…THE MAIN INNOVATIONS

Technical DraftTechnical Draft

…THE MAIN INNOVATIONS• Free call transfer from a URP (Public Relations

Office) to another• Quick identification of the citizen's problem by

means of an "only ticket" procedure dealt by different URPsù

• Shared and updated FAQs to provide in advance an answer to the citizen's questions

• Possibility to distribute the call volume (especially peak calling times) across multiple interconnected URPs, resulting in an increased answer capacity

• Classification of the call data in a uniform way for later analysis

• Storage of call data and citizens' needs in data warehouse for later analysis

• Utilising the latest data mining and enterprise content management techniques in order to identify trends and to plan preventive and corrective actions based on the results of the analysis

Linea Amica - Phase 2Linea Amica - Phase 2


Integration Common PlatformIntegration Common Platform

CC AssociatesCC Associates CC FederatesCC Federates

TUPA Platform

SIP Proxy

KB


Associates vs. FederatesAssociates vs. Federates

CC da associareCC da associare

CC da federare CC da federare ??

The Contact Centres to be associated are equipped with CRM (Customer Relationship Management) and CTI (Computer Telephony Integration) applications

The federates are integrated in accordance with existing CTI and CRM infrastructures

Access Tools Staff Management

Complexity

Switc

hboa

rd

Nati

onal

num

ber

Toll-

free

num

ber

CTI

CRM

Know

ledg

e Ba

se

Inte

rnal

Exte

rnal

Level 1 <10Level 2 10-30Level 3 >30


The association will help the URP to raise up to the standard of the Linea Amica service:

• Common IT Platform (CRM/CTI), with the possibility of data and reports filing (and optimisation of the response by means of staff allocation and development of targeted KB)

• A Knowledge Base tool internally organised and shared with other Public Relations Offices

• Integration of different Front Office services (working hours, languages, help line for disabled people, etc.) by utilising other operators included in the Linea Amica Network with the aim of managing peak calling times or specific needs: languages, disability, specific themes and issues, etc.

• Evaluation of the service through the system of the "emoticons"• Targeted training

URP associates integrationURP associates integration


The URP offices already provided with IT equipment will be FEDERATED to the Linea Amica Network

By means of a software able to unify the interfaces, they will share tickets and data between their own offices and Linea Amica

By entering the SPC / VoIP Network – plus other eventual adapters – a high number of calls will be exchanged in real time

An exchange protocol will define on which queue the transfered calls should be included and how to manage three-person conference calls

URP federates integrationURP federates integration


VoIP Driiin800 XXX XXX

The toll-free number is recorded at the VoIP infrastructure

The citizen calls and makes a complex request that requires the involvement of several administrations

Citizen

The operator calls another administration office in order to close the file

Ticket

The ticket is created

The Ticket is transferred together with the call

In practice…an example of ticket transfer process

Synchronous transfer of the ticket Synchronous transfer of the ticket


VoIP Driiin800 XXX XXX

The toll-free number is recorded at the VoIP infrastructure

The contacted URP is not the most appropriate to deal with the request

Citizen

In practice…an example of call transfer process

The call is transferred by the operator with no additional cost

VoIP Integration: call transferVoIP Integration: call transfer


ISDN / POTS

PSTN

VoIP routing

SPC

VoIP IntegrationVoIP Integration

PBX/CTI

SIP Proxy

CC Federate A

Common Users

LANTraditional routing

CC Federate B

Call queue management

The CC Federate compensates for

the functionality of the first screening

The real priorities can be better identified


Zoom…Zoom…

Project of Integration Project of Integration of a CC Associateof a CC Associate


Standard Associate

ISDN / POTS

PSTNPBX

SPCLAN

LA CTI box

VoIP gateway

SIP + RTP

LA KB Platform

HTTP / HTTPS

SPC

TUPA Platform

SIP Proxy

LA CRM Platform

WEB SERVICES

OSI L1-L3

OSI L4-L7

Data Center Linea Amica

Standard ArchitectureStandard Architecture


The key aspects to be considered are:

The application functionality:• To ensure that the CRM application meets the needs of the

URP (possible integration with an existing CRM)• Configuration of the workstation (headphones? Voip Phone?)• Integration with other applications?

•Homogenization of taxonomiesIntegration with existing phone infrastructures•Voice Quality: Ensuring QoS (Quality of Service)•NAT/FW traversal

Aspects to be consideredAspects to be considered


Integrate Phone SystemIntegrate Phone System

Several options are possible depending on the existing equipment:

Case1: There is a traditional switchboardSolution: integration with VoIP gateway, possibly in ISDN

Case2: There is a VoIP swithcboardSolution: VoIP trunk between VoIP swithcboard and CTI-BOX (in

SIP or H.323)

Case3: There is a traditional switchboard already interconnected in the VoIP systemSolution: to study an integration with the interconnection of the VoIP infrastructure (in SIP or H.323).


Integration levels between Associates/FederatesIntegration levels between Associates/FederatesIntegration will be developed in later stagesIntegration will be developed in later stages

Direct Call / Call Transfer

CRMIntegration

Asynchronous transfer of the ticket

1

2

Synchronous transfer of the ticket

3

VoIPIntegration

1 2

With Consultation

Blind Transfer


… raising of the service standards

• Associates: • they will maintain, with no additional cost, apart from any further

action of evolutionary maintenance or customisation, the ability to answer the phone by using a CTI technology (via computer), with locally installed equipment

• they will maintain the access and the unification to the Knowledge Base and to the common network and communication resources;

• they will be able to maintain the call recording tool (CRM) by means of specific agreements of prevision costs transmitted in the start up phase

• Federates:• All the realised integrations will be permanent, except for the

usual need for updating and maintenance

The permanent advantages of the projectThe permanent advantages of the project

…THE MAIN INNOVATIONS

Documents

possibility of data

linea amica service

data warehouse

linea amica networkby

urp public relations

ticket voipdriiin800

fileticketthe ticket

ticket procedure