Archives 2023

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SOLUTIONS

If You Think Compliance Is Expensive
Try Non-Compliance

We sell a uniform compliance solution that includes more than tokenization. The platform fee is one that is packaged neatly to be sent out to underlying carriers.

Smart Carrier is the “Easy” button to simplify connections – to sign calls and keep your company in compliance.

We provide real-time updates and data that will enable you to make more informed decisions to better suit your entire business.

Our Smart Carrier AI Suite of Services, including AI Numbers and AI Answering Machine Detection is a total compliance ecosystem.

Smart Caller ID®

Never let your customers guess who is really calling again. With Smart Caller ID®, the Caller ID displays a caller’s company name, location and other identifiable information to let the customer know, without a doubt, who is calling them.

LEARN MORE

STIR/SHAKEN Compliance Management

A call tokenization service using our certificate and key pair or yours. This Service allows us to sign your calls, which ultimately may display a verified checkmark on your recipient’s handset, thereby possibly increasing your contact rates, increasing overall ASR.

SMS-Automated Text Messaging

We offer a beneficial way to automate your texts and reach customers at the right times.

Caller ID Assessment

Our cutting-edge Caller ID Assessment service provides each number with a reputable scoring system that notifies the client if a number is flagged by underlying carriers. We provide full tokenization generation for STIR/SHAKEN.  As of June 2022, it is required by U.S. Federal law that all calls must be signed through the FCC STIR/SHAKEN mandate. The TRACED Act required the FCC to mandate the STIR/SHAKEN caller identification framework. Our service also works with our SHAKEN Rest Web Service Designed to simplify the rollout of STIR/SHAKEN for organizations that prefer to integrate with web services instead of traditional SIP. This easily integrates into platforms such as Freeswitch, Asterisk, FreePBX, FusionPBX, and many others.

DIDs/Telephone Numbers (Local and Toll Free)

Our network and inter-relationships cover approximately 96% of the United States. We offer a different level of tiered DIDs to include Tier 1, Tier 2 & Tier 3 with the best network quality available.

DID/Telephone Number Management

Our Comprehensive DID Management platform will allow you to see individual number statistics to help you analyze what is happening with your numbers like never before.

Advanced Geoproximation

Advanced Geoproximation uses the most advanced dial pattern algorithms to distinguish area code overlay and provides a seamless experience for your outbound dialer. The main benefit of this service is that it will allow the most accurate, friendly dial patterns that take the guesswork out of which exchange is most beneficial to use to reach each specific client. Another benefit is that it allows your outbound dialer to always have the correct area code for dialing by utilizing pinpoint accuracy without NPA overlap mismatching.

What does this all mean? You have the best chance of customer engagement.

Enhanced Insights

We offer the ability to have an enhanced look at traffic profiles and routing logic. This feature provides portability information, current carrier, carrier type (wireless or landline)and National Do Not Call Registry status for any number.

NumberRisk

NumberRisk can determine if your Caller ID is flagged as SPAM/SPAM LIKELY.

Hydrogen Class IV Switch

Our Hydrogen Class IV Switch is an all-in-one solution when you are looking for a completely secure, high-performing, easily scalable platform. It comes with a robust routing service, billing, reporting, and automatic alert capabilities, so that you may easily manage your voice and DID origination services. This service works seamlessly with each of our other services.

SIP VPN

Smart Carrier offers a fully hosted and managed Virtual Private Network (VPN) solution that can be used to securely access sensitive and protected resources such as VoIP, databases, web, files, and other services. This VPN solution securely encrypts all traffic, is designed for the intense use of VoIP, and can be used by organizations required to operate within a regulatory environment.

Outbound Calling

We offer Outbound Termination Services that include both flat rate and NPA-NXX-based ratings. We have made a reputation by only providing the best quality. All routes are supported by our network of Tier 1 and CLEC carrier backbones with a 1-HOP away approach.

Smart Shaper

Our proprietary Smart Shaper module takes away the effort required to implement our solutions. With a simple line of code added to your existing dialer, you can have access to many of our services that will operate before an actual call is formed. This will allow you to easily integrate with certain dialer software with zero hassle and begin using our services without complication.

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Knowledge Based Articles

How to – Patch Asterisk 16 or 18 for ViciDial

Asterisk patch

How to – Patch Asterisk 16 or 18 for ViciDial

In this article, I will go over how to patch newer versions of Asterisk that can be used with ViciDIal. Copy and paste the lines of code that have to do with the version of Asterisk you plan to use.

Step 1 – Download the needed files for Asterisk and the patches from ViciDial

cd /usr/src/asterisk
wget https://downloads.asterisk.org/pub/telephony/asterisk/old-releases/asterisk-16.30.0.tar.gz
wget https://downloads.asterisk.org/pub/telephony/asterisk/old-releases/asterisk-18.18.1.tar.gz
tar -xzvf asterisk-16.30.0.tar.gz
tar -xzvf asterisk-18.18.1.tar.gz

cd /usr/src/asterisk/asterisk-16.30.0
wget http://download.vicidial.com/asterisk-patches/Asterisk-16/amd_stats.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-16/iax2_peer_status.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-16/sip_logging_peer_status.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-16/timeout_reset_dial.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-16/timeout_reset_dial_app.patch
cd apps/
wget http://download.vicidial.com/asterisk-patches/Asterisk-16/enter.h
wget http://download.vicidial.com/asterisk-patches/Asterisk-16/leave.h
yes | cp -rf enter.h.1 enter.h
yes | cp -rf leave.h.1 leave.h

cd /usr/src/asterisk/asterisk-18.18.1/
wget http://download.vicidial.com/asterisk-patches/Asterisk-18/amd_stats-18.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-18/iax_peer_status-18.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-18/sip_peer_status-18.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-18/timeout_reset_dial_app-18.patch
wget http://download.vicidial.com/asterisk-patches/Asterisk-18/timeout_reset_dial_core-18.patch
cd apps/
wget http://download.vicidial.com/asterisk-patches/Asterisk-18/enter.h
wget http://download.vicidial.com/asterisk-patches/Asterisk-18/leave.h
yes | cp -rf enter.h.1 enter.h
yes | cp -rf leave.h.1 leave.h

Step 2 – Apply the patches to the version you chose to use

Now that we’ve got the files, lets begin patching them as shown below. After applying each patch, copy and paste the location shown below each patch line.

Asterisk 16 patches

patch < amd_stats.patch apps/app_amd.c
patch < iax2_peer_status.patch channels/chan_iax2.c
patch < sip_logging_peer_status.patch channels/chan_sip.c
patch < timeout_reset_dial_app.patch apps/app_dial.c
patch < timeout_reset_dial.patch main/dial.c

Asterisk 18 patches

patch < amd_stats-18.patch apps/app_amd.c
patch < iax_peer_status-18.patch channels/chan_iax2.c
patch < sip_peer_status-18.patch channels/chan_sip.c
patch < timeout_reset_dial_app-18.patch apps/app_dial.c
patch < timeout_reset_dial_core-18.patch main/dial.c

Step 3 – Compile Asterisk

Now to compile Asterisk after applying the necessary patches. Copy and paste the desired Asterisk version code.

Asterisk 16

cd /usr/src/asterisk/asterisk-16.30.0/
: ${JOBS:=$(( $(nproc) + $(nproc) / 2 ))}
./configure --libdir=/usr/lib64 --with-gsm=internal --enable-opus --enable-srtp --with-ssl --enable-asteriskssl --with-pjproject-bundled --with-jansson-bundled

make menuselect/menuselect menuselect-tree menuselect.makeopts
#enable app_meetme
menuselect/menuselect --enable app_meetme menuselect.makeopts
#enable res_http_websocket
menuselect/menuselect --enable res_http_websocket menuselect.makeopts
#enable res_srtp
menuselect/menuselect --enable res_srtp menuselect.makeopts
make -j ${JOBS} all
make install

Asterisk 18

cd /usr/src/asterisk/asterisk-18.18.1/
: ${JOBS:=$(( $(nproc) + $(nproc) / 2 ))}
./configure --libdir=/usr/lib64 --with-gsm=internal --enable-opus --enable-srtp --with-ssl --enable-asteriskssl --with-pjproject-bundled --with-jansson-bundled

make menuselect/menuselect menuselect-tree menuselect.makeopts
#enable app_meetme
menuselect/menuselect --enable app_meetme menuselect.makeopts
#enable res_http_websocket
menuselect/menuselect --enable res_http_websocket menuselect.makeopts
#enable res_srtp
menuselect/menuselect --enable res_srtp menuselect.makeopts
make -j ${JOBS} all
make install

That completes this article, make sure you restart asterisk if its running with “core restart now”

-Chris aka carpenox

How to – Fix ViciBox 11 after kernel update

ViciBox 11

How to – Fix ViciBox 11 after kernel update

Ok, so it seems that if you run a “zypper up” on ViciBox 11, it will update the kernel which then leaves dahdi with errors that won’t allow it to start up and calls will have no audio and you will not hear the “only-person” sound when you login. After debugging this issue for a few hours, I was able to figure out a fix for it. We are going to manually install the latest dahdi and some updates that are needed in order to fix this, so let’s get started.

Step 1 – Download dahdi

OK, so first lets go to the /usr/src directory and then download the file for dahdi

cd /usr/src/
wget https://downloads.asterisk.org/pub/telephony/dahdi-linux-complete/dahdi-linux-complete-3.2.0%2B3.2.0.tar.gz
tar -xzvf dahdi-linux-complete-3.2.0+3.2.0.tar.gz
cd dahdi-linux-complete-3.2.0+3.2.0/

Step 2 – Download kernel update and needed compile tools

zypper in autoconf gcc make libtool
zypper in *kernel-default*

Press 2 when it gives you options

Step 3 – Compile Dahdi

Run the following commands:

make
make install
make install-config
cd tools
make clean
make
make install
make install-config
cp /etc/dahdi/system.conf.sample /etc/dahdi/system.conf
Dahdi

Step 4 – Run modprobe for dahdi and check to make sure its working

modprobe dahdi
dahdi_cfg -v

What are 10 things to look for in the best call center solutions?

CyburDial

When evaluating call center solutions, it’s essential to consider various factors to ensure you choose the best fit for your business needs. Here are ten things to look for in the best call center solutions:

  1. Scalability: The solution should easily scale up or down to accommodate changing call volumes and business growth without disruptions.
  2. Multichannel Support: Ensure the platform supports multiple communication channels like voice, chat, email, and social media to meet diverse customer preferences.
  3. Ease of Use: An intuitive interface and user-friendly features are crucial for agent efficiency and quick onboarding.
  4. Automation and Workflows: Look for built-in automation and workflow capabilities to streamline processes, reduce manual tasks, and improve productivity.
  5. Real-time Analytics: Access to real-time reporting and analytics helps you monitor performance, identify trends, and make data-driven decisions.
  6. Integration Capabilities: Ensure the solution seamlessly integrates with your existing CRM, helpdesk, and other essential software to provide a unified customer view.
  7. AI and Machine Learning: Advanced features like AI-driven call routing, sentiment analysis, and virtual assistants can enhance customer interactions and agent efficiency.
  8. Security and Compliance: Robust security measures, data encryption, and compliance with industry regulations (e.g., HIPAA, GDPR) are essential for protecting customer data.
  9. Quality Assurance Tools: Look for features that enable monitoring, coaching, and evaluation of agent interactions to maintain service quality.
  10. Cost Transparency: Understand the pricing model, including any per-seat charges, and ensure it aligns with your budget and business objectives.

By considering these factors, you can make an informed decision when choosing the best call center solution to meet your specific requirements.

CyburDial’s Quality Control Module with Artificial Intelligence

Quality Control

CyburDial’s Quality Control Module is a powerful tool that leverages artificial intelligence (AI) to ensure that call center interactions align with company policies and standards. Here’s an overview of how it works and its key benefits:

1. Real-Time Data Analysis:
CyburDial’s Quality Control Module continuously monitors live calls in real-time. This AI-driven analysis goes beyond traditional call recording and post-call evaluations, enabling immediate feedback and action during ongoing interactions.

2. Keyword Detection:
The module uses AI algorithms to identify specific keywords or phrases during live calls. These keywords are predetermined based on company policies, compliance regulations, or customer service standards. When flagged keywords are detected, the system takes action.

3. Flagging and Alerts:
If a flagged keyword is detected, the Quality Control Module can trigger alerts for supervisors or quality assurance teams. This allows for immediate intervention or further monitoring of the call. Flags can be customized to prioritize certain keywords or phrases over others.

4. Compliance and Policy Enforcement:
The module assists call centers in enforcing compliance with industry regulations and company policies. It ensures that agents adhere to scripting guidelines, maintain a professional tone, and avoid language that could lead to legal or reputational issues.

5. Performance Improvement:
In addition to compliance monitoring, the Quality Control Module helps in performance improvement. It provides real-time coaching opportunities for agents by identifying areas where they may need additional training or guidance.

6. Detailed Reporting:
The system generates detailed reports on flagged interactions, allowing supervisors and managers to review and analyze the data. This information can inform coaching sessions, training programs, and process improvements.

7. Customizable Rules and Thresholds:
CyburDial’s Quality Control Module allows businesses to customize the rules and thresholds for keyword detection. This flexibility ensures that the system aligns with the unique needs and policies of each organization.

8. Enhanced Customer Experience:
By monitoring and addressing issues in real-time, CyburDial’s Quality Control Module helps ensure a consistent and high-quality customer experience. It reduces the risk of customer dissatisfaction due to agent behavior or language violations.

9. Data Security:
The module maintains data security and privacy by adhering to encryption standards and access controls, ensuring that flagged interactions are handled securely.

In summary, CyburDial’s Quality Control Module, powered by AI, offers real-time monitoring and analysis during live calls, allowing for the immediate identification and flagging of keywords or phrases that violate company policies or compliance standards. This proactive approach helps maintain call center quality, compliance, and the overall customer experience. Check out the video at the top to learn more.

CyburDial’s Integration Capabilities

Workflows

CyburDial’s adaptability and integration capabilities are key strengths, making it easy to seamlessly integrate with most Customer Relationship Management (CRM) systems and other management software. Here’s how CyburDial achieves this flexibility:

1. Open APIs:
CyburDial provides open Application Programming Interfaces (APIs) that allow for smooth integration with a wide range of third-party software applications. These APIs enable data exchange and communication between CyburDial and other systems.

2. CRM Integration:
CyburDial can be integrated with popular CRMs, such as Salesforce, HubSpot, Zoho CRM, and many others. This integration ensures that customer data and call center interactions are synchronized, providing agents with a comprehensive view of customer history and preferences directly within their CRM interface.

3. Custom Integration:
For businesses using proprietary or customized CRM systems, CyburDial offers the flexibility to create custom integrations tailored to specific needs. This allows for a seamless flow of data and information between CyburDial and your unique CRM solution.

4. Data Synchronization:
Integration with CRMs and management software ensures that call center agents have real-time access to customer records, enabling them to provide personalized and efficient service. Customer information, call notes, and call outcomes are automatically updated in the CRM.

5. Improved Efficiency:
Integration streamlines workflows and reduces manual data entry, saving time and reducing the risk of errors. Agents can focus on customer interactions rather than administrative tasks.

6. Enhanced Reporting and Analytics:
Integration allows for a more comprehensive analysis of customer interactions. Call data can be combined with CRM data, providing valuable insights for decision-making and performance monitoring.

7. Customized Workflows:
Integrating CyburDial with your CRM or management software enables the creation of customized workflows that align with your business processes. This ensures that calls and data follow predefined routes and protocols.

8. Multichannel Integration:
CyburDial’s integration capabilities extend beyond CRM systems. It can also be integrated with other management tools, such as marketing automation software, helpdesk systems, and e-commerce platforms, providing a holistic view of customer interactions.

9. Scalable Integration:
CyburDial’s integration capabilities are scalable, allowing for the integration of additional software and systems as your business evolves and expands.

In summary, CyburDial’s ability to integrate seamlessly with most CRMs and management software empowers call center agents with the information they need to deliver exceptional customer service. It streamlines operations, enhances data synchronization, and supports efficient workflows, ultimately improving the overall customer experience.

CyburDial’s Data Protection with all aspects of it’s Multichannel Features

Security

CyburDial’s multichannel capabilities, including WebRTC technology and robust encryption measures, enable call centers to offer versatile, secure, and efficient communication options to customers. Here’s an overview of these features:

1. WebRTC Technology:

WebRTC (Web Real-Time Communication) is a core component of CyburDial’s multichannel capabilities. It’s a browser-based technology that allows for real-time audio and video communication directly within web applications, as well as the ability to send emails and SMS messages directly within CyburDial’s agent interface. Here’s how CyburDial leverages WebRTC:

  • Seamless Browser-Based Communication: CyburDial’s call center solution enables agents and customers to communicate via voice and video directly within web browsers, eliminating the need for additional plugins or software installations.
  • Low Latency: WebRTC technology minimizes communication delays, ensuring that interactions are smooth and responsive, which is crucial for maintaining customer satisfaction.
  • Cost-Effective: Since WebRTC operates through web browsers, it eliminates the need for traditional phone lines, resulting in cost savings for call centers.

2. Encryption for Data Protection:

CyburDial places a strong emphasis on data security and privacy. The solution incorporates encryption measures to protect all aspects of communication:

  • Secure Data Transmission: Voice and video calls, as well as data transfers, are encrypted to prevent eavesdropping and unauthorized access during transmission.
  • End-to-End Encryption: CyburDial employs end-to-end encryption for chat and messaging, ensuring that only the intended recipients can access the content.
  • Secure Data Storage: Customer data and call recordings are stored securely with encryption to safeguard sensitive information.
  • Compliance with Regulations: CyburDial’s encryption practices align with industry-specific regulations (e.g., GDPR, HIPAA) to meet data security and compliance requirements.
  • Secure Web Communication: WebRTC communication within browsers is protected through secure protocols, ensuring that customer interactions are confidential and safe.

These multichannel capabilities, combined with robust encryption measures, allow CyburDial to offer a secure, reliable, and versatile call center solution. It ensures that customers can interact with your call center through their preferred channels while maintaining the highest standards of data protection and privacy compliance.

CyburDial’s Enhanced Realtime Reports and Analytics

Realtime Reports

CyburDial offers robust real-time reporting and analytics capabilities, providing call centers with valuable insights to monitor performance, make informed decisions, and continuously improve customer service. Here’s a closer look at CyburDial’s real-time reporting and analytics features:

  1. Live Dashboard: CyburDial provides a live dashboard that offers an at-a-glance view of key call center metrics in real-time. Supervisors and managers can access this dashboard to monitor ongoing call activities, agent performance, and campaign statistics.
  2. Customizable Metrics: Users can customize the metrics and KPIs displayed on the dashboard to align with their specific business goals. This flexibility ensures that call center managers focus on the metrics most relevant to their objectives.
  3. Historical Reporting: In addition to real-time data, CyburDial offers comprehensive historical reporting. Users can generate detailed reports on call volumes, agent productivity, customer satisfaction, and more. Historical data allows for trend analysis and long-term strategy planning.
  4. Agent Performance Metrics: CyburDial’s analytics tools enable supervisors to track agent performance closely. Metrics like call handling time, first-call resolution rates, and customer satisfaction scores can be monitored to identify areas for improvement.
  5. Campaign Analysis: For outbound campaigns, CyburDial provides real-time insights into campaign performance. Supervisors can track call outcomes, answer rates, and campaign success metrics, allowing for immediate adjustments to improve results.
  6. Customer Journey Tracking: Gain insights into the customer journey by tracking interactions across channels and touchpoints. Understand how customers move through the sales or support process to optimize engagement strategies.
  7. Custom Reporting: CyburDial allows users to create custom reports tailored to their unique needs. This feature enables in-depth analysis of specific aspects of call center operations, such as agent adherence to scripts or the effectiveness of marketing campaigns.
  8. Alerts and Notifications: Set up automated alerts and notifications based on predefined thresholds. Receive real-time alerts for issues like call abandonment rates exceeding a certain percentage, enabling quick responses to critical situations.
  9. Integration Capabilities: CyburDial’s reporting and analytics tools can integrate with other business intelligence solutions and data analytics platforms, enhancing the depth and breadth of data analysis.
  10. Data Export: Easily export reports and analytics data for further analysis or to share with stakeholders. Data can be exported in various formats, including Excel, CSV, and PDF.

CyburDial’s real-time reporting and analytics capabilities empower call center managers and supervisors with the information they need to optimize operations, boost agent productivity, and deliver exceptional customer experiences. With the ability to make data-driven decisions on the fly, your call center can stay agile and responsive to changing customer demands.

Experience no per seat monthly charges with CyburDial!

No per seat monthly charges

CyburDial’s unique pricing model sets it apart in the world of call center solutions, as it does not charge any per seat monthly fees. This innovative approach offers several advantages:

  1. Cost Efficiency: With no per-seat charges, you can have as many agents as you need without worrying about escalating costs. This helps you maintain predictable budgeting and cost control.
  2. Scalability: CyburDial’s pricing flexibility allows your call center to grow or downsize as your business demands change. You can add or remove agents without the financial burden of additional seat fees.
  3. Fair Pricing: Your costs are based on your actual usage of your VoIP carrier, rather than a fixed fee per agent. This ensures you’re only paying for what you use, which can lead to significant savings.
  4. Ease of Expansion: As your business expands, adding new agents doesn’t come with extra costs. This encourages businesses to explore new opportunities and markets without hesitation.
  5. Transparent Budgeting: Predicting costs becomes straightforward when there are no per-seat charges. This transparency allows for more accurate budget planning.

In essence, CyburDial’s no per seat monthly fees approach empowers your call center to operate efficiently, scale effortlessly, and allocate resources more effectively, making it a cost-effective choice for businesses of all sizes.

Get Ahead for the Week with CyburDial’s Automation and Workflow System

Automation

Get Ahead for the Week with CyburDial’s Automation and Workflow System

The countdown to Monday begins, and for many businesses, that means preparing for a new week of production, customer interactions, and challenges. However, with CyburDial’s Automation and Workflow System at your side, Mondays needn’t be daunting anymore. In fact, you can look forward to a week of increased efficiency, productivity, and cost savings. Here’s how.

Efficiency Unleashed

CyburDial’s Automation and Workflow System is a game-changer. It’s designed to streamline your daily operations and free up valuable time for your business managers. Imagine the benefits of automating repetitive tasks, such as data entry, call routing, and follow-ups. With CyburDial, these tasks become a breeze, leaving your team with more time for strategic planning and decision-making.

The Power of Workflows

Workflows are the secret sauce of CyburDial’s system. These predefined or custom automations are tailored to your unique needs. They can tackle common pain points faced by call centers and other businesses, such as:

  1. Inconsistent Processes: Workflows ensure that every customer interaction follows a standardized process. Say goodbye to variations in service quality.
  2. Manual Data Entry Errors: Automation eliminates the risk of manual data entry errors, saving time and preventing costly mistakes.
  3. Missed Follow-ups: With automated follow-up workflows, you can be sure that no opportunity goes unnoticed.
  4. Resource Drain: Automation reduces the need for excessive human intervention, saving both time and money.

Your Money’s Worth

Speaking of saving money, CyburDial’s system is designed with cost-effectiveness in mind. It’s time to bid farewell to those per-seat charges that add up quickly. CyburDial’s transparent pricing model ensures you pay for what you need, not for who sits where. It’s a budget-friendly approach that allows you to allocate resources where they matter most.

Time for What Matters

With CyburDial’s Automation and Workflow System, your business managers can finally redirect their focus to more important matters. Rather than micromanaging repetitive tasks, they can strategize for the week ahead, develop new initiatives, and engage in activities that truly drive your business forward.

A Week of Possibilities

Imagine starting each week with a sense of preparedness and confidence, knowing that your operations are running smoothly and efficiently. That’s the reality CyburDial’s system can offer. With workflows solving pain points and automation powering your processes, you’ll be ready to conquer the week ahead.

Don’t let Mondays be a source of stress. Embrace CyburDial’s Automation and Workflow System, and make them a day to look forward to. Prepare for a week of increased productivity, cost savings, and the freedom to focus on what truly matters in your business. It’s time to revolutionize your week with CyburDial.

Get started today by booking a live demo with us below: