##make sure to change web directory to /srv/www/htdocs and to put your public ip, and to put 16.X for asterisk version
***Edit /etc/rc.local to contain the following code (enter vi /etc/rc.local to edit with vi, nano /etc/rc.local to edit with nano, ed /etc/rc.local to edit with sed… choose an editor to your liking):
#!/bin/sh
#
# This script will be executed *after* all the other init scripts.
# You can put your own initialization stuff in here if you don’t
# want to do the full Sys V style init stuff.
touch /var/lock/subsys/local
# OPTIONAL enable ip_relay(for same-machine trunking and blind monitoring)
###once it restarts, type “yast” go to network services > http, on the first screen tab to next, then second screen enable all 3 modules(php, python and perl) and then keep going next on the last pages until u get to finish.
This tutorial goes over the steps needed to create a phone account entry in the system that you can configure a soft-phone (computer based phone) or SIP-based hard-phone(a separate physical phone) to use.
For Soft-phones, we usually recommend the IAX soft-phones Zoiper (http://www.zoiper.com) and KIAX(https://sourceforge.net/projects/kiax/) because IAX is a native protocol to ViciDial and it can go through firewalls easier than SIP and it uses less bandwidth than SIP. Some SIP soft-phones that will work are Xlite and Eyebeam. As for hard-phones: Polycom and Snom are recommended, but Linksys/Cisco and Grandstream should also work.
1. Go to the ViciDial administration page, go to the ADMIN section, click on PHONES and click on the ADD A NEW PHONE link
2. For this tutorial we will use the following values for the fields on the ADD A NEW PHONE form :
phone extension: 201
dialplan number: 201
voicemail box: 201
outbound callerid: 7275551212
server ip: 10.10.10.15 (set this to your server ip)
login: 201
password: test
status: ACTIVE
active account: Y
phone type: SIP
full name: sip201
client protocol: SIP
local gmt: -5 (GMT timezone, you should NOT include adjusting for Daylight Savings Time) (0 is the UK, +1 is most of Europe, -5 is EST in the USA, -8 is PST in the USA )
Template ID: SIP_generic
3. Click the submit button to create this phone record. After one minute, the phone will be active in the system.
NOTE: if you are using a phone outside of a local network, we would strongly recommend changing the “Conf File Secret” field for enhanced security. This field is what you would use as the phone secret or password when you register it on your soft-phone or hard-phone.
4. Go to the Agent's phone and configure the server (or proxy) for the same IP address as you selected above in step 2 for Server-IP, and the login (username) is the Extension as defined above in step 2 and password (secret) is defined as the “Conf File Secret” field in the Phones entry, then click to “Register” if that option is available, or restart the phone or application.
5. Have the agent log into the vicidial.php script with the phone login(Login) of "201" and phone password(Password) of "test".
6. Within a few seconds the agent's phone should ring and they will be logged into ViciDial and can proceed as normal to take calls.
NOTES:
- You can also use phones entries to live monitor through the Real-time report. An example of this is given in Tutorial P.
- If you need to add Channelbank or FXO/FXS phones, you will need to coordinate with your systems administrator to set up the zaptel/dahdi conf files properly as well as adding the dialplan entries to connect to the channel bank agent phones. There are sample zaptel.conf and zapata.conf files included with ViciDial for these kinds of connections, as well as sample dialplan entries in the extensions.conf sample files.
This manual is meant as a resource for Call Center Managers and System Administrators to better understand how ViciDial works and to learn how to use all of it's features correctly as well as answer questions as to why things work the way they do within ViciDial and it's management interfaces. It is expected that you have thoroughly read through the ViciDial Agent manual before reading this manual.
What is ViciDial?
ViciDial is a Call Center solution that allows agents to log into a web-based agent screen and take inbound and outbound calls as well as place outbound calls manually and from a list. The agent logs into one campaign and can also take calls from one or more in-groups(or inbound queues) at the same time they are placing/taking outbound calls. ViciDial can function as an ACD, Predictive Dialer and can do many of the functions of a standard PBX as well. There are hundreds of features and options available within ViciDial, and they are covered here in this manual.
What is a ViciDial manager?
A ViciDial manager is a person who adds, modifies or deletes users, campaigns, lists, inbound groups(or queues), DIDs, Call Menus(or IVRs), add voicemail boxes, configure phones and manage the music on hold and audio prompts in the system as well as other items within the ViciDial system. They also control the call pacing and other campaign settings while a campaign is running in the call center. A manager can look at performance reports, modify individual customer lead information, listen in on agent phone calls and do many other functions that are needed to run a call center effectively.
This manual is current as of the 2.2.1 release of ViciDial/astGUIclient.
How do the manager administration screens work?
The ViciDial manager administration page(/vicidial/admin.php) gives links to modify many aspects of how the ViciDial systems run. From here you can view real-time reports and modify many kinds of settings. The screen is a fairly basic web page and can be accessed from almost any web browser and even most web-enabled mobile cellphones.
As of the writing of this manual(version 2.2.1), the ViciDial manager administration screens are available fully translated in English, Spanish, Italian, Greek, German, French and Brazilian Portuguese.
The next section of this manual contains tutorials that will show you step-by-step how to set up and use the ViciDial Call Center Suite. The section following the Tutorials will give a basic overview of Outbound dialing regulations in the USA(United States of America), UK(United Kingdom) and Canada, including USA Federal government FTC regulations and various state regulations. The section following the regulations section will go into detail about how most of the manager features work with a description of every screen in the manager sections of the ViciDial management interface.
VICIDIAL CAMPAIGNS Add a New Campaign Copy A Campaign Modify Campaigns Lists Within This Campaign Dialable Leads and Leads in the Hopper Campaign Ranks and Call Counts Campaign-Specific Custom Statuses Campaign Hotkeys Campaign Lead Recycling Auto Alt-Number Dialing Statuses Agent Pause Codes Campaign Survey Campaign List Mix Logout All Agents From a Campaign Delete Campaign Campaign Stats Real-time Campaign Stats Historical and Summary Campaign Reports
VICIDIAL LISTS Add a New List Modify Lists List Statistics Delete List Search For a Lead Modifying a Lead Add or Delete Numbers to/from the Internal and campaign DNC Lists Download List Loading New Leads
VICIDIAL SCRIPTS Add a New Script Modify Script Delete Script
VICIDIAL FILTERS Add a New Filter Modify Filter Delete Filter
VICIDIAL IN-GROUPS Add a New In-Group Copy An In-Group Modify In-Group Inbound Group Agent Rank and Call Count Delete In-Group
VICIDIAL INBOUND DIDS Add a New DID Copy A DID Modify DID Delete DID
VICIDIAL CALL MENUS Add a New Call Menu Copy A Call Menu Modify Call Menu
VICIDIAL USER GROUPS Add a New User Group Modify User Group Delete User Group Group Hourly Report Bulk Group Change
VICIDIAL REMOTE AGENTS Add a New Remote Agent Modify Remote Agent Delete Remote Agent
ADMIN – Advanced Administration
ADMIN - PHONES Add a New Phone Modify Phones Call-In phone entry, dial-in ViciDial agents Delete Phone
ADMIN – PHONE ALIAS
GROUP ALIAS
ADMIN - VICIDIAL CALL TIMES Add a New Call Time Definition Modify a Call Time Definition State-specific Call Time Definitions Delete Call Times Shifts
ADMIN - SERVERS Add a New Server Modify Servers ViciDial Server Trunks Conf File Templates Server Carriers(Trunks)
ADMIN - CONFERENCES and VICIDIAL CONFERENCES Add a New Conference Modify Conferences
ADMIN - SYSTEM SETTINGS ADMIN - SYSTEM STATUSES ADMIN - SYSTEM STATUS CATEGORIES
ADMIN - VOICEMAIL Add a New Voicemail Box Modify Voicemail
ADMIN – AUDIO STORE
ADMIN – MUSIC ON HOLD Add a New Music On Hold Context Modify Music On Hold
ADMIN – TEXT TO SPEECH Add a New Text to Speech Entry Modify Text to Speech Entry
VICIDIAL SCHEDULED CALLBACKS ViciDial Timeclock Timeclock Records Editing User Status Page User Stats Page
VICIDIAL STATS AND REPORTS System-Wide Reports
TIME ON VDAD - Per Campaign TIME ON VDAD – Change In-Groups TIME ON VDAD – Live Audio Monitoring TIME ON VDAD – All Campaigns Summary TIME ON VDAD – SIP or IAX listen and barge
VDAD OUTBOUND REPORT VICIDIAL OUTBOUND INTERVAL REPORT VDAD CLOSER/INBOUND REPORT INBOUND/CLOSER SERVICE LEVEL REPORT INBOIUND SUMMARY HOURLY REPORT INBOUND DID REPORT IVR/CALLMENU REPORT AGENT PERFORMANCE DETAIL REPORT AGENT TIME DETAIL REPORT AGENT STATUS DETAIL AGENT DAYS DETAIL FRONTER – CLOSER REPORT AGENT SPREADSHEET PERFORMANCE USER TIMECLOCK REPORT USER GROUP TIMECLOCK STATUS REPORT EXPORT CALLS REPORT
ADMIN CHANGES LOG Server-Specific Reports
SERVER PERFORMANCE REPORT TIME ON VDAD Report CLOSER INBOUND Time REPORT
PHONE-BASED VICIDIAL FUNCTIONS Generating audio prompts through a phone Blind Monitoring ViciDial Agents Manager Barge-in on ViciDial Agent Calls
