For ICANN’s location in Washington DC, the previous phone system Switchvox and various providers presented a strong baseline of expectations when considering seeking a new provider: a solution that could be customized, less expensive, and agile. NocTel provided a cost-estimate and ROI for switching service in collaboration with the Washington DC site personnel, where the lack of maintenance and licensing fees were greatly welcomed in addition to a lower base rate for calling. Being an organization where on call personnel were present, ICANN found the service level agreement of NocTel’s support an ideal fit. Personnel with on call duties found NocTel’s customizable call routing functionality conducive to allowing others to reach them consistently through their on-premises handset number or extension, but having calls route to a mobile device in the event an incident occurs while not on-premise. With customized call routing, on call staff can be reached at the same number or extension even when not on-premise helping those reporting incidents to effectively reach on call staff and on call staff responding more expediently to new incidents and receiving and providing updates. Both for normal operations and in the event of emergency, allowing handsets located throughout the organization to dial one another directly through extension streamlined communication – particularly when an individual at one location frequently contacts others outside their local office.
NocTel’s conferencing phones and deployment drastically simplified one of the more costly and frustrating logistical aspects or ICANN’s engineering team responsible for setting up meetings in different locations thrice annually. Prior to considering and adopting NocTel, ICANN engineers would typically rent conference rooms and conference phones at each venue. With 1500 or more in attendance per meeting, this adds up to a large cost to execute the event – especially when factoring in rates varied by the hosting country. With NocTel’s solution, ICANN’s engineers needed only to procure suitable Internet connectivity for VoIP, segregate voice traffic on a dedicated VLAN, and connect up the conference phones. Not only did this prove incredibly simple, but ICANN was able to enjoy a much more reasonable call rate as the conference phones were provisioned with USA local numbers and thereby adopting domestic rates when calling into conference bridges or to other domestic handsets.
In addition to the assessment of NocTel service for each of the scenarios ICANN faced, adopting ICANN personnel were given training by NocTel technical staff on how to administrate handsets remotely via the web-based Control Panel. This resource with NocTel’s online knowledge base and 24×7 support for issues and queries gave ICANN all the materials needed to better understand how NocTel’s hosted VoIP service would accomplish their goals to improve operations and reduce expense while providing flexible operation and features.