7. Using the Call Center Module | Elastix Unified Communications Server Cookbook

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Table Of Contents

Elastix Unified Communications Server Cookbook

By : Gerardo Barajas Puente

5 (3)

Buy this Book

Elastix Unified Communications Server Cookbook

5 (3)

By: Gerardo Barajas Puente

Buy this Book

Overview of this book

This book is aimed at those who want to learn how to set up an Elastix Unified Communications Server without losing ground on Unified Communications and Voice over IP.

Preface

Introduction to the Elastix Unified Communications Server

What this book covers

What you need for this book

Who this book is for

Sections

Conventions

Reader feedback

Customer support

Free Chapter

1. Installing Elastix

Introduction to Elastix Unified Communications System

Installing Elastix Unified Communications Server software

Inserting the CD and booting

Choosing the system's language

Choosing the keyboard type

Partitioning the hard disk

Configuring the network interfaces

Selecting a proper time zone

Entering the password for the user root

Logging into the system for the first time

2. Basic PBX Configuration

Introduction

Setting up Elastix's dashboard

Setting up the network parameters

Managing users

Configuring telephony cards

Adding VoIP trunks

Adding SIP extensions

Creating IAX extensions

Creating analog extensions

Creating custom extensions

Provisioning extensions in a simple way

Outbound calls

Inbound calls

Creating an auto-attendant

Controlling outbound calls using different prefixes

Controlling outbound calls by using a trunk sequence

Controlling outbound calls by using patterns

Controlling outbound calls using PIN Sets

Managing endpoints – Batch of extensions

Managing extensions – Batch of endpoints

Using the Endpoint Configurator

3. Understanding Inbound Call Control

Introduction

Displaying voice announcements

Blocking unwanted callers

Routing calls based on caller ID

Using MySQL to search for the caller's name

Using HTTP to search for a user

Setting up day/night controls

Forwarding incoming calls to another extension or number

Setting up a ring group

Setting up a queue for ACD

4. Knowing Internal PBX Options and Configurations

Introduction

Creating conference rooms

The Web Conference module

Changing the language of a call flow

Adding miscellaneous applications

Adding miscellaneous destinations

Music on hold

Using Internet audio streams

Using the SSH protocol

Using PuTTY as an SSH client

Accessing the FreePBX admin module

Installing the Custom-Context module

Using the Custom-Context module to restrict outbound calls

Creating paging groups

Creating intercom groups

Parking calls

Configuring extensions' voicemail

The VmX Locater feature

Configuring the Voicemail Blasting module

Setting the Callback feature

Configuring DISA

5. Setting up the E-mail Service

Elastix's e-mail internals

Sending an e-mail message from the command line

Configuring the remote SMTP – setting up a Gmail relay account

Setting the domain and configuring the relay option

Adding e-mail accounts

Controlling ad using the e-mail service with the webmail interface

Filtering unwanted messages

Creating e-mail lists

Setting vacation messages

6. Elastix Fax System

Introduction

Setting up the Elastix fax system

Sending a fax from Elastix's WebGUI

Viewing the sent and received faxes

Installing a fax client

Sending a fax using the HylaFAX client

Receiving a fax

Modifying the e-mail template

7. Using the Call Center Module

Introduction

Installing the Call Center module

Configuring the Call Center module

Creating a group of agents

Creating and adding agents to a group

Configuring a queue for standard agent login

Queue for agent callback login

Configuring queues for incoming calls

Setting up the clients

Configuring inbound campaigns

Creating a script for outgoing campaigns

Configuring agent break time

Configuring an outgoing campaign

Creating the call file specification

Invoking a URL through the campaign

Adding a number to the Do not call list

Adding a list of numbers to the Do not call list

Adding dynamic agents to the agent console

Adding static agents/callback extensions

Logging agents to the console dynamically

The callback login

Description of the agent console

Call center reports

8. Going Deeper into Unified Communications

Installing the Openfire instant messaging service

Integrating Openfire with Asterisk IP-PBX

Integrating VTiger CRM with Elastix

Setting up video calls

Dialing through MS Outlook

Using Directories

Configuring a speed dial list

Enabling BLFs and hints

9. Networking with Elastix

Setting up remote extensions

SIP trunking between Elastix systems

Creating a VPN tunnel in our Elastix Unified Communications Server with OpenVPN

Configuring channel banks

Enabling multisites with Elastix

10. Knowing the State of Your Elastix System and Troubleshooting

Using the Flash Operator Panel

Looking at the Call Detailed Report

Extension's summary

Creating billing rates

Destination Distribution

SIP/IAX debugging

Using Wireshark for debugging

Using TCPDUMP for debugging

Helpful Linux commands for debugging

Debugging Asterisk

11. Securing your Elastix System

Knowing the best practices when installing Elastix – Physical security

Knowing the best practices when installing Elastix – Logical security

Installing Fail2ban

Using Elastix's embedded firewall

Using the Security Advanced Settings menu to enable security features

Recording and monitoring calls

Recording MeetMe rooms

Recording queues' calls

Monitoring recordings

Encrypting voice calls

Generating system backups

Restoring a backup from one server to another

12. Implementing Advanced Dialplan Functions

Creating an advanced IVR using Asterisk AGI and Asterisk's Dialplan

Enabling a multiconference toggle button

Creating your own Dialplan features

Creating a phone poll using Elastix

Enabling Remote Call Forward

Installing the Custom-Context module

Using the Custom-Context module

Integrating Elastix with other PBXs

Integrating GSM Gateways with Elastix

Integrating TDM Gateways with Elastix

A. Description and Use of the Most Well-known FreePBX Modules

Third-party modules

B. Addon Market Module

C. Asterisk Essential Commands

D. Asterisk Gateway Interface Programming

E. Helpful Linux Commands

Index

Elastix Unified Communications Server Cookbook

By : Gerardo Barajas Puente

Elastix Unified Communications Server Cookbook

By: Gerardo Barajas Puente

Overview of this book

Configuring inbound campaigns

How to do it…

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