WombatDialer and PIAF

WombatDialer installation tutorial on PBX-in-a-Flash

It is quite easy to install WombatDialer on PBX-in-a-Flash in order to give it autodialer, voice broadcasting and progressive dialing capabilities. This was tested on PIAF 1.7.5.6.1 Discover the easy installation steps in this new tutorial for WombatDialer predictive dialer for Asterisk PBX.

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Automatic queue recalls with WombatDialer and QueueMetrics

If you run a call center, serving clients in a timely way is often very complex, as it requires having enough people available to handle traffic spikes.
The number of callers that disconnect because they have been waiting too long in a queue is then an important driver of the quality of your work, and these frustrated callers are the focus of much attention and scheduling/planning efforts in all call centers.
This is because in a traditional setting doing inbound calling you basically had no other way of servicing the client but waiting for the person to call in.

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WombatDialer and QueueMetrics

The WombatDialer can be used as a stand-alone product for message broadcasting, but it was built to integrate easily with QueueMetrics, the premier call-center monitoring and reporting tool for the Asterisk PBX. WombatDialer and QueueMetrics do different things, but together can be a very powerful call-center solution.

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Understanding queue end-points in WombatDialer

An end-point of type queue in Wombat tries to determine the number of available channels based on the number of available agents on the queue it is observing. An agent is considered available if it is logged on to the queue, is not paused and is not currently in conversation. After getting the number of available agents, it multiplies it by the “boost factor” (that is used to account for the success rate in connecting the numbers to be dialed) and tries to schedule as many calls. Therefore, if you have e.g. 7 available agents and a boost factor of 1.3, it will try to connect to 9 numbers at once (7 x 1.3 = 9.1).

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Helping wombats - one carrot at a time

You know how it goes; so many good ideas in real-life end up being limited by the amount of funds you can raise to implement them. That’s why Vicky, the energetic new president of “Friends of the Wombat”, called you. “Friends of the Wombat” is a non-profit institution that helps wombats in need, but their activities are limited by the rising cost of carrots; so they decided to start a volunteer fund-raising campaign.

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Outbound IVRs and dr. Strangelove

A Dr. Strangelove just called, saying he needs your help for an automated appointment reminder system. Dr. Strangelove is tired of patients forgetting appointments, so he needs a way to call them the day before and making sure they will be there at the right time. Also, as he specializes in every possible thing, he needs to know what the appointment will be about so he can either have an operating room ready to remove your appendix or his psych couch cleaned and stocked with a large supply of paper towels. Do you think you can help? After calling him, you understand that he wants a system that will not only connect to a list of numbers and handle common issues (busy calls, non-answers, etc) but also a system that is able to detect whether the callee actually confirms receipt of the message. If they do, that’s okay; if they don’t, a new call is placed after a while.

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WombatDialer a social media dialer

As we are getting started with WombatDialer, we present an initial fictional scenario that shows a number of interesting features. Let’s imagine that we work for ACME Social, a company that specializes in tracking the success of its clients on social networks like Facebook or Google+. So, every time someone befriends one of their clients, we want WombatDialer to call the client telling them their current number of friends. The call would say something like “Hello ! Customer 1234 has 127 friends. Goodbye!” This example shows a couple of features that are not trivial to implement on most dialers, notably:

  • The message will be customized with a number of parameters, so that each client receives a personalized version and not just a pre-recorded note
  • The dialer starts calling on-demand when something happens and handles reschedules internally


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