| For the National employment service (NES), one of the main priorities is the user service, defined by the responsible COs of the Service as networking of all the stakeholders to the data base of vacancies. MDS Information Engineering implemented, with Cisco IP telephone system, a unique IP contact center in the territory of the Republic of Serbia. |
| Thanks to the implementation of Cisco IP telephony and IP contact center, this public sector agency enhanced flexibility, reliability and safety of its user service, its accessibility to both job seekers and employers. |
The basic requirement has been to realize a uniform infrastructure for data and voice transmission. To that end 92 Cisco routers were installed throughout Serbia, IPT and IPCC contact center.
The following hardware was used in the project implementation:
HP DL320 – G3
2 GB DRAM
Rack variants
i softver:
Cisco CallManager - supported by up to 2000 telephones
IPCC – Standard contact center
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Realization of IP telephone system NSZ
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Requirements for implementation of IPCC |
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| The availability of contact center in the main regions of the Republic of Serbia
Contact center accepts 0800 (beneficial) and 0901 telephone numbers in different ways.
Integration with IP telephone system
Integration of 10 agents in the first stage
Simple change of prompts in the application.
The requirements for each city may have different prompts towards the users.
To be extendable wherever agents are needed
The second stage of the project required integration of the agent applications to be integrated with the local data base, and to have intelligent call routing |
| Implementation of IP Contact center |
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Dialing up NES involves the following steps:
Incoming call from the public networks of Telekom Srbija.
IP contact center NES receives the call.
Prompt or MOH is broadcasted for Novi Sad under G.711 Code
DSP resources are needed for Code conversion – G.711 to G.729, namely lowering of bandwidth from 100kbps to LAN and transfer to 24kbps to WAN.
Application of QoS to WAN. LLQ to FR
IPCC transfer of call to the agents in Novi Sad
Free agent in Novi Sad via application accepts the call and accesses the data base |
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| Statistics |
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| The number of calls returned in the period of 6 months – 30000 calls
Average duration of call is roughly 2 minutes
Lower cost of travel for the unemployed
Unemployed persons have free calls to NES |
