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Meeting Minutes Adelaide Place Retirement Residence 6.17.2011

Time: 10:00 AM – 11:30 AM

Location: Adelaide Place

Meeting called by

Mark McIntyre and Neila Curtin

Type of meeting

To review Hosted VoIP phone system issues

Attendees

Mark McIntyre, Robin Earle, Greg Kerr, Graham Bashford, Neila Curtin

Item 1: Busy Signal on main line Discussion

REF: Ticket #3104

Greg reported receiving a busy signal when dialing into main line several times at various times of day. Conclusions We believe this issue is related to call concurrency on the main lines. Please let us know if you get a busy signal again. Action Items

Person Responsible

Status

Increase call concurrency on main lines.

ZIP Support

COMPLETE

Item 2: Inbound call flow Discussion

REF: Ticket #3105

Graham has requested an overview of how inbound calls are handled including a description of the IVR flow. Conclusions ZIP will provide a description of the call flow and assist Graham in re-recording the IVR, if necessary. Action Items

Person Responsible

Status

Provide description of call flow on both main line and back door.

ZIP Support

COMPLETE

Item 3: Temperature in Equipment Room and Switch Problems Discussion The temperature in the main floor equipment room has been recorded at 120 degrees Fahrenheit. This came up in discussion because of speculation that recent equipment failures may be related to the temperature. Since Adelaide place has opened, two of the same switches in this equipment ro om have failed. It is suspected that a third one may be about to fail based on a ticket received on Thursday June 16 th related to several rooms on the same switch. The devices that are malfunctioning have been installed at every retirement facility that ZIP Telecom provides phone service for and have never failed at any other location, or in ZIPs entire history of deploying this product. Other retirement facilities have cooled equipment rooms, so it is reasonable to start by employing a cooling system at Adelaide Place. Conclusions ZIP is recommending that Adelaide work with a local HVAC company to find a cooling solution for this room. We understand the room does not have any outside venting, so the solution will have to accommodate that. Action Items Contact local HVAC company to find a cooling solution

Person Responsible Greg Kerr and Graham Bashford

Status Outstanding


Meeting Minutes Item 4: Backup Power Discussion During power outages it appears that the front desk phones and the tunstall units do not have backup power. Conclusions There are 5 locations in the building that house VoIP/Network related equipment. We have confirmed with ZIP Technicians that none of these media rooms are wired to the backup diesel generator. Backup power is required for the tunstall units as well as to the administrative phones so that calls can be received during power outages. Following are the two reconfiguration options: 1.

Run an outlet that is backed up to the diesel generator to all 5 media rooms. In this scenario there is backup power for all administrative phones, tunstall units as well as the data (DSL) Internet connection and the wireless staff phones.

2.

Run one outlet in the main floor media room that backs up to the diesel generator and upgrade one or more of the battery backups in the other 4 media rooms. In this scenario the administrative phones and tunstall units remain powered as long as the generator lasts but the data internet and the wireless staff phones will only last the life of the battery backups. We are recommending that at minimum the battery backup in the kitchen level equipment room be upgraded to retain power to the nursing phones as long as possible.

It is critical that the main floor room is backing up to the diesel generator. Action Items Contact the company that ran the power and request an estimate for both scenarios Provide estimate for 4 battery backup upgrades

Person Responsible Greg Kerr/Graham Bashford Robin Earle

Status Outstanding Outstanding

Item 6: T1 Capacity & Quality Discussion Graham and Greg have requested information on call concurrency so we can determine if the facility is ever getting close to or surpassing the maximum number of calls supported by T1. An important note related to this is that there is no maximum number of calls that can be completed on T1; the calls will continue to complete but the call quality degrades as the system approaches the recommended upper limit. In other words, if a call fails for one specific person while the rest of the system is operational, it is not due to the T1 capacity, but rather an issue with the phone, the number that was dialed or the number itself. Troubleshooting techniques for failed cal ls will be discussed in item 11. Conclusions We will provide call flow statistics to determine if call volume is getting close to the upper limit of sustained quality.

Action Items

Person Responsible

Status

Analyze call flow and report findings

ZIP Support

Outstanding

Item 7: Stutter Tone/Resident Voicemail Discussion Some residents have been complaining about the stutter tone followed by regular dial tone that they hear when they pick up their phone.


Meeting Minutes Conclusions We determined through discussion that this was due to a voicemail left on the resident’s extension. If there are any other cases that arise that are not due to voicemail, please create a support ticket so ZIP can investigate the extension. We also discussed that ZIP would request this information on the porting LOA but since not all residents are porting in a number, it would be best if Adelaide could provide this information either when the resident moves in or when a new number is requested for the resident. Action Items Provide a list of room numbers that do not require hosted voicemail

Person Responsible Greg Kerr and Graham Bashford

Status Outstanding

Item 8: Switch Configuration Discussion

REF: Ticket #3106

Graham and Greg have requested a layout plan of which rooms are on which switches. Conclusions ZIP will provide requested information. Action Items

Person Responsible

Status

Develop a listing of all the rooms on each switch and send to Adelaide

ZIP Support

COMPLETE

Item 9: User Documentation Discussion Neila has requested the link to the online support and user documentation for the phone system Conclusions ZIP will provide requested information.

Action Items

Person Responsible

Status

Send link to documentation section of website to Neila

Robin Earle

COMPLETE

Item 10: Wireless Access Points Discussion 1. There are dead zones in the hallways in various places around the building. 2. When multiple phones are in the same immediate area, some will have a signal and some will not. Conclusions 1. Adelaide place will provide a map of the building and mark the areas where signal drops. Based on this map, ZIP will provide an estimate to add access points. 2. When multiple phones are in the same immediate area they are competing for a signal. The noise from one connected phone will impede another phones ability to connect to the WiFi network. When the phones are separated by several feet, there should not be any issue with signal, assuming the phones are within range of an access point. Action Items

Person Responsible

Status


Meeting Minutes Provide a map with dead zones marked

Greg Kerr and Graham Bashford

Outstanding

Item 11: Support Discussion Adelaide Place requires a set of instructions to perform troubleshooting at the extension level prior to submitting a ticket.

Conclusions ZIP will provide a troubleshooting guide so that Adelaide staff can assist the residents with dialing and other phone issues. ZIP will also outline the protocol for contacting support including who the primary contacts should be at Adelaide Place, what qualifies an emergency/system wide outage, hardware repair, warranty work, and how a ticket should be submitted if the primary contacts are not available. Action Items

Person Responsible

Status

Provide Trouble shooting guide

Robin Earle

Outstanding


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