Telephony Services

The Vendor is required to provide Direct Routing (Cloud Voice) to agency Microsoft Teams tenant as well as dedicated Session Initiation Protocol (SIP) trunks for Public Switched Telephone Network (PSTN) connectivity.
- The high-level technical architecture of your Microsoft Teams direct routing solution and include high-level diagrams to illustrate design and setup.
- Provide your outline support model with Microsoft in the event of issues with Microsoft Teams Direct Routing.
- The call experience for the next caller above the channel limit.
- Disaster Recovery Plan (DRO) and when it was last successfully tested. This should include details on how quickly they can switch to their DR site location.
- Users via self-service portal can change their location or is an administrator to execute the location change.
- This may include but is not limited to capabilities such as music while on hold, ring back or text to speech greetings.