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Maior Technical Profile

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Maior is headquartered at Chicago and has its offshore centre in Hyderabad. We endeavour to emerge as a leader in the offshore BPO services.

Maior is headquartered at Chicago and has its offshore centre in Hyderabad. We endeavour to emerge as a leader in the offshore BPO services.


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Transcript

  • 1. Maior Technology Group TECHNICAL PROFILE OF MAIOR ITES Date13th September 2009 www.maior-ites.com
  • 2. Contents • Goal • Connectivity • Server Specification & Usage • Dialer Details • Software • Process Management • Polices • Guidelines • Backup Plans • Summary www.maior-ites.com
  • 3. Goal Design and maintain infrastructure to provide best, reliable and faster solutions which will enable us to do the operations contiguously www.maior-ites.com
  • 4. Connectivity Secured MPLS Network for Voice Redundant Leased line/Broadband lines for Data Customized Dialer solution Toll free & DID’s along with Redundant Channels www.maior-ites.com
  • 5. Connectivity Inbound Network Details: Voice • Secured MPLS IPVC network from Tata Communications • Type – E1 Connectivity • Bandwidth – 4 * 2 Mbps • Channels: 80 40 with G711 high performance Codec 40 with Advanced G729 Codec licenses. • DID Numbers: 3 • Tool Free Number: 1 • Router – CISCO 2821 www.maior-ites.com
  • 6. Connectivity Data • External connectivity is provided by VSNL • Type - Leased Line connectivity • Bandwidth – 2 Mbps • Hybrid (Star and tree) topology • Router - MP1700 E Redundant Data lines: • Broadband Network From Tata • Bandwidth – 2 Mbps • Broadband Network From Airtel Communnications • Bandwidth – 2 Mbps www.maior-ites.com
  • 7. Maior Secured Network Diagram www.maior-ites.com
  • 8. Server Specifications IBM system x3650 Manufacturer of the computer: IBM – Processor: Intel(R) Xeon(R) CPU 5120 @ 1.86 GHz – RAM: 4GB RAM – HDD: 500GB – Drive: DVD/CD Writer – Network cards: 10/100/1000 Mbps – Keyboard: USB keyboard – Pointing device: USB mouse www.maior-ites.com
  • 9. Server Specifications (Cont…) IBM xSeries 226 – Manufacturer of the computer: IBM – Processor: Intel(R) Xeon(R) 3.00 GHz – RAM: 4GB RAM – HDD: 500GB x 2 – Drive: CD Drive, FDD – Network cards: 10/100/1000 Mbps – Keyboard: PS2 keyboard – Pointing device: PS2 mouse www.maior-ites.com
  • 10. Server Usage Description Type Quantity Domain Server 1 Data Server 1 Dialer Server 1 Backup Dialer Server 1 NICE Logger Server 1 Mail Server 1 FTP Server 1 Control Server 1 Total 8 www.maior-ites.com
  • 11. Dialers • AVAYA, Customized VICI Dialer • Currently we are using Customized Predictive Dialer as avaya is not required from the clients end. www.maior-ites.com
  • 12. Customized VICI Dialer Solution www.maior-ites.com
  • 13. Major Vici Dialer Features • Inbound, Outbound and Blended call handling • Full USA FTC-compliance capability • Web-based agent and administrative interfaces • Integrated call recording and retrieval • Scheduled Callbacks: Agent-Only and Anyone • Scalable to hundreds of seats • Call Barging Facility • Call monitor and barging enabled flash Interface www.maior-ites.com
  • 14. Software – Desktops are Microsoft Windows XP professional SP2 – Servers are Microsoft Windows 2000 & 2003 Server – SQL Server 2005 – Additional Software • Microsoft Office 2003 • Norton Antivirus 2006 • VPN and FTP www.maior-ites.com
  • 15. Other Infrastructure • Switches: LINKSYS (48 PORT) & DLINK ( 24 PORT) • Routers: CISCO 2821 & MP1700 E • Headsets: Plantronics audio 625 with USB Noise Cancellers • WiFi: Netgear & DLink www.maior-ites.com
  • 16. Resolution Flow Start Raise CRF Resolve the Service call Call and track Till close Get Approval Create From Get user problem IT Manager Feedback ticket Yes Escalations Approved ? Escalate to And alerts IT Manager No Stop Stop Huge Yes Impact ? No www.maior-ites.com
  • 17. IT Policies Data Classification Policy Acceptable Use Policy Desktop Security Policy Access Control Policy Firewall Policy Internet Usage Policy Information Media types Internet Security Policy Antivirus policy Network Access Policy Analog/ISDN line policy Password Policy Acceptable Encryption Policy Security Policy Electronic Communications VPN Policy Policy www.maior-ites.com
  • 18. Guidelines Data Centre Guidelines Desktop Security Guidelines Dialer Management Guidelines General IT Guidelines LAN Guidelines Laptop Security Guidelines www.maior-ites.com
  • 19. Backup Plans Dialer Mail Server Media: Tape Media: DVD Mode: Normal Mode: Incremental Duration: Daily Duration: Weekly Twice (Wednesday & Sunday) List of Items: Database List of Items: User Mails Logger Data Server Media: Tape Media: DVD Mode: Normal Mode: Incremental Duration: Weekly Twice Duration: Weekly Twice (Wednesday & Sunday) (Wednesday & Sunday) List of Items: Voice Files List of Items: User Files www.maior-ites.com
  • 20. Awards & Recognition • Last Quarter 2nd and 3rd Month we have achieved 99.50 % uptime • In Last IT Audit we obtained A+ • From company’s inception till today no one left from IT Department. Hence we achieved 0% iteration www.maior-ites.com
  • 21. Future • Central software to manage • IT Finance Management • IT Projects team • Training in Avaya labs, VSNL data centre, Dialers etc., www.maior-ites.com
  • 22. Summary Technology Team of 5 engineers and 1 IT manager. Systems are monitored and maintained through 24X7. Technical Assistance round the clock. Ensuring IT down time almost to zero. www.maior-ites.com
  • 23. THANK YOU Visit Us At : www.maior-ites.com www.maiortechnologygroup.com www.maior-ites.com