Intelis Universal Operator Station (iUOS)

The Intelis Universal Operator Station (iUOS) is the software application used by the operator to process calls that require a live operator.  The iUOS interfaces with the Teltronics 20-20 switch utilizing the switch’s HIL-controlled ACD Station features.  The iUOS works in conjunction with the Intelis Workstation Control Processor (iWCP) as illustrated below.  Both the iUOS and the iWCP are components of Intelis’ Universal Call Processor (UCP) platform, which can be used independently or in combination with other UCP components such as the Global Validation Server, the Billing Processor, or the Automated Call Processor.  The Intelis iUOS is designed to operate in both large call-center and in home-based operator situations.  Each operator station needs only a TCP/IP connection to the Internet and a POTS phone.  This allows the operators to be distributed anywhere, both nationally and internationally.

The iUOS is a Windows98/NT GUI platform.  The iUOS currently supports the Intelis Operator Services and Directory Assistance applications.

In the event a call requires a live operator, the ACD software within the Teltronics 20-20 switch determines which operator shall receive the call.  The Teltronics switch sends information about the caller to the iWCP using Teltronics’ high-speed HIL interface.  This information, along with additional information that was captured outside of the switch, is used in determining the appropriate application that should be displayed on the iUOS screen.

The operator interacts with the iUOS in processing the call. This may include providing the caller with Directory Assistance information, assisting the caller with a problem, or completing an Operator Services call to another telephone number.