Telephony

MCL is a pioneer in developing telephony applications. We have been working on telephony since our inception in 1988.

The telephony applications we have developed are –

Computer Telephony Integration applications to interface with a number of switches and PBX
CTI applications use the API provided by the switch/PBX manufacturer and receive realtime information on calls landing on trunks, tracking these calls through the IVR and routing to the agent. The call is tracked throughout its lifetime through multiple transfers, parks, holds, resumes, consults and conferences. This information is used for various purposes such as providing realtime call statistics as well as historical statistics. Several important metrics such as caller hold time, average hold times throughout the day, agent statistics on time spent on calls, time spent on wrap-up, idle time, number of call hops and several other important parameters can be deduced from this information.

MCL has developed CTI applications with the following switches and API’s.
Avaya TSAPI
Avaya Single Step Conferencing for call recording
Aspect CMI
Mitel
Tadiran
Genesys

IVR, HMP and Dialogic API
MCL has worked on the Dialogic springware API and HMP for the past more than 15 years. During this time, MCL implemented hundreds of systems for the Indian Railways and Indian telecom service providers to implement automated services on IVR and automatic call distribution. MCL is a preferred System Integrator of Intel Dialogic India.

Call Recording and Audiocodes API
MCL has been using the Audiocodes API for both TDM as well as VOIP call recording. The TDM call recording can be either trunk side recording or station side recording. VOIP call recording is normally station side, although trunk side recording on SIP trunks is also possible and has been implemented by MCL.

Software based VOIP call recording
MCL has developed software based VOIP call recording for SIP and Cisco Skinny protocols. A span or mirrored voip traffic from the agent stations can be fed to a NIC on a recorder and our software would generate 100% recordings of all calls. All metadata for the calls would be decoded from the telephony messages. In most cases no mapping information or user configuration would be required. Simply run our software on a recorder, feed the span and be able to view and listen to call recordings.

TTS/ASR
MCL has successfully implemented several text to speech and automatic speech recognition projects utilizing various speech engines.

The speech engines that we have worked on are –
Microsoft Speech API
Aurix
AT&T

Screen capture and video/audio blend
An important part of a call center quality assurance and training requires monitoring of agent screen blended with their audio. Our applications provide screen capture, audio capture and blended video and audio.

Work-Force Management
Our Computer Telephony Integration to various switches provides various parameters that are useful for automated planning and optimization of workforce. Our Work-Force management applications provides optimized scheduling of the work force so as to result in customer satisfaction and at the same time reduce costs. Important parameters of our applications, based on intelligence, provides details of agent performance. These parameters can be used to properly train the agents so as to maximize productivity.

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