VOIP is the technology used to transmit voice conversations over a data network using the Internet Protocol. Such data network may be the Internet or a corporate Intranet.

Information Technology and Computing (ITC) Services has made a commitment to improve the Help Desk and other services within the Customer Service.A Customer Service Call Center has been setup.In addition to the requirements of the Call Center a suitable implementation of a telephone system is also setup.

ITC has proposed a new telephone system that includes the VoIP capabilities and is able to integrate with and centralize current and future government department connections.

The most important motivators for ITC to migrate to VoIP are

• to reduce telephone costs
• to provide better communications for remote users
• to improve end-user productivity.