Government Technology

"Communication System in a Box" Enables Seamless Disaster Recovery for Family Abuse Hotline


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July 18, 2007 By

Communication is a vital lifeline for any government organization -- especially those providing critical services that impact public health and safety. That's certainly true for the Florida Family Abuse Hotline. As a critical component in its disaster recovery plan, the organization is incorporating a Mobile Communication System from Avaya Inc.

The Avaya Mobile Communication System (MCS) offers full-featured voice and data capabilities that can be deployed at a moment's notice to a temporary office, remote location or disaster site. The unit supports analog, digital and Internet protocol (IP) communication devices and provides seamless connectivity over a phone line, data network, cellular system, satellite, radio or Wi-Fi network, the Internet and more.

The MCS can be delivered in a rugged, mobile case on wheels or installed in a vehicle ready for transport. Regardless of the packaging, it offers the same sophisticated communications applications used by today's largest global enterprises, made accessible from even the most remote site.

The Florida Family Abuse Hotline using Avaya's mobile system is a service of the Department of Children and Families, a high-profile, state-level agency. The 24-hour Hotline fields calls from citizens, case workers and law enforcement officers who are reporting the suspected abuse or neglect of children and elderly adults.

On a typical day, nearly 300 contact center agents handle between 1,000 and 1,500 contacts at the Tallahassee-based service center. Tallahassee is in the central part of the Florida Panhandle, a region plagued by hurricanes. That makes disaster recovery a critical component of the agency's information technology plan.


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