Specifications include, but are not limited to: Phone System Requirements 1. The phone system will serve 3 buildings. a. The DTA Operations center, 2402 West Michigan Street, Duluth, MN 55806. The operation center houses all DTA vehicles, administrative staff, and maintenance department. b. The Duluth Transportation Center (DTC), 228 West Michigan Street, Duluth, MN 55802. This building serves as the DTA’s primary transit hub. There is a customer service booth, office, and Code Blue stations in the public parking area that require phone service. c. Transit Center East (TCE), 214 West Superior Street, Duluth MN 55802. 2. Features Needed a. Call Monitoring for a supervisor to listen to a manager during a conversation. b. Call recording, allowing the ability to record and save the audio for calls for customer service, STRIDE and Dispatch incoming calls. c. Automated Attendant, allowing customers who call the main number to redirect their call to the correct department such as customer service, STRIDE, lost & found, or speak directly to a phone operator. And a different automated attendant script for someone who calls our business line allowing them to transfer by extension or to do a directory search either by name or other ways of finding the employee they are looking for. d. Call queuing to allow someone who calls a phone operator to wait until an operator is available. e. Hunt groups or Ring Groups. Allowing, for example, one call to go to a group of phone operators all at the same time so all have a chance to answer the call. f. Ability for those phone operators to have the ability for 1 touch or very simple forwarding. For example, with our current phone system their phone has a sidecar, and they simply have to push the button for who they are transferring to. g. Direct Inward Dialing –We would like to keep our existing phone numbers. When someone calls one of our numbers it should either send the call directly to an extension phone, or to an automated attendant system. h. The ability to connect a headset to at least some phone types. i. Other standard features in most phone systems such as Call Park / Call Forwarding / Caller ID / Voicemail / Muting / Do Not Disturb. j. A conference bridge to allow conference calling between a group of both internal and external users. k. Unified Systems and compatibility with Microsoft 365 are a preferred feature, all users currently have at least Microsoft E3 licenses. l. Administrative features such as changing auto-attendant messages, adding removing users and resetting voicemail boxes with clear instructions and/or training. 3. Current inventory and networking a. We currently have a 100Mbps up/down internet connection at our main location. b. We have a 50 Mbps up/down ethernet over coax between the TCE and our main location.
