and Calendar Integration on Blackberry and Treo Handhelds at Georgetown Dan Baker, Enterprise Project Manager Georgetown University CSG Conference, Penn State University 5/12/2005

Blackberry Integration at GU ► Georgetown does not use the Blackberry Enterprise Server (BES). This architecture can only be layered over an existing MS Exchange or IBM Lotus Domino system. ► BES Server Architecture - From the figure below, the BES (1) gets content (4) and calendar content (5) from the enterprise servers, and 'pushes' this data via the internet and wireless network (3) to the mobile devices (2).

Blackberry Integration at GU ► Georgetown uses the Blackberry Internet Service (formerly called the Blackberry Web Client). ► BIS Architecture - Incoming messages are forwarded from the GU Mail server (44) to a Blackberry provider (11), and the provider 'pushes' this content via the internet and wireless network (3) to the handheld. ► Calendar appointments, contacts, tasks, and memos are stored on the enterprise Oracle Calendar (55) and synchronized at the Windows OS desktop by using MS Outlook and the Oracle Connector for Outlook software.

Blackberry Integration at GU Architecture Transition from the BES to the BIS ► The BES server (1) moves outside the enterprise, and is hosted by the Blackberry wireless provider (who leases back the hosting service from RIM). ► The calendar server stays inside the enterprise, but the wireless push is no longer available, and calendar Syncing must be done at the desktop.

Blackberry Integration at GU ► Blackberry Internet Service - Lessons Learned from Enterprise Deployment Tips for ► BIS Account Ownership and Management ► Quota Management ► Training and Support Model ► Shortcomings of the BIS ► Choosing a Blackberry Provider

Blackberry Integration at GU Tips for BIS Account Ownership and Management ► The BIS web client tool has a poorly designed and unfriendly interface ► The web client tool does not have good documentation. Hosted by RIM, not provider. ► Must use Internet Explorer to access the web client web client web client ► User seldom needs to access and use the web client ► Use the web client to send a new Service Book - will solve 80% of the problems with , important for deployment, support, and training ► SPAM Filtering Tools are not adaptive

Blackberry Integration at GU Tips for Quota Management ► 10Mb Limit, may not be adequate ► T-Mobile currently offers higher quota (up to 100Mb) at no additional cost ► Server-side Auto Aging Rules available, 3 days recommended, 1 day minimum ► Wireless Reconcile feature enables handheld to delete messages from server ► Wireless Reconcile feature enables handheld to delete messages from server ► Essential to configure account and train user to wireless reconcile ► Feature does not always work, have had problems with Cingular & Verizon

Blackberry Integration at GU Tips for Training and Support Model ► Georgetown uses a Self-Help model ► Requires extensive documentation extensive documentationextensive documentation ► Requires extensive up-front user training, normally one hour ► New technology with few knowledge resources ► GU has “train the trainer” sessions with IT staff ► Considering the use of training videos ► Blackberry adoption and use is expanding rapidly, formerly senior execs, now high/mid managers and all levels of IT staff

Blackberry Integration at GU Shortcomings of the Blackberry Internet Service ► No IMAP folder synchronization ► No IMAP folder access ► Must CC/BCC self to get a copy of SENT messages from handheld ► No calendar push capability, must Sync at desktop ► No access to enterprise LDAP directory services ► JAVA based browser limits capability to view JAVA web pages ► Training and documentation offered by Blackberry providers is scattered and scarce ► When Oracle applies upgrades to their server and client software, we rely on the Jesuits to pray that everything will continue to work normally ► Despite obstacles, high adoption and loyalty = “crackberries”

Blackberry Integration at GU Tips for Choosing a Blackberry Provider ► Our rankings (factors = price, int’l+us coverage, billing service, phone support service, features) 1. T-Mobile 2. Cingular 3. Nextel 4. Verizon 5. Semi-factored = Sprint 6. 3 rd Party providers

Blackberry Integration at GU Blackberry Providers - T-Mobile ► National plus international coverage ► Least expensive pricing and service plans ► $60/month for unlimited data and 600 voice minutes ► Very good customer support ► Good billing support ► Can get larger quota up to 100Mb at no extra cost ► Can roam internationally without voice plan ► Devices offered with promotional discounts, 7730 is free! 7730 ► Recommended as GU preferred provider ► Reconsider? No data at PSU - Wireless coverage in the US may not be available in ‘rural’ areas ► Where are the most frequent domestic and travel destinations for the user?

Blackberry Integration at GU Blackberry Providers - Cingular ► National plus international coverage ► Slightly higher pricing plans ► $75/month for unlimited data and 500 voice minutes ► Fair customer support ► Poor billing support ► Cannot get larger quota ► Cannot roam internationally without voice plan ► Devices offered with promotional discounts ► Across-the-board services to customer have declined since merger (GU was formerly an ATT customer)

Blackberry Integration at GU Blackberry Providers - Nextel ► National coverage only ► Moderate pricing plans ► $75/month for unlimited data and 600 voice minutes ► Good billing support ► Fair customer support ► Nationwide direct connect walkie-talkie features ► Devices also has GPRS capability ► Nextel handheld devices tend to have poor battery life, less than 48 hours ► Devices are slightly larger with an antenna on top ► Preferred provider for US government, meets Federal security requirements

Blackberry Integration at GU Blackberry Providers - Verizon ► National coverage only ► Expensive pricing plans, but prices are dropping ► $80/month for unlimited data and 450 voice minutes ► Fair billing support ► Poor customer support ► Best wireless coverage and penetration the US ► No browser service or features available with the Blackberry Web Client ► No promotional discounts

Blackberry Integration at GU Blackberry Providers – Sprint and Others ► Sprint  National coverage only  Moderate pricing plans  Focus on Treo not Blackberry ► EarthLink and Other 3rd Party Providers  Offer promotions and pricing advantages over services  Bad customer service and billing service  3 hour wait time for phone support

Treo Integration at GU Treo 600 and Treo 650 ► Treo 600  IMAP/SSL Palm client promised in VersaMail 2.5  push promised but not delivered  3 rd party SnapperMail failed  Calendar desktop sync with Oracle OK ► Treo 650  IMAP/SSL Palm client promised in VersaMail 2.7  push delivered, but headers only  Can “get” full content after headers are pushed  Calendar desktop sync with Oracle OK  3 rd Party SnapperMail2 has +recommendations

Device Convergence What more do you want? ► Blackberry = + calendar + browser + phone + PIM ► Treo = + calendar + browser + phone + PIM + document storage + document editor + camera + 3 rd party apps Emerging Technologies ► 3 rd party vendor may offer calendar ‘push’ services soon ► Microsoft has a new messaging server, promising to deliver the same services as RIM ( +IM) to Pocket PCs, cell phones, and compatible handhelds, expected release is Summer 2005 ► Palm promises to release a Palm OS based client software for RIM technology ► GSM/GPRS->EVDO 3G technology promises higher bandwidth to the mobile user ► Some newer Pocket PC devices now have GPRS/802.11b “network hopping” capability ► Classroom projectors have wireless G capability, can be operated by any wireless PC/Mac with authentication. Need minimum 54Mbps wireless network speed/connectivity for smooth audio/video.