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elastix call centre manualFor a better experience, please enable JavaScript in your browser before proceeding. It may not display this or other websites correctly. You should upgrade or use an alternative browser. Now we are looking for Elastix Call Center module for our organization. There will be about 6-10 extensions using that call Center module. Any pointers will be of great help. Appreciate all your responses. Regards, -Hema. Discover everything Scribd has to offer, including books and audiobooks from major publishers. Start Free Trial Cancel anytime.Browse Books Site Directory Site Language: English Change Language English Change Language. If you continue browsing the site, you agree to the use of cookies on this website. See our User Agreement and Privacy Policy.If you continue browsing the site, you agree to the use of cookies on this website. See our Privacy Policy and User Agreement for details.If you wish to opt out, please close your SlideShare account. Learn more. You can change your ad preferences anytime. Why not share! I can promise you 100 un-plagiarized text and good experts there. Use with pleasure! ? www.HelpWriting.net ?Any unauthorized use, reproduction, preparation of derivative works, performance, or display of this document, or software represented by this document, without the express written permission of PaloSanto Solutions is strictly prohibited.We must go to the Addonsmenu and click on INSTALL. Vtigermust be active.End session: Ends the session for that agent, on the call center. If we don’t have theinformation, 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. The third and fourth column contains the first and last name. OpenOffice Now customize the name of a clipboard to store your clips. Please make sure to insert a valid e-mail from a corporate address.http://rbsten-tel.com/images/blog_images/data-communication-and-networking-forouzan-5th-edition-solution-manual-pdf.xml

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It integrates easily with all modern CRMs in the market like Vtiger or Salesforce, and includes a ready to use WebRTC softphone and a complete quality tracking tool.Manage your contact center processes in realtime with customizable Wallboards, live alarms, whisper, spy and barge monitoring.With more than 15 years of experience, QueueMetrics regularly improves its selection of reports and metrics.Any rights not expressly granted herein are reserved. PaloSanto Solutions released the first version of the original module in 2008 and improved it since then to get a powerful contact center system that works with Elastix. The Call Center Pro is a rich-featured solution, affordable to any medium-advanced contact center with a very competitive price and it is available at any time. What does that means. You don t have to have a pre-commercial talk or requirement with us to purchase a license; you just can go to our online Store and get as many licenses as you need. Another important thing is that you don t need us to require a demo, you can install Elastix, then install the call center pro module and activate a 45 days demo license. You can find instructions on how to install Elastix and the call center in Annex A, B and C of this manual. We suggest to you if this is your first time using Elastix to review that information prior advancing with this manual. If you have any question or require support please write to: 6 The following picture shows the general division of the Elastix interface and the Call Center Pro: A. General menu. - It corresponds to the general sections or modules in Elastix that contains configurations or specific systems. The Call Center Pro has two menus: CCPro Admin and CCPro and Manage. B. Sub-Menu. - Available sections on every general menu. C. Modules of each sub-menu. D. Work space and configurations. The following picture shows the workspace: A. Action Bar. - Contains functions that execute actions in the module. B. Filter area.http://ashrayacharity.org/userfiles/data-communication-and-networking-forouzan-solution-manual.xml - Shows the selected filters on dark gray. C. List heading. - Show the heading of each column in the module information list. D. Information display area: lists parameters, configurations. E. Selection column. - Allows selecting any item on the information list to perform a function of the action bar. 7 CCPro Admin This section is for administration and general configuration of the Call Center Pro. E.g. Supervisors Administration and Agents, data base configuration and AMD parameters. The Call Center Pro licensing system allows any customer to purchase the any number of license required without any restriction or previous commercial contact.For more information about commercial stuff you can go to: If you want to purchase a license immediately you can go to: Management This section is for management of the Call Center operations. E.g. campaign creation, monitoring and reports. The CCPro Manage menu, has the following Sub-menus: Agent Console Ingoing Calls Outgoing Calls Reports Monitoring 9 These configurations include creation of users, extensions, queues, trunks, inbound and outbound routes and other tools required for the telephony operation in Elastix. Groups for agents The main reason to create a group for agents is related with the access to the system and the use of the agent console. To use the console, the agent has to enter the Elastix Web Interface with an individual account. For control and security purposes, the group of that account must have limited access to the Elastix functionality; we don t want any agent with permissions to configure extensions, trunks of changing the system password. We'll talk about the agent console in future chapters. Let s create the group Call Center with access restriction to the agent. Go to: GUI System Users Group: Create New Group 11 Note: you can use any other name for the group: agents, operators, salesman, etc.https://events.citeve.pt/chat-conversation/boss-dd-5-digital-delay-manual Once we ve created the group we have to configure the permissions, go to: System Users Group Permissions We must click on Show Filter, select the created group and write Agent Console in the field Resource then click on Show. We select the resource and the click on Save Selected as Accessible. Any user we create in that group, from now on, will only have access to the agent console. User creation All agents require a user to log in to Elastix. To create users go to: System Users Create New User The group by default when creating a user is Administrator so is important to select the group we created earlier. 12 It is not a required field, and we recommend not assigning an extension to the agents. Note: Webmail information requires mail configuration on the server. We won t review that on this manual and is not required information. Click on save to complete the process. We must create as many users as concurrent agents we have. Is important to mention that the Call Center Pro allows creating supervisors, which are users with extension to certain permissions. We will review this in chapter 4. Agents and Extensions Taken from Implementing Call Center in Elastix In Asterisk there are two concepts that appear to be similar from a wrong perspective, Extension and Agents. In the case of an extension, this is a series of commands on the dial plan that will allow us to establish communication between two channels. For this reason we usually associate the term extension to a phone number. (You can check this concept in more detail in the book Unified Communications with Elastix, Vol. 1 or Asterisk The Definitive Guide) The Agent concept, however, is associated with a person who can use different extensions. To put it more simply we will use an example with a real case.http://leeswoodproducts.com/images/casio-ex-f1-manual-focus.pdf Suppose we have a call center with 50 workstations and each workstation has an extension on a range from 1001 to If we only have 50 operators we won't have any problem because we can identify them by their extension number. 13 To solve this problem Asterisk introduces the concept of agent. This allows the operator to sign in on the call center with an agent number using a random extension, i.e. the extension of the workstation currently assigned. This is possible because all the information related to their performance during the call center operation is related to the agent number. Queues created for the Call Center operation must be configured with agent numbers instead of extensions. It is enough to create SIP extensions; there are several manufacturers and developers that create IP Phones and Softphones based on that protocol. We can use IAX2 as well although the endpoint options are limited. Softphones are widely used to make the operation easy to deploy. Some of the more used are: Zoiper - Supports SIP and IAX2 X-lite - Supports SIP We won t review extensions creation or endpoint configuration in this manual. Agents The creation of agents is different from the creation of users and must be created on the Call Center Module. We will review the agent creation on chapter 3. 14 The system can operate in two ways, with Local connection or Remote connection. Local. - The MySQL database server is located on the same server that Elastix. Remote. - The MySQL database server is located in an external server, different than our Elastix. Password: the key used for connection. Asterisk Connection Asterisk Server This field configures the address where Asterisk resides, normally in the local host. 16 Asterisk Password It is the password or password to login. It is a test tool and used for debugging. The default value is 0, so that the action does not run off. Dialer Parameters Short Call Threshold It often happens that the outgoing call connects and then is passed to the agent, but is disconnected for some reason without any interaction of the agent. Therefore this value specifies the minimum length of a valid call. If the duration of the call is less than the indicated value, it is considered to have failed. The default value is 10 and is measured in seconds. Answering delay It is the value of time between assigning a call to the agent and determining its status (whether the call connected or failed). During the course of an outbound campaign, this value is replaced with the actual statistics of the average time it takes for calls to be answered. This statistical value, used to replace, is in the memory but not written to the database. With respect to this field we'll do an extend explanation. If the probability is greater than the percentage of service, the new call is placed as if the agent had been free. If the percentage is less than a certain number of calls, the value of this field is used, (Delay to answer) if you exceed a certain number of calls already made, the real answer average is used. 17 Then placed call based on that prediction will be waiting in line after connecting until another agent is released accidentally. The percentage regulates the prediction in a way that it has a xxx of certainty that the agent will be released and can take the call. Per-call dial timeout It is a placement parameter. If the call is not answered beyond the time specified, it closes and is marked as failed. This is an addition to the module in version; it doesn't affect any other parameter. The value of 0 is equivalent to a default value of Asterisk equivalent to 30 seconds. Retries are not affected by this parameter. Agent inactivity timeout Sometimes agents forget to logout when finish their job at the call center and remain active. This causes problems in statistics and the dialer will continue to assign calls to that agent. This value is in minutes and sets a maximum downtime period for agent and then the system close the session for that agent. Enable dialer DEBUG Allows enabling DEBUG and registration on the dialer log. The dialer works listening and interpreting AMI events that Asterisk emits. Only some events are of interest to the current code. However it may happen that a bug occurs or that a new feature can be implemented taking information from an AMI additional event. Enabling this flag allows us to see if any event emits the information required, although it is not taking action on it. DEBUG must be activated first; it does not work if it is activated independently. Enable overcommit of outgoing calls The dialer places a certain amount of calls based on the number of free agents and the prediction of the number of agents to be released soon. This is the default behavior. Of all calls placed by iteration, only a fraction is actually connected. This fraction is known as Average Seizure Rate (ASR). If the flag is set, the dialer uses ASR statistics to place a larger number of outgoing calls so that it cancels the ASR and all the agents stay busy. For example, if in 10 calls only 5 are connected in average, the ASR is 50. Then the dialer will try to place twice the calls that if the flag is deactivated. 18 In this case the parameters: Short call threshold, Answering delay and Service percent, are not longer required and its value is not taken into account. The predictive dialer has the following functions: Starts every call using the Asterisk command Originate. Constantly reviews the calls that have been placed (by the dialer) and that have not received an OriginateResponse event. If the dialer receives an OriginateResponse answer (example: join or link) it writes information for that call in the database. Regularly interrogates the status of the queue to determine how many agents are registered and 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 whether ongoing calls are ending and proactively placing new calls. Dialer Status Reports the status of the service and allows to start or stop the dialer. Module: AMD Config AMD configuration The call center system tries to detect answering machines at the beginning of outgoing calls. Activating the detecting of answering machines is performed in the configuration of the outbound campaign.If the time is exceeded then an answering machine is detected. Greeting It is the maximum length of a greeting. If the time is exceeded then an answering machine is detected. After Greeting Silence It is the silence after the detection of a greeting. If the time is exceeded then an human is detected. Total Analysis Time It is the maximum time allowed for the algorithm to decide on a human or answering machine. Minimum Word Length It is the minimum duration of the voice to be considered as one word. Between Words Silence It is the minimum duration of silence, after a word, to be taken to consider the following audio as a new word. Maximum Number Of Words It is the maximum number of words in the greeting. Silence Threshold It is the silence threshold. To modify any parameter we just need to click on Edit Once we complete the information click on Save. 20 22 Module: External URLs List of information The module allows creating and enabling all the external URLs that we want to use in a campaign. Active: Status of the external URL (Yes - No) o Yes The URL is active and can be selected y any campaign.Open in: The place where the external URL will open URL Template: the link created to execute an external application. Description: A short description used to identify the URL in other modules. Options: A link to enter the edition of the external URL. Action Bar New URL: Registers a new external URL. Page (Page control): Allows changing pages in the list when there are too many elements. The system displays information on pages for easier viewing. Open URL in: Selects the location to open the application. It has the following options: New windows, Embedded frame and JSONP.The URL then provides the URL to run JavaScript. Editing an external URL We must click on the Edit link of the correspondent URL. The following page will appear: The system allows modifying all the information. The field Enable use of this template allows us to enable or disable the use of an external URL from any campaign. Available identifiers are the names of the attributes of the call (with capitalization distinction). Module: Queues The Call Center Pro requires that all queues that will be used in outbound and inbound campaigns must be registered in this module. Note: Queues must be create with anticipation in GUI PBX PBX Configuration Queues. 23 25 List of information This module displays the information of all the queues registered in the Call Center system. Name Queue: Number of the queue, it is related with the queue created in PBX Configuration Status: Status of the queue (Active - Inactive) o Active The queue is active and available to be selected from any campaign.Options: A link to enter the edition of the queue. Action Bar Select Queue: Allows registering a queue in the Call Center system. Change Status: Change the status of the queue: Activate Deactivate. Show Filter: Allows filtering the information on the list based on: name of the queue and status. To perform a custom search we must complete the required information and click on Search The filter selection is displayed in dark gray 24 26 Registration of a new queue To register a new queue, we must click on Select Queue The following page will appear: Field description: Queue: List of available queues (registered queues won t be listed). Queues must be created earlier on the PBX Configuration module. Script: Default script that appears on the agent console if you have not set up a campaign. This script is over-written with the information generated for the campaign. Click on Save to complete this process. 26 28 CHAPTER 3 Agents Administration Menu: CCPro Admin Sub-Menu: Agents 27 29 We will call Agents to any person that works in the call center as an operator and receive calls. The grouping of agents in teams is defined by queues and campaigns; we will review this in later chapters. Module: Agents List of information Field description: Configure: Status of the creation of the agent.If we click on repair, the module will delete the agent from the system and we will be able to create it again from this module. Number: Agent number Name: Agent name It can be a common name. 28 30 Status: Status of the agent in the system (On Line Off Line) o On Line: The agent is logged in.Options: A link to enter the edition of the Agent. Action Bar New Agent: Creates a new agent. Delete: Deletes and agent we must select the agent first. Disconnect: Disconnects an agent from the system. Page control: Allows changing pages in the list when there are too many elements. Show Filter: Allows filtering the information on the list based on: Status of the agent. To perform a custom search we just need to select the status. The filter selection is displayed in dark gray Creating an agent To create and agent we must click on New Agent. Field description: Agent Number: Identifier number of the agent Name: Complete Name of the agent or a reference name Password: the access key to the Call Center It can be a 4 digit key. 29 31 ECCP Password: If the agent has to connect directly using the ECCP protocol, this will be the key to sign in (e.g. external applications such as a third party agent console). This field is not marked as required; the system will assign a key automatically if the administrator doesn t include any information. Note: ECCP stands for Elastix Call Center Protocol. The following page will appear: The system allows modifying: name, password and ECCP password. Click on Apply Changes to complete this process. Standard and Dynamic Configuration On a normal configuration the agent enters Elastix and then login in the Call Center. For this purpose the agent will require and extension registered on an endpoint (IP phone or softphone) and the password to any valid agent number. When trying to login to the Call Center the agent will receive a call to the extension, then the agent must digit the password to complete the login successfully. We'll refer to this configuration as Standard. During the call center operation the extension remains hanged-up and will ring when the call center assigns a call. This process doesn't require an agent on the call permanently. We'll refer to this configuration as dynamic. We have to register the extensions that will be available for dynamic configuration. Returning to the standard configuration, this operation requires that the agent keeps its extension into a permanent call with the queue assigning the calls from incoming or outgoing campaigns. Under some scenarios, staying in a constant call listening to music-on-hold can be annoying. In an outbound campaign the possibilities of being waiting for a call are reduced, because the campaign is controlled and the call center owner will expect to call as many numbers as possible during the working day. Under this scenario the agent will be 95 of the time talking to customers. The case is different in an incoming campaign where calls are the result of a commercial effort to capture spontaneous interest in the customer, or a support department that receives frequently calls at a moderate level. If the waiting time in those cases is greater than 20 or 30 percent, we can be sure the agent will be affected by the constant sound of music. Administration of CallBack Extensions As we mentioned earlier, is necessary to register all the extensions that will be used in the dynamic configuration. We won t manage extensions in this module; therefore we need to create extensions in the PBX configuration module prior working in this module. 31 33 Module: CallBack Extensions List of information Field description Number: number of the registered extension Name: name of the extension in the call center Status: status of the extension (On Line Off Line) o On Line: The extension is in use in the system.Options: link to enter the edition of the extension Action Bar New callback extension: registers a extension for callback login Delete: deletes the registration of an extension from the call center. Disconnect: disconnects the session on that extension. Show Filter: Allows filtering the information on the list based on: Status of the extension. The filter selection is displayed in dark gray 32 34 Registering an extension for callback login Click on New callback extension The following page will appear: Field description: Callback extension: displays a list of available extensions in the PBX module. Name: name of the extension on the call center module. Password: the access key to the Call Center It can be a 4 digit key. ECCP Password: If the agent has to connect directly using the ECCP protocol, this will be the key to sign in (e.g. external applications such as a third party agent console). Name: Complete name of the supervisor Type: Type of supervisor o Call Center Pro General Supervisor General supervisor o Call Center Pro Team Supervisor Team supervisor Status: shows notifications about the user status of the supervisor, if the value shows Repair then the user is not being synchronized with the users system. To solve this you just need to click on Repair. Assign Teams: a link to access the team assignment. It is just available for Team Supervisors. Action Bar New Supervisor: Creates a supervisor. Delete Supervisor: delete the selected supervisor Page (Page control): Allows to change pages in the list when there are too many elements. Show Filter: Allows to filter the information on the list based on: Name, Type, Status and Teams. To perform a custom search we just need to enter a match criterion. 37 39 The filter selection is displayed in dark gray Create a supervisor Click on New Supervisor The following page will appear: Field description: Username: user name to login in Elastix. Name: complete name of the supervisor Password: key to access Elastix. This password should be as strong as possible. The following page will appear We can change the name, the password and the supervisor type. Click on Apply Changes to complete the edition. Team administration Teams are an entity that unifies the management in the call center pro. Each team can contain campaigns, forms and other information. Teams are managed by Team Supervisors. A supervisor can be in charge of several teams, and more than one supervisor can manage a team simultaneously. Thus several supervisors can monitor a team activity. 39 41 Module: Teams List of information Field description: Names: reference name of the team. Description: a short description of the team. Status: status of the team in the system: o Active: the team is active and it can be used in the call center.Campaigns: shows the number of campaigns the team has assigned. Action bar New Team: creates a new team Delete Team: deletes the selected team. Change Status: change the status of the team. Show filter: Allows to filter the information on the list based on: Name and Status of the teams. To perform a custom search we just need to enter a match criterion. 40 42 The filter selection is displayed in dark gray Creating a Team We must click on New Team The following page will appear: Description of the field Name: name of the team. Editing a team We must click on the team name link 41 43 The system allows modifying the status and description of the team. Assigning teams to a supervisor We go back to the Supervisor Accounts, verify the list and click on the option Assign Team of the required supervisor. The following page will appear: 42 44 The edition window will present two selection groups: Available Teams: displays a list of available teams on the system. Assigned Teams: displays a list of teams assigned to the supervisor. Managing ECCP users I this module we will manager the user and applications that will connect to the Call center PRO through the ECCP Elastix Call Center Protocol. Module: ECCP Users 43 45 List of information Field description: Name: user name reference that will be used to connect through the ECCP Options: link to enter the user edition. Action bar New ECCP User: creates an ECCP user. Delete: delete a selected user. Creating an ECCP user We must click on New ECCP User The following page will appear: Description of the field User name: username of the ECCP user. Editing an ECCP user We must click on Edit. 44 46 The system allows changing the username and password. Break management It is important to make a good definition of breaks, because this value is available for all the agents in the system. Breaks are available in the call center and do not depend on teams, campaign or supervisors. Module: Breaks List of information Field description: Names: a reference name that will be used by the agent from the agent console. 45 47 Description: a short description of the break. Status: status of the break in the system o Active: the break is active and available on the agent console.Action bar Create New Break: creates a break. Activate: change the break status to active. Deactivate: chance the break status to deactivate. Page (Page control): Allows to change pages in the list when there are too many elements. Creating a break We must click on Create New Break The following page will appear: Description of the field Names: name of the break. Description: a short description of the break. Editing a break We must click on Edit Break. 46 48 The following page will appear: The system allows to modify the name and description of the break. Assigning agents to queues The development of the call center is based over the queue support of Asterisk. Each campaign uses just one queue and an agent can be included in several queues. Taking this into consideration, the agent assignment on a campaign begins with the assignment of the agent to a queue. We must plan a campaign knowing which queue we are going to use. Supervisors assign or unassign agents on queues. Module: Add to Queues Let s go back to CCPro Admin Agents to work on Add to Queues. In this module we will assign agents to the queues available in the system. List of information Field description: Queue: number of the queue. Static Agents: amount of static agents assigned to the queue Dynamic Agents: amount of dynamic agents assigned to the queue 47 49 Action bar Page (Page control): Allows changing pages in the list when there are too many elements. Show filter: Allows filtering the information on the list based on the number of the queue. To perform a custom search we just need to enter the queue name and click on search. Assigned Agents: displays the agents assigned to the queue.