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 Phone and VM Services​




Traditional phone service with voice mail​

Features and Benefits

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

  • PBX 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 various devices (auto attendant, alarm panels, elevator phones, faxes, etc.)

  • Maintenance and repairs of the traditional PBX system 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 any entity that is located at one of the 29 DoIT managed sites serviced by a TDM PBX.


Service Prerequisites


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

DoIT Provided Services: No prerequisite services.
Technical: Clients are responsible for ensuring there is wiring in place to the closest telephone wiring closet.
  • 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 and voice mail systems

  • Installation of PBX common equipment (within its existing capacity) to complete customer request

  • Installation of customer provided telephone(s)

  • Connection of PBX lines to customer provided servers

Out of Scope:

  • Installation of premise wiring

  • Installation of PBX equipment beyond its existing capacity

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

Customer Responsibilities:

  • Validating all provided information is correct:

    • Clients name(s) and any other extension numbers to appear on the requested telephone

    • Extension numbers required to complete any automated attendant programming

  • Arranging meetings with third-party vendors when required

  • Providing the auto attendant message text and an individual who is responsible to complete any required automated attendant 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 Services - Service Agreement FY21