The package includes a Drupal based customizable end user CRM Web Portal.

The default CRM site installed with the system includes the core features needed for the most common VoIP termination business cases. We have developed a number of additional Drupal modules that can be installed on top of that which cover the rest of the business cases required by the telecom business. Additional custom modules can also be developed depending on the needs of each customer. A list of the currently available modules follows.

Standard Modules

Web Services Authentication

Provides authentication via web services

Third Party Modules

Third party modules required by the CRM

Account

Allows management of account profile data

Reports web services

Provide access to basic reports via web services

Signup Core

Core sign-up functionality module – required by all modules that use sign-up

Provides a multi-step page signup functionality

Multi-language support

Allows multi-language support of the CRM site

Devices Basic

Allows basic management of devices

Payments Core

Core payments functionality module – required by all modules that use payments

Topup

Enables users to top-up their account balance

Numbers Core

Core numbers functionality module – required by all modules that use numbers

CallerID

Allows management of account caller IDs

Voicemail Core

Core voicemail functionality module – required by all modules that use voicemail

Optional Modules

Notifications

Allows management of email notifications

Redirect

Enables redirection to custom login/logout pages

Single-step Signup

Provides a single-step online signup functionality

Speed Dials

Allows management of speed dials

Splash Page

Displays configurable page with account details

Transfer Funds

Allows transfer of funds between accounts

Web Callback

Implements web callback functionality

Password

Allows password reset

Support

Provides support form for user inquiries

Rates Map

Display interactive rate map

Credit card management

Allows storage of credit card information

On-Net

Enables automatic on-net number assignment

Promo

Enables use of promotional code discount program

Referral

Enables account referral rewards

Devices Advanced

Allows advanced management of devices

Reward

Enables use of reward program

Authorize.net

Provides integration with Authorize.net

IVR customizations

Allows use of custom IVR announcements

Multiple CRM sites

Allows use of multiple CRM sites

Receipts

Allows download of receipt for each payment

Auto Payment

Allows automatic payment of invoices

Username Retrieval

Allows retrieval of forgotten username

Limit credit by day

Allows limit of daily top-up amount

Enterprise Subscriptions

Allows management of enterprise subscriptions

Residential Subscriptions

Allows management of residential subscriptions

Landing Page

Allows users to create multiple landing pages

Lines

Allows users to manage lines

Member

Allows users to manage members

Night/Weekend Routing

Allows change of account route set Night/Weekend schedule

Numbers Enterprise

Allows management of enterprise numbers

Numbers Residential

Allows management of residential numbers

Voicemail Enterprise

Allows management of enterprise voice-mail boxes

Voicemail Residential

Allows management of residential voice-mail boxes

 

If you need to integrate or customize any features of the CRM Portal or any external system integration but you do not have the expertise or the time to build it yourself we always extend our development services at a great value price.

 

The system offers a robust functionality that allows for number distribution and on-net billing of numbers for SIP trunking and Vonage type services.

Numbers are origination DIDs which are associated with accounts and can be forwarded to endpoints or external numbers. Numbers are managed within Number Sets – each set is associated with a Subscription Plan and can contain many numbers. Accounts can only purchase numbers from number sets associated with the plan the account is subscribed to. The system is able to create fake numbers for a number set. All usage in the system is performed by account members.

 

Residential Solutions

The residential functionalities provide a comprehensive package for telephony service providers to enter the residential and retail markets with minimum efforts and cost.

User P2P Calling

The feature is similar to Skype-to-Skype service. The business case implements scenario in which users call other users on system (fake) numbers over the internet. Calls are connected between registered devices or soft phones. If Administrators are not interested to limit the distribution of numbers by subscription plan they can use the System Number Set, otherwise they can create a new number set and use that.

User Online Numbers

The feature is similar to the Skype Online Number. An Online Number is a number on which anyone can call users from their landline or mobile. Users answer calls on a registered device or soft phone, no matter where they are physically located. Users purchase online numbers from the online CRM portal.

User Follow Me (Call forwarding)

The feature allows users to forward incoming calls to one or more registered devices or to one or more landline or mobile phones. Once setup the incoming calls can be forwarded either simultaneously to all destination targets or sequentially to targets based on forwarding priority.

User Local Numbers

The functionality solves 2 business cases:

 

• User calls relatives on local for user number and calls friends and relatives internationally or long distance. This is the same as Skype To-Go-Number. Users purchase local numbers for friends, family and colleagues based abroad. Users associate those numbers with the respective international phone numbers of their friends and dial the local numbers to reach their friends abroad.
• Relatives call user on local to relatives numbers and user pays for the services. In this scenario user purchases international numbers local for his/her friends or relatives to call him/her from their country. User is charged a flat fixed and/or per minute inbound rates.

 

The cases are similar to the Follow Me case but exclude forwarding to endpoints. International DIDs must be loaded in the number sets. Users should be able to purchase more than one number and setup call forwarding to their landline or mobile numbers. Users can manage the call forwarding to their landline or mobile number via the Manage Registered Numbers page.

 

Enterprise Solutions

The enterprise functionality allow account holder to granularly manage one or multiple users and the features they have from the system.

Enterprise functionalities can be configured to work individually or together to provide various enterprise services.

Functionality features:

• billing for services and features is per account
• accounts can purchase numbers
• accounts can purchase lines
• account can assign lines per member
• accounts can assign lines per device
• accounts can purchase subscriptions (usage counters)
• accounts can purchase or create one or more members
• members can be associated with recurring charge from Subscription Plan
• member number is limited by account setting and inherited from subscription plan
• members can be office locations or individual users
• members have properties such as name and address
• accounts can create devices
• accounts can enable members to make outbound calls
• accounts can assign members numbers
• accounts can assign members TF numbers
• accounts can enable call forwarding for members
• accounts can enable Voicemail for members
• accounts can assign subscriptions (usage counters) to members
• accounts can see call history reports by member
• members can log in the CRM and: manage their properties; see their call history

SIP Trunking

The feature allows enterprises to reduce their telecommunication costs for outbound long distance/international calling by using VoIP providers instead of traditional (TDM/POTS) communication networks. In many cases it is possible for enterprises to use their existing PBX infrastructure by connecting to sip trunking provider with VoIP gateway.

VoIP Gateway is a device that converts one type of digital media like TDM voice to another type of media like VoIP. VoIP gateways are used by many businesses to convert their legacy TDM PBX voice traffic to VoIP allowing for a cost effective migration to SIP. Likewise, carriers deploy VoIP gateways in their networks to convert voice traffic to and from IP and TDM networks.

Typical scenarios include:

• Enterprises connect to SIP trunking provider by using a low cost CPE (VoIP telephony adapter) without changing their current infrastructure
• Enterprises connect to SIP trunking provider by installing a VoIP gateway device between the customer’s current PBX and the SIP trunking providers
• Enterprises switch entirely to a VoIP PBX platform which directly connects to SIP trunking providers
• Enterprises use SaaS PBX solutions which directly connect to SIP trunking providers

Numbers Management

The feature is similar to the Residential Online Number but targeting enterprises. An online number is a VoIP number on which anyone can reach the enterprise from a landline or mobile phone. Enterprises purchase online numbers from the CRM Portal. AVAVoIP forwards calls to online numbers to the enterprise VoIP PBX systems, VoIP Gateway devices or CPEs. AVAVoIP allows easy bulk management of numbers.

Call Hunting/Failover

With the AVAVoIP Call Hunting and Failover solution enterprises have an increased level of flexibility as well as protection against disaster, whether from natural causes or mechanical problems like equipment failure or power outages. If one line should fail for any reason, redirecting calls through remaining available resources guarantees business continuity and recovery from the outage. The functionality allows enterprises transparently to the calling party to failover calls to alternative SIP devices or PSTN numbers. The solution allows configuration of up to 5 destination targets to be rung sequentially or simultaneously.

Management of Geographically Distributed Locations

Enterprises with geographically dispersed locations can eliminate or largely reduce telecommunications costs between those locations by using the on-net calling functionality AVAVoIP provides. Enterprises can manage locations, phone numbers and features from a single centralized portal. The functionality uses a combination of the SIP trunking, numbers management and call hunting/failover features. Enterprises can create multiple members which can call within the AVAVoIP system for free. In cases of IP connectivity failure of certain locations calls can be failed over to backup PSTN numbers.

Centralized Enterprise Call Management Tool

AVAVoIP provides a single web-based centralized Portal which allows enterprise users to manage their business telecommunications:

• Managing multiple members for business entities such as locations, departments, etc.
• Purchase line ports and granularly distribute them among members
• Purchase numbers and granularly distribute them among members
• Manage endpoints access for devices which will connect to the system
• Manage features such as call hunting/failover, call forwarding and voicemail
• View online call reports
• Download call records

 

Other Functionalities

Subscription Calling

This is similar to Skype subscriptions feature and is implemented with AVAVoIP Usage Counters. Accounts select a destination to call unlimited or up to fixed limit per month at a discounted rate or at no fee. Accounts pay flat fee for the subscription. Once the fixed limit is exhausted accounts make calls based on the standard outgoing rates in the plan. Accounts can buy any number of subscription options at the same time and all subscriptions are tracked separately. Based on the subscription configurations users can carry over the unused minutes from one month to another. Subscriptions are assigned to Members.

Voice Mail

Residential and Enterprise users can purchase a Voicemail for a recurring fee. Voicemail will be charged only as recurring fee and not per voicemail. When accounts create a voicemail box they will be billed mailbox recurring charge. Residential users can purchase voicemail from the CRM. Residential users are able to access voicemails messages via web. Enterprise accounts can access voicemail of all members via web. Enterprise members can only access voicemail via IVR access number.

 

 

The system has a robust multi-currency functionality that allows the management of various currencies for the different system features and components such as accounts, subscription plans, charges, taxes, payments, etc.

Currency Storage and Representation

Base Currency

The system operates in a single base currency. The base currency is selected on initial system configuration and cannot be changed once selected. Administrators have the option to chose currency and display formats based on international standards.
Charges and Transactions
The system stores usage charges, recurring charges, surcharges, taxes and transactions in account currency.  Transactions and CDRs are stored in both account currency and base currency at the corresponding FX Rate at time of transaction or CDR generation.

Tariffs are stored in base currency only. For all CDR rating operations and admin portal view conversion tariffs will be calculated in real time based on current FX rate for the selected currency vs. the Base Currency.

Several objects are not stored in base currency:
•    Account balance is stored in account currency
•    Custom charges definitions are stored in subscription plan currency
•    Surcharges definitions are stored in subscription plan currency
•    Taxes definitions are stored in subscription plan currency

System Reports

System reports are presented in base currency with the exception of Critical Balances report which is presented in account currency.
Account Reports
Account reports will be presented in account currency.  Administrator can select to view the reports in base currency by using the Switch Currency button in the report toolbar.

CRM Portal

The CRM portal can be configured to be in a currency different from the base currency.  In this case only subscription plans from the selected CRM currency will be available for the portal during subscription process.

System Configuration

Currencies and FX Rates

A predefined list of currencies is provided with the system which can be updated by system owners if needed. However, the main rating operations are performed in a single system currency called Base Currency. The base currency cannot be changed once selected. All other object currencies are converted for reporting and accounting to the base currency at the configured FX rate at the time of transaction.
Upon installation the FX rates for all currencies are zero in relation to the selected base currency. During initial configuration administrators must update the FX rates if they want to use the functionality.

The system provides 2 methods for currency rate updates:
a)    manual update by changing single currency FX rate or by  uploading a set of FX rates and
b)    automatic update by using an online sources such as Yahoo or Google the system will update the rates at midnight every day

FX rates for currencies are configured in the System Settings menu, item “FX Rates”. The system provides the following options:
•    View FX Rates – allows administrators to review currencies with respective FX rates and manage individual currencies.
•    Update FX Rate – allows update of FX rate for individual selected currency
•    Upload FX Rates – allows bulk upload of currencies with respective FX Rates
•    Download FX Rates – allows download of system currencies
•    Sync FX Rate Online – allows to force sync a single rate from online source
•    Global Sync Settings – allows administrators to configure for all rates settings such as online FX rates source and sync method (manual or automatic)

Subscription Plans

Each subscription plan has its own currency. Subscription plan currency cannot be changed if there is any object associated with it – e.g. account, charge, surcharge, etc. All custom charges, surcharges, taxes, and other objects associated with the subscription plan are stored in subscription plan currency. PIN Batches and Taxes can be assigned to subscription plan only if they have the same currency.

Assignment or change of subscription plan currency is done from the Currency selection dropdown in the Add/Edit subscription plan form.

Tariffs

Tariffs are stored and displayed in base currency.

Taxes

When creating taxes administrators must select tax currency. Tax currency may not match tax locality country – the system does not perform any such validation. Taxes can be assigned to subscription plans only if tax currency matches subscription plan currency.

PIN Batches

Batches have their own currency which is assigned to them on batch creation. Batch can be assigned to subscription plan only if batch currency matches the plan currency. Batch currency cannot be changed if the batch is assigned to subscription plan. The currency of the PINs and the batch are always the same.

Accounts

Accounts are associated with a single currency which cannot be changed. Accounts inherit their currency from the subscription plans they are assigned to. Accounts cannot have currency unless associated with subscription plan and their account balance is stored only in account currency. Account currency can be seen in Account > Account Profile > Account Settings.

All account settings and associated objects are configured and stored in only account currency as inherited from subscription plan – e.g. critical balance, credit limit, minimum balance to make calls, and invoices. Exceptions to this rule are account charges and transactions which are stored in both account currency and in base currency with corresponding FX rate at time of record – e.g.  CDRs, transactions, taxes, and surcharges.

Accounts call history is presented by default in account currency – account CDRs files for download are in account currency only.

Payments and Adjustments for accounts can be made in both Account Currency and Base Currency. If payment is made in Base Currency the transaction is converted to Account currency at the currently active FX rate in the system. The balance is updated with the converted amount in account currency.

Some Account reports such as Call History and Transactions can be viewed in base currency by pressing the Switch Currency button in the toolbar.

Agents

Agents see all information and receive commissions only in base currency.

Routes

Routing functionality is entirely in Base Currency.

Reports

All reports are presented in Base currency except the Critical Balances report which is in the respective account currency.

CRM Portal

CRM administrators can see account details only in account currency.

CRM users can subscribe for services in currency offered by the CRM site as configured in the CRM global settings. CRM users see all transactions and reports in account currency. CRM users see tariff rates only in account currency converted in real time based on the current system FX rate for the currency.

AVAHosted offers  flexible localization options to its users.

All the customer related parts of the system are available in different languages – invoices, statements, notifications, IVRs, CRM portal, etc.

 

The platform also allows users to choose system base currency as well as account currency and to change the currency format – for more information about currencies please click here.

 

Below is a list of languages supported in the latest release:

• English
• Portuguese
• Spanish
• Chinese (IVRs only)
• Arabic (IVRs only)

Translation in other languages is easy and straightforward and takes only a couple of hours.

The report provides detailed information about user login and activity during specified period.

The information includes all timed visited and performed actions on objects for detail audit trail.

The following details are displayed in the report:

• User Name
• Access Time
• Login Time
• Logout Time
• Object Name.

 

 

Configuration Audit Reports allow users to audit and the settings of the system.

 

The set of reports provides snapshot of all current settings for system objects for quick review and validation.

• System Users – reveals current system users configurations
• System Settings – reveals current system settings configurations
• Rating And Billing – provides information about configuration of subscription plans and associated charges
• Accounts – provides current configuration information about accounts
• Agents – provides current configuration information about agents
• Routing – provides current routing configuration information

On Demand Reports allow the management of on demand sessions in real time.

 

The reports are useful in hotel solutions, call shop solutions, internet café solutions etc.

• Current Sessions – provides real time information for currently active sessions
• Daily Sessions – provides a snapshot information about all sessions during the current day
• Daily Invoices – provides a snapshot information about on-demand invoices during the current day

Performance reports provide valuable real time and historical information about top and worst performers.

The available traffic parameters are Calls, Duration, Revenue, Cost, Gross Margin etc.

• Destinations – reveals top/worst performing destinations statistics
• Customers – reveals top/worst performing customers statistics
• Carriers – reveals top/worst performing carriers statistics
• Agents – reveals top/worst performing agents statistics

Agents reports provide all necessary information analysis of agent activity and due/paid commissions.

 

 

Reports allow segmentation of data per subscription plan, per accounts, account category or geographically.

• Commissions report – reveals snapshot and trending information for commissions segmented by different attributes
• Commissions Trend report – provides trending of commissions to revenue, cost or gross margin

Trending Reports allow for easy visual trends analysis of all necessary traffic and revenue parameters.

 

 

The data can be filtered by customers and providers.

• Attempts report – provides trending analysis of total call attempts for a period of time
• Calls report – provides trending analysis of total calls for a period of time
• Duration report – provides trending analysis of volume of traffic for a period of time
• Revenue report – provides trending analysis of revue from calls for a period of time
• Cost report – provides trending analysis of cost from calls for a period of time
• ASR report – provides trending analysis of ASR for a period of time
• ACD report – provides trending analysis of average call duration for a period of time