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Global Crossing Takes First Steps in Unified Communications
<<<... Despite the embedded IP PBX functions within OCS 2007, Global Crossing has not used it to replace existing traditional or IP PBXs —yet. "We have not physically replaced [PBXs], but thats our objective. We stopped all deployment of any other telephony equipment in mid-2007. We will look to displace some PBXs, except in the major call center," said Fuqua. The next steps will be to integrate communications functions into other core business applications and determine when to replace traditional desktop phones with OCS soft-phones on the desktop. Global Crossing will also roll out Exchange 2007 across the company in the next several months to take advantage of voicemail and auto-assistance in Outlook.
The IS team during and after the rollout kept track of statistics gathered by Microsofts Mediation Server to determine how quickly users were adopting the new capabilities. "We keep track of all IM sessions per week, conferencing services, video sessions to see where people are leveraging [the new technology]. During the controlled beta tests, we saw 20,000 IM sessions per week. After the rollout, that [number] jumped to 120,000 a week. And were seeing conferencing running at 1,200 or so a week," said Fuqua. Fuqua was surprised that the number of trouble tickets that were initiated as a result of the rollout only increased by 10 to 20 percent initially and then dropped down to 3 to 5 percent more than normal at the help desk. Steve Schafer, who heads up the OCS deployment team, attributed many of those new trouble tickets to training and usage issues. The IS team worked hard to insure that availability issues would not be a problem by designing the system with plenty of high availability features and hardened the environment across all elements, including servers, clients and networks. more>>>