Just Say It
Automate Order Entry & Messaging with Speech Recognition

Infinity Back-up Server
The Infinity CTI Server is a critical component for the call center. It provides the interface to bring calls in and present them to the operators. It also provides critical applications and data to the call center.

The Infinity CTI Server includes a native database that controls the switching and the application data. The Infinity CTI Server database can be backed up to another server using the optional Network Back-up feature of Infinity. The Network Back-up feature allows the entire Infinity CTI Server database or just sub-sets of the database, to be backed up across the network. The back-up Infinity CTI Server can be one of the existing Infinity telephony servers in a multi-chassis environment, a dedicated back-up server with no hardware or a fully populated back-up server with all of the telephony hardware required to operate the call center.

In the event of a disaster, the call center can implement their back-up plan. The goal is to keep the call center active and taking calls through the disaster. The Infinity Back-up Server allows each call center to determine the level of disaster readiness they need.

• Disaster preparedness and
  recovery
  
• Back up the complete database
  or subsets of the database
  
• Data-only backup or backup
  to a completely populated
  server
  
• Removable hard disks in the
  back-up server provide almost
  immediate recovery
  

• Each call center determines
  the level of disaster
  preparedness
  
• Respond to RFPs that require
  a disaster recovery plan and
  equipment
  
• Back-up server for all critical
  call center applications
  
• Back-up sever for medical
  applications
• 
  

Infinity Back-up Operator
The Infinity Windows® Telephone Agent is a critical component for the call center. It provides the operators with their interface to answer calls and process Infinity application data.

The Back-up Operator application allows data from the Infinity CTI Server to be exported over the network to a Microsoft® Access database. The data that can be exported includes the Operator database, Client database, Directory database and On-Call Scheduler database.

The location of the Microsoft Access database can be customized to meet the needs of the call center to handle different levels of disasters. The data can be stored on a network server to provide a single point of access for all operators, it can be stored on each operator workstation to provide operators with access even if the network is inoperable, or it can be stored off-premise to provide access to data if the building is inaccessible.

The Back-up Operator application connects to the Microsoft Access database to retrieve the exported Infinity data. The user interface for the Back-up Operator is modeled after the Infinity Windows Telephone Agent to make the transition to the back-up mode as easy as possible for the operators. Access to the Back-up Operator data is controlled through operator log-in IDs to secure the data.

• Disaster preparedness and
  recovery
• Windows Operator back-up
  via Microsoft Access database
  - retrieval of Infinity data
  including client database,
  directory and On-Call
  Scheduler

• Each call center determines
  the level of disaster
  preparedness
• Respond to RFPs that require
  a disaster recovery plan and
  equipment
• Healthcare backup to retrieve
  critical data