Page 16 - Avaya Extra Q2 2016

16 Telecom Reseller: Extra Report on Avaya 2nd Quarter 2016

YANDELL
MILLER
continued from page 1
continued from page 1

Legislation varies from state to state, all with And let’s face it: many cloud vendors promise
programmed to allow for direct dial of 9-1-1. to the desktop, sending Allison’s o ce number?
di erent mandates and compliance rules. Some a low-cost, no-stress utopia, while the end “Are there 9-1-1 call routing issues?”
Can the network be mapped by quadrants so
states require for organizations to send location experience ends up being more post-apocalyptic If you have a distributed workforce, the likely
that one Emergency Location Identi cation
information down to the desktop; others mandate than seamless.
answer is yes. Organizations must not only Number (ELIN) represents one Emergency
it based on square footage. A complete summary What’s more, most Avaya users love their on- ensure that a 9-1-1 call will reach the Public Response Location (ERL), sending responders
of state legislation can be found at www.911etc. premises Avaya contact center solution. ere are Safety Answering Point (PSAP), but that the
to the southwest corner of oor six? Or is the
com/legislation.
perfectly rational objections to taking that step call will reach the correct PSAP – not one in an building address adequate enough? Ensuring
Most importantly: if your organization has not within your organization. All cloud platforms are entirely di erent state. If Allison’s organization that emergency help will quickly be able to locate
been proactive about making sure that 9-1-1 calls not made equal, and selecting the wrong Avaya has multiple locations and all voice tra c is being Allison is the key.
are going to route correctly and include accurate cloud could lead to a world of regret.
routed out a central core, her call could easily Should onsite personnel be noti ed when a
location information – act! Test it (PSAPs have But then again, so could the opportunity cost route to a PSAP hundreds of miles away.
9-1-1 call is placed?
di erent testing procedures, nd out what they of not considering the bene ts of an Avaya cloud “How granular should we get?”
Does your organization have front desk
are rst). If you already know you will have platform out of fear. e right cloud platform You’ve ensured direct dial of 9-1-1 and have no or security personnel that could be noti ed
routing or location issues, 911 ETC has a team of can not only deliver total cost savings, but also routing issues, but will responders know that she’s immediately when Allison dials 9-1-1? Depending
experts available to answer your questions. Don’t scalability, business agility and (gasp!) even a on the sixth oor in o ce 612? ink practically on the circumstances, onsite noti cation could be
wait until someone is in need of help to gure out seamless transition process.
about whether or not additional location critical in the event of an emergency.
that a problem exists. Allison’s life could depend Barriers to entry for an Avaya-based cloud information is required for help to arrive as soon “What kind of legislation exists and how does
on it. ■
contact center
as possible. Does it make sense to get it down
it apply to us?”
Over the years, I’ve heard quite a few objections
from Avaya users about transitioning to a cloud
platform of any kind. So let’s bust these objections
right here and now:
I don’t want to switch o Avaya in order to get
a cloud It’s no longer the case that transitioning
to cloud means switching o Avaya. Several
vendors o er private Avaya cloud and hybrid
cloud options; there is even an Avaya public cloud
available.
Cloud transitions are always disruptive. While
no one can predict the success of every element
of a cloud transition, it’s important to choose a
vendor that allows you to transition to the cloud
when you want. A tried-and-true method is to Omni Channel Agent Desktop
start with a small call volume--maybe 5% of total
call volume--and test the system. Fix, re-test,
repeat. Gradually increase the call volume over
as long as 18 months with no disruption. It’s not
magic; it’s method.
ContactPro
I don’t want to lose my sunk costs. e
investment in not only Avaya infrastructure but
also in the third-party integrations required for
call recording, CRM and other systems as well as certified for Avaya EMC
training to use them is not insubstantial. Again, certified for Avaya Interaction Center
work with a vendor willing to integrate with your
legacy Avaya systems now and gradually add certified for Avaya AES
cloud functionality until such time legacy systems
age out. And it’s worth mentioning that most Integrates easily with CRM
cloud implementations have a positive e ect on
your bottom line.
Avaya Presence Integration
I have a complex legacy infrastructure that will
be hard to upgrade. Don’t we all? Select a vendor Avaya EDP Integration for Video, Chat and CoBrowsing
that has experience working with complex cloud
integrations.
Avaya POM for Outbound Management
A new cloud solution might not scale with my
call volume. Here is where a public cloud option WebReporter and Dashboard
can provide advantages: ask about the maximum
call volume currently available, which could be
as high as 10,000 seats. And ask yourself: in your
wildest dreams of success, how much volume
would you need a cloud vendor to handle? If you Meet the E
Ex
x
p
pe
er
r
t
ts
s
have 500 seats now but might scale to 5,000, will
you have to switch vendors to accommodate the
additional volume? Or will you have to pay more,
if you’re considering a private cloud model?
cct-solutio
on
ns
s
.
.c
c
o
o
m
m
In the end, there is a plethora of Avaya cloud
vendors ready and willing to facilitate a cloud
transition for your organization. So what’s sales@cct-sol
lu
u
t
ti
io
o
n
ns
s
.
.
c
co
om
m
stopping you? ■

TR

TELECOM
RESELLER .COM

The Newsource E Y
● UC
RIBA
● UCaaS
CD
● Collaboration BSO
● Mobility
UT
S