Centralized Dialing for Distributed (Work from Home) Agents Centralized Setup

Hosted solution ensures that there will be no server at the agent’s location. Central Data Center hosts call center application server, web server, database server and dialing server. Apart from these servers, it has PRI line
for connecting to the agents at each dealer location and PRI Lines/ GSM gateways for dialing to the end customer.


Data Center at the centralized location have application server which is used for login, logout, monitoring,
agent pop-up, ACD ( Automatic Call Distribution) etc., based on the load distribution requirement other server
functions can be implemented in same or in different server.
Agents are connected to the center server through Internet connection for the data exchange and PSTN for the
voice calls. Central server will have PRI interface for connecting to the agents at the dealer location and and
GSM interface for connecting to the end customer.

Call Center Remote Login Call Flow for Inbound Calls

Call from the end customer will be received on the PRI/ SIP/ GSM interface. This call will be forwarded to the
agent’s phone at his home location. Agent’s phone can be landline/ FWP/ feature phone or a smart phone. Once
they receive the call a pop-up will also be give at their PCs containing the details of the customer.

Call Center Remote Login Call Flow for Outbound Calls

Calls can be initiated through preview or progressive dialing or Agents can use click to call links at their desktop
devices. Calls will be initiated from the centralized server and once customer pics up the call it will be given to
the agent’s phone.

Call Center Remote Login Call Flow for Outbound Calls

Calls can be initiated through preview or progressive dialing or Agents can use click to call links at their desktop
devices. Calls will be initiated from the centralized server and once customer pics up the call it will be given to
the agent’s phone.

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