Robotic Call-Center

Integrated solution for mass calling subscribers - notification, telemarketing and call-center incoming / outgoing calls.

Basic use cases

  • Call subscribers with notification by voice message or interactive voice response (IVR) with saving the menu item / items selected by the subscriber.
  • Call with a survey using robotic IVR with speech recognition, based on the subscriber's answer, the call can be redirected to the queue with agents.
  • Cold call to supply calls to the queue call-center.
  • Classic call-center incoming call.
  • Please note, that the system is high-performance, Multifunctional PBX (FreeSwitch) To work with a large number of simultaneous calls and can be used for these purposes by default.

What do we offer?

*reference «Basic modules» и «Basic functions».

Our company offers installation, configuration of a turnkey system for VPS, VDS or local client server.
All software used, except for core Dialer, is presented as open source and can be copied and modified in the future at the discretion of the customer.
Core Dialer is installed as a compiled application. The source code of the dialer can be provided by agreement.

Additional work, such as:
  • creating custom front-end modules (For example, call-center reports)
  • dialplan scripting, IVR, creation system of speech synthesis and recognition, etc. (Lua, Python, Javascript).
  • providing and modifying the Dialer source code
  • training acoustic models for Pocketsphinx

negotiated separately.

For whom?

  • If you have a telemarketing «startup», you can get a basic system, supplementing it with your own functionality, using our experience for fast and high-quality growth.
  • If you are already using a «cloud solution», you can significantly reduce costs without losing, and possibly gaining functionality.
  • For cloud solutions in telecommunications and call-center outsourcing.
  • Our system can serve as an excellent support for “experienced integrator companies”, increasing variability and competitiveness.
  • Also, the software package is an excellent basis for «building high-load PBX and call centers» at the enterprise level.

Brief description of the system

Basic functions Auto Dialer:
  • Launching several companies at the same time.
  • Limiting simultaneous calls.
  • Predictive dialing for call-center.
  • Calling through the database.
  • Export/Import csv.
  • Scheduled launch.
  • Limiting campaign working hours.
  • Call recording.
  • Saving call data and status.
  • The control through web-interface or API.
Additional Information:
  • Interface management (including a system of roles to restrict access to modules).
  • PBX management and configuration is possible both through the web interface in real time and through configuration files.
  • Also, by default, management is available through the built-in HTTP API interface..
  • Built-in speech recognition system (Pocketsphinx).
  • Integration with external synthesis systems (TTS) and speech recognition (ASR).
  • Availability answer detect machine(AMD).
  • WebRTC and Verto.

Dialer architecture:

  • Dailer's core is written in C and interacts with the PBX through the ESL library.
  • Campaign data and call lists are stored in a database PostgreSQL.
  • Also used - SQLite on a RAM-disk and Redis, as auxiliary databases.
  • The call origination dialplan is written in Lua.
  • Objects for handling successful calls are created using standard PBX methods. (Callcenter, IVR, AMD, etc.)
    • can also be implemented on supported interfaces - Lua, Python, Javascript.
  • The statuses of the processed calls are saved directly in the call tables for further processing of the received information.
  • The system can be installed on one server or split into a PBX server and a DB or ASR server for workload balancing.


Main settings
  • Wday - days of the week on which the campaign is allowed to run.
  • Hour - the range of hours in which the campaign is allowed to run.
  • If the current time does not fall within the specified parameters, the campaign stops running. Checked on every call.
  • Timeout - subscriber's call timeout.
  • Retry - the number of repeated calls to a unique number.
  • Pause ms - a pause between iterations, determines the «power» of the dialing.
  • Concurrent - the number of simultaneous calls (limits the number of call that can be initiated at a time)
    • If the number of calls has reached the specified limit, the dialer waits for the current call/calls to end and only then initiates a new call.
    • The option depends on the selected «mode» of the campaign and may work, both in the simple restriction mode and in the predictive mode when working with a call-center queue. In this case, at each iteration, the dialer sees the number of agents in the queue with a given status and sets the limit dynamically, based on the information received from the call-center queue.
  • String limit - the number of numbers selected from the database for each new call to the campaign.
  • Condition - the status of the number from the call list, which can be used to call.
    • Allows you not to make a second call to already processed numbers or dials, configure a more subtle repeat calls policy.
  • Type - the campaign mode has three preset values.
    • Fixed - the simplest mode, it just limits the maximum number of calls.
    • Robot - a mode for robotic IVR with speech recognition.
    • Queue - a predictive mode for working with a queue.
  • Application - an extension of the FreeSwitch dialplan that responds to a successful call.
  • Data - application data (queue name, IVR or file)
  • Queue - The name of the queue called after the «Application». For example, after the robotic Ivr.

Extra options:

  • Gateway - the name of the trunk or group of trunks used for this campaign.
  • Codec - the preferred codec for the trunk (optional).
  • CallerId - call identifier for the trunk.
  • Record path - defines the path and format of the conversation recording file. If not specified, recording is disabled.

Campaign statistics

The dashboard displays a summary of the campaign status, the number of processed and answered numbers.

Campaign statistics can be obtained for each campaign separately from the call table or from the queue log.

Example 1: Retrieving data from the call list of a campaign, in the «Enter» field saved digit pressed by subscriber in IVR menu.

When working with a call-center queue, the data is saved, also in the general queue log:

Example 2: Campaign calls accepted by call center queues. Call statuses are saved in the «Enter» field, entered by agents during a call

Examples of displayed data
  • Subscriber's number and name.
  • Name of the queue and agent who received the call.
  • Call duration data.
  • Number of attempts.
  • Actions performed by the subscriber (for example, selecting items in the IVR menu)
  • Actions performed by the agent (For example, saving the result of the conversation)
  • Conversation recording.
  • Search and filter by date and any available parameters.
Also, based on the above data, custom reports can be created, according to the needs of the customer:

Example 3: Report based on call statuses entered by call center agents.

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  • works/autodialer_en.txt
  • Последние изменения: 2021/04/09