Specifications include, but are not limited to: HACN is looking for a Communication Center solution with a unified communications approach, that includes advanced call center, auto attendant, call routing, SMS, eFax, detailed PSTN reporting, and comprehensive administrative functions. Solutions will need to be integrated into our Microsoft infrastructure and TEAMS and will need to address the following. Clients calling in voicing Key Words and call routes (vs keypad selection). Example: Client calling and saying, “Rental Assistance”, call routes to designated queue. o If calls placed and auto attendant (2 tries) to auto route to operator rather than keeping them on the menu Call Queue - Managers ability to administer their assigned agents and call queues. To include: o Change order of agents in call queue o Add/Remove agents of their call queue. o Out of Office, call queue to handle send to next agent. o Call timeout routing options. o Call statistic reports for their agents and call queues. SMS/Text capabilities o Group Clients should send SMS/Text to a main number for assigned staff to make replies from the group number. o Individual Field workers require SMS/Text capabilities outside of (TEAMS) IM. o Administrative Reporting Detailed track on number messaging (SMS/Text) into an HACN phone number and what number an HACN messaged out to. Detailed call (PSTN) and routing reports and Statistical Reporting o Example 1: detailed track on number calling into HACN, who answered it, or where the call ended (voice mail, transfer, drop, etc.) o Example 2: Track who in HACN called out to number o Example 3: Detailed reports on individual employee usage o Example 4: Statistical information of call volume through call queues and menu options Soft phone integration o Majority of staff prefer the desk phone option vs computer-based headset use. o Operator prefers desk phone side car options for call transfers. 911 calling (Kari's Law & Ray Baum's Act 2020)
