SISTELCC CALL CENTER SYSTEM

SISTELCC Call Center is a complete call processing and routing system that provides a full control over the incoming and outgoing call distribution and management, and mailbox management through multilevel of answering message and monitoring of call transfer states.

When the call comes in, SISTELCC Call Center answers it with a prerecorded message(s), transfers it to appropriate destination, monitors the call transfer status and records the call or the caller can left a message in the destination's private mailbox.

SISTELCC Call Center can be used as simple automated attendant mode (AA) that transfers the call and release its port to be ready to answer another call, or by call monitoring mode (CM) where the system transfers the call and monitors its transfer status (in that case the call can be recorded).

Outgoing calls can be done through the SISTELCC Call Center to be controlled, monitored and recorded, in that case two operating modes cane be used (calling according Extension number or calling according Account code).

SISTELCC Call Center System is powerful integrated system with many features that denotes a full control of calls and messages handling, and provides a wide range of flexibility to serve with different demands according to customers needs.
SISTELCC contains a large set of features/settings that enables the administrator to customize the system to almost needs for a wide range of customers.
Flexible Port
The hardware part of SISTELCC consists of a PCI voice card(s) with either 4 or 8 ports. Each card uses a single PCI slot. Up to 10 cards may be installed, so the system can contain up to 80 ports.

Automated Attendant Service (AA)
This is a basic service in the SISTELCC in which the caller can be transferred to the desired or appropriate destination according to system adjustment
Voice Guidance Prompts
During the call processing or mailbox access, caller/user is guided to the appropriate action by a set of prompts messages. There are three types of these prompts where customer can select from: system1 (English language), system2 (Arabic language) and user (in which the customer can record his owned prompts).

Daily Time Service
Three time modes can be assigned per day (Day mode, Lunch mode and Night mode). For each mode call handling sequence and operator can be set. Time service mode can be selected manually by system administrator or automatically by time table set for all the week.

Incoming Call Service
Incoming call service is a complete call handling sequence. The system contains Up to 96 services to offer a flexible customization for call handling. For each port, just point to the primary service that will answer the call for each time mode (day, night and lunch) and this service can lead to another one and so on…, in witch a complete tree of services and message can handle the calls (according to the customer needs).

Uniform Call Distribution Group Assignment (UCD)
UCD group is a set of extension combined together into a group. This group is mentioned to the Call Center System as a unique group with unique floating number (group number). SISTELCC can transfer calls to this number (group) as any extension which mean that the calls will be transferred to all extensions belonged to this group.

The group members may be a normal extensions or agents. In case of agent members, calls will be routed to each agent regardless of his current extension number (see the agent part of this manual for more details).

When call is routed to UCD group, this call is directed to the group members (extensions/agents) sequentially according to the order these members assigned into the group. If member is busy, or don't answer the call within the specified time (adjusted by the system administrator), the call is directed to the next member, and so on till the last member in the group.
The first member of the group, which the calls for this group start with, is determined according to the group hunting type.

Mailboxes Assignments
Unlimited number of mailbox can be assigned. For each mailbox, mailbox parameters and password can be assigned.

Class of Service (COS)
Up to 64 class of service can be assigned to both extensions and UCD groups. In each COS these parameter can be set:

Customers settings
Customers' data can be assigned to the system to enable the system to know the caller identity which will be very valuable in the report generating process, and also enable the system to deal with the call in a special pre-assigned manner.
For each customer, these data can be set:

TELCC Call Center offers a very attractive and powerful set of reports that give the administrator of the system a complete monitoring of system performance and call flow rate. These reports divided into outgoing calls history, incoming calls history and mailbox’s messages history.

Incoming Calls History
This is an interactive page that gives administrator the ability to query the incoming calls filtered by date, time, call status and extension (destination of the call). Each call is displayed with all of its transferred sequences that indicate the call from its start to its end showing all the extensions that the call routed to.
If the call is recorded, the recorded message can easily be played by simply double click the call.
For this incoming calls history, there are a set of reports that can be viewed and printed. These reports are:

Details Reports:
Calls & Sub-Calls

Calls
Sub-Calls
Sub-Calls Grouped by Extensions
Sub-Calls Grouped by Agents
Sub-Calls Grouped by Call Status
Sub-Calls Grouped by UCD Groups

Summary Reports

Calls per Status
Sub-Calls per Status
Sub-Calls per Extension
Sub-Calls per Extension per Call Status
Sub-Calls per Extension Group
Sub-Calls per Agent
Sub-Calls per Agent per Call Status

Outgoing Calls History
This is an interactive page that give administrator the ability to query the outgoing calls filtered by date, time, call status and extension/user account code (source of the call). Each call is displayed with all of its transferred sequences that indicate the call from its start to its end showing all the extensions that the call routed to.
If the call is recorded, the recorded message can easily be played by simply double click the call.
For this outgoing calls history, there are a set of reports that can be viewed and printed. These reports are:

Details Reports:
Calls & Sub-Calls:

Calls
Calls Grouped by Account
Sub-Calls
Sub-Calls Grouped by Extensions
Sub-Calls Grouped by Agents
Sub-Calls Grouped by Call Status

Summary Reports

Calls per Status
Calls per Account
Calls per Account per Status
Sub-Calls per Status
Sub-Calls per Extension
Sub-Calls per Extension per Call Status
Sub-Calls per Agent
Sub-Calls per Agent per Call Status

Mailbox Messages History
This is an interactive page that shows all the messages in all mailboxes. Administrator can filter messages by mailbox, and can play or delete any message(s).

Most important feature in this system is that a flexible system to the maximum degree, as the Administrator of the system can deal with calls at any time according to requirements and without reference to the company producing

SISTELCC can distinguishes customers automatically, if the consumer enters his PIN number, which guarantees the confidentiality of audio recordings of customer, (this feature useful for companies operating in the area of securities), which has engaged in buying and selling by phone.

SISTELCC answer on the incoming calls through pre-recorded messages which distributed to staff and various departments and sections as the exact settings in advance (by customer) and according calling choices.
SISTELCC can make calls and also record incoming and outgoing calls according to client needs.

SISTELCC contains an integrated system of voice mail for each user and each department or section.

SISTELCC can make copy of recorded telephone calls and it consider a document in selling and buy operation for customers, and also be good things in training and performance evaluation.

In the event that the employee / Group transfer to be busy, it is possible to put on the wait. and determine the maximum number of calls waiting for each staff member / group as well as the maximum time to wait for the phone call and how to deal with the call ahead of exhausted this time.

SISTELCC can register any number of voice mailboxes being given to a staff member / group or independently use (such as the complaints procedure for example