Tag

outbound callcenter

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