What is WombatDialer?

WombatDialer is a new-generation mass outbound calling platform for the Asterisk PBX.

It can be used to implement many different services. By offering a set of ready-to-use components and a monitoring GUI, you can create complex solutions in minutes.

WombatDialer can work on pre-defined call lists or can dynamically create them over an API (e.g. dial number X after 10:30 AM). It shares the load on one or more PBX servers and has a flexible rescheduling logic to handle missed calls. It is built to be used with your existing Asterisk PBX and does not require separate servers or a separate set of lines. It can call over VoIP or through the public telephone network.

WombatDialer is built to integrate with your business processes, can receive calls to be made over HTTP and/or notify an external system in real-time about calls made and results gathered.

WombatDialer works natively with the QueueMetrics Call-Center Monitoring Suite in order to produce state-of-the-art campaign analyses and insight.

Why was WombatDialer created?

If you are an Asterisk integrator, it may have happened to you: one of your clients requires simple outbound capabilities, e.g. calling back a customer who filled in a recall form on their website. Simple enough.

You start by creating an Asterisk callfile to generate each call - it works nicely and it is easy to set up, but if the call does not complete then it is lost. So you have to create a process that keeps track of the call and retries it in time. And that’s not an easy feat to pull off when starting from a callfile.

The first thing your client notices is that calls end up using an unpredictable amount of lines - as they basically have an office PBX, people cannot dial in because at peak times your script is saturating all outgoing channels. Management is not happy and you have to keep track of trunk usage - not only your own, but your client’s as well.

Then your client notices that those calls should not be made outside business hours - a customer might require a call at night, but there must be someone at their offices in order to call back. So you have to implement a calendar in your custom application.

Now that you have the calendar, your client notices that calls are generated at inconvenient times - sometimes all of their service reps are sitting idle, and other times they are all busy and calls keep piling up. So you have to edit your scripts to keep track of the current end-point statuses and decide when it is a good time to call.

Just at this point, they start to saturate their existing PBX, so they need to set up a cluster of boxes and they want your application to handle this. And while you are at it, what about usage statistics? and why not running different outbound services at once? and did they tell you they need to integrate their existing CRM? and could you add predictive capabilities to the set? and…​.

It looks like a nightmare. And it actually is - been there, done that. That’s why WombatDialer was created: all common outbound logic should be encapsulated through a declarative interface. No need to reinvent the wheel. You program the dialplan to be executed - either manually or through a GUI - and WombatDialer takes care of the rest. You create scripts if you need to send and receive data from WombatDialer, and you can control it all through a simple HTTP interface.

How much time is this going to save you?

Key features

  • "Just Works" with your existing Asterisk PBX

  • Easy, automated installation

  • High scalability: from one to hundreds of outbound lines on multiple servers

  • Run multiple prioritized campaigns in parallel

  • Different dialing modes - automated, reverse and preview

  • Pervasive security model with extensive auditing capabilities

  • Programmable handling of calls that do not complete

  • Easy to integrate through its HTTP API

  • Strong real-time monitoring capabilities

  • Runs locally - you do not have to depend on third-party services

  • Provides a set of "building blocks" so you can create custom-tailored solutions

Typical usage scenarios

Telecasting

Send a pre-recorded message to a set of receivers. The message can be easily customized by having your PBX read custom variables, e.g. current account balances, planned service outages, end of current subscription periods. Works with your existing PBX.

  • Automated warning systems (e.g school alerts)

  • Event cancellations

  • Number verification services

Telemarketing

Send a pre-recorded message to a list of contacts, and offer them an option to be put in contact with an operator if interested. When required, a maximum call duration can be enforced.

  • Appointment reminders and cancellations for physicians, dentists, etc.

  • Track subscription expirations and process renewals

  • Product offerings

  • Debt tracking and collection

Voice conferencing

Ever tried setting up a conference call with many attendants? WombatDialer can connect them all in parallel at the click of a button - no more wasted time and manually dialing busy numbers.

  • Connect tens or hundreds of parties at once

  • Different parties can have different access levels, e.g some may speak and some may only listen

  • Virtual town hall

Automated phone interviews

Connect to a group of receivers and offer them a set of IVR options (reverse IVR). WombatDialer keeps track of selected options and forwards them to your tracking system.

  • Automated service satisfaction interviews

  • Quality Assessment of your services

  • Instant automated polling stations