With Phone System, reachability across multiple channels improves.
For over 115 years, the Grafisch Lyceum Utrecht (GLU) has been the premier small-scale vocational school for media, design, and communication. To ensure that students, parents, staff, and other stakeholders can easily reach the school, telephone communication plays an important role at all levels of the organization.
Mitel’s existing phone system was technically outdated and needed to be replaced. The system offered limited functionality for the front desk, did not provide up-to-date insight into employee availability, and was heavily tied to fixed phones and locations. Scalability and reporting capabilities were also limited.
The GLU was therefore looking for a single, future-proof solution for landline telephony and calls via Microsoft Teams. In addition, the school wanted to consolidate management, maintenance, and support under a single provider: a one-stop shop for all telephony within the organization.
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Pegamento implemented the Pegamento Phone System in conjunction with Microsoft Teams. This allows employees to make internal and external calls from various locations and devices. The solution can be configured on a per-location basis and supports features such as call queues, menu options, hunt groups, caller ID, and automatic call forwarding.
The reception desk now also features a modern call center console. Through a clear dashboard, the receptionist can see which calls are coming in, how many people are on hold, and which employees are available. Calls can be easily transferred to individuals, departments, landlines, or cell phone numbers.
In addition, the GLU can configure call flows, business hours, hold messages, and music on its own. Detailed reports provide insight into call volume by number, queue, and location.
The project began with a comprehensive assessment of the current situation and the GLU’s requirements. The entire telephony environment was then configured and tested. Following user training sessions, the new system was rolled out in phases.
The schedule was challenging due to a renovation and the school breaks in between. Thanks to the close collaboration between the GLU and Pegamento, the implementation went according to plan.
The Grafisch Lyceum Utrecht now has a single flexible and scalable telephony environment that integrates landline telephony, Microsoft Teams, and the reception function. Employees are no longer tied to a single device or location, the reception desk has a better overview, and the organization has improved management and reporting capabilities.
This will enable the GLU to continue to respond quickly and professionally to students, parents, staff, and other stakeholders in the future.
Applied technology
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