Page 1 of 25Orange Lake Resorts DIALER Functional RequirementsProject Name:New Orange Lake Resorts DialerDate:11/09/2012Bu...
Page 2 of 25Revision RecordChange Record Date Authorv.1.1 09/21//2012 Mike Abelv.2.0 10/17/2012 Orlando Morenov.2.2 10/22/...
Page 3 of 253.1 Current Functionality........................................................................................
Page 4 of 253.4.8 The system must have multimedia queuing to handle incoming telephone calls,faxes, voice mail messages an...
Page 5 of 253.4.28 The dialer will have exclusion and filtering management capabilities withlist/campaign filtering up to ...
Page 6 of 25for fail-safe quality assurance, including agent questionnaires and tools for rapidsearch and review ............
Page 7 of 251. Introduction1.1 Orange Lake Resorts IT Philosophy and MissionOur vision is to simplify and enhance our plat...
Page 8 of 251.3.11.5 Sponsors / Stakeholders ApprovalsStakeholder&SponsorsTitle / Department InterestApprovedYes - NoDateT...
Page 9 of 252. Vendor Proposal Process2.1 Response Timing and Contact information2.1.1 Vendors interested in submitting a ...
Page 10 of 253. Business Requirements / Features / Characteristics3.1 Current Functionality3.1.1 The current Dialer handle...
Page 11 of 253.4.3 The dialer should be fully compable with OLR latest version of Outlook and OLRsecurity set ups.3.4.4 Th...
Page 12 of 25Reporting3.4.18 The system must offer Call, Queue, Agent, Campaign, and Serviceperformance reporting.3.4.19 T...
Page 13 of 251.1.7 The system must allow for easy editing of scripting and application pop.1.1.8 The system should allow a...
Page 14 of 25Screen Pops3.4.30 The dialer screen pop needs to be customizable; including CRM integrations /screen pop: int...
Page 15 of 253.4.41 Agent SCORECARDS customizable, reportable by team and agent, etc., Canlock out changes from certain le...
Page 16 of 255. What other Call Center applications does your system integrate to?6. Does the system use TCP/IP as the com...
Page 17 of 25• Record Call• Outbound Call Analysis14. Can the system function as a gateway, or is a separate SIP gateway r...
Page 18 of 256. Can calls or other objects wait in queue for certain duration and then be escalatedto other queues?7. Can ...
Page 19 of 25• Priority• Required Skills / SkillsWeighting• Time in System / Time inQueue• Excessive Time in QueueCall Cen...
Page 20 of 25Web Interface1. Can the system provide Web callbacks?2. Can the system act on any HTML event such as send a f...
Page 21 of 252. If so, is there a visual indication to the agent of the type of object that is in thequeue?3. Can differen...
Page 22 of 251. Can outbound calls be directed to an automated message?2. Can outbound calls be directed to an IVR script?...
Page 23 of 25the “product information stage” of the call – very different chances that the agentwill be ready for the next...
Page 24 of 253. Is the report log information stored in an open database format?4. Are up-to-the minute reports available ...
Page 25 of 253. Describe your application design tool in detail.4. Can you make changes while the system is on-line with c...
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Dialer requirements v 2.7 om 09_nov12

  1. 1. Page 1 of 25Orange Lake Resorts DIALER Functional RequirementsProject Name:New Orange Lake Resorts DialerDate:11/09/2012Business Area:All Business AreasVersion: 2.7DISCLAIMER:The information contained in this document is confidential and legally privileged toOrange Lake Resorts. Any disclosure, copying, distribution, or any action or act offorbearance taken in reliance on it, is prohibited and may be unlawful.
  2. 2. Page 2 of 25Revision RecordChange Record Date Authorv.1.1 09/21//2012 Mike Abelv.2.0 10/17/2012 Orlando Morenov.2.2 10/22/2012 Orlando Morenov.2.3 10/29/2012 Orlando Morenov.2.4 10/30/2012 Orlando Morenov.2.5 11/02/2012 Orlando Morenov.2.6 11/08/2012 Orlando Morenov.2.7 11/09/2012 Orlando Moreno.............................................................................................................................................11. Introduction......................................................................................................................71.1 Orange Lake Resorts IT Philosophy and Mission ........................................................7Our vision is to simplify and enhance our platform and services, enabling ourbusiness partners to reshape their business processes, thereby, reducing costs andadding more value to the customer. ............................................................................71.2 Project Goal...................................................................................................................7Orange Lake Resorts has a need to update its business dialer system to a morerobust unified communications platform that can handle all customer interactionsincluding phone, chat, fax, SMS, email and social networking like FaceBook,Twitter, etc. .................................................................................................................71.3 Project Objective...........................................................................................................7The objective of this purchase is to replace the Aspect Unified IP systems with astate-of-the-art Unified Communications Platform.....................................................7To achieve this objective, Orange Lake Resorts is soliciting proposals fromqualified vendors to provide a replacement system to satisfy current and futureneeds............................................................................................................................71.4 Functional Requirements Document Purpose.......................................................7The purpose of this document is to assist Orange Lake Resorts in evaluating andcompile multi-media call center functionality. This functional requirementsdocument should allow OLR Information Technology team to compare apples-to-apples the price to implement a full multi-media interaction center...........................71.5 Sponsors / Stakeholders Approvals..............................................................................82. Vendor Proposal Process.................................................................................................92.1 Response Timing and Contact information...................................................................92.1.1 Vendors interested in submitting a proposal for this project should respondwith their intent by xxxxxxx........................................................................................92.1.2 All responses and related communications must be sent to: .............................9Orlando Moreno, Sr IT project manager, Orange Lake Resorts, 8505 W IrloBronson Memorial Hwy., Kissimmee, FL 34747; 407-239-0000 ext. 1705;omoreno@orangelake.com..........................................................................................93. Business Requirements / Features / Characteristics.......................................................10
  3. 3. Page 3 of 253.1 Current Functionality...................................................................................................103.1.1 The current Dialer handles incoming and outgoing phone calls with limitedcall flow functionality. There are restricted capabilities for instant message, fax oremail with the dialer. ..............................................................103.2 Users............................................................................................................................10Capital Mgmt, Club, Front Desk, Help Desk, In-house, Marketing, TeleSales.......103.3 Access..........................................................................................................................103.3.1 Enterprise Licenses...........................................................................................103.3.1.1 The solution will provide IT Licenses that can control all sub-accounts. .103.3.2 Sub-Account (L&P Licenses)...........................................................................103.3.2.1 Each sub-account (Departments) license will have X licensed users thatcan only see the services, lists, users and options that apply to their team............103.4 BUSINESS REQUIREMENTS...................................................................................10The vendor must provide a summary of the proposed dialer solution. Include anoverview of the hardware, software, architecture and design, cloud environment,management, implementation and support of the proposed solution to meet therequirements as described in this document. Include additional functionality offeredby the Vendor that is not mentioned in this document. ...........................................10Please describe how your solution addresses each of the business requirement listedbelow..................................................................................................................................10General..............................................................................................................................103.4.1 The dialer must have all of the outbound modes like predictive, preview, auto,progressive, manual, blasting, etc. The dialer should create and manage preview,power and predictive campaigns using automated outbound dialer applications......103.4.2 The dialer will have multiple levels of control (roles) and tree selections forACD calls. The new Contact Center system should improve operationalperformance with IVR, ACD, automated dialing, call recording, workforcemanagement (WFM), screen pop integration and the multichannel routing of e-mailand web chat and social networks. Agents and supervisors should be able toimprove service levels with desktop call control, desktop faxing, and real-timepresence and monitoring............................................................................................103.4.3 The dialer should be fully compable with OLR latest version of Outlook andOLR security set ups. ................................................................................................113.4.4 The dialer should be able to turn on and off call holding stats and offer anautomated message after hold times or number of calls exceeds a pre-definedthreshold.....................................................................................................................113.4.5 The system will provide auto response modules to manage knowledge Dbasesand automate e-mail and web auto responses with the option to go to a voicemailduring closed services................................................................................................113.4.6 The system will opt to have a recording offer to go to another option like leavea message with a call back time or go to another services such as an IVR automatedpayment processing system, email a call me time back or an option to schedule a callback time ...................................................................................................................113.4.7 The system shall provide priority settings for inbound lines (i.e. internaltransfer lines go to the front of the line)....................................................................11
  4. 4. Page 4 of 253.4.8 The system must have multimedia queuing to handle incoming telephone calls,faxes, voice mail messages and e-mails, as well as Internet-based interactions suchas text chats, Web callback requests, and voice over Net calls.................................11Recording..................................................................................................................113.4.9 The system must have multichannel recording capability and lincenses todigitally record calls as well as e-mails, faxes and web chats. .................................113.4.10 The dialer must have screen recording for quality monitoring and compliance,as well as for monitoring agent performance ............................................................113.4.11 The dialer will have the capacity to keep recordings for multiple years........113.4.12 OLR must be able to download or have access to recordings even if we nolonger use this vendor................................................................................................11Campaign .................................................................................................................113.4.13 The system should allow the loading of flat files and SQL based files.Currently the loading of lists in OLR is done by SSIS package................................113.4.14 The dialer must be able to dynamically run straight off Daybreak queues andinteract with OLR dbase to update lists during the day.............................................113.4.15 The dialer must allow for any change made to an outbound campaign/serviceto take immediate effect.............................................................................................113.4.16 The dialer must offer blended inbound/outbound campaign management tooptimize agent resources in a blended environment IVR, including database “dips”and remote query via a web service that enables interaction routing........................113.4.17 The system must capture call related data including ANI, DNIS, transferingagent, call date, call start and stop times, account number, call disposition, etc.......11Reporting ..................................................................................................................123.4.18 The system must offer Call, Queue, Agent, Campaign, and Serviceperformance reporting................................................................................................123.4.19 The system must offer Real Time Tracking/reporting; End-to-end reportingthat tracks performance with nearly 100 standard reports, including a ReportAssistant to simplify ad-hoc custom reporting..........................................................123.4.20 All reports must be exportable to excel, pdf, csv............................................123.4.21 Users must be able to run reports from the Dialer..........................................123.4.22 Reporting (agent and team) should be able to be scheduled daily, weekly, etc.....................................................................................................................................123.4.23 The system should allow for calls transferred to a service or agent be trackedback to the transferring DNIS, department and agent................................................123.4.24 The dialer must be able to download daily results to CRM and uploadupdates, call activities and comments........................................................................12Administration..........................................................................................................123.4.25 The system must offer Real-time continuous monitoring to oversee agentsand workgroups; monitor queues and stations; listen to lines; record interactions;view queue summary statistics; and chat between supervisors and agents...............123.4.26 The system must be able to easily create, update and supports telephonyfeatures like:...............................................................................................................123.4.27 The dialer will have custom list importing/dialing.We should be able toautomated fill in the blank notes on dialer script.......................................................13
  5. 5. Page 5 of 253.4.28 The dialer will have exclusion and filtering management capabilities withlist/campaign filtering up to at least 20 fields. Changes to a filter must takeimmediate effect without restarting a list or going back to the start of a list.............133.4.29 The dialer will offer skills-based routing; line, campaign based priorityrouting for inbound call types; and agent weight skill sets........................................13Screen Pops...............................................................................................................143.4.30 The dialer screen pop needs to be customizable; including CRM integrations /screen pop: integrate to the most popular CRM packages — Salesforce.com,RightNow®, Microsoft® Dynamics® CRM, business objects, VisualCue and others— and support screen pops, database lookups and embedded call controls..............143.4.31 The system will allow OLR to have script on screen pop designable by userthat can scroll or have workflow buttons to take them to next screen (yes noquestions)...................................................................................................................143.4.32 The dialer will offer real-time statistics and tracking of call history..............143.4.33 The dialer will have Lead Recycling and DNC Screening.............................14Additional Requirements..........................................................................................143.4.34 The system must be PCI compliant................................................................143.4.35 Describe the security features of the proposed solutions. Describe keytechnical architecture and integration capabilities (including databases, and networkenvironments supported). Address the openness, scalability, reliability, andconfigurability of the solution. Is the new system able to provide Local ControlVoIP, Remote Control VoIP, and Remote Control TDM. Will your solutionmaintain Orange Lake Resorts current telecommunication vendor, existing trunklines, keep taking calls even if the WAN becomes unavailable; allow orange lake tokeep voice in our network, recordings on our storage and data in our database?......143.4.36 The dialer will have redundancy/Failover/Backup systems in place. Describeyour overall Business Continuity and Disaster Recovery process. What happens ifthe connection between the premise site and the hosted environment datacenter islost?............................................................................................................................143.4.37 The dialer will have the ability for 3rd party monitoring and have theintelligence and integration with current orange lake databases to add functionalityand efficiency. This includes Email blasting management........................................143.4.38 The dialer will integrate with API/CTI/DDE. It is expected the new systemwill fully intergrate with Workforce management, scheduling rules, agent drivenpreferences, vacation scheduling. Need to upload/import atleast one full year of pastOLR data. ..................................................................................................................143.4.39 The dialer will have the ability to integrate multiple call centers. EachBusiness Unit should be able to lock out the ability to make changes acrossdepartments/applications............................................................................................143.4.40 The system will have the ability to conduct Post-call satisfaction surveys toimprove KPIs and support agent training. Orange lake should be able to customizethese surveys by intuitive configuring and manipulation of setups...........................143.4.41 Agent SCORECARDS customizable, reportable by team and agent, etc., Canlock out changes from certain levels, can send to managers for coaching, can attachthe recording and anonymity for the scorers. Agent monitoring/mentoring/scoring
  6. 6. Page 6 of 25for fail-safe quality assurance, including agent questionnaires and tools for rapidsearch and review ......................................................................................................153.4.42 Built-in multi-lingual support options for English, Spanish, German, Japaneseand other languages....................................................................................................153.4.43 Describe any other capabilities of the solution that would be of interest.......153.4.44 The system should support contact blending of inbound / outbound callsbased on system variables for rep skill and Inbound / outbound email queues;DID/DNIS call routing to specific menus or queues; and prompting for a caller’sPIN, account number, etc. .........................................................................................153.4.45 Does your solution have a do not call list? How is it managed? Would we beable to immediately add and remove from it? And describe any available reportingaround DNC...............................................................................................................153.4.46 Control the pacing of calling or have system determine the best pacing? .....153.4.47 Can Vendor provide a solution which is available 99.99% of the time permonth and is there contractual obligations and financial penalties for underperformance? .............................................................................................................153.4.48 Diagram of proposed solution and integration with Orange Lake Resortsenvironment...............................................................................................................154. In addition to the basic requirements described above, please provide answers to thefollowing questions:...........................................................................................................15
  7. 7. Page 7 of 251. Introduction1.1 Orange Lake Resorts IT Philosophy and MissionOur vision is to simplify and enhance our platform and services, enabling ourbusiness partners to reshape their business processes, thereby, reducing costsand adding more value to the customer.1.2 Project GoalOrange Lake Resorts has a need to update its business dialer system to a morerobust unified communications platform that can handle all customer interactionsincluding phone, chat, fax, SMS, email and social networking like FaceBook,Twitter, etc.1.3 Project ObjectiveThe objective of this purchase is to replace the Aspect Unified IP systems with astate-of-the-art Unified Communications Platform.To achieve this objective, Orange Lake Resorts is soliciting proposals fromqualified vendors to provide a replacement system to satisfy current and futureneeds.1.4 Functional Requirements Document PurposeThe purpose of this document is to assist Orange Lake Resorts in evaluating andcompile multi-media call center functionality. This functional requirementsdocument should allow OLR Information Technology team to compare apples-to-apples the price to implement a full multi-media interaction center.
  8. 8. Page 8 of 251.3.11.5 Sponsors / Stakeholders ApprovalsStakeholder&SponsorsTitle / Department InterestApprovedYes - NoDateTom Nelson CFO Executive SponsorMargarita Louredo VP / IT IT SponsorMeepani Lynch Dir / IT StateholderOrlando Moreno Project Mgr / IT Project leadKurt Begelman Dir / Telecom Active Key-PlayerMark Brown Eng 3 / Telecom Active Key-PlayerMike Abel Appls Dev. Active Key-PlayerMike Ladewski Sr Appls Dev. Active Key-PlayerGloribel Rosario Director / Help Desk Business LeadPartner/ SteeringMichael Loof Manager / Help Desk Key-PlayerBUSINESSPARTNERUNITSSteve Pflugner VP / Cap Mgmt. Executive SponsorDavid KennedySr Dir Portfolio / CapMgmt.Business Lead /SteeringAlex NarushkaDir of Collectionsand TrainingBusiness Lead /SteeringDavid HubbsManager DialerSyst / Cap Mgmt.Active Key-PlayerLea Watts VP / Club Executive SponsorPedro VelezSenior Director /ClubBusiness LeadPartner/ SteeringNick PestilloDir Call Center /ClubBusiness Lead /SteeringJay DudhnathManager CallCenter / ClubActive Key-PlayerRanice RogersDirector / MarketingCall CenterBusiness LeadPartner/ SteeringJerry ButcherVP / Off Site Mkt &SalesExecutive SponsorSteven MurphyMkt Specialist / OffSite Mkt & SalesActive Key-PlayerLee BackusMgr Call Ctr / OffSite Mkt & SalesKey-PlayerMike KellyMgr Call Ctr / OffSite Mkt & SalesKey-PlayerCindi CurtisManager / Off SiteMkt & SalesKey-PlayerPablo AngelActivations Sup / OffSite Mkt & SalesKey-PlayerWill TadichVP / On SiteMarketingExecutive Sponsor
  9. 9. Page 9 of 252. Vendor Proposal Process2.1 Response Timing and Contact information2.1.1 Vendors interested in submitting a proposal for this project should respondwith their intent by xxxxxxx2.1.2 All responses and related communications must be sent to:Orlando Moreno, Sr IT project manager, Orange Lake Resorts, 8505 W Irlo BronsonMemorial Hwy., Kissimmee, FL 34747; 407-239-0000 ext. 1705;omoreno@orangelake.comProcess TimelineActivity Targeted DateSubmit RFP document to prospectivevendorsXX-XX-XXXXRFP Vendor Question Period XX-XX-XXXXVendors submit RFP Response Proposalsto Orange Lake ResortsXX-XX-XXXXOrange Lake Resorts reviews responsesand selects top vendorsXX-XX-XXXXOrange Lake Resorts notifies allrespondersXX-XX-XXXXDue Diligence with top vendors XX-XX-XXXXFinal Vendor Selection XX-XX-XXXXImplementation of selected system XX-XX-XXXX1.1.1 Vendor RFP proposal response should include the following:1.1.2 Executive Summary1.1.3 Responses to the specific requirements outlined in the BusinessRequirements section of this RFP (Section 3)1.1.4 Description of the implementation and rollout methodology that includesthe key milestone steps.1.1.5 Pricing1.1.6 The response package must be delivered in electronic format.
  10. 10. Page 10 of 253. Business Requirements / Features / Characteristics3.1 Current Functionality3.1.1 The current Dialer handles incoming and outgoing phone calls with limitedcall flow functionality. There are restricted capabilities for instant message, fax oremail with the dialer.3.2 UsersCapital Mgmt, Club, Front Desk, Help Desk, In-house, Marketing, TeleSales3.3 Access3.3.1 Enterprise Licenses3.3.1.1 The solution will provide IT Licenses that can control all sub-accounts3.3.2 Sub-Account (L&P Licenses)3.3.2.1 Each sub-account (Departments) license will have X licensed usersthat can only see the services, lists, users and options that apply to theirteam.3.4 BUSINESS REQUIREMENTSThe vendor must provide a summary of the proposed dialer solution. Include anoverview of the hardware, software, architecture and design, cloud environment,management, implementation and support of the proposed solution to meet therequirements as described in this document. Include additional functionality offeredby the Vendor that is not mentioned in this document.Please describe how your solution addresses each of thebusiness requirement listed below.General3.4.1 The dialer must have all of the outbound modes like predictive, preview, auto,progressive, manual, blasting, etc. The dialer should create and manage preview,power and predictive campaigns using automated outbound dialer applications.3.4.2 The dialer will have multiple levels of control (roles) and tree selections forACD calls. The new Contact Center system should improve operational performancewith IVR, ACD, automated dialing, call recording, workforce management (WFM),screen pop integration and the multichannel routing of e-mail and web chat andsocial networks. Agents and supervisors should be able to improve service levelswith desktop call control, desktop faxing, and real-time presence and monitoring.
  11. 11. Page 11 of 253.4.3 The dialer should be fully compable with OLR latest version of Outlook and OLRsecurity set ups.3.4.4 The dialer should be able to turn on and off call holding stats and offer anautomated message after hold times or number of calls exceeds a pre-definedthreshold.3.4.5 The system will provide auto response modules to manage knowledge Dbasesand automate e-mail and web auto responses with the option to go to a voicemailduring closed services3.4.6 The system will opt to have a recording offer to go to another option like leavea message with a call back time or go to another services such as an IVR automatedpayment processing system, email a call me time back or an option to schedule a callback time3.4.7 The system shall provide priority settings for inbound lines (i.e. internaltransfer lines go to the front of the line).3.4.8 The system must have multimedia queuing to handle incoming telephone calls,faxes, voice mail messages and e-mails, as well as Internet-based interactions suchas text chats, Web callback requests, and voice over Net calls.Recording3.4.9 The system must have multichannel recording capability and lincenses todigitally record calls as well as e-mails, faxes and web chats.3.4.10 The dialer must have screen recording for quality monitoring and compliance,as well as for monitoring agent performance3.4.11 The dialer will have the capacity to keep recordings for multiple years.3.4.12 OLR must be able to download or have access to recordings even if we nolonger use this vendor.Campaign3.4.13 The system should allow the loading of flat files and SQL based files.Currently the loading of lists in OLR is done by SSIS package.3.4.14 The dialer must be able to dynamically run straight off Daybreak queues andinteract with OLR dbase to update lists during the day.3.4.15 The dialer must allow for any change made to an outbound campaign/serviceto take immediate effect.3.4.16 The dialer must offer blended inbound/outbound campaign management tooptimize agent resources in a blended environment IVR, including database “dips”and remote query via a web service that enables interaction routing.3.4.17 The system must capture call related data including ANI, DNIS, transferingagent, call date, call start and stop times, account number, call disposition, etc.
  12. 12. Page 12 of 25Reporting3.4.18 The system must offer Call, Queue, Agent, Campaign, and Serviceperformance reporting.3.4.19 The system must offer Real Time Tracking/reporting; End-to-end reportingthat tracks performance with nearly 100 standard reports, including a ReportAssistant to simplify ad-hoc custom reporting.3.4.20 All reports must be exportable to excel, pdf, csv.3.4.21 Users must be able to run reports from the Dialer3.4.22 Reporting (agent and team) should be able to be scheduled daily, weekly,etc.3.4.23 The system should allow for calls transferred to a service or agent be trackedback to the transferring DNIS, department and agent.3.4.24 The dialer must be able to download daily results to CRM and uploadupdates, call activities and comments.Administration3.4.25 The system must offer Real-time continuous monitoring to oversee agentsand workgroups; monitor queues and stations; listen to lines; record interactions;view queue summary statistics; and chat between supervisors and agents.3.4.26 The system must be able to easily create, update and supports telephonyfeatures like:• Alternate greetings• Announcement of Numberof Messages Received• Announcement of Priorityof Messages Received• Announcement of Type ofMessages Received• Bypass Personal Greeting• Capability For CustomerDefined Prompts / Recordings• Customer Definable KeyPress Mapping• Date & Time Stamp• Date & Time Stamp basedon user time zone• Daylight Savings Time• Deleted MessageRecovery• Greeting Skipping• Guest Mailboxes• Message Confirmation• Message Delivery Options(i.e. priority, private, etc.)• Message Forward• Message Playback• Message Record• Message Skipping• Multiple Addressing• Networking (forward voicemail to other users)• Network BroadcastMessages• Outside Caller MessageEditing• Private Delivery• Private Distribution List• Public Distribution List• Reply To Sender• Saved Messages• Urgent Delivery• Volume Control DuringPlayback
  13. 13. Page 13 of 251.1.7 The system must allow for easy editing of scripting and application pop.1.1.8 The system should allow anyone with appropriate access to make changes onthe fly within any department. The process should be intuitive and simple with noneed for training.1.1.9 The dialer will have service level alerts at the OLR department level. We shouldbe able to quickly turn on and off closed messages for meetings and/or emergencies.The system should also have user-definable alarms, including automatic alertswhenever important conditions occurs; alert monitor view to manage real-timeexceptions across operations; real-time system, agent, workgroup monitoring andalerts that allow the supervisors to make faster, solid decisions.1.1.10 We should be able to access and make changes from a remote location/smart phone; with remote and at-home agent support to leverage agents in adistributed environment easily: branch locations, WAH, etc.1.1.11 The system should allow each Business Unit to automate daily upload tables.1.1.12 The dialer should interact with daybreak or have an API interface betweendialer and daybreak that would be the interaction screen pop3.4.27 The dialer will have custom list importing/dialing.We should be able toautomated fill in the blank notes on dialer script.1.1.13 The system must offer real-time presence management to ensure user’savailability at all times. Supervisors must be capable to turn on and off an agentsabilities without them having to sign out and back on the system.3.4.28 The dialer will have exclusion and filtering management capabilities withlist/campaign filtering up to at least 20 fields. Changes to a filter must takeimmediate effect without restarting a list or going back to the start of a list.1.1.14 The system must have Area Code time zone management including daylightsavings time for North America Dialing Plan; and Country Code time zonemanagement including daylight savings time for International Dialing Plan.1.1.15 The dialer must be able to handle multiple phone numbers (6 or more).3.4.29 The dialer will offer skills-based routing; line, campaign based priority routingfor inbound call types; and agent weight skill sets.
  14. 14. Page 14 of 25Screen Pops3.4.30 The dialer screen pop needs to be customizable; including CRM integrations /screen pop: integrate to the most popular CRM packages — Salesforce.com,RightNow®, Microsoft® Dynamics® CRM, business objects, VisualCue and others —and support screen pops, database lookups and embedded call controls.3.4.31 The system will allow OLR to have script on screen pop designable by userthat can scroll or have workflow buttons to take them to next screen (yes noquestions).3.4.32 The dialer will offer real-time statistics and tracking of call history.3.4.33 The dialer will have Lead Recycling and DNC Screening.Additional Requirements3.4.34 The system must be PCI compliant.3.4.35 Describe the security features of the proposed solutions. Describe keytechnical architecture and integration capabilities (including databases, and networkenvironments supported). Address the openness, scalability, reliability, andconfigurability of the solution. Is the new system able to provide Local Control VoIP,Remote Control VoIP, and Remote Control TDM. Will your solution maintain OrangeLake Resorts current telecommunication vendor, existing trunk lines, keep takingcalls even if the WAN becomes unavailable; allow orange lake to keep voice in ournetwork, recordings on our storage and data in our database?3.4.36 The dialer will have redundancy/Failover/Backup systems in place. Describeyour overall Business Continuity and Disaster Recovery process. What happens if theconnection between the premise site and the hosted environment datacenter is lost?3.4.37 The dialer will have the ability for 3rd party monitoring and have theintelligence and integration with current orange lake databases to add functionalityand efficiency. This includes Email blasting management.3.4.38 The dialer will integrate with API/CTI/DDE. It is expected the new system willfully intergrate with Workforce management, scheduling rules, agent drivenpreferences, vacation scheduling. Need to upload/import atleast one full year of pastOLR data.3.4.39 The dialer will have the ability to integrate multiple call centers. EachBusiness Unit should be able to lock out the ability to make changes acrossdepartments/applications.3.4.40 The system will have the ability to conduct Post-call satisfaction surveys toimprove KPIs and support agent training. Orange lake should be able to customizethese surveys by intuitive configuring and manipulation of setups.
  15. 15. Page 15 of 253.4.41 Agent SCORECARDS customizable, reportable by team and agent, etc., Canlock out changes from certain levels, can send to managers for coaching, can attachthe recording and anonymity for the scorers. Agent monitoring/mentoring/scoring forfail-safe quality assurance, including agent questionnaires and tools for rapid searchand review3.4.42 Built-in multi-lingual support options for English, Spanish, German, Japaneseand other languages.3.4.43 Describe any other capabilities of the solution that would be of interest3.4.44 The system should support contact blending of inbound / outbound callsbased on system variables for rep skill and Inbound / outbound email queues;DID/DNIS call routing to specific menus or queues; and prompting for a caller’s PIN,account number, etc.3.4.45 Does your solution have a do not call list? How is it managed? Would we beable to immediately add and remove from it? And describe any available reportingaround DNC3.4.46 Control the pacing of calling or have system determine the best pacing?3.4.47 Can Vendor provide a solution which is available 99.99% of the time permonth and is there contractual obligations and financial penalties for underperformance?3.4.48 Diagram of proposed solution and integration with Orange Lake ResortsenvironmentProvide a high-level diagram of the proposed solution, highlighting integration withthe Orange Lake Resorts environment. Provide an OLR specific block diagram of yourproposed solution that depicts key elements (hardware and software), and how youwill integrate with the OLR environment. Differentiate hosted elements and premise-based elements. Include types of communication and integration between points inthe proposed solution and between the proposed solution and the OLR environment.Indicate components that you or a third-party providers. Indicate any componentsyou expect OLR to provide in order to deliver a complete solution, and any elementsthat are listed as optional.Provide a diagram for the “day one” configuration supporting each of Orange LakeResorts sites, and diagram(s) for end state or transition phases that depict thechanges required to support Orange Lake Resorts plans for virtualization.4. In addition to the basic requirements describedabove, please provide answers to the followingquestions:System Architecture1. Is the system based on client/server architecture?2. Is the server based on the Windows 2000 operating system?3. Does the system support the Windows NT event log?4. Does the system integrate to Microsoft Exchange?
  16. 16. Page 16 of 255. What other Call Center applications does your system integrate to?6. Does the system use TCP/IP as the communication protocol to the PCWorkstations?7. Is the system based on open system standards?8. Does the system use industry standard server hardware? Up to today latestProcessor “multi-core server class”, OS Windows 2008 Server R2, Memory size,System Disk SCSI Interface Hardware RAID with spare disk and File Storage, 10Gbps Network Interface Card, and Peripherals like (DVD, Uninterruptible PowerSupply (UPS), Tape Backup, Disk-to-Disk Solutions, immediate systemreplacement.9. Does the system use industry standard telephony boards or is it proprietary?10. Can client/agent applications run on any Windows 98/2000/XP workstation?11. Does the system have open interfaces for client and server-side customization?12. Does the system support DDE?13. Does the system support Microsoft’s COM API?System Components1. Does the system provide universal line ports that act as a PBX port, an IVR port, avoicemail port, a fax port, a Web call-back port, or an ACD port? Or areapplications such as IVR and voice mail switched to a separate server?2. Does the system provide IVR functionality or is that a separate component? Ifseparate please explain how it is integrated to the ACD?3. Does the system provide Web integration, or is that a separate component?4. Does the system provide voice messaging for the call center, or is that a separatecomponent?5. Is real-time reporting a standard feature or an add-on component?6. How does the system provide for fault tolerance in a server-based environment?PBX & IP Telephony1. Does the system function as a PBX?2. Can a common dial plan be supported between third-party PBX extensions andsystem stations?3. Can users authenticate themselves on a phone and receive dialing privileges?4. Can applications written on the system function in both a traditional and IPtelephony environment on the same system?5. Is a soft-phone client available for business users?6. Can the soft-phone client support personal and company phone directories?7. Is call forwarding and find-me supported?8. Is presence management supported for business users?9. Please describe the IP telephony call control protocol used by the system.10. Is the system based on the SIP IP telephony standard?11. Please include phone make and model number(s) proposed. Also indicatewhether these phones support the SIP standard or not. If they support SIP,please indicate if there is any additional cost to support SIP over the phone pricequoted.12. Please describe the gateways proposed in the final solution. Do these support theSIP standard? If so, and if the proposed call control method proposed in this RFPresponse does not use SIP, can SIP and the proposed call control method besimultaneously supported?13. Please describe how the following media processing capabilities are supported inan IP telephony environment?• Supervisor Listen to Call
  17. 17. Page 17 of 25• Record Call• Outbound Call Analysis14. Can the system function as a gateway, or is a separate SIP gateway required?15. Can the system function as a SIP proxy, or is a separate SIP proxy required?ACD16. Can the system support an unlimited number of configured agents?17. Can the system support an unlimited number of agent groups?18. Can the system support an unlimited number of queues?19. Can the system support an unlimited number of routing schemes? Pleasedescribe.20. Can the system support an unlimited number of steps per routing scheme?21. How many music on-hold choices does your system have? Can OLR record ourown branded recordings for hold and how long can those recording be?22. Is there a limit to the number of messages that can be played to callers whilethey are on hold; how many?23. Does the system support skills based routing?24. Does the system allow skills to be prioritized or weighted?25. Does the system support a “desire to use” for routing to a skilled agent?26. Does the system weight the “desire to use” factor in the case that certain agentsare only meant for back-up situations?27. Does the system support agent cost-based routing?28. Does the system support routing calls to agents based on particular agentattributes?29. Does the system support routing callers based on ANI?30. Does the system support routing callers based on DNIS?31. Does the system support routing callers based on a database look-up?32. Does the system support assigning skills based on IVR options selected?33. Does the system support weighting skills or desire to use for agents based onIVR look-ups?34. Does the system support prioritizing a call based on a database attribute of thecaller such as account status?35. Can the system offer choices to the caller while in queue?36. Can the caller hit a DTMF digit at any time while in queue to hear other optionswithout being removed from the queue?37. Can the caller have multiple choices for music or messages while on hold?38. Does the system tell the caller the status of the queue such as duration ofexpected hold time, number of callers presently in queue, age of longest holdtime, etc.?39. Can the system put other objects besides calls into the queue? Can the systemapply the same set of rules to these objects as telephone calls? Based on thequestions above, please outline limitations on these objects.Intelligent Routing Schemes1. Can the system route callers based on DNIS? Is there a limit to the number ofDNIS codes that may be configured?2. Can the system route callers based on ANI? Is there a limit to the number of ANIcodes that can be configured?3. How are ANI and DNIS information stored?4. Can agents maintain membership to simultaneous workgroups and receive queuedinteractions based upon skill assessment?5. Can callers be notified of potential wait times?
  18. 18. Page 18 of 256. Can calls or other objects wait in queue for certain duration and then be escalatedto other queues?7. Can calls or other queue objects be routed to the last agent the caller spoke withon a prior call?8. Can callers be given an option for a callback that will call them back in the ordertheir call was received?9. Can the following routing strategies be used?• Look at the status of the queues before actually sending a call into the queue• After queue-in the call for a specific workgroup of agents or skilled agents, canthe system then check the status of a different workgroup queue to decide ifthe call should be re-routed?• Can the system route calls based on status of a queue or queues• Can the system route calls based on the database information about the caller?• Can the system decide to overflow calls to a different queue or skill level?• Can the system prioritize callers?• Can the system route the caller to the last agent who processed their last call?• Can the system route the caller based on the line or line group the call arrivedon?• Can the system overflow the call to an alternate site?• Can the system allow the users to build their own routing strategies?10. Can calls be directed to an agent’s pre-recorded greeting (auto greeting)? Cancalls opt into taking a survey or be routed to a survey after an inbound call isconcluded?Skills-based Routing1. Is there a limit to the number of skills that can be configured; how many?2. Is there a limit to the number of skills that can be assigned to an agent; howmany?3. Can skills be assigned to calls based on their ANI?4. Can skills be assigned to calls based on their DNIS?5. Can skills be assigned to other queue objects such as e-mail requests, Internettext chat requests, and voice messages based on their attributes as well?6. Can skills be assigned to calls based on the interactive voice response optionsselected such as service requested, product information needed, language, etc.?7. Can skill levels required to process the call be assigned dynamically while thecaller is on hold?8. Can skill levels required to process the call be changed based on the duration thatthe caller has been on hold?9. How many skills can be assigned to a call that is required to process the call?10. If no skilled agents are available, does the call just go into a holding queue, orcan skill levels be re-assigned to the call to look for other less-skilled agents.11. If the best agents are not available, can the caller be informed and allowed toleave a voice message for that skill group or have the option to speak with a less-skilled agent?12. Are the following skills based routing features available:• Master List of Skills• Workgroup-based• Proficiency• Desire to Use• Relative Weighting• User-based• Workgroup Skills Inheritance• Override Inheritance• Proficiency• Desire to Use• Cost• Customizable Attributes• Interaction-based• Established per Interaction
  19. 19. Page 19 of 25• Priority• Required Skills / SkillsWeighting• Time in System / Time inQueue• Excessive Time in QueueCall Center Voicemail1. Can callers have the option to leave a message?2. Are callers still in the queue when given this option? If not, please explain.3. If the caller chooses to remain on hold, do they continue to maintain their place inqueue?4. If the caller chooses to leave a message, can they still be routed to an agent ifone becomes available?5. If the caller completes their message, can the caller cancel recording if theychoose?6. If the caller completes their message, can the caller re-record their message ifthey choose?7. Can agents and supervisors see that there are callers in queue who are leavingvoice messages?8. Once a voice message is left by a caller, is the message stored in a file format thatcan easily be attached to a customer database or call record?9. Once a caller leaves a voice message, can the message be sent via e-mail sothose agents can easily make notes and forward the message to another agent orsupervisor?10. When a voice message is left, can all options selected by the caller and attributesabout the caller be attached to the voice message for agent processinginformation?11. Is there a report or real time reporting at the supervisor level or Voice Messageslistened to, not listened to and the number left?Call Center E-mail Integration1. Can e-mails be forwarded to the call center for processing?2. Can e-mails be forwarded to a specific skilled agent?3. Can e-mails be automatically generated by your system?4. Can e-mails be generated based on database events?5. Can e-mails be generated on a scheduled basis?6. Does your system integrate to Microsoft Exchange/LotusNotes/IMAP4/LDAP/SMTP?7. Can e-mails generated by your system contain database fields, such as a merge?Interactive Voice Response1. Does the system integrate to any ODBC-compliant database?2. Does the system use Microsoft’s SQL Server?3. How many ODBC-compliant database connections can be open at one time?4. Does the system support Query, Insert, Update, Delete, and Use DDL?5. Can multiple database connections be used for a single caller?6. Are the database connections cached?7. How many voice prompts can be used with the caller?8. Does the system support multiple languages?9. Is there a limit to the number of prompts that can be played to the caller?10. Does the system support text-to-speech to read addresses? If so, what type isused?
  20. 20. Page 20 of 25Web Interface1. Can the system provide Web callbacks?2. Can the system act on any HTML event such as send a fax, make a telephone call,generate an e-mail, send back a different HTML page, etc.?3. Can the system provide interactive web page applications such as account statusand online questionnaires?4. Can the system allow customers to query any ODBC compliant database andupdate that database while on an HTML page?5. Does the system provide an integrated chat server?6. Are text chats routed to agents in the same queue as telephone calls?7. Can the text chat have pre-defined text for agents to respond quickly to frequentlyasked questions?8. Can the text chat session have a picture of the agent?9. Can the text chat session allow the agent to also control the customer’s browserinterface? E.g. lead the customer to billing addresses, sales information, etc.10. Does the system integrate to Microsoft’s Netmeeting to provide voice and videoover the Internet with agents?Call Center Fax Server and Fax Queuing for Agents1. Does the system support the following features to route faxes:• Direct Inbound Dialing (DID)• Faxes to Specific Individual/Group• Routed Based on Dialed Number• Subfield Addressing• Faxes to Specific Individual/Group• Sender Enters Extension Number• Administrator Routing• Faxes to Assigned Administrator(s)• Forward Based on Cover Page2. Does the system support the following features to retrieve faxes?• Desktop Access via Email• Appear with Email, Voice Mail, etc.• Access Directly from Email• Any Size or Orientation• Rotate/Resize/Enlarge/Reduce• Gray Scale / Invert Image• Print with Options• Phone Access• Use any Touch-tone Phone• Send to Nearby Fax Machine• Read using OCR and Text-to-Speech• Internet Access via Web Browser3. Does the system support the following features for sending faxes?• Scan Document/Image into Fax Page• Add Predefined Fax Cover Page• Send Fax to Fax Machine• Send Fax via Email with attached Docs, PDF, Spreadsheets, screen shots,payoff quotes, etc?Multi-media Queuing1. Can multiple types of objects such as telephone calls and Internet text chatrequests, etc. be placed in the same queue?
  21. 21. Page 21 of 252. If so, is there a visual indication to the agent of the type of object that is in thequeue?3. Can different types of objects be assigned different priority levels in the queue forprocessing?4. Can queue objects be routed differently based on their type such as chat requestsmay be routed to one skill set as opposed to telephone calls, etc.?5. Can queue objects be escalated to a supervisor if they have not been processed ina sufficient timeframe?Outbound Predictive Dialing1. Does the system provide an integrated predictive dialer or is that a separateproduct?2. If it is integrated, how does the predictive dialer connect to the ACD for accurateoutbound prediction?3. If it is not integrated, what product do you recommend and what is its interface tothe ACD? Please outline all associated costs for integration.4. Does the predictive dialer integrate to any ODBC-compliant database for thecampaign call lists?5. Does the dialer import campaign list information? If so what is the size limitationof the list? If not, can the Dialer use the database table itself? If the CUSTOMERdatabase table is used, is there any size limitation to the size of the databasetable?6. Can the call list be sorted while the campaign is running?7. Can the call list be filtered while the campaign is running?8. Does the dialer send outbound connected calls into the same queue as inboundcalls or do agents have to log in and out of inbound and outbound processing?9. How does the predictive dialer know that agents are on inbound calls or other notavailable status?10. Can the supervisor see from the real-time monitor that agents are on outboundcalls?11. Can the supervisor see from the real-time monitor the specific call detail for anoutbound call?12. Are call recordings and supervisor monitoring capabilities different on the Dialeror are they the same as for inbound calls?13. Are their combined reports regarding agent performance for both inbound andoutbound?14. Please explain how the predictive dialer’s algorithm works.15. Can the predictive dialer run a campaign in preview mode?16. Can the predictive dialer run a campaign in “power dial” mode (progressivedialing)?17. Can the predictive dialer run different campaigns in different modes at the sametime?18. How does the predictive dialer handle blocked calls?19. How does the predictive dialer handle time zones?20. How does the predictive dialer handle re-scheduled calls?21. Can re-scheduled calls be directed to a specific agent?How does it handle filters before and after disposition and redials based ondisposition? How does it support international outbound dialing? What format dothe numbers need to be input into the tables? i.e. 011, country code, city code,etc.Outbound call processing options
  22. 22. Page 22 of 251. Can outbound calls be directed to an automated message?2. Can outbound calls be directed to an IVR script? If so, is this part of the integratedpackage, or is a separate port required?3. Can outbound calls be directed to an automated survey?4. Can outbound calls be directed to an agent based on skill level required for thatcall type?5. Can agents logged into a campaign record an “auto greeting” so that theirgreeting always stays “fresh”?Campaign Configuration Options1. Can the campaign list come from any ODBC-compliant database source?2. Can the call list history update the same database in a real-time basis or is abatch update process required?3. How does the dedicated trunk group to a particular campaign work?4. Can trunks be moved in and out of campaign trunk groups quickly?5. Can the maximum abandon rate be configured?6. Can the number of minutes between calls to a busy number be configured?7. Can the number of minutes between calls to a ring no answer be configured?8. Can the number of minutes between calls to an answering machine be configured?9. Can the incoming high and low level of calls on the trunk group be configured sothat the Dialer will slow down or speed up based on incoming calls?10. Can sections of the agent call script be tied to the predictive algorithm such asthe greeting, product information, closing, billing information, etc.? Can those beconfigured?11. How is the campaign schedule configured?Outbound Agent Call Scripting1. Can an agent log into multiple campaigns?2. How does the agent know which campaign a call is for?3. Does the agent call script support HTML format?4. Can the agent hyperlink to a web page with standard product information on it?5. Can the agent control the call such as hold, transfer, conference right on their callscript?6. Can the agent change data about the caller in the script? If so can it be turned onand off by the area expert user?7. Does the changed data immediately update the CUSTOMER database or must it bebatched?8. Can the agent take new information from the caller such as a lead or order?9. Can novice agents have a different script from experienced agents?10. Can agents open other applications from their script?11. When the agents wish to open a different application, can it automatically openthe appropriate record, or does the agent have to re-enter the customerinformation?12. Can the same script be used for inbound calls?13. Are there any limits to the number of “branches” or options in the script?14. Is there any limitation to the size of the script itself?15. Can a particular option taken in a script start call recording without the agentknowing it?16. Can particular options taken in a script create dependencies such as requiredfields for the agent to fill out with the customer?17. Are stages of the call script tied back to the predictive algorithm so that theDialer knows that one agent is in the greeting stage of the call and another is in
  23. 23. Page 23 of 25the “product information stage” of the call – very different chances that the agentwill be ready for the next connected call...?Real-Time Queue Monitoring and Supervisor Handling1. Can supervisors and/or agents see a detailed list of agents by workgroup or teamand view their present status?2. Is there summary information regarding the number of agents logged in, numberon calls, etc.? Please outline all summary statistics available.3. Are agent status indicators configurable?4. Once that the present status is displayed, can a particular agent’s information bedisplayed?5. Can a particular user be selected to view or listen to their specific calls?6. Is there real-time information available on the agent or supervisors desktop forqueue status such as longest duration in queue, number of callers in queue, etc.?Is this an add-on component or is it available to any licensed workstation?7. Can the supervisor and/or agent view detailed information regarding calls in queuesuch as their name, caller ID (remote telephone number), duration of call, etc.?8. Is there summary information about the queue in real-time such as number ofcalls in queue, longest call waiting, service level, etc. Please provide all summarystatistics available.9. Can supervisors elect to move calls in real time from one queue to another queueon their screen?10. Can the supervisor elect to move a call to an available agent to get it answered?11. Can supervisors elect to answer a call that is waiting in queue regardless of thatcaller’s position in queue?12. Can supervisors and/or agents monitor the status of lines or particular stationsand view the particular call on that line or station?13. Can the supervisor be alerted of all new objects in the queue and thereby electto “listen” to the call or chat?14. Can statistics for multiple workgroups be simultaneously displayed in a real-timegrid?15. Are real-time statistics displayable in graphic form? Will your system allow realtime statistics be sent to monitors using OLR internal customizable slide show?Call Recording Applications1. Does the system allow agents to record calls to confirm transactions in case thereare difficulties with an order at a later timeframe?2. Can those call recordings be stored in a database on a server and searched byagent or caller’s account number?3. Can a supervisor listen to an agent’s call?4. Can a supervisor elect to record an agent’s call for training purposes?5. Can the system be configured to record calls automatically without agent orsupervisor intervention? What are the options for recording calls?6. Is there a supervisor application for search and retrieval of recordings?7. Is there an agent application for search and retrieval of recordings?8. Can a recording be e-mailed to a supervisor or agent? Can all calls within aworkgroup/organization be 100% recorded and stored in a PCI compliant format?Reporting1. Does your system have an open reporting architecture? Please describe.2. Is an add-on call center I.S. package required to achieve reporting functionalityrequested?
  24. 24. Page 24 of 253. Is the report log information stored in an open database format?4. Are up-to-the minute reports available for queues, stations, agents, and lineswithout causing problems with the real-time processing of calls?5. Can reports be run to any agent or supervisor’s workstation?6. Can reports be run to any network printer?7. Can reports be faxed to remote managers?8. Can reports be scheduled?9. Can reports be put in .HTML format and made available on an Intranet?10. Can standard system reports be changed by CUSTOMER?11. Can the information that is logged or reported be changed or modified byCUSTOMER?12. Describe standard reports that are available with the system and attach a set ofsample reports. Can agents see an instant self report on their daily, weekly,monthly or customized stats?Agent Interface1. Does the system support a software phone for on-screen control of calls and otherobjects that are in the queue?2. Does the system support a software phone that supports dialing, disconnecting,mute, transfer, conference, and other standard phone features?3. Does the system support a software phone interface for supervisors to select real-time status of agents, listen to and monitor calls, and move calls from queue toqueue?4. Is there a screen pop capability to put agents into the appropriate account screenwithout having to re-ask the caller their identification information?5. If screen pops are not standard, please explain how this is achieved and outlinedetails of costs.6. Does the software phone support unlimited speed dial directories for regularcontacts and account coordination with other departments? Does the systemsupport International Dialing, How?Trunk connectivity1. Describe the system’s ability to connect to the public switched network.2. Describe the system’s ability to connect to CUSTOMER’s corporate network.3. Describe your system’s ability to connect to CUSTOMER’s LAN/WAN.Remote Agents1. Can agents log onto the system from any location via the Internet withoutadditional hardware at the corporate site?2. Please explain all components required for remote agents support.3. Can remote agents receive a screen pop?4. Can remote agents view real-time status of queues and workgroups?5. Can supervisors listen to remote agent’s calls and record calls?6. Can remote agents monitor queues without effecting reporting?7. Can remote agents receive screen pops of database information? Are RemoteAgents call screens secure and are they PCI compliant?Application Changes1. Does the system provide a graphical application design tool to build newinteraction pathways?2. Does the graphical design tool have a built in prompt editor?
  25. 25. Page 25 of 253. Describe your application design tool in detail.4. Can you make changes while the system is on-line with callers or other queueobjects?5. Does the same graphical design tool support all applications listed above includingcall center voice messaging, intelligent e-mail processing, Internet web page on-lineapplications, call queuing logic, and fax applications?6. If not, please describe how all components will interact.7. Does the graphical design tool provide an open DLL to allow CUSTOMER to buildnew interfaces?Administration1. Is there a single interface for adding lines, stations, and ACD agents? If not, howmany administrative interfaces are required to administer a) a user; b) portsrequired for functionality outlined above; c) a supervisor? Please name productnames and approximate time to administer for simple moves adds and changes.2. Is the administration tool available on any supervisor or tech support networkworkstation?3. Can groups of agents be defined through a single workgroup configuration?4. Can agents, team leaders, and supervisors be given different access levels such asviewing real-time queues as opposed to moving calls in and out of queues?5. Can lines be added through a simple point and click menu-driven interface?6. Describe your process for adding a station.7. Describe your process for adding a line.8. Describe your process for adding a workgroup/user.9. How are skills defined? How many skills can be assigned to an agent?10. Can customer created reports be configured on the server to be scheduled alongwith other standard system reports?11. Can customer created speed dial directories be defined on the server to beaccessed by agents? Can Agents define speed dial directories and can it beturned on and off by the area expert/administrator?

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