Agencies
Services
Category:
Telecom
Description
The Enterprise Voice over Internet Protocol (VoIP) Service applies communication technology in conjunction with IP data networks rather than traditional public switched telephone networks (PSTN). VoIP technology will enable you to make and receive telephone calls with your desk PC and phone communicating through the same LAN cable to your desk. VoIP is a proven and cost-effective solution as the State of Illinois migrates from leased phone lines to a State-owned enterprise VoIP system offering advanced features.
DoIT telecommunications services are available to all State of Illinois agencies, boards, commissions, universities, Offices of the Illinois House and Senate, and Constitutional Officers connected through the Illinois Century Network (ICN).
Product Features
- Basic VoIP: Includes dial tone and voice mail with visual display/email integration
- Fax or Multi-Function Devices (MFDs): Includes dial tone for non-VoIP devices such as fax machines or MFDs, plug into Analog Voice Gateways (VGs) (LAN equipment) to convert the device to VoIP
- Mail & Messenger: Basic, Analog phones, enhanced, professional devices. Mail & Messenger charge if device is located in a building that is served by Mail & Messenger service
- Cisco Unified Attendant Console: Used with Attendant Console a web-based option that is not used with side cars
- Informacast: Used with basic, enhanced and professional devices and provides the ability to page internally
- Contact Center Agent: Used with basic, enhanced and professional devices and provided basic Call Center functionality
- Smart Record Audio: Used with basic, enhanced and professional devices and provides ability to record audio of calls
- Smart Record Screen: Used with basic, enhanced and professional devices and provides screen capture ability during calls
- Upstream: Used with basic, enhanced and professional devices and provides Call Center Agent desktop software
- Work Force Management (WFM): Used with basic, enhanced and professional devices and provides automated scheduling for Call Center staff base on historical call
- Cisco 7841: 1 gigabit phone used for Basic and Contact Center users
- Cisco 8945: Basic user phone with built-in video
- Cisco 8831: Cisco Conference Phone
- Cisco 8851: Cisco Phone for Attendant Consoles
- Cisco 8851: Side Car: Used with Cisco 8851 Attendant Console
- Local: Calling from a VoIP phone or multifunction device
- Long Distance: Calling from a VoIP phone or multifunction device
- Presence: Used to display availability status of other contacts or to display you own availability
- Chat: Secure instant messaging/chatting between individual and/or multiple Jabber contacts
- Voice: Place, answer and listen to voice mail call from your desktop or laptop
- Desktop Sharing: Share your desktop with other Jabber contacts
Inside wiring
Standard
VoIP Options and Usage
VoIP Phones
Toll Billing
Phone Control and Collaboration
Available at no extra charge for Illinois.gov users, Jabber is a collaborative communications application for Windows PCs and Mac that can be used with or without a VoIP phone. Jabber streamlines communications and enhances productivity by unifying presence, instant messaging, voice, voice messaging, desktop sharing and conferencing capabilities securely into one client on the end-user's desktop.
Functions and features include:
Features Not Included
Rates and Billing
| Item | Install | Monthly |
|---|---|---|
| Basic VoIP (For Single Phone Installations) | $ 104.50 | $ 17.00 |
| Fax/Multi-Function Devices | $ 65.00 | $ 1.00 |
| AT&T Line Charge | N/A | $ 0.36 |
| Options | Install | Monthly |
|---|---|---|
| Cisco Un Att Console | $ 1,300.80 | $ 11.15 |
| Informacast | $ 31.75 | $ 1.00 |
| Contact Ctr Agent | $ 982.80 | $ 12.00 |
| Smart Record Audio | $ 266.25 | $ 4.15 |
| Smart Record Screen | $ 98.25 | N/A |
| Work Force Mgmt | TBD | $ 13.45 |
| Upstream | $ 854.10 | $ 14.75 |
| Toll Billing | Rate (per minute) |
|---|---|
| Local | $ 0.02 |
| Long Distance | $0.06 |
Note: No "Local" fee if device is converted in conjunction with Centrex migration
Ordering and Provisioning
Service can be procured, modified or cancelled by selecting the "Order Services" button near the top of the right pane.
DoIT Responsibilities
- Service provisioning and implementation
- Incident resolution
- Routine maintenance
- Administer complete range of VoIP-associated services provided through IP telephony.
- Provide assistance with the appropriate product and service mix to fulfill specific short and long-term customer needs
- Automated agency billing - included in monthly call detail provided by DoIT Business Services
- Detailed trouble tickets documenting repair/maintenance issues through to successful resolution
- Coordination of training in the efficient use of products and services
Agency Responsibilities
- Develop and implement agency governance to ensure staff compliance with DoIT incident reporting and request requirements
- Perform a routine review of billing for errors, underutilized service, special features and equipment
- Provide a designated agency contact and related contact information
- Perform an annual reconciliation to ensure accurate assignment
Service Levels and Metrics
- Programming changes within 10 business days
- New phones within 20 business days
- Admin Box Info within 2 business days
Service Fulfillment/Provisioning
Staff will respond to service requests during the published business hours. DoIT targets to provision this service as follows:
Incident Response and Resolution
All incidents reported to DoIT will be captured in the DoIT service management ticketing system and addressed according to the Incident Management Guidelines.
To report an incident, click here Report Problems Form or contact the DoIT Service Desk at 217-524-3648 (Springfield) 312-814-3648 (Chicago).
Service Availability
This service will be available 24/7 excluding planned outages, maintenance windows and unavoidable events.
Telecom Services
Related Resources
- VoIP Requirements
- VoIP Maintenance Bulletin
- Incident Management Guidelines
- Finesse Training Agent 12.5
- Finesse Training Supervisor 12.0
- Finesse Software Hardware Requirements 12.0
- Finesse Release Notes 12.0
- Finesse Agency Comm 12.0
- Finesse Demo Video 12.0
- Finesse Day 1 Support 12.0
- UCCE Admin Training 12.5 (NEW)
- 7821, 8831, 8851 Training
- 8945 User Training
- 7841 Agent Training
- 8831 Reference Guide
- 8851 Reference Guide
- 8945 Reference Guide
- Clear Edge Cache v.1
- Clear Edge Cache v.2
- Clear Edge Cache v.3
- Clear Chrome Cache
- Clear Firefox Cache
- Clear IE Cache
- Jabber User Guide
- Jabber FAQs