CITES | University of Illinois

Questions about UC @ Illinois

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Microsoft is ending its support of Windows XP in April 8, 2014. Campus policy requires that computers connecting to the network must run a supported operating system. To continue accessing University computing and networking services after this date, you will need to upgrade your operating system. For more information, see Microsoft's End of Support announcement.

If you have questions, please contact the CITES Help Desk at consult@illinois.edu.

This page answers questions about UC at Illinois.

This page addresses the common questions that campus is asking about Unified Communications at Illinois (UC). You might want to use your browser's page search feature to help locate specific questions and answers.

The UC at Illinois Timeline

Q: How is UC at Illinois being rolled out?

A: Over the years, CITES has provided many individual services to campus, many of which will now be provided through one integrated service, known as UC at Illinois. UC provides email, calendaring, telephony, voice mail, instant messaging and audio, video & web conferencing services through one offering. It should be noted that even though CITES will now be providing UC at Illinois, many of the individual CITES services of the past will still continue. Unified Communications: Voice & More with Microsoft Lync provides a road map for traveling between the individual CITES services and the new UC services.

UC at Illinois is being implemented in two separate stages. The email and calendar transition kicked everything off and is now being followed by the voice service transition. Doing the email and calendaring transition first builds a foundation that will make the voice service transition go more smoothly.

The schedule for completion of the email/calendaring stage as approved by ATAG. Here are some important dates in the switch to UC at Illinois:

  • May 16, 2011: Existing CITES Express Email accounts that were no longer active started being deactivated at this time. Individual users were contacted to confirm that their accounts are no longer active and were closed.
  • October 31, 2011: All remaining CITES Express Email accounts were deactivated. All migrations of CITES Exchange 2007 accounts to CITES Exchange 2010 accounts are expected to be completed in advance of this date.
  • January, 2012: All remaining faculty, staff, graduate students, and professional students to transition to CITES Exchange 2010.
  • February 13, 2012: The campus-wide UC Voice Rollout begins. Based on unit information submitted in November 2011, individual users will be provisioned with Microsoft Lync accounts.
  • February, 2012 - June, 2012: This time frame is being called The Bridge. During this period, users will be provisioned with Microsoft Lync accounts for UC at Illinois while keeping their legacy Centrex phones on their desks. This will give users across campus a chance to get used to using the new UC Voice service without losing their current phone.

CITES is consolidating the current CITES Exchange 2007 infrastructure into the new Exchange 2010 system for users from all units. The Moving Email and Calendars to Exchange 2010 page has information and links to instructions for these Exchange service upgrades.
 

Q: Can I access my CITES Express email account after deactivation?

A: If someone needs to access their Express Email account after the service retirement date (Oct. 31, 2011), they can do so up until Dec. 21, 2011. Users can contact the CITES Help Desk to request temporary access to their deactivated Express Email account. They can then copy email to Exchange through a "drag and drop" method using their preferred mail client. After winter break, the Express servers will be shut down permanently -- all mail on the Express servers and all archived account mail will be permanently deleted by Feb. 15, 2012.

General Planning

Q: Why UC at Illinois?

A: Campus needs to look for ways to make support for "human communications" both better and less expensive. UC at Illinois will help campus reduce duplicated services, take advantage of technology convergence (many services integrated more seamlessly), and replace some aging technologies.
 

Q: How long has UC at Illinois been under consideration?

A: Actually, in some ways the process started with the Campus Network Upgrade, which began several years ago. Without the infrastructure changes that have been made, campus would not even be able to consider this kind of change to campus communications technology. As well, a few years ago, CITES knew that it was time to switch from traditional telephone services to Voice Over IP (VoIP) service. Initial investigations into using VoIP as a direct replacement for the current phone system showed VoIP to be prohibitively expensive. However, as the needs to replace the campus email system, to provide universal calendaring, and to replace the current phone system all came together, UC at Illinois was developed as a converged solution that modernizes all of those services at a lower aggregate cost to the Urbana campus.
 

Q: Can you have the new phone services without moving to the new email and calendaring?

A: No. You must have already have an active CITES Exchange 2010 account before beginning the voice service transition.
 

Q: Can you just move to the new email and calendaring without moving to the UC at Illinois phone services?

A: No. If you want a University phone you also must move to the UC at Illinois phone services.
 

Q: Will Banner applications work with UC at Illinois?

A: Yes. AITS is in the process of migrating UA staff to Windows 7 and Office 2010. There are no known issues with Banner on any UC at Illinois software.
 

Q: Why are CITES CIMS employees coming around to campus buildings to verify voice and data jack information?

A: In order to prepare campus for the new UC at Illinois voice service, the CITES CIMS group will be visiting all buildings to confirm CITES existing information on voice and data jacks. Due to the transition to VoIP service, it is critical that there be as complete information as possible on data network cabling and electronics. There are 300 campus buildings so this work has been going on for a few months. It is expected that the survey will be completed by fall 2012.

Computers and UC at Illinois

Q: Will my present computer equipment work with UC?

A: Yes, most likely. Most existing computer equipment (i.e., equipment purchased within the last two to five years) should be capable of taking full advantage of UC at Illinois. If you are using a new computer (purchased within the last few months), you are all but guaranteed to  have the kind of memory and processor speed that you need. With UC at Illinois, you will be using your computer to make and receive calls. For most users, existing land line phones will not need to be replaced because they will no longer be needed.
 

Q: Will it make a difference if my computer runs Windows or Mac OS X?

A: Yes. Functionality between the two platforms is comparable, but there are differences. For a listing of some specific differences, please see these Microsoft Client Comparison Tables. Please also read UC Help: Lync 2011 for Mac Installation for more information.
 

Q: What do I need to know about purchasing new computer equipment?

A: Whether you are purchasing new individual equipment or you are responsible for making group or major purchases, you are encouraged to check with your departmental IT support persons for guidance on what to buy. In general, if you are purchasing new PCs (Windows or Mac), you should not have any issues with regard to UC at Illinois.
 

Q: What about Linux?

A: If you do not use Microsoft Windows or Mac OS X, you can use the fully functional UC at Illinois email/calendaring web interface on most browsers. You can also use an IMAP client, such as Thunderbird, for email. In these cases, UC at Illinois voice services will be available through the use of VoIP-enabled phones attached to the network.

For more information, see Special Use Cases and Linux Users page on the CITES Wiki.
 

Q: I assume I need new software for UC. How do I get it?

A: To use the new voice services on your computer, you or your IT Professional should install the UC Voice software component, Microsoft Lync for Windows or Microsoft Lync for Mac. You can download this software from WebStore. As of July 1, 2010, all Urbana-Champaign University-owned machines are licensed for Windows Upgrades, Office, and Enterprise CALs through the Microsoft Campus Agreement (CA). The Microsoft CA is a Microsoft subscription program that covers a set of user applications and entitles eligible parties to all new version-releases during the term of the subscription. In addition, all Urbana-Champaign graduate and professional students are licensed for Windows and Office on personally-owned machines.

To view all offers that apply to this new program, log into WebStore and enter "Campus Agreement" in the product search section of the main WebStore screen.
 

Q: Can I use Mac Communicator instead of Lync 2011?

A: No. Mac Communicator is no longer supported by our system.  You should use Lync 2011 (which you can get for free from webstore).
 

Q: Are there more specific recommendations for hardware and software for UC at Illinois?

A: If you have any specific concerns about how well your individual equipment will perform with the new services, you can:

  1. Check with your IT support person. If you do not know who your support person is, the CITES Help Desk has a list of departmental contacts. You can email (consult@illinois.edu) or call 217-244-7000 or (800) 531-2531.
  2. Check the table below. Here you will find what CITES both recommends and supports for UC at Illinois. Although all of the components listed below will work with UC at Illinois, CITES recommendations are in BOLD. These components are recommended by CITES because they can provide the fullest range of functionality of UC at Illinois. As always, CITES encourages you to keep your system up to date with the latest patches. If you need assistance in applying patches or performing the updates you may contact the CITES Help Desk at consult@illinois.edu or call 217-244-7000 or (800) 531-2531. The footnotes following the table include additional information about software versions and availability. A PDF of this table is available.

Component

Mac

Windows

 Hardware

Operating System

Mac OS 10.6 (Snow Leopard)
Mac OS 10.5.8 (Leopard) is the minimum OS

Windows 7 64-bit Enterprise Edition.
Windows 7 32-bit
Windows XP
Windows Vista (32 bit or 64 bit)

Processor

Mac OS 10.6: 1.6 Ghz Intel (or greater)
Mac OS 10.5.8: 867 MHz (or greater) Processor must be an Intel, Power PC G5 or G4

Windows 7: 1 Ghz speed (or greater)
Windows XP: 1 Ghz speed (or greater)
Windows Vista: 1Ghz speed (or greater)

Memory

Mac OS 10.6: 1 GB RAM (or more)
Mac OS 10.5.8: 1 GB RAM (or more)

Windows 7: 2 GB RAM (or more)
Windows XP: 1 GB RAM (or more)
Windows Vista: 2 GB RAM (or more)

Hard Drive

Mac OS 10.6: 10 GB Space (or more)
Mac OS 10.5.8: 9 GB Space (or more)

Windows 7: 20 GB Space (or more)
Windows XP: 5 GB Space (or more)
Windows Vista: 15 GB Space (or more)

 Software

Email &
Calendar

Outlook 20111: Email and calendar functionality.

Outlook Web App: Email and calendar functionality. For certain groups of users, Outlook Web App will be recommended as the primary access to Outlook.

Apple Mail: Email functionality only. Requires minimum Mac OS X 10.6 (Snow Leopard)

iCal: Calendar functionality only. Requires minimum Mac OS X 10.6 (Snow Leopard)

Entourage 2008 (EWS Edition): Email and calendar functionality.

Thunderbird: Email functionality only. Supported via IMAP

Outlook 20101: Email and calendar functionality.

Outlook Web App: Email and calendar functionality. For certain groups of users, Outlook Web App will be recommended as the primary access to Outlook.

Outlook 2007: Email and calendar functionality.

Thunderbird: Email functionality only. Supported via IMAP

Individual Phone User2

Lync for Mac 20111: Available through Office 20111 for Mac or as separate download

Microsoft Lync 20101: Available through Office 2010 for Windows or as separate download

Enhanced phone functionality3

Not yet available for Mac

Microsoft Lync 2010 Attendant Console1

1Office 2011 for Mac includes Outlook 2011 and Lync for Mac. Office 2010 for Windows includes Outlook 2010, Microsoft Lync 2010, and Microsoft Lync 2010 Attendant Console. Office 2011 for Mac and Office 2010 for Windows are both covered under the new campus-wide Microsoft Campus Agreement and available as no-cost downloads from University of Illinois WebStore http://webstore.illinois.edu.
2 Voicemail with Unified Messaging, Enterprise Voice (VoIP), Instant Messaging, Presence, IM Conferencing, Audio Conferencing, Video Conferencing, Call Redirect, Call Transfer, Call Forward.
3Automatic Call Routing, Multiple Line Management, Call Delegation.


NOTE: This table assumes you have already made the switch over to Exchange 2010. Outlook 2003 is not supported and cannot be used with UC at Illinois.

 

Email and UC

Q: What UC email service will graduate and professional students have?

A: New faculty and staff, which include graduate and professional students with appointments, already are being offered Exchange 2010 accounts when they use Nessie New Hire.

Learn more about graduate email accounts.

 

Q: May I forward my email from my University Exchange account to a third-party email service?

A: Yes. However, because there are security and personal privacy risks involved with forwarding your University email to a non-University account, it is highly advisable that you use your University Exchange account and a fully-supported email client instead of any third-party email service for your campus business and email.

For more information about your Exchange account with regard to third-party email services and to learn how to set up email forwarding, please see: Forwarding Exchange 2010 Email to Another Account.

 

Q: What UC functions will I lose if I use a third-party email service instead of a fully-supported email client?

A: UC at Illinois, including Lync, is intended to integrate with Microsoft Exchange, Microsoft Outlook, and the Outlook Web App. Therefore, in addition to the security and privacy risks involved, if you forward your email to a non-University account, you may lose many or all of the UC functions available through Lync (for instance, the ability to listen to all of your voicemail by calling in rather than having to find each individual mp3 voicemail file in your inbox).

 

Q: May I use an email client other than Microsoft Outlook with UC?

A: Yes. You are not required to use Outlook. There are other email applications that are compatible with UC and Exchange, including Apple Mail, Thunderbird, and Entourage. However, although these applications are fully-supported by UC, you may still lose some functionality. No other email client integrates better with UC at Illinois than Microsoft Outlook.

See Exchange 2010 for more information.

Phones and UC

Q: Where can I go for the most updated information on UC Voice and its software component, Microsoft Lync?

A: The CITES Wiki Lync Pilot page is a great source for the latest information about UC Voice when it comes to its software and how to use it.
 

Q: Does everyone who installs Lync on their computer have access to all of its features?

A: No. There are two main levels of UC Voice, or Lync, service.

Lync-to-Lync allows any two or more networked computers to connect if they are running the Lync software client, but it only allows users to make network-internal Lync-to-Lync phone calls. Lync clients installed for Lync-to-Lync will not have telephone dialing pads enabled and they will not be able to make off-campus phone calls. This version of the service will not include a campus phone number or voicemail. Instant messaging, however, will be enabled.

Enterprise Voice allows any two or more networked computers to connect if they are running Lync,  but it also allows users to make outside telephone calls. Enterprise Voice users will be able to participate in Unified Messaging and they will be able to send & receive UC Voicemail. Instant messaging, also, is enabled on this service. But please be aware that some restrictions apply when using Enterprise Voice on Lync. See UC Help: Dialing Terms of Service and NCOS Codes for more information.


NOTE: Urbana Graduate and Professional students without a staff appointment are not eligible for Enterprise Voice.

 

Q: How exactly will I use my computer for my voice services?

A: UC at Illinois voice-related services are similar to Skype or other similar voice and instant messaging applications. To use the new voice services on your computer, you or your IT Professional should install the UC Voice software component, Microsoft Lync for Windows or Microsoft Lync for Mac. You can download this software from WebStore. This software interface looks like an instant messaging application; however, UC at Illinois has much greater functionality:

  • You will be able to find any campus faculty, staff, or graduate student in the on-line directory that will be available via the software. When you have identified and selected the person(s) you need to communicate with, you will then have many options:
    • You can communicate with instant messages, "talking" to someone by typing into a message window
    • You can initiate a voice session at the press of a button (in essence, "calling" that person as you would on a traditional phone)
    • You can forward calls and answer them on your cell phone (with some restrictions)
    • You can bring multiple people into one call
    • You can share presentations and other files right from UC at Illinois
  • Incoming calls will come in via your computer; and, depending on how you set up your software, you can be alerted to your calls via a "ring"
  • If you are unavailable or don't want to take a certain call, you can allow the caller to leave a voicemail and receive your voice mail messages as email
  • Simple headsets can be used with your computer to listen to and speak to callers
  • You can also use an IP phone, a device that looks and functions like a traditional phone, to make and receive phone calls (NOTE: IP phones work best with Windows computers. See Devices & Equipment for UC at Illinois for more information)
  • Lync can even forward your calls to your cell phone (with some restrictions)
  • In cases where a desk phone is needed and a Windows or Mac OS X computer is not available, phone devices that connect to the campus network directly are also available.

For more information or to view Lync tutorials, see the CITES UC Lync page.

 

Q: Do I need a new phone device?

A: No. UC at Illinois' voice services do not utilize the legacy Centrex phone system nor do they require any additional equipment (beyond your Windows or Mac OS X computer). These new services will rely on the campus network, using Voice over IP (VoIP) technologies. So whether or not you will need an additional phone device will primarily depend on your personal preferences. If you wish to use an additional device (or if your department or unit requires you use one), you may; but you should carefully consider what device will work best for you. Before choosing any UC Voice equipment or device, please look over Things To Consider When Purchasing a Device For UC at Illinois.

The UC Voice software clients (Microsoft Lync for Windows and Lync for Mac) are available for download via WebStore, while devices and equipment for UC are available for purchase through iBuy. CITES will not be encouraging, supporting or providing any UC devices for campus; the procurement of any devices for UC will be the responsibility of your department or unit.


 NOTE:  In order to make full use of UC at Illinois' various Unified Communications services, you must use a UC-certified phone device (for instance, video calls are only possible on Lync between UC-certified devices). For more information about UC-certified phone devices, see Phones and Devices Qualified for Microsoft Lync . For CITES' recommendations, see Devices & Equipment for UC at Illinois.

 WARNING:  If you choose a device that is NOT on the Equipment for UC at Illinois list, it may violate campus policy. All campus-owned computing equipment bought after January 1, 2012 that will be used to make phone calls must be able to support 9-1-1 services as provided by the campus VoIP solution. For more information, see 9-1-1 Service As Used For Emergency Response.

 

Q: Where can I go for more information on devices available for use with UC at Illinois?

A: CITES has tested a variety of different devices that are compatible with UC at Illinois. Feel free to consult these test results on the CITES Wiki Device Testing Results page. Once you have chosen which device or piece of equipment will most appropriately fit your UC Voice needs, check out the Device Pricing Matrix. This includes make, model, picture, technical specifications, and iBuy information.


 NOTE:  In order to make full use of UC at Illinois' various Unified Communications services, you must use a UC-certified phone device (for instance, video calls are only possible on Lync between UC-certified devices). For more information about UC-certified phone devices, see Phones and Devices Qualified for Microsoft Lync . For CITES' recommendations, see Devices & Equipment for UC at Illinois.

 WARNING:  If you choose a device that is NOT on the Equipment for UC at Illinois list, it may violate campus policy. All campus-owned computing equipment bought after January 1, 2012 that will be used to make phone calls must be able to support 9-1-1 services as provided by the campus VoIP solution. For more information, see 9-1-1 Service As Used For Emergency Response.

 

Q: I like using my land line phone. Isn’t there any way that I can continue to use it?

A: Yes and no. Your current phone will not work with UC at Illinois. However, there are USB devices that look very much like traditional phones that will work. We recognize that there are some circumstances in which a computer as a phone will not work (conference rooms, for instance). However, for these spaces, there are also phone devices available that will plug directly into the campus network without the need for a personal computer.

For a list of UC-Compatible brands and iBuy information, see Devices & Equipment.


 NOTE:  In order to make full use of UC at Illinois' various Unified Communications services, you must use a UC-certified phone device (for instance, video calls are only possible on Lync between UC-certified devices). For more information about UC-certified phone devices, see Phones and Devices Qualified for Microsoft Lync . For CITES' recommendations, see Devices & Equipment for UC at Illinois.

 WARNING:  If you choose a device that is NOT on the Equipment for UC at Illinois list, it may violate campus policy. All campus-owned computing equipment bought after January 1, 2012 that will be used to make phone calls must be able to support 9-1-1 services as provided by the campus VoIP solution. For more information, see 9-1-1 Service As Used For Emergency Response.

 

Q: Can I keep the same phone number?

A: Yes, your campus phone number will not change—just how you place and receive calls. However, during the UC Voice Bridge Period, CITES suggests that campus users forward their current phone to their new Lync account so that they can get more comfortable using the new UC Voice software before they lose their legacy Centrex phones.

See How to Forward Your Legacy Centrex Phone to Lync for more information.

 

Q: Can I get a UC Voice phone number even if I've never had a campus phone before?

A: Yes. You do not need to have had a phone number under the previous (Centrex) system in order to be assigned a phone number for Lync.

For assistance getting starting with new UC Voice service, speak to your Telecom Unit Coordinator (TUC). If you are not sure who your TUC is, please contact the CITES Help Desk.

 

Q: Will all phone lines be going away?

A: No. Some traditional phone service lines will remain in place. Examples include emergency phones, elevator phones, and phone lines that directly support life and safety services.

For more information, see Pilot Users and Terms of Service.

 

Q: How does UC work if you are responsible for multiple phone lines?

A: Lync offers much the same functionality as current campus telephone lines with regard to placing and receiving telephone calls but, for those responsible for answering other people’s phones, there are differences between the two. Notably the configuration and programming of services and the terminology that is used. In most cases, Lync telephone lines need to be defined with one of the new advanced Lync options described on the UC Voice Resource Accounts page. This page includes the current telephone use cases and configurations as well as future telephone options. Campus users are welcome to look at this page to gain a better understanding of how Lync will work in these non-individual situations, but unit and department UC support staffs will choose how these lines will be handled in Lync.

 

Q: May I use the mobile app versions of Lync on my Android or iPhone?

A: Yes. However, just because a Lync mobile app is available for your device does not mean it will integrate properly with UC at Illinois. Furthermore, because there is such a broad variety of smartphones and mobile device-types in use on campus, the CITES Support Team (and likely other departments' support teams) will not be able to provide support for your individual device should you have problems using a Lync mobile web app.

Please see Mobile Devices with Lync 2010 for more information.

 

Q: Will PCI (Payment Card Industry) phone lines be moving over to UC?

A: No and yes. If a unit or department is using a Centrex line as an analog line for a dial-up credit card machine, that line should not be migrated to UC. However, if it is just a Centrex line that is used to gather credit card information verbally (but they don't record the conversation and they use a third-party company that has a PCI compliant network for credit authorizations) then the line can be migrated to UC.

 

Q: Will 911 work with UC?

A: Yes. You will still be able to reach emergency services by dialing 911 with UC whether you are using your computer or another UC-compatible phone device to make the call. But please do not make 911 calls on your Lync phone during the UC Voice Bridge Period. A 911 solution for Lync will be tested and approved by the Division of Public Safety before any campus Centrex lines are disconnected. Until then, you will need to use your Centrex phone for all emergency calls.


NOTE: When you set up Lync on your computer, you will be required to acknowledge that you have read and understand the limitations of the UC 911 service via the 911 Acknowledgment Form. You can find more informational about 911 and E911 with Lync and the 911 Acknowledgment Form on UC at Illinois, E911.

 

Q: What will be the cost?

A: Campus has developed a new rate and funding model for IT services which includes the new UC Voice services.  CITES will provide a basic IT and Communication Services Bundle, which is a group of services provided to campus constituents starting in FY13, that contains Unified Communication services as well as Illinois Identity, Illinois Basic Data, Managed Partners’ Services, Life Safety Support, and Client Software.  The costs are funded through both a central campus funding contribution and a per capita (per FTE) charge.  The FY13 Monthly FTE rates for the basic IT and Communication Services Bundle are: $28.18 for Academic Units and $65.27 for Auxiliary and UA Units.  The rates will be reviewed on an annual basis and communicated to all campus constituents prior to the next budget cycle.  More information about the new funding model can be found on the UC Blog.   Questions about the new model should be directed to cites-rates@illinois.edu.  

More Help with UC at Illinois

For more information about UC at Illinois, help, instructions, & troubleshooting, please see:

Contact Us

If you don't see your questions or answers here, please email consult@illinois.edu. A special queue has been set up in our ticketing system to facilitate our handling of your UC at Illinois feedback. Should you need more immediate assistance, you are also welcome to call the CITES Help Desk at (217) 244-7000 or (800) 531-2531.

Last updated Monday, February 10, 2014, 10:13 am