Uc Ref Group Oct08

UC Reference Group Meeting 23 October 2008

Agenda Update on the UC Roadmap Update on IPTel Deployment Update on Mobility, Carrier, Billing Outcomes of the IPTel Working Group IPTel SAT Testing Pre Production environment build progress Other Q&A Other Business

Pilot Site Deployment Schedule Building Name # of ext Who? Dates 258 Queensberry 10 to 20 IPTel project team 8 December 2008 40 Selected IS and Finance users 15 December 2008 5 Telephony HelpDesk team 7 January 2009 VetSci (Werribee) 10 to 20 Super users & IS users 13 January 2009 1 Operator 15 January 2009 258 Queensberry 10 to 20 IS Service Desk 15 January 2009 5 to 10 Operators 15 January 2009 New Eco & Com ~500 50 first users 25 January 2009 200 additional extensions 1 February 2009 250 additional extensions 8 February 2009 Law ~450 All Law users & extensions after 1 February 258 Queensberry ~400 All remaining 258QB users & extensions after 1 February

Carrier, Mobility, & Billing Update

Update - Carrier ISDN lines and associated services linked to central PABXs identified. Churn request forwarded to Optus. Remaining to churn: PSTN lines, non central ISDN lines.

Next Steps- Carrier Target greatest cost savings potential (Highest number ISDN services in regional areas) to churn. Engage P & CS to churn lift and security lines. Using Telstra billing records, target single ‘rats and mice’ Parkville services (fax, Eftpos, etc).

Update - Mobility To date, 150 services have been transitioned to the new service… Central Ports External Ports New Activations Total Aug Week 4 17 4 13 34 Sep Week 2 31 3 3 37 Sep Week 3 13 7 4 24 Sep Week 4 4 6 6 16 Oct Week 1 6 2 2 10 Oct Week 2 19 2 8 29 90 24 36 150

… 77 new devices have been procured iPhone TyTN Touch i780 Basic Dongle Total Aug Week 4 10 0 5 1 2 0 18 Sep Week 2 8 0 1 0 2 0 11 Sep Week 3 9 1 1 0 0 1 12 Sep Week 4 12 1 0 0 1 0 14 Oct Week 1 5 2 0 0 0 0 7 Oct Week 2 10 0 2 0 0 3 15 54 4 9 1 5 4 77

… and 150 monthly bills have been consolidated, equating to approximate savings of $8850

… and with an approximate reduction in departmental charges of $4425

Reported Mobility Issues Some University provided smartphones experiencing slow (dialup) data speeds in country areas due to Optus 3G network frequencies. There are areas in the Parkville campus where there is no, or patchy, in-building coverage. Some users have reported network connectivity issues, including call dropouts, off campus and in regional areas. iPhone particularly problematic, causing voice calls to drop out in areas where coverage is usually not a problem.

The Facts 3G coverage for Optus is currently at 93.6% of the Victorian population, and scheduled to be 99% by December 2008 Voice dropouts have been measured at 64 per 12,881 calls in the Parkville area - iPhone experienced almost twice the number of dropouts than other devices iPhones and some other devices only have dial up speeds for data in regional areas due to network frequency. Voice will work equally well on 2G (the old network, prevalent in regional areas) as 3G

Issues Remediation Ensure that the correct device is selected in relation to user profile – i.e. the iPhone is not appropriate for regional roaming for data. A re-evaluation of the current device offering being undertaken to offer more choices to cater for regional. Optus are improving in-building coverage, and are investing about $2.3 million in infrastructure upgrades to see the University into the future. Optus are investing millions to improve national coverage – with a goal of 99.6% coverage by December 2009. We are assessing coverage before any bulk transitioning proceeds.

Billing Update First round system acceptance testing (SAT) uncovered no major defects. Environmental limitations reduced the number of tests that were able to be performed. These tests will be performed in second round SAT. User Acceptance Test scripts being drafted. Pre-production environment will have all systems integrated, specifically AD and CAAB.

Cost Allocation The Financial Working Group has finalised work on design of integrating CAAB with the GL, and the outputs to Themis for cost allocation. The User Working Group will commence in the next week, to validate system design, and refine reporting requirements (more later). Next step - working on designing/configuring business rules for the CAAB, that reflect the Financial Working Group input.

Security Groups and Reporting Security groups allow certain individuals to have access to view faculty, department, or individual usage reports. Initially, all users in AD will be assigned individual rights to view call costs/details. Additional group/s will be set up to allow faculty/departmental views, to be defined at the Working Group. The User Working Group will decide on reporting formats. Working group will also validate approach to ensuring costs are allocated appropriately, via examining scenarios and system design.

Questions? Carrier Mobility Billing

IP Phone Working Group Update

IP Phone Working Group – Mandate Validated business requirements by providing: Input into the customised end user experience of phone system Input into change, communication, training and deployment strategies Input into service delivery model

Calling Rights & Forwarding Rights Auxiliary numbers 1800 – included from level 5 13/1300 & 122x (free directory service) – included from level 4 Level Access 5 Internal + emergency 4 Internal + emergency + local 3 Internal + emergency + local + Victoria regional/National 2 Internal + emergency + local + Victoria regional/National + mobile 1 Internal + emergency + local + Victoria regional/National + mobile + International

Unified Messaging & Voicemail An IPTel user with an Exchange mailbox will receive, listen to, and manage their voicemails from their e-mail inbox or their phone An IPTel user without an Exchange mailbox will receive, listen to and manage their voicemails via their phone

Unified Messaging & Voicemail Retention and Deletion Policy All voicemail messages will be automatically deleted after 21 days. Users can delete their messages before this date

Standard: 80 % + of users Super: PA & Shared phones Public spaces & student residence

IP Phone Profiles Simplify provisioning process for the end-user Allow automation of Service Requests Profile features include: Calling rights and forwarding rights Handset types Voicemail types

Default Settings End User Phone Profiles Profile type User Handset Model Calling rights Forward rights Voicemail Standard Most staff 7945 2 (mobile) 4 (local) Unified Messaging Super User PA/EA/Support centre 7965 2 (mobile) 4 (local) Unified Messaging Non Standard Casual/seasonal, post grad 7945 3 (national) 4 (local) Basic Voicemail Basic User Student residence 7906 3 (national) NA Basic Voicemail

Default Settings Non User Phone Profiles Profile Type Location Handset Model Call rights Forwarding rights Voicemail Meeting Room Secure from public 7945 3 (national) NA No Meeting Room Shared with other department 7945 4 (local) NA No Public Space Lecture theatre, foyer/lobby 7906 5 (internal) NA No

Caller Line Identity - CLI INTERNAL calls Caller’s extension # and name will be displayed for the vast majority of users and “ Masked” caller information will be displayed for some senior and call centre staff

Caller Line Identity - CLI EXTERNAL calls : display options No caller information for Parkville campus Non-Parkville campuses: No caller information Or, campus switchboard number

Ring Tones Music Box Chirp 1 & 2 Classic Pop

Internal & External Directory Search Name (Preferred First Name + Last Name) Office Phone Number UoM Mobile Phone Number (Public/Private flag in Themis Self Service) Email Address Department Campus Building/Floor (Themis self service) Fax (Themis self service)

IP Phone UAT (User Acceptance Testing) Performed by end-users to ensure that the product functionality meets all business requirements Performed by admin and telephony support staff to ensure that the service request processes meets business requirements.

UAT – Volunteers Phone Function testing Repetitive end user test cases 1 day minimum commitment per tester No telephony skills required Parkville to be completed between 8 and 19 December Service Request testing System and process oriented test cases Admin and Telephony support staff Phase 1 to be completed between 11 and 19 December Phase 2 to be completed in January 2009

Volunteers Please contact: Debbie Keogh on x42741 or [email_address] Sylvie Isabelle on x42744 or [email_address] Hilary Sissons on x42707 or [email_address]

New 9035 Number Range Will be available by mid November Initially released to moves or refurbishments projects already approved Schedule rollout for other business needs from February 2009

Training & Communication Packages Standard Users : ~ 85% - Single line, single call users with basic needs Super Users: ~10% - Multi line, multi call users with advanced needs Site Support Users: ~5% - User Support Staff

Site Support Users Are made up of IPTel Project, IS Service Desk, LITES, Facilities, and some Super User Staff. During migration these staff will provide users with “first response” on-the-spot demonstrations, training and first level support.

Training and Self-Support Materials Standard User Super User Site Support Users 30 Minute Lecture Theater Demonstration    1.5 hour Super User Training Session   Animated Web Telephone User Guide    Standard User Quick Reference Card    Getting Started 1 Pager    Super User Quick Reference Card   Phone Manual    On-site Spot Training from Site Support Users   1-on-1 Training    Phone Service Request and Provisioning Process  Level 1 Fault Diagnosis  Job Shadowing 

Phased Migration Proposal Site Support Users and Super Users would ideally be migrated 1-2 weeks before the standard phone users Enables these staff to better support standard users on main migration day

Post Migration - User Support Day 1, 2 and 3 user support will be delivered by Project and Site Support Team Day 4+ support will revert to the IS Telephony support team and the local members of the Site Support Team Issues will be logged and escalated back to Project Team where required.

Thank you Program Website and Blog Website www.uc.unimelb.edu.au Blog http://blogs.unimelb.edu.au/uc/

Uc Ref Group Oct08

More Related Content

What's hot (18)

Viewers also liked (7)

Similar to Uc Ref Group Oct08 (20)

More from UCUOM (9)

Recently uploaded (20)

Uc Ref Group Oct08