ACUTA FALL SEMINAR

October 17, 2012 1

THE CHANGING OFFICE ENVIRONMENT

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PREDICTIONS

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• By 2013 40% of knowledge workers worldwide will have abandoned or removed their desk phones.*

• In many organizations today, the desk phone could be easily removed with little or no impact to the performance of the individual.*

* Gartner’s Top Predictions for IT Organizations and Users, 2009 and Beyond: Where is the Money? February 4, 2009

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• Mobility

• Flexibility

• Options

WHAT IS THE “DESK PHONE”?

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Wired Communications Device

• Business Function

• Safety Function

• Fixed & Known Location

• Reliability/Availability

• Resiliency

REMOVING THE DESK PHONE . . .

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Safety

Isn’t a technology question

THE PENN STATE ENVIRONMENT @ UNIVERSITY PARK

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STATS – JUNE 2012

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Service Users

VoIP DIDs 15,144

VoIP Devices 14,426

VoIP Analog 1,044

Centrex 2,954

Residence Halls 1,184

Infrastructure Users

POE LAN Switches 1,284

UPS 348

Aggregation Switches

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SERVICE DRIVERS

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• Separate LANs - segregate traffic from departmental LANs

• SLA Availability: 99.9%

• Minimum 90 minutes of power back-up to the edge telephone device

• Capture all CDR information

• Emergency Response:

Location information to County PSAP

WHERE PENN STATE IS HEADED?

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• Deploy a Unified Communications solution

Lower costs

Features

Options

Mobility

THE FUTURE PENN STATE ENVIRONMENT

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• Leverage soft-phone functionality

Separating device from function

Voice across administrative LANs

Eliminate need for dedicate network & device

Mobility

SO WHO CARES IF WE REPLACE THE DESK PHONE WITH A SOFT PHONE?

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• DIDs are a University asset and identity

• Departments decide tools for job OHR

• CDR information is required for legal investigations and e-Discovery

Security &

General Council

• Encryption Privacy

• Reliability and Availability

• Ability to call 911, Police Services, etc. Risk Management/

Public Safety

HURDLE 1

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OHR Work

Environment Consultation between management and staff

Personal Cell Phone

Reimbursement

Giving up desk phone does not entitle staff to cell phone reimbursement

DIDs DIDs are a University asset and will be provided to staff, as required

HURDLE 2

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Security

E-Discovery Capture all Call Detail Records for all voice traffic through the system – SIP Core

Network Security

Develop LAN Administration Guidance or transition to central LAN support

HURDLE 3

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General Council

Voice Services are Different

Establish policy and disclaimer to deter users from forwarding voice-mail/e-mail off psu.edu domain

On-going debate

HURDLE 4

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Privacy Office

Need to insure privacy of voice

traffic

Encrypted server-side Database (AES 128/256)

Encrypted voice calls over Internet

HURDLE 4

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Risk Management

Ability to Call 911/Local PSAP

ITSP has functional capability

On-Network location Off-Network Functionality Mobility TBD

Ability to provide location

information

HURDLE 4

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Risk Management

Utilize Telco provided service Emergency,

Elevator, etc.

Alternative Communication: PC Compromise

Suite Phone

90 Minutes of Power

Personal Cell Phone

Suite Phone

Personal Cell Phone

SERVICE ARCHITECTURE APPROACH

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• Service Tiers

Tier 1: High Reliability/Availability and Low Feature Sets

Tier 2: Network Dependent Reliability/Availability and High Feature Sets

o Tier 2a: Network Dependent Reliability/Availability and Low Feature Sets

Tier 3: High Reliability/Availability and High Feature Sets

PROPOSED APPROACH

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A power-backed up telephone device must be easily available in every suite or publicly accessible office. • A suite or publicly accessible office is defined as an

office space which has an egress to a publicly accessible hallway or exterior entrance.

• A power-backed up telephone device is one which will provide dial-tone services for a minimum of 90 minutes during a power outage. o Telephone device powered via a POE LAN switch with UPS back-up

o An “on-network” IP analog telephone device with UPS back-up

o An “off-network” analog telephone device (e.g., Centrex)

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Office

220 sq. ft.

Office

220 sq. ft.

Office

220 sq. ft.

HALL/Exterior

OFFICE LAYOUT

Office

220 sq. ft.

Office

220 sq. ft.

Office

220 sq. ft.

Emergency Phone

Admin Phone or Analog

Analog Phone

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WHAT ABOUT THE MOBILE USER?

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Still under development:

• Requirement for location information when a user is “on-network”

• Requirement for location information when the user is “off-network”

• Interface/Interaction with local PSAP

• Disclaimers?

SUMMARY

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• Removing the desk phone may be more difficult due to policy challenges than technical challenges

• Engage the appropriate stake holders early:

Risk Management/Privacy

Security

General Council

Police/Emergency Services

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