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Bachelor Networking

BN321 Advance Network Design

Assignment 2, Trimester 3 2017

Saksham Gupta - MIT172532

0403 970 775
Table of Contents

1. Objective
2. Task 1 – Gathering of User, Application, Device & Network Requirements
3. Gathering Technique
4. Task 2 - Logical, Efficient and Scalable Network Design
5. Explanation of the Design
6. Performance Metrics
7. References
In this report I have proposed a logical design best suited for an IT Call centre by gathering
requirements of this design including Users, Application, Device and Network are taken in to
consideration by using one-on-one interviews with users and questionnaire with Call Centre
management, and staff members. The network analysis, architecture and design processes that have
been proposed for implementation for an IT call centre. I am starting this assignment with a
description of the network analysis, architecture, and design processes used for an implementation
of an IT Call Centre. Also I am proposing a state of the Art Infrastructure – Network Design which has
the latest Technologies and can accommodate network load now and for another five years. The
proposed solution will come up with a logical, efficient and scalable network design that is suitable
for the IT Call Centre’s requirements. Network performance metrics has been created to justify my
proposed solution. [1]

Task 1 – Gathering of User, Application, Device & Network Requirements

Requirements Gathering is the first step towards a successful completion of a network design for a IT
Call Centre

User Requirements:
Are the requirements gathered from the end user. These requirements tell us what a user requires
from the system. It is the first step involved in the designing process for the network. Though it is the
least technical process but is subjective to users and therefore should not be skipped. User
requirements are often qualitative. In the scenario of a Call Centre the user requirements are high
speed of the network, reliability of the connection and enough functionality to support the system.
Additional aspects taken into consideration for the IT call centre is the hours of operation, team size
of the call centre, the staff members including their number and organizational structure of the call
centre is gathered.

Application Requirements:
The second process in the requirements gathering is gathering the applications required in the
desired system. Here Application information is gathered. The system experience, testing is done for
successful operation of the system. Issues in the call centre can be addressed through various
channels available. Various platforms of web, email etc are decided and expected number of calls
can be received are taken in to consideration. Further Application requirements can be Mission
Critical, Rate Critical or Real Time. For the IT Call centre we are looking after Real Time Applications
which requires low latency or delay usually measured in seconds.
Device & Network Requirements
Gathering the Device information needed to be utilised in the network is the third process in the
requirements gathering process.

Various device requirements are assessed based on the performance characteristics of network and
their location information. For the IT Call centre we require generic computing devices such as Pc’s,
workstations, Servers – File, Management and Print.

Network requirements is the final process for making a successful network design. It involves
gathering how devices will talk to each other in the environment. It could be a wireless or a wired
network. In here we used wired network setup. Networking requirements also includes reliability,
scalability for future growth and redundancy.

Gathering Technique

The techniques that have been used in this process to gather user, application, device and network
requirements are questionnaires and interviews. Both the questionnaire and interviews have been
conducted to have a deep understanding of what is required for the design of the IT call centre.

Questionnaire technique has been used including finding estimate call volumes and call volume
ramp up over initial months of operation, establish call centre hours of operation, estimate call
centre size and staffing requirements, the organizational structure of the call centre, for now and in
the next five years, layout of call centre, including furniture requirements, appropriate hardware and
software to enhance call centre capabilities. Advance networking results in streamlined call handling
which reduces call times, associated costs, and improves customer satisfaction Hardware worth
considering includes A local area network (LAN) for the call centre, Desktop computers for agents,
An automatic call distributor for call routing to specific agents or terminals, And voice solutions,
such as IVR – Interactive Voice Response, voice recording systems Software that enhances a call
centre includes: Customer relationship management systems Call centre interface - Workforce
management solutions, recommended as the call centre grows, Management information systems.

Task 2 - Logical, Efficient and Scalable Network Design

Explananation of the Design

In the above network design for the IT Call Centre there is two (optical) connections via ISP Router 1
& 2 to the Load Balancer to manage network load from the organisation. Also providing redundant
connection. After that Load Balancer is connected to the Firewall which provides security to the
entire network. Which is further connected to the Call Centre Router. After that there is a Core
Switch which is connected to the IP PABX – Private Branch Exchange having two fast links between
them for redundancy if one link is down another can be used in case. IP PABX is responsible for
switching calls between VOIP users. Now after that the Core Switch is connected to the Access Layer
Switch which is then connected to the File Server and the Printer and is also connected to the
Workstations. Keeping in mind the limited budget I have installed Softphones on the Workstations
for receiving the calls from the customers which in turn saving the costs for the VOIP/Hard Phones. I
will also be configuring QOS – Quality of Service for giving priority to the Voice.
Performance Metrics
Some of the performance metrics are stated below:

1. Bandwidth – Refers to the amount of data that can be transmitted over a fixed amount of
time through a medium.
2. Delay – Refers to the time taken by a bit of data to travel in the network across from one
node to another. [3]
3. Jitter - Jitter is defined as a variation in the delay of received packets. The sending side
transmits packets in a continuous stream and spaces them evenly apart. Because of network
congestion, improper queuing, or configuration errors [4]
4. Packet loss - Packet loss occurs when one or more packets of data travelling across a
computer network fail to reach their destination. Typically occurs in times of network
congestion. [5]
5. Utilization - Network utilization is the amount of traffic on the network compared to the
peak amount that the network can support. [6]

Following are the recommended performance metrics values to be considered.

Metric Value
Bandwidth High
Delay Low
Jitter Low
Packet Loss Low
Utilization High


[1] M. Kaufmann, "Introduction," Morgan.Kaufmann.


[3] Wikipedia, "Network delay".

[4] Cisco, "Jitter," Microsoft Word - 7.Improving-Maintaining-Voice-Quality-061705.doc, pp. 7-50.

[5] Wikipedia, "Packet loss".

[6] S. f. T. i. A. Retail, "2.2. WHAT IS NETWORK UTILIZATION?".