Workplace Telecommunications

Workplace Telecommunications 1

An Assessment of

Workplace Telecommunications

Kathi Frangquist

NTC 360

William Roberts

July 11, 2005

Workplace Telecommunications 2

The telecommunication system at XYZ Corporation meets the needs of its medium sized business. Their phone system consists of 1,000 2400 series digital phones. These phones help to improve the efficiency and productivity of our organization and simplify the flow of information because of the enhanced features such as the ability to expand your 24 button telephone with additional 50 button expansion modules. With this phone system there's no need to change station wiring or cross connects, your staff can move telephone sets around without the help of a technician. This feature saves time and money for every day moves. Each phone has a full duplex speaker phone a 2x24 display size (lines x characters) and expansion unit ports. Our organization uses a PBX system to route voice data, and internal video transmissions, while we send all external calls through one or more lines to the provider's central office. Digital PBX acts as the gateway between users and external world. To connect to the outside, we connect to the public network with Sprint digital PBX trunks. Each digital trunk is delivered on a T1 (1.5 Mbps) line. PBX trunks provide individual phone numbers to all of our employees without purchasing individual, physical lines. The T1 bundle comes with many services which include: local loop access, 24 digital voice channels, configurable trunk lines, block of DID numbers, voicemail, a link to calling services.

Sprint digital PBX trunks can be configured with inbound or two-way direct inward dialing, or DID (direct inward dialing). Provide individual phone numbers for all your

Workplace Telecommunications 3

employees without having to purchase the physical lines. DID calls can reach the intended person quickly with no additional manual routing or need for an operator.

Because we are in multiple locations and the need to track employee hours we have implemented an IVR (Interactive Voice Response) system for time and attendance. Interactive Voice Response is a technology that automates interaction with telephone callers. Our organization has digital T1 lines. These lines are connected on one side to the IVR platform and, on the other, to call switching equipment. Our have IVR Applications (programs that control and respond to calls on the IVR platform) prompt callers and gather input. These applications call on existing databases and application servers to retrieve records and information required during the length of a call. The IVR scripts are designed using Visual IVR Script designer. Visual IVR allows fast and easy design of the IVR system. Visual IVR Script Designer is easy to learn, and allows a GUI for the entire IVR development process. Event Handlers link the modules to one another depending on the tone keys the caller pressed.

Our organization utilizes Citrix servers to enable on demand, secure, efficient and cost effective access for users. The Citrix platform consists of an end to end architecture for on demand access. This is a flexible and modular