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asterCRM

asterCRM queue login and pause function make dynamic agent better serve the inbound and outbound in call center

By | asterCRM | No Comments

Log in the system page, enter the agent interface. Find the campaign pannel(Queue ) below the campaign corresponding to the queue number, and the two options, login, pause.

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.

tutorial: use astercc,freepbx and asterisk to build a broadcasting system with IVR and Queue agents

By | asterCRM | No Comments

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

asterCC & asterCC BOX released 0.13

By | Latest News | No Comments
[download#14#size]

asterCC-BOX-0.13 download

asterCC BOX 0.13:

* updated to freepbx 2.6 rc2
* updated to asternic 1.2
* updated to asterCC 0.13

asterCRM 0.061:

* added agents manager in astercrm to manage agents.conf
* fixed the bug that cant edit worktime_package
* added callOrder field in diallist
* added diallist panel in portal page
* added the daemon to convert recording files to mp3 format
* added mp3 online player
* added agent portal panel switcher
* added clear screen button in agent portal

asterBilling 0.11:

* fixed the prefix billing
* added professional mode
* added member mode switch
* added Portuguese support

astercrm_agentsettings

astercrm agent management
astercrm_clearscreen

astercrm clearscreen
astercrm_dialliatpannel

astercrm diallist pannel
astercrm_panelswitcher

astercrm panels witcher
astercrm_mp3player

astercrm mp3player for recording files
asterbilling_professional

asterbilling professional mode
asterbilling_portuguese

asterbilling portuguese language support
.
freepbx2.6 in asterCC BOX 0.13

freepbx2.6 in asterCC BOX 0.13
asternic_realtime

asternic_realtime
asternic_distribution

asternic_distribution


tutorial: use astercrm & asterisk for broadcasting

By | asterCRM | 6 Comments

in this tutorial, it will guide u how to broadcast your message in asterisk and astercrm.

1. add outbound context in asterisk

add the following content in your dialplan (like extensions.conf)

[for-outbound] exten => _X.,1,Dial(SIP/yourtrunk/${EXTEN},45)
exten => _X.,n,Hangup

exten => h,1,NoOp(${DIALSTATUS})
exten => h,n,Hangup

here  “yourtrunk” should be defined in your sip conf file, or you can use other trunk you have, like IAX2, ZAP, DAHD I…

2. add inbound context in asterisk

add the following content in your dialplan (like extensions.conf)

[for-collection] exten => _X.,1,NoOp(${EXTEN})
exten => _X.,Background(YOURMESSAGE)
exten => _X.,n,Hangup

exten => 1,1,Queue(1000); means when customer press 1 when it’s playing, he will reach your queue 1000

exten => h,1,Hangup()

then it will look like

context

3. add group in astercrm

login astercrm as admin, then go to extension->group admin, add a group for this broadcasting project

group

4. add campaign in astercrm

then go to diallist->campaign, add a campaign, in outcontext and incontext, we will put the context we added before, for-outbound and for-collection

campaign

5. upload the diallist

you can upload a excel/cvs file to diallist, or you can insert record to diallist table using your script

numbers.csv

numbers

import:

import

6. start the dialer

then u can go to dialer page to enable the campaign,  also you can set a limitation of  the max outbound calls there

dialer

7. set a time limitation

if you only want it dial at spcific time, you can add a time package for the campaign. first add some time

diallist -> worktime

worktime

then create a work time package and add the worktime in

worktime_package

then set the campaign to use this work time package

campaign_with_worktime

8. check dial result

go to diallist -> dialedlist, you can find the result

dialedlist

hope this post can help you create ur first broadcasting campaign, and u can also improve on this, like u can use a script to insert to diallist automaticly or set some survey so customer can press in their option when listening to your message.

how to upgrade astercc

By | asterBilling, asterCRM | 2 Comments
  • upgrade database unzip the package u could see folder “sql” where we put all database files, in asterCC 0.X it would looks like: astercc0.1b-0.1.sql astercc0.1-0.11.sql astercc0.11-0.12b.sql astercc0.12b.-0.12sql astercc0.13-0.14b.sql astercc….0.X.sql astercc.sql say you are using 0.1b now, so you have to execute astercc0.1b-0.1.sql, astercc0.1-0.11.sql, astercc0.11-0.12b.sql, astercc0.12b.-0.12sql until astercc…0.X.sql, then u get database of v0.X the command line for this is like mysql -uroot -p astercc < astercc….0.X.sql
  • stop astercc daemons /opt/asterisk/scripts/astercc/asterccd stop
  • cp the new html & daemon files, please notice that you may want to backup astercrm.conf.php, astercc.conf and asterbilling.conf.php first example: cp astercrm /var/www/html -rf cp asterbilling /var/www/html -rf cp scripts/* /opt/asterisk/scripts/astercc * from astercc-0.21, the package includes both 32bit and 64bit scrips, you will copy the scripts out of 32/ or 64/ to your daemon folder (usually /opt/asterisk/scripts/astercc)
  • config conf files check your astercc.conf, asterbilling.conf.php, astercrm.conf.php, make sure you have the correct config
  • start astercc daemons /opt/asterisk/scripts/astercc/asterccd start
  • check crontab we provides some cron script to deal with recording files and CDRs, so open README, make sure you have the scripts configed in your crontab
  • login web and check if any errors

building a virtual office using astercrm ,freepbx and asterisk

By | asterCRM | 6 Comments

In a virtual office, you will have few receiption but they can answer calls for hundred company, in such case, they should know which number customer dialed so that they dont mess up the calls, now we introduce u how to build a virtual call center using astercrm & asterisk.

1. add extension for receiption

open your browser and go to freepbx, click extension on left menu and add extensions for your receiption, here we have three extensions: 8000, 8001 and 8888

freepbx_extensions

2.  add a queue for your receiptions which would be used to answer incoming calls, we only add 8000 and 8001 in this queue

freepbx_queue

and u can set some options for this reciption queue

freepbx_queue_detail

3. add a trunk which could be used for incoming calls

freepbx_trunk

and the most important, set registry for this trunk so that u can get calls in

freepbx_trunk_1

4. add a inbound route so that the receiption queue could answer your incoming calls

freepbx_inbount_route

now make a call to your DID number, if everything is allright, phones of receiption should ring

5. go to astercrm and add account for your receiptions

astercrm_account

6. add trunkinfo so your receiption could get some information about the number customer dialed

astercrm_trunk_info

here Trunk Channel should be the username of your trunk, not trunk name in freepbx

7. login as a receiption accound and try make a call

astercrm_agent_1

when ringing

astercrm_agent_2

when talking

this tutorial could be used on trixbox, elastix or any other system using freepbx, also u can config receiption account and dialplan by your self.

dialer, queue and popup for asterisk callcenter(freepbx,trixbox,elastix,pbxinflash) with asterCRM

By | asterCRM | 16 Comments

The latest asterCRM has a great improvement in dialer, and with asterCRM, it’s quite easy to build a call center. Here’s a how-to for a outbound call center with Freepbx and astercrm. Following by this how-to, you can creat such a solution:

asterCRM dialer will call the numbers in your diallist, and when the call is connected, it would be redirect to a queue, where your agent will answer the call and talk the customers,  they can do survey , sales or whatever you want.

* freepbx is a web gui for asterisk which is widely used in asterisk applications, like trixbox, elastix, pbx in flash …

  • install freepbx

For freepbx installation, you can read the installation document from freepbx website http://www.freepbx.org. If you are using trixbox, elastix or pbx in flash, then u can skip this, it have freepbx build in already.

  • install asterCRM, make sure asterCRM daemons (astercc and astercctools) are running

for asterCRM installation, go and check asterCRM wiki:

http://wiki.astercrm.org/index.php/AsterCRM_Installation#Using_the_install_script

  • add extensions for your agents and set a queue to receive calls from asterCRM dialer

login into freepbx, start add extensions for your agent

freepbx-add-extension

then add a queue

freepbx-queue

  • set group/user in asterCRM

next login asterCRM as admin, create group “outbound sales” and add extensions for agents you created above, go wiki for more detail

http://wiki.astercrm.org/index.php/Create_Group

http://wiki.astercrm.org/index.php/Create_Extension

make sure “Extension” matched “Outbound CID”  or “Extension”(if outbound cid is blank) in freepbx

so now all your agents should get a username/password for asterCRM.

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Survey features in asterCRM for outbound call center usage

By | asterCRM | No Comments

In asterCRM, it provides a survey features, so you can set survey for your customers, here will give you a simple introducation for this:

first you need to add a survey, login as admin/group admin go manager interface and click survey icon, click “Add” button for a new survey, you can add several options for one survey, and each survey it provides three kinds: radio, checkbox and text

survey-1

survey-2

Click the “item” link next to the option to enter items for this option

survey-3

keep putting options and items until u finish this survey.

Then you can  put a survey from the agent page

survey-4

survey-5

*when there’s a customer or contact in your record form, if u click the “Add” link of a survey, the result will be linked with the customer

Click the “Detail” link of a survey, u can get a statistic of this survey

survey-6

The difference between customer mode and note mode in portal page

By | asterCRM | No Comments

In asterCRM config file: astercrm.conf.php, it provides a option, with the option, you can set the information displayed in the agent work page.

The parameter is “portal_display_type”, there’re two valid values, “customer” and “note”

When it’s “customer” mode, it would display all customers agent putted

customer mode

customer mode

When it’s “note” mode, it would display customers with “note” and priority is greater than zero

note mode

note mode

asterCRM, DID information and virtual office

By | asterCRM | No Comments

In asterCRM, we can set some description for a trunk or a DID, so that when customer dial in, we could know which number he dialed or which trunk he dialed from. it’s very simple to set this, login as admin and go to management interface, select Trunkinfo, and then add the trunk or didnumber or both. this feature could be very useful for a virtual office, say you have some agent in the office, they answer phones for kinds of company, need to say different hello words for different company