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Migrating from Centrex to IP Telephony at Penn

Migrating from Centrex to IP Telephony at Penn. Deke Kassabian University of Pennsylvania. About Penn. University of Pennsylvania is a private, Ivy League university in Philadelphia 20,000 students (undergraduate & graduate) 4,000 faculty & 13,000 staff 250 buildings

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Migrating from Centrex to IP Telephony at Penn

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  1. Migrating from Centrex toIP Telephony at Penn Deke Kassabian University of Pennsylvania ISC Networking & Telecommunications

  2. About Penn • University of Pennsylvania is a private, Ivy League university in Philadelphia • 20,000 students (undergraduate & graduate) • 4,000 faculty & 13,000 staff • 250 buildings • 30 RDPs (telephony points of presence) • 23,000 phone lines & 41,000 IP addresses ISC Networking & Telecommunications

  3. Some Background • Networking & Telecom organization merger in 2000, with full integration over the course of the following four years • Environment: Centrex +Penn-owned cable • 4 exchanges, 1 area code • 5 digit dialing on campus ISC Networking & Telecommunications

  4. Business Drivers • Aging voice cable infrastructure and voice mail components • Moves/adds/changes – inflexible and costly • Wish to increase operational efficiencies • Prefer vendor independence • Prefer open standards • Prefer open source ISC Networking & Telecommunications

  5. The Organization • Consciously avoided silos through integration of Data/Voice staff with similar jobs • Operations • Engineering, New Service Development • Finance and Billing • Customer Service • Some staff reductions took place • New organization is fully integrated, and increasingly well cross-trained • New organization also includes Video group ISC Networking & Telecommunications

  6. Considering our Next Steps • Wanted to make a business move to deliver highly flexible and cost-effective telephony with a longer horizon • Had a track record of success with open source communications software • What would it take to seriously pursue this approach? ISC Networking & Telecommunications

  7. The Breakthrough • Project launch meeting with managers & team leads • Identified biggest issues • Committed significant local staff resources • Hired project manager ISC Networking & Telecommunications

  8. Project Teams ISC Networking & Telecommunications

  9. Internal Pilot Campus Pilot • Roll out production pilot within our own department • Structure installations to be cookie cutter • Train Centrex staff to be VoIP specialists • Start punch-list management • Continue to evaluate and adjust ISC Networking & Telecommunications

  10. Challenges • “Recruiting” pilot customers • That fit the service profile • That are in a suitable building • That are willing to work with a pilot, providing useful feedback • Supportable Handsets • Single line & multi line sets • Multiple Manufactures ISC Networking & Telecommunications

  11. Open Source Strategy • Avoid over-customization • Use existing functionality where possible • Maintain active relationship with developers • Try to get any essential changes built back into mainline code • Notable Asterisk customization • IMAP access to voice mail message store for true unified messaging • Penn developed extension to Asterisk, likely to be included in 1.4 with Summer 2006 release ISC Networking & Telecommunications

  12. Current State of Service • Production-grade • Redundant servers, gateways and PRIs • Single-line features, email/voicemail integration • 911 support equal to legacy system • layer 2 QoS, separate VLANs & subnets • Full service- installation, support & billing ISC Networking & Telecommunications

  13. VoIP Topology ISC Networking & Telecommunications

  14. Campus-wide Pilot Rollout ISC Networking & Telecommunications

  15. Success • 400+ subscribers, 500 scheduled by June • Network Architecture Team • Process re-engineering • Site/server failover recovery • Open-source software (SER, Asterisk) ISC Networking & Telecommunications

  16. Penn iPhone Web Services (Phase 1.0) ISC Networking & Telecommunications

  17. ISC Networking & Telecommunications

  18. ISC Networking & Telecommunications

  19. Lessons Learned • Pilot one technology at a time (open-source vs. in house commercial vs IP centrex) • Deliver service components in phases, to compatible customers • Create/maintain a voice development environment • Use Centrex staff to manage VoIP installations • Pilot support services & involve customers ISC Networking & Telecommunications

  20. Recommendations • Make project a priority across the organization • Deliver a production pilot • Cross-train staff, and allow time for adjustment • Augment staff with consultants in key areas • Technology is evolving: let current state determine project scope ISC Networking & Telecommunications

  21. Migrating from Centrex to IP Telephony at Penn Deke Kassabian University of Pennsylvania ISC Networking & Telecommunications

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