IBM Global Services Call Center Recovery Call Center Recovery Services, from the business recovery services unit of IBM Global Services, can keep you in touch with your customers, even during a disaster event. Call Center Recovery Services solution components can be used independently or combined to form a rich recovery solution. The offering includes: Interim Call Handling - IBM's trained, experienced agents will answer your customer calls. Customer Service, HelpDesk or any function within your business that requires talking to your customers can be handled in a manner that is transparent to them. We'll even take orders for you and route them to your fulfillment or shipping locations. Interim Call Handling can be used alone or in combination with any of the other Call Center Recovery offering components. For example, you might use this service while your agents are relocating to an alternate recovery site, until a Mobile Recovery Center (MRC) arrives, until equipment is drop shipped and installed at your designated location, or you may elect to utilize the IBM provided agents for the duration of the disaster event. Route Protect - Automatic Call Distribution (ACD) agent routing tables are built in advance of an incident and stored so that if you experience a disaster, your call routing patterns are ready and waiting for your agents to arrive at their alternate work site(s). This capability greatly reduces your recovery time and effort. Routing tables can be designed to replicate your normal production work environment. You can also work with our experienced route design specialists to utilize "disaster only" patterns to maximize the skills of those employees who are able to return to work at an IBM Workplace Recovery site, IBM MRC, or a local alternate site. Call Center Recovery - ACD - IBM Workplace Recovery Centers utilize a Distributed Call Center ACD technology which provides hardware independent state-of-the-art call routing and handling capability to agents and agent groups recovering in those sites. This client server based ACD manages calls, agents and voice processing equipment through the public telephone network utilizing standard ISDN interfaces. This eliminates the on-site PBX in the recovery location as a potential single point-of-failure. This distributed call center consists of the following components: PhoneServer - where ACD routing tables are stored, keeps track of the state of every call, agent and other resource of the system. The PhoneServer also distributes call and status information to other system components as necessary. Voice Services Module (VSM) - performs all standard voice response activities for the system, including messages on hold (queuing messages) and call prompts. Call prompting can include Auto Attendant functions like "Press 1 for sales; Press 2 for billing..." or requests for customer entered information such as account or social security number. This information can then be passed to the next available agent slightly ahead of the incoming call to facilitate securing customer account records or other information. Supervisor PC - provides graphical real-time displays of agent and system status. ACD Agent Set - a full-featured ISDN telephone designed for demanding high volume environments. It includes standard ACD function keys for logon, consult and agent ready. The ISDN technology which supports the agent set, allows for three line appearances as a standard at each agent set. Call Center Recovery - Mobile ACD - this Mobile Recovery Center (MRC) is completely equipped with workstations and telephones, as well as preloaded software which provides Automatic Call Distribution capability, ready for use at your recovery location within 48 hours after a disaster is declared. In a disaster you can recover your call center and access to your customers without relocating your employees. Each MRC can accommodate up to 33 of your ACD agents and the MRCs can be linked together to meet larger workplace recovery requirements. ACD agents in the MRCs can be linked to agents recovering in other locations, increasing your recovery strategy options.