1. Unified Communications

2. What is Unified Communications?

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

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

5. 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)

6. 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
Voic -to- is administratively enabled for all voic subscribers, and requires a valid Active Directory (SSO) account
Voic goes to the original number called, not to downstream numbers if the phone is forwarded

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

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

9. 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 voic )
On-site for cutover and next day support

10. 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.

11. 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

12. 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.

13. 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
Voic 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.

14. 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 Voic )
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.

15. User Communication Process
When
Communication Topic
Now
Introduce the project to your departmental users
T-14
Migration date confirmation + user guides + voic setup instructions
T-7
Phones will be pre-staged + reminder about user guides + voic 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.

16. 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.

17. Next Steps Finalize departmental contacts.
Project Lead will provide Departmental Contact with “introductory” 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.

18. Questions?