OVERVIEW

The technologies that support Unified Communications (UC) are seamless to our users, whether the underlying infrastructure is on-premises in the UIT Computing Center or in the cloud. They enable collaboration and teamwork among faculty, staff and students.

We implemented MS Teams as our UC cloud platform in 2021, which allowed integration of technologies such as chat, file sharing, email and video conferencing into a single platform. In 2023, we integrated the telephony component, migrating over 5,500 users from Skype for Business (SFB) to MS Teams. In 2024, we migrated all call center agents from the on-premises, SFB-compatible call center application (Anywhere365) to Genesys, a leading call-center-as-a-service (CCaaS) provider, completing the transition of UC services to the cloud. Our next goal is to add AI technology to the UC platform so users can benefit from emerging innovations.

1,209,696

Phone Calls

10,873,088

Instant Messages

479,246

Business Meetings Organized

33,730,304

Video Session Minutes

CURRENT STATE

• Completed the migration of 5,500+ users and departmental telephone accounts from SFB to MS Teams telephony.
• Migrated multiple call centers from Anywhere365 to Genesys, including Admissions, Financial Aid, Student Business Services, Enrollment Services, FIXIT, UH Contact Center and UIT Support Center.
• Migrated other call centers from Anywhere365 to MS Teams Response Groups, including College of Medicine, ISSSO, Student Health Services, and Counseling and Psychological Services.
• Upgraded the analog gateways and the session border controllers.
• Migrated 175 of 245 emergency phones (code blue phones) from analog to IP-based, which is more reliable and can be managed remotely.
• Worked with Facilities Planning and Construction (FP&C) to assess the elevator phones, most of which were analog, and recommended using IP phones in new buildings.
• Deployed Verizon 5G Network for TDECU. A 5G tower was installed on the Stadium Parking Garage.
• Implemented a Distributed Antenna System (DAS) at Fertitta Center for UHPD use.

PATH TO SUCCESS

• Add AI technologies to the UC platform.
• Assess the remaining analog infrastructure and migrate or retire analog services as much as possible.
• Work with Athletics to select a DAS provider for TDECU.

FY2025 INITIATIVES

• Assess AI technologies for UC and call center services.
• Sunset SFB and Anywhere365 infrastructure.
• Assess unmetered long-distance calls.
• Migrate the UHPD SmartTap recording application from Skype for Business to MS Teams.