Planning, Budgeting,
and Accountability
(PBA) Cycle
2009-2010
Telephone Services
Utah Valley University
Mission
Our mission is to provide state-of-the-art
Telecommunication and Data Networks
to UVU students and employees. We
support the mission of UVU by
implementing new ideas and technology
to accomplish the goals and meet the
needs of the college.
Accomplishments (2008-2009)
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Digital Voice Network
 Allows the customer to do most of their phone moves and changes
 A larger conference bridge on each phone-set provides for conferencing up to
6 people and operator assisting conference bridge
PBX Upgrade to 9.0
 More integrated SIP technology (Still in testing phase)
VOIP is now available throughout the campus and exclusively at Continuing
Education #2 house, Child Care house, Building L, and ROTC House
Losee Center came online (Student Service)
CS 507 & 508 Labs
Noorda Theater construction
BA 205 and 203 Remodel
Institutional Advancement call center
Rewired the basement of the Browning Administration Building.
Placed over 50 wireless access points
No down time and the switch was never busy out
LI Data center came online (10 Gig)
Web Development Bldg. and Advancement Data Ctr. (Murdock homes) came
online. (New fiber & feeder cable)
ROTC and International house came online. (New fiber & feeder cable)
Responsibilities
 Voice Networks
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 Dial Tone to all 4500 users
 3800 Digital ports / 700
analog ports
 200-300 new extensions each
year
 Voice Mail
 48 port Octel system
 Omni Vista Call accounting
system and reports
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 6 T1’s at main campus
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2 In, 2 2-way, 1 out, 1 LD
 6 T1’s connecting remote
sites
 5 Analog Backup Lines
Fin-Aid
Student Call Center
McKay Ticket Office
Registration
Aviation
Help Desk
Data Networks
 Basic links and LAN
 Copper and fiber uplinks
 Long haul fiber networks
 Long distance billing
 Web based directory
 VOIP over existing networks
 Point to Point circuits to
remote sites
ACD groups
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Long Distance
 Billing of long distance service to
end users
 Integrating Banner with long
distance costs
 Calling cards and conference
bridges
Telephone Services
Organization
Telephone Services Director
Assistant Director
PBX Programmer /
Foreman
Secretary / Operator Supervisor
Lead Technician
Lead Operator
Technician
Operator
Technician
Operator
Technician
Technician
Lead Technician
Personnel
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Tom Branam
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 Director
 31+ years experience
 15+ years at UVU
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Kurtis Olsen
 Assistant Director
 9+ years at UVU
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 Lead Tech
 8 years experience
 6 years at UVU
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Ron Kopp (PT)
 Technician
 35 years experience
 1 year at UVU
Geoff Osborn
 PBX Programmer
 8 years experience
 6+years at UVU
Ken Chynoweth (PT)
 Technician
 35 years experience
 1 year at UVU
Tammy Taylor
 Admin. Support
 4 years experience
 3+ years at UVU
Darvin Burgess
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Jessica Trip (PT)
 Head Operator
 4 years at UVU
SWOT Analysis
 STRENGTHS
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Aggressive problem solving
New ideas and technique implementation
Quality control
UVU Telecom are the leaders within state higher ed.
IT departments
 Master Cable Spec’s
 State of the art telephone switch
SWOT Analysis
 WEAKNESSES
 Lack of full-time personnel
 Little professional training (Alcatel)
 Lack of funding for repair and installation of new
equipment
 Turnover of personnel due to poor salaries
 Support of remote sites
 Lack of support from local vendor
SWOT Analysis
 OPPORTUNITIES
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New PBX software upgrades
Speech recognition operators (Parlance)
VOIP networks
Partnership/Scholarships with local business
Wireless extensions
Unified message
DLC
HR new salaries
SWOT Analysis
 THREATS
 Loosing trained personnel
 Growth and demands of the university
 Making correct choices about the way we use new
technology and/or which type of technology
 Adding 300-400 new extension every year
Operating Budget
 Funding is provided by one-time money and
revenue generated (Soft)
 Hard Money
 Departmental operation
 Salaries of 4 full-time employees and 4 part-time operators
 Revenue Generated (Soft)
 Wages for 1 lead technician (Full Time) and 2 installers
 Long Distance revenue is about $4,000 per month
 Modem and Fax revenue is 254 X $20 = $5,080 per
month
 Wiring charges to the end-user generates about $9,800 per
Operating Costs
 Qwest $12,600 a month
 12 T1’s and over 100 1FB’s
 White Pages
 Wages
 $199,000 per year
 Maintenance on the PBX
 Tri-Tel contract is about $40,000 per year for repair,
patches and upgrades**
 Campus Directories (2,400 published) at $6,334
Hourly Reports
 As expected most
calls are around 9
am and 3 pm
 Sharp drop-off after
4 pm
Daily Reports
 Daily- there are more calls toward the
beginning of the week
Monthly Reports
 Monthly--August has
the highest volume of
calls
 Peaks are around
the beginning of
semesters
Operators
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Telephone Services attendant operators receive the most calls
TS attendant operators receive the most calls on Mondays
No calls on Saturday and Sunday due to no one being logged in
Call from 5 pm to 8 pm
 The past two months
had a total of 534
calls after 5:00 p.m.
 334 of those were
between 5:00-6:00
pm
Monthly Operator Report
 Operators receive more calls in August than any other month
 More calls are taken at the beginning of semesters
Long Distance Costs
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2005 – 2006 Monthly average cost is $5,280.
2006 – 2007 Monthly average cost is $4,086.
2007 – 2008 Monthly average cost is $3,756.
2008 – 2009 Monthly average cost is $3,708.
Changes to Long Distance providers account
for drops in charges during 2005 through 2007.
Trunk Groups Detail
Topology of Voice Switches
5 remote switches
and 1 fractional T1
to the University
Mall
Plans for 2010-2011
 Alternate routing of lines coming through the college
 Move one cabinet to LA Building
 Move T1 leased lines to dark fiber at the Hangar and
Fire Academy
 Pursue capabilities of SIP phones and discover
possible uses
 Wireless extensions within the college (SIP option
looks best)
 Integrate voice-activated operators more fully into
campus
 Finish rewire of Administration basement (BA 005
area)
Telephone Service Request
 Reclassification of Admin Assistant (Tammy) and Lead Tech
(Darvin)
 Change Analog cards to new eZ32 Analog Cards ($50,000)
 Alcatel training for Department Personal ($10,000 for each level of
training)
Summary
 UVU Telephone Services will continue to
be an industry leader throughout Utah’s
state colleges while continuing to uphold
the UVU mission.
Thank You
Goodbye!