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Department Telephone Representative

General Orientation Session

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Agenda

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• Project Overview• A Look at the VoIP Project Website • Just-In-Time (JIT) Provisioning• Primary Roles of Department Telephone Representatives (DTRs)

o Data Collection & Verificationo Communication & Messaging

• Tentative Phased Building Cutover Schedule• Planned User Training Offerings• Preliminary Data Extract: Review & Update• What’s Next?

• The Voice over Internet Protocol (VoIP) implementation project:

• replaces an outdated, difficult-to-maintain system with

end-of-life equipment and a service contract ending 12/2015

• provides a current generation voice technology system and the foundation for future enhancements

• For the academic and medical center sides including the University Hospital:

• 26,000 existing telephone lines will be migrated

• 20,000 telephones will be replaced

• Existing Siemens VoIP lines and all existing call centers will be migrated.

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Overview

• A comprehensive new telephone system design has been completed and accepted by the project’s steering committee

• The project has a 17-member steering committee

• representatives from both academic and medical areas

• chaired by the CIO

• meets monthly to provide project governance and oversight

• approved the system implementation project on 11/19/13

• A phased building-by-building migration approach is planned,

including individual cutover events, or “flights”

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Overview

Jan 2014 June 2014 Dec 2014 June 2015 Dec 2015

Installation of Core System Collection of 60-day 'Flights'

Implementation Core System Phased Building Phased Siemens ContractProject Begins Acceptance Migration Begins Migration Ends

Ends

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its.virginia.edu/telephone

JIT Provisioning

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GeneralImplementationApproach

Just-In-Time provisioning via DTR data collection/verification of telephone line locations, phone model selection, station design type, employee assignment, etc.

Phased cutovers by building, with building Project Leads (PLs) and 8 cutover teams (5 Academic; 3 Medical). Cutovers will be scheduled and announced in groupings, with more specific timelines to follow.

Cutovers, or “flights”, to begin gradually in June (w/ Medical Center beginning in September), ramping up to 4 cut nights per week, and continuing through September 2015.

Flight schedule pipeline planning for each 60-day flight, with management of multiple concurrent in-progress flights at various stages.

Each flight begins approx 60 business days before cut night, and starts with detailed DTR training and subsequent data collection.

60-Day Flights

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Cutover Process T minus 60 days: Data prep begins

T-51: Data available to DTRs; DTR data collection/verification (per a given building) begins; DTR works with building PL to resolve any issues and address questions (NOTE: We expect some challenges!)

T-17: DTR data completion milestone

T-14: New Polycom telephone placement (per DTR data)

T-7: Communication to Unify (Siemens) and CenturyLink re telephone to be ported; User provisioning data loaded into Loki database

T-0: CenturyLink ports number; UVa activates user in BroadWorks; Unify migrates # in switch; operational testing (test calls, etc.)

T+1: Onsite post-migration support for issues, questions, etc.

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DTRs Role

Data Collection & Verification

Communication to Peers & Colleagues

(department email lists; staff meetings, etc.)

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T-51 Data Collection & Verification

VERIFY… for each telephone number• Siemens/Unify Equipment type

This tells us the line/service type: AnalogDigitalSiemens/Unify VoIP

• PTAO Organization data drives DTR assignmentCorrections to Organization info could result in a different DTR assignment for a particular phone number

• Building and Room location – Accurate building location is critical to E911 reporting!

Drives successful telephone migrationDetailed DTR training and instruction will be provided, including information about the new telephone models, station types, etc.

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T-51 Data Collection & Verification

COLLECT… new information• Named vs Unnamed Extension• First Name, Last Name, Computing ID if appropriate• New Polycom telephone type• BroadWorks “Group”• BroadWorks “Station Type”• Shared Call Line Appearances• Hunt Groups, Pickup Groups, other requirements*****************************• ACD (Automatic Call Distributor)/Call Center Info*****************************• Courtesy/Backup Analog Phones

Detailed DTR training and instruction will be provided, including information about the new telephone models, station types, etc.

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T-51 Data Collection & Verification

VERIFY… for each telephone number• Current Equipment type • PTAO• Building and Room location

COLLECT… new information• Named vs Un-named Extension• FN, LN, Computing ID if appropriate• New Polycom telephone type• BroadWorks ‘Group’• BroadWorks ‘Station Type’• Shared Call Line Appearances• Hunt Groups, Pickup Groups, Other requirements*****************************• ACD/Call Center Info

RECO

RDED

IN C

USTO

M D

ATAB

ASE

APPL

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Sample Communications:Will be refined in flight training package!

MESSAGE #1 A communication (email) to your area that:• introduces you as your group’s DTR, • you’re their liaison with the VoIP project team,• you will help ensure all telephone lines are migrated appropriately, • they will be hearing from you regularly as the project progresses. MESSAGE #2A communication regarding: • the tentative building cutover schedule for your building/department.

• In most cases, this will be an announcement regarding your general migration grouping rather than a specific date, with additional details to follow.

MESSAGE #3 (T-60) A communication: • regarding your building/department’s tentative scheduled cutover week. • to advise departmental users that you’ll be scheduling time to meet individually

• to discuss the details, and • to review the decisions that need to be made regarding individual phone setup.

These are sample messages only. Many more actual messages will be provided by your designated migration Project Lead during 60-day flight.

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Samples Only!(Actual messages to be provided later by

your migraton Project Lead)

MESSAGE #4 (T-17) A communication to:• explain new telephone placement that will occur on T-14, and • make prior arrangements for appropriate office access, etc.

MESSAGE #5 (T-2)A communication to:• remind users about the scheduled cutover night.

MESSAGE #6 (T-0)A communication to: • remind users that tonight is cut night!• explain what to expect, • describe agreed-upon process for addressing priority concerns on T+1.

Other messages TBD:Voicemail setup and activationMigration day particulars

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Tentative Building Cutover Schedule (Academic)

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Carruthers Hall slated to go first per significant number of ITS employees and the location of the VoIP team

Expand to include other buildings that are connected to the Carruthers Hall telephone switch room

Navigate geographically across Grounds; telephone switch to telephone switch; addressing all buildings connected to a given switch before moving to the next.

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Tentative Building Cutover Schedule

________________________________________________________________Group 1 (Tentatively June 23rd – July 24th, 2014)

Building Migration Date

CARRUTHERS HALL (Information Technology Services only) 6/23/14

CARRUTHERS HALL (Remaining Carruthers Hall departments,except for Student Financial Services) 7/8/14

MICHIE NORTH/918 EMMET STREET 7/15/14

MICHIE SOUTH/914 EMMET STREET 7/17/14

DYNAMICS BUILDING/2015 IVY RD (except for Sociology) 7/22/14

BRYANT HALL 7/22/14

SCOTT STADIUM 7/24/14

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Tentative Building Cutover Schedule

________________________________________________________________• See tentative building migration schedule on project website

• Buildings are ‘grouped’ with calendar information to be completed based upon lessons learned from early flights.

• Significant coordination between Academic and Medical Center cutover teams regarding “shared” buildings, etc.

• After initial ramp-up period:

2 cuts per week Academic 2 cuts per week Medical

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Tentative Building Cutover Schedule (Medical)

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MEDICAL CENTER CUTOVER APPROACH:

1 - non-clinical, office/clerical, no direct patient contact (e.g. Stacey Hall)

2 - off Grounds, clinical, lower-volume (e.g. Peter Jefferson Place)

3 - Northridge, Fontaine, indirect patient contact (e.g. CoreLabs)

4 - clinical, West Complex, executive (e.g. Barringer)

5 - clinical, hospital, high patient contact (e.g University Hospital)

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Emergency Phones/Elevator Phones

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Emergency Phones and Elevator Phones • will receive special DTR assignments and migration considerations

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Training Plans

Quick Reference Guide

Video Tutorials

Other

• Distributed with Phone

• Using Your Phone (Polycom VVX410 & VVX500)• Activating and Setting Up Voicemail• Using New Telephone System Portal

• Classroom• Online Reference/PDF docs

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Preliminary Data Review

Review summary data • by organization within building• look for potential data anomalies with organizations and locations

If data anomalies are found• review the detailed data tab/worksheet

EXAMPLE: Your department no longer has telephone lines in Campbell Hall

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Preliminary Data Review

Change tabs/worksheets

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Preliminary Data Review

EXAMPLE: Filter Building Name for Campbell Hall

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Preliminary Data Review Updates

Record changes in a ‘Comments’ Column, in red

Email updated/commented spreadsheet to commsvcs@virginia.edu

Submit CSRs to de-activate lines, if appropriate

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What’s Next

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Preliminary Data Review:• Spreadsheets will be furnished to DTRs

• This is NOT to be used for the final data collection and verification. • This is only to familiarize yourself with the data in the telephone billing system

and to communicate any necessary changes to organization/location fields

First Communication to Departmental Colleagues:• Investigate/Review email distribution list options• Get on staff meeting agenda(s) • Coordinate with other DTRs in your major business unit, if applicable

Clear Delineation of DTR/Org mappings – Project team will take the lead, but we will need your help!• One-to-one DTR/Org assignments• Project team verification that all telephone lines have DTRs (will begin with buildings

slated for June migration)

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What’s Next

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Familiarize yourself and your departmental colleagues with the VoIP project website (its.virginia.edu/telephone)

JIT Provisioning:• Detailed Just-In-Time review and data collection/verification will occur at the

beginning of your scheduled “flight”• There will be approximately 34 business days to complete and record information in

the custom DTR database.• (NOTE: Only DTRs and VoIP project team will have access to modify/update records in

the database, and you may only update the telephone records that are assigned to you)

• A project team building lead will be assigned to each building (very large buildings may have more than 1)

• Building leads will train all DTRs for a given “flight”, including detailed instructions for data collection, as well as the use of the custom database application

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Questions

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You may also use the Contact Us form on VoIP project website (on FAQ page)its.virginia.edu/telephone/faq.html