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.
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
Alan J. SabolAlan J. Sabol410-697-9695
Status: Currently offered
Notes: The service is available to existing customers only.
Before service can be offered the client must meet the following requirements:
This section outlines the area of responsibility between the provider (DoIT) and the customer.
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.)
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.
100 Community Place, Crownsville, MD 21032
300-301 West Preston Street, Baltimore MD 21201
410-697-9700 - Dial 7-1-1 to place a call through Maryland Relay