Call Center

Application

Overview

The Intelis Call Center application with its Automatic Call Distribution (ACD) application suite supports Live and Automated Agent Call Center functionality with integrated Customer Billing, Reporting and Validation Services. The ACD features are specifically designed to support the unique requirements of each individual provider that offers multiple applications on a single platform.

The ACD application is the core of several applications that may run on top of the Intelis Call Center Platform. The platform supports numerous ancillary applications, in addition to the core ACD, including but not limited to, Operator Services, Directory Assistance, Answering Service, Alarm Monitoring Center, Customer Service, Proprietary Travel card, PrePaid calling and various call routing applications such as 800 locator with time-of-day call routing.

Intelligent Telephony and Internet Solutions

Excel CSP – The Excel CSP is a fully-redundant NEBS-compliant open programmable switch. The CSP provides the telephony interface between the customer’s network and the Live and Automated Agents and other ACD applications.

Intelis ACD Host Controller – The redundant ACD Host Controllers provide the required call control interface between the CSP and the Enhanced Operator Services platform. Additionally, they provide the ACD functionality that determines which Live or Automated Operator receives incoming calls.

Intelis Enhanced Operator Services (EOS) Application Servers (AS) – The EOS AS Servers provide the customer information such as business rules that are required to process calls. An EOS Billing and Rating process reads CDR from the Host Controllers and generates switch activity records and customer call records. An EOS Validation process interfaces to external validation sources such as Line Information Database (LIDB) and commercial credit card validation providers. The Validation process also supports internal, external, and proprietary billing databases.