Moving from a Mitel PBX to Lync 2010 (part two of three)

By April 2013 all staff had been moved over to Lync 2010 Enterprise Voice and we started to look at the options for a Contact Center replacement.

After looking at a few of the different offerings in the market place we actually settled on what we had: prairieFyre for Lync (the Mitel 6100 is written by prairieFyre and then rebadged).

After placing the order with Koris (our implementation partner for the Contact Center rollout) Mitel then came in and purchased prairieFyre! We have had assurances that the product will not disappear though and that it will be marketed as part of the MiVoice lineup (edit 24/7/14 - looks like they kept their word).

As we standardised in the Contact Center we used our yearly PC refresh to prep new PC's for all of the Contact Center staff, the idea being that on cut over day we would unplug all PC's and phones on desks and plug in the new PC and new Jabra Pro 930 devices:

Whilst testing the solution we hit the following bug "AVMCU does not support DTMF in Lync 2010 Server or Office Communications Server 2007 R2" this was a massive issue for us as our legacy call recording solution injected DTMF tones into the call to stop and start call recordings to protect us from fraud and to comply with the PCI DSS requirements. After discussions with the supplier we felt that the best option was to source a new Lync Compatible call recording solution for those staff that take card payments. After researching the market and deploying a couple of POC's we choose Verba as the solution. One of the most interesting parts of their solution is what you can record depending on where the software is installed. We choose to install on the Mediation Servers which in our environment was the Front End Pool as this felt the least risky option - prairieFyre already changes the flow of calls so we were uncomfortable with two products potentially competing!

Go live was nice and smooth with the cut over happening on our quietest day of the week, staff coped well but after a few days were complaining about the ring tones in the Jabra being too quiet to hear. To compensate we found the ideal solution in Busylight, its a USB Lync Qualified Presence indicator with ring tones built in meaning that you can set the audio controls on the PC to whatever you want (muted) separate from the ring tone and light to notify you/others of incoming calls and presence state.

Once rolled out we were then ready for the final challenge - migrating fax machines and powering off the Mitel.

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