Voice Service

1. Voice Service Andy Palms April, 2006

2. Voice Stats • Fully upgraded, owned Nortel MSL-100 • Few leased circuits: T1, DS3 • Campus faculty/staff 28,000 legacy lines • Campus faculty/staff 1,500 VoIP lines • Residence Halls 5,800 legacy lines • Family Housing 1,500 legacy lines • Off campus 1,200 Centrex lines • ~37,000 U-M land line phones total • ~45,000 personal mobile phones University of Michigan

3. Data Stats • Robust, redundant backbone • LANs at U-M • Most closets are very good • 90% cat5 or better (excluding Res Halls) • Mostly 10/100 switched • Very few switches on UPS’ • Very few switches provide power over Ethernet • ~55,000 PCs … “converged” voice and data staff University of Michigan

4. What voice service do faculty/staff want? • Faculty and staff • Basic service (dial-tone) • Identify with their UM phone number • Display for caller ID (many have old sets) • Voicemail • Mobility* • Very little need for applications • Administrators • Predictable rates, lower rates • Full service (dept’s don’t need/want their own voice staff) • Fast or instant moves and adds* * Desired yetundelivered feature/service University of Michigan

5. What voice service do students want? • Students in Residence Halls • 91% bring a cell phone • They do not identify with their UM phone number • Use cell phone for LD • Cell coverage in some Res Halls is not good • We provide a wall phone in each room • Basic service (dial-tone) for local calls • Voicemail - one per room • Emergency 911 • Summer camps University of Michigan

6. Voice “R&D” • No legacy R&D • VoIP • Be on the cutting edge • Instead of… • Wait for new technology and upgrade • Preference for continued centralization University of Michigan

7. U-M VoIP Systems • Cisco proprietary system (>4 years) • 1,200 lines in production • SIP based product soon • Nortel MCS-5100 • 200 lines in production • Well connected applications • Broadsoft Broadworks • 15 lines in a lab • Standards based (SIP), integrated into MSL-100 • Supports Cisco and many other sets University of Michigan

8. Voicemail • Unified Messaging • Integrated e-mail, voicemail, faxing • Voicemail forward to e-mail • MS Exchange back-end • Follow me, Find me University of Michigan

9. Local and LD • Using VoIP for LD • Decreased per minute cost • 1.6 cents • No minimum commitment • No trunks • Save ~0.7 cents/minute • Consider new charging models for LD • Local IP service becoming available University of Michigan

10. Voice Infrastructure Legacy Set (35,000) Legacy Line Legacy UM SL100 Mobile Legacy Line VoIP Legacy Set Local (soon?) and Long Distance Analog Gateway Internet Campus Network VoIP Set (1,500) VoIP Cloud Unified Messaging University of Michigan

11. Complete Campus VoIP Options • Pure VoIP (full speed ahead for a campus-wide deployment) - ”PUSH” approach • Would require an investment of at least $8M over 5 years • Net effect=$370K in additional cost over 5 years • Does not include cost of separate network for VoIP, additional UPS’, network upgrades, or end user/admin cost shift • Digital-Analog Gateway - “PUSH” approach • An interim solution only. Would free up machine room space from main switch and switch itself, removing legacy maintenance expenses. Users could move equipment easily and feature changes are software. • Would require an investment of $6M over 5 years • Net= $920K in savings over 5 years (assumes “dedicated plant” model; most of savings is “dedicated plant”) University of Michigan

12. Complete Campus Legacy TDM Option • Move to “Dedicated Plant” and improvements in workflow • Reducing the cost of MAC’s (especially Moves and Adds) • Re-engineering the order and billing process • Estimated reduction of 9 FTE for savings over 5 yrs=$3.5M • … and implement “pull” VoIP University of Michigan

13. VoIP Plans for Next 1-2 Years • Continue to replace Centrex with VoIP as needed • Consider VoIP for local service • Continue to use VoIP for temporary rental spaces • Continue to deploy VoIP when units choose it, but, with SIP-based systems (VoIP sets, Softphone, or Analog-Gateways) • RFP for VoIP equipment will allow an upgrade to SIP-based systems instead of current proprietary systems. RFP for software solution (“softphone”) for any users who wish to use it (2,000 stations estimated) • In new buildings, deploy VoIP or legacy depending on cost and department choice • Encourage departments to “harden” the campus infrastructure throughout campus as opportunity exists • Wait for the right ROI/functionality/reliability/security combination before complete legacy conversion University of Michigan

14. Complete VoIP Conversion - When? • Not useful at U-M to simply replace legacy sets with desktop VoIP sets • Major shift is expected with: • Leveraging personal cell phones for business use • VoIP/wireless capable mobile phones • Sourcing to mobile carriers • Legacy equipment is no longer supported by vendor University of Michigan

15. Mobile - Future 1 Residence Broadband Cellular & VoIP/WiFi Phone Wireless Access Point Campus Internet Wireless Access Point Cellular & VoIP/WiFi Phone Campus Network VoIP Cloud The same mobile device will work in a residence to access personal service and on campus to access business service University of Michigan

16. Mobile - Future 2 • Use current cell phone technology • Incoming call • Use follow-me/find-me service • Redirect incoming calls to personal cell phone • Don’t impact personal calling plan, Carrier charges U-M • Outgoing call • Enter code so carrier knows it’s a business call • Deliver U-M caller ID info • Don’t impact personal calling plan, Carrier charges U-M • Carrier cooperation • Unusual carrier negotiation • Coverage University of Michigan

17. Cheers! University of Michigan