INTEGRATING TECHNOLOGY RESOURCES TO SUPPORT THE ACADEMIC PROGRAMJanice Biros, Ph.D. Associate Vice President for Instructional Technology Support, Drexel University, Biros@Drexel.edu. Adele VarenasCoordinator Instructional Technology and TrainingAdele@Drexel.edu

Drexel University-Philadelphia, PAPrivate university founded over 100 years ago.Provide practical education and training for students of modest income backgrounds.Long technical tradition.

Anthony J. Drexel

Drexel University-Philadelphia, PA. Cont.Long established Co-op program.One of the first universities to require personal access to microcomputer.Leader in academic courseware development during 1980s and in academic integration of technology.

Office of Information Resources and TechnologyLargest Department- centrally supported services Network Administrative Systems Telephone Training and Support.

Organizational ChartPresidentS.O.M.Dean

Recent changesIncreased enrollment, larger pool, aggressive marketing and prospect management.Increased enrollment selectivity has brought better students with higher demands for technological service and opportunities.

Recent changes II

Assumption of management of MCP/Hahnemann medical school and college of health sciences (including nursing).Major transition of all administrative data systems from in-house developed system on Model 204 running on IBM 9121 to SCT Banner in client/server environment.

Effect of these recent trendsGreater demands for speed and bandwidth on network.Transition from all Macintosh desktops to primarily Windows.Need for high profile services which could be aggressively marketed to attract new and better students.

Effect of these recent trends- Cont. Increased training needs for both staff and end users, academic and administrative.Unique opportunity to make widespread changes with requisite resources available.

Overall ChallengeChanges were dramatic, rapid and across all areas, making them difficult and complex to both implement and support.

Major changesLinking MCP/Hahnemann network with Drexel Network.Upgrading entire network.Membership in Internet II.Rapid introduction, piloting and full implementation of wireless network at all three campuses.

Phase I- Merging NetworksInstalling 3 T-1 between two main campuses-for faster access to Internet and improved speed for administrative users.Installing DSL links for suburban clinical practices.Standardizing all network switches.

Wireless specifications and costsPiggy-backed on top of a $5 million dollar infrastructure upgrade. Total Cost for wireless: $650,000.- $400,000 for Drexel University-- $250,000 for Medical School.

Implementing Wireless ServiceLaptop Loan Program in Library and Creese.Upgraded wireless cards.Introduced encryption.Favorable pricing for wavelan cards and purchase on web.

Upgrading NetworkBid Process-teams of bidders combining voice and data.Final Selection-PECOAdelphia and Qwest.Yipes Internet IQwest for Internet I backupQwest for Internet II

Implementation ScheduleTaking existing T1 services to an OC-48 Sonet RingLong distance traffic switched to Qwest while Ring is builtLocal voice carrier placed on net Long distance traffic becomes dedicatedUniversity City Campus Queen Lane CampusCenter City Campus

PBX Extenders--MCK Inc. Allows PBX capabilities to be utilized at remote locationsAttach extender unit at each remote location--housed near network router--utilizes data network for voice transmissionGateway is attached next to the switch--directly connected to TN off the PBXTraffic is transmitted over IP -box serves as converter for compression and decompressionEnables utilization of full Symposium ACD capabilityEconomical, easy implementation, no staff retrainingInterim Help Desk Phone Solution

Optical Patch 1635 Market C.O.3020 Market C.O.QwestYipes

MCPHU East FallsDREXEL Univ. CityMCPHU Center CityDrexel and MCP Hahnemann Metropolitan Area NetworkOC 48 SONET RingInternet 2 trafficInternet 1 trafficInter-campus traffic

Uniting all 3 campus PBXsDetermine ownership of Queen LaneInstall new Option 81C in Center CityStandardization of voice mail systemsThese changes will facilitate creation of a virtual help desk, further integrating support services. Voice Systems Future Goals

Addressing Support ChallengesRemedy Help Desk software.Symposium call distribution system.Voice menuing.Reorganization, training, and task/project management.

5862.if you are a student, press 1, if you are a faculty of staff member, press 2studentsfacultyQuestions on student bill press 1

Cable TV problem press 2

Telephone problem press 3

Network problem press 4STS Office2020 mailboxCDN 7401CDN 7402No dial tone press 1

VM password change press 2

Report telephone/network problem press 3

CDN 7491CDN 7491CDN 7491

Master ScriptGIVE RINGBACKif cdn = 7491 then execute script irt_telephoneelseif cdn = 7492 then execute script irt_consultelseif cdn = 7493 then execute script irt_support_adminelseif cdn = 7494 then execute script irt_accountselseif cdn = 7495then execute script irt_accounts_password

Addressing Support ChallengesFacilities Management work order/estimate program.Growth and development of web for support, communication and instruction.Contract employees

Academic impactIncreased support for online course development.Integration of technology into classes and to access new and non traditional students.

Next Phase of ChangesPut pilots into production if they prove practical and effective. Increase attention and support for academic technology exploitation and greater and more comprehensive penetration- ie. More extensive use of video, audio, animation on the web.

Next Phase of Changes-Cont.

Reestablishing University as a model of teaching and learning with technology and as a resource to other schools.Increasing and enhancing collaboration and demonstration of technological applications among faculty both internally and externally.

ObservationsCant do one without the other. Technological innovation, however modest or ambitious, cannot happen in a vacuum. Must have extensive suite of support services accompanying them.Skills are paramount for success.Otherwise: high degree of frustration, lack of use of resources. Given rapidity with which technology changes, this can result in a waste of expensive resources.

Observations- Cont.

Must look ahead to convergence of technologies and how to leverage and exploit them in conjunction with one another.Need for a comprehensive, integrative approach to technological innovation that includes academic and administrative use and benefits.

For the FutureIntegrating help desk technologies to improve effectiveness and efficiency and increase accountability.Piloting cell phone program as precursor for merging services.Cell phones extended arm in support.Piloting voice over IP as precursor of eventual merging of technologies.

Irt_telephone/*check if queue is open, if not give nite auto-attend ms26981*/If Day of Week = Saturday..Sunday then EXECUTE ClosedElseIf Day of Week = Monday..Friday and Time of Day = 17:00..08:59 then EXECUTE ClosedElseIf Date = Holiday then EXECUTE HolidaysElseIf Out of Service irt_telephone Then Execute ClosedEnd IFEnd IFEnd IFEnd IFGive RingbackWait 6

queue to skillset irt_telephonewait 18section loopif not queued then queue to skillset irt_telephoneend ifgive ivr 7220 with treatment 7016give music 43wait 30execute loopSection ClosedGive IVR 7220 with Treatment 26981Section HolidaysGive IVR 7220 with Treatment 26984DISCONNECT

else if cdn = 7497 then execute script MCPHU_Helpdesk else IF CDN = 7498 THEN EXECUTE SCRIPT FINANCIAL_AID1ELSE end if end ifend ifend ifend ifend if END IFROUTE CALL DEFAULT DN

Oc-48 comprised of 3 OC-3 between each campusEach campus can transmit to the other two at full speed on all three rings at one (465 mbps to each of the other two campuses)Internet 1 (DS3) link to Qwest is used only as a backup to the primary Internet 1 link to Yips (DS3)I2 link to Qwest (OC3) in Abilene. We currently use up to 45 Mbps of capacity and will grow by 15 Mbps per quarter until it reach 90 Mps in June 2001

End user enter a remedy ticketStaff member retrieving remedy ticket Outline of what callers hear when dialing 5862Master script controlling all call centersSymposium report example