Design & Development of Standard Indigenous Call Centre Equipment and Application Software with Multilingual Capacities

In the current scenario establishing a Call Centre involves procurement of expensive Switches, Servers and Application Software etc. at exorbitant cost. This project aims at providing a low cost solution for the entire application needs of a Call Centre.

The solution being developed is soft switch based, which eliminates the need of buying costly Switches. The objective of the project is to provide an integrated solution for Call Centre needs like features for incoming and outgoing calls, Web Integration with e-mail client and Server program, Chat program, Web Callback etc. Apart from this, a small CRM application is also integrated, which can be modified as per the customer needs. Automatic Call Distribution features are also included.

The development of the project is under going.

Hardware/Embedded Systems Projects

In line with its mandate to be an R&D organization, the Unit has augmented its R&D base both in terms of availability of qualified manpower and latest systems/tools like Sun Work Stations, Cadence Design Software, ARM Development Tools and RTOS Tools Software. A number of projects, sponsored and in-house, were taken up during the year. The major projects under taken and products developed are:-

Thin Client (Neuron)

Neuron has been designed to be a complete solution for network clients. Each Neuron has its own embedded memory, processor, Ethernet, graphics, sound and most other capabilities that a modern PC has. At its heart is a versatile STPC-Atlas x 86 based processor integrated with modern capabilities like 2D graphics acceleration, multimedia processing capabilities, SDRAM controller and several other features. The main board has a sound card; an Ethernet Card and SD RAM. The storage memory Device is a Disk on Chil (DOC). This DOC works exactly like a normal Hard Disk. It is loaded with one or more OS and a combination of utilities. This architecture gives Neuron fast and powerful processing capabilities. A small external mains adapter supplies the power to neuron, thus preventing the server from getting overburdened. The Neuron runs on a Linux platform but can work with most windows programs as well, thus, the software costs for Neuron is very less and software are required only at the server.

A Thin Client terminal only processes keyboard and mouse input and screen output, leaving all application processing and storage to the server.

Unlike a traditional PC with high-speed processors and data storage, these terminals are optimized to act solely as windows to the server where user’s applications and data reside. Instead of applications running on individual PCs, all applications are run from a single server, greatly simplifying the administration and support needed to run a network.

The note worthy features of the Neuron are :-

• Very economical setup of networks

• Only server up-gradation required to upgrade the network

• Stable, robust and secure networks

• Compatible with windows as well as UNIX platforms

• Integrated on board Ethernet, display, sound and serial port

• 2D graphics acceleration

• Provision for USB, hard disk CD, floppy drives and modem

• No threat of viruses

• No danger of data loss due to improper shutdown

The transfer of technology of the product is being explored.

External (serial) and Internal (PCI) Modem

The unit has developed a modem based on a single chipset from Conexant Inc. USA. The design is aimed at highest functionality at lowest cost, to meet the current 56Kbps standards. The technology has been transferred to BPL & Wipro.