Voice Network

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Contact NMDOIT

Mailing Address:
P.O. Box 22550
Santa Fe, NM 87502-2550

Delivery Address:
715 Alta Vista Street
Santa Fe, NM 87505
Phone: 505-827-0000

Voice Network Services

Desktop Telephony

The Desktop Telephony service provides customers with several voice communication options to meet their needs. This includes:

  • Basic Phone Service (Dial Tone) – Receive incoming and make outgoing local phone calls
  • Basic Desk Telephone – Basic office telephone
  • Reception Telephone – Additional telephone functionality for reception desks
  • Voice Mail – Options for recording and managing unanswered incoming calls
  • Automatic Call Distribution (ACD) – Routes incoming calls for call centers and help desks providing more efficient use of staffing and control for incoming calls. The service includes the ability to monitor control call flow, manage call queues, report response statistics and agent performance.

The Department provides all of the necessary telephone equipment and will replace, at no charge, any malfunctioning equipment as long as the equipment has not been abused, i.e., liquid spilled on the phone or obvious physical damage to the phone . Training is also available on the use of all telephones, the Voice Mail system and Automatic Call Distribution.

Service Level Options

In most cases, customers have the option of a basic desk telephone or a reception telephone with additional features to support reception based activities. Customers can also choose to add voice mail for each line of service to assist with missed calls.

Price/Cost Description

For more information regarding pricing, please refer to our FY21-FY23 Service Rates Guide.

Customer Responsibilities

  • Identify an Agency Representative within your Department to act as a single point of contact for all communication related questions or concerns
  • Contact the Department 60 days prior when moving offices or adding a large number of new lines of service

Service Support

This service is available to customers 24 × 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes.

The Department of Information Technology Support Desk operates 24 × 7 and offers a single point of contact for all customer inquiries related to the Department of Information Technology’s services and the State’s technical infrastructure. The Support Desk provides technical analysis, problem solving, and first and second level diagnostics.

DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.

Service Level Objectives

99.9% availability of the voice communication network

Provisioning the Service

Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us to order the service.

Toll Services

Along with the Desktop Telephony, telephone toll services provide agencies with several options to support voice communication needs.

Service Detail

Long Distance

  • Provides the ability to call outside the local exchange boundary
  • Allows long distance calls to be made from an individual phone line(s) to outside calling areas

Toll Free Service

  • 1-800 phone service for constituents or customers to call state organizations from outside the local calling area at no charge

Service Level Options

Several toll service options are available including domestic long distance, toll free services, and conference calling.

Price/Cost Description

For more information regarding pricing, please refer to our FY21-FY23 Service Rates Guide.

Customer Responsibilities

  • Identify an Agency Representative within your Department to act as a single point of contact for all communication related questions or concerns
  • Contact DoIT as soon as possible when moving offices or adding new lines of service

Service Support

This service is available to customers 24 × 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes.

The Department of Information Technology Enterprise Support Desk operates 24 × 7 and offers a single point of contact for all customer inquiries related to services and the State’s technical infrastructure. The Enterprise Support Desk provides technical analysis, problem solving, and first and second level diagnostics.

DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.

Service Level Objectives

TBD

Provisioning the Service

Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us to order the service.

Microwave Radio Network

The Department of Information Technology maintains and operates the State’s Broadband Digital Microwave Radio Communication network. The primary purpose of the microwave network is to enable interoperable mobile radio communications for public safety (i.e. State Police, Department of Corrections), other state agencies (i.e. Department of Game and Fish, Department of Transportation), and for various local and federal entities. The microwave network connects dispatch centers throughout the State with a network of radio towers that communicate with State Police vehicles and other mobile units.

The Digital Microwave System supports and interconnects the following two way-radio services:

  • Local Base – Provides instantaneous two-way radio communications between a dispatch center and employees working in the immediate area or close proximity. As an example a State Parks Dispatcher at Park headquarters could contact a Park Ranger working on the other side of the Park.
  • Remote Base – Provides instantaneous two-way radio communications between a dispatch center and employees working long distances from the center. As an example a State Police Dispatcher could contact an officer on patrol possibly hundreds of miles from the dispatch center.
  • Single Channel Console – Provides a convenient, functional, and inexpensive interface between a dispatcher and one local or remote base station.
  • Multi Channel Console – Allows a dispatcher to control multiple local and/or remote base stations from a single dispatch center.
  • Mobile Radio – Usually installed in a service vehicle, allows employees in the field to communicate to a dispatch center through a local or remote base station.
  • Mobile Radio with Repeater – Allows an employee, typically police officers, to operate their mobile radio when they are out of the vehicle. An office on foot can instantaneously communicate from a hand held radio to a dispatch center hundreds of mile away.
  • Radio Pager – A radio pager functions as a hand held radio and can also receive pages from any telephone.
  • Portable Radio – Provides communication between a small handheld device and another portable radio in the area or through a base station to a dispatch center.

The Statewide Digital Microwave System also supports broadband data services and telephone to agency field offices:

  • T-1 or greater bandwidth connecting isolated field offices to headquarter data networks and Internet services.
  • Telephone service to remote stations lacking commercial providers.
  • Collocation agreements with cell providers to expand cellular service to rural areas.
  • Security alarming and video monitoring of critical State communications facilities.

Additionally, DoIT runs the Santa Fe Control Dispatch Center which was established to provide statewide radio dispatch services to public law enforcement and other state agencies. Its sole purpose is to conduct effective communication that will ensure the safety of the citizens and client employees that it serves. The State of New Mexico has mandated that it be adequately staffed seven days a week, twenty-four hours a day.

Dispatch operations include monitoring, gathering, processing and disseminating all radio transmissions from field units of all agencies as well as all related incoming and outgoing telephone communications for each agency served.

DoIT funds and manages the Radio Communications Maintenance group including fully equipped repair shops in Santa Fe, Las Vegas, Albuquerque, Roswell and Las Cruces. The Radio Maintenance group provides 24 × 7 emergency repair services. They install and maintain all the State of New Mexico Digital Microwave Radio Network, Dispatch centers and two-way public safety radio systems.

Service Level Options

N/A

Price/Cost Description

Customer Responsibilities

  • Prospective two-way radio customers should determine what field units, in what areas, need to communicate with what dispatch centers or other field units.
  • Digital Microwave telephone customers need to determine how many telephone lines (or fax) are required and where the central office should be.
  • Customers interfacing dispatch centers to the Digital Microwave Network need to determine which remote base stations they need to control based on the field units in their area of responsibility.
  • Customers must update DoIT with projected needs so equipment purchases and personnel schedules are planned prior to critical need.
  • Customers must notify DoIT immediately if their system is not functioning as expected.
  • Customers must be available to test and confirm operation of newly installed, upgraded or repaired systems.
  • Customers must work with DoIT to maintain an accurate inventory of equipment and services for proper billing and replacement planning.
  • DoIT technical and engineering personnel are available to assist customers in planning and determining communications needs.

Service Support

This service is available to customers 24 × 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes.

The Department of Information Technology Enterprise Support Desk operates 24 × 7 and offers a single point of contact for all customer inquiries related to services and the State’s technical infrastructure. The Enterprise Support Desk provides technical analysis, problem solving, and first and second level diagnostics.

DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.

Service Level Objectives

Service level agreements are generally crafted for each agency. Please contact us for more information.

Provisioning the Service

Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us to order the service.

Wireless Voice and Data Services

The Department of Information Technology (DoIT) offers varying wireless voice and data services tailored to meet agencies’ mobile communication requirements.

DoIT established partnerships with different mobile wireless service providers to offer cost-efficient solutions. The partnerships allow customers to accurately predict and control wireless costs within a budget period. Current and future costs savings resulting from volume-related discounts are passed directly to customers. Matching the users to the appropriate access level achieves higher affordability.

Benefits include:

  • One Service Contract for New Mexico state agencies
  • Established procedures for obtaining service
  • Mobile device management

There are three levels of wireless access service with varying capabilities from three vendors to allow customers a proper level match for each user within the organization.

Service Level Options

Basic Access Cell Service:

  • Unlimited voice minutes
  • Unlimited texting
  • National coverage
  • Voice mail
  • Caller ID

Smartphone Access Cell Service:

  • Includes the features of the Basic Cell Service, Plus:
  • Unlimited data usage
  • Data tethering from smartphone device

Broadband Access Service:

  • Unlimited broadband access

Price/Cost Description

For more information regarding pricing, please refer to our FY21-FY23 Service Rates Guide.

Wireless Equipment Pricing

Send an email to mobile.wireless@state.nm.us to request updated equipment pricing.

Customer Responsibilities

  • Identify two representatives within your department to act as liaisons to DoIT for all wireless related requests, questions or concerns
  • Please notify the employees at your respective agency that all requests should go through the identified points of contact.
  • Adhere to the State and your respective agency’s policies regarding cell phone use

Service Support

This service is available to customers 24 × 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes.

The Department of Information Technology Enterprise Support Desk operates 24 × 7 and offers a single point of contact for all customer inquiries related to services and the State’s technical infrastructure. The Enterprise Support Desk provides technical analysis, problem solving, and first and second level diagnostics.

DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.

Services and Equipment

Agencies can order new services or equipment, disconnect lines of service or make any changes to existing lines of service Monday through Friday 8:00 AM to 5:00 PM excluding state holidays. Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us.

Troubleshooting

Agency contacts are encouraged to contact Verizon directly at 1-800-922-0204 for the following:

  • ESN Changes – Change service from one device to another
  • Troubleshooting of equipment and/or service
  • Warranty replacement orders (if the phone is under warranty)

Service Level Objectives

TBD

Provisioning the Service

Agency contacts can order new services or equipment, disconnect lines of service or make any changes to existing lines of service Monday through Friday 8:00 AM to 5:00 PM excluding state holidays. Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us.

Please have the following information available when contacting the Enterprise Support Desk:

  • Name of user
  • Cell phone number
  • Shipping address
  • Equipment and accessory description (make and model numbers, exp Motorola Q9C)
  • Customer Number/Billing Code for the line (agency number plus two digits)

Mobile Device Security and Usage Policy

DOIT-361-4001-A (Version 1.0)

Audio Conferencing

The Department of Information Technology offers Ready-Access for audio conferencing to meet state agencies’ conferencing needs and as an alternative to in-person meetings. Audio conferencing eliminates unnecessary face-to-face meetings and saves travel time and expenses.

Service Detail: Ready-Access

Ready-Access is a service that is available to agencies on demand for audio conferencing meetings. To conduct a meeting, the host simply distributes the dial-in number and access code to participants and tells them to dial the number at the time of the meeting. No advance reservation is necessary, and the number may be used at any time.

Benefits of the Audio Conferencing service include:

  • Connects people together quickly, enabling them to make important decisions faster
  • Saves time and expense of business travel
  • Brings dispersed groups together despite time and location limitations
  • Supports small, impromptu meetings and scales to large events
  • Includes toll-free dial-in capabilities

Price/Cost Description

For more information regarding pricing, please refer to our FY21-FY23 Service Rates Guide.

Customer Responsibilities

Identify hosts within your agency that will have the Ready-Access audio conferencing account. Host registration is a one-time event and requires a valid DoIT billing code.

Service Support

Please call Customer Care if you need assistance. Users in the US or Canada can contact Customer Care by dialing 888-447-1119.

If you are logged in as the Chairperson (with your passcode) you can dial 00 and an operator will join the call to help you and/or troubleshoot line problems. This service is available to customers 24 X 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for scheduled changes.

The Department of Information Technology Enterprise Support Desk operates 24 X 7 and offers a single point of contact for all customer inquiries related to services and the State’s technical infrastructure. The Enterprise Support Desk provides technical analysis, problem solving, and first and second level diagnostics.

DoIT may monitor the use of this service at any time and by any reasonable means. In providing services, DoIT reserves the right to take any action necessary to protect the integrity or security of state information technology systems, resources, or infrastructure.

Provisioning the Service

Contact the Enterprise Support Desk at (505) 827-2121 or by e-mailing EnterpriseSupportDesk@state.nm.us to request an audio conferencing subscription form. The form shall be submitted in a Service Desk ticket and will need agency CIO or IT Lead approval.