Maximizing the use of video communications by AVI-SPL
- 1. Maximizing the Use of Video Communications in Your Organization Presented by: Rob Whatley AVI-SPL VTC/UC Subject Matter Expert, East Region
- 2. Agenda Classic Pitfalls 30 years of classic problem areas and challenges Addressing the Challenges Don’t let history repeat itself and wash away the legacy experiences Communicating Change What to do to get adoption and acceptance within your company
- 4. Classic Pitfalls Equipment Does it do what your company needs it to do? Room Design Are elements correct for attended use and functions? Scheduling Ad-hoc, Managed, Phone, Online, Outlook or Notes, etc… Support Do end users fend for themselves? Education Catch them a fish or teach them to fish?
- 5. Equipment & Network Design/Deployment Network Connectivity: CONNECT ISDN Expensive, limiting, unreliable, unsecure, complicated Calls are fee-based, Cost varies per location and call rate, popular in Europe IP How much bandwidth is really ‘necessary’ or ‘required’ Advancement in Video and Audio compression technology improves quality and reduces bandwidth Most new systems only support IP network connectivity and protocols
- 6. Equipment & Network Design/Deployment Network Connectivity: CONNECT QoS Calls are bi-directional real-time communications dependent upon a quality network design QoS also maximizes bandwidth utilization Intercompany Communication Challenges and Choices surrounding security is confusing H.460 and Firewall-aware Proxy Centralized vs. distributed Call Routing Company IT security policies require some type of special equipment and solutions to address video calls over the corporate LAN
- 7. Equipment & Network Design/Deployment Management: CONTROL Dial Plan Design and Compatibility Inter-company calling Intra-company calling Legacy ISDN to IP to POTS System Monitoring and Management Address Book Management Alarms, Software Updates, Call Management Network Performance and reliability
- 8. Equipment & Network Design/Deployment Management: CONTROL Maintenance Software Updates Internal vs. Outsource Warranty Coverage Audio Visual Peripherals Reporting Call Detail Records Trouble Tickets Network Performance and provider SLA
- 9. Equipment & Network Design/Deployment Meeting Services: COMMUNICATE Operator Services Call Launching In-meeting assistance Multi-site call coordination Online Concierge Bridging Telepresence, HD, SD, ISDN, On-net, Internet Moderation, Ad-hoc, Layout, Lecture, Managed, Recording Mixed Video, Audio, Web, Stream, Data
- 10. Scheduling The #1 challenge all companies face Availability Room Video (is it part of the room or a resource?) Pecking order: Who gets first right to video enabled room? Access Rights: Are there restrictions to room/system access? Meeting Setup Online, Phone, Email Outlook or Lotus Notes Integrated Administrated vs. Automated Service Provided
- 11. Scheduling Resource Management Rooms versus Video Included in the Room Is video considered dedicated to the room or is it a resource available in the room? Desktop Users: No longer a room Internal Bridge vs. Hosted Services Audio, Web, Data, Streaming Managed vs. Ad-Hoc Meetings Managed Call Launching, PTP or MP Reservation-less Bridging (Bridging on Demand) Automated Provisioning and calling Through Scheduling System
- 12. Support User Support Services and Resources User Assistance Pilot Error vs. System Malfunction? Maybe it’s Not You How Do They Get Help? Audio, Web, Data, Streaming Local or In-office Technicians Does every location have someone on staff to help users? Do they have access to Remote Assistance? When end users take it into their own hands
- 13. Support Break/Fix/Maintain Diagnosis and Repair Identifying the problem is always a priority How do you know there’s a problem? Who’s going to respond? What’s your backup plan? Hardware Repair/Replacement Are your systems under a support contract? How do you determine if its your hardware, the other side or the network? How long will the repair take?
- 14. Education Do your users even know how to use video? End User Training Using a System Scheduling a Meeting Why do users avoid using video? Do they even know who they can call? End User resources Live training sessions Online or CBT modules User Manuals, In-room material
- 15. Education Policy and Procedures Who can Use it How Do They Schedule Using a Room but not the Video in the Room Who has Bumping Rights? What and Where do we have video available? Executive Access only Desktop/Personal Multi-location Resource Visibility
- 16. Education Marketing Communication Internal Marketing Utilization is a good indicator Do you treat it like your phone system or business applications? Did you create an Identity for your video services? Is there an executive sponsor or support? Communicate Policies Is using video part of your travel policies? Are there incentives to Managers to encourage use? Is it available to everyone or an elite few?
- 17. Education Perception is Everything!!! One rotten apple spoils the bushel Are users satisfied with video in your company? How do you turn a bad impression into a good one? How do you identify issues and implement fixes? Ignorance is bliss but not good for video Sometimes it’s the simple things that make the most impact Bad habits are hard to break Does your deployment encourage bad habits?
- 19. Discovery Identify What you have and need What do your users have available to them? Phone, Email, IM, In-person, Video How are your users currently communicating? In-Person Meetings Audio, Video, Web Conferencing Email Who are they talking to? Internal only Vendors, Customers, Partners Regional, Domestic or International
- 20. Discovery What do you have for Video Today? Is the equipment you have currently viable? SD, HD, Telepresence, Desktop What type of Network are you using? ISDN Corporate LAN/WAN Public Internet What is your Support mechanism? Internal Resources Service Provider Both
- 21. Design Design the services to match your user’s needs Audio/Video and Web Conferencing are Resources Meetings should not revolve around a technology Use the technology to enhance productivity, not control it Implement a Scheduling system and procedure that works for your company Integrate into your users’ daily communication activities and preferences Avoid over-rigid policies and processes Try to integrate into an existing system already used Create a Support Structure for Users and Technology How to support meetings How problems are identified and addressed Hardware, Software and Labor coverage
- 22. Design Technology Decisions Network Intra and Inter Company Connectivity Bandwidth Utilization, QoS, capacity Security, Firewall Traversal Infrastructure Components Scheduling System Bridges, gateways, GateKeepers Dial Plan Meeting Support VNOC, Call Launching Automation, Pro-Active vs. Reactive Support
- 23. Design
- 24. Deploy Project Management An Implementation Plan and Resources are Important A dedicated Project Manager or Team Network, Infrastructure, Systems Test Phase Once installed, thorough testing of all systems is needed Confirm all Systems are 100% before end users make a call Limited Availability use to confirm real world use Launch Create an Internal Marketing Campaign Create a Training Program prior to release Hardware, Software and Labor coverage
- 25. Support Don’t Abandon Your Users Create a Support policy and Procedure Communicate It Test It, Advertise it. Explore Outsourcing vs. On-Staff Can a provider support your users better than your internal staff? Don’t load responsibility onto someone with other duties Service providers don’t take vacations or get sick
- 26. Meeting Etiquette Don’t Schedule calls back to back In Case Of Emergency Where to Sit What to Wear Multipoint calls Noise Side Conversations The people you can’t see (audio) Body Language Know your limitations
- 27. Thank You for Attending!
Editor's Notes
- #5: Crestron control