client communications guide - gps productions · visit the tandberg movi video enablement...

ETMS COMMS Emerging Technologies Management System

Client Communications Guide

03/08/2011REV 00.01.03

Contents 1 COMMS Overview....................................................................................................................................... 3

1.1 About this Document ............................................................................................................................... 3 1.2 Included Product Communications:......................................................................................................... 3

2 Movi ............................................................................................................................................................. 4 2.1 General Announcement - Movi................................................................................................................ 4 2.2 Hardware Shipping Notification - Movi .................................................................................................... 5 2.3 Movi Account Created ............................................................................................................................. 6 2.4 Account Provisioning Complete - Movi.................................................................................................... 8 2.5 User Account Closed - Movi.................................................................................................................. 10 2.6 Packaging Sticker - Movi....................................................................................................................... 11 2.7 Tandberg Movi Communications Plan .................................................................................................. 11

3 EX90.......................................................................................................................................................... 12 3.1 General Announcement – EX90............................................................................................................ 12 3.2 Installation Information and Capabilities – EX90................................................................................... 14 3.3 Provisioning Complete – EX90.............................................................................................................. 15 3.4 Tandberg EX90 Communications Plan ................................................................................................. 17 3.5 EX90 Instruction Sheet.......................................................................................................................... 18

4 Video Enablement Program Congrats Notification.................................................................................... 20 5 Early Implementors Program Congrats Notification.................................................................................. 21 6 TP Availability Page Now Automated Notification..................................................................................... 22 7 CTS Client Communications - Cross Charge Notification......................................................................... 23

ETMS Cl ient Communicat ions Guide

3 ETMS Cl ient Communicat ions Guide

1 COMMS Overview Over the course of the deployment process, there are several milestones that, when reached, trigger the distribution of specific pre-written (i.e. “canned”) email-based communications.

Note that these messages may be sent via ETMS automatically (when the ETMS DB is updated and a milestone is met) or they may have to be sent manually by the Deployment Lead after editing certain copy within a message template.

Some of the Notification Messages include:

• TelePresence Unit Request Form Received – confirmation message to client.

• Site Assessment in Progress – message to client.

• Assessment Complete - Project Deemed Unfeasible

• Assessment Complete - Pending Client Approval

• Project Approved for Deployment – message after client approval.

• Project in Planning Review Phase -

• Deployment Start Date Notification -

• Deployment Complete, Room is Live -

• ATP Procurement Notifications

1.1 About this Document This document contains several specifically worded “templates” that can be used in client-bound email messages and/or communications sent by ETIT (ETMS) to end-users and pre-adopters of Cisco’s Tandberg Video Enablement Program.

1.2 Included Product Communications: • Movi • EX90 • EX60 (to be added) • Profile Series (to be added)



2 Movi 2.1 General Announcement - Movi

Email Subject: Participation in the Cisco-on-Cisco Video Enablement Program

Video and Emerging Technology IT Enablement Team

Dear User,

We are pleased to announce that you have been selected to participate as an early adopter in the Cisco-on-Cisco Tandberg Video Enablement Program. Through this program, you will be the recipient of a Movi video camera.

The Video and Emerging Technology IT Team is driving this program to promote the collaborative benefits of Movi’s TelePresence-like communications.

What is Movi?

Movi is a portable, hardware and software-based, high definition (HD) video conferencing solution. It allows you to experience crystal clear audio and brilliant HD video conferencing from wherever you need to work. The Movi package includes a PrecisionHD™ USB camera that provides business-class, HD video with exceptional audio quality. Movi will increase your effectiveness, strengthen your business relationships, and decrease your travel expenses.

What Happens Next? Within the next 7 days, we will create your Movi account, provision your video endpoint, and ship the Movi hardware kit to you. Upon completing these steps, you will receive a follow-up message containing your Movi account login credentials and instructions to help you get started. Feel free to contact us if you have any questions at (email alias or phone number?). Regards,




2.2 Hardware Shipping Notification - Movi Email Subject: Your Movi Camera Kit Has Been Shipped


Dear User,

Thank you for participating in the Cisco-on-Cisco Tandberg Video Enablement Program. Your high definition Movi Camera Kit has been shipped to you.

Within a few days (if not already completed), your video endpoint will be provisioned. After provisioning is complete, you will receive a follow-up message containing your Movi account login credentials and instructions to help you get started using Movi for HD video conferencing.

Feel free to contact us if you have any questions at (insert phone number and/or alias).

Regards,




2.3 Movi Account Created

Dear (User), Congratulations, your personal MOVI account has been created and provisioned on the Cisco IT Pilot Production Network. We are in the process of shipping your PrecisionHD USB camera to the address you provided.

What is Movi? Movi is a video conferencing client software application that allows you to experience crystal clear HD video conferencing from wherever you need to work, anytime of the day. You will boost your productivity, increase your effectiveness and strengthen business relationships, while at the same time reducing your travel expenses.

What You Need To Do Next Install Movi. Please follow one of the links below (Windows or Mac) for download and installation instructions.

For Windows Users: http://wikicentral.cisco.com/confluence/display/ETDS/Tandberg+MOVI+Client+Installation+and+Configuration+for+Windows

For Mac Users: http://wikicentral.cisco.com/confluence/display/ETDS/Tandberg+MOVI+Client+Installation+and+Configuration+for+Mac

Your Movi Account Login Information: Username : Your CEC Id. Password : cisco

Current Movi Capabilities:

• Point-to-point calls with Tandberg units across Cisco & Tandberg infrastructures • Call quality set to 768 Kbps default • Presentation/Data sharing • Limited calling over Internet (secure calls on best effort basis) for B2B communications

Capabilities planned for rollout in September/October 2010:

• Point-to-point interoperability between Tandberg and TelePresence units • Multipoint interoperability between Tandberg and TelePresence units

Capabilities not available and under assessment:

• Multipoint among Tandberg units using Multiway is under assessment. • Tandberg Multisite, Meet-me and FindMe features are pending further assessments and currently unavailable. • Guaranteed quality of Video Service is unavailable.



For a detailed list of capabilities and implementation schedule, please visit the Cisco-on-Cisco Tandberg Video Enablement Program page.

Support and Assistance Before requesting support, please check our FAQ located at: http://wwwin.cisco.com/it/services/telepresence/support-qa.shtml

For installation and account provisioning support, please contact: tp-deployment-tech(mailer list)

For post production assistance, contact the dedicated Tandberg /TelePresence support number: 8 574-0666 (in-network) or +1 919 574-0666 to reach a live operator.

You may also open a support case online at: http://wwwin.cisco.com/it/services/telepresence/support.shtml.

Thank you for taking part in the Video Enablement Program. We hope you enjoy video conferencing with Movi. Regards,

Cisco-on-Cisco Tandberg Video Enablement Team



2.4 Account Provisioning Complete - Movi Email Subject: Confidential—Your Movi Account (Save this Email)


Dear User,

Thank you for participating in the Cisco-on-Cisco Tandberg Video Enablement Program. Your new Movi account has been created and provisioned on the Cisco IT pilot production network.

Your Movi Account:

User ID: Your Cisco (CEC) ID. Password: Cisco

What You Need To Do

1. Visit the Tandberg Movi Video Enablement Information site to download the Movi software for your operating system.

2. Connect the USB camera to your computer.

3. Install the Movi software.

4. Launch the Movi client and log into your Movi account using the User ID and password listed above.



What You Can Do With Movi

Video Quality Compared with consumer-based Mac and PC video solutions, Movi offers unparalleled quality, reliability and ease of use.

Content Sharing Share PC / Mac application windows with other similar video conferencing units.

Directory Access & Dialing Access phone book entries or manually dial other video conferencing units.

Audio Privacy Use a headset for privacy (not included). Point-to-Point Calls with other Tandberg Video Systems Make calls between two Tandberg units within Cisco or

Tandberg infrastructures. Video Calls over Internet / Business-to-Business Video Calls

Make video calls over the Internet with standards based video conferencing units (encrypted calls on best-effort basis).

For a detailed list of capabilities and implementation schedule, please visit the Cisco-on-Cisco Tandberg Video Enablement Program page.

Support and Assistance • Check the Video Enablement FAQ: http://wwwin.cisco.com/it/services/telepresence/support-qa.shtml • Contact the dedicated Tandberg /TelePresence support number: 8 574-0666 (in-network) or +1 919

574-0666 for a live operator.

• Open a support case online at: http://wwwin.cisco.com/it/services/telepresence/support.shtml.

Enjoy HD video conferencing with Movi!

Regards,




2.5 User Account Closed - Movi Email Subject: Your Movi Account Is Closed


Dear User, We would like to inform you that your Movi account has been closed for the following reason: [N]

[1] Completion of terms of program [2] User self termination [3] Abuse or unauthorized account activity [4] Other violation of terms of use If you have any questions, please contact (alias or phone number?). Regards, Video and Emerging Technology IT Enablement Team



2.6 Packaging Sticker - Movi

Dear Video Enablement Program User,

Congratulations, your Movi user account on Cisco’s IT pilot production network has been provisioned and is now active. Your Movi account user name and password has been recently emailed to your Cisco account from [“conc_tandberg_deploy(mailer list)"].

For more information, please visit the Tandberg Movi Video Enablement Information page at: http://wikicentral.cisco.com/confluence/display/ETDS/Movi

Regards,


2.7 Tandberg Movi Communications Plan

Type / Model

Description / Objective

Audience Channel Owner Reviewer Target Date / Frequency

Status / Notes

Movi General Announcement

Video Enablement Program users

Email ETIT Deployment, Strategy, Ops

Once

Movi Hardware Shipping Notification



Once

Movi Provisioning of User Account Complete



Once

Movi Packaging Sticker


Sticker on Shipment

ETIT Deployment, Strategy, Ops

Once



3 EX90 3.1 General Announcement – EX90

Email Subject: Thank You for Participating in the Cisco-on-Cisco Video Enablement Program

Video and Emerging Technology IT Enablement Team January 06, 2011

Dear User, Congratulations. We are pleased to announce that you have been selected to participate (as an early adopter) in one of Cisco’s Video Endpoint Enablement Programs. You will receive a TANDBERG EX90 video endpoint system. Your TANDBERG EX90 is scheduled to ship today. Nevertheless, we will notify you again after your unit does indeed leave the manufacturer.

What is the CTS EX90? The EX90 is a versatile collaboration and productivity tool that will transform your everyday office environment into a personal telepresence space.

Connect and collaborate with others in glorious high quality 1080p video resolution on large 24" HD displays. Use the included 90° rotating PrecisionHD camera to share presentations, documents and multimedia content with anyone, anywhere.

What Happens Next?

Please complete the following 3 steps:

Step 1: After receiving the EX90, install the unit at your planned location. Click the link below for installation instructions. How to Install your EX90.

Step 2: Identify the IP address of your EX90 (for example: 216.123.121.183). Click the link below for help identifying your EX90’s IP address. How to Find the IP address of your EX90.



Step 3: Send your EX90’s IP address in an email to [email protected] Our provisioning team must know your unit’s IP address to properly configure the network for your video endpoint. After completing your unit’s configuration and provisioning, we will send you a final “All Systems Go” message to confirm that your EX90 video endpoint is ready for use. The Video and Emerging Technology IT Enablement Team is driving this program in an effort to promote the team building and collaborative benefits of telepresence-like communications.

Feel free to contact us if you have any questions ([email protected]). Regards, Video and Emerging Technology IT Enablement Team



3.2 Installation Information and Capabilities – EX90 Email Subject: Getting Started with Your EX90


Dear User, Thank you for taking part in Cisco’s Video Enablement Program. By now you should have received your CTS EX90, we would like to provide some information to help you get started. Step 1: Install your EX90. Click the link below for installation instructions. How to Install your EX90. Step 2. Identify the IP Address of your EX90. Follow the link provided for help identifying your EX90’s IP address. How to Find the IP Address of your EX90. Step 3. Send us the IP address of your EX90 unit. (Note that we need to enter your unit’s IP address into our system before your endpoint can go live). Please email your EX90’s IP address to “mailto:[email protected].”

Then What Happens? After we receive your EX90’s IP address, we will finish provisioning the network for your video endpoint. We will then send you a final “All Systems Go” message to confirm that your EX90 video endpoint is ready for use.

What is the TANDBERG EX90? The EX90 allows you to share presentations, documents and multimedia content with others in magnificent 1080p HD. Below are some of its capabilities.

For a detailed list of current capabilities and scheduled enhancements, please visit the Cisco-on-Cisco Tandberg Video Enablement Program page.

Support and Assistance • Check the Video Enablement FAQ: http://wwwin.cisco.com/it/services/telepresence/support-qa.shtml

• Contact the dedicated Tandberg /TelePresence support number: 8 574-0666 (in-network) or +1 919 574-0666 for live operator.


We hope you enjoy video conferencing with your new TANDBERG EX90.

Regards,




3.3 Provisioning Complete – EX90 Email Subject: Provisioning Complete, Your EX90 is Provisioned


Dear User,

Congratulations, your EX90 video endpoint has been provisioned and is live (All Systems Go) on Cisco’s IT Pilot Production Network.

Please refer to the link below for how to use your EX90

Using your EX90

Current Capabilities:

Video Quality Compared with consumer-based Mac and PC video solutions, Movi offers unparalleled quality, reliability and ease of use.


Directory Access & Dialing Access phone book entries or manually dial other video conferencing units.

Audio Privacy Use a headset for privacy (not included).

Point-to-Point Calls with other Video Systems

Make calls between two Tandberg units within Cisco or Tandberg infrastructures.

Video Calls over Internet / Business-to-Business Video Calls


Interoperability with TelePresence Video Systems

Ability to make calls between Cisco TelePresence and Tandberg video systems is targeted for rollout in Q2, FY11



Multipoint Calls with other Tandberg Video Systems

Ability to include multiple Tandberg video systems in the same call is targeted for rollout in Q2, FY11

Support and Assistance

• Check the Video Enablement FAQ: http://wwwin.cisco.com/it/services/telepresence/support-qa.shtml

• Contact the dedicated Tandberg /TelePresence support number: 8 574-0666 (in-network) or +1 919 574-0666 for live operator.


We hope you enjoy video conferencing with your new TANDBERG EX90.

Regards,




3.4 Tandberg EX90 Communications Plan

Type / Model

Description / Objective

Audience Channel Owner Reviewer Target Date / Frequency

Status / Notes

EX90 General Announcement / Unit Shipped


Email ETIT Once

EX90 Installation Information


Email ETIT Once

EX90 Provisioning Complete


Email ETIT Once

EX90 Packaging Sticker


Sticker on packaging

ETIT Once



3.5 EX90 Instruction Sheet

Step 1: Install your EX90. Click the link below for installation instructions. How to Install your EX90.

Step 2. Identify the IP Address of your EX90. Follow the link provided for help identifying your EX90’s IP address. How to Find the IP Address of your EX90.

Step 3. Send us the IP address of your EX90 unit. (Note that we need to enter your unit’s IP address into our system before your endpoint can go live). Please email your EX90’s IP address to “mailto:[email protected].”

What is the TANDBERG EX90?

For a detailed list of current capabilities and scheduled enhancements, please visit the Cisco-on-Cisco Tandberg Video Enablement Program page.

Please refer to the link below for how to use your EX90

Using your EX90

What is the CTS EX90?

The EX90 is a versatile collaboration and productivity tool that will transform your everyday office environment into a personal telepresence space. The EX90 allows you to connect and collaborate with others in glorious 1080p30 high definition video resolution on large 24" HD displays. Use the 90° rotating PrecisionHD camera to share presentations, documents and multimedia content with anyone, anywhere.

Below are some of its capabilities.

EX90 Capabilities:

Video Quality Compared with consumer-based Mac and PC video solutions, the EX90 offers unparalleled quality, reliability and ease of use.


Directory Access & Dialing

Access phone book entries or manually dial other video conferencing units.

Audio Privacy Use a headset for privacy (not included).

Point-to-Point Calls with other Video Systems

Make calls between two Tandberg units within Cisco or Tandberg infrastructures.

Video Calls over Internet / Business-to-Business Video Calls


Interoperability with TelePresence Video Systems

Ability to make calls between Cisco TelePresence and Tandberg video systems is targeted for rollout in Q2, FY11



Multipoint Calls with other Tandberg Video Systems

Ability to include multiple Tandberg video systems in the same call is targeted for rollout in Q2, FY11

Support and Assistance

• Check the Video Enablement FAQ: http://wwwin.cisco.com/it/services/telepresence/support-qa.shtml

• Contact a Tandberg/TelePresence live support operator: 8 574-0666 (in-network) or +1 919 574-0666.

• Open a TelePresence-related support case online at: http://wwwin.cisco.com/it/services/telepresence/support.shtml.

The Video and Emerging Technology IT Enablement Team is driving this program in an effort to promote the team building and collaborative benefits of telepresence-like communications.

Feel free to contact us if you have any questions @ [email protected]. Regards, Video and Emerging Technology IT Enablement Team



4 Video Enablement Program Congrats Noti f icat ion

Emerging Technology IT Video Enablement Team September 22, 2010

Dear User, We are pleased to inform you that you have been selected to participate in the Video Enablement Program. Managed by the Emerging Technology IT Video Enablement Team, this program lets you experience crystal clear HD video conferencing that is designed to enhance team collaboration while reducing travel expenses. Within the next 7 days, we will create and provision a video endpoint account for you. After completing these steps, we will send you a follow-up message [from “conc_tandberg_deploy(mailer list)"] containing your login information and instructions to help you get started. Thank you for participating, we hope enjoy and make good use of this program. Regards, Cisco on Cisco Tandberg Video Enablement Program



5 Early Implementors Program Congrats Noti f icat ion

Emerging Technology IT Video Enablement Services October 1, 2010

Dear User, We are pleased to inform you that you have been selected to participate (as an early adopter) in Cisco’s Video Endpoint Enablement Program. This program lets you experience crystal clear HD video conferencing while reducing your overall travel expenses. What Happens Next? Within the next 7 days, we will create and provision a video endpoint account for you. After completing these steps, we will send you a follow-up message [from “conc_tandberg_deploy(mailer list)"] containing your login information and instructions to help you get started. Feel free to contact us if you have any questions. Regards, Cisco on Cisco Tandberg Video Enablement Program



6 TP Avai labi l i ty Page Now Automated Noti f icat ion From: Cisco Emerging Technology Deployment Services From Email: Existing To: <TBD – need to figure out who to send it to, Stake holders, impacted, TRE…etc)

Subject: Cisco TelePresence Availability Page Now Automated!

Cisco TelePresence Availability Page Now Automated! September 23, 2010

Dear Colleagues and Cross-Functional Team Members,

We are pleased to announce that the Cisco TelePresence Location Availability Page (http://wwwin.cisco.com/it/services/telepresence/availability.shtml) is now fully automated to provide you with up-to-the-minute information regarding TelePresence room availability worldwide.

Originally, the TelePresence Location Availability Page presented links to static pages that displayed room availability data that had to be updated manually, sometimes resulting in a delay of several weeks.

Many thanks to the teams involved for their efforts in making this happen. Much appreciated.

Regards,

Cisco on Cisco Emerging Technology Deployment Services

Fred Handed Fill Erupps

Program Manager IT Manager

© 2010 Cisco Systems, Inc. All rights reserved. Privacy Statement and Trademarks of Cisco Systems, Inc.



7 CTS Cl ient Communicat ions - Cross Charge Noti f icat ion Subject: Cross-charge notification for CFP#: [NNNN].

Dear (User’s First Name),

We hope you are enjoying your new TelePresence video endpoint unit. Please note that when you originally ordered your TelePresence unit, you agreed to provide funding (via internal cross charged transactions) for the following items:*

One-time charge for Planning, Design and Implementation (PDI): $3000

Recurring quarterly charge for system support and maintenance: $2195

Total amount to be charged at end of quarter Q: [4] Y: [2011] $5195

Here is how it works. Toward the end of this fiscal quarter, your department [Dept #: 020233337]** will incur a one-time cross charge debit of $5195.00 for PDI and support / maintenance of your TelePresence video endpoint system. Then beginning at the end of next quarter, your department will be charged a recurring quarterly cross charge debit of $2195.00 for system support and maintenance. For questions regarding your TelePresence unit, please contact: [email protected].

Sincerely, TelePresence Finance Team

* All charges are subject to change at any time based on existing partner contracts. ** If the department number listed above is incorrect, please visit the Cross Charge Client Approval page and update the department number.

For information regarding the above charges, please visit the Cisco TelePresence Budget page.

Note that these are allocation cross charges. As a result, they are sanctioned under Cisco's Q1FY10 Cross Charge Policy. Cross charging is used by departments to transfer revenues or expenditures internally from one business unit or organization to another. Cisco’s Financial Accounting team processes all internal cross charges. Please do not reply to this message.

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