Different with survey, which need agent talking to callee, voice survey is a robot talker
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
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Add link field for the customize field
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The memo contains wrap,can not open the qcpage
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Change the “Hour” to “hh:mm:ss” in the graph statistics
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Optimize the error message
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Add the yellow color tip to show the username,role and the localtime
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Add main customer canlendar,customer oriented,when the customer changed,the canlendar will be assigned to the agent
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Add the “My Workorder” page priviledge in the role,it used to show the agent’s workorder for agent
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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
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Fixed the outside device can not transfer to extension
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Add phone BLF function
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Fixed the export file can not export correctly fields
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Fixed the search box’s css incorrectly
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When export,can fill in the emails.So,the export file will mail to the emails.Include this page:
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PBX → CDRS
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Campaign → Customer Packages’ page to click the `Export Customers` on the edit page
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Campaign → Customers
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Campaign → CDRs
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Campaign → Quality Control
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Dialer → Campaign Diallists
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Customer Service → CDR
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Customer Service → Miss Calls
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Survey → Survey’s page,click `Quotation` button to open the quotation page to export the quotation
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Account
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On the add blacklist or whitelist page,the scroll bar will appear when the data is too much
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Agent
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Click the `View Agent Group` button to open the page,can remove the agent from the agent group
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Agent Group
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Edit the `ACW` Fields will get one tip message “Editor Successful Please remind the agent to relogin”
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Customization
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wrap unite to the unix standard
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the `Display As` field can be edit
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Trunk
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Edit `Registry String` field will appear the reload tip
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Outbound Routes
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Add `Sip Refer` to `Transfer` field in the outbound route rule
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IVRs
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Fixed can save the empty data
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Knowledge
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Revise some po
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Optimize the css
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Device
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The `ExteralNumber` can not be the same with `Ext. No.`
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Setting
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Add sip tcp parameter to `GENERAL SIP SETTINGS`,include `tcpenable`,`tcpbindaddr` and `transport`.
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Backup Archives
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Optimize the page pagination css
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Live Trunk
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Fixed can not show the trunk which no team belongs to
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BLF Group
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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
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Login Page
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Fixed can not press the enter key to enter to the system,when finish to fill in the email
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Access the login page by the team identity,support two patterns
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1.http://asterccSERVERip/teamIdentity
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2.Use the domain bind to the astercc Server
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http://www.teamIdentity.xxx
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http://teamIdentity.xxx
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Access the login by use the team identity,will no longer to show the team select.This will be suitable for multi-team operations
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Login the astercc Server, vi /etc/astercc.conf
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Add under [system]
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login_route = team
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If exists `;login_route = team`,please remove the `;`
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Campaign
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The campaign which use main table customer can use the dialer to work
Dialer
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When recycle,need to use `Schedule` field’s value in the customer information as the dialer’s `Schedule`.There are two case:
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The cycle customer’s `Schedule` field is not empty,and it behind the recycle operate’s `Schedule`
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The cycle operation doesn’t set the `Schedule`,and the cycle customer’s `Schedule` is not empty
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Can use one option to control whether to truncate the customer’s agentno
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Campaign Diallist
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Disable the edit function of the customer in the list under the `Campaign Customer`
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Agent Work Page
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Add `status` to show in the order list when view the purchase records
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The scroll bar will appear when the queue is too much to suitable the screen
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Fixed can not get the pedding customer data under the `Pending` Tag on the campaign work page
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
the most feature in astercc is the predictive dialer, using the dialer you could improve the work efficiency. In this tutorial, I will introduce how to setup a dialer with a pre-configed IVR: when dialer start work, customers will hear a IVR which you configed in Freepbx, so we could also config in the IVR to accept customer input, and we can forward to an new IVR or agents in a queue.
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
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
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.