License Guidelines for Call Center/Hosted Call Center/Hosted Call Center Service Provider (HCCSP

Bangladesh Telecom Regulatory Commission

License Guidelines for Call Center/Hosted Call Center, Hosted Call Center Service Provider (International or Domestic):

2. Technical Conditions for Operation of Call Center/HCC/HCCSP Center

A. International Call Center/International Hosted Call Center:

The Call Center shall obtain the required connectivity including Satellite/VSAT bandwidth from Service Providers duly licensed by the Commission.
HCC operators will use the services of infrastructure of licensed HCCSP.
The connectivity between ‘Call Center’ and overseas client(s) shall be through IPLC (International Private Leased Circuit). IPLC connection is to be obtained from authorized submarine cable operator(s). The amount of bandwidth should be in proportion with the number of seats of the Call Center.
The primary connectivity would be through SEA-ME-WE 4 submarine cable or any other submarine cable(s) when available. The operator may have backup route through Satellite/VSAT until the availability of alternate submarine cable(s).
HCC operators can not have direct link with it’s overseas client(s). HCCSP will arrange required connectivity through IPLC.
The connectivity between HCCSP and HCC must be through local leased line. The leased line could also be point to point wireless link subject to frequency availability and allocation principles in force.
All Licensee must keep daily MRTG (Multi Router Traffic Grapher) records, for monitoring and measuring traffic load of the link and for making the records available to the commission.
No termination or connectivity is allowed to/from domestic PSTN, Cellular, Data or any other type of network other than point to point leased line between HCCSP center and HCC. Telecommunication network connectivity is allowed at foreign end through overseas clients’ PoP.
Both inbound and outbound international calls are permitted from the International Call Centers for call center service purposes only.
Call Centers must have provision for recording and storing all detail call data records (CDRs) for a minimum of 3 months.
Call Centers/HCCs operator shall ensure complete separation of local telephone lines used purely for office purposes from the Call Center/HCC/HCCSP network.
Interconnection between Call Centers for same overseas client is permitted with prior permission of the Commission for redundancy, backup and load balancing. Interconnections between call centers for different clients are not permitted.
Interconnection between any Domestic Call Centre and International Call Center is not permitted.
International and Domestic Call Center/HCC shall be located in separate premises.
Network Setup of the Call Center/HCC will not be extended by any means to another location other than the specified location.
Call Center/HCC operators will not configure the equipment to support remote agents.
The Call Center operator may be permitted to create VPN or apply encryption either by software or hardware. However, appropriate monitoring facilities are to be made available to the Commission/NMC, if required.
The Commission shall have the right to direct the telecommunication facility provider to apply monitoring facility with suitable recording system on any service extended to all types of Call Centers. Also, if directed, the Licensees, at their own cost, would be required to install the monitoring facilities.
The Call Center operator is permitted to maintain “Disaster Recovery Center (DRC)”, for the purpose of back up and working during disaster at the International Call Centre location. Operators will intimate the Commission immediately about the nature of disaster and will request the service provider to switch the connectivity to DRC. Dedicated local leased line would be used for interconnection with main call center only for backup purposes.
Call Center/HCC setup detail with proposed equipment, network diagram etc. would have to be submitted to the Commission with application for license. Permission of the Commission will be required for any change in setup. A sample of basic international call center diagram is attached.
Licensees will be allowed to import only call center related equipments with prior permission from the Commission. The Licensee is also required to inform the Commission of any local procurement of Call Center equipment.
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