Technology

The current seat capacity is 65 networked seats with voice recording and headsets.  As a standard all calls are recorded and call recordings are made available to clients on request.

Telephony

• OC2 makes use of two switchboards:  An Asterisk switchboard as well as an LG-186 switchboard. 

• The Asterisk switchboard provides an auto attendant, call routing, music on hold, voicemail facility, call recording and telephone management statistics to the inbound service, as well as providing outbound capacity.  An inbound queue monitoring application (QueueMetrics) is used in conjunction with Asterisk.

• The LG switchboard services most of the outbound campaigns and acts as backup to Asterisk.  Calls through the LG switchboard are recorded to a central server, as well as to the agent workstations, providing immediate back-up.

Data and Network

• Database systems are custom developed in accordance with clients' requirements.  Dedicated SQL database servers are utilised to store the data.

• WAN connections to client sites are used when required, enabling us to connect to clients' systems, and allowing clients to have a real-time view of the inbound queue metrics.

Data Security

• Servers are backed up every evening and backups stored offsite.

• Access control and logical security are enforced.

• Internet access is protected by means of Internet security software providing real-time firewall and virus scanning.

Business continuity, disaster recovery and data security are critical aspects of OC2's technology plan.