University of Baltimore

Telecommunications TechnologyOverview

February 17, 2006

Discussion ItemsDiscussion Items

• Project Description• Project Tasks and Phases• Technology Overview• Q&A

Project DescriptionProject Description

The procurement of a new state-of-the art campus telephone system

Project Tasks and PhasesProject Tasks and Phases

• Needs Assessment–Technology Overview–Meetings with Departments/User Groups–Physical Inspections and Site Surveys

• Systems and services is use• Cable infrastructure• Physical infrastructure – space, power, etc.

–Benchmarking Analysis• What are other universities doing?

Project Tasks and PhasesProject Tasks and Phases

• Procurement and Installation–Development of Specifications–Preparation of Request for Proposals–Evaluation of Proposals–Vendor Selection–Contract Negotiation–Installation

History of Telephone SystemsHistory of Telephone Systems

• Manual Systems–Connections made by

Operator at Telephone Company

–Magneto dial-less telephones

• Dial Systems–1st Placed in service 1896–The “Strowger” system–Rotary dial telephones

History of Telephone SystemsHistory of Telephone Systems

• Private (Automated) Branch Exchange – PBX or PABX–Enterprise-based telephone systems evolved

throughout the 1900’s–From mechanical -- electromechanical --

electronic–From analog to digital (proprietary by vendor)–From feature-poor to feature-rich–From centralized/monolithic to distributed

architecture

Today’s Telephone SystemToday’s Telephone System

PBX

WiringCloset

Cross Connects

WallJack

Phone

CopperBackbone

Cable

CopperHorizontal

Cable

CopperStationCable

Today’s Data NetworkToday’s Data Network

CoreSwitch

WiringCloset

LAN Switch

WallJack

PC

Fiber Optic

BackboneCable

CopperHorizontal

Cable

CopperStationCable1

2

3

4

Catalyst4510R

5

6

7

FANSTATUS

8

9

10FLEX-SLOT

Catalyst 3560 SERIES

SYST

MODE

SPEEDDUPLX

POE

STAT

RPS

1X

18X

17X

16X2X

15X 31X

32X 34X

33X 47X

48X

11 12 1 3 14 1 5 1 6 1 7 1 8 19 2 0 2 1 22 23 2 4 2 5 2 6 27 2 8 2 9 30 3 1 32 3 3 34 3 5 36 3 7 38 3 9 4 0 4 1 42 43 4 4 4 5 46 4 7 481 2 3 4 5 6 7 8 9 10

1

PoE-48

3

2 4

Today’s ServicesToday’s Services

Core Switch

WiringCloset

LAN SwitchPC

Fiber Optic

BackboneCable

1

2

3

4

Catalyst4510R

5

6

7

FANSTATUS

8

9

10FLEX-SLOT

Catalyst 3560 SERIES

SYST

MODE

SPEEDDUPLX

POE

STAT

RPS

1X

18X

17X

16X2X

15X 31X

32X 34X

33X 47X

48X

11 12 1 3 14 1 5 1 6 1 7 1 8 19 2 0 2 1 22 23 2 4 2 5 2 6 27 2 8 2 9 30 3 1 32 3 3 34 3 5 36 3 7 38 3 9 4 0 4 1 42 43 4 4 4 5 46 4 7 481 2 3 4 5 6 7 8 9 10

1

PoE-48

3

2 4

PBX

WiringCloset

Cross-Connects

WallJack

Phone

CopperBackbone

Cable

Likely New Architecture –IP Telephony/VoIP

Likely New Architecture –IP Telephony/VoIP

CoreSwitch

WiringCloset

LAN Switch

WallJack

PC

Fiber Optic

BackboneCable

CopperData GradeHorizontal

Cable4 Pairs

CopperStationCable

1

2

3

4

Catalyst4510R

5

6

7

FANSTATUS

8

9

10FLEX-SLOT

Catalyst 3560 SERIES

SYST

MODE

SPEEDDUPLX

POE

STAT

RPS

1X

18X

17X

16X2X

15X 31X

32X 34X

33X 47X

48X

11 12 1 3 14 1 5 1 6 1 7 1 8 19 2 0 2 1 22 23 2 4 2 5 2 6 27 2 8 2 9 30 3 1 32 3 3 34 3 5 36 3 7 38 3 9 4 0 4 1 42 43 4 4 4 5 46 4 7 481 2 3 4 5 6 7 8 9 10

1

PoE-48

3

2 4

CopperStationCable

Telephone Server or IP-PBX

Alternative SolutionsAlternative Solutions

1. IP PBX, IP-ready PBX, IP-enabled PBX

2. Pure Voice over IP Platforms

3. Hosted Solutions

Call Center TechnologyCall Center Technology

• Hunt Groups – Early attempts to distribute calls

• Uniform Call Distribution– Simple call distribution as an internal PBX feature

• Automatic Call Distribution/Call Center– Separate server providing enhanced call distribution functions,

real time call center management, and historical/real time management reporting capabilities

– Supports outgoing and incoming calls– Call center agents may be centrally located or distributed– In IP environment, call center agents may literally be anywhere

where an Internet connection can be made (main office, remote office, home, etc.)

– Typically used in financial aid, class registration, other high volume areas

Call Center TechnologyCall Center Technology

• Contact Center – Integrates telephone, email, web chat and other communications

methods

• Interactive Voice Response (IVR)– Integrates telephone system with database applications– Allows callers to access information and perform transactions

without human intervention• Check balances• Make payments• Check course availability• Register for courses

Messaging SystemsMessaging Systems

• Voice Mail• Automated Attendant

–Route calls–Respond to frequently asked questions (directions,

etc.)

• Unified Messaging–Integrates E-mail, voice mail, fax –Allows access to voice mail messages and fax from E-

mail–Potentially access e-mail messages via a telephone.

System Features and CapabilitiesSystem Features and Capabilities

• Most commonly used features exist on all systems –Hold–Transfer–Forwarding–Conferencing–Call Pickup–Call Waiting–Speed Dialing–Auto Dialing–Distinctive Ringing

• These features can be configured on any/all phones at no additional cost.

Features and CapabilitiesFeatures and Capabilities

• Recent Features–Caller Identification–Call Trace–E9-1-1 Notification–Intuitive Display–Wireless Telephones–Web-Enabled Telephones

• These features impact the cost of the system

Q&A