This year @ ACC2010 I wanted to improve the way we handled telephone calls and tracked requests. You see, each year, we put together 8 networks, 125 locations, 500 computers, 1000’s of wireless users, and make this all happen at one of the largest convention centers in the US. This year we are in Atlanta @ the George World Convention Center and the folks at CCLD handle the technology. We knew we had the center, partners, and people to help us step up our game.
We pretty much spend the year before handling all the logistics and nailing down requirements for it all. So once we are on site, we make it happen, and had tracked calls the old fashion way. Pen and Paper. This year we rolled our own portable PBX and contact system. We used an Asterisk based PBX via a cool ISO called PIAF or “Pbx in a flash”, Aastra handsets, and VOIP providers and local analog lines. We also used an open source CRM called “SugarCRM”.
What we Got!
Portable PBX supporting IVR and Queues
- Instant telephone system for 10 users
- Time of day routing, Queues, and custom prompts
- Voicemail and email notifications
- CRM tracking of all requests
- CRM reporting of all requests
- Improved customer service – Less chance of someone falling through the crack
Yes. Worked great. Dave got on site a week before the meeting started and got working to get our mini Network Operations Center (NOC) office setup and running. He received 4 skids worth of equipment, worked with the center and prime contractor (GES) to set the room, complete with desks, conference table, etc. Basically a working office away from home. Then Dave rolled out our tried and true network consisting of a pair of Cisco ASA5510 firewalls, switches, and access points. We utilize the centers network and access points as it is a comprehensive network built into every part of the center, but we augment several VLAN’s with our own private network in order to create a secure and private network for our own use. We then use a corporate VPN strategy to get critical offices connected back to HQ.
I rolled in a few days later and got the VOIP network setup. As Dave already had the network setup, I simply plugged in the server, handsets and bingo, we were online. I had already setup and tested in our lab back @ HQ, so I was pretty sure it would work. I did need to update the code on an analog gateway on site, but that was pretty much it.
We then started to receive calls and Chad, our lead helpdesk guy, used CRM to track requests, changes, and support issues. Overall, it went great, and we expect to use it for ACC2011 in New Orleans. Maybe with another team so more folks providing service for the meeting can take advantage of it.
