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
- Moving/relocating telephone services
- Inside move: relocating telephone extensions if the extension is within the same facility and general location
- Outside move: If the extension is moving to a location outside the original facility
- Must conform to industry and State of Maine standards
- Moving/relocating telephone services
- 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)
- Relocating or installing new telephone extensions for an entire building or agency move is called a project:
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’
OR
- For reporting a trouble (i.e., was working, yet no longer is), submit a Customer Support Workspace ‘New Ticket’ in Footprints and assign to Voice Services at https://footprints.state.me.us/footprints/Customer-Support.html