Callcenter IT

tstrip007

Just wondering who all works in a call center environment like myself. Also wondering what you are using as your dialing platform setup and how you support/troubleshoot it. Although I do not consider myself a "voice guy", I find myself getting more and more involved in dialer issues and troubleshooting.

Currently we are setup with pri's from multiple carriers that we connect to Dialogic T1 cards. We have patton gateways converting analog to voip. Our primary dialing software used is Siemens Openscape with Aspect Unified IP in its development phase to provide redundancy.

Troubleshooting very complex call issues can be very difficult considering I have been told that even though errors are not being shown in call detail logs there still could be an issue, which this has been the case many times.

I would love to know if anyone supports similar technology.