3 The procurement of a new state-of-the art campus telephone system Project DescriptionThe procurement of a new state-of-the art campus telephone system
4 Project Tasks and Phases Needs AssessmentTechnology OverviewMeetings with Departments/User GroupsPhysical Inspections and Site SurveysSystems and services is useCable infrastructurePhysical infrastructure – space, power, etc.Benchmarking AnalysisWhat are other universities doing?
5 Project Tasks and Phases Procurement and InstallationDevelopment of SpecificationsPreparation of Request for ProposalsEvaluation of ProposalsVendor SelectionContract NegotiationInstallation
6 History of Telephone Systems Manual SystemsConnections made by Operator at Telephone CompanyMagneto dial-less telephonesDial Systems1st Placed in service 1896The “Strowger” systemRotary dial telephones
7 History of Telephone Systems Private (Automated) Branch Exchange – PBX or PABXEnterprise-based telephone systems evolved throughout the 1900’sFrom mechanical -- electromechanical -- electronicFrom analog to digital (proprietary by vendor)From feature-poor to feature-richFrom centralized/monolithic to distributed architecture
8 Today’s Telephone System CopperBackboneCableCopperHorizontalCableCopperStationCableWallJackPhoneWiringClosetCross ConnectsPBX
11 Likely New Architecture – IP Telephony/VoIP Telephone Serveror IP-PBXFiber OpticBackboneCableCopperData GradeHorizontalCable4 PairsCopperStationCableWiringClosetLAN SwitchWallJackCopperStationCableCoreSwitchPC
12 Alternative Solutions IP PBX, IP-ready PBX, IP-enabled PBXPure Voice over IP PlatformsHosted Solutions
13 Call Center Technology Hunt Groups– Early attempts to distribute callsUniform Call DistributionSimple call distribution as an internal PBX featureAutomatic Call Distribution/Call CenterSeparate server providing enhanced call distribution functions, real time call center management, and historical/real time management reporting capabilitiesSupports outgoing and incoming callsCall center agents may be centrally located or distributedIn 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
14 Call Center Technology Contact Center– Integrates telephone, , web chat and other communicationsmethodsInteractive Voice Response (IVR)Integrates telephone system with database applicationsAllows callers to access information and perform transactions without human interventionCheck balancesMake paymentsCheck course availabilityRegister for courses
15 Messaging Systems Voice Mail Automated Attendant Unified Messaging Route callsRespond to frequently asked questions (directions, etc.)Unified MessagingIntegrates , voice mail, faxAllows access to voice mail messages and fax fromPotentially access messages via a telephone.
16 System Features and Capabilities Most commonly used features exist on all systemsHoldTransferForwardingConferencingCall PickupCall WaitingSpeed DialingAuto DialingDistinctive RingingThese features can be configured on any/all phones at no additional cost.
17 Features and Capabilities Recent FeaturesCaller IdentificationCall TraceE9-1-1 NotificationIntuitive DisplayWireless TelephonesWeb-Enabled TelephonesThese features impact the cost of the system