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. 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-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 agent management

astercrm clearscreen

astercrm diallist pannel

astercrm panels witcher

astercrm mp3player for recording files

asterbilling professional mode

asterbilling portuguese language support

.

freepbx2.6 in asterCC BOX 0.13

asternic_realtime

asternic_distribution

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

3. add group in astercrm

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

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

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

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

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

then create a work time package and add the worktime in

then set the campaign to use this work time package

8. check dial result

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

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.

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

2. stop astercc daemons

/opt/asterisk/scripts/astercc/asterccd stop

3. 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)

4.  config conf files

check your astercc.conf, asterbilling.conf.php, astercrm.conf.php, make sure you have the correct config

5. start astercc daemons

/opt/asterisk/scripts/astercc/asterccd start

6. 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

7. login web and check if any errors

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

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

and u can set some options for this reciption queue

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

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

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

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

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

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

when ringing

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.

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

then add a 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.

• set a campaign

put the queue number “02″ in and check the “bind” checkbox, then as soon as customer answer the call, it would be putted into the queue, and your agent could start talk!

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

• import diallist

say you have already get 1000 numbers you want agents make call to, then use import function to import these number to diallist for this campaign

http://astercc.org/tips/2008/11/import-data-in-astercc.html

• agents login

your agent should get ready to start! Log into astercrm and log into the queue if they are dynamic agent.

• start dialer

both groupadmin and admin could start the dialer, go management interface and then click “Dialer” icon

check the checkbox “start”, it will start dial, u can set limit by channel or limit by agent in the queue, in the latest version, it would not stop dial even u close the page, but will stop if u uncheck the checkbox “start”.

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

• agents login

when a customer is connected and redirect to the agent in queue, it would popup customer information if you have in database

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

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

keep putting options and items until u finish this survey.

Then you can  put a survey from the agent page

*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

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

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

note mode

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