Newfies dialer Auto dialer Software

Newfies-Dialer DocumentationRelease 3.9.2

Arezqui Belaid

Jan 11, 2017

CONTENTS

1 Introduction 31.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.2 Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.3 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.4 Server Specification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.5 Pricing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.6 Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2 User Guide 92.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92.2 Quick Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102.3 Customer Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.4 Survey & IVR Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132.5 Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272.6 Voice Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332.7 SMS Campaign . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402.8 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422.9 Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

3 Admin Guide 453.1 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453.2 Freeswitch Trunk configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453.3 Site Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483.4 Rebranding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483.5 SMS Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493.6 SMS & Call Billing Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543.7 Dialer Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643.8 Add User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 653.9 TTS Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 673.10 Admin Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 683.11 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

4 API Reference 854.1 UserSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 854.2 UserProfileSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864.3 AudioFileSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 874.4 BranchingTemplateSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 874.5 CampaignSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894.6 ContactSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914.7 ContentTypeSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

i

4.8 DNCSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 934.9 DNCContactSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 944.10 GatewaySerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 954.11 PhonebookSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964.12 SectionTemplateSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974.13 SMSCampaignSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 994.14 SMSGatewaySerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014.15 SubscriberListSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024.16 SurveySerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1034.17 SurveyTemplateSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1034.18 PaymentSerializer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

5 Extra 1095.1 Custom Originate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

6 Indices and tables 111

Python Module Index 113

ii

Newfies-Dialer Documentation, Release 3.9.2

Version 3.9

Release 3.9.2

Date Jan 11, 2017

Contents:

CONTENTS 1


2 CONTENTS

CHAPTER

ONE

INTRODUCTION

Web http://www.newfies-dialer.org/

Keywords voice broadcasting, autodialer, voip, freeswitch, IVR, SMS, call blasting

Newfies-Dialer is an SMS and voice broadcasting system built to support cloud based servers and can also work onstandalone servers. It uses Freeswitch (VoIP Server) to make calls.

3

http://www.newfies-dialer.org/http://www.freeswitch.org/


Using very simple steps, Newfies-Dialer will help you create campaigns, add phonebooks, contacts, build audio mes-sages and create complex telephony applications for voice broadcasting.

Newfies-Dialer provides an extensive set of APIs to easily integrate with third-party applications. Virtually everyfeature on the UI can be managed via the APIs.

4 Chapter 1. Introduction


Overview

Utility

Features

Server Specification

Pricing

Contact Us

1.1 Overview

Newfies-Dialer can be used by anyone who has a need for SMS broadcasting, mass outbound calling, voice broadcast-ing or providing outbound IVR Some of the potential uses for Newfies-Dialer are listed below.

The Newfies-Dialer may be used by either companies who wish to make calls on their own behalf, or by SaaS (Softwareas a Service) companies that want to provide bulk dialling and SMS broadcasting facilities to their own customers.

Newfies-Dialer can be configured on a single server, or for really high capacity or high speed systems, Newfies-Dialercan be configured across multiple servers.

1.2 Utility

Newfies-Dialer is loaded up with a list of telephone numbers that can be dialled sequentially at very high rates ofcalling depending on carrier capacity and hardware, potentially delivering many millions of calls per day.

When the called party answers the call, Newfies-Dialer passes the call to a telephony application that is customdesigned to provide the desired behaviour.

Some examples of where Newfies-Dialer may be used follow:

Lead Generation: Broadcast messages to contacts with a press one facility to transfer calls to a callcentre.

Telecasting: Broadcast marketing or informational messages to customers and clients.

Phone Polling, Surveys and Voting: Ring large numbers of people and present IVR options for either pollingtheir opinions, interactive surveys, or taking their vote and record the results.

Debt Control: Customers can be automatically reminded at intervals that they owe money, and an IVR menupresented to talk to the finance department or passed to a credit card capture IVR to pay over the phone.

Dissemination of information via phone: Newfies-Dialer was originally designed to call large numbers ofpeople and disseminate medical and health advice via cellphone in 3rd world countries where often, literacylevels are low. On a local scale, it can be used to disseminate information about forthcoming community events.

Mass Emergency broadcast: Where there is a necessity to warn large numbers of people in a short space oftime, such as weather warnings, evacuation notices and crime prevention.

Subscription Reminders and Renewals: Where a company sells an annual subscription for a product or ser-vice, Newfies-Dialer can be configured to dial the customer, remind them that the subscription is due.

1.1. Overview 5


1.3 Features

Broadcasting Web-based SMS and Voice Broadcasting application.Distributed Runs on one or more machines. Supports broker clustering and HA when used in

combination with RabbitMQ. You can set up new workers without centralconfiguration.

Concurrency Throttle Concurrent Calls.Scheduling Supports recurring tasks like cron, or specifying an exact date or countdown for

when the task should be executed. Can re-try failed calls at a later time.IVR support Accommodates multiple IVR scripts with options to connect the user to another

IVR/phone number on pressing a key.Web Interface Newfies-Dialer can be managed via a Web interface. Realtime web-based reports

for call details and current calls.ImportContact

Import contact details from a .csv file

Multi-tenant It provies different roles for end-users, staff and administrators. With Appointmentreminders module, it also provides Calendar Users.

RealTimeControl

Control the speed of campaigns in realtime, as well as start, stop and pause buttonsto control the campaigns

Surveys IVR designer application enable the easy creation of survey application used.Survey reports can be consulted in real-time.

Audio file Support multiple audio file formats : wav, mp3, ogg, gsm, etc...Text2Speech Supports powerful text2speech engines : Flite, Acapela, Cepstral, and any MRCP

capable MRCP engineDNC Support Do Not Call List. Several DNC lists can be managed per campaign and per

user.SMS SMS delivery, SMS Gateway support, SMS campaign.AMD Answering Machine Detection module is available.Rebranding &Whitela-belling

Rebranding and design services to match your corporate imagee.

USATimezoneSupport

Contacts timezone identified from the telephone number and called according totheir local time.

1.4 Server Specification

For best performance we recommend a highly specified server with good IO suggesting SSD, RAID 0 or RAID 10,plenty of RAM and multiple processors.

The capacity of your Newfies-Dialer server can only be determined accurately with benchmarking.

As a rule of thumb, if you are looking for more than 500 concurrent calls, then we would recommend a multi-serverinstallation consisting of one database and web server and multiple Freeswitch systems to make the calls.

1.5 Pricing

Newfies-Dialer can be installed on either your servers (On-Premises) or on our servers (Rented) in our data centre. Ineither case, you provide the carrier to terminate your calls, if you need a carrier we can give some recommendations.



To see pricing for on-premises and rented servers with or without AMD, visit our pricing page: http://www.newfies-dialer.org/pricing/

1.6 Contact Us

Star2Billing is the company behind the Newfies-Dialer SMS and Voice Broadcasting Solution and can be contacted atthe email addresses and telephone numbers below during our normal working hours, Central European Time.

Star2Billing can be contacted at:

Email: [email protected]

Tel (UK): +44 117 911 4474

Tel (USA): +1-202-464-8397

1.6. Contact Us 7

http://www.newfies-dialer.org/pricing/http://www.newfies-dialer.org/pricing/mailto:[email protected]

CHAPTER

TWO

USER GUIDE

Contents:

2.1 Overview

Newfies-Dialer is a powerful SMS and Voice Broadcasting system which can be installed on dedicated servers orcloud servers. The underlying telephony engine is Freeswitch, and it is designed to send calls via VoIP using the SIPprotocol and is compatible with nearly all SIP carriers.

Newfies-Dialer comes installed with a web interface to allow the easy configuration of market messages, surveys andcampaigns.

Features

Restful-API based to easily integrate the platform dialer with third-party applications

Web-based administrative/customer interfaces

Lower operating costs

Calls are made through Internet VoIP. No need for telephony hardware

Call reports and Statistics

The following user documentation will cover:

A quick start guide to cover the basics

A detailed guide to the purpose of all the survey nodes

The customer panel

Creating phonebooks and contacts

Configuring voice and SMS campaigns

Reports

The dashboard

We suggest you follow the quick start guide to get an overview of the system, then start creating your own surveys andcampaigns.

9


2.2 Quick Start

The purpose of this short guide is to give a quick overview from creating a suvey through to making an outbound call.It is recommended that you run through this guide on your own platform before attempting more complex surveys andcampaigns.

We are going to use the customer portal to:

Create a phonebook

Add some contacts to the phonebook

Create campaign using the survey and campaign

Start the outbound voice broadcast.

NB: These tasks should always be done from the Customer Portal and not from the Admin Interface. To proceed, clickCustomer Panel at the top of Admin interface.

2.2.1 Create Phonebook

The phonebook is where lists of subscribers are grouped. Click Customer Panel on the top menu in the AdminDashboard, then click Phonebook, and add a new phonebook.

Create a new phonebook called, for the purposes of the exercise, PB1, and give it a description.

2.2.2 Add Contacts

Click contact, and add a new contact. As a minimum add a phone number to call in the Contact field, and for thepurposes of this demonstration, enter your own telephone number in full international format including the leading +,for instance +12024648397 in the USA or +441179114474 in the UK

Repeat as necessary until you have your test numbers added.

It is possible to upload numbers from a text file. The methodology is covered later in this guide.

2.2.3 Add Survey

Next we are going to configure the survey that will be executed when Newfies-Dialer calls your phone and you answer.Click Modules, Survey, then click add. As is traditional with first steps, we will call this survey Hello World.

The aim is that Newfies-Dialer will call you, and when you answer, Newfies-Dialer will broadcast Hello World toyou using the text to speech engine in Freeswitch.

Click Add Section and select Play Message, enter Hello World in the section title. This is the speech that willbe read out by the TTS engine. It can be edited later. When done, click save.

Best practice is that we should explicitly hangup, and mark the survey as complete, so click Add Section and selectHangup as the node type. Type Goodbye in the section title, and tick Survey complete

Next, set up the node branching. On the play message panel, click the branch icon, and select Goodbye as the nextdestination.

Finally, click Close Survey, and move on to configuring the campaign.

10 Chapter 2. User Guide


2.2.4 Configure Campaign

We now have all the components to create and run our campaign, so click campaign, and click add.

Give the Campaign a name, say CPN Hello World, optionally, a description, set a caller ID to pass the called party,select the A-Leg Gateway you configured earlier, the application, Hello World, and highlight the phonebook PB1, andsubmit. You will be returned to the list of campaigns.

2.2.5 Start The Campaign

We are now ready to launch the campaign, simply press the Play button against the CPN Hello World campaign.

In a few seconds, your campaign will launch, your phone will ring, and you will hear Hello World followed byGoodbye broadcast to you over the phone.

Note: In some countries, telemarketing, phone polling, and automated dialling is under regulatory control, and adviceshould be sought as to how best to remain within the limits of the law. First points of reference may be Ofcom in theUK and the Federal Trade Commission (FTC) in the USA.

2.3 Customer Panel

Customer Panel URL : http://HOSTNAME_IP/admin/

This application provides a user interface for restricted management of the Users Campaigns, Phonebooks and Sub-scribers. It also provides detailed reporting of calls and message delivery.

Login Page

Dashboards

Campaign

Contacts

Reporting

Modules

User Account

2.3.1 Login Page

Index page for the customer interface after successful login with user credentials

2.3. Customer Panel 11

http://HOSTNAME_IP/admin/


2.3.2 Dashboards

There is a voice and SMS dashboard which gives an overview of the results of the survey.

2.3.3 Campaign

A voice campaign and an SMS campaign configuration screen is available to configure the desired type of campaign.

2.3.4 Contacts

Phonebooks are created here, which contain contacts which can be entered manually or imported from a properlyformatted text file.

2.3.5 Reporting

As the campaign is running, and at the end of campaign, you can check the CDR (Call Detail Reports), the resultsof your survey, the subscriber report telling you the status of each queued and completed call, and the SMS reports.There are appropriate filters and search functions for each report, and they can be downloaded to CSV, Excel files orJSON values.



2.3.6 Modules

Configure Surveys, uplaod Audio files and DNC (Do Not Call) lists.

2.3.7 User Account

Click the dropdown to check your account settings, your account limits. set your language, check notifications andlogout.

2.4 Survey & IVR Configuration

Create Survey

Survey Nodes

Survey Completion Retry

DTMF input with Audio

TTS or Audio file

Tag Substitution with TTS

Capture Digits

Conference

DNC

Hangup

Multi-Choice

Play Message

Rating Question

Record Message

SMS Message

Call Transfer

HTTP API

Survey Branching

Uploading Audio Files

2.4.1 Create Survey

We recommend that you create and prototype the survey using Text to Speech, particularly with more complex surveys,once you are happy with the end result, then you can use the TTS as a script for your voice talent.

There are more details on uploading audio files further on in this section.

2.4. Survey & IVR Configuration 13


The survey application for Newfies-Dialer allows polls and surveys to be taken over the phone.

Each contact is called, and then played a sound file or Text to Speech (TTS). After the sound file is heard, the user canenter their answer through the phone keypad using keys 0 to 9.

2.4.2 Survey Nodes

There are many types of survey nodes which allow to create complex IVR applications. On each node you will be ableto perform call transfer, capture digits, go to conference room, add a contact to the DNC list and much more.

Most survey nodes have similar attributes that include:

Section Title, the title of the section and becomes the TTS (text To Speech)



Audio File, The sound file to be played for this node.

Retries, if no valid input, then the question can be asked again.

Timeout, the amount of time before it is considered that no input has been received.

Check Validity, whether the answer is deemed valid.

Audio Invalid Input, The audio to play when invalid input is received.

Survey Complete, check this field to mark the survey is complete for reporting & retry purposes.

2.4.3 Survey Completion Retry

As mentioned in the list above, When a node is created, the Survey Complete checkbox can be turnedon so that it is clear that the contact reached a certain point in the survey and did not abandon the callearly.

Usually, one of the last nodes in the survey is marked as Survey Complete.

If the contact does not get as far as a Survey Complete node, then Newfies-Dialer can call them back tohave another go at the survey.

The Completion Retry interval and number of times to retry is set in the campaign under the DialerCompletion Settings section.

2.4.4 DTMF input with Audio

Any node where you expect to recieve DTMF must have either TTS or an audio file, even if that audio file is only halfa second of silence.

2.4.5 TTS or Audio file

When no audio file is selected against a node, the TTS will be used. The TTS is automatically created from the title orquestion that is assigned to the node, but it can be edited afterwards.

2.4.6 Tag Substitution with TTS

This is the list of standard tags that will be automatically replaced: {last_name} {first_name} {email} {country}{city} {contact} // This is the phone number

If you need more flexibility, you can use the Additional Parameters (JSON) field which allow you to add customkey-values that will be replaced.

For example, lets add this in Additional Parameters (JSON): {company_name: Canonical, bonus :200, currency : euro}

When you create a survey with a node that plays TTS, you can easily replace the key-values in the text. Text example:

We are calling you on behalf of {company_name}, you will receive a bonus of {bonus} {currency}

This will play:

We are calling you on behalf of Canonical, you will recieve a bonus of two hundred euro



2.4.7 Capture Digits

Captures a series of digits, e.g. a telephone number or account number and stores it in the reporting. The number ofdigits and the minimum and maximum values can be set.

2.4.8 Conference

Set up a conference with outbound calls. The default conference number in Freeswitch is 9888. The Freeswitchdialplan can be adjusted to add more conferences.



2.4.9 DNC

Do Not Call node, which will add the called contact to the DNC list configured in the campaign.



2.4.10 Hangup

Hang up the call at the end of the survey. Its good practice to always end a survey with an explicit hangup.



2.4.11 Multi-Choice

Multi-Choice offering options 0 to 9. The value placed in the Key X fields appears in the survey reports.

Survey branching can be used to control the flow of the IVR depending on the key pressed.



2.4.12 Play Message

Play message is simply to play a message, either with TTS or pre-recorded audio.



2.4.13 Rating Question

Rating allows the entry of a digit or digits from 1 to X, where X is a number you select.



2.4.14 Record Message

Record a message, the system stops recording after 3 seconds of silence, or by pressing the # key. The IVR flow willthen continue.

Recordings can be listened to in the survey reports menu.

2.4.15 SMS Message

Play a message to the customer, either via TTS or audio file, then send an SMS message to the customer.

Note that when the campaign is created, an SMS gateway must be selected under the Dialer tab.

Reports on SMS messages can be be viewed under the Reporting section.

2.4.16 Call Transfer

Used for press one campaigns and live lead generation. This node bridges the call to the number in the PhoneNumber field when the contact answers.

The field can have a telephone number or something like sofia/gateway/my.gateway/12345 which will direct the callvia a specified gateway (my.gateway) to number 12345.

Note that if your carrier requires a prefix, it must be added here, as the prefix against the gateway configuration inNewfies-Dialer is not respected.



In order to support screen-pops and deliver other data, there has been some data included in the SIP message

By default the following data is included in the SIP header on call transfer:

P-CallRequest-ID is the Call request IDP-Contact-ID is is the Contact ID.

It is envisaged that these ID numbers can be used to do database look-ups on the Newfies-Dialer database.

Furthermore, there is a optional SIP header that can be added.



P-Contact-Transfer-Ref:

This can be added against the Contact in the Additional Parmeters (JSON) field. Simply add the transfer_refkeyword and string to send in the SIP message as follows:

{"transfer_ref": "My-Unique-Ref-Number"}

In the SIP headers, you will see:

P-CallRequest-ID: 3P-Contact-ID: 1P-Contact-Transfer-Ref: My-Unique-Ref-Number

Confirm Script is TTS which can be played to the agent before the contact is connected, if this facility is used, then anumber between 0 and 9 should be entered into the confirm key field which the agent presses to answer the call. Boththese fields are optional.

2.4.17 HTTP API

This node provides the ability to perform HTTP API Request and branch to another node based on the result.

In order to do this, the UI has some features in the survey editor:

API URL: to enter the url for the HTTP query

Branching based on matching results: this allows selection the next branch based on the API result

The API MUST implement the GET method on the given URL and return a valid JSON document with the fieldapi_result, eg:

{"api_result": "5000"

}

The value of api_result eg 5000 is used to decide which node to branch to on the IVR.

The branching on API Node supports:

timeout: maximum time to wait on an API request.

pattern: check api_result against a pattern and therefore which node to branch to

any: if no pattern can be matched, this will branch to the selected node (enter any in pattern)

The API call will pass a list of HTTP variables to identify the call session and the contact.

This is the current list of variables passed:

campaign_id

subscriber_id

contact_id

callrequest_id

used_gateway_id

last_digits

contact_last_name

contact_first_name



contact_email

contact_country

contact_city

caller_id_name

caller_id_number

destination_number

uuid

survey_id

current_node_id

record_filename

Use case: HTTP API could be used in many scenarios, such as validating that a call is authorized, or asking to yourcustomers PBX how many agents are available.

Note: You can use http://mockbin.org/ to create a test API.

2.4.18 Survey Branching

The flow of the survey is determined by Survey Branching, which will pass the contact onto the next node dependingon the parameters you set for instance, invalid entry, any key or a specified key.

For simple nodes, such as play audio, there is a dropdown to select the next node to execute, but for more complexnodes, such as Multi-choice, you have to click the branching icon and select the next node to execute depending onthe key pressed.

2.4.19 Uploading Audio Files

It is recommended that you prototype surveys using Text to Speech before getting your voice talent to record youraudio.


http://mockbin.org/


Once the audio is recorded it can be uploaded via the interface, and assigned to the nodes in the survey.

Select Audio Files from the top menu then click add.

Enter a name to describe the audio, then click choose file, select the file you require from your computer, then clicksubmit.

Note that only mp3, Wav and ogg formats are supported and the audio should be mono, not stereo. If the sound filedoes not play correctly on a live test, then check the file is in mono.

The audio file will then be uploaded and renamed so that it is unique.

2.5 Contacts

Phonebook

Contact

Import Contacts

Import Contact (Simple)

Advanced Import

Additional parameters (JSON)

Special Function Additional parameters keywords (JSON)

2.5.1 Phonebook

The phonebook list will be displayed from the following URL. You can add a new phonebook by clicking Addphonebook and add the name of a phonebook and its description. Also from the phonebook list, click on thephonebook to update.

URL:

http://HOSTNAME_IP/phonebook/

To Add/Update a Phonebook for a logged in user

URL:

2.5. Contacts 27

http://HOSTNAME_IP/phonebook/


http://HOSTNAME_IP/phonebook/add/

http://HOSTNAME_IP/phonebook/1/

2.5.2 Contact

The contact list will be displayed from following the URL. You can add a new contact by clicking Add contact &adding the contact details (i.e. phone number, name, description, contact status) under the logged in users phonebookfrom the phonebook list. On the contact list, click on the contact to update.

NB: the phone number needs to be in full international format, that is to say, +12024648397 for a USA number ratherthan 12024648397, or 2024648397. If numbers are entered in national format, then the + and country prefix willautomatically be pre-pended according to the country set during installation. This also applies to imported numbers.

URL:

http://HOSTNAME_IP/contact/


http://HOSTNAME_IP/phonebook/add/http://HOSTNAME_IP/phonebook/1/http://HOSTNAME_IP/contact/


To Add/Update a contact in a phonebook

URL:

http://HOSTNAME_IP/contact/add/

http://HOSTNAME_IP/contact/1/

2.5. Contacts 29

http://HOSTNAME_IP/contact/add/http://HOSTNAME_IP/contact/1/


The contact can contain extra custom data in the Additional Parameters field. This is JSON formatted data that can beused for tag replacement in the survey when using TTS, e.g.

{"age": "32"}

When {age} is used in the TTS script in a survey node, it will read out 32 instead.

There are some special variables which have certain functions. These are described in the documentation.

2.5.3 Import Contacts

To import bulk contacts into a phonebook, click on Import where you can upload contacts via a CSV file under alogged in users phonebook.

There are two import modes, the default is a simple import where only the telephone numbers need uploading, ad-vanced is where you need to upload other data with the telephone number such as name and address.

Import Contact (Simple)

URL:

http://HOSTNAME_IP/contact_import/


http://HOSTNAME_IP/contact_import/


In most cases, only the simple import mode is required if all you need to do is upload a list of telephone numbers froma text file.

Simply create a text file with your list of numbers e.g.

+14242891477+19255232463+18058376573+18058586048

Now ensure the heading says Import Contact (Simple) if not, select simple as the import mode, select the phonebookyou are importing to, Choose File from the interface, and upload, then check to ensure that the upload has worked asexpected.

2.5. Contacts 31


Advanced Import

The advanced mode should be used when other contact details have to be uploaded such as name, address and addi-tional JSON parameters.

URL:

http://HOSTNAME_IP/contact_import_advanced/

Use the pipe | as the field delimiter, e.g.

+1234567890|surname|forename|[email protected]|test-contact|1|address|city|state|US|unit|{"age":"32","title":"doctor"}|

The file needs to contain all the pipes, even if you dont want to populate all the fields. e.g.


http://HOSTNAME_IP/contact_import_advanced/


+12024648397|||||1|||||||||

2.5.4 Additional parameters (JSON)

In contacts, under advanced data, it is possible to upload custom values which can be played as TTS simply byenclosing them in {curly brackets} in the following form:

{"age": "32"}

If {age} is placed into the TTS, 32 will be the value read out. Multiple JSON formatted values can be added into thisfield

2.5.5 Special Function Additional parameters keywords (JSON)

Some special function keywords can be added which change the usual behaviour of the system. These are:

transfer_phonenumber - the value of the transfer phone number overwrites the SIP URI / Phone number in the calltransfer node.

transfer_ref - this means that a SIP header P-Contact-Transfer-Ref is added on transfer, which may be used totrigger a screen pop or otherwise identify the contact transferred at your IP-PBX.

sms_phonenumber - when the SMS node is used, rather than sending the SMS to the contacts number, it can be sentto a different number, e.g. the contacts cellphone number, if this keyword is used.

2.6 Voice Campaign

Add New Campaign

Dialer Tab

Voicemail Settings

Schedule

Extra

List Campaigns

The campaign list will be displayed from the following URL. You can add a new campaign for the logged in user byclicking Add campaign. When adding a campaign, it is important to add the campaigns start and end dates withtime & week-day exceptions. Select the gateway through which calls will be routed & phonebook(s) that are linkedwith contacts from the campaign list, click on campaign to update.

URL:

http://HOSTNAME_IP/campaign/

2.6. Voice Campaign 33

http://HOSTNAME_IP/campaign/


To Add/Update a Campaign for a logged in user

URL:

http://HOSTNAME_IP/campaign/add/

http://HOSTNAME_IP/campaign/1/


http://HOSTNAME_IP/campaign/add/http://HOSTNAME_IP/campaign/1/


2.6.1 Add New Campaign

The Add New Campaign tab has a number of fields to fill in:

Caller ID Number - the number to deliver to the called party

Caller Name - Optional, not supported by many carriers, delivers the caller ID name

Application - the survey to send to the customer

Extra Parameters - Usually not required.

DNC - The Do Not Disturb list where numbers are added to, and numbers checked before calling.

Phonebook - One or more phonebooks to be called.

Description - Free text to put notes against the campaign.

NB: The caller ID number can be set to a random value by putting in XXXXXXXXXX, which will give 10 digit random numbers. 800XXXXXXX will set the caller ID to 800 followed by 7 random numbers.Alternatively, up to 10 caller ID can be entered separated by a semi-colon; a caller ID will be chosen at randomfrom the 10 caller ID. The caller ID can be changed mid campaign without stopping or pausing it.



2.6.2 Dialer Tab

The dialer section controls the call in progress:

A-Leg Gateway - the gateway to use.

Frequency - Calls dispatched per minute, this can be varied without stopping the campaign.

Max Call duration - Make sure this is long enough to include the B-Leg where applicable.

Max retries - Try again if the call has failed (unobtainbable / congestion / No answer )

Time between retries - How long to wait before calling again.



Timeout on Dialling - how long to ring for before giving up (minimum 15 seconds)

Dialer completion retries - where the contact has not completed the survey, they can be called back. This iscontrolled by the Conpleted setting in the survey node.

2.6.3 Voicemail Settings

If AMD is not installed, you will not see this tab.

There are three options.

Always play message - play the message to a contact, or if a machine, play the voice file selected in thevoicemail audio file. The Audio file should be longer than the welcome message on an answering machine, forinstance about 20+ seconds.

Play message to human only - Hangup when machine is detected.

Leave message to voicemail only - Hangup if person is detected, if machine, play the voicemail audio file.Note that this message should be longer than the voicemail greeting message (20+ secs)

2.6.4 Schedule

Decide which time of day to start and stop the campaigns, as well as which days they are active. By default, thecampaign is set to start at the time of creation and finish 24 hours later.



It is good practice to set the days and times that a campaign should be active to ensure that calls are not made out ofhours.

USA based systems can be configured to respect timezones. Set a Daily Start Time and a Daily Stop Time and set theTimezone Dialling Switch to On to make calls according to an individual contacts own timezone.

The date and time for campaign Start and Finish is in local time. The calls will only be made between these dates andtimes irrespective of the timezone of your contacts.

Note that retries do not respect the stop time, so sufficient time must be given for these to complete before the campaignstops.

2.6.5 Extra

The only setting here for the moment is to opt to record the B-Leg, that is to say the call with the agent.



2.6.6 List Campaigns

When a campaign is first created, the Type will show Survey Template, and the number of contacts will be 0. Whenthe play button is pressed, the the Type will change to Survey and the number of contacts will be displayed.

During the campaign, the speed of the campaign can be varied without having to stop the campaign.

When the campaign is started, a snapshot is taken of the survey at that time, so if there is a mistake in the survey, andyou edit it, a new campaign will have to be created ton include your edit.



There is also the option to copy a campaign. When a campaign is copied, it will use the snpashot described in theprevious paragraph, so if you edit the a survey, then copy an existing campaign, the survey edits will not be included.

In brief, if you edit a survey, make a new campaign.

While the survey is in a state of Started then new contacts can be added to the phonebook and they will be called.This will not occur if the campaign is stopped, even if the campaign is later restarted.

2.7 SMS Campaign

Creating an SMS campaign is straight-forward in Newfies-Dialer and is usually done via the customer interface.

2.7.1 Create a Phonebook

The first step is to create a phone book consisting of the SMS contacts to be called. Click Contact at the top, thenPhonebooks on the side menu, add a new Phonebook and give it a name, for instance SMS-PB1

2.7.2 Add or Import Contacts

Manually add or import contacts to the phone book created in the previous step. Note that most SMS providers requireyou to properly format the numbers into IETF format, that is to say, +1234567890 rather than 001234567890 or0111234567890.

2.7.3 Add SMS Campaign

Click Campaign on the top menu, then select SMS Campaign from the dropdown.

Click Add and fill in the fields:

Name - A descriptive name for the Campaign

Caller ID Number - The number to deliver as the caller ID

SMS Gateway - Select the gateway to use for the campaign

Description Free text for notes on the campaign

Phonebook - Select one or more phone books containing the contacts to call

Text Message - Enter the message to be sent, with no more than 160 characters.

Tag Replacement can be used here to personalise the message, e.g. Hello {first_name} {last_name} will replacewhatever you have in the first and last name fields against the contact.

At this point the campaign could be saved and sent, however there are a number of other parameters that can beadjusted:

Completion

Under the completion tab:

Frequency Number of SMSs to send per minute.

Time Between Retries If a message delivery fails, wait this number of seconds before retrying.

Max Retries Number of times to re-attempt message delivery.



URL:

http://HOSTNAME_IP/sms_campaign/add/

http://HOSTNAME_IP/sms_campaign/1/

Schedule

Under the Schedule Tab

It may not be desirable to send SMS messages during weekends or out of hours, so the daily start and stop time can beset as well as the days of the week to send messages.

There is also a start and stop date as to when it is valid to send the campaign.

When all the settings are as required, then the survey can be saved and started by clicking the play button.

2.7.4 Reporting

To view the SMS reports, click reporting then SMS reports on the side menu. The call data records for SMS messagesare listed under the SMS tab, while a daily report shows the number of SMSs sent by day.

Records can be filtered on date, status and campaign.

SMS CDR can be exported in CSV, XML and Excel formats.

URL:

2.7. SMS Campaign 41

http://HOSTNAME_IP/sms_campaign/add/http://HOSTNAME_IP/sms_campaign/1/


http://HOSTNAME_IP/sms_report/

2.8 Reports

Call Detail Reports (CDR)

Survey Reports

Subscriber Reports

SMS Reports


http://HOSTNAME_IP/sms_report/


2.8.1 Call Detail Reports (CDR)

Call detail reports give the call records of each individual call along with a daily report. The UI only shows an overviewof the CDR, to get a more detailed report, use the action button to download a report to CSV or Excel.

The report is mostly self explanatory, apart from the the duration and Bill Sec fields.

Duration is the amount of time from ringing to hangup.

Bill-Sec is the amount of time from answer to hangup - the sum of calls and duration should closely match yourcarriers CDR.

Therefore it follows that Duration less Bill-Sec is the time the the phone rings for before it is answered.

2.8.2 Survey Reports

These reports, also downloadable to CSV, Excel or JSON files are displayed here.

Under Survey Calls, you can look at each indiviual call, and see the results of the call, as well as play any audio suchas for a recording node.

2.8.3 Subscriber Reports

When a campaign is started, the numbers to call are copied from the phonebooks selected in the campaign, thesenumbers in Newfies-Dialer are referred to as Subscribers. The subscriber report indicates the state of each individualsubscriber, e.g. Pending, Completed, Sent, etc.

2.8.4 SMS Reports

Reports on the status of each SMS message sent.

2.9 Dashboard

Voice Dashboard

Definitions:

SMS Dashboard

There are two dashboards, one for Voice and one for SMS.

2.9.1 Voice Dashboard

The voice dashboard gives a quick overview of both the campaign in progress, and the statistics overall and for eachindvidual campaign with a selectable duration.

The Total contacts called, Duration, ASR and ALOC are displayed at the top of the page:

2.9. Dashboard 43


2.9.2 Definitions:

ASR - Average Seizure Ratio is a measure of network quality, it is calculated as the percentage of answered callswith respect to the total call made. A low ASR indicates that either the carrier is having a problem, or your calllist has a large number of unobtainable / unanswered numbers. An ASR different to the norm also may indicateproblems.

ALOC - Average Length of Call - This is the Bill Sec divided by the total number of answered calls.

Duration - the length of time from making the call to hangup.

Bill-Sec - The length of time from call being answered to hangup.

On the next line is some reporting for the campaign results which include:-

First call - When the first call was made

Last Call - Time of the last call made.

Dial - number of Dialed contacts not including any retries

Redial - Number of retries or redials not including the initial dial.

Answer - Number of calls answered

No Answer - Where the call is not answered, includes busy, unobtainable, no Answer.

Completed - Where a survey has been completed according to the completed switch on the survey node.

% Completed - the above figure expressed as a percentage of the total calls made

Transfer - Number of calls transfered to an agent when using the transfer node

% Transfer - Transferred calls expressed as a percentage of the total calls made

In the centre of the screen are pie charts for an at-a-glance result of your survey so far.

At the bottom of the screen is a graph showing calls by hours and minutes, with the ability to zoom in.

2.9.3 SMS Dashboard

The SMS dashboard simply shows the number of contacts in the campaign, with the number of SMS messages sent.A pie chart gives an at-a-glance overview the status of the campaign. There are filters for campaigns and time periods.


CHAPTER

THREE

ADMIN GUIDE

Contents:

3.1 Configuration

Configuration Overview

3.1.1 Configuration Overview

When a Newfies-Dialer system is first commissioned, much of this work will be done as part of the commissioningprocess by the Newfies-Dialer team. However, it may be necessary for Newfies-Dialer admin to add new gateways ormake other changes to the system.

The commissioning process will include:

Freeswitch configuration - setting up the gateways which Newfies-Dialer will use

Site configuration - Setting up the host name

Text to speech - configuring TTS engines

SMS configuration

Tasks which will be performed by Newfies-Dialer admin, with our training, will include:

Adding new users

Creating Dialer settings, which control the resources any one user can consume

Site configuration and editing the home page

3.2 Freeswitch Trunk configuration

Username / Secret Authentication

Carrier IP Authentication

Create Gateway

45


Add Carrier to Admin or Manager

Assistance to configure new gateways in Freeswitch is provided by The Newfies-Dialer Support Team, however if youneed to add your own gateway, instructions follow.

In order for Newfies-Dialer to make outbound calls to its subscribers, you will need a SIP trunk. The Freeswitch wikican provide more information on configuring trunks, but in most cases creating a new gateway is straightforward.

Trunks, or gateways as they are known in Freeswitch, are configured using XML syntax, so using your favourite texteditor, while logged in as root (sudo su -) create an XML file in /etc/freeswitch/sip_profiles/external/ and give it anidentifiable name, e.g. call-labs.xml, and place the following lines in the file.

These settings are suitable for carriers where a username and secret is required. If your carrier authenticates via IPaddress and/or prefix, then read on.

3.2.1 Username / Secret Authentication

The XML syntax for comments are denoted by lines that begin .

Finally we need to load the new configuration, and check the trunk is registered. The Freeswitch console is accessed

46 Chapter 3. Admin Guide


by typing fs_cli at the command prompt. The logging level can be increased or decreased from level 0 to level 7.to switch off logging, type /log 0 at the Freeswitch console, followed by enter. For the greatest verbosity, type /log 7followed by enter.

Type fs_cli followed by enter.

You should now see the Freeswitch CLI, so now reload the Freeswitch configuration with the following command:(tip; Tab auto-completes)

sofia profile external restart reloadxml

When complete, check the trunk has registered with the following command.

sofia status

Against the name of the trunk you configured in the XML file, you should see REGED (registered) at the end of theline. Take a note of the trunk name, we are going to need it for telling Newfies-Dialer that it can use this trunk.

To exit the Freeswitch CLI, do CTRL D, or /exit

Freeswitch configuration is now complete.

3.2.2 Carrier IP Authentication

Sometimes, your carrier will authenticate using your IP address only, in this case the configuration is usually asfollows.

Replace the gateway name and proxy values to suit, and follow the steps above to restart the external profile.

3.2.3 Create Gateway

Having created the gateway in Freeswitch, Newfies-Dialer has to be told that it can use it. In admin, add a new dialergateway, e.g. sofia/gateway/myprovider/ (The final / is important) where myprovider is the gateway name settingused in above xml file in Freeswitch.

Here you can also add prefixes to the dialled digits.

For instance, many carriers in the USA demand that you send 11 digits, e.g. 12024648397, not 2024648397, so if allyour numbers are in 10 digit format, you can prepend a 1 with the Add prefix field.

The add prefix field can also be used for Technical Prefixes that some carriers demand.

3.2.4 Add Carrier to Admin or Manager

To make the new carrier available to a user, you will select the gateways the Admin or the Manager is allowed to usein the appropriate Managers or Admins settings.

3.2. Freeswitch Trunk configuration 47


3.3 Site Configuration

Sites

Home Page

New Pages

3.3.1 Sites

This will be done for you by the Newfies-Dialer support team.

Some of the features of Newfies-Dialer are dependent on the hostname or IP address, so this has to be set correctly insite address.

In the Admin dashboard, locate the Sites link in the General Section and click change. By default, there will be anentry of example.com. Edit this setting to reflect the hostname of the server, or if you do not have this set up, the IPaddress. e.g. http://www.domain.tld or in the case of an IP address, something like http://192.168.1.200

3.3.2 Home Page

In the general section, click Site/Page, then click Change against the flat pages link, click home, and the currenttext and logo will be displayed.

From this screen edit the wording.

In the Advanced Section, there is an option to make this page visible to everyone, or just logged in users.

3.3.3 New Pages

In the same area as the Home Page, there are options to add new pages to Newfies-Dialer to contain your own customcontent.

3.4 Rebranding

Configure project names and footer

Change Icon

Change Favicon

Custom CSS

Apply changes

Rebranding and logo upload will be done by the Newfies-Dialer support team, simply provide us with the CompanyName, a logo as described below, and your favicon, as described below.


http://www.domain.tldhttp://192.168.1.200


3.4.1 Configure project names and footer

Edit /usr/share/newfies/newfies_dialer/settings_local.py as follows:

# BRANDING# ========PROJECT_NAME = 'MyCompany'PAGE_FOOTER = 'Powered by MyCompany'

3.4.2 Change Icon

The icon needs to be in PNG format and have transparency. Max height for the icon is 60px.

Copy it in the images/branding directory:

cp mycompany-icon.png /usr/share/newfies/resources/images/branding/logo-icon.png

3.4.3 Change Favicon

You will need 3 files: * apple-touch-icon.png * favicon.ico * favicon.png

Copy those files to the images/branding directory:

cp apple-touch-icon.png /usr/share/newfies/resources/images/branding/cp favicon.* /usr/share/newfies/resources/images/branding/

3.4.4 Custom CSS

Copy custom.css to the css/branding directory:

cp custom.css /usr/share/newfies/resources/css/branding/

3.4.5 Apply changes

You will need to collect the new static files and restart supervisor:

workon newfies-dialercd /usr/share/newfiespython manage.py collectstatic --noinputresup

3.5 SMS Configuration

Configuration

Messages

3.5. SMS Configuration 49


3.5.1 Configuration

SMS braodcasting is supported as standard by Newfies-Dialer, allowing Newfies-Dialer to send out thousands ormillions of SMS messages to contacts.

The SMS gateway supports the following gateways, Clickatell (http://www.clickatell.com/) and SMSGlobal (http://www.smsglobal.com). Additionally, Khomp hardware is supported to allow the use of SIM cards in house. Seehttp://www.khomp.com.br/ for more details.

Go to the Admin interface and identify the SMS Gateway section, and click on Gateways. Listed by default are threegateways, Clickatell, SMSGlobal and Khomp. Those that you dont want to be configured can be deleted.

Click the gateway to be configured and edit the pre-filled settings and populate the fields with the credentials suppliedby your SMS provider:

URL:

* http://HOSTNAME_IP/admin/sms/gateway/

* http://HOSTNAME_IP/admin/sms/gateway/add/


http://www.clickatell.com/http://www.smsglobal.comhttp://www.smsglobal.comhttp://www.khomp.com.br/


Clickatell

Clickatell settings:

{"api_id": "_API_ID_","password": "_PASSWORD_","from": "_SENDER_ID_","user": "_USERNAME_","concat": "3"

}

Edit _API_ID_, _Sender_ID_, _USERNAME_ and _PASSWORD_ to the credentials provided by Clickatell and leaveeverything else as it is, and click save.



SMSGlobal

The default settings are as follows:

{"from": "_SENDER_ID_","maxsplit": "3","api": 1,"user": "_USERNAME_","action": "sendsms","password": "_PASSWORD_"

}

Edit _Sender_ID_, _USERNAME_ and _PASSWORD_ to match the credetials issued by SMSGlobal, leave every-thing else unchanged and save.

Vitelity

Vitelity: http://www.vitelity.com/services_sms/

You will need to turn on API access for whatever IP your Newfies-Dialer installation is hosted on, create a shortcodekeyword, and set a default response to that keyword.

Here its how you should configure the new SMS Gateway to support Vitelity:

Name:

SMSvitelity

Base URL:

http://smsout-api.vitelity.net/api.php

Set the Settings as follow:

{"xml": "yes","src": "99629","login": "YOUR_VITELITY_API_LOGIN","cmd": "sendshort","pass": "YOUR_VITELITY_API_PASSWORD"

}

Recipient keyword:

dst

Content keyword:

msg

Status mapping:

{"fail": "Error","ok": "Sent"

}


http://www.vitelity.com/services_sms/


Success format:

.*\n*.*\n*.*(?P.+)\n*(?P.+)(?P.+)

Nordic Messaging

Nordic Messaging documentation: http://doc.nordicmessaging.se/display/EMG/Sending+messages#Sendingmessages-UsingHTTPconnector

You will need to turn on API access for whatever IP your Newfies-Dialer installation is hosted on.

Here its how you should configure the new SMS Gateway to support NordicMessaging:

Name:

NordicMessaging

Base URL:

Replace the URL by your own deployed Gateway.

https://api.nordicmessaging.se/bin/send

Set the Settings as follow:

{"USERNAME": "","PASSWORD": ""

}

Recipient keyword:

DESTADDR

Content keyword:

MESSAGE

Status mapping:

{}

Success format:

(?P[a-zA-Z0-9-]+)

3.5.2 Messages

The messages section in the admin screens shows the status of the messages, e.g. success or failure as well as thestatus message.


http://doc.nordicmessaging.se/display/EMG/Sending+messages#Sendingmessages-UsingHTTPconnectorhttp://doc.nordicmessaging.se/display/EMG/Sending+messages#Sendingmessages-UsingHTTPconnector


3.6 SMS & Call Billing Module

SMS & Call Billing

SMS Billing

Call Billing

Negative Balance Mitigation

Payments

Manual/Direct Payment

Credit Card Payments

Braintree

Technical

Billing Settings

Negative Balance Helpers

Payments

Braintree Settings

Newfies-Dialer has always been Multi-tenant and to make it a complete solution for business, we recently addedsupport for SMS & Call billing, as well as Braintree Payment Integration. Braintree is a division of Paypal. Thesefeatures are vital to build a SaaS platform and resell Voice Broadcasting services to your customers.

In the following sections we will go into detail about how the Billing module works and describe the Braintree paymentmodule that allows your customers to recharge their account in few clicks.

3.6.1 SMS & Call Billing

Newfies-Dialer offers a simple and powerful approach for billing, you can easily define a rate for both SMS and Calls.

It follows simple rules, we define a Call rate per minute and a SMS rate. If you dont want to charge your customerfor calls or SMS, for instance if Newfies-Dialer is being used inside an internal organization, then you can set thesevalues to 0 and no charge will be applied.

SMS & Call Rates can be configured per user via the admin UI.

Go to the User listing:



Edit the user and set the desired value for Call/SMS Rates:

Customer will see these values on the customer UI by clicking on his name in the menu:

3.6. SMS & Call Billing Module 55


Lets see how SMS and call Billing works.

SMS Billing

For each SMS Sent successfully a charge will be applied

Example:

SMS rate: $ 0.02

Sent 1000 SMS: Total cost $20

Your customers use Newfies-Dialer normally, but if the customer balance runs low on credit, then SMS will not besent and the campaign will stop running until credit is available.

SMS reporting will display the cost of SMS:



Call Billing

VoIP Billing supports a rate per minute and billing increment. All calls are charged at the same rate. If the call isconnected and the billing duration is more than 0, the call will be charged using the defined call rate & increment forthe user.

Example 1 (No Billing increment):

Call rate: $ 0.04 - increment: 0

1000 Calls of 30 seconds: Cost per call $0.02

Total Billed Duration 500 Minutes -> Total cost $20

Example 2 (with Billing increment):

Call rate: $ 0.04 - increment: 6

1000 Calls of 32 seconds: Cost per call $0.024

Total Billed Duration with increment = 600 Minutes -> Total cost $24

Your customers use Newfies-Dialer normally, but if the customer balance runs below the minimum credit to call, thencalls will not be sent and the campaign will stop running until credit is applied.

Call reporting will display the cost of call:



Negative Balance Mitigation

With potentially hundreds or thousands of calls running concurrently, there is always a risk of negative balance,however Newfies-Dialer has been designed to mitigate that risk with a number of techniques including:

Slowdown of campaign as balance nears zero

Minimum credit to call.

Reservation of balance.

Minimum Credit to send SMS

These negative balance helpers can be adjusted in the configuration files. Contact support for assistance.

3.6.2 Payments

Manual/Direct Payment

As standard, Newfies-Dialer supports accounting for manual payments such as Bank Transfer or other paymentssystem specific to your country. For this we introduced a way for the admin to add Manual/Direct Payment, to refillthe user account and leave an audit trail in the platform so your customers can see those refills too.

The admin can do this easily via the admin backend:

URL:

http://HOSTNAME_IP/admin/payment/directpayment/

Credit Card Payments

Newfies-Dialer supports Braintree, a division of Paypal. Credit Card integration is included at no extra charge on ourlarger systems.

There are a few steps that need to be taken to sign up to Braintree and prepare your system:


http://HOSTNAME_IP/admin/payment/directpayment/


Domain Name pointed at your Newfies-Dialer installation.

SSL certificate so that Newfies-Dialer is on an HTTPS address, we recommend https://letsencrypt.org/

Sign up to Braintree at https://apply.braintreegateway.com/signup/us. We will need your Merchant Keysto configure Newfies-Dialer.

SAQ: PCE compliance questionnaire, see https://articles.braintreepayments.com/reference/security/pci-compliance

Once the Credit Card Billing Module is installed, then customers will be allowed to Add Credit to their account.

The amounts that the customer can select is configured in the configuration file as can the payment description appear-ing on the customers credit card statement. Contact support to change these values.

After selecting the amount to refill, the customer will be taken to the credit card form.


https://letsencrypt.org/https://apply.braintreegateway.com/signup/ushttps://articles.braintreepayments.com/reference/security/pci-compliancehttps://articles.braintreepayments.com/reference/security/pci-compliance


At this point the customer can opt to pay via Paypal instead of credit card. Credit card information is not held locally,but by Braintree. Credit card information is stored by Braintree to allowing the customer to future purchases with oneclick.

Customers will then be able to see their payment history.



On the Admin pages, there is a report detailing the transaction including the transaction ID which can be used toreference the payment attempt with Braintree.

3.6.3 Braintree

Your Braintree account allows you to configure some options for security, as well as track successful and failedtransactions.

Braintree Transactions

Braintree Dashboard



3.6.4 Technical

There are a number of configuration settings in the Newfies-Dialer config file, settings_local.py.

Generally, these will be set by the support team.

Billing Settings

# BILLING# =======

# Feature switch to enable or disable payment in Newfies Dialer UIBILLING_SWITCH = True

# Currency displayed $ / CBILLING_CURRENCY_DISPLAY = '$'

# Define the default Billing increment per Customer, this value is specified per userBILLING_INCREMENT = 6

BILLING_SWITCH is useful if you dont need billing and want to hide all the billing features for yourusers/customers.

BILLING_CURRENCY_DISPLAY needs to display a difference currency, set the symbol for your currency.

BILLING_INCREMENT: this is the default billing increment but the value set through the admin UI will takepriority.



Negative Balance Helpers

The following Negative Balance settings can be adjusted to suit your preferences which may also depend on the trust& relationship you have with your customers.

# Negative Balance helpers# ~~~~~~~~~~~~~~~~~~~~~~~~# 3 settings are provided to avoid reaching negative balance, they can be tweaked# to one preferences, depending of the type of business and customer relationship# BILLING_MIN_CALL_CREDIT_DIAL# BILLING_MIN_CREDIT_DIAL settings# BILLING_MIN_CREDIT_SMS

# Define credit needed per call in order to be authorized to dial out# if you outbound at 100 calls per minute, you need 10$ on your account# a good value for BILLING_MIN_CREDIT_DIAL is a bit above the cost per call you wouldexpectBILLING_MIN_CALL_CREDIT_DIAL = 0.05

# Define the minimum amount of credit to outbound callsBILLING_MIN_CREDIT_DIAL = 0

# Define the minimum amount of credit to send SMSBILLING_MIN_CREDIT_SMS = 0.02

Payments

Set the top-up amounts selectable by the customer as well as the text on the customers credit card statement.

# PAYMENT# =======

# Authorized amount for refillAMOUNT_REFILL = (('25', '25.00'), ('50', '50.00'), ('100', '100.00'), ('250', '250.00'), ('500', '500.00'), ('1000', '1000.00'))

PAYMENT_DESCRIPTION = 'Voice Broadcasting Service'

Braintree Settings

These settings are used to configure your Braintree account.

# BRAINTREE# =========

BRAINTREE_SANDBOX = TrueBRAINTREE_MERCHANT_ID = 'XXXXXXXXXXXXXXXX'BRAINTREE_PUBLIC_KEY = 'YYYYYYYYYYYYYYYY'BRAINTREE_PRIVATE_KEY = 'this_is_your_private_key'

There is a setting called braintree_id in the admin interface:



3.7 Dialer Settings

Add Dialer Settings

Apply Dialer Settings and Gateway to Use

3.7.1 Add Dialer Settings

Each user (known as a Manager in Newfies-Dialer) including the admin users, need to have Dialer Settings andgateways associated with their account. These set the limit to which each user can utilise Newfies-Dialer in terms ofcalls per minute, call duration, subscribers and campaigns, as well as blacklisting or whitelisting phone numbers.

In the Admin Dashboard, locate the Dialer Settings, and click Add, put a descriptive name in the name field and thenset the limits for these dialer settings, including maximum calls per minute and other settings.

Dialer settings:

Update dialer settings:



3.7.2 Apply Dialer Settings and Gateway to Use

The Dialer Settings have to be associated with the users account. For the purposes of this demonstration, we are usingthe root user. In production, you would apply these settings to the Managers settings.

In the Admin dashboard, click Admins, then root. Scroll to the bottom of the page.

Optionally add an accountcode, which can be used for billing in an external billing application to identify thecustomer from the CDR. The accountcode must be numerical.

Select which Dialer Settings apply to this customer.

Select which gateway(s) this customer is allowed to use.

Finally, click save.

3.8 Add User

Add Manager

Hijack User

Newfies-Dialer is multi-tenant, so each user or Manager, as it is referred to in Newfies-Dialer can run their owncampaigns isolated from every other manager on Newfies-Dialer.

The dialer settings are assigned to each manager, and these control the resources that a manager can consume.

3.8. Add User 65


Additionally, a voice and SMS (if applicable) gateway is assigned to the Manager, so they can only use the gateway(s)they are assigned.

3.8.1 Add Manager

In the General Tab, click Add against Manager, and in the new screen, fill in the username and password. The nameand address details are optional.

Select the gateways you are allowing the Manager to use, and select the dialer settings applicable to this manager. Youcan add more gateways and dialer settings by clicking the + button, and the appropriate screen will appear as a popup.

When you click save, another screen will appear where you can select the Available User Permissions, Choose All.This will give access to the customer screen only, a manager cannot carry out any admin tasks.

Click save once more, and confirm that the new Manager is added and that you can log in with their assigned usernameand password.

3.8.2 Hijack User

In order to provide support to an individual user without needing to know their password, there is a facility for Ad-ministrators to log on as them.

List the Managers, then click Hijack against the manager you want access.

You will then be logged on to your Managers account.



3.9 TTS Configuration

TTS Types

How to enable Acapela

3.9.1 TTS Types

By default the TTS (Text to Speech) engine used by newfies-Dialer is Flite (http://www.speech.cs.cmu.edu/flite/)which only supports English. If you want to use another language you will need another TTS engine.

We have integrated Acapela: http://acapela-vaas.com/ and in order to use Acapela, the only thing you have to do is tosign in and enable Acapela on Newfies-dialer.

uniMRCP TTS engines are also supported. Typically, a separate server will be required containing the TTS engine,the text to be converted will be sent to the TTS server, and the audio file sent back ready for playing by the campaign.

Please check with us the suitability of your uniMRCP TTS system before purchase. We will assist with the integration.

3.9.2 How to enable Acapela

First you will have to sign-up and register an account with Acapela : http://acapela-vaas.com/ Once you signed up youwill receive a login, an application login and an application password, you will need those to configure Acapela onNewfies-Dialer.

Acapela needs to be configured in 2 places:

1. On the Web interface

3.9. TTS Configuration 67

http://www.speech.cs.cmu.edu/flite/http://acapela-vaas.com/http://acapela-vaas.com/


Edit the file /usr/share/newfies-dialer/newfies_dialer/settings_local.py and find:

#TEXT-TO-SPEECH#==============TTS_ENGINE = 'FLITE' # FLITE, CEPSTRAL, ACAPELA

ACCOUNT_LOGIN = 'EVAL_XXXX'APPLICATION_LOGIN = 'EVAL_XXXXXXX'APPLICATION_PASSWORD = 'XXXXXXXX'

SERVICE_URL = 'http://vaas.acapela-group.com/Services/Synthesizer'QUALITY = '22k' # 22k, 8k, 8ka, 8kmuACAPELA_GENDER = 'W'ACAPELA_INTONATION = 'NORMAL'

You will have to change the value of the settings : TTS_ENGINE, ACCOUNT_LOGIN,APPLICATION_LOGIN and APPLICATION_PASSWORD.

2. On the IVR application

Create a new file /usr/share/newfies-lua/config/acapela_config.lua and add the following:

TTS_ENGINE = 'acapela'

ACCOUNT_LOGIN = 'EVAL_VAAS'APPLICATION_LOGIN = 'EVAL_XXXXXX'APPLICATION_PASSWORD = 'XXXXXX'

SERVICE_URL = 'http://vaas.acapela-group.com/Services/Synthesizer'QUALITY = '22k' -- 22k, 8k, 8ka, 8kmuACAPELA_GENDER = 'M'ACAPELA_INTONATION = 'NORMAL'ACAPELA_LANG = 'EN'

Change the value of the settings : ACCOUNT_LOGIN, APPLICATION_LOGIN, APPLICATION_PASSWORD and optionally, ACAPELA_LANG.

Finally restart the web UI::

/etc/init.d/supervisor stopand/etc/init.d/supervisor start

3.10 Admin Panel

Admin URL : http://HOSTNAME_IP/admin/

This interface provides user (ACL) management, full control of all Campaigns, Phonebooks, Subscribers, Gatewaysand configuration of the Audio Application.

The customer panel should be used for creating surveys, adding phonebooks, contacts and campaigns. The adminis-trator panel is used for adminstrator inspection.


http://HOSTNAME_IP/admin/


Dashboard

Admin User Management

Customers

Sites

Phonebook

Contact

Campaign

Subscriber

Dialer Settings

Dialer Gateway

Survey

Call Request

Call contacts/subscribers

VoIP Call Report

3.10.1 Dashboard

Dashboard page for the admin interface after successful login with superuser credentials

3.10. Admin Panel 69


3.10.2 Admin User Management

The Admin section allows you to create administrators who have access the admin screens. Levels of access can be set.If the administrator is to be allowed to make calls, then a gateway and dialer- settings must be set for that administrator.

3.10.3 Customers

In Newfies-Dialer, users or customers are known as Managers. Customers only have access to the customer panel.Before a customer can make calls, they must have both dialer-settings and a gateway attached to their account.

3.10.4 Sites

Some of the features of Newfies-Dialer are dependent on the hostname or IP address, so this has to be set correctly insite address.

In the Admin dashboard, locate the Sites link and click change. By default, there will be an entry of example.com.Edit this setting to reflect the hostname of the server, or if you do not have this set up, the IP address. e.g. http://www.domain.tld or in the case of an IP address, http://192.168.1.200

http:///admin/sites/

3.10.5 Phonebook

The phonebook list will be displayed from the following URL. You can add a new phonebook by clicking Addphonebook and adding the name of the phonebook and its description, Also from the phonebook list, click on thephonebook that you want to update.

URL:

http://HOSTNAME_IP/admin/dialer_campaign/phonebook/

To Add/Update phonebook for a user

URL:

http://HOSTNAME_IP/admin/dialer_campaign/phonebook/add/

http://HOSTNAME_IP/admin/dialer_campaign/phonebook/1/


http://www.domain.tldhttp://www.domain.tldhttp://192.168.1.200http:/http://HOSTNAME_IP/admin/dialer_campaign/phonebook/http://HOSTNAME_IP/admin/dialer_campaign/phonebook/add/http://HOSTNAME_IP/admin/dialer_campaign/phonebook/1/


3.10.6 Contact

The contact list will be displayed from the following URL and you can add a new contact by clicking Add contact& adding the contact details (i.e. phone number, name, description about contact, contact status) to one phonebookfrom the phonebook list.

If the contact is active and the linked phonebook is also attached to a running campaign, then the contact will be addedinto subscriber.

From the contact list, click on the contact that you want to update.

URL:

http://HOSTNAME_IP/admin/dialer_campaign/contact/

To Add/Update a contact

URL:

http://HOSTNAME_IP/admin/dialer_campaign/contact/add/

http://HOSTNAME_IP/admin/dialer_campaign/contact/1/


http://HOSTNAME_IP/admin/dialer_campaign/contact/http://HOSTNAME_IP/admin/dialer_campaign/contact/add/http://HOSTNAME_IP/admin/dialer_campaign/contact/1/


To import bulk contacts into a phonebook, click on Import contacts. where you can upload the contacts via aCSV file in to one phonebook.

URL:

http://HOSTNAME_IP/admin/dialer_campaign/contact/import_contact/

3.10.7 Campaign

The campaign list will be displayed from the following URL. You can add a new campaign by clicking Addcampaign. While adding a campaign, it is important to add campaigns start and end dates with time & week-dayexceptions. Also select the gateway through which calls will be routed & the phonebook(s) linked with contacts.

From the campaign list, click on the campaign that you want to update.

URL:

http://HOSTNAME_IP/admin/dialer_campaign/campaign/

To Add/Update Campaign for user

URL:

http://HOSTNAME_IP/admin/dialer_campaign/campaign/add/

http://HOSTNAME_IP/admin/dialer_campaign/campaign/1/


http://HOSTNAME_IP/admin/dialer_campaign/contact/import_contact/http://HOSTNAME_IP/admin/dialer_campaign/campaign/http://HOSTNAME_IP/admin/dialer_campaign/campaign/add/http://HOSTNAME_IP/admin/dialer_campaign/campaign/1/


3.10.8 Subscriber

The Subscriber list will be displayed from the following URL. You can add a new subscriber by clicking AddSubscriber. Also from the campaign subscriber list, click on the subscriber to update.

While creating a contact, if its linked phonebook is also attached to a running campaign, then the contact will be addedinto the subscriber.

URL:

http://HOSTNAME_IP/admin/dialer_campaign/campaignsubscriber/

To Add/Update Subscriber

URL:

http://HOSTNAME_IP/admin/dialer_campaign/campaignsubscriber/add/

http://HOSTNAME_IP/admin/dialer_campaign/campaignsubscriber/1/


http://HOSTNAME_IP/admin/dialer_campaign/campaignsubscriber/http://HOSTNAME_IP/admin/dialer_campaign/campaignsubscriber/add/http://HOSTNAME_IP/admin/dialer_campaign/campaignsubscriber/1/


3.10.9 Dialer Settings

The dialer settings list will be displayed from the following URL. The Dialer settings list is applied to a system User.You can add a new setting by clicking Add Dialer Settings and add numeric values for the limit. Also fromthe dialer settings list, click on the setting to update.

URL:

http://HOSTNAME_IP/admin/dialer_settings/dialersetting/

To Add/Update dialer settings for a Newfies-Dialer user

URL:

http://HOSTNAME_IP/admin/dialer_settings/dialersetting/add/

http://HOSTNAME_IP/admin/dialer_settings/dialersetting/1/


http://HOSTNAME_IP/admin/dialer_settings/dialersetting/http://HOSTNAME_IP/admin/dialer_settings/dialersetting/add/http://HOSTNAME_IP/admin/dialer_settings/dialersetting/1/


To apply dialer settings limit to a User, click on Customers or Admins, select the user to be updated & applysettings from the dialer settings list.

URL:

http://HOSTNAME_IP/admin/auth/staff/1/

3.10.10 Dialer Gateway

The Dialer Gateway list will be displayed from the following URL. You can add a new gateway by clicking AddDialer Gateway and adding the details (e.g. gateway name, hostname, protocol etc.). Also from the gateway list,click on the gateway that you want to update.

URL:

http://HOSTNAME_IP/admin/dialer_gateway/gateway/


http://HOSTNAME_IP/admin/auth/staff/1/http://HOSTNAME_IP/admin/dialer_gateway/gateway/


To Add/Update a dialer gateway

URL:

http://HOSTNAME_IP/admin/dialer_gateway/gateway/add/

http://HOSTNAME_IP/admin/dialer_gateway/gateway/1/

3.10.11 Survey

The survey application for Newfies-Dialer allows polls and surveys to be taken over the phone.

Each contact is called, and then played a sound file. After the sound file is heard, the user can enter their answerthrough the phone keypad using keys 0 to 9.

Therefore before creating the survey, the first job is to upload the audio for the survey. One audio file is required foreach question.

Add Audio File

CLick Audio Files, then click Add.

Give the audio file a descriptive name, chose the file to upload.

In the Admin screens, there are options to convert to other formats, change the number of channels, e.g. change fromstereo to mono, and down-sample the frequency. Finally, the user can be assigned.

Survey Admin Functions


http://HOSTNAME_IP/admin/dialer_gateway/gateway/add/http://HOSTNAME_IP/admin/dialer_gateway/gateway/1/


From the admin screen, Surveys can be added, deleted and edited. Additionally, survey questions can be re-ordered.

URL:

http://HOSTNAME_IP/admin/survey/surveyapp/

To Add/Update a survey

URL:

http://HOSTNAME_IP/admin/survey/surveyapp/add/

http://HOSTNAME_IP/admin/survey/surveyapp/1/

To Add/Update a survey question

http://HOSTNAME_IP/admin/survey/surveyquestion/add/

http://HOSTNAME_IP/admin/survey/surveyquestion/1/


http://HOSTNAME_IP/admin/survey/surveyapp/http://HOSTNAME_IP/admin/survey/surveyapp/add/http://HOSTNAME_IP/admin/survey/surveyapp/1/http://HOSTNAME_IP/admin/survey/surveyquestion/add/http://HOSTNAME_IP/admin/survey/surveyquestion/1/


When the survey is complete, the results can be inspected.

http://HOSTNAME_IP/admin/survey/surveycampaignresult/

3.10.12 Call Request

The call request list will be displayed from the following URL. You can add a new call request by clicking Add CallRequest. Also from the call request list, click on the request to update.

URL:

http://HOSTNAME_IP/admin/dialer_cdr/callrequest/

To Add/Update a Call Request

URL:

http://HOSTNAME_IP/admin/dialer_cdr/callrequest/add/

http://HOSTNAME_IP/admin/dialer_cdr/callrequest/1/


http://HOSTNAME_IP/admin/survey/surveycampaignresult/http://HOSTNAME_IP/admin/dialer_cdr/callrequest/http://HOSTNAME_IP/admin/dialer_cdr/callrequest/add/http://HOSTNAME_IP/admin/dialer_cdr/callrequest/1/


3.10.13 Call contacts/subscribers

A call-request will spool a call directly from the platform using a dialer gateway and update the call-request statusafter receiving a response from the gateway.



In order to quickly relaunch a call when testing, the subsciber can be set from to pending. This will cause the call tobe made again.

3.10.14 VoIP Call Report

A VoIP Call list will be displayed from following URL. You can not add new call reports.

URL:

http://HOSTNAME_IP/admin/dialer_cdr/voipcall/


http://HOSTNAME_IP/admin/dialer_cdr/voipcall/


3.11 Troubleshooting

Support

Step By Step Checklist

Diagnosing Carrier Problems

Where to find the log files

Config Files Location

Enable the debug

3.11.1 Support

Commercial users of Newfies-Dialer have full support, so any problems should be referred to the Newfies-DialerSupport team.

3.11.2 Step By Step Checklist

The step by step checklist below should be used to validate that all components of the platform are running.

User interface :

1. Dialer Gateway matching a configured trunk is set up in the UI

2. Dialer Settings configured and attached to the appropriate user

3. Phonebook Created with contacts attached to the phonebook

4. Configured voice application

5. Campaign created, and started, with a phone book attached, and the campaign schedule current

Back-end :

1. Celery Monitor Running

2. Freeswitch running

3.11.3 Diagnosing Carrier Problems

Due to the nature of Newfies-Dialer and voice broadcasting, it is not possible to easily test the quality of the call todifferent routes, or see if something unusual is going on.

The most definitive way of discovering what is going on is to take a capture of all SIP files along with the audio.

A program called PCAPSIPDUMP should have been installed on your server for just an eventuality, if not, instructionsfor installation follow:

apt-get -y install libpcap0.8 libpcap-dev build-essentialcd /usr/src/wget --no-check-certificate http://skylink.dl.sourceforge.net/project/pcapsipdump/pcapsipdump/0.2/pcapsipdump-0.2.tar.gztar zxfv pcapsipdump-0.2.tar.gzcd pcapsipdump-0.2

3.11. Troubleshooting 81


apt-get -y install libpcap0.8 libpcap-dev build-essentialmake cleanmake allcp pcapsipdump /usr/sbin/pcapsipdumpchmod +x /usr/sbin/pcapsipdump

PCAPSIPDUMP is launched with the following commands:

mkdir /tmp/pcapsipdump/pcapsipdump -i eth0 -d /tmp/pcapsipdump/

This will write a single file for every call into /tmp/pcasipdump We have chosen this location because if you shouldaccidently fill the hard drive with this data, a reboot will clear it out, and pcapsipdum will not start automatically onreboot.

The files are in directories according to the date and time, and each individual file is named using the origin anddestination numbers coupled with the SIP call ID.

Download the files onto your PC, and open them with a program called Wireshark, which is freely available forWindows, OSX and Linux.

The SIP capture and the audio should give a clue as to what is going wrong, and the carrier will appreciate a copy ofthe pcap file as it well help them diagnose the problem at their end.

There are other command line options for pcapsipdump:

#Usage: pcapsipdump [-fpU] [-i ] [-r ] [-d ] [-vlevel] [-R filter]-f Do not fork or detach from controlling terminal.

Newfies dialer Auto dialer Software

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