Order Taking Infrastructure
We can scale our capacity upwards as requirements merit.
Our current peak load is about 1,000 calls per hour.
Our hardware has the following specifications:
CallCenter Powered by Citrix Servers
60 –Seat Call Center using Avaya phone system, with Liebert battery backup.
Backup diesel-powered generator capable of powering the Call Center for
3 – 5 business days in case of power outage.
Rack-mounted industrial platform
High-capacity redundant hot-swappable hard drive
Up to 1400 hours of message capacity
Shock-mounted drive bays
Dual load-sharing hot-swappable power supply
24-port Dialogic D-240-SC-T1 cards
Up to 480 ports per system
Global message redundancy (incremental backup)
Failure alarms for power supply, fan failure, high temperature
Four filtered air-intake vents featuring 82 CFM ball-bearing fans
(3 hot-swappable)
Virtually unlimited voice-mail boxes
EMERGENCY PREPAREDNESS
ORDER TAKING .COM has a disaster recovery plan and procedures in place in the event of phone outages, software or hardware failures.
Phone Outage — our primary telephone company provider is Paetec.
In the event of a phone outage, we have the following recovery procedures in place
IT1 (24-channel circuit) malfunction— the system automatically hunts to the second T1 in hunting group
Simultaneous T1 malfunction — Paetec reroutes traffic on-the-fly to a standby copper-wired T1, bypassing the failing MUXes
Paetec failure (e.g., catastrophic incident) — Verizon implements an auxiliary phone system with 12 hunting lines; a reciprocal partner in Atlanta, GA services all accounts
Electricity outage — In the event of an electrical outage, we implement an emergency generator and industrial back up batteries.
Software — In the event of a software problem, our technical staff is immediately notified and the error is isolated. The first backup is reloaded from the initial computer. The second backup is loaded from an on-site computer in the network. A third backup which is located on-site is implemented. In order to eliminate vulnerability to computer viruses, the third backup is not on the network.
Hardware — Our hardware has the following protective and redundancy features:
Rack-mounted industrial platform
High-capacity redundant hot-swappable hard drive
Shock-mounted drive bays
Dual-load-sharing hot-swappable power supply
Global message redundancy (incremental backup)
Failure alarms for power supply, fan failure, or high temperature
Four filtered air-intake vents featuring 82 CFM ball-bearing fans (3 hot-swappable)
On-line hard disk de-fragmentation
Hardware Error — In the event of a hardware error, our technical staff uses the following protocol
If the error can be cleared by reset, this is done after carefully noting the problem.
If there is a failure of a hardware component, the technician in charge decides if it is better to replace the defective part or to switch to the back-up redundant system. An inventory of spare parts is kept on site and most components can be replaced while the system is running. In case of fire or other unforeseen disaster, back-up systems are kept on- and offsite.
In the event of an outage in our Jacksonville location, services will be re-routed to our New York City call center.