Innovative Lsung fr ein Customer Interaction Center

1
ICare Contact Center Solution Example Scenario
Inbound Call
TK
ICare Contact Center
PSTN
Phone
T1 / E1
Media Routing Server (VCE)
Customer Care Server (ICare)
Agents
T1 / E1
Switch
Fax
CRM- System
Other applications
Internet
Supervisor
E-Mail
LAN
2
ICare Contact Center Solution Example Scenario
Inbound Call
TK
ICare Contact Center
PSTN
Phone
T1 / E1
Media RoutingServer (VCE)
Customer Care Server (ICare)
T1 / E1
Agenten
switch
Fax
CRM- System
Other applications
Internet
Supervisor
E-Mail
LAN
3
switch
Remote
MRS
T1 / E1
IP
T1 / E1
IP
IP
Intranet
PSTN
LAN
local
Phone
T1 / E1
Fax
IP
T1 / E1
Remote
switch
4
switch
Remote
MRS
T1 / E1
IP
IP
T1 / E1
IP
Intranet
PSTN
LAN
local
Telefon
T1 / E1
Fax
IP
T1 / E1
Remote
switch