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Voice Over IP at Harvard University

Voice Over IP at Harvard University. Building the “Next Generation” of Converged Infrastructure. Voice ……. Data …….. Video ……. Susan DeLellis, Senior Project Manager Harvard University Information Systems Common Solutions Group, May 9, 2001. Voice Over IP at Harvard University.

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Voice Over IP at Harvard University

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  1. Voice Over IP at Harvard University Building the “Next Generation” of Converged Infrastructure Voice ……. Data …….. Video…… Susan DeLellis, Senior Project Manager Harvard University Information Systems Common Solutions Group, May 9, 2001

  2. Voice Over IP at Harvard University • Why Harvard University Chose to Explore VoIP & What we Hope to Get out of it • Harvard’s VoIP Pilot • End-User Feedback for Phase I. • Lesson’s Learned Thus Far • Next Steps for Harvard What I Plan to Share with You Today:

  3. Voice Over IP Delivering Voice Services Over the Data Infrastructure What is it? • The Convergence of legacy Voice and Packet Networks – both voice and signaling information are transported over the Internet Protocol (IP) • The Merging of Related Operational & Support Policies, Procedures and Systems

  4. The Strategic Implications of VoIP Technology in the Enterprise • Support for New Services & Emerging Applications • Convergence of Infrastructure, Staffing, Operations & Mgt. • Challenges Traditional Telecommunications Delivery & Support Models • Dissolving Boundaries for Calling Areas • Managing the Mobility & Flexibility of Deployment • Defining & Incorporating a New Costing/Pricing Model into The Environment

  5. Voice Over IP Pilot At Harvard The Purpose of the Pilot: • Explore the Viability and Benefits of the Technology and Operational Systems in the True Harvard Environment • Develop and Refine the New Delivery and Support Models of the “Converged” Infrastructure • Explore and Refine Technical Architecture and Costing Models • Document and Assess the “End User Experience” • Continue to Track the Evolution of Standards for VoIP Technology and Prepare for RFI/RFP

  6. The Harvard VoIP Pilot Program • 100 Member pilot, University Information Systems (UIS), Center for Astrophysics, Work-at-Home & Remote office Users • Architecture - Cisco Systems AVVID utilizing Call Manager 3.08 • Model 7960/7940 Display IP Telephones – Some Softphones • “Production” Pilot – Phase I: Jan. 1, 2001 – April 30, 2001 • Integration w/Harvard’s 5ESS Centrex and Octel Voice Mail Who: What: When:

  7. Voice Over IP Pilot At Harvard Project Team Pilot Expectations • Phase I: January 1, 2001- April 30, 2001 • Implement VoIP in Existing IP Environment at Harvard • No Quality Of Service (QOS) in the Network • Explore Quality Issues – OnNet, OffNet, Home • Some Issues we Know Can be Corrected Easily – Incoming Caller Line ID (ANI) • Work with our Vendors to “Develop” Features/Functionality • Evolve the Pilot as Lessons are Learned

  8. Voice Over IP Critical Decision Points • When To Ride the Wave • Public, Private, Hybrid Architectures • Design Architectures & Integration • IP Address Space Planning • Where do they come from • - Private vs. Public • How are they organized • - VLANs • How does the phone get them - DHCP, Manual Complexity Change Time

  9. Voice Over IP Critical Decision Points ………continued • Power to the Phones • Router Access Control Lists (ACLs) • DNS or No DNS • To Implement QOS or Not • Engineer to What Quality of Service ? • Support – Who Owns the “Problems” Complexity Change Time

  10. Voice Over IP Pilot At Harvard Pilot Implementation • Architecture – • Cisco AVVID, Central dual Call Managers in a Redundant Cluster • VG200 Analog Gateway for Voice Mail • 2600 Router & 6509 IOS for Gateways to 5ESS • (2) T1 Circuits • Integration – • 5ESS (Centrex) for PSTN calls & internal 5 Digit Dialing • Octel 350 Voice Mail System - SMDI • Users Kept their Existing Centrex phone (E911) – many call forwarded Centrex phones to VoIP phone for easier management Desktop – • Integrated Desktop & Phone onto Single Data Wire

  11. Voice Over IP Pilot At Harvard Pilot Implementation - Continued • Power – • In-line power from the Cisco 6509 Switch & some power packs • IP Address Planning – • Initially no-VLANs • DHCP Dynamic Addressing • Used 150 Option for TFTP server • “poked” holes in router ACL Lists for Access • Use of DNS • Services (Proof of Concept) – • Perl Scripts for Displaying VoIP Pilot Information, Harvard News, etc • Weather, Stock Quotes, Calculator and others • Support – • Integrate with Existing UIS Data HelpDesk & Remedy System • Develop VoIP SWAT Team for Troubleshooting

  12. Voice Over IP Pilot At Harvard Pilot Implementation - Continued • Support & Resources - • Project Manager with Project Team - @ 15 People • Network Operations • Desktop & LAN Support • Telecommunications • Wiring/Cabling • HelpDesk • Integrate with Existing UIS Data HelpDesk & Remedy System • Develop VoIP SWAT Team for Troubleshooting

  13. Harvard University VoIP Pilot Architecture 10 Ware Street, Cambridge CallManager Cluster PSTN KSG Washington remote location CM_1 CM_2 T1 CAS Existing Harvard IP Network Cat 6509 T1 CAS no ANI 384-6500 - 6699 Cisco 2600 Gateway 5ESS Centrex Switch UIS T1 CAS No ANI 384-6700 - 6999 (future PRI) Harvard IP Intranet SMDI Center for Astrophysics SMDI V 7960 IP Phones VG-200 MGCP Gateway Octel 350 Voice Mail

  14. Voice Over IP HelpDesk ………. • Utilized Existing UIS HelpDesk – Remedy Ticketing Platform • Implemented “VoIP Swat Team” • @ 40 Tickets Since Pilot Inception: • Voice Mail: 9 • Quality: 5 • Desktop/Novell: 3 • Features/User Requests: 5 • Programming/Config.Errors: 7 • Non-VoIP Tickets: 4 • Other: 7

  15. Voice Over IP – Pilot User Feedback • 6 Page VoIP User Evaluation Form Developed for the Pilot • Categories Evaluated include: • Getting Started • VoIP Set/Features & Functionality • VoIP Experience • VoIP HelpDesk • Importance of Aspects of Service • Value of Service Received • 5 Level Scale: Very Satisfied …. Very Dissatisfied • User Comments & Ratings on Quality, Ease of Use, Other • First Survey - 1 ½ Months into the Pilot – 40% Return rate

  16. Voice Over IP Pilot User Feedback Results I.Services Provided by Harvard UIS – Getting Started • Install/Setup • Training • Ease of Customizing Features • Documentation • 90% Of Users Are Very Satisfied or Satisfied with the Getting Started Phase of the Project • User Comments include: • “fewer problems executing simple telephone procedures” • “ Call Setup seems to take longer” • “ I miss my Incoming Calling line ID”

  17. Voice Over IP Pilot User Feedback Results II.Services Provided by Harvard UIS – VoIP Set & Features • Set Features, Functionality & Feel • 78% Of Users Are Very Satisfied or Satisfied with the VoIP Set & Features/Functionality User Comments include: • “Most features just took getting used to and became easier with time” • “ I like having a Directory feature on-line” • “Services Button is terrific” • “ Speakerphone is excellent” • “ Need multiple call appearances” • “ I like the ease of programming speed-dials & access to weather services” • “ Lack of caller ID is a disadvantage”

  18. Voice Over IP Pilot User Feedback Results III.VoIP Experience • Quality of Calls • Enhancing Productivity • Ease of Use • 70% Of Users Are Very Satisfied or Satisfied with the VoIP Experience User Comments include: • “ Very important to solve the E911 issue” • “ Connection quality just not as good as existing system” • “ Choppy quality, echo” • “ Mobility of a Harvard extension has helped immensely at remote office locations” • “ Slow ring start, slow dial recognition” • “ Fewer problems executing simple telephone features like call transfer”

  19. Voice Over IP Pilot User Feedback Results IV.Services Provided by Harvard UIS – VoIP HelpDesk • Recording Trouble Calls • Timely Resolution of issues • Accessibility of HelpDesk • 93% Of Users Are Very Satisfied or Satisfied with the VoIP HelpDesk User Comments include: • “ I haven’t had to use the HelpDesk” • “ HelpDesk was helpful in getting my modified ring” • “ Excellent job, HelpDesk very communicative and eager to solve problems”

  20. Voice Over IP Pilot User Feedback Results V.Importance of Aspects of Service • Rate the Importance of 20 Telecom & Data Related Services • from Absolutely Critical to Not Important at all Top 6 Categories- Rated Absolutely Critical or Very Important: • Solving Network Problems in a Technically Efficient Manner –78% • Providing High Quality Telephone Conversations – 75% • Performing Network Installations with Technical Proficiency – 75% • Providing More Reliable Telecommunications Services –69% • Keeping You Informed of the Project Status – 66% • Providing Timely Adds/Moves and Changes – 65%

  21. Voice Over IP Pilot User Feedback Results V.Importance of Aspects of Service • Rate the importance of 20 Telecom & Data Related Services • from Absolutely Critical to Not Important at all Bottom 3 Categories- Rated Somewhat Important or Not at All Important: • Providing Information Services such as Weather, Stock Quotes, Other –69% • Providing a Converged Data/Voice Desktop Device –47% • Being Flexible in the Work Plan to Accommodate Your Needs -22%

  22. Voice Over IP Pilot User Feedback Results VI.Value of Service Received • Rate the Value of VoIP Service from Very High Value to • Very Low Value • The Value Of VoIP Service To Your Organization –69% Rate VoIP Very High Value to Just About the Right Value • Based on Your Experience with VoIP Service How Likely are you to Recommend it to Others? - • 31% Strong/High Recommendation • 28% Medium or Neutral Recommendation • 25% Not likely to Recommend

  23. Voice Over IP Lessons Learned Thus Far………….. • Phone Quality is Critical to Users – Infrastructure is key to Quality • VoIP provides Flexibility & Mobility - IP Planning is Critical • Understanding the Desktop Matters • Troubleshooting & Reporting Tools need to be Explored more Fully • Softphones are Rudimentary • VoIP Services & Application Integration shows Promise (LDAP, others) Complexity Change Time

  24. Voice Over IP Lessons Learned Thus Far………….. • VoIP Challenges: • Controlling End-to-end Quality of Service • Regulatory Issues • Cross Pollination of Data & Telecom Worlds • Re-engineering IP Infrastructure for Reliability & QOS • Deployment in a Decentralized Environment • Developing new Organizational, Support & Costing Models • Setting User’s Expectations & Changing the Mindset • There are Benefits w/VoIP – At this Stage in the Game Pick and Choose Wisely

  25. Voice Over IP ……… Next Steps for Harvard • Expand the Pilot to Phase II – Address QOS & Infrastructure • Engage Schools in the Phase II Pilot • Explore Cost Models, Mgt. & Reporting Tools, Call Ctr. Apps. • Assess Other Vendors’ Implementations of VoIP Nortel, Lucent, PingTel, others • Understand Better Where VoIP Fits … & Doesn’t • Issue an RFI/RFP in 2001

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