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Telecommunications. Dec 8, 2009. Telecommunications . Everything you wanted to know about Telephone Services but were afraid to ask. Telecommunications . Who are we? What exactly do we do? Tips on how to save money? Where are we going? . Telecommunications .

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telecommunications1
Telecommunications

Everything you wanted to know about Telephone Services but were afraid to ask.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications2
Telecommunications

Who are we?

What exactly do we do?

Tips on how to save money?

Where are we going?

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications3
Telecommunications
  • Our team is made up of the following 10 people
      • 1 – manager
      • (Joe Allen)
      • 2 - phone guys
      • (Bruce Bender &
      • Doug Herter)

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications4
Telecommunications
  • 1 –administration and switchboard supervisor
      • (Liz Doede)
  • 2 –switchboard attendants
  • (Rhonda Lantz & Sheila Fell)

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications5
Telecommunications
  • 1 - wireless support person / backup support
  • (Kathleen Ebrahimi)
  • 1 – backup support person (admin & switchboard)
  • (Carrie-Anne Hunter)
  • 1 – phone analyst (Ron Schmidt)
  • 1 – co-op student (Andy Vopni)

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications core responsibilities 1 priority
Telecommunications Core Responsibilities # 1 priority

Ensuring the phones on campus are working properly

24/7

365 days a year

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications 1 priority
Telecommunications # 1 priority
  • Ensuring the phones work : 24/7, 365 days a year
    • 52 buildings + 5 under construction
    • 3 campuses (Waterloo, Cambridge, Kitchener) plus ? (Stratford, Huntsville, ?)
    • 6,500 phones (IP, digital and analog) and counting
    • 3,600 voice mail boxes
    • onsite PBX
    • 5,000 speech recognition entries
    • +230 Bell lines

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications digital versus analog
Telecommunications Digital versus analog
  • ‘ANALOG’ is the process of taking an audio or video signal (in most cases, the human voice) and translating it into electronic pulses.
  • ‘DIGITAL’ on the other hand is breaking the signal into a binary format where the audio or video data is represented by a series of "1"s and "0"s.
  • On campus we have about 100 analog phones and 5,000 digital

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications voip technology
Telecommunications VOIP technology
  • VOIP stands for Voice over Internet Protocol
  • This simply means that instead of using separate lines for the phone, they share the lines with the computers. When doing this it opens up a number of ways to integrate your computer with your phone. All new phones on campus are VOIP.
  • There are about 700 VOIP phones on campus
  • Notes:
  • Regular phones send electricity over the phone line. When switching to a VOIP phone, we must add power over the line.
  • PBX has backup power, VOIP phone systems do not

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications6
Telecommunications

We monitor the switchboard from 8:30 am - 4:30 pm

Monday – Friday with at least 2 attendants at all times.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications switchboard
Telecommunications Switchboard
  • Typically during the day, we get over 400 calls per hour during peak times
  • Switchboard attendants use software that displays both names and departments in order to quickly find what they are looking for
  • The directories are in sync with WatIAM, however there are timing problems when people start working before they are setup in WatIAM

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications core responsibilities
Telecommunications Core Responsibilities
  • Successful implementation of ALL moves, adds and changes to over 6500 (and counting) phones on campus
    • Approximately 200 work orders per month

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications moves adds and changes
Telecommunications Moves, adds and changes
  • receive work orders
  • schedule work, order new equipment
  • remove and /or install new phones with desired programming
  • if required, add voicemail
  • If required, update speech recognition system
  • update telephone administration system for billing and university online directories

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications core responsibilities1
Telecommunications Core Responsibilities
  • Administer all the billing for phones on campus
    • We pay the bills and re-bill all areas on campus
    • Invoices are posted on U of W’s website at
    • http://ist.uwaterloo.ca/as/phone/tele_billing.html
    • Note: We want to be the central area for paying bills. We will ensure the bills get paid on time and are reviewed appropriately.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications vendors
TelecommunicationsVendors

Telephone services deals with the following companies on a regular basis:

Other companies (or products of) we work occasionally with are:

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications7
Telecommunications

Monthly Billing process

Various vendors send electronic invoices to U of W

Liz and her team update all work orders

TS uses approximately 10 servers

The end result is a monthly invoice which details all services provides by TS. This is available online.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications8
Telecommunications

Administering and helping co-ordinate issues with the approximately 650 wireless devices (blackberries and cell phones) being used on campus

Note: One issue we struggle with is what support model works best at U of W?

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications wireless support
Telecommunications Wireless support
  • Telephone Services is responsible for:
  • Ordering new blackberries and upgrades
  • Assisting client services who are involved with technical problems, upgrades and initially setting up a new device
  • Along with client services, providing training
  • Interfacing with the vendor and carriers on behalf of the client
  • Answering questions about service and rates
  • Paying the carriers on behalf of the client and internally re-billing the clients
  • Analyzing phone usage to help clients choose the most efficient plans  
  • When necessary negotiating with carriers to provide the best possible rates. We have contracts with both Bell and Rogers.
  • Here is a link on our website: http://ist.uwaterloo.ca/cs/bb/bb-howto.html

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications wireless online access to invoices
Telecommunications Wireless – online access to Invoices

Invoices from Rogers are available at:

Invoices from Bell are available at:

http://interaction.bell.ca

https://winonline.rogers.com

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications wireless saving money
Telecommunications Wireless – saving money
  • Here are some ways to save $ using your wireless device:
  • Check your bill every month. There have been many instances where customers were charged by mistake for services they didn’t order and / or use. One particular scam is to charge outrageous fees for text messages.
    • Note: Both Bell and Rogers now offer preferred pricing with pooling. These prices can be found on our website. We will be holding an employee lunch and learn soon to review the new Rogers rates.
  • Review what plan you are on compared to what other plans are offered. Choose a plan that fits your needs
  • Be careful of ROAMING charges when you travel. Plan ahead and choose a packaged plan ahead of time.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications wireless saving money1
Telecommunications Wireless – saving money
  • ways to save $ using your wireless device:
  • Use a calling card. It’s very cheap compared to wireless plans. A little inconvenient but incredibly cheaper.
  • Find ‘hot spots’ with wireless internet access. These allow emails to be sent for ‘FREE’.
  • Be careful when downloading and using the Internet. Make sure you have a plan with sufficient data. Otherwise the extra fees are expensive!!

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications rogers new pricing
Telecommunications Rogers – new pricing
  • Features:
  • Call Display (INCLUDED)
  • Basic Voicemail (INCLUDED)
  • Call Forwarding (INCLUDED)
  • Call Waiting (INCLUDED)
  • Conference Calling (INCLUDED)
  • Pooling Voice (INCLUDED)
  • Unlimited Evening + Weekends (INCLUDED)
  • Company Calling (INCLUDED)
  • (unlimited local calling between UW Rogers users)
  • Unlimited Incoming Text Messages (INCLUDED)
telecommunications9
Telecommunications

We support over 3600 voicemail boxes on campus. This is a free service to the campus from IST.

Note: Voicemail can be customised by YOU. There is a self service component that allows you to set your own parameters.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications voicemail
Telecommunications Voicemail

3600 voice mailboxes on campus

‘My CallPilot’ allows individuals to customize their own settings

  • For example:
    • getting an email when you have a phone message
    • Setting up ‘groups’ to send emails to

CallPilot Notification

From: Postmaster@tscpsrv.uwaterloo.ca

Sent: Nov 27, 2009 5:30:01 PM

To: jfallen@uwaterloo.ca

_____________________________________

You have a voice message from John Doe [12345]

See link:

http://mycallpilot.uwaterloo.ca/mycallpilot

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications voicemail my callpilot
Telecommunications Voicemail – My CallPilot

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications10
Telecommunications

We support ‘phone trees for various areas on campus. These phone trees improve efficiency and reduce incoming calls.

Note: Calls can be routed to another extension, voicemail, another phone tree or a message

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications11
Telecommunications

Phone ‘trees’

Approximately 25 areas on campus use phone trees

Allows incoming calls to be screened and routed before going to an individual or voicemail box

For example

Incoming call

Dept A ?

Dept B ?

Dept C ?

Person A ?

Person B ?

Voicemail?

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications12
Telecommunications
  • We manage the automated attendant speech recognition system that is used to locate an extension by simply saying the person’s name
  • Voice recognition must be in sync with WatIAM
  • TS must record each individual’s name
  • People with the same name are differentiated by the departments they work in
  • It is possible to create ‘phone trees’ for this. For example saying ‘cell phones’, then saying a person’s name. This is currently not being used.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications13
Telecommunications

9. We support the ‘white pages and online ‘department directory’

It’s important that Telephone directories are in line with WatIAM.

Sometimes there are timing issues between when a person starts at U of W and when they are in WatIAM.

The recent migration from UWDir to WatIAM has highlighted some areas that need further investigation.

Telephone directory information is used for 911 emergency response.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications online directories
Telecommunications Online directories

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications14
Telecommunications

10. We support U of W’s campus emergency notification plan.

We manage the systems that are used to :

a) send text messages to all cell phones entered on MyHRinfo and Quest

b) send messages to all voice mailboxes on campus

c) create a message for a dedicated ‘Infoline’ . This line can receive 100’s of calls simultaneously and would be used in the event of an emergency for information

Note: we have the ability to send voice messages en masse but use this only for surveys at this time

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications15
Telecommunications

11. We support the campus ‘911’ system

The 911 system is :

a) a service from Bell that ensures when ‘911’ is dialled, that the PSAP know what building on campus the call originated from and what the phone number of Police Services is

b) a separate system for police services to know the room and building where the call originated

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications 911 calling on campus
Telecommunications 911 calling on campus

Have you ever wondered how the police know who made the 911 call when it comes from somewhere in a large campus?

When a call is made, it goes to the PSAP where they are responsible for dispatching emergency services.

PSAP - stands for Public Safety Answering Point.

In order for the PSAP to know where a call was made on campus, TS must tell them.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications 911 calling on campus1
Telecommunications 911 calling on campus

When a call is made on campus it goes to Police services AND the PSAP.

TS sends updates to the police daily with Building and room information for each phone

TS sends phone and building information to the PSAP plus the phone number of Police Services

When a 911 call is made, police services receive a pop up screen with the building and room of the call. The PSAP immediately know the building but not the room. If the caller cannot tell them the room, they immediately call Police Services to get that information.

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications16
Telecommunications
  • 12. We manage and help administer the following:
      • Conference calls, Calling cards
      • Yellow pages

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications17
Telecommunications

When we have time...

We investigate new technologies to improve service and reduce costs.

For example – fax machines

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications fax lines and machines
Telecommunications Fax lines and machines

Fax usage has dropped considerably over the last few years. However, on campus, there are still approximately 150 Bell lines used for fax machines

Each Bell line costs between $50 and $70 each month.

TS has been charging $30 or $38 for these lines.

Recently Bell has notified us that they will be raising the cost of these lines approximately $10 per line per month.

In order to avoid incurring additional charges, TS would like to ask each department to review the use of these lines and cancel them if possible

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications fax lines recommendations
Telecommunications Fax lines recommendations
  • Fax alternatives:
  • Eliminate the fax machine (and line) and use email with a scanner
  • Replace Bell line with a ‘direct dial’ number (approx $25 per month)
    • One issue is that you must dial ‘6’ first and your phone number will change
  • Use one designated fax machines rather than many.
  • TS is investigating a new phone number for incoming faxes. Faxes sent to this number will be intercepted by TS and forwarded to the recipient via email. This would be a free service.
  • Using a FAX server on campus. This is a program that links faxes to your email system. This is already being used in some areas on campus but can be used much more.
  • Note: Any comments or feedback would be appreciated. Send to jfallen@uwaterloo.ca

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications18
Telecommunications
  • Other technologies we are looking at:
  • Converting the entire campus to Voice over Internet (VOIP)
      • Using the computer network to make a phone call
  • Unified communications (UC)
      • Merging all systems of communication into one system
      • (for example – Outlook)

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview

telecommunications19
Telecommunications

Questions ?

WatITis | Strengthening Collaboration| December 8, 2009 |Telecommunications Overview