uc ref group oct08
TRANSCRIPT
www.uc.unimelb.edu.au1
UC Reference Group Meeting
23 October 2008
www.uc.unimelb.edu.au2
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
www.uc.unimelb.edu.au3
www.uc.unimelb.edu.au4
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
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Carrier, Mobility,
& Billing Update
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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.
www.uc.unimelb.edu.au7
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).
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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
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…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
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…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
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…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
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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.
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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
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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.
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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.
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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
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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.
www.uc.unimelb.edu.au18
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.
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Questions?
• Carrier• Mobility• Billing
www.uc.unimelb.edu.au20
IP Phone Working
Group Update
www.uc.unimelb.edu.au21
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
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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
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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
www.uc.unimelb.edu.au24
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
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Standard: 80 % + of users
Super: PA & Shared phones
Public spaces& student residence
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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
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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
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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
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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
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Caller Line Identity - CLI
EXTERNAL calls: display options• No caller information for Parkville campus• Non-Parkville campuses:
– No caller information– Or, campus switchboard number
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Phone Background Image
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Ring Tones
• Music Box• Chirp 1 & 2• Classic• Pop
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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)
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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.
www.uc.unimelb.edu.au35
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
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Volunteers
Please contact:
Debbie Keogh on x42741 or [email protected]
Sylvie Isabelle on x42744 or [email protected]
Hilary Sissons on x42707 or [email protected]
www.uc.unimelb.edu.au37
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
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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
www.uc.unimelb.edu.au39
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.
www.uc.unimelb.edu.au40
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
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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
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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.
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Thank you
Program Website and Blog
• Website www.uc.unimelb.edu.au
• Blog http://blogs.unimelb.edu.au/uc/