Implementación de un CALL CENTER de Alta Disponibilidad Integrado a una Base de Datos en la Empresa Corporativa de Servicios TBL S.A.
Fecha
2017-01
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil. Facultad de Ciencias Matemáticas y Físicas. Carrera de Ingeniería en Networking y Telecomunicaciones
Resumen
Corporación de servicios TBL S.A. con el nombre comercial The Bottom Line, cuya empresa realiza ventas vía telefónica de seminarios, programas y talleres a nivel gerencial para las diferentes áreas, actualmente presenta problemas a nivel telefónico, baja de clientes, organización y monitoreo del proceso de gestión de cada asesor debido a que no existe un sistema que presente reportes de llamadas Inbound u outbound por producto o gestión. Para una empresa en desarrollo es importante estar en constante evolución tecnológica la misma que debe ser su mejor aliado para alcanzar nuevos y mejores mercados.
El análisis tuvo un periodo transaccional pues la información fue recolectada dentro del tiempo programado en el cronograma previamente elaborado que de acuerdo al estudio se presentara la siguiente propuesta.
Implementación y administración de dos servidores de telefonía Elastix integrando el módulo Call Center PRO, el cual va a permitir tener un sistema de control de agentes, llamadas predictivas y reportería en tiempo real como el tiempo efectivo de llamadas por agente, el estado de usuarios en cola de espera, etc.
Los servidores se implementarán en la modalidad clúster de alta disponibilidad lo que permitirá que en caso de fallo en el servidor primario no se interrumpa la operación; para aquello se usarán los servicios heartbeat y drbd. El funcionamiento es sencillo existirá un servidor primario, en caso de producirse un fallo de hardware el servidor secundario se active automáticamente con la misma configuración e información actualizada, misma que se mantiene replicada en tiempo real entre ambos servidores.
Como resultados se obtendrá más eficiencia y mejor canalización de la información por medio telefónico, información recolectada para fines comerciales, mejores equipos tecnológicos, organización, más producción y mejor control del recurso humano.
Corporation services TBL S.A. under the trade name The Bottom Line, whose company sells by phone seminars, programs and workshops at the managerial level for different areas. Currently, it is dealing with the phone level, low customer, organization and monitoring of the management of each advisor process because there is not a system that submit product or management reporting of inbound and outbound calls. For a company in development, it is important to be in constant technological evolution which should be their best ally to achieve new and better markets. The analysis had a transactional period because the information was collected within the previous elaborated schedule to present the following proposal according to the study. Implementation and management of two Elastix telephone servers integrating Call Center PRO module, which will allow to have a system of control agents, predictive calls and in real-time reporting as the effective time of any agent calls, the status of users in a queue, etc. Servers will be deployed in high availability mode which will allow that in the case of failure of the primary server the operation will be uninterrupted; drbd and heartbeat services will be applied for that. The operation is simple, there is a secondary server in case of a hardware failure of the primary server which is activated automatically with the same configuration and updated information, that same information is replicated in real time between both servers. As results, it will be obtained more efficiently and better channeling of information through telephone, information collected for commercial purposes, best technological equipment, organization, more production and better control of human resources.
Corporation services TBL S.A. under the trade name The Bottom Line, whose company sells by phone seminars, programs and workshops at the managerial level for different areas. Currently, it is dealing with the phone level, low customer, organization and monitoring of the management of each advisor process because there is not a system that submit product or management reporting of inbound and outbound calls. For a company in development, it is important to be in constant technological evolution which should be their best ally to achieve new and better markets. The analysis had a transactional period because the information was collected within the previous elaborated schedule to present the following proposal according to the study. Implementation and management of two Elastix telephone servers integrating Call Center PRO module, which will allow to have a system of control agents, predictive calls and in real-time reporting as the effective time of any agent calls, the status of users in a queue, etc. Servers will be deployed in high availability mode which will allow that in the case of failure of the primary server the operation will be uninterrupted; drbd and heartbeat services will be applied for that. The operation is simple, there is a secondary server in case of a hardware failure of the primary server which is activated automatically with the same configuration and updated information, that same information is replicated in real time between both servers. As results, it will be obtained more efficiently and better channeling of information through telephone, information collected for commercial purposes, best technological equipment, organization, more production and better control of human resources.
Descripción
ADOBE
Palabras clave
VoIp, call center, clúster, base de datos, troncales, marcado predictivo, reportes