Effective Date: May 1, 2018
Review Date: April 30, 2021
Version: 001.0
Product Manager: Brett Shaw
Phone: 801-537-9090
E-mail: bshaw@utah.gov

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).  

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

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

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

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

Purpose

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

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.

Risks and Mitigations

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

Customer Satisfaction Surveys and Reporting

Customer Satisfaction Targets

General Telecommunications Order Request:

• New Install
• Phone Move
• Phone Disconnect
• Change a Feature in Programming

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).

Note; As part of the VoIP/SIP deployment process, DTS provides two (2) Flat Rate Business (1FB) lines for emergency 911 services.

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.

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.

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.

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.

Internet Protocol (IP) Video conferencing provides real-time, face-to-face communications with partners, clients, contractors and employees over a broadband network eliminating the need for travel.

IP Video Conferencing allows two or more locations to interact over the State data network. This can be as simple as a conversation between two people in private offices (point-to-point) or as complex as multiple sites (multi-point) each with more than one person situated in large rooms.

Bridging services allow video conferencing to connect to multiple sites. This service is provided by the Utah Education Network (UEN). DTS has contracted with UEN to utilize existing Multiple Control Unit (bridging) resources, and existing UEN backbone connection where feasible. Customer agencies must comply with UEN requirements in order to use these services; see Ordering/Provisioning below.

Features and Descriptions

IP Video Conferencing Network

DTS utilizes its Wide Area Network services to provide video conferencing services throughout the State; services include policy based routing to ensure bandwidth and high reliability.

Bridging Capabilities

Multi-site meeting services provided by UEN. See UEN bridging services below.

Remote Management/Support and Service

Remote management/support services provided by UEN; Sites must be certified by UEN for support. See Customer Certification below.

Panoramic View

Clear picture, able to see all participants within the room.

Features Not Currently Supported by DTS

Desktop Video

Desktop Video uses the PC to carry the video.

Ordering and Provisioning

New Installations

Installing video equipment at a new or additional site requires the expertise and coordination of DTS Network Engineering, CenturyLink, and video conferencing equipment vendors on contract.

To install video equipment at a new or additional site:

1. Contact DTS Network Engineering for equipment consultation and projected costs of installation and monthly service.
2. Agree to and sign a special billing agreement for monthly connectivity and maintenance service.
3. Upon advisement from DTS Network Engineering, place order for equipment with the vendor on contract. Inform DTS of expected delivery date of equipment so installation of equipment and circuits may be coordinated.
4. DTS will coordinate the installation of the network facilities and video room equipment with the equipment provider and the agency.
5. The equipment provider will install the equipment and train the agency on the use of the video room equipment.
6. Contact DTS Network Engineering for equipment consultation and projected costs of installation and monthly service.
7. The equipment provider will install the equipment and train the agency on the use of the video room equipment.

Bridging Services

A bridge is required for video conferences with more than two end points. Bridging services are provided by the Utah Education Network (UEN).

The Utah Education Network (UEN) and the Department of Technology Services (DTS) agree to partner on interactive video conferencing services and support (IVC) for State agencies currently utilizing DTS network services.

UEN Room Certification & Standards

For new installations, DTS agrees to work with UEN to ensure standards-based equipment and codec specifications for DTS customers. UEN and DTS will work together on best efforts to support existing legacy end-points. DTS agrees to use current UEN process certification standards in registering and certifying any new locations for services; UEN will have the final determination in certifying a DTS customer for all IVC events supported under the UEN/DTS agreement (see UEN/DTS SBA/MOU).

Room Certification Process, Policy and Checklist (see below)

Bridging Service Scheduling

Certified video conferencing customers or agencies may schedule a video conferencing bridge through DTS by contacting the DTS Help Desk at 801-538-3440.

Agency customers acknowledge that UEN bridging resources must go towards providing support to educational network events as a first priority.

UEN Video Services:

• Tier 1 response for all IVC system problems, diagnosis, troubleshooting, immediate resolution, escalation of end point devices/equipment and network equipment
• End site equipment testing, certification, and registration
• Real time monitoring and auditing of all events
• Public and private entity support
• IVC event streaming services for live and archived web streaming
• Tier 2 engineer support
• End to End IVC infrastructure support and maintenance
• Tier 1 escalation and resolution support
• Advanced problem resolution
• New product development
• Engineering support to all stakeholders

Agency customers will contact the DTS Service Desk for first point of contact in problem resolution.

UEN Network Operations Center (NOC) Monitoring and Support

The UEN NOC will monitor and assist in any network troubleshooting and resolution to any DTS client locations where possible. DTS acknowledges that the UEN NOC resources must go towards providing support to educational network operations as the UEN NOC’s first priority. The UEN NOC agrees to monitor the network performance to the extent of its capability and assist DTS when problems arise.

DTS Service Desk

801-538-3440

800-678-3440

UEN Video Technical Services Support Center (TSSC)

800-863-3496

DTS Responsibilities

• Provide recommendations for video equipment compatible with the network and supported by contracted vendors.
• Administer the special billing agreement with customer agency.
• Provide network connectivity in support of video conferencing services.
• Initiate testing of network connectivity in the event of video conferencing failure.
• Coordinate testing/trouble-shooting with UEN and applicable vendor services.

Agency Responsibilities

• Consult with DTS Network Engineering on equipment compatibility and network readiness prior to equipment purchase and / or installation.
• Provide ELCID for billing of services (Special Billing Agreement).
• Enter into a Special Billing Agreement with DTS that defines the requested video services and any associated fees to provide the required network services to support the agency’s business requirements.
• Purchase equipment from the vendor on contract in coordination with DTS Network Engineering.
• Purchase vendor equipment maintenance on video conferencing equipment.  
• Certify video equipment and connectivity with UEN; DTS will assist in the certification process (see below).

One-Time Charges

DTS will install all hardware, software, and facilities necessary to connect the agency customer’s video conferencing equipment to the State WAN.