Information and Learning Technologies Masters Program INTE 5610, Managing ILT Programs

Spring 2012 Aimee Cameron Willis

Case Study:

Shedding Light on VOIP Transition

Table of Contents
Background ................................................................................................................................................... 3 Who ........................................................................................................................................................... 3 What ..................................................................................................................................................... 4 Initial Interview ................................................................................................................................ 4 Best Practices................................................................................................................................................ 6 The Transition Process ................................................................................................................................. 7 Observations ............................................................................................................................................. 7 Interviews ........................................................................................................................................... 12 Recommendations ......................................................................................................................... 15 Summary..................................................................................................................................................... 16 Lessons Learned ...................................................................................................................................... 16 Course Comparisons ........................................................................................................................... 17 Personal Reflection ........................................................................................................................ 17 References .................................................................................................................................................. 18

Background Who, What and Initial Interview

Who:

Establishment:

Taylor, Turner and Hartsfield Insurance Agency 380 Dahlonega Street, Suite 101 Cumming, Ga. 30041

In order to conduct the case study, I worked with and observed the establishment in which I am currently employed. Taylor, Turner and Hartsfield is the largest independently run agency in north Georgia. This company is a full service agency that offers a wide range of insurance products including commercial, personal and life and health coverage. There are 27 employees comprised of 8 sales producers, 10 account managers, 1 owner/agent, 1 officer manager, 1 h.r. manager and 6 support staff (rating and work flow).

Individual:

Billie Jo Whitehead

Billie Jo is the office manager in charge of project development within the agency. She was the primary individual responsible for researching the products and resources for the project in which this case study focuses.

Individual:

Will Cameron

Will splits his duties between small commercial account management and IT problem solving / new product implementation. He was responsible for the installation of the equipment in which this project management case study focuses.

What:

The internal phone server the agency utilized had been experiencing intermittent problems throughout the previous year. Although it was designed to work with the current computer system via call placing and answering from desktop soft phone access, it was not a true VOIP. The office manager, Billie Jo Whitehead, spent a year researching vendors and services within the budgeted price range prior to determining which product would suit the needs of the agency.

In terms of my participation with the transition, it was determined that my status of mostly telecommuting employee and managements lack of additional responsibilities to be assigned precluded my assistance in the transition. However, the management overseeing this project, Will and Billie Jo, were happy to have me observe the process closely, as this case study requires, and interview them to gain further insight into the process.

Initial Interview:

What prompted a change? In order to truly understand the project management process in this case study, I felt I needed to understand why a change was necessary. I conducted an initial interview with Will Cameron on February 1st to ascertain exactly what the previous issues were and glean what issues the management team hoped to resolve with implementing VOIP.

Question Altigen was your previous vendor. What issues were you having with this vendor that prompted a change?

Wills Answer The in-house server we utilized for the Altigen system was on the verge of collapse and we were going to have to replace it, so we started looking at alternatives. Basically, it was really old and had outlived its lifespan. We are going to gain the freedom of not having to deal with a server at all (not restarting or 4

The phone server housed in the office had experienced issues over the past year. What were those issues and what do you hope to gain by using a cloud

based server?

repairing when it goes down) since Star2Star is cloud-based and managed offsite. We can focus on insurance, not the phone system and its consistent problems! Yes, considering the Altigen system relied mostly on actual hardware. A soft phone feature was available and used, but the hardware phone was a necessity for the system. The hard phones are getting some age on them now and some have begun having problems and not working properly. I think the soft phones are superior because you dont have to maintain and upkeep an actual phone it is done for you by the servicing company via updates and repairs if needed to the software. Most definitely more for the money. It would cost close to $10,000 to replace the in-house server for the Altigen system versus a cloud-based server that we will not have to service, and it has an affordable monthly fee. I think we will see savings financially from not only the cost differences, but also the decrease in downtime (which was a consistent problem with the Altigen system).

Do you think the equipment employees used to access the phone system with Altigen was inferior to what they will be using with Star2Star? Why or why not?

Do you believe the agency will get more for their money with the VOIP option vs the in house server and Altigen? Why or why not?

As is evident from Wills responses, Star2Star was selected as the VOIP vendor. This company claims to make the worlds most reliable internet phone solution according to their website, www.star2star.com. This cloud-based software is a single source solution with 24/7 automated monitoring and a 99.6% customer retention rate.

Best Practices
Fortunately, and surprisingly, there was quite a bit of literature available when I searched best practices for business implementing VOIP. During my research, I learned there are four key areas that a small business should focus on in order to successfully transition to VOIP (Bandwidth, n.d.). 1Conduct a thorough network assessment. Since VOIP utilizes public internet in order to run, there should be an assessment to ensure that the customers Local Area Network has the correct cabling, that switches instead of hubs are used to extend the network, that the companys firewall does not block the common VOIP protocols, as well as there should be a dedicated cable or dsl line for the VOIP that is not shared for other applications. This assessment could take into account risk and change management ideals that would possibly interrupt the transition. A complete business flow design should be considered when installing a VOIP system. Apparently, this is the most overlooked aspect of switching to VOIP. This aspect takes into consideration how phone calls are routed to various groups, as well as how after hours calls are channeled. Selecting a vendor that is knowledgeable and can help manage these issues is in the companys best interest. Again, this is a great opportunity to brainstorm risks and possible changes that could occur so as avoid potential problems. A business in VOIP transition should implement a proper transition plan. This includes a plan of action on porting existing numbers from the current provider to the VOIP provider. It is recommended that the porting process take place at least 7-14 days in advance in order to deal with issues that may arise. Also, it is recommended to consider a parallel conversion in which local network issues are troubleshot before numbers are ported (Bandwith, n.d., para. 5). Educate the staff. Communicating with employees about the transition is a key to success. Information on new features that will be available and ample and clear training, along with user manuals, should be at the employees disposal in order to provide support during the process.

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These points of interest that make up best practices for VOIP transition are clear and practical. As I observed the transition for this case study, I kept these points in mind for comparison.

The Transition Process Observations, Interviews and Recommendations

Observations Advanced preparation for the transition and communication with the staff was definitely a priority for the project management team. Informal reference and formal discussion of the impending change started in early 2011. The 2012 annual staff meeting that took place on January 9th was the opportunity the management staff took to provide information on the selected vendor, Star2Star, and field questions from the entire staff. It was obvious that employees felt comfortable asking questions. Points covered during the meeting included: 1- There would be no hardware no actual phone at the desk, just a soft phone (which is a feature the staff already utilized with Altigen). 2- The VOIP would be cloudbased, so there would be no more crashing and problems with the in house phone server. 3- The training would be in the form of a webinar and online training material would be accessed individually by each employee at their convenience. The issue that seemed to be of most concern to the staff was that the new headsets would be corded, instead of the cordless Plantronics headsets they are used to. Apparently, the Plantronics headsets were outdated and would not work properly with the new VOIP system. The budget was not enough to afford the cordless sets that Star2Star offers. However, an incentive was proposed that as each salesperson reached their goal, their account manager would be awarded a cordless headset. I felt that this concern was handled well with the incentive offering, which was well received by the staff. In keeping with the ideal of communication, regular emails were sent to the entire staff to keep them abreast of the transition process, as well as provide them access to the training they were to review and participate in at their convenience prior to the transition. Below is a table outlining the dates, titles and content of the emails that were sent.

Date 2-132012

Title New Phone System Training

Content Good afternoon The phone system is going to be installed before we know it, and we have a training webinar we can access and view. The training video is 35 minutes long and easy to follow and covers the basic functions of the phone software. The steps to view the video are: 1. Click on link: https://portal.star2star.com/training/starscope/index.htmlin 2. Wait for a few moments for the video to load and start. You will hear an instructor speaking about the product and discussing all the tabs that you will see to the left (13 sections to the video). 3. Watch the video once all the way through, and then you can go back and access any individual sections you would like by clicking on the section number. I would advise looking at the video several times this week and next. We can also meet in groups to review if needed. I will be checking in throughout the week to see if anyone needs any help with the video. Please let me know if you have any questions and thanks ~ I wanted to check in and see how it was going with the phone training video. The link https://portal.star2star.com/training/starscope/index.html can be used to access the video please do let me know if you have any questions or concerns, and I will be glad to assist. Thanks a bunch ~ Good morning We are tentatively scheduling the installation of the new phone system for March 19, and I want to make sure everyone has viewed the demo and to see if there are any questions. The link for the demo video is:

2-162012

New Phone System Training

2-282012

New Phone System

https://portal.star2star.com/training/starscope/index.html Please do let me know if you are unable to complete the demo and thanks ~ We are installing some equipment this afternoon for the new phone system, and we must disconnect from the Internet please log off from your system at 4:50 today. We will start the shutdown at 5:00, and you could lose any data you are working on once we disconnect. We are not sure how long we will be down (which is why we are doing this after 5:00), so please plan to go home at 5:00 today. Thanks ~ This is an e-mail regarding the new phone system. Please follow the instructions below and set your password and log into the system. Please send me the password as you set it for the system and thank you ~
We have a tentative date for the switch over to the new phone system of 03/26/2012 more details to follow...

3-52012

Internet Outage - IMPORTANT!

3-72012

Welcome to Star2Star

3-162012 3-262012

Phone System Phone System

Good morning John from AIC, Mark from Hi-Tech and Will are going around to everyones computer to download the new phone software this morning. Please have your headset open and ready for them to install. We will keep you updated throughout the day on the progress of the switchover to the new system. Thanks and let me know if you have any questions. Hi Everyone Alan and Jerry are here to help set up the voice mail and if you can begin the process that would be great. Step 1: Dial 1000 on the softphone Step 2: Your password is your extension number Step 3: Please follow the prompts and reset your password to the last 4 digits of your social Step 4: Please follow prompts and record your messages. We will be around to check on you ~
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3-262012

Voice Mail Set Up

3-262012

Wireless Headsets / Phone System and Computer

The phone has been switched over and I wanted to follow up on a few items: 1. I wanted to let everyone know that some people in the office have chosen to purchase their own wireless headsets. TTH has supplied the corded headsets to everyone and hope to have wireless sets early next year if the budget allows. I wanted to make sure that everyone knew TTH did not purchase the wireless headsets. 2. Anytime something is purchased personally for use at TTH it needs to be cleared with Will, Alyssa or myself. We must make sure everything is compatible with the systems here. 3. Please bear with us this week, as we all learn all the features of our new system. It can be challenging when something is new, but I think by Friday we will be in good shape. Thank you all for all the patience and help this week.

3-262012

Phone transfer at 2:00 today

The phone numbers are going to transfer at 2:00 today ~ I have attached a guide for voice mail and user guide for the software you will onscreen. Aloes, the video we self-trained on is still available at https://portal.star2star.com/training/s2s3000/index.html Please bear with us today we will be going around and helping from 2:00 until the end of the day to take and receive calls and we will use more and more features this week. At 2:00 today your desktop phone will no longer work and you will need to use your headset for all calls. Thanks for the patience ~

3-272012

Phone Updates

Good morning Alan and Jerry will be in around 9:00 this morning to help us forward calls and learn more features on the new phone system. Have any questions ready for them and thanks ~ have a good day ~

3-272012 3-272012

Old Phone System Phone System

Go to the History tab on our old phone system to see if you missed or lost any messages or call ins.

Good morning

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John from AIC, Mark from Hi-Tech and Will are going around to everyones computer to download the new phone software this morning. Please have your headset open and ready for them to install. We will keep you updated throughout the day on the progress of the switch over to the new system. Thanks and let me know if you have any questions. 3-272012 3-272012 Desktop Phone
Good morning Please do not disconnect your desktop phone, or delete anything from your desktop. We will have Mark and Scott take off and reconnect each desk individually. Thanks ~ Good morning!

Forward Phone Instructions

I just thought Id send out these instructions on how to forward your phone to another number (ie, cell phone) if you need to :

1) Log in to Star to Star: https://portal.star2star.com 2) Select Configuration at top of screen 3) Under Individual Phone settings on the left side, click Find-Me / Follow-Me 4) Check the box next to Enable Find-Me / Follow-Me 5) Check the box next to Follow Me (Immediate) 6) Send forwarded calls to this number for 10 Seconds 7) In the Other Box, type in the phone number that you want your calls forwarded to 8) Click Save Changes 9) You will be taken back to the main screen and there is a box right above Individual Phone Settings that says Save Changes to PBX. Click this box. You will get a message that indicates the changes will be effective in x minutes. It takes a few minutes for the phone to be forwarded

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It is evident by the wording and information contained within the emails that the project manager and management team intended to inform and support the staff in the transition. I believe this mode of communication was ideal for the transition because it did not interrupt the staff, they were able to view/read/apply information at their convenience and, since the communication was in written form, they could reference and re-reference it when needed. Written communication is ideal for visual learners, as was the instructional webinar. In a work atmosphere where employees are adept and accustomed to addressing their work load in written form, I believe the decision to deliver most communication via email/written form was appropriate and shows forethought and consideration by the management team. It could be said, however, that the amount of communication received on 3/26 and 27 may have been overwhelming to the staff due to the number of emails. However, upon interviewing/questioning key staff members about this possibility, the consensus was that they expected increased communication and updates via email during the final transition and appreciated being informed in this manner. Interviews I conducted two interviews with Billie Jo in order to assess pre and post implementation procedures. Several of the questions I asked were based on the best practices information I had reviewed in order to compare and contrast recommended procedures and observed processes. The observations and interviews as compared to best practices also provided me with information for which I could propose recommendations for the purposes of this case study. Pre Transition Interview Question How long did you research VOIP systems before settling on Star2Star? Billie Jos Answer We began working on this in Jan. 2011. We worked with 5 companies before choosing the Star 2 Star product. Great service and an easy to use product they guarantee 100% up time for us, which is very important in our line of business. We also purchased the Star 2 Star product through a local broker that will service the account for us. We were able to check several references for them and they were highly recommended. We hosted the Altigen product in house on a server we own and we wanted our hosting handled in the cloud The 12

What features did Star2Star offer that prompted you to select them as a vendor?

What problems did you have with Altigen that you hope to avoid with Star2Star?

expense of the server for the phone can run over $10K if we replace. We also wanted the VoIP solution for ease of use and future savings over hosting in house. Do you think the staff will be happier, in the long run, with a true VOIP system? Why or why not? This is the trend in the industry, and is designed for industries with high call volume it has many features that work with smart phones and is very simple to learn and use. We anticipate staff being pleased after the initial set up. We had two 48 hours test of our data signal and strength, testing of every number, line, switch etc. before implementation. We were pleased with the cautious approach Star2Star uses for setup, as it minimizes downtime and unforeseen problems. We do have a written plan with each step documented.

Will the agency or Star2Star be conducting a thorough network assessment prior to implementing VOIP to ensure that correct cabling, switches instead of hubs and a dedicated line are in place?

Does the agency have a formal, written business flow and transition plan in place?

What would you say your highest priority At this point it will be the training of will during the transition? staff and the actual switch over.

Post Transition Interview Question There was a schedule change from 3-19 to 3-26 for the actual switch over. What caused the change?

Billie Jos Answer I requested it. I was worried for a couple of reasons. One there were 5 computers that might not have been compatible with the new software because they older and two were running Vista. I wanted to make sure that we had them replaced and up and running before the phone system switch. Two I was going to be out of the office on the Thurs and Friday (3/22 and 3/23) of the initial switch date and I did not 13

want there to be problems and me not be available. So, I requested the switch date be moved forward a week. In a brief sentence, how would you describe the transition to VOIP? Easier than expected we are very pleased with the results so far. This was a big endeavor for us, and it is good to have it completed. Mostly went as planned we always anticipate some training concerns and staff anxiety with change, but this was minimal. N/A

Did events go according to plan? Did you have any unforeseen issues that cropped up during implementation?

If you did have unforeseen issues, what do you think you could have done and would do in the future to avoid such an issue(s)? Do you think your communication (meetings and informative emails) prepared the staff for the transition? Is there anything you would do differently in terms of amount or type of communication with the staff? How do you think the switch to VOIP falls in line with your goals for the agency?

I think we were as prepared as we could be in the circumstances we and Star2Star took a cautious and slow approach which benefitted us greatly.

TT&H has always been concerned with and endeavored to keep abreast of technology so we can harness it to do our work more efficiently. We have been working on several projects in order to make working, including working remotely, a smoother experience. Since April of 2011 and up through July 2012 (projected), we have been updating our systems to Windows 7. This OS is what our agency management system recommends, and we are almost there. We are also working on upgrading to roaming profile, Adobe Pro 10 and Office Suite 2010 in an effort to make work flow easier and more efficient. I think switching to VOIP fits into our 14

plans to provide our staff, and by proxy our clients with the tools they need to focus on their job, not on outdated technology issues.

Recommendations At the risk of sounding laissez-faire, I honestly cannot propose any recommendations based on comparisons of the implementation of the VOIP project and our Project Management course information and the Best Practices recommendations. This case study was an excellent opportunity to observe a management team implement a successful project by means of forethought, consideration, observing best practices and supporting their staff. I am fortunate, not only to have been able to observe and report on this project as my case study, but work under the guidance of the management team that implemented it.

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Summary Lessons Learned, Course Comparisons and Personal Reflection

Lessons Learned I think there are three important lessons I have learned while observing this case study in project management that made for a successful implementation of small business VOIP transition. They are 1- Communication is key The management team kept the staff abreast of information concerning dates, training and updates via oral and written communication at every opportunity. The staff never felt out of the loop and always felt welcome to pose questions and provide feedback. 2- Make necessary adjustments It was a great lesson in patience when the original switch over date was moved forward a week from 3/19 to 3/26. I was initially disheartened by the change because my case study fell perfectly in line with the assignment due date. However, after interviewing Billie Jo about why the change occurred (as previously outlined in the interview questions and answers table), I understand how important it is to make adjustments to a time table based on factors that could make or break a successful project. In this case the factors included possible issues with outdated equipment and the unavailability of the project manager during the crucial week of the switch over. It goes without saying that I am fortunate my instructor granted me an additional week to complete the case study, which provided me the opportunity to see the project through its completion. 3- Take your time researching The process of researching phone systems for a small business took the management staff well over a year wow! As a result, this agency appears to have reaped the benefits of careful research and selection of vendor because they found a provider that is within their budget, will save them money in the long run, as well as provided excellent transition service that is indicative of their product and customer service in the future.

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Course Comparisons Although my project did not deal specifically with ILT project management, there were still elements of this VOIP transition to which our course content was applicable. These elements included: a. Resource management the project manager had to manage and allocate resources in order to implement the VOIP project. These resources included money, time and people. b. Resource constraints the management team had to work within the constraints of the budget and existing equipment (computers and OS some of which were upgraded). c. Communication the management team used effective communication to keep the staff informed. d. Change management since there was a schedule change in the implementation process, the management team thoughtfully implemented change management in order to successfully implement the VOIP transition. e. Quality management the management staff followed best practices in order to ensure that the transition conformed to industry standards and to avoid mishaps. Personal Reflection I am happy to report that this case study in project management exceeded my expectations. I learned a great deal from the way the management team conducted the VOIP transition that is applicable to most any project management scenario. Although I found the best practices independently, it was clear during implementation that best practices were followed by the agency and the provider, Star2Star. It is a bit disconcerting that I do not have any recommendations, but it is a unique and positive situation I find myself in that supports the notion that I was fortunate to observe a management team in a job well done. Again, I am glad to be employed by an agency and supervised by a management staff that supports their employees not only by keeping the lines of communication open, but also considering what we need in order to get our job done efficiently.

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References
What do I need to know before transitioning my business to VoIP. (n.d.). Retrieved February 20, 2012, from Bandwidth website: http://bandwidth.com/wiki/article/ What_do_I_need_to_know_before_transitioning_my_business_to_VoIP

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