Main Menu Dept. of Technology Services Search

Rate

Customers who exclusively use a softphone will be billed one (1) FY 20 Urate: $32.86 per softphone and a FY 20 Jabber rate: $4.99 per month.

Customers who have both a standard desk phone and a softphone will only be charged for one (1) FY 20 Urate: $32.86 and the FY 20 Jabber rate: $4.99 per month.

Order Product/Service

Cisco IP Softphone

Additional Information

Cisco IP Phone 88XX Phone Training

Cisco IP Softphones

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.

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

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

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

The hours of support required for Cisco IP Softphones are listed below.

Hours of Support

Application

Support Hours

Days of Week

Cisco IP Softphones

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

Monday through Friday

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.

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.
  • 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.

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 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 Blackwire C5210

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 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.

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) FY 20 Urate: $32.86 per softphone and a FY 20 Jabber rate: $4.99 per month.

Customers who have both a standard desk phone and a softphone will only be charged for one (1) FY 20 Urate: $32.86 and the FY 20 Jabber rate: $4.99 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.

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

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*

Cisco IP Softphones

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. 

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