With Avaya IR: merged data and telephony networks

Now, an Avaya IR system in each location provides an interface between the data and telephony networks. (Again, telephony connections are in blue, and data connections in black.) The Avaya IR systems at each call center have access to information stored in data bases, which they convert to spoken information.

The TechCare call centers have nearly identical call handling requirements:

• 1800 calls at the busy hour
• 1400 calls per hour average
• Acceptable average hold time of 60 seconds

Both Avaya IR platforms are configured with:

• Two dual T1 boards
• 48 channels, with 42 used for their applications and six ready for growth
• One voice response application that supports the creation, status update, and closing of trouble tickets

These configurations are adequate for current call volume at both centers, and they provide 22% additional capacity for growth. At both TechCare sites, the hardware and software components of the solution are distributed across the LAN. The voice response application resides on the hard drive of the Avaya IR systems. The proxy speech server stores the required Text to Speech (TTS) programs.

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