Voice messaging (VM) is a centralized system that allows audio messages to be recorded, stored, retrieved, and forwarded by telephone users. Voicemail is primarily used to answer calls when a user is not available, is 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.
The hours of support required for Voicemail are listed below.
Hours of Support |
||
Application |
Support Hours |
Days of Week |
|
Voicemail |
7:30 a.m. to 5:00 p.m. |
Monday through Friday |
|
On Call Support: 24×7 |
24×7 |
|
Product Features and Descriptions
Voice Messaging Services
Some or all of these features are available depending on the services provided:
- Answering calls
- Recording messages
- Recording personal greetings
- Sending messages (directly or scheduled)
- Addressing messages
- Receiving messages
- Forwarding messages
- Responding to messages
- Deleting messages
- Storing messages
- Checking outgoing messages
- Creating mail lists
- Quick scanning messages
- Message notification
- Personal directories
- Editing options
- Personal reminders
- Secure messaging
Mailbox Size
Voicemail subscribers are allocated twenty minutes of storage for recorded messages; each additional allocation of mailbox storage (i.e., additional twenty minutes) will require an additional voicemail 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.
Voicemail to Email
(Cisco VoIP)
Executive branch agencies using the Division of Technology Services’ (DTS) Cisco VoIP platform have the ability to receive voicemails in their Google Mail accounts. Although this feature is convenient, it comes with a few caveats.
The voicemail inbox and the email inbox are independent technologies and do not synchronize when a message is read. In other words, when a user listens to a voicemail in their email inbox, the voicemail box message is not marked as “read.” Users will need to manage both the voicemail inbox and the email inbox.
When voicemails traverse to email services, they become classified as email. Accordingly, the voicemails must adhere to any/all policies governing email and email storage. Voicemails, once emails, are “discoverable” under the Government Records Access and Management Act (GRAMA). For example, if an agency is required to retain seven years of emails in storage, then voicemails, traversed into emails, would be part of the agency’s email storage and, thus, would be subject to GRAMA requests.
Voicemails, if traversed into email, could be downloaded onto a computer or forwarded. Once an email is downloaded onto a hard disk (local computer), it is considered computer data, which may then follow another policy for retention.
Voicemail remains voicemail if it stays within the voicemail system. Voicemail is also subject to GRAMA requests but only to limits of the GRAMA voicemail storage policy. The voicemail storage policy is thirty days of storage (before deletion), seven days in the deleted folder (before permanent deletion), and deletion and save on-demand by the user. Thus, DTS will provide the data residing in the voicemail system storage at the time of a GRAMA request. There is no additional retention of voicemails like other types of data.
As part of the feature of receiving voicemails in Google Mail accounts, DTS does not police or audit the policy of the requesting agency. Regarding voicemails being stored as emails, it is the responsibility of the requesting agency to ensure compliance with (i.e., adherence to) the requesting agency’s internal and external policies.
Agencies using voicemail services understand and accept this product information.
UPS Power Backup
PBX and key systems are supported by an uninterrupted power supply (UPS) for a minimum of fifteen 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 (VSE) or the DTS Help Desk at 801-538-3440.
Rates and Billing
See Rate section at top-right of this product page.
Ordering and Provisioning
Voicemail
All telephone service requests must be in writing. Please contact your DTS VSE or send your request via the DTS on-line order form.
Voicemail to Email (Cisco VoIP)
To order voicemail to email, users can either:
- order directly through this product description by clicking the Order Now button at the top-right of this page, or
- access the form through ServiceNow by taking the following steps:
-
- Log in to ServiceNow.
- Open the left-hand navigation panel and click Service Catalog under Self-Service.
- Select Network/Telephony Forms.
- Click the VM to Email Request form.
DTS Responsibilities
DTS will:
- Determine the appropriate voicemail system for each location supported by DTS, and
- Monitor all systems and replace or upgrade as necessary.
Agency Responsibilities
The agency will:
- For agencies requesting voicemail or auto attendant services, or both, in locations where the user count (rate payers) does not recover the costs of such services, pay a one-time charge or a monthly fee, or both, (special billing agreement) for the necessary installation of services and:
- Be responsible for system costs, including installation, hardware, software, and required upgrades (The $3.00 per month user rate applies.);
- Review billing of services monthly to ensure accuracy and discuss discrepancies 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; and
- Contact DTS to plan telephone needs by contacting the agency-assigned DTS VSE 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 voicemail system, contact your DTS VSE or contact the DTS Help Desk by calling 801-538-3440 or 800-678-3440.
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* |
|
Voicemail |
90% |
|
Cisco VM to Email |
90% |
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
|
|
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
|
|
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
|
|
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 |
