The document provides an overview of the Elastix Call Center Addon module. It describes how the module allows for setting up inbound and outbound call campaigns with agents answering calls through a web-based console. The predictive dialer handles automatic call distribution to agents. Key components include the agent console, call management interface, support for the ECCP protocol, and an open-source licensing model.
This presentation depicts how the functioning of emails get unnoticed in our lives. It contains the brief overview of various things related to protocols and servers in the electronic mail's context.
This presentation depicts how the functioning of emails get unnoticed in our lives. It contains the brief overview of various things related to protocols and servers in the electronic mail's context.
J'ai mis en place un serveur de messagerie, HmailServer avec pour client Microsoft Outlook, les envois de mails entre mes clients de messagerie sont effectifs
dachnug49 - panagenda Workshop - 100 new things in Notes, Nomad Web & MarvelC...Christoph Adler
Come join this jam packed workshop covering 100 new things in Notes, Nomad Web & MarvelClient you don't want to miss! Get to know the latest and greatest about Nomad Web 1.0.3/1.0.4, SafeLinx 1.2.1.1, Notes 12.0.1 FP1, and the all new Document Properties Plugin. Take away Client Upgrade Best Practices, best Performance & Stability tips, and how to make your Notes client look all new and shiny. Your hosts will be Christoph Adler and Florian Vogler, who will make sure that you will have a lot of fun and take a ton of knowledge and value along with you! We are very much looking forward to seeing you and frying your brains!
Laravel est un framework open source PHP pour le développement d'applications web. Il offre un ensemble complet d'outils et de fonctionnalités pour aider les développeurs à créer rapidement des applications web de haute qualité.
Laravel est conçu pour être facile à utiliser et à comprendre, même pour les développeurs débutants. Il offre des fonctionnalités telles que des modèles, des contrôleurs, des vues, des migrations de base de données, des tests unitaires, des middlewares, des formulaires et plus encore. Il utilise également les principes de l'architecture MVC (Modèle-Vue-Contrôleur), ce qui permet de séparer les différentes parties de l'application et de faciliter le développement.
Laravel a également une solide documentation et une grande communauté active, ce qui en fait un choix populaire pour les développeurs. Il est souvent utilisé pour créer des sites web, des applications e-commerce, des applications d'entreprise et des API RESTful.
Fiche projet réseau local d'une entreprise moderne Mohamed Boubaya
L’objet de ce projet est de proposer une solution de conception d’un réseau local d’une entreprise moderne.
L’entreprise moderne traite de grandes quantités d'informations aussi nombreuses que variées. Ainsi, elle a besoin de grande capacité de stockage ainsi que d'une puissance de calcul élevée. Les ressources matérielles et logicielles nécessaires n'étant pas à la portée de toutes les entreprises, le Cloud Computing est donc la solution pour résoudre ce genre de problème.
lien téléchargement de projet
:https://www.dropbox.com/sh/oj1mq4vnwgov6kr/AAAWYkamgXMzMa78LV7ZO2Nia?dl=0
J'ai mis en place un serveur de messagerie, HmailServer avec pour client Microsoft Outlook, les envois de mails entre mes clients de messagerie sont effectifs
dachnug49 - panagenda Workshop - 100 new things in Notes, Nomad Web & MarvelC...Christoph Adler
Come join this jam packed workshop covering 100 new things in Notes, Nomad Web & MarvelClient you don't want to miss! Get to know the latest and greatest about Nomad Web 1.0.3/1.0.4, SafeLinx 1.2.1.1, Notes 12.0.1 FP1, and the all new Document Properties Plugin. Take away Client Upgrade Best Practices, best Performance & Stability tips, and how to make your Notes client look all new and shiny. Your hosts will be Christoph Adler and Florian Vogler, who will make sure that you will have a lot of fun and take a ton of knowledge and value along with you! We are very much looking forward to seeing you and frying your brains!
Laravel est un framework open source PHP pour le développement d'applications web. Il offre un ensemble complet d'outils et de fonctionnalités pour aider les développeurs à créer rapidement des applications web de haute qualité.
Laravel est conçu pour être facile à utiliser et à comprendre, même pour les développeurs débutants. Il offre des fonctionnalités telles que des modèles, des contrôleurs, des vues, des migrations de base de données, des tests unitaires, des middlewares, des formulaires et plus encore. Il utilise également les principes de l'architecture MVC (Modèle-Vue-Contrôleur), ce qui permet de séparer les différentes parties de l'application et de faciliter le développement.
Laravel a également une solide documentation et une grande communauté active, ce qui en fait un choix populaire pour les développeurs. Il est souvent utilisé pour créer des sites web, des applications e-commerce, des applications d'entreprise et des API RESTful.
Fiche projet réseau local d'une entreprise moderne Mohamed Boubaya
L’objet de ce projet est de proposer une solution de conception d’un réseau local d’une entreprise moderne.
L’entreprise moderne traite de grandes quantités d'informations aussi nombreuses que variées. Ainsi, elle a besoin de grande capacité de stockage ainsi que d'une puissance de calcul élevée. Les ressources matérielles et logicielles nécessaires n'étant pas à la portée de toutes les entreprises, le Cloud Computing est donc la solution pour résoudre ce genre de problème.
lien téléchargement de projet
:https://www.dropbox.com/sh/oj1mq4vnwgov6kr/AAAWYkamgXMzMa78LV7ZO2Nia?dl=0
SInce 1996 UCC Australia has been importing Major and Minor FMCG brands into Australia, distributing through all major retail groups when product lines fit with their strategy. Want your food products or other hot-sellers on the shelves of Australian retailers? Talk to us.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Bessemer Venture Partners' is proud to share The State of the Cloud for 2017.
As the definitive guide to the biggest trends in the cloud industry, this year’s “State of the Cloud Report” includes:
1. A Look Back at 2016
- 2016 was a marquee year for a number of reasons. First, we all remember the rocky start in February where the Cloud Market dropped 35%
- Subsequently, rebounded back to normal levels and ended the year up +15%.
- The dip in the market had two main outcomes: First, it led to unprecedented amounts of M&A (4x more than any other year and 40% of the total cloud market cap of $300B) – and second, it led to the fewest number of cloud tech IPOs since the financial crisis.
- A combination of these factors has led to the highest quality backlog of private cloud companies in history. The top 100 private Cloud companies alone represent over $100B of private enterprise value.
2. We provide a deeper look into the three top questions every private cloud CEO should be discussing with his/her executive team
- How fast should I be growing?
- How much should I burn?
- How do I scale?
3. Bessemer’s 7 Predictions for 2017
- The year of human assisted AI
- APIs will serve as the backbone for a majority of software infrastructure
- Architect for infinite scale without infinite spend
- Mobile unlocks non-desk worker productivity
- NPS everything
- Diverse teams win
- The screenless software movement
In our web 2.0 world, the business landscape has changed. Consumers refuse to be interrupted anymore - demanding that brands engage with them.
People do business with people they like, know, and trust. By utilizing the social media tools available to all of us, businesses can become human. By creating valuable content and engaging with customers where they are, businesses are creating real relationships, resulting in real trust.
This presentation offers a high-level overview to where we've been, where we are, and we're we are going in social media. It gives simple-to-follow steps to start implementing social media into a business. It's not comprehensive, but can help a business take that first step.
Content developed by Jon Thomas and M80 (m80im.com). Presentation designed by Jon Thomas at Presentation Advisors (www.presentationadvisors.com).
Akhtar Hossain: AWS San Francisco Startup Day, 9/7/17
Architecture: Manual vs Automation:
When to start automating your processes - There is a breaking point for every process where investing the time to automate it will outweigh the time spent manually doing it. Taking on these tasks too early can divert resources where they could be better allocated. We’ll look at how to determine if and when the right time to automate a process is. We’ll cover automation in many forms including building APIs, Chat-ops, Config Management, and even the value of highly customized keyboard shortcuts.
Give your customers a quicker and filtered search results. Help them search product catalogue faster with relevant attributes! Help them get an improved shopping experience! Retain and acquire more customers!
http://bit.ly/1sNdWzi
final Year Projects, Final Year Projects in Chennai, Software Projects, Embedded Projects, Microcontrollers Projects, DSP Projects, VLSI Projects, Matlab Projects, Java Projects, .NET Projects, IEEE Projects, IEEE 2009 Projects, IEEE 2009 Projects, Software, IEEE 2009 Projects, Embedded, Software IEEE 2009 Projects, Embedded IEEE 2009 Projects, Final Year Project Titles, Final Year Project Reports, Final Year Project Review, Robotics Projects, Mechanical Projects, Electrical Projects, Power Electronics Projects, Power System Projects, Model Projects, Java Projects, J2EE Projects, Engineering Projects, Student Projects, Engineering College Projects, MCA Projects, BE Projects, BTech Projects, ME Projects, MTech Projects, Wireless Networks Projects, Network Security Projects, Networking Projects, final year projects, ieee projects, student projects, college projects, ieee projects in chennai, java projects, software ieee projects, embedded ieee projects, "ieee2009projects", "final year projects", "ieee projects", "Engineering Projects", "Final Year Projects in Chennai", "Final year Projects at Chennai", Java Projects, ASP.NET Projects, VB.NET Projects, C# Projects, Visual C++ Projects, Matlab Projects, NS2 Projects, C Projects, Microcontroller Projects, ATMEL Projects, PIC Projects, ARM Projects, DSP Projects, VLSI Projects, FPGA Projects, CPLD Projects, Power Electronics Projects, Electrical Projects, Robotics Projects, Solor Projects, MEMS Projects, J2EE Projects, J2ME Projects, AJAX Projects, Structs Projects, EJB Projects, Real Time Projects, Live Projects, Student Projects, Engineering Projects, MCA Projects, MBA Projects, College Projects, BE Projects, BTech Projects, ME Projects, MTech Projects, M.Sc Projects, Final Year Java Projects, Final Year ASP.NET Projects, Final Year VB.NET Projects, Final Year C# Projects, Final Year Visual C++ Projects, Final Year Matlab Projects, Final Year NS2 Projects, Final Year C Projects, Final Year Microcontroller Projects, Final Year ATMEL Projects, Final Year PIC Projects, Final Year ARM Projects, Final Year DSP Projects, Final Year VLSI Projects, Final Year FPGA Projects, Final Year CPLD Projects, Final Year Power Electronics Projects, Final Year Electrical Projects, Final Year Robotics Projects, Final Year Solor Projects, Final Year MEMS Projects, Final Year J2EE Projects, Final Year J2ME Projects, Final Year AJAX Projects, Final Year Structs Projects, Final Year EJB Projects, Final Year Real Time Projects, Final Year Live Projects, Final Year Student Projects, Final Year Engineering Projects, Final Year MCA Projects, Final Year MBA Projects, Final Year College Projects, Final Year BE Projects, Final Year BTech Projects, Final Year ME Projects, Final Year MTech Projects, Final Year M.Sc Projects, IEEE Java Projects, ASP.NET Projects, VB.NET Projects, C# Projects, Visual C++ Projects, Matlab Projects, NS2 Projects, C Projects, Microcontroller Projects, ATMEL Projects, PIC Projects, ARM Projects, DSP Projects, VLSI Projects, FPGA Projects, CPLD Projects, Power Electronics Projects, Electrical Projects, Robotics Projects, Solor Projects, MEMS Projects, J2EE Projects, J2ME Projects, AJAX Projects, Structs Projects, EJB Projects, Real Time Projects, Live Projects, Student Projects, Engineering Projects, MCA Projects, MBA Projects, College Projects, BE Projects, BTech Projects, ME Projects, MTech Projects, M.Sc Projects, IEEE 2009 Java Projects, IEEE 2009 ASP.NET Projects, IEEE 2009 VB.NET Projects, IEEE 2009 C# Projects, IEEE 2009 Visual C++ Projects, IEEE 2009 Matlab Projects, IEEE 2009 NS2 Projects, IEEE 2009 C Projects, IEEE 2009 Microcontroller Projects, IEEE 2009 ATMEL Projects, IEEE 2009 PIC Projects, IEEE 2009 ARM Projects, IEEE 2009 DSP Projects, IEEE 2009 VLSI Projects, IEEE 2009 FPGA Projects, IEEE 2009 CPLD Projects, IEEE 2009 Power Electronics Projects, IEEE 2009 Electrical Projects, IEEE 2009 Robotics Projects, IEEE 2009 Solor Projects, IEEE 2009 MEMS Projects, IEEE 2009 J2EE P
Hillel Solow's presentation from workshop from the last Serverless warsztatowo! and AWS UG Warsaw meetup.
Hillel Solow, who is CTO and Co-Founder @ Protego Labs. Prior to co-founding Protego, he was CTO in Cisco’s IoT Security Group, where he worked on innovative security solutions for new technology markets. He will cover the topic and conduct the workshop titled Don’t Run with Scissors: Serverless Security Survival Guide.
AWS UG Warsaw https://www.meetup.com/pl-PL/AWSUGPL/
Serverless UG Warsaw https://www.meetup.com/pl-PL/ServerlessUGPL/
Serverless UG Warsaw SlideShare
#ServerlessUserGroupWarsaw #AWSUserGroupWarsaw #workshop
"Don’t Run with Scissors: Serverless Security Survival Guide" | Hillel Solow,...LCloud
Hillel Solow, who is CTO and Co-Founder @ Protego Labs. Prior to co-founding Protego, he was CTO in Cisco’s IoT Security Group, where he worked on innovative security solutions for new technology markets. He covered the topic and conducted the workshop titled Don’t Run with Scissors: Serverless Security Survival Guide on Meetup AWS & Serverless UG Poland in Warsaw
Microservices and Prometheus (Microservices NYC 2016)Brian Brazil
If you'd like to learn more about Prometheus, contact us at prometheus@robustperception.io or follow us on twitter at https://twitter.com/RobustPerceiver
Prometheus is a next-generation monitoring system designed for microservices. This talk will look at what's the best way to monitor your microservices, which metrics you should care about, how to have useful alerts and how Prometheus empowers you to do things the right way.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
2. Call Center Addon(1)
§ This software is designed to make campaigns for incoming and
outgoing calls.
§ These calls allow interaction between operators (agents) and people
contacted (subscribers).
§ We use the term "campaign" to describe the execution of a set of
calls.
§ The module includes a predictive dialer that handles the automatic
call of "objective" numbers.
3. Call Center Addon(2)
§ It also includes two major components: a web based agent console
and a call management interface.
§ The current version includes support for the ECCP protocol.
§ This protocol makes the operation more efficient and can integrate
external applications.
§ The Elastix Call Center Addon is Open Source.
5. Model of Operation
§ The Call center addon is designed around Asterisk's queue
functionality.
§ This design assumes that each queue has at least one agent.
§ Each campaign uses one queue. An Agent can be part of more than
one queue.
§ In the present version there are two function modes: Outgoing
Campaign and Ingoing (Incoming) Campaigns.
6. Implemented features
§ Automatic call to a list of numbers
§ Execution of several simultaneous campaigns
§ Agent monitoring (on calls)
§ Predictive dialer
§ Attention Script storage
§ Entry form
§ Call Schedule
§ Ability to put a call on hold
§ Call activity reports
7. Known limitations
§ Is not possible to assign a specific agent to a call.
§ It doesn’t place a call in a queue without agents; It doesn't play
audio on unattended calls.
§ That’s why the module is designed to mediate calls that are handled
by human agents.
§ It is possible to implement this functionality in the future, as
"Campaign Without Agents".
9. Predictive Dialer (1)
§ Is the part of the call center that interacts directly with calls.
§ It is implemented as a resident service (daemon) written in PHP. It can
be started as a service with this command:
service elastixdialer stop|start
§ The dialer starts each call using the command Originate from
Asterisk.
§ The dialer is constantly reviewing all the calls, placed by it (Originate),
that have not received an event OriginateResponse.
10. Predictive Dialer (2)
§ If the dialer receives an answer (OriginateResponse -
example: join or link), it will write the information of that call in the
database.
§ The dialer asks regularly about the status of the queue to find out
how many registered agents are free.
§ The number of free agents regulates how many calls are initiated
simultaneously.
§ The dialer estimates the average length of call, to try to predict if
the calls are in progress to finish to place new calls proactively. This
feature is configurable.
11. Predictive Dialer (3)
§ The prediction model is a cumulative Erlang distribution.
§ The Web interface lets you start and stop the dialer
§ It also allows to activate and deactivate debugging on the dialer, even
if the dialer is running.
§ The default path of the dialer log file is: /opt/elastix/
dialer/dialerd.log
12. Predictive Dialer (4)
§ The predictive dialer is active by default after installing the module.
§ However it is possible to turn it off from the interface, on the
configuration menu at the module.
13. Module Administration
§ The module administration allows:
§ Create Agents
§ Adding queues
§ Create new outbound campaigns
§ Create new Inbound campaigns
§ Administration breaks
§ It also provides a configuration interface that lets you start, stop and
configure the predictive dialer, including activation of debugging.
14. Starting the Operation
Prior to the beginning of the call center operation we must follow these
basic settings:
1. Install Elastix Call Center Addon
2. Create a group with the configuration for Agents.
3. Create Users for every agent in the system
4. Creating Extensions for Agents
5. Create Agents in the Call Center module.
6. Create the queues required for operation.
15. Starting the Operation
Installing the Call Center (1)
The installation of the module is simple. We must go to the Addons
menu and click on INSTALL.
16. Starting the Operation
Installing the Call Center (2)
§ The installation will begin automatically
§ Once concluded, Elastix will enable a menu for the addon.
17. Starting the Operation
Creating a Group (1)
§ The creation of users and agents is important for the operation of
the call center.
§ For security reasons and control, we must restrict the access for
these users.
§ It is necessary to create a group with restricted access to the
interface. (just the agent console)
§ To create the group go to:
System → Users → Group: Create New Group
19. Starting the Operation
Creating a Group (3)
§ To configure the permissions for the new group we’ll go to::
§ System → Users → Group Permissions
§ Select the recently created group.
§ Click on show filter and filter by the resource: Agent Console.
§ Select and Save.
20. Starting the Operation
Creating a Users
§ Once we created the group with restricted access, we can create the
users for the agents. Go to:
§ System → Users → Create New User
§ We can create as many users as agents we need.
21. Starting the Operation
Creating a Extensions
§ We must create as many extensions as agents required in a
campaign.
§ It is enough to create SIP extensions.
§ To facilitate the call center operation, these extensions are used on a
Softphone (normally).
§ The call center addon will transfer all the calls of any campaign to the
agent extension.
22. Starting the Operation
Creating Agents (1)
§ Creating an agent is different from the creation of users. The agents
are generated in the call center module.
§ An Operator / Agent, will need a user to login to Elastix. Once in the
interface, he will need an agent user to login the call center.
§ To create an agent go to:
§ Call Center → Agent Options → Agents
§ Make click on the link "New Agent"
23. Starting the Operation
Creating Agents (2)
§ The ECCP Password field is not required, the system will assign a
password for us when a new agent is created.
24. Starting the Operation
Creating Queues (1)
§ The process of creating a queue is similar to what we practiced
before.
§ The only difference is that, instead of placing extensions created in
Elastix, we will place the agents numbers that we want on that
queue.
§ There’s another difference related with the nomenclature, we must
put the prefix A before every agent number.
§ We will create the queue with the name ectetest and the number
101.
25. Starting the Operation
Creating Queues (2)
§ As we can see in the image, the field "static agents" has the information
of the agents created on the Call Center. We used the prefix "A" and the
number 0, after the agent.
§ We can place any ring strategy. Usually "fewestcalls".
26. Starting the Operation
Activating the Module
§ Prior the beginning of the operation we must check if the Call Center is
Active.
§ This can be done at the dashboard or from the configuration menu at
the call center module (Dialer Status)
27. Agent Console (1)
§ The Agent Console manages the interaction of the agent with the
system. Is web based.
§ The console receives events of a call through the ECCP. Is the same
for all the information of every call.
§ The agent will see this information in the console (telephone
number, contact information).
§ At the moment, the agent console works using the ECCP protocol.
29. Agent Console (3)
Actions
Hangup: Allows to end a call
Take Break: Allows an agent to take a break for a determine activity.
Breaks must be created previously by the administrator.
Transfer: Transfers the call to any existing extension on the dial plan.
This is a blind transfer.
VTiger CRM: Opens Vtiger in a new window on the browser. Vtiger
must be active.
End session: Ends the session for that agent, on the call center.
30. Agent Console (4)
Campaign functions
Call Information: Shows the information of the person that calls, if
we have this information on the database. If we don’t have the
information, then it will show the telephone number in the bottom.
Call Script: Shows the Script, created previously, to instruct the agent.
Call Form: This window will show the form created for a campaign.
31. Outgoing Campaings (1)
§ The system uses a list of telephone numbers to call.
§ When we activate the campaign, the system will dial this numbers,
verifying that there are free agents registered in the queue. As
many calls as free agents.
§ This method links the queue with the subscriber number. If the call
is successful, then it enters the queue and is assigned to the next
free agent.
§ The assignment depends on the ring strategy of the queue (linear,
wrandom...etc)
32. Outgoing Campaings (2)
§ The system registers the agent assigned to a call in a database.
§ This information will be used for reports and consult.
§ At the end of the call, the agent will be placed on stand by, and will
be available to receive a call.
§ This process continues till the last number on the list.
§ We can configure retry attempts, in this way the module will call all
the numbers with unsuccessful calls.
33. Incoming Campaings
§ We define a queue which includes the agents. The predictive dialer
is not used in this operation mode.
§ It is required to route the calls from subscribers to the campaign
queue.
§ The system registers the agent assigned to a call in a database. This
information will be used for reports and consult.
§ We can load a list of numbers of clients, with additional
information. The agent will see this information available on the
console.
34. Campaings Configuration
§ There is a menu available for each type of campaign:
§ Outgoing Calls
§ Ingoing Calls (Incoming calls)
§ Before we start a campaign is important to define:
a. Forms
b. Contact lists (optional for ingoing calls)
c. Telephone number list (required for outgoing calls)
d. Breaks
e. And off course: Agents and queues
35. Campaign Configuration
Forms (1)
§ Forms are created at:
Call Center → Forms → Form Designer
§ Each form has the option to add several fields:
• Text field
• List field
• Date field
• Label field
37. Campaign Configuration
Forms (3)
§ At "Form Preview“ we will see a preview of the form
§ Form creation and management works fine on Mozilla Firefox. It is
possible that some fields may not be able to be configured from other
browsers.
38. Campaign Configuration
Clients – Ingoing Calls (1)
§ Ingoing calls allow to load a contact list.
§ The module verifies the incoming number with the list and shows
the information of the contact to the agent (if it is available).
§ The supported information for this contact list is:
§ "telefono"(telephone),"cedula/ruc"(ID Number),"nombre"(first
name),"apellido”(last name)
39. Campaign Configuration
Clients – Ingoing Calls (2)
§ It is useful to make the list on Excel or Calc in OpenOffice.
§ In the first column we can see the telephone number. The second
column will contain the ID number (cedula). The third and fourth
column contains the first and last name.
OpenOffice
40. Campaign Configuration
Clients – Ingoing Calls (3)
§ The field cedula/ruc, is a required field for this functionality. If the
file doesn’t have information in that column, we will receive an
error.
§ We can put an identifier number on every cell if we don't know
the ID of every contact.
§ The previous example shows a random number for each contact.
§ The file has to be saved as csv:
• If the file is made in OpenOffice, you should save it as "Text CSV
(.csv)"
• If the file is made in Excel, you should save it as "Windows Comma
Separated (.csv)"
41. Campaign Configuration
Clients – Ingoing Calls (4)
§ Once we create the file with the list of contact, we must upload it
in the "Clients" menu:
§ Call Center → Ingoing Calls → Clients
42. Campaign Configuration
Phone list – Outgoing Calls (1)
§ The most important information in an outgoing call is the
telephone number list.
§ This information will be required in the creation of a campaign,
however it is important to do it right.
§ It is useful to make the list on Excel or Calc in OpenOffice.
§ The file must be created as csv
43. Campaign Configuration
Phone list – Outgoing Calls (2)
1. If the file is made in OpenOffice, you should save it as "Text
CSV (.csv)"
2. If the file is made in Excel, you should save it as "Windows
Comma Separated (.csv)"
OpenOffice
44. Campaign Configuration
Break Configuration (1)
§ Breaks allow to put an agent on standby as not available.
§ In this state, the dialer will not assign calls to the agent.
§ This situation applies to both type of campaigns: Ingoing and
Outgoing.
§ To create breaks go to: Call Center → Breaks; we must click on
“Create new break”.
45. Campaign Configuration
Break Configuration (2)
§ Breaks can be "Active" or "Inactive".
§ The break must be active, to be selected, otherwise it won’t be
available for the agent.
46. On Campaign
Ingoing Calls (1)
§ First, we must select a queue.
§ The module will transfer all the incoming calls to the queue and
the queue will distribute them to the agents configured.
§ There can be several queues and we can activate several
ingoing campaigns.
§ A queue can be selected on more than one active campaigns.
47. On Campaign
Ingoing Calls (2)
Call Center → Ingoing Calls → Queues
48. On Campaign
Ingoing Calls (3)
§ After we select the queue, it is recommended to load the list of
clients to the database.
§ Now we will create a campaign for an Incoming Call Campaign.
§ Go to: Call Center → Ingoing Calls → Ingoing Campaigns
§ Once there we must create a new campaign, select the form to
use and write a Script for the agent.
50. On Campaign
Ingoing Calls (5)
§ Once we’ve created the campaign, it will begin its operation and
it will assign calls to all login agents.
§ We will review the agent login process later.
51. On Campaign
Outgoing Calls (1)
§ Go to: Call Center → Outgoing Calls → Campaigns.
§ Once there we can create a new campaign.
§ The module allows to have several campaigns working at the same
time. We will only have the limitation of the telephone lines
available for all the calls.
§ Just like ingoing calls, a queue can be assigned to more than one
campaign. However if we have a queue on an ingoing campaign, we
won’t be allowed to use it in an outgoing campaign.
53. On Campaign
Outgoing Calls (3)
§ Once we create the campaign, the dialer will begin its operation
and it will assign calls to all the logged in agents.
54. On Campaign
Outgoing Calls (4)
§ The module has a feature that allows us to enter numbers that
must not be called.
§ This functionality allows to enter a specific number.
§ It also allows us to load a list of numbers from a .csv file
55. On Campaign
Outgoing Calls (5)
Call Center → Outgoing Calls → Do not call list
56. Agent login (1)
An agent must login to Elastix first with his user and password
57. Agent login (2)
When the agent logs in, he/she will only have access to the console
§ Once there he must choose the agent number and the extension and
make click on "Enter".
§ The module will call to the extension, the agent has to answer and dial
the password and the key # to login to the call center.