Office Telephony Chimeras: Talking About FMC
If you look for articles about FMC on computer publications, you can stumble upon the article “What is FMC?” In PC Week of January 2006. The article on the past conference is not so indicative as the commentary on it, as far back as November 2012, “An article from 2006, and people still don’t realize the effectiveness!” We think that you can leave exactly the same comment dated 2016 - and this is not because something is wrong with the technology, but because it developed against the backdrop of the boom of virtual telephone exchanges and remained in the shadows.
Services based on FMC technology can be found in the portfolio of corporate services of mobile operators since about 2010. However, services were not easily promoted, partly because it was more profitable for the operators to implement other solutions, partly because subscribers did not receive information about the benefits and advantages of FMC, and did not even know what kind of technology it was. In fact, there is something to talk about, especially for small and medium-sized businesses. In general, as bronzed copywriters write: “Are your employees not mobile enough? Then we go to you!".
The article will focus on Fixed Mobile Convergence / FMC and how this technology is related to the Mobile Employees Telphin service . When developing the service, we were faced with interesting points and subtleties. We are sure that it is worth talking about them.
According to a study by J'son & Partners Consulting, “despite the fact that the FMC corporate services market in Russia has been developing for more than 10 years, its volumes remain very modest - less than 1% of the total number of corporate mobile users. Nevertheless, at present, good prerequisites have been created for more intensive development of the FMC market in Russia with market growth rates exceeding the growth rates of mobile and fixed communications in the corporate segment. The industry has mainly gone through the process of consolidating mobile and fixed line operators, operators are actively looking for ways to increase ARPU and profitability, including through convergent services, and the benefits of FMC are quite obvious for corporate users. ”
FMC (Fixed Mobile Convergence, Converged Communications) is the integration of mobile / mobile / GSM telephony with a corporate telephone exchange, an internal corporate network with a single numbering plan and common call management rules for office and mobile phones. In general, if we talk about convergence of networks, then in fact it is the convergence of various networks: mobile communications (it’s also cellular), public telephone networks (what they used to call a landline phone), IP-telephony. This means that services are created at the intersection of technologies, using various elements of infrastructure.
The remaining terms, in principle, are already known to almost everyone, but just in case, we recall that they mean:
What does FMC give? This will be described in more detail below, but for now a few examples that everyone has come across.
Briefly summarized, specifically in our case, this is the incorporation of employees' cell phones into corporate telephony, that is, the coverage of all working (and sometimes non-working) time and all official negotiations.
Whatever the business, the main thing that it has is employees, customers and the product. And almost in any company there is a group of people who face one of the most difficult tasks: to be the employee who will sell the product to the client (retail, purchaser, wholesaler, dealer, network - it doesn’t matter anymore). And there is a group of problems that are guaranteed to arise and can be solved in 99% of cases with the help of technology.
The critical point is the lack of a single information field for the client, the need to force him to search for the right manager. Each additional call can lead to loss of the client, because this is his time, which is not subject to inflation and has long been worth much more than money. Particularly acute is the problem facing companies working in the field of B2B and B2G - here the issue of business reputation is at stake.
The service is compatible with any office PBX, including the Telfin.Office PBX . The service has a federal scale of coverage, or rather, there is where there is a cellular communication of the operator whose SIM card is involved in the convergence scheme. To activate the service, you need to buy new operator’s SIMs, since it is highly likely that the FMC service is not connected to SIM cards already connected. At the same time, there will be no problems on the part of Telfin - we set up telephony remotely, we conduct electronic document management. If the company has an extensive network and service is needed in several branches, then you can conclude a contract from the central office for services in the right regions.
After the bureaucratic paragraph - to the point.
Let us examine in the diagram what exactly happens when the Mobile Employees service is connected.
From the picture it is easy to make out the concept of FMC:
PSTN - public switched telephone network, includes any external numbers with which the company interacts. Now, when calling from a mobile to a public network, the call goes through the office PBX. The outside party saw the company number. The conversation was recorded. The data about the call came to the PBX and other analytics systems.
A similar scheme works in the opposite direction, only the arrows are changed to the opposite. An external call arriving at a mobile employee transfers the correct data of the caller to the company’s PBX.
Will the scheme change if the office does not have fixed / fixed telephony? Will not change. A client's PBX can be part of a Telfin virtual PBX, a traditional PBX, Asterisk, or something else. The essence is the same:
If the client uses a hybrid solution combining virtual and iron exchanges, then the FMC scheme is also feasible:
Summary. Whatever the corporate communication network is, after setting up, calls from mobile networks will be able to go through the corporate network. Now all telephones, even cell phones, have become part of the corporate voice network. Mobile phones received an extension number.
To begin with, we recall how we receive a call using an extension associated with an office phone. An incoming call to the city number of the company falls into the voice menu. And if you add an extra one (for example, 200), then this call gets to the person "on the table." The desk phone rings, the person picks up the phone and starts a conversation. But if a person has lunch or goes on a business trip, then the desk phone rings and rings. Already felt this overwhelming irritation?
Lunch, a business trip, and often a cold sick leave in the harsh world of business, ceased to be an excuse not to answer calls, so over time they began to connect call forwarding. Now, when the office phone rings, after two or three seconds, the cell phone rings as well. What does a person see on his mobile? Own company number where the call forwarding came from. As a result, in the case of a missed call, it is difficult to understand who called. In addition, call forwarding is recorded in the PBX as an outgoing call to a mobile (although this is initially an incoming call, which should also be included in the history of relations with the client). Bottom line: confusion, who and when called, it is difficult to find a call in the PBX, there is no mark about the conversation in CRM, there is no recording of the call.
Another way to save data about calls from cellular is to install a special application on your mobile phone (softphone, softphone). Mark this softphone as a separate extension number in the telephone exchange. It will get better: and calls will be recorded, and the original number of the caller will be indicated. But the softphone works only through the Internet, and if the connection speed drops or the person is outside the 3G, 3G +, 4G networks, the conversation will most likely not take place, at least because of the quality of voice transmission.
What happens when the Mobile Employees service is used? We insert a special SIM-card, connect the service. And if earlier there was just a mobile number, now it will be a full-fledged extension, which, moreover, is easy to remember. Previously, the number was “911-xxx-xx-xx”, now it has become “200” and is allocated separately to the telephone exchange. These three numbers are on the desk phone, on the softphone, and now they will be on the cell phone. So mobile becomes part of the corporate network. Now you can see who is calling - the original subscriber number. If I miss this call, then I call back as I'm used to - with one click on the number I missed. If I want to clarify information with a colleague, I transfer the call from mobile to an additional colleague. I participate in conference calls, record conversations, keep statistics of calls - and all this from a mobile. Almost happiness and relative harmony.
If now I dial three digits from my mobile, the PBX will understand and transfer to a colleague with the corresponding extension. A colleague will see that he is not calling an abstract mobile phone, but I’m calling from an extension. Yes, mobile resources are used here, but this is still an internal PBX call (here it is, affordable and simple convergence). Conventionally, these are two phones inside my office, so I assign what numbers I want to assign them to be determined. This is an internal connection, it does not apply to other telephone networks in any way: I do not pass on my two boxes of what I want, I do it.
If you make an outgoing call to external (relative to the office), cellular or landline phone numbers, it is time to apply the rules. For user convenience, the following rule applies. If you call through the asterisk (*), you call at work, if through plus (+), then on personal matters. Let’s see what happens in each case.
For example, I’m calling a customer. From my mobile I’m dialing a number from the asterisk:
If I call from a mobile on a personal matter, I want the company not to record (and, if necessary, not listen) personal conversations. I dial the usual number without an asterisk, starting with a plus:
This division of calls is not accidental. External personal calls do not go through the PBX and are not recorded. The company does not store third-party conversations, and the employee does not have a persecution mania. It is logical that on whose network the call went, so it is charged. Those calls that are from +7 are personal calls. For personal calls, the owner of the SIM card pays, as they go through the mobile network of the mobile operator (the cost depends on the package chosen by the mobile operator). What starts with an asterisk (*) - goes as part of the Mobile Employees service, is charged according to the Telfin service fee.
How it connects
An agreement is concluded with us and the mobile operator, SIM cards are connected, routing rules and integration with corporate programs are set. With existing SIM cards, setup takes one day.
There is a mobile extension in the telephone exchange interface of the Telfin.Office PBX if the client wants to configure Mobile Employees independently.
To enable the service:
1. Open in the PBX “Settings”, the item “Employees and Queues”.
2. Go to the settings of the extension, which is dedicated to mobile.
3. Select the extension "Mobile employees", indicate the mobile number.
4. Click "Save."
If the user did not succeed or have questions, we will always help. Firstly, we will save the client setup time. Secondly, we will evaluate the convenience of our implementation of FMC and make adjustments if the market needs to change functionality.
One client came up with such a request. In the area where he works, there are big problems with the Internet, both landline and mobile. In addition, the company’s loyalty program employees have been given smartphones, which they are happy to use as their primary telephone for both personal and business communication. More than half of the employees are constantly traveling to customers and dealerships, they need to answer customer calls, a fixed connection does not help. We needed a solution for GSM, which, moreover, was supposed to make friends with server-side CRM.
They transferred employees to FMC-SIM cards with a corporate tariff, activated the Mobile Employees service, and began to wait for the effect, which became immediately noticeable.
Gradually, the client went on to complicate the office communication scheme: those who wanted could have two cell phones and, for example, receive calls on one in the morning, on the other in the afternoon, and set up voice mail to e-mail for clients from another time zone at night. However, no difficulties in accounting and analysis arose. Well, and, of course, the main thing that surprised the client, but we are accustomed to it: office telephony (with PBX, call recording, split accounts) worked correctly where there were no conditions for this.
Mobile is now a full-fledged part of the corporate network, like other equipment. Therefore, we get new functionality on our mobile: combining telephony with CRM.
Example. The customer is waiting for the courier. With an incoming customer call to the company, the incoming number is checked. If this number was found in the client base, then the call according to the specified algorithm is immediately sent to the courier. The courier is late, but in touch and ready to talk with the client.
Another interesting option is a direct call from CRM to the order number. In life, it looks like this. The employee has the order number on hand (for pizza delivery, taxi call, mail). He dials the order number directly on his mobile, presses "call". The PBX finds the order number and customer phone in CRM, connects the employee to the customer.
The Telfin.Office PBX has 15 ready-made integrations with IT products (plus an unidentified number of self-written integrations by third-party developers). Store data on calls from cellular to the PBX, attach mobile calls to the customer’s card in CRM, see the entire history of communication with the customer, and not fragmentary data from the employee. Now it has become possible.
The scheme works not only for the order number and work in CRM:
The principle of what may be additional has changed, customer experience has changed, so new features have now earned on the cellular. But before, on a desk phone, we did so to dial the order number, nothing has changed here. But on a mobile phone, this is more necessary, because such a service is interesting for traveling managers, couriers, taxi drivers. We take the human experience of using a mobile phone and try to apply it to the functionality of the telephone exchange and computer telephony that already exists.
It is tempting to say that such a service will solve all the problems of the company, sales will increase, costs will decrease, and hair will become shiny and silky.. Surely a tangible economic effect will follow, but we will be realistic. The service gives, first of all, transparency of corporate communications, convenience, simple deployment and independence on the speed of the Internet connection. In addition, this is a worthy offer for those whose employees are often outside the office or are remote. And transparency, control and accessibility are important business values today. Competitors are not asleep, you should not give the client without a fight - just because of a couple of unanswered calls.
Posted by Alexander Krasnikov, Technical Director Telfin
Services based on FMC technology can be found in the portfolio of corporate services of mobile operators since about 2010. However, services were not easily promoted, partly because it was more profitable for the operators to implement other solutions, partly because subscribers did not receive information about the benefits and advantages of FMC, and did not even know what kind of technology it was. In fact, there is something to talk about, especially for small and medium-sized businesses. In general, as bronzed copywriters write: “Are your employees not mobile enough? Then we go to you!".
The article will focus on Fixed Mobile Convergence / FMC and how this technology is related to the Mobile Employees Telphin service . When developing the service, we were faced with interesting points and subtleties. We are sure that it is worth talking about them.
According to a study by J'son & Partners Consulting, “despite the fact that the FMC corporate services market in Russia has been developing for more than 10 years, its volumes remain very modest - less than 1% of the total number of corporate mobile users. Nevertheless, at present, good prerequisites have been created for more intensive development of the FMC market in Russia with market growth rates exceeding the growth rates of mobile and fixed communications in the corporate segment. The industry has mainly gone through the process of consolidating mobile and fixed line operators, operators are actively looking for ways to increase ARPU and profitability, including through convergent services, and the benefits of FMC are quite obvious for corporate users. ”
Let’s refresh the terminology
FMC (Fixed Mobile Convergence, Converged Communications) is the integration of mobile / mobile / GSM telephony with a corporate telephone exchange, an internal corporate network with a single numbering plan and common call management rules for office and mobile phones. In general, if we talk about convergence of networks, then in fact it is the convergence of various networks: mobile communications (it’s also cellular), public telephone networks (what they used to call a landline phone), IP-telephony. This means that services are created at the intersection of technologies, using various elements of infrastructure.
The remaining terms, in principle, are already known to almost everyone, but just in case, we recall that they mean:
- Mobile communication (also cellular, GSM) - mobile communication available from a mobile phone in areas where there is reception (coverage);
- Fixed connection - a telephone connection between telephone users, through wired connections and IP-telephony, with access from a fixed terminal;
- Terminal - the user's terminal equipment (telephone, smartphone, computer, etc.), a device with which access to communication services is possible (in our case);
- Extension number - a short number assigned to users for access during an external call and for transferring a call (often coincides with an internal call), it is dialed by callers immediately after the organization number or IVR message, wishing to get on the handset of a specific manager;
- Internal number - short numbers assigned to users for calls within the office (for example, the accountant calls the director by dialing 007 and the director calls the system administrator 666).
What does FMC give? This will be described in more detail below, but for now a few examples that everyone has come across.
- You can call both internal extensions and long numbers through the corporate network. Moreover, all work calls can be routed through the platform, recorded and monitored.
- You can have a mobile extension ring at the same time as an office extension. And it is possible that with a lag of 5, 8, 30, n seconds. Although no, n is too much, take k.
- You can configure the reception of calls by day of the week, do a check on time, on the employment of employees, on priorities. All sorts of algorithms are possible.
Briefly summarized, specifically in our case, this is the incorporation of employees' cell phones into corporate telephony, that is, the coverage of all working (and sometimes non-working) time and all official negotiations.
We know what a business headache is.
Whatever the business, the main thing that it has is employees, customers and the product. And almost in any company there is a group of people who face one of the most difficult tasks: to be the employee who will sell the product to the client (retail, purchaser, wholesaler, dealer, network - it doesn’t matter anymore). And there is a group of problems that are guaranteed to arise and can be solved in 99% of cases with the help of technology.
- Client affection for a specific manager. Often, the buyer himself prefers to communicate with only one employee. And an employee can leave, go on a business trip or get sick. In principle, no one has canceled mobile communications, but to be honest, not a single leader will be happy with such communication: on the one hand, there is no control over the status of the transaction, on the other - monitoring a manager’s activity outside the office can lead to premiums, increases and etc.
- Difficulties in the separation and payment of working and non-working minutes of the employee. Suppose he called on sick leave from Moscow to Chelyabinsk and reprimanded 600 rubles for work, and spent another 700 on mobile Internet, through which he watched a movie. To determine the amount to be refunded, you must either have a special corporate rate, or wait for billing and print out the history of calls and other paid transactions, select the ones you need and pay.
- Sophisticated integration with CRM - loss of part of customer calls, call history. Incomplete information about the interaction can lead to problems in working with a specific client, data loss, shift of deadlines.
- As a result, a vague estimate of the company's communication costs. And this means that it’s rather difficult to find ways to optimize.
The critical point is the lack of a single information field for the client, the need to force him to search for the right manager. Each additional call can lead to loss of the client, because this is his time, which is not subject to inflation and has long been worth much more than money. Particularly acute is the problem facing companies working in the field of B2B and B2G - here the issue of business reputation is at stake.
How it works
The service is compatible with any office PBX, including the Telfin.Office PBX . The service has a federal scale of coverage, or rather, there is where there is a cellular communication of the operator whose SIM card is involved in the convergence scheme. To activate the service, you need to buy new operator’s SIMs, since it is highly likely that the FMC service is not connected to SIM cards already connected. At the same time, there will be no problems on the part of Telfin - we set up telephony remotely, we conduct electronic document management. If the company has an extensive network and service is needed in several branches, then you can conclude a contract from the central office for services in the right regions.
After the bureaucratic paragraph - to the point.
The logic of the FMC
Let us examine in the diagram what exactly happens when the Mobile Employees service is connected.
From the picture it is easy to make out the concept of FMC:
- Client network - F, Fixed (in case of fixed telephony in the office).
- Beeline Network - M, Mobile, a network of a mobile operator.
- The Telfin joint connecting F + M is C, Convergence.
PSTN - public switched telephone network, includes any external numbers with which the company interacts. Now, when calling from a mobile to a public network, the call goes through the office PBX. The outside party saw the company number. The conversation was recorded. The data about the call came to the PBX and other analytics systems.
A similar scheme works in the opposite direction, only the arrows are changed to the opposite. An external call arriving at a mobile employee transfers the correct data of the caller to the company’s PBX.
Will the scheme change if the office does not have fixed / fixed telephony? Will not change. A client's PBX can be part of a Telfin virtual PBX, a traditional PBX, Asterisk, or something else. The essence is the same:
If the client uses a hybrid solution combining virtual and iron exchanges, then the FMC scheme is also feasible:
Summary. Whatever the corporate communication network is, after setting up, calls from mobile networks will be able to go through the corporate network. Now all telephones, even cell phones, have become part of the corporate voice network. Mobile phones received an extension number.
How to receive a call from an FMC SIM card
To begin with, we recall how we receive a call using an extension associated with an office phone. An incoming call to the city number of the company falls into the voice menu. And if you add an extra one (for example, 200), then this call gets to the person "on the table." The desk phone rings, the person picks up the phone and starts a conversation. But if a person has lunch or goes on a business trip, then the desk phone rings and rings. Already felt this overwhelming irritation?
Lunch, a business trip, and often a cold sick leave in the harsh world of business, ceased to be an excuse not to answer calls, so over time they began to connect call forwarding. Now, when the office phone rings, after two or three seconds, the cell phone rings as well. What does a person see on his mobile? Own company number where the call forwarding came from. As a result, in the case of a missed call, it is difficult to understand who called. In addition, call forwarding is recorded in the PBX as an outgoing call to a mobile (although this is initially an incoming call, which should also be included in the history of relations with the client). Bottom line: confusion, who and when called, it is difficult to find a call in the PBX, there is no mark about the conversation in CRM, there is no recording of the call.
Another way to save data about calls from cellular is to install a special application on your mobile phone (softphone, softphone). Mark this softphone as a separate extension number in the telephone exchange. It will get better: and calls will be recorded, and the original number of the caller will be indicated. But the softphone works only through the Internet, and if the connection speed drops or the person is outside the 3G, 3G +, 4G networks, the conversation will most likely not take place, at least because of the quality of voice transmission.
What happens when the Mobile Employees service is used? We insert a special SIM-card, connect the service. And if earlier there was just a mobile number, now it will be a full-fledged extension, which, moreover, is easy to remember. Previously, the number was “911-xxx-xx-xx”, now it has become “200” and is allocated separately to the telephone exchange. These three numbers are on the desk phone, on the softphone, and now they will be on the cell phone. So mobile becomes part of the corporate network. Now you can see who is calling - the original subscriber number. If I miss this call, then I call back as I'm used to - with one click on the number I missed. If I want to clarify information with a colleague, I transfer the call from mobile to an additional colleague. I participate in conference calls, record conversations, keep statistics of calls - and all this from a mobile. Almost happiness and relative harmony.
How to dial additional from mobile
If now I dial three digits from my mobile, the PBX will understand and transfer to a colleague with the corresponding extension. A colleague will see that he is not calling an abstract mobile phone, but I’m calling from an extension. Yes, mobile resources are used here, but this is still an internal PBX call (here it is, affordable and simple convergence). Conventionally, these are two phones inside my office, so I assign what numbers I want to assign them to be determined. This is an internal connection, it does not apply to other telephone networks in any way: I do not pass on my two boxes of what I want, I do it.
Outgoing on work and personal matters
If you make an outgoing call to external (relative to the office), cellular or landline phone numbers, it is time to apply the rules. For user convenience, the following rule applies. If you call through the asterisk (*), you call at work, if through plus (+), then on personal matters. Let’s see what happens in each case.
For example, I’m calling a customer. From my mobile I’m dialing a number from the asterisk:
- I dial the mobile client in the phone: * 8-921-xxx-xxx
- On an internal network with an FMC SIM card, a call came to our PBX.
- The PBX routes the call to the PSTN network.
- The client saw the office number / PBX number.
If I call from a mobile on a personal matter, I want the company not to record (and, if necessary, not listen) personal conversations. I dial the usual number without an asterisk, starting with a plus:
- I am dialing a friend's number: + 7-921-xxx-xx-xx.
- The call goes through the Beeline network to the Megaphone network, in this example.
- A friend sees my regular mobile.
This division of calls is not accidental. External personal calls do not go through the PBX and are not recorded. The company does not store third-party conversations, and the employee does not have a persecution mania. It is logical that on whose network the call went, so it is charged. Those calls that are from +7 are personal calls. For personal calls, the owner of the SIM card pays, as they go through the mobile network of the mobile operator (the cost depends on the package chosen by the mobile operator). What starts with an asterisk (*) - goes as part of the Mobile Employees service, is charged according to the Telfin service fee.
How it connects
An agreement is concluded with us and the mobile operator, SIM cards are connected, routing rules and integration with corporate programs are set. With existing SIM cards, setup takes one day.
There is a mobile extension in the telephone exchange interface of the Telfin.Office PBX if the client wants to configure Mobile Employees independently.
To enable the service:
1. Open in the PBX “Settings”, the item “Employees and Queues”.
2. Go to the settings of the extension, which is dedicated to mobile.
3. Select the extension "Mobile employees", indicate the mobile number.
4. Click "Save."
If the user did not succeed or have questions, we will always help. Firstly, we will save the client setup time. Secondly, we will evaluate the convenience of our implementation of FMC and make adjustments if the market needs to change functionality.
The harsh Russian case
One client came up with such a request. In the area where he works, there are big problems with the Internet, both landline and mobile. In addition, the company’s loyalty program employees have been given smartphones, which they are happy to use as their primary telephone for both personal and business communication. More than half of the employees are constantly traveling to customers and dealerships, they need to answer customer calls, a fixed connection does not help. We needed a solution for GSM, which, moreover, was supposed to make friends with server-side CRM.
They transferred employees to FMC-SIM cards with a corporate tariff, activated the Mobile Employees service, and began to wait for the effect, which became immediately noticeable.
- The costs of the company and employees for communication decreased, there was a clear separation of the cost of calls.
- It became convenient to call, all numbers are determined, information about calls is written, data goes to CRM.
- The number of missed and unanswered calls has been reduced. Telephony as a whole has become more transparent.
- Reduced transaction time due to fast communication.
- The quality of work with clients has grown - managers are informed that “for the purpose of quality control, all calls are recorded.”
- Recorded calls have become an excellent training base for existing managers and newcomers - training takes place not in theory, but in real negotiations.
Gradually, the client went on to complicate the office communication scheme: those who wanted could have two cell phones and, for example, receive calls on one in the morning, on the other in the afternoon, and set up voice mail to e-mail for clients from another time zone at night. However, no difficulties in accounting and analysis arose. Well, and, of course, the main thing that surprised the client, but we are accustomed to it: office telephony (with PBX, call recording, split accounts) worked correctly where there were no conditions for this.
Pleasant bonus: call by order number
Mobile is now a full-fledged part of the corporate network, like other equipment. Therefore, we get new functionality on our mobile: combining telephony with CRM.
Example. The customer is waiting for the courier. With an incoming customer call to the company, the incoming number is checked. If this number was found in the client base, then the call according to the specified algorithm is immediately sent to the courier. The courier is late, but in touch and ready to talk with the client.
Another interesting option is a direct call from CRM to the order number. In life, it looks like this. The employee has the order number on hand (for pizza delivery, taxi call, mail). He dials the order number directly on his mobile, presses "call". The PBX finds the order number and customer phone in CRM, connects the employee to the customer.
The Telfin.Office PBX has 15 ready-made integrations with IT products (plus an unidentified number of self-written integrations by third-party developers). Store data on calls from cellular to the PBX, attach mobile calls to the customer’s card in CRM, see the entire history of communication with the customer, and not fragmentary data from the employee. Now it has become possible.
The scheme works not only for the order number and work in CRM:
- We dial some numbers after the asterisk, press the call.
- There is a request for a connection from a mobile phone to our Telfin network.
- Knowing the dialing rules, the PBX understands that this is not a phone number, but some kind of code (order number, customer code, support call, cat feeding time).
- Next, the PBX sends a signal to action: make a call, mark the status, send data.
The principle of what may be additional has changed, customer experience has changed, so new features have now earned on the cellular. But before, on a desk phone, we did so to dial the order number, nothing has changed here. But on a mobile phone, this is more necessary, because such a service is interesting for traveling managers, couriers, taxi drivers. We take the human experience of using a mobile phone and try to apply it to the functionality of the telephone exchange and computer telephony that already exists.
It is tempting to say that such a service will solve all the problems of the company, sales will increase, costs will decrease
Posted by Alexander Krasnikov, Technical Director Telfin