Specifications include, but are not limited to: Explain capabilities, offerings, and integrations to include the following: Call Routing and Automation: Advanced call routing features, IVR (Interactive Voice Response) systems, call forwarding, and automatic call distribution (ACD) Call Queues and Call Center Features: Call queuing, call monitoring, and agent performance metrics to support call center operations and customer support. Mobile and Remote Accessibility: Soft phone capabilities, mobile apps, and remote access capabilities. Voicemail and Messaging: Voicemail, SMS, and voicemail-to-email E911: Solution must provide the ability to dynamically detect and report phone users location for emergency calling. APIs and Customization: Solution should offer APIs for customization and integration with university applications, this will allow tailoring the solution to our unique requirements. Call Quality: High-definition voice, low latency, and minimal jitter is required. Call Recording: Call recording capabilities. Customized Auto greetings and hold music capabilities. Disaster Recovery: The solution must have robust disaster recovery and failover capabilities to minimize disruptions in case of ISP, network, or hardware failures. User-Friendly Interface: An intuitive and user-friendly interface is required to manage and use the Telephony Cloud solution effectively. Analytics and Reporting: Access to detailed call analytics and reporting is required to assist in monitoring performance, track call metrics, and make data-driven decisions. Reliability and Uptime: Vendor solution must have a strong track record of uptime and reliability. Training: Vendor must provide training Implementation: Vendor must provide timeline for implementation. Security and Compliance: Vendor solutions must comply with relevant data privacy and security regulations, such as encryption, access controls, and compliance certifications. Customer Support: Provide customer support model and SLAs. Quick and responsive support is critical in case of issues. Scalability: Vendor solution must be able to scale with the growth or any decrease of telephony needs of the university. The solution should support the addition of new users, lines, and features without significant disruptions and/or the decrease of those services. Cost Management: Vendor solutions should provide transparent billing and cost control features. It is essential that the university understand the pricing structure of the solution, including any hidden fees or overage charges.
