Date: October 2, 2006 2:51:32 AM EDT
Subject: Call Center requirements
Todd,
Here is the brief doc you requested.
The process that we need is pretty simple...
We get a bunch of DID (Direct Inward Dialing) numbers from SBC.
As we get a client, we assign them a DID #.
They forward their existing phones to their DID number when their lines
are busy or after hours.
The DID # is programmed into the telephony system so we can program the
caller ID, and enter the appropriate script to pop up when that number
comes through.
When a call comes in, I would like to have all calls automatically
recorded without any of the call agents having to press a record button
for each call.
We also current have conference call functionality where we can connect
one caller to another caller (used when the ER needs to speak to a
doctor).
Ideally also, I would like the recorded calls to sort by client and
store in the appropriate clients folder, which then can be
automatically zipped and sent via email to the clients inbox at any
desired interval.
We are also developing a web-based app where the details of each call
can be entered ( a sort of call log) so the clients can also log into a
web interface and see the details of each call (currently, most clients
get their call logs via fax in the am and at midnight).
It would be great if somehow, the caller ID on the server/astericks can
automatically pull up the appropriate clients profile from our web app,
so the details can be entered into the correct profile. Otherwise, for
each call that comes in, the call agent has to pull up the clients
profile while the caller is on the phone, before s/he can take down the
details of the call.
This is really rough, but I hope it gives the basic idea. We can
discuss in further detail once you take a look at this.
Ofcourse, as well it would be great to be able to setup a co-location in
India utilizing the same infrastructure.
Regards,
Anand