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Planning, Budgeting, and Accountability (PBA) Cycle 2009-2010. Telephone Services. Utah Valley University. Mission.

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Telephone services

Telephone Services

Utah Valley University


Our mission is to provide state-of-the-art Telecommunication and Data Networks to UVU students and employees. We support the mission of UVU by implementing new ideas and technology to accomplish the goals and meet the needs of the college.

Accomplishments 2008 2009
Accomplishments (2008-2009)

Digital Voice Network

Allows the customer to do most of their phone moves and changes

A larger conference bridge on each phone-set provides for conferencing up to 6 people and operator assisting conference bridge

PBX Upgrade to 9.0

More integrated SIP technology (Still in testing phase)

VOIP is now available throughout the campus and exclusively at Continuing Education #2 house, Child Care house, Building L, and ROTC House

Losee Center came online (Student Service)

CS 507 & 508 Labs

Noorda Theater construction

BA 205 and 203 Remodel

Institutional Advancement call center

Rewired the basement of the Browning Administration Building.

Placed over 50 wireless access points

No down time and the switch was never busy out

LI Data center came online (10 Gig)

Web Development Bldg. and Advancement Data Ctr. (Murdock homes) came online. (New fiber & feeder cable)

ROTC and International house came online. (New fiber & feeder cable)


Voice Networks

Dial Tone to all 4500 users

3800 Digital ports / 700 analog ports

200-300 new extensions each year

Voice Mail

48 port Octel system

Omni Vista Call accounting system and reports

Long distance billing

Web based directory

VOIP over existing networks

Point to Point circuits to remote sites

6 T1’s at main campus

2 In, 2 2-way, 1 out, 1 LD

6 T1’s connecting remote sites

5 Analog Backup Lines

ACD groups


Student Call Center

McKay Ticket Office



Help Desk

Data Networks

Basic links and LAN

Copper and fiber uplinks

Long haul fiber networks

Long Distance

Billing of long distance service to end users

Integrating Banner with long distance costs

Calling cards and conference bridges

Telephone services organization
Telephone Services Organization

Telephone Services Director

Assistant Director

PBX Programmer / Foreman

Secretary / Operator Supervisor

Lead Technician

Lead Operator









Tom Branam


31+ years experience

15+ years at UVU

Kurtis Olsen

Assistant Director

9+ years at UVU

Tammy Taylor

Admin. Support

4 years experience

3+ years at UVU

Geoff Osborn

PBX Programmer

8 years experience

6+years at UVU

Darvin Burgess

Lead Tech

8 years experience

6 years at UVU

Ken Chynoweth (PT)


35 years experience

1 year at UVU

Ron Kopp (PT)


35 years experience

1 year at UVU

Jessica Trip (PT)

Head Operator

4 years at UVU

Swot analysis
SWOT Analysis


Aggressive problem solving

New ideas and technique implementation

Quality control

UVU Telecom are the leaders within state higher ed. IT departments

Master Cable Spec’s

State of the art telephone switch

Swot analysis1


Lack of full-time personnel

Little professional training (Alcatel)

Lack of funding for repair and installation of new equipment

Turnover of personnel due to poor salaries

Support of remote sites

Lack of support from local vendor

Swot analysis2
SWOT Analysis


New PBX software upgrades

Speech recognition operators (Parlance)

VOIP networks

Partnership/Scholarships with local business

Wireless extensions

Unified message


HR new salaries

Swot analysis3
SWOT Analysis


Loosing trained personnel

Growth and demands of the university

Making correct choices about the way we use new technology and/or which type of technology

Adding 300-400 new extension every year

Operating budget
Operating Budget

Funding is provided by one-time money and revenue generated (Soft)

Hard Money

Departmental operation

Salaries of 4 full-time employees and 4 part-time operators

Revenue Generated (Soft)

Wages for 1 lead technician (Full Time) and 2 installers

Long Distance revenue is about $4,000 per month

Modem and Fax revenue is 254 X $20 = $5,080 per month

Wiring charges to the end-user generates about $9,800 per year (Profit)

Operating costs
Operating Costs

Qwest $12,600 a month

12 T1’s and over 100 1FB’s

White Pages


$199,000 per year

Maintenance on the PBX

Tri-Tel contract is about $40,000 per year for repair, patches and upgrades**

Campus Directories (2,400 published) at $6,334

Hourly reports
Hourly Reports

As expected most calls are around 9 am and 3 pm

Sharp drop-off after 4 pm

Daily reports
Daily Reports

Daily- there are more calls toward the beginning of the week

Monthly reports
Monthly Reports

Monthly--August has the highest volume of calls

Peaks are around the beginning of semesters


Telephone Services attendant operators receive the most calls

TS attendant operators receive the most calls on Mondays

No calls on Saturday and Sunday due to no one being logged in

Call from 5 pm to 8 pm
Call from 5 pm to 8 pm

The past two months had a total of 534 calls after 5:00 p.m.

334 of those were between 5:00-6:00 pm

Monthly operator report
Monthly Operator Report

Operators receive more calls in August than any other month

More calls are taken at the beginning of semesters

Long distance costs
Long Distance Costs

2005 – 2006 Monthly average cost is $5,280.

2006 – 2007 Monthly average cost is $4,086.

2007 – 2008 Monthly average cost is $3,756.

2008 – 2009 Monthly average cost is $3,708.

Changes to Long Distance providers account for drops in charges during 2005 through 2007.

Topology of voice switches
Topology of Voice Switches

5 remote switches and 1 fractional T1 to the University Mall

Plans for 2010 2011
Plans for 2010-2011

Alternate routing of lines coming through the college

Move one cabinet to LA Building

Move T1 leased lines to dark fiber at the Hangar and Fire Academy

Pursue capabilities of SIP phones and discover possible uses

Wireless extensions within the college (SIP option looks best)

Integrate voice-activated operators more fully into campus

Finish rewire of Administration basement (BA 005 area)

Telephone service request
Telephone Service Request

Reclassification of Admin Assistant (Tammy) and Lead Tech (Darvin)

Change Analog cards to new eZ32 Analog Cards ($50,000)

Alcatel training for Department Personal ($10,000 for each level of training)


UVU Telephone Services will continue to be an industry leader throughout Utah’s state colleges while continuing to uphold the UVU mission.

Thank you

Thank You