voice over ip at harvard university

Harvard University Information Systems

Voice Over IP at Harvard UniversityVoice Over IP at Harvard University

Building the “Next Generation” of Converged Infrastructure

Susan DeLellis, Senior Project ManagerHarvard University Information SystemsCommon Solutions Group, May 9, 2001

Voice……. Data …….. Video ……


Why Harvard University Chose to Explore VoIP & What we Hope to Get out of it

Harvard’s VoIP Pilot End-User Feedback for Phase I. Lesson’s Learned Thus Far Next Steps for Harvard

Voice Over IP at Harvard UniversityVoice Over IP at Harvard University

What I Plan to Share with You Today:What I Plan to Share with You Today:


What is it?What is it?

The Convergence of legacy Voice and Packet Networks – both voice and signaling information are transported over the Internet Protocol (IP)

The Merging of Related Operational & Support Policies,

Procedures and Systems

Voice Over IPVoice Over IPDelivering Voice Services Over the Data Infrastructure


The Strategic Implications of VoIP The Strategic Implications of VoIP Technology in the EnterpriseTechnology in the Enterprise

Support for New Services & Emerging Applications

Convergence of Infrastructure, Staffing, Operations & Mgt.

Challenges Traditional Telecommunications Delivery &

Support Models

Dissolving Boundaries for Calling Areas

Managing the Mobility & Flexibility of Deployment

Defining & Incorporating a New Costing/Pricing Model into

The Environment


Voice Over IP Pilot At HarvardVoice Over IP Pilot At Harvard

The Purpose of the Pilot:

Explore the Viability and Benefits of the Technology and

Operational Systems in the True Harvard Environment

Develop and Refine the New Delivery and Support Models of the

“Converged” Infrastructure

Explore and Refine Technical Architecture and Costing Models

Document and Assess the “End User Experience”

Continue to Track the Evolution of Standards for VoIP Technology and Prepare for RFI/RFP


The Harvard VoIP Pilot ProgramThe Harvard VoIP Pilot Program

Who: 100 Member pilot, University Information Systems (UIS), Center for

Astrophysics, Work-at-Home & Remote office Users

Architecture - Cisco Systems AVVID utilizing Call Manager 3.08

Model 7960/7940 Display IP Telephones – Some Softphones

“Production” Pilot – Phase I: Jan. 1, 2001 – April 30, 2001

Integration w/Harvard’s 5ESS Centrex and Octel Voice Mail

What:

When:



Project Team Pilot Expectations

Phase I: January 1, 2001- April 30, 2001

Implement VoIP in Existing IP Environment at Harvard

No Quality Of Service (QOS) in the Network

Explore Quality Issues – OnNet, OffNet, Home

Some Issues we Know Can be Corrected Easily – Incoming Caller Line ID (ANI)

Work with our Vendors to “Develop” Features/Functionality

Evolve the Pilot as Lessons are Learned


Voice Over IP Critical Decision Points Voice Over IP Critical Decision Points

When To Ride the Wave

Public, Private, Hybrid Architectures

Design Architectures & Integration

IP Address Space Planning

• Where do they come from

- Private vs. Public

• How are they organized

- VLANs

• How does the phone get them

- DHCP, Manual

ChangeComplexity

Time


Voice Over IP Critical Decision Points Voice Over IP Critical Decision Points ……… ………continuedcontinued

Power to the Phones

Router Access Control Lists (ACLs)

DNS or No DNS

To Implement QOS or Not

Engineer to What Quality of Service ?

Support – Who Owns the “Problems”

Change

Complexity

Time



Pilot Implementation

Architecture –

Cisco AVVID, Central dual Call Managers in a Redundant Cluster

VG200 Analog Gateway for Voice Mail

2600 Router & 6509 IOS for Gateways to 5ESS

(2) T1 Circuits

Integration –

5ESS (Centrex) for PSTN calls & internal 5 Digit Dialing

Octel 350 Voice Mail System - SMDI

Users Kept their Existing Centrex phone (E911) – many call forwarded Centrex phones to VoIP phone for easier management

Desktop –

Integrated Desktop & Phone onto Single Data Wire



Pilot Implementation - Continued

Power –

In-line power from the Cisco 6509 Switch & some power packs

IP Address Planning –

Initially no-VLANs

DHCP Dynamic Addressing

Used 150 Option for TFTP server

“poked” holes in router ACL Lists for Access

Use of DNS

Services (Proof of Concept) –

Perl Scripts for Displaying VoIP Pilot Information, Harvard News, etc

Weather, Stock Quotes, Calculator and others

Support –

Integrate with Existing UIS Data HelpDesk & Remedy System

Develop VoIP SWAT Team for Troubleshooting



Pilot Implementation - Continued

Support & Resources -

Project Manager with Project Team - @ 15 People

Network Operations

Desktop & LAN Support

Telecommunications

Wiring/Cabling

HelpDesk

Integrate with Existing UIS Data HelpDesk & Remedy System

Develop VoIP SWAT Team for Troubleshooting


Harvard University VoIP Pilot Architecture 10 Ware Street, Cambridge

VG-200MGCP Gateway

PSTN

V

SMDI

CM_1 CM_2

Cisco 2600Gateway

T1 CAS no ANI384-6500 - 6699

CallManager Cluster

Harvard IPIntranet

UIS

Center forAstrophysics

Existing Harvard IP Network

Octel 350 Voice Mail

Cat 6509

5ESSCentrexSwitch

7960 IP Phones

SMDI

T1 CAS No ANI384-6700 - 6999(future PRI)

KSG Washingtonremote location

T1 CAS


Voice Over IP HelpDeskVoice Over IP HelpDesk ………. ……….

Utilized Existing UIS HelpDesk – Remedy Ticketing Platform

Implemented “VoIP Swat Team”

@ 40 Tickets Since Pilot Inception: • Voice Mail: 9• Quality: 5• Desktop/Novell: 3• Features/User Requests: 5• Programming/Config.Errors: 7• Non-VoIP Tickets: 4• Other: 7


Voice Over IP – Pilot User FeedbackVoice Over IP – Pilot User Feedback

6 Page VoIP User Evaluation Form Developed for the Pilot

Categories Evaluated include:• Getting Started• VoIP Set/Features & Functionality• VoIP Experience• VoIP HelpDesk• Importance of Aspects of Service• Value of Service Received

5 Level Scale: Very Satisfied …. Very Dissatisfied

User Comments & Ratings on Quality, Ease of Use, Other

First Survey - 1 ½ Months into the Pilot – 40% Return rate


Voice Over IP Pilot User Feedback ResultsVoice Over IP Pilot User Feedback Results

90% Of Users Are Very Satisfied or Satisfied with the Getting Started

Phase of the Project

User Comments include:

“fewer problems executing simple telephone procedures”

“ Call Setup seems to take longer”

“ I miss my Incoming Calling line ID”

I. Services Provided by Harvard UIS – Getting Started• Install/Setup• Training• Ease of Customizing Features• Documentation



78% Of Users Are Very Satisfied or Satisfied with the VoIP Set &

Features/Functionality


“Most features just took getting used to and became easier with time”

“ I like having a Directory feature on-line”

“Services Button is terrific”

“ Speakerphone is excellent”

“ Need multiple call appearances”

“ I like the ease of programming speed-dials & access to weather services”

“ Lack of caller ID is a disadvantage”

II. Services Provided by Harvard UIS – VoIP Set & Features• Set Features, Functionality & Feel



70% Of Users Are Very Satisfied or Satisfied with the VoIP Experience


“ Very important to solve the E911 issue”

“ Connection quality just not as good as existing system”

“ Choppy quality, echo”

“ Mobility of a Harvard extension has helped immensely at remote office locations”

“ Slow ring start, slow dial recognition”

“ Fewer problems executing simple telephone features like call transfer”

III. VoIP Experience

• Quality of Calls• Enhancing Productivity• Ease of Use



93% Of Users Are Very Satisfied or Satisfied with the VoIP HelpDesk


“ I haven’t had to use the HelpDesk”

“ HelpDesk was helpful in getting my modified ring”

“ Excellent job, HelpDesk very communicative and eager to solve problems”

IV. Services Provided by Harvard UIS – VoIP HelpDesk

• Recording Trouble Calls• Timely Resolution of issues• Accessibility of HelpDesk



Top 6 Categories- Rated Absolutely Critical or Very Important:

Solving Network Problems in a Technically Efficient Manner –78%

Providing High Quality Telephone Conversations – 75%

Performing Network Installations with Technical Proficiency – 75%

Providing More Reliable Telecommunications Services –69%

Keeping You Informed of the Project Status – 66%

Providing Timely Adds/Moves and Changes – 65%

V. Importance of Aspects of Service

Rate the Importance of 20 Telecom & Data Related Services

from Absolutely Critical to Not Important at all



Bottom 3 Categories- Rated Somewhat Important or Not at All

Important:

Providing Information Services such as Weather, Stock Quotes,

Other –69%

Providing a Converged Data/Voice Desktop Device –47%

Being Flexible in the Work Plan to Accommodate Your Needs -22%

V. Importance of Aspects of Service

• Rate the importance of 20 Telecom & Data Related Services from Absolutely Critical to Not Important at all



The Value Of VoIP Service To Your Organization –69% Rate VoIP Very High Value to Just About the Right Value

Based on Your Experience with VoIP Service How Likely are you to Recommend it to Others? -

• 31% Strong/High Recommendation

• 28% Medium or Neutral Recommendation

• 25% Not likely to Recommend

VI. Value of Service Received • Rate the Value of VoIP Service from Very High Value to

Very Low Value


Voice Over IP Lessons Learned Thus Voice Over IP Lessons Learned Thus Far…………..Far…………..

Phone Quality is Critical to Users – Infrastructure is key to Quality

VoIP provides Flexibility & Mobility - IP Planning is Critical

Understanding the Desktop Matters

Troubleshooting & Reporting Tools

need to be Explored more Fully

Softphones are Rudimentary

VoIP Services & Application Integration

shows Promise (LDAP, others)

ChangeComplexity

Time


Voice Over IP Lessons Learned Thus Voice Over IP Lessons Learned Thus Far…………..Far…………..

VoIP Challenges:

-Controlling End-to-end Quality of Service

-Regulatory Issues

-Cross Pollination of Data & Telecom Worlds

-Re-engineering IP Infrastructure for Reliability & QOS

-Deployment in a Decentralized Environment

-Developing new Organizational, Support & Costing Models

-Setting User’s Expectations & Changing the Mindset

There are Benefits w/VoIP – At this Stage in the Game Pick and Choose Wisely


Voice Over IP Voice Over IP ……… ……… Next Steps for HarvardNext Steps for Harvard

Expand the Pilot to Phase II – Address QOS & Infrastructure

Engage Schools in the Phase II Pilot

Explore Cost Models, Mgt. & Reporting Tools, Call Ctr. Apps.

Assess Other Vendors’ Implementations of VoIP

Nortel, Lucent, PingTel, others

Understand Better Where VoIP Fits …

& Doesn’t

Issue an RFI/RFP in 2001

voice over ip at harvard university

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