ALEXA MCGILL TELECOMMUNICATIONS MANAGER … · 2010-08-19 · SIEMENS CALL CENTER MANAGEMENT & REPORTING TOOLS REL. 3.0 Business View Composer –Modify ACD Application Software Business

ALEXA MCGILLTELECOMMUNICATIONS MANAGER

INFORMATION TECHNOLOGY DIVISION

AGENDA NEW TELEPHONY PLATFORMS

Minimum Requirements

Desired Capabilities

IMPLEMENTATION

Project Management

Technical Engineering & Support

Training

INTEGRATED SOLUTION WITH LEGACY PLATFORMS (INTEROPERABILITY)

SYSTEM MAINTENANCE & SUPPORT

NEW TELEPHONY PLATFORMSMINIMUM REQUIREMENTS

CARRIER GRADE COMMUNICATION SERVER (TELEPHONE SYSTEM)

VOICE MESSAGING SYSTEM

CALL ACCOUNTING SYSTEM

CONFERENCE BRIDGE

CALL CENTER

INTEGRATED VOICE RESPONSE ?


TELEPHONE SYSTEM

CURRENT PLATFORM

SIEMENS MODEL 70 V9005.6.83

5 NODES Wired For Capacity: 7,750

Ports

Analog 1,516

Digital 4,904

Trunk Ports: 692

Total Configured Ports 7,112

SIEMENS MODEL 80 V6.5.011 Wired For Capacity: 224 Ports

Analog 2

Digital 14

Trunk Ports: 96

BRI -Video 64

Total Configured Ports 176

TOTAL CONFIGURED PORTS 7,288

WHAT WE ARE BUYING

CARRIER GRADE COMMUNICATION SERVER

High Reliability & Redundancy - 99.999% reliability

Redundant Processor

Scalability - to 10K ports

Robust Security

System Administration

Standards Support

Remote Administration


TELEPHONE MODELS

CURRENT PLATFORM

Siemens Digital Telephones 624 - 24 Programmable keys

624L - 24 Programmable keys with LED Display

624S - 24 Programmable keys with & Speaker

624SL - 24 Programmable keys with LED display & Speaker

612 - 12 Programmable keys

612L - 12 Programmable keys with LED Display

612S - 12 Programmable key with Speaker

612SL - 12 Programmable key with LED Display & Speaker

312 - Single line

312L - Single line with Display

Non-Siemens Telephones * PolyCom Speakerphone

CV – Single line

STE – Secure Phones

Elevator Phone

Weatherproof

WHAT WE ARE BUYING

Telephone Models & Quantities

4,000 General User

500 Executive/Administrative

700 Public Space

1,300 Analog

* Non-Siemens Telephones will remain in service



CURRENT PLATFORM

OCTEL ARIA 250 MESSAGE SERVER V3.00.09-1

Installation Date 1986 predating the Siemens Telephone System

EOL ANOUNCED IN 2008

CONFIGURATION:

RTU licensing to support 9K profiles, however disc space prevents such expansion.

40 Channels

3,664 Standard Voicemail Boxes

Less than 50 Voicemail Boxes with Out-calling Feature

One Call Processing Application (Menu Options)

Monthly Backup to Tape

WHAT WE ARE BUYING



CURRENT PLATFORM

ISI INFORTEL SELECT V7.0

NAME based Call Accounting System

RTU licensing supports 9,000 profiles

Basic 2 Level Hierarchy

Captures Inbound & Outbound Calls

Manual Data Entry to the Data Base

Web-based features & functionality (not used)

Custom & Standard Reports created in Word folders

Interfaces with PeopleSoft Financials for monthlycost allocation

Vehicle for ITD Desktop Allocation to all Departments

Equipment Interfaces: Two PollCats Call Detail Recorders (CDR) –

Model 70 & Model 80

Server Platform: Windows 2000 Server/SQL Server 2000

WHAT WE ARE BUYING

EXTENSION based Call Accounting System

RTU licensing to support 7,500 profiles

Organizational Hierarchy of 5 Levels

Supports three CDR outputs

Web-based features & functionality

Web-based reports with dynamic passwords

Custom & Standard Reports

Storage Capacity - 2 year record retention

Record Local, Regional, Long Distance & International calls

Calculate chargeback for Long Distance & International calls using FTS Networx Rate Table (Verizon)

Assign Fixed Charge to all active extensions


CONFERENCE BRIDGE

CURRENT PLATFORM

FORUM– CONFER II 15 5.00

Three (3) 12 Port Bridges

Two (2) 6 Port Bridges

Configured as Pilot Hunt Groups in the Model 70

No GUI Interface

No Interface to Outlook Calendar for Invitations &/or Scheduling

Schedule managed by Help Desk on stand alone calendar

WHAT WE ARE BUYING


CALL CENTERCURRENT PLATFORM

SIEMENS Call Center Management & Reporting Tools Rel. 3.0

Business View Composer –Modify ACD Application Software

Business View Observer –Supervision

One application design – ITD Help

Desk

WHAT WE ARE BUYING

Call Center Management System

NEW TELEPHONY PLATFORMS

MINIMUM REQUIREMENTS

INTEGRATED VOICE RESPONSE

CURRENT PLATFORM

SDC – A Division of AMCOMM

INTELLISPEECH V6.0.66

Upgraded platform installed in September 2008

Integrated with daily PeopleSoft HR uploads

Directory Assistance for internal/external calls to BNL main TN

Processes an average of 2,200 call per week

Less than 40 calls per day are routed off-site for Directory Assistance

Equipment Interfaces:

Two (2) Dell PowerEdge 2950 2UServers

WHAT WE WILL CONSIDER

A replacement platform at no additional cost with the following minimum requirements:

Call handling volume capabilities up to 1000

calls per day

The ability to support daily PeoplesoftHR

uploads of valid directory information with

an ability to schedule more frequently if

needed

The ability to route unsuccessful calls offsite

to a third party for resolution and transfer

back to the proper person at BNL

Otherwise, full integration with the current IVR

application is required.

NEW TELEPHONY PLATFORMS

DESIRED CAPABILITIES

INTEGRATED MESSAGING

SOFTPHONE TECHNOLOGY

MOBILITY TECHNOLOGY

PRESENCE

INTEGRATED VOICE, DATA & VIDEO CONFERENCING

FAX TECHNOLOGY

ENHANCED 911 CAPABILITY

CALL CENTER ENHANCEMENTS

IMPLEMENTATION

PROJECT MANAGEMENT

Dedicated Project Manager for project timeline

Certified Technical Personnel

Station Reviews

Stage system infrastructure

Equipment installations & Cutovers

De-installation of Siemens equipment

IMPLEMENTATION

TECHNICAL ENGINEERING & SUPPORT

System Design & Optimization

System Configuration

Station Configuration

Integration

Voice Network Design & Dial Plan

Traffic Analysis

Implementation support

Acceptance Testing

IMPLEMENTATION

TRAINING

System Administration TrainingTelecommunications Staff of four

- Full Certification Training for two

Network Staff of nine

Documentation

Call Center Training Call Center Manager & Agents

- Management system

- Reporting

- Scripting

- Documentation

End User TrainingTrainer to schedule & present classes during implementation phases

Reference material & Quick Reference Guides

INTEROPERABILITY SIEMENS 9751 MODEL 70 V9005.6.83 & MODEL 80 V6.5.011

VOICE NETWORK – Optimum Lightpath & Verizon

DIAL PLAN

911

HELP DESK

OCTEL ARIA 250 MESSAGE SERVER V3.00.09-1

ISI INFORTEL SELECT V8.0

INTELLISPEECH V6.0.66 IVR

FORUM CONFERENCING BRIDGES – CONFER II 15 5.00

VIDEO TELECONFERENCING

INTEROPERABILITY

SIEMENS 9751 MODEL 70 V9005.6.83SIEMENS 9751 MODEL 80 V6.5.011


5 NODES

Wired For Capacity: 7,750 Ports

Analog 1,516

Digital 4,904

Trunk Ports: 692

Total Configured Ports 7,112


Wired For Capacity: 224 Ports

Analog 2

Digital 14

Trunk Ports: 96

BRI -Video 64

Total Configured Ports 176

ITD HELP DESK CALL CENTER

Siemens Call Center Management & Reporting Tools Rel. 3.0

Business View Composer – Modify ACD Application Software

Business View Observer –Supervision

INTEROPERABILITY

SIEMENS 9751 MODEL 70 & MODEL 80Cornet Fiber Connectivity

INTEROPERABILITY

VOICE NETWORK & DIAL PLANLocal, Regional & Long Distance

INTEROPERABILITY

INTEROPERABILITY


SIEMENS CALL CENTER MANAGEMENT & REPORTING TOOLS REL. 3.0

Business View Composer – Modify ACD Application Software

Business View Observer – Supervision

Help Desk Staff:• One manager • 6 Agents

Call Volume:

• Calls Per Day

Hours of Operation:• 8:00 AM to 5:30 PM Monday-Friday• After Hour Coverage to Third Party Answering Service

INTEROPERABILITY

OCTEL ARIA 250MESSAGE SERVER V3.00.09-1

3819 Standard Voicemail Boxes

Less than 50 Voicemail Boxes with Out-calling

Feature

INTEROPERABILITY

Interfaces with PeopleSoft Financials for allocation of monthly Usage Charge (Long Distance & International)

Vehicle for monthly allocation of ITD Desktop Charge to all Departments

Second PollCat CDR on the Siemens Model 70 supports Staff Services “Hotel/Motel” billing system for Apartments & Dormitories

INTEROPERABILITY

INTELLISPEECH V6.0.66INTEGRATED VOICE RESPONSE

DIRECTORY ASSISTANCE

Bldg. 459

IVR 2 - SECONDARY

Name:

Bldg. 449

IVR 1 - PRIMARY

SIEMENS Model 70

Distribution HUNT Group XXXXDuring outage

FORWARD RNA??? & BSY TO XXXX

Distribution HUNT Group XXXXDuring outage

FORWARD RNA??? & BSY TO XXXX

XXXXGROUP

MEMBERS:

Total 16

EXTENSIONS

XXXXXX – IVR 1

XXXXXX – IVR 2

XXXXXX – IVR 1

XXXXXX – IVR 2

XXXXXX – IVR 1

XXXXXX – IVR 2

XXXXXX – IVR 1

XXXXXX – IVR 2

XXXXXX – IVR 1

XXXXXX – IVR 2

XXXXXX – IVR 1

XXXXXX – IVR 2

XXXXXX – IVR 1

XXXXXX – IVR 2

684016– IVR 1

XXXXXX – IVR 2

XXXX

GROUP

MEMBERS:

Total 8

EXTENSIONS

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

Internal calls dial X: 8000

Outsider caller dial 631-344-8000 PBX SOFTWARE

HUNT GROUP PILOT 8000

Group No. XX

(No members)

FORWARD BUSY TARGET

XXXX

PAD #

01/ XXXXXX

01/ XXXXXX

01/ XXXXXX

01/ XXXXXX

01/ XXXXXX

01/ XXXXXX

01/ XXXXXX

01/ XXXXXX

PAD #

02/ XXXXXX

02/ XXXXXX

02/ XXXXXX

02/ XXXXXX

02/ XXXXXX

02/ XXXXXX

02/ XXXXXX

02/ XXXXXX

XXXXGROUP

MEMBERS:

Total 8

EXTENSIONS

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

XXXXXX

214

3

6 5

8 7

109

16

1412

15

13

11

INTEROPERABILITY

INTEGRATED VOICE RESPONSEINTELLISPEECH V6.0.66

Directory AssistanceFor

Brookhaven National Laboratory

INTEROPERABILITY

FORUM CONFERENCING BRIDGES

CONFER II 15 5.00Three (3) 12 Port Bridges

Two (2) 6 Port Bridges

Conf Bridge #1 Conf Bridge #2 Conf Bridge #3 Conf Bridge #4 Conf Bridge #5

6261 2261 8261 6363 8383

GRP# 46 GRP# 99 GRP# 85 GRP# 26 GRP#33

1 68XXXX 68XXXX 68XXXX 68XXXX 68XXXX






7 68XXXX 68XXXX 68XXXX






INTEROPERABILITY

VIDEO TELECONFERENCING

BUILDING DEPARTMENT HARDWARE ISDN/Model 80

IP

464 DOE Polycom VSX 7000 E (631) 591-XXXX N/A

488 Berkner Polycom HDX 9002 (631) 591-XXXX YES

510 Physics Polycom VSX 7000 A (631) 591-XXXX YES

510 Physics Polycom VSX 8000 N/A YES

515 ITD Polycom VSX 7000 A (631) 591-XXXX YES

515 ITD Tandberg 1000 N/A YES

750 HFBR Tandberg 6000 N/A YES

817 NSLS II Polycom VSX 8000 (631) 591-XXXX YES

911 Collider Accelerator Polycom Viewstation FX (631) 591-XXXX YES

MINIMUM REQUIREMENTS INCLUDE AN INSTALLATION & INTEGRATION PLAN FOR

CARRIER GRADE COMMUNICATION SERVER (TELEPHONE SYSTEM)



CONFERENCE BRIDGE

CALL CENTER

INTEGRATED VOICE RESPONSE ?

DESIRED CAPABILITIES

INTEGRATED MESSAGING

SOFTPHONE TECHNOLOGY

MOBILITY TECHNOLOGY

PRESENCE

INTEGRATED VOICE, DATA & VIDEO CONFERENCING

FAX TECHNOLOGY

ENHANCED 911 CAPABILITY

CALL CENTER ENHANCEMENTS

Documents

ALEXA MCGILL TELECOMMUNICATIONS MANAGER … · 2010-08-19 · SIEMENS CALL CENTER MANAGEMENT & REPORTING TOOLS REL. 3.0 Business View Composer –Modify ACD Application Software Business