Basic Phone Service

Overview – Basic Phone Service

The basic standard phone offering consists of phone service/dial tone, basic feature and functionality, standard programming of phone, ability to make and receive calls, personalized phone number and voice mailbox.

Included

  • Enterprise-wide phone service
  • Standard programming of desk phone
  • Unlimited calling within US
  • Personal phone number
  • Voice mailbox
  • Trouble shooting and repair coordination/tracking
  • A single source to engage OIT services for all your technical inquires
  • Courteous, timely and effective service
  • Problem resolution by a skilled technician
  • Coordinated delivery of services in the most effective and efficient way possible
  • All labor and travel costs are included for basic phone service
  • Tracking of issues in the Footprints ticketing system
  • A clear and concise plan of action for each issue based on the criteria outlined below in the Service Level Targets & Availability section

Service Level Targets & Availability

  • Standard Service Level Agreement based on customer Priority preference requested within Footprints
    • Low Priority - Maximum two business days to reply and resolved within 10 business days or less
    • Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
    • High Priority - Maximum 4 hours to reply and resolved within 2 business days
    • Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours
  • Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
  • Outside hours by special arrangement with an agency
  • Limited support is available for after business hours, weekends, and holidays

Service Rates: Please see the MaineIT Rate Table

Options Available for Additional Charge (per quote)

Equipment:

  • Standard desk phone - $170
  • Conference room phones (wireless or wired)
  • Headsets (wireless or wired) with adapter cord
  • Power failure phones
  • ADA compliant equipment
  • Phone Expansion Module (Side Car) - $160
  • Install basic phone; quote will be provided
  • Other (consult with Telco lead)

Options Available for Additional Charge (per quote):

  • Call/Contact Management System - call/contact center functionality and reporting stats
  • Auto Attendant - digital assistant that routes callers automatically
  • Interactive Voice Response (IVR) - automatic response system
  • Proactive Outreach Manager (POM) - automatically generates outgoing calls for agents
  • First in Line (FIL) - Allows caller scheduled called back while keeping their place in queue
  • Workforce Management – call/contact center staff scheduling levels
  • Quality Management - Allows for recording of calls for training/scoring purposes
  • Custom Feature Programming - $350/hr
  • Ring Central - faxing service
  • TTY Numbers/Maine Relay services
  • International calling – rates vary per country per minute and time of day
  • 800 toll-free service (inbound instate or out of state)
    • Estimated one-time activation fee of $74
    • Monthly recurring charge estimated at $3
    • 800 Usage charged $.03/min
  • Directory Listing
    • Published number per listing - $4.50
    • Unpublished number per listing - $3.80
    • Non-directory listing - $5.45
  • Analog Line (POTS, Centrex, 1B, fax line, etc.)
    • Monthly recurring charge
    • Toll calls
    • Directory listing
  • Disaster Recovery/Business Continuity/High Availability
    • Local survivable process (Gateway) – monthly recurring charge
    • PRI – monthly recurring charge
    • Analog line – monthly recurring charge
  • Circuits - several types (not exclusive)
    • Alarms
    • Environmental
    • Radio
    • Trunks
    • DSL (air monitoring stations, etc.)
  • Specialized voice equipment:
    • Standard desk phone (specific to SOM phone system) - $170
    • Phone Expansion Module (Side Car) - $160
    • Conference room phones
    • Headsets
    • Power failure phones
    • ADA-compliant equipment
    • Other
  • Wiring services:
    • Voice and data - internal and external
    • Analog Moves - inside and outside
  • Wireless wire run and termination is a one-time event and billed per request
  • Escort access - $60/hr
  • Project Implementation
    • Relocating or installing new telephone extensions for an entire building or agency move is called a project:
      • Should go through your OIT Coordinator to submit a service order request
    • Consulting services
    • Project management for modern technologies or replacement of old technologies (see PMO service catalog)

Customer Expectations

  • All options available for Additional Charge. Will be procured through OIT Voice Services
  • OIT Voice Services will engage commercial/vendor service providers on your behalf
  • Voice and data wiring must conform to the State of Maine standards; please review at https://www.maine.gov/oit/sites/maine.gov.oit/files/inline-files/wiring-specs.pdf
  • Provide a completed service order with requirements
  • Be available and responsive to OIT Voice Services requests (phone calls or emails)
  • Finalize set up of voice mail greeting per instructions (see Telco Coordinator)
  • Report technology issues timely
  • Provide the technician access to and availability of systems and components involved
  • Ensure a clean and safe work environment
  • Provide a two-week notice for all new user requests; less than a two-week notice may result in delayed or incomplete orders
  • Provide an accurate description of expected use
  • Billing code
  • Clean AC power
  • Adequate desk space
  • Network jack within 6 feet of phone

To get help or order this service

  • Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization
  • Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Footprint ticket in the “Telephone Work Orders” workspace at https://footprints.state.me.us/footprints/telco.html
  • Report trouble with service:
    • Call OIT Service Center at 624-7700 and assign to ‘Voice Troubles’

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