Date: April 17, 2008
Time: 10:00 am
Place: McKim Hall, VP Conference Room 3001
Representatives in Attendance: Johy Betts, Della Marsh, Keith Johnson, Lynn McCutheon, David Smith, Mike Wilson, Jennifer Roff, Adrienne Granitz, Leslie Yowell, Tina-Fuller., Debbie Boggs; Rosemary Knight
I. Call to Order: Meeting was called to order by Johy Betts.
II. Reports: No Reports.
III. Guest Speakers:
Rick Oliver, Manager, ITC/Communication Services and Stephen Stearns, ITC Communications
Mr. Oliver and Mr. Stearns discussed the reasons for replacing the old Siemens with the new Xpressions voicemail system. The old system was 25 years old and it was difficult to get new parts to maintain the system. It was also difficult to find someone to work on the older system. The hard drives kept failing with no notice and customers lost greetings and messages. Xpressions is five years old and ITC were lead to believe that it was a good and reliable system. Reference checks were good and test trials went well but the trials were probably too short. They also should have tested the system in more areas than they did. They have had a lot of problems with Xpressions and they are trying to make it better for all of us. At first, Xpressions could not deal with the heavy traffic which caused severe problems for Health Systems employees and patients calling in. The company has been slow to produce solutions.
Some concerns of the council members regarding Xpressions were: (1) delays and time it takes to navigate through Xpressions; (2) broken messages and sometimes you cannot hear it at all; (3) having trouble putting a message on their phone to let callers know they are unavailable; (4) phone rings back when a call is transferred; (5) time length it takes to react to entries-new system is too slow; (6) too slow in ending messages to delete or save; (7) the new system is unavailable too often; and (7) sometimes the red light indicating a message will be blinking when there is no message.
Xpressions shortcuts were discussed and Mr. Oliver will email the council members handouts. Continue to report any Xpressions problems to 924-4183 (Voicemail Help Desk which goes directly to Siemens) or email firstname.lastname@example.org (goes to ITC).
IV. New Business: None
V. Old Business: None
VI. Committee Reports: None
VII. Adjournment: Johy Betts adjourned the meeting at 11am. The next meeting is scheduled on May 15, 2008 at 10:00am.