CCN | Call Centre Nucleus

Why CCN ? / Technology

Technology

In a demanding environment such as a contact centre, CCN is aware of the needs of its customers to provide world class contact centre environments in diverse locations. CCN has invested extensively in the most up-to-date, world class technology to enable and support our many environments.

Telephony

The core delivery mechanism for CCN is its telephony platforms. CCN currently
runs 2 world class telephony platforms for delivery of local and global VOIP and
TDM communications, Alcatel OMNI PCX 4400 and Avaya S8700
MEDIA SERVER / G700.

Servers & Environment

CCN runs a number of core and shared servers throughout its call centres. CCN is a dedicated Dell Computer site and manages all its server, desktop and laptop services through Dell. All core servers are run with redundancy and hourly backups. All servers have a full Dell Gold service level and in addition CCN maintains hospital stock to ensure the operation maintains 99.95% uptime.

All of CCN’s sites are supported by redundant electrical supplies that include, three 150KVA standby Generators capable of running our sites for up to 36 hours continuously, supported by multiple 60KVA UPS’s with fail over capability. All call centres and many of the common areas including all entrances and access controlled areas are covered by hidden as well as visual CCTV cameras.

CCN uses centralised air conditioning systems in conjunction with individual split units to ensure an optimal working environment. All buildings are covered by an alarm system linked to armed response as well as to the guards in the complex. All entrances and individual call centres are access controlled by access tags that are unique and can be monitored and reported on.

Network

CCN’s network is segmented (by means of VLAN’s) by building, departments and floors. Following a hierarchical model of Access, Distribution, Core, Ethernet and Fast Ethernet nodes connect to Cisco 3750 switches in the Main CCN Data Centre.

There we have Cisco 6500 distribution switches, which provide connectivity to our server farms which provide DHCP, AD, DNS, Proxy and other business applications e.g. Nucleus and Sentinel. All this equipment is powered by redundant, individual circuits that run from different generators and UPS systems that fare fed to two different power supplies.

Support

The need to manage more and more complex systems and to provide a truly global platform with regards to technology and interconnectivity means that CCN’s Information Technology has to be backed by a truly sound and globally accepted practice/s. In addition to the COPC standards which CCN follows – IT at CCN adheres to the ITIL methodology to manage Implementations, Ongoing Support and Decommissioning.