Hard/Softwareupgrade of a call center - decision making aid/literature references

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Hello together!

I contact you in the function of the leading system technician in “medium-size” enterprise, which an internal call center (40 places; Tendency rising) operates and this on the “current state of the art” to lift would like and here something support necessarily.

Since so a question not completely is to be answered simply, I would like to thank you in advance those, the time took myself my inquiry at least to read to answer and perhaps likewise still in or two thoughts to have invested around me.

A few words to the actual, as well as to the goal scenario…

Our enterprise operates 40 places at the same place of the enterprise administration (thus in the same building) a strong call center.

The infrastructure can be summarized about in such a way: a synchronous DSL entrance in a unfortunately very badly removed city of a large city. “Bad” means here that on the one hand the distance amounts to to the switching center something over 3km and the cable already by “various rodents” seems decomposed. Result: For us leidiglich approx. 1.5MBit data transmission rate remains net with the current development. All “conventional” entrance technologies were already tested; only alternative seems approx. To be 150 meters distant VDSL bergabepunkt. “Larger one” access modes as bspw. Glass fiber (Dark fiber), AT, copper or radio relay link were not evaluated yet.

The Inhouse infrastructure is visible: 1x SDSL routing (administered by operators), 1x Firewall (Fortigate), div. Server, 3 Switches (different manufacturers) and div. “Business Kleinkram”. The net is arranged in 2 separated Subnetze (administration and. Call center).

The Telefonie is beaconed by 5 NTBAs (administration), as well as a multiplexer (call center).

As Schaltstellen come here in the house two “BOSCH INTEGRAL 3” - TK-plants inclusive the appropriate system telephones (in the management) to the employment, which are administered by an external Dienstleister.

With the individual stations in the call center it concerns commercial PCs, which however partly exhibit a substantial age. As operating system Windows 98 is used here throughout. For the selection in the PCs a similar modem installed, which selects the appropriate number by DTMF, then the user instructs the telephone ground through at the modem (standard analog telephone inclusive Plantronics Headset) to take off over then attach “to present” to hand over (and the discussion to the telephone).

A goal should be it now the structure to completely revise around on the one hand (historically caused) the very absent-minded infrastructure to consolidate and (after possibility) costs to save.

As partial goals seem to out-crystallize: A faster Internet entrance, possible Telefoniebetrieb over those if necessary. to establish very throughput-strong Internet line (thus VoIP) and a Hardwareupgrade in the call center, coupled to it, around a standard-conformal CTI solution.

The questions, with which I turn to you loud accordingly in approximately so:

• Which range must the Internet entrance have obligatorily around a smooth Telefoniebetrieb to ensure?
  
• Which (IP) Telefonieanbieter are applicable for such a scenario at all? There are somewhere reasonable tariff comparisons for hochvolumige (inclusive international) Outbound scenarios?
  
• Are there which alternatives to develop further around the existing TK-structure toward VoIP Telefonie? One should try the existing installation inclusive the two TK-plants around an VoIP installation (gateway) to extend (over perhaps a part of the systems [of telephones,…] to receive) or directly “nails with heads” make and everything by a new TK-plant (bspw. Asterisk) replace?
  
• Which hard and/or. Sofwareanbieter are applicable with such a scenario (a smooth Telefoniebetrieb is here enterprise critical)?
  
• Which software and/or. Hardware offers itself for the enterprise of the individual call Kant he places? Which conditions have to be created for “solidly” and zukunftstrchte CTI installation?
  
• Additive to the previous point (partial offtopic): Which possibilities are offered around perhaps the enterprise of the jobs by means of a terminal server to manage here and how then would the individual places have to be tied up telefonieseitig?

Over the whole into a “professional” consultation out banks to leave here and because technical know-how is quite present in the enterprise in particular, would not be I also for simple estimates of the scenario, as well as mental impetuses or and/or. in the special literature/Web references gratefully!

How already said I thank you me all those, which took themselves the time to argue with my problem!

Many greetings, Stefan