The Department of Technology Services (DTS) Enterprise E-fax Service offers electronic faxing features that deliver outbound faxes to their destinations and inbound faxes to email-enabled multifunction devices (MFD), network folders, email accounts, and fax accounts powered by a web browser. With the convenience of a web browser, a user can access their faxes and use the features and functions of the Enterprise E-fax solution.
Enterprise e-fax accounts can delegate access to other enterprise e-fax accounts configured in the same logical site to ensure that faxes are attended to in a timely manner.
As telephones are migrated to DTS’s Cisco VoIP platform, telephone numbers are also moved to DTS’s centralized SIP PSTN access trunk. Telephone number block(s) may include fax numbers that are moved to the SIP PSTN access trunk. DTS’s Enterprise E-fax Service accepts SIP fax numbers, which makes migrations more seamless.
Hours of Support |
||
Application |
Support Hours |
Days of Week |
Enterprise E-fax Service |
8:00 a.m. to 5:00 p.m. |
Monday through Friday |
Product Features and Descriptions
Inbound Faxing
Inbound faxing is the ability to receive faxes.
Outbound Faxing
Enterprise fax accounts via a web browser interface have the ability to send faxes. Users will have the ability to send documents from their PC as faxes.
Enterprise Fax Accounts
Enterprise fax accounts provide the ability to receive faxes and forward faxes to email addresses and telephone numbers via a web browser.
Multifunction Device
Inbound faxes can be received by email-enabled multifunction devices (MFD) like MFD copiers, scanners, and printers.
Inbound faxes can be automatically relayed to email addresses.
Network Folder
Inbound faxes can be automatically relayed to network folders.
Delegation
Enterprise fax account users can allow other enterprise fax account users in the same logical site to access their account. This feature allows for continuity when users are not available to monitor fax accounts in a timely manner.
Features Not Included
Application Program Interface (API) or Third-Party Integration
API or other third-party integration is not included in the Enterprise E-fax Service. Please engage other DTS channels for estimates and statements of work.
Ordering and Provisioning
Contact the DTS Customer Support Center at 801-538-3440 or 800-678-3440 or request that a DTS voice solution engineer (VSE) contact you with information on ordering/planning.
DTS Responsibilities
DTS will be responsible for all costs to the vendor associated with the purchase, installation, and maintenance of the necessary equipment and software to provide e-fax services.
DTS will also be responsible for the following:
- Coordinating vendor/customer forums
- Maintaining the Enterprise E-fax Platform
- Drafting an SBA defining the services and costs for customer agencies
Agency Responsibilities
The agency will:
- Consult the agency-assigned DTS VSE as necessary for enterprise e-fax requests and modifications
- Provide an estimate of fax statistics to determine required simultaneous fax session capacity
- Submit enterprise e-fax changes and modification requests via the DTS General Telecom Order Form: https://dts.utah.gov/product/phones-lines-and-accessories
- Notify the DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440
- Review billing of services monthly to ensure accuracy and discuss any discrepancies with DTS Accounting within the fiscal year in order for adjustments to be approved and processed
- Review and sign an SBA for e-fax service
DTS Service Levels and Metrics
In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:
- Application Availability
- Resolution Time
- Initial Response
- First Contact Resolution
- Customer Satisfaction Surveys and Reporting
Application Availability
Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Metric Description |
Target Percentage of Application Availability* |
Enterprise E-fax Service |
95% |
Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.
Resolution Time
Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Total Time to Resolution |
Target Percentage of Tickets Meeting
|
Low priority: 6 business hours |
90% |
Medium priority: 4 business hours |
90% |
High priority: 3 clock hours |
90% |
Critical priority: 3 clock hours |
90% |
Initial Response
Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Time to Initial Response |
Target Percentage of Tickets Meeting
|
Low priority: 1 business hour |
85% |
Medium priority: 1 business hour |
85% |
High priority: 1 clock hour |
90% |
Critical priority: 30 clock minutes |
95% |
First Contact Resolution
First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Metric Description |
Target Percentage of Reported Incidents Resolved on Initial Contact |
First Contact Resolution |
65% |
Customer Satisfaction Surveys and Reporting
All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.
The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.
Metric Description |
Target Levels of
|
Average level of satisfaction with resolution efforts |
≥ 4.5 on a scale of 0–5 |
Percentage of respondents expressing satisfaction (vs. dissatisfaction) |
93% of respondents satisfied |