Network

At inContact®, we have a unique background that both our hosted and premise-based competitors can’t match. We provide both a robust network and vast experience in the telecom and datacom network arena. Our network operations department alone has over 135 years of combined expertise in telecommunications and over 50 years in systems administration and network engineering.

The core IP network is connected via a dual SONET ring backbone, meaning two redundant fiber links. Along with redundant edge routers, core routers, firewalls and VoIP hardware, multiple ISP and diverse toll-free carriers, our network infrastructure provides reliable, stable, service-rich benefits. This broad range of connectivity models and solutions will ensure you receive the best service and routing possible.

How do you ensure your network stays up and running?

We utilize a UPS and generator power protection to supply emergency power from a separate source when utility power is not available. We utilize geographical dispersed Data Centers in conjunction with Layer-7 application switches, providing the ability to load balance traffic or transparently route traffic around unplanned events. This ensures mission-critical data is always available. 

What connections do you utilize?

We connect with multiple Tier-1 Internet Service Providers using the Internet standard BGP routing protocol to ensure our customers are routed with the best available connection in their area. We also work with multiple diverse toll-free and long distance carriers including AT&T, Verizon, Level 3, Qwest and Global Crossing to receive and send calls across the world. We connect with the carriers that provide the most reliable and affordable service in your area.

How is all the data managed?

InContact uses Microsoft SQL 2000 and 2005 databases for all data storage and management. Data protection is ensured through backups and replication, giving us complete copies of all data on geographically diverse systems as well as local backups.

What services do you test for?

The inContact Technical Assistance Center (TAC) utilizes a variety of tools to monitor and perform tests on its telephony network as well as its VoIP network. These tools notify the TAC of service problems such as out-of-service T1s, DS3 signals and degradations of service that can affect voice quality.

What is the network switching architecture?

The switching architecture utilizes leading technology vendors such as Lucent, Foundry, Cisco and AudioCodes to provide the VoIP services that act as the transport protocol for inContact voice and data traffic. Signaling and call control are accomplished with redundant, load-sharing Arbitration Servers, redundant SS7 Server nodes and redundant pairs of SIP proxy and Session Board Control servers that provide high availability and immense switching capacity. These servers provide the switching between the carrier network, application server clusters and resource servers.