ISC NETWORKING AND TELECOMMUNICATION SERVICES

DAWN C. AUGUSTINODAWN@ISC.UPENN.EDU

MARCH 2011

ISC Networking and Telecommunications

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MARCH 2011

ISC offers Cost Effective Services Including:Video Conferencing at PENN Custom Research Networks at PENN (Internet2 ION)Call Center ServicesTelephone AuditsPenn’s VoIP Replacement for Traditional Phone

ISC Networking and Telecommunications Service News

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Video Conferencing at PENN

ISC offers a videoconferencing facility for interactive video events; located at 3401Walnut Street

For classes, meetings and events Green screen technology (virtual backdrops),

computer presentations, video and audio recording Tools include one-to-one, one-to-group, group-to-

group collaborations

$12/connecting site/per hour Standard Definition$24/connecting site/per hour for High Definition

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Research Networks at PENN

ISC offers custom research networksISC will create custom network solutions to support Research. Connections are offered to National/International research facilities using PENN’s Internet2 ION (Interoperable On Demand) service

Rutgers University, Australia, Manchester U.K. Princeton, New York, Michigan

Contact ISC for additional information http://www.upenn.edu/computing/isc/networking/orderforms.html, Select PennNet

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ISC’s Call Center consolidates telephone calls, e-mail, chat, and fax requests into one fully integrated communications service offering:Caller self-service for frequently asked questions such as mailing address, deadlines, or directions to an eventCommunications based on time of day and/or day of week (e.g., after 5:00 PM, calls are sent to another number)“Menus” to direct calls based on type of requestSpecial announcements for University holidays Capability to record conversationsMusic on hold, customer call back services

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Call Center Services at PENN

Call Center Services at PENN

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700,000 CALLS ANNUALLY AND GROWING!

Customers IncludeThe Dental School

The Veterinary HospitalStudent Health Services

Student Registration and Financial ServicesUndergraduate Admissions

Wharton MBA Facilities

Annenberg Ticket OfficeAthletics Ticket Office

http://www.upenn.edu/computing/voice/

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Telephone Audits at PENNWe Can Save You Money

Cumulative FY11 Projected Customer Voice Savings, $850K

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Audits should potentially result in reducing the number of telephone lines and voice mail boxes currently in use

Departments may use the review to identify lines for disconnect

Cannot locate a phone line? – ISC will Help! Lines may be suspended for 2 weeks; disallowing

telephone calls – then disconnected

To Get Started - Go To http://www.upenn.edu/computing/isc/networking/orderforms.html select “Voice – Telephone Audit”

Telephone Audits at PENN

Penn’s VoIP Replacement for Traditional Phone (PennNet Phone)9

Focusing on high call volume customers for 50% usage discount

Providing free telephone wiring/conversions through FY12

Reviewing unused telephone lines and disconnecting

Monthly Training Sessions offered; register at http://knowledgelink.upenn.edu/

More information available at http://www.upenn.edu/computing/voice/

Penn’s VoIP Replacement for Traditional Phone (PennNet Phone)10

Multi-line Telephone Services - Capability to place a call on hold and pick-up from another setWe will return service to existing customers 4Q/FY11Departmental conversions will resume 4Q/FY11

Floor-by-floor Building-by-building

ISC Networking and Telecommunications

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