Do you think any more sales people can promote their products in this reply? Really - don't you have any shame? Isn't a forum where users can get advice - not a sales pitch for your product????
It sounds like your first step should be to really identify your requirements. It sounds like you have a good first start.
Many of the ACD products on the market today offer the capability to route ACD calls to telecommuting agents, provide real-time monitoring, as well as extensive reporting.
Avaya, Nortel, and Aspect are vendors that have experience in providing technology solutions to resolve these types of issues. You might also consider using an ACD vendor, like Ineto, that only requires a PC and analog phone line to route calls. They used to charge on a minute basis, so that may be a easy way to set up a inbound center and then evulate your long-term technology and staffing needs. You could also outsource after the fact as well.
If I can help you in any way for advice, please contact me at
michelle.d.babb@kp.org.