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IP Telephony and Contact Center RFP

Request for Proposal Frame Agreement for IP Telephony and Contact Center

The information contained herein is the property of TRUE and is provided on condition that it will not be reproduced, copied, lent or disclosed, directly or indirectly, nor used for any purpose other than that for which it was specifically furnished. Any copyright included within this document shall remain at all time the sole property of TRUE, Thailand

Author Category Division Department

Sanphasak Nitinthorn Specification Telephony System Control Customer Management / Technical & Infrastructure Confidential

Confidential Status Document Reference Document Revision

1.0

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IP Telephony and Contact Center RFP

Document Control
Document Release History Version 0.1 0.2 1.0 Changes/Updates Initial draft Initial Final Revised Final Prepared by Suriya Sanboriboonsuk Sanphasak Nitinthorn Sanphasak Nitinthorn Released Date Oct 31,2012 Nov 28, 2012 Dec 14, 2012

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IP Telephony and Contact Center RFP

Approval and Responses


Approved by Sanphasak Nitinthorn Position Assistant Director Telephony System Control Acting Deputy Director Technical & Infrastructure Director Customer Management ( / / ) Signature & Date

Wilai Taseethong

Oranuj Khunvasi

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IP Telephony and Contact Center RFP

Distribution List Name


Vatcharakong Phattharakritthikhun Suriya Sanboriboonsuk Sanphasak Nitinthorn

Position
IT Specialist Telephony Development & Platform Manager Telephony Operation Assistant Director Telephony System Control

Schedule
RFP Issue Period: Proposal Submission Period: Bidder Presentation & Clarification Period: Selection Period: 1st week of December 2012 3rd week of January 2013 4th week of January 2013 February 2013 - March 2013

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IP Telephony and Contact Center RFP

Table of Content
1. 2. 3. 4. 5. 6. 7. 8. 9. INTRODUCTION ................................................................................... 4 PUBLICITY ........................................................................................... 4 BIDDER'S RESPONSIBILITY ............................................................... 4 SCOPE OF WORK................................................................................ 5 DEFINITIONS........................................................................................ 5 LANGUAGE OF THE PROPOSAL ....................................................... 6 STATEMENT OF COMPLIANCE .......................................................... 6 REQUIREMENTS.................................................................................. 7 PROJECT STRUCTURE....................................................................... 9

10. WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND TECHNICAL SUPPORT ................................................................................ 9 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. OWNERSHIP AND RISK OF LOSS.................................................... 10 INSURANCE ....................................................................................... 10 UNDUE INFLUENCE .......................................................................... 11 RIGHT OF CHANGES ........................................................................ 11 NOTIFICATION OF AWARD .............................................................. 11 RIGHT TO ACCEPT OR REJECT ANY OR ALL PROPOSALS ......... 12 COST OF PROPOSAL PREPARATION AND SUBMISSION ............. 12 COMMERCIAL TERMS ...................................................................... 12 PROPOSAL SUBMISSION ................................................................. 14 ANNEX 1: STATEMENT OF COMPLIANCE ...................................... 15

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1.

INTRODUCTION
This document specifies the proposals required from suppliers for the provision of Call Center Telephony System for True Corporation. True Corporation is looking to find the supplier to propose the new telephony system with high reliability or expand the existing system for Harbor Mall Chonburi and CP Land Khon Kaen site. In case of the new telephony system with the high reliability must be integrated seamlessly with the existing telephony system (Avaya) as if of the same single system and functions are similar or better than the existing telephony system. The new telephony system with high reliability must serve BCP (Business Continuity Plan) and able to recover system quickly if the system go down or the system failure. To have a better understanding of the requirements to support True others projects are also included into this RFP. Therefore this RFP will consist of the following separately funded projects: 1.1 1.2 1.3 1.4 Chonburi Site (Harbor Mall) 650 seats. Khon Kaen Site (CP Land) 900 seats CTI upgrade/replacement 1,700 concurrent licenses IVR Intervoice IQ Talk 3.x replacement 45 E1s supporting Fax, VXML 2.x and VXML 3.x. 1.5 Conversion of TDM Trunks 200 E1s to SIP for trunks related to CM which will enable True to perform Intelligent Customer Routing (ICR). Note: To have even a bigger pictures of True direction there are additional project that are in the work plan such as: 2.1 Predictive Dialer of 500 ports. 2.2 Speech enable project. 2.3 Nice Interaction Analytic 2.4 Voice biometric for authentication and verification 2.5 Voice recording deployment of 700 ports 2.6 Screen capture project

2.

PUBLICITY
The Bidder shall not implement the solution without the prior written consent of the Purchaser advertise or publicly announce that they are undertaking any work for the Purchaser. The Bidder shall not disclose details of this RFP or any information provided to them by or on behalf of the Purchaser.

3.

BIDDER'S RESPONSIBILITY
3.1. The Bidder has full responsibility to propose the best or appropriate solution which fit the Purchasers requirements as stated in this RFP. If any requirement is found to be impractical or deficient in anyway, the Bidder shall propose own detail of solution as deemed appropriate. 3.2. The Bidder may propose to use Bidders for portions of the work in this RFP. The proposed Bidders with company profiles and experiences shall be

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submitted with the Proposal and subject to approval by the Purchaser. The Purchaser reserves the right to accept or reject the proposed Bidders. 3.3. The Bidder shall remain full responsibility to the Purchaser for the work performed by Bidders.

4.

SCOPE OF WORK
This RFP is intended to specify requirements for Contact Center solutions. The response to the RFP shall include the compliance statement to Annex 1 onwards. In order to provide the better understanding, the Bidder shall include the overall picture, product description, feature lists, project plan of the Contact Center solutions. The Bidder shall provide system to support multiple business units which include True Move, Real Move, True Online, True Vision etc. with estimated price for the total of the solution and price breakdown. However, in the response, it shall be proposed the solution and/or provide the information which may not be specified in this document, but it is vital to be notified the Purchaser for the future services in term of flexibility, expansion, standardization, technology roadmap and market trend.

5.

DEFINITIONS
API ACD ANI CDR CLI CTI DID DNIS DR GUI FCR IVR IP ISDN NMS PBX RFC RFP SIP Application Programming Interface Automatic Call Distribution Automatic Number Identification Call Detail Record Calling Line Identification Computer Telephony Integration Direct Inward Dialing Dialed Number Identification Service Disaster Recovery Graphics User Interface First Call Resolution Interactive Voice Response Internet Protocol Integrated Services Digital Network Network Management System Private Branch Exchange Request for Comments Request For Proposal Session Internet Protocol

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SMS SMTP SNMP

Short Message Services Simple Mail Transfer Protocol Simple Network Management Protocol

6.

LANGUAGE OF THE PROPOSAL


The Proposal, as well as the accompanying documents shall be in English.

7.

STATEMENT OF COMPLIANCE
7.1. It is mandatory that the Bidder shall submit a Statement of Compliance to Purchaser. 7.2. The Bidder shall respond to all specified commercial and technical requirements. 7.3. In the Statement of Compliance the Bidder shall clearly state either; (A) Meet the requirements of the RFP fully, and the reason; (Full Compliance or FC). If Full Compliance identify whether the proposed solution meet the requirements without any additional cost (B) Meet the requirements of the RFP partially or by an alternative, but similar solution and the reason thereof; (Partial Compliance or PC) (C) Cannot meet the requirements of the RFP, and the reason why not; (Not Compliance or NC) (D) Require development to meet the requirements of the RFP and the reason thereof; (Required Development or RD) 7.4. The Purchaser reserves the right to presume non compliance for t he item that lacks sufficient clarification. 7.5. Where appropriate the Bidder shall state the intended method of achieving the specified requirements by providing all technical information, diagrams and drawings.

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8.

REQUIREMENTS The Existing System Diagram

Contact Center Configuration Summary The existing system


Physical Interface Connectivity TCP/IP TCP/IP TCP/IP TCP/IP TCP/IP TCP/IP

System PABX ACD ACD Reporting

Brand Avaya Communication Manager Avaya Avaya CMS NICE

Version 5.2.1 5.2.1 16.3 3 and 4.1 3.12.5 7.0.4

User Licenses 9500 5400 5400 agent seats/240 sups NP 3 1068, NP4.1 430 1949 1500

Note High Availability High Availability High Availability NP 3 is In the process of upgrading to NP 4.1 Maybe upgrade to 4.x or replace with other WFM product

Voice Recording Work Force Management CTI Softphone IEX Avaya

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The New Requirements

Contact Center Configuration Summary The New Requirement


System PABX ACD ACD Reporting Brand NA NA NA Version NA NA NA Physical InterafaceConnectivity TCP/IP TCP/IP TCP/IP User Licenses 9500 5400 1700 agent seats/240 sups Note High Availability High Availability High Availability

Locations Tayan Building (True Tower 2)


Tayan building is the main site which all of Avaya servers, the existing adjunct and other thirty party servers located. True Corp needs to make sure that it works well and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products such as CTI, Voice recording, PDS etc..

CP Tower 2 (Fortune)
CP2 Tower 2 is the agents in Bangkok. Center). True Corp simultaneously with adjuncts products. second site which supports 30% of customer management It is also the main site for True Touch (Outsource Call needs to make sure that it should work and integrated Avaya Communication Manager 5.2.1 and the existing

True Tower
True Tower is non CM users such as Network Operation Center team that support least line customer, True IT help desk, True marketing research team etc. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

Ital Thai Tower


Ital Thai Tower is CM that support 1177 service. True Corp needs to make sure that it should work and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

Tipco Tower
Tipco Tower is CM True Vision call center that support paid TV. True have planned to decommission this site around midyear of 2013. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

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Mahanakorn Gypsum Building


Mahanakorn Gypsum Building is CM True Move, Real Move (TMV-H). True have planned to decommission this site around midyear of 2013. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

Harbor Mall (Sriracha, Chonburi)


Harbor Mall is the active and DR (Disaster Recovery) site, telephony server and ACD server this site will take over all sites instead of the main telephony and the main ACD. Total seats capacity for this site is 650 seats.

Khon Kaen
This site is scheduled to be completed by April 2013. Total seats capacity for this site is 900 seats.

9.

PROJECT STRUCTURE
The Bidder shall provide at least the following information to ensure the capability to deliver the project. (A) (B) (C) (D) (E) (F) Project Structure and Manpower Technical Support both local and overseas Profiles of Key people Responsibility Matrix Escalation Process related to project delivery and implementation Project Progress Reporting and Meetings

10.

WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND TECHNICAL SUPPORT


10.1. The Bidder shall guarantee the performance of the proposed system under normal operation condition for a period of twelve (12) calendar months after the date of Final Acceptance Certificate (FAC). Any fault occurring during the Warranty Period shall be repaired, replaced or rectified promptly by the successful Bidder at no extra charge to the Purchaser and at the SLA requested by the Purchaser. 10.2. The Purchaser shall have the right at any time during the period of this warranty, irrespective of prior inspection or acceptance, to reject any goods

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or services not conforming to the specified standards and to require that the successful Bidder, at their own expense, correct or replace such goods or services with conforming goods or services. In the case of the replacement of any defective goods within the Warranty Period, the above mentioned Warranty Period for the replaced items shall again be applied after the date of final reacceptance. 10.3. The Bidder shall propose the price calculation method for After Warranty Support as part of the proposal. The Purchaser reserves the right to decide if to purchase at the later stage. 10.4. If during the Warranty Period any item of the Deliverable is taken out of service, the Warranty Period applicable to such item shall be extended further by a period equal to the period that the item is taken out of service.

11.

OWNERSHIP AND RISK OF LOSS


11.1. Ownership of all supplies or deliverables shall be transferred to the Purchaser upon delivery and acceptance. 11.2. Risk of loss of all supplies or deliverables shall be transferred to the Purchaser upon PAC.

12.

INSURANCE
12.1. The Bidder shall take out and maintain insurance in relation to the Deliverable as set forth below. The terms of all such insurance and the identity of the insurers shall be subject to the approval of the Purchaser (not to be unreasonably withheld) and shall (i) allow the assignment of all such insurance to entities providing credit to the Purchaser and name Purchaser and such entities as additional insurers or loss payees, as the case may be, (ii) provide that cancellation, non-renewal or material modification shall not be effective without thirty (30) days prior written notice to the Purchaser, (iii) be primary, and not contributing, with any insurance maintained by the Purchaser, (iv) not have a deductible greater than 300,000 Thai Baht per loss and if losses occur within 72 hours shall count as 1 loss, and (v) contain a waiver of subrogation clause in favour of the Purchaser and any company standing in relation of parent to subsidiary to the Purchaser, subsidiary to parent to the Purchaser and directors partners proprietors and/or employees representatives of the Purchaser. The Bidder shall provide to the Purchaser all certificates of insurance and, upon request by the Purchaser, copies of all insurance policies.

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12.2.

The Bidder shall comply with all terms and conditions of the policies that it is required to maintain under this Contract and with all requirements of insurers in connection with the settlement of claims, the recovery of losses and the prevention of accidents. The Bidder shall bear the cost of all excesses, deductibles, exclusions or limitations applying under such insurance.

12.3.

If the Bidder fails to maintain the insurance required, then the Purchaser may procure and maintain any such insurance, pay the requisite premiums and deduct the amount paid from any monies due to the Bidder, or recover the same as a debt from the Bidder or forfeit any security.

12.4.

The Bidder shall maintain the following insurance coverage for the period through Final Acceptance, except as stated otherwise:

12.5.

If responsibility for loss or damage cannot be allocated immediately to the rightful party, the Bidder shall assume such responsibility until the loss or damage can be allocated rightfully .

13.

UNDUE INFLUENCE
While the Proposals are under consideration, the Bidders and their representatives or other interested parties are advised to refrain from contacting by any means any personnel or representative of the Purchaser on matters relating to the Proposals under scrutiny. Any effort unduly to influence the Purchaser shall disqualify the Proposal.

14.

RIGHT OF CHANGES
The Purchaser reserves the right to change or modify, as appropriate, to the technical specifications, configurations and requirements described in this RFP before or after the submission of proposals from the Bidders. However the change of volume or quantity to purchase will be done in consultation with the awarded Bidder.

15.

NOTIFICATION OF AWARD
The successful Bidder shall be notified by letter that his/her Proposal has been accepted. The Purchaser also reserves the right to disqualify any Bidder who fails to enter into a formal contract in the required form.

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16.

RIGHT TO ACCEPT OR REJECT ANY OR ALL PROPOSALS


16.1. The Purchaser does not bind itself to accept the lowest or any Proposal and reserves the right to accept all or any part of any Proposal. The ordering of equipment and services referred to in this RFP shall be entirely at the discretion of the Purchaser. Any Contract resulting from a Proposal will contain a minimum requirement but other items may be selected from time to time at the option of the Purchaser for the supply at the Proposal Prices. The Bidder shall confirm that this is understood. 16.2. The Purchaser reserves the right to waive such formalities in any Proposal as it considers appropriate and to reject any or all the Proposals and to accept the lowest or any other Proposal which is considered to be in the best interest of the Purchaser. 16.3. True Touch, or its representatives, will not give reasons to any potential Bidder why any Bidder was, or was not, selected.

17.

COST OF PROPOSAL PREPARATION AND SUBMISSION


Each Bidder shall be entirely responsible for and shall bear all costs associated with the preparation and submission of the Proposal and the Purchaser shall have no responsibility or liability in this respect irrespective of whether the Proposal is awarded or cancelled or awarded to the Bidder of the Purchasers choice.

18.

COMMERCIAL TERMS
BOND
Advance Payment Bond Amount equal to Advance payment. Submission date: On effective date of contract or on the date before advance payment is made. Period shall cover the period until the Bidder has fulfilled its obligation under the bond. Amount 10% of the total contact price The Bidder shall deliver the performance Bond to True Touch within 21 Days Submission date: On the effective date of the contract Period: From the contract effective date to Final Acceptance Certificate (FAC) signed off date

Performance Bond

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Warranty Bond 10% of the contract price Submission date: On the sign-off date of the Final Acceptance Certificate (FAC) Period: Cover the warranty period

Terms and Conditions


Compensation of Delay Each day or part there of zero point one percent (0.1%) of the project value Standard Payment Terms 10% Contract Execution vs. Advance Payment Bond 40% Provisional Acceptance Certificate (PAC) 50% Final Acceptance Certificate (FAC)

The Bidder shall maintain spare parts & technical support for 5 years Contract Price and Delivery Terms True Touch shall be entitled to withhold taxes, other taxes or any deductions (if any) required under Thai laws on all payments payable to the contractor under this agreement. True Touch shall promptly pay such withholding taxes to the appropriate government authorities and shall transmit to the contractor an official tax receipt or other document issued by the appropriate tax officials evidencing such payment The contract price set is denominated in US Dollar (USD), all payments under this agreement shall be converted to Thai Baht (THB) using an exchange rate quoted by the Bank of Thailand on the sign-off date of the invoice. The contract price is to be considered as maximum prices, which are valid until end of the warranty period. Unit price (for additional order) shall be firmed and fixed not less than the warranty period. Deliver Duty Paid Terms The Works price under the Purchase Order is exclusive of Thai value added tax at the rate and in the manner for the time being prescribed by law but inclusive of the withholding tax (which the Customer shall be entitled to withhold from entirety of the price under the Purchase Order, as appropriate) and custom duties, levies, charges for any physical importation in Thailand and DDP (Site) in accordance with INCOTERMS 2010.

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19.

PROPOSAL SUBMISSION
The Bidder's proposal document shall be submitted into 5 (five) sealed and separated envelopes. o o Commercial Proposal: 1(one) signed Hardcopy and 1 (one) Softcopy in CD Technical Proposal: 2(two) signed original set and 1(one) Softcopy in CD The Proposals shall be signed by person(s) duly authorized to bind the Bidder. The Bidder shall submit the requisite power of attorney indicating such authority. Any corrections, deletions or overwriting in the Proposal shall be duly initialled by the person who signs the Proposal. Any amendment, correction, cancellation or suppression of a Proposal by a Bidder shall be before the closing date of Proposals submission being 5.00 PM (ICTIndochina Time, UTC/GMT +7:00 hour), and shall be signed by the same person who signed the original Proposal. The Proposals shall be addressed to: Mrs. Sasiwan Rungthong Mr. Kittipong Pulsawas Procurement Department 20th Floor, 18 True Tower, Ratchadapisek Road, Huai Khwang, Bangkok 10310. THAILAND. In the evaluation and examination of Proposals, the Purchaser may seek clarification from the Bidders. However, Bidders should only provide the clarification asked for and shall not in any way cause any change in the substance of the Proposal prices. The Bidder is to be prepared to answer the Purchasers queries on their Proposal and to attend formal meetings with t he Purchasers staff during the evaluation period.

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20.

ANNEX 1: STATEMENT OF COMPLIANCE


Requirements
FC PC RD NC Remark

Part A : PABX , ACD System , Adjunct Integration A1 The bidder shall provide non-interruption to the call center during the upgrade and expansion system. A2 The proposed system must have dynamic licensing. We need the basic ACD license at 1,500 licenses. A3 The system has the burst license feature or pay per used feature. A4 The proposed system must have the capabilities to provide a centralized management system. Call center manager shall have a capability to monitor multi-site performance from one screen and / or one report. A5 The proposed system must have intelligent functions and features. Describe the advanced features of the proposed system. A6 The proposed system must provide robust and high security control system. A7 The proposed system must support IP, SIP, analog and digital protocol. A8 The proposed system must be highly scalable and flexible for multi-site. A9 The proposed system must not be obsolete within five years from system commission date. Otherwise, the bidder shall provide the replacement free of charge. A10 The bidder shall provide temporary equipment during the relocation in order to ensure no service interruption . A11 the system can utilize the existing system, or integrate with the existing system. The existing Telephony The existing call center report management CTI, IVR, NICE, IEX, Personal Greeting A12 The proposed system serve 24*7 operation. A13 The system shall keep above report up to one year. A14 The standby system can take over immediately after the main site go down. A15 The maximum concurrent At least 5000 concurrent Calls handled by the system. A16 At least 5000 concurrent call handled by the system. A71 At least 2000 skills in the system A17 The non-blocking percentage shall be less than one percent.

2.1.17

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Requirements
A18 What is the operating system of the proposed system can support? UNIX Solaris Linux Windows A19 What are the operating systems required for the Client side? Windows XP Windows 7 A20 The system support full multi-site operations. A21 Does the proposed system use self-diagnostics? A22 What standard communication signaling /protocols does your system support? EURO-ISDN ISDN-QSIG QSIG Supplementary Services, DID R2-MFC IP Trunk SIP Trunk A23 The proposed solution support external music on-hold source A24 The proposed system allows multiple music to be played. Different music shall be played on different kind of calls. There must be same music for call waiting and call on hold on the same type of call. A25 The proposed system provides both technology of hardphone and soft-phone set with same functionality. A26 The proposed soft-phone work on PC-LAN based. A27 The proposed system route the customer's call by ANI, DNIS, CLI, or CED? A28 The maximum number of configurable agents that proposed system can support. 10 > 10 < 20 < 30 < 40 < A28 The maximum number of queuing and routing conditions use from variables that system can provide. 10 > 10 < 20 < 30 < 40 < A30. What is the database engine and platform for ACD reporting system? MS SQL Oracle Informix Other A31 The ACD has the ability to be functionally divided trunks into unlimited groups, with trunk group members (ports) assigned to logical trunks groups.

FC

PC

RD

NC

Remark

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A32.1 Incoming Call Routing and Overflow. Can the system provide the ability to automatically route incoming calls to alternate groups within the ACD dependent upon incoming call volume and/or number of calls waiting in queue, so each group and/or trunk group will have the ability to overflow uniquely, dependent upon business requirements and a rule set in the proposed system? How can the proposed system be set up for this rule? A32.2 Incoming Call Routing and Overflow. Can the system use priority queuing to place call in a predetermined order A32.3 Incoming Call Routing and Overflow Can the system dynamically change the priority level of a call in response to certain events (i.e. caller's response to a prompt, exceeding a queuing time threshold, etc.)? A32.4 Incoming Call Routing and Overflow The proposed system has the priority levels. A32.5 Incoming Call Routing and Overflow When overflow occurs, can the system allow for simultaneous scanning to previous groups in order to insure that the call is handled by the first available agent in the primary or secondary group (simultaneous queuing)? A32.6 Incoming Call Routing and Overflow Does the proposed system provide look-ahead functionality to see the best routing of calls before overflow? A32.7 Incoming Call Routing and Overflow Does the proposed system do dynamic or conditional routing? A32.8 Incoming Call Routing and Overflow Does the system can provide the intelligent queuing, simultaneously queuing both sites? What statistic report and on-line monitoring will be in this case, i.e. will report treat the call as one call for both sites or two calls? A32.9 Incoming Call Routing and Overflow Does the system provide agent skill based routing? A32.10 Incoming Call Routing and Overflow Does the system provide same agent routing? Calls shall be routed to the same agent who handled the customer before. A32.11 Incoming Call Routing and Overflow Does the system provide customer segmentation based routing? A32.12 Incoming Call Routing and Overflow Can the ACD distribute calls equally to agents within an assigned group or skill, with calls assigned first to agents who have been available the longest? A32.13 Incoming Call Routing and Overflow Can the system segment the agent pool into smaller groups based upon specific skill sets (bilingual, training or experience level, product knowledge, etc.)? A32.14 Incoming Call Routing and Overflow What is the maximum number of skill sets defined within the ACD, and per agent? A32.15 Incoming Call Routing and Overflow Are the incoming calls able to be queued simultaneously to as many skill sets? Please explain in detail how the proposed system supports skills-based routing, and queuing? A32.16 Incoming Call Routing and Overflow What is the maximum number of each group/skill set to which a call may be simultaneously queued?

2.3

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A32.17 Incoming Call Routing and Overflow Can the proposed system provide hierarchical group of agents for more than 3 levels from agent to management level? A32.18 Incoming Call Routing and Overflow May agents belong to more than one group? If so, how many A32.19 Incoming Call Routing and Overflow Does the proposed system use conditional call routing? Please provide a list of the condition that can be used in call routing. A32.20 Incoming Call Routing and Overflow List and describe the system variables that can be used by the proposed system to conditionally route calls. A32.21 Incoming Call Routing and Overflow Please state the number of priority levels available within call processing tables. A32.22 Incoming Call Routing and Overflow The proposed system must have the capability of notifying callers of expected wait times. Describe the basis of calculating wait time. A32.23 Incoming Call Routing and Overflow What capabilities are offered for use in following up on abandoned calls so agent can call back the abandoned caller? A32.24 Incoming Call Routing and Overflow Does the system retain the callers position in queue after transferring to an IVR or other auxiliary device? A32.25 Incoming Call Routing and Overflow Can the system announce the digits stored in the variable to the caller as spoken digits or as a number? 32.26 Incoming Call Routing and Overflow Does the proposed system support multi-stage queuing? A32.27 Incoming Call Routing and Overflow Describe the ability of the proposed system to route based on the time of the day and the day of the week. Routing must recognize specific dates such as holidays shall be scheduled up to a year in advance. A32.28 Incoming Call Routing and Overflow Describe the ability of the proposed system to play an announcement that asks the caller to respond to a question by dialing a digit and then goes to another step in the route or to another route, depending on the digit entered. A32.29 Incoming Call Routing and Overflow Does the system allow call to be routed to another agent when the call is presented to an agent and is not answered within defined able time frame? A33.1 Agent Training Level Routing Does the system provide agent training level routing? System administrator can set certain percentage of calls that the agent who is on training shall take. For example, if an agent is on training of skill billing mobile, no more than twenty percent of her total calls shall be on billing mobile. A33.2 Agent Training Level Routing Can the percentage of training level set by supervisor? If yes, is the percentage set per agent or or per agent group? A34.1 Agent Occupancy Based Routing Does the system provide agent occupancy based routing? Explain how agent occupancy based routing is done. A34.2 Agent Occupancy Based Routing Can supervisor set the occupancy rate?

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A35.1 SLA Routing Does the proposed system have the SLA Routing Policy? A35.2 SLA Routing Can proposed system separate the agent group to pick up the calls from the same customer group but difference SLA ? True need to compare performance of two skills. A36.1 Agent Rest Interval Does the proposed system allow supervisor to set agent rest interval between calls? A36.2 Agent Rest Interval Can the agent rest interval set by application, agent group, or call center? A67.1 Call Simulator Does the proposed system allow administrator to simulate call flow before implementing it in the system? A37.2 Call Simulator What can be the result of the call simulator, i.e. average call waiting time, abandon rage, service level? A37.3 Call Simulator Can the audible alerts vary by agent group? A38.1 Incoming Call Alert. Can the audible alerts vary by agent group? A38.2 Incoming Call Alert. Does the proposed system provide a tone and/or a brief announcement of call type? A38.3 Incoming Call Alert Does an agent receive visual identification of trunk group or type of incoming call when the call is presented at the agent position? A38.4 Incoming Call Alert Can the call be connected to the agent without requiring further telephone set operation? (Auto-answer) A38.5 Incoming Call Alert Can the auto-answer be configurable for each call center? For example, one call center may require auto-answer while another call center may not want auto-answer feature? A39.1 Agent Greeting Does the system allow agent greeting from recorded voice? A39.2 Agent Greeting Can the agent greeting be configurable for each call center and / or for each call type? A39.3 Agent Greeting Does the system provide agent script based on call type? What is the maximum number of scripts available in the system? A40 Abandoned Call Search Can the system monitor all calls in queue to insure that abandoned calls are removed from the queue, and that statistics are gathered to provide call delay, or abandon type information as stipulated in the management information reporting section of this document? If yes, please give us details of abandoned call statistic information that the proposed system can provide.

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A41.1 Call Hold / Transfer Can the system transfer calls within the system (to other groups, specific agents, administrative staff, or supervisors), and external to the system? If yes, what are the standard interfaces to connect with the external system? A41.2 Call Hold / Transfer Can the system provide call and screen transfer for both within site transfer and among site transfer? Explain how it is achieved. A41.3 Call Hold / Transfer Does the system provide a dedicated hold button on the agent telephone set? A41.4 Call Hold / Transfer Does the MIS system accumulate statistics regarding the amount of time spent in hold for each agent? A41.5 Call Hold / Transfer Can the system transfer call by select agent or select by group. Please specify the solution. A42.1 Agent Headset/Handset Operation (for Hard-phone). Can the agent telephone support both an agent headset and an agent handset? A42.2 Agent Headset/Handset Operation (for Hard-phone). Is the agent set equipped with two jacks in order to permit a supervisor to plug into the telephone set for training purposes? A42.3 Agent Headset/Handset Operation (for Hard-phone). Does the telephone equip with message in voice mail box indicator? A43.1 Delay Announcements / Voice Processing. Can the system provide callers in the queue with a variety of announcements, indicating answer delays, estimated queue time, general informational announcements, and providing instructions and/or alternative? A43.2 Delay Announcements / Voice Processing. Can the system present callers with looping call delay messages? A43.3 Delay Announcements / Voice Processing Can the system provide the ability to announce estimated waiting time and allow caller to hang up, then the system will call the caller when his queue presented to the agent? A44.1 Agent Interface with both hard-phone and soft-phone Can the proposed system work with Plantronic headset or Jabra? What Plantonic headset or Jabra models that the proposed system can work with? A44.2 Agent Interface with both hard-phone and soft-phone Does the proposed system require a unique ID before the telephony set to be functioned? A44.3 Agent Interface with both hard-phone and soft-phone Does the proposed system allow agent hot seating? A44.4 Agent Interface with both hard-phone and soft-phone Does the proposed system allow agent single sign-on for ACD and other applications? A44.5 Agent Interface with both hard-phone and soft-phone Can agent-set functions be associated with PC hot keys? Are the hot key associations modifiable by the user so that collisions with applications are avoided?

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A45.1 AGENT POSITION FEATURES 1.Log-On Identification. Are agents on the proposed system logically defined, rather than requiring a physical telephone extension and termination? A45 .1 AGENT POSITION FEATURES 2. Log-On Identification. Does each agent and supervisor on the system have an individually assigned log-on identification number, which permits individual statistics to be collected by the ACD management information system? A45.1 AGENT POSITION FEATURES 3.Log-On Identification. Does the system allow multiple log-on? If yes, is the multiple log-on at different terminals tracked as one "shift"? A45.1 AGENT POSITION FEATURES 4.Log-On Identification. Does the agent telephone set use state-of-the-art digital technology, and provide a display of some sort that will keep the agent apprised of number of calls waiting, type of incoming call, number of messages and other applicable information? Please describe the kind of information that can be displayed. A75.1 AGENT POSITION FEATURES 5.Log-On Identification. Are agents on the proposed system logically defined, rather than requiring a physical telephone extension and termination? A45.1 AGENT POSITION FEATURES 6.Log-On Identification. Does each agent and supervisor on the system have an individually assigned log-on identification number, which permits individual statistics to be collected by the ACD management information system? A45.1 AGENT POSITION FEATURES 7.Log-On Identification. Does the system allow multiple log-on? If yes, is the multiple logon at different terminals tracked as one "shift"? A45.1 AGENT POSITION FEATURES 8.Log-On Identification. Does the agent telephone set use state-of-the-art digital technology, and provide a display of some sort that will keep the agent apprised of number of calls waiting, type of incoming call, number of messages and other applicable information? Please describe the kind of information that can be displayed. A45.2 AGENT POSITION FEATURES Talk Time Reminder Does the system provide talk time reminder when the talk time reaches threshold? The threshold shall be configurable for each call type, agent group, agent skill. A45.2 AGENT POSITION FEATURES 1.Call Work, or Wrap-Up. Do the agent sets have the ability to go into a wrap-up or Call Work state at the completion of a call? Can the Call Work duration time be configured to automatically change to available mode? A45.2 AGENT POSITION FEATURES 2.Call Work, or Wrap-Up Is time spent in this work state included in the individual agent, group, and system statistics?

2.21.2

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A45.2 AGENT POSITION FEATURES 3.Call Work, or Wrap-Up Does the system provide a supervisor with a visual indication of agents spending time in this state? If the system is able to differentiate between wrap-up and aftercall states, please explain. A45.2 AGENT POSITION FEATURES 4.Call Work, or Wrap-Up Does the system provide call code or transaction code predefined for agent to enter during Call Work mode for tracking call issue? If yes, what is the maximum number of call code the system can define? A45.2 AGENT POSITION FEATURES 5.Call Work, or Wrap-Up. Does the proposed system allow multi-level call code? For example, Mobile Billing Bill Dispute. A45.2 AGENT POSITION FEATURES 6.Call Work, or Wrap-Up. Does the proposed system default agent to the group of call code based on their skill? For example, mobile call center agent shall not need to enter call code mobile. A45.2 AGENT POSITION FEATURES 7.Call Work, or Wrap-Up. Does the proposed system provide report for call code or transaction code? Does the call code report include talk time, hold time, wrap-up time, and handle time? Describe the detail of the report. A45.3 AGENT POSITION FEATURES 1.Log-Off Can the system force agent to log out if defined number of calls are not answered by the agent? A45.3 AGENT POSITION FEATURES 2.Log-Off Can the system support the ability for agent time off-line to be tracked by entering a code identifying the reason for going off-line (i.e. break, lunch, training, staff meeting, special project, etc.)? A45.3 AGENT POSITION FEATURES 3.Log-Off The codes can be programmed in the system.If yes , please tell. A45.4 AGENT POSITION FEATURES 1.Supervisory Request for Assistance Does the agent set have the ability to directly signal the supervisor when the agent requires assistance handling an active call? A45.4 AGENT POSITION FEATURES 2.Supervisory Request for Assistance Does the ACD system support the ability for agents and supervisors to send messages to each other via the LCD display in the telephone instrument, or Soft-phone on PC?

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A45.4 AGENT POSITION FEATURES 3.Supervisory Request for Assistance Is the answering of agent requests for supervisor assistance provided on the supervisor's telephone set on a dedicated button appearance, so that the supervisor may readily identify that an agent requires support? A45.4 AGENT POSITION FEATURES 4.Supervisory Request for Assistance. Does the Hard phone LCD or soft phone provide identification of the calling agent to the supervisor? A45.5 AGENT POSITION FEATURES 1.Call Waiting Indicator. Does the system allow each agent and supervisor set to know the number of calls waiting in queue? A45.5 AGENT POSITION FEATURES 2.Call Waiting Indicator How is the indication provided, via a LCD or alphanumeric display, and/or a "calls waiting" indicator light, voice, and/or PC screen? A45.6 AGENT POSITION FEATURES 1.Trouble Reporting/Trunk Condition Indicator. Does the agent telephone set have the ability to indicate problems on a particular trunk? How does the system categorize the type of trouble (i.e. "noise", "echo", etc.)? A45.6 AGENT POSITION FEATURES 2.Trouble Reporting/Trunk Condition Indicator. Does the proposed reporting provide a summary report of troubles by trunk or circuit? A45.7 AGENT POSITION FEATURES Remote Agent Does the proposed solution support individual remote agents to offer identical services as call centers? A45.8 AGETNT POSITION FEATURES Personnel Agent Does the proposed system provide the personnel agent feature? Meaning that a group of customers be mapped to a specific agent. A46.1 SUPERVISOR POSITION FEATURES 1.Management Information Reporting Do all supervisors have access to real-time agent and queue performance statistics and the ability to run historical/interval reports on demand? A46.1 SUPERVISOR POSITION FEATURES 2.Management Information Reporting. Please include your most advanced real-time and historical management information reporting package(s). A46.1 SUPERVISOR POSITION FEATURES 3.Management Information Reporting Does the system have a feature to customize the real-time screens used by call center users and managers? A46.1 SUPERVISOR POSITION FEATURES 4.Management Information Reporting We would also like to create customized reports in-house using the ACD historical data. Please include highest level custom reporting capability in your quotation.

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A46.1 SUPERVISOR POSITION FEATURES 5.Management Information Reporting. Does the proposed system provide report and monitoring tool via intranet and / or internet? A46.2 SUPERVISOR POSITION FEATURES 1.On-line and Quality Monitoring. Does the supervisor/manager workstation provide realtime information on, at least, the following queue status parameters: number of calls waiting, service level, average speed of answer, average time to abandon, and average queue duration? Describe other information provided for on-line monitoring. A46.2 SUPERVISOR POSITION FEATURES 2.On-line and Quality Monitoring. Can the system provide an indication to each supervisor of the status of each agent (i.e., engaged in an ACD call, waiting to accept a call, in after-call work, or inactive)? A46.2 SUPERVISOR POSITION FEATURES 3.On-line and Quality Monitoring. Can supervisor observe agent real time across all sites? A46.2 SUPERVISOR POSITION FEATURES 4.On-line and Quality Monitoring. Can the supervisor monitor an agent's conversation for training or administrative purposes from the supervisor telephone, without plugging in to the agent's telephone set? A46.2 SUPERVISOR POSITION FEATURES 5.On-line and Quality Monitoring Does the system provide at least three levels of monitoring: silent monitoring (with and without tone indication to the agent during monitoring); conference monitoring (a three-way connection between caller, agent, and supervisor/manager); and coach monitoring (a oneway connection between the agent and supervisor/manager that enables the supervisor/manager to "guide" the agent through the call without the caller hearing)? Please describe your system's capabilities in detail. A46.2 SUPERVISOR POSITION FEATURES 6.On-line and Quality Monitoring Can system allow hierarchical monitoring? Director shall see the overall performance of total call centers. Head of shall see the performance of call center under her supervision, i.e. mobile call center, fixed-line call center, internet call center, outsourcing call center, etc. Call center help desk manager shall see performance of supervisors under her supervision. Supervisors shall see performance of agents under her supervision. A46.2 SUPERVISOR POSITION FEATURES 7.On-line and Quality Monitoring Does the proposed system allow authorized user, not system administrator, to change the hierarchical monitoring? For example, group of supervisors under call center help desk manager can be changed. Describe the steps to make such change. A46.2 SUPERVISOR POSITION FEATURES 8.On-line and Quality Monitoring

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Does the proposed system provide different service levels defined for each call center? A46.2 SUPERVISOR POSITION FEATURES 8.On-line and Quality Monitoring Does the proposed system provide service level based on customer segmentation? A46.2 SUPERVISOR POSITION FEATURES 9.On-line and Quality Monitoring Can monitoring sessions be scheduled and tape recorded for later review by call center supervisors and managers? A46.3 SUPERVISOR POSITION FEATURES 1.Voice and Screen Monitoring Can supervisor monitor agents screen together with agents conversation without having to sit next to the agent? The monitoring shall be real-time. A46.4 SUPERVISOR POSITION FEATURES 1.Broadcast Screen Can supervisor broadcast message to agents screen? Describe how it will be done. A46.4 SUPERVISOR POSITION FEATURES 2.Broadcast Screen Can supervisor broadcast message to specific agent, agent group, specific call center, site? A46.5 SUPERVISOR POSITION FEATURES 1.Conference Capability. Does the system have the capability for agents and supervisors to set up conference calls of at least three parties on demand? A47.1 Real Time Queue Management The proposed system provides the real time queue monitoring. A47.2 Real Time Queue Management Can the agents see the queue of their skills and pop up on the desktop? A47.3 Real Time Queue Management The proposed system provides the call back feature if the system announces the number of queues and give customer the option to hang up for system call back. A48 Abandon Call Management The proposed system provides the abandon call management. If the system found the abandon calls and give True the ability to call back the customers. A49.1 Multi-channel Integration Can your proposed system integrate with Lotus Notes mail servers regarding to email handling? Please describe the architecture proposed. What is the mail protocol that provide by the system? A49.2 Multi-channel Integration Can the system assign both multimedia and voice skill to the agent? For example, one agent can have multiple skill groups such e-mail group and inquiry group, thus the agent can handle both e-mail and voice call.

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A49.3 Multi-channel Integration Is the system able to set schedule for multi-channel group such work-hour and close hour for this group and how does the system manage the mail flow? A49.4 Multi-channel Integration How does the system provide the multimedia channel and support them like a voice channel? Such as E-mail, Web Correspondence, etc? A49.5 Multi-channel Integration Does the system provide the history report of the Email agent group? A49.6 Multi-channel Integration Can the proposed system send out an alert of voice mail message via e-mail or SMS? A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.System Reports Does the proposed system have the HA (High Reliability) feature? A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 2.System Reports What is the fastest refresh rate for real time monitoring report? = 1 second = 2 seconds = 3 seconds = 4 seconds = 5 seconds > 5 seconds. A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 3.System Reports The proposed system's ability to track a single call from the beginning to the end of call. A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 4.System Reports Is the reporting system available for IVR ports and other system peripherals? A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 5.System Reports Does your proposed system capture all outbound and inbound call activity to a single source? A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 6.System Reports Does the reporting system provide permissions to access the reports? A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Incoming Calls Handled Report. Does the report show a summary of the interval of time (in seconds) for handling incoming calls? A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS

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2.Incoming Calls Handled Report. Does each group of the ACD show the seconds-interval number of abandoned calls within each interval along with the total number of calls received per interval? A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 3.Incoming Calls Handled Report Are totals and averages reported for the time period requested and typically provided in 30-minute increments? A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 4.Incoming Calls Handled Report. Does the report show number of calls handled, abandoned, talk time based on time interval? A50.3 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Real-time Exceptions Threshold Definition and Display. Does the system have a screen display available to the designated supervisor to program certain parameters for various call center performance objectives being monitored? A50.3 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 2.Real-time Exceptions Threshold Definition and Display Does the real-time screen provide an accurate assessment of the group's or call center's current performance versus predetermined objectives? A50.3 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 3.Real-time Exceptions Threshold Definition and Display How many thresholds can we have for Types of call and Threshold/call types? 1-5 5-10 11-15 16-20 A50.3 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 4.Real-time Exceptions Threshold Definition and Display Can the threshold be varied based on each call center? A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1 Group and Trunk Utilization Reports (Historical) 1.1.1 Summary Reports Do the reports recap call center activity, which includes the following items measured in minutes and seconds? Average number of positions and work state on screen by team Number of incoming calls during the report period Number of calls exceeding threshold (i.e. calls waiting in queue longer than x seconds) Average time in queue by call type Average time to abandon by call type Number of abandoned calls Number of outgoing calls Percentage breakdown of agent time spent in work state vs. idle or other non-ACD related call activity Percentage of active work time, defined as the amount of time (including hold time) that an ACD call

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is connected to an agent A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1 Group and Trunk Utilization Reports (Historical) 1.1.2 Summary Reports In addition to the above information, does the group report show totals by group assignment for the various non-ACD work states? A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Group and Trunk Utilization Reports (Historical) 1.2.1 Trunk Reports

Do these reports list by each trunk group by the following items?


Number of trunks in group Number of incoming calls during report period Number of abandoned calls Average holding time on each trunk by call Average ring time, time in automated attendant, time on queue, time to agent or voice response system Agent name Position number

Number of outgoing calls, and telephone number dialled

A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Group and Trunk Utilization Reports (Historical) 1.2.2 Trunk Reports Does the system have the capability for generating these reports in half-hour increments, with the supervisor having the ability to change a reporting interval during the course of the day? A50.5 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Trouble Report Summary Does the report delineate specific troubles by time of day and trunk identification? Does the report list the time, date, agent identification number, trunk or line identification number, and the type of problem experienced (noise, echo, etc.)? A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical)

1.1 Are the following included in the work summary report for each agent, and by assigned group?
Agent identification number Group assignment Total time logged on in minutes and seconds Time active in various call states measured in minutes and seconds Number of incoming calls handled Number of outgoing calls placed Average talk time for calls handled measured in minutes and seconds

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Time spent in non-ACD work states measured in minutes and seconds Average active time per call (combining average talk time with after-call work time) A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical) 1.2 In addition to the above information, does the system have a sign-on log tracking each agent with an identification number, the date and time of sign-on and sign-off, and non-ACD work states of any duration (lunch, coffee breaks, etc.)? A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical) 1.3 Does the reporting system provide outbound reports? A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical) 1.4 Does the reporting system provide supervisor activity reports? A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical) rd 1.5 The system makes its data available to 3 party reporting tools. A50.7 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS The pre-requisite for support personnel to customize the report? Is the training included in this proposal? A50.8 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS Can you supply database entity and description to True? A50.9 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS Can you allow Trues administrator to access the reporting database in order to retrieve data? A50.10 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS Does the proposed system have the capability to export statistics from the system? A50.11 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS Does the proposed system provide the capability for supervisors to request and obtain reports on demand? A50.12 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS Are the supervisor terminals color, graphics capable? Can True Corporation customized screens for supervisors with Windows based applications? A51.1 CTI Interface Does your system come with CTI middleware that you can make interface and do multi-site call routing and screen popup? A51.2 CTI Interface your system integrates between ACD and CTI server.

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A51.3 CTI Interface Does your CTI have open and published API? A51.4 CTI Interface The proposed CTI can integrate with Siebel 8 or above and CCBS. A51.5 CTI Interface The propose CTI provides the connector for integration with Siebel 8. A51.6 CTI Interface Can the proposed system integrate with the Screen Pop to show customer information? A51.7 CTI Interface Can your system have more than one application associated with one customer/caller to pop-up at the same time? A51.8 CTI Interface Does the system allow different screen to pop-up with different call types? A51.9 CTI Interface Can your system do the automatic screen presentation to take no longer than 2 seconds from request, and the initial automatic screen presentation that comes with the call should be less than 1 second with call synchronization? A51.10 CTI Interface Not only screen pop-up, but also automated data entry (captured from IVR), initial data query, and some activated scripts are required. A51.11 CTI Interface Does your system have the ability to transfer a call and screens between agents and between sites? A51.12 CTI Interface Can the system recognize to pop the difference screen pop such inbound call, outbound call, FCR call? The condition to pop up is DNIS, Customer enter digit, ANI etc. A52.1 IVR Interface IVR system that can interface with the proposed ACD. A52.2 IVR Interface Does the system can transfer the call between the IVR and ACD in both ways with the same call description (ANI, DNIS, CED)? Call transfer between IVR and ACD shall not consume more than one IVR port. A52.3 IVR Interface The solution allows ACD to transfer calls to agent when IVR is not available. Menu announcement shall be available in this case. A52.4 IVR Interface During voice process, can the system collect data from every button pressed on phone and pass these to CTI for further screen pop-up? A52.5 IVR Interface Can these data be kept in the database for further analysis of customer behaviour? A52.6 IVR Interface Can the customer leave messages on a separate audio/digital tape or database? What is the time that your proposed system configuration can record? A53.1 IEX Integration Does your ACD have ability to integrate with IEX?

2.26

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A53.2 IEX Integration Your experience and site reference regarding to IEX integration. A53.3 IEX Integration The ACD system sends historical call data to IEX system for using, as forecasting data to project staffing required A53.4 IEX Integration Can the data be sent as 15-minute intervals? A53.5 IEX Integration Information can be send to IEX system (i.e. number of calls and call handling time for each Skill base, Skill group). A53.6 IEX Integration Does your ACD system can support agent information synchronization between ACD and IEX. With agent synchronization, IEX automatically receives agent information from ACD in real time or batches, so no need to enter agent information into systems twice? A53.7 IEX Integration Does agent synchronization is out of the box feature? The feature shall be available when there is an upgrade of either ACD or IEX software. A53.8 IEX Integration Does your ACD system have a real-time adherence feature? A53.9 IEX Integration The system shall provide integration between work force management and HR system. Mobile call center uses People Soft. Fixed-line and internet call center uses SAP. The integration will focus on agent adherence information. The integration for mobile call center is optional while the integration for fixed-line and internet call center is a must. A53.10 IEX Integration Does your ACD system have capability to send real-time agent information to IEX in order to show agent adherence in IEX? A53.11 IEX Integration Does the proposed system allow voice recording on agents conversation only? A54.1 Voice Recording System Integration Do all phone types have not codec problem during voice recorder is observing? A54.2 Voice Recording System Integration Can we play back voice file? A55 CDR Billing CDR Format of new telephony system can work with existing billing software. A56.1 Operation Your company support back version A56.2 Operation The bidders guaranteed percentage of uptime for each component, i.e. ACD, Call Center Report Management, CTI, IVR, Nice, IEX. A57.1 System Administration and Monitoring To provide Network Management A57.2 System Administration and Monitoring Does the system provide single management tool? A57.3 System Administration and Monitoring The proposed systems ability to provide centralized administration of all administrative functions at any site. A57.4 System Administration and Monitoring The system must provide a GUI administration tool.

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A57.5 System Administration and Monitoring The proposed system must measure quality of voice in case of voice over IP? A57.6 System Administration and Monitoring Does your system allow centralized user management? A57.7 System Administration and Monitoring Can the proposed system allow supervisor to change agents skill without allowing the supervisor to access to call flow modification? A57.8 System Administration and Monitoring The proposed system can manage multiple sites. A57.9 System Administration and Monitoring The systems administration process that provides for application implementations and reconfigurations without interrupting call traffic. A57.10 System Administration and Monitoring Does the system have an easy, user-friendly interface with self-checking capabilities to write call flows? A57.11 System Administration and Monitoring The ACD systems standard logs and custom logs. A58 Diagnostics Provide a list of the self-diagnostics performed by your system. A59.1 Alerts The system handles alerts or error conditions. A59.2 Alerts The system provides system monitoring in term of resource utilization, and resource availability. A59.3 Alerts The system can alert error or warning via phone, e-mail, SMS, SNMP to certain group of user. A59.4 Alerts The proposed system can integrate with 3rd party environmental alarm, i.e. fire, flood, etc. (option) A60 Backup and Restore The proposed systems ability to perform full and incremental back-ups and restores while system is in full operation. A61.1 Database Interface The proposed systems support of native access to Oracle databases. A61.2 Database Interface The proposed systems support of ODBC access. A61.3 Database Interface your systems support of multiple simultaneous database connections. A61.4 Database Interface The proposed systems real-time database access and retrieval. A61.5 Database Interface The proposed system allows for multiple database connections to be shared across multiple instances of the application. A62.1 Implementation To provide time plan. A62.2 Implementation To provide the implement without service interruption. A63.1 Pay per user licenses Does the system support pay per use licenses? Please identify which components of the product support pay per use.

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A64.1 IVR replacement Support Fax (if not please propose an alternative method to faxing) Support VXML 2.x Support VXML 3.x Support call progress detection for outbound Support ring tone detection for outbound A65.1 Predictive Dialer Support hardware based dialer Support call progress detection Support ring tone detection Part B : Security B1 Using the skill sets, authority levels and profiles of users, can your system support a single login for all access? B2 Do you have configurable login / log-out codes? B3 Does the proposed system come with a standard password policy?. B4 Is your system capable of working with certification and authentication? B5 Does the proposed system allow configurable password change enforcement interval? B6 Does your system enforce combination of numeric and alphabetic for password? B7 Is the product configurable for read, write, create, delete or execute separated authentication? B8 Is the user name/password time expiring? B9 Can the system provide an access audit trail? B10 Is there an automatic alert when there is a security breach? B11 Is there a multi-tier security system (Screen, Function, field etc)? B12 Does the proposed system provide timed security access control by periods of time? B13 Does the proposed system have system inactivity time outs that are configurable? B14 The proposed system provides details of the user profile requirements. B15 Does the proposed support security administration through centralized or decentralized control? B16 The proposed system provides details of the security controls and policies for system and application administration. B17 Does the proposed system allow multiple administrator accounts? B18 Does the propsed system provide logging of administrators activities? B19 Does the proposed system allow configurable administrator access for each account?

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Part C : Testing C1 Does the bidder provide factory acceptance testing prior to system delivery? C2 Will the bidder commit to a period for the turnaround of testing instances? C3 Will the factory acceptance testing include full business process testing? C4 Will all test results be available to True Corporation, and in English Languages? C5 Will assistance be available for the requirement design for a testing environment? C6 Will the bidder provide assistance for Integration testing and the resolution of any incidences encountered? Part D : Implementation Support D1 Do you provide a project manager/team? D2 Describe the level of experience of your project managers and implementation team. Resume of the project team shall be attached. D3 To provide an outline of the implementation plan. D4 How long does the bidder provide on-site staff for cut-over stand-by? During 1Week During 2 Weeks During 3 Weeks During 4 Weeks Depend on True D5 Can the bidder provide turnkey warranty and maintenance for all integration with CTI, IVR, Nice, IEX, etc. including both new and existing components? D6 To support for working hour and non working hour are available. D7 Will on site support be available. D8 The Bidder shall have local support in Thailand. D8 Will True automatically be provided with software upgrades? D9 The bidder support back levels of the product and, if so, for how long after a new release. D10 Will the bidder continue to support a package if user modifications have been added? D11 Is a 24 x 7 helpdesk available in case of severe problems and if so, from where? D12 The spare parts are needed to be held on site. D13 To provide on-going training for DB Maintenance, System Configuration etc.

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Part E : Training E1 To provide course description and agenda. E2 To provide the level of training experience the class instructors. The resume of the instructors shall be provided. E3 Are training courses included in the cost of the solution? E4 The certification courses available to support personnel. Course agenda and cost shall be provided. E5 Will ongoing Bidder support be available for future training? E6 Will training be provided on any major development changes made by the bidder to the application? E7 Will the bidder be willing to provide train the trainer training, or insist on providing all training? E8 True shall have right of copy for all the training materials? Part F : Documentation F1 The documentation is included in the licensing price of your system?

F2 To confirm the following documents can be supplied:


User Guides System Architecture and Integration diagram. System configuration. Operations Manuals Report Customization guideline Data Definition Manuals Database schema, model or entity relationship Screen definition Error Code definition Documentation to support upgrades On-line help (Thai and English) Additional user defined help F3 All manuals shall be provided in both English and Thai.

Trunking Details

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Location

Seat (Existing) 1708

Trunk Total 1770 channels 120 180 120 30 120 120 1080 Main Site

True Tower 2 -029009000 -1686 -0264088XX -1177 -0270017XX True card -026479XXX -Mobile CP Tower 2 -029009000 -1686 -Mobile -026470XXX -026473333 -1739 Pruksa True Tower -0290091XX Ital Thai -1177 -0271398XX Mahankorn Gypsum -Mobile Tipco Tower -027252525 True Vision Habor Mall (Chonburi) Khon Kean Concurrent License PCS (auto Outbound) Call flow IVR (Intervoice) IVR (AVP) PABX ~23 flows ~12 flows ~1XX flows 842

Remark CM+TRE+Non CM(8700,9700+2222) not include PCS trunk

Total 1200 channels 120 90 840 90 30 30 Total 120 channels 120 Total 120 channels 60 60 Total 240 channels 240

Update include Prueksa (TT) used softphone + QSP

96

614

This site may be decommission by mid year 2013 This site may be decommission by mid year 2013 DR Site

264

Total 390 channels 390

645 900 estimated 1700 concurrent

720 1350

CM+TRE 120 channels Main service 1331, 029009119, 0820003333 1686 , 029009000

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