Toll-Free Inbound Service

The N.C. Department of Information Technology’s Toll-Free Inbound Telephone service operates on the highly popular switched access technology, known as public switched telephone network (PSTN).  For more than a century, telephone lines around the world have operated using this traditional and highly dependable technology.

PSTN is limited to transmitting voice data and requires establishing a dedicated communication channel between each telephone to transmit data. The more recent telecommunications technology alternative to PSTN is VoIP, which allows for services such as video conferencing, call recordings and more. 

Toll-free inbound calling is available to any organization that has a low total inbound call volume that can be supported over existing PSTN telephone lines. This pass-through service is made available to customers by way of negotiated contracts with commercial service providers. The governing contracts for these services are negotiated to provide rates and terms favorable to the state.

Request Toll-Free Inbound Service

Getting Help

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


  • Supports intrastate and interstate switched calling.
  • Inbound toll-free calls are routed to a termination location of your choice (e.g., customer service, technical support).
  • Inbound toll-free calls can originate from anywhere in the U.S.
  • Inbound service is automatically provisioned for customers who subscribe to our local telephony services.


  • The service is convenient to use for your customers and state employees.
  • Toll-free numbers make it easy for customers to call and inquire about your services when they know the call is free.
  • When employees are traveling, expenses are minimized by avoiding the cost of collect calls or phone card calls.
  • Power outages do not prevent people from making phone calls.
  • Slow internet speeds will not hurt call quality.

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

Requirements & Customer Responsibility

Required NCDIT Services None
Other Technical Requirements & Prerequisites
  • Premise-based telephone system
  • Local access line telephone
Customer Responsibility The staff and agency receiving services are also responsible for providing a 24/7 point of contact for NCDIT.

Expected Delivery

Acknowledgment Time The service team should acknowledge a service request within about 2-3 business days.
Turnaround Time
  • The service team should be able to complete a well-defined service request within about a week.
  • Procurement and licensing steps required before the delivery of services may extend the timeline.  


Suggested For Any state or local government agency as well as educational institutions
Required For None
Spotlight Customers
  • N.C. Department of Health and Human Services 
  • N.C. Department of Environmental Quality

Support Process
  • Support for the service is provided by NCDIT and the contracted service provider.
  • Submit a ticket using the NCDIT Service Portal or contact the NCDIT Service Desk at 919-754-6000.
  • After the order is placed, the service provider selected will provide the service in accordance with a standard work order. After the service is installed, the service provider will provide all maintenance and repair.
  • NCDIT voice services network analysts support customers through the entire process, including help with ordering the service through our business services.
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
  • 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 Advisory Board. 
  • The agency's admin for this service will support communications to the agency users of the service..
Service Level Agreements
  • The service provider guarantees 99.99% network availability (domestic U.S. calls only).
  • 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

Training & Help 


Other Related Links

TO-5 Telephone Order Request Form

Related NCDIT Services