Asterisk Pbx With Database/Api Driven Call Center Solution

BUILDING DATABASE/API DRIVEN CALL CENTER SOLUTION USING ASTERISK

What you'll learn

In-depth Knowledge 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) System

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

Build Private Branch Exchange (PBX) for organizations with little or no cost

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 TableHow to work with Asterisk dial plan to implement different business scenariosHow to setup Interactive Voice Response (IVR) System with Time-based call routing How to setup PBX for Organization using AsteriskHow 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 PBXWorking with Musiconhold (Config File & Database table)Make API call  in your dial plan to an external system in real-timeSecure Your PBXAfter 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 requirementsPrompt 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 unitAccess 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 ServiceAll 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.

Overview

Section 1: Introduction

Lecture 1 Course Introduction

Lecture 2 Asterisk Intro

Section 2: Download & Setup Course Prerequisites/Environment Setup

Lecture 3 Section Objective

Lecture 4 Dependencies Installation

Lecture 5 Deploy 2 Linux VMs (Asterisk and MySQL Database)

Lecture 6 Download Asterisk Latest LTS & Install It's Dependencies

Lecture 7 Install Dial Plan API/JSON Manipulation Library From GitHub

Lecture 8 Compile and Install Asterisk from Source using the Latest LTS Release

Section 3: Configuration

Lecture 9 Section Objective

Lecture 10 Understanding Basic file Structure in Asterisk

Lecture 11 Best Practice when Working with Config files

Lecture 12 Working with Chan PJSIP

Lecture 13 Implement First Lab

Lecture 14 Working with Asterisk Dial Plan (extension.conf) & 1st Lab End to End Test

Section 4: Database Setup and Configuration

Lecture 15 Section Objective

Lecture 16 Install and Configure MySQL

Lecture 17 Create MySQL User(Service Account for Asterisk) with Right Privilege

Lecture 18 Connect to MySQL Database via MySQL Workbench

Lecture 19 Create Asterisk Tables using Alembic Approach

Lecture 20 Create Asterisk Tables using SQL Script

Lecture 21 Create Asterisk Tables using C# Entity Framework

Section 5: Integrate Asterisk with Database

Lecture 22 Install and configure ODBC Connection Driver

Lecture 23 Integrate Asterisk with Any Database of your Choice

Lecture 24 Integrate Asterisk with MySQL Database Part 2

Lecture 25 Migrate First Lab from conf file driven approach to database-driven

Section 6: Working with Call Detail Records (CDR)

Lecture 26 Section Objective

Lecture 27 Intro to CDR

Lecture 28 Configure Asterisk to Log CDR in a database table

Lecture 29 How to Configure Custom Field in CDR table

Section 7: Building Call Center

Lecture 30 Section Objectives

Lecture 31 Intro

Lecture 32 Basic Queue Parameters

Lecture 33 Working with queues.conf Part 1

Lecture 34 Working with queues.conf Part 2

Lecture 35 Setup Queue using database tables (queues, queue_members,queue_log) with ACD

Lecture 36 Prompt Recording using Audacity

Lecture 37 Working with Musiconhold Using Config File

Lecture 38 Working with Musiconhold Using Database Tables

Section 8: Trunk Setup

Lecture 39 Trunk Setup Intro

Lecture 40 Configure Trunk line using Configuration File

Lecture 41 Link PJSIP Configuration With The Dial Plan (extension.conf)

Lecture 42 Setup Trunk line Using Database Table

Section 9: LAB Implementation Scenario ( Database Driven IVR and Call Center Platform)

Lecture 43 Understanding The LAB SETUP

Lecture 44 Algorithm & Flow Chat Explanation of our Use Case

Lecture 45 Working with API

Lecture 46 Brief Explanation on C# code used for API

Lecture 47 Lab Environment Setup (API Hosting )

Lecture 48 Dial Plan implementation for our use case (extension.conf) Part 1

Lecture 49 Dial Plan implementation for our use case (extension.conf) Part 2

Section 10: Asterisk Troubleshooting

Lecture 50 Using Asterisk CLI

Lecture 51 Using sngrep

Lecture 52 Using Wireshark

Section 11: Secure your PBX

Lecture 53 Secure Asterisk PBX Part 1

Lecture 54 Secure Asterisk PBX Part 2 (APIBAN)

Lecture 55 Secure Asterisk PBX Part 3 (Firewall on AsteriskPBX)

Section 12: Extra

Lecture 56 Working with Call File

Lecture 57 Generate Call Center Reports

Lecture 58 Course Summary What is next?

VoIP Engineers, System Administrator, Programmer and anyone Interest in learning Asterisk PBX