IVR FACILITY

The hosted facility for our Interactive Voice Response system is made up of a bank of T1 circuits connected to a group of IVR servers. Utilizing a modular design allows us to expand our capacity any time we add a new customer or expect an increase in call volume.

We have skilled technicians monitoring our hardware, network and server environment at all times. Because we insist on 24/7 network monitoring and redundant high-speed internet connections, we can assure complete reliability to our customers. Our servers are located on the telecommunications SONET fiber ring, whichis invaluable because it gives us redundant access to the telephony environment.

Should the unlikely event of a telecom failure occur, the T1 circuits could be easily re-routed with nominal interruption of service. Our facility is outfitted with dual power supplies and uses Raid hard drive configurations. Ifone server was to fail, a backup server would be immediately available to receive calls until the failed server was repaired. If normal electrical power was to be interrupted, the hosted facility would use a combination of diesel generator power and UPS battery backup.

Constructed of a bank of PRI circuits and IVR servers, our hosted facility is currently able to handle upwards of 200,000 calls per day and expansion is limitless, so system capacity is not an issue.


The e-Complish server also offers:

  • Environmentally controlled server room
  • Prompt usage reports
  • Scalable rack space
  • 24/7 technical support
  • Direct, redundant connections to the Internet through varied providers and paths
  • Secure, alarmed facility
  • Biometric restricted and two factor authenticated access to data center

For an added layer of security, we have access to a redundant IVR facility, which is designed to deliver the same services as the main facility. Should our primary facility fail entirely, all calls would be passed to this backup location.


WEB APPLICATION FACILITY

The e-Complish Web Applications facility is outfitted with all the features of our IVR facility. Additionally, it runs on San Diego’s military power grid, giving us constant access to power – even if power were to go out across the entire city. Additional protection from power grid disturbances is offered by 150kVA Uninterruptible Power Supply (UPS) systems, which allow us plenty of time to switch operations to our diesel generator if utility power should fail.

More than 50 certified engineers at the Network Operations Center (NOC) are on hand at all times to ensure that systems inside the data center are constantly being monitored. These skilled engineers keep our systems running smoothly with ongoing networking and security. With four enormous screens (8×6 feet) ticking off the real-time status of servers and network, the NOC looksalmost likea NASA command center. This top-of-the-line monitoring system makes it possible for our staff to immediately jump into action and provide critical information to our customers.

e-Complish’s Multi-Honed Backbone Connection Facility was designed to provide our clients the highest levels of connectivity at all times. Access to a diversity of backbone providers, includingAT&T, Time Warner, Level 3, MCI, XO Communications, SBC, Williams, and ICG, allows our facility to provide multi-homed bandwidth for uninterrupted connectivity.


SYSTEM UPTIME

TELECOM

DNIS

At e-Complish, we utilize the Dialed Number Identification Service (DNIS) to activate the proper application for each caller so thatour customers don’t have to define a limited number of lines for each phone number. Rather,you will have access to all of our available capacity at all times. We closely monitor incoming traffic and add capacity whenever we reacha load of 80% to guarantee that our customers do not receive busy signals.

Circuitry

In the event that we have an issue with a particular T1 circuit, our specialized environment is designed so that we can take the circuit out of service until it is repaired. During repairs, we make use of our bank of spare T1’s to handle incoming traffic, minimizing the effect this might have had our customers.


DATA

Database Redundancy

e-Complish employs database redundancy and replication to keep safely store data and to provide a backup server in the event of a database issue.

Data Retention

We have algorithms in place for data storage and retention that allow us to continually archive or remove data based on our customers’needs.


SERVER ARCHITECTURE

E-Complish’s server architecture is designed for rapid, efficient error resolution.
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Alarm Notification

e-Complish offers two packages for monitoring call errors. The first option monitors every call that comes into our hosted environment. If calls are not received for a pre-determined period of time, our 24/7 support center staff will be notified immediately and dispatched to investigate and correct the issue. The second option is a software program designed to monitor error logs on the hosted servers. If an error occurs, our support center will be notified and the issue will be addressed immediately.


Data Probe

e-Complish has developed a Data Probe server, allowing us to automatically reroute calls from primary servers to Backup Redundant Servers should there be a database error. If a server failure were to occur, this proprietary process would helpus to greatly reduce downtime.


Power

Our hosted facilities use a power configuration with multiple phases of power from multiple UPS’s. This allows us to get power via a second UPS should an issue arise with one of the facility UPS’s. Diesel Generators are also present at all facilities, and will supply power in the event that power is lost. These generators can run indefinitely.


Load Balancing

The e-Complish Load Balancer works as a proxy device between multiple servers. Prior to the traffic reaching the server,the Load Balancer receives information from the internet, evaluates it, figures out the service’s scheduling method, and then determines where to send the request. The information is evenly distributed across all of our servers, whichhelps to prevent server load failures, offerscontinual resource availability, and maximizesthe system’s performance as a whole.