Database API Driven Call Center Solution With Asterisk

Building Database/api Driven Call Center Solution Using Asterisk

What you’ll learn
Have a good foundation of Asterisk PBX
Deploy a robust enterprise Call Center Solution with little or no cost(Configure Automatic Call Distribution (ACD) using Queue (Database Driven & Config File)
Build a working Interactive Voice Response (IVR)
Make HTTP request (API call: Post & Get) to the external system to fetch data during call session (Active Channel)
Integrate Asterisk to MySQL Database, MSSQL, or any database of your choice
Basic Troubleshooting in Asterisk PBX
Secure your asterisk PBX

Requirements
Asterisk Knowledge: Yes (Not a show-stopper with focus and follow the course as outlined )
Basic Knowledge on Network and Linux: Yes (Not a show-stopper with focus and and follow the course as outlined)

Description
The tutorial is about learning how to Build a Database/API-driven Call Center Solution/PBX using asterisk PBX. You will learn the following

In-depth Knowledge of Asterisk PBX.

How to setup Trunk to any provider of your choice using chan PJSIP (Config File & Database Table

How to work with Asterisk dial plan to implement different business scenarios

How to setup Interactive Voice Response (IVR) System with Time-based call routing

How to setup PBX for Organization using Asterisk

How to setup Automatic Call Distribution amount the Agents (Database and Configuration file driven approach)

Integrate Asterisk with Any Database of your Choice (MySQL, SQLite, PostgreSQL, MSSQL)

Setup MySQL Database in Linux environment and integrate it with Asterisk PBX

Working with Musiconhold (Config File & Database table)

Make API call in your dial plan to an external system in real-time

Secure Your PBX

After learning the basics of Asterisk, We are going to implement Call Center Solution for a fictitious Hospital(The Great Hospital) that has an Online Medical Consulting Service with the following requirements

Prompt

1 => Consulting

2=> Customer Service

3 => Self-Service ( 1 .Book Appointment 2.Cancel Appointment 3.Confirm Appointment 4.Check Outstanding Bill)

User Story (Implementation Requirement)

Consulting Unit: Working Hours: 8 AM – 9 PM, Call Outside the working hours should be routed to the customer service unit

Access to the Consultant is based on appointment and registered client (Validation via API call)

Booking of Appointment should be logged in the database and email notification sent to Customer Service

All calls (Inbound and outbound) must be recorded for Quality Assurance. Any missed call should trigger a mail to the supervisor/monitoring email group for quality assurance.

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