VoIP Pilot at Harvard University
Voice over IP (VoIP) technology has emerged
as an important component of multi-service networking with the convergence of
voice and data applications onto a single infrastructure or delivery platform.
It represents a set of emerging standards and implementations that allow traditional
voice applications, such as telephony, call centers and unified messaging to
"ride" over the Internet Protocol (IP); the industry standard protocol for carrying
data over the Internet and Enterprise LAN/WAN. As an example, VoIP technology
enables a telephone set to utilize existing data wiring at the desktop and place/receive
telephone calls over the local or wide area network that supports the existing
data applications today. The telephone becomes an "IP" device, powered and armed
with the rich features, capabilities and services available in the IP world.
Harvard University Information Systems
(UIS) has embarked on a VoIP Pilot Program within the University utilizing Cisco
System's AVVID architecture. The purpose of the pilot is to a). Explore the
viability and benefits of the technology in the true Harvard working environment,
including the ability to scale, b). document and assess the "end user experience",
c). explore and refine the technical architecture and costing models for potential
future implementation throughout the University and d). continue to track the
evolution of the standards for VoIP technology.
Phase I of the Pilot was
completed April 30, 2001. It ran from January 1, 2001 to April 30, 2001 with
over 100 participants primarily from UIS, and the Center for Astrophysics. The
initial phase provided users with the following capabilities & features:
- Fully integrated 5-digit dialing within
Harvard and access to the Public Switched Telephone Network
- User Voice Mail
- Easy-to-use Softkey set features (such
as hold, transfer, redial, Pickup)
- Meet-Me Conference Bridge Service
- On-line help information
- On-line Directory Service with search
& autodial capability
- Access to a user web interface to
change speed-dials, call forwarding, and more
- Subscription to XML applications available
as IP phone "Services", such as Stock Quotes, Weather, Harvard News, Harvard
Outings & Innings and more
- Help Desk support
Pilot participants were asked to utilize
their VoIP phones as much as possible in everyday use during the (3) month period,
and provide honest and accurate feedback to the team. Participants completed
a detailed VoIP Feedback Survey form to help capture the "experience" and functionality
of the new system. User feedback from the program showed much interest and promise
for the technology and its capabilities. See VoIP
User Survey Results
Phase II of the Pilot began
May 1, 2001 and is ongoing. The second phase has provided users with the following
capabilities & features:
- Implementation of Caller ID
- Improving the quality of calls with
Quality of Service mechanisms and upgraded infrastructure
- The addition of new pilot members
from various schools and departments of the University, as well as locations
off campus, including locations in California, Pennsylvania, Japan, and Switzerland.
- Implementation of billing, with further
exploration of costing, service, and support models.
Further plans for Phase II include:
- Additional Features & Functionality
such as Personal Assistant and Unified Messaging
- Infrastructure changes to enhance
administration, such as the addition of an administrative VLAN
- The addition of new Pilot members
and new VoIP infrastructure at 60 Oxford Street
- Additional XML Applications such as
Traffic Report and White Pages Directory
- Additional Voice Mail functionality
For additional information on the VoIP
Pilot program, contact susan_delellis@harvard.edu
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