Chapter 22: Failover, Redundancy, and High-Availability Applications in the Call Center Environment
Charles V. Breakfield
HOW DOES A COMPANY BUILD A HIGH-END CALL CENTER (for 250 agents and up) USING THE HIGHLY RELIABLE AND PROPRIETARY PBX SWITCH IN CONJUNCTION WITH THE HIGHLY OPEN AND VULNERABLE COMPUTER TELEPHONY INTEGRATION(CTI) AND CALL CENTER SERVER TECHNOLOGY? Today’s call centers inter-mesh voice applications with data applications, so each area must have the same level of high availability as the other. PBX switches have had decades to evolve and are built as proprietary solutions for voice handling. PBX outages are measured in units of minutes per years (in some cases, decades). CTI data systems of today are not built as closed proprietary ...
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