ba05 - the pro's and con's of inhouse vs contracted maintenance
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The Pros and ConsOf
In-house vs Contracted MaintenanceBA05
Steve Ford
Coordinator of Electronic Services
Northeastern State University
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Agenda
•Maintenance Contract vs Self Maintained
•Nortel Networks COAMS Program
Training Requirements
•Spares Planning
•Cost Justification
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Maintenance Contract vs Self Maintained
Maintenance Contract
Pro•Single point of contact
•One less thing to worry about
•No investment in spares
•No investment in training
Con•Slow response time
•Annual contract renewal
•Lack of control / Security
•More expensive!!!
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Maintenance Contract vs Self Maintained
Self Maintained
Pro•Fast response to troubles
•Lower cost
•Self Reliance
•Overall Quality
Con•Maintain spares
•Training
•Staffing
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Nortel Networks COAMS Program
COAMSCustomerOwned And Maintained Systems
Remote technical assistance for Nortel Networks End Users who maintain their own systems
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Nortel Networks COAMS Program
Support for all Nortel Networks Voice Products
COAMs customers receive eService On Line Case Management Assess to Nortel’s Knowledge Database
Annual contracted pricing
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Nortel Networks COAMS Program
Systems supported by the COAMS program
•M1
•Meridian Mail
•Call Pilot
•Symposium
•SL100
•Norstar
•BCM
•Sucession
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Nortel Networks COAMS Program
Option 1 by Authorized caller
$7,500 per tech with a two tech minimum
Note: Cost is reduced by $500 for every 5 techs Contact Nortel to pricing for more than 25 techs
Well suited for customers with a large number of systems who wish to setup their own internal first level support organizations
Pricing Options
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Nortel Networks COAMS Program
Option 2 by System
$1,000 per system for Meridian & CSENote: Cost is reduced by $50 for every 5 systems up to 50
$750 per system for Norstar and BCMNote: Cost is reduced by approximately $38 for every 5 systems up to 50
Well suited for customers with a small number of systems.
Pricing Options
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Nortel Networks COAMS Program
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How to Join the Enterprise End-User Community!
• Register for My Nortel Networks at http://my.nortelnetworks.com
• Once you have successfully logged into your personalized my.nortelnetworks.com site at least once, you can request membership in the Enterprise End User Community
• To join, send an email requesting access to the Community Manager at [email protected]
• The Enterprise End User Community will not show up until the Community Manager accepts your request
• Once accepted, you will receive a confirmation email
• After acceptance, the next time you log into My Nortel Networks, you will see Enterprise End User Community as a choice in the left navigation
• The COAMS folder can be found in the File Exchange section entitled “COAMS Information”
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Nortel Networks COAMS Program
–COAMS Administration: Linda Marino 978-288-0443
–GNTS Support: Tom O’Conner 972-362-2632
– COAMS Program: Yvon Girard 978-288-0127
For Additional Information Contact
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Training Requirements
•Familiarization
•Installation & maintenance (applicable for each machine type being maintained)
•Database Administration
•BARS / NARS.
Meridian 1 Opt 11C – 81C
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Training Requirements
Meridian Mail
•Installation & maintenance
•System Administration Application
Call Pilot •Data Skillset
•Installation & maintenance
•System Administration Application
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Training Requirements
Symposium Call Center Server (SCCS)
•Installation & maintenance•Database Administration•Scripting•Advanced Scripting
The following are required if implemented
•Symposium Agent Greeting•SCCS Networking•SCCS Web Client Installation•SCCS Web Client Administration & Management•SCCS Web Portal Installation & Administration
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Training Requirements
· Norstar / BCM
•Norstar Familiarization•Norstar MICS / CICS Hardware Installation & Programming
The following are required if implemented.
•Advanced Call Pilot 150 Messaging•Norstar Voice mail Installation, Maintenance & Administration•Norstar Desktop Computer Telephony Integration (CTI)•Norstar Remote Utility•Norstar FlashTalk / CCR Installation & Maintenance
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Training Requirements
Symposium Call Center Server (SCCS)
•Installation & maintenance•Database Administration•Scripting•Advanced Scripting
The following are required if implemented
•Symposium Agent Greeting•SCCS Networking•SCCS Web Client Installation•SCCS Web Client Administration & Management•SCCS Web Portal Installation & Administration
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Training Requirements
•ISDN BRI /PRI
•ACD
•Optivity Telephony Manager (OTM)
•Meridian Administration Tool (MAT)
•Meridian Recorded Announcement (MIRAN)
•Internet Telephony Gateway (ITG)
Additional Training is required if any of the items listed below are implemented
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Spares Planning
Crash Kits or maintenance spares vary from site to site
Recommended spares depends on your situation
Our Option 81c kit includes
•Two Ring Generator P/S•One Peripheral Equipment P/S•One Common Equipment P/S•Analog and Digital Line Cards•Analog and DTI/PRI trunk cards •One of everything which is non redundant in the system
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Cost Justification
In a recent polling, the national average for a NortelMaintenance contract was $25.00 per port per year!
Maintenance Contract Example 3000 port Option 81C w / Meridian Mail
$ 25.00 per port x 3000 ports $75,000.00 per year
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Cost Justification
Self Maintenance Example3000 port Option 81C w / Meridian Mail
1st year including startup costs
Training $12,000.00
Travel / Lodging $10,000.00
Spares $25,000.00
COAMS agreement $ 1,000.00Total 1st year costs $48,000.00
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Cost Justification
Self Maintenance Example3000 port Option 81C w / Meridian Mail
2nd year including startup costs
Repairs on replaced parts $ 5,000.00
COAMS agreement $ 1,000.00Total 2nd year costs $ 6,000.00
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Cost Justification
Potential Savings
Annual Maintenance Contract $75,000.001st year self maintenance $48,000.001st year savings $27,000.00
Annual Maintenance Contract $75,000.00Subsequent years self maintenance $ 6,000.00Subsequent years savings $69,000.00
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http://www.innmug.org
Innmug - International Nortel Networks Meridian Users Group.
http://www.mynortelnetworks.com
My Nortel Networks.com - Customizable web portal into Nortel Networks for Innmug members.
http://www.nortelnetworks.com
Nortel Networks - Nortel Networks main page.
Online Resources
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http://www.pepedog.com/meridian/
Dave Higham's Useful Meridian Programs - Dave has several useful BARS and DNB parsers available.
http://www.ghtrout.com
Gene Trout's Nortel Resource Page Gene has an excellent System Security Audit & other resources.
http://www.russellweb.co.uk/nortel/
RussellWeb Tim has written some very good data import tools.
Online Resources
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Online Resources
http://www.pbxinfo.com
PBXinfo.com - Good source of info as well as several mfg. specific message boards.
http://www.tgrace.com/mailman/listinfo/
Terry Grace's Listserv page - Excellent list server, there is an vast amount of Nortel specific knowledge here waiting to be tapped into.
http://groups.google.com/groups?hl=en&group=comp.dcom.sys.nortel
UseNet group - Comp.Dcom.Sys.Nortel - Another good site to post Nortel specific questions.
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Questions & Answers