astercc provides a multi-way call system based asterisk, using this sytem, you could build a multilingual telephone interpretation system.
key features:
1. billing invoice
2. multi language IVR
3. calling card
4. part-time agent
5. different rate
6. low-cost (VoIP support)
7. web site integration
8. full conversation recording
9. multi-party conference
10. support reseller
11. detail report
12. inbound/outbound popup
user case:
1. https://www.callservice365.com
2. https://accesspath.com
asterCRM 0.075 in asterCC 0.21 beta:
asterBilling 0.15in asterCC 0.21 beta:
we have improved the auto-recyle feature in new version, now you could config auto-recyle by campaign.
auto-recyle is used to recyle the number from table campaigndialedlist to diallist, so system could re-dial customer phone in some conditions, it has the following parameters:
Max trytime: the maximum time the dialer will try dial
Recyle time: it will start recyle when “Recyle time” seconds after the call is done
Enable Auto Recyle: set to “yes” if you want to enalbe auto-recyle
Min Duration: number will be recyled when the full duration is less than this value, this duration including ring time
Agent Answer Min Duration: number will be recyled when agent talking time is less than this value
Customer Answer Min Duration: number will be recyled when customer answering time is less than this value
* number will be recyled only when it meets all conditions above
the most feature in astercc is the predictive dialer, using the dialer you could improve the work efficiency. In this tutorial, I will introduce how to setup a dialer with a pre-configed IVR: when dialer start work, customers will hear a IVR which you configed in Freepbx, so we could also config in the IVR to accept customer input, and we can forward to an new IVR or agents in a queue.
1. config a Queue in freepbx
usually you want to config a queue to resonpse customer if they want to reach some live agent, so we config a queue first
2. config an IVR in freepbx
2.1 first we will add some voice in the IVR, you’d like to use a recording software, just notice that in asterisk, it requires to use wav format and 16bit, 8000HZ mono
2.2 add a recording
you can either upload the recording you finished in your pc, or use a ext. in system to record a new one
2.3 add IVR
now queue and recording is ready, we could add the IVR
in announcement, we select the recording we just done, and also we added two options to accept customer input, when customer hits 1, he will go queue 900, and when hits 2, he will go to ext. 5001.
4. add misc
then we need add a misc so the dialer could reach the IVR
remember this feature code 800, we will use it when configing campaign in astercc, you could use some other code as you like, just make sure it’s unique in your freepbx
now we finished the job in freepbx, you’d like to dial 800 from any extension, it supposes to bring you to the IVR.
5. config the campaign in astercc
login as admin, and go to campaign, add a campaign as following
make sure in “Inexten” you put the same code as in “misc application”, and in “Queue number” put the same queue number as your freepbx queue
6. add agent user in astercrm
you’d like to add some account for your agents if you want them get a popup form when they start answer customer calls, go to “Extension” to add astercrm account for your agents, make sure the account “extension” match the ext. in your freepbx
7. start dialer and test agent
before start dialer, you’d like to check your astercc.conf
make sure this parameter is configed as
doublecheckcampaign = yes
then restart astercc daemons
/opt/asterisk/scripts/astercc/asterccd restart
ask your agent login and as admin go to dialer page, start the dialer
as an agent, he will get a popup when customer answered the call and hit 1 for queue
8. check report
you could go to dialedlist to check the campaign status
* to get a working freepbx and asterisk easily, you could choose astercc box, elastix, pbxinaflash or trixbox
