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NextGen IP Telephony

Service Description

The Enterprise Next Generation IP Telephony service offers the ability to fundamentally improve how individuals, groups and agencies interact, communicate and collaborate.

The service offering facilitates the use of multiple enterprise communication methods to improve user productivity and enhance business processes.

The service is managed by the N.C. Department of Information Technology for the express purpose of enabling agencies to benefit from the enhanced communications capability, features and operating efficiency provided by an outsourced operational model.

The solution is delivered via a hybrid premise-based/cloud-integrated service model that leverages shared infrastructure, toolsets and application software to provide multi-tenant shared services to the agencies.

In addition, better management portals, user administration portals, usage dashboards, elasticity to dynamically add/delete users and per-user-per month pricing, this next generation service offering will enable more efficient onboarding of users to improve user productivity, enhance business workflows and support workgroup collaborative communications.

Service Features

The Enterprise Next Generation IP Telephony service features can be grouped into the following functional categories:

  • Voice and telephony - This area includes fixed, mobile and softphone enterprise telephony, including PBX functionality.
  • Voicemail - This is the ability to record voice messages and includes unified messaging (UM, where voicemails can be sent to email applications) and transcription (where voicemails can be transcribed to text).
  • Clients - Unified clients enable access to multiple communications functions from a consistent interface. These may take different forms, including thick desktop clients, thin browser clients and clients for mobile devices, such as smartphones and tablets, as well as specialized clients embedded within business applications.
  • Meeting solutions - This area includes multiparty voice (audio) conferencing, videoconferencing and web-conferencing capabilities, including screen/application sharing.
  • Presence and instant messaging (IM) - IM allows individuals to send text and other information to others or to groups in real time. Presence services allow individuals to see the status of other people and resources.
  • Workstream collaboration - Viewed as the next generation of presence and IM, workstream collaboration is designed to allow employees to build channels and shared workspaces for contextual communications.

Benefits

  • A communications infrastructure virtually without geographical boundaries
  • End-to-end managed service covering everything from design and implementation to ongoing maintenance and support
  • Billed as a service, per seat, per month, simply pay as you go
  • Features and functionality of traditional telephone systems, plus enhanced communication methods
  • Same user experience on all devices
  • Empowers users to talk and interact in whatever way makes the most sense: voice calls, audio/video conferencing, screen/application sharing, chat, etc.
  • Communications-enabled business processes – integration of solution with broader workflows and business applications can bring significant value. Examples of such integrations include contact centers, browser plug-in integrations with applications, and ChatOps/workgroup applications.

Customers

State agencies

Next Steps

The EIPT service platform allows rapid adaptation of communications infrastructure and facilities to meet operational challenges brought on by customer demand, regulatory changes and organizational staffing needs.

As a result, the service requires the support of an NC DIT communication services analyst who will assist the agency in analyzing its business needs and determining the appropriate telephony requirements.

  1. Create a ticket in the NC DIT Service Portal, requesting consultation from the Communications Services Team.
  2. A communications service analyst will respond directly and schedule a discovery meeting to determine the scope and requirements.
  3. This will result in NC DIT completing the requirements analysis and providing the agency with a proposed solution that includes both a cost estimate for the service and an estimated implementation schedule.

Communications & Status

If you are a customer of applicable services updated via the NC DIT Communications Hub, visit the site to view communications and status, and register to receive emailed notifications relative to the services.

To register for Communications Hub emails, click on “Notifications” on the upper left of the Communications Hub screen, then click on “Notification Subscriptions.”

  • The NC DIT Communications Hub access and registration are restricted to government and educational agencies.
  • The link to the NC DIT Communications Hub is https://ncconnect.sharepoint.com/sites/it_ext/com_hub_2/.
  • If you are unable to access the NC DIT Communications Hub, contact the NC DIT Service Desk at 919-754-6000 or create a ticket in the NC DIT Service Portal.