11/23/2023 0 Comments Rapidsvn vicidialIt would be nice if there was a newbie section for an admin with no *nix skillset, trying to think of what would make starting out a little easier for some. Maybe the paid manuals could be updated more frequently - even a stretch to be a con. Very hard to fault a free and open platform, what can you expect for free? If you're willing to sit down, read and learn, it's a great platform, community and product. I've had to think on this section for quite a while. This is a small operation, 20-40 agents, blend of inbound/outbound, 150,000 calls/day, running 5-6 days per week, 8hrs per day. If I had to sum up ANY downtime in hours, I'd ballpark less than 30 MINUTES per month TOTAL (95% floor manager/agent) errors (SQL typo, running lists empty, bad listmix status choice). Hopefully I didn't jinx myself - but zero days of down time in that entire time frame. Stable: I've been a VICIdial admin for a seven server cluster for about four years now. Will not run in a virtualized environment for more than 1 or 2 users, you can only use Virtualization for testing/development purposes. The interface is only for employees, but it has so many layers that upgrading the visual interface is. Too Complex for some users (like Chess, it CAN be played by simple rules, but when you're in competition those rules suddenly don't seem so simple, LOL). Easily transferred from server to server with a database backup/restore, an update script and possibly a couple configuration file changes. php/MySQL based so it can be integrated with almost anything. and ultimately can be "clustered" to manage virtually unlimited users. It is capable of running a small one or two person operation, mid-range 25-50 person Call Centers. Vicidial does not require proprietary hardware, although it is based on Asterisk and will use any compatible VOIP hardware. Although Televantage had an add-on for "dialer", the entire system was seriously expensive. We had a proprietary (dialogic based) PBX called Televantage and the Owner did not want to renew that (very expensive) lease. VICIdial has been in development for many years, adding many (many!) features which can overwhelm call center managers new to VICIdial. It works very well, and when properly configured is extremely reliable and robust business software. VICIdial is free, open-source, and regularly updated by a dedicated core team of experienced software developers. Do yourself a favor and take a hard look at the VICIdial Call Center Suite. I get calls from call center owners looking to switch to VICIdial constantly. If you're paying for a proprietary solution, you're probably doing it wrong. VICIdial scales from single servers with small call teams, to clusters of dozens of servers and hundreds of agents. A bit more detail: Because the software suite is open source and free for anyone to download, use, and modify, I've seen (and personally created) customized solutions that do everything from accept orders from a 3-rd party sales website to literally delivering room service orders using robots (really!). They run a small (usually free) soft phone on their computer with a headset, and when they log in to VICIdial, their soft phone rings, they answer the call, and begin their work. A quick overview: VICIdial lives on a server, and is displayed to your sales agents via their web browser. VICIdial has, over years of constant and thoughtful development, established itself as the Microsoft Office equivalent of call centers.
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