Changes for page Call Center

Summary

• Page properties (2 modified, 0 added, 0 removed)

Details

Page properties

Author

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1		-XWiki.zanina
	1	+XWiki.VeraRetyeva

Content

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1	1	(% class="lead" %)
2		-A **Call Center** is a module of the Loymax system designed to processing customer requests by Agents
	2	+**Call Center** is a module of the Loymax system designed to process customer requests by operators.
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4	4	(% class="box infomessage" %)
5	5	(((
6		-In order to be able to process customer requests using the Call Center, as well as close tickets created in [[OTRS>>doc:Main.Using.Feedback.WebHome]], it needs to connect a special [[plugin>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]].
	6	+In order to be able to process customer requests using the Call Center, as well as close tickets created in [[OTRS>>doc:Main.Using.Feedback.WebHome]], there is a need to connect a special [[plugin>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]].
7	7	)))
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9	9	== Asterisk ==
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11		-Calls to the Call Center are processed using the Asterisk computer telephony system. When customers call the Call Center, the IP-telephony system recognizes the number from which the call is made. Asterisk allows you to customize the rules for processing incoming calls depending on the time of day or for different partners.
	11	+Calls to the Call Center are processed using the Asterisk computer telephony system. When customers call the Call Center, the IP-telephony system recognizes the number from which the call is made. Asterisk allows you to customize the rules for processing incoming calls depending on the time of day or for different Companies.
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13	13	If the Interactive Voice Response (IVR) is configured, some agent functions can be performed by the system. This reduces the load on the telephone network and allows you to handle more calls.
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17	17	|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Архитектур (En).png" width="800"/}}
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19		-== Call Center in the Marketing Management Platform (MMP) ==
	19	+== Call Center in Loymax Platform ==
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21	21	|(% style="border-color:white; width:294px" %){{lightbox image="Архитектур (En) 2.png"/}}|(% style="border-color:white; width:1196px" %)(((
22		-When an Agent receives an incoming call, a notification window is displayed with a link to go to the **Call Center** section in the MMP. At the same time, a new ticket is created in the [[ticket processing system (OTRS)>>doc:Main.Using.Feedback.WebHome]].
	22	+When an Agent receives an incoming call, a notification window is displayed with a link to go to the **Call Center** section in Loymax Platform. At the same time, a new ticket is created in the [[ticket processing system (OTRS)>>doc:Main.Using.Feedback.WebHome]].
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24	24	Further communication between the Agent and the caller is based on the needs of the caller. All agent actions are saved in the ticket. [[Typical scenarios for processing requests>>doc:Main.Using.Contact_center.Typical_processes.WebHome]] contain various options for resolving issues related to the activation and use of bonus cards, as well as updating customer credentials.
25	25	)))
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26	26
27	27	== Call processing security ==
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29		-|(% style="border-color:white; width:294px" %){{lightbox image="токен (En).PNG"/}}|(% style="border-color:white; width:1196px" %)When a call is received from **Asterisk**, not the caller's phone number is sent to the Call Center module, but a special token. Using this token, the **CallService **service requests information on the call from **Asterisk **and transfers the information received back to the MMP and OTRS. This eliminates the possibility of transferring any phone number to the** Call Center** in the MMP and gaining access to confidential information.
	29	+|(% style="border-color:white; width:294px" %){{lightbox image="токен (En).PNG"/}}|(% style="border-color:white; width:1196px" %)When a call is received from **Asterisk**, not the caller's phone number is sent to the Call Center module, but a special token. Using this token, the **CallService **service requests information on the call from **Asterisk **and transfers the information received back to Loymax Platform and OTRS. This eliminates the possibility of transferring any phone number to the** Call Center** in Loymax Platform and gaining access to confidential information.
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31	31	== Back call ==
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34	34
35	35	== Call statistics ==
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37		-The collection of statistics on incoming and outgoing calls to the Call Center has been implemented. In a special interface, the Call Center administrator for each partner for a certain period displays the following data:
	37	+The collection of statistics on incoming and outgoing calls to the Call Center has been implemented. In a special interface, the Call Center administrator for each Company for a certain period displays the following data:
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39	39	* the number of incoming calls
40	40	* the number of calls in the queue