Complex upgrade of a telephone system of Rich Family company

Complex upgrade of a telephone system of RICH FAMILY company

Technical specifications:

• 1. Complex upgrade of a telephone system
• 2. Creation of customer service center by phone (call center)
• 3. The organization of multilevel IVR (the intellectual voice menu) for a possibility of providing information on phone in the automatic mode.
• 4. Optimization of communication channels. Reducing costs for communication. The organization of a multichannel telephone line with reservation of communication channels.
• 5. Installation of telephones to branches and connection them to the IP PBX of the central office.
• 6. Provide a recording capability of a talk, obtaining statistics on the accepted, processed and not answered calls, peak and average loading of a telephone system for efficiency analysis of promotion companies and work of sales department.
• 7. Provide fault tolerance of a system and an opportunity for work at shutdown of electrical energy.
• 8. Increase customer service quality by phone, due to reduction of the passed calls and waiting time.
• 9. Low cost of the solution and simplicity of operation.

Solution description:

The working group consisting of IT of specialists of the customer and representatives of AXXTEL was created. The working group considered several sales of a telephone system. As a result the platform for installation of telephones - the Asterisk IP PBX is selected from the failsafe version, the scheme of communication with branches - decentralized for reliability augmentation and connection to telecom operators in the cities of presence.

Central office:

The Asterisk IP PBX, with a restoration system of a primary server of switching. Connection of analog telephone sets is performed through VoIP the gateways Venus 2832 32 FXS, it allowed to involve phones which are already available for the customer in the solution.

To specialists of sales department and company management the IP Yealink SIP-T20 telephones were installed that allowed to use expanded functionality: the caller ID, the magazine of the calls (accepted, gathered, passed), collecting of conferences, etc. For call center agents the IP Yealink SIP-T20 phones are equipped with telephone headsets of Plantronics.

The intellectual voice menu (IVR) where calling is given an opportunity in the tone mode to select the necessary menu item and to listen to information in the automatic mode or to connect to the employee of the company is organized. It allowed to automate answers to standard questions, to unload "the first line" and secretaries. Clients of the company can obtain necessary information or phone to the necessary employee.

Routing of incoming calls is thought over to trifles, practically excepting a possibility of losses: during transfer from one office to another, at not answer or employment of the operator, the call returns to the first operator who received this call.

For the employees who do not have IP phones the program of the notification about the entering and passed calls allowing to see on the PC number screen and a name of the subscriber from which the call arrives was added. Call back on number from which call was passed, perhaps literally one click of a mouse.

Connection of the Asterisk IP PBX to Rostelecom operator on SIP is implemented. 3 10th channel numbers are connected, former advertizing numbers certainly were readdressed on new sip of the line. It allowed to make former advertizing numbers multichannel and it is essential to cut down expenses on a subscription fee to the operator.

Connection of the IP PBX on SIP has the following advantages:

• 1. inexpensive cost
• 2. multichannel number with a possibility of increase in number of channels
• 3. relocation of office within network of Rostelecom operator will allow to save number
• 4. determination of the entering numbers on IP displays of phones
• 5. economy at long-distance negotiations.

The company management had an opportunity to receive statistics of work with the IP PBX to analyze employee performance of sales department, return from advertizing campaigns, to receive a call recording on demand.

The options of fast collecting of conferences for consultation of clients online, a possibility of collecting of voice conferences (conference calls) with heads of branches and divisions for holding planning meetings are especially selected.

Branches:

The standard solution on the Asterisk IP PBX in release up to 50 subscribers was developed for installation of telephones to branches. In all cities connection to telecom operators on SIP is organized. Internal subscribers of the IP PBX were connected using VoIP of the gateways Tainet Venus 2808 and IP of the Yealink SIP-T20 phones. Using the IP PBX the encoded VPN of connection of branches to the central office, routing internet and the network screen are organized. That one device (IP PBX), solved several tasks.

The unified plan of numbering of subscribers of the company is organized that gave the chance to make calls from branch to branch by short numbers. Calls between subscribers of the Asterisk IP PBX are performed via the Internet that allowed to reduce costs for a domestic long distance communication between branches.

The IP PBX with functionality of call center to increase the sales volume of the company due to increase in efficiency of processing of the entering telephone calls and cost reduction thanks to automated information system. The created corporate telephone network solves all tasks set for it. Thanks to successful project implementation on creation of call center, RICH FAMILY company it was succeeded to bring service to qualitatively new level. It, undoubtedly, will give a new impetus in development of the company.