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Integrated Voice Contact Center -Phase I


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Summary: 

Install, configure, and migrate legacy TDM Voice Call Centers to Voice over IP Cisco Unified Contact Center Express platform.

Start Date: 
September 18, 2009
Go Live: 
June 30, 2010
End Date: 
June 30, 2010
Current Milestone: 
12/31/2009 - Determine which ASU Call Center groups are impacting the scheduling of upgrades to the Avaya Switch platform
Stage: 
On track
People
Sponsor/Champion: 
Adrian Sannier, Vice President and University Technology Officer
Project Manager: 
Mike Brown
Contact for more information: 
Dave.McKee@asu.edu
Associate VP University Technology: 
Max Davis-Johnson
University Technology Director: 
Dave McKee
More Info
Source: 
Executive
Department: 
UTO
Priority: 
Medium
Scope: 

Plan and implement a phased migration of 41 ASU call center customer groups with 562 Call Agents to the VoIP Cisco Unified Contact Center platform (IPCC Express).

All Milestones and Schedule: 
  • Identify existing ASU Call Centers - Completed.
  • Determine which ASU Call Center groups are impacting the scheduling of upgrades to the Avaya Switch platform - In Progress - 12/31/2009.
  • Prioritize call center upgrades, to first perform those impacting the Avaya Switch upgrade.
  • Perform design review to ensure IPCC Express is the correct solution for each call center prior to implementation.
  • Meet with each Call Center group, provide each with project plan for their migration, and schedule each groups migration.
  • For each Call Center Group:
  • Identify locations with CAT3 cabling, and perform CAT6 upgrades where required.
  • Perform Etherswitch upgrades, where required.
  • Perform VoIP upgrades and Call Center migration:
  • Pre-train customers.
  • Program contact center in IPCC system.
  • Program and place new handsets & PC based applications.
  • Perform cutover of phone numbers and Customer Call Center from Avaya to Cisco platform.
  • Remove old handsets.
  • Tear down retired telephone cabling cross-connects in building Telecomm Rooms and at Campus Primary Phone Switch/Frame Room.

Deliverables: 
  • Provide Interactive Voice Response (IVR).
  • Provide Automatic Call Distributor (ACD) service for 41 ASU customer groups, with Automated-Attendant and self-service applications.
  • Supports formal and informal contact centers - supports up to 300 agents.
  • Provide powerful automatic call distributor features, including conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data, and historical reporting.
  • Easy-to-use administration features.
  • Simplified business application integration.
  • Easy agent administration.
  • Increased agent flexibility.
Risk & Threats: 

ASU delaying implementation.
ASU changing technology requirements for Call/Contact Center requirements.

Links
Cisco Contact Center
Existing ASU Call Centers
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