Premise Telephony

The N.C. Department of Information Technology's Premise Telephony service helps state government entities procure support services for their premise-based telephone systems. These services include provisioning, maintenance and repair on equipment ranging from a single phone to a Centrex station.

We negotiated with commercial service providers to obtain governing contracts that offer rates and terms favorable to the state. Customers who use our Premise Telephony services benefit significantly because these contracts pass directly to you.

Order Premise Telephony

Getting Help

Support Get Technical Support
NCDIT Service Desk: 919-754-6000
Support Hours 8 a.m. to 5 p.m. Weekdays
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Features

    Purchase or Upgrade
    • Basic and complex system packages available:

      • Two basic systems with common voice feature requirements, including voicemail
      • Two complex systems with enhanced features or multi-site connectivity
    • Custom package available that includes:
      • Predictive dialer
      • Maintenance only
      • Bid clarification
      • "Best value" bid requirement
    • Procure premise-based telephone systems and services for single or multiple sites of up to 5,000 users – basic and complex system packages
    • Procurement and upgrade can be requested and fully managed by customers
    Moves, Adds & Changes and Maintenance 
    • Support is for Avaya, NEC and Toshiba key systems and private branch exchange (PBX)
    • Maintenance for premise Centrex station equipment (single and multi-line equipment) on a time-and-material basis
    • MAC and maintenance services can be as simple as moving or reprogramming a single phone or as complex as relocating an entire system
    • Term maintenance and time-and-materials repair options are available for on-premises equipment

    Benefits

    Receive highly favorable rates and terms with the highest quality support to meet your telephony requirements when procuring a maintenance agreement directly through the contracted service vendors and requesting assistance with all telephony equipment repair and service issues.

    Request Process

    • To procure maintenance, use the self-service web portal. Have the following information available:

      • Service location (street address)
      • Actual number of users and incoming phone lines required
      • System manufacturer and model number of existing phones, if available
      • Approximate age of the system and/or installation date
    • For time-and-material repairs on telephony equipment, use the self-service web portal to contact the vendor. 

    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 Key system or PBX
    Other Technical Requirements & Prerequisites
    • Desktop telephone equipment
    Customer Responsibility The staff and agency receiving services are responsible for providing a 24/7 point of contact to NCDIT.

    Expected Delivery

    Acknowledgment Time The service team should acknowledge a service request within about 1 business day.
    Turnaround Time The service team should be able to complete a well-defined service request within 5 business days for maintenance and 45 business days for provisioning.

    Customers

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

    Support Process
    Service Support Hours Support for the service is available 8 a.m. to 5 p.m. weekdays.
    Service Availability
    • Weekdays: 8 a.m. to 5 p.m.
    • Under extenuating circumstances, services can be performed after business hours when the required work may affect the entire telecommunications system in an adverse way.
    Standard Maintenance Windows None
    Service Communications The agency's admin for this service will support communications to the agency users of the service.
    Service Level Agreements Due to the nature of this vendor contract, NCDIT is unable to commit to service level agreements, such as provisioning or resolution times.

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

    • Interact directly with the vendor for provisioning and ongoing support of the service and to ensure user account data accuracy.
    • Convenience contract (725A) has been established for the provisioning and maintenance of telephone systems through commercial service providers
    • Centrex support is provided through Bunn Communications
    • MAC and maintenance services include:
      • Installing network/system devices, new hardware and associated configurations
      • Installing new licenses for system expansion
      • Updating patch configurations and firmware
      • Running security scans
      • Reconfiguring routing tables
      • Changing IP address
      • Routine maintenance on system and ancillaries

    System Package Offerings

    Basic Systems

    Basic systems have common voice feature requirements, including voicemail.

    Package Details
    Service Package I

    Includes:

    • Initial planning and consulting
    • Full needs assessment with web tool entry
    • On-site vendor survey
    • Rapid pricing turnaround (system plus maintenance)
    Service Package II

    Includes:

    • Service Package I
    • Complete design review by trained network engineers
    • Bid review/vendor award
    • Bid re-submission (if required)
    Complex Systems

    Complex systems require enhanced features or multi-site connectivity.

    Package Details
    Service Package III

    Includes:

    • Service Package II
    • VoIP network assessment
    • Training
    • First bill review
    • Project management with time-based vendor performance measurement
    Service Package IV

    Includes:

    • Service Package III
    • Complex engineering design and pricing support (such as wireless, paging, etc.)
    • Multi-service design and engineering
    • Multiple sites design and engineering