1. Telephone Service
Andrea Beesing
November 15, 2016

2. Agenda Introductions Service Description Value Proposition Metrics
Cost
Security
More Information
Q&A

3. Introductions Service owner: Andrea Beesing
Service manager: Kathy Drake
Other service delivery team members:
Paul Viscuso
Ed Fisher
CIT Request Fulfillment & Provisioning team
CIT Field Services team

4. Service Description Service name: Telephone Service Product(s):
Avaya digital, analog and VOIP telephones
Dial tone
Cornell phone number
Local and long-distance calling
Brief text description: Cornell's telephone service provides faculty, staff, and students a connection to the telephone network and supports emergency functions such as Blue Light telephones, elevator telephones, and fire circuits.
Available to:
Faculty, Staff, Students
Fee? Yes
Service tier: Zero

5. Value Proposition Value proposition Customer impact Key benefits
Unlimited on-campus calling
Long-distance domestic and some international calls included, with usage limits
Telephone set replacement if damaged or broken
Customer impact
Unified dial plan for Ithaca campus
Provides immediate, direct form of communication for members of the campus community
Voic for missed calls and announcement boards
Key benefits
Enterprise quality, redundant infrastructure with 24x7 support
911 calls routed to CUPD
Call center capabilities such as call statistics, agents available to take calls

6. Metrics FY17 Q1 FY 17 Q1 Metrics My Extension Everywhere 732
Telephone sets
15,336
Voice mailboxes
7,864
Soft numbers
1,205
Availability
99.95%
Changes (upgrades, patches, etc.) 6

7. Costs Cost to deliver the service: Unit cost: $287 per telephone/year
FY 16 Total Cost
$4,409,058
Hardware & Software
$3,370,880
Labor
$637,354
Staff Support
$200,412
Administrative Overhead
Unit cost: $287 per telephone/year
Fee for service: Yes

8. Rates
One-time and monthly recurring charges vary according to product and features requested
See rate catalog for complete details:

9. Rates example – IP voice
Basic IP voice service fee
$21.15
Ethernet port
$3.25
4610 IP phone w/12 buttons $0
4610 IP phone w/24 buttons
$7.65
Expansion module w/24 buttons
$7.90

10. Rates example – My Extension Everywhere
My Extension Everywhere (EC500)
Monthly
My Extension Everywhere Service
$2.15
My Extension Everywhere Service/Digital
$3.25
My Extension Everywhere (EC500) Add
One-time
OCC/Voice Software Add
$11.20
My Extension Everywhere (EC500) Disconnect
OCC/Voice Software Disconnect
$5.40

11. Security What risks does use of the service mitigate?
Personal safety
Safety of Cornell property in the event of fire
How does the service mitigate risks?
Provides immediate contact with CUPD and fire department (fire alarms)
Ring-down emergency phones and blue light phones
Call to 911 from Cornell extension provides location information
Fire alarms

12. Telephone Service strategic initiatives
Conducted communication needs analysis in 2015 using independent consultants
RFP for PBX maintenance in 2016 = savings of ~200k
CIT team charged with developing proposal within the next month
Future of traditional telephony – RFI responses under review
Internal evaluation of soft phone capabilities – e.g. Skype for Business in Office 365

14. More Information
Service web page:
Service level expectations:
Service catalog entry:
Service quarterly report:

15. Questions?