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MindPlane
Creates New Satellite Communications Link with Internet User Interface
Application for Satcom Direct
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Satcom Direct, Inc. is an authorized reseller of
satellite communication services for aviation, maritime, and land
mobile systems.
The
Business Objectives
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Reduce
time to Ground-to-Air connect to a maximum of 40 seconds.
Auto detect fax tones and route to fax terminal.
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Reduce
time to setup and activate new planes on the Satcom Direct
switch. The previous wait time for plane setup was 48
hours.
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User
interface should allow easy modification of plane setup, this
will enable Satcom to make a modification and test it while the
plane is available for testing. Changes previously had to
be made through a third party causing delays and slow turn
around on minor modifications to the plane setup.
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Provide
connection troubleshooting that can be turned on and off for a
specific plane, that will record a call in process until
connected.
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Provide
on-line reporting of plane setup, customer usage, connection
activity.
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Professionally
recorded greetings and menus than can be implemented and updated
remotely.
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The
Solution
A
new Satcom Direct switching program created using IVR technology.
The application receives a call which is identified for a specific
plane. A menu of plane terminal options is played. After the
caller selects the terminal to connect to, the application places a
call to all satellite regions simultaneously. When the plane
is located the the caller and the plane are connected. Also,
an option was added to allow a fax terminal to be defined and a
plane to be setup to auto detect faxes and send the fax to the fax
terminal.
An
internet application was developed allowing Satcom Direct personnel
to add new planes or modify a plane's setup from any computer with
internet access. The home page displays month-to-date
statistics on time to connect, number of attempted calls, number of
completed calls. Web-based reporting provides information on
plane set-up, customer usage history, connection activity in both
textual and graphic formats. Also, the internet application
allows Satcom Direct personnel to listen to recordings of
connections attempts for trouble-shooting purposes.
Separate
access to the website was created for the voice talent. The
voice talent access the website on a regular basis and receives a
report of voice files to be recorded. The voice talent then
calls a specified phone number to record the voice files needed for
the Satcom Direct switch.
Results
The
new system has been in place
since May of 2000 .
The time to connect has averaged around 30 seconds. Satcom
Direct personnel are able to add and modify planes in minutes rather
than days. “The new software design that was created by
MindPlane has made a tremendous improvement for the customers
and operation of Satcom Direct, Inc”
according to Jim Jensen, CEO and owner of Satcom Direct. "The system has proven itself to be reliable,
dependable, and user friendly."
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