Phones designed for use in flammable and explosive environments
Network Telephone Based on SIP Protocol
SIP protocol intercom system
Information Conversion and Interaction Based on SIP Protocol
Industrial communication emergency broadcasting equipment
Command center communication equipment
Provide paging, broadcasting, and intercom functions
Integrated voice, video, and conferencing
Omnichannel contact center solutions for businessesof any size
Quick response and coordinated communication
Communication solutions for mining and petrochemical industries.
System solutions provided for smart transportation
Ensuring the safety of miners' lives and production is an integral part of.
Integrated emergency telephone intercom, broadcasting, and management scheduling communication
Integrating digital and intelligent technologies to achieve audio and video communication
Smart Office
Call Center
The main equipment constituting the 12319 Urban Management Call Center System platform in the above scheme topology is as follows:
Voice Media Switch: This equipment is located at the interface between the Public Switched Telephone Network (PSTN) and the IP network, realizing the conversion between ISDN PRI signaling and H.323, SIP signaling, and simultaneously completing the conversion of media streams between the bearer channels of the public telephone switched network and the IP network. The trunk gateway supports digital trunk E1/T1 interfaces using ISDN PRI signaling on the telephone network side, completing the processing, control, and maintenance functions of user calls.
UCC Softswitch Server: This equipment is the core access equipment and processing platform of the call center. It provides a full range of functions such as telephone switching PBX, voice gateway VOIP, Customer Relationship Management (caller pop-up screen) CRM, Automatic Call Distribution ACD, Automatic Voice Response IVR, Call Detail Recording CDR, telephone recording, telephone queuing, telephone conference, and voice mailbox.
UCC-CTI Server: This equipment is the business processing platform of the domestic service network center. It provides the applications of a complete business system, financial system, and background management system, as well as the access and processing of text messages. At the same time, it provides database services for various business applications.
Integrated Voice Gateway for Hotline Access: This equipment converts digital signals into telephone analog signals and outputs them to the telephones of the seat staff. This equipment is rack-mounted, and a single device can provide 32-channel analog line outputs. This equipment can be stacked according to the number of seats.
UCC Seat Terminal Configuration: This is an important device for answering calls, consisting of a PC + professional seat headset. If necessary, the IP seat can be configured at the remote end as a remote seat (requiring network connectivity and ensuring stable bandwidth). The IP seat generally adopts the G.711 voice compression protocol, and the seat configuration of this scheme is also applicable to local area network use.
Basic Seat Functions: Provide functions such as seat login, logout, busy indication, idle indication, telephone transfer, and call holding.
Management Communication Functions: Functions such as forced transfer, forced disconnection, telephone answering on behalf of others, and telephone monitoring.
Caller Pop-up Screen: When a customer calls, the customer's information will pop up quickly. The seat can quickly record the basic information and service content of the customer.
Recording Function: Provide call recordings for all incoming and outgoing calls. You can flexibly set whether to record or not, and provide operations such as playback, download, and backup.
Automatic Reporting of Work Number Function: Provide the option of whether to announce the work number of the seat staff when the call is connected, improving service awareness.
Member (VIP Customer) or Blacklist Management Function: Provide the judgment of the priority level of an incoming call based on the characteristics of the calling number, the called number, identity verification, etc., and directly send it to the designated seat or a specific processing flow. It can very conveniently implement VIP services and blacklist functions.
Internal Bulletin Board: The administrator can edit and publish daily product announcements, advertising period announcements, and other affairs announcements, and the corresponding announcement content will appear in the bulletin board on the seat interface.
Schedule Reminder: Each seat can set appointment work plan reminders, callback reminders, etc. If a seat sets a schedule reminder, the system will automatically pop up the reminder content on the corresponding seat page at the set time.
Extension Follow-up Function: Provide that each extension can be bound to one or more extension numbers, and also can set outside line numbers (such as mobile phones or fixed phones), and can independently choose strategies such as all-ringing and round-robin, so that you won't miss any calls. It is similar to the concept of One Number Link of the telecom.
SMS, TTS Voice, and Fax Sending Functions: Without adding any SMS equipment, it can realize large-capacity, timed, and automatic group text messaging to all domestic mobile phones (China Mobile, China Unicom, PHS), and it is the first in China to provide voice group sending services. It can convert SMS content into voice through TTS and send it to all domestic fixed phones and mobile phones. Moreover, it also provides group fax sending services.
Incident Registration Form: Each incident can be recorded in detail, including the basic information of personnel, the type and detailed content of the problem, the instructions and opinions of the leader, and the processing result, etc. The included items are as follows:
Caller, Reporting Time, Reporting Telephone, Name of Duty Staff
Incident Source: Reported by Supervisor Reported by the Public Transferred by Other Departments Leader's Mailbox Others
Problem Category: Water Supply, Power Supply, Gas Supply, Heating Supply, Municipal Administration, Real Estate Management, Administrative Law Enforcement, Environmental Protection, Urban Planning, City Appearance and Sanitation, Landscaping, Property Management, Building Quality, Others (a total of 13 items)
Service Type: Consultation, Complaint, Criticism and Suggestion, Incident Reporting, Others
Incident Content: Time Summary Detailed Content
Leader's Instructions: Verification Approval Others
Processing Result: General Relatively Satisfactory Satisfactory Others
Acceptance Status: In Processing, Under Verification, Completed, Voided, Not Processed
After completing the above situation registration form, click Save, and the registration form will be saved. The duty staff can choose whether to proceed with the next step of processing according to the specific situation of the incident. If they choose to process, they can continue to click to process the incident.
Processing Method Selection: File a Case for Handling, Report to the Leader, Assist and Transfer
Incident Content: Click incident processing, and the information in the registration form and the incident content will automatically enter the newly generated processing form and can be modified.
Processing Number: Generate respective numbers according to different processing methods.
Processing Department: Select the corresponding handling leader and department according to different processing methods.
The incident processing flowchart is as follows:
Query and Statistics of Registration Forms: As the 12319 Urban Management System of the city, each incident's registration form will be retained as important data. The system can provide the import and export of tables, as well as detailed statistical functions. Data Import and Export: For each generated registration form, the system can perform batch export for unified storage. It can also import the previously accepted registrations into the system to facilitate understanding the situation of previous reports when there is another incoming call, so as to handle comprehensively.
The knowledge base can be regarded as the training system of the hotline. It collects various common problems of citizens and the problems that the handling staff often encounter in the service, and the response strategies for the main problems, providing a standard answering method for the handling staff in handling business problems, and further extending to the timely update of the latest information, so that the hotline handling department and other departments can keep in sync. The knowledge base queries the answers to difficult problems through policies, regulations, problem classification, and keywords, providing timely help to the handling staff. The knowledge base is updated at any time according to the development and change of policies and regulations. The functions of the knowledge base are divided into: generating the knowledge base, modifying the knowledge base, browsing the knowledge base, and searching the knowledge base.
For the 12319 Call Center System, report analysis is one of the very important functions. The reports provided by the UCC Call Center mainly include: Telephone Traffic Statistics: The statistics of telephone traffic are queried according to months, weeks, and days. The system calculates the total number of incoming calls, the number of completed orders, etc. within a selected time period and can export the data. Statistics of Acceptance Volume by Appeal Area: According to the district as the unit, calculate the number of various incidents accepted in each district within a selected time period. Statistics of Acceptance Volume by Appeal Type: According to different appeal types such as gratitude, suggestion, and report, calculate the number of accepted cases. Statistical Report on Processing Situation: According to the statistics of the processing situation of incidents, master the quantity situation of various incidents that have been processed and are being processed. Statistical Report on Acceptance Feedback Situation: According to the feedback from the citizens, grasp the satisfaction of the citizens with the incident processing.
Due to the support for VOIP at the bottom layer, the UCC Call Center System can not only provide local manual seats but also access remote seats as needed. The main application forms are: (1) Centralized access, distributed seats; (2) Distributed access, centralized seats; (3) Distributed access, distributed seats. The topology diagram is as follows:
The UCC Call Center System completely breaks through the limitations of traditional regions and greatly expands the application scope of the telephone exchange system. Thus, it can enable various units to be connected to the 12319 Hotline Service System simultaneously to realize collaborative office work. Meanwhile, it also has the following functions: Unlimited Extensions - Since this system deploys all extensions using network cables, the system no longer needs to provide a large number of extension connection cards. Not only can the number of extensions be unlimited, but also the failure rate of extensions is lower and the stability is better than that of the traditional method. Remote Deployment of Extensions - This system supports remote extensions registered under multiple network protocols and can realize rapid information exchange and resource sharing. "0" Call Charges between Extensions - The call charges between all extensions (including local and remote extensions) are zero. Case Query and Statistics It has the function of case file query. Users can set query conditions by themselves to query or count case files; the query types and statistics can be expanded and maintained by administrators according to users' needs.
It supports the hierarchical management of system operators and administrators. Administrators of different levels have different control and access permissions. The system provides flexible means of role assignment and permission setting. The system supports taking protective measures for various settlement data, configuration data, and statistical data. The system implements hierarchical management of users. The system supports strict control of data access permissions.
It can automatically identify the corresponding handling departments according to the case file information and the affiliated departments of relevant events and components, and assign tasks to personnel with corresponding permissions.
It can send the audit information of the handling results to relevant professional departments; supervise the handling situation of professional departments and send reminder notices to cases that exceed the specified handling time limit.
It should provide the function of tracking the whole process of case files, supervise the handling of case files, provide forms to allow users with permissions to enter supervision and handling information; the supervision and handling information can be notified to the current handling personnel in the form of real-time messages, text messages, etc.; and display special symbols on the case files.
It can perform timing processing on each stage of case file handling as well as the response and handling situation of task assignment, and record the handling time of each stage of case file handling in detail; according to the handling time limits customized by different departments and regions, it can automatically send reminder notices to case files or tasks that exceed the time limit and give alarms for overdue case files.
The specific handling process of the 12319 Urban Management Call Center System is divided into the following seven stages: Problem Reporting Stage, Acceptance Stage, Sorting Stage, Task Assignment Stage, Handling Stage, Feedback Stage, and Return Visit and Evaluation Stage.
Problems related to components and events transferred from the public hotline or leader's instructions. The handling processes of case acceptance and case filing for these two types of problems are different.
Problems reported by citizens are reported to the service center through the 12319 hotline, registered by the operators at the acceptance office of the service center, and then comprehensively judged and accepted for case filing by the shift supervisor. Problems reflected by the public reporting hotline and problems related to components and events transferred from leader's instructions are uniformly received by the operators of the service center and then transferred to the shift supervisor for judgment and case filing.
According to the internal division of responsibilities of the system, analyze the accepted information and clarify the responsible units.
The shift supervisor at the command and coordination office of the service center comprehensively judges the registered and accepted problems according to the different handling processes of different events and dispatches the work forms to various professional departments.
Various professional departments are responsible for handling the issued events according to relevant requirements.
Linked institutions and responsible units feed back the handling results to the service center.
The service center conducts return visits to citizens to inquire about their satisfaction and generates objective evaluations of departments in various regions and various professions. And the supervisors of the service center organize spot checks and deduction evaluations on the work of staff in professional management departments at all levels.