Tuesday, April 26, 2022
New Microsoft Teams Phone System at APFA Headquarters- Part II
Today, the APFA Headquarters Mitel phone system was retired and replaced with a new, modern Microsoft Teams phone system. Representatives from every APFA department, many of whom work remotely, were at APFA Headquarters for familiarization with the new system.
Is there a cost saving with this cutover to a new phone system?
APFA paid approximately $6,400.00 per month to maintain the Mitel phone system at APFA Headquarters. The new Microsoft Teams phone system will cost around $3,840.00 per month and allows for better connectivity. This technology upgrade represents a 68% cost reduction.
IOD Representative Lyana Dang (DFW) and IOD Chair Bellia Peckson (DFW).
Aside from cost savings, what are some of the improvements we can expect with this new system?
Overall, callers will experience better quality and more reliable service. The system will transition fully to the “cloud,” eliminating sporadic outages previously experienced during summer thunderstorm activity in DFW.
Will there be a call-back feature eliminating the need to wait on hold when trying to reach a representative?
Yes. Future enhancements include a new ‘call-back’ feature to ensure you maintain your place in the queue when representatives are helping other members. Rather than wait on hold, you will be able to request a return call from a representative.
Health Department: Allan Amerine (DFW), Health Chair Cathy Sharp, (DFW), Hayley Brewer (DFW).
Will there be improvements to more accurately route calls coming into headquarters?
Yes. System improvements include an enhanced routing system that allows your call to route to the correct recipient.
Future enhancements will allow you to enter your employee number when you call in, ensuring your information is readily available to headquarters representatives when they answer your call, allowing for faster service.
Contract & Scheduling Department
Front Row (L to R): Betsy Balogh (PHX), Scheduling Chair Marti McMillan (CLT), Josh Bounds (MIA), Contract Chair Jeff Petersen (CLT).
Back Row (L to R): Ryan Mason (LAX), Taylor Kornegay (LGA), Randi Scanlon (PHX), Dale Scatliffe (MIA), Joe Trudell (LGA), Griffin McDearmont (LGA).
We appreciate your patience while all APFA Representatives and office staff become familiar with the new system features.