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GHX call center capabilities

General features

  • Offline and online SMS system
  • video call
  • Audio conference
  • Video conference
  • Call Park
  • call queue
  • Offline and online SMS system
  • Ringing group
  • Enterprise speed dial
  • Timer for each conversation
  • Daily/weekly/monthly timer for each subscriber
  • Debit and account
  • Organizational telephone office
  • Notification audio file playback service
  • waiting music
  • call transfer
  • Call transfer with and without consultation
  • Waiting for the conversation
  • Announcing the time and date
  • Call and page
  • Group Call Pickup
  • Call Pickup
  • ACD (Automatic Call Distribution)
  • Call trace
  • Wakeup call
  • Callback busy
  • Camp-on
  • DISA
  • DND
  • Hot Line
  • Hot desking
  • Warm Line
  • CID Blocking
  • Off Hook CID
  • Call forward Busy/No Answer/All
  • Caller ID
  • Caller Name

Security features

  • Black and white list
  • Recording conversations on the system with an external system
  • Ability to connect to external call recording system
  • Internal conversation monitoring system
  • Ability to connect to external monitoring system
  • Fail2ban
  • Internal firewall

Management capabilities

  • Ability to define a group of subscribers
  • Service level grouping and group assignment
  • Grouping of features and group assignment
  • Trunk grouping and group assignment
  • Definition of allowed audio/video codes
  • Automatic backup and recovery
  • Setting the waiting music according to the occasion
  • Prioritizing emergency and administrative numbers
  • Definition of emergency input and output channel
  • Hardware management
  • Management of network cards
  • Hardware relationship management
  • Access control to city, intercity and international lines

Capabilities of the chairman and secretary group

  • The definition of the secretary's group
  • BLF internal phone indicator
  • Summons (Page) Secretary
  • Speed dial
  • Definition of different ring patterns (Distinctive Ring)
  • Auto Answer

Fax capabilities

  • Automatic fax detection
  • Support sending faxes from analog devices
  • Ability to send and receive faxes from all over the network
  • Send file to fax
  • Port to send fax to personal email
  • Intercity and international fax control

IVR capabilities

  • Auto Attendant
  • Define IVR with unlimited levels
  • The possibility of connecting to internal and external numbers of the center
  • Ability to connect to other IVRs
  • Ability to connect to call queue numbers
  • Ability to define IVR as Catch All
  • Ability to save text messages via computer and phone
  • Ability to use pre-recorded file for messages
  • Audio file format conversion and optimization
  • Removing noise and silence for IVR messages
  • The possibility of connecting to databases outside the center

reports

  • Display the overall system status
  • Current call report
  • Call status report
  • Traffic comparison of different time periods
  • Report success/failed conversations
  • Report incoming/outgoing/internal calls
  • Hourly/daily/weekly/monthly traffic graph
  • Traffic graph of a specific number

Telephones, handsets and terminals

  • Support SIP hardware phones
  • Support for SIP softphones
  • Analog hardware interface
  • E1 digital hardware interface
  • SIP opener
  • ceiling screw
  • Workshop and hospital alarm systems
  • Failover devices

Protocols and services

  • PRI EuroISDN, QSig, National ISDN
  • SIP Call Control
  • SSIP: Secure SIP
  • RTP Media Streams
  • SRTP: Secure RTP
  • IAX, IAX2
  • H323
  • MGCP

Codecs

Audio codecs

  • G.711 ALaw
  • G.711 ULaw
  • G.722
  • G.729
  • Gsm
  • iLBC
  • iLBC
  • Opus
  • SILK
  • SLIN
  • Speex
  • Speex16
  • Speex32

Video codecs

  • H.264
  • H.263p
  • H.263
  • H.261
  • VP8
  • VP9
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GHX call center capabilities

General features Offline and online SMS system video call Audio conference Video conference Call Park call queue Offline and online SMS system Ringing group Enterprise

Pardis Technology Park
  • 02176250508
  • Tehran - Pardis - Pardis Technology Park No. 145
  • 8:30 - 16:30
  • office@guyanafzar.com

©All intellectual and material rights of this work belong to Goyanfar Engineering Company and any copying and exploitation is subject to obtaining written permission.

GQM - Call Center and Queue Management System

The GQM system allows call center managers to monitor operators’ performance with high precision. The activity information of operators and customers in the call queue is collected by this system and provided to the system manager. This information includes the waiting time, the time before the operator answers, the number and type of calls. Various reports made based on these statistics can help improve the performance of the call center. System reports are provided by day, hour, week and month. In addition, reports can be separated according to call queue, operator or work shift. Service level answered and unanswered are other system reports. The system administrator can troubleshoot the system by preparing a detailed report of unanswered calls. The reports produced based on the work efficiency of the operators can be a suitable basis for organizational reward systems.

The system is very user-friendly. The user can easily search or perform an advanced search on the pages. The system graphs are made dynamically and the manager can customize the reports based on his needs. All tables can be output in PDF and Excel format.

Access levels in this system are defined dynamically. In this way, a separate manager can be defined for each call queue, who can only access the information of that queue.

benefits
  • High processing speed and in the moment
  • User-friendly graphical interface
  • Diverse and dynamic reports
  • Suitable for small call centers and large organizations
  • Compatible with Asterisk-based VoIP systems
Capabilities
  • Under the network
  • View queue information online
  • Response and non-response service levels
  • Report of small conversations
  • Call transfer detail report
  • Login report, service stop and logout of operators
  • Service duration report, number of calls answered and missed by the operator
  • Various alarms based on the system administrator's definition
  • Output of charts and tables to Excel and PDF
  • Report the distribution of conversations based on:
  • Queue
  • Month/week/day/hour/weekday
  • Answered or unanswered call report separately
  • Operator
  • Queue
  • No contact type
  • period of time
GNM - Network Management System

The GNM network management system aims at monitoring, provisioning and integrated management of a wide network of Guyana VoIP systems and software. In this solution, GNM system as a VoIP network management system monitors and configures various VoIP network components.

Network components with provisioning, management and monitoring capabilities
code nameProducerTitle
GHXGuyanGoyan telephone center
GSP/GVP/GLPGuyanGuyana software and hardware phones
GBCGuyanGuyan's SBC system
SIP PhonesOther manufacturersSIP hardware phones with SNMP capability
SIP ServersOther manufacturersSIP servers with SNMP capability
Legacy PBXsOther manufacturersDigital centers with network or serial management port
Key features
Title
Provisioning and network mapping
Network monitoring
Component management and configuration
Asset management
Review and security checklist
Patch and update repository
GDA - debit and account system

GDA debit and account system is a communication solution for providing prepaid and postpaid services.

benefits
  • It can be installed and operated on the GHX system without the need to purchase a separate system.
  • Affordable and efficient
  • Ability to provide service to multiple PBXs
  • The possibility of providing service to digital and analog centers
  • Support for internal and external digital PBX and VoIP centers
Capabilities
  • Prepayment system
  • The possibility of paying the invoice amount in installments
  • Ability to determine number and password based on Excel table
  • Ability to output to Excel
  • Professional reporting
  • Integration with GBS billing and charging system
  • DTMF detection based on:
  • In audio
  • RFC 2833
  • RFC 4733
  • SIP INFO
GBC - Session Border Controller system
GBC

The GBC system allows you to securely connect different VoIP networks together. You can also connect subscribers or incoming trunks from external networks to your server with high security. GBC automatically detects SIP threats and takes the necessary action.

The product is placed as a Session Border Controller and like a VoIP firewall between the internal and external network and undertakes tasks such as Topology Hiding and SIP attack protection.

It is one of the most important elements of security in communication systems, GBC is responsible for establishing security exclusively in VoIP networks, and due to the failure of firewalls (in VoIP network), Session Border Controller must be used as well as a router between servers in the internal network. (IP-PBX telephone centers) and clients are located in the extra-organizational network (Internet, etc.)

Key product features
  • Contact security using SMTP/TLS
  • The capacity to support 10,000 simultaneous calls
  • Topology Hiding
  • Support for all kinds of codecs
  • Fix NAT Traversal problems
  • Built-in firewall
  • Black and white list
  • Limit the number of calls to prevent DoS attacks
  • Giving priority to emergency calls if the call limit is reached
  • Device input and output:
  • SIP
  • SSIP
  • RTP
  • SRTP
  • RTCP
Implementation scenarios
  • Contact security using SMTP/TLS

Securing the connection of remote users:

Users connect to the server in the internal network through the Internet and after confirming the GBC server. In this scenario, the SBC is placed at the edge of the network and in front of the Internet and prevents attacks through the Internet.

Trunk security with SIP Provider:

In this scenario, the SBC is placed between the server and the provider's network and prevents attacks made through the provider's network.

Isolation and security between different parts of the network:

In this case, the SBC is placed between two areas of the network and isolates these areas from each other.

GBC2
GBS - billing and charging system

The solution for calculating and issuing Guyan invoices has many advantages for large organizations. With the help of the GHX solution, you can reduce the costs of corporate calls and optimize consumption. This solution automatically collects charging information from multiple centers. With a GBS center, you are able to collect and report the charging information of several PCM/TDM or VoIP centers in an integrated and separate manner. In this solution, administrative and personal expenses are separated by different methods such as pre-code definition or black and white list. In this way, a bill will be issued for each subscriber, including both personal and organizational parts.

The GBS solution identifies high consumption subscribers based on soft and maximum allowed consumption and sends them a voice warning. In case of leaving the software and the maximum allowed interval, the subscriber is warned and after a warning interval, the subscriber’s service level is automatically reduced. The speed of calculations in this system is remarkably high in that ten million charging records are processed in less than 30 seconds. To increase the level of reliability, the system automatically backs up the charging of affiliated centers and the information of the system itself in the external hard disk.

benefits
  • Reducing the costs of organizational conversations by separating personal and administrative costs
  • Optimizing consumption by identifying, warning and limiting high consumption subscribers
  • Increasing reliability by automatically backing up charging and billing information
  • Providing advanced billing and charging services to PCM/TDM centers
  • Extreme speed and accuracy in calculations
  • Support millions of charging records per day
Capabilities
  • CDR reporting of multiple call centers in one GBS
  • Automatic receipt of charging information from centers on a real-time and daily basis
  • Place to send charging files manually
  • Soft definition of organizational and personal consumption
  • Definition of the maximum allowed organizational and personal
  • Calculation of high consumption subscribers
  • Decreasing the service level of heavy users after the warning period
  • Separation of personal and administrative expenses
  • Issuance of personal and administrative invoices for individuals and departments of the organization
  • Issuance of periodic and interim invoices
  • Issuance of personal and administrative invoices for individuals and departments of the organization
  • Various statistical reports
  • PDF and Excel output
  • Traffic chart
  • Various statistical reports
  • Intruder detection system
  • CDR support of various centers
  • GHX
  • External PCM/TDM centers such as Ericsson and Panasonic
  • Iranian PCM/TDM centers
  • Open source and non-open source VoIP centers