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The automatic telephone complaint handling application enables the booking of complaint without the intervention of the operator. This helps in maintaining the services efficiently in the slack hours as there is no need to man the position.
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| This service is provided to book the faulty telephone number. The system welcomes the caller and it asks the caller to dial the faulty telephone number. After receiving all digits, the system searches the database for the dialed number. If the number is not booked then the system asks to dial the calling number, fault type and books the complaint and announces the new docket number for the corresponding dialed telephone number. If the dialed number is already a booked number and the fault is not yet rectified, then the system announces the old docket number that has been registered already.
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| Automatic Line testing
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The system will automatically test all the faulty numbers by interacting the OMC port of the switch . The line parameters are verified with the test result and the corresponding fault will be identified and it will automatically update the database of the fault repair system. It will also allot the fault to the concerned lineman .
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Lineman interaction |
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The responsibility of the lineman in a telephone company is to rectify all the complaints registered by the subscribers. The system will facilitate the lineman to dial the IVR system and take note of the complaints pertaining to their area/section. The system will provide the faulty number , type of fault and address of the location. This makes lineman attend the faults quickly without referring the supervisor to know the pending complaints. This will make lineman to attend more number of complaints. The system has additional facility which will make the lineman to inform the system regarding completion of the complaint with the fault type. The system will do line testing after the lineman clears the complaint and verify whether the line parameters are alright.
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| Subscriber Dialing
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When the system finds the complaint is closed, it will make an outbound call & prompt the caller to dial "1" or say "yes" if he is satisfied with the working or dial "2" or say "No". The "2" dialed cases are registered for further process where as "1" dialed cases are cleared from the complaint database.
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| Features |
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Supports Analog and Digital lines.
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Supports Inbound and Outbound service.
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Online database connectivity.
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Automatic escalation processes.
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Generates MIS reports.
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GUI based settings.
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Supports all standard Telco packages like Commandir, Dotsoft, Cells etc...
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Supports line testing on E10B, C-DOT, Alcatel, Siemens, NEC, OCB etc.
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Offline complaint
booking is possible.
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