queue and dialer in asterCRM outbound call center

Call Center Software
Provider Software Details
Vonage Business Call-Center
  • No hardware, software or up-front capital costs
  • Carrier-class architecture with built-in enhanced features
  • 100% scalable to fit your needs
Details
Call Center Software AVOXI: Cloud-based Contact Center Software
  • Inbound & Outbound Hosted Call Center Solution
  • Quality assurance tools to improve agent performance
  • Live monitoring & real time reporting
  • Starting as low as $18 per seat
Details
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 an 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

freepbx-add-extension
freepbx-add-extension.png


then add a queue

freepbx-queue.png

freepbx-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

astercrm-add-campaign.png

astercrm-add-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.

astercrm-agent

  • start dialer

both groupadmin and admin could start the dialer, go management interface and then click “Dialer” icon

astercrm-dialer.png

astercrm-dialer

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
astercrm-agent.png


when a customer is connected and redirect to the agent in queue, it would popup customer information if you have in database

astercrm_agent_popup_en.png

astercrm_agent_popup_en

See Also

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 an 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

freepbx-add-extension
freepbx-add-extension.png


then add a queue

freepbx-queue.png

freepbx-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

astercrm-add-campaign.png

astercrm-add-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.

astercrm-agent

  • start dialer

both groupadmin and admin could start the dialer, go management interface and then click “Dialer” icon

astercrm-dialer.png

astercrm-dialer

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
astercrm-agent.png


when a customer is connected and redirect to the agent in queue, it would popup customer information if you have in database

astercrm_agent_popup_en.png

astercrm_agent_popup_en

See Also

Created by: playsolo, Last modification: Thu 12 of Apr, 2012 (17:53 UTC) by admin
Please update this page with new information, just login and click on the "Edit" or "Discussion" tab. Get a free login here: Register Thanks! - Find us on Google+