IT managers, particularly those who are implementing unified communications see device confusion as a threat to their deployment. IT departments view multiple devices as a security, management and maintenance threat, particularly when employees bring consumer technology into the workplace.

A little over a decade ago, this problem was nearly non-existent. Professionals had one office phone and a PC for managing e-mail, business applications and using the Web. Office workers depended on landline business phones. For IT managers, this scenario gave them maximum control over technology in the enterprise.

Fast forward to today's environment. Professionals depend on a wide range of communication tools that extend beyond traditional e-mail and phone calls to instant messaging, and even consumer VoIP services like Skype or Google Voice. In a typical workday, professionals participate in scheduled Web meetings and conference calls and ad hoc calls to customers and colleagues, listen to music and videos, while fielding instant messages and staying on top of their daily e-mail and deadlines.

Buried under this avalanche of communication services and evolving technology, professionals and the IT managers who serve them seek ways to simplify this device confusion.

Simplifying Device Confusion with Bridge Solutions

New software and hardware products are emerging that help professionals — and IT departments — bridge multiple devices and applications. By combining wireless headsets, USB-based handsets and other hardware with software to manage calls and audio, IT managers can simplify daily communications, minimize help desk calls and help employees stay productive.

At HealthNet, based in Northern California, "road warriors" have been outfitted with Cisco IP Communicator and rely on a wireless headset system that connects via Bluetooth to both a mobile phone and PC through a USB dongle. By outfitting them with Cisco IP Communicator licenses, individuals can connect to their in-office phone line over the network. This means they can be contacted via the same telephone number whether in the office or working from home.

The headset itself can add to the complexity for the end user if it is not simple to use and if it doesn't provide the audio quality expected in an enterprise. Percy Edwards, Healthnet's Telecom IT Manager, notes the headset system he deployed with Cisco IP Communicator doesn't take "a rocket scientist to hook up." "Since it's reliable and intuitive to use, we don't encounter many hard-to-handle headset support issues from remote workers," said Edwards.

In the office, headset systems and software can link a PC-based VoIP phone with a desktop phone, and then manage both from their PC with a simple point-and-click interface. Some systems even allow the user to connect calls from both devices to create an impromptu conference call, add a caller to the discussion, and even mix phone conversations with PC-based audio (e.g., webinar).