Managing a successful enterprise call center means that occasionally, you need to “lay down the hammer” as Chad Stachowicz puts it. The hammer Chad is referring to is not proverbial. It is a critical aspect in ensuring call quality for the 5,500 seat Fortune 500 call center he’s tasked with managing. Dropping the hammer means load testing the maximum capacity of the call center’s infrastructure, and closely monitoring how it performs. Before deploying new hardware into production, Chad needed to run a large scale hammer test. All did not go according to plan.
But, using Twilio Chad was able to find a workaround that saved his employer thousands and thousands of dollars. A Hammer, Hanging In The Balance Chad recognized that a hammer test is an incredibly expensive, and exacting operation. You need to measure twice and cut once. As he said “in general it can cost as much as $50-100k for 8 hours of testing decent load for what we need. Not something you get a lot of shots at, so the goal is to try and get it to work the first time.” 130 calls in, the hammer failed. It was offline and unresponsive, meaning the only way Chad could restart the test was to contact his call vendor to manually reboot the hardware.
It failed a second time. Two hours after the initial hammer drop, Chad was out $15,000 and had no data from the initial two tests because they crashed. Trying a third hammer test with no data, and thousands of dollars on the line wasn’t an option. Chad had to find a workaround, and got started with Twilio. Six Dollars, 350 Calls, And $14,994 Saved Chad was familiar with what Twilio did, but he’d never used it hands-on before. He checked out Twilio, and got started within minutes. ) Using Twilio, Chad load tested 350 calls and got the data he needed all for six dollars,.04% of his expected initial cost.
“The test was a screaming success. I put it together in a day,” said Chad.
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“If I can pick it up and figure it out in a day, that’s awesome.” Adding To The Toolbelt After using Twilio to hammer test his employer’s call center, Chad was flooded with ideas as well as feedback from his boss. The Senior Vice President of Engineering was “shocked and delighted” at the money Chad saved the company. Now, Chad is working on new ways to use Twilio Queue to streamline call center holding patterns, and proactive SMS alerts to prevent long hold times.
Read more about Chad’s work.
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Popular Posts. Efficient network setup can enhance the quality of your VoIP experience. Even if you are averse to VoIP terminations for routing long distance traffic, within. By. Last updated: August 11, 2016 With the rapid adoption of Asterisk within the contact center industry, the demand for real time reporting and powerful supervisor dashboard. By.
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Scaling your can be complicated. It’s hard to get more than one Asterisk server acting as a single PBX. A call comes. By. CRM or data integration aren't things that you often associate with your inbound IVR. That usually happens at the agent screen level.
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Sometimes, it's. By. Using the Asterisk Monitor application is a great way to record your calls. Sometimes, though, you have specific requirements for how the recordings are.
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By. Session Initiation Protocol (SIP) hasn't officially been crowned king of, but it has become ubiquitous. The wide availability of SIP service. By.
Asterisk is modular and has so many incredible built-in applications. Modern day call centers require a lot of functionality and, Asterisk provides a contact center platform. By. Last updated: August 10, 2016 The architecture of a large call center setup shown below with Asterisk as telephony platform, includes web servers for serving agent. By.
A powerful multi-channel ACD (Automatic Call Distributor) routes, distributes and monitors communications with customers through different media. The open source technology stack which includes Linux. By. You can no longer doubt that is here to stay in the telecommunications world.
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Over the last decade, the rate of adoption. Session Initiation Protocol (SIP) hasn’t officially been crowned king of, but it has become ubiquitous.
The wide availability of SIP service providers and the way is pushing into the call center has made it undeniable. Especially now with the widespread adoption of Cloud-based call center software and remote agents, SIP is cementing its importance.
While Asterisk has been a major topic in this blog, there are other ways to serve up SIP. Q-Suite has its high availability SIP proxy which manages call recovery. HAASIPP development was driven primarily with in mind, however. A less-focussed, more feature rich SIP product that is widely used is (formerly OpenSER). Kamailio has a huge feature set, but a few of these are important for the Cloud-based multiple server install. The ones that come first to mind are:.
SIP packet capture and logging. Smart SIP proxy for routing calls to specific servers.
Single point of registration for multiple servers The SIP packet capture feature is something that proves to be invaluable when trying to diagnose VoIP issues. SIP packets themselves aren’t large; most of the bandwidth of VoIP is consumed in the Real-time Transport Protocol (RTP) packets which carry the media itself. SIP concerns itself with the connection, not the data. Issues with calls can often be diagnosed by examining these packets and looking for lapses in the protocol. Unanswered requests, dropped or ignored requests, and timeouts can be spotted when examining the SIP session.
When compared with the other end of the connection, such as against the provider’s own logs, a cause to the issue can often be confirmed or ruled out. Kamailio can be used to store these packets, so that diagnosis of an issue can be carried out on first report, rather than having to set up monitoring and wait for the issue to arise again. Tools such as Homer can be used to produce graphs and more easy to read displays of SIP data.
This can be invaluable and save a lot of time in diagnosis. Kamailio is also used quite frequently as a SIP proxy. When using it as a proxy, it can be set to deliver calls from specific trunks to specific Asterisk servers. This is useful in a multi-tenant multiple Asterisk server configuration, when a tenant may be assigned to a subset of the Asterisk servers.
Rather than having calls delivered to the “wrong” server and routed back to an agent over an additional channel, the overhead caused by the tenant can be limited to the specifically assigned servers. What might be the most important use for Kamailio in the multiple Asterisk server configuration is the ability to act as a single point of registration. It can be set to handle agent phone registrations, while handing off the RTP part of the call. This gives one location for phones to be registered to, while allowing call load balancing over multiple servers. In a Cloud setting, this allows for instances to be in order to manage changes in demand without having to reconfigure phones or registrations. For these reasons, Indosoft Q-Suite is moving to increase integration of Kamailio with Asterisk and its own features.
Smartly directing calls and handling registrations can reduce the amount of work the Asterisk servers are required to do and reduce the resources needed. This will reduce costs due to server load and bandwidth. Posted on Author Categories, Post navigation.
Full Specifications What's new in version 1.0.1179 This version is the first release on CNET Download.com. General Publisher Publisher web site Release Date September 03, 2008 Date Added September 03, 2008 Version 1.0.1179 Category Category Subcategory Operating Systems Operating Systems Windows 2000/XP/Vista Additional Requirements Windows 2000/XP/2003 Server/Vista, Microsoft.NET Framework 2 Download Information File Size 1.44MB File Name Lokad.CallCenter.Windows-setup-1.0.1179.msi Popularity Total Downloads 1,503 Downloads Last Week 0 Pricing License Model Free Limitations Not available Price Free.