Private Branch Exchange (PBX)

Private Branch Exchanges (PBXs) are telephone switches that are installed on a customer's premise to provide telephone service. PBXs are normally only installed when:

1. A site either has a requirement for a minimum of 100 lines or PBX functionality is required to meet critical business requirements that can not be met by central office services.

2. The state either owns or has a long-term lease in place for the facility in which the PBX will be installed.

DIS has installed and currently manages PBX systems for state agencies at over 75 different locations. DIS supports two different PBX architectures:

1. The Avaya Definity PBX architecture: The installed base of Avaya PBXs includes Definity G3R PBXs and associated EPNs and survivable remotes and Definity G3I PBXs.

2. The Nortel Meridian PBX architecture: The installed base of Nortel PBXs includes Meridian Option 11 & Option 61 PBXs.

PBX features

As with central office service, PBX service includes free calling within the local exchange area, access to the SCAN long distance network, access to the local operator and emergency services. It also includes an abbreviated dialing plan (4, or 5 digits) that can be used to dial between any two phones that are connected to the PBX and in many instances also to a Centrex that is connected to a PBX.

However PBXs have many other available features and service is usually tailored to meet an agency’s specific requirements. Listed below is an explanation of some of the more prevalent features on systems that DIS currently manages:

Telephone instruments

A variety of digital telephones that offer displays, speakers, voice mail message waiting lights and programmable keys.

Dedicated voice mail service

In most instances a dedicated voice mail system is installed to provide integrated voice mail service for the PBX system. DIS installs and manages Octel Voice Mail Systems as its standard voice mail platform. These systems are networked with, and have the same functionality and classes of service as the state's SIMON voice messaging system.

Automated Call Distribution (ACD)

ACD functionality evenly distributes incoming calls among a pool of agents and allows managers to obtain both real time and historical data to analyze and adapt to call volumes. Both the Nortel and Avaya architectures provide optional ACD software for their PBX platforms. Some DIS ACD offerings allow agents to be located at remote sites by using IP connections for call control. In many instances enhanced call management systems (CMS) are being used to provide detailed real time and historical statistical data.

Interactive Voice Response (IVR)

IVR systems provide callers the ability to query a computer database or other data source using a telephone. Charges for IVR applications normally include a one-time fee for the development of custom applications and a monthly recurring charge for port usage on an IVR system. Currently DIS only offers IVR services to its Avaya PBX customers.

PBX system contracts

DIS does not have any Master Contracts that allow agencies to purchase PBX systems directly from vendors.

Customer Support

DIS assigns a service representative to each of its customers. The customer service representative will process any orders for new service, moves, additions or changes. The DIS customer service representative will also provide the customer information on products and assist in the resolution of any problems that may be encountered.

DIS also assigns a system manager for each of its PBXs. The system manager is an experienced project manager who can assist the customer in planning substantial upgrades, implementing complex features or resolving issues that cannot be resolved by the customer service representative.

Customer charges

All rates for PBX service are tailored and monthly line charges for service vary by the number of lines and specific functionality that is required. Typical charges that a customer can expect to pay for PBX service include:

1. Wiring:

   Building wiring systems may need to be upgraded or replaced when installing a PBX system.

2. Terminal equipment:

   The customer is responsible for paying for telephones or terminal equipment used with the PBX system.

3. SCAN/toll charges:

   Charges the customer incurs for SCAN or toll calls are the customer’s responsibility.

4. Monthly line charge:

   The customer is responsible for the payment of a monthly line charge for each PBX line.