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Elastix Unified Communications Server Cookbook

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Elastix Unified Communications Server Cookbook

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Elastix Unified Communications Server Cookbook
Mar, 2015 | 348 pages
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Table of Contents (24 chapters)
Elastix Unified Communications Server Cookbook
Elastix Unified Communications Server Cookbook
Credits
Credits
About the Author
About the Author
About the Reviewers
About the Reviewers
www.PacktPub.com
www.PacktPub.com
Preface
Preface
Free Chapter
1
Installing Elastix
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
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
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
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
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
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
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
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
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
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
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
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
Description and Use of the Most Well-known FreePBX Modules
Description and Use of the Most Well-known FreePBX Modules
Third-party modules
Addon Market Module
Addon Market Module
Asterisk Essential Commands
Asterisk Essential Commands
Asterisk Gateway Interface Programming
Asterisk Gateway Interface Programming
Helpful Linux Commands
Helpful Linux Commands
Index
Index

Installing the Call Center module

The working principle of this module is to take advantage of Asterisk's queue system. Its main features are as follows:

  • Inbound and outbound calls

  • Predictive dialing

  • Multiple queues and campaigns can operate at the same time

  • Scripting

  • Call agenda

  • Callback login

  • An agent can log in on multiple queues or campaigns

  • Reports

  • Call monitoring and recording

It is important to mention its limitations. It is not possible to send calls to a queue without agents (in case of trying to implement a scenario where calls are dialed and then answered, a recording is played and then the call is ended). In this recipe and the next, we will cover the following processes:

  • Installation of the Call Center module

  • Configuring the Call Center module

We can install the Call Center module by using Addons menu or issuing a command in Linux's command line.

How to do it…

  1. For installing the Call Center module by using the Addons menu, click on the Install button, as shown in the next figure:

  2. It will be...

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