Virtualization A Test For Call Centers

摘要

IP contact centers can benefit from virtualization as much as any other technology but because of the real-time nature and need for reliability deploying virtual machines in this environment requires care in selection of hard-ware,segmentation of applications and the use of replicating VMs on the fly Contact-center elements such as voice, interactive voice response (IVR), automated call distribution (ACD) and conference bridging require near-real-time response, so VMs supporting them need enough dedicated horsepower, says Patrick Conroy CTO of contact-center software vendor Callfinity which also installs its products. Designing the contact center requires dedicating CPU and memory to the real-time applications that need them, Conroy says. VMs not running real-time applications can share remaining resources without dire consequences.