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

Service

Description:

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
410-697-9695

Support Contact:

Alan J. Sabol
Alan J. Sabol
410-697-9695

Status: Currently offered

Eligible Customers

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

Notes:
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.
Technical:	PBX must be provisioned with an ACD with existing excess capacity to meet proposed request
Non-Technical:	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

Voice Systems

Voice Systems Traditional Call Center​​

Service

Eligible Customers

Service Prerequisites

Scope of Service

Service Level Agreements

Voice Systems Traditional Call Center