Telargen

Telecom Argentina Averts Major Customer Problems Resulting from New Numbering Plan

The Client

Telecom Argentina, one of the two local carriers in Argentina.

The Problem

Argentina experienced a major change of events in January, 1999, as the entire phone numbering system changed. Previous seven-digit phone numbers were replaced by a new 10-digit system. The impact of Servicio 120, as the project is entitled, will impact the entire telecommunications industry in Argentina, and present a significant challenge to Telecom Argentina.

• With more than three million users, Telecom Argentina must provide comprehensive information to all of its customers.


• Additional hardware was required to process the millions of calls and Telecom Argentina’s existing platform of more than 12 OmniVox® Intelligent Call Processors (ICP) had to be upgraded.

The Components

• 12 OmniVox ICPs from APEX Voice Communications (818.379.8400)


• 22 OmniVox 6.2.2 and 6.2.3 Upgrades


• One OmniNet® Network Services Manager for managing, administering and monitoring the performance of all OmniVox ICPs from a single point.

The Benefits

• Millions of calls are answered and resolved by the ICPs alone, thus reliving call centers of the influx of calls and Telecom Argentina with the consequential costs.


• Users are provided service 24 hours a day, seven days a week.


• Servicio 120 will use existing infrastructure that is also shared with other services provided by Telecom Argentina such as account balances, etc. Thus optimizing the initial investment.


• The open OmniVox architecture environment allows Telecom Argentina to have the freedom to choose its provider for all components of service.

The Post Mortem

“Thanks to OmniVox, our team of engineers were able to provide a high quality solution to our client with a smaller investment in man hours,” said Ricardo Panico, President of Daycom S.A.

The Plot

To alleviate the impact of the new telecommunications numbering system on its users, Telecom Argentina needed to deploy a system that would effectively verify destination numbers, provide sufficient information to the caller about the new numbering system, and process the calls appropriately.

In April, 1998, Telecom Argentina issued a request for proposal to APEX Value Added Resellers. They sought a solution developed with OmniVox because of several applications already in place using the software, as well as a means to optimize their investment. Daycom was chosen to move forward with the project. Immediately, meetings began with Telecom Argentina’s technical departments and staffs.

12 OmniVox ICPs were installed in six cities across the country. These, along with the other 22 OmniVox ICPs already maintained by Daycom for other services, were upgraded. Several Automatic Call Distributors were established to link OmniVox ICPs with the Central Telephone Information Database as well as call centers.

Users accessing the system are prompted for the destination number they are trying to reach. The system will run a specific algorithm that assigns the new 10-digit number. Upon confirmation with the information database, the caller is offered specific information about the new numbering system, and the call is completed. If the call can not be processed at the OmniVox ICP level, it will be transferred to the closest call center.

A very large advertising campaign has been deployed through television, radio, billboards, magazines and direct mail mediums to educate the public on the general use of Servicio 120. As millions of calls are being processed, Telecom Argentina is confident Servicio 120, backed by the success of OmniVox will provide the highest level solution for Argentina.