 Okay, James, take it away. Hello, my name is James Logan. As Brian mentioned, I'm one of the system admins here at the Northwest Justice Project. Between me and the other gentlemen, we're responsible for pretty much everything NJP needs for its technology purposes. I'm going to just go through a quick rundown on how we got to our current UC system. So we started this whole process with NJP being 17 different offices, which meant we had 17 different phone systems. In our Seattle location, which is our biggest office, we additionally had a call center. So in Seattle, we had an Avaya phone system, which included the call center. And in all of our branch offices, we had Toshiba little wall mount phone systems. All of our technology was starting to age. The phone system in Seattle was probably close to 15 or 16 years old. It was installed in 1996, finished configuring probably the end of 96. Being it was so old, any time it broke, it was a serious hassle to try and find hardware, support, anything. Additionally, the features we'd purchased in the system had slowly been dying. We had no more historical reporting for phone calls. The IVR system was just gone. It stopped working in 2004. It was just super old, super old equipment. Additionally, we had a Polycom video conference system that we used for all of the office to be able to do video conferencing. The Polycom system was probably close to 10 years old as well. We had one camera in each office. People would have to gather in our conference rooms. Just an old legacy system. Our goal was to find a platform, be it hosted or on-premise, where we can have all of the modern features that come with current UC systems. Integration with your email systems, the ability to chat with people, be able to do video conferences from anywhere, desks, not just in conference rooms. Be able to keep track of people's presences so you would know when to be able to call somebody or know that they're busy and unable to talk. Having an integrated directory so that you could just type somebody's name to be able to call them rather than having to have a piece of paper or a list somewhere with everybody's phone numbers on them. That was our goal. Part of what got us to that was in 2010, NJP came up with a strategic plan. Part of that plan was that we as an organization wanted to be able to act as one statewide law firm. We did not want to be 17 small offices under the name of Northwest Justice Project. We wanted to be able to collaborate together, share cases between offices and really do that all in real time. Not have to just wait for somebody to respond to an email or have difficulty sharing documents because the only method was email. Going through this process, we had lots of questions popped up. What happens if we go to a UC system? Where is the phone system installed? If we only have one phone system for the entire organization, how do you do redundancy? How do you keep the entire organization from failing if the phone system goes offline or you lose internet somewhere? Speaking of internet, how do you connect 17 offices to one phone system that's all across the internet? Do we go with an MPLS network? Do you use VPN tunnels? How do you connect everybody? Then I had the other big questions. How do you train people if you're migrating 200? In our case, we're about 220 people. How do you train 220 people on one phone system in 17 different locations? James, you just hit on an acronym there that a few people know. Could you explain for a second what an MPLS is? Because that's one of the big considerations people have and why it's even worth considering over VPNs. I couldn't tell you what the definition of MPLS is off the top of my head. But basically, an MPLS is a private network that connects all of your network offices together without having to traverse the internet like a VPN connection does. Typically, there are private internet connections or private network connections you pay your provider for that go from one location to another location. So that data is perfectly secure, perfectly private so that it's not snoopable by malicious people on the internet, but it comes with a significant cost increase. And my Google says MPLS stands for Multi-Protocol Label Switching. Does that help? Yes, thanks. Some of the other questions we come up with, should we hire consultants? Should we try to do this all in the house? NJP is lucky. We have me and the other gentlemen are relatively skilled. We've been working in the technology field for a long time as system administrators. So our knowledge level is a little bit higher or we've had more time to practice on some of these systems. So once we start getting to the process, we decided we do need a consultant. So we hired a consultant that helped us find solutions, come up with different packages of what we need. We were presented with realistically three choices. One of our choices was a Cisco system, fully Cisco. They have call centers, they have all the presence feature we wanted. You buy it, brand it, it's called Cisco. Another alternative we would come up with was Link, Microsoft's PBX that they now sell. With the Microsoft's Link though, it did not come with a call center. So in order for us to use Link, we would have to find another third party that worked with Microsoft Link that is the call center. The solutions we found for that were called Interactive Intelligence and EngHouse Interactive, which previous to last year was called Zcom, call center software. There were benefits between the Cisco system versus the Link system. Being a non-profit, we were able to get the Microsoft licensing at pennies per user versus the typical profit organizations that pay much more money for it. The Cisco solution had some non-profit discounts, pretty reasonable non-profit discounts, but their licensing was set up in a method so that for every feature you wanted, you had to buy a new license. So if we wanted to add presence or we wanted to add chat beyond just a basic phone system, it was a new license. If we wanted to add conferencing and video conferencing, that was a new license. And then additionally to that, in order to run the Cisco phone system, we had to buy Cisco hardware. So it meant buying Cisco servers, Cisco switches, you name it. For them to certify it, it was Cisco branded everything. Link, the benefit of Link, it was one license pretty much gets you all. You buy a user license and then you buy a server license. And being discounted in TechSoup really helped. EngHouse Interactive for the call center software is a virtual software solution that we were able to install on top of our existing virtual infrastructure. It came very similar to Cisco where you had to buy different licenses for the different features you wanted, but they also had a very nice non-profit discount. And then comparing them to interactive intelligence was a very similar solution, very similar licensing costs. There was no real difference between the two. What ended up making a significant difference for us was the consultant. So the consultant we ended up hiring told us that they were able to do everything. They can install the Link software with us, they can install the call center software with us, the EngHouse call center software with us. They would be able to help us configure all of the different features for Link and all the different features for EngHouse. And that was a real bonus to us. That meant it really was only one person we'd have to talk to throughout the course of this project to get our phone system integrated. Or an integrated setup. So what we ended up buying was Link 2013, that's an enterprise edition, and we bought the EngHouse Interactive Communication Center. Like I mentioned, the consultant we used said they do it all. Going through the process to answer some of the questions we had about redundancy and single server solutions and not having one thing that could fail on us, we ended up moving all of our infrastructure into two different data centers. We built a data center in Seattle and then we built another data center on the other side of the state in Spokane. And then we were able to then have it set up so that each one of those data centers could work together to handle all of our call center and phone system needs. If at any point one of those data centers had failed, it's not automatic, but the other data center can take over all phone and all video traffic. And then the call center software falls right into play with that. Because of this change, some of the things we had to consider then were how our offices then connect to these data centers, where all the new servers and all the software is installed. Being that we're such a large organization, one of the discussions we had with the administration staff was how valuable is being able to have these phone calls and how important is it as an organization to always have an internet connection that never fails. Because that's the caveat is every single office now connects to the data centers via the internet. So the decision we made was to buy into an MPLS. We went and bought into a fiber MPLS. There's lots of versions. You can do MPLS networks with T1 lines, with DSL. But because we were moving so much data across this network for the video and the voice and the chat functions of the link system, we decided fiber was our best and most reliable option. And I say reliable, when we went into the process of getting our network migrated over this MPLS, one of the things we looked for was SLA, which is service level agreements. And SLA is basically the provider's promise that we will keep your internet connection running at 99.9% of the time. For us, that was very important. And there was a couple of the solutions we looked at. One of the providers wouldn't guarantee that SLA. They'd sell us the service, but they wouldn't say they would keep it up 99.9 whatever percent of the time. And I believe the one we came up with was 99.99% of the time. Our service will be up. And some of the benefits of that is if it really goes down for multiple days and it's not our fault, we get a reduction in our bill for that month, which doesn't help the office when we don't have internet, but it made the accountants happier. So that was worthwhile of us. With that, though, then we took into consideration, will we now have these servers in our data centers? What happens if one of the internet connections goes down at the data center? Well, we decided it'd be in our benefit to have two internet connections for every data center. So we've set it up so that we have one internet connection dedicated just for the SIP trunks for our call center. And then we have another internet connection dedicated just to internet. But if there's any sort of failure with either of those connections, the other connection can take over all functions. So it can do both the phone calls and the internet. So how well has that worked here? Have you been able to test it? Has one of the major offices went down? How has that worked out practically? We have tested the failover between the two internet connections. Knock on wood, we actually haven't lost either connection at either data center. We have had scenarios, though, where one of the data centers went offline. And we had a battery failure. I think I don't remember exactly what happened. But basically the data center in Seattle went offline and the process was really quick. It took us about 15 minutes and all of our users were migrated over to the Spokane data center. All phone calls started routing over to the other data center automatically and the entire organization was back online. The reverse of that is we've had offices lose their internet connections. And we've now been on this new system for a little over a year for the MPLS portion of it. And I think in the course of the year, we've only had about four or five internet outages. Four offices located on this MPLS. And the response time through our provider for getting that internet connection back up has been pretty impressive. I think our worst downtime was about three hours. No, that's not true. We actually had a power line break. I don't remember how it works. We had an office that actually went offline for a day. But there was power lines and you kind of stuck with that. But there was a hardware failure in one location and within two or three hours, the provider was out there, replaced the hardware and then the office was back online. To say it though, we came up with a backup solution in case one of the offices lose their internet connection. So at every office, we've installed a dedicated old school POTS line, you know, plain old telephone hooked up to our fax machine. So if there's an emergency, people can pick up that phone and dial it. Additionally, with our UC solution, there is a link app that anybody who has a smartphone can install on their cell phone. And so since as NJP goes, we don't have a policy right now for paying back employees who use their cell phone for business purposes, we don't require that people install the app on their phone. But during one of the outages, it was a small office of four or five people, but two or three people immediately stole the apps on their phone and were instantly able to make phone calls, answer phone calls, and be back in business with the phone system. So that's essentially what we ended up with. We have now our statewide phone system. The level in the collaboration has increased exponentially. There's people who share documents, do video conferences from their desk. I don't think there'd be many people in this organization that would say, I want to go back to the old phone system. I think after the learning curve and after people have experienced the benefits of almost having your cell phone as your communication tool, you know, everything your cell phone can do, our phone system is now capable of doing. People really enjoy the benefits of it. They say they're more effective, and I feel like that's a good thing. Through this process, there is a whole lot of lessons we learned. My boss has a two-page document she wrote up for her TIG grant to go over all just the lessons learned. And I'll keep it a little shorter. I think the lessons of the most value are what I'll pass along. One of the biggest, I think, is if you end up picking a consultant that's selling you the entire solution, be wary. I think it is more valuable to hire two or three different consultants that are the masters of the software they sell rather than hiring one consultant who claims to be able to do everything well. Hiring a consultant that knows the software they're selling you or the solution they're selling you inside and out makes life infinitely easier when you're in a learning curve, and all you're trying to do is get caught up to try and figure out what this new product you bought is. Pigeon-holing your consultant and doing everything all at once doesn't necessarily, they'll know everything. It doesn't necessarily mean they'll know everything. I think that's the biggest lesson I learned out of this entire process. Additionally, make sure you do your own research. And when I say that, I don't mean learn how the technology works. Learn how the features of the technology. Learn what presence means. Learn how chat could be useful to you. Learn how video conferencing could be useful to you. So when you go through the process of installing and building your UC system, or your phone system, or your video conferencing system, you can ask your consultants, how can I best use presence, or how can I best use video conferencing solutions? If you're hiring somebody to do the work for you, you don't need to know the technical details. But knowing what features you're purchasing and how they really are meant to work with your system is a super valuable tool. Give yourself lots of time for mistakes. One of our biggest hurdles was the auto attendance and how we route phone calls to the branch offices and who picks them up. We went into the process just basically wanting to reproduce what the old office Toshiba phone systems were doing. And that wasn't our best practice. And it was kind of a mistake for us. We should have learned how link is best suited to route phone calls for branch offices. When you want a group of people being able to answer a phone call, it probably would have saved us a lot of time, or I don't say time. It would have saved us a lot of grief having to redesign our auto attendance every time we learned about a new feature or heard that we weren't doing it in the best process. And then that leads kind of into the last one. Don't force your new system to do what your old systems do. Learn how your new systems do what they do the best and then adapt to that and make it so that you use the best features of your new systems. Let those systems guide you in the choices and decisions you're going to make to come up with your ultimate solutions. I think that's actually all I've got for presenting what we came up with. That's a picture of our server stack in one of our data centers. That's what it took to get us to where we are. I think that last takeaway in really kind of exploring the system and seeing what is possible and what it does well is extremely important. Don't take what your current system does. Try to map that as your business requirements and put together an RFP based on that. You're going to miss a lot of different opportunities. It takes a while to understand what is possible in the unified communication systems, especially if you've been using a kind of a traditional older Toshiba system or a Ravaia system where it's an entirely different set of technology that you're looking at. If there's any questions, please feel free to type those at any time into the question box. Also, there's a raise hand feature here. This little hand that shows up on your control panel, I can unmute people. They can ask questions that way. I'm going to turn it over to William Guyton here to talk about the process that they went through and the choices that they made. There we go. As Brian said, my name is William Guyton. I am the director of information and technology at LASSO, Legal Aid Services of Oklahoma, and there's my phone number and email. We are the LSE funded statewide legal aid provider for the entire state of Oklahoma. How did I get here? Well, I spent 10 years at Legal Services Alabama, a little over 10 years. I was hired in early 2005 with a TIG grant. Three providers in Alabama were merged into one single statewide provider, and I was hired basically to do the technology evaluation and to do the technology planning post merger. That was in February of 2005, and then basically six months later, Hurricane Katrina hit the Gulf Coast, hit New Orleans in August of 2005, and we got a fairly early TIG devoted to VOIP. We implemented an asterisk system in the state of Alabama specifically to handle the volume of out-of-state clients that had to move to Alabama away from New Orleans and other parts of the Gulf that were hit by Katrina. So I've got some fairly lengthy experience in VOIP having helped put that system in back in the fall of 2005. I consulted with LASSO for two years. They hired a new executive director out of the state of Florida, and Michael Figgins basically wanted a similar type of setup in Oklahoma that we had in Alabama. He needed an evaluation. He was brand new to the program and wanted to get an understanding of what was in the state, what was available, and how he wanted to deploy technology to help advocate for clients. So I consulted basically as an outsourced CIO for almost two years, and basically Michael one day or every six months or so would say, what's it going to take to bring you to Oklahoma? And finally he made it attractive, and I left Alabama and have been in Oklahoma in my new role for a little bit over a year. So obviously it's coming in as someone new to the program and in charge of technology for the program. I did a technology review. I did a top to bottom technology review. It took about six months. We looked at everything. We looked at hardware, we looked at software, we looked at services, we looked at contracts. I spent a lot of time in accounting looking at invoices to see how we were spending money. We looked at workflow, and basically based upon that six month review, we pretty much decided everything was old and busted. It's the classic men in black, old and busted. There really was nothing in the program from a technology perspective that was worth keeping. Also from a technology perspective, the program was really stuck in about 1999. Windows Shop, client server, SMD, shared drives, dedicated PBXs in each office, a different internet service provider for each office. And there was really nothing that we could really build upon in terms of going forward and modernizing technology in the program. And obviously hardware was failing, much like James in the state of Washington. The phone systems were dying. The features were failing. Services were unreliable. Internet was unreliable. And obviously all of that has a very negative impact on mission. So it was basically we didn't want to keep anything and it was time to rebuild. So now what? What are our options when we want to rebuild our technology infrastructure in a statewide firm like we are? And you really have three fundamental choices. You can host your solutions, you can go to a hybrid solution, or you can do an on-premise type solution similar to what James did with Wink. We had made the decision that we were going to get out of the server business and not invest a lot of time and effort and money in rebuilding the server infrastructure. We were going to allow Microsoft to maintain the servers and the services and we've started our migration to Office 365. We've taken advantage of the nonprofit pricing. The E3 SKU or the E2 SKU that we went under a year ago was free to nonprofits, which is very attractive obviously. And we needed to take that money that we would have spent on the back end and do some desktop refreshes and do a lot more technology refreshes on the front side where our staff actually work versus spending money on the back end. So we're in the process of moving to Office 365 and obviously we want a unified communications platform that integrates with Office 365. So we looked at a plethora of providers, 8x8, Shortel, Jive, Grand Central. We looked at a bunch of different providers, both on-premise and hosted and hybrid, and decided that the one that we tested and thought would fit our needs the best is Dialpad. Dialpad a year ago or six months ago when we first started rolling out or testing Dialpad was called Switch. It was switch.co and they just recently rebranded themselves as Dialpad and they're at dialpad.com. The soft phone, which is one component, uses WebRTC as the protocol and the physical phones are SIP phones. So what I'm going to do in the next five minutes or so is give you a demonstration of what Dialpad is, both the front end and the back end, so you can get a better understanding of the way Dialpad works. So on the client side, you basically have two choices. You can run Dialpad soft phone, which in my instance is a Chrome extension. So if I click here, it's actually going to launch the soft phone, and this is what most of our staff use to communicate is the soft phone. So it doesn't require a physical phone. You can load this soft phone. You can load the Chrome extension on any platform that runs Chrome, the browser. So it works on laptops. It works on desktops. It works on a Mac. It works on a Chromebook. And so it's very flexible in that sense. So this is how I make and receive phone calls is through the soft phone. There's two extensions I have loaded. One is the Dialpad soft phone app itself, which is right here. The other extension that I have loaded gives me ability to click the dial capability. So if I find an email that has a phone number embedded in it, I can just click on that particular phone number, and it'll make the call with the iPad, which I clicked on it there, and you can see it coming up in the dialer. So that's what that second extension does. The left-hand column over here, this is my communications history by the person that I've talked with. So if you click on that person, it focuses on Holley. This is one of the managing attorneys in our Norman office. You can see when I've talked to Holley and for how long on what dates. Instant messaging is built into the platform, so if I wanted to text Holley, I'd just come down here to the bottom where it says New Message, and I can actually text her because I'm focused on her. The blue dot over here is that presence feature that James was talking about. If there's a blue dot on the person, they're a member of Dialpad. If you mouse over the blue dot, you can tell whether she's actually online or offline. Dylan is currently offline, but he is in Dialpad. If Holley was on the phone, this would turn red and have a little phone icon in it. So I'd know, well, there's no sense in calling Holley because she's on the phone. I'll just text her instead. With Holley highlighted on the right-hand side, you can see some details about Holley, her Dialpad phone number, her email address. The last time I had a conversation with her, if I had an email stream with her, you would see it here. This is one of our staff in the Tulsa office, and these are the last three emails with that particular person at that particular number. And again, these are all hyperlinks because this is a Chrome extension. So you can click on an email, and it will actually go to that email. So here's the email related to that. And if Margaret had a LinkedIn profile and I wanted to connect to it, I could actually have her LinkedIn profile right here. Another feature that staff really, really enjoy is the fact that if you add a client contact over here and you have their mobile number in here as part of a client contact, Dialpad will also send an SMS text as well as an IM. So if you want to, we have a large number of clients at the primary where we communicate with them is via SMS. And so this is a very easy way to communicate with clients that primarily contact us or talk to us or staff using SMS. So SMS and IM is integrated into the product. Let's see. The icons at the top, I mentioned earlier that Dialpad, the app is integrated with Office 365. And as James said earlier, because all of our staff are in Office 365, when you search by name or number, you'll actually be able to find those staff members. So I put in the first three initials, the first three letters of someone's first name. I get a listing of all of the contacts or people that I've talked to in the directory. But it's also a staff directory. Michael Figgins is executive director. This is his Dialpad profile. I can dial him just by, I can call him just by clicking on the icon of the receiver. If I wanted to text him, I'd just click on him. It would focus on him and I could text him here. And because this is a Chrome extension, this is an HTML interface right here. So I can drop and drag photographs. I can drop and drag URLs. And all of that data gets pushed around via Dialpad. So you've got some images embedded. This is actually a to-do list in our Norman office hanging off the old PBX. And by the same token, voicemails are also in line. So if you wanted to see, let's see, who's left me a voicemail? Let's find out. Margaret. Dylan. I can't find a voicemail. That makes a good point. So if I come up to inbox, which is right here, I can actually look at all my voicemails collectively over time. So knowledge in that left me a voicemail. If I click on that, it focuses on them and you can see the voicemail online. And it's played as a WAV file. So if I hit play here, I can listen to it over my speakers or my headset. If I wanted to download that voicemail, maybe I'll want to throw it into the case management system rather than transcribe it. I can actually download it as an MP3 and upload it to the case management system. But that's a good example of what voicemail looks like inside a dial pad. So that's a really brief overview of the client portion of dial pad, the soft phone portion. There's also a back end piece that allows you to manage your dial pad subscription. And it's a website. So if you go to dialpad.com and log in with your credentials, you'll get a page that looks like this. And every user has a your settings page and an analytics page because I'm the administrator of this dial pad instance. I also have the company departments and billing portions of the web page. So your settings, just like any modern, just like any phone system you would think of, your numbers, the phone number, the 800 number of the office I'm associated with, I can change my caller ID on the fly, time zone, obviously I'm in the central time zone. Voicemail, you record your own greeting or take a default. You can have multiple greetings that you flip between an in-office message, out-of-office message. I also have turned on send me an email when I receive a voicemail. I can actually play the voicemail in a browser or on the smart phone. Your devices section, I have dial pad loaded on multiple devices. So all these devices ring when someone calls me. So the desktop at the office, the desktop at the house. This was probably a test desktop that I was putting dial pad on and I can deselect it here. Excuse me, my desk phone, if you have folks that need a physical phone or want a physical phone, then you can either purchase a SIP phone through dial pad or purchase any SIP compliant phone and provision it through dial pad. Let's see, there's the number forwarding to my cell phone, which is right there. If you have, there's an executive assistant section that allows you to add people as your assistant. So when someone calls you, it's going to ring multiple phones as an assistant. And you can also be an assistant for someone else. That's the settings there. And then the last section is for E911, your physical address for E911 purposes. Standard end users also have the analytics, which is what you would think it would be. It shows you your calls, your texts, your IMs, your voicemails by day. This is for the entire office since I'm an admin. It shows you a breakdown of your calling habits, mostly inbound calls, mostly outbound calls. It shows a breakdown of desk phones versus soft phones. So we're at about just under 50% desk phones and almost 26% of the folks that use dial pad are using the soft phone. And you've got a very small number of mobile VoIP users, but the app, you can download the app on your soft phone, whether it's an Android or an Apple device. And you get the same functionality you do with the other soft phone or a physical phone. And then you call details. Who's called? How many calls? Minutes? Nists? That kind of thing. So that gives you your analytics. From an admin perspective, you've got these companies, departments and billing links. The company, obviously, is where you're going to add new users to your dial pad. And we currently have 58 people using dial pad because we have three offices on it now. And we'll be adding more this year as we deploy to more and more offices. So you can add team members. You can buy a physical desk phone associated with somebody. That's actually going to take me there. I don't want to go there. There's the desk phone. So it'll be high. Let's go back one. So the team is pretty straightforward. You associate an email with a name, a name with a number, and you use your 365 credentials to log in. So it associates with 365. Mainline. That's the mainline for this particular office. We assign operators. So these are the support staff that are on a soft phone or a physical phone. So when someone dials in via the 800 number or the main number, these are the two administrative assistants that their phone is going to ring. Call handling. We have an IVR set up for the Oklahoma City office. So you get the attendant. And she says, please press one for dial by name. Press two for the Spanish department. So these are two of our Spanish speaking staff. The third option goes to a senior hotline. And the fourth option is online intake or phone based intake. And then the fifth option is to ring somebody in that operator group. But you can mix and match between operator mode and system greeting mode. And then this is all manageable just by adding different breaking people or breaking roles up into different departments. Business hours. You can define your business hours, which we've done here. If you call before or open or after we're closed, you'll have the option to leave a voicemail. We've recorded that closed voicemail greeting here. And so it basically says we're closed. These are normal working hours if you'd like to leave a voicemail or it's in the call. And those voicemails are fielded. Those voicemails go to the members of the operator group. And it's their responsibility to either send that voicemail on to a staff attorney or to make the return call. So we've got three or four quick questions here. First one is on Dialpad, what about call routing and call center features? It doesn't have any call center features as yet. The call routing, if you're doing an IVR is really done by this particular setup. Either to a department or to an individual. We do have departments that are voicemail only. So if we go to the department section and go to our immigration department, it's a voicemail only department. There's two people that work in our immigration group. And if you go down to call handling, you can see that we've told it, go directly to voicemail. And the person that's in charge of that department gets notified via e-mail that there's a voicemail pending within that department and they listen to it and respond to it appropriately. So auto attendance, queues, reporting, and supervisor monitoring. It sounds like some of those are more call center features, but some of those, it sounds like it does support it. They are. The call monitoring feature is, there's not a live call monitoring feature. There is a, where is it? I'll have to figure out where it is. One of the options, let me go back to the iPad option here. You don't see it here, but there's a, you have a call recording on demand button. If we had it enabled, it would show up right here to allow you to record a call. We're still going through the process and procedure part in terms of what training we're going to do and what policies we're going to put in place to allow all staff to do call recording. We may do it as a, we may do it in a smaller subset of users initially and get some feedback. But if you looked on the back side and they, where do we have call recording set up? I'd have to find it, but there's a switch that allows you to enable or disable call recording on demand. And currently we have it disabled until we get the policies and procedures in place. So this is a little more on the change management side. As a technology professional, these capabilities and features are exciting. How do you get non-tech staff and users to utilize the system? And how would you rate the adoption of the system? Well, the real power of Dialpad comes from utilizing the soft phone. I mean, that's the first thing, that's the first takeaway. I use the soft phone. My workflow, generally if I'm on the phone, I need to be in front of a computer. So I've got my headset on like I do now and my hands are free and I can type. It really comes down to giving staff the tools that they need in order to do their best job. The folks that just simply don't want to run a soft phone, they simply don't want to have a headset or something in their ear, then you give them the physical phone option. And they interface with the system just like any other traditional PBX. They get a few of the advantages of the soft phone. I mean, the call history and that kind of stuff is embedded into the software and the physical phone, but they really don't get to take advantage of everything that the soft phone offers us. I mean, we've got a tremendous number of staff now that are being embedded in third-party organizations. So we needed a system that tightly integrated with Office 365 and allowed for basically our staff to advocate for clients anywhere they have an internet connection. So if you're in a DV shelter, you're in a hospital, you're doing social work, you're outside of your physical office space where a physical desk phone would normally be, you don't have that limitation anymore. You're not chasing voicemails, you're not chasing calls because when my phone rings, again, three computers ring, my smart phone rings, and I get to decide whether if I want to take that call and what device I want to take it on. So if I want to answer that call on my cell phone, I answer it on my cell phone. If I want to answer it with a headset on at a computer somewhere where I'm sitting, that's what I do. As soon as I can load the Chrome extension and log into the Dialpad, and I have all of this call history as if I were sitting in front of this computer today. So the flexibility and power that it gives us to do that away from a traditional office setting is one of the things we really like about it. So long story short, we're not forcing end users to run only the soft phone. We're simply encouraging them that depending on the way they work, and we have some folks that do both. We have some staff that have a physical phone and use a soft phone because one of the interesting takeaways is if you're on a soft phone, someone walks into your office and normally you have your headset on whether you're on a call or not. They don't know if you're on a call or not. So you'll have someone tap you on the shoulder and say, are you on a phone call? You'll have to say, no, I'm not on a phone call. So it's just one of those social things that's kind of interesting. If you have a physical handset in your hands, then most people will stand there and wait until you get done talking and hang up the call. So we're allowing staff to choose which method they like and a lot of staff choose both. The physical desk phone is nice if it's ringing and you just have to walk into a room and pick it up versus putting on a headset and logging in. But the soft phone gives you all of those advantages that I'm showing you right now. Okay and just to let people know, I did get a question over the call center stuff which will go back to James Logan in a few minutes here after William gets through. So I do have that queued up as a question that we're getting to a little bit later. There was also a request for the slides. I will put links to both of the presentations in the chat and they will also be available as links for the YouTube video and the following blog posts that are available in the next day or two. Cool. So we've looked at the mainline features when you click on desk phones. This is where you basically assign a physical phone which is this OB number to an end user. If you have common room phones or you want to deploy a phone somewhere in a conference room and not associated with an individual user, you can drop them into a room phone. Our two front desk phones, since there's so many people out of the front, they're not assigned to an individual user. They're just generic desk phones at the front desk. We also have a Polycom sound station up in the executive director's office for conference calls and we'll be deploying these as well. This shows you that SIP configuration feature that you can configure any SIP phone to integrate with Dialpad. One of the nice things about ordering a phone from Dialpad is they'll drop ship the phone. It's pre-configured. We're 18 offices in the state. It's a fairly large state. I don't have to have it shipped here or pre-configured myself and then ship it back to the office. We actually drop ship phones directly to the end user and they literally plug it in and put in a pen and it reboots and associates them and their number with that particular physical phone. So that's one of the nice features is we can drop ship a phone to an individual end user or to an office. All right, company settings. There you go. So there's where they moved the call recording to. So that's one of the company wide settings is allow team members to record their calls. Right now we're not. That's to transfer calls and that's international transfers. Here's some of the executive assistant features going on. When someone goes on vacation, we want someone else covering their calls. This is how you port numbers from another provider. And we've done a lot of that in the last four months. And then the E911. From a Dialpad perspective, when we add additional offices, they're considered departments of the main office. So the company in this case is the Oklahoma City Law Office and the administrative office. And every office that we add after that is considered a department from Dialpad's perspective. So the Norman office, which is the second office we put on Dialpad is a department. And you get those same options at a department level that you had at a company level in terms of operators and call handling and business hours. Analytics we've looked at. Billing we can look at. If you were to look at Dialpad right now, I think they're, actually, I'm logged in. I think they're asking $15 a seat for the standard SKU. There's pricing. So they have two SKUs. There's a small business SKU or a standard SKU, which is $15 a month. There's an enterprise SKU, which is twice that. We're in the standard SKU at the moment. But we were able to negotiate a nonprofit discount. And we're currently paying $10 per user per month. There's also no contract. So we're not signing a one-year through-year contract with somebody. Right now we're going month to month. So we don't have a big capital expenditure. And we also aren't contractually obligated to stay with Dialpad if six months from now we're unhappier or something better comes along. And you can see the feature set that they support with standard and then the additional features that get included if you move up to Enterprise. All right. So that's basically what the billing is going to look like. So you've got 58 team members, 58 staff at $10 a month. We've got a couple of dedicated local lines that are $5 a month. It generates a new number. You decide which area code you want to use and it generates a phone number. Toll free $15 a month for a room phone, not associated with any user. They do have fax, being able to fax from the Dialpad interface. This is a nice feature. But it's not as robust as we'd like in terms of features. It shows up as another option. It shows up right here as a fax. But when I talked to Dialpad, they said, well, we're really just reselling HelloFax. I said, okay. I'll just start using HelloFax. So we're migrating the physical fax lines in each office to HelloFax. So that's faxed email. So that's why this number is so low. We've actually have significantly more folks using HelloFax for digital faxing. So that's the back end, analytics. And hold on. Let's go back to here. All right. So lesson learned. Let me get my frog back up. Here we go. So the first lesson is test. You need to do a tremendous amount of testing. We tested with a lot of vendors. We had vendors like Jive and 8x8 that were more than willing to drop ship us a couple of SIP phones. Let us test the back end. Let us provision phones. Let us do some calling. And anybody that's unwilling to send you a phone to test or multiple phones to test is probably not someone you want to spend your time with. We tested with staff. We actually put a team together, a cross-functional team together in the Oklahoma City Office. Administrative assistance, paralegals, social workers, attorneys. And basically gave them dial pad. Gave them a physical phone. Gave them a soft phone and said, here, would you please run this for a week and give us some feedback, both good and bad. So we took a lot of user feedback and adjusted accordingly. They liked this feature. They didn't like this feature. They wished this behaved differently. And we fed that back to dial pad in terms of, hey, people want to be able to SMS to clients. Well, then they would tell us, well, that feature is going to be deployed in 30 days. And generally that was true. Another important takeaway, obviously, is you're not going to succeed with all staff based on consistent call quality versus copper or PRI services. I mean, VoIP is not copper, and it's not a traditional PRI type service. So you have to manage expectations versus reality. And you're just not going to make everybody in the firm happy, especially if you're a large poverty law firm. So we've got some folks that are static about it. We've got some folks that are like, eh, don't really care. And we've got some folks that we're working with to help explain just occasionally the idiosyncrasies in call quality that you have. And that's a lot like cell phones 10 years ago. You know, if you have a bad call, hang up and call again. And generally it's been our experience that that's the best way to approach it. James talked earlier about disaster recovery and redundancy. And you are going to need to monitor. We're pushing all of this data and voiceover, our upgraded MPLS connections, and you need to be able to monitor those circuits. And you need to have a disaster recovery plan. And much like James said earlier, our disaster recovery plan, at least from a voice perspective, is encouraging staff to install and utilize the app on their smartphone. If we have an internet outage or a power outage in Oklahoma City or in Tulsa or anywhere else in the state, they're usually pretty good at pulling their cell phone out of their pocket and being able to make calls. The app installed on your cell phone allows you to hide your personal cell phone number. So when you return a call or take a call, you can tell the iPad, hey, use my personal number or use my business number. Use that once or use that always for this particular contact. So you're not exposing your private cell phone number to a client. You don't have to do that. The app allows you to choose your caller ID on a per call basis or to set it permanently based on a contact. So that's our disaster recovery plan from a voice perspective, is making sure that staff know that that's an option. And we've used it in a couple of instances. Any further questions? No, we're caught up in the questions. And I put in the chat links to both William's presentation and to James's. So please feel free to type in any other questions or raise your hand if you want us to unmute you and ask a question via voice. James, do you want to talk for a little bit more about our choices on the call center, things like features or options that we have now that we didn't have with our old dying system, that type of stuff? Sure. I mean, I hate to say the features we have now are all pretty basic. The sad part of our old phone system was the simple things like losing historical reporting. We actually lost live reporting right before we switched as well. Or live tracking, I should say. With the new system, I think one of the best features is being able to manipulate call traffic and messaging and call handling in real time. An example would be the way our call center is set up. We have a main phone number you dial into and then there's a series of queues that sit below that based on your choices. You press one for Spanish, you press two for English. So you have these hierarchies. Well, if it works out that we do not have any Spanish speaking advocates or call center folk that day, we can just turn that queue off. And we can set it so that queue gives an independent message. So we could say something simple like, we're sorry there's no Spanish speakers available today. Would you like to speak to an English person? Or you can hang up and call back tomorrow. And we can do that in real time while the call center is going, even during hotline hours. And we can do it from anywhere. We do not need to be climbing into our phone closet anymore and sitting in front of what would be a super antiquated CRT with a massive keyboard in front of it. Our call center, we now have a call center administrators that have very little technical knowledge who manage the system. So they're the one who changes the mode, set it to close, set it to open all in real time. And the learning curve for them was really pretty low. One of the next features we're working on building right now is being able to automate callbacks. And when I say that, it's not for a client who's called in and wants a virtual hold where they want to be in hold for a cubit. They don't want to stay on their phone. We have that feature. That was kind of a standard feature. The feature we're trying to add now is where you can go to a website as one of the advocates or one of the people answering the phone and fill out a form and it'll schedule a call whenever you want to schedule that call. So the goal for that is to integrate it into our online intake. So we would like to someday down the road get a client through the end of our online intake and then have them fill out this form where they put in their name, their information, their phone number and we have all this previous information that's already in our case management system and then they just click what time do they want to call? Enter. And then the system automatically will queue them for a call on that day at whatever time they picked. Then they follow the next in line and get their phone call as if they had called in. I think that's one of the best features we've gone for. So two questions. Does everybody who is on your call center need to be located in the same office? No, sir. We can have people located anywhere. I want to say anywhere on the world but realistically the internet is the thing. So anywhere you can get a decent internet connection you can be part of the call center. And how robust are your MPLS connection speeds? I think this is a question both of you guys can answer. James first. So ours are kind of varying. To give you a quick rundown in the data centers we have 200 megabits per second connections because all the traffic from all the branch offices routes through them. So at no point did we want to bottleneck a phone call because I have 16 offices watching a YouTube video or something. So the aggregate of my call centers is more than all of my other offices added up. So in a small office we have 10 megabytes. To a medium side of the office we have 25 to 30. In the Seattle office we have 100. And then the data centers have 200 each. And we're backhauling all the data as we deploy MPLS statewide into Oklahoma City. So we've got 100 megabits in Oklahoma City and Norman which is an office of a dozen or so staff is currently at 5 megabits. So we backhaul Norman to Oklahoma City and out to the internet. So we've got one firewall to maintain in Oklahoma City for Norman and as we deploy statewide we will probably add some redundancy in our Tulsa office. So if Oklahoma City goes offline we'll have another route out to the internet. But the goal is to interconnect all of these offices in a fully meshed MPLS wide area network and backhaul internet and voice to the closest point of presence whether it be Tulsa or Oklahoma City. I guess I should add we're doing the exact same thing. All of our data goes through the data centers except for Seattle where we have 100 people. We have two connections in Seattle still. One being the MPLS, one being a dedicated internet. So does Dialpad have any conference call line options? Yes. The standard, I mean Dialpad as it sits today will allow three people on a call simultaneously. If you need to add a fourth person then you would use their other product which is Uber conference. And so if I need to do a conference call that's greater than three people we just go to my Uber page and they can either call in with their Dialpad account or they can just call in with a physical phone. Uber conference is the product that they offered a year before Dialpad came out. So Uber conference is three years old and Dialpad is now one over two years old. I was going to mention one of the things that we've done in Oklahoma is as a non-profit we've actually been able to jump on the MPLS network that the state actually uses to interconnect the courthouses and the universities and the tech schools and the libraries. So we're actually on one net at a reduced rate. This is cheaper than we could have gotten MPLS from any of the for-profit companies, the AT&T's the world as we were able to negotiate and jump on what is basically the statewide area network. So how did you go about getting on to that? Because we've done a little bit of that with other non-profits that I've worked with in different states but it's been a challenge occasionally to get on to those kind of anchor network, not giant state contracts. Yeah, it's really about relationships. We had a board member that knew somebody that knew somebody and basically opened the door and we just went to one net and said, we're a state-wide organization, we're legal aid, would you consider allowing us to buy services from one net? And it took a couple of meetings and basically they said, sure, they said we'd love to have you on. Because one of the things that's difficult as a statewide provider is they're starting to diversify their user base a bit or their customer base in a bit because they really need real dollars. I mean, a lot of the money that they see is just moved from account to account within the state and it's nice to have some real paying customers that are not a state agency. So they've taken a couple of fairly large federal grants to help build out their MPLS infrastructure and I think the feds are starting to encourage a little bit of diversity of customers on a lot of these statewide area network efforts. Any other questions at this point, generally from the audience? I guess I'd like to give it to each of you for one last thing that you think if people are going to pull one thing away from this, they're going to start on this process. What is the best starting point? Is it that evaluation of where your network really is? Is it getting out there and exploring what's possible? What's the first step for people that really have a need here and this looks very overwhelming to them? You go in first chains or am I? I'll go for it, I'm still thinking. The beauty of Dialpad and Dialpad type hosted telephony services is you don't have a huge capital expenditure. You're not making a $30,000 or $50,000 per office expenditure that you can't get out of. Dialpad, like I said, is month-to-month. It's like Netflix, it's like any other subscription service because it is a subscription. Dipping your toe into a soft phone type hosted solution like Dialpad is easy. They'll sign you up and you can run it for 30 days with an unlimited number of users which really allows you to deploy it and test it within your organizations. The harder thing obviously is managing expectations which I mentioned in my lessons learned is you're going to have to manage some end-users expectations especially folks that have maybe been with the firm for 20 or 30 or 40 years and have always had a physical desk phone and have always had a piece of copper or a digital PRI hanging off that voice conversation. So there's a bit of an old-school, new-school type of mentality. A lot of the staff we deal with that are coming out of law school have no problem sticking an earbud in their ear and plugging it into their laptop and making a phone call because that's the Skype type of generation that has done that and is used to doing that and is comfortable with it. So there's just some managing expectations type of thing that is really more of a challenge than the actual technology itself. I think very similar to what William said, I feel like regardless what direction you ever want to choose if you think you can afford on-premise, you can't afford it, you want to go to a hosted because the capital is not there. I feel like one thing I've learned through technology across many, many years of it now is don't ever be afraid to ask any of the questions. And I give kudos to Brian. He's building and has built a huge network of people that have experience across so many different pieces of these technology. So ask questions. There's never a shortage of answers to be had. And it sounds simple, but I guess one of my lessons learned is people don't understand really what any of these features mean. They have no technological knowledge. They just don't understand what something like presence can be. But they're afraid to ask. So one of the easiest ways we were able to adopt our phone system was we picked our pilot group based on the most un-technologically friendly people we could find. And like William said, some of those older old-school mentality where I have to have a phone. And so we got those guys in our pilot group and as soon as they started learning the technology and kind of getting excited about it because they're like, oh, I can chat somebody. This is pretty simple. That was our selling point. That's how we got it going. But we got over the hurdle of it by getting them to ask us questions. And so whatever direction, whatever decision, there's so many solutions. Just ask your questions constantly. Easiest way to learn. Excellent. Well, thank you both. Thank you guys all for attending. Thanks for the great questions also. Take care. Thanks. Bye.