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Trainer\Customer Phone advisor business

This project received 15 bids from talented freelancers with an average bid price of $1437 USD.

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Employer working
Skills Required
Project Budget
$250 - $750 USD
Total Bids
15
Project Description

Deliverables:
- Wordpress plugin to signup a new account, add dollars to an account, and view calls/transactions a customer has placed
- System to manage customer accounts
- IVR/phone connection system

Considered solutions:
- Elastix/Asterisk/A2Billing
- SugarCRM
**These do not need to be used, these are only suggested.

Business Rules:
- All billing will be per minute and rounded up the next minute.
- Refills can happen through the phone when balances are under $10
- All new accounts will be signed up through a website interface
- Advisors will be available through cell phone or land lines


CALL FLOW:
After a call comes in, we will check the caller id, if it is recognized, it will be treated as a "KC"(known customer) if not it will be a "UC"(unknown customer).

For an UC, they will be presented with the following menu:
- Please dial your account number and pin to proceed(not sure where the best place to put this is)
- Dial an advisors extension at any time.
- Press 1 to set up a new account
- Press 2 to speak with the next available advisor
- Press 3 to hear a list of the advisors that are currently available
- Press 4 to receive assistance finding the right advisor for you
- Press 0 to be connected with a customer care specialist (This will go into a hold queue for 30 seconds and then go to a voicemail box)

For a KC they will be presented with the following menu:
- Dial an advisors extension at any time.
- Press 2 to speak with the next available advisor
- Press 3 to hear a list of the advisors that are currently available
- Press 4 to receive assistance finding the right advisor for you

Greeting for pressing 1 - Please visit our website [url removed, login to view]
Greeting for pressing 2 - See below for connecting to an advisor extension
Greeting for pressing 3 - Advisor XXX is available at extension XXX for a rate of $XX per minute, (continue to loop through all of the available advisors)
Greeting for pressing 4 - What type of advisor are you looking for, press 1 for category 1, press 2 for category 2, press 3 for category 3, or press 4 for category 4.

After an advisor extension is selected we will respond with:
You have chosen advisor XXX at extension XXX, . . .
- (If advisor is online and available) Please wait while we connect you with the advisor (play on hold music)
- (If advisor is online and not available, this would be automated) Currently advisor XX is not available, but please press 1 to be called when they become available.
- (if the extension does not exist) We are sorry we do not have an advisor with that extension, (forward to the main menu)

Phase 2:
- Add the ability for communication between advisor and customer through sms and email

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