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======Introduction====== Astercc is a contact center system. It provides powerful customer relationship management (CRM) functions, including features that we often use— like inbound / outbound missile screen, call recording, interactive voice menu (IVR), and call queues. Basically, with astercc, you can record every customer call. When calls come in, the customer contact information and historical contact records can appear on the screen. Also, the design of an interactive voice menu (IVR) can provide you with self-service inquiries. In addition, with the use of reporting tools, you can quickly extract key information from thousands of calls. Finally, astercc also offers a variety of practical tools, such as the setting and reminder of tasks, enterprise publicity through phone calls, SMS and email, and map or paths check through Google map. If you already have your own operation system, we can also integrate our system into yours((supports only the structure of Browser/Server)). For example, if you want the customer information to be shown through your system, by using the secondary development interface of astercc, you can easily achieve that. For Internet Service Provider (ISP), astercc is the best choice offered to for you to carry out new businesses. Astercc supports SAAS mode whether functioning as a call center or a private branch exchange (PBX). One system is able to serve multiple customers. For quick information, you can read [[en:astercc call center quick feature list]] Astercc Commercial consists of the following parts: ====Account and Permission System==== It offers features of account authentication and permission control, enabling multiple-level system structure. For each account, different permission control can be set flexibly. ====IP PBX==== IP PBX is a free system offering voice communication functions including routing, billing, recording, IVR and concall. If you purchase astercc commercial, these functions are available for free. All the following function modules are included: * Trunks and trunk groups * to make free international calls to the U.S. through Gtalk * to reduce the expenses of international calls through VoIPStunt * Dial-in and dial-out trunk * the circular use of different trunks * Call service group * Ring group * Billing settings * to configure rate for user & team billing * Account group * to limitation of calling * IVR * to build a voice mark-checking system through astercc * to configure the scoring of agents through webservice * Conference room * to efficiently use the concall system * Bill * to configure the system to send bills every month automatically * Call records and voice recordings * Statistics and reports * Solutions * the telephone network forming of multiple enterprises * concall system operating solution * VoIP telephone operating solution * Successful cases * a company in Dalian lowered its cost by using astercc ====Office applications==== Here is another free module offering daily used applications: * Group sending messages(SMS & email) * to configure the email group sending * to configure the sending interface of SMS * Plans and tasks * to make a working plan and set a mail reminder * Workflow * to configure and use workflow * Knowledge base * Data importing * to import data * The control of call flows with the settings of the platform( click to call, Attended Calls, Transfer, Conference, Hangup, and Multiparty Calls ) * to use these functions on the interface * Solutions * office automation (OA) solution of enterprises ====Contact center==== * the management of agents and agent groups * send call events * to accept an event * reports and statistics * realtime agent statistics * the billing of agents * to bill agents * response the communication request (calls, attended call transfer, and multiparty calls) * to configure the interface to make calls * schedule the agents * score the agents * solutions: * succussful cases: * We have integrated sugarCRM in astercc commercial. * We have integrated vtigerCRM in astercc commercial. ====Business applications==== These applications developed are mainly based on the events and interface the contact center offers. We welcome cooperation from third parties. Your applications through our interface could enrich the current module. The module we provide now includes: * customer service * [[:en:how-to:how to config customer service module for inbound calls]] * [[:en:how-to:how to config E-Commerce for customer service]] * fax * Campaign * to build an outbound call center for a company for sales management * [[:en:how-to:how to config a campaign]] * [[:en:how-to:how to config e-commerce in a campaign]] * [[:en:how-to:how to customize customer information fields and import data]] * [[:en:how-to:how to use filter]] * [[:en:how-to:how to config inbound popup for campaign]] * [[:en:how-to:how to reassign customers and reset customer status]] * predictive dialer * [[:en:how-to:how to build a voice broadcasting to IVR system]] * [[:en:how-to:how to use predictive dialer in a campaign]] * virtual office * [[:en:how-to:how to config a virtual contact center]] * [[:en:real_case_guidance:settingup_astercc_to_receive_inbound_callers_for_virtual_customers]] * [[:en:real_case_guidance:settingup_astercc_to_receive_inbound_calls_which_are_presented_to_different_customer_queues]] * questionnaire survey * [[:en:how-to:how to configure voice survey with predictive dailer ]] * to produce a questionnaire * to make market research by questionnaire with outbound calls * to make market research or to sell through phonecalls * TV shopping * calling card (e.g., over-the-phone interpreting [OPI]) * OPI card * CRM for large enterprises (e.g., e-commerce) * [[Work Order]] * [[:en:how-to:how to use work order in customer service module]] * [[:en:how-to:how to use work order in campaign module]] * [[E-Commerce]] * [[:en:how-to:how to config customer service module for inbound calls]] * [[:en:how-to:how to config e-commerce in a campaign]] ====Call application==== This is aimed at the call flow, allowing self-designed telephones intefrated into the system, such as TTS, STT. Or it can turn on/off the computer, the air conditioner or the heater etc after the phone is got through ( no open interface now). Available applications include: * astcc_queue: for pre-dial and other special adapted traffic distribution ======Regular function description in Call Center====== * [[en:Regular function description in Call Center:Agent Functions]] * [[en:Regular function description in Call Center:Agent Supervisor Functions]] * [[en:Regular function description in Call Center:Realtime Monitor]] * [[en:Regular function description in Call Center:Useful Reports]] * [[en:Regular function description in Call Center:Customization Fields]] * [[en:Regular function description in Call Center:Outbound Functions]] * [[en:Regular function description in Call Center:Auto Dialing]] * [[en:Regular function description in Call Center:Predictive Dialer]] * [[en:Regular function description in Call Center:Import & Export Data]] * [[en:Regular function description in Call Center:Call Recordings]] * [[en:Regular function description in Call Center:Do not call and Black list]] ======Use case====== *For enterprises to establish an inbound customer service call center *For enterprises to establish a call center outside the whirring of sales for the managed *[[:en:Use case:For survey or sales outbound campaign]] *[[:en:Use case:Features codes in call center]] *[[:en:Use case:Billing and Invoice]] *[[:en:Use case:Manage Caller ID]] *[[:en:Use case:Bind Domain and Team]] *[[:en:Use case:How to config inbound route based caller id attribute]] *[[:en:Use case:How to config PBX & Call center for a typical SMB]] *[[:en:Use case:How to config call back in IVR]] *[[:en:Use case:How to config ASR (automatic speech recognition) in IVR]] *Phone Broadcasting System *Provide customers with a virtual call center services *A large call center and then sub-leased to other customers(hosted callcenter) *Already have their own CRM system to integrate with call center systems *Enterprise PBX *The establishment of a centralized PBX system and then provide services for other clients(hosted pbx) *Phone Translation cards *Require billing telephone system *[[:en:Use case:Call webservice in IVR]] *[[:en:Use case:How to use speech recognition in IVR]] *[[:en:Use case:How to config customer Request call back]] *[[:en:Use case:How to perform system backup]] ======Feature====== *[[Browser/Server technology]] *Terminal to support a variety of seating, including soft phone (SIP, IAX), IP phone (SIP), Gateway (SIP, IAX, MGCP), analog and digital voice cards *Multi-party call, and compared to the traditional call center systems support more than three astercc multi-call capability *Shared system, and a system can also provide services for different customers without affecting each other *Bench seating allows the use of a seat in the same situation for different customers using different business processes *Business processes using the framework of the check and call the event through javascript event communications to facilitate integration of third-party system or the secondary development *System provides a variety of interfaces, including click to call, email, SMS, tasks and reminders, and electronic maps google *Powerful survey system *Intelligent Predictive-Dialer *Built-in PBX functionality *Multi-level billing module: includes system rates, the team rates, terminal rates, multi-seat call rates and rates * Multi-language support, not only is the interface to support multiple languages, and all of the IVR systems and voice systems support multiple languages and broadcast regulations in line with the appropriate language and customs * Privilege system: system support for different roles to grant permissions on the operation of different modules ====== Online Demo ====== **Online Demo address: http://demo.astercc.com** * [[:en:Online Demo:online demo]] introduction * [[:en:Online Demo:pre-dial online demo]] ======Download and install====== * [[:en:Download and install:Installation]] * [[:en:download_and_install:upgrade:core-2.0-beta]] ======Newbie====== * [[:en:Newbie:Quick Start]] * [[:en:Newbie:Add a Team]] * [[:en:Newbie:Add Account]] * [[:en:Newbie:Add the extension]] * [[:en:Newbie:Configuration eyeBeam softphone]] * [[:en:Newbie:Configure the X-Lite softphone]] * [[:en:Newbie:Configuration Zoiper softphone]] * [[:en:Newbie:Configure the ring group]] * [[:en:Newbie:Voicemail and call forwarding]] * [[:en:Newbie:Configuring a trunk]] * [[:en:Newbie:Configure incoming and routing]] * [[:en:Newbie:Add an Agent]] * [[:en:Newbie:Add an Agent Group]] * [[:en:Newbie:Set Rates]] * [[:en:Newbie:Quick Add Extensions and Agents in bulk]] * [[:en:How to establish an outbound program]] ======Function====== * Outline * Management Interface * [[:en:Function:Anget work platform]] * [[:en:Function:Queue Panel]] * [[:en:Function:Dial Panel]] * [[:en:Function:Live Calls Panel]] * [[:en:Function:Task Panel]] * [[:en:Function:Map Panel]] * [[:en:Function:Mail & SMS Panel]] * User Management * Team Management * Account Management * Account Group Management * Agent Management * Agent group management * Role management * Privilege Management * PBX Management * Queue Management * Trunk * PBX Template * Device Management * Extension Manager * Blacklist * White List * Ringing group * Ring group extension * Rate Management * MOH(Music On Hold) * Inbound Voice Management * Inbound Route * Outbound routing * IVR * Audio Files * DID Group * DID * CDR(Call Records Detail) * Voice file management * Rate management * [[:en:Function:System rates]] * [[:en:Function:Team rates]] * [[:en:Function:Customer rate]] * [[:en:Function:Agent rates ]] * System log * Agent Accounts Management * Agent Accounting Adjustment * Customer contact history * Logs * Statistics * Business Management * Knowledge Base Categories * Knowledge base * Order Type * Order Management * Call Results Management * Phone Number Category Management * Task Manager * Task category management * Mass Message Sending * Management Information Template * Mass Sending * Messages in queue * Messageds sent * Message Archive * Internal Message * Send internal message * SMTP Server Management * Inbound Management * Inbound Customer Management * Inbound Customer Numbers * Outbound Campaign Management * Working Hours * Hours of work packages * Campaign Management * Outbound customer custom fields * Outbound for Personal Account * Outbound for Business * Outbound Customer Package * Customer data rollback * Outbound Results * Outbound contact Records * CDR of Campaigns * QC Management * Outbound statistics report * Survey * Survey Management * Survey answers Management * System * Online Agent * Online Users * Language Management * Search Fields Management * Import * Settings * System Information * Real-time Queue ======FAQ====== * Outbound application is successful, the show is dialing, no ringing phones, but the soft seating, work platform and no bomb screen. * Three-way calling, the system will automatically hang up. * Why is there This web site needs a different Google Maps API key ... Tips * Why agent phone ring and the screen showing the incoming calls, but no pop screen * The role of management, why not search results? * [[:en:FAQ:What's the four rates under rate management and how to use?]] * [[:en:FAQ:What's the difference between Account, Agent and Device?]] * [[:en:FAQ:What's the difference between Checkin, Checkout, Login, Logout?]] * [[:en:FAQ:What's the difference between astercc 0.X and asterCC commercial version?]] * [[:en:FAQ:How to configure callerid]] * [[:en:FAQ:How to restore system from a backup file]] * [[:en:FAQ:How to add g729 codec support]] * [[:en:FAQ:How to choose hardware for your call center]] * [[:en:FAQ:How to change the asterisk version in astercc]] * [[:en:FAQ:How to change the music when put customer on hold]] * [[:en:FAQ:How to use a specific trunk for outbound calls]] * [[:en:FAQ:How to choose dial method in campaign]] * [[:en:FAQ:How to choose dtmf mode]] * [[:en:FAQ:How to reset admin password]] * [[:en:FAQ:How to upgrade system]] ======Real case guidance====== * When using the fast combination of astercc MX8 Voice Gateway Virtual Call Center * In the same business, call queue settings for different screen business different shells * A telephone survey business using astercc Application * How Nokia comes with SIP phones will be registered as astercc extension * Start a outbound callcenter * Start VoIP business * [[:en:Real case guidance:Step of popup survey in a campaign]] * [[:en:Real case guidance:Settingup Astercc to receive inbound calls which are presented to different customer queues]] * [[:en:Real case guidance:Step of Configuring outbound and inbound of telephone system]] * [[:en:Real case guidance:Settingup Astercc to receive inbound callers for Virtual Customers]] * [[:en:Real case guidance:How-to add language package]] * [[:en:Real case guidance:How-to add sound files]] * [[:en:Real case guidance:How-to config Music On Hold and Coloring Ring Back Tone]] ======Custom Development Guide====== Communicate via javascript, astercc with any browser-based system (B / S structure) is integrated to provide the interface can be divided into * [[:en:Custom Development Guide:how to integrate custom page in astercc]] * [[:en:Custom Development Guide:how to use http_push sample page to receive system events]] * [[:en:Custom Development Guide:how to use JS API sample page]] * [[:en:Custom Development Guide:how to send SMS via a 3rd Party Platform]] * [[:en:Custom Development Guide:how to post customer and call information to specific url in Campaign model]] * Event * Method * [[:en:Custom Development Guide:APIs]] ======Others====== * [[:en:Others:Glossary]] * [[:en:Others:Contact]] * Reference * [[:en:Others:Asterisk Howtos]] ======Change Log====== * [[:en:change_log:astercc-2.4-rc2_changelog]] * [[:en:change_log:astercc-2.4-rc1_changelog]] * [[:en:change_log:astercc-2.3-rc2_changelog]] * [[:en:change_log:astercc-2.3-rc1_changelog]] * [[:en:change_log:astercc-2.2-rc4_changelog]] * [[:en:change_log:astercc-2.2_changelog]] * [[:en:change_log:astercc-2.2-beta_changelog]] * [[:en:change_log:astercc-2.2-alpha_changelog]] * [[:en:change_log:astercc-2.1_changelog]] * [[:en:change_log:astercc-2.0_changelog]] * [[:en:change_log:astercc-2.0-beta_changelog]] * [[:en:change_log:astercc-1.2.2_changelog]] * [[:en:change_log:astercc-1.2.1_changelog]] * [[:en:change_log:astercc-1.2_changelog]] * [[:en:change_log:astercc-1.2_beta_changelog]] * [[:en:change_log:astercc-1.1_changelog]]