Technology

 

INTRACALL is the up-to-date platform for parallel handling of all contact channels. This real multi-channel application not only supports today’s contact channels – particularly the phone - but also future-oriented ones and even those that have still not been invented! Thus the integration of mobile wireless technologies using GPRS is just as easy to contemplate as UTMS.

 

In telemarketing, INTRACALL supports additional processes in the call centre, such as direct transfer of personalized

serial letters. Back-end/front-end separation means that INCAS can vouch for a high level of no-risk investment. No adaptation of the web-based user front-end is normally needed with server updates. A technological innovation is thus

possible without frontend change for your staff. INTRACALL is easily integrated into both conventional telephony and

“Voice over IP” environments. Thus pure IP contact centres can be set up. A homogeneous communications structure simplifies IT and phone servicing and costs can be cut.

 

INTRACALL's central component is the INTRACALL server. It receives events via the various contact channels and directs them further as calls from Web pages via its client to the Web server. Events refer, for instance, to an inbound call or an inbound e-mail.Communication is done centrally from a server to a multitude of clients as shown in diagram form below:

 

 

PBX etc. reports events to the INTRACALL server which standardizes them and passes them on to the Java Applet INTRACALL client. It, in turn, is permanently connected to the server via TCP/IP. On the basis of events through CGI, the Java Applet calls up WWW pages and gives them system variables, such as source and target phone numbers.

The process is currently being registered as a patent:
German patent No. 100 57 530.7, European patent No. 01 127 676.3

The following processes allows the INTRACALL server to communicate with its environment:

• CTI server (produces the CTI interface to the PBX)
• Voice-Router (puts up the routing and voice interface to the PBX or to an upstream or parallel connected system)
• Mail router (retrieves e-mail from any mail server)
• Chat server (1:1 chat between agent and customer)
• Power dialer (provides data for outbound actions)
• Log server (receives log data from INTRACALL servers and files them in the database)
• Database server (defines the configuration for the INTRACALL server)

All the services can be shown as follows: