CTS Communications Forumfor Campus CIOs and CAOs

Monday, June 9th 2008UCLA Faculty Center, California Room

Agenda

The Campus’ New Voicemail System (Janice Bundy, Associate Director of Infrastructure & Project Services)

Overview of CTS Infrastructure Environmental Services (Dean Brynildsen, IES Manager)

The Web Service Center TSR Process (Cecilia Kness, Associate Director of Administrative Support Services)

Disaster Recovery for Exchange (Mark Bower, Associate Director of CTS Managed Network Services)

Wireless Implementations for 2008/09 (Mark Bower)

Other Discussion (Mike Schilling, Director of Communications Technology Services)

New IP Voice Applications/Call Processing

Janice Bundy, Associate Director, Infrastructure and Project Services

Call Processing Overview

VoiceMail/Unified Messaging (VM/UM)

Auto Attendant (AA)

Fax Server (FS)

Directory Number referral

Automatic Call Distribution (ACD)

New Voice Mail Enhancements

Daily message reminder of any received voicemails to designated number

Out-of-office greeting

Auto-copy messages to other mailboxes

Busy greeting – Informs calling party you’re on the phone

Questions

Overview of CTS Infrastructure Environmental Services (IES)

Dean Brynildsen, IES Manager

IES Mission

Help to ensure the reliable 24/7/365 operations of the voice, data, cable television, & emergency communications infrastructure at UCLA.

CTS Manages

Approximately 650 sites on- and off-campus, ranging in size from fiber rooms to Network Operations Centers

Responsibility: Managing installation and maintenance of…

Electrical circuitry, DC power plants & UPSs

HVAC units

Dedicated fire suppression systems

Site access & surveillance

Network communications

Site build-outs

How We Meet Our Goals

Work extensively with UCLA Facilities Trades & Trouble Desk, and outside vendors

Conduct equipment preventative maintenance

Use of remote monitoring tools, via Dashboard & Netwatch (http://dashboard.cts.ucla.edu/)

Aggressively respond to & correct urgent response conditions, escalating to management as appropriate

Questions

The Web Service Center TSR Process

(Cecilia Kness, Associate Director, Administrative Support Services)

CTS Web Center Overview

Represents 2nd phase of TMS implementation following launch of Web-based bill.

Online self-service application uses shopping cart approach to order CTS products and services.

DACSS model grants access to requester and reviewer function codes, in conformance with campus security policies and financial controls.

Replaces online TSR and allows tracking and checking of orders by authorized requesters.

CTS Web Center Overview (cont.)

Order requesters and contacts receive email notices for order placement, due date, due date reminder, and completion. Order reviewers receive order placement notification only.

Notifications include link to original service order.

PAN issued only to mandatory and non-mandatory reviewers designated in DACSS with PUR process ID.

CTS Web Center – Status of Implementation

Phase I:  CTS internal retesting: 11/5/07 - 2/1/08  (ongoing) 

Phase 2: Testing with 3 pilot departments (Athletics, Dentistry and Pathology) and CTS: 2/19 /08  – 3/31/08  (ongoing)      

Phase 3: Testing with Administration (in parallel with phases 1 and 2): 4/9/08  – 6 /27/08

Phase 4: Full Campus Rollout:  8/4/08 (tentative)

Web Center Pilot Test Announcement Process

General announcement to CAOs with instructions to work with DSAs to grant access to reviewers and requesters

Follow up email: Link to Web-based tutorial Quick reference guide Feedback link Open house sessions

Several enhancements as result of pilot feedback

Plan for Full Campus Rollout

August through October 2008 Phased approach over 3+ months Start with departments with large order

volume. Examples: Law School Selected departments w/in School of

Medicine Selected departments w/in Medical

Enterprise

Web Center Demo

Use of tutorial to demo Web Center Installing new service (step by step) FAU change (video)

Advise completing tutorial prior to accessing Web Center

Tutorial link: http://www.cts.ucla.edu/WCtutorial

Request feedback on tutorial webcenterfeedback@cts.ucla.edu x3-1CTS

Questions

Disaster Recovery for Campus Mail Services

Mark Bower, Associate Director of CTS Managed Network Services

Disaster Recovery for Bruin OnLine@ucla.edu mail addresses

Located offsite

Would leverage I AM UCLA (Enterprise Directory) DR mail addresses

Forwarding mail only to DR addresses

Less rules for faster processing and forwarding

Minimal whitelisting (known DR mail systems) and complete blacklisting (no postmaster, etc)

Disaster Recovery for Enterprise Messaging

Located offsite

Subset of users to be fully supported, other users would have mail stored

Full support for Blackberry in upcoming release expected Summer/Fall 2008

Support for limited mail history (30 days)

Provides for business continuity

Architecture Overview

Dell Message One Servers

UCLA Enterprise Messaging Environment

ServersStorage, Mobility, Vault, Front End

EMS DR Server

`

Remote Data Center

Antispam GatewaysBlackberry

Desktop Outlook Client

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Active DirectoryServer

Normal Operation

Architecture Overview

Dell Message One Servers

UCLA Enterprise Messaging Environment

ServersStorage, Mobility, Vault, Front End

EMS DR Server

`

Remote Data Center

Antispam Gateways

Blackberry

Desktop Outlook Client

`

Active DirectoryServer

Backup Operation

Desktop Outlook Client

Wireless Networking Update

Mark Bower, Associate Director of CTS Managed Network Services

Recently Completed Areas

Kinross Buildings North and South Krieger Childcare Center Biomedical Research Building Luvalle Commons Acosta Center, Golf Facility, Morgan Center,

Tennis Center California Nano Science Institute Building Housing Residential area test bed

Wireless Implementations for 2008/09

Inverted Fountain Court of Sciences Royce LaKretz General Assignment classroom space (pending

Academic Senate approval) Housing Residential expansion

Wireless Coverage

http://www.bol.ucla.edu/services/wireless/coverage/

Questions

Other Discussion

Mike Schilling, Director of CTS

Questions

Thank you for attending the Communications Forum.