A Scalable Architecture for Enterprise Level Call Center Design
Morales Irizarry, Jorge
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This article presents a project module of a larger Information Technology initiative as purposed by Company X. The module illustrates research efforts into potentially viable solution options through the use of network protocols. Also presented is the architecture and software design framework of the chosen method of implementation for this project. Prior to any in depth conversation, this article will include explanations of basic concepts not explicitly covered as a part of the project domain. This is because although not the projects focus, these concepts are deemed pertinent to understand in order to facilitate the reader's appreciation of the more detailed, non proprietary topics covered. Research findings, results and recommendations are also mentioned. Key Terms ⎯ †Automatic Call Dialers, Cisco GED-188 Network Protocol, Computer Telephony Integration (CTI), †Global Outbound Solution.