C

C
OMMUNICATIONS
OMMUNICATIONS
AND
AND
IT
IT
INFRASTRUCTURE
INFRASTRUCTURE
Telecom Infrastructure Review
Telecom Infrastructure Review
Internet Connectivity Architecture
Internet Connectivity Architecture
Internet
8 Mb
(uncontended)
4 Mb
CISCO 7206 VXR
Daksh Bode
Route (!"th B#$)
%"&h a'a"(ab"("t)
*"e!a(( c(uste
Daksh
Network
Sate("te
#ate!a)
De(h"
S"n&a+oe
O,C
8 Mb
CISCO
4000VS-.
$O$ Route
8 Mb
8 Mb O,C
VS-. Ban&(a
Sah"b
8 Mb O,C
(uncontended)
VS-. Mu/ba"
#ate!a)
Route
De(h" 0 Mu/ba"
Intec"t) O,C ."nk
O,C
16 MB of Internet bandwidth through terrestrial and
satellite routes; extensive experience in
implementing !D"# encr$pted solutions for
securit$
Diversity O!tical Fi"er Connectivity
India
%#&
1V121 #3R
$BX
&gent #tations
'(all Master)
(I#(* I+, -./
(I#(* I+, -./
Data
VS-.
De(h"
VS-.
Mu/ba"
1454 $O$
O,C
O,C
&lternative 0oute 'end to end fiber)
1&N
*2(
. Mbps
PBX
G3R
3#4N
MCI $O$
1&N
O,C
6 Mbps
0adio
.x"15 #4M!1
3#4N
3B,
"16s
India
+urgaon
4&4 ! *2(
%#&
Intelsat
62
CISCO, IGX 8430
CISCO, IGX 8430
6 Mbps
B4 6ath stat"on
%7
4&4 ! *2(
MCI 6ath stat"on
PBX
G3R
3#4N
1&N
1&N
Diversity I#S F$ Earthstation Connectivity
3B,
8 "1
India
9#N1 :ub
New Delhi
&gent #tations
%#&
#hared
#atellite
B4 6ath stat"on
4&4 ! *2(
PBX
G3R
3#4N
1&N
1&N
Intelsat
6. Degree
CISCO, IGX 8430
CISCO, IGX 8430
4 Mbps
Diversity Share% Satellite Connectivity
Call Center Technolo&y
Call Center Technolo&y
'oice Networ( Architecture
'oice Networ( Architecture
3#4N Network
# 4 0 & 4 & ( * M
4 % 6 , 1 S 4 $ 1 C 7 6 4 C O M $ 1 - 2
&9&;& Definit$
+0 &(D
*2( ' , 8MB)
#atellite ' , 8MB)
4oll 2ree
Numbers
1ocal &ccess 41s
I+, -./
I+, -./
Daksh 3*3 at
1ee<s #ummit
Data center
INDI& "ND
41
9oice 1ogger
(omverse
0
# 4 0 & 4 & ( * M
4 % 6 , 1 S 4 $ 1 C 7 6 4 C O M $ 1 - 2
(all Master .
# 4 0 & 4 & ( * M
4 % 6 , 1 S 4 $ 1 C 7 6 4 C O M $ 1 - 2
Daksh 3*3 on "ast
(oast
I+, -./
%# 1ocal 41 (ircuits
(onnecting two 3*3s
O,C
Sate(("te
1ocal &ccess 41s
(unde "/+(e/entat"on)
INTUIT Networ( Architecture INTUIT Networ( Architecture
PSTN
Intuit=India 9oI3
I$ 4unk
cad
C.1-
cad
800 0 I$ $hones
India 1ocation
4ucson 1ocation
C"sco 3660
4uscon 91-
VOI$0 cR4$
%SR$ +"/a)
C"sco 3640
Ind"a 91-
VOI$ 0 cR4$
%SR$ +"/a)
$"/a) 68 *o VOI$
ta**"c on()
(a>un 3o"
#witch
Redudant and
o'e*(o! oute
%SR$ standb)
Redundant and
o'e*(o! oute
%SR$ standb)
Seconda) 68 *o
VOI$
and ca(( o'e*(o!
$"/a) 68 *o S"ebe(:
C4I and cock+"t
;OS *o VOI$ ta**"c
us"n& CB9,; and
+"o"t) <ue"n&
Internet
Intenet oute
*o V$- ta**"c
$"/a) ("nk *o chat:
e/a"(= Backu+ ("nk
*o S"ebe(: C4I:
and cock+"t ta**"c
14M oute to SD
San Diego
data center
V$- Ind"a to Intu"t SDDC
4/b 14M $VC DS3
+ot
(a>un 3o"
#witch
Tucson LAN
$"> *"e!a((
"n 4ucson
1'a)a 1C$ $BX
Ca(( /ana&e and
VOI$ &ate!a) *unct"ona("t)
Codec encod"n& #=788 0
#=72?
40se'e
*o C4I
a++s
Daksh LAN
S"ebe( c("ent
S"ebe( c("ent
S"ebe( c("ent
S"ebe(
4e/"na(
se'e
.1-
s!"tch
Internal Su!!ort )rocess
Internal Su!!ort )rocess
&gent
"xperiences
3roblem
Is problem
solved on
phone
41 checks
whether the
problem is with
single user or
multiple users
41 contacts :elp
Desk and
describes the
problem
:elp Desk tries to
solve the problem
on phone
:D" closes the call and
logs in database?:D"
notifies 41
;es
:D(( issues a
ticket and
assigns a
severit$ level to
it
4#" attends to
resolve the issue
within #1&
guidelines
(all closed
No
No
+lossar$
:D(( ! :elp Desk call (oordinator
4#" ! 4ecnical #upport "xecutive
#& ! #$stem &dministrator
((:D ! (ontact (entre :elp Desk
41 ! 4eam 1eader
:D" ! :elp Desk "xecutive
;es
(ustomer!end
problem
1ocal problem
4#" collects all the
pre !re@uisite
information and
escalates the issue
to ((:D
Is issue related
to 1&N or A&N
4#" follows up with
((:D till the issue
is resolved
4#" escalates
issue to 1&N
specialist
Issue
resolved
4#"
escalates
issue to
A&N
specialist
Issue
resolved
1&N specialist follows up
with the vendor5#ite
Manager and :ead ! I4 till
the issue is resolved
A&N specialist
escalates the call to
relevent vendor
A&N specialist follows
up with the vendor5#ite
Manager and :ead ! I4 till
the issue is resolved
1&N specialist
escalates the
call to relevent
vendor
1&N
A&N
;es
;es
No
No
4#" identifies
whether the problem
is at customer end or
local
Issue
resolved
#ite Manager
escalates the
call to :ead !
I4
No
1&N specialist
escalates the call
to #ite Manager
Issue
resolved
#ite
Manager
escalates
the call to
:ead ! I4
No A&N specialist
escalates the
call to #ite
Manager
(all
(losed
(all
(losed
;es
;es
IT Helpdesk Contacts
24x7x365 Days Contact Extn : 3111/3113
E-Mal Contact : t!elpdesk"daks!#co$
Thank You
Thank You