Department Telephone Representative General Orientation Session - PowerPoint PPT Presentation

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Department Telephone Representative General Orientation Session

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  1. Department Telephone Representative General Orientation Session Please Check In Sign-In Sheet at Front of Room

  2. Project Overview • A Look at the VoIP Project Website • http://its.virginia.edu/telephone • Primary Roles of Department Telephone Representatives (DTRs) • General Implementation Approach • PreliminaryData Review: Review & Update • Just-In-Time (JIT) Provisioning: Prep for Cutover • Tentative Phased Building Cutover Schedule • Planned User Training • What’s Next? Agenda

  3. Overview The Voice over Internet Protocol (VoIP) implementation project: replaces an outdated, difficult-to-maintain system with end-of-life equipment and a service contract ending 12/2015 provides a current generation voice technology (BroadWorks) system and the foundation for future enhancements For theAcademic and Medical Center sides including University Hospital: 26,000 existing telephone lines will be migrated 20,000 telephones will be replaced Existing Siemens VoIP lines and all existing call centers will be migrated.

  4. Overview The project has an 18-member steering committee representatives from both academic and medical areas chaired by the CIO meets monthly to provide project governance and oversight approved the system implementation project on 11/19/13 A comprehensive new telephone system design has been completed and accepted by the project’s steering committee A phased building-by-building migration approach is planned, comprise of individual cutover events, or “flights”

  5. DTR Role Data Collection & Verification Communication to Peers & Colleagues (department email lists, staff meetings, etc.)

  6. Preliminary Data Review for cleanup of current phone system billing data. General ImplementationApproach Flights = 60 Business Days

  7. Preliminary Data Review • Review summary data • by organization within building • look for potential data anomalies with organizations and locations • If data anomalies are found • review the detailed data tab/ worksheet • EXAMPLE: A department believes it has no staff/telephone lines at 853 W Main, but they are still in billing

  8. Preliminary Data Review Change tabs/worksheets

  9. Preliminary Data Review EXAMPLE:Filter Building Name and Dept # for REPUBLIC/853 W MAIN Verify status of the line to determine it is in service or not

  10. Preliminary Data Review If you have lines that don’t appear in the list, add them to the sheet below the data

  11. Preliminary Data Review Updates

  12. JIT Provisioning Flights = 60 Business Days

  13. VERIFY… for each telephone number • Siemens/Unify Equipment type • This tells us the line/service type: • Analog • Digital • Siemens/Unify VoIP • PTAO • Organization data drives DTR assignment • Corrections to Organization info could result in a different • DTR assignment for a particular phone number • Building and Room location – • Accurate building location is critical to E911 reporting! • Drives successful telephone migration T-51 Data Collection & Verification Detailed DTR training and instruction will be provided, including information about the new telephone models, station types, and all data to be collected during this period.

  14. Emergency Phones/Elevator Phones • Emergency Phonesand Elevator Phones • will be individually migrated along with the building/location they are associated with • will receive special DTR assignments

  15. MESSAGE #1 (After Orientation) • A communication (email) to your area that: • introduces you as your group’s DTR • you’re their liaison with the VoIP project team • you will help ensure all telephone lines are migrated appropriately • they will be hearing from you regularly as the project progresses • MESSAGE #2 • A communication regarding: • the tentative building cutover schedule for your building/department • In most cases, this will be an announcement regarding your general migration grouping rather than a specific date, with additional details to follow • MESSAGE #3 (T-60) • A communication: • regarding your building/department’s tentative scheduled cutover week • to advise departmental users that you’ll be scheduling time to meet individually • to discuss the details, and • to review the decisions that need to be made regarding individual phone setup Suggested/Sample Communication

  16. MESSAGE #4 (T-17) • A communication to: • explain new telephone placement that will occur on T-14, and • make prior arrangements for appropriate office access, etc. • MESSAGE #5 (T-2) • A communication to: • remind users about the scheduled cutover night • MESSAGE #6 (T-0) • A communication to: • remind users that tonight is cut night! • explain what to expect • describe agreed-upon process for addressing priority concerns on T+1 • Other messages TBD: • Voicemail setup and activation • Migration day particulars Suggested/Sample Communication

  17. ________________________________________________________________________________________________________________________________ • Medical Center cutovers start in September with Stacey Hall per the significant number of HSTS employees and members of the project team • Academic cutovers precede Medical Center cutovers, starting in June with Carruthers Hall per significant number of ITS employees and the location of the VoIP project team • Alternating Academic and Medical Center cutovers starting in September • 2 cuts per week Academic • 2 cuts per week Medical • Significant coordination between Academic and Medical Center cutover teams regarding “shared” buildings Initial Building Cutover

  18. ________________________________________________________________________________________________________________________________ Start With Lowest Patient Contact Sites Medical Building Cutover Approach

  19. Tentative Building Cutover Schedule (Medical) WAVE 1 (3Q14-4Q14) Stacey Hall, 1107 W Main St, 1111 W Main St, 1018 W Main St (PMO), 1003 West Main, Connected Community Tech Ctr (999 Grove Street), Cavalier Substation, Malcolm W Cole (HSC) Child Care Center, Hospitality Blue Cottage, Randolph Building, East (Lee St) Parking Garage, 11th Street Parking Garage, Sieg Warehouse, Kirtley Warehouse, 2211 Hydraulic Road, Cedars Court, McKim Hall WAVE 2 (4Q14) Surgery Billing - 198 Spotnap Road Pantops, 199 Spotnap Road, Pantops Radiology Billing 103 South Pantops Drive, Hansen Road Professional Center, Peter Jefferson Place (Hope Cancer 590 PJ Pkwy), Peter Jefferson Place V11 (ENT 652 PJ Pkwy), Colony Plaza/Fontaine Ave 2205, Pegasus Medical Transport (Stoney Ridge), Pegasus Airport Facility, Zions Crossroads (Spring Creek), Zion CrossRoadsDialysis, Orange Medical Center, 4105 Lewis & Clark Drive, Republic/W Main 855 & 853 (movingto new locations) T E N T A T I V E

  20. Tentative Building Cutover Schedule (Medical) WAVE 3 (4Q14) 515 Ray C. Hunt Drive, 500 Ray C. Hunt Drive, Fontaine Medical OfcBldg 1 (415 RCH Drive), Fontaine Medical Office Bldg. # 2 (545 RCH Dr), Moser Radiation Therapy Center, Northridge Building, Long Term Acute Care Hospital (TCH), UVA Clinical Laboratory (CoreLab), Hospital Link WAVE 4 (4Q14-1Q15) Jefferson Park Medical Office Bldg. (1222 JPA), Central Wing, North Wing, McIntire Wing, X-Ray Wing, Suhling Research Lab, Steele Wing, Davis Wing, Barringer Wing, Medical School Bldg, Clinical Department Wing, Multistory Building, HSC Chiller Plant North University Hospital Switch WAVE 5 (1Q15-3Q15) Primary Care Center Annex, Primary Care Center, Battle Building (Corner Bldg, KCRC Children's Rehab Center, KCRC Commonwealth Court, KCRC Cochran House, UVA Outpatient Surgery Center), Emily Couric Clinical Cancer Center, University Hospital, Helicopter Pad T E N T A T I V E

  21. Distributed with Phone End User Training Plan • Using Your Polycom VVX410 & VVX500 • Activating and Setting Up Voicemail • Using New Telephone System Portal • Classroom/Face-to-Face: Call Center Agents/Supervisors; “Admin” User Class • Online Reference/PDF docs

  22. Draft Quick Reference Guidefor VVX410

  23. Preliminary Data Review: • Spreadsheets will be furnished to DTRs • This is NOT to be used for the final data collection and verification. • This is only to familiarize yourself with the data in the telephone billing system and to communicate any necessary changes to organization/location fields • First Communication to Departmental Colleagues: • Investigate/Review email distribution list options, e.g. departmental mail lists • Get on staff meeting agenda(s) • Coordinate with other DTRs in your administrative area, if applicable • Clear Delineation of DTR/Org mappings –Project team will take the lead, but we will need your help! • One-to-one DTR/Org assignments • Project team verification that all telephone lines have DTRs (will begin with buildings slated for September migration) What’s Next

  24. Familiarize yourself and your departmental colleagues with the VoIP project website (its.virginia.edu/telephone) • JIT Provisioning: • Detailed Just-In-Time review and data collection/verification will occur at the beginning of your scheduled “flight” • There will be approximately 35 business days to complete and record information in the custom DTR database. • (NOTE: Only DTRs and VoIP project team will have access to modify/update records in the database, and you may only update the telephone records that are assigned to you) • A project team building lead will be assigned to each building (very large buildings may have more than 1) • Building leads will train all DTRs for a given “flight”, including detailed instructions for data collection, as well as the use of the custom database application What’s Next

  25. ________________________________________________________________________________________________________________________________ Questions You may also use the Contact Us form on VoIP project website (on FAQ page) • http://its.virginia.edu/telephone

  26. ________________________________________________________________________________________________________________________________ Questions Thank You! Please Check In Sign-In Sheet at Front of Auditorium

  27. Preliminary Data Review • Review summary data • by organization within building • look for potential data anomalies with organizations and locations • If data anomalies are found • review the detailed data tab/ worksheet • EXAMPLE: Department 2856 no longer has telephone lines at 1107 W Main, but they are still in billing

  28. Preliminary Data Review Change tabs/worksheets

  29. Preliminary Data Review EXAMPLE:Filter Building Name for W Main 1107

  30. Preliminary Data Review Service Type with Features

  31. COLLECT… new information • Named vs Unnamed Extension • First Name, Last Name, Computing ID if appropriate • New Polycom telephone type • BroadWorks “Group” • BroadWorks “Station Type” • Shared Call Line Appearances • Hunt Groups, Pickup Groups, other requirements • ***************************** • ACD (Automatic Call Distributor)/Call Center Info • ***************************** • Courtesy/Backup Analog Phones T-51 Data Collection & Verification Detailed DTR training and instruction will be provided, including information about the new telephone models, station types, etc.

  32. VERIFY… for each telephone number • Current Equipment type • PTAO • Building and Room location • COLLECT… new information • Named vs Un-named Extension • FN, LN, Computing ID if appropriate • New Polycom telephone type • BroadWorks ‘Group’ • BroadWorks ‘Station Type’ • Shared Call Line Appearances • Hunt Groups, Pickup Groups, Other requirements • ***************************** • ACD/Call Center Info T-51 Data Collection & Verification RECORDED IN CUSTOM DATABASE APPLICATION

  33. Tentative Building Cutover Schedule (Academic) T E N T A T I V E

  34. Building Migrations vsStaff/Department Relocations NOTE: Departmental relocations during ‘flight’ migrations will be handled separately from ‘flight’ planning and will require CSR submissions as they have in the past. (Longer CSR lead time required!)

  35. Building Migrations vsStaff/Department Relocations POTENTIAL EXCEPTION: MEDICAL CENTER CALL CENTERS NOTE: Departmental relocations during ‘flight’ migrations will be handled separately from ‘flight’ planning and will require CSR submissions as they have in the past. (Longer CSR lead time required!)