scaling contact centers with asterisk - astricon 2014 presentation
DESCRIPTION
What do you do when you need to support hundreds of contact center agents? Not only can Asterisk can help--it can do so cost-effectively. (This session is for both business and technical users.) Explore concepts including: - Multi-node architecture - Virtualization - Queue and agent state federation - Redundancy & High-Availability - Reporting & AnalyticsTRANSCRIPT
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Presented by:Corey S. McFadden, Voneto
CONTACT CENTERS
Scaling & Asterisk
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Communications Solutions
CustomerPremises
• Business Phone Systems
• Contact Center Platforms
• Managed Services
Data Centers &Cloud Platform
• Managed Telecom Services
• SIP Trunking
• DR & Business Continuity
• Cloud Phone Systems
• Cloud Contact Center
24 Hour Support / Network Operations
Partners
www.voneto.com
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
About Voneto
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Voneto Operations
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
• Communications Focused• National Customer Footprint• 24x7 Support & Services Organization• 3 Data Center Locations
• Pennsylvania, Virginia, Oregon
Voneto: 2014 Digium Pinnacle Partner Award
Why Voneto?
Schedule 70 IT Prime Contractor
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Some Customers…
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Asterisk Contact Centers Overview
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Typical Inbound Contact Centers
Small (<20 Agents)
• FreePBX / Elastix / Switchvox
• Basic Queue Configurations
• Ring All or Round Robin
• Basic Analytics
• Queuemetrics
• Asternic
• None
+
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Scaling Challenges
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Scaling Challenges
• Single Server Capacity / Risk
• Concurrent calls per server not unlimited.
• Influences: Factors such as call recording
• APP_QUEUE
• Monolithic dialplan application
• Lacks many features
• Stability issues under higher loads
• Not updated
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Scaling Challenges
• CHAN_SIP
• Doesn’t scale extremely well.
• Largely secondary issue due to app_queue.
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Some Solutions…
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Scaling Solutions / Concepts
• Multi-Server
• Scale beyond single server limits
• N+1 Architecture
• Agent / Queue Federation
• Track call & agent states across multiple servers.
• Requires centralized call control
• FastAGI
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Large-Scale Call Flow
PSTN
CTI Server
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Large-Scale System Admin
Admin UI
User Admin IVR Admin ACD Admin Endpoint Mgmt.
Unified Reporting
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Other Contact Center Needs
• Predictive Dialing
• Agent Productivity Analytics
• Web Chat
• E-Mail Workflows
• Non-Communication Workflows (i.e. Backoffice)
• Speech Analytics
• Work Force Management
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Asterisk Contact Centers Intro.
Basic Asterisk
Asterisk + Web UI
Asterisk + Commercial Contact Center Solution
Basi
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On-S
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Pre
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Etc
.
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Commercial Products
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Presence Technology
• Inbound
• Outbound
• Predictive, Progressive, Preview, Robo, etc.
• On-Screen Scripting
• Web Chat
• Social Media
• Backoffice
• Unified Admin
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Presence Technology
REPORT USER
INTEGRATE ADM
IN
COREUNIFIEDCORE
PBXACD
DIALER
MULTI-CHANNEL
BACK-OFFICE
BLENDINGIR / IVR
RECORD
SCRIPT
QUALITY
…
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Commercial Products Continued…
• Wombat Dialer
• From Loway (Queuemetrics) here @ Astricon
• ViciDial
• Long-time open source solution
• Many Others…
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Customer Examples
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Medieval Times
• ~40 Agents
• Inbound Call Flow
• Customer Service & Ticket Sales
• Multi-Location
• Atlanta, GA & Brea, CA
• Skill & Time of Day Routing
• Language / Customer Service
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Medieval Times
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Arriva Medical
• ~800 Agents
• Inbound / Outbound
• Predictive Dialing
• “Robo Calling”
• Multi-Location
• Coral Springs, FL
• Phoenix, AZ
• Philippines
• Complex Needs
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Arriva Medical
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What’s Next?
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Asterisk 13: ARI & PJSIP
• ARI API
• App-level Call Control
• Node.js
• Pair with central CTI for fine-grained call manipulation
• PJSIP
• Significant Scaling vs. CHAN_SIP
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Lessons & Conclusions
Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Conclusions
• Large Scaling is Possible
• Many Approaches & Solutions
• Commercial Products Available
• Asterisk 13 = Bigger & Better Toolkit
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Scaling Asterisk Contact Centers – Astricon 2014www.voneto.com – 215-344-2222
Q & A
• Questions?
• E-Mail for Slide Deck