The University of Connecticut implements the remote work model before returning to campus. This month, the UConn IT department announced a permanent solution to answering university phone calls remotely. Implementing the remote phone call system is the first step to adapting the University’s infrastructure to remote work settings using Cisco software.
Following the 2020 pandemic, the UConn IT department decided to modernize the university phone system with a remote model. Before the shift to remote work, the faculty and staff needed to use traditional phone lines. While the new VoIP system wasn’t ready for broad implementation, university staff could dial into their office voicemails, but outside callers used to have trouble before the complete upgrade.
The VOIP-enabled technology routes call to both local and remote endpoints. Improving remote phone call systems helps when there are more calls than agents. The University piloted the technology with Financial Aid. After that, the IT department transitions to other university units.
The University IT system piloted Cisco’s Unified Contact Center Express with the university registrar’s office. Thanks to this remote phone call system, the University can guarantee an efficient system before returning to the campus. As Chief Information Officer Michael Mundrane states, “We know for a fact that going forward institutionally, this capability will be one of the key components to any remote work that persists, even after we resume all on-site activity.” The necessity of implementing the VoIP system will support remote activities to never go back to 100% on-site.