Page 1 of 2O r a n g e L a k e R e s o r t - I n f o r m a t i o n T e c h n o l o g y Orlando MorenoExisting S/W & H/W PBX – Current StateOrange Lake Resort “OLR” has three different Telephone systems that support a numberof different departments:1. Nortel Meridian, supporting the resort guest rooms, and business users and threecall centers. The call centers are setup on Nortel Symposium, with a mix ofdigital, analog and VOIP phones.2. Aspect/E-PRO, used for two call centers, handling inbound/outbound dialerconfigurations.3. Cisco CCM, used by our IT group. It is CCM 4.1 and Unity 4.1, in place for 8years and it has never been upgraded at all.And, three call recording servers:1. NICE Perform, used by the call centers on Nortel VOIP2. Lyrical, used by the call centers on Aspect/EPRO3. Engage, used by our resort operator group, all digital Nortel PhonesOLR Telecomm is looking to separate the Nortel business side of the telephonyenvironment from the Nortel guest side. As for a phone count we are looking for asimple Telephony configuration that can handle 450 call center agents and 400 businessusers for a total 850 phones. A total call center application, dialer, ACD agent reportingetc. CTI integrated capability to other systems sales force, genesis etc. Our environmentis a mix of old and new technology thrown together and we are looking to simplify it.Serviced byASPECT / E-PRO, used for two call centers, handling inbound/outbound dialerconfigurations:1. Call Center - Capital Mgmt. (SVP-Steve Pflugner, Mgr-David Hubbs)2. Call Center Club / Owner Support (VP-Lea Watts, Dir-Nick Pestillo, Mgr Jay Dudhnath)3. Help Desk (Dir-Gloribel Rosario, Mrg-Michael Loof)Serviced by Nortel Meridian ver. CS 1000, which supports the resort guest rooms, andbusiness users and three call centers, setup on Nortel Symposium, with a mix of digital,analog and VOIP phones.):4. Call Center Marketing (Dir-Ranice Rogers)5. Call Center Marketing Ops and support (VP-Jerry Butcher, Mgr-Lee Backus, Sup-PabloAngel, Mgr-Mike Kelly, Mgr-Cindi Curtis)6. Maintenance
Page 2 of 22O r a n g e L a k e R e s o r t - I n f o r m a t i o n T e c h n o l o g y Orlando Moreno7. Resort Services (Mgr-Diedre Lambert)8. Golf Call Center9. Special Services(With Symposium servicing #4, 5 and 9) and (Engage rec solution with digital phones usedby our resort units # 6,7,8)NORTELASPECT / E-PROSYMPOSIUMCap MgmtCall CtrClubCall CtrHelpDeskMarketingCall CtrMkt SupportCall CtrSpecialServicesMaintananceGolfCall CtrResortServicesIn summary, we have at least six companies delivering solutions to orange lake resort, sixdifferent technologies, being: Nortel, Cisco, Aspect, Nice, and Sprint/AT&T.