Call Handling’s IVR platforms are co-located with our Tier 1 partners and are directly connected to their telephony switches allowing us to benefit from the inherent reliability and diverse routing within their networks.  Inbound calls are delivered across multiple E1 bearers, configured for load balancing and fault tolerance. The telephony platform is based on the latest Seteca Voice Processors (VPs) supplied by market leaders C3, with whom we have worked closely for over a decade. Multiple VPs are deployed to ensure that we can continue to handle expected call volumes even in the event of a unit failure. This implementation is highly scalable and can be quickly expanded according to customer demand to provide a call handling capacity in excess of 2,000 lines.

Supporting the telephony units is a High Availability data infrastructure. Multiple HP ProLiant servers provide the IVR platform with database and service content, while others operate in a customer-facing role providing web access to our Control Centre and Reporting services. Our systems are all built using industry standard technologies, and fully redundant networking and power supplies, with the objective that there is no single point of failure in the system. Continuous data archiving and, where appropriate, automatic replication, enables a rapid failover to a standby server in the event of failure of a critical system component.

We employ pro-active system monitoring and have two independent SNMP network management systems continuously in operation. These react not just to the standard events that system hardware may generate, but also to the many alerts and other notifications that we have built in to our own software processes.