Service Description
Voice services include local area exchange carrier (LEC) and long distance circuits and any associated options available with these installations. ITS works with the vendors involved to resolve all installation and maintenance issues for voice lines.
Services Provided
Voice Solutions, Local Service, Voice Mail
ITS provides equipment specifications, acquisitions and management of telephone systems. Local circuits are set up and maintained by ITS via local exchange carriers (LEC) to provide local service and access to vendors long distance lines. Due to USDA-wide processes, billing reports are delivered to ITS 2-3 months after service. Voicemail service is not available in all locations. Per agreement between the Service Center Agencies (SCA), voice systems operation is subject to a break-fix process in which the customer or customers in the case of shared infrastructure, fund repairs. ITS therefore cannot guarantee an established service availability target. However, as a value added for customer business decision making that is not subject to performance measurement, ITS will provide reporting of extended local voice system outages.
Long Distance/Calling Card
Long distance government calling cards are provided to clients for long distance services.
Priority Service/Cards
Priority Service and Cards provide greater access to voice services during times of high usage, major public system outages, or emergencies. They are ordered and provisioned as authorized.
Voice Conferencing
ITS provides and maintains teleconferencing services via voice circuits through vendors.
Video Conferencing
Video teleconferencing is an emerging technology within the ITS service offerings and is being piloted with ITS clients. When installation and maintenance requirements become final, this service offering will join voice conferencing as a standard offering from ITS.
Unscheduled Call Center Outage Definitions
| Definition | Chargeable ITS Outage | Non-Chargeable |
|---|---|---|
| USDA/OCIO/ITS 800 # Service into USDA Call Center is unavailable | Telco related delivery issues (ATT/Verizon), USDA/ITS telephony routing/switching issues, USDA/ITS server failure (Call Manager, IPCC Server) | Call Center Agent has logged in incorrectly. USDA/ITS non-telephony routing/switching issues (Local LAN), Building power related outages, Natural Disasters |
| USDA Call Center Agent cannot login or accept calls | Telco related delivery issues (ATT/Verizon), USDA/ITS telephony routing/switching issues, USDA/ITS server failure (CTIOS, CAD or IPCC Server) | Call Center Agent has logged in incorrectly. USDA/ITS non-telephony routing/switching issues (Local LAN), Building power related outages, Natural Disasters |
| USDA Call Center IVR service is unavailable | Telco related delivery issues (ATT/Verizon), USDA/ITS telephony routing/switching issues, USDA/ITS server failure (Call Manager, IPCC Server, IP-IVR) | Call Center Agent has logged in incorrectly. USDA/ITS non-telephony routing/switching issues (Local LAN), Building power related outages, Natural Disasters |
| USDA/ITS Reporting/Metrics service is unavailable | USDA/ITS telephony routing/switching issues, USDA/ITS server failure (IPCC Server) | USDA/ITS non-telephony routing/switching issues (Local LAN), Building power related outages, Natural Disasters |
Performance Matrix & Targets
Out of Warranty Voice System Repair, Calling Card, Priority Service Card and Satellite Phone reporting is subject to measurement implementation in Remedy and baseline measurements, scheduled for completion in 9/1/2011
Voice Services
| Definition | Chargeable ITS Outage | Non-Chargeable | % |
|---|---|---|---|
| Out of Warranty Voice System Repair | Out of Warranty Voice System Service Restoration | Repair ≤ 10 business days | 95% |
| Warranted Phone System Repair | Repair time of Phone Systems with Warranty | < 5 business days | 95% |
| Calling Cards | Service Ordering Time |
≤ 10 business days Order Date – Ticket Request Date |
95% |
| Priority Service or Priority Cards | Service Ordering Time |
≤ 5 business days Order Date – Ticket Request Date |
95% |
| Voice Conferencing | Service Ordering Time |
≤ 10 business days Order Date - Ticket Request Date |
95% |
| Video Conferencing | Deployment Time |
Deployment Date ≤ 60 business days from to ITS notification of equipment receipt, or as separately agreed to between the customer and ITS. Deployment Time does not include the time for installation of any additional bandwidth services that may be needed for the video system. Monitoring will be via ITS/TSD Deployment Plan Information System |
95% |
| Definition | Chargeable ITS Outage |
|---|---|
| Formula | Availability will be sourced from TSD tracking system |
| Measurement Interval | Measure Daily, Report Monthly |
| Measurement Tool | http://voip-metrics.its.ocio.usda.gov |
Download the Communication Services - Voice page from the ITS Service Catalog.