ICM completes multi-million pound VoIP system roll-out
The new Aura telephony platform, purchased from Avaya, will allow ICM’s customers to have the same highly resilient telephony service fully operational in minutes from any centre in the country. Each customer’s detailed telephony configuration information, including contact centre facilities like skill-based routing, voice menus, recorded announcements and management information, etc, can be stored centrally and deployed quickly and simply at any centre. This means that, should a major incident occur, companies are not limited to relocating their staff to a specific business continuity site, but can choose instead from any of the eighteen centres. It also means that customers wishing to relocate staff in different centres are able to communicate seamlessly between multiple locations as they would within their own organization and have the same DDI ‘delivery’ number pointed to any centre. To ensure maximum availability and redundancy, in addition to the centralised Avaya core switch, each centre can run in a standalone mode with local PSTN connectivity, offering the same functionality and providing resilience in the unlikely event of the centralised network failing.
•Date: 15th Oct 2010 • Region: UK •Type: Article •Topic: Recovery facilities |
