Voice Over Internet Protocol
The Department of Information Systems (DIS) hosts a statewide Voice over Internet Protocol (VoIP) network. The Unified Communications solutions unify voice, video, data, and mobile applications on fixed and mobile networks, delivering a media-rich collaboration experience across government agency, and institutional workspaces. These applications use the network as the platform to enhance comparative advantage by accelerating decision time, reducing transaction time, and improving employee productivity. The security, resilience, and scalability of the network enable easy collaboration every time, from any workspace.
The VoIP network is available to any state agency on the state data network. DIS strives to provide its customers with the latest proven technology in an effort to increase productivity and communication with the customer’s clients and coworkers.
The DIS VoIP architecture includes IP telephony, voicemail, instant messaging, and video conferencing. DIS provides a variety IP telephony endpoints that enable the customer to choose between basic handsets for those areas that are only occasionally used to high-end video enabled endpoints for users who require a fully integrated experience.
The Department of Information Systems VoIP network includes:
- Cisco Unified Communications Manager
- Cisco IP Telephony End-Points
- Cisco Unified Survivable Remote Site Telephony
- Cisco Unity Connection
- Cisco Customer Voice Portal
- Cisco Contact Center Enterprise
- User Guides Section
The integration of all of these systems provides each agency with the flexibility to customize its communication experience to suit specific needs.
Cisco Unified Communications Manager
Cisco Unified Communications Manager is the powerful call processing component of the Cisco Unified Communications solution. It enhances business productivity and facilitates agility by creating a unified workspace encompassing every combination of applications, devices, networks, and operating systems. Cisco Unified Communications Manager is a scalable, distributable, and highly available enterprise-class IP telephony call-processing system that delivers voice, video, mobility, and presence services to IP endpoints, media processing devices, VoIP gateways, mobile devices, and multimedia applications. Cisco Unified Communications Manager and the comprehensive Cisco Unified IP Phone portfolio provide highly secure, reliable, scalable, multimedia communications using an agency’s LAN and WAN. The solution works on an agency wide basis, replacing site-based private-branch-exchange (PBX) systems.
- The solution provides secure, resilient business communications using the power of the network.
- The standards-based architecture of Cisco Unified Communications Manager facilitates the use of business-specific applications.
- Flexible deployment models provide the same capabilities for all users: remote, branch office, headquarters, and mobile employees.
- This scalable solution provides growth for business expansion and change.
- This application offers high-fidelity audio to create an in-room presence experience.
Cisco IP Telephones
Agencies can take advantage of a wide array of Cisco IP endpoint solutions to meet its diverse business communications needs—from highly cost effective endpoints that deliver robust voice communication services as an entry to unified communications, to a full portfolio of media-rich endpoints supporting video, presence, and converged endpoint applications that address customer challenges—thus adding value to the business.
From wired and wireless LAN solutions, to software-based communication applications for PCs and mobile phones, to solutions for conference rooms and expansion modules for added scalability, the Cisco Unified IP Phone portfolio offers a comprehensive suite of solutions for your users.
- Cisco Unified IP Phone 7841
- Monochrome Display
- 10/100/1000 Integral Switch
- Up to 4 lines (3 On-Screen Speed Dials with 1 line)
- Intended for the majority of Office/Cubicle workers
- Cisco Unified IP Phone 8841
- Full Color Display
- Customizable background with your agency’s logo
- 10/100/1000 Integral Switch
- Up to 5 lines (4 On-Screen Speed Dials with 1 line)
- Intended for the majority of Office/Cubicle workers
- Wired and Wireless headset support
- Cisco Unified IP Phone 8851 with one 14 Key AKEM Expansion Module
- All the Features of the 8841
- Up to 33 lines (32 On-Screen Speed Dials with 1 line)
- Intended for workers with high call volume (i.e., Receptionists, Managers)
- Adds the ability to quickly dial and transfer calls with the use of Speed Dials
- Bluetooth Headset Support
- Cisco Unified IP Phone 8861 with two 14 Key AKEM Expansion Modules
- All the Features of the 8851
- Up to 62 lines (61 On-Screen Speed Dials with 1 line)
- Ability to add an additional AKEM for up to 85 lines (requires Power Cube 4)
- Additional USB port for charging a cell Phone or Tablet.
Common Area and Waiting Room Phones:
- Cisco Unified IP Phone 3905
- 2 Line Monochrome Display
- Supports Only 1 Line (No Speed Dials)
Conference Room Phones:
- Cisco Unified IP Conference Phone 7832
- 360-degree room coverage for spaces up to 172 square feet (16 square meters)
- Microphone pickup up to 7 feet (213 centimeters) from the endpoint
- Generous mute button to aid access from all sides of the endpoint
- Raised edge to ease handling and repositioning at the table or desk
- 3.4-inch (8.6-cm) backlit, monochrome, pixel-based display with an antiglare bezel to make viewing and interaction easier
Software-based endpoint applications:
- Cisco IP Communicator
- Cisco Jabber
Instant Messaging applications:
- Cisco Jabber
Cisco Unified Survivable Remote Site Telephony (SRST)
Cisco Unified Survivable Remote Site Telephony (SRST) software provides a unique, embedded feature set that runs on Cisco Integrated Services Routers. It takes advantage of the existing network in a remote branch office to provide multifeature call-processing redundancy for centralized Cisco Unified Communications Manager and Cisco Unified Communications Manager Business Edition deployments if the office WAN connection is lost. It supports up to 730 users per remote location.
A core component of a Cisco Unified Communications solution, Cisco Unified SRST automatically detects a network failure, auto configures the router, and maintains resilient call-processing services until WAN connectivity is restored; no manual intervention or remote IT staff is required.
For maximum investment protection, Cisco Unified SRST uses existing Cisco multiservice access routers and Cisco integrated services routers. Furthermore, Cisco Unified Communications Manager Express customers can migrate to Cisco Unified SRST licenses at no charge should growth dictate the need to move to a centralized call processing architecture.
Cisco Unity Connection
Known for its powerful voicemail, integrated messaging, and advanced features such as speech recognition and call-routing rules, Cisco Unity Connection is tailored to meet the needs of organizations with from 50 to 50,000 users. Integration with other communication applications, such as Cisco Unified Personal Communicator and Cisco Unified MeetingPlace, provides a smooth transition to unified communications. Cisco Unity Connection is an appliance platform based on the same Linux operating system as the Cisco Unified Communications Manager.
- For large multisite organizations, Cisco Unity Connection supports the digital networking of five nodes, allowing users to communicate from one location to another with ease and familiarity.
- With Cisco Unity Connection, users can access and manage their messages from their email clients, web clients, instant messaging applications, RSS feeds, and mobile devices. This scenario makes any time, anywhere access a reality.
- With integrated speech-recognition capabilities, Cisco Unity Connection provides hands-free message management, allowing users to play, delete, forward, and create new messages simply by speaking the command.
Cisco Customer Voice Portal
Cisco Unified Customer Voice Portal is an award-winning product that provides IP-based voice and video self-service. CVP combines open standards support for speech with intelligent application development and industry-best call control to deliver personalized self-service to callers either as a standalone IVR system, or transparently integrated with a contact center.
With CVP, callers can access and modify their accounts, place orders, get status updates, retrieve information, and resolve problems all without speaking to a live agent. However, if an agent’s services are required, CVP can queue the call and then transfer it to an agent along with information about the caller and their self-service session resulting in a smooth customer service experience.
- Cisco Unified Customer Voice Portal (CVP) can help ensure voice self-service to customers is consistent with business strategies by providing unique, personalized service to each customer.
- CVP can offset the high costs associated with assisted-service contact center agents by directing customer interactions to more cost-effective, personalized voice self-service applications.
- CVP’s unique call control abilities enable calls to be treated at the most efficient location, reducing or eliminating call transfer charges from telephony carriers.
- Customers can tap into web and middleware-enabled deployments elsewhere in the enterprise and use that information in self-service applications so that customers obtain a consistent, relevant experience.
Cisco Contact Center Enterprise
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. The application combines multichannel automatic-call distributor (ACD) capabilities with IP telephony in a unified solution, allowing companies to rapidly deploy a distributed contact center infrastructure.
Cisco Unified Contact Center Enterprise provides a state-of-the-art IP-based contact center solution that allows customers to smoothly integrate inbound and outbound voice applications with Internet applications, including real-time chat, web collaboration, email, and video. This integration allows a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen. The solution also provides an Expert Advisor option that expands the scope of the contact center by allowing presenceenabled enterprise knowledge workers to handle incoming customer calls without the need for the rigid tools and business rules typically found in formal contact centers. In addition, presence information is now integrated into the Cisco Agent Desktop, allowing improved interagent and expert collaboration and assistance.
- Cisco Unified Contact Center Enterprise segments customers and monitors resource availability to deliver each contact to the most appropriate resource anywhere in the enterprise.
- The solution profiles customers using contact-related data, such as the dialed number and calling line ID, and assigns the most appropriate resources to meet a customer’s needs based on real-time conditions (such as agent skills, availability, and queue lengths).
- Cisco Unified Contact Center Enterprise delivers a rich set of call events and customer-provided data to the targeted desktop as a contact arrives, personalizing service, and increasing efficiency.
- The application takes advantage of the presence to increase caller satisfaction through improved agent performance and knowledge worker expertise