Resources

Jodo is a next-generation Cloud-based Communication-enabled Digital Business Processing / Management Framework. It integrates digital and traditional communication technology with business technology. The digital features can be accessed via browser from any digital device, while continuing to support traditional communication methods & access from devices.<br><br>
Jodo operates by securely embedding communication media in websites (including e-Commerce products), business applications, mobile apps, videos, documents, etc.. Thereby creating opportunities for real-time customer fulfilment for ‘connected’ global customer base. It also facilitates operations by dispersed teams operating across delivery centers at any global location, using multiple languages and supporting diverse products, services and needs.

Jodo comprises following features which are delivered through a modular framework and can be subscribed to, based on specific business needs & scenarios

1. Browser-based access for business \ organisations
2. Business client’s-website based access for their customers \ users
3. Combined with business client’s-traditional communication method-based access for their customers \ users
4. Multi-lingual features
5. Calling features – PSTN \ GSM or VoIP via widget
6. Web chat, with option to request and receive email of chat transcript
7. Web video
8. Email integration, with templates and short codes
9. Social media integration, with templates and short codes
10. Multi-media interoperability
11. 2-way Doc push, with curated Doc Share controls at the user end
12. 2-way Screen share
13. Full recording of all calls
14. Screen Capture of all screen actions of the user during interaction with a customer
15. GPS share
16. In-built CRM scriptor, or business’ CRM integration options
17. Multi-business app integration in single window
18. AI, BOTs integration
19. Contact Centre module (Dialers, IVR, ASR, TTS, UACD, Recorder, OLM & QA module)
20. Curated content library, with business’ Knowledge Db integration option
21. Calendar
22. Reports, Wallboard & Dashboard module (for individual, team, process, location or organization-level data, with Report scheduler)
23. Process administrator module
24. Mobile app, with business’s Mobile app integration option
25. APIs
If you need further information on any of the above, please reach out to us at sales@avhan.com.

Broadly there are three (3) types of calls – Traditional, Mobile and VoIP (Voice over Internet Protocol).

i. Traditional Call
Calls to\from landline or fixed phones.
They are\were done primarily using analog PSTN (Public Switched Telephone Network).

ii. Mobile Call
Calls to\from while the user is moving.
These can be done when the user is within the range of a telephone service area of a mobile phone operator. They are done digitally over a radio frequency link or cellular network architecture, which provides access to the PSTN.

iii. VoIP (Voice over Internet Protocol) Call
VoIP, or IP telephony, is a call that takes place over the public Internet, instead of PSTN.
The caller and responder can be on the Internet, or the responder can be on the traditional or mobile call technology.

Broadly there are three (3) types of starting \ ending points for calls –
i. Landline \ Fixed Phones
ii. Mobile \ Cellular Phones
iii. VoIP Endpoint \ Softphone

Broadly there are two (2) types of Employee \ Resource Connectivity points for calls –
i. Wired connection
ii. Wireless connection

Broadly there are two (2) types of Wireless call connection for Employee \ Resource Connectivity points –
i. GSM (3G / 4G / 5G)
GSM (Global System for Mobile communications) describes protocols for digital cellular networks, as secure wireless systems, used by any mobile device, in the immediate vicinity of a cellular tower.

ii. Wi-Fi
A wireless facility allowing computers, smartphones, or other devices to connect to the Internet or communicate with one another device, within a particular area.

Adding Jodo is a simple and quick process and matter of 5-steps, starting with –
i. Determine your business requirements based on Jodo features and modules (briefly listed above, a detailed list can be obtained from us by writing to sales@avhan.com, including consultation on any customisation),
ii. Review list of prerequisites for installing Jodo (you may need to consult your web developer and\or IT team)
iii. Subscribing to relevant Jodo license(s),
iv. Making payment for requisite subscription period (our minimum subscription period is 1 day), and
v. Implement Jodo license in your website per step-wise information shared by us as a self-service, or, as per implementation schedule by Jodo Implementation Team
Our basic implementation set-up can be done in under 30 minutes.

Yes, please refer to the embedded link below for the list of prerequisites for a basic Jodo implementation. Advanced and\or customization requirements may require us to consult with you to establish the list of prerequisites.

Yes, you can. Jodo is able to offer integrated solutions to customers with various cloud solution providers. Please refer to the embedded link below for the options offered for availing private cloud instance while subscribing to Jodo.

The link embedded here provides time periods provided for private cloud set-up by various cloud subscription providers along-with the time period for subsequent Jodo implementation on them.

Jodo license cost for our basic version is INR 55 day/license. <br><br>
Further details of our price list are in the link embedded here, per Jodo modular solutions and subscription periods.
If your requirements do not seem to be covered in this document or you need further information, please reach out to us at sales@avhan.com.

Yes, Jodo is integrated with various cloud solution products, including Amazon Web Services (AWS), Azure and Google Cloud.

Jodo provides a minimum of 256 bit security layer on each of it’s modules, with captcha, 30-day password reset window periods, etc. for all business login. Based on specific additional business requirements additional security layers can be added.

Jodo is highly scalable, and deployed on Virtualized platform which allows easy scale in, scale out.

Following services are allowed-
i. VoIP to VoIP calls (India) – Calls starts on a VoIP device and terminates on a VoIP enabled device. Example: skype to skype calls
ii. International VoIP calls (as international calls do not come under purview of TRAI) –
a. Inbound international VoIP calls – international inbound calls terminating in a VoIP device in India are permitted
b. Outbound international VoIP calls – international VoIP outbound calls that originate from India are legal.

Following services are not allowed-
Intermixing of VoIP and PSTN call is not permitted –
i. Calls from a traditional landline/mobile in India to an Internet connected device in India
ii. Calls from an Internet connected device in India directly to a traditional landline/mobile in India

Yes, Jodo complies with compliance requirements and regulations of DOT\TRAI for all operations conducted in India for Indian clients.

Jodo Video KYC (Know Your Customer) refers to a composite of Jodo World’s features related to e-KYC via digital video. They are listed below –
1. Video KYC is triggered from the web domain owned by the Banking organization
2. Access controls provided ensuring only authorized banking staff for conducting Video KYC can perform the process, alongwith a track of their login and system usage.
3. Full recording of digital video
4. Secure storage of each recording session
5. Access controls for accessing the recording
6. Capture of clear photo of the customer during the Jodo Video KYC session
7. Capture of clear photo of the identity proof shown by the customer during the Jodo Video KYC session
8. Integrated process for requesting OTP generation for Aadhaar e-KYC
9. Capture live location of the customer during Video KYC process, including –
a. Geotagging – latitude and longitude of the location where such live photo is being taken
b. Flag country location (for presence within India)
10. Redact or blackout Aadhaar number captured

Yes, Jodo framework meets each of the technical requirements of RBI’s amended guidelines published on 9th Jan 2020 and facilitates a Regulated \ Reporting Entity (RE) to conduct compliant Video KYC.

RBI’s V-CIP or Video KYC requirements pertain to a consent based alternate method of establishing the customer’s identity for customer onboarding (individual or non-individual) in situations where offline verification cannot be carried out.
A summary of the requirements, pertaining to technical feature requirements, are as below (full details are available at the following link – https://www.rbi.org.in/scripts/NotificationUser.aspx?Mode=0&Id=11783 .
1. The audiovisual interaction shall be triggered from the domain of the RE itself, and not from third party service provider, if any.
2. It has to be an informed customer consent based Video KYC.
3. Action needs to be taken by an authorised officer of the Reporting Entity (RE), i.e., should necessarily be a bank official. The ultimate responsibility for customer due diligence will be with the bank.
4. V-CIP process shall be operated by officials specifically trained for this purpose.
5. The activity log along with the credentials of the official performing the V-CIP shall be preserved by the RE.
6. Digital KYC implies –
&nbsp;&nbsp;a. Record a video of the customer
&nbsp;&nbsp;b. Capture live photo of the customer
&nbsp;&nbsp;c. Capture officially valid document or the proof of possession of valid id –
&nbsp;&nbsp;&nbsp;&nbsp;i. Aadhaar e-KYC via OTP
&nbsp;&nbsp;&nbsp;&nbsp;ii. Capture a clear image of PAN card, unless e-PAN is provided by the customer
&nbsp;&nbsp;d. Capture live location of the customer –
&nbsp;&nbsp;&nbsp;&nbsp;i. Geotagging – latitude and longitude of the location where such live photo is being taken – needs to be done
&nbsp;&nbsp;&nbsp;&nbsp;ii. Ensure customer is present within India
&nbsp;&nbsp;e. RE shall ensure to redact or blackout the Aadhaar number.
&nbsp;&nbsp;7. REs shall ensure that the video recording is stored in a safe and secure manner and bears the date and time stamp.
&nbsp;&nbsp;8. RE shall carry out the liveliness check in order to guard against spoofing and such other fraudulent manipulations.
&nbsp;&nbsp;9. RE shall ensure that the process is a seamless, real-time, secured, end-to-end encrypted audiovisual interaction with the customer and the quality of the communication is adequate to allow identification of the customer beyond doubt.
REs are encouraged to take assistance of the latest available technology, including Artificial Intelligence (AI) and face matching technologies, to ensure the integrity of the process as well as the information furnished by the customer. However, the responsibility of customer identification shall rest with the RE.

As per current RBI guidelines (please refer to our note on it in above FAQ response), only authorised and specifically trained officers of concerned bank can action and respond to Video KYC requests and activity.

Please refer to Implementation sub-section of our FAQs document for help on this.

Please refer to Implementation sub-section of our FAQs document for help on this.

Please refer to Implementation sub-section of our FAQs document for help on this.

Call disconnection implies that a call after having started, with both\all parties speaking & hearing each other (or able to), then stops so that neither party are able to hear nor talk to each other.

Call quality dipping implies that either one \ both \ all parties are experiencing –
i. ‘Scratchy’ call
ii. Call goes blank, ‘Ghost’ call
iii. Echo on call
iv. One-way call

For calls made via Digital and\or IP Telephony, there are broadly two (2) types of reasons that a call can get disconnected or it’s quality dip –
i. Intentional
ii. Un-intentional

Broadly there are two (2) types of reasons can a call get disconnected\it’s quality dip intentionally –
i. Dialer disconnects the call
ii. Responder disconnects the call

Broadly there are six (6) types of reasons can a call get disconnected\it’s quality dip un-intentionally –
i. System issues –
Call disconnections can happen due to system error in the internal systems of any of the parties involved, e.g., Phones of Dialler \ Responder, GSM\WiFi instrument of Dialler \ Responder, Telco.
The system issues can be due to internal firewall issues, viruses, burn-outs, etc..

ii. Equipment issues
These can happen due to equipment issues at Dialler’s or Responder’s end, or both. The issues reasons can be arising due to –
&nbsp;&nbsp;a. No splitter or Splitter at incorrect position
&nbsp;&nbsp;b. Bad wires or connectors
&nbsp;&nbsp;c. Fluctuating power supply
&nbsp;&nbsp;d. Low SNR Margin or High Attenuation
&nbsp;&nbsp;e. Phone instrument’s equipment
&nbsp;&nbsp;f. WiFi instrument’s equipment
&nbsp;&nbsp;g. Any of the equipments in use over-heating
&nbsp;&nbsp;h. Instrument fatigue
&nbsp;&nbsp;&nbsp;&nbsp;i. Mobile phone battery charge reducing (i.e., low battery strength, even when not fully discharged can at times trigger call disconnection or quality dip)

&nbsp;&nbsp;&nbsp;&nbsp;iii. Bandwidth issues – the reasons can be –
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;a. Sudden increase in network activity from other users in the same bandwidth network, leading to available bandwidth to the specific user dropping below the required threshold to continue the call
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;b. Loss of WiFi range –
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;WiFi user moved out of access point range into a ‘dead-zone’ (no-signal)
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Or
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Wifi user moved from one access point to another WiFi access point
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Or
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Due to environmental issues (climatic disturbances tamper signal transmission continuity & quality), landscapes (natural \ man-made, e.g., mountain or tall buildings blocking or defraying the transmission)

&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;iv. PABX / Dialer / ACD issues – These can happen due to –
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;a. Sudden increase in network activity
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;b. Call handover failure

&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;v. Call carrier issues – The call carrier process or provider issues may disrupt the call

&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;vi. Telecom (Telco) operator issues – These can happen due to Telco at Dialer’s end or Responder’s end, or both\all ends. The issues can suddenly arise due to –
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;a. Unexpected increase in number of Calls
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;b. Unexpected increase in number of Calls on same cell tower
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;c. System issues
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;d. Interference due to other signals
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;e. Due to change in cell tower and call hand-over failure (if one or both\all users are on mobile devices)

The following ways can be reviewed and implemented to improve call connection statistics or call quality –
a. Assess and install appropriate and adequate capacity \ bandwidth for your business requirements, do periodic re-assessments
b. Install and configure Quality of Service routers & splitter, giving priority for Voice Traffic and\or segregation from data traffic
c. Install Mobile \ Wi-fi Signal Booster
d. Avoid switching between Wi-Fi access points while on call, don’t move while on call
e. Ensure mobile phone is well-charged to support call length & quality
f. Identify, mark & avoid dead zones (in or outside your office) while on a mobile device
g. Regularly perform maintenance of wires, connectors