Support Guidelines

 

1. Introduction
2. Connection, Disconnection and Support Procedures
3. Local Support Provider
4. Network Operation Center (NOC)/Backbone Support Provider
5. Schedule Coordination and Bandwidth Management
6. Technical/Operational Coordination
7. Maintenance/Enhancement of Equipment
8. Problem Escalation and Resolution Procedures
9. Contact and Communication Information  
10. Change Management Procedure
 
1. Introduction
The University of Houston System Compressed Video Network (UHS-CVN) is a dynamic and critical infrastructure necessary for providing distance education via interactive video. To facilitate network operation and growth while preserving interoperability between member sites, a set of agreed upon standards and support guidelines have been implemented. The following document outlines those mutually agreed upon guidelines.
 
1.1.1 LSP
Local Support Provider. The staff person holding this position is trained and available at the class site during an entire class for which he or she assumes responsibility. Each video class site assumes responsibility for providing this function as well as any necessary staff to fulfill it.
 
1.1.2 BSP
Backbone Support Provider. At all times when video classes are scheduled, the backbone support provider is available to assist in the analysis and resolution of problems during transmission. Within the boundaries of clearly identifiable network demarcation points, University of Houston Information Technology assumes responsibility for providing this function as well as any necessary staff to fulfill it. Refer to Section 7 (Demarcation Points) and 8 (Problem Escalation and Resolution Procedures) for details.
 
1.1.3 Video Analyst
UH Department of Telecommunications provides this position to provide technical and administrative support of the network backbone and to assist in the support of all local equipment.
 
1.1.4 TECH/OPS Committee
Technical Operations Committee. This system-wide committee develops guidelines and addresses the technical and operational issues of the network.  During odd numbered years, this Committee will review the appropriateness and timeliness of these Guidelines in their entirety, with an aim at revising any outdated sections.  This provision does not exclude Committee members from proposing and approving changes at any other time.
 
1.1.5 MCU
Multipoint Conferencing Unit.  A device used to bridge video calls together to create a multi-point or video "conference" call.
 
1.1.6 Multi-point Call
A call that bridges more than two video connections together. This bridging occurs in a Multipoint Conferencing Unit (MCU).  Currently MCU services are offered through the UH Central Accord MGC 100 and the UH Downtown MGC 50.  Both systems offer feature rich capabilities and the ability to host several simultaneous conferences. Polycom VS 4000 stations are also capable of bridging a single conference consisting of up to four sites at 384 Kbps.
 
1.1.7 Point-to-Point Call
A video call consisting of two end sites. A PtP connection is accomplished when one unit (the originator) dials the ISDN or IP number of the other unit (the receiver). In cases where these terminals fail to share a common transport, an MCU can be used to bridge the ISDN terminal to its IP counterpart.
 
1.1.8 UHS-CVN
University of Houston System Compressed Video Network – a videoconferencing system tasked with delivering distance education and virtual meetings through H.261 or H.263 video over the UHS ISDN and IP networks.  The UHS ISDN network hub is located at the UH Central campus with ISDN-PRI circuits connecting various video systems. Current video IP connectivity to most campuses is provided by multiple T1 circuits. The primary UHS CVN equipment manufacturers include Teleos ISDN switches, Cisco IP router and switches, and Polycom video terminals. The UHS-CVN also features external connectivity through Texan via Wire One ISDN service, an ISDN Video-Select circuit from SBC, the public Internet, and Internet 2.
 
 
 
2. Connection, Disconnection and Support Procedures
 
2.1 Connection Set-up
 
2.1.1 Adhering to Time and Schedule
All class connections must be established according to CVN resource allocation schedules that are centrally maintained. These schedules will be based on the semester academic schedule and they will be created by all origination and receive sites.  Minimum turnaround times have been established to allow for troubleshooting connectivity issues prior to class.  The following represents a range of acceptable lead times for testing and troubleshooting.
  1. Connections for point-to-point classes must begin no later than nine minutes before the class start time.
  2. The ideal connection time for multi-point classes is 29 minutes before the class start time. However, varying class start and end times among different organization sites and reduced turnaround times between classes often mandates shorter lead times.  The minimum lead time for any multi-point is therefore 9 minutes.  The actual lead time should approach 29 minutes where possible and while preserving the utmost consistency within the originating site’s schedule.
  3. Attempts at resolving connection problems should be made as soon as a connection is attempted.  LSPs should call their MCU providers for multi-point classes, or the origination site for Point-to-Point conferences.
 
2.1.2 Dialing Protocol
CVN schedules will clearly identify the initiating site and will include all relevant room profiles including the IP or ISDN dialing numbers for each room. In the case of multi-point calls, the MCU Scheduler and LSPs will determine the appropriateness of an automated dial out system versus manual dial-ins by conference participants.  Barring technical obstacles, the adopted methodology should not be altered for the remainder of the semester.
 
2.2 During The Class
 
2.2.1 LSP Availability
The LSP must be on site and accessible during class times. The communication medium must be immediate and can include office phones, cellular or building wireless phones, or even a pager if the response time is reasonable.  LSPs are responsible for ensuring the reliability of their published contact information. This information can be updated by emailing the UHS-CVN Video Analyst.
 
2.2.2 Loss of Connection
In certain instances, a connection will be lost during a class. If such an event occurs during a multi-point call, the LSP is responsible for contacting MCU facilities during automated dial out conferences, and for attempting reconnection to the MCU if they were scheduled to dial in. For point-to-point calls, the site detecting the failure must contact the other site and negotiate the reconnection.  Refer to Section 8.0 for proper escalation procedures.
 
2.2.3 Transmission Problems
If PtP transmission problems occur during a class, the detecting site should contact the LSP at the other site(s) to identify and resolve the problem. If the problem cannot be resolved by the LSPs, one or both LSPs should contact the BSP for assistance.

For multi-point calls, the detecting LSP should contact their MCU facility.  MCU managers will coordinate with the appropriate LSPs and others to resolve the problem.

When attempting to resolve transmission issues, LSPs should try to minimize class disruptions.  LSPs should use a telephone to communicate with the LSP, MCU facility, or BSP.  For more information refer to section 8.0.
 
2.3 Disconnection Procedures
For Point-to-Point conference, either the origination or the receive site can terminate a conference.  During multi-point calls, conferences should be terminated by the MCU. But it is the LSP’s responsibility to ensure a conference has been properly terminated and that a given codec is cleared and ready to the next call.
 
2.4 Canceling a Class Session
When either a single instance or an entire section of a class is canceled the originating site is responsible for immediately notifying all relevant LSPs, MCU managers, and the BSP.  Notification of cancellation should be sent through the internal CVN distribution emailer located at the CVN website’s main page.
 
 
 
3. Local Support Provider
Local Support Providers are required to be on site during all video classes.
 
3.1 Training
  1. At a minimum, LSPs should be trained in the basic operation of the CODEC, the Teleos equipment, IP and ISDN procedures as well as trouble escalation and resolution procedures.
  2. LSPs should be familiar with the basic design of the underlying transport networks and how they operate.
  3. LSPs should be familiar with this document, especially the sections on connection, disconnection and support procedures.

It is the responsibility of the site to train their LSPs. If training assistance is needed, the Video Analyst will be available for initial sessions. The Video Analyst will also coordinate efforts at updating and publishing the UHS CVN Training Guide.  This guide will be made available at the UHS CVN web site.

 
3.2 Responsibilities
LSPs should be responsible for ensuring that the following functions and conditions are satisfied for a video class:
  1. The room is ready with the door unlocked, lights at proper levels and all network and local equipment powered on and ready for use. If the CODEC and modems remain with power on, the LSP should warm start the CODEC and power cycle the modems at the beginning of each operational day.
  2. LSPs are responsible for contacting other LSPs and/or the BSP to identify problems and/or verify and confirm that the connection is established.
  3. LSPs are responsible for disconnecting or verifying that the connection is taken down PROMPTLY at the end of the video class.
  4. LSPs are responsible for monitoring the video class being conducted and for being available during class.
  5. LSPs are responsible for introducing themselves to the class participants and identifying a method of contacting the LSP for support during the class.
  6. LSPs must ensure they have access to all site locations where electronic or network components are located.
  7. LSPs are responsible for maintaining a log of each video class. The log should indicate outage details to include the time and nature of the incident, the number of minutes lost, and a description of the problem escalation and or resolution. LSPs will forward their reports to the UHS CVN Video Analyst on a weekly basis.  A site reporting form is available at
 
3.3 Proctoring
LSPs are not responsible for proctoring exams or other non-technical class events.
 
 
4. Network Operation Center (NOC)/Backbone Support Provider
The establishment of a Network Operations center is necessary to provide Backbone Support during all class and meeting times. The NOC will have trained staff to assist the LSP as needed.
 
4.1 Responsibilities of the NOC/BSP:
  1. Be available during all class times.
  2. Receive trouble requests from the LSPs and coordinate resolution.
  3. Provide assistance, testing and diagnostic functions as needed.
  4. Assist in the connection and disconnection of video calls.
 
 
 
5. Schedule Coordination and Bandwidth Management
 
5.1 UHS-CVN Scheduler
Coordinating a system-wide scheduling function that encompasses all UHS-CVN events and classes has become critical.  This position requires an awareness of bandwidth and interoperability issues and the ability to coordinate and reconcile all existing network schedules.  The UHS-CVN Scheduler will maintain a central repository that includes all UHS origination and receive schedules.  With an aim at bandwidth accountability, all Ad Hoc conferences should also be reported the UHS-CVN Scheduler, preferably prior to the event. 
 
5.2    Creating and Communicating Schedules
CVN site resource allocation schedules must be submitted to MCU host administrators and content origination sites one month prior to the start of class.  All Point-to-Point and MCU content origination schedules will be created and distributed to all participating sites and to the CVN Scheduler within the following week, or 3 weeks prior to the start of class. It is the responsibility of all LSPs, resource managers and the CVN Scheduler to update and inform participants of the latest scheduling changes as they occur.
 
5.3 Schedule Revisions
Any schedule changes including ads or drops must be reported to LSPs and MCU managers as soon as possible.  All changes must also be reported to the UHS-CVN scheduler. The scheduler will manage system-wide notifications through the UHS-CVN List Serve.
 
5.4   Class Information and Room Profiles
For each class, the following minimum information must be provided and placed on the schedule. Any changes to this information should be considered a schedule change and be coordinated through the UHS-CVN scheduler.
  1. Start and end time
  2. Connect, disconnect times, and durations
  3. Origination Site(s)
  4. Instructor or Event Contact name
  5. Codec numbers of all participants
  6. MCU or Point to Point designation
  7. Assigned bandwidth
  8. MCU video mode
  9. Class Number to include the abbreviated class name (example: HIST 1394).
 
5.5 Ad hoc Demand Dialing
All previously unscheduled conferences including test sessions should be reported the UHS-CVN Scheduler prior to the event.  The UHS-CVN Scheduler will send a notification through the UH-CVN list serve.
 
5.6 Class Schedule Simulation Testing

Point-to-Point and MCU origination testing schedules will be created and distributed to all participants at least 10 days prior to the start of class.  These testing schedules will be abridged versions of semester schedules designed to simulate an entire week of classes.  Class durations should last approximately 5 minutes with 1 minute in between for call termination and setup.  All content origination sites will coordinate tests to ensure adequate resources, network connectivity, and proper room normalization.  These tests must be conducted no later than one week prior to the start of class.

 During testing, all discrepancies will be noted for subsequent adjustments and or repairs, and where applicable, additional tests will be scheduled to confirm optimal performance.
 
 
 
6.0 Technical/Operations Coordination
 
6.1 Technical/Operations Committee
A CVN site representative committee meeting will be held on the second Friday of each month, from 10:00 a.m. to 12:00 p.m.. This meeting will be coordinated by the video analyst. The committee sets standards, reviews configurations of new network and class components, reviews new sites and applications, and develops and enhances support plans. The goal of this group is to maintain dialog and coordination among all professionals who support and maintain the video network. Participation in the committee is open to all interested parties. Designated CVN representatives from all sites are required to attend and alternates should be appointed to ensure consistent site participation.
 
6.1.1 Agenda and Minutes of Technical Operations Committee Meetings.   
An agenda for, and minutes of, Technical Operations Committee meetings shall be produced on the CVN listserv.  Committee members should send agenda items to the Video Analyst for inclusion on the agenda.  Minutes of the meetings shall be recorded by a person or persons designated by the committee.  The minutes should include the following areas:  List of those attending, general report of the discussion on each topic brought before the committee, including old and new business, list of action items with person(s) responsible and approximate time of completion, announcements from organizations outside of the committee that are relevant to the work of the committee, other items as requested by the committee.
 
6.1.2 Distribution of Agenda and Minutes. 
The agenda for Technical Operations Committee meetings shall be posted to the CVN listserv at least one (1) week prior to the meeting date.  Changes to agenda items (additions or deletions) may be made between the posting of the agenda and the meeting for extraordinary situations, such as emergencies or events that affect a specific item.  These changes should be requested by the individual or organization that initiated the original agenda item, and sent to the Video Analyst.
 
6.2 Network Testing

The period between 10:00 pm and 7:30 am will be reserved for network testing.  This period may be used by any site and or network infrastructure.  Network testing may also be scheduled at anytime during the day when site and network resources are readily available.  For testing periods expected to last longer than 30 minutes, BSPs and LSPs should schedule the necessary resources with the Video Scheduler to ensure resource availability and to guarantee notification of the event.

Extensive testing may be required for the following reasons:

  1. The addition of new systems
  2. Network or systems upgrades
  3. The integration of new applications

Extensive tests will be reported to, and or coordinated by the video analyst. These tests will also be reviewed by the TECH/OPS committee.

Beyond the informed consent of any participating site, brief tests designed to confirm connectivity will not require CVN notification.  Local network access may be confirmed by dialing into the ITAC codec at any time.
 
6.3 Non-Urgent Problems
For non-urgent problems, the LSP should e-mail the video analyst or the BSP with a brief description of the problem, so that issues arising over the network can be tracked and trends analyzed.

The video analyst will acknowledge receipt of the problem notice the next business day. Along with the notice, the analyst will assign a priority rating for resolving the problem, communicate an action plan, and provide continuous updates until the problem is resolved.

A summary of all problems reported to the BSP and Video Analyst will be disseminated over a Compressed Video Network ListServ, designed for rapid dissemination of e-mail messages, and will be discussed at the TECH/OPS meeting.

 
6.4 Design and Development of Sites.
The Video Analyst is a primary resource in the development of new sites.  While any UHS-CVN TECH/OPS member may be solicited for advice on room systems design and integration, the UHS-CVN Video Analyst must be kept informed of all design considerations, plans, and schedules.  New video conferencing designs must adhere to UHS-CVN site certification standards.   For complex systems integrations, it is highly recommended that a Systems-Integration company be involved. 
 
6.4.1 Establishing New Classrooms and Video Conference Sites
All new network node sites must be certified by the Tech Ops Committee.  Site certifications will consist of standards compliance checks and testing for operational readiness.
 
6.4.2 Design Standards
To ensure the highest level of interoperability among the UH sites, design and technical standards are necessary. While the standards are not intended to be overly restrictive, they are intended to maintain a minimum level necessary to provide quality service. The TECH/OPS committee is responsible for the establishment and maintenance of the standards.   It is our hope that new classroom designs can take the standards into consideration early in the design process. The design standards, begun below, will be evolving at the direction of the TECH/OPS committee.
 
6.4.2.1 UHS CVN Site Certification Requirements
 
6.4.2.2 UHS CVN Off-Site Certification Requirements
 
6.4.2.3 Codecs
As of June 1, 2003, the Compressed Video Network will no longer provide technical support for the Radiance CLI codec. While a number of Radiance codecs are still in operation, due to lack of vendor maintenance resources, it is the recommendation of this Committee that these systems be replaced at the earliest convenience.  The Polycom VS-4000 codec is the recommended replacement codec, as is the Polycom ViewStation for less demanding applications.  The more expensive Tandberg 6000 also meets our requirements. The PictureTel 970 (now acquired by Polycom) meets our requirements as well, but uses a single bus architecture (a PC running Windows OS), a philosophy we disagree with and regard as less robust.  In the interest of compatibility, economics, and support, the Polycom VS-4000 is the recommended replacement codec.
 
6.4.2.4 Audio Systems
 
6.4.2.5 Lighting Systems
 
6.4.2.6 Video Systems
 
6.4.2.7 Connectivity 
 As of March 16, 2003, the Compressed Video Network will no longer support the repair of failed Madge 20 Access Switches.   Due to cost considerations, and  the current recommendation and  prevalence of the Polycom VS 4000 as the preferred video codec, where possible, this Committee recommends the replacement of  failing Madge 20 switches  with Polycom PRI-T1 interface modules.
 
6.4.2.7.1 Analog Telephone Line
 
6.4.3 Site Functionality and Limitations 
All remote locations should periodically supply and update information about the overall technical status of their systems. This information should address the functionality and limitations of each site, as well as support and interconnection information. This information will be maintained by the Video Analyst in a central repository which will be made accessible through the CVN website.
 
 
 
7. Maintenance / Enhancement of Equipment
The Compressed Video Network is not a static network. To remain viable, the network requires periodic enhancements, and maintenance. Moreover, coordination involving key network components must occur quickly and flawlessly. To accomplish this, demarcation of primary support for equipment is essential. It is to be understood that an environment of mutual cooperation is critical and will be maintained among all support providers.
 
7.1 Demarcation
 
7.1.1 ISDN Campus Demarcation Points
            Cinco Ranch –

            Clear Lake –

Downtown –

Sugar Land –

Victoria –

 
7.1.2 IP Campus Demarcation Points

Cinco Ranch –

            Clear Lake –

Downtown –

Sugar Land –

Victoria –
 
7.2 Backbone Network
University of Houston Computing and Telecommunications Services provides primary support for the Backbone Network.
 
 
 
8. Problem Escalation and Resolution Procedures
 
 
 
9. Contact and Communication Information
 
9.1 ITAC (Information Technology Availability Center) - (713)743-2700
The Video NOC is operational during all scheduled class times.
 
9.2 TECH/OPS LISTSERV - UHCVN@LISTSERV.UH.EDU
This LISTSERV is intended to aid in the communication among the TECH/OPS committee. Any interested party can request ListServ membership by emailing the Video Analyst at nackles@uh.edu .
 
9.3 UHS-CVN Contacts List  http://www.uh.edu/uhcvn/Contacts.htm    
This web page contains UHS-CVN member and affiliate contact information. UHS-CVN members are responsible for ensuring information accuracy. Personal contact information can be updated by emailing the UHS-CVN Analyst.
 
9.4 UHS-CVN website http://www.uh.edu/uhcvn/index.html      
 
 The UHS-CVN website contains current documentation including video terminal numbers, network design plans, inventory, configuration lists, performance statistics and support information including this document.  This is the definitive source for current information about the network.  The site is maintained by the Video Analyst.
 
 
 
10. Change Management Procedure
 
10.1 Application 
As a matter of notification in the event of a planned or emergency change to schedules, resource allocations, or equipment.    

At the local level, the Change Management process should be used to communicate any resource allocation changes that are designed to enhance efficiency or streamline operations.  These changes do not pertain to administrative adds and drops.  Infrastructure changes that constitute a modification to the existing room design, or any change that alters connectivity procedures for other sites should be included in the Change Management process. This will also include firmware or software upgrades to all codecs.  Change Management is not required for the replacement of faulty equipment or for any other normal maintenance procedures.

At the network level, this process will apply to all changes, including firmware-software upgrades, equipment replacement, and circuit provisioning. 

 
10.2 - Usage Timelines  
 Planned Schedule and Resource allocation changes – 7 days prior                                                                                                                                             Planned infrastructure upgrades (room and or network) – 21 day prior                                                                                                                                                  Emergency Change – Immediately following an emergency resource or infrastructure change.
 
10.3 - Process

  1. A change notification is initiated through the UHS-CVN web site Change Management form. This form is downloaded, filled out, and saved to a local drive.

  2. Results are sent to the UHS-CVN Technical Operations Committee as an attachment.  All forms and email notification hyperlinks are located at http://www.uh.edu/uhcvn/change.html .

  3. Technical Operations Committee members will review the form.  Any member requiring additional clarification may assume responsibility for coordinating a system-wide meeting for the purposes of clarification.  This meeting must be initiated within 3 days of a resource schedule Change Notification distribution, and within 10 days of an infrastructure Change Notification distribution. If this meeting fails to produce adequate clarification, or if the project is deemed a high risk to the overall CVN infrastructure, the project may be subject to Technical Operations Committee approval.

  4. All schedule change notifications will be reflected in the UHS-CVN composite resource schedule as defined in Section 5.1.  The UHS-CVN Scheduler will update this schedule as changes are reported.

  5. Project managers / owners are responsible for distributing Project Status Updates on a weekly basis if there are any changes to report.  Status reports should be filed on Mondays.  These updates will be distributed by downloading, completing and saving the Project Status form located on the UHS-CVN Change Management web page.  The saved form is subsequently attached to an email distribution.  Each form has a subject-specific email hyperlink located next to its own hyperlink.

  6. Process Change Management forms and status reports will by archived on the UHS-CVN website.
 
 
Revised February 14, 2005