Introduciendo Wombat 2.0`

Presented by:
Presented by:
F
Francesco
rancesco P
Prior
rior
Regional Account Latin America
Regional Account Latin America
francesco.prior@loway.ch
francesco.prior@loway.ch
Introducing
Introducing
WombatDialer 20.02
WombatDialer 20.02
WombatDialer: characteristics and features

Agenda
Agenda
●
I
Introducing WombatDialer
ntroducing WombatDialer
●
What is WombatDialer?
●
Why was WombatDialer created?
Why was WombatDialer created?
●
How does it work?
How does it work?
●
W
What are the main components?
hat are the main components?
●
W
What to do with it:
hat to do with it:
●
Some common & less common usage examples
Some common & less common usage examples
●
The benefits for you
The benefits for you
●
H
How to try WombatDialer
ow to try WombatDialer
©
© L
Loway 2022
oway 2022 wombatdialer.com
wombatdialer.com

Who we are
Who we are
S
Since 2004, Loway is leading the way in development of advanced software
ince 2004, Loway is leading the way in development of advanced software
solutions for the Asterisk® PBX.
solutions for the Asterisk® PBX.
W
With QueueMetrics we set up modern standards for call center performance
ith QueueMetrics we set up modern standards for call center performance
measurement.
measurement.
O
Our Mission is to put Swiss passion for precision and reliability at customers'
ur Mission is to put Swiss passion for precision and reliability at customers'
service.
service.
T
Together with Loway, you can provide your clients with the most reliable,
ogether with Loway, you can provide your clients with the most reliable,
flexible, and sophisticated call-center management solutions available today.
flexible, and sophisticated call-center management solutions available today.
©
© L
Loway 2022
wombatdialer.com

PBX GUI
PBX GUI
PBX GUI
PBX GUI
Asterisk
Asterisk
Asterisk
Asterisk
Telco
Telco
Telco
Telco
Wombat
Dialer
Wombat
Dialer
W
WombatDialer is an
ombatDialer is an predictive dialer solution
predictive dialer solution for the Asterisk PBX.
for the Asterisk PBX.
Shares your existing PBX infrastructure (same Asterisk)
Shares your existing PBX infrastructure (same Asterisk)
●
Minimum impact
Minimum impact
●
Multiple dialing modes
Multiple dialing modes
●
Message broadcasts
Message broadcasts
●
Direct dialing on queues
Direct dialing on queues
●
Reverse dialing on queues
Reverse dialing on queues
●
Preview dialing on queues
Preview dialing on queues
●
Declarative configuration: say
Declarative configuration: say what
what you want, WombatDialer
you want, WombatDialer
takes care of
takes care of how
how it's done.
it's done.
©
© L
Loway 2022
wombatdialer.com

Why was Wombat created?
Why was Wombat created?
A
Asterisk is a
sterisk is a very powerful system
very powerful system:
:
●
Offers extensive inbound capabilities
Offers extensive inbound capabilities
●
Convenient GUI and third-party integration (phones, desktop, etc)
Convenient GUI and third-party integration (phones, desktop, etc)
●
Very flexible and easy to program for inboud call handling
Very flexible and easy to program for inboud call handling
●
Extensive tracking of agent presence (queues and pauses)
Extensive tracking of agent presence (queues and pauses)
B
But it is hard to create
ut it is hard to create outbound
outbound scenarios:
scenarios:
●
Control happens at the single call level
Control happens at the single call level
●
Events happen in the future
Events happen in the future
●
Multiple events happen in parallel
Multiple events happen in parallel
●
Must react to the call flow and reschedule other calls
Must react to the call flow and reschedule other calls
●
Keep track of what happened
Keep track of what happened
●
Scaling out: running campaigns on multiple systems
Scaling out: running campaigns on multiple systems
©
© L
Loway 2022
wombatdialer.com

Best of both worlds
Best of both worlds
Wombat
Wombat
Dialer
Dialer
Wombat
Wombat
Dialer
Dialer
Asterisk
Asterisk
Dialplan
Dialplan
Asterisk
Asterisk
Dialplan
Dialplan
Calls
Calls
Calls
Calls
Recalls
Recalls
Recalls
Recalls
HTTP API
HTTP API
HTTP API
HTTP API
Notifications
Notifications
Notifications
Notifications
Telco
Telco
Telco
Telco
GUI
GUI
GUI
GUI
Call information and
Call information and
attributes
attributes
Call status and new
Call status and new
attributes
attributes
Asterisk
Asterisk
Queues
Queues
Asterisk
Asterisk
Queues
Queues
Agent presence
Agent presence
W
Wombat drives calls on Asterisk, feeding all relevant information (number to dial and
ombat drives calls on Asterisk, feeding all relevant information (number to dial and
attributes).
attributes).
Asterisk runs the call and the relevant logic (e.g. synthesizes custom messages, used different
Asterisk runs the call and the relevant logic (e.g. synthesizes custom messages, used different
telco gateways, etc).
telco gateways, etc).
●
You program massive outbound campaigns as if they were one single inbound call.
You program massive outbound campaigns as if they were one single inbound call.
As a call progresses, Wombat receives feedback and decides what to do next.
As a call progresses, Wombat receives feedback and decides what to do next.
Wombat exchanges data through HTTP and can feed live notifications to external systems.
Wombat exchanges data through HTTP and can feed live notifications to external systems.
©
© L
Loway 2022
wombatdialer.com

Separation of concerns
Separation of concerns
E
Each component does what it does best:
ach component does what it does best:
●
Asterisk
Asterisk...
...
●
Handles calls!
Handles calls!
●
Shares the traffic between your existing PBX and WombatDialer
Shares the traffic between your existing PBX and WombatDialer
●
Lets you run inbound and outbound in parallel
Lets you run inbound and outbound in parallel
●
WombatDialer
WombatDialer….
….
●
Orchestrates and runs multiple campaigns
Orchestrates and runs multiple campaigns
●
Keeps track of results
Keeps track of results
●
Drives multiple Asterisk servers
Drives multiple Asterisk servers
●
Integrates with external systems via API
Integrates with external systems via API
PBX GUI
PBX GUI
PBX GUI
PBX GUI
Asterisk
Asterisk
Asterisk
Asterisk
Wombat
Wombat
Dialer
Dialer
Wombat
Wombat
Dialer
Dialer
©
© L
Loway 2017
wombatdialer.com

Components
Components
©
© L
Loway 2022
wombatdialer.com
The main components of WombatDialer:
The main components of WombatDialer:
●
The GUI
The GUI
●
Campaigns
Campaigns
●
Trunks & End-points
Trunks & End-points
●
Call lists
Call lists
Running in practice
Running in practice
●
The Live page
The Live page
●
Reporting
Reporting

The GUI
The GUI
●
All web-based application
All web-based application
●
Only requires an AMI conection to the PBX
Only requires an AMI conection to the PBX
●
English, Deutsch, Spanish, Greek, Russian, Italian,
English, Deutsch, Spanish, Greek, Russian, Italian,
Portugues and more
Portugues and more
●
More locales coming soon…
More locales coming soon….
©
© L
Loway 2022
wombatdialer.com

Campaigns - 1/2
Campaigns - 1/2
©
© L
Loway 2022
wombatdialer.com
Campaign 1
Campaign 1
Campaign 1
Campaign 1 HTTP API
HTTP API
HTTP API
HTTP API
Trunk A:
Trunk A:
10 channels
10 channels
Trunk A:
Trunk A:
10 channels
10 channels
Trunk B:
Trunk B:
20 channels
20 channels
Trunk B:
Trunk B:
20 channels
20 channels
Trunk C:
Trunk C:
5 channels
5 channels
Trunk C:
Trunk C:
5 channels
5 channels
Campaign 2
Campaign 2
Campaign 2
Campaign 2
EP: message
EP: message
EP: message
EP: message
EP: Queue
EP: Queue
EP: Queue
EP: Queue
EP: Queue
EP: Queue
EP: Queue
EP: Queue
List Y
List Y
List Y
List Y
List X
List X
List X
List X Recalls
Recalls
Recalls
Recalls
WombatDialer runs multiple campaigns at once.
WombatDialer runs multiple campaigns at once.
Campaigns share a pool of common resources.
Campaigns share a pool of common resources.
Campaigns react to what is happening in real-time and
Campaigns react to what is happening in real-time and
adapt their behavior.
adapt their behavior.

Campaigns - 2/2
Campaigns - 2/2
Campaign behavior can be further refined:
Campaign behavior can be further refined:
●
Reschedule rules….
Reschedule rules….
● What happens if we get a busy?
● What happens if user presses 1?
●
Opening hours
Opening hours
● Control activation by date, day of week and hour
●
Disposition rules: when a call is complete...
Disposition rules: when a call is complete...
● HTTP or E-mail notification
● Add number to a list
● Add number to blacklist
●
Decide AMD / FAX detection policies
Decide AMD / FAX detection policies
●
A campaign can run to termination or remain idle
A campaign can run to termination or remain idle
● Can send e-mail statistics on termination
©
© L
Loway 2022
wombatdialer.com

Trunks & End-points
Trunks & End-points
©
© L
Loway 2022
wombatdialer.com
Trunks define logical
Trunks define logical
pools of outbound lines
pools of outbound lines
●
Can have many
Can have many
●
Campaigns can use many at
Campaigns can use many at
once
once
●
Flexible allocation of
Flexible allocation of
resources
resources
End-points define what happens on connection
End-points define what happens on connection
●
Plain
Plain
●
A phone extension
A phone extension
●
A piece of dial-plan (e.g. voice synthesis)
A piece of dial-plan (e.g. voice synthesis)
●
Queue-based
Queue-based
●
Normal
Normal: routes a call to a queue
: routes a call to a queue
●
Reverse
Reverse: automatically calls agent then places
: automatically calls agent then places
the call
the call
●
Preview
Preview: agents preview and approve the
: agents preview and approve the
number to be dialled
number to be dialled
●
All queue end-points
All queue end-points
– Share Asterisk presence: agents idle, busy
Share Asterisk presence: agents idle, busy
or paused.
or paused.
– Allow for overdialing.
Allow for overdialing.
All end-points...
All end-points...
●
Make decisions based on call attributes
Make decisions based on call attributes
●
Report results back to Wombat.
Report results back to Wombat.

Lists
Lists
©
© L
Loway 2022
wombatdialer.com
A collection of numbers to be called and related information.
A collection of numbers to be called and related information.
●
For input and output:
For input and output:
● Information is sent to the PBX
● Results obtained from the PBX are added to the list
●
Can act as black-lists
Can act as black-lists
● Blacklists can be maintained automatically
● Can be absolute (never call again) or dynamic (never call until
date)
●
Data import and export
Data import and export
● CVS through the GUI (drag & drop)
● HTTP bulk loading
● One number at a time (with exact schedule)
●
Try multiple numbers per callee
Try multiple numbers per callee

Running a campaign
Running a campaign
©
© L
Loway 2022
wombatdialer.com
View what is going on:
View what is going on:
● See live statistics (numbers called, expected
termination, completion rates…)
● Start, pause, stop and delete runs
Dynamic control of runs:
Dynamic control of runs:
● Add/remove lists on running campaigns
●

Reporting
Reporting
©
© L
Loway 2022
wombatdialer.com
Statistics – at last!
Statistics – at last!
●
Report on total resource usage
Report on total resource usage
● Attempts made
● Conversation time
● Wait time
● Call closure reasons
● Completion states
●
Export and create new lists
Export and create new lists
●
See call details
See call details

APIs
APIs
©
© L
Loway 2022
wombatdialer.com
●
Easy to use HTTP / JSON API
Easy to use HTTP / JSON API
● Edit any object within WombatDialer as
you can from the GUI
● Provision and configure systems remotely
● Start and stop the dialer
● Inspect dialer status and Live results
● Run call reporting functions (accounting)
● Export results and call sets
● Feed new calls
● Get immediate reports as calls are placed
●
Asterisk dialplan API
Asterisk dialplan API
●
Update states and extended states for calls
Update states and extended states for calls
●
Set attributes (reverse IVRs)
Set attributes (reverse IVRs)

Usage examples
Usage examples
A
As Wombat is built out of
s Wombat is built out of multiple independent subsystems
multiple independent subsystems, and it
, and it
leverages the existing capabilities of your PBX, you can build many
leverages the existing capabilities of your PBX, you can build many
different scenarios:
different scenarios:
● Telecasting: sending a message to a set of recipients
● „Classic“ outbound dialing, based on agents
● Run blended inbound-outbound call centers
● Our QueueMetrics call center suite offers a powerful unified
monitoring and reporting GUI
● Queue recalls: store the number of callers during peak times and
recall them later, increase SLA
● Synthesize custom messages („Your car is ready for pickup at box
7“)
● Run appointment reminders, debt collection, etc. with optional
human intervention; Run reverse IVRs for data collection (e.g.
quality surveys, polls)
Mix and match features to
Mix and match features to create your own solution
create your own solution.
.
©
© L
Loway 2022
wombatdialer.com

Examples: Blended
Examples: Blended
©
© L
Loway 2022
wombatdialer.com
A „staple“ of the Call-Centre industry.
A „staple“ of the Call-Centre industry.
● Priority for inbound traffic (you cannot control it!)
● WombatDialer does outbound when agents are idle
● Queues can be shared
● Extensive reporting and agent page through
QueueMetrics
● Build solutions that are affordable and full featured
even for small-scale operations (5+ agents)

Examples: call-backs
Examples: call-backs
©
© L
Loway 2022
wombatdialer.com
A better blended model:
A better blended model:
● At peak times, offer callers the option to be called back
● They don't have to wait
● You get better QoS and wait times
● Easy to implement
● Send numbers to WombatDialer via HTTP
● Will start calling out of your idle agent pool
● While you are there, why not implementing click-to-
recall from your website?

Proactive Customer Care
Proactive Customer Care
©
© L
Loway 2022
wombatdialer.com
Classic call-center technology separates inbound, (human)
Classic call-center technology separates inbound, (human)
outbound and telecasting.
outbound and telecasting.
With WombatDialer, this distinction is blurred:
● Schedule calls at the time you need
● Synthesize customized voice messages
● Get callee responses out of IVRs
● ...or talk to a live person
Can be done on a small scale:
● Appointment reminders and confirmation (doctors,
dentists...)
● Credit collection
● Products ready for delivery

(Very) Large scale systems
(Very) Large scale systems
● Divide-and-conquer approach
● Use remote, on-demand server provisioning (AWS)
● Run multiple WombatDialer clusters, feeding data and getting
final results via API
● Can reasonably run ~2000 channels per WombatDialer instance
and ~200-400 channels per Asterisk server
● Can grow to an order of magnitude of 10,000 concurrent channels!
Controlling &
Controlling &
Provisioning
Provisioning
Controlling &
Controlling &
Provisioning
Provisioning
Wombat
Wombat
Dialer
Dialer
~2k ch.
~2k ch.
Wombat
Wombat
Dialer
Dialer
~2k ch.
~2k ch. Asterisk
Asterisk
~250 ch
~250 ch
Asterisk
Asterisk
~250 ch
~250 ch
PSTN
PSTN
PSTN
PSTN
Wombat
Wombat
Dialer
Dialer
~2k ch.
~2k ch.
Wombat
Wombat
Dialer
Dialer
~2k ch.
~2k ch. Asterisk
Asterisk
~250 ch
~250 ch
Asterisk
Asterisk
~250 ch
~250 ch
©
© L
Loway 2022
wombatdialer.com

A complete solution
A complete solution
W
WombatDialer integrates and complements our
ombatDialer integrates and complements our
QueueMetrics Call-Center suite
QueueMetrics Call-Center suite.
.
Q
QueueMetrics offers…
ueueMetrics offers…
●
Powerful live monitoring, with
Powerful live monitoring, with
agent management
agent management
●
An easy to use agent panel with
An easy to use agent panel with
integrated WebRTC softphone
integrated WebRTC softphone
●
Extensive history reports with
Extensive history reports with
access to audio recordings
access to audio recordings
●
Quality Assessment features
Quality Assessment features
●
Can scale from very small to very
Can scale from very small to very
large call-centers (1000+ live
large call-centers (1000+ live
agents)
agents)
©
© L
Loway 2022
wombatdialer.com

Your benefits
Your benefits
W
What are the benefits for you?
hat are the benefits for you?
●
Create custom scenarios that match your clients' needs
Create custom scenarios that match your clients' needs
●
No wasted calls
No wasted calls
●
Easier lead management
Easier lead management
●
Make agents more productive
Make agents more productive
●
Improve agents' morale
Improve agents' morale
●
Offer high level of service – professional brand image
Offer high level of service – professional brand image
●
Increase outbound sales
Increase outbound sales
●
Keep data fresh
Keep data fresh
Freedom to
Freedom to create and build
create and build using best-of-breed tools.
using best-of-breed tools.
©
© L
Loway 2022
wombatdialer.com

Try it now
Try it now
Y
You can test-drive WombatDialer now, with no risk and
ou can test-drive WombatDialer now, with no risk and
no strings attached.
no strings attached.
●
Get a 30-day fully functional demo key!
Get a 30-day fully functional demo key!
©
© L
Loway 2022
wombatdialer.com

Do you want more ?
Do you want more ?
B
Be a WombatDialer Certified Expert
e a WombatDialer Certified Expert
©
© L
Loway 2022
wombatdialer.com
https://www.wombatdialer.com/training.jsp

Thank you for attending!
W
WombatDialer
ombatDialer www.wombatdialer.com
L
Loway
oway www.loway.ch
©
© L
Loway 2022
wombatdialer.com

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© L
Loway 2022
wombatdialer.com

Introduciendo Wombat 2.0`

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