Don't let help desk become helpless in a disaster.
Communications News › Vol. 31 Nbr. 7, July 1994
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Summary
Disaster recovery - Communications Management - Column
A help desk operation, like other parts of a company's communications-connected systems, can be disabled in a disaster or other disruption. The telephone typically functions as the help desk's first contact point, and depending on the number of calls handled, automated call distribution (ACD) or automated attendants may be used. Inbound calls are delivered via 800 service, 900 service or ordinary dial-up lines. Network access to telecomm systems is usually via twisted-pair cables or T1 circuits. Sophisticated PBX capabilities, such as station alphanumeric displays, automatic number identification (ANI), dialed number identification service (DNIS) or integrated services digital network (ISDN), are sometimes part of a help desk system. Computer-telephone integration (CTI) is also increasingly used. An adequate help-desk disaster recovery plan will involve a two-phased approach that begins with two-way switched access for redirecting calls to restore voice communications. The second phase involves recovering the technology infrastructure.See the full content of this document
Extract
Don't let help desk become helpless in a disaster.
Many of you reading this column probably have a help desk operation in your company. But could your help desk become helpless in a disaster or other business disruption?
The first contact point for a help desk is usually the telephone. Once...See the full content of this document
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