For decades, telecom has been one of the most heavily regulated sectors worldwide. By passing its Telecom Deregulations Act of 1996, the United States made a major move toward liberalization of its telecom sector and many other countries followed suit. Deregulation and increased competition stimulated the development of many alternative telecom technologies such as Voice-over-IP. Telecom deregulation and Voice-over-IP technology have opened up many new revenue generating opportunities in the telecom sector.
One such opportunity is the offering of callback services. While in a typical call the caller dials the called party directly, in a callback scenario, a callback server dials the caller, obtains a destination number via an IVR script, dials that number and connects the call. Because of the reversed call path and utilization of VoIP technology, callback providers can save money and correspondingly can pass some of those savings in the form of lower prices to end-users. The callback business typically attracts entrepreneurs who want to enter the VoIP market, businesses that already offer class 4 service or other VoIP services, and providers who want to diversify their revenue streams.
SysMaster offers integrated, feature rich and scalable callback solutions. Such solutions feature multiple callback methods, including phone, email, SMS, web and ANI/DNIS, powerful call billing capabilities and intuitive CRM web portals. Because all solution components are manufactured by SysMaster, service providers can save on integration costs and can deploy callback solutions quicker.
How does the solution work?
- The user subscribes to a callback service and obtains service number and PIN.
- The user dials the service number from his home phone. Alternatively, he/she sends an SMS message with PIN information to that number.
- After hearing ring tone of the dialed number, the user hangs up the call.
- After short period of time, the callback server calls the user’s designated phone number.
- The user picks up the phone and hears an IVR script that asks him/her for a destination number.
- The user provides the destination number using the phone dialpad and the callback server connects the call.
Service provider experience
- When the user calls, SM7000, which is connected to the service number, captures caller ID information.
- When the user hangs up the call, SM7000 sends a request to VoiceMaster® to provide a phone number associated with the caller ID.
- SM7000 calls the phone number returned by VoiceMaster® and sends IVR prompts to the caller, inviting him/her to enter a destination number.
- SM7000 reads the destination number and sends an authorization request to VoiceMaster®.
- VoiceMaster® verifies account information and authorizes the call if the user has sufficient balance.
- SM7000 passes the destination number to uniSwitch and requests routing information*.
- uniSwitch returns to SM7000 the IP address of the remote gateway and SM7000 connects the call*.
- Upon call completion, VoiceMaster® records complete CDR information for the call and debits the user account with accumulated service charges.
Solution components and requirements
Core elements of SysMaster's Callback Solution include:
- VoiceMaster® VoIP Billing, a robust billing server that supports a wide spectrum of pre- and post-paid VoIP services, including callback.
- SM7000 VoIP Gateway with callback modules, a flexible switching device that provides universal IP-PSTN switching, high flexibility and remote feature upgradeability.
- uniSwitch Softswitch**, an advanced VoIP softswitch that provides routing and secure and reliable peering between peer networks.
* In deployments without uniSwitch, VoiceMaster® provides call routing information.
** uniSwitch is required for high volume callback implementations.