Passenger Query and Help System
Passenger query and help system. Information query is to provide the passengers with a query platform of railway industry information for them to know and grasp information related with railway industry in time.
The system is able to process data of train real time run time, package information and ticket inventory.It provides intelligent query function for the passengers.
Meanwhile the system provides query system which achieves the accessible video and audio communication between the user and logging desk. It provides background data push function to display video, image and other information in front of the user.
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Video Query:
By adopting advanced digital audio and video coding transmission technology, the system achieves the visual communication between the user and the background counter.The face to face communication between the user and the service representative improves the user experience and the service quality greatly.
Friendly Interface, Simple Operation:
Considering the users have different cultural levels when serving the the society, the system has try to make the user interface simple with rick operation tips, which is convenient to use.
Rich Call Function:
The system has all functions of traditional voice call center supporting calling, answering, transferring, holding, monitoring, interruption, IP conference, call distribution and voice interaction.
Service Representative Grouping Management:
The service agent supports several groups. It can distribute the user's call to the corresponding group based on the user's choice.Also different permission can be set for the served user to make sure the shift leader seat has management function.
Call Log and Record：
The system records various data for each call including calling number, called number, starting time and call duration.It also support recording under various conditions such as based on calling number, called number or specific time period.It supports call recording and recording query and replay based on various conditions.
Various Flexible Help Front End Device：
The system supports various front end help device including one click helper for user's convenience, wall mounted helper with key or compound query and help terminal combined with inquiring machine. Different help terminal can be customized according to different business requirement.
Background Data Push Function:
The service representatives can assist the help seeker for inquiry. They can send video, audio, flash and text to the user terminal as well to achieve the real time interaction with the help seeker and improve service efficiency and quality.
Ability To Integrate Various Communication:
This system can integrate IP network, internal PBX, PSIN pub network, wireless walkie talkie, wireless trunking communication, WIFI network, GSM/CDMA network, 3G network and other communication modes to achieve the seamless fusion between the help-seeking terminal and wire communication, wireless communication, fixed communication and mobile communication. It can expand the help-seeking network to the maximum extension.
Advanced Technology, Convenient Extension:
Adopting advanced NGN technology, the system separates the business from the call control, the call control from call bearer. It achieves open distribution network structure which makes the business independent from the network.The business can be provided flexibly and quickly through open protocol and interface. The individual user can customize the business characteristic without caring the network mode or terminal type of bearer service.Through this kind of distribution structure, more effective and humanized service system can be flexibly established.The passenger query and help subsystem can be set independently by manual help terminal or integrated with the query terminal.The help-seeking terminal achieves accessible video and audio communication between the user and the logging desk. It provides the background data push function as well, displaying the video, image and other information in front of the user directly.Also, the help terminal can become an advanced system operation terminal. After verification of fingerprint, IC card and password, it can perform the control function for the cell broadcasting.Under emergency condition, the system can display relevant emergency information on the help terminal.The passenger query and help subsystem consists of soft switch controller and query & help terminal.
Functions of Passenger Query and Help Subsystem:
(1) Touch query terminal adopted to meet passengers' query requirement.
(2) Railway information query; station information query; train information query.
(3) Real time train information query of the station, passenger ticket query, package query.
(4) Other frequently used information.Query for frequently used dial list, zip codes and area codes of provinces and cities.
(5) ★Simple and friendly user interface with detailed prompt, convenient for passengers to grasp and operate.
(6) Support voice connection between ips, pstns, and between IP and PSTN.
(7) Support H.323, SIP protocol, support T.30, T.38 protocol.
(8) ★Support function of face to face communication between the passenger and the station duty staff.
(9) Has functions of auto dial distribution, audio&video communication help.
(10) ★Has push function for query result.
(11) ★Has basic calling center functions including calling, continuing, transferring, holding, service grouping, recording etc.
(12) Support voip, has echo cancellation ability, support remote service.
(13) ★Has function of shift leader logging desk management.
(14) The query and help terminal provides security verification and can be expanded as the management terminal for other subsystems.
(15) Has networking management ability for query, help terminal devices. Checking running status of device; fault warning; real time parameter adjustment.