Voice Over IP Management Solution RFP # 28120 Part One - … · 2013-11-20 · PHILADELPHIA GAS WORKS Voice Over IP Management Solution RFP # 28120 Part One - Questions & Answers

PHILADELPHIA GAS WORKS

Voice Over IP Management Solution RFP # 28120

Part One - Questions & Answers Questions and Answers – November 5 – 7 , 2013

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QUESTIONS ANSWERS

Q1 If a vendor chooses to engage a VAR to provide a joint response what is the process to facilitate that?

A1 Joint responses are not permitted. If a vendor chooses to engage a VAR, the vendor will enter into the contract with PGW and will have all responsibility under the contract. If they subcontract certain obligations to a VAR, it will still remain the vendor’s contractual responsibility to provide all required services. PGW does not want to be involved in the vendor/VAR relationship.

Q2 When will questions be answered by? (what date). A2 Answers to all questions will be provided promptly after the mandatory pre-proposal telephone conference.

Q3 2.1.2.2 — 400 ACD licenses exist. How many total agents are there, and what is the total, max concurrent number of agents that log into the system?

A3 All agents are logged in at all times PGW is requesting that the system is licensed for a minimum of 300 agents.

Q4 Does PGW want the new system to integrate with the existing NICE and iNOVA systems or can replacements for these systems be recommended?

A4 Either option can be proposed

Q5 Does PGW want to retain all existing PRI/T1 circuits? Is SIP service desired or can it be proposed as an option?

A5 SIP service can be proposed as an option

Q6 Do the existing Cisco 3750X switches provide for Power over Ethernet?

A6 Yes

Q7 Please describe the systems integrated with LDAP via Starfish? Are any fields other than phone number and name

A7 The current Starfish system is an Interface between the PBX and a Microsoft ADAM LDAP server. PGW utilizes an identity




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pulled from LDAP? Is the LDAP Microsoft Active Directory or another directory? What version is the directory?

Management product called Netiq IDM, based on Novell eDirectory, which synchronizes new employee accounts to ADAM and receives phone extensions from ADAM. From there IDM replicates the phone numbers to various other databases and MS Active Directory. This particular interface might become obsolete or will be rewritten by PGW to maintain the same functionality. The sole purpose is to have a single authoritive source for employee identities and phone numbers, to avoid misspelling between various address books. Any new phone system that can either interface with Active Directory or Standard LDAP to maintain a consistent view of phone numbers and names throughout the enterprise will fulfill this job. If no integration is available, we would need to be able to plug into whatever database the system is using via IDM to write a custom connector.

Q8 Is the IVR prompt and collect, or are there customer self-service capabilities? What databases are integrated with the IVR?

A8 The IVR via web services retrieves information from PGW’s Billing, Collection and Customer Service (BCCS) as well as PGW’s Advanced Intelligent Mobile System (AIMS). The payment processor is Kubra. Calls are not transferred to Kubra, using web services the information is sent to Kubra and a confirmation number is received which is voiced to the customer and noted on the customer’s file.

Q9 Is integration with the current Independence Communications Music on Hold system required? Can an alternate MoH system

A9 PGW will accept proposals for an alternate solution




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be proposed?

Q10 What is the level of integration with MS Lync which is requested (click to call? IM&P only? Softphone?)

A10 The more the better, please list all available options for your system.

Q11 What sort of paging systems are at the Richmond and Passyunk plants? Is overhead paging via an existing system required? Or is “through phone paging” requested?

A11 The current paging system allows Richmond and Passyunk Plant personnel to use their telephones to initiate the page. All Plant personnel hear the page via loud speakers and respond via their phones.

Q12 Please define the functionality and usability of the requested voicemail feature called “Bulletin boards” (page 15) What are the requirements for conferencing? Is a hosted/cloud conferencing solution such as webex required or desired?

A12 Our Intuity Bulletin Boards do not provide the ability to route calls thus PGW prefers to use Auto Attendants.

Q13 Please clarify whether or not one proposal can offer multiple solutions (i.e. must a respondent pick either cloud, managed, or customer-owned solutions)?

A13 A vendor may submit more than one solution. The solutions, however, may not be mixed in the submission. Each solution must be documented separately, at no point can solution B refer to solution A for any information, pricing, etc.

Q14 The definition of “Managed Solution” as defined in section 2.2.1 defines ownership of said solution by proposer. “Customer Owned Solution” as described in section 2.2.1 does not mention managed services. Is it acceptable for a proposer to include managed services for a Customer Owned Solution?

A14 In section 2.2.1 managed services is defined as ownership to be retained by proposer whereas for a Customer Owned Solution PGW purchases the solution from the proposer

Q15 Since there are only 190 agents total, however you have 400 agent licenses, should the new system proposed keep the 400

A15 PGW is requesting that the system is licensed for 300 agents. This is a change from the original request for licenses for 400 agents




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agent seat license or maybe lower the license count to 200 to reduce the proposal costs to PGW?

Q16 Can we have the phone counts at each of the branch locations as well as their associated phone model?

A16 The phone count for each location is included in Attachment B-1

Q17 Would you entertain eliminating a good portion of the T1 trunks and utilizing SIP Trunk connectivity to your Service Providers?

A17 SIP service can be proposed as an option

Q18 Can you provide a diagram/picture of your Music On Hold connection to the PBX?

A18 The Muzak (music on hold) is cross connected to the PBX on a TN763C Auxiliary Trunk Pack.

Q19 Does all IP phones have to be touch screen? Could an alternative recommendation be made that still provides a great user experience, however reduces the price of the handset and total proposal to PGW?

A19 Yes PGW will consider other options

Q20 Please provide the Paging interface type at the Passyunk and Richmond Plants.

A20 See attachment J

Q21 Please describe Bulletin Board functionality in your existing Voicemail system today and how it is being used.

A21 Our Intuity Bulletin Boards do not provide the ability to route calls thus PGW prefers to use Auto Attendants.

Q22 In the Managed/Customer Owned Solution you state that each remote has its own "Standalone VoIP system and that no site is dependent on another". In the Cloud/Hosted model that requirement does not exist. Could we have a mixture of the two models? Meaning that all Call Control is done from the Administration building and Passyunk plant, but the branches

A22 It is not clear how this solution would be accomplished. A solution diagram must be included in the proposal.




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will go into a Survivable mode if the Verizon TLS circuit goes down? Same concept for call routing, where all calls go inbound/outbound centrally, unless the Verizon TLS circuit goes down, then they are routed locally?

Q23 Is the Passyunk Plant becoming a second data center? Are there plans to increase the bandwidth to 1 Gigabit versus the existing 100MB today?

A23 At this point Passyunk is only under consideration as the location for a backup phone system, not a full datacenter. If required we will consider updating to 1 gbps

Q24 How many IVR ports are in use today; does it use all 5 T1s of capacity?

A24 There are 96 ports on the IVR. During peak periods all 96 ports have been in use.

Q25 How many dialer ports are in use today; does this use all 3 T1s of capacity?

A25 There are 30 port for calls.

Q26 Does attachment B-2 represent peak call volumes? If not, please provide peak call volumes for all stats listed in B-2.

A26 The volumes listed in B-2 are the call volumes.

Q27 Is attachment B-2 listing the totals for the month or the totals for a single day?

A27 The totals listed on B-2 are monthly totals.

Q28 Please provide average talk time for calls in the IVR, separated by inbound and outbound dialer calls.

A28 Because of the large amount of information that PGW’s customers can obtain from the IVR, PGW does not collect statics on the length of time callers are in the IVR.

Q29 Please provide the average talk time for calls handled by call center agents, separated by inbound and outbound dialer calls. How many different ACD queues are in use today?

A29 PGW has approximately 50 skills; average talk time is 3.5 mins per call

Q30 Please provide call flow details for the following sections A30 Please see attached documentation.




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called out in Attachment H: <Play Billing Information> <Make Payment IVR> Copy of Bill Mailed Budget Billing Payment by Mail Pay at Service Center (Service Center Location Information) <Zip Code Locator> <Make Auto Payment IVR> <Stop Payment IVR> Transfer Service <Stop Service IVR> Meter Exchange Apply for Gas/Appliance Service Information on Parts/Labor Service Center Location Information <Request LIHEAP Application IVR> Information on LIHEAP Information on Crisis Information on UESF <Play Grant Information IVR> Information on Customer Responsibility Program

Q31 Please provide call flows details for any automated messages A31 There are 25 scripts on the Dialer, due to size limitations we are




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or self-service IVR applications run for Outbound Dialer campaigns.

unable to provide copies of these files

Q32 When are customer satisfaction surveys run? After a call? A32 PGW does not currently conduct customer satisfaction surveys

Q33 How many different surveys are currently in use? A33 PGW does not currently conduct customer satisfaction surveys

Q34 How are results of the survey stored? A34 PGW does not currently conduct customer satisfaction surveys

Q35 Are the results automatically forwarded to any back-end PGW systems?

A35 PGW does not currently conduct customer satisfaction surveys

Q36 Please provide a listing of questions in each survey. A36 PGW does not currently conduct customer satisfaction surveys

Q37 Please detail any back-end APIs, databases, or other data sources used by the self-service IVR applications. For example, lookups to PGW databases, mainframe systems, email systems, or any other back-end system. Please include the specific vendor, product name, and versions for all applicable systems or APIs listed.

A37 The IVR via web services retrieves information from PGW’s Billing, Collection and Customer Service (BCCS) as well as PGW’s Advanced Intelligent Mobile System (AIMS). The payment processor is Kubra. Calls are not transferred to Kubra, using web services the information is sent to Kubra and a confirmation number is received which is voiced to the customer and noted on the customer’s file.

Q38 Please confirm that the call flow in Attachment H is the only inbound self-service IVR application used by PGW. If not, please provide call flows details for all applicable IVR applications.

A38 PGW has one IVR.

Q39 Are the IVR applications speech-enabled (caller can interact with menus with either voice or DTMF tones)?

A39 Yes the IVR applications are speech-enabled (callers can interact with menus with either voice or DTMF tones).




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Q40 If so, does the IVR use directed-dialog - where a caller is prompted to pick from a list of relatively static keywords, such as "customer service" or "sales" - or natural language - where a caller may answer open ended queries, for example: IVR: "What can I help you with today?" Caller: "I have a question about my billing statement."

A40 The IVR uses direct dialog

Q41 How many ports (primary and redundant) of Nuance TTS does PGW currently own?

A41 24 concurrent sessions

Q42 How many ports (primary and redundant) of Nuance ASR does PGW currently own?

A42 96 English and 24 Spanish concurrent sessions

Q43 What version of Nuance ASR is PGW running? A43 Realspeak 4.0

Q44 What version of Nuance TTS is PGW running? A44 Nuance 8.5.0

Q45 How many campaigns is the Outbound Dialer running?

A45 The dialer normally runs 21 campaigns each day. In addition PGW runs special campaigns such as LIHEAP, Parts & Labor CRISIS and cold weather survey, etc

Q46 Please detail the purpose and function of each campaign. For example: Is it an IVR-based campaign that leaves a message? Is it agent-based? How long is each campaign run? Is each list refreshed daily? What is the retry logic? How are answering machines treated? Include these and any other pertinent details.

A46 PGW uses the Dialer to run its campaigns. The primary purpose of the campaigns is for Collection activities and to provide information to our customers. The length of a call list varies and how answering machines are treated varies depending on the campaigns.




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Q47 How does PGW load customer data into the dialer for dialing? A47 PGW has a download process that begins at 5 am Mon thru Fri. The Dialer is programmed to check for new downloads every 15 minutes

Q48 How does PGW retrieve dialing results from the dialer? A48 The dialer is programmed to upload the results at 11 pm every night

Q49 Do any users require single number reach (mobile phone rings when IP Phone rings)?

A49 Yes PGW requires single number reach

Q50 Extension Mobility (Ability for users to log-in to any IP Phone)?

A50 I believe that this is a feature that PGW could use

Q51 Private Line Automatic Ringdown (PLAR)? A51 PGW currently does not have any ring down circuits

Q52 How many ports do you have available for Auto Attendant services?

A52 PGW uses the Intuity Voice mail system for auto attendants. The Intuity does not require ports for auto attendant it uses voice mail boxes.

Q53 How many ports do you have available for leaving/retrieving voicemail messages?

A53 The Intuity has 42 ports

Q54 How many voicemail boxes are required for each PGW site location?

Q54 Each phone at each PGW site is to have a voice mail box, Attachment B-1 lists the number of phones required for each location

Q55 What form of message delivery is preferred (MWI on phone, Unified Messaging, etc.)?

A55 Unified messaging

Q56 If you use Unified Messaging, what do you currently utilize as your email server? What is the version?

A56 Few do not use Unified Messaging at this point but have it on our 5 year roadmap. We are currently using Exchange 2010 and Lync




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2010. A migration to 2013 in the first half of 2014 is possible but not yet guaranteed.

Q57 Do you utilize any thin client or virtual desktops?

A57 Not at this point but a Phase 1 VDI deployment for 250 clients is planned within the next 20 months. Since the final vendor selection is not yet completed, your solution should be able to support at least the major player like VMware View and Citrix Xenapp

Q58 Are any PGW staff (Security, HR, etc.) notified when a 911 call is made (email, IM, etc.)

A58 Not at present.

Q59 Is full-time recording limited to PGW’s contact center personnel?

A59 Correct, only the calls of PGW call center personnel are recorded at PGW

Q60 Can you provide greater detail surrounding the Independence Communications system?

A60 It is music on hold

Q61 How is this system integrated with the existing PBX (E&M Trunk, FXS/FXO port, etc.)?

A61 Aux board

Q62 Do you require integration with over-head paging, phone handset paging, or both?

A62 No

Q63 Do all the IP Phones really need to be “touch screen” capable devices? Can this feature be limited to “Executive” users or an overall reduced user population?

A63 No, we can reduce the user population

Q64 Will any IP Phones require wall-mounting? If yes, how many? A64 At this point I am not aware of any IPhone that needs to be wall mounted

Q65 Do any users require softphone? If yes, is this phone in addition to a desk phone?

A65 No, PGW is not using soft phones at this time however PGW wants to keep this option open




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Q66 Is softphone functionality required utilizing the MS LYNC client?

A66 No, PGW is not using soft phones at this time however PGW wants to keep this option open

Q67 Do any users require integration of their existing smartphone devices to provide call control and/or voicemail functionality?

A67 No, PGW is not using this option.

Q68 If they do, what functionality is desired from the smartphone device?

A68 NA

Q69 What would be the types and quantities of devices that would require this integration (Android, iPhone, iPad, etc.)?

A69 IPhones

Q70 Do any of the IP endpoints require video capability? Q70 No, PGW is not using this option.

Q71 Who is responsible for all IP Phone setup and deployment services?

A71 PGW is requesting a joint effort between PGW and the vendor

Q72 Do you intend on flash cutting all users onto the new PBX system over a weekend or will this be a gradual migration?

A72 This will be a gradual migration, with the remote locations converting first and the Montgomery Complex to follow.

Q73 If gradual, do you require any integration of your existing systems with the newly proposed solution? If yes, please provide complete interoperability detail necessary for a successful integration.

A73 PGW requires some integration with the existing PBX so that the remotes sites can continue to experience 4 digit dialing and exchange of voice mails with the Montgomery Complex until the Complex migration has been completed. How this is accomplished will require extensive planning between the selected vendor and PGW

Q74 Please provide any detail you have on an approved migration strategy for this project.

A74 A migration strategy will be developed with the selected proposer.

Q75 Who will be responsible for providing any necessary cabling A75 Vendors should include this in their price quote.




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for the success of this project (Ethernet, Optical, DMARC Extensions, COAX, Patching, etc.)

Q76 Do all analog stations at each location terminate in a central Telco closet? If no, please provide detailed architecture.

A76 The analog stations located in the District Offices and Stations terminate in a central Telco closet at each site. At both Plants and the Montgomery complex they can terminate at various points. For example in the Operations Building (which is a 6 story building) there are 2-3 telephone closets on each floor.

Q77 Do you have an existing VPN client solution today for users to remotely access PGW system resources (SSL, 3DES, etc.)? This information will be important to determine how telecommuters, Administration, etc. will access this system.

A77 We currently provide access via an AES SSL2RDP Gateway. CISCO VPN client can be supported.

Q78 Where do the Telco PSTN circuits terminate? Are these all at a single location? Are they equally distributed between the Primary and Secondary datacenters? Do all circuits at each location(s) terminate in a centralized telco closet?

A78 The architecture of the current network and the propose network will greatly differ in order to eliminate single point of failure. All PRIs and T1’s used at any site will terminate at that site’s D Mark.

Q79 Section 2.2.2.3 mentions that remote sites require connectivity to ISDN PRI facilities. How many ISDN PRI’s are there at each remote location?

A79 Each remote site will have (1) PRI and each Plant may have (2) PRIs.

Q80 Who is responsible for the configuration of the LAN/WAN to support VoIP “Best Practices” (VLAN’s, QOS, etc.)?

A80 PGW will be responsible for the configuration of the LAN/WAN

Q81 Please clarify whether or not one proposal can offer multiple solutions (i.e. must a respondent pick either cloud, managed, or customer-owned solutions)?

A81 A vendor may submit more than one solution. The solutions, however, may not be mixed in the submission. Each solution must be documented separately, at no point can solution B refer to




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solution A for any information, pricing, etc.

Q82 The definition of “Managed Solution” as defined in section 2.2.1 defines ownership of said solution by proposer. “Customer Owned Solution” as described in section 2.2.1 does not mention managed services. Is it acceptable for a proposer to include managed services for a Customer Owned Solution?

A82 In section 2.2.1 managed services is defined as ownership to be retained by proposer whereas for a Customer Owned Solution PGW purchases the solution from the proposer

Q83 What email solution is in place today for PGW? A83 Exchange 2010

Q84 What Microsoft Lync licensing does PGW have in place today? (Basic, Enterprise, Plus)

A84 Enterprise

Q85 Is Microsoft Lync currently deployed, if so, what version, what workloads and modalities are used? (IM/P, conferencing, enterprise voice, etc)

A85 IM/P, some internal desktop sharing

Q86 Are there any other Lync integrations deployed to other communications solutions or business applications?

A86 No

Q87 PGW indicated that any proposed voice solution should support integration to Microsoft Lync. There are several integration options available for these solutions, each with their own unique costs, license requirements and functionality differences. Does PGW have any specific use cases defined which an integration to Lync should be provided?

A87 We would like to see pricing for IM&P, click to dial and softphone. Please list all 3 options individually as appropriate.

Q88 Beyond voice system integration, are there other systems which may benefit from Lync integration? (video, room or

A88 We would love to see options for video conferencing (optional)




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conferencing infrastructure)

Q89 Is paging thru the phones acceptable at Richmond and Passyunk plants, or is overhead paging required?

A89 Overhead paging is preferred

Q90 Are the call center phones required to have touch screen? Do the current data network switches provide power over Ethernet?

A90 The Call Center phones are not required to have touch screen. Yes.

Q91 Will all the trunking continue to be centralized at the Montgomery PBX? If not, how many trunks will be required at each location?

A91 Each remote site will have (1) PRI and each Plant may have (2) PRIs each

Q92 On attachment B1, what does “required # IP Phones connection mean? What type of connections?

A92 That is the number of data connections that PGW must provide.

Q93 May we contact the vendors of the adjunct call center solutions to ensure we are providing for the most efficient connectivity of these solutions? If so could PGW provide contact information?

A93 I do not feel comfortable asking the vendors of the adjunct call center solutions at PGW to speak with each possible proposer. May I suggest that you connect with your customer who has the adjunct call center solution connect to the system that you are proposing, or connect with the project manager or engineer in your organization who worked on the project.

Q94 As it relates to Virtual Hold, how many skills and splits is Virtual hold providing call backs for? How many priority splits/skills need to be programmed to support the virtual hold solution?

A94 As it relates to Virtual Hold, how many skills and splits is Virtual Hold providing for call backs the answer is 8; the number of priority skill is 8

Q95 I3 IVR, How are the ports programmed today to support A95 Each channel is configured as an agent and a station.




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routing to the I3 IVR?, Are they grouped as a skill or as individual extensions in a hunt group?

Q96 Does the I3 IVR transfer calls back to the call center and if so what is the method? Are these I3 IVR ports using an agent license out of the agent pool of 400?

A96 The IVR ports are currently using an agent license but going forward I do not expect this to be the case

Q97 Please provide details on the transfer method from the Aspect dialer to the Avaya voice server. How is the dialer connected, what stats are required and being displayed?

A97 The Aspect dialer is not connected to the Intuity voice mail system

Q98 There is a listing for 400 agent licenses, but only 188 agents listed in groups, can you provide a breakdown on how the remaining agent licenses are being used?

A98 Every channel on the line side T1s for IVR, UIP, Full Call Recording and IR.

Q99 Avaya IVR, how many ports are there and how many are in use for forms manager, customer satisfaction surveys?

A99 There are 94 ports which are configured as follows; 44 channels are for Expected Wait Time 9 channel are for Survey 30 channels are for Call Back Manager 12 channels are blank

Q100 Can PGW provide details on how these surveys are presented, opt in or agent transfer?

A100 At this time PGW does not conduct surveys

Q101 Given a defined timeframe for answers has not been determined would a possibility of an extension be considered?

A101 Answers to all questions will be provided promptly after the bidder’s mandatory pre-proposal telephone conference.

Q102 What Microsoft Lync licensing does PGW have in place today? (Basic, Enterprise, Plus)

A102 Enterprise




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Q103 Is Microsoft Lync currently deployed, if so, what version, what workloads and modalities are used? (IM/P, conferencing, enterprise voice, etc)

A103 IM&P, some internal desktop sharing

Q104 Are there any other Lync integrations deployed to other communications solutions or business applications?

A104 No

Q105 PGW indicated that any proposed voice solution should support integration to Microsoft Lync. There are several integration options available for these solutions, each with their own unique costs, license requirements and functionality differences. Does PGW have any specific use cases defined which an integration to Lync should be provided?

A105 We would like to see pricing for IM&P, click to dial and softphone. Please list all 3 options individually as appropriate.

Q106 Beyond voice system integration, are there other systems which may benefit from Lync integration? (video, room or conferencing infrastructure)

A106 We would love to see options for video conferencing (optional)

Q107 Is paging thru the phones acceptable at Richmond and Passyunk plants, or is overhead paging required?

A107 The current paging system allows Richmond and Passyunk Plant personnel to use their telephones to initiate the page. All Plant personnel hear the page via loud speakers and respond via their phones

Q108 Are the call center phones required to have touch screen? Do the current data network switches provide power over Ethernet?

A108 No, all of the Call Center phones are not required to have touch screens. The preference is to not have touch screens or softphones in the Call Center

Q109 Will all the trunking continue to be centralized at the Montgomery PBX? If not, how many trunks will be required

A109 Each remote site will have (1) PRI and each Plant may have (2) PRIs




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at each location?

Q110 On attachment B1, what does “required # IP Phones connection mean? What type of connections?

A110 This indicates that a data connection is in place

Q111 May we contact the vendors of the adjunct call center solutions to ensure we are providing for the most efficient connectivity of these solutions? If so could PGW provide contact information?

A111 I do not feel comfortable asking the vendors of the adjunct call center solutions at PGW to speak with each possible proposer. May I suggest that you connect with your customer who has the adjunct call center solution connect to the system that you are proposing, or connect with the project manager or engineer in your organization who worked on the project.

Q112 As it relates to Virtual Hold, how many skills and splits is Virtual hold providing call backs for? How many priority splits/skills need to be programmed to support the virtual hold solution?

A112 As it relates to Virtual Hold, how many skills and splits is Virtual Hold providing call backs for the answer is 8; the number of priority skill is 8

Q113 I3 IVR, How are the ports programmed today to support routing to the I3 IVR?, Are they grouped as a skill or as individual extensions in a hunt group?

A113 Each channel is configured as an agent and a station.

Q114 Does the I3 IVR transfer calls back to the call center and if so what is the method? Are these I3 IVR ports using an agent license out of the agent pool of 400?

A114 The IVR port are currently using an agent license but going forward I do not expect this to be the case

Q115 Please provide details on the transfer method from the Aspect dialer to the Avaya voice server. How is the dialer connected, what stats are required and being displayed?

A115 The Aspect Dialer is not connected to the Intuity Voice Mail system




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Q116 There is a listing for 400 agent licenses, but only 188 agents listed in groups, can you provide a breakdown on how the remaining agent licenses are being used?

A116 PGW is requesting that you include pricing for 300 agents rather than 400

Q117 Avaya IVR, how many ports are there and how many are in use for forms manager, customer satisfaction surveys?

A117 There are 94 ports which are configured as follows; 44 channels are for expected wait time 9 channel are for survey 30 channels for call back manager 12 channels are blank

Q118 Can PGW provide details on how these surveys are presented, opt in or agent transfer?

A118 PGW does not currently conduct customer satisfaction surveys

Q119 Given a defined timeframe for answers has not been determined would a possibility of an extension be considered?

A119 Answers to all questions will be provided promptly after the bidder’s mandatory pre-proposal telephone conference.

Q120 It states we are to provide stand alone systems for each location (Section 2.2.2.3) with 16 locations. There are 16 locations shown in Section 2.1.2.1 with the call center associated with the Montgomery complex with three locations: Administration, Operations and Fleet Operations. If each of these is to be a separate system, how many agents are to be allocated to each location/system?

A120 The system that is housed at the Montgomery Complex will support the Call Center, Administration building, Operations building and Fleet Operations building

Q121 Because we will be changing the integration of many of the applications from T-1 to IP, will we be provided with integration notes for your specific systems or may we have a contact to discuss the integration with these providers?

A121 This will be a part of the implementation discussion with the selected proposer.




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Q122 If these are stand alone systems, will all incoming traffic in the new environment still terminate at the Montgomery complex’s Operations Center?

A122 All incoming and outgoing local, long distance, international and 800 calls will terminate at each location

Q123 For the contact center, are there any supervisors? If so, how many and what locations?

A123 There are 12 supervisors in the Call Center which is located at the Montgomery Complex. However, the Collections, Commercial Resource Center, Dispute Resolution and Customer Review Unit also have supervisors

Q124 Can you provide quantity, type, and version of the Nuance components deployed with the Interactive IVR platform?

A124 Please be more specific

Q125 The RFP lists the following quantity of representatives: a. Call Center (130 reps) b. Collections (30 reps) c. Commercial Resource Center (8 reps) d. Customer Review Unit (2 reps) e. Dispute Resolution Unit (20 reps) f. Total: 190 reps Out of the 190 reps, how many will be logged into the proposed system simultaneously? In the call center(s), do the agents receive Screen Pop? If yes, please provide the integration specifications for the application with which it is integrated.

A125 All agents log in at all times PGW is requesting that the system is licensed for minimum 300 agents. PGW does not have screen POP




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Q126 When performing activities such as design, testing, training will the vendor be running separate sessions for the following groups? Groups: Call Center, Collections, Commercial Resource Center, Customer Review Unit, and Dispute Resolution Unit.

A126 The most productive approach for PGW is to have the Vice Presidents, Directors and Managers.

Q127 When performing activities such as user acceptance testing, will PGW have one team testing or will separate groups be responsible for testing? If separate groups, please specify how many groups.

A127 This is a topic that will be discussed in detailed with the selected proposer during the design sessions

Q128 The RFP States “3.1.1.6 Tab 6: Prior Work Examples. Provide examples of the following documentation:” It does not however include any documentation before the next section. Please clarify what the following documentation is referring to?”

A128 3.1.1.6 is to be disregarded

Q129 The RFP States “3.1.1.7 Tab 7: Completed Attachments D and I, and any other attachments required to be completed under the RFP.” Attachment D and I are listed as “PGWs WAN” and “IVR Configuration” respectively. Is the intent for the vendor to layer on top of these diagrams how the proposed system(s) will relate to the diagrams in Attachment D and I? What are the integration options with your Inova and paging systems?

A129 Correction; Proposer is to complete attachments N, O and P




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Q130 Can you provide a copy of your licensing file from the interactive IVR platform?

A130 PGW will not provide any copies of licensing files

Q131 What type of outbound dialing does your contact center do? Preview, predictive, agentless?

A131 At this time it is agentless however this is subject to change

Q132 How will you be leveraging Lync? Chat, Presence, … A132 The more the better, please list all available options for your system

Q133 Can you please provide the following traffic information; a. average talk time b. service levels (i.e. 90% of calls in :20 seconds) c. total calls into the center d. total calls terminating in IVR e. total calls terminating at agents

A133 average talk time = 3.5 mins per call service levels= 80% in 30 sec total calls into the center 111,994 for Oct 2013 total calls completed in the IVR 206,336 for Oct 2013

Q134 Can you please confirm the number and types of trunks terminating in the system; a. Call Center: 10 PRI’s b. Collections: 4 PRI’s c. ININ IVR: 5 T’s d. Aspect Dialer: 3 T’s e. Emergency: 1 PRI’s f. In to all remote locations: 2 PRI’s g. Out from all remote locations: 5T’s h. Telecommuters: In to all remote locations: 2 PRI’s i. Virtual Hold In to all remote locations: 3 T’s

A134 I confirm that the information provided in the RFP is correct.




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Q135 Would it be possible to get a copy of the call flows from your Avaya system?

A135 See attached

Q136 Do you perform screen recording? If so what percentage of calls are recorded?

A136 The Envision Full Time Recording application allows PGW to record a rep’s conversation as well as the screens that are being accessed. Each rep must have (5) quality checks per month.

Q137 Please confirm how trunking is terminated in the system; a. “All calling traffic -- incoming and outgoing -- for all locations is handled by either PRIs or T1s that terminate on DS1 cards in the Montgomery PBX. All incoming calling traffic is handled by PRIs provided by Verizon. All outgoing calling traffic is handled by T1s provided by AT&T. PGW’s voice network is as follows”… page 10 b. Information on page 24 indicates there is some local trunk terminations. Can you please confirm …”thus a land line PRI provided by Verizon for all local, long distance, international, and 800; incoming and outgoing calls will be installed at each remote site”…

A137 I confirm

Q138 In reference to Section 5.1.1. Would a vendor’s being a deployment, consulting and support organization for IP based Contact Center solutions, as well as a value added reseller of Interactive Intelligence Customer Interaction Center platform

A138 Joint responses are not permitted. If a vendor chooses to engage a VAR, the vendor will enter into the contract with PGW and will have all responsibility under the contract. If they subcontract certain obligations to a VAR, it will still remain the vendor’s




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(CIC) disqualify our proposal if another reseller of Interactive Intelligence participates in the bidding process?

contractual responsibility to provide all required services. PGW does not want to be involved in the vendor/VAR relationship.

Q139 How many users require Lync integration? Is the integration simply to identify presence of the phone or other?

A139 PGW will respond to this question in the second round of answers to be posted November 20, 2013.

Q140 Would a train-the-trainer training methodology be acceptable or are in person classes a requirement for all trainees?

A140 I prefer in person training

Q141 Dialer – do you run multiple concurrent campaigns or just one at a time?

A141 We run multiple concurrent campaigns

Q142 Is backend integration transactional web services-based? If not, please describe.

A142 Please provide additional information

Q143 What are the primary backend customer resource services (CRM, ERP?) How many are there?


Q144 Considering the listed speech resources, is the scope expectation to create a new Directed Dialog speech user interface?


Q145 Does referenced IVR Self Service application flow represent all self service functions? Is more detailed call flow information available?

A145 Please see attached

Q146 Are there any custom reporting requirements? A146 No

Q147 Is PGW looking for post-project launch 1) application support 2) Continuous Improvement and 3) change management





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services?

Q148 Please identify what, if any platforms you presently have that you would like to keep?

A148 All platforms listed under 2.1.2.10

Q149 Please identify which platforms MUST be replaced. A149 The platforms that must be replaced are; AVAYA Definity G3Rv11 Intuity Voice Mail System ACD EAS CMS IR

Q150 Call Recording – is trunk-side tap required or would station based recording be sufficient?

A150 PGW currently has trunk side recording, however after the VoIP installation is complete PGW will change to station side recording

Q151 Please state release of INOVA wallboard solution. A151 Lightlink 5.5

Q152 Paging – please confirm qty of Zones required for paging by building?

A152 PGW has one zone which covers the entire building

Q153 CTI – do you have some detail as to the applications to POP/functionality or is it PGW’s intention to re-use click2call

A153 I am confused this question appears to cover three different technologies The Envision Full Time Recording application allows PGW to record a rep’s conversation as well as the screens that are being accessed. Each rep must have (5) quality checks per month.




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PGW currently does not use screen POP CTI is a call detail application that allows PGW to capture call record information.

Q154 Please confirm the maximum concurrent agent count to be 190 vs the 400 licenses used today because of the line-side T1's?

A154 I concur

Q155 Outside of the sizing numbers already provided, do you have any maximum Calls Per Second metrics or requirements?

A155 No

Q156 Are there Sold To #s and LOAs available for us to pull information and reports.

A156 PGW will not provide to any proposer permission to present to AVAYA a request for PGW’s records

Q157 Per reading the RFP, it appears that this is a request for a premise based PBX Solution and/or Hosted PBX Solution. In the RFP it discusses the current voice & data network of PGW in relation to what is required from a PBX / Phone System perspective. However, is this RFP specifically requesting a quote to replace the current voice & data network (Meaning all the PRI’s, DID Numbers, Local & Long Distance Usage that is currently with Verizon & AT&T and/or the Verizon TLS Network that is in place today)?

A157 PGW is not requesting that you replace its current network. However, if you are proposing a hosted/cloud solution which is defined as the solution will NOT be located on PGW’s premise. PGW is requesting that the proposer include information what network facilities the proposer will use and what costs will PGW incur for its use of the proposers network.

Q158 If you are requesting pricing on your current voice services, we would like to know if your current contract for all of these voice services (with AT&T and Verizon) is expired or coming

A158 If changes may be required to any existing contracts PGW will address that issue with the appropriate vendor at the appropriate time.




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out of contract soon? If not, these services will have to be kept in place as is today, correct?

Q159 I’d like to formally request a three week extension on the due date of this RFP.

A159 Philadelphia Gas Works will take that into consideration.

Q160 You mentioned you are open to replacing the adjuncts? A160 Yes, we are not excluding that as a possibility.

Q161 Do you need the cost included? A161 Yes.

Q162 If any of the adjuncts are being replaced especially for the IVR, part of understanding that is understanding the applications that are running on it; what the business requirements of those applications are to make sure that those needs can be met as part of it.

A162 If you’ve signed the confidentiality agreement and have submitted it, then you should have received a package with attachments that lists everything that was part of this effort. Those attachments basically gave you displays on all of the adjuncts and exactly how they are connected to the PBX. One of those attachments was a call flow of the IVR.

Q163 Was the non-disclosure agreement posted on the website? A163 It was posted on the website as an attachment of the RFP. The RFP which was posted on the website included the non-disclosure agreement. The language on page 27 indicates that the agreement should have been signed and turned into PGW by 5:30 pm on Tuesday, November 5, 2013 and then you were given a copy of the attachments.

Q164 If that was not completed by that time, would that preclude us from responding to the bid?

A164 No, it does not. We tried to schedule enough in advance so you would have that information to review prior to the meeting.

Q165 With regard to the IVR, is there interest in a redesign of the IVR and connected to that, is your objective to eliminate the

A165 The scope of the RFP does not preclude the replacement of the IVR, and we are not saying that it must be replaced. If that is




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third party infrastructure? something your company wants to explore, you can include that in your response as a pricing option. We are not saying you have to do one of two things; provide us with a new IVR, or use the one that we have, but we must have an IVR. If you believe that you can provide a solution that is more cost efficient to PGW than building an interface, than that is something we would consider.

Q166 Should it be more focused on whether the IVR could be better or whether the IVR is sufficient for today’s operation?

A166 The IVR that we have today is up to date as far as version is concerned. It is serving us well as far as the functionality is concerned, so we don’t have any problems with it. I’m not saying to anyone that you have to use the IVR that we have today.

Q167 You said that you were open to any phones? There was a mention in the RFP about touch tone screens?

A167 One of the questions that was submitted was do we have to have touch screens for everybody. The suggestion was that giving touch screens to all PGW personnel makes the RFP much more expensive and I understand that. No, we don’t have to have touch for everybody. That is something PGW will have to discuss amongst ourselves. How many of the phones have to be touch screen.

Q168 Will you accept cell phones? A168 Not for the Call Center.

Q169 Is your virtual hold infrastructure up to date as well? A169 Yes.

Q170 Will you accept two different solutions from the same proposer?

A170 Yes we are. The only thing we ask is that each solution stand alone. I don’t want Solution B referring back to Solution A for pricing, features or functionality, anything of that nature. I want to be able to address each solution separately.




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Q171 In the selection process, will you be down selecting to a few solutions?

A171 Yes, we are going to evaluate all of the responses, and then we will most likely have 3 or 4 finalists. Those finalists will be asked to give at least 2 presentations, one on the system and one on the Call Center Solution. We would like to have a site visit with a company that is comparable to PGW as far as the size of the system and with the same features and functionalities that we are looking for.

Q172 What does the time line look like that extends past the additional review phases?

A172 We probably will not start the presentations until January.

Q173 Will you make a selection by the end of Q1 or Q2? A173 Likely Q1, early Q2.

Q173 Could you elaborate on the meaning on 5.1.1 Disqualification of Proposers, how am I to understand or interpret that requirement?

A173 This is intended to keep one entity from submitting multiple proposals under different names. If you have a proposal, please give us your proposal. If you are going to propose under multiple different types of solutions, please submit that within one proposal, please break out the different solutions you are offering. That is what it’s meant to avoid, one entity submitting multiple proposals under different names so that it’s not clear to PGW that we are actually talking about one entity.

Q175 Let me be clear, there is a line that says under the same or different names, so unless I’m reading it incorrectly it does imply that you wouldn’t accept different proposals from the same named vendor?

A175 Why would you be interested in submitting multiple proposals under a different name?

Q176 Under the same company name I may want to propose a A176 You can submit one proposal that has proposals for each of the




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hosted solution and a premise based solution. different solution types that PGW is asking for. It can be one proposal with different options.

Q177 That’s in regard to the entity that is actually providing the solution, not the manufacturer?

A177 That’s correct.

Q178 When do you expect to have responses back to the questions? A178 The responses to the questions should be posted to the website by close of business Tuesday, November 12, 2013.

Q179 Are you taking follow-up questions after today’s meeting? A179 Yes, they can be sent to the buyer, [email protected]

Q180 If the Confidentiality Agreement wasn’t signed by November 5, do you still want it, and if we didn’t submit questions because we were going to ask them here, how are you going to have any information delivered to us?

A180 Please send your signed Confidentiality Agreement to [email protected].

Q181 Can you describe requirements of day one support after the project? Is that part of scope in providing services or will that change support or technical support of the applications? Would you consider that in scope?

A181 Absolutely. That’s part of maintenance. Naturally, we’d want to know how you plan to maintain your solution from cradle to grave. PGW keep it’s solutions for a long time. The system was installed in 1999.

Q182 What about moves, ads and changes inside the building? A182 We will do moves, adds and changes inside the building. Vendors would be more application oriented, changes in routing, changes in self-service, adding menus to the IVR, etc. It will depend upon what you have in mind. For example there are some things that we will take care of and some things that the vendor will do; there is no clear line, it will be on a case by case basis and we are expecting the vendor to work with us in defining what you will do versus




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what we will do as it comes up. Typically we would like to see different options if you have different levels of support so we can compare apples to apples.

Q183 Because of the short time period on the Q&A portion, would PGW consider extending the time frame for new questions? Based on what I’m hearing this has been locked down already and there will be one more day for follow-up questions, but who’s to say I won’t have a question in 3 days?

A183 PGW will take that into consideration.

Q184 If we do not have a specific referenced customer to one of your particular third party adjunct products, is it allowable to substitute another similar third party interface, like another vendors dialer, or do we have to replace?

A184 PGW wants to determine as close as possible the proposer’s experience with each adjunct system/application under 2.1.2.10. It is very important that the proposer limit their response to the exact model as stated under 2.1.2.10 and as close to the version as possible.

Documents

Voice Over IP Management Solution RFP # 28120 Part One - … · 2013-11-20 · PHILADELPHIA GAS WORKS Voice Over IP Management Solution RFP # 28120 Part One - Questions & Answers