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Cisco IP Softphone

Cisco IP Softphones

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 5000 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 per softphone. Customers who have both a standard desk phone and a softphone will only be charged for one Urate.

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