MIPC (Telecom)
Overview
Make your business more efficient and have a trusted service provider to turn to when you need it most. Managed voice services use your Internet, hardware, and hosted PBX so that your entire system is monitored and administered by OIT.
How to Request Service
Contact your IT Director or Agency IT Portfolio Manager or submit a ticket in the Customer Service Portal below. Submitting a ticket requires completion of the voice services order form.
Customer Benefits
Highly Scalable
Add more lines or features faster and easier.
Cost Effective
Save money using a cloud-based system managed by OIT.
Top-Notch Customer Service
Rest assured OIT has you covered with threat detection and control measures to keep your business up and running.
Service Description
MIPC (Managed Internet Protocol Communications)
Managed IP Communications - A Lumen (Formely CenturyLink) Premise Cloud Voice Service
Hosted phone system using Cisco Call Manager, which OIT is using as its standard platform for qualifying sites
Installed in locations with 25 phones or more that have a CSN network connection
Includes Contact Center applications for call centers
All hardware is leased through the contract -- no purchase necessary
Monthly billing for hardware (e.g., phone sets, switches), line of service and contact center applications
MIPC services, including vendor engagements, are directly supported by our OIT Voice team. Similar to other OIT-supported solutions, multiple OIT support resources are involved, including initial support and troubleshooting provided by our Service Desk & Deskside Support teams. Since MIPC services use existing network connectivity in OIT maintained facilities, the network infrastructure is supported by our Network Services team.
View additional information and training aids on the Telecom Expense Management System (TEMS) here: http://oittelecombills.state.co.us/
Related Services
Customer Responsibilities
The MIPC service is available in locations with 25 phones or more that have a CSN network connection. The service requires that equipment (e.g., voice gateways, phones) to be installed on premise that is supported by the OIT Voice team. The MIPC service utilizes data connections through a customer's existing data network that must be installed at each user location for service to be available at the user level.
Service Notes
OIT has recently completed work with Lumen/CenturyLink and MTS, our TEMS vendor, to update the telecom billing process and ensure we have an accurate equipment inventory for all agencies. The process identified that some equipment and associated charges had not been previously assigned to an agency, and therefore, had not been billed. Additionally, not all costs were being covered, including OIT overhead.
OIT's new billing process will be far more transparent for customers, billing actual CenturyLink invoices and reallocating OIT charges as overhead. This will incorporate current equipment and service pricing, existing customer inventory, and OIT telecommunication administrative costs.
Service Owner
Service Levels
When an issue occurs, MIPC customers can expect the following resolution times.
Priority 1 High and/or Service Outage: Goal is to resolve within four hours
Priority 2 Medium: Goal is to resolve within 24 hours, but no more than three business days
Priority 3 Low: Goal is to resolve within five business days, but no more than 10 business days
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 7 a.m. to 5 p.m, excluding holidays
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
MIPC Basic Line of Service Charge
Service Code 3104: $29.50 per line of service per month
Leased Phone Equipment
Service Code 3104: Varies varies with equipment type
Audio Conferencing
Service Code 3607: $0.0140 per minute, per participant domestic
Audio Conferencing - Toll Free
Service Code 3607: $0.0150 per minute, per participant domestic
Long Distance
Service Code 3606: Varies $0.0150-$0.0530.
Based on location and phone system in use for inbound and outbound calling
Rates do not include OIT administrative overhead.
Each month, OIT bills departments directly to recover costs for the telecom services they receive; the bill is based on the assets held and monthly consumption for each agency (e.g., basic telephone rates, long distance charges, voice mail, etc.) as assessed through the telecom vendor invoices.