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CITES COMMUNICATION CUSTOMER FORUM

CITES COMMUNICATION CUSTOMER FORUM. February 19, 2009. Welcome & Introductions. Janet Jones Manager, Communications Customer Service. Agenda. The Voice Network Directory Reduction Effort Update on CITES Services Conference Services Campus Pagers Dial-Up Internet Access

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CITES COMMUNICATION CUSTOMER FORUM

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  1. CITES COMMUNICATION CUSTOMER FORUM February 19, 2009

  2. Welcome & Introductions Janet Jones Manager, Communications Customer Service

  3. Agenda • The Voice Network • Directory Reduction Effort • Update on CITES Services • Conference Services • Campus Pagers • Dial-Up Internet Access • Tools for Unit Coordinators • Questions & Answers

  4. The Voice Network & Unit Coordinators Beth Scheid Associate Director, CITES Network Facility

  5. Overview • Voice RFP Process Review • Vendor Finalists • Vendor Negotiations • Final Design Process • Current Status/Next Steps • Challenges

  6. Voice RFP Process • Status of current Centrex contract: Renewed for 3 yrs with two 1 yr renewal options (taking us through June 2012) • Working with WTC consultants to oversee Centrex modernization process and help determine a rate and funding strategy for campus voice and data services

  7. Voice RFP Process • Review and input from campus committees • Made strategic technology choice to go forward with a hybrid PBX-IP solution

  8. Vendor Finalists • Consolidated Communications Inc. partneredwith Nortel • NEC Unified Solutions

  9. WTC Vendor Negotiations • How to get the best technical configuration • How to control change orders • How to minimize disruption • How to maintain your leverage with the vendor

  10. Final Design Reconcile RRFP to RFP RRFP Award Technical Services Agreement Implementation OK Master Purchase Agreement WTC’s Voice RFP Process- Phase III

  11. WTC Vendor Negotiations • Reduces surprises • Controls change orders (avg. 3%) • Provides focus to the implementation process • Favorable pricing • Good terms and conditions

  12. Final Design Process • Detailed survey of campus voice locations • Over 400 buildings in-scope in CU • Out-of-scope buildings include those on other campuses (UIC, UIS), most Residence Hall rooms, Certified Student Housing, Orchard Downs

  13. Final Design Process • Partner with building voice coordinators and IT Pros • CITES team to meet with each unit • Similarities to network upgrade project data gathering (marking up floor plans, finding user needs, etc.) • CITES will provide base data and will ask unit to verify/update information

  14. Final Design Process EXAMPLES OF DATA TO BE COLLECTED • Jack ID • Telephone number • Phone Type (single line or multi line) • Bridged/Extension • Set type • How it is used (fax, elevator, emergency, modem, voice)

  15. Final Design Process • Vendor education sessions • Determination of VoIP readiness • Determination of Node readiness (vendor walkthroughs) • Determination of 18-month phased cutover • Vendors assimilate and crunch data to ultimately provide final design and pricing

  16. Current Status • Completed Technical Service Agreement for each vendor • Held kick-off meetings with WTC for teams involved in final design work • Drafted planning assumptions • Started negotiations for Master Purchasing Agreement for each vendor

  17. Next Steps Schedule meeting with each vendor for them to: • Provide overview of proposed system and changes since original RFP response (August 2007) • Describe migration to VoIP plans and info on current and anticipated SIP featuresSIP = procotol for setting up/tearing down calls • Describe plans for wireless/mobility and network requirements

  18. Next Steps • Provide overview of voicemail and unified message system • Provide overview of ACD system • Review proposed TDM telephones • Review VoIP telephone options • Review dual-mode wireless telephone options • Review station design process

  19. Next Steps • After all data is collected and analyzed, a Revised RFP will be issued • Vendors will then provide updated design and final pricing • Final winner will be determined

  20. Challenges • Funding for implementation • Timing for Board of Trustees approval • Buildings not under scope of Network Upgrade Project • VoIP readiness • Centrex contract expiration date

  21. Questions?

  22. Directory Reduction Effort Janet Milbrandt Manager, CITES Business Affairs

  23. Why Now? • Departmental requests to “opt out” • Significant waste of Directories • UI effort to “go green” • Budget Crunch

  24. Current Process Inefficiencies • Obtaining Directory Counts from Depts • Department Contact lists are difficult to maintain. • Pre-Distribution Process is manual

  25. Discussion Points • How many directories are needed • by line; by dept; by division? • How do we streamline departmental submission of directory counts? • Available FY2010 options • Discuss Long-Term Goals

  26. Bridging the Gap Collaborative Effort: Feb – March 2009 Department Telecom Coordinators Creative Services CITES Business Office

  27. Updates on CITES Services Janet Jones Manager, Communications Customer Service

  28. CITES Services • Conference Service • Campus Pagers • Dial Up

  29. Conference Services

  30. Conference Services - Current • Station Controlled • Initiated from Campus Phone • Supports up to Six Participants • Operator Arranged • Require Scheduling via Campus Operator • Seven Audio Bridges • Six can accommodate up to 29 participants • One can accommodate up to 59 participants

  31. Conference Services – What’s Coming • Continue to Provide & Support Station Controlled • Replace Leased Audio Bridges with Cisco MeetingPlace • Expand Capabilities • Offer Collaboration Capabilities

  32. Conference Services – What’s Coming • Enhanced Audio • Able to accommodate larger conference calls • Total of 180 ports • More flexible in managing capacity • Provide additional feature • Security code to join conference • Recording • Web Collaboration • Share Whiteboard, Documents, Files • Videoconferencing Bridging

  33. Conferencing Services – What’s Coming • Today • Equipment is installed • Internal Testing • Development of Support Structure • July • Audio conferencing available • Web conferencing available • TBD • Videoconference Bridging

  34. Conference Services – What’s Coming • Demonstration

  35. Campus Pagers

  36. Campus Pagers Today • 1074 Active Campus “Pocket” Pagers • 825 (77%) Deployed in 4 Units • 249 (33%) Deployed in 68 Units • Over 50% of Units Deploy Less than 10 Pagers • Monthly Recurring Charge = $ 2.50 • Coverage Area Limited to Champaign County

  37. Issues with Current Service • Financial Issues • Expenses Outweigh Revenue • Operating Expenses Increase • Number of Pagers Deployed Decrease • FY07 = $ 9.1K Loss; FY08 = $ 9.7 K Loss

  38. Issues with Current Service • Service Issues • Aging Infrastructure & Equipment • No Longer Supported by Maintenance • Single Points of Failure • One Campus Antennae • One Paging Terminal

  39. Pager Service Options • Option #1 – No Infrastructure Upgrade • Monthly Rate Increase to $ 4.00 • Continue Rate Review Based On Activated Services • Options #2 – Upgrade Existing Infrastructure • Monthly Rate Increase to $ 4.50 • Continue Rate Review Based On Activated Services

  40. Pager Service Options • Option #3 – Upgrade and Expand Infrastructure • Monthly Rate Increase Unknown (Est = $ 8) • Continue Rate Review Based On Activated Services • Option #4 – Retire Campus Service & Investigate Off Campus Offerings

  41. Investigating Off Campus Service • Customer Focus Group F&S VetMed Krannert Housing • Identified Pager Service Needs & Requirements • Coverage, Redundancy • Frequency Used • Epage Gateway Compatibility • Text Message Capability (Size) • Device Management (Rental vs Own) • Maintenance & Fees (Repair, Reprogram)

  42. Campus Pagers – Next Steps • Obtain Recommendations from You • Additional Needs & Requirements • Suggestions of Off Campus Providers • Submit Request for Information to Off Campus Providers • Develop Response Matrix

  43. E-Page Gateway • E-Page Gateway NOT Part of Paging System • Picks up Email Directed to '@pager.uiuc.edu' Formats to Alphanumeric Pager Message • No Plans to Change E-Page Gateway Service • Pager Number Changes Require Update to EDE • Interoperability Requirements or Equivalent Included in Request • Gateway Already Supports Off Campus Pager Providers (Verizon Wireless, Arch)

  44. Dial – Up Internet Access

  45. Dial-Up Internet Access • Uses Telephone Lines to Provide UIUCnet Access • Late ‘80s at 56 Kbps (kilobits per second) • Financial Issues • Operating Expenses Increase • Number of Users Decrease • 1999 = 15,000 users • 2008 = 1,400 users • Retirement Date = July 1, 2009 • http://www.cites.illinois.edu/news/2009/dialup.html 91% Decrease

  46. Tools for Unit Coordinators Janet Jones Manager, Communications Customer Service

  47. Tools for Unit Coordinators • Improvements to Web Site • http://www.cites.illinois.edu/telecomm • Improvements to webTSR • Available for Phone / On-Site Consultations

  48. Tools for Unit Coordinators • Want to Hear from You!

  49. Questions?

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