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CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM ON VOIP

SarochaBenya-Apikul5088023ITCS/B
NattaburudBudkham5088035ITCS/B
PiamsukSiriruangampai5088134ITCS/B
ChayinPatomrattanapiban5088257ITCS/B

B.Sc.(INFORMATION AND COMMUNICATION TECHNOLOGY)

Project Advisor: Dr.Sudsanguan Ngamsuriyaroj

Abstract

From traditional phone system, the call activities within the organization is difficult to make and cannot be tracked, the call expense is high and all phone numbers must be searched in the papers which is time wasting. Therefore, a customer relationship management system (CRM) on VoIP is developed. The CRM system on VoIP project is designed and implemented using the Session Initiation Protocol (SIP) protocol. The system consists of the Asterisk as a SIP Server which is the PBX software supported by the open source software called Elastix.

Our CRM system includes managing calls, performing call operations, phonebook, call history, and call usage analysis which is used to analyze user’s call activities and present it as a graph. In order to make calls between SIP clients, the softphone such as X-Lite (which is a virtual phone) will be used. The system will use Local Area Network (LAN) to connect all SIP clients with the Asterisk server and it must be always available.

This project aims to manage and improve users call experience, reduce call costs, utilized existing resources and having effective communication. This project can be applied to mobile devices and connect to the Asterisk server via Wi-Fi which will make calling communication become more convenience, easier and faster.

 

KEYWORDS: CUSTOMER RELATIONSHIP MANAGEMENT / ASTERISK / SIP

 

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