At the heart of MindTree’s telecom infrastructure for technical support is the state-of-the-art Avaya S8710 ACD. Operating with the Avaya Communication Manager 3.1 Software on a Linux platform, our infrastructure provides:
Two S8710 server units are deployed for redundancy and maximum availability. The servers are interconnected for replication by UTP patch cords via ‘heart beat’ ports, useful during health monitoring, server interchanges, and unit failures.
Both S8710 units are also connected to the Avaya UPS, with 30-minute battery backup time, allowing smooth shutdown of the server in case of unlikely power outages that involve failure of campus-wide UPS power. The S8710 units and Avaya UPS are connected to the Avaya control network switch in IP Connect mode.
MindTree has a G650 Gateway, housing component cards like:
- Server based architecture
- A 44000 port switch
- Support for 8000 trunks and 36000 extensions
- Support for 5200 ACD Agents and 12000 IP end-points
- 900000 Busy Call Hour attempts
- Duplication and redundancy to enhance reliability and ensure business continuity
Two S8710 server units are deployed for redundancy and maximum availability. The servers are interconnected for replication by UTP patch cords via ‘heart beat’ ports, useful during health monitoring, server interchanges, and unit failures.
Both S8710 units are also connected to the Avaya UPS, with 30-minute battery backup time, allowing smooth shutdown of the server in case of unlikely power outages that involve failure of campus-wide UPS power. The S8710 units and Avaya UPS are connected to the Avaya control network switch in IP Connect mode.
MindTree has a G650 Gateway, housing component cards like:
C-LAN
All IP phones (up to a maximum of 300 phones) register with the C-LAN, which also acts as the gate keeper for all IP endpoints.Media Processor Board
The Media Processor board provides DSP resources, acting as a coder/decoder supporting G.711 and G.729 codecs. With support available for 400 simultaneous phones, the Media Processor provides echo cancellation and noise reduction facilities, boosting call quality even in noisy environments. It converts digital voice into packetized voice and vice versa.Announcement board
The announcement board records announcements for incoming call treatment. Each board supports 32 simultaneous announcements, using audio files recorded in wave formats for greetings and messages.Avaya 4610 IP Phones
High-end Avaya 4610 IP phones, using H.323, are at all support engineers’ desks. The phones are connected and powered through Extreme PoE (Power over Ethernet) Layer 2 Switches, which are configured to provide DHCP addresses.Avaya Call Management System (CMS)
Avaya CMS is a world-class contact centre reporting system running on Sun Solaris, used for real time monitoring and generation of historical reports. Raw CDRs from the ACD are dumped into this CMS system every 30 minutes. Various parameters like average handling time, abandoned calls, answered calls, and agent login time are extracted from these reports. CMS reports can be invaluable in conducting RCA, especially if there are customer complaints about wait times and dropped calls. Daily scheduled backup of CMS server data is done on DAT drives, and a run book is maintained on the daily operations checklist.