Plambeck, Jeannene Date: 12/20/2013. Fund: 01 Location: All Cost Center #: 56400

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1 Cost Center MAP Cost Center Manager: Plambeck, Jeannene Date: 12/20/2013 Fund: 01 Location: All Cost Center #: Cost Center Name: IT-TELECOMMUNICATIONS Regular Staff FTE: 3 A. Cost Center's Mission New Staff Request: 0 Total Request: $1,240,489 The Telephony Services unit is a component of the Information Technology Services department and is committed to anticipating and responding to customers' needs. This unit exists to help the college realize its mission utilizing their services and are accountable for providing reliable, innovative, secure, customer friendly systems. This unit assists college administrative departments, faculty, students, and campus groups by researching, implementing, and supporting technologies to provide excellent effective solutions. The college-wide scope of this service unit is critical to support and implement new initiatives. B. Primary Functions Performed To provide all college-wide telephony services. C. Relevance: Four-County Service Area or Internal Need for these Services To provide up to date reliable voice network connectivity, support, traffic flow between all MCC locations. To provide the tools necessary to evaluate call flow and staffing needs. To provide telephones for the safe campus environment initiative. D. External Opportunities and Challenges Working with vendors to sift out what is real and what is vaporware. Working with vendors to obtain the most effective least expensive telecommunications solutions. Vendors such as Cox Business Services for network connectivity/dial tones/internet services/dorm connectivity; NEC Unified Solutions, Inc. for telephone system, voic system, hardware/software/support; various cell phone vendors; Blackboard Connect, Inc. for Safe Campus Environment text messaging initiative; emergency management/security monitoring vendors; pay phone vendors, etc. Keeping telecommunications systems current enabling vendors to provide needed support. E. Internal Strengths and Weaknesses Providing cutting edge technology for students and staff with as little interruption of service as possible. Providing technology and support for automated call distribution (ACD) queues such as Operators, IT Help Desk, Student Business Accounts, Financial Aid, Advising, College for Kids, Marketing, ABE/GED and Central Registration. Providing technology and support for the Contact Center. Deploying IP telephones at the FOC. Working on college-wide projects partnering with facilities and other departments for renovations, new construction, and relocation of staff. F. Cost Center "Master" Achievement Plan

2 This cost center pays for College-wide voice, data, video operational costs Continue to deploy IP telephone at the Fort Omaha Campus and safeguard the cable plant Support campus and center growth. Update telephony software to remain current ensuring vendor support G. Three-year Achievement Plan H. FY Achievement Plan The Telecommunications cost center pays for College-wide voice, data, video operational costs Keep current with vendor supported hardware and software Continue to deploy Fort Omaha Campus IP telephones as network upgrades are completed to enable POE (power over Ethernet), adequate battery backup to the building switch closets and additional capacity Implement IT department wide documentation template, knowledge base data for HEAT software, and scripts for Help Desk agents on telephony subjects Bring any new locations on line into the telephony network Provide support to all adds/moves/changes college wide Enable telephony equipment to be relocated outside building 2 at the FOC if necessary I. Staffing Effectiveness and Changes Proposed J. Staffing and Other Budget Request Highlights New A priorities Gig Adapters quantity 30 PBX Switch battery replacements SOC, EVC, SAR, FAC Conference Bridge 32 ports at SOC Personal Assistant licenses-initially missed call notification in Outlook for entire system then additional features quantity 100 for pilot testing Soft phone for contact center quantity 6 for pilot testing Campus backbone--2 million upfront costs with 30K monthly offset--fund 70 New FOC Expansion switch-if/when new datacenter is built at FOC this will provide dial tone. Current FOC equipment will be relocated to ATC Gig Adapters quantity 270 Personal Assistant licenses-initially missed call notification in Outlook for entire system then additional features quantity 900 EVC new building 50 IP phones with licenses Equipment for WCC, MXS, new west MCC express Virtual PIM FOC plus IP Pad Card-as needed for increased capacity at FOC SIP trunks (1 vendor) all locations Depot site FOC 15 offices FOC 16 offices

3 Soft phone for contact center quantity 19 Recording software $55,000 Workforce management software $55,000 NEC Notify Express robo dialing software $20,000 K. Summary of Resource Use and Request FY FY FY YTD FY Budget FY Request Personnel $269,312 $282,830 $222,816 $217,982 $227,149 Operating $523,087 $721,421 $1,227,520 $894,989 $943,062 Supplies $1,589 $2,976 $3,436 $14,350 $6,850 Travel $202 $121 $211 $2,000 $500 Equipment $234,368 $42,355 $108,575 $111,251 $62,928 Student Aid $0 $0 $0 $0 $0 Total Direct Costs $1,028,558 $1,049,703 $1,562,558 $1,240,572 $1,240,489 L. Measurements FY FY FY YTD FY Budget FY Request All FY measurements are June 1, 2012 thru May 31, 2013 N/A unless otherwise noted Total telephone instruments supported at 9 locations Total voice mail boxes supported Average daily voice mail system activity via telephone not 1,743 1,840 2,509 1,922 2,048 2,155 2,697 1,100 1,300 Total calls 1.55 million 1.70 million Total incoming calls 818, ,000 Total minutes 8.92 million 9.1 million Total outgoing calls 728, ,000 Total minutes inbound Total outbound minutes 4.45 million 4.55 million 4.47 million 4.45 million

4 Number of help desk work service requests Number of help desk services activate/deactivate Help Desk ACD Advising ACD Student Business Accounts ACD Financial Aid ACD Central Registration ACD Operator ACD implemented 11/1/12 Marketing queue calls implemented 11/1/12 College for Kids implemented 4/1/13 ABE/GED queue calls implemented 3/12/13 1,127 1,969 2, ,515 22,681 22,459 23,415 28,979 30,128 61,218 62,445 74,895 76,920 81,756 83, , ,598 3,808 20,062 M. and Anticipated Accomplishments for FY Describe projected outcomes in relation to budget, achievement plans, and other pertinent operational developments Created new ACD queues for ABE/GED, Marketing, College for Kids Reprogrammed the ACD queues for the contact center several times-complete rewrites each time Added overflow capabilities for the Financial Aid ACD queue Since September, 2012, every NEC product has been upgraded to the appropriate version and in many cases application functionality has been totally redone/replaced. FOC/ATC telephone switches Upgraded-added capacity for IP phones at FOC SOC/EVC/Fremont/Sarpy telephone switches upgraded Switchboard console software-new server/new programming/new UC700 clients for the new operator back up queue

5 ACD Reporting software/server-new server/new programming MA4000-our programming server/software upgraded allowing for faster updates to the college directory which required touching every entry in the entire database. UM8700-voic system Queworx upgrade with several new recordings by Kent Pavelka. Upgraded all IP telephones at all campuses Installed new NEC voic system in less than a month, including creating custom training videos, when it was determined after 2 years the Microsoft voic system was not going to be used Continued to consolidate/update NEC product databases as everything is/will be visible to everyone in the MCC telephone directory and global address book Continue to modify strategy and documentation to deploy Fort Omaha Campus IP telephones replacing TDM telephones and serving as the network connection for the PC's Continue to deploy Fort Omaha Campus IP telephones as network equipment upgrades are completed to enable POE (power over Ethernet) and additional capacity Continue to consolidate the EMS network cable plant to eliminate grounding problems and increased reliability Continued to implement the Safe Campus Environment initiative to put a telephone in every classroom N. General and Trend Data to Support Budget Requests Present data that explains your expenditures and requests, including rationale for requested personnel O. Future Budget Needs for this Cost Center Beyond FY Share known and anticipated achievement plans and needs To continue to fund onsite NEC engineer for on-going NEC maintenance and service support To continue to ensure campus bandwidth levels are adequately supported. To continue to work with Telephony Service users implement solutions to meet their needs in providing excellent service. To continue lifecycle maintenance schedule for telecommunications systems as required by vendor P. See Appendix for further data. If applicable show index Please use descriptive file names. No files found.