Agencies
Services
Category:
Telecom
Description
Nextalk/Textnet services enable PCs to function like a TDD/TTY unit and allow callers to be routed to any user within an agency or at other agencies. Callers may leave messages that can be forwarded through email and outgoing calls can be typed through the PC. All State agencies are required to be able to communicate with the deaf and hard of hearing so it is expected that each agency would have at least one unit to communicate with such a caller.
DoIT telecommunications services are available to all State of Illinois agencies, boards, commissions, universities, Offices of the Illinois House and Senate, and Constitutional Officers.
Product Features
- Statewide availability of Nextalk service
- Software needed to use the service
- Amplified telephones for users with a mild hearing loss
- Voice carry-over amplified telephones for users with severe hearing loss
- Answering machines are available to provide for both sound and printed messages
- Keyboard-adaptive products provide useful interactive and visual features designed to give the optimum telecommunication information for hearing-impaired users
- In-line telephone amplifiers to amplify regular telephone conversations
- Portable amplifiers and headsets
Standard
Rates and Billing
| Item | Unit of Measure | Rate |
|---|---|---|
| Toll Free Number | | $ 5.00 Monthly |
| | Installation/Per User | $ 75.00 One Time |
| | Per User | $ 5.00 Monthly |
Ordering and Provisioning
Service can be procured, modified or cancelled by selecting the "Order Services" button near the top of the right pane.
DoIT Responsibilities
- Service provisioning and implementation
- Incident resolution
- Routine maintenance
- Clarify order information, monitor order status and update billing information
- Help with the analysis and development of the appropriate product and service mix to fulfill specific short and long-term customer needs
- Provide integrated ordering, inventory, and billing in a shared database that's accessible to customer Telecom Coordinators
- Provide automated agency billing included in monthly call detail
- Coordinate training
- Provide MDE notifications
Agency Responsibilities
- Develop and implement agency governance to ensure staff compliance with DoIT incident reporting and request requirements
- Provide a dedicated line for Nextalk installation (line fees charged monthly)
- Perform a routine review of billing for errors, underutilized service, special features and equipment
- Provide a designated agency contact and related contact information
- Perform an annual reconciliation to ensure accurate assignment
Service Levels and Metrics
- Service installation within 10 business days
Service Fulfillment/Provisioning
Staff will respond to service requests during the published business hours. DoIT targets to provision this service as follows:
Incident Response and Resolution
All incidents reported to DoIT will be captured in the DoIT service management ticketing system and addressed according to the Incident Management Guidelines.
To report an incident, click here Report Problems Form or contact the DoIT Service Desk at 217-524-3648 (Springfield) or 312-814-3648 (Chicago).
Service Availability
This service will be available 24/7 excluding planned outages, maintenance windows and unavoidable events.
- VoIP Requirements
- VoIP Maintenance Bulletin
- Incident Management Guidelines
- Finesse Training Agent 12.5
- Finesse Training Supervisor 12.0
- Finesse Software Hardware Requirements 12.0
- Finesse Release Notes 12.0
- Finesse Agency Comm 12.0
- Finesse Demo Video 12.0
- Finesse Day 1 Support 12.0
- UCCE Admin Training 12.5 (NEW)
- 7821, 8831, 8851 Training
- 8945 User Training
- 7841 Agent Training
- 8831 Reference Guide
- 8851 Reference Guide
- 8945 Reference Guide
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- Clear Edge Cache v.2
- Clear Edge Cache v.3
- Clear Chrome Cache
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- Jabber User Guide
- Jabber FAQs
Telecom Services
Related Resources
- VoIP Requirements
- VoIP Maintenance Bulletin
- Incident Management Guidelines
- Finesse Training Agent 12.5
- Finesse Training Supervisor 12.0
- Finesse Software Hardware Requirements 12.0
- Finesse Release Notes 12.0
- Finesse Agency Comm 12.0
- Finesse Demo Video 12.0
- Finesse Day 1 Support 12.0
- UCCE Admin Training 12.5 (NEW)
- 7821, 8831, 8851 Training
- 8945 User Training
- 7841 Agent Training
- 8831 Reference Guide
- 8851 Reference Guide
- 8945 Reference Guide
- Clear Edge Cache v.1
- Clear Edge Cache v.2
- Clear Edge Cache v.3
- Clear Chrome Cache
- Clear Firefox Cache
- Clear IE Cache
- Jabber User Guide
- Jabber FAQs