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
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.
In this lecture, we will discuss the course overview and objectives in details. The course pre-requisites are also explained.
We will discuss the call center concepts in details. Its business advantages and job market.
The call center types are discussed like Inbound Outbound and blended call center.
The key components of call center like Queues and Agents are discussed with examples.
In this video lecture, I will show you how to install and configure the Elastix free call center addon.
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.
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.
In this lecture, you will be able to learn how to create the call back agents for the call center module.
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.
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 script are like handy note or screen assistance note for each campaign. In this lecture you will learn how to create agent's script.
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.
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.
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.
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.
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.
In this video, I will give overview and operation of agent callback login for the agent console.
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 Introduction and concepts.
In this video lecture, you will how to create the outbound call campaign in Elastix call center module.
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.
Outbound Predictive Dialer live in action for the outbound campaign. I will show the example of Debt Collection scenario.
Elastix Call Center module has plenty of useful reports. In this video lecture I will give an overview of all available reports.
The report that will show the details of the agent's break and pauses.
Call Details Reports show details about each call that is proceed in call center.
Calls per hour report
Calls Per Agent report
The Hold Time Report
Agent's Login and Logout Report
Inbound Calls Success Report.
Graphical Report Calls Per Hour
Agent Information Report.
Trunk used per hour report
Elastix Call Center Real Time Dashboard & Wall Board.
Agent Monitoring Report
Incoming Calls Monitoring Report.
Inbound & Outbound Call Campaign Monitoring.
Supervisor Job Activities
Call Recording Report.
Call Barging - Intercepting call between agent and caller for the purpose of quality assurance.
Final words from Course Instructor.
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.