Infrastructure Operations - Utah Valley University | uvu.edu
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Transcript Infrastructure Operations - Utah Valley University | uvu.edu
Planning, Budgeting,
and Accountability
(PBA) Cycle
2009-2010
Telephone Services
Utah Valley University
Mission
Our mission is to provide state-of-the-art
Telecommunication and Data Networks
to UVU students and employees. We
support the mission of UVU by
implementing new ideas and technology
to accomplish the goals and meet the
needs of the college.
Accomplishments (2008-2009)
Digital Voice Network
Allows the customer to do most of their phone moves and changes
A larger conference bridge on each phone-set provides for conferencing up to
6 people and operator assisting conference bridge
PBX Upgrade to 9.0
More integrated SIP technology (Still in testing phase)
VOIP is now available throughout the campus and exclusively at Continuing
Education #2 house, Child Care house, Building L, and ROTC House
Losee Center came online (Student Service)
CS 507 & 508 Labs
Noorda Theater construction
BA 205 and 203 Remodel
Institutional Advancement call center
Rewired the basement of the Browning Administration Building.
Placed over 50 wireless access points
No down time and the switch was never busy out
LI Data center came online (10 Gig)
Web Development Bldg. and Advancement Data Ctr. (Murdock homes) came
online. (New fiber & feeder cable)
ROTC and International house came online. (New fiber & feeder cable)
Responsibilities
Voice Networks
Dial Tone to all 4500 users
3800 Digital ports / 700
analog ports
200-300 new extensions each
year
Voice Mail
48 port Octel system
Omni Vista Call accounting
system and reports
6 T1’s at main campus
2 In, 2 2-way, 1 out, 1 LD
6 T1’s connecting remote
sites
5 Analog Backup Lines
Fin-Aid
Student Call Center
McKay Ticket Office
Registration
Aviation
Help Desk
Data Networks
Basic links and LAN
Copper and fiber uplinks
Long haul fiber networks
Long distance billing
Web based directory
VOIP over existing networks
Point to Point circuits to
remote sites
ACD groups
Long Distance
Billing of long distance service to
end users
Integrating Banner with long
distance costs
Calling cards and conference
bridges
Telephone Services
Organization
Telephone Services Director
Assistant Director
PBX Programmer /
Foreman
Secretary / Operator Supervisor
Lead Technician
Lead Operator
Technician
Operator
Technician
Operator
Technician
Technician
Lead Technician
Personnel
Tom Branam
Director
31+ years experience
15+ years at UVU
Kurtis Olsen
Assistant Director
9+ years at UVU
Lead Tech
8 years experience
6 years at UVU
Ron Kopp (PT)
Technician
35 years experience
1 year at UVU
Geoff Osborn
PBX Programmer
8 years experience
6+years at UVU
Ken Chynoweth (PT)
Technician
35 years experience
1 year at UVU
Tammy Taylor
Admin. Support
4 years experience
3+ years at UVU
Darvin Burgess
Jessica Trip (PT)
Head Operator
4 years at UVU
SWOT Analysis
STRENGTHS
Aggressive problem solving
New ideas and technique implementation
Quality control
UVU Telecom are the leaders within state higher ed.
IT departments
Master Cable Spec’s
State of the art telephone switch
SWOT Analysis
WEAKNESSES
Lack of full-time personnel
Little professional training (Alcatel)
Lack of funding for repair and installation of new
equipment
Turnover of personnel due to poor salaries
Support of remote sites
Lack of support from local vendor
SWOT Analysis
OPPORTUNITIES
New PBX software upgrades
Speech recognition operators (Parlance)
VOIP networks
Partnership/Scholarships with local business
Wireless extensions
Unified message
DLC
HR new salaries
SWOT Analysis
THREATS
Loosing trained personnel
Growth and demands of the university
Making correct choices about the way we use new
technology and/or which type of technology
Adding 300-400 new extension every year
Operating Budget
Funding is provided by one-time money and
revenue generated (Soft)
Hard Money
Departmental operation
Salaries of 4 full-time employees and 4 part-time operators
Revenue Generated (Soft)
Wages for 1 lead technician (Full Time) and 2 installers
Long Distance revenue is about $4,000 per month
Modem and Fax revenue is 254 X $20 = $5,080 per
month
Wiring charges to the end-user generates about $9,800 per
Operating Costs
Qwest $12,600 a month
12 T1’s and over 100 1FB’s
White Pages
Wages
$199,000 per year
Maintenance on the PBX
Tri-Tel contract is about $40,000 per year for repair,
patches and upgrades**
Campus Directories (2,400 published) at $6,334
Hourly Reports
As expected most
calls are around 9
am and 3 pm
Sharp drop-off after
4 pm
Daily Reports
Daily- there are more calls toward the
beginning of the week
Monthly Reports
Monthly--August has
the highest volume of
calls
Peaks are around
the beginning of
semesters
Operators
Telephone Services attendant operators receive the most calls
TS attendant operators receive the most calls on Mondays
No calls on Saturday and Sunday due to no one being logged in
Call from 5 pm to 8 pm
The past two months
had a total of 534
calls after 5:00 p.m.
334 of those were
between 5:00-6:00
pm
Monthly Operator Report
Operators receive more calls in August than any other month
More calls are taken at the beginning of semesters
Long Distance Costs
2005 – 2006 Monthly average cost is $5,280.
2006 – 2007 Monthly average cost is $4,086.
2007 – 2008 Monthly average cost is $3,756.
2008 – 2009 Monthly average cost is $3,708.
Changes to Long Distance providers account
for drops in charges during 2005 through 2007.
Trunk Groups Detail
Topology of Voice Switches
5 remote switches
and 1 fractional T1
to the University
Mall
Plans for 2010-2011
Alternate routing of lines coming through the college
Move one cabinet to LA Building
Move T1 leased lines to dark fiber at the Hangar and
Fire Academy
Pursue capabilities of SIP phones and discover
possible uses
Wireless extensions within the college (SIP option
looks best)
Integrate voice-activated operators more fully into
campus
Finish rewire of Administration basement (BA 005
area)
Telephone Service Request
Reclassification of Admin Assistant (Tammy) and Lead Tech
(Darvin)
Change Analog cards to new eZ32 Analog Cards ($50,000)
Alcatel training for Department Personal ($10,000 for each level of
training)
Summary
UVU Telephone Services will continue to
be an industry leader throughout Utah’s
state colleges while continuing to uphold
the UVU mission.
Thank You
Goodbye!