tutorial: use astercc,freepbx and asterisk to build a broadcasting system with IVR and Queue agents

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

Related posts:

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Windows VOIP Business Phone System

Windows based, ISDN and VOIP Ready. Suitable for companies with 1 to 200 employees.
Supports Traditional, USB, SIP Phones, Wireless Headsets, Wifi Phones and Softphones.

The features are comprehensive and includes:

VOIP Ready – Internet VoIP calls over SIP Carriers. ISDN Ready – Connect in existing ISDN lines. VOICEMAIL – by phone, or by email for every extension and service groups. AUTOMATED CALL ATTENDANTS (IVR) Voice/Music Greetings to Callers providing Optional Menus by Touch Tone Dialling. PRESENCE indicators for every extension showing extension on-call, free, away or offline. Outlook Integration – pop up relevant contact details and notes for incoming caller. Call Recording – Automatic or manual instant recording. WAN – Integrate branch offices and benefit from free inter office calls, and improve office communication efficiency. Centralised Phone Book – company wide telephone book showing names, numbers and business information. Fax Server – company wide fax server allowing employees to fax straight from desktop PCs, receive incoming faxes, and notifications of successful/unsuccessful messages. Call Pickup/Conferencing/Divert/hold/Forward Music on Hold – configurable, accepts any .wav file Short Text Messaging – short message any extension on same system or in another branch office. SIP Phones, USB Phones, Softphones and Traditional RJ11 Phones – wide ranging support of hard phones and softphones. Least Cost Routing – automatic routing with calls between VOIP and ISDN carriers to minimize outages and call charges. Day/Night/Holiday Modes – system programmable to offer different messages or call routes depending on day, time and holidays.

The phone system that lets you change your mind

 

Switchvox resellers already know how powerful the product’s features are, so I thought I would stress how powerful the sales process can be from both the reseller and corporate customer perspectives.

Here’s one of the messages you should understand about Switchvox:

“You can always change your mind.”

A phone system upgrade or replacement can seem overwhelming to small businesses. That’s why SMBs are justifiably worried they may be buying the wrong solution, they may need a feature and forget to mention it, etc.  Of course price is a major item, but so is fear of the unknown. Remember, it’s a significant expenditure and organizations want to be sure they are getting the right product. When considering a Switchvox purchase, customers need not worry because if their business changes or they need something new, they can always change their mind with Switchvox.

Here’s something we often discuss with customers.  During the needs discovery for automatic call distributor (ACD), call recording, find me follow me, etc., prospects will typically just throw out some of these options as they don’t need them today. However, it’s important to know that “You can always change your mind” when you go with Switchvox.  This helps dispel some of the fear about buying the wrong thing.

The analogy we use is some people have a small car when they get married and that works great until they have a kid, then they get a dog, bikes, etc.  Now that small, fun, two-door car no longer fits their needs. It was great when they got it, but now things are different and they need something like a minivan.  Well, it’s time to go trade in the small car and get the minivan to suit the new family needs. This means getting rid of one piece of hardware to go through the buying process again hoping they get it right this time.

It’s the same with any organization — needs change as a company will invariably decide to alter its business, hire more people, acquire a competitor, etc.  What was not important when initially buying a phone system — like the awesome and free Switchvox Mobile smartphone applications — is now critical. For example, imagine a top-performing new salesperson who is accustomed to having access to all the great features of her office phone system right on her smartphone, which she can’t live without it. A company would realize that her value goes up when she has the correct tools to make her productive. The organization would want to be able to make that addition on the fly.

With other systems, prospects may need to buy an add-on for more cost, or worse, it may not even be available on the product they bought. With Switchvox, they can add call recording, ACD, etc. at any time.  This way, organizations “change their mind” and Switchvox allows them to grow and accommodate as needs increase and change.

Switchvox has a multitude of features built in and can adapt to future needs as it is based on open standards. With this in mind, prospects can rest assured that as they change and grow, they can change their minds as to the types of features required to meet the needs of their organizations. They’ll have a great platform that changes with them and a partner delivering the best VoIP phone system that exists.