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Presented by: 
Corey S. McFadden, Voneto 
CONTACT CENTERS 
Scaling & Asterisk
Communications Solutions 
Customer 
Premises 
• Business Phone Systems 
• Contact Center Platforms 
• Managed Services 
Data Centers & 
Cloud Platform 
24 Hour Support / Network Operations 
• Managed Telecom Services 
• SIP Trunking 
• DR & Business Continuity 
• Cloud Phone Systems 
• Cloud Contact Center 
Partners 
www.voneto.com 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
About Voneto
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Voneto Operations
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Why Voneto? 
• Communications Focused 
• National Customer Footprint 
• 24x7 Support & Services Organization 
• 3 Data Center Locations 
• Pennsylvania, Virginia, Oregon 
Voneto: 2014 Digium 
Pinnacle Partner Award 
Schedule 70 IT Prime Contractor
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Some Customers…
Asterisk Contact Centers Overview 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222
Scaling Asterisk Contact Centers – Astricon 2014 
www.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 
+
Scaling Challenges 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222
Scaling Asterisk Contact Centers – Astricon 2014 
www.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
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Scaling Challenges 
• CHAN_SIP 
• Doesn’t scale extremely well. 
• Largely secondary issue due to app_queue.
Some Solutions… 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222
Scaling Asterisk Contact Centers – Astricon 2014 
www.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
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Large-Scale Call Flow 
PSTN 
CTI 
Server
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Large-Scale System Admin 
Admin UI 
User Admin IVR Admin ACD Admin Endpoint Mgmt. 
Unified Reporting
Scaling Asterisk Contact Centers – Astricon 2014 
www.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
Agent & ACD Analytics 
Agent Desktop 
Screen Pop 
Skills-Based Routing 
Workforce Analytics 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Asterisk Contact Centers Intro. 
Basic PBX 
ACD 
Monitoring 
Basic Asterisk 
Recording 
Asterisk + Web UI 
CDR Analysis 
Asterisk + Commercial Contact Center Solution 
On-Screen Scripting 
E-Mail & Chat 
Predictive Dialer 
Etc.
Commercial Products 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Presence Technology 
• Inbound 
• Outbound 
• Predictive, Progressive, Preview, Robo, etc. 
• On-Screen Scripting 
• Web Chat 
• Social Media 
• E-Mail 
• Backoffice 
• Unified Admin
PBX 
UNIFIED 
CORE 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Presence Technology 
CORE 
ACD 
DIALER 
MULTI-CHANNEL 
BACK-OFFICE 
QUALITY 
RECORD 
IR / IVR BLENDING 
SCRIPT 
…
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Commercial Products Continued… 
• Wombat Dialer 
• From Loway (Queuemetrics) here @ Astricon 
• ViciDial 
• Long-time open source solution 
• Many Others…
Customer Examples 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222
Scaling Asterisk Contact Centers – Astricon 2014 
www.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
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Medieval Times
Scaling Asterisk Contact Centers – Astricon 2014 
www.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
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Arriva Medical
What’s Next? 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222
Scaling Asterisk Contact Centers – Astricon 2014 
www.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
Lessons & Conclusions 
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Conclusions 
• Large Scaling is Possible 
• Many Approaches & Solutions 
• Commercial Products Available 
• Asterisk 13 = Bigger & Better Toolkit
Scaling Asterisk Contact Centers – Astricon 2014 
www.voneto.com – 215-344-2222 
Q & A 
• Questions? 
• E-Mail for Slide Deck

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Scaling Contact Centers with Asterisk - Astricon 2014 Presentation

  • 1. Presented by: Corey S. McFadden, Voneto CONTACT CENTERS Scaling & Asterisk
  • 2. Communications Solutions Customer Premises • Business Phone Systems • Contact Center Platforms • Managed Services Data Centers & Cloud Platform 24 Hour Support / Network Operations • Managed Telecom Services • SIP Trunking • DR & Business Continuity • Cloud Phone Systems • Cloud Contact Center Partners www.voneto.com Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 About Voneto
  • 3. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Voneto Operations
  • 4. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Why Voneto? • Communications Focused • National Customer Footprint • 24x7 Support & Services Organization • 3 Data Center Locations • Pennsylvania, Virginia, Oregon Voneto: 2014 Digium Pinnacle Partner Award Schedule 70 IT Prime Contractor
  • 5. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Some Customers…
  • 6. Asterisk Contact Centers Overview Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222
  • 7. Scaling Asterisk Contact Centers – Astricon 2014 www.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 +
  • 8. Scaling Challenges Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222
  • 9. Scaling Asterisk Contact Centers – Astricon 2014 www.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
  • 10. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Scaling Challenges • CHAN_SIP • Doesn’t scale extremely well. • Largely secondary issue due to app_queue.
  • 11. Some Solutions… Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222
  • 12. Scaling Asterisk Contact Centers – Astricon 2014 www.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
  • 13. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Large-Scale Call Flow PSTN CTI Server
  • 14. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Large-Scale System Admin Admin UI User Admin IVR Admin ACD Admin Endpoint Mgmt. Unified Reporting
  • 15. Scaling Asterisk Contact Centers – Astricon 2014 www.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
  • 16. Agent & ACD Analytics Agent Desktop Screen Pop Skills-Based Routing Workforce Analytics Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Asterisk Contact Centers Intro. Basic PBX ACD Monitoring Basic Asterisk Recording Asterisk + Web UI CDR Analysis Asterisk + Commercial Contact Center Solution On-Screen Scripting E-Mail & Chat Predictive Dialer Etc.
  • 17. Commercial Products Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222
  • 18. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Presence Technology • Inbound • Outbound • Predictive, Progressive, Preview, Robo, etc. • On-Screen Scripting • Web Chat • Social Media • E-Mail • Backoffice • Unified Admin
  • 19. PBX UNIFIED CORE Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Presence Technology CORE ACD DIALER MULTI-CHANNEL BACK-OFFICE QUALITY RECORD IR / IVR BLENDING SCRIPT …
  • 20. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Commercial Products Continued… • Wombat Dialer • From Loway (Queuemetrics) here @ Astricon • ViciDial • Long-time open source solution • Many Others…
  • 21. Customer Examples Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222
  • 22. Scaling Asterisk Contact Centers – Astricon 2014 www.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
  • 23. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Medieval Times
  • 24. Scaling Asterisk Contact Centers – Astricon 2014 www.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
  • 25. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Arriva Medical
  • 26. What’s Next? Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222
  • 27. Scaling Asterisk Contact Centers – Astricon 2014 www.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
  • 28. Lessons & Conclusions Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222
  • 29. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Conclusions • Large Scaling is Possible • Many Approaches & Solutions • Commercial Products Available • Asterisk 13 = Bigger & Better Toolkit
  • 30. Scaling Asterisk Contact Centers – Astricon 2014 www.voneto.com – 215-344-2222 Q & A • Questions? • E-Mail for Slide Deck

Editor's Notes

  1. I want to focus first on the most common contact center scenario and use that as an example to illustrate scaling challenges. Then we can dive into some more complex call center scenarios and talk about larger architectures.
  2. So to begin with, let’s examine a typical small inbound call center…