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Call Center (Inbound & Outbound) Solution with Asterisk and Laravel/CodeIgniter Integration
Upwork • , US • Remote
Posted on: 7th November, 2024
Employment Type: CONTRACTOR
Job Description
Project Overview: We are looking for an experienced developer or team to build a comprehensive call center solution that supports both inbound and outbound calls, leveraging the Asterisk telephony system and a PHP-based framework such as Laravel or CodeIgniter. This solution should streamline our customer service and sales processes, automate call handling, and integrate a user-friendly web-based interface for our agents and administrators.
Key Requirements:
Asterisk Integration for Call Handling:
Configure and customize Asterisk to handle both inbound and outbound calls.
Integrate essential call center functionalities, including IVR, call routing, call queue management, and automatic call distribution (ACD).
Implement call recording, logging, and storage.
Set up call monitoring and real-time reporting capabilities.
Ensure SIP/VoIP support with secure and efficient configurations.
Backend Development in PHP Framework (Laravel/CodeIgniter):
Build the backend with Laravel or CodeIgniter to manage call center operations, agent data, and customer data.
Develop an API layer to communicate with Asterisk for call control and information retrieval.
Implement authentication and role-based access control for agents, supervisors, and administrators.
Create scalable database structures to manage and store call logs, call metrics, customer interactions, and agent information.
Frontend/User Interface (Web-Based):
Design a user-friendly dashboard for agents to handle calls, view caller information, and input call notes.
Include a live call queue view for administrators to monitor real-time call activity and agent performance.
Develop a simple and intuitive CRM system for agents to manage customer details, track interaction history, and schedule follow-up calls.
Add reporting features to provide insights into call metrics, agent performance, and overall call center productivity.
Additional Features:
Integration with popular CRMs (optional).
Automatic outbound dialing and predictive dialing for outbound campaigns.
Real-time analytics and reporting dashboards for key metrics like call wait times, call duration, and customer satisfaction scores.
Chat support integration as an added communication channel (optional).
Technical Skills Required:
Strong experience with Asterisk and telephony systems (VoIP/SIP).
Proficiency in PHP with experience in Laravel or CodeIgniter frameworks.
Knowledge of JavaScript, AJAX, HTML, CSS for frontend development.
Experience with MySQL or other relational databases.
Familiarity with API integration and RESTful services.
Understanding of data security and encryption best practices, especially regarding customer data and call recording.
Project Deliverables:
A fully functional call center system with a web-based interface.
Documentation on setup, configuration, and usage.
Basic training for administrators and agents.
Source code and deployment instructions.
Preferred Qualifications:
Prior experience with call center software or telephony integrations.
Examples of similar projects developed for customer support or sales teams.
Strong communication skills and availability for periodic progress updates.
Key Requirements:
Asterisk Integration for Call Handling:
Configure and customize Asterisk to handle both inbound and outbound calls.
Integrate essential call center functionalities, including IVR, call routing, call queue management, and automatic call distribution (ACD).
Implement call recording, logging, and storage.
Set up call monitoring and real-time reporting capabilities.
Ensure SIP/VoIP support with secure and efficient configurations.
Backend Development in PHP Framework (Laravel/CodeIgniter):
Build the backend with Laravel or CodeIgniter to manage call center operations, agent data, and customer data.
Develop an API layer to communicate with Asterisk for call control and information retrieval.
Implement authentication and role-based access control for agents, supervisors, and administrators.
Create scalable database structures to manage and store call logs, call metrics, customer interactions, and agent information.
Frontend/User Interface (Web-Based):
Design a user-friendly dashboard for agents to handle calls, view caller information, and input call notes.
Include a live call queue view for administrators to monitor real-time call activity and agent performance.
Develop a simple and intuitive CRM system for agents to manage customer details, track interaction history, and schedule follow-up calls.
Add reporting features to provide insights into call metrics, agent performance, and overall call center productivity.
Additional Features:
Integration with popular CRMs (optional).
Automatic outbound dialing and predictive dialing for outbound campaigns.
Real-time analytics and reporting dashboards for key metrics like call wait times, call duration, and customer satisfaction scores.
Chat support integration as an added communication channel (optional).
Technical Skills Required:
Strong experience with Asterisk and telephony systems (VoIP/SIP).
Proficiency in PHP with experience in Laravel or CodeIgniter frameworks.
Knowledge of JavaScript, AJAX, HTML, CSS for frontend development.
Experience with MySQL or other relational databases.
Familiarity with API integration and RESTful services.
Understanding of data security and encryption best practices, especially regarding customer data and call recording.
Project Deliverables:
A fully functional call center system with a web-based interface.
Documentation on setup, configuration, and usage.
Basic training for administrators and agents.
Source code and deployment instructions.
Preferred Qualifications:
Prior experience with call center software or telephony integrations.
Examples of similar projects developed for customer support or sales teams.
Strong communication skills and availability for periodic progress updates.
Responsibilities
- Project Overview: We are looking for an experienced developer or team to build a comprehensive call center solution that supports both inbound and outbound calls, leveraging the Asterisk telephony system and a PHP-based framework such as Laravel or CodeIgniter
- This solution should streamline our customer service and sales processes, automate call handling, and integrate a user-friendly web-based interface for our agents and administrators
- Asterisk Integration for Call Handling:
- Configure and customize Asterisk to handle both inbound and outbound calls
- Integrate essential call center functionalities, including IVR, call routing, call queue management, and automatic call distribution (ACD)
- Implement call recording, logging, and storage
- Set up call monitoring and real-time reporting capabilities
- Ensure SIP/VoIP support with secure and efficient configurations
- Backend Development in PHP Framework (Laravel/CodeIgniter):
- Build the backend with Laravel or CodeIgniter to manage call center operations, agent data, and customer data
- Develop an API layer to communicate with Asterisk for call control and information retrieval
- Implement authentication and role-based access control for agents, supervisors, and administrators
- Create scalable database structures to manage and store call logs, call metrics, customer interactions, and agent information
- Design a user-friendly dashboard for agents to handle calls, view caller information, and input call notes
- Include a live call queue view for administrators to monitor real-time call activity and agent performance
- Develop a simple and intuitive CRM system for agents to manage customer details, track interaction history, and schedule follow-up calls
- Add reporting features to provide insights into call metrics, agent performance, and overall call center productivity
- Integration with popular CRMs (optional)
- Automatic outbound dialing and predictive dialing for outbound campaigns
- Real-time analytics and reporting dashboards for key metrics like call wait times, call duration, and customer satisfaction scores
- Chat support integration as an added communication channel (optional)
- A fully functional call center system with a web-based interface
- Basic training for administrators and agents
- Source code and deployment instructions
Requirements
- Strong experience with Asterisk and telephony systems (VoIP/SIP)
- Proficiency in PHP with experience in Laravel or CodeIgniter frameworks
- Knowledge of JavaScript, AJAX, HTML, CSS for frontend development
- Experience with MySQL or other relational databases
- Familiarity with API integration and RESTful services
- Understanding of data security and encryption best practices, especially regarding customer data and call recording
- Prior experience with call center software or telephony integrations
- Examples of similar projects developed for customer support or sales teams
- Strong communication skills and availability for periodic progress updates
Upwork
Technology
Job Type
CONTRACTOR
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