UCaaS Overview

Unified Communications as a Service (UCaaS) VoIP services and Enterprise IP voice services are available to Commonwealth agencies through two products UCaaS, and CHVS-HIPC. Both products offer a hosted VoIP service, however the UCaaS provides a foundation for the addition of new services to support broad agency needs.

UCaaS VoIP services provide a foundation for full-featured voice services from standard telephony up to Call Center and Video over IP services providing an advantage to Commonwealth agencies over the CHVS -HIPC service. UCaaS provides all the benefits of a VoIP service, leveraging the VITA MPLS investment and addresses key Commonwealth needs:

  • To leverage the MPLS network investment
  • An opportunity for statewide coverage not restricted to local telephone carriers
  • To centralize the service delivery from the CESC and SWESC facilities allowing incremental growth of the core system spreading the investment across many agencies and sites versus the purchase and installation of individual site based systems
  • To lower long distance expenses
  • Phone service redundancy, providing service in the event MPLS connection is lost
  • To incrementally invest in a high quality IP based voice infrastructure where new services can be added on demand to meet the Commonwealth's business needs, these include contact center / call center, rich media conferencing and unified presence

Key benefits of UCaaS to the Commonwealth

  • Carrier-grade reliability using Cisco's industry-leading Call Manager VoIP platform
  • Easily-scalable service allowing capacity to be added as the user population grows
  • Common voice service across agencies for all agencies on MPLS
  • Ability for agencies on end-of-life phone systems to migrate to a monthly RU based service model avoiding upfront capital and one-time installation charges
Specification Description
UCaaS network based features UCaaS offers outbound calling features which can be tailored to the Commonwealth's enterprise standard. These features require line identification are available only to locations in which the local phone carrier supports line identification service. The following table summarizes the features available to each UCaaS Service.
Attended Call Transfer Allows a user to announce a caller or consult with a third party before transferring the call. This feature is also known as "Call Transfer with 3rd Party Consultation."
Call Blast– Personal Enables multiple phones to ring simultaneously. For example, calls to a user's desk phone could also ring the user's mobile phone. The first phone to be answered is connected. When already on a call, users can choose whether other simultaneous devices ring.
Call Forwarding Enables phone service to be set to forward the call to a user selected phone number.
Call Return Enables a user to call the last party that called, whether or not the call was answered, by dialing a feature code. The system stores the number of the last party to call, and connects the user to that party. Users can also execute call return via the UCaaS Communications Manager.
Calling Line ID Blocking Enables a user to block delivery of his/her Calling Line ID when making outbound calls.
Calling Line ID Delivery Enables the delivery of inbound CLID or phone number.
Consultation Hold When the call is answered, the user can consult with the add-on party. To drop the add-on party and reconnect to the original party, the user depresses the flash hook twice.
Direct Inward/ Outward Dialing Users are assigned a 10-digit directory number that can be used to place or receive calls directly, without forcing access via a central number.
Do Not Disturb Allows users to set their extension as unavailable so that incoming calls are given a busy treatment.
Extension Dialing Enables users to dial other members of the group using extension numbers.
Flash Call Hold Provides call hold functionality from any phone. It enables users to hold a call for any length of time by flashing the switch-hook on their phone and dialing the respective feature code. Parties are reconnected again when the switch-hook is flashed and the feature code is dialed again.
Last Number Redial Enables users to redial the last number they called by clicking the 'Redial' button on the communications manager screen or by dialing a feature code.