now doing business as Lumen
CenturyLink Contract Number: DMS‑17/18‑004A
7/1/2020 – 7/1/2025
Unified Communications (Dedicated and Cloud‑based Phone Services)
Service Category 1
Cisco IP Phone and Video Endpoint hardware that can be purchased as a one‑time charge in conjunction with any Cisco HCS, Calling or Conferencing solution.
- Customer can choose from a catalog of Cisco approved hardware to work in conjunction with the associated Cisco Cloud platform
- Catalog includes maintenance that should be purchased with the hardware
- Pricing is "Not to Exceed" the catalog
- A Lumen Engineer or Specialist will help with proper device selections based on end user requirements and system design
Hosted VoIP offers advanced, cloud‑based calling features over the Lumen® privately owned fiber network using the geo‑redundant BroadSoft BroadWorks platform for added business continuity and security. Lumen® Hosted VoIP scales easily and includes all upgrades and improvements at no additional cost.
- Feature‑rich Polycom IP handsets
- Simple portal for management and common feature set for end users
- Failover and recovery mode rollover/rollback options
- Flexible service allowing you to pay only for features per user type
- Scale from a few users to over 10,000 per location
- Delivered via MFN2 or optional delivery over the top of any Internet
- Pricing includes PSTN connectivity
Lumen® voice transition services is a Scope of Work (SOW) based functional practice that is provided across all voice platforms supported by a deep ecosystem of specialists. Some product services have transition services already built into their pricing and more complex transition services are quoted on a case by case basis.
- Ability to provide Walk‑in Takeover (WITO) support for legacy systems while transitioning to new SCS services
- Develop strategic engineering designs and project plans that include integration to legacy systems to facilitate large, complex migrations that cannot experience downtime
- Provide detailed system documentation, operational guides, end user and admin training, all customized to fit the needs of the agency
- Agencies can utilize self‑enablement resources for less complex or business as usual activities and escalate to additional support resources as needed
SIP Trunking
Service Category 2
Lumen Cloud Connect Solutions provides you with a network as flexible and agile as the cloud, seamlessly linking your cloud environments over private and secure connections to leading cloud service providers. Delivering secure, high‑performance connections to Amazon Web Services, Microsoft Azure, Google Cloud, IBM Cloud, Oracle Cloud Infrastructure and many other leading public and private clouds
- Efficiency: Connect offices around the world to the local cloud and datacenter resources needed to run mission critical applications
- Security: When choosing private connectivity, the applications for you to migrate and optimize to the cloud, are within your trusted perimeter and external threats are minimized
- Agility: Connect to a range of clouds, range of technologies and speeds, turn up service quickly, scale bandwidth dynamically, pay only for what is used
- Performance: Maintain control over the end‑to‑end performance of applications as you migrate them to public and private clouds
- SOW Based quotes
A next‑generation cloud‑ready solution that incorporates SIP and TDM connections to the PSTN
- SIP and ISDN trunkingwith an array of built‑in calling features
- Global shared voice resources
- Built‑in service protection
- Advanced 911 Solutions
- Robust APIs & Self‑service portal
Contact Center (Dedicated and Cloud‑based Contact Centers)
Service Category 3
Genesys Cloud is a web‑based suite of cloud services for enterprise‑grade communications, collaboration, and customer experience management. Along with CCS as the inbound voice solution, Genesys Cloud services can replace various existing IT systems and applications (PBXs, ACDs, IVRs, and more) or can also work alongside them.
Genesys Cloud incorporates a call center functionality that handles every aspect of customer interaction, including speech‑enabled Interactive Voice Response (IVR); Automatic Call Distribution (ACD); skills‑based queuing and routing of interactions; recording and archival of all interaction types; real‑time monitoring and supervision; insightful data analytics; and much more. Genesys Cloud includes:
- Call agent interface
- Contact Center Management
- Genesys Cloud ACD
- Outbound dialing
- Scripting
- Performance Monitoring
- Workforce Management (WFM)
- Quality Management
- Integrations
Centrex Services
Service Category 4
Other Related Services
Lumen® DIA Networking is a state‑of‑the‑art global infrastructure that offers voice, video, and data services for today’s most demanding customers. It is based on a converged services platform that allows customers to build comprehensive network solutions using advanced implementations of internet protocol (IP) and multi‑protocol label switching (MPLS) technologies. Lumen DIA Networking delivers economical, flexible, and feature‑rich options that are scalable and designed to offer a consistent customer experience on a global basis.
- Lumen owns, operates, or leases approximately 450,000 global route miles of fiber
- Lumen serves customers in over 60 countries
- Dual POP resiliency in major centers
- Seamless connectivity into Lumen® data centers around the globe
- Extensive Peering Arrangements
- Control Center Web‑Based Customer Portal
- Complete Network Monitoring and Management through Network Management Service
- Flat Rate, Tiered or Usage Billing
Comprehensive offerings for Lumen® Managed Enterprise help DMS and its agencies reduce their overall cost of voice and data integration, network operations and security infrastructure. A well‑planned service management strategy can liberate IT departments to develop applications and implement strategies that take full advantage of optimized, next‑generation IT services. Thus, this framework frees customers to grow and change and allows for lower, more predictable costs than in‑house approaches.
- High levels of expertise to design, install and proactively manage
- Full reporting and visibility available
- Internal IT staff can focus on more critical business needs
- Full 24/7/365 professional monitoring, troubleshooting and response
- Proactive monitoring of customer environments and alerts to incidents while responding and resolving them
List of Lumen labor and professional services for additional labor options for complex engagements
- Use for customer Scope Of Work (SOW) projects
- Services outside of baseline configurations as defined by State Contract
- Complex Call Centers
- IVR Services
Notify delivers a robust, multi-channel communications solution that gives you the power to easily deliver notifications to large or small groups of people by voice, email, text message or fax. Notify makes it fast, easy and cost effective to send messages that enable you to connect with your customers.
As a hosted solution, this Lumen service is highly scalable, enabling rapid delivery of priority messages. In fact, it has the capacity to support millions of multi-channel communications
- On-demand, hosted solution with no required capital expenditures
- Robust platform and services features that support voice, email, SMS and fax
- Access via a self-service portal or API integration into your systems
- Detailed reporting for program analysis and efficiency optimization
Lumen Specialty Lines service provides an efficient, modern replacement for products which are either nearing end of life or cost prohibitive to manage and maintain. This fully managed and monitored service will support traditional phone lines which provide connectivity to alarms, elevators, point of sale devices and security gates. Lumen also provides all CPE equipment and installation, including LTE router, ATA and UPS, as well as backup cellular connectivity for “always on” visibility. The Lumen Specialty Lines service can replace POTS lines and provides a flexible alternative to current offers which could be nearing end of life or have maintenance and upgrade needs that will become cost prohibitive.
- Fully Managed Solution: Critical systems will always be monitored and managed, freeing up resources for you to concentrate on your business. Installation, maintenance, and future upgrades are included.
- Reduced Cost: Reduced capex, upgrade and maintenance spending is replaced with a flexible pricing model designed to offer immediate savings that can be invested elsewhere. Additional savings can be achieved with sites that require a greater quantity of lines, as the service is priced on per site basis.
- Efficiency: The single system technology streamlines the infrastructure solution, while also providing unified, reliable alerts and alarm reporting. You also only manage one vendor for your network, applications, and support which saves you time and effort.