Wyle Information Systems was very active in consolidating Department of Labor (DOL) Job Corps voice and data infrastructures. Today every Job Core Center (JCC) uses some form of Voice-over-IP (VoIP) communication. At 70 JCCs, Wyle deployed Cisco Call Manager systems that are fully integrated with the data network. At the other 52 Job Corps centers with legacy Nortel PBXs, a digital trunk was established between the PBX and a router so that long distance calls traverse the WAN to a low-cost long distance VNET. Staff deployed Polycom Video Conference Systems to each JCC and regional office. The videoconference units were configured so they were accessible from the public Internet to enable JCCs to establish videoconferences with training partners, corporate offices, and regional offices.
At the Census Bureau, Wyle supports more than 10,500 IP phones spread across three Cisco Unified Call Manager (CUCM) clusters. Two of the clusters support Census H, Bowie Computer Center and 25 regional offices and regional census centers throughout the United States. The Wyle team also supports the CUCM cluster at the Jeffersonville, IN site. In total there are 25 CUCM servers in these three clusters running CUCM version 6.1.4. At HQ, 35,000 IP phone calls are processed per workday and 800,000 calls per month.
In addition, Wyle staff support 16 call centers that are all located at HQ, with a total of 382 agents and an average of 50,000 calls per month. The Wyle IS team supports and maintains Cisco Intelligent Contact Manager, ICM software version 7.2.4 along with Cisco IP Interactive Voice Response, IVR, software version 5.0(2), on this infrastructure. There are a total of 11 servers to support the Cisco ICM and IP IVR software. Wyle is in the process of converting the Census NPC site to the HQ ICM system. Census will then have an additional 1300 agents to support.