Through implementing an IP Telephony solution, BAS has already experienced many of the benefits of replacing separate voice and data networks with a single converged infrastructure. Not only are there significant costs savings in maintaining and operating a single infrastructure, but the successful deployment of permanent satellite links to the remote Antarctic station mean that BAS is able to use the 1MB link to carry telephony traffic between Cambridge and the Antarctic effectively for free. British Antarctic Survey rolls out IP Telephony The Client For almost 60 years The British Antarctic Survey (BAS) has been responsible for conducting the majority of Britain's scientific research on and around the Antarctic continent. It now shares that continent with scientists from around thirty countries. The mission of the BAS is to undertake a world-class programme of scientific research and long-term observations, to address key issues of global or fundamental importance that require access to the Antarctic or related regions. By so doing, it helps to sustain the UK's involvement in Antarctic affairs and assists in the discharge of the UK's international responsibilities under the Antarctic Treaty System, which includes the administration of the British Antarctic Territory. The BAS has around 420 staff of whom around 40 spend the austral winter in the Antarctic. Antarctic operations and science programmes are executed and managed from the BAS' UK headquarters in Cambridge. BAS Cambridge supports all the scientific and logistic activities in the Antarctic and provides specialised facilities for scientific staff. These include laboratories for the physical and chemical analyses of biological, geological and ice specimens, molecular biology facilities, a scanning electron microscope, sample preparation and controlled environment rooms (including a cold aquarium and extensive freezer storage) as well as a library, archives, computing and mapping facilities. The BAS supports three stations in the Antarctic, at Rothera, Halley and Signy and two stations on South Georgia, at King Edward Point and Bird Island. In addition, ice-strengthened ships sustain the Antarctic operations. These include RRS James Clark Ross, which has advanced facilities for oceanographic research and RRS Ernest Shackleton, which is primarily a logistics ship used for the re-supply of stations. The Royal Navy's Ice Patrol Vessel HMS Endurance has helicopters and provides valuable logistic support. The Challenge Effective communication is vital to the business of the BAS. All the offices and laboratories are linked by a fibre-optic backbone network giving access to the World Wide Web and to an extensive internal web system of data and information. Communications with the ships and Antarctic stations is by daily e-mail, fax or phone. The BAS was experiencing problems with its existing telephony systems at the Cambridge HQ. The old PBX had run out of capacity and was becoming expensive to maintain. After a detailed review of possible options the BAS decided to explore the possibility of replacing its traditional voice systems with a new IP Telephony solution. A key driver for this decision was BAS' understanding of the efficiencies and advantages of a single converged network infrastructure. In particular, the organisation was keen to take advantage of the lower on-going management costs. The ability to roll-out new IP-based applications and the productivity gains that could be achieved from the deployment of applications, such as full extension mobility and Unified Messaging, were also attractive. Furthermore, negotiations had recently been concluded to purchase permanent satellite bandwidth to provide 1MB links to remote Antarctic stations and ships, which could be used to carry telephony traffic. A tender was released for the supply and installation of a new IP-based telephone system for the Cambridge HQ, which was to include Voice mail and Unified Messaging applications. An upgrade of the existing network infrastructure was also required to provide a robust, scalable platform to support the IP Telephony application. The Solution Recognising the importance of a robust communications platform to BAS' operations, a highly resilient, low-risk network infrastructure based on Cisco's AVVID architecture was designed. The AVVID architecture allows current data and voice technologies to be converged onto a single infrastructure, while offering the client freedom to choose from the very best applications available to support the business requirements. In this case, the Logicalis solution comprised a 420-seat IP Telephony system, integrated with Voicemail and Unified Messaging applications from Topcall that interface with the BAS' Novell Groupwise email application suite. The solution is based on a proven two-tier network architecture that minimises the failure domain to a maximum of 24 user ports and protects critical applications with resilient server connectivity. At the centre of the network is a resilient pair of Cisco Catalyst 6500 switches, providing a high availability scalable platform for network services at the Core including Layer 3 routing, interfaces to WAN links and other networks (e.g. SuperJANET4). At the edges of the network, services are delivered to the users via Cisco Catalyst 3550 access switches, which also provide in-line power (power over Ethernet) for the IP Telephony handsets. Cisco Call Managers have been deployed in a resilient cluster, configured to support up to 1,000 extensions, interfacing to BT, analogue devices and integrated voice applications. Further functionality can be added incrementally as new applications are introduced in the future. The Benefits Through implementing an IP Telephony solution, BAS has already experienced many of the benefits of replacing separate voice and data networks with a single converged infrastructure. Not only are there significant costs savings in maintaining and operating a single infrastructure, but the successful deployment of permanent satellite links to the remote Antarctic station mean that BAS is able to use the 1MB link to carry telephony traffic between Cambridge and the Antarctic effectively for free. Furthermore, there are many productivity benefits that result from the greater flexibility and functionality of IP Telephony. For example, staff can now log onto any phone, regardless of their location, and have full access to their email and voicemail messages over a single interface. Full extension mobility means that it will be possible to be reached by the same DDI extension, whether they are in the office in Cambridge or in the Antarctic. The BAS will also be evaluating the possibility of rolling out further applications, if VoIP is rolled out to Antarctic stations, such as weather reports that could be available at the touch of a button. About the Organisation The Royal National Institute of Blind People (RNIB) is an organisation that provides care and guidance for anyone affected by sight loss. Its main aim is to make daily life better for people affected by sight loss, by campaigning to raise awareness of sight problems, providing much needed services and advocating for a more inclusive society. The Challenge The RNIB relies on fundraising to be able to carry out its important work. Therefore, it is key that supporters and donors can make donations quickly and easily over the phone. The contact centre team works closely with colleagues in fundraising to execute campaigns, which yield an annual gross income of around £6.5 million. Donations are given through numerous channels, one of the most popular being card payments made over the telephone. The Complexity of Homeworking and PCI Compliance To take payment card transactions over the phone, RNIB needed to ensure its contact centre complied with the Payment Card Industry Data Security Standard (PCI DSS). However, as the charity uses 140 homebased telephone fundraisers working from separate locations all over the UK taking CNP (cardholder-not-present) payments from donors, there was an additional level of complexity around PCI DSS compliance. Homeworking solutions are extremely difficult to implement, as not only do they require specific systems to be able to prove regulatory compliance, but they also have to integrate with the individual worker’s phone and IT system. Semafone’s patented payment method ensures the requisite security is in place to secure all home workers to the highest standard, while also sitting seamlessly within the existing telephony environment. . Taking Data Security Seriously RNIB takes the security of its supporters’ personal data seriously, and wanted to protect them to the highest possible standard when making telephone payments. With the rise of CNP payments and the ever-increasing requirement to provide a fully compliant contact centre system, combined with the logistical difficulties of using homeworkers, RNIB wanted an industry-leading solution that was also economically viable. The organisation also needed to maintain its cost per transaction to ensure that donations were not eaten away by administration costs. The Solution The charity began working with specialist consultant Matt Winckless to define the business case and the technical integration needed within the telephone fundraising and telephony systems. In early 2016 the implementation of the system began, and one team of homeworking telephone fundraisers was trained to start taking Semafone card payments on one of the smaller campaigns several months later. The pilot was enormously successful and required very few changes, which meant that the RNIB could roll out the Semafone payment system across all 140 of the homeworkers’ sites quickly and e ciently. By September 2016, all the telephone fundraisers had been trained and could take secure card payments from RNIB’s valued supporters. The implementaion of Semafone’s solu on means that RNIB’s supporters are now able to input payment card details directly into their telephone keypad. The numbers are obscured using dual tone mul frequency (DTMF) masking, so the agent cannot see or hear the numbers and can stay in full communica on with the customer at all mes to help with any issues that may arise during the payment process. The patented payment method also sends any payment card numbers straight to the payment service provider (PSP), so that they completely bypass the internal contact centre IT system. “With a home-based call centre team, compliance with PCI DSS had always been a signi cant challenge. Using Semafone’s solu on means RNIB can meet the data security demands of the PCI DSS, while also providing the best possible customer service. It also reinforces to our donors that we take the security of their data seriously.” Catherine Lloyd – Senior Telemarketing Manager, Royal National Institute of Blind People The Benefits Thanks to the increased security of DTMF masking and the transfer of payment card numbers directly to the PSP, RNIB is now PCI DSS compliant, which has ensured that its homeworking programme can continue to support its fundraising efforts. This means the charity can provide the services needed by blind and partially sighted people, such as delivering independent living, helping those who are losing their sight rebuild their lives, campaigning for a society that includes blind and partially sighted people as equal citizens, and helping to raise awareness about prevention of sight loss, ultimately leading to fewer people losing their sight. Catherine Lloyd, senior telemarketing manager at the Royal National Institute of Blind People commented: “An increasing number of RNIB donors have high expectations when it comes to data security. As such, supporters have been impressed with the difference made by having a secure payment method via the phone; they have reported being happier with not having to verbally supply their card details when paying using the telephone. Many donors are elderly, while some are blind or par ally sighted, so the simplicity of Semafone’s solu on has been essential for the charity as we wanted to make it as easy as possible for them to support the work we do here at RNIB.” With a home-based team of 140 staff, compliance with the PCI DSS had always been a significant challenge. Securing homeworkers across the UK can be a complex task. However, unlike many other op ons on the market, Semafone’s simple and intuitive payment method protects an environment that is notoriously dffcult to secure. Thanks to this, the solution considerably reduces the numbers of PCI controls that must be adhered to by the charity. Ms Lloyd continued, “Semafone’s solution has made a huge difference to us. With many of our employees being homeworkers, we were very concerned about compliance. With Semafone’s solution, RNIB can meet the data security demands of the PCI DSS, while also providing the best possible customer service. It also reinforces to our donors that we take the security of their data seriously.” |
Archives
May 2017
Categories |