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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 - agent portal - config email server - config fax ====== 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_at_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_first_campaign.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?768|}} * 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. * In this case, agent would not receive calls from the queue, so we don't need to change anything {{:en:how-to:queues_campaign_detail.jpg?768|}} ====== Creating a Campaign ====== * click Campaign -> Campaigns, open the campaign management page, click [Add] for adding a new campaign * Agent Group：select the agent group "Campaign" which we just created * Agent Obtain: if agent could get customers information from the customer package of the campaign * Each Fetch：when Agent Obtain is "yes", we could use this number to set how many records agent could get each time * Agent Max. Own：the max. records agent could get each day * Customer Package: the target of the campaign, if you dont select one when you add a campaign, system will create an empty one for you. {{:en:how-to:campaign_add_sales.jpg?768|}} * click Campaign -> Customer Packages, you can see the customer package created by system for this campaign * a customer package will store the customer information which is waiting for dialing in the campaign. {{:en:how-to:customer_packages_detail.jpg?768|}} ====== Config a Email Server ====== <note tip>if you dont need send email in the campaign, you dont need a email server, just skip this section</note> * 左侧菜单点击 群发信息管理 -> 邮件服务器，点击添加，设置一个smtp服务器 * 对于坐席使用的邮件发送服务器，需要选择团队 * 点击测试可以在页面上测试是否可以成功连接服务器 {{:en:how-to:message_smtp_add.jpg?768|}} ====== 配置邮件模版 ====== 我们为该任务配置一个邮件，坐席在外呼过程中可以选择将次邮件发送给客户 * 左侧菜单点击 群发信息管理 -> 信息模版管理，点击添加 * "对象类型" 选择 "外呼任务" * "对象名" 选择 "电话约访" 表示该模版用于该任务 * "坐席选择" 选择 "是" 表示坐席在进行该任务时，可以选择使用该模版 * "修改" 选择 "是" 表示坐席在发送邮件时可以对邮件内容进行修改 {{:en:how-to:message_template_add.jpg?768|}} ====== 建立呼叫结果库 ====== 在外呼过程中，我们可以定义一系列的呼叫结果代码，用于快速的将号码和客户反应分类 * 左侧菜单点击 外呼营销中心→呼叫结果管理，点击 [添加] 按钮，建立一个新的呼叫结果编码 * 呼叫结果的范围可以是全局或者仅限于某个团队使用 * 也可以进给某一个或者几个外呼计划使用 * 呼叫结果分为应答和未应答两类，系统将根据外呼的实际情况，自动切换 {{:en:how-to:campaign_result_add.jpg?768|}} {{:en:how-to:campaign_result_add_1.jpg?768|}} {{:en:how-to:campaign_result_list.jpg?768|}} ====== 配置字典 ====== 为了统一数据格式，系统支持字典匹配，我们以性别为例，配置一下字典 * 左侧菜单点击 呼叫中心高级管理 → 导入数据匹配，点击添加，我们已知在个人客户包中 男性用male表示，女性用female表示 * 增加 male <- boy 条目 * 增加 female <- girl 条目 {{:en:how-to:import_dict.jpg?768|}} ====== 导入数据 ====== * 左侧菜单点击 呼叫中心高级管理 → 数据导入 * 点击上传需要导入的文件 * 在下拉菜单中选择我们刚刚建立的"电话约访"客户包 * 在每一列待导入数据的下面选择要导入到哪个字段 * 在每一列的选择框中选择是否允许坐席查看，是否允许坐席编辑，是否将导入预拨号列表，以及是否匹配字典 * 对于"性别"栏，注意选择"匹配字典" * 去掉前1行可以略掉表头 * 忽略不匹配警告 {{:en:how-to:import_campaign.jpg?768|}} * 左侧菜单点击 呼叫中心高级管理 -> 导入计划管理 * 计划一般会在2分钟内执行完毕，请耐心等待 {{:en:how-to:import_job_campaign.jpg?768|}} * 返回 外呼营销中心 -> 客户集合包管理，双击打开"电话约访"，点击 [修改包内客户] 可以看到导入的数据 * 点击[添加] 可以从客户主库中向该客户包导入数据 * 双击客户资料可以进入编辑页面 {{:en:how-to:customer_packages_detail_1.jpg?768|}} {{:en:how-to:customer_packages_detail_2.jpg?768|}} ====== 坐席界面 ====== 现在退出系统，使用一个配置了坐席的账户登录 * 登录后界面如下 {{:en:how-to:portal_check_in_campaign.jpg?768|}} * 点击下方"dialoutinterface"标签，进入外呼营销任务模块 {{:en:how-to:dialoutinterface_campaign.jpg?768|}} * 在左侧我们可以看到之前添加的 "电话约访" 任务，点击该任务 * 由于我们没有为坐席分配客户，但启用了"允许坐席获取数据"，因此可以点击 [获取客户按钮] 获取数据 {{:en:how-to:dialoutinterface_campaign_1.jpg?768|}} * 因为未分配的客户只有两条，因此该坐席只获取到了两个客户 {{:en:how-to:dialoutinterface_campaign_2.jpg?768|}} * 双击客户可以打开客户资料 {{:en:how-to:dialoutinterface_campaign_3.jpg?768|}} * 尝试点击号码后面的呼叫按钮，系统提示需要签入 {{:en:how-to:dialoutinterface_campaign_4.jpg?768|}} * 点击上访工具栏的第一个图标，可以选择要签入的坐席组 {{:en:how-to:dialoutinterface_campaign_5.jpg?768|}} * 再次呼叫，坐席电话将振铃 {{:en:how-to:dialoutinterface_campaign_6.jpg?768|}} * 坐席电话接听后，系统将拨打客户号码 * 浏览器标题栏可以看到当前拨号状态 {{:en:how-to:dialoutinterface_campaign_7.jpg?768|}} * 当选择继续跟踪时，系统将提示输入回访时间和优先级 {{:en:how-to:dialoutinterface_campaign_8.jpg?768|}} * 切换标签，可以看到当前任务下不同分类客户的完成情况 {{:en:how-to:dialoutinterface_campaign_9.jpg?768|}} {{:en:how-to:campaign_customer_email.jpg?768|}} {{:en:how-to:campaign_customer_email_send.jpg?768|}}