Introduction: Addressing Communication Challenges
Colchester Institute, a further and higher education provider in the UK, faced communication challenges common to large organizations. With a need to streamline call handling and improve visibility for receptionists and administrators, the Institute sought a modern solution.
Previously relying on an aging PBX system with desk phones, the Institute transitioned to Landis Attendant Console for Microsoft Teams to enhance its call management capabilities.
This testimonial highlights the impact Landis Attendant Console has had on Colchester Institute’s reception team and its overall communication processes.
The Transition: Moving to an Integrated Solution
Before adopting Landis Attendant Console, Colchester Institute relied on a Cisco PBX system, which, while functional, had limitations in terms of flexibility and visibility. Calls were handled via desk phones, making it difficult for receptionists to efficiently manage queries or access real-time information about staff availability.
Migrating to Microsoft Teams Voice provided a step forward, introducing computer-based call handling and better integration. Adding Landis Attendant Console further complemented the setup by providing tools that were better suited for the busy reception team.
“Teams was a significant improvement over what we had before,” explained a service desk technician. “Adding Landis Attendant Console has made it easier for the team to manage calls more effectively and with greater flexibility.”
User-Friendly Onboarding: Getting Up and Running
Adopting Landis Attendant Console proved to be a straightforward process, and receptionists were able to get up to speed quickly.
“It’s user-friendly, certainly easier to navigate than Teams alone,” said a team leader in Admissions. “It gives a clearer view of who’s available and makes managing calls simpler.”
Features like contact groups, which allow receptionists to view entire departments at a glance, were especially appreciated. This made it faster to identify the right person or team to handle specific inquiries, reducing unnecessary call transfers and improving the overall caller experience.
Impact on Daily Operations: Supporting High Call Volumes
Colchester Institute’s reception team handles a wide range of call volumes depending on the time of year—anywhere from 250 calls per week during quieter periods to over 1,000 calls in peak months like September. With two receptionists logged in at a time, the team needed a reliable system to keep up with demand.
“Landis is much more efficient than the old system,” one receptionist noted. “We can check availability, see statuses, and transfer calls more quickly. It makes a big difference for us and the people calling in.”
The ability to view department-wide availability through contact groups proved particularly useful. For example, when transferring calls to the Additional Learning Support team, receptionists could identify coordinators rather than practitioners, ensuring inquiries were routed appropriately and efficiently.
Key Features: Meeting the Needs of a Busy Campus
Landis Attendant Console offers features that align well with the needs of an educational institution like Colchester Institute. The team highlighted several tools that improved their workflows:
- Department-Wide Visibility: Receptionists can see the availability of entire departments, making it easier to transfer calls to the right person without delays.
- Custom Contact Groups: These allow the team to create tailored lists for specific roles or departments, streamlining call management for specialized inquiries.
- Integration with Microsoft Teams: Real-time updates on staff availability and seamless call handling make operations smoother.
- Scalable Licensing: The team is considering extending the solution to their Braintree campus, demonstrating how easily the system can adapt to different scales of operation.
Support and Documentation: Building Confidence
While the initial setup posed some challenges, the availability of documentation and responsive support from Landis proved helpful.
“The documentation is clear and accessible, which has made troubleshooting and understanding features easier,” said a technician. “The support team has also been quick to respond when needed, especially for urgent issues.”
These resources have given both the IT team and reception staff the tools they need to effectively manage the system.
Room for Improvement: Ideas for the Future
While the reception team has been largely satisfied with Landis Attendant Console, they did suggest some potential areas for improvement. For instance, integrating Teams’ chat functionality into the console was noted as a desirable feature:
“When someone messages us after a missed call, we have to switch between Landis and Teams,” explained a receptionist. “Having chat integrated directly into Landis would be more convenient.”
Another suggestion involved simplifying the management of shortcuts and settings. Currently, each user updates their own profiles, but the team learned that administrative policies could centralize these settings—something they plan to explore in the future.
Results: Streamlined Communication Processes
Since implementing Landis Attendant Console, Colchester Institute has seen improvements in how its reception team handles calls. The system’s features allow the team to work more efficiently, resulting in a better experience for callers and staff alike.
“It’s an upgrade from what we had before,” said one staff member. “It’s user-friendly, reliable, and gets the job done. I’d definitely recommend it to others.”
Looking Ahead: Expanding the Use of Landis
As Colchester Institute continues to refine its use of Landis Attendant Console, there are plans to extend the solution to its Braintree campus. This would ensure that all reception teams benefit from the same streamlined processes and tools.
Ongoing collaboration between IT and reception staff will also help optimize the use of contact groups and administrative features, unlocking further efficiencies over time.
For institutions like Colchester Institute, Landis Attendant Console provides a flexible and scalable solution to meet the evolving demands of modern education.
Conclusion: A Practical Solution for Higher Education
Landis Attendant Console has enabled Colchester Institute to transition from a legacy phone system to a modern, integrated solution that works effectively with Microsoft Teams. The result is a communication process that is faster, more efficient, and better suited to the needs of the Institute’s students, staff, and reception team.
For organizations looking to improve communication processes, Colchester Institute’s experience demonstrates how Landis Attendant Console can provide a practical, dependable solution.
