NCM SENIOR PROJECTby

Think NET Solutions

Think NET Solutions

Think NET Solutions

JEAN MILLER, MARIA E GAMEZ, MATT NICHOLS, CALVIN CARROLL, JAMAL AHMAD

Think NET Solutions

Client History● Volunteer Center of North Texas

● mission Statement● “Making volunteerism a part of every day life”

● vision● “To mobilize people and resources to solve community

problems”● History

● operating since 1971● before it was VCNT

● Dallas Voluntary Action Center● Volunteer Center of Dallas County

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Business Needs● Portable call center

● ease call volumes● centralize calls● route volunteer services● mobile and secure cases

Technology Inventory● 1 Ethernet switch● 1 phone switch● 1 APC UPS● 30 laptops● 30 VoIP phones● 60 network cables

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Adtran NetVanta 1238 PoE Switch

● Ports Qty: ● 48 x Ethernet 10Base-T, Ethernet 100Base-TX

● Data Transfer Rate: ● 100 Mbps

● Remote Management Protocol: ● SNMP 3● HTTP● SSH

● Features● layer 2 switching● trunking ● syslog support● e-mail alert● firmware upgradable● quality of Service (QoS)● RADIUS support● DHCP server Think NET Solutions

ShoreGear-90V Phone Switch● 2 RJ-45 LAN connectors ● 1 RJ-21X port● 8 loop start trunks ● 4 telephone ports ● 1 DB-9 RS-232C maintenance port● 1 3.5 mm stereo input● 1 3.5 mm stereo output

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APC SUA1500VA 120V● Backup/Run Time

● 7.4 minute 980W full load ● 26.5 minute 490W half load

● Form Factor ● 2U rack-mountable

● Battery Recharge Time ● 3 hour typical

● Filtering ● full time multi-pole noise filtering

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● 15.4” display● 2.96 GB RAM● 226 GB HD● Ports

● 4 USB 2.0● RJ-11● RJ-45

● Operating System● Window XP

ThinkPad SL500 Notebook

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ShorePhone IP 230● Feature keys Transfer

● hold ● redial call history ● directory

● Display ● 24 character

five line display ● Audio Controls

● independent volume control● mute● headset

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● Standards ● built-in 10/100

Ethernet switch ● 802.3af PoE standard● Class 2 PoE 2.9 W

idle / 4.4 W max

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Cat 5e Network Cables● Six 50’ cat 5e black network cables● 24 30’ cat 5e black network cables● 30 2’ cat 5e blue network cables

Site Survey● Space

● 46’ X 27’● 2 network drops● 8 electrical outlets

● Furniture● 60+ 1 ½’ X 6’ tables● 60+ chairs

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Site Survey

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Initial Budget Constraints● Creating a Smart Budget● Planning for current needs● Anticipating future needs● Getting the most for your

money

Initial Budget Constraints cont…

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● Careful planning● Taking advantage of

opportunities● Industry knowledge

● Knowing where to look ● Timing is everything

● Knowing when and where to buy

Project Objectives● Portable, fully functional, and easily operated

call center● Customized carts● Staff knowledge and training● Technical manuals

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Proposed Options● Nortel PBX

● upgrade from current technology● Trixbox

● Linux based soft phone solution● Shortel PBX

● preferred VoIP solution 

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Proposed Options

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Proposed Options

Chosen Solution● Shoretel solution

● Lower cost

● Better customer service

● Vendor interest in success● pilot program for a national model

● Less equipment to move● one less server● no extra hubs

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Detailed pre-installation budgetQuantity Item Description Cost

1 Installation of T2 (Two T1 lines) $1,000.00

1 Nortel PBX (includeds 30 phones) $180,428.00

2 24 port hubs $1,579.00

1 Netgear Switch $670.00

30 Amplifiers $4,500.00

30 Network cables $480.00

30 Laptops $43,290.00

 3 Call Center Cases $5,000.00

1 Server 2003 License $3,500.00

30 Microsoft Office 2007 $450.00

30 Mircrosoft XP Professional $6,568.20

  Total $247,465.20

Initial Timeline

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● Estimated project start, July 12● Estimated project completion, September 14

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Installation details● Configuring equipment

● laptops● phones● switch● server

● Call center layout● safety precautions● wiring● furniture

● Case designs● Calzone/Anvil company● Dimensions and requirements

Mobile Case Designs

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● 20 in 1 case • shock mounted rack

Mobile Case Designs● 10 in 1 insert

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• 20 in 1 insert

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Testing details● Set up the call center

● Configure individual agents

● Set up Shoretel features

● Test the features

● Train the staff

● Stage the final test

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Final Detailed BudgetQuantity Item Description Cost

1 Installation of T2 (Two T1 lines) $1,100.00

1 ShoreGear PBX $3,141.00

1 AdTran POE Switch $1,830.00

30 Phones $4,440.00

30 Network cables $480.00

30 Laptops $18,000.00

3 Call Center Cases $4,445.00

1 Server 2003 License $3,500.00

30 Microsoft Office 2007 $450.00

30 Mircrosoft XP Professional $6,568.20

  Total $43,954.20

Final Detailed Budget cont

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Item Description Budgeted Actual DifferenceT2 (two T1 lines) $1,000.00 $1,000.00 $0.00

Server, hubs, switches $187,077.00 $4,971.00 ($182,106.00)

Phones, laptops, cables $43,770.00 $22,920.00 ($20,850.00)

Call Center Cases $5,000.00 $4,445.00 ($555.00)

Licenses $10,518.00 $10,518.00 $0.00

Total difference     ($203,511.00)

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Network Documentation● Star topology● Two T1s to meet bandwidth demands of the

call center● DHCP, DNS, and the Shoretel management

website handled by the Windows server● Single PoE 100MBps 48 port switch● Ethernet cables connects to the phones first,

then to the laptops.● Ethernet cables are tied in pairs and then

bound in a harness for each table

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Training Details● Who needs to be trained

● in house staff● volunteer staff

● Technical Manual● procedures for set up● outbound call scripts

● Training the Staff● hands on participation

Final Timeline

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Actual project start July 12

Final Timeline (cont’d)

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Actual completion date October 6

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Explanation of how project met business needs

● Portability● Availability● Scalability● Accessibility● Functionality ● Flexibility ● Reliability

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Lessons Learned● Teamwork● Importance of effective communication● Working around obstacles● Being there when needed● The value of our education

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Lessons Learned (cont’d)● Configure VoIP telephony in call center

environment● Shoretel hardware/ software● Call queuing, call routing, and management ● Call center designs

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Applicable Courses with explanation

● Voice/VoIP Administration with Lab NETW250● Professional Writing ENGL227● Project Management MGMT404● Management of Technology Resources

MGMT408● Public Speaking SPCH275

The Value of Our Time

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● Make volunteerism a part of every day life● Mobilize people and resources to solve

community problems