Voice Network
The Desktop Telephony service provides customers with several voice communication options to meet their needs. This includes Basic Phone Service (Dial Tone), Basic Desk Telephone, Reception Telephone, Voice Mail, and Automatic Call Distribution (ACD) which routes incoming calls for call centers and help desks providing more efficient use of staffing and control for incoming calls. The service includes the ability to monitor control call flow, manage call queues, report response statistics and agent performance. The Department provides all of the necessary telephone equipment and will replace, at no charge, any malfunctioning equipment as long as the equipment has not been abused, i.e., liquid spilled on the phone or obvious physical damage to the phone. Training is also available on the use of all telephones, the Voice Mail system and Automatic Call Distribution.
Service Level Options
In most cases, customers have the option of a basic desk telephone or a reception telephone with additional features to support reception based activities. Customers can also choose to add voice mail for each line of service to assist with missed calls.
Service Options
- Basic Phone Service (Dial Tone) – Receive incoming and make outgoing local phone calls
- Basic Desk Telephone – Basic office telephone
- Reception Telephone – Additional telephone functionality for reception desks
- Voice Mail – Options for recording and managing unanswered incoming calls
- Automatic Call Distribution (ACD) – Routes incoming calls for call centers and help desks
Price/Cost
For more information regarding pricing, please refer to our FY22-FY25 Service Catalog and Rates Guide. View Rates Guide
Customer Responsibilities
- Identify an Agency Representative within your Department to act as a single point of contact for all communication related questions or concerns.
- Contact the Department 60 days prior when moving offices or adding a large number of new lines of service.
Service Support
This service is available to customers 24 × 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes. The Department of Information Technology Enterprise Support Desk operates 24 × 7 and offers a single point of contact for all customer inquiries related to services and the State’s technical infrastructure. The Enterprise Support Desk provides technical analysis, problem solving, and first and second level diagnostics. DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.
Service Level Objectives
99.9% availability of the voice communication network.
Provisioning the Service
Contact the Enterprise Support Desk to order or request information about any service.