AIRS – Telecom Survey – September 2007
1. What type of phone lines does your I&R service have?/ Response
Percent / Response
Count
POTS ("plain old telephone service") / 36.7% / 33
Centrex / 6.7% / 6
T1 / 46.7% / 42
T3 / 3.3% / 3
PRI / 6.7% / 6
/ answered question / 90
2. How many phone lines does your I&R service have (or what is their capacity)?
/ Response
Average / Response
Total / Response
Count
/ PRI
/ 26.44 / 238 / 9
/ POTS ("ordinary lines")
/ 7.74 / 294 / 38
/ Centrex
/ 16.50 / 99 / 6
/ T1
/ 35.79 / 1396 / 39
/ T3
/ 12.33 / 37 / 3
/ answered question / 87
3. Who is your local telephone service provider(s)?
/ Response
Percent / Response
Count
AT&T / 47.0% / 31
Century-Tel / 6.1% / 4
Qwest / 16.7% / 11
Sprint/Embarq / 6.1% / 4
Time Warner / 4.6% / 3
Verizon / 30.3% / 20
Other (please specify) / SBC and Cincinnati Bell /
Cavalier
Sovernet
COX Cable
FiberComm
Sovernet
paetec
PAETEC
alltel
Florida Digital Network
XO Communications
Vermont Tel
SNIP, Sprint, ATX, AT&T
ATX
XO Communications
Midcontinent Communications
Astrotel
FRONTIER
State Contract
VOIP through CSI
UCN
Hawaiian Telcom
Communications Options Inc.
McCloud
Deltacom
XO Communications
Level 3 (ICG)
Paetec
Wilnet Communications
ITC Deltacom
Windstream
/ 31
/ answered question / 66
4. If you have a separate long distance telephone service provider(s), what is the name of the vendor(s)?
/ Response
Percent / Response
Count
Alltel / 2.3% / 1
AT&T / 48.8% / 21
Century-Tel / 0.0% / 0
Comcast / 0.0% / 0
Qwest / 23.3% / 10
Sprint/Nextel / 9.3% / 4
Time Warner / 2.3% / 1
Verizon / 20.9% / 9
Other (please specify) / SBC and Cincinnati Bell /
Cavalier
Sovernet
COX Cable
FiberComm
Sovernet
paetec
PAETEC
alltel
Florida Digital Network
XO Communications
Vermont Tel
SNIP, Sprint, ATX, AT&T
ATX
XO Communications
Midcontinent Communications
Astrotel
FRONTIER
State Contract
VOIP through CSI
UCN
Hawaiian Telcom
Communications Options Inc.
McCloud
Deltacom
XO Communications
Level 3 (ICG)
Paetec
Wilnet Communications
ITC Deltacom
Windstream
/ 19
/ answered question / 43
5. Does your I&R call center phone system use VoIP?
/ Response
Percent / Response
Count
Yes (If "Yes", then answer either question 6 or 7) / 25.3% / 23
No (If "No", go on to question 8) / 74.7% / 68
/ answered question / 91
6. If you are operating as a single call center with a hosted service, who is the provider? (A hosted service is a hardware/software solution provided by a vendor as a service rather than as a product. You do not typically need to buy any equipment to use the service.)
/ Response
Percent / Response
Count
UCN / 0.0% / 0
Five 9 / 0.0% / 0
Oracle / 0.0% / 0
Virtual Hold / 0.0% / 0
Not applicable / 100.0% / 27
Other (please specify)
1. We use VoIP for after hours remote staff only; We use hardware from a company called TSA Choice for this.
2. Altigen
3. Metronome /
/ 3
/ answered question / 27
7. If you are operating as part of a call center network (for example, a statewide 2-1-1 system as in Indiana and Texas) and you have a hosted service, who is the provider? (A hosted service is a hardware/software solution provided by a vendor as a service rather than as a product. You do not typically need to buy any equipment to use the service.)
/ Response
Percent / Response
Count
AT&T Route-It / 6.9% / 2
UCN / 3.5% / 1
Five 9 / 0.0% / 0
Oracle / 0.0% / 0
QwestEZRoute / 3.5% / 1
Virtual Hold / 0.0% / 0
Not applicable / 86.2% / 25
Other (please specify) 1. currently using VPN over Network
2. self-host /
/ 2
/ answered question / 29
8. If your agency or organization uses a telephone system (i.e. the hardware), who is the manufacturer/vendor?
/ Response
Percent / Response
Count
Avaya / 18.8% / 13
Cisco / 13.0% / 9
Inter-Tel / 13.0% / 9
Mitel / 7.3% / 5
NEC / 14.5% / 10
Not applicable / 7.3% / 5
Nortel / 26.1% / 18
Shortel / 0.0% / 0
Siemans / 0.0% / 0
Also please add model/version number: / Norstar
Altigen /
IP Office; Versions 3.0 - 4.0
Altigen / System Tamers
Executone Model 32
Vodavi
Axxess by Inter-Tel
T7316E
Lucent/Merlin
Lucent/Partner
NT4X35
Ameritech
BSB Communications (8.2 version)
S8710, V3
7941
CallPilot 100/150
NEC Aspire Telephone System with ACD
IP Office
30BHG06 NAT
/ 19
/ answered question / 69
9. If you are using a telephone system that is not listed above, what is the manufacturer/vendor name and model/version number?
/ Response
Count
ESI /
Toshiba DKT2010 SB (Digital)
Vodavi 3015-71
Samsung
Toshiba dkt2020-sd
Altigen
Panasonic KX-T123211D
Comdial FXII
Altigen 5.1
MERIDIAN/M73109610/NT8B20AF-35
Executone Model 32
Microtel
Vodavi
Lucent/Merline
518-456-341
Nortel
N/A
3Com
Comdial 7600-00 HAC
Asterisk Open Source PBX
Execufone/Execuritve Series
Samsung Prostar PCS
Tadiran Telecom
esi
ESI IVX E-Class with the ESI Feature Phone
Altigen
Amtelco Infinity
/ 27
/ answered question / 27
10. If you are using an ACD (Automatic Call Distributor), is that a basic or enhanced ACD? (A basic ACD just routes calls. An enhanced ACD provides tools and information to the agency as well as routing the calls.)
/ Response
Percent / Response
Count
Basic / 13.8% / 12
Enhanced / 48.3% / 42
Not applicable / 37.9% / 33
/ answered question / 87
11. If you are using an ACD, who is the provider?
/ Response
Percent / Response
Count
Avaya / 13.0% / 7
Cisco / 9.3% / 5
Inter-Tel / 11.1% / 6
Mitel / 5.6% / 3
NEC / 11.1% / 6
Nortel / 20.4% / 11
Not applicable / 29.6% / 16
Shortel / 0.0% / 0
Siemans / 0.0% / 0
Other (please specify) / UCN /
Altigen
Quick Q
Altigen
Microtel
Perkins Communications System
UCN
Getting one soon!
Hawaiian Telcom
Sigman - soon to be Tribox CE
All-Tronics
Samsung - part of phone system
Sprint Coral Jet
ESI
altigen
Amtelco
/ 16
/ answered question / 54
12. If you are using autoattendant and/or IVR, how is that used within your I&R call center? (You may provide more than one answer)
/ Response
Percent / Response
Count
For language selection (e.g. for Spanish calls) / 48.1% / 25
For links to specialists in other areas (e.g. legal, domestic violence) / 23.1% / 12
To reduce or eliminate phantom calls for 2-1-1 / 82.7% / 43
To reduce or eliminate phantom calls associated with 1-800 numbers and predictive dialers / 28.9% / 15
Other (please specify) / IVR - Survey of how 211 calls were handled /
Above answers are for Qwest EZRoute; also use Symposium Express in call center to route calls to appropriate skillset based on number pressed in Qwest IVR.
eliminate phantoms and connect to the 5 other 2-1-1 call centers in the state
inform caller
Provide Information to Callers
Customer Call Back Surveys
We insist on live operators to answer the phones
link to directory, other extensions & voice mail
just different depths
Regional routing to sister I&R sites
TTY
Routing to TTY for deaf callers (tones)
Do not use an AA or IVR
/ 13
/ answered question / 52
13. Do you have a call reporting system? (Call reporting means collecting and providing statistics and reports on call times, average hold times, speed of answer, etc.)
/ Response
Percent / Response
Count
Yes / 67.8% / 61
No / 32.2% / 29
/ answered question / 90
14. If you do have a call reporting system, what type of system is it?
/ Response
Percent / Response
Count
Not applicable / 26.6% / 17
Came with ACD equipment / 68.8% / 44
Excel/Access / 4.7% / 3
Other (please specify) / ESI /
Qwest Control statistics (through Qwest EZ Route)
CCC (Compact Call Center) an Avaya IP Office add-on
Altigen
Revolution V2.6
Manual (Contact Sheets)
CISCO Historical reports
Verizon Report
Call Center Suite
Quemetrics
CCC Reporter
Taske
Amtelco Infinity
/ 13
/ answered question / 64
15. If If you do have a call reporting system, what is the product name?
/ Response
Count
Symposium /
Inter-Tel
NEC
Vision Communication
NEC
Use both Symposium Express, and Qwest EZ Route reporting.
UCN's InContact
NEC indepth
TASKE
Nortel
NEC InDepth
Cisco Historical Reports
Alti-Report & CDR
Part of ACD
Compace Call Center (CCC) Avaya Product
Avaya IP Office
Call Manager
Our Call Routing system provides some level of reporting...through AT&T Route-It
Web Call Accounting
Call Center Works
Discovery Manager
We are in the process of converting our Database system to the NC North Lights System which will have that component in it.
InContact
n/a
Cisco CRA Historical Reports
Call Center Suite
ECAS
REFERr Caller Module
BCMS
Tapit EX
Queuemetrics
Nortel Networks
NEC InDepth+
All-Tronics?
Avaya CCC
BCMS Vu
Nortel BCM 50
CCC Reporter, Delta Server
Umm..something that came with Inter-Tel's system
CISCO for ACD portion, Tapestry for caller/contact/referral information
DataView (doesn't work consistently...)
Symposium
BCMS Vu
Taske
Coral Jet
Nortel Networks
Our system is part of the ESI ACD
Altigen
UCN
Symposium Express
Amtelco Infinity
Nortel Networks Flash ACD MIS
/ 52
/ answered question / 52
16. Do you have a call recording system? (Call recording means actual audio recordings of both sides of the telephone interaction).
/ Response
Percent / Response
Count
Yes / 33.0% / 30
No / 67.0% / 61
/ answered question / 91
17. If yes, what is the name of the call recording system?
/ Response
Percent / Response
Count
ASC Telecom / 0.0% / 0
CallCopy / 0.0% / 0
Envision / 0.0% / 0
eTalk / 0.0% / 0
Nice / 0.0% / 0
Not applicable / 51.2% / 21
Verint / 4.9% / 2
Voice Print / 0.0% / 0
Included in telecom service or hardware / 43.9% / 18
Other (please specify) / Call Parrot /
Altigen
Mitel system
Each call center has ability to record short bursts. The main call center has Avaya Contact Store
Altigen - AltiPlayer
NEC - part of the phone
CISCO VP
InContact
NEC
Omnicron
Amtelco Infinity
/ 11
/ answered question / 41
18. If you are using a call recording system, how does it operate?
/ Response
Percent / Response
Count
A. Records all calls / 11.3% / 7
B. Records specific calls (on-demand) / 27.4% / 17
C. Records a percentage of calls / 0.0% / 0
A and B / 4.8% / 3
A and C / 0.0% / 0
B and C / 0.0% / 0
A, B and C / / 3.2% / 2
Not applicable / 53.2% / 33
/ answered question / 62
19. If you are using a call accounting system, who is the provider? (Call accounting allows you to document telephone call usage, calculate billing rates and provide reports on information such as calls transferred, caller IDs and internal numbers dialed.)
/ Response
Percent / Response
Count
IntegraTRAK / 0.0% / 0
ISI / 0.0% / 0
Micro-Tel / 2.4% / 1
Not applicable / 95.1% / 39
Telemate Net / 0.0% / 0
Veramark / 2.4% / 1
Other (please specify) / Qwest EZ Route (QCC) reports. Also have Nortel OTM call accounting available (but do not use at this time)
UCN
paetec
TASKE
PAETEC
Altigen
PrairieFyre Software Inc
Altigen Advanced
CISCO
TAPIT EX
Part of our reporting system
Inter-Tel
Call Anywhere
Win sense
altigen
ECast
Amtelco Infinity
/ 17
/ answered question / 41
20. If you are using CTI (Computer Telephony Integration), what is the name of the vendor?
/ Response
Count
Cisco /
Not applicable
N/A
Altigen
Revolution
n/a
Cisco Call Manager
N/A
Avaya
Black Box
/ 11
/ answered question / 11
21. If you are using IVR/Menuing, what is the name of the vendor? (Note: IVR = Interactive Voice Response)
/ Response
Count
IVR from Softel Communications, Inc. Server made by Rackable Systems. /
Qwest EZ Route
Through UCN
nec-tci
NEC- TCI
Cisco
Not applicable
Investigating possible use and vendors
Cisco
Altigen
J & J Communication
UCN
n/a
Cisco Call Manager
N/A
Avaya
n/a
Mitel
/ 18
/ answered question / 18
22. If your system allows you to use "remote agents", what is the name of the vendor? (A remote agent is an I&R Specialist not located in the same physical space as your call center)
/ Response
Count
Inter-Tel /
NEC
ELI
Use Qwest EZ Route to route calls to 3 different call center partners based on Time of Day/Day of Week.
UCN
forward calls through paetec
CenturyTel/Nortel
forward calls through PAETEC
Cisco
Altigen
We have capablity but are not using it
Avaya (IP Office capabilities)
Technically, we can add remote agents, but elect not to at this time (cost and supervision reasons).
Altigen
Using same hardware setup by dialing in
UCN
n/a
Cisco Call Manager
N/A
Avaya
3Com
NEC
Asterisk VoIP PBX system
Sprint - Circut Switch Manager
TSA Choice
Black Box
Inter-Tel
CISCO
Resource House for I&R Software
Sprint Coral IPX
Nortel Networks
Nortel
/ 32
/ answered question / 32
23. If you are using remote agents, how are they being used? (You can provide more than one answer)
/ Response
Percent / Response
Count
Routinely by home-based staff / 19.2% / 5
Overnights to home-based staff / 34.6% / 9
Weekends to home-based staff / 26.9% / 7
Overflow to other I&Rs / 23.1% / 6
Only in disaster situations / 34.6% / 9
For specific staff situations only (e.g. person with disabilities or someone on parental leave) / 26.9% / 7
Other (please specify) / Backup for overnights & disasters /
Both Overflow, and Time-of-Day routing.
Weekends and Holidays
Not using remote agents at this time.
Staffing Shortages & Emergencies
Not applicable
N/A
Currently testing for Routine home-based staff
all statewide calls are routed to Las Vegas call center from 8 am to 4 pm, Monday through Friday, and to the Reno call center from 4 pm to midnight, Monday through Friday and from 8 am to 4 pm on Saturday and Sunday, calls can also be routed to either center during a disaster situation or can be split between call centers if needed.
calls handled by a remote 211 provider overnight 7PM - 7AM
/ 10
/ answered question / 26
24. Do you have voicemail? And if so, what is the name of the vendor?
/ Response
Percent / Response
Count
No / 17.1% / 15
Yes / 83.0% / 73
Please specify vendor: / Call Pilot by Nortel /
Inter-Tel
NEC
Through phone company, AT&T
211 is a program of Family Service Agency; FSA has voicemail: Frontier Communications
NEC
All Links
Meridian CallPilot; however, no 2-1-1 calls to to voice mail, since calls are routed to 3 partner call centers 24/7/365 based on Time-of-Day routing
Verizon
Avaya
Lucent Partner Mail
Inter-tel
Sovernet
CenturyTel/Nortel
Meridan
NEC- TCI
VERIZON
Cisco
Altigen
Mitel system
Panasonic
Comdial
Avaya (Voice Mail Pro)
Avaya
Cisco
Avaya
Altigen
FRONTIER
Audix
a t & t
Mitel Express Messenger
NEC - part of the phone
CISCO
Part of the Inter-Tel system
Nortel Flash
Inter-Tel
INEX
J & J communications
Lucent
ATT
BSB Communication
Avaya
3Com
McCloud
Avaya
NEC
our system does have the option for voicemail, however we currently are not using that program. After hours callers are referred to our 24-hour crisis hotline for assistance.
TSA Choice
NEC
verizon
Verizon
Audix
nortel
Part of the Inter-Tel system
Inter-Tel
CISCO
Samsung/integrated in system
Audix
Inter-Tel
Coral IPX
esi
Nortel Networks
AT&T
altigen
Nortel Call Pilot
Amtelco Infinity
Nortel
/ 67
/ answered question / 88
25. If your system has a workforce management application, what is the name of the vendor? (A workforce management system is a tool for managing scheduling needs.)
/ Response
Percent / Response
Count
ac2 Solutions / 0.0% / 0
IEX / 33.3% / 1
Left Bank Solutions / 0.0% / 0
Pipkins / 0.0% / 0
Spanlink / 33.3% / 1
Witness / 0.0% / 0
UCN / 33.3% / 1
Other (please specify) / Verizon /
not currently using a workforce application
TCI
PrairieFyre Software Inc
Westbay Traffic Calculators 2.7f
N/A
none
Taske
/ 8
/ answered question / 3
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