asterCC, hosted call center solution based asterisk en:faq

en:faq:how_to_add_edit_memo_of_field_parameter

2017-12-12T03:05:41+00:00

====== How to Add/Edit Memo of Field Parameter ====== We can add/edit the memo of field parameters by myself. eg：We can refer memo of field via clicking the icon {{:zh:常见问题及解答:注解按钮01.png?20|}} on the left of it named "Name". {{:en:faq:add_annotation01.png?750|}} ===== The Directory of Memo Files ===== The files are under /var/www/html/asterCC/app/webroot/docs，you can find the page when enter the corresponding language directory：eg [User]->[Teams] {{:en:faq:annotation_of…

en:faq:how_to_add_g729_codec_support

2017-12-12T03:05:41+00:00

====== add g729 codec support ====== 1. download the codec so file based your CPU, the linux command is for 32bit linux


wget http://asterisk.hosting.lv/bin162/codec_g729-ast16-icc-glibc-pentium4.so

for 64bit linux


http://asterisk.hosting.lv/bin162/codec_g729-ast16-icc-glibc-x86_64-pentium4.so

2. copy the .so file to asterisk lib folder for 32bit linux


mv ./codec_g729-ast16-icc-glibc-pentium4.so /usr/lib/asterisk/modules/

for 64bit linux


mv .…



en:faq:how_to_assign_the_trunk_to_a_campaign
2017-12-12T03:05:41+00:00
====== How to Assign the Trunk to Campaign ======

Trunk is a route connecting the local telephone network and other telephone network(mainly the traditionl PSTN network or other IP PBX system).

===== Set the Trunk in Team =====

If the team has one trunk only,you just need change it in teams,as follows：

{{:en:faq:assign_trunk_to_campaign01.png?750|}}


===== Set the Trunk in Account Groups =====

The campaign need bind to a agent group,at the same time,agent has one acc…


en:faq:how_to_cancel_the_ip_accesslimit
2017-12-12T03:05:40+00:00
====== How to Cancel the IP AccessLimit ======

The purpose of IP AccessLimit is to specify which IP can be allowed to log in this system.If you set "192.168.1.175" to AccessLimit only，you should write it as:192.168.1.175-175.

===== Modify the Setting in Astercc System =====

Click [System]->[Settings]->[ADVANCED SETTINGS SYSTEM]，you can cancel the limit of IP segment via double-click it，as shown below：

{{:en:faq:cancel_ip_accesslimit01.png?750|}}

 It means that access of IP is not …


en:faq:how_to_change_the_asterisk_version_in_astercc
2017-12-12T03:05:41+00:00
===== How to change the asterisk version with astercc =====
Sometimes when you get issue with one asterisk version, you can try to change astercc with another asterisk version
then here's what you can do


  * remove old modules
    * mv /usr/lib/asterisk/modules/ /usr/lib/asterisk/modules/.bak
  * install the new asterisk version (usually compile from the source code)
  * update /etc/asterisk/modules.conf
  * restart asterisk
  * restart asterccd

if you upgraded from 1.2.2 to 2.0-bet…


en:faq:how_to_choose_dial_method_in_campaign
2017-12-12T03:05:41+00:00
====== How to choose dial method in campaign ======

asterCC provides several dial methods in a campaign, here we list how they work and what scenario they could be used in

|              ^ Direct Dial            ^ Click to call          ^ preview dial ^ auto dialing ^ predictive dialer ^
| Method     | Dial out via phone | Click the icon next to phone number | Open a customer in the mean time system dial | Click auto-dial button, system open customer one by one and dial | In dialer page, start…


en:faq:how_to_choose_dtmf_mode
2017-12-12T03:05:41+00:00
====== How to choose dtmf mode ======
===== What is DTMF =====
DTMF (dual tone multi frequency) is the signal to the phone company that you generate when you press an ordinary telephone's touch keys. 
===== What's DTMF for =====
Without correct DTMF, a IVR could not understand what's customer input.
===== Set DTMF =====
Usually we just need to make sure it's using correct dtmfmode in the trunk. The option is 

dtmfmode=
the options are
  * auto
  * inband
  * info
  * rfc2833

For example
…


en:faq:how_to_choose_hardware_for_your_call_center
2017-12-12T03:05:40+00:00
====== How to choose hardware for your call center ======

When you choose hardware for asterCC Commercial Call Center system, you need consider the following facts
  * Concurrent Calls
  * Concurrent Agents (login via browser or login via phone)
  * Modules
  * Trunk and codec
  * Customer package scale
  * Reliability

For a bigger system, you can use several servers for different work load, system are made up with three parts
  * PBX  -- require hard disk I/O(with recording)
  * Mysql Databas…


en:faq:how_to_configure_multiple_servers
2017-12-12T03:05:41+00:00
====== How to configure multiple servers for asterCC system ======

===== Servers =====

  * CTI(Asterisk)、Nginx：192.168.1.62  (External IP：110.249.148.246)
  * MySQL：192.168.1.60
  * PHP server 1：192.168.1.61
  * PHP server 2：192.168.1.70

 Before you start to config, please make sure all servers have same astercc version and modules

1.Backup database on your CTI server. 
 mysqldump -uroot -pyour_password astercc10 > astercc_backup.sql 

Copy the sql file to your MySQ…


en:faq:how_to_control_concurrent_calls_in_predictive_dialer
2017-12-12T03:05:40+00:00
====== How to Control Concurrent Calls in Predictive Dialer ======

===== The Trunk Provider =====

Above all，we should recognize the maximum volume of trunk that bought from provider。


===== System =====

Open the left management list，click [Realtime]->[System Messages]，you can see the "Max. Dialer Concurrent Calls" on the message page of whole system，as follows：

{{:en:faq:dialer_concurrent_calls_system.png?750|}}


===== Teams =====

Open the management list on the left，click [Dialer]->[Dial…


en:faq:how_to_edit_smtpserver_to_send_voicemail
2017-12-12T03:05:41+00:00
======How to edit the SMTP Server to send voicemail======

How the system choose the SMTP Server to send the email?

1.Accordding to the voicemail owner's team,search whether there is a SMTP server of this team.If it exists,then use it to send the email.

2.If no SMTP Server on Step 1,then use the default SMTP server which do not belong to any team.

3.If no SMTP Server on Step 1, Step 2 , stop send the voicemail

Now,we known the rule which how to choose the SMTP Server,then we can edit the sat…


en:faq:how_to_enable_google_map
2017-12-12T03:05:40+00:00
====== Enable the Google Map in asterCC======

==== Setting ====
On the setting page,you can find the google map under the `system setting` tag

{{:en:faq:google_map.jpg?700|}}

  *If enable the Google map,set it to yes

  *If disable the Google map,set it to no 

If the system can not connect to the internet,please do not enable the Google map.It will cause the agent portal page load slowly

{{:en:faq:google_map_load_failed.jpg|}}

As above,the purpose may be:

  * System…


en:faq:how_to_implement_after_call_survey_for_agent
2017-12-12T03:05:40+00:00
====== How to Implement After Call Survey for Agent ======

 In asterCC system,there is a default IVR of after call survey for agent,but that's a Chinese version,so we should create a new one to implement the survey function. 

{{:en:faq:default_after_call_ivr.png?750|}}


===== Upload Announcements =====

We need upload the announcements which will be used in IVR after hung up,for example:"Please make an evaluation for the service...." "Welcome to call us anytime..." and so on.…


en:faq:how_to_migrate_astercc_system
2017-12-12T03:05:41+00:00
====== How to Migrate AsterCC System ======

===== First:Install AsterCC on New Server =====

Refer to： [[en:download_and_install:installation|AsterCC Installation]]

 Note：The **version** and **modules** of new AsterCC must be exactly same as the old one，so you should install the modules correspondingly after installed the system. 

===== Second:Obtain New Authorization =====

On the new server，execute command below，then download the identity via clicking "Download Identity" button…


en:faq:how_to_reset_admin_password
2017-12-12T03:05:41+00:00
====== How to reset admin password ======
When we lost password for a user, we can login as admin or teamadmin to reset their password, but when we lost password for admin, we have to reset this in mysql database. You need to know mysql root password, if you don't, try check /etc/astercc.conf

[root@astercc_cn ~]# head /etc/astercc.conf
[database]

dbtype = mysql
dbhost = 127.0.0.1
dbname = astercc10
dbport = 3306
username = root
password = passw0rd
prefix = cc10_


your mysql root …


en:faq:how_to_restore_system_from_a_backup_file
2017-12-12T03:05:41+00:00
====== How to Restore System from a Backup File ======

===== Install a Same Version Astercc =====

For details：[[en:download_and_install:installation|asterCC Installation]]

===== Upload the Backup File to the New Server =====

For details：[[en:use_case:how_to_perform_system_backup|How to perform asterCC system backup]]


===== Untar the Backup File =====

First，you should enter the directory of the backup files that download via "wget" command，then execute commands following：

 tar -xzvf…


en:faq:how_to_setup_recording
2017-12-12T03:05:40+00:00
====== How to Setup Recording ======


 Recording can be sited in four places，there are Teams、Users、Agents and Devices 

===== Agents' calls recording =====
  * Agents' calls means the conversation started or accepted by agents.In asterCC，all of agent's calls could be monitor force automatically，needn't to site manually. 

===== Devices' calls recording =====
  * Devices' Recording
    * We can site the devices recording function "Enable" or "Disable"

{{:en:faq:devices_re…


en:faq:how_to_upgrade_system
2017-12-12T03:05:41+00:00
====== How to upgrade system ======
  * When there's a new version available, you can find the information in System Modules

{{:en:faq:system_modules.png?768|}}
  * Download the upgrade package, for core upgrade, usually it is very big, not easy to upload via GUI, you can download to your local computer and then upload to server via FTP or SFTP, or you can ssh to the server and download to astercc directly
    * For example, the link to download is http://download1.astercc.org/packages/core/cor…


en:faq:how_to_use_a_specific_trunk_for_outbound_calls
2017-12-12T03:05:41+00:00
====== How to configure to use a specific trunk for special numbers ======

===== Config a trunk group =====
  * put all trunks you want to use into one group
  * read [[:en:module_manual:advanced:trunkgroup]] for more information for trunk group

{{:en:faq:trunk_groups.png?768|}}
===== Config trunk rules =====
  * You can use prefix, length and then select a trunk, in this case, if the dialed number match the rule, it will choose the trunk

You can also change caller id for inbound ca…


en:faq:how_to_use_multiple_servers_for_astercc_system
2017-12-12T03:05:40+00:00
====== How to configure multiple PHP servers for the asterCC system ======

===== System Details =====

  * CTI(Asterisk)、Nginx：192.168.1.62  (Extranet IP：110.249.148.246)
  * MySQL：192.168.1.60
  * PHP1：192.168.1.61
  * PHP2：192.168.1.70

 Note: Before doing the distribution, make sure that the version of asterCC for all servers must be the same, followed by the same module. 

1.Before distributing the system, you need to back up the database on the CTI machine. 
 mysqldump -…


en:faq:how_to_use_script_configure_high_available_and_cluster
2017-12-12T03:05:41+00:00
====== How to Use Script Configure High Available and Cluster ======

 High Available(HA)：There are two servers of asterCC，master server runs all service(PBX,CTI,WEB,DATABASE) via virtual IP，the secondary server that can take over virtual IP from the master，it will work via virtual IP when the master is shutdown according to detecting the master by heartbeat IP。 

===== The Configuration of Master/Slave Server =====

==== Information of Sample ====

**Master Server**：

Service I…


en:faq:the_common_prompt_of_system
2017-12-12T03:05:41+00:00
====== The Common Prompt of System ======


1.The system will prompt that "All relevant data will be deleted, Continue?" when you delete the selected data，as it shown below：

{{:en:faq:01.all_relevant_data_will_be_deleted.png?300|}}

2.The system will prompt that "Deleted Succeed" when you delete the data successfully，as it shown below：

{{:en:faq:1.1deleted_succeed.png?300|}}

3.The system will prompt that "Please select one or more record to delete!" when you don't select no date to delete，as …


en:faq:the_logs_of_system-related_about_astercc
2017-12-12T03:05:41+00:00
====== The Logs of System-Related about AsterCC ======

 ** Log Files **：It is a file or file sets that saved operation for the event records including the kernel，services and system's modules, different log file records different information.For example，some of the default system log file，records some specific modules。

===== Description of log files under /var/log/asterisk directory =====

Firstly，you need to enable logging function of asterisk.remove the note(semicolon) in fr…


en:faq:what_s_the_difference_between_account_agent_and_device
2017-12-12T03:05:41+00:00
====Difference and connection between Account, Agent and Device=====
  * Account: mainly used for management systems, including system admin, team admin and users
    * System admin: to manage the entire system, have full privilage in system.
    * Team admin: to manage a team, have full privilage in a team, including accounts, seating, and PBX and so on.
    * User: the basic unit in astercc, and is charging unit, a user may include zero or more agents and devices. 
  * Device: device can be di…


en:faq:what_s_the_difference_between_astercc_0.x_and_astercc_commercial_version
2017-12-12T03:05:40+00:00
| ^ asterCC 0.X ^ asterCC commercial version ^
^ PBX features | No | Yes |
^ User level | need to have some knowledge of asterisk and linux | by reading the manual, you can use |
^ Billing | billing support by extension, support for hierarchical billing | support billing for extension, trunk, agent |
^ Invoice | None | Support and it can generate invoices and send automatically|
^ Usage | single-user | support multi-user |
^ dialer | need to manually configure | configuration through web interfa…


en:faq:what_s_the_difference_between_checkin_checkout_login_logout
2017-12-12T03:05:41+00:00
* Login: means the agent or the account enter the system with his username password
  * Logoff: means the agent or the account exits the system, this action may be actively log out, is also possible that the system log off the user due to timeout.
  * Checkin: means agents get into the queue and ready to work, so the queue will send calls to him based queue rules
  * Check out: that agents exit from the queue, the queue will not send calls to him any more.

For the agents, in general, when logof…


en:faq:what_s_the_four_rates_under_rate_management_and_how_to_use
2017-12-12T03:05:40+00:00
====The use of astercc rate====
astercc provides a multi-level and flexible billing mechanism for users in system. In addition to billing, via different rate, you can set trunk for different numbers, that is, the system will call different numbers to choose according to match the corresponding outbound trunk.Besides outbound billing, astercc also provides the rates for agent when answer inbound calls.
  * System rates
System rates the system buying rates, this is generally used to bill system ou…