Solutions | General Business
Two-way Radio Call Recording
- Hits: 378
Employees working at a company with expansive facilities use two-way radios to communicate. During emergency situations, communications between company emergency response crews, the company management team, and local emergency resources takes place over radio, as well as the company’s IP telephony infrastructure. The company is looking for a way to record all emergency communications due to local regulations, legal liabilities, and for future training.
Solving this challenge will benefit the company in the following ways:
- Much of the personnel involved in responding to emergencies carry and communicate through two-way radios; if the company can record and retain all radio conversations, the most critical reports/reactions/instructions to emergency events will be captured.
- By recording radio traffic together with telephony traffic, the company will have a central repository of all voice communications, making it easier and more efficient to retrieve and review all communications pertinent to an event
- The scope of emergency event training can be expanded to incorporate instructions as given by management through typical telephony devices, and how those instructions are interpreted by those responding to the event through radio devices for a more comprehensive training program.
- Recording emergency responders’ conversations provides legal protection to the company as it proves no negligence to its operations and response to emergency events.
Solution
The focus of this solution is to record calls of two-way radios and Cisco IP Phones.
- An alert arrives to the IP phone of the facilities management office; the safety and security manager places a call to the two radio of the personnel on patrol throughout the facility to get a first hand account; as the on-site personnel confirms the alert the manager selects a button on their IP phone to have the entire conversation recorded
- The on-site personnel uses his two way radio to call for assistance and report the incident to dispatch; dispatch sends an all-hands-on-deck transmission to all radios; the content of the message with the date and time is automatically recorded
- As the emergency situation is addressed and resolved, all radio traffic and telephony traffic is captured and recorded
- After the event, management reviews the recorded content looking for opportunities to improve communications, equipment and/or personnel availability, and techniques used to resolve the issue.
- Through an intuitive web interface, the safety and security manager book marks segments of radio communications, where based on the recorded dialogue, response time was lost due to miscommunications, and sends the link to access the recording to the dispatch office for review and improvement of their communications policies
Streamlining Manufacturing Line Stoppages
- Hits: 562
A car manufacturing plant is being reactivated by a company starting production of fuel cell technology cars. The company expects many line stoppages during the first months of production. In preparation, the line supervisors will need to provide its line workers a quick and easy way to signal an issue with the line manufacturing process, and the line supervisors will need to be able to receive the notifications even as they are mobile walking through the plant.
Solving this challenge will benefit the company in the following ways:
- By quickly activating a line stoppage trigger, loss of raw materials can be reduced, and dangerous situations can be averted.
- Shortening the time required for line supervisors to receive stoppage notifications shortens the time needed to correct the situation and the time required to restart the line, improving overall productivity.
- Allowing line supervisors to stay in touch with line stoppages while being mobile allows them to more frequently inspect the line and interact with line employees concerning the manufacturing process.
- By providing line stoppage privileges to employees, they feel more a part of the process, driving higher levels of attention to detail and quality.
Solution
The focus of this solution is to efficiently notify manufacturing supervisors of a line stoppage.
- A line worker notices a machine-supported component being improperly positioned for the next assembly process; the worker pushes a nearby line stoppage button position on the wall, which broadcasts a unique message indicating where the button is located, hence where in the manufacturing process the issue has been identified.
- The broadcast is disseminated to overhead paging systems, supervisors’ desk phones, desktops, mobile IP phones, and/or cellular devices. To each device, a message is provided that identifies where along the manufacturing line the issue has been identified.
- The line supervisor selects an ‘Acknowledgement’ soft key on their mobile Cisco IP phone, sending a notification to other line supervisors that the issue is being addressed.
- A line worker notices fuel cell components that are damaged as they are positioned for assembly; they reach for the nearby pull cord which drives blue light strobes and a particular siren indicating a critical line stoppage, requiring a special response team to address the situation.
- A line supervisor determines there will be a significant line stoppage; to confer with other line supervisors and management, he hits a button on his mobile IP phone which initiates an instant conference call connecting all required parties
Streamlining IT Support Process
- Hits: 283
A company has recently reduced the size of its IT department due to the slow economy. However, the IT department is still expected to provide excellent service to its internal customers. In an attempt to improve efficiency of responding to IT issues, the company is looking at providing an application where by the internal customers can open an IT ticket, and notifications are sent to the remaining IT dept of open or past due tickets.
Solving this challenge will benefit the company in the following ways:
- A system that collects user-based tickets and provides notifications to the IT staff of what tickets carry priority or have been open past the targeted date, relieves staff members to concentrate on closing tickets and not on monitoring and collecting information or updating other members on ticket statuses.
- Technology supports all aspects of business; by supporting internal users more efficiently, the reduced IT staff reserves its resources to maintain a higher level of support for technologies supporting critical business applications.
- An application that gathers information from the user gives the IT department control in asking for pertinent information that is often lacking when users report issues through free flowing email or voice messages to the IT department.
- By providing access to the application as easy as one touch from the IP phone, the application inherently minimizes interaction to the IT department outside of the application, which helps to minimize interruptions to workflow and maximizes department efficiency.
Solution
The focus of this solution is to efficiently notify IT support of internal issues.
- A user experiences issues with their email; to report the issue to the IT department, the user selects a soft key on their idle phone which initiates an application that queries them for pertinent information and provides them a ticket number.
- The application automatically selects an IT department team member to send the ticket to, based on current work load, and expertise.
- An IT department team member receives a text page, email, and/or text message to the screen of their desktop computer of a new ticket opened by the application, providing all the pertinent information including targeted resolution date; if the team member has extraneous circumstances and can’t support the ticket, they can re-assign the ticket to another team member.
- Once the team member resolves the issue, they access the application and report the ticket no. closed
- The IT department manager receives an email/text message/page and/or dial out reporting a ticket that has been opened beyond the targeted resolution date; the manager collects the messages and reviews them once a week with the IT department to ensure they are being resolved as quickly as possible.
Streamlining Communications for Virtual Companies
- Hits: 251
A virtual company adopts an initiative to expand nationwide, but needs to lessen the expenditures per remote employee to enable the growth. One solution would be to reimburse for cellular services only, instead of cellular and landline services. However, the remote employees rely on those features landlines provide, such as conference calls, recording, and others. The company must provide these capabilities to its remote employees if it is to maintain productivity while expanding to meet their initiative.
Solving this challenge will benefit the company in the following ways:
- By reducing per-employee costs, the company is able to place additional representatives in more markets, which will lead to solid growth in sales, even during a depressed economy.
- Choosing a nationwide cellular carrier allows the company to standardize on a specific smart mobile device, and better negotiate the plan cost for service and warranty coverage for each employee.
- Hosting additional applications to their remote employees’ mobile devices allows the company to tailor conferencing, call recording, and messaging type applications to suit its needs.
- Each employee can configure the applications via their mobile device, eliminating the need for IT department personnel each time an employee wants to create/change applications settings.
Solution
The focus of this solution is to utilize Web Services to extend the company’s VoIP functionalities to the mobile users.
- An employee needs to review a customer requirement; instead of writing down notes and potentially missing something that was said, the employee selects an icon that records the call from their smart mobile device to their customer; later when the employee needs to retrieve the call, they select an icon from the mobile device to select the call and playback as needed.
- Needing to host a conference call, a remote employee selects an icon to form a group from corporate and personal contacts to include in the call, then initiates a call to each participant to bring them onto the conference bridge.
- A remote employee selects an icon to form a group of contacts from potential customers, then records a message explaining the new product and sends the message to each contact; results of the sales campaign are captured and available for review.
- A remote employee is running late for their next meeting; instead of simply calling with an ETA, the employee sends their physical location by utilizing the GPS technology embedded in the mobile device.
Remote Conferencing Calling and Recording
- Hits: 267
A technology equipment company employs a large sales team – all of which travel extensively and are rarely at the corporate office. The sales manager – also often out of the office, needs to be able to run sales meetings with the team, no matter where they are located. The calls need to be recorded, so unavailable team members can later listen to the call so they can stay informed with up-to-date product information.
Solving this challenge will benefit the company in the following ways:
- By being able to reach the sales staff no matter where they are, company management can gather sales information in real time, helping them to stay on top of the business.
- Sales staff can participate in meetings without having to be at their desk or the corporate office, allowing more flexibility and efficiency in their travel plans.
- The recorded calls provide an efficient way to report to upper management on the latest sales expectations. They also provide an excellent way for sales management and/or team members to leave helpful information and instructions for those that could not attend.
Solution
The focus of this solution is to utilize Web Services to extend the company’s VoIP functionalities to the mobile users.
- A sales manager selects an icon from a suite of IPcelerate applications on their iPhone. Instantly, a call is simultaneously placed to each member of the team. As they answer, they are connected to a conference bridge.
- To add or remove members of the team, the manager accesses their personal and/or corporate directory and saves them to a conference group.
- The sales manager creates different conferencing groups for each sales region, allowing them to have more focused calls.
- The conference calls are automatically recorded, requiring no further action or remembering to press a record button.
- Once the conference call is completed, the manager downloads the recording and emails it to those that could not attend or as reference to all team members.
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