TECHNICAL PRESENTAION

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TECHNICAL PRESENTAION

• PREPARED
• BY
• IT Department (Vajjatechnologies (p) ltd.)

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TECHNOLOGY OVERVIEW
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IBM e SERVER X226
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Hardware summary

• Tower with 4U rack capability via optional
  rack-mount kit
• Two Intel Xeon Processors, 3.4 GHz
• 2GB Memory PC2-3200 DDR II memory
• Up to 6 hot-swap Ultra 320 SCSI HDDs provide up
  to 1.8TB of storage capacity, or 4 simple-swap
  Serial ATA HDDs provide up to 1.0TB of storage
  capacity
• Take advantage of PCI-X, PCI-Express and PCI
  slots for maximum I/O flexibility

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IBM WORKSTATIONS
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• The Think Centre A50 8090 systems boasts a
  blazing 3.4 GHz processor, 256 MB RAM (expandable
  to 2 GB), and a 80 GB hard drive, providing the
  smooth, reliable operation.  

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Hardware Summary

• Processor Intel Celeron  3.4 GHz
• Memory  256 MB (4 GB Max) DDR SDRAM, 333 MHz
  PC2700
• Hard Drive 80GB Standard ATA 100
• Integrated Features CDROM,
• Networking LAN Ethernet, Fast Ethernet, Gigabit
  Ethernet,
• Operating System Microsoft Windows XP
  Professional with SP 2
• Monitor 17 AOC Flat

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Cisco Router 1800 series
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Router Features

• Simplicity
• Break Broadcast Domain
• Easy to Apply Firewall Setting
• Network Security
• Less bandwidth consumption
• Faster Network Connectivity
• Easy to Enlarge Network

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Cisco Catalyst 2960
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Cisco Catalyst 2960

• Cisco Catalyst 2960 Series Intelligent Ethernet
  Switches enable office networks to provide
  enhanced LAN services. This family of
  fixed-configuration, standalone devices provide
  desktop 10/100 Fast Ethernet and 10/100/1000
  Gigabit Ethernet connectivity.
• Integrated security, including network admission
  control (NAC).
• Advanced quality of service (QoS) and resiliency
  .
• Intelligent services for the network edge .

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Audio Codes Mediant 1000
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Audio Codes Mediant 1000

• The Mediant 1000 is based on VoIPerfect ,
  audiocodes underlying, best-of-breed , media
  gateway core technology for all of its product .
  The Mediant 1000 provide superior voice
  technology for connecting legacy telephone and
  PBX system to IP networks, as well as seamless
  connection of the IP-PBX to the PSTN. In addition
  to operating as a pure media gateway, the Mediant
  1000 can also host partner application and server
  as a IP-PBX platform. The Mediant 1000 is fully
  interoperable with multiple vendor gateways,
  softswitches, gatekeepers proxy server, IP
  phones, session border controller and firewalls.

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Intel Dialogic
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Intel Dialogic

• The Dialogic voice card provides one T1 span
  with 24 channels of voice processing in a single
  PCI slot. The card connects directly to a
  channel-service unit, digital-service unit, or to
  other phone-network terminating equipment by
  using an RJ-48C connector. Voice technology
  encompasses the processing and manipulating of an
  audio signal in a CT system
• filtering,
• analyzing,
• recording,
• compressing,
• storing,
• expanding,
• replaying.
• It also includes the ability to receive,
  recognize, and generate specific telephone and
  network tones. This fundamental technology is at
  the core of most CT systems

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Plantronic head sets
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Plantronic head sets

• Plantronics Telephone Headset System offers
  hands-free convenience and comfort. Includes a
  2-in-1 convertible headset for over-the-head
  stability or over-the-ear convenience, a
  noise-canceling microphone for superior sound
  clarity and the Firefly in-use indicator light
  that lets others know you are on the phone.
• Product Features
• In-use indicator lets others know when you're on
  the phone
• Noise-canceling microphone reduces background
  noise
• Headset can be configured over-the-head or
  over-the-ear

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Delta UPS Inverter
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• Delta Uninterruptible Power Systems
• Provide uninterrupted and reliable protection
  against power disturbances.
• Wide input voltage (120 280 Vac) reduces
  battery discharges.
• Smart Charger Design It can auto boost charge to
  shorten charge time.
• Automatic input frequency detection enables
  operations at 50hz or 60hz.
• The SNMP interface card is an accessory for
  network communication.
• Automatic restart The UPS will start again on
  inverter automatically when ac line returns
  following a low battery shut down.
• Automatic return from static bypass after
  overload condition is cleared.
• Auto-detect the bypass mode voltage the
  protection range is 15 - 20. When bypass
  voltage is beyond protection range. UPS will
  supply no output power to the load.

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• Microteck Invertors
• AC DIGITAL INVERTORS OF 2.5 KV CAPACITY WITH A
  STEEL CABINET
• SPECIFCIATION CAPACITY 750 VA /800VABATTERY .
  12 V, 25 P ,180 AH ,

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Bandwidth (ISP)
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Internet Service Providers (ISP)

• AIRTEL ENTERPRISES SERVICES
• VSNL - REDUNDANCY

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PARSEC TECHNOLOGIES

• HOW IT WORKS

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Application server

• Perfect License server
• Perfect CC server
• Perfect Tango server
• Perfect Mars server

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DATABASE

• Call Center
• CMSDB
• Cmsdb_customer
• Cmsdb_stats

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Basic Modules
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Perfect Agent
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A GUI based system which enables your agent to-
Initiate Voice logging
Handle ACD Calls Initiate and handle Outbound
calls Manually
Hold, Transfer conference Calls
PerfectAgent
Send text messages to other agents/ supervisor.
Listen to voice messages
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What is new in Perfect Agent

• Session Break-Logout While going on break,
  reason for break can be mentioned
• Session-Timer Break and Block timer displayed on
  agent screen
• Dial Scheduled Agent can schedule a call back
  from the PerfectCMS Agent screen itself
• All the above features empowers the agent and
  provide greater flexibilities resulting in
  improved control and self regulated
  environment.

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PerfectAdmin
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PerfectAdmin provides Call Center configuration
and administration capabilities
Call offer configuration can be set
Call offer to agent can be defined
Configurable agent related definitions
Configurable workstation Related definitions
PerfectAdmin
Configurable service related definitions
Administration related definitions can be
set
Security features through password
Service queue options can be defined.
Wrap-up after call can be defined
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Perfect Reports
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Time between calls reports
Agent accepted calls result Report
Overall call phase reports
call phase reports(Summary)
Call qualification Reports
Agent Productivity Report
call phase reports
Call rate report
Portwise call phase Report
Call Center is capable of Generating many
standard Reports custom designed Reports off
line.
Agent Calls Report
Time between calls-Agent wise Report
List wise call status report
Redial attempts repot
Port usage report
Campaign wise sale report
Call arrival report
Call qualification Reports
Abandon rate report
Call qualification Reports(Summary)
Portwise call phase Report (summary)
Agent Calls Report (Summary)
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What is new in Perfect Reports

• AMD Reports Available in 2 forms Summary and
  Detailed, with filters available for date wise,
  time wise, campaign wise, and list wise.
• The business benefits would be to have a deeper
  look into the AMD statistics to arrive at a
  better performing list data, and find where are
  the performance issues hiding at.

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PerfectCCView
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PerfectCCView gives real time Statistical Data
like..
Agent Status
Message Drop/voice Log statistics
Abandon Call Status
PerfectCCView
Workstation Status
Service Status
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PerfectSupervisor
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Along with PerfectAgent functions,
PerferSupervisor
Barge, coach monitor your agent
Broadcast text message to your agent group
Send text message to a specific agent
Record your agents conversation
Barge and see your agents screen
Have a quality supervisor to supervise your
agents irrespective of the agent group.
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Basic Inbound Modules
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PerfectACD
PerfectACD handles incoming calls distributes
them to appropriate agents based on various
parameters.
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PerfectACD Features
Provision for selecting/modifying services to
forward calls based on
DID/DNIS and/or
Time of call
Provision for customized greetings and
announcements
Agent selection is based on
Most idle
Least call rate
Least talk time
Most skilled
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PerfectIVR
Paragon has an in-built IVR facility. IVRS
can be customized to meet varied application
requirement through an extremely user friendly
tool developed by us .
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PerfectIVR Feature
Integration with the ACD to provide transfer of
call based on IVR input
Connectivity to databases for automated
information delivery if required
Paragon connects with any of the ODBC compliant
database like Oracle, SQL Server or Access
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Outbound Modules
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Perfect Dialer
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PerfectDialer
PerfectDialer, the powerful dialer increases the
calling efficiency of your agents by
automatically dialing the call and connecting
only mature calls to the agents.
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PerfectDialer Features
The dialer has provisions to Adhere to
stringent Regulations set by FTC/ FCC
related to call nuisances, while keeping up
with productivity
Effective algorithm for enhanced call center
efficiency
Dialer runs in preview post connect mode
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What is new in Perfect Dialer
New

• PerfectLeadChurner Multiple number dialing for a
  single record / contact, with provisions to
• Select a max. of 5 tel. Nos. for alternate no.
  dialing
• Define max. try attempts and duration for each
  number
• Round robin or straight dialing
• Customised Outbound Pop-up capabilities to
  integrate with 3rd party CRM / databases for
  fetching the relevant customer profile for the
  paragon screen pop

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PerfectMessage
PerfectMessage provides each service with a
service mailbox, in case no agent is available to
handle a call
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PerfectMessage Features

• Allows the caller to leave a message while
  waiting in queue

• Message retrieval by auto playback to first
  available agent or offline view

• Configurable message retrieval through service

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PerfectPopup
Reduce the effort in customization of inbound
Call center.the generalization can be done either
in call handling and/or fetching data from
Database for simultaneous voice data
presentation to agent screen.
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Optional Modules
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PerfectLogger
PerfectLogger is the in-built voice logger in
Paragon with logging control provided to all
agent terminals.
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Perfect Voice Features
Configurable voice logging for any campaign
with following possibilities

• Always (100)
• Never (0)
• Agent/Supervisor initiated

Playback of recorded files
Voice log retrieval based on campaign name,
agent name, phone no and date

• VOX format to WAVE format conversion utility

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Perfect TeleMonitor
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Remote Telephony Supervisor
A RTS is remotely located and is created for
monitoring purpose only.It monitors the call
center with the help of IVR menus.
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SQL Server Database
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SQL SERVER 2005 ENTERPRISE EDITION

• High Availability Failover clustering and
  database mirroring technology in SQL Server 2000
  will enable enterprises to deliver highly
  reliable, available applications to employees,
  customers, and partners.
• Management Tools SQL Server 2000 introduces an
  integrated suite of management tools and
  management application programming interfaces
  (APIs) to provide ease of use, manageability, and
  support for operating large-scale SQL Server
  deployments.
• Security Enhancements SQL Server 2000 has been
  designed to help provide the highest level of
  security for enterprise data through features
  such as database encryption, more secure default
  settings, password policy enforcement, granular
  permissions control, and an enhanced security
  model.
• Scalability Scalability advancements in SQL
  Server 2000 include table partitioning,
  replication enhancements, and 64-bit support.

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Software / Operating Systems
All Softwares and Operating Systems are Licensed
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Our Network Setup
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Optical Drop on SONET 1/0/0
E1-11 HYD-ISP-ACC-RTR-86
G.703 Modem at Tata Exchange
VAJJA Router
V.35 Modem at VAJJA
ISP Router _at_ Hyderabad
ABTS POI at Bharti Premises
Mux _at_ ABTS Ameerpet Exchange
VAJJA TECHNOLOGIES PVT LTD 1 Mbps Internet Link
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V.35 Modem
Cisco 1800
Leased Line 1 Mbps BHARATHI
Catalyst C2960
Data Jack
Users
VAJJA TECHNOLOGIES ISP CONNECTIVITY
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VOICE PATH (CTI TO AGENTS )
DIALOGIC CARD
E1 Line
CTI SERVER
USERS
AUDIO CODES
STATION ADAPTOR
VOICE JACK
ROUTER
PHONE LINES
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• THANK YOU