wombat dialer by queuemetrics

Presented by:Lenz EmilitriFounder, Loway@lenz

IntroducingWombatDialer

AsteriskAfrica 2016 – February 17, 2016

Agenda

● Introducing WombatDialer

● What is WombatDialer?

● Why was WombatDialer created?

● How does it work?

● What are the main components?

● What to do with it:

● Some common & less common usage examples

● The benefits for you

● How to try WombatDialer

© Loway 2015 wombatdialer.com

http://wombatdialer.com/

Who we are

Since 2004, Loway is leading the way in development of advanced software solutions

for the Asterisk® PBX.

With QueueMetrics we set up modern standards for call center performance

measurement.

Our Mission is to put Swiss passion for precision and reliability at customers' service.

Together with Loway, you can provide your clients with the most reliable, flexible, and

sophisticated call-center management solutions available today.



What is WombatDialer?

AsteriskGUI

Asterisk Telco

WombatDialer

WombatDialer is an advanced dialer solution for the Asterisk

PBX.

● Complements your Asterisk PBX

● Shares your existing PBX infrastructure

● Minimum impact

● Multiple dialing modes

● Message broadcasts

● Direct dialing on queues

● Reverse dialing on queues

● Preview dialing on queues

● Shares inbound queues for blended service© Loway 2015 wombatdialer.com


Why was Wombat created?

Asterisk is a very powerful system:

● Offers extensive inbound capabilities

● Convenient GUI and third-party integration (phones, desktop, etc)

● Very flexible and easy to program for inboud call handling

● Extensive tracking of agent presence (queues and pauses)

But it is hard to create outbound scenarios:

● Control happens at the single call level

● Events happen in the future

● Multiple events happen in parallel

● Must react to the call flow and reschedule other calls© Loway 2015 wombatdialer.com


Best of both worlds

WombatDialer

AsteriskDialplan

Calls

Recalls

HTTP API

Notifications

Telco

Asterisk

Call information and attributes

Call status and new attributes

AsteriskQueues

Agent presence

Wombat drives calls on Asterisk, feeding all relevant

information (number to dial and attributes).

Asterisk – through the dialplan created manually or by your

GUI – runs the call and the relevant logic (e.g. synthesizes

custom messages, used different telco gateways, etc).

● You program massive outbound campaigns as if they were

one single inbound call.

● As a call progresses, Wombat receives feedback and

decides what to do next.

● Wombat exchanges data through HTTP and can feed live

notifications to external systems.


Phones

PC

CRM


Separation of concerns

Each component does what it does best:

● Your favourite GUI...

● Easy way to configure the underlying Asterisk system

● Easy way to program messages, IVRs, queues, etc.

● Plenty of custom integrations

● Asterisk...

● Handles calls!

● Shares the traffic between your existing PBX and WombatDialer's

● Lets you run inbound and outbound in parallel

● WombatDialer….

● Orchestrates and runs multiple campaigns

Keeps track of results

AsteriskGUI

Asterisk

WombatDialer



Components


The main components of WombatDialer:

● The GUI

● Campaigns

● Trunks & End-points

● Call lists

Running in practice

● The Live page

● Reporting


The GUI

● All web-based application

● Only requires an AMI conection to the PBX

● English, Spanish, German, Russian and Italian locales

● More locales coming soon….



Campaigns - 1/2


Campaign 1 HTTP API

Trunk A:10 channels

Trunk B:20 channels

Trunk C:5 channels

Campaign 2

EP: message

EP: Queue

EP: Queue

List YList X Recalls

WombatDialer runs multiple campaigns at once. Campaigns share a pool of

common resources.

Campaigns react to what is happening in real-time and adapt their behavior.


Campaigns - 2/2

Campaign behavior can be further refined:

● Reschedule rules….

– What happens if we get a busy?

– What happens if user presses 1?

● Opening hours

– Control activation by date, day of week and hour

● Disposition rules: when a call is complete...

– HTTP or E-mail notification

– Add number to a list

– Add number to blacklist

● Decide AMD / FAX detection policies

● A campaign can run to termination or remain idle

Can send e-mail statistics on termination



Trunks & End-points


Trunks define logical pools

of outbound lines

● Can have many

● Campaigns can use many at

once

● Flexible allocation of resources

End-points define what

happens on connection

● Plain

– A phone extension

– A piece of dial-plan (e.g. voice synthesis)

● Queue-based

– Normal: routes a call to a queue

– Reverse: automatically calls agent then places the call

– Preview: agents preview and approve the number to be dialled

– All queue end-points:


Lists


A collection of numbers to be called and related information.

● For input and output:

– Information is sent to the PBX

– Results obtained from the PBX are added to the list

● Can act as black-lists

– Blacklists can be maintained automatically

– Can be absolute (never call again) or dynamic (never call until date)

● Data import and export

– CVS through the GUI (drag & drop)

– HTTP bulk loading

– One number at a time (with exact schedule)


Running a campaign


View what is going on:

● See live statistics (numbers called, expected termination,

completion rates…)

● Start, pause, stop and delete runs

Dynamic control of runs:

● Add/remove lists on running campaigns

● Adjust overdialing


Reporting


Statistics – at last!

● Report on total resource usage

– Attempts made

– Conversation time

– Wait time

– Call closure reasons

– Completion states

● Export and create new lists

● See call details


APIs


● Easy to use HTTP / JSON API

● Edit any object within WombatDialer as you can from the GUI

● Provision and configure systems remotely

● Start and stop the dialer

● Inspect dialer status and Live results

● Run call reporting functions (accounting)

● Export results and call sets

● Feed new calls

● Get immediate reports as calls are placed

● Asterisk dialplan API

● Update states and extended states for calls

● Set attributes (reverse IVRs)


Usage examples

As Wombat is built out of multiple independent subsystems,

and it leverages the existing capabilities of your PBX, you can build

many different scenarios:

● Telecasting: sending a message to a set of recipients

● „Classic“ outbound dialing, based on agents

● Run blended inbound-outbound call centers

● Our QueueMetrics call center suite offers a powerful unified monitoring and reporting GUI

● Queue recalls: store the number of callers during peak times

and recall them later

● Synthesize custom messages („Your car is ready for pickup at

box 7“)

● Run appointment reminders, debt collection, etc. with optional © Loway 2015 wombatdialer.com


Examples: Blended


A „staple“ of the Call-Centre industry.

● Priority for inbound traffic (you cannot control it!)

● WombatDialer does outbound when agents are idle

● Queues can be shared

● Extensive reporting and agent page through QueueMetrics

● Build solutions that are affordable and full featured even for

small-scale operations (5+ agents)


Examples: call-backs


A better blended model:

● At peak times, offer callers the option to be called back

● They don't have to wait

● You get better QoS and wait times

● Easy to implement

● Send numbers to WombatDialer via HTTP

● Will start calling out of your idle agent pool

● While you are there, why not implementing click-to-recall from

your website?


Proactive Customer Care


Classic call-center technology separates inbound, (human)

outbound and telecasting.

With WombatDialer, this distinction is blurred:

– Schedule calls at the time you need

– Synthesize customized voice messages

– Get callee responses out of IVRs

– ...or talk to a live person

Can be done on a small scale:

● Appointment reminders and confirmation (doctors, dentists...)

● Credit collection

● Products ready for delivery


(Very) Large scale systems

● Divide-and-conquer approach

● Use remote, on-demand server provisioning (AWS)

● Run multiple WombatDialer clusters, feeding data and getting

final results via API

● Can reasonably run ~2000 channels per WombatDialer instance

and ~200-400 channels per Asterisk server

● Can grow to an order of magnitude of 10,000 concurrent

channels!Controlling &Provisioning

WombatDialer

~2k ch.Asterisk~250 ch

PSTN

WombatDialer

~2k ch.Asterisk~250 ch



A complete solution

WombatDialer integrates and complements our QueueMetrics

Call-Center suite.

QueueMetrics offers…

● Powerful live monitoring, with agent

management

● An easy to use agent panel with

integrated WebRTC softphone

● Extensive history reports with

access to audio recordings

● Quality Assessment features

● Can scale from very small to very

large call-centers (1000+ live agents)© Loway 2015 wombatdialer.com


Your benefits

What are the benefits for you?

● Create custom scenarios that match your clients' needs

● No wasted calls

● Easier lead management

● Make agents more productive

● Improve agents' morale

● Offer high level of service – professional brand image

● Increase outbound sales

● Keep data fresh

Freedom to create and build using best-of-breed tools.



Try it now

You can test-drive WombatDialer now,

with no risk and no strings attached.

Get a 30-day fully functional

demo key!



Thank you for attending!

WombatDialer www.wombatdialer.com

Loway www.loway.ch

A real programmer puts two glasses on his bedside table before going to sleep.A full one, in case he gets thirsty, and an empty one, in case he doesn’t.


http://www.wombatdialer.com/

http://www.loway.ch/


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