It's 3am. A campus police officer is on patrol. Her personal cell rings.
No app opened. No Microsoft Teams client. No work phone pulled from a second pocket. She just answered her phone. The call was routed, recorded and queued for an AI summary the moment it ended.
All of it happened automatically. No action required on her end.
Before AudioCodes Mobile Connect with Voca CIC, that call would have been invisible. A frontline worker answering on a personal cell meant no recording, no reporting, no data. The call happened, but as far as the contact center recording systems were concerned, it didn't exist.
Contact Center & AI Finally Make It to the Frontline
UCF runs a campus of 125,000 students, faculty, staff and visitors with its own police force, utilities infrastructure and medical facilities.
Keith Honaker, Manager of AI and Automation, describes the IT team as operating like a service provider for the entire campus. For years, its frontline workers were the one population that infrastructure couldn't reach.
The Microsoft Teams mobile client was too complex and bandwidth-intensive for most of them. A campus police officer on patrol at 3am needs to answer a call, not manage software.
One Phone. One Extra SIM.
UCF needed a way to bring frontline workers inside the contact center experiences without changing how they work.
AudioCodes Mobile Connect with Voca CIC extends Microsoft Teams Phone to mobile devices using eSIM, so work calls route through the contact center but are delivered as native cellular calls on a user’s personal phone.
Each worker’s phone is provisioned with a separate work line using an eSIM, connected directly to their Microsoft Teams Phone.
Their personal carrier stays in place for personal use. The work line handles business calls on the same device.
No app to download.
No Microsoft Teams client to open.
The phone rings and users answer, with all the AI and CX features working behind the scenes.
"I've got employees who have no use for the broader capabilities of Teams," said Honaker. "They just want reliable calling. I can deliver that, too, and even give them abbreviated internal dialing while leveraging my Teams infrastructure and security."
For campus police, calls must meet Criminal Justice Information Services (CJIS) compliance requirements, even on a personal phone.
What the Contact Center Sees Now
When that officer answered at 3am, four things happened that wouldn't have been possible before. Because the call ran through Voca CIC, the contact center saw everything.
1. Intelligent Routing
Finds users based on Microsoft Teams Presence, not a static schedule. The system knows they are available and on patrol.
2. Compliance Recording
3. AI Summary
4. Reporting
From QR Code to Contact Center
The same infrastructure that reached that officer at 3am can be spun up for an entirely new group of people in minutes.
"We actually can build quick call centers for visiting athletics teams by giving them eSIMs," said Honaker. "We can also create ad-hoc contact center groups easily with Voca CIC and Mobile Connect."
A QR code activates the eSIM and assigns a work line to the phone. That line is tied to the user’s Microsoft Teams account, so every call runs through Microsoft Teams and straight into Voca CIC, powered by the Microsoft Unify integration model. No hardware, no lead time, no IT tickets.
Back to the Officer
When her shift ends and she goes home, her personal life picks up where it left off on the same device. The work eSIM handled what it needed to handle. The personal carrier handled everything else.
One phone. Two roles. And a contact center that finally sees every call.
See how UCF envisions this across an entire campus. Read the case study.
