The University was looking for a fully integrated solution to address both telephone call handling and call logging.
It needed a solution that would work with its legacy Siemens PBX network and its new Cisco Unified Communications Manager.
It wanted a solution that could allow its telephone operators to work more flexibly, anywhere on the University’s network.
Alan Hillyer, Head of Telecoms at Oxford University, having previously been a BTS customer at Imperial College (1984 -2000), turned to BTS for a solution.
BTS provided the University with the CommsWare Operator Console, CommsWare Call Logging, the PhoneWare Web Directory and the PhoneWare Directory for Cisco Handsets.
It also integrated its Commsware database with LDAP, the Caplum cable management application, and the University’s internal Contact Search, allowing a single point of update for the University’s telephony data.
BTS’ PhoneWare provides the University with a comprehensive web directory, sitting on the University’s intranet, allowing departmental administrators to make name and detail changes to extensions in their departments, these changes then automatically being made available to the switchboard operators and the Cisco handsets.
BTS also provides a bespoke report to produce the University’s Printed Directory, running to 240 A4 pages.
With little training, the University’s operators were able quickly to answer and direct switchboard calls, entirely replacing the end-of-life iSDX consoles.
Alan Hillyer was particularly pleased with the optional items on the CommsWare Operator Console, including Call Recording and Wallboard Status monitoring.
BTS’ database integration exercise has greatly assisted Alan’s drive to improve data integrity and database convergence.
As for flexible working, when one operator had a knee operation and faced extended sick leave, he was able easily to use the CommsWare Operator Console while working from home, saving the University from having to spend significant extra money on temporary staff.