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Reply To: Outsource Tech. HelpDesk

#12111
SANJAY BANGROO
Guest

— Shilpa D wrote:
Dear Sanjay,
First of all let me apologize to for writing to you
without any pre-acquaintance. I read your posting
and felt that you can be of help to me.
I work for a medium sized Pune,India based software
firm. As an additional activity we are planning to
give the first line support to the customers of our
clients (client = for whom we have undertaken the
software development work).
I’ve been directed to investigate in to the systems
(s/w, h/w, telecom.) requirements and investments to
setup a technical helpdesk (call center). As I’m
totally new to this area, and some help from you
would be greatly appreciated. Please send me some
useful information in the above-mentioned context.
Looking forward for your response.

Thanks and kind regards,

Shilpa

Questions that are popping up right now in my mind
are:
1. How much does it cost for IPLC b/w US and India?
Who is the right authority to be contacted lease out
IPLC? Can I apply to those authorities in the US via
phone/email.
2. Are multiplexors necessary? Are they use to
divert the toll free call smoothly to some other
location? Who can set them up in the US for our
company?
3. What other h/w and s/w reqirements are and how
much do they cost?
4. Do I need India govts approval to start this
business?
5. What is the bandwidth requirement to serve 25
calls a day?

Dear Shilpa ,

Helloo ,

U need not apologize at all. I will be more than glad to answer your queries and in case u require further clarifications , feel free to write to me or call me.

Now to answer your queries :
1. How much does it cost for IPLC b/w US and India?

ANSWER : IT DEPENDS WHAT BANDWIDTH U R GOING FOR .
FOR EXACT COSTS KINDLY VISIT THE VSNL WEBSITE .

2 Who is the right authority to be contacted lease out
IPLC? Can I apply to those authorities in the US via
phone/email.

ANSWER : IN INDIA U WILL GET THE IPLC FROM VSNL AS OF NOW BUT COME APRIL , 2002 AND U WILL HAVE OTHER PLAYERS OFFERING THE INTERNATIONAL LINKS TOO.
U WILL HAVE TO PERSONALLY VISIT THE SERVICE PROVIDER TO GET THE LINKS OPERATIONAL.

2. Are multiplexors necessary? Are they use to
divert the toll free call smoothly to some other
location? Who can set them up in the US for our
company?

ANSWER : MUXES R NECESSARY FOR VOICE COMPRESSION. MUXES R NOT USED FOR CALL DIVERSION BUT THEY R USED FOR VOICE COMPRESSION
AND BANDWIDTH OPTIMIZZATION.
THE CALL ROUTING WILL BE DONE BY THE SWITCHES/TAXES/SDH AT THE INTERNATIONAL GATEWAY AT BOTH ENDS. THE SERVICE PROVIDER IN US WILL SET IT FOR YOUR COMAPNY LIKE VSNL DOES FOR INTERNATIONAL LINKS AND DOT FOR NATIONAL LINKS/LEASED LINES.

3. What other h/w and s/w reqirements are and how
much do they cost?

ANSWER :MUXES WILL BE A MAJOR COST DEPENDING UPON WHAT CONFIGURATION U GO FOR. IDEALLY A PAIR OF MUXES IS GOING TO COST SOMEWHERE BETWEEN 70 TO 80 LAC RUPEES.
U CAN GO FOR NORTEL’S PASSPORT , NEWBRIDGE OR IGX.
ALSO U WILL REQUIRE A CALL DISTRIBUTION CENTER , FOR WHICH U WILL REQUIRE A PBX, ACD , MAY BE AN IVR AND A CTI TOO.

4. Do I need India govts approval to start this
business?

DEFINITELY YES

5. What is the bandwidth requirement to serve 25
calls a day?

ANSWER :U CAN START WITH 256KBPS AND GROW THE PIPE AS PER YOUR REQUIREMENTS AND CALL TRAFFIC.

In case u have more queries, please feel free to get in touch with me.

Regards
Sanjay