Loway eBooks & White Paper Library

Loway offers this comprehensive ebook and white papers collection to help you productively perform researches and business evaluations.
This archive puts relevant information about our Asterisk call center solutions and the contact center world in general at your fingertips.


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How to create a Report with QueueMetrics for Asterisk PBX

You want to create simple but effective QueueMetrics reports that only show the information you really need? Do you feel the need to have different reports for different situation to improve your workflow?

QueueMetrics is a monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime statistics analysis, wallboards and an easy to use interface.

Learn how to create a simple effective report with all the information you need

How to create a Report with QueueMetrics for Asterisk PBX Free Download

QueueMetrics-Live for Yeastar S Data Sheet 2018

Yeastar S QueueMetrics-Live data sheet.

QueueMetrics-Live App for Yeastar S PBX lets you monitor agent productivity, measure targets, conversion rates, and view campaign statistics with a simple easy to use interface and wallboards.

Available as QueueMetrics-Live Cloud service or On-Premise software package.

QueueMetrics and WombatDialer Recall Scheduling Free Download

Installation Tutorial of QueueMetrics’ Uniloader on a Debian/Ubuntu system

Under Systemd operating systems like Debian or Ubuntu you hove to install QueueMetrics' Uniloader manually.
It might sound a bit daunting however by following this new tutorial you will be guided through the process step by step.

Spanish translation by Francesco Prior
Installation Tutorial of QueueMetrics’ Uniloader on a Debian/Ubuntu system Free Download

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Spanish

QueueMetrics Data Sheet 2018

Asterisk Call Center Management Suite QueueMetrics data sheet.
Measure, analyze and improve everything in your contact centre daily analytics.

QueueMetrics software lets you monitor agent productivity, measure targets, conversion rates, and view campaign statistics with a simple easy to use interface.

Available as QueueMetrics-Live Cloud service or On-Premise software package.

QueueMetrics and WombatDialer Recall Scheduling Free Download

QueueMetrics and WombatDialer for Asterisk PBX Recall Scheduling

With this e-book you will learn how to activate the QueueMetrics-WombatDialer Recall Scheduling feature.

One of the most common call center scenario, during an outbound dialing campaign, sees the customer potentially interested not available at call time, so the agent agrees on a better time for the conversation.

QueueMetrics Agent Page allows agents to reschedule the call immediately without having to worry about tracking down all the recalls.
The rescheduled call will be handled by a specific campaign on WombatDialer and will be executed automatically at a set date and time.

Read Free.

Russian translation by SoftBCom
QueueMetrics and WombatDialer Recall Scheduling Free Download

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Russian

QueueMetrics and Atmos CallCabinet Integration Tutorial

In this tutorial, you will learn how to setup your QueueMetrics-Live system in order for it to retrieve call recordings stored with Atmos CallCabinet Call Recording Solution.

Atmos CallCabinet for QueueMetrics-Live provides QueueMetrics’ customers with secure and accurate cloud call recordings for their Asterisk PBX based call centers. It includes a pluggable listener module that allows customers to listen to recordings that are being stored remotely in the cloud.

Read Free.

QueueMetrics and Atmos CallCabinet Integration Free Download

Tutorial: First-Call Resolution with QueueMetrics

A common scenario in most call-centers, is one where the same user calls multiple times, regarding the same matter to be addressed.

The problem with this situations is: how can we track client interactions, clustering the data in a sensible way and allowing tracking of specific situations rather than manually investigate each single call coming from the same Caller-ID?

First-Call-Resolution is a tool that allows you to do that, grouping calls from the same Caller-ID and allowing you to create high level reports oriented to productivity and performance.

Read Free.

First-Call Resolution with QueueMetrics Free Download

Call center Automated recalls with QueueMetrics

When managing an Asterisk call center you will often find yourself in a situation where your services have a known peak time. In this case a need arises to staff agents based on the load at peak.
One of the best possible solutions is to offer your customers the possibility to be called back.

Discover how to manage at best automated recalls with this new e-book.

Read Free.

VIP callers management with QueueMetrics Free Download

VIP callers management with QueueMetrics

There are various methods that one can employ to deal with VIP callers.
This is usually done with dedicated DIDs, that allows for a prioritized service.
This works, but is often hard to scale to hundreds or thousands of cases so we can definitely do better!

Discover how you can effectively manage this feature with this new e-book.

Read Free.
Russian translation by SoftBCom
VIP callers management with QueueMetrics Free Download

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Russian

Automating Quality Assessment with QueueMetrics for Asterisk

Quality assessment is an effective process that significantly improve the awareness of a call center manager.
But it also brings a series of disadvantages because reviewing calls manually is very expensive and most calls are not very informative.

What if we could automate the QA process?

Discover how with this new tutorial for QueueMetrics call center suite.

Read it free

Automating QA with QueueMetrics Free Download

QueueMetrics monitoring suite for Asterisk Payroll tutorial

Are you looking for a way to easily track your Asterisk call center agents' session times, in order to produce accurate payroll records?
Are you having trouble figuring out how to differentiate between payable and non payable pauses for your workers?

If your answer is yes then discover how with the new QueueMetrics payroll tutorial.

Read it free

QueueMetrics monitoring suite for Asterisk Payroll tutorial Free Download

Asterisk IVR dialer: Inbound Calling is Easy; Outbound Calling is Hard

Whether it’s a regular election or the Prime Minister of Japan calls for a snap election. To capitalize on an electoral opportunity or decide on some pressing social issue.
Polling gives political candidates a picture of where they stand with the electorate.

Discover how you can develop an effective Asterisk based telephone survey system using WombatDialer predictive dialer.

Read the "Asterisk IVR dialer" case history

Automatic e-mail notifications with WombatDialer Free Download

Tutorial: "Automatic e-mail notifications with WombatDialer"

Version 16.06 of WombatDialer has been released with a lot of improvements and news. This includes a large number of bug fixes and a few interesting new features.

The most important feature is e-mail notifications. You can now tell WombatDialer to send you an e-mail when a campaign completes or changes its run status. Discover how to use this feature in this new tutorial.

Read the full e-book.

Automatic e-mail notifications with WombatDialer Free Download

Tutorial: "QueueMetrics Wallboard Queue Filtering"

Do you ever wish you could create your own custom wallboard to understand at a glance what’s going on in your Asterisk call center?
Do you need to monitor multiple queues as a single entity, yet maintaining a perception of how the singular queues are doing?
If the answer is yes, read now our new tutorial about queue management with QueueMetrics software.

Read the full e-book.

QueueMetrics Wallboard Queue Filtering Free Download

Tutorial: "Enabling Scheduled Jobs on QueueMetrics-Live"

A lot happens in your call center everyday, and it’s often hard to keep track of how your agents are performing every day. Data collection can be a tiring job, and making sense of it all it’s even harder.
Would you like to have detailed reports about your call-center performance, neatly organized and formatted as you choose them to be, delivered automatically to you by email at regular intervals?

Discover how in this new tutorial for QueueMetrics-Live Asterisk call-center suite.

Read the full e-book.

Spanish translation by Francesco Prior Russian translation by SoftBCom
Enabling Scheduled Jobs on QueueMetrics-Live Free Download

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How to access your QueueMetrics Application on Yeastar MyPBX

QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime campaign statistics analysis and an easy to use interface.
QueueMetrics is now available as an application for Yeastar MyPBX.
Follow the simple steps of this guide in order to access and start your full featured free trial using Yeastar MyPBX.

Read the full e-book.
How to access your QueueMetrics App on Yeastar MyPBX Free Download

Reverse preview dialing made easy with WombatDialer

Preview dialing is a type of reverse dialing available since the first WombatDialer predictive dialer versions.
Using this feature the agent has a chance to “preview” the number that has to be called before actually having a call placed.

Discover in this new tutorial how to make it easy with Wombat.

Read the full e-book.
Tutorial reverse preview dialing with WombatDialer Free Download

Automatic outbound call tracking with QueueMetrics

Discover in this new e-book how to automatically track normal outbound calls with QueueMetrics call-center software for Asterisk PBX.
We will guide you step by step through the several benefits of using the new outbound call tracking feature of QueueMetrics' Uniloader in your daily call center management.

Read the full e-book.

Spanish translation by Francesco Prior Russian translation by SoftBCom
Tutorial automatic outbound call tracking Free Download
Download in
Spanish

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Russian

Outbound calls from the agent page with QueueMetrics

In this tutorial you will learn how to use the new Outbound Call Tracking feature of QueueMetrics' UniLoader.
This feature allows QueueMetrics software for Asterisk to track outbound calls without resorting to DialPlan additions.

Read the full e-book.

Spanish translation by Francesco Prior Russian translation by SoftBCom
Tutorial: Outbound calls from the agent page Free Download
Download in
Spanish

Download in
Russian

WombatDialer installation tutorial on PBX-in-a-Flash

It is quite easy to install WombatDialer on PBX-in-a-Flash in order to give it autodialer, voice broadcasting and progressive dialing capabilities.

Discover the easy installation steps in this new tutorial for WombatDialer predictive dialer for Asterisk PBX.

WombatDialer and PIAF tutorial Free Download

Tutorial: Synchronizer Module

Learn how to configure queues and agents in QueueMetrics call-center manager software for Asterisk PBX, using the Synchronizer module functionalities.

Read the full e-book.

Spanish translation by Francesco Prior Russian translation by SoftBCom
Tutorial Synchronizer Free Download
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Spanish

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Russian

Tutorial: Parking Calls.

In this tutorial you will learn how to track calls, without relying only on a classic queue structure.
This is especially useful when calls are routed to specific people or groups during defined events.
Discover how to use the parking lot tracking feature of QueueMetrics' Uniloader, that can be used to track parked calls "as if" they were normal calls handled on a queue.

Read the full e-book.

Spanish translation by Francesco Prior Russian translation by SoftBCom
Tutorial: Parking Calls Free Download
Download in
Spanish

Download in
Russian

WombatDialer Asterisk Predictive Dialer Brochure

Download the new brochure in print format for WombatDialer predictive dialer solution.

WombatDialer Brochure Free Download

QueueMetrics Asterisk Call-Center Management Suite Brochure

Download the new brochure in print format for QueueMetrics contact center solution.

QueueMetrics Brochure Free Download

Setting up a WebRTC softphone in QueueMetrics

The QueueMetrics call center suite collects Asterisk PBX data generating real time and historical reports for over 180 metrics, covering all the key categories of contact centre professional management.

The solution is available in cloud or on premise version and comes with an integrated WebRTC softphone.

Discover how to set up the QueueMetrics' WebRTC softphone with this new e-book by Loway.

Read the full e-book.

Russian translation by SoftBCom
Setting up a WebRTC softphone in QueueMetrics Free Download
Download in
Russian

Automatic queue recalls with WombatDialer and QueueMetrics

In daily callcenter workflow, serving clients in a timely way is often complex, as it requires having enough people available to handle traffic spikes.

This Asterisk PBX call-center management tutorial let's you improve the services you are offering by adding an automated call-back option, so that you search the logs of lost calls and actively schedule recalls on them in order to get back to people who hung up in frustration.

Read the full e-book.
Automatic queue recalls with WombatDialer and QueueMetrics Free Download

Quality Assessment with QueueMetrics

QueueMetrics call center suite generates analytical and historical reports collecting data from your Asterisk PBX. It covers all the key categories required for an effective call center management.
This e-book covers everything you need to know in order to manage your Quality Assessment with QueueMetrics at best.

Read the full e-book.

Spanish translation by Francesco Prior
Quality Assessment with QueueMetrics Free Download
Download in
Spanish

WombatDialer and QueueMetrics Asterisk softwares synergy for successful call center management

WombatDialer is a stand-alone call center predictive dialer software for message broadcasting but it was built to integrate easily with QueueMetrics, premier call-center monitoring and reporting suite for Asterisk PBX. Discover how WombatDialer and QueueMetrics integration can result in a top noch powerful call-center solution.

Read the full tutorial.

Spanish translation by Francesco Prior
WombatDialer and QueueMetrics Asterisk softwares synergy for successful call center management Free Download
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Spanish

Asterisk Call center management using QueueMetrics wallboards

With QueueMetrics software you can create custom wallboards dragging and dropping graphical components, changing colors, size and adding custom alarms. Wallboards are made up of multiple views that rotate periodically and run in kiosk mode.
Learn how to create effective wallboards for your call center management.

Read the full tutorial.

Spanish translation by Francesco Prior
Call center management using QueueMetrics wallboard Free Download

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Spanish

Understanding queue end-points in WombatDialer for Asterisk

Discover how WombatDialer, predictive dialer for Asterisk, determines available agents and channels on a given queue. Boost your outbound campaigns efficiency and dialer management.

Read the full article.
Understanding queue end-points in WombatDialer for Asterisk Free Download

Continuous log analytics with Clojure - QueueMetrics-Live service

Discover how Clojure log parsing helps QueueMetrics Live service stay up at all times. Our hosted call-center analytics platform for Asterisk PBXs, is constantly monitored and probed for anomalies in its performance metrics. This way, we are able to find and fix issues before they become apparent to the users.

Read the full tutorial.
Continuous log analytics with Clojure Free Download

Tracking Music-on-Hold with QueueMetrics Uniloader

Traking Music on Hold is an important proxy of the quality of your service. Time on-hold is a symptom of issues in daily handling calls. QueueMetrics software provides detailed metrics about time on hold using its next-generation data loader: Uniloader.

Read the full tutorial.
Tracking Music-on-Hold with QueueMetrics Free Download

WombatDialer Outbound IVR management Tutorial

Find out how to create an outbound system, using WombatDialer, that will not only connect to a list of numbers and handle common issues but is also able to detect whether the callee actually confirms receipt of messages.

Read the full tutorial.
WombatDialer Outbound IVR management Tutorial Free Download

Four reasons why QueueMetrics is the key for your call-center success

A monitoring and reporting system is the most important component of any call center as well as performance measurement and customer satisfaction.
Find out what QueueMetrics can do for your business development.

Read the full ebook.

Spanish translation by Francesco Prior
4 keys for your call-center success Free Download

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WombatDialer 16.06 Tutorial: The New Realtime Page

The new Loway's predictive dialer benefits from a few enhancements, with its latest release: WombatDialer 16.06.
In this tutorial we cover how to use the new Live Real time panel, explaining how all it's features work.

Read now the new tutorial.

Spanish translation by Francesco Prior
WombatDialer New Realtime Tutorial Free Download
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Spanish

WombatDialer Tutorial: Effective answering-machine detection (AMD)

In this tutorial we want to implement an effective Answering Machine Detection in Asterisk, through our predictive dialer: WombatDialer.

Read now the new tutorial.

WombatDialer AMD Tutorial Free Download

How to set up a QueueMetrics WebRTC Softphone tutorial

This new tutorial will guide you, step by step, in creating and setting up a secure Asterisk / QueueMetrics environment supporting WebRTC technology.

Read now the new tutorial.

QueueMetrics WebRTC Softphone tutorial Free Download

WombatDialer 16.06 for Asterisk: Dialer Status Page tutorial

Find out how the brand new "Dialer Status page" in WombatDialer 16.06 provides the user with more detailed information about the dialer status and synthetic information about Campaigns, Trunks, Endpoints, Agents and Waiting Calls.

Read now the new tutorial.

Dialer Status Page tutorial Free Download

QueueMetrics Customer Relationship Management software Integration tutorial

This tutorial details a simple setup to achieve an effective integration between QueueMetrics call-center monitor for Asterisk and WombatDialer with your favorite Customer Relationship Management software.
QueueMetrics CRM Integration Tutorial Free Download

QueueMetrics call-center suite for Asterisk stats examples

This e-book contains a basic list of examples, showing the level of insight you can obtain over your call-center using QueueMetrics suite for Asterisk.
QueueMetrics stats examples Free Download

The Loway Official Reseller Manual

Welcome to the 2016 updated version of Loway Reseller Manual. The official reseller manual gives to new, old and possible resellers all the information needed to exploit any advantage of joining the official reseller partner network, or simply manage all the different services, licenses and products offered by Loway.
Loway Reseller Manual 2016 Free Download

WombatDialer for Asterisk 16.06: Copy Campaigns Panel tutorial

Find out how to create a campaign, using an existing one as a template, in this WombatDialer 16.06 tutorial. The new WombatDialer for Asterisk Copy Campaign Page prompts you to choose an existing campaign and load its data. You can then modify some of it, see the call lists connected, remove or add existing lists to it or, eventually, create new ones uploading them from a CSV file.

Spanish translation by Francesco Prior
Asterisk WombatDialer Copy Campaign Tutorial Free Download

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How to set Opening Hours in WombatDialer tutorial

The managing of an Asterisk call-center often requires a finer level of control on the opening hours of your outbound campaigns. Typically public holidays must be taken into consideration, and perhaps you would like your dialer to open and close your campaigns at various times during a work day. The right tool to use, in order to achieve this level of control, is WombatDialer’s Opening Hours feature.

Spanish translation by Francesco Prior
Asterisk WombatDialer Opening Hours Tutorial Free Download

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Spanish

Dan Jenkins founder of Nimble Ape Ltd and contact centres technology guru, speaks about the evolution of the Asterisk community and market.

Spanish translation by Francesco Prior
Dan Jenkins Interview eBook Free Download

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Charles Miller, Chief Technology Officer at S2G and Asterisk guru, speaks about the evolution of the Asterisk community and effective call-center management business.

Spanish translation by Francesco Prior
Charles Miller Interview eBook Free Download

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Spanish

Elastix queue call-back tutorial with WombatDialer

Discover how to program an Asterisk queue so that, when people is tired of waiting, they can press a digit, leave their number and be called back at a convenient time.
With WombatDialer this is fast, easy and effective.
Read now the new tutorial.

Elastix queue call-back tutorial with WombatDialer Free Download

Build your own professional call-center with Yeastar MyPBX and Loway QueueMetrics-Live

Discover how to build a professional call-center with Yeastar MyPBX and Loway QueueMetrics-Live in this free e-Book by SoftBCom.
The Yeastar-Loway solutions integration provides professionals with a powerful tool for efficient Asterisk call-center management.
QueueMetrics transforms MyPBX in a call management platform while MyPBX offers a complete suite of enterprise-grade telephony features with no licensing fee.

Build your professional call-center with MyPBX and QueueMetrics-Live eBook Free Download

Benefits of using QueueMetrics-Live

QueueMetrics is a contact-center monitoring and reporting suite created by Loway. It tracks everything in your Asterisk based call-center: targets, conversion rates and agents activities, with a wide range of different professionals reports and statistics.

Now QueueMetrics is available as a cloud solution with all the features of classic on premise version plus the advantages offered by a cloud solution.

Spanish translation by Francesco Prior
Benefits of using QueueMetrics-Live eBook Free Download

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Power dialing at its best with WombatDialer

WombatDialer is a powerful tool, able to scale up significantly in order to manage thousands of calls at once. Discover how to do high-volume dialing running thousands of parallel calls with WombatDialer 0.9.

Spanish translation by Francesco Prior
Power dialing at its best with WombatDialer eBook Free Download

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Spanish

Integrating Loway's WombatDialer in pascom mobydick phone systems.

Boost your Contact Center efficiencies, increase call penetration & agent talk time whilst simultaneously improving campaign effectiveness & coverage with mobydick and Loway's WombatDialer.
Discover how with this new eBook by pascom Germany.
Integrating Loway's WombatDialer in pascom mobydick phone systems eBook Free Download

The new QueueMetrics 15.02 improvements exposed in a Presentation eBook.

Monitor, report, measure what's happening in your call-center.
Adjust and balance all the internal mechanisms and communication that form the complexity of an Asterisk PBX based call-center.

Discover the new features of the QueueMetrics 15 version in English and Spanish language.
Ask for a free trial today.

Spanish translation by Francesco Prior
The new QueueMetrics 15.02 improvements exposed in a Presentation eBook Free Download

Download in
Spanish

QueueMetrics: Your Way to Asterisk Call-Center management.

A monitoring and reporting system is the most important component of any call-center.
The fine adjustment and balancing of all internal mechanisms and communication that form the complex ecosystem of a call center relies on the accuracy of numerous measurements and the value of analytical reports.
Discover in this new eBook by Loway how QueueMetrics can help your call-center business.

Text by Dmitry Komov, SoftBCom
Editing and review by Marco Signorini, Loway
Spanish translation by Francesco Prior
QueueMetrics Your Way to Asterisk Call-Center management eBook Free Download

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Spanish

Benefits of using the WombatDialer

Power dialing is suitable for all type of campaigns, from customer care to general telemarketing to automated reminders.

Most of modern sales leverage a power dialer software, as a part of an integrated systems created to contact, connect and close deals.
WombatDialer's sophisticated technology seeks out the best prospects and ensures that sales reps spend more time selling to prospects than simply placing blind calls.

Discover how it can improve your campaigns and call-center business in this new eBook by Loway.

Spanish translation by Francesco Prior
Russian translation by SoftBCom
Benefits of Using WombatDialer eBook Free Download

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Spanish

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QueueMetrics Icon Integration with Elastix

QueueMetrics Icon WebRTC Agent Page Integration with Elastix.
Discover with this step-by-step guide how to integrate Icon, the brand new QueueMetrics agent page with Elastix, the open source communications server software by Palosanto Solutions.
QueueMetrics and Elastix eBook Free Download

Load test of IP PBX Asterisk with WombatDialer

Our WombatDialer has been successfully used to power an IP PBX massive load test.
SoftBCom, Russian IT-services company, recently performs a direct load test of IP PBX Asterisk on Intel Xeon E5506 Quad-Core CPU.
The test was possible thanks to the use of our WombatDialer.

Discover all the details and results of the test in this new eBook.
WombatDialer Load Test eBook Free Download

Benefits of Using QueueMetrics

Discover all benefits and advantages of using the QueueMetrics suite for your day by day call center management.
Improve your call center business with this new eBook guide from Loway.

Spanish translation by Francesco Prior
QueueMetrics Benefits eBook Free Download

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Spanish

Asterisk Call-Center Survey

The first call-centre customer satisfaction survey about the usage of Asterisk and QueueMetrics as a tool for management, analysis and control of contact centers.
Done to assess the perceived needs of customers so that future improvements could be prioritized.
This is the first case study of its kind reported in the contact-center industry for installations based on Asterisk PBX technologies.
Asterisk Call-Center Survey Preview Free Download

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Asterisk in the Call Center

How good is Asterisk as a contact center?
Read the new Digium Inc. blog interview with the founder of Loway Switzerland: Mr Lorenzo Emilitri.
Loway powers thousands of call-centers worldwide and developed the QueueMetrics call-center suite and the WombatDialer.

Spanish translation by Francesco Prior
Digium Interview eBook Free Download

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OrecX and QueueMetrics Integration Customer Success Story

OrecX (call recording) and QueueMetrics (call center performance monitoring) for an integrated Asterisk-based call center solution to boost call recording and agent performance monitoring capabilities.
Intermedia eBook Free Download

QueueMetrics & xCALLY Integration for advanced call center reporting.

xCALLY-Shuttle adds the QueueMetrics integration for advanced call center reporting.
Discover how xCALLY and QueueMetrics provide now easy integration for the Asterisk call center community.
QueueMetrics & xCALLY Integration for advanced call center reporting Preview Free Download

QueueMetrics Product Sheet


Spanish translation by Francesco Prior
QueueMetrics Product Sheet Preview Free Download

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WombatDialer Product Sheet


Spanish translation by Francesco Prior
WombatDialer Product Sheet Preview Free Download

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QueueMetrics Overview

QueueMetrics Overview Preview Free Download

QueueMetrics & FreePBX How-to

Discover the new step by step e-book guide about QueueMetrics integration with FreePBX platforms.
QueueMetrics and FreePBX eBook Free Download

QueueWiz Overview

QueueWiz Overview Preview Free Download

Elastix & QueueMetrics Joint Webinar

Elastix and QueueMetrics Joint Webinar Preview Free Download