Telephony Recovery

What do we offer?

As well as relocating your staff and having data, desktops and seats available for you in our Business Continuity Centres, ICM can provide programmable telephony recovery. This service is tailor made to integrate with your disaster recovery plans and will match your service department and call centre requirements.

ICM has embedded an innovative new telephony platform into its nationwide business continuity infrastructure to provide a consistent service in every centre.  Utilising best-of-breed technology from Avaya, ICM’s advanced telephony system allows for the speedy recovery of voice and data communications for any business including call centres and those incorporating dealer facilities or complex telephony requirements. 

It means that our clients experience exactly the same services and functionality whether they use their primary contracted centre, or any other ICM location.

What our customers have to say

When you’re faced with suddenly losing your offices you have so many things to do and people to organise you need the help of someone like ICM to absorb a huge part of the stress–trusting them completely to have a new, working premises ready for you straight away.

- Lynn Aisbett, Chief Executive, Melton Borough Council

How do you benefit?

• Quick recovery of voice and data communications
• Peace of mind from best-of-breed technology
• No difference between making and receiving calls on your direct dial number in the office, or at any desk at any ICM centre
• End-to-end support frees up your IT staff

What’s covered?

Following a disaster, your voice and data access are reinstated, with calls diverted to the alternative workarea environment within an ICM Business Continuity Centre.

Independent phone systems at each Business Continuity Centre have been replaced with a secure, common Avaya Aura voice network and a ‘survivable switch’ with local PSTN and resilient VOIP network connections.  Each switch is connected to the others around the UK through a voice data network, on at least two connections, using ICM’s RecoveryNet - the multi gigabit Ethernet network that connects all ICM Centres with dual and diverse connectivity.

ACD functionality improves call handling and enables the use of announcements, music on hold, and call routing to relevant personnel.  All your telephony requirements are matched and seamlessly delivered, so your customers won’t realise they’re calling you at a different place.