Unified Communications

What is Unified Communications?

This phase… is all about the phones! In Scope: Phones Voicemail Auto-Attendant menus Call Centers Call Recording Fax Lines (separate project) Out of Scope: Elevator lines Emergency phones Alarm and modem lines

Standard Phone Models Public Area 7811 Employee 8851 Wi-Fi 8821 Conference Room 8831

Phone Enhancements No more “9” to reach outside phone numbers No more long-distance authorization codes! (Departments will still monitor and pay for usage) Caller ID enhancements: Inbound external caller ID “name” is now available Single number reach and other mobility features (Configure in the Web portal) Dynamic 911 location services for desk phones (not available for Wi-Fi or software-based phones)

Things to Know Departmental Group Caller ID is not masked internally within the University 5- and 7-digit dialing takes a few extra seconds for the system to process Multi-party conferencing supports up to 8 participants Voicemail-to-email is administratively enabled for all voicemail subscribers, and requires a valid Active Directory (SSO) account Voicemail goes to the original number called, not to downstream numbers if the phone is forwarded

Cisco Jabber It is… Unified Communications! “Soft” IP Phone Visual Voicemail Ad-hoc Collaboration Mobility Outlook Integration and more to come…

Phone Transition Approach Discovery Site and System Prep Work GO LIVE Support Communications Education Lessons Learned Carrier Phone # Port Process Continuous Improvement

Project Responsibility Matrix High-Level Responsibilities: Project Lead Dept. Contact Dept. IT Pro End Users Keep departmental contact(s) informed or project progress X Keep departmental end-users and stakeholders informed Confirm all phone service details for the migration Coordinate phone placement and cutover logistics Coordinate AD account, cabling, and port activation requests Review user training material (+ end-users setup voicemail) On-site for cutover and next day support

Departmental Contacts General Expectations: Make sure your department knows that you are the point-of-contact for the project. Keep the department informed by sending status updates to affected users. Go on walk-throughs with the project team to confirm that all affected phones, phone lines, and specialty applications (e.g. auto-attendants, call centers, etc.) are identified. Work with the project team to confirm all service configuration details for the department. Coordinate with the project team on scheduling and logistics for phone placement, cutover, next day support and desired training. Be on-site with the project team for the actual cutover; to provide access to locked areas and to answer questions that may arise. Be on-site with the project team for next day support; to liaison with the users and to answer questions that may arise.

Project Milestones Now: Kick-off meeting T-50: Phone Service Details Sign-Off T-45: Submit request to CenturyLink T-45 to T-14: Site and system prep T-14: Call Center validation and sign-off T-14: Start end-user education T-7: Pre-stage and place phones T-0: Go-Live Date T+1: On-site next day support T+2: Transition support to operations T+14: Follow-up survey

Project Schedule Flight Description Division of IT Project Lead Phone Service Details Sign-Off Date Anticipated Go-Live Date Dalton and Nano Building Sean Zimmerman June 13, 2018 August 02, 2018 Cutovers typically occur on Tuesday evenings from 5:00 p.m. to 8:00 p.m. Please let your Project Lead know, before the sign-off date, if this is an issue for any reason.

Discovery Process (phones) Confirm phone numbers to move Identify areas that may need cabling installed Confirm phone service details, by T-50 Phone-to-User Mapping Outbound Group Caller ID Phone Model Accessory Needs Phone Location - Wall Mount Brackets Voicemail Y/N - Phone Expansion Modules or Mics Multiple Line Appearances - Headsets (verify compatibility) Long Distance Settings Y/N + Intl? White Glove Treatment? Note: Any changes requested after the sign-off date, will incur standard provisioning fees.

Discovery Process (call centers) Contact Center Lead: Connie (Constance) Stickney Confirm auto-attendant (call tree) and call center service details, by T-65 Pilot Phone Number(s) Call Recording (Y/N) Call Routes (including Voicemail) Call Center Agents Greeting Scripts Call Center Supervisors Greeting Voice Talent Headsets (verify compatibility) Dashboards and Reports Business Continuity Plans Note: Any changes requested after the sign-off date, will incur standard provisioning fees.

User Communication Process When Communication Topic Now Introduce the project to your departmental users T-14 Migration date confirmation + user guides + voicemail setup instructions T-7 Phones will be pre-staged + reminder about user guides + voicemail setup T-1/0 Final reminder about the phone migration T+2 Transition support from project team to normal operations T+14 Follow up survey Call Center agents/supervisors will receive hands-on training. An informational “show-and-tell” session can be arranged for other departmental users, if desired – please coordinate with the Project Lead. All users will also have self-service access to user guides and training videos.

Placement/Transition Process Existing VoIP (Polycom) Phones: Phones will be unboxed and left next to the existing phone, but will not be plugged in. T-0: After the phone company moves the phone numbers, the project team will swap cables with the current VoIP phone. The project team will confirm the phones are online, and will perform sample testing. The project team will be on-site for next day support. Non-VoIP (typically beige) Phones: Phones will be unboxed and connected to the network (and any computer sharing the connection) prior to the actual cutover. The project team will confirm the phones are online, although the phone will not be able to receive inbound calls during the pre- staging process. T-0: After the phone company moves the phone numbers, the project team will perform sample testing. The project team will be on-site for next day support. In many cases, wall-mounted phones may not be placed until the actual cutover.

Next Steps Finalize departmental contacts. Project Lead will provide Departmental Contact with “introductory” email to send to departmental end-users. Project Lead will send Departmental Contact their phone inventory spreadsheet to begin reviewing. Project Lead will schedule walk-throughs with departmental contact(s) to help answer questions and confirm service details.

Questions?