Cisco Cisco IPICS Release 2.1 Guia De Informação
Customer Case Study
© 2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Emergency Response and Disaster Recovery
Using Cisco IPICS, the operations center can set up an emergency operations center without
delay, providing interoperable communications among staff, police, fire, ambulance, and the air
traffic control tower. A secondary operations center on the other side of the airport, two kilometers
away, is used for disaster recovery. If the primary center becomes unavailable for any reason, the
team can begin working in the disaster recovery site within minutes.
delay, providing interoperable communications among staff, police, fire, ambulance, and the air
traffic control tower. A secondary operations center on the other side of the airport, two kilometers
away, is used for disaster recovery. If the primary center becomes unavailable for any reason, the
team can begin working in the disaster recovery site within minutes.
Results
The solution from Cisco and HP is enhancing collaboration and operational efficiency, helping
Auckland Airport to meet its goals for safety, security, and customer service.
Auckland Airport to meet its goals for safety, security, and customer service.
Enhanced Collaboration
Now operations center personnel can do their jobs from any location instead of being tied to a
particular desk with the appropriate communications equipment. “If the person who usually
monitors the police channel is busy, the control room staff or even the shift supervisor can take
over,” says Tauvela. And by eliminating excessive noise, the solution enables staff members to
work without being distracted by their colleagues’ conversations.
particular desk with the appropriate communications equipment. “If the person who usually
monitors the police channel is busy, the control room staff or even the shift supervisor can take
over,” says Tauvela. And by eliminating excessive noise, the solution enables staff members to
work without being distracted by their colleagues’ conversations.
Increased Situational Awareness and Faster Response Time
Several factors have accelerated response:
●
Cisco Unified Contact Center Express directs calls to the right resource, the first time.
●
Real-time and historical reports enable the operations center to plan staffing so that calls
are answered promptly.
are answered promptly.
●
The ability to monitor multiple radio channels and the telephone through one headset
provides greater situational awareness, according to Wickstead. “Teams can come together
on virtual talk groups at any time, quickly and efficiently,” he says.
provides greater situational awareness, according to Wickstead. “Teams can come together
on virtual talk groups at any time, quickly and efficiently,” he says.
●
With Cisco IPICS, staff members can dispatch a response crew from their headset even
while the caller is still on the phone. “Before, when the red phone used for aircraft
emergencies rang, we had to wait until the phone was hung up to receive instructions,” says
Peter Stephens, business analyst for the airport’s customer services team. “Now, with Cisco
IPICS, we can all hear and begin taking action without delay. Just one or two minutes’ faster
response can make a big difference in outcomes.”
while the caller is still on the phone. “Before, when the red phone used for aircraft
emergencies rang, we had to wait until the phone was hung up to receive instructions,” says
Peter Stephens, business analyst for the airport’s customer services team. “Now, with Cisco
IPICS, we can all hear and begin taking action without delay. Just one or two minutes’ faster
response can make a big difference in outcomes.”
●
Reducing the noise level in the operations center helps staff members to hear callers the
first time instead of asking them to repeat information.
first time instead of asking them to repeat information.
Enhanced Day-to-Day Operations
Travelers and employees use phones throughout the airport to report emergencies. Previously, the
operations center dedicated two operators to the service, one to talk to person on the telephone
and the other to contact the appropriate emergency service. “Now, with Cisco IPICS, one individual
can perform both functions because they can access the telephone and multiple radio channels
through the headset,” Swanson says. “They can even connect the caller directly to the emergency
responder.”
operations center dedicated two operators to the service, one to talk to person on the telephone
and the other to contact the appropriate emergency service. “Now, with Cisco IPICS, one individual
can perform both functions because they can access the telephone and multiple radio channels
through the headset,” Swanson says. “They can even connect the caller directly to the emergency
responder.”
Technical Implementation
Cisco IPICS is deployed on an HP DL320 server. Cisco Unified Communications Manager and
Cisco Unified Contact Center Express reside on a resilient cluster of HP DL380 servers. Operations
Center personnel use high-end HP xw6400 workstation PCs.
Cisco Unified Contact Center Express reside on a resilient cluster of HP DL380 servers. Operations
Center personnel use high-end HP xw6400 workstation PCs.