UDOT moratoriums will prevent a fiber install to the 3300 south location until after 4/15/10. Two T1s will be ordered to support this new site until the spring. T1 installs are scheduled for December 09. Admin staff is schedule to move in December. Submitted by James Brown on 11/18/2009. Last updated on 11/18/2009

The new location for the Utah Schools for Deaf and Blind in Salt Lake City is 1655 E. 3300 S.  The Connor Street and Highland Drive locations will ultimately be closed and all student services will be moved to the 33rd South location.  Erate filing will be made accordingly.

Submitted by James Brown on 04/07/2009. Last updated on 04/07/2009

Because of the address change, this location requires Erate filing.  If approved the site will be turned up in 2009.

Submitted by James Brown on 12/03/2008. Last updated on 12/03/2008

Qwest is reviewing the engineering changes necessary to install the circuit at the new location.

Submitted by James Brown on 09/08/2008. Last updated on 09/08/2008

A new location at 3098 South Highland Drive has been selected for GigE services. A T1 will be ordered and used until Gig services can be installed.  The Conner Street location will remain open with the existing T1s. 

Submitted by James Brown on 07/08/2008. Last updated on 07/08/2008

The Highland Drive location has been dropped as a viable site. USDB is searching for a replacement location and will remain in the Conner Street site an alternative is identified. Qwest has removed this site from the project list until a site is selected. Submitted by James Brown on 01/17/2008. Last updated on 01/18/2008

The Highland Drive location has been dropped as a viable site. USDB is searching for a replacement location and will remain in the Conner Street site until an alternative is identified. Qwest has removed this site from the project list until a site is selected. Submitted by James Brown on 01/17/2008. Last updated on 01/18/2008

This site replaced Grantsville (fire rendered site unable to occupy) for phase 6. Submitted by James Brown on 10/06/2009. Last updated on 10/06/2009

Conduit needs to be re-installed due to permit issues. Submitted by James Brown on 10/06/2009. Last updated on 10/06/2009

Qwest is trying to resolve ROW issues for conduit. Target unknown at this time. Submitted by James Brown on 08/17/2009. Last updated on 08/17/2009

UDOT hold until 4/15.

 

Submitted by James Brown on 04/07/2009. Last updated on 04/07/2009

Canyons district will not be installing GigE at this location.

Submitted by James Brown on 06/17/2009. Last updated on 06/17/2009

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

Submitted by Kevin Dutt on 06/25/2009. Last updated on 06/25/2009

Quick Ticket / Leaderboard Development Project
PL	Work Package	Task	Assignee(s)	Start Date	Target Date	Status	Comments
HIGH PRIORITY DEVELOPMENT ITEMS
1	E-ticket button/ Auto Notifications	Auto notification via e-mail and pager/cell phone when  ticket delegated				DONE	1/28: E-mail funtions have been implemented adequately. There is also a pager option if needed.   9/24: The e-mail notice funcitn was added to the update in early Sept. Need to discuss phone/pager notifications next.
1	Reporting	Develop and implement filterable, searchable and formatable reporting tool for admin/mgt. statistics.				IN PROCESS	1/28: Disucssed the coming ability of a cvs export that should be available in the next 1-2 weeks. Down the road we will have the option to pull and include ticket history; for  now it will include only key heading and ticket information.                                                                                    1/22: Significant improvements have been made still need to discuss exportability options and abilities.                   9/24: Still being developed. Get update at next development meeting in October. Troy reports that Pete has 2 additional programmers working w/ him now.
1	Auto Population / Common Summary Terms for IVC	Review and implement auto population from TMS for site and event information. Implement a library of common IVC terms for summary auto-population				IN PROCESS	1/28: Disucssed the auto population of sites. Pete and Trou will inquire with Maw about how to export that informaion automatically on a regular basis. But if this is too involved we will provide them w/ a manual export on a regular schedule. We'll discuss the auto population of common terms in the next meeitng. 1/22: Work on event and site auto population is underway; Event name piece is working nicely after a bit of tweaking on slow down with the new code.  Need to discuss site name and Summary terms                                                                                                9/24: VOC staff have been requested to discuss and provide a top 10 list to begin w/. We will review this at the next dev. meeting.
1		Review the process for updating auto population information from TMS				ACTION NEEDED	1/28: See above notes.                                                               1/22: Review the most efficient way that we can ensure the auto population is kept up to date regularly.                     9/24: With the turn off of the iVIEW system we need to review and ensure there is a process in place for the uto population fo QT from TMS. It was discussed that this hinges on the TMS v.12 update and the ability to export site and event data in the correct format. L.V. and IVC Tier 2 are evlauating this.
1	Rollover archive and reference functionality	When entering a new ticket need to have a function that would allow previous tickets for the site/device to be displayed in some way for quick reference and review				NEW	1/28: Discuss at next meeting.                                                    9/24: As VOC has been discussing the best way to track calls and site problems would be nice to have a rollover or some way of displaying recent archived or other open tickets for a site or device to reference and review.
1	FYI and Tracking Ticket Display; Infor Tickets; Snooze button	Need to look at a way to display ( new tab, rollover, etc.) items for information and tracking in QT				NEW	1/28: Discussed a parking lot kind of function. Agreed to add a SNOOZE button that would "park" tickets out of the average time ticker. And wold allow reminders on these tickets so review will happen regularly.                     1/22: Discuss at next meeting.                                                9/24: VOC and Tier 2 have been discussing a way to easily reference informational items, announcements, etc. and find "tracking" tickets". Much of this needs to be discussed in regards to policy and process to follow as much as new tool features.
1	Deployment Template/Tab	A specific ticket template for hardware deployment; SIP phones, Video Codecs, etc.				NEW	1/28: Didn't get a chance to discuss in length. Would like to visit about at next meeting.
1	Use by Key Stakeholders / Regional Service Groups	Identify key support stakeholdrs to train, orient and employ QT for regional IVC issues and coordination.				DONE	1/28: More users than originally anticipated; this may have caused the slow down as earlier reported.                         1/22: Ability to more easily add users and ut into appropriate groups has been implemented. Tool has been pushed out and is being used by many stakeholders currently.                                                                                          9/24: Currently QT has been deployed for use at DATC, USU, San Juan…looking to implement in UBAT, SLCC, SUU and CEU w/ in the next 1-2 months
1		Create a RSG group w/ in quick ticket				DONE	9/24: This was implemented in the September update
		Ensure that outside access is able and that it is secure.				DONE	9/24: Authenticated log-in was implemented in the September update. Now requires a combination of FOB and static log-in depending on the user. Hope to clean up and implement a static log-in for all users.
1	Password  and secure log-in implementation	As push out access to key stakeholder support staff need to ensure it is secure and some level of password authentication is in place.				DONE	1/28: A new interface has been created to more easily add new accounts. Troy and Pete will work on creating local authentication on the QT server initially so static passwords can be more quickly implemented. Operations staff are complaining about having to use FOBs to log in to QT each time. And then work toward incorporating the tools server they are building; about 6 months out for that.                                                    9/24: As part of the Sept. update this was implemented. As a note NOC is working on a dedicated ACS for all secure tools. At that point FOB's should no longer be needed for those that use them for QT access.
SECOND PRIORITY DEVELOPMENT ITEMS
2	Guest Interface	Develop a view only level of QT access for general public use.				TABLED	1/28: Not sure want general public to be able to view ticket history and details as there may be secure information. The leaderboard view should satisfy this and the push out to key HUB and other support personell should be the path for institutions to get further information.                1/22: Does the top level view satisfy this? Not sure we want everyone looking at ticket details.                             9/24: At the last dev. meeting mgt. felt a nice feature would be to create a view only level of access for general public use and display.
	Average Ticket Age ticker made dept. specific	Once a ticket has been delegated to another dept. from the handler dept. need to remove that tickets age accrual from the originating dept. ticket age				IN PROCESS	1/22: Discussed this again and Pete will work on this.   9/24: this was discussed at the last development meeting. Dev. will evaluate the best way to do this and discuss at next meeting.
	Delegation/Re-Delegation and Escalation Functions	Need to have the ability either at a staff level or at Mgt. level to re-delegate a ticket to a department other than the original handler.				DONE	9/24: As part of the Sept. update this feature was implemented.
FUTURE DEVELOPMENT ITEMS
3	My Ticket link on main view screen	Would be nice to have a link back to the My Ticket screen from the larger leaderboard view				DONE	9/24: This was implemented a few revisions back.
3	WhatsUp tie in	Need to explore the possibility of integrating WhatsUp auto generated IVC tickets in the QT somehow				UPDATE	1/22: Discuss at next meeting.                                                9/24: This was discussed and dev. will look into a way to integrate.
3	Contact Management Database	Need to develop a searchable database of contacts for varied levels of stakeholder support groups and staff				UPDATE	1/28: Troy and others are working diligently on this. This will encompass all of UEN critical contacts. They will start with the basics to get the thing out of the gate and work w/ departments on further updates and information. They are building in an interface that will make chages by UEN staff or stakeholders easy and allow for global updating.   Hope to be able to start inputing info w/ in 2-3 weeks                1/22: Get update at next meeting.                                           9/24: Discussed that this is in development and that additional programmers are working w/ Pete on this and other items.
3	SIP Phone system integration	Need to explore the possibility of integrating the SwitchVox SIP phone system into the AT application				UPDATE	9/24: This was discussed and will be looked into. One of the new programmers has Asterisk experience and is  evaluating this currently.
DEVELOPMENT DISCUSSION NOTES
	1/28/2009
	Average Ticket Age	Fixing the average ticket age accumulations so time for dept. is only when it lives in the departments queue.
	Search and Reporting functions	Discussed upcoming search and reporting functions; CSV download for Xcell formatting, more detailed and filterable search criteria and ability to include detail and history when needed.
	Info Tickets/ Snooze Button	Info Ticket; Snooze button; Discussed the ability to "snooze" certain tickets into an area that will not accumulate average age but will still be visible and upfront for the delegated staff or department. These would be non-critical tickets and tasks.
	OMS	Discussed and saw the current build of the OMS tool and interface
	Contact Database	Discussed and saw the current build of the tool and interface
	9/24/2008
	Development Cycle	Discussed that there should be about a 3 month development cycle. There would be an admin. update and review and an implementation date set shortly there after.
	Reporting	Discussed that a new tab would be implemented for report filtering and other functions.  Criteria so far are; Device/Site, Operator, Department, Status, Date Range, Event… Discussed this could be in the form of a template w/ check boxes for data field filtering
	Stakeholders and support	discussed the ability of Tier 1 in NOC and VOC being able to add, delete, etc. accounts for QT.
	Authentication; tools ACS	Discussed that a dedicated new ACS system is being developed just for tools management.
	Contact Management Database	Discussed the work being done to implement a contact management database w/ in QT. More discussion at next dev. meeting.

Submitted by James Hodges on 01/29/2009. Last updated on 01/29/2009

1/29 Update; see previous entry

Submitted by James Hodges on 01/29/2009. Last updated on 01/29/2009

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.

 

Submitted by James Hodges on 01/16/2009. Last updated on 01/16/2009

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.

Submitted by James Hodges on 01/06/2009. Last updated on 01/06/2009

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

Submitted by James Hodges on 09/16/2008. Last updated on 09/16/2008

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

Submitted by James Hodges on 09/16/2008. Last updated on 09/16/2008

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

Submitted by James Hodges on 09/16/2008. Last updated on 09/16/2008

The next discussion will be in late October/November

Submitted by James Hodges on 09/16/2008. Last updated on 09/16/2008

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.

Submitted by James Hodges on 01/06/2009. Last updated on 01/06/2009

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

Submitted by James Hodges on 09/16/2008. Last updated on 09/16/2008

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.

Submitted by James Hodges on 09/16/2008. Last updated on 09/16/2008

Fiber build started mid July, we have been waiting on ROW. Estimated time for completion 9/15. Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

CentraComm is waiting to obtain fiber from Comcast.  2009???

Submitted by Kevin Dutt on 08/06/2008. Last updated on 08/06/2008

Fiber build has begun, ROW were approved through the city end of July. The estimated time for completion 9/15. Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

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

Submitted by Kevin Dutt on 08/06/2008. Last updated on 08/06/2008

The new Gig Service is cut-over however South Central will need to move the physical connection to the Iron DO. UEN is waiting on South Central. Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

Mou Recieved from District, Spoke with Jodi Davis and South Central is ordering the 3560's today.  Waiting for time frame from SC.

kd

Submitted by Kevin Dutt on 12/09/2008. Last updated on 12/09/2008

Waiting for the district to extend the router. Lamar was to have the fiber run 6 weeks ago, waiting on the Tooele District. Need to cut-over LAN Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

The trenching is in process waiting for due date from Beehive. Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

Site survey scheduled for Feb 4, Mike D. is the engineer and he will config devices, I will deliver the equipment to Trent Stokes the day of the site survey.  Waiting on Beehive for install date.

kd

Submitted by Kevin Dutt on 01/29/2009. Last updated on 01/29/2009

Need to conduct site survey with Beehive.  I've left multiple messages with Beehive and NO reponse.

kd

Submitted by Kevin Dutt on 01/14/2009. Last updated on 01/14/2009

Site survey scheduled for Feb 4, I will deliver routers (3560) to Trent Stokes the day of the survey.  Waiting for Beehive to give due date.

kd

Submitted by Kevin Dutt on 01/29/2009. Last updated on 01/29/2009

Waiting to hear from Beehive for install date.

kd

Submitted by Kevin Dutt on 01/20/2009. Last updated on 01/20/2009

Circuit is installed waiting for Uintah to confirm date to assist the LAN cut-over. Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

Spanish Fork City is installed waiting the equipment, 3560. Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

The city has installed the fiber, Brad Miller will terminate the fiber 3rd week in August. Submitted by Kevin Dutt on 08/10/2009. Last updated on 08/10/2009

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.

Submitted by James Hodges on 01/16/2009. Last updated on 01/16/2009

Work Package	Task	Assignee	Status	Comments
Linux CLI Training Class	Acquire Linux training as a needed skillset forfor SIP phone system development and support.	Dbrown, Mvarner	DONE	1/05: Mark and Damien have completed 2 levels of LINUX training from the UofU Ed Tech program.
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.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Mark, Damien and Wes have been meeting regularly; bit of a lul during the holiday but hope to get back on track in January.
	Learn the options available for customization of departmental queues based on dept. operational hours, staffing, and other needs.		IN PROCESS	1/05 Need Update
	Learn the process for configuring, testing, and installing SIP phones for deployment for internal and external stakeholders.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05We have implemented a draft process and will be discussing any gaps in the process in the coming weeks.
	Learn the current Agent Log-in/Log-out configuration for VOC stations. Learn what options are available for further customization	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Need Update
	Learn about reporting features and customization options for additional development for dept. and management needs.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Needs further discussion
	Learn about audio recording processes and customization for voice prompt and system messages.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Know how to do this internally. Need to discuss any needed reconfigurations.
	Learn how to tweak and customize system reporting functions based on management and administration needs.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Tabled for now until better understand the reports we want to generate
	Learn basics of system hardware; location, recovery and maintenance for redundant support of system.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05 Have been shown where core equipment resides and the processes for intervention
	Learn basics of system software configuration , functionality and maintenance for redundant support of system.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Need update
	Learn process for intervening in case of a operational or catastrophic failure.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Need update
Log-in / Log-out flaws	Evaluate and correct the current way the system displays agent log-out status. Currentlty both log-in and out show as a log-in.	Dbrown, Mvarner	IN PROCESS	1/05: Tabled for now as we can discern which is which at this point. Will look at again later for further refinement if needed
	Evaluate and correct the current system configuration of logging out an agent if 2 calls from que are not answered.	Dbrown, Mvarner	DONE	1/05: This has been fixed. Agent will not be logged out regardless of number of missed calls.
Call release issues	Evaluate and correct the current problem of the system not releasing calls; Weston and Nisi extensions as an example.	Dbrown, Mvarner	DONE	1/05: This has been fixed. Not sure exactly how Wes fixed it though.
Dept. Voice mail re-configuration	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.	Dbrown, Mvarner	IN PROCESS	1/05: Working on enabling a "hot key" on dept. phones to indicate a VM is waiting.
	Need to evaluate the implementation of a system/network outage message that can be customized on the fly	Dbrown, Mvarner	IN PROCESS	1/05: Tabled for moment, need to discuss in more detail what kind of messages we can and need to have at the ready. Will discuss in coming weeks.
	Need to develop an after hours assistance message/process.	Dbrown, Mvarner	IN PROCESS	1/05: See above comment…
Agent/Device assignment model	Work w/ Management to evaluate and re-design the agent/device assignment model for IVC dept. needs	Dbrown, Mvarner, JHodges	IN PROCESS	1/05: Need Update and discussion
Dept. Voice Mail functions	Work w/ Management to evaluate and re-design the IVC  voice mail model for  dept. needs.	Dbrown, Mvarner, JHodges	IN PROCESS	1/05: Need Update and discussion
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.	Dbrown, Mvarner, JHodges	IN PROCESS	1/05: Need Update and discussion
	Evaluate if system can support CID from common carriers	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Need update and discussion
	Evaluate ability to integrate other stakeholder SIP or IP phone deployments into the UEN SIP system.	Dbrown, Mvarner, Wfurgason	IN PROCESS	1/05: Furgason indicates that this will requirte an Asterisk server at each LAN; 12-1500 a pop; needs management review and discussion
Quick Ticket Integration	Evaluate the ability of SwitchVOX and Quick Ticket systems integrtating and complementing each other.	Dbrown, Mvarner, JHodges	IN PROCESS	1/05: Need to talk w/ TJ regarding a plug-in he is developing as reported by Wes.
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.	Dbrown, Mvarner	DONE	1/05: Damien and Mark feel they are well versed in SIP phone configuration.
Draft a new phone request, configuration, testing 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.	Dbrown, Mvarner, Jhodges	IN PROCESS	1/05: A draft of the process has been created and is being evaluated currently for GAPs and improvements. We will be having a follow up discussion in the coming week regarding the process and any problems encountered.
Statewide Dial Plan for SIP deployment	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.	Dbrown, Mvarner, Jhodges, Engineering	NO PROGRESS	1/05: Need to attempt at least one more discussion w/ engineers and others regarding this. Is our current dial plan scaleable and expansive enough to accommodate anticipated growth in both voice and video

Submitted by James Hodges on 01/09/2009. Last updated on 01/09/2009

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

 

Submitted by James Hodges on 01/08/2009. Last updated on 01/08/2009

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.

 

 

 

Submitted by James Hodges on 01/06/2009. Last updated on 01/09/2009

View History.

Submitted by Kevin Dutt on 09/16/2008. Last updated on 09/16/2008

A project plan has been assembled and teams are preparing for the move. We will continue meeting on a bi-weekly basis as we approach the move date set for 12/28/09. All activities are on schedule and within budget at this time. Submitted by James Brown on 11/18/2009. Last updated on 11/18/2009

A project team has been assembled and the initial task list created. We will continue to meet on a monthly basis until the need for more frequent meetings arises. To date, all activities are on schedule. Submitted by James Brown on 11/18/2009. Last updated on 11/18/2009