Uc Ref Group Oct08

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Uc Ref Group Oct08

  1. 1. UC Reference Group Meeting 23 October 2008
  2. 2. Agenda <ul><li>Update on the UC Roadmap </li></ul><ul><li>Update on IPTel Deployment </li></ul><ul><li>Update on Mobility, Carrier, Billing </li></ul><ul><li>Outcomes of the IPTel Working Group </li></ul><ul><li>IPTel SAT Testing </li></ul><ul><li>Pre Production environment build progress </li></ul><ul><li>Other Q&A </li></ul><ul><li>Other Business </li></ul>
  3. 4. 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
  4. 5. Carrier, Mobility, & Billing Update
  5. 6. Update - Carrier <ul><li>ISDN lines and associated services linked to central PABXs identified. </li></ul><ul><li>Churn request forwarded to Optus. </li></ul><ul><li>Remaining to churn: PSTN lines, non central ISDN lines. </li></ul>
  6. 7. Next Steps- Carrier <ul><li>Target greatest cost savings potential (Highest number ISDN services in regional areas) to churn. </li></ul><ul><li>Engage P & CS to churn lift and security lines. </li></ul><ul><li>Using Telstra billing records, target single ‘rats and mice’ Parkville services (fax, Eftpos, etc). </li></ul>
  7. 8. Update - Mobility <ul><li>To date, 150 services have been transitioned to the new service… </li></ul>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
  8. 9. <ul><li>… 77 new devices have been procured </li></ul>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
  9. 10. … and 150 monthly bills have been consolidated, equating to approximate savings of $8850
  10. 11. … and with an approximate reduction in departmental charges of $4425
  11. 12. Reported Mobility Issues <ul><li>Some University provided smartphones experiencing slow (dialup) data speeds in country areas due to Optus 3G network frequencies. </li></ul><ul><li>There are areas in the Parkville campus where there is no, or patchy, in-building coverage. </li></ul><ul><li>Some users have reported network connectivity issues, including call dropouts, off campus and in regional areas. </li></ul><ul><li>iPhone particularly problematic, causing voice calls to drop out in areas where coverage is usually not a problem. </li></ul>
  12. 13. The Facts <ul><li>3G coverage for Optus is currently at 93.6% of the Victorian population, and scheduled to be 99% by December 2008 </li></ul><ul><li>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 </li></ul><ul><li>iPhones and some other devices only have dial up speeds for data in regional areas due to network frequency. </li></ul><ul><li>Voice will work equally well on 2G (the old network, prevalent in regional areas) as 3G </li></ul>
  13. 14. Issues Remediation <ul><li>Ensure that the correct device is selected in relation to user profile – i.e. the iPhone is not appropriate for regional roaming for data. </li></ul><ul><li>A re-evaluation of the current device offering being undertaken to offer more choices to cater for regional. </li></ul><ul><li>Optus are improving in-building coverage, and are investing about $2.3 million in infrastructure upgrades to see the University into the future. </li></ul><ul><li>Optus are investing millions to improve national coverage – with a goal of 99.6% coverage by December 2009. </li></ul><ul><li>We are assessing coverage before any bulk transitioning proceeds. </li></ul>
  14. 15. Billing Update <ul><li>First round system acceptance testing (SAT) uncovered no major defects. </li></ul><ul><li>Environmental limitations reduced the number of tests that were able to be performed. </li></ul><ul><li>These tests will be performed in second round SAT. </li></ul><ul><li>User Acceptance Test scripts being drafted. </li></ul><ul><li>Pre-production environment will have all systems integrated, specifically AD and CAAB. </li></ul>
  15. 16. CAAB Inputs and Outputs
  16. 17. Cost Allocation <ul><li>The Financial Working Group has finalised work on design of integrating CAAB with the GL, and the outputs to Themis for cost allocation. </li></ul><ul><li>The User Working Group will commence in the next week, to validate system design, and refine reporting requirements (more later). </li></ul><ul><li>Next step - working on designing/configuring business rules for the CAAB, that reflect the Financial Working Group input. </li></ul>
  17. 18. Security Groups and Reporting <ul><li>Security groups allow certain individuals to have access to view faculty, department, or individual usage reports. </li></ul><ul><li>Initially, all users in AD will be assigned individual rights to view call costs/details. </li></ul><ul><li>Additional group/s will be set up to allow faculty/departmental views, to be defined at the Working Group. </li></ul><ul><li>The User Working Group will decide on reporting formats. </li></ul><ul><li>Working group will also validate approach to ensuring costs are allocated appropriately, via examining scenarios and system design. </li></ul>
  18. 19. Questions? <ul><li>Carrier </li></ul><ul><li>Mobility </li></ul><ul><li>Billing </li></ul>
  19. 20. IP Phone Working Group Update
  20. 21. IP Phone Working Group – Mandate <ul><li>Validated business requirements by providing: </li></ul><ul><ul><ul><li>Input into the customised end user experience of phone system </li></ul></ul></ul><ul><ul><ul><li>Input into change, communication, training and deployment strategies </li></ul></ul></ul><ul><ul><ul><li>Input into service delivery model </li></ul></ul></ul>
  21. 22. 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
  22. 23. Unified Messaging & Voicemail <ul><li>An IPTel user with an Exchange mailbox will receive, listen to, and manage their voicemails from their e-mail inbox or their phone </li></ul><ul><li>An IPTel user without an Exchange mailbox will receive, listen to and manage their voicemails via their phone </li></ul>
  23. 24. Unified Messaging & Voicemail Retention and Deletion Policy <ul><li>All voicemail messages will be automatically deleted after 21 days. </li></ul><ul><li>Users can delete their messages before this date </li></ul>
  24. 25. Standard: 80 % + of users Super: PA & Shared phones Public spaces & student residence
  25. 26. IP Phone Profiles <ul><li>Simplify provisioning process for the end-user </li></ul><ul><li>Allow automation of Service Requests </li></ul><ul><li>Profile features include: </li></ul><ul><ul><li>Calling rights and forwarding rights </li></ul></ul><ul><ul><li>Handset types </li></ul></ul><ul><ul><li>Voicemail types </li></ul></ul>
  26. 27. 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
  27. 28. 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
  28. 29. Caller Line Identity - CLI <ul><li>INTERNAL calls </li></ul><ul><li>Caller’s extension # and name will be displayed for the vast majority of users and </li></ul><ul><li>“ Masked” caller information will be displayed for some senior and call centre staff </li></ul>
  29. 30. Caller Line Identity - CLI <ul><li>EXTERNAL calls : display options </li></ul><ul><li>No caller information for Parkville campus </li></ul><ul><li>Non-Parkville campuses: </li></ul><ul><ul><li>No caller information </li></ul></ul><ul><ul><li>Or, campus switchboard number </li></ul></ul>
  30. 31. Phone Background Image
  31. 32. Ring Tones <ul><li>Music Box </li></ul><ul><li>Chirp 1 & 2 </li></ul><ul><li>Classic </li></ul><ul><li>Pop </li></ul>
  32. 33. Internal & External Directory Search <ul><li>Name (Preferred First Name + Last Name) </li></ul><ul><li>Office Phone Number </li></ul><ul><li>UoM Mobile Phone Number (Public/Private flag in Themis Self Service) </li></ul><ul><li>Email Address </li></ul><ul><li>Department </li></ul><ul><li>Campus </li></ul><ul><li>Building/Floor (Themis self service) </li></ul><ul><li>Fax (Themis self service) </li></ul>
  33. 34. IP Phone UAT (User Acceptance Testing) <ul><li>Performed by end-users to ensure that the product functionality meets all business requirements </li></ul><ul><li>Performed by admin and telephony support staff to ensure that the service request processes meets business requirements. </li></ul>
  34. 35. UAT – Volunteers <ul><li>Phone Function testing </li></ul><ul><ul><li>Repetitive end user test cases </li></ul></ul><ul><ul><li>1 day minimum commitment per tester </li></ul></ul><ul><ul><li>No telephony skills required </li></ul></ul><ul><ul><li>Parkville to be completed between 8 and 19 December </li></ul></ul><ul><li>Service Request testing </li></ul><ul><ul><li>System and process oriented test cases </li></ul></ul><ul><ul><li>Admin and Telephony support staff </li></ul></ul><ul><ul><li>Phase 1 to be completed between 11 and 19 December </li></ul></ul><ul><ul><li>Phase 2 to be completed in January 2009 </li></ul></ul>
  35. 36. Volunteers <ul><li>Please contact: </li></ul><ul><li>Debbie Keogh on x42741 or [email_address] </li></ul><ul><li>Sylvie Isabelle on x42744 or [email_address] </li></ul><ul><li>Hilary Sissons on x42707 or [email_address] </li></ul>
  36. 37. New 9035 Number Range <ul><li>Will be available by mid November </li></ul><ul><li>Initially released to moves or refurbishments projects already approved </li></ul><ul><li>Schedule rollout for other business needs from February 2009 </li></ul>
  37. 38. Training & Communication Packages <ul><ul><li>Standard Users : ~ 85% </li></ul></ul><ul><ul><li>- Single line, single call users with basic needs </li></ul></ul><ul><ul><li>Super Users: ~10% </li></ul></ul><ul><ul><li>- Multi line, multi call users with advanced needs </li></ul></ul><ul><ul><li>Site Support Users: ~5% </li></ul></ul><ul><ul><li>- User Support Staff </li></ul></ul>
  38. 39. Site Support Users <ul><li>Are made up of IPTel Project, IS Service Desk, LITES, Facilities, and some Super User Staff. </li></ul><ul><li>During migration these staff will provide users with “first response” on-the-spot demonstrations, training and first level support. </li></ul>
  39. 40. 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 
  40. 41. Phased Migration Proposal <ul><li>Site Support Users and Super Users would ideally be migrated 1-2 weeks before the standard phone users </li></ul><ul><li>Enables these staff to better support standard users on main migration day </li></ul>
  41. 42. Post Migration - User Support <ul><li>Day 1, 2 and 3 user support will be delivered by Project and Site Support Team </li></ul><ul><li>Day 4+ support will revert to the IS Telephony support team and the local members of the Site Support Team </li></ul><ul><li>Issues will be logged and escalated back to Project Team where required. </li></ul>
  42. 43. Thank you <ul><li>Program Website and Blog </li></ul><ul><li>Website www.uc.unimelb.edu.au </li></ul><ul><li>Blog http://blogs.unimelb.edu.au/uc/ </li></ul>

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