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Avaya Softphone

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As our agency customers require telecommuting options to facilitate a mobile workforce, DTS has implemented a solution for Cisco Voice-over-Internet Protocol (VoIP) users; and, until migrated to Cisco VoIP, customers currently using the Avaya platform now have an option for telecommuting, specifically: Avaya Softphone.

Softphones run as a workstation application that allows users to make/receive phone calls from a computer connected to the State network.

This product description outlines the implementation of Avaya softphones on the State network.

Agency Application

DTS has the ability to enable the use of softphones on the State network as an alternative to a physical telephone handset as an end point for agencies’ voice communication requirements.

Risks and Mitigations

  • If a power outage and/or a loss of internet connectivity occurs at your office/home, then you will not be able to dial 911 from an Avaya softphone, or any other phone number.
  • If you place a 911 call from your softphone, then the 911 system will connect and dispatch responders to the office location that is associated with your softphone phone number. If you are telecommuting and are not in the office, you should not be dialing 911 from the application.
  • It is preferable to place 911 calls from a desk phone or from a cellular phone rather than from a softphone.
  • When dialing 911 from your softphone, be prepared to provide your callback number and your address (i.e., physical location).

Hardware Requirements

Softphone performance may be compromised by desktop limitations. The following hardware requirements are the minimum requirements for the softphone to function properly. Please ensure that adequate PC resources are available for other user tasks. It is recommended that users have an Ethernet cable connection rather than a wireless local area network (LAN) connection for optimal audio quality. See requirements below.

Minimum Hardware Requirements

Hardware

Requirement

Installed RAM

Intel Pentium 1.2 GHz processor (minimum)

Free Physical Memory

1-GB RAM; more for Windows 7 and Windows 8 as per Microsoft recommendations

Free Disk Space

1.5-GB free hard disk space (3-GB free hard disk space if .NET 4.0 is not already installed)

Monitor

1024×768 or higher resolution; network interface card

Headset

USB headset for this computer mode

Softphones are configured as part of the data LAN. DTS cannot guarantee quality of service for every call made or received using a softphone. Quality may vary depending on headset selected; the capacity of a user’s PC; the application(s) running on the user’s PC; the traffic and bandwidth availability on the network; and/or other factors, such as latency or noise on the line.

Supported Headsets for Use with Softphones

Feature

Description

Single Ear

Plantronics Blackwire C510 monural;  P/N: 88860-01

Plantronics EncorePro540 (contact center grade)

Plantronics – Part#: 88828-01

Plantronics SupraPlus HW251N – Headset – on-ear;

Plantronics – Part#: 64338-31

Plantronics DA70 – Sound card – USB (USB adaptor)

Plantronics – Part#: 201851-01

Double Ear

Plantronics Blackwire C520 Binural; P/N: 88861-01

Plantronics EncorePro520 (contact center grade)

Plantronics – Part#: 89434-01

Plantronics DA70 – Sound card – USB (USB adaptor)

Plantronics – Part#: 201851-01

 

The hours of support required for Avaya Softphones  are listed below.

Hours of Support

Application

Support Hours

Days of Week

Avaya IP Softphone

Business hours (8:00 a.m. to 5:00 p.m.)

Monday through Friday

Product Features and Descriptions

Softphones run as an application that allows users to make/receive phone calls from a computer connected to the State network.

Avaya IP Softphone

From the Avaya IP Softphone window, you can:

  • Manage multiple call appearances
  • Make calls
  • Answer calls
  • View the calling/called party information for each call (referred to as caller ID for the calling party information), if available
  • Place calls on hold
  • Answer a held call
  • Hang up calls
  • Transfer calls
  • Set up and manage conference calls
  • Program speed dial buttons
  • Access all the features programmed for your telephone
  • Place calls from the phone directory window, call history window, and public directory

Ordering and Provisioning

Customers requesting Avaya IP Softphone services should submit a ServiceNow request by clicking the Order Product/Service button to the right and completing the linked ServiceNow form.

Once you submit the incident request form, your request will be routed to a DTS order writer to begin the process. Requests for phones and product information will be addressed by an agency-assigned DTS Voice Solution Engineer (VSE).

Troubleshooting

Customers in need of softphone support issues should submit a ServiceNow request for assistance by:

  • clicking the Get Help button on the DTS homepage at https://dts.utah.gov,
  • selecting Online Support, and
  • completing the linked ServiceNow incident request form.

DTS Responsibilities

  • The DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to Voice Operations.
  • DTS will maintain the Avaya PBX system.

Agency Responsibilities

  • Consult with agency-assigned DTS VSE for Avaya IP Softphone request(s) and modification(s).
  • Request IP phones from DTS service catalog.
  • Notify the DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

Note: The DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to DTS Voice Operations.

DTS Service Levels and Metrics

  • All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized help desks that support State agencies or DTS divisions and regions. All incidents and requests will be captured in the DTS Help Desk application.
  • DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
  • DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
  • The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801-538-3440 or 800-678-3440. Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov. Published business hours for the DTS Service Desk are 7:00 a.m.M–6:00 p.m., Monday–Friday. Hours of support/on-call coverage vary by agency/division/region and product.

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*

Avaya IP Softphone

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 Priority Timelines

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.  

Incident Response and Resolution Targets

Time to Initial Response Targets
% Tickets
Total Time to Resolution Targets
% Tickets

Low priority: 1 business hour

85%

Low Priority – 6 Business Hours

90%

Medium priority: 1 business hour

85%

Medium Priority – 4 Business Hours

90%

High priority: 1 clock hour

90%

High Priority – 3 Clock Hours

90%

Critical priority: 30 clock minutes

95%

Critical Priority – 3 Clock Hours

90%

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. Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

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.

Customer Satisfaction Targets

Metric Description

Target Levels of Customer Satisfaction

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

Post Updated: July 3, 2019
Posted On: February 7, 2019

Cisco Singlewire Informacast Paging

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Cisco Singlewire Informacast “Paging-Through-the-Phone” (PTTP) is a feature that allows DTS agency customers with Cisco IP Phones to place a paging announcement over their IP Phone’s speaker (speakerphone capability is required).  DTS customers can request the creation of PTTP paging zone(s) to which IP Phones are assigned. Paging announcements can be heard by users while on-hook (not on a call) or while off-hook (on a call).  

Product Features and Descriptions

Paging-Through-the-Phone

Allows customers to place a page over Cisco IP Phones; speakerphone capability is required.

Multiple Zone Capability

Customers may have multiple paging zones; Cisco IP Phones can be assigned to one or more zones.

Paging Skip or No Skip Phones In-Use

On a per zone basis, customers can choose to have pages skip, or not, IP Phones that are in-use.  This is useful for priority pages.

Rates and Billing

Feature

Explanation

Singlewire Informacast Paging Gateway

Charge Type: One-Time-Charge (OTC)

Service Code: SNGLWPGTWY

Category: Vendor Material

Current OTC = $553.74 computed as follows: $503.40 (subject to change) x 1.10 (Cost + 10%) = $553.74

URATE (Monthly Telecommunications Service) Charge Type: Monthly Recurring Charge (MRC) per paging zone.  As a cost recovery model, PTTP License + Maintenance 3-Year Cost Recovery requires ≤ 21 IP Phones per paging zone.  For Example: An agency site with 230 IP Phones configured for PTTP will require the requesting agency to pay, via a Special Billing Agreement (SBA), for 11 paging zones regardless of how many paging zones (1 through 11 in this example) are actually used. 

Service Code: ITURATE

Category: Universal Rate

Singlewire Informacast Paging – Inventory Tracking Number

Charge Type: Non-Billable

Service Code: SNGLWPAG; inventory number assigned per paging zone

Category: Inventory

DTS Voice Operations – Initial setup programming and subsequent programming changes and/or additions

Charge Type: Telephone Technician Labor

OTC – $78.06 per hour; subject to change on a fiscal year basis

Ordering and Provisioning

Contact DTS Customer Support Center 801 538-3440 or 800 678-3440; request that a DTS Voice Solution Engineer (VSE) contact you with information on planning/ordering Cisco Singlewire Informacast “Paging-Through-the-Phone” (PTTP) service.

DTS Responsibilities

DTS will maintain the Cisco Singlewire Informacast “Paging-Through-the-Phone” (PTTP) platform.

Agency Responsibilities

  • Consult with agency assigned DTS Voice Solution Engineer (VSE) for Singlewire Informacast “Paging-Through-the-Phone” (PTTP) application request(s) and/or modification(s).
  • Submit Singlewire Informacast “Paging-Through-the-Phone” (PTTP) change/modification request(s) to the DTS General Telecommunications online order form: http://dts.utah.gov/get-a-product-service/phones-and-phone-gear.php; select General Telecom Order.
  • Notify DTS Customer Support Center of any problems by calling 801 538-3440 or 800 678-3440.
  • Review billing of PTTP services periodically to ensure accuracy.  Discrepancies should be discussed with DTS Accounting to ensure timely resolution approval/processing.

General Service Levels and Metrics

All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions.  All incidents and requests will be captured in the DTS Help Desk application. DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.

DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.

The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801 538-3440 or 800 678-3440.  Live chat and direct user reporting of incidents are available on the DTS website at dts.utah.gov.  Published “Business Hours” for the DTS Service Desk are 7:00 AM – 6:00 PM, Monday – Friday.  Hours of support/on-call coverage vary by agency/division/region and product.

Incident Response and Resolution Targets

Time to Initial Response Targets

% Tickets

Total Time to Resolution Targets

% Tickets

Low Priority – 1 Business Hour 85% Low Priority – 6 Business Hours 90%
Medium Priority – 1 Business Hour 85% Medium Priority – 4 Business Hours 90%
High Priority – 1 Clock Hour 90% High Priority – 3 Clock Hours 90%
Critical Priority – 30 Clock Minutes 95% Critical Priority – 3 Clock Hours 90%

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 on-line survey regarding their level of satisfaction with the support received from DTS.  Responding to the survey is voluntary. Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

Customer Satisfaction Targets

Metric Description

Target

Average level of satisfaction with resolution efforts

> 4.5 on a scale of 0 – 5

Percentage of respondents satisfied or better with service received

93% of respondents satisfied

 

Post Updated: July 12, 2019
Posted On: May 31, 2018

Cisco IP Softphones

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Purpose                                                                                                         

As DTS migrates to Voice-over Internet Protocol (VoIP) technology, customers have an option to purchase from a variety of “end-points” or telephone handsets—and even a softphone. DTS has migrated approximately 9,100 employees to VoIP services.

Softphones run as a workstation application that allows users to make/receive phone calls from a computer connected to a VoIP enabled network.

This product description outlines the implementation of IP softphones on the state network.

Agency Application

DTS has the ability to enable the use of softphones on the state network as an alternative to purchasing a VoIP telephone handset as an end-point for agencies’ voice communication requirements. Cisco Jabber is the only supported softphone client.

Risks and Mitigations

If a power outage and/or a loss of Internet connectivity occurs at your office, then you will not be able to dial 911 from a Cisco Jabber softphone.

If you place a 911 call from your softphone, then the 911 system will connect and dispatch responders to the office location that is associated with your softphone phone number.

When dialing 911 from your softphone, be prepared to provide your call back number and your address (physical location).

It is preferable to place 911 calls from a desk phone or from a cellular phone rather than from a softphone.

Softphone performance may be compromised by desktop limitations. The following hardware requirements are the minimum requirements for the softphone to function properly. Please ensure adequate PC resources are available for other user tasks. It is recommended that users have an Ethernet cable connection rather than a wireless Local Area Network (LAN) connection for optimal audio quality. See requirements below:

Minimum Hardware Requirements

Hardware

Requirement

Installed RAM

2 GB RAM on Microsoft Windows 7,8, or Windows 10

Free Physical Memory

128 MB

Free Disk Space

256 MB

CPU Speed and Tyupe

  • Mobile AMD Sempron Processor 3600+2 GHz
  • Intel Core 2 CPU T7400 at 2.16 GHz
  • Intel Atom

GPU

DirectX11 on MS Window 7

I/O Ports

USB 2.0 for USB camera and audio devices

 

Softphones are configured as part of the data LAN. Quality of service (QoS) settings can be applied; however, DTS cannot guarantee quality of every call made or received using a softphone. Quality may vary depending on headset selected, capacity of user’s PC, application(s) running on user’s PC, traffic and bandwidth availability on the network, and/or other factors such as latency or noise on the line.

Supported Headsets for Use with Softphones

Feature

Description

Single Ear

Plantronics EncorePro540 (contact center grade)

Plantronics – Part#: 88828-01

Plantronics SupraPlus HW251N – Headset – on-ear;

Plantronics – Part#: 64338-31

Plantronics DA70 – Sound card – USB (USB adaptor)

Plantronics – Part#: 201851-01

Double Ear

Plantronics EncorePro520 (contact center grade)

Plantronics – Part#: 89434-01

Plantronics DA70 – Sound card – USB (USB adaptor)

Plantronics – Part#: 201851-01

 

Product Features and Descriptions

Softphones run as an application that allows users to make/receive phone calls from a computer connected to a VoIP enabled network.

Rates and Billing

Customers who exclusively use a softphone will be billed one (1) Urate: $32.72 per softphone and a Jabber rate: $2.73 per month.

Customers who have both a standard desk phone and a softphone will only be charged for one Urate: $32.72 and the Jabber rate: $2.73 per month.

Ordering and Provisioning

Customers requesting IP Softphone services, should submit a request via ServiceNow “Get Help” at https://dts.utah.gov.  Select the “Online Support” option and request assistance with IP Softphone. Your request will be routed to the appropriate Voice Solutions Engineer (VSE) to begin the process. Requests for phones and product information will be provided by the VSE.

Troubleshooting

If you have softphone support issues, please request assistance via ServiceNow “Get Help” at https://dts.utah.gov; Select “Online Support” and request assistance with IP Softphone.

DTS Responsibilities

DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to Voice Operations.

DTS will maintain the Cisco Callmanager platform.

Agency Responsibilities

  • Consult with agency assigned DTS Voice Solution Engineer (VSE) for Cisco IP Softphone request(s) and modification(s).
  • Purchase IP phones from DTS service catalog.
  • Change/modification request(s) to the DTS General Telecommunications online order form: http://dts.utah.gov/get-a-product-service/phones-and-phone-gear.php; select General Telecom Order.
  • Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.
  • Note: DTS Help Desk will be the first group to troubleshoot with possible assistance from Desktop Support. Issues requiring additional support will be escalated to Voice Operations.

General Service Levels and Metrics

  • All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions.  All incidents and requests will be captured in the DTS Help Desk application.  DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
  • DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
  • The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801-538-3440 or 800-678-3440.  Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov.  Published “Business Hours” for the DTS Service Desk are 7:00 AM – 6:00 PM, Monday – Friday.  Hours of support/on-call coverage vary by agency/division/region and product.

Incident Response and Resolution Targets

Time to Initial Response Targets

% Tickets

Total Time to Resolution Targets

% Tickets

Low Priority – 1 Business Hour

85%

Low Priority – 6 Business Hours

90%

Medium Priority – 1 Business Hour

85%

Medium Priority – 4 Business Hours

90%

High Priority – 1 Clock Hour

90%

High Priority – 3 Clock Hours

90%

Critical Priority – 30 Clock Minutes

95%

Critical Priority – 3 Clock Hours

90%

 

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 on-line survey regarding their level of satisfaction with the support received from DTS.  Responding to the survey is voluntary.  Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

Customer Satisfaction Targets

Metric Description

Target

Average level of satisfaction with resolution efforts

> 4.5 on a scale of 0 – 5

Percentage of respondents satisfied or better with service received

93% of respondents satisfied

Post Updated: July 3, 2019
Posted On: March 22, 2017

Cisco LAN Video

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Purpose

DTS has approximately 3000 IP Phones with video capability: DWS and DHS have purchased the majority of these IP (Internet Protocol) phones within the Executive Branch.

This document outlines the implementation of IP Phone video on the Local Area Network (LAN).

LAN Application

DTS enables video on IP Phones via campus LANs where the IP Phones reside.  A campus LAN refers to co-located buildings served by one wide area network connection.  IP Phones use video on the same LAN, which typically means the same campus.  The LAN consists of networking switches that by definition have abundant bandwidth (almost unlimited), so there is little risk of using video on the LAN.

IP video service will only be turned on for specific site locations and be used for communication of people at that site only and not for communication between remote offices connected by wide area network circuits.

Risks and Mitigations

On larger LAN campuses where multiple switches are connected by trunks and/or channel groups, there is a risk that a connecting trunk may have traffic congestion with the addition of video traffic.  This risk can be easily mitigated by turning on Quality of Service (QoS) on the trunk interfaces or switch ports of the channel groups.  The risk is low, so implementation of QoS on the switches can be either proactive or retroactive.  Retroactive, meaning if there is a problem, Network Operations can quickly add QoS on the trunks.

Cisco LAN Video Product Features

  • Point-to-Point Video
    • LAN ONLY
  • Display Resolution
    • Dependent upon sets purchased by agencies.

Note: Support and maintenance for handsets are provided by vendor; and, calls for support are directed to the vendor’s support desk.

Ordering and Provisioning

  • Customers requesting Video LAN services, should submit a request via ServiceNow “Get Help” at https://dts.utah.gov. Select the “Online Support” option and request assistance with Cisco Video LAN. Your request will be routed to the appropriate Voice Solutions Engineer (VSE) to begin the process. Requests for phones and product information will be provided by the VSE.
  • Voice Operations can enable video on a per site or per building location once a request is submitted via Servicenow and routed to the appropriate VSE for review and consultation.
  • Agencies are not required to supply a list of each individual user to have the IP video traffic enabled on the local area network.
  • Agencies can submit a list of locations where they would like the service enabled. Video traffic will be confined to each specific site so communication via video between sites will not be enabled.

Troubleshooting

  • If you have video support issues, please request assistance via ServiceNow “Get Help” at https://dts.utah.gov

Note: Video Endpoints (displays and sets) are supported by the vendor. All calls for support are directed to the vendor’s support desk.

DTS Responsibilities

  • As long as this service can be supported under the current WAN rate, DTS will be responsible for all vendor costs associated with the purchase, installation and maintenance of the necessary equipment and software to provide the infrastructure for Cisco video services.
  • DTS will maintain the Cisco Call Manager/video services platform.

Agency Responsibilities

  • Consult with agency assigned DTS Voice Solution Engineer (VSE) for Video LAN services request(s) and modification(s).
  • Purchase IP phones with video capabilities from DTS service catalog.
  • Telecommunications online order form: http://dts.utah.gov/get-a-product-service/phones-and-phone-gear.php; select General Telecom Order.
  • Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

General Service Levels and Metrics

  • All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions.  All incidents and requests will be captured in the DTS Help Desk application.  DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
  • DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
  • The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801-538-3440 or 800-678-3440.  Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov.  Published “Business Hours” for the DTS Service Desk are 7:00 AM – 6:00 PM, Monday – Friday.  Hours of support/on-call coverage vary by agency/division/region and product.

Incident Response and Resolution Targets

Time to Initial Response Targets
% Tickets
Total Time to Resolution Targets
% Tickets

Low Priority – 1 Business Hour

85%

Low Priority – 6 Business Hours

90%

Medium Priority – 1 Business Hour

85%

Medium Priority – 4 Business Hours

90%

High Priority – 1 Clock Hour

90%

High Priority – 3 Clock Hours

90%

Critical Priority – 30 Clock Minutes

95%

Critical Priority – 3 Clock Hours

90%

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 on-line survey regarding their level of satisfaction with the support received from DTS.  Responding to the survey is voluntary.  Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.

Customer Satisfaction Targets

  • Metric Description
Target

Average level of satisfaction with resolution efforts

> 4.5 on a scale of 0 – 5

Percentage of respondents satisfied or better with service received

93% of respondents satisfied

Post Updated: March 15, 2017
Posted On: March 14, 2017

DTS Employee Cell Phone

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This information is restricted.
Please log in to access.

Log In

Post Updated: April 13, 2016
Posted On: April 12, 2016

Phones, Lines, and Accessories

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General Telecommunications Order Request:

  • New Install
  • Phone Move
  • Phone Disconnect
  • Change a Feature in Programming
Post Updated: July 2, 2019
Posted On: March 15, 2016

Universal Telecom Rate for Voice Monthly Service

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The Department of Technology Services (DTS) provides Voice Services to all Executive Branch agencies. Voice Monthly Services include the planning and implementation of basic phone services (dial tone) throughout the State of Utah.

The Judicial and Legislative Branches of State government and other governmental entities, e.g., cities, counties, colleges, universities, K-12, etc. have the option of receiving basic telephone services from DTS.

Features and Descriptions

Planning and Implementation

DTS plans and implements voice services for Executive Branch agencies and other branches of state government if/when requested.

Installation

DTS coordinates and installs lines, trunks, circuits, hardware, etc. in support of voice services.

Voice Monthly Service (Basic Telephony Services – URate)

Provide basic services (dial tone) to State employees.

Voice Monthly Service (URate) applies to services provided by the telephony system, e.g., Private Branch eXchange (PBX), key system and Voice over Internet Protocol (VoIP).

The URate is applicable for customer requirements that are dependent upon services or features provided by the telephony system, such as call forwarding to a cellular device from a business number regardless of a physical desk phone or the State network in support of voice services, such as VoIP solutions. Agencies employing VoIP systems, State or cloud hosted, will be billed the URate for each end-user.

Dedicated business lines (1FBs) for faxes, modems, monitoring equipment, and so forth, to meet agency business requirements, are billed at Cost Plus 10% (1FBCP).

Voice Mail

DID Service

Direct Inward Dial (DID) services allow outside callers to dial inside an agency without going through the attendant.

7-1-1 Dialing

7-1-1 Dialing assists employees and or citizens who are deaf, hard of hearing, or speech disabled and who use a Teletypewriter (TTY) device.

911 Service/Access

When possible, DTS-owned telephony systems will be programmed to permit the dialing of both 911 and 9-911 when reporting an emergency.

Carrier and Vendor Services Provided

Note: Feature selection is dependent upon location, customer base and vendor provided services

  • 7-1-1 Dialing
  • Music on Hold
  • Extended Calling Area
  • Long Distance Access
  • Call Waiting
  • Caller ID
  • Last Call Return
  • Call Forwarding
  • Directory Listing
  • Foreign Directory Listing

UPS Power Back-Up

PBX and key systems are powered by Uninterrupted Power Supply (UPS) systems for a minimum of 15 minutes in the event of a power outage.

Repair and Maintenance

24×7-repair service – DTS utilizes vendor technicians and DTS technicians to perform installation and repairs: normal business hours and on-call.

Features Not Included

Dedicated Business Lines

Dedicated business lines (1FBs) for faxes, modems, monitoring equipment, and so forth, to meet agency business requirements, are billed at Cost Plus 10% (1FBCP).

Additional Agency Requested Trunking

During the VoIP/SIP deployment process, if an agency requests from DTS to retain any traditional voice service connectivity, e.g., PRI circuit(s) and/or additional 1FB line(s) to meet their business continuity and/or emergency business requirements above the standard that DTS provides, then the agency is responsible for any/all costs via a Special Billing Agreement (SBA).

Call Center Application Services

Call Center applications are unique to agency business requirements. DTS offers Call Center services as separate products, for example, Call Management Services (CMS), IP Agent, analog business lines, and other telecommuter services.

Phone Sets

The purchase of telephone sets are the responsibility of State agencies or other governmental entities.

 

Long Distance

Long Distance is not included in the Voice Monthly Service Rate (Universal Rate – URate), but is available at approved rates.

Additional Services

DTS offers a variety of optional calling services through the service providers for additional charges. For information, pricing and availability of additional services, or additional instructions on using these services, visit the DTS web site at https://dts.utah.gov/product/phones-lines-and-accessories (select the  General Telecom Order Form) or call the Help Desk at 801-538-3440 or 800-678-3440.

Ordering and Provisioning

All telephone service requests must be in writing. If the request involves ten (10) stations or more, then contact your DTS Voice Solutions Engineer. For moves, installs, or changes of less than ten (10) stations, send your request via the General Telecom Order Form for Phone Services on the DTS web site.

DTS Responsibilities

Design the telephone system that will meet the needs of the customer.

Engineer and install voice systems that maintain a Grade of Service (GOS) guarantee of P.05. This means that only five percent of calls attempted receive a busy signal during the busiest hour of the busiest day. Telephone systems are engineered for an agency’s peak busy hour.

Agency Responsibilities

Contact the assigned DTS Voice Solution Engineer to plan telephone needs or call 801-538-3440 or 800-678-3440.

Submit orders to the Telecom Order Desk for all moves, adds, or changes for ten stations or less. Order requests for larger moves, adds, or changes (over 10 stations) should be submitted to the agency assigned Voice Solution Engineer.

Please review billing of services monthly to ensure accuracy. Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed.

Set up appropriate billing code for billing purposes.

Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.

Post Updated: July 1, 2019
Posted On: January 21, 2016

Long Distance

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Long Distance services allow State employees to communicate outside the local calling area. The Department of Technology Services’ (DTS) current long distance contract is with CenturyLink.

Features and Descriptions

Long Distance Calling

  • Interstate (state-to-state) calling; Long Distance service that crosses state lines.
  • Intrastate (within state) calling; Long Distance service within the state of Utah.
  • International Long Distance Calling (See Product Description for details).
  • Calling Cards.
  • Collect Calls.

Features Not Included

International Long Distance Calling

  • Ability to call internationally; management approval required (See Product Description for details).

Ordering and Provisioning

All telephone service requests must be in writing. Please contact your DTS Voice Solution Engineer or via the General Telecom Order Form for Phone Services on the DTS web site.

DTS Responsibilities

Provide Long Distance calling services to the Executive Branch agencies.  The Judicial and Legislative Branches of State government and other governmental entities, e.g., cities, counties, colleges, universities, K-12, etc. have the option of receiving basic telephone services from DTS.

Agency Responsibilities

Subscribers may make long distance telephone calls from any telephone that does not restrict long distance calling. The charges are billed to the telephone number where the call was made, unless the caller makes a collect call or bills to a credit card or third party.

Please review billing of services monthly to ensure accuracy. Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed.

Consult with agency assigned DTS Voice Solution Engineer for service options and features.

Post Updated: July 1, 2019
Posted On: January 21, 2016

Voice Mail

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Voice Messaging Services (VM) is a centralized system that allows audio messages to be recorded, stored, retrieved, and forwarded by telephone users. Voice mail is primarily used to answer calls when the user is not available, on another call, or does not wish to be disturbed.

Depending on the size of the services provided (a Private Branch eXchange (PBX) or key system) and location, the customer will be provided with the appropriate messaging system.  

Product Features and Descriptions

Voice Messaging Services

Some or all of these features are available depending on the services provided:

  • Call Answering
  • Record Messages
  • Record Personal Greetings
  • Send Messages (Directly or Scheduled)
  • Address Messages
  • Receive Messages
  • Forward Messages
  • Respond to Messages
  • Delete Messages
  • Store Messages
  • Check Out Going Messages
  • Create Mail List
  • Quick Scan Messages
  • Message Notification
  • Personal Directories
  • Edit Options
  • Personal Reminders
  • Secure Messaging

Mailbox Size

Voice mail subscribers are allocated 20 minutes of storage for recorded messages; each additional allocation of mailbox storage (20 minutes) will require an additional voice mail rate.

Grade of Service

Grade of Service (GOS) guarantee is P.05. This means that only five percent of calls attempted receive a busy signal during the busiest hour of the busiest day. Telephone systems are engineered for an agency’s peak busy hour.

Unified Messaging

Unified Messaging is the integration of different communication sources (e-mail and voicemail) into a single, or, unified ‘message store’, accessible from a variety of different devices.

This service may or may not be available to customers at all state supported locations.

UPS Power Backup

PBX and keys systems are supported by an Uninterrupted Power Supply (UPS) for a minimum of 15 minutes in the event of a power failure.

Repair and Maintenance

24×7 repair service. DTS retains vendor and DTS service technicians to perform installation and repairs.

Features Not Included

Additional Services

DTS offers a variety of optional calling services through the service provider for an additional charge. For information regarding these services please contact the agency assigned Voice Solution Engineer or the DTS Help Desk at 801-538-3440.

Ordering and Provisioning

All telephone service requests must be in writing. Please contact your DTS Voice Solution Engineer or send your request via the DTS on-line order form.

DTS Responsibilities

Determine the appropriate voicemail system for each location supported by DTS.

Monitor all systems and replace or upgrade as necessary.

Agency Responsibilities

Contact the assigned DTS Voice Solution Engineer to plan telephone needs or call 801-538-3440 or 800-678-3440.

For agencies requesting voice mail and/or auto attendant services in locations where the user count (rate payers) does not recover the costs of such services, the requesting agency must pay a one-time charge and/or a monthly fee (Special Billing Agreement) for the necessary installation of services. Under this premise, the agency is responsible for system costs, including installation, hardware, software, and required upgrades. The $3.00 per month user rate applies.

Please review billing of services monthly to ensure accuracy. Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed.

Notify DTS Customer Support Center of any technical incidents by calling 801-538-3440 or 800-678-3440.

Contact DTS to plan telephone needs by contacting the agency assigned DTS Voice Solution Engineer or by calling 801-538-3440 or 800-678-3440.

Although Voice Messaging Systems include standard features, not all systems installed by DTS will include the same features. For questions regarding your voice mail system, contact your DTS Voice Solution Engineer or contact the DTS Help Desk by calling 801-538-3440 or 800-678-3440.

Post Updated: March 7, 2019
Posted On: January 21, 2016

Telephone Technician Labor

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The Department of Technology Services (DTS) Technicians install, maintain, and repair a variety of telecommunication services including, voice system hardware, connectivity and other associated communication equipment and services.

Phone Tech Labor Telephony Features and Descriptions

Telephony Services Installation and Maintenance

DTS Technicians are certified by the vendor to install, maintain and service telecommunication equipment in support of telephony services.

Network Phone Tech Labor

Support and maintenance of network services and equipment.

Ordering and Provisioning

Customers may contact the agency assigned Voice Solutions Engineer, or they may contact the DTS Customer Support Center to report a problem or request services 801-538-3440 or 800-678-3440.

DTS Responsibilities

  • Troubleshoot and diagnose problems, make adjustments, repairs, and or perform preventive maintenance on above equipment.
  • Completion of requested services (Total Time to Resolution) is contingent upon delivery and receipt of all required hardware and materials by a DTS Technician—The Total Time to Resolution “Clock” begins with receipt of all required parts.

Agency Responsibilities

  • Notify the DTS Customer Support Center of any problems by calling 801-538-3440 or 800-678-3440.
  • Provide accurate billing information.
  • Please review billing of services monthly to ensure accuracy. Discrepancies should be discussed with DTS Accounting within the fiscal year in order for adjustments to be approved and processed.
Post Updated: July 1, 2019
Posted On: January 21, 2016