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<note tip>To build this system, you need asterCC 1.1-beta2 or versions above</note> By combining calling marketing, IVR and predial, we can build a voice broadcasting system, that is, the system places calls according to certain conditions. When the call is connected, the system transfers the call to IVR, where the customer will be listening to the recording, and pressing buttons to advance. Clients do not need to extra pay for applications of normal scale, for asterCC predial offers高达20路的并发通话许可 In this case, we are going to build a voice broadcasting system, and add a transfer to queues, and the same time, we can also learn how to: - build a telephone system - set IVR - configure a compaign - use predictive dialer - use agent interface ====== Preparation ====== ===== Server ===== You can install asterCC on a server, PC or Virtual Machine. ===== Trunk ===== 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. ====== System Installation ====== Please refer to：[[en:download_and_install:installation]] ====== Module Installation ====== To transfer broadcasting to IVR, we need module //compaign// and //predictive dialer // * Please refer to: [[en:module manual:system modules:module installation]], and finish the installation of these two modules: [[en:campaign]] and [[en: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. * Please refer to: [[en:module manual:user:quick setup]], [[en:newbie:quick_add_extensions_and_agents_in_bulk]] * Considering the system offers 5 agents' license, we now build 5 accounts, and each account has an extension and an agent. <note>We can add accounts and extentions in bulk regardless of agents</note> ====== Adding Trunk ====== * Please refer to: [[en:module manual:PBX:Adding Trunk]], [[en:newbie:configuring_a_trunks]], and build a trunk for compaign. ====== Outbound Testing ====== Now we test if the extention of the team can call * assign the trunk to team, and make every call placed by this team go trough this trunk {{:en:how-to:team_edit.jpg?768|}} {{:en:how-to:team_edit_1.jpg?768|}} * in the menu on the left, [[en:module manual:PBX]] -> [[en:module manual:PBX:Devices]], choose an unused extension and double-click it to check its login name and password {{:en:how-to:devices_list.jpg?768|}} {{:en:how-to:devices_detail.jpg?768|}} * Register a soft phone * Please refer to: [[en:newbie:configuration_eyebeam_soft_phone]], [[en:newbie:configure_the_x-lite_soft_phone]], [[en:newbie:configuration_zoiper_softphone]] * try to call, and if there are problems, continue the checks on the trunk. ====== 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//. {{:en:how-to:agent_group_add.jpg?768|}} * Click [Add Agent], and select the agents into the group, then save. * Here we assign agent number 5000 the monitor of the group. {{:en:how-to:agent_group_add_agent.jpg?|}} * 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". {{:en:how-to:agent_group_add_queue.jpg?|}} * In the menu on the left, Advanced→Queue: In the Queue management page we can see the automatically added queue. Double-click to modify. * for the queue which need play agent number to caller, we could config "Agent No. Announce"，select two files for the voice between Agent No. and one for the voice after Agent No., by default asterCC provides "play_agentno_en1"(Agent) and "play_agentno_en2"(is at your service) * please select Autofill so the agents could answer calls as soon as they are connected. {{:en:how-to:queues_detail.jpg?768|}} ====== Add an IVR ====== Please refer to [[:en:module_manual:ivr:configuring_a_simple_ivr]] ====== Add Campaign ====== * Campaign-> Campaigns-> Campaign management * Add a campaign, Dialer Status-Enable, Campaign URL: IVR ... Broadcasting IVR * Event URL- Event file * In pre-dialer, we don't assign customers to agents, so we need to choose //no// after //check reassign//. {{:en:how-to:campaign_add.jpg?768|}} {{:en:how-to:campaign_edit.jpg?768|}} <note tip>Choose agent group in Dial-In-Exten, when you want to transfer the calls to the assigned agent group.</note> * After adding, the system would create a customer package automatically. In the menu on the left, Campaign-> Customer Packages {{:en:how-to:customer_packages_add.jpg?768|}} ====== Config Dict ====== To unify the data format, the system supports dictionary matching. Here we take gender for example to show you how to match dictionary. * In the menu on the left, Call center-> Import dict, and //Add// male and female {{:en:how-to:import_dict_list.jpg?768|}} ====== Import ====== * Call Center-> Import * Select files to be imported * Select //broadcasting IVR// we just built in the pulldown menu * choose which field to import under each line of data * The 2 boxes are whether allow agents to check, whether allow agents to edit, whether to import perdialer list, and whether to match the dictionary. * "remove first 1 rows" so we can skip the title line * ignore the mismatching warning * if you are using csv and see "Failure", please make sure the format of the file is UTF-8 {{:en:how-to:import.jpg?768|}} {{:en:how-to:import_warning.jpg|}} {{:en:how-to:import_done.jpg|}} * Call Center-> Shell Import Jobs * usually it will be finished in two minutes. {{:en:how-to:import_job.jpg?768|}} ====== Predictive Dialer ====== * Dialer-> Campaign Diallist, we can see the numbers to be dialed. {{:en:how-to:campaign_diallist.jpg?768|}} * Dialer-> Dialer, click the Campaign name and we can see how's the dialer going on. * In this case we use the max calls number limit to control the dialer (by default, the dialer module provides simultaneous 20 calls maximum) * In Dialer Settings, under the Dialer section change the value of "Max Dialer Concurrent" to a minimum value of 2 and a maximum value lower than the number of corresponding channels that your trunk provider is allowing for the SIP account used in your system. Gateway or trunk providers usually supply 2 channels to allow one call. You can ask them for more channels and they will give them to you if you justify the need for them. {{:en:how-to:campaign_diallist_detail.jpg?768|}} * In [Show Dial list], we can see the numbers to be dialed or delete the data. {{:en:how-to:campaign_diallist_list.jpg?768|}} * Click [Start] and the dialer starts to work * in the dialer page we can see the work related to the dialer going on. {{:en:how-to:dialer_working.jpg?768|}} {{:en:how-to:dialer_working_1.jpg?768|}} ====== Number Recyle ====== Predialer has a function of recycle, where we can put the numbers which have already been dialed, and the system would dial them again. * Dialer-> Dialer, click [recover] {{:en:how-to:dialer_recyle_1.jpg?768}} * Choose the data need recycling, and click [collection checked] * there are numbers in a package, so the system would ask which numbers are to be recycled. {{:en:how-to:dialer_recyle_2.jpg?768}} {{:en:how-to:dialer_recyle.jpg?768}} ====== Report ====== * Campaign->Campaigns, and double click campaign and //advanced//, we can see the stats of predialer campaign. {{:en:how-to:campaign_advanced.jpg?768|}} * Campaign-> Campaign Cdrs, we can see detail call records * Choose the campaign we want to check on the top first {{:en:how-to:campaign_cdr.jpg?768|}} ====== Agent Interface ====== * Set an account of monitor and sign in before hand {{:en:how-to:portal_check_in.jpg?768|}} * As monitor, he has the supervisory control on predialer * When choose a operator service, the customer will be transferred to this group. Any agent who has signed in and is online will be rung and popped up. {{:en:how-to:portal_dialer_popup.jpg?768|}}