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Tuesday, March 3, 2020

From the CIO and Vice President for Enrollment, Marketing, and Communications

Posted: Tuesday, March 3, 2020

VoIP Phase 1 (Moot Hall) Is Complete

IT Enterprise Infrastructure Services has completed replacement of all analog phones in Moot Hall with voice over Internet protocol (VoIP) technology. The offices in Moot Hall using VoIP technology are Admissions, Financial Aid, Registrar, and Student Accounts.

VoIP technology reduces reliance on traditional telephone lines; calls are routed over the campus network. This results in cost savings for the campus from reduced telephone (Verizon) charges. At the same time, VoIP adds features that were previously unavailable to create new efficiencies and improve customer service.

In addition to VoIP service, an executive call center (ECC) was implemented for each department in Moot Hall. The ECC implements a routing workflow and call queue customized to each department. Now managers can see how many calls are on hold and assign additional staff members to take calls. Managers can set up workflows to direct unanswered calls to backup agents who answer phones only when all phones are busy. Much of this can be seen via a desktop application, and specific reports may be run for analysis. 

Each office can also record and activate specific messages based on what is happening in the office (for example, the office is closed for a holiday or the office is closed because of inclement weather). Targeted information relevant to a specific office can be recorded and delivered to customers on hold. None of this was possible before VoIP.

Thank you to all the staff in IT and Moot Hall who made this project a success. The offices in Moot Hall are already seeing improvements.