Transcript VP for Finance, Administration, and Technology

Copyright Lock Haven University of PA 2007. This work is the
intellectual property of the authors. Permission is granted for
this material to be shared for non-commercial, educational
purposes, provided that this copyright statement appears on
the reproduced materials and notice is given that the copying
is by permission of the author. To disseminate otherwise or to
republish requires written permission from the authors.
Robert O. Little, CCP
VP for Finance, Administration, and Technology
Donald W. Patterson, Jr.
Director, Computing and Instructional Technology
Boise P. Miller
Telecommunications Manager



Member of PA State System of Higher Education
14 public universities
110,428 students








5,241 students
75 undergrad programs
3 graduate programs
Located in rural
Pennsylvania
35 bldgs Lock Haven
2 bldgs Clearfield
572 employees
264 faculty
(Stay tuned for how we
managed to get there)
Monthly Centrex Bill in excess of $40K
 40+ year old copper plant beginning to fail

 Crushed and leaky conduit
 Approx $2M to replace existing copper
All buildings not homed to a single copper
demarcation point
 No internal traditional telecom experience
 Multiple vendors/bills for different services

 Dial tone/Centrex lines
 LD
 ISDN LD
Donald Patterson,
Jr.
IT Director
Joan Williamson
Clerk 2
(Half-Time)
Boise Miller
Telecommunication
Manager
Gerald Eisley
Director,
Administrative
Computing
David Fisher
Network Admin
Richard Heimer
Telecommunication
Coordinator
Joel Register
Info. Resource
Manager
Steve Davis
Dist. Systems Spec.
2
Sharon Heverly
Management
Technician
Joanne
Eisenhower
Clerk 3
Dana Boardman
Clerk 2
Jeffrey Walker
Distr. System
Manager
Norm Wisor
ITT
Randy Bordas
ITT
James Heiney
Dist. Systems Spec
2
Jeffrey Sawyer
ITT
Andy Cajka
Electronic Systems
Tech.
Manny Andrus
ITT
Melanie Parmenter
ITT, Customer
Service
Christian Glotfelty
ITT
Shane Jones
ITT
Richard Christian
ITT
Generalist 1
Paul Markert
ITT
Centrex Contract Extension – The Band-Aid
 Seeking Alternatives

 Continue with Centrex?
 PBX?
 VoIP?

Making the Decision – Why IP Telephony?
 Why risk a “new” technology?
 Drawbacks of remaining traditional
○ Costs
○ The “Digging” Factor
 Manageability and Insourcing

Project Goals
 What do we NEED the system to do?
 What do we WANT the system to do?
 What are our users expecting?

Inventory of Existing Services
 Features
 Actual line counts and locations
 Types of devices
○ Traditional Voice
○ Fax and Data
○ Emergency and Other

What can we eliminate?
 Superfluous lines
 Residence Hall room lines

What would we like to add?
 Features, Features and more Features
 Voicemail and E-Mail integration
 IVR and Call Center capabilities
 Simple centralized management
 “Really cool looking phones!”

A “new” data network
 Existing data network comprised of “dumb” switches
and hubs (Some only 10Mb/s)
 Mission critical voice application dictated that we
build full redundancy into the network core and
backbone
 For interoperability purposes, data and voice
equipment should be sourced from same
manufacturer and integrated by same vendor
 Datacenter required additional power and rackspace
to support new voice and data equipment

Project Cost: $1.6 Million
 Includes Voice and Data gear
 Includes 5 yr maintenance
 Includes integration services
5 Yr HR Costs: $400,000
 5 Yr Telco Charges: $300,000
 Total 5 Year Costs: $2.3 Million
 5 Yr Centrex Costs: $2.4 Million


“First Glance” Savings: $100,000

Data network expense would have occurred
regardless of telecom project ($800K)
Adds/moves/changes rising by approx $20K/year
Centrex + A/M/C + Data Network = $3.3 Million

True Telecom Savings: $1 Million over 5 Years

Cost Avoidance of $2 Million to replace in-ground
copper yields a total 5 Year budgetary advantage of:


THREE MILLION DOLLARS



Prepare the datacenter
Source outside connectivity
Perform the data network upgrades
 Schedule downtime
 Move legacy network to new core
 Upgrade individual buildings
Build IP Telephony/Unified Communications Core
 Roll-out IP endpoints to “pilot” group
 Configure IVR and Call Centers
 Convert branch campus to IP Telephony
 Continue endpoint rollout while disconnecting legacy
Centrex lines

January 2005 – April 2006: Investigation and Inventory
 April – May 2006: Bidding and Proposal
 June 2006: Purchase
 July 2006: Facility Preparation
 August 2006: Complete Network Overhaul
 Early September 2006: Pilot VoIP Install
 Late September 2006:

 IVR/Call Center Config
 Branch Campus Implementation


October 2006 – January 2007: Full Endpoint Install
June 30, 2007: Terminate Centrex Contract

Problems with phone number changes
 Users not publicizing new numbers
 “Wrong number” calls (484 NPA vs. 484 NXX)
 ILEC refused to remove “old” numbers from directory

Incompatible Analog Devices
 Postage meters and credit card machines
 Usually fixed via a codec change

E911 Location Issues
 Device can be moved without PSAP being informed
 Policy established requiring users to notify telecom staff of
phone moves
Reduced 5 Year Operating Costs by $1 Million
 Provided cost avoidance of $2 Million
 Reduced average telecom service request time from
over 1 week to less than 1 day
 Added enhanced services such as on-phone
directories and Unified Messaging
 Built a communications platform capable of growth
 Consolidated communications between campuses
 Increased customer service with call centers and rule
based call routing
 Finally had something exciting enough to present at
Educause!!!

Available for Q&A are:
 Robert Little, LHUP
 Donald Patterson, Jr., LHUP
 Boise Miller, LHUP
 Bob Balogh, Presidio
Networked Solutions