1. University of Baltimore Telecommunications Technology
Overview
February 17, 2006

2. Discussion Items Project Description Project Tasks and Phases
Technology Overview
Q&A

3. The procurement of a new state-of-the art campus telephone system
Project Description
The procurement of a new state-of-the art campus telephone system

4. Project Tasks and Phases
Needs Assessment
Technology Overview
Meetings with Departments/User Groups
Physical Inspections and Site Surveys
Systems and services is use
Cable infrastructure
Physical infrastructure – space, power, etc.
Benchmarking Analysis
What are other universities doing?

5. Project Tasks and Phases
Procurement and Installation
Development of Specifications
Preparation of Request for Proposals
Evaluation of Proposals
Vendor Selection
Contract Negotiation
Installation

6. History of Telephone Systems
Manual Systems
Connections made by Operator at Telephone Company
Magneto dial-less telephones
Dial Systems
1st Placed in service 1896
The “Strowger” system
Rotary dial telephones

7. History of Telephone Systems
Private (Automated) Branch Exchange – PBX or PABX
Enterprise-based telephone systems evolved throughout the 1900’s
From mechanical -- electromechanical -- electronic
From analog to digital (proprietary by vendor)
From feature-poor to feature-rich
From centralized/monolithic to distributed architecture

8. Today’s Telephone System
Copper
Backbone
Cable
Copper
Horizontal
Cable
Copper
Station
Cable
Wall
Jack
Phone
Wiring
Closet
Cross Connects
PBX

9. Today’s Data Network Fiber Optic Backbone Cable Copper Horizontal
Station
Cable
Wiring
Closet
LAN Switch
Wall
Jack PC
Core
Switch

10. Today’s Services Fiber Optic Backbone Cable Wiring Closet LAN SwitchPC
Core Switch
Wall
Jack
Copper
Backbone
Cable
Phone
Wiring
Closet
Cross-Connects
PBX

11. Likely New Architecture – IP Telephony/VoIP
Telephone Server
or IP-PBX
Fiber Optic
Backbone
Cable
Copper
Data Grade
Horizontal
Cable
4 Pairs
Copper
Station
Cable
Wiring
Closet
LAN Switch
Wall
Jack
Copper
Station
Cable
Core
Switch PC

12. Alternative Solutions
IP PBX, IP-ready PBX, IP-enabled PBX
Pure Voice over IP Platforms
Hosted Solutions

13. Call Center Technology
Hunt Groups
– Early attempts to distribute calls
Uniform Call Distribution
Simple call distribution as an internal PBX feature
Automatic Call Distribution/Call Center
Separate server providing enhanced call distribution functions, real time call center management, and historical/real time management reporting capabilities
Supports outgoing and incoming calls
Call center agents may be centrally located or distributed
In IP environment, call center agents may literally be anywhere where an Internet connection can be made (main office, remote office, home, etc.)
Typically used in financial aid, class registration, other high volume areas

14. Call Center Technology
Contact Center
– Integrates telephone, , web chat and other communications
methods
Interactive Voice Response (IVR)
Integrates telephone system with database applications
Allows callers to access information and perform transactions without human intervention
Check balances
Make payments
Check course availability
Register for courses

15. Messaging Systems Voice Mail Automated Attendant Unified Messaging
Route calls
Respond to frequently asked questions (directions, etc.)
Unified Messaging
Integrates , voice mail, fax
Allows access to voice mail messages and fax from
Potentially access messages via a telephone.

16. System Features and Capabilities
Most commonly used features exist on all systems
Hold
Transfer
Forwarding
Conferencing
Call Pickup
Call Waiting
Speed Dialing
Auto Dialing
Distinctive Ringing
These features can be configured on any/all phones at no additional cost.

17. Features and Capabilities
Recent Features
Caller Identification
Call Trace
E9-1-1 Notification
Intuitive Display
Wireless Telephones
Web-Enabled Telephones
These features impact the cost of the system

18. Q&A