We've completed the development of the software for the call center of Russian consular offices in the Spain.
For a long time phone operators was forced to use inconvenient text files and spreadsheets situated in a shared folder. Since now for data entry they will use special client application and the database. It greatly reduces requests registration time and minimizes the risk of data corruption. Authorized employees of consulate in Barcelona and consular office in Madrid will view and print attendance schedule right from the web site of the consulate.
Features:
- Fast entering of incoming requests and automatic validation;
- Support for any number of simultaneously working operators;
- Requests search facility;
- Flexible declaration of schedules for different departments;
- Automatic data publishing to the central server.
Let's consider the scheduling subsystem in more details. For a long years of operation, employees of consular offices elaborated complex rules of attendants receiving. The rules proclaims all possible questions, visiting days and hours, limitations for questions of certain type that can be solved on each day. Every department has its own set of rules.
To bring together those disembodied sets of rules and constraints, we've developed a format of schedule definition and the architecture of pluggable validation classes. Configurable validation process allows to check the schedule even with a most complex constraints set.
System has three main components: operator's workplace application, call center database, central database with web access. During the day client application works with call center database in local area network. At defined moments of time, specialized web-service is being contacted for publishing of the data to the central server. Control of employees' access to the data of central database is performed by ForceField.NET - user rights restriction system build into the site of the consulate.