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asterCC commercial callcenter system released 2.6-rc1

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After 6 month, astercc multi-tenant call center system released version 2.6, besides bug fixing, it also provides the following new features:

  • trunk clone
  • queue policy: rrordered
  • conference mute
  • columo “Start At” in real time monitor page
  • predictive dialer support multi numbers for one customer
  • related feiled in work order
  • “link” field can be used to integrate with 3rd url such as google map, check How to use customized link to integrate with 3rd party system

for full change log, you can check http://wiki.astercc.com/doku.php?id=en:change_log:astercc-2.6-rc1_changelog

astercc provides 60 days 5 agents free trial, you can download from here.

How to use astercc script to configure HA and cluster call center

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High Available(HA):There are two servers of asterCC,master server runs all service(PBX,CTI,WEB,DATABASE) via virtual IP,the secondary server that can take over virtual IP from the master,it will work via virtual IP when the master is shutdown according to detecting the master by heartbeat IP。

The Configuration of Master/Slave Server

Information of Sample

Master Server

Service IP:192.168.1.120(Used in trunk and device registration)

eth0:192.168.1.234,this is primary IP of master server

eth0:1 ,the name of virtual NIC,it is disabled default

eth1:10.10.10.1,the heartbeat IP

Slave Server

eth0:192.168.1.235,this is primary IP of slave server

eth0:1 ,the name of virtual NIC,it is disabled default

eth1:10.10.10.2,the heartbeat IP

The Script file:clusterconf.sh

After configuring eth0 and IP,and finish the installation of AsterCC,then you should download and send the “identity” to support@astercc.org for obtaining authorization.We will configure them through clusterconf.sh. First,copy /opt/asterisk/scripts/astercc/clusterconf.sh to /root/ directory:

 cp /opt/asterisk/scripts/astercc/clusterconf.sh /root

Enter /root directory,and execute commands as shown below:

 cd /root
 chmod +x ./clustercc.sh

Select the type of configuration,input 1 means “HA”,as shown below:

ha_and_cluster01

Configure detailed parameters after press “Enter”,as shown below:

ha_and_cluster02

Input the parameters as the prompt of script above,press “y” if you confirm parameters above.

ha_and_cluster03

You will enter next step after inputing “yes” and the password of slave server twice,script continues to run automatically:

ha_and_cluster04

ha_and_cluster05

When script is finished,you should log on and shutdown the slave server,execute commands as shown below:

 shutdown -h now

Then reboot the slave server after the master server is restarted completely:

 reboot

Checking Database Configuration

You should log on two database servers separately,execute commands as shown below:

 show slave status \G;

As shown below,the values of “Slave_IO_Running” and “Slave_SQL_Running” are “Yes”,and others are normal.It is demonstrated the synchronization of database is available.

ha_and_cluster06Checking Configuration of Files Synchronization

Execute commands as shown below on Master server first:

 cd /home/ccsync && touch abc

Second verify the “abc” file existed or not(maybe there is a few seconds delay):

 ls /home/ccsync/abc

And then,remove the “abc” file on master server,and check the file whether was also deleted in slave server.

 rm /home/ccsync/abc

Last,test function of switching between master and slave server.

The Configuration of Cluster

Cluster:At least three servers running simultaneously,the master server run all services,include:PBX,CTI,database,WebService,slave server will run PBX,CTI,database backup,others run PBX and CTI.Although all of the servers run PBX and CTI simultaneously,they use one database,and same configuration of PBX and CTI.We can operate on master server,the database and web services supported to other servers via a virtual IP.The slave server will take over database and web services from master when master is abnormal.

Information of Sample

Master Server

eth0:Service IP:192.168.1.234 (Used in trunk and device registration).

eth0:1,the name of virtual NIC,this is primary IP of master server:192.168.1.120(used in database and web services).

eth1:10.10.10.1,the heartbeat IP.

Slave Server(backup server)

eth0:192.168.1.235 ,the primary IP of PBX service(Used in trunk and device registration).

eth0:1,the name of virtual NIC,it is disabled default.

eth1:10.10.10.2,the heartbeat IP.

Cluster Server

eth1:192.168.1.245,the NIC of PBX service.

The Script file:clusterconf.sh

After configuring eth0 and IP,and finish the installation of AsterCC,then you should download and send the “identity” to support@astercc.org for obtaining authorization.We will configure them through clusterconf.sh. First,copy /opt/asterisk/scripts/astercc/clusterconf.sh to /root/ directory:

 cp /opt/asterisk/scripts/astercc/clusterconf.sh /root

Enter /root directory,and execute commands as shown below:

 cd /root
 chmod +x ./clustercc.sh

ha_and_cluster07

Select the type of configuration,input 2 means “Cluster”,as shown above:

Input the parameters as the prompt of script above,press “y” and “Enter” if you confirm parameters above.Then,you will enter next step after inputing “yes” and the password of slave server twice,script continues to run automatically:

ha_and_cluster09

Press “Enter” after inputting the possword of slave server twice,as shown below:

ha_and_cluster010

ha_and_cluster011Press “Enter” to continue the configuration automatically,as shown below:

ha_and_cluster012

ha_and_cluster013

So far,the configuration is finished.After the script is finished,log and shutdown the slave server and other servers that running PBX service only:

 shutdown -h now

And then reboot the master server,execute command as shown below:

 reboot

Then poweron the slave server and other servers after the master server is restarted completely.

Checking Database Configuration

You should log on two database servers separately,execute commands as shown below:

 show slave status \G;

As shown below,the values of “Slave_IO_Running” and “Slave_SQL_Running” are “Yes”,and others are normal.It is demonstrated the synchronization of database is available.

ha_and_cluster014Checking Configuration of Files Synchronization

Execute commands as shown below on Master server first:

 cd /home/ccsync

Second verify that the “abc” existed or not(maybe there is a few seconds delay):

 ls /home/ccsync/abc

And then,remove the “abc” file on master server,and check the file whether was also deleted in slave server.

 rm /home/ccsync/abc

Last,test function of switching between master and slave server.

How to implement after call survey

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In asterCC system,there is a default IVR of after call survey for agent,but that’s a Chinese version,so we should create a new one to implement the survey function.

default_after_call_ivr

Upload Announcements

We need upload the announcements which will be used in IVR after hung up,for example:“Please make an evaluation for the service….” “Welcome to call us anytime…” and so on.

On the [Advanced]→[Announcements] page,you can upload announcement via click the [Add] button,as follows:

add_announcements01

Add IVR of After Call Survey

Press the [Advanced]→[IVR] on the left menu to enter the IVR adding page,you can create a new IVR via clicking the [Add] button,as follows:

create_a_new_ivrAdd the Answer Action

Add the first action,this action is an Answer action,as follows:

add_answer_action01Add the ReadData Action

Then add the second action whose action is ReadData,add the Announcement which we uploaded into it,to prompt the customer enter the evaluation IVR,as follows:

add_readdata_action01Add the Webservice Action

Last action but not the least,as we use the webservice in asterCC system,so fill the blanks with specific content as follows:

  • add_webservice_action01WS Address:http://127.0.0.1/agentcallrate.php?wsdl
  • WS Function:saverate
  • WS Param:AGENTNO|TEAMID|AGENTGROUPID|sessionid|inputcode|callerid|MODELTYPE|MODELID

 

Add the Failed Transfer

The Conditions’ value in transfer isn’t the score for agent,it is the return parameter of webservice.

The first condition is 0:

add_failed_transfer01Add the Success Transfer

The second condition is 1:

 

add_success_transfer01

Assign the IVR to Queue

Double-click the [Advanced]→[Rate Announce] under [Advanced]→[Queues] directory,as follows:

assign_the_ivr_to_queue01

You can enter the [Statistics]→[Rate Log] directory below to evaluate agent:

to_evaluate_agent

asterCC multi-tenant call center system released 2.4-rc2

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====== New Features ======
==== Advanced ====

* The QC Rate is not limited from 1 to 5 any more.
==== Statistics ====

* Add the “Yesterday” quick button on the Agent Details page.

* Add the function which shell exporting for IVR Details.

* Add the Regional Report page under statistics modules.
==== Campaign ====

* To avoid misunderstanding,the “OK” button changes to “Save Auto Assign Plan” button on the assigning page under Campaigns module.

* The default distribution style of customers assgining is “by all noassign”.
==== Message ====

* The SMS server can be set up by Team.
==== Dialer ====

* Add function which hugup the ringing agents when there’s no idle agent in queue.There is the function switch under [Campaign]->[Campaign Management]->[Predictive Dialer]->[Hangup Ring When No Idle].
==== System ====

* Under the device model,the retrieval time of call-parking modified from 12 seconds to 300 seconds.
==== Customer Service ====

* Add the Agent Group field on [Customer Service]->[Missed Calls] page.
==== Agent Interface ====

* The system will stop the manually dialing if there are erroneous dialing. Add a Continue Dialing button when submit duplicate applications for dial-out.It could remove the data has been dialed before,and insert a new dialing request.

* Add the Select All checkbox function,under [Message]->[Notices]->[Add] directory,you can select all recipients.

* The format of Contact’s Hiding. Now it will be hidden 5th-8th digits from right, if it less than 5, hide all the numbers.

====== Bug Fix ======
==== User ====

* Repaired the bug which failure of recording generation when the Rec Condition is “All” and use the device model.
* Repaired the bug that can’t saved the Role twice after you don’t select the required content first on [User]->[Roles]->[Add] page.
==== PBX ====

* Repaired the limit of Device Detail length on [PBX]->[Devices] page.
* Repaired the bug that can’t edit again after saved when CIDNum has several NULL on [PBX]->[Trunks] page.
* Repaired the fields are vary with export format(.csv or .xls) on the [CDRs] page.
==== Advanced ====

* Repaired the bug that “End” can’t be modified when we add the WorkTime on [Advanced]->[Worktimes] page

==== Statistics ====

* Repaired the bug if you download the image or PDF, it will popup “select agent group” although you have selected the agents and “All Group Accumulation” on the [Agent Graph] page.
==== Campaign ====

* Repaired the bug that will delete other all datas of campaign used Main table, when you delete the datas after searching by “Updated” field on [Campaign]->[Customers] page.
==== Call Center ====

* Repaired the exporting bug that it can’t download the file when there are several blanks in exporting file name.
==== Log ====

* Repaired the fields lack in export file on [Call Events].
==== Dialer ====

* Repaired the default privilige bug of Role type is “Account”, the dialer’s page selected default, it should be controled by Roles.
* Repaired the bug that it can’t recycle the data immediately via setting “Schedule” time to 0000-00-00 00:00 on [Dialer]->[Dialer]->[Recycle] page.
==== Customer Service ====

* Repaired the bug when you export the datas by .csv format on [Customer Service]->[CDR].

==== E-Commerce ====

* Repaired the bug that the Storage Management module can’t be deleted along with uninstallation of E-Commerce module.

==== Agent Interface ====

* If the Name of customer contact information is NULL. The label name will quote the first field in [Campaign]->[Campaigns]->[Basic]->[Agent Fields]. Repaired the bug that not hide the phone number although set the “Hiding contact info.” to “Yes” when set phone1 to the first field in [Agent Fields].
* Repaired the bug that accounts can’t be listed after selected account group by administrator on [Message]->[Notices]->[Add] page of agent work interface.
* On [Dialer]->[Dialer Noanswer Cause] page,repaired the bug that can’t find the campaigns under current team when “Purview” is “Team” on [User]->[Roles]->[Privileges Setting]->[Dialer]->[Dialer Noanswer Cause].

* Repaired the display bug that when using the IE(version 8 9 10) browser,it always displayed “NAN” on status label.
* Modify the automatic dialing countdown always start from 60 seconds after every pause.
==== Background Program ====

* Repaired the memory overflow problem of http push module.
* Fixed the bug that timing file task can’t be synthesised in time.
* Repaired the bug that missing of Customer Service when we initial the demo of asterCC system.

asterCC multi-tenant call center system released 2.4-rc1

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We are proud to announce that we released new asterCC, in this version we added one cool feature, you could get a report about why your calls are now answered, like busy, invalid number, defaulting subscriber etc, based on early media, we could generate a no answer report for each campaign: 54c4865829abdfd728e39077144bb46c.media.750x429 for full change log, please check here You can download the system to have 60 days 5 agents trial with all features.

asterCC call center 2.3-rc2 released

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New features:

  • Add “Auto Stop ACW(s)” function.
  • Change the fixed size of selection area.
  • Add the function of deleting the past CDR by the script.
  • On the page of [Statistics]→[Agent Details],add columns(workmode_dialin,workmode_dialout,workmode_all) to display and export.
  • On the page of [System]→[Recording Plans],Whether delete the source file of recording when we delete the Recording Plans.
  • On agent desk page,add a radio button that control all status in different agent groups.
  • On the agent desk,we add “current status and duration” under the “Status” button.
  • On the agent desk,when you click the “Obtain Customer” button,the first date of customer will appearing automatically.auto_exit_acw.media.700x480 switch.media.700x306

To download, please go to http://astercc.org/downloads

asterCC call center 2.3-rc1 released

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New Features

  • Support ASR engine for Chinese
  • Support to use ASR engine to recognize phone call status (power off, busy, invalid etc)
  • When save a customer in campaign, system could post all information to a specific url
  • New information when export customer data
    • last call start time
    • last call end time
    • last call duration
  • In agent detail statistic page, support export job
  • Command line to re-generate and reload all configration
  • A new API for call conference, and it allows for DTMF pass through

Bug Fix

  • When enable hide contact, in some other module, agent can still see customer phone number
  • Fixed duplicated menu in import page when using different role

It provides 5 agents 60 days free trial, please download from http://astercc.org/downloads

asterCC released 2.2-rc4

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We fixed some bug in this version

New Features

  • New API to call two numbers which are not system device

BUG Fix

  • Updated dahdi drive
  • Fixed the bug that agent ring timeout is alway 15 seconds
  • Fixed the bug that call get hangup if agent press # during the call
  • Fixed the bug that MOH in ringgroup is not changeable
  • Fixed the bug that predictive dialer is not respect the redial option
  • Fixed the bug that it didn’t create related table when create a main table campaign
  • Fixed the bug that it didn’t respect user scope in CDR page
  • Fixed the bug that it didn’t respect the device option in IVR
  • Fixed the bug showed all conferences of all teams in conference page
  • Hide password in SMS config page

asterCC Call Center released 2.2

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asterCC commercial call center system released version 2.2, the most improvement in this version is that it integrated google ASR, with previous TTS integration, now your asterCC IVR could read and listen now!

you can download and have a free trial from HERE

====== New Features ======

  • In IVR, all actions now have a failure destination
  • Support ASR in IVR
  • Support IVR for import/export
  • Display queue status in agent portal
  • In report, we could get agent report for all group he belongs to, including call number, call duration, average call duration, login duration, busy duration, etc
  • For call hint window, add option: hidden, fixed, delay-close
  • Add realtime call status diagram, including IVR, talking, ringing, waiting
  • New WYSWYG editor
  • Added extension number in extension list
  • In template, use “display name” instead of database column name
  • In campaign, it supports auto reset customer status if agent hasn’t contacted the customer for days so other agents could obtain
  • Added report in CDR page, including inbound calls, inbound duration, outbound calls, outbound duration, inbound cost, outbound cost, team cost, system cost, user cost
  • Added device status in conference, green means device is online
  • In predictive dialer, it could auto redial based on config, say you can configure re-dial in 1hr, 3hrs, 12hrs
  • Some report start to run background, to avoid timeout when it has to run lots of data

====== Bug Fix ======

  • Fixed the bug when hiden contact, phone number displayed in contact history
  • Fixed the bug when listen recordings in QC page, customer information is null for main customer table
  • Only when user scope is system, team admin and user is system admin or team admin, it will display black list and DID in import page
  • Fixed the bug when agent try to send non-mime email
  • Fixed WeiXin menu management page css bug
  • Fixed the bug that in import/export job management page, it always goes back to first page
  • Fixed the bug when query in conference page, different team might see others’ records
  • Fixed the bug when delete a customer in campaign customer management page