Hardware
Buying videoconferencing hardware is generally a more straight-forward process for hardware-based systems as there are more clearly-defined supply chains and regional vendors than might be found with software systems. Additionally, in comparison with software systems, hardware products do not often raise the same issues regarding user licensing and account management. It is recommended that you work with your regional representative for hardware-based .
Software
The exact purchasing process will depend largely upon which class of product your organization purchases (standards-based, consumer-grade, or both), and which particular product within that class is selected. Prices can range from free for consumer-grade applications with no support, up through tens of thousands of dollars for standards-based systems. Based upon the decisions made in the planning process, various purchases will need to be made, quite possibly from different vendors.
Your organization’s selection of a vendor will be very important when purchasing a standards-based desktop videoconferencing application. Some vendors can provide a full range of services, including hosting, hardware, installation, support, and upgrades; while others may focus on only one particular aspect.
When purchasing the core infrastructure, it is often necessary to plan for an annual service charge of 20% of the cost of the devices. You should clarify with your vendor what level of service is included with these charges, how equipment failure will be handled, and what options exist for upgrading hardware and firmware in the future.
Consumer-grade systems can typically be purchased directly from the manufacturer. In cases where the “Business” or “Professional” version of the software will be used, your organization will need to purchase licenses for your users. If the free edition will be utilized your organization will not need to buy the software, though you may need to consider purchasing media to store and install the approved versions of the software.
Additional funding may be needed for increased network capacity, Quality of Service mechanisms, and personnel to operate the videoconferencing system. Also, consider the hardware needs of the individual users; while desktop VTC is largely a software-based solution, it still requires a couple of devices for each user. USB webcams are recommended even for many of the laptops with built-in , as they often have inferior optics and microphones. Headphones may be needed for some environments to reduce the disruption of videoconferences in an office environment or to counteract problems with audio feedback.
Be sure to consider additional staffing costs when establishing these , such as networking personnel, Telehealth coordinators or scheduling staff, support services before, during, and after videoconferences, and other IT staff that may be needed to setup or troubleshoot the deployment and use of desktop videoconferencing applications.
Deploying Hardware-Based Endpoints
Running a deployment of videoconferencing equipment can quickly become a challenging process as the size and scope of the project increases. Having a clear plan for ordering, receiving, configuring, building, and deploying systems will make things much smoother.
When ordering equipment, think beyond the basic elements that will be needed, such as the screens, CODECs, and cameras. Will you be ordering carts or wall-mount systems? If so, do they need to be ordered and built before the videoconferencing equipment arrives? Are there additional cable-management pieces that are needed, such spiral wrap, cable ties, split loom, Velcro, or clamps? What additional cables or connectors will be needed to integrate external inputs, such as S-Video, DVI, HDMI, Serial, Cat 5, power extensions, or surge protectors?
All of the equipment that is ordered will have to be stored somewhere as it is built and configured. Depending on the types of videoconferencing endpoints to be received, this may require a sizable amount of floor and storage space. Five large monitors, CODECs, cameras, and supporting equipment can quickly fill a room. Have a plan in place to ensure that the equipment is tracked, stored, and accessible as needed.
There are a couple of different methods for configuring the equipment prior to deploying it. The availability of space plays a large role in determining which option can be pursued. The first option is to build all of the equipment from start-to-finish on a one-by-one basis, with each CODEC configured and installed at a time. This method may be the best option for those performing a gradual roll-out of equipment or with a limited amount of space. Another option is to build everything assembly line style, with each CODEC configured together, each mounting system built, and everything pulled together at the same time. This may require significantly more space.
The deployment schedule should be understood by all parties receiving the equipment, so they can be prepared for a possible disruption to their work space if the installation happens during normal working hours, or if there is a sudden appearance of new equipment should the installation happen after-hours. The equipment, after being physically installed, should be connected to other videoconferencing infrastructure and then go through some basic tests to ensure that everything is working properly. Any peripheral devices or inputs should also be tested, and presets for camera positions should be programmed if desired. It may also be useful to include basic instructions regarding how to use the equipment, as well as to give contact information if assistance and support is needed.
Deploying Software-Based Endpoints
While each manufacturer has a slightly different process for deploying a desktop videoconferencing solution throughout your organization, there are some steps that are generally required in the entire process. At a high level, these include installing hardware components, configuring the devices for your network, and installing client . To have a successful deployment, your department needs to plan on how to deploy the necessary network infrastructure and configure the network design. Then there needs to be a strategy set in-place for deploying equipment, software and training to the end users.
Servers and Other Hardware
Standards-Based systems require the installation of additional hardware components, such as their own server for managing the clients. The servers need to integrate in some way to existing VTC infrastructure (such as videoconferencing bridges) or to other optional elements (such as proxy routers for handling firewall and NAT traversal). Installing these in accordance with the recommendations of the manufacturer is critical.
The videoconferencing server and other components will require additional configuration steps to connect them to other network infrastructure, such as Active Directory servers that contain user authentication and contact information. Firewalls may need to have additional ports opened to videoconferencing traffic, and settings may need to be configured to guarantee Quality of Service for video applications.
Webcams and Audio Devices
Webcams and any headsets should also be provided to users as a part of the deployment. You may need to ensure that the drivers are properly installed, and that the devices are correctly working with your users’ systems.
Software
Client installation also varies by manufacturer. Some manufacturers provide a way to download the clients from the desktop videoconferencing server, while others require your organization to use existing application deployment policies and tools to be used. Whether this involves walking computer-to-computer with a CD or using a network-based installation tool is dependent upon your organization. Your installation process will require administrative rights to the users’ PCs.
Your organization will also need to make a decision as to how the client application will be deployed to non-network computers and users, such as those located in home offices or patient homes. A download link or physical media may be the most appropriate option for your organization. Applications installed beyond your network may also need to include a guide for how to configure the software to communicate with your system.
Once the system has been deployed, testing of the software is critical. There is no worse time to find out that there is an error in a configuration file than when trying to perform a conference with a patient or for a critical meeting.
Supporting Hardware-Based Endpoints
The support requirements for a videoconferencing installation will vary depending on the intended use of the systems and the needs of the organization. Smaller installations may be able manage their videoconferencing network with existing networking staff or Health Information Technology staff. We recommend hiring a full-time videoconferencing specialist who can manage the system, aid in system operations, growth, call scheduling and management, and troubleshooting. Additionally, if a videoconferencing system is being used for 24/7 emergency services, an organization may want to consider implementing an on-call policy for their videoconferencing and/or networking staff.
Some organizations may not feel that it is necessary to hire a dedicated employee to support their videoconferencing system. There are some situations that may allow for using existing staff. However, it is important to think through how the system will grow. A dedicated employee can help to expand services, focus on fostering connections with other organizations, and provide timely responses to system failures and emergencies.
Supporting Software-Based Endpoints
Users will often look to your IT department for Tier 1 support unless otherwise informed. This means that both local and remote users will first think of your organization when attempting to troubleshoot connectivity issues, software problems, and general computer problems. If you are establishing an enterprise-wide solution, whether Standards-Based or Consumer-Grade, you need to be prepared for Tier 1 support for your users.
A troubleshooting guide should be created and provided to your external users that walks through the most basic of network and computer problems, addressing topics such as how to restart a wireless router, install a USB webcam, reset their password, and place a call. If your organization has the personnel available, providing phone support may be necessary when working with your patient population.
Many organizations will also be called on to provide more advanced levels of support, often referred to as Tier 2 support. The support provided to your organization will vary greatly depending on the service level agreement made with the vendor in the case of standards-based systems, and by the software version used in consumer-grade applications. Typically, if using a free version of a consumer-grade system, expect all support issues to be handled via community forum or email.
The issue of support grows more challenging when adding external users into your user base. As you will not often have control over their network configuration and quality of their computer and internet service, problems that they experience will directly impact you without necessarily providing an easy resolution.
As your user base increases, your organization may need to plan for handling scheduling conflicts, either through the creation of dedicated physical and virtual meeting rooms or through the use of a formal scheduling application.
A backup procedure should be put in place if the desktop videoconferencing system is to be used to deliver patient care. As network or computer issues may render a videoconference useless, have a plan to connect with the patient via the phone to either attempt to resolve the problem or propose a follow-up plan.
Upgrading the software and hardware will eventually become a necessity. While you will often be able to configure the applications to perform automatic updates, you may occasionally need to install a new version. In those instances, use a method similar to your initial deployment strategy to get the software out to your users.