A whole set of actions is required for launching a hot line:

• A phone number is registered;
• Infrastructure of call distribution is adjusted;
• The form and frequincy of reporting is being agreed upon with you;
• A software interface for operators is being created that would give the tips and allow to record all the inbound calls;
• The team of operators is intensively trained to handle the calls of this project.

Each operator of the call center has his own name and password for entering the system. This account cotains information about this operator's skills in handling calls of various topics that are being served at present by the call center. After a call arrives to one of the phone numbers, the system identifies the number from which the call arrives and what topic it is of. After identifying the subject, the system transmits the call to a free operator authorized to answer the calls of this project.

Simultaneously with receiving the call the operator sees on the monitor of his workstation the information on his project and a tip with the answer scheme and the interface to the database that should be fullfilled during the answer. The call center supervisors can connect to any operator's conversation for controlling or interrupting the conversation in a case of emergency; they can also plug additional operators to the services with over traffic.

If all the operators of the required skill are busy, the intellectual call processing system is being activated - the caller gets information about the anticipated time of waiting, and can listen some information on his subject via IVR or enter some data into the system - e.g., know his current account in a bonus program.

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