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DTR Training

DTR Training. Goals for todays training: Introduction to PL team and their roles Project background and timeline review Common items to be on the look out for when you are collecting data Importance of accuracy in the data collection process

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DTR Training

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  1. DTR Training

  2. Goals for todays training: • Introduction to PL team and their roles • Project background and timeline review • Common items to be on the look out for when you are collecting data • Importance of accuracy in the data collection process • Importance of communication about cutover issues with your departmental colleagues • Provide you with an overview of DTRDB 08/06/2014

  3. Project Leads (PL’s) • Adrienne Hendershot ah3kd@Virginia.edu • Raj Shah rs2ju@Virginia.edu • We are located in Carruthers Hall in room 233A. We are here to help you get the database (DTRDB) as accurate as possible. It is important to note that what is put into the DTRDB is the way the new system is getting built for cutover. • We aren’t looking to necessarily set up the new phones like the current phones. E.g. – multiple lines, coverage keys, etc. • We value your feedback as you work through this process. Your input will be invaluable as we use it to improve future training. 08/06/2014

  4. 60 Business Day Flight Timeline

  5. Flight Data Flight Data Document – this is data which was compiled from current telephone system billing information. It is to be used as a starting point for you. It is very important that all data is checked and double-checked for accuracy. Highlights: Telephone Numbers • Are all appropriate telephone numbers included in your flight status list? • Are numbers missing? If missing, you must address this with your Project Lead (PL). • If you have telephone numbers that don’t belong to your department, you must also address this with your PL, as it’s important to have the right phone numbers associated with the right DTR ! (NOTE: While it’s important to de-activate numbers that your department no longer needs, care should be exercised to make sure that you aren’t de-activating another department’s number that is incorrectly listed as belonging to your department. Please work with your PL, and with other departments, as necessary, to verify and document telephone numbers. Confirmed numbers for de-activation require CSR submissions.) 08/06/2014

  6. Flight Data Existing Phone type – we need you to confirm what kind of phone is currently installed. This means visually checking in a walk around. If you find something that doesn’t match, please let your PL know. (Note that you don’t enter existing equipment info into DTRDB ) Names– Whatever name you input is what shows up in the directory and Caller ID information. You must use the correct employee name for the First Name and Last Name fields for people phones (named extensions) as this will be used to correctly itemize long distance billing when FAC codes are not required. However, first names can be shortened e.g. Liz Taylor vs. Elizabeth Taylor. Please use upper and lower case when entering names. If there is a need to have something in addition to the name to be entered into the name field – e.g. adding on Room numbers, etc. – Use the CLID First Name and CLID Last Name fields in the Overrides tab to enter this information. For non-people phones, please use standard naming convention. E.g.: Vacant offices – First Name: Vacant Last Name: Carruthers 212 Note – If a vacant position is filled before cutover, the name may be changed if 10 days prior to flight. If there is an urgent change required between T-10 and cutover, let your PL know. After cutover, a CSR will be required to change the name. There is an updated CSR form for the new telephone system. 08/06/2014

  7. Flight Data Conference Rooms (please use mixed case): • First Name will include description for the device • Last Name will include building name and room number • Example: • First Name: ITS Conference Room A • Last Name: Carruthers 219A Fax Machines (please use mixed case): • First Name will include description for the device • Last Name will include building name and room number • Example: • First Name:ITS Fax • Last Name:Carruthers 230 Note: – there is a limit of 30 characters for each field (first name and last name). 08/06/2014

  8. Flight Data • Public vs. Shared phones – Primarily used to appropriately designate un-named extensions and to specify whether or not a FAC (Forced Authorization Codes) will be required for long-distance calling within the US. Typical public phones are hallways, certain conference rooms, etc. (NOTE: FACs will continue to be required for all international calling. Itemized departmental long distance billing will continue to take place for all long distance calls, regardless of the use of FACs.) It will be important for DTRs to help explain this to departmental colleagues. • Are there priority or special-purpose lines involved in your cutover? If you have telephone lines associated with alarms or other special equipment, these need to be identified as early in the process as possible. (Note: High speed modem lines present a problem and may require special arrangements.) Any priority numbers (examples might include: main number for Procurement; IT Help Desk number; certain personnel) should be identified and documented in advance to ensure special, white-glove priority testing at cutover. Your PL should be made aware of all such situations in advance. • Any Phantom numbers? Not assigned to a phone. It is a legacy number that is now forwarded to an active system number (internal or external). • Pilot numbers? Auto Attendant, Hunt Group, Call Centers • Speed dials will need to be reentered as will fax machine speed dials. DTRs will provide assistance (or have department expert assist) on any needed reprogramming. Most fax machines will no longer require a FAC and all outbound calls begin by dialing ‘9’. (No more dialing ‘8’ for LD calls.) 08/06/2014

  9. Flight Data • Voicemail only numbers – we need to make sure they are in DTRDB. • “Dummy Numbers” – These are 445-XXXX numbers that are currently assigned to certain devices, as was the practice some years ago.These are “fake” numbers that cannot accept incoming callsfrom Off-Grounds and should never be used to make external calls to Off-Grounds numbers. DTRs should verify the business requirements associated with any in-use dummy numbers to determine if any should be changed. From a University risk perspective, we are proactively changing any 445-XXXX numbers that may exist on Emergency phones that go to the PSAP (911 center, as opposed to UVa Police Department), as we need to ensure that emergency calls from these numbers always display the proper location information. If you have 445-XXXX numbers in your flight that you would like to have changed, you should submit a CSR immediately after your flight completes. Please give special consideration to where/how you may have published these numbers to the University community, as this could require special coordination and re- publishing on your part. • Location of in-building backup power failure phone – this is not in DTRDB. The PL will review/discuss with you a recommended location for this, based upon existing building infrastructure, etc. Once the phone is installed, you should alert the users in your building about its purpose and location. • Call Centers/ACD are handled outside of DTRDB and your PL will coordinate this. • If your email is on the Medical Center system – make sure that all users have a @virginia.edu address. The system welcome emails will be sent to your @virginia.edu address. 08/06/2014

  10. Flight Data • Keys and Access • Important that we have access to all locked areas for T-14 phone placement as well as T-0 cutover night. We will also need access at T+1 to pick up old phones. The project team will be relying on DTRs to help make these arrangements for us! • Privacy Settings for Enterprise Directory feature with New Telephone System Portal • The new telephone system includes a new web-based telephone system portal that allows you to control and configure certain phone features. The portal also includes a comprehensive list of all available telephone features, as well as an enterprise directory. (Please note that this directory is not integrated with other UVa directories at this time.) The enterprise directory includes all direct numbers for all users provisioned onto the new system, unless a user has been flagged for privacy by the DTR. Please note that Portal access is limited to named-extension users of the new telephone system and NetBadge credentials are required. The directory privacy setting is unrelated to caller ID display when placing phone calls. • Examples of where privacy settings are recommended, and/or may be warranted: University Hospital patient phones; senior executive staff, etc. • If a privacy flag should be set, you must inform the PL by recording this in our flight migration database, DTRDB. • CSRs • Steering committee approved a moratorium for telephony changes after flight has taken off (with the exception of de-activations and new hires) • There shouldn’t be any changes submitted after flight has taken off. Reference website for more details: its.Virginia.edu/telephone/moveschanges.html 08/06/2014

  11. Phone Type Selection • Demo phones – We have the two phone types set up in Room 233A. The PLs will be available to review the features and functionality with you in order to help you make decisions on the phone type for your users. (NOTE: If you have concerns about interoperability between your existing headsets, etc. and the new phones, please arrange a time with your PL to come to Carruthers Hall to test this compatibility. Only telephones and sidecars are replaced as part of the project. Other accessories, such as headsets, require separate departmental purchase and arrangement.) • Functionality of the models is the same, other than the VVX 500 has a USB port for headsets and utilizes a touchscreen vs. buttons on the VVX 410. Polycom VVX 500 Polycom VVX 410 08/06/2014

  12. Communication/Messaging withDepartment Colleagues • Make sure your department knows that you are representing them as their DTR (this should have been covered via your 1st DTR communication with them) • Make sure your department is aware of your tentative cutover date • Continue to keep your colleagues informed throughout your ‘flight’ • VoIP DTR Teams site added in Collab – we will send you an invite after this training. If you need assistance with Collab, please send us an email. • Review/consider the suggested ‘messages’ that have been provided to you as templates (there are currently nine) – or develop your own! We want to be sure that messages one and two have already been sent out. If they haven’t been sent, it’s a good time to catch up. 08/06/2014

  13. DTRDB Review DTR DB Review & User Guide

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