1. Planning for CCSAS: IT Infrastructure October 4, 2006

2. Planning for CCSAS: IT Infrastructure 2 Agenda Topics Hardware Software  101 – the basics  Lessons learned Enterprise Customer Service Solution  Integration requirements  T1 vs. Dial-up integration

3. October 4, 2006Planning for CCSAS: IT Infrastructure 3 Hardware Software 101 County Options – are you a 1, 2 or 3? Hardware Software Discipline lifecycle  Cabling - installation vs. validation  LAN installation Switches and/or servers  Hardware installation CCSAS “LCSA specific image” creation Device deployment planning

4. October 4, 2006Planning for CCSAS: IT Infrastructure 4 County Options County Option defines BP network support  Option 1: BP manages and administers LAN and e-mail; LCSA part of state network  Option 2: BP manages LAN, LAN part of County WAN; LCSA responsible for email and network administration  Option 3: LCSA’s existing infrastructure untouched Regardless of option  BP responsible for break fix support for CCSAS PCs, laptops and printers  CCSAS WAN connectivity through State DTS

5. October 4, 2006Planning for CCSAS: IT Infrastructure 5 Key Hardware/Software Activities OptionCable Validation Cable Installation Switch Installation Server Installation PC/Printer Installation 1 √√√√ 2 √√√ 3 √√

6. October 4, 2006Planning for CCSAS: IT Infrastructure 6 LCSA Custom image Custom image applies to Options 2 & 3 Process by which LCSA can customize their CCSAS PC  CCSAS base PC installed with standard, general productivity tools – i.e. Microsoft Office, Anti-Virus  LCSA may install licensed software products common to all LCSA staff  Minimizes post installation LCSA customization

7. October 4, 2006Planning for CCSAS: IT Infrastructure 7 Lessons Learned Cable validation/installation LAN installation Hardware deployment LCSA custom image

8. October 4, 2006Planning for CCSAS: IT Infrastructure 8 Lessons Learned: Cabling Option 3 Cable Verification  Validates cabling meets certification requirements for Category 5, 5e, or 6 cables Test conducted where a CCSAS device is planned to be installed  Interrupts staff for 5 minutes per station  To ease BP access, LCSA should remove obstructions around desk  Common errors detected: Crossed pairs, open pairs, cross talk Signal loss  LCSA should confirm whether cabling is still under warranty

9. October 4, 2006Planning for CCSAS: IT Infrastructure 9 Lessons Learned: Cabling Option 1 & 2 Cable Installation  BP to install cables based on total CCSAS devices  To ease BP access, LCSA should remove obstructions around desk Common errors detected  Furniture and office configurations best to complete prior to cable installation  BP will replace station cables Often these cables have been in bad shape  New cable runs may require surface mounted conduit  Existing network room shared with other organizations Access is not secure Cabling between switches and routers not well maintained BP

10. October 4, 2006Planning for CCSAS: IT Infrastructure 10 Lessons Learned: LAN installation Transition LAN equipment (switches and server) incrementally to support current operations under CASES  Install cabling  Install network switch(es) and server Test includes LCSA, BP, DTS, and Informatix  Cross connect current switch to CCSAS switch Maintain LCSA network domain and JetForms servers Test to confirm connectivity within LCSA and to CASES Option 2 LCSAs need to identify the number of additional devices that will be added to new switch  Existing servers, printers, and PCs

11. October 4, 2006Planning for CCSAS: IT Infrastructure 11 Lessons Learned: Hardware Deployment Prior to BP installation team’s arrival, LCSA should plan for:  Box and Styrofoam waste removal  PC and monitor disposition The most time consuming activity is the LCSA’s PC configuration once the PC is installed by the BP.  LCSA staffing is key to the deployment phase  BP mitigates some of this by staging PCs while deployment occurs  LCSA should migrate “My Favorites” folder prior to deployment If LCSA currently runs Windows 2000, use of Windows XP may affect software applications

12. October 4, 2006Planning for CCSAS: IT Infrastructure 12 Lessons Learned: LCSA custom image LCSA must test PC with standard user account, not administrator account due to permissions  Access to applications will download components the first time on the PC SDU downloads ActiveX for check viewing COSTARS associates PDFs to Adobe  Permissions issues CASES Rumba access Legacy access Internet security options for COSTARS slip sheets

13. October 4, 2006Planning for CCSAS: IT Infrastructure 13 Hardware Software Questions?

14. October 4, 2006Planning for CCSAS: IT Infrastructure 14 Enterprise Customer Service Solution Single, statewide toll-free number Automated IVR with real time CSE access for self- service Central call routing engine that will transfer IV-D calls to LCSA call handlers  Call routing based on “skill” groups  “Screen pop” of appropriate CSE application screen loaded with information about caller

15. October 4, 2006Planning for CCSAS: IT Infrastructure 15 Enterprise Customer Service Solution PSTN eBHC PBXIVR LCSA Attached Data Routing Engine Statewide Toll Free Number CCSAS V2 Voice

16. October 4, 2006Planning for CCSAS: IT Infrastructure 16 ECSS Integration Two transfer methods to LCSAs:  Dial-up – uses public telephone network  T1 – uses dedicated trunk lines How was the choice made?  Two key factors: Call volume PBX vs. Centrex at the LCSA

17. October 4, 2006Planning for CCSAS: IT Infrastructure 17 ECSS Integration Requirements Dial Up  ECSS requires Direct Inward Dial (DID) to agent hard phone Point to Point T1  T1 card capacity and availability  National ISDN plan – 10 digit routing  Either DID or extension to agent hard phone

18. October 4, 2006Planning for CCSAS: IT Infrastructure 18 LCSA Impacts from ECSS Voice Mail  ECSS cannot transfer to voice mail  ECSS targets “agent” within 4 rings Pulls back call if unanswered Voicemail on agent line cannot pickup LCSAs should expect to retire toll-free access to LCSA ECSS does not support alpha-based routing

19. October 4, 2006Planning for CCSAS: IT Infrastructure 19 Enterprise Customer Service Solution Questions?