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.
When: TBD
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 | Services Impacted | Dates |
|---|---|---|
| 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 |
| Phase 7 | WebEx | TBD |
| Future Phases | Voicemail to Email. Instant Messaging Presence | TBD |
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