Future plans: converged network operations
At the new center in Erie, Pennsylvania, TechCare plans to install an IP-enabled DEFINITY, which will route calls to agents across the LAN, rather than using trunks. All components of the telephony network, including the voice messaging system, will reside on the LAN. The figure that follows shows the configuration for the converged network.
With the converged telephony and data networks:
- TechCare will use the Avaya IR system VoIP capability to support applications and communications that can be handled more economically over an Ethernet connection than over T1. These connections use C-LAN and Prowler cards in the MultiVantage and a network interface card in the Avaya IR system, rather than T1/E1 cards in each system with a T1/E1 connection between them. The VoIP connections support low-volume applications that would not justify the addition of T1 or E1 connections. For instance, a simple password reset program for technicians might be handled in this way.
- As more voice response applications are developed, they will be located on a server, rather than on the Avaya IR system's hard drive. Locating the applications on a server reduced demands on the Avaya IR system. Additionally, the application can be placed on the same server that stores trouble ticket data for the website, putting the data source closer to the application.
