Is it time for your staff to roll out of bed, grab some breakfast and head to the office in PJ’S?. Presented by Amy Latzer 211 LA County. IMAGINE!. Imagine not sitting in bumper to bumper traffic Imagine lower car maintenance & gasoline expenses Imagine wearing casual clothes…during the week
Is it time for your staff to roll out of bed, grab some breakfast and head to the office in PJ’S?
Presented by Amy Latzer
211 LA County
211 LA County is running out of office space and needs the ability to respond to county disasters and emergencies in a more timely fashion.
Remote Agent allows agencies to route calls to staff homes. This is a computer based program that allows specialists to use the computer for answering phone calls and making referrals, rather than splitting their time between a telephone and a computer to complete a transaction. Both the incoming calls and referrals are computer based.
Example: The specialist at home logs into the PBX and the database on the home computer. A call comes into the I&R/211 center. The PBX routes from the office to the specialist home. The specialist answers the call and provides referrals.
Remote Agent can provide the same functionality at home that a specialist uses in the office and provide a seamless experience for the caller.
VoIP is short for Voice Over IP or Voice Over Internet Protocol. VoIP allows you to use the Internet for your phone calls instead of your traditional land line based phone line.
T1 or digital phone line installation charges.
Monthly line charges and maintenance cost.
Technical staff cost to manage system .
Technology expansion cost.
911 programming for emergency calls.
Cost Savings, no charge to route calls to staff using VoIP, frees up office space.
PBX functionality , VoIP provides the same functionality to staff as if they were in the office.
Wherever you are, as long as you have Internet access, you can make and receive calls.
Staff can telecommute. Work-from-home opportunities keeps staff connected to office technology.
Specialist can connect to the phone system from different locations in disaster.
Expandable to multiple sites. VoIP technology can connect multiple site regardless of where they are located.
Go Green! Reduce pollution from driving, energy needs at the office, and the agencies carbon footprint.
Initial cost for VoIP PBX equipment.
Electricity is required.
Internet access is required .
A high speed internet connection is required at the home office to ensure quality and reliability.
A high level of bandwidth is required at the office to ensure quality voice and data connection.
Centrex Service a Central Office type of phone service offered by telephone companies that provide PBX like functions without the need of a PBX.
Cost for equipment
Monthly line charges and maintenance cost
Programming of lines and features (this may be included in maintenance costs)
Staff cost to manage system
Future expansion cost
No equipment on site to manage or maintain
Programmable feature such as Voicemail
Phone lines are proportion to agency need
Lines can be re-routed to different location in disaster
Limited technical staff requirements
Expandable to multiple sites
IP Centrex is available is some areas
Least Cost Routing (LCR) for lower cost calls may not be available.
May not be cost effective for larger organizations
Not all features may be available (i.e. automatic call distribution, also known as ACD)
Voice and data services are not possible
Centrex lines are analog lines provided by the local telephone service provider that provide programmable features on the line that are typically associated with a private branch exchange (PBX). Centrex ‘services’ are provided by the central office switching facility. The cost is based on usage, features programmed for each line and monthly service fee.
VoIP( Voice Over Internet Protocol)
Full T1 1.544m
VoIP – Hardware and software that allows people to use Internet protocols to make telephone calls. Also known as Internet telephony and Voice over the Internet.
DMG Consulting LLC 2009
It depends……….on your model!
Most important to remember is that coaching is a high value activity that improves employee satisfaction and enhances skill and effectiveness. Customized coaching and training to best match the needs of the employee is well worth the time spent.
Explore the technology that is out there!
211 LA County
Chief Operations Officer
Real People. Real Answers. Real Help.
INFORMATION AND REFERRAL FEDERATION OF LOS ANGELES COUNTY
Serving Los Angeles County since 1981