Technology in Use

ContactSMT capabilities can be gauged from the very fact that we have implemented world-class technological software & hardware solutions that not only smooth day-to-day functions but also increase productivity.

ContactSMT has excellent infrastructure facilities and dedicated lease (OFC/Satellite) circuits connecting it to the US PSTN. The hardware and the software in usage have been sourced from leading companies such as HP, Nuera, Cisco, AMD, 3COM, Amcat, Advantech- to name a few as described below.

IPLC

ContactSMT has dedicated Internet private lease circuit (IPLC) from tier one carrier connecting it to its collocation at US.

CISCO 1720 Router
The Cisco 1720 Modular Access Router delivers a flexible, integrated data access solution. With the Cisco 1720, customers can build an access solution that offers the flexibility and performance they need to maintain a competitive edge in today's Internet-driven economy. The Cisco 1720 access router offers the following features:

• One auto sensing 10/100 Fast Ethernet LAN port
  
• Two modular WAN interface card slots that support a wide array of WAN interfaces
  
• One auxiliary (AUX) port (up to 115.2 Kbps asynchronous serial)
  
• One console port
  
• RISC processor for high-performance encryption
  
• One internal expansion slot for VPN Hardware Encryption Module which provides wire speed VPN performance at T1/E1 speeds
  
• Broadband xDSL and cable connectivity

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VOFR/VOIP Gateway (ORCA GX-21)

ContactSMT is using Nuera's ORCA GX-Series high-density Voice-over-Internet Protocol (VoIP) / Voice over frame relay (VOFR) Gateway. ORCA provides highly efficient, low delay, reliable delivery of voice, fax, data, and voice-band services across a broad range of packet transmission networks.

Open, Reliable Communications Architecture:
The ORCA product family is Nuera's new breed of carrier-class IP telephony solutions. ORCA brings Nuera's call and voice processing expertise to a new level of capacity and availability, paving the way for the global IP telephony network.

Capacity:
The ORCA GX-21 supports up to 68 T1 or E1 interfaces and supports STS-1, DS3 and OC3 interfaces. The GX-8 supports up to 16 T1 or E1 interfaces.

Voice and Call Processing:
The GX-Series gateways support a wide variety of standards-based vocoders including G.729, G.723.1, G.711, GSM and others. Dynamic jitter buffers, adaptive echo cancellation, silence suppression, lost packet recovery and DiffServ packet priority features enable the gateway to provide the highest quality service under the most demanding network conditions.

Interoperability:
The GX-Series gateways are compliant with the latest IETF standards for VoIP interoperability. They support MGCP for call control and inter-working with the soft switch, and are interoperable with SIP-based systems such as SIP proxies and enhanced services platforms.

Reliability:
The GX-Series gateways are built for carrier central office applications. They are NEBS-3 (zone 4) compliant and all common logic, power supplies and fans are redundant and hot swappable.

Management:
The NueraView element management system provides a point-and-click graphical user interface integrated with HP OpenView. NueraView supports the GX-Series gateways and all of the ORCA family products.

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ORCA GX-21 & GX-8 Specifications

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AMCAT CRM Software

AMCAT Xcelerator Predictive Dialing, CRM Software is a Windows NT based Technology solution, designed to eliminate unproductive time. It Automats the Call center with Computer Telephony Interface (CTI). The silent features of AMCAT are:

• Web -Enabled Agent
  
• Inbound Call routing with Screen Pop up
  
• Scalable from 4 to 480 seats
  
• Open Architecture
  
• Supports RDBMS MS Access & MS SQL
  
• IVR (interactive voice response) & ACD (automated call distribution) facility
  
• Digitized recording
  
• Time Zone Sensitive dialing
  
• Exclusive Appointment Scheduling Calendar
  
• Voice Broadcast Messaging
  
• Unlimited Flexible Scripting
  
• Run Multiple Campaign Simultaneously
  
• Managed callbacks by agents or stations
  
• Fully customized data field
  
• Comprehensive reporting
  
• Compliance with no call law
  
• Exclusive voice &data transfer / or Conferencing
  
• Offsite Third Party Remote Verification
  
• Silent monitoring

Entrasay Matrix E5 Switch

Enterasys E5 managed Switch is designed for high bandwidth requirements. It is a high-performance switching system developed specifically for the enterprise-wiring closet.
The flexible Matrix E5 can be configured as Layer 2 switch or, with the optional Advanced Router Module (ARM) installed, the E5 can provide wire-speed Layer 3/4 switching and routing to support more business-critical applications. In either case, the Matrix E5 delivers the fault-tolerant features enterprise network managers demand including a distributed switching architecture that eliminates any single point of failure. Hot swappable fan tray and load-sharing power supplies also help ensure maximum network uptime.
Supporting all important switching, routing and network management industry standards, the Matrix E5 is easily configured and managed remotely using Enterasys' NetSight™ Management solutions as well as any web browser.

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Advantech Servers

Advantach Industrial Server with following configurations is being used for running dialer software as well as data storage.

• Pentium - 4 Processor, 2.4 GHz
  
• 1 GB RAM
  
• SCSCI hard Disks
  
• RAID 5 Implementation
  
• Redundant Power Supply, Redundant fans
  
• 100 Base T fast Ethernet Adopter
  
• Intel Dialogic D/480 cards
  
• Intel MSI /240 Cards

Work Stations & PC's

HP/Compaq PCs with following configuration are being used for workstations.

• Intel Pentium - 4 processor 1.7 GHz
  
• 512 MB RAM, 30 GB HDD,
  
• 100 baseT fast Ethernet adopter.

Head Sets

ContactSMT is using State of art Headset with advanced features such as noise cancellation with telephone dialer in order to have clear voice conversation.

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Viking Monitoring units

Silent Monitoring Unit SO24-A

VIKING SO24-A is being used for silent monitoring of phone conversations. It allows a supervisor / manager to silently monitor phone conversations, on 24-240 analog extensions or telephone lines. In addition, the conversation may be joined at any time by dialing a *. When paired with a remote control tape recorder, the SO-24 may also silently tape a specified conversation.

The Viking SO-24 is also used by supervisor to train, motivate, assist sales personnel, customer service staff or telemarketing representatives without disrupting the activity at their work station

Remote Access Device RAD AMP

Viking's RAD-AMP is being used to remotely monitor the voice conversation. The remote access device can be configured as a line extender, a call diverter, or as an international call back device. As a line extender, the RAD-AMP gives authorized users remote access to PABX, Centrex, or electronic key system features. In this mode the RAD-AMP provides two levels of security to prevent abuse.
When configured as a call diverter, the RAD-AMP can provide uninterrupted call bridging between two lines. Upon detecting and inbound call, the RAD-AMP will dial a pre-programmed number on a second line and then bridge the two lines together for a nearly transparent transfer.

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