One of Elastix's biggest contributions to the open source community is the Call Center module. It is not easy to implement a call center. There are a lot of variables involved in this process. We have to choose the right PBX, the right Automatic Call Distributor (ACD), the right applications for the agents, the number of agents, if all the calls will be incoming or outgoing or a mixture of both if the outbound calls will be dialed manually or by a predictive dialer, if the agents will use an IP phone or a softphone, the type of reports, and many more. The list could be endless and the economic cost very high. Nevertheless, Palo Santo Solutions' Call Center module is a great help when deploying a call center operation.

In this chapter, we will learn how to set up the Call Center module without going too deep into this very complex world. Most of the learning experience will deal with the daily operation and administration of a call center, most of it involving the relevant reports...