2.13.3  Voice Premise Communications

Manual Transmittal

July 02, 2013

Purpose

(1) This transmits revised IRM 2.13.3, Enterprise Networks, Voice Premise Communications.

Material Changes

(1) This IRM has been prepared in accordance with requirements resulting from the IRM restructuring and IRS modernization efforts. It provides guidance and directions for telecommunications services and knowledge of the processes and standards that are in place.

(2) Enterprise Networks was replaced by User and Network Services throughout the document.

Effect on Other Documents

IRM 2.13.3 dated August 9, 2006, is superseded.

Audience

The User and Network Services (UNS) organizations and other divisions and functions needing telecommunications will use this IRM.

Effective Date

(07-02-2013)

Terence V. Milholland
Chief Technology Officer

2.13.3.1  (07-02-2013)
Overview

  1. This IRM describes the telecommunications products and services supplied by the User and Network Services (UNS) the IRS. Telecommunications products and services supplied by the UNS consists of Voice Communications, Private Branch Exchange.

2.13.3.2  (05-31-2013)
Voice Communications

  1. UNS, Voice Business Services provides nationwide support for the installation of telecommunications systems and wiring for IRS locations. Voice Services will assist IRS personnel in determining the best telecommunications solution based on the requirements of the site.

2.13.3.2.1  (05-31-2013)
Types of GSA Users

  1. There are two types of GSA users:

    1. Mandatory Users - As defined by GSA, mandatory users must use the consolidated local telecommunications service that is provided to all Federal agencies located in a building, complex, or geographical area.

    2. Non-mandatory Users - If GSA cannot meet the needs of the user, the user can request an exception to GSA services.

  2. For a Delegation of Procurement Authority (DPA), follow guidelines listed in the Federal Information Resources Management Regulation (FIRMR) Section 201-24.102. Users should contact their Procurement Office to identify the correct contract.

2.13.3.3  (05-31-2013)
Private Branch Exchange (PBX)

  1. A Private Branch Exchange (PBX) is a private switching system, usually located on a customer’s premises with an attendant console. It is connected to a common group of lines from one or more central offices to provide service to a number of individual phones.

2.13.3.3.1  (05-31-2013)
Related Resources

  1. IRM 2.13.8 Voice Systems Security

  2. NIST SP 800-24, PBX Vulnerability Analysis: Finding Holes in Your PBX Before Someone Else Does, August 2000.

  3. IRM 10.8.1, Information Technology (IT) Security, Policy and Guidance.

2.13.3.3.2  (05-31-2013)
PBX Security

  1. All users should reference IRM 2.13.8 EN Voice System Security, and IRM 10.8.1, Information Technology (IT) Security, Policy, and Guidance, Section 10.8.1.5.4.5. These IRM's provide guidance for all UNS (EN) voice systems managed at the Internal Revenue Service (IRS), and in addition with the below guideline provides procedures, and processes for all IRS personnel, and contractors who must ensure telecommunications systems security.

  2. PBX security is performed by single or multiple passwords for access to system administration functions. A user can limit the duration of a password. A security review of the system is conducted at the time of installation or cut-over to ensure that:

    1. All avenues are protected.

    2. 800 and 900 charge back numbers are not authorized.

    3. Modem connections are protected with lock-and-key type modems and should be disabled when not in use, Reference IRM 2.13.8 (Switch Control Access and modems). The POC should disable modems when not in use for remote access due to problem solving/or monitor remote access ports.

    4. PBXs must be installed in secure telecommunications rooms, and shall have restricted access to the PBX equipment only to authorized personnel.

  3. On-site administrators perform annual inspections to ensure that new applications do not override the current security.

2.13.3.3.3  (05-31-2013)
Call Restrictions on PBX and Key Systems

  1. Call restrictions are necessary to protect Government resources from unauthorized use and abuse of trunk-to-trunk transfers, third party billing, and transfers to telephone numbers outside of the PBX. These features would give unauthorized access to anyone to the IRS' administration telephone systems, gain access to outgoing trunks, and make telephone calls to anywhere in the world. These features cannot be controlled and would open the Service up to waste, fraud, and abuse on a very large scale. The IRS is obligated to report fraud and abuse, and cannot authorize the enabling of trunk-to-trunk transferring, third party billing, and transfers to telephone numbers outside of the PBX.

  2. If an employee has a requirement for such a feature and this task can be accomplished for this member only, a request shall be submitted to the National Office, Voice Business Services for approval. If the entire phone system has to be enabled in order to activate this feature, a request with detail justification shall be submitted to the Director of UNS for approval.

  3. The Voice Business Services is responsible for the installation of Voice Telephone systems. The installation will include restrictions on trunk-to-trunk transfers, third party billing, 900, and sexual solicitation telephone numbers.

  4. Users of PBX and Key systems must include a direct call back number on all voice and E-mail greetings when they are not at their primary telephone numbers. Users can also request Message Manager from the VMS Section so that voice calls on the system can be transferred to their E-mail account.

  5. If there are special requirements refer them to the National Office, Engineering Section of UNS for resolution.

2.13.3.3.4  (05-31-2013)
Purchase of a PBX

  1. For more information on the purchase, enhancements, and installation of a PBX, contact the UNS Voice Business Services. The Voice Business Services will help to establish user requirements and subsequent system configurations with help from vendors. Assistance with system funding will be provided as required.

2.13.3.3.5  (05-31-2013)
How To Request To Move/Relocate a PBX Machine

  1. To excess PBX equipment PBX greater than 7 years old, and maintained by UNS-Voice Services, the site Point of Contact (POC) is to open and OS GetServices Ticket Please select this link to submit your ticket. UNS-Voice Services will send an email verifying the age of the equipment.

  2. OS GetService Ticket should include the following:

    1. Location - address, city, state, zip code, TNET Code, GSA Building Code

    2. Equipment Type (Make and Model)

    3. Date of De-installation

    4. POC Contact Information

    5. Serial Number and Model Number

    6. Asset Tag/Barcode Number

    7. Sold to Number

  3. UNS - Voice Services is responsible for coordinating with the vendor to have the equipment de-installed.

  4. Once the equipment has been de-installed, the Local Telecom POC is responsible for contacting the local inventory person. The local inventory person will work with the POC to prepare the necessary paperwork. However, if a local inventory person is not available for local support, the POC should open a ticket to, send an email to the following email address and Asset Management will work with the Local POC to coordinate excess. REMINDER: a ticket should not be opened until the PBX has been de-installed, and ready for pick up by AWSS. If a ticket is opened, please include the information requested in the attached template, and add the template to the ticket for processing.

  5. Asset Management will assist in creating the disposal paperwork, and work with AWSS. REFM will finalize disposal in Asset Manager and, the Local POC is responsible for overseeing that the PBX is excessed correctly, such as:

    1. Removing all data from the hard drives or physically removing the hard drives, and sanitize any pseudo storage.

    2. Ensuring the PBX is de-installed.

    3. Moving the equipment to a location that is accessible to the local AWSS person who will verify the asset tags/barcodes.

2.13.3.3.6  (05-31-2013)
Disconnecting Old Circuits to the Excessed PBX

  1. Local telecom POC is responsible for submitting disconnect orders to the Local Exchange Carrier (LEC) for old local PRI's, old Plain Old Telephone System (POTS) lines, and if POTS Lines or Local PRI has long distance, ensure to place disconnect orders through AT&T's Business Direct system as appropriate.

2.13.3.3.7  (05-31-2013)
Relocation of Private Branch Exchange (PBX) equipment PBX Equal to or Less Than 7 Years Old and Maintained by UNS-Voice Services

  1. PBX equipment maintained by UNS-Voice Services that is equal to or less than 7 years old should be relocated to the new location and NOT surplused. The site POC is to open a OS GetServices Ticket, please select link to submit ticket. UNS-Voice Services - PBX team, and management will determine where the PBX equipment will be relocated. If for some reason the PBX equipment will not be relocated, the Telecom Staff will send an email notification to UNS-Voice Service PBX Project Manager (PM). Decision as to the outcome of the PBX will be based on upper management.

  2. If a decision is made to relocate the PBX, the Telecom POC of the releasing site will be notified by UNS-Voice Services via an email of the relocation site, and the following information will be requested:

    1. Email from the Local Telecom POC of the releasing site with the "Subject Line" entitled, Relocation PBX Request.

    2. Email should include the following information:

      From and To Locations - address, city, state, zip code, TNET Code, GSA Building Code.

      Equipment Type (Make and Model)

      POC Contact Information

      Serial Number and Model Number

      Asset Tag/Barcode Number

      Sold to Number

      Tentative Installation Date at the "To" Location

  3. UNS-Voice Services will contact the vendor, and inform the vendor of a potential relocation of the PBX equipment, and for the vendor to conduct a site survey of the equipment. The vendor will be Verizon, the current PBX maintenance contract holder.

  4. After initial contact by UNS-Voice Services, the vendor will contact the POC to schedule a site survey. Site surveys will be completed at both the releasing site, and receiving site.

  5. After the completion of the site-surveys at both locations, the vendor will coordinate with the local POC of the releasing site for a date for de-installation.

  6. The local telecom office of the releasing site is responsible for packing, shipping arrangements, and expenses to ship the PBX to the new location.

  7. Once a release date for the equipment has been determined, the local telecom POC is responsible for contacting the local inventory person. The local inventory person will work with the POC to prepare the necessary paperwork. However, if a local inventory person is not available for local support, the POC should open a ticket to ,and Asset Management will work with the local POC. REMINDER: A ticket should not be opened until the PBX has been scheduled for release, and ready for shipment. If a ticket is opened, please include the information requested in the attached template, and add the template to the ticket for processing.

  8. Once the PBX equipment has been shipped, and received at the desired location, the receiving site local telecom POC, will contact UNS-Voice Services of the date of receipt. UNS will coordinate installation with the vendor, and the local telecom POC.

2.13.3.3.8  (05-31-2013)
Disconnecting Old Circuits to the Relocated PBX

  1. The local telecom POC is responsible for submitting disconnect orders to the LEC for old local PR's and, old POTS lines, and if POTS Lines or Local PRI has long distance, ensure to place disconnect orders through AT&T's Business Direct system as appropriate.

2.13.3.3.9  (05-31-2013)
Excess of Private Branch Exchange (PBX) Equipment NOT Maintained by UNS-Voice Services and all Electronic Key Telephone Systems (EKTS)

  1. To excess PBX and EKTS equipment that is maintained by the local telecom office, the site POC is to send an email to Asset Management, and the local AWSS REFM POC.

  2. The email subject line should read, Excess Telecom PBX/EKTX Equipment Locally Maintained.

  3. The email should include the following:

    Location - address, city, state, zip code, TNET Code, GSA Building Code.

    Equipment Type (Make and Model)

    Date of Excess

    POC Contact Information

    Serial Number and Model Number

    Asset Tag/Barcode Number

  4. When the equipment is ready to excess, the local telecom POC is responsible for contacting the local inventory person. The local inventory person will work with the POC to prepare the necessary paperwork. However, if a local inventory person is not available for local support, the POC should open a ticket to please submit your email to the following address, and Asset Management will work with the local POC to ensure inventory is properly excessed. REMINDER: A ticket should not be opened until the equipment is ready to excess.

    1. Removing all data from the hard drives or physically removing the hard drives, and sanitize any pseudo storage.

    2. Ensuring the equipment is sanitized.

    3. Moving the equipment to a location that is accessible to the local AWSS person who will verify the asset tags/barcodes. If a ticket is opened, please include the information requested in the attached template, and add the template to the ticket for processing.

2.13.3.4  (05-31-2013)
PBX and EKTS Resources

  1. No PBX or EKTS resource will be installed, de-installed, or re-installed without an approved Appropriation (APR), and funding from the UNS-Voice Business Services.

2.13.3.4.1  (05-31-2013)
Telecommunications Record Keeping

  1. Detailed records must be established, and maintained by the local operational staff at each site. These records must include a maintenance log, and an entry log.

    Note:

    Refer to IRM 2.13.8, Voice Systems Security for more information on Telecommunications Record Keeping.

2.13.3.4.2  (05-31-2013)
How To Report A PBX Problem

  1. Customer must open a "Fix It" ticket requesting repair services through the OS GetServices. Please go to this website to submit a ticket.

2.13.3.4.3  (05-31-2013)
Maintenance of the Systems

  1. The Voice Service Section will maintain the voice systems through a GSA maintenance contract. Users of the system must ensure the correct data is entered into the system based on moves, adds, and changes. The Voice Business Services will inspect equipment, and maintenance reports to ensure that proper preventive maintenance is being carried out prior to payment.


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