Assessment Details and Submission Guidelines
Unit Code MN503 – T2 2017
Unit Title Overview of Internetworking
Assessment Type Individual, written, demonstration
Assessment Title Network requirement analysis and plan (Supplementary Assignment 1)
Purpose of the assessment (with
ULO Mapping) Main objectives of this assignment is to enable student to analyse a business case study, develop requirements, select networking devices for the given business case and plan a network design. After successful completion of this assignment, students should be able to:
a. Analyse and discuss the significance of internetworking for contemporary organisations.
b. Explain the role of internetworking to support business and technical goals through planning and design.
c. Develop architectural internetworking design for the business, information, technology, and application domains.
Weight 15% of the total assessments
Total Marks 40
Word limit 700 (approximately 3 pages)
Due Date Thursday, 16 November 2017 Moodle
Submission Guidelines • All work must be submitted on Moodle by the due date along with a completed Assignment Cover Page.
• The assignment must be in MS Word format, 1.5 spacing, 11-pt Calibri (Body) font and 2 cm margins on all four sides of your page with appropriate section headings.
• Reference sources must be cited in the text of the report, and listed appropriately at the end in a reference list using IEEE referencing style.
Extension • If an extension of time to submit work is required, a Special Consideration Application must be submitted directly to the School’s Administration Officer, on academic reception level. You must submit this application within three working days of the assessment due date. Further information is available at:
Academic Misconduct • Academic Misconduct is a serious offence. Depending on the seriousness of the case, penalties can vary from a written warning or zero marks to exclusion from the course or rescinding the degree. Students should make themselves familiar with the full policy and procedure available at: http://www.mit.edu.au/aboutmit/institute-publications/policies-procedures-and-guidelines/PlagiarismAcademic-Misconduct-Policy-Procedure. For further information, please refer to the Academic Integrity Section in your Unit Description.
Prepared by: Dr Jahan Hassan November, 2017
Assignment 1 Specification
Business case study: Choose one of the two business case studies provided in the appendix on page 4. You have to inform your instructor on the choice before start working on the assignment.
For a chosen business case, write a report on the following points:
a. Analyse and discuss the significance of internetworking for the chosen business case.
b. Develop hardware requirements for a network with device specifications including series, model and features.
c. Draw architectural internetworking design for the business in Netsim.
Write a report with the following contents
• Project Scope
• Project hardware requirements
– Name of the network device with manufacturer’s name, series, model, features and ports
– Type of the cables
– Name of the server, PC with specification such as operating system, RAM, hard disk etc.
• Network Design in Netsim (You must not use packet tracer, or any other software!) • Outcomes / benefits of the proposed design • Limitations and conclusions.
Prepared by: Dr Jahan Hassan November, 2017
Section to be included in the report Description of the section Marks
Project scope Outline of the report ( in 3-4 sentences) 2
Challenges Write at least 3 appropriate challenges you might face during network setup. 3
Project hardware requirements – Name of the network device with manufacturer’s name, series, model, features and ports
– Type of the cables
– Name of the server, PC with specification such as operating system, RAM, hard disk etc. 10
Network Design in Netsim Use NETSIM ONLY!
Screen capture of Netsim design.
Write justification for the selected network design. 10
Outcomes Write at least 2 outcomes of the network 2
Limitations Write limitations of the hardware devices used in your design. 2
Conclusions Write a clear conclusion of the case study. 2
Reference style Follow IEEE reference style 5
Prepared by: Dr Jahan Hassan November, 2017
Appendix- a list of case studies (please choose one)
Business case study 1
Cisco Crownnetstart case study, URL:
Business case study 2
Cisco Sleepcity case study, URL: http://www.cisco.com/c/dam/global/en_au/assets/docs/cisco_sleepcity.pdf
Australian Entertainment Complex Provides World-Class Guest
Crown Melbourne Limited uses unified communications to differentiate guest rooms and contact centers.
CROWN MELBOURNE LIMITED
? Melbourne, Australia
? 5700 employees
? Differentiate guest experience
? Streamline hotel processes for greater efficiency
? Replaced private branch exchange systems with Unified Communications
? Created centralized customer contact center using Unified Contact Center Express
? Engaged NetStar Australia, a Cisco Certified Gold Partner, to integrate Unified
Communications with third-party hospitality applications
? Created unique in-room experience
? Enabled guests to easily request services in preferred language
? Consolidated three contact center locations to one
The Crown Entertainment Complex is the premier facility of its type in Melbourne and is recognized as one of the largest and most diverse in the southern hemisphere. Covering the equivalent of two city blocks, Crown’s integrated facilities feature Crown Casino, with 350 tables and
2500 gaming machines; Crown Towers, Crown Promenade, and Crown Metropol (open mid-2010) hotels; the Palladium ballroom; more than 50 restaurants and bars; an extensive collection of international designer boutiques, 14 cinemas, two nightclubs, a live entertainment theatre, and Crown’s Capital Golf Club. The complex attracts more than 16 million visitors every year. Crown Towers was voted Top Hotel,
Australia / Pacific at the prestigious 2007 U.S. Condé Nast Traveler
Readers’ Choice Awards. Crown Promenade Hotel has won the Australian Tourism Award for best deluxe accommodation.
When planning the AU$65 million upgrade to Crown Towers in 2009, hotel management sought creative ways to differentiate its rooms. Crown wanted to extend its vision beyond remodeled bathrooms and high-end finishes to the actual guest experience. “In-room technology has become a major differentiator in top hotels,” says Ric Lamb, Executive General Manager for Management Information Systems, Crown Melbourne. “Crown decided to equip the rooms with the very latest communications technology to create an even more impressive experience and ‘wow’ factor.”
When originally built, each hotel had its own private branch exchange (PBX) system. Crown wanted to replace the PBX systems with a centralized unified communications system that shared the same Cisco® IP network the hotel uses for business applications. Combining voice and data on the same network would enable hotel guests to use inroom IP phones to view information such as weather, restaurant options, flight information, and more. Crown also wanted to offer a high-quality contact center experience to people who called its reservations center or requested services such as housekeeping or room service.
After evaluating unified communications solutions from three leading vendors, including the existing PBX provider, Crown chose Cisco Unified Communications. “Many of our guests are businesspeople, and they are already comfortable with Cisco Unified IP phones because they use them at work,” says Mr. Lamb. “The hospitality applications that Crown wanted to provide to guests are available on Cisco Unified IP phones. Crown’s experienced IT staff have the skills to manage Cisco equipment. And we like the idea of having a single point of contact for our network and communications system.”
NetStar Australia, a Cisco Gold Certified Partner, deployed Cisco Unified Communications and integrated it with hospitality applications from FCS Computer Systems, a member of the Cisco Developer Technology Program. So far, NetStar has installed more than 2100 Cisco Unified IP phones in Crown Tower guestrooms and Crown administration offices, and will have installed 7500 when the project is complete. During the transition, Cisco Unified Communications is interoperating with Crown’s original PBX systems.
Each suite has at least two phones, a Cisco Unified IP Phone 7975 with a color touch screen on the desk, and a Cisco Unified IP Phone 7906 in the bedroom. The largest suites have up to 21 IP phones. “Guests can just touch the screen to request room service, call housekeeping, view local weather or weather in their hometown, check flight schedules, view restaurant and retail store information, and more,” says Mr. Lamb. Guests can personalize the phone by saving speed-dial numbers and tagging webpages for quick access. The Crown marketing department worked with NetStar Australia to create attractive menus with a look and feel that reinforces the Crown brand. Phone menus appear in the guest’s preferred language, including Chinese.
NetStar Australia also deployed Cisco Unified Contact Center Express for Crown’s guest services and reservations contact centers. When agents receive a call, they can see the guest’s name and the requested service, such as housekeeping, on their PCs. The same screen displays a staff directory so that agents can just click to transfer the call if needed.
Enhanced Contact Center Experience
In most hotels, calls for extra towels or room service, for example, are routed to different hotel departments. Each department needs enough communications lines and employees to answer all calls during peak calling times. Crown eliminates the guesswork by routing all calls to a centralized contact center with 40 trained agents. Cisco Unified Contact Center Express, which is integrated with the property management software, automatically routes calls to an agent who speaks the language the guest indicated during check in. Contact center managers can generate reports on demand with up-to-the-minute information on performance metrics, including the time needed to meet each customer request.
Streamlined Reservations Process
In the past, Crown’s Reservations Department had to continually check telephones, emails, and the fax machine to process new reservation requests. Now, with Cisco Unity® Unified Messaging, all types of messages appear in one place, the email inbox, saving time for agents and helping them provide better customer service.
Differentiated Guest Experience
Guests have responded positively to the Cisco Unified IP phones, and are especially enthusiastic about the touch screen menus that provide convenient information about hotel restaurants, retail stores, and other attractions and amenities.
“Crown continues to strive to be the best entertainment complex in Australia, and giving our valued hotel guests the benefit of the latest communications technology right in their rooms helps us achieve that goal,” says Ann Peacock, General Manager of Public Relations, Crown Melbourne.
Efficient Business Processes
Cisco Unified Communications is also streamlining the hotel’s business processes. For example, when housekeepers finish preparing a room for a new guest, they press buttons on the room phone to indicate that the room is ready. NetStar Australia set up the system so that this information is automatically transferred to the property management system. Immediate updates enable the hotel to make rooms available sooner to guests who arrive early.
Back-office employees like the time-saving features of Cisco Unified Communications, such as the ability to view a list of missed calls, click to call back, and view, playback, and forward voicemail messages from the email inbox.
Simplified IT Infrastructure
Before the upgrade, providing the standard two phones, two televisions, and Internet access in a guest room would have required five cables. “Now voice, television, and Internet access are all provided over the same Cisco IP network, reducing cabling requirements throughout the hotel property,” says Mr. Lamb.
Crown also anticipates reduced operational costs because the hotel no longer needs to use phone technicians to perform telephone extension moves, adds, and changes. Now anyone can move a Cisco Unified IP phone by disconnecting from the old location and connecting it in the new location. This capability is expected to save significant time during set up for conventions.
“Crown prides itself on customer service and value. Cisco has enabled
us to offer guests the very latest in technology, both in their rooms and
through their contact center experience.”
—Ric Lamb, Executive General Manager, Management Information Systems, Crown Melbourne
In mid-2010, Crown will extend Cisco Unified Communications to the Crown Promenade Hotel and Crown Metropol
(open mid-2010). These three hotels will offer guests the highest density of hotel rooms in Australia, and administration offices will share the same servers for IP telephony, the contact center, and unified messaging.
NetStar Australia is currently implementing another application from FCS Communications to further enhance the guest experience. When guests touch a menu option on the Cisco Unified IP phone to request an extra blanket or have their baggage brought to the lobby, for example, the contact center will automatically page the appropriate person. After fulfilling the request, the employee will close the request on an IP phone. If the request is not fulfilled within a defined amount of time, the request will be escalated.
Mr. Lamb concludes, “Crown prides itself on customer service and value. Cisco Unified Communications enables us to offer guests the very latest in technology, both in their rooms and through their contact center experience.”
For More Information
To find out more about Cisco Unified Communications, visit: www.cisco.com/go/unifiedcommunications
To join conversations and share best practices about collaboration, visit: www.cisco.com/go/joinconversation
For More Information on Crown Melbourne Limited
To find out more about Crown Melbourne Limited, visit: www.crowncasino.com
? Cisco 3845 Integrated Services Routers
? Cisco Catalyst® 6500 and 3750 Series Switches
? Cisco Unified Communications Manager
? Cisco Unified IP Phones 7975G and 7906 for hotel guest rooms
? Cisco Unified IP Phones 7962G, 7942G, 7911G, and 7906 for administration, contact center, and reservations departments
? Cisco Unified Contact Center Express
? Cisco Unity Unified Messaging
? Cisco Unified Presence
? Cisco Fax Server
? Cisco Email Interaction Manager
? Cisco VG224 and VG248 Voice Gateways
? Cisco 5520 Adaptive Security Appliances
Printed in USA C36-558776-00 12/09
Case study 2
• Sleep City was expanding interstate and doubling its retail points of presence – it needed a new communication system that would be simple to deploy and cost-effective to scale.
• Access to Sleep City’s server, particularly from remote stores, was unreliable and slow, with dial-up dropouts damaging customer service at the point of sale.
• Sleep City wanted to introduce in-store email to curtail expensive faxing and improve communication and customer service.
Cisco® Intelligent Retail Network solution
• Cisco 2600 Series routers
• Cisco CallManager software
• Cisco Unity® Unified Messaging
• Cisco 7960G Unified IP Phones
• Cisco IP Conference Stations 7935
• The new end-to-end IP infrastructure is a flexible foundation for all voice and data communications, enabling Sleep City to double its points of presence with only a 10% increase in communication costs.
• Stores have much faster and more reliable access to Sleep City’s server for point-of-sale and inventory data services, dramatically improving customer service.
• Email and low-cost IP phone calls have improved employee responsiveness and customer satisfaction while reducing fax costs by approximately 60%.
• Simple, centralised management of the entire communications system reduces user downtime and the need for IT personnel to travel to remote sites to resolve issues.
• The IP infrastructure is infinitely scalable,cost-effective to deploy and simple to configure for new users and locations, supporting Sleep City’s ongoing growth.
• Sleep City can now maximise the value of its investment by integrating new retail services and solutions into its standardised IP infrastructure to further improve communications, productivity and security. These include video surveillance, wireless warehouse management and an intranet.
Australian bedding retailer Sleep City joins the growing ranks of companies worldwide that are discovering the benefits of IP communications to improve customer service, streamline operations and lower the cost of doing business.
With plans to double its Australian retail presence, Sleep City was ready to move on from dial-up PSTN for information networking, and wanted a new phone system that would be simple to deploy and cost-effective to scale. At the same time it was looking for ways to improve customer service and inventory management by deploying Radio Frequency Identification (RFID) tagging to track stock movement in real time.
Director of IT Robert Howard realised that reliable, high quality inter-store communications would be central to success. After careful research, he selected a Cisco IP infrastructure. This provided the innovation, cost savings and scalability Sleep City was looking for to grow the business.
Robert says, “My research identified an immediate monthly saving from IP telephony that would multiply across our growing retail base to provide a large financial benefit over the longer term.” And he was proved correct.
Bedding down an infrastructure for growth
“Sleep City has doubled its presence over three years to more than 70 stores nationally with only a 10% increase in communications costs,” says Robert Howard.
The company achieved this by deploying a Cisco® Intelligent Retail Network for all voice and data communications, enabling toll-free phone calls between locations. And the system is infinitely scalable, making it cost-effective to accommodate new stores and staff without the need to invest in or upgrade technology.
Improving customer service
A more reliable infrastructure has also brought immediate benefits to Sleep City stores, eliminating frequent dial-up dropouts and speeding up access to point-of-sale and inventory data services.
Robert says: “Now server access is instantaneous instead of laborious. Our remote sites particularly have experienced vast improvements in speed. Staff can put orders into the system, quickly check stock or retrieve it from other sites around the country, and that means better customer service.”
Reducing downtime with simpler management
The system is easier and more cost-effective to manage, because all store locations can be simply configured from headquarters via the Wide Area Network (WAN). This reduces user downtime and the need for IT personnel to travel to remote sites to resolve issues.
“ Sleep City has doubled its presence over three years to more than 70 stores nationally with only a 10% increase in communications costs.”
Robert Howard, Director of IT, Sleep City
The new system has dramatically changed the way Sleep City employees communicate between stores, making them much more productive and responsive – and that has led to improved customer satisfaction.
Sleep City previously relied heavily on faxing information. Customer-related email came via head office as the stores did not have their own email addresses. Now Sleep City has introduced email addresses for all stores, slashing fax costs by around 60% and enabling customers to directly contact their local stores for faster service. This also provides an electronic record of communications.
And when employees need to discuss something with a team member in another store, they send an email or pick up the phone – without worrying about call costs.
Employees gave the new IP telephone system the thumbs up, according to Robert: “Our receptionists like the ‘point and click’ and ‘drag and drop’ features – it’s very easy to follow.”
How it works
Designed to meet the needs of today’s demanding retail environment, Sleep City’s Cisco Intelligent Retail Network enables service delivery to a broad range of devices and applications. It features high-performance Cisco 2600 Series routers with built-in security and fail-safe measures protecting Sleep City’s data and business around the clock. Cisco CallManager efficiently processes network traffic for excellent voice quality and application performance, with voicemail provided by Cisco’s powerful Unity® Unified Messaging.
The integrated address book, intuitive navigation and hands-free and headset options of Cisco’s 7960G IP phones simplify communication. Calling another store, managing messages and returning customer calls are all as easy as pressing a button.
And doing business across Sleep City’s expanded store base is a whole lot easier with in-the-same-room voice quality teleconferencing using the Cisco 7935 IP Conference Station.
Reaping return on investment
Sleep City’s new Cisco Intelligent Retail Network is a flexible foundation for all voice and data communications, so the store can progressively integrate new productivityenhancing technologies and extend new retail services to improve competitiveness.
“When I looked at an IP infrastructure I believed it was important to do something that was right at the leading edge,” Robert explains. “We didn’t want to buy technology that was going to be old as soon as it was installed. So the advanced capability of the Cisco infrastructure made it very attractive to us.”
“ Now server access is instantaneous instead of laborious. Our remote sites particularly have experienced vast improvements in speed. Staff can put orders into the system, check stock or retrieve it from other sites around the country far more quickly, and that means better customer service.”
Robert Howard, Director of IT, Sleep City
“ …an unrivalled combination of industry expertise and superior technology capabilities.”
Robert Howard, Director of IT, Sleep City
In February 2006 the company opened a brand new headquarters housing more than 300 administrative, distribution and manufacturing employees. At this site, Sleep City is installing IP video surveillance, enabling managers to check on the facility from any location via the Internet and improving security at a fraction of the cost of CCTV.
Next a Cisco wireless warehouse management system will be introduced with handheld scanners for more efficient inventory management. In future, RFID technology will be used to track stock in real time.
And communication across the growing organisation will be further improved with the launch later this year of a staff intranet. Robert says, “Our employees will be able to download internal forms, such as timesheets and service reports, and shoot them straight to the appropriate person via email.”
All these innovations can be easily accommodated on Sleep City’s converged services network to further improve return on investment.
Cisco: the right choice
“We chose Cisco because it offered an unrivalled combination of industry expertise and superior technology capabilities,” Robert sums up. ”And more and more, as we look at expanding our capabilities, we’re seeing the benefits of having a standardised platform with a single vendor we can trust. Cisco supports many partners, and that gives us a lot of scope for the future.”
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