Identification of Call Centre Requirement
Requirement Gathering
The requirement of the call centre should be identified for the development of the network solution and the Netsim simulator should be used for the development of the network solution. A qualitative and quantitative analysis is made on the requirement of the users and the software needs for the development of the network solution. A meeting must be arranged with the stakeholders and the quality of the information depends on the success of the network. The creation of the questionnaires also helps in identification of the needs and it should be shared with the users associated with the development of the call centre network. The number of users and the floor plan of the building of the call centre should be analysed for the development of the network framework. The number of vlans and the Pc required for the connection with the department should be identified and separate vlan should be created for each of the floor for increasing the efficiency of the network.
Technique used for collecting requirements
There are different techniques used for the analysis of the requirement such as:
Prototyping – A prototype of the network is created and is shared with the group of users for identification of the changes in the network plan and develop the final network according to the needs of the users.
Brainstorming – New ideas and technologies should be identified for the development of the network. The risk associated with the network should also be analysed for the implementation of the security features in the network.
Survey – A survey should be made on the current network infrastructure and the upgrades that should be implemented and the constraints acting on the network should be identified. The needs for the development of the framework should also be justified and migration to different technology should also be identified for the preparation of the network solution.
The backup and the recovery time of the network should be minimum and the network boundaries should also be identified for identification of the hardware needs for the development of the network solution. The selection of the network protocol is also important for the reduction of the errors in the configuration and delivering a fully working and secure network solution for the call centre. The use of redundant link and the VLANs improves the performance of the network and reduces the effort of management of the network.
Cost Estimation – BudgetTask 2Network Design
Figure 1: Network Solution for the Call Centre
Different Analysis Techniques for Requirement Identification
Network Design Justification
The device used for the configuration of the call centre network is Cisco 2811 series router and it is fast Ethernet interface is subdivided into two parts for the two VLAN created for the network. For the expansion of the network new router can be connected with the router serial interface and both the router should be configured with IP routing for enabling transferring of data packets from one router to another interface. The Pc are configured with the DHCP settings such that the PC connected in each of the floor of the building can be assigned with an IP address automatically. The network plan is created for meeting the growing needs of the organization for the upcoming five years and for that the latest technology are used such that the network settings does not becomes obsolete. The use of the latest technology helps in development of an Ipv6 ready network solution and the interface can be configured with Ipv6 such that it can communicate with the Ipv6 network for sending and receiving of data packets from the network configured with Ipv6 address. The configuration of the two different VLAN in the network helps in dividing the network into two different communication channel and reduce the congestion in the network and reducing the response time of the network. The backup router is deployed in the network that can be used if the core router fails and increases the network uptime.
Network Configuration
CoreRouter
Performance Metrics
For the analysis of the performance of the network different network monitoring tool such as Wireshark, PRTG network monitoring software can be installed in the server for the analysis of the traffic flow of the network between the different hosts connected in the network. The decision of the network helps in increasing the performance of the network. The use of the network monitoring tool helps in generating a notification and alert for the network if any intruder tries to access the network illegally. The illegal attempt should be monitored and stored in the network for recording the current activity of the users connected in the network. The performance metrics consists of the time, cost, resource, scope, quality and the different actions included for the development of the network solution. The performance metrics helps in identification of the internal performance of the network and quality of the network by identification of the outputs. The output obtained from the network is compared with the desired output for the identification of the network performance. The ping test is used for analysis of the time required for accessing different vlan and it is found that for the same vlan the average response time is 62 ms and for connecting with the different vlan the average response time is 65ms. There are no jitter in the network since different communication channel are used for the network and it reduces congestion and increases the efficiency of the network.
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