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.

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.

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.

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

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

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, we need to add some extensions and queues in FreePBX:

add extensions:

go to FreePBX extensions page,

then we add a queue and choose a dynamic agent for it like following figure

yes, if you want to add a dynamic agent for a queue, you should add a agent number with A in queue agent list, and we can notice that message from FreePBX.

so we need to counfigure agent.conf in asterisk conf directory, here we add a dynamic agent which number is 1000, its  passoword is 0000, name is Brad

then we add a dialplan for agent login in extensions_custom.conf like following line:

update the context of extension 8000 to “agent-test”.

here, we had a queue which include a dynamic agnet, well then we need add a user in astercrm, go to the extension management page of astercrmand add a new extension and assign agent 1000 to him:

Agnet start work:

first the extension have to login as a agent to PBX, when 8000 dial “*789″, it would hear the prompt that require to enter the agent number and password to login as the agent, enter agent number 1000 and password 0000, it can login as agent 1000.

login to asaterCRM by brad/1234,  the asterCRM could pop-up if anyone call to Agent/1000 or extension 8000.