Los Angeles County
Los Angeles Superior Court Juror Services Call Centers Go Live with
NEC Phone System - September, 2004.
Working with IntegraVox and Los Angeles Superior Court
Juror Services, NEC Unified Solutions completed the installation of two NEC
NEAX 2400 IPX PBX systems at the Court's two Juror Services Call Centers in Los
Angeles County. The switches support 120 staff members distributed
between the two Call Center sites using the NEAX2400 circuit switched
architecture, as well as several remote agents who connect to the system using
the switch's VoIP module.
The NEAX systems front end the Juror Services 432-line
InterVoice IVR application (800-SRV-JURY), which processes an average
of 650,000 calls per month. CTI servers from Technology for Business (TFB)
provide agent screen pop from the Court's mainframe-based Jury Management
System.
Navigator, NEC's call routing software
product, evenly distributes calls to the next available agent, regardless
of location, and provides call center supervisors with detailed real-time queue
activity reporting.
Based on reduced telephone and mainframe usage costs,
the Court expects the new system to pay for itself in a little over a year.