In asterCC commercial call center system, all agent calls are being recorded, the recording directly saved on the server, the system services without additional recording equipment.
Read More
Outbound call center is mainly concerned about the contract situation, agents efficiency and data usage. We gives some useful reports in this post.
System Realtime Monitor
Realtime Monitor of the call center to help managers and operators to better understand the system running situation, find problems, asterCC commercial call center system provides a full range of monitoring functions
Agent Work Status
-
In this page, the system provides a real-time & automatically updated table for reference, Click realtime → Live Monitor
-
System will list all check-in agents, the agent status include:
-
Idle
-
Ringing
-
Talking
-
ACW(After Call Work)
-
Additional Call (such as in conference, consult)
-
-
As system administrator, team administrator or any other accounts which have the priviledge, they can see all agents status in agent group
-
As a group admin of one agent group, they can see the status of his group from agent portal page
-
The trunk usage page provides all calls detail in each trunk, Click realtime → live_trunk
Current Agents
Current Accounts
System Usage
Today asterCC released a new version: asterCC 1.2-beta, in this version, it uses a new http push moduel, more stable than the previous one. The other improvement is that it comes with two new modules: customer service and work order Besides, the license mode has big changes, it now gives 60 days trail with all modules and 5 agents, you can apply for longer time or more agents for test if need. You can download from https://astercc.org/downloads Related posts:
Go to system modules, when there’re new modules or upgrades, it will give “DOWNLOAD” or “INSTALL” button
click the DOWNLOAD button, copy the download url
login to system via ssh, go the astercc upgrade directory, like /var/www/html/asterCC/data/_cache, use wget to download the package
you can also download the package on your pc first, then upload the the directory
refresh system moduels page, you will see UPGRADE button
Click OK to start upgrade, during UPGRADING, system service may stop
Because in 1.2-beta, assterCC use a new nginx module, so you need upgrade nginx from ssh, copy the command we will use
Login from ssh, run the command, please make sure the server gets internet access, or else it could not upgrade
when it’s finished, you will see
refresh the system modules page, you will see now it’s latest version
As customer requires, we did a inbound testing with asterCC call center, the environment is agent: PC + softphone (63 online agents max.) server: Dell PowerEdge 2950 ( E5405 x 1, 4G ) PBX + CTI + Recording Dell PowerEdge R710 ( E5405 x 1, 4G ) PHP + MySql testing start: 4pm, 25th,Jan,2013 testing end: 9am,28th,Jan,2013 Metho: create 100 agents and set them in one queue, use DID inbound route to make the calls go to the queue, and keep the simultaneous call numbers to be 100. test result: 63 agents at the beginning, when it’s done, 58 agents online，5 agents quit due to system halted at PC, another 3 agents has softphone issue test conclusion: asterCC call center passed the test, for agents, customer could consider use IP Phone or gateway to instead of softphone.
this article introduces how astercc predictive dialer work in call center.
Shijiazhuang Guoda Group has 3 chain hotel brands—Eaka 365, Gogo inn, and Tony inn, and the hotel number of these 3 brands is estimated to reach 200 in 3 years. To better serve the guests, the group decided to employ astercc call center system.
The 400 call center requires 24-hour service, high quality of voice and fax. Therefore, sangoma E1 card with echo cancel has been chosen for the hardware side.
After a month’s system customization and test, the system was put online on December, 6, 2012.
The system realized the following functions,
- IVR and point inquiries via IVR
- Customers are able to choose service types, self-service inquiry, human service or voice mail according to IVR menu.
- Customers can inquire their reward points through IVR (integrated with 啊3rd party reservation system).
- Inbound popups
- When customers call 400 numbers and choose human service, a page contains customer information (integrated with reservation system), and rechargeable card information would pops up.
- When the customer has the intention to book a room, the agent can directly switch to the reservation system and finish the booking.
- Customer Callback
- Each hotel picks guests randomly and the agents call them back for feedbacks, using astercc telephone inquiring system.
- Missed calls callback
- When customers choose human service and eventually give up wait because the agent is busy handling other things, agents can call back or create a ticket via the missed call list in the system.
- Ticket
- Admin creates three tickets flow: consultation, complain, customer care, system pre-defined the ticket flow, it would stay in ticket queue waiting assignment automatically or manually.
- Knowledge base
- We added permission assignment to the knowledge base, and new knowledge submitted by agents can be published after being approved by team leaders.
- Integrated SMS
- The system is integrated to a 3rd party SMS system, so agents can simple click the preset SMS template (like hotel address etc) to customers.
- Integrated FAX
- The system has fax interface, and can fax the PDF reservation order generated by the reservation system to the hotel.
Addition to constantly improve and to develop a commercial version of the function, we are still in the maintainer of the open source version.
- reseller and group admin could change his own password
- fixed the bug when daemon read event file
- provides a agi script to check booth call permision
download link https://astercc.org/downloads
Ungraded from beta 2, asterCC 1.1 has fixed the bugs, added convenience, and offered many new useful functions. Here we’d like to share with you some of the main new functions.
asterCC commercial provides no account limitation and full featured IP PBX for free, and it also provides 5 trail agent license by default