TEL 500 VOICE COMMUNICATIONS PROJECT REPORT IMPLEMENTATION OF SMALL CALL CENTER WITH AUTO ATTENDENT AND QUEUES SUBMITTED TO: RONNY L.

Transcription

1 TEL 500 VOICE COMMUNICATIONS PROJECT REPORT IMPLEMENTATION OF SMALL CALL CENTER WITH AUTO ATTENDENT AND QUEUES SUBMITTED TO: RONNY L.BULL SUBMITTED BY: ARUNKUMAR ELIGETI HARISH KUMAR RAPARTHI 11/20/13

2 ABSTRACT: In this project we have built a small call center for SUNYIT using queues and auto attendant. In this project we used five different queue to build this call center.

3 Introduction: Call centers are the offices with large number of phones which are used to receive or transmit information of customer or firm. They are broadly classified into two types, they are inbound call center, outbound call center. In bound call center is maintained by the company in order to provide services to the customers. Outbound call center is operated by separate unit for telemarketing services, like banks and for credit card bills etc. In call center one cannot talk to call center representative directly he/she have to first listen to the auto attendant recording like which service that customer looking for if the caller or customer press the suitable extension or a number then the call gets into the queue of that service then call will be served in FIFO that is First In First Out manner. Auto Attendant system is different from IVR system, in auto attendant system it plays the recorded voice commands and the customer will proceed according to these commands were as in IVR Interactive Voice Response in this the system functions on user voice commands. IVR is complex and expensive compared to auto attendant.

4 Resources used in project: We have used five hard phones (Digium devices) one for calling the auto attendant extension and other four phones are used as call center services representative phones. And we have used VM, The IP which we have used is

5 Task performed: We started with the configuration files like rtp.conf, modules.conf, and logger.conf we have not made changes in these files they remained the same. Then we have added five extensions in sip.conf file, that extensions are used as different services of a call center, following lines are added in sip.conf file. callerid="arun <777>" mailbox=777 callerid="arun1 <777>" mailbox=778 callerid="arun2 <777>" mailbox=779 callerid="arun3 <777>" mailbox=780 callerid="arun4 <777>" mailbox=781 ; set caller ID info for device The extensions we have added are with caller ID 777,778,779,780 and 781 as mentioned above we have used IP address for doing the project. Then we started working with extensions.conf there is much to edit in extensions.conf file. The first thing we have edited extensions.conf file by adding the extensions. exten => 777,1,Dial(SIP/0000FFFF0000,15) ext 200 same => n,voic (777) exten => 778,1,Dial(SIP/0000FFFF0001,15) ext 201 same => n,voic (778) ; First SIP device mapped to ; Second SIP device mapped to exten => 779,1,Dial(SIP/OOOOFFFF0002,15) same => n,voic (779) exten => 780,1,Dial(SIP/OOOOFFFF0003,15) same => n,voic (780) exten => 781,1,Dial(SIP/OOOOFFFF0004,15) same => n,voic (781) exten => 250,1,playback(newrecording) exten => 800,1,Goto(main_menu,s,1) ; auto attendent extension

6 Here are the extensions assigned for SUNYIT call center,250 is playback extension and 800 is the auto attendant extensions which we call for listening to auto attendant recording. Then we added queues in extension file say 801, 802, 803, 804 each of all the queue is assigned to registrar office, business office, student activities and other information [queues] ;registrar office queue, if empty fails to voic exten => 801,1,Verbose(2, ${CALLERID(all)} entering the registrar office queue) same => n,queue(registrar office) same => n,voic (777) ;business office queue, if empty fails to voic exten => 802,1,Verbose(2, ${CALLERID(all)} entering the business office queue) same => n,queue(business office) same => n,voic (777) ;student activities queue, if empty fails to voic exten => 803,1,Verbose(2, ${CALLERID(all)} entering the student activities queue) same => n,queue(student activities) same => n,voic (777) ;other information queue, if empty fails to voic exten => 804,1,Verbose(2, ${CALLERID(all)} entering the other information queue) same => n,queue(other information) same => n,voic (777) similarly queues are added for all the extensions like *54, *55, *56, *57 exten => *54,1,Verbose(2,Logging In Queue Member) same => n,set(memberchannel=${channel(channeltype)}/${channel(peername)}) same => n,addqueuemember(registrar office,${memberchannel}) same => n,addqueuemember(business office,${memberchannel}) same => n,addqueuemember(student activities,${memberchannel}) same => n,addqueuemember(other information,${memberchannel}) ;same => n,festival('you have entered the queues') leave both queues exten => *55,1,Verbose(2,Logging Out Queue Member) same => n,set(memberchannel=${channel(channeltype)}/${channel(peername)}) same => n,removequeuemember(registrar office,${memberchannel}) same => n,removequeuemember(business office,${memberchannel}) same => n,removequeuemember(student activities,${memberchannel})

7 same => n,removequeuemember(other information,${memberchannel}) ;same => n,festival('you have left the queues') ;pause queue member exten => *56,1,Verbose(2,Pause Queue Member) same => n,set(memberchannel=${channel(channeltype)}/${channel(peername)}) same => n,pausequeuemember(registrar office,${memberchannel}) same => n,pausequeuemember(business office,${memberchannel}) same => n,pausequeuemember(student activities,${memberchannel}) same => n,pausequeuemember(other information,${memberchannel}) ;same => n,festival('you have paused your queues access') ;un-pause queue member exten => *57,1,Verbose(2,Pause Queue Member) same => n,set(memberchannel=${channel(channeltype)}/${channel(peername)}) same => n,unpausequeuemember(registrar office,${memberchannel}) same => n,unpausequeuemember(business office,${memberchannel}) same => n,unpausequeuemember(student activities,${memberchannel}) same => n,unpausequeuemember(other information,${memberchannel}) ;same => n,festival('you have resumed your queues access') Now the important task is recording the greetings and menu items to do this fist configure the hard phone then dial *96 the record the message after the tone for listening back we use play back extension 250. The recorded voice message save like new recording.wav then change the name of the recording by using cp new recording.wav filename.wav in sounds directory. We have made three recordings and saved them as first.wav, second.wav, third.wav. same => n,gotoiftime(9:00-8:00,monsat,*,*?daygreeting:afterhoursgreeting) ;after hours greeting same => n(afterhoursgreeting),background(second) same => n,voic (777) ;day time greeting same => n(daygreeting),background(first) same => n,goto(menuprompt) ;main menu prompt same => n(menuprompt),background(third) same => n,background(mainmenu) same => n,waitexten(4)

8 Then the DTMF module is edited such that if we press any number then it goes to the respected queue assigned for that extension. ;DTMF handling ;press 1 - connects to registrar office queue exten => 1,1,Verbose(1, Caller ${CALLERID(all)} pressed 1 for registrar office) same => n,goto(queues,801,1) ;press 2 - connects to business office queue exten => 2,1,Verbose(1, Caller ${CALLERID(all)} pressed 2 for business office) same => n,goto(queues,802,1) ;press 3 - connects to student activities queue exten => 3,1,Verbose(1, Caller ${CALLERID(all)} pressed 3 for student activities) same => n,goto(queues,803,1) ;press 4 - connects to other information queue exten => 4,1,Verbose(1, Caller ${CALLERID(all)} pressed 4 for other information) same => n,goto(queues,804,1) ;dial user extension exten => _2XX,1,Verbose(1, Caller ${CALLERID(all)} is calling ${EXTEN}) same => n,goto(users,${extent},1) ;press # - Dial By Name Directory exten => #,1,Verbose(1, Caller ${CALLERID(all)} has entered the directory) same => n,directory() ;timeout exten => t,1,set(numtimeouts=$[${numtimeouts}+1]}) same => n,gotoif($["${numtimeouts}" < "3"]?s,15) same => n,background(vm-goodbye) ;invalid menu item exten => i,1,set(numinvalid=$[${numinvalid}+1]}) same => n,gotoif($["${numinvalid}" < "3"]?:10) same => n,background(invalid) ;main menu prompt same => n(menuprompt),background(third) same => n,background(mainmenu) same => n,waitexten(4) same => n,goto(s,15) same => 10,Background(vm-goodbye) Once we done with extensions.conf file then its time to work with Queues, we have edited the queues.conf file as shown below.

9 [registrar office](standardqueue) member => SIP/0000FFFF0001,0,arun1 member => SIP/0000FFFF0002,5,arun2 member => SIP/0000FFFF0003,10,arun3 member => SIP/0000FFFF0004,50,arun4 ; first preferred ; second preferred ; third preferred ; least preferred [business office](standardqueue) member => SIP/0000FFFF0002,0,arun2 ; first preferred member => SIP/0000FFFF0003,5,arun3 ; second preferred member => SIP/0000FFFF0004,10,arun4 ; third preferred member => SIP/0000FFFF0001,15,arun1 ; least preferred [student activities](standardqueue) member => SIP/0000FFFF0003,0,arun3 member => SIP/0000FFFF0004,5,arun4 member => SIP/0000FFFF0001,10,arun1 member => SIP/0000FFFF0002,15,arun2 ; first preferred ; second preferred ; third preferred ; least preferred [other information](standardqueue) member => SIP/0000FFFF0004,0,arun4 member => SIP/0000FFFF0001,5,arun1 member => SIP/0000FFFF0002,10,arun2 member => SIP/0000FFFF0003,15,arun3 ; first preferred ; second preferred ; third preferred ; least preferred The other thing is that we had assigned priority for each Queue member so that call gets connected to the correct extensions 0,5,10,15 are the priority the least value of the priority has high priority. Then we had entered the following command chown asterisk:asterisk /etc/asterisk/*

10 We also need to fix the permissions on the moh and sounds directory by doing the following: chown -R asterisk:asterisk /var/lib/asterisk/sounds chown -R asterisk:asterisk /var/lib/asterisk/moh. Till here we have done with editing all the configuration files now call center system is ready to use practically. Then type /etc/init.d/asterisk restart to restart Type dialplan reload Then type asterisk-rvvv to enter CLI Demo performed: First we have to configured all the five phones by entering Server as User ID :0000FFFF0000,1,2,3,4 Password: The photo of one of the hardphone configuration is provided below.

11 After configuring our hardphones then we should dial *54 from four of our phones to place them in queue after that we have to call the auto attendant extension that is 800 to listen to the recordings and proceed according to recording. If the user press 1 then the phone with user ID 0000FFFF0001 rings. The CLI screen shot is provided. Upon pressing other buttons which we had not added it plays a invalid message and then it again plays menu recording. Output:

12

13 Issues faced: The major issues faced with queues, in CLI it showed that extension with no voice mail the queue were not working then other problem we faced with priority assigning we fix all the problems and completed project successfully.

14 Block diagram of call center: Dial auto attendant exten 800 Offic e hrs Plays day greetings recording Play after hour greeting Plays menu prompt recording

15 Conclusion: We have successfully created a small call center using queues and auto attendant and demonstrated. References: