Automation and Service Reliability

SIPdb is a tool used as a central point for phone number and phone related data management, automated provisioning, and call reporting.  It acts as an integration point between order processing and Voice Over IP systems, and it also acts as a reporting source for a variety of telephony related information. This tool is developed in Mulesoft and Oracle APEX for the purpose of provisioning phone numbers on campus, and it integrates with the Voicemail Password Reset tool.

For more help with SIPdb, please submit a ServiceNow SIPdb request.

The Data Collector provides metrics and trending information for voice services. In addition to providing historical counts of inbound and outbound calls and pages per platform, we also correlate data from disparate systems on campus to help assess the business and understand adoption, growth, and compliance with security and other regulations. The Data Collector is a big data dataset consisting of 1.7 billion call detail/messaging records growing by approximately 20 million records per month.

For more help with The Data Collector, please submit a ServiceNow general request.

We leverage UiPath to automate processes that can't be automated by way of APIs. UiPath enables us to streamline processes, uncover inefficiencies and provide insights, and allows us to leverage robots to do the repetitive work humans are forced to do because APIs do not exist to do that work.  Our RPA developers work with clients to understand all the repetitive steps performed by humans.  A robot framework is developed to repeat those same steps.  These can be customized to take inputs from spreadsheets or other data sources. Tedious swivel chair work can be done in some cases 500% faster and with much less errors.

For more help with UiPath, please submit a ServiceNow general request.

Our team has created numerous scripts to query recent data, generate feeds from this data, and email/upload those feeds to various teams within SHC and SCH. For example, Stanford Health Care performs a Post-Call Survey after normal call treatment that is typically used to determine whether customers are satisfied with their call center experiences. This service allows us to configure a call flow that, after the agent disconnects from the caller, optionally sends the call to a Dialed Number configured for a Post-Call Survey. We currently provide auxiliary support by sending call data to SHC.

For more help with Data Feeds, please submit a ServiceNow general request.

Our team serves as a resource to the many groups in IT Infrastructure responsible for delivering or supporting voice and collaboration services. In this space, there are a variety of tools such as Dynamic Report Management, Paging Reports, SHC Network Location Search to name a few. Additionally we developed the "one click to join" functionality used on the video endpoints at Stanford (ie, Zoom, Webex, & Outlook 365).

For more help with Voice Tools & Automation, please submit a ServiceNow general request.

The Metrics & Monitoring Dashboard is available on the IT Metrics dashboard. The Status and Metrics "traffic lights" on the University IT home page indicate the availability of key systems. In this program, gadgets are real-time graphical representations of metrics. They can be grouped into a dashboard,which is simply a container, and displayed on your browser screen. Integration and Client Solutions provides development and maintenance support for many of the monitoring gadgets made available on the campus dashboard.

For more help with the Metrics & Monitoring Dashboard, please submit a ServiceNow general request.