The scope of work for the phone system functionality shall include the following key components: 1. Queue Automation: The system must inform callers they are in a queue and provide real-time updates on their place in line. 2. Multi-Language Auto Attendant: The auto attendant must offer a Spanish-speaking option to serve the community better. 3. Automated Holiday and Custom Messaging: Identified departments must be able to switch to automated holiday messages and create custom messages to provide citizens with timely updates and information. 4. Unified Messaging and Voicemail Integration: The phone system must include integrated voicemail with unified messaging, including speech-to-text transcription. Voicemails must be time and datestamped and accessible via phone and email. 5. Intercom/Paging for Emergency Alerts: The system must include intercom and paging capabilities for sending emergency alerts or warning notifications throughout the organization. 6. Remote Call Routing: Remote staff must be able to route calls back to on-site County personnel to ensure smooth communication, regardless of location. 7. After-Hours Messaging System: The system must support an after-hours voice messaging setup, including assigning different roles and access levels within the messaging system at the department level. 8. Call Recording and Archiving: The system must have call recording capabilities with configurable archiving storage based on group, office, or department needs.
