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BTRC Call Center Guidelines, Bangladesh 2008

BTRC Call Center Guidelines, Bangladesh 2008

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Published by: AH Jewel on Sep 04, 2010
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BANGLADESH TELECOMMUNICATIONREGULATORY COMMISSION
Shetu Bhaban, New Airport Road, Banani, Dhaka-1212
No. BTRC/LL/Call Center/Licensing Procedure(268)/2008-462(1) Date: 09-04-2008
GUIDELINEONCALL CENTER LICENSING
BANGLADESH TELECOMMUNICATION REGULATORY COMMISSION(www.btrc.gov.bd)
 APRIL 2008
 
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ABBREVIATIONS
1.
BTRC
Bangladesh Telecommunication RegulatoryCommission.2
CDR
Call Data Records.3.
DRC
Disaster Recovery Center.4.
HCC
Hosted Call Center.5.
HCCSP
Hosted Call Center Service Provider.6.
IPLC
International Private Leased Circuit.7.
MRTG
Multi Router Traffic Grapher.8.
NMC
National Monitoring Center.9.
PCO
Public Call Office.10.
PoP
Point of Presence.11.
PSTN
Public Switched Telephone Network.12.
VPN
Virtual Private Network.13.
VSAT
Very Small Aperture Terminal.
 
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DEFINITIONS AND INTERPRETATIONS
1. Unless the context otherwise requires, the different terms andexpression used in the guideline shall have the following meaningassigned to them. The headings are given for the sake of convenience inthe guideline and do not carry any special meaning.2.
Commission
” means Bangladesh Telecommunication RegulatoryCommission established under the Bangladesh Telecommunication Act,2001(as amended).3.
Call Detail Records (CDR)
” is generated by all types of call centersin the form of binary or any other form of file that includes all types of records of outgoing and incoming calls such as caller and called partynumber, origin and destination of calls, call duration, calling time,location, etc.4.
Disaster Recovery Center (DRC)
” means complete backup centerwhich can be used when the main center becomes inoperative for anyreasons.5.
Hosted Call Center (HCC)
” means call center which does not haveany infrastructure other than call center agents. The infrastructuralfacility will be provided from the Hosted Call Center Service Provider.6.
Hosted Call Center Service provider (HCCSP)
” means serviceprovider who provides the required infrastructure services to the HostedCall Center operator.7.
International Private Leased Circuit (IPLC)
” means Internationalpoint to point Private Leased Circuit.8.
Multi Router Traffic Grapher (MRTG)
” is a free software formonitoring and measuring the traffic load on network links. It allowsthe user to see traffic load on a network over time in graphical form.9.
Point of Presence (PoP)
” is the client location at the foreign endwhere the telecom traffic of the client is collected for the call center atBangladesh end.

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