Administration Guide


1. Overview - TOP

ICTDialer© is multi-tenant Voice, SMS & Fax broadcasting software solution for Small and Medium Businesses and Service Providers. ICTDialer© has smart auto-dialer and smart predictive dialer capabilities. It enables service providers to offer broadcasting services to their users. It can be scaled to blast thousands of simultaneous calls using either VoIP or PSTN. ICTDialer© can handle most voice broadcasting scenarios. It is simple, reliable and easy to use and has user friendly web portal to manage.


2. Roles - TOP

There are two basic roles in ICTDialer: Administrator and User

2.1. Administrator - TOP

This role actually manages overall resources of system like managing users, making payments, adding new destinations, setting routes and most importantly allocating available extensions and channels to users. It also manages contacts, files and campaigns.


3. Campaigns - TOP

User (User or Admin role) can click on “Campaigns” menu on main menu bar to access campaign section. It has two menu items. That is Campaign Management (List) and Create New Campaign.

3.1. Campaign Management (List) - TOP

When user click on List menu, it will open a page as shown below. Here user have various options for campaign management.

Edit: Modify/Edit existing campaign parameters before it starts
Delete: Deletes selected campaigns
Log Report: Shows log report including the status of each dialled contact.
Status: Displays current status of the campaign. Status can be Running, Completed, Scheduled, Paused, Pending.

3.1.1. Create New Campaign - TOP

User can access this option from:
1. Click on "Campaign" menu.
2. Click on "Create New Campaign"
4. Select the type of campaign (e.g. Voice, Fax and SMS)

ICTDialer© provides all the campaigns into three main categories i.e. Voice, Fax and SMS. Voice Campaign has further two types of messages to broadcast: Recorded Message and IVR. IVR is a special type of message where a series of recorded messages are played and called person presses some keys on his cell phone in response.


A detailed overview of each of the campaigns shown in figure above is given below. This detail will highlight the purpose of the campaign, how to create it, and its important fields that should be filled.

3.1.2. Voice Campaign - TOP

The purpose of this campaign is to broadcast a voice message. Voice message to broadcast could be a simple recording (of .wav type) or an IVR (Interactive Voice Response). IVR is a special type of message where a series of recorded messages are played and called person presses some keys on his cell phone in response.
This campaigns dial numbers from contact list, on answer by the recipient, play recorded voice message (or an IVR) and hangup.
To create this campaign, User will select “Voice Campaign” from the list of campaign type. This will open a form that lists all the options and settings for creating voice campaign. The general parameters that user need to fill out for any type of campaign are:
Campaign Name:
Name of the campaign for identification
Delay:
Delay before processing each contact.
Voice Message Type:
Select from list of already created / recorded messages or IVRs. If you select message type as IVR, then you'll choose from already created IVRs that will be shown in the drop down.

Contact Group:
Select contact group/List of phone numbers that this campaign will dial.

Campaign Schedule:
Start campaign: Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time
Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected data and time

Click on "Save" button on top to start the campaign.

3.1.3. SMS Campaign - TOP

This option allows user to create SMS Campaign. This type of campaign dials numbers from contact list and send SMS messages to all recipients. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign. The general parameters that needs to fill out for this of campaign are:

Campaign Name:
Name of the campaign for identification

Delay:
Delay before processing each contact.

Message Text:
Write text message in this textarea that that will be broadcast.

Contact Group:
Select contact group/List of phone numbers that this campaign will dial.

Campaign Schedule:

Start campaign: Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time

Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected data and time


Click on "Save" button on top to start the campaign.

3.1.4. Fax Campaign - TOP

This option allows user to create Fax Campaign. This type of campaign dial numbers from contact lists and on answer by the recipient, transfers fax documents. When user selects this campaign, it will open a form that lists all the options and settings for creating this campaign. The general parameters that needs to fill out for this of campaign are:

Campaign Name:
Name of the campaign for identification

Delay:
Delay before processing each contact.

Fax Document:
Select already uploaded fax document to broadcast.

Contact Group:
Select contact group/List of phone numbers that this campaign will dial.

Campaign Schedule:

Start campaign: Schedule campaign start it has following options
a) Immediately: Start campaign immediately just after creation
b) On Scheduled Time: Start campaign on selected data and time

Stop/Pause campaign: Schedule campaign stop time it has following options
a) When Done: Stop campaign when every thing is completed
b) On Scheduled Time: Stop campaign on selected data and time


Click on "Save" button on top to start the campaign.

3.2. Campaign Log - TOP

Campaign Log option provides user a view of campaign status. It shows the delivered calls, undelivered calls, failed, Not called, congestion etc.


4. Contacts -- TOP

ICTDialer© allows user to manage contacts. Contacts can be grouped together into a contact group. Contacts are basically telephone numbers to be dialed. A contact group can have telephone numbers of multiple destinations/countries. User can also manage contact groups as GSM contacts and other contacts.

4.1. New Contacts - TOP

A contact is a phone number with other personal information.

Name: name of the contact
Company: Company name of the contact.(optional)
Address: Physical address of the contact (optional)
Phone Number: Phone number of the contact to dial
Email: Email address of the contact.
Description: Some description about the contact. (optional)
Contact Group: Select the contact group for this contact.

4.2.Contact Groups - TOP

Following figure shows required fields for creating a contact group into the system.
Title:
Title allows user to distinguish between different contact groups.
Type:
Type of the contact group can be either GSM or Other (non-GSM) contact.
Description:
Description allows to further elaborate contact group if title is not enough meaning.

4.3. Import Contact - TOP

It allows user to bulk import contacts in csv format.


5. Manage Files - TOP

This is very important area of ICTDialer©. It allows user to manage recording files, Fax documents and IVRs. All these options are required when user need to create a campaign. In other words, whenever user want to create a campaign of his/her choice, he/she first need to come to Manage Files area to upload some recordings, fax documents, or create some IVR in the IVR designer area.

5.1.IVRs - TOP

IVR stands for Interactive Voice Response. It allows system to read custom information using text-to-speech or recorded message and to detect keypad inputs. IVR can be used to build systems such as virtual receptionists, custom appointment reminders, and advanced telephone surveys.

IVR Designer:
IVR Designer allows you to create advanced telephony systems with a simple drag-and-drop interface. The user can pick any application from the toolbar area, then click and drag it to the main drawing area and drop it. This will create that application at the dropped location. Its drag-and-drop interface makes it easy for users to create voice response applications in a web browser. IVR Designer's toolbar contains the applications to create an IVR. Following is a brief description of each of those application.
Start: This application is already created in the designer area. It sets the starting point for the IVR to play.
Call Answer: Call answer applications answers an incoming call
Call Hangup: Hangup application forces a call to be disconnected.
get Input: get any input request from your IVR.
Play Audio: Plays a sound file. You can use a sound files from Recording section in the settings area.
Call Transfer: The Transfer application connects the active call to a specified phone number of an agent. This number is referred as Extension number in ICTDialer©.
Call Record: The Record application can either create a recording, which starts with a beep and ends with the user pressing pound, or it can record the remainder of the call.
Options Menu: Options Menus are used to gather keypad input from the user. Each menu node requires at least one "Play" node to present options to the user, and one or more "Key Press" nodes to handle the incoming key presses.
Answering Machine Detection (AMD): It detects after answering of a call whether it is Human or Machine. Then on the basis of this decision, user can perform any action.
Do Not Call (DNC): DNC Application add a number to DNC list.
Text-To-Speech (TTS): TTS application allows user to enter text that will be played as sound.

5.2. Recording File - TOP

This is an area where user will upload recordings. These recordings could be messages, survey questions, introductory message etc.

5.2.1. Preparing Voice Recordings - TOP

The required format of sound file need to 8 Khz sampling rate , 16 bit mono and supported types is wav file. User can use one of following methods to create 8 khz 16 bit mono wav files.

a. Microsoft Windows built-in recording tool "Sound Recorder"
1. Click on "start" button on windows operating system.
2. Click on "All Programs"
3. Click on "Accessories"
4. Click on "Entertainment"
5. Click on "Sound Recorder"
6. Record your voice through mic using start and stop buttons
7. Click on File menu
8. Click on "Save as"
9. Enter proper file name
10. Select "Save as type" as wav file
11. Click on "Change" button to change format to 8khz 16 bit mono
12. Upload saved file to ICTDialer© as new recording
b. TTS (Text-to-speech) programs
Open source solution like espeak, flite and festival and commercial solutions like cepstral, ispeech and voiceforge. This feature has been added to new version of ICTDialer© using festival TTS program. Now user just writes text, its audio will be created by system.
c. Open source software audacity for audio recording and editing
d. Professional voice overs from professionals from providers like voice123

5.3. Fax Documents - TOP

This is an area where user will manage fax documents.

6. Extensions- TOP

Will be updated soon.

7. Provider Trunk Configuration- TOP

1. Get trunk configuration from your sip provider

2. Create Gateway in Freeswitch. Follow instruction at http://wiki.freeswitch.org/wiki/SIP_Provider_Examples on how to setup a gateway in freeswitch.

3. Reload or restart Freeswitch

/usr/local/freeswitch/bin/freeswitch -stop
/usr/local/freeswitch/bin/freeswitch -nc (for starting freeswitch)

4. Login at ICTDialer GUI as admin

5. Goto "Provider Trunks" -> "Create new Provider Trunk"

6. Enter Trunk_name also setup prefix settings as per your requirement and save it. Trunk_name must match with [gateway name] as given in your gateway .xml file in Freeswitch.


8. Administration - TOP

This is the administration end of the ICTDialer© System. Here use can manage Contact, Voice, Fax and SMS settings like selecting default Gateway. The user can also manage broadcasting gateways here and can make test call or test SMS through these gateways.

8.1. Contact Settings - TOP

Contact settings allows user to set patterns of GSM phone number or Other Phone number. It also provides a check box to check for duplicate phone numbers.

8.2. Fax Settings - TOP

Fax settings allows user to select the default Gateway for the Fax broadcasting service.

8.3. SMS Settings - TOP

SMS settings allows user to select the default Gateway for the SMS broadcasting service.

8.4. Voice Settings - TOP

Voice settings allows user to select the default Gateway for the Voice broadcasting service.

8.5. Broadcast Gateways - TOP

Broadcast Gateways allows you to configure different available gateways on your system. It shows you all the Gateways and allows you to configure their settings as well as to make some test call or SMS. For example, following figure shows all the gateways available.

8.5.1.Plivo Gateway Settings - TOP

Plivo is a Voice Gateway that provides Voice REST APIs and RESTXML to connect with freeswitch. Once Plivo is running, user can provide its server address, accountID, athentication key, and server port to connect through this system.

8.5.2.Kannel Gateway Settings - TOP

Kannel is an SMS Gateway that allows you to send SMS to any number. Once Kannel is running, user can provide its server address, server port, user name, password, SMS binaries path, config path, and source number to connect through this system.