HUIT Communication Services Quarterly Business Review June 17

HUIT Communication Services Quarterly Business Review June 17, 2020

Agenda 1. Service Updates – Jabber – Cloud e. Fax – Legacy Voicemail migration 2. FY 21 Rates 3. e. Fax Demo 2

Jabber

Jabber Softphone Jabber provide a consistent user experience enabling users to meet and collaborate anywhere with virtually any device. Users also maintain the same levels of security you have at the desktop with mobile applications without a virtual private network (VPN). Access voicemail Search University directory Share content Make voice calls Make video calls IM and see presence within the University 4

Jabber Use Cases Use Case Key Benefits Users Example Enable Remote Phone Communications Staff Faculty All • Receive calls on Harvard Phone line while: o At home o While traveling o During office relocations o Working in flex work space • Support Flex Work space • Reduce desk phones & shared devices • Reduce network infrastructure (Jacks, switch port) • Reduce Administration of Phones • Service consistency Leverage Communications Core Infrastructure & Features Staff Faculty All • Allows calls to be made and received from Harvard published phone line on Harvard Network Leverage • University long distance & International dialing capabilities • University Voice mail • Directory dialing • University security standards (SSO) • Service consistency Business Continuity Staff Faculty All • Continue to utilize published Harvard phone numbers • Continue to run business operations: o Snow/weather event o Building closure o Protests, work stoppage, etc. • Departments remain operational • Calls to Harvard offices & Departments continue to be answered • Help desk organizations continue to offer support • Staff remain productive • Support Flex Work • Academic & Business Continuity 5

Multi-line Jabber allows you to use up to eight different phone lines within the Jabber desktop client. If you use several phone lines for your daily tasks, Multi-line allows you to leverage all the advanced calling capabilities for each line. • Remote support for Department/Office and Shared line coverage – Continue to provide coverage for the shared lines you have on your office phone – Know who is calling and from which line the call is ringing in on – Use the Shared or Personal line to make return calls – Make calls from department published lines – Maintain support of department lines remotely without having to change call forwarding based on coverage – Provide a consistent user and customer experience • Business Continuity for Contact Center departments. • Supported on Desktop/Laptop application After your multiple lines are configured for use, you can: – Select a preferred line for making calls – View missed calls and voicemails on all lines 6

Jabber for the New Norm & Campus Re-entry • Onboarding/New Installs – Jabber-only for remote and onsite phone service • Avoid shared desk sets/devices • Phone service & work space flexibility • Business Continuity Preparedness 7

Jabber Softphone IT Support Model Tier 3: HUIT UC Technical Operations/Engineering - Troubleshoot complex Jabber issues - Escalate to Vendor, if necessary - Manage system upgrades and maintenance events Tier 2: HUIT Harvard Phone Triage and Support - Process multiline Jabber and non-standard requests - Support system upgrades, testing and communications - Provide Jabber training for Local IT and Customers - Resolve or escalate feature or service issues ( UC Tech Ops/Engineering) Tier 1: Local IT Support - Assist with Jabber client installations and configuration for desktops and cellphones - Troubleshoot connection issues - Initial triage of common problems, escalate to HPH Triage via Service. Now, if necessary Tier 0: End User Self Service - Download Jabber mobile client from cellphone store - Download Jabber desktop client from HUIT Share. Point or local Software Center - Jabber Soft-phone User Guides and Service. Now Jabber Knowledge Articles 8

e. Fax (Cloud Faxing)

Cloud Faxing Solution Goal - Provide secure faxing capabilities for level 4 data - Provide secure remote faxing - Simple send/receive functionality 10

Benefits • Eliminate the need for copper wiring • Eliminate the need for Analog Centrex lines • Provide metrics on usage and transaction logs • Lower cost than the traditional analog Centrex line • Provide an opportunity for consolidation of fax line 11

Service Offering Service Bundles being considered: - VOIP & e. Fax Service (Current Centrex lines would be ported to VOIP) - e. Fax line only Distributed Administration - Each Tub (site/school) can manage users and fax numbers Implementation - HUIT to work with each TUB to outline a migration process for your existing fax lines - Don’t expect many net new installations Support - e. Fax is first call for service issues - HUIT for account access, account changes, escalations with e. Fax 12

Timeline Service offering available Q 1 of FY 21 - Service Agreement currently under negotiation - HLS piloted the solution - Demo of the service to vet with schools is underway - Validation of service and service model 13

Legacy Voicemail

Migration & Timeline Remaining Centrex mailboxes will be rebuilt on Hosted Voicemail platform and users migrated by July 7, 2020. Migration will mirror existing features. Impact to Users - Review saved messages and resend to self via message delivery to email - Re-record greetings on new mailbox - Check features post migration: Notification schedules, etc. - New message retrieval instructions (No longer 58168, call 83999) - No message waiting light, use message delivery to email Communication - Communication and user lists will be provided to the schools in the next 2 weeks. Users should migrate to VOIP 15

FY 21 Rates

FY 21 Rates will remain flat for FY 21 - Rates have been flat for the past 5 years - Rates were expected to increase 3% - Centrex rates increased, HUIT is not passing on the rate increase 17