1. RFP Sample Questions –Client/Server-based Call Center ApplicationsThe purpose of these sample questions is to assist customers who are evaluating multi-media callcenter functionality. This RFP should allow call centers to compare apples-to-apples the price toimplement a full multi-media interaction center.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 Exchange5. Does the system integrate to Lotus Notes?6. Does the system use TCP/IP as the communication protocol to the PC Workstations?7. Is the system based on open system standards?8. Does the system use industry standard server hardware9. 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, a voicemailport, a fax port, a Web call-back port, or an ACD port? Or are applications such as IVR andvoice mail switched to a separate server?2. Does the system provide IVR functionality or is that a separate component? If separate pleaseexplain 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 separate component?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 and systemstations?3. Can users authenticate themselves on a phone and receive dialing priviledges?4. Can applications written on the system function in both a traditional and IP telephonyenvironment 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?
2. 11. Please include phone make and model number(s) proposed. Also indicate whether thesephones support the SIP standard or not. If they support SIP, please indicate if there is anyadditional cost to support SIP over the phone price quoted.12. Please describe the gateways proposed in the final solution. Do these support the SIPstandard? If so, and if the proposed call control method proposed in this RFP response doesnot use SIP, can SIP and the proposed call control method be simultaneously supported?13. Please describe how the following media processing capabilities are supported in an IPtelephony environment?• Supervisor Listen to Call• 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? Please describe.20. Can the system support an unlimited number of steps per routing scheme?21. How many music on-hold choices does your system have?22. Is there a limit to the number of messages that can be played to callers while they are onhold? If yes, 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 agents are onlymeant 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 agent attributes?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 on IVR look-ups?34. Does the system support prioritizing a call based on a database attribute of the caller suchas 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 options withoutbeing 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 of expected holdtime, number of callers presently in queue, age of longest hold time, etc.?39. Can the system put other objects besides calls into the queue? Can the system apply thesame set of rules to these objects as telephone calls? Based on the questions above, pleaseoutline limitations on these objects.
3. Intelligent Routing Schemes1. Can the system route callers based on DNIS? Is there a limit to the number of DNIS codesthat may be configured?2. Can the system route callers based on ANI? Is there a limit to the number of ANI codes thatcan 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?6. Can calls or other objects wait in queue for a certain duration and then be escalated to otherqueues?7. Can calls or other queue objects be routed to the last agent the caller spoke with on a priorcall?8. Can callers be given an option for a callback that will call them back in the order their callwas 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 queuing the call for a specific workgroup of agents or skilled agents, can the system thencheck the status of a different workgroup queue to decide if the 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 arrived on?• Can the system overflow the call to an alternate site?• Can the system allow the user to build their own routing strategies?10. Can calls be directed to an agent’s pre-recorded greeting (auto greeting)?Skills-based Routing1. Is there a limit to the number of skills that can be configured? If so how many?2. Is there a limit to the number of skills that can be assigned to an agent? If so how many?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, Internet text chatrequests, and voice messages based on their attributes as well?6. Can skills be assigned to calls based on the interactive voice response options selected suchas service requested, product information needed, language, etc.7. Can skill levels required to process the call be assigned dynamically while the caller is onhold?8. Can skill levels required to process the call be changed based on the duration that the callerhas been on hold?9. How many skills can be assigned to a call that are required to process the call?10. If no skilled agents are available, does the call just go into a holding queue, or can skill levelsbe 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 to leave a voicemessage 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
4. • 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• Priority• Required Skills / Skills Weighting• Time in System / Time in Queue• 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 in queue?4. If the caller chooses to leave a message, can they still be routed to an agent if one becomesavailable?5. If the caller completes their message, can the caller cancel recording if they choose?6. If the caller completes their message, can the caller re-record their message if they choose?7. Can agents and supervisors see that there are callers in queue who are leaving voicemessages?8. Once a voice message is left by a caller, is the message stored in a file format that can easilybe attached to a customer database or call record?9. Once a caller leaves a voice message, can the message be sent via e-mail so those agents caneasily make notes and forward the message to another agent or supervisor?10. When a voice message is left, can all options selected by the caller and attributes about thecaller be attached to the voice message for agent processing information?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/Lotus Notes/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 Sequel Server?3. How many ODBC-compliant database connections can be open at one time?
5. 4. Does the system support Query, Insert, Update, Delete, Use DDL5. 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 is used?Web 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, generatean e-mail, send back a different HTML page, etc.?3. Can the system provide interactive web page applications such as account status and onlinequestionnaires?4. Can the system allow customers to query any ODBC compliant database and update thatdatabase 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 frequently askedquestions?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 browser interface?Such as to lead the customer to billing addresses, sales information, etc.10. Does the system integrate to Microsoft’s Netmeeting to provide voice and video over theInternet 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
6. • 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 EmailMulti-media Queuing1. Can multiple types of objects such as telephone calls and Internet text chat requests, etc. beplaced in the same queue?2. If so, is there a visual indication to the agent of the type of object that is in the queue?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 requests may berouted 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 in a sufficienttimeframe?Outbound Predictive Dialing1. Does the system provide an integrated predictive dialer or is that a separate product?2. If it is integrated, how does the predictive dialer connect to the ACD for accurate outboundprediction?3. If it is not integrated, what product do you recommend and what is its interface to the ACD?Please outline all associated costs for integration.4. Does the predictive dialer integrate to any ODBC-compliant database for the campaign calllists?5. Does the dialer import campaign list information? If so what is the size limitation of the list?If not, can the Dialer use the database table itself? If the CUSTOMER database table is used,is there any size limitation to the size of the database table?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 inbound calls or doagents 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 not availablestatus?10. Can the supervisor see from the real-time monitor that agents are on outbound calls?11. Can the supervisor see from the real-time monitor the specific call detail for an outboundcall?12. Are call recordings and supervisor monitoring capabilities different on the Dialer or are theythe same as for inbound calls?13. Are their combined reports regarding agent performance for both inbound and outbound?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 (progressive dialing)?17. Can the predictive dialer run different campaigns in different modes at the same time?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?
7. Outbound call processing options1. 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 integrated package,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 that call type?5. Can agents logged into a campaign record an “auto greeting” so that their greeting alwaysstays “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 a batch updateprocess 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 so that theDialer 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 as the greeting,product information, closing, billing information, etc.? Can those be configured?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 call script?6. Can the agent change data about the caller in the script?7. Does the changed data immediately update the CUSTOMER database or must it be batched?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 open theappropriate record, or does the agent have to re-enter the customer information?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 agent knowing it?16. Can particular options taken in a script create dependencies such as required fields for theagent to fill out with the customer?17. Are stages of the call script tied back to the predictive algorithm so that the Dialer knows thatone agent is in the greeting stage of the call and another is in the “product information stage”of the call – very different chances that the agent will be ready for the next connected call...?
8. Real-Time Queue Monitoring and Supervisor Handling1. Can supervisors and/or agents see a detailed list of agents by workgroup or team and viewtheir present status?2. Is there summary information regarding the number of agents logged in, number on 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 be displayed?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 for queue statussuch as longest duration in queue, number of callers in queue, etc.? Is this an add-oncomponent or is it available to any licensed workstation?7. Can the supervisor and/or agent view detailed information regarding calls in queue such astheir name, callerID (remote telephone number), duration of call, etc.?8. Is there summary information about the queue in real-time such as number of calls in queue,longest call waiting, service level, etc. Please provide all summary statistics available.9. Can supervisors elect to move calls in real time from one queue to another queue on theirscreen?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 that caller’sposition in queue?12. Can supervisors and/or agents monitor the status of lines or particular stations and view theparticular call on that line or station?13. Can the supervisor be alerted of all new objects in the queue and thereby elect to “listen” tothe call or chat?14. Can statistics for multiple workgroups be simultaneously displayed in a real-time grid?15. Are real-time statistics displayable in graphic form?Call Recording Applications1. Does the system allow agents to record calls to confirm transactions in case there aredifficulties with an order at a later timeframe?2. Can those call recordings be stored in a database on a server and searched by agent or caller’saccount 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 or supervisorintervention? 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?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 functionality requested?3. Is the report log information stored in an open database format?4. Are up-to-the minute reports available for queues, stations, agents, and lines without causingproblems 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?
9. 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 by CUSTOMER?12. Describe standard reports that are available with the system and attach a set of samplereports.Agent Interface1. Does the system support a software phone for on-screen control of calls and other objects thatare 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 statusof agents, listen to and monitor calls, and move calls from queue to queue?4. Is there a screen pop capability to put agents into the appropriate account screen withouthaving to re-ask the caller their identification information?5. If screen pops are not standard, please explain how this is achieved and outline details ofcosts.6. Does the software phone support unlimited speed dial directories for regular contacts andaccount coordination with other departments?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 without additionalhardware 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?Application Changes1. Does the system provide a graphical application design tool to build new interactionpathways?2. Does the graphical design tool have a built in prompt editor?3. Describe your application design tool in detail.4. Can you make changes while the system is on-line with callers or other queue objects?5. Does the same graphical design tool support all applications listed above including call centervoice messaging, intelligent e-mail processing, Internet web page on-line applications, callqueuing logic, and fax applications?
10. 6. If not, please describe how all components will interact.7. Does the graphical design tool provide an open DLL to allow CUSTOMER to build newinterfaces?Administration1. Is there a single interface for adding lines, stations, and ACD agents? If not, how manyadministrative interfaces are required to administer a) a user; b) ports required forfunctionality outlined above; c) a supervisor. Please name product names and approximatetime to administer for simple moves adds and changes.2. Is the administration tool available on any supervisor or tech support network workstation?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 as viewingreal-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?10. Can customer created reports be configured on the server to be scheduled along with otherstandard system reports?11. Can customer created speed dial directories be defined on the server to be accessed by agents.