Cisco LAN Video

Purpose

DTS has approximately 3000 IP Phones with video capability: DWS and DHS have purchased the majority of these IP (Internet Protocol) phones within the Executive Branch.

This document outlines the implementation of IP Phone video on the Local Area Network (LAN).

LAN Application

DTS enables video on IP Phones via campus LANs where the IP Phones reside.  A campus LAN refers to co-located buildings served by one wide area network connection.  IP Phones use video on the same LAN, which typically means the same campus.  The LAN consists of networking switches that by definition have abundant bandwidth (almost unlimited), so there is little risk of using video on the LAN.

IP video service will only be turned on for specific site locations and be used for communication of people at that site only and not for communication between remote offices connected by wide area network circuits.

Risks and Mitigations

On larger LAN campuses where multiple switches are connected by trunks and/or channel groups, there is a risk that a connecting trunk may have traffic congestion with the addition of video traffic.  This risk can be easily mitigated by turning on Quality of Service (QoS) on the trunk interfaces or switch ports of the channel groups.  The risk is low, so implementation of QoS on the switches can be either proactive or retroactive.  Retroactive, meaning if there is a problem, Network Operations can quickly add QoS on the trunks.

Cisco LAN Video Product Features

• Point-to-Point Video
  • LAN ONLY
• Display Resolution
  • Dependent upon sets purchased by agencies.

Note: Support and maintenance for handsets are provided by vendor; and, calls for support are directed to the vendor’s support desk.

Ordering and Provisioning

• Customers requesting Video LAN services, should submit a request via ServiceNow “Get Help” at https://dts.utah.gov. Select the “Online Support” option and request assistance with Cisco Video LAN. Your request will be routed to the appropriate Voice Solutions Engineer (VSE) to begin the process. Requests for phones and product information will be provided by the VSE.
• Voice Operations can enable video on a per site or per building location once a request is submitted via Servicenow and routed to the appropriate VSE for review and consultation.
• Agencies are not required to supply a list of each individual user to have the IP video traffic enabled on the local area network.
• Agencies can submit a list of locations where they would like the service enabled. Video traffic will be confined to each specific site so communication via video between sites will not be enabled.

Troubleshooting

• If you have video support issues, please request assistance via ServiceNow “Get Help” at https://dts.utah.gov

Note: Video Endpoints (displays and sets) are supported by the vendor. All calls for support are directed to the vendor’s support desk.

DTS Responsibilities

• As long as this service can be supported under the current WAN rate, DTS will be responsible for all vendor costs associated with the purchase, installation and maintenance of the necessary equipment and software to provide the infrastructure for Cisco video services.
• DTS will maintain the Cisco Call Manager/video services platform.

Agency Responsibilities

• Consult with agency assigned DTS Voice Solution Engineer (VSE) for Video LAN services request(s) and modification(s).
• Purchase IP phones with video capabilities from DTS service catalog.
• Telecommunications online order form: https://dts.utah.gov/get-a-product-service/phones-and-phone-gear.php; select General Telecom Order.
• Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

General Service Levels and Metrics

• All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions.  All incidents and requests will be captured in the DTS Help Desk application.  DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
• DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
• The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801-538-3440 or 800-678-3440.  Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov.  Published “Business Hours” for the DTS Service Desk are 7:00 AM – 6:00 PM, Monday – Friday.  Hours of support/on-call coverage vary by agency/division/region and product.

Incident Response and Resolution Targets

Time to Initial Response Targets	% Tickets	Total Time to Resolution Targets	% Tickets
Low Priority – 1 Business Hour	85%	Low Priority – 6 Business Hours	90%
Medium Priority – 1 Business Hour	85%	Medium Priority – 4 Business Hours	90%
High Priority – 1 Clock Hour	90%	High Priority – 3 Clock Hours	90%
Critical Priority – 30 Clock Minutes	95%	Critical Priority – 3 Clock Hours	90%

 

Customer Satisfaction Surveys and Reporting

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an on-line survey regarding their level of satisfaction with the support received from DTS.  Responding to the survey is voluntary.  Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

Customer Satisfaction Targets

Metric Description	Target
Average level of satisfaction with resolution efforts	> 4.5 on a scale of 0 – 5
Percentage of respondents satisfied or better with service received	93% of respondents satisfied