DVOP.net is a service platform for a team of on-call support engineers. Our engineers are providing support and operations in various network technology areas, such as Routing and Switching, IP Telephony, and Unified Communications.
The support platform is created by K-Open GmbH, and is aimed to provide enhanced reachability for our engineers.
A good ticketing system is the basic requirement for any support team. We build our service around RT: Request Tracker, the best open-source ticketing system available. Every support request is documented in RT, and it is the primary means of communication within the team and between the team and the customers.
Support requests are opened in one of the following ways:
Upon creation of an urgent ticket, and every 15 minutes until it's taken care of, all support engineers are notified with SMS messages on their mobile phones.
The hotline PBX is based on FreeSWITCH, one of the best open-source telephony software. It allows to establish an intelligent call routing in order to provide the best reachability service possible. The PBX is installed in a professional hosting environment.
The support engineers manage the hotline routing via an Interactive Voice Response (IVR) system: after entering a PIN, the engineer is offered to select the next on-call person. Then the hotline calls are forwarded to this person's phone numbers.
The hotline call is managed by the hotline IVR: it prompts to enter the 4-digit customer number, which at the same time serves as a security PIN. Then the system rings all available phone numbers for the on-call engineer: international mobile, landline or SIP phones are supported. After picking up, the engineer is offered to press "1" to answer the call. This ensures that the call reaches the required person, and does not land in any personal voicemail system or a mobile provider's announcement system.
If the on-call person is unavailable, the PBX prompts to leave a voice message, and then sends it as an MP3 attachment to the ticketing system.
We are glad to offer the network support and maintenance services to new customers. Also we can build a similar solution for your own support team.
For commercial inquiries, please write to email@example.com or call +41 79 407 0224.