April-8-2009

http://www.welltech.com

Introduction

ICCS 8650A Server is a small VoIP call center. With built-in rich IP Telephony, ACD, IVR and Recorder services, ICCS 8650A enables traditional CTI Call Center features by using new generation VOIP technology. It offers the benefits of reasonable cost, remote agents, readily integrate with IP network and etc.

• Built-in SIP Proxy, ACD service, Call Queue, Recorder and IVR are integrated
• Web Management interface and Multi-Language supported
• Support external Database and File server
• Support QoS
• Customer HTTPS Certificated
• System Configuration parameters backup and restore
• Support SNMP and Syslog Server
• Display Real Time system status

• SIP Proxy Telephony Service
  The core of SIP Proxy telephony server was derived from well-know WellSIP 6500 series (Welltech SIP Proxy). It provides intelligent Call Routing, Agent/Telephony Connection and Rich Telephony features.

• Automated Call Distribution (ACD)
  Built-in ACD service provides rich routing polices for incoming calls processing (i.e. most idle, skill level, least service count etc.) It also supports call queuing feature when all agents are busy. A variety of ACD reports are provided for administration purpose.

• Interactive Voice Response (IVR)
  The system provides an internal IVR services. The System Integrator (SI Company) can easily create a call flow by Drag and Drop web interface. It is able to collect required caller information and use CTI attachment components to send to agent for Screen Popup application.

• CTI Recorder (Voice Logging)
  With 30,000 hours recording storage capacity in Mini Hard disk (3 x 160GB RAID 5), the VOIP call center can be benefited to ensure the service quality and record the service progress. It also enables supervisor listen the agent’s service call for monitoring purpose. Additional CTI information can be added for recording indexes.

• Flexible OCX for CRM Integration
  ICCS 8650A provides a flexible of OCX for CRM integration. By using it, the CRM system can be readily integrated to use the VOIP call center service, including CTI attachment, Recording Information Adding, Call Control, Screen Popup and etc.

• High Availability Redundant
  ICCS 8650A provides high availability VOIP call center service by using active and stand-by redundant technology which provides hot standby and hitless fail-over for stable call to reach mission-critical service requirement. It keeps your service with continuous running.
  Please Note : To use this features, two units of ICCS 8650A with redundant firmware are needed.

Application

This is an typical application for an IP based Call Center application. Support both in-house service Agents and Remote agents over IP Network simultaneously. The incoming call may come from local PSTN or Telco such as FXO Gateway ( WellGate 2680 ) or T1/E1 trunk gateway (WellGate 5260). Or, it comes from WebCall when end user visits Call Center Web Page to make click-to-talk service. All-in-one ICCS 8650A provide integrated agents processing, ACD, Call Queuing, IVR announcement and Recording features.

Welltech Computer Co., Ltd.
TEL : +886-2-82265699
FAX : +886-2-82265799
Web : http://www.welltech.com
E-Mail : voipinfo@welltech.com