This project aims to evaluate and select a Next Generation Unified Communications (NextGen UC) solution for the future direction of voice services at Penn. The proposed enterprise voice solution is expected to incorporate mobility and soft clients. We may also choose to include chat and video capabilities, depending on vendor capabilities.
ISC currently offers three voice services: PennNet Phone, Contact Center, and Traditional Telephony (Centrex). During this project, we will identify a replacement for PennNet Phone service. We may also choose to replace Contact Center and/or Traditional Telephony service components, based on vendor capabilities.
The project team will evaluate up to three vendor solutions to determine if they are functional and feasible for Penn. Afterward, we will partner with a small team comprised of representatives from Schools and Centers to complete a Proof of Concept exercise. During the Proof of Concept, the project team and Campus Partners will validate whether (or how well) the proposed solution is a fit for Penn.
Our vendor selection and evaluation process will align with ISC Cloud First principles. Our technical direction will align with the Technology Services Strategy Review Board's Strategy for Unified Communications. We will engage with Schools and Centers to validate potential NextGen UC solutions in Spring 2019 to inform a final recommendation.
Benefits
- Cloud Architecture – The new service architecture will align with ISC Cloud First Program objectives.
- Softphone/Soft Client– The new service will have softphone capabilities. A softphone (soft client) is an application that enables voice over Internet Protocol (VoIP) telephone calls from your desktop computer or a mobile device over the IP network.
- Mobility – Schools and Centers may choose to leverage mobile capabilities available in the new service, to adapt to current and future business needs allowing for flexible workspace, hoteling, or work remote options.
Project Sponsor: Mark Wehrle, IT Technical Director, ISC TS Communications & Collaboration Technologies
Project Owner: JoDe Beitler, IT Manager Sr, ISC TS Unified Communications
Project Manager: Stacey Torres, IT Sr Project Leader, ISC TS Communications & Collaboration Technologies
Project Team:
- Barb Addario, ISC CS, Client Care
- Sheila Bayes, ISC CS, Client Care
- John Crann, ISC TS, Communications & Collaboration Technologies
- Bob Enck, ISC TS, Unified Communications
- Beth Logan, ISC CS, Client Care
- Dave Menchaca, ISC TS, Unified Communications
- Uresha Modi, ISC CS, Client Care
- Michele Narcavage, ISC TS, Unified Communications
- Emmett Rogers, ISC TS, Unified Communications
- Aaron Smith, ISC TS, Platforms and Network Engineering
- Danielle Southerland, ISC TS, Enterprise Command Center
- Matt Sullivan, ISC CS, Client Care
- Tomo Takebe, ISC TS, Unified Communications
- Ed Urmston, IS TS, IP Engineering
- Vic WIlliams, ISC CS, HireIT
Proof of Concept with Campus Partners
41 volunteers participated in the Proof of Concept (PoC) representing APPC, Business Services, Dental, DRIA, College Houses and Academic Services, Nursing, Penn Purchasing, Provost, SAS, SEAS, Undergrad Admissions, VPUL and Wharton. In coordination with the Van Pelt Library IT Staff, we established a mock office space to showcase more advanced features and functionality.
These were the goals:
- Validate that the proposed vendor(s) service features and functions match or outperform existing PennNet Phone capabilities. Record test results.
- Validate User Stories. Record and analyze criteria for success in Schools and Centers.
- Discovery. Engage with vendor(s) to discuss migration process and training options
For those of you that volunteered, we thank you! If you did not get an opportunity to participate and would like to learn more, please contact us via e-mail at nextgenuc@lists.upenn.edu.
Information Sessions
Several Information Sessions were held to provide more details regarding the project teams efforts from November 2018 through June 2019. We provided quick project updates followed by technical demos, and Q&A. We solicited participation, generated ideas for testing, identified user stories, and developed success criteria to guide us through the Proof of Concept phase. If you did not get an opportunity to attend and would like to learn more, please contact us via e-mail at nextgenuc@lists.upenn.edu.