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Open Source Call Center Software: GOautodial - easy and FREE OF CHARGE
by Rudolf Faix Saturday, March 14, 2015 7:25 AM

GOautodial is an open source web based call center system based on CentOS. It automatically installs the GOautodial applications (GOadmin, GOreports and GOagent), Vicidial, Mysql, PHP, Asterisk, Limesurvey and other open source software to have a fully functional call center system. An open source predictive dialer and inbound IVR + ACD system that rocks.

GOautodial is based on the Asterisk framework, which is sponsored by Digium. The Asterisk project started in 1999 when Mark Spencer released the initial code under the GPL open source license. Since that time, it has been enhanced and tested by a global community of thousands. Today, Asterisk is maintained by the combined efforts of Digium and the Asterisk community.

Today, there are more than one million Asterisk-based communications systems in use, in more than 170 countries. Asterisk is used by almost the entire Fortune 1000 list of customers. Most often deployed by system integrators and developers, Asterisk can become the basis for a complete business phone system, or used to enhance or extend an existing system, or to bridge a gap between systems.

GOautodial Major Features:

  • Inbound, Outbound and Blended call handling
  • Broadcast and survey dialing
  • Web-based applications
  • Wizard based configurations
  • Full call recording
  • Scalable to hundreds of seats
  • USA, UK and Canada call compliance
  • VoIP trunks and standard Telco lines
  • Support for Sangoma and Digium cards
  • Open-Source GPLv2 licensed, with no software licensing cost

 

Full Features List (based from the Vicidial engine):

  • Ability for an agent to call clients in succession from a database through a web-client
  • Ability to display a script for the agent to read with fields like name, address, etc. filled-in
  • Ability to set a campaign to auto-dial and send live calls to available agents
  • Ability to dial predictively in a campaign with an adaptive dialing algorithm
  • Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
  • Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server
  • Ability to open a custom web page with user data from the call, per campaign
  • Ability to autodial campaigns to start with a simple IVR then direct to agent
  • Ability to broadcast dial to customers with a pre-recorded message
  • Ability to park the customer with custom music per campaign
  • Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
  • Ability to set outbound CallerID per campaign or per list
  • Ability to take inbound calls gathering CallerID
  • Ability to function as an ACD for inbound and fronter/closer verification calls
  • Ability to have an agent take both inbound and outbound calls in one session(blended)
  • Ability to start and stop recording an agent's calls at any time
  • Ability to automatically record all calls
  • Ability to manually or automatically call upto two other customer numbers for the same lead
  • Automatically dial unlimited alternate numbers per customer until you get an answer
  • Ability to schedule a callback with a customer as either any-agent or agent-specific
  • Ability in Manual dial mode to preview leads before dialing
  • Ability for agents to be logged in remotely anywhere with just a phone and a web browser
  • Faster hangup and dispositioning of calls with one key press (HotKeys)
  • Definable Agent Wrapup-time per campaign
  • Ability to add custom call dispositions per campaign
  • Ability to use custom database queries in campaign dialing
  • Recycling of specified status calls at a specified interval without resetting a list
  • Dialing with custom TimeZone restrictions including per state and per day-of-the-week
  • Dialing with Answering Machine Detection, also playing a message for AM calls
  • Multiple campaigns and lead-lists are possible
  • Option of a drop timer with safe-harbor message for FTC compliance
  • Variable drop call percentage when dialing predictively for FTC compliance
  • System-wide and per-campaign DNC lists that can optionally be activated per campaign
  • All calls are logged and statuses of calls are logged as well as agent time breakdowns
  • Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
  • Agent phone login balancing and failover across multiple ViciDial servers
  • Several real-time and summary reports available
  • Real-time campaign display screens
  • 3rd party conferencing(with DTMF macros and number presets)
  • 3rd party blind call transfer
  • 3rd party conferencing with agent drop-off
  • Custom Music-On-Hold and agent alert sound for inbound calls
  • Estimated hold time, place in line, overflow queues and several other inbound-only features
  • Skills-based ranking and call routing per inbound group(queues) and campaign
  • Queue Prioritization per campaign and inbound group
  • Single agent call queueing
  • Ability to set user levels and permissions for certain features and campaigns
  • Ability for managers to listen-in on agent conversations
  • Ability for managers to enter conversations with agents and customers
  • Ability for managers to change the selected queues for an agent
  • Ability for agents to select a Pause Code when they are not active
  • Ability for agents to view the statuses of other agents on the system
  • Ability for agents to view details for calls in queue that the agent is selected to take calls from
  • Ability for agents to select and click to take calls in queue from their agent screen
  • Several Vtiger integration features: user-sync, account-sync, data interconnection (deprecated)
  • Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD)
  • Web-based data export utilities
  • Web-based administration
  • DID, phone and carrier trunk provisioning through the web interface

 

GOautodial can be downloaded for free from http://goautodial.org/
CentOS can get downloaded for free from http://www.centos.org/ 

In combination with the outbound provider Voicetrading and Voicebuy you'll get a very cheap solution for your call/contact center.

 

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I'm since more then 35 years in the computer business (programming and technical support) and using the Internet since it has started. Since 2002 I'm programming solutions for Asterisk and since 2004 I'm in the call center industry.

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