InitCore-CRM-CallCenter

A comprehensive, enterprise-grade CRM solution designed specifically for call center operations

📋 Table of Contents

Overview
Key Features
Technology Stack
System Architecture
Installation
Configuration
Usage
Module Details
API Documentation
Database Schema
Contributing
License
Support

🎯 Overview

InitCore-CRM-CallCenter is a full-stack, production-ready Customer Relationship Management system built with Django, specifically engineered for call center environments. It provides a complete suite of tools to manage leads, track agent performance, process customer payments, generate invoices, and monitor real-time operations.

The platform supports multi-role access (Team Leaders, Agents, Admins), real-time WebSocket communication, comprehensive reporting, and automated workflows to streamline call center operations.

✨ Key Features

🔹 Lead Management

Lead Import & Assignment: Bulk import leads and intelligent assignment to agents/teams
Disposition Tracking: Multi-level disposition system (Fresh, Connected, Not Connected) with sub-dispositions
Lead History: Complete audit trail of all lead interactions and modifications
Lead Transfer: Seamless lead transfer between agents with full record-keeping
Reminder System: Automated follow-up reminders with date/time scheduling
Duplicate Detection: Unique contact validation to prevent duplicate leads

🔹 Sales & Customer Management

Payment Processing: Multi-payment method support with transaction tracking
Package Management: Flexible package system with start/end date tracking
GST Calculation: Automated tax computation (18% GST) with amount breakdowns
Customer Verification: Payment verification workflow with attachment support
Invoice Generation: Automated PDF invoice generation with company branding
Customer ID System: Unique customer identification across multiple transactions

🔹 Team & User Management

Role-Based Access Control: Three-tier access system (Admin, Team Leader, Agent)
Team Structure: Hierarchical team organization with leader assignment
User Profiles: Comprehensive profile management with status tracking
User Limits: Built-in system for managing user capacity (25-user default limit)
Status Management: Track employee status (Active, Inactive, On Resign Period, Absconded)

🔹 Attendance & Break Management

Automated Attendance: Clock-in/clock-out system with status calculation
Break Tracking: Multiple break types with duration monitoring
Working Hours Calculation: Automatic computation of effective working time
Late Login Detection: Grace period management and late marking
Half-Day Logic: Intelligent attendance status based on working hours
Real-Time Status: Live tracking of logged-in users and break status

🔹 Performance Analytics

Sales Commitments: Agent-level sales targets with tracking
Sales History: Historical performance data for trend analysis
Team Performance: Aggregate team statistics and comparisons
Real-Time Dashboards: Live metrics for monitoring operations
Custom Reports: Generate detailed reports for various metrics

🔹 Complaint Management

Ticket System: Full-featured complaint tracking with priorities
Status Workflow: Multi-stage resolution process (Pending → In Progress → Resolved → Closed)
Priority Levels: Four-tier priority system (Low, Medium, High, Urgent)
Resolution Tracking: Automatic timestamp for resolved complaints

🔹 Document & Invoice Generation

PDF Invoice Generation: Automated invoice creation with wkhtmltopdf
Company Branding: Customizable company details, logo, and tagline
Amount in Words: Automatic numeric-to-text conversion for invoices
Attachment Support: File upload for payment proofs and documents

🛠 Technology Stack

Backend

Framework: Django 5.0.6
Language: Python 3.8+
ORM: Django ORM
Database: PostgreSQL (psycopg2-binary)
Task Queue: Channels 4.1.0 (WebSocket support)
ASGI Server: Daphne 4.1.2

Frontend

Templating: Django Templates
Styling: HTML5, CSS3
Interactivity: JavaScript (included in templates)

Key Dependencies

Authentication: Django Auth System
File Storage: Django Storage (Media files)
Static Files: WhiteNoise 6.7.0
PDF Generation: pdfkit 1.0.0
Data Processing: Pandas 2.2.2, NumPy 2.0.0
Excel Support: openpyxl 3.1.5, xlrd 2.0.1
Database Backup: django-dbbackup 4.1.0
Number Conversion: num2words 0.5.13
Environment Variables: python-decouple 3.8
WebSockets: Twisted 24.3.0, Autobahn 23.6.2

🏗 System Architecture

CallCore-CRM/
│
├── CallCenter_App/          # Main Django application
│   ├── models.py            # Database models (Lead, User, Payment, etc.)
│   ├── views.py             # Business logic and view handlers
│   ├── urls.py              # URL routing
│   ├── forms.py             # Form definitions
│   ├── admin.py             # Django admin configuration
│   └── migrations/          # Database migrations
│
├── InitCore_CallCenter_CRM/ # Project configuration
│   ├── settings.py          # Django settings
│   ├── urls.py              # Root URL configuration
│   ├── asgi.py              # ASGI configuration
│   └── wsgi.py              # WSGI configuration
│
├── template/                # HTML templates
│   ├── base.html
│   ├── dashboard.html
│   ├── leads/
│   ├── sales/
│   └── reports/
│
├── media/                   # User-uploaded files
│   ├── attachments/
│   ├── logos/
│   └── invoice_pdfs/
│
├── requirements.txt         # Python dependencies
├── manage.py               # Django management script
└── wkhtmltopdf.exe         # PDF generation binary

🚀 Installation

Prerequisites

Python 3.8 or higher
PostgreSQL 12+ (or SQLite for development)
pip (Python package manager)
Virtual environment tool (venv/virtualenv)
Git

Step-by-Step Setup

Clone the Repository

git clone https://github.com/hamzakhan0712/CallCore-CRM.git
cd CallCore-CRM

Create Virtual Environment

# Windows
python -m venv venv
venv\Scripts\activate

# Linux/Mac
python3 -m venv venv
source venv/bin/activate

Install Dependencies
```
pip install -r requirements.txt
```

Environment Configuration Create a .env file in the project root:

SECRET_KEY=your-secret-key-here
DEBUG=True
DATABASE_URL=postgresql://user:password@localhost:5432/callcore_db
ALLOWED_HOSTS=localhost,127.0.0.1

Database Setup

# Create database migrations
python manage.py makemigrations

# Apply migrations
python manage.py migrate

# Create superuser
python manage.py createsuperuser

Collect Static Files
```
python manage.py collectstatic
```
Run Development Server
```
python manage.py runserver
```
Access the Application
- URL: http://localhost:8000
- Admin Panel: http://localhost:8000/admin

⚙️ Configuration

Database Configuration (PostgreSQL)

DATABASES = {
    'default': {
        'ENGINE': 'django.db.backends.postgresql',
        'NAME': 'callcore_db',
        'USER': 'your_db_user',
        'PASSWORD': 'your_db_password',
        'HOST': 'localhost',
        'PORT': '5432',
    }
}

WebSocket Configuration

For real-time features, configure ASGI:

# asgi.py
import os
from django.core.asgi import get_asgi_application
from channels.routing import ProtocolTypeRouter, URLRouter
from channels.auth import AuthMiddlewareStack

os.environ.setdefault('DJANGO_SETTINGS_MODULE', 'InitCore_CallCenter_CRM.settings')

application = ProtocolTypeRouter({
    "http": get_asgi_application(),
    "websocket": AuthMiddlewareStack(
        URLRouter(
            # Your WebSocket URL patterns
        )
    ),
})

Company Settings

Configure your company details in the Django admin panel:

Company Name
Address
GSTIN (Tax ID)
Email & Phone
Logo (for invoices)
About & Tagline

📖 Usage

For Administrators

Initial Setup
- Configure company details in admin panel
- Create break types (Lunch, Tea Break, Personal, etc.)
- Set up packages and pricing
- Add payment methods
- Create sub-dispositions
User Management
- Create Team Leader accounts
- Create Agent accounts
- Assign agents to teams
- Set sales commitments

For Team Leaders

Lead Management
- Import leads via CSV/Excel
- Assign leads to agents
- Monitor team performance
- Review lead history
- Transfer leads between agents
Sales Tracking
- Review team sales
- Verify payments
- Generate reports

For Agents

Daily Operations
- Clock in/out
- Manage break time
- Call leads
- Update dispositions
- Add remarks and reminders
Sales Processing
- Convert leads to customers
- Record payment details
- Upload payment proofs
- Generate invoices

📊 Module Details

Lead Model

Fields: Name, Contact, State, Capital, Assignment, Disposition, Reminder
Features: Auto sub-disposition, history tracking, transfer records
Validation: Unique contact numbers with regex validation

User Profile Model

Roles: Team Leader, Agent
Status: Active, Inactive, On Resign Period, Absconded
Features: Break status, commitment tracking, team relationships

Payment & Invoice System

Customer ID: Auto-generated 12-digit unique ID
GST Calculation: 18% tax with automatic breakdown
Invoice Number: 8-digit unique invoice identifier
PDF Generation: Branded invoice PDFs with company details

Attendance System

Shift Timing: 9:00 AM - 6:00 PM
Grace Period: 10 minutes
Half-Day Threshold: 4.5 hours
Auto Status: Based on effective working hours

🗄️ Database Schema

Core Models

UserProfile: Extended user information with role and status
Team: Team structure with leader and agents
Lead: Lead information with disposition tracking
LeadHistory: Audit trail for lead changes
LeadTransferRecord: Transfer history between agents
PaidCustomer: Customer payment records
Invoice: Invoice generation records
InvoicePDF: PDF storage for invoices
Attendance: Daily attendance tracking
Break: Break time management
Complaint: Customer complaint system
Company: Organization details (singleton)
Package: Service packages
PaymentMethod: Payment options
SubDisposition: Lead sub-categories
BreakType: Break categories
AgentSalesHistory: Sales performance tracking

🔌 API Documentation

The application uses Django's built-in views. For custom API endpoints, refer to the views.py file in the CallCenter_App directory.

Authentication

Session-based authentication
CSRF protection enabled
Role-based access control

🤝 Contributing

We welcome contributions! Please follow these steps:

Fork the repository
Create a feature branch
```
git checkout -b feature/YourFeatureName
```

Commit your changes

git commit -m "Add: Your feature description"

Push to your fork
```
git push origin feature/YourFeatureName
```
Create a Pull Request

Code Standards

Follow PEP 8 style guide
Write descriptive commit messages
Add comments for complex logic
Update documentation for new features

📝 License

This project is licensed under the MIT License. See the LICENSE file for details.

🆘 Support

Documentation

Contact

Developer: Hamza Khan
GitHub: @hamzakhan0712
Repository: CallCore-CRM

Reporting Issues

Please report bugs and feature requests through GitHub Issues

🎯 Roadmap

📸 Screenshots

Add screenshots of your application here

🙏 Acknowledgments

Django Software Foundation
PostgreSQL Global Development Group
All contributors and users of CallCore CRM

Made with ❤️ for Call Centers Worldwide

⭐ Star this repository if you find it helpful!

Name		Name	Last commit message	Last commit date
Latest commit History 7 Commits
CallCenter_App		CallCenter_App
InitCore_CallCenter_CRM		InitCore_CallCenter_CRM
media/logos		media/logos
template		template
README.md		README.md
manage.py		manage.py
requirements.txt		requirements.txt
wkhtmltopdf.exe		wkhtmltopdf.exe

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