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© RMAUG 2009




Wednesday, February 12, 2014

Oppenheimer Funds

6801 S. Tucson Way

Enter the west parking lot entrance off E. Briarwood Ave and park in the west parking lot. The meeting room entrance is on the westside of the north building.


Sponsored by


8:30 - 9:00 am  

Continental Breakfast

9:00 - 9:45 am  

User Group Business Meeting

9:45 am - 10:00 am

10:00 am - 10:30 am What's New From Avaya - ACA with Lync Integration; Scott Alvarez, Sales Engineer

10:30 am - 12:00 pm

Call Accounting - Best Practices in an IP World; Jon Giberson, president Connections
12:00 - 1:00 pm


1pm - 2 pm Navigating the TEM Jungle - It's not a Disneyland Ride! - Mark Hearn, president, Network Control
2pm - 2:45 pm Did You Know... VMware - Why or Why Not; Dwight Reifsnyder
2:45 pm Meeting Wrap-up and Doorprizes


Call Accounting - Best Practices in an IP World

Call Accounting is one of the oldest and still most valuable technology tools. Little attention has been given to "doing it right." This workshop will cover all aspects of purchasing, implementing and using a system. Veterans will benefit as well as newcomers.

Objective #1

Learn how call accounting has evolved to become a valuable Pre-assessment tool for users planning to move to an IP platform as well as full IP Converged users.

Objective #2

Learn that is a must-have tool for the following users: Compliance Officer, Risk Managers, HR/Personnel and how it can be used to mitigate liability, alert to 911 and other sensitive calls like harassment and bomb threats. Virtually every department can benefit from one or more reports. Attendees will learn what they are.

Objective #3

Learn how to get it funded. Budget committees often reject this request because they haven't been convinced that the expense has the necessary Return on Investment (ROI). This workshop will provide valuable tips on how to get it approved.


Jon Giberson is the founder and president of CONNECTIONS, Telecom Marketing, Inc. Over 27 years, he has sold thousands of locations of call accounting systems and has given scores of presentations to user groups about the value of call accounting systems.

He provides numerous examples of how his customers have used their systems in creative and unusual ways. He is passionate about the value of the product and attendees give high ratings due to the knowledge they gain from his presentation.

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Navigating the TEM Jungle - It's not a Disneyland ride!

Telecom Expense Management (TEM) is a common term with many different definitions. There are dozens of companies offering TEM services and many different types of services available, from a simple audit to a complete outsourced solution.

Industry veteran Mark Hearn will explain the various components and types of TEM services available and help you understand what may be the best solution for you and your company. He will outline the pitfalls and help you understand what to look for, how to prepare and create realistic expectations from your current or future TEM supplier. Additionally, Mr. Hearn will share with you how to maximize your current TEM provider or assure you negotiate an agreement with one that will assure mutual success.


Mark D. Hearn, President and Chief Executive Officer Network Control

Mark has been an active steward in the telecommunications management marketplace the past 27 years and is recognized as a pioneer in the TEM industry, having started one of the first software-based TEM companies. As a former President and CEO of two successful Consulting and Telecommunications Expense Software companies Mark brings a wealth of institutional knowledge and domain expertise dating back to the divestiture of the Bell Companies and through the genesis of today’s TEM market. His passion for exceeding customers’ expectations, drive to do best at all cost and determination to make a difference in people’s lives is what has molded Network Control to be a leader in the Telecom Outsourcing marketplace. As a keynote speaker at industry trade shows, he maintains a keen sense of the marketplace while driven to achieve customer satisfaction is his key motivation.

Mark has a Bachelor’s Degree from St. Mary’s College of California and resides on the Board of Trustees at the Charles Armstrong School in Belmont, CA and is a member of Telecom Expense Management Institute Association (TEMIA) and IT Financial Management Association (ITFMA). He resides in Walnut Creek, CA with his wife Susanne and their three children and wagging tail friend “Jake”.

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