VoIP Phone Deployment Area/Department Deployment Team Guidelines

VoIP Phone Deployment Area/Department Deployment Team Guidelines VoIP phone deployment will replace current ITE phones. A team from each Area/Department will be required to assist with the new phone deployment. Not all ITE phones will be replaced in Phase 1, they will be addressed in Phase 2. ITE phones that are not replaced initially in a building will continue to work until they are replaced. Team Responsibilities 1. Be available (or have backup personnel available) to carry out deployment responsibilities. 2. Attend and understand ITS provided Cisco phone orientation. 3. Sign for phone delivery and secure phone inventory. Areas will need to provide a responsible person to sign for the phones. 4. Distribute phones to designated locations in your building. You will need to have access to all offices and room locations where phones need to be placed so you may need to obtain master keys. 5. Set up phones on scheduled day of deployment. 6. Distribute Area/Department Ethernet cables where necessary. 7. Connect phones and determine that Cisco phones are powered and registered. 8. Report Cisco phone problems that you cannot quickly resolve to the ITS Deployment Desk in building lobby. 9. Explain transition period phone behavior to Area/Department phone users. 10. Explain how to use Cisco phones to Area/Department phone users as required to augment ITS Cisco phone training for all users. 11. Disconnect, collect, sort, and stage ITE phones and cables for WSU Recycling Services pickup. On Deployment Day: Friday after Deployment : ITS Deployment Desk will be set up in the lobby or your building. WSU Recycling will pick-up your inventory of ITE phones from Loading Dock or Lobby. If deployment is on a Thurs. or Fri. the pick-up will occur one week later. Distributing Phones in Your Building The new Cisco phones should be distributed to their designated locations, and at any time prior to or on the Deployment Day. New Cisco phones must NOT be connected to the network or computers until Deployment Day. The new Cisco phones should be placed in the locations designated on the box label. The room and jack location designations for the new phones are provided: on a Deployment spreadsheet presented to the Area/Department Deployment Team; and on a yellow printed label attached to each individual Cisco phone box. 0812*-*1079**-105 is a typical designation and signifies building 0812, room 1079, jack 105. Prior to deployment DO NOT remove a Cisco phone from its box (with the yellow box label) as the label ties the phone to its designated location. When you are uncertain of a phone s designated location return it to the Deployment Desk. Deployment Guidelines 4/12/2011 Page 1

Set Up Phones New phones must NOT be connected to the network or computers until Deployment Day. Each phone is boxed with: Phone base unit, Handset, Handset cord, Foot Stand, 5 Ethernet cable Assembly Procedure 1. Connect short leader end of the curly handset cord into the handset jack. Push firmly until plug is entirely in handset. You should hear a click. 2. Connect long leader end of the curly handset cord into phone jack signified with the handset (not headset) icon. Push firmly until plug is flush with the chassis. Secure long leader in chassis handset retention slot. 3. Connect the foot stand for either high or low-angle support. With the Cisco logo on the foot stand facing away from the phone fully engage the two broad foot stand cleats into the broad foot stand chassis receptacles and pull the foot stand towards the top of the phone until it snaps firmly into place. Low angle: use the (top) slanted foot stand chassis receptacles. High angle: use the (lower) flat foot stand chassis receptacles. If desired, rotate handset cradle rest 180 to provide a more secure handset rest. Connecting the New Cisco Phones and Confirming Registration Note: Before you hook the phone up to the computer, please close all applications (especially Outlook) before you connect the computer to the phone. Sometimes Outlook does not sync up afterwards if you just swap cables. Connections: The new Cisco VoIP phones are designed to connect to and be powered by the Ethernet network. The phones have an integral Ethernet switch providing Ethernet connectivity for one computer. Phones can be connected with or without a computer. The typical set ups are either: WSU Ethernet Jack <-----> Cisco Phone WSU Ethernet Jack <-----> Cisco Phone <-----> Computer Phone Connection: Computer Connection: Connect the NETWORK jack on the bottom of the Cisco phone to the WSU designated wall jack with an Ethernet cable. If the designated jack previously connected a computer, you might want to disconnect the Ethernet cable at the computer and plug it into the phone. Plug an Ethernet cable into the COMPUTER jack on the bottom of the phone and the other end into the computer s Ethernet jack. You can use the 5 Ethernet cable supplied with the phone for this, but Areas or Departments must supply their own longer cables when the Cisco 5 cables are too short. Registration: Once connected, the phone automatically initiates registration which identifies the phone as a node on the Cisco VoIP network. The initial registration requires several cycles and can take up to six minutes. Registration is successfully completed when the phone number appears in the upper right Deployment Guidelines 4/12/2011 Page 2

corner of the phone s display and the phone has dial tone. Check that the display phone number and the phone number on the box label are the same. Troubleshooting Problem (Symptom) Phone doesn t power up no lights and no display. Phone displays Phone Not Registered for more than 6 minutes. Phone display shows phone number different from that on box label. A phone on the Deployment spreadsheet cannot be found among the delivered phones (Missing phone). Designated jack has an attached mini-switch. Phone exhibits Quality of Service issues (static, volume, other noise, bad display) Action Check that Ethernet cables are plugged into correct phone ports. Re-plug if wrong. WSU Ethernet jack is connected to phone s NETWORK port. Computer (optional) is connected to phone s COMPUTER port. Check that Ethernet cable is plugged into designated jack on wall and correct if wrong. Check that all Ethernet cables are fully seated in their jacks. Check that you are using an Ethernet cable and not the old ITE phone cable. Check that the phone plugs directly into the wall jack and not an intermediate Ethernet device (e.g., a miniswitch). If still having problems, report to ITS Deployment Desk in Lobby Report to ITS Deployment Desk in lobby. Check that this is the correct phone for this location. Find the designated location on the Deployment spreadsheet and MAC assigned to that location. Compare the MAC label on bottom of phone to spreadsheet MAC. If the MACs are different, you have deployed the wrong phone. Find the right phone. If the MACs are the same, report phone as improperly provisioned with wrong number to ITS Deployment Desk in lobby. Report to ITS Deployment Desk in lobby. If switch is connected to a single Ethernet device (computer, printer, etc.) remove the switch, plug phone into designated jack and plug computer into phone. If the switch is connected to multiple Ethernet devices (computers, network printers, etc.) the options are: Find an active data jack which is not a designated Cisco phone jack and plug the mini-switch and its devices into that jack. You must not create a safety or fire hazard by installing long cables to or from the VoIP instrument. Activate a new data jack (at Area/Department s expense to support the mini-switch and its devices). This will require a Workorder and will take additional time to complete Report issues to the ITS Deployment Desk in lobby. Deployment Guidelines 4/12/2011 Page 3

Extension phones ringing order is unpredictable. This happens when extensions are a mix of Cisco and ITE phones. Phone user expected a different phone model. ITE phone continues to receive calls several days after deployment. In most cases, this is an issue that will resolve itself when all extensions are Cisco deployed. Leave the phone deployed and report to the phone user s supervisor/afo/ato. Report to the ASA Help Desk (5-3377). You need to be careful of old, home-made Ethernet cables of extended length. May need to purchase some new cables to replace those that have been in use with computers for some time, but which may be of marginal quality. Phone Behavior During Phone System Transition The new phone system will not be transitioned to fully support your new Cisco phones for a day or two after deployment in your building. During the transition period the replacement Cisco phone and ITE phone will exhibit the following behavior, except in those cases where we will be changing the existing ITE jack to the VoIP connection, in which case the phone service will be unavailable for up to a few hours. Phones with multiple line appearances may not operate as expected until all the phones that have those lines are deployed. If there are problems with deploying a particular Cisco phone the day of deployment, callers from other Cisco phones may have the call ring busy or go to voice mail. Typical / Expected Behaviors ITE Phones (during transition) Incoming Calls Will receive outside calls and calls from WSU ITE phones. Outgoing Calls Can make calls to WSU ITE phones and outside calls (7 or 9 prefix) Voice Mail Cisco voice mail access. Cisco Phones (during transition) Will receive calls from WSU Cisco phones only. Can make calls to all WSU phones and outside calls (7 prefix) Cisco voice mail access. The transition to the new VoIP system is complete when a new Cisco phone is fully functioning (sends and receives all calls) and old ITE phones cannot make or receive calls (ITE phone annunciates Vacant Line ). At that time you can unplug the ITE phone so that it can be collected for recycling. Also, when the new phones are first hooked up, they will share the Voice Mailbox with the old ITE phone, but the Voice Mail Indicator Light will only light on the old ITE Phone until the next day when we turn off the ITE Phone. Once we swing the service completely to the IP Phone the VM Indicator will light on that phone. Collection and Recycling of ITE Phones Once the Cisco system transition is complete the ITE phones can be disconnected and collected by the Area/Department deployment team. The ITE models (ITE-4, ITE-12+, ITE-12S, ITE-12SD, and ITE- 30SD) should be sorted and boxed by model. You will then be responsible for coordinating with Surplus Stores the pickup of the old ITE phones; Ron Redman has asked that Areas use their on-line form to schedule a pickup: http://facops.wsu.edu/sur_pickup.asp Deployment Guidelines 4/12/2011 Page 4

Phones need to be boxed by model and a count of the phones needs to be prepared for WSU Recycling. For best ITE phone packing efficiency: 1. Remove handsets, handset cords, and line cords from phones; 2. Stack phones on their sides alternating top-face-to-bottomface, then back-to-back (see diagram right); and 3. Stack all handsets in a separate box. 4. Put handset cords in a separate box. 5. We do not need to have you collect old phone line cords. Box Label Fields Area Building Phone# SeqNum Closet Phone Type Room Data Jack Department (ITECONV if using ITE Jack) Directory Name Quantum# 18 HOLLAND LIBRARY 59623 183894 0062*-*0222T 6921 0221A 0062*-*0221A*-026 LIBRARIES ITECONV LIBRARY ADMIN OFFICE 66899 Deployment Guidelines 4/12/2011 Page 5