kelantan teleheartline concept
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TELE LINE
For: Kelantan State Government
A Concept PaperBy:
Noveline Sdn Bhd/GIFT Foundation
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Tele !eart "ine
Open our to thosein need
Sharin# $ Carin# Society
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Introduction Architecture Sy%tem &lement% Sy%tem Feature% Pro'ect Schedulin# Pro'ect Bud#et
Contents
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Introduction
Tele !eart "ine i% an initiative to helppeople in need o) advice/coun%elin#
Tele !eart "ine doe% thi% *y providin# a%upport center %ervice to the pu*lic+
Thi% %upport centre provide%:
,/- call/online %upport In%tant re%pon%e in ca%e o) emer#ency &a%y Acce%% 1. toll )ree num*er Support )rom e0pert coun%elor%
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Overall SystemArchitecture
Server
Inte#rated Call CenterSy%tem
Centralonitorin# Station
otivatorPanel% o)coun%elor%
Stre%% Call%
Stre%% SS
PSTN
Internet
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Architecture Description
Call Acceptance Phone in Auto call*ac3 option SS 4Auto call*ac35
Call Proce%% "o##in# o) Call% 6eri7cation o) I8 4)or non9critical5 Attendin# call *a%ed on:
Nature o) emer#ency 4i+e+ e0treme ur#ent important
opinion etc5 Su*'ect% o) call% 4i+e+ )amily %tudie% etc5
Call divert and recordin# to the panel accordin# to7eld o) e0perti%e availa*ility and ;or3load
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System Elements
Communication% GS Gate;ay% PSTN Gate;ay% 6=IP Gate;ay% "ocal Area Net;or3
!ard;are Server 4 Includin# PSTN/GS/IP
Card%5 Telco Gate;ay% odem/>outer%
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System Elements
So)t;are I6> 4Interactive 6oice >ecordin#5: provide almo%t
real9li3e re%pon%e to caller% and automated%election
AC8 4Automated Call 8i%tri*ution5: provide
automatic routin# o) call% *a%ed on criteria o)caller/coun%elor
CCS 4Call Center ana#ement Sy%tem5: providerecordin# monitorin# reportin# o) call% capa*ility
CS 4Cu%tomer ana#ement Sy%tem5: provide
%tora#e reportin# and analy%i% o) cu%tomer%capa*ility
Teleheart Portal 4=nline TeleService5: provide
%in#le point o) contact via the internet
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System Features
ulti ;ay% connection% 8ial in Auto call *ac3 SS Internet
>eal voice attendance 4pre9recorded5
8ata*a%e inte#ration ?ith caller mana#ement %y%tem >eport and analy%i% ena*led
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System Features
Call prioritie Nature o) emer#ency
Nature o) uerie%
Sy%tem are cu%tom accordin# to proce%%o;
1D local ;ith ,0- %upport
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PROJECT MILESTONE OF TELE HEART LINE
4*n v*e# o& u"*ng e5*"t*ng call centre *n A*r 6elantan7
Year 2012
PROJECT ACTIVITIES Apr May June July Aug Sept Oct Nov Dec
1 PRELIMINARY: Hardware Con!"#ra$!on
! Procureent
$ Proce"" Flo#
1ST MILESTONE
DESIGN
' %"er Inter&ace
) Data(a"e Setup
- Con&*gurat*on + Co,*ng
/ .OIP Integrat*on
0SM Integrat*on
2 PSTN Integrat*on
13 .o*ce Content"
11 Mo,ule Integrat*on
2nd MILESTONE1
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Project Budget
1(