Moltibox – Klimaservice

Need

Klimaservice needed an advanced telephony solution integrated with various software applications used every day: being a company giving support to its customers under contract 24×7, it was necessary to extract the contacts information from the ERP Software and be able to route calls to the service center based on the type of Service Level Agreement paid by the customer.

The company, considering the number of employees, required to control internet browsing and filter it too, in an automated way and based on the of the employee role.

Solution

The Moltibox was implemented with the use of most of its functionality: first as a PABX with Multilevel IVR to relieve telephone operators from most of voice traffic, with management of the mailboxes of the various offices and of the users, forwarding voice messages to email and fax-server with delivery always through the mail system. Noteworthy the management system for assistance call coming from customers under contract: through the implementation of the lists of customers under contract and available service technicians, management can automatically forward calls to the available technicians, both during working hours and off hours (the company provides services 24×7). The number of the customer, if recognized as authorized, is routed, bypassing the receptionist, directly to the service technician (the company decides which of the dozens of technicians are on call with a simple click of mouse), with a system that simultaneously also send an email saying that the customer (name and phone) has requested assistance; if the technician is not found on the phone, a second email notifies the company of the circumstance, giving the opportunity to take care of the problem in another ways. A GSM gateway was implemented with automatic forwarding of calls to mobile phones, so to ensure least-cost routing on company’s mobile numbers, while incoming calls on the gateway are only allowed to a list of internals employees while all the others are denied with a pre recorded message inviting to call the primary number. Moltibox is the front-end for the Exchange server, retrieving mail and filtering spam, and also allows access to the Internet via proxy and content filtering with authentication from Active Directory. Finally it manages WiFi access points for internal use and for guests, with WPA password for the first group and captive portal for second. The Moltibox software also ensures retrieve phone books from Outlook and Exchange and uses queries to SQL ERP solution, allowing complete interaction of voice services and the ease of use of a point and interface.