Call Center Information Technology Overview
January 2005
Version 0
TABLE OF CONTENTS
1. Introduction
1. Summary
2. Facilities
1. Overview/Introduction
2. MDF Specs
3. Schematic diagram
4. General wiring requirements
1. Electrical and power requirements
2. Voice and data jack location requirements
3. Power plant and related HVAC requirements
5. Generator information
6. UPS system
7. MDF environment systems
8. Physical security (access control, password, etc)
9. Telephony
1. Telephony infrastructure
2. CT Core Infrastructure
3. PABX / ACD Specification
4. Telephone Set
5. CMS specification
6. Logger specification
7. Workforce management
10. Telephony cabling
11. T1/E1/VOIP
12. Local lines
13. Network and Data
1. Overview
2. Network management
3. IP addressing
4. Server connectivity
5. Wan/LAN Routing protocol
6. Multicast
7. Device interconnectivity
8. IOS
9. QOS
10. Security
11. Internet
12. Access layer network
14. Server infrastructure
1. Overview
2. NT/Intel Server
3. Unix
4. Server Connectivity
5. Server inventory listing
15. Application development
1. Introduction
2. Overview
16. Workstations
1. Overview
17. Software (agent, support, OS requirement, etc.)
18. Printer/Fax/Scanner
19. Business continuity plan
1. BCP document
20. CT Technical Expertise
21. CT Table Of Organization
1. CT TO
22. CT KPI/SLA
Introduction
5 Summary
Convergence Technologies is responsible in providing the infrastructure and technology solutions that will link C-CUBED with its clients, as well as to provide, operate and manage hardware and software systems that will support various customer processes. The Division ensures that that technical requirements: telecommunications, hardware, software, etc. are in place and running efficiently and at all times. The group designs technical configurations as well as takes charge in the installation,...
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