vicidial.org

Is it madness to use ViciBox server, running on the local network, as a CRM, which routes its calls through a remote Asterisk PBX? It's just a redundant step? It would create a needless bottleneck?

It depends of your need, but in my experience, this can be a bottleneck

All I needed to know. We're experimenting with using SugarCRM and, IIRC, AsteriskDial, or something that sounds like that -- a module for click-to-dial SIP. Not sure how to implement a queue, but ViciBox might be more than what we need.

You need Vicidial if you require autodialing.

If you need a phone system that will reach out and dial Prospects any time an Agent is available (and not presently already talking to a prospect), that is what Vicidial is required for. It will pro-actively dial leads to get your account reps on the phone with a prospect. The agent logs in and pushes the "Resume" button ... Vicidial does the rest (when properly configured, of course).

If you do not need "autodial" you do not need Vicidial. Not to say you can't Use Vicidial, because Vicidial CAN fulfill the needs of virtually any call center. But Vicidial is absolutely needed if you must have autodial.

As I mentioned on another post, you should probably pay a consultant to assist you with the software configuration necessary (and later 'wanted', but necessary for now) for your business model. Avoid paying anyone thousands of dollars up front for any "systems". It's far too easy to get ripped. A consultant who has NO "investment" in the result could save you a huge chunk of money if you are setting up a business.