1. Presented by:Presented by: LLenzenz EEmilitrimilitri Founder, LowayFounder, Loway @lenz@lenz IntroducingIntroducing WombatDialer 0.9WombatDialer 0.9 WombatDialer concepts and new features 2. IndexIndex IIntroducing WombatDialerntroducing WombatDialer Who is Loway?Who is Loway? What is WombatDialer?What is WombatDialer? Why was WombatDialer created?Why was WombatDialer created? How does it work?How does it work? WWhat to do with it:hat to do with it: Usage examplesUsage examples Your benefitsYour benefits WWhathat is new in WombatDialer 0.9?is new in WombatDialer 0.9? HHow to try WombatDialerow to try WombatDialer LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 3. Who we areWho we are SSince 2004, Loway is leading the way in development of advanced software solutions forince 2004, Loway is leading the way in development of advanced software solutions for the Asterisk PBX.the Asterisk PBX. WWith QueueMetrics we set up modern standards for call center performance measurement.ith QueueMetrics we set up modern standards for call center performance measurement. OOur Mission is to put Swiss passion for precision and reliability at customers' service.ur Mission is to put Swiss passion for precision and reliability at customers' service. TTogether with Loway, you can provide your clients with the most reliable, flexible, andogether with Loway, you can provide your clients with the most reliable, flexible, and sophisticated call-center management solutions available today.sophisticated call-center management solutions available today. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com Loway.chLoway.ch 4. What is WombatDialer?What is WombatDialer? PBXPBX GUIGUI PBXPBX GUIGUI AsteriskAsteriskAsteriskAsterisk TelcoTelcoTelcoTelco Wombat Dialer Wombat Dialer WWombatDialer is anombatDialer is an advanced dialer solutionadvanced dialer solution for the Asterisk PBX.for the Asterisk PBX. Complements your GUIComplements your GUI Shares your existing PBX infrastructureShares your existing PBX infrastructure Minimum impactMinimum impact Multiple dialing modesMultiple dialing modes Message broadcastsMessage broadcasts Direct dialing on queuesDirect dialing on queues Reverse dialing on queuesReverse dialing on queues Preview dialing on queuesPreview dialing on queues Shares inbound queues for blended serviceShares inbound queues for blended service Declarative configuration: sayDeclarative configuration: say whatwhat you want, WD takes care ofyou want, WD takes care of howhow it'sit's done.done. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 5. Why was Wombat created?Why was Wombat created? AAsterisk is asterisk is a very powerful systemvery powerful system:: Offers extensive inbound capabilitiesOffers extensive inbound capabilities Very flexible and easy to program for inboud call handlingVery flexible and easy to program for inboud call handling Control happens at the single call levelControl happens at the single call level Extensive tracking of agent presence (queues and pauses)Extensive tracking of agent presence (queues and pauses) BBut it is hard to createut it is hard to create outboundoutbound scenarios:scenarios: Events happen in the futureEvents happen in the future Multiple events happen in parallelMultiple events happen in parallel Must react to the call flow and reschedule other callsMust react to the call flow and reschedule other calls Keep track of what happenedKeep track of what happened Scaling out: running campaigns on multiple systemsScaling out: running campaigns on multiple systems LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 6. Best of both worldsBest of both worlds WombatWombat DialerDialer WombatWombat DialerDialer AsteriskAsterisk DialplanDialplan AsteriskAsterisk DialplanDialplan CallsCallsCallsCalls RecallsRecallsRecallsRecalls HTTP APIHTTP APIHTTP APIHTTP API NotificationsNotificationsNotificationsNotifications TelcoTelcoTelcoTelco GUIGUIGUIGUI Call information andCall information and attributesattributes Call status and newCall status and new attributesattributes AsteriskAsterisk QueuesQueues AsteriskAsterisk QueuesQueues Agent presenceAgent presence WWombat drives calls on Asterisk, feeding all relevant information (number to dial and attributes).ombat drives calls on Asterisk, feeding all relevant information (number to dial and attributes). Asterisk through the dialplan created in your GUI runs the call and the relevant logic (e.g. synthesizes customAsterisk through the dialplan created in your GUI runs the call and the relevant logic (e.g. synthesizes custom messages, used different telco gateways, etc).messages, used different telco gateways, etc). You program massive outbound campaigns as if they were one single inbound call.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.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.Wombat exchanges data through HTTP and can feed live notifications to external systems. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 7. Separation of concernsSeparation of concerns EEach component does what it does best:ach component does what it does best: YourYour GUIGUI...... Easy way to configure the underlying Asterisk systemEasy way to configure the underlying Asterisk system Easy way to program messages, IVRs, queues, etc.Easy way to program messages, IVRs, queues, etc. Plenty of custom integrationsPlenty of custom integrations AsteriskAsterisk...... Handles calls!Handles calls! Shares the traffic between your existing PBX and WombatDialer'sShares the traffic between your existing PBX and WombatDialer's Lets you run inbound and outbound in parallelLets you run inbound and outbound in parallel WombatDialerWombatDialer.. Orchestrates and runs multiple campaignsOrchestrates and runs multiple campaigns Keeps track of resultsKeeps track of results Drives multiple Asterisk serversDrives multiple Asterisk servers Integrates with external systems via APIIntegrates with external systems via API PBXPBX GUIGUI PBXPBX GUIGUI AsteriskAsteriskAsteriskAsterisk WombatWombat DialerDialer WombatWombat DialerDialer LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 8. Usage examplesUsage examples AAs Wombat is built out ofs Wombat is built out of multiple independent subsystemsmultiple independent subsystems , and it leverages, and it leverages the existing capabilities of your PBX, you can build many different scenarios:the existing capabilities of your PBX, you can build many different scenarios: TelecastingTelecasting: sending a message to a set of recipients: sending a message to a set of recipients ClassicClassic outbound dialingoutbound dialing, based on agents, based on agents RunRun blendedblended inbound-outbound call centersinbound-outbound call centers Our QueueMetrics call center suite offers a powerful unified monitoring andOur QueueMetrics call center suite offers a powerful unified monitoring and reporting GUIreporting GUI Queue recallsQueue recalls: store the number of callers during peak times and recall them: store the number of callers during peak times and recall them laterlater SynthesizeSynthesize custom messagescustom messages (Your car is ready for pickup at box 7)(Your car is ready for pickup at box 7) RunRun appointment remindersappointment reminders, debt collection, etc. with optional human, debt collection, etc. with optional human interventionintervention RunRun reverse IVRsreverse IVRs for data collection (e.g. quality surveys, polls)for data collection (e.g. quality surveys, polls) Mix and match features toMix and match features to create your own solutioncreate your own solution .. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 9. A complete solutionA complete solution WWombatDialer integrates and complements ourombatDialer integrates and complements our QueueMetricsQueueMetrics Call-Center suiteCall-Center suite.. QQueueMetrics offersueueMetrics offers Powerful live monitoring, with agentPowerful live monitoring, with agent managementmanagement An easy to use agent panel withAn easy to use agent panel with integrated WebRTC softphoneintegrated WebRTC softphone Extensive historical reports withExtensive historical reports with access to audio recordingsaccess to audio recordings Quality Assessment featuresQuality Assessment features Can scale from very small to veryCan scale from very small to very large call-centers (1000+ live agents)large call-centers (1000+ live agents) LLoway 2015oway 2015 wombatdialer.comwombatdialer.com Queuemetrics.comQueuemetrics.com 10. Your benefitsYour benefits WWhat are the benefits for you?hat are the benefits for you? Create custom scenarios that match your clients' needsCreate custom scenarios that match your clients' needs No wasted callsNo wasted calls Easier lead managementEasier lead management Make agents more productiveMake agents more productive Improve agents' moraleImprove agents' morale Offer high level of service professional brand imageOffer high level of service professional brand image Increase outbound salesIncrease outbound sales Keep data freshKeep data fresh Freedom toFreedom to create and buildcreate and build using best-of-breed tools.using best-of-breed tools. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 11. What's new in 0.9?What's new in 0.9? Multiple locales English, Spanish, Russian moreMultiple locales English, Spanish, Russian more comingcoming New Live pageNew Live page Improved campaignsImproved campaigns Improved lists and blacklistsImproved lists and blacklists Improved preview dialingImproved preview dialing Extensive JSON APIs let you control everythingExtensive JSON APIs let you control everything Significant performance improvements over 0.8Significant performance improvements over 0.8 LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 12. Improved localized GUIImproved localized GUI Smoother look and feelSmoother look and feel English, Spanish, Russian and Italian localesEnglish, Spanish, Russian and Italian locales More coming soonMore coming soon. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 13. New Live pageNew Live page A layered view mode gets you more screen real-estateA layered view mode gets you more screen real-estate for monitoring live calls and at the same time gets youfor monitoring live calls and at the same time gets you more details on running campaignsmore details on running campaigns You can manually adjust how much overdialing youYou can manually adjust how much overdialing you want done for each running campaignwant done for each running campaign LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 14. Improved CampaignsImproved Campaigns NewNew layoutlayout uses tabs to keep a better organization uses tabs to keep a better organization NewNew Disposition RulesDisposition Rules: decide what happens when a call is done: decide what happens when a call is done for. You can send HTTP and e-mail notifications, add it to a list or afor. You can send HTTP and e-mail notifications, add it to a list or a blacklist, send it to a different running campaigns based on finalblacklist, send it to a different running campaigns based on final statusstatus NewNew Opening HoursOpening Hours: extra-fine control on when a campaign runs: extra-fine control on when a campaign runs Send defaultSend default campaign attributescampaign attributes ControlControl AMD/FAX detectionAMD/FAX detection LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 15. Call lists & preview dialingCall lists & preview dialing CCall lists and blacklistsall lists and blacklists MultinumbersMultinumbers: automatically retry a different number on each recall: automatically retry a different number on each recall attemptattempt AddAdd aa time-limittime-limit for black-listed numbersfor black-listed numbers Can be set through the APIsCan be set through the APIs Can be set as a Disposition RuleCan be set as a Disposition Rule Preview dialingPreview dialing Widely used featureWidely used feature AllowsAllows channel rewritingchannel rewriting to support major PBX vendorsto support major PBX vendors AgentAgent randomizationrandomization for fairer workloadfor fairer workload Safety measuresSafety measures to recycle unused reserved numbersto recycle unused reserved numbers LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 16. New JSON APIsNew JSON APIs A new easy to use JSON APIA new easy to use JSON API Edit any object within WombatDialer asEdit any object within WombatDialer as you can from the GUIyou can from the GUI Provision and configure systems remotelyProvision and configure systems remotely Start and stop the dialerStart and stop the dialer Inspect dialer statusInspect dialer status Inspect Live resultsInspect Live results Run call reporting functions (accounting)Run call reporting functions (accounting) Export results and call setsExport results and call sets Complements existing APIs to feed calls,Complements existing APIs to feed calls, control runs, etc.control runs, etc. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 17. Performance improvementsPerformance improvements Target:Target: very large systemsvery large systems (sustained load >500 channels)(sustained load >500 channels) Many changes in the messaging and database pipelinesMany changes in the messaging and database pipelines Batched, asynchronous database synchronizationBatched, asynchronous database synchronization Optimized database schemaOptimized database schema Performance improvements:Performance improvements: over 2x more efficientover 2x more efficient thanthan WombatDialer 0.8WombatDialer 0.8 Able to handleAble to handle sustained load of over 2,000 channelssustained load of over 2,000 channels onon average server-class hardwareaverage server-class hardware Improved latencyImproved latency leads to quicker refilling of channelsleads to quicker refilling of channels LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 18. (Very) Large scale systems(Very) Large scale systems Remote, on-demand server provisioningRemote, on-demand server provisioning Divide and conquer approachDivide and conquer approach Run multiple WombatDialer clusters, feeding data and getting final results viaRun multiple WombatDialer clusters, feeding data and getting final results via APIAPI Can reasonably run 200-400 channels per Asterisk serverCan reasonably run 200-400 channels per Asterisk server Can grow to an order of magnitude of 10,000 concurrent channels!Can grow to an order of magnitude of 10,000 concurrent channels! Controlling &Controlling & ProvisioningProvisioning Controlling &Controlling & ProvisioningProvisioning WombatWombat DialerDialer ~2k ch.~2k ch. WombatWombat DialerDialer ~2k ch.~2k ch. AsteriskAsterisk ~250 ch~250 ch AsteriskAsterisk ~250 ch~250 ch PSTNPSTNPSTNPSTN WombatWombat DialerDialer ~2k ch.~2k ch. WombatWombat DialerDialer ~2k ch.~2k ch. AsteriskAsterisk ~250 ch~250 ch AsteriskAsterisk ~250 ch~250 ch LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 19. Try it nowTry it now YYou can test-drive WombatDialer now, with no risk andou can test-drive WombatDialer now, with no risk and no strings attached:no strings attached: Wombatdialer Free TrialWombatdialer Free Trial Get a 30-day fully functional demo key!Get a 30-day fully functional demo key! LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 20. Thank you for attending! WWombatDialerombatDialer www.wombatdialer.comwww.wombatdialer.com LLowayoway www.loway.chwww.loway.ch A real programmer puts two glasses on his bedside table before going to sleep.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 doesnt.A full one, in case he gets thirsty, and an empty one, in case he doesnt. LLoway 2015oway 2015 wombatdialer.comwombatdialer.com 21. Connect with usConnect with us pinterest.com/QueueMetrics twitter.com/wombatdialer linkedin.com/company/loway slideshare.net/QueueMetrics youtube.com/user/QueueMetrics plus.google.com/+QueuemetricsCallCenter facebook.com/WombatDialer loway.ch/rss.jsp LLoway 2015oway 2015 wombatdialer.comwombatdialer.com