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v3.0, published 2/27/19

Strategy Statement: To provide a cost-effective telecommunications solution for the UW Enterprise in support of faculty, staff and UW campus locations.

Vision: Taking into account financial constraints, balance the service delivery in a manner that provides high availability, operational stability, and life-cycle awareness.

DriversInitiativesOutcomes
  • Disruptive change - evolution of VoIP

Current (FY19)

  • Migrate to SIP protocol: Endpoints and trunks
  • Migrate South Lake Union to SIP retiring Blue Network
  • Investigate replacement of Call Center support equipment with Call Center as a Service

Planned (FY20)

  • Research opportunities for self-service
  • Complete migration of PSTN trunk from TDM to SIP
  • Refresh media-gateways
  • Migrate remaining H323 phones to SIP

Future

  • Access to cloud-based offerings
  • Reduced hardware (gateways) and associated maintenance costs
  • Converge network infrastructure
  • Improved audio quality and fax completion
  • Retire hardware (G650) - entering end of support and no know longer receiving updates
  • Retire AudioCodes high-capacity media-gateway
  • Fully retire legacy telecom backbone, "Blue Network"
  • Move to single supported VoIP phone protocol
  • Define next supported model of VoIP phone (current 9611G is end of sale)
  • Disruptive change - hyper-convergence

Current (FY19)

  • Implement hyper-converged server infrastructure

Planned (FY20)

  • Investigate hyper-convergence for DR site or extension to cloud
  • Add additional node to clusters ADS and Tower DC

Future

  • Renew maintenance contract for remaining life of hardware
  • Reduced data center footprint
    • Reduced monthly overhead cost for data centers
    • Reduced utility requirements (cooling, electricity)
  • Refresh telecom server infrastructure
  • Applications refresh for continued supportability, and/or more to cloud offerings
    • Bring applications up to current release of existing products; or
    • Replace with open sourced products; or
    • Migrate to cloud services
  • Continued movement toward software-based communications
  • Implement Avaya media server
  • Disruptive change - cloud offerings

Current (FY19)

  • Refresh adjunct applications with cloud offerings, open source application, or off the shelf products
  • Research cloud-based call center products

Planned (FY20)

  • Refresh current IVR solution utilizing a mixture of current systems, open source, and cloud
  • Refresh current call reporting solution (CMS)

Future

  • Continued comparison of cloud offerings vs. open source vs. off the shelf products
  • Best of breed product selection
  • Add functionality that would be costly to implement on-site
  • Compare upgraded version of current product with third-party offerings
  • Reduce/stabilize business service costs

Current (FY19)

  • Continue migration from vendor-specific protocols to open source protocols (SIP) to mitigate vendor reliance
  • Competitive procurement of bulk rate long distance
  • Replace existing DC power systems

Planned (FY20)

  • Seek new vendor/service provider relations due to ConvergeOne acquisition spree

Future

  • Publish RFP for maintenance contract to cover existing Avaya equipment and maintenance
  • Continued comparison of cloud offerings vs. open source vs. current production model
  • Reduce long distance telecommunications costs by contracting services across multiple providers
  • Provide increased service functionality while maintaining existing tariff rates
  • Implement AC/DC rectifiers to reduce expenses associated with DC power system maintenance
  • Increase vendor purchasing leverage
  • Increased Reliability And Availability of Open-Sourced Solutions

Current (FY19)

  • Open source project underway to investigate use of various open sourced products for use across the various telecommunications systems

Planned (FY20)

  • Continued research of asterisk (open source) based communications system in parallel with existing vendor-provided technology

Future

  • Continued comparison of cloud offerings vs. open source vs. current production model
  • Reduced cost
  • Change to operational support -
    • Support of multiple core systems (alternate SIP registration)
    • Improved supportable from less complex adjunct application (e.g. conference server - moved from 6 virtual servers to 2)
  • PSTN refresh

Current (FY19)

  • PSTN trunk rework (multi year effort)
    • Consolidate PSTN services and trunk groups
  • Implement ITSPs
    • CenturyLink
    • Allstream (formerly Integra)

Planned (FY20)

  • Migrate Magna5 service to SIP trunks
  • Implementation of ITSP long distance
  • Investigate SIP access in various failover scenarios

Future

  • Rightsized PSTN connectivity
  • Reduced monthly cost
  • Seamless failover design with duplication of services
  • Less complex PSTN connectivity
    • Primary / Backup trunk design
  • Leverage IP redundancy over circuit redundancy

Contributors: Tyler Preder, Steve Mack, Mark Strand