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Customers who exclusively use a softphone will be billed one (1) FY 20 Urate: $32.86 per softphone.

Customers who have both a standard desk phone and a softphone will only be charged for one (1) FY 20 Urate: $32.86 per month.

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Avaya Softphone

Avaya Softphone

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. 

Technical support is available during business hours Monday through Friday from 8 am to 5 pm.

Softphone services are NOT supported in a call center environment. Please contact your assigned Voice Solutions Engineer (VSE) for more information.

Agencies requesting Softphone services must follow the State Teleworking Initiative Process.

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.

Note: Customer agencies should provide a secondary form of communication for situations where a disruption of voice services occurs. Mobile cell phones are an excellent backup for these situations.

  • 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 Windows 10, per Microsoft 2 GB recomendation
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 x 768 or higher resolution; network interface card
Headset USB headset for this computer mode

Softphones are configured as part of the data network. 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 C5210

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 C5220

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

NOTE: Bluetooth devices can cause interference with other (in-range) Bluetooth devices. These devices may work; however, “wired” devices provide a consistent, non-interference user-experience.

DTS trouble-shooting efforts are strictly for customers using supported “wired” headsets and not for bluetooth devices.

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:

https://dts.utah.gov/product/phones-lines-and-accessories

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).

If you are requesting more than ten (10) softphones, please contact your 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.

All phones must go through a provisioning process.

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

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.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

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. 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

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