Cisco IP Phone 7940 by pengtt

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									                            Cisco – VOIP Phones
                               Deployment Strategy
                     Unified Messaging Server Implementation


                       The Pennsylvania State University - College of Engineering
                                                    Electronic & Computer Services (ECS)
L:\Big-Ten-Conference2003\VOIP-Implementation-Big10.ppt rev. 10/03 - sbp)
•   Tom Long – College of Engineering - VoIP
    ‘Unified Messaging’ Administrator
    – Electronic and Computer Services (ECS)
    – In charge of the Unity ‘Unified Messaging’ Server
      (Voice mail into Email)
•   Sue Pysher – College of Engineering - Training
    and Support Coordinator
    – Electronic and Computer Services (ECS)
    – In charge of providing VoIP training for users on new
      phone system
       • Training and documentation provided to users

           Format for Discussion
•   Introduction – Reasons for Deployment
    – Why we considered VoIP

    – Pricing

    – Added features

              Format for Discussion
•   Topic #1 - VoIP Deployment Strategy
    – VoIP Implementation –
       •   Replacement of Existing Phones with VoIP Phone Models
       •   Initial implementation procedures
       •   Implementation timeframes
       •   User concerns after information sessions
    – Hurdles Encountered During Initial Phase
       • Major issues – scheduling, phone lines, email, training
    – What Worked & What Could be Improved
       • What we learned from our first year of implementation

      Format for Discussion (cont’d)
•   Topic #2 - Unified Messaging Server
    – How Voicemail is ported into Email

    – Working across borders

    – Questions

•   Introduction – Reason for Deployment
    – University is trying to entice subscribers to convert to
       • University lowered the monthly telephone cost from $18/month to
       • University lowered the monthly voicemail cost from $8/month to
       • Subsidized the price of the phone
       • The College of Engineering only agreed to start converting to
         VoIP if Unified messaging could be offered to our users. The
         University could not offer Unified Messaging so the College
         decided to add the service (College of Engineering does not
         charge for voicemail)

Topic #1 - VoIP Deployment
                     Sue Pysher
                 Training & Support
     VoIP Deployment Strategy –
    Existing Phones Being Replaced
•   Existing Phone Systems in the College
    – Merlins
    – Meridians
    – Standard Phone Sets (and answering machines)
•   Plan – Replace with Cisco VoIP Phones
    – 3 Cisco Phone Models
       • 7910 – 1-line phone – w/ limited features
       • 7940 – 2-line phone
       • 7960 – 6-line phone
    – Add-on expansion module
       • 7914 – for additional phone lines - expensive

               Pre-Installation, Installation, & Post-
•   PRE-Installation -
    What Happens BEFORE the
    phone is installed?
     –   ‘Informational’ meeting –
         University Personnel
           •   General information about
               new VOIP phone system           •   Installation –
                      Phone Models available
                                                   –   Phones installed
                                                       by University      •   Post-Installation –
                  –   Plan to meet with
                                                       Personnel – new        What Happens AFTER the
                      Individual Areas                 phones activated
                                                                              phone is installed
     –   University Personnel will
         contact and meet with people                                          –   Setup by User of:
         within an area                                                              •   Ring Type, Volume – under
           •   Determine phone                                                           [Settings]
               configurations – work group
               issues, etc., phone model                                             •   VoiceMail Greeting
               requested                                                             •   VoiceMail
     –   Forms are completed –                                                       •   <any other settings>
         official request made
           •   6-8 weeks prior to
                                                                               –   Download/Install ViewMail
               implementation to obtain                                            Setup for Email client
               phones                                                              (optional-Exchange clients)
     –   Training & documentation                                                    •   Information at
                                                                               –   Check Phone numbers &
                                                                                   test out phone
                    Timeframes for VoIP Implementation
        Action               Date(s) & Location                        Description
Informational Meetings –               Week 1              Brief informational meetings to provide
Introduction to VOIP                                       an overview of VOIP and its capabilities
                                                           (J. Stimely & ECS (formerly CEDCC) staff)
Individual Group                       Week 2              Individual group meetings to
Meetings                                                   discuss/identify VOIP phone set
(within your area/dept)                                    requirements & line setup (J. Stimely)
Submit phone set order &               Week 3              ITS submits phone set order and TSR
Training & Documentation     Weeks prior to actual phone   Training on phones provided in Training
available                     installation & activation    Lab (153J Hammond) ECS (formerly CEDCC)
Closet equipment                      Week 12              ITS Telecommunications closet
installation                                               equipment installation & patching cables
                                                           to identified faceplates
Phones placed within area             Week 13              VOIP phones placed in offices by ITS
& accounts configured                                      and accounts configured – phones NOT
Phones activated – service            Week 14              ITS & Verizon move service over to the
cutover                                                    new VOIP phone sets – old phones would
                                                           not work after cutover
         User Concerns about VoIP Phones
         Following Informational Meetings

•   Major Issues:
    – Loss of ‘Intercom’ capability
       • Existing Merlin phone system provided intercom feature
    – Wireless phone issues
       • Lack of wireless phone support with VoIP
    – Limited speed dials
       • Dean’s Office had many speed dials on Merlin system
          – They didn’t want to give up the number of speed dials they had
            with their existing Merlin system

  Hurdles Encountered
During First Deployment of
      VoIP Phones
  Dealing with less-than-ideal
             Coordinating Phone Installations,
             Onsite Training, & Phone Issues
•   24-hour rollover with Verizon
    – We needed to tentatively schedule dates/times, assuming that the
      installation of phones would be completed and phones activated
        • Onsite training needed to coincide with the phone activation date
        • If activation dates/times changed, it affected our scheduled training
•   Dealing with phone line changes & hardware issues
    – Phone numbers configured incorrectly, changes, etc.
    – Expansion modules – issues with main office phone
        • Some departments wanted to use the expansion modules for ‘speed-dial’
          capabilities, others wanted to be able to see the line appearance and
          know when the faculty/staff phone line was in use
    – Tom was available onsite and was able to correct or address any
      problems that occurred with TNS
        • Problems were addressed immediately and we avoided user frustration

         Training Onsite – Not Ideal Situation
•   Training onsite within department was not ideal, but was the
    only alternative
    – Training conducted within department’s main office area
        • Interruptions – phones ringing, students needing assistance, etc.
        • Faculty needed to leave for class or meetings
        • Some faculty had not returned for Fall Semester
    – Documentation was available – that saved us!
        • Brief Overview - since some users didn’t attend ‘Informational’ meeting
        • Checklist for ‘Setting Up Your Phone’ – they could set up themselves
        • Quick reference & Quick card for each phone model
    – Had users set up recorded greeting and settings, then tested out basic
      features among the office staff
        • Transferring calls, conference calls, call forwarding, etc.
    – Assisted Individual Faculty members
        • Time-consuming – all day
        • Email issues -- Eudora users (POP clients - setting options)
              Email Issues -- a Major Hurdle
•   EMAIL Issues Varied
    – Primarily Outlook and Eudora users in College
        • Outlook users
            – No problem – most were set up as Exchange clients using our ENGR mail server
            – Ability to access voicemail via phone, Webmail, or through Outlook
        • Eudora was another issue altogether
            – Many users set up to use the University’s Mail Server, not ENGR’s mail server
            – Mail was forwarded and accessing voicemail using phone or Webmail not available
              unless changes were made to the mail server configured or forwarding changed
            – POP clients – once mail was pulled down from the server, voicemail attachments not
              accessible using the phone, Webmail or through email from a remote location
            – Options to ‘Leave Mail on Server’ needed to be set where they weren’t before
•   Our Salvation – brief ‘handout’ of Email scenarios (POP clients)
    – Handout listed various email option settings and what a user could and
      could not do concerning voicemail access using phone, email, and Webmail
    – Tom L. was also available to answer email questions and solve problems
    – Documentation was available online as well as hard copy
             What We’ve Learned So Far…
•   What Worked…
    – Inform and involve users from the beginning
         • Overview meetings were really important
    – Allow them to see and touch the phone(s)
         • Sell them on the features and capabilities
    – Give them some ownership in department
         • Include them in decision-making process for
           their phones
    – Answer questions before implementation
         • Allow users to voice concerns
    – Explain email considerations prior to
         • This is really important –configurations or
           settings may need to be changed
    –   Assure users they have continuous support
    –   Address problems in a timely manner
    –   Follow up with departments after installation
    –   Provide documentation (both hard copy and
                   What We’ve Learned So Far…
•   What Could Be Improved…
    – Response times and coordination of timeframes
      between University personnel and our area
         • Quicker response time
               – University personnel slow to respond at times to
                 departments wanting to formalize phone orders & begin
         • Involvement with University’s final implementation
               –   Scheduling was important because of 24-hour roll-
                   over of phone lines & training
    – Equip our training lab area with phones
         • ‘Lab’ environment for phone training is the ideal
               –   Provide training for multiple users – user familiarity
                   with phones as well as email capabilities before
    – Better scheduling & communication efforts
         • More advanced warning of installations – more lead
           time to prepare
         • Notification of changes in installation plans
               –   Communication with University personnel/College
                   personnel involved with planning department
                   installations – preinstall issues, install issues, training
               –   We relied heavily on Tom L. to notify us of
                   implementations and timeframes
    – Provide departments with efficient electronic
      method (web form) of inputting phone
         • Data input electronically by departments via web form
           concerning phone assignments and lines, office
           locations, etc., and accessible in database or
           spreadsheet format for reporting purposes                             17
Topic #2 - Unified Messaging
   Server Implementation
                       Tom Long
               Unity ‘Unified Messaging’
                 Server Administrator
University TNS (formerly OTC)                                                                                            College Servers
       ‘VOIP’ (Voice Over IP) Servers
                                                                        ‘Unity’ – Unified            Exchange MAIL Server College FAX Server
                                     ‘Call Manager’                     Messaging Services           (College’s Email     (handles incoming FAX’s
                                                                        (handles VOIP voice mail Server)                  and sends to mail server)
                                                                        and ties to our mail server)

                                                                                                          Voice Mail                             Received
            Incoming Call
                                                                                                        Message sent to                         FAX sent to
                                                                                                         Email server                           Email server

                                                                                                                    Voice Message is saved as a .wav sound file

                                                                                                                                                                                 FAX sent to
                                                                                                                                                                                 FAX server
                                           Incoming Call

                                                                              Voice Mail message

                                                                                                                    attachment; FAX is also a file attachment

                                                                                                          HOME or Remote

                                                                                 Unity server
                     (w/ VOIP phone)
       I c a n’t
  a ns w er that-
  I ’l l let voice
  ma il p ickup

                                                                                                                                                               Centrex System
                                                           Incoming Call
                                                            No answer –

                                                                                                                                                                  Incoming FAX
                                                           Voice Mail lef t

To check your voice mail, you can:

•ON PHONE--Use the [Messages] button                                                               At home or a remote location, to check your mail
           ** OR **                                                                                (email, voice mail, f ax) , you can:
•USING EMAIL - Check your email (if an Exchange
client)                                                                                            •Call 814-865-2700 to connect to your voice mail
                                                                                                   remotely (you’re prompted to enter ID (5-digit of f ice
                                                                                                   phone #) & security password # (4-digit number)
                                                                                                        ** OR **
                                                                                                   •Log into your Exchange mail (WebMail, etc.), and
                                                                                                   check your email (if an Exchange client)
                                                                                                    ENGR:                                      19
        Unified Messaging Server
•   Working across borders
    – Working with University deploying Unified server,
      University runs the Call Manager. Initially the
      University put filters in place locked down the server
      and we had to use a second NIC to communicate with
      our internal network where the Exchange server was
    – Installed a firewall and removed the router filters,
      this allowed use to put the filters in place to
      communicate with our servers and the Universities Call


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