Last week one of our customers called into the support number. He told us the C suite just purchased a new IP phone system, and he needed to make sure it meets business requirements and delivers promised cost savings.
He was frustrated because while the dinosaur of a PBX he has now is old, it works.
Both internal and external customers are happy because it provides consistent, reliable phone service. There aren’t any bells and whistles, but like the lights in the office, it comes on every day.
So now he has to get all new vendors and figure out how to transition his users over to this new system. He needs to develop a new numbering plan, figure out a roll-out plan, training classes and more.
He’s concerned about the other systems they use. Are they going to work with this new system? Will it provide reliable phone service? The call center manager is finally getting the reports she needs and knows how to work the call center software. What will happen now?
He asked Dan, our sales engineer, “Are there any systems out there that will help with this transition and work with what we have now as well as what we are moving to? Do I have to replace my VXTracker?
It’s almost like we paid him to ask that – but we didn’t. And for the record, “Yes. There are systems that will help with the transition. And no, you don’t have to replace your VXTracker.”
Knowing how to plan for a new IP system can be a challenge, but using the metrics from the VXTracker connected to his dinosaur PBX, Dan was able to walk him through planning for the change. They talked about using the current trunk/traffic report to see how many simultaneous calls they had. They then ran the performance analytic report and translated the trunk traffic average and maximum into bandwidth needs based on the codec for the new system.
While VXTracker couldn’t help him with the call center manager or the new numbering plan, we were able to get him started down the road to the new system. He felt better that he had a starting point to talk to the network team, as well as a plan for ordering bandwidth. We talked about adding VXPulse to test the calls across the bandwidth, keeping it in place for ongoing network monitoring & reporting.
Plus, he found a vendor he could keep! Prayers answered.