In a campaign, we will import customer information first from a csv or excel file, then we can assign the customers to agents, agent login and dial the customer one by one, they can select the call result, make a scheduler for next call or mark the customer as failed/success. During the call, if customer is interested, agent could send email/SMS/fax in agent portal page.
We will learn how to config the following features in asterCC：
setup a phone system
config a campaign
import customers and assign
config email server
You can install asterCC on a server, PC or Virtual Machine.
We need a trunk for outbound calls at first place.
We need the following resouces according to different types of trunks:
Network trunk– asterCC supports trunks with SIP and IAX2 protocol. We do not need extra facilities when using such trunk. Different ITSP has different connection way. For instance, most would offer user name, password and server address for connection.
E1 – we need a E1 voice card and audio gateway (AG) with SIP protocol for transferring E1 calls into SIP calls.
Analog trunk– we do not recommend analog trunks for outbound system, since most analog trunks do not have reverse polarity signals, thus, the system cannot recognise user status, which means, when the calls are not answered or the numbers do not exist, the system would think there is a answer signal and transfer the call to IVR. Therefore, we do not recommend an analog trunk in this condition. To build an analog trunk, we need an analog voice card (FXO interface) or an audio gateway (AG) of the analog trunk.
To transfer broadcasting to IVR, we need module compaign and predictive dialer
Quickly Setup Extension and Agent
We need at least an account to bill the compaign, and extensions to test the trunk. We also need to take into account the agents which may be used someday.
We can add accounts and extentions in bulk regardless of agents
Now we test if the extention of the team can call
in the menu on the left, PBX
, choose an unused extension and double-click it to check its login name and password
Creating Agent Group
To achieve better service, we need to build a agent group to answer the customers who need operator services.
In the menu on the left, choose User→Agent Groups,and Add agent group.
Portal: When agents login the agent interface, the system will open a page by default. Here we choose default.
Each group needs a queue, and if the system cannot find there is no queue when you save, there will popup a tip asking if a queue is to be created, and now we choose “auto add queue”.
Creating a Campaign
Config a Email Server
if you dont need send email in the campaign, you dont need a email server, just skip this section
Config email template
We could add one or several email templates for the campaign, so agent could select one template to send to customers during the call.
Config Campaign Result Code
We could config a call code to sort the numbers we called.
In order to unify the data format, the system supports “dictionary”, here we config a dictionary for gender
go to Call Center → Import
upload the file you want to import (csv or excel)
choose the package “Sales” on left drop down menu
select the field we want to import under the column
check the first checkbox for view only, the second checkbox for edit
for gender, check the checkbox “dict”
put remove the first 1 row for removing the title
ignore the warning
login from an agent account