Michael A. Wilson

NETW590

Course Introduction

March 24, 2013

For my course term paper, I chose to address the topic and present the new idea of VoIP telecommunications for Central office and field technicians for a major communications company. I am currently employed with this communications company and engage in feedback with the technicians on a daily basis in regards to the level of frustration that experience in attempting to communicate and relay changes, updates, requests, etc. they need to effectively perform their jobs.

It is my plan that we can purchase and deploy a VoIP package on all laptops that are deployed in the technician’s trucks, thereby enabling real-time communication between them and the engineers within their respective territories. By presenting an effective, efficient and agile VoIP solution for the technicians, they we can increase productivity and customer focus for our company.

The advantage of the solution is that it will utilize a P2P overlay network to combine voice and data that will allow the technicians to communicate directly with the engineers back at the Regional offices, respective to their locations. Additionally, the engineers will gain “first hand” perspective of how the central offices are laid out, how equipment is installed, fiber ducts, ran, etc. This information is vital to the proper installation of equipment and database record maintenance. All of these factors have an impact on customer satisfaction, which in turn, have an impact of revenue.