Goautodial CE 2.1 Final with minor bugs

Goautodial formerly known as vicidialnow is automatic setup of all component with centos for complete call center suite. The latest release igoautodial CE final 2.1 is presented with good GUI however has some minor bugs. Last week, i had setup it for one center but encounter some issues which has been sorted out after patching it.

Vicidial Setup

VICIDIAL is a set of programs that are designed to interact with the Asterisk Open-Source PBX Phone system to act as a complete inbound/outbound call center suite.

The agent interface is an interactive set of web pages that work through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer.

The management interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.

VICIDIAL can function as an ACD for inbound calls or for Closer calls coming from VICIDIAL outbound fronters and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.

Call Center Setup Design – Information Technology Department

BPO, the growing industry, in developing country especially  for Asia Reason, much more getting boom in South Asia and Philippines has provide lots of opportunities to develop their economic and employment system. IT Department is one of the key department being fully dependent for its regular operations of other departments. I have explained on setting up basic system designs on necessary things for small to medium call centers.

Branching Busy/Unavailable on DialPlan – Asterisk

Asterisk is one of the most used open source pbx with multiple features that hardly could get in others. Now a days most of appliances are based on asterisk. Dial plan is the core routing part in asterisk which is written in extensions.conf file. Dial plan decides the flow of call based on its configuration and Branching has important role on it.

Here is basic configuration

exten => 1001,1,Dial(SIP/1001,30)
exten => 1001,2,Goto(1001-${DIALSTATUS},1)
exten => 1001-BUSY,1,Voicemail(b1001@default)
exten => 1001-BUSY,2,Hangup
exten => 1001-NOANSWER,1,Voicemail(u1001@default)
exten => 1001-NOANSWER,2,Hangup
exten => _1001-.,1,Goto(1001-NOANSWER,1)


Extension 1001 will dial and based on Dialstatus it will branch which could be treated as three parts ( here ).

If BUSY status then will go to voicemail with busy msg. If noanswer status then will jump to voicemail with not avaiable msg else rest will be treated as no answer. The same thing can be done using macro.

[macro-stdexten]

; Standard extension macro

; ${ARG1} – Voicemail box
; ${ARG2} – Device extension(s) to ring

; Usage

; in main context do exten => 1000,1,Macro(stdexten,1000,1000)
; I use variables defined in the globals section so it becomes
; exten => ${PHONE1},1,Macro(stdexten,${PHONE1},${PHONE1})
;
exten => s,1,Dial(${ARG2},20) ; Ring the interface, 20 seconds maximum
exten => s,2,Goto(s-${DIALSTATUS},1) ; Jump based on status (NOANSWER,BUSY,CHANUNAVAIL,CONGESTION,ANSWER)

exten => s-BUSY,1,Voicemail(b${ARG1}) ; If busy, send to voicemail w/ busy announce
exten => s-BUSY,2,Goto(public,s,1) ; If they press #, return to start

exten => s-NOANSWER,1,Voicemail(u${ARG1}) ; If unavailable, send to voicemail w/ unavail announce
exten => s-NOANSWER,2,Goto(public,s,1) ; If they press #, return to start

exten => _s-.,1,Goto(s-NOANSWER,1) ; Treat anything else as no answer

and to call this macro

exten => 1001,1,Macro(stdexten,1001,SIP/spa1001)
exten => spa1001,1,Goto(1001,1)

Vtigercrm with Asterisk Integration

Vtigercrm is one of the leading open source and widely used  crm with lot of features integration.  Addons and community build application make it more easy and robust with rich features. Today i am going to integrate vtigercrm with asterisk for click2call and incoming popup features.