Concept of IP Call Center
IP Call Center is a fast and convenient communication system that connects voice calls within a business, and from one location to another without being limited by geographical location.IP Call Center switchboard uses VoIP technology to switch packets of files over the Internet network, which is more modern than other switchboards using circuit switching technology. Information is combined and compressed into multiple voice channels on the signal transmission line. These signals are transmitted via the Internet, thereby significantly reducing installation costs and fees during use.
Benefits of IP Call Center
- Customer care via voice channel.
- Sell and provide accurate information about the company's products and services.
- Bring the image of the business to customers and partners.
- Manage calls and calculate call costs.
- Communication between departments and branches is easy even when located far from the center but at low cost.
Diagram of operation of IP Call Center
Most IP Call Center switchboards apply a system of principles as shown in the following image:
The system consists of input and output devices which are explained in detail in part 4 of the article.
What is needed to install an IP Call Center?
IP Call Center Input Devices
- Telephone switchboard: The system consists of many telephones and electronic devices connected together, in which the telephone switchboard is the central device. The central switchboard is responsible for storing thousands of incoming and outgoing call information from extensions, receiving call signals from other places, and after the data is processed, it will send the signal to the programming desk so that the operator can hear the ringing sound.
- Call management system: This system connects directly to the telephone switchboard, receives stored information from the switchboard and displays it on the computer screen, helping supervisors manage outgoing calls from within the company.
- Cable distribution box: Intermediate device, box used to receive cables from input devices for distribution to other output devices.
- Power supply: Used as a backup in case of power failure.
IP Call Center output devices
- Programming table (key machine): The programming desk is designed in the shape of a telephone, used to install according to the specific requirements of each company. The programming desk has the function of receiving information transmitted from the telephone switchboard and allowing calls to be connected to each extension, displaying information of the extensions to indicate which extensions are in use or in busy mode.
- Telephone (extension): Installed on the desk, each extension is programmed with a fixed number, helping to connect conversations from within the company to the outside or internally to each other.
- Fax machine: Has the ability to transfer a document from one place to another via telephone lines.
