CSQL implementation with Asterisk in a contact centre scenario

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CSQL implementation with Asterisk in a contact centre scenario

Tue, 27 Oct 2009 21:40:21 -0400

Prabakaran T has sent me details of a whitepaper on integrating CSQL and Asterisk:

Excerpt:

Contact / call center software which are based on the Open Source soft switch such as Asterisk use a dynamic real-time system to load objects that may change frequently such as SIP/IAX2 users and peers, queues and their members, from external database management systems. Had the same configurations been stored within the soft switch configuration files, then for every change in the configurations, the switch would require a restart for the changes to take effect, thus resulting in increased system downtimes, which severely disrupts processes on the floor and undermines performance statistics. Such system downtimes are the bane of call centers the world over and are to be avoided at any cost. Hence the facility to access external data sources through the “Real-time” library.

Such real time access to external data objects are also useful for up-scaling operations by clustering multiple soft-switches working with the same centralized information, or when you want to build external applications which modify information in the call flow and you want to do so without requiring a reload / re-start of the soft switch. This introduces a dependency on the performance of the database management system, as information required for the switch to handle the call flow is stored in an external source and has to be fetched in real time. This is where traditional disk resident database systems will never be able to deliver the desired real time performance levels, thereby slowing the performance of the switch resulting in an overall performance degrade of the call center and customer interaction quality and experience, which no call center can afford more so under the stringent customer facing telemarketing regulations.

The whitepaper:

LAKSHYA_CSQL-Asterisk_Implementation_Whitepaper_v1_0.pdf

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