rfp - ip telephony & contact center v1

IP Telephony and Contact Center RFP

of 38

Request for Proposal

Frame Agreement for

“IP Telephony and Contact Center”

The information contained herein is the property of “TRUE” and is provided on condition that it will not be reproduced, copied, lent or disclosed, directly or indirectly, nor used for any purpose other than that for which it was specifically furnished. Any copyright included within this document shall remain at all time the sole property of “TRUE”, Thailand

Author Sanphasak Nitinthorn

Category Specification

Division Telephony System Control

Department Customer Management / Technical & Infrastructure

Confidential Status Confidential

Document Reference

Document Revision 1.0


of 38

Document Control

Document Release History

Version Changes/Updates Prepared by Released Date

0.1 Initial draft Suriya Sanboriboonsuk

Oct 31,2012

0.2 Initial Final Sanphasak Nitinthorn Nov 28, 2012

1.0 Revised Final Sanphasak Nitinthorn Dec 14, 2012


of 38

Approval and Responses

Approved by Position Signature & Date

Sanphasak Nitinthorn Assistant Director

Telephony System Control ( / / )

Wilai Taseethong Acting Deputy Director

Technical & Infrastructure ( / / )

Oranuj Khunvasi Director

Customer Management ( / / )

( / / )

( / / )

( / / )

( / / )

( / / )

( / / )

( / / )


of 38

Distribution List

Name Position

Vatcharakong Phattharakritthikhun IT Specialist Telephony Development & Platform

Suriya Sanboriboonsuk Manager Telephony Operation

Sanphasak Nitinthorn Assistant Director Telephony System Control

Schedule

RFP Issue Period: 1st week of December 2012

Proposal Submission Period: 3rd

week of January 2013

Bidder Presentation & Clarification Period: 4th week of January 2013

Selection Period: February 2013 - March 2013


of 38

Table of Content

1. INTRODUCTION ................................................................................... 4

2. PUBLICITY ........................................................................................... 4

3. BIDDER'S RESPONSIBILITY ............................................................... 4

4. SCOPE OF WORK................................................................................ 5

5. DEFINITIONS ........................................................................................ 5

6. LANGUAGE OF THE PROPOSAL ....................................................... 6

7. STATEMENT OF COMPLIANCE .......................................................... 6

8. REQUIREMENTS.................................................................................. 7

9. PROJECT STRUCTURE....................................................................... 9

10. WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND TECHNICAL SUPPORT ................................................................................ 9

11. OWNERSHIP AND RISK OF LOSS .................................................... 10

12. INSURANCE ....................................................................................... 10

13. UNDUE INFLUENCE .......................................................................... 11

14. RIGHT OF CHANGES ........................................................................ 11

15. NOTIFICATION OF AWARD .............................................................. 11

16. RIGHT TO ACCEPT OR REJECT ANY OR ALL PROPOSALS ......... 12

17. COST OF PROPOSAL PREPARATION AND SUBMISSION ............. 12

18. COMMERCIAL TERMS ...................................................................... 12

19. PROPOSAL SUBMISSION ................................................................. 14

20. ANNEX 1: STATEMENT OF COMPLIANCE ...................................... 15

of 38

1. INTRODUCTION

This document specifies the proposals required from suppliers for the provision of Call Center Telephony System for True Corporation. True Corporation is looking to find the supplier to propose the new telephony system with high reliability or expand the existing system for Harbor Mall Chonburi and CP Land Khon Kaen site. In case of the new telephony system with the high reliability must be integrated seamlessly with the existing telephony system (Avaya) as if of the same single system and functions are similar or better than the existing telephony system. The new telephony system with high reliability must serve BCP (Business Continuity Plan) and able to recover system quickly if the system go down or the system failure. To have a better understanding of the requirements to support True others projects are also included into this RFP. Therefore this RFP will consist of the following separately funded projects: 1.1 Chonburi Site (Harbor Mall) 650 seats. 1.2 Khon Kaen Site (CP Land) 900 seats 1.3 CTI upgrade/replacement 1,700 concurrent licenses 1.4 IVR Intervoice IQ Talk 3.x replacement 45 E1s supporting Fax, VXML 2.x and

VXML 3.x. 1.5 Conversion of TDM Trunks 200 E1s to SIP for trunks related to CM which will

enable True to perform Intelligent Customer Routing (ICR). Note: To have even a bigger pictures of True direction there are additional project that are in the work plan such as: 2.1 Predictive Dialer of 500 ports. 2.2 Speech enable project. 2.3 Nice Interaction Analytic 2.4 Voice biometric for authentication and verification 2.5 Voice recording deployment of 700 ports 2.6 Screen capture project

2. PUBLICITY

The Bidder shall not implement the solution without the prior written consent of the

Purchaser advertise or publicly announce that they are undertaking any work for the

Purchaser. The Bidder shall not disclose details of this RFP or any information

provided to them by or on behalf of the Purchaser.

3. BIDDER'S RESPONSIBILITY

3.1. The Bidder has full responsibility to propose the best or appropriate solution

which fit the Purchaser’s requirements as stated in this RFP. If any

requirement is found to be impractical or deficient in anyway, the Bidder

shall propose own detail of solution as deemed appropriate.

3.2. The Bidder may propose to use Bidders for portions of the work in this RFP.

The proposed Bidders with company profiles and experiences shall be

of 38

submitted with the Proposal and subject to approval by the Purchaser. The

Purchaser reserves the right to accept or reject the proposed Bidders.

3.3. The Bidder shall remain full responsibility to the Purchaser for the work

performed by Bidders.

4. SCOPE OF WORK

This RFP is intended to specify requirements for Contact Center solutions. The

response to the RFP shall include the compliance statement to Annex 1 onwards. In

order to provide the better understanding, the Bidder shall include the overall picture,

product description, feature lists, project plan of the Contact Center solutions. The

Bidder shall provide system to support multiple business units which include True

Move, Real Move, True Online, True Vision etc. with estimated price for the total of

the solution and price breakdown. However, in the response, it shall be proposed the

solution and/or provide the information which may not be specified in this document,

but it is vital to be notified the Purchaser for the future services in term of flexibility,

expansion, standardization, technology roadmap and market trend.

5. DEFINITIONS

API Application Programming Interface

ACD Automatic Call Distribution

ANI Automatic Number Identification

CDR Call Detail Record

CLI Calling Line Identification

CTI Computer Telephony Integration

DID Direct Inward Dialing

DNIS Dialed Number Identification Service

DR Disaster Recovery

GUI Graphics User Interface

FCR First Call Resolution

IVR Interactive Voice Response

IP Internet Protocol

ISDN Integrated Services Digital Network

NMS Network Management System

PBX Private Branch Exchange

RFC Request for Comments

RFP Request For Proposal

SIP Session Internet Protocol

of 38

SMS Short Message Services

SMTP Simple Mail Transfer Protocol

SNMP Simple Network Management Protocol

6. LANGUAGE OF THE PROPOSAL

The Proposal, as well as the accompanying documents shall be in English.

7. STATEMENT OF COMPLIANCE

7.1. It is mandatory that the Bidder shall submit a Statement of Compliance to

Purchaser.

7.2. The Bidder shall respond to all specified commercial and technical

requirements.

7.3. In the Statement of Compliance the Bidder shall clearly state either;

(A) Meet the requirements of the RFP fully, and the reason; (Full

Compliance or FC). If Full Compliance identify whether the proposed

solution meet the requirements without any additional cost

(B) Meet the requirements of the RFP partially or by an alternative, but

similar solution and the reason thereof; (Partial Compliance or PC)

(C) Cannot meet the requirements of the RFP, and the reason why not;

(Not Compliance or NC)

(D) Require development to meet the requirements of the RFP and the

reason thereof; (Required Development or RD)

7.4. The Purchaser reserves the right to presume ‘non compliance’ for the item

that lacks sufficient clarification.

7.5. Where appropriate the Bidder shall state the intended method of achieving

the specified requirements by providing all technical information, diagrams

and drawings.

of 38

8. REQUIREMENTS

The Existing System Diagram

Contact Center Configuration Summary

The existing system

System Brand Version Physical Interface

Connectivity User Licenses Note

PABX Avaya

Communication Manager

5.2.1 TCP/IP 9500

High Availability

ACD Avaya 5.2.1 TCP/IP 5400 High Availability

ACD Reporting Avaya CMS 16.3 TCP/IP 5400 agent seats/240 sups High Availability

Voice Recording NICE 3 and 4.1 TCP/IP NP 3 1068, NP4.1 430

NP 3 is In the process of upgrading to NP 4.1

Work Force Management IEX 3.12.5 TCP/IP 1949

Maybe upgrade to 4.x or replace with other WFM

product

CTI Softphone Avaya 7.0.4 TCP/IP 1500

of 38

The New Requirements

Contact Center Configuration Summary

The New Requirement

System Brand Version Physical

InterafaceConnectivity User Licenses Note

PABX NA NA TCP/IP 9500

High Availability

ACD NA NA TCP/IP 5400 High Availability

ACD Reporting NA NA TCP/IP 1700 agent seats/240 sups High Availability

Locations

Tayan Building (True Tower 2)

Tayan building is the main site which all of Avaya servers, the existing adjunct and other thirty party servers located. True Corp needs to make sure that it works well and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products such as CTI, Voice recording, PDS etc..

CP Tower 2 (Fortune)

CP2 Tower 2 is the second site which supports 30% of customer management agents in Bangkok. It is also the main site for True Touch (Outsource Call Center). True Corp needs to make sure that it should work and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

True Tower

True Tower is non CM users such as Network Operation Center team that

support least line customer, True IT help desk, True marketing research team etc. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

Ital Thai Tower

Ital Thai Tower is CM that support 1177 service. True Corp needs to make sure that it should work and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

Tipco Tower

Tipco Tower is CM True Vision call center that support paid TV. True have planned to decommission this site around midyear of 2013. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

of 38

Mahanakorn Gypsum Building

Mahanakorn Gypsum Building is CM True Move, Real Move (TMV-H). True have planned to decommission this site around midyear of 2013. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

Harbor Mall (Sriracha, Chonburi)

Harbor Mall is the active and DR (Disaster Recovery) site, telephony server and ACD server this site will take over all sites instead of the main telephony and the main ACD. Total seats capacity for this site is 650 seats.

Khon Kaen

This site is scheduled to be completed by April 2013. Total seats capacity for this site is 900 seats.

9. PROJECT STRUCTURE

The Bidder shall provide at least the following information to ensure the capability to

deliver the project.

(A) Project Structure and Manpower

(B) Technical Support both local and overseas

(C) Profiles of Key people

(D) Responsibility Matrix

(E) Escalation Process related to project delivery and implementation

(F) Project Progress Reporting and Meetings

10. WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND

TECHNICAL SUPPORT

10.1. The Bidder shall guarantee the performance of the proposed system under

normal operation condition for a period of twelve (12) calendar months after

the date of Final Acceptance Certificate (FAC). Any fault occurring during the

Warranty Period shall be repaired, replaced or rectified promptly by the

successful Bidder at no extra charge to the Purchaser and at the SLA

requested by the Purchaser.

10.2. The Purchaser shall have the right at any time during the period of this

warranty, irrespective of prior inspection or acceptance, to reject any goods

of 38

or services not conforming to the specified standards and to require that the

successful Bidder, at their own expense, correct or replace such goods or

services with conforming goods or services. In the case of the replacement of

any defective goods within the Warranty Period, the above mentioned

Warranty Period for the replaced items shall again be applied after the date

of final reacceptance.

10.3. The Bidder shall propose the price calculation method for After Warranty

Support as part of the proposal. The Purchaser reserves the right to decide if

to purchase at the later stage.

10.4. If during the Warranty Period any item of the Deliverable is taken out of

service, the Warranty Period applicable to such item shall be extended

further by a period equal to the period that the item is taken out of service.

11. OWNERSHIP AND RISK OF LOSS

11.1. Ownership of all supplies or deliverables shall be transferred to the

Purchaser upon delivery and acceptance.

11.2. Risk of loss of all supplies or deliverables shall be transferred to the

Purchaser upon PAC.

12. INSURANCE

12.1. The Bidder shall take out and maintain insurance in relation to the

Deliverable as set forth below. The terms of all such insurance and the

identity of the insurers shall be subject to the approval of the Purchaser (not

to be unreasonably withheld) and shall (i) allow the assignment of all such

insurance to entities providing credit to the Purchaser and name Purchaser

and such entities as additional insurers or loss payees, as the case may be,

(ii) provide that cancellation, non-renewal or material modification shall not

be effective without thirty (30) days prior written notice to the Purchaser, (iii)

be primary, and not contributing, with any insurance maintained by the

Purchaser, (iv) not have a deductible greater than 300,000 Thai Baht per

loss and if losses occur within 72 hours shall count as 1 loss, and (v)

contain a waiver of subrogation clause in favour of the Purchaser and any

company standing in relation of parent to subsidiary to the Purchaser,

subsidiary to parent to the Purchaser and directors partners proprietors

and/or employees representatives of the Purchaser. The Bidder shall

provide to the Purchaser all certificates of insurance and, upon request by

the Purchaser, copies of all insurance policies.

of 38

12.2. The Bidder shall comply with all terms and conditions of the policies that it is

required to maintain under this Contract and with all requirements of

insurers in connection with the settlement of claims, the recovery of losses

and the prevention of accidents. The Bidder shall bear the cost of all

excesses, deductibles, exclusions or limitations applying under such

insurance.

12.3. If the Bidder fails to maintain the insurance required, then the Purchaser

may procure and maintain any such insurance, pay the requisite premiums

and deduct the amount paid from any monies due to the Bidder, or recover

the same as a debt from the Bidder or forfeit any security.

12.4. The Bidder shall maintain the following insurance coverage for the period

through Final Acceptance, except as stated otherwise:

12.5. If responsibility for loss or damage cannot be allocated immediately to the

rightful party, the Bidder shall assume such responsibility until the loss or

damage can be allocated rightfully.

13. UNDUE INFLUENCE

While the Proposals are under consideration, the Bidders and their representatives or

other interested parties are advised to refrain from contacting by any means any

personnel or representative of the Purchaser on matters relating to the Proposals

under scrutiny. Any effort unduly to influence the Purchaser shall disqualify the

Proposal.

14. RIGHT OF CHANGES

The Purchaser reserves the right to change or modify, as appropriate, to the technical

specifications, configurations and requirements described in this RFP before or after

the submission of proposals from the Bidders. However the change of volume or

quantity to purchase will be done in consultation with the awarded Bidder.

15. NOTIFICATION OF AWARD

The successful Bidder shall be notified by letter that his/her Proposal has been

accepted. The Purchaser also reserves the right to disqualify any Bidder who fails to

enter into a formal contract in the required form.

of 38

16. RIGHT TO ACCEPT OR REJECT ANY OR ALL PROPOSALS

16.1. The Purchaser does not bind itself to accept the lowest or any Proposal and

reserves the right to accept all or any part of any Proposal. The ordering of

equipment and services referred to in this RFP shall be entirely at the

discretion of the Purchaser. Any Contract resulting from a Proposal will

contain a minimum requirement but other items may be selected from time

to time at the option of the Purchaser for the supply at the Proposal Prices.

The Bidder shall confirm that this is understood.

16.2. The Purchaser reserves the right to waive such formalities in any Proposal

as it considers appropriate and to reject any or all the Proposals and to

accept the lowest or any other Proposal which is considered to be in the

best interest of the Purchaser.

16.3. “True Touch”, or its representatives, will not give reasons to any potential

Bidder why any Bidder was, or was not, selected.

17. COST OF PROPOSAL PREPARATION AND SUBMISSION

Each Bidder shall be entirely responsible for and shall bear all costs associated with

the preparation and submission of the Proposal and the Purchaser shall have no

responsibility or liability in this respect irrespective of whether the Proposal is

awarded or cancelled or awarded to the Bidder of the Purchaser’s choice.

18. COMMERCIAL TERMS

BOND

Advance Payment Bond

Amount equal to Advance payment.

Submission date: On effective date of contract or on the date before advance payment is made.

Period shall cover the period until the Bidder has fulfilled its obligation under the bond.

Performance Bond

Amount 10% of the total contact price

The Bidder shall deliver the performance Bond to “True Touch” within

21 Days

Submission date: On the effective date of the contract

Period: From the contract effective date to Final Acceptance Certificate (FAC) signed off date

of 38

Warranty Bond

10% of the contract price

Submission date: On the sign-off date of the Final Acceptance Certificate (FAC)

Period: Cover the warranty period

Terms and Conditions

Compensation of Delay

Each day or part there of zero point one percent (0.1%) of the project value

Standard Payment Terms

10% Contract Execution vs. Advance Payment Bond

40% Provisional Acceptance Certificate (PAC)

50% Final Acceptance Certificate (FAC)

The Bidder shall maintain spare parts & technical support for 5 years

Contract Price and Delivery Terms

“True Touch” shall be entitled to withhold taxes, other taxes or any

deductions (if any) required under Thai laws on all payments payable to

the contractor under this agreement. “True Touch” shall promptly pay

such withholding taxes to the appropriate government authorities and

shall transmit to the contractor an official tax receipt or other document

issued by the appropriate tax officials evidencing such payment

The contract price set is denominated in US Dollar (USD), all payments

under this agreement shall be converted to Thai Baht (THB) using an

exchange rate quoted by the Bank of Thailand on the sign-off date of the

invoice.

The contract price is to be considered as maximum prices, which are

valid until end of the warranty period.

Unit price (for additional order) shall be firmed and fixed not less than the

warranty period.

Deliver Duty Paid Terms

The Works price under the Purchase Order is exclusive of Thai value

added tax at the rate and in the manner for the time being prescribed by

law but inclusive of the withholding tax (which the Customer shall be

entitled to withhold from entirety of the price under the Purchase Order,

as appropriate) and custom duties, levies, charges for any physical

importation in Thailand and DDP (Site) in accordance with INCOTERMS

2010.

of 38

19. PROPOSAL SUBMISSION

The Bidder's proposal document shall be submitted into 5 (five) sealed and

separated envelopes.

o Commercial Proposal: 1(one) signed Hardcopy and 1 (one) Softcopy

in CD

o Technical Proposal: 2(two) signed original set and 1(one) Softcopy in

CD

The Proposals shall be signed by person(s) duly authorized to bind the

Bidder. The Bidder shall submit the requisite power of attorney indicating

such authority. Any corrections, deletions or overwriting in the Proposal shall

be duly initialled by the person who signs the Proposal. Any amendment,

correction, cancellation or suppression of a Proposal by a Bidder shall be

before the closing date of Proposals submission being 5.00 PM (ICT-

Indochina Time, UTC/GMT +7:00 hour), and shall be signed by the same

person who signed the original Proposal.

The Proposals shall be addressed to:

Mrs. Sasiwan Rungthong

Mr. Kittipong Pulsawas

Procurement Department 20th Floor, 18 True Tower,

Ratchadapisek Road, Huai Khwang,

Bangkok 10310. THAILAND. In the evaluation and examination of Proposals, the Purchaser may seek

clarification from the Bidders. However, Bidders should only provide the

clarification asked for and shall not in any way cause any change in the

substance of the Proposal prices.

The Bidder is to be prepared to answer the Purchaser’s queries on their

Proposal and to attend formal meetings with the Purchaser’s staff during the

evaluation period.

of 38

20. ANNEX 1: STATEMENT OF COMPLIANCE

Requirements FC PC RD NC Remark

Part A : PABX , ACD System , Adjunct Integration

A1 The bidder shall provide non-interruption to the call center

during the upgrade and expansion system.

A2 The proposed system must have dynamic licensing. We need

the basic ACD license at 1,500 licenses.

A3 The system has the burst license feature or pay per used

feature.

A4 The proposed system must have the capabilities to provide a

centralized management system. Call center manager shall have

a capability to monitor multi-site performance from one screen and

/ or one report.

A5 The proposed system must have intelligent functions and

features. Describe the advanced features of the proposed system.

A6 The proposed system must provide robust and high security

control system.

A7 The proposed system must support IP, SIP, analog and digital

protocol.

A8 The proposed system must be highly scalable and flexible for

multi-site.

A9 The proposed system must not be obsolete within five years

from system commission date. Otherwise, the bidder shall provide

the replacement free of charge.

A10 The bidder shall provide temporary equipment during the

relocation in order to ensure no service interruption.

A11 the system can utilize the existing system, or integrate with

the existing system.

The existing Telephony

The existing call center report management

CTI,

IVR,

NICE,

IEX,

Personal Greeting

A12 The proposed system serve 24*7 operation.

A13 The system shall keep above report up to one year.

A14 The standby system can take over immediately after the main

site go down.

A15 The maximum concurrent

At least 5000 concurrent Calls handled by the system.

A16 At least 5000 concurrent call handled by the system.

A71 At least 2000 skills in the system 2.1.17

A17 The non-blocking percentage shall be less than one percent.

of 38

Requirements FC PC RD NC Remark

A18 What is the operating system of the proposed system can support?

UNIX

Solaris

Linux

Windows

A19 What are the operating systems required for the Client side?

Windows XP

Windows 7

A20 The system support full multi-site operations.

A21 Does the proposed system use self-diagnostics?

A22 What standard communication signaling /protocols does your system support? EURO-ISDN ISDN-QSIG QSIG Supplementary Services, DID R2-MFC IP Trunk SIP Trunk

A23 The proposed solution support external music on-hold source

A24 The proposed system allows multiple music to be played. Different music shall be played on different kind of calls. There must be same music for call waiting and call on hold on the same type of call.

A25 The proposed system provides both technology of hard-phone and soft-phone set with same functionality.

A26 The proposed soft-phone work on PC-LAN based.

A27 The proposed system route the customer's call by ANI, DNIS, CLI, or CED?

A28 The maximum number of configurable agents that proposed system can support.

10 >

10 <

20 <

30 <

40 <

A28 The maximum number of queuing and routing conditions use from variables that system can provide.

10 >

10 < 20 < 30 < 40 <

A30. What is the database engine and platform for ACD reporting system?

MS SQL

Oracle

Informix

Other

A31 The ACD has the ability to be functionally divided trunks into unlimited groups, with trunk group members (ports) assigned to logical trunks groups.

of 38

A32.1 Incoming Call Routing and Overflow.

Can the system provide the ability to automatically route incoming calls to alternate groups within the ACD dependent upon incoming call volume and/or number of calls waiting in queue, so each group and/or trunk group will have the ability to overflow uniquely, dependent upon business requirements and a rule set in the proposed system? How can the proposed system be set up for this rule?

2.3

A32.2 Incoming Call Routing and Overflow.

Can the system use priority queuing to place call in a predetermined order

A32.3 Incoming Call Routing and Overflow Can the system dynamically change the priority level of a call in response to certain events (i.e. caller's response to a prompt, exceeding a queuing time threshold, etc.)?

A32.4 Incoming Call Routing and Overflow The proposed system has the priority levels.

A32.5 Incoming Call Routing and Overflow When overflow occurs, can the system allow for simultaneous scanning to previous groups in order to insure that the call is handled by the first available agent in the primary or secondary group (simultaneous queuing)?

A32.6 Incoming Call Routing and Overflow Does the proposed system provide ‘look-ahead’ functionality to see the best routing of calls before overflow?

A32.7 Incoming Call Routing and Overflow Does the proposed system do dynamic or conditional routing?

A32.8 Incoming Call Routing and Overflow Does the system can provide the intelligent queuing, simultaneously queuing both sites?

What statistic report and on-line monitoring will be in this case, i.e. will report treat the call as one call for both sites or two calls?

A32.9 Incoming Call Routing and Overflow Does the system provide agent skill based routing?

A32.10 Incoming Call Routing and Overflow Does the system provide ‘same agent’ routing? Calls shall be routed to the same agent who handled the customer before.

A32.11 Incoming Call Routing and Overflow Does the system provide customer segmentation based routing?

A32.12 Incoming Call Routing and Overflow Can the ACD distribute calls equally to agents within an assigned group or skill, with calls assigned first to agents who have been available the longest?

A32.13 Incoming Call Routing and Overflow Can the system segment the agent pool into smaller groups based upon specific skill sets (bilingual, training or experience level, product knowledge, etc.)?

A32.14 Incoming Call Routing and Overflow What is the maximum number of skill sets defined within the ACD, and per agent?

A32.15 Incoming Call Routing and Overflow Are the incoming calls able to be queued simultaneously to as many skill sets? Please explain in detail how the proposed system supports skills-based routing, and queuing?

A32.16 Incoming Call Routing and Overflow What is the maximum number of each group/skill set to which a call may be simultaneously queued?

of 38

A32.17 Incoming Call Routing and Overflow Can the proposed system provide hierarchical group of agents for more than 3 levels from agent to management level?

A32.18 Incoming Call Routing and Overflow May agents belong to more than one group? If so, how many

A32.19 Incoming Call Routing and Overflow Does the proposed system use conditional call routing? Please provide a list of the condition that can be used in call routing.

A32.20 Incoming Call Routing and Overflow List and describe the system variables that can be used by the proposed system to conditionally route calls.

A32.21 Incoming Call Routing and Overflow Please state the number of priority levels available within call processing tables.

A32.22 Incoming Call Routing and Overflow The proposed system must have the capability of notifying callers of expected wait times. Describe the basis of calculating wait time.

A32.23 Incoming Call Routing and Overflow

What capabilities are offered for use in following up on abandoned calls so agent can call back the abandoned caller?

A32.24 Incoming Call Routing and Overflow Does the system retain the caller’s position in queue after transferring to an IVR or other auxiliary device?

A32.25 Incoming Call Routing and Overflow Can the system announce the digits stored in the variable to the caller as spoken digits or as a number?

32.26 Incoming Call Routing and Overflow Does the proposed system support multi-stage queuing?

A32.27 Incoming Call Routing and Overflow Describe the ability of the proposed system to route based on the time of the day and the day of the week. Routing must recognize specific dates such as holidays shall be scheduled up to a year in advance.

A32.28 Incoming Call Routing and Overflow Describe the ability of the proposed system to play an announcement that asks the caller to respond to a question by dialing a digit and then goes to another step in the route or to another route, depending on the digit entered.

A32.29 Incoming Call Routing and Overflow Does the system allow call to be routed to another agent when the call is presented to an agent and is not answered within defined able time frame?

A33.1 Agent Training Level Routing

Does the system provide agent training level routing? System administrator can set certain percentage of calls that the agent who is on training shall take. For example, if an agent is on training of skill ‘billing mobile’, no more than twenty percent of her total calls shall be on ‘billing mobile’.

A33.2 Agent Training Level Routing

Can the percentage of training level set by supervisor? If yes, is the percentage set per agent or or per agent group?

A34.1 Agent Occupancy Based Routing

Does the system provide agent occupancy based routing? Explain how agent occupancy based routing is done.

A34.2 Agent Occupancy Based Routing

Can supervisor set the occupancy rate?

of 38

A35.1 SLA Routing

Does the proposed system have the SLA Routing Policy?

A35.2 SLA Routing Can proposed system separate the agent group to pick up the calls from the same customer group but difference SLA ? True need to compare performance of two skills.

A36.1 Agent Rest Interval

Does the proposed system allow supervisor to set agent rest interval between calls?

A36.2 Agent Rest Interval Can the agent rest interval set by application, agent group, or call center?

A67.1 Call Simulator

Does the proposed system allow administrator to simulate call flow before implementing it in the system?

A37.2 Call Simulator What can be the result of the call simulator, i.e. average call waiting time, abandon rage, service level?

A37.3 Call Simulator Can the audible alerts vary by agent group?

A38.1 Incoming Call Alert. Can the audible alerts vary by agent group?

A38.2 Incoming Call Alert.

Does the proposed system provide a tone and/or a brief announcement of call type?

A38.3 Incoming Call Alert

Does an agent receive visual identification of trunk group or type of incoming call when the call is presented at the agent position?

A38.4 Incoming Call Alert Can the call be connected to the agent without requiring further telephone set operation? (Auto-answer)

A38.5 Incoming Call Alert Can the auto-answer be configurable for each call center? For example, one call center may require auto-answer while another call center may not want auto-answer feature?

A39.1 Agent Greeting

Does the system allow agent greeting from recorded voice?

A39.2 Agent Greeting Can the agent greeting be configurable for each call center and / or for each call type?

A39.3 Agent Greeting

Does the system provide agent script based on call type? What is the maximum number of scripts available in the system?

A40 Abandoned Call Search

Can the system monitor all calls in queue to insure that abandoned calls are removed from the queue, and that statistics are gathered to provide call delay, or abandon type information as stipulated in the management information reporting section of this document? If yes, please give us details of abandoned call statistic information that the proposed system can provide.

of 38

A41.1 Call Hold / Transfer

Can the system transfer calls within the system (to other groups, specific agents, administrative staff, or supervisors), and external to the system? If yes, what are the standard interfaces to connect with the external system?

A41.2 Call Hold / Transfer Can the system provide call and screen transfer for both within site transfer and among site transfer? Explain how it is achieved.


Does the system provide a dedicated hold button on the agent telephone set?


Does the MIS system accumulate statistics regarding the amount of time spent in hold for each agent?


Can the system transfer call by select agent or select by group. Please specify the solution.

A42.1 Agent Headset/Handset Operation (for Hard-phone).

Can the agent telephone support both an agent headset and an agent handset?

A42.2 Agent Headset/Handset Operation (for Hard-phone). Is the agent set equipped with two jacks in order to permit a supervisor to plug into the telephone set for training purposes?

A42.3 Agent Headset/Handset Operation (for Hard-phone).

Does the telephone equip with message in voice mail box indicator?

A43.1 Delay Announcements / Voice Processing. Can the system provide callers in the queue with a variety of announcements, indicating answer delays, estimated queue time, general informational announcements, and providing instructions and/or alternative?

A43.2 Delay Announcements / Voice Processing.

Can the system present callers with looping call delay messages?

A43.3 Delay Announcements / Voice Processing

Can the system provide the ability to announce estimated waiting time and allow caller to hang up, then the system will call the caller when his queue presented to the agent?

A44.1 Agent Interface with both hard-phone and soft-phone

Can the proposed system work with Plantronic headset or Jabra? What Plantonic headset or Jabra models that the proposed system can work with?

A44.2 Agent Interface with both hard-phone and soft-phone Does the proposed system require a unique ID before the telephony set to be functioned?

A44.3 Agent Interface with both hard-phone and soft-phone Does the proposed system allow agent ‘hot seating’?

A44.4 Agent Interface with both hard-phone and soft-phone Does the proposed system allow agent single sign-on for ACD and other applications?

A44.5 Agent Interface with both hard-phone and soft-phone Can agent-set functions be associated with PC “hot keys”? Are the hot key associations modifiable by the user so that collisions with applications are avoided?

of 38

A45.1 AGENT POSITION FEATURES 1.Log-On Identification.

Are agents on the proposed system logically defined, rather than requiring a physical telephone extension and termination?

A45 .1 AGENT POSITION FEATURES 2. Log-On Identification.

Does each agent and supervisor on the system have an individually assigned log-on identification number, which permits individual statistics to be collected by the ACD management information system?


Does the system allow multiple log-on? If yes, is the multiple log-on at different terminals tracked as one "shift"?


Does the agent telephone set use state-of-the-art digital technology, and provide a display of some sort that will keep the agent apprised of number of calls waiting, type of incoming call, number of messages and other applicable information? Please describe the kind of information that can be displayed.


Are agents on the proposed system logically defined, rather than requiring a physical telephone extension and termination?

2.21.2


Does each agent and supervisor on the system have an individually assigned log-on identification number, which permits individual statistics to be collected by the ACD management information system?


Does the system allow multiple log-on? If yes, is the multiple log-on at different terminals tracked as one "shift"?


Does the agent telephone set use state-of-the-art digital technology, and provide a display of some sort that will keep the agent apprised of number of calls waiting, type of incoming call, number of messages and other applicable information? Please describe the kind of information that can be displayed.

A45.2 AGENT POSITION FEATURES Talk Time Reminder

Does the system provide talk time reminder when the talk time reaches threshold? The threshold shall be configurable for each call type, agent group, agent skill.

A45.2 AGENT POSITION FEATURES 1.Call Work, or Wrap-Up.

Do the agent sets have the ability to go into a wrap-up or Call Work state at the completion of a call? Can the Call Work duration time be configured to automatically change to available mode?

A45.2 AGENT POSITION FEATURES 2.Call Work, or Wrap-Up

Is time spent in this work state included in the individual agent, group, and system statistics?

of 38


Does the system provide a supervisor with a visual indication of agents spending time in this state? If the system is able to differentiate between wrap-up and after-call states, please explain.


Does the system provide call code or transaction code predefined for agent to enter during Call Work mode for tracking call issue? If yes, what is the maximum number of call code the system can define?


Does the proposed system allow multi-level call code? For example, Mobile Billing Bill Dispute.


Does the proposed system default agent to the group of call code based on their skill? For example, mobile call center agent shall not need to enter call code ‘mobile’.


Does the proposed system provide report for call code or transaction code? Does the call code report include talk time, hold time, wrap-up time, and handle time? Describe the detail of the report.

A45.3 AGENT POSITION FEATURES 1.Log-Off

Can the system force agent to log out if defined number of calls are not answered by the agent?


Can the system support the ability for agent time off-line to be tracked by entering a code identifying the reason for going off-line (i.e. break, lunch, training, staff meeting, special project, etc.)?


The codes can be programmed in the system.If yes , please tell.

A45.4 AGENT POSITION FEATURES 1.Supervisory Request for Assistance

Does the agent set have the ability to directly signal the supervisor when the agent requires assistance handling an active call?

A45.4 AGENT POSITION FEATURES 2.Supervisory Request for Assistance Does the ACD system support the ability for agents and supervisors to send messages to each other via the LCD display in the telephone instrument, or Soft-phone on PC?

of 38

A45.4 AGENT POSITION FEATURES 3.Supervisory Request for Assistance

Is the answering of agent requests for supervisor assistance provided on the supervisor's telephone set on a dedicated button appearance, so that the supervisor may readily identify that an agent requires support?

A45.4 AGENT POSITION FEATURES 4.Supervisory Request for Assistance.

Does the Hard phone LCD or soft phone provide identification of the calling agent to the supervisor?

A45.5 AGENT POSITION FEATURES 1.Call Waiting Indicator.

Does the system allow each agent and supervisor set to know the number of calls waiting in queue?

A45.5 AGENT POSITION FEATURES 2.Call Waiting Indicator

How is the indication provided, via a LCD or alphanumeric display, and/or a "calls waiting" indicator light, voice, and/or PC screen?

A45.6 AGENT POSITION FEATURES 1.Trouble Reporting/Trunk Condition Indicator.

Does the agent telephone set have the ability to indicate problems on a particular trunk? How does the system categorize the type of trouble (i.e. "noise", "echo", etc.)?

A45.6 AGENT POSITION FEATURES 2.Trouble Reporting/Trunk Condition Indicator.

Does the proposed reporting provide a summary report of troubles by trunk or circuit?

A45.7 AGENT POSITION FEATURES Remote Agent

Does the proposed solution support individual remote agents to offer identical services as call centers?

A45.8 AGETNT POSITION FEATURES Personnel Agent

Does the proposed system provide the personnel agent feature? Meaning that a group of customers be mapped to a specific agent.

A46.1 SUPERVISOR POSITION FEATURES 1.Management Information Reporting

Do all supervisors have access to real-time agent and queue performance statistics and the ability to run historical/interval reports on demand?

A46.1 SUPERVISOR POSITION FEATURES 2.Management Information Reporting.

Please include your most advanced real-time and historical management information reporting package(s).


Does the system have a feature to customize the real-time screens used by call center users and managers?


We would also like to create customized reports in-house using the ACD historical data. Please include highest level custom reporting capability in your quotation.

of 38

A46.1 SUPERVISOR POSITION FEATURES 5.Management Information Reporting.

Does the proposed system provide report and monitoring tool via intranet and / or internet?

A46.2 SUPERVISOR POSITION FEATURES 1.On-line and Quality Monitoring.

Does the supervisor/manager workstation provide real-time information on, at least, the following queue status parameters: number of calls waiting, service level, average speed of answer, average time to abandon, and average queue duration? Describe other information provided for on-line monitoring.


Can the system provide an indication to each supervisor of the status of each agent (i.e., engaged in an ACD call, waiting to accept a call, in after-call work, or inactive)?

A46.2 SUPERVISOR POSITION FEATURES 3.On-line and Quality Monitoring. Can supervisor observe agent real time across all sites?


Can the supervisor monitor an agent's conversation for training or administrative purposes from the supervisor telephone, without plugging in to the agent's telephone set?

A46.2 SUPERVISOR POSITION FEATURES 5.On-line and Quality Monitoring

Does the system provide at least three levels of monitoring: silent monitoring (with and without tone indication to the agent during monitoring); conference monitoring (a three-way connection between caller, agent, and supervisor/manager); and coach monitoring (a one-way connection between the agent and supervisor/manager that enables the supervisor/manager to "guide" the agent through the call without the caller hearing)? Please describe your system's capabilities in detail.


Can system allow hierarchical monitoring? Director shall see the overall performance of total call centers. Head of shall see the performance of call center under her supervision, i.e. mobile call center, fixed-line call center, internet call center, outsourcing call center, etc. Call center help desk manager shall see performance of supervisors under her supervision. Supervisors shall see performance of agents under her supervision.


Does the proposed system allow authorized user, not system administrator, to change the hierarchical monitoring? For example, group of supervisors under call center help desk manager can be changed. Describe the steps to make such change.


of 38

Does the proposed system provide different service levels defined for each call center?


Does the proposed system provide service level based on customer segmentation?


Can monitoring sessions be scheduled and tape recorded for later review by call center supervisors and managers?

A46.3 SUPERVISOR POSITION FEATURES 1.Voice and Screen Monitoring

Can supervisor monitor agent’s screen together with agent’s conversation without having to sit next to the agent? The monitoring shall be real-time.

A46.4 SUPERVISOR POSITION FEATURES 1.Broadcast Screen

Can supervisor broadcast message to agents’ screen? Describe how it will be done.

A46.4 SUPERVISOR POSITION FEATURES 2.Broadcast Screen

Can supervisor broadcast message to specific agent, agent group, specific call center, site?

A46.5 SUPERVISOR POSITION FEATURES 1.Conference Capability.

Does the system have the capability for agents and supervisors to set up conference calls of at least three parties on demand?

A47.1 Real Time Queue Management

The proposed system provides the real time queue monitoring.


Can the agents see the queue of their skills and pop up on the desktop?


The proposed system provides the call back feature if the system announces the number of queues and give customer the option to hang up for system call back.

A48 Abandon Call Management

The proposed system provides the abandon call management. If the system found the abandon calls and give True the ability to call back the customers.

A49.1 Multi-channel Integration

Can your proposed system integrate with Lotus Notes mail servers regarding to email handling? Please describe the architecture proposed. What is the mail protocol that provide by the system?


Can the system assign both multimedia and voice skill to the agent? For example, one agent can have multiple skill groups such e-mail group and inquiry group, thus the agent can handle both e-mail and voice call.

of 38


Is the system able to set schedule for multi-channel group such work-hour and close hour for this group and how does the system manage the mail flow?


How does the system provide the multimedia channel and support them like a voice channel? Such as E-mail, Web Correspondence, etc?


Does the system provide the history report of the Email agent group?


Can the proposed system send out an alert of voice mail message via e-mail or SMS?

A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS

1.System Reports

Does the proposed system have the HA (High Reliability) feature?

A50.1 MANAGEMENT INFORMATION SYSTEM REPORT

REQUIREMENTS 2.System Reports

What is the fastest refresh rate for real time monitoring report?

= 1 second

= 2 seconds

= 3 seconds

= 4 seconds

= 5 seconds

> 5 seconds.


3.System Reports The proposed system's ability to track a single call from the beginning to the end of call.


4.System Reports

Is the reporting system available for IVR ports and other system peripherals?


5.System Reports

Does your proposed system capture all outbound and inbound call activity to a single source?


REQUIREMENTS 6.System Reports

Does the reporting system provide permissions to access the reports?


1.Incoming Calls Handled Report.

Does the report show a summary of the interval of time (in seconds) for handling incoming calls?


of 38


Does each group of the ACD show the seconds-interval number of abandoned calls within each interval along with the total number of calls received per interval?


3.Incoming Calls Handled Report

Are totals and averages reported for the time period requested and typically provided in 30-minute increments?



Does the report show number of calls handled, abandoned, talk time based on time interval?


REQUIREMENTS 1.Real-time Exceptions Threshold Definition and Display.

Does the system have a screen display available to the designated supervisor to program certain parameters for various call center performance objectives being monitored?


2.Real-time Exceptions Threshold Definition and Display Does the real-time screen provide an accurate assessment of the group's or call center's current performance versus predetermined objectives?


REQUIREMENTS 3.Real-time Exceptions Threshold Definition and Display

How many thresholds can we have for Types of call and Threshold/call types?

1-5

5-10

11-15

16-20


4.Real-time Exceptions Threshold Definition and Display Can the threshold be varied based on each call center?


REQUIREMENTS 1 Group and Trunk Utilization Reports (Historical) 1.1.1 Summary Reports

Do the reports recap call center activity, which includes the following items measured in minutes and seconds?

Average number of positions and work state on screen by team

Number of incoming calls during the report period

Number of calls exceeding threshold (i.e. calls waiting in queue longer than x seconds)

Average time in queue by call type

Average time to abandon by call type

Number of abandoned calls

Number of outgoing calls

Percentage breakdown of agent time spent in work state vs. idle or other non-ACD related call activity

Percentage of active work time, defined as the amount of time (including hold time) that an ACD call

of 38

is connected to an agent


REQUIREMENTS 1 Group and Trunk Utilization Reports (Historical) 1.1.2 Summary Reports

In addition to the above information, does the group report show totals by group assignment for the various non-ACD work states?

A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Group and Trunk Utilization Reports (Historical)

1.2.1 Trunk Reports

Do these reports list by each trunk group by the following items?

Number of trunks in group

Number of incoming calls during report period

Number of abandoned calls

Average holding time on each trunk by call

Average ring time, time in automated attendant, time on queue, time to agent or voice response system

Agent name

Position number

Number of outgoing calls, and telephone number dialled

A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Group and Trunk Utilization Reports (Historical)

1.2.2 Trunk Reports

Does the system have the capability for generating these reports in half-hour increments, with the supervisor having the ability to change a reporting interval during the course of the day?


1.Trouble Report Summary

Does the report delineate specific troubles by time of day and trunk identification? Does the report list the time, date, agent identification number, trunk or line identification number, and the type of problem experienced (noise, echo, etc.)?


1.Agent Activity Report(Real-time and Historical)

1.1 Are the following included in the work summary report for each agent, and by assigned group?

Agent identification number

Group assignment

Total time logged on in minutes and seconds

Time active in various call states measured in minutes and seconds

Number of incoming calls handled

Number of outgoing calls placed

Average talk time for calls handled measured in minutes and seconds

of 38

Time spent in non-ACD work states measured in minutes and seconds

Average active time per call (combining average talk time with after-call work time)


1.Agent Activity Report(Real-time and Historical) 1.2 In addition to the above information, does the system have a sign-on log tracking each agent with an identification number, the date and time of sign-on and sign-off, and non-ACD work states of any duration (lunch, coffee breaks, etc.)?


REQUIREMENTS 1.Agent Activity Report(Real-time and Historical) 1.3 Does the reporting system provide outbound reports?

A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical)

1.4 Does the reporting system provide supervisor activity reports?

A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical)

1.5 The system makes its data available to 3rd

party reporting tools.


The pre-requisite for support personnel to customize the report? Is the training included in this proposal?


Can you supply database entity and description to True?


REQUIREMENTS

Can you allow True’s administrator to access the reporting database in order to retrieve data?


Does the proposed system have the capability to export statistics from the system?


Does the proposed system provide the capability for supervisors to request and obtain reports on demand?


Are the supervisor terminals color, graphics capable? Can True Corporation customized screens for supervisors with Windows based applications?

A51.1 CTI Interface

Does your system come with CTI middleware that you can make interface and do multi-site call routing and screen pop-up?

A51.2 CTI Interface

your system integrates between ACD and CTI server.

of 38

A51.3 CTI Interface

Does your CTI have open and published API?

A51.4 CTI Interface

The proposed CTI can integrate with Siebel 8 or above and CCBS.

A51.5 CTI Interface The propose CTI provides the connector for integration with Siebel 8.

A51.6 CTI Interface

Can the proposed system integrate with the Screen Pop to show customer information?

A51.7 CTI Interface

Can your system have more than one application associated with one customer/caller to pop-up at the same time?

A51.8 CTI Interface

Does the system allow different screen to pop-up with different call types?

A51.9 CTI Interface

Can your system do the automatic screen presentation to take no longer than 2 seconds from request, and the initial automatic screen presentation that comes with the call should be less than 1 second with call synchronization?

A51.10 CTI Interface

Not only screen pop-up, but also automated data entry (captured from IVR), initial data query, and some activated scripts are required.


Does your system have the ability to transfer a call and screens between agents and between sites?


Can the system recognize to pop the difference screen pop such inbound call, outbound call, FCR call? The condition to pop up is DNIS, Customer enter digit, ANI etc.

A52.1 IVR Interface

IVR system that can interface with the proposed ACD.

2.26

A52.2 IVR Interface

Does the system can transfer the call between the IVR and ACD in both ways with the same call description (ANI, DNIS, CED)? Call transfer between IVR and ACD shall not consume more than one IVR port.

A52.3 IVR Interface

The solution allows ACD to transfer calls to agent when IVR is not available. Menu announcement shall be available in this case.

A52.4 IVR Interface

During voice process, can the system collect data from every button pressed on phone and pass these to CTI for further screen pop-up?

A52.5 IVR Interface

Can these data be kept in the database for further analysis of customer behaviour?

A52.6 IVR Interface

Can the customer leave messages on a separate audio/digital tape or database? What is the time that your proposed system configuration can record?

A53.1 IEX Integration

Does your ACD have ability to integrate with IEX?

of 38

A53.2 IEX Integration Your experience and site reference regarding to IEX integration.


The ACD system sends historical call data to IEX system for using, as forecasting data to project staffing required

A53.4 IEX Integration Can the data be sent as 15-minute intervals?


Information can be send to IEX system (i.e. number of calls and call handling time for each Skill base, Skill group).


Does your ACD system can support agent information synchronization between ACD and IEX. With agent synchronization, IEX automatically receives agent information from ACD in real time or batches, so no need to enter agent information into systems twice?


Does agent synchronization is out of the box feature? The feature shall be available when there is an upgrade of either ACD or IEX software.


Does your ACD system have a real-time adherence feature?


The system shall provide integration between work force management and HR system. Mobile call center uses People Soft. Fixed-line and internet call center uses SAP. The integration will focus on agent adherence information. The integration for mobile call center is optional while the integration for fixed-line and internet call center is a must.


Does your ACD system have capability to send real-time agent information to IEX in order to show agent adherence in IEX?


Does the proposed system allow voice recording on agent’s conversation only?

A54.1 Voice Recording System Integration

Do all phone types have not codec problem during voice recorder is observing?

A54.2 Voice Recording System Integration

Can we play back voice file?

A55 CDR Billing

CDR Format of new telephony system can work with existing billing software.

A56.1 Operation Your company support back version

A56.2 Operation

The bidder’s guaranteed percentage of “uptime” for each component, i.e. ACD, Call Center Report Management, CTI, IVR, Nice, IEX.

A57.1 System Administration and Monitoring

To provide Network Management


Does the system provide single management tool?

A57.3 System Administration and Monitoring The proposed system’s ability to provide centralized administration of all administrative functions at any site.


The system must provide a GUI administration tool.

of 38


The proposed system must measure quality of voice in case of voice over IP?


Does your system allow centralized user management?


Can the proposed system allow supervisor to change agent’s skill without allowing the supervisor to access to call flow modification?


The proposed system can manage multiple sites.


The system’s administration process that provides for application implementations and reconfigurations without interrupting call traffic.


Does the system have an easy, user-friendly interface with self-checking capabilities to write call flows?


The ACD system’s standard logs and custom logs.

A58 Diagnostics

Provide a list of the self-diagnostics performed by your system.

A59.1 Alerts

The system handles alerts or error conditions.

A59.2 Alerts

The system provides system monitoring in term of resource utilization, and resource availability.

A59.3 Alerts

The system can alert error or warning via phone, e-mail, SMS, SNMP to certain group of user.

A59.4 Alerts The proposed system can integrate with 3

rd party environmental

alarm, i.e. fire, flood, etc. (option)

A60 Backup and Restore

The proposed system’s ability to perform full and incremental back-ups and restores while system is in full operation.

A61.1 Database Interface

The proposed system’s support of native access to Oracle databases.

A61.2 Database Interface The proposed system’s support of ODBC access.


your system’s support of multiple simultaneous database connections.


The proposed system’s real-time database access and retrieval.


The proposed system allows for multiple database connections to be shared across multiple instances of the application.

A62.1 Implementation

To provide time plan.

A62.2 Implementation

To provide the implement without service interruption.

A63.1 Pay per user licenses Does the system support pay per use licenses? Please identify which components of the product support pay per use.

of 38

A64.1 IVR replacement Support Fax (if not please propose an alternative method to faxing)

Support VXML 2.x

Support VXML 3.x

Support call progress detection for outbound

Support ring tone detection for outbound

A65.1 Predictive Dialer Support hardware based dialer

Support call progress detection

Support ring tone detection

Part B : Security

B1 Using the skill sets, authority levels and profiles of users, can

your system support a single login for all access?

B2 Do you have configurable login / log-out codes?

B3 Does the proposed system come with a standard password

policy?.

B4 Is your system capable of working with certification and

authentication?

B5 Does the proposed system allow configurable password

change enforcement interval?

B6 Does your system enforce combination of numeric and

alphabetic for password?

B7 Is the product configurable for read, write, create, delete or

execute separated authentication?

B8 Is the user name/password time expiring?

B9 Can the system provide an access audit trail?

B10 Is there an automatic alert when there is a security breach?

B11 Is there a multi-tier security system (Screen, Function, field

etc)?

B12 Does the proposed system provide timed security access

control by periods of time?

B13 Does the proposed system have system inactivity time outs

that are configurable?

B14 The proposed system provides details of the user profile

requirements.

B15 Does the proposed support security administration through

centralized or decentralized control?

B16 The proposed system provides details of the security controls

and policies for system and application administration.

B17 Does the proposed system allow multiple administrator

accounts?

B18 Does the propsed system provide logging of administrators’

activities?

B19 Does the proposed system allow configurable administrator

access for each account?

of 38

Part C : Testing

C1 Does the bidder provide factory acceptance testing prior to

system delivery?

C2 Will the bidder commit to a period for the turnaround of testing

instances?

C3 Will the factory acceptance testing include full business

process testing?

C4 Will all test results be available to True Corporation, and in

English Languages?

C5 Will assistance be available for the requirement design for a

testing environment?

C6 Will the bidder provide assistance for Integration testing and

the resolution of any incidences encountered?

Part D : Implementation Support

D1 Do you provide a project manager/team?

D2 Describe the level of experience of your project managers and

implementation team. Resume of the project team shall be

attached.

D3 To provide an outline of the implementation plan.

D4 How long does the bidder provide on-site staff for cut-over

stand-by?

During 1Week

During 2 Weeks

During 3 Weeks

During 4 Weeks

Depend on True

D5 Can the bidder provide turnkey warranty and maintenance for

all integration with CTI, IVR, Nice, IEX, etc. including both new and

existing components?

D6 To support for working hour and non working hour are

available.

D7 Will on site support be available.

D8 The Bidder shall have local support in Thailand.

D8 Will True automatically be provided with software upgrades?

D9 The bidder support back levels of the product and, if so, for

how long after a new release.

D10 Will the bidder continue to support a package if user

modifications have been added?

D11 Is a 24 x 7 helpdesk available in case of severe problems and

if so, from where?

D12 The spare parts are needed to be held on site.

D13 To provide on-going training for DB Maintenance, System

Configuration etc.

of 38

Part E : Training

E1 To provide course description and agenda.

E2 To provide the level of training experience the class instructors.

The resume of the instructors shall be provided.

E3 Are training courses included in the cost of the solution?

E4 The certification courses available to support personnel.

Course agenda and cost shall be provided.

E5 Will ongoing Bidder support be available for future training?

E6 Will training be provided on any major development changes

made by the bidder to the application?

E7 Will the bidder be willing to provide ‘train the trainer’ training, or

insist on providing all training?

E8 True shall have right of copy for all the training materials?

Part F : Documentation

F1 The documentation is included in the licensing price of your

system?

F2 To confirm the following documents can be supplied: User Guides

System Architecture and Integration diagram.

System configuration.

Operations Manuals

Report Customization guideline

Data Definition Manuals

Database schema, model or entity relationship

Screen definition

Error Code definition

Documentation to support upgrades

On-line help (Thai and English) Additional user defined help

F3 All manuals shall be provided in both English and Thai.

Trunking Details

of 38

Location Seat (Existing) Trunk Remark

True Tower 2 1708 Total 1770 channels Main

Site

CM+TRE+Non CM(8700,9700+2222) not include PCS trunk

-029009000 120

-1686 180

-0264088XX 120

-1177 30

-0270017XX True card 120

-026479XXX 120

-Mobile 1080

CP Tower 2 842 Total 1200 channels

Update include Prueksa (TT) used softphone + QSP

-029009000 120

-1686 90

-Mobile 840

-026470XXX 90

-026473333 30

-1739 Pruksa 30

True Tower - Total 120 channels

-0290091XX 120

Ital Thai 96 Total 120 channels

-1177 60

-0271398XX 60

Mahankorn Gypsum 614 Total 240 channels

This site may be decommission by mid year 2013

-Mobile 240

Tipco Tower 264 Total 390 channels

This site may be decommission by mid year 2013

-027252525 True Vision 390

Habor Mall (Chonburi) 645 720

DR Site

Khon Kean 900 1350

Concurrent License estimated 1700 concurrent

CM+TRE

PCS (auto Outbound) 120 channels

Call flow Main service

IVR (Intervoice) ~23 flows

1331, 029009119, 0820003333

IVR (AVP) ~12 flows 1686 , 029009000

PABX ~1XX flows

rfp - ip telephony & contact center v1

Documents

contact center rfp page

proposal submission

technical support

selection period

warranty support

proposal frame agreement

sole property of true

distribution list