Telecommunications Coordinator Meeting

Transcription

1 W E L C O M E Telecommunications Coordinator Meeting Thursday June 26, 2014

2 AGENDA Topic Presenter 1. Welcoming Remarks Sarah Zerfas 2. Telecom Update Theresa Starling 3. AT&T IP Transition and VoIP Migration Plan Lori Sorenson 4. Wireless LAN Overview Mark Loges 5. VoIP Update Alex Jones 6. Wireless Update Jeff Schmid 7. Telecom Repair Desk Ken Smith 8. EMS11 Training Questionnaire Leslie Barrow

3 Theresa Starling

4 Customer Service Center (CSC) Management - Telecom Lori Sorenson, CSC Manager lori.sorenson@illinois.gov Mobile Theresa Starling, Telecom Manager theresa.starling@illinois.gov Mobile Provisioning Services Jeff Schmid, Manager Jeff.schmid@illinois.gov Mobile Telecom Service Desk Ken Smith, Manager ken.smith@illinois.gov Mobile Consultation & Procurement Alex Jones, Manager alex.jones@illinois.gov Mobile /3/ Springfield

5 Customer Service Center (CSC) Provisioning Services Jeff Schmid, Manager Mobile Alsup, John john Beckman, Michael Brooks, Twana Cappellin, Loraine (Lori) Cooley, Tracy Dandridge, Wallace Daniele, Cindy Klies, Lawrence (Larry) LaMaster, Betsy Lee, Theodore (Teddy) Moss, Ellen Patton, Chad /3/ Springfield

6 Customer Service Center (CSC) Telecom Service Desk Ken Smith, Manager Mobile Kaye, Mark Ball, Coreen Bond, Carnell Cloyd, Ronald Cook, Joyce Blaise, Tracie Flannery, Gerald (Max) Pickett, J.R /3/ Springfield

7 Customer Service Center (CSC) Consultation & Procurement Alex Jones, Manager Mobile Thomas, Marvin Beaird, Patrick Mobile Burchett, Vernon Mobile Fedor, Ed Mobile Freimuth, Richard Mobile Lechowski, Tim Mobile Nuss, Richard (Rick) Mobile Pierceall, Zack Mobile Stoutamyer, Lyn Mobile /3/ Springfield

8 Non-Routine Orders Procurement covered under an existing contract Requests over $10k All system removals New addresses, including Moves Over 40k square feet (requiring quadrants) Campus wiring and/or outside cabling All new system installations and moves System upgrades Fiber

9 FY15 Order Deadlines July 1, 2014 VoIP Call Center Installations with IVR August 1, 2014 VoIP Call Center Installations no IVR September 30, 2014 Non-contract items for all types of service and equipment requiring an IFB or RFP November 14, 2014 Voice Projects (not VoIP): new voice systems, system upgrades, large office moves or new locations (over 150 stations), VoIP Services for new locations November 14, 2014 New VoIP sites (not Contact Center) November 14, 2014 Non-routine data orders for fiber-based service: GigaMAN, OptEMAN, and orders that require installation of new facilities February 27, 2015 Data orders for T1s, T3s, OCs, analog service, office moves or new locations under 150 stations, and non-contract items for all types of service and equipment requiring 3 bids. May 1, 2015 Routine voice/data orders for move, add, and change (MAC) work, and routine orders for cellular/wireless services and equipment.

10 Telecom Managed Services Voice Wireless Data IWIN Video TSR form: m_service_request_043013b.pdf BCCS Catalog:

11 Other Telecom Managed Contracts VoIP Tele-Interpreters Vernon Burchett Alex Jones Audio/Web Conferencing UPS Rick Nuss Directory Assistance Marvin Thomas Vernon Burchett NexTalk Payphones Ed Fedor Ed Fedor

12 Telecommunications Master Contract and Support Hourly Rate Change Effective 8/1/2014 Labor Per Hour (non NEC locations) Existing New Percentage Increase Standard 8am to 5pm M F $ $ % Overtime Saturday and between 5pm and 8am M F $ $ % Sundays/Holidays $ $ % Labor Per Hour (NEC locations) Existing New Percentage Increase Standard 8am to 5pm M F $ $ % Overtime Saturday and between 5pm and 8am M F $ $ % Sundays/Holidays $ $ %

13 Telecommunications Master Contract and Support Monthly Maintenance Change Effective 8/1/2014 Telephones Existing New Percentage Increase Analog sets in Centrex/POTs sites $5.00 $5.25 5% EKS/PBX (Non NEC PBX) $5.00 $5.25 5% NEC PBX $5.00 $ % Auto Attendant/Voice Mail Systems (non NEC) Existing New Percentage Increase 4 Port $36.00 $ % 8 Port $78.00 $ % 10 Port $ $ % 12 Port $ $ % 16 Port $ $ Port $ $ Port $ $ % 64 Port $1, $ NEC Locations Existing New Percentage Increase 8 Port $78.00 $ % 16 Port $ $ % 20 Port $ $ %

14 Net Protect AT&T Net Protect Service Toll Fraud Monitoring 24x7 Plan Monthly Cost Liability Basic FREE Up to $25,000 1 st incident only during period before notification Plus $11.00 per location Up to $2,000 During period before notification Additional Security Measures Block 1010 dialing, international calls, and all unnecessary area codes Turn off all system features that are not used Secure passwords CSS Ed Fedor ed.fedor@illinois.gov

15 Lori Sorenson

16 TDM to IP Migration

17 Telecommunications Update AT&T Project Velocity Enterprise VoIP T1 to Metro Ethernet Migration 17

18 AT&T Project Velocity Nationwide migration from TDM to IP by 2020 Service Estimated Grandfather Date Estimated Sunset Date Private Line (T1s, TBD TBD DS3s) PRIs June 2016 October 2019 Centrex June 2016 October 2019 Audio Conferencing TBD TBD Toll Free TBD TBD Long Distance TBD TBD Local Voice (non TBD TBD Centrex) Calling Cards TBD TBD 18

19 AT&T Project Velocity CMS Migration Path Current Service New Service Timeline Private Line (T1s, Metro Ethernet 2014Q4 2015Q4 DS3s) PRIs SIP Trunking 2015Q1 2016Q2 Centrex Enterprise VoIP 2015Q1 2016Q4 Audio Conferencing Enterprise Conferencing TBD Toll Free TBD TBD Long Distance TBD TBD Local Voice (non Enterprise VoIP 2016Q4 2017Q4 Centrex) Calling Cards Mobile Phone TBD 19

20 Enterprise VoIP Cloud-based Voice over IP System Based on CMS-owned Cisco Equipment Vendor Managed (Netech) Utilizes Illinois Century Network Currently Supporting 13 Call Centers 668 Call Center Stations 2,658 Non Call Center Stations 8 Agencies 20

21 Enterprise VoIP - Benefits Cost Savings Lower Long Distance Lower Local Calling Lower Wiring Costs for New Locations Lower MAC 21

22 Enterprise VoIP - Benefits More Flexibility Move phone within building Forward calls to mobile phones Presence and Chat Voice Mail and Integration Audio and Web Conferencing 22

23 Enterprise VoIP Project Scope Phase 1 ( ) 35,000 Centrex Phones 400 Locations 100 Agencies Phase 2 ( ) Replace PBX and EKS PRIs with Centralized SIP Trunking No equipment replacements No change to DIDs Benefit from reduced long distance and local calling 23

24 Enterprise VoIP Project Scope Phase 3 (2017) 8,381 Centranet and POTS lines 24

25 Enterprise VoIP What s Next? CMS/Netech Assessing LAN/WAN Readiness Developing Migration Schedule Agency Training and Overviews Develop SharePoint Site for Agency Communications 25

26 Enterprise VoIP What s Next? Agencies Intro to VoIP Meetings for Agencies (August) 2 in Chicago, 2 in Springfield Overview of features and deployment Validate EMS Information (September) Review and complete VoIP Questionnaire LAN/WAN Meetings with CMS/Netech (October) Establish cutover priority and 2015Q1&2 schedule Agency VoIP requirements gathering with Netech (November/December) 26

27 Private Line Migration Migrate T1s and DS3s to Metro Ethernet Higher Capacity Scaleable Issuing IFB Higher Cost 27

28 Private Line Migration What s Next? Issue Metro Ethernet IFB (Summer/Fall) Evaluate Current Utilization Provide Agencies Options and Prices May require site upgrades (power, conduit) Plan Migrations with Agencies 28

29 Wireless LAN Overview Mark Loges

30 Wireless LAN

31 Wireless LAN New CMS Wireless LAN Offering CMS Managed Agencies, Boards, Commissions Monthly lease and Install charges for Access Points 31

32 Wireless LAN What is Included? Wireless access point: CMS provided and managed Cisco access points SOI-Secure: Internal network for SOI-owned devices. Windows devices joined to the Illinois.gov or a cross-forest trusted domain. AD authentication. 32

33 Wireless LAN VisitoR: Guest wireless network for visitors to SOI facilities to access internet. Log in with credentials provided by agency lobby ambassador. CMS support is not available for non-soi issued devices. 33

34 Wireless LAN Filtered Internet: McAfee standard internet filtering BYOD: Not yet available 34

35 Wireless LAN RATES Monthly Fee of $33.25 per AP One-Time Install Charge of $1,600 per AP Includes cost of access point and backend infrastructure (wireless controllers), and maintenance. Customer responsible for any additional LAN cabling required. 35

36 Alex Jones VoIP Update

37 BCCS Presentation VoIP Service, What you need to Know June 26, 2014

38 The CMS Enterprise VoIP System What is Enterprise VoIP? Voice over IP system with Core Servers in CMS Data Centers in Springfield and Chicago that utilize existing IT and ICN infrastructures to provide the following voice services: Dial tone Contact Center Applications Voice Mail Unified Communications Mobility o The Enterprise VoIP System has capacity today to support 20,000 users and over 4,000 Call Center agents

39 Enterprise VoIP at a high level

40 What you need to know about VoIP Major differences between VoIP and traditional Voice Service. VoIP phones are not rented to agencies and there is no maintenance purchased for VoIP phones. Agencies need to stock phones for repair replacement for new installs VoIP is IP based and utilizes existing LAN and BCCS WAN infrastructure to provide dial tone to VoIP phones that originates from the VoIP core LAN infrastructure is key to quality VoIP service. CMS supports consolidated agency LAN service and non-consolidated agency LAN teams will need to support their LAN service Wiring needs to be Cat 5e or Cat 6 to ensure quality voice service 40

41 What you need to know about VoIP Ordering VoIP Service o o o o o o Use same TSR as you do today for traditional voice service. CMS is working on adding VoIP to the electronic form VoIP phones are assigned to a specific building Moves: o A TSR is required to move a phone from building to building o Consolidated agencies can include the moving of VoIP phones on an ESR that is submitted for a PC move if moving within the same building and no changes are needed to the VoIP programming. In this case no TSR is required o Agency contacts or Telecom Coordinators can move phones within the same building if no changes are needed to VoIP programming. If programming changes are needed a TSR should be submitted for the programming and then agency can move the phone A TSR is required to establish a new phone(s) and/or user(s) in the VoIP system A TSR is required to remove a phone or user from the system As a cost savings measure agencies can install their own VoIP phones and remove their own phones when disconnecting

42 What you need to know about VoIP Billing Billing for monthly service and toll is billed to MAC address of the VoIP phone and not a phone number The Description Field in EMS prints on your CMS bill and can be used to identify a phone Agency is billed for DID s assigned to agency 42

43 What you need to know about VoIP Administrative Support (programming changes) BCCS is pursuing a Centrex Mate type system to allow Telecom Coordinators to make basic programming changes for VoIP phones and users Agencies will assign administrators for their agency Cost TBD 43

44 What you need to know about VoIP VoIP Digital Sets Cisco VoIP phones connected to the system Basic phones Executive phones Conference phones Analog Sets Non-Cisco VoIP phones connected to the system 44

45 What you need to know about VoIP Standard Features: Call Transfer, inside/outside 3-way Calling Call Forward all calls, inside/outside Call Hold (only VoIP digital sets) Last Number Redial 6-party Conference (only VoIP digital sets) Call Waiting (appearances, set dependent) (only VoIP digital sets) 45

46 What you need to know about VoIP Features available upon request Call Forward Busy Call Forward Don't Answer Speed Call Individual Call Forward all calls, inside VOIP only Call Pickup group Call Park (only VoIP digital sets) Denied Terminating Service Denied Originating Service Directed Call Pickup, no barge-in Direct Connect/Auto Ringdown 46

47 Class of Service Offerings (COS) What you need to know about VoIP NO outbound calling allowed (Denied Originating) Unrestricted calling Nationwide/USA calling + Caribbean allowed Nationwide/USA calling; Caribbean blocked IL only + toll-free Chicago/Suburbs (MSA 1) only (f/sites located in MSA 1 only) + toll free + other Enterprise VOIP users Local/Band A calling only (non-sip) + toll-free + other Enterprise VOIP users Intralata calling only (SIP) + other Enterprise VOIP users Centrex calling only + other Enterprise VOIP calling only Centrex calling only; (+ State Operator in Spfld & Chicago-Franklin Centrexes) Campus calling only & other VOIP users (site specific only, non-centrex) Campus calling only + "0" & "911" site-specific routing (site specific only, noncentrex) *All COS's block "0" operator, Directory Assistance 411/555, 900/976 calls, except for NO outbound calling allowed (Denied Originating), all other COS's allow

48 What s Next How can Telecom Coordinators assist CMS with the centrex migration? Attend upcoming VoIP meetings Assist with completion of VoIP Questionnaire for each site Assist with completion user sheets For non-consolidated agencies, assist with coordination of LAN tasking 48

49 What s Next CMS working with DCFS to establish VoIP Users Group Meetings. Target for first meeting is September, Watch for an invitation. 49

50 Jeff Schmid Wireless Update

51 Agenda Voice Mail Conversion extended 60 days for archives (packets provided listing lines affected) Portal conversion to VEC 5 gig vs. unlimited and Options for users exceeding 5 gig including M2M and how to monitor usage Non-usage reports and Zero-usage reports EVDO data service on CDMA discontinued (Canada & Mexico) iphone's BlackBerry to iphone Migration iphone 5C and Apple Training iphone activation process with Vendor and CMS PIM iphone Security

52 Verizon Voice Mail Upgrade Verizon Voice Mail upgrades: St. Louis Metro 5/31/14 Springfield, IL 6/21/14 Rockford, IL 6/28/14 Saved VM messages will be available through an alternate number for 60 days after cutover: Rockford, IL Springfield, IL St. Louis Metro

53 Changes recently were made to the Verizon Wireless on-line account management tool. The Verizon Enterprise Center (VEC) is being used in place of MyBusiness. This is the system through which you have access to manage your Push to Talk (PTT) phone contacts. 53

54 For those that have not logged in to date, the screen you will see looks like this. 54

55 For those that have already logged in, this is the screen you will see. From this point, the PTT portal is identical to what you have used in the past. 55

56 PTT Contact Management If you have not logged in since the CMS conversion to VEC, coordinators with PTT contact access may not be able to log in. If this is the case then you will need to CRF help desk to have password reset at Training is available on the new PTT portal via webinar on Tuesday, July 22 nd from 9:30 10:30 Wed, July 23 rd from 2:00 3:00 Register for a session by ing Alice Engle at Verizon Alice.Engle@verizonwireless.com

57 Wireless Data Usage Available through smart-phones - mobile broadband (MBB) or machine-to-machine (M2M) Data transmission is the same for all 3G or 4G devices Smartphone data usage can include accessing , internet, and applications (i.e. weather radar) On average: data usage for MBB on State of IL account is 1.3MB 3% of users consistently use more than 5GB 1.3% of users use more than 10GB

58 Unlimited Data is really not Unlimited Unlimited really means 5 gig max If a user exceeds 5 gig, Verizon may reduce or throttle speeds until usage is stopped Coordinators should choose the appropriate Data Plan for each device based on application and anticipated usage

59 MBB vs. M2M MBB high speed Internet access for peoples portable devices Intended for: Internet browsing Intranet access M2M - (formerly called Telemetry) enables networked devices to exchange information & perform actions without manual intervention Intended for: Cameras Message boards Radar/GPS devices Routers/modems Backup for landline data connections Other machines i.e. ATM, vending, monitoring, etc.

60 Over Usage Report A Report has been generated for devices that exceed 5 gig of usage Review for accuracy Review for appropriate usage Educate the User Determine a change in plans Document in the Comments portion and return to CMS Telecom (Attn: Jeff Schmid) by 7/11/2014 Plan change is needed submit TSR If help is needed please contact Telecom provisioning Wireless group at 217/ (In Springfield) or (prompt 5 and prompt 2)

61 Zero Usage Report Telecom Coordinators should monitor bills for lines that consistently have zero usage for possible disconnection. Some reasons for zero usage emergency phones data devices seasonal usage vacant positions If devices are needed, you can identify them in EMS inventory Inventory Description Creating a unique Cost Center Code

62 Canada/Mexico EVDO Roaming The carriers in Canada and Mexico have announced that EVDO (3G) data service is being discontinued in A complete CDMA 1X (voice & data) shutdown is expected to begin in Q Basic phones iphone should be able to 5C make voice calls, however, data services will not work well, if at all. This will also affect 3G mobile broadband devices. It is recommended that devices be upgraded to a 4G LTE device. Affects 3G CDMA devices only BlackBerry, basic phones, 3G data devices. Upgrade to 4G devices iphones, 4G data devices. Basic phones should be global compatible.

63 Blackberry to iphone Migration iphone - new Smartphone standard The current BES server to remain operational at least through 2015 Evaluate current Smartphone deployments and reduce where possible May require different data package More options for tethering other devices

64 iphone 5C Standard Smartphone is the iphone 5C Updated Products and Services Catalog Apple Training July 31 st Government Applications, Application Development, ios8 Register by signing sheet in the back, details will be ed to you

65 iphone activation process w/ Vendor Every device ships with Instructions for Activating and a customer receipt Activation and Setup Guide for iphone Step 1: BACK UP contacts and content from old phone Step 2: TURN OFF old phone Step 3: While new iphone is OFF, dial from any other phone and follow the prompts. Have your Customer Receipt handy because you will be asked to confirm information from it. Step 4: Turn on the iphone and follow the onscreen Setup Assistance. Choose Option 1 Activate using cellular connection. Tap Use Cellular Connection and follow the instructions to activate. Step 5: COMPLETE onscreen Setup Assistant to setup the iphone, restore data from itunes (Business itunes Account) Once the phone is activated, follow the CMS PIM instructions to establish a password on the device and set up .

66 Required information to activate iphone with CMS PIM subject line (new format) Agency code Device type User name(s) (ex. CMS iphone 5c Ron Miller) Information needed for all new or replacement devices: User Name Users Network ID Device Phone # Device Model Device Operating System Carrier Agency/Board/Commission State or Employee owned State tag# Is this a replacement device for this user? If so, provide device model it is replacing Was there a previous owner of this device? If so, provide the user name and network ID

67 iphone Security CMS Exchange Customers 4 Digit Screen Lock Remotely wipe lost/stolen devices Non CMS Exchange Customers Each Agency is responsible for their own security measures Work with your IT and Security department

68 THANK YOU THANK YOU QUESTIONS, COMMENTS OR REMARKS? IF ANYONE THAT RECEIVED A OVERAGE AND/OR ZERO USAGE REPORT WOULD LIKE TO HAVE AN ELECTRONIC COPY PLEASE LET ME KNOW AT THE END OF THE TRAINING SEMINAR ALSO DON T FORGET THE APPLE TRAINING AND PTT PORTAL TRAINING Apple Training Thursday, July 31 st Government Applications, Application Development, ios8 Register by signing sheet in the back, details will be ed to you PTT PORTAL Training via webinar on Tuesday, July 22nd from 9:30 10:30 Wed, July 23rd from 2:00 3:00 Register for a session by ing Alice Engle at Verizon Alice.Engle@verizonwireless.com

69 Ken Smith Telecom Service Desk

70 Telecom Service Desk Manager, Ken Smith

71 TELECOM Repair Services IWIN Data M-F 8:00am 5:00pm Centrex Cellular Voice

72 Illinois Wireless Information Network IWIN Services (Illinois Wireless Information Network) IWIN Provides Statewide Wireless Communications to State and Local Governments. IWIN has grown to be the largest mobile data network in the country with over users o New Devices & Upgrades o Connection Issues o Warranty Replacements (Non-Embedded) o Password Reset When you call in be sure that you have the device in hand.

73 Data Services Point To Point Circuits (56K, T1) Multi Point Circuits RT Circuits (Radio Transmission) CMS Fiber o Circuit ID o Location Detail o Local Contact information o Hours of Operation

74 Cellular Services New, Upgrades, & Device Repair o o o o o Cellular Phones and Accessories Blackberry, Smart Phones Air Cards(Non-Embedded) / USB Cellular Hot Spots (MIFI/JET PACK) Warranty Replacements (Return address label) When you call in be sure that you have the device in hand. Suspension of Service: Lost/stolen: 30 day suspension, auto reconnect on the 30 th day. (ESN/SIM # will added to Verizon s Stolen List) Vacation: 90 day suspension, auto reconnect on the 90 th day. Military suspend: 1 year suspension, auto reconnect on the 365 th day. (Note* An order is needed to disable and Stop CMS Billing.)

75 Voice Repair Services Telephones & Telephone Lines (CENTREX, VoIP & Business lines, Network & CMS provided VM) Telephone Systems (PBX, EKS, ACD, A/A, VM) Telephone Accessories (Cords, headsets, etc) Voice Mail Resets 800 Service (Including redirecting to a different point to number)

76 Voice Repair: What's Needed Number or Extension in Trouble Priority Routine / Low 24 hour Response 4 hour Restore Priority / Medium 6 hour Response 4 Hour Restore Emergency / High, Urgent 2 hour Response 4 Hour Restore Note* Response and Restore times are based on the State Wide CPE Maintenance Contract) Description of the problem Equipment Type ( Model, Color, AA/VM, ACD, PBX, MAC Address) Location / Address Hours of Operation Local Contact s Name and Phone Number Any Recent Activity? ( Repair or Order) Is this a Chronic Problem? Do you need to forward the number? Any troubleshooting performed prior to calling? (Replace defective phone with a known working phone. Like for Like) (Check FAX line with a Analog phone first for dial tone)

77 After Hours? CMC (Communications Management Center) Located in Chicago 7X24 (Takes CSC s Telecom Repair calls after hours, Holidays & Weekends) NOC for the Agency s MPLS Data Network NOC for the Illinois Century Network (ICN)

78 CSC - Telecom Repair Services By Phone Centrex Through the Web (Routine or Low Priority Tickets Only Please) For Network, VoIP or CMS provided Voic Resets - CMS.Voic Reset@illinois.gov IWIN Data Cellular Voice Ken Smith Desk Cell Ken.Smith@illinois.gov

79 Business Services Leslie Barrow, Manager EMS Training Information