22.1. Traditional Call Centers

Most systems deployed before the year 2000 will look quite similar. They will involve a set of phone lines delivered either via a PRI or through an array of analog lines, which connect to a PBX system that delivers calls to handsets that are likely proprietary to the systems deployed. These systems will likely provide a basic set of functions, with extra functions such as voicemail and conferencing being provided through external modules that may cost thousands of dollars. This topology is illustrated in Figure 22-1.

Figure 22-1. Traditional call center