Enterprise IP Telephone

The N.C. Department of Information Technology’s Enterprise IP Telephone service enables IP communications to take place anywhere a data network or internet connection is available. This service covers campus, multi-site, branch (networked or distributed), remote, small and home offices.

This service is based on hosted PBX telephony and IP networking technologies. These technologies enable transmitting voice applications over agencies' local area and wide area networks for interagency, local and long-distance telephone services. 

Agencies receive a local gateway that connects non-IP peripheral equipment and services at every site. Gateways also provide backup telephone operations and redundancy at each site for the event that an agency loses its wide area network connection to the central enterprise IP telephone server. All users are provided with an Avaya multi-button electronic telephone, voicemail and individual seven-digit extension number.

Please note: NCDIT is no longer onboarding customers to this service as it transitions to the Next-Generation Enterprise IP Telephony service.

Getting Help

Support Get Technical Support
NCDIT Service Desk: 919-754-6000
Support Hours 24/7
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Features

Enterprise IP Telephone service offers two service levels: 

  • Basic Service
  • Optional Services
Basic Service
  • Avaya 9608 IP telephone
  • Basic telephone features
  • Basic voicemail
  • Software changes
  • Maintenance
Optional Services
  • Expanded voice/fax mail
  • Desktop Expansion modules
  • Extension to cellular mobility
  • Telecommuter (remote worker) support

See the Technical Information section for more information.


Benefits

  • Time savings increase with functionalities such as click-to-call, internal directories, statewide seven-digit dialing and user login/log out, which improve access to staff regardless of location.
  • The public receives improved access to agency services through applications such as interactive voice response, screen pops for call center agents, remote worker services and more. 
  • It is easier to update the system with current software and firmware versions with improved system maintenance functionality.
  • Agency staff are not needed to make standard programming changes.
  • System administration or station relocations are available at no charge.

Request Process

NCDIT is no longer onboarding customers to this service as it transitions to the Next-Generation Enterprise IP Telephony service.

Authorization

  • 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. 
  • Any staff with access to the NCDIT Service Portal may engage the team for support or information.

Requirements & Customer Responsibility

Required NCDIT Services
  • Wide Area Network Service
  • Microsoft 365
Other Technical Requirements & Prerequisites

Not available

Customer Responsibility

Agency staff are required to submit a ticket using the NCDIT Service Portal for additional support or information regarding this service. 

Expected Delivery

Acknowledgment Time NCDIT is no longer onboarding customers to this service as it transitions to the Next-Generation Enterprise IP Telephony service.
Turnaround Time

NCDIT is no longer onboarding customers to this service as it transitions to the Next-Generation Enterprise IP Telephony service.

Customers

Suggested For State agencies
Required For State agencies
Spotlight Customers
  • N.C. Department of Transportation 
  • N.C. Department of Public Instruction 
  • N.C. Office of State Human Resources
  • N.C. Department of Information Technology

Support Process

Submit a ticket using the NCDIT Service Portal or contact the NCDIT Service Desk at 919-754-6000.

Service Support Hours

Support for the service is available 24/7, depending on the priority/severity of the outage.

Service Availability The service is available 24/7, excluding planned outages and maintenance windows.
Standard Maintenance Windows
  • Sundays: 4 a.m. to noon
  • Thursdays: 4-7 a.m.
Service Communications
  • Changes or outages that might have an impact on customers are communicated through the NCDIT Communications Hub and Agency Change Approval Board. 
  • The agency's admin for this service will support communications to the agency users of the service..
Service Level Agreements NCDIT Global Service Level Agreement

  • Customers are billed monthly on a per line/user basis. 
  • Approved rates for this service are published in the NCDIT Rate Schedule.
     

View NCDIT Rate Schedule

The Enterprise IP Telephone service is built on the Avaya Communications Manager system, which provides all the features and functionalities of a traditional telephone system, as well as many new features – all on an IP network.

The Avaya Communications Manager runs on a series of servers and gateways that enable voice applications to operate on the agency customer's local area network infrastructure. These devices provide open platform computing and centralized call telephony processing distributed across a multi-protocol IP network. This includes asynchronous transfer mode and metro ethernet services to support a highly diversified and highly available network architecture. The platform supports a variety of agency network configurations, such as campus, multi-site, branch (networked or distributed), remote, small and home offices. 

The system’s control infrastructure is located within NCDIT's data centers. A typical customer location is set up as a remote gateway connected via the statewide area network to the state's geographically distant data centers. Our servers and gateways provide call setup, voicemail services, long-distance calling facilities and toll-free calling facilities. Each customer site has backup calling capability in the event the site's WAN access to us is lost.