Project Description The procurement of a new state-of-the art campus telephone system
Project Tasks and Phases Needs Assessment –Technology Overview –Meetings with Departments/User Groups –Physical Inspections and Site Surveys Systems and services is use Cable infrastructure Physical infrastructure – space, power, etc. –Benchmarking Analysis What are other universities doing?
Project Tasks and Phases Procurement and Installation –Development of Specifications –Preparation of Request for Proposals –Evaluation of Proposals –Vendor Selection –Contract Negotiation –Installation
History of Telephone Systems Manual Systems –Connections made by Operator at Telephone Company –Magneto dial-less telephones Dial Systems –1 st Placed in service 1896 –The Strowger system –Rotary dial telephones
History of Telephone Systems Private (Automated) Branch Exchange – PBX or PABX –Enterprise-based telephone systems evolved throughout the 1900s –From mechanical -- electromechanical -- electronic –From analog to digital (proprietary by vendor) –From feature-poor to feature-rich –From centralized/monolithic to distributed architecture
Todays Telephone System PBX Wiring Closet Cross Connects Wall Jack Phone Copper Backbone Cable Copper Horizontal Cable Copper Station Cable
Todays Data Network Core Switch Wiring Closet LAN Switch Wall Jack PC Fiber Optic Backbone Cable Copper Horizontal Cable Copper Station Cable
Todays Services Core Switch Wiring Closet LAN Switch PC Fiber Optic Backbone Cable PBX Wiring Closet Cross-Connects Wall Jack Phone Copper Backbone Cable
Likely New Architecture – IP Telephony/VoIP Core Switch Wiring Closet LAN Switch Wall Jack PC Fiber Optic Backbone Cable Copper Data Grade Horizontal Cable 4 Pairs Copper Station Cable Copper Station Cable Telephone Server or IP-PBX
Alternative Solutions 1.IP PBX, IP-ready PBX, IP-enabled PBX 2.Pure Voice over IP Platforms 3.Hosted Solutions
Call Center Technology Hunt Groups – Early attempts to distribute calls Uniform Call Distribution –Simple call distribution as an internal PBX feature Automatic Call Distribution/Call Center –Separate server providing enhanced call distribution functions, real time call center management, and historical/real time management reporting capabilities –Supports outgoing and incoming calls –Call center agents may be centrally located or distributed –In IP environment, call center agents may literally be anywhere where an Internet connection can be made (main office, remote office, home, etc.) –Typically used in financial aid, class registration, other high volume areas
Call Center Technology Contact Center – Integrates telephone, email, web chat and other communications methods Interactive Voice Response (IVR) –Integrates telephone system with database applications –Allows callers to access information and perform transactions without human intervention Check balances Make payments Check course availability Register for courses
Messaging Systems Voice Mail Automated Attendant –Route calls –Respond to frequently asked questions (directions, etc.) Unified Messaging –Integrates E-mail, voice mail, fax –Allows access to voice mail messages and fax from E- mail –Potentially access e-mail messages via a telephone.
System Features and Capabilities Most commonly used features exist on all systems –Hold –Transfer –Forwarding –Conferencing –Call Pickup –Call Waiting –Speed Dialing –Auto Dialing –Distinctive Ringing These features can be configured on any/all phones at no additional cost.
Features and Capabilities Recent Features –Caller Identification –Call Trace –E9-1-1 Notification –Intuitive Display –Wireless Telephones –Web-Enabled Telephones These features impact the cost of the system