City installs new phone system

The city recently made a significant stride in modernization, implementing a new Voice over Internet Protocol (VoIP) phone system, replacing its approximately 40-year-old system.

The new VoIP system is a significant leap from the old analog system. This system leverages internet-based technology to provide a more efficient, reliable and user-friendly experience. It’s designed to handle the communication needs of a growing city like Houston. Phones can be added anywhere there is an internet connection.

The system offers enhanced connectivity, a feature that is a significant upgrade from the old system. It ensures uninterrupted communication, even during peak hours or emergencies. This robust connectivity is a testament to Houston’s commitment to serving its residents efficiently, officials said. The city can be reached at 417-967-3348 or 417-967-3349 as a backup number.  Residents will be greeted with a new auto attendant prompt which will help guide residents through the city to help route calls more efficiently.

It has a user-friendly interface, a stark contrast to the system from the late 1980s. It’s intuitive and straightforward, eliminating the complexities associated with older phone systems. Staff members have access to a smartphone app that is bundled with the phone which will allow them to take calls and listen to voicemail while on the go. A new emergency services option was added to the city’s call tree for both non-emergency and emergency calls which will route through dispatch to ensure important emergency calls are not missed.

“The old system simply wasn’t designed for the needs of 2024,” said Randon Brown, technology director. “The system was on its last leg and cost aspects of maintaining such an old system just weren’t adding up. We anticipate a yearly cost savings of up to 50%. A lot of thought has gone into this system.”

The new system went live at 9 a.m. Tuesday, May 7. The city has adopted a new feature that allows voicemail to be answered from multiple phones. If a staff member is gone, another staff member can pick it up.

The system is scalable and adaptable, ready to accommodate the city’s growth and evolving needs.

“We are working non-stop at transforming this city into a technology leader,” said Brown. “The Fiber/IT Department has worked many days and nights on keeping services available, reliable and easy to use. We strive every day to keep the city’s infrastructure in tip-top shape.”

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