phone, how do you extend the call to the cell phone? Will the user see the inbound caller’s Caller ID or the PBX’s Caller ID on the display of their cell phone? Provide any costs for this application per unit as an option on Schedule A. Response: Find Me/Follow Me Describe and provide optional pricing for any other Mobility applications, or abilities that the system can provide in order for an employee to manage where the phone system can expect to find them. Provide any costs for this application to support 50 users as an option on Schedule A. Response: ACD – CITY OF TURLOCK Finance Department requires Automatic Call Distribution (ACD) Call Center functionality. is a brief summary of that functionality. The primary functions of the Finance accounts receivable are related to utilities (water, sewer, and garbage), business licensing, and other miscellaneous revenues. The CITY OF TURLOCK has approximately 19,000 utility accounts and 3,200 business licenses. Our staff processes utility move in/outs, utility payments, and update utility and business license accounts by phone. In addition, we take utility, business license, and general A/R inquiry calls. The CITY OF TURLOCK has a large population of Spanish and Portuguese citizens. We currently have three Spanish speaking clerks who can also communicate with Portuguese speakers. We most likely will have a clerk fluent in Portuguese, who can also communicate with the Spanish speaking, effective mid-May. We have 1 clerk who speaks Punjabi for which we have a minimal need. Our structure is as follows: Manager rarely answers standard incoming calls – Supervisor phones as needed – 4 back office staff responsible for answering phones 3 counter - phones as requested CITY OF TURLOCK ACD Call Center Requirements CITY OF TURLOCK has significant ACD requirements and the proposed solution – must be able to deliver advanced Skills Based Routing and Reporting functionality. Detailed requirements are specified in the RFP Schedules and the ACD section of this RFP. Skills based routing where calls are distributed to agents based on proficiency of skill and multiple skills can be assigned to a given agent.
phone, how do you extend the call to the cell phone? Will the user see the inbound caller’s Caller ID or the PBX’s Caller ID on the display of their cell phone? Provide any costs for this application per unit as an option on Schedule A. Response: Find Me/Follow Me Describe and provide optional pricing for any other Mobility applications, or abilities that the system can provide in order for an employee to manage where the phone system can expect to find them. Provide any costs for this application to support 50 users as an option on Schedule A. Response: ACD – CITY OF TURLOCK Finance Department requires Automatic Call Distribution (ACD) Call Center functionality. is a brief summary of that functionality. The primary functions of the Finance accounts receivable are related to utilities (water, sewer, and garbage), business licensing, and other miscellaneous revenues. The CITY OF TURLOCK has approximately 19,000 utility accounts and 3,200 business licenses. Our staff processes utility move in/outs, utility payments, and update utility and business license accounts by phone. In addition, we take utility, business license, and general A/R inquiry calls. The CITY OF TURLOCK has a large population of Spanish and Portuguese citizens. We currently have three Spanish speaking clerks who can also communicate with Portuguese speakers. We most likely will have a clerk fluent in Portuguese, who can also communicate with the Spanish speaking, effective mid-May. We have 1 clerk who speaks Punjabi for which we have a minimal need. Our structure is as follows: Manager – rarely answers standard incoming calls Supervisor – phones as needed 4 back office staff responsible for answering phones 3 counter - phones as requested CITY OF TURLOCK ACD Call Center Requirements – CITY OF TURLOCK has significant ACD requirements and the proposed solution must be able to deliver advanced Skills Based Routing and Reporting functionality. Detailed requirements are specified in the RFP Schedules and the ACD section of this RFP. Skills based routing where calls are distributed to agents based on proficiency of skill and multiple skills can be assigned to a given agent.
TelecomRFP.docx