voip for contact center

Pay attention to this point when choosing a server for the call center.

Call center server

To operate the call center, you need a reliable server that can handle the planned number of simultaneous calls. Therefore, when preparing a call-center server, it is necessary to understand in advance, what volume of calls it should pass through.

With increasing traffic, the CPU requirements and server memory load increases. The more calls the call center receives and makes, the more the server is loaded. Forecasting the peak load in the call center, you can select the appropriate server configuration.

Let’s take well-known Asterisk PBX, it does not require server capacity. Therefore, as a call center server on Asterisk, a regular dedicated personal computer running Linux OS can be used.

We recommend that you purchase a server with a certain capacity reserve (from 25 to 50%), so that when the number of operators and the intensity of calls increases, the server can cope with the new volume.

Selecting the configuration of the call center server

When choosing a configuration for the call center server, you should rely on the number of operators, or more precisely, the number of simultaneous conversations. The more the number of simultaneous calls in the call center, the more powerful should be the server, which is serving the calls.

The table shows the examples of the configuration of the call center server to provide good VoIP call quality. The key characteristics of the server are the processor and RAM. The capacity of the hard drive is important only if you need to record telephone conversations.

Number of operators

CPU RAM

HDD

From 1 to 5 1 GHz 1 GB 250 GB
From 5 to 10 2 GHz, 2 cores 2 GB 500 GB
From 10 to 20 3 GHz, 2 cores 4 GB 1 TB
From 20 to 50 3 GHz, 4 cores 4 GB 1 TB
From 50 to 100 3 GHz, 4 cores 4 GB 2 TB
More than 100 3 GHz, 4 cores 8 GB 4 TB

To improve the reliability of the call center server, we recommend creating a RAID array. Hardware or special call center software RAID allows you to increase the reliability of the server and ensure the continuity of communication. In the event of a single hard disk failure, the system can continue to work on the second disk.

In special cases, when it is necessary to ensure the highest reliability and trouble-free operation of the call-center, it is possible to install two servers. The second server of the call center can be located in both “cold” and “hot reserve”. Duplication of components entails additional costs, but it allows guaranteeing the operation of the system even if one of the servers fails.

Preparing the call center server

The customer can get the server of the call center independently; having preliminary agreed with us the characteristics of the server. Building a server is not particularly difficult, so any trained technician can do it.

Call center server

The server is installed Linux operating system. As a distribution of the OS server in most cases, we recommend Ubuntu Server Edition 32-bit. The installation of the operating system is quite simple, but if necessary, you can find the specialists to assist in installing the OS.

After installing the OS, you must configure the network settings of the server (IP address, network mask, proxy server address, etc.). To remotely configure the server, you must open it to the SSH protocol. Further, with the use of the remote connection to the server, ask those specialists perform the system configuration.

Some providers of telecom services can purchase a server for the customer and perform all the preparatory work, and then deliver the server to the installation site. However, there are situations when this is impossible or undesirable.

At the customer’s request, some providers can also supply other equipment for the call center, for example, VoIP gateways, cards, IP telephones, headsets.

Find the suitable provider company and get contact center settled on the highest level.