| Voice Services - Phone and VOIP |
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| Description |
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Voice Services provides telephone communications over traditional lines or by Voice over Internet Protocol (VOIP). Voice Services provides voice technologies for state agencies throughout Oregon. It is their goal to provide accurate, reliable sustainable technologies, contracts, and information that are sound from a budgetary standpoint as well as a technological and architectural perspective.
VOIP enables voice conversations to be sent over customer LANs, the SDC WAN, and the Internet in place of traditional phone circuits. Voice mail, caller ID, call forwarding and other usual and customary services associated with traditional phone service are typically part of a VoIP package. Additional services that may be available include softphones (i.e., a software-based phone that requires using the computer to make and receive calls) and unified messaging (which allow users to receive and access voicemail messages through their e-mail client).
Voice Services takes an oversight role in all state agency voice projects, assisting, educating, and coordinating customers and vendors through necessary processes and procedures. Our role ensures that all associated state standards, contracts, statutes and administrative rules are adhered to for risk mitigation and assurance of a quality project result.
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| SDC Responsibilities |
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- Process Telecommunication Service Orders (TSO) with contracted vendors on behalf of state agencies
- Acquire VOIP-enabling server products and manage licenses
- Install VOIP-enabling server products on SDC-managed hardware platforms and configure the VoIP hardware and application for proper call handling and routing
- Maintain current product release levels[1]
- Local Area Network configuration required by VOIP for SDC Local Area Network supported customers
- Define and manage log and archive files
- Monitor, troubleshoot, and tune environments for optimum performance and availability
- Consult with vendor technical support staff to escalate issues that cannot be resolved internally
- Notify customers of requested customer and SDC upgrades and changes
- Patch and upgrade VOIP-enabling server products
- Perform move, add, change and disconnect (MACD) work for users at sites which are served with VOIP
- Troubleshoot and repair VOIP
- Perform VOIP-related training
- Complete the required Change Requests needed to complete the TSO
[1] SDC policy on supported software versions will be developed at a later time
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| Customer Responsibilities |
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- Determine customer telephony needs and order products through TSO process
- Provide information related to number of users, floor plans, desired call routing and handling and desired end-user telephone configuration as a part of the VoIP implementation planning process.
- LAN configuration required for VOIP for those customers supporting their own network
- Perform impact analysis of proposed changes on the customer’s applications and end-user commitments
- Test requested capabilities prior to general release to customer’s end users
- Coordinate schedules of upgrades and product releases so that important customer activities (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes
- Provide estimates of resource utilization, expected growth, and planned staff moves in terms of numbers of phones needed by when and where
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| Who to Call |
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Your account manager can help answer any questions you have about this service, contact the SDC Service Desk at (503) 373-1000 or e-mail SDC Service Desk.
What to ask for:
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VOIP Telephone Service Installation
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VOIP Upgrade
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VOIP Move, Add, Change and Disconnect
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VOIP Location Move
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| Other |
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Service Levels:
Service levels to be provided in later revisions of this document.
Special Change Management Procedures:
None - a TSO form is used for all telephony requests.
Related Policies:
None Revision History:
Draft - June 18, 2007
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