Build Complete Free Call Center Asterisk Issabel VoIP.

Complete Inbound Outbound Call Center Deployment with Data Input forms integration.

Created byNuman Khan

Last updated 4/2020

English

What you'll 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 Issabel Call Center Reports
Explore the Supervisor level Features

Course content

7 sections • 48 lectures • 1h 46m total length

Course Introduction4:20
In this lecture, we will discuss the course overview and objectives in details. The course pre-requisites are also explained.
Instructor Message2:48
Instructor message about the course.
Call Center Concepts2:42
We will discuss the call center concepts in details. Its business advantages and job market.
Types of Call Center1:44
The call center types are discussed like Inbound Outbound and blended call center.
Call Center Components2:35
Roles in Call Center1:39
The key components of call center like Queues and Agents are discussed with examples.
Call Center Analysis & Planning for the Business.2:53
Check list for the call center before you start actual deployment and planning diagram.

Installing & Configuring Issabel Call Center Add on.3:21
In this video lecture, I will show you how to install and configure the Issabel free call center addon.
Convert Issabel Web GUI Theme to Elastix Classic Theme.1:59
Issabel is the fork of Elastix. Since Elastix acquired by proprietary vendor and no longer available as open source VoIP platform.
In this lecture you will learn to change the Issabel web GUI theme to Elastix classic theme to feel comfortable while following examples in this course.
Creating Call Center Roles & Users in Issabel.3:15
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 Issabel for the call center course.
Creating Agents4:01
Agents are the key components of any call center. In this video lecture, I will teach you how to create agents for Issabel call center module.
Configuring Agent Callback Login.1:04
In this lecture, you will be able to learn how to create the call back agents for the call center module.
Creating Agents Break1:51
Agent's break are the standard operating procedure in call center environment. You will learn how to create agent's break or pauses in Issabel call center module.
Creating Call Services Queues - Heart of Every Call Center.8:32
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.
Agent's Script1:36
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.
Creating Forms - Data Input During Live Call1:32
Data capture or input are very common in call center. Issabel 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 Custom Web Page to Pop Up with Call3:45
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 the Customer Phones Contacts List.1:12
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.

Building Inbound Call Campaign4:43
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.
Agent Console - Overview3:44
The agent overview is the agent desktop screen during call center operation. In this video lecture we will overview the agent console of the Issabel call center module.
Agent Console - Call Back Login.1:10
In this video, I will give overview and operation of agent callback login for the agent console.
Putting all together: Testing Inbound Call Campaign with live agent console.5:28
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.

Automated Outbound Predictive Dialer Concept1:38
Automated Outbound Predictive Dialer Introduction and concepts.
Building Outgoing Call Campaign3:05
In this video lecture, you will how to create the outbound call campaign in Issabel call center module.
Creating the CSV File for the Outbound Predictive Dialer2:00
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.
Putting all together: Testing Outgoing Call Campaign with live agent console4:11
Outbound Predictive Dialer live in action for the outbound campaign. I will show the example of Debt Collection scenario.

Elastix Call Center Reports Overview0:55
Elastix Call Center module has plenty of useful reports. In this video lecture I will give an overview of all available reports.
Agent Break Report2:04
The report that will show the details of the agent's break and pauses.
Calls Detail Report1:56
Call Details Reports show details about each call that is proceed in call center.
Calls Per Hour Report1:40
Calls per hour report
Calls Per Agent Report1:37
Calls Per Agent report
Hold Time Report2:34
The Hold Time Report
Agent's Login Logout Report2:50
Agent's Login and Logout Report
Inbound Calls Success Report0:48
Inbound Calls Success Report.
Graphical Report Calls Per Hour1:02
Graphical Report Calls Per Hour
Agent Information Report2:09
Agent Information Report.
Trunk Used Per Hour Report1:13
Trunk used per hour report

Supervisor Activities0:46
Supervisor Job Activities
Call Recording - Listening & Downloading1:08
Call Recording Report.
Call Barging - Intercepting Call Between Agent & Caller.1:06
Call Barging - Intercepting call between agent and caller for the purpose of quality assurance.
Course Conclusion0:37
Final words from Course Instructor.
BONUS Lecture!!!0:21
Take special discount on all my others popular courses.
Call Center Resources0:14
Elastix to Issabel Migration Manual.0:03
Elastix Migration to Issabel - Migration Manual Guide. Please see the attached resource for PDF guide.

Requirements

The Issabel basic knowledge is mandatory before you take this course.
You should be familiar with Issabel concepts like SIP extension, trunks, inbound outbound route.

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 Issabel.

You will be able to confidently deploy Issabel 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 Issabel 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 Issabel 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 this course is for:

This course is meant for intermediate users of Issabel 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.

Build Complete Free Call Center Asterisk Issabel VoIP.

What you'll learn

Explore related topics

Course content

Call Center Concepts & Definitions.7 lectures • 19min

Getting Started - Call Center Core Configurations.11 lectures • 32min

Inbound Call Campaign.4 lectures • 15min

Outbound Call Campaign4 lectures • 11min

Reports & Statistics11 lectures • 19min

Realtime Dashboard & Live Wallboard4 lectures • 7min

Supervisor Level Functions & Features for Quality Assurance.7 lectures • 4min

Requirements

Description

Who this course is for: