MFC of Krasnoyarsk Krai upgraded work of the center of telephone service

On August 14, 2015 the Avaya company announced project implementation on implementation in business processes of the multifunction center of providing public services of Krasnoyarsk Krai the solutions Avaya IP Office 500.

Project Tasks

Having faced a problem of high loads on telecommunication infrastructure, the agency of informatization and communication of Krasnoyarsk Krai felt need of upgrade of a system. There was a need to improve technology of acceptance of telephone addresses in Krasnoyarsk Krai, to create conditions for information technology development and telecommunication infrastructure in its territory. A choice for benefit of Avaya is made because the company corresponds to all necessary criteria and has reputation of the reliable and checked supplier.

MFC of Krasnoyarsk Krai, 2014

Project Progress

The contractor provided to the customer Internet access from the central MFC at a speed not less than 20 Mbps and organized 250 simultaneous VPN channels. The access to the PSTN of the city of Krasnoyarsk accepting telephone addresses (ISDN PRI over E1 flow), passed across 30 canals, besides in MFC, located in municipalities of the region, the Internet worked at speed not less than 1 Mbps. Avaya gave an opportunity of formation of the main and reserve VPN connection to the central MFC hardware with technology of check of existence of the addresses and function of automatic recovery.

Project Results

On project deliverables for registration and work with citizens' appeals began to use automated information system of technical service center (the AIS of technical service center). A system allows operators to register complaints and citizens' appeals, to provide information on the status of rendering services in MFC and to conduct population surveys. The AIS of technical service center also provides scenarios of work with addresses of applicants, the automated regulations of work of operators of technical service center, performs collecting and the analysis of statistics about services and quality of work of technical service center. The possibility to implement the technology of an auto answer about the status of processing of requests of citizens implemented on the Avaya IP OFFICE 500 platform is in the long term considered.

"The implemented solution showed that for such rather traditional scope as call center, it is possible to receive the highly effective, easily scalable technology demanded by most of the population in Krasnoyarsk and other localities of edge. All again opening departments of MFC in the territory of Krasnoyarsk Krai will be completed with similar telephone equipment of Avaya", – Dmitry Chernikov, the head of department of the organization of interdepartmental interaction and infrastructure e-government systems of the Agency of informatization and communication of Krasnoyarsk Krai noted.