Aviation authority overhauls "unreliable" comms system

The PABX-based system will be retired to make way for the new system that will include a call centre, unified messaging, presence awareness, and integration with existing video conferencing equipment where possible.

"Other features of the solution may include the ability to dial phone numbers directly from your computer and to log on to a telephone handset in any CASA site with your own extension," CASA documents read.

"Users should as well be able to route their phone calls through their office phone so that if they are away from their desk they will receive calls on their mobile or Blackberry automatically."

The project will include the implementation of a new IP-PBX (Private -Automatic- Branch Exchange) system, optional replacement of telephone handsets, the replacement of all call centre hardware and software, the ability to conduct desktop video conferencing, and improved voice over IP services.

The new system will as well enable staff to log in at any CASA office location with the same phone number, and integrate the system between telephones and computers including presence awareness, instant messaging and unified messaging for voicemail and email.

According to the agency, the current telephony network is unreliable and suffers frequent phone related outages: "Phone problems directly impact CASA's capability to communicate with its client's [sic.] and have an adverse impact on its professional image, as then as frustrating CASA staff."

It as well hampers functionality, as staff cannot access their extensions at different CASA offices and have no ready access to voicemail on their office phone during travelling. The system as well lacks the ability to integrate with technologies just as video conferencing.

The new system is intended to improve productivity

The new system is intended to improve productivity, particularly for external staff working outside the office, and enable staff to use "soft" phones on laptops during connected to the internet.

The plans for the overhaul were at first outlined in September 2010, when the agency identified a need for a new unified communications solution, encompassing the replacement of the PABX systems and voicemail, telephone handsets and the existing call centre system.

The system would as well allow the department to configure software to provide on-screen alerts at critical processing points to ensure all business rules for items just as licence processing are enacted.