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Project Overview

1. What is the Telephone Switch Replacement Project and why is it happening?

   Five main telephone switches in the University’s campus voice network, most of which were installed in 1985, reached the end of their supported life cycle in January 2003. The equipment manufacturer, NEC, has discontinued technical support, manufacturing of replacement hardware, and software revisions for these switches.  Due to this situation, it is necessary to replace the equipment. 
   
   The solution will be a hybrid that uses traditional Time Division Multiplexing (TDM) technology to serve the standard telephone needs of most campus users, and IP telephony technology to serve the advanced needs of the campus community.
    

2. At what stage is the Telephone Switch Replacement Project?
   
   The University has nearly completed a project to replace the old telephone switching equipment.  Newly enabled features, like Caller ID and Music on Hold, are expected to be turned on late in the Fall semester of 2005.
   
   A test environment for IP telephony (Voice over IP) has been created and TNS and TSRP are currently investigating design considerations, operational issues and functional capabilities with an eye toward developing a campus service offering.  See Schedule
    

3. How long will this project take to be completed?
   
   We are looking at completion of the major hardware replacement portion of the project in Fall 2005.  Testing and development of an IP telephony service offering is likely to continue through the Fall and Winter of 2005/2006.
    

4. Who is involved in this project?
    

   • NEC – Unified Solutions Inc. will replace telephone switch equipment and migrate users to new systems and applications
   • Calence Inc. - Design, implement, and integrate the core VoIP solution hardware and applications
   • Cisco – supplier of VoIP hardware and software applications
   • Other Partners – SPA –Systems and Platforms Administration, Campus Services, and Tippie College of Business.
      

Enhanced Features

5. Can you provide an overview of some of the new features available as a result of this project?
   
   Some examples of the new services that are expected to be made available include:
    
   • Caller ID capabilities
   • Better conference calling capabilities and options
   • Unified Messaging, which allows your voice mail messages to be combined with your e-mail messages in one location and accessed via computer or phone.
   • More flexible customization and capabilities for personal call routing and Automated Call Distribution (ACD) for groups.
   • New telephone sets with greater features and functionality.

   See Services Matrix for more features and feature descriptions.

User Impacts

6. Will I need or be getting a new phone?

   The current analog and D^term phones in use on campus will continue to be supported by the new telephone switches. The switch replacement does not require replacement of the phones. Dterm phones already have a display capability that will work with Caller ID. New analog phones with displays for Caller ID information will be available for users who want to take advantage of the new Caller ID feature. See Analog Caller ID Telephone.
    

7. How much will the new Analog Caller ID capable telephone cost?
   
   As part of the project customers will be allowed a one-time trade-up for any standard University-provided analog telephone to the new Caller ID phone at no cost.
   
   When installing new phone service, the cost of the phone is included in the installation costs.  TNS has priced the phone at $70 for all other situations.  See the TNS Pricing Page for more information.
    

8. How do I set call forwarding/program speed dials/...?
   
   For more detailed instructions on programming your telephone, please go to http://www.its.uiowa.edu/tns/voice/guides.htm and choose the type of phone you wish to program.
    

9. Can I opt out of having Caller ID Display on my telephone?
   
   The switch does not have the capability to block incoming information, however customers may choose to block outgoing information.  By default, Caller ID will be turned on for all telephones.  To block outgoing information, you can fill out the Caller ID Opt Out Form.
   
   This will be done at no cost for a short time.
    

10. Are there other options for the music type that is played for Music On Hold?
    
    The functionality of the telephone switches is such that only one music source an the selected system-wide.  KSUI (91.7 FM) was chosen as the source for Music On Hold to promote the University's broadcast service.  Also, we are able to use the service without licensing fees and complications.
     

11. Can I opt out of the Music on Hold Service?

    It is possible for you to opt out of the Music on Hold Service. Be aware that opting out of the Music on Hold service will only stop people you place on hold from hearing music. If you are placed on hold by another user, then you will still hear music while on hold.

    Please submit a completed blue requisition at no cost to ITS/TNS to have Music on Hold removed from your telephone line.

Phones

12. Will I have Caller ID on the new telephone system?

    Most campus phone services will be enabled for a form of Caller ID when the telephone switch replacement project is complete:
     

    • Current users of  Dterm digital phones will not need to do anything to take advantage of the new Caller ID information display
    • Users of the Voice over IP telephones will see the Caller ID information displayed on their IP phones.
    • Users with single line service will be able to trade in existing campus phones for a single line phone with a Caller ID capable display. (See Analog Caller ID Phone)
       
13. What is the new Analog Caller ID capable phone?
    
    The new phone to be deployed in support of Caller ID is the Telematrix Spectrum Plus.  For details see Analog Caller ID Phone.
     
14. When will I be scheduled to get the new Caller ID telephone?

    The Telematrix Spectrum Plus will be deployed on a scheduled basis.  The process of replacing existing analog telephones is expected to take 6-12 months beginning early December 2005.  We will be contacting individuals by email to notify you of the date you are scheduled to have your telephone changed out.
     

15. Can I use a headset with the new Single Line/Analog Caller ID capable phone?
    
    Yes, the manufacturer provides headset compatibility information.  It is likely other headsets, notably some described as 2.5mm "Universal" (typically used with cell phones), might also work, but support for headsets is left to the customer.
     
16. What is the difference between an analog and digital telephone?

    An analog phone is a single line phone, whereas a digital phone can display multiple line appearances and handle the calls on those lines. FAX machines and modems are examples of devices that use an analog line.
     

17. I have a phone with a hearing adaptor; will I still be able to use it with the new system?

    Yes, since your phone will not need to be replaced, it will still function as before. If your unit or department chooses to get new phones, the new phones will also support amplification devices.
     

18. Why am I seeing 7XXXX as an on campus number?
    
    This is a new prefix that now joins the others on campus, 467, 335, 353, 356 and 384.

Terminology

19. What is a “telephone switch”?

    The University operates its own telephone system, sometimes called a PBX (for Private Branch Exchange). The central equipment used to generate dial tones and route calls within the campus and to off-campus numbers is referred to as a telephone switch. It is these central telephone switches that are being replaced or upgraded by TSRP.
     

20. What is VoIP?
    
    Voice over Internet Protocol (Voice over IP or VoIP) provides the capability to carry normal telephone conversations over an IP-based network. VoIP enables data equipment to carry voice traffic (for example, telephone calls and faxes) over an IP network.
     
21. What is IP Telephony?
    
    IP Telephony, also called Internet Telephony, is the technology that makes it possible to have a telephone conversation where the signal is carried over the Internet or a dedicated network in Internet Protocol (IP) packets, instead of over dedicated voice transmission lines.  The technology used to carry the signal over the IP network is commonly referred to as Voice over IP, or VoIP.

Additional Help

22. If I have additional questions, who can I contact?
    
    Questions can be emailed to its-tsrp@uiowa.edu or the project team can be contacted at 335-2004