Beruflich Dokumente
Kultur Dokumente
CENTER SERVICES
in Indian
Telecommunications
Licensing and Regulation
By
Harish Kumar Gangwar
Disclaimer: I hereby declare that the views expressed in this
article / publications are my own and not of the Government of
India.
(C) All copyrights are reserved with Harish Kumar R/o Gangwar
Colony, Nawabganj , Bareilly , Uttar Pradesh India.
Email id. harish_gang@yahoo.com
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No.
CONTENTS
Background on Telecom Circles and OSP Registration
Telecom Resource requirement of OSP ..
Brief on scope of services under various Telecom Licenses .
Concept of Hosted Contact Centre / Virtual Call Centre
Who are the Target Customers?
Benefits due to Hosted Contact Centre ..
Why the Indian OSPs are opting of Hosted Contact Centre
Hosted Contact Centre Services in India ..
Arrangement between OSP, UAS provider, NLD in absence of Hosted Contact Centre .
Salient Licensing points in Hosted Contact Centre Solution ...
Where the Hosted Contact Centre fits in to the Indian Licensing Framework
International Scenario on Hosted Contact Centre
Requirement of new license or amendments in existing license to in view of Hosted
Contact Centre Services'(HCCS)
HCCS under UAS License and OSP (Domestic-HCC)
HCCS under NLD License and OSP (Domestic-HCC)
HCCS under ILD license and OSP (International HCC)
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It is defined in the scope of the NLD License that NLD Service Licensee will
have a right to carry inter circle traffic. Hence the UASL/ Access / basic
Service provider will handover the inter circle traffic to the NLD service
providers.
2.
Further, NLD Service Providers can access the subscribers directly only
for provision of Leased Circuits/Close User Groups (CUGs). It means that
the NLD service providers cannot handover the Public PSTN /.PLMN traffic
directly to any customers. The NLD service providers can only takeover and
handover the public PSTN / PLMN traffic from and between the Access Service
providers.
3.
4.
j.
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Connection
Server
(VCS)
having
capability
to
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(UAS) in their Telecom Service Area. The MSCs located in other telecom
service area shall not be used by OSP for making any outbound calls.
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Where the Hosted Contact Centre fits in to the Indian Licensing Framework
The Hosted Contact Centre is telecom resource based value added application
service for Call Centres and other Customers where a single telecom application
based platform is shared among more than one customer on lease basis.
The Hosted Contact Centre or Virtual Call Centre is currently not covered under
the scope of services in any DOT license/ regulations including UAS License and
NLD license and under any registration / NOC permission.
Prima facie it seems that it may fall under the OSP registration category. The
Hosted Call Centre have the all network infrastructure required for a call centre so it
may be assumed as a Universal Call Centre offering Services to other Call Centres.
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But The Hosted Call Centre cannot be covered under the OSP category due to the
inherent nature of the business i.e. sub-leasing of HCC platform to the other OSPs
and customers. Further as the Hosted Contact Centre involves the interconnection
with the PSTN / PLMN network and NLD network etc. Where the tenant or the
Hosted Contact Centre Users will access these telecom resources on some
consideration and not on a pass-through model. Thus it would be a resale of
telecom resources which is not permitted in the UAS/CMTS license or NLD License
and government would be deprived of its legitimate share on the revenue earned.
the UAS/CMTS licenses whose scope is limited to one circle , the Hosted Contact
Centre Services may also be added to this. But in any license you add the Hosted
Contact Centre Services there will always be RESTRICTION on its implementation
so that the possible infringement of other licensees or stake holders may be avoided.
Once the HCCS is added into the scope of existing license UAS , NLD and ILD
license, the OSP registration terms and condition may also be modified to add two
new category of OSP i.e. Domestic-HCC and International-HCC.
In my opinion the Hosted Contact Centre Services may be incorporated in the scope
of services of licenses as tabulated and explained below:
Sl.
Name of License
Target Customer
Scope of Area
Domestic OSP
Telecom Circle
Domestic OSP
All India
International OSP
All India
No.
OSP (DomesticHCC)
Location Circle A
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OSP (DomesticHCC)
Location Circle A
10. The voice calls between the agents of one OSP (Domestic HCC) location to
other OSPs location shall be prohibited. However the inter-group calls
between agents of an OSP(Domestic HCC) shall be permitted.
11. Any component, subcomponent, gateway or any interface of the IP-PBX will
not be assigned any public IP. The reach ability of SIP Server and any of its
Interfaces through the internet Cloud is prohibited.
12. The SIP clients will not be assigned any numbering scheme similar to the
E.164 numbering scheme.
13. The facilities from the Hosted Contact Centre solution can only be provided
to the OSPs and the clients having the agreement with the OSP for providing
application services using this hosted contact centre solution platform.
14. The license fees shall be payable on all components of the total bill / invoice
raised by the HCCS Provider to the OSP (Domestic HCC) without any pass
through.
15. Ideally at Domestic-HCC there will be a LAN Network where all agents will
access the voice and data services through HCCSP using CTI platform or
other platform.
Data Centre
of Client
OSP (Domestic-HCC)
Location Circle B
OSP (Domestic-HCC)
Location Circle C
Basic Diagram for Interconnection of HCCSP, OSP (Domestic-HCC) and other Telecom Licensee
1. The HCCS shall only be provided to the OSPs who got registration under the
International HCC category.
2. International-HCC and HCCS Provider i.e. ILD will connect through the point
to point Private Lease Circuit. The point to point connectivity may also be
provisioned through ILD Service Provider based International VPN.
3. HCCS Provider may also connect with the Data Server of clients (OSPs
Client) at foreign end using International Point to Point Private Lease Circuit
based on the requirement of the OSP (International-HCC).
4. HCCS Provider may also interconnect using International Point to Point
Private Lease (IPLC) Circuit with foreign telecom network through foreign
clients POP.
5. HCC Infrastructure at ILD providers location will not interconnect with any
local PSTN/PLMN network, Data Connectivity, Internet Connectivity other
then the lease circuit between HCCS Provider and OSP (international HCC).
6. Both International Inbound and Outbound calls are permitted through HCCS
Provider for the call centre purpose of OSP (International HCC).
7. The HCCS Provider shall be permitted to handover the voice and data traffic
to only OSPs (Category International HCC) located anywhere in India only
using private lease circuits.
8. The access of Internet Services through foreign clients POP is not permitted
through the HCCS Provider. HCCS Provider may make separate provisioning
of the Internet Services to the OSP (International HCC) from the authorized
Internet Service Provider having jurisdiction at OSPs Location through private
lease circuit.
9. There will total isolation of the domestic telecom resources of UAS/CMTS
provider from the HCC network of OSP (International HCC).
10. The voice calls between the agents of one OSP (International HCC) location
to other OSPs shall be prohibited. The inter-group calls between agents of an
OSP (International HCC) shall be permitted.
11. Any component, subcomponent, gateway or any interface of the IP-PBX will
not be assigned any public IP. The reach ability of SIP Server and any of its
Interfaces through the internet Cloud is prohibited.
12. The SIP clients will not be assigned any numbering scheme similar to the
E.164 numbering scheme.
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13. The license fees shall be payable on all components of the total bill / invoice
raised by the HCCS Provider to the OSP (International HCC) without any
pass through.
Foreign
Client Data
Centre
Foreign PSTN /
PLMN
interconnection
for voice
purpose only
OSP (International-HCC)
Location Circle B
Disclaimer: I hereby declare that the views expressed in this article / publications are my own and not
of the Government of India.
(C) All copyrights are reserved with Harish Kumar R/o Gangwar Colony, Nawabganj , Bareilly , Uttar
Pradesh India.
Email id. Harish_gang@yahoo.com
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