Centrex provides customers a common numbering plan for unifying multiple sites in a metropolitan area. Users typically have their own direct dial number and access to local and long-distance calling.  Common on-site control equipment, such as a key system or private branch exchange (PBX), is not required

A NCDIT communication service analyst works with you to determine the viability of Centrex to meet your business needs. The analyst also supports you throughout the entire process of obtaining the service, including helping with ordering through NCDIT business services.

Centrex is a pass-through service available to customers via the N.C. Department of Information Technology's negotiated contracts with commercial service providers AT&T and Lumen. The governing contracts for these services are negotiated to provide rates and terms favorable to the state.

Customers are responsible for purchasing and maintaining their desktop telephone equipment. Examples of suitable phones include standard single-line telephone sets, feature sets equipped with a complement of button-accessed features, multi-line key telephone sets, electronic business sets and integrated services digital network (ISDN) phones (digital Centrex only).

Request Centrex

Getting Help

Support Get Technical Support
NCDIT Service Desk: 919-754-6000
Support Hours 24/7
Tab/Accordion Items


The Centrex service provides a basic feature set and is usually delivered via analog access lines, with digital lines available for larger sites.

Feature Details
Basic subscriber service


  • Three-way calling (conferencing and call transfer)
  • Direct inward dial number (allows direct calls to users)
Basic voicemail Includes busy and don't answer call coverage
Call waiting Optional
Caller  ID
  • Optional
  • Requires phone capable of caller ID
Call hold
  • Optional
  • Dial code to place calls on "hard" hold
Call transfer
International calling Unless otherwise specifically authorized, it is blocked by the vendor


  • Centrex frees you from the costs and responsibilities of major equipment ownership.
  • As a customer, you are spared the expense of having to keep up with fast-moving technology changes.
  • An NCDIT communication service analyst simplifies the process by supporting customers throughout the entire process, from determining Centrex's business viability to obtaining the service.

Request Process

To request this service, complete the TO-5 Telephone Order Request Form and submit it using the NCDIT Service Portal.


  • Service requests that incur a cost to the agency will typically require approval from the requesting agency’s CIO, financial officer or manager, depending upon your agency's requirements.

Requirements & Customer Responsibility

Required NCDIT Services None
Other Technical Requirements & Prerequisites None
Customer Responsibility
  • Agency staff are required to submit a ticket using the NCDIT Service Portal for additional support or information regarding this service. 
  • The staff and agency receiving services are also responsible for:
    • Defining requirements
    • Determining the service level offering
    • Providing a 24/7 point of contact

Expected Delivery

Acknowledgment Time The service team should acknowledge a service request within about 3 business days.
Turnaround Time The service team should be able to complete a well-defined service request within about 30 to 45 days upon successful completion of assessment and design activities.


Suggested For Any state or local government agency as well as educational institutions
Required For None
Spotlight Customers Not available

Support Process
  • Submit a ticket using the NCDIT Service Portal or contact the NCDIT Service Desk at 919-754-6000.
  • NCDIT communication service analysts support customers throughout the entire process of obtaining the service, including help with ordering.
  • After the Centrex service is installed, the Centrex service provider will provide all maintenance and repair.
Service Support Hours Support for the service is available 24/7.
Service Availability The service is available 24/7, excluding planned outages and maintenance windows.
Standard Maintenance Windows Dependent on the Centrex telco provider's maintenance windows
Service Communications
  • Changes or outages that might have an impact on customers are communicated through the NCDIT Communications Hub and Agency Change Advisory Board. 
  • The agency's admin for this service will support communications to the agency users of the service..
Service Level Agreements

Because Centrex is a pass-through service, NCDIT is unable to commit to service level agreements, such as provisioning and resolution times.

Centrex Service Level Agreement

Approved rates for this service are published in the NCDIT Rate Schedule.
View NCDIT Rate Schedule

Training & Help 


Other Related Links

Related NCDIT Services

Not available