How to – Set Up Asterisk 18 with ConfBridge for ViciDial with Bug fixes for monitoring

For this article, I will go over how you can install Asterisk 18 to use with ViciDial and using ConfBridge instead of MeetMe. There is a few bugs in the monitor function for use with ViciDial, however I have debugged it and will share this fix with all of you today.

Step 1 – Install and patch Asterisk 18

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

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

cd /usr/src/asterisk/asterisk-18.18.1/
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 2 – Compile Asterisk

: ${JOBS:=$(( $(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 samples
sed -i 's|noload = chan_sip.so|;noload = chan_sip.so|g' /etc/asterisk/modules.conf
make -j ${JOBS} all
make install

Step 3 – Add ConfBridge to use with ViciDial

Lets add the extensions we need to use confbridges with ViciDial with the following commands:

cd /etc/asterisk
nano extensions.conf

Add the following lines below the [default] area:

; --------------------------
; ConfBridge Extensions
; --------------------------

; use to send a agent channel into the conference
exten => _9600XXX,1,Answer()
exten => _9600XXX,n,Playback(sip-silence)
exten => _9600XXX,n,ConfBridge(${EXTEN},vici_agent_bridge,vici_customer_user)
exten => _9600XXX,n,Hangup()

;; used to send an customer channel into the conference
exten => _29600XXX,1,Answer()
exten => _29600XXX,n,Playback(sip-silence)
exten => _29600XXX,n,ConfBridge(${EXTEN:1},vici_agent_bridge,vici_agent_user)
exten => _29600XXX,n,Hangup()

;; used by an admin to enter the confernece
exten => _39600XXX,1,Answer()
exten => _39600XXX,n,Playback(sip-silence)
exten => _39600XXX,n,ConfBridge(${EXTEN:1},vici_agent_bridge,vici_admin_user)
exten => _39600XXX,n,Hangup()

;; used to monitor a conference
exten => _49600XXX,1,Answer()
exten => _49600XXX,n,Playback(sip-silence)
exten => _49600XXX,n,ConfBridge(${EXTEN:1},vici_agent_bridge,vici_monitor_user)
exten => _49600XXX,n,Hangup()

;; used to record into a conference
exten => _59600XXX,1,Answer()
exten => _59600XXX,n,Playback(sip-silence)
exten => _59600XXX,n,ConfBridge(${EXTEN:1},vici_agent_bridge,vici_recording_user)
exten => _59600XXX,n,Hangup()

;; used to barge a conference
exten => _69600XXX,1,Answer()
exten => _69600XXX,n,Playback(sip-silence)
exten => _69600XXX,n,ConfBridge(${EXTEN:1},vici_agent_bridge,vici_barge_user)
exten => _69600XXX,n,Hangup()

;; used to trigger DTMF tones in a conference
exten => _79600XXX,1,Answer()
exten => _79600XXX,n,Playback(sip-silence)
exten => _79600XXX,n,ConfBridge(${EXTEN:1},vici_agent_bridge,vici_dtmf_user)
exten => _79600XXX,n,Hangup()

;; used to play an audio file to a conference
exten => _89600XXX,1,Answer()
exten => _89600XXX,n,Playback(sip-silence)
exten => _89600XXX,n,ConfBridge(${EXTEN:1},vici_agent_bridge,vici_audio_user)
exten => _89600XXX,n,Hangup()

;; used to kick all channels from a conference
exten => _99600XXX,1,ConfKick(${EXTEN:1},all)
exten => _99600XXX,2,Hangup()
exten => _55559600XXX,1,ConfKick(${EXTEN:4},all)
exten => _55559600XXX,2,Hangup()

While we are in this file, lets go ahead and address and fix one of the bugs, which is not being able to listen or barge on calls through the real-time report. Search for “08600X” in extensions.conf which is at line 119 and should look like the picture below:

BUG Fix: Change the 86 to 96

Step 4 – Add confbridge functions

nano /etc/asterisk/confbridge.conf and paste this at the bottom:
#include confbridge-vicidial.conf

Now create a new file called confbridge-vicidial.conf and add the following lines:

; Bridge Profile for agent conferences
[vici_agent_bridge]
type=bridge
max_members=10
record_conference=no
internal_sample_rate=8000
mixing_interval=40
video_mode=none
sound_join=enter
sound_leave=leave
sound_has_joined=sip-silence
sound_has_left=sip-silence
sound_kicked=sip-silence
sound_muted=sip-silence
sound_unmuted=sip-silence
sound_only_person=confbridge-only-participant
sound_only_one=sip-silence
sound_there_are=sip-silence
sound_other_in_party=sip-silence
sound_begin=sip-silence
sound_wait_for_leader=sip-silence
sound_leader_has_left=sip-silence
sound_get_pin=sip-silence
sound_invalid_pin=sip-silence
sound_locked=sip-silence
sound_locked_now=sip-silence
sound_unlocked_now=sip-silence
sound_error_menu=sip-silence
sound_participants_muted=sip-silence


; User Profile for agent channels
[vici_agent_user]
type=user
admin=no
quiet=no
startmuted=no
marked=yes
dtmf_passthrough=yes
hear_own_join_sound=yes
dsp_drop_silence=yes

; User Profile for admin channels
[vici_admin_user]
type=user
admin=yes
quiet=no
startmuted=no
marked=yes
dtmf_passthrough=yes
dsp_drop_silence=yes

; User Profile for monitoring
[vici_monitor_user]
type=user
admin=no
quiet=yes
startmuted=yes
marked=no
dtmf_passthrough=no
dsp_drop_silence=yes

; User Profile for barging
[vici_barge_user]
type=user
admin=no
quiet=no
startmuted=no
marked=no
dtmf_passthrough=yes
dsp_drop_silence=yes

; User Profile for customers channels
[vici_customer_user]
type=user
admin=no
quiet=no
startmuted=no
marked=yes
dtmf_passthrough=yes
hear_own_join_sound=no
dsp_drop_silence=yes

; User Profile for call recording channels
[vici_recording_user]
type=user
admin=no
quiet=yes
startmuted=yes
marked=no
dtmf_passthrough=no
dsp_drop_silence=yes

; User Profile for audio playback channels
[vici_audio_user]
type=user
admin=no
quiet=yes
startmuted=yes
marked=no
dtmf_passthrough=no
dsp_drop_silence=yes

; User Profile for triggering DTMF
[vici_dtmf_user]
type=user
admin=no
quiet=yes
startmuted=yes
marked=no
dtmf_passthrough=yes
dsp_drop_silence=yes

Step 5 – Add ConfBridge conferences into Asterisk database

mysql -A asterisk
INSERT INTO `vicidial_confbridges` VALUES 
(9600000,'10.10.10.17','','0',NULL),
(9600001,'10.10.10.17','','0',NULL),
(9600002,'10.10.10.17','','0',NULL),
(9600003,'10.10.10.17','','0',NULL),
(9600004,'10.10.10.17','','0',NULL),
(9600005,'10.10.10.17','','0',NULL),
(9600006,'10.10.10.17','','0',NULL),
(9600007,'10.10.10.17','','0',NULL),
(9600008,'10.10.10.17','','0',NULL),
(9600009,'10.10.10.17','','0',NULL),
(9600010,'10.10.10.17','','0',NULL),
(9600011,'10.10.10.17','','0',NULL),
(9600012,'10.10.10.17','','0',NULL),
(9600013,'10.10.10.17','','0',NULL),
(9600014,'10.10.10.17','','0',NULL),
(9600015,'10.10.10.17','','0',NULL),
(9600016,'10.10.10.17','','0',NULL),
(9600017,'10.10.10.17','','0',NULL),
(9600018,'10.10.10.17','','0',NULL),
(9600019,'10.10.10.17','','0',NULL),
(9600020,'10.10.10.17','','0',NULL),
(9600021,'10.10.10.17','','0',NULL),
(9600022,'10.10.10.17','','0',NULL),
(9600023,'10.10.10.17','','0',NULL),
(9600024,'10.10.10.17','','0',NULL),
(9600025,'10.10.10.17','','0',NULL),
(9600026,'10.10.10.17','','0',NULL),
(9600027,'10.10.10.17','','0',NULL),
(9600028,'10.10.10.17','','0',NULL),
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(9600030,'10.10.10.17','','0',NULL),
(9600031,'10.10.10.17','','0',NULL),
(9600032,'10.10.10.17','','0',NULL),
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(9600044,'10.10.10.17','','0',NULL),
(9600045,'10.10.10.17','','0',NULL),
(9600046,'10.10.10.17','','0',NULL),
(9600047,'10.10.10.17','','0',NULL),
(9600048,'10.10.10.17','','0',NULL),
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(9600059,'10.10.10.17','','0',NULL),
(9600060,'10.10.10.17','','0',NULL),
(9600061,'10.10.10.17','','0',NULL),
(9600062,'10.10.10.17','','0',NULL),
(9600063,'10.10.10.17','','0',NULL),
(9600064,'10.10.10.17','','0',NULL),
(9600065,'10.10.10.17','','0',NULL),
(9600066,'10.10.10.17','','0',NULL),
(9600067,'10.10.10.17','','0',NULL),
(9600068,'10.10.10.17','','0',NULL),
(9600069,'10.10.10.17','','0',NULL),
(9600070,'10.10.10.17','','0',NULL),
(9600071,'10.10.10.17','','0',NULL),
(9600072,'10.10.10.17','','0',NULL),
(9600073,'10.10.10.17','','0',NULL),
(9600074,'10.10.10.17','','0',NULL),
(9600075,'10.10.10.17','','0',NULL),
(9600076,'10.10.10.17','','0',NULL),
(9600077,'10.10.10.17','','0',NULL),
(9600078,'10.10.10.17','','0',NULL),
(9600079,'10.10.10.17','','0',NULL),
(9600080,'10.10.10.17','','0',NULL),
(9600081,'10.10.10.17','','0',NULL),
(9600082,'10.10.10.17','','0',NULL),
(9600083,'10.10.10.17','','0',NULL),
(9600084,'10.10.10.17','','0',NULL),
(9600085,'10.10.10.17','','0',NULL),
(9600086,'10.10.10.17','','0',NULL),
(9600087,'10.10.10.17','','0',NULL),
(9600088,'10.10.10.17','','0',NULL),
(9600089,'10.10.10.17','','0',NULL),
(9600090,'10.10.10.17','','0',NULL),
(9600091,'10.10.10.17','','0',NULL),
(9600092,'10.10.10.17','','0',NULL),
(9600093,'10.10.10.17','','0',NULL),
(9600094,'10.10.10.17','','0',NULL),
(9600095,'10.10.10.17','','0',NULL),
(9600096,'10.10.10.17','','0',NULL),
(9600097,'10.10.10.17','','0',NULL),
(9600098,'10.10.10.17','','0',NULL),
(9600099,'10.10.10.17','','0',NULL),
(9600100,'10.10.10.17','','0',NULL),
(9600101,'10.10.10.17','','0',NULL),
(9600102,'10.10.10.17','','0',NULL),
(9600103,'10.10.10.17','','0',NULL),
(9600104,'10.10.10.17','','0',NULL),
(9600105,'10.10.10.17','','0',NULL),
(9600106,'10.10.10.17','','0',NULL),
(9600107,'10.10.10.17','','0',NULL),
(9600108,'10.10.10.17','','0',NULL),
(9600109,'10.10.10.17','','0',NULL),
(9600110,'10.10.10.17','','0',NULL),
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(9600112,'10.10.10.17','','0',NULL),
(9600113,'10.10.10.17','','0',NULL),
(9600114,'10.10.10.17','','0',NULL),
(9600115,'10.10.10.17','','0',NULL),
(9600116,'10.10.10.17','','0',NULL),
(9600117,'10.10.10.17','','0',NULL),
(9600118,'10.10.10.17','','0',NULL),
(9600119,'10.10.10.17','','0',NULL),
(9600120,'10.10.10.17','','0',NULL),
(9600121,'10.10.10.17','','0',NULL),
(9600122,'10.10.10.17','','0',NULL),
(9600123,'10.10.10.17','','0',NULL),
(9600124,'10.10.10.17','','0',NULL),
(9600125,'10.10.10.17','','0',NULL),
(9600126,'10.10.10.17','','0',NULL),
(9600127,'10.10.10.17','','0',NULL),
(9600128,'10.10.10.17','','0',NULL),
(9600129,'10.10.10.17','','0',NULL),
(9600130,'10.10.10.17','','0',NULL),
(9600131,'10.10.10.17','','0',NULL),
(9600132,'10.10.10.17','','0',NULL),
(9600133,'10.10.10.17','','0',NULL),
(9600134,'10.10.10.17','','0',NULL),
(9600135,'10.10.10.17','','0',NULL),
(9600136,'10.10.10.17','','0',NULL),
(9600137,'10.10.10.17','','0',NULL),
(9600138,'10.10.10.17','','0',NULL),
(9600139,'10.10.10.17','','0',NULL),
(9600140,'10.10.10.17','','0',NULL),
(9600141,'10.10.10.17','','0',NULL),
(9600142,'10.10.10.17','','0',NULL),
(9600143,'10.10.10.17','','0',NULL),
(9600144,'10.10.10.17','','0',NULL),
(9600145,'10.10.10.17','','0',NULL),
(9600146,'10.10.10.17','','0',NULL),
(9600147,'10.10.10.17','','0',NULL),
(9600148,'10.10.10.17','','0',NULL),
(9600149,'10.10.10.17','','0',NULL),
(9600150,'10.10.10.17','','0',NULL),
(9600151,'10.10.10.17','','0',NULL),
(9600152,'10.10.10.17','','0',NULL),
(9600153,'10.10.10.17','','0',NULL),
(9600154,'10.10.10.17','','0',NULL),
(9600155,'10.10.10.17','','0',NULL),
(9600156,'10.10.10.17','','0',NULL),
(9600157,'10.10.10.17','','0',NULL),
(9600158,'10.10.10.17','','0',NULL),
(9600159,'10.10.10.17','','0',NULL),
(9600160,'10.10.10.17','','0',NULL),
(9600161,'10.10.10.17','','0',NULL),
(9600162,'10.10.10.17','','0',NULL),
(9600163,'10.10.10.17','','0',NULL),
(9600164,'10.10.10.17','','0',NULL),
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(9600166,'10.10.10.17','','0',NULL),
(9600167,'10.10.10.17','','0',NULL),
(9600168,'10.10.10.17','','0',NULL),
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(9600172,'10.10.10.17','','0',NULL),
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(9600178,'10.10.10.17','','0',NULL),
(9600179,'10.10.10.17','','0',NULL),
(9600180,'10.10.10.17','','0',NULL),
(9600181,'10.10.10.17','','0',NULL),
(9600182,'10.10.10.17','','0',NULL),
(9600183,'10.10.10.17','','0',NULL),
(9600184,'10.10.10.17','','0',NULL),
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(9600190,'10.10.10.17','','0',NULL),
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(9600195,'10.10.10.17','','0',NULL),
(9600196,'10.10.10.17','','0',NULL),
(9600197,'10.10.10.17','','0',NULL),
(9600198,'10.10.10.17','','0',NULL),
(9600199,'10.10.10.17','','0',NULL),
(9600200,'10.10.10.17','','0',NULL),
(9600201,'10.10.10.17','','0',NULL),
(9600202,'10.10.10.17','','0',NULL),
(9600203,'10.10.10.17','','0',NULL),
(9600204,'10.10.10.17','','0',NULL),
(9600205,'10.10.10.17','','0',NULL),
(9600206,'10.10.10.17','','0',NULL),
(9600207,'10.10.10.17','','0',NULL),
(9600208,'10.10.10.17','','0',NULL),
(9600209,'10.10.10.17','','0',NULL),
(9600210,'10.10.10.17','','0',NULL),
(9600211,'10.10.10.17','','0',NULL),
(9600212,'10.10.10.17','','0',NULL),
(9600213,'10.10.10.17','','0',NULL),
(9600214,'10.10.10.17','','0',NULL),
(9600215,'10.10.10.17','','0',NULL),
(9600216,'10.10.10.17','','0',NULL),
(9600217,'10.10.10.17','','0',NULL),
(9600218,'10.10.10.17','','0',NULL),
(9600219,'10.10.10.17','','0',NULL),
(9600220,'10.10.10.17','','0',NULL),
(9600221,'10.10.10.17','','0',NULL),
(9600222,'10.10.10.17','','0',NULL),
(9600223,'10.10.10.17','','0',NULL),
(9600224,'10.10.10.17','','0',NULL),
(9600225,'10.10.10.17','','0',NULL),
(9600226,'10.10.10.17','','0',NULL),
(9600227,'10.10.10.17','','0',NULL),
(9600228,'10.10.10.17','','0',NULL),
(9600229,'10.10.10.17','','0',NULL),
(9600230,'10.10.10.17','','0',NULL),
(9600231,'10.10.10.17','','0',NULL),
(9600232,'10.10.10.17','','0',NULL),
(9600233,'10.10.10.17','','0',NULL),
(9600234,'10.10.10.17','','0',NULL),
(9600235,'10.10.10.17','','0',NULL),
(9600236,'10.10.10.17','','0',NULL),
(9600237,'10.10.10.17','','0',NULL),
(9600238,'10.10.10.17','','0',NULL),
(9600239,'10.10.10.17','','0',NULL),
(9600240,'10.10.10.17','','0',NULL),
(9600241,'10.10.10.17','','0',NULL),
(9600242,'10.10.10.17','','0',NULL),
(9600243,'10.10.10.17','','0',NULL),
(9600244,'10.10.10.17','','0',NULL),
(9600245,'10.10.10.17','','0',NULL),
(9600246,'10.10.10.17','','0',NULL),
(9600247,'10.10.10.17','','0',NULL),
(9600248,'10.10.10.17','','0',NULL),
(9600249,'10.10.10.17','','0',NULL),
(9600250,'10.10.10.17','','0',NULL),
(9600251,'10.10.10.17','','0',NULL),
(9600252,'10.10.10.17','','0',NULL),
(9600253,'10.10.10.17','','0',NULL),
(9600254,'10.10.10.17','','0',NULL),
(9600255,'10.10.10.17','','0',NULL),
(9600256,'10.10.10.17','','0',NULL),
(9600257,'10.10.10.17','','0',NULL),
(9600258,'10.10.10.17','','0',NULL),
(9600259,'10.10.10.17','','0',NULL),
(9600260,'10.10.10.17','','0',NULL),
(9600261,'10.10.10.17','','0',NULL),
(9600262,'10.10.10.17','','0',NULL),
(9600263,'10.10.10.17','','0',NULL),
(9600264,'10.10.10.17','','0',NULL),
(9600265,'10.10.10.17','','0',NULL),
(9600266,'10.10.10.17','','0',NULL),
(9600267,'10.10.10.17','','0',NULL),
(9600268,'10.10.10.17','','0',NULL),
(9600269,'10.10.10.17','','0',NULL),
(9600270,'10.10.10.17','','0',NULL),
(9600271,'10.10.10.17','','0',NULL),
(9600272,'10.10.10.17','','0',NULL),
(9600273,'10.10.10.17','','0',NULL),
(9600274,'10.10.10.17','','0',NULL),
(9600275,'10.10.10.17','','0',NULL),
(9600276,'10.10.10.17','','0',NULL),
(9600277,'10.10.10.17','','0',NULL),
(9600278,'10.10.10.17','','0',NULL),
(9600279,'10.10.10.17','','0',NULL),
(9600280,'10.10.10.17','','0',NULL),
(9600281,'10.10.10.17','','0',NULL),
(9600282,'10.10.10.17','','0',NULL),
(9600283,'10.10.10.17','','0',NULL),
(9600284,'10.10.10.17','','0',NULL),
(9600285,'10.10.10.17','','0',NULL),
(9600286,'10.10.10.17','','0',NULL),
(9600287,'10.10.10.17','','0',NULL),
(9600288,'10.10.10.17','','0',NULL),
(9600289,'10.10.10.17','','0',NULL),
(9600290,'10.10.10.17','','0',NULL),
(9600291,'10.10.10.17','','0',NULL),
(9600292,'10.10.10.17','','0',NULL),
(9600293,'10.10.10.17','','0',NULL),
(9600294,'10.10.10.17','','0',NULL),
(9600295,'10.10.10.17','','0',NULL),
(9600296,'10.10.10.17','','0',NULL),
(9600297,'10.10.10.17','','0',NULL),
(9600298,'10.10.10.17','','0',NULL),
(9600299,'10.10.10.17','','0',NULL);
exit

Step 6 – Update the IP to your Server IP

Run the following command:

/usr/share/astguiclient/ADMIN_update_server_ip.pl –old-server_ip=10.10.10.17

Step 7 – Patch the files for ViciDial to be able to use confbridges

cd /usr/src/astguiclient/trunk/extras/ConfBridge/
cp * /usr/share/astguiclient/
cd /usr/share/astguiclient/
mv manager_send.php.diff vdc_db_query.php.diff vicidial.php.diff /var/www/html/agc/
patch -p0 < ADMIN_keepalive_ALL.pl.diff
patch -p0 < ADMIN_update_server_ip.pl.diff
patch -p0 < AST_DB_optimize.pl.diff
chmod +x AST_conf_update_screen.pl
patch -p0 < AST_reset_mysql_vars.pl.diff
cd /var/www/html/agc/
patch -p0 < manager_send.php.diff
patch -p0 < vdc_db_query.php.diff
patch -p0 < vicidial.php.diff

Step 8 – Change the screens for Vicidial being used

A new screen session has been added called ‘AST_conf_update_screen.pl’. This screen session replaces both the AST_conf_update.pl and AST_conf_update_3way.pl scripts. It checks both MeetMe and ConfBridge conferences for unnecessary channels and removes them. For instance if an agent does a Leave 3way and a few minutes later one of the remaining channels hangs up. This script will remove the remaining channel and free the conference for use by Vicidial. This screen session is optional for use with MeetMe but is required to be used with ConfBridge.

Step 9 – Change /etc/astguiclient.conf

To enable this screen session you need to add a ‘C’ to the ‘VARactive_keepalives’ variable in the ‘/etc/astguiclient.conf’ on your dialers, and comment out the following line from your crontab:

### updater for conference validator #* * * * * /usr/share/astguiclient/AST_conf_update.pl

You can configure the refresh interval for how often the screen session checks for unnecessary channels by changing “Conf Update Interval” in Admin -> Servers.

Step 10- Make the needed changes in ViciDial GUI

Login to the ViciDial Admin GUI and go to Admin > Servers and click on the server(s) that are dialers and change the conferencing engine to “CONFBRIDGE” as shown above.

Step 11 – Add confbridge to manager.conf

nano /etc/asterisk/manager.conf
Go to the bottom and paste:

[confcron]
secret = 1234
read = command,reporting
write = command,reporting

eventfilter=Event: Meetme
eventfilter=Event: Confbridge

Step 12 – Fix the last bug to get “listen” and “barge” working

OK, so now we have to do some source code changes that will fix the issues with monitoring through the ViciDial real-time report. We’re going to be editing the non_agent_api.php in /your web directory.

For OpenSUSE its in /srv/www/htdocs/vicidial and for RedHat such as CentOS, Alma or Rocky its in /var/www/html/vicidial.

nano /var/www/html/vicidial/non_agent_api.php
Line 3295: Change vicidial_conferences to vicidial_confbridges like you see below:

You should now have your setup able to use confbridge.

-Chris

The Benefits of Omnichannel Support for Customer Satisfaction: A CyburDial Perspective

In a world where customer expectations are ever-evolving, providing a seamless and integrated support experience is crucial. Omnichannel support has emerged as a key strategy for enhancing customer satisfaction, and this article explores the myriad benefits of this approach, with a focus on how CyburDial empowers businesses to deliver exceptional omnichannel customer support.

Understanding Omnichannel Support

Omnichannel support is a customer service approach that integrates various communication channels, providing a unified and consistent experience across all touchpoints. Whether customers reach out through phone calls, emails, live chat, or social media, the omnichannel model ensures a cohesive and interconnected service journey.

The Benefits of Omnichannel Support

1. Seamless Customer Experience:

Omnichannel support eliminates silos between channels, allowing customers to transition seamlessly between different modes of communication. This continuity contributes to a smoother and more satisfying customer experience.

2. Consistent Information Across Channels:

With omnichannel support, customer information is centralized and synchronized across all channels. This means that agents have access to the same customer data, irrespective of the communication channel, ensuring consistent and accurate service.

3. Efficient Issue Resolution:

Customers can initiate a conversation on one channel and seamlessly switch to another without having to repeat information. This streamlined process results in quicker issue resolution and a more efficient customer service journey.

4. Enhanced Customer Engagement:

Omnichannel support encourages proactive engagement with customers on their preferred platforms. Whether through social media interactions, live chat, or traditional phone calls, businesses can connect with customers in ways that resonate with them.

5. Data-Driven Insights:

CyburDial’s omnichannel support is equipped with robust analytics tools. Businesses can gain valuable insights into customer interactions across channels, allowing for data-driven decision-making and continuous improvement in service delivery.

CyburDial’s Contribution to Omnichannel Excellence

1. Unified Communication Hub:

CyburDial serves as a unified communication hub, integrating various channels seamlessly. Whether it’s voice calls, emails, or live chat, CyburDial ensures that customer interactions are centralized for efficient management.

2. Real-time Collaboration:

CyburDial facilitates real-time collaboration among agents, enabling them to share insights and information instantly. This collaborative approach contributes to a more informed and responsive customer support team.

3. Integrated Customer Data:

With CyburDial, customer data is integrated and accessible across channels. This ensures that agents have a holistic view of each customer’s history, preferences, and previous interactions, fostering a personalized and attentive service approach.

4. AI-Driven Insights:

CyburDial leverages AI technology to extract valuable insights from customer interactions. From sentiment analysis to predictive analytics, businesses can harness these insights to enhance their omnichannel support strategy.

Embracing the Future of Customer Support

As customer expectations continue to evolve, embracing the benefits of omnichannel support is not just a strategy for today; it’s an investment in the future of customer satisfaction. CyburDial, with its commitment to delivering a seamless omnichannel experience, empowers businesses to stay ahead in the ever-changing landscape of customer support. Elevate your customer service journey with CyburDial’s omnichannel excellence – where every interaction is an opportunity to exceed expectations.

The Future of VoIP in Call Centers: A Glimpse into Tomorrow’s Communication Landscape

In the ever-evolving landscape of call centers, the adoption of Voice over Internet Protocol (VoIP) has become a transformative force, propelling communication into the digital era. This article delves into the future of VoIP in call centers and highlights how CyburDial, with its visionary industry partnerships, stands at the forefront of this technological wave.

The Rise of VoIP in Call Centers

VoIP has revolutionized the way call centers operate, replacing traditional telephone lines with internet-based communication. This shift brings forth a myriad of benefits, from cost efficiency to enhanced flexibility, paving the way for a more agile and responsive customer interaction environment.

Key Trends Shaping the Future

1. Advanced Analytics and AI Integration:

The future of VoIP in call centers lies in its integration with advanced analytics and Artificial Intelligence (AI). CyburDial, in collaboration with industry leaders, is at the forefront of leveraging AI to enhance call center operations, providing valuable insights and automation.

2. Multi-Channel Communication:

Tomorrow’s call centers will seamlessly integrate various communication channels. VoIP, in partnership with cutting-edge solutions, allows for a unified approach to handle calls, chats, emails, and more. CyburDial’s commitment to industry partnerships ensures a holistic approach to multi-channel communication.

3. Enhanced Security Measures:

With the increasing importance of data security, future VoIP solutions will prioritize robust encryption and security measures. CyburDial collaborates with security experts to ensure that its VoIP offerings meet the highest standards of data protection.

4. 5G Integration:

The rollout of 5G technology promises faster, more reliable connectivity. VoIP, in synergy with 5G, will elevate call center communication to unprecedented levels of speed and efficiency. CyburDial’s forward-thinking partnerships position it as a leader in integrating VoIP with the latest technological advancements.

CyburDial’s Visionary Partnerships

CyburDial recognizes that the future of VoIP relies on strategic collaborations with industry leaders. Through these partnerships, CyburDial ensures that its VoIP offerings are not just current but future-proofed, aligning with emerging trends and technologies.

Industry-Leading VoIP Providers:

CyburDial partners with leading VoIP service providers to offer call centers a reliable, feature-rich communication infrastructure. These partnerships empower call centers with the latest VoIP capabilities, ensuring a seamless and efficient communication experience.

AI and Analytics Collaborations:

By teaming up with AI and analytics experts, CyburDial enhances its VoIP solutions with intelligent features. This includes predictive analytics, sentiment analysis, and AI-driven automation, elevating the call center experience to new heights.

Security Experts and Compliance Partnerships:

CyburDial places a premium on data security and compliance. Collaborating with security experts and compliance partners, CyburDial ensures that its VoIP solutions adhere to the highest standards of confidentiality and regulatory requirements.

Embracing the Future Today

As we stand on the cusp of a new era in call center communication, the future of VoIP is a thrilling landscape of innovation and efficiency. CyburDial, through its visionary partnerships, is not just adapting to this future – it’s shaping it. By integrating cutting-edge technologies and collaborating with industry leaders, CyburDial continues to be a trailblazer in the evolution of VoIP in call centers. Embrace the future today with CyburDial’s forward-thinking approach to communication technology.

In the dynamic realm of call centers where sensitive financial transactions take place, ensuring payment security is paramount. The Payment Card Industry Data Security Standard (PCI DSS) stands as a fortress against potential breaches, and call centers must align with its stringent requirements to safeguard customer data. This article explores the significance of PCI DSS compliance in call centers and sheds light on how CyburDial emerges as a trusted ally in this security journey.

Understanding PCI DSS Compliance

PCI DSS is a set of security standards designed to ensure that all companies accepting, processing, storing, or transmitting credit card information maintain a secure environment. Its primary goal is to protect cardholder data from theft and secure payment card transactions.

The Importance of PCI DSS in Call Centers

1. Customer Trust: Compliance with PCI DSS instills confidence in customers, assuring them that their sensitive payment information is handled with the utmost care.
2. Legal Requirements: Many industries, including call centers, are bound by legal obligations to protect customer data. Failure to comply with PCI DSS may result in severe penalties and legal consequences.
3. Mitigating Risks: PCI DSS compliance helps identify and address vulnerabilities in call center systems, reducing the risk of data breaches and financial fraud.

CyburDial’s Role in PCI DSS Compliance

1. Secure Data Handling:

CyburDial incorporates robust security measures to ensure that payment data is handled securely. From call recordings to data storage, every aspect aligns with PCI DSS standards.

2. Encrypted Communication:

Communication between CyburDial’s systems and payment processors, such as Hurricane Payments, is encrypted to prevent unauthorized access and maintain the confidentiality of sensitive information.

3. Tokenization:

CyburDial utilizes tokenization, a process that replaces sensitive payment information with unique tokens. This ensures that even if data is intercepted, it remains meaningless to potential attackers.

4. Regular Audits and Monitoring:

CyburDial conducts regular security audits and employs real-time monitoring to identify and address any potential threats promptly. This proactive approach aligns with PCI DSS requirements for continuous security assessment.

5. Integration with Trusted Processors:

CyburDial integrates seamlessly with trusted payment processors like Hurricane Payments, offering a reliable and PCI DSS-compliant solution for processing payments securely.

Example: Hurricane Payments

Hurricane Payments is an exemplary payment processor that prioritizes PCI DSS compliance. Their robust infrastructure and commitment to security make them an ideal partner for call centers seeking a secure payment processing solution.

Conclusion

Ensuring payment security through PCI DSS compliance is non-negotiable for call centers entrusted with sensitive financial information. CyburDial, with its dedication to security best practices and seamless integration with trusted processors like Hurricane Payments, emerges as a valuable ally in the mission to protect customer data and maintain PCI DSS compliance. Embrace a secure future for your call center – where customer trust and data integrity reign supreme.

Ensuring Payment Security: PCI DSS Compliance in Call Centers

In the dynamic realm of call centers where sensitive financial transactions take place, ensuring payment security is paramount. The Payment Card Industry Data Security Standard (PCI DSS) stands as a fortress against potential breaches, and call centers must align with its stringent requirements to safeguard customer data. This article explores the significance of PCI DSS compliance in call centers and sheds light on how CyburDial emerges as a trusted ally in this security journey.

Understanding PCI DSS Compliance

PCI DSS is a set of security standards designed to ensure that all companies accepting, processing, storing, or transmitting credit card information maintain a secure environment. Its primary goal is to protect cardholder data from theft and secure payment card transactions.

The Importance of PCI DSS in Call Centers

1. Customer Trust: Compliance with PCI DSS instills confidence in customers, assuring them that their sensitive payment information is handled with the utmost care.
2. Legal Requirements: Many industries, including call centers, are bound by legal obligations to protect customer data. Failure to comply with PCI DSS may result in severe penalties and legal consequences.
3. Mitigating Risks: PCI DSS compliance helps identify and address vulnerabilities in call center systems, reducing the risk of data breaches and financial fraud.

CyburDial’s Role in PCI DSS Compliance

1. Secure Data Handling:

CyburDial incorporates robust security measures to ensure that payment data is handled securely. From call recordings to data storage, every aspect aligns with PCI DSS standards.

2. Encrypted Communication:

Communication between CyburDial’s systems and payment processors, such as Hurricane Payments, is encrypted to prevent unauthorized access and maintain the confidentiality of sensitive information.

3. Tokenization:

CyburDial utilizes tokenization, a process that replaces sensitive payment information with unique tokens. This ensures that even if data is intercepted, it remains meaningless to potential attackers.

4. Regular Audits and Monitoring:

CyburDial conducts regular security audits and employs real-time monitoring to identify and address any potential threats promptly. This proactive approach aligns with PCI DSS requirements for continuous security assessment.

5. Integration with Trusted Processors:

CyburDial integrates seamlessly with trusted payment processors like Hurricane Payments, offering a reliable and PCI DSS-compliant solution for processing payments securely.

Example: Hurricane Payments

Hurricane Payments is an exemplary payment processor that prioritizes PCI DSS compliance. Their robust infrastructure and commitment to security make them an ideal partner for call centers seeking a secure payment processing solution.

Conclusion

Ensuring payment security through PCI DSS compliance is non-negotiable for call centers entrusted with sensitive financial information. CyburDial, with its dedication to security best practices and seamless integration with trusted processors like Hurricane Payments, emerges as a valuable ally in the mission to protect customer data and maintain PCI DSS compliance. Embrace a secure future for your call center – where customer trust and data integrity reign supreme.