Specifications include, but are not limited to: MICROSOFT TEAMS NATIVE CONTACT CENTER SOLUTION. 4.2.2.4 Call center solution shall provide agent training functionalities including the ability for an agent to join a call without being heard by the caller, as well as the ability for an agent to take over a call immediately. - OPTIONAL 4.2.2.5 Call center solution shall have the ability to record a call. - OPTIONAL 4.2.2.6 Ideally, the call center solution shall be HIPAA compliant, or the vendor would be willing to execute a Business Associate Agreement (BAA) - OPTIONAL 4.2.2.7 Call center solution shall have the ability to be integrated into the following thirdparty solutions: - OPTIONAL i. Active directory ii. Banner iii. Cerner iv. ServiceNow v. Customer Relationship Management systems 4.2.2.8 Call center solution shall utilize integrated data to recognize incoming calls from students and other university stakeholders, as well as provide insights on the number of times that user has called. - OPTIONAL 4.2.2.9 Call center solution should provide the capability for queuing based on multiple phone numbers. 4.2.2.10 Call center solution should be able to forward messages to voicemails based on specific time periods (i.e., holidays, etc.). 4.2.2.11 Call center solution shall include a chat solution (i.e., chat bot, live agent chat, etc.). - OPTIONAL 4.2.2.12 Call center solution shall integrate with Microsoft Teams availability status. - OPTIONAL 4.2.2.13 Call center solution should have the ability to route calls (i.e., first come first served, round robin, etc.).
