Throughout the implementation of the
Virtual Call Center (VCC)
infrastructure, there were significant
design changes. A few of the reasons
for those changes include OFT
requirement revisions, closure of the
NYC call center, the decision to use
the new infrastructure for Tel-Service
calls and technical problems discovered
during installation. During the first
year of production we have experienced
many service effecting problems and the
system has undergone additional
changes. The current configurations
need to be analyzed as a whole to
ensure that in its current state the
system is as fault tolerant as
possible, the network architecture is
not unnecessarily complicated, VoIP
throughput of the equipment and call
quality is maximized and the system’s
failover mechanisms are set up
correctly. Updated documentation of
the system shall also be a requirement
of this engagement.
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