VoIP Kick Off Agenda. IT Infrastructure Break Out Sessions. Ralph Hanauer, CMS/BCCS LAN Field Services Manager

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1 VoIP Kick Off Agenda Introductions Alex Jones, CMS/BCCS Telecom Manager VoIP Overview Doug Risk, Netech State of Illinois Account Manager Cisco Phones & Features Barry Tobias, Cisco Representative Project Overview Mike Nelson, Netech Solution Architect Jason Burton, Netech Professional Service Manager VoIP Pricing & Service Catalog Alex Jones, CMS/BCCS Telecom Manager IT Infrastructure Break Out Sessions Doug Risk, Netech State of Illinois Account Manager Ralph Hanauer, CMS/BCCS LAN Field Services Manager

2 VoIP Overview Centrex announced End of Life Leverages the ICN Network VOIP environment today: >4,000 VoIP Phones 1250 Contact Center Agents 12 Agencies >16 million calls per year

3 VOIP Phones Basic User Executive User Operator Conference

4 A Focus on User Experience with the Cisco IP Phones Rounded Keys Tricolor LED s Line/Feature & Session Keys Enhanced Acoustics Adjustable Display, USB, Bluetooth Personalization

5 Basic Phone Cisco 7841 Visual Ring Indicator Wideband Audio Handset 4 Programmable Line Keys Messaging, Service, and Directory Wideband Audio Speakerphone 3.5 Monochrome Backlit Display 398 x 162 Resolution Replaceable Bezel Soft Keys 2-Way Navigation And Select Key Hold/Resume, Transfer, and Conference keypad Volume 10/100/1000 Ethernet Audio Path Control Adjustable Viewing Angle Wall Mountable

6 Executive Phone Cisco diagonal, VGA, Backlit, Anti glare Color Display Incoming Call/Message Waiting Indicator Earth friendly Plastics IEEE PoE Class 2 Video Endpoint Four Programmable Line/Feature Keys Programmable Soft label Keys and Four Fixed Keys Two Handset Styles 10/100/1000 Ethernet Switch Port High definition voice Settings, Directory and Messages Keys Navigation Keys & Select Button Bluetooth Radio (Headset only) Volume Up/Down Key Rounded Ergonomic Keys Mute, Headset, Video Mute, Speakerphone Keys Transfer, Conference & Hold Keys

7 RJ-9 Port for Headset Visual Ring Indicator Wideband Audio Handset 5 Programmable Line/Feature Keys Operator Phone Cisco 8851 Cisco Intelligent Proximity Bluetooth 3.0 Radio 5 Session Keys 5 Color Backlit WVGA Display 800 x 480 Resolution Replaceable Bezel Option 4 Soft Label Keys Messaging, Service, and Directory Wideband Audio Speakerphone Volume Bar 4-Way Navigation And Select Key Hold/Resume, Transfer, and Conference keypad USB 2.0 Port for Headsets/ Smartphones 10/100/1000 Ethernet Wall Mountable Adjustable Viewing Angle Two- Position Foot stand Audio Path Control Keys (Headset, Speaker, Mute)

8 Operator Sidecar Administrative staff, managers and executives Shared Lines between Staff and Managers Speed Dials for One Button Push to Dial Frequent Staff/Contacts Supported on 8851 and 8861 models 36 additional line/feature keys per module Up to two on 8851 (total of 77 keys) Up to three on 8861 (total of 113 keys) Backlit, High Resolution Color Display Configurable font sizes

9 Intuitive User Experience Incoming Call Presentation

10 Conference Phone Cisco 8831 Conference Rooms and Executive Offices Expanded Room Coverage Up to 1500 square feet/139 sq. meters Daisy chaining (max of two) Up to 48 conference room seats Superior Hands free Wideband Audio First two element conference phone Wired Control Panel Accessory Options DECT Wireless Extension Microphones

11 Conference Phone Cisco 8831 Typical Deployments Small Office/ Office Table: 4-16 Seats Standard Conference Room Table: seats Boardroom Office Table: seats Large Boardroom Office Table: seats

12 Cisco Jabber for Windows Contact Hub Search and dial bar Tab Views Contacts History Visual Voic Custom Apps Contact Name, Presence and photo Logged in User Manual Presence Start voice/video call Compact View (Offline contacts hidden) Call Forwarding Calling Mode (Soft / Desk phone)

13 Cisco Jabber for Windows Microsoft Application Integration Application integration to Office 2007, Office 2010, Office 365 Presence light for all contacts (don t need to be on buddy list) Chat and call directly from Office applications SharePoint also supported using office API

14 Cisco Unified Messaging

15 Project Preview General Project Information 31,884 Desk Phones 80% Standard 15% Executive 5% Attendant 709 Conference Phones 3,862 Analog Devices 374 Sites 47% Consolidated 39% Non Consolidated 14% Mix of Consolidated / Non Consolidated 100 Agencies 35 Consolidated 65 Non Consolidated 56 Centrex Accounts

16 Project Methodology Prepare Site Assessments WAN/LAN Assessment Consolidated (CMS) Non Consolidated (with agency) Plan Develop an Ongoing Project Plan on a Quarterly Basis Based on Site Readiness CAT5e or Higher PoE Switching/Injectors ICN Connectivity Regionally by Centrex Account

17 Project Preview Expected Time Line Springfield 2015 Downstate Q12016 Chicagoland Q2/Q3/Q42016 Initial Implementation Schedule Late October Updated Quarterly Agency Communication based on schedule

18 Delivery Team Overview Senior Systems Engineer Overall Project Lead Sets Technical Direction of the Project Escalation Point for Delivery Teams Project Manager Oversee Project Timeline Coordination of Documentation Systems Engineer Onsite Lead Configuration of Unified Communications for Agency Triage Day 1 Engineer Place Handsets Assist Systems Engineer Triage Day 1 Trainer Virtual or Onsite Training on Basic Functionality of Handsets and Features

19 Project Methodology Pre Deployment Scope of Project (SOP) Completed by agency Defines high level hardware/features for each agency User Spreadsheet completed by location Defines site specific information for configuration Employee Names Type of Phone Used to import into EMS Defines list of directory numbers to be ported Netech PM to Coordinate Timing of Site Deployment

20 Project Methodology Deployment (Onsite) Netech PM to Verify User Spreadsheet Personnel Updates Hardware changes Netech Engineer will execute configuration based off User Spreadsheet Importing Users Configuring Handsets Netech Engineer will place phones Training Sessions Offered During Phone Placement Window Porting of Numbers (Go Live) Day 1 Support Answer Questions Troubleshoot any Issues

21 Project Methodology Training Instructor Lead Onsite utilizing Netech training gear Hands on training sessions One Hour Session Basic phone operation Basic voice messaging operation User Guide for quick reference

22 Training

23 IT Infrastructure Cabling Switching UPS

24 IT Infrastructure Cabling requirements for VoIP CAT5e/6 Preferred Best case scenario CAT5 Not fully supported for 10/100/1000 applications Can work, some risk in certain scenarios CAT3 will need to be replaced Each VoIP phone will need to connect directly to a PoE switch Hubs/Switches No Ethernet splitters

25 IT Infrastructure Switching Requirements for VoIP Power over Ethernet Must support 802.3af PoE standard VLANs Phones must be on a separate voice VLAN Quality of Service (QoS) Switches must be able to respond to DSCP markings and prioritize voice appropriately

26 IT Infrastructure Switching Options Purchase new switches Cisco Switches Chassis based» Cisco Catalyst 6800» Cisco Catalyst 4500E Stackable switches» Cisco Catalyst 3850» Cisco Catalyst 3750X» Cisco Catalyst 3650» Cisco Catalyst 2960X / 2960XR Non Cisco switches meeting VoIP requirements Purchase Power Midspans Powerdsine PD 6524G/AC/M/F Used in conjunction with non PoE switch to inject PoE into line. Purchase Power Cubes for VoIP Phones

27 IT Infrastructure Uninterruptable Power Supply (UPS) Not just for the Core? Cisco 2960X 370 Watts for each 24 Port switch 740 Watts for each 48 port switch Power Midspans 400 Watts for each 24 port midspan

28 Thank you

29 CMS Enterprise VoIP System Alex Jones, Telecom Manager

30 Why Migrate to VoIP? Cost Savings Lower local and long distance costs Lower costs for MAC and wiring Flexibility Integration between Voice Mail and Unified Communications Easier MAC relocation process Traditional Voice Technology Changing AT&T Project Velocity 30

31 Enterprise VoIP Project Scope What doesn t this phase include: Any site with an EKS or PBX Call Centers *CMS will continue business as usual with these items and will replace with VoIP as needed. 31

32 VoIP Pricing Pricing for VoIP Service Basic VoIP - $89.00 install and $18.00 per month Includes dial tone (number appearance on 1 device) and I/M Presence Enhanced VoIP - $ install and $19.00 per month Includes dial tone (number appearance on multiple devices), voice mail (including visual display and integration) and I/M Presence Analog Devices - $70.50 install and $1.00 per month. Includes dial tone for non-voip devices and I/M Presence *rates for local and long distance remain the same as they are today *Agency is responsible for purchase of phones and station wiring (cat 6 or 5e) which is not included in above rates 32

33 Additional Pricing Options for VoIP Service Labor Recording Audio $ install and $4.15 per month Screen $98.25 install and $0 per month when used with Audio. Additional cost for data storage $90.00 per hour for programming changes Typical charges Change to existing device or user.25 hours or $22.50 Removal of user or device.5 hours or $45 33

34 VoIP Device Pricing Phones Basic set is the Cisco $ Executive set is the Cisco $ Conference Phone is the Cisco $ Available wireless microphone kit - $ Attendant/Operator set is the Cisco $ Available sidecar - $ *agency purchases phones, no CMS rental or maintenance monthly cost. 34

35 Additional Pricing Costs for Redundancy within a single building PSTN connection - $1,500+ per month for 200 users. Costs will increase incrementally for additional users. New Gateway to support redundancy $100-$300 per month for gateway Licensing will be on site by site basis based on number of users. 35

36 VoIP Administration Tool Initial Launch in January 2015 will include free programming updates for basic features. Telecom Coordinators will send an request to the CMS Telecom Repair Desk and CMS agents will complete requested changes. CMS is still pursuing a viable option for Telecom Coordinators to make VoIP programming changes. 36

37 Centrex Migration to VoIP Questions? 37

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