What is the architecture of a modern distributed call center? [closed]

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Disclaimer: The author's knowledge about PBX software and IP telephony is almost zero.

I have heard that these days one can build a distributed call center out of open source software. 'Distributed' means that telephone operators can have their working place anywhere provided there is a good network connection, i.e. there is no need for the telephone operators to sit together in the same building where the main server is located.

Unfortunately, after getting very good advice on what technology to use and reading information about Asterisk I had no idea how the whole process works in general. Thus, I tried to visualize a basic call center architecture for myself to understand it better.

Here are my assumptions:

1. There is a PBX server (e.g. Asterisk) which accepts calls to a certain phone number (via E1 for example) and which has a network connection;
2. The PBX server can make queries against some standalone database server to find data about the incoming call (e.g. find the name of the person who is calling right now by her phone number);
3. The PBX server has some business logic according to which each call is redirected to a certain telephone operator's SIP client (e.g. choosing the least busy telephone operator);
4. Each telephone operator has a computer which is online and has a SIP client up and running.

Here is the basic image of my assumptions:

Does this seem legit? Have I missed something or I am completely wrong about how a modern distributed call center works?

Answer 1

you are almost right.

apart from that callcenter pbx can be categorized as 1. inbound callcenter pbx 2. outbound callcenter pbx

1. inbound --- IVR---- Skill Based routing

2. Outboudnd

   . Autodialler . predective dialler . Broadcast dialler

there are lot more u can achive with asterisk telephony software