http://wiki.astercrm.org/ 2012-05-20T10:49:03+08:00 http://wiki.astercrm.org/ http://wiki.astercrm.org/lib/tpl/default/images/favicon.ico text/html 2011-10-18T15:37:14+08:00 http://wiki.astercrm.org/doku.php?id=%E5%AE%A2%E6%88%B7%E5%88%86%E9%85%8D&rev=1318923434&do=diff 上级可以通过客户分配这个模块对客户进行具体化、细致化，分区域分部门的分配。 这里您可以根据不同区域，不同业务的需要，选择您想分配的客户给指定的坐席，来胜任更好地工作。在分配客户一栏里，选择“按选中客户分配” ；在分配至后面选择要分配至的区域、部门、部门组、工作组、销售人员，然后在客户列表中选择客户分配给指定的负责人员手里。 text/html 2011-10-18T15:40:20+08:00 http://wiki.astercrm.org/doku.php?id=%E6%95%B0%E6%8D%AE%E5%AF%BC%E5%85%A5&rev=1318923620&do=diff 这一模块可以将客户的信息对应字段的信息逐一批量、快速地导入到客户列表当中去。省去了坐席一个一个对应客户列表录入资料的时间。 选择要导入的文件，文件上所有的数据将出现在界面右侧。选择要导入进的表中，根据表中的字段依次对应数据选择。最后将数据导入表。 text/html 2011-10-18T16:55:06+08:00 http://wiki.astercrm.org/doku.php?id=%E6%9F%A5%E9%87%8D&rev=1318928106&do=diff 可以根据客户名称或者电话快速查询该客户是否存在于客户资料库中，为了避免重复所有的查询都是按照包含匹配的，只要包含待查询客户名称里的相关字段，就都会显示在客户资料列表中。 text/html 2011-10-18T15:33:19+08:00 http://wiki.astercrm.org/doku.php?id=%E8%81%94%E7%B3%BB%E4%BA%BA%E7%AE%A1%E7%90%86&rev=1318923199&do=diff 联系人管理与客户管理操作方法大致相同，功能相当于客户管理下客户资料内的添加联系人功能。您可以按客户名称为搜索条件选择所要添加联系人的目标客户。 选择客户后添加联系人的信息 text/html 2011-11-09T10:16:14+08:00 http://wiki.astercrm.org/doku.php?id=account_manage&rev=1320804974&do=diff Click ‘extension’ AsterCRM account management is used to manage users of the system, (Data Sheet: astercrm_account) You can add this feature to groups and users. * Add Group * Add Account text/html 2011-11-09T11:32:55+08:00 http://wiki.astercrm.org/doku.php?id=add_account&rev=1320809575&do=diff add User * Extension: Asterisk distribution out by the numbers, the number must be numeric. * Dynamic agent:Automatic Call Distribution can be achieved (ACD) functionality.When a call into the queue, this call will be forced to answer automatically assigned to dynamic seats, allocation rules can be manipulated by setting the queue policy.(Note: The seats must be logged in the queue, and keep logged in to dispatch at any time to answer the call through the queue) * Extensions: the user na… text/html 2011-11-10T10:22:36+08:00 http://wiki.astercrm.org/doku.php?id=add_diallist&rev=1320891756&do=diff Add diallist Click add, it will pop_up “Figure 2”: * number:dial number * assign to:assign to the agent * Dialtime:for regular dial, use dialer.pl when the timer dial to dial based on the time; * Group Nam:Select a group name, this record belongs to this group; * Campaign Name:Reference to previously created Campaign. text/html 2011-11-09T10:34:35+08:00 http://wiki.astercrm.org/doku.php?id=add_group&rev=1320806075&do=diff Add group Click the ‘Group Manage’ button to enter into the group page Click the add button in the above picture will see the add page * incontext:set context for predictive dial * outcontext:a customer calls automatically after dialing the access system in the context of exten name * force monitor:The default is no, is not recording, when dialin or dialout execute recording,set it true. * first ring:who will be ringed first,default is caller * allowloginqueue:whether this gr… text/html 2011-11-10T11:00:10+08:00 http://wiki.astercrm.org/doku.php?id=agent_setting&rev=1320894010&do=diff Agent setting Add a dynamic agent for the system Into the dynamic agent settings page, click the 'Add' button will see the following * Agent: Dynamic agent's login ID * Password: Dynamic agent password * Name: the name of the dynamic agent text/html 2011-11-10T18:42:26+08:00 http://wiki.astercrm.org/doku.php?id=agent_status&rev=1320921746&do=diff Agent Status ---------- By looking at the “Picture 1” You can know the online status of other agents, and agents by clicking the dial-up telephone effect see “Figure 2”, “Figure 3” shows the function of monitoring. Note: This extension list will be added through the account management, specifically see the “Account Management” section. Note: This extension list will be added through the account management, specifically see the “Account Management” section. text/html 2011-11-07T14:12:18+08:00 http://wiki.astercrm.org/doku.php?id=astercrm_manual_install&rev=1320646338&do=diff 1.get software packages from astercc.org,unzip and move the directory to your web directory astercc.org cd /usr/src wgethttp://astercc.org/download/astercc-0.2-beta.tar.gz tar zxvf astercc-0.2-beta.tar.gz mv ./ astercc-0.2-beta /var/www/html/asterCC Strongly remommended that move the scripts directory to the higher security level position, such as /opt,not your web directory(the second step will be this operation) text/html 2011-11-08T10:25:55+08:00 http://wiki.astercrm.org/doku.php?id=asterisk&rev=1320719155&do=diff Asterisk Server：Asterisk server address Port：Default Asterisk AMI port, it's 5038 by default Sername：AMI username Secret：AMI password Monitorpath：the path recording file will store, the fils will store on Asterisk server not asterCRM server Monitorformat：format of the record file text/html 2011-11-09T17:08:49+08:00 http://wiki.astercrm.org/doku.php?id=auto_dial&rev=1320829729&do=diff Auto dial ---------- If there are numbers in the diallist,there will appear the function like in the following picture, agents just need to click “Start Dialing” button will automatically dial a list drawn from a number to dial.Application of this model, you need to specify a customer number assigned seats in the list, when the agent login to the system to work, he will wait to see how many calls I have the task, when the agent is ready, he can click on the page 'start dialing button', AsterCR… text/html 2011-11-05T11:03:54+08:00 http://wiki.astercrm.org/doku.php?id=automatic_installation&rev=1320462234&do=diff Auto install asterisk, freepbx, astercc,there are two install scripts, install_VoIP_Ubuntu and install_VoIP_CentOS text/html 2011-11-09T13:09:15+08:00 http://wiki.astercrm.org/doku.php?id=campaign_pannel_queue&rev=1320815355&do=diff Campaign Pannel(Queue) The content external brackets,such as 123 is the campaign ,the content in brackets is the queue * [login] you can take the campaign to login the queue * [logoff] logoff the queue * [pause] pause the campaign in the queue * [Continue] continue text/html 2011-11-10T10:52:43+08:00 http://wiki.astercrm.org/doku.php?id=campaign_result&rev=1320893563&do=diff Campaign result click 'Campaign Result' to enter the page and click the 'Add' button * Result Name: to add a name to the dial-up results * Result Note: The results add to the dial-up captions * ANSWERED and NOANSWER: a campaign results * Group: Select a group name, associated with the campaign under the corresponding group * Campaign Name: Reference to previously created campaign, the campaign result belongs to campaign * Parent Result Name: Select parent results, you can n… text/html 2011-11-10T10:18:27+08:00 http://wiki.astercrm.org/doku.php?id=create_campaign&rev=1320891507&do=diff create diallist click 'campaign' ,like this: click 'Add',it will pop_up this figure: * CampaignName:set the campaign name * Campaign Note:set the campaign note * Outcontext:outside the system call to specify a route used when (asterisk context name, such as: freePBX in from-internal); * Incontext:Use pre-dialing, when customers connect the phone, to call into to this route (asterisk context name, such as: freePBX in from-trunk) for processing; * Group:this calling plan assi… text/html 2011-11-09T16:21:45+08:00 http://wiki.astercrm.org/doku.php?id=crm_customer_manage&rev=1320826905&do=diff CRM customer manage IntelliSense features: When you enter the information system will prompt a similar intelligent customer name, the effect is as below: * Customer Name: Enter the company name, click on the details link will list the specific details fill in the information. * Contact: Fill in the contact name.Click the details link will list the specific details of complete information. text/html 2011-11-10T09:57:10+08:00 http://wiki.astercrm.org/doku.php?id=customer_contact_manage&rev=1320890230&do=diff Customer & contact manage Click 'customer' You can add,delete,edit and export the customer information note：systemadmin can manage all the customer information,teamadmin just manage the customer information under his group text/html 2011-11-07T15:48:38+08:00 http://wiki.astercrm.org/doku.php?id=database&rev=1320652118&do=diff database Dbtype：database type Dbhost：database server address Dbname：database name Username：database username Password：database password text/html 2011-11-10T10:28:07+08:00 http://wiki.astercrm.org/doku.php?id=dialer&rev=1320892087&do=diff dialer click 'dialer' if you are admin,you can see all the camaigns,if you are groupadmin,you can see all the campaigns by this group.Select / set maximum number of concurrent strategies or restrictions under the seats and increase the queue, select the start option in the campaign box, start the pre-dialing. text/html 2011-11-08T18:20:27+08:00 http://wiki.astercrm.org/doku.php?id=diallist&rev=1320747627&do=diff diallist * popup_diallist: if popup customer infomation in diallist text/html 2011-11-10T10:01:35+08:00 http://wiki.astercrm.org/doku.php?id=diallist_campaign&rev=1320890495&do=diff diallist & campaign Click 'diallist', This function is compatible with predictive dialer * Create Campaign * Add Diallist text/html 2011-11-10T11:17:03+08:00 http://wiki.astercrm.org/doku.php?id=dnc_list&rev=1320895023&do=diff DNC list Set the dnc list,the number in this dnc list by the group won't be called.If admin,you will see all the dnc number and can add the dnc number for any group,if groupadmin,you will the dnc number by your group and add dnc number for your group. text/html 2011-11-07T14:36:21+08:00 http://wiki.astercrm.org/doku.php?id=enter_into_the_system&rev=1320647781&do=diff Login the system The default systemadmin username:admin password:admin Enter into the system Click 'Manager' to visit the system default page,like this： text/html 2011-11-08T18:13:36+08:00 http://wiki.astercrm.org/doku.php?id=external_crm&rev=1320747216&do=diff External CRM * enable_external_crm: if asterCRM use external CRM software * open_new_window: if asterCRM open a new browser window when popup * external_crm_default_url: when using external CRM, the default page to be displayed * external_crm_url: when asterCRM need to pop up, which url would recevie the event, %callerid: %calleeid: %method dialout or dialin text/html 2011-11-09T13:11:31+08:00 http://wiki.astercrm.org/doku.php?id=group_pannel&rev=1320815491&do=diff Group Pannel By this pannel,we can know the other user under this group ,mouse on the user,can see the operations,red state shows on the call,you can spy and whisper operation. Green state shows it is idle,you can choose Dial or Invite operations. text/html 2011-11-10T09:56:54+08:00 http://wiki.astercrm.org/doku.php?id=import_customer&rev=1320890214&do=diff Import customer Click 'import' You can import the customer functions, customer information to Excel or CVS to upload into the system In the menu bar click on “Import” to enter into the page, then click Browse to select the excel file to be uploaded; text/html 2011-11-09T17:15:47+08:00 http://wiki.astercrm.org/doku.php?id=incoming_popup&rev=1320830147&do=diff Incoming Popup ---------- Incoming or outgoing under the map window will pop up (set to support missile-screen feature see “System Settings” chapter), complete a record through the first time, will be displayed directly after the call. * Add a Record: displays the incoming phone number. * Customer Name: Enter the company name, click on the link will list the specific details fill in the information. * Contact: Fill in the contact name.Click the link will list the specific details of co… text/html 2011-11-08T15:38:59+08:00 http://wiki.astercrm.org/doku.php?id=installation_script&rev=1320737939&do=diff Create database,asterCRM need to work on mysql 4.1 or higher Suppose the root directory for the web is /var/www/html/。 You need to create database first mysqladmin -uyourmysqluser -pyourmysqlpasswd create astercc Set install.sh permission(the script in the default directory) text/html 2011-11-10T11:06:42+08:00 http://wiki.astercrm.org/doku.php?id=knowledge&rev=1320894402&do=diff Knowledge Create the knowledge for the group,if you don't choose a group,it will be the public knowledge in the system.This page can be saw by admin,other accounts can not see it. Into the knowledge page,click the 'Add' button,you will see * Knowledgetitle: Knowledge of the title * Content: Content of the knowledge * Group: Select a group, and this knowledge will belong to this group text/html 2011-11-08T18:23:37+08:00 http://wiki.astercrm.org/doku.php?id=license&rev=1320747817&do=diff license * Licence to: input your company/organization * Channels: you needed the number of concurrent channels * Key: License key text/html 2011-11-09T15:51:12+08:00 http://wiki.astercrm.org/doku.php?id=my_diallist&rev=1320825072&do=diff click 'My Diallist' to view the diallist If there are the unfinished number,it will appear in the diallist pop_up page.You can also click the 'Add' button to add. text/html 2011-11-09T16:06:22+08:00 http://wiki.astercrm.org/doku.php?id=my_ticket&rev=1320825982&do=diff click 'My Ticket',view the tickets assigned to myself,as shown Click any one of them,it will popup the ticket's edit page Can change this ticket's customer, attributes, notes, this ticket can be assigned to other account under this group text/html 2011-11-10T10:38:22+08:00 http://wiki.astercrm.org/doku.php?id=mycdr&rev=1320892702&do=diff Mycdr This feature allows you to view all the phone system, detailed records of incoming and outgoing. Note: When the system administrator for the group when the user display only the extension of the group. When the display system when the system administrators of all extensions, and the need to explain the billing is asterbilling (asterrc need to start the process of setting rates in asterbilling section and the need for billing extension) system completed。 text/html 2011-11-08T18:21:33+08:00 http://wiki.astercrm.org/doku.php?id=other&rev=1320747693&do=diff other * google map key: google map key text/html 2011-11-07T14:46:53+08:00 http://wiki.astercrm.org/doku.php?id=preference&rev=1320648413&do=diff Click ‘preference’. In order to set the preference simply ,you can modify the system by this preference text/html 2011-11-10T10:54:39+08:00 http://wiki.astercrm.org/doku.php?id=queue_status&rev=1320893679&do=diff Queue status View the status of the queue system, if the admin will see all the queue informations, and if groupadmin, will see the queue by this group click 'Queue Status',you will see this page: In the picture above you can see, there are monitor, whisper, hang up, pause, logoff etc, respectively, the corresponding function. text/html 2011-11-09T17:30:13+08:00 http://wiki.astercrm.org/doku.php?id=recentcdr&rev=1320831013&do=diff RecentCDR This feature will display all of your dialin,dialout record and recording.See the following figure: text/html 2011-11-10T10:48:00+08:00 http://wiki.astercrm.org/doku.php?id=report&rev=1320893280&do=diff Report query the account's CDR Click 'Report' In the above,the type is 'None',so you can see this Type selection is the “list”, the show is as follows Select the “Sum By Year”, “Sum By Month”, “Sum By Day” “Sum By Hour”, the display format similar to the following text/html 2011-11-09T17:18:51+08:00 http://wiki.astercrm.org/doku.php?id=speed_dial&rev=1320830331&do=diff Speed dial This feature allows you to dial-up customer's number quickly, in the input box, enter the customer number in the drop-down list, select a Speed Dial number (speed dial number in the background added to the list of numbers in page, the default number for the agents), then click the 'dial' button, this time the system automatically dial the input box number, when the call is connected, the call sent to the selected speed dial number (eg, speed dial telephone number for a team meeting r… text/html 2011-11-10T11:32:28+08:00 http://wiki.astercrm.org/doku.php?id=speeddial&rev=1320895948&do=diff Speeddial By adding a speed dial number, will facilitate the rapid call customer call agent. click ‘Speeddial’,it will display this picture * Number: speed dial numbers used by the agent or other asterisk exten (example: queue number). * Description: Description of the record. * Group name: assign a group, that is, which groups can use this number. text/html 2011-11-08T17:44:34+08:00 http://wiki.astercrm.org/doku.php?id=start&rev=1320745474&do=diff About asterCRM asterCRM is an open resource contact center solution for asterisk,AMI port-based network connection with the asterisk,asterCRM can work with any system based on Asterisk.asterCRM use the advanced ajax technology,user can realize all the call center functions by a browser,e.g. incoming popup、click to dial、call recording/monitoring、dialer etc.compatible whith the call center functions,asterCRM also provides basic CRM functionality,such as User information management、Call history re… text/html 2011-11-10T09:56:26+08:00 http://wiki.astercrm.org/doku.php?id=statistic&rev=1320890186&do=diff Click 'statisic' You can analysis the survey information by this function,like this text/html 2011-11-08T18:16:27+08:00 http://wiki.astercrm.org/doku.php?id=survey&rev=1320747387&do=diff survey * enable_surveynote: if need a note after survey option * close_popup_after_survey: if need close all popups after survey saved text/html 2011-11-09T11:47:17+08:00 http://wiki.astercrm.org/doku.php?id=survey_manage&rev=1320810437&do=diff Click 'survey' Management functions through the questionnaire, you can conduct a questionnaire survey currently only supports single, multiple choice, text type selection (results shown in Figure 1). When a customer calls will add pop-up (results shown in Figure 2) text/html 2011-11-08T10:57:31+08:00 http://wiki.astercrm.org/doku.php?id=system&rev=1320721051&do=diff system * Eventtype: where astercrm get asterisk call events, set to curcdr when using astercc * log_enabled: if enable astercrm log * log_file_path: file path of the log file * astercc_path: path of astercc daemon * outcontext: when agent dial external number in asterCRM, which context in Asterisk it would use * incontext: when agent dial internal number in asterCRM, which context in Asterisk it would use * stop_work_verify: if need to enter accountcode/password of admin or groupa… text/html 2011-11-10T10:32:02+08:00 http://wiki.astercrm.org/doku.php?id=system_status&rev=1320892322&do=diff Click 'system' Note: When the system administrator user group member of the panel shows only the extension and the channel status, the system administrator when the system will display all the extensions and the channel status. * System state by looking, you can know which lines are the current call status and monitoring an agent calls.The following is effects: * Red: Indicates that a call which is currently (during the extension may be monitor, whisper, forced hang up function). * Green… text/html 2011-11-10T11:28:52+08:00 http://wiki.astercrm.org/doku.php?id=ticket_category&rev=1320895732&do=diff Ticket category Create a ticket category, if admin, you will see all of the ticket categories,if groupadmin,you will see the ticket categories by your group. click 'Ticket Category',into the page,then click the 'Add' button,you will see: * Ticket Name:the name of the appropriate ticket category * Group:select a group,then this ticket category will belong to this group * Campaign:select a campaign,then this ticket category will be related with the campaign * Parent Category:If you… text/html 2011-11-09T17:23:02+08:00 http://wiki.astercrm.org/doku.php?id=transfer_number&rev=1320830582&do=diff Transfer number If there is the incoming call,you can select the drop-down list box and click the adapter's transfer agent (you can also manually enter numbers and then transfer),then the phone will transfer handled by the agent. Effect “Picture 2” text/html 2011-11-10T10:36:56+08:00 http://wiki.astercrm.org/doku.php?id=trunkinfo&rev=1320892616&do=diff Trunkinfo To a certain number of trunk lines or direct dial (DID) to fill in some identifying information, when a customer dial phone, agents can identify where he is or which routes the incoming number. This feature is a virtual office or outsourced call center has a high utility, if you have some call center agents, they need to answer the phone with different companies or organizations, they answer the phone, greeting and conversation necessary for different situations (the customer is the n… text/html 2011-11-05T11:07:00+08:00 http://wiki.astercrm.org/doku.php?id=using_install.sh_installation_script_for_fast_installation&rev=1320462420&do=diff Create database,asterCRM need to work on mysql 4.1 or higher Suppose the root directory for the web is /var/www/html/。 You need to create database first mysqladmin -uyourmysqluser -pyourmysqlpasswd create astercc Set install.sh permission(the script in the default directory) text/html 2011-11-09T13:20:14+08:00 http://wiki.astercrm.org/doku.php?id=workstat&rev=1320816014&do=diff click the 'work stat',will see the following picture: In the picture above,you can see the number and duration of your call today text/html 2011-11-10T11:14:17+08:00 http://wiki.astercrm.org/doku.php?id=worktime&rev=1320894857&do=diff Worktime Click dial list Click the Worktime packages to into the page Click the add button,you will see the following picture * Package Name：this worktimepackage name * Status：if this worktimepackage status is enable * Package Note：this worktimepackage note * Group :which group belongs to