City of Beaverton’s Results
Prior to adoption of services with NocTel, managing the legacy phone system was a cumbersome and time consuming task requiring far too many steps in different contexts to implement. The simplicity configuring phone numbers, extensions, and routing allowed IT technicians to quickly onboard, exit, and adjust routing behavior for city employees. This also allowed IT to grant end users the ability to manage their own extension and its behavior while maintaining an audit trail to help remediate if bad configuration were applied by the user. Change history on entities such as phone numbers, extensions, and hunt groups also factored in when support tickets were issued to quickly resolve.
Billing departments within the city whose daily operations consist primarily of phone handling and back office tasks did not have a clear means of tracking performance. Before the implementation of NocTel Flow and reporting with NocTel Insight, such departments were operating off hunt groups ringing each applicable employee’s desk phone. In larger spaces this often led to confusion as to who would or could answer any given call. This lack of awareness of presence caused a degree of caller frustration as departments would appear unresponsive or unavailable.
With NocTel Flow, billing department staff are able to receive and place calls pertaining to their department while also maintaining separate office use direct extensions. Applicable staff are able to manage when they are able to take calls from the public regarding services, and are also able to know before answering calls what kind of inquiry is being presented and what language the caller should expect to converse in. By managing availability status for such calls, this allows staff to handle back office tasks undisturbed. Additionally, NocTel Flow allows supervisory/managerial users to visibly see what employees are currently doing to make real-time decisions, such as advising staff to defer back office tasks to handle more calls as the number of waiting individuals increases.
Reporting with the legacy phone system in both regular operation and in specialized billing department operations were rudimentary at best. Since the legacy operations were done with a hunt group, there was no clear definition of what other activities staff were doing beyond the answering of phones and call lengths. NocTel Insight providing standardized metric reporting on NocTel Flow activities gave management a window into not just the raw data, but also aggregation of metrics of interest such as average talk time, shortest and longest calls, staff activities, and call volumes with flexible filtering and drill up and down capability. With numerous export options, management could perform additional internal analysis on metrics or include them in their own report outs such as Powerpoint decks.
NocTel Go on mobile employee devices provided a consistent means to reach such employees on a direct extension number without the employee disclosing the phone number of the mobile device itself. When call forwards are used to send a caller who may be trying to reach an employee on their desk phone, if configured incorrectly can cause the forwarded caller to reach the voicemail of the mobile device. This can be undesirable - particularly as all contact with government employees are public record. When a call reaches the employee’s NocTel Go extension, the voicemail resides on the phone system where it is more easily managed as public record.
During migration, the use of intermediary hardware to segue NocTel with the legacy phone system helped ensure zero downtime and seamless co-existence. Employees and departments who had migrated to NocTel Talk could still dial the direct extensions of others who were still on the legacy system and vice versa. This allowed the city to migrate at its own pace to mitigate risk.