Technical DraftTechnical Draft
…THE MAIN INNOVATIONS• Free call transfer from a URP (Public Relations
Office) to another• Quick identification of the citizen's problem by
means of an "only ticket" procedure dealt by different URPsù
• Shared and updated FAQs to provide in advance an answer to the citizen's questions
• Possibility to distribute the call volume (especially peak calling times) across multiple interconnected URPs, resulting in an increased answer capacity
• Classification of the call data in a uniform way for later analysis
• Storage of call data and citizens' needs in data warehouse for later analysis
• Utilising the latest data mining and enterprise content management techniques in order to identify trends and to plan preventive and corrective actions based on the results of the analysis
Linea Amica - Phase 2Linea Amica - Phase 2
Technical DraftTechnical Draft
Integration Common PlatformIntegration Common Platform
CC AssociatesCC Associates CC FederatesCC Federates
TUPA Platform
SIP Proxy
KB
Technical DraftTechnical Draft
Associates vs. FederatesAssociates vs. Federates
CC da associareCC da associare
CC da federare CC da federare ??
The Contact Centres to be associated are equipped with CRM (Customer Relationship Management) and CTI (Computer Telephony Integration) applications
The federates are integrated in accordance with existing CTI and CRM infrastructures
Access Tools Staff Management
Complexity
Switc
hboa
rd
Nati
onal
num
ber
Toll-
free
num
ber
CTI
CRM
Know
ledg
e Ba
se
Inte
rnal
Exte
rnal
Level 1 <10Level 2 10-30Level 3 >30
Technical DraftTechnical Draft
The association will help the URP to raise up to the standard of the Linea Amica service:
• Common IT Platform (CRM/CTI), with the possibility of data and reports filing (and optimisation of the response by means of staff allocation and development of targeted KB)
• A Knowledge Base tool internally organised and shared with other Public Relations Offices
• Integration of different Front Office services (working hours, languages, help line for disabled people, etc.) by utilising other operators included in the Linea Amica Network with the aim of managing peak calling times or specific needs: languages, disability, specific themes and issues, etc.
• Evaluation of the service through the system of the "emoticons"• Targeted training
URP associates integrationURP associates integration
Technical DraftTechnical Draft
The URP offices already provided with IT equipment will be FEDERATED to the Linea Amica Network
By means of a software able to unify the interfaces, they will share tickets and data between their own offices and Linea Amica
By entering the SPC / VoIP Network – plus other eventual adapters – a high number of calls will be exchanged in real time
An exchange protocol will define on which queue the transfered calls should be included and how to manage three-person conference calls
URP federates integrationURP federates integration
Technical DraftTechnical Draft
VoIP Driiin800 XXX XXX
The toll-free number is recorded at the VoIP infrastructure
The citizen calls and makes a complex request that requires the involvement of several administrations
Citizen
The operator calls another administration office in order to close the file
Ticket
The ticket is created
The Ticket is transferred together with the call
In practice…an example of ticket transfer process
Synchronous transfer of the ticket Synchronous transfer of the ticket
Technical DraftTechnical Draft
VoIP Driiin800 XXX XXX
The toll-free number is recorded at the VoIP infrastructure
The contacted URP is not the most appropriate to deal with the request
Citizen
In practice…an example of call transfer process
The call is transferred by the operator with no additional cost
VoIP Integration: call transferVoIP Integration: call transfer
Technical DraftTechnical Draft
ISDN / POTS
PSTN
VoIP routing
SPC
VoIP IntegrationVoIP Integration
PBX/CTI
SIP Proxy
CC Federate A
Common Users
LANTraditional routing
CC Federate B
Call queue management
The CC Federate compensates for
the functionality of the first screening
The real priorities can be better identified
Technical DraftTechnical Draft
Zoom…Zoom…
Project of Integration Project of Integration of a CC Associateof a CC Associate
Technical DraftTechnical Draft
Standard Associate
ISDN / POTS
PSTNPBX
SPCLAN
LA CTI box
VoIP gateway
SIP + RTP
LA KB Platform
HTTP / HTTPS
SPC
TUPA Platform
SIP Proxy
LA CRM Platform
WEB SERVICES
OSI L1-L3
OSI L4-L7
Data Center Linea Amica
Standard ArchitectureStandard Architecture
Technical DraftTechnical Draft
The key aspects to be considered are:
The application functionality:• To ensure that the CRM application meets the needs of the
URP (possible integration with an existing CRM)• Configuration of the workstation (headphones? Voip Phone?)• Integration with other applications?
•Homogenization of taxonomiesIntegration with existing phone infrastructures•Voice Quality: Ensuring QoS (Quality of Service)•NAT/FW traversal
Aspects to be consideredAspects to be considered
Technical DraftTechnical Draft
Integrate Phone SystemIntegrate Phone System
Several options are possible depending on the existing equipment:
Case1: There is a traditional switchboardSolution: integration with VoIP gateway, possibly in ISDN
Case2: There is a VoIP swithcboardSolution: VoIP trunk between VoIP swithcboard and CTI-BOX (in
SIP or H.323)
Case3: There is a traditional switchboard already interconnected in the VoIP systemSolution: to study an integration with the interconnection of the VoIP infrastructure (in SIP or H.323).
Technical DraftTechnical Draft
Integration levels between Associates/FederatesIntegration levels between Associates/FederatesIntegration will be developed in later stagesIntegration will be developed in later stages
Direct Call / Call Transfer
CRMIntegration
Asynchronous transfer of the ticket
1
2
Synchronous transfer of the ticket
3
VoIPIntegration
1 2
With Consultation
Blind Transfer
Technical DraftTechnical Draft
… raising of the service standards
• Associates: • they will maintain, with no additional cost, apart from any further
action of evolutionary maintenance or customisation, the ability to answer the phone by using a CTI technology (via computer), with locally installed equipment
• they will maintain the access and the unification to the Knowledge Base and to the common network and communication resources;
• they will be able to maintain the call recording tool (CRM) by means of specific agreements of prevision costs transmitted in the start up phase
• Federates:• All the realised integrations will be permanent, except for the
usual need for updating and maintenance
The permanent advantages of the projectThe permanent advantages of the project