Using Odoo & Asterisk as a Call Center

Public Channel / Odoo Experience 2016

By Maxim Litnitskiy Co-founder of ATS Design - Digium (Asterisk creator) key partner in Russia

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4.

10. Dialplan context

11. Call Detail & Recording

12. SIP peer (extension)

13. Queue

1. Odoo & Asterisk The perfect PBX & Call Center Maxim Litnitskiy

15. Questions? • http://github.com/litnimax/odoo_asterisk • litnimaxster@gmail.com

9. Call Center features 0.1 • Agents configuration (static and dynamic Q join) • Queues configurations • Queue Log - statistics on call center

2. About myself • More than 10 years of Asterisk based development • Co-founder of ATS Design, Digium’s official distributor in Russia. • Asterisk development, integration and support services (global customers).

14. Future plan • Asterisk CLI inside Odoo via Javascript console. • SIPJS WEB phone inside Odoo • Odoo 10 UI features • Reports, more phone features (conference management, dialer, IVR builder, etc.)

8. PBX features 0.1 • SIP extensions configuration • Providers & gateways configuration • Dialplan (call logic) configuration • Call Detail Records (CDRs) with recording play / download. • Current calls

6. Asterisk • Can keep all .conf files mapped to database. • Can use database for realtime data: • SIP RealTime interface (SIP peers inside Odoo) • Realtime dialplan (Asterisk contexts inside Odoo) • CDR (Call Detail Records) • Queues and agents.

3. Barriers: where Asterisk met Odoo :-) Asterisk PBX with: • 250 SIP and 300 GSM intercoms connected to the Queue . • 28,000 residents calling periodically to place guest entry orders. The 1-st month of production: • > 180,000 cars passed. • > 15,000 guest orders. • > 135,000 calls answered by call center agents.

7. Building parts • Odoo server - UI & PostgreSQL storage of all Asterisk .conf files. • Asterisk Stasis application - call control and execution using Asterisk REST interface (ARI) & OdooRPC. • Asterisk Middleware PBX Broker - call origination, current calls, reload modules, etc - high level abstraction from Asterisk internals to be called from Odoo python or JS code.

5. Odoo & Postgres • UI for: • Telephony admin (extensions, dialplan, queues, etc.). • Telephony user (call history, voicemail, recordings, call forward, etc ). • Storage for: • PBX related logic (peers, dial plan, user’r telephony settings) • Recorded calls • Voicemail • Call details records (CDRs) and Queue log.

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