Page 16 - 2020 OIT Progress Report
P. 16
BUSINESS AS USUAL
A significant portfolio of work was completed that was not directly related or initiated by the pandemic. These efforts provided new services, enhanced our web presence, and improved business processes to support the entire SMU community.
TELEPHONE & MODERN COMMUNICATION SERVICES
The summer of 2020 brought the culmination
of an intensive, multi-year project to modernize the campus telephone network for the new ways
of work. Our previous telephone system, first implemented in the early 1990s, was replaced
by a Voice over Internet Protocol (VoIP) system built upon the foundation of Skype for Business, with the capability of transitioning to the Microsoft Teams platform in the future. This new communications platform allows SMU phone numbers to be used from anywhere, including on mobile devices, home setups, and work computers. Old, traditional telephone handsets have been replaced by powerful, customizable AudioCodes devices that provide new features, more accessible functions, and improved audio fidelity.
The rollout of this new system was a massive undertaking, with OIT staff canvassing The Hilltop to audit, plan, train, and deploy. From the University Data Center to Expressway Tower to the Law quad, every campus building required exceptional attention to detail. While the pandemic posed many challenges to this undertaking, the ingenuity and flexibility
of technicians and customers alike allowed
14
3184
PHONES DEPLOYED
92
BUILDINGS UPDATED
2686
USERS TO ENTERPRISE VOICE
718
DEPARTMENTAL ACCOUNTS MIGRATED
for the successful completion of this critical infrastructure.
This project also included the implementation
of a cloud-based call center solution for areas
that require the capability to handle significant call volumes. The NICE InContact solution is
now being used by our University Operators, Enrollment Services, Facilities Services, and the IT Help Desk. This new communications solution was rapidly deployed just in time to allow staff to begin working remotely while continuing to answer calls. Serving our campus community is paramount, and that service did not stop during this pivotal time.
