• Provide Maintenance and Support work for St. Johns Medical Center ( "CustomerSHANDS"), by the direction of the UF Health Shands Communication IT/Telecom team and related individuals.
• The work shall include normal technician maintenance duties, such as, but may not be limited to, the following:
• Respond to voice system Move, Add, Change and Deletion (MACD) needs.
• Take action on trouble ticket reports.
• Support ancillary events to impact the voice systems (such as planned network outages).
• Document and maintain records of the current system construct, citing location, software and hardware versions and vintages.
• Open cases with AVAYA National Assistance Technical Center Support when needed.
• Facilitate coordination between Optivor and CustomerSHANDS on maintenance routines and requests.
• Perform troubleshooting and testing services as required.
• Install hardware provided by SHANDS Customer acquired by Optivor Technologies (Optivor) and related Peripherals needed to support the Support agreement.
• Support shall be performed 7:30AM - 4:30PM, Monday - Friday, excluding Optivor recognized national holidays, at SHANDS Customer sites requiring Support services.
• llocate additional skilled resources if required, with Customer Shands approval for possible additional cost.
• Onsite staff will perform preventive maintenance as needed to include Service Packs and Feature Packs. Major upgrades will be quoted and scheduled.
• Onsite staff will need to review and install critical security patches within a fourteen-day window
• The onsite staff will need to be trained to support softphone or optional Avaya features
vaya Aura Applications - which include:
i. vaya Aura System Manager (SMGR)
ii. vaya Aura Session Manager (SM)
iii. vaya Aura Communication Manager (CM)
iv. vaya WebLM
v. vaya Aura Device Services (AADS)
vi. vaya Gateways G4x0 (450 / 430)
vii. vaya Aura Call Center Elite (AACCE)
viii. vaya Call Management System (CMS)
ix. vaya Session Border Controller Enterprise (AClientE)
