Videoconferencing

Videoconferencing allows two or more people at different locations to see and hear each other at the same time, allowing for more effective communication. Videoconferencing systems compress video and audio signals so they can be transmitted over existing telecommunications networks.

SCOPE OF SERVICE
EdComm provides interactive videoconferencing in support of distance learning, telemedicine and conferences for the OHSU community, enabling point-to-point or multipoint videoconferencing amongst campuses and sites across Oregon, the U.S. and the world at large.

The following services are provided by EdComm for videoconferencing services (VCS) at OHSU:

1. Facilitation of customer requests for videoconferencing services

• Includes requests received via the online request form for services such as establishing multi-point connections and/or providing VCS coordination of the videoconference
  • Perform the VCS Coordinator role at the OHSU host site
    • Ensure technical staff for the event are identified
    • Ensure the appropriate equipment is on location
    • Advise on videoconference best practices
    • Establish connection between the host and remote site(s)
    • Troubleshoot technical issues
  • Create and manage VCS relationships at the remote site(s)
    • Ensure technical staff for VCS coordination are identified
    • Ensure the scope and schedule of the event is communicated
    • Confirm the specifics at least 24 hours before the event

The customer should contact EdComm for videoconferencing services in the following case:

• Multi-point connections must be made
• A VCS Coordinator is not available within the department for facilitating the videoconference

The customer may decide to facilitate their own videoconferencing events; in this case, following are some guidelines for ensuring a successful event:

• EdComm has provided orientation and formal training on videoconferencing at OHSU to a department’s identified VCS Coordinator
• The videoconference is a single point-to-point connection
• VCS Coordinator can perform videoconferencing services, such as:
• Outline the scope of the videoconference, based on customer requirements
• Schedule and confirm room bookings
• Ensure technical contacts and equipment are procured at both the host and remote site(s)
• Manage the videoconference from initial connection test through completion
• Perform technical troubleshooting and support during the event

2. Helpdesk support of videoconferencing services

• Technical support for videoconferencing is prioritized per the following guidelines:
  • EdComm-facilitated events (staff are scheduled and on-site)
    • Customers are especially encouraged to contact EdComm for facilitation if the OHSU-sponsored event includes videoconferencing with the public or other non-OHSU agencies and OHSU is serving as the host site
  • Non-EdComm-facilitated events for educational purposes (tuition-based)
  • Customers who have negotiated an EdComm support plan
  • EdComm-managed VCS systems, either in “fixed” or “mobile” locations
  • All other non-EdComm-facilitated events and/or VCS systems

3. Maintenance and support of videoconference systems located throughout the university

• Limited to EdComm-owned and managed videoconferencing systems and devices
• Includes videoconferencing systems that may be supported under a customer-negotiated service agreement

4. Maintenance and support of EdComm videoconference infrastructure

5. Consulting on upgrading and/or designing videoconference rooms and systems

6. Formal training on use of videoconferencing systems to identified VCS Coordinators

REQUEST PROCESS

• Utilize the online request form for all requests for EdComm-facilitated videoconferences. This is critically important to ensure timely response, confirmation and scheduling of your videoconferencing request.
• Five (5) working days days are required for processing requests that use “trusted” sites.
• A “trusted” site is one that OHSU has successfully connected with during the past six months
• Ten (10) working days are required to perform qualitative and quantitative testing of untrusted sites
• An additional fee is charged for testing "untrusted" sites
• A standard testing methodology is applied to determine the quality needs of the connection for the intended videoconference use/audience
• If successful, site is added to the trusted site list
• If unsuccessful, customer is notified and additional options discussed
• Upon request process completion, an email will be sent confirming the request

EDCOMM RESPONSIBILITIES
The following is what EdComm will provide in delivering videoconferencing services to OHSU:

• Initial consulting with customers on VCS needs
• Draft confirmation, including date, time, location, connection information, VCS Coordinators and any special instructions or requirements
• Check and updated of trusted site list
• Final confirmation, including the assignment and scheduling of an EdComm VCS Coordinator
• Coordinate the VCS event per the scope of work included in the final confirmation

CUSTOMER RESPONSIBILITIES
The following is what the VCS requestor is expected to provide for videoconferencing services:

• Adhere to the EdComm departmental and videoconferencing service level agreements
• Partner with EdComm, the requesting department (host site) and the receiving sites to schedule all necessary rooms, equipment and technical support for each location
• Rooms should be booked one-half hour (30 minutes) in advance of the videoconference start time to ensure adequate set-up and checking of audio and video
• Use of OHSU videoconferencing is for OHSU employees only.
• Special permission may be granted for non-OHSU personnel; contact EdComm for more information.