State of Florida SUNCOM Communications Services Contract

Windstream is selected by State of Florida Department of Management Services (DMS), Division of Telecommunications, as a SUNCOM service provider for the newly released SUNCOM Communications Services (SCS) voice contract. This contract is for 5 years, with the potential for a follow-on 5 years awarded in 1-year increments.

The SCS contract is divided into 4 primary categories and supporting services. Please see the links below for more information.

Introductory Information

All services must be ordered by eligible customers. For questions regarding eligibility, or to register as a customer, please call your SUNCOM consultant for assistance at (888) 4SUNCOM (888-478-6266), or visit the registration page.

SUNCOM Communication Services (SCS) related issues, such as outages or degraded performance, should be reported to Windstream Enterprise. This can be accomplished by filling out the Trouble Ticket Request Form, or by calling the toll-free number (833) 241-0109. An associated Windstream Enterprise reference number will be assigned once the request form is submitted.

After Windstream Enterprise has researched the report, or the issue is related to a major outage, escalation requests can be submitted to the SUNCOM Network Operations Center (SNOC) via the SUNCOM Incident Management System (SIMS). Escalation requests outside of normal business hours can be made via the SUNCOM toll-free number: (888) 4SUNCOM (888-478-6266) and selecting options 1, 1 and 8. To request an escalation, the Windstream Enterprise reference number is required.

Unified Communications as a Service (UCaaS)
OfficeSuite UC®
(Dedicated and Cloud-based Phone Services)

Service Description

UCaaS from Windstream Enterprise is a seamless cloud-based communications and collaboration solution for the new digital workplace. UCaaS provides businesses with the cloud-based tools and services they need to achieve a more connected, collaborative workforce and enhance their customer experience.

OfficeSuite UC works over customer-provided LANs. OfficeSuite UC is a cloud-based phone service wherein the only equipment at the customer premises is IP Phones, LAN and cabling, LAN Switch and IP Router. Internet access is required and may be customer or Windstream-provided. Each Simultaneous Call Capacity utilizes 88 Kbps of WAN and LAN bandwidth.

OfficeSuite UC runs on a proprietary software platform called silhouette written, developed and managed by Windstream Enterprise for all aspects of call processing and feature delivery. Because Windstream Enterprise owns the code, we control the feature set and development timeline.

Features and Functionality

There are three seat types that can be purchased: Basic, Standard or Advanced.

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Unified Communications as a Service (UCaaS)
Avaya and Mitel (Single and Multi-Tenant)

Service Description

UCaaS is a standardized set of unified communications subscription bundles based on either an Avaya Aura or Mitel MiCD platform which are hosted in Windstream Enterprise Hosted Solutions Tier 3 Data Centers and delivered through a private cloud environment. These services combine traditional PBX features with the advanced functionality of IP Telephony, such as Presence Management, Multi-site Integration, Unified Messaging, Collaboration and Mobility. Features and functionality vary depending on the platform and subscription bundles selected.

Additionally, the services may include on-premises handsets and/or gateways which Windstream Enterprise provides as a rental to the customer.

Features and Functionality

  • Easier, Faster, Scalable – Helps businesses grow without time and resource-intensive IT build-outs.
  • Remote-worker Capable – Supports mobility for an ever-increasing remote workforce and enables employees to be responsive anytime, from anywhere.
  • Greater Flexibility – Enables quick adjustments in response to seasonal dynamics and business fluctuation.
  • Enhance the Customer Experience – Enables businesses to boost their CX by enabling employees to be responsive and available anytime, anywhere, on virtually any device.
  • CAPEX to OPEX/Low TCO – Delivers agile, predictable XaaS solutions exactly when/where needed—all while freeing up IT resources.

UCaaS Resources (PDF Downloads):

  • UCaaS Admin Guide (coming soon)
  • UCaaS Users Guide (coming soon)

Due to the broad range of available options and features, a discovery meeting is required to provide a Scope of Work for these services. For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

SIP Trunking (Dynamic IP)

Service Description

Dynamic IP is a Windstream Enterprise core Voice over Internet Protocol (VoIP) product which offers SIP, PRI and Analog handoffs. Dynamic IP is bundled with access (Windstream or customer-provided), managed router (when Windstream Enterprise provides the access), TNs and a broad array of telephony features and functionality. Additionally, Windstream Enterprise offers a version of Dynamic IP called Digital Voice Lines (DVLs) which are deployed using ATAs rather than routers when Voice needs are minimal or less complex.

Dynamic IP customers have access to the Windstream Enterprise Voice Manager, the native VoIP Portal, which provides individual users and Business Group administrators with the ability to manage features. Within the Voice Manager portal, BG Admins will also have access to call logs and various reports on the calls. The Voice Manager portal is accessed through the WE Connect portal.

This award-winning digital experience provides a dashboard from which you manage all your Windstream Enterprise services. Additionally, from the WE Connect dashboard, you’ll be able to view invoices, open service tickets and more.

Features and Functionality

Standard features:

  • Account Codes
  • Anonymous Call Rejection
  • Call Forwarding – Busy, Immediately, No Answer, Not Reachable, Remote, Selective
  • Calling Name/Number Delivery
  • Call Notify
  • Call Return
  • Call Transfer
  • Call Waiting
  • Last Number Redial
  • Music on Hold
  • Selective Call Acceptance and Rejection
  • Sequential and Simultaneous Ring
  • Speed Dial (i.e., Short Codes)
  • Voicemail
  • 911/E911

Optional add-on features:

  • Attendants
  • Hunt Groups

SIP Trunking Resources (PDF Downloads):

  • SIP Trunking Admin Guide (coming soon)
  • SIP Trunking Users Guide (coming soon)

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Contact Center as a Service (CCaaS)
OfficeSuite/Avaya/Mitel
(Dedicated and Cloud-based Contact Centers)

Service Description

Contact Center Services (CCS) from Windstream Enterprise is a versatile product that can meet the needs of many types and sizes of customers. The CCS platform is most known for its 100% cloud-based queuing/ACD application for call center Agents. This provides the Department with the ability to queue calls, monitor calling patterns and trends, manage employee performance, and maintain a compliant and professional standard with your customers.

With CCS, primary trunking will terminate to SIP trunks located in Windstream Enterprise Data Centers. Optional TDM services can terminate to optional locally survivable gateways.

Windstream Enterprise will require special Individual Case Basis (ICB) approval on any third-party devices currently being utilized or considered for inclusion in the solution by the Department.

Features and Functionality

  • Dashboards and Reporting – A variety of dashboards and reports are available, providing real-time and detailed insight into the activity of the customer’s call center so they can make smart business decisions to improve efficiency. Customers can determine if they’re overstaffed if Agents are away from their desks for too long or whether callers are being serviced.
  • Inbound and Outbound Queues – CCS supports both inbound and outbound queues, which allow customers to view live-status, reports, dashboards and monitor active calls. Outbound queue calls are initiated by the Agent and are ideal for outbound marketing campaigns.
  • Queue Recording – Customers can record all inbound and outbound queue calls, with the option to suppress recording when collecting sensitive information. All queue recordings are stored for 30 days by default and can also be stored indefinitely in the cloud-based Call Recording Library or downloaded to the customer’s local storage.
  • Customer Callbacks – Callers in queue can request a callback instead of waiting on the phone without losing their position in queue. When an Agent becomes available the customer is called back automatically.
  • Interactive Voice Response (IVR) – IVR allows individual questions to be asked of callers and answered (by entering DTMF digits) before the call is routed to a live Agent.
  • Monitoring/Coach/Barge-In – Admins and Supervisors can listen in on Agents’ phone calls for monitoring or training purposes.
  • Evaluation – Customers can create custom evaluation forms. While playing back recorded calls, the Admin can fill out these evaluation forms and use them to train their Agents.
  • Conditional Routing/Schedules – Conditional Routes and Schedules can be used to re-route callers to help our customers direct calls to the right place at the right time.
  • Management Portal and Agent Control Panel – CCS provides a simple, intuitive portal interface to manage these features. Agents also have their own portal interface, the Agent Control Panel, where they can sign into their queues, begin taking calls, and set their Away status whenever needed.
  • CCS – Extension Call Recording (ECR) – This is a separate service within the CCS product portfolio that enables customers to record inbound/outbound calls outside of queues. ECR supports recording for external calls only. Extension to extension recording is not supported. This is ideal for organizations with standalone call recording needs outside of or in addition to their queue recordings.

CCaaS Resources (PDF Downloads):

  • CCaaS Admin Guide (coming soon)
  • CCaaS Users Guide (coming soon)

Due to the broad range of available options and features, a discovery meeting is required to provide a Scope of Work for these services. For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Centrex

Service Description

Digital Centrex from Windstream Enterprise is a central office-based telephone system that provides multi-line business customers with the functionality and features of an expensive, complex telephone system.

Features and Functionality

  • Call Forwarding Universal – Direct incoming calls to another phone number. Receive phone calls when away from your desk or out of the office.
  • Call Forwarding Busy Line – Automatically route calls to the attendant or pre-selected Access Deficit Charge (ADC) station line when the dialed ADC station line is busy.
  • Call Forwarding No Answer – Automatically route calls to the attendant or pre-selected ADC station line when the dialed ADC station line does not answer within the pre-set ringing cycle.
  • Call Waiting – Receive an incoming call even when the phone line is already in use.
  • Consultation Hold – Hold an existing call and originate another.
  • Direct Inward Dialing – Phone a specific person in a company without going through a central operator.
  • Direct Outward Dialing – Place an outside call without attendant assistance.
  • Speed Calling (short list) – Call frequently used numbers by dialing one or two digits.
  • Three-way Calling – Include a third person for a three-way call and then, if needed, transfer the call to the third-person and disconnect yourself from the call.

Advanced feature package includes all options above, as well as the following:

  • Call Pick-up – Helps one employee answer another employee’s telephone from any station if members are in the same ‘call pickup group’. (Requires all users in business to lease feature package.)
  • Station Call Park – Parks a call that comes to your telephone. Others can retrieve the parked call from any phone in your company and you can make or receive calls on your phone. Call Park is set on a timer to ensure that the parked call is answered. If the timer expires before the call is retrieved, the call returns to your phone.
  • Speed Calling (Long List) – Lets the ADC station line user place calls to a list of frequently called telephone numbers by dialing fewer digits than the complete directory number.
  • Ring Again – Notifies a caller when a busy station is free.
  • Six-way Conferencing – Enables a conference call of up to six people, including yourself, who may be inside or outside the company. This feature is also called Station Controlled Conference.
  • Meet Me Conference – Allows you to call a specified directory number and establish a conference call. This feature is ideal for setting up conference calls for mobile staff, such as salespeople, consultants and so on. Conference size is determined by the number of six-port conference circuits assigned to the conference bridge.

Centrex Resources (PDF Downloads):

  • Centrex Admin Guide (coming soon)
  • Centrex Users Guide (coming soon)

Centrex services require approval for deployment. For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Supporting Services

Service Description

Relieve your team from tedious site installations and rollouts so they can focus on strategic priorities. Windstream Enterprise offers deep expertise in a broad spectrum of LAN, WAN, UC, voice, security, hybrid IT, cloud and legacy applications and technologies.

We’ll work with the vendors and providers of your choice, which is ideal for complex multi-vendor environments. What’s more, we can take on any challenge not covered by standard installation agreements, including installing cabling above 12 feet, or any Outside Plant requirements.

Features and Functionality

  • Site Preparation
  • Installation Assistance and Legacy Infrastructure Removal
  • Cable Management and Network Diagraming
  • Network Security and PCI/HIPAA Compliance Audits
  • PCI Lifecycle Management
  • IT Augmentation and Consulting

The Professional Services portfolio is broad and custom offerings are available. For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Fixed Wireless

Service Description

Fixed Wireless Ethernet is a fully managed access solution that provides secure, high-bandwidth connectivity and network diversity to virtually eliminate downtime. The immediate bandwidth allows businesses to service multiple locations quickly and economically, without the need to dig trenches or lay fiber at each location.

Being completely diverse from the infrastructure used by fiber or copper access, Fixed Wireless is also optimal as a reliable supplement to existing fiber or copper access, improving overall uptime and availability.

The secure access platform of Fixed Wireless can support the most bandwidth-demanding applications with high availability and virtually no interruptions. Windstream Enterprise engineers all Fixed Wireless installations with the appropriate frequency and antenna system to ensure the access connection delivers 99.99% reliability, even in inclement weather.

Features and Functionality

  • Business Continuity – Combines Fiber Ethernet Access with our Fixed Wireless Ethernet Access for the highest availability, afforded by two completely diverse connection paths.
  • Capacity and Performance – Ensures an excellent customer experience for business-critical applications.
  • 24/7 Support – Delivers design, installation and maintenance all managed by Windstream Enterprise with dedicated account management support.
  • Multi-purpose Local Access – Supports data, voice and video services that use Ethernet access (SD-WAN, UCaaS, Dynamic IP, MPLS, Internet and Switched Ethernet). Provides a primary connection or physical path diversity and circuit redundancy.
  • Symmetric, Fast Bandwidth – Offers dedicated, symmetrical connections with speeds from 1.5 Mbps to 10 Gbps.
  • End-to-End Uptime SLA Guarantee – Leverages fixed beam radio transmission—engineered for regional environmental factors. Delivers a 99.999% uptime SLA.
  • Network Security – Protects sensitive data, meeting the elevated Payment Card Industry Data Security Standard (PCI DSS) and HIPAA standards, with an authenticated and encrypted bit-level data stream and narrow beam signal.

A site qualification is required for this service. For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Managed Network Security

Service Description

Managed Network Security (MNS) from Windstream Enterprise is a comprehensive suite of managed security services you can apply to your network to minimize network threats and maximize uptime. We employ strong security controls and safeguards to protect our network services and customer information, and continuously verify technologies and security processes through internal and external compliance audits.

The MNS suite lets you choose from Firewall, IPS, Content Filtering, Application Control and security information and event management (SIEM). Our unique position as both a network provider and a managed security provider enables us to combine administration and key network security functions into a single platform, helping you reduce costs.

Features and Functionality

  • Managed Cloud Firewall (MNS Cloud) – Reduces network vulnerability and frees up bandwidth for legitimate traffic by protecting your entire network from threats at the edge via a geographically diverse and redundant firewall residing in the cloud.
  • Managed CPE Firewall (MNS CPE) – Delivers unmatched performance and protection with a managed, on premises-based firewall—all while simplifying your network. We offer models to satisfy any deployment requirement for enterprises and data centers.
  • Managed Virtual Firewall (MNS VNF) – Deploys industry-leading security software on your SD-WAN VMware edge device as a VNF for a fully managed, integrated solution.
  • Secure Remote Access (SRA) – Enables remote users or locations to connect securely to your organization’s SD-WAN and MPLS networks.
  • Email Security (optional add on) – Scans email for a broad spectrum of dangerous or inappropriate content and filters it out before it can penetrate network boundaries, gateways or mail servers.
  • SIEM Threat Monitoring and Log Retention – Analyzes logs from MNS firewalls and customer-owned devices to identify and respond to threats—all while retaining data (up to seven years) to assist with compliance provisions.
  • 24/7 Support – Provides direct access to dedicated security professionals who assist with real-time change requests.

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

SD-WAN (VMware)

Service Description

SD-WAN Concierge™ from Windstream Enterprise delivers networking to branch offices and remote sites via software intelligence regardless of the underlying connection type or carrier. VMware SD-WAN offers smaller branch level to data center enterprise-class appliances that provide secure, optimized connectivity to applications in any location, including private data centers, public clouds and hybrid deployments.

Features and Functionality

  • Concierge service level.
  • Granular visibility and control via single pane of glass.
  • Gateway topology, branch to branch connectivity, hub and spoke.
  • Advanced Quality of Experience (QoE)—dynamic path selection, forward error correction, dynamic packet link steering.

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

SD-WAN (Fortinet)

Service Description

SD-WAN Concierge™ from Windstream Enterprise delivers networking to branch offices and remote sites via software intelligence regardless of the underlying connection type or carrier. The Fortinet SD-WAN Service offers smaller branch level to data center enterprise-class appliances that provide secure, optimized connectivity to applications in any location, including private data centers, public clouds and hybrid deployments.

Features and Functionality

  • Concierge service level.
  • Advance Level Support.
  • Value offer: significantly lower cost per edge device.
  • UTM Security on same appliance.
  • Higher maximum throughput at sites and gateways—bandwidth above 2 Gbps per location.
  • Voice redundancy on gateway failure.

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Cloud Connect

Service Description

Cloud Connect from Windstream Enterprise offers a flexible solution that connects across all network options with bandwidth options ranging from 50 Mbps to 10 Gbps to gain highly secure, performance-optimized access to third-party public and private cloud providers.

Features and Functionality

  • Highly secure, reliable, performance optimized connectivity to all leading CSPs.
  • Application prioritization and integration flexibility.
  • Scalable bandwidth options to meet business needs.
  • Multiple connectivity options, including SD-WAN, MPLS, Switched Ethernet or Wavelength Services.

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

DDoS Mitigation

Service Description

Windstream Enterprise’s DDoS Mitigation service provides end-to-end monitoring, detection, validation and mitigation of DDoS threats, regardless of the number or scale of attacks, on any network (Windstream or third-party). Two affordable pricing models, DDoS Mitigation offers predictable monthly pricing regardless of number and size of attacks, while DDoS Assurance offers a lower monthly fee that covers one mitigation per month with subsequent mitigations being automatically billed as overage charges.

Features and Functionality

  • 24/7 monitoring.
  • Three classes of service.
  • Regular: 15-minute detection and customer escalation (call customer) SLA and 15-minute customer verification (confirm attack with customer) and begin mitigation.
  • Proactive: 15-minute detection identified by engineer followed by proactive mitigation (no customer escalation).
  • Auto-Mitigation: System detection and auto-mitigation (system mitigated vs. engineer mitigated).

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Wavelength (Point-to-Point)

Service Description

Wavelength Services offer point-to-point connections that deliver virtually unlimited bandwidth between your critical locations. Your data is encapsulated in a dedicated optical transport service to create a private wavelength network. Because they’re optical-based, Wavelength Services let you select the bandwidth with the lowest latency and path diversity to meet your most stringent network demands—giving you the reliability, control and business continuity of an optical carrier network.

Based on our software-defined Cloud Core™ architecture, Wavelength Services ensure your network connectivity lives up to the exacting standards imposed by latency-sensitive applications like database synchronization, video and unified communications.

Waves are a fully transparent Layer 1 service that supports customer Layer 2 (Ethernet) and Layer 3 (IP) service protocols, including jumbo frame support. Wavelength Services can terminate at either a Windstream Enterprise transport network Point-of-Presence (POP) or a site where Windstream owns the last-mile fiber to the end-user building.

Features and Functionality

  • Fast deployment so service delivery and bandwidth upgrade intervals are shorter. Bandwidth speed options range from 1 Gbps to 100 Gbps.
  • Optical encrypted waves protect in-flight data from intrusions.
  • 24/7 Network Operations Center (NOC) monitoring and repair support.
  • Route and latency estimates available.

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

Alternate Access

Service Description

Alternate access is available for redundancy in support of the voice services contract. Primary access options are available for select customers.

Options

  • Internet
  • MPLS
  • Ethernet
  • Fixed Wireless (See Fixed Wireless Section)

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

LAN Services

Service Description

LAN services enable strategic improvements to end-user experiences—for customers, guests, patients and employees—by non-intrusively observing and automatically analyzing behavior to increase customer satisfaction, grow revenue and reduce costs.

Having more capabilities does not mean having greater complexity to manage. Leverage the experts at Windstream Enterprise to find, implement and maintain the best solutions—location by location. Leave the configuration, monitoring and maintenance of your LAN to Windstream Enterprise.

Features and Functionality

  • Cloud Managed Switches
  • Secure WiFi and Analytics
  • Intelligent IP Cameras

For more information, contact your assigned Department of Management Services (DMS) Service Delivery Engineer or Windstream Enterprise representative.

How to Order

For information on ordering SUNCOM services, visit the DMS website. Select ‘Place an Order’ or ‘Register as a Customer’ under the SUNCOM links menu on the right side of the page.

You can reach DMS by phone at (888) 4SUNCOM (888-478-6266).

  • Select Option 1 for the Main Menu
  • Select Option 3 for Consulting Services and Service Delivery/Ordering
    • Choose from the following:
      • Press 1 for Consulting Services
      • Press 2 for Ordering

SUNCOM customers with a CSAB account can order services via the CSAB portal.

Trouble Reporting

SUNCOM Communication Services (SCS) related issues, such as outages or degraded performance, should be reported to Windstream Enterprise. This can be accomplished by filling out the Trouble Ticket Request Form, or by calling the toll-free number (833) 241-0109. An associated Windstream Enterprise reference number will be assigned once the request form is submitted.

After Windstream Enterprise has researched the report, or the issue is related to a major outage, escalation requests can be submitted to the SUNCOM Network Operations Center (SNOC) via the SUNCOM Incident Management System (SIMS). Escalation requests outside of normal business hours can be made via the SUNCOM toll-free number: (888) 4SUNCOM (888-478-6266) and selecting options 1, 1 and 8. To request an escalation, the Windstream Enterprise reference number is required.

  • CSAB ordering assistance can be requested from DMS by opening a ticket in the SUNCOM Incident Management System (SIMS). The link to SIMS can be found on the customer’s CSAB homepage dashboard under ‘Communications’.
  • A link to SIMS is also available on the CSAB portal login page – ‘Support (SIMS)’. The customer does not need to be logged in to CSAB to make the request for assistance. However, an active user account with ordering privileges is required to place an order.
  • Customers can also request ordering assistance from DMS by calling (888) 4SUNCOM (888-478-6266) and following the prompts to “ordering.”

Please see the steps for registration.

  • Assistance can be requested from DMS by opening a ticket in the SUNCOM Incident Management System (SIMS). The link to SIMS can be found on the customer’s CSAB homepage dashboard under ‘Communications’.
  • A link to SIMS is also available on the CSAB portal login page – ‘Support (SIMS)’. The customer does not need to be logged in to CSAB to make the request for assistance. However, an active user account with ordering privileges is required to place an order.
  • Customers can also request assistance from DMS by calling (888) 4SUNCOM (888-478-6266) and selecting options 1, 1 and 8.

Contact Us

Windstream Enterprise Sales Team

Walter Perkins
Account Director
Walter.C.Perkins@windstream.com
(850) 570-7991
(850) 570-7991

Todd Yori
Account Director
Todd.Yori@windstream.com
(850) 403-0429

SUNCOM Contacts
Contact Us / Telecommunications / Business Operations / Florida Department of Management Services – DMS (myflorida.com)