Maior Technology Group provides IT infrastructure and services to support their operations. They have secured MPLS networks for voice and redundant broadband connections for data. Their customized VICI dialer supports inbound, outbound, and blended call handling. Their servers support domains, data storage, dialing, backups, logging, and mail/FTP. They have policies, guidelines, and backup plans to ensure system reliability and security. Their goal is to provide best and reliable solutions to enable continuous operations with minimal downtime.
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
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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
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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
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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
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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
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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
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11. Dialers
• AVAYA, Customized VICI Dialer
• Currently we are using Customized Predictive
Dialer as avaya is not required from the clients
end.
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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
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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
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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
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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
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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
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18. Guidelines
Data Centre Guidelines
Desktop Security Guidelines
Dialer Management Guidelines
General IT Guidelines
LAN Guidelines
Laptop Security Guidelines
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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
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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
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21. Future
• Central software to manage
• IT Finance Management
• IT Projects team
• Training in Avaya labs, VSNL data centre, Dialers etc.,
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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.
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23. THANK YOU
Visit Us At : www.maior-ites.com
www.maiortechnologygroup.com
www.maior-ites.com
