Specifications include, but are not limited to: 3.2 INBOUND CALLS (U/C) 3.2.1 Call Origination Inbound calls may originate from many sources. These include, but are not limited to: MSU staff who are trained to identify issues, determine required response and urgency of response, and convey information accurately and effectively to dispatch. This includes UPD officers and custodians. MSU staff who may be working after hours and notice something out of the ordinary. Faculty and students who notice something out of the ordinary. Trouble calls originating from an alarm system panels and are routed through a third-party alarm monitoring company (currently Kenco). These calls are non-life safety alarms and include but are not limited to fire alarm panels (typically supervisor/system issues, not “Fire”), and environmental alarms for areas/systems requiring operation within specific temperature ranges. 3.2.2 Call Answering General requirements for receiving calls shall include the following: The call center shall be staffed to receive calls weekdays from 5:00 PM to 7:30 AM, and 24 hours on all weekends and all MSU Holidays (10 holidays on even number years and 11 holidays on odd number years). An automated message shall play at the start of an incoming call that directs a caller to dial 911 if it is an immediate life safety emergency. At the conclusion of the automated message, the call shall be answered by a live call center operator. Touch tone menus shall not be allowed. Calls shall be responded to in a courteous and professional manner. A caller shall not be put on hold without verifying that the caller’s situation is not a life safety emergency. MSU expects that callers are rarely placed on hold and all hold times shall be minimized. Mean and Maximum hold time targets are: Mean Hold Time - 20 seconds. A hold time report shall be provided to MSU each month. Maximum Hold Time - 60 seconds. The call center shall be able to forward 911/life-safety calls directly to the Gallatin County 911 Center and if required by Gallatin County, shall enter into a MOU to outline the rights and responsibilities of accessing the direct Gallatin County emergency dispatch phone number. This shall be done at no additional costs to MSU beyond that included in the base price. The call center shall provide sufficient staff to manage the influx of calls in accordance with the requirements of this RFP. Currently call volume averages 4.5 calls per night with the average total operator time per call being 115 seconds. The complexity of the situation as well as variability in experience and understanding of the person who is calling requires that the call center employee shall be able to listen and comprehend the nature of the call, ask for additional information as needed, and determine appropriate response as identified in “3.3 – Dispatch”. 3.2.3 Call Information Collection To assist the call center in determining response, MSU has developed general procedures that are to be followed for every call. This document is included as Attachment A to the RFP and is entitled “General Callout Process”.