Implementation of Call Centres on Mafikeng & Vaal campuses

Project Description

Request was submitted by Claudia Pietersen & Aldine Oosthuyzen (via the Service Management meeting of 17 Aug 2015)

Documents

Project Progress

100%

Project Timing

  • Start
    Nov 01 2015
  • End
    Apr 10 2016

11/01/2015 04/10/2016

100%

Overall Project Completion

  • 20%
  • 60%

100%

  • 40%
  • 80%

1. Quotation for Hardware requirements Complete 100% Tasks 2 / 2

100%
Description

Gather quotations for Call Center equipment and submit for approval to Management.

2 of 2 completedTasks

  • Request quote from SCOPServ SA and submit
  • Request Quote from Siemens for HiPath connectivity

2. Conduct Site Visits Complete 100% Tasks 2 / 2

100%
Description

Conduct Site Visits to determine Campus Managers requirements as well as to determine the availability of network equipment.

2 of 2 completedTasks

  • Make appointment with Campus Managers for VDK site visit
  • Make appointment with Campus Manager for MFK site visit

3. Ensure availability of Network infrastructure Complete 100% Tasks 2 / 2

100%
Description

Ensure the availability of network points, switches as required for the installation of the Call Center.

2 of 2 completedTasks

  • Log ITHelp ticket for installation - VDK
  • Log ITHelp ticket for installation - MFK

Project Discussion 19 Responses to Implementation of Call Centres on Mafikeng & Vaal campuses

  1. Die projek is nou afgehandel.

    April 15, 2016 at 8:18 am
    ADRIAAN VAN GRAAN
  2. Die implementering van die van die call-centre op VDK is nou afgehandel. Ons gun ‘n week kans vir enige terugvoer van hulle kant af.

    April 8, 2016 at 3:22 pm
    ADRIAAN VAN GRAAN
  3. Die datum vir die opnames en finalisering van die projek moes geskuif word as gevolg van die feit dat die Siemens tegnikus wat ondersteuning moet bied tydens die oorsny op verlof was op die bepaalde datum. ‘n Afspraak is nou gemaak vir die 8ste April 2016 om die projek te finaliseer.

    April 1, 2016 at 2:03 pm
    ADRIAAN VAN GRAAN
  4. Die projek plan is aan die kampus voorgelê en is deur hulle aanvaar. ‘n Afspraak is gemaak vir die 30ste Maart om die opnames te gaan doen vir die call-centre. Daarna sal daar dan finaal ‘n afspraak gemaak word die finale implimentering.

    March 18, 2016 at 4:22 pm
    ADRIAAN VAN GRAAN
  5. Die projek plan is oorgedoen en deur die bestuurder Operations goedgekeur. Die plan is vir VDK aangestuur en wag nou vir terugvoer en insette van hulle kant af. Sodra dit afegahndel is sal daar ‘n datum voorsien word waarteen die finale afhandeling van die projek hanteer sal word.

    March 11, 2016 at 3:37 pm
    ADRIAAN VAN GRAAN
  6. Die projek is tans gevries totdat verdere beplanning vir die implimentering van die res van die projek gedoen word. Mafikeng se callcentre is al vir ‘n geruime tyd in gebruik sonder enige groot probleme, hier en daar klein verstellings. VDK se hardeware en konfigurasie daarvan is reeds gedoen, maar die mense daar is nie gelukkig met hoe die stelsel werk nie en daarom gaan ek dit herbeplan voordat ons weer tot uitvoering oorgaan.

    February 12, 2016 at 2:27 pm
    ADRIAAN VAN GRAAN
  7. Die hardeware vir die call centre in VDK is geinstalleer en die call centre in gebruik gestel. Na klagtes sal die call-centre eers uit diens gestel word en dan sal die hele proses hersien word, waar ons dan daarna die call-centre weer in gebruik sal stel as dit die klient se verwagtinge te gemoed kom.

    January 25, 2016 at 9:22 am
    ADRIAAN VAN GRAAN
  8. Ticket#1095597 — Infrastructure for VDK Campus Call Centre

    November 13, 2015 at 8:19 am
    ADRIAAN VAN GRAAN
  9. Ticket#1095455 — Installation of infrastructure for MFK Service Desk Call Centre

    November 13, 2015 at 8:18 am
    ADRIAAN VAN GRAAN
  10. SCOPSERV en ek het die kampus besoek en die projek met die kampus bestuurder bespreek. Die volgende besluite is geneem op die vergadering:
    Alle opnames sal deur SCOPSERV hanteer word en alle boodskappe sal in engels opgeneem word.

    Die netwerk infrastruktuur ontbreek nog, maar daar is reeds ‘n ITHelp daarvoor gelog om dit in plek te kry.
    Die HiPath kwotasie is goedgekeur en ons wag nog vir die hardeware en lisensies.

    MFK sal besoek word sodra die infrastruktuur in plek is. Daar is ook ‘n ITHelp ticket daarvoor by infrstruktuur. Die besoek sal ‘n twee dag besoek wees, waar ons die eerste dag die kampus bestuurder se mening sal kry en die volgende dag dan die installasie sal hanteer asook die opleiding.

    November 13, 2015 at 8:16 am
    ADRIAAN VAN GRAAN
  11. Die projek is op die oomblik tot ‘n halt gebring omrede ons nie kan toegang verkry tot die twee kampusse nie. Dit sal geskeduleer word sodra die situasie op die kampusse verander het.

    Die servers vir die twee kampusse is reeds opgestel.

    Kwotasie vir die HiPath konnektiewiteit met die AudioCodes is verkry. Wag vir goedkeuring.

    Wag vir terugvoer van die twee kampus bestuurders rondom die infrastruktuur wat geinstalleer sal moet word.

    November 3, 2015 at 9:31 am
    ADRIAAN VAN GRAAN
  12. Ticket#1093803 — SCOPSERV server on VDK Campus

    October 16, 2015 at 11:21 am
    ADRIAAN VAN GRAAN
  13. Ticket#1093802 — SCOPSERV server on MFK Campus

    October 16, 2015 at 11:20 am
    ADRIAAN VAN GRAAN
  14. Hi Adriaan

    Thanks for the reply, I am in the process of building the project plan and confirming delivery of the handsets that are in transit but we will have no problem getting this install done in required timeline.

    Once I have the project outline built I will call you to arrange preferred dates and site visits with you and invite you to the project system to allow you to follow progress.

    I should be ready with the outline in the next couple days.

    Regards

    DOUG REID

    Phone: +27 11 700 3800

    Fax: +27 11 700 3810

    Cell : +27 83 989 0008

    doug@scopserv.co.za

    http://www.scopserv.co.za

    October 13, 2015 at 2:37 pm
    ADRIAAN VAN GRAAN
  15. Hi Adriaan

    Thank you for your Scopserv orders. I will be assisting with the project management of the sites and would like to gather some information from you if possible for my planning. I am checking stock ETA’s and it seems we have most items in stock baring the handsets that I am waiting on a delivery ETA on.

    1. Please can you supply me with the Physical addresses of both the install sites.

    2. Can you provide your preferred install time frame bearing in mind we need about 2 weeks to run through our pre-install processes?

    3. I will need to get our RFI (request for information) document completed, this is a technical and user information document. Who would be the best technical resource to assist with this?

    4. Typically, we would perform a site visit prior to the installs to check the network for install reediness. This may not be necessary as due to the strength of your IT department and prior dealings, however would you still us to perform these?

    I will give you some time to go over these questions and I will call tomorrow to discuss this further.

    Have a great day further.

    Regards

    DOUG REID

    Phone: +27 11 700 3800

    Fax: +27 11 700 3810

    Cell : +27 83 989 0008

    doug@scopserv.co.za

    http://www.scopserv.co.za

    October 13, 2015 at 2:34 pm
    ADRIAAN VAN GRAAN
  16. Costs are +- R250k per campus. Campuses do not have funds available to help fund the Call Centre implementation.
    We will investigate the funding again after the final approval of the 2016 budget.

    September 15, 2015 at 9:55 am
    YVETTE LABUSCHAGNE
  17. Scopserve has not submitted the quotation yet.

    September 1, 2015 at 9:48 am
    YVETTE LABUSCHAGNE
  18. Funding outstanding. Still waiting for the quotations.

    August 25, 2015 at 9:34 am
    YVETTE LABUSCHAGNE
  19. 18 Aug 2015: Wilhelm will investigate the funding of the project. ScopServe is the contractor, and OI will request the quotations for implementation on the two campuses.

    August 18, 2015 at 9:33 am
    YVETTE LABUSCHAGNE

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