Directory Assistance of Telecom Egypt

 

UniTel has been selected by Telecom Egypt, the largest fixed operator in the

Middle East and Africa, to install the largest enhanced directory assistance

platform in the Middle East to offer the callers a service superior to that found in

most of the US and Europe.

The system features a bilingual directory that allows directory assistance

representatives to search the database in English or Arabic.

Telecom Egypt system spans two call centers in Cairo and Alexandria with 750

operators. BTSLogic (Currently Call Genie) has provided the DA system and

search engine, and Ericsson has provided the switching hardware and call center

software.

The DA search software is based on open standards technologies such as SQL

databases, XML interfaces, and Web/WAP for content publishing. The solution

uses proprietary search algorithms designed for garnering an accurate search

result in the shortest time possible. The two sites share a common database

currently hosting 12 million subscriber listings for White Page and Yellow Page

services. This results in lower cost of ownership and higher flexibility in

introducing new services across the network.

The system has the following features:

• 1000 agents in two sites (Cairo 750 agents and Alexandria 250 agents).

• 50 agent simulator training center connected to Cairo site.

• 500 call recording channels.

• 160 E1s (SS7 & R2) connected with the Tandems of Telecom Egypt in

• Fully redundant system running based 24/7 service.

• Scalability where the system can cover another 3000 remote agents.

• The system has its own digital switch which is dealing with Telecom Egypt

voice network as a public switch with full SS7&R2 signaling facilities.

• The system has the most modern Multi media call center and IVR platform

supporting all the incoming, outgoing and script designing call center

facilities

• The system is based on the number one on the world “2004” directory

assistance search engine from call genie and based on Oracle & SQL Data

base open application servers. The main data base search Engine servers

are running under Linux RedHate Operating System

• The system and search engine are installed and implemented on 64 bit HP

Itanum and Xeone Servers.

• The system has a child domain controller fully connected and integrated

with Telecom Egypt main domain controller.

• The system has most of the call center inquiry and directory assistance

facilities such as:

o IVR facility with number readout.

o Call completion facility.

o SMS directory inquiry facility.

o Email directory Inquiry.

o Web & WAP directory inquiry.

o Location based service functionality.

o International Directory Assistance Gateway.

o CDR for billing and administration facilities.