ITCom

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ITCom

• Information Technology Communications Services -
  or ITCom - is part of the Information Technology
  Central Services Division (ITCS) of the
  University of Michigan

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ITCom, aka (past names)

• Mid 80s Vendor-Centel
• Late 80s/early 90s ITD-UMTel
• Mid 90s ITD-Network Systems
• Late 90s ITD-Operations Mgmt
• Present ITCS-ITCom

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ITCom Mission Statement

• To serve University of Michigan research,
  teaching, learning, and administrative
  communities through the provision of valued
  communications services which enable people to
• connect to people and people to connect to
  information.

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ITCom Services
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ITCom Services

• Telephone-Voice

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Voice Services

• The University of Michigan owns and operates its
  own telephone system. Through (ITCS-ITCom), the
  University provides all the administration,
  service and maintenance for this system which is
  the largest privately-owned, independent
  telephone system in the U.S.
• The University's system is the third largest
  telephone operating company in the state.
• The University has it's own internal Operator
  Services, providing directory assistance for
  University faculty, staff, students, and
  departments.

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Voice Services

• ITCom provides telephone services to over 85,000
  students, faculty, and staff at the University's
  Ann Arbor, Flint, and Dearborn campuses
• 17.7 million calls per month, 80 of calls are
  internal
• 800,000 calls per day
• 42,000 telephone circuits
• 2,800 trunk lines to external telephone services
• 21,000 voice mail subscribers

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Voice ServicesBasic

• Features
• -Transfer, 3-Way Conference, Call
  Forwarding, Call Hold, Speed Call, etc...
• Voice-mail
• -Message Storage, Password Protected,
• Remote Access, Message Waiting Light
• Sets
• -Electronic/Multi-line rented from ITCom
• -Single Line (POTs) purchased by Department
• Caller ID-Caller ID is available free of charge
  on most administrative lines on the Ann Arbor
  campus. Requires either a Caller ID telephone
  or Caller ID display box.

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Voice ServicesAdvanced

• Customer Contact Centers (Call Centers)
• -allows a department to handle a large volume
  of calls in an efficient and effective manner
  (ACD-Symposium)
• Call Prompter (Auto-Attendant)
• -System answers calls with a greeting, and
  presents a series of options for touch-tone
  phones. (processing calls)
• 800 numbers
• -Allows Departments to pay for their
  clients/students/staff calls to main numbers.

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ITCom Services

• Data-Networking

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Data Services

• Backbone-UM Gateway-Internet
• Local Area Networks-Upgrades
• Special Circuits

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Data ServicesBackbone-UM Gateway-Internet

• ITCom On-Campus Backbone Connections Ethernet,
  Fast Ethernet, FDDI, ATM (NGB)
• UMBIN is a network which interconnects the three
  main backbone/s on the Ann Arbor campus together
  and also connects them to Michnet, our Internet
  Service Provider (ISP). (ITCom-CAEN-MCIT)
• Off-Campus Backbone Connections ISDN, HDSL, T1,
  DS3

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Data ServicesNetwork LAN Upgrades

• Local Area Network-LAN Installation/Upgrade
  services involve Design, Engineering and
  procurement of products requested by University
  Departments. Both standard and custom
  installations of switched ethernet, fast
  ethernet.
• -ITCom typically provides Cisco 10/100Mbps
  switched ports with 1Gbps uplink connections.

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Other Organizations on Ann Arbor campus that
provide LAN/Backbone connections

• CAEN
• -primarily for College of Engineering

• MCIT
• -primarily for the University Michigan
  Medical/Hospital campus.

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Data ServicesSpecial Circuits/Residential Options

• Special Circuits Specifically, this service
  covers use of ITCom copper/fiber outside plant
  used for installing/extending T1's, Point to
  Point circuits, ISDN circuits, HDSL circuits etc.
  on campus
• Residential Options Data network connectivity
  options that are available for residences of U-M
  students, staff or faculty in various areas,
  primarily focusing on Ann Arbor. Long Range
  Ethernet-Family Housing, ISDN, Cable Modem
  Billing, etc. Staff and Faculty.

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ITCom Services

• Video-UMTV Network

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UMmedia Services

• A/V Streaming
• UMTV
• Video Conferencing

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UMmediaAV/Streaming

• ITCom Audio/Video Streaming facilities consist of
  6 Real Media Encoders, 1 QuickTime Encoder
  (Sorenson Broadcaster), and a Real Media Server
  located at the Arbor Lakes computing site. We are
  currently capable of encoding/archiving and
  streaming up to seven live events and 1000
  concurrent users at a time.

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UMmediaUMTV

• University of Michigan Television (UMTV) is a Ann
  Arbor campus cable television system. Content for
  the UMTV channels is provided by campus
  departments and selected programming services.
  Innovative programming and news is broadcast to
  the U-M Community 24 hour a day.
• Over 1000 UMTV coaxial drops have been installed
  within 80 buildings on the Ann Arbor Campus
• UMTV consists a 60-channel line-up
• Satellite Programs Downlink a satellite program
  and send it over Channel 12 of UMTV.
  

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UMmediaVideo Conferencing

• A video conference is a visually interactive
  conference or meeting function that utilizes a
  combination of audio, video and collaboration
  technology over the existing
  telecommunications network. In the end video
  conferencing creates a face-to-face connection
  between participants at different physical
  locations.
• ITCom Connectivity options Ethernet, ISDN, PRI
  and direct-connect.
• ITCom recommended Video Conferencing equipment
  sold at M-Stores

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ITCom additional Services

• Repair
• Service Level Agreements (SLA)
• Cable (copper/fiber/coax) Installations
• Operator Services

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ITCom additional Services Repair

• ITCom repairs telephone, video, and data
  circuits equipment rented from ITCom, and some
  customer-owned equipment covered under
  maintenance agreements with ITCom.
• Business hours730 a.m. to 430 p.m. Monday
  through Friday
• Telephone number 734-64(7-8888)

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ITCom additional ServicesService Level Agreements

• The purpose of a SLA is to establish a
  cooperative partnership between Departments and
  ITCom by clarifying roles, setting rates and
  expectations, and providing mechanisms for
  resolving problems concerning Maintenance and
  Repair.
• ITCom SLAs include Local Area Networks, Network
  Management (Enhancement to Fault Management),
  Backbone Network,Telephony Call Accounting,
  Cabling, etc...

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ITCom additional ServicesCable
(copper/fiber/coax) Installations

• Fiber Optic Cable to interbuilding fiber can be
  acquired by renting access to ITCS's extensive
  fiber plant and/or having intrabuilding fiber
  installed.
• Copper Cat5E Twisted Pair Station Cable
  Installation of station cables (commonly referred
  to as communications jack-outlet), for use by
  voice and/or data/networking services.
• COAX for use of transmitting/receiving video
  applications such as UMTV

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ITComs Cable installation Evolution for
NetworkingCopper Twisted-Pair

• ITCom only installs plenum rated cable
• Category 3 1984-92 10Mbps maximum
• Category 4 1992-93 10Mbps maximum
• Category 5 1994-99 100Mbps maximum
• Category 5E 2000-Present 1Gbps
  maximum

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Fiber InstallationMultimode-Single mode

• Multimode
• -Uses Multiple Frequency of light (one
  connection per fiber)
• -High speed
• -Max distance lt2K
• -Common use media used to connect network
  (LAN) electronic devices between closets
• Single Mode
• -Uses single frequency of light (multiple
  connections per fiber)
• -Higher speed at greater distance than
  Multimode 15K
• -Common use media used to connect backbone
  devices between bldgs

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FYI ITCom does not install raceway for
Telecommunications Services conduit, cable tray,
wiremold...

• However, ITCom will assist in writing the Plant
  Dept Work request.
• Specifying closet, route, diameter, power...

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Operator Services Main Switchboard (734)
764-1817

• The first person that many callers to the
  University speak to is one of ITCS's 12 telephone
  operators. During the fall and winter terms,
  these operators handle 2500 calls on a typical
  weekday and 650 calls during a typical day on the
  weekend.
• The volume of calls is less during the spring and
  summer terms when the numbers reduce to 2000 for
  a typical weekday and 350 calls on a weekend day.

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ITCom New Services

• Next Generation Backbone
• Core completed summer 2002. Distribution layer
  extended to campus buildings between August
  2002 and Winter 2004
• IP Telephony-off campus
• Production since Spring-2001. 500 users
• Unified Messaging System
• Pilot Staff, Faculty and Students 2002/2003
• Production 10,000 Students by Fall 2003
• Production Staff and Faculty-TBD
• Wireless LANs

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The Next Generation Backbone (NGB). Presently
multiple Gigabit backbone and eventually moving
towards 10Gigabits by 2004.
NGB -Faster Electronics -Increase
fiber, decrease core electronics -Redundant Links
-Redundant switches
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IP-Telephony Departments Relocating off Campus

• IP telephony enables departments to use their
  on-campus telephone numbers in their new
  off-campus location.
• IP telephony is capable of providing more
  standard and enhanced features than
  Ameritech-Centrex lines.
• Cost Impact
• -Recurring Line/Feature rates same as on campus
• -Recurring Voice-mail less expansive than
  Centrex
• -Recurring IP Sets more expensive than POTs
• -One Time Installation Additional costs to LAN

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Unified Messaging SystemPiloting - 2002

• Unified messaging integrates multiple
  communication services and methods of access (by
  telephone, e-mail, or web browser) into a single
  collection and storage location
• This service provides each user
• with a single mailbox to retrieve and respond
  to voice, fax, and e-mail messages.

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Wireless LANs

• ITCom is working with university units to deploy
  wireless LANs in public spaces. Access to these
  installations is expected to become available
  during the 2002-03 academic year.
• Like traditional physical LANs, ITCom also offers
  Engineering and Consultation on the Wireless
  Technology.

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New Customer Service Information

• E-Commerce Ordering ITCom services over the WEB.
  
• -Production mid 2003
• Auto-Email Notification
• -Open Orders
• -Closed/billed orders
• -Production July 2002. (last pg handoutP

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How to contact ITCom

• Customer Service Center [phone]
• -Option 1 for Students and Family Housing
  (student billing and accounts)
• -Option 2 Repairs (647-8888)
• -Option 3 for Administration (billing
  questions)
  
  -Option 4 Telephone, Data, or Video
  questions
• email csr_at_umich.edu

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ITCom Web Pagehttp//www.itcom.itd.umich.edu/

• ITComs Web Page contains the following
  information
• -Complete list of Services Offered
• -List of Project Managers and Units they
  support
• -Rates Telephone, Data, Video, Labor, etc
• -Backbone/Network Statistics
• -Emerging Technologies
• -Breaking News
• -Additional services provided by ITCS