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 Traditional Call Center​​




Traditional call center services.

Features and Benefits

The Voice Systems Unit delivers call center services to State workers through the management of traditional PBX systems.

  • Call center line ready to be connected to customer provided phone

  • Voice Mailbox included (if required)

  • Metered Local and Domestic Long Distance calling

  • Ability to connect to customer provided call center applications

  • Maintenance of main call center application included

Dept. Owner:

Voice Systems

Service Owner:

Alan J. Sabol
Alan J. Sabol

Support Contact:

Alan J. Sabol
Alan J. Sabol

Status: Currently offered


Eligible Customers

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

The service is available to existing customers only.


Service Prerequisites


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

DoIT Provided Services:
  • Basic TDM phone services.
  • PBX must be provisioned with an ACD with existing excess capacity to meet proposed request
  • Clients are responsible for providing the physical device (e.g. telephone, fax machine, etc.)
  • Have programming information required to complete the installation
  • Client is responsible for providing the Billing Account Code (BAC) if required
  • The entity needs a designated individual (e.g. Telecom Coordinator (TC)) who is aware of all requests and who can approve any that require billing before being submitted.

Notes: N/A


Scope of Service


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

In Scope:

  • Programming of PBX, call center application and voice mail systems

  • Connection of call center lines to customer provided servers if any

Out of Scope:

  • Installation of PBX equipment beyond its existing capacity

  • Installation of premise wiring

  • Modification of any equipment that is not directly connected to the PBX and voice mail systems (e.g. IVR, PC, server, fax machine, etc.)

Customer Responsibilities:

  • Validating all provided information is correct:

    • Clients name to appear on the call center telephone

    • Identifying which call center calls for which the agent is going to answer calls

  • Arranging meetings with third-party vendors when required

  • Providing any announcement(s) message text and an individual who is responsible to complete 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:
  • As required – with minimum of 48 hours notice except in cases of emergency
  • As required – with minimum of 48 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