1. Integrated Information Management - The Fruits of Convergence Brenda Helminen, Director Dan deBeaubien, Sr Telecommunications Engineer Telecommunication Engineering Michigan Technological University ACUTA Winter 1999 Seminars

2. ACUTA Winter Seminar 1999 Outline  Introducing Michigan Tech  Telecommunications at Michigan Tech u Organization u Service Offerings  Automated Workflow Infrastructure  Examples  Conclusion

3. ACUTA Winter Seminar 1999 Michigan Tech Facts  Public University  Total Enrollment: 6,302  Graduate Enrollment: 628  Carnegie Foundation Doctoral II status  400 Faculty, 1000 staff  Ranked programs in Environmental, Mechanical, and Metallurgical Engineering

4. ACUTA Winter Seminar 1999 Where the heck is Michigan Tech?  U.P. of Michigan  Lots and lots of snow  Far from everywhere

5. ACUTA Winter Seminar 1999 MTU Telcom Organization Engineering StaffCustomer Service Staff Director Vice Provost for IT

6. ACUTA Winter Seminar 1999 MTU Telcom Infrastructure  Data Network  Centrex Telephone Network  PBX Telephone Network  CATV Broadband Network  Wideband Network for EDS, video distribution  Remote sites (ISDN, Wireless)  Satellite Earth Station  Radio Facilities

7. ACUTA Winter Seminar 1999 MTU Telcom Services  Network connections, including ResNet  Telephone equipment lease  Telephone lines (Centrex, PBX)  Toll and local calling  Pagers  Cellular phones

8. ACUTA Winter Seminar 1999 MTU Telcom Services (continued)  Dial-in modem connections  Voicemail  Equipment sales (NIC cards, cables, hubs)  Computer maintenance

9. ACUTA Winter Seminar 1999 MTU Telcom FUNDING  Supplies and Services funded through fees  Salaries (majority) centrally-funded  Salaries (customer service representatives and technicians) funded through service fees  Regardless of funding source, positions are managed at the University level

10. ACUTA Winter Seminar 1999 Automated Workflow Concept Automated workflow is the ability to directly modify subscriber information, service characteristics and device settings from a workorder-driven telemanagement system.

11. ACUTA Winter Seminar 1999  (mostly) Centralized data  Open Systems  Standard Protocols u SNMP u LDAP u SQL u ODBC*  Provides feedback Automated Workflow Pieces

12. ACUTA Winter Seminar 1999 Automated Workflow Feedback  Bad data causes non-functional equipment  Guarantees consistency across system records  Forces work-order- driven changes  Cross reference between facilities documentation and billing records

13. ACUTA Winter Seminar 1999 Automated Workflow Benefits  Reduction in technician labor  Reduction in redundant (possibly inconsistent) data  (much) Reduction in work order completion time  Increase in data accuracy  Increase in data accessibility  (mostly) Eliminates the ability for ‘short cuts’

14. ACUTA Winter Seminar 1999 Automated Workflow Examples

15. ACUTA Winter Seminar 1999 MTU Kiosk  Distribute access passwords  Verify directory information  Data from the LDAP server  Simple Visual Basic app.  Microsoft PowerPoint front end  Maintenance free*

16. ACUTA Winter Seminar 1999 MTU Kiosk Dataflow

17. ACUTA Winter Seminar 1999 MTU SNMP Gateway - ResNet  1100 dorm rooms - approx. 2000 connections  85-90% requests received within the first two weeks of fall term  All are 10Mbps Ethernet  Telcom provides cables, hubs, and NIC cards

18. ACUTA Winter Seminar 1999 MTU SNMP TMS MAC Form

19. ACUTA Winter Seminar 1999 MTU SNMP TMS Assigned Inventory

20. ACUTA Winter Seminar 1999 MTU SNMP TMS Billing Record

21. ACUTA Winter Seminar 1999 MTU SNMP TMS Path Detail ( pre-close)

22. ACUTA Winter Seminar 1999 MTU SNMP TMS ResNet Asset

23. ACUTA Winter Seminar 1999 MTU SNMP TMS Final Path Detail

24. ACUTA Winter Seminar 1999 MTU SNMP TMS Assigned Subscribers

25. ACUTA Winter Seminar 1999 MTU SNMP TMS Path Report

26. ACUTA Winter Seminar 1999 MTU SNMP Process Description  All information about connection contained within telemanagement system’s subscriber, facilities, asset and inventory modules  Jobs run every 10 minutes to check for work order closures or device resets  Delinquent accounts have service suspended automatically*  Technicians rarely needed (jacks are pre- connected)  Supports any SNMP-compliant device

27. ACUTA Winter Seminar 1999 MTU SNMP Process Results  Automated process has handled the “beginning of year rush” for the last 2 years  Average time-to-service reduced from two weeks to minutes  DNS/DHCP configuration is automated  Security level raised significantly  Customer service staff can reset ports  (again) Service data records MUST be correct!!!

28. ACUTA Winter Seminar 1999 Media Access Points - MAP Project  Address several issues u Customer confusion u Horizontal cable management u Service location management u 911 u IP Telephony u Accurate campus jack inventory

29. ACUTA Winter Seminar 1999 Project MAP Scope  Project scope limited to horizontal cabling  Documents u service location u #jacks u jack/wire type u termination block  Data designed to drop into telemanagement system

30. ACUTA Winter Seminar 1999 Project MAP Specifics  Database “connects” block positions with specific jacks  Manages well defined list of buildings, closets, floors and rooms  Emphasis placed on high level of database referential integrity

31. ACUTA Winter Seminar 1999 Project MAP Outputs  Jack labels  Block tags  Maps  Web apps

32. ACUTA Winter Seminar 1999 Project MAP Progress  Project started mid May ‘99  To date u 17 of 80 buildings* u Total of 84 floors u 130 Telcom closets u 4136 jack locations u 16,500 individual jacks u 44,575 pairs of wire u 1786 cross connect blocks

33. ACUTA Winter Seminar 1999 Project MAP Resources  3-5 Students (mostly MET’s) totaling 40-60 hours/wk (950 work hours)  Very fast PC  RNPC*  Bob

34. ACUTA Winter Seminar 1999 Automated Workflow Next Steps  Visual work request web form  Full asset and inventory integration  Deal with Point Of Sales functionality  Streamline work notification and completion process (workorder routing)  Visual service information web forms

35. ACUTA Winter Seminar 1999 Other Automated Projects  Automated Directory IVR  PBX Directory  PH/Finger Servers  Class Rosters  Grades by Phone  E911 CAD system

36. ACUTA Winter Seminar 1999 Questions? For more info contact: dan@mtu.edu presentation available at: www.tc.mtu.edu/telcom/acuta99/index.htm