Sistema web integral para un call center usando servidor Ip Issabel

Ayrtón Dayan  Carrión Vega; Bryan Alexis  Cuero Ayovi; Milton Rafael  Valarezo Pardo; Oscar Efrén  Cárdenas Villavicencio

doi:10.59169/pentaciencias.v7i3.1501

Authors

Ayrtón Dayan Carrión Vega Universidad Técnica de Machala https://orcid.org/0009-0001-2968-0906
Bryan Alexis Cuero Ayovi Universidad Técnica de Machala https://orcid.org/0009-0009-4097-5172
Milton Rafael Valarezo Pardo Universidad Técnica de Machala https://orcid.org/0000-0003-1819-2074
Oscar Efrén Cárdenas Villavicencio Universidad Técnica de Machala https://orcid.org/0000-0001-6570-8040

DOI:

https://doi.org/10.59169/pentaciencias.v7i3.1501

Keywords:

Call centers; Issabel PBX; microservices; Docker containers; IP telephony

Abstract

This study presented the design and implementation of a comprehensive web system for call centers, aimed at addressing the lack of integration between Issabel PBX, hosted in a local environment, and a cloud-based management platform. Tailscale, a VPN based on WireGuard®, was used as a secure communication channel. The developed architecture was based on Dockerized microservices, a frontend built with Angular, and a PostgreSQL database deployed on Google Cloud. An agile methodology was adopted, using the SCRUM framework to manage the incremental development of key functionalities. During a one-month evaluation period, the system achieved an 82% reduction in the average call registration time, from 4.5 to 0.8 minutes, a data synchronization rate of 99.8%, and 98.7% availability of recordings. Duplication errors present in the previous manual process were completely eliminated. These results demonstrate the operational efficiency achieved and the reliability of the implemented solution.)