Mission of the solution is to provide an affordable and stable integrated telephony system with a list of commonly used call center functionalities.

Asterisk is one of popular open-source IP switches available. Active development of Asterisk is supported by Digium and a group of passionate communities. Some challenges to make use of Asterisk in call center environment include, but not limited to,

• trunks/channels utilization being higher than in office environment
• real-time and historical reports for queue statistics and agent performance
• soft-phone with integrated telephony features
  • i.e., make call, answer call, hold/unhold, release, agent login/logout, agent mode and so forth
• telephony integration to or API for third-party desktop application

Sunny Line offers an affordable and stable Asterisk IP telephony switch solution. The customized solution is targeted for call center with 100 logged-in agents per Asterisk server, subject to computer server hardware capacity. Digium T1/E1 TDM card interface to PSTN is assumed. Several Asterisk source files are modified to provide accurate and real-time queue and agent statistics.

• Window-based client programs
  • IAX2 soft-phone; integrated agent mode and telephony functions
  • Real-time agent & queue statistics
• On-line reports
  • web browser interface (interval refresh)
  • queue, agent and extension status
• Historical reports
  • web browser interface
  • queue, agent, extension and Agent login/logout
• Customized recorded voice files module
  • web browser interface
  • search, playback, upload (per file basis) and scheduled transfer to file server
• Customized data maintenance module
  • automated schedules for data purge and transfer to external file server
  • application executables/configuration files, recorded voice files and database tables
• Common telephony objects configuration
  • web browser interface
  • FreePBX and customized modules

• Numbering plan, call flow design, documentation and implementation
  • inbound call ACD queue treatment
  • IVRS customization is not included for the exception of simple menu (e.g., language selection)
• Digium T1/E1 TDM card installation and connectivity test with Telco service provider
• Training
• Integrated system test
• User Acceptance Test
• Other deliverables
  • Sources of all open-source applications; original and modified
  • All customized web-based modules
  • Manuals for operations, configurations and front-end programs
• First year warranty, remote support and maintenance

• Asterisk IP switch demo created by VMware Server 1.0.5
• Refer to vmware-demo.txt for details

• partial documents for demonstration
• refer to manuals-list.txt

• iaxSphone-setup.zip (0.5 MB)
• astAgents-setup.zip (0.5 MB)
• astQueues-setup.zip (4.3 MB)