lg-it Re: Off-Premise PBX Systems

From: Brendan Hooper <Brendan.Hooper@xxxxxxxxxxxxxx>
To: "lg-it@xxxxxxxxxxxxx" <lg-it@xxxxxxxxxxxxx>
Date: Thu, 10 Mar 2022 01:04:39 +0000

Thanks Elwyn/Ken, this is very timely for us also. We will be strategizing this
in the coming months and will be looking to leverage our Teams investment.

Just out of interest, will you be utilising specific Call Centre Manager
software?

We are currently a Cisco site with approx. 670 devices, 600 phone users
(including 30 soft phones via Jabber) and have Call Centre Manager/ Finesse. We
also have call recording in place - Eleveo (ex-Zoom International).

Brendan

Brendan Hooper
Coordinator Information Systems
Rockhampton Regional Council
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From: lg-it-bounce@xxxxxxxxxxxxx <lg-it-bounce@xxxxxxxxxxxxx> On Behalf Of
Elwyn Williams
Sent: Thursday, 10 March 2022 8:32 AM
To: lg-it@xxxxxxxxxxxxx
Subject: lg-it Re: Off-Premise PBX Systems

[External Email] This email was sent from outside the organisation – be
cautious, especially with links and attachments.

We’re migrating to using Microsoft Teams for enterprise voice.

We’ll start moving teams of users over in the next couple of weeks. Moving 800
desk phones.

Most staff already have headsets for their laptops for using Teams, so this
shouldn’t be too much on top

It supports creating IVRs really simply and the built in announcement voice is
undetectable from a human and has an Australian accent. Users can set delegates
and create their own hunt lists. Transfers are doable, and voicemail with good
voice to text as well.

Elwyn Williams
Senior Technology Analyst
Service Desk
Central Coast Council
PO Box 20 Wyong, NSW 2259
t: 02 4325 8888
m: 0403 188 373
e:
Elwyn.Williams@xxxxxxxxxxxxxxxxxxxxxxx<mailto:Elwyn.Williams@xxxxxxxxxxxxxxxxxxxxxxx>

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From: lg-it-bounce@xxxxxxxxxxxxx<mailto:lg-it-bounce@xxxxxxxxxxxxx>
<lg-it-bounce@xxxxxxxxxxxxx<mailto:lg-it-bounce@xxxxxxxxxxxxx>> On Behalf Of
Ken Apps
Sent: Wednesday, March 9, 2022 4:17 PM
To: lg-it@xxxxxxxxxxxxx<mailto:lg-it@xxxxxxxxxxxxx>
Subject: lg-it Off-Premise PBX Systems

[EXTERNAL EMAIL] Do not click any links or attachments unless you have checked
the sender and trust the content is safe. If you are unsure, please report this
to I&T Service Desk via the Portal.
Hi everyone

Our on premise Cisco UC phone system is coming close to end of life and we need
to look at what options are out there currently and I was wondering what type
of systems other Councils may have opted for in recent years.

We are a Council of 200 employees, we only have around 90 extensions including
hunt groups etc. We have only needed a maximum of 20 channels for concurrent
calls so we are not a big site when it comes to the number of individual
“lines” into our organisation.

From a functionality point of view, our organisation only has simple needs. We
haven’t implemented a IVR before, but in this day and age we definitely need to
implement a high level IVR to direct that first level of call and move away
from the tradition “phone switch”. Message bank, call transfer, call pick up,
hunt groups are most of the functionality our users have needed. A system that
would provide compatibility for both softphone and desktop hardware may be an
advantage although we haven’t yet canvassed Management for a preference. Mobile
phone app integration may also be a benefit.

One thing we learnt from Covid was that any new system needs to allow easy
access from home. Our existing Cisco system wasn’t initially needed for
external access and took a while for our Cisco provider to get the system to
work via our VPN and the Cisco softphone software.

We have invested in and using MS Teams in our organisation for virtual
meetings, chat and basic Teams groups, so pros and cons for integrating our
phone system needs with Teams would be greatly appreciated.

Cheers
Ken Apps

Ken Apps
Manager - Information Services
Phone: 0263402105
Mobile: 0409249242
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References:
- lg-it Off-Premise PBX Systems
  - From: Ken Apps
- lg-it Re: Off-Premise PBX Systems
  - From: Elwyn Williams

Other related posts:

» lg-it Re: Off-Premise PBX Systems- Elwyn Williams
» lg-it Re: Off-Premise PBX Systems - Brendan Hooper