SCHEDULE 2F-2 VOICE COMMUNICATIONS SERVICES (FUTURE STATE SERVICES) for. Date TBD

Transcription

1 SCHEDULE 2F-2 VOICE COMMUNICATIONS SERVICES (FUTURE STATE SERVICES) for COUNTY OF ORANGE, CA Date TBD

2 Table of Contents 1.0 Voice Communications Services Overview and Objectives Voice Communications Services Overview Service Objectives Voice Communications Services Requirements Service Descriptions and Roles & Responsibilities Service Environment Scope of the Infrastructure to be Supported Voice Communications Baseline Information Service Level Requirements Objectives Service Level Requirements Reports List of Referenced MSA Appendices, Schedules and Attachments List of Tables Table 1. General Roles and Responsibilities...3 Table 2. Telephony Services Roles and Responsibilities...5 Table 3. Voice Services Roles and Responsibilities...5 Table 4. Voice Messaging Services Roles and Responsibilities...6 Table 5. Voice Conferencing Services Roles and Responsibilities...7 Table 6. Contact Center Services Roles and Responsibilities...7 Table 7. Directory Listing Services Roles and Responsibilities...9 Table 8. Voice Communications Service Availability SLRs...11 Table 9. Service Responsiveness SLRs...11 Table 10. Voice Communications Reports...12 Date TBD Page i

3 This is Schedule 2F-2 (Voice Communications Services) to the Agreement between the County of Orange, CA ( County or the County ) and Vendor ( Vendor ). Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in Attachment A (SOW Definitions). This statement of work shall be in effect following the implementation of Vendor provided/implemented Voice Communications Services within the Vendor implemented converged network environment and Vendor provided IP/VOIP services. 1.0 Voice Communications Services Overview and Objectives 1.1 Voice Communications Services Overview Voice Communications services are those services and activities, as detailed in the following SOW, required to provide and support the County with a number of Voice Communication Services. Vendor is responsible for life cycle management (e.g., requirements, engineering, design, implementation, testing), service provisioning, management, security, administration, troubleshooting, and service management (e.g., Availability and Capacity Management, Performance Management, Incident and Problem Management) of the County s Voice Communications environment that includes, but is not limited to the following: Vendor-provided and managed Voice Communications Services, including but not limited to: Premise or Vendor hosted IP/VOIP-based Telephony Services Voice Messaging Services Auto Attendants Voice Conferencing Services E-fax Services E911 Services Call Center Services, including: Interactive Voice Response (IVR) Automated Call Distribution (ACD) and associated reporting Computer Telephony Integration (CTI) ADA-compliant Services (e.g., TDD, hearing impaired volume control, sight impaired devices) County legacy Voice Communications systems, including but not limited to: PB and Premise Phone Systems IP/VOIP systems Key Systems Voice messaging systems Auto Attendants Call center systems Date TBD Page 1

4 Smart phone interface system Voice Network, including but not limited to: Local Service (dial tone) Long Distance Calling Cards Pay phones (collect and non-collect) Inbound Toll-free 411 Services Managed call accounting system (billing) administration Class of service management for County users Direct Inward Dial (DID) management Miscellaneous analog based devices and connectivity, including but not limited to: Alarms Paging systems Modems Fax lines Facility management systems (e.g., badges, HVAC) In addition to the service described in this Voice Communications SOW, Vendor is responsible for providing the services described in Schedule 2A IT Service Management and Life Cycle Services SOW. 1.2 Service Objectives The following are the key high-level Service objectives the County expects to achieve through outsourced Voice Communications services and this Voice Communications services Statement of Work (SOW): Cost-effective and scalable end-to-end Voice Communications Services solutions (e.g., Premise-based, Vendor hosted) including a secure, reliable and scalable IP/VOIP-based telephony services solution that meets County business and service level requirements Acquire Vendor services solutions that offer County business customers standard IP/VOIP telephony functions and features and offer additional enhanced telephony and other IP-based communications applications, functions and features Provide Vendor services solutions that optimize costs by matching technical solutions (e.g., End User devices, applications, services) to user requirements Cost effectively maintain the County s legacy voice infrastructure with appropriately skilled staff to meet established Service Level Requirements until migration to Vendor-provided IP/VOIP telephony solutions has been achieved 2.0 Voice Communications Services Requirements Date TBD Page 2

5 2.1 Service Descriptions and Roles & Responsibilities In addition to the services, activities, and roles and responsibilities described in Schedule 2A ITSM and Lifecycle Services SOW, Vendor is responsible for the following Voice Communications services, activities and roles and responsibilities General Responsibilities The following table identifies the general roles and responsibilities associated with this SOW. An is placed in the column under the Party that will be responsible for performing the task. Vendor responsibilities are indicated in the column labeled Vendor. Table 1. General Roles and Responsibilities General Roles and Responsibilities Vendor County 1. Provide Voice Communications strategies and requirements (e.g., functional, security, regulatory) 2. Provide recommendations for Voice Communications strategies and requirements 3. Provide Voice Communications design and engineering to meet County strategies and requirements 4. Approve Voice Communications design and engineering 5. Provide Vendor end-to-end (e.g., provision, install, implement, configure, manage, operate, administer, maintain) Voice Communications Services solutions (as described in SOW appendices) (e.g., IP/VOIP Telephony, Voice Conferencing, Messaging, Call Center) with standard and enhanced services, functions, features and applications that meet County requirements (e.g., functional, security, regulatory) 6. Review and approve Vendor end-to-end Voice Communications Services solutions 7. Design and implement new and emerging Voice Communications solutions to meet changes in the County s business requirements 8. Manage, support and maintain the County s legacy voice communications systems until such time that they are replaced with Vendor provided Voice Communications Services solutions per the County approved replacement timeline 9. Provide Incident and Problem Resolution for all Voice Communications Services and components 10. Provide activity reporting in support of law enforcement and other forensic activities 11. Procure and own the County s legacy voice communications related hardware, software, circuits, and peripherals 12. Procure and own Vendor Voice Communications Services components (e.g., hardware, Software, carrier network connectivity, peripherals) as defined in SOW appendices 13. Manage and maintain voice circuits for specified County locations 14. Coordinate with inter-exchange carriers to provide connectivity for specified County locations 15. Coordinate Service delivery with the County and other support groups (e.g., Service Desk) and other Third Parties (e.g., IMACs, Service Requests) Date TBD Page 3

6 General Roles and Responsibilities Vendor County 16. Provide County with a detailed explanation of outages that identify the regional impact, source of outage, and preventative measures being taken to prevent future similar outages 17. Provide broadcast notification of any outages 18. Manage user accounts (e.g., account set up, password resets, account deletions and terminations) and provide administrative support in accordance with County information security policies 19. Manage and maintain the County s legacy voice communications spares inventory as required to meet County requirements and Service Levels Requirements 20. Provide billing (e.g., OCNET, toll charges, 411, long distance, conferencing) reporting per County requirements and assist the County with resolving any billing inquiries 21. Support County ad hoc requests for emergency events and preparatory planning 22. Manage and maintain miscellaneous components and connectivity associated with analog devices (e.g., alarms, paging systems, modems, fax lines) 23. Provide End User training documentation and training (e.g., telephony functionality training, voic training) 24. Provide and maintain conduit circuit diagrams 25. Retain ownership of DIDs 26. Manage DIDs schema and process based on County approved dial plan and policies 27. Provide staffing and infrastructure required to staff ad hoc call centers (up to 50 stations) 28. Provide interoperability between Vendor-supported infrastructure and existing VOIP deployments not in scope Telephony Services Vendor shall perform the services necessary to provide Telephony Services to employees and in public areas throughout County facilities or County-occupied facilities. Telephony Services include providing planning and assessment, design, engineering, provisioning, implementation, training and ongoing monitoring and management of Vendor-provided standard and enhanced Telephony Services solutions and the management, operation and maintenance of County legacy Telephony systems until retirement. Services shall be delivered to specified County sites and users through Vendor-provided solutions or through support of existing County Telephony systems. Telephony Services environment components include, but are not limited to, PB, IPB, key systems, Premisebased or Vendor hosted VOIP systems, single-line telephones, multi-line telephones, consoles, fax lines, modem lines, and auxiliary equipment, which also include headsets, speakerphones, correctional facilities phones, bells, overhead paging, and add-on modules. Telephony Services allows authorized callers to receive incoming calls and to make intra-campus, inter-campus, outside local, outside long distance, and international calls (limited stations). The following table identifies the roles and responsibilities associated with Telephony Services that Vendor and the County shall perform. Date TBD Page 4

7 Table 2. Telephony Services Roles and Responsibilities Telephony Services Roles and Responsibilities Vendor County 1. Provide Telephony requirements (e.g., locations, number of sets, functions and features, maintenance schedules) 2. Provide Telephony design and engineering 3. Approve Telephony design and engineering 4. Provide Vendor end-to-end Telephony Services solutions and systems (e.g., provision, install, implement, configure, manage, operate, administer, maintain) with standard and enhanced services, functions, features and applications that meet County requirements 5. Review and approve Vendor Telephony Services solutions 6. Provision, install, configure, operate, administer, monitor and maintain Vendor-provided or County-provided remote and Premise-based Telephony equipment, software, services and associated peripherals 7. Manage, support and maintain the County s legacy Premise Telephony systems until such time that they are replaced with Vendor-provided Voice Telephony Services solutions per the County-approved replacement timeline 8. Provide end to end internal and external Telephony connectivity including configuration of hardware, software, services and/or peripherals 9. Provide e-911 database and management interface, using an authorized e-911 provider 10. Provide and support adaptive voice telecommunications services and equipment as required by laws affecting the support of the disabled 11. Define End User dialing plan authorizations and privileges 12. Implement, manage and maintain County dialing plans 13. Provide physical and logical installations, moves, adds and changes (IMACs) 14. Provide Incident and Problem Resolution (e.g., line static, dropped calls) through coordination of Third Party Resolution activities 15. Provide cellular and satellite phone management 16. Conduct maintenance activities according to maintenance plans, schedules, and provide maintenance reporting 17. Own and assign DIDs 18. Conduct required testing of Premise equipment as required (e.g., backup power and balancing on PB equipment) Voice Network Services Voice Services are those activities required to provision and support local service, long-distance service, and toll-free inbound services to County End Users requiring local, intrastate, interstate, and international calling from the County s facilities. The following table identifies the Voice Network Services roles and responsibilities that Vendor and the County shall perform. Table 3. Voice Network Services Roles and Responsibilities Voice Network Services Roles and Responsibilities Vendor County 1. Provide Voice Services strategies and requirements 2. Provide Voice Services strategies and requirements recommendations Date TBD Page 5

8 Voice Network Services Roles and Responsibilities Vendor County 3. Provide Voice Services design and engineering to meet County strategies and requirements 4. Approve Voice Services design and engineering 5. Provide local and long-distance Voice Services for specified County customers 6. Provide long-distance telephone calling cards and management for specified County customers 7. Provide local and long-distance usage monitoring and reporting for specified County customers 8. Provide access to long-distance directory assistance services for specified County customers 9. Provide collect and non-collect pay phone services Voice Messaging Voice Messaging Services are those activities required to support the efficient storage and retrieval of voice messages enterprise-wide plus support of related voice messaging applications. The following table identifies the roles and responsibilities associated with Voice Messaging services that Vendor and the County shall perform. Table 4. Voice Messaging Services Roles and Responsibilities Voice Messaging Roles and Responsibilities Vendor County 1. Provide Voice Messaging Services requirements 2. Provide Voice Messaging Services design and engineering to meet County requirements 3. Approve Voice Messaging Services design and engineering 4. Provide Vendor end-to-end Voice Messaging Services solutions (e.g., provision, install, implement, configure, manage, operate, administer, maintain) with standard and enhanced services, functions, features and applications that meet County requirements 5. Review and approve Vendor Voice Messaging Services solutions 6. Manage, support and maintain the County s legacy Voice Messaging systems until such time that they are replaced with Vendor-provided Voice Messaging Services solutions per the County-approved replacement timeline 7. Monitor and report on Voice Messaging usage 8. Manage Voice Messaging storage capacity 9. Manage Voice Messaging retention per County requirements and external regulations 10. Conduct mailbox moves, adds and changes 11. Maintain mailboxes configurations by user 12. Provide new user training material 13. Conduct maintenance activities according to maintenance plans, schedules, and provide maintenance reporting 14. Provide auto attendant setup, documentation, recording and support services Date TBD Page 6

9 Voice Messaging Roles and Responsibilities Vendor County 15. Manage and maintain auto attendants 16. Manage and maintain voice mail applications Voice Conferencing Services Vendor shall provide Voice Conferencing Services that provide County users with conference capabilities. Services include the planning and assessment, implementation, training, and ongoing management necessary to implement Conferencing Service. An array of features will be supported with the delivered services. The following table identifies the roles and responsibilities associated with Voice Conferencing Services that Vendor and the County shall perform. Table 5. Voice Conferencing Services Roles and Responsibilities Voice Conferencing Services Roles and Responsibilities Vendor County 1. Develop Voice Conferencing Services requirements 2. Design Voice Conferencing Services to meet County requirements 3. Approve Voice Conferencing Services 4. Provide Vendor end-to-end Voice Conferencing Services solutions (e.g., provision, install, implement, configure, manage, operate, administer, maintain) standard and enhanced services, functions, features and applications that meet County requirements (e.g., maximum number of lines, maximum number of participants per voice conference) 5. Review and approve Voice Conferencing Services solutions 6. Provide support for the setup of conferencing sessions 7. Create and maintain a monthly summary report by host, including: conference types, total number of connects, total number of minutes, total call charges, total feature charges, and total charges 8. Create and maintain a year-to-date (YTD) summary report by host, including: conference types, total number of connects, total number of minutes, total call charges, total feature charges, and total charges 9. Provide outside Voice Conferencing conference bridges for County use in case of emergency or unavailability of County conference bridges 10. Provide broadcast capability for Countywide broadcasts as required Contact Center Services Vendor shall provide Contact Center Services that provide call processing and call flow with integrated ACD and IVR. Services include planning and assessment, implementation, and ongoing management necessary to deploy Contact Center Services enterprise-wide. The following table identifies roles and responsibilities associated Contact Center Services activities that Vendor and the County shall perform. Table 6. Contact Center Services Roles and Responsibilities Contact Center Services Roles and Responsibilities Vendor County 1. Provide Contact Center Services requirements 2. Recommend Contact Center Services to meet County requirements 3. Design Contact Center Services to meet County strategies and requirements Date TBD Page 7

10 Contact Center Services Roles and Responsibilities Vendor County 4. Approve Contact Center Services 5. Provide Vendor Contact Center Services solutions (e.g., provision, install, implement, configure, manage, operate, administer, maintain) standard and enhanced services, functions, features and applications that meet County requirements 6. Review and approve Contact Center Services solutions 7. Manage, support and maintain the County s legacy Contact Center systems until such time that they are replaced with Vendor-provided Voice Contact Center Services solutions per the County-approved replacement timeline 8. Provide inbound toll free services 9. Provide administrative support for inbound toll free services 10. Coordinate with internal customers and external carriers to fulfill requests including new orders, cancellations, moves, adds and changes (MACs) 11. Design and implement customized call flow 12. Perform agent/queue moves, adds and changes, including desktop connectivity 13. Design all queues based on customer requirements that provide agent mobility 14. Provide call flow and queue design documentation 15. Provide consultation to contact center owners in developing new or modifying existing ACD applications 16. Provide traffic analysis and call reports, including: 800 in-bound network traffic summary report Call detail hourly summary Call detail traffic summary Report by each 800 number Call detail traffic summary agency Trunk utilization for all trunk groups Call detail by location Call completion analysis Resellers summarized traffic by number Call prompter summary Traffic by number and date Unassigned routing termination number (RTN) Dial number by RTN 17. Provide and monitor multi-language IVR functionality 18. Provide and administer time of day controlling and holiday control for ACD queues 19. Provide supervisor monitoring of ACD agent calls (e.g., ability to chose a call, barge in, silently monitor and whisper coaching) 20. Provide Agent ability to log into more than one queue (e.g., multilanguage, multi-queue) 21. Allow for recording of calls. Recordings must be maintained for a predefined period of time 22. Provide training for agents and supervisors 23. Design and maintain reader boards for queues,( i.e., to show real time statics) Date TBD Page 8

11 Contact Center Services Roles and Responsibilities Vendor County 24. Develop and maintain a self help video for agents and supervisors for training on ACD log on, transfers, supervisor assistance, make set busy, not ready, and ready status, and logging out of the queues 25. Allow for ACD agent account coding for each call if necessary (e.g., allow to enter social security numbers, or case numbers as needed for calls) 26. Allow supervisor real time reporting 27. Allow supervisor historical reporting Directory Listing Services Vendor shall provide Directory Listing Services which include developing and maintaining an accurate County employee and Agency directory. The following table identifies the Directory Listing Services roles and responsibilities that Vendor and the County shall perform. Table 7. Directory Listing Services Roles and Responsibilities Directory Listing Services Roles and Responsibilities Vendor County 1. Provide Directory Listing Services requirements 2. Provide recommendations to meet County requirements 3. Approve Directory Listing Services recommendations 4. Provide publishable numbers for the directory 5. Maintain a searchable on-line repository of County employee directory information, in accordance with County requirements 6. Provide and maintain a searchable on-line repository of County agency directory information 7. Provide tools and procedures to update directory information in real time 8. Provide End User read-only intranet access to the directory 9. Provide administrative support to maintain and update the directory in accordance with County policies and procedures 10. Provide and maintain phone-displayed directory 3.0 Service Environment 3.1 Scope of the Infrastructure to be Supported The following sub-sections and related service environment appendices further describe and scope the current and future Voice Communications environment to be supported and/or with which Vendor shall comply. These service environment appendices are to be continually maintained by Vendor as new Vendor services and environment components are added and as removed, reviewed with the County, and updated by Vendor and made available to the County on a quarterly basis County Standard and Enhanced Telephony Functions and Features A listing and description of County-standard and enhanced telephony functions, features and applications are provided in Appendix F2.1 Telephony Features, Functions, Applications Response Template. The appendix also indicates which Vendor-provided hardware or Software component is used to meet each requirement (this appendix shall be developed and finalized with the selected Vendor based on Vendor responses provided in the draft appendix and response template. See instructions provided in the draft Appendix F2.1). Date TBD Page 9

12 3.1.2 Vendor-provided Hardware, Software and Voice Communications Solution (To be Determined Based on Vendor Solution) A listing and description of Vendor-provided Voice Communications Services solution hardware is provided in Appendix F2.2 Vendor-provided Voice Communications Hardware. A listing and description of Vendor-provided Voice Communications Services solution software and application is provided in Appendix F2.3 Vendor-provided Voice Communications Software and Applications. A technical description and architectural diagram of each Vendor-provided Voice Communications Services solution is provided in Appendix F2.4 Vendor Provided Voice Communications Solutions County Hardware and Software (To be Determined Based on Vendor Solution) A listing and description of County legacy Voice Communications hardware to be supported is provided in Appendix F2.5 County Legacy Voice Communications Hardware. A listing and description of County legacy Voice Communications Software and utilities to be supported is provided in Appendix F2.6 County Legacy Voice Communications Software Voice Communications Circuits (To be Determined Based on Vendor Solution) A listing and description of County-provided and Vendor provided Voice Communications circuits to be supported is provided in Appendix F2.7 Voice Communications Circuits. 3.2 Voice Communications Baseline Information The County s current Baselines are provided in Appendix 3.1 to Schedule 3 - Fees. These business requirements represent the County s most realistic projection of the Service requirements for Day 1 implementation based on a combination of past trends and current anticipated overall business direction over the term of the Agreement. (Vendor is required to provide baselines in Enclosure B based on proposed solution. See Enclosure B instructions) These metrics, along with other data which may be pertinent for sizing the solution, are reflected in Schedule 3 Fees. 4.0 Service Level Requirements 4.1 Objectives A key objective of this outsourcing agreement is to attain Service Level Requirements (SLRs). SLRs associated with Voice Communications Services are detailed in the following section. The following service levels are required at the end of the transition period. Voice Communications Services SLRs associated with Fee Reductions are detailed in Schedule 4 - Fee Reductions. SLR performance shall be calculated based on measurements taken over the indicated Measurement Interval and reported to the County based on the Reporting Period. SLR Fee Reductions for SLRs with multiple Measurement Intervals within the Reporting Period shall be calculated as defined in Schedule 4 Fee Reductions. Vendor shall provide written reports to County regarding Vendor s compliance with the SLRs specified in this SOW. Date TBD Page 10

13 4.2 Service Level Requirements Table 8. Voice Communications Service Availability SLRs DEFINITION Availability of the voice communications network, including all circuits and all associated hardware (includes blocked calls). VOICE COMMUNICATIONS AVAILABILITY SLRS Service Type Service Measure Performance Target SLR County Legacy Overall System Availability Vendor Provided Voice Communications Services (e.g., dial tone, County network calls, local calls, long-distance calls) Vendor Provided Voice Messaging Services Vendor Provided Voice Conferencing Services Vendor Provided Call Center Services Availability per location Availability per location Availability per location Availability per location Availability per location Formula Measurement Interval Reporting Interval Measurement Tool 24x7x % 24x7x % 24x7x % 24x7x % 24x7x % Availability (%) = 100% - Unavailability (%) Where Unavailability is defined as: (Σ Outage Duration x 100%) (Schedule Time Planned Outage) Monitor Continuously, Measure Weekly Monthly TBD Table 9. DEFINITION Service Responsiveness SLRs The ability of Vendor to respond to, process, and fulfill client-requested changes and reconfiguration of various types of voice services. Service Responsiveness SLRs Service Type Service Measure Performance Target SLR Technology Solution Design Recommendation Elapsed time 1 week of request 99.9% Solution Design Time to Per County approved 99.9% Implementation Implement schedule User Account Changes Elapsed time 4 hours of request 99% Installs (1-5 devices per request) Elapsed time 1 business day of request 99% Date TBD Page 11

14 Service Responsiveness SLRs Service Type Service Measure Performance Target SLR Installs (6-10 devices per request) Installs (11-20 devices per request) Installs (21+ devices per request) Moves. Adds, Changes (MACs) Generation and Delivery of Accurate Agency OCNET Billing to County Agencies Notification of VOIP phone user physical location change to the PSAP (Public Safety Answering Point) Elapsed time Elapsed time 3 business days of request 5 business days of request 99% 99% Elapsed time Per agreed schedule 99% Elapsed time Time to Deliver Elapsed time from end-user notification of location change Formula Measurement Interval Reporting Interval Measurement Tool 1 business day of request Per County approved schedule 99% 99% < 1 hour 99% Number of instances successfully completed per Service Type within Performance Target/Total number of instances per Service Type occurring during the Measurement Interval Monthly Monthly TBD 4.3 Reports Vendor shall provide written reports to the County regarding Vendor s compliance with the SLRs in addition to the reports specified in this section. Reports are required per the following: Table 10. Voice Communications Reports Report Description Full list TBD with selected Vendor see samples below IVR reports on system, network and application availability Call volume trend report for all applications including weekly call volumes for decodes, accounts payable and expense reports IVR status including hardware (spare, in-use) critical parts, software, interfaces, and scripts by Business Unit Attempted (offered) and handled call volume summary Duration, call transferred and abandoned call reports Weekly line usage reports with call volume by port number Weekly reports of the on network calls (e.g., NCOS 7, long duration, international, frequent, 211, 411, 911, expensive of the top 200 calls) Timing Weekly/Monthly Weekly/Monthly Weekly/Monthly Weekly/Monthly Weekly/Monthly Weekly/Monthly Weekly/Monthly Date TBD Page 12

15 5.0 List of Referenced MSA Appendices, Schedules and Attachments Appendices/Schedules/ Attachments Appendix F2.1 Appendix F2.2 Appendix F2.3 Appendix F2.4 Appendix F2.5 Appendix F2.6 Appendix F2.7 Schedule 2A Schedule 3 Schedule 4 Attachment A Description Telephony Features, Functions, Applications Response Template Vendor-provided Voice Communications Hardware Vendor-provided Voice Communications Software and Applications Vendor Provided Voice Communications Solutions County Legacy Voice Communications Hardware County Legacy Voice Communications Software Voice Communications Circuits IT Service Management and Life Cycle Services SOW Fees Fee Reductions SOW Definitions Date TBD Page 13