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AsterCC and Shen Zhen Huo Li Tian Hui Technology Co., Ltd. for the of mobile business applications to expand customer service call center to establish cooperation

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Introduction

As a leading mobile commerce application developer, Shen Zhen Huo Li Tian Hui Technology Co., Ltd. to more than 50 million business travelers to provide one-stop travel search and services, won the majority of business users favorite. As the product is in urgent need of build of customer service center function, Shen Zhen Huo Li Tian Hui Technology Co., Ltd. 2016 at the end of active contact and start cooperation with Sonicwell.

Cooperation

To provide users with fast consulting business is the purpose of the construction of the call center, its business distribution to Shenzhen, Wuhan and Beijing, the scope of application covers flight steward, high-speed rail housekeeper, fast hotel housekeeper. As a business application to provide business consulting business expansion, asterCC system on the customer service center efficient management and office has important significance, the formation of customer service center for customers to use mobile commerce applications to facilitate the same time, greatly promoted the service industry information And profitability.

As one of the most influential mobile Internet company in China, Shen Zhen Huo Li Tian Hui is committed to product design and service of mobile phone software development, business services, mobile community, LBS, mobile e-commerce field, deep plowing 10 years of Internet and mobile communication Server-side carrier-class product development, as a professional mobile application development and operations, Shen Zhen Huo Li Tian Hui of the Department of Science and Technology Co., Ltd. technical team and asterCC contact test system, call center based on asterCC system based on the basic call customer service function. Configuring the Active / Standby asterCC server improves the high availability of the system’s operating environment. Seat use asterCC comes with the CRM system, call configuration full recording function, work order module function to improve the efficiency of the internal work exchange agent. A work order is used for incoming customer service to create a business request submitted by a customer or an internal employee. A work order is like a tracker, can be very clear to track, deal with and archive internal and external issues of business requests. With standardized management, a clear service support process, cross-agent, cross-agent group collaboration to enhance the quality of customer support services to customers, the efficiency of the office, and then enhance the professional image of the enterprise. Report statistics and IVR agent scoring system with the use of help agents quickly grasp the seat of the working state. The schedule reminder helps the agent to build an orderly and efficient work environment. The ease of use of the system allows the administrator to manage the user management and business management directly to the subordinate business team, the liberation of manpower to make the administrator can focus more on the system maintenance and improve work efficiency.

Future

Since the establishment of a cooperative relationship and put into use, asterCC call system performance has won the management and service personnel affirmed. The operations team has cooperated with asterCC technical staff on the system-specific customization function, so that the statistical report function is fully qualified for a variety of consulting business needs, through the joint efforts of both sides to establish a long-term stable cooperative relations.

AsterCC and the Pang Da Qi Mao Group Co., Ltd. cooperation build the 4S shop cloud call center system in china

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Introduction

Customer advice, complaints, inbound are one of the important businesses that many companies after sales. Pang Da Qi Mao Group Co., Ltd is a company like this in china. And the domestic leading converged communications products and program providers Sonicwell cooperation, based on the cloud platform set up 4S shop cloud call center system, support the 4S shop customer advice complaints and call investigation call business system.

Cooperation

Customer consultation complaints and outreach Research are important business components of the Pang Da Qi Mao Group Co., Ltd. Customers in the purchase of automotive products at the same time, often need better after sales service. With the rapid development of communication technology, telephone consultation has become an important carrier to strengthen communication with customers. Proper and efficient communication with customers to accept customers ‘opinions on products and services is a key to win customers’ high satisfaction and profitability. The AsterCC call center system make complex consulting and statistical business has become simple, simple telephone consulting business has become more abundant, for customers to buy products and after sales service to provide a convenient.

“Efficient: here refers to every people at work, to do every job to the best, to make high efficiency, high income. “This corporate culture for the Pang Da Qi Mao Group Co., Ltd. won a large number of customers, by seeking cooperation with asterCC through long practice, call center system This idea.

Based on the concept of high efficiency, the Pang Da Qi Mao Group Co., Ltd. made the following requirements: Based on the China Xiang Yun cloud platform equipped with asterCC system set up a cloud call center, customer service using Yealink SIP phone, to achieve 24 hours a day to provide a perfect platform for customer service , Call customer service function and questionnaire function. Simple interface easy to operate, to provide simple and convenient of statistical features. So this system is able to make customer service staff clear tasks, easy to use, improve efficiency.

Prospect

Long term cooperation and use, making a Pang Da Qi Mao Group Co., Ltd. asterCC call center products to win trust, but also based on the latter in the industry has made achievements and influence, Making asterCC call center solution a wider range of applications. AsterCC call center can‘t be limited by geographical and business development, Pang Da Qi Mao Group Co., Ltd. is attracted by asterCC CRM, the agent mode work page with the questionnaire is simple and efficient. At the same time asterCC call center products powerful report statistical function is to win the praise, to facilitate business management to keep abreast of customer service conditions, and for the strategic planning of enterprises play a necessary support.

How to set agents internationall calls with an authorization numeric code

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Tips: How to set that some agents can do international calls with an authorization numeric code (password), you can view this article.

First, settings dialout PIN Prefix.

You should login the WEB, the left side management list find –> [User] –> [Teams] –> Select the team you want to set up –> Edit Team “Basic” “PIN Prefix” set up the dailout number frefix and saved, as follows:

Second, settings dialout PIN password.

The left side management list find –> [User] –> [Accounts] –> Select the account you want to set up –> Edit User “Basic” “PIN” set up the dailout “PIN Prefix” password and saved, as follows:

Last, test the dialout.

After set up you can through the agent to dialout number like 88888076 (the 88888 is the “PIN Prefix” value in this article) , at this time you will listen to the tips that you need to enter the password (enter password 123 is the PIN value you settings)

It should be noted that, without set up the PIN’s password can not be outbound, dialing will listen to the tips and automatically hangup.

Call center callerid number restrict

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1. Callerid number restrict

In the left management list, click Advanced -> CID Restricts, cilck enter the following page.

Restrict Type: Select the rules of restrict in dialing out,include: Whitelist and Blacklist. Blacklist:The numbers inputed can’t be dialed out through the trunk. Whitelist: Only the numbers inputed can be dialed out through the trunk.

2. Add

Cilck【Add】button to open the CID Restricts page.

Phone:  The telephone number(s) that dial out through the trunk or group,fill in one number per line,and also add more numbers one time.

Restrict Type:

Blacklist:  The numbers inputed can’t be dialed out through the trunk.
Whitelist:  Only the numbers inputed can be dialed out through the trunk.

Restrict Status: Enable or disable.

Team:  Set the CID Restrict to team only or whole system.

Trunk Type:  Select the type of trunk that used in dialing out,include:Trunk and Trunk group.Trunk groups is for the call can specify multiple trunks, so that the first relay does not dial the case automatically use the next trunk outbound.

Trunk:  The target of trunk or trunk group.

After completing the data, click the [Save] button to save the data. The page you can see the set.

3. Edit

Double click the data, you can open the editing interface, modify the data on the operation.

Call center how to manage callerid number

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Tips:Transport callerid number requires relay support.

1. When we need to set different callerid number for different applications, the order in which the system uses the calling numbers is as follows:

1) Truck callerid number (Mandatory).
2) Agent callerid number (Login status).
3) Campaign callerid number (Login status).
4) Device callerid number.
5) Truck callerid number.

2. Telephone system

Mandatory use of a unified calling number.

Callerid number can be forced on a specify trunk in the system, and all outbound through this trunk ignore any other settings and use this callerid number.


3. Telephone system

Use a uniform callerid number, sometmes devices require a separate callerid number.

4. Own call center

The agent has a separate callerid number

When the phone is checkin as a agent device, the system will priority to use the agent callerid number, otherwise the device callerid number will be used.

5. Campaign call center

Each campaign has a separate callerid number.

How the call center modifies the default SIP registration port

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Summary: This article describes how to modify the default SIP registration port to improve security.

1、First, use admin account to login the WEB.

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2、Second, find the system settings page, click 【System】 -> 【Settings】 -> 【GENERAL SIP SETTINGS】 -> “bindport”, double click the port number to modify the port.

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3、Finally, click Overload Bar and the changes will take effect.

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4、Cilent how to registring the devices.

4.1、The SIP server default port is 5060, even if the SIP Server is not specified, the port is also 5060. Suppose we changed it to 8060, again registered on its soft phone. When registering a softphone, the telephone will be successfully registered on the server only if port 8060 is used.

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4.2、After modification, in the iptables configuration port 8060 allow access.

Call center system related concepts

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Introduction: AsterCC is an advanced call center system, while providing a powerful CRM functionality, including the main funtction of the inbound / outbound, call recording, IVR, queue, etc. This article will describle related concepts.

1、account,agent and device differences and connections.

account: Used to manage the system, including system administrator, team administrator and users of three.
System administrator account: Used to manage the entire system, is the highest privileged account.
Team administrator account: Used to manage a team, including accounts, agents etc.
Users: Is the basic unit and also the billing unit, a user can contain more agents and devices.
Devices: Devices can be divided into internal devices and external devices, device numbers can be calling with each other through the inside.
Internal devices: The device in the asterisk system, such as a SIP, an IAX, or a DAHDI device. When a device extension dials an outside number, the cost will be counted in the user.
External devices: External devices refers to an ordinary telephone, the external device can only accept calls from the system.
Internal numbers: For example, 5000 is the extension number of an external device (number 041139735857), then when the other extension dials 5000, the system will try to call 041139735857. The extension number is the same as the extension number.

Tips:When the system dials an extension that attempts an outside number, the cost of the call is recorded on the account corresponding to the external devices.

Agent: For call center operations, including inbound and outbound, agents are assigned to different agentgroups and assigned to different tasks. Need to connect a device for this agent or enter an external number.
Set the agent’s device we can select, as follows:
fixed: The agent select to a fixed number (which can be inside or outside), the agent can’t modified.
self-adapting:The system will check whether the IP address of the agent login is registered with the IP phone, and if so, it will switch to the number corresponding to the IP phone.
dynamic:The agent can switch at any time his corresponding number (the system will check whether there are other agents to use the number)

2、The agent login, logout, checkin, and checkout the instructions.

login: Refers to the agent or the user enter the username password to enter the system.
logout: Refers to the agent or the user exits the system, this operation may be proactive logout, also may be the system that the agent timeout and automatically logout.
checkin: The agent login queue.
checkout: The agent logout queue.

Tips:When the agent logout, at this time the checkout also done, but if both terminals login with the same agent account and check in, the system will not change the checkin status when one of the terminals closes the window. For a static agent, the system will not check out automatically.

Call center report statistics function

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Tips: The asterCC business version call center system provides a wealth of functions, users can generate and view the corresponding report according to their own needs, this article we list some of the commonly statistical functions.

1、Outbound statistic functions

Outbound call center is mainly concerned about the transaction situation, seat efficiency and data usage.

1.1、Agent Details

Official reference links:Gto Page
The report provides a variety of parameters of the agent, according to the agent in a certain period of time to participate in all outbound campaign statistics or statistics only involved in a agent.
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1.2、IVR Details

Official reference links:Gto Page
This report provides all incoming calls to the IVR, including caller ID, DID number, transfer in IVR and transfer time.
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1.3、Inbound Details/Outbound Details

Official reference links:Gto Page
Official reference links:Gto Page
This report provides inbound and outbound details and record statistics for the agent or an device.
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1.4、Agent Group Details

Official reference links:Gto Page
This report provides statistics on a particular agent group within a time. This statistic is records only and business related. See the reports for the corresponding module.
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1.5、Outbound

The report provides the peak of the daily system’s primary data, including the number of logins, the number of checkins, the number of calls, the number of pauses, and the administrator can use to allocate resources.
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1.6、System

On this page, you can view the number of times that the system account has login, the agent login, the system’s number of calls, the number of clients waiting in the system, and the number of times the agent manually paused.
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1.7、Import

The report provides statistics on the system’s imported data.
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1.8、Stats Number

This report provides statistics on the incoming DID number of the system.
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2、Campaign

2.1、Statistics

Official reference links:Gto Page
The report according to the different tasks outside the call, the statistics out of the task call results, success rate, etc.
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2.2、Data Monitors

Official reference links:Gto Page
This report is used to count the data volume of the outbound call task.
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3、Dialer Statistics

Official reference links:Gto Page
This report calculates various data for the outbound call design using the pre-dial function, which can be used as a reference for setting pre-dial parameters.
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4、Filter Log

Official reference links:Gto Page
The filter is used to put the number in the customer package into the pre-dial list according to certain conditions, such as re-dialing customers who are connected but not being handled by the agent, which provides the filter’s operation.
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5、Customer Service

Official reference links:Gto Page
This report is used to count the data volume of the outbound call task.
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The solutions of call center extension can’t be registered

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Tips: After building the devices, we need to configure the SIP phone, until the phone is registered to the device after the success, can be outbound and inbound and other functions. But often encountered in the registration process of failure, divided into user name or password error problem, firewall problems, port problems.

1、Click【PBX】–>【Devices】,View device records If the registration is successful, the connection status of the extension is green. If the gray “UNREGISTERED” or “UNKNOWN” means that the registration failed.

2、Analysis on the Failure Reason and Solution of Registration

1)Registration failed for one reason: the user name, password error.

Solution: 1. Check the correct user name corresponds to the full registration account, 2. Authentication password is correct correspond to the device registration password.
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2)Reasons for registration failure: Firewall is not set through the relevant port.

Solution: 1. Close or set the relevant port to allow through the firewall, such as udp protocol port 5060, tcp protocol 5060 port.
View the firewall policy:iptables -nL
Increase the firewall policy:iptables -I INPUT -p udp -m udp --dport 5060 -j ACCEPT
If the server uses the SIP default udp port: 5060, you can also edit /etc/sysconfig/iptables, increase the port strategy to restart iptables effective, as follows:

3)Reasons for registration failure: the port used by the server (for example, the port is occupied, the port is not allowed to use or the port conflict)
Solution:Modify another port registeration. We manually changed the port to 5888 SIP registered to see the port occupation of the list: lsof -i


If we change the SIP registration port to 80, it will conflict with the HTTP service port, soft phone registration will not register successfully. Enter the asterisk console will continue to refresh the error.

Call Center campaign screen page add settings work order function

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Tips: This article describes the use of campaign inbound, in the customer data bomb screen page, add work order creation.

1、Left management list【Campaign】–>【Results】–> Enter the call result management page.

Call result displayed in the outbound page from agent. After the agent and client have finished the call, they need to select the processing status of the customer, fill in the contact details and the call result (an overview of the call).

2、Outbound call for campaign statistics report, will count the frequency of occurrence of various call results。

3、Set detailed call results, and provide agents in accordance with the actual situation accurately select the appropriate call results, help to improve the value of customer data, when the second use based on the call results can be screened out more effective customers, save time to improve the agent Work efficiency.

Click 【Add】 button,open the Results page.

Name:The name of result, it used to mark the result of calling(for example: DNC, poweroff etc.).

Dispose Status:Set the result rely on a status.If this happens, agents can only select results that belong to the corresponding status.

Status:Set this result belongs to which status, include: ANSWERED or NOANSWER.

Team:Whether bind the result to a specific team.The result can be used only in campaign belong to this team if you select.

Canpaign:Whether specify the using scope of this result, specific campaign or all.

Work order:Whether bind the work order to this result.

Only when the campaign using the main table customer, in the customer pop-up screen data page, select the binding work orders call results, see the ability to create work orders.