scope of work -silicon india

8/7/2019 Scope Of Work -Silicon India

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Scope of Work

For

Silicon India

4th

March 2011

Prepared By:Karthik Raja



Index

Introduction to Unique Performance: ................................................................................... 3

Architecture Diagram ........................................................................................................... 3

Scope of work defined for Silicon India: ............................................................................... 4

CONTACT DETAILS: ............................................................................................................... 7



Introduction to Unique Performance:

Unique Performance. (www.uniqueperform.com) . We are one of the best technology providers for

Call/contact center & Business Communication industries.

UP technologies is a leading provider of complete call center, office communications and application solutionsdedicated to designing, integrating and customizing advanced call center technologies and products. Our callcenter solution is a true integration of key contact center components into a single system that lets youconcentrate on your key business activities rather than technology integration. We provide Call Centerhardware, software; custom made CRM application, Workforce Management and Business Intelligencesolutions.

Architecture DiagramWith Softphones:-



With Hardphones:-

Scope of work defined for Silicon India:

Inbound:

1) E1 lines are terminated to the gateway in which the call comes in.2) From gateway TDM signals are converted in to IP (Packet switching) and transferred to UP server.

3) IVR played to caller.4) IVR customization for database integration and other customizations like CRM integration as per

requirement.5) Call transfers to the agent by Automatic call distribution(ACD)6) All calls are recorded.



7) Reporting data are stored in the database.8) Reporting customizations as per requirement.

Outbound:

1) The Leads are uploaded in the dialer.2) The UP Server initiate the calls3) Adherence to call compliance and regulatory

4) When the live call is detected the dialer transfers the call to the available agent.5) The calls are recorded in the recording server.

Additional Features:

1) Call Barging ( Can barge the calls and listen to what the agents are speaking)2) Can make three or more conference calls3) The calls can be routed to skill based agent.4) All the calls can be recorded.5) Easy Scalability6) Remote login available.



Hardware Requirements:-

1) Dialer Server2) Database and recorder server3) Digital PRI Cards4) IP phones or USB head sets.

CIC server specifications:

Processor: Dual (2) Dual core 3.0 GHz or greater processors with 1MB L2 cache (fastest availablerecommended)Memory: 2 GB system RAMAdapter: Single or dual channel U320 SCSI adapter with support for RAID 1 [High PerformanceController]

Hard drive: Four U320 SCSI hard drives (RAID 1 + RAID 1 configuration)Optical drive: DVD-ROM driveNIC card: 1000 MB

Database server:

Processor: Dual (2) Dual core 3.0 GHz or greater processors with 1MB L2 cache (fastest availablerecommended)Memory: 2 GB system RAMAdapter: Single or dual channel U320 SCSI adapter with support for RAID 1 [High PerformanceController]

Hard drive: Four U320 SCSI hard drives (RAID 1 + RAID 1 configuration)Optical drive: DVD-ROM driveNIC card: 1000 MB



CONTACT DETAILS:

Karthik RajaUnique Performance Technologies.

BANGALORE.Karthik@uniqueperformance

+91 9008599332www.uniqueperform.com

scope of work -silicon india

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