Analysis of the Impact of an Automated IP Telephony System on Internal Communication in a Higher Education Institution

Abstract

This study aims to evaluate the impact of implementing an automated IP telephony system on internal communication in a higher education institution. The adopted methodological approach was quantitative, with a non-experimental and cross-sectional design. Surveys were conducted before and after the VoIP system implementation to assess both the system's performance and the users' perception. The results indicate that the implementation of the VoIP system significantly improved internal communication quality, with a noticeable increase in satisfaction among teaching and administrative staff. 100% of users found the system useful and easy to use, while 93% of respondents rated the call quality as good. Technical tests confirmed that the system met international VoIP quality standards, with an average latency of 15 ms and jitter below 30 ms, ensuring stable communication. The network infrastructure was designed to meet the Institute's needs by optimizing existing resources through the installation of UTP Cat 5 cables and conduits. This study provides evidence of the potential of convergent technologies to improve internal communication in educational institutions with limited resources.