Design & Management

Customer Support Center Network Upgrade

Adrian Powell

October 19, 2014

Network Design and Management

Table of Contents

Executive Summary 3

Project Scope 4

Project Goal 5

Design Requirements 6

Current State of the Network 10

New Logical and Physical Design 13

Implementation Plan 14

Project Budget 16

Bibliography 18

Executive Summary

This paper will discuss designing a new, upgraded network for a customer support center to include 50 employees, and 20 mobile users. The support center has not been upgraded in some time. The current system keeps going offline and is in need of repair, which cost the company due to the equipment being out of the warranty period. With the system periodically going offline, this impacts customer satisfaction, as well as company production.

With a mission statement that says, “Loyal, long-term customer relationships are bred by having ethical, consistent, and quality performance. Our service will exceed the basic industry standards, which will result in the best value for all of our customers,” we must ensure that our network and phone systems are top notch. It is with this in mind, we have decided to upgrade our system in order to provide that consistent and quality performance.

The new network design will encompass our telephone system with our network. In doing so, we will include remote access. This will allow our field users to have access to complete customer information while out in the field, so that they will know exactly what the issue is and be able to deal with it accordingly. In addition, the new network design will be more reliable. No more constant downtime or waiting for the system to be brought back up. Our new system will have enough bandwidth for all of our users, and future users as well. We will include security, so that our customer information will be protected.

The new network design will also assist our users in how they handle customer interactions. With the new flows we have added to our...