This document discusses VoIP implementation at Peirce College. It covers the background of why they needed a new system, issues they considered, criteria for selection, comparisons of traditional PBX vs. VoIP, benefits of VoIP like mobility and integration. Their selection process and current VoIP setup is outlined, including a fully redundant Cisco S8700 PBX, mixed TDM and VoIP phones, unified messaging, and integrated call centers with full reporting.

1. VoIP Overview & ImplementationChristopher DuffyChief Information Officer Peirce College

2. Agenda Background

3. Issues & Concerns

4. Criteria

5. VoIP Comparison & Challenges

6. VoIP Benefits

7. Call Centers

8. SnapshotPeirce College BackgroundNeed Based on Business /GeographyOnline GrowthCorporate CollegeInitial Installation/Vendor RemovedQOS Poor Support/Knowledge of ProductsPatches & Uptime on PBX InterimNon Prem Based SIP SolutionFinal Selection

9. Issues/ConcernsInternalForklift or IntegrationUser Community AcceptanceAccountability IssuesIT Skill SetsBudgetVendorExperience in Traditional PBXExperience in IP Networking/InfrastructureSingle Vendor Solution - “One Stop Shop”Premier VAR/Reseller for Manufacturer

10. Criteria for SelectionBasic Voice Communications SystemLongevity in Integration Unified Messaging ApplicationContact Center ApplicationWireless SolutionTelecommuter ApplicationsManagement ApplicationFault Tolerance

11. “Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away….only to come back bigger than ever.” - (Alan Cohen VP Cisco)

12. Traditional VoIPPacket Switched12th Birthday-1st GenerationGrowing User BaseUses IT management ConceptsIT or Telephony StaffQOS issuesCircuit Switched

13. 100 Plus Years Old

14. Wide User Base

15. Well Understood

16. Specialized Staff

17. Proven Quality of Service (QOS)Traditional VoIPStrain on Existing NetworkNeeds Power (POE) IP SecurityHow Many Nines?Infrastructure in Place

18. Non Power dependant

19. Secure Infrastructure

20. 5 Nines, +Living by the Nines“Five nines" means that a system is fully operational 99.999% of the time, corresponding to less than 5.25 minutes downtime per year Availability Downtime Per Year99.999% 5 minutes, 15 seconds99.99% 52 minutes, 36 seconds99.95% 4 Hours, 23 minutes

21. VoIP BenefitsConvergence /Presence Awareness

22. Unified Messaging

23. Voicemail & Fax in Exchange

24. Follow me/ Concierge

25. Instant Messenger /Web Based Chat

26. 4 Digit between Locations (Centrex)

27. Mobility

28. Extension & Device Mobility (Wireless)

29. Soft phone-USB

30. Tele-workers VoIP BenefitsIntegration & Accountability

31. Call Reporting

32. Call Monitoring

33. Handset, Web Chat, Instant Messenger

34. Interface to CRM or ERP Systems

35. Voice Recognition (IVR)

36. Voice & DTMF Tones

37. Disaster Recovery

38. Ability to Relocate /Co-Locations

39. Distributed Fault Tolerance

40. Satellite Offices

41. Work at Home No Snow days!

42. Management

43. One Network- Same ToolsCall Centers Group Number by Dept or Division

44. No Individual Private Numbers

45. Track Agent & Caller Activity

46. Elimination of Voicemail

47. Group only

48. Control in Customers Hands

49. Hold

50. Voicemail

51. AgentPeirce TodayPBXFully Redundant S8700Wiring Rack is SecureEverything DocumentedPhonesMix of TDM & VoIPSoftphone for SOHOUnified Messaging & Fax for all?Call CentersWidely IntegratedFull ReportingResistance