A few months ago, my colleague Dave Hoff and I blogged about a CouchDB based solution to enable a virtual call center powered by Phono – the jQuery extension that lets you build telephone and instant messaging clients inside a web browser.

That series had a fairly heavy emphasis on the use of Asterisk as the engine driving calls from customers to remote agents.

We’re now revisiting this solution with an emphasis on making it easy for anyone (including those with no need for an Asterisk application) to get a remote call center solution up and running quickly and with amazing ease.

This screencast will demonstrate how to get a fully functional, cloud-based remote call center solution deployed and working in about 10 minutes.

You’ll need a few items to follow along and get your own virtual call center up and running.

But don’t worry – they’re easy to get and (for development purposes) free to use.

• A Tropo account.
• A Phono API key.
• An instance of the open source NoSQL database, CouchDB.
• The CouchApp command line utility for deploying CouchApps.

You can clone the solution demonstrated in this screencast by doing the following at the command line:

git clone git@github.com:mheadd/remoteagent.git

As I emphasize in this screencast, the potential to extend and expand the features currently included in this solution are almost endless.

Because Tropo and Phono support open standards like SIP, XMPP and HTTP you can integrate with almost any system that you need to, so you can provide cutting edge features in your virtual call center.

The solution demonstrated here is completely open source. Clone it, extend it, make it your own – the only limit is your imagination.

Have fun!

Related posts:

1. Using Tropo for a Remote Call Center Solution
2. JavaScript Remote Call Center Solution: Part 3
3. SMS Voting App in 10 Minutes with Tropo and CouchDB
4. Introducing the new AT&T Call Management API powered by Tropo
5. Tropo-Powered Hamradio Callsign Lookup App

Tags: call center, couchdb, ivr, phono, sip

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