Divert calls in disaster situation

justinmars — Wed, 14 Oct 2009 07:46:10 GMT

As part of a Business Continuity Plan we have to address how we would divert calls in the event of an office disaster i.e. our offices are destroyed by fire etc. so the phone system is not functional. If the system was functional obviously we could do our own diverts, but we also have to address the scenario of total loss. We have both IDSN 30 and ISDN2e.

Can anyone advise the procedure and timescale to have our main number(s) diverted to a mobile or landline?

Many thanks

Justinmars

Re: Divert calls in disaster situation

Tracey — Fri, 16 Oct 2009 09:40:25 GMT

Hi justinmars,

Exchange Line Site Assurance (ELSA)

The ISDN30 Site Assurance option enables customers to have their ISDN30 exchange calls rerouted to an alternative site, in a contracted time, if their normal site becomes unusable for any reason (Option 1) or BT can map the customers' configuration to an alternative site (Option 2). Customers will call their Customer Management Service Centre 24 hours per day to request activation of their pre-arranged Disaster Recovery Plan (DRP).

The Plan is activated by a named customer contact providing the correct, pre-arranged, password to their normal Customer Management Service Centre.

Note:

If the Standby site is out of charge group OR at another geographical location then Out of Area charges will apply.

Details of named contacts, passwords, type of service required etc are to be captured by the CRM Account Manager using the eAdvisor/. This will be input onto CSS (ACCD option 1) or onto CSS and COSMOSS (option 2 where new ISDN30 links will be required).

Implementation is by either:

Option 1- Administration Controlled Call Diversion / Call Forwarding or

Option 2- Dedicated Standby Bearers at Disaster Recovery Site.

Option 1, Administration Controlled Call Diversion / Call Forwarding

This option is delivered using the existing ISDN 30 basic diversion services. This enables all incoming calls to a customer's site to be diverted to a pre-arranged single number. This could be either another of the customer's site which is to be used as a standby site using telephone number that exist or a third party provider standby site where telephone numbers exist. On a customer request the ServiceCentre will arrange for changeover of service to the standby site within 1 hour.

Basic diversion operates for Voice & Data calls, assuming the standby site has an ISDN30 service, calls can be diverted to analogue lines but then only speech calls will be delivered. The customer will be charged for the diverted part of all the calls when the diversion is activated.

Note:

Enter a product note against the ISDN30 channels 'Exchange Line Site Assurance has been provided 'using the MCPI / MCPN CSS transactions.

Option 2, Dedicated Standby Bearers at Disaster Recovery Site

This option is delivered by providing a group of ISDN 30 channels to a customer's standby site, which are taken out of service when not used. New ISDN 30e circuits will have to be ordered at standard ISDN 30e connections and rental costs where the standby site is off the same serving exchange as the customer site. Where the standby site is off another exchange then out of area charges will be incurred or if standby site is off an adjacent exchange then diverse routed ISDN 30 may be available but excess charges may be required.

Note:

If the Standby site is at another location then Out of Area charges will apply.

A transfer of service to the standby site is enabled by reconfiguring the customers' normal site lines to out of service and removing the out of service or block from the standby site lines to bring them into full service. On a customer request, the ServiceCentre will arrange for a changeover of service to the standby site. The changeover time is dependant on the number of ISDN 30 bearers to be transferred and is calculated at half an hour per link eg Two ISDN 30 bearers would have a changeover within 1 hour. This option will enable all DDI facilities to be mapped across to the standby site, for speech and data calls to be delivered.

The ISDN 30's to the standby site will be monitored and maintained to the same level as the normal site lines.

Pricing: See Section 1 Part 24 of the Pricing Manual.

Hope this is of help

Tracey

BT forum Moderator

Re: Divert calls in disaster situation

lol_ayres — Thu, 06 Sep 2012 14:11:00 GMT

Hi Tracey,

In regards to the Exchange Line Site Assurance (ELSA), is this something that's available for WLR3 customers? I've been trying to find ELSA product on BT Sales Zone to provide this service to a customer, however I can't find any details/cost etc? Can you assist please?

Thanks

Lauren Ayres

BT Local Business

Re: Divert calls in disaster situation

DNDP — Fri, 10 Jul 2015 11:50:58 GMT

I am carrying out a similar policy review. We are a small company with only 1 analogue line currently. While we are fully aware of the process to divert calls when we have access to the line. I was wondering what the process was when the line is down (unserviceable) or indeed the office has been evacuated and no physical access to the phone line can be made. What is the process for diverting a number from any other number such as mobile etc.

Thanks

Mick

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