Maximizing the Use of Video Communications in Your

Organization

Presented by: Rob WhatleyAVI-SPL VTC/UC Subject Matter Expert, East Region

Agenda

• Classic Pitfalls30 years of classic problem areas and challenges

• Addressing the ChallengesDon’t let history repeat itself and wash away the legacy experiences

• Communicating ChangeWhat to do to get adoption and acceptance within your company

Classic Pitfalls

Classic Pitfalls

• Equipment– Does it do what your company needs it to do?

• Room Design– Are elements correct for attended use and functions?

• Scheduling– Ad-hoc, Managed, Phone, Online, Outlook or Notes,

etc…

• Support– Do end users fend for themselves?

• Education– Catch them a fish or teach them to fish?

Equipment & Network Design/Deployment

• Network Connectivity: CONNECT– ISDN

• Expensive, limiting, unreliable, unsecure, complicated• Calls are fee-based, Cost varies per location and call rate, popular in

Europe– IP

• How much bandwidth is really ‘necessary’ or ‘required’• Advancement in Video and Audio compression technology improves

quality and reduces bandwidth• Most new systems only support IP network connectivity and protocols

Equipment & Network Design/Deployment

• Network Connectivity: CONNECT– QoS

• Calls are bi-directional real-time communications dependent upon a quality network design

• QoS also maximizes bandwidth utilization– Intercompany Communication

• Challenges and Choices surrounding security is confusing• H.460 and Firewall-aware Proxy• Centralized vs. distributed Call Routing

• Company IT security policies require some type of special equipment and solutions to address video calls over the corporate LAN

Equipment & Network Design/Deployment

• Management: CONTROL– Dial Plan

• Design and Compatibility• Inter-company calling• Intra-company calling• Legacy ISDN to IP to POTS

– System Monitoring and Management• Address Book Management• Alarms, Software Updates, Call Management• Network Performance and reliability

Equipment & Network Design/Deployment

• Management: CONTROL– Maintenance

• Software Updates• Internal vs. Outsource• Warranty Coverage• Audio Visual Peripherals

– Reporting• Call Detail Records• Trouble Tickets• Network Performance and provider SLA

Equipment & Network Design/Deployment

• Meeting Services: COMMUNICATE– Operator Services

• Call Launching• In-meeting assistance• Multi-site call coordination• Online Concierge

– Bridging• Telepresence, HD, SD, ISDN, On-net, Internet• Moderation, Ad-hoc, Layout, Lecture, Managed, Recording• Mixed Video, Audio, Web, Stream, Data

Scheduling

• The #1 challenge all companies face– Availability

• Room• Video (is it part of the room or a resource?)• Pecking order: Who gets first right to video enabled room?• Access Rights: Are there restrictions to room/system access?

– Meeting Setup• Online, Phone, Email• Outlook or Lotus Notes Integrated• Administrated vs. Automated• Service Provided

Scheduling

• Resource Management– Rooms versus Video Included in the Room

• Is video considered dedicated to the room or is it a resource available in the room?

• Desktop Users: No longer a room• Internal Bridge vs. Hosted Services• Audio, Web, Data, Streaming

– Managed vs. Ad-Hoc Meetings• Managed Call Launching, PTP or MP• Reservation-less Bridging (Bridging on Demand)• Automated Provisioning and calling Through Scheduling

System

Support

• User Support Services and Resources– User Assistance

• Pilot Error vs. System Malfunction?• Maybe it’s Not You• How Do They Get Help?• Audio, Web, Data, Streaming

– Local or In-office Technicians• Does every location have someone on staff to help users?• Do they have access to Remote Assistance?• When end users take it into their own hands

Support

• Break/Fix/Maintain– Diagnosis and Repair

• Identifying the problem is always a priority• How do you know there’s a problem?• Who’s going to respond?• What’s your backup plan?

– Hardware Repair/Replacement• Are your systems under a support contract?• How do you determine if its your hardware, the other side or the

network?• How long will the repair take?

Education

• Do your users even know how to use video?– End User Training

• Using a System• Scheduling a Meeting• Why do users avoid using video?• Do they even know who they can call?

– End User resources• Live training sessions• Online or CBT modules• User Manuals, In-room material

Education

• Policy and Procedures– Who can Use it– How Do They Schedule– Using a Room but not the Video in the Room

• Who has Bumping Rights?– What and Where do we have video available?

• Executive Access only• Desktop/Personal• Multi-location Resource Visibility

Education

• Marketing Communication– Internal Marketing

• Utilization is a good indicator• Do you treat it like your phone system or business applications?• Did you create an Identity for your video services?• Is there an executive sponsor or support?

– Communicate Policies• Is using video part of your travel policies?• Are there incentives to Managers to encourage use?• Is it available to everyone or an elite few?

Education

• Perception is Everything!!!– One rotten apple spoils the bushel

• Are users satisfied with video in your company?• How do you turn a bad impression into a good one?

– How do you identify issues and implement fixes?• Ignorance is bliss but not good for video• Sometimes it’s the simple things that make the most impact• Bad habits are hard to break

• Does your deployment encourage bad habits?

Addressing the Problems

Discovery

• Identify What you have and need– What do your users have available to them?

• Phone, Email, IM, In-person, Video– How are your users currently communicating?

• In-Person Meetings• Audio, Video, Web Conferencing• Email

– Who are they talking to?• Internal only• Vendors, Customers, Partners• Regional, Domestic or International

Discovery

• What do you have for Video Today?– Is the equipment you have currently viable?

• SD, HD, Telepresence, Desktop– What type of Network are you using?

• ISDN• Corporate LAN/WAN• Public Internet

– What is your Support mechanism?• Internal Resources• Service Provider• Both

Design

• Design the services to match your user’s needs– Audio/Video and Web Conferencing are Resources

• Meetings should not revolve around a technology• Use the technology to enhance productivity, not control it

– Implement a Scheduling system and procedure that works for your company

• Integrate into your users’ daily communication activities and preferences

• Avoid over-rigid policies and processes• Try to integrate into an existing system already used

– Create a Support Structure for Users and Technology• How to support meetings• How problems are identified and addressed• Hardware, Software and Labor coverage

Design

• Technology Decisions– Network

• Intra and Inter Company Connectivity• Bandwidth Utilization, QoS, capacity• Security, Firewall Traversal

– Infrastructure Components• Scheduling System• Bridges, gateways, GateKeepers• Dial Plan

– Meeting Support• VNOC, Call Launching• Automation, Pro-Active vs. Reactive Support

Design

Deploy

• Project Management– An Implementation Plan and Resources are

Important• A dedicated Project Manager or Team• Network, Infrastructure, Systems

– Test Phase• Once installed, thorough testing of all systems is needed• Confirm all Systems are 100% before end users make a call• Limited Availability use to confirm real world use

– Launch• Create an Internal Marketing Campaign• Create a Training Program prior to release• Hardware, Software and Labor coverage

Support

• Don’t Abandon Your Users– Create a Support policy and Procedure

• Communicate It• Test It, Advertise it.

– Explore Outsourcing vs. On-Staff• Can a provider support your users better than your internal staff?• Don’t load responsibility onto someone with other duties• Service providers don’t take vacations or get sick

Meeting Etiquette

• Don’t Schedule calls back to back• In Case Of Emergency• Where to Sit• What to Wear• Multipoint calls• Noise• Side Conversations• The people you can’t see (audio)• Body Language• Know your limitations

Thank You for Attending!