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1. Description of Service
The Massachusetts Office of Information Technology (MassIT) provides phone and voicemail technology to 38 State Agencies with potential to expand to others. The 38 State Agencies are connected to an Avaya 8720 IP-PBX complex with duplicated control servers, Session Enablement Servers (SES), and a 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 a 30 mb SIP trunk located in Boston and connected to the Avaya System through the SES server. 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 3500 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 and Intuity and CMS Management
- Administer all soft moves, adds, and changes (MACs) for approximately 3,500 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.
- 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 EO 510 IT Consolidation for customers requesting assistance in consolidating telecommunication systems and telecommunications circuits.||3 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.
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 August 27, 2014
Updated August 27, 2014
Published: May 7, 2010
Created April 2, 2009: Information provided by the Infrastructure Services Team