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ITS Enterprise Telephony services SGCPBX
The “Downtown PBX”- based solely in Raleigh Digital (TDM) to the desktop – Adding VoIP Nortel CS1000M Release 6.0 Approximately 4500 users-15 agencies
Enterprise IP Telephony (EIPT) Geographically dispersed across the state IP and digital to the desktop High Availability design Avaya Aura Release 5.2 Approximately 6000 users-10 agencies
Archdale Call Coverage Next Steps:
Meet to discuss your Call Coverage Determine who will have EC500
Will need cell phone numbers Determine who will have Fax Messaging
Will need email addresses Determine who will have a Meet Me
Conference Bridge
Key Telephony Challenges Today
Increasing use of existing tools Telephone Conferencing Voice Mail
Working from anywhere By need … Teleworking, travel, virtual office By necessity …weather, pandemic, weather, strike, terrorism
Managing deployment of productivity tools Ease and Speed of deployment End user support Security Develop our own or off the shelf
Business
Increasing use of existing tools Telephone, conferencing, and VMail
Automation of call answering to improve call handling and consistency
Utilize features that improve flexibility with staffing required to support business processes
Linkage of the desktop phone to alternate business tools and communications devices
Expand conference capability to more users to enhance collaboration and save time
Enterprise Telephony tools
Call Coverage Hunt Groups Extension to Cellular Meet-me and desktop conferencing Messaging
What is call coverage? Ability to redirect an incoming call on a
predetermined path using various timers and available answer points
Call coverage is automated and follows a pre-programmed route
Call coverage can have up to six different alternate answer points.
Call coverage is activated only when an incoming call meets certain user defined redirection criteria
How is call coverage used? Essentially to reroute calls automatically
when the called party is unavailable to answer the call
Call coverage establishes the order in which calls are redirected to alternate destinations
Users define the criteria that governs automatic re-routing of calls
Call coverage can allow multiple paths for the call to take based variable criteria
Call coverage answer points can be… A voice messaging system An announcement A uniform call distribution hunt group (UCD) A direct department calling hunt group A coverage answer group A series of single extension numbers An ACD hunt group
A sample Call Coverage Call Flow
…receive calls from customers or staff1
…your phone rings
Call Cover point 1 gets call alert based on station status…
…answered by voicemailof the original called party if Cover Group 2 is unstaffed.
Caller hears no interruption in ringing.
Client calls…
Call Cover group 2 gets call alert based on cover
point 1 no answer. All Phones ring…
Call coverage is activated automatically based on pre-defined system parameters
2 3
4
Call coverage sending criteria can be… Sender user’s phone status e.g.
Active on another call All call appearances are busy Don’t answer Phone is in a send all calls state
Time of day, day of the week time schedule All calls must be screened Internal versus external incoming call
Call coverage on sender phone status
Active on any call Incoming internal call to coverage
or External call rings on phone
or All calls go to coverage
Busy on all call buttons All incoming calls go to coverage Last call appearance allows outbound call to
be originated
Send all calls feature button is activated All incoming calls go to coverage immediately
with short ring Can be automated according to a time of day
schedule
Call coverage based on time of day
DAY OF THE WEEK
TIME #1 SEND TO…
TIME #2 SEND TO…
TIME #3 SEND TO…
TIME #4 SEND TO…
MONDAY 00:00PATH 3Voicemail
07:30PATH 1Office
16:30PATH 2Cell phone
20:30PATH 3Voicemail
TUESDAY 00:00PATH 3Voicemail
07:30PATH 1Office
17:30PATH 3Voicemail
WEDNESDAY 00:00PATH 3Voicemail
07:30PATH 1Office
04:30PATH 2Cell phone
20:30PATH 3Voicemail
THURSDAY 00:00PATH 3Voicemail
07:30PATH 1Office
17:30PATH 3Voicemail
FRIDAY 00:00PATH 3Voicemail
07:30PATH 1Office
16:30PATH 2Cell phone
20:30PATH 3Voicemail
SATURDAY 00:00PATH 3Voicemail
SUNDAY 00:00PATH 3Voicemail
Hunt Groups: more traffic but less stress Allows equitable distribution of calls without an ACD
Hunt groups can route incoming departmental calls
Hunt groups can be a point in a call coverage path Allows users to be added to handle overflow call
volume during peak periods Hunt group members can be anywhere; on
another floor, in another building, even in another city
Hunt groups can queue incoming calls with status announcements
Hunt groups can be activated based on a time-of day schedule
Hunt group call distribution methodsHunt Group Types
Direct Department DialingDirect Department Dialing AKA the “Hot seat”. The system starts with the first extension in the group
and hunts for an available extension. If the first is busy, it checks the second extension, and so on. When it finds an available extension it connects the call.
Uniform Call DistributionUniform Call Distribution The system hunts for the agent with the lowest percentage of work time
since logging inOr
The system hunts for the agent who has been idle the longest since the last call.
CircularCircular The system routs calls in a “round-robin” fashion. The order in which the
hunt group extensions are administered determines the order in which the calls are directed. The system tracks the last extension in the order to receive a call and the next call is directed to the next extension on the list. Extension idle time is not considered.
Working from anywhere By need … Teleworking, travel, virtual office
How do you combine the proliferation of phone numbers and addresses to a manageable interface?
Match the users communications with the mobility of the desktop…
How do you maximize the advantages of Teleworking without investment in underutilized systems and equipment?
By necessity …weather, pandemic, strike, terrorism Business continuity is expected by the public especially
conditions are beyond your control Utilizing the web as an extension of the office
telecommunications network
Mobility Options
Find Me/Follow MeThe Find Me/Follow Me feature supports real-time Find Me allowing users to control where their calls are directed when away from the desk.
At the same time supporting Call Screening, along with pager and other advanced device outcall notification.
Extension to Cellular
Calls to an office number are extended to a cell phone, allowing users to receive work-related calls wherever they are and whenever they need to.
Desktop conferencing
Ad hoc desktop conferencing User controlled and
activated by use of conference button or “join” feature key
EIPT allows up to 6 parties on the desktop but no more than 5 outside parties, SGPBX allows six.
Display shows number or name of parties on the call
Participants can be dropped in the reverse order that each was added
Meet-me conferencingControlled conferencing that is
participant directed Meet-me allows up to six
participants on the conference Joining the conference
requires a pass code Participants being added
create entry tone Participants can all be on
outside lines external to the site
Meet-me bridges can be assigned to individuals, departments, conference rooms.
Meet-me owner controls pass code that can be changed at the discretion of the owner
919-754-1234
Integrated MessagingThere are two components to Integrated Messaging:
1st – Voice Messaging
Enables subscribers to create, receive, forward and manage voice messages within their e-mail clients, such as Outlook. NOT AVAILABLE AT THIS TIME
2nd – Fax Messaging
Enables subscribers to receive, edit, forward and manage faxes all from within the subscribers existing e-mail client.