1. ACUTA FALL SEMINAR
October 17, 2012 1

2. THE CHANGING OFFICE ENVIRONMENT
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3. PREDICTIONS
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• By 2013 40% of knowledge workers
worldwide will have abandoned or removed
their desk phones.*
• In many organizations today, the desk phone
could be easily removed with little or no
impact to the performance of the individual.*
* Gartner’s Top Predictions for IT Organizations and Users, 2009 and Beyond: Where is the Money? February 4, 2009

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• Mobility
• Flexibility
• Options

5. WHAT IS THE “DESK PHONE”?
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Wired Communications Device
• Business Function
• Safety Function
• Fixed & Known Location
• Reliability/Availability
• Resiliency

6. REMOVING THE DESK PHONE . . .
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Safety
Isn’t a technology question

7. THE PENN STATE ENVIRONMENT @
UNIVERSITY PARK
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8. STATS – JUNE 2012
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Service Users
VoIP DIDs 15,144
VoIP Devices 14,426
VoIP Analog 1,044
Centrex 2,954
Residence Halls 1,184
Infrastructure Users
POE LAN Switches 1,284
UPS 348
Aggregation
Switches
38

9. SERVICE DRIVERS
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• Separate LANs - segregate traffic from
departmental LANs
• SLA Availability: 99.9%
• Minimum 90 minutes of power back-up to the
edge telephone device
• Capture all CDR information
• Emergency Response:
 Location information to County PSAP

10. WHERE PENN STATE IS HEADED?
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• Deploy a Unified Communications solution
 Lower costs
 Features
 Options
 Mobility

11. THE FUTURE PENN STATE
ENVIRONMENT
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• Leverage soft-phone functionality
 Separating device from function
 Voice across administrative LANs
 Eliminate need for dedicate network & device
 Mobility

12. SO WHO CARES IF WE REPLACE THE
DESK PHONE WITH A SOFT PHONE?
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• DIDs are a University asset and identity
• Departments decide tools for job
OHR
• CDR information is required for legal
investigations and e-Discovery
Security &
General Council
• EncryptionPrivacy
• Reliability and Availability
• Ability to call 911, Police Services, etc.
Risk Management/
Public Safety

13. HURDLE 1
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OHR
Work
Environment
Consultation between
management and staff
Personal Cell
Phone
Reimbursement
Giving up desk phone does
not entitle staff to cell phone
reimbursement
DIDs
DIDs are a University asset
and will be provided to staff,
as required

14. HURDLE 2
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Security
E-Discovery
Capture all Call Detail Records
for all voice traffic through
the system – SIP Core
Network
Security
Develop LAN Administration
Guidance or transition to
central LAN support

15. HURDLE 3
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General Council
Voice Services
are Different
Establish policy and
disclaimer to deter users from
forwarding voice-mail/e-mail
off psu.edu domain
On-going debate

16. HURDLE 4
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Privacy Office
Need to insure
privacy of voice
traffic
Encrypted server-side
Database (AES 128/256)
Encrypted voice calls over
Internet

17. HURDLE 4
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Risk Management
Ability to Call
911/Local PSAP
ITSP has functional capability
On-Network location
Off-Network Functionality
Mobility
TBD
Ability to
provide location
information

18. HURDLE 4
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Risk Management
Utilize Telco provided service
Emergency,
Elevator, etc.
Alternative
Communication:
PC Compromise
Suite Phone
90 Minutes of
Power
Personal Cell Phone
Suite Phone
Personal Cell Phone

19. SERVICE ARCHITECTURE APPROACH
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• Service Tiers
 Tier 1: High Reliability/Availability and Low
Feature Sets
 Tier 2: Network Dependent Reliability/Availability
and High Feature Sets
oTier 2a: Network Dependent Reliability/Availability
and Low Feature Sets
 Tier 3: High Reliability/Availability and High
Feature Sets

20. PROPOSED APPROACH
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A power-backed up telephone device must be
easily available in every suite or publicly
accessible office.
• A suite or publicly accessible office is defined as an
office space which has an egress to a publicly
accessible hallway or exterior entrance.
• A power-backed up telephone device is one which
will provide dial-tone services for a minimum of 90
minutes during a power outage.
o Telephone device powered via a POE LAN switch with UPS back-up
o An “on-network” IP analog telephone device with UPS back-up
o An “off-network” analog telephone device (e.g., Centrex)

21. 21
Office
220 sq. ft.
Office
220 sq. ft.
Office
220 sq. ft.
HALL/Exterior
OFFICE LAYOUT
Office
220 sq. ft.
Office
220 sq. ft.
Office
220 sq. ft.
Emergency Phone
Admin Phone or Analog
Analog Phone

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23. WHAT ABOUT THE MOBILE USER?
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Still under development:
• Requirement for location information when a
user is “on-network”
• Requirement for location information when
the user is “off-network”
• Interface/Interaction with local PSAP
• Disclaimers?

24. SUMMARY
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• Removing the desk phone may be more
difficult due to policy challenges than
technical challenges
• Engage the appropriate stake holders early:
 Risk Management/Privacy
 Security
 General Council
 Police/Emergency Services

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