Download the complete service offering docx format of telecomm_services_definition.doc


1. Description of Service

MassIT provides Unified Communications (“UC”) technologies and services, now known as “MassVoice”, to forty plus Commonwealth agencies today, with great potential for expansion to many other Commonwealth agencies. MassVoice benefits include improved communication features, functionality and upgraded hardware/handsets provided at a much lower cost than a private voice provider would be able to offer. It also enables MassIT to provide agencies with other advanced communications options that might otherwise be unavailable.

The forty agencies are connected to an 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 Fiscal Year 2017, the MassVoice offer was expanded to include Cisco VoIP as part of the core solution.

The solution is a cloud offering, which is owned and maintained by Future Technologies Group, Inc. (“FTG”), through the Commonwealth of Massachusetts ITT50 Statewide Contract.  The core-connected agencies are located in the State House, One Ashburton Place, SDC, MITC, and in the Saltonstall Building, with remote locations spreading across the Commonwealth.

In addition, MassIT manages voice circuits connected to the MassVoice through the ITT46 contract.  These circuits known as the “Shared Trunk” consist of three 20mb SIP trunks located in Boston, Springfield, and Chelsea.  In addition to these circuits, there are two PRI circuits in Boston and one at SDC, which 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 connected via MAGNet/MPLS connectivity back to the core system and local survivable trunking when required.

This product offering includes:

VoIP, PBX, Call Management System (CMS) and Voicemail  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.

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



Support services include:

2. Service Targets and Metrics


Service RequirementDescription

Service Availability

Service is available 24X7.

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 for managing incidents, requests and changes.

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:

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.

Telecommunications currently does not use MassIT chargeback services. Agencies utilizing MassVoice will be billed directly by FTG for their usage. The rate for MassVoice subscribers will be $14.45 per billable extension (seat). 


Reviewed February 27, 2017
Updated February 27, 2017
Published: May 7, 2010
Created April 2, 2009: Information provided by the Infrastructure Services Team