Training

Human Resource

Reports and Monitoring

Ongoing Projects

Call Centre Tour

Clients

System Integration

The call centre is a total AVAYA solution except for the Multiplexer which is from CISCO. The system integration is done by AVAYA. The call centre hardware description is given in the attached document, which includes the Mosaix dialer, Nice logger, Definity ACD, LAN, SQL server and CTI.

We are using Lotus Notes as a email server. For all external mail we are using VPOP3 to download mail from our server located at Singapore.

Data Servers

SERVER DETAILS

The server hosts the main database, the Mosaix scripting database. There is a defined backup policy which is followed.

CTI

SERVER DETAILS

CRM Software

Currently we do not have any CRM application. We have the required hardware resources and capabilities to implement one on need base. We have already in dialogue with several well known CRM providers on the ability to implement on a case basis.

Network

We have a 2 Mbps IPLC between our office and the collocation at Toronto. The collocation is hosted by TELEGLOBE in their office premises. The IPLC is through VSNL for one half and Teleglobe for the other half. This is entirely on Fibre Optic cable which gives us better response times. The cable used is the westbound SEAMEWE3 from Mumbai, India.

PSTN Cicruits

We have currently 10 T1's connected to the collocation. The PSTN is serviced by Bell-Canada. The PSTN currently services North America, Canada and UK.

Power

The site is powered by diesel generators with backup Gensets providing an uninterrupted power to the building.

UPS

The site is equipped with a APC 's DP300E Silicon 80KVA UPS with a 15 minutes backup on full load. This system is based on the latest state-of-the-art proven "Delta Conversion" technology.

Disaster Recovery Procedure

Confidential information protection

The data is maintained in a server which has been secured in the network and protected from unauthorized persons through the use of user/password mechanism. The information is distributed only to required recipients only.

Safeguards in place to protect a customer's information from being disclosed to employees who are not working on that customer's accounts

Every customer is assigned a Project Manager, the project manager co-ordinates with the customer as a single point of contact, he is then responsible for disseminating the information to his respective team assigned for the project. The Technology team has various policies designed to protect the customer such as Security Policy, Data Management Policy, Project Development Policy etc.. each customers project is executed following these policies strictly

Safeguards in place to protect a customer's information from being disclosed to other customers

Our Gurgaon Call Centre as a corporate adheres to all the rules and procedures maintained in a Non Disclosure Agreement document. Above all the agents work on segmented applications. They do not have access to read the data from other accounts from the database.

Additionally ,we have a policy of signing a non-poaching agreement for employees , non-solicitation for clients and data protection agreements with all of clients.

Firewall

We do not have our servers on the Public internet. We are also implementing Checkpoint software for security.

Encryption

We are not sending any data, however when we do so the IGX will send data after encryption. Checkpoint Firewall has a certain level of encryption capability.

Antivirus safeguards

Norton Anti Virus : Server edition is installed, the software on a schedule updates with the latest release or version, and regularly scans the entire network based on a daily schedule.

Server Backup Policy

We have a defined backup policy for all servers and a defined backup procedure, which is followed on daily basis. The tapes are stored in an off site locker.

LAN

Our LAN runs on the sophisticated Catalyst switches from CISCO. They work on 100Mbps. The cable used is the CAT-5 cable from AVAYA.

Internet Access

We have a 512 Kbps Internet access through VSNL as a provider. The connectivity is on fiber directly from the building. The average ping response to a site in north America is about 280ms

Network diagram

Proposed Network Diagram

INTERNET & IPLC -NETWORK DIAGRAM WITH REDUNDANT LOCAL LOOP