Telephony Services

Descriptions

The proposal should be for services commencing on 21 March 2022 and finishing on 20 March 2024 with a possible extension for a further two years and include the following: 1.Landlines Lines which are detailed in the attached spreadsheet including: - 19 analogue line rental - 4 of these also require ADSL and 2 require FTTC - 1 is a PSTN line - 1 is a business line with broadband - 9 require level 2.5 care, 5 require level 4 care and the remainder require level 1 care - One number has 10 SIP channels which support 43 DDI numbers including 2 Streamline lines - One line is required for the Voice Mail Auto attendant - 7 VOIP numbers - Current phone numbers to be maintained - A full maintenance package to be provided on all lines, including public holiday and out of hours cover. Our current phone system runs on an Avaya IP500 CCU. Suppliers should confirm that this system is suitable or, if not, suggest alternatives including costings. 2.Monitoring Call monitoring software should be able to: - Monitor up to ten agents - Record the number of calls - Record the number of lost calls (with the ability to set a time threshold below which it is not counted as a call) - Record the number of agents logged on and what their ‘status’ was at any given time - Record answer times (Minimum, maximum and average and number answered within target) - Further investigate any of the above, should the need arise - Format this data in a presentable way for the purposes of tracking trends (e.g. graphs, pie charts etc) easily – ideally without having to, but still being able to, export the data into excel and manipulate it as required. - Readily review historical call data for the purpose of tracking trends - Manager to be able to monitor performance and answer calls as agent at the same time. - Agents to select a variety of statuses depending on their delegated task and to be able to create bespoke status settings to allow agents statuses to be reviewed. The ability to set each status with different call receiving priorities. Service and training should be available during the Association’s opening hours as set out in the background section. The Association does not currently record calls and has no immediate plans to introduce this. The Association would however want this functionality to be available.