VOIP in a university call center

Abstract

Can VOIP (voice over Internet Protocol) actually work in a university call center? There are a number of issues surrounding implementing VOIP. This session will discuss the type of equipment needed, both software and hardware. Detailed information about how a university went digital.We will start with what switches, servers, personnel, and maintenance were required. Then move on to the installation. There is a physical infrastructure that has to exist for VOIP, including integrating analog phone systems, network, and workstations.We will devote some time to the call center workstation, their requirements and specifications. The computers running the softphone utility have to be robust, fast and clean.No VOIP discussion would be complete without a report on the softphone utility. The University of Wyoming chose Frontrange Solutions Contact Center. We will go over its usage, answering calls, transfers, voice mail, feedback to the client and specialist, and what reporting statistics are available. There are a number of advantages over a standard analog system, including having a virtual helpdesk with the ability to remotely bring extra specialists into the call center and provide second-level support.We will discuss potential pitfalls such as network lag and disruptions, computer crashes, and windows OS problems.The University of Wyoming has tested multiple lines of headsets. Since these headsets must be USB in order to interact with the softphone, there are limitations. Should you choose wired or wireless headsets?Our discussion will conclude with a feasibility discussion on VOIP and prices involved with implementation.