I Serve Features
I- Serve comes with a variety of base features to meet any organization's needs for management and functionality.
User Friendly Web Interface- Gives I-Serve Service Users a complete Online Real Time Access to TTSLs Next Generation Network & IN (Intelligent Network) Platform. With the Flexability of Define and Change call Routing feature - orgainsations can via a web interface define the termination numbers on real time basis as well as change the destination numbers as per their business requirements.
Basic Advanced Features
Our advanced I- Serve features offers a bundled solution that can help your organization track I- Serve calls, route calls based on your organization's needs, and safeguard your I- Serve traffic against long-term service interruptions.
- Geographic/Point of Call Routing
- Time of Day/Time Interval Routing
- Day of Week/ Year Routing
- Percentage Allocation Routing
- Condition Based Routing
- Call Area Selection/Tailored Call Coverage
Geographic/Point-Of-Call Routing
Geographic/Point-of-Call Routing allows organizations to route calls made to a single I- Serve number to different terminating locations pan India. For example, you may have callers nationwide call a central customer service number and then route them to regional customer service representatives. This routing is based on each call's point of origin, as defined by state, area code, or area code and exchange.
Geographies are identified in IN based on the originating number CLI (Calling Subscriber). Hence fixed numbers (Calling Number) can be defined for a city level / circle level routing while mobile numbers can be defined for a circle level routing.
Time of Day/Time Interval Routing
Time of Day/Time Interval Routing allows organizations to route calls made to a single I- Serve number to different answering locations, depending on the time of day. For example, if your customer service department is closed, you can route callers to an office that is open. Up to 8 time periods can be defined by the customer.
Day of the Week/Year Routing
With Day of the Week/Year routing, your organization can send calls to different locations, based on the day of the week or Date of the year. If you have someone on call during the weekend, for instance, your callers can still get through if they are routed to the on-call party's number. Organizations can designate different routing plans for different locations, based on pre-defined holidays or events.
Percentage Allocation Routing
Percentage Allocation Routing allows your organization to route calls based on staffing levels. If one location is short-staffed, you can split calls to a single I- Serve number, so these calls go to two or more answering locations. The call split is based on a percentage distribution that you designate. Based on the call handling capacities, the load can be balanced between the various destinations/access lines. Upto 8 scenarios with different terminating numbers can be defined by customer.
Condition based routing
The idea is to manage call levels and peak volumes by establishing thresholds for each center. Then, calls can be held in a network queue, or re-routed to secondary locations, so the caller never hears a busy signal. Calls at the destination can be re-routed to a different destination number in following conditions via web interface.
Call Area Selection/Tailored Call Coverage
Call Area Selection/Tailored Call Coverage allows your organization to selectively block incoming calls from specific originating areas. In this way, you can shape your area of I- Serve coverage to match your potential callers.
- Allow List- Only specific call origination numbers (Calling Number) will be allowed to terminate. Specific numbers or even STD/Mobile codes can be defined in white list. E.g. Customer can define only calls from Delhi should terminate at the Delhi call center.
- Dis-Allow List- Specific call origination numbers (Calling Number) will be blocked. Specific numbers or even STD/Mobile codes can be defined in black list. E.g. Customer can define all calls from Delhi should be blocked.
- Number Specific Exception List- Each customer can define up to 50 individual numbers either is Allow/ Disallow list per I - Serve number
More Advanced Features
I- Serve Service also offers more advanced additional features, these additional features are packaged separate to Basic Advanced features and are designed to provide advanced options for Enterprise customers to address their customers.
Menu Based Routing
Menu Based Routing feature allows the incoming call to be routed to a DTMF menu, where routing choices are made by the customer based on the customized IVR for each customer. Example of Menu Routing:
“Press 1 for customer Serve, 2 for the sales department and 3 for technical support. If you know your party’s extension, please press 9.”
Up to 20 scenarios with different terminating numbers can be defined by customer.
PIN Based Routing
If the service subscriber wants only certain group of people to access their service, then they can set a PIN for all incoming calls so that only authentic calls are further processed by the IN system to the service subscriber. The PIN length will be 4 to 6 digit. Customer will be given PIN range which can be further distributed by the customer to its consumers Upto 8 scenarios with different PIN range mapping with terminating numbers can be defined by customer. There will be no limit of PINs which can be allocated to customer, however if the respective PINs are not used for 6 months on continuation same will have to be re-utilized for a different customer.
