Pilot of VoIP-enabled Service

When the University began delivering services remotely, it became apparent that not all support practices transitioned effectively to this mode. Staff, particularly those who interact frequently with students and parents, needed a way to answer and respond to calls to their office numbers while working off-site.Interim solutions using traditional approaches have been only marginally effective. Voice over internet protocol (VOIP) represents the future of voice services at the university and is tightly coupled with other infrastructure investments. Based on this, ITS pursued Cisco Contact Center Express (CCX), a VOIP-enabled service that provides efficient call routing to both local and remote endpoints. We are currently coordinating a pilot of this technology with selected units that focus on student-centric services.  More information will be forthcoming as we assess its efficacy and determine next steps.