Leading systems integration and software engineering company, Bytelogix, has been commissioned by MTN SA Foundation to provide a call routing solution for Childline's emergency call centre service. The solution will use Bytelogix's Dynamic Call Routing (DCR) application and an integrated SIGTRAN stack.
Childline's nationwide, well-known 08000 55555 emergency number provides free, donor-supported trauma and emergency counselling to children and families in South Africa. Childline's specific requirement was for a system that provides location-aware, day-of-the-week, and time-of-day voice-call routing. In addition, Childline says it is essential all calls made to the 08000 55555 number are routed to a local counsellor, who is most likely to speak the caller's vernacular and share a common cultural and geographic background with the caller.
"With this in mind, it was imperative the chosen solution ensured any calls made to the national Childline emergency number are routed to the correct Childline call centre," said Angie Maloka, senior manager from the MTN South Africa Foundation.
Bytelogix's DCR application was the most suited application, as it ensures any emergency call made from a handset on the MTN network will approximate the caller's location; determine which province the caller is located in; as well as determine the call centre numbers in that province for the day-of-the-week and time-of-day. The DCR will also select a call centre number (if there is more than one), and instruct the MTN switch to route the call to the call centre number.
Additionally, Bytelogix's DCR system is able to manage Childline's requirements of five transactions/calls per second and offers carrier-grade performance and availability through mobile network partner MTN, which has ensured all MTN calls made into the Childline call centre will be zero rated.
"Our solution comprises two highly available DCR applications, each running on a Linux computer in the MTN data centre," said Jennifer Cherry-Cunnington, managing director of Bytelogix.
"We are able to configure multiple call centre numbers, distribute calls between available call centre numbers and able to provision new combinations of area, day-of-week, and time-of-day," continued Cherry-Cunnington.
With the Bytelogix solution, it is also possible to remove a call centre from service for Childline counsellor training, as well as redirect calls between call centres during the training.
Dumisile Nala, national executive officer of Childline South Africa, said its call centres cover the entire country and respond to more than a million emergency calls per month. "Trained counsellors are available at regional call centres and our research has shown children will call the emergency number on average 21 times before they are able to speak to a counsellor," she said.
"We are therefore thrilled at the Bytelogix solution that ensures when someone calls into the Childline call centre, they feel comfortable communicating with someone who speaks their language. Bytelogix and MTN have been and continue to be the perfect technology partners for us," concluded Nala.
Share