The Binomial Bookstore

CC/DRP - CALL CENTER DISASTER RECOVERY PLANNING SOFTWARE
by Paul F. Kirvan & Associates

Previously, the thought of developing a business recovery or contingency plan for call centers
-- particularly automatic call distribution systems (ACD) -- and other relevant information
systems was a major challenge. No more.

CC/DRP brings together the critical elements needed to build a call center business
recovery
plan. All you do is choose the plan elements you require, run them on a standard word
processor, edit them to your specifications, and you're done! It's that simple.

CC/DRP has no complex data base management systems to learn. No programming
experience is needed. CC/DRP is easy to operate. It will save you days, weeks, possibly
even months of valuable time. Now every telecommunications and information systems
professional can have a call center business recovery plan!

Future updates to CC/DRP will incorporate your input. After all, that's how CC/DRP was
develop - with input from call center professionals like you! In fact, future product updates for
those who purchase a complete system will cost a fraction of the original product. That's just
another way to keep your costs for call center disaster recovery planning as low as possible.

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REQUIREMENTS
CC/DRP Version 1.0 runs on the IBM PC, XT, AT, and compatibles. As CC/DRP is
comprised primarily of user files that run on a standard word processing system, we suggest
you check with your word processing system vendor for memory requirements.

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PLAN OVERVIEW
This Plan is segmented into specific sections:
Section 1 - GENERAL POLICIES. This section contains an overview of information
provided
in the Plan. It also provides the following:
1. Contains initial assessment and plan activation procedures;
2. Summarizes general responsibilities for monitoring recovery activities; obtaining and/or
providing necessary approvals, and directing recovery actions
3. Summarizes actions of Call Center Recovery Coordinator and other key individuals;
4. Summarizes recovery tasks to either provide services at an alternate call center
operations or command center or re-establish call center operations from the affected site;
5. Summarizes damage assessment and restoration tasks for call center equipment (e.g.,
ACDs), ancillary systems, data, forms, supplies;
6. Summarizes disaster declaration criteria;
7. Defines recovery time frames; and
8. Provides baseline business recovery plan format.
Section 2 - CONTINGENCY AND RECOVERY PLANS. Provides working models of
contingency and recovery plans for various situations. Guidelines are also provided for
proper utilization of planning materials provided.
Section 3 - PLAN MAINTENANCE, TESTING, ETC. Defines procedures and guidelines for
maintaining the Call Center Recovery Plan and its associated documentation. Also provides
guidelines on documentation, distribution and training.
APPENDICES. Contains various forms, procedures, agreements, etc.

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FILES

The files included in CC/DRP, Version 1.0. are:

SECT1 Opening introduction to the plan. Emergency calling lists. Primary contacts,
alternate contacts for vendors, local and long distance carriers, and other service providers.
Emergency authorization lists. Action guidelines for system (e.g., ACD) failure and recovery.
Table of contents. Management endorsement letter. Plan mission statement.
SECT1A General policies and baseline document for call center disaster recovery plan.
SECT2 Outline for call center business recovery plan. Subsections 2.1 through 2.16.
SECT2A Continuation of plan document; Subsections 2.17 through 2.19.
SECT2B Continuation of plan document; Subsections 2.20 through 2.25.
SECT3 Plan maintenance and ancillary activities associated with development of a plan.
Subsections 3.1 through 3.6.
BACKUP Backup considerations; guidelines for selecting the optimum backup strategy
for
your call center and its various systems and components.
FIRE Guidelines for fire prevention, fire suppression.
INSURE Insurance considerations; guidelines for obtaining optimum protection while
reducing premiums.
POWER Power considerations; guidelines for selecting the optimum power protection
systems.
README Instructions for using CC/DRP, copyright and warranty information.
RECORDS Protection of vital records and documents; guidelines for storage and
retrieval of critical documents, records and other assets.
SECURITY Call center security and access guidelines; both physical and logical
security issues are addressed.
STAFF Your recovery teams are the key to a successful recovery. This section describes
the most important teams in a business recovery program, as well as their responsibilities.
SURVEY When developing your plan, you need to obtain critical information from various
key individuals in your company. These questionnaires will help you get the data needed for
a
risk assessment or business impact analysis.
TEST Provides guidelines for planning, conducting, and evaluating a test of
your call center business recovery plan.
APPEN-A Provides a convenient tool for building a master directory of your business
recovery team members.
APPEN-B Provides a handy reference for identifying local, state and federal emergency
organizations and key contacts.
APPEN-C Provides a detailed summary of primary call center system vendors, local and
long
distance carriers and other suppliers; their primary and alternate contacts; type of products
and services offered; and expected response time frames for various outages.
APPEN-D Provides a detailed list of emergency suppliers, primary and alternate contacts,
type of products and services offered, and expected response time frames for various
outages.
APPEN-E Provides 14 frequently used business recovery forms, which can be customized
to
your own specifications.
APPEN-F Provides 12 support agreement forms for various key internal and external
recovery organizations. These documents provide an important means of ensuring all
members of the disaster recovery plan know their responsibilities and obligations, as well as
what they can expect from the telecommunications and/or call center administrative
departments.
APPEN-G Provides 20 valuable checklists to help you cover all the bases when
developing
a
call center business recovery plan. Simply select the checklist you need, and customize it
to
your specifications.
APPEN-H Provides a glossary of terminology.

LETTER FROM MANAGEMENT ENDORSING PROGRAM

MISSION STATEMENT.

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CONTENTS

SECTION I - GENERAL POLICIES
1.1 Introduction
1.1.1 Background
1.1.2 Scope and Objectives
1.2 Plan General
1.3 Identification of Key Personnel
1.4 Initial Response and Recovery Actions
1.5 Responsibilities
1.5.1 General Responsibilities
1.5.2 Specific Responsibilities
1.6 Recovery/Restoration Activities
1.6.1 ACD Damage Assessment Activities
1.6.2 ACD Recovery Activities
1.6.3 ACD Salvage Activities
1.6.4 ACD Restoration Activities
1.6.5 Supporting Checklists
1.7 Plan Documentation
1.8 Plan Distribution
1.8.1 Distribution List
1.8.2 Distribution Procedure
1.9 Plan Testing
1.10 Plan Maintenance
1.11 Disaster Scenarios
1.11.1 Types of Disasters
1.11.2 Where Disasters Occur
1.12 Critical Call Center Assets
1.13 Emergency Declaration Guidelines
1.13.1 Five Basic Levels of a Disaster
1.13.2 Decision Criteria
1.14 Recovery and Restoration Time Frames
1.14.1 1-6 Hours After Being Notified
1.14.2 6-12 Hours After Being Notified
1.14.3 12-24 Hours After Being Notified
1.14.4 24+ Hours After Being Notified
1.15 Plan Format
1.16 Budgeting/Funding

SECTION II - CONTINGENCY AND RECOVERY PLANS
2.1 Baseline Plan Organization and Structure
2.2 Introduction
2.3 Pre-Planning Activities
2.4 Plan Distribution
2.5 Security and Disaster Prevention
2.6 Disaster Preparedness/Security
2.7 Disaster Recovery Action Plans
2.8 Training Activities
2.9 Plan Documentation
2.10 Plan Implementation
2.11 Plan Testing
2.12 Plan Maintenance
2.13 Plan Training
2.14 Summary of Activities - Disaster Response
2.15 Summary of Activities - Disaster Recovery
2.16 Summary of Activities - Disaster Restoration
2.17 Detailed Activities - Disaster Response
2.18 Detailed Activities - Disaster Recovery
2.19 Detailed Activities - Disaster Restoration
2.20 ACD Recovery Considerations - General
2.21 Risk Analysis - External Risks
2.22 Risk Analysis - Internal Risks
2.23 Risk Analysis - Security
2.24 ACD Hardware Asset Recovery Activities
2.25 Site Recovery Plan

SECTION III - PLAN MAINTENANCE, TESTING, MISCELLANEOUS
3.1 Plan Maintenance
3.2 Plan Testing
3.3 Plan Documentation
3.4 Plan Distribution
3.5 Training
3.6 Service Prioritization

APPENDIX A - RECOVERY TEAMS
APPENDIX B - EMERGENCY TEAMS
APPENDIX C - VENDORS AND CARRIERS
APPENDIX D - EMERGENCY SUPPLY SOURCES
APPENDIX E - FORMS
APPENDIX F - SUPPORT AGREEMENTS
APPENDIX G - CHECKLISTS
APPENDIX H - GLOSSARY OF TERMINOLOGY

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GETTING STARTED

Getting started with CC/DRP is easy. Simply start up your word processor, e.g.,
WordPerfect, and copy the CC/DRP files onto a subdirectory designated for business
recovery planning. Use the files you desire, work with the enclosed application flow chart,
and
customize them to your specifications.

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HOW TO USE CC/DRP

CC/DRP is designed to be custom tailored to each user's needs for a call center disaster
recovery plan. Follow the enclosed plan development flow chart. Next, select the document(s)
you require. Edit them to fit your needs. Assemble them into a logical sequence that makes
the most sense to you. That's all you need to do. But to make sure, let's walk through a
quick
example:

OBJECTIVE: Build a recovery plan for a medium-sized call center with 25 agent positions. It
has a medium-sized ACD with 35 incoming trunks and 15 outgoing trunks.

1. Refer to the baseline plan model, found in Section II, Subsection 2.1. Determine
which elements of a full-scale plan you need for the office.
2. Select Checklists 1-3 from Appendix G to help you identify the critical issues to
address in your plan.
3. Use one or more SURVEY forms to research key risk data, system inventory
data,
and other pertinent information.
4. Determine disaster recovery team staffing by researching the STAFF file.
5. Refer to Section II, Subsection 2.20 to address overall recovery considerations
before developing plan.
6. Work with the Site Recovery Plan, Section II, Subsection 2.25, as your working
model. Expand this plan to support your specific requirements.
7. Refer to ACD Hardware Asset Recovery Activities, Section II, Subsection 2.24,
for
additional details.
8. Combine elements from each of these two Subsections into your base plan.
9. Refer to other items in Sections I and II for additional content and detail. Cut,
insert
and edit materials from these sections into your overall plan.
10. Add appropriate materials from Section III; use items from various Appendices for
further detail.

The secret to using CC/DRP is to review the materials in Sections I, II and III, plus all the
other
files before combining specific elements into a business recovery plan.

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SPECIAL OFFER:
Any two or more xx/DRP products purchased at the same time (TC/DRP, CC/DRP,
DC/DRP, HD/DRP) -- only $250.00 each!

Multi-user, multi-site and enterprise licensing available; call, fax, e-mail or write with your
specific requirements for a price quotation.

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1998, CD, WordPerfect format (compatible with MS WORD)
Order #DR-318 $295.00

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