NETWORK DESIGN

PROPOSAL FOR PrioRing

Call Center

Presented by:

Abel, Denmark
Aguilar, Angelo Rogel
Atienza, Mark Janscent
Baller, John Mark
Bartolome, Charlotte
Betangcor, Nica Mae

Presented to:

Sir Ariel Magnaye

Ma’am Liezel Tinedo
 Ma’am Issa Suan
Table of Contents

I. INTRODUCTION………………………………………………………………........1

II. SCOPE OF WORK………………………………………………………………….1

III. FEASIBILITY STUDY………………………………………………………………2

PROJECT SITUATION…………………………………………………………....2

NETWORK SCOPE…………………………………………………………………2

OBJECTIVES……………………………………………………………………….3

DESIGN FEATURES……………………………………………………………….4

DESIGN ASSUMPTION……………………………………………………………5

IV. NETWORK NEED ANALYSIS

DATA TYPES……………………………………………………………………….6

DATA SOURCE…………………………………………………………………….6

NUMBER OF USERS AND PRIORITY LEVELS……………………………….7

TRANSMISSION SPEED REQUIREMENTS…………………………………...7

LOAD VARIATION ESTIMATES…………………………………………………7

SECURITY REQUIREMENTS…………………………………………………….8

NETWORK HARDWARE REQUIREMENTS…………………………………...8

V. NETWORK DIAGRAM AND TOPOLOGIES……………………………….8-10

VI. SYSTEM COMPONENTS & STATEMENT OF WORK……………………….10

VII. DISASTER RECOVERY PLAN………………………………………………….11

 I. INTRODUCTION

Customer service is one of the very common problems that the people of

the Philippines are tackling today. With the rise in the use of modern gadgets and

machinery, Gen X and Millennials are falling behind on the knowledge about these

things. This lack of knowledge about the use of modern equipment will impact their

current lives as their lives are now revolved around a modernized future where

technology can take you anywhere.

With that in mind, the PrioRing Call Center is created to provide assistance

or support to any tech inquiries and problems that people will encounter. Be it from

trouble fixing phone errors or computers, our call center has a variety of personnel

that specializes in their field of technology. They also provide a live video feed to

make it easier for the customer. prior also answers complaints of any ISP-related

problems since the main problem of the telecoms right now like Globe is their

customer service. The agents will do their best to answer these questions

professionally and contact these said providers in place of the people who

complained. The customers can rest assured that once you contact PrioRing, the

agents will answer them back.

II. SCOPE OF WORK

PrioRing aims to provide technical support to people who are having

problems with the technology we are using today. Some tasks of a call center

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 agent are managing inbound calls, identifying the customer’s needs, and building

sustainable customer relationships. The call center also aims to serve as the

training ground for new agents and eventually be the best they can be in that line

of work.

III. FEASIBILITY STUDY

A. Project Situation

Good customer service will be established as a proposal, which will be

beneficial for people with inquiries and complaints. This strategy will also solve

the problem by returning calls that go unanswered within the Globe organization.

Furthermore, the estimated fund used for the proposal is between 1.5m to 2m

pesos. This is due to the equipment required per agent in such call centers,

which typically includes a computer (could be a desktop or laptop), a headphone,

a reliable internet connection, and a powerful computer program capable of

computer-controlled making calls and forecasting making calls.

B. Network Scope

The proposed network is intended to assist as well as serve as the

mediator to other Telecom Incorporations. The call center has two floors in a

3,200-square-foot building. The first floor contains the main lobby. The main

lobby contains the front desk and the lounge. Next is the security room which is

located at the side of the main lobby and further in is the main room which will be

the working facility call center agents and their supervisors. The second floor will

consist of a training room in which newly hired agents will be able to train their

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 communication skills, offices, and a server/equipment room. Additionally, CCTVs

are installed throughout the building.

C. Objectives

The network is designed to achieve several specific business and operational

objectives:

1. Quality Service. By having good computers and telephones connected

throughout the network, the agents will be able to answer more customers

as well as finish up their calls easily without having technical difficulties.

2. Well Trained Agents. Newly hired agents will undergo 1 month of training

in the provided training room accompanied by an assigned supervisor.

Furthermore, old employees will take a test once every year to check their

knowledge about customer service; this is to keep the quality of our well-

trained agents intact.

3. Efficient Network. Bus Topology is very cheap to set up and an easy way

to connect computers in an orderly fashion. It requires the least cabling,

unlike other topologies. It is also capable of a Hybrid server network since

computers are connected in one cable which is connected to a very

convenient server.

4. Reliability. If one computer or peripheral has problems or failure, it will not

affect other computers or other peripherals that are on the same network.

So you can rely on your PC not having problems if the PC next to you

encounters problems.

5. Extendable. The network is very easy to expand just by joining a cable

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 with a repeater or a connector. This will allow more computers or

peripherals to be added to the network, thus making the call center larger

and taking more agents.

D. Design Features

Main Lobby. The main lobby is where the walk-in customers can go and inquire

about something. Additionally, this place can also serve as the area for employees to

take a break as the main lobby has a lounge. This axzzrea should be well ventilated, air-

conditioned, and well-lit to attract guests and make them very comfortable throughout

their visit.

Security Room. This is where you can access the live video feed of CCTVs, this

room also serves as the break room for the security guards that are on break.

Main Room. This is the main workplace of the call center, call center agents

along with their supervisors will spend most of their time here since this is their

workplace. This place will be well lit, air-conditioned, and ventilated to bring comfort to

the employees.

Training Room. Newly hired agents will spend 1-month of training in this room

along with the assigned supervisor or coach. They will also receive the same equipment

from the Main room but the only difference is they have less workload and are guided by

their supervisors throughout the calls. The room will be well ventilated to also bring

comfort to the trainees

Workstation Office. The offices of high-ranking positions will serve as their

workplace as they have a different line of work from the agents. It is a given that the

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area should also be well ventilated.

Meeting Room. This is the room in which all high positioned people will meet

and discuss. This should be well ventilated and air-conditioned because this room will

always be used.

Server/Equipment Room. The room is divided further into two rooms, the first

room is the equipment room in which all broken or backup equipment is kept. The room

next to it is the server room where all information provided by the customers as well as

the recorded calls will be contained and secured here. This room needs to be properly

ventilated as this room will be one of the hottest rooms in the building and can be a fire

hazard if not maintained properly.

Restrooms. It will be divided into the men’s room and female’s room, in the

men’s room will include 2 stalls, 2 urinals, and some sinks. Meanwhile, the female’s

room will include 5 stalls and sinks.

E. Design Assumptions

This design assumes the following:

1. Computer
2. VoIP Telephone
3. Table
4. Desks
5. Chair
6. Sofa
7. Air Condition
8. Ceiling Fans
9. Cabinets
10. Modem
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 11. Router
12. Switch
13. CAT5e Ethernet Cable
14. CAT6 Ethernet Cable
15. Webcams
16. Ground Cable Protector
17. Toilets
18. Urinals
19. Sinks

IV. NETWORK NEEDS ANALYSIS

A. Data Types

The types of data served by the network will be: Call logs, Caller Info, and

Personal information of the employees inside the establishment.

B. Data Sources

The data will be produced using the following software and OS. The computers

inside the establishment will all have Windows 10 Pro installed. As for the server,

we will use and install Microsoft Server 2022. All computers have Office 365

Business Premium which includes Word, Presentation, Excel, etc. Additionally,

the software that the call center will use will be Cloudtalk as this software

provides many useful functions that can help with the productivity of the call

center agents.

C. Number of Users and Priority Levels

The Call center has 24 Computers in the Main Room, 12 Computers in the

Training area, 1 Computer in the Main Lobby and Security room, 1-2 computers

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 for Workstation Office, and 2 computers in Server Room. The call center will

focus its priority on the Workstation offices and the server room first as the

people that will be working there will be the ones to keep the establishment in

order.

D. Transmission Speed Requirements

The establishment will have 3 internet service providers with an internet speed of

200-250mbps. For wireless devices, the establishment will provide modems that

will be placed throughout the building. As for the wires, the establishment will use

CAT6 cables as these cables can support high internet speeds up to 1000mbps.

As for the cameras, they will be connected through CAT5e ethernet cables. A

straight-through cable will be used when connecting Routers to switches and

crossover cables will be used when connecting Routers directly to PCs and

modems.

E. Load Variation Estimates

According to Talkdesk, one of the most trusted contact solutions, the busiest

times will be Monday to Friday between 7 a.m. and 7 p.m. local time range. They

also stated that call center wait times are 70% shorter before noon.

F. Security Requirements

There will be a total of 4 security guards, each two will take a 6-hour shift

alternately and will take a post in the front of the call center entrance and at the

security room. Additionally, CCTV cameras will be installed and will stay on for 24

hours, the guard in the security room will also take off the surveillance while on

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 duty. There will be passwords on each computer inside the establishment and a

firewall will be established to prevent any information of the caller, or the

employees to be leaked out.

G. Network Hardware Requirements

1. Monitor
2. Mouse
3. Keyboard
4. VoIP Phones
5. Switch
6. Ethernet Cables
7. Firewall
8. CCTVs
9. CAT5e Cables
10. CAT6 Cables

V. Network Diagrams and Topologies

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Floor 1

Floor 2

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 Computer Network Diagram

Telephone Network Diagram

VI. System Components & Statement of Work

Item/ Network Hardware Quantity Approximate
Component
Computer Set 41 ₱1,230,000
VoIP Telephone 10 ₱50,000

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 Table 50 ₱18,000
Office Chair 50 ₱40,000
Sofa and Chairs 4 ₱40,000
Air Conditioner 12 ₱122,400
Modem 5 ₱7,500
CAT6 Ethernet Cable 400 ft ₱8,750
CAT5e Ethernet Cable 50ft ₱3,000
RJ45 Jack 200 pcs ₱1,000
Webcams 36 ₱39,600
CCTV 4 ₱40,000
Switch 4 ₱10,000
Server 1 ₱50,000
Ground Cable Protector Ramp 43 ft – 15 ₱27,540
(3 ft each) pieces
Total: ₱1,687,790

VII. Disaster Recovery Plan

If something happened to the company's servers, the company’s
technicians and admins will check what's wrong and resolve it as soon as
possible. In case of loss in data, the company has backup data that is stored in a
hard drive that is checked and filled with new data regularly. Additionally, the
company has assigned one of the most trusted employees to secure a copy of
the data which is stored on his work computer at home.

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VIII. Acceptance and Authorization
The terms and conditions of the Professional Services Agreement apply in

full to the services and products provided under this Statement of Work. 

IN WITNESS WHEREOF, the parties hereto each acting with proper

authority have executed this Statement of Work, under seal. 

Name of Company:     
  Ms. Issa Rose Suan
PrioRing Call Center
     
   
 Mr. Ariel Magnaye  Ms. Liezel Tinedo

     
GROUP NUMBER :   LEADER: 
1  Aguilar, Angelo Rogel M.
     
MEMBER 1:  MEMBER 2: 
Abel, Denn mark E. Atienza, Mark Janscent D.
     
MEMBER 3:   MEMBER 4: 
Baller, John Mark V. Bartolome, Charlotte D.

   
MEMBER 5:  
Betangcor, Nica Mae D.

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