Phone Services. Current Systems, Issues, and Opportunities. Frank Chen 3/18/2015

Transcription

1 Phone Services Current Systems, Issues, and Opportunities Frank Chen 3/18/2015

2 Current Voice Systems NEC PBX Cisco CallManager (VoIP) CENIC Cloud based VoIP OcTel Voic * PCR Telecom Management system

3 Current Voice System NEC PBX

4 Current Voice System OcTel, CAT3 Wires

5 Current Voice System Diagram

6 Current Voice Systems Issues 1. NEC PBX NEC RDS PBX was installed in 1984 and IMX PBX was installed in 1997 The technology is over 20 years old. New replacement parts are no longer available Operationally unsustainable

7 Current Voice Systems Issues 2. Cisco CallManager / Unity 208 active lines at DTC (Down Town Campus) The system ( based on Windows Server 2000) was installed in Feb and now over 9 years old Outdated non supported version 4.1 (current version is 10.5) No vendor support contract Operationally unsustainable

8 Current Voice Systems Issues 3. CENIC Cloud based VoIP 272 active lines at the J Paul Leonard Library CENIC is not accepting new accounts Have to transfer the current installed base to AT&T HVS (Hosted VoIP Services) by July 31, 2015

9 Current Voice Systems Issues 4. OcTel Voic (x86000) Vendor terminated the technical support in 2009 No vendor support contract Operationally unsustainable

10 Current Voice Systems Other Issues 1. Power System Old UPS (60 KVA) not sufficient capacity to support PBX and Voic system Install a new UPS (100KVA) 2. Cooling / AC Systems E2 Switch Room Two Mitsubishi AC unit one was broken 10 years, the working one has been in service for over 20 year Install a new AC unit to replace the non functioning one (3/23) BE2 Switch Room The 15 ton AC unit is over 20 years old, failed twice in past two months. Getting a price quote for a new unit

11 Unified Communications

12 Current Voice Systems Opportunities Replace old phone systems with an Enterprise Unified Communication Platform Mitigate the risk of losing phone / voice services Meet University s changing communications needs Cost Effective and Operations Efficient for Voice / Unified Communications Services

13 Process Of Selection The New System 1. The Selection Committee to review, revise, and approve the Request For Proposal (RFP) 2. Vendors Presentation/Product Demo 3. Release RFP 4. Vendor Q &A to RFP 5. Review Vendor Proposals 6. Proof of Concept 7. Vendor Selection 8. Contract Negotiation

14 Selection Of The New System Selection Committee Seven Members Selection Committee Two Academic Senate representatives 1. Christopher Bettinger 2. Joe Agosto (COSE) Two Academic Technology representatives 1. Bob Brennan 2. Andrew Roderick One College Extended Learning (CEL) representative 1. Adam Stone Two ITS representatives 1. Ellen Rayz 2. Frank Chen * Secretory / Scribe of the Selection Committee Fran Barron

15 NEC CISCO Microsoft at&t 3/20, onsite presentation Vendors Invitation List 3/27, Executive Briefing Center in San Jose 4/10, Microsoft Technology Center (MTC) in Mountain View 4/17, onsite presentation of the HVS (Hosted VoIP Service) Avaya TBD

16 Telephone Features Authorization Code (Authcode) AutoDial Auto Display Automatic Call Distribution (ACD) Busy Lamp Field Call Forward Busy Call Forward Don't Answer Call Forward Programmable Call Hold Call Hunt Call Park Call Pickup Call Transfer Call Waiting Consultation Cutoff on Disconnect Group Intercom Inbound Caller ID Intercept Recording Last Number Redial Make Set Busy Message Waiting Indicator (MWI) Music on Hold Name Display Outbound Caller ID Ring Again* Simultaneous Ring (SimRing) Multi Way Conference Speed Calling Voice Mail Voice Mail: Announce Only

17 Automatic Call Distribution (ACD) Automatic Call Distribution (ACD) allows a large number of incoming calls to be answered by a group of individuals who serve as the ACD agents. Calls are automatically distributed to the member agents on the routing rules. The group supervisor can tell how many calls are in queue waiting to be answered; the wait time of the oldest call in queue; and which agents are logged in etc.

18 ACD Groups (22) ACD Agents (638) ACD Unique Log In Identifications (623) SFSU ACDs SPLIT Pilot Name # Agents 1 Graduate Div 15 2 Financial Aid 23 3 Testing 5 4 ITS Help Desk ITS Help Desk ITS Help Desk Student Health Services Appointments 9 11 Student Health Services General Info 9 12 Registrar's Office Touchtone Help Advising Center Housing Office 6 16 Enrollment Services Application Processing Enrollment Services Evaluations DARS HelpLine International Admissions PBX Operators 4 22 Intnl Grad Div 3 25 Admissions QRT Housing 5 28 Bookstore 9 50 NEC 1

19 Enhanced (E911) E911 is a system used in North America that links emergency callers with the appropriate public resources. The incoming call is typically answered at the Public Safety Answering Point (PSAP) of the governmental agency

20 FCC E911 Rules To reduce possible risks to public safety, the FCC requires interconnected VoIP providers to: Automatically provide 911 service to all customers as a standard, mandatory feature. VoIP providers may not allow customers to "opt out" of 911 service. Obtain a customer's physical location prior to service activation, and provide one or more easy ways for customers to update the location they have registered with the provider if it changes. Transmit all 911 calls, as well as a callback number and the caller's registered physical location, to the appropriate emergency services call center or local emergency authority. Take appropriate action to ensure customers have a clear understanding of the limitations, if any, of their 911 service. They must distribute labels warning customers if 911 service may be limited or not available and instruct them to place the labels on or near equipment used with VoIP service. Obtain affirmative acknowledgement from all customers that they are aware of and understand the limitations of their 911 service. Ensure that a 911 call is routed to the appropriate PSAP in areas where emergency service providers are not capable of receiving or processing the location information or call back numbers not automatically transmitted with 911 calls.

21 Softphone A softphone is a software program for making telephone calls over the Internet using a general purpose computer or smartphone, rather than using dedicated hardware. Often a softphone is designed to behave like a traditional telephone, sometimes appearing as an image of a phone, with a display panel and buttons with which the user can interact. WikipediaA

22 Telecommunications Team Frank Chen Frances Barron Paul Mendolla Ralph Brembt (NEC Contractor)

23 Phone Service Requests Add (phone line, voice mail, ACD, etc.) Change Move Delete/Disconnect Repair/Incident Conference Line Billing Inquiry

24 Departmental Phone Services Guide phone services ITS works with University Telephone Coordinators (UTCs) to manage campus telephone services and billing for faculty and staff. Check with your department office to request services or information.