Softphones as Call Centre Agent Phones

[ccnet]

Hi
I need to setup what is in effect a portable call centre and was wondering if anyone has used 10 to 15 laptops with softphones in a call centre setup.
My ideal setup for cost and portability restrictions would be a BCM 50 with 15 Laptops running softphones and a web based rapid data entry system all running of temp isdn2 or even analogue lines.
Can anyone see any hidden snags or has anyone any experience with this sort of setup?


Thanks

Les

 

[gberger]

I2050 softphones can work on a call center.Just make sure to buy usb headsets with echo canceller and not the ones with 2 connectors(microphone,earphone.Not too good...!).
For 10 to 15 agents i'd rather go with a PRI(23 channels) so you get caller id on first ring plus all the other advantages.In which country are you? Is PRI available?

 

[ccnet]

Being a portable system it could end up anywhere in the world, the big unknown would be the availability of whatever type of connection available as a temporary installation at the specific location we would be at.
I currently have a BCM400 in the UK running off ISDN 30 but I think I may have to kit this "portable" system out with MBMs for any eventuality, ISDN30, ISDN2 or Analogue.
I know how well the systems cope with IP phones and digital handsets, my concern is running so many softphones on the system so wondered if anyone had experience of running more than 5 or 10 at once using a BCM50.

Thanks for your reply

Les

 

[bluemr2]

The problem you might have is with how the softphones connect to the bcm. As they are portable, they will probably be connecting to the bcm accross a public network. There is no quality of service across a public network, hence bad sound quality, something that isn't good for a call center.

 

[tnphoneman]

I used this scenario when I was remote. Worked great for me. I was using Cable for my internet service at the house.

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[ccnet]

The Softphones and BCM would be in the same building and on the same network so QOS should be high. I guess I just need to try it and see what happens.
Thanks for all the replies.

Les