New Phone System Questions from Potential Respondents:

Transcription

1 Iron Bow Questions New Phone System Questions from Potential Respondents: 1. Question: Please provide more detail on: solution that provides alternative routes for data in the event of a main access point failure what does USAC mean by this statement? Response: We will need a redundant system in the event the primary system goes down. 2. How does USAC plan to use Microsoft Lync as integrated with the new phone system? Will this be the desktop client for softphone, or desktop hard phone control as well as IM/Chat/Presence? Response: Although we plan on using Cisco Jabber we want to make sure the phone system is capable of integrating with Microsoft Lync Web Interaction (ability to launch web collaboration sessions within Outlook. What desktop client does USAC plan to use to achieve this functionality (e.g. Lync or Cisco Jabber?) Response: Cisco Jabber 4. Does USAC plan to deploy WebEx hosted by Cisco, or premises based Cisco WebEx Meeting Server? Who will be responsible for deploying this/these apps? Response: WebEx will be hosted by Cisco and USAC will be deploying the WebEx clients. 5. Outlook integration for chat, presence, video conferencing, etc. What desktop client does USAC plan to use to achieve this functionality (e.g. Lync or Cisco Jabber?) Response: Cisco Jabber Please provide detailed information about the existing Call Center Call: 6. How many skills groups/hunt groups are there and how many skill levels are there in the existing call center? Response: Currently we have one true contact center with 1 hunt group and approximately 10 skillsets. We also have another that acts like a contact center, but it is only using CCR tree which has 12 hunt groups and 30 skillsets. 7. Are there database dips and conditional routing? If database dips are used, please provide detailed information about the supporting database and conditional routing decisions (e.g. caller entry of PIN, authentication etc.). Response: We are not aware of any database dips.

2 8. How many routing call handlers are there? Please provide detailed information for all call handler menu trees, associated announcements, and conditional routing statements. Response:

3 9. Is there a requirement for screen pops? If so, what databases will the call center pull screen information from? Can the information be accessed via HTTP? Response: Currently, we have a basic contact center which contains CCR tree and it transfers to the correct hunt group or extension. 10. Call Recording Does USAC want recording to be controlled from the agent desktop? Response: Yes. 11. Queue Boards Does USAC mean wall mounted display boards with call center statistics? Please provide more detail about quantity, desired functionality, etc. Response: USAC does not currently have queue boards. We prefer wall mounted boards with the call center statistics. However, the solution should have the capability to review real time statistics on performance on wither a board or computer screen. 12. Caller Input What database will the call routing software access to validate caller entered information (account number, phone number, zip code)?

4 Response: Oracle Access Manager (OAM) 13. Can you clarify the type(s) of call recording/monitoring you are interested in and which elements are mandatory or optional? Do you requires compliance recording of all calls in the contact center or just selected calls? Will recordings be initiated only by supervisors or will agents initiate recordings? If calls are being recorded on the fly, do you require that the recordings begin from the beginning of the call? Response: All calls should allow for monitoring and recording with access only available to supervisors. 14. Does USAC already have WebEx hosted at this time? Or will it be installed with the system under CUWL licensing? Who will be responsible for standing up/coordinating WebEx initialization? Response: We currently have Akadian as our provider for all conference calls. We would like Cisco to be our vendor. Cisco will work with USAC telephony engineer on the WebEx installation. 15. Please provide detailed information as to the existing PBX model and manufacturer. How many cabinets/servers are there? How big are they, how much do they weigh? Where does USAC anticipate having the winning bidder move the old PBX to? Response: Currently, we have 2 BCM 450 systems. We are undecided at this time with moving the old PBX systems. 16. USAC wants the new system in parallel at the desktop with the old system. What types of phones are used in the old system? Are they IP telephones that are already using the data port in the access closet? Response: We have a mixture of IP phones (1120e and 1140e) and also digital phones on the 2 nd floor. All IP phones are currently using the data port and computer is connected to the phone. Although we would like to do this we may not have enough PoE to power two phone sets at each location simultaneously. Presidio Questions 1. On how many workstations will attendant consoles be installed? Response: Approximately 30 computers 2. Will USAC provide the total number of IT and admin staff members to be trained? Response: Yes, approximately 6 IT and 4 admin staff members. 3. Will USAC provide the type and quantity of voice trunks to be connected to the UC system? (PRI, SIP, Copper Trunk)

5 Response: Currently we have 2 PRI lines, we are planning to convert it over to IP based. 4. Please specify the type of Lync integration desired. (Voice, Video, Instant Message and Presence, All of the above) Response: All of the above should be compatible with Microsoft Lync as well as Cisco Jabber. 5. What version of Lync is in use? Response: Microsoft Lync What duration of support is needed on the software 1 or 2 years? Page 6 of section E states one year, however page 2 of section B lists (2) but spells out one year? Response: One Year Support. 7. Does USAC desire 24 x 7 coverage on the IP phones? If not, please provide the level of coverage desired? Response: Yes. 8. Will USAC share the current contact center/acd call flows and scripts? Response: Yes 9. Is QOS enabled on the local area network for voice? Response: We are currently working on setting up QOS 10. Please specify the type and duration of the in place USAC WebEx contract? Response: Our procurement office would have this information. 11. Please define the database type and version that contains the user information (account number, phone number, zip code) to be used for caller input routing? Response: Oracle Access Manager (OAM) 12. Is USAC using dash and/or queue boards today? If so, please define the quantity and type? Response: USAC does not currently have queue boards. We prefer wall mounted boards with the call center statistics. However, the solution should have the capability to review real time statistics on performance on wither a board or computer screen. 13. Does USAC desire the ability to record calls in an always on or ad hoc fashion? Response: Yes. Both

6 DISYS Solutions Questions 1. Please provide the number of call attendants that will use the Cisco Attendant Console. Response: Please see response to question 8 above on pages 2 & Are you looking for an on premise or cloud based web conferencing solution? Response: Cloud based web conferencing. 3. Are you looking for an E911 application able to provide PSAP (Public Safety Answering Point) with the granular location of each phone? Response: No 4. Do you want to record all contact center calls or just an on demand call recording solution to be used by supervisors? Response: Both 5. In how many buildings will these Phones be installed? Response: One 6. Please provide make and model of switches. Are all the switches PoE capable? Response: Cisco 3750 X, POE 7. What s the existing model of phone system? Is it analog or digital? Response: Hybrid systems 2 BCM Would there be an Ethernet jack available at each desk where IP Phones will be installed? Response: Yes 9. How many PRI s will be used for inbound/outbound calls to PSTN? Response: There are currently 2 PRI lines but we will convert this to IP based 10. For redundancy purposes, do you have two data centers for UC Systems? Response: Yes 11. Are there any remote sites? If yes, how many and how are they connected to central site? Response: There are 3 Colocation remote sites

7 12. If there are any remote sites, do you want survivability? If yes, are there any POTS lines available on remote sites? Response: There are no POTS lines available on remote sites. 13. What s the CAT version being used between IDF to workstations? Response: CAT 5e 14. If possible, can you please share the existing network diagram? Response: A network diagram will be provided once a vendor has been chosen and signed an NDA. 15. Will FAX machines be a part of new Unified Communication Solution? If yes, please provide the count of FAX machines. Response: We have digital faxes and 1 fax machine which has pot lines. 16. Are there any overhead paging speakers to be integrated with new system? Response: No NEC Corporation of America 1. Is the current phone system IP/Digital/TDM? Response: Both IP and Digital 2. What is the age and manufacturer? Response: Approximately 6 years old and 2 BCM There is mention of Cisco brand USC and end points but is USAC open to other manufacturers? Response: USAC will consider a solution other than Cisco as long as that solution as the same capabilities and functionality as stated in the request for proposal. 4. Can we assume that like capabilities from non Cisco technology will be accepted? Response: USAC will consider a solution other than Cisco as long as that solution as the same capabilities and functionality as stated in the request for proposal. 5. Is the IP switched network infrastructure in place to support POE to the End points? Response: Yes

8 6. Will there be an industry day or site survey of any sort? Response: No. There will not be an industry day. However, USAC may have a few select vendors come in for discussions if necessary to discuss the solution.