Inbound call center. Where do I begin?!

[mparker]

Okay, so I downloaded and installed ViciBox Server... at least I think I did. I followed the instructions and have a system that boots to linux and gives me the vicibox web ui when I HTTP to it. Beyond that, I have no clue where to begin.



We are a 30-seat inbound-only sales call center. All calls will be arriving via SIP from Vitelity. What I am attempting to replace is a hosted ACD platform. On there, we define a bunch of agents, and an inbound 'gate' to which a DID is assigned. Our agents log into that, telling it their name, password, and their physical phone extension number on our PBX (PBX-in-a-flash). The web logon form adds our hostname on the end of the extension number to get a SIP address to send the calls to.

On our current hosted platform, that's all I have to do: define a gate and an agent, and assign the agent to the gate. Done.



So now I install ViciBox. I'm under the impression, since I answered 'yes' when it asked me during the install, that this new box should also replace our pbx - ie, I'm assuming our phones are all going to register to it. I'm expecting to find some place where I define the phone extensions and sip secrets. I think I've found this, under "PHONES"...



Well I created a user, and an "in-group", and a did... the system wouldn't let me log on without choosing a campaign... but campaigns are outbound! So I created a bogus one just to get it to let me log in, and was told I still couldn't log on, because there were no leads available to dial... I don't *WANT* it to dial, and I don't want to configure bogus data that will never be used. I want the agents to log in, and then sit there and stare at each other until someone calls in, and then I want that call to be routed to an agent. Not knowing if this is supported, combined with not knowing what half of the options allegedly do, is making this experimental transition very, VERY difficult.

Where do I begin?

[williamconley]

My standard advice to new users:

1) Welcome to the Party!

2) when you post, please post your entire configuration including (but not limited to) your installation method and vicidial version with build.

this IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "from scratch" you must post your operating system and should also post the .iso version from which you installed your original operating system. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) In your case: Download the Vicidial Manager's Manual (as mentioned above) and go through the entire book from beginning to end. At the end you will have a functional server with inbound and outbound both working. It may include items you don't want ... you can feel free to skip those IF you don't want this to work. LOL On the other hand, if you want your FREE software to work in your server, do not skip anything. Start at the beginning and follow the instructions all the way to the end and you'll have everything you want and it will be working. Look at it from the viewpoint of the "boss" telling the technician to make it work .. if he says he skipped a part and it doesn't work ... you'd immediately tell him to go back and NOT skip anything and see if that works.

4) Yes it is entirely possible to have an inbound only campaign (with or without manual outbound dialing). But I tell you now that if you "just skip to that and try to make it work", you'll likely spend three times as much time as if you just start at the beginning of the manual and work your way through to the end.

Rant over. LOL

Change the campaign Dial Method (green section, first line) to Inbound_Man.

Change the "Allow No-Hopper-Leads Logins" to Y, also, if you like.

Happy Hunting.

We have a three hour tutorial for new systems ... we also lease systems fully functional and tested ...