The tutorial is about learning how to Build a Database/API-driven Call Center Solution/PBX using asterisk PBX. You will learn the following

• In-depth Knowledge of Asterisk PBX.

• How to setup Trunk to any provider of your choice using chan PJSIP (Config File & Database Table

• How to work with Asterisk dial plan to implement different business scenarios

• How to setup Interactive Voice Response (IVR) System with Time-based call routing

• How to setup PBX for Organization using Asterisk

• How to setup Automatic Call Distribution amount the Agents (Database and Configuration file driven approach)

• Integrate Asterisk with Any Database of your Choice (MySQL, SQLite, PostgreSQL, MSSQL)

• Setup MySQL Database in Linux environment and integrate it with Asterisk PBX

• Working with Musiconhold (Config File & Database table)

• Make API call in your dial plan to an external system in real-time

• Secure Your PBX

After learning the basics of Asterisk, We are going to implement Call Center Solution for a fictitious Hospital(The Great Hospital) that has an Online Medical Consulting Service with the following requirements

• Prompt

  • 1 => Consulting

  • 2=> Customer Service

  • 3 => Self-Service ( 1 .Book Appointment 2.Cancel Appointment 3.Confirm Appointment 4.Check Outstanding Bill)

• User Story (Implementation Requirement)

  • Consulting Unit: Working Hours: 8 AM – 9 PM, Call Outside the working hours should be routed to the customer service unit

  • Access to the Consultant is based on appointment and registered client (Validation via API call)

  • Booking of Appointment should be logged in the database and email notification sent to Customer Service

  • All calls (Inbound and outbound) must be recorded for Quality Assurance. Any missed call should trigger a mail to the supervisor/monitoring email group for quality assurance.