VoIP PBX & Call Center on Asterisk 18 Issabel [Master Class]

In this lecture, you will learn key network elements that affect the VoIP quality and how to fix the network elements to get optimum voice quality.

In this lecture, You will learn the common network services that are required to ease the bulk IP phones deployment in VoIP network.

The course project discussion and briefing about all the components and features that needs to be build in this course project.

In this lecture, I will show you how to select the right hardware for your telephony server.

• In this lecture, we will learn to download the Issabel PBX software from Isabel website. http://issabel.org

• Choosing Isabel platform

• 32 Bits

• 64 Bits

To determine the computer that you are using for the Issabel installation is either 32 bits or 64 bits. Check the computer BIOS setting for CPU info. In general 32 bits, an operating system can be installed on 64 bits CPU. If you are using a virtual environment. You can always check the host operating system CPU details.

In this lecture, you will to install the Issabel 5 with Asterisk 18 on Rocky Linux 8.x.

In this part of the lesson, we will see the Issabel installation wizard. Selecting the right options while installing Issabel. We will also show you to choose between different versions of Asterisk for the installation.

In this lecture, you will learn to install Issabel latest ISO installation over Microsoft Hyper-V on Windows 11 PRO. 

• Learn how to use SSH Putty to access Issabel command line from MS Windows PC.
• Update the Issabel Core.
• Check Asterisk verison.
• Note down the Issabel IP address.
• Open the web browser on other Windows/MAC/Linux machine to access the Issabel web GUI using the Issabel IP.

In this lecture, You will learn to change the Issabel default theme to Elastix. If you want to follow screen by screen in this course. 

Practical Activity 01

In this lesson, we will use credentials created during the Issabel 5 installation to log in to the newly installed Issabel server. We will access the PBX tab to show the telephony-related features and configurations.

In this lesson, we will use credentials that are created during Issabel installation to login to the newly installed Issabel server. We will access the PBX tab to show the telephony related features and configurations.

Listing the extensions that we will create in our Issabel IP PBX.

In the lesson, students will learn how to create a sip phone extension and the details require to complete the extension setup. We will create 4 extensions as discussed in course project.

After the extensions are successfully created. Next these extension needs to be assigned to the end point devices that include desk phones and soft phone. We will use Digium and Yealink for desk phones. Zoiper and Xlite for the soft phone. These configurations remain same for any SIP device available in market.

In this video lecture, I will show you Zoiper soft phone - software base phone configurations and registering with Issabel.

In this lecture, you will learn to configure the zoiper softphone on a mobile device.

Configuring Xlite softphone and registering with Issabel server.

In this lecture, you will learn about bases of IP Desk Phone and various configurations methods.

IP Desk Phones overview.

Yealink Phones are the most cost effective SIP Desk Phones. In this lecture I will show you how to configure the yealink phone through web GUI and registering it with Issabel.

DIGIUM Phones are specially build for Asterisk. It has tight integration with Asterisk. As Issabel voice core is based on Asterisk therefore these phones are more favorites when it comes phones deployment.

In this video, I will show how to configure DIGIUM D70 phone model and register it with Issabel.

In this lecture, You will learn to configure the SIP extension using Polycom IP Desk Phone web Interface.

In this lecture, You will learn the auto-provisioning feature of Issabel using End Points Configuration available in Issabel 4.

This is the most interesting lecture, as the students will say things in action.

We will test our first internal call between extensions that we created in Issabel IP-PBX.

Practical Activity 02

Once your phones are working internally. Its time to go for outside connectivity. In this lecture, I will show you the trunk outside connectivity with Issabel. 

This lecture is more interesting. We will see use TDM analog phone card that we have installed.

Understanding Dial Pattern and its rules for making calls. Utilizing Dial Pattern in outbound calls.

In this lecture, You will learn the ability to control dialing access permission on each extension.

like allowing local, national or international dialing access on particular extension using Class of Service feature of Issabel.

This is the most exciting lecture, I will show you connecting two Issabel Servers via SIP trunk. These two servers can be anywhere. You can use the same concept if you need multi site connectivity like Head office and branch offices etc.

In this lecture, I will show you the Inbound DID - Direct Inward Dialing configurations.

Ring group is a handy feature where you want to ring multiple phones together, for example Sales or support team can have more extensions and all of them can ring together if required.

I will show you how you can upload the voice message or prompts to the Issabel server and can use in different situations like IVR or announcement etc.

IVR - Interactive Voice Response configurations and standard practices.

Voicemail and Voicemail to Email configurations.

Fellow ME Settings - Route Your calls automatically if you don't answer it.

In this video, I will show you how to make different announcement to be used in various situations in Issabel IP-PBX.

Configure the working and non working hours of your business on your phone system. So if your customers call after working hours it will be automatically route to the voicemail or anywhere as per your need.

Combing all components IVR, Announcement, Time Conditions and Inbound DID configurations to give a more professional or commercial look to your Phone System.

CDR - Call Details Report - Call Accounting. You will know all your phone system statistics in single report.

Missed Call Report and Summary Report.

In this lecture, You will learn to setup the Post Paid Billing module available in Issabel.

Call Recording is a key feature in most of the business. I will show you how to enable the call recording and how to get the call recording report and audio files.

In this video, I will show you how to enable the PIN code on long distance calls or international calls. You can protect your phone system from being miss used.

Audio Conferencing is key business needs. I will show how to configure the conference room and access conference number with PIN code and all related parameters in this lecture.

Call Parking a key feature of modern phone system. I will show you how to configure the call parking in Elastix IP PBX.

In this lecture, You will learn to setup the Paging feature in Issabel.

Issabel Users & Groups Management and Access Permission.

Operator Panel Overview & features.

Issabel inbuilt Address Book Overview and usage.

Issabel Phone System Features Code.

Issabel Addon Market Place.

Issabel Backup & Restore Feature.

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.  

Components of Call Center.

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

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

In this video lecture, I will show you how to install and configure the Issabel 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 Issabel 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 Issabel 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 Issabel 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. 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.  

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 Issabel 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 call appear on agent console.