Disaster Recovery

American Customer Care maintains an unwavering focus on fulfilling the needs of our clients, even under the most adverse conditions, including disaster. In American Customer Care's continuing efforts to provide unrivaled service levels to our clients, we developed disaster recovery and business resumption procedures to ensure our ability to perform in our client's best interest, at all times.

Phone Switch
The servers that run our software-based phone switch are fully redundant in our facilities. Thus, if an entire site is down, we are able to transfer the distribution of calls for those programs remotely to our excess-capacity stations in non-affected locations. The facilities each have two switches/servers, one being the main server and the other the backup, and are monitored by an automatic switch over mechanism. Should both servers at a location go down, we would reroute calls via our predetermined plans with the long-distance carriers. Rerouting plans are specifically addressed on a client-by-client basis.

Computers and Servers
Each facility has a generator that will engage automatically via an automatic transfer switch within three (3) minutes should power to the building go out. The generator will power all critical systems, including the following: Phone switches, everything in our server room, the racks they're stored in, all agent stations as well as supervisor stations, the air conditioning in the server room, and all alarm systems. Each of the above-mentioned are also equipped with UPS's which provide 30-40 minutes of backup power should it be needed prior to the generator engaging.

Carrier/Transport
At the carrier/Network Services level, we have various services available including, but not limited to: Hot Stand By, Automatic Trunk Reroute, Timed Automatic Trunk Reroute, On Demand Trunk Reroute, Take Back & Transfer, Unsupervised Trunk-to-Trunk Connections, and Independent RespOrg supporting multiple carrier data base distribution. We work with clients to customize carrier level support plans that best meet their specific needs. Customized carrier support plans may impact the Tele-services cost to our clients.

Alternate Sites
We are able to utilize our system's virtual contact center capabilities to redirect calls to alternate sites, and/or establish pre-determined routing plans within our carrier's network. We typically design business resumption plans on an individual basis with our clients, which address the required level of performance to be maintained on a given program should an adverse event occur. American Customer Care will work in conjunction with our clients to determine the specific levels of redundancy required, taking into account the possibility of training additional agents in a redundant facility, additional licenses, and system connectivity from the alternative site.