===== Conditions for Call-management System =====

===== 6. Conditions for Call-management System =====

Call-management System manages incoming and outgoing telephone calls:

1. Should be ODBC etc. compliant 

2. Web and Cloud compatible

3. Skills-Based routing

4. Unified Messaging

5. Agent / Salesperson tagging - to see who is succeeding / lagging behind

6. Centrex compatible

7. Three month trial - if we are not happy with it we’ll arrange a rental payment

8. Mobile, Palm, WAP etc

9. Contacts should be able to be linked to other contacts - i.e. if our customer deals with a Housing Association, we should be able to see this contact on their address details screen.

10. Compatibility with Linux, Mac

11. Manage and Supervise the various Teams: Pre-Sales, Post-Sales, Complaints etc.

12. The system should have ’’Context-sensitive smart tags" like MSWord 2000/InfoPoint/MapPoint, where a postcode entered becomes a hotlink to the Internet-based mapping system - a directions map can be generated at the click of the link. 
Idea: Move the Directions Field to the Jobs File, place it next to the Map URL Field and delete all Maps that we pasted in from Royal Mail's Postcode Finder.

13. The Database should have a web based customer satisfaction survey similar to Customer Satisfaction Survey - See: http://www.surveymonkey.com/Home_Videos.aspx

14. TxT from within ordering system directly to engineer’s mobile

15. Enable users to follow progress of calls / cases history online

16. Screen popping when someone calls in, with ID so that the Shadchan knows who’s calling

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