1. ISC NETWORKING AND TELECOMMUNICATION SERVICES DAWN C. AUGUSTINO DAWN@ISC.UPENN.EDU MARCH 2011 ISC Networking and Telecommunications 1 MARCH 2011

2. ISC offers Cost Effective Services Including: Video Conferencing at PENN Custom Research Networks at PENN (Internet2 ION) Call Center Services Telephone Audits Penns VoIP Replacement for Traditional Phone ISC Networking and Telecommunications Service News 2

3. Video Conferencing at PENN ISC offers a videoconferencing facility for interactive video events; located at 3401Walnut Street For classes, meetings and events Green screen technology (virtual backdrops), computer presentations, video and audio recording Tools include one-to-one, one-to-group, group-to- group collaborations $12/connecting site/per hour Standard Definition $24/connecting site/per hour for High Definition 3

4. Research Networks at PENN ISC offers custom research networks ISC will create custom network solutions to support Research. Connections are offered to National/International research facilities using PENNs Internet2 ION (Interoperable On Demand) service Rutgers University, Australia, Manchester U.K. Princeton, New York, Michigan Contact ISC for additional information http://www.upenn.edu/computing/isc/networking/or derforms.html, Select PennNet http://www.upenn.edu/computing/isc/networking/or derforms.html 4

5. ISCs Call Center consolidates telephone calls, e-mail, chat, and fax requests into one fully integrated communications service offering : Caller self-service for frequently asked questions such as mailing address, deadlines, or directions to an event Communications based on time of day and/or day of week (e.g., after 5:00 PM, calls are sent to another number) Menus to direct calls based on type of request Special announcements for University holidays Capability to record conversations Music on hold, customer call back services 5 Call Center Services at PENN

6. 6 700,000 CALLS ANNUALLY AND GROWING! Customers Include The Dental School The Veterinary Hospital Student Health Services Student Registration and Financial Services Undergraduate Admissions Wharton MBA Facilities Annenberg Ticket Office Athletics Ticket Office http://www.upenn.edu/computing/voice/

7. 7 Telephone Audits at PENN We Can Save You Money Cumulative FY11 Projected Customer Voice Savings, $850K

8. 8 Audits should potentially result in reducing the number of telephone lines and voice mail boxes currently in use Departments may use the review to identify lines for disconnect Cannot locate a phone line? – ISC will Help! Lines may be suspended for 2 weeks; disallowing telephone calls – then disconnected To Get Started - Go To http://www.upenn.edu/computing/isc/networking/orderforms.html select Voice – Telephone Audit http://www.upenn.edu/computing/isc/networking/orderforms.html Telephone Audits at PENN

9. Penns VoIP Replacement for Traditional Phone (PennNet Phone) 9 Focusing on high call volume customers for 50% usage discount Providing free telephone wiring/conversions through FY12 Reviewing unused telephone lines and disconnecting Monthly Training Sessions offered; register at http://knowledgelink.upenn.edu/ http://knowledgelink.upenn.edu/ More information available at http://www.upenn.edu/computing/voice/ http://www.upenn.edu/computing/voice/

10. Penns VoIP Replacement for Traditional Phone (PennNet Phone) 10 Multi-line Telephone Services - Capability to place a call on hold and pick-up from another set We will return service to existing customers 4Q/FY11 Departmental conversions will resume 4Q/FY11 Floor-by-floor Building-by-building

11. ISC Networking and Telecommunications 11