The Problem
Fragmented management of a large volume of information
The volume of daily data and calls required a centralized system to prevent information from being scattered across different offices and operators.
Difficulty locating specialists in real time
Without a real‑time monitoring system, it was difficult to know the actual availability of individual consultants and departments.
No system for tracking cases
The absence of an integrated ticketing tool made it difficult to track the progress of requests and the resolution of issues related to citizens’ cases.
Lack of integration between presence and telephony
There was no single application linking phone status with actual on‑site presence, making it inefficient to transfer calls to the right specialists.
The Solution
“Planner Operator” Wiki Portal
Creation of a private information portal integrated with Wildix, providing real‑time availability of specialists and operators, organized by category.
Integrated Trouble‑Ticket System
Ticket management integrated directly into Wildix Collaboration. The system allows support cases to be opened, assigned, and archived, autonomously managing categories and progress statuses.
Presence Planner Application
Development of software connected to the PBX that cross‑checks phone status with physical presence data, allowing instant visibility into who is operational.
Department‑based routing
Operators are organized into specific categories and departments within the system, enabling immediate call transfer to the appropriate specialist.
The Benefits
Precision in call transfers
Thanks to category‑based organization and real‑time monitoring, calls reach the right specialist immediately, eliminating waiting times and unnecessary transfers for users.
Full control over the operational workflow
Ticket history and note management ensure complete traceability of every case. This gives supervisors a clear view of the efficiency of each office or department.
Synergy between physical presence and availability
The integration between the presence planner and Wildix statuses removes ambiguity: the PBX always knows who is actually working and what they are doing, optimizing workload distribution.
Evolution of the Unified Workflow
Direct Authentication: Users are recognized by the Wildix system and immediately access their reserved area.
WIKI Knowledge Base: An always‑updated information section to check schedules and availability of specialists and operators.
Historical Traceability: Each ticket retains its full history of notes and changes, eliminating data loss.
Dynamic Reassignment: Ability to move a case between different operators with a single click, while maintaining service continuity.
Our collaboration with ACLI Trentine and the Patronato of Trento
ACLI Servizi Trentino and Patronato Trento handle a high volume of cases and citizen requests every day. The main need was to centralize the flow of information to eliminate inefficiencies in call routing. Thanks to our Unified Switchboard Portal 2.0, we integrated Wildix telephony with planning and tracking tools (Planner and Trouble Ticket), optimizing communication between users and specialists.
Complete management of inbound calls