How is the technology working, such as sound quality, on the phones? From a quality and technology perspective, it's working extremely well for us. We went through a very extensive planning process around standardization of the technology. [We] also went through a process of making sure that we provide the same level of service in the VOIP world that is comparable to what users had before. From a quality perspective, it's been right on as far as delivering with our expectations.

You upgraded the IP network backbone to help provide that quality? In terms of the upgrades, we had a long-term strategy that the bank has been executing for more than three years. We had already implemented an Optical Carrier 49 dual-IP backbone over three years ago. So we already had a backbone speed capability to support bringing our voice communications onto the infrastructure. We had refreshed a significant portion of our network switches as part of a standardization program. So even before we deployed VOIP, we were moving into an environment that had received the latest and greatest technology to provide quality of service. That kept quality of service high, and from a security perspective, we could still guarantee voice availability as well.

In 2005, you gave a speech mentioning how this VOIP project would challenge your organization to bring together voice and data IT workers. How has that gone? It was not a problem, but candidly, it was a potential factor we recognized at the start. We clearly clarified that this project was a transformation, not just from a technology perspective, but from a people-and-process perspective as well. We had already worked hard on integrating the data and voice teams, and EDS is responsible for deploying and operating the network. We work transparently with EDS, so we were in there working with them in terms of their operational readiness to support VOIP in 2004 and 2005. We worked with them to make sure that integration within the voice and data teams occurred from Day One.

When is the project supposed to be completed? While we're a little offtrack, we still have our program completion set for late 2008 or early 2009. While we went out slower than expected, we still have enough runway to meet our commitments. We've already taken the time to structure the program, and make sure we have standards in place. Now we are starting to turn the engines on.

Have you added any communications features that weren't used at the bank before, such as unifying voice mail and e-mail? Candidly, we have not yet deployed unified communications in terms of a single box for e-mail and voice mail. We've not done that. We are looking at a multigenerational rollout where we deploy that unified communications capability. What we'll be doing is phasing that in over time. We won't wait until 2008 but will layer that in as we reach penetration in certain areas. We have not deployed any new applications, but they have a new phone with additional features out of the box.