tag:blogger.com,1999:blog-8750343339904865739.post320190417194241279..comments2023-11-02T20:45:14.873+11:00Comments on eGov AU: Should governments be using popular VOIP tools for customer enquiries?Craig Thomlerhttp://www.blogger.com/profile/18350603210658700252noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-8750343339904865739.post-47748200295215573532012-01-11T03:05:08.168+11:002012-01-11T03:05:08.168+11:00Although! most of the VoIP Phone Service Providers...Although! most of the <a href="http://www.sysprobs.com/voip-phones-is-your-broadband-connection-offering-the-bandwidth-you-need-for-making-calls" rel="nofollow">VoIP Phone Service Providers</a> don't restrict their solutions for Government or public use but these solutions can be used by government only if these solutions can perform according to the requirements. Definitely, government would need to get customized hosted VoIP phone solutions because these are definitely going to be used on very large scale.Avery Wilesnoreply@blogger.comtag:blogger.com,1999:blog-8750343339904865739.post-63392914063014009072012-01-10T10:32:03.709+11:002012-01-10T10:32:03.709+11:00Okay proof reading comments obviously not part of ...Okay proof reading comments obviously not part of the plan.<br /><br />What I meant by call slot was that the incoming Skype call would divert to a phone slot in the inbound queue. It does also cut out extra Skype functionality but as I said it's really about another access point. The next phase would be integrating directly to take advantage of what the service has to offer.Lee Sargenthttp://twitter.com/leesargentnoreply@blogger.comtag:blogger.com,1999:blog-8750343339904865739.post-18076066990493251092012-01-10T09:54:48.134+11:002012-01-10T09:54:48.134+11:00I'm currently involved in an admittedly tentat...I'm currently involved in an admittedly tentative project in a state government department that is exploring providing a Skype contact for a specific initiative.<br /><br />One of the infrastructure concerns when putting a Skype contact in place is how it integrates into the established call handling systems in the contact centre. There is detailed reporting required, call handling and record keeping issues.<br /><br />However we do have an interim plan :)<br /><br />Basically providing a Skype contact that essential diverts to call slot. The call source can be identified and it sits within the queue.<br /><br />Obviously this means that there is a cost involved in maintaining the account which is worn by the department. The aim not so much being to save money but to provide another access point.Lee Sargenthttp://twitter.com/leesargentnoreply@blogger.com