Telephony Services

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                "description": "1. Landlines The proposal should be for services commencing on 21 March 2018 and finishing on 20 March 2020 with a possible extension for a further two years and include the following: - 34 lines which are detailed in the attached spreadsheet: - 7 are ADSL lines (one shared as a phone line) - 4 are covered by Redcare which requires a BT or BT compliant line. - 7 require level 1 care, 8 require level 4 care and the remainder require level 2 care - One number has 10 channels which support 43 DDI numbers including 1 fax line and 2 Streamline lines - Current phone numbers to be maintained - A full maintenance package to be provided on all lines, including public holiday and out of hours cover. Our current phone system runs on an Avaya IP500 CCU. Suppliers should confirm that this system is suitable or, if not, suggest alternatives including costings. AHA has an aspiration to move to VOIP. Suppliers should set out how this would be achieved and the costs involved and advise on whether this should be in place for the start of the contract, or be introduced during the contract. 2. Monitoring Call monitoring software should be able to: - Monitor up to ten agents - Record the number of calls - Record the number of lost calls (with the ability to set a time threshold below which it is not counted as a call) - Record the number of agents logged on and what their 'status' was at any given time - Record answer times (Minimum, maximum and average and number answered within target) - Further investigate any of the above, should the need arise - Format this data in a presentable way for the purposes of tracking trends (e.g. graphs, pie charts etc) easily - ideally without having to, but still being able to, export the data into excel and manipulate it as required. - Readily review historical call data for the purpose of tracking trends - Manager to be able to monitor performance and answer calls as agent at the same time. - Agents to select a variety of statuses depending on their delegated task and to be able to create bespoke status settings to allow agents statuses to be reviewed. The ability to set each status with different call receiving priorities. Service and training should be available during AHA opening hours as set out in section A. AHA does not currently record calls and has no immediate plans to introduce this. We would however want this functionality to be available",
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