Requirements
# Title Requirement Importance
1 Login / Out Allow login feature with Gmail account. Must
2 Add / Delete users Enable addition / modification / deleting users to the system Must
3 User roles Arranging users by groups / roles. must
4 Receiving calls Receiving calls must be done within the portal without refreshing the page (Javascript / Node.js) Must
5 Multi number choosing which phone number to use when calling our and ability to accept calls from multiple phone numbers. Must
6 Outgoing calls Allowing Outgoing calls using multiple numbers and ability to chose the number to make the call with. Must
7 Caller number Showing caller number in the portal Must
8 concurrent calls Make and receive concurrent calls Must
9 Call control Mute and unmute / place call on hold as needed from the call console, Supervisor Monitor mid-call, Supervisor Whisper Mid-call, Supervisor Barge-in mid-call, Pre-call automated details whisper to agent Must
10 Forward call Ability to forward the call internally to another agent or another phone number externally. Must
11 Forward call discussion prior to customer Ability to communicate within the team before forwarding the call to the customer. Must
12 Call recording Call recording and recording tracking and management, recording of incoming and outgoing calls, recording of the call even if transferred to another agent, recording the calls between agent and customer and agent and another agent. ability to combine recordings in one ticket. Must
13 Caller ID and history Automatically surface customer details, including full interaction history from previous calls. Must
14 conditional routing multi conditions routing the calls by day / time / group of agents / available agents / priority of the agent / IVR menu priority. Must
15 Call queues Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. Must
16 Queues Call back queues call back request to be saved and served to the agents once the agent is not on call Must
17 Real-time dashboards real-time call data, Interactive dashboards, team data, wait time reports, hold time reports, abandoned calls reports....etc all reports must be on a group level + agent level Must
18 agent status agent status online / offline while logged in while online will receive the calls but offline will not. Must
19 Wrap up time time the agent is online but on hold doing other tasks until available to take new call Must
20 Wrap up time restriction Limit the total warp up time available for agents Must
21 Track caller country Ability to record and pull report base on the user country. Must
22 Integration to zendesk create zendesk ticket with all information of the call (recording if enabled, phone number called, customer phone number, customer IVR Must
23 putting call on hold ability to put the call on-hold / mute, if on-hold there should be some music. Must
24 ticketing system to combine information ticketing / tasking system with identification numbers to save all information and recording before sending it to zendesk, tickets will have on-hold and solved and open status. Must
25 Rating after call gather rating after the call is done. Must
26 conference calls allow conference calls with multiple parties Must
27 dropped call tracking track who close the call first, agent or user. Must
28 tickets categorization tickets must have categorization for each call. Must
29 multiple phone numbers choosing which phone number to use when calling our and ability to accept calls from multiple phone numbers. Must
Hi there,
I have reviewed your requirements and understood that you need Twilio calling / Task router app. We have experience in developing similar requirements.
Kindly initiate messaging so I can share you our portfolio and clients we are working with.
Thank you.
Hello, I am expert working on TWILIO and i understand your project. I worked with TWILIO many times before , Please message me so we can discuss, Thank you.
Hi there, I have read the details I am experienced with Javascript, node.js, PHP, VoIP. I can help you with this job, Please come to chat so we can discuss this job.
Hi there,
We've experience in developing twilio based contact center applications. We can share our work history with you over chat. Your requirements are quite extensive. We'll evaluate in detail and share the cost over chat. Looking forward to hear from you.
Thank you!
HIGHLY interested with your project. I'm ready to start right now. I'm an individual developer and my completion rate is always 100%. I STRICTLY BITE only WHICH I CAN CHEW.
Knock me please