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Overview:

Omron Field Engineering wanted to roll out IP telephony and set up backup system at call centers in Tokyo and Osaka, to reinforce the disaster proof measures of those call centers, which receive calls for the maintenance and repair of mission critical financial and automated train station systems. Omron installed Avaya Server (which includes the advanced voice features of Avaya Communication Manager), Avaya Media Gateway, and ESS at both Tokyo and Osaka call centers. If either one shuts down, the other can take over for continuity of operations. Installing IP telephony in company offices as well as call centers makes office layouts and expansions more flexible. Installing a CMS in parallel makes for precise skill-based call routing, supports monitoring, and improves call-handling in general.

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Format:PDF
Date:Aug 2007

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