In the TrenchesIn the TrenchesVOIP@DartmouthVOIP@DartmouthPeter Kiewit Computing CenterPeter Kiewit Computing Center

Dartmouth at a GlanceDartmouth at a Glance

Campus is roughly 1 mile squareCampus is roughly 1 mile square Geographically RuralGeographically Rural Around 7000 extensionsAround 7000 extensions

50% faculty/staff, 50% residential50% faculty/staff, 50% residential

Around 120 buildingsAround 120 buildings

Where we were-Where we were-Voice Environment-2003Voice Environment-2003

Ericsson MD 110 PBXEricsson MD 110 PBX 1500 digital phones1500 digital phones 4500 analog extensions4500 analog extensions

Distributed Architecture-LIMs(line Distributed Architecture-LIMs(line interface modules)interface modules) Main switchroom(35% of active extensions)Main switchroom(35% of active extensions) 34 LIM distributed among 5 locations34 LIM distributed among 5 locations

Where we are-Where we are-Dual System EnvironmentDual System Environment

Cisco (Call Mgrs) solution integrated with Cisco (Call Mgrs) solution integrated with Legacy PBX(MD110)Legacy PBX(MD110)

Faculty/Staff 100% VOIP-3100 Faculty/Staff 100% VOIP-3100 extensionsextensions

Resident Students(all analog) on legacy Resident Students(all analog) on legacy PBX-3700 extensionsPBX-3700 extensions

Emergency services(analog) on Legacy Emergency services(analog) on Legacy PBX-around 500 extensions. PBX-around 500 extensions.

Where we are goingWhere we are going100% VOIP Summer 2005100% VOIP Summer 2005

Faculty/Staff on full featured VOIP Faculty/Staff on full featured VOIP phonesphones

Residents on Analog over VOIP Residents on Analog over VOIP GatewaysGateways

All greenfield installations on full featured All greenfield installations on full featured VOIP phones, faculty/staff or residentialVOIP phones, faculty/staff or residential

How We Got HereHow We Got Here

Legacy PBX presented problemsLegacy PBX presented problems Costly upgrade/forklift on the horizonCostly upgrade/forklift on the horizon

Upgrade path expensive with move to licensed price plan.Upgrade path expensive with move to licensed price plan.

Vendor essentially pulled out of North American Vendor essentially pulled out of North American market, support difficultmarket, support difficult

Telephony use at time of decision relatively Telephony use at time of decision relatively pedestrian(mostly analog)pedestrian(mostly analog)

VM system no longer supportedVM system no longer supported Revenue generation no longer a realityRevenue generation no longer a reality

How We Got HereHow We Got Herecontinuedcontinued

Budget Realities made convergence of Budget Realities made convergence of Voice/Video/Data operations attractiveVoice/Video/Data operations attractive Cost to support separate operations for Cost to support separate operations for

Voice, Video and Data network highVoice, Video and Data network high Newly Upgraded network made Newly Upgraded network made

convergence possibleconvergence possible Aggressive Campus growth in 5 year plan Aggressive Campus growth in 5 year plan

placed pressure on a “long term” directionplaced pressure on a “long term” direction

Business CaseBusiness Case

Upgrade/Replacement of existing System Upgrade/Replacement of existing System to cost close to 2 million(pbx, copper to cost close to 2 million(pbx, copper plant and Voicemail system)plant and Voicemail system)

Greenfield installation costs began at Greenfield installation costs began at $50,000 for remote lim + voice $50,000 for remote lim + voice infrastructureinfrastructure

Total Cost for Dartmouth VOIP Total Cost for Dartmouth VOIP installation 1.4 million, system can installation 1.4 million, system can support 20,000 extensions. support 20,000 extensions.

Business CaseBusiness CaseContinuedContinued

Convergence of Voice/Video/Data Convergence of Voice/Video/Data operations saved $400,000 annuallyoperations saved $400,000 annually Telecom, Network Services, CATV staffing in Telecom, Network Services, CATV staffing in

2003- 23 positions, Compensation $1,400,0002003- 23 positions, Compensation $1,400,000 Converged Network Services Current Staffing- Converged Network Services Current Staffing-

12, compensation $970,00012, compensation $970,000

ROI on headcount savings alone is 4 ROI on headcount savings alone is 4 years!!!years!!!

Conditions for SuccessConditions for Success

Dartmouth Telephony/Network effort highly Dartmouth Telephony/Network effort highly centralizedcentralized

Legacy Telephony deployment not feature Legacy Telephony deployment not feature intensiveintensive

Most users did not understand how to use Most users did not understand how to use the old Telephone and Voicemail system.the old Telephone and Voicemail system.

Old system cost prohibitive for departments Old system cost prohibitive for departments to take advantage of better servicesto take advantage of better services

Common Objections we Common Objections we were prepared forwere prepared for

VOIP does not have the features of a VOIP does not have the features of a PBXPBX

VOIP is not as reliableVOIP is not as reliable My phone always worked when the My phone always worked when the

power went outpower went out You did not give us enough time to You did not give us enough time to

prepareprepare

Objections we were Objections we were not prepared fornot prepared for

Can’t separate the “IP” in VOIP from the Can’t separate the “IP” in VOIP from the Internet, confusion led to concerns over Internet, confusion led to concerns over privacy,spam and reliability.privacy,spam and reliability.

Users could be passionate about their Users could be passionate about their phones, especially cordlessphones, especially cordless

VoIP Reality at VoIP Reality at Dartmouth Dartmouth Convergence and IntegrationConvergence and Integration

Legacy forms and features preservedLegacy forms and features preserved Just like the old system if you preferJust like the old system if you prefer

Devices - telephones, laptops, hand-helds, etc.Devices - telephones, laptops, hand-helds, etc. FeaturesFeatures

One number - many devices, or various groupingsOne number - many devices, or various groupings Dartmouth dial-tone from anywhere on the InternetDartmouth dial-tone from anywhere on the Internet Wireless platforms available across campus, voice Wireless platforms available across campus, voice

anywhere, anytime.anywhere, anytime. Future: data, voice, and video integrated across Future: data, voice, and video integrated across

applicationsapplications Unified messaging: E-mail <> Telephone, Text <> SpeechUnified messaging: E-mail <> Telephone, Text <> Speech Video telephonesVideo telephones Cell phone and wireless phone in-oneCell phone and wireless phone in-one

Path to CompletionPath to Completion

Step 1-Build confidence in technologyStep 1-Build confidence in technology Pilot and Seed with Key personnelPilot and Seed with Key personnel Install Core infrastructure with small production Install Core infrastructure with small production

deploymentsdeployments Get the “Money People” on boardGet the “Money People” on board

Package Technology as necessary for convergence Package Technology as necessary for convergence savingssavings

Get the right Deal!!!Get the right Deal!!!

Get Support at the Executive Level(PAF)Get Support at the Executive Level(PAF) Public announcement of support from President’s officePublic announcement of support from President’s office

Installation PlanInstallation Plan

Publicize the new technologyPublicize the new technology Spend time on discovery-meeting with all Spend time on discovery-meeting with all

departments to review telephony needsdepartments to review telephony needs Train Prior to installationTrain Prior to installation

Classroom training, not mandatoryClassroom training, not mandatory

2 active systems allowed for us to work 2 active systems allowed for us to work at our paceat our pace

Faculty/Staff VOIP design Faculty/Staff VOIP design

Deciding FactorsDeciding Factors Like-for-Like design Like-for-Like design Analog phones replaced with single line VOIP Analog phones replaced with single line VOIP

setssets Digital phones replaced with multi-line VOIP Digital phones replaced with multi-line VOIP

setssets All ancillary equipment replaced (headsets…etc)All ancillary equipment replaced (headsets…etc) POE only provided for VOIP communication POE only provided for VOIP communication

jacksjacks 60 minute UPS backup for all VOIP switches60 minute UPS backup for all VOIP switches

Residential VOIP designResidential VOIP designdeciding factors-Why Analog?deciding factors-Why Analog?

Most Students use cordless phones Most Students use cordless phones todaytoday

In VOIP model, cost is in the phones. In VOIP model, cost is in the phones. Unknown Abuse cost-recovery not Unknown Abuse cost-recovery not attractiveattractive

Data Closets in Resident Halls lackingData Closets in Resident Halls lacking Power back-up and security an issuePower back-up and security an issue

Life Safety ConcernsLife Safety Concerns

Life Safety-E911Life Safety-E911

College E911 environmentCollege E911 environment We supply PSAP with database of phone We supply PSAP with database of phone

numbers/locationsnumbers/locations We pulse out ANI to PSAPWe pulse out ANI to PSAP POE only supplied to “VOIP” data jacks to POE only supplied to “VOIP” data jacks to

discourage movementdiscourage movement Residential extensions “hardwired” to insure Residential extensions “hardwired” to insure

integrity of 911 databaseintegrity of 911 database Cisco Emergency Responder being installed Cisco Emergency Responder being installed

Network EnhancementsNetwork Enhancementsfor Production VOIPfor Production VOIP

Core Network installed in a mesh Core Network installed in a mesh topology. Routers all have dual topology. Routers all have dual supervisors/power suppliessupervisors/power supplies

QoS enabled system-wide to insure QoS enabled system-wide to insure integrity of Voice Servicesintegrity of Voice Services

Layer III routing enabled to VOIP edge Layer III routing enabled to VOIP edge switchesswitches

UPS backup for all closets and coreUPS backup for all closets and core

Gotcha’s from CiscoGotcha’s from Cisco

Beware of the upsellBeware of the upsell New technology for them causing “best New technology for them causing “best

practice” design to change a fast pacepractice” design to change a fast pace QoS and layer III routing set-ups required QoS and layer III routing set-ups required

network upgrade as subscriptions for phones per network upgrade as subscriptions for phones per uplink changed dramaticallyuplink changed dramatically

Gateway boards required “Hybrid” mode in Gateway boards required “Hybrid” mode in routersrouters

Bottom line, get a contract guaranteeing that Bottom line, get a contract guaranteeing that design flaws are the vendor’s responsibility.design flaws are the vendor’s responsibility.

What went rightWhat went right

The phones rang, message lights lit and The phones rang, message lights lit and folks could make callsfolks could make calls

Logistics of cut went well, work at night Logistics of cut went well, work at night made cutover almost transparentmade cutover almost transparent

Building by building cut allowed us to Building by building cut allowed us to change tactics on the fly.change tactics on the fly.

Users from old Analog world loved the Users from old Analog world loved the new features and ease of VOIP setsnew features and ease of VOIP sets

95% of campus thrilled95% of campus thrilled

What went WrongWhat went Wrong

Not enough time spent in training to Not enough time spent in training to explain subtle differencesexplain subtle differences

Reception features of new system not Reception features of new system not adequate with software in GR at cutover.adequate with software in GR at cutover.

Lack of a consistent phone type led to Lack of a consistent phone type led to complaintscomplaints

Privacy panels on desks made placement Privacy panels on desks made placement of phones difficult, extending cutoverof phones difficult, extending cutover

Lessons LearnedLessons Learned

Train staff prior to cutover or hire in-Train staff prior to cutover or hire in-house expertise.house expertise.

Make training mandatory and more Make training mandatory and more detaileddetailed

Spend more time on “discovery” phase Spend more time on “discovery” phase with main call points(reception)with main call points(reception)

Triage necessary with upgradesTriage necessary with upgrades

ConclusionConclusion

For years the promise of cost For years the promise of cost savings has driven the advancement savings has driven the advancement of networks on college campuses. of networks on college campuses. Convergence of communications Convergence of communications services is finally delivering on that services is finally delivering on that promise, both technically and promise, both technically and fiscally. It is no longer a question of fiscally. It is no longer a question of if…but when.if…but when.