Unified Communications (UC)
UC Phase Six - Call Centers
Why: The Avaya system will eventually be completely removed from BGSU and as a result a new call center system will be required. The Cisco Contact Center has been selected for it's ability to provide greater functionality and integration into additional BGSU systems.
What: Replace Avaya Call Center software with Cisco Contact Center software.
How: ITS and Netech will meet with each department utilizing call centers for analysis, training and migration options.
Impact: Existing Call Center users will need to evaluate current needs and determine appropriate new features to be enabled along with being trained on how to operate the Cisco Contact Center.
|Phase 1||Upgrade Network Switches||February through March 2013 - completed|
|Phase 2||Replace Voicemail System||March 2013 - completed|
|Phase 3||Unified Email System||April through October 2013|
|Phase 4||Telephone Upgrades||May through November 2013|
|Phase 5||Enhance 911||May through October 2013|
|Phase 6||Call Centers||TBD|
|Future Phases||Voicemail to Email.|