University of Sheffield Rings the Changes with Successful Upgrade to Avaya Communications Manager 5.0

• University IP enables voice platform whilst retaining majority of existing telephony estate

Guildford, UK. – Avaya Inc., a leading global provider of business communications software, systems and services, has successfully completed a major upgrade to the University of Sheffield’s voice network as part of a wider IT expansion and upgrade programme planned by the university.

The upgrade, to Avaya’s industry leading Communications Manager 5.0, enables the University of Sheffield to move to a more resilient, scalable IP based phone system, while still protecting the investment made in PBX over the last decade.

The university’s 10,000 voice connections have been successfully moved to the new system. As a result, jobs such as adding a new voice extension or moving phones, which previously would have taken a couple of hours, now take a matter of minutes, delivering time savings of between 75-90 per cent to the team responsible for voice and data services at the university.

Chris Barrow, product marketing manager, Avaya EMEA, said, “The University of Sheffield has a clear objective to offer leading class voice and data services to staff and students and we were delighted to be chosen to play such an integral part in that. Avaya has a long standing relationship with the university and we look forward to building on that in the future. ”

The upgrade gives the University the capacity to increase the number of voice and data connections by 20 per cent and to move to a converged network, a critical criteria in choosing a technology provider that could help it achieve its long term IT objectives.

Mark Franklin, Voice and Data Support Manager, University of Sheffield, said, “While the old system had served us very well we recognised the need for an upgrade. With the advent of unified communications and the University’s own expansion plans we needed a solid foundation upon which we could build future functionality whilst still protecting our existing investment.  What’s more we needed something that would integrate with our existing set up. Avaya came up trumps on all accounts.”

Franklin believes the upgraded phone system can help the University offer a better service to students during busy times such as clearing and enrolment. He continues, “The call centre functionality built into Communications Manger enables us to take an ‘all hands on deck’ approach during busy times. Calls can easily be answered, and correctly routed by a team of people, helping us to process student enquiries far more speedily than would have been possible in the past when, all too often, high call volumes resulted in bottle necks and long call waiting times.”

The 10,000 voice end points were changed over to the new upgraded system over one bank holiday weekend avoiding any disruption to staff or students.
Previously the University phone system ran on Avaya Definity 9.5.