Microsoft Office System
                                               Customer Solution Case Study

“The software client                        Situation                                          make and receive voice over...
says, “The software client from Microsoft was    Security for Exchange Server—part of the
much more refined than the one f...
“We are excited about                       Five hundred employees use the new               using Web conferencing to con...
For More Information                                            Employees can also make and receive calls          Microso...
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Mercer University Lighthouse Final


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Microsoft Exchange 2007 Unified Messaging

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Mercer University Lighthouse Final

  1. 1. Microsoft Office System Customer Solution Case Study University Reduces Costs and Creates New Opportunities with Unified Communications Overview “We can cut back on travel expenses by at least 25 Country or Region: United States Industry: Education—Higher education percent ... after we deploy additional RoundTable institutions devices and when employees take full advantage of Customer Profile Office Live Meeting.” Mercer University educates 7,300 students Shane Milam, Director of System Networks, Mercer University in 11 disciplines such as law and medicine, at six campuses across the state Mercer University wanted to provide faculty and staff with up-to- of Georgia. In 2007, the school earned U.S.$160 million in operating revenue. date communication and collaboration tools. The university’s e- mail, voice-mail, and calendaring applications were difficult to use, Business Situation The university wanted to replace its e-mail, lacked functionality, or were at the end of their life cycles. Mercer voice-mail, and calendaring systems. also wanted to provide for more large-group Web conferences, and Mercer was also interested in deploying a full-featured voice over IP (VoIP) and Web- give employees access to voice over IP (VoIP) telephony and Web conferencing solution. conferencing from their workstations. In 2007, Mercer decided to Solution deploy a unified communications solution built on Microsoft® A unified communications solution built on Exchange Server 2007 and Microsoft Office Communications Microsoft® Exchange Server 2007 and Microsoft Office Communications Server Server 2007. With it, employees can access instant messaging, 2007 delivers integrated e-mail, voice mail, VoIP telephony, Web conferencing, and a unified inbox for e-mail, VoIP, and Web conferencing. voice mail, and faxes. In addition, the unified communications Benefits solution will help Mercer to cut costs and provide for greater levels Improved collaboration Facilitated online learning of collaboration, online learning, and mobility. Reduced costs Provided for greater mobility
  2. 2. “The software client Situation make and receive voice over IP (VoIP) calls Mercer University is ranked among the top 10 from their workstations. Still, the university from Microsoft was percent of all universities in North America by wanted to keep its existing Private Branch much more refined than The Princeton Review. Founded in 1833, Exchange (PBX) systems. “Because our PBX Mercer has 1,300 employees who support 11 infrastructure works really well and is not at the one from Cisco. The schools and colleges offering studies in fields the end of its life, we were interested in unified communications including liberal arts, business, engineering, slowly replacing our voice infrastructure with theology, and music. The university’s 7,300 a VoIP product,” explains Milam. solution from Microsoft students attend classes at three main also cost between 35 to campuses in Macon, Atlanta, and Savannah, Mercer also wanted to give employees access and at three satellite campuses—all located to Web conferencing from their workstations. 40 percent less than the in Georgia. Last year, Mercer garnered Some employees frequently travel between solution from Cisco.” U.S.$160 million in operating revenue. campuses to teach classes or to meet with other employees or students. Employees Shane Milam, Director of System Networks, In 2007, the university’s employees lacked routinely spent between 20 minutes and 3 Mercer University the tools needed to collaborate effectively hours to reach other university sites. Along together or with students. “Our e-mail ran on with the cost of gas, Mercer reimbursed staff PMDF, which was very simplistic and didn’t 50 cents for every mile driven. Not only was function very well,” explains Shane Milam, the frequent travel disruptive to workflow, but Director of System Networks for Mercer also instructors had to deliver the same class University. “The Web-mail interface was to students at multiple locations, which could archaic, and people just absolutely hated be extremely repetitive. To help minimize using it. In fact, one of our biggest complaints travel, Mercer is implementing a video- from users was that interface,” he says. As a conference facility in Macon. However, the result, employees who frequently traveled video-conference system costs $100,000, between sites or who worked from home did which makes it expensive to duplicate in not always check e-mail. other locations. The system’s OnTime calendaring application Solution also created issues and was at the end of its The university spent several months useful lifecycle. “The calendar service was evaluating numerous e-mail, voice-mail, VoIP, underused,” explains Milam. “It was prone to and Web-conferencing solutions. Only corruption and crashes. To set up a meeting, Microsoft could provide all of the functionality people had to send an e-mail message to the the university sought in a tightly integrated participants and include options for a solution that was also affordable. With this meeting time and then wait for a response. solution, users could manage e-mail, voice This constantly caused problems with mail, and faxes from their e-mail inboxes. collaboration and delayed scheduling.” From their workstations, users could access VoIP telephony, Web conferencing, IM, and To help boost operational and employee presence technology—which gives instant efficiency, the university wanted to upgrade insight into other employees’ availability, some of its other communication preferred method of contact, and phone technologies. The Nortel Meridian Mail voice- numbers. mail system was at the end of its useful lifecycle and needed to be replaced. The Commenting on the differences between the university also wanted to provide employees solution from Microsoft and the university’s with instant messaging (IM) and the ability to second choice—a system from Cisco—Milam
  3. 3. says, “The software client from Microsoft was Security for Exchange Server—part of the much more refined than the one from Cisco. Enterprise CAL Suite—to supplement the The unified communications solution from university’s Cisco IronPort e-mail filtering Microsoft also cost between 35 and 40 appliance. percent less than the solution from Cisco.” Next, eight team members began to migrate The solution from Microsoft was less employees from PMDF to Exchange Server expensive for several reasons. Rather than 2007. To provide each user with access to e- deploy separate infrastructures to support mail, an IT employee installed the Microsoft multiple components, the university could Office Outlook® 2007 messaging and implement a single infrastructure for the collaboration client on the user’s workstation unified communications solution from and migrated the user’s mailbox to Exchange Microsoft. Mercer could also acquire the Server 2007. This process was initially done solution’s core programs—Microsoft® manually, but recently the university deployed Exchange Server 2007 and Microsoft Office Transend Migrator, which automates and Communications Server 2007—as part of the accelerates the migration process. Enterprise Client Access License (CAL) Suite. By doing so, the university would gain 10 Meanwhile, three consultants from Enabling other collaboration and security products, Technologies installed Office without spending additional money. Communications Server 2007 on the systems that run Exchange Server 2007. To facilitate In November 2007, Mercer engaged communication between the Nortel Meridian Microsoft Gold Certified Partner Enabling 1 Option 81c PBX system and Office Technologies Corp. to create an architecture Communications Server 2007 so that the and implementation plan for the unified PBX and VoIP solutions can coexist, the communications solution. While Mercer consultants deployed an AudioCodes Mediant would manage the deployment of messaging, 1000 gateway. After the infrastructure was in Enabling would manage the deployment of place, the consultants rolled out the unified VoIP, Web conferencing, and IM. communications solution to 250 users—who also had access to Exchange Server. The In February 2008, a team of 10 Mercer IT consultants installed Microsoft Office employees installed nine Dell PowerEdge Communicator 2007 and Microsoft Office 2950 server computers and one Dell Live Meeting on the users’ workstations. PowerEdge SC1425 server computer that Users can either conduct calls directly from runs the Windows Server® 2003 Enterprise their desktops with Office Communicator Edition operating system at the data center in 2007, or they can use an IP phone device Macon. Next, the team installed Microsoft such as the LG-Nortel Bluetooth Headset Exchange Server 2007 Enterprise Edition and 8502 or the LG-Nortel IP Phone 8540. Microsoft SQL Server® 2005 data management software on the server To provide for Web conferencing with larger computers. To facilitate high availability for groups, Enabling consultants deployed one the messaging system, the employees took Microsoft RoundTable™ conferencing and advantage of cluster continuous replication in collaboration device in a meeting room at the Exchange Server, which maintains a real-time Macon campus. The device provides for an copy of the e-mail database. The team also enriched Web-conferencing experience by deployed an antispam and antispyware capturing a 360-degree view of the meeting solution built on Microsoft Forefront™ room and individual images of participants.
  4. 4. “We are excited about Five hundred employees use the new using Web conferencing to conduct classes messaging solution supported by Exchange over the Internet,” explains Milam. “They are having the ability to Server 2007, and Mercer expects to also interested in recording classes and conduct impromptu complete the deployment to all employees by posting them on a Web site so that students October 1, 2008. The university will also can watch a class at any time in passive video conferences. The continue to roll out much of the unified mode.” RoundTable device is a communications solution and hopes to deploy numerous RoundTable devices to The university’s Learning Technologies Center perfect alternative to our expand the number of Web-enabled (LTC) also plans to use Web conferences to traditional video- conference facilities at its campuses. educate employees and students about IT technologies used on campuses. “LTC does a conference facility Benefits lot of training for single users and small because we can deploy With the university’s new unified groups at the different campuses,” says communications solution, employees can Milam. “So rather than traveling, LTC can put it for a fraction of the more easily communicate, schedule the class on here at Macon and then a group cost.” meetings, and access their communication at another campus can participate online.” and collaboration tools from remote Shane Milam, Director of System Networks, locations. Mercer can also save money and Reduced Costs Mercer University provide for new opportunities in online The ability to conduct Web conferencing will learning. save money. Milam explains, “We can cut back on travel expenses by at least 25 Improved Collaboration percent—or roughly $250,000 annually—after Employees can now choose from a variety of we deploy additional RoundTable devices and tools to better communicate with students when employees are taking full advantage of and coworkers. The new solution provides the Office Live Meeting.” option of having a unified inbox that helps people stay in closer contact. Employees can The university also expects to save money by also initiate or join a Web conference from using VoIP telephony instead of continuing to their workstations or from a location that has build on its PBX infrastructure. “We recently a RoundTable device. “We are excited about bought a building in Atlanta,” says Milam. having the ability to conduct impromptu video “We have data service going to it, but we conferences,” says Milam. “The RoundTable don’t have phone service. So instead of device is a perfect alternative to our subscribing to a T1 communications line, I traditional video-conference facility because can deploy VoIP phone service to it, which we can deploy it for a fraction of the cost.” means I avoid spending $300 a month for another T1 subscription.” Employees also find it easier to schedule meetings. “We finally have true groupware Provided for Greater Mobility functionality,” says Milam. “This may not Unlike the previous Web-mail interface which seem like a big deal, but it is for us because was difficult to use, the new system provides of the system we had before. Exchange for easy access to e-mail from most Internet- Server 2007 provides a calendaring tool that enabled computers. “Microsoft Office Outlook faculty and staff actually want to use.” Web Access gives users a current, full- featured mobile interface to their e-mail and Facilitated Online Learning calendar infrastructure—which is a big The university plans to create new learning change from our previous solution,” notes options. “Many departments are interested in Milam.
  5. 5. For More Information Employees can also make and receive calls Microsoft Office System For more information about Microsoft from their workstations by using their Internet The Microsoft Office system is the business products and services, call the Microsoft access and Office Communicator 2007. “I world’s chosen environment for information Sales Information Center at (800) 426- can walk into a coffee shop, log on to the work, providing the programs, servers, and 9400. In Canada, call the Microsoft campus network, and then I can make and services that help you succeed by Canada Information Centre at (877) 568- receive calls,” explains Milam. “No one knows transforming information into impact. 2495. Customers who are deaf or hard-of- I’m not in my office. We have tried this from a hearing can reach Microsoft text telephone number of different locations and with For more information about the Microsoft (TTY/TDD) services at (800) 892-5234 in several Internet providers—and the quality of Office system, go to: the United States or (905) 568-9641 in service was very good. It’s nice to have the Canada. Outside the 50 United States and option of carrying your phone extension with Canada, please contact your local you to different places, including your home.” Microsoft subsidiary. To access information by using the World Wide Web, go to: For more information about Enabling Technologies Corp. products and services, call (800) 923-4310 or visit the Web site at: For more information about Mercer University products and services, call (478) 301-2700 or visit the Web site at: Software and Services Microsoft Enterprise Client Access License Microsoft Office Suite − Microsoft Office Communications Technologies Server 2007 − Microsoft Office Outlook Web Access − Microsoft Office Communicator 2007 − Microsoft Office Live Meeting Hardware − Microsoft Office Outlook 2007 Dell PowerEdge 2950 server computer Microsoft Server Product Portfolio Dell PowerEdge SC1425 server computer − Windows Server 2003 Enterprise LG-Nortel Bluetooth Headset 8502 Edition LG-Nortel IP Phone 8540 − Microsoft Exchange Server 2007 Microsoft RoundTable Enterprise Edition − Microsoft Forefront Security for Partners Exchange Server Enabling Technologies Corp. − Microsoft SQL Server 2005 This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Document published June 2008