Introduction & VoIP Fundamentals.
  • Introduction to Issabel Phone System.
  • Instructor Message
  • VoIP Telephony Fundamental Part 1
  • VoIP Telephony Fundamental Part 2
  • Quiz 1
Network Requirements for the VoIP.
  • Key Elements for stable VoIP Network.
  • Network Services for VoIP Deployment.
  • Section Quiz 2
Course Project
  • Phone System Requirement Analysis.
  • Hardware Selection For the Issabel Phone System.
Issabel Installation
  • Downloading Issabel.
  • Issabel Installation Wizard Choosing Asterisk 16.
  • Post Installation steps
  • Changing Issabel web GUI theme to Elastix classic theme.
  • Practical Activity 01
Issabel Overview
  • Login the newly installed Issabel server.
Issabel Phone System Setup
  • Creating PBX Extensions.
  • Creating SIP Phone Extensions in Issabel.
  • Softphone Download & Installation .
  • Configuring Zoiper softphone.
  • Configuring Xlite softphone
  • IP Desk Phones Set up Approach.
  • Get Familiar with IP Desk Phones.
  • Configuring Desk Phone Yealink Manual Method.
  • Configuring Desk Phone Digium Manual Method.
  • Configuring Polycom Phone Manual Method.
  • Bulk IP Desk Phones Configurations - Auto Provision.
  • Testing Internal Calls.
  • Practical Activity 02
  • Trunk - Outside Connectivity.
  • PSTN - Analog PCI Card Installation & Configurations.
  • Dial Patterns & Outbound Routes
  • Class of Service.
  • VoIP - SIP Trunk Between two Issabel Servers.
  • Inbound Route DID Configurations.
  • Creating Ring Groups
  • System Recording - Audio Prompts
  • Creating IVR - Interactive Voice Response - Auto Attendant or Welcome Greeting.
  • Enabling Voicemail & Voicemail to Email.
  • Add Follow Me Settings to Extensions.
  • Creating Announcement.
  • Configuring Opening & Closing Hours for Incoming calls.
  • Putting All Together - Making PBX More Professional.
  • CDR - Call Details Records - Call Accounting.
  • Post Paid Billing with Issabel.
  • Enabling Call Recording & Call Recording Report.
  • PIN Sets on Outbound Calls.
  • Audio Conferencing.
  • Parking Lots - Call Parking.
  • Paging & Intercom.
Issabel Phone System Maintenance
  • Issabel Users Groups and Access Permission Management.
  • Monitoring Live Calls - Dashboard Operator Console.
  • Issabel Address Book.
  • Phone System Features Codes.
  • Issabel Addon Market Place.
  • Issabel Server Backup & Restore.
Issabel Call Center Module.
  • Call Center Concepts
  • Types of Call Center
  • Call Center Components
  • Roles in Call Center.
  • Call Center Analysis & Planning for the Business.
Getting Started - Issabel Call Center Core Configurations.
  • Installing & Configuring Issabel Call Center Add on.
  • Creating Call Center Roles & Users in Issabel.
  • Creating Agents.
  • Configuring Agent Callback Login.
  • Creating Agents Break.
  • Creating Call Services Queues - Heart of Every Call Center.
  • Agent's Script
  • Creating Forms - Data Input During Live Call
  • Creating Custom Web Page to Pop Up with Call.
  • Creating the Customer Phones Contacts List.
issabel Call Center Inbound Call Campaign.
  • Building Inbound Call Campaign
  • Agent Console - Overview
  • Agent Console - Call Back Login.
  • Putting all together: Testing Inbound Call Campaign with live agent console.
Issabell Call Center Outbound Call Campaign
  • Automated Outbound Predictive Dialer Concept.
  • Building Outgoing Call Campaign.
  • Creating the CSV File for the Outbound Predictive Dialer.
  • Putting all together: Testing Outgoing Call Campaign with live agent console
Issabel Call Center Reports & Statistics.
  • Issabel Call Center Reports Overview.
  • Agent Break Report.
  • Calls Detail Report.
  • Calls Per Hour Report.
  • Calls Per Agent Report.
  • Hold Time Report.
  • Agent's Login Logout Report.
  • Inbound Calls Success Report.
  • Graphical Report Calls Per Hour.