Introduction to the Business:
The business is a consulting service delivered over the telephone. We would like to implement Asterisk. I have a number of staff each of them sit on the phone and call our clients for 1hour sessions. Clients typically come back for more sessions and we like to book them 4 1 hour sessions over 4 weeks. After a session the customers credit card is charged an amount. This transaction needs to be displayed in a customer portal. The customer portal also needs to include all of the hour long recordings. We will obviously need to acquire some serious HDD space.
Sometimes our customers will change their minds and move appointments. We need to be able to work with this. We also need to be able to display multiple calendars or one calendar with each consultants appointments. The consultants should in theory live in this system. this way they will know from the calandaring component the items they have on each day.
I would like to completely automate our business. So we need to start at the web site, I ill provide 5-10 generic pages for the normal public website guff. The website is where customers are registered they also have a choice of consultants to work with. They then need to be able to book in appointments. Booking an appointment needs to calendar that consultant unavailable during that time so no consultant is ever double booked. At a glance consultants should be able to see what everyone calandat looks like.
Sometimes we do group sessions and so each customer record needs to have next of kin phone number available thus allowing us to call the client and their next of kin or associate, husband wife etc.
A Day before each call we would like to send either an automated Voice call or SMS to our customer reminding them that they have a call the following day as well as the time the call will occur.
On the day of the call, we need to apply some logic to ensure the consultant is available or off the previous call. If they are the Asterisk server needs to call the consultant and then call the client. we need to record the entire conversation. This needs to be made available to each user after they log into the portal. This portal should allow client to change address and contact details and also view and or make payments via a payment gateway.
Each consultant will need to have their own customer management section which will allow the consultant to take notes on each customer during the time they have a session. This needs to be available so they can refer to it again at another time. Also if a new consultant takes on the client they need to be able to access this information however it needs to be clear who is making the comments in the contact log. The administrator should also be able to barge in and monitor calls. I think this is standard with Asterisk anyway.
This service has a number of key components
1. CMS with a long notes area so consultant can record each conversation
2. Accounting package so we can see all transactions from each client call with an account balance and transactional table
3. Payment gateway connection
4. Reporting for each consultant
a. Payments collected / payments outstanding
b. # of active clients
c. Calls for the week
d. Revenue for the week
• Asterisk solution (assumed)
• Schedule calls and schedule consultants
• Payment gateway for VISA , AMEX, MC, Diners
• Pay on line in customer portal
• Personal information and contact details which are changeable
• Username and password changes
• View recorded Calls
• Update notes
• Calendar for outstanding calls.
• Transaction history
Customer management system
Ability for Administrator to assign clients to certain consultants
Ability to send Introduction email from template
Ability to send an account overdue email
Ability to send payment of invoice email
Ability to forward a call off to a payment IVR that hooks up with the payment gateway (via asterisk).
Ability to track the history of when the client has had scheduled meetings and notes attached.
Reminder call the day before to say you have a consulting call at X:00pm the following day press 1 if you need to speak to a scheduler.
Email link to site with username and password outlining new recording and payment receipt available on line.
Scheduling a call
Ability to reschedule a call
Assign consultant to call and customer to call. Auto call
Some indication the hour is coming to an end maybe a Beep at 3 minutes and 1 minutes and auto disconnect at 60mins
Ability to reconnect if the call drops out during the process and how to manage this.
Ability to invite in a third party for a conference call.
Out of office message
Cost control > how much each call has cost to complete
About the business
Who should call
What to expect
Request a booking
Change personal details
View outstanding balance