alexa mcgill telecommunications manager … · 2010-08-19 · siemens call center management &...
TRANSCRIPT
ALEXA MCGILLTELECOMMUNICATIONS MANAGER
INFORMATION TECHNOLOGY DIVISION
AGENDA NEW TELEPHONY PLATFORMS
Minimum Requirements
Desired Capabilities
IMPLEMENTATION
Project Management
Technical Engineering & Support
Training
INTEGRATED SOLUTION WITH LEGACY PLATFORMS (INTEROPERABILITY)
SYSTEM MAINTENANCE & SUPPORT
NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS
CARRIER GRADE COMMUNICATION SERVER (TELEPHONE SYSTEM)
VOICE MESSAGING SYSTEM
CALL ACCOUNTING SYSTEM
CONFERENCE BRIDGE
CALL CENTER
INTEGRATED VOICE RESPONSE ?
NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS
TELEPHONE SYSTEM
CURRENT PLATFORM
SIEMENS MODEL 70 V9005.6.83
5 NODES Wired For Capacity: 7,750
Ports
Analog 1,516
Digital 4,904
Trunk Ports: 692
Total Configured Ports 7,112
SIEMENS MODEL 80 V6.5.011 Wired For Capacity: 224 Ports
Analog 2
Digital 14
Trunk Ports: 96
BRI -Video 64
Total Configured Ports 176
TOTAL CONFIGURED PORTS 7,288
WHAT WE ARE BUYING
CARRIER GRADE COMMUNICATION SERVER
High Reliability & Redundancy - 99.999% reliability
Redundant Processor
Scalability - to 10K ports
Robust Security
System Administration
Standards Support
Remote Administration
NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS
TELEPHONE MODELS
CURRENT PLATFORM
Siemens Digital Telephones 624 - 24 Programmable keys
624L - 24 Programmable keys with LED Display
624S - 24 Programmable keys with & Speaker
624SL - 24 Programmable keys with LED display & Speaker
612 - 12 Programmable keys
612L - 12 Programmable keys with LED Display
612S - 12 Programmable key with Speaker
612SL - 12 Programmable key with LED Display & Speaker
312 - Single line
312L - Single line with Display
Non-Siemens Telephones * PolyCom Speakerphone
CV – Single line
STE – Secure Phones
Elevator Phone
Weatherproof
WHAT WE ARE BUYING
Telephone Models & Quantities
4,000 General User
500 Executive/Administrative
700 Public Space
1,300 Analog
* Non-Siemens Telephones will remain in service
NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS
VOICE MESSAGING SYSTEM
CURRENT PLATFORM
OCTEL ARIA 250 MESSAGE SERVER V3.00.09-1
Installation Date 1986 predating the Siemens Telephone System
EOL ANOUNCED IN 2008
CONFIGURATION:
RTU licensing to support 9K profiles, however disc space prevents such expansion.
40 Channels
3,664 Standard Voicemail Boxes
Less than 50 Voicemail Boxes with Out-calling Feature
One Call Processing Application (Menu Options)
Monthly Backup to Tape
WHAT WE ARE BUYING
NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS
CALL ACCOUNTING SYSTEM
CURRENT PLATFORM
ISI INFORTEL SELECT V7.0
NAME based Call Accounting System
RTU licensing supports 9,000 profiles
Basic 2 Level Hierarchy
Captures Inbound & Outbound Calls
Manual Data Entry to the Data Base
Web-based features & functionality (not used)
Custom & Standard Reports created in Word folders
Interfaces with PeopleSoft Financials for monthlycost allocation
Vehicle for ITD Desktop Allocation to all Departments
Equipment Interfaces: Two PollCats Call Detail Recorders (CDR) –
Model 70 & Model 80
Server Platform: Windows 2000 Server/SQL Server 2000
WHAT WE ARE BUYING
EXTENSION based Call Accounting System
RTU licensing to support 7,500 profiles
Organizational Hierarchy of 5 Levels
Supports three CDR outputs
Web-based features & functionality
Web-based reports with dynamic passwords
Custom & Standard Reports
Storage Capacity - 2 year record retention
Record Local, Regional, Long Distance & International calls
Calculate chargeback for Long Distance & International calls using FTS Networx Rate Table (Verizon)
Assign Fixed Charge to all active extensions
NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS
CONFERENCE BRIDGE
CURRENT PLATFORM
FORUM– CONFER II 15 5.00
Three (3) 12 Port Bridges
Two (2) 6 Port Bridges
Configured as Pilot Hunt Groups in the Model 70
No GUI Interface
No Interface to Outlook Calendar for Invitations &/or Scheduling
Schedule managed by Help Desk on stand alone calendar
WHAT WE ARE BUYING
NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS
CALL CENTERCURRENT PLATFORM
SIEMENS Call Center Management & Reporting Tools Rel. 3.0
Business View Composer –Modify ACD Application Software
Business View Observer –Supervision
One application design – ITD Help
Desk
WHAT WE ARE BUYING
Call Center Management System
NEW TELEPHONY PLATFORMS
MINIMUM REQUIREMENTS
INTEGRATED VOICE RESPONSE
CURRENT PLATFORM
SDC – A Division of AMCOMM
INTELLISPEECH V6.0.66
Upgraded platform installed in September 2008
Integrated with daily PeopleSoft HR uploads
Directory Assistance for internal/external calls to BNL main TN
Processes an average of 2,200 call per week
Less than 40 calls per day are routed off-site for Directory Assistance
Equipment Interfaces:
Two (2) Dell PowerEdge 2950 2UServers
WHAT WE WILL CONSIDER
A replacement platform at no additional cost with the following minimum requirements:
Call handling volume capabilities up to 1000
calls per day
The ability to support daily PeoplesoftHR
uploads of valid directory information with
an ability to schedule more frequently if
needed
The ability to route unsuccessful calls offsite
to a third party for resolution and transfer
back to the proper person at BNL
Otherwise, full integration with the current IVR
application is required.
NEW TELEPHONY PLATFORMS
DESIRED CAPABILITIES
INTEGRATED MESSAGING
SOFTPHONE TECHNOLOGY
MOBILITY TECHNOLOGY
PRESENCE
INTEGRATED VOICE, DATA & VIDEO CONFERENCING
FAX TECHNOLOGY
ENHANCED 911 CAPABILITY
CALL CENTER ENHANCEMENTS
IMPLEMENTATION
PROJECT MANAGEMENT
Dedicated Project Manager for project timeline
Certified Technical Personnel
Station Reviews
Stage system infrastructure
Equipment installations & Cutovers
De-installation of Siemens equipment
IMPLEMENTATION
TECHNICAL ENGINEERING & SUPPORT
System Design & Optimization
System Configuration
Station Configuration
Integration
Voice Network Design & Dial Plan
Traffic Analysis
Implementation support
Acceptance Testing
IMPLEMENTATION
TRAINING
System Administration TrainingTelecommunications Staff of four
- Full Certification Training for two
Network Staff of nine
Documentation
Call Center Training Call Center Manager & Agents
- Management system
- Reporting
- Scripting
- Documentation
End User TrainingTrainer to schedule & present classes during implementation phases
Reference material & Quick Reference Guides
INTEROPERABILITY SIEMENS 9751 MODEL 70 V9005.6.83 & MODEL 80 V6.5.011
VOICE NETWORK – Optimum Lightpath & Verizon
DIAL PLAN
911
HELP DESK
OCTEL ARIA 250 MESSAGE SERVER V3.00.09-1
ISI INFORTEL SELECT V8.0
INTELLISPEECH V6.0.66 IVR
FORUM CONFERENCING BRIDGES – CONFER II 15 5.00
VIDEO TELECONFERENCING
INTEROPERABILITY
SIEMENS 9751 MODEL 70 V9005.6.83SIEMENS 9751 MODEL 80 V6.5.011
SIEMENS MODEL 70 V9005.6.83
5 NODES
Wired For Capacity: 7,750 Ports
Analog 1,516
Digital 4,904
Trunk Ports: 692
Total Configured Ports 7,112
SIEMENS MODEL 80 V6.5.011
Wired For Capacity: 224 Ports
Analog 2
Digital 14
Trunk Ports: 96
BRI -Video 64
Total Configured Ports 176
ITD HELP DESK CALL CENTER
Siemens Call Center Management & Reporting Tools Rel. 3.0
Business View Composer – Modify ACD Application Software
Business View Observer –Supervision
INTEROPERABILITY
SIEMENS 9751 MODEL 70 & MODEL 80Cornet Fiber Connectivity
INTEROPERABILITY
VOICE NETWORK & DIAL PLANLocal, Regional & Long Distance
INTEROPERABILITY
INTEROPERABILITY
SIEMENS MODEL 80 V6.5.011
SIEMENS CALL CENTER MANAGEMENT & REPORTING TOOLS REL. 3.0
Business View Composer – Modify ACD Application Software
Business View Observer – Supervision
Help Desk Staff:• One manager • 6 Agents
Call Volume:
• Calls Per Day
Hours of Operation:• 8:00 AM to 5:30 PM Monday-Friday• After Hour Coverage to Third Party Answering Service
INTEROPERABILITY
OCTEL ARIA 250MESSAGE SERVER V3.00.09-1
3819 Standard Voicemail Boxes
Less than 50 Voicemail Boxes with Out-calling
Feature
INTEROPERABILITY
Interfaces with PeopleSoft Financials for allocation of monthly Usage Charge (Long Distance & International)
Vehicle for monthly allocation of ITD Desktop Charge to all Departments
Second PollCat CDR on the Siemens Model 70 supports Staff Services “Hotel/Motel” billing system for Apartments & Dormitories
INTEROPERABILITY
INTELLISPEECH V6.0.66INTEGRATED VOICE RESPONSE
DIRECTORY ASSISTANCE
Bldg. 459
IVR 2 - SECONDARY
Name:
Bldg. 449
IVR 1 - PRIMARY
SIEMENS Model 70
Distribution HUNT Group XXXXDuring outage
FORWARD RNA??? & BSY TO XXXX
Distribution HUNT Group XXXXDuring outage
FORWARD RNA??? & BSY TO XXXX
XXXXGROUP
MEMBERS:
Total 16
EXTENSIONS
XXXXXX – IVR 1
XXXXXX – IVR 2
XXXXXX – IVR 1
XXXXXX – IVR 2
XXXXXX – IVR 1
XXXXXX – IVR 2
XXXXXX – IVR 1
XXXXXX – IVR 2
XXXXXX – IVR 1
XXXXXX – IVR 2
XXXXXX – IVR 1
XXXXXX – IVR 2
XXXXXX – IVR 1
XXXXXX – IVR 2
684016– IVR 1
XXXXXX – IVR 2
XXXX
GROUP
MEMBERS:
Total 8
EXTENSIONS
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
Internal calls dial X: 8000
Outsider caller dial 631-344-8000 PBX SOFTWARE
HUNT GROUP PILOT 8000
Group No. XX
(No members)
FORWARD BUSY TARGET
XXXX
PAD #
01/ XXXXXX
01/ XXXXXX
01/ XXXXXX
01/ XXXXXX
01/ XXXXXX
01/ XXXXXX
01/ XXXXXX
01/ XXXXXX
PAD #
02/ XXXXXX
02/ XXXXXX
02/ XXXXXX
02/ XXXXXX
02/ XXXXXX
02/ XXXXXX
02/ XXXXXX
02/ XXXXXX
XXXXGROUP
MEMBERS:
Total 8
EXTENSIONS
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
XXXXXX
214
3
6 5
8 7
109
16
1412
15
13
11
INTEROPERABILITY
INTEGRATED VOICE RESPONSEINTELLISPEECH V6.0.66
Directory AssistanceFor
Brookhaven National Laboratory
INTEROPERABILITY
FORUM CONFERENCING BRIDGES
CONFER II 15 5.00Three (3) 12 Port Bridges
Two (2) 6 Port Bridges
Conf Bridge #1 Conf Bridge #2 Conf Bridge #3 Conf Bridge #4 Conf Bridge #5
6261 2261 8261 6363 8383
GRP# 46 GRP# 99 GRP# 85 GRP# 26 GRP#33
1 68XXXX 68XXXX 68XXXX 68XXXX 68XXXX
2 68XXXX 68XXXX 68XXXX 68XXXX 68XXXX
3 68XXXX 68XXXX 68XXXX 68XXXX 68XXXX
4 68XXXX 68XXXX 68XXXX 68XXXX 68XXXX
5 68XXXX 68XXXX 68XXXX 68XXXX 68XXXX
6 68XXXX 68XXXX 68XXXX 68XXXX 68XXXX
7 68XXXX 68XXXX 68XXXX
8 68XXXX 68XXXX 68XXXX
9 68XXXX 68XXXX 68XXXX
10 68XXXX 68XXXX 68XXXX
11 68XXXX 68XXXX 68XXXX
12 68XXXX 68XXXX 68XXXX
INTEROPERABILITY
VIDEO TELECONFERENCING
BUILDING DEPARTMENT HARDWARE ISDN/Model 80
IP
464 DOE Polycom VSX 7000 E (631) 591-XXXX N/A
488 Berkner Polycom HDX 9002 (631) 591-XXXX YES
510 Physics Polycom VSX 7000 A (631) 591-XXXX YES
510 Physics Polycom VSX 8000 N/A YES
515 ITD Polycom VSX 7000 A (631) 591-XXXX YES
515 ITD Tandberg 1000 N/A YES
750 HFBR Tandberg 6000 N/A YES
817 NSLS II Polycom VSX 8000 (631) 591-XXXX YES
911 Collider Accelerator Polycom Viewstation FX (631) 591-XXXX YES
MINIMUM REQUIREMENTS INCLUDE AN INSTALLATION & INTEGRATION PLAN FOR
CARRIER GRADE COMMUNICATION SERVER (TELEPHONE SYSTEM)
VOICE MESSAGING SYSTEM
CALL ACCOUNTING SYSTEM
CONFERENCE BRIDGE
CALL CENTER
INTEGRATED VOICE RESPONSE ?
DESIRED CAPABILITIES
INTEGRATED MESSAGING
SOFTPHONE TECHNOLOGY
MOBILITY TECHNOLOGY
PRESENCE
INTEGRATED VOICE, DATA & VIDEO CONFERENCING
FAX TECHNOLOGY
ENHANCED 911 CAPABILITY
CALL CENTER ENHANCEMENTS