The new telephone system is a 3Com NBX solution, which will further improve communication between the Health Department and the City’s residents and businesses.  “The NBX will provide the public with better access to services and educational programs,” states Frank Singleton, the City’s Health Director.  “Callers today expect a modern communication system which will allow them to at least leave a voicemail message.”  The NBX will provide new services to callers including an automated attendant, voice mail, and dial-by-name capabilities.  It is also expected to enhance customer service, employee productivity and operational efficiency, while lowering administrative costs.

Calls to 978-970-4010 will be directed to the “automated attendant” which will assist in routing callers to the appropriate extension.  Calls to other Health Department telephone numbers (including those currently listed in the “phone book”) may not reach the intended party.

“Though a live person will always be available to help direct calls during business hours, the new system will give callers access to staff through their voicemail (when they are unavailable) 24 hours a day, seven days a week, with the comfort that they can expect a return call (as appropriate) on the next business day,” says Singleton.  “Eventually, we will be able to provide callers with immediate access to recorded community health information and educational programs, making it easier to disperse information.”

Essential services at the Health Department’s 978-970-4010 number include the following extensions:

The NBX system is based on VoIP, which utilizes the existing network infrastructure to handle voice traffic.  VoIP telephony makes adding new telephone extensions and moving extensions between offices simple and cost effective, offering the City a new level of flexibility and functionality for the future.

Funding for the NBX system has been provided through various grants from the Massachusetts Department of Public Health (MDPH) and 3Com Corporation (3Com).  Installation, configuration, and management are provided internally through the City’s MIS Department. 


For additional information, contact:
T.J. McCarthy (Assistant City Manager, Operations)        978-970-4000
Frank Singleton (Health Director)                                         978-970-4010
Mirán Fernandez (Chief Information Officer, MIS)              978-446-7200