BTS’ CommsWare Operator Console delivers reliability and performance improvements at Swansea University - Prifysgol Abertawe.
The old switchboard console required each member of the switchboard team to have two PCs, one of which was dedicated for the console and had to have a non-standard keyboard.
These PCs were becoming unreliable and the University wanted a solution that would work from a single standard PC.
In addition to the replacement of unreliable equipment, the University had the following requirements:
As a long-time BTS call logging and directory customer, the University’s choice of the BTS CommsWare Console made sense. BTS worked closely with the University and was able to confirm that, through the use of different queues, a menu system and skills-based routing, it was possible to provide a solution to meet all of the University’s requirements.
The BTS Operator Console is now serving the needs of the switchboard team.
Geraldine Roberts (Telephony Support Manager) and Peter Deacon (Telecoms Manager) have found the ability to manage outgoing messages particularly useful during planned IT changes. For example, during the change of email system, most callers could listen to the outgoing message with no need to speak to a member of staff.
The switchboard team are making innovative use of the BTS Console Voice Recording option. With consent from callers needing 2nd line IT support that the voice recording of the call can be emailed onwards, switchboard staff can very easily and professionally pass on complicated requests for help to 2nd line IT Support. The University chose a number of optional items from BTS, including:
The benefits of the BTS Console were quickly realised by switchboard staff. In particular, its ease-of-use allowed them, with minimal training, to take advantage of a wide range of call handling features from a single PC.
The combination of an up-to-date directory and having all the functionality in a single place also improved the speed of call handling, providing a more professional service.
Through the use of different queues, switchboard staff now know which type of call they are answering - Switchboard, IT or Media - and in which language to respond to the caller.
Through the use of the BTS Console’s powerful Management Information, it is now much easier to manage and monitor the busy times of switchboard staff.
Geraldine Roberts (Telephony Support Manager) observed, “Working with BTS to deliver this solution has been a very positive experience for me and the team.”