Balancing between Call centers. What software to use for the task?

Question

Asterisk

Hello!
The situation is as follows:
There is a single multichannel phone number, calls to which should be received by several Call Centers.
Call centers, so far, three. In the future, ten times more. It is the same with the number of calls, a very significant growth is planned.
Each call center has from 2 to 10 agents. The PBX role is performed by Asterisk everywhere. It is necessary to divide incoming calls between call centers as honestly (equally) as possible, of course, taking into account the number of free agents in call centers.
Since at the moment I have experience only with Asterisk, I see the implementation by creating queues, i.e. installing a server with Asterisk for balancing calls between Call centers. But I think that this approach may have scaling problems in the long run. Googling diagonally, I found two, it seems to me, project keywords. These are OpenSIPS and Kamalio.
Questions:
1. How would you implement the task? A description in general terms is enough, "then I can already do it on my own" (c).
2. If the keywords are chosen correctly, then OpenSIPS or Kamalio?
3. Maybe something iron?
Thanks to.

Answer 1

For me, this is implemented by the task of loading the call center.
That is, if a certain number of subscribers in the queue is exceeded, the call will go to another Call Center without entering the main queue.
also put a limit on being in the queue, minimizing the loss of the client. that is, within 2-3 minutes they did not answer in the queue, then go to another call center.
Then you can fix the number behind a certain call center and if there is a second call from this number, take him immediately to the call center where he already worked.
besides at the same time to watch loading of koltsentr.
Or throw numbers one at a time. the first number came to one call center, the second number came to another call center.
There is an option to track where the call is coming from. and throw it at the call center for which the region is rigidly assigned. (If calls can be from regions and call centers are also spread across cities)
, you can come up with a lot of options.

Answer 2

we have in one of the solutions not Asterisk, but Dialogic
but the platform is not so important we installed our own IVR
platform in front of several call centers (Avaya) instead of the regular IVR (Avaya VoicePortal) implemented the functionality of the global ACD (queue) there we monitor the workload in real time both call centers and operator queues