1- Directory Assistance of Telecom Egypt
UniTel has been selected by Telecom Egypt, the largest fixed operator in the Middle East and Africa, to install the largest enhanced directory assistance platform in the Middle East to offer the callers a service superior to that found in most of the US and Europe.
The system features a bilingual directory that allows directory assistance representatives to search the database in English or Arabic.
Telecom Egypt system spans two call centers in Cairo and Alexandria with 750 operators. BTSLogic (Currently Call Genie) has provided the DA system and search engine, and Ericsson has provided the switching hardware and call center software.



The DA search software is based on open standards technologies such as SQL databases, XML interfaces, and Web/WAP for content publishing. The solution uses proprietary search algorithms designed for garnering an accurate search result in the shortest time possible. The two sites share a common database currently hosting 12 million subscriber listings for White Page and Yellow Page services. This results in lower cost of ownership and higher flexibility in introducing new services across the network.

The system has the following features:
- 1000 agents in two sites (Cairo 750 agents and Alexandria 250 agents)
- 50 agents simulator training center connected to Cairo site
- 160 E1s (SS7 & R2) connected with the Tandems of Telecom Egypt in
- Fully redundant system running based 24/7 service.
- Scalability where the system can cover another 3000 remote agents.
- The system has its own digital switch which is dealing with Telecom Egypt voice network as a public switch with full SS7&R2 signaling facilities.
- The system has the most modern Multi media call center and IVR platform supporting all the incoming, outgoing and script designing call center facilities
- The system is based on the number one on the world “2004” directory assistance search engine from call genie and based on Oracle & SQL Data base open application servers.
- The main data base search Engine servers are running under Linux
RedHat  Operating System
- The system and search engine are installed and implemented on 64 bit HP Itanum and Xeone Servers.
- The system has a child domain controller fully connected and integrated with Telecom Egypt main domain controller.
- The system has most of the call center inquiry and directory assistance facilities such as:
o IVR facility with number readout.
o Call completion facility.
o SMS directory inquiry facility.
o Email directory Inquiry.
o Web & WAP directory inquiry.
o Location based service functionality.
o International Directory Assistance Gateway.
o CDR for billing and administration facilities.


2- Northern Cairo Electricity Distribution Company Customer
Services Call Center
The main features of the call center are:
- 20 agents
- 2 supervisors.
- Two E1s (SS7 & R2) connected to Telecom Egypt PSTN
- The system is designed to be expandable to 50 seats.
- The solution is based on Ericsson call center solution.
- The solution contains state of the art call recording system.

3- Southern Cairo Electricity Distribution Company Customer
Services Call Center
The main features of the call center are:
- 20 agents
- 2 supervisors.
- Two E1s (SS7 & R2) connected to Telecom Egypt PSTN
- The system is designed to be expandable to 50 seats.
- The solution is based on Ericsson call center solution.
- The solution contains state of the art call recording system.

4- Health Insurance Customer Services Call Center in Cairo
The main features of the call center are:
- 20 agents
- 2 supervisors.
- Two E1s (SS7 & R2) connected to Telecom Egypt PSTN
- The system is designed to be expandable to 50 seats.
- The solution is based on Ericsson call center solution.
- The solution contains state of the art call recording system.

5- Health Insurance Customer Services Call Center in Suez
The main features of the call center are:
- 6 agents
- One supervisor.
- One E1 (SS7 & R2) connected to Telecom Egypt PSTN
- The system is designed to be expandable to 50 seats.
- The solution is based on Ericsson call center solution.
- The solution contains state of the art call recording system.

6- Voice Portal for Al-Rehab City in Cairo
The system offers the residents of Al-Rehab city call center facilities based on voice. Services can be ordered via the Web and phone. Requests are to be registered in the database to be processed by the service team. Services can be ordered via:
- IVR (Interactive Voice Response).
- ASR (Automatic Speech Recognition) where service request is only made by saying the name of the service required.

7- Computer Network of Thebes Academy:
The main features of the call center are:
- No of outlets = 165
- No of switches = 17 (based on 3com active components)
- Fiber inter-building connection

8 MX-ONE TSW (320+E1) PABX for Mubasher
The system includes the following main parts:
- Ericsson PABX MX-ONE TSW including 300 analog extensions, 20 digital extensions, and analog trunk ports for 8 lines, E1 link board and Operator work station.
- Voice mail system including UltraVox 16 analog ports including software license and four voice cards of 4 ports capacity, auto attendance feature and Voice mail feature.
- PC for voice mail applications and interface voice