OSDial

Image

General Information

OSDial (OpenSource Dialer) is a full featured GPL dialer for call centers which does Manual, Power and Predictive dialing out of the box. It is easily installed through one of our .iso images which will make a complete install.

  • Version 3.0 released June 1, 2013

The OSDial server(s) use the Linux OS known as CentOS version 6.4. The OSDial server software is also compatible with RedHat Enterprise Linux (RHEL) 6.

The OSDial Agent Interface is accessed via web-browser. The OSDial Agent Interface is fully compatible with Firefox and Google Chrome.

To download:
http://www.osdial.org
http://sourceforge.net/projects/osdial/
Don't forget to run 'yum update' after install as there are frequent updates.

For support:
OSDial.com (Commercial)
osdial.org (Community)



Specials

Free VoIP accounts has limited availability, and only available in US-48.
Contact us at osdial.com/contact/ for details.



General Features

Due to rapid development the Feature List frequently lacks new features that have been recently added, and is often limited to those deemed important enough to include.
Current feature list is available at osdial.com/features/.

Introduction to 3.0

Our aim with 3.0 was to make OSDial easier and friendlier to use than ever before. The first module to be updated was the Modify Campaigns as you can see in the screenshots. To further improve the ease of use we also updated the inline help and it now shows up with a mouse-over of the new questionmark icon. Moving up to Asterisk 11 resolved some bugs and opened the door to some very valuable functionalities. All in all this is a very significant release and we hope you will enjoy it!

Install

  • Graphical install
  • Custom install option
  • Password now set by user during install
  • Info screen (/etc/issue) updated to current IP address after each change

System

  • RedHat/CentOS 6.4
  • Asterisk 11
  • MariaDB 5.5
  • Apache 2.2
  • System now uses LVM (Logical Volume Manager) allowing easy extension of disk capacity

General

  • Mouse-over help
  • Help system overhauled and moved to XML
  • Tabbed menu system
  • Bug fixes
  • Faster audio conversion
  • Custom dialplans

Agent Interface

  • Cleaned up interface, realigned and resized fields
  • Technical terms and options moved to a different screen
  • Added company name & job title
  • Initial overhaul to add configuration capability for fields
  • Easy to enlarge comment field
  • Font in fields larger for better legibility
  • Read Only fields are easily identified

Admin Interface

  • Initial overhaul to simplify the whole user experience
  • Gave interface a more modern look
  • Only shows applicable options for each dial mode
  • Easy to prepare the new dial mode before switching
  • Functions broken into separate sections to remove confusions


Version 2.3


General

  • Added basic admin/agent API
  • Improvements to Indexes and DB structure
  • Using MariaDB MySQL varient
  • Using Asterisk 1.6.2.11
  • Numerous Asterisk bugfixes
  • Numerous Agent/Admin Interface bugfixes
  • Numerous backend bugfixes
  • Google Chrome Compatible

Agent Interface

  • Added Automatic Inbound-Manual mode
  • Fix several display issues
  • Rework and simplified several core javascript components
  • Split and organize javascript functions
  • Alter login process to display a banner page and load stage notification
  • Remove all popup message-box alerts and replace with agent notification screens
  • Alert agent on server time synchronization error
  • Better error handling when agent or phone is logged in
  • Ability to send Email Templates on disposition (nonfree)
  • Added debugging mode to Agent interface which reports all javascript calls and results to an external window
  • Ability to have field input directly from scripts
  • Added functionality to synchronize script/form field entries
  • Style redesign and layout updates
  • Optimize all HTML to pass W3C

Admin Interface

  • Added Company/Hosted (Multi-tenant) style configuration (nonfree)
  • Restructured layout
  • Style redesign and layout updates
  • Double-clickable line-items in admin
  • Added Email Templates (nonfree)
  • Ability to use up to 10 alternate phone numbers
  • Improved Advanced Lead Search functionality
  • Added CSV export ability for Additional Form Fields to Lead Export
  • Added CSV exports to Advanced Lead Search
  • Added CSV export ability for Additional Form Fields to Advanced Lead Search
  • Added CSV export ability for Script Button Clicks to Advanced Lead Search
  • Ability to read/modify Additional Form Fields through Lead Modification
  • Improved Lead Loading functionality
  • Added progress feedback to Lead Loading
  • Added ability to load data into Addition Form Fields to Lead Loading
  • Reworking of styles and layouts to all reporting
  • Organize Report menu
  • Optimize all HTML to pass W3C

Agents

  • Ability to perform Agent2Agent transfers
  • Added permissions for exporting of leads
  • Added API permissions for admin/agent functions
  • Per-User Script Overrides

Lists

  • Per-List Script Overrides
  • Per-List Webform Overrides
  • Increase Webform length to 2000 chars

Campaigns

  • Set CID Name per Campaign
  • Added XFER CID Mode per Campaign:
  • Allow one to set the CID that is used on outbound 3way calls
  • Increase Webform length to 2000 chars
  • Ability to set CID per Areacode dialed
  • Select default carrier, or use original manual configuration
  • Added option to disable manual dialing from the campaign
  • Per-campaign email blacklists (nonfree)
  • Ability to hide "Local Closer" button from agent
  • Ability to hide "Dial Override" option from agent
  • Ability to hide "Hangup Xfer" button from agent
  • Ability to hide "Leave 3way" button from agent
  • Ability to hide "Dial With" button from agent
  • Ability to hide "Hangup Both" button from agent
  • Ability to hide "Blind Xfer" button from agent
  • Ability to hide "Park Dial" button from agent
  • Ability to hide "Blind Vmail" button from agent

In-Groups

  • Increase Webform length to 2000 chars
  • Added "Drop Trigger" to Ingroup:
    • CALL_SECONDS_TIMEOUT: Drop inbound call to drop exten after drop-call seconds
    • NO_AGENTS_CONNECTED: Drop immediately to drop exten if no agents logged in
    • NO_AGENTS_AVAILABLE: Drop immediately to drop exten if no agents logged in or currently available

Scripts

  • Embedded WYSIWYG Editor
  • Logging of Conditional scripting
  • Editable Fields
  • Additional Form Fields (Editable)
  • Disposition Buttons, immediately hangs up and dispositions call with status
  • Disposition Buttons: Automatically run WEBFORM1/WEBFORM2/NORMAL operation after disposition
  • Conditional Scripting (Script Buttons)
  • Added HTML view to WYSIWYG

Email Templates (nonfree)

  • Per Template Email server configuration with SMTP authorization
  • Definable From email address
  • Definable Subject
  • Field substitution allowed in Subject line
  • Sends email HTML and Text bodies
  • Send Action:
  • On Demand: Gives agent option to send email template on disposition (if email address is given)
  • All: Gives agent option to NOT send email template on disposition (if email address is given)
  • On Disposition: Forces sending of email template on disposition (if email address is given)
  • Embedded WYSIWYG Editor for HTML Body

User Groups

  • Added permissions to reporting based on User Group
  • Admin users can only view campaigns allowed by their User Group
  • Admin users can only view reporting relevant to their User Group
  • Add per-script user group permissions
  • Add per-email-template user group permissions (nonfree)

Setup / System Settings

  • Ability to Enable/Disable 'Lead Allocation' menu items
  • Ability to Enable/Disable 'External Agents' menu
  • Ability to Enable/Disable 'Filters' menu
  • Select default system carrier, or use original manual configuration
  • Select Intra-server communication protocol (for multi-server systems)

Phones

  • Set CID Name per Phone

Carriers

  • GUI configurable carriers
  • SIP/IAX templates
  • Per server carrier configuration
  • Ability to failover to alternate carriers on CHANUNAVAIL, CONGESTION, or both
  • Per carrier DID configuration
  • DIDs: Selectable routing for DID Ingroup, Phone, Extension, Voicemail


Companies (Multi-tenant, nonfree)

  • Per company ability to Enable / Disable Campaign IVR options
  • Per company ability to Enable / Disable Campaign ListMix options
  • Per company Export Lead permissions
  • Per company ability to Enable/Disable 'Leads' menu
  • Per company ability to Enable/Disable 'Scripts' menu
  • Per company ability to Enable/Disable 'Filters' menu
  • Per company ability to Enable/Disable 'InGroups' menu
  • Per company ability to Enable/Disable 'External Agents' menu
  • Per company ability to Enable/Disable 'System - CallTimes' menu
  • Per company ability to Enable/Disable 'System - Phones' menu
  • Per company ability to Enable/Disable 'System - Conferences' menu
  • Per company ability to Enable/Disable 'System - Servers' menu
  • Per company ability to Enable/Disable 'System - Statuses' menu
  • Per company ability to Enable/Disable 'System - Carriers' menu
  • Ability to have use per company, system-wide, or company & system-wide DNC checks
  • Ability to Enable/Disable API
  • Assign default Server IP
  • Assign default Local GMT
  • Define default Extension Context


Version 2.2


Installation

  • Fully automated
  • Includes fully optimized and latest version of CentOS
  • 32 and 64 bit versions
  • Selectable Asterisk version (v1.6/v1.2)
  • Select static or dynamic network settings
  • Pre-installed agents, phones, list and a test campaign, ready to dial
  • Installable from CD & USB drive
  • Minimum 20GB storage

Agent

  • Optionally limit number of new leads per agent
  • Customizable Additional Information forms per campaign
  • Unlimited Additional Information forms
  • Data fields, including custom fields, usable in scripts
  • Control use of Form and Script Tab from each campaign
  • 1024 pixel wide agent screen
  • Very visible indication when muted
  • Confusing technical terms hidden from agents
  • Preview on Manual dial set by campaign
  • Preview Force Dial Time, on Manual dial
  • Embedded Web Forms
  • Inbound and outbound calls (blended)
  • Any-agent or agent-specific callbacks
  • Manual dial with optional preview before dialing
  • Faster dispositioning with hotkeys
  • Transfer calls with hotkey
  • Definable agent wrapup-time per campaign
  • Third party conferencing with presets and macros
  • Third party blind call transfer
  • Third party conferencing with agent drop-off
  • Managers can listen-in on agent conversations
  • Managers can enter conversations with agents and customers
  • Call up to three phone numbers for the same lead
  • Agents can log in remotely anywhere with just a phone and a web browser

Leads

  • Optional lead prioritization based on age of lead
  • Advanced lead search and export
  • Ready to import XML formatted leads from web site
  • Lead allocation and limits per agent
  • Working Listmix, by status
  • Recycling of Busy calls at a specified interval without resetting a list
  • Multiple lead-lists per campaign
  • Per lead caller-ID

Campaigns

  • Per lead Caller-ID capable
  • GUI script editor
  • Conditional scripting with objections and rebuttals
  • Optional javascript per campaign (Form validation)
  • New highly optimized adaptive dial mode
  • Export by disposition status and fields
  • Export directly from report to csv
  • Enhanced lead search
  • 1024 pixel wide management screens
  • Uniform design across all modules
  • Broadcast dialing with IVR, multiple option response to any keypress, speed control, maximum dials per time period
  • Inbound IVR
  • Optional Campaign Call time controlled by local timezone
  • Fronter to Closer transfers with all information
  • Transfer calls to local or external agents
  • Conference or transfer to verification company
  • Open custom web pages, which can include lead information, per campaign
  • Autodial campaigns to start with a simple IVR (Interactive Voice Response) then direct to agent
  • Send a dropped call to a voicemail box per campaign if no agent is available
  • Set outbound Caller ID per campaign
  • Route inbound calls by Caller ID
  • Park the customer with custom music per campaign
  • ACD (Automatic Call Distribution) for inbound and fronter/closer verification calls
  • Record calls automatically, after delay or by agent initiatation
  • Custom call dispositions, per campaign
  • Option of a drop timer with safe-harbor message for FTC compliance
  • Variable Dropped Call percentage when dialing predictively for FTC compliance
  • Internal DNC (Do Not Call) list can be activated per campaign
  • Answering Machine Detection and custom message for AM calls
  • Custom database queries in campaign dialing
  • Supports single campaign on many servers & many campaigns on single server

Reporting

  • Track lead cost
  • Optimized reporting (Query time)
  • Real-time and summary reports
  • Hourly Totals by Status Category on Real Time report
  • Logging of Carrier Errors
  • Call report
  • Inbound/Closer report
  • Recent sales report
  • Cost of list by entry date report
  • Lead performance by campaign report
  • Lead performance by list report
  • Agent performance report
  • Agent timesheet
  • Agent stats report
  • Agent status report
  • User-group hourly status report
  • Server performance report

System

  • 32bit and 64bit versions
  • Asterisk v1.6 or v1.2
  • Update with 'yum update'
  • Automatically move completed recordings to archive server for processing
  • Conditional, automated, off-site, recording backup and remote transfer with logging (FTP/SFTP/SCP) on archive server
  • Support of active and passive FTP modes
  • Asterisk configuration automatically done by OSDial
  • Allowing a simulated ring to be sent to the origination channel even in the absence of early-media
  • Stable support for single IP access to multiple server to work around NAT restrictions
  • Built-in VPN for remote support
  • Dialing with custom timezone restrictions including per state and per day-of-the-week
  • Load balancing across multiple inbound or outbound dialers
  • All calls, statuses of calls, and agent time breakdowns are logged
  • Calls can be redirected to any phone number
  • Improved administrative interface
  • Multicast server resource monitor
  • Web based user interfaces
  • Fully Open Source compliant (AGPL v2 & AGPL v3)
  • Highly optimized with Redhat/CentOS for optimal performance and stability

Security

  • International calling disabled by default
  • Best practices configured Asterisk for higher security
  • Set user levels and permissions for certain features and campaigns

Demo

  • Fully functioning Dialer on LiveCD/USB drive with free VoIP account*
  • Fully functioning Agent on LiveCD/USB drive that auto detects and configures itself to dialer, only requires a headset






Software License

AGPLv3



Author

Call Center Service Group, LC, Lott Caskey



Misc

Views: 30030



Links

Image

General Information

OSDial (OpenSource Dialer) is a full featured GPL dialer for call centers which does Manual, Power and Predictive dialing out of the box. It is easily installed through one of our .iso images which will make a complete install.

  • Version 3.0 released June 1, 2013

The OSDial server(s) use the Linux OS known as CentOS version 6.4. The OSDial server software is also compatible with RedHat Enterprise Linux (RHEL) 6.

The OSDial Agent Interface is accessed via web-browser. The OSDial Agent Interface is fully compatible with Firefox and Google Chrome.

To download:
http://www.osdial.org
http://sourceforge.net/projects/osdial/
Don't forget to run 'yum update' after install as there are frequent updates.

For support:
OSDial.com (Commercial)
osdial.org (Community)



Specials

Free VoIP accounts has limited availability, and only available in US-48.
Contact us at osdial.com/contact/ for details.



General Features

Due to rapid development the Feature List frequently lacks new features that have been recently added, and is often limited to those deemed important enough to include.
Current feature list is available at osdial.com/features/.

Introduction to 3.0

Our aim with 3.0 was to make OSDial easier and friendlier to use than ever before. The first module to be updated was the Modify Campaigns as you can see in the screenshots. To further improve the ease of use we also updated the inline help and it now shows up with a mouse-over of the new questionmark icon. Moving up to Asterisk 11 resolved some bugs and opened the door to some very valuable functionalities. All in all this is a very significant release and we hope you will enjoy it!

Install

  • Graphical install
  • Custom install option
  • Password now set by user during install
  • Info screen (/etc/issue) updated to current IP address after each change

System

  • RedHat/CentOS 6.4
  • Asterisk 11
  • MariaDB 5.5
  • Apache 2.2
  • System now uses LVM (Logical Volume Manager) allowing easy extension of disk capacity

General

  • Mouse-over help
  • Help system overhauled and moved to XML
  • Tabbed menu system
  • Bug fixes
  • Faster audio conversion
  • Custom dialplans

Agent Interface

  • Cleaned up interface, realigned and resized fields
  • Technical terms and options moved to a different screen
  • Added company name & job title
  • Initial overhaul to add configuration capability for fields
  • Easy to enlarge comment field
  • Font in fields larger for better legibility
  • Read Only fields are easily identified

Admin Interface

  • Initial overhaul to simplify the whole user experience
  • Gave interface a more modern look
  • Only shows applicable options for each dial mode
  • Easy to prepare the new dial mode before switching
  • Functions broken into separate sections to remove confusions


Version 2.3


General

  • Added basic admin/agent API
  • Improvements to Indexes and DB structure
  • Using MariaDB MySQL varient
  • Using Asterisk 1.6.2.11
  • Numerous Asterisk bugfixes
  • Numerous Agent/Admin Interface bugfixes
  • Numerous backend bugfixes
  • Google Chrome Compatible

Agent Interface

  • Added Automatic Inbound-Manual mode
  • Fix several display issues
  • Rework and simplified several core javascript components
  • Split and organize javascript functions
  • Alter login process to display a banner page and load stage notification
  • Remove all popup message-box alerts and replace with agent notification screens
  • Alert agent on server time synchronization error
  • Better error handling when agent or phone is logged in
  • Ability to send Email Templates on disposition (nonfree)
  • Added debugging mode to Agent interface which reports all javascript calls and results to an external window
  • Ability to have field input directly from scripts
  • Added functionality to synchronize script/form field entries
  • Style redesign and layout updates
  • Optimize all HTML to pass W3C

Admin Interface

  • Added Company/Hosted (Multi-tenant) style configuration (nonfree)
  • Restructured layout
  • Style redesign and layout updates
  • Double-clickable line-items in admin
  • Added Email Templates (nonfree)
  • Ability to use up to 10 alternate phone numbers
  • Improved Advanced Lead Search functionality
  • Added CSV export ability for Additional Form Fields to Lead Export
  • Added CSV exports to Advanced Lead Search
  • Added CSV export ability for Additional Form Fields to Advanced Lead Search
  • Added CSV export ability for Script Button Clicks to Advanced Lead Search
  • Ability to read/modify Additional Form Fields through Lead Modification
  • Improved Lead Loading functionality
  • Added progress feedback to Lead Loading
  • Added ability to load data into Addition Form Fields to Lead Loading
  • Reworking of styles and layouts to all reporting
  • Organize Report menu
  • Optimize all HTML to pass W3C

Agents

  • Ability to perform Agent2Agent transfers
  • Added permissions for exporting of leads
  • Added API permissions for admin/agent functions
  • Per-User Script Overrides

Lists

  • Per-List Script Overrides
  • Per-List Webform Overrides
  • Increase Webform length to 2000 chars

Campaigns

  • Set CID Name per Campaign
  • Added XFER CID Mode per Campaign:
  • Allow one to set the CID that is used on outbound 3way calls
  • Increase Webform length to 2000 chars
  • Ability to set CID per Areacode dialed
  • Select default carrier, or use original manual configuration
  • Added option to disable manual dialing from the campaign
  • Per-campaign email blacklists (nonfree)
  • Ability to hide "Local Closer" button from agent
  • Ability to hide "Dial Override" option from agent
  • Ability to hide "Hangup Xfer" button from agent
  • Ability to hide "Leave 3way" button from agent
  • Ability to hide "Dial With" button from agent
  • Ability to hide "Hangup Both" button from agent
  • Ability to hide "Blind Xfer" button from agent
  • Ability to hide "Park Dial" button from agent
  • Ability to hide "Blind Vmail" button from agent

In-Groups

  • Increase Webform length to 2000 chars
  • Added "Drop Trigger" to Ingroup:
    • CALL_SECONDS_TIMEOUT: Drop inbound call to drop exten after drop-call seconds
    • NO_AGENTS_CONNECTED: Drop immediately to drop exten if no agents logged in
    • NO_AGENTS_AVAILABLE: Drop immediately to drop exten if no agents logged in or currently available

Scripts

  • Embedded WYSIWYG Editor
  • Logging of Conditional scripting
  • Editable Fields
  • Additional Form Fields (Editable)
  • Disposition Buttons, immediately hangs up and dispositions call with status
  • Disposition Buttons: Automatically run WEBFORM1/WEBFORM2/NORMAL operation after disposition
  • Conditional Scripting (Script Buttons)
  • Added HTML view to WYSIWYG

Email Templates (nonfree)

  • Per Template Email server configuration with SMTP authorization
  • Definable From email address
  • Definable Subject
  • Field substitution allowed in Subject line
  • Sends email HTML and Text bodies
  • Send Action:
  • On Demand: Gives agent option to send email template on disposition (if email address is given)
  • All: Gives agent option to NOT send email template on disposition (if email address is given)
  • On Disposition: Forces sending of email template on disposition (if email address is given)
  • Embedded WYSIWYG Editor for HTML Body

User Groups

  • Added permissions to reporting based on User Group
  • Admin users can only view campaigns allowed by their User Group
  • Admin users can only view reporting relevant to their User Group
  • Add per-script user group permissions
  • Add per-email-template user group permissions (nonfree)

Setup / System Settings

  • Ability to Enable/Disable 'Lead Allocation' menu items
  • Ability to Enable/Disable 'External Agents' menu
  • Ability to Enable/Disable 'Filters' menu
  • Select default system carrier, or use original manual configuration
  • Select Intra-server communication protocol (for multi-server systems)

Phones

  • Set CID Name per Phone

Carriers

  • GUI configurable carriers
  • SIP/IAX templates
  • Per server carrier configuration
  • Ability to failover to alternate carriers on CHANUNAVAIL, CONGESTION, or both
  • Per carrier DID configuration
  • DIDs: Selectable routing for DID Ingroup, Phone, Extension, Voicemail


Companies (Multi-tenant, nonfree)

  • Per company ability to Enable / Disable Campaign IVR options
  • Per company ability to Enable / Disable Campaign ListMix options
  • Per company Export Lead permissions
  • Per company ability to Enable/Disable 'Leads' menu
  • Per company ability to Enable/Disable 'Scripts' menu
  • Per company ability to Enable/Disable 'Filters' menu
  • Per company ability to Enable/Disable 'InGroups' menu
  • Per company ability to Enable/Disable 'External Agents' menu
  • Per company ability to Enable/Disable 'System - CallTimes' menu
  • Per company ability to Enable/Disable 'System - Phones' menu
  • Per company ability to Enable/Disable 'System - Conferences' menu
  • Per company ability to Enable/Disable 'System - Servers' menu
  • Per company ability to Enable/Disable 'System - Statuses' menu
  • Per company ability to Enable/Disable 'System - Carriers' menu
  • Ability to have use per company, system-wide, or company & system-wide DNC checks
  • Ability to Enable/Disable API
  • Assign default Server IP
  • Assign default Local GMT
  • Define default Extension Context


Version 2.2


Installation

  • Fully automated
  • Includes fully optimized and latest version of CentOS
  • 32 and 64 bit versions
  • Selectable Asterisk version (v1.6/v1.2)
  • Select static or dynamic network settings
  • Pre-installed agents, phones, list and a test campaign, ready to dial
  • Installable from CD & USB drive
  • Minimum 20GB storage

Agent

  • Optionally limit number of new leads per agent
  • Customizable Additional Information forms per campaign
  • Unlimited Additional Information forms
  • Data fields, including custom fields, usable in scripts
  • Control use of Form and Script Tab from each campaign
  • 1024 pixel wide agent screen
  • Very visible indication when muted
  • Confusing technical terms hidden from agents
  • Preview on Manual dial set by campaign
  • Preview Force Dial Time, on Manual dial
  • Embedded Web Forms
  • Inbound and outbound calls (blended)
  • Any-agent or agent-specific callbacks
  • Manual dial with optional preview before dialing
  • Faster dispositioning with hotkeys
  • Transfer calls with hotkey
  • Definable agent wrapup-time per campaign
  • Third party conferencing with presets and macros
  • Third party blind call transfer
  • Third party conferencing with agent drop-off
  • Managers can listen-in on agent conversations
  • Managers can enter conversations with agents and customers
  • Call up to three phone numbers for the same lead
  • Agents can log in remotely anywhere with just a phone and a web browser

Leads

  • Optional lead prioritization based on age of lead
  • Advanced lead search and export
  • Ready to import XML formatted leads from web site
  • Lead allocation and limits per agent
  • Working Listmix, by status
  • Recycling of Busy calls at a specified interval without resetting a list
  • Multiple lead-lists per campaign
  • Per lead caller-ID

Campaigns

  • Per lead Caller-ID capable
  • GUI script editor
  • Conditional scripting with objections and rebuttals
  • Optional javascript per campaign (Form validation)
  • New highly optimized adaptive dial mode
  • Export by disposition status and fields
  • Export directly from report to csv
  • Enhanced lead search
  • 1024 pixel wide management screens
  • Uniform design across all modules
  • Broadcast dialing with IVR, multiple option response to any keypress, speed control, maximum dials per time period
  • Inbound IVR
  • Optional Campaign Call time controlled by local timezone
  • Fronter to Closer transfers with all information
  • Transfer calls to local or external agents
  • Conference or transfer to verification company
  • Open custom web pages, which can include lead information, per campaign
  • Autodial campaigns to start with a simple IVR (Interactive Voice Response) then direct to agent
  • Send a dropped call to a voicemail box per campaign if no agent is available
  • Set outbound Caller ID per campaign
  • Route inbound calls by Caller ID
  • Park the customer with custom music per campaign
  • ACD (Automatic Call Distribution) for inbound and fronter/closer verification calls
  • Record calls automatically, after delay or by agent initiatation
  • Custom call dispositions, per campaign
  • Option of a drop timer with safe-harbor message for FTC compliance
  • Variable Dropped Call percentage when dialing predictively for FTC compliance
  • Internal DNC (Do Not Call) list can be activated per campaign
  • Answering Machine Detection and custom message for AM calls
  • Custom database queries in campaign dialing
  • Supports single campaign on many servers & many campaigns on single server

Reporting

  • Track lead cost
  • Optimized reporting (Query time)
  • Real-time and summary reports
  • Hourly Totals by Status Category on Real Time report
  • Logging of Carrier Errors
  • Call report
  • Inbound/Closer report
  • Recent sales report
  • Cost of list by entry date report
  • Lead performance by campaign report
  • Lead performance by list report
  • Agent performance report
  • Agent timesheet
  • Agent stats report
  • Agent status report
  • User-group hourly status report
  • Server performance report

System

  • 32bit and 64bit versions
  • Asterisk v1.6 or v1.2
  • Update with 'yum update'
  • Automatically move completed recordings to archive server for processing
  • Conditional, automated, off-site, recording backup and remote transfer with logging (FTP/SFTP/SCP) on archive server
  • Support of active and passive FTP modes
  • Asterisk configuration automatically done by OSDial
  • Allowing a simulated ring to be sent to the origination channel even in the absence of early-media
  • Stable support for single IP access to multiple server to work around NAT restrictions
  • Built-in VPN for remote support
  • Dialing with custom timezone restrictions including per state and per day-of-the-week
  • Load balancing across multiple inbound or outbound dialers
  • All calls, statuses of calls, and agent time breakdowns are logged
  • Calls can be redirected to any phone number
  • Improved administrative interface
  • Multicast server resource monitor
  • Web based user interfaces
  • Fully Open Source compliant (AGPL v2 & AGPL v3)
  • Highly optimized with Redhat/CentOS for optimal performance and stability

Security

  • International calling disabled by default
  • Best practices configured Asterisk for higher security
  • Set user levels and permissions for certain features and campaigns

Demo

  • Fully functioning Dialer on LiveCD/USB drive with free VoIP account*
  • Fully functioning Agent on LiveCD/USB drive that auto detects and configures itself to dialer, only requires a headset






Software License

AGPLv3



Author

Call Center Service Group, LC, Lott Caskey



Misc

Views: 30030



Links

Created by: lottcaskey, Last modification: Tue 08 of Oct, 2013 (06:40 UTC) by steves
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