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- 1. TELECENTER VoIP SOLUTION 1. Overview The telecentre portal is supposed to provide remote service to users over the telephone. These services could be medical, customer care, counseling, mentorship etc that requires users to receive information from an expert. We are able to set up a VoIP solution where these users can call in to receive this information over the GSM phone These call are automatically routed by an operator to experts over softphones or their GSM phone as wells in any location. Here are some possible options of the service features: • The callers may or may not have 24 hours access to these experts, specialist and practitioners depending on the needs and operations of the service provider. • The service is going to be a revenue generation service for the expert service provider as Callers would be charged premium rates for calls made to the center. ***For the Purpose of this Documentation, a typical Medical Hospital is considered as a scenario***
- 2. 1.1. Telecentre Call Flow Caller Telecentre Menu Complaints Ambulance Operator Enquiries Operator Decision Specialists General Practitioner Practitioner Decision Specialists Figure 1. Typical call flow
- 3. 1.2. Client Requirement 1. An IVR menu that would follow the call flow above 2. An extensive reporting interface 3. Softphones with call forwarding and call Transfer capabilities on computers for operators and General Practitioner
- 4. 2. Implementation Caller PSTN PSTN PSTN PSTN SIP Ambulance Operator Enquiries Complaints SIP PSTN General Practitioner Specialists PSTN Specialists Figure 2. System architecture 2.1. Implementation considerations 1. Queues created for each node. This makes it possible to have more than one participant per node. It also masks the ringing sound when each node is being dialed. 2. Local extensions mapped to each node. This is important considering the length of DID’s involved 3. Monitoring duration and progress of each calls transferred from the Asterisk server to each node 4. Ability to add and remove members dynamically from queue
- 5. 2.2. Queues and Procedures Queue Add member Remove member Ambulance Dial {phone number} from the device to be added, at the main menu, dial 200. At the sub menu, dial *201 Dial {phone number} from the device to be removed, at the main menu, dial 200. At the sub menu, dial *201 Dial #01 from the phone on the system you want to remove Dial {phone number} from the device to be removed, at the main menu, dial 300. At the sub menu, dial #301 Dial {phone number} from the device to be removed, at the main menu, dial 400. At the sub menu, dial #401 Specialist/operators Dial *01 from the phone on the system you want to add complaints Dial {phone number} from the device to be added, at the main menu, dial 300. At the sub menu, dial *301 complaints Dial {phone number} from the device to be added, at the main menu, dial 400. At the sub menu, dial *401 Extension from Operators 500 (for example) 300 (for example) 400 (for example) Empty queues to be assigned to specialists Queue1 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *101 Queue2 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *102 Queue3 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *103 Queue4 Dial {phone number} from Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #101 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #102 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #103 Dial {phone number} 101 102 103 104
- 6. the device to be added, at the main menu, dial 100. At the sub menu, dial *104 Queue5 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *105 Queue6 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *106 Queue7 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *107 Queue8 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *108 Queue9 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial *109 from the device to be added, at the main menu, dial 100. At the sub menu, dial #104 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #105 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #106 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #107 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #108 Dial {phone number} from the device to be added, at the main menu, dial 100. At the sub menu, dial #109 105 106 107 108 109
- 7. 3. Reporting and analytics The reporting interface provides near real time report of calls by queues and agents. It includes tables and charts of defined reporting periods. Screenshots can be viewed below Figure 3.1 Call distributions by queue
- 8. Figure 3.2 Calls received by agents
- 9. Figure 3.3 Service Level
- 10. Figure 3.4 Service level of a single queue