After elected “login”, then the current agent has been logged into the queue which belongs to the queue number, the queue was according to the state of all the agent be logged to assign the calls. After elected “pause”, then the agent has been logged are not be assigned phone calls whether he is busy or free. When elected logoff, the current agent were logged off  from the queue, the queue will not assign any phone calls to the agent.

Return to the management interface, enter the dial list below campaign find the queue number corresponding to the campaign name, click on the campaign “edit” to open.

Find queue number, indicate the agent to be logged in the queue number; Queue Context, the crew used the queue context, freePBX use the latest version is the current from-queue; Use Extension Channel For Queue, where there are two cases. One case is logged in default, do not be checked before “Use Extension Channel For Queue”, in the asterisk CLI to perform queue show.

Another case is to use” Use Extension Channel For Queue”, checked before “Use Extension Channel For Queue”, in the asterisk CLI to perform queue show.

Back to the management interface, enter the extension to find the user name of current agent, click “edit”

Channel option, sip/8003, 8003 is the current agent extension.

(1).configure: error: no acceptable C compiler found in $PATH

Solution:apt-get install gcc
 
(2).configure: error: C++ preprocessor “/lib/cpp” fails sanity check

Solution:apt-get install g++ or apt-get install build-essential

(3).

configure: *** XML documentation will not be available because the ‘libxml2′ development package is missing.

configure: *** Please run the ‘configure’ script with the ‘–disable-xmldoc’ parameter option

configure: *** or install the ‘libxml2′ development package.

Solution:install libxml2-dev doesn’t help,run ./configure '--disable-xmldoc'

(4).

configure: error: *** termcap support not found (on modern systems, this typically means the ncurses development package is missing)

Solution:apt-get install ncurses-dev

(5).

[FATAL] PEAR must be install (reauires DB.php). Include path: .:/usr/share/pear:/usr/local/src/PEAR

Solution:pear install db

2.Unknown SQL engine

Problem:After installing the FreePBX,admin page show the following message:

FATAL ERROR

Unknown SQL engine: []

Trace Back

/var/www/html/admin/common/db_connect.php:57 die_freepbx()

[0]: Unknown SQL engine: []

/var/www/html/admin/bootstrap.php:75 require_once()

[0]: /var/www/html/admin/common/db_connect.php

/var/www/html/admin/config.php:61 require()

[0]: /var/www/html/admin/bootstrap.php

Solution:

vi /etc/apache2/httpd.conf

default it’s a empty file,add two lines

User asterisk

Group asterisk

Restart apache service.

/etc/init.d/apache2 restart

3.Softphone registration error

Problem:After adding Extensions in FreePBX,soft phone can’t register extentsions.

Solution:

Log in your asterisk (asterisk -r) and press sip show peers,if no such command,

run module load chan_sip.so,load the sip module.

Restat the asterisk service.

core restart now

If nothing changes,maybe firewall blocks asterisk,you should disable the firewall and prevent it from starting on reboot.

iptables -F
chkconfig iptables off

4.Soft phone can’t connect to eachother

Problem:Softphone can register freepbx extensions but can’t connect to eachother.

Log in your asterisk (asterisk -r),when soft phone registering,asterisk show error:

chan_sip.c:8876 process_sdp: No compatible codecs, not accepting this offer!

Solution:

Make sure that you have selected a-law or u-law in soft phone selected codecs

or select the proper codecss in a FreePBX EXTENSION configuration.

Problem:After installing the FreePBX,admin page show  the following message:

FATAL ERROR

Unknown SQL engine: []

Trace Back

/var/www/html/admin/common/db_connect.php:57 die_freepbx()

[0]: Unknown SQL engine: []

/var/www/html/admin/bootstrap.php:75 require_once()

[0]: /var/www/html/admin/common/db_connect.php

/var/www/html/admin/config.php:61 require()

[0]: /var/www/html/admin/bootstrap.php

Unknown SQL engine

Solution:

vim +231 /etc/httpd/conf/httpd.conf

change User apache and Group apache to User asterisk and Group asterisk.

vim +327 /etc/httpd/conf/httpd.conf

change None to All.

or use sed to replace.

sed -i '231,232s/apache/asterisk/i;327s/none/All/i' /etc/httpd/conf/httpd.conf

Restart apache service.

service httpd restart

2.Asterisk is not running,

Problem:After installing the FreePBX,the Server Status Panel of admin page show the following message:

Asterisk ERROR

Asterisk is not running, this is a critical service!

asterisk error

Solution:

vim +$ /etc/asterisk/manager.conf

Press dddd to delete the last two lines and press ZZ to save&quit.

or use sed to delete the last line twice.

sed -i '$d' /etc/asterisk/manager.conf

sed -i '$d' /etc/asterisk/manager.conf

Restat the asterisk service.

service asterisk restart

3.Softphone registration error

Problem:After adding Extensions in FreePBX,soft phone can’t register extentsions.

Zoiper Registering

eyeBeam Registering

Solution:

Log in your asterisk (asterisk -r) and press sip show peers,if no such command,

run module load chan_sip.so,load the sip module.

Restat the asterisk service.

core restart now

If nothing changes,maybe firewall blocks asterisk,you should disable the firewall and prevent it from starting on reboot.

service iptables stop
chkconfig iptables off

4.Soft phone can’t connect to eachother

Problem:Softphone  can register freepbx extensions but can’t connect to eachother.

Zoiper Wrong Codecs

eyeBeam Wrong Codecs

Log in your asterisk (asterisk -r),when soft phone registering,asterisk show error:

chan_sip.c:8876 process_sdp: No compatible codecs, not accepting this offer!

Solution:

Make sure  that you have selected a-law or u-law in soft phone selected codecs

Zoiper Selected Codecs

eyeBeam Selected Codecs

or select the proper codecss in a FreePBX EXTENSION configuration.

FreePBX Extensions Codecs

Dial list exists phone number, the “start work” can be used properly. The phone number in dial list can be added manually or through batch import entry. Make the dialnumber in dial list, agent can click on “start work” to call outbound.

Click the “Start work”, the system will be calling dialnumber in the dial list one by one, at the moment the window about information will pop up, such as “input customer information”, “add records” pop-up window.

When the call is connected, the agent can communicate with customers to get the information input, the upper left corner points out the system is recording. After the call, click on the “hang up”, then the system will turn into count down and dialing the next dialnumber automatically.

Agent can set time in count down optionally, go into extension in management interface, find the editor belongs to user name,click and pop up a window says “Edit Account”

Find “dial interval”, setting“0”, the system default countdown in 30 seconds, setting greater than “0”, according to the number as the seconds of countdown. There are two or more than two dialnumbers in dial list will turn up count down, only one dialnumber can not be.

Agent can also stop work at any times as condition change, then the system will no longer auto-dial the dialnumber from dial list in agent interface.

Choose file

Choose file to upload, you can browse the files you want, or you can choose an existing file, then upload it. After successful upload, the data you want will upload to the system, then you can select the form, specify the data into the appropriate form.

Select customer, there will be corresponding to the fields of this form.

According to the data appear in front of several pieces of information, each vertical line corresponding to one information, information corresponding to the field appears to the left and the fields of the code will fill in the information at the bottom of the box.

Next, you must tick before “add” , and the data adding to the dial list at the same time, select the number corresponding to the phone, select the outbound time, if you want to be evenly distributed to agent, then you do not tick before “assign”, if you want a agent assigned to a designated, tick in front of the “assign”, and noted the number of the agent, if you want to assign two or three agent  you can with “,” separated. Choose your campaign, and click Import.

Before importing, when you make the phone number that will be imported to assign to a designated agent, then after importing is completely, return to the agent interface, you will find all the phone numbers waiting to be dialed in the dial list.

If you do not want to assign these phone number to a designated agent, you do not have to tick before “assign”, return to the agent interface, you will find there is not any date in the dial list from agent interface.

then all  date have been imported will be found  in dial list, the system do not assign to any agent.

dial list

Then you go back to “customer” page, you will find all the data has been imported successful in your customer data sheets, and all information corresponding to each field in form. At the same time, dial list also appear to all the same data has been imported, according to the dialing time to go to dial the number.

Add Campaign

Under the toolbar you will find Campaign Result, add.

Arrow points to the Campaign Result

Then it will pop up a window of Campaign Result

You can set up by yourself according to your own business maybe used in result name, it can be refused access, voicemail, dead number or other such results. The campaign name you can choose the campaign that you have established just now, or you may also specify the choice plan. Back to agent began to call the number from dial list, add a phone number

Arrow points to add a phone number to dial list, fill in the information completely, continue. You can also choose to bulk import, in order to import the phone number into dial list.

When the call is connecting, the screen will pop up a window for agent to record the customer information. According to call ends the agent may choose the call result setting up before corresponding to the state. Then click Update. System prompted to update successfully.

Right now you go back to see the dialed, you will find the results of a column in the Campaign Result information displayed. Allow you clearly to see the result of customer in the form of campaign result.

Then let we see the dailed, the system will prompted the call is answered or no answer, which results in the campaign result will be prompted to the form or how about answer and no answer. Management will consider screening out potential customers in its next outbound, object among those empty number, wrong number or do not want to keep the number of filtered out.

First, we find the search option to open the drop-down list, find the campaign result, input you want to keep in the back of the results, for example, you want to keep “refuse”or “voicemail,” enter the appropriate results, and select Options – “recycle”, so that these dailed numbers will be present to dail list again.

The numbers be recycled will present to dial list once again.

With this method, you may also filter out the wrong number or dead number to delete.

In this way, the dail list will save those numbers that you have already recycled unsuccessful once more, to make the next dial-up, to keep more potential customers.

——from the evaluation of one client

Project Background

D-NOTICE ENTERPRISE MANAGEMENT CONSULTANT CO,LTD in shijiazhuang was established by 2009, one company that work for all enterprise and public institution and provide business processes outsourcing (BPO) and institutions overall outsourcing service of professional service management vendors. The company mainly develop IT project research and development, call center outsourcing, customer service management and process management and process of recycling outsourcing service products. In technical research mainly aim at the various of needs in call center and analysis and design to satisfy all kinds of needs in call center. In leading the technology, high quality services to develop into two major call center at the base, a product development center of corporate framework. The service incorporate management system and advanced technique to develop its strengths with Baidu China, zhejiang Dnnice group, China telecom, China Unicom, Hisense group, etc. for the establishment of the long-term stability of the partnership. astercc to make D-NOTICE become more strong. Make up for the shortages of previous system, maximize their enterprises and achieved a perfect combination technology. In the near future，D-NOTICE must be move towards to globalization、 collectivization enterprise, to develop into a comprehensive and diversified outsourced service provider.

click to view the live operation and interview about astercc

click to view astercc questionnaire system of call center

About asterCC

Modern call center, it is far more than handle incoming call and outgoing call, call center it is a technique. lie in making the calls more digitization, management and storage, search, etc. astercc collect all the advantages of comprehensive, full operation，achieve the least workload the highest efficiency.

Functional modules：

1、astercc can help you record every customer every time to speak, when a customer calling on the screen will turn up the customer information and communication history records.

2、astercc can design an interactive voice menu to provide one-stop information service.

3、astercc also offers professional questionnaire system and autodialer，open up a door in calls for you.

4、astercc automatically generates various of data reports, use of the report roll , you can soon analysis the pieces of information from thousands of conversation.

In addition, astercc also offers some utility tools, for example, setting and warning tasks， using the phone，message and email to promote and publicize, you may through the google map find the way or path, etc.

System management interface

]]> http://astercc.org/cases/2011/07/the-successful-application-about-astercc-in-questionnaire-system-of-call-center.html/feed 0 http://astercc.org/tips/2011/05/how-to-use-processdata-pl-to-check-duplicate-data-for-astercc-database.html http://astercc.org/tips/2011/05/how-to-use-processdata-pl-to-check-duplicate-data-for-astercc-database.html#comments Sat, 21 May 2011 06:58:23 +0000 admin http://astercc.org/?p=1191 There is a perl script named processdata.pl in astercc scripts directory, you can use it to check duuplicate or truncate for your astercc database.

First, need to configure astercc.conf about tow segment [check_duplicate] and [truncate_table], let’s go to astercc scripts dirctory(/opt/asterisk/scripts/astercc/), and edit astercc.conf

[check_duplicate] for configure paramer of checking duplicate data:

Format:  table = field1:field2:[field1,field2]|orderfield(default:id),order(default ASC)|condition_table:condition_display:foreign_key

for example: we want to check duplicate phonenumber in customer table  and order by created time asc, just add following line :

customer = phone:mobile:phone,mobile|cretime,asc

we define three table in default astercc.conf, customer, customer_lead and diallist. just like following:

[check_duplicate]
;Format=> table = field1:field2:[field1,field2]|orderfield(default:id),order(default ASC)|condition_table:condition_display:foreign_key
customer = phone:mobile:phone,mobile|cretime,asc
customer_leads = phone:mobile:phone,mobile
diallist = dialnumber|cretime,asc|campaign:campaignname:campaignid

and the configuration for truncate table is samlply, just add table name = 1 in  [truncate_table] segment:

[truncate_table]
mycdr = 1
customer= 1
customer_leads= 1
note= 1
note_lead= 0
diallist= 1
dialedlist= 0

Now,  let’s execute processdata.pl  and follow the prompts to check dumpliate or truncate table step by step.

./processdata.pl

first step, you should select what you want to do , check duplicate or truncate, I selected check duplicate , just type “C” and press enter.

and then need to select which table you want to check,  just type the number of  table, I selected 1 for customer table;

next select which fields in table you want to check duplicate, I select ’3′ for check phone and mobile .

now you should select a option from check duplicate :

the last step, it’ll list all of you selected and you need confirm to run:

press ‘Y’ to start checking

It’ll delete the duplicate and record data to a csv file.

asterCC-BOX released version 0.2:

Update freepbx to 2.8.1

Update asterCC to 0.21-beta

We said you alread set the trunk and outbound rule in freepbx for dial out. Now, we should add a extension in freepbx as follwing image,

and set the accountcode for this extension :

Then we should configure astercc to billing with accountcode.

first,  set the parameter billingfield= accountcode in /opt/asterisk/scripts/astercc/astercc.conf

and restart asterccd ( /etc/init.d/asterccd resstart )

Login to asterbilling and add the clid with accountcode

Login as groupadmin or operator to test