Comprehensive VTC Support Services

At NMR, we have a long track record of providing exceptional VTC services for our customers. From one-off projects to end-to-end support, we make sure that our VTC customers receive the best. For one of our customers, they need end-to-end support for their global network of AV and VTC systems. Our services for them include:

• Daily VTCs
• Special events
• Provisioning of SES/GO VTCs
• Comprehensive VTC scheduling support

Our Customer is one of the largest users of VTCs in the Department of Defense (DoD), with VTC rooms on classified and unclassified local area networks (CLAN & ULAN), Joint Worldwide Intelligence Communications System and Special Access Program (SAP) networks. To meet their needs, we manage and support more than 700 VTC endpoints and conference rooms in over twenty globally dispersed locations, along with related AV and encryption gear.

Robust Support and Maintenance

Our support covers break/fix, preventative maintenance, life cycle management, Information Assurance, and includes all VTC system administration functions such as configuration and troubleshooting. We monitor systems for faults and problems, taking corrective actions to ensure that our Customer's VTC Infrastructure is maintained to their latest standards and the standards of the DoD. We perform asset management and preventive maintenance on more than 9,000 of the Customer's AV/VTC physical components.

Exceptional Support for Special Events

NMR has provided exceptional support for daily routine VTC sessions and special events, facilitating an average of 100+ special events every year since 2012. Events have included complex multipoint flight and ground tests, multipoint and multiagency conferences, and globally dispersed award, promotion, and retirement ceremonies.

Video Control Center Operations

NMR's Video Control Center (VCC) operations consist of VTC scheduling, including room scheduling. We have established two VCC locations near key offices for our Customer. If the VCC staff cannot resolve the Customer's issue, a technician is dispatched.

Initiatives to Enhance AV/VTC Capabilities

NMR has worked to extend our Customer's AV/VTC capabilities, reduce cost, and improve the user experience through several initiatives. Over the course of our relationship with our Customer, we have:

• Upgraded more than 250 office and conference room VTC systems to the latest Cisco room series technology, resulting in a more user-friendly environment and reduced cost of implementation and maintenance
• Successfully established a sunset period for the retirement of legacy Integrated Services Digital Network technology
• Implemented Cisco Meeting Server (CMS) and VQ Conference Manager, providing users with the ability to choose the device and application for their connection, and giving each user their own conference space that can be used at any time
• Implemented newer, Cisco cameras within conference facilities with improved tracking capabilities

Complete VTC Build Out

In addition to the activities above, NMR ran a complete VTC build out for a building in our Customer's organization. At the time of project start, the facility had no existing VTC footprint. The new rooms we built included:

• A 30-person conference room
• Four 15-person general use conference rooms
• Two Special Use Space (SUS) 15-person conference rooms
• Two SES/GO offices
• Five project meeting rooms

All systems included ULAN/CLAN switching solutions, and the SUS rooms included additional SAP networks as well.