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Call Centre Proposal

This document outlines the technical design for a proposed directory service call center at Makerere University. It includes specifications for connectivity infrastructure including a data center and call center connected via internet and client-server models. It also details specifications for hardware including servers, storage, networking equipment, call center equipment, software, and furniture needed. Finally, it lists next steps that require attention such as an equipment review, releasing a request for proposals, selecting vendors, and starting call center operations.

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Santosh Nathan
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114 views18 pages

Call Centre Proposal

This document outlines the technical design for a proposed directory service call center at Makerere University. It includes specifications for connectivity infrastructure including a data center and call center connected via internet and client-server models. It also details specifications for hardware including servers, storage, networking equipment, call center equipment, software, and furniture needed. Finally, it lists next steps that require attention such as an equipment review, releasing a request for proposals, selecting vendors, and starting call center operations.

Uploaded by

Santosh Nathan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Proposed Initiative on a “Directory Service

Service”” Call Center at


Makerere University, Kampala

Technical Design

4th Presentation to the Core Team Members – 10th April’07

Prof. K. Umachandran
Connectivity

• The process of connecting the Physical


Infrastructures
– Data Centre
– Call Centre (Work floor)

2
Internet

Client – Server
COHABITATION
Connectivity

Data Center Call Center


(L1) (L2)
Internet

L2
L2

L2

Data Center Call Center

Client – Server
DISPERSION
Connectivity
Internet

L3

L3
L3
L3

L3

Data Center Call Center

Web– Server
Connectivity
Utility of Investment

• The process of efficiently utilizing the


investments made on the Physical
Infrastructures
– Data Centre
– Call Centre (Work floor)
Focus
• Immediate
• Progressive

6
Immediate Focus Social Contribution

30 Seater – Directory Service

Inbound Outbound

20 Seater – Tele Marketing

Service Contribution
• Telecom Companies
• Advertisers

Revenue Generation Source Social Contribution

30 Seater – Directory Service


30 x 3 = 90 CSR + Leave Reserve

Inbound Outbound

20 Seater – Tele Marketing


20 x 3 = 60 CSR + Leave Reserve
• Banks
• Insurance Service Contribution
• Promotional Activities
Progressive Focus * Work floor build-up required
** Switching Platform with redundancy &
Work floor build-up required

Capacity (Build up
up***) – 2000 Seater

Capacity (Scope available


available**) – 700 Seater
Concurrent (i.e on a Load factor of min 1:2 the
1400 x 3 = 4200 CSR
existing facility can easily handle 1400
+ Leave Reserve

Initial Capacity – 50 Seater


50 x 3 = 150 CSR + Leave Reserve
Rack Mount 2U-(1) Dual Core 64 bit Intel Xeon 7130 Processor (3.2 GHz, 150 Watts, 800 MHz FSB)
upgradeable to Dual - Dual core Processor

Cache Memory - 4 MB Level 3 cache per processor


Memory - 4 GB (2 x 1 GB) PC2 - 3200R Fully Buffered DIMMs (DDR2-667) with Advanced ECC, mirrored and
online spare memory capabilities upgradeable up to 32 GB Fully Buffered DIMMs

Network Controller - 2 embedded NC371i Multifunction GB server adapters

Storage Controllers - HP Smart Array P400 / 512 MB BBWC Controller (RAID 0/1/5)

Hard Drive - 2 x 146 GB 3G SAS 10K SFF HDD installed


6 I/O Slots - 3 standard PCI - Express x 4, and 1 standard 64 bit / 133 MHz PCI-x, Optional Mezzanine adds
Two Hot plug 64 bit / 133 MHz PCI-x or two X4 PCI or one X8 PCI Express

Internal Storage - 1.168TB max - 6 x 146GB SAS drives (with optional hard drives)
S
Integrated ATI - RN50 with 32MB DDR memory
E Optical Drive - DVD +R/RW 8X Slim
USB 2.0 Ports - 4 (2 front, 2 back) all bootable
R
iLO2 Remote Management - 1
V Form Factor - Rack (4U), (7-inch)
Availability - Hot plug power supply with redundancy & Hot plug fully redundant Fans Standard
E
System Management Tools - Systems Insight Manager or equivalent Automatic Server Recovery (ASR)
R
OS Support - Microsoft Windows Server 2000, Microsoft Windows Server 2003, Novell Netware, LINUX ( Red
Hat, SuSE), SCO Unix Ware, SCO Open Server, Vmware Virtualization Software, Sun Solaris Intel Platform
S Edition
Storage Requirement - Total 1 TB scale upto 16.8 TB (attach 4 SCSI enclosures;
upto 48 TB using 8 SATA enclosures)

RAID Support - RAID 5, RAID 1 + 0 (Mirroring + Stripping), RAID 6, RAID 1


(Mirroring), RAID 0 (Stripping)

Protocol Support - Wide Ultra3 SCSI

Cache Memory - 256 MB R/W ( Upgradable upto 512 MB)

Maximum Logical Drive size - 1.0 TB

Electrical Interface - LVD (Low Voltage Differential)


S
Storage Unit - remote Mgt feature & utility. Hot plug expansion, hard drives, fans,
A power supplies and redundant controllers. 8 Port fully populated Fibre-channel SAN
Switch supporting upto 4GBps Data Transfer per controller with an option for a
N redundant controller with FC switches online fail over. SAN upgradable upto 16.8 TB
(SCSI enclosures) and upto 48 TB (SATA enclosures)
19" Server Rack Cabinets / 42 U Racks (all components from
one OEM)

42 U Shock Rack Pallet x 1

Graphite Metallic 42 U Side Panel x 1

16A High Voltage Modular PDU x 2

Rack Grounding Kit x 1

IP Console 8 pack Interface Adapter x 1


R
IP CAT5 Qty - 8 6ft / 2m Cable x 1
A
1U 10pk Universal Filler Panel x 2
C
CAT5 8 - Port KVM Server Console Switch x 1
K Rack mount Keyboard and Monitor INTL x 1
T
A Form Factor - 5.25 inch full height
Native - 300GB
P
Compressed - 600 GB (assumes 2:1 data compression)
E
Buffer Size - 64 MB
Sustained Transfer Rate (native) - 36 MB/s
L Sustained Transfer Rate (with 2:1 data compression) - 72
MB/s
I
Burst Transfer Rate - 160 MB/s
B MTBF - 250,000 hours at 100% duty cycle
R Interface - Ultra 3 SCSI & LVD

A SCSI Connector - 68 pin HD


Power Consumption - 33 Watts (average R/W operation)
R
Should be included with 300 / 600GB data cartridge x 20 nos
Y and a tape cleaning cartridge
C Nortel Meridian 1 Voice Switching Platform without redundancy option
Meridian 1, option 11C, Fully digital communication Gateway system, modularly
A expandable upto 2000 ports initially configures with
L Fully duplicated common critical cards, processor and memory bank in Hot standby
mode
L Fully non-blocking system
8 analog extensions for fax lines
80 digital extensions
C
60 ISDN PRI trunks
E 50 ACD agents
N 3 line E1's (60 Channels) provisioned for IVR
MIRAN card for recorded announcements as well as music on hold
T
Interface for detail call accounting
E Rel.4.5 latest software
R Rectifier
Call billing Software for call centre agents & back office
M3903 Enhanced Teleset upto 4 lines, display, handsfree
handsfree,, call log, interactive
softkeys,, direct connect headset port, user selectable ringtone
softkeys
M3905 Call center enhanced Teleset
Teleset,, 8 lines, 4 x 24 character display
GN Netcom Headsets
Wall board display
Installation & Commissioning
MPS 500 IVR system with 60 voice ports
T1 /E1 enclosure (RJ48C) 115/ 230 VAC
Telephony media center server E1
TMS 12 DSP Expansion card MDM
Base / Span bundles software licenses
Rel 2.1 Win 2000 Base Ap bundle (includes AP base license, RDB & Peristudio)
Windows / Solaris E1 Span Bundle License
MPS Windows 2000 Periworks Suite software
Installation charges
Ryte DeQ Directory Enquiry base system licensed for 15 concurrent agents
Additional 10 user module
Chassis Diemension H x W x D 17.65 x 6.6 x 17.8 in
Intel Dual Core Processors 820, Min @ 2.8 GHz or above, 80 GB or
above HDD
D Memory min 512 MB DDR2 SYNCH DRAM upgradable upto 4GB
E 1.44 MB 3.5" FDD
1.2 TPM EmbeddedSecurity Chip integerated Broadcom NetXtreme
S Gigabit Ethernet
K 2 full height PCI slots, 1 full height PCI express x 1 slot, 1 full height PCI
Express x16 slot, 2 additional full height PCI slots optional
Front I/O: 2 USB 2.0, headphone and mircophone
T Rear I/O: 6 Usb 2.0, 1 standard serial port, 1 optional serial port, 1
parrallel port, 2 PS/2, 1 RJ-45, 1 VGA, audio in/out, mic in
O 1 3.5" external bays for optional diskette drive or other 3.5" device 3
5.25" external bays and 2 3.5" internal bays
P
365 watt power supply with power harness cable incorporating 4 SATA,
S 3 PATA and 1 FDD device power connectors
Microsoft Windows XP professional
Needs Separate Attention

Local Cabling to-be surveyed


Desktop Monitors (Flat Screen / CRT)
Furniture's – Modular work stations &
ergonomically designed seats with comfort
1. Equipment specification review (Decision on the
Process of Procurement, Tax & Duty rebate
possibilities)
2. RFP (Accountability in Core Team)
3. Expression of Interest from vendors (Advertisement)
4. Call Center Office - to start operation
5. Processing of EOI’s
6. Data Collection
Activities ahead
7. Vendor Finalization
8. Orders and TOR’s (Terms of Reference)
9. Project Process Handling Thank You

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