The description of functions of "information Center"

Call Center

1 System CALL CENTER should provide:

1.1 Output on emergency, reference and custom-made services by a set as reduced two-volume or three-value numbers, and seven-volume zoned numbers.

1.2 Reception of a call from the subscribers and operators of Russia.

1.3 Reception and analysis of additional figures (up to 25 figures depending on concrete conditions of application), typed by the subscriber in before answer a status, and distribution of these calls on services.

1.4 Distribution of calls on camera and service services.

1.5 Opportunity of granting both paid, and free-of-charge services.

1.6 Output of the operators CALL CENTER on urban reference services of a local network with two-volume and three-value numbering.

2 Equipment of system CALL CENTER should provide of the following functions of service of calls acting on a camera service:

2.1 Reception of calls on entering lines.

2.2 Reception additional after employment of figures, making sure a required service and concrete service.

2.3 Distribution of calls on camera services.

2.4 Distribution of calls of each service on workplaces of the telephone - operators of the given service.

2.5 Formation and management automatic " backgrounded by the messages " depending on the current situation of service of calls.

2.6 Management of work of the telephone - operators.

2.7 Formation and printing the operative and statistical data about the work of services, lines, telephone - operators.

2.8 Tax of the information and formation of the data on the given paid services to subscribers and information for transfer on a financial settlements center.

2.9 File transfer on all traffic on external system (terminal) of the user.

2.10 The equipment CALL CENTER should provide performance of the following additional functions,:

- Output on information services;

- Work with other systems by association of internal local area networks and exchange with them by the coordinated information;

- Work of computer terminals of system with other systems (information, paging);

- Service " speech mail ";

- Automatic calling of the given list of the subscribers with transfer by it of the auto information message.

3. It is need to ensure possibility by services of various types of terminal systems (devices), should be provided:

- Ergonomic terminals of the telephone - operators;

- Integrated terminals of the telephone - operators;

- Analog telephone devices; faxes, modems with a standard joint of an analog type;

- Any terminals ISDN with a joint SO;

- Any terminal with a joint CAS or PRI (the speech machine IVR).

4.1. The system CALL CENTER should provide the analysis:

- Number information up to 25 additional figures, with an opportunity of allocation of any part of a set (in the beginning, end or average part);

- Category of the user's device on the right of granting of service.

4.2. System CALL CENTER should provide organization of turn of expectation with restriction on:

- Number of calls;

- Timeout.

4.3. The system CALL CENTER should provide service of entering calls with an identical priority by a principle "the first come – the first get (was served)".

4.4 At reception of a forbidden category of the user's device the system CALL CENTER should connect to the subscriber the auto information message on an interdiction of granting of service from the given telephone and to make separation.

4.5 At reception of a served category of the user's device the system CALL CENTER should provide an opportunity of data transfer of a telephone number of the subscriber on a local area network on external system, where the accessory of the subscriber to " to the black list " of the defaulters is checked. The given function will be coordinated at the conclusion of the contract on delivery.

4.6 In each service the system should ensure organization of turn from entering calls at employment of all telephone - operators.

4.7 At production of an entering call in turn on service the system should define (determine) a category of the user's device and category of a call (local, long-distance).

4.8 At production of the subscriber in turn on service to the subscriber should be sent a signal " the control of a parcel of a call " and - or of the message according to operational process. Necessary backgrounded of the message are coordinated at the conclusion of the contract.

5. Requirement to devices of a storage of the speech messages

5.1 The system CALL CENTER should allow to write down and to accumulate the speech messages in memory of devices of a storage of the speech messages.

5.2 The devices of a storage of the speech messages should allow to reproduce the written down messages at service of entering calls.

5.3 The opportunity of use of devices of a storage of the speech messages should be stipulated as automatic information service.

5.4 The opportunity of connection of the speech machine IVR for organization of speech mail with password should be supplied with access and dispatch of the messages to IP-addresses and on E-mail.

6 Requirements to the data for account of cost of services.

6.1 The system CALL CENTER should ensure the tax, storage and conclusion given for account with the subscribers of a local network for the given paid services.

6.2 Account for given paid services should be carried out on:

- Duration of granting of service;

- Code of granting of service.

6.3 At service of calls of special services, the conversation with which should be free-of-charge for the subscriber, of a call it should be taken into account, but should not be included in files of paid services.

. Such services are:

- All emergency services (01, 02, 03, 04);

- The help long-distance service of the order (code will be coordinated at the conclusion of the contract);

- Special service 052.

6.4 The tax of the registration information and transfer of the generalized data to the center of account with the subscribers should be supplied:

- On magnetic carriers (the type of the magnetic carrier is defined at the conclusion of the contract;

- On communication lines on the external computer of the Customer.

6.5 For account with the clients of hotels the system CALL CENTER should provide transfer of the information about the given paid services on the external computer of the Customer in control term (control time the administration of a service) defines.

6.6 The opportunity of repeated recording of the registration information on magnetic carriers should be provided.

7 Requirements to workplaces of the telephone - operators

7.1 The workplace of the operator - operator should be equipped with the ergonomic terminal with panel for management of operational process.

7.2 The control panel of a workplace of the operator - operator should contain , function keys with light-diode by indication about functioning the device and indicator board.

7.3 Of microtelephone set should be of individual usage. The opportunity of de-energizing of a microphone should be provided.

7.4 Of microtelephone set of the operator - operator should be hygienic, easy and not tire the operator - operator. The electrical parameters sets should meet the requirements given below.

7.5 Each workplace can be used for work by any operator - operator.