ITS Voice Services

Overview of Current Enterprise Voice Services

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.

Hunt Group Illustrations

DIRECT DEPARTMENT CALLING

CIRCULAR HUNTING

Incoming call

Incoming calls

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.