Presenting Ian Roberts CIO Carillion · •Automated Attendant on Main Office number •Dial by name, dial by number •Frequently asked questions •Overflow to live operator •Successes

Avaya Platinum Service Expert Certified Partner

National Presence

4000+ Customer Installations

Presenting Ian Roberts – CIO Carillion

Partner in Customer Excellence

Servicing customers from 20 to 20000 End Points

Carillion Canada and their Complete

Migration to IP

“Been There, Done That”

Topics

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Who are Carillion Canada?

Where is Carillion Canada?

5

What is Carillion Canada?

• Facilities Maintenance & Construction

• 2011 revenue $1.1bn

• Massive growth over past 5 years

• ICT operating budget 0.25% of revenue

• Deliver all productivity applications via Citrix

• Acquired Vanbots Construction in 2008

• Consolidated to one office in 2009

Past

• 2008 – digital

• Separate voice & data infrastructure

• No DID – everything through receptionist

• Separate fax machines

• Limited voicemail

• Limited outgoing & incoming lines

• Bid closings via fax & phone, reception involved

• Bid invitations via WinFax

• Fax machines often engaged, faxes went missing

• Machine failure, out of paper, paper jams

2009: Move to New Office

• Shell & core construction; full internal fit-out required

• 250 seats plus conference facilities

• Eliminate risks around estimating process

• Remove fax machines

• Expand voicemail

• Provide DID to all permanent staff

• ACD capable – call centre?

• Must work with Cisco 6500 cores

• $250k budget

2009 Technology Solution

• Nortel/Avaya ERS5650 edge switches with POE

• Edge closets powered from datacenter UPS

• CS1000 telephony twin core, signalling servers, call pilot

• Bell Megalink service on PRI

• 1140E/1120E handsets

• 802.11a WiFi

• Call Pilot plug-in for Outlook working via Citrix

• Call pilot fax including fax printer

• MobileX

Business Benefits • Eliminated technology risk in bidding process

• Removed all fax machines

• Greatly improved communication responsiveness

• Unlimited inbound and outbound dialing, internal

conferencing

• Vastly improved voicemail capacity

• Voicemail to desktop (Outlook and Web)

• Voicemail via email

• Outgoing calls from Outlook

• Greater staff mobility; hand-off from handset to mobile device,

virtual log in, hot desking;

• ACD for IT Helpdesk

Challenges and Lessons Learned

• 600W PSU on ERS5650 insufficient to provide POE to all

devices

• Need to re-license stack if replacing an ERS5650

• Call-pilot plug-in and Citrix not perfect

• Licensing issues in Windows 2008R2

• Permissions settings for fax daemon

• MobileX takes up 2 voice channels

• DataValet style WiFi access proved too complex on Guest

network

2010 Expansion

• Extended IP telephony to all major sites in GTA

• 4-digit dialling between any desk

• Data lines only to sites

• Reduced internal site cabling costs

• Even greater mobility benefits

• Installed single IP handset in Vancouver

• 4-digit dialing between Toronto and Vancouver

• Vancouver staff can place local calls in GTA

2010 Lessons Learned

• Stable line needed to sites

• Can work via VPN

• QOS

• Bandwidth

• Separate external facing number needed for sites

• Individual greeting & calling tree

• EMS location presence

Present Business Drivers

• More established in FM – consolidating call centres

• More diverse – need standard toolbox

• More centralized: increased efficiency, increased risk

• More interconnected

• More mobile

• More with less

Present Technologies

• Survivable Remote Gateway

• Low cost solution

• Reduce calling costs

• Enable local EMS presence

• Local survivability

• Positives

• It works!

• It works via wireless

• Lessons Learned

• 911 testing!

• QOS/bandwidth

• Power Outage - settings

Present Technologies

• Avaya Aura Contact Center 6.2

• 15 Agents, ACD, Skills Based Routing

• Real Time Application Reporting

• Historic Reporting

• 1150 phones

• Successes

• Works within Virtual Machine environment

• Re-used existing hardware (TM server)

• Lessons Learned

• Start earlier, allow more time for testing!

• RTAR didn’t work, had to be reinstalled

• Historical reporting stopped due to cache error

• Not all phones were functioning on day 1

Present Technologies

• Call Copy

• Ability to record calls made via ACD queue

• Late identified requirement

• Successes

• Able to run in VM environment

• Low cost, software based solution

• Good audio compression, passive recording

• Fully remote install, friendly and helpful techs

• Lessons learned

• Remove encryption from voice traffic

• Allow more time than you think you need to implement

• Check your licensing

Present Technologies

• Automated Attendant on Main Office number

• Dial by name, dial by number

• Frequently asked questions

• Overflow to live operator

• Successes

• $90k p.a. reduction in staff on switchboard duties

• Works 24/7

• Consistent, professional image to callers

• Lessons learned

• Use professional voice artist

• Some Avaya built-in features can’t be changed

• Understand limitations before you start

Future Needs

• Disaster Recovery for CS1000 • Essential for call centre consolidation • Split cores between Production and DR sites • Use 2050 soft phones via VPN

• Move from Bell Megalink to SIP trunks • Lower cost of calling • More configurable and responsive

• Integrate CS1000 with MS Lync • PC to PC calling via phone handset

• Unified communications between cellular and landline • One number to call • Once voicemail box • Reduce cellular roaming costs

• SRG for Vancouver and Edmonton

Questions?

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