Environment
- Single-server dialer carrying agents, database and recording storage
- One SIP trunk with no failover path
- No separation between agent traffic and back-office network
- Backups limited to occasional manual copies
Contact center / BPO
Outbound contact-center dialer platform
A growing outbound operation was running its dialer, database and recordings on a single server. Agents reported audio breakup at peak, campaign reports timed out, and there was no recovery plan if the box failed.
Architecture
- Dialer nodes separated from the ViciDial web/database tier
- Database moved to dedicated resources with tuned buffers and log archiving
- Recording capture offloaded to separate storage with retention rules
- Second carrier trunk added with failover routing and channel limits
- Voice traffic placed on its own VLAN with QoS marking
Implementation
- Baseline capture of busy-hour concurrency, dial ratio and database load
- Rebuild on a Proxmox cluster with resources reserved for telephony guests
- Campaigns migrated in stages with a pilot agent group validating each stage
- DNC handling, retry logic and dispositions reviewed before full launch
- Scheduled backups with a documented and tested restore procedure
Outcome
- Agent audio complaints traced to dial ratio and channel saturation and resolved at source
- Reporting queries no longer contend with live call traffic
- A single node failure no longer takes the whole operation offline
- Recording growth is bounded by policy instead of filling the system disk
Scope the work before you commit budget
Send the environment details and get an engineered proposal with assumptions, risks and a rollback path.