Making the Migration to IP Communications in Higher Education

1
Making the Migration to IP Communications in
Higher Education
2
Pedigree in Telephony

• Over 30 years in the business of voice
  communications
• Mitel core ethos is about ease of use for the
  end user
• Mitel focuses on its core competency - voice
• Mitel offers a flexible platform that builds
  upon its rich heritage in the voice market
• As Mitel progresses down the path of IPT,
  innovations in applications and
  features occur organically
• Mitel also partners with
  innovative applications
  companies that extend Mitels
  offering into its key markets,
  ensuring a rich integration
  with the core platform and
  minimising complexity

3
Mitel in Education

• London School of Hygiene and
  Tropical Medicine
• Open University
• Regents College
• Leeds Metropolitan University
• Dalkeith Schools
• Manchester City College
• University of Kent
• Lancaster College
• Kent Institute of Art and Design
• Greijdanus College,
• Netherlands

• Chicago Public Schools
• New York Dept of Education
• San Joaquin Delta Community College
• University of Warwick
• Education Bradford
• Glasgow Schools
• University of Surrey
• Queen Mary University
• Blandford School
• Lancaster College

4
IPT Adoption in Higher Education

• The benefits of IPT are desired but budgetary and
  training constraints either discourage or do not
  allow such adoption
• 59 of respondents to a UKERNA survey operate a
  legacy-only system, DPNSS constituting 89.7 of
  all legacy networks
• Over 2 in 3 respondents indicate a migration
  timescale of between 3 and 5 years
• Clear resistance to install a full VoIP system
  when the current DPNSS PBX is still functional
  and familiar to users
• 79.7 considering an IP migration, so while there
  is resistance to change there is also a clear
  realisation of the cost-benefits of implementing
  an IP Telephony system
• Rip and replace is unacceptable with 0
  indicating this approach

5
Key Considerations for University Deployments of
IPT

• Cost of Migration
• Integration with existing telephone systems

6
Realities of Migration

• Mixed vendor voice networks
• Mixed vendor data networks
• Centralised services such as voicemail and call
  centres
• Separate voice and data network connections
• Little interaction between voice and data
  systems

7
Interoperability

• Common for organisations to phase in IP telephony
  and continue to use existing PBX equipment
• Universities have a heavy investment in their
  current telephone system and are considering IP
  telephony as an adjunct to their existing
  system
• Issues around inter-working between traditional
  and IP phone systems, including loss of
  valuable telephony features that users have come
  to rely upon
• Signalling protocols play a crucial role in
  providing interoperability between telephone
  systems by supporting features and functionality
  between telephone systems

8
Interoperability

• Q.SIG and DPNSS (Digital Private Network
  Signalling System) are signalling protocols that
  allow disparate PBXs to pass selected feature
  capabilities between them
• Q.SIG provides a lower level of feature
  transparency than DPNSS
• DPNSS continues to provide the greatest level of
  integration for most PBXs
• DPNSS is the signalling protocol used by the
  Siemens ISDX/Realitis, a legacy PBX ubiquitous
  within universities

Mitel has one of the highest levels of DPNSS
integrations on the market, providing
comprehensive interoperability with traditional
TDM systems like the Siemens ISDX/Realitis.
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Dual Bus Architecture
The 3300 ICP uses the IP network to connect IP
phones provides a TDM bus to switch calls
between traditional telephones The 3300 ICP can
switch IP, ISDN or analogue traffic Native
call set-up, tear down, signalling between IP
connected telephones For traditional telephony,
ie analogue PSTN trunk connectivity, call
handling is handled natively by the
3300 ICP via a TDM circuit-switched subsystem
PBX
PSTN
Analog
TDM Bus
Resources Tone, Conf. EchoCancel
Embedded Apps VM, ACD
Gateway/ Gatekeeper
Call Control Connection Mgmt
Enterprise Call Agent
Switched IP Core
IP WAN
Applications Web Server
LAN
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Key Deployment OptionsTopological Centralisation
vs. Distribution
Highly Centralised
Highly Distributed

• Hybrid Topology
• Distributed operationally, centralised
  on backup
• Biased towards distributed operation, but
  higher cost effectiveness for resilient
  configurations through centralised
  backup

• Hybrid Topology
• Centralised operationally, distributed on
  backup
• Biased towards centralised operation, but
  enhanced resiliency during backup

Mitels IP portfolio can be deployed in a highly
centralised or a highly distributed manner,
depending on the priorities of the customer
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Telephone System Integration/Migration
Design for the power of the new while
accounting for the realities of the old
3300 ICP
QSIG/PRI/DPNSS
LAN
Nortel Meridian
Mitel SX2000
Philips IS3000
Avaya INDeX MultiVantage IP Office
Ericsson MD110
Siemens Realitis/ISDX
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Support for Analogue 3300 ICP AX Controller

• For higher density analogue requirements
• Supports 192 analogue phones and 100 IP phones
  up to a maximum of 250 devices
• AX Controller is a peer node, NOT an IP
  peripheral cabinet
• Can be deployed anywhere across the IP
  infrastructure
• Deploy the Controller locally to deliver
  analogue services while enabling access via IP
  Networking to overall communications
  infrastructure
• Incorporating more analogue devices into a
  single Controller closer to the end user
  increases resiliency of traditional telephony by
  reducing effects of any single point of failure

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Open Standard Support Session Initiation
Protocol

• Mitel SIP Strategy
• Support for SIP within the Mitel desktop devices
• Support for SIP trunking inherently in the 3300
  ICP
• Support for any SIP device
• SIP devices connect directly to the 3300 ICP
  Controller to deliver call-control services to
  the SIP device
• The 3300 ICP will support low-cost SIP devices
• For organisations who wish to deploy SIP
  devices rather than having to purchase more
  analogue handsets and install copper cabling in
  low usage areas where only dial tone is required

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3300 Mixed IP and Traditional Network
AX Controller

• Reuse existing cabling and deliver digital
  and analogue phones as required
• Provide IP telephony and IP applications
  for those users who require it

Great for organisations who cannot
justify the cost
of a full move to IP telephony
but must consider existing telephony
infrastructure
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Mitel 3300 IP Communications Platform

• An IP telephony system that delivers the
  voice capabilities and features expected from a
  traditional PBX
• Multiple levels of call forwarding,
  Message waiting, Advisory
  messages Conference calling, Account codes,
  Call barring, Least cost routing,
  Night service plus 100s more
• Acts as a TDM and IP PBX
• Acts as an applications gateway, meaning it
  can be used to host a call centre,
  teleworking, soft-phones or other
  applications, without ripping out the
  existing telephony system

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The Platform
The Gateway to Communications

• Rather than a series of different gateways, Mitel
  offers one core platform that can act as a
  gateway
• Has the versatility to act as a gateway for
  deploying contact centres, speech recognition,
  wireless telephony and other communications
  applications
• Allows organisations to add applications like
  softphones, voice mail or teleworking without
  replacing existing PBX

• The 3300 ICP provides control for the IP phones
  and applications
• The 3300 ICP can then easily be deployed for IP
  telephony across an organisation when ready to
  move to Voice over IP

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Consistent Experience for All Users
Provide IP telephony to thousands of users
in a single building or a
campus setting. The 3300 ICP can also be
networked with other 3300 ICPs to
serve locations across the country
and around the world.
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Mitel Resiliency of The Platform

• Self-correction techniques take advantage of
  location independence and network element
  distribution
• Resources are spread across the network ensuring
  no single point of failure
• Optimised hardware utilisation
• Routes around failed or inaccessible portions of
  an IP network
• A secondary controller is not limited to
  backup call-control, but can function as an
  application controller, an IP network gateway, a
  PSTN gateway, or a voice mail server

• No single point of failure
• No dependence on a single site or location
  
• Lower hardware costs

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Benefits of the 3300 as a Gateway

• Connects to any legacy PBX via DPNSS or Qsig
• Full DPNSS feature functionality over the IP
  network (e.g. step back on busy)
• Provides an exceptional level of resources
  versus other gateway offerings
• A platform that can grow from a pure gateway
  solution

Mitel has protected its installed base with
migration paths to its 3300 ICP platform, where
Mitels Applications and Services Gateway
solution is instrumental in enabling customers to
evolve to IP Telephony. Gartner, 12 August
2005

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CASE STUDIES
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University of Kent

• Main Canterbury site runs separate voice and data
  networks
• New greenfield site using 3300 VoIP
• The University now carries voice over its data
  link between the two sites, which forms part of
  the joint academic network (JANET)
• Staff at both campuses can now phone each other
  for free with their existing extension number
  ranges, even though the Canterbury network is
  still TDM-based
• Has increased the call volume capacity, reduced
  call costs and saved money by utilising existing
  equipment

22
Queen Mary University in London

• Queen Mary University is made up of 4 sites
  with a Siemens ISDX
• Became interested in IP telephony as a means
  to achieve cost savings through removing DPNSS
  circuits
• Turned to Mitel because it offered the optimal
  means to migrate to IP Telephony while cost
  effectively moving over 2000 telephones to IP at
  their own pace
• 900 staff now using IP handsets and the
  University has realised unexpected benefits.
  Thanks to the administration features of Ops
  Manager, configuration has been made extremely
  easy, an otherwise complex task under the
  traditional telephone system
• HP Infrastructure

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London School of Hygiene and Tropical Medicine

• Had a Siemens ISDX system in place with over
  1000 extensions, but were interested in moving
  to IP Telephony to enhance communications
  throughout the campus and for a new facility
• Needed a solution which could protect their
  existing investment, while providing a migration
  path to IP
• Installed two 3300 ICPs to provide a gateway to
  the Siemens ISDX
• The 3300 system is now supporting 450 users and
  the school is planning to completely migrate to
  IP Telephony
• Also using Voice First video conferencing,
  hotdesking and audio conferencing from Mitel

24
University of Surrey

• The University, made up of 9,000 students
  and 2,500 staff, has extensive overseas links
  with an international student community of over
  2,000 from 120 different countries
• Challenge make it easier for staff and students
  to dial unfamiliar extensions and to
  make more efficient use of staff resources
• Staff and students would phone the operators,
  which meant fewer incoming calls were being
  answered
• With the Mitel Speech Server, people simply dial
  one number and repeat the name of the person
  they want to speak to. Speech Server
  then looks up the name and repeats it to the
  caller to confirm that the name is correct,
  then dials

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Regents College

• Current telephone system was out of capacity
  and wanted to move to IP Telephony
• Previously, the Colleges network
  frequently went down due MACs
• Painful for the IT team due to the sheer volume
  of extra work they incurred
• Now staff simply move their handset to a
  different desk, enter a pin number
  and continue making calls reducing
  the IT teams workload dramatically
• Now offering staff teleworking
• Plans to move to unified messaging for features
  like a single mailbox to speech enabled access to
  voicemail, email and fax

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Thank YOU
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3300 Elements
Signaling Gateway
MG
Voice Mail
Voicemail
PSTN Gateway
Video
Wireless
IP Network Gateway
Group
Video Conference Controller
Call Center Controller
Wireless Access Controller
Group Controller
3300 IP Communications Platform
Single Platform, Multiple Specialties
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Improving Operations
Centralised Management with Enterprise Manager

• Management system provides web-based system
  configuration and maintenance and control of
  Mitel portfolio
• Network managers can access the system from
  anywhere on the WAN
• A single system view of all users, sites,
  equipment features and services
• Acts as the central management interface to the
  Mitel portfolio

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Mitel Enterprise Management
Single Web- based Management Interface
We used to spend nearly 20,000 each quarter on
service calls for small changes to the phone
system. With the new Mitel solution, we now
remotely manage the phone system ourselves, and
have even been able to scale back our IT support
due to the remote management features. Mark
Haggerty, Regional Manager, IT Operations Navigant
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Seamless Single Point ProvisioningUsers,
Applications, Platforms

• Plug-and-Play Phone Installation
• Single Entry User and Applications Provisioning
• Configuration Wizards
• Software Installer
• Simplified Network Configuration

Speed Up Tasks, Eliminate Repetitive Tasks, Do
More With Less Delivers Reduced TCO
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ProActive Maintenance

• Network Topology with Auto Discovery
• Centralised Fault and Performance Management
• Voice Quality Management
• Administrative Role Definition
• Centralised Maintenance Toolkit
• Emergency Services Management
• Asset Tracking

Deliver Higher QOS Increase Accuracy,
Reliability, and Availability Lower TCO Reduce
Workload Reduce Time to Diagnose Problems
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Enterprise Manager Benefits

• Brings system administration under a single
  umbrella
• Protects against exponential increases in
  administration costs
• Allows access to multiple sites and systems from
  a single interface
• Lowers running costs by increasing staff
  productivity via minimizing repetitive tasks and
  automating standard processes

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IPT Operating Cost - Savings
IP Telephony produces a saving of over 17 in
annual operating costs In organisations of over
500 employees, savings of 32 have
been achieved
Mid-size Organisation MAC rate 12 p/a
Avg cost 95 p/user Ex Organisation with
800 employees 96 TDM MACs - 9120 per
year IP MACs cost 1/3 - 2736 per
year Saving 6384 per year
Moves, Adds and Changes
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Extending the Campus Teleworking
Providing telephony beyond the campus enables
faculty to offer flexible office hours to
students while working from home without
additional fees for leased lines Mitel offers a
simple,secure and scalable teleworking system
that uses broadband to extend
communications to the home Easily implemented
using a Mitel IP phone and a DSL/cable modem
router in the home Easy to implement and
maintain, meaning minimal management overhead
...So easy to implement, my 9 year old son
installed ours Lisa Dolphin. Mitel
35
Teleworking Features and Benefits

• 4 digit extension and dialling
• Access the same features as on the office phone
• Adaptive jitter buffering to improve voice
  quality over the Internet (G.729
  compression)
• Encryption provides a secure voice path between
  phone and system across the Internet
• Line Interface Module access the analogue
  line at any time by pressing the
  pre-programmed key

• No need to invest in VPN technology
• It is highly secure and fully encrypted with
  minimal complexity
• It is a plug and play solution for the home
  worker/remote worker

36
Mitel Teleworker Growth

• Since November, 2003 Mitel has seen un-paralleled
  growth in the amounts of Teleworker calls being
  made

• Mitel hit 12,000,000 calls in June
• - Calls made by Mitel customers -

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The United Nations Testimonial
Teleworking
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Teleworking Benefits

• Advantageous for lecturers and teaching
  assistants who need to extend their hours,
  but wish to do so from the comfort of
  their own home
• Enables lecturers to offer extended support to
  students who may need help with their coursework,
  papers, exams
• Enable lecturers/administrators to take part in
  conference calls after hours
• Faculty can communicate with other academics
  across geographic boundaries and time zones
• Increasingly important as office space is limited
  to encompass all lecturers and teaching
  assistants
• Can be offered as a benefit to attract and retain
  academics

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Your Assistant

• A set of communications tools that enables
  students and faculty to communicate over the
  Internet using voice and collaboration tools such
  as telephony over broadband using a soft phone,
  instant messaging, document sharing, white
  boarding, and video conferencing

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Your Assistant Making Calls on the Desktop
Answering a call opens a communications window.
This window provides controls for
handling the call.
When a call comes in, a pop-up window lets you
know who is calling.
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Your Assistant SoftphoneExtending Reach

• Professors can have access to their calls on
  the PC without the need for a desktop phone or
  a mobile
• Logs incoming calls while the desktop
  software is not running
• This information is then displayed in
  both the Call History and the Call Log
  window
• Prioritise call backs by reviewing
  visual history of calls
• Click to dial functionality means that calls
  can be made quickly

42
Your Assistant Secure Instant Messaging

• Your Assistant provides convenient chat
  communication with other Your Assistant users
• Chats are backed up in logs and are auditable
• Used by lecturers to be advised of critical
  information without disrupting class

43
Your Assistant Knowledge Management

• Immediately bring up files associated with the
  incoming Call Line ID
• Never have to hunt for files associated with
  a previous call
• Administrative staff and lecturers can respond
  quickly to a call

44
YA Collaboration

• A web based, simple to use application that
  allows users to share ideas and documents from
  any PC with a broadband connection
• Share a PowerPoint, or a document or even a
  desktop
• Ideal for distance learning and IT Help Desks
  for remote desk top control that comes standard
  
• Use it for video conferencing simply by plugging
  in a USB Web Cam

45
Your Assistant Collaboration Features

• PowerPoint presentation sharing
• Document and application sharing
• Desktop region sharing and entire desktop
  sharing
• Annotation capability
• White boarding
• Video Conferencing (up to 20 parties viewable
  at a time) using USB cameras
• Chat capability between participants
• Ability for non-Your Assistant users to be
  participants of a web conference using a web
  browser
• Set up a web conference from within the Your
  Assistant GUI while on a call (i.e. voice
  first)
• Pre-schedule a collaboration session within
  Your Assistant

46
Benefits of Collaboration

• Ideal for faculty and students to interact over
  the Internet
• Attract and retain faculty who will be able to
  collaborate with other academics regardless of
  geographic location
• Non-Your Assistant users can participate in
  conferencing / collaboration session with full
  video capability via a secure internal website
  address
• Students are able to participate in projects,
  seek assistance remotely, without having to
  physically be present on campus
• Ideal for students who are attending university
  part-time

47
Mitel Live Business Gateway

• Mitel Live Business Gateway integrates call
  control, devices and applications with
  Microsoft collaboration tools
• Use voice, video, and data to locate and connect
  people, regardless of device without leaving the
  current application
• Provide a telephony gateway to all communications
  media Instant Messaging, Email, Conferencing and
  Collaboration through a familiar Microsoft
  Office application interface
• Bring other media types into a voice call
  from a Microsoft Office application like
  instant messaging, video conferencing and
  data collaboration, without creating separate
  communication sessions

48
Mitel Live Business Gateway

• Connectivity to the mobile world
• Communication right from any Microsoft document
• Embedded for cost savings / efficiency
• 8-party conferencing

PSTN Gateway
Integrated Communications
Mitel Live Communications Server Enabled Apps

• Mitel Multimedia Contact Centre
• Mitel NuPoint Messenger
• Mitel Mobile Extension

Extended features

• Mitel enriched Office Communicator
• API enhanced
• Communities of Interest
• Leverages Microsoft Office continued advancements

Single Application
Enriched voice features
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Improving the Educational Environment Hot Desking

• Limited office space on campus means faculty
  often share the same office
• Graduate students and faculty can share the same
  office and have their preferences associated with
  the phone when they log in
• Overcome space issues by allowing desktop phones
  to be shared, allowing faculty members to have
  access to their own phone preferences, such
  as call forwarding profiles,
  speed-dial numbers and
  personal extension number
  while using the phone

50
Hot Desking Features

• Phones can be restricted when no one is logged
  in
• Phones can be restricted for internal calls only
  or local calls, reducing toll abuse, so phones
  can be placed in public places
• Allows users to have the same number at home or
  in the office when used with the Teleworker
  system
• Hotdesk profile includes
• number, name, key appearances, message
  waiting,speed-calls, pick-up groups, hunt
  groups, class of service (long-distance,
  outside calls)

51
Speech Enabled Directory

• Staff need to access numbers but dont know
  the extension meaning operators are called
  upon to handle internal calls

• Speech recognition enables staff to ask for
  people by name without having to remember
  extensions
• Simply dial one number and state the name of the
  person they want to speak to
• The Speech Server confirms the name then dials

Savings translate into thousands of pounds
yearly
52
Speech Recognition Customer Testimonial

• University of Surrey use Speech Server for
  speech recognition to connect up of 9,000
  students and 2,500 staff

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Speech Enabled Directory Features

• Callers connect to individuals or departments by
  simply speaking their name
• Supports multiple numbers for a single directory
  name
• A built-in text-to-speech engine allows the
  Speech Server Attendant to synthesise the
  directory name of any name not yet recorded
• Store up to 10,000 names (each with up to 5
  numbers)
• Supports different levels of fault tolerance of
  name interpretation
• If the confidence of the system is medium or low,
  the server asks the user if the spoken name has
  been correctly interpreted

54
Contact Centres
Flexible call centre technology can be deployed
to handle clearing Contact centres can be set up
to provide social services to students, by
students Contact centres can move call handling
away from the switchboard by providing a more
flexible and distributed means of handling
incoming calls IP Contact Centre Technology can
allow people to answer incoming calls in various
departments at different times of the day without
leaving their department
55
Mitel Contact Centre Management

• Ease of Use
• Dont need a degree in rocket science to manage
  it
• Modular, so you can start with the basics and
  build
• Can be used in both a TDM and IP environment
• Ideal for small call centres, as few as 5
  licenses
• Cost effective call centre management suite
• Ability to add SMS functionality to be
  integrated, for both routing into the call centre
  and sending bulk SMS out
• ACD is onboard the 3300, need only to buy ACD
  licenses
• Ability to support Remote Agents through ACD
• Ability to establish Networked Call centres

56
Contact Centre Management Tools

• Historical and Real Time Reporting
• Web Call Back
• Voice Call Back
• Interaction with Automated Banking Service
• SMS Intelligent Routing
• Contact Centre Agent Scheduling
• Agent Adherence
• Dynamic Management of Queues
• Remote Agent Support
• On the fly Reporting Tools
• e-Mail Queuing

57
Improving Operations Messaging

• Lecturers can use voice mail to record
  assignments, event reminders, such as due dates
  for papers, TA timetables etc.
• From professors to facilities staff, the ability
  to pick up messages while on the go has a
  critical impact on operations
• Professors need to advise administrators when
  they are going to be late for a lecture,
  administrators need to advise when classes are
  rescheduled

58
Messaging Options
Voice Mail Only Pick up messages on the go,
allow callers to leave a message Integrated
Voice Mail Allow users to navigate their voice
mail box on their desktop instead of listening
to all messages before getting to the one
thats most important Unified Messaging Have
text and voice mail messages read to you while on
the go and prioritise, provide speech commands to
calendar
Options available for a mixed deployment, to
scale and suit the needs of unique customer
requirements
59
Mobile Phones

• 64 of mobile calls made at home or at work
• No access to corporate resources (transfer etc.),
  just dial tone

In Building/On Premises
On the Go
Source Strategy Analytics
60
Improving Operations Mobile Extension

• Ensure staff are highly accessible anywhere
  within the campus by
• Twinning desktop phones and Wireless phones,
  mobile, DECT or SpectraLink
• Works with ANY mobile phone
• One number rings all phones simultaneously
• Seamlessly transfers call to desktop
• Can be configured to share one voice mail box
  among all devices
• Eliminates the need for call forwarding or find
  me, follow me

61
One Number Means Mobility

• The ability to take or initiate a call while
  in transit and switch to a deskphone upon
  arriving at the office
• Switch back to a mobile if attendance is
  required at a meeting across the building, or
  campus
• Combined with hot-desking, it allows users to
  log onto an IP phone anywhere on the network
  and the phone adopts their profile including
  keys and functions
• HotDesking also allows users to take a call at
  their desk and transfer the call to their
  mobile device

62
The PossibilitiesThe Campus Portal

• Taking advantage of the XML toolkit, it is now
  possible to push and pull data from the phone
• Mitel have created the Patient Portal for
  healthcare, are now working with Universities to
  determine how this can be extended to the
  academic campus
• The possibilities are registration, library book
  check out, class locator, lab locator, exam
  schedules,security, maintenance, etc.

63
Pervasive Communications
IP DECT

• Utilises Wireless Access Points as extensions
  for the 3300 IP DECT
• Provides same functionality as IP phone
• IP to the base station and DECT to the handset
• up to 256 base stations
• up to 8 simultaneous calls per base station
• 512 handsets, maximum
• Long battery life (up to 20 hours talk time
  and 200 hours stand-by)
• Indoor and outdoor Base Stations
• Voicemail access with message waiting display

64
Mitel SpectraLink
Emulation

Push-to-Talk Push-to-talk alerts
pre- programmed teams on dedicated channels
in the event of a crisis Up to 8 channels are
available for Push-to-talk
e340
i640
SpectraLink wireless telephones offer same
feature set as the standard Mitel IP phone
65
Application Examples
_ _ _ _ _ _ _ _ _
Lab 4B
66
SpectraLink NetLink Phones
Benefits

• Provide pervasive communications to mission
  critical personnel, such as network managers, IT
  helpdesk staff, facilities staff, senior
  management and faculty heads (call, page, text
  message)
• Provide campus security guards with a mobile
  extension on the network
• Alert security guards (mobile on campus) of
  emergency events
• Provide a backup to landline system

67
Communications and Staff SafetyLone Worker Alert
System

• A personnel tracking and safety system
  designed to monitor security of lone workers
• Users access system via a mobile or landline
• Time, place and expected departure time are
  entered to monitor the safety of a lone worker
• System monitors events and undertakes
  notification by phone, fax, email or a emergency
  system when events are overdue
• Workers constantly update system using touch-tone
  or voice, both Voice and Text solutions can be
  deployed

68
Lone Worker Alert System Features

• Inbound Application
• Logging on/off jobs
• Extending job durations
• Connecting to operator
• Outbound Application
• Log status of jobs logged
• Generate reminder calls
• Generate escalation calls
• Generate alarms as required

Completely mobile agnostic Uses voice to interact
69
Staff Safety and Security in the Front-lineIP
Duress Application

• If staff are faced with aggressive or abusive
  students, they can press a silent
  alarm button on the phone
• This will send an alert to the emergency response
  advisor system which will then dispatch the
  alert to targeted response devices
• The capability to initiate a "Silent Duress" call
  and escalate to the appropriate security
  person, local or remote
• Deployment of a front line link to first
  responder
• Not an all or nothing, can be deployed to
  selected phones
• IP solution
• Eliminating the need for structural wiring to
  deliver panic buttons

70
Emergency Calls for Front Line Staff
71
New Services Functionality

• Replace Existing Services That are Losing
  Revenue
• Increasing use of mobile phones by students
  has led to significantly lower use of
  university-provided landline phones
• Alternative revenue streams need to be found to
  supplement funding for the University

72
Notification System
Phone
Management Information System

• A multi-point bulk notification system designed
  to provide timely delivery of critical
  information to stakeholders
• USES
• 1. Disseminate critical information to large
  numbers or targeted groups of people
• 2. Receive critical information and
  disseminate it quickly to key
  individuals
• 3. Provide information recipients must act
  upon

Letter
Text
Browser based Management
eMail
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Notification System Applications

• Education
• Notification of absence by Professor/
  Sessional Lecturer
• Exam Times/ Results
• Class Cancellations/ Room Changes
• Notification of over due books
• Payment of fines for overdue books
• Payment of Parking Fee
• Booking of Squash courts, tickets for events
• Notification of Tuition Payment

This can be charged on a semester basis as a
fee-based service for students
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New Services Your Assistant Softphones

• Landline phones in university halls of residence
  can be replaced by VoIP soft-phones in the form
  of Your Assistant
• Installed on lap-top
• Low cost of entry
• Minimal maintenance and damage costs
• Offer Your Assistant clients to students in halls
  of residence rather than desktop phones
• Can be charged on a monthly basis, and one-time
  installation fee
• Use call logging for billing
• Offer Your Assistant clients to students off
  campus
• Your Assistant extends collaboration capabilities
  for students, charge for this additional
  functionality

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Benefits of IP Telephony

• Link faculty, staff, and students on campus,
  halls of residence, at home and across the wider
  academic community
• IP Telephony Can
• extend the campus
• improve communications to enhance the
  educational experience
• reduce maintenance costs and improve operations
• centralise communications for improved services
• offer innovative applications to create new
  services