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Muhammad Umar Munir

Team Lead at Expert Flow

Work experience

Apr 2013Present

Team Lead


I am working on grails framework java and groovy platform and Ms-sql server. I'm also doing front-end and back-end development of the products. I'm fully involve in the integration and deployment process of the products.


Jan 2009Jan 2013

Bachelor of Science (BS)

COMSATS Institute of Information Technology Lahore Pakistan


microsoft Sharepoint 2010


-> CBR

Caller Based Routing (CBR) is an add-on product for Unified Contact Center Enterprise (UCCE) and Express (UCCX). It is a web-based solution that runs in integration with Contact Center IVR and supports dynamic routing decisions, play easy announcements, manage call center schedules, manage incidents and more. With CBR, you can make dynamic routing decisions based on customre profile and caller lists defined in CBR. A cusotmer may be given higher priority considering him a repeated caller or may be blocked from talking to customer because of being abusive in the recent past. For your multi-site and multi-service contact center, you can now schedule for holidays and fix calendar timings. This is very handy when not all of your contact centers / services are running 24/7. CBR is a a secure www-based tool with granular role based security implementation. This allows you to grant access to even non-technical end users, such as call center supervisors, in order to influence call routing scenarios and announcements.

-> PCS

Post call survey (PCS) is a mechanism used by modern contact centers to determine the quality and performance. Different kind of random and targeted surveys may be conducted to get the customer’s feedback on contact center’s services or agent’s performance. The score and feedback may then be used to take necessary measures for improving the quality of service.

-> SMSCompaigner

SMS Campaigner is a web based solution that is designed to make up for the enterprise customers demand for Customizable SMS Solutions, that helps them in client communications, marketing and monitoring campaigns. It provides easily integrable API that plugs with Customers SMS Gateways to support features like Contacts Management, Messaging (both single and Campaigns), Campaign Management, Groups Management and Reports Generation. Moreover, the solution can be used for sending both Arabic and English messages.