Magrudy - Implementing call center application on a VM server

Posted by Janet Dsouza

Avaya IP Office solutions was proposed for Call Center implementation at the Magrudys Head office, the challenge was to switch over to the new PABX without having a downtime and call center was to be setup in two days time which was extremely challenging. The team took this challenge and successfully implemented 5 seater call center services on a VM machine, configuring VLANs on the existing Network switches to assign bandwidth for voice and data and improve the cal center performance. The second phase of setup included the switch over of existing traditional telephony to Avaya IP telephony for the office users without disrupting any calls landing at the head office. The third phase was to get the branches connected via VPN to assign a telephone at every branch (Abudhabi, Al Ain, branches in dubai-Jumeirah, Al Quoz etc). The system is functioning optimally with the need for expansion sooner.