System Overview

The Huali environmental protection calling and complaint acceptance system adopts a three-layer CLIENT/SERVER network architecture, integrates current, advanced computer technology, communication technology, computer telecommunication integration (CTI) technology, multimedia call access technology, functional access exchange distribution technology, digital voice processing technology, heterogeneous system information exchange technology, INTERNET network technology and safety fault-tolerant technology, and closely combines with the existing technical systems [such as the GIS (geographic information system) system, MIS system and office automation system] of the Environmental Protection Bureau. The system can provide people with multiple access means such as telephone, fax, E-mail, internet, mobile phone, short message and internet phone through automatic voice/fax, agents and other related work so as to receive the user’s complaints and reports regarding pollution accidents, noise nuisances, sanitary conditions and so on, and to promptly handle them or forward them to the treatment department of the Environmental Protection Bureau for treatment through specific communication channels. At the same time, the user can be replied to according to the treatment conditions, so as to achieve a closed loop of service.

The system realizes functions such as automatic identification of the incoming call number, incoming call and outgoing call, operation busy/idle, call transfer, call pick-up, call waiting, conference call, internal communication, communication interception, communication monitoring, communication break-in, forced detection of the conventional call center. In addition, it also adds night mode, so that the system can switch into night mode automatically when nobody is on duty at night. Under night mode, the system will automatically forward the incoming call to the designated working group or designated telephone or mobile phone. Meanwhile, it also adds a voice mail service function, which will tell the caller to leave his or her question as well as the information he or she wants to be hear back on when the telephone is busy and which will allow a reply to these left messages when the telephone is free, so as to prevent the information from being missed.