Case Study: Cancer Center of Iowa achieves improved patient experience and unified communications with Avaya IP Office

Medical Oncology Group Improves Patient Experience with Avaya

Medical Oncology and Hematology Associates of Iowa (MOHA), also known as Cancer Center of Iowa, is a multi-site oncology practice with three main clinics and roughly 19–20 outreach locations. The organization struggled with three disparate, aging phone systems that prevented intra-office dialing and easy call transfers, produced frequent busy signals, lacked call queuing and monitoring, and was difficult to maintain — prompting a need for a single incoming number, four-digit extensions, and better visibility into call volume.

MOHA deployed Avaya IP Office, upgraded network infrastructure (PoE), and trained staff, rolling the system out in stages. The IP-based platform added four-digit dialing, presence indicators (sidecars), paging zones, automatic failover, and call-monitoring/reporting. As a result, patients reach receptionists more reliably through one number, transfer and routing are faster, receptionists have better visibility and take fewer blind pages, operational costs fell with a single network to maintain, and available call metrics now drive staffing improvements and smoother clinic expansion.

Cancer Center of Iowa

Megan Johnson

Patient Access Manager