Problems – The first problem this company is experiencing is the phone service and lines are being handled by 2 different vendors, resulting in poor communication and integration between the 2 separate companies. The voicemail is only at one end and provided by 1 of the vendors. This causes voicemails to be left in the wrong mailbox and calls to “fall between the cracks”. The integration voicemail service is limited and poor. They are also experiencing poor quality and frequent “cracking” noises in the background of calls. The company is in the process of expanding and hiring people to work remotely from their homes in other cities, but have no way to keep them connected to the phone system ran from a corporate office. They have used softphones in the past, but found this to be difficult and cumbersome as compared to hardphones. Their main concerns are missing calls or having them routed incorrectly due to the current system and various voicemail issues. The secondary concerns are incorporating remote users, sound quality and appropriate training on how to use the new phone system.
Scenario Solutions – The main phone system is located in San Antonio with 1 remote user in Austin and 1 remote user in Houston. They need to be connected and have designated lines and voicemail accounts, while giving full access to the remote users in other cities. Therefore, this scenario calls for a VoIP solution to give equal access to all users. This system will also allow for proper routing and voicemail accounts to avoid missed calls and lost voicemail messages. The sound quality will also greatly improve thanks to QOS that will be provided. By merging their 2 separate vendors and system into one unified system, they can expect better integration and results. Hardphones will replace the softphones, and training will be provided for all users at the time of installation.
Pros – It allows flexibility for remote users to work from home and also allows the company to expand beyond San Antonio. All users can be tied in to the same phone system despite their different geographical locations. By switching to this type of VoIP set up, phone use is seamless and easy which allows uniformity between office numbers, lines and locations. A user in the corporate office can answer the phone and transfer to a remote user, or customers can dial a direct line for an employee. Voicemail is assigned to specific users and their numbers so there is no confusion, roll over or messages left in the wrong person’s mailbox.
Cons –Remote users are dependent upon their home internet connection, as the phones rely on internet to function. Voicemail and other components must be set up properly from the beginning and users must be trained (due to the fact that this system may be more elaborate and in-depth than previous systems they have used).