Reference no: EM132364474

You are invited to submit an Expression at interest (EOI) to the IT capstone Projects Group (ITCPG) in accordance with the submission guidelines stated in this document for the AXYZ Enterprise.

Background
AXYZ Enterprise is a company that provides customer care services, over the call, for a call-o-call telecommunication company in Australia. The call-o-call is expanding steadily and gained more than 120,000 customers due to which the AXYZ receives around 40,000 calls daily. Most calls are about general enquiry and rest of call includes service complaints, network issues, network update request, customer detail change requests and few other customer experiences difficulties.

Due to above customer service expansion, the company has specific tier and teams allocated depanding on the issue, request in order to provide the best customer service.

However, the company manually directs customers to call the certain number to get the solution from desired team or requests the team to give customer a call back. The amount of calls the company receiving and the amount of tickets they resolving is currently at ratio of 10:3 because of the lack of a system to transfer the customer calls to desired team through the system only without requesting nor the customer the tam to call back the customer.

The current process is really time consuming and not even customer satisfactory. As customer either goes through a long wait or struggle to finally get the issue fixed. Moreover, call-o-call showed the stats to AXYZ enterprise which clearly depicts the company losing customer just because of the poor customer service. Furthermore, AXYZ Enterprise have the clear instruction to raise up the standard of customer as company cannot really afford loosing customers.

Key Business Objectives
To allow the company to switch call on single local line while sharing a certain number of external post lines.
To save the cost of requiring a line for each user to the company's central office.
To provide a reliable private exchange lines
To provide ease to not only user but also to staff to switch between the lines
Better phone usability
Better customer service and productivity
Significant cost saving and more system features
Easier to install and configure

Key stakeholders
Client
Mr. Martin J'Odarcy
Other
Dr. Peter shackleton, Capstone Project subject coordinator
Dr. Tony de souza-Daw, Capstone Project advisor
Mr. Michael Gallo, tutor and network security industry adjunct

Business Requirement (or project scope)
The AXYZ Enterprise is looking for a voice solution so the company able to easily switch call between all of their three sites providing, at the same time a shared voice line of external phone line.
In order to achieve this
Developing and implementing VoIP using FreePBX
Develop a working call between all three sites
A complete and shared phonebook database
Develop a secure phone server
To fully utilize Asterisk private branch exchange and other open source software.

Resources
Multiple phone lines that terminate at the PBX
A computer with memory that manages the switching of the calls within the PBX and in and out of it
The network of lines within the PBX
Unified communication routers both wireless and wired
Use and VoIP based phone handsets
FreePBX (IP PBX)
Internet router
Telephony application server
Phones (Hard phoned or software phones)
VoIP gateway
Routers ( Wireless or wired)

Attachment:- Assignment.rar