Telephony Phone System

The Vendor is required to provide telephony phone system unified communications as a service (ucaas) solution.
- Core telephony features
• Voicemail
• Voicemail-to-email delivery in the form of an audio file or transcription
• Remote access
• Multi-device access
• Hunt groups
• Queued calls
• No answer call flow
• Hunt pilot masking
• Agent login and logout
• Call handlers (auto attendants)
• Separate greetings for standard/closed/holiday/alternate
• Caller input can transfer to an external number off the sip trunk
• Custom greetings from audio files or text-to-speech
• Shared line appearances (multiple phones assigned the same tn)
• 3-way calling
• Intercom functionality
• Speed dial functions
• 4 or 5 digits dialing for extensions
• Press 0 for operator speed dial
• Call forwarding (including external numbers that are not present on the sip connection)
• Caller id – display caller name/location (central scheduling)
• Masking for external calls
• Softphone
• Desktop app and mobile app
- System features and configurations
• Schedules (standard, holidays, and weekends)
• Custom music on hold
• Translation patterns
• Electronic fax integration
• Web interface is required
• Supports t.38 and g.711
• Reporting
• Role permissions to delegate to users via active directory
• E911 compliance
• Independence from university main campus telephony systems
• On-prem sip trunking retained with upgraded edge/network equipment
- Desired features:
1. User and administrative enhancements
• Role-based administration
• Limited access for call handler schedule management
• User self-service
• Pin management
• Voicemail ability to run reports
• Ability to adjust/block spam calls
• Softphone support (desktop and mobile clients)
2. Advanced communication features
• Voicemail transcription
• Live AI-based language translation for calls
• Call recording (on-demand and automatic)
• Call recordings need to be accessible from it administrators
• Call recordings need to be discoverable via query
• 150 total need to be recorded
3. 24/7/365 phone support (SLAs to be provided by vendor)
4. Reporting and analytics
• Call volume reporting (per user and per number)
• Abandoned call tracking
• Missed call and voicemail metrics
• Agent login and activity statistics
• Cradle to grave for a call's routes and duration
• Auto-attendant statistics (volume of caller input selections)
• Hunt group statistics (average wait time, volume of abandoned calls, volume of calls received)
5. Reliability and redundancy
• High availability architecture
• Geographic or cloud-based redundancy
• Failover capabilities for sip services via center cube in the event of one or multiple center failing
• Internal call functionality during internet outage.