Small Call Center BPX Capacity Planning

20+ users ~ 40000 minutes
Recurring cost to be less than $1000 per month?
In-house PBX system
Customizable for Microsoft Dynamics CRM integration
Soft phone accessible on each workstation
Done by June 30, 2015
Proposed Solution:
SIP Trunking Provider: Twilio
In-house PBX: PBX in a Flash (stack of CentOS, Asterisk, FreePBX, and IncrediblePBX)
Control Panel: iSymphony
Auto dial: In-house GoAutodial
Soft phone: Zoiper Business Edition (G.729 codec support)

SIP Providers:
Twilio – Add $0.0005/min to record 0.02 per outbound minute 0.01 per inbound minute; no voice recognition;
Plivo – Free recording and storage 0.012 per outbound minute 0.0085 per inbound minute; SMS delivery intermittent failures; based on Voxeo / freeswitch
Nexmo – $0.0063 per SMS, $0.0102/min Outbound, $0.0039/min – $0.0161/min inbound toll-free, $0.72/month toll-free number; better International SMS; cannot use same number for voice and SMS
Tropo – better TTS voice quality, speech recognition, call recording; Robust XML feature; 
Ring Central – 
Hosted PBX:
– FreePBX
– OpenVBX
Control Panel:
– iSymphony
– Goautodial: Centos
– JustGoCloud: $0.016 per minute
– VicidialNow: Centos
– Vicibox: Ubuntu
– Trixbox: OpenSUSE
Soft phone:
– Zoiper
– Xlite
– 3CX
– iSoftPhone
– ShoreTel Sky softphone
Install G.729 codec for better quality
  • GSM – 13 Kbps (full rate), 20ms frame size
  • iLBC – 15Kbps,20ms frame size: 13.3 Kbps, 30ms frame size
  • G.711 – 64 Kbps,
  • G.722 – 48/56/64 Kbps
  • G.729 – 8 Kbps, 10ms frame size
  • Speex – 2.15 to 44.2 Kbps
  • ITU G.726 – 16/24/32/40 Kbps 

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