Functional Prototype of an Automatic Call Management System with IVR
Budget: $30 – $250 USD
Project Objective:
Develop a functional prototype of an automated call management system using Twilio. This prototype will enable the reception and queuing of incoming calls, agent assignment with call recording, and real-time supervision. The system will manage both incoming and outgoing calls, ensuring a smooth experience for customers while optimizing the workload of the call center. An API based on a state machine will be implemented to handle the IVR flow, along with a modern web interface using Blazor.
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IVR Call Flow with Twilio (Prototype)
1. Customer: Calls the call center number.
2. System: Automatically responds with a welcome message (e.g., "Welcome to [company name]'s customer service center").
3. System: Requests the customer's ID number (NDI).
Example: "Please enter your identification number using the phone keypad."
4. System: Validates the ID number:
If correct: A personalized welcome is given with the customer’s name ("Welcome, [customer name]").
If incorrect: Requests the customer to re-enter the number or transfers them to an agent for assistance.
5. System: Queues the call based on the customer's priority level.
High-priority customers are placed at the front of the queue.
6. System: While the customer is in the queue:
Informs them of their place in the queue (e.g., "You are number [X] in line").
Provides an estimated wait time (e.g., "Your estimated wait time is [X] minutes").
Plays a set of audios while the customer waits (music, company messages, etc.).
7. System: Assigns the call to an available agent using round robin.
8. Agent: Takes the call. The system automatically starts recording the call.
9. Supervisor: Has the ability to listen to the call in real-time and can intervene if necessary.
10. System: If no agents are available and the wait time exceeds 5 minutes:
If the customer’s phone number is registered:
The system ends the call and informs the customer they will be called back within an hour.
If the number is anonymous:
The system ends the call after informing the customer to try again later.
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Project Components (Functional Prototype):
1. IVR Management API:
Description: Programmed using a state machine to control the flow of incoming calls. The API will handle customer interaction, including ID validation, priority-based queuing, agent call assignment, call recording, and callback functionality when no agents are available.
Key Features of the Prototype:
Call queuing with priority.
Call assignment to agents using round robin with Twilio TaskRouter.
Real-time call supervision.
Automatic call recording.
2. Blazor WebAssembly FrontEnd:
Incoming Calls: Interface to view and manage real-time calls, allowing agents to accept and manage incoming calls.
Outgoing Calls: Interface that allows agents to make follow-up or callback calls when calls could not be answered in time.
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Technologies to Use (Functional Prototype):
Backend:
Platform: .NET Core 8.
Language: C#.
Architecture: Microservices with Minimal API.
State Machine: To control the call flow in the IVR.
Twilio: Manages incoming calls, queuing, and call distribution.
Twilio TaskRouter: To manage call routing to agents.
Frontend:
Framework: Blazor WebAssembly.
Development Environment: Visual Studio.
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Required Freelancer Skills:
Languages and Frameworks:
Advanced proficiency in .NET Core 8 and C#.
Experience with Blazor WebAssembly for frontend development.
Experience in designing and implementing microservices using Minimal API.
Integrations:
Extensive experience integrating with Twilio for call management.
Knowledge of Twilio TaskRouter for call routing and distribution to agents.
Experience with call recording and real-time supervision tools.
IVR Development:
Knowledge of state machines to manage call flow within the IVR.
Tools:
Proficiency in Visual Studio as the main development environment.
Github
Develop a functional prototype of an automated call management system using Twilio. This prototype will enable the reception and queuing of incoming calls, agent assignment with call recording, and real-time supervision. The system will manage both incoming and outgoing calls, ensuring a smooth experience for customers while optimizing the workload of the call center. An API based on a state machine will be implemented to handle the IVR flow, along with a modern web interface using Blazor.
---
IVR Call Flow with Twilio (Prototype)
1. Customer: Calls the call center number.
2. System: Automatically responds with a welcome message (e.g., "Welcome to [company name]'s customer service center").
3. System: Requests the customer's ID number (NDI).
Example: "Please enter your identification number using the phone keypad."
4. System: Validates the ID number:
If correct: A personalized welcome is given with the customer’s name ("Welcome, [customer name]").
If incorrect: Requests the customer to re-enter the number or transfers them to an agent for assistance.
5. System: Queues the call based on the customer's priority level.
High-priority customers are placed at the front of the queue.
6. System: While the customer is in the queue:
Informs them of their place in the queue (e.g., "You are number [X] in line").
Provides an estimated wait time (e.g., "Your estimated wait time is [X] minutes").
Plays a set of audios while the customer waits (music, company messages, etc.).
7. System: Assigns the call to an available agent using round robin.
8. Agent: Takes the call. The system automatically starts recording the call.
9. Supervisor: Has the ability to listen to the call in real-time and can intervene if necessary.
10. System: If no agents are available and the wait time exceeds 5 minutes:
If the customer’s phone number is registered:
The system ends the call and informs the customer they will be called back within an hour.
If the number is anonymous:
The system ends the call after informing the customer to try again later.
---
Project Components (Functional Prototype):
1. IVR Management API:
Description: Programmed using a state machine to control the flow of incoming calls. The API will handle customer interaction, including ID validation, priority-based queuing, agent call assignment, call recording, and callback functionality when no agents are available.
Key Features of the Prototype:
Call queuing with priority.
Call assignment to agents using round robin with Twilio TaskRouter.
Real-time call supervision.
Automatic call recording.
2. Blazor WebAssembly FrontEnd:
Incoming Calls: Interface to view and manage real-time calls, allowing agents to accept and manage incoming calls.
Outgoing Calls: Interface that allows agents to make follow-up or callback calls when calls could not be answered in time.
---
Technologies to Use (Functional Prototype):
Backend:
Platform: .NET Core 8.
Language: C#.
Architecture: Microservices with Minimal API.
State Machine: To control the call flow in the IVR.
Twilio: Manages incoming calls, queuing, and call distribution.
Twilio TaskRouter: To manage call routing to agents.
Frontend:
Framework: Blazor WebAssembly.
Development Environment: Visual Studio.
---
Required Freelancer Skills:
Languages and Frameworks:
Advanced proficiency in .NET Core 8 and C#.
Experience with Blazor WebAssembly for frontend development.
Experience in designing and implementing microservices using Minimal API.
Integrations:
Extensive experience integrating with Twilio for call management.
Knowledge of Twilio TaskRouter for call routing and distribution to agents.
Experience with call recording and real-time supervision tools.
IVR Development:
Knowledge of state machines to manage call flow within the IVR.
Tools:
Proficiency in Visual Studio as the main development environment.
Github