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1. Description of Service
MassIT provides Unified Communications (“UC”) technologies and services, now known as “MassVoice”, to forty Commonwealth Agencies today, with great potential for expansion to many others. MassVoice benefits include improved communication features, functionality and upgraded hardware/handsets provided at a much lower cost than a private voice provider. MassIT is also able to provide agencies with additional advanced communications options that might be otherwise unavailable.
The forty agencies are connected to Avaya S8700 IP-PBX Complex Release CM6.3, with duplicated control servers, Avaya Session Enablement Servers (SES), Avaya System Manager, Avaya Session Managers, Avaya Call Management System (CMS) R17, and an Avaya Aura Messaging Voicemail System. The system is capable of VoIP (SIP and H.323) communications and is expandable to 33,000 users in its current configuration. AT the beginning of FY17, the MassVoice offer will be expanded to include Cisco VoIP as part of the core solution.
The equipment is owned and maintained by Avaya, through the ITT12 contract. The connected agencies are located in the State House, One Ashburton Place, SDC, MITC, and in the Saltonstall Building. The remote locations include MCAD (Springfield), MassHR (Boston), and EEC (Boston, Taunton, Springfield, Lawrence, Quincy, and Worcester), Mass Gaming Commission (Boston), CTF (Boston), and CHIA (Boston).
In addition, MassIT manages voice circuits connected to 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. In addition to these circuits, there are two PRI circuits in Boston and one at SDC that are used for business continuity if the SIP trunk becomes unavailable. 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 when required.
This product offering includes:
PBX, CMS, and Voice Mail Management
- Provide design and planning of MassVoice communication services and provision of services to agencies on MassVoice.
- Provide ongoing 24x7x365 monitoring, management and maintenance of MassVoice Premise Equipment.
- Provide technical, consulting, design and implementation services, including site assessments, for MassVoice agencies.
- Identify, troubleshoot and resolve technical issues with the Avaya PBX and Aura Messaging Voicemail systems.
- Administer all soft moves, additions, and changes (“Simple MACs”) for approximately 4,600 users and provide “complex” change management activities (“Complex MACs”).
- Provide on-site technician dispatch, if necessary.
- 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.
- Provide support for change orders.
- Provide support for unscheduled service outages in a timely manner.
- Provide a MassVoice Internet Web Portal for MassIT agencies for 24x7x365 real-time access for project oversight and trouble-ticketing.
- Provide reports related to MassVoice services.
- 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
- 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
Support services include:
- A Service Account Manager to answer any questions or concerns regarding MassIT Services.
- Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp).
- The online COMiT service management portal .
- MassIT's Chargeback Billing System.
2. Service Targets and Metrics
|Replacement of Failing Components||8:30 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 Fulfillment||Staff 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:
|Extension Inventory||This 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*||Description||Lead 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.|
|New Telephone Hardware||This request is for new telephone hardware and handsets.|
|Modify Telephone Hardware||This request is to change or modify existing telephone hardware and handsets.|
|New Telephone Extension||This request is for a new telephone extension.||3 days|
|Modify Telephone Extension||This request is to change or modify existing telephone extensions.||3 days|
|Voice Mail||This request is to provide new voicemail services.||3 days|
|Modify Voice Mail||This request is to reset voice mail password, voicemail refresh, or to change voicemail services.||3 days|
|Contract Consultation Services||This 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 .
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.
The rate for MassVoice subscribers will be $13.50 per billable extension (seat) and $9.50 per remote extension through June 30, 2015. This cost is based on each agencies portion of the total users on the MassVoice and is determined by ITT50. Under this contract, FTG is the vendor of the choice for the MassVoice. FTG will bill each agency utilizing MassVoice directly for their usage based on the Rate Schedule below.
Reviewed October 14, 2015
Updated October 14, 2015
Published: May 7, 2010
Created April 2, 2009: Information provided by the Infrastructure Services Team