phone, how do you extend the call to the cell phone? Will the user see the inbound caller’s Caller ID or the PBX’s Caller ID on the display of their cell phone? Provide any costs for this application per unit as an option on Schedule A. Response: Find Me/Follow Me Describe and provide optional pricing for any other Mobility applications, or abilities that the system can provide in order for an employee to manage where the phone system can expect to find them. Provide any costs for this application to support 50 users as an option on Schedule A. Response: ACD – CITY OF TURLOCK Finance Department requires Automatic Call Distribution (ACD) Call Center functionality. is a brief summary of that functionality. The primary functions of the Finance accounts receivable are related to utilities (water, sewer, and garbage), business licensing, and other miscellaneous revenues. The CITY OF TURLOCK has approximately 19,000 utility accounts and 3,200 business licenses. Our staff processes utility move in/outs, utility payments, and update utility and business license accounts by phone. In addition, we take utility, business license, and general A/R inquiry calls. The CITY OF TURLOCK has a large population of Spanish and Portuguese citizens. We currently have three Spanish speaking clerks who can also communicate with Portuguese speakers. We most likely will have a clerk fluent in Portuguese, who can also communicate with the Spanish speaking, effective mid-May. We have 1 clerk who speaks Punjabi for which we have a minimal need. Our structure is as follows: Manager – rarely answers standard incoming calls Supervisor – phones as needed 4 back office staff responsible for answering phones 3 counter - phones as requested CITY OF TURLOCK ACD Call Center Requirements – CITY OF TURLOCK has significant ACD requirements and the proposed solution must be able to deliver advanced Skills Based Routing and Reporting functionality. Detailed requirements are specified in the RFP Schedules and the ACD section of this RFP. Skills based routing where calls are distributed to agents based on proficiency of skill and multiple skills can be assigned to a given agent.
Response: Is hybrid maintenance available where the Vendor provides Tier 1 support, help desk, advanced replacement and escalation but manufacturer provides hardware replacement, Tier 2+ support, and resolution of software issues? Response: All maintenance during the warranty period and any maintenance agreements shall be performed by manufacturer certified personnel that are full time employees of a manufacturer certified Vendor. Response: Please describe your ability to provide routine system monitoring to assure the continued operation of all system components. Will the Vendor implement software or hardware that will “phone home” proactively to inform the Vendor that there is an alarm in CITY OF TURLOCK’s infrastructure? Will the Vendor automatically notify the customer if there is a fault detected in the system? How (phone, pager, email, escalation trees), and how often during the incident response will the service provider provide updates to the customer? Response Describe any portals or reports where CITY OF TURLOCK can view past and current service calls, and moves/adds/changes with detailed resolution notes. Response: Emergency service will be defined by the warranty/maintenance contracts to include resolving problems which interfere with the normal operation of the business, and include the failure of >10% of stations, >25% of trunks, any core telephony server, an attendant console, or a substantial sub-system of the Telephony system. Emergency service shall consist of remote diagnostics within 30 minutes of the origination of the service ticket. Service Provider will provide a four-hour onsite response time for emergency services. Service Provider should update CITY OF TURLOCK with a completion notification for emergency services immediately upon resolution of problem. Response Response time for minor system problems should be 24 hours. Service Provider should complete routine requests for additions, deletions, and feature changes within 48 hours of request. Service Provider will respond with a confirmation of completion for routine service requests within 48 hours of fulfilling the request. Response Maintenance cost increases should be limited by the cost of living as measured by the Consumer Price Index.