Tag

asterisk call center

asterCC call center system released 2.6-rc2

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It’s been a while since last version 2.6-rc1, in this new version, we added few new features and fixed bugs we found

new features

  • new parameter ivrinputcode in astercc.conf, when it has a value, system only save correct input code(transferred) in CDR.
  • first call date in campaign module
  • agent blind transfer API
  • SMTP server support tls
  • auto fill mac into device in auto provisioning
  • address book for yealink auto provisioning
  • add agent rank report
  • add Baidu TTS support
  • use *65 to check out device agent
  • add IVR to update agent password after agent log in on phone
  • support astercc-chrome-plugin
  • add DID prio for queue
  • export callerId and DID when export work order
  • use redis to cache mysql table schema
  • auto popup work order in customer service module
  • work order could read data from customer in customer service module
  • auto exit ACW after submit option in customer service module
  • close tab after submit option in customer service module
  • new option in campaign module to prompt agent to save call result
  • allow creator or agent group admin to check work order

bug fix

  • customer status and agent was removed when import duplicated customer
  • when reset agent was checked, duplicated customer was reset
  • if username is Chinese and longer than 6 bits, agent window couldn’t be open in agent group page
  • import was slow due to a inefficient sql
  • if agent transfer a call, he could not transfer another call unless the previous call hangup
  • agent got an undefined work order notify
  • agent got no notify when work order was assign to agent group and agent
  • when assign customer in campaign, it didn’t should up customer if only team was chosen
  • import script only checked if phone1 was duplicated
Logged in as: solo (solo)

asterCC commercial callcenter system released 2.6-rc1

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After 6 month, astercc multi-tenant call center system released version 2.6, besides bug fixing, it also provides the following new features:

  • trunk clone
  • queue policy: rrordered
  • conference mute
  • columo “Start At” in real time monitor page
  • predictive dialer support multi numbers for one customer
  • related feiled in work order
  • “link” field can be used to integrate with 3rd url such as google map, check How to use customized link to integrate with 3rd party system

for full change log, you can check http://wiki.astercc.com/doku.php?id=en:change_log:astercc-2.6-rc1_changelog

astercc provides 60 days 5 agents free trial, you can download from here.

asterCC multi-tenant call center system released 2.4-rc1

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We are proud to announce that we released new asterCC, in this version we added one cool feature, you could get a report about why your calls are now answered, like busy, invalid number, defaulting subscriber etc, based on early media, we could generate a no answer report for each campaign: 54c4865829abdfd728e39077144bb46c.media.750x429 for full change log, please check here You can download the system to have 60 days 5 agents trial with all features.

asterCC hosted call center released 2.1

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asterCC Commercial released version 2.1, besides bug fixing, it provides some useful new features:

  • Import & Start: Simplifies the process of importing data, please read import
  • TTS, allow to generate text to speech via browser or via API
  • Improve external agent device, allow to set separeted trunk and rate
  • Add trunk gain, allow to adjust internal or external gain for recording
  • Add quick scheduler feature
  • Improve auto dial priority
    • dial scheduler numbers
    • dial past due numbers
    • dial new numbers
  • Improve campaign statistic

For all changes, please read:

http://wiki.astercc.org/doku.php?id=zh:change_log:astercc-2.1_changelog

System provides 5 agents 60 days free trial, you can download from:

Downloads

trunk_advanced

campaign_advanced

announcement_tts

agent_popup

asterCC Call Center released 1.2.2

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asterCC Commercial released a new version 1.2.2, old user could go to system modules to upgrade the main changes include

  • auto send report via email
  • you can define a url to popup in campaign
  • support customer calendar
  • add call transfer/consult popup
  • support BLF
  • added several new parameters in IVR
  • allow reset assgined agent when recycle customer numbers in a campaign
  • add order status in agent popup interface

For download, please go to http://astercc.org/downloads change log:

core-1.2.2

  • Add link field for the customize field

cutomize_link

  • The memo contains wrap,can not open the qcpage
  • Change the “Hour” to “hh:mm:ss” in the graph statistics

statistic_h_m_s

  • Optimize the error message
  • Add the yellow color tip to show the username,role and the localtime

System tip on the right top

  • Add main customer canlendar,customer oriented,when the customer changed,the canlendar will be assigned to the agent
  • Add the “My Workorder” page priviledge in the role,it used to show the agent’s workorder for agent

role_myworkorder

workportal_myworkorder
  • When consulting or transfer,the consulted or transfered agent will popup the customer informatioin page,so the consulted or transefered agent can click the `Immediately Refresh` to refresh the customer information
  • Fixed the outside device can not transfer to extension
  • Add phone BLF function
  • Fixed the export file can not export correctly fields
  • Fixed the search box’s css incorrectly
  • When export,can fill in the emails.So,the export file will mail to the emails.Include this page:

export_set

  • PBX → CDRS
  • Campaign → Customer Packages’ page to click the `Export Customers` on the edit page
  • Campaign → Customers
  • Campaign → CDRs
  • Campaign → Quality Control
  • Dialer → Campaign Diallists
  • Customer Service → CDR
  • Customer Service → Miss Calls
  • Survey → Survey’s page,click `Quotation` button to open the quotation page to export the quotation
  • Account
    • On the add blacklist or whitelist page,the scroll bar will appear when the data is too much

scroll

  • Agent
    • Click the `View Agent Group` button to open the page,can remove the agent from the agent group

remove_agent

  • Agent Group
    • Edit the `ACW` Fields will get one tip message “Editor Successful Please remind the agent to relogin”
  • Customization
    • wrap unite to the unix standard
    • the `Display As` field can be edit
  • Trunk
    • Edit `Registry String` field will appear the reload tip
  • Outbound Routes
    • Add `Sip Refer` to `Transfer` field in the outbound route rule

sip_refer

  • IVRs
    • Fixed can save the empty data
  • Knowledge
    • Revise some po
    • Optimize the css
  • Device
    • The `ExteralNumber` can not be the same with `Ext. No.`
  • Setting
    • Add sip tcp parameter to `GENERAL SIP SETTINGS`,include `tcpenable`,`tcpbindaddr` and `transport`.
  • Backup Archives
    • Optimize the page pagination css
  • Live Trunk
    • Fixed can not show the trunk which no team belongs to
  • BLF Group
    • Can set the device to join the BLF Group,so the device can see the status of other device in the group by the phone machine

Login Page

  • Fixed can not press the enter key to enter to the system,when finish to fill in the email
  • Access the login page by the team identity,support two patterns
    • 1.http://asterccSERVERip/teamIdentity
    • 2.Use the domain bind to the astercc Server
      • http://www.teamIdentity.xxx
      • http://teamIdentity.xxx
      • Access the login by use the team identity,will no longer to show the team select.This will be suitable for multi-team operations
      • Login the astercc Server, vi /etc/astercc.conf
      • Add under [system]
      • login_route = team
      • If exists `;login_route = team`,please remove the `;`

Campaign

  • The campaign which use main table customer can use the dialer to work

Dialer

  • When recycle,need to use `Schedule` field’s value in the customer information as the dialer’s `Schedule`.There are two case:
    • The cycle customer’s `Schedule` field is not empty,and it behind the recycle operate’s `Schedule`
    • The cycle operation doesn’t set the `Schedule`,and the cycle customer’s `Schedule` is not empty
  • Can use one option to control whether to truncate the customer’s agentno

reset_agent

  • Campaign Diallist
    • Disable the edit function of the customer in the list under the `Campaign Customer`

Agent Work Page

  • Add `status` to show in the order list when view the purchase records

add_status_show

  • The scroll bar will appear when the queue is too much to suitable the screen
  • Fixed can not get the pedding customer data under the `Pending` Tag on the campaign work page

Regular agent functions in call center

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Regular agent functions in call center

Agent Account, Agent Number and Device

In astercc commercial, there are entries like team, user, user group, extension, agent, agent group, agent group administrator, agent extension, agent number and agent password.

  • Each team can be regarded as a individual system, which needs a unique identification for the team identity (e.g., the default team identity is astercc). Teams will not be able to influence each other. Each team has their only administrator, and can assign one trunk or a trunk group as their default outbound calling trunk (group).
  • User is a login unit (to login via a website, username and password are necessary) and billing unit. A user can belong to the system or a team. The system does not cap the user number.
  • User group is the set of users. A user group can assign a trunk or a trunk group, which functions when the extensions under that group place calls.
  • An extension must belong to a user; and one user can have more than one extension. Extension can be either an internet extension (soft phone, audio gateway, IP phone), or a phone number (cell phone, landline telephone).
Unlike most system, when register an internet extension, the form of username has to be team identity-extension number, e.g., astercc-5000. Please do not use the same password for registration and login.
  • An agent is the basic unit of a call center. Each agent must belong to a user.
  • An agent extension can be either a system extension or a number. Agent extensions can be divided into:
    • fixed extension: the extension number is unchangeable
    • self-adapting: before sign in, an agent can pick a number that has not been used by other extensions.
    • dynamic: the system will first check if a soft phone from a same IP has already registered, and if not, it will select the number that soft phone is corresponding.
  • Agent group: this is the working unit of agents. Each agent must belong to at least one agent group.
  • Agent group administrator: the administrator has more access. E.g., the administrator can monitor, barge-in, whisper, etc. When the group is undergoing an outbound task, the administrator can also acquire the following access by default, like to import data, export statement, record, etc. Each agent group can have 0 or more administrators.
  • Agent number: only used when sing in through a telephone or announce the agent number.
  • Agent password: only used when call functions related to that agent through API.

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agent_en

structure

Call Popup

Call popup is a frequently-used agent function in call centers, often integrated with business systems, like CRM and telesales system. In order to achieve call popup, we are in need of a configured business system for agents. Astercc commercial offers multiple types of business functions for customers, including:

And at the same time, the system supports a third party system for integrate, and customers can easily have their own systems pops up.

Outbound Popup

Outbound popup means agents directly dial their corresponding number. When using it, agents have to pay attention to the following tips,

  • The extension has to enable the agent mode
    • the agent has to be in signed in status
    • signed in through agent page
    • signed in through dialing *64 from a telephone
    • fixed agent does not need to sign in
  • the agent group that the agent signs in has to have a business module

device_agent_mode_en

agent_group_app_en

agent_current_agent_group_en

featurcode_check_in_enDirect Inbound Popup

Direct inbound popup means that the call is not from a queue, such as a DID binding call, or a call from a ring group

  • There are two conditions for a direct inbound popup
    • the extension has to enable the agent mode
    • A corresponding popup application can be found in the binding inbound application

app_binding_en

Popup from Queue Inbound Call

Popup from queue inbound call is mostly wide used in call center, like inbound calls and predial Pay attention to the following tips when using popup from queue inbound call,

  • Make sure the agents are in the signed in status
  • Make sure corresponding applications can be found in Advanced -> Bind when calls come in.

Click Dial

Click dial means to click the button on the page to place calls, which comes with the business system, and agents can also enter numbers to call in the call panel ( the agent must have outbound permission).

The working procedure of click dial– the system calls the agent extension, after getting through, the system will then call the customer number. We suggest that agents enable the auto answer function.
Only when the group that the agent signed in has a corresponding business system can the calls be placed through the page.

agent_portal_call_panel_en

Pause

Agents can use this function when they need a pause, and the total time and reason will be shown in the agent performance statement.

Only in the ACW and idle status can an agent pauses

agent_pause_en agent_portal_click_call_en

Working Way

There are three working ways for agents,

  • Dial-out only: agents can only practice outbound calls, and will not receive calls assigned by the group
  • Dial-in only: agents can only receive calls from the queue, and cannot place outbound calls
  • All: agents can do both
  • Self-selection: agents can switch among the previous three ways.

agent_group_en

agent_portal_workway_en

ACW

ACW means when an agent finishes a call, it will automatically enter ACW status, while the group he belongs will not give him any call. The agent can deal with data during this time before he turns into idle statue.

  • Ring: regardless of whether get through, it enters ACW after ring.
  • Answered: it only enters ACW when the call is answered.
  • Disabled: it won’t enter ACW automatically.
In Campaign, the system would exits ACW when submit

campaign_acw_en

Transfer Consult and Conference

Agents can use the consult function to tranfer the call or enter a conference during a call

  • Click the consult icon, select or enter the number that is being consulted
  • When the consulted party answers the call, the agent will be talking to that party, and meanwhile the client will be listening to the MOH
  • The agent clicks transfe and enters ACW or idle status, and the clients will be talking to the consulted party
  • The agent click conference and it will become a three-party conference
  • The agent can hang up any call party or all with the call panel.
asterCC supports a 30-party call conference started by an agent

Hold

During a call, the agent can use this function to pause a call, and at the same time, the customer will be listening to the MOH. Click it again to resume the call.
agent_moh_en

Email, SMS and Fax

These all need extra configuration

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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