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👶Introduction to OMniLeads

OMniLeads is a web application for Contact Centers based on the GPLv3 free software license.

This application allows you to implement and manage Contact Center operations, both incoming and outgoing, and in blended mode. In addition, it makes available metrics, reports and indicators, real-time supervision of agents, audit modules for back office, and other advanced QA functionalities, contact and campaign management.

The fact of being 100% WebRTC makes it ideal for setting up operations with agents in home-office mode, due to the efficiency and cryptographic security that WebRTC technology implies in its default operation, when maintaining voice and/or video sessions. via Internet.

The different user profiles (agents, supervisors, administrators or clients) access OMniLeads from any modern web browser. By not requiring the use of desktop applications (softphones), it is not necessary to carry out the typical configurations on the workstations of Contact Center agents. Just by accessing the HTTPS web address where the application resides, both agents and supervisors can be online managing customer communications. This facility implies a great advantage when providing CCaaS (Contact Center as a Service) cloud services.

OMniLeads can be adapted to a company or organization that needs to set up its own Contact Center integrated into its PBX central, as well as scale to companies that provide Customer Contact services (BPO - Business Process Outsourcing), either in on-premise environments as well as also in cloud deployments.

¿How do i get OMniLeads?

The repository is available on GitLab, for free download, installation, modification and use of the software. The Enterprise Layer with Addons and Advanced Features is materialized once the Instance Registration and its corresponding Subscription Plan to the manufacturer take effect.

¿How do i install it?

This issue is addressed in the OMniLeads Installation section, showing the steps to follow in order to install the application under certain schemes that are mentioned in the same document.

¿How do i train in OML?

This documentation covers all aspects of the product, from technical issues inherent to the IT administrator, to functional aspects aimed at agents, supervisors or Contact Center leaders.

General specifications

  • OMniLeads General Specifications

    • WebRTC - OMniLeads underlying technology

    • OMniLeads features and functionalities

    • OMniLeads as a Contact Center integrated into a SIP-based PBX

    • OMniLeads in a Customer Contact service company

    • OMniLeads for carriers or cloud PBX providers

Architecture

In this section, the architecture of the project is introduced, together with the description of all its components:

  • Architecture and components

    • Description of each component

    • Deploy and environment variables

    • The potential of going to cloud-init as a provisioner

Installation

In this chapter, all types of application installation are covered:

  • OMniLeads installation

    • OMniLeads OnPremise Deploy

    • OMniLeads High Availability OnPremise Deploy

    • OMniLeads Deploy on Digital Ocean

    • OMniLeads Terraform Deploy

Security

In this section, the minimum configurations to be carried out for the application to run in a minimum recommended security framework are proposed:

  • Security Considerations

Initial configuration

In this chapter, the essential configurations to be carried out once we have an instance of OMniLeads installed:

  • Initial configuration

    • Roles and permissions

    • Users

    • Agent Groups

    • Add audio packs in other languages

    • On hold music

    • Pauses

    • Agent first login

    • OML Instance register

    • Available Commercial Addons

Campaigns

All communication between "the outside" and an OMniLeads agent is encapsulated within a campaign. In this chapter, everything inherent to the management of incoming and outgoing campaigns (manuals, preview and dialer) is addressed:

  • Voice Campaigns

    • Call calification / rating

    • Contact data base

    • Configuring restrictions on contact fields

    • Forms

    • Campaigns, qualifications and forms

    • Manual campaigns

    • Preview campaigns

    • Dialer campaigns

    • Incoming campaigns

    • Campaign templates

    • Interaction with external management systems

Agent interaction audit

Every time an agent generates a positive interaction with a contact, there is the possibility of auditing it from the audit module:

  • Interactions audit (backoffice)

IT administrator management

In this chapter, some tasks inherent to the OMniLeads technical administrator are covered. Issues such as low-level configuration of the predictive dialer module, update management, backup and restore, and change of the platform's IP address are covered in this chapter of the documentation:

  • IT administrator management

    • Enviroment variables

    • Predictive dialer module configuration

    • Change SSL certificates

    • Admin web password configuration

    • Backup & Restore

    • Updates

    • Changes to network parameters (Hostname and/or IP Address) and changes to service passwords

    • User unblocking

    • Recovery & Takeover PostgreSQL HA node

    • Uninstalling OMniLeads

OMniLeads RESTful API

In this section, you can find all the specifications of the Rest API of the system:

  • OMniLeads RESTful API

    • Login Endpoint

    • Endpoint get structure of Contact Database

    • Endpoint contact creation

    • Call Generation Endpoint

    • Endpoint list of qualification options

    • Endpoint list of qualifications

    • Endpoint create new qualification

    • Endpoint create new contact and assign rating

    • Endpoint to modify an existing grade

    • Asterisk Agent Session API

    • Endpoint to obtain Agent SIP credentials

Release notes

SiguienteOMniLeads General Specifications

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