shenzhen Linker Industrial Co., Ltd.

Successful Cases
	shenzhen Futian Public Security Bureau
	Bank of Communications
	shenzhen Futian National Land Bureau
	Shenzhen Ping'an Insurance Company
	Luohu Industrial and Commercial Administration Bureau
	shenzhen Nanshan People's Hospital –Service Function of System
	shenzhen Public Security Bureau Traffic Police Bureau Baoan Team

Successful Cases

shenzhen Futian Public Security Bureau

n this bidding project, by fully utilizing self-owned technical advantages and with many-year development and sales experience about call center system, our company combine Linker IQMS and Linker Call Center System in the system design to make the system not only own ticket printing function, number calling function, display function, call function, booking queuing by telephone and network, inquiry on waiting time forecast and issuing by telephone and network and statistics management function but also leave call center expansion function port. In future, public security customer service center system can be established based on this system to offer more complete services.

Linker IQMS applies scientific management function of computer technology to replace traditional labor-intensive queuing processes, not only solving queuing order problem but also improving service management level. Through various materials including queuing trends and serving time of the staff, the system calls the people that are waiting for registration on residence and identity card to right posts, which can reduce the waiting time. After using Linker IQMS, Futian Public Security Bureau optimizes working environment, improves people's feelings, enhances work efficiency and service level, and improves self-image of Futian Public Security Bureau. Moreover, it is helpful to improve the overall social benefits.

shenzhen Futian Public Security Bureau - Function Summary

1. Ticketing Printing

In the service hall, 30 windows respectively handle 16 different businesses. When arriving at the hall, people pick up tickets from the information desk or fetch tickets by touching screen button or pressing key in accordance with their own demands. Tickets are created automatically by the system in accordance with different business demands and queuing situation.

2. Ticket Announcing

When the staff presses calling key, the system automatically calls numbers by bilingual voice and shows calling information by the large projective display, meanwhile, the counter LED glitteringly shows the called number.

3. Management function

Realize window flexible arrangement. Set up calling rules in accordance with business demands. Business classification queuing management. Classification statistics on business handling situation in accordance with business and window.

4. Booking Function

People can book by telephone and network. If succeeding in booking and obtaining booking number, people can handle business by booking number with top priority.

For people that book time and number by telephone or network, when they arrive within the booking time and confirm arrival at the information desk or by inputting ID card number in the thermal printer and obtain number, the queuing system will insert the number into the queue position at the booking time, thus, they can get service on time.

For those people that fail to arrive within the booking time, the system can keep the booking number for some time (specific time period can be set up in accordance with demands). If the keeping time passes while this person still fails to arrive, this booking time will be cancelled.

5. Inquiry Function

Inquire the queuing situation of cards/certificates and business by telephone and network, amend booking time, cancel booking, inquire booking time and number.

shenzhen Futian Public Security Bureau - System Configuration

This system consists of one set of 16-task ticket issuing machine on the service platform, one set of 16-task touch screen automatic thermal printer, one set of system server, one piece of 4m * 2.8m large projective display screen, 30 Chinese-character counter display screens of 2 * 8 LED, 20 virtual operational terminals, 10 physical operational terminals, hub, connection adapter, voice controller and speaker, one set of CTI2000 platform, one set of SCS server, one set of WEB server and two seats with system configuration as following:

1. When people enter into the hall and pick up tickets from the information desk or by touching screen button of thermal printer in accordance with business demands, the system will input queuing data of different counters into the server in accordance with different business types. The customer terminal procedure at the information desk can adjust, increase or decrease at any time business types that each counter can handle. When one counter is overcrowded while another is free, the system can handle business dispersedly or combine to handle.

2. The counter staff inputs password to log on and the system automatically identifies the business to handle. Meanwhile, the Chinese character on the counter LED screen matches with business one by one. LED doesn't input fixed characters once but read server database at any time and changefully shows Chinese characters in accordance with the corresponding relationship one by one between logged users and LED hardware addresses in the database.

3. For those counters that operating system of work computers adopts WINDOWS98, the number calling is fully realized by software (virtual operational terminal), which doesn't affect the running of business software and can avoid distribution in the physical operational terminal to make the workbench much tidy. The staff can activate virtual operational terminal by hot keys to realize such functions as Calling Next, Recall, Hang on, Cancel Hang on, Call Specified Number, Insert, Transfer, Help, Accept Help and Pause Service etc. and can inquire the queuing situation as well.

4. For those counters that the operating system of working computers adopts DOS, the number calling is realized by physical operational terminal. The same functions with software manner can be realized.

5. The voice broadcasting is bilingual. Customers can choose one language or both languages by check box in the counter and also can choose if adding to reminding voice. The delay is less than 1 second from sending number calling instructions from the counter to display and voice broadcasting. The sound system adopts professional ceiling speaker (non-common speaker for fire fighting use).

6. The large projective screen shows the queuing situation of each counter and conducts column handling as well, respectively showing fixed text contents at the same time, such as certificates/cards handling list and bulletin board etc.

7. Window LED screen uses 4.7mm diameter with red glue board added on the screen surface to protect and beautify. It can show window number, handling business type and queuing number at the same time. Information glittering, scrolling manner and settling time can be adjusted at any time. Font and font size can be set up. Over 5 kinds of showing effect can be set up (by the way of transferring data).

8. As a complete service management system, Linker IQMS also can offer statistics analysis report on service quality and work efficiency etc. as decision-making evidences for the management staff to set up posts and adjust equipments configuration.

Daily statistics data: total ticket, total ticket that accepts service, serving time, the longest waiting time, equal waiting time, the distribution of waiting time (with 5 minutes as time unit, statistics on proportion of served customers by grouping), classification statistics on total served customers by service type, predicted waiting time calculated by equal waiting time and virtual quantity etc.

9. In this queuing management system, telephone/network booking and inquiry need to be realized. Call handling center system designed by Linker adopts CTI technology and owns hiberarchy and complete functions. It can offer strong business support and business creation ability and easily realize such functions as telephone booking queuing, telephone/network inquiry on waiting time forecast and issuing, network booking and inquiry.

Call Handling Center communicates with queuing system database through network data port. Queuing system database accept data visit requests including booking registration and queuing information inquiry from various terminals of Call Handling Center and WEB server and feedback corresponding results, which enables this intelligent queuing management system can offer all-directional services to customers.

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