Voice Services 5-Year Plan

I.  Student Resale/Management Planning

Planning for the AT&T Contract:

   - Contract will expire July, 2000.

   - Question:  will our contract (loan) be "sold" since AT&T 
     is selling off it Finance Corp.?


Planning for Student Services:

   1. Should there be a telephone "port for every pillow?  If so, this
      would require another phone and the switch capacity to support it.
      (Wire capacity would be available from the data cabling project.)

   2. Should we resell/manage student accounts after July, 2000?

      What we might have to do if we do not continue using ACUS:

      - Administrative LD calls accounting
      - Reporting (listing) administrative LD calls
      - Student LD calls accounting
      - Student billing/collecting
      - Generate authorization (PSC) codes; turn off PCS codes as needed
      - Generate PSC card
      - Resolve billing disputes
      - Establis/manage credit limits
      - Provide instaneous, real-time account informaiton for students

      Cost Analysis will be needed to compare costs/revenue:

      COSTS:
      - NYNEX local calling service (assuming NYNEX remains our local
        carrier)
      - T1 costs
      - Personnel fro billing/collecting payments (could we do something
        on-line via the Web for bills, info?)
      - Switch maintenance
      - student phones (or else require students to provide their own phone)
      - Administrative phone (maintenance/repair/replacment)
      - Student long-distance calling costs (paying the bill before student pays theirs)

      POTENTIAL REVENUE: 
      - student long-distance calls
      - student monthly telephone service charge
      - administrative personal long-distance calls
      - pay phone revenue
      - TSAA revenue
   

II.  Capacity Planning

Planning for capacity/services:

   - What services should we anticipate being asked for or should be
     offering?

   - Wire plant capacity - Do we have enough voice line pairs?

     4/15/97:  Dunn Hall needs more capacity;  will need more capacity
               if each student has a phone #.

   - What will the impact to our voice services be if there is a merger
     with Canton?


III.  Technology Planning

Assessing where we are now with current voice technologies:

   - FAX
    
     4/15/97: Desire for this service is still growing.
              Question: Should we have a LAN-based FAX service?
 
   - Voice Mail
    
     4/15/97: "Conversant" pricing 3 years ago was $500/user to get voice 
              to text.

   - Digital phones
    
     4/15/97: Nothing apparent "on the horizon"

   - Analog phones

   - PictureTel/Data phone lines (56K switched/T1)

   - Off-campus telephone line capacity

   - Campus wire plant (will NYNEX pull their cable?)

   - Dial-in access to campus network

   - Cellular phones


Planning for Desired Voice Technologies:

   - Voice-Mail <-> Email  <-> FAX integration (Conversant/IVR from AT&T)

   - Computer-Telephone integration (CTI)

   - Automated registration (using Banner)

   - wireless personal phones (on campus)

   - Desktop phone <-> wireless phone (using the same phone number)

   - Off-campus access to campus phone services for discount LD service

   - 4/15/97  Question:  Should we provide off-campus students with
              voice-mail accounts?



ACTION PLAN:

5/29/97:
1.  Brenda and Karen will visit sites to see how they handle student
    billing operations.

10/10/95:
1.  Bob and Brenda will sketch out intial planning ideas.

2.  Discuss planning ideas with Garnet, Carm, Karen, Justin, Res Life
    and Physical Plant

3.  Survey offices and students using interviews, Web forms, email and 
    talk to our customers about the services they want/need. 

4.  Review customer information and make a proposal to reflect the
    changes an d additions needed in our voice technologies/processes.