Contra Costa County Base ACD Solution

Contra Costa County requested a solution to enhance call center agent functionality and reduce administrative and employee costs for routine information handling over the phone. Having made a substantial investment in existing infrastructure, the County wished to leverage the equipment currently installed and supplement it’s functionality with the addition of enhanced application platforms specifically focused around Messaging, Interactive Voice Response (IVR), and Automatic Call Distribution.

Unified TelData, Inc., in cooperation with Avaya deployed a duplicated Media Server complex to serve as the point of entry for all calls pointing to the County’s telecommunications network that require call center agent handling, call recording, Multi-Media messaging, or IVR support. This solution brought to bear the best of both worlds approach by delivering the latest in high end call routing solutions from the leader in the world-wide call center arena, whilst using the existing terminal devices currently installed at the agents desktop. This solution offered the highest level of reliability available in the market today (99.999%) and positions the County for an immediate return on investment as well as an overall potential to lower the total cost of ownership in the telecommunications department.

Key applications such as IVR helped to off-set the requirement for high staffing levels currently handling repetitive inquiry type requests from callers that can be handled by a simple database lookup or pre-defined response based on a menu of choices offered to callers. While some of the most advanced call routing capabilities were being employed in this design, the overall result affected greater agent productivity, manageable report effectiveness in agent efficiency and staffing levels, reporting of call activity, unified messaging for single message access regardless of media type (voice or data), and conference calling requirements at a fixed budgeted cost without incurring increasing service provider fees for service.

While providing a comprehensive solution that meets all of Contra Costa County’s primary objectives, this solution is actually quite simple in it’s design and offered a unique solution that only UTDI with it’s partners can deliver. The overall key to this proven concept is defined by the dual-connect capability of the IP Agent software application for call routing. With this capability, agents familiar with their current phones will continue to use those devices to conduct calls on, while achieving maximum feature access and functionality through the use of the IP Agent softphone on their PC. Agents will easily be able to see when messages have been left, calls are in queue and agents and service levels are being met.

By deploying this design, CCC affords the ability to get the maximum retention of current investments without any requirement to either replace or upgrade network infrastructure to support this deployment. This can be perceived as a turn-key solution where typology and operational policies are left virtually the same minimizing overall end user disruption and training requirements. Additionally, this solution opened the door for a seamless and cost effective migration strategy for future technology requirements throughout the enterprise network. Today the key departments can easily be served, and the entire county can eventually be maintained by the same core solution by simply expanding the licensed capacity of the system and applying any appropriate endpoints where required over time.

Included in the scope of work will be the installation and implementation of the following:

	S8710 Duplicated Servers for High Reliability Configuration 2 x G650 Media Gateways with duplicated power supplies Duplicated common control and network cards 2 x Avaya 363C Network switches 3 PRI T1 with CSU’s for PSTN traffic 3 E1/T1 Tie Trunks with CSU’s 2 Line side T1’s for Modular Messaging and IVR connectivity 1 Additional T1 for future growth (line side or PSTN) 24 Port Analog Station card (5 modem ports to applications for remote maintenance) IP Media Resource circuit packs 100 Station RTU (needed for line side integration and agents -Increments of 1)
	40 Agent RTU for Elite Call Center Application (Increments of 10) 35 IP Agents RTU (Increments of 1) Announcement board with 1 hour of announcement recording
	40 Agent Call Management Recording Application on Sun Blade Server (Increments of 10) Mirrored Hard Drives 15 Supervisor Licenses (Increments of 1) Historical Call Reporting for Workforce Management information feed
	14 Port IR Server on Sun 240 Platform (Increments of 1) Mirrored Hard Drives Dual T1 Board Oracle database software license T1 Integration to expand to 48 ports with RTU activation only Tax Collector and Elections applications on separate scope of work
	24 Port Modular Messaging Mirrored Hard Drives 20 RTU (Increments of 1) Exchange Integration
	2 Chatsworth 4 Post Cabinets including PDU’s Keyboard and Shelf Seismic bracing / ladder racks KVM and 15” LCD Flat Screen Dell Server for TFTP and Administration
	Installation / Project Management / End User Training / Admin Training