Office Phone

CASE:

A municipal office approached KELCOM to provide a solution for a large number of telecommunication issues. KELCOM did a full telecom review and identified the following issues:
  • Excessive number of idle analog telephone lines causing unnecessary monthly charges and multiple invoices hard to manage
  • All incoming calls routed through the front desk causing long wait periods for callers and call overload for the receptionist
  • Telephone numbers published for multiple departments causing excessive advertisement costs
  • Inefficient communication with inspectors on the road
  • Inefficient voice mail and new message notification
  • Employees answering calls and providing information for departments where a message-only option could be utilized
  • Public emergency call routing setup cumbersome and unreliable
  • Remote locations not integrated

SOLUTION:

KELCOM created and implemented a solution that was easy to manage and easy to update. It incorporated remote sites and teleworkers, allowed for direct call routing, and provided multiple fail over routes for incoming calls and backup for the system database.

TELEPHONY:  The communication platform of choice was MiVoice Office 250, a versatile and user friendly platform made for the installation of up to 250 users and allowing for the integration of up to 16 remote sites.

VOICE: The PRI service from KELCOM was utilized to provide increased efficiency and the ability to route incoming numbers differently in order to drastically reduce monthly fees.

The solution was implemented over a two week period with the following results:
  • Consolidation of monthly services and bills using PRI digital services
  • Routing of incoming calls through Automated Attendant and Direct Inward Dialing (DID) numbers in order to route calls directly to appropriate departments, lowering receptionist's call load
  • One number identified as the main advertised number in order to cut down on advertisement costs (all other numbers moved to the newly installed PRI as DID’s and routed to the appropriate departments)
  • Every department got its own queue for incoming calls, cutting the waiting time for incoming callers
  • Every queue has its own failover destination - a voice mailbox where caller can leave a message or a second queue which routes calls to other agents
  • The Dynamic Extension feature was utilized so teleworkers calls are automatically routed to their cellular phones, personal mailboxes or to the backup answering position directly from their office extensions
  • For services which require informational messages only, multiple announcements were created and incoming calls were routed according to the type of information requested by callers, time of year, etc.
  • Remote access to system messages and announcements were provided, so all messages can be changed from remote locations easing system administration
  • Full call routing tree, queues, and failover routes were created for the case of public emergency
  • Individual Mitel IP telephone sets were used on remote sites, which drastically reduced the cost of implementation
  • A very useful feature of the system, HOT DESKING, was implemented, allowing staff to log-in to any available phone set while maintaining their extensions, speed-dial, voice mail, etc.
  • KELCOM provided extensive user and system administrator training, enabling administrators and staff to function independently
  • Additionally, both a 5 year Premier Equipment Warranty and a 5 year Software Assurance program were provided to ensure the operational functionality of the equipment

KELCOM's over all solution met all of the customer's requirements, resolved all challenges, and provided an excellent platform for future growth and expansion, all while consolidating their services into one easy manageable monthly service.