ICP service model/charges

College service implementation and usage charges

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This information outlines the Chorus costing model for colleges.  The model was agreed at the IT Committee meeting November 2016.  While licencing and equipment charges had been agreed prior to that, IT Committee approved the concept of an annual charge for phone numbers and a flat rate fee for call charges for all users.  The levels of the charge will be set based on an audit being conducted in December 2017.  For budgeting purposes a combined annual charge of £49 (+ VAT) should be used, but it is recommended that a 10% contingency is added.  See further details below.

1.1  About Chorus

Chorus is the University of Oxford’s new digital unified communications service that will replace the existing analogue telephone system and offers a number of features beyond standard telephony.  Existing phones will be replaced and users given access to additional features (e.g. call history, directory and contacts) via the Chorus Web Portal. Further functionality (e.g. making calls via computers and smartphones and collaborative working sessions) will also be available and it is expected that users will gradually utilise these over time.

For further information on the Chorus service go to http://help.it.ox.ac.uk/chorus.

1.2  Chorus users

All current staff whose University Card status entitles them to full access to IT services, and all undergraduate and postgraduate students with a University email address, can be given a Chorus account.  With this they will be assigned their own telephone number and given access to the Chorus Web Portal.  Staff with a Chorus account will also be given a replacement phone. 

For information on staff and student University Card entitlements visit: https://help.it.ox.ac.uk/iam/registration/service_entitlements.

 

Charges can be separated into two distinct areas:

One-off service implementation charges: 

  • licencing (section 3.1 below)
  • equipment (section 3.2)
  • local staff (section 3.3).

Annual operating charges: 

  • service (section 4.1)
  • calls (section 4.2)
  • local staff (section 4.3).

2.1 Summary checklist

Use this checklist in conjunction with the information provided here to ensure your college has considered all charges and costs related to the introduction of Chorus.

Item Section Notes Done
Service implementation charges  
Licencing 3.1 Paid by college at time of implementation for all eligible staff.  
Equipment 3.2 Equipment charges are met by college.  There could also be costs for upgrading local networks or other equipment, e.g. fax, franking and PDQ machines, DECT phones.  
Local staff 3.3 Getting your network ready for Chorus.  
Operating charges1
Service 4.1 Recovery of the Chorus service costs, plus charges for non-standard devices.  
Calls 4.2 All users will be subject to a flat rate fee, though usage will be monitored and subject to reasonable use charges.  
Local staff 4.3 Chorus will slightly increase the call on local IT support.  

 

1Each December the number of phone numbers (and type) in each unit will be noted and used as the basis of billing which will be made, as a single charge, in the following August.  The first snapshot will be taken in December 2017.

 

3.1 Licencing

Colleges must pay for licences at the point of service implementation, and / or when new users need to be connected2.

A University-wide licence for students has been negotiated, providing access to the features detailed above and an internal extension number. This will be provided at no cost for both undergraduates and postgraduates. Students will not be provided with a phone or other equipment.

  • Licences are a one-off charge.
  • A licence is also required for every staff member who will be a Chorus user, irrespective of how and where they access the system. A licence gives each user:
    • Telephony services via a desk phone (or softphone if this is installed locally after the main Chorus implementation).
    • A unique single number.
    • Access to voicemail.
    • Access to the Web Portal for the unified communications features.
    • After initial implementation, access to further functionality such as a softphone (via their computer) or the smartphone client (on iOS and Android mobile devices). 
  • A licence is also required for every non-people phone (see section 3.2.2) on the Chorus system.  Non-people phones only give calling privileges, they do not include any of the features available to staff members. By default non-people phones will not include voicemail.  Voicemail can be requested for these phones but this will incur a full licence charge.

2 Unless the new user is replacing a user who has left.

Note: For academic staff holding joint appointments, the unit that is the majority employer will be responsible for the purchase of licences and equipment.  Consequently, costs associated with APTF-C posts will go 100% to the college; costs associated with the other joint academic posts will go to the University.

3.1.1  Licencing charges

Licence Charge Who pays
Chorus licence for staff £44 each College
Chorus licence for non-people digital phones (eg Porters' Lodge) £15.54 each College

 

See the Chorus Licence Guidance paper for additional information.

3.2  Equipment

Colleges must pay for equipment in full, at implementation. The exact needs of your college will be determined during the Chorus service implementation engagement process when the Chorus team will be supporting college bursars and ITSS managers.   

3.2.1  Standard phones

  • Installation will require all Chorus users to have a phone connected to their local network and a computer, provided by their unit, to access the Chorus Web Portal.  Details of the minimum requirements can be found in the Technical Information available from http://help.it.ox.ac.uk/chorus
  • The standard phone is the Unify 35G model.  This connects to the system via a network port, which in turn is connected to the Chorus service VLAN (Virtual Local Area Network).  The phone requires power to function, which can be supplied over the network connection or via a separate power supply, depending on the network configuration.
  • There are further more advanced telephones available at extra cost for staff requiring special configuration, for example the Unify 55G.
  • If your college purchased Cisco VOIP phones for Chorus under the advice of the Telecoms team, the project will replace these with Unify 35G phones (see Section 3.2.5). 

3.2.2  Non-people digital phones

  • In many locations current phones are not associated with people but with a location or a generic role; e.g. meeting rooms, common areas, Porters’ Lodges, Bursary Assistants.  In these cases a non-people phone (still a Unify 35G model) will be provided.
  • In colleges, study bedroom phones should be replaced with non-people phones if the college wants to retain them, many will not see the need in the future.  Students will be provisioned with a Chorus account by the University – see section 3.1.  Note: it is not possible to do short term billing on these phones therefore dialling permissions to outside of the University are prohibited.

3.2.3  Non-people analogue phones

  • Certain locations require a (non-people) phone served by an analogue phone line that is also connected to the data network e.g. lift phones, entry phones, refrigerator and equipment alarms, emergency phones.  This is to ensure:
    • if power is lost they remain working on battery backup (for up to four hours).
    • if there is a network failure they route out to the public telephone network so can still be used.  

(Note: some of these will be designated as critical lines to ensure faults are fixed within four hours – this incurs an additional annual charge). 

  • The project will not normally provide new analogue phones and your existing analogue phones will continue to be used in these situations.

3.2.4  Fax, PDQs, franking machines etc.

  • Colleges should convert analogue fax, franking and PDQ machines to alternatives compatible with Chorus. Colleges are responsible for meeting the costs of this equipment.
  • Replacing such devices is outside the scope of the project. If analogue faxes cannot be replaced, they could be classed as an analogue device (like non-people phones.
  • PDQs fall within the remit of PCI-DSS compliance; the project cannot advise on replacement devices. Please consult the University’s Card Data Security Guidance for more information.

3.2.5  Existing CISCO VOIP phones

Chorus does not support Cisco VOIP desk phones. The project will provide the Unify 35G phone as a replacement, free of charge, if the Cisco phone was bought for Chorus in agreement with the University’s Telecoms Service.

3.2.6  Existing DECT phones

These common cordless phones will work on Chorus if a replacement base station is used.  Contact the project team at icp@it.ox.ac.uk for further information. 

3.2.7  Equipment costs

Equipment Device charge (each) Who pays
Standard  Unify 35G phone £51.24 College
Unify 55G phone £110 College

3.3  Local costs

Local costs may be incurred as part of implementing Chorus at your college, for example:

  • Network and infrastructural improvements3, if required.
  • Staff time for:
    • Project liaison and knowledge transfer (training).
    • Data collection / decision-making.
    • Software deployment.
    • New equipment installation.

To help college IT Support Staff assess the need for remedial infrastructural work, please see the Technical Information at http://help.it.ox.ac.uk/chorus.  A technical readiness assessment will be carried out prior to your college’s Chorus service implementation, and the Chorus project team will provide support and advice as required.

3 Staff across the collegiate University are on a variety of phone and data networks.  Remedial work to resolve technical issues may be required before they can access Chorus, especially where they are not currently on University networks.  

Note: The colleges are collectively contributing £800k of the project implementation costs as agreed by Council in 2014.  Conference of Colleges will determine the manner in which this cost will be allocated to colleges.

3.4  Example service implementation charges

College with 125 phones (100 standard, 20 non-people digital phones and 5 retained analogue lines).  This illustration also assumes the college elects to install 15 of the digital phones with the more expensive Unify 55G telephone. 

Item Unit charge Number required Cost to college
Chorus (staff) licences £44 100 £4,400
Non-people phone licences £15.54 25 £388.50
Unify 35G phones £51.24 105 £5,380.20
Unify 55G phones £110 15 £1,650
Analogue phones 0 5 0
Other devices (e.g. fax, franking etc.) TBC TBC TBC
Local staff n/a n/a TBC
Total implementation charges n/a n/a £11,818.70
+ local staff costs
+ remedial / upgrade work
on other devices

 

4.1  Service

  • New charges will start from 1st August 2018. Each department will be charged annually for its use of the service.  Until 31st July 2018 the existing Telecoms service charges will apply.
  • The overall cost of the Chorus service is broadly in line with the telecoms service it replaces.
  • A charging model based on the number of telephone numbers assigned to the unit, irrespective of their use, was approved by IT Committee in November 2016.  Each telephone number will be charged the same annual charge irrespective of use. 
  • The annual charge is currently estimated to be £44 per year, but this will be confirmed in December 2017 when the project will have a more accurate view of how many users will be on the system.
  • There will be additional annual charges for use of analogue phones.  Analogue lines designated as critical, and therefore subject to a four-hour fix, incur a further charge.
  • Additional one-off charges will also be incurred for non-standard requests, for example:
    • Setting up new lines (digital or analogue)
    • Fax gateways
    • New numbers (beyond the set agreed as owned by the college
    • New telephones (note headsets will be available via the e-marketplace)
    • Additional items that incur a charge may be added in future.

4.2  Calls

  • The charging mechanism approved by IT Committee is based on a flat rate annual fee for all college (and departmental) users.  Usage will be monitored to ensure that the amount charged recovers the external call charges incurred.  Adjustments and extra charges could be incurred by those with significant usage patterns.
  • The flat rate charge is currently estimated to be £5 per year, but this will be confirmed in December 2017 when the project has a more accurate view of how many users will be on the system.
  • Currently it is known that call charges are, for the majority of users, a small proportion of the overall cost of using the service (typically < 10%).
  • Irrespective of the call-charging mechanism, it is known that most call charge rates have reduced.  Example call charge rates:
Destination Costs
Internal (including between University and Oxford hospitals) Free of charge
UK landline (local or national) 1p per connection
UK mobile  1.7p per minute
USA 1p per minute
Mainland Europe 1p per minute

4.3  Local staff

  • Local IT Support Staff will provide some support for Chorus, so their time needs to be factored into your costs. The level of support will be based on a number of things:
    • Number of users in the college with phone.
    • Local support for a college’s soft phones, though initially these will be limited in number.
    • Users’ IT independence and knowledge. 
  • Areas where local effort may be required are:
    • First port of call for user support. The Chorus support team also can be called for advice and resolution via the central Service Desk on (6) 12345 or help@it.ox.ac.uk – please inform them that you are in contact about Chorus.
    • Setting up new users. Additional local technical work will be required to install software and connect phones. 
    • In the future, some administrative tasks may be devolved.
    • Chorus adds an incremental technological overhead for networks and other equipment, which needs to be accounted for.

The Chorus project team will discuss these local needs with each college.  Support will also be available from the project team initially and from the central Service Desk, while online materials are available at http://help.it.ox.ac.uk/chorus and a printed guide will accompany each phone.  

4.4  Example Operating Costs

College with 100 standard phones, 20 non-people phones and 5 analogue phones (2 of which are designated as critical).

The unit charges used below are based on the approved charging model, but these should be taken as indicative as the final rates will be confirmed in December 2017.  It is recommended that a contingency of 10% is added to any total calculated.

Item       Service charge per unit p.a. Number required  Cost to College p.a.

Per number used (People and non-people digital phones)

£44 120 £5,280
Non-people analogue phones £119 (£75 + £44) 3 £357

Non-people analogue critical phones

 
£144 (£100 +£44) 2 £288
TOTAL operating costs p.a.* n/a 125 £5,925
Calls £5 125 £625*
Additional services Per service TBC TBC
Local staff costs TBC TBC TBC

 

*Subject to review of call charges to ensure that external charges are recovered by the charging model.

Department service implementation and usage charges

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This information outlines the Chorus costing model for departments.  The model was agreed at the IT Committee meeting November 2016.  While licencing and equipment charges had been agreed prior to that, IT Committee approved the concept of an annual charge for phone numbers and a flat rate fee for call charges for all users.  The levels of the charge will be set based on an audit being conducted in December 2017.  For budgeting purposes a combined annual charge of £49 should be used, but it is recommended that a 10% contingency is added.  See further details below.This document outlines costs and charges for the new Chorus service; it is a guide rather than an exact breakdown of what will be charged because each department has its own unique circumstances.

In order to understand your department’s specific costs, the Chorus team will meet and work with you as part of the implementation phase of the project.  This work commenced in October 2016 and is currently expected to continue into early 2018.   The exact timing is dependent on when your department is scheduled to move to Chorus.

If you require clarification about information in this paper, please contact the project team at icp@it.ox.ac.uk – we welcome your feedback.

1.1  About Chorus

Chorus is the University of Oxford’s new digital unified communications service that will replace the existing analogue telephone system and offers a number of features beyond standard telephony.  Existing phones will be replaced and users given access to additional features (e.g. call history, directory and contacts) via the Chorus Web Portal. Further functionality (e.g. making calls via computers and smartphones and collaborative working sessions) will also be available and it is expected that users will gradually utilise these over time.

For further information on the Chorus service go to http://help.it.ox.ac.uk/chorus/.

1.2 Chorus users

All current staff whose University Card status entitles them to full access to IT services, and all undergraduate and postgraduate students with a University email address, can be given a Chorus account.  With this they will be assigned their own telephone number and given access to the Chorus Web Portal.  Staff with a Chorus account will also be given a replacement phone.  

For information on staff and student University Card entitlements visit: https://help.it.ox.ac.uk/iam/registration/service_entitlements.

 

Charges can be separated into two distinct areas:

One-off service implementation charges: 

  • licencing (section 3.1 below)
  • equipment (section 3.2)
  • local staff (section 3.3).

Annual operating charges: 

  • service (section 4.1)
  • calls (section 4.2)
  • local staff (section 4.3).

2.1 Summary checklist

Use this checklist in conjunction with the information provided here to ensure your department has considered all charges and costs related to the introduction of Chorus.

Item Section Notes Done
Service implementation charges
Licencing 3.1 No charge to departments. Licences are centrally funded for the initial implementation for all eligible University staff and students.  
Equipment 3.2 The project will provide basic replacement phones at no cost to departments.   Departments will need to meet the costs of other equipment (e.g. new phones, whether standard or more advanced types, fax, franking and PDQ machines, DECT phones), as well as any costs associated with upgrading local networks.  
Local staff 3.3
Getting your network ready for Chorus.  
 
Operating charges1 
Service 4.1 Recovery of the Chorus service costs, plus charges for non-standard devices.  
Calls 4.2 All users will be subject to a flat rate fee, though usage will be monitored and subject to reasonable use charges.  
Local staff 4.3 Chorus will slightly increase the call on local IT support.  

 

1 Each December the number of phone numbers (and type) in each unit will be noted and used as the basis of billing which will be made, as a single charge, in the following August.  The first snapshot will be taken in December 2017.

 

3.1  Licencing

For the initial Chorus implementation, the licence costs will be met centrally, but departments must pay for licenses when new users need to be connected2.

A University-wide licence for students has been negotiated, providing access to the features detailed above and an internal extension number. This will be provided at no cost for both undergraduates and postgraduates. Students will not be provided with a phone or other equipment.

  • Licences are a one-off charge.
  • A licence is required for every staff member who will be a Chorus user, irrespective of how and where they access the system.  A licence gives each user:
    • Telephony services via a desk phone (or softphone if this is installed locally after the main Chorus implementation).
    • A unique single number.
    • Access to voicemail.
    • Access to the Web Portal for the unified communications features.
    • After initial implementation, access to further functionality such as a softphone (via their computer) or the smartphone client (on iOS and Android mobile devices). 
  • A licence is also required for every non-people phone (see section 3.2.2) on the Chorus system.  Non-people phones only give calling privileges, they do not include any of the features available to staff members. By default non-people phones will not include voicemail.  Voicemail can be requested for these phones but this will incur a full licence charge.

2Unless the new user is replacing a user who has left.

3.1.1  Licencing charges

Licence3 Charge Who pays
Chorus licence for staff £44 each Project
Chorus licence for non-people digital phones (eg Porters' Lodge) £15.54 each Project

 

3Only relevant for departments post-project.

See the Chorus Licence Guidance paper for additional information.

3.2  Equipment

Costs for standard phones (Unify 35G) will be met centrally for the initial implementation. The exact needs of your department will be determined during the Chorus service implementation engagement process when the Chorus team will be supporting Departmental Administrators and, where appropriate, ITSS managers.   

3.2.1  Standard phones

  • Installation will require all Chorus users to have a phone connected to their local network and a computer, provided by their unit, to access the Chorus Web Portal.  Details of the minimum requirements can be found in the Technical Information available from http://help.it.ox.ac.uk/chorus
  • The standard phone is the Unify 35G model.  This connects to the system via a network port, which in turn is connected to the Chorus service VLAN (Virtual Local Area Network).  The phone requires power to function, which can be supplied over the network connection or via a separate power supply, depending on the network configuration.  
  • There are further more advanced telephones available at extra cost for staff requiring special configuration, for example the Unify 55G.
  • If your department purchased Cisco VOIP phones for Chorus under the advice of the Telecoms team, the project will replace these with Unify 35G phones (see Section 3.2.5). 

3.2.2  Non-people digital phones

In many locations current phones are not associated with people but with a location or a generic role; e.g. meeting and conference rooms and common areas.  In these cases a non-people phone (still a Unify 35G model) will be provided at no charge to the department

3.2.3  Non-people analogue phones

  • Certain locations require a (non-people) phone served by an analogue phone line that is also connected to the data network e.g. lift phones, entry phones, refrigerator and equipment alarms, emergency phones.  This is to ensure:
    • if power is lost they remain working on battery backup (for up to four hours).
    • if there is a network failure they route out to the public telephone network so can still be used.  

(Note: some of these will be designated as critical lines to ensure faults are fixed within four hours – this incurs an additional annual charge). 

  • The project will not normally provide new analogue phones and your existing analogue phones will continue to be used in these situations.

3.2.4  Fax, PDQs, franking machines etc.

  • Departments should convert analogue fax, franking and PDQ machines to alternatives compatible with Chorus. Departments are responsible for meeting the costs of this equipment. 
  • Replacing such devices is outside the scope of the project. If analogue faxes cannot be replaced, they could be classed as an analogue device (like non-people phones).
  • PDQs fall within the remit of PCI-DSS compliance; the project cannot advise on replacement devices. Please consult the University’s Card Data Security Guidance for more information.

3.2.5  Existing CISCO VOIP phones

Chorus does not support Cisco VOIP desk phones. The project will provide the Unify 35G phone as a replacement, free of charge.

3.2.6  Existing DECT phones

These common cordless phones will work on Chorus if a replacement base station is used.  Contact the project team at icp@it.ox.ac.uk for further information. 

3.2.7  Equipment costs

Equipment Device charge (each) Who pays
Standard Unify 35G phone £51.24 Project
Unify 55G phone £110 Department

3.3  Local costs

Local costs may be incurred as part of implementing Chorus at your department, for example:

  • Network and infrastructural improvements4, if required.
  • Staff time for:
    • Project liaison and knowledge transfer (training).
    • Data collection / decision-making.
    • Software deployment.
    • New equipment installation.

To help department IT Support Staff assess the need for remedial infrastructural work, please see the Technical Information at http://help.it.ox.ac.uk/chorus.  A technical readiness assessment will be carried out prior to your department’s Chorus service implementation, and the Chorus project team will provide support and advice as required.

4Staff across the collegiate University are on a variety of phone and data networks.  Remedial work to resolve technical issues may be required before they can access Chorus, especially where they are not currently on University networks.   .  

3.4  Example service implementation charges

Department with 125 phones (100 standard, 20 non-people digital phones and 5 retained analogue lines).  This illustration also assumes the department elects to install 15 of the digital phones with the more expensive Unify 55G telephone. 

Item Unit charge Number required Cost to department
Chorus (staff) licences £44 100 0 (covered centrally)
Non-people phone licences £15.54 25 0 (covered centrally)
Unify 35G phones £51.24 105 0 (covered centrally)
Unify55G phones £110 15 £1,650
Analogue phones 0 5 0

Other devices (e.g. fax, franking etc.)

TBC TBC TBC
Local staff n/a nm/a TBC
Total implementation charges n/a n/a £1,650 + local staff costs
+ remedial / upgrade
work on other devices

 

4.1  Service

  • New charges will start from 1st August 2018. Each department will be charged annually for its use of the service.  Until 31st July 2018 the existing Telecoms service charges will apply.
  • The overall cost of the Chorus service is broadly in line with the telecoms service it replaces.
  • A charging model based on the number of telephone numbers assigned to the unit, irrespective of their use, has been approved by IT Committee in November 2016.  Each telephone number will be charged the same annual charge irrespective of use.
  • The annual charge is currently estimated to be £44 per year, this will be confirmed in December 2017 when the project will have a more accurate view of how many users will be on the system.
  • There will be additional annual charges for use of analogue phones.  Analogue lines designated as critical, and therefore subject to a four-hour repair, incur a further charge.
  • Additional one-off charges will also be incurred for non-standard requests, for example:
    • Setting up new lines (digital or analogue)
    • Fax gateways
    • New numbers (beyond the set agreed as owned by the department)
    • New telephones (note headsets will be available via the e-marketplace)
    • Additional items that incur a charge may be added in future.

4.2  Calls

  • The charging mechanism approved by IT Committee is based on a flat rate annual fee for all departmental (and college) users.  Usage will be monitored to ensure that the amount charged recovers the external call charges incurred.  Adjustments and extra charges could be incurred by those with significant usage patterns.
  • The flat rate charge is currently estimated to be £5 per year, this will be confirmed in December 2017 when the project has a more accurate view of how many users will be on the system.
  • Currently it is known that call charges are, for the majority of users, a small proportion of the overall cost of using the service (typically <10%).
  • Irrespective of the call-charging mechanism, it is known that most call charge rates have reduced.  Example call charge rates:
Destination Cost
Internal (including between University and Oxford hospitals) Free of charge
UK landline (local or national) 1p per connection
UK mobile  1.7p per minute
USA 1p per minute
Mainland Europe 1p per minute

4.3  Local staff

  • Local IT Support Staff will provide some support for Chorus, so their time needs to be factored into your costs. The level of support will be based on a number of things:
    • Number of users in the department with a phone.
    • Local support for a department’s soft phones.
    • Users’ IT independence and knowledge. 
  • Areas where local effort may be required are:
    • First port of call for user support. The Chorus support team also can be called for advice and resolution via the central Service Desk on (6) 12345 or help@it.ox.ac.uk – please inform them that you are in contact about Chorus.
    • Setting up new users. Additional local technical work will be required to install software and connect phones. 
    • In the future, some administrative tasks may be devolved.
    • Chorus adds an incremental technological overhead for networks and other equipment, which needs to be accounted for.

The Chorus project team will discuss these local needs with each department.  Support will also be available from the project team initially and from the Central Service Desk, while online materials are available at http://help.it.ox.ac.uk/chorus and a printed guide will accompany each phone.  

4.4  Example operating costs

Department with 100 standard phones, 20 non-people phones and 5 analogue phones (2 of which are designated as critical).

The unit charges used below are based on the approved charging model, but these should be taken as indicative as the final rates will be confirmed in December 2017. It is recommended that a contingency of 10% is added to any total calculated.

Item     Service charge per unit p.a. Number required  Cost to department p.a.

Per number used (People and non-people digital phones)

£44 120 £5,280
Non-people analogue phones £119 (£75+£44) 3 £357
Non-people analogue critical phones £144 (£100+£44) 2 £288
Total operating costs p.a. n/a 125 £5,925
Calls £5 125 £625*
Additional services Per service TBC TBC
Local staff costs TBC TBC TBC

 

*Subject to review of call charges to ensure that external charges are recovered by the charging model.

 

Contact

General enquiries about the project (ICP) and implementation of Chorus service: icp@it.ox.ac.uk

Chorus service information and support: http://help.it.ox.ac.uk/chorus 
IT Service Desk help@it.ox.ac.uk (include 'Chorus' in the subject line) or (01865 6) 12345

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