The End of the Copper Network and Network Saturation: Why Should Your Local Government Modernize Its Switchboard?<\/h2>\n\n
You probably notice it every Monday morning: the lines are jammed, callers are waiting, and your agents are juggling manual transfers and Post-it notes. The infrastructure often ends up causing congestion, even with agents on the job. <\/p>\n\n
And there\u2019s an urgent issue you can no longer ignore: the planned phase-out of the copper network<\/strong>. Orange has confirmed the gradual shutdown of the PSTN across the entire country, with technical shutdowns already underway in some municipalities. If your organization\u2019s telephone system<\/strong> still relies on an analog line or an aging PBX, the question is no longer \u201cShould we migrate?\u201d but \u201cWhen?\u201d <\/p>\n\n On the ground, the numbers speak for themselves. The DITP\u2019s Telephone Plan<\/a> sets a target of an 85% answer rate<\/strong> for public services. In 2023, the average rate observed peaked at 78%. And only 7 out of 30 services met the target. <\/p>\n\n For a city hall or an intermunicipal authority, every missed call means a user who makes a wasted trip, calls back (and clogs up the line), or loses confidence in local public services.<\/p>\n\n Here’s what it means in concrete terms:<\/p>\n\n The digital modernization of local public services<\/strong> hinges on a simple foundation: a cloud-based VoIP system<\/a> capable of automatically routing calls, managing schedules, and providing you with visibility into your call volume. No hardware installation required. No rigid contractual commitments. <\/p>\n\n Okay, let’s be clear: modernizing doesn’t mean tearing everything down. It means replacing a system that’s holding you back with a tool that adapts to your organization. And that’s exactly what the following sections will help you decide. <\/p>\n\n You manage a town hall with a CCAS located 500 meters away, a planning department in an annex building, and technical services that can only be reached via a personal cell phone. Three locations, three different call systems, and zero consistency for users who are simply trying to reach the right person. <\/p>\n\n This is the reality for most local governments. And that’s where a cloud-based local government phone system<\/strong> makes all the difference. <\/p>\n\n With a cloud-based phone system for local governments<\/strong>, all your locations share the same system. When a user dials the town hall\u2019s main number, the IVR (interactive voice response) system<\/a> routes them to the correct department, whether it\u2019s located at the main town hall, the CCAS, or a remote office. No manual transfers. No \u201cI\u2019ll put you back on the line.\u201d <\/p>\n\n What about on-call duty? Let’s say your municipal police or technical services need to be reachable on weekends. With time-based call<\/strong> routing, calls are automatically forwarded to the on-call agent\u2014on their webphone or IP phone\u2014without having to adjust the configuration every Friday night. <\/p>\n\n There is also the issue of remote work. A remote receptionist can receive and make calls exactly as if they were at their desk, with the same local government landline number<\/strong> displayed. The user doesn\u2019t notice any difference. Service continuity<\/strong> is ensured, even during holidays or exceptional closures. <\/p>\n\n With Kavkom, you can centralize the management of municipal services across multiple sites<\/strong> from a single administrative interface. You can create call groups by department, set up schedules, welcome messages, and call overflow rules. All this without having to install any hardware at each location, with no long-term commitment, and with prorated billing<\/a> that fits your budget. <\/p>\n\n Boost the productivity of your sales teams with Kavkom, the 100% cloud-based business telephony<\/strong> software. <\/p>\n \n Schedule a demo<\/a>\n <\/div>\n \n Are you wondering if this also applies to schools or affiliated sports facilities?<\/p>\n\n Yes. Each location is assigned its own virtual geographic number<\/a>, while remaining connected to the main switchboard. The user calls the school\u2019s local number, but if no one answers, the call is routed to the town hall\u2019s central reception desk. No more unanswered calls. <\/p>\n\n You\u2019ve mapped your locations, consolidated your phone<\/strong> numbers, and centralized your administration. But without the right call-flow management tools, your municipal switchboard<\/strong> remains a passive system: it receives calls, but it doesn\u2019t manage them. <\/p>\n\n Three features make the difference between a haphazard reception process and a well-managed one. These are the cornerstones of a local government phone system<\/strong> that truly works in day-to-day operations. <\/p>\n\n You know the scenario: a member of the public calls city hall with a question about urban planning. The receptionist answers the phone, listens, and manually transfers the call. The caller has to wait again. Sometimes, they end up with the wrong department and have to start all over. <\/p>\n\n The Interactive Voice Response (IVR) system<\/a> solves this problem at its source.<\/p>\n\n In practice, when a user calls, they hear a personalized voice menu: \u201cFor civil registration, press 1. For urban planning, press 2. For technical services, press 3.\u201d The call is routed automatically and immediately, without requiring an agent to screen the call. <\/p>\n\n And it\u2019s not just a matter of convenience. The IVR also lets you play informative welcome messages<\/strong> even before the call is answered: changes to business hours, temporary closures, and guidelines during election season. You can update the message with just a few clicks from your admin interface, without having to call a service provider. <\/p>\n\n At Kavkom, the IVR is included as a standard feature<\/a> in all our plans. No modules to unlock, no extra costs. You configure your voice menus, operating hours, and messages, and users are connected to the right department in just a few seconds. <\/p>\n\n Directing the user to the right department is the first step. But what happens when the agent in that department is already on the line? Or on a break? Or away from their desk? <\/p>\n\n Without intelligent call routing<\/strong>, the call goes unanswered. The user hangs up. And then they call back, which further overloads the queue. <\/p>\n\n Here’s what properly configured routing makes a difference:<\/p>\n\n Let’s look at a specific example. Your civil registry office receives 40 calls per hour on Monday mornings. Two agents are available. The call routing system distributes the calls between the two stations. When both are busy, the call is placed in a queue<\/strong> with an informational message, then transferred to a third agent from another department who is trained in first-level support. <\/p>\n\n Kavkom integrates this intelligent routing with rules that can be customized by department, time of day, and skill level. You define your overflow scenarios once, and the system applies them without manual intervention. <\/p>\n\n \ud83d\udc49 Kavkom is compatible with all your sales team’s tools. You can learn how the SIP trunk works for local governments by <\/a> checking out our list of integrations <\/p>\n<\/div>\n\n\n You can’t improve what you don’t measure. And in most communities, no one knows how many calls are missed each day. Or at what time call volumes peak. Or which department answers the fewest calls. <\/p>\n\n That’s where dashboards<\/strong> make all the difference.<\/p>\n\n A good monitoring tool gives you real-time access to three key metrics:<\/p>\n\n With this data, your reception manager can adjust staffing levels to accommodate peak times. Let\u2019s say Tuesday afternoons are consistently quiet, but Thursday mornings are extremely busy: you can reassign a representative accordingly. This is no longer a matter of intuition; it\u2019s managing call volume using metrics<\/strong>. <\/p>\n\n At Kavkom, all these monitoring features are included out of the box, at no extra cost. There\u2019s no premium plan you need to unlock to access advanced statistics. You get your KPIs from day one, and you can export them as CSV files for your internal reports. <\/p>\n\n Boost the productivity of your sales teams with Kavkom, the 100% cloud-based business telephony<\/strong> software. <\/p>\n \n Schedule a demo<\/a>\n <\/div>\n \n You have three options. And the choice you make now will determine your budget, your flexibility, and the quality of service you provide to your users for the next five years. So let’s be clear about this. <\/p>\n\n\n
City Hall, CCAS, Technical Services: Mapping a Unified Call Center<\/h2>\n\n
![\"Kavkom](\"https:\/\/kavkom.com\/wp-content\/uploads\/2023\/09\/Kavkom-logo-white-footer.webp\"){kind=logo}
\n \n ![\"Overview](\"https:\/\/kavkom.com\/wp-content\/uploads\/2026\/04\/CTA-bas-de-page-1920-x-850-px.png\")
\n <\/div>\n<\/div>\n\nEssential features for streamlining the user onboarding process<\/h2>\n\n
Interactive Voice Response (IVR) for Quick Guidance<\/h3>\n\n
Intelligent Routing and Overflow Management<\/h3>\n\n
\n
Real-time monitoring and dashboards<\/h3>\n\n
\n
\n \n \n <\/div>\n<\/div>\n\nOn-premises PBX, IP PBX, or cloud-based telephony: How do you choose the right architecture?<\/h2>\n\n