We are using VICIdial [url removed, login to view] on asterisk 1.4 with the latest version of freePBX. Our main issues have been getting the system to work well on any computer on any network. The majority of our calls seem to have no problem, but we do seem to have a higher than normal drop rate, and almost every day there is at least one computer that seems to have a strange issue. Sometimes they cant login, or they dont get the initial call on the xlite, or they get two customers on the phone at once instead of just one, or the agent hears hold music when they log in, etc. Often, these issues pop up randomly, meaning an agent will report the issue to us, then log out and back in, and the issue will be gone (only to pop up again later).
We noticed from your profile that you have extensive experience with asterisk and VICI, as well as other dialing platforms. We were hoping someone with a few years of experience with dialer software could help resolve these issues and help explain to our call center employees what kind of system and network settings they need for the best quality and least amount of issues. Currently we are using this set up:
SIP phone: xlite 4.0, some xlite eyebeams
Codecs: G729 on the xlites [url removed, login to view], and GSM on the eyebeams (GSM not available on xlite 4.0)
Browser: Firefox (Does not work in Internet Explorer)
Server Hosting: Server is hosted remotely on godaddy (We do not want to have to host servers in every call center)
The routers in the call centers are 100mbps, and our phone plan currently has 40 concurrent call channels available. We have verified bandwidth usage and available RAM as well. All computers have at least 1 GB of RAM, and most have 2. The servers are using only a fraction of the bandwidth they have available.
We have had several asterisk specialists look at it, but they seem to come to the conclusion that it is something wrong with the call centers' network set up on their end. They are not able to figure out what exactly is wrong though, and so we still have these issues. We are hoping to find someone who can help resolve these issues for good, and we would prefer someone who can be online from 9am - 6pm (GMT -8, American Western Time Zone, in California) in order to respond to the issues as they arise.