Intelis Operator Services

The Intelis Operator Services application is a fully-features Windows 98/NT GUI application. This application has a wide range of functionality and features making it the perfect choice for any large or small call center.

Operator Services Functionality

Complete Operator Assisted Calls

    1.    Sent Paid

    2.    Collect

    3.    Bill to Third Party

    4.    Calling Card (including RAO cards)

    5.    Bank Card

    6.    Proprietary Card

Optional fully integrated Directory Assistance application using MASS Technologies.
Full Rate Quotes.
Time and Charges offered for all billing methods.
Emergency Numbers look-up and Speed-Dial.
Trouble Tickets for service affecting problems.
Payphone coin refund recording.
Modify rates for disabled callers.
Transfer calls to language-specific operators or supervisors.
Search and determine local information on area codes, cities and states.
Search and locate international information on country codes, city codes, countries and cities.
Issue credits for various problems.
Idle screen shows system-wide messages that may be sent by a supervisor.

Operator Services Features

Average work time (AWT) is kept to an absolute minimum.
All caller information is maintained as calls are transferred for the Automated Operator (iACP) to a live operator, or from one live operator to another.
Operator may use keyboard or mouse for operations.
Text boxes and field labels change color so the operator immediately knows the position of the cursor.
Highly configurable, carrier-specific prompts direct the operator exactly what to say during the duration of a call.
As calls are extended to the called party, the operator may remain on the line to provide further assistance.
Graphical representation of the caller and called parties' status allows the operator to freely toggle between caller and called party or create a three-way conference.
If so configured, the operator may be allowed to modify the ANI.
Operator may invoke Time and Charges during the validation call to the billed party.
Payphone, hospital, hotel and inmate icons are used to alert the operator to the callers originating location.

Screen-Shots

Call in Progress...

The caller information is clearly displayed on the top right of the screen. The location and time of day at the calling location is also displayed. Note the presence of a payphone icon. This indicates the call was made from a payphone. Therefore, the Sent Paid (Bill to ANI) bill methods are disallowed for this call. The iUOS tracks the call's info-digits and will treat the call correctly based on these info digits.

The destination information (top left) is also clearly displayed. The destination number, when entered, is checked against the Bellcore V&H and International V&H tables to ensure accuracy.

The Billing Information section allows the operator to choose the billing method for this call. We currently allow the Sent Paid, Bill Third Party, Calling Card, Credit Card, RAO Card and Collect billing methods. Note the billing information is highlighted in blue. As the operator navigates around the screen, the active section is highlighted in blue. This color is configurable by the system administrator.

The application includes a "Say This" section. This box displays carrier-specific and bill-method specific prompts that the operator needs to say. This box can be detached and floated anywhere on the screen. These prompts are fully configurable for every carrier, and if necessary, for every call scenario using the Intelis Administration System (iAdSys).

The "Phone Status" section is a unique feature of the Intelis iUOS. The operator is given a graphical representation of the status of the caller and destination party. When a party is connected, the icon is green. If they are on hold, the icon is yellow, and if they are not connected the icon is red. In addition, the operator is shown a ringing icon if the number is ringing. The icons themselves change to represent the status of the party. If the phone is off-hook we see an off-hook icon. If the phone is on-hook, the icon illustrates this also.

The carrier information section displays the carrier name. The color-coding is configurable in the carrier databases. This allows the system administrator to assign a unique color to every carrier or group of carriers. This allows for easier identification of carriers by the operator.

Every installation of the iUOS includes a different set of option buttons. These are database configurable so the administrator can assign their own keys and can create their own button labels. These are highly configurable so the customer can choose their own feature set from the wide range of available options. A typical selection would include, rate quotes, directory assistance, call transfer, emergency numbers, dial, dial and stay on the line, database lookup and problem reporting.

Dialing Destination Party...

When the operator dials the call, they are presented with the next screen. This gives the operator complete control over the call flow. In addition, the post-branding messages are displayed here. The operator can easily conference all parties or can switch between talking to the caller and the destination.

The iUOS also allows the caller to change the billing method. This means, for example, that the operator can dial the call collect and rate the call as collect, but can bill it to the caller's credit card.

The icons show the operator talking to the destination while the caller is on hold.

screenshot


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