The Soft Phone Implementation: Maximizing Flexibility, Speed, and Savings
Story by Kallyn Zaner
The modern work world is mobile, and OSU faculty, staff, and students work and learn all over the globe… so the modern desk phone needs to be mobile too. UIT’s Telecom team recently completed a project to consistently offer faculty and staff a choice between a desk phone and a soft phone.
What’s a soft phone?
Soft phones are software applications on a computer or cell phone that allow the user to log in to the OSU phone system to make and receive calls from their OSU phone number. With the implementation of the softphone, the team can communicate anytime, anywhere. Calls appear to the receiver as if they are coming directly from the caller’s OSU desk.
Prior to 2020, the soft phone was not an integral part of OSU’s telephony system. Every employee had a physical desk phone, a major investment that anchored individuals to making and receiving calls at a single location. When COVID struck, UIT’s Telecom team was challenged to find a new method to allow remote workers to access the phone system to provide service for anyone trying to contact the University. That request launched one of the fastest technological shifts Telecom had ever undertaken.
Within 2 weeks, we transitioned from having zero soft phones to a new, fully implemented soft phone solution. Early users utilized a software program, Avaya One-X Communicator, which allowed them to make or receive calls at home using their desktop or laptops. What began as a temporary remote solution now needed to evolve into a long-term communication strategy, supporting flexibility within numerous departments. This year the UIT Telecom team enhanced the softphone service and started offering employees a choice between a traditional phone and a soft phone. Phone system upgrades allowed Telecom to migrate users from One-X Communicator to a more advanced application, Avaya Workplace, expanding access for Mac users and employees who needed advanced calling capabilities like call center features.
Now, many departments are embracing soft phones on campus, eliminating the need for a traditional desk phone. This has aided departments across the board, specifically for hybrid workers as they can benefit from the flexibility of the soft phone, which can be used for any home or office setting, with minimal equipment. For example, most Service Desk agents now work remotely, allowing students to work their shift without spending time commuting to Milne to log in on a physical phone.
In addition to increased flexibility, there are operational and financial benefits as well. At around $180 per desk phone, eliminating the need to purchase and replace physical equipment has the potential for significant financial savings. A soft phone can be run on existing computers that have speakers and a microphone (built-in or a headset) making this option leaner and overall, more sustainable.
The shift to soft phones is transforming the way we work. It’s made our teams more mobile, more responsive, and more cost-effective — all while staying connected wherever we go.