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Tutorials

Call center how to set auto recycle number function

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Tips: Since we have already learned how to pre-dial, you may need to know about the filter, which plays an important role in assisting the pre-dial function. When the pre-dialed number needs to be recycled, or be placed into the dialer list again, the filter can recycle all the numbers that meet your settings in a certain period of time. The filter will save the agents a lot of time which they might have used to recycle the numbers one by one. This raises the efficiency significantly. This post will how to configure the filter.

1、Click the left manage the list【Dialer】–>【Campaign Diallists】–>”Filter”

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2、Click “Filter”, Let’s take a look at the fields availableas follows:

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“Filter name”:  Name this filter.

“Status”:  Enable the filter or not.

“Priority”:  Recall the dialing priority of the customer in the pre-dial list through the filter. The higher the priority, priority dialing.

“Schedule”:  Set up this filter in the hope time to running.

“Dialer phone field”:  Is the firstly identified number by the system. When there are two or more telephone numbers in the customer information, you can choose which one to be pre-dialed firstly.

“Scheduler”:  When you would like the filter to start to work. There are five dropdown menu. When all the five are “*”, it means this filter is working all the time. And the same telephone numbers will not be imported into the dialer list again if it’s already in it. Select the time you want the filter to start at. For example if you want the filter to perform at 9:15 on the every day,  as follows:

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Tips: Through those exmple you can better understand the rule of setting the time. “Day” and “Week” cannot be set at the same time.

3、Now,  we set the filter’s conditions.

In the “add filter conditions”, choose the field name you need to set and the condition which including Match, Less than, Equal, Greater than, Unequal. Enter the condition in the box. The choice box has all the logical relation.

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For example, if you want to add all the customers status “Not Equal” “successclosed” and status “Not Equal” “errorclosed”, choose “Status” “Not Equal” → “successclosed”, then choose “and”, and choose the choose “Status” “Not Equal” → “errorclosed” in this page, as follows:

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Click “Add” to set a condition. If you still want to set more conditions, you should allow the system to recycle the data into the dialer list, then you can go on with the setting and adding of the conditions. The added conditions will appear in the chosen pre-dial filter conditions. After saving, you can preview the data in the form at the bottom of the interface, as follows:

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After the above operation, click “save” to save the filter settings, as follows:

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For further settings, select “disabled” in the “Status” field and click anywhere to save. Then click the “Process” field under the button “immediate” to achieve manual control operation filter or keep “enable” to achieve automatic operation of the filter, as follows:

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Now we have finished configuring the filter. You can log in the agent interface to see the dialer list. Open any recycle list

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We can put the number matching the filter conditions into the dialer list. If the recycled customer called “大连(Dalian)”, the filter with the field name containing “大连(Dalian)” will perform immediately. Then we go back to check the dialer list:

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The customer numbers which match the conditions now appear in the dialer list, and the system will dial in sequence.

Tips: If the number exists in the dialer list, it won’t be recycled into the dialer list again by the filter.

Call center how to restore the system from the backup file

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1、Make sure install the same version of asterCC system

Install asterCC please view:【Goto Page】
Tips: Afetr installed the sysytem, make sure to install the same module as the original system.

2、Transfer the backup file to the new server

Please read the detailed operation:【Goto Page】

3、Unzip the system backup file

Goto the directory where the wget command to download the file, execute the following command to unzip the system backup file:
tar -xzvf astercc_files.tar.gz

4、Restore the database

4.1、Unzip databases file

After unzip the system backup file, execute the following command to unzip databases file:
gunzip -c astercc_db.sql.gz > astercc_db.sql
When complete, get file astercc_db.sql is the database backup file.

4.2、Import of database backups

To import a database backup, you need to execute the following command:
mysql -u root -p astercc10 < XXXX.sql
The “astercc10” for the new server database name, file “XXXX.sql” is the database unzip file, here “astercc_db.sql”, so the command is:
mysql -u root -p astercc10 < astercc_db.sql
Finally, enter the new server MySQL password, the default is: astercc. The database will be imported. To this step, has not completely ended, if the old server database does not use the default database information, you need to set the new server configuration file manual changes:
4.2.1、File astercc.conf → [database] in the corresponding information to be modified,for example:”dbname”、”username”、”password” should be modify.
vim /opt/asterisk/scripts/astercc/astercc.conf
Call Center Restore
4.2.2、File astercc.conf → [statistics] in the corresponding information to be modified,for example:”dbname”、”dbpassword” should be modify.
vim /opt/asterisk/scripts/astercc/astercc.conf
Call Center Restore
4.2.3、File database.php -> DATABASE_CONFIG -> var $default — > “password”, “database” should be modified.
vim /var/www/html/asterCC/app/config/database.php
Call Center Restore

5、Use the directory in the backup package to overwrite the appropriate directory

Use the unzip backup file to overwrite the appropriate directory,need execute the following command:
\cp -rpf ./etc/* /etc
\cp -rpf ./opt/* /opt
\cp -rpf ./var/* /var

6、The system prompts you to regenerate the configuration file

Import the database backup is completed, the system related file overwrited, you need to reload the new server, find the “reloadconf.sh” file can be executed after it.
/opt/asterisk/scripts/astercc/reloadconf.sh

How to setting agent is hangup, the call center will automatically push the email or SMS.

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Tips: The “Hangup Action” is what happens automatically when the call ends. For example, hang up to send text messages to customers, or mail.

1、Setting Mail Server

Mail Server settings reference link:【To Link】

2、Setting SMS Server

SMS Server settings reference link:【To Link】

3、Create Templates

Templates settings reference link:【To Link】

4、Add Hangup Action

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5、Hangup Action of the field description

Target:When the client state is set, an on-hook event is performed. “Agent Failed” refers to the customer answered, but the seat did not connect, the equivalent of missed events to hang up. Four other types of targets, “Open,” “Pending”, “Successful Submit”, “Failed Submit”. Only after called, tags customers, and save, this time will send the corresponding SMS or email.
Type:After the hangup, will to send the type of event, divided into SMS and mail.
Template:Select the template to send the message.

How to setting call center team and domain binding

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Note: AsterCC is a hosting system that can serve multiple customers at the same time. Each customer is managed from team in system, the team has its own unique identifier. In softphone registration, the username is formatted as a “Identity – device’s number”, such as “astercc-5000”. By default, when users login the system, they need to choose their own team, but in many cases customers don’t want to see all enabled team. The system provides the domain binding function to solve this problem, as follows.

1、How to set asterCC2.3-rc2 version prior to the system.

First need to open the domain binding function, edit the file /etc/astercc.conf, find the line login_route = team, delete the comment mark “;” to enable the option.

When use domain to login the system, you will see “Only the systemadmin login”, so only the system users can login through this page, as follows:

When you want login specify the team, you can use address http://192.168.252.134/astercc (Identity: astercc) or http://192.168.252.134/sonicwell (Identity: sonicwell).

Or use a second domain that resolves to that host, http://astercc.yourdomain.com or http://sonicwell.yourdomain.com.

The user will be in own page to see the own team.

2、How to setting asterCC2.4-rc1 after the version of the system.

First, open the left management list and click 【System】->【Settings】-> “ADVANCED SETTINGS SYSTEM” tab, change the”Login Route” to “enable”, as follows:

When use domain to login the system, you will see “Only the systemadmin login”, so only the system users can login through this page, as follows:

When you want login specify the team, you can use address http://192.168.252.134/astercc (Identity: astercc) or http://192.168.252.134/sonicwell (Identity: sonicwell)

Or use a second domain that resolves to that host, http://astercc.yourdomain.com http://sonicwell.yourdomain.com

The user will be in own page to see the own team.

FAQ for Call Center System Usage (updated regularly)

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1、Q: How many agents and devices can the system support?
A: 2000 devices registered, but the more devices support need to do development.

2、Q: How many conference calls can be supported in the conference room?
A: We tested 30 people, but more didn’t test.

3、Q: The system support SIP phone to register system with TLS protocol?
A: support, reference method【Goto Page

4、Q:Can I set the number of calls per unit time on the trunk, or limit the total number of calls, when the number reaches a certain limit, this relay is not available?
A: The system does not have this feature, after the version will be supported.

5、Q: How to deal with historical data of cc10_curpbxcdrs table in the system?
A: At the time of the call due to unknown failure to produce error call records, these legacy data can not be processed, but you can view the astercc system log is what causes the failure.

6、The system modify license the largest agents, the login page prompt error 403, how to deal with?
A: The page return 403 error, the system agents more than the maximum number of agents authorized, so to delete the excess agents, you can log on to the admin account operation.

7、Q: How to clone trunks in system?
A: The need to upgrade the system to astercc2.6-rc1

8、Q: Voice mail to 100 after the no longer added?
A: In /etc/asterisk/voicemail.conf you can add maxmsg = 1000 fix it.

9、Q: When login WEB get information can not connect to the server, how to fix it?
A: The reference method【Goto Page

10、Q:”Agent details” as long as the show a few, each time to open it, it’s already set good, how to achieve this?
A: This is related to the current use of the browser cookie is set on the current browser, as long as not cleanup cookie will use the browser has been in force.。

11、Q: Afetr to make a score, the statistics’s “Rate Log” score records can not be displayed?
A: The reference method.【Goto Page

12、Q: Why the PBX records data is duplicated?
A: crontab-l check at * * * * * /opt/asterisk/scripts/astercc/astcc_historydata -d is running the two, delete one.

13、Q: AsterCC system Is there an offline use manual?
A: Yes,【Download

14、Q: How to set the bomb screen, Workorder status is to continue tracking state for default?
A: 【Campaigns】–> 【Basic】 there is a “Default Stateus”

15、Q: AsterCC system tts speech synthesis is not available?
A: AsterCC system tts voice synthesis based on google-related services, the service is not available, asterCC tts is no longer available.

16, Q: While “realtime” program is always down?
A: Direct execute /opt/asterisk/scripts/astercc/astcc_realtime to see what is wrong. Sometimes if the load large, realtime will automatically restart, the basic does not affect anything.

17, Q: The page prompt recycle all current condition data always failed?
A: This error prompt is WEB obtain message time out, but the process is running.

How to use ngrep for fast SIP packet analysis

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1、SIP debugging

AsterCC call center system is a system based on SIP communication, compared with the traditional telephone system, voice transmission based on IP network, so learn how to debug VoIP communications network administrators must master one of the skills. Here we will gradually introduce some VoIP debugging tools, hoping to help us better design, maintenance, voice communications and call center systems.

2、What’s ngrep

Ngrep is the network version of grep, used to filter specific information from the network, we learn how to use ngrep to debug SIP system.

3、Install and use ngrep

yum install -y ngrep

The most common command format for sip, as follows.

ngrep -dany -qWbyline "" port 5060
ngrep_any

This command outputs all packets arriving on port 5060 of the server 5060 as the default port for sip so that all sip packets are output to the screen.
If we want to see the packets sent from/to the server astercc.org, the command as follows.

ngrep -dany -qWbyline "" port 5060 and host astercc.org
ngrep_astercc

We can also use regex to filter specific information, for example we want view packets from astercc-1000 device.

ngrep -dany -qWbyline "astercc-1000" port 5060 and host astercc.org

Use ngrep filter information with regex, for example only view SIP REGISTER packets.
ngrep -deth0 -qWbyline "^REGISTER" port 5060

Where ^ REGISTER represents a packet starting with REGISTER

We can also specify a NIC (eth0) for inquiries, for example.

ngrep -deth0 -qWbyline "astercc-1000" port 5060

[su_highlight]Note ngrep capture packet priority is large than iptables firewall, if ngrep see a package but asterisk can not see, it is iptables problem, you need to check the iptables settings.[/su_highlight][] [/]
Using ngrep we can also save the output to the specified file, the command format as follows.

ngrep -W byline -d eth0 port 5060 -O capture_file

The other two parameters are included.
  • -t : Displays the timestamp of each packet in year/month/day format.
  • -T : Prints the time in the format of + S.UUUUUU and is used to indicate the time difference between the two packages.

4、Asterisk’s SIP debugging

Asterisk’s check sip packets method, login linux system, connect to asterisk’s console.

asterisk -r

Open sip debug mode.

sip set debug on

asterisk_sip_debug

Check specific IP

sip set debug ip 76.68.146.197

Close SIP debug mode.

sip set debug off
asterisk_sip_debug_off

How to build a common contacts in virtual office

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Tips: This article tell how to build a common contacts for virtual office.

1、The common contacts in virtual office, list will show the contact information, similar to a phone book.

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2、as follows to add it:【Call Center】–>【Common Contacts】–> Click the “Add” button

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Team:  Specifies the contact’s scope

Group:  Specifies the contact’s range

Model Type:  Specifies the range of the contact

Model ID:  Specifies the contact’s range

Contact:  The name of the contact.

Phone:  Contact phone number for consultation or transfer

show phone:  Whether the agent can see the telephone number. (Does not affect the dial-up, a privacy protection)

Description:  A description of this contact.

Status:  A hint, visible to the agent, is often used in a virtual call center to inform the agent when this contact is suitable for contact.

3、【Virtual Office】–>【Customer】–>Edit the “virtual office” which you add –> click “Add AgentLink” as, follows:

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4、In the virtual office page, the common contacts list.

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5、As follows, you can click one of the iformation from list to transfer he.

Use tcpdump and wireshark to debug VoIP calls

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Tips: In some cases, the system environment is more complicated, we hope to get the complete call information, then we can use tcpdump access to network data, the use of wireshark for further analysis.

1、If don’t have tcpdump, please do as follows:
yum install -y tcpdump

 

2、The capture command is executed and the captured information is saved in a file.
tcpdump -i any -s 65535 -w internal.pcap

Indicates that packets received by any network interface are saved to the internal.pcap file.

 

3、Start tcpdump capturing packets:

tcpdump voip调试

 

4、After the implementation of the system will stop here, this time we can make a phone call, and then use “Ctrl+c” to end.

tcpdump voip调试

Tcpdump will output some capturing packet information, so tcpdump’s mission is complete, download the pcap file and turn the wireshark.

 

5、Wireshark can download from http://www.wireshark.org/download.html,install and run wireshark, then open the internal.pcap file.

Here we can see tcpdump caught a variety of packages, the use of “Telephony” under the “VoIP Calls”, the system will automatically summarize during the call.

 

wireshark VoIP调试

 

6、Select a call, click the Flow button, wireshark will use a graphic to represent the call, click the appropriate steps, we can see the corresponding IP packet information.

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The SIP Phone uses TLS to register the asterCC system method

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1、First modify 【system】–>【Settings】–>【GENERAL SIP SETTINGS】

transport:Add tls, if it’s already have pther protocol,please use ‘,’ separate them.

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Tips: After modify transport need click on the reload bar to take effect.

2、Download asterisk’s script “ast_tls_cert” file, use this script to generate an SSL certificate.

wget http://download3.astercc.org/ast_tls_cert

chmod +x ast_tls_cert

./ast_tls_cert -C pbx.sorry.com -O "My Computer" -d /etc/asterisk/keys

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3、Edit sip.conf file add tls support.

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4、yealink upload client SSL certification file ca.crt.

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5、yealink SIP Phone modify transport TLS signup for asterCC system.

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Tips: Please allow access TCP port 5060 on iptables.

How to set up master slave replication in mysql

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Notes: This article describes how to set the master-slave replication from mysql, to synchronize the local and remote server mysql modify, delete data. Experiment has two local virtual machine master’s IP address 192.168.1.80, set to push the contents of the mysql data to the slave server, slave host IP address is 192.168.1.248.

1、Modify the configuration file my.cnf

1.1、Modify master’s my.cnf configuration file

1.1.1、This set enable binary log, master must, slave optional. Add, as follows:

log-bin=mysql-bin

1.1.2、This set master host mysql logo, it’s can be 1, can also take the host IP last paragraph. Add, as follows:

server-id=1

1.1.3、This set the database to push. Add, as follows:

binlog-do-db=ccupdate

1.1.4、This set Information to ignore. Add, as follows:

binlog-ignore-db=mysql

1.2、Modify slave’s my.cnf configuration file

1.2.1、This set slave host mysql logo, it’s can be 2, can also take the host IP last paragraph, the logo must be different from the master. Add, as follows:

server-id=2

1.2.2、This set the database to update. Add, as follows:

replicate_wild_do_table=ccupdate.%

1.2.3、This set Information to ignore. Add, as follows:

replicate_wild_ignore_table=mysql.%

2、Create an authorization account and authorize on the master server

Execute, as follows:

grant replication slave on *.* to 'master'@'192.168.1.248' identified by '123456';

Tips:Solve the grant replication slave on operation prompt password PASSWORD () error, execute command “show variables like ‘old_passwords’;” If “old_passwords = 1”, execute command “set old_passwords = 0;” solve the problem.

3、Login to the master server’s mysql console and configure it

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3.1、Refreshes all tables and prevents other writes. Execute, as follows:

flush tables with read lock;

3.2、View the master server from the state, record the table “File”, “Position” value. Execute, as follows:

show master status;

3.3、Then do not operate the main server mysql, to prevent changes in the state of the main server, do not exit mysql prevent “read unlock” occurred.

3.4、Another opening of a shell. Execute, as follows:

mysqldump -pastercc --databases astercc10> astercc10.sql

3.5、Backup master astercc10 library, restore to the slave mysql. Execute, as follows:

mysql -pastercc < astercc10.sql

4、Login to the slave server’s mysql console and configure it

4.1、Let mysql slave get master of the replication permissions. Execute, as follows:

change master to master_host='192.168.1.80',master_user='ccmaster', master_password='passw0rd', master_log_file='mysql-bin.000001', master_log_pos=Position's value(don't need " or ');

4.2、Start the mysql slave replication feature. Execute, as follows:

start slave;

4.3、Check the Master Slave Replication feature status from the mysql slave.

show slave status\G

4.4、The parameters “Slave_IO_Running: ” and “Slave_SQL_Running: ” are both “Yes”. Parameters Last_IO_Errno: 0, Last_IO_Error:, Last_SQL_Errno: 0, Last_SQL_Error:, no error message, the master-slave replication function has been achieved.

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Tips: If the master with mysql5.6, binlog_checksum default is set to “crc32”, and slave with the 5.5 or earlier version, the master of the binglog_checksum set to none. You can execute set global binlog_checksum = ‘NONE’ on the console, or write my.cnf, and add binlog_checksum = NONE.