IT Service Catalog FY 2018-19

Telecom/VOIP Voice over Internet Protocol (VoIP) is a general term for a family of transmission technologies for delivery of voice communications over IP networks such as the Internet.

INCLUDES:

BASIC SERVICES • Inbound and outbound calls • Audio- conferencing

How do we charge? Basic services: Fixed price per month (Appendix A) Major cost drivers • Number of devices in use • Hardware acquisition • Hardware support • Operations and engineering support

• Voice mail • Emergency responder

• Single line phone • Multi line phone • Multi line phone with voicemail • Add-on module • Analog (fax, modems, TTY, etc) • Panic Button Installation

RESPONSE TIME

Available Loaner Equipment • International phone • Conference Phone

Priority Critical

Time

4 Hours

High

Same Day

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 96% of phones installed within 5 days 96% of phone repairs complete within 3 days

Medium

3 Days 5 Days

Low

Contact: Gerrad Bife Telecommunications Manager 336-373-2333

How can you help? 1. Limit your long distance calls. Additional fees are charged for long distance. 2. Enter a Help Desk ticket online to have unused phones picked up and taken of your account. ••••••••••••••••••••••••••••••••••••••••••••••••• • • • • • • • • • • •

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FACT:

In 2017, on average, the highest call volume happened on Tuesdays at 3 pm.

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