Transcript Migrating from Centrex to IP Telephony at Penn

Migrating from Centrex to IP
Telephony at Penn
EDUCAUSE MARC 2006
Melissa Muth & Dawn Augustino
University of Pennsylvania
This work is the intellectual property of the author. Permission is granted for this material to be shared for noncommercial, 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 author.
ISC Networking &
Telecommunications
What is Penn?
•
•
•
•
•
•
•
Private, Ivy League University in Philadelphia
20,000 students (undergraduate & graduate)
4,000 faculty & 13,000 staff
250 buildings
30 RDPs
23,000 phone lines
41,000 IP addresses
ISC Networking &
Telecommunications
Where we’ve been
• Networking & Telecom merger in 2000
• Functional integration in 2004
• Current environment: Centrex + Penn-owned
cable infrastructure
• Why migrate?
• VoIP pilots
–
–
–
–
Telecom pilots w/Cisco, Broadsoft & others
Networking research on IC & presence
Open source was good fit for our environment
Piloted hosted service to meet open source gaps
ISC Networking &
Telecommunications
The Challenges
• Transitioning from pilot to production
• Bridging organizational gap
• Defining the project scope
ISC Networking &
Telecommunications
The Breakthrough
• Project launch meeting with managers &
team leads
• Identified biggest issues
• Hired project manager
ISC Networking &
Telecommunications
Project Teams
Steering
Committee
Technical
Facilities
Process
Business
Network
Architecture
Installations
Operations
Application
Architecture
Intake
Support
Telephony
Architecture
Billing
Provisioning
ISC Networking &
Telecommunications
Communications
Methods (Project Setup)
•
Create working assumptions
–
–
–
–
•
Pilot one product
Deliver out-of-box functionality
Define scope of network architecture
Define support model
Identify resources needed
–
–
Had: system admins, developers, network engineers,
telecom experts
Needed: open-source telecom consultants
ISC Networking &
Telecommunications
Methods ( Project Setup)
• Implement a production pilot
– Deliver production-caliber services
– Use existing processes/procedures
– Focus teams on specific deliverables
ISC Networking &
Telecommunications
Methods (Getting Started)
• Business team: “What services can we provide?”
• Technical team: “What do you need?”
• Solution:
– Perform feature gap-analysis
– Define and prioritize required features
• Recommendation: deliver single-line features in phases
– Control costs
– Manage risk
ISC Networking &
Telecommunications
Methods (Campus Pilot)
•
•
•
•
Roll out production pilot within department
Structure installations to be repetitive
Train Centrex staff to be VoIP specialists
Start punch-list management
ISC Networking &
Telecommunications
Methods (Project Planning)
Dec 2005
Mar 2006
Phase 1
•
•
Jun 2006
Phase 2
Sep 2006
Phase 3
Phase 4
General
Availability
Fit project to time-line
Prioritize and defer project deliverables
– Mobility, multi-line services, hosted services
– Documentation, 911, soft-clients, PoE
• Reevaluate assumptions and deliverables!
ISC Networking &
Telecommunications
Current State of Service
• Production-grade
–
–
–
–
Redundant servers, gateways and PRIs
Automated monitoring (server, network, PRIs)
Single-line features, email/voicemail integration
911
• Architecture: layer 2 QoS, separate VLANs &
subnets
• Installation, support & billing
ISC Networking &
Telecommunications
Successes
•
•
•
•
•
•
160 subscribers
400 scheduled to join by March
Network Architecture Team
Process re-engineering
Disaster recovery
Open-source software (SER, Asterisk)
ISC Networking &
Telecommunications
[Avoiding] Failures
COMMUNICATION!
Context:
• Staff speak different languages (data vs voice)
• Decisions based on consensus
• Incomplete information
Project needs:
• Staff communicate
• Move ahead with partial consensus
ISC Networking &
Telecommunications
[Avoiding] Failures
Strategies used:
• Brown-bag training
• Communicate decisions to all
• Weekly status reports to entire organization
• Recognize and fix issues promptly
ISC Networking &
Telecommunications
Lessons Learned
• Pilot one technology at a time (open-source vs.
commercial)
• Deliver service components in phases, to
compatible customers
• Create voice development environment
• Use Centrex staff to manage VoIP installations
• Pilot support services and involve customers early
ISC Networking &
Telecommunications
Recommendations
•
•
•
•
•
Make project a priority across the organization
Recognize size of project and delegate
Deliver a production pilot
Cross-train staff, and allow time for adjustment
Technology is evolving: let current state determine
scope of project
• Pick your battles!
• Practice makes perfect
ISC Networking &
Telecommunications
Migrating from Centrex to IP
Telephony at Penn
EDUCAUSE MARC 2006
Melissa Muth & Dawn Augustino
University of Pennsylvania
This work is the intellectual property of the author. Permission is granted for this material to be shared for noncommercial, 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 author.
ISC Networking &
Telecommunications