Asteriskisk IP-PBX + ViciDial + Predictive Dialer

Asteriskisk IP-PBX +  ViciDial + Predictive Dialer from Norwell Engineering

By: Norwell Engineering  04/06/2010
Keywords: Technical Support, It Solutions, It Services

Asterisk as now in the mainstream of telecommunication is very competent to handle and manage small to big call centers with its standout features needed by call center we guarantee your full operation is in stability.

With our innovation to integrate open source software with Asterisk we have created a cost-effective call center solution. The Robust features and superior enhancement of our team is our milestone on this service. When choosing asterisk as your base for pbx you had already prepared your contact center in versatile setup, you could easily integrate your VoIP, analog lines and digital lines easily. Now you could also have almost all the expensive features of Avaya, Nortel, Siemens and other propietary system for call center with asterisk at no cost, because it already built-in. All you need is a team like us who understand the technology of Asterisk.


SAMPLE PHYSICAL SETUP USING ASTERISK + VICIDIAL



Automatic Call Distribution (A.C.D.)

ACD is the scheme to distribute incoming traffic load among agents who
have the same skill set. Our consultants have strong background in scripting
and programing so they can extremely modify ACD scheme as per
requirements. Generally we implement following algorithm themes;
• Ring all ring - all available agents until someone answers
• Round robin take - turns ringing each available agent
• Least recent ring - the agent which was least recently called by certain queue
• Fewest calls ring - the agent with the fewest completed calls from the queue
• Random ring - any agent randomly
• Campaign Rank: orders by the rank given to the agent for the campaign. - Highest to Lowest.
Benefits
• Incoming calls are properly distributed among service agents.
• Underloaded - agent can attend more calls.
• Remarkably Improve the service agent performance.

Vicidial is a most advanced full functional outbound and inbound and blended call center solution. Vicidial is a suite of programs that are designed to make full use of Asterisk OpenSource PBX Phone system at a client computer level to extend the functionality of your phone and system. The complete suite of software is designed to work with an Asterisk system that has Zap (T1/E1/PSTN), IAX or SIP
trunks and SIP/IAX/Zap phones. Vicidial has two major components:

1. astGUIclient: The main GUI (webbased Graphic user interface) JavaScript and XMLHTTP Request functions that work within a browser to give realtime information functionality and administrative with just an internet browser (ie Firefox, Mozila) on the client computer.

2. Vicidial: Vicidial is also a list dialer that can be fully integrated with Asterisk and is flexibly configurable with detailed logging. Vicidial can operate in two ways: manual and automatic. In manual mode, agents can dial the leads form web page one by one. In automatic mode, Vicidial automatically dials the number of leads configued by autodial level and connects dialed leads to agents when the call is answered.

MAJOR VICIDIAL FEATURES:
- Inbound, Outbound and Blended call handling
- Outbound agent-controlled, broadcast and predictive dialing
- Full USA FTC-compliance capability
- Web-based agent and administrative interfaces
- Ability to have agents operate remotely
- Integrated call recording
- Three-Way calling within the agent application
- Scheduled Callbacks: Agent-Only and Anyone
- Scalable to hundreds of seats
- Ability to use standard Telco lines and VOIP trunks
- Open-Source GPL licensed, with no software licensing cost

Full VICIDIAL Features List:
- Ability for an agent to call clients in succession from a database through a web-client
- Ability to display a script for the agent to read with fields like name, address, etc. filled-in
- Ability to set a campaign to auto-dial and send live calls to available agents
- Ability to dial predictively in a campaign with an adaptive dialing algorithm
- Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
- Ability to transfer calls with customer data to a closer on the local system or a remote Asterisk server
- Ability to open a custom web page with user data from the call, per campaign
- Ability to autodial campaigns to start with a simple IVR then direct to agent
- Ability to broadcast dial to customers with a pre-recorded message
- Ability to park the customer with custom music per campaign
- Ability to send a dropped call to a voicemail box per campaign if no agent is available
- Ability to set outbound CallerID per campaign
- Ability to take inbound calls grabbing CallerID
- Ability to function as an ACD for inbound and fronter/closer verification calls
- Ability to have an agent take both inbound and outbound calls in one session(blended)
- Ability to start and stop recording an agent's calls at any time
- Ability to automatically record all calls
- Ability to manually or automatically call up to two other customer numbers for the same lead
- Ability to schedule a callback with a customer as either any-agent or agent-specific
- Ability in Manual dial mode to preview leads before dialing
- Ability for agents to be logged in remotely anywhere with just a phone and a web browser
- Faster hangup and dispositioning of calls with one key press (HotKeys)
- Definable Agent Wrapup-time per campaign
- Ability to add custom call dispositions per campaign
- Ability to use custom database queries in campaign dialing
- Recycling of Busy calls at a specified interval without resetting a list
- Dialing with custom TimeZone restrictions including per state and per day-of-the-week
- Dialing with Answering Machine Detection, also playing a message for AM calls
- Multiple campaigns and lead-lists are possible
- Option of a drop timer with safe-harbor message for FTC compliance
- Variable drop call percentage when dialing predictively for FTC compliance
- Internal DNC list can optionally be activated per campaign
- All calls are logged and statuses of calls are logged as well as agent time breakdowns
- Load Balancing across multiple inbound or outbound Asterisk servers is possible
- Several real-time and summary reports available
- Real-time campaign display screens
- 3rd party conferencing(with DTMF macros and number presets)
- 3rd party blind call transfer
- 3rd party conferencing with agent drop-off
- Ability to set user levels and permissions for certain features and campaigns
- Ability for managers to listen-in on agent conversations
- Ability for managers to enter conversations with agents and customers
- Ability for agents to select a Pause Code when they are not active
- Ability for agents to control volume levels and mute themselves
- Outbound dialing is QueueMetrics-compatible
- Web-based administration
- Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese and Brazillian Portuguese
- Admin web pages available in English, Spanish, Greek and German

VICIDIAL SCREENSHOT


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Keywords: Ip Phone, It Consulting, It Services, It Solutions, Pabx, Technical Support, voip