Telephony Services

What is this Service?

This service provides the customers with the ability to communicate via telephone both inside State government and outside.  It includes interoffice, local, long distance voice communication capabilities, as well as computer telephony support for business functions and programs (Automated Call Distribution Services).

What is Included?

Key Standard Features

FairPoint Services: (these are being phased out.  Not needed with new VoIP telephones)

  • Centrex Service
  • ISDN Services

Non-Standard Features

How do I Obtain This Service?

User Request Process for Service Features

Cisco Phones (new VoIP phones):

  • LANDesk Ticket:  Go to https://itsupport.vermont.gov if your domain is VSMS, TAX or AHS you are supported by DII. Your windows login credentials will pass through to LANDesk, and should log you in automatically. 
    • Go to https://itsupport.vermont.gov/logon if your domain is different from above (example LABOR, DPS). You will need to use this explicit login. You use your email address as your user name to login to LANDesk.

Fairpoint Phones

EXCEPTION:  Please note: Compco work orders are not necessary when requesting FairPoint voicemail password resets/unlocks. 

Service Exclusions

DII does not provide mobile communication services for customers.  For information on wireless phones and devices visit Wireless and Cellular Services (Voice and Data)

How Do I Receive Support for this Service?

VoIP Support Information

To request support for this service, contact the Service Desk to open a support ticket:

Service Maintenance Schedule

  • VoIP Standard Maintenance Window:  The Vendor, NWN, will perform maintenance during the standard scheduled Maintenance Window on the second or fourth Saturday of every month between 1:00 a.m. and 5:00 a.m. Eastern Standard Time.
  • ACD Standard Maintenance Window:  If needed, the maintenance window of opportunity is Saturday 12:01 a.m. through Sunday 7:00 a.m.   See ACD Service description.

Service Performance

Availability Goal

Service/Application Availability
  • Telecommunications (voice) Application: 99%
Support Availability
  • DII Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm
Non-Business Hours

DII does not traditionally respond to issues after business hours. DII staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal

  • For normal (standard) service requests, please see the Customer Support Service Level Agreement.
  • If requesting new service to be set up, fulfillment will depend on the size of the project.
    • Please allow adequate notice for Phone moves to ensure a successful outcome.
    • Adds and changes
      • For a single line change –10 business day turn around.
      • For multiple lines – a minimum of 30 business days’ notice is required

Resolution Goal

Service Costing

  • Actual chargeback includes overhead charges.
  • Analog phones - Long distance rate is $.018 per minute.

133 State Street
Montpelier, VT 05633
(802) 828-4141

For Customer Support, please call 802-828-6620 or toll free 855-828-6620

  • ADS Service Desk:   Option 1
  • ADS Telecom Helpdesk:  Option 2
  • ADS Mainframe Helpdesk:   Option 3
     
  • Vision/HR Helpdesk: 802-828-6700