PA State Police PICS Telephony Solution Requirements SPR # software included in

Transcription

1 1.01 The PICS telephony solution shall include a PBX, IVR, and ACD. General 5 Yes Yes The PICS telephony solution shall be able to accommodate at least automated approvals per hour. General 5 Yes The PICS telephony solution shall be able to transfer callers to a 1.03 PICS agent. General 5 Yes Yes The PICS telephony solution shall be able to send the information Yes - SPPS screen pop entered by the caller so it can be viewed on the agents display software included in 1.04 screen. General 5 proposal The PICS telephony solution shall include an ACD to handle call 1.05 distribution. General 5 Yes The PICS telephony solution shall be operational between the 1.06 hours of 8 AM and 10 PM Eastern. General 5 Yes The PICS telephony solution shall automatically make the PICS 1.07 agent "available" to take calls after the current call has ended. General 5 Yes The PICS telephony solution shall allow supervisors and designated staff to quickly and efficiently turn the system on each 1.08 morning, and turn it off each night. General 5 Yes The PICS telephony solution shall automatically change the PICS IVR message to the appropriate message according to if the 1.09 system is turned on or off. General 5 Yes The PICS telephony solution shall allow supervisors and designated staff to temporarily shut the system down during business hours, in case of technical difficulties or fire 1.10 drill/emergencies. General 5 Yes The PICS telephony solution shall automatically change the outgoing message on the IVR, like it does now in the current system, when the system is shut down during business hours for 1.11 technical difficulties/emergencies. General 5 Yes Yes The PICS telephony solution shall allow the system to be shut down and brought back up as many times as needed, quickly and 1.12 efficiently, throughout the business day. General 5 Yes The IVR shall have a message with the contact # and hours of the 1.13 Firearm Compliance Unit. General 5 Yes The PICS telephony solution shall communicate with the PICS 2.01 application on the mainframe. Mainframe 5 Yes The PICS telephony solution shall communicate with the PICS mainframe application to pass updates to dealer numbers and 2.02 PINs. Mainframe 5 Yes The PICS telephony solution shall be able to validate Dealer/Sheriff 3.01 ID and password. Dealer interaction 5 Yes The PICS telephony solution shall have an option for the dealer to 3.02 change his PIN through the IVR system. Dealer interaction 5 Yes The PICS telephony solution shall permit the Dealer/Sheriff to enter 3.03 the buyers drivers license number. Dealer interaction 5 Yes The PICS telephony solution shall send the driver s license number 3.04 to Pennsylvania Department of Transportation (PennDOT) Dealer interaction 5 Yes The PICS telephony solution shall accept data from PennDOT regarding the verification of the number and returns name, date of 3.05 birth, and social security number. Dealer interaction 5 Yes What is the average Call / Transaction time? As long as it is less than 5 min per call the system can do it based on 46 concurrent calls. Curently, automated approvals average ~ < 3minutes. Page 1 of 5

2 The PICS telephony solution shall provide the name, date of birth, and last four digits of the social security number to the 3.06 Dealer/Sheriff and ask if it is correct. Dealer interaction 5 Yes The PICS telephony solution shall accept confirmation from the Dealer/Sheriff if the name, date of birth, and social security number 3.07 are correct or not. Dealer interaction 5 Yes If the dealer verifies that the name, date of birth and social security number are correct, then the PICS telephony solution shall forward 3.08 the information to the mainframe to perform the background check. Dealer interaction 5 Yes If the name, date of birth, and social security number provided to the caller is not correct, the PICS telephony solution shall transfer 3.09 the Dealer/Sheriff to an operator. Dealer interaction 5 Yes The PICS telephony solution shall be able to accept a "No Hit" response from the mainframe, if the mainframe has determined from the database responses that the background check result is a 3.10 "No Hit". Dealer interaction 5 Yes If the PICS telephony solution receives a No Hit message, the PICS telephony solution shall generate a unique approval number 3.11 for the transaction. Dealer interaction 5 Yes If the PICS telephony solution has generated an approval number, the PICS telephony solution informs the dealer/sheriff that the sale/transfer/license has been approved and provides the approval 3.12 number. Dealer interaction 5 Yes The PICS telephony solution shall permit the Dealer/Sheriff to either begin another background check or end the call after an 3.13 approval number has been received. Dealer interaction 5 Yes 3.14 operator if a rotary phone is detected. Dealer interaction 5 Yes - time out 3.15 operator if a "Hit" message is received from the mainframe. Dealer interaction 5 Yes 3.16 operator if the mainframe did not receive all database responses. Dealer interaction 5 Yes 3.17 operator if the buyer does not have a Pennsylvania drivers license. Dealer interaction 5 Yes operator if the Name, date of birth, or social security number 3.18 returned from PennDOT is determined to not be correct. Dealer interaction 5 Yes 3.19 operator if the Dealer/Sheriff entered an incorrect ID and password. Dealer interaction 5 Yes The IVR shall provide an option for the dealer or sheriff to leave a 3.2 voic . Dealer interaction 5 Yes - When The IVR shall provide a pending option for the dealer or sheriff to 3.21 call in on a check that has already been initiated. Dealer interaction 5 Yes Currently, Option 6 on the Call Menu is selected when the caller wants to leave a voic . As long as the option is provided in the new system, it does not matter if it is "Option 6", per se. Nancy 4.01 The PICS telephony solution shall provide reporting capabilities. Reporting 5 Yes Page 2 of 5

3 Reporting shall capture call statistics from the time a call is initiated 4.02 to the time it is completed. Reporting 5 Yes Reporting shall capture the Operator ID and transaction date/time 4.03 for a given transaction ID (Transaction Lookup report). Reporting 5 Yes - custom IVR report Reporting shall be able to List all the calls for a given Operator_ID and a date. It shall display the transaction ID, transaction 4.04 date/time, and the Dealer ID. (Call List by Operator report) Reporting 5 Yes Reporting shall be able to list all the calls by a dealer for a given day. It shall display the Dealer ID and Start date/time. (Calls by 4.05 Dealer report) Reporting 5 Yes Reporting shall be able to display the dealer ID, dealer password, 4.06 and dealer PIN for a given dealer ID. (Dealer Query) Reporting 5 Yes Reporting shall be able to display call information with the following data based on PICS Transaction Number: transaction ID, message key, ANI, transaction type, dealer ID, dealer PIN, start date/time (Transaction query) y Reporting 5 Yes 4.08 displays the following: Do you want the PIN to be visible? YES, the report should display the Dealer Number, Password and PIN for a given Dealer number. Nancy Total Calls- Total number of calls for the day Cradle to Grave Average Total Call Time - Average call time for the total number of calls Transfer to an Operator due to DB Denial Transfer to an Operator due to Rotary or Timeout- Calculated as Total Calls-Immediate Approvals Transfer to an Operator due to DB Denial. Percentage of Approved Calls- Calculated as the percent of the Total Calls that are Immediate Approvals. YES Gun Purchase / Transfer- Transaction_Type = =1. License to Carry- Transaction_Type = =2. Pending Checks Transfer- Transaction_Type = =3. Hang Up / Incomplete / Rotary- Rotary: Calls are marked Rotary if timeout is reached Reporting The PICS telephony solution shall be redundant. Architecture 5 Yes Yes We understand the IVR is to be virtualized - so it should be resiliant by default. Page 3 of 5

4 The PICS telephony solution/acd system shall be architected in physical hardware located at PSP Department Headquarters or on 5.02 virtual servers located at the Enterprise Server Farm. Architecture 4 Yes Encryption is required on any data components contained outside 5.03 of the PSP network. Architecture 5 Yes - SSL Yes - testing based on Test and production environments are required for the PICS 5.04 telephony solution. Architecture DNIS - not separate 5 equipment The PICS telephony solution shall contain dealer information 6.01 (dealer ID, dealer PIN, dealer password). Database 5 Yes Automated purge routines shall be developed to groom the 6.02 database based on retention rules. Database 5 Yes Automated purge routines shall be configurable by Commonwealth 6.03 staff. Database 5 Yes Applicant information must be automatically purged from the 6.04 telephony system on a daily basis. Database 5 Yes The PICS telephony system automated purge routines shall be able to be configured to perform the following: Every 13 months the approvals are moved from the Transaction table to the Approval table and the denials are moved to the Denial Table, where they are held for 6yrs before moving into archive for an 6.05 additional 13yrs. Database 5 Yes A centralized database solution is desired for the PICS telephony 6.06 solution. Database 4 Yes The PICS telephony solution shall contain daily aggregated 6.07 statistics required by the reporting requirements. Database 5 Yes The vendor shall deliver a data dictionary that that outlines the business definition of all tables and columns within the database. Each table is defined by its name, columns (including data type, length, fixed or variable length, valid values, default values and nullable), primary key, foreign key, and business definition for every 6.08 table and column. Database 5 Yes - Custom IVR Tables The server will be virtualized on our equipment at our Enterprise Server Farm (ESF) [a hosted solution would be considered if Do you want the equipment Virtualized on your appropriate]. There is a 50 Mb gear or would you prefer a stand alone VM connection between Department system from us? Please provide the connection Headquarters (DHQ) and ESF. type and speed between the two sites? If a A network diagram is being network diogram is available for the sites and developed and will be forwarded networks involved it would be helpful. when complete. Is there any desire for a remote agent solution? Staff working from home or alternate locations. At this time for #48 we don t have a requirement for remote access. This is only for the IVR component. We want a test and Are you requesting Separate systems? There production database. We want are three major componants to the "SYSTEM" the test environment to connect (1) Mitel MN3300 Controllers, (2) The 6110 to the development mainframe ACD Management System, & The IVR System. and production environment to Together they make up the PICS solution. We connect to the production are able to test without two physical systems. mainframe. This is Mainframe. Not part of the IVR solution. Janice/OA Jerry Britton /Sherry/Ed Sherry The vendor shall migrate dealer and stat data. The vendor will do 6.09 the load of the data. PSP will support the unload of the data. Database 5 Yes Page 4 of 5

5 The vendor shall follow OA/ESF Database Design Standards which Not sure what 59 really has to do with us because we will not be writing SP or doing anything to their database. They will be supplying that to us. And our database is proprietary and they do not have access to that so our database internal to us will not be includes Naming Standards, Stored Procedure Standards and 6.10 SSIS Standards. Database Please provide the 5 standards in soft copy following these procedures nor do they need to. Attached as separate documents. Sherry 7.01 The PICS telephony solution shall have voic ability. Telephony 5 Yes PBX - IVR is configured How many calls do you want to take Same as current configuration The PICS telephony solution shall be capable of supporting a with 2 T1 - can be concurrently? Current system has 2 PRI do you okay-2 T1 as long as PICS is not 7.02 minimum of 3 PRI/T1. Telephony 5 expanded up to 4 intend to add more? aware of any BUSY Shelia/Ed Shiner The PICS telephony solution shall be capable of tracking all calls, to and from, length of calls, line errors, etc and remote web access 7.03 to view call processing and run reports on call traffic. Telephony 5 Yes Yes The PICS telephony solution shall have the capability for a supervisor to monitor an agent remotely or directly next to an agent 7.04 (for training purposes) regardless of logon status. Telephony 5 Yes - Several options The PICS telephony solution shall have the ability to announce to caller - pre-set announcements and real time changes and 7.05 activation. Telephony 5 Yes The PICS telephony solution shall include remote 24/7 monitoring 7.06 of system provided. Telephony 5 Yes Yes The PICS telephony solution shall include 24/7 response to 7.07 outages that effect the ability to accept and process calls. Telephony Available - Premium Support Contract 5 required Available - Premium Support Contract required The PICS telephony solution shall have the ability to support a minimum of 45 2-line phones/appearances for staff and agents - 1 line for access/login of ACD and the 2nd line for local/direct calling, 8 of the phones will have voic on local line number, 1 phone 7.08 for ITG (super set), headset capable. Telephony 5 Yes The PICS telephony solution shall have the ability to support the 7.09 use of headsets. Telephony 5 Yes The PICS telephony solution shall have the ability to support a 7.10 minimum of (9) nine supervisors and (55) agents. Telephony 5 Yes The PICS telephony solution shall provide an alert system that 7.11 indicates numbers of calls in queue. Telephony 5 Yes The PICS telephony solution shall include end-user and system 7.12 administration training. Telephony 5 Yes What is the actual quantity of Phone set's required? How many would be considered spares? When you exclude the secretarial staff & the Corporal - do they not work off the system - they do not use a Mitel set? Corded or Wireless? Do you want them included? How Many? How many users do we need to Supply - configure? Agents? Supervisors? Response: 30 operator workstations (not including secretarial staff or the corporal). 9 supervisor phones. Spares: 5 Operator sets Corded headsets with ability to have trainer connect in at the same time. (9) nine supervisors and (55) agents Shelia/Ed Shiner Page 5 of 5