Building Call System
Launching Quitlines
Building InfrastructureBuilding Call System
Usability and applicability of telephone systems
Technologies supporting Quitlines are constantly evolving. They have become increasingly powerful and sophisticated and now offer many capabilities that were not widely available when the first Quitlines were established. Telephone systems in particular have evolved a set of features specifically for “call centers”. Which telephone system would be applicable for each Quitline is dependent on how much resource could be offered and telecommunication environment of each country.
Building computer based telephony system : basic architecture
- Private Branch Exchange (PBX)
Quitlines typically utilize a private branch exchange (PBX) telephone system. PBX systems are made by many manufacturers and vary greatly in capacity, but collectively they represent the most robust telephone systems available. All PBX systems have a communications server, which functions as the “brain” of the system. This server can be connected to hundreds or even thousands of telephones. Quitline providers that do acquire a separate PBX system generally find them easy to scale up as needed.
Recently, internet protocol private branch exchange (IP-PBX) was introduced as new technology which guarantees cost saving for basic infrastructure setting and toll. An IP-PBX is a business telephone system designed to deliver voice or video over a data network and interoperate with the normal Public Switched Telephone Network (PSTN). A function of IP-PBX included call transfer, pulling call, return call, call forward, hold call, call back, group general directory number. CTI middleware is a basic core infrastructure solution which is an interlock switch and computer in CTI call center system. A function of CTI middleware is: Order and data exchange between telephone exchange and Computer
Data analysis
Call processing/Divide and manage work
process in Center
Integrate Management Solution for control and analysis all CTI call center system
- IVR(Interactive Voice Response)
IVR is a technology to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs from user. IVR is a kind of customer service using database access including VMS (voice mail service) and FOD(free order service). To operate IVR, voice scenario and call system needs to be set to suit your service. Voice scenario consists of a number of voice scenarios for inbound call auto-answer function (we are busy, press 2 for NRT etc), and outbound call question/answer function. Call system for IVR is generally consisted of as followed:
ARS(audio response system) as auto answer system for Telephone call from customer
ACS(auto call send system) as auto dialing function to customer using call number
TTS (text- to - speech) as converts normal language text into speech
- Recording Server
Recording server is a recording system for recording advice contents between customer and counselor when they contact. A function of recording system is as followed:
To support all recording and optional recording types
To support making of a list of recording files, play, sending and deleting functions
To support searching by file name, agent number, call number, date and etc.
To monitor for real time check recording server status
To recording statistics and log management function
- Data management system
Each system including IP-PBX, CTI, IVR and recording has a data management system which enables you to collect key management information on the system and service and allows you to monitor all activities of Quitline including call control, counselor work flow monitor, IVR server monitor, recording file arrangement, and etc.
- Case Example : PBX & IP-PBX Mixed Mode telephone system - Taiwan Smoker’ Helpline
Taiwan Smokers’ Helpline (TSH) utilizes PBX & IP-PBX Mixed Mode telephone system as a basic framework, along with CTI middleware, to designate Interactive Voice Response. Taiwan Smoker’s Helpline develops its own Case System to integrate data retrieved from CTI middleware and IVR, providing instantaneous information of incoming callers. In accordance with Computer-Processed Personal Data Protection Law, TSH has established an inspecting system, which combines audio recording system and fingerprint reader, effectively and securely protecting and managing the information of TSH’s clients
High-speed telecommunication lines
High-speed telecommunication lines such as T1, DSL (digital subscriber lines), or ISDN (integrated services digital network) enable large amounts of voice or data information to be moved efficiently and at low cost.
Apparatus for counselors (personal computer, monitor, phone, headset, etc)
- Case Examples: typical counseling workstation California Smokers’ Helpline and Korea Quitline
