Development of a J2EE-based Voicemail System for a Telecom Company

The client

Continental Telecom,Inc.is a diversified telecommunications company providing services nationwide. Investing in leading call center and software solutions and using state-of-the-art technology, it offers a unique solution for businesses who wish to outsource their call-handling needs. We have established a long-term partnership with CTI by providing a typical model of ODC service.

What the client wanted

With the business growth, the client realized that manual operations were not affordable to consistently provide standby services at any time. To sharp the competitive edge, the client needed a voicemail system based on CISCO call manager which may dramatically enhance the business efficiency as well as reduce vast cost, and the following functionality were required to effectively support its business process:

• The system could transact the voice message into data information and then save them into the server.
• The voice information in the server was available to be picked-up by any user.
• With the voicemail system, the client could make operations to the message as listening to the message back and forth, even revising, deleting and attaching it. In doing so, the message that has been left by customers would be correct and integrated, which is helpful for the operators to deal with problems.
• A personal responder (mail box) should be provided for each extension.
• The system required every mail box to auto-answer the calls inbound by means of recording the answering information in advance.

Approach

Prior to building the system, we began our work with requirements discussions and a thorough analysis, translated it into a clear technical requirement, created logic design and came up with system specification. The professional technologies like JMF, JTAPI, Java bean, Java swing, JSP, Servlet and Postgre SQL database were used to provide an economic but stable and highly scalable application which is based on B/S structure in the following incremental development phase.

Shinetech helped the client realize its goal by implementing the following aspects:

• Each voice mailbox is correspondent with an IP phone.
• Users may leave messages to voice mailbox when the owner is not available to answer the phone call.
• System may send email to mailbox when new messages arrive.
• The mailbox owner may listen to the message with media player in case the IP phone is not available.
• Mailbox owner may manage his/her mailbox on Internet.
• Administrator of the system may manage the whole system on Internet.

Benefits

With the above solution, Shinetech developed the system to improve the efficiency of the client's business process and cut down the redundant running cost in the existing system.

• Significant improvement in the time of the running cycle.
• Improved customer care through the capable and flexible system.
• Cost reduction for the client.

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