WombatDialer Integration

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HowTo Integrate Loway’s WombatDialer Predictive Dialler in your pascom phone system.

Overview

WombatDialer is a predictive dialer developed by Loway. The WombatDialer automates the telephone call origination process, thus eliminating the cumbersome, time consuming manual dialing. This enables you to achieve greater, more efficient CallCenter agent utilization for example during Telemarketing Campaigns. Further applicable usages are outlined on the WombatDialer Homepage or visit our website for more information about our CallCenter solutions.

WombatDialer

The WombatDialer is installed on a separate server (not directly on the pascom server). In order to communicate with pascom, the WombatDialer establishes a connection via the Asterisk Manager Interface. Next, a list of the desired phone numbers which are to be called must be stored within the WombatDialer which upon starting the campaign (1) will be called and as soon as the call is answered (2) be connected to any desired point of contact within pascom, such as Teams, Users, IVR menus or scripts.

Configuration

Preparing pascom

Asterisk Manager Interface Configuration

In order to communicate with the pascom server, the WombatDialer requires access to the Asterisk Manager Interface (AMI).

To do this, you will need to (if you have not already done so) enable the AMI to allow public access which can be done via > and then selecting public under the Allowed AMI Connections within the Basic Data tab as shown below:

Under Enabled net you can enter the IP address of the WombatDialer server and set the Enabled Mask to 255.255.255.255. This will ensure that only the WombatDialer’s IP address will be able to gain access to pascom server, this increases security significantly and is therefore recommended.

Creating a WombatDialer Integration Script

In order to integrate the WombatDialer, a script within the pascom is required. With future pascom versions this script will already preinstalled and will be named wombat. Should the script not be pre-installed within your pascom version, you can add it using the > menu:

exten => _ X.,1,NoOp(WombatDialer)
same => n,Wait(0.25)
same => n,Set(MDC_CALLER_NUM_TRUNK=${CALLERID(num)})
same => n,Set(MDC_CALLER_NUM_INTERNAT=${CALLERID(num)})
same => n,Set(MDC_CALLEE_NUM_TRUNK=${EXTEN})
same => n,UserEvent(ResolveCallerName,Strategy: default,Outbound: 0,Channel: ${CHANNEL})
same => n,Wait(0.25)
same => n,Set(MDC_NUMPREFIX_TRUNK=0)
same => n,Set(CHANNEL(language)=de)
same => n,Goto(mdc_external,${EXTEN},1)

Additionally, you can modify the following script variables (optional):

Variable Meaning
CHANNEL(language) Sets the channel language for all announcements that you may wish to use later on. Possible values can be found under the Advanced > Prompts menu options and then via the selection button Action > Language: edit. You will be able to use any of the values found within the table column Language Abbreviations with the CHANNEL(language) variable.
MDC_NUMPREFIX_TRUNK Should you have configured your pascom so that you have to dial a prefix (e.g. 0) in order to select your standard trunk, then enter this prefix within the MDC_NUMPREFIX_TRUNK variable.

Please don’t forget that you will need to Apply all of the above modifications (jobs) in order to activate the configurations set.

Finding the Internal Trunk Name

The WombatDialer requires access to a Trunk in order to able to call external parties, which means that you will need to provider the WombatDialer with the internal pascom name for your desired trunk. Unfortunately, it is not possible to determine the internal trunk name via the pascom interface. In order to find out what the internal trunk name is, please login into the Asterisk CLI (see Accessing pascom).

Enter the command sip show peers which will provide you with the following output info:

pascom*CLI> sip show peers
Name/username             Host                                    Dyn Forcerport ACL Port     Status      Description
KgZR1z3w4GBgWHa/KgZR1z3w4 172.16.214.1                             D   a             64358    OK (1 ms)
mdc_trunk_conf-1/dev-test 172.16.214.10                                N             5060     OK (3 ms)
2 sip peers [Monitored: 2 online, 0 offline Unmonitored: 0 online, 0 offline]
pascom*CLI>

All internal trunk names begin with mdc_trunk_conf- (in our example, mdc_trunk_conf-1). Using the username (in this example dev-test+) and the host address (in this scenario +172.16.214.10) you should be able to identify which internal name belongs to which trunk, in the majority of cases.

WombatDialer Installation

In accordance with Loway’s Instructions you should setup the WombatDialer on a separate server.

Please Note: Under no circumstances should you install the WombatDialer directly on the pascom server, rather you should always use another Linux Installation such as Ubuntu, Debian, CentOS, etc. on a separate server or separate virtual machine!

WombatDialer Configuration

Once the WombatDialer installation has been completed, login into the application. Under Edit Basic Settings you will need to configure the connection to pascom:

WombatDialer Configuration

Asterisk servers

Enter your pascom IP address as the Server address. As Login and Password use the user data you entered when creating your Asterisk Manager Account

Trunks

Here you will need to define which pascom trunk the WombatDialer should use to be able to do its job. This is where you will need to enter the internal trunk name we found earlier and enter it in the Dial String field. Which means if your trunk is called e.g. mdc_trunk_conf-1 the Dial String will look like:

SIP/mdc_trunk_conf-1/${num}

* ${num} will always be replaced by the called telephone number later on.

End Points

An End Point is the desired destination within the pascom with those external parties who have been called over the trunk will be connected with. These end points could be for example pascom teams, users, IVRs or scripts. There are two forms of end points available within the WombatDialer:

Parameter Description
QUEUE Should you like the destination phone numbers to be connected with a pascom team, then you should use this end point form as this will mean that the WombatDialer monitors the availability of your agents etc.
PHONE All other End Points, such as Users, IVR menus or scripts require you to use this end point type

Further parameters which you will need to setup within an End Point include:

Parameter Description
Queue name / Phone End point name. If you use the QUEUE end point type, then the name must match exactly the name of the that team within pascom, Otherwise this is completely up to you
Located at: Extension The extension number of the team, user, IVR or script etc, …
Located at: Context Is always wombat. This ensures that the script we added above, will always be used as the initiate point into the pascom dialplan.

Starting the Dialer

To start the dialer, navigate back to the Home Tab within the WombatDialer and start the dialer by click on the Play Button under Dialer status. That’s it, the integration between pascom and the WombatDialer is done.

Further details can be found either in Loway’s Instructions Manual or in our example video documentary below.

Practical Example