Centurylink Doing Business As Lumen Logo

now doing business as Lumen

STATE OF FLORIDA DMS -
LUMEN SOLUTIONS

Delivering the Florida public sector performance-driven network solutions to support citizens and stakeholders

CenturyLink Contract Number: DMS-17/18-004A
7/1/2020 – 7/1/2025

SUNCOM and Lumen working together to deliver value-driven Performance, Price and Reliability

Effective communication solutions that offer uncommon value are mission critical. That's why Lumen Government and Education Solutions are designed to help you achieve the increased productivity and efficiency you need to exceed your communities' expectations. Lumen, formerly Centurylink, is a global leader in network services and hosted IT solutions for government entities, businesses, and consumers in local, national, and international markets. Our partnership with SUNCOM has been developed to bring comprehensive technology solutions to you and your customers.

Our Florida-based State, Local and Educational (SLED) team of sales, support, technical and program management professionals provide high quality solutions and outstanding customer service.

Unified Communications (Dedicated and Cloud-based Phone Services)

Service Category 1

Cisco HCS, delivered by Lumen®, is a comprehensive, agile, single tenant service that solves your communication challenges by providing rich collaboration virtually anywhere, delivered as a service.
 
  • Voice and video as a service
  • Voicemail and integrated messaging as a service 
  • IM and Presence as a Service 
  • Mobility-as-a-Service
  • Contact Center-as-a-Service
  • Web Conferencing-as-a-Service
  • Minimum 250 users across a single agency
  • Delivered via MFN2 network
  • Delivered over the top of any Internet or additional dedicated WAN/SD-WAN services to build fully redundant per-site network options
  • Requires separate PSTN connections that can be traditional TDM or SIP Trunks (recommended)

Operator Assisted Audio Conferencing from Lumen allows you to schedule Operator Assisted Audio conferences 24 hours a day, 7 days a week for large audience with up to 10,000+ attendees. Lumen offers three types of Operator Assisted Audio Conferencing services: 
 
  • Passcode Entry (Auditorium): Attendees enter a passcode immediately entering them into the event. An operator is dedicated to the event allowing for operator led Q&A and Polling. Ideal for your largest Events. 10,000+ attendee limit 
  • Basic Op-Assisted (Connections): Operator greets all attendees on entry. Operators can be reached by pressing *0 as they are not dedicated to the event. 50 attendee limit 
  • Operator Greeted Entry (Event Audio): Fully operator assisted event with all features available. Operators greet all attendees on entry. An operator is dedicated to the event allowing for operator led Q&A and Polling. Ideal for your highest touch Events. 500 attendees
  • Support: To reach a live support agent via phone 24/7 you can call into +1-719-785-5525 or +1-866-908-2848 and follow the prompts. 

 

Reservationless Audio Conferencing allows for easy to use audio conferencing without the need to make a reservation. Schedule or run ad-hoc conferences with up to 300 people. This convenient way to collaborate with others is competitively priced and allows for users to connect from domestic & international locations.

  • Single dial-in number and access code for instant conferencing 24/7 — no reservations necessary
  • Participants virtually anywhere in the world can dial-in using global conference dial-in numbers. Lumen provides a single phone number per region
  • Security features like lock conference and Conference Security Code help you maintain chairperson control and conference security
  • Support: To reach a live support agent via phone 24/7 you can call into +1-719-785-5525 or +1-866-908-2848 and follow the prompts. 

Cisco IP Phone and Video Endpoint hardware that can be purchased as a one-time charge in conjunction with any Cisco HCS, Calling or Conferencing solution.

  • Customer can choose from a catalog of Cisco approved hardware to work in conjunction with the associated Cisco Cloud platform
  • Catalog includes maintenance that should be purchased with the hardware
  • Pricing is "Not to Exceed" the catalog
  • A Lumen Engineer or Specialist will help with proper device selections based on end user requirements and system design

Hosted VoIP offers advanced, cloud-based calling features over the Lumen® privately owned fiber network using the geo-redundant BroadSoft BroadWorks platform for added business continuity and security. Lumen® Hosted VoIP scales easily and includes all upgrades and improvements at no additional cost.
 
  • Feature-rich Polycom IP handsets
  • Simple portal for management and common feature set for end users
  • Failover and recovery mode rollover/rollback options
  • Flexible service allowing you to pay only for features per user type
  • Scale from a few users to over 10,000 per location
  • Delivered via MFN2 or optional delivery over the top of any Internet
  • Pricing includes PSTN connectivity

Lumen® SD-WAN Solutions help reduce the complexity and risks of network transformation by securing and coordinating workloads across the full range of connectivity types on a single, automated platform with centralized visibility and control.
 
  • Strengthen security with end-to-end visibility, next-generation firewall capabilities and encryption to help minimize security risk
  • Optimize app performance and availability with real-time analytics visibility and control to help increase productivity and optimize cloud and app performance
  • Increase network agility by providing on-demand scalability to make changes in near real-time to quickly meet evolving business needs
  • SD-WAN is network agnostic and allows the integration of multiple transports.  Intelligent use of public and private transports to augment MPLS and Ethernet with budget-friendly dedicated internet, broadband and 4G/LTE access
  • SD-WAN appliances sized appropriately for various site High Availability (HA), bandwidth and security needs.  Ethernet handoff for all circuits is required

Lumen® voice transition services is a Scope of Work (SOW) based functional practice that is provided across all voice platforms supported by a deep ecosystem of specialists. Some product services have transition services already built into their pricing and more complex transition services are quoted on a case by case basis.

  • Ability to provide Walk-in Takeover (WITO) support for legacy systems while transitioning to new SCS services
  • Develop strategic engineering designs and project plans that include integration to legacy systems to facilitate large, complex migrations that cannot experience downtime
  • Provide detailed system documentation, operational guides, end user and admin training, all customized to fit the needs of the agency
  • Agencies can utilize self-enablement resources for less complex or business as usual activities and escalate to additional support resources as needed

SIP Trunking

Service Category 2

Lumen® IQ SIP Trunk is an optimized voice communication service with simple, scalable and cost-effective service features that will modernize how your business communicates.

  • Choose from Standard or Enterprise Sessions that support session pooling, trunk-level failover and diverse route planning, all controlled from a single portal
  • Delivery to the MFN2 network is designed to be diverse.  Customers can also select the Enterprise Sessions to enable geo-diverse SBCs in the Lumen Network
  • Agencies can bring their own customer premise SBC or purchase a managed SBC using this contract
  • Certified to work with Cisco, Avaya, ShoreTel, Adtran, AudioCodes and others
  • Supports Centralized and Decentralized designs without incurring additional trunk costs due to session pooling
  • Enables business continuity with additional failover options to IP, PSTN and PRI
  • Admin and User portal access

Lumen Cloud Connect Solutions provides you with a network as flexible and agile as the cloud, seamlessly linking your cloud environments over private and secure connections to leading cloud service providers. Delivering secure, high-performance connections to Amazon Web Services, Microsoft Azure, Google Cloud, IBM Cloud, Oracle Cloud Infrastructure and many other leading public and private clouds
 
  • Efficiency: Connect offices around the world to the local cloud and datacenter resources needed to run mission critical applications
  • Security: When choosing private connectivity, the applications for you to migrate and optimize to the cloud, are within your trusted perimeter and external threats are minimized
  • Agility: Connect to a range of clouds, range of technologies and speeds, turn up service quickly, scale bandwidth dynamically, pay only for what is used
  • Performance: Maintain control over the end-to-end performance of applications as you migrate them to public and private clouds
  • SOW Based quotes

Lumen® SD-WAN Solutions help reduce the complexity and risks of network transformation by securing and coordinating workloads across the full range of connectivity types on a single, automated platform with centralized visibility and control.
 
  • Strengthen security with end-to-end visibility, next-generation firewall capabilities and encryption to help minimize security risk
  • Optimize app performance and availability with real-time analytics visibility and control to help increase productivity and optimize cloud and app performance
  • Increase network agility by providing on-demand scalability to make changes in near real-time to quickly meet evolving business needs
  • SD-WAN is network agnostic and allows the integration of multiple transports.  Intelligent use of public and private transports to augment MPLS and Ethernet with budget-friendly dedicated internet, broadband and 4G/LTE access
  • SD-WAN appliances sized appropriately for various site High Availability (HA), bandwidth and security needs.  Ethernet handoff for all circuits is required

Contact Center (Dedicated and Cloud-based Contact Centers)

Service Category 3

The Lumen® Contact Center Solution is based on our existing Interaction Routing, a hosted Automatic Call Distributor (ACD) platform, and our Hosted Interactive Voice Response (IVR) platform. Both platforms are currently deployed, managed, and seamlessly integrated into the Lumen® network. Our cloud-based solution has all of the Lumen® network security solutions in place to help ensure that customer data and voice traffic cannot be compromised by outside sources.

  • The ability to increase or decrease the number of Contact Center agents.
  • Support Multiple Contact Center Partitions
  • Contact center agents with the flexibility to interact with other Contact Centers
  • Redundancy in geographically diverse locations for Multi-tenant Contact Center services
  • Multi-Channel capability
  • Network Queuing
  • Skills-based routing
  • Supports agents using either a VoIP phone, soft phone or other approved devices
  • Integrated learning tools and coaching management tools for Customer use
  • The ability to integrate with a Customer’s end-user’s Customer Relationship Management system

Genesys Cloud is a web-based suite of cloud services for enterprise-grade communications, collaboration, and customer experience management. Along with CCS as the inbound voice solution, Genesys Cloud services can replace various existing IT systems and applications (PBXs, ACDs, IVRs, and more) or can also work alongside them.

Genesys Cloud incorporates a call center functionality that handles every aspect of customer interaction, including speech-enabled Interactive Voice Response (IVR); Automatic Call Distribution (ACD); skills-based queuing and routing of interactions; recording and archival of all interaction types; real-time monitoring and supervision; insightful data analytics; and much more. Genesys Cloud includes:

  • Call agent interface
  • Contact Center Management
  • Genesys Cloud ACD
  • Outbound dialing
  • Scripting
  • Performance Monitoring
  • Workforce Management (WFM)
  • Quality Management
  • Integrations

Centrex Services

Service Category 4

Central Office-based Switching System Local Access Services, referred to as Centrex Services

  • Analog and Digital Centrex services
  • PRI Support
  • Lumen currently maintains DMS 100 Feature Packages in support of the current TDM Centrex system functionality

Other Related Services

Many flexible options for Lumen® Toll-Free and Long Distance service as part of our overall portfolio
 
  • Long distance provided on all services
  • International Long Distance
  • Toll-Free on all services
  • Operator Service
  • Answer and Disconnect Supervision
  • Block calls to certain numbers (976, 974)
  • Support of Fax and Modem calls
  • Lumen will port existing 800 numbers
  • Lumen has failover built into the solution and can reroute 800 numbers
  • Can block 800 numbers from certain areas
  • DNIS and ANI delivered
  • Percentage allocation routing
  • Take back and transfer on SIP trunks

Lumen® DIA Networking is a state-of-the-art global infrastructure that offers voice, video, and data services for today’s most demanding customers. It is based on a converged services platform that allows customers to build comprehensive network solutions using advanced implementations of internet protocol (IP) and multi-protocol label switching (MPLS) technologies. Lumen DIA Networking delivers economical, flexible, and feature-rich options that are scalable and designed to offer a consistent customer experience on a global basis. 

  • Lumen owns, operates, or leases approximately 450,000 global route miles of fiber
  • Lumen serves customers in over 60 countries
  • Dual POP resiliency in major centers
  • Seamless connectivity into Lumen® data centers around the globe
  • Extensive Peering Arrangements
  • Control Center Web-Based Customer Portal
  • Complete Network Monitoring and Management through Network Management Service
  • Flat Rate, Tiered or Usage Billing

Comprehensive offerings for Lumen® Managed Enterprise help DMS and its agencies reduce their overall cost of voice and data integration, network operations and security infrastructure. A well-planned service management strategy can liberate IT departments to develop applications and implement strategies that take full advantage of optimized, next-generation IT services. Thus, this framework frees customers to grow and change and allows for lower, more predictable costs than in-house approaches.

  • High levels of expertise to design, install and proactively manage
  • Full reporting and visibility available
  • Internal IT staff can focus on more critical business needs
  • Full 24/7/365 professional monitoring, troubleshooting and response
  • Proactive monitoring of customer environments and alerts to incidents while responding and resolving them

Live Answer Call Center with staffing to help with overflow or emergency situations. The service can be offered as level 1-3 trained staff with the capability to include integration to customer backend databases.

  • Activate tier 1 call center with agents in 72 hours
  • Agents deployed statewide
  • Multilingual
  • Proven Agency Successes (DoH,DEM,DCF)
  • Dashboard reporting
  • IVR front end option

List of Lumen labor and professional services for additional labor options for complex engagements
 
  • Use for customer Scope Of Work (SOW) projects
  • Services outside of baseline configurations as defined by State Contract
  • Complex Call Centers
  • IVR Services

Notify delivers a robust, multi-channel communications solution that gives you the power to easily deliver notifications to large or small groups of people by voice, email, text message or fax. Notify makes it fast, easy and cost effective to send messages that enable you to connect with your customers.

As a hosted solution, this Lumen service is highly scalable, enabling rapid delivery of priority messages. In fact, it has the capacity to support millions of multi-channel communications

  • On-demand, hosted solution with no required capital expenditures
  • Robust platform and services features that support voice, email, SMS and fax
  • Access via a self-service portal or API integration into your systems
  • Detailed reporting for program analysis and efficiency optimization