Download the complete service offering docx format of telecomm_services_definition.doc


1. Description of Service

MassIT provides phone and voicemail technology to 40 State Agencies with potential to expand to others.  The 40 State Agencies are connected to an Avaya 8720 IP-PBX complex with duplicated control servers, Session Enablement Servers (SES), System Manager, Session Managers, and an Aura Voicemail System.  The system is capable of VoIP (SIP and H.323) communications, and is expandable to 33,000 users in its current configuration.  The equipment is owned and maintained by Avaya, through the ITT12 contract. 

In addition, MassIT manages voice circuits connected to the MassVoice through the ITT46 contract.  These circuits known as the “Shared Trunk” consist of three 20 mb SIP trunks located in Boston, Springfield, and Chelsea. There are also two PRI circuits in Boston that are used for business continuity if the SIP trunk becomes unavailable.  There is a 30 mb virtual SIP trunk carved out of a 200 mb MPLS circuit.  This circuit passes through an Avaya SES and an Acme Packet Session Border Controller and has PRI circuits for BC/DR connectivity.  Additional circuits are located at the State House for business continuity.  Remote locations are supplied with MAGNet/MPLS connectivity back to the core system and local survivable trunking.

Today this product supports 4,600 users and is based on volume pricing per seat.  As additional agencies utilize the MassVoice, the per seat cost is decreased.   

This product offering includes:

PBX, CMS, and Voice Mail  Management

  • Administer all soft moves, adds, and changes (MACs) for approximately 4,600 users.
  • Provide Tier I and Tier II support for users.
  • Provide Tier II support for all MassVoice agencies.
  • Coordinate regular and emergency maintenance windows with vendor by following standard change management procedures.
  • Identify and resolve technical issues with Avaya PBX and Voice Mail Systems.
  • Provide support to service requests.
  • Provide support to unscheduled service outages in a timely manner.

Project Management

  • Develop Consolidation plan by identifying additional agencies and proposing an appropriate solution for their unique circumstances.
  • Propose strategies in which the Commonwealth can decrease spending and increase value-added services.
  • Coordinate participation of all involved parties (i.e. vendors and agencies, and MassIT teams) in projects

Contract Management

  • Negotiate contract renewals and amendments
  • Ensure that vendors adhere to the Terms & Conditions of established contract(s)
  • Evaluate and/or recommend hardware and software enhancements according to contract requirements


In FY15 the MassIT Telecommunications Team and members of the shared switch community issued an RFQ for replacement of ITT12 and the services offered within. In the 2nd quarter of FY16, MassIT will be moving to this new solution called "MassVoice". MassVoice benefits include improved features, functionality, and upgraded hardware/handsets. MassIT does not anticipate service disruptions and prior to the planned rollout, MassIT will work with each customer to ensure a smooth transition. 


Support services include:

2. Service Targets and Metrics


Service RequirementDescription
Replacement of Failing Components8:30 AM - 5:00 PM Monday through Friday with a 4 hour onsite vendor to initiate component repair/exchange of critical components; 24 hour onsite commitment for non-critical pieces.
Incident Management*MassIT Service Management Office has standard processes to managing incidents, requests and changes.

Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808.
Request FulfillmentStaff will respond to service requests 8:30 AM - 5:00 PM Monday through Friday excluding holidays and weekends.





Not available at this time.  




Not available at this time.  



3. Service Reporting

The following reporting information is provided to customers as part of this service:

ReportDescriptionReporting Interval
Extension InventoryThis report provides a summary of all extensions available and used by each MassVoice Agency. Reports should be requested quarterly to coincide with Avaya's equipment audits (True-up) which is used for quarterly pricing.Upon request through the Telecommunications Team



4. Service Requests

COMiT Service Requests* DescriptionLead Time-Business Days
Telecommunications Consolidation (Systems and Circuits)This request supports EO532 IT Consolidation for customers requesting assistance in consolidating telecommunication systems and telecommunications circuits.14 days
Technical Assistance with Telecommunications systems, circuits or peripherals.This request provides technical support for existing telecommunications systems, circuits or peripherals. This request includes all configuration changes, technician dispatch, extensions ringing on multiple lines, and complex setups.


3 Days

New Telephone HardwareThis request is for new telephone hardware and handsets.


3 Days

Modify Telephone HardwareThis request is to change or modify existing telephone hardware and handsets.


3 Days

New Telephone ExtensionThis request is for a new telephone extension.3 days
Modify Telephone ExtensionThis request is to change or modify existing telephone extensions.3 days
Voice MailThis request is to provide new voicemail services.3 days
Modify Voice MailThis request is to reset voice mail password, voicemail refresh, or to change voicemail services.3 days
Contract Consultation ServicesThis request is for contract assistance.3 days

*For new service requests only. To manage existing requests, please log into COMiT.


5. Customer Responsibilities

Telecommunications customers are responsible for providing plans and user growth forecasts on a quarterly basis. Customers should utilize MassIT's COMiT Service Request system to request services from the Telecommunications Team and report outages through COMiT's incident reporting process. Customers are responsible for the procurement and replacement of Handsets and the Peripherals that work with them (i.e. external speakers, headsets, extension cords).

For your convenience, you may view a detailed list of customer responsibilities docx format of telecomm_services_definition.doc



6. Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.

Customers currently pay $13.55 per billable extension (seat). This cost is based on each agency's portion of the total users on the MassVoice and is determined by ITT12. Under this contract Avaya is the vendor of the MassVoice. Avaya direct bills customers their prorated portion of the total bill. No additional detail is available at this time.


Reviewed June 09, 2015
Updated June 09, 2015
Published: May 7, 2010
Created April 2, 2009: Information provided by the Infrastructure Services Team