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The call centre's communication system is currently networked to more than 200
digital handsets and is connected to 120 ISDN channels, with sufficient capacity
for additional channels. There are a total of 173 DDI (incoming) lines, each of
which is scripted, recorded and answered to our clients specifications. These
ISDN channels are supplied by both BT and NTL to ensure redundancy and maximum
up time in the event of supplier failure. A UPS, battery backup, ensures that
the telephone system remains operational for a minimum of 2 hours in the event
of power failure.
Our PC network is built using a fully switched 1 Gigabit server backbone and 10/100 megabit client backbone supporting over 200 on site client machines. The 2 Megabit leased line internet link is securely protected by a WatchGuard firewall, which is also used as a secure VPN gateway for remote users and sites. In addition to having a safe and secure LAN, all email traffic is scanned and protected by MessageLabs against viruses.
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Within the call centre the telephone handlers use a bespoke application, developed in house using the latest Microsoft technologies. This is used to register and manage all types of claims throughout their life cycle, and specific to our clients individual requirements. The application is a central interface for all claims handlers, as it not only acts as a window for registering, viewing and modifying claim details it can also be used to view all scanned documents (in and outbound documents), and send/receive SMS text messages to mobile phone numbers registered against claims. The data is managed and served on a dedicated Microsoft SQL database server, running on a Quad processor, RAID 5 server along with it's own redundant power supplies providing the best solution for fault tolerance.
The network includes numerous other Windows 2000 servers supplying files, faxing, email, printing and SQL backup to all client machines.
This network is backed up by our disaster recovery site, approximately 5 miles away from the call centre, with it's own independent telephone system and server/client infrastructure capable of being operational within 2 hours by restoring data from our backup solutions. All Call 24-7's major systems have been duplicated at this site.
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