ICT Profile

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Number of users (people with desks and phones)

• Number of predominantly mobile staff (people who are out of the office most of the time)

• Number of sites in New Zealand

• Number of offshore sites

• NZ system is the master system (offshore sites are delivered via NZ system)

  Yes

  No

  N/A

• Current PBXs installed and at which sites?

• Predominant PBX Provider?

• PBX Management and finance terms expire?

  Date

Wide Area Networking

• Draw the current network

  Drawing

• Upload a photograph or image of the current WAN

  Media

• Current WAN is:

  L2 managed

  L3 managed

  Internet VPN

• Current Provider:

• Contract expires?

  Date

• Quality of Service

  Yes

  No

  N/A

• Class of Service

  Yes

  No

  N/A

Local Area Networking @ sites with +20 users

• Predominant LAN switching provider?

  Select Cisco Nortel Procurve Huawei Netgear Linksys Other (White label)

  • Cisco
  • Nortel
  • Procurve
  • Huawei
  • Netgear
  • Linksys
  • Other (White label)

• L3 Managed Switches?

  Yes

  No

  N/A

• Currently using VLANs?

  Yes

  No

  N/A

• Switches under support contract?

  Yes

  No

  N/A

• Insert network diagram if available

  Media

IT Systems Readiness

• Servers are currently:

  Onsite centralized

  Onsite distributed

  In a data center

  Supplied by Cloud

• Approximate physical server count

• Approximate virtual server count

• Core (Business essential) applications outside the common MS Stack?

• Do these require integration with the PBX?

  Yes

  No

  N/A

• Client side delivery:

  Citrix

  Terminal Server

  Virtual Desktop

  Fat Client

• MS Exchange version

  2000

  2003

  2007

  2010

  2013

• Predominant MS Office version:

  2000

  2003

  2007

  2010

• MS Licensing Model:

  OEM

  Open License

  Open Value

  Enterprise Agreement

  Select Agreement

PSTN Connectivity

• Current PSTN Connectivity:

  Single site

  Regionally located sites

  Every site has connectivity

• PRA Channels

• BRA Channels

• Analogue Lines

• Centrex Lines

• SIP trunks

• Business continuity plan currently extends to PBX?

  Off

  On

Staff Mobility

• Staff require extension dialing from mobiles?

  Yes

  No

  N/A

• Staff require simultaneous ring (mobile and desk phone)

  Yes

  No

  N/A

• Staff require unified voicemail (mobile and desk phone)

  Yes

  No

  N/A

• Staff require presence information on mobile

  Yes

  No

  N/A

Reception Optimisation

• How many receptionists do we currently employ?

• How many sites have receptionists?

• Do they currently use Screen based consoles?

  Yes

  No

  N/A

Voicemail and MS Integration

• Number of users that need voicemail

• I want voicemail to be accessed through my email inbox

  Yes

  No

  N/A

• I want voicemail to change profile by looking at my Outlook calender

  Yes

  No

  N/A

• Number of users that need presence

• Number of users that need Instant Messaging

• It would be great if users could text each other easily from their desktops

  Yes

  No

  N/A

Reporting

• Reporting on call records is important

  Yes

  No

  N/A

• It is essential that this reporting drills down to individual user level

  Yes

  No

  N/A

• It is important that this reporting is automated and graphical

  Yes

  No

  N/A

• Some specific reports I might like to run include:

Video Conferencing and advanced collaboration

• I am interested in video conferencing between boardrooms at some of my sites

  Yes

  No

  N/A

• Number of sites

• I am interested in desk to desk video conferencing

  Yes

  No

  N/A

• Number of users

• I am interested in audio conferencing

  Yes

  No

  N/A

• Number of people internal or external who might want to connect to the same audio

• I am interested in collaborative desktops and net meetings

  Yes

  No

  N/A

• Number of users for net meetings:

Customer excitement gauge (1 is not excited, 10 is highly excited)

• The two most exciting things I have heard about today are:

• A PBX That is reliable

• Cost - price matters

• Video conferencing

• Integration to my Microsoft environment

• Integration into other applications

• Unified Messaging

• A highly intelligent call center

• SIP

• VoIP

• Voice Business Continuity

• Brands of PBX I will never install include:

• Brands of PBX I would prefer to use include:

Finance and support

• I would prefer this PBX is:

  Supplied from the cloud

  Financed

  Brought through CapEx

  I don't care

• Finance term:

  24 months

  36 months

  48 months

  60 months

  I don't care

• In terms of support I would prefer

  9-5*5

  7-7*5

  24/7

• Please sign here to verify that the information is accurate as can best be determined. Remember to go to the next section first if there is a call center deployment to gather information on.

  Sign

• Number of agents

• Calling is

  Inbound

  Outbound

• Please list the phone numbers of the current inbound queues

• Current 0800 provider

• Approximate 0800 revenue is currently (annual)

• Contract expires

  Date

• I am interested in skills based routing

• I am interested in my managers being able to listen in to agent conversations

• I am interested in improving the quality of my queues with technology such as place in queue announcements

• I am interested in predictive dialing

• I am interested in detailed reporting on agent KRAs

• It is essential that my call center integrates to the following applications

• My call recording requirements are

  All calls to be always recorded and stored

  Calls recorded on demand from an agent

  I don't need calls to be recorded