System Architecture Technical Details of Jharkhand Call Centre
Automatic Call Distributor
- Intelligent Distribution and Routing Methods
- Queuing and Holding of Calls
- Highly Scalable IVR system & Hold/ Queue Messaging
- Efficient User / User Group Management
- Remote Supervision with Snooping, Barging and Tele-conferencing
- Seamlessly integrated with CRM
- Intelligent Voice Gateway Integration
- Extensive Reporting Capability
- Predictive Dialer for Outbound Calling.
- Both on-screen and off-screen Dialing
- Outbound Call Integration/ Scheduling with CRM
- Integration with CRM and CTI for Dialed number Identification.
Backup Module (CRM and Voice Logs)
- Daily Automatic Data Backup and Sync with Remote Mirror Server
- Weekly Backup in external Hard Disks/ Tape Drives
- Month wise DVD storage
- Reporting module will be integrated in both CRM and Telephony System.
- Reports will be submitted in desired format to the department as and when required.
- The Department will also be provided with a window/ tool so as they can also generate reports at will.
- The System will be scalable enough to move to newer dimensions in a short period of time
- Entire System will be under a strict and comprehensive audit trail detailing any changes and activities in the entire system.
- The system would not have any allowance for deletion of Audit log in any means.
- The Client will be provided with an interface to access the Audit log at any point in time.
Complaint Registration and Management System (VtigerCRM)
- Web/ Browser based Solution
- Can be accessed by Department Officials for status updation/ monitoring
- Ticket Generation Module
- Can Log activity on particular tickets
- Capable of Document attachment
- Seamless Integration with CLI and Incoming Calls
- Integration with Dialer for Outbound Calls
- Open-source based Application, Fully Customizable
- Integration with E-Mail & SMS System
Computer Telephone Integration (CTI)
- Integration with Caller Line Identification, Automatic number Identification, Dialed Number Identification
- Integration with CRM and other systems
- On-screen options for Hold, Conference, Retrieve Hold, Transfer Features.
- Smart agent Screen with Call Transfer Features
- Handling of 5 way conferencing through Agent Screen
- Voice Logs of all Inbound and Outbound Calls
- Screen Action Recording with Voice Logs
- Voice Logs stored with all important attributes and key identification number
- Voice Logs can be downloaded in multiple formats
- Can handle huge
- All voice logs are stored in a central linux based server
- Daily automatic backup to a mirror server.
- Tape drive/ External Hard Disk backup every week.
- Will provide monthly voice logs to Department in DVDs
- The entire system will have industry standard security module.
- Passwords, user authentication, user management will be highly secured
- The System will also allow easy configuration window so as to change or move to different security angle if required