Tag

predictive dialer

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

asterCC IP PBX & Call Center released 1.2

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The main changes include

  • a new module E-Commerce
  • Improve the main table, now campaign and customer service moduel could share same customer information
  • Agent could have individual caller id
  • Added caller id rules
  • Improved data import features
  • Added auto-pause feature for agent
  • Support multi-phone number when use auto dialer mode, and background hint
  • Support search and merge customer, now one customer could have more than one number

Related Post:

http://wiki.astercc.com/doku.php?id=en:how-to:how_to_config_customer_service_module_for_inbound_calls

http://wiki.astercc.com/doku.php?id=en:how-to:how_to_config_e-commerce_in_a_campaign

For changlog, please go to

http://wiki.astercc.com/doku.php?id=en:change_log:astercc-1.2_changelog

How to apply “start work” to auto-dial in call center outbound for agent

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Log in system and enter the agent interface,  if  the dial list of agent interface have no data,  the “start work” function is forbidden.

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.

How to import phone numbers in a outbound sales campaign call center

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Into the system management interface, find the import function,enter.

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.

The function of Number Recycling in callcenter outbound predictive dialer campaign can keep potential customer once again

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Open login screen, enter the correct user name and password to submit into the management interface. Choose “dial list”, create a new campaign, click to campaign and then select the “Add” button. Pop-up a list box about add campaign, according to your demands to fill the information completely.

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.

how to use auto-recyle feature in a dialer campaign

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we have improved the auto-recyle feature in new version, now you could config auto-recyle by campaign.

auto-recyle is used to recyle the number from table campaigndialedlist to diallist, so system could re-dial customer phone in some conditions, it has the following parameters:

Max trytime:   the maximum time the dialer will try dial

Recyle time:   it will start recyle when “Recyle time” seconds after the call is done

Enable Auto Recyle:  set to “yes” if you want to enalbe auto-recyle

Min Duration:  number will be recyled  when the full duration is less than this value, this duration including ring time

Agent Answer Min Duration:  number will be recyled  when agent talking time is less than this value

Customer Answer Min Duration:  number will be recyled  when customer answering time is less than this value

* number will be recyled only when it meets all conditions above