1) Agent Interface
2) ADMIN Interface
Agent interface is quite intutive and is very well designed for an agen. The agen gets all the required things at the same locations. The interface has an option to submit the call status after the call finishes.
There are various default call status available in VICIDIAL such as
sale, dnc, customer contact, not interested, unworkable.
ADMIN Interface is very rich in its feature set. ADMIN has got a lot more power to control his call center. VICIDAL provides administration skills like
* Users
* Campaigns
* Lists
* Scripts
* Filters
* In-Groups
* User Groups
* Remote Agents
* Admin
* Reports
I like the reports section a lot. You can extract all kinds of information from the VICIDIAL reports section.
VICIDIAL gives you feature to export the report in portable CSV format.
There are few security measures you need to take before making VICIDIAL server public. If you are on LAN environment then its ok to keep the default security.
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
* Web-configurable IVRs and Voicemail boxes
* Scalable to hundreds of seats
* Ability to use standard Telco lines and VOIP trunks
* Open-Source AGPLv2 licensed, with no software licensing cost
Server System Requirements
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While VICIDIAL was developed on Slackware, it can be successfully installed in many other Linux distributions. Here is our system requirements for a successful deployment of VICIDIAL should you want to deviate from the scratch install documentation.
Quote:
Linux Kernel 2.4.xx or 2.6.13 or higher
Asterisk 1.4 runs very stable but still some people recommend Asterisk 1.2.
Asterisk 1.6 or Asterisk 1.8 are not yet supported.
MySQL 5 is recommended, but will work with versions of MySQL starting at 4.0.X
PHP 5.X and Apache 2.0.x if you want to lower the load of apache/php by up to 80% use e-accelerator
SoX
GNU Screen 3.9.15
Perl 5.x
Get away with the hassel of Installing by packages go "Goautodial"
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Goautodial (formerly VicidialNOW) is open source dialer system. It automatically installs Vicidial, Mysql, PHP, Asterisk, VtigerCRM and other components to have a fully functional open source predictive dialer system. It has support for Sangoma and Digium telephony hardware and is scalable to hundreds of seats.
Default user-names and passwords for VICIDIALNOW are
Terminal/SSH : root / vicidialnow
MySQL (mysql -u root -p) : root / vicidialnow
Link : 192.168.1.2/phpmyadmin
VICIDIAL Admin : admin / vicidialnow
Link: 192.168.1.2
vTiger: | admin / vicidialnow
Link: 192.168.1.2/vtigercrm/
Phone Login (SIP): 100 to 150 / test
192.168.1.2
Phone Login (IAX): 300 to 350 / test
192.168.1.2
SIP Phone Credentials : cc100 to cc150 / test
IAX Phone Credentials : cc300 to cc350 / test
Once the installation is completed then we can move on to configure vicidial for predictive dialer.
Configuring VICIDIAL as Predictive Dialer
* Create a new CARRIER/TRUNK:
Quote:
Admin > Carriers > Add A New Carrier > Fill in the account details from your VOIP provider > Submit
Registration String:
Quote:
register => 99999999999999999:ssssssssssssss@202.202.202.202
Template ID: None
Account Entry:
Quote:
[UK Calling]
type=friend
username=99999999999999999
secret=ssssssssssssssssss
host=202.202.202.202
insecure=port,invite
context=default
fromuser=99999999999999999
Protocol: SIP
Globals String: TRUNK = SIP/UK-Calling ; This is a global variable which will be used for agi scripting
Dialplan Entry:
Quote:
exten => _XXXXXX.,1,AGI(agi://127.0.0.1:4577/call_log) ; remove spaces
exten => _XXXXXX.,2,Dial(${TRUNK}/${EXTEN},,To)
exten => _XXXXXX.,3,Hangup
Server IP: X.X.X.X
Active: Y
Now as the trunk is loaded you can check whether it is connected or not in asterisk -r
Login to shell and do
Quote:
# asterisk -r
go*CLI> sip show registry
Host Username Refresh State Reg.Time
202.202.202.202:5060 99999999999999999 105 Registered Mon, 20 Sep 2010 15:27:11
go*CLI>
go*CLI> quit
#
You can also check whether the phones are registered or not by using
Quote:
# asterisk -r
go*CLI> sip show peers
go*CLI> quit
#
You should see a OK in front of the extensions which are registered.
* We will have to create few users for the system
Quote:
Users -> Add a New User -> Submit
User Number: agentEXT ; agent123 if 123 is the extension or phone login assigned to him. This is only to keep an easy track.
User Group: AGENTS
Phone Login: 123
Phone Pass: test
* Now we need to Create a Campaigns
Quote:
Campaigns -> Campaigns Main -> Add A New Campaign
Fill in the details and Note following key points while creating or modifying any campaign
Allow Closers: Y
Hopper Level : 500
Dial Method: RATIO
Auto Dial Level: 2
Adapt Intensity Modifier: 0 - Balanced
Important Step
Quote:
Campaigns -> YOURCAMP -> Detail view -> Set the Local Call Time to 24 Hours -> Submit
* Lets load the calling numbers list in VICIDIAL.
Prepare a CSV with all the data and a header "Row" explaining what each "Coloumn" contains
Quote:
Lists -> Add A New List -> Submit
List ID: Please eneter a unique more than 3 digit number and keep track of it.
people take it easy and at then they end up in loosing leads or business.
Campaign: Choose the campaign to which you want to associate the List
Active: Y
Quote:
Lists -> Load new Leads -> Submit
List ID Override: "Your list id which you are maintaing"
File layout to use: "Custom layout" ; I always prefer to use custom layout as it gives you a lot of flexibility
Lead Duplicate Check: CHECK FOR DUPLICATES BY PHONE IN LIST ID
* Now configure your favorite softphone with above agent details.
Ask the agent to log in to portal via web interface and wait for a call from system.
Predictive dialer puts each agent in its own conference room, and calls the lead. If lead picks up the call it gets directly connected to any available agent and once call finishes the agent reports the HANGUP CAUSE.
You can check the current campaign status or the Real Time situation in
Quote:
Campaigns -> Campaigns Main -> Real-Time Screen
You can check the current hopper ( number about to be get dialled ) status in
Quote:
Campaigns -> Campaigns Main -> Click here to see what leads are in the hopper right now
A brief explanation of the asterisk predictive dialer and the technical terms of it.
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