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NorthLink Case Study
NorthLink Ferries, owned by the Scottish Government, provides lifeline ferry services from the Scottish mainland to Orkney and Shetland, for both commercial freight and domestic travel. The Northlink call centre operates seven days a week from 08.00 am to 20.00pm providing essential up-to-date information on sailings, conditions and bookings.
The NorthLink call centre is located in Stromness, Orkney and is sometimes inaccessible to technical support staff due to severe weather conditions. IITAC have provided a reliable remote service using the ProTalk SARK 1000-HA high-availability system with SNOM IP telephones.
The ProTalk SARK HA System is based on twin servers with identical configurations and connected by a “heart-beat” mechanism. In the event of either hardware or software failure, the HA platform provides full automatic failover to the standby system without needing any external input to the PBX, IP phones or ISDN lines. Comprehensive testing of the platform has shown failover takes just eleven seconds to resynchronize both the PBX, IP phones and the ISDN30e circuits.
To put this into perspective; if you were ‘in-call’ and the system took a hit, within the time it took to re-dial, the secondary system would be back automatically on-line. IITAC know of no other, mid-range SIP or TDM system that can give this level of resilience at such an affordable price.
The ProTalk SARK platform is unique in that it does not require any additional hardware such as channel banks or expensive shared TDM gateways to handle fail-over. Everything is catered for ‘in-frame’ including the TDM (PRI) ‘fail-over’, thus keeping hardware costs to an absolute minimum.
Call Centres
IITAC have implemented a number of Call Centres ranging from 3 users to over 100 users. Recent implementations have been based on ‘Open System Platforms’ such as Linux and Asterisk. These systems are highly cost effective and simple to manage.
MessageLabs & Eset
IITAC have been working with MessageLabs and Eset to provide a robust solution to the increasing problems of spam, phishing and viruses. Talk to IITAC to see how you can improve your security and free up valuable internet bandwidth.
Ferry Distribution
IITAC have worked with a French Ferry Service Provider to install a comprehensive network solution linking Ferries, Ports and Head Office, using a combination of satellite data, WiFi links and broadband. Secure VPN’s switch traffic automatically to the most efficient route.
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