• CALNET

    Welcome to the CALNET Web Portal, your resource to all information related to Verizon’s products and services offered through the CALNET 3  and CALNET NextGen contracts.

    From this site you can view our Product Catalog of Services and Pricing, access your Verizon CALNET Services to view invoices, open trouble tickets, review your inventory and much more 24 hours a day, seven days a week. 

     

     

    View details about Verizon's CALNET contract below:

     

    Quick Tasks

    CALNET NextGen Contracts

    C4-LEG-13-02-TS-08
    C4-DNCS-19-001-28

    Contract details +
    Service Level Agreements +
    Product catalog +
    • Category 15 - Dedicated Transport

      Land based transport services to include one or more of the following: DS0, DS1, DS3, ISDN PRI.

      Category 16 - Long Distance Calling

      Domestic and international calling with Audio/IP Audio Conferencing services.

      Category 17 - Toll Free Voice Calling

      Domestic and international Toll Free/IP Toll Free Voice Calling including enhanced Toll Free/IP Toll Free Routing services.

      Category 20 - MPLS Data Network

      Verizon Network-based MPLS Data Services.

      Category 21 - Standalone VoIP

      Verizon is providing a Hosted VoIP solution in Standalone configurations that include the Local Area Network (LAN) and Private Internet Protocol (IP) Wide Area Network (WAN). This service includes a full feature set of Unified Communications experience options for VoIP, for remote users.

      Category 23 - Metropolitan Area Network Ethernet

      Verizon Network-based Ethernet Service.

      Category 24 - Flat Rate Internet Service

      Flat Rate Internet is a Dedicated Internet access service that provides high-speed Internet access through communications facilities managed by Verizon. This service assembly includes dedicated Internet port, transport from the customer site to the nearest Verizon Point-of-Presence with the options to have a Verizon owned/managed router.

      Category 25 - Sustained Bandwidth Internet Service

      Sustained Bandwidth Internet Service is a Dedicated Internet access service that provides high-speed Internet access through communications facilities managed by Verizon. This service assembly includes dedicated Internet port, transport from the customer site to the nearest Verizon Point-of-Presence with the options to have a Verizon owned/managed router.

      Category 27 - Standard Contact Center Services

      Contact Center Services include Verizon Hosted Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) services. Verizon’s Hosted Contact Center Solutions portfolio provides the most enhanced comprehensive, managed, network-routing solution that intelligently routes multimedia transactions and web push collaboration for contact centers. Hosted Intelligent Contact Routing gives customers with multiple contact centers the power to operate as one virtual enterprise or independently to meet business needs.

      Category 28 - Custom Contact Center Services

      Customized Contact Center Consulting Services provide Verizon consulting services specific to Contact Center projects. These customized Contact Center Consulting Services include planning, execution, implementation, specialized training, and process improvement. These services provide important elements for customizing the Contact Center solution by tailoring to a client's unique environment which is critical with any comprehensive Contact Center solution.

      Category 29 - Converged VoIP

      Verizon provides a Hosted VoIP solution with the same benefits of Category 21, leveraging the converged private MPLS network connection in Category 20. This service also includes a full feature set of Unified Communications experience options for VoIP, for remote users. Verizon also offers MS Teams supported VoIP direct connect service along with other VoIP and Conferencing solutions.

      Category 30 - Broadband with Internet Service

      Verizon Network-based Bandwidth Internet Service.

       


    CALNET 3 Contracts

    C3-A-13-02-TS-08
    C3-B-13-02-TS-08

    Contract details +
    Service Level Agreements +
    Product catalog +
    • Subcategory 1.1 - Dedicated Transport

      Land based transport services to include one or more of the following: DS0, DS1, DS3, ISDN PRI.

      Subcategory 1.2 - Multiprotocol Label Switching (MPLS) Virtual Private Networking (VPN), and Converged Voice over Internet Protocol (VoIP) Telephony

      Network based MPLS data services where the switching equipment is owned and maintained by the Contractor; Converged VoIP services where the end user LAN is utilized and VoIP traffic is converged with data traffic via an MPLS access circuit.

      Subcategory 1.3 - Standalone Voice over Internet Protocol (VoIP) Telephony

      Network based IP voice services where the switching equipment is owned and maintained by the Contractor via a full turnkey end to end solution.

      Subcategory 1.5 - Toll Free Voice Calling

      Domestic and international toll free voice calling services where the called party pays for the call.

      Subcategory 4.1 - SONET Ring Connectivity

      Synchronous Optical Network (SONET) service for high bandwidth communication paths in a bi-directional and self-healing configuration.

      Subcategory 4.2 - SONET Point-to-Point Connectivity

      Synchronous Optical Network (SONET) service for high bandwidth communication paths in a point-to-point configuration.

      Category 5 - Managed Internet Services

      Managed Internet Service is a dedicated Internet access service that provides businesses with high-speed Internet access through communications facilities managed by Verizon. Verizon Managed Internet Service assembly options include dedicated Internet port, transport from the customer site to the nearest Verizon Point-of-Presence, and Verizon owned/managed router.

      Subcategory 6.1 - Hosted IVR/ACD

      Network Based Contact Center (NBCC) services include Verizon Hosted Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) services. Verizon’s Hosted Contact Center Solutions portfolio provides a comprehensive, managed, network-routing solution that intelligently routes multimedia transactions and web push collaboration for contact centers. Hosted Intelligent Contact Routing gives customers with multiple contact centers the power to operate as one virtual enterprise or independently to meet business needs.

      Category 7 - Network Based Managed Security

      • DDoS Detection and Mitigation Service: network based Distributed Denial of Service (DDoS) detection and mitigation service.
      • Email Monitoring and Scanning Services: network based email monitoring and scanning service. The service functions shall consist of anti-virus, anti-spam protection and content control.
      • Web Security and Filtering Service: network based web security and filtering service.
      • Security Information and Event Management (SIEM): this service will collect, analyze, assess and correlate security events from devices located on the Customer Premise. Supported devices shall include routers, network intrusion detection probes, server based firewalls, host intrusion detection management stations and unified threat management.

    Key Information

    Billing +

    For all Verizon CALNET billing questions, please contact our Service Desk at: 1-833-4CALNET (1-833-422-5638) or email us at:

    CALNET-Billing@verizon.com

    You can also contact the State CALNET Contract Management Organization (CMO) at:

    CIOCALNETBILLING@state.ca.gov

    Trouble Ticket Reporting Tool +
    Customer Escalation Process +

    For Verizon CALNET Government Customers ONLY. Support contacts below do not have access to support information or tools relating to FiOS, Wireless, DSL, Internet, or any other consumer, residential, or non-government business entity products and services.

    CALNET Government Customers requiring ticket escalation should use the contact and ticket definition information below. This process is available 24x7x365 for CALNET customers and services.

    Government Managed Network Service Center Escalation Contacts

    Escalation Level

    Contact

    Title

    1st Level

    Shift Leader
    800-293-5844, Option 1

    Request to speak to 1st
    Level Escalation

    2nd Level

    Supervisor
    800-293-5844, Option 1

    Request to speak to 2nd Level Escalation

    3rd Level

    Duty Manager
    800-293-5844, Option 1

    Request to speak to 3rd Level Escalation

    The escalation path above should be used for the following services:

    CALNET 3

    • 1.2 MPLS Port, Access and Router
    • 4.1 SONET Ring Connectivity
    • 4.2 SONET P-TO-P Connectivity

    CALNET NextGen

    • Service Category 20 - MPLS Data Network
    • Service Category 23 - MAN Ethernet 

    Government Un-Managed & Other Network Repair Escalation Contacts

    Escalation Level

    Contact

    Title

    1st Level

    Shift Leader
    877-331-4276

    Lead Specialist Engineer

    2nd Level

    Incident Mgmt Service Desk
    888-212-0139

    Supervisor

    3rd Level

    Incident Mgmt Service Desk
    888-212-0139

    Duty Manager

    The escalation path above should be used for the following services:

    CALNET 3

    • 1.2 MPLS Port
    • 1.2 MPLS Port and Access
    • 1.1 ISDN PRI
    • 1.2 VPLS
    • 1.2 DSL Internet
    • 1.1 InterLATA/Interstate: Carrier DS0, DS1, DS3

    CALNET NextGen

    • 15.2.5.3 ISDN PRI
    • 15.2.2.3 InterLATA/Interstate: Carrier DS0, DS1, DS3
    • Service Category 24 - Flat Rate Internet
    • Service Category 25 -Sustained Bandwidth Internet

    Voice over IP (VoIP) Repair Center Escalation Contacts

    Escalation Level

    Contact

    Title

    1st Level

    Shift Leader
    800-287-6235, Option 3

    Specialist Engineer

    2nd Level

    Supervisor
    877-331-4276

    Request to speak to 2nd Level Escalation

    3rd Level

    Duty Manager
    877-331-4276

    Request to speak to 3rd Level Escalation

    The escalation path above should be used for the following services:

    CALNET 3

    • 1.2 Converged VoIP
    • 1.3 Standalone VoIP
    • 1.2 SIP Calling/Trunking

    CALNET NextGen

    • Service Category 20 - Standalone VoIP
    • Service Category 29 - Converged VoIP

    Audio/Video Conferencing

    Escalation Level

    Contact

    Title

    1st Level

    Escalate Open Ticket
    888-212-0139

    Specialist Engineer

    2nd Level

    Request 2nd Level Escalation
    800-475-5000

    Supervisor

    3rd Level

    Customer Relations
    800-475-0600

    Manager

    The escalation path above should be used for the following services:

    CALNET 3

    • 1.2 & 1.3 Audio/Video Conferencing
    • 1.3 Audio Conferencing

    CALNET NextGen

    • 16.2.5 Audio Conferencing services

    Long Distance Calling

    Escalation Level

    Contact

    Title

    1st Level

    Escalate Open Ticket
    888-212-0139

    Shift Lead

    2nd Level

    Request Manager Escalation
    800-444-1111

    Supervisor

    3rd Level

    Incident Mgmt. Service Desk
    888-212-0139

    Duty Manager

    The escalation path above should be used for the following services:

    CALNET NextGen

    • 16.2 Long distance calling, Operator services

    Toll-free Services

    Escalation Level

    Contact

    Title

    1st Level

    Escalate Open Ticket
    888-212-0139

    Shift Lead

    2nd Level

    Request Manager Escalation
    800-444-1111

    Supervisor

    3rd Level

    Incident Mgmt. Service Desk
    888-212-0139

    Duty Manager

    The escalation path above should be used for the following services:

    CALNET NextGen

    • 17.2.3.4 Toll-free network access transport
    • 17.2.4 Toll-free domestic
    • 17.2.5.1 International toll-free

    Virtual Contact Center (VCC) 

    Escalation Level

    Contact

    Title

    1st Level

    Technical Support
    855-450-9898, Option 1

    Lead

    2nd Level

    Customer Service
    855-450-9898, Option 2

    Supervisor

    3rd Level

    Technical Success Team
    855-450-9898, Option 2

    Technical Success Mgr.
    (CALNET/"CAL3")

    4th Level

    JJ Bolton, 703-694-7813
    jj.bolton@verizon.com

    Verizon Product Marketing

    First and Second level of escalation will use the Toll Free number listed above and ask for the Technical Support Manager or Director, if appropriate.

    This escalation path should be used for the following services:

    CALNET 3

    • 6.1.2 Network Based Contact Center (NBCC) Services

    Advanced Routing Support (ARS) Escalation Contacts

    Escalation Level

    Contact

    Title

    1st Level

    Tech assigned to the ticket
    800-319-9928

    Lead Engineer

    2nd Level

    Supervisor
    800-319-9928

    Request to speak to 2nd level escalation

    3rd Level

    Duty Manager
    800-319-9928

    Request to speak to 3rd level escalation

    This escalation path should be used for the following services:

    CALNET 3

    • 6.1.2.4 Network Based  Inter Active Voice Response (NBIVR) System

    Managed Security Services

    Escalation Level

    Contact

    Title

    1st Level

    Tech assigned to the ticket
    866-444-6762, Option 2

    Lead Engineer

    2nd Level

    Supervisor
    866-444-6762, Option 2

    Request to speak to 2nd level escalation

    3rd Level

    Duty Manager
    866-444-6762, Option 2

    Request to speak to 3rd level escalation

    This escalation path should be used for the following services:

    CALNET 3

    • Category 7:  Network Based Managed Security

    State Agency Service Management Escalation Contacts

    Escalation Level

    Contact

    Title

    1st Level

    Tech Program Mgmt.
    855-CALNET3, ext. 5

    Tech Program Manager

    2nd Level

    Ken Burdine 916-730-2844
    Ken.burdine@verizon.com

    Service Ops Manager

    3rd Level

    Shon Day 916-365-6588
    shon.day@verizon.com

    Sr. Manager

    4th Level

    Devin Bautista 916-779-5686
    devin.bautista@verizon.com

    Contract Manager

    Any escalation requiring account team level assistance should use the escalation levels mentioned above.

    Non-State Agency Service Management Escalation Contacts

    Escalation Level

    Contact

    Title

    1st Level

    Incident Mgmt. Service Desk
    888-212-0139

    Duty Manager

    2nd Level

    Assigned Account Manager

    Sr. Client Executive

    3rd Level

    Ha Le Ly 916-292-0513
    ha.le.ly@verizon.com

    Assoc. Director

    4th Level

    Deb Geno-Desantis
    408-205-8218
    debbie.geno@verizon.com

    Director

    Any escalation requiring account team level assistance should use the escalation levels mentioned above.

    Taxes and Fees +
    • Service Taxes, Fees, Surcharges and Surcredits Reports

    •  

      Year/Quarter


    Customer/End-User Training +
    • Training updates coming soon.

    Frequently Asked Questions +

    Please check the FAQs on the CDT web site: https://cdt.ca.gov/services/calnet-faq/

     

    Announcements +

    November 17, 2020

    Portal Enhancements

    As part of our continuing alignment with CALNET NEXT GEN a revised URL, http://calnet.verizon.com, is now Verizon’s primary portal to all wireline CALNET IFBs and service offerings. Over the coming months we will provide additional updates as new products and functionality are released.

     

    User Instructions +
    Contact Us +
    • Support

      Connect with a Verizon support representative for Repair Tickets, Billing Inquiries, and Online Account Access:

      1-833-4CALNET   (833) 422-5638

       

      Request Consultation

      Connect with a sales representative about our CALNET products:

      Ha Le Ly: 916-292-0513,  ha.le.ly@verizon.com

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