Escolar Documentos
Profissional Documentos
Cultura Documentos
Presented by:
Lenz Emilitri
Founder, Loway
@lenz
Today's topics
We want to:
● Set up QueueMetrics with Icon
● Running on Elastix 2.4
● With CRM integration (vTiger)
● With a working embedded softphone
● Working for Inbound queues and Outbound
campaigns
Our plan (in depth)
● Prepare Elastix
● Update to Asterisk 11 to activate WebRTC
● Create queues and SIP extensions
● Manually configure SIP for WebRTC
● Configure vTiger CRM
● Prepare QueueMetrics
● Install QueueMetrics from the Elastix Add-Ons
● Configure queues and agents in QueueMetrics
● Enjoy!
Expected configuration
Callers Queues Extensions Agents
SIP/150 300
InboundQ
SIP/151
SIP/101 Agent/101
301
OutboundQ
➔ We need to upgrade
Asterisk to version 11 in
order to have WebRTC
● Access System menu
● Select Configuration
● Select Packages
Upgrading Asterisk (2/2)
https://github.com/Loway/QueueMetricsHowTos/blob/m
aster/AgentPage_WebRTC_Elastix.md
Show/hide
panels
Call
lists
Soft
phone
Possible Agent
queues ready
Move
Current resize
queues windows
When done you can close the window. The agent status icon is
green – agent is ready for work
Icon: answering calls
When an incoming call appears, you hear ringing and the soft
phone starts flashing. If it is hidden, it will appear on page
Put caller
on-hold
Of course you can use Icon just as well using any phone!
Icon: CRM integration
When a call is received, the CRM panel is opened. The screen is
then used for your CRM app
Show
Hidden
windows
Set call
outcome
Current
call
You can turn on and off panels as you need them, or hide them all using
Alt+0. You can safely hide the softphone – it will pop automatically when a
new call is received
Icon: Pauses
Agents can pause at any time. The supervisor is immediately aware.
Agents can see their current status by flying over their name
Select
pause codes
Recap of
agent state
All pause codes and call outcomes can be customized. You can
define aggregation codes to create payroll and rebilling
Icon: Manual outbound
To dial out manually, you have to open the Dialout panel and
enter the number you want to dial
#1
Dial number
#2
Phone rings
#3
CRM opens
Start QA
scoring
QA form
appears
Icon: Intranet links
You can have multiple links embedded in the control bar –
everything they need is quickly available for agents
Broadcast
message
QA Scoring
On agent's call
loway.ch/elastix-promotion.jsp
QueueMetrics www.queuemetrics.com
WombatDialer www.wombatdialer.com
Loway www.loway.ch
The programmer to his son: "Here, I brought you a new basketball."
"Thank you, daddy, but where is the user's guide?"
Contact us
facebook.com/QueueMetrics linkedin.com/company/loway
plus.google.com/+QueuemetricsCallCenter twitter.com/queuemetrics
youtube.com/user/QueueMetrics pinterest.com/QueueMetrics