Media releases are provided as is by companies and have not been edited or checked for accuracy. Any queries should be directed to the company itself.

Cairns City Council Builds Unified Communications Infrastructure

  • 18 October, 2007 09:00

<p>Dimension Data Deploys Microsoft and Cisco Infrastructure to Support Regional City Council’s Strategic Plan</p>
<p>Dimension Data today announced the successful rollout of the first phase of a three-year unified communications project with Cairns City Council (the ‘Council’), a key component of the Council’s ambitious plan to deliver improved services to its growing constituency and become a world-class regional city.</p>
<p>Working with its strategic partner Dimension Data, the Council is deploying a Cisco and Microsoft-based unified communications infrastructure to improve both its internal communications efficiency and deliver superior service to its constituents. The infrastructure will be rolled out over a three-year period to over 1000 users, with a pilot phase involving 30 users currently underway.</p>
<p>Council staff can now contact and collaborate with each other more easily than ever before, saving time and boosting productivity. Staff will also benefit from a unified inbox, creating a single location for all email and voicemails received. Exchange 2007 has also enabled ‘play on phone’, which allows users to access voice messages in their email inbox from a mobile phone, landline or other number.</p>
<p>“Dimension Data has been proactively involved with Cairns City Council since 2001, designing, deploying and supporting our Cisco infrastructure. As a result, Dimension Data has become engaged with our strategic planning and understood the direction we wished to take in deploying a converged infrastructure,” said Dennis Littlewood, Manager, IT Infrastructure, Cairns City Council.</p>
<p>The initial phase of the project has entailed upgrading the Council’s existing Cisco equipment and deploying cornerstone Cisco, Microsoft and Dimension Data technologies for unified communications: Cisco CallManager 5, Microsoft Exchange 2007, Microsoft Identity Integration Server and Dimension Data’s IP telephony – Active Directory (IPAD) Connector. This stage of the engagement is well underway and Council is currently on track to have its new infrastructure in place as planned.</p>
<p>Year one of the project has also seen a number of significant Cisco hardware deployments, including gateway, email and multimedia router upgrades, and a range of different Cisco IP handset models.</p>
<p>The Council’s phone lines have all been re-routed from its existing PABX to the new Cisco IP PABX, with all Council users provisioned in CallManager. Users not involved in the pilot have had their IP phone lines forwarded to their existing handsets, making the upgrade process invisible. The advantage of this approach is that when the full system is rolled out to these users, it will be a simple matter of installing a new Cisco IP handset and switching off the call forwarding. This is expected to take place in stages throughout 2008, once the system has been fully tested and all users trained.</p>
<p>Dimension Data IPAD</p>
<p>IPAD is a unique solution that allows organisations to operate their unified communications applications through a single directory by integrating the Microsoft Active Directory and Cisco CallManager environments. This provides a single point of user administration for functions including replication of user information (including moves, additions, changes and deletions), mapping of data fields between the two systems, and scaling to connect additional directories for a complete identity management system.</p>
<p>“IPAD provides a single interface for user administration for the Council, across the entire Microsoft and Cisco IP telephony solution,” said Mr Littlewood.</p>
<p>Future Phases</p>
<p>The next phase for the Council is the implementation of Cisco Unified Contact Centre (IPCC), which will enable IVR functionality and intelligent call routing for the Central Customer Service Centre, Council’s IT service desk and the Civic Theatre’s box office (which is run by the Council). It will also enable advanced functionality including click-to-call and desktop videoconferencing. The system’s ability to route calls to the right staff member means call handling can be tailored to different classes of customers (down to the individual level). Calls can be moved in the queue and skill groups used to define which agents have the required knowledge to deal with a customer’s query quickly and efficiently.</p>
<p>The move from legacy equipment to a converged network has brought a raft of less tangible benefits, like improved fault tolerance, the ability to federate with other councils if desired, and a range of possible future upgrades that can quickly and easily be deployed to meet future needs, including wireless connectivity, and Microsoft Office Communications Server 2007 for instant messaging and presence.</p>
<p>“We’ve been very happy with the improvements to our telephony environment; we’re now looking at upgrading our Contact Centre as well. We’ve upgraded our infrastructure to the latest Cisco IP network, so the back-end work has been done,” Mr Littlewood notes.</p>
<p>“Now, when we want to add new applications or capabilities, we’ve got a platform that will accommodate them.”</p>
<p>About Dimension Data</p>
<p>Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.</p>
<p>About Cairns City Council</p>
<p>Cairns City Council was created in 1995 as a result of the amalgamation of the existing Cairns City Council and Mulgrave Shire Council. It has three key areas of responsibility. Firstly, it must deliver services and infrastructure, in partnership with the community, governments and the private sector; secondly, it must encourage and facilitate economic, social and cultural development; and thirdly, it must ensure all its operations are sustainable – environmentally, economically and socially.</p>
<p>For further information:</p>
<p>Helen Han</p>
<p>Dimension Data</p>
<p>Tel: 02 8249 5684</p>

Most Popular

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Join the newsletter!

Error: Please check your email address.

Latest Articles


PCW Evaluation Team

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?