Specifications include, but are not limited to: Service Requirements 6.1 Answer all customer Contacts The Contractor shall: 6.1.1 Answer all direct customer Contacts, which may be received within the contractor’s infrastructure via: 6.1.1.1 Inbound & Outbound phone calls 6.1.1.2 Webchat 6.1.1.3 Email 6.1.1.4 Other communication channels that may emerge 6.1.2 Answer all Contact types, defined in Section 4.3, and other channels per ADES request, in both English and Spanish. 6.1.3 Coordinate the use of a language interpretation line at Contractor's expense for calls in languages other than English and Spanish. At a minimum language interpretation line shall provide translation services in all languages specified in Exhibit D. 6.1.3.1 Exhibit 3 provides historical interpretation data for reference. 6.1.4 Receive all Contacts transferred from DBME, AHCCCS, and other sources. 6.1.5 Respond to calls on the status of cases by utilizing ADES applications, policy, and training