3. ● 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
Think NET Solutions
4. ● Portable call center
● ease call volumes
● centralize calls
● route volunteer services
● mobile and secure cases
Think NET Solutions
6. ● 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
7. ● 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
Think NET Solutions
8. ● 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
Think NET Solutions
9. ● 15.4” display
● 2.96 GB RAM
● 226 GB HD
● Ports
● 4 USB 2.0
● RJ-11
● RJ-45
● Operating System
● Window XP
Think NET Solutions
10. ● 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
11. ● Six 50’ cat 5e black network cables
● 24 30’ cat 5e black network cables
● 30 2’ cat 5e blue network cables
Think NET Solutions
12. ● Space
● 46’ X 27’
● 2 network drops
● 8 electrical outlets
● Furniture
● 60+ 1 ½’ X 6’ tables
● 60+ chairs
Think NET Solutions
14. ● Creating a Smart Budget
● Planning for current needs
● Anticipating future needs
● Getting the most for your
money
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15. Think NET Solutions
● Careful planning
● Taking advantage of
opportunities
● Industry knowledge
● Knowing where to look
● Timing is everything
● Knowing when and where to
buy
16. ● Portable, fully functional, and easily operated
call center
● Customized carts
● Staff knowledge and training
● Technical manuals
Think NET Solutions
17. ● Nortel PBX
● upgrade from current technology
● Trixbox
● Linux based soft phone solution
● Shortel PBX
● preferred VoIP solution
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20. ● 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
Think NET Solutions
21. Think NET Solutions
Quantity 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
22. Think NET Solutions
● Estimated project start, July 12
● Estimated project completion, September 14
23. ● Configuring equipment
● laptops
● phones
● switch
● server
● Call center layout
● safety precautions
● wiring
● furniture
● Case designs
● Calzone/Anvil company
● Dimensions and requirements
Think NET Solutions
25. ● 10 in 1 insert
Think NET Solutions
• 20 in 1 insert
26. ● Set up the call center
● Configure individual agents
● Set up Shoretel features
● Test the features
● Train the staff
● Stage the final test
Think NET Solutions
27. Think NET Solutions
Quantity 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
29. ● 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
Think NET Solutions
30. ● 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
Think NET Solutions
34. ● Teamwork
● Importance of effective communication
● Working around obstacles
● Being there when needed
● The value of our education
Think NET Solutions
35. ● Configure VoIP telephony in call center
environment
● Shoretel hardware/ software
● Call queuing, call routing, and management
● Call center designs
Think NET Solutions
36. ● Voice/VoIP Administration with Lab NETW250
● Professional Writing ENGL227
● Project Management MGMT404
● Management of Technology Resources
MGMT408
● Public Speaking SPCH275
Think NET Solutions
37. Think NET Solutions
● Make volunteerism a part of every day life
● Mobilize people and resources to solve
community problems
Editor's Notes
Our clients focus is to organize and promote community involvement throughout the Dallas Fort Worth Region by “Making Volunteerism a part of everyday life”. In February of this year The Volunteer Center of North Texas celebrated 38 years of helping people help others. Initially it was named Dallas Voluntary Action Center eventually renamed Volunteer Center of Dallas County and later Volunteer Center of North Texas after merging with the Tarrant and Collin Volunteer Centers. In 2005 following hurricanes Katrina and Rita VCNT along with The American Red Cross, The Salvation Army, and The North Texas Food Bank joined forces in an effort to better serve the community in the event of another large-scale disaster.
Ease call volumes through main phone system during crisis situations
Move volunteers where needed more efficiently
Allow volunteers to handle call volumes
Centralize calls for VCNT, Red Cross, Salvation Army, & North Texas Food Bank
Easily route calls and volunteers
Easily moved to an alternate location, and provide security while stored at VCNT
90 voicemail mailboxes with a total of 56 hours of voicemail storage
2 RJ-45 local area network (LAN) connectors
1 RJ-21X port for punchdown block, patch panel, or 12-port harmonica connector
8 loop start trunks (FXO)
4 telephone ports (FXS)
1 DB-9, RS-232C maintenance port for serial communications
1 3.5 mm stereo input for connecting a music-on-hold source
1 3.5 mm stereo output for connecting to a overhead paging system or night bell
Feature keys Transfer
Conference
Hold
Intercom
Redial (History)
Voicemail
Options
Directory
Display 24 character x 5 line display
120 x 35 pixels
Speakerphone Full duplex
Audio Controls Volume (independent control)
Mute (LED)
Speakerphone (LED)
Headset (LED)
Standards MGCP protocol
VLAN, DiffServ/ToS, 5004/udp QoS
Wideband, G.711u/a, G.729a codecs
Built-in 10/100 ethernet switch
802.3af PoE (standard), or local power (optional)
Class 2 PoE (2.9 W idle / 4.4 W max)
AdTran, model NetVanta 1238 POE switch
ShoreTel, model ShoreGear 90V phone switch
SUA 1500, model MR2U UPS unit
30 Lenovo ThinkPad laptops
30 ShoreTel VoIP phone handsets with optional headsets
30 external mice
30 extended size cables
6 fifty foot cables
24 thirty foot cables
Cables arranged into functional wiring harnesses that can be easily packed and unpacked and maneuvered into place when needed.
Project Objectives
Increased organizational productivity during times of crisis on completion of this project on September 12, 2009
This directly addresses the needs of the organization for a dependable phone center that will allow incoming calls from volunteers to be directed to a centralized location thus alleviating the load on the in house phone system.
Increased staff knowledge after site training and demonstration on September 10, 2009
Which will increase functionality as well as reliability, we will conduct a training class for all staff members involved so that they can work with the call center independently
A fully functional, and easily operated, portable call center on September 12, 2009
This deals with all of the business needs:
It ensures accessibility to the outside customers who wish to volunteer their time,
It introduces the functionality, portability, and flexibility of having a call center that can be relocated if need be and become functional by merely setting it up and turning it on.
It provides the reliability of a phone center solution that will be independent of the onsite phone system.
Customized carts built to the specifications of the call center needs on September 12, 2009
Allows the portability that will be relied upon if relocation of the call center is required.
Policies and procedures manuals and training materials delivered on September 4, 2009
To increase the functionality by providing a reference that can be utilize to support and reinforce what was learned in the training class.
Nortel Option 11 PBX Alternative
3.1.1 Description
The Nortel Option 11 digital PBX with Call Center 6 Express to support a two 24 port hubs ensuring the support of a 30 seat call center with Skill set Routing capability. This solution is proficient to supply support to desktop workstations and can also support features of a larger PBX system including digital and IP telephones, mobility communications, and PC based system management.
3.1.2 Cost and Benefits Nortel Option 11 PBX
3.1.2.1 Costs
Tangible non-recurring costs:
1 Nortel PBX: $180,428
With 30 3900 series phones
1 IBM server $3,009
2 24 port hubs $1,580
NETGEAR ProSafe FSM7352S $670
10/100Mbps + 1000Mbps L3 Managed
Stackable Switch with 4 Gigabit Ports
30 Plantronics MX10 Amplifier $150.00
30 Cat 3 Network Cables $480.00
30 Lenovo laptops: $43,290
2 Airspeed T1 installation $1,000
With 1 year commitment
Software: $15,650
Labor $54,752
Outlets wired for call center $1,080
Total $302,089
Tangible recurring yearly costs:
Maintenance: $6,948
Annual Software Upgrades: $5,670
2 T1 lines $1,100
Total $13,718
ShoreGear 90V model Shoretel PBX Alternative
3.2.1 Description
The ShoreGear 90V model Shoretel PBX. This is a half-width voice switch and it can support up to 90 IP phones. This model can with soft phones, IP phones and other IP endpoints. This is accomplished by use of the Media Gateway Control Protocol and it can also interface with standard analog trunks if needed. This low cost feature is more than adequate for the needs of this call center.
3.2.2 Cost and Benefits ShoreGear 90V model ShoreTel PBX
3.2.2.1 Costs
Tangible non-recurring costs:
ShoreGear 90V PBX: $3,141
1 IBM server $3,009
AdTran NetVanta 1238 POE switch $1,830
30 Plantronics MX10 Amplifier $150
30 Cat 6 Network Cables $480
30 Lenovo laptops: $43,290
30 IP Phones $4,050
2 Airspeed T1 installation $1,000
With 1 year commitment
Software: $14,392
Labor $33,725
Outlets wired for call center $1,080
Total $106,147
Tangible recurring yearly costs:
Maintenance: $6,948
Annual Software Upgrades: $5,670
2 T1 lines $1,100
Total $13,718
Trixbox Open-Source PBX and Call Center Alternative
3.3.1 Description
The Trixbox Open-Source PBX and Call Center is an Asterisk base Linux solution that supports both soft phones and VoIP handsets. Both the Trixbox and the Linux software are free. It is reported to be user friendly and to have a comprehensive 24/7 support solution. It is easy to deploy and has many versatile options for both onsite and offsite communication.
3.3.2 Cost and Benefits Trixbox Open-Source PBX and Call Center
3.3.2.1 Costs
Tangible non-recurring costs:
Server Installation $99
2 IBM servers $6,018
NETGEAR ProSafe FSM7352S $670
10/100Mbps + 1000Mbps L3 Managed
Stackable Switch with 4 Gigabit Ports
30 Cat 6 Network Cables $480
30 Lenovo laptops: $43,290
30 IP Phones $4,050
2 Airspeed T1 installation $1,000
With 1 year commitment
Software: $14,392
Labor $33,725
Outlets wired for call center $1,080
Total $104,804
Tangible recurring yearly costs:
Maintenance: $2,459
2 T1 lines $1,100
Total $3,559
3.4 Comparison
There is as lot to be said for the Nortel PBX solution. It is strong enough to handle the projected needs of the call center, it has the ability to assign separate workgroups and handle call queuing, and it would be a familiar entity coming from the same company as the current in house PBX system. It is, however extremely costly. This resolution would cost three times more than either of the other solutions.
The Trixbox, although it is a viable solution at a lower cost, it is a lesser known solution, operating on a Linux server. It can handle the needs of the call center, and it also has the features that we require. The problem with this is that it might be more cumbersome when it comes to supporting this system if anything were to go wrong. Since it is more of a risk to pick this solution, due to the potential problems that it might represent, and since the organization does not have the man power to deal with these risks, it was decided that this was not the best choice for this project.
The ShoreTel PBX solution has both the features that we need as well as being able to handle the demands required of the call center. It is a less expensive option than the Nortel system, and it also has the distinction of being more user friendly than the Trixbox system.
3.5 Recommended Alternative
It would seem that the ShoreTel fits all the needs and requirements desired for this project. The customer support seems to be very responsive, The software looks very straightforward, and the features that are required (i.e. configuring separate workgroups, call queuing etc…) are available. This is the recommended solution and the one that the client preferred over the rest.
Safety precautions
Volunteers and staff
Equipment
Wiring
Distance from Switch to Phone
Distance from Laptop to Outlet
Furniture arrangement
Tables
Chairs
Safety precautions
Volunteers and staff
Equipment
Wiring
Distance from Switch to Phone
Distance from Laptop to Outlet
Furniture arrangement
Tables
Chairs
Week 1: Discuss Project Specs With Client
Week 2: Inventory and labeling & Verify all equipment is functional
Week 3: Configure call center phones
Week 4: Install and configure Shortel call Manager on Laptops & Research Hosting Websites
Week 5: Create a Video for training, Create Testing Plan, & Create Steady State
Week 6: Develop Design & Run proof of concept test .
Week 7: Complete Training Video
Week 8: Test Completely Operational Call Center
Week three
discuss Project Specs With Client
inventory and labeling
verify all equipment is functional
Week Four
room Measurement
configure call center phones.
install Office 2007
Week Five
web hosting -Email Clients
training Video
Week Six
call center agents scripts
installing Sp3 on laptops
reinstall Shortel Call Manager
Week Seven
set background on all laptops with VCNT logo
different call center layout
Week Eight
draft Presentation
complete Business Case, cable harnesses , & Storyboard
Week Nine
training Video
setup email accounts
configured Outlook
configured Storetel call Manager
full Blown test
Week Ten
final Call Center Test
client’s Technical Manual
verified all configurations
Accessibility – Ensure the availability of open communication
Functionality – Easily operated and maintained software and equipment
Portability – The ability to move the call center off site if needed
Flexibility – The ability to assemble and disassemble the call center as needed
Reliability – The presence of a dependable phone center that can be utilized at any time
The meaning of teamwork
The need for constant communication
Team members, Client
Figuring out how to work around obstacles.
Being there when your needed
Application of DeVry teachings
