[307] in I/T Delivery
Extended Voice Directory Services
daemon@ATHENA.MIT.EDU (Joanne Hallisey)
Wed Jun 28 07:32:48 2000
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Date: Wed, 28 Jun 2000 07:04:22 -0400
To: delivery@mit.edu
From: Joanne Hallisey <hallisey@MIT.EDU>
Cc: evds-mail@mit.edu
Project Name: EVDS - Extended Voice Directory Services
Project Leader: Joanne Hallisey
Report Date: June 28, 2000
Submitted by: Joanne Hallisey
URL: http://web.mit.edu/is/np/projects/voicedir
Accomplishments past period:
- The meeting notes in the project notebook describe the tasks accomplished
to date. The following is a summary:
-Operators collected names from the Blue pages of the printed
directory.
-Worked with file from Communications Office to build the
NameConnector registry of MIT departments, labs and centers as well as
residence halls
-Put together a communication plan including web pages and Tech
Talk article
-Documented procedures for updating the registry
-Reviewed Parlance reports and fine tuned the registry listings
based on feedback
Goals for the coming period:
- Build an Automated Call Distribution (ACD)application for the Operator
Console - Lu Keohane
- Document list of Parlance contacts for service and support - Joanne
Hallisey, Diane Catalano
- Send notices with mailings for Blue page updates- Lori Weldon
Issues:
The ACD will prevent the NameConnector from looping when all the Operators
are busy. However, Lu has not had time to do the ACD. We are working with
Parlance to try to find an alternative solution until Lu's schedule is
freed up.
Intoduction of the NameConnector brought some negative comments from
callers who were caught in the looping or who did not like having a
"machine" answer. These comments were balanced by compliments.
Most comments came in the first two weeks of implementation.
Key learnings:
Team dynamics:
Team works very well together.
Additional comments:
We should be wrapping this project up in the next couple of weeks pending
the ACD piece. The recommended second phase of the implementation was to
do a NameConnector for faculty and staff, but this requires another round
of investigation and has no funding.
