uc ref group oct08

www.uc.unimelb.edu.au1

UC Reference Group Meeting

23 October 2008


Agenda

• Update on the UC Roadmap

• Update on IPTel Deployment

• Update on Mobility, Carrier, Billing

• Outcomes of the IPTel Working Group

• IPTel SAT Testing

• Pre Production environment build progress

• Other Q&A

• Other Business


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

Pilot Site Deployment Schedule


Carrier, Mobility,

& Billing Update


Update - Carrier

• ISDN lines and associated services linked to central PABXs identified.

• Churn request forwarded to Optus.• Remaining to churn: PSTN lines, non central

ISDN lines.


Next Steps- Carrier

• Target greatest cost savings potential (Highest number ISDN services in regional areas) to churn.

• Engage P & CS to churn lift and security lines.

• Using Telstra billing records, target single ‘rats and mice’ Parkville services (fax, Eftpos, etc).


Update - Mobility

To date, 150 services have been transitioned to the new service…

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


…77 new devices have been procured

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


…and 150 monthly bills have been consolidated, equating to approximate savings of $8850

Accumulated Savings - Reduction in Charges

0

20

40

60

80

100

May Jun Jul Aug Sep Oct Nov Dec

Num

ber

of

Tra

nsitio

ns C

om

ple

ted

$0

$2,000

$4,000

$6,000

$8,000

$10,000

Transitioned in month Saving made to date


…and with an approximate reduction in departmental charges of $4425

34

77

39

0

20

40

60

80

100

May Jun Jul Aug Sep Oct Nov Dec

Nu

mb

er o

f T

ran

siti

on

ed

Co

mp

lete

d

$0

$5,000

$10,000

$15,000

$20,000

Accumulated Savings - Reduction in Bills

Transitioned in month Saving made to date


Reported Mobility Issues

• Some University provided smartphones experiencing slow (dialup) data speeds in country areas due to Optus 3G network frequencies.

• There are areas in the Parkville campus where there is no, or patchy, in-building coverage.

• Some users have reported network connectivity issues, including call dropouts, off campus and in regional areas.

• iPhone particularly problematic, causing voice calls to drop

out in areas where coverage is usually not a problem.


The Facts• 3G coverage for Optus is currently at 93.6% of the Victorian

population, and scheduled to be 99% by December 2008• 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

• iPhones and some other devices only have dial up speeds for data in regional areas due to network frequency.

• Voice will work equally well on 2G (the old network, prevalent in regional areas) as 3G


Issues Remediation• Ensure that the correct device is selected in relation to user

profile – i.e. the iPhone is not appropriate for regional roaming for data.

• A re-evaluation of the current device offering being undertaken to offer more choices to cater for regional.

• Optus are improving in-building coverage, and are investing about $2.3 million in infrastructure upgrades to see the University into the future.

• Optus are investing millions to improve national coverage – with a goal of 99.6% coverage by December 2009.

• We are assessing coverage before any bulk transitioning proceeds.


Billing Update

• First round system acceptance testing (SAT) uncovered no major defects.

• Environmental limitations reduced the number of tests that were able to be performed.

• These tests will be performed in second round SAT.• User Acceptance Test scripts being drafted.• Pre-production environment will have all systems integrated,

specifically AD and CAAB.


CAAB Inputs and Outputs

CAAB

Bills eFRAMS

Rates Files TSA

CDR Records (Call types)

Active Directory

Web Interface

Themis Output

- Apply Rates - AD Update - Reconcile Bills - Business Rules

- Person- Resource - Charge code- Location - Extension - Security Groups

Real time

System Administration Reports

CAAB Inputs

CAAB Outputs

Reports Bill payment process


Cost Allocation• The Financial Working Group has finalised work on design of

integrating CAAB with the GL, and the outputs to Themis for cost allocation.

• The User Working Group will commence in the next week, to validate system design, and refine reporting requirements (more later).

• Next step - working on designing/configuring business rules for the CAAB, that reflect the Financial Working Group input.


Security Groups and Reporting

• Security groups allow certain individuals to have access to view faculty, department, or individual usage reports.

• Initially, all users in AD will be assigned individual rights to view call costs/details.

• Additional group/s will be set up to allow faculty/departmental views, to be defined at the Working Group.

• The User Working Group will decide on reporting formats.• Working group will also validate approach to ensuring costs

are allocated appropriately, via examining scenarios and system design.


Questions?

• Carrier• Mobility• Billing


IP Phone Working

Group Update


IP Phone Working Group – Mandate

Validated business requirements by providing: Input into the customised end user

experience of phone system Input into change, communication, training

and deployment strategies Input into service delivery model


Calling Rights & Forwarding Rights

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

Auxiliary numbers1800 – included from level 513/1300 & 122x (free directory service) – included from level 4


Unified Messaging & Voicemail

• An IPTel user with an Exchange mailbox will receive, listen to, and manage their voicemails from their e-mail inbox or their phone

• An IPTel user without an Exchange mailbox will receive, listen to and manage their voicemails via their phone


Unified Messaging & Voicemail Retention and Deletion Policy

• All voicemail messages will be automatically deleted after 21 days.

• Users can delete their messages before this date


Standard: 80 % + of users

Super: PA & Shared phones

Public spaces& student residence


IP Phone Profiles

• Simplify provisioning process for the end-user

• Allow automation of Service Requests• Profile features include:

– Calling rights and forwarding rights– Handset types– Voicemail types


Default Settings End User Phone Profiles

Profile type UserHandset 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


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


Caller Line Identity - CLI

INTERNAL calls• Caller’s extension # and name will be displayed

for the vast majority of users and • “Masked” caller information will be displayed

for some senior and call centre staff


Caller Line Identity - CLI

EXTERNAL calls: display options• No caller information for Parkville campus• Non-Parkville campuses:

– No caller information– Or, campus switchboard number


Phone Background Image


Ring Tones

• Music Box• Chirp 1 & 2• Classic• Pop


Internal & External Directory Search

• Name (Preferred First Name + Last Name)• Office Phone Number• UoM Mobile Phone Number (Public/Private flag in Themis Self

Service)• Email Address• Department• Campus • Building/Floor (Themis self service)• Fax (Themis self service)


IP Phone UAT (User Acceptance Testing)

• Performed by end-users to ensure that the product functionality meets all business requirements

• Performed by admin and telephony support staff to ensure that the service request processes meets business requirements.


UAT – Volunteers • Phone Function testing

– Repetitive end user test cases

– 1 day minimum commitment per tester

– No telephony skills required

– Parkville to be completed between 8 and 19 December

• Service Request testing – System and process oriented test cases

– Admin and Telephony support staff

– Phase 1 to be completed between 11 and 19 December

– Phase 2 to be completed in January 2009


Volunteers

Please contact:

Debbie Keogh on x42741 or [email protected]

Sylvie Isabelle on x42744 or [email protected]

Hilary Sissons on x42707 or [email protected]


New 9035 Number Range

• Will be available by mid November

• Initially released to moves or refurbishments projects already approved

• Schedule rollout for other business needs from February 2009


Training & Communication Packages

Standard Users: ~85%- Single line, single call users with basic needs

Super Users: ~10%- Multi line, multi call users with advanced needs

Site Support Users: ~5%- User Support Staff


Site Support Users

• Are made up of IPTel Project, IS Service Desk, LITES, Facilities, and some Super User Staff.

• During migration these staff will provide users with “first response” on-the-spot demonstrations, training and first level support.


Training and Self-Support MaterialsStandard 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


Phased Migration Proposal

• Site Support Users and Super Users would ideally be migrated 1-2 weeks before the standard phone users

• Enables these staff to better support standard users on main migration day


Post Migration - User Support

• Day 1, 2 and 3 user support will be delivered by Project and Site Support Team

• Day 4+ support will revert to the IS Telephony support team and the local members of the Site Support Team

• Issues will be logged and escalated back to Project Team where required.


Thank you

Program Website and Blog

• Website www.uc.unimelb.edu.au

• Blog http://blogs.unimelb.edu.au/uc/

uc ref group oct08

Education

group iptel

billing update

regional areas

update mobility

financial working group

g coverage

update carrier isdn

carrier mobility billing