Basic Product Installation To assist customers with the initial set-up of LAN/WAN products, Otscom offers Basic Product Installation services for all Cisco, Mitel, Nortel, Cabletron, IBM, NEC, Dell and many other products throughout the U.S. and Canada.
Basic installation services are available 8x5, Monday through Friday in all serviceable areas. Service outside of those hours is available at an additional fee.
Prior to the arrival of the Otscom field engineer for basic product installation, the customer will be responsible for ordering, installing and provisioning power and phone lines. Additionally, the customer will need to supply SPIDs, phone numbers, IP addresses and any information required for correct and complete installation.
Through our Basic Installation Services, Otscom will provide services in the following three areas
Setup
- Unpack Equipment
- Conduct Physical Inspection
- Physically Place Product
- Plug-In Modular System Components
- Connect Cables, Including Phone Line(S)
Configuration
- Power-Up Product
- Load Licensing Software, If Required
- Configure Hardware, As Required
- Configure Software For Network Recognition
- Configure Software For Customer Application
Verification
- Run Diagnostics, When Applicable
- Verify Phone Line
- Verify Correct Product Operation
The following additional installation services are available on a time and materials basis:
- Install CSUs/DSUs, NIC Cards, Hubs, Etc.
- Install Network Management Software
Assistance on ISDN line problems after the initial 30 days is available at a per incident rate.Turn-Key Product Installation. For those customers seeking end-to-end installation of their products, Otscom offers Turn-Key Product Installation. In addition to handling the basic installation, Turn-Key Product Installation services provide complete handling of all ISDN requirements, including installation scheduling, line provisioning and coordination of all installation activities. The service is available only for authorized products in the U.S and Canada.
Turn-Key Product Installation services are available 8x5, Monday through Friday in all serviceable areas. Service outside of those hours is available at an additional fee.
Through the Turn-Key Product Installation services, Otscom provides assistance in the following three areas:
Otscom Installation Project Management
- Provide Single-Point-Of-Contact, 800# For All Installation Activities
- Coordinate All Line And Equipment Installation Requests, As Well As Track And Report Status
- Log And Track All Installation Activity From Receipt Of Request Through Completion
- Provide Periodic Installation Activity Status
Otscom Line Order Management
- Provide Engineering Loop Qualification (To The Jack) At The Installation Address
- Notify End User Of Loop Installation Fees And Monthly Rate Information As Provided By The Telco
- Place ISDN Order With Telco (Properly Provisioned)
- Schedule Installation With Telco
- Coordinate Installation Of ISDN Loop And Installation Or Associated ISDN Product
- Notify End User And Customer Project Manager Of Installation Dates And Times
- Provide All Required Documentation To ISDN Product Installers
- Provide 30-Day ISDN Hotline For Assistance With Any Installation-Related Provisioning Issues That Arise
Otscom Product Installation
- Unpack The ISDN Product
- Assemble And Connect All Power Cords And Associated Cabling
- Configure ISDN Product According To User-Provided Specifications
- Test ISDN Product And ISDN Service To Confirm Operating ISDN Lines
- Troubleshoot ISDN Line And Coordinate Vendors To Resolution
The following additional installation services are available on a time and materials basis:
- Install PC Network Hardware And Components
- Install NIC (Network Interface Cards) And/Or Hubs
- Load And Configure PC Software Drivers, Stacks And Applications
- Test PC Functionality
Otscom uses Cat 5 (UTP 6) 4-pair cabling, separate for voice and data, we will provision sufficient cabling to accommodate growth. All cabling will be tested and certified to our maintenance and management standards, including proper cable design. Following are the main areas considered in our present design:
Numerous hardware and components must be properly integrated to provide the full functionality required for a call center. Our technical consulting staff will work with the customer team to ensure applications are up and running on the various desktop and servers, as and when required.
As the environment is critical to the housing of many of the hardware components our technical consulting team will provide the appropriate specifications for a facility (room) to install this equipment. On a going-forward basis, this will provide additional security knowing the equipment will not fail due to overheating or improper electrical supply.
Changing technologies often require major capital investment on our customer’s part for those who choose to purchase and manage their equipment themselves. We are giving our customers the opportunity to use state-of-the-art technology without the major capital investment. Our solution will provide the customer call center with the required software and hardware components to start up and grow their business into the future.
Otscom provides complete LAN/WAN solutions and support services. Our network engineers have the requisite certifications, years of experience and are trained in the latest hardware and software tools to ensure they are most current and effective in delivering on the day-to-day projects.
Our Expertise
Analysis and Design
- Design Structured Cabling Systems
- RFP Evaluations
- Inspection Of Communication Systems
Implementation and Administration
- Backbone Cabling ( Cat 3, Cat 5 Fibre)
- Horizontal Cabling ( Cat 3, Cat 5, Cat 5E, Level 6, Level 7 Fibre)
Maintenance and Support
- 24 Hours A Day, 7 Days A Week
System Migration and Software License Management
Help Desk Support
- 24 Hours A Day, 7 Days A Week
Disaster Planning, Backup, and Recovery
24x7x365 Operations Support
Troubleshooting
- Penta-Scanner
- Omni Scanner
- Optical Link Loss (Fibre)
- OTDR (Fibre)
User-Support and Training
Network Security Planning and Implementation
The purchasing power of The Otscom Call Center Franchise allows us to provide aggressive discounts on equipment and telecommunication purchases for our customers. Our multiple warehouses and staging facilities assist in the delivery of our solution to any desired location in Canada and around the world.
Otscom is a true total solution provider for your call center needs, if we don’t have it, we will bring an appropriate world-class partner with the appropriate price and service to the project.
Following is a partial list of Products that can be procured through Otscom:
- Cabling And Wiring Equipment
- Computers And Servers
- Sun MicroSystems
- LAN / WAN Equipment
- PBX And Telephone Equipment
- Fire-Walls And WEB Access And Hosting Equipment
- Interactive Voice Response (IVR) Equipment
- Computer Telephony Integration (CTI) Equipment
- Backup And Storage Devices
- CSU / DSU / NT1’S / TA’s
- Power Backup And UPS Equipment
- Office And Call Center Furniture
- Software Packages And Custom Software Development
- WEB And Database Development
- Call Center Training Material And Courses
Otscom provides three levels of hardware maintenance and support services to customers: Bronze Service, Silver Service, and Gold Service.
All three Hardware Support services include the following basic services:Definition of On-Site Maintenance and Support Services:
Bronze Service-8X5, M-F.
The Bronze Service program expands upon the basic Help Desk Service and includes the shipment of replacement parts and products. Customers first contact Otscom via the toll-free number where our specially trained Network Engineers will attempt to isolate problems and resolve them over the phone on an 8X5, M-F basis. If replacement equipment or parts are necessary (at Otscom's discretion), Otscom will provide overnight shipment of the part/equipment if the customer contacts Otscom before 2:00 PM EST. Otherwise, next-day shipping will be provided.
Silver Service - 8X5, M-F, response time 6 hours (On-Site Same Day Maintenance)
Customers first contact Otscom via the toll-free number where our specially trained Network Engineers will attempt to isolate problems and resolve them over the phone on a 7x24 basis. If on-site support is required, a Customer Service Engineer (CSE) will be dispatched and arrive within four working hours of the dispatch. On-site dispatch of CSEs will be provided 24 hours per day, Monday through Sunday through the 24x7 Maintenance Plan. (Applies to customers within an 80 KM radius of the nearest Otscom service office.) Remedial maintenance services include equipment adjustments and replacement of parts, when necessary.
Gold Service - 7X24X365, response time 4 hours. (On-Site 24x7 Maintenance)
Customers first contact Otscom via the toll-free number where our specially trained Network Engineers will attempt to isolate problems and resolve them over the phone on a 7x24 basis. If on-site support is required, a Customer Service Engineer (CSE) will be dispatched and arrive within four working hours of the dispatch. On-site dispatch of CSEs will be provided 24 hours per day, Monday through Sunday through the 24x7 Maintenance Plan. (Applies to customers within an 80 KM radius of the nearest Otscom service office.) Remedial maintenance services include equipment adjustments and replacement of parts, when necessary.
Managing a complex network is more than just managing cables and computers. It requires experienced people, sophisticated technology, and sound management principles to ensure that your network investment does, in fact, provide shareholder value and that it enables the achievement of business objectives. We at Otscom take pride in utilizing all this expertise for your convenience, enhanced security and smooth business operations.
In order to meet the challenges and rapid response requirements, we have established a worldwide network of professionals with expertise in all aspects of network operations. Not many providers have the global presence and infrastructure to offer consistent support in as many points of presence around the world. Independent of your business location, Otscom has the ability to deliver design, implementation and the management of network architectures seamlessly, 7 days a week & 24 hours a day.
Our service capabilities include network monitoring, event detection, and isolation, notification of faults and probable cause, status and management reporting on a monthly basis, event management, management of moves, adds and changes, address management, configuration management, management of customer performance objectives and traffic measurement and analysis.
Description of Services:Otscom Fault Management
Otscom provides 7 x 24 monitoring of servers, local area network segments, wide area network links and network infrastructure devices. This service is delivered via a robust set of network engineers, processes, tools and utilities, used to manage networks for out-of-tolerance activity and other events, which could potentially cause outages.
Fault Management detects, isolates and communicates errant network behavior and reports related information to the customer:
- Proactive Monitoring Of The Network
- Reacting To And Analyzing Fault Conditions, Initiating Corrective Response And Managing Faults To Problem Resolution, Including Repair Dispatch, And Vendor Coordination
- Setting Predetermined Thresholds And Alarm Rates To Identify Unacceptable Network Conditions, Including The Triggering And Issuing Of Alarms When Faults Occur Or Thresholds Are Reached
- Ticket System Management, Problem Escalation And Reporting
Otscom Performance Management
Performance Management involves the tracking and selective metering of a device or network’s performance in order to measure its ability to handle the workload placed upon it. It also includes the planning of future upgrades, which may be necessary to address any performance or capacity concerns detected. Services include:
- Establishing Performance Baseline
- Providing Root Cause Analysis Of Performance Degradation
- Monitoring Routers And Servers To Measure Disk Utilization, Processing
- Configuration
- Tracking Performance & Workload Against Baseline
- Identifying The Need For Increased Capacity And Recommending The Correct Course Of Action
Otscom Configuration Management
The goal of configuration management is to keep the network, servers, system components and user profiles current and documented and to help our customers manage their networks over time. This includes having an inventory of network devices and their location, network address, network ID and contact information. As networks and configurations change, these services maintain up-to-date information regarding the location and specifications of each network device, along with the overall network topology.
The areas of configuration management can be further broken down into the following components:
- Change Management
- Device Management
- Configuration Modification
Otscom Security Management
These services help customers secure the network against unwanted users to ensure the integrity of confidential information or the ongoing availability of the network. Security management services monitor network usage to identify and repel unauthorized users and alert network administrators to any threats to the network operation, whether those users initiate access from inside or outside the company. In addition, automated tools perform periodic virus scans of system resources.
Otscom Accounting Management
Accounting Management tracks usage of network and system resources by users by identifying costs and chargeback policies, validating processing of bills from third-party vendors, issuing customer bills and creating/maintaining an asset management database to support the company’s accounting process.
Otscom Management Reports
Monthly customized reports based on data collected from surveillance to meet customer requirements. Report distribution via printed form, electronic form or Internet.
- Address Tracking
- System Availability
- Capacity Utilisation
- Performance Utilisation
- Mean-Time-Between-Failures (MTBF)
- Mean-Time-To-Repair
Technical Help Desk
End-user Help Desk
Technical Help Desk
Otscom’s Technical Help Desk offers customers the following services:
- 24x7 Technical Phone Support Through A Toll-Free Number.
- Routing To Field Dispatch When On-Site Maintenance Is Required (For Customers With Service Contracts Or With A Request For Service On A Time And Material Basis)
- Customer Access To Extensive Information Via The World Wide Web:
Technical product information and FAQ’s
Non-billable software updates via the World Wide Web (what is considered non-billable software updates)
Maintenance releases
Software release notes
Customers access the Service Desk Support via a single toll-free call. In the event that a Service Desk Support representative is temporarily unavailable, Otscom will contact the customer within one hour of the initial phone call.
For customers who do not currently have a contract for the Technical Help Desk, but require assistance outside the scope of the basic warranty services, Otscom will provide the services on a time and materials basis.
Note: This service is not designed for customers who require parts support or on-site service.>
Technical Help Desk telephone support is as follows:
- Twelve (12) Hours (0800-2000), Five Days/Week
- Twenty-Four (24) Hours/Day, Seven (7) Days/Week
- Access To WEB Site.
For customers who do not currently have a contract for Service Desk Support, but require assistance outside the scope of the basic warranty services, Otscom will provide the services on a time and materials basis. Service Desk Support is available for all LAN/WAN products throughout the U.S. and Canada.
End-user Help Desk
Phone Support per user per year:
- 9 Am To 5 PM, Monday To Friday (Does Not Include Weekend & Holidays).
- This Is Remote Access Dial-In Help Desk Only And Is Defined By The Following Demarcation Points:
Remote Location: The PC must be powered on with the dial-up software running properly.
Central Location: Support will be provided up to the security server identification and authentication. PC must be powered on with the dial-up software running properly.
Phone Support per user per year:
- 7X24X365, Including Weekends And Holidays.
- This Is Remote Access Dial-In Help Desk Only And Is Defined By The Following Demarcation Points:
Remote Location: The PC must be powered on with the dial-up software running properly.
Central Location: Support will be provided up to the security server identification and authentication
Levels of Support are defined as follows:Level 1 Support - Provide phone support to end-users including trouble ticket opening, initial problem determination, and routing, if necessary and track requests to resolution.
Level 2 Support - Assist in problem resolution via phone support through utilizing problem history search, problem determination tools, problem resolution histories, configurations, manuals and other tools.
Level 3 Support - Provide detailed problem resolution with the assistance of the engineering support organization having expertise in the problem area including service planning, development, and product engineering. Depending on the Service purchased by the customer, the problem resolution will take place accordingly, i.e. by us or referred back to the Customer’s help desk or support service.
Ergonomics is the science of designing the workplace to fit the requirements of call center agents. It represents a tool whereby your call center can enhance the performance of agents by improving comfort, reducing the physical strain associated with their jobs and improving their efficiency. The Otscom Call Center Professional Services Ergonomic Program, developed by our Alliance group, exclusively for use in the call center work environment is designed to accomplish this in a logical and cost-effective manner. Otscom will help customers create an ergonomically correct work environment, a workforce properly trained in the principles of ergonomics and a self-sustaining ergonomics system within your organization.
The Otscom Call Center Professional Services Consultant will work with you to ensure that your facility meets all applicable ergonomic guidelines. This includes:
- On-Site Ergonomic Evaluation
- Recommendations For Space Requirements In The Facility-Based On Workstation / Job Type And Job Requirements
- Procurement Of Ergonomically-Correct Equipment For The Facility
- Recommendations For Lighting, Carpeting And Ceiling Requirements
- Developing Any Necessary Training Materials For Agents Entering The New Facility
- Engineering Controls, Administrative Controls And Training Controls
The emphasis of the Otscom Ergonomics approach is maximizing the extent to which agents can effectively utilize their work environment. This is accomplished through the development of an ergonomics training program that shows the agents how to achieve desired ergonomic objectives through behavioral changes. General ergonomic principles such as the neutral posture, preferred viewing angles, etc., are demonstrated using the office equipment provided. Hands-on practice is provided to ensure that the agent understands the principles. The responsibilities of the agent, in terms of fitness and off-work activities, are emphasized. Increased sick time and long-term disability payments are experienced by employers who choose to ignore the basic principles behind an ergonomically correct environment. Our goal is to provide the customer with the tools to avoid this unfortunate expensive situation.
Ergonomics is an ongoing process and our call center professional consultant can help your call center establish an ergonomics program. Our program will consist of the following elements:
- Passive And Active Health Surveillance
- Job Analysis And Design
- Training
To help you get started our consultant will work with your management and supervisor team to select and train an ergonomics team, write an ergonomics plan, establish priorities and ensure they are carried out. This will be a valuable asset in containing sickness and disability expenses.
The value of an ergonomically- correct workstation coupled with a design plan for an aesthetically pleasing environment will position your call center as a showpiece for potential service bureau clients. These are often necessary requirements to win service bureau business. Our Otscom Call Center Professional Consulting team will ensure your call center is designed to enhance the performance of your agents as well as position you to meet the requirements of any future call center business.