CommTEL Site Preparation

& Sign-off Document

Platform AdminDesk 2.3
Date 01-01-2011
Version 2.0
CommTEL Site Preparation & Sign-off Document 2.0

Disclaimer & copyright notices

Copyright @ LAKSHYA 2011

The information being shared in this user manual document is purely for technical and /
or product reference. This document and any information enclosed within this document
contains restricted and / or limited information and you must not disseminate, modify,
copy/plagiarize or take any action in reliance upon it, unless permitted to by LAKSHYA
Solutions Limited. None of the material in the document can be reproduced in any form.

All rights reserved

Complied by Arindam Chakravorty

Date: 1st January 2011

Visit us at www.lakshyasolutions.com

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CommTEL Site Preparation & Sign-off Document 2.0

Table of Contents

Introduction................................................................................... 4

Designating a CommTEL Administrator ......................................... 4

Identifying the location for CommTEL server setup....................... 6

Remote access & support .............................................................. 8

Disaster Recovery and Business Continuity plan ........................... 9

CommTEL platform implementation sign-off .............................. 10

CommTEL Platform Implementation Site Address.................... 11

CommTEL Platform Escalation & contact details ...................... 12

CommTEL Platform Administrator & client side SPOC.............. 13

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CommTEL Site Preparation & Sign-off Document 2.0

Introduction
This document is typically useful at the start of the CommTEL platform implementation
and also at the end of the implementation. There are 2 different sections to this
document, namely –

1. Site preparation
2. Sign-off forms

The 1st section – “Site Preparation” deals with the initial preparedness that must be in
place at the customer premise where the CommTEL platform is going to be installed.
The factors mentioned here are equally important for all forms of call centre setups,
irrespective of their capacity in terms of number of seats or their type in terms of their
processes whether international or domestic.

The 2nd section – “Sign-off forms” presents a series of forms, which representatives of
both parties – LAKSHYA or client side, need to sign off and acknowledge the completion
of the implementation at the client side. The signing off this section will be treated as the
formal acceptance by the client of completion of the CommTEL installation at their
premise.

The purpose of this document is to ensure that the CommTEL installation process is
according to the pre-agreed implementation road map and is carried out smoothly
without surprises. Please take note of the following points –

• Review the site preparation requirements thoroughly and ensure that the same is
complied with, prior to commencement of the CommTEL implementation.

• Site preparation will enable a faster and smoother CommTEL implementation.

Please also note that the onsite presence of LAKSHYA engineer is for a limited period
and a proper site preparation is essential for a smooth and fast implementation. If there
are significant delays incurred, owing to improper or incomplete site preparation,
LAKSHYA might charge additional fees to cover the extended onsite presence.

Designating a CommTEL Administrator

The customer should designate a person as the primary or single point of contact in
terms of maintaining and administering the CommTEL system at their site. This person
will basically be the CommTEL expert from the client’s side. He will be responsible for
daily health check on the system, coordinate with the CommTEL support desk for
remote access, monitoring and maintenance.

This is not a formal position to be created in the client’s HR policies, neither is this a full
time position. The tasks to be performed under this pseudo-role will invariably form a

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small part of the person’s daily schedule. The person designated to be the CommTEL
Administrator should be –

• Possessing hands-on experience in network maintenance – assigning IP

addresses, router configuration (if needed for SIP/MPLS trunks), DHCP
administration, etc.
• Should be completely familiar with the network setup of the client’s site where
CommTEL is being setup.
• An entry knowledge familiarity with Linux and command line interface will be an
added advantage.

The primary responsibilities for the CommTEL administrator would be –

• Conduct a regular health check on the system to track key parameters like disk
space utilization, memory utilization, CPU utilization of the system when
functioning at peak loads.
• Conduct a check on the telephony trunks – PRI / E1 / SIP for their proper
working. Do a few test calls to make sure the trunks are working fine. Depending
on the client’s policies, ideally this should be done atleast 1 hour before the shift
starts, so that there is enough time to resolve any surprises. Usually the issues
related to the trunk are from the operator’s end and traditionally take a few
conference calls to resolve them.
• Conduct a check on the CommTEL systems to ensure all the required services
are running properly. This should be done at the start of the shift.
• Collect or receive the CommTEL related issues or trouble reports from the other
staff members working in the call center, to be done as follows –
o Collect the trouble / issue reports
o Identify the ones which can be resolved locally by yourself and resolve
them.
o The issues for which you need support, please do the prescribed
preliminary checks as per your training on trouble shooting. Please record
the results on these checks.
o Call the CommTEL support desk, report the unresolved issues along with
the preliminary checks performed and their corresponding results.
o Ensure a dedicated & stable remote access to the CommTEL servers
either through a static IP or over a TeamViewer session.
o Request the floor or operations managers to cooperate with any agent
logouts / re-logins, if needed.
• Any enhancements or features that are requested by the operations or other
team members are to be escalated to the proper authorities for verification and
then passed on to CommTEL support desk and the corresponding account
manager from LAKSHYA for appropriate discussions.

The bonding between the CommTEL Support Desk and the CommTEL Administrator at
the client site can be best summed up in the following diagram and on behalf of
LAKSHYA we stand by this commitment.

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Identifying the location for CommTEL server setup

The following section needs to be reviewed thoroughly by the concerned authorities from
the client side so that the place / location where the CommTEL servers will be setup can
be identified and readied accordingly to accommodate and operate the CommTEL
servers. Most of the points mentioned here are standard fitments, in most cases already
available at the site.

• A minimum of 5 power (5A) outlets with independent switches.

• A spike guard or power bar with provision to connect 3 – 4 devices. Should have
independent switches and fuse.

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• The power supply to the servers and the modem should be stable, any spike or
outage over a continuous period will lead to hard disk failures or PRI card
burnouts or mother board burnouts.
• All power outlets must be coming from an online UPS and should be supplying
stabilized voltage. The UPS load from the CommTEL components will be for 2 –
3 servers (only CPUs), 1 monitor. Please note that there would be other critical
components like the ISDN PRI modem, router, Lan switch, etc which would need
uninterrupted and stable power supply.
• Special care must be taken to connect the ISDN PRI modem to ensure a stable
power supply to it. It has been observed that if the modem is connected to a
power supply from a gen-set in case of power failures, it might give intermittent
alarms and result in call disruptions.
• In case you have an individual gen-set as a power backup, please ensure that
the power supply from the gen-set goes to the UPS and then to the CommTEL
systems.
• The server room should be properly secured as per requirement to prevent
unauthorized access, accidental switching off, etc.
• The server room / area should be appropriately air-conditioned to avoid system
over heating. This might happen as the machines, in most cases, will not have
been designed for a 24x7x365 on time and that too there will be a good amount
of processing and disk usage load on a continuous basis.

Connectivity readiness

• Depending on whether the setup is using a ISDN PRI or SIP or both trunks,
ensure that the trunks are activated and working.
• If a PRI line is involved, please ensure that the line is terminated at the same
location where the CommTEL servers are supposed to be located.
• If a SIP trunk is involved, please ensure that the CommTEL setup can access the
router where the SIP trunk is terminated.

Machine readiness

• The CommTEL servers should be procured as per the specifications and quantity
provided and must be kept ready for installation.
• The agent workstations should be procured as per specifications.
• The workstations and servers should be accessible over the network.

Remote Access

• A dedicated remote access over a reasonable broadband or higher connection

(atleast 1 Mbps) should be made available for remote access / monitoring.
• Ensure that a Windows machine should be available on the same LAN as the
CommTEL servers and should have the following applications installed in it –
o TeamViewer latest edition
o Putty
o SSH
• CommTEL Support desk should be provided administrator or installation
privileges on that Windows machine.

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CommTEL Site Preparation & Sign-off Document 2.0

Remote access & support

The CommTEL platform has been made simple and compact enough to be installable
and maintainable over remote access. In some cases depending on the engagement
model the CommTEL Support Desk also uses a proprietary Network Monitoring tool
which does a continuous real time health on the systems (CommTEL servers) and alerts
whenever any threshold is exceeded.

The complete CommTEL support infrastructure is based on remote access and there is
no on site presence for support.

Hence it is imperative that the client side IT, Network and CommTEL administrators
review this section thoroughly.

As mentioned above –

• We use the TeamViewer application for remote access to the CommTEL servers.
• Please ensure the latest version of the TeamViewer application is installed in the
designated remote access Windows machine.
• Please share the TeamViewer user id and password with the CommTEL support
desk and whenever any changes are made make sure to update the CommTEL
support desk with the new user name or password. This will enable faster and
pro-active support.
• Please make sure that servers and a 1 or 2 agent workstations are always
accessible (“ping”-able) from the Windows machine with the TeamViewer.
• Please enable file write, modification and installation rights on the Windows
machine so that any patch or file that is being copied into the Windows machine
is allowed. In other words the Windows machine should be logged into using
such a user who has administrative privileges on the machine.

As an alternate method of providing remote access the client might have a dedicated
Internet connection with a static IP which can be accessed by the CommTEL Support
Desk. In this situation, the CommTEL Support Desk will share its own Static IP which
you can enable at your firewall.

Please make sure that the necessary levels of hardening has been done on the Internet
connection to secure it and prevent unauthorized access.

As an option the TeamViewer based access is better and more secure for the client.

It is imperative that the CommTEL Administrator be present at all times whenever the
CommTEL Support Desk takes the CommTEL setup on a Teamviewer session.

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Disaster Recovery and Business Continuity plan

Inspite of the fact that the CommTEL platform and the complete software suite being
build on a Linux base and use standard hardware, there might be some points of failure
which might have adverse effect on the production of the call centre.

Trunk failures

But it has been seen in most cases the most common points of failure have nothing to
do with the CommTEL system. Please note that the connectivity trunks either PRI or SIP
are the most common bottlenecks. They take all the more time to rectify because
invariably these trunks are provided by the telcos or operators and find it difficult to
acknowledge and accept that their trunk or connection is not working. It has always been
seen, that the faster this acceptance takes place, the faster the problem gets resolved,
because usually in the telco networks there are serious outages, they are mostly minor
client specific configurations or flags which might have got reset due to some reason and
because of which a perfectly working trunk might not work currently.

Usually the problems in SIP based dialing (international processes) are harder to
diagnose and occur more frequently. PRI lines are stabler, but some times “alarms”
might come, which can cause an active call to disconnect.

The CommTEL Support Desk will help you with the necessary logs or event traces which
can be used as technically irrefutable proof about whether the problem lies with the trunk
or else where.

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CommTEL Site Preparation & Sign-off Document 2.0

CommTEL platform implementation sign-off

This section will mostly contain of certain pages or forms which need to be filled up at
the appropriate places by the client / LAKSHYA representative and printed, signed,
sealed and send in scanned and hard copy to the CommTEL Support Desk at
LAKSHYA.

For all correspondence please use the following methods –

• To send all scanned copies of signed documents mail it to

team.commtel@lakshyasolutions.com
• To send all hard copies please use the following address –

LAKSHYA Solutions Limited

1st Floor, ABMGP Building, #73 – 74 Margosa Road,
17th Cross, Malleswaram,
Bangalore – 560055, Karnataka,
India

Contact number – Use the cell number of your Support

contact from LAKSHYA.

Note: All these forms / pages need to be printed on your company letter head.

The following are the contents of the sign-off documents –

• CommTEL implementation site address

• CommTEL Support escalation & contact details from LAKSHYA.
• CommTEL Administrator (SPOC) from client side & contact details
• Sign-off Certification

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CommTEL Platform Implementation Site Address

The CommTEL platform implementation will be done at the site mentioned below.

Client name: ______________________________________________________

(Registered name of the company)

Registered office / Head office address –

____________________________________,

____________________________________,

____________________________________,

City: ________________________________,

State:________________________________, Pin code: _________________

CommTEL implementation site address –

____________________________________,

____________________________________,

____________________________________,

City: ________________________________,

State:________________________________, Pin code: _________________

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CommTEL Platform Escalation & contact details

In order to avail of support from the CommTEL support desk and initiate the
correspondence with the Team CommTEL please refer to the contact details as
mentioned below. For a faster and smoother resolution of issues and services please
follow the escalation steps as detailed below.

1st point contact –

Name: Team CommTEL Support Desk

Email – team.commtel@lakshyasolutions.com

Cell number - +91.89714.90052

2nd point of contact – Support Engineer

Name: __________________________________

Email: __________________________________

Cell number: _____________________________

3rd point of contact – Product lead

Name: Suman Subudhi

Email: suman.subudhi@lakshyasolutions.com

Cell number: +91.95384.02628

4th point of contact – Account Manager (biz development team)

Name: __________________________________

Email: __________________________________

Cell number: _____________________________

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CommTEL Site Preparation & Sign-off Document 2.0

CommTEL Platform Administrator & client side SPOC

As mentioned above the client needs to identify a resource from its technical or IT team
who will be trained and accustomed to the CommTEL platform implementation at the
client side.

Also required will be the client side decision making authority who had initiated the whole
CommTEL implementation process at the client.

CommTEL Administrator –

Name: __________________________________

Email: __________________________________

Cell number: _____________________________

CommTEL SPOC from the client –

Name: __________________________________

Email: __________________________________

Cell number: _____________________________

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CommTEL Site Preparation & Sign-off Document 2.0

CommTEL Platform Implementation Sign-off Certificate

Date: ____/____/______________

To,
Team CommTEL
LAKSHYA Solutions Ltd,
Bangalore, India.

This is to certify my acceptance and acknowledgement of the fact that the CommTEL platform
implementation at the site specified by us has been successfully completed.

We do hereby accept that all the mentioned functionalities and capabilities of the CommTEL
platform, which had been discussed and scoped as part of the deliverables of CommTEL, have
been achieved to our satisfaction.

This document can be treated as an approval to clear any payments that might be pending to
LAKSHYA Solutions Ltd as part of this CommTEL implementation.

The date of this document can also be taken as the date of sign-off towards calculating warranty,
free service or AMC periods as agreed previously.

We hope to have a smooth operation with Team CommTEL.

For <client name>

__________________________
Name of the authorized signatory
Designation
Seal

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Your suggestions and feedback are most welcome and will be considered for the
continuous evolution and upgrade of AdminDesk.

Address – Online -

LAKSHYA Solutions Limited, www.lakshyasolutions.com

1st Floor, ABMGP Building, arindam.chakravorty@lakshyasolutions.com
#73 – 74 Margosa Road, 17th Cross,
Malleswaram, Bangalore – 560055.
India.

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