TELE

LINE

For:
Kelantan State Government
A Concept Paper
By:
Noveline Sdn Bhd/
GIFT Foundation
1

Tele Heart Line

Open our
in need

to those

Sharing & Caring Society

2

Contents
Introduction
Architecture
System Elements
System Features
Project Scheduling
Project Budget

Introduction

Tele Heart Line is an initiative to help

people in need of advice/counseling
Tele Heart Line does this by providing a
support center service to the public.
This support centre provides:

24/7 call/online support

Instant response in case of emergency
Easy Access
1800 toll free number
Support from expert counselors

Overall System
Architecture

Motivator
Panels of
counselors

Internet

PSTN
Central
Monitoring Station

Stress Calls

Server
Integrated Call Center
System
5

Stress SMS

Architecture Description

Call Acceptance

Phone in
Auto callback option
SMS (Auto callback)

Call Process

Logging of Calls
Verification of ID (for non-critical)
Attending call based on:

Nature of emergency (i.e. extreme, urgent, important,

opinion etc)
Subjects of calls (i.e. family, studies etc)

Call divert and recording to the panel according to

field of expertise, availability and workload

System Elements

Communications

Hardware

GSM Gateways
PSTN Gateways
VOIP Gateways
Local Area Network

Server ( Including PSTN/GSM/IP

Cards)
Telco Gateways
Modem/Routers

System Elements

Software

IVR (Interactive Voice Recording): provide almost

real-like response to callers and automated
selection
ACD (Automated Call Distribution): provide
automatic routing of calls based on criteria of
caller/counselor
CCMS (Call Center Management System): provide
recording, monitoring, reporting of calls capability
CMS (Customer Management System): provide
storage, reporting and analysis of customers
capability
Teleheart Portal (Online TeleService): provide
single point of contact via the internet

System Features

Multi ways connections

Real voice attendance (prerecorded)

Database integration

Dial in
Auto call back
SMS
Internet

With caller management system

Report and analysis enabled

System Features

Call prioritize

10

Nature of emergency
Nature of queries

System are custom according to process

flow
100% local with 24x7 support

PROJECT MILESTONE OF TELE HEART LINE

Year
PROJECT ACTIVITIES
PRELIMINARY

Procurement

Process Flow
1ST MILESTONE
DESIGN

11

User Interface

Database Setup

Configuration & Coding

VOIP Integration

GSM Integration

PSTN Integration

Voice Contents

10

Module Integration
2nd MILESTONE

2012
Apr

May

June

July Aug

Sept

Oct

Nov

Dec

PROJECT MILESTONE OF TELE HEART LINE

(in view of using existing call centre in Air Kelantan)
Year
PROJECT ACTIVITIES
1

PRELIMINARY: Hardware Configuration

Procurement

Process Flow
1ST MILESTONE
DESIGN

12

User Interface

Database Setup

Configuration & Coding

VOIP Integration

GSM Integration

PSTN Integration

10

Voice Contents

11

Module Integration
2nd MILESTONE

2012
Apr

May

June

July Aug

Sept

Oct

Nov

Dec

Project Budget

13