Infrastructure

TECHNICAL INFRASTRUCTURE DETAIILS

a. On/for Agents & TL W/s:

PC (Pentium 4) with 256 MB RAM, 40 GB HDD, 10/100 Mbps Ethernet with 17” Color Monitor,
Avaya 6402D+ digital phone with Plantronics plus Binaural headsets or equivalent, ergonomically designed seats.

b. On/for (process) Supervisors W/s:

PC (Pentium 4) with 256 MB RAM, 40 GB HDD, 10/100 Mbps Ethernet with 17” Color Monitor,
Avaya 6402D+ digital phone with Plantronics plus Binaural headsets or equivalent
Licensed client for Call Center Reporting tool (BCMS),
Controlled Internet Access to access Mail site hosted on Internet.

c. On/for (process) CC Manager W/s:

PC (Pentium 4) with 256 MB RAM, 40 GB HDD, 10/100 Mbps Ethernet with 17” Color Monitor,
Avaya 6402D+ digital phone with Plantronics plus Binaural headsets or equivalent,
Licensed client for Call Center Reporting tool (BCMS),
Controlled Internet Access to access Mail site hosted on Internet.

All PCs will have licensed copy of MS-Windows 2000 Pro/MS-Windows XP Pro, and MS Office 2000 Professional software. The other features, which follows, are:

d) Software features:

1) Answering Machine Detection and Filtering.

2) Automatic Call Distributor (ACD)

3) Call Snooping, Barge-in/ Whisper conference option with data popup

4) Call recording (Voice Logging)-Total Recording Record on Demand & Web based Voice log Search & Archive Tools.

5) Web based administration, provisioning, and maintenance interface.

6) Transfer and Extension hunting.

IVRS, Multilingual IVR Tree Creation

8) Predictive, Preview and Automatic Dialer

9) Separate supervisor and Quality management logins and functions

10) Configurable interactive voice recording system (IVRS) for agent free 24X7 operations

11) Web Based user interface with separate administrator, supervisor, user, Agent and quality manager login.

12) Multiparty Audio conferencing and pre scheduled Conference.

13) Call Screening, Call Blocking, Call Admission Control

14) Missed call notification on email.

Infrastructure OF Call Center Setup:

Data Network:

A separate 10/100 Mbps switched LAN.
Multi switch usage ; secondary switches usage during drop down, to master switch for network optimum performance.
LAN Switches of Cisco make managed switches
Additional LAN stand by switch for better uptime.

Ready workstation

150 workstations with high configuration having Windows 2000 Professional Operating System.

Additional 250+ workstations as standby

Proposed

500+ Workstations with similar configuration. AVAYA Cable make CAT5

Systimax Patch panel make CAT5
Each desk supported with redundant Systimax make RJ45 outlet with redundant CAT5 cable

Voice Network:

EPABX Capacity-G3CSI/G3SI or Median 2000 Series ACD with 3640 series CISCO router infrastructure (E1 cards and time-slots)

100% Voice Logger – Voice Gate voice logger or equivalent having capacity to monitor and record currently 200 simultaneous calls through IVR (recorded calls for later retrieval).
Centralized Power-conditioning: Standard electrical power (AC 230 Volts, 50 MHz)
System uptime: 99.9 % system uptime, calculated at regular intervals .

Security & Confidentiality:

Secure Smart Card, secure Premises login
Network & Windows Login, PC Locking
Secure Mails
Wide security management with administrative auditing, reporting & monitoring facilities securing data at every stage.
Anti-virus protection & back-up drive manager
Data security and strong SLA at place, for confidentialities

Redundancy:

Internet Redundancy:

Marine fiber optic cable - Trans-Pacific & Trans-Atlantic.
Satellite communication.

Power Redundancy:

Power Fail over
UPS
Power Generators 30KVA

Area/Workstations & Office Equipments:

Total area of the premises is spread over approximately 6000 sqft divided in 2 floors. It contains 6 cabins, Sales Halls, 98 workstations, server room, Waiting lounge, pantry, 30-seat training rooms, conference room and lavatory.

The corporate premise is of approximately 1500 sqft. with board room, conference and cabins.

The premises is equipped with LAN networked computers, E1 Lines,

Audio code units, Nortel Switches & Routers, EPABX, FAX, Printers,

Scanner & Photo-copy machines.

NETWORKING AND CONNECTIVITY DETAILS:
1. 2Mbps Leased Line connectivity managed by VSNL from Pan Kraft to client location
2. Media arranged by Pan Kraft shall have redundancy or protected bandwidth with auto switchover