Integrated Information Management - The Fruits of Convergence Brenda Helminen, Director Dan...

Integrated Information Management - The Fruits of Convergence

Brenda Helminen, DirectorDan deBeaubien, Sr Telecommunications Engineer

Telecommunication EngineeringMichigan Technological University

ACUTA Winter 1999 Seminars

ACUTA Winter Seminar 1999

Outline Introducing Michigan Tech Telecommunications at Michigan Tech

Organization Service Offerings

Automated Workflow Infrastructure Examples Conclusion


Michigan Tech Facts Public University Total Enrollment: 6,302 Graduate Enrollment: 628 Carnegie Foundation Doctoral II status 400 Faculty, 1000 staff Ranked programs in Environmental,

Mechanical, and Metallurgical Engineering


Where the heck is Michigan Tech? U.P. of Michigan Lots and lots of

snow Far from

everywhere


MTU Telcom OrganizationEngineering Staff Customer Service Staff

Director Director

Vice Provost for IT


MTU Telcom Infrastructure Data Network Centrex Telephone Network PBX Telephone Network CATV Broadband Network Wideband Network for EDS, video distribution Remote sites (ISDN, Wireless) Satellite Earth Station Radio Facilities


MTU Telcom Services Network connections, including ResNet Telephone equipment lease Telephone lines (Centrex, PBX) Toll and local calling Pagers Cellular phones


MTU Telcom Services (continued) Dial-in modem connections Voicemail Equipment sales (NIC cards, cables, hubs) Computer maintenance


MTU Telcom FUNDING Supplies and Services funded through fees Salaries (majority) centrally-funded Salaries (customer service representatives

and technicians) funded through service fees Regardless of funding source, positions are

managed at the University level


Automated Workflow ConceptAutomated workflow is the ability to directly modify subscriber information, service characteristics and device settings from a workorder-driven telemanagement system.


(mostly) Centralized data

Open Systems

Standard Protocols SNMP LDAP SQL ODBC*

Provides feedback

Automated Workflow Pieces


Automated Workflow Feedback Bad data causes

non-functional equipment

Guarantees consistency across system records

Forces work-order-driven changes

Cross reference between facilities documentation and billing records


Automated Workflow Benefits Reduction in technician labor Reduction in redundant (possibly inconsistent) data (much) Reduction in work order completion time Increase in data accuracy Increase in data accessibility (mostly) Eliminates the ability for ‘short cuts’


Automated Workflow Examples


MTU Kiosk Distribute access passwords Verify directory information Data from the LDAP server Simple Visual Basic app. Microsoft PowerPoint front end Maintenance free*


MTU Kiosk Dataflow


MTU SNMP Gateway - ResNet

1100 dorm rooms - approx. 2000 connections 85-90% requests received within the first two

weeks of fall term All are 10Mbps Ethernet Telcom provides cables, hubs, and NIC cards


MTU SNMP TMS MAC Form


MTU SNMP TMS Assigned Inventory


MTU SNMP TMS Billing Record


MTU SNMP TMS Path Detail (pre-close)


MTU SNMP TMS ResNet Asset


MTU SNMP TMS Final Path Detail


MTU SNMP TMS Assigned Subscribers


MTU SNMP TMS Path Report


MTU SNMP Process Description All information about connection contained within

telemanagement system’s subscriber, facilities, asset and inventory modules

Jobs run every 10 minutes to check for work order closures or device resets

Delinquent accounts have service suspended automatically*

Technicians rarely needed (jacks are pre-connected) Supports any SNMP-compliant device


MTU SNMP Process Results Automated process has handled the “beginning

of year rush” for the last 2 years Average time-to-service reduced from two weeks

to minutes DNS/DHCP configuration is automated Security level raised significantly Customer service staff can reset ports (again) Service data records MUST be correct!!!


Media Access Points - MAP Project Address several issues

Customer confusion Horizontal cable management Service location management 911 IP Telephony Accurate campus jack inventory


Project MAP Scope Project scope limited

to horizontal cabling Documents

service location #jacks jack/wire type termination block

Data designed to drop into telemanagement system


Project MAP Specifics Database “connects”

block positions with specific jacks

Manages well defined list of buildings, closets, floors and rooms

Emphasis placed on high level of database referential integrity


Project MAP Outputs Jack labels Block tags Maps Web apps


Project MAP Progress Project started mid May ‘99 To date

17 of 80 buildings* Total of 84 floors 130 Telcom closets 4136 jack locations 16,500 individual jacks 44,575 pairs of wire 1786 cross connect blocks


Project MAP Resources 3-5 Students (mostly MET’s) totaling 40-60

hours/wk (950 work hours)

Very fast PC

RNPC*

Bob


Automated Workflow Next Steps Visual work request web form Full asset and inventory integration Deal with Point Of Sales functionality Streamline work notification and completion

process (workorder routing) Visual service information web forms


Other Automated Projects Automated Directory IVR PBX Directory PH/Finger Servers Class Rosters Grades by Phone E911 CAD system


Questions?

For more info contact: [email protected]

presentation available at: www.tc.mtu.edu/telcom/acuta99/index.htm

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