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Build Complete Free Call Center Using Asterisk Elastix VoIP

Complete Call Center Deployment.
4.7 (15 ratings)
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119 students enrolled
Created by NEF System
Last updated 7/2016
English
$10 $30 67% off
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Includes:
  • 2 hours on-demand video
  • 1 Article
  • 8 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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Description

The course focus on to build full features inbound & outbound call center from novice to a paid professional using open source VoIP platform such as Elastix.

You will be able to confidently deploy Elastix free call center module and will learn to build inbound call campaign integrated with web forms or custom pop up CRM page that trigger on answer calls.

In Outbound Call campaign you will be able to take full advantage of using the Elastix free Predictive dialer by loading CSV data.

The course starts with call center concepts and definitions that include call center types, core components and roles for call center operation.

Further course is designed with real and practical approach using screen cast. That help you to

  • ·         Install & configure the Elastix Call Center module.
  • ·         Users & Roles creation for Call Center.
  • ·         Agent’s Creation
  • ·         Agent’s Breaks & Pauses. 
  • ·         Call Services Queues & related configurations for call Queues.
  • ·         Data Input Web Forms.
  • ·         Custom Web Page or CRM pop up page Integration.
  • ·         Inbound Integrated Call Campaign
  • ·         Outbound Automated Predictive dialer loaded with CSV data.
  • ·         Real time dashboard and live wallboard
  • ·         Supervisory features and call recording.
  • ·         Call Center statistical reports for analysis.

 Want to deploy call center in your business or want to start industry demanding call center solutions and services for your customers.

Then off course this course is for you. 

Who is the target audience?
  • This course is meant for intermediate users of Elastix Unified Communication IP Telephony Software and want to use the free call center module.
  • Any business that needs to implement free open source call center.
  • Unlock the full potential of free open source call center software.
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What Will I Learn?
Start exciting career in high demanding call center industry
Learn to configure complete standard commercial call center based on Open Source Technologies.
Take your business to the next level by installing call center by yourself.
Implement Inbound Outbound Campaigns.
integrate your business CRM application with call center.
Use Predictive Dialer load CSV list of customers and broadcast calls.
Trigger Incoming POP screen with customer name and details.
Understand the Elastix Call Center Reports
Explore the Supervisor level Features
View Curriculum
Requirements
  • The Elastix basic knowledge is mandatory before you take this course.
  • You should be familiar with Elastix concepts like SIP extension, trunks, inbound outbound route
Curriculum For This Course
Expand All 44 Lectures Collapse All 44 Lectures 01:44:56
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Call Center Concepts & Definitions.
6 Lectures 15:57

In this lecture, we will discuss the course overview and objectives in details. The course pre-requisites are also explained. 

Preview 04:24

We will discuss the call center concepts in details. Its business advantages and job market. 

Preview 02:42

The call center types are discussed like Inbound Outbound and blended call center. 

Preview 01:44

Call Center Components
02:35

The key components of call center like Queues and Agents are discussed with examples. 

Roles in Call Center
01:39

Check list for the call center before you start actual deployment and planning diagram. 

Preview 02:53
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Getting Started - Call Center Core Configurations.
10 Lectures 33:16

In this video lecture, I will show you how to install and configure the Elastix free call center addon. 

Installing & Configuring Elastix Call Center Add on.
06:28

To manage and smooth operation of call center. The users and theirs permission roles are required. In this video I will show you how to create users and group permission in Elastix for the call center course. 

Creating Call Center Roles & Users in Elastix
03:15

Agents are the key components of any call center. In this video lecture, I will teach you how to create agents for Elastix call center module. 

Creating Agents
04:01

In this lecture, you will be able to learn how to create the call back agents for the call center module. 

Configuring Agent Callback Login.
01:04

Agent's break are the standard operating procedure in call center environment. You will learn how to create agent's break or pauses in Elastix call center module.  

Creating Agents Break
01:51

As lecture title shows - Queues are the heart of every call center. You will be able to create configure Queues and related parameters in this video lecture. 

Creating Call Services Queues - Heart of Every Call Center.
08:32

Agent's script are like handy note or screen assistance note for each campaign. In this lecture you will learn how to create agent's script. 

Agent's Script
01:36

Data capture or input are very common in call center. Elastix Call Center module offers the easy to use way for creating such forms with out requiring you to write code. In this lecture, I will show you how to create the forms that will be used in various campaigns. 

Creating Forms - Data Input During Live Call
01:32

To increase the agent's productivity. Its very useful to trigger a page url with incoming or outgoing calls. This page url may be from your CRM or your web app. In this video lecture I will show you the configuration of the external URL and its related parameter. 

Creating Custom Web Page to Pop Up with Call
03:45

In this lecture, you will learn how to create the customer phone contact CSV file. This csv file is used in call center module for the call information. 

Creating the Customer Phones Contacts List.
01:12
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Inbound Call Campaign.
4 Lectures 15:05

After creating all the essential components for the campaign. In this video lecture I will show you how to create your first inbound call campaign. 

Building Inbound Call Campaign
04:43

The agent overview is the agent desktop screen during call center operation. In this video lecture we will overview the agent console of the Elastix call center module. 

Agent Console - Overview
03:44

In this video, I will give overview and operation of agent callback login for the agent console. 

Agent Console - Call Back Login.
01:10

This is the most interesting video lecture, you will see in action all the inbound call campaign components. I will show you how the live work appear on agent console. 

Putting all together: Testing Inbound Call Campaign with live agent console.
05:28
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Outbound Call Campaign
4 Lectures 10:54

Automated Outbound Predictive Dialer Introduction and concepts. 

Automated Outbound Predictive Dialer Concept
01:38

In this video lecture, you will how to create the outbound call campaign in Elastix call center module. 

Building Outgoing Call Campaign
03:05

Once the outbound call campaign is ready. We need to upload the CSV file data to make automated outbound calls. In this video lecture, I will show you how to upload the CSV file to the outbound campaign. 

Creating the CSV File for the Outbound Predictive Dialer
02:00

Outbound Predictive Dialer live in action for the outbound campaign. I will show the example of Debt Collection scenario.  

Putting all together: Testing Outgoing Call Campaign with live agent console
04:11
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Reports & Statistics
11 Lectures 18:48

Elastix Call Center module has plenty of useful reports. In this video lecture I will give an overview of all available reports. 

Elastix Call Center Reports Overview
00:55

The report that will show the details of the agent's break and pauses. 

Agent Break Report
02:04

Call Details Reports show details about each call that is proceed in call center. 

Calls Detail Report
01:56

Calls per hour report

Calls Per Hour Report
01:40

Calls Per Agent report

Calls Per Agent Report
01:37

The Hold Time Report

Hold Time Report
02:34

Agent's Login and Logout Report

Agent's Login Logout Report
02:50

Inbound Calls Success Report. 

Inbound Calls Success Report
00:48

Graphical Report Calls Per Hour

Graphical Report Calls Per Hour
01:02

Agent Information Report. 

Agent Information Report
02:09

Trunk used per hour report

Trunk Used Per Hour Report
01:13
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Realtime Dashboard & Live Wallboard
4 Lectures 07:04

Elastix Call Center Real Time Dashboard & Wall Board. 

Elastix CallCenter Real Time Dashboard & Wall Board
00:50

Agent Monitoring Report

Agent Monitoring Report
02:39

Incoming Calls Monitoring Report. 

Incoming Calls Monitoring Report
01:47

Inbound & Outbound Call Campaign Monitoring. 

Campaign Monitoring
01:48
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Supervisor Level Functions & Features for Quality Assurance.
5 Lectures 03:56

Supervisor Job Activities  

Supervisor Activities
00:46

Call Recording Report. 

Call Recording - Listening & Downloading
01:08

Call Barging - Intercepting call between agent and caller for the purpose of quality assurance. 

Call Barging - Intercepting Call Between Agent & Caller.
01:06

Final words from Course Instructor. 

Course Conclusion
00:37

Call Center Resources
00:19
About the Instructor
4.5 Average rating
82 Reviews
369 Students
2 Courses
e-learning

NEF system is the leading e-learning provider for VoIP related training and services. It offers wide array of training and services related to VoIP telephony, contact center and CRM. It has expert and certified team to conduct training both onsite and video based. The training portfolio includes Linux, Networking and Open Source IP Telephony and Call Center Solution.

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