Desktop Telephony


Overview

The Desktop Telephony service provides customers with several voice communication options to meet their needs. This includes:


  • Basic Phone Service (Dial Tone) - Receive incoming and make outgoing local phone calls
  • Basic Desk Telephone - Basic office telephone
  • Reception Telephone - Additional telephone functionality for reception desks
  • Voice Mail - Options for recording and managing unanswered incoming calls
  • Automatic Call Distribution (ACD) - Routes incoming calls for call centers and help desks providing more efficient use of staffing and control for incoming calls. The service includes the ability to monitor control call flow, manage call queues, report response statistics and agent performance.

The Department provides all of the necessary telephone equipment and will replace, at no charge, any malfunctioning equipment as long as the equipment has not been abused, i.e., liquid spilled on the phone or obvious physical damage to the phone . Training is also available on the use of all telephones, the Voice Mail system and Automatic Call Distribution.

Service Level Options

In most cases, customers have the option of a basic desk telephone or a reception telephone with additional features to support reception based activities. Customers can also choose to add voice mail for each line of service to assist with missed calls.

Price/Cost Description

Customer Responsibilities

  • Identify an Agency Representative within your Department to act as a single point of contact for all communication related questions or concerns
  • Contact the Department 60 days prior when moving offices or adding a large number of new lines of service

Service Support

This service is available to customers 24 × 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes.

The Department of Information Technology Support Desk operates 24 × 7 and offers a single point of contact for all customer inquiries related to the Department of Information Technology's services and the State's technical infrastructure. The Support Desk provides technical analysis, problem solving, and first and second level diagnostics.

DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.

Service Level Objectives

99.9% availability of the voice communication network

Provisioning the Service

Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us to order the service.

Additional Information


Related Services

Toll Services
Wireless Voice and Data Services