Proposal on Contact Center Solution

for
Ashim

Our Ref09/01/17/CC01

January 03rd 2017

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or reproduced for distribution outside of the client organization
 STATEMENT OF CONFIDENTIALITY

 2018 A.K. Khan Telecom Limited. All rights reserved.

CONFIDENTIAL - No part of this document (the “Proposal”) may be photocopied,

reproduced, distributed or otherwise made available in any form/manner to any third party
without the prior written permission of A. K. Khan Telecom Limited.

Client understands that the contents of this Proposal are strictly confidential. In choosing
to read the contents of this Proposal, the Client undertakes not to disclose the information
contained herein to any third party.

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or reproduced for distribution outside of the client organization
 LETTER OF PROPOSAL SUBMISSION

March 22, 2018

Mr. Ashim
Dhaka, Bangladesh

Dear Sir,

In response to your request of proposal on a complete solution of Contact Center, I am

submitting this proposal by considering all your requirements that we discussed in the
meeting today.

Please accept our proposal to give us the opportunity to deploy the solution for your
company to maximize your business scope.

I therefore hope that, you will take action favorably to this effort so that we could serve
you best very soon.

Yours in Solution Marketing

A. K. KHAN TELECOM LIMITED

Shakil Jowad Rahim

Head of Operations

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or reproduced for distribution outside of the client organization
 Business Requirement
of
“Ashim”

The Business Requirements of Ashim is to setup a contact centers for domestic and
International market. As per discussion in the meeting, you would like to setup a contact
centers with 7 seats initially with essential features.

In today’s context where contact center plays an important aspect in communication, Stable
solution is a basic requirement for continuation of all activities.

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or reproduced for distribution outside of the client organization
 COMMERCIAL PROPOSAL
Product Pricing

InfoCall Contact Center Product

Components BDT Descriptions

- Manual Outbound, predictive dialer

- Basic ACD with basic IVR
InfoCall Contact Center Base
- Voice Logger, Multiple Lead Management,
Module 150,000
Default CRM, Quality Management, Real time
monitoring2

Call Center User License 9 15,000 x 9 =

1 Admin, 1 Supervisor and 7 Agents
Agents 135,000
- 7 Agents, 1 Admins & 1 Supervisors Licenses &
Total Product Cost 285,000
InfoCall Base Module and other Products
Total cost including 5% VAT 299,250

Installation
Item Name Description Qty Unit Price Total Price
Application installation,
Installation & basic
configuration, basic customization & 1 50,000 50,000
customization
training
Total 50,000
Total including 15% VAT 57,500

Hardware & Others

Item
Model Qty Unit Price Total Price
Name
HPE ProLiant DL 120 Gen.9 1U Rack Server with 1xXeon
E5-2603v4, 1.7GHz, 6 Core Processor, 1xHPE 16GB 2Rx4
Server PC4-2400T-R Kit (DDR4-2400MHz) Memory, 2xHP 1TB 1 210,000 210,000
6G SATA 7.2k 3.5in SC MDL HDD (Hot-plug), HPE
Ethernet 1Gb 2-port network Adapter, HPE Dynamic Smart
HP 250 G6 6th Gen Intel Core i3 6006U (2.0GHz, 4GB
Laptops DDR4, 1TB) DVDRW, 15.6 Inch Black Notebook (2 Yr 7 33,500 234,500
Warranty)
Headset Accutone TB910QD + AUC USB Cord 10 6,500 65,500
Total 510,000
Total including 5% VAT 535,500

AMC ( Annual Maintenance Charge)

Item Name Model Qty Unit Price Total Price
15% of Application or 60,000 BDT which is
AMC 1 67,500 67,500
greater.
Total 67,500
Total including 15% VAT 77,625

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 Total Solution Price
Content Price in BDT
Call Center product 299,250
Installation, Configuration, Basic Customization & Training 57,500
Hardware & Others 535,500
AMC (Annual Maintenance Cost) 77,625
Grand Total in BDT 969,875
Total Product Cost in BDT: Nine Lac Sixty Nine Thousand Eight Hundred Seventy Five
Only

Payment Term and Conditions

1. Payment Mode: Client will provide A/C payable cheque to the vendor.
A/C Pay to: A. K. Khan Telecom Limited.
2. 60% payment in advance along with purchase order and rest 40% within 7 days
after successful installation.
3. Additional Cost should make payable as per vendors compliance.
4. Price is Valid only for 30 days from the date of issue.
5. Price is including VAT
6. All price Quoted is in BDT.
7. A. K. Khan Telecom Limited Reserved the Right of Software Source code.
8. A. K. Khan Telecom Limited has the right of canceling Agreement with any
clients if any of those terms and conditions is invalid.
9. Warranty: 2 Years warranty on Server and Laptops and 1 year limited warranty
on headsets. For headsets if manufacturer defects only as per manufacturer’s
terms & policies.
10. POPUP manu customization – fields only and no integration for free for 1st 3
months.
11. 24/7 supports online and phone and 9:00 am – 6:00 pm onsite support available.
12. Delivery: within 7 days after receving 60% payment with purchase order.

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Call Center Solution

Introduction

Today AKTL’s research and development team has invented their own contact center
solution “InfoCall” in the field of Communication applications with all interaction
channels-Voice, Chat, E-mail, SMS and Fax. AKTL has already implemented large
number of contact centers and enterprise solutions in Bangladesh.

AKTL in the partner of Digium, Sangoma and Xorcom for IP telephony & VOIP products
and also a partner of Plantronics, and Accutone for the best quality headsets for contact
center industry. AKTL also provides design, implementation and support services.

AKTL is also a partner of Polycom, which is world famous for video conferencing
modules.
Pace of business and the level of competition have increased dramatically over the last five
years – enterprises are getting extremely focused on customer experience and operational
efficiency. Nowadays, successful enterprises use IT as a backbone to achieve greater
results and the new concepts like SOA1 and BI22 are outcome of the evolution.
SOA offers following business benefits:
• Ability to more quickly meet customer demands
• Lower costs associated with the acquisition and maintenance of technology
• Management of business functionality closer to the business units
• Leverages existing investments in technology
• Reduces reliance on expensive custom development

InfoCall contact center is the indigenous technology platform, is built from scratch with
SOA concepts. Facilitating the recommended Start-Small SOA approach, it is an ideal
fitment for enterprises that practice constant innovation and process intelligence to improve
their business results.

1
Service Oriented Architecture [http://en.wikipedia.org/wiki/Service_oriented_architecture]
2
Business Intelligence 2.0 [http://en.wikipedia.org/wiki/Business_Intelligence_2.0]

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Solution Description

InfoCall has designed in modular concept for ease of management and integration.
The solution has different module to implement different features.

Predictive Dialer/Skill Base Routing

A predictive dialer dials a list of telephone numbers and connects answered dials to
agents. Predictive dialers use statistical algorithms to minimize the time that agents spend
waiting between conversations, while minimizing the occurrence of someone answering
when no agent is available.

Automated Call Distribution

InfoCall ACD has the capability for session management, fully developed ACD with
queue management and skills based routing, trunk management.

DNC (Do Not Call) Management

InfoCall has the feature to manage DNC list. Based on the campaign or Telemarketing
result user can enlisted customers in DNC list and any time he can exclude the number
from DNC List. The system checks the DNC list before executing any outbound call for
Telemarketing or campaign.

Inbound-Outbound Campaign Management

InfoCall has a complete module to manage Campaign both for inbound and outbound.
User can schedule multiple campaigns for any particular future or present date. User can
schedule a campaign by uploading predefined formatted CSV/Excel file in system.

Voice Logger

InfoCall has the capability to record meeting/conversation/conference content. And

from the Admin Portal this content can be downloaded or one can listen from the
portal.

Voice Mail

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Often it is required to deposit voice mail if the agent is not available, in a holiday or out
of the office hour as well as when the all lines/agents are busy. And later agents can
check the voice mail and can schedule callback to the interested customers.

InfoCall has the feature of Voice Mail. User can customize the IVR as required to
implement the Voice Mail.

Text-to-Speech Manager

The solution has the capability to prepare text file or meeting minutes of the
conversation/meeting from its voice logger. Also there is an option to send this meeting
minute/conversation details through mail.
Admin & Management Portal

Agent configuration and management can be done from the admin & management
portal. InfoCall has Admin Portal to manage, schedule the campaign, call back to the
customers. The customer can schedule a call back, Conference or campaign of
different modality including pre-schedules, adhoc and rescheduled. Agent will login to
the web portal using their user password to initiate any activity.

During the conversation moderator can whisper, mute, keep on hold specific
participant using this control panel. Also other configuration like on hold music
setting, waiting for meeting/conversation voice setting can be done from the admin
portal.

Reporting Portal

InfoCall provides the robust reporting tool to the customers. User can generate customer
wise conference usage and status. Customer profile and other reports can be shown from
this portal.

Customer Care Portal

All conference related information are stored in reporting server from where any types of
query can be resolved using the customer care portal.

Audit Trail & Authentication

The system is capable to log all user and customer activity in database to generate audit
trail report. Also all user access to all portals & conference call is authenticated with ID
and password.

Other Major Module

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 ▪ Auto dialer
▪ DNC Management
▪ Inbound and Outbound Campaigns
▪ Forms , Scripts
▪ Agent console
▪ Advanced Reports
▪ Integration with CRM (Based on Web Service)

Features of InfoCall Call Center Solution

Major Features

1. Inbound, Outbound and Blended call handling

2. Outbound agent-controlled, broadcast and predictive dialing
3. Web-based agent and administrative interfaces
4. Ability to have agents operate remotely
5. Integrated call recording
6. Three-Way calling within the agent application
7. Scheduled Callbacks: Agent-Only and Anyone
8. Web-configurable IVRs and Voicemail boxes
9. Scalable to hundreds of seats
10. Ability to use standard Telco lines and VOIP trunks

Basic Features

1. Manage the entire PBX from a single Portal.

One supervisor/administrator and each extension is provided a unique user name and
password for user-friendly web-based management.

Each user will hear voice mail and call recordings and view call logs for his account.

The Administrator manages each extension's user privileges. Click on the demo button
at the top of this page to try it now.

2. Multiple Country number selection.

Buy phone numbers from IP-PABX with choices of over 60 countries at the same
time.

3. Talk Time Management.

Allocate talk time for outgoing calls, to each extension, as much as you want, from 0
to $100 increments.

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4. Account Management
View all account bills and invoices and pay them instantly online.

5. IVR (Interactive Voice Response System Voicemail System) /Auto Attendant

Record your own customized voice menus and manage according to your own needs.

Assign a different MENU / Auto Attendant for specific phone numbers, in different
languages.

6. Call Detail Records - Call Logs

View, print, search, file all incoming and outgoing calling records, by extension, or by
phone number or by name.

7. Voice Mail
Voice Mail management system. Be alerted to and/or listen to voicemail in five ways.

1. Voice Mail via email.

2. Default or Custom Voice Mail Messages
3. Voice Mail Via Personalized Web Interface.
4. Voicemail Forwarding.
5. Visual Message Waiting Indicator on IP Phone.

8. Music on Hold
Place clients on hold and please them with soothing music.

9. Call Waiting
Enable or disable Call Waiting for each extension.

10. Caller ID
Select the PHONE NUMBER to send out as your caller ID.

11. Call Forward on Busy

Call can be transferred to another number, if extension is busy.

12. Call Forward on No Answer

Call can be transferred to another number, if there is no answer on the extension for a
specified time.

13. Call Transfer when not online

Transfer call from one extension to another extension or external number when the call
is received and the original IP extension is not online.

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14. Call Conferencing
Conduct multi-party conferencing.

15. Do Not Disturb

Place any extension on "do not disturb" mode, and all voice calls are pointed to
voicemail.

16. Call routing and queuing

Route the call to any other extension and queue calls when in another call.

17. Directed marketing messages

Configure marketing message in IVR to promote any product.

18. Store service response

Application will log all responses from service and customers for future tracking.

19. Connections to backend databases and call management and other enterprise
applications
Developed in SOA model to incorporate 3rd party module or advanced module of
InfoCall.

20. Compatibility with any SIP Phone.

IP-PABX is based on SIP voice protocol. Use any IP phone or IP phone adapter.

Advanced Features

1. Ability for an agent to call clients in succession from a database through a web-
client
2. Ability to display a script for the agent to read with fields like name, address, etc.
filled-in
3. Ability to set a campaign to auto-dial and send live calls to available agents
4. Ability to dial predictively in a campaign with an adaptive dialing algorithm
5. Ability to dial on a single campaign across multiple Asterisk servers, or multiple
campaigns on a single server
6. Ability to transfer calls with customer data to a closer/verifier on the local system
or a remote Asterisk server
7. Ability to open a custom web page with user data from the call, per campaign
8. Ability to autodial campaigns to start with a simple IVR then direct to agent
9. Ability to broadcast dial to customers with a pre-recorded message
10. Ability to park the customer with custom music per campaign

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 11. Ability to send a dropped call to a voicemail box, queue or extension per
campaign if no agent is available
12. Ability to set outbound CallerID per campaign or per list
13. Ability to take inbound calls gathering CallerID
14. Ability to function as an ACD for inbound and fronter/closer verification calls
15. Ability to have an agent take both inbound and outbound calls in one
session(blended)
16. Ability to start and stop recording an agent's calls at any time
17. Ability to automatically record all calls
18. Ability to manually or automatically call upto two other customer numbers for the
same lead
19. Automatically dial unlimited alternate numbers per customer until you get an
answer
20. Ability to schedule a callback with a customer as either any-agent or agent-
specific
21. Ability in Manual dial mode to preview leads before dialing
22. Ability for agents to be logged in remotely anywhere with just a phone and a web
browser
23. Faster hang up and disposition of calls with one key press (Hot Keys)
24. Definable Agent Wrap up-time per campaign
25. Ability to add custom call dispositions per campaign
26. Ability to use custom database queries in campaign dialing
27. Recycling of specified status calls at a specified interval without resetting a list
28. Dialing with custom Time Zone restrictions including per state and per day-of-
the-week
29. Dialing with Answering Machine Detection, also playing a message for AM calls
30. Multiple campaigns and lead-lists are possible
31. Option of a drop timer with safe-harbor message for FTC compliance
32. Variable drop call percentage when dialing predictively for FTC compliance
33. System-wide and per-campaign DNC lists that can optionally be activated per
campaign
34. All calls are logged and statuses of calls are logged as well as agent time
breakdowns
35. Load Balancing of call across multiple inbound or outbound Asterisk servers is
possible
36. Agent phone login balancing and failover across multiple InfoCall servers
37. Several real-time and summary reports available
38. Real-time campaign display screens
39. 3rd party conferencing(with DTMF macros and number presets)

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 40. 3rd party blind call transfer
41. 3rd party conferencing with agent drop-off
42. Custom Music-On-Hold and agent alert sound for inbound calls
43. Estimated hold time, place in line, overflow queues and several other inbound-
only features
44. Skills-based ranking and call routing per inbound group(queues) and campaign
45. Queue Prioritization per campaign and inbound group
46. Single agent call queuing
47. Ability to set user levels and permissions for certain features and campaigns
48. Ability for managers to listen-in on agent conversations
49. Ability for managers to enter conversations with agents and customers
50. Ability for managers to change the selected queues for an agent
51. Ability for agents to select a Pause Code when they are not active
52. Ability for agents to control volume levels and mute themselves
53. Ability for agents to view the statuses of other agents on the system
54. Ability for agents to view details for calls in queue that the agent is selected to
take calls from
55. Ability for agents to select and click to take calls in queue from their agent screen
56. Agent shift enforcement by day and time, defined per user group
57. Full Queue Metrics-compatible call logging, inbound and outbound
58. Several integration features: user-sync, account-sync, data interconnection
59. Full integration with Sangoma Call Progress Detection(CDP) for better
Answering Machine Detection(AMD)
60. Multi-function web-based agent API allowing for control of agent sessions
including click-to-dial outside of the agent screen
61. Lead import web-based API
62. Web-based data export utilities
63. Separate Time-clock application to track user work time
64. Web-based administration
65. DID, phone and carrier trunk provisioning through the web interface
66. Client web-app web pages available in English, Spanish, Greek, German, French,
Italian, Polish, Portuguese, Brazilian Portuguese, Slovak, Russian, Dutch,
Swedish and Traditional Chinese.
67. Admin web pages available in English, Spanish, Greek, German, Italian, French
and Brazilian Portuguese.

Benefits of Call Center Solution

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In the traditional contact center, technology use to control your business. With InfoCall,
now you take control of impacting your company’s bottom line:
Meet Business Goals

Configure contact center processes based on existing business rules to enable efficient
and effective operations.

Increase customer loyalty through exceptional customer service

Immediately identify your customers, routing them to the best-suited customer

representative and offering them services that meet their profile — that’s service.

Generate higher revenues

Implement competitive up selling and cross-selling campaigns to increase sales

opportunities among existing and potential customers. InfoCall helps by providing
personalization, call blending and faster response rates.

Decrease total costs

Eliminate the need for costly multi-vendor integration or replacement products with the
flexible, comprehensive InfoCall solution.
Accelerate ROI. Reduce time-to-market with InfoCall’s quick deployment capability —
typically within weeks.

IP PBX Solution

Introduction

An IP-PBX is a customer premises business phone system that manages telephones

throughout the enterprise and acts as a gateway to both voice and data networks. An IP-
PBX allows you to place calls using a network instead of standard telephone infrastructure.
Telephones can be connected to the IP-PBX via the network and calls can be routed via the
network instead of the standard public switched telephone network.

Advantages of InfoCall IP-PBX system

Multiple Branch Offices

With Internet Protocol, expanding your business phone system to multiple branch offices
sites is easy. Integrated IP Gateways allow you to traffic calls between offices over the
Internet and save on long distance charges. Dialing branch offices is as easy as calling an

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extension down the hall. Make certain that your InfoCall IP-PBX has an administration
tool that simplifies the process of configuring IP gateways between remote systems.

Cost Effective

InfoCall IP-PBX enables businesses to reduce the cost of long distance calling by routing
calls inexpensively over IP networks. If you have overseas facilities, using the InfoCall IP-
PBX could reduce your business's costs significantly.

Remote Office

Even if your business has a single remote office, InfoCall IP-PBX can give you the
flexibility to pick an affordable solution. Purchasing a solution that allows for a small or
large number of IP trunks might be right for you.

Work from Home

Vertical's sophisticated InfoCall IP-PBX software extends easily and seamlessly to your
telecommuters, contractors, and consultants and makes them part of the corporate phone
system.
Each day, technology is taking strides towards making it easier to communicate, no matter
how far apart the two end points may be. Companies are using revolutionary new ways to
communicate internally and with clients and customers. The InfoCall IP-PBX system,
which is the backbone of a firm’s telecommunications network, is assuming a new shape.

InfoCall IP-PBX is the latest, cost-reducing replacement for legacy Public Switched
Telephone Network (PSTN) phone systems. InfoCall IP-PBX system is essentially a
software-based program that resides and runs on PCs and servers on a network. The
InfoCall IP-PBX system integrates with computer applications resulting in hybrid call
management assets that greatly improve call handling and messaging, enabling superior
customer service. Examples include integrated voice mail and e-mail, a graphical user
interface for telephony functions, enhanced call center features, and many more.
InfoCall IP-PBX system can significantly reduce telephone charges, particularly by
eliminating long distance calls. For companies with remote access and mobile workers,
this is clearly a valuable benefit. In addition, overall communications infrastructure
management is simplified with an InfoCall IP-PBX system, because voice communications
run on an existing data network, For example, adding new InfoCall IP-PBX endpoints to a
network does not require installing new phone cables. All that is required is to configure
the new workstations or IP endpoints for voice calling, moves and changes are just as easy.
With the InfoCall IP-PBX system, voice and data communications can be converged so
that there is a minimum of extra load on infrastructure management. Customers are the
ultimate beneficiaries of conversion to the InfoCall IP-PBX system. With superior call
handling, customer satisfaction soars.

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Keeping pace with the rapidly advancing technology in the world of telecommunications
is not only desirable, but indeed, a necessity for progressive companies. With InfoCall IP-
PBX system replacing traditional phone systems, business operations can boost their
revenues, increase productivity and enhance customer satisfaction.

Audio Conference Solution

Introduction

InfoCall Conference Bridge is designed to allow the called party to participate during the
call. Conference calls are designed so that the calling party calls the other participants and
adds them to the call - however, participants are usually able to call into the conference call
themselves, by dialing into a special telephone number that connects to a "conference
bridge" (a specialized type of equipment that links telephone lines).

How it Works

1. In Conferences Bridge, you give participants a telephone number and extension to dial.
This rings into a virtual conference room that allows up to several dozen people to
participate in a two-way conversation.

2. This is the easiest way to deal with conference calls because it is analogous to walking
in or out of a real conference room. People simply call 300-nnn-xxxx extension xyz at the
appointed time, and can come and go as they please.

3. You just tell participants what 300 numbers and extension to dial at an appointed time.

4. The conference bridge can be accessed in one of several ways depending on the type of
telephone system you have, whether it supports voice over IP, and how easily it can be
expanded.

Call Flow

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If you and your business frequently require conference calls to coordinate clients,
freelancers, agents, or ones around town or around the world, then having access to an
audio conference bridge can save you both time and effort in connecting all of the
individuals in your conference call together. There are a number of companies and service
providers who will schedule and manage your conference calls for a price, but if you are
regularly having to use these services then you might want to consider purchasing your
own conference bridge so that all conference call planning and coordination can take place
in-house.

As businesses tighten budgets, a call Conference Bridge may seem like a somewhat
exuberant purchase. The system benefits businesses and individuals, though, by allowing
a person to virtually appear in a remote location without the expense and hassle associated
with physical travel. The call conference participant can use the video conference system
to hear the remote environment. Some customers feel more comfortable when they are able
to hear salesperson or executive, so a call conference bridge helps close sales. In addition,
it is an excellent training resource as employees or colleagues from around the world can
virtually converge in a single room where a concept can be discussed or demonstrated for
all to share their opinions.

Key Features of InfoCall Audio Conference Solution

▪ Multiple number of conference room can be created.

▪ Room can be assigned to multiple numbers.
▪ User PIN can be assigned
▪ Admin PIN can be assigned
▪ Can be customizing a join message.

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 ▪ Can be modified, to wait for leader or not.
▪ User count can be announced
▪ User joins/ leave can be stated
▪ MOH
▪ Whole conference can be recorded.

Solution Description

InfoCall Audio Conference solution has designed in modular concept for ease of
management and integration. The solution has different module to implement different
features.

Voice Logger

InfoCall Audio Conference Bridge has the capability to record meeting content. And
from the Admin Portal this content can be downloaded or one can listen from the
portal.

Text-to-Speech Manager

The solution has the capability to prepare text file or meeting minutes of the
conversation/meeting from its voice logger. Also there is an option to send this meeting
minute to the meeting attendees.

Admin & Conference Management Portal

Customer & Conference management can be done from the admin & conference
management portal. InfoCall Audio Conference Bridge has Admin Portal to manage,
schedule the conference. The customer can schedule a conference of different modality
including pre-schedules, adhoc and rescheduled. Moderator will invite the participants
via mail along with the meeting number and authenticated PIN number.

During the conference moderator can whisper, mute, keep on hold specific participant
using this control panel. Also other configuration like on hold music setting, waiting
for meeting voice setting can be done from the admin portal.

Reporting Portal

InfoCall provides the robust reporting tool to the customers. User can generate customer
wise conference usage and status. Customer profile and revenue report can be shown
from this portal.

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Customer Care Portal

All conference related information are stored in reporting server from where any types of
query can be resolved using the customer care portal.

Audit Trail & Authentication

The system is capable to log all user and customer activity in database to generate audit
trail report. Also all user access to all portals & conference call is authenticated with ID
and PIN number.

Network Architecture

OneXchange Servers Conference rooms will be created by

SIP TRUNKING admin , user will dial the conference
number directly if the user In the same
SIP PROVIDERS
network . Outsiders will dial the short
E1 Gateway
code and PSTN numbers . They will be
Connection prompted to enter the conference
number

PSTN
gateway

Connection
through LAN
E1 or PSTN connectivity

LAN

Mobile USERS
Office PBX USERS

Video Conference Solution

Introduction

Communication that is fast, precise and allows for visualization have become more
important than ever before. The powerful video conferencing solution InfoCall can take
your company's internal and external communication needs to the next level: You can
increase the efficiency of your employees while saving travel expenses and time.

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Regardless whether a specialist has to briefly join a meeting, or a team meeting needs to
be carried out as a video conference, our products help you do just that – easily and reliably.
Directly from your desk in the office, from your home office, or wherever you may happen
to be.

Solution Description

The IP-based videoconferencing solution combines the best of peer-to-peer technology and
client-server systems. An intermediate and costly server (MCU) is not required.

With InfoCall you can conduct multipoint videoconferences. The H.264/AVC video
encoding standard and the 16-kHz sampling and voice-optimized compression provide the
highest image resolution possible and excellent sound quality.

The low bandwidth requirements, the AES 256 bit encryption of all data, conferences
through firewalls and NAT routers, application sharing, chat function, file transfer, the
option of recording videoconferences and 12 interface languages - these are only a few of
the benefits offered by InfoCall. With our solution you can also set up a SIP-based
connection to classic room videoconferencing systems and deploy the latest hardware such
as HD webcams, USB speakerphones or the 360° panorama camera made by Polycom or
other provider.

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Application Sharing

When collaborating with colleagues, you can show them what you want directly in your
application, regardless whether you are working in Excel, Word or on a webpage in your
browser. Furthermore, you can grant other conference members the permission to edit
content directly in your application. And you can mark selected texts to highlight
important points. Collaboration has never been easier.

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Chat function

Every videoconference participant can use the chat function, which allows participants to
exchange written notes among each another; the notes can be shared with either all
members or only with selected ones. This increases the wealth of information that can be
exchanged during an ongoing video conference.

Recording videoconferences

The moderator has the option of recording a videoconference locally, including all
application sharing sessions and the chat history. The wmv file that is created in the process
can be played back at anytime with the Windows Media Player. This way you can provide
the videoconference to those employees who were not able to attend.

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Outlook plugin for scheduling videoconferences with Outlook

You can schedule videoconferences in Outlook with ease using the new plugin. The
plugin allows you to plan videoconferences by using the Outlook calendar function. The
invited participants are reminded of the upcoming conference by a calendar popup. By
simply clicking the link in the calendar, users can launch the Video Conference Solution
and join the conference. Currently the plugin is available for Outlook versions 2003 and
2007.
Scalable video image sizes up to HD quality

If you are looking for a way to hold videoconferences with excellent video image quality,
you no longer need complex and costly room videoconferencing systems. It offers
scalable video images from 240 x 144 pixels upward including full HD quality.

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USB speakerphones, HD webcams, 360° panorama cameras made by Polycom

By using the hardware currently available on the market, you have a myriad of ways to
conduct videoconferences in the highest quality possible:
The latest webcams, for example from Logitech or Microsoft, offer HD resolution for as
little as 50 to 90 euros. Use any one of these for your videoconferences and you can enjoy
unequaled video quality – directly on your desktop.
The Polycom CX5000 360° camera not only offers the ability to send a panorama image
to all participants but also provides an integrated speakerphone that allows the camera to
switch to the active speaker. The RoundTable camera gives you the ultimate
videoconference experience.
For smaller conference rooms, we recommend using a USB speakerphone such as the
Clearone Chat 150. It guarantees noise free audio transmission (no echoes or other
interference).

How does it work?

The simplicity of peer-to-peer technology combined with the performance of a client-

server system:
The solution combines the benefits of peer-to-peer technology with the performance of a
client-server system. Two-way conferences and conferences within a LAN are conducted
peer-to-peer. If more than two users outside of the LAN wish to hold a conference, or if a
firewall is blocking the connection setup, the conference is then set up over the central
server (which we refer to as the USL = User Session Locator). If so desired by the customer,
we will install a dedicated USL server on the company site so that communication is not
routed over the Internet.
Video Conferencing Solution uses port 80 to log in to our database. Once a connection has
been set up to one or more participants, USP port 3443 is required for sending the

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audio/video signals. The audio and video signals are transmitted over our USL (User
Session Locator) service on the Internet.

SMS Gateway

Introduction

InfoCall SMS Gateway provides advanced application and service provider management
capabilities with which to manage a messaging business and rapidly scale high-value
applications.
With its flexible business logic, it can be easily integrated with operator capabilities,
exposing those capabilities to third-parties and allowing operators to differentiate with
innovative new services and business models. At the same time, as a single point of
management for application-oriented traffic, it allows you to make more efficient use of
your messaging infrastructure, and implement next-generation distributed network
architecture.

Solution Description

InfoCall SMS Gateway is a complete SMS application to serve all corporate business
needs. Major features and modules of SMS Gateway Solution are describe below.

Keyword Defining and Content Retrieval

User has the capability to define keyword and content through Web Administration Portal.
Also InfoCall SMS Gateway has the capability to define web services to retrieve contents
dynamically from CMS.

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Integration features for sending SMS from external applications

The SMS Gateway can interface with multiple external interfaces to send SMS to
subscribers. The Gateway has the way to receive “SMS Sending Request” through HTTP
request from external application. Also it can send Bulk SMS for a single HTTP request.

It has the option to track the SMS sending status i.e. if the SMS is successfully sent or not.
Also it keeps the SMS request time, Sent time to generate different report based on different
input.

The external application has to provide authentication information before sending SMS.

Integration option for receiving SMS from external applications

The SMS Gateway can interface with multiple external interfaces to receive SMS from
subscribers. The Gateway has the way to PUSH “Received SMS” through HTTP request
to external application.

The external application has to provide authentication information before sending SMS.

SMS Scheduling

SMS Gateway has the ability to schedule SMS Sending time for different services,
accounts as well as for different subscribers. It has the ability to split the huge amount of
SMS sending process into multiple batch process.
Clearing of SMS Queue

The Solution comes with a suite of OAM & Reporting GUI. With this GUI Application
user can clear the SMS Queue as well. The system will clean the Queue of SMS if any
SMS is pending to PUSH to external application for a long period.

Log View and Log Clearing

All the transactions are recorded by the gateway for easy post transaction billing and traffic
analysis purposes. Application User can view those logs whenever they want it and also
has the option to clear logs as well.
It comes with a set of transactional report & logs e.g.
▪ Account wise summary report on SMS Volume
▪ MSISDN wise SMS log
▪ Periodic summary on SMS Volume (Total G/W)

Reports can be further developed based on the requirements (subject to development

charge).

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HTTP Interface

HTTP Interface for sending SMS to 3rd Party Application is also available. Similarly
HTTP based interface is also provided to 3rd Party Applications for sending SMS.
Premier Bank will have an API to integrate the application with Contact Center Solution
to send any notification to a customer after any request or as per agent instruction.

Network Architecture

Audio Conference

IP
IP Extension
Extension IP
IP Extension
Extension IP
IP Extension
Extension
Branch
Branch 01
01 Branch
Branch 02
02 Branch
Branch 03
03

Operator’s
Operator’s SMSC
SMSC

FXO/FXS
FXO/FXS Card
Card OneXchange
OneXchange IPPBX
IPPBX &
&
Analog
Analog PBX
PBX
Conference
Conference Server
Server
SIP

IPTSP SIP

Internet

PSTN SIP
OneXchange
OneXchange Server
Server CP
CP SMS
SMS Platform
Platform
Channel
Channel Bank
Bank SIP

E1 SS7/ISDN PRI HTTP

Network
Network Switch
Switch
E1
E1 Card
Card Sangoma/Digium
Sangoma/Digium

LAN
LAN 33rdrd Party
Party Interface
Interface

Agent
Agent Agent
Agent Agent
Agent Agent
Agent Mail
Mail Server
Server
CALL CENTER

LAN
LAN

Ext.
Ext. 101
101 Ext.
Ext. 102
102 Ext.
Ext. 103
103 Ext.
Ext. 104
104
IPPBX

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Solution Architecture

IPTSP

PSTN

Channel
Channel Bank
Bank
Call
Call Handler
Handler
E1 SS7/ISDN PRI
Web
Web Service
Service
E1
E1 Card
Card Sangoma/Digium
Sangoma/Digium

Interfacing
Interfacing
Web
Web Service
Service

Database
CRM
33rdrd Party
Party Application/
Application/
Interface
Interface

Reporting Portal Web

Web Service
Service
Chat
Chat Service
Service

Admin Portal

Email
Email Service
Service

Campaign
Campaign Manager
Manager
SMS
SMS Application
Application
Audio/Tele-Conference
Audio/Tele-Conference
Service
Service
Internet

CP
CP Web
Web Service
Service

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 Some of our valued clients

Exim Bank
Trust Bank Limited
State Bank of India
Commercial Bank of Ceylon Limited
Rupali Bank
NDB - SriLanka
Election commission of Bangladesh
CEAT Bangladesh Limited
UNDP
Anwar Group
Save the Children (UK)
Qatar Airways
International Federation of Red Cross
International Committee of Red Cross
Transparency International Bangladesh
Agakhan Foundation Bangladesh
Embassy of Philippines
AK Khan CEAT Limited
Bangla Cat Limited
Dhaka Chamber Of Commerce
Shanta Group
Soltius InfoTech Ltd.
Ministry of Foreign Affairs, Bangladesh
Software Solutions and Logistics Enterprise
Power Grid Company of Bangladesh
Avery Dennison
Scan well Logistics
Shakti Foundation
Chanel 71
Bengal Air Lift/GSA Cargo
Turkish Air lines
Homebound
Padma Life Insurance
Qtec
AeroMate
Bengal Circle Courier
Shandani Life Insurance Co.
Golden Life Insurance Company
National Life Insurance Co. Ltd.
Homeland Life Insurance Co. Ltd.

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or reproduced for distribution outside of the client organization
 Eastland Insurance Co. Limited.
Progressive Life Insurance
Padma Life Insurance Co. Limited
Meghna Life Insurance Co. Limited
Karnafuli Insurance Co. Limited.
Reliance Insurance Co.
Bangladesh National Insurance Co. Ltd.
Concord Group
BIMSTEC
Bangladesh Army
RAB
Turkish Red Cross
AK Khan Group
AK Khan Pen Fabric
Rancon Sweaters
CJ International
New Wave Group
Jackson
Rite Bangladesh
Somewhere in
Plexal – Thailand
ADCEF - Argentina

This proposal is solely for the use of client personnel. No part of it may be circulated, quoted,
or reproduced for distribution outside of the client organization
Our Heritage

A. K. KHAN TELECOM LIMITED is a Joint Venture of A K Khan & Company Ltd.

and a subsidiary of one of Sri Lanka’s oldest and largest business conglomerates “Ceylinco
Consolidated”.

The spirit of innovation coupled with yearning to grow bigger and better has remained the
hallmark of Ceylinco Consolidated, which now includes over 250 subsidiaries and
associate companies, covering diverse sectors such as banking, insurance and financial
services, real estates, diamonds, jewellery,Pharmaceuticals, tourism and information
technology.

AKTL is a multifaceted Service Provider, offering ISP services, ASP services, custom
designed website development and maintenance, web applications and e-commerce
solutions, Mobile based data communication, customized training to corporate entities and
operates a 24/7/365 state-of-the-art Internet Data Centre.

A.K. Khan & Company Ltd. is a reputed business Conglomerate in Bangladesh, which
was founded by Mr. A.K. Khan and established in 1960. Since then the company has been
involved in diversified business spheres such as Telecommunication, Leather, Garments,
Sewing thread, Deep-Sea fishing, trading etc.Major strength of A. K. Khan & Company
Ltd, is having successful joint ventures, which includes Coats Bangladesh Limited; a joint
venture company with Coats Vieylls group of UK, involved in producing thread for the
export market. Former Telecom Malaysia Bangladesh Limited was a joint venture
company with Telekom Malaysia Berhad of Malaysia, involved in Mobile
Telecommunication in Bangladesh.

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Our Global Partners in Progress

Precise Biometrics develops and supplies world-leading and user-friendly biometric

security solutions for authentication using fingerprints. Precise Biometrics has a broad and
flexible product line that provides tools that fit any application.

Precise Biometrics core technology, Precise BioMatch™, is the foundation for all the
fingerprint authentication solutions, and the cutting-edge Precise Match-on-Card™
technology – rapidly becoming a global standard for fingerprint solutions on smart cards.
Precise Biometrics solutions replace keys, PINs and passwords in four different areas.

The Peking University’s Automated Fingerprint Recognition System is a high technology

property with the independent intellectual property rights in China. The Peking University
also is the first high technology company in China to conduct R&D in the field of
biometrics technology.

As an important arm of the Peking University Founder Group in Malaysia, PUC Founder
(MSC) Berhad has been authorized by the Group to transfer the core technology of the
fingerprint recognition into Malaysia for secondary development. With the grant provided
by the local government, PUC Founder (MSC) Berhad developed the commercial
fingerprint time attendance and door access system in 2001, under the trademark of
FingerTec®. After years of marketing efforts, the FingerTec® products have now
becoming an important fingerprint product brand in Asia and the rest of the world.

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or reproduced for distribution outside of the client organization
Bitdefender is the number 1 award winning Antivirus developed in Romania. It has started
in 2001. It has secures the digital experience of 500 million Home and Corporate users
across the globe. At the same time provides cost effective solution to protect your electronic
gadgets. It does not slow down your computer.

In today’s context this is important to keep your esteemed institution secured round the
clock. This is possible by surveillance security solution. We are confident that these
solutions along with our CCTV product will help and give you an advantage to manage
and monitoring your employees and as well as organization.

Other services offered by AKTL

E Flyer – The most economical way to reach your target customer

EFlyer is an electronically communicated message taking the advantage of immediacy and

efficiency of the media used. Presenting your products, services, bonus schemes, ideas, and
special sales in an attractive manner to the email recipients could bring you amazing results
at a very low cost.

AKTL eFlyer could produce creative messages that include your logo, branding and
graphics that showcase your products or services to over 700,000 Bangladeshi’s instantly.
Well targeted timely eFlyer could always be a reminder for your consumers to repeat their
purchases and it is a cost effective and smarter approach for brand building too.

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 AKTL SMART SMS

The need of immediacy has become order of the day. AKTL smart SMS would enable
you to capitalize on the unique feature of the mobile and simply reach your prospective
customers with a unique message promoting products and services offered by your
organization. This would pave the way for you to include targeted mobile campaigns in
your marketing mix.

Due to the subtle nature of the technology, SMS has remained the most popular
communication media of all times. Billions of SMS’S are sent over the wireless carriers all
over the world every day .With AKTL smart SMS you could reach a mix bag of customers
of different mobile carriers in Bangladesh. With a ever growing population of mobile users,
There is lot that you could do to attract your customers.

IT SUPPORT SERVICES (ITRM)

The Network Maintenance staff at AKTL is available to perform troubleshooting on any

portion of the LAN, and to resolve problems ranging from protocol level to physical media.
AKTL Network Maintenance maintains a large inventory of spare equipment to restore
network services in the event of hardware failures. Repairs of equipment are also part of
the service. Faulty equipment will either be repaired or replaced at cost. The maintenance
staff also maintains working relationships with reputable vendors to resolve hardware
problems as quickly as possible, and to identify and replace equipment that is not
performing as expected. AKTL maintenance staff is equipped with a variety of specialized
tests and troubleshooting equipment to aid in resolving network issues as quickly as
possible.

Collocation Services

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High speed internet access service supported by state of the art Data center facility that
provides availability, reliability second to none. AKTL Data center is well protected
against power failures by Diesel powered Generator and online UPS. Temperature and the
humidity of the Data center is controlled 24/ 7/ 365 by redundant cooling system. Different
levels of access and monitoring security both inside and outside of the facility. Main
entrance to the office and the entrance to the Data center are well protected by Bio metric
finger scanners. Guaranteed 99% network uptime with enough immunization for spam,
viruses together with power packed Cisco firewalls to protect your server from hackers.
Rock solid monitoring mechanisms, rebooting, online data backups as well as scalable
bandwidth on demand. Superior service backed by one of the strongest SLA’s in the
industry.

Mobile Data connectivity

We provide email gateway facilities with other value added functions such as mobile data
service (MDS) covering push and pull services including infrastructure for contrast alert
messages, mobile email, instant messaging, mobile internet, and mobile storage.

Our services also includes corporate solutions for remote access to Servers via reliable
mobile operators using CDMA /GSM technology though Modems and thereby harnessing
accessibility from and to, to all areas in the country where data connectivity most times
possible only through mobile data networks.

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or reproduced for distribution outside of the client organization