ISC Networking And Telecommunication Services Dawn C. Augustino dawn@isc.upenn.edu March 2011

1. ISC Networking And Telecommunication ServicesDawn C. Augustinodawn@isc.upenn.eduMarch 2011 ISC Networking and Telecommunications MARCH 2011

2. ISC Networking and Telecommunications Service News ISC offers Cost Effective Services Including: • Video Conferencing at PENN • Custom Research Networks at PENN (Internet2 ION) • Call Center Services • Telephone Audits • Penn’s VoIP Replacement for Traditional Phone

3. Video Conferencing at PENN • ISC offers a videoconferencing facility for interactive video events; located at 3401Walnut Street • For classes, meetings and events • Green screen technology (virtual backdrops), computer presentations, video and audio recording • Tools include one-to-one, one-to-group, group-to-group collaborations $12/connecting site/per hour Standard Definition $24/connecting site/per hour for High Definition

4. Research Networks at PENN ISC offers custom research networks • ISC will create custom network solutions to support Research. • Connections are offered to National/International research facilities using PENN’s Internet2 ION (Interoperable On Demand) service • Rutgers University, Australia, Manchester U.K. • Princeton, New York, Michigan • Contact ISC for additional information http://www.upenn.edu/computing/isc/networking/orderforms.html, Select PennNet

5. Call Center Services at PENN ISC’s Call Center consolidates telephone calls, e-mail, chat, and fax requests into one fully integrated communications serviceoffering: • Caller self-service for frequently asked questions such as mailing address, deadlines, or directions to an event • Communications based on time of day and/or day of week (e.g., after 5:00 PM, calls are sent to another number) • “Menus” to direct calls based on type of request • Special announcements for University holidays • Capability to record conversations • Music on hold, customer call back services

6. Call Center Services at PENN • 700,000 CALLS ANNUALLY AND GROWING! • Customers Include • The Dental School • The Veterinary Hospital • Student Health Services • Student Registration and Financial Services • Undergraduate Admissions • Wharton MBA • Facilities • Annenberg Ticket Office • Athletics Ticket Office • http://www.upenn.edu/computing/voice/

7. Telephone Audits at PENNWe Can Save You Money Cumulative FY11 Projected Customer Voice Savings, $850K

8. Telephone Audits at PENN • Audits should potentially result in reducing the number of telephone lines and voice mail boxes currently in use • Departments may use the review to identify lines for disconnect • Cannot locate a phone line? – ISC will Help! • Lines may be suspended for 2 weeks; disallowing telephone calls – then disconnected To Get Started - Go To http://www.upenn.edu/computing/isc/networking/orderforms.htmlselect “Voice – Telephone Audit”

9. Penn’s VoIP Replacement for Traditional Phone (PennNet Phone) • Focusing on high call volume customers for 50% usage discount • Providing free telephone wiring/conversions through FY12 • Reviewing unused telephone lines and disconnecting • Monthly Training Sessions offered; register at http://knowledgelink.upenn.edu/ • More information available at http://www.upenn.edu/computing/voice/

10. Penn’s VoIP Replacement for Traditional Phone (PennNet Phone) Multi-line Telephone Services - Capability to place a call on hold and pick-up from another set • We will return service to existing customers 4Q/FY11 • Departmental conversions will resume 4Q/FY11 • Floor-by-floor • Building-by-building

11. ISC Networking and Telecommunications