Voice Systems

The mission of the Network Division's Voice Systems Unit is to provide superior voice telecommunications service. The unit manages seven (7) statewide voice contracts, assists agencies with project management and technical expertise, and reviews vendor-generated invoices. The Voice Systems Unit also manages nineteen (19) PBXs that are located within Multi-Service Centers (MSCs). Additionally, the unit manages both the Baltimore State Office Complex and the Annapolis Complex PBXs. The Baltimore and Annapolis complex PBXs provide telecommunications services for more than 16,000 users.

A major goal of the Voice Systems Unit is to connect most of the 350+ statewide PBXs by using networkMaryland(TM) as a voice transport infrastructure. This strategy will reduce long distance, local call and circuit costs for State agencies. This will begin a phased approach for the deployment of VoIP.

Voice Systems Hosted VoIP Call Center

Service

Description:

Hosted VoIP call center services.

Features and Benefits

Next generation call center services to State workers through the management of Voice over Internet Protocol (VoIP) communication systems.

Modern LCD display phone or softphone included
Desktop PC Software for telephony management (Call Center and UC Client).
Voice Mailbox included (if required)
Unlimited Local and Domestic Long Distance Calls Included
Redundancy with multiple service providers and links
Initial call center programming included
Call center announcement capability provided
Provides the incoming caller with calls ahead in queue and estimated time to answer
Maintenance and repairs included

Dept. Owner:

Voice Systems

Service Owner:

Alan J. Sabol
Alan J. Sabol
410-697-9395

Support Contact:

Alan J. Sabol
Alan J. Sabol
410-697-9395

Status: Currently offered

Eligible Customers

Enterprise Agencies	Yes
Individual State Agencies	Yes
Counties	No
Local Municipalities	No
Public	No

Notes:
N/A

Service Prerequisites

Before service can be offered the client must meet the following requirements:

DoIT Provided Services:	Connection to networkMaryland.
Technical:	Must have a DoIT Managed connection to the DoIT VoIP Platform. The Agency’s IP data network must meet enterprise requirements. The data network must be in place prior to installation of Hosted VoIP services.
Non-Technical:	There must be funding available to upgrade the hosted VoIP platform and the client’s call center services. Provide the Billing Account Code (BAC) if required. The entity needs a designated individual (e.g. Telecom Coordinator) who will approve all requests prior to submission.

Notes: N/A

Scope of Service

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope:

Programming of VoIP communication systems and voice mail systems
Installation of any VoIP communication systems equipment to complete customer request
Installation of any DoIT provided VoIP telephone
Maintenance and repair of VoIP communication and voice mail systems

Out of Scope:

Installation of premise wiring
Modification of any equipment that is not directly connected to the VoIP communication systems and voice mail systems (e.g. PC, server, fax machine, etc.)
Installation of any non-DoIT provided VoIP telephone, or equipment
Network Configuration (Standalone Customer)

Customer Responsibilities:

Validating all provided information is correct:

Clients name to appear on the call center telephone
Identifying which call center calls the agent is going to answer

Arranging meetings with third-party vendors when required
Providing transcripts for announcement(s) messages and identify an individual who is responsible for completing any required announcement recordings.

Service Level Agreements

Category	Enterprise Customer	Standalone (Non-Enterprise) Customer
Availability:	99.9% Uptime	99.9% Uptime
Capacity:	Varies by location and equipment	Varies by location and equipment
Service Hours:	7 x 24	7 x 24
Maintenance Schedules:	Every other Wednesday evening as required – with minimum of 24 hours notice except in cases of emergency.	Every other Wednesday evening as required – with minimum of 24 hours notice except in cases of emergency.
Upgrades and Refreshes:	As required – with minimum of 48 hours notice.	As required – with minimum of 48 hours notice.

Voice Systems

Voice Systems Hosted VoIP Call Center​

Service

Eligible Customers

Service Prerequisites

Scope of Service

Service Level Agreements

Voice Systems Hosted VoIP Call Center