Campus Phone Replacement (VoIP)
DescriptionCSUSM uses a 20 year old Pointspan telephone system that is now officially in an obsolete and unsupported status with the original manufacturer. In FY 18/19, CSUSM began the effort to replace the campus’ 20+ year-old phone system. IMSC have approved the replacement of approximately 1,600 phones in order to shut down the PointSpan system. Most extensions will be converted to a softphone using Microsoft Teams or the Mitel MiCollab client. Where physical devices are needed/required, VoIP phones will be installed. New customer service (call center) features will include virtual queuing and enhanced routing.
Start and Delivery Dates
01/01/2018 to 06/30/2021
Instructional and Information Technology Services, IITS - Operations - Telephone Services
IITS seeks to deploy all Teams phone services to faculty before the end of May (2021). Information is available from https://www.csusm.edu/iits/iitsforyou/phonesystem. Faculty may enter their phone selection at: https://phonechoice.csusm.edu.
With the assistance of CSUSM's vendor, IITS has deployed approximately 80 Teams phones to date. During the process, extensions are re-assigned to Microsoft Teams and a new Calls button will appear in Teams client.
Project update meeting reports Session Border Controller (SBC) implementation at 75% complete. Routing calls from Teams to MX1 and initial SIP trunks active to the campus. Voicemail setup and integration with Pointspan system remains to be completed.
IITS will be offering to faculty & staff the following telephone options:
1) Microsoft Teams - adds campus extension to MS Teams
2) Desktop Phone - basic VoIP phone placed on desk
3) Soft Phone - smartphone based application for campus extension
CSUSM project with SHI/Threadfin begins work to implement Session Border Controller (SBC) to tie campus Mitel MX-One system to Microsoft Teams. Sub-project anticipated to complete by end of December.
Project to deploy an AudioCodes Session Border Controller (SBC) to route traffic between the campus PBX and Microsoft Teams is now underway with a project kick off scheduled for October 13th. The implementation to be performed by SHI/Threadfin.
08/31/2020: MS Teams has seen wide adoption at CSUSM due to COVID-19. Building upon the Unified Communications initiative, IITS will deploy a Session Border Controller (SBC) that will combine MX-One for on-premise phones services and Teams for end-user extensions.
06/30/2020: As of mid-June, more than 359 extensions (221 MiCollab & 138 MiCC) have migrated from the old phone system to the MX-One system. All offices scheduled for Call Center functionality have been setup.
05/13/2020: Offices in Cougar Central were activated today with a new virtual queuing feature. This allows callers to request a call back while maintaining their place in line.
05/13/2020: On May 13th, Student Financial Services completed the move of offices in Cougar Central to the new MiCC Contact Center environment. This support CSUSM employees working from home to effectively support students.
05/12/2020: IITS staff are working on a problem that is currently precluding staff from adding new soft phone extensions. Updates will be posted here when resolved.
05/05/2020: At 8am on May 5th, main numbers 4848, 4850, and 4814 in Cougar Central went live on the new MiCC Contact Center service. New service includes enhancements such as "screen pop" to have the student's record on the screen when the call reaches an agent.
05/01/2020: Licensing for 500 MiCollab and 99 MiCC (Contact Center) licenses are active on system. IITS to begin deployment to offices for inbound/outbound calling via campus extension and main line coverage.
04/16/2020: CSUSM has been replacing an obsolete phone system. Due to COVID-19, IITS will prioritize the rapid establishment of distributed calling (up to 500 lines) and customer service (via Mitel Contact Center) and move campus extensions to “softphones”.
02/24/2020: IMSC approved transition to fixed billing model. Under a fixed cost model, IITS will terminate the Call Accounting System functions and apportion total costs on a per-phone basis. Only campus Auxiliary units will be charged the telephone service charge.
02/24/2020: IMSC meeting approves commitment of campus fiscal & staff resources to replace the obsolete PointSpan telephone system. Project will prioritize the deployment of approximately 1,600 phones and fully shut down the PointSpan system by the end of 2020.
09/23/2019: Deployed 23 - 6865s (classroom phones), 144 - 6867s (office phones), 5 - elevator lines to ELB. All running on MX-ONE system, all 6800 series are utilizing VoIP. All extentions were previously deployed in Pointspan system.
05/02/2019: IITS submitted order for MiConnect, call queuing (Automated Call Distribution) system. Planned deployment for Fall 2019.
04/15/2019: Ability to use VoIP as primary method for signal. Use the Analog Telephone Adapters (ATA) as a way to get analog over the VoIP/Ethernet technology.
04/04/2019: Phase I of the phone conversion is complete with all analog phone lines associated with life/safety services (Blue Light Public Safety Phones and Elevator phones) have been replaced. A limited deployment of 62 extensions is currently active on the MX-One.
04/04/2019: IMSC meeting * The "standard" phone model (6867i) was approved to be the phone model for all users on campus. * Removed the"executive" phone model (6940) as an option for purchase. * Approved "softphones" as an alternative option to handsets
02/08/2019: Quote for approx. $43,000 for 100 handsets. List includes: 90 standard handsets, 5 baseline handsets, 5 display handsets, +50 licenses for Soft phone use.
04/26/2018: Our limited phone system is currently functional for outbound and inbound calls. The team has enabled 4-digit dialing between the two systems and a limited number of staff in Planning, Design & Construction were switched over to the new system.
11/30/2017: Mitel MX-One system ordered and pending delivery and installation. System will provide the base platform for a staged replacement of the PointSpan system.
Goal #1 – ENSURE AN ADAPTABLE AND SUSTAINABLE TECHNOLOGY ENVIRONMENT
1.1 CSUSM continuously improves, deploying new systems, services, and strategies that improve efficacy and efficiency
1.2 CSUSM delivers service excellence, meeting evolving needs and expectations.
Goal #2 – DEVELOP A SEAMLESS AND PERSONALIZED EXPERIENCE FOR EACH CAMPUS COMMUNITY MEMBER
2.1 CSUSM enables a mobile experience, providing universal access to services and resources.
Goal #5 – EMBRACE EMERGING TECHNOLOGIES TO BUILD COMMUNITY AND STRENGTHEN COLLABORATION
5.3 CSUSM connects people, enhancing community by facilitating meaningful communication.
Goal #6 – FACILITATE CONNECTIONS THAT PROMOTE DISCOVERY AND KNOWLEDGE
6.3 CSUSM unites a digital campus, delivering timely, convenient, and personalized communications that connect the community to relevant information and resources.