Time to Remove the Paper from Your Desk and Become More Efficient
ACUTA 2012 10 Remove Desk Phone
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Transcript of ACUTA 2012 10 Remove Desk Phone
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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