State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-fax Service Offering Definition (SOD)

Transcription

1 State of Wisconsin Division of Enterprise Technology (DET) Enterprise E-fax Service Offering Definition (SOD) 2

2 Document Revision History Date Version Creator Notes 01/04/ Lisa Jorgensen Initial Draft 05/31/ Lisa Jorgensen Modifications 06/02/ Lisa Jorgensen Additional Modifications 06/03/ Wendy Fassbender Edits 3

3 Table of Contents Introduction... 5 What Is Included... 5 What Is Not Included... 5 Benefits... 6 Service Description... 6 Service Period... 6 Roles and Responsibilities... 6 Configuration Diagram... 7 How Services Are Charged... 7 Notes:

4 Enterprise E-Fax SOD v1.3 Introduction The Enterprise E-Fax service offers an enterprise software solution for electronic faxing. The service allows agencies to combine fax, , and document recognition technologies for document delivery to and from the Enterprise system as well as integration with file systems and third party document management solutions. What Is Included The following items are included within the Enterprise E-Fax service: Full Desktop Client (Optional. Requires new ID to use full client) Web Client Inbound Faxing (Requires phone number) Outbound Faxing Integration with Exchange Active Directory integration (with domain trust and full desktop client or web interface) Fax delivery to a network printer Fax delivery to a network share (Requires a trust) Optical Character Recognition capabilities Agency Custom Coversheets (Requires RightFax account) Test Environment (Special setup required) What Is Not Included Below is a list of items not included in the Enterprise E-Fax service: Provisioning of 800 numbers Charges for 800 number usage Forwarding of existing fax numbers (Must be arranged w/ agency telco) Coversheet creation and design Troubleshooting of agency managed fax numbers Agency forwarding setup Agency specific Desktop Documentation Agency desktop support for Outlook or full desktop client Setup and support of distribution lists Charges for porting of existing fax numbers Enterprise E-Fax SOD v1.3 5

5 Enterprise E-Fax SOD v1.3 Benefits DET previously analyzed the potential cost savings within the Department of Administration if all traditional fax machines and lines were decommissioned and replaced with integrated faxing, and the cost savings would be quite significant. Most documents that are faxed are initially created electronically, so faxing them electronically saves printing costs and staff time. For paper documents, most agencies have the ability to scan documents via multi-function devices to a network drive. The scanned document can then be faxed via to a traditional fax machine. For incoming faxes, agencies can have the faxes delivered to an individual mailbox, a shared mailbox, an distribution list, a printer, or a network share. Existing fax numbers can be forwarded or re-assigned to the RightFax system, so no change is required for customers sending faxes using traditional fax machines. Service Description The Enterprise E-Fax service provides a solution that gives agencies the ability to control and tailor a document delivery environment to meet their business needs. The Enterprise E-Fax Service integrates with , network printers or shares, and many CRM, ERP, document management, imaging, archival, call center, copier/scanner systems, as well as host, legacy and mainframe applications. The Enterprise E-Fax service provides the desktop application and gateways needed to enable any user to send and receive faxes at the desktop. Special setup and dedicated phone numbers and/or mailboxes are needed in order to receive inbound fax. Inbound faxes can be directed to shared or dedicated mailboxes or other platforms such as a file server or document management system. Outbound faxing can be initiated from any mailbox on the enterprise system, the web interface, or using a full desktop client. The full client is available at no cost to all Enterprise customers, but is fully supported by agency desktop support staff, not DET. Support for this service is provided from 8:00 am to 5:00 pm Monday through Friday. After hours and weekend support is via best effort standby support. If there is an urgent problem, a ticket with an urgent priority code should be opened with the Enterprise Service Desk and best effort will be used to provide support. Service Period The SOD, RnR and Rate will be reviewed annually to determine if any modifications are required. Roles and Responsibilities Roles and Responsibilities for the Enterprise E-fax service can be found here. Enterprise E-Fax SOD v1.3 6

6 Enterprise E-Fax SOD v1.3 Configuration Diagram RightFax Infrastructure Diagram UAT RightFax SQL 2005 server UAT RightFax Server (VM) (4 channels) DEV Exchange 2007 Hub Transport server RightFax SQL 2005 server T1 (2) (46 channels available for calls local 608 numbers only) Dedicated DHS Long distance T1 (23 channels available for calls incoming 800 numbers only) RightFax T2100 Gateway (3 incoming T1 capacity) PROD RightFax Server (VM) (24 channels licensed) Kofax server (CARES ECM connection) DRAFT 06/02/2011 DWD RightFax Servers Independent of Enterprise RightFax, only shares T1 and Gateway Exchange 2007 Hub Transport servers (4) How Services Are Charged Enterprise E-Fax services will be charged at.21 cents per mailbox per month and will be applied directly to all dedicated mailboxes on the Enterprise system. Please see the DOA IT Services Rate Sheet for rate information. Notes: Enterprise E-Fax SOD v1.3 7