PHILADELPHIA GAS WORKS Voice Over IP Management Solution RFP # Part One - Questions & Answers Questions and Answers November 5 7, 2013

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1 QUESTIONS ANSWERS Q1 If a vendor chooses to engage a VAR to provide a joint response what is the process to facilitate that? A1 Joint responses are not permitted. If a vendor chooses to engage a VAR, the vendor will enter into the contract with PGW and will have all responsibility under the contract. If they subcontract certain obligations to a VAR, it will still remain the vendor s contractual responsibility to provide all required services. PGW does not want to be involved in the vendor/var relationship. Q2 When will questions be answered by? (what date). A2 Answers to all questions will be provided promptly after the mandatory pre-proposal telephone conference. Q ACD licenses exist. How many total agents are there, and what is the total, max concurrent number of agents A3 All agents are logged in at all times PGW is requesting that the system is licensed for a minimum of 300 agents. that log into the system? Q4 Does PGW want the new system to integrate with the existing A4 Either option can be proposed NICE and inova systems or can replacements for these systems be recommended? Q5 Does PGW want to retain all existing PRI/T1 circuits? Is SIP service desired or can it be proposed as an option? A5 SIP service can be proposed as an option Q6 Q7 Do the existing Cisco 3750X switches provide for Power over Ethernet? Please describe the systems integrated with LDAP via Starfish? Are any fields other than phone number and name A6 A7 Yes The current Starfish system is an Interface between the PBX and a Microsoft ADAM LDAP server. PGW utilizes an identity Page 1 of 30

2 Q8 Q9 pulled from LDAP? Is the LDAP Microsoft Active Directory or another directory? What version is the directory? Is the IVR prompt and collect, or are there customer selfservice capabilities? What databases are integrated with the IVR? Is integration with the current Independence Communications Music on Hold system required? Can an alternate MoH system A8 A9 Management product called Netiq IDM, based on Novell edirectory, which synchronizes new employee accounts to ADAM and receives phone extensions from ADAM. From there IDM replicates the phone numbers to various other databases and MS Active Directory. This particular interface might become obsolete or will be rewritten by PGW to maintain the same functionality. The sole purpose is to have a single authoritive source for employee identities and phone numbers, to avoid misspelling between various address books. Any new phone system that can either interface with Active Directory or Standard LDAP to maintain a consistent view of phone numbers and names throughout the enterprise will fulfill this job. If no integration is available, we would need to be able to plug into whatever database the system is using via IDM to write a custom connector. The IVR via web services retrieves information from PGW s Billing, Collection and Customer Service (BCCS) as well as PGW s Advanced Intelligent Mobile System (AIMS). The payment processor is Kubra. Calls are not transferred to Kubra, using web services the information is sent to Kubra and a confirmation number is received which is voiced to the customer and noted on the customer s file. PGW will accept proposals for an alternate solution Page 2 of 30

3 Q10 Q11 Q12 Q13 be proposed? PHILADELPHIA GAS WORKS What is the level of integration with MS Lync which is requested (click to call? IM&P only? Softphone?) What sort of paging systems are at the Richmond and Passyunk plants? Is overhead paging via an existing system required? Or is through phone paging requested? Please define the functionality and usability of the requested voic feature called Bulletin boards (page 15) What are the requirements for conferencing? Is a hosted/cloud conferencing solution such as webex required or desired? Please clarify whether or not one proposal can offer multiple solutions (i.e. must a respondent pick either cloud, managed, or customer-owned solutions)? Q14 The definition of Managed Solution as defined in section defines ownership of said solution by proposer. Customer Owned Solution as described in section does not mention managed services. Is it acceptable for a proposer to include managed services for a Customer Owned Solution? Q15 Since there are only 190 agents total, however you have 400 agent licenses, should the new system proposed keep the 400 A10 A11 A12 A13 A14 A15 The more the better, please list all available options for your system. The current paging system allows Richmond and Passyunk Plant personnel to use their telephones to initiate the page. All Plant personnel hear the page via loud speakers and respond via their phones. Our Intuity Bulletin Boards do not provide the ability to route calls thus PGW prefers to use Auto Attendants. A vendor may submit more than one solution. The solutions, however, may not be mixed in the submission. Each solution must be documented separately, at no point can solution B refer to solution A for any information, pricing, etc. In section managed services is defined as ownership to be retained by proposer whereas for a Customer Owned Solution PGW purchases the solution from the proposer PGW is requesting that the system is licensed for 300 agents. This is a change from the original request for licenses for 400 agents Page 3 of 30

4 Q16 Q17 Q18 Q19 Q20 Q21 Q22 agent seat license or maybe lower the license count to 200 to reduce the proposal costs to PGW? Can we have the phone counts at each of the branch locations as well as their associated phone model? Would you entertain eliminating a good portion of the T1 trunks and utilizing SIP Trunk connectivity to your Service Providers? Can you provide a diagram/picture of your Music On Hold connection to the PBX? Does all IP phones have to be touch screen? Could an alternative recommendation be made that still provides a great user experience, however reduces the price of the handset and total proposal to PGW? Please provide the Paging interface type at the Passyunk and Richmond Plants. Please describe Bulletin Board functionality in your existing Voic system today and how it is being used. In the Managed/Customer Owned Solution you state that each remote has its own "Standalone VoIP system and that no site is dependent on another". In the Cloud/Hosted model that requirement does not exist. Could we have a mixture of the two models? Meaning that all Call Control is done from the Administration building and Passyunk plant, but the branches A16 The phone count for each location is included in Attachment B-1 A17 A18 A19 A20 A21 A22 SIP service can be proposed as an option The Muzak (music on hold) is cross connected to the PBX on a TN763C Auxiliary Trunk Pack. Yes PGW will consider other options See attachment J Our Intuity Bulletin Boards do not provide the ability to route calls thus PGW prefers to use Auto Attendants. It is not clear how this solution would be accomplished. A solution diagram must be included in the proposal. Page 4 of 30

5 Q23 Q24 Q25 Q26 Q27 Q28 Q29 PHILADELPHIA GAS WORKS will go into a Survivable mode if the Verizon TLS circuit goes down? Same concept for call routing, where all calls go inbound/outbound centrally, unless the Verizon TLS circuit goes down, then they are routed locally? Is the Passyunk Plant becoming a second data center? Are there plans to increase the bandwidth to 1 Gigabit versus the existing 100MB today? How many IVR ports are in use today; does it use all 5 T1s of capacity? How many dialer ports are in use today; does this use all 3 T1s of capacity? Does attachment B-2 represent peak call volumes? If not, please provide peak call volumes for all stats listed in B-2. Is attachment B-2 listing the totals for the month or the totals for a single day? Please provide average talk time for calls in the IVR, separated by inbound and outbound dialer calls. Please provide the average talk time for calls handled by call center agents, separated by inbound and outbound dialer calls. How many different ACD queues are in use today? A23 A24 A25 A26 A27 A28 At this point Passyunk is only under consideration as the location for a backup phone system, not a full datacenter. If required we will consider updating to 1 gbps There are 96 ports on the IVR. During peak periods all 96 ports have been in use. There are 30 port for calls. The volumes listed in B-2 are the call volumes. The totals listed on B-2 are monthly totals. Because of the large amount of information that PGW s customers can obtain from the IVR, PGW does not collect statics on the length of time callers are in the IVR. PGW has approximately 50 skills; average talk time is 3.5 mins per call Q30 Please provide call flow details for the following sections A30 Please see attached documentation. A29 Page 5 of 30

6 called out in Attachment H: <Play Billing Information> <Make Payment IVR> Copy of Bill Mailed Budget Billing Payment by Mail Pay at Service Center (Service Center Location Information) <Zip Code Locator> <Make Auto Payment IVR> <Stop Payment IVR> Transfer Service <Stop Service IVR> Meter Exchange Apply for Gas/Appliance Service Information on Parts/Labor Service Center Location Information <Request LIHEAP Application IVR> Information on LIHEAP Information on Crisis Information on UESF <Play Grant Information IVR> Information on Customer Responsibility Program Q31 Please provide call flows details for any automated messages A31 There are 25 scripts on the Dialer, due to size limitations we are Page 6 of 30

7 or self-service IVR applications run for Outbound Dialer unable to provide copies of these files campaigns. Q32 When are customer satisfaction surveys run? After a call? A32 PGW does not currently conduct customer satisfaction surveys Q33 How many different surveys are currently in use? A33 PGW does not currently conduct customer satisfaction surveys Q34 How are results of the survey stored? A34 PGW does not currently conduct customer satisfaction surveys Q35 Are the results automatically forwarded to any back-end PGW A35 PGW does not currently conduct customer satisfaction surveys systems? Q36 Please provide a listing of questions in each survey. A36 PGW does not currently conduct customer satisfaction surveys Q37 Q38 Q39 Please detail any back-end APIs, databases, or other data sources used by the self-service IVR applications. For example, lookups to PGW databases, mainframe systems, systems, or any other back-end system. Please include the specific vendor, product name, and versions for all applicable systems or APIs listed. Please confirm that the call flow in Attachment H is the only inbound self-service IVR application used by PGW. If not, please provide call flows details for all applicable IVR applications. Are the IVR applications speech-enabled (caller can interact with menus with either voice or DTMF tones)? A37 A38 A39 The IVR via web services retrieves information from PGW s Billing, Collection and Customer Service (BCCS) as well as PGW s Advanced Intelligent Mobile System (AIMS). The payment processor is Kubra. Calls are not transferred to Kubra, using web services the information is sent to Kubra and a confirmation number is received which is voiced to the customer and noted on the customer s file. PGW has one IVR. Yes the IVR applications are speech-enabled (callers can interact with menus with either voice or DTMF tones). Page 7 of 30

8 Q40 If so, does the IVR use directed-dialog - where a caller is A40 The IVR uses direct dialog prompted to pick from a list of relatively static keywords, such as "customer service" or "sales" - or natural language - where a caller may answer open ended queries, for example: IVR: "What can I help you with today?" Caller: "I have a question about my billing statement." Q41 How many ports (primary and redundant) of Nuance TTS does A41 24 concurrent sessions PGW currently own? Q42 How many ports (primary and redundant) of Nuance ASR A42 96 English and 24 Spanish concurrent sessions does PGW currently own? Q43 What version of Nuance ASR is PGW running? A43 Realspeak 4.0 Q44 What version of Nuance TTS is PGW running? A44 Nuance Q45 How many campaigns is the Outbound Dialer running? A45 The dialer normally runs 21 campaigns each day. In addition PGW runs special campaigns such as LIHEAP, Parts & Labor CRISIS and cold weather survey, etc Q46 Please detail the purpose and function of each campaign. For example: Is it an IVR-based campaign that leaves a message? Is it agent-based? How long is each campaign run? Is each list refreshed daily? What is the retry logic? How are answering machines treated? Include these and any other pertinent details. A46 PGW uses the Dialer to run its campaigns. The primary purpose of the campaigns is for Collection activities and to provide information to our customers. The length of a call list varies and how answering machines are treated varies depending on the campaigns. Page 8 of 30

9 Q47 How does PGW load customer data into the dialer for dialing? A47 PGW has a download process that begins at 5 am Mon thru Fri. The Dialer is programmed to check for new downloads every 15 minutes Q48 How does PGW retrieve dialing results from the dialer? A48 The dialer is programmed to upload the results at 11 pm every night Q49 Do any users require single number reach (mobile phone rings A49 Yes PGW requires single number reach when IP Phone rings)? Q50 Extension Mobility (Ability for users to log-in to any IP A50 I believe that this is a feature that PGW could use Phone)? Q51 Private Line Automatic Ringdown (PLAR)? A51 PGW currently does not have any ring down circuits Q52 Q53 Q54 Q55 Q56 How many ports do you have available for Auto Attendant services? How many ports do you have available for leaving/retrieving voic messages? How many voic boxes are required for each PGW site location? What form of message delivery is preferred (MWI on phone, Unified Messaging, etc.)? If you use Unified Messaging, what do you currently utilize as your server? What is the version? A52 A53 Q54 A55 PGW uses the Intuity Voice mail system for auto attendants. The Intuity does not require ports for auto attendant it uses voice mail boxes. The Intuity has 42 ports Each phone at each PGW site is to have a voice mail box, Attachment B-1 lists the number of phones required for each location Unified messaging A56 Few do not use Unified Messaging at this point but have it on our 5 year roadmap. We are currently using Exchange 2010 and Lync Page 9 of 30

10 2010. A migration to 2013 in the first half of 2014 is possible but not yet guaranteed. Q57 Do you utilize any thin client or virtual desktops? A57 Not at this point but a Phase 1 VDI deployment for 250 clients is planned within the next 20 months. Since the final vendor selection is not yet completed, your solution should be able to support at least the major player like VMware View and Citrix Xenapp Q58 Are any PGW staff (Security, HR, etc.) notified when a 911 A58 Not at present. call is made ( , IM, etc.) Q59 Is full-time recording limited to PGW s contact center personnel? A59 Correct, only the calls of PGW call center personnel are recorded at PGW Q60 Can you provide greater detail surrounding the Independence A60 It is music on hold Communications system? Q61 How is this system integrated with the existing PBX (E&M A61 Aux board Trunk, FXS/FXO port, etc.)? Q62 Do you require integration with over-head paging, phone A62 No handset paging, or both? Q63 Do all the IP Phones really need to be touch screen capable A63 No, we can reduce the user population devices? Can this feature be limited to Executive users or an overall reduced user population? Q64 Will any IP Phones require wall-mounting? If yes, how many? A64 At this point I am not aware of any IPhone that needs to be wall Q65 Do any users require softphone? If yes, is this phone in addition to a desk phone? A65 mounted No, PGW is not using soft phones at this time however PGW wants to keep this option open Page 10 of 30

11 Q66 Is softphone functionality required utilizing the MS LYNC client? A66 No, PGW is not using soft phones at this time however PGW wants to keep this option open Q67 Do any users require integration of their existing smartphone A67 No, PGW is not using this option. devices to provide call control and/or voic functionality? Q68 If they do, what functionality is desired from the smartphone A68 NA device? Q69 What would be the types and quantities of devices that would A69 IPhones require this integration (Android, iphone, ipad, etc.)? Q70 Do any of the IP endpoints require video capability? Q70 No, PGW is not using this option. Q71 Who is responsible for all IP Phone setup and deployment A71 PGW is requesting a joint effort between PGW and the vendor services? Q72 Do you intend on flash cutting all users onto the new PBX system over a weekend or will this be a gradual migration? A72 This will be a gradual migration, with the remote locations converting first and the Montgomery Complex to follow. Q73 If gradual, do you require any integration of your existing systems with the newly proposed solution? If yes, please provide complete interoperability detail necessary for a successful integration. A73 PGW requires some integration with the existing PBX so that the remotes sites can continue to experience 4 digit dialing and exchange of voice mails with the Montgomery Complex until the Complex migration has been completed. How this is accomplished will require extensive planning between the selected vendor and PGW Q74 Please provide any detail you have on an approved migration A74 A migration strategy will be developed with the selected proposer. strategy for this project. Q75 Who will be responsible for providing any necessary cabling A75 Vendors should include this in their price quote. Page 11 of 30

12 Q76 Q77 Q78 Q79 Q80 Q81 for the success of this project (Ethernet, Optical, DMARC Extensions, COAX, Patching, etc.) Do all analog stations at each location terminate in a central Telco closet? If no, please provide detailed architecture. Do you have an existing VPN client solution today for users to remotely access PGW system resources (SSL, 3DES, etc.)? This information will be important to determine how telecommuters, Administration, etc. will access this system. Where do the Telco PSTN circuits terminate? Are these all at a single location? Are they equally distributed between the Primary and Secondary datacenters? Do all circuits at each location(s) terminate in a centralized telco closet? Section mentions that remote sites require connectivity to ISDN PRI facilities. How many ISDN PRI s are there at each remote location? Who is responsible for the configuration of the LAN/WAN to support VoIP Best Practices (VLAN s, QOS, etc.)? Please clarify whether or not one proposal can offer multiple solutions (i.e. must a respondent pick either cloud, managed, or customer-owned solutions)? A76 A77 A78 The analog stations located in the District Offices and Stations terminate in a central Telco closet at each site. At both Plants and the Montgomery complex they can terminate at various points. For example in the Operations Building (which is a 6 story building) there are 2-3 telephone closets on each floor. We currently provide access via an AES SSL2RDP Gateway. CISCO VPN client can be supported. The architecture of the current network and the propose network will greatly differ in order to eliminate single point of failure. All PRIs and T1 s used at any site will terminate at that site s D Mark. A79 Each remote site will have (1) PRI and each Plant may have (2) PRIs. A80 A81 PGW will be responsible for the configuration of the LAN/WAN A vendor may submit more than one solution. The solutions, however, may not be mixed in the submission. Each solution must be documented separately, at no point can solution B refer to Page 12 of 30

13 Q82 PHILADELPHIA GAS WORKS The definition of Managed Solution as defined in section defines ownership of said solution by proposer. Customer Owned Solution as described in section does not mention managed services. Is it acceptable for a proposer to include managed services for a Customer Owned Solution? Q83 What solution is in place today for PGW? A83 Exchange 2010 A82 solution A for any information, pricing, etc. In section managed services is defined as ownership to be retained by proposer whereas for a Customer Owned Solution PGW purchases the solution from the proposer Q84 Q85 Q86 Q87 Q88 What Microsoft Lync licensing does PGW have in place today? (Basic, Enterprise, Plus) Is Microsoft Lync currently deployed, if so, what version, what workloads and modalities are used? (IM/P, conferencing, enterprise voice, etc) Are there any other Lync integrations deployed to other communications solutions or business applications? PGW indicated that any proposed voice solution should support integration to Microsoft Lync. There are several integration options available for these solutions, each with their own unique costs, license requirements and functionality differences. Does PGW have any specific use cases defined which an integration to Lync should be provided? Beyond voice system integration, are there other systems which may benefit from Lync integration? (video, room or A84 A85 A86 A87 A88 Enterprise IM/P, some internal desktop sharing No We would like to see pricing for IM&P, click to dial and softphone. Please list all 3 options individually as appropriate. We would love to see options for video conferencing (optional) Page 13 of 30

14 Q89 Q90 Q91 Q92 Q93 Q94 conferencing infrastructure) PHILADELPHIA GAS WORKS Is paging thru the phones acceptable at Richmond and Passyunk plants, or is overhead paging required? Are the call center phones required to have touch screen? Do the current data network switches provide power over Ethernet? Will all the trunking continue to be centralized at the Montgomery PBX? If not, how many trunks will be required at each location? On attachment B1, what does required # IP Phones connection mean? What type of connections? May we contact the vendors of the adjunct call center solutions to ensure we are providing for the most efficient connectivity of these solutions? If so could PGW provide contact information? As it relates to Virtual Hold, how many skills and splits is Virtual hold providing call backs for? How many priority splits/skills need to be programmed to support the virtual hold solution? A89 A90 Overhead paging is preferred The Call Center phones are not required to have touch screen. Yes. A91 Each remote site will have (1) PRI and each Plant may have (2) PRIs each A92 A93 That is the number of data connections that PGW must provide. I do not feel comfortable asking the vendors of the adjunct call center solutions at PGW to speak with each possible proposer. May I suggest that you connect with your customer who has the adjunct call center solution connect to the system that you are proposing, or connect with the project manager or engineer in your organization who worked on the project. As it relates to Virtual Hold, how many skills and splits is Virtual Hold providing for call backs the answer is 8; the number of priority skill is 8 Q95 I3 IVR, How are the ports programmed today to support A95 Each channel is configured as an agent and a station. A94 Page 14 of 30

15 Q96 Q97 Q98 Q99 Q100 Q101 Q102 routing to the I3 IVR?, Are they grouped as a skill or as individual extensions in a hunt group? Does the I3 IVR transfer calls back to the call center and if so what is the method? Are these I3 IVR ports using an agent license out of the agent pool of 400? Please provide details on the transfer method from the Aspect dialer to the Avaya voice server. How is the dialer connected, what stats are required and being displayed? There is a listing for 400 agent licenses, but only 188 agents listed in groups, can you provide a breakdown on how the remaining agent licenses are being used? Avaya IVR, how many ports are there and how many are in use for forms manager, customer satisfaction surveys? Can PGW provide details on how these surveys are presented, opt in or agent transfer? Given a defined timeframe for answers has not been determined would a possibility of an extension be considered? What Microsoft Lync licensing does PGW have in place today? (Basic, Enterprise, Plus) A96 A97 A98 A99 A100 A101 A102 The IVR ports are currently using an agent license but going forward I do not expect this to be the case The Aspect dialer is not connected to the Intuity voice mail system Every channel on the line side T1s for IVR, UIP, Full Call Recording and IR. There are 94 ports which are configured as follows; 44 channels are for Expected Wait Time 9 channel are for Survey 30 channels are for Call Back Manager 12 channels are blank At this time PGW does not conduct surveys Answers to all questions will be provided promptly after the bidder s mandatory pre-proposal telephone conference. Enterprise Page 15 of 30

16 Q103 Q104 Q105 Q106 Q107 Q108 Q109 Is Microsoft Lync currently deployed, if so, what version, what workloads and modalities are used? (IM/P, conferencing, enterprise voice, etc) Are there any other Lync integrations deployed to other communications solutions or business applications? PGW indicated that any proposed voice solution should support integration to Microsoft Lync. There are several integration options available for these solutions, each with their own unique costs, license requirements and functionality differences. Does PGW have any specific use cases defined which an integration to Lync should be provided? Beyond voice system integration, are there other systems which may benefit from Lync integration? (video, room or conferencing infrastructure) Is paging thru the phones acceptable at Richmond and Passyunk plants, or is overhead paging required? Are the call center phones required to have touch screen? Do the current data network switches provide power over Ethernet? Will all the trunking continue to be centralized at the Montgomery PBX? If not, how many trunks will be required A103 A104 A105 A106 IM&P, some internal desktop sharing No We would like to see pricing for IM&P, click to dial and softphone. Please list all 3 options individually as appropriate. We would love to see options for video conferencing (optional) A107 The current paging system allows Richmond and Passyunk Plant personnel to use their telephones to initiate the page. All Plant personnel hear the page via loud speakers and respond via their phones A108 No, all of the Call Center phones are not required to have touch screens. The preference is to not have touch screens or softphones in the Call Center A109 Each remote site will have (1) PRI and each Plant may have (2) PRIs Page 16 of 30

17 Q110 Q111 Q112 Q113 Q114 Q115 at each location? On attachment B1, what does required # IP Phones connection mean? What type of connections? May we contact the vendors of the adjunct call center solutions to ensure we are providing for the most efficient connectivity of these solutions? If so could PGW provide contact information? As it relates to Virtual Hold, how many skills and splits is Virtual hold providing call backs for? How many priority splits/skills need to be programmed to support the virtual hold solution? I3 IVR, How are the ports programmed today to support routing to the I3 IVR?, Are they grouped as a skill or as individual extensions in a hunt group? Does the I3 IVR transfer calls back to the call center and if so what is the method? Are these I3 IVR ports using an agent license out of the agent pool of 400? Please provide details on the transfer method from the Aspect dialer to the Avaya voice server. How is the dialer connected, what stats are required and being displayed? A110 A111 A112 A113 A114 A115 This indicates that a data connection is in place I do not feel comfortable asking the vendors of the adjunct call center solutions at PGW to speak with each possible proposer. May I suggest that you connect with your customer who has the adjunct call center solution connect to the system that you are proposing, or connect with the project manager or engineer in your organization who worked on the project. As it relates to Virtual Hold, how many skills and splits is Virtual Hold providing call backs for the answer is 8; the number of priority skill is 8 Each channel is configured as an agent and a station. The IVR port are currently using an agent license but going forward I do not expect this to be the case The Aspect Dialer is not connected to the Intuity Voice Mail system Page 17 of 30

18 Q116 Q117 Q118 Q119 Q120 Q121 There is a listing for 400 agent licenses, but only 188 agents listed in groups, can you provide a breakdown on how the remaining agent licenses are being used? Avaya IVR, how many ports are there and how many are in use for forms manager, customer satisfaction surveys? Can PGW provide details on how these surveys are presented, opt in or agent transfer? Given a defined timeframe for answers has not been determined would a possibility of an extension be considered? It states we are to provide stand alone systems for each location (Section ) with 16 locations. There are 16 locations shown in Section with the call center associated with the Montgomery complex with three locations: Administration, Operations and Fleet Operations. If each of these is to be a separate system, how many agents are to be allocated to each location/system? Because we will be changing the integration of many of the applications from T-1 to IP, will we be provided with integration notes for your specific systems or may we have a contact to discuss the integration with these providers? A116 A117 A118 A119 A120 A121 PGW is requesting that you include pricing for 300 agents rather than 400 There are 94 ports which are configured as follows; 44 channels are for expected wait time 9 channel are for survey 30 channels for call back manager 12 channels are blank PGW does not currently conduct customer satisfaction surveys Answers to all questions will be provided promptly after the bidder s mandatory pre-proposal telephone conference. The system that is housed at the Montgomery Complex will support the Call Center, Administration building, Operations building and Fleet Operations building This will be a part of the implementation discussion with the selected proposer. Page 18 of 30

19 Q122 Q123 Q124 Q125 If these are stand alone systems, will all incoming traffic in the new environment still terminate at the Montgomery complex s Operations Center? For the contact center, are there any supervisors? If so, how many and what locations? Can you provide quantity, type, and version of the Nuance components deployed with the Interactive IVR platform? The RFP lists the following quantity of representatives: a. Call Center (130 reps) b. Collections (30 reps) c. Commercial Resource Center (8 reps) d. Customer Review Unit (2 reps) e. Dispute Resolution Unit (20 reps) f. Total: 190 reps Out of the 190 reps, how many will be logged into the proposed system simultaneously? A122 A123 A124 A125 All incoming and outgoing local, long distance, international and 800 calls will terminate at each location There are 12 supervisors in the Call Center which is located at the Montgomery Complex. However, the Collections, Commercial Resource Center, Dispute Resolution and Customer Review Unit also have supervisors Please be more specific All agents log in at all times PGW is requesting that the system is licensed for minimum 300 agents. PGW does not have screen POP In the call center(s), do the agents receive Screen Pop? If yes, please provide the integration specifications for the application with which it is integrated. Page 19 of 30

20 Q126 Q127 Q128 Q129 When performing activities such as design, testing, training will the vendor be running separate sessions for the following groups? Groups: Call Center, Collections, Commercial Resource Center, Customer Review Unit, and Dispute Resolution Unit. When performing activities such as user acceptance testing, will PGW have one team testing or will separate groups be responsible for testing? If separate groups, please specify how many groups. The RFP States Tab 6: Prior Work Examples. Provide examples of the following documentation: It does not however include any documentation before the next section. Please clarify what the following documentation is referring to? The RFP States Tab 7: Completed Attachments D and I, and any other attachments required to be completed under the RFP. Attachment D and I are listed as PGWs WAN and IVR Configuration respectively. Is the intent for the vendor to layer on top of these diagrams how the proposed system(s) will relate to the diagrams in Attachment D and I? What are the integration options with your Inova and paging systems? A126 A127 A128 A129 The most productive approach for PGW is to have the Vice Presidents, Directors and Managers. This is a topic that will be discussed in detailed with the selected proposer during the design sessions is to be disregarded Correction; Proposer is to complete attachments N, O and P Page 20 of 30

21 Q130 Can you provide a copy of your licensing file from the A130 PGW will not provide any copies of licensing files interactive IVR platform? Q131 What type of outbound dialing does your contact center do? A131 At this time it is agentless however this is subject to change Preview, predictive, agentless? Q132 How will you be leveraging Lync? Chat, Presence, A132 The more the better, please list all available options for your system Q133 Q134 Can you please provide the following traffic information; a. average talk time b. service levels (i.e. 90% of calls in :20 seconds) c. total calls into the center d. total calls terminating in IVR e. total calls terminating at agents Can you please confirm the number and types of trunks terminating in the system; a. Call Center: 10 PRI s b. Collections: 4 PRI s c. ININ IVR: 5 T s d. Aspect Dialer: 3 T s e. Emergency: 1 PRI s f. In to all remote locations: 2 PRI s g. Out from all remote locations: 5T s h. Telecommuters: In to all remote locations: 2 PRI s i. Virtual Hold In to all remote locations: 3 T s A133 A134 average talk time = 3.5 mins per call service levels= 80% in 30 sec total calls into the center 111,994 for Oct 2013 total calls completed in the IVR 206,336 for Oct 2013 I confirm that the information provided in the RFP is correct. Page 21 of 30

22 Q135 Q136 Q137 Would it be possible to get a copy of the call flows from your Avaya system? Do you perform screen recording? If so what percentage of calls are recorded? Please confirm how trunking is terminated in the system; a. All calling traffic -- incoming and outgoing -- for all locations is handled by either PRIs or T1s that terminate on DS1 cards in the Montgomery PBX. All incoming calling traffic is handled by PRIs provided by Verizon. All outgoing calling traffic is handled by T1s provided by AT&T. PGW s voice network is as follows page 10 A135 A136 A137 See attached The Envision Full Time Recording application allows PGW to record a rep s conversation as well as the screens that are being accessed. Each rep must have (5) quality checks per month. I confirm b. Information on page 24 indicates there is some local trunk terminations. Can you please confirm thus a land line PRI provided by Verizon for all local, long distance, international, and 800; incoming and outgoing calls will be installed at each remote site Q138 In reference to Section Would a vendor s being a deployment, consulting and support organization for IP based Contact Center solutions, as well as a value added reseller of Interactive Intelligence Customer Interaction Center platform A138 Joint responses are not permitted. If a vendor chooses to engage a VAR, the vendor will enter into the contract with PGW and will have all responsibility under the contract. If they subcontract certain obligations to a VAR, it will still remain the vendor s Page 22 of 30

23 (CIC) disqualify our proposal if another reseller of Interactive Intelligence participates in the bidding process? contractual responsibility to provide all required services. PGW does not want to be involved in the vendor/var relationship. Q139 How many users require Lync integration? Is the integration simply to identify presence of the phone or other? A139 PGW will respond to this question in the second round of answers to be posted November 20, Q140 Would a train-the-trainer training methodology be acceptable A140 I prefer in person training or are in person classes a requirement for all trainees? Q141 Dialer do you run multiple concurrent campaigns or just one A141 We run multiple concurrent campaigns at a time? Q142 Is backend integration transactional web services-based? If A142 Please provide additional information not, please describe. Q143 What are the primary backend customer resource services A143 Please provide additional information (CRM, ERP?) How many are there? Q144 Considering the listed speech resources, is the scope A144 Please provide additional information expectation to create a new Directed Dialog speech user interface? Q145 Does referenced IVR Self Service application flow represent A145 Please see attached all self service functions? Is more detailed call flow information available? Q146 Are there any custom reporting requirements? A146 No Q147 Is PGW looking for post-project launch 1) application support 2) Continuous Improvement and 3) change management A147 Please provide additional information Page 23 of 30

24 services? PHILADELPHIA GAS WORKS Q148 Please identify what, if any platforms you presently have that A148 All platforms listed under you would like to keep? Q149 Please identify which platforms MUST be replaced. A149 The platforms that must be replaced are; AVAYA Definity G3Rv11 Intuity Voice Mail System ACD EAS CMS IR Q150 Call Recording is trunk-side tap required or would station based recording be sufficient? A150 PGW currently has trunk side recording, however after the VoIP installation is complete PGW will change to station side recording Q151 Please state release of INOVA wallboard solution. A151 Lightlink 5.5 Q152 Q153 Paging please confirm qty of Zones required for paging by building? CTI do you have some detail as to the applications to POP/functionality or is it PGW s intention to re-use click2call A152 A153 PGW has one zone which covers the entire building I am confused this question appears to cover three different technologies The Envision Full Time Recording application allows PGW to record a rep s conversation as well as the screens that are being accessed. Each rep must have (5) quality checks per month. Page 24 of 30

25 PGW currently does not use screen POP Q154 Please confirm the maximum concurrent agent count to be 190 vs the 400 licenses used today because of the line-side T1's? Q155 Outside of the sizing numbers already provided, do you have any maximum Calls Per Second metrics or requirements? Q156 Are there Sold To #s and LOAs available for us to pull information and reports. Q157 Per reading the RFP, it appears that this is a request for a premise based PBX Solution and/or Hosted PBX Solution. In the RFP it discusses the current voice & data network of PGW in relation to what is required from a PBX / Phone System perspective. However, is this RFP specifically requesting a quote to replace the current voice & data network (Meaning all the PRI s, DID Numbers, Local & Long Distance Usage that is currently with Verizon & AT&T and/or the Verizon TLS Network that is in place today)? Q158 If you are requesting pricing on your current voice services, we would like to know if your current contract for all of these voice services (with AT&T and Verizon) is expired or coming A154 A155 A156 A157 A158 CTI is a call detail application that allows PGW to capture call record information. I concur No PGW will not provide to any proposer permission to present to AVAYA a request for PGW s records PGW is not requesting that you replace its current network. However, if you are proposing a hosted/cloud solution which is defined as the solution will NOT be located on PGW s premise. PGW is requesting that the proposer include information what network facilities the proposer will use and what costs will PGW incur for its use of the proposers network. If changes may be required to any existing contracts PGW will address that issue with the appropriate vendor at the appropriate time. Page 25 of 30

26 out of contract soon? If not, these services will have to be kept in place as is today, correct? Q159 I d like to formally request a three week extension on the due A159 Philadelphia Gas Works will take that into consideration. date of this RFP. Q160 You mentioned you are open to replacing the adjuncts? A160 Yes, we are not excluding that as a possibility. Q161 Do you need the cost included? A161 Yes. Q162 If any of the adjuncts are being replaced especially for the IVR, part of understanding that is understanding the applications that are running on it; what the business requirements of those applications are to make sure that those needs can be met as part of it. A162 If you ve signed the confidentiality agreement and have submitted it, then you should have received a package with attachments that lists everything that was part of this effort. Those attachments basically gave you displays on all of the adjuncts and exactly how they are connected to the PBX. One of those attachments was a call flow of the IVR. Q163 Was the non-disclosure agreement posted on the website? A163 It was posted on the website as an attachment of the RFP. The RFP which was posted on the website included the non-disclosure agreement. The language on page 27 indicates that the agreement should have been signed and turned into PGW by 5:30 pm on Tuesday, November 5, 2013 and then you were given a copy of the attachments. Q164 Q165 If that was not completed by that time, would that preclude us from responding to the bid? With regard to the IVR, is there interest in a redesign of the IVR and connected to that, is your objective to eliminate the A164 A165 No, it does not. We tried to schedule enough in advance so you would have that information to review prior to the meeting. The scope of the RFP does not preclude the replacement of the IVR, and we are not saying that it must be replaced. If that is Page 26 of 30

27 Q166 Q167 third party infrastructure? PHILADELPHIA GAS WORKS Should it be more focused on whether the IVR could be better or whether the IVR is sufficient for today s operation? You said that you were open to any phones? There was a mention in the RFP about touch tone screens? Q168 Will you accept cell phones? A168 Not for the Call Center. A166 A167 Q169 Is your virtual hold infrastructure up to date as well? A169 Yes. something your company wants to explore, you can include that in your response as a pricing option. We are not saying you have to do one of two things; provide us with a new IVR, or use the one that we have, but we must have an IVR. If you believe that you can provide a solution that is more cost efficient to PGW than building an interface, than that is something we would consider. The IVR that we have today is up to date as far as version is concerned. It is serving us well as far as the functionality is concerned, so we don t have any problems with it. I m not saying to anyone that you have to use the IVR that we have today. One of the questions that was submitted was do we have to have touch screens for everybody. The suggestion was that giving touch screens to all PGW personnel makes the RFP much more expensive and I understand that. No, we don t have to have touch for everybody. That is something PGW will have to discuss amongst ourselves. How many of the phones have to be touch screen. Q170 Will you accept two different solutions from the same proposer? A170 Yes we are. The only thing we ask is that each solution stand alone. I don t want Solution B referring back to Solution A for pricing, features or functionality, anything of that nature. I want to be able to address each solution separately. Page 27 of 30

28 Q171 PHILADELPHIA GAS WORKS In the selection process, will you be down selecting to a few solutions? Q172 What does the time line look like that extends past the A172 additional review phases? Q173 Will you make a selection by the end of Q1 or Q2? A173 Likely Q1, early Q2. Q173 Q175 Could you elaborate on the meaning on Disqualification of Proposers, how am I to understand or interpret that requirement? Let me be clear, there is a line that says under the same or different names, so unless I m reading it incorrectly it does imply that you wouldn t accept different proposals from the same named vendor? A171 A173 Yes, we are going to evaluate all of the responses, and then we will most likely have 3 or 4 finalists. Those finalists will be asked to give at least 2 presentations, one on the system and one on the Call Center Solution. We would like to have a site visit with a company that is comparable to PGW as far as the size of the system and with the same features and functionalities that we are looking for. We probably will not start the presentations until January. This is intended to keep one entity from submitting multiple proposals under different names. If you have a proposal, please give us your proposal. If you are going to propose under multiple different types of solutions, please submit that within one proposal, please break out the different solutions you are offering. That is what it s meant to avoid, one entity submitting multiple proposals under different names so that it s not clear to PGW that we are actually talking about one entity. Why would you be interested in submitting multiple proposals under a different name? Q176 Under the same company name I may want to propose a A176 You can submit one proposal that has proposals for each of the A175 Page 28 of 30

29 hosted solution and a premise based solution. different solution types that PGW is asking for. It can be one proposal with different options. Q177 That s in regard to the entity that is actually providing the A177 That s correct. solution, not the manufacturer? Q178 When do you expect to have responses back to the questions? A178 The responses to the questions should be posted to the website by close of business Tuesday, November 12, Q179 Are you taking follow-up questions after today s meeting? A179 Yes, they can be sent to the buyer, Annie.wu@pgworks.com Q180 Q181 If the Confidentiality Agreement wasn t signed by November 5, do you still want it, and if we didn t submit questions because we were going to ask them here, how are you going to have any information delivered to us? Can you describe requirements of day one support after the project? Is that part of scope in providing services or will that change support or technical support of the applications? A180 A181 Please send your signed Confidentiality Agreement to Annie.Wu@pgworks.com. Absolutely. That s part of maintenance. Naturally, we d want to know how you plan to maintain your solution from cradle to grave. PGW keep it s solutions for a long time. The system was installed in Would you consider that in scope? Q182 What about moves, ads and changes inside the building? A182 We will do moves, adds and changes inside the building. Vendors would be more application oriented, changes in routing, changes in self-service, adding menus to the IVR, etc. It will depend upon what you have in mind. For example there are some things that we will take care of and some things that the vendor will do; there is no clear line, it will be on a case by case basis and we are expecting the vendor to work with us in defining what you will do versus Page 29 of 30

30 Q183 Q184 Because of the short time period on the Q&A portion, would PGW consider extending the time frame for new questions? Based on what I m hearing this has been locked down already and there will be one more day for follow-up questions, but who s to say I won t have a question in 3 days? If we do not have a specific referenced customer to one of your particular third party adjunct products, is it allowable to substitute another similar third party interface, like another vendors dialer, or do we have to replace? A183 A184 what we will do as it comes up. Typically we would like to see different options if you have different levels of support so we can compare apples to apples. PGW will take that into consideration. PGW wants to determine as close as possible the proposer s experience with each adjunct system/application under It is very important that the proposer limit their response to the exact model as stated under and as close to the version as possible. Page 30 of 30