Cloud Call Center Development
Budget: ₹150,000 – ₹250,000 INR
1. Infrastructure Requirements:
SIP Termination: A physical SIP connection from JIO terminated at our Trivandrum office location.
DID Management:
A pilot DID to be published for customer calls.
Ability to assign direct dialing numbers to agents from the pool of DIDs.
2. Call Handling Requirements:
Interactive Voice Response (IVR):
Welcome callers with an IVR system.
Provide department selection: Press 1 for Support, Press 2 for Sales.
Call Queuing:
Calls should enter a queue based on the selected department and working hours.
Inform the caller of their queue position (e.g., “You are in the 5th position”).
If no queue exists, calls should be assigned directly to agents using a round-robin method.
Out-of-Business Hours Handling:
Auto-attend calls with an IVR message informing the caller of out-of-office hours.
Provide options:
Press 1 to register a callback.
Press 2 to start a WhatsApp conversation with a virtual agent.
Trigger a webhook with the caller’s number and the selected option (1 or 2).
Call Drop:
If a call is not connected to an agent within 5 minutes, drop the call with an IVR message informing the caller that they will be contacted back.
3. Agent Functionality:
Agent Management:
Create agents and assign direct dialing numbers from the DIDs.
Create agents for internal calling with SIP-based outgoing calls.
Restrict international dialing to specific agents.
Click-to-Call API:
Provide an API to enable Click-to-Call functionality.
Support parameter-based configuration to specify whether the agent or customer number is dialed first.
Remote Agent Support:
Allow agents to connect remotely via a dialer and perform all call-related functions.
Call Conferencing:
Enable agents to create conference calls with multiple participants, including PSTN numbers and internal extensions.
4. Monitoring and Supervision:
Live Call Monitoring:
Authorized managers should be able to monitor live calls.
Managers should have a whisper feature to communicate with agents without the caller hearing.
5. CRM Integration:
Deep CRM Integration:
Enable agents to initiate calls by clicking a button in the CRM.
Dialer compatibility with Windows, Mac, and Linux.
Real-time webhook triggers:
On incoming calls: Include the DID number, the agent who answered, and other relevant details.
On call completion: Send call details to a webhook.
6. Call Handling Features:
Queue Management:
Real-time queue management and reporting.
Auto-call assignment to agents using a round-robin system.
Call Recordings:
Support for call recording with access control.
International Calling: (country code not 91 consider as international)
Allow international calls via SIP-based VoIP from third-party providers.
7. Security and Compliance:
Secure Access:
Ensure agents can securely log in and access the system remotely.
Data Privacy:
Comply with applicable data protection regulations and standards.
8. Additional Requirements:
Scalability:
The solution should be scalable to accommodate future growth.
Reporting and Analytics:
Provide detailed reports on call performance, agent activity, and queue status.
Solution Preference
We prefer ready-to-use products that work and can be hosted locally with one-time license charges, preference will be given to the platform that made with open source technologies like Asterix, Freeswtich
No 3rd Party Network or API calls
The software should not make any 3rd party services, API calls apart from the Webhook we configured
SIP Termination: A physical SIP connection from JIO terminated at our Trivandrum office location.
DID Management:
A pilot DID to be published for customer calls.
Ability to assign direct dialing numbers to agents from the pool of DIDs.
2. Call Handling Requirements:
Interactive Voice Response (IVR):
Welcome callers with an IVR system.
Provide department selection: Press 1 for Support, Press 2 for Sales.
Call Queuing:
Calls should enter a queue based on the selected department and working hours.
Inform the caller of their queue position (e.g., “You are in the 5th position”).
If no queue exists, calls should be assigned directly to agents using a round-robin method.
Out-of-Business Hours Handling:
Auto-attend calls with an IVR message informing the caller of out-of-office hours.
Provide options:
Press 1 to register a callback.
Press 2 to start a WhatsApp conversation with a virtual agent.
Trigger a webhook with the caller’s number and the selected option (1 or 2).
Call Drop:
If a call is not connected to an agent within 5 minutes, drop the call with an IVR message informing the caller that they will be contacted back.
3. Agent Functionality:
Agent Management:
Create agents and assign direct dialing numbers from the DIDs.
Create agents for internal calling with SIP-based outgoing calls.
Restrict international dialing to specific agents.
Click-to-Call API:
Provide an API to enable Click-to-Call functionality.
Support parameter-based configuration to specify whether the agent or customer number is dialed first.
Remote Agent Support:
Allow agents to connect remotely via a dialer and perform all call-related functions.
Call Conferencing:
Enable agents to create conference calls with multiple participants, including PSTN numbers and internal extensions.
4. Monitoring and Supervision:
Live Call Monitoring:
Authorized managers should be able to monitor live calls.
Managers should have a whisper feature to communicate with agents without the caller hearing.
5. CRM Integration:
Deep CRM Integration:
Enable agents to initiate calls by clicking a button in the CRM.
Dialer compatibility with Windows, Mac, and Linux.
Real-time webhook triggers:
On incoming calls: Include the DID number, the agent who answered, and other relevant details.
On call completion: Send call details to a webhook.
6. Call Handling Features:
Queue Management:
Real-time queue management and reporting.
Auto-call assignment to agents using a round-robin system.
Call Recordings:
Support for call recording with access control.
International Calling: (country code not 91 consider as international)
Allow international calls via SIP-based VoIP from third-party providers.
7. Security and Compliance:
Secure Access:
Ensure agents can securely log in and access the system remotely.
Data Privacy:
Comply with applicable data protection regulations and standards.
8. Additional Requirements:
Scalability:
The solution should be scalable to accommodate future growth.
Reporting and Analytics:
Provide detailed reports on call performance, agent activity, and queue status.
Solution Preference
We prefer ready-to-use products that work and can be hosted locally with one-time license charges, preference will be given to the platform that made with open source technologies like Asterix, Freeswtich
No 3rd Party Network or API calls
The software should not make any 3rd party services, API calls apart from the Webhook we configured