St. Petersburg state governmental agency "Directorate on the Organization of Traffic of St. Petersburg"

The dispatching service of the St. Petersburg state governmental agency "Directorate on the Organization of Traffic of St. Petersburg" provides order taking from citizens for placement and maintenance of objects of road infrastructure: traffic lights, road signs, marking and so forth. In the course of daily work in organization complaints to difficulties with dialing even more often began to come to dispatching service. There was no transparency in processing of requests from citizens.

Project Tasks

To provide fast and high-quality processing of all addresses, upgrade of the existing infrastructure of call center and expansion of its functions was required.

In addition, it was required to integrate two versatile automatic telephone exchanges - Avaya Media Gateway G650 and Avaya IP Office 500 which are in different buildings, to enter a unified plan of numbering of internal subscribers.

Thus the following project tasks were defined:

• consolidation of two automatic telephone exchanges;
• increase in convenience in interaction of two offices of directorate;
• receiving modern call center based on the available equipment AVAYA;
• quality control of work of dispatching service;
• collecting of statistical data about the accepted addresses.

The Soft management company, the certified partner of Avaya was attracted to the solution of these tasks.

Project Progress

For implementation of the tasks and upgrade of call center of dispatching service GU "DODD" virtual environment where new services were installed was unrolled: record of telephone conversations, voice mail, the organization of a priority of the entering flow of calls. Also the software of one of automatic telephone exchange to the current version was updated. Updating gave the chance to provide the maximum functionality put at the moment by the producer.

For management of new opportunities of automatic telephone exchange in directorate the Avaya One-X Mobile portal was implemented.
To unload the line and to optimize processing of addresses, the automated distribution of calls was required. In directorate the voice voice mail pro menu was implemented and the priority of the entering voice traffic is configured.

To solve a problem of consolidation of two automatic telephone exchanges Avaya, the following works were performed:

• necessary network equipment purchased;
• the trunk group for the organization of transmission channels of a voice between automatic telephone exchange is created and configured;
• the route for the direction of voice traffic in the created trunk group is created and configured.

Results

Use of the modern Avaya systems gave the chance to manage on a centralized basis the entering flow of addresses and to estimate work of dispatching service.

Automation increased efficiency of managers, reduced time for processing of requests, reduced load of the staff of service.

"Earlier we had a problem that all who called in dispatching service heard long beeps even if phone was occupied by other person. There was an impression that the dispatching service does not work. Now all incoming calls are distributed in queue, depending on the address. Length of queues is regulated automatically depending on number of the calls expecting on the line. Thus, calling understands that will soon answer its call." - the leading specialist of department of informatization of SPb of GKU "DODD" Ivanov Anatoly Valentinovich comments.

Function of record of telephone conversations also positively affected project deliverables. The system of the automatic notification on conducting records of telephone addresses increased loyalty of citizens to Directorate and reduced quantity of errors of operators.

The Avaya One-X Mobile portal provides tracking of productivity during the work with addresses: in magazines of registration of calls data on the entering, outgoing, lost calls and record of voice mail are displayed. Similar data provide transparency of operation of managers and give to the management of directorate data on the accepted and processed requests.

The task of consolidation of two telephone exchanges was also carried out successfully. "Thanks to interface of two automatic telephone exchanges and emergence of the new plan of extensions, interaction between the staff of two offices became quicker and more simply. Now between buildings it is possible to call by short numbers, but not through the city as earlier".