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The Voitra Services Platform (VSP) optimizes the customer experience by incorporating call session tracking, and provides interfaces to third
party work force management tools for monitoring, shedualing, recording, and reporting.
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Every element of the VSP platform supports the Simple Network Management Protocol (SNMP).
Using the network management application we supply, or any third party SNMP management tool, vital system statistics can be polled,
error conditions can be trapped, and threshold alarms for variables such call holding queue size, average hold time, operator average
waiting time, and operator average call time, can be set.
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Call Detail Records (CDR's) are generated for every call state transition and billable event. CDR records provide detailed analysis of per call events including:
agent handling, billing validation, call placement attempts, call completion, and billing. In addition to per call information, system usage and
opertor statistics are also recorded. Reports can be created from CDR and system information with Voitra's reporting tools or any third party reporting
application supporting Open Database Connectivity (ODBC) |
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The VSP Billing Server compiles CDR records to rate and bill the call. Billing is generated as standard Exchange Message Interface (EMI) records, compatible with
most downstream billing services.
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