Hot News! ESC Central Station Goes Live on AltiGen PBX with 2nd Generation DICE Software in Control

June 11, 2010 - PRLog -- The new phone switch is running a new version of DICE Automation Software and is now in control of call deliveries based on alarm tracking controls. The software under development since April was built to take alarm tracking and other services generally done outside the scope of central station and integrate it within the phone switch, now      controlled and operated by DICE Software. This new technological breakthrough offers the following benefits:

• All Two-Way/PERS devices are toned and controlled within the phone switch by automation, and when a two-way alarm comes to the automation screen, all tones to control the two-way panel are done through a switch without other equipment.

• All Two-Way/PERS devices are delivered to the operator with alarm tracking delivery. This allows the switch and automation to work together assuring that an alarm is not delivered to someone on a phone call, and a phone call is not delivered to someone on an alarm. Alarms and calls work together because they are coming from the same platform.

• Automation System controls delivery of phone calls to free operators. Since the automation software and switch are working as one unit, the system decides who answers calls and who gets alarms.  In the past, a phone switch worked blindly, and some centers have all phones ring. This switch knows who is free from alarm processing and picks the next available free operator to get the next phone call, delivering maximum service to clients.

• Screen Pops to client account upon inbound call deliveries. The DICE/AltiGen switch delivers calls to a free operator or to a call center operator. The system is tied to the DICE Caller Assistance module, which is our CRM System. The new phone switch pulls up the account and all information regarding who is inbound to be serviced. This reduces the time and effort for the operators when answering the phone call. Plus, the entire conversation is recorded with that event in the CRM.

• Call recording on each line, with recording in alarm history record. The system records each event and each call to the alarm or CRM history files within the automation system. The system also has the capacity to record the inbound receiver signaling deliveries. This makes for easy troubleshooting and reduction in liability that a signal did not decode and with the reason why.  Just last week, our client ESC Central, Inc. had an issue with a panel and it was easy to make a WAV file of the handshaking and send to the receiver manufacturer for troubleshooting assistance.

• Routing controls signal delivery to receiver line cards with routing based on dealer/end user. This is very important in a Multi-site alarm center situation. The system has the capacity to route an inbound signal to a particular receiver line card or group depending on various information gathered. The system can also expand and contract this routing based on traffic patterns and needs, allowing a center with excess signals to re-route or change the flow to protect its largest clients.

• Inbound Call Handling Routing on Dealer/Client/National Account. The system has the ability to route based on which Dealer/Client/Chain is being handled, and it works with the automation software to deliver the appropriate data needed for servicing the account. This means that commercial accounts could have different access on the automation system than residential accounts, and this separation and special services can be addressed for different clients and their needs.

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Clifford V. Dice, President and CEO, started DICE Corporation in 1983. With fully integrated software for alarm monitoring, accounting, service and more, we offer in multi OS and browsers - designed especially to fit custom business wants and interests.