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

Bangladesh Telecom Regulatory Commission www.btrc.gov.bd


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

2. Technical Conditions for Operation of Call Center/Hosted Call Centre/Hosted Call Service Provider Center

B. Domestic Call Center/Domestic Hosted Call Center:

The domestic Call Center operator shall obtain the required connectivity from Telecommunication Service Providers duly licensed by the Commission.
HCC operators shall use the services of infrastructure of licensed domestic HCCSP.
Connectivity is allowed to/from telephone network. For Hosted Call Center' telephone network connectivity may be provided by the domestic HCCSP.
Connectivity of HCC is not allowed to/from telephone network. HCC will have local telephone connectivity through HCCSP only.
The list of telephones or other types of connectivity obtained for the Call Center has to be submitted to the commission. The number of telephones or other types of connectivity bandwidth should be in proportion with the number of seats of the Call Center.
The connectivity between HCCSP and HCC must be through local leased line.
No termination or connectivity is allowed to/from international, internet or Data network other than point to point leased line between HCCSP Center and HCC.
Call Center must have provision for recording and storing all detail Call Data Records (CDRs) for a minimum of 2 months.
Interconnection between ‘Call Centers’ of a same 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 Commission shall have the right to direct the telecommunication facility provider to apply monitoring facility with suitable recording system on any service extended to Call Centers. Also, if directed, the Call Center operators, at its own cost, would be required to install the monitoring facilities.
The Call Center is permitted to maintain and interconnect with the DRC, for the purpose of back up and working during disaster at the domestic Call Centre location. Operators will intimate the Commission immediately about the nature of disaster.

C. HCCSP Center (International & Domestic):

The HCCSP operators shall obtain the required connectivity including Satellite/VSAT bandwidth from service providers duly licensed by the Commission.
The connectivity between International Call Center Service provider and overseas client(s) of the Call Center(s) would be through IPLC. IPLC connectivity is to be obtained from authorized submarine cable operator(s). HCCSPs shall arrange adequate overseas connectivity for the HCCs. The amount of bandwidth should be in proportion with the number of seats of the HCCs. The list of telephones or other types of connectivity obtained for the Domestic HCCSP has to be submitted to the commission. The number of telephones or other types of connectivity bandwidth should be in proportion with the number of seats of the Domestic HCC.
The connectivity between HCCSP and HCC must be through local leased line.
The HCCSP center must keep daily MRTG records, for monitoring and measuring traffic load of the links and for making the records available to the commission.
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).
For International HCCSP center, 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 with HCC and overseas connectivity. Telecommunication network connectivity is allowed at foreign end through overseas client’s PoP.
Domestic HCCSP Center will have local telephone network connectivity required by its domestic HCC clients for call center services. But it will not have any internet or overseas voice/data connectivity.
Both international inbound and outbound calls of connected international HCCs are permitted through international HCCSP for call center service purposes only.


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