CALL MANAGEMENT & DISPATCH SERVICE - L3Harris
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CALL MANAGEMENT
& DISPATCH SERVICE
A flexible, resilient voice communications system
Call Management & Dispatcher Service (CMDS) offers a high- CONNECTION AT THE RIGHT
availability, resilient voice communications system to effectively TIME - EVERY TIME
manage field support teams with operators; it connects the right CMDS offers high-availability,
engineers with right operators at the right time, every time. real-time connection to unite
personnel where required,
PROVEN TECHNOLOGY SIMPLE APPLICATION including:
CMDS is built on MultiSwitch The service comprises of multiple >> Local operators
technology; a voice and data CMDS Dispatcher Terminal (CDT)
>> Remote operators
gateway software platform which clients working with a CMDS
can be used as an interoperability server. >> Supervisors
component between different >> Engineers
The CDT provides a simple
telephony infrastructures.
browser-based web-application
The application was developed through which an operator
DEPLOYMENT IN ANY
for the US military, in use over 30 can register with the system
ENVIRONMENT
years and operates on Commercial via a secure Internet Protocol
Off The Shelf (COTS) components (IP) connection on a variety of CMDS may be a standalone
with control software that can be telephony devices. The CDT client service or as part of a wider
customised. recognises the operator’s device integrated system, including:
from the CMDS server which
CMDS can be deployed in any >> Advanced solutions in
integrates with your existing
organisation, in any environment enterprise IT
telephony infrastructures allowing
and it can be operational in under >> Operational infrastructure
access at work, home or when
two weeks.
remote working. >> Cyber operations
>> Business support
L3Harris.com
EFFECTIVE OPERATIONS
ACROSS MULTIPLE ZONES
Operators can select an operational zone to take the number dialled or options selected, the auto-
sole or joint responsibility for incoming calls, call attendant routes the call accordingly.
back requests, voice messages and text messages
Incoming calls are routed to operational zones or to
relating to their zone.
specific operators and high priority calls are marked
An operator can select a call from shared queues in red, displayed at the top of any call queue to be
so several operators can easily handle the same answered.
queues together.
Callers may be offered options to wait on hold,
Supervisors can effectively allocate resources leave a voice message, request a call back, or send
across multiple zones, through having a view of the a predefined text message. These are messages
whole call landscape in real-time with CMDS. defined by the business, for example “Available for
Work” and “Arrived on Site”. The options offered are
When an engineer calls in, CMDS greets with
configurable based on which number is dialled.
customised voice prompts and, depending on
>> Customised voice >> Support for IVR
prompts & welcome call back requests,
messages voice messages
and customised text
>> Dedicated call messages
queues for each
configurable >> 99.999% high
CMDS
operational zone & resilience system
operator architecture
>> Shared call queue >> Scalable capacity
handling dependent Call Management & to fit the needs of
on operator zone PRIMARY SECONDARY SMBs and regional
ownership. Dispatcher Service operators.
PSN & Government Internet Connectivity
Network Connections as an Option
Customer’s existing network infrastructure
Secure IP Web-Based Dispatcher
VoIP PBX Connection CMDS works with the
Terminal compatible
customer’s existing with a variety of
phones Desktops, Laptops &
Tablets
L3Harris are experienced at
integrating with leading
VoIP PBX Suppliers:
Internet PSTN Private > Cisco
Mobile Radio
> Unify
> Asterix
> OpenPBX
Office A Remote Office B
CMDS INTEGRATION AND COMPATIBILITY
CMDS can be integrated into existing customer infrastructure allowing existing telephones to be used as well as a range of devices and
browsers.
HIGH-AVAILABILITY EFFECTIVE CALL
MANAGEMENT
ARCHITECTURE Key features:
>>High Availability (99.999%)
FOR SIMPLE INTEGRATION
>> Continuous health monitoring,
Centred on high-availability architecture, you can have a status and alerts
communications solution for any environment, integrated into your
>> Automatic failover within
existing infrastructure, fulfilling unique demands normally only
seconds of a critical failure
available through bespoke solutions.
>> Manual failover supported for
All CMDS deployment models require a SIP enabled VoIP PBX to maintenance
provide external telephony services. The MultiSwitch servers are
compatible with the major VoIP PBX suppliers, including: >> Engineer voice call interface
>> Per operator group Call Line
>> Cisco CallManager Identification (CLI
>> OpenSource FreePBX presentation
>> Asterix IP PBX >> IVR Auto Attendant
>> Unify OpenScape infrastructure >> Call Routing based on DDI or
IVR Options to an operator or
zone
DEVICE SUPPORT:
>> Wait on hold, leave a
>> Voice Over IP (VoIP) Handset voicemail, request a call
>> Mobile Phone back or send a predefined
>> Public Switched Telephone Network (PSTN) Handset text message
>> VoIP Soft-Phone >> Operational Zoning
>> Private Mobile Radio (PMR) >> Assign multiple calls to a zone
>> Private Branch Exchange (PBX) Handset >> Assign multiple operators to
a zone
>> Accept zone calls - notify
other operators who is dealing
with a call
>> Catch calls to zones with no
operators
>> One-Click Answer held calls
>> One click to select other calls,
another click to action - play
a voicemail, call back, delete,
etc.
PARTNER OF CHOICE QUALITY ASSURANCE
AND SUPPORT
We are dedicated to helping our customers to make mission critical
decisions with confidence. We offer:
For almost 35 years, we’ve established a strong software engineering >>System integration
pedigree in the development and through-life management of >> Development
complex information systems, data fusion solutions and mission
configurable communications. >> Installation
>> Tailored solutions to support
We have the expertise and agility to meet time-critical operational
customer requirements
requirements and with a proven record of assured delivery, we
collaborate with customers to help them to generate actionable >> Process-driven product
intelligence from the most demanding challenges of the information migration to our service
age.
CMDS
CALL MANAGEMENT &
DISPATCH SERVICE
A flexible, resilient voice
communications system
CMDS CALL MANAGEMENT & DISPATCH SERVICE
© 2020 L3Harris Technologies, Inc. | August 2020
L3Harris Technologies is an agile global aerospace and defense technology innovator, delivering end-to-end L3Harris, Rusint House, Harvest Crescent,
solutions that meet customers’ mission-critical needs. The company provides advanced defense and commercial Fleet, Hampshire, GU51 2QS
technologies across air, land, sea, space and cyber domains. United Kingdom
t +44 (0)1252 775700
f +44 (0)1252 775701
Email CMDS.ASA@L3Harris.com
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