IT Service Catalog FY 23-24

INFRASTRUCTURE AND OPERATIONS

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 Priority Time Critical 4 Hours High Same Day Medium 3 Days Low 5 Days

Available Loaner Equipment • International phone • Conference Phone

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

Contact: Gerrad Biffle Telecommunications Manager 336-373-2333

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

City employees made and received over 6.3 million calls during 2022. FACT:

19 IT SERVICE CATALOG • FY 2024