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Incident Response

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  1. Incident Response
    Incident Reporting
  2. Incident Response Use Cases
    Lab Setup
  3. Role Playing - Shift Manager
  4. Demonstrating: Investigating and Escalating
  5. Report from Malware Analyst
  6. Exercise 1.1: Exploring Suspicious Executable Detected using SIEM
  7. Exercise 1.2: Investigating Multiple Failed Logins using SIEM
  8. Exercise 3: Mitigating Risk
  9. Exercise 4.1: Asking the Right Questions
  10. Scenario 4.1: Asking the Right Questions
  11. Scenario 4.2: Suspicious or Malicious?
  12. Exercise 4.2: Reviewing the Shift Log
  13. Exercise 4.3: Investigating an Unauthorized Login Attempt
  14. Exercise 4.4: Investigating Firewall Traffic
  15. Exercise 4.5: Reviewing the Security Operations Mailbox
  16. Exercise 5.1: Reviewing New Intelligence
  17. Exercise 5.2: Assessing Threat Severity
  18. Exercise 6: Recommending Remediation
  19. Exercise 7: Conducting a Post-Incident Review
  20. Exercise 8: Communicating with Operations and Senior Management
  21. Business Continuity
    Business Continuity Plan Development
    8 Topics
  22. BCP Invocation Process
    2 Topics
  23. Emergency Procedures
    7 Topics
  24. Crisis Management Team
    10 Topics
  25. BCP Seating Plan
  26. Overview
  27. Disaster Recovery
    Scope of Critical Services
  28. Network Services
  29. Application Hosting Service
  30. File Hosting Services
  31. Call Centre and Voice Recording Services
  32. Regulatory Links
  33. Thin Client Environment
  34. Voice System (Non-Service Desk)
  35. Printing Services
  36. Recovery Time Objective (RTO) & Recovery Point Objective
  37. Single Point of Failure
  38. Redundancy Requirements
  39. Alternate Locations
  40. Contact Protocol
    4 Topics
Lesson 31 of 40
In Progress

Call Centre and Voice Recording Services

1.1                    Call Center & Voice recording Architecture

Fig.1

1.2                    Scenario 1 >>>>>> Call Center server / DB / IVR failure

Description:  As shown in Fig.1 in 6.1 we have 3 Active Avaya Call Center servers and another 3 Passive servers in DC backed out with 1 Avaya Call Center server in DR.

We also have two Gateways in DC backed out with one Gateway in DR.

We have one IVR in DC and another one in DR.

We only have one Voice Recorder in the IT room near the DC (Same building).

Impact: High

Probability: Low, as we have several redundancy Call Center Servers in DC and another one in DR.

BCP:

  • In case of total failure of the call center at DC, our agents will use the other call center in DR.
  • In case that our call center agents couldn’t work from 6th of October for any reason (Inaccessible building, or communication problem) they will operate from Borsa premises on Cisco environment and Cisco Voice recorder.
  • In case of IVR failure, the DR IVR will be activated.
  • The bank has 3 years SLA with the vendor (SISCOM) with resident engineer for one year.
  • The bank keeps some spare parts in his place, and other spare parts at SISCOM side to be delivered within 6 hours.

RTO:

  • 30 min. to switch to DR site.
  • 1 hour to switch the short number to Borsa (in case of call center agent’s move).
  • 6 hours for H/W replacement.

1.3                    Scenario 2 >>>>>> Voice recording failure

Description:  Voice recorder exists in the IT room at 6th of October in the same building with the DC. It supports the Call Center agents. No redundancy to this device.

Impact:

  • Low, in case the Call Center provides view services only to the customers.
  • High, in case the Call Center provides transfer services to the customers, then they couldn’t work without the recorder.

The Call Center Agents will not be able to record their calls with the customers till the problem been solved.

Probability: High, as it is SPOF

BCP: It’s a business decision to continue working without the voice recorder, or to move the Call Center Agents to Borsa premises, working on Cisco environment, using the Cisco Voice recorder but without the IVR.

The bank has 3 years SLA with the vendor (SISCOM) with resident engineer for one year, and the vendor should provide replacement of the faulty part within 6 hours.

RTO:

  • 1 hour to switch the short number to Borsa (in case of call center agent’s move).
  • 6 hours for H/W replacement.