Here is the basic idea:
This is a management company which works as human resources for nurses and therapists. They place nurses and therapists in different clinics around the country.
There needs to be a sytem that allows to better manage the calls received at the local call center.
We need someone who has worked on integrating a phone call with software. Their goal is to be able to track, record and print reports based on the calls made to them. They also need to be able to make notes about each call received and upload it into the system so that other employees at the clinic can see it. The call note system, is like a board with comments made about the call, for examples,a clinic calls for 3 nurses, then an employee of the clinic picks up the phone and talk to them. That person must be able to create a note on the system about that specific call so that if someone else looks at it they will know who answer the call and what was done for the caller/clinic which called.
Here are some o the things they expect the system to do:
+Track email, phone calls
+ create call profile of calls, enter what was said so different works don't call two people twice
+ dialer (telephone list must be integrated with dialer , must be recorded in the data base, where the call came from, time and so on)
+ ability to integrate telephone and list, uploaded simulataneously
+recording, uploading capabilities
+ button push queries
+ phone call update all of lists
Ex: in the system will say:
Lisa barnes- updated, she was called, conversation,
+when somenoe sends an email it ideally updates the database.
+ employee must be able to go through records quickly. sequentially updated.
A competitor company of theirs uses "Citrix " which delays the call immediately and directly update stuff in the system data base, it allows all employees to look at same record same time, and updating at the same time.