CITES COMMUNICATION CUSTOMER FORUM

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CITES COMMUNICATION CUSTOMER FORUM

• February 19, 2009

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Welcome Introductions

• Janet Jones
• Manager, Communications Customer Service

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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

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The Voice Network Unit Coordinators

• Beth Scheid
• Associate Director, CITES Network Facility

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Overview

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

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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

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Voice RFP Process

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

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Vendor Finalists

• Consolidated Communications Inc. partneredwith
  Nortel
• NEC Unified Solutions

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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

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WTCs Voice RFP Process- Phase III
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WTC Vendor Negotiations

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

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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

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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

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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)

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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

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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

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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

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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

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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

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Challenges

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

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Questions?
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Directory Reduction Effort

• Janet Milbrandt
• Manager, CITES Business Affairs

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Why Now?

• Departmental requests to opt out
• Significant waste of Directories
• UI effort to go green
• Budget Crunch

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Current Process Inefficiencies

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

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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

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Bridging the Gap

• Collaborative Effort Feb March 2009
• Department Telecom Coordinators
• Creative Services
• CITES Business Office

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Updates on CITES Services

• Janet Jones
• Manager, Communications Customer Service

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CITES Services

• Conference Service
• Campus Pagers
• Dial Up

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Conference Services
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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

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Conference Services Whats Coming

• Continue to Provide Support Station Controlled
• Replace Leased Audio Bridges with Cisco
  MeetingPlace
• Expand Capabilities
• Offer Collaboration Capabilities

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Conference Services Whats 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

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Conferencing Services Whats Coming

• Today
• Equipment is installed
• Internal Testing
• Development of Support Structure
• July
• Audio conferencing available
• Web conferencing available
• TBD
• Videoconference Bridging

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Conference Services Whats Coming

• Demonstration

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Campus Pagers
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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

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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

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Issues with Current Service

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

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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

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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

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Investigating Off Campus Service

• Customer Focus Group
• FS 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)

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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

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E-Page Gateway

• E-Page Gateway NOT Part of Paging System
• Picks up Email Directed to '_at_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)

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Dial Up Internet Access
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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.htm
  l

91 Decrease
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Tools for Unit Coordinators

• Janet Jones
• Manager, Communications Customer Service

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Tools for Unit Coordinators

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

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Tools for Unit Coordinators

• Want to Hear from You!

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Questions?
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Thank You!

• Event Survey
• http//illinois.edu/goto/ccsf_survey
• Presentation Materials
• http//www.cites.illinois.edu/telecomm

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Contact Information

• CITES Communication Customer Service
• 333-1161
• CITES-CUSTSRV-L_at_listserv.uiuc.edu
• Janet Jones, Manager
• 333-8499
• jdjones_at_illinois.edu
• Lynne Ellis, Assistant Manager
• 244-7676
• lynellis_at_illinois.edu