Telephone and Voicemail Services

Information Technology Services provides the acquistion, installation, and support of telephone, voicemail, and messaging services throughout Shelby County Government

• What are the features provided by this service?
  • ITS serves as a single point of contact for VoIP and analog telephone deployment, assistance, support, maintenance and vendor management.
  • ITS manages the interface with the Private Business Exchange (PBX) for caller ID and maintains ANI/ALI data for E911 emergency services.
  • Provides call reporting including summary, detail and automatic call distribution reports for contact centers.
  • Sets support multiple lines where required.
  • ITS will assist with the provisioning new cabling required for service delivery.
  • ITS provides assistance with the ordering and purchase of phone accessories including speed-dial extensions and wired/wireless headsets.
  • Stored voicemails and Out of Office messages can be accessed from any location
  • Advanced Messaging enables stored voicemails to be accessed from MicroSoft Outlook and synchronized cellular devices (Exchange 2010 and Outlook 2010/2013 users only).
• How do I request or access this service?
  • Contact the ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov.
• What are the requirements/pre-requisites for this service?
  • For analog devices, suitable cabling (generally Cat5e) must be provisioned to an outlet adjacent to the device location.VoIP telephone sets will utilize existing PC patch cables where available, otherwise Cat5e cabling must be installed
• What is the turn around time for service delivery?
  • 16 Business Hours
• What are the responsibilities of customer?
  • Identify a point of contact to work with ITS. The requesting department will need to provide budgeted funds and submit their department’s Inter-Departmental Billing (IDB) number.
• When is this service available?
  • Available 24/7/365 .
• What is the usual response time for this service?
  • 8 Hours.
• How do I get help with this service?
  • Contact the ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov.
• Who is the support owner for this service?
  • Jeff Yallope.
• What are the support hours for this service?
  • 7:00am-5:00pm, Monday-Friday
  • For support outside of these hours, contact the ITS Service Desk at 901-222-2700 and leave a message. A Customer Support On-Call Technician will receive the message and call you back.
• What is the cost for this service?
  • $29.50 per month per voice port. Fee includes long-distance charges and use of UC services including voice/ video conferencing, IVR, POM notification and Contact Center systems $3 per month per voicemail box
• Does this service require cost approval?
  • Yes.
• What is the cost approval process?
  • Request must be authorized by Department Administrator, Division Director or Executive Officer.