Call-O-Call

Call-O-Call the multifunction hardware and software system implemented both based on traditional telephony, and based on VoIP technology. Allows to process all range of the entering and outgoing requests: voice calls, Web requests, e-mail, SMS, Fax.

The contact center of Call-o-Call can be integrated with any PBX types and the IP PBX, saving investments into a communication equipment, or to act as the digital telephone exchange with different interfaces (E1, FXS, IP) which is completely integrated with computer networks. The universality of call processing and requests allows to increase availability of the company and to seize the new opportunities of communication with clients. Wide integration tools with CRM systems allow to save investments and not to care for data transfer problems from corporate databases and also to raise customer satisfaction degree at the expense of a full integration.

The reliable open communication framework of Dialogic allows to propose completely universal solution for different protocols of communication, different types of the equipment and required degree of reliability. Active cooperation with Dialogic company allowed to create the powerful, reliable and high-tech solution of contact center.

Advantages

• Smooth load distribution.
• Support of hot sparing.
• High reliability of a system.
• Cross-platform of all applications.
• Support of video of IVR.
• Support of recognition and speech synthesis (VoiceNavigator "Center of Speech Technologies" and Nuance)
• Energy efficiency.

Characteristics

• Support of signaling of SS7, ISDN, SIP.
• Processing of audio of calls with support of H.263 codecs.
• The used technologies: HMP, TTS, ASR.
• Support of the VoiceXML and CCXML standards.
• Built-in language of writing of scripts
• Visual editor of IVR scenarios

Scope of application

• Call centers in banks
• Call centers in insurance companies
• Outsourcing Call centers
• Entertaining Call centers
• Call centers for telecom operators and content providers
• Call centers for the collection agencies

Support of protocols

SS7 (ISUP, INAP, MAP, TCAP) CAMEL, IS.41 WIN, SMPP ISDN (worldwide) 3GPP 3G-324M Rel 99 (TDM) / Rel 4 (NbUP), MONA ITU-T H.323, SIP RFC-3261 T.38 and V.17 Fax

The supported codecs

H.263, H.264, MPEG4, AMR-NB, AMR-WB G.711 (PCM, ADPCM, uLaw, aLaw), G.723.1, G.726, G.729, GSM-FR

Video of an option

Transcoding with conversion of transfers of the personnel change of scale of the image I-Frame update Conferences with user preferences of video of the image, the Picture in Picture & PIPt mode Stream video in real time

DVR controls

Functionality of Audio: Audio transcoding Conferences with the improved gain amount Processing of DTMF (tone set) in compliance with RFC2833 Speech recognition (MRCP v1, v2, RTSP/RTP, SIP SDP) The integration configured by the user with WEB & databases HTTP / HTTPS SSH XML FTP RADIUS CORBA TCP/IP COM / DCOM SOAP RPC MSSQL Oracle MySQL ODBC/OLE DB

Systems capabilities

Up to 12 E1 flows on one server From 1 to 128 servers in a system Up to 192 SS7 links per server, HSL support Signaling server in single or dual-resilient configurations Up to 1000 SIP sessions / 600 MM sessions / 240 3G-324M sessions

Administration and management

• Graphic monitoring in real time and operational reporting
• The centralized administration
• Management of Audio and video of content, import and export of content
• SNMP MIBs support

Development tool and service

• Itntegrirovanny IDE development environment (Online/offline debugging, syntax highlighting, Virtual interactive Q&А script editor)
• Carrier grade features
• Dual-server hot redundancy configuration
• Cluster system with no SPOF
• External data storage
• One-place administration of distributed systems

Levels of technical support

• Languages: English, Russian.
• The 1st level: 24x7x365 phone/e-mail/web
• The 2nd level: In a working vrmemya (on Moscow) phone/e-mail/web
• The 3rd level: Only by e-mail
• Fast replacement of the equipment

Specifications

• Power supply: 100-240 AC,-48 DC, up to 700W, Hot Plug and Redundant.
• The Size of equipment 2U, 4U is mounted in a rack 19' (units)
• Connection: E1, T1, Ethernet

Schematic circuit of interaction of Call of the Call-o-Call center with different services

Source: Forte-IT