Course Package: This course contains the best of both worlds. Asterisk open source with GUI (Issabel) and then Asterisk from scratch (Vanilla Asterisk) using source code compilation and CLI based.
UPDATED! Cover Asterisk 16 [Command Line/Web GUI] & Cloud Issabel Installation, Security WebRTC Video Conferencing & Call Center.
- Do you need a cost-effective phone system or full features rich Call Center for business?
- Are you tired of paying the licensing costs to the proprietary phone system?
- Do you want to expand your business and require a phone system, but legacy systems don’t allow you?
- You are interested to learn asterisk but like to avoid the command line and Linux shell at the start?
Issabel (previously known as ‘ELASTIX’) is the world’s most popular and widely adopted open-source IP telephony software. The core VoIP communication is based on Asterisk – The most powerful IP telephony platform. This course is designed for the newbies, small & medium businesses that like to use the IP telephony – PBX or even the solution providers that like to gear up for telephony services to the end-users.
The course starts with initial telephony concepts and terms used in the phone service industry—no prior technical knowledge about telecommunication required to take this course.
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The course has a project depicting a real-world scenario. This helps the students to have activity-based learning and can apply learned knowledge to the real world. The course clearly explained the phone system features with lab practice for configurations.
Proprietary systems invite a license fee for most Business-critical features and UC Features like mobility and third-party integration. To avoid the expensive add-ons, go the open source way.
Use a single system to manage multiple tools and platforms, thereby having “greater employee productivity, reduced costs, and a means to improve customer engagement.
Introduction & VoIP Fundamentals.
Introduction to Issabel Phone System.
VoIP Telephony Fundamental Part 1
VoIP Telephony Fundamental Part 2
Quiz 1
Network Requirements for the VoIP.
Key Elements for stable VoIP Network.
Network Services for VoIP Deployment.
Course Project
Phone System Requirement Analysis.
Hardware Selection For the Issabel Phone System.
Issabel Installation
Downloading Issabel.
Issabel Installation Wizard.
Post Installation steps
Changing Issabel web GUI theme to Elastix classic theme.
Practical Activity 01
Issabel Overview
Login the newly installed Issabel server.
Issabel Phone System Setup
Creating PBX Extensions.
Creating SIP Phone Extensions in Issabel.
Softphone Download & Installation .
Configuring Zoiper softphone.
Configuring Xlite softphone
IP Desk Phones Set up Approach.
Get Familiar with IP Desk Phones.
Configuring Desk Phone Yealink Manual Method.
Configuring Desk Phone Digium Manual Method.
Configuring Polycom Phone Manual Method.
Bulk IP Desk Phones Configurations – Auto Provision.
Testing Internal Calls.
Practical Activity 02
Trunk – Outside Connectivity.
PSTN – Analog PCI Card Installation & Configurations.
Dial Patterns & Outbound Routes
Class of Service.
VoIP – SIP Trunk Between two Issabel Servers.
Inbound Route DID Configurations.
Creating Ring Groups
System Recording – Audio Prompts
Creating IVR – Interactive Voice Response – Auto Attendant or Welcome Greeting.
Enabling Voicemail & Voicemail to Email.
Add Follow Me Settings to Extensions.
Creating Announcement.
Configuring Opening & Closing Hours for Incoming calls.
Putting All Together – Making PBX More Professional.
CDR – Call Details Records – Call Accounting.
Post Paid Billing with Issabel.
Enabling Call Recording & Call Recording Report.
PIN Sets on Outbound Calls.
Audio Conferencing.
Parking Lots – Call Parking.
Paging & Intercom.
Issabel Phone System Maintenance
Issabel Users Groups and Access Permission Management.
Monitoring Live Calls – Dashboard Operator Console.
Issabel Address Book.
Phone System Features Codes.
Issabel Addon Market Place.
Issabel Server Backup & Restore.
Issabel Call Center Module.
Call Center Concepts
Types of Call Center
Call Center Components
Roles in Call Center.
Call Center Analysis & Planning for the Business.
Getting Started – Issabel Call Center Core Configurations.
Installing & Configuring Issabel Call Center Add on.
Creating Call Center Roles & Users in Issabel.
Creating Agents.
Configuring Agent Callback Login.
Creating Agents Break.
Creating Call Services Queues – Heart of Every Call Center.
Agent’s Script
Creating Forms – Data Input During Live Call
Creating Custom Web Page to Pop Up with Call.
Creating the Customer Phones Contacts List.
issabel Call Center Inbound Call Campaign.
Building Inbound Call Campaign
Agent Console – Overview
Agent Console – Call Back Login.
Putting all together: Testing Inbound Call Campaign with live agent console.
Issabell Call Center Outbound Call Campaign
Automated Outbound Predictive Dialer Concept.
Building Outgoing Call Campaign.
Creating the CSV File for the Outbound Predictive Dialer.
Putting all together: Testing Outgoing Call Campaign with live agent console
Issabel Call Center Reports & Statistics.
Issabel Call Center Reports Overview.
Agent Break Report.
Calls Detail Report.
Calls Per Hour Report.
Calls Per Agent Report.
Hold Time Report.
Agent’s Login Logout Report.
Inbound Calls Success Report.
Graphical Report Calls Per Hour.
Agent Information Report.
Trunk Used Per Hour Report.
Call Center Realtime Dashboard & Live Wallboard
Issabel CallCenter Real Time Dashboard & Wall Board.
Agent Monitoring Report.
Incoming Calls Monitoring Report.
Campaign Monitoring.
Call Center Supervisor Level Functions & Features for Quality Assurance.
Supervisor Activities
Call Recording – Listening & Downloading.
Call Barging – Intercepting Call Between Agent & Caller.
Call Center Resources.
Deploy Issabel IP PBX on Public Cloud
Cloud PBX Introduction.
Choosing the Cloud Platform.
Installing Issabel on Cloud – VPS – Virtual Private Server.
Configure Issabel Domain Name on Public Cloud.
Mandatory Security Mapping to non standard ports.
Issabel Firewalls & Ports Configurations.
Activating Fail2Ban – Auto Firewall Rules.
Configuring Test Extensions on Cloud for Internal Calling.
Troubleshoot SIP NAT Issues.
Issabel Meet – WebRTC Video Conferencing & Collaboration.
Introduction to WebRTC.
Issabel Meet – Cloud Based WebRTC Audio/Video Conferencing & Collaboration.
Screen Sharing During Video Conference Call.
Instant Messaging while in Video Conference.
Issabel Meet – More Settings.
Sharing YouTube video during Live Video Conference Call.
Document Sharing in Video/Audio Call Conference.
Download the Video Conferencing Free Mobile App.
WebRTC Video Conferencing Live Demonstration.
Bonus: Issabel Resources & VoIP Hardware
Useful Resources & links.
Issabel Security – Physical & Logical
Migrating Elastix to Issabel – Migration Manual Guide.
Last Words From Instructor.
