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Managing Special Projects
Each special project, whether for Reseller training or to deliver a special application to an end user, is treated individually. Special projects typically comprise common elements, however, so we've evolved a standard approach to their managment. In part, our program includes:
- Project Feasibility: We determine whether an application will work and provide a written report. If requested, we can provide a set of preliminary specifications.
- Project Design: We can develop a step-by-step, component-by-component design specification for the project, suitable as a blueprint.
- Execution: For Resellers who are just getting started, we can assist during installation, using the opportunity as a training experience for your personnel.
- 4Voice Programming: We routinely write programs that use Scout's fourth generation scripting language.
Special Scout Applications
Scout usually can be configured to support a call center by using only its native utilities. Scout's system requirements and capabilities are well documented. Some of our Scout projects require special integration, however, whether for database access or to work with a particular phone switch. These opportunities comprise Special Scout Applications and thus are contracted as Professional Services projects. Examples include:
- Special Interactive Voice Response programs (see below).
- Integration with non-supported operating systems.
- Integration with special management programs.
- Integration with particular types of telephone equipment.
Customers sometimes construct their own IVR scripts using Scout's native utilities, such as Call Flow Manager. Where performance and special integration requirements intervene, however, Scout supports a fourth generation programming language, 4Voice, that delivers industrial grade, specialized applications. Contact Point supports this work with ongoing maintenance programs and can deliver professional voices or train the customer's personnel to supply voice prompts as needed.
Advanced Integration for Scout
Operating Systems: Scout Agent runs on MS Windows. We recommend a 32 bit version (Windows95 or Windows NT Workstation 4), but some of our clients run Agent on Windows 3.11. Requirements to host Agent on UNIX or some other client will be considered, but are approached as special projects. At the back-end, Scout integrates with databases that comply with ODBC specifications. Requests to integrate with host systems through screen-scraping are reasonable, but again are approached as special projects.
Special Management Programs: We've accomplished an integration with Magic Solutions' Support Magic for help desk operations. Provided the management system has a workable Applications Programming Interface, we may be able to accomplish an integration with Scout. These opportunities are approached as special projects.
Special Telecom Integration: Native Scout integrates with most PBX equipment through hookflash transfer. Scout also supports internal T-1 hardware from Dialogic and provides a special integration template for the Comdial DXP. Contact Point has developed an integration platform, called Horizon, that uses third party products as integration vehicles. For example, we've integrated Scout with the Mitel 2000SX Light and the Nortel Meridan using VBPC technology from Voice Technology Group and with the InterTel AXXESS line of products using their OAI integration toolkit. Other integrations are possible, whether with VBPC, Dialogic's CT-Connect, or another integration toolkit. If we have already productized an integration, we can provide it as a site-installed product. Other integration opportunities that require primary development work are pursued as special projects.
How Professional Services are Priced
Contact Point Technologies typically delivers Professional Services on a time-and-materials basis. Our programmers and technicians work at competitive rates, but we are individually and collectively certified on numerous platforms and technologies. We charge accordingly.
If the project appears to lead to a marketable product, we may consider appropriate price reductions. At least two conditions apply:
- Contact Point Technologies retains exclusive rights to all of the code we produce for special projects. We grant a license for that code to the customer.
- Contact Point Technologies exercises sole discretion as to whether the codes we develop for a special project will, indeed, be productized for wider release.
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