The Vendor is required to provide services has conducted unemployment benefit legal hearings and proceedings utilizing a telephonic conferencing service.
- The current services are not meeting the needs of the Agency; therefore requiring re-procurement of these services.
- These hearings can last several hours per conference call and require multiple participants per room to utilize the services simultaneously.
- The needed services:
• The service must be able to be used as a call-in, where the participants call a toll-free number, or call out method, where the business will use the service to call the conference participants.
• Thirty (30) telephonic conference rooms per day are required, with the ability of the agency and participants to access the conference as early as 6:00 a.m. central time and as late as 7:00 p.m. central time and be available for use during the week and on weekends.
• There cannot be a limit on the number of calls recorded each day nor there a limit on the time duration for recording any specific call.
• All 30 conference rooms shall have the ability to operate simultaneously as independent conference rooms, with the ability to have an unlimited number of participants per conference room.
• All calls in the conference rooms shall be recorded for the duration of the conference call, and contractor shall maintain digital recordings for five years from the date of the recording.
• Recording shall be stored in a manner the agency can download as needed in a standard digital format requested by the agency.
• If the service is used as a call-in service, each conference shall be accessible by a state’s toll-free telephone number.
• If the service is used as a call-in service, each conference requires a unique pin for each conference.
• The pin will be generated by the business, and the pins for multiple conferences must be easily upload able to the system end masse.
• If the service is used as a call-out service, the service must be able to display the business-supplied caller id information.
• Each conference room shall have the ability for the host to allow, deny, and verify the participant’s identity a participant prior to entering the conference call.
• Each conference room shall have the ability to utilize a “call-out” function to add participants utilizing local and long-distance landlines and cellular services within the continental states.
• Each conference room shall have the ability to utilize a “call-out” function to add participants utilizing local and long-distance landlines and cellular services within the continental states.
• Each conference shall have the ability to mute/unmute, place/release participants on/from hold, disconnect participants, and lock/unlock the conference as needed.
• The teleconference service shall provide a report at the end of each conference call to the host that includes, but not limited to: date of call, duration of call, start and end time for each party to the call, and phone numbers of participants.
• Teleconference services shall maintain a minimum of 97% uptime for the purposes of eliminating instances where scheduled conferences need to be cancelled or rescheduled due to system maintenance or failures.
• Customer support is required and shall be responsive to resolving issues for the conference rooms, should they arise.
• The teleconference service shall provide managerial reports that list length of time a participant is on a call and average time participants are on calls.