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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

2

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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

1

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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(