thinknetpresentation
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NCM SENIOR PROJECTby
Think NET Solutions
Think NET Solutions
Think NET Solutions
JEAN MILLER, MARIA E GAMEZ, MATT NICHOLS, CALVIN CARROLL, JAMAL AHMAD
Think NET Solutions
Client History● Volunteer Center of North Texas
● mission Statement● “Making volunteerism a part of every day life”
● vision● “To mobilize people and resources to solve community
problems”● History
● operating since 1971● before it was VCNT
● Dallas Voluntary Action Center● Volunteer Center of Dallas County
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Business Needs● Portable call center
● ease call volumes● centralize calls● route volunteer services● mobile and secure cases
Technology Inventory● 1 Ethernet switch● 1 phone switch● 1 APC UPS● 30 laptops● 30 VoIP phones● 60 network cables
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Adtran NetVanta 1238 PoE Switch
● Ports Qty: ● 48 x Ethernet 10Base-T, Ethernet 100Base-TX
● Data Transfer Rate: ● 100 Mbps
● Remote Management Protocol: ● SNMP 3● HTTP● SSH
● Features● layer 2 switching● trunking ● syslog support● e-mail alert● firmware upgradable● quality of Service (QoS)● RADIUS support● DHCP server Think NET Solutions
ShoreGear-90V Phone Switch● 2 RJ-45 LAN connectors ● 1 RJ-21X port● 8 loop start trunks ● 4 telephone ports ● 1 DB-9 RS-232C maintenance port● 1 3.5 mm stereo input● 1 3.5 mm stereo output
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APC SUA1500VA 120V● Backup/Run Time
● 7.4 minute 980W full load ● 26.5 minute 490W half load
● Form Factor ● 2U rack-mountable
● Battery Recharge Time ● 3 hour typical
● Filtering ● full time multi-pole noise filtering
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● 15.4” display● 2.96 GB RAM● 226 GB HD● Ports
● 4 USB 2.0● RJ-11● RJ-45
● Operating System● Window XP
ThinkPad SL500 Notebook
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ShorePhone IP 230● Feature keys Transfer
● hold ● redial call history ● directory
● Display ● 24 character
five line display ● Audio Controls
● independent volume control● mute● headset
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● Standards ● built-in 10/100
Ethernet switch ● 802.3af PoE standard● Class 2 PoE 2.9 W
idle / 4.4 W max
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Cat 5e Network Cables● Six 50’ cat 5e black network cables● 24 30’ cat 5e black network cables● 30 2’ cat 5e blue network cables
Site Survey● Space
● 46’ X 27’● 2 network drops● 8 electrical outlets
● Furniture● 60+ 1 ½’ X 6’ tables● 60+ chairs
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Think NET Solutions
Site Survey
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Initial Budget Constraints● Creating a Smart Budget● Planning for current needs● Anticipating future needs● Getting the most for your
money
Initial Budget Constraints cont…
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● Careful planning● Taking advantage of
opportunities● Industry knowledge
● Knowing where to look ● Timing is everything
● Knowing when and where to buy
Project Objectives● Portable, fully functional, and easily operated
call center● Customized carts● Staff knowledge and training● Technical manuals
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Proposed Options● Nortel PBX
● upgrade from current technology● Trixbox
● Linux based soft phone solution● Shortel PBX
● preferred VoIP solution
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Think NET Solutions
Proposed Options
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Proposed Options
Chosen Solution● Shoretel solution
● Lower cost
● Better customer service
● Vendor interest in success● pilot program for a national model
● Less equipment to move● one less server● no extra hubs
Think NET Solutions
Think NET Solutions
Detailed pre-installation budgetQuantity Item Description Cost
1 Installation of T2 (Two T1 lines) $1,000.00
1 Nortel PBX (includeds 30 phones) $180,428.00
2 24 port hubs $1,579.00
1 Netgear Switch $670.00
30 Amplifiers $4,500.00
30 Network cables $480.00
30 Laptops $43,290.00
3 Call Center Cases $5,000.00
1 Server 2003 License $3,500.00
30 Microsoft Office 2007 $450.00
30 Mircrosoft XP Professional $6,568.20
Total $247,465.20
Initial Timeline
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● Estimated project start, July 12● Estimated project completion, September 14
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Installation details● Configuring equipment
● laptops● phones● switch● server
● Call center layout● safety precautions● wiring● furniture
● Case designs● Calzone/Anvil company● Dimensions and requirements
Mobile Case Designs
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● 20 in 1 case • shock mounted rack
Mobile Case Designs● 10 in 1 insert
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• 20 in 1 insert
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Testing details● Set up the call center
● Configure individual agents
● Set up Shoretel features
● Test the features
● Train the staff
● Stage the final test
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Final Detailed BudgetQuantity Item Description Cost
1 Installation of T2 (Two T1 lines) $1,100.00
1 ShoreGear PBX $3,141.00
1 AdTran POE Switch $1,830.00
30 Phones $4,440.00
30 Network cables $480.00
30 Laptops $18,000.00
3 Call Center Cases $4,445.00
1 Server 2003 License $3,500.00
30 Microsoft Office 2007 $450.00
30 Mircrosoft XP Professional $6,568.20
Total $43,954.20
Final Detailed Budget cont
Think NET Solutions
Item Description Budgeted Actual DifferenceT2 (two T1 lines) $1,000.00 $1,000.00 $0.00
Server, hubs, switches $187,077.00 $4,971.00 ($182,106.00)
Phones, laptops, cables $43,770.00 $22,920.00 ($20,850.00)
Call Center Cases $5,000.00 $4,445.00 ($555.00)
Licenses $10,518.00 $10,518.00 $0.00
Total difference ($203,511.00)
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Network Documentation● Star topology● Two T1s to meet bandwidth demands of the
call center● DHCP, DNS, and the Shoretel management
website handled by the Windows server● Single PoE 100MBps 48 port switch● Ethernet cables connects to the phones first,
then to the laptops.● Ethernet cables are tied in pairs and then
bound in a harness for each table
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Training Details● Who needs to be trained
● in house staff● volunteer staff
● Technical Manual● procedures for set up● outbound call scripts
● Training the Staff● hands on participation
Final Timeline
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Actual project start July 12
Final Timeline (cont’d)
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Actual completion date October 6
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Explanation of how project met business needs
● Portability● Availability● Scalability● Accessibility● Functionality ● Flexibility ● Reliability
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Lessons Learned● Teamwork● Importance of effective communication● Working around obstacles● Being there when needed● The value of our education
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Lessons Learned (cont’d)● Configure VoIP telephony in call center
environment● Shoretel hardware/ software● Call queuing, call routing, and management ● Call center designs
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Applicable Courses with explanation
● Voice/VoIP Administration with Lab NETW250● Professional Writing ENGL227● Project Management MGMT404● Management of Technology Resources
MGMT408● Public Speaking SPCH275
The Value of Our Time
Think NET Solutions
● Make volunteerism a part of every day life● Mobilize people and resources to solve
community problems
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