The replacement of its legacy telephone system with a state-of-the-art Cisco Unified Call Manager posed a number of significant challenges for the Trust.The Trust was determined to ensure that the quality of the switchboard service was not compromised by ease-of-use issues or reliability problems.The Trust also wanted to address the longstanding issue of providing the operators with a powerful and accurate telephone directory that would be updated automatically, avoiding the need for significant time-consuming and therefore expensive editing.
The Trust had already invested in a BTS CommsWare Call Logging system and now decided to take the BTS CommsWare Console and Call Handling solution as well.
The call logging system’s powerful Microsoft SQL database was extended to include all the information that the operators required, and this then became the core of the call handling solution.
The Trust also deployed BTS’ Database Integration Service to deliver automatic directory updates and a single point of update for directory changes.
The Operators’ call handling capability was enhanced with BTS’ extension presence, using a Cisco TAPI integration, which allows them to see if an extension is available before trying to put a call through.
The South Devon Health Informatics Service team chose a number of optional items from BTS, including:
The benefits of the Console were quickly realised by the Operators. In particular, its ease of use allowed them, with minimal training, to take advantage of its wide range of call handling features.
The combination of an up-to-date directory and extension availability information enhanced the Operators’ confidence when putting calls through and noticeably reduced the number of returned calls.
Particularly popular with the Operators is the “Speed Dial” feature, which allows calls to be put through to individuals, extensions or departments with a single click, significantly reducing call handling time.
Hunt Group Plus has allowed cost effective call queuing features to be supplied to other areas managed by the Health Informatics Service, including a flagship GP Surgery, providing improved answering services via the existing telephony.
Simon Lobb (Telecoms Manager) observes, “It isn’t so often that you find a company with such an innovative product, backed up by so many years’ experience in the industry, and with such an established customer base.
The BTS system has proved itself an overwhelming success since deployment, in what is a very busy and demanding environment. The Voice Recording, Wallboard and Hunt Group Plus options in addition to the main system offer outstanding value for money. I am pleased to be working with BTS.”