Network Capabilities
iTouchpoint utilizes diverse carriers and features provided by these carriers to support the delivery of traffic from a customers network. We currently utilize Qwest, XO, MCI and Global Crossing for call delivery.
iTouchPoint's robust carrier network helps provide these services in the following ways:
Percentage allocation: Allows for call distribution of traffic between iTouchPoint sites. Useful when maintenance work is performed and traffic is diverted so that there is no customer impact. Our carriers provide Web Tool for easy route administration in near real-time.
Toll-Free Routing: Customers can send traffic over shared carrier facilities via toll free 8YY numbers that are terminated on our platform(s).
DID Routing: Customers can send traffic over shared carrier facilities via DID numbers that terminate on our platform(s).
Direct Facilities: Customers can connect directly into the platform from their network.
iTouchPoint Network Engineering staff will work with each customer to determine the best means by which the service can be provided and supported with the best cost break that can be achieved for a specific customer's needs.
System Capabilities
The iTouchPoint platform consists of several components, chief of which is the switch interface to the Time Division Multiplex (TDM) or Voice over Internet Protocol (VoIP) infrastructure of the Public Switched Telecommunications Network (PSTN). The switching protocols supported by the system are:
- Signaling System 7 (SS7) Support
- Primary Rate ISDN Signaling Support for Domestic Protocols such as:
- 4ESS Custom Variant,
- 5ESS Custom Variant,
- DMS 100/200 Variant,
- National ISDN Standard 2 (NI2)
- Domestic and International signaling Via:
- E1 Interfaces
- T1 Interfaces
- CAS Signaling Support
- Release Link Trunking Support
- Customized IVR Capabilities (Language Prompt Ability)
Operations Capabilities
iTouchPoint provides surveillance of its network and systems by utilizing a Network Operations Center (NOC) in Bangalore, India. Tier 1 technicians are skilled in operations and practices involving iTouchPoint platform and network at this center.
Supporting this Tier 1 organization is a Tier 2 organization consisting of certified Cisco LAN/WAN engineers, trained Database Administrators (Oracle and Microsoft SQL), and Systems Administrators (Unix and Windows based).
Finally, supporting both of these organizations is the Tier 3 development organization that has developed the software and systems that are used and thus are experts in the analysis of complex issues, with a mandate to resolve these issues immediately based on defined critical priority definitions. Thus the capabilities of operations is outlined as:
- 24x7 Tier 1 coverage by Network Operations Center in Bangalore
- Tiered support structure and escalations (on call while off shift)
- Realtime Surveillance Systems (Uptime, Whatsup!Gold, CiscoWorks)
- Application Level Alerts via automated scripts
- SNMP Traps for hardware related issues
- Rules Based routing capabilities
Redundancy Capabilities
iTouchPoint has invested extensively in assuring that the network and systems perform as expected and have redundancy built in at various points, such as:
- Site Level Redundancy (Each site engineered to handle full traffic load)
- Carrier Level Redundancy
- ACD Primary/Secondary/DR Redundancy
- Redundant Switching matrix cards in each switch
- Redundant signaling cards (ISDN, SS7)
- Redundant Network Interface cards in key servers
- Redundant Call Control Servers
- Redundant facilities to Call Centers
- Redundant Call Centers
