Waiting Bids to return from Dan Johnson for Fiber install .  At this point UEN will determine the funding we coulsd provide for this project.

1/29 Update; see previous entry

A new QT beta version is in front of staff currently. Initially the Video Operations views were incorrect with no Video Event field. This got fixed the day after the beta announcement. Initially we also could not see the Search results counter, but as of Thursday this was functional. VOC will continue to run the beta version for production submissions. Programmer indicates additional improvements will be made over the next few weeks as well.

We have not seen the October update or had any recent development discussions. Need to get a discussion together to talk about next update and priority revisions.

Team will evaluate current and needed functions to further develop the tool for departmental needs.

The current list of develpment items are:

-evaluate how QT pulls auto population data for IVC events and sites

- Add an e-mail notification field to ticket entry area

- Need to incorporate RSG groups and accounts as needed, develop processes and instructions for use

- Need to build reporting functions into the current tool

- Agree to a regular development/update schedule; recommend every 3 months

- Create a secure password and login for tool

- Re-delegation function; need to be able to delegate, delegated tickets to other dept.'s for hand off

- Average Ticket Age: need to remove the ticket accrual time for the handler dept. once delegated to another dept.

- Create a Contact mgt database

- SIP Phone system integration

Priority items for the start of school were discussed;

1. Rollover of summer DB; we will roll over the DB the weekend of the 23rd to start fresh on the 25th.

2. Reporting; discussed needs for reporting tool and suggestions for layout and export options.

3. An e-mail contact field will be added so e-mail updates can be sent for those that need/request it.

4. We agreed to about a 3 month development cycle

We also talked about alot of later version develpoment item

The next discussion will be in late October/November

The training has been accomplished and most of the end point service contracts have or are expiring. Need to discuss w/ Louie and Tier 2 a plan for regular updates.

Select Tier1, Tier2 and IVC Management will get together to discuss a regular schedule for updating video endpoint passwords and software revisions.

Once the end-point service contract renewals and new database is finalized and staff have had additional TMS training we will be in a better position to track these updates and accomplish them using TMS as a tool to do so.

CentraComm waiying to obtain fiber from Comcast, 2009???

NEW Task; we have asked Mark to configure a NOC queue button on the last line of VOC phones to start taking out of NOC service hour calls. We will visit this on the 20th and review with staff the expectations of this.

UPDATE:

- SIP DEPLOYMENT: semi approved draft of SIP deployment process created and being used now; some things would like to see in QT to make this more efficient, we will discuss w/ programmers

- Log In/Out flaws: tabled this for now as we can discern which is in/out; will look at this later

- Call Release issues; w/ Wes and Nisi's phones have been resolved by Wes, not sure what he did to fix it.

- Missed calls log out; issue has been fixed; queue will no longer log an operator out due to missed queue calls

- Regional SIP integration; will require an Asterisk server at the edge of the LAN to integrate...need to discuss w/ Mgt. how important this is as each network would require an edge server at 12-1500 a pop

- Dept VM re-config; in process; working on a hot key button on VOC phones to notify of VM waiting

- Outage Messages; need to further discuss this; how best to do on fly; pre-recorded generalized messages and/or ability to make a quick message as needed, table till after first of year

-QT integration; Wes reported to Mark that Troy is working on some kind of plug-in for this; need to discuss w/ troy and pete at next QT discussion

- Need to find out about status of redundant server from Wes

TRAINING and ORIENTATION:

- DONE; Acquire LINUX training to become more familiar w/ CLI and language

-IN PROCESS; Hold regular, weekly sessions with Wes F. to bring Mark and Damien up to speed on curent platform functions and features.

Overview/Evaluation of current system design and configuration:

- Learn what the current Agent/Device assignment model is; physical/logical. Learn what options are available for a Logical assignment model.

- Learn the options available for customization of departmental queues based on dept. operational hours, staffing, and other needs.

- Learn the process for configuring, testing, and installing SIP phones for deployment for internal and external stakeholders.

- Learn the current Agent Log-in/Log-out configuration for VOC stations. Learn what options are available for further customization

- Learn about reporting features and customization options for additional development for dept. and management needs.

- Learn about audio recording processes and customization for voice prompt and system messages.

- Learn how to tweak and customize system reporting functions based on management and administration needs.

- Learn basics of system hardware; location, recovery and maintenance for redundant support of system.

- Learn basics of system software configuration , functionality and maintenance for redundant support of system.

- Learn process for intervening in case of a operational or catastrophic failure.

SYSTEM PRIORITIES:

Log In/Out Flaws and Issues:

- Evaluate and correct the current way the system displays agent log-out status. Currentlty both log-in and out show as a log-in.

- Evaluate and correct the current system configuration of logging out an agent if 2 calls from que are not answered.

Call release issues:

- Evaluate and correct the current problem of the system not releasing calls; Weston and Nisi extensions as an example.

Dept. Voice Mail functions and re-configurations:

- Need to change the current voice-mail notificaiton model. Suggest that all queue VM's go to a shared access folder, e-mail wav sent and/or a specific device button be assigned for notificaiton and retreival.

- Need to evaluate the implementation of a system/network outage message that can be customized on the fly

- Need to develop an after hours assistance message/process.

SYSTEM DEVELOPMENT ITEMS:

Agent/Device assignment model:

- Work w/ Management to evaluate and re-design the agent/device assignment model for IVC dept. needs

Department Voice Mail Functions:

- Work w/ Management to evaluate and re-design the IVC  voice mail model for  dept. needs.

RSG and stakeholder SIP Integration:

- Work w/ Management to evaluate and design a process for incorporating RSG staff into the IVC IVR system. Creating a separate queue for DES staff, etc.

- Work w/ Management to evaluate and design a process for incorporating RSG staff into the IVC IVR system.

- Evaluate if system can support CID from common carriers

- Evaluate ability to integrate other stakeholder SIP or IP phone deployments into the UEN SIP system.

Quick Ticket Integration:

- Evaluate the ability of SwitchVOX and Quick Ticket systems integrtating and complementing each other.

END POINT SIP DEPLOYMENT PROCESS:

SIP phone, configuration, testing and implementation:

- Ensure have a solid understanding of SIP phone configuration and testing for devices to be deployed both internally to UEN and to IVC end points.

Draft an efficient SIP phone request and deployment process:

- Work w/ Management and FOPS to develop a process for SIP device; requesting, hardware acquisition, configuration, testing and deployment. Develop a realistic timeframe for turn around and completion.

Evaluate current statewide dial plan for SIP deployment and IVC/SIP growth:

- Work w/ Management and Network Engineers to evaluate and develop an updated dialing plan that will allow for growth and expansion for IVC end site SIP phone deployment.

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