Postponement Status Flow Chart
Schedule 1 Functional Requirements
This schedule must be completed by Contractors and must be included with proposal (upload into BidSync).
Priority (M, H, D) Column
M "M" means mandatory. Mandatory requirements must be currently met by the offered product. Failure to comply may result in automatic disqualification of the Contractor’s proposal.
H "H" means highly desirable. Highly Desirable requirements describe the core functionality of the system. Highly Desirable requirements will be given more weight by the evaluation committee than Desirable requirements.
D "D" means Desirable. Desirable requirements describe the "nice to have" features, and will be weighted accordingly by the evaluation committee.
Response (Y, N, R) Column
Y “Y” means yes, and indicates that the requirement is currently met by the offered product/system solution(s).
N “N” means no, and indicates that the requirement is not currently met by the offered product/system solution(s).
R “R” means request for additional information or further clarification.
Reference No.
Priority
(M, H, D)
Usability Requirements
Response(Y, N, R) 1.0 M System must support alphanumeric entry. Describe support for
Dual Tone Multi Frequency (DTMF).
1.1 M Capability to notify the callers when the IVR system is
unavailable. A pre-recorded message that is activated when the system becomes unavailable.
1.2 H Ability to recognize case type and route the caller accordingly. It would be ideal to have the system prompt for an Identification Number and place call with the appropriate office (i.e.
Collections, Criminal Traffic, Civil, Jury Services).
2.0 M Ability to repeat entered information to caller for verification.
2.1 M Ability to repeat spoken information to caller for verification.
3.0 M Ability to confirm/validate retrieved case information.
4.0 M Callers may enter prompts at any time during message playback.
5.0 M Describe how the system handles case number with similar keypad entries. (example: A1234 and T1234).
6.0 M System must have the ability to request other verifying information such as name, address, date of birth.
7.0 M Accept rotary dial input.
8.0 M IVR system must be capable of capturing inbound call information such as ANI, DNIS, II Digits, and Caller ID.
9.0 M Support a “look ahead” feature to ensure that an operator is
IVR System(s)
Reference No.
Priority
(M, H, D)
Usability Requirements
Response(Y, N, R) available.
10.0 M Support “transfer-out” to a live operator with related application and information displayed on the operator’s screen, including any information entered by caller.
11.0 M Ability to have the operator return the caller to selected points in the IVR script to allow the caller to complete the desired self-processing.
11.1 M Ability for customer to perform more than one transaction / option per call.
12.0 M The operator must be able to route the caller and IVR information window to any desired source of assistance (i.e. supervisor).
13.0 M Depending on the progress of the call, pop up a different host application screen to the operator.
14.0 M While waiting in a queue for an operator, the caller can go to the audio text section and listen to info that may obviate the need to speak with an operator. The caller will not lose their position in the queue if he/she opts to go to audio text.
15.0 M The IVR must be capable of call routing.
16.0 M The operator can have the ability to transfer a call to another operator.
17.0 M The IVR system must have the capability to act as an Automatic Call Distribution (ACD) system.
18.0 H The system should support speech recognition for data entry and menu navigation.
19.0 H Support type ahead dialing.
20.0 H Callers can select voicemail or call back features.
21.0 H Ability to enable or disable type ahead dialing.
22.0 D Describe system functionality that will provide a place in the queue to type information to the caller.
22.1 H Ability for caller to submit Customer satisfaction survey.
Reference No.
Priority
(M, H, D)
Recording Capability Requirements
Response(Y, N, R) 23.0 M Support download/upload of digitized voice recordings. Describe
the process to upgrade recordings.
24.0 M Describe the systems on-site and off-site recording capabilities.
25.0 M Provide the maximum message length supported by the system.
26.0 M Describe the system’s ability to edit noise.
27.0 M Describe the system’s ability to suppress “silence” during voice storage.
28.0 M Multiple applications can access the same voice recordings.
29.0 M The system must support menus of pre-recorded information with answers to frequently asked questions such as hours of
operations, court procedures, parking and Directions to Court Buildings etc.
IVR System(s)
Reference No.
Priority
(M, H, D)
Recording Capability Requirements
Response(Y, N, R) 30.0 M Recordings can be changed by time of day and/or day of week.
31.0 M Authorized individual(s) can record emergency messages from any touch tone phone.
32.0 M Ability to make frequency and volume adjustments to recordings.
33.0 H Support message-editing features including truncation and concatenation.
34.0 H Recordings for a specific date can be programmed in advance.
35.0 D Does the system provide a “fade control” feature?
Reference No.
Priority
(M, H, D)
Text to Speech Requirements
Response(Y, N, R) 36.0 M Ability to retrieve documents and/or data from external
applications and databases.
37.0 M Support text to speech translation of common formats including but not limited to ASCII, MS Word, HTML.
Reference No.
Priority
(M, H, D)
Speech Recognition Requirements
Response(Y, N, R) 38.0 H Support speech recognition for recording and data capture.
39.0 H Speech recognition should be an inherent feature of the system.
40.0 H Support speech recognition for menu navigation.
Reference No.
Priority
(M, H, D)
Language Support Requirements
Response(Y, N, R) 41.0 M Support English, Spanish, and Vietnamese languages.
42.0 H Optionally support other languages simultaneously.
Reference No.
Priority
(M, H, D)
Reporting Requirements
Response(Y, N, R) 43.0 M Provide historical reporting tools.
44.0 M Provide real-time reporting tools for supervisor monitoring.
45.0 M Support custom and ad hoc reports.
46.0 M Ability to interface and convert various reports such as Active report, MS Access or MS Excel.
47.0 M Reports can provide utilization projections on historical trends.
48.0 M Provide print out of errors.
49.0 M Ability to report number of calls and what day and time the call occurred.
50.0 M Ability to report calls per line.
51.0 M Ability to report successful connections, dropped connections and busy connections.
52.0 M Ability to report waiting times of a call.
IVR System(s)
Reference No.
Priority
(M, H, D)
Reporting Requirements
Response(Y, N, R) 53.0 M Ability to report other user defined statistical information (i.e.
length of call)
54.0 M Ability to generate reports of IVR payment transactions by division and accounting period. (i.e. return of payments, void items, detailed customer transactions, daily settlements etc..)
Reference No.
Priority
(M, H, D) Electronic Payment Processing Requirements Response
(Y, N, R) 55.0 M The system must support collecting and processing of a payment
from the telephone via a credit or debit card or Electronic Fund Transfer (EFT). Payment authorization must be real-time. The system can return a confirmation code or receipt number of the transaction to the user via text or email. All payments must be tracked and the host system updated to show payment received.
55.1 H Ability to allow customer to review last transaction.
55.2 H System would route caller to appropriate payment script based on
“Case Type”.
55.3 M Ability to require that the customer enter credit card/banking information twice to reduce erroneous payments from being entered.
56.0 M Describe features that support ‘electronic payment processing’.
57.0 M Can the system use the host applications payment-processing functions? If so, describe.
58.0 M Describe how the system handles/prevents short/over and duplicate payments’.
58.1 M Ability to provide access to void/cancel transactions prior to settlement.
59.0 M Provide credit or debit card processing networks supported by the system.
59.1 M Provide ability to process, track, and report all chargebacks and rejected EFT transactions.
59.2 M Ability to use court’s merchant accounts and approved gateway service.
59.3 M Ability to synchronize credit card/EFT settlement timing to coordinate with Court requirements.
60.0 M Describe the systems security features in protecting confidential payment data. Proof of PCI compliance is required.
61.0 M Ability to provide case payment history and fine balance information.
61.1 M Ability to search for current and historical payment information.
(i.e. search by case no., payment amount, date, etc.)
IVR System(s) 62.0 D Support outbound fax capabilities such as receipts for payment.
63.0 D Ability to fax forms requested by the caller via the operator or through keypad commands.
64.0 D Support fax broadcasts.
65.0 D Support fax on demand.
66.0 H Support outbound email and phone texting capabilities.
Reference No.
Priority
(M, H, D)
Other Applications Requirements
Response(Y, N, R) 67.0 M Describe the system’s CTI (Computer Telephony Integration)
features. Such as web services which allow communication with our VOIP system.
68.0 M Describe the system’s ACD (automated Call Distribution) features.
68.1 D Predictive Dialer functionality
Outbound messaging campaigns are used heavily by the Court. The dialer calls between 200-500 people a day for 2 separate departments through 2 different configurations in the system. Those configurations are:
1) Family Law – Cases that have upcoming hearings for particular case types and fee waivers and child
custody investigation payments due 2) Mediation – Cases that have upcoming hearings The dialer should have the following functionality in order to meet Court requirements:
Provide for full control of configuration locally within each business unit while including:
o Script configuration setup
o Dialing campaign setup (what type, what time) o Administration of reports and delivery of those
reports via automatic email transactions
o How many calls are made to a number depending on results of last call. (e.g. if the Court hits a busy signal call, two (2) more times, once every hour vs. if the Court gets a live pickup do not call again.)
Ensure that duplicated phone numbers do not get multiple calls
Reference No.
Priority
(M, H, D)
Diagnostic/Logging/Monitoring Capabilities Requirements
Response (Y, N, R) 69.0 D Ability to notify administrator or appropriate individuals of errors
real-time by page, email, or fax.
IVR System(s)
Reference No.
Priority
(M, H, D)
Diagnostic/Logging/Monitoring Capabilities Requirements
Response (Y, N, R) 70.0 D Describe the systems diagnostic capabilities.
71.0 H Ability to perform self-diagnostic on criteria defined by administration.
72.0 Left intentionally blank
Reference No.
Priority
(M, H, D)
TDD Support Requirements
Response(Y, N, R) 73.0 M The system must support telecommunication device for the deaf
(TDD).
74.0 M Describe compliance with Americans with Disabilities Act (ADA) guidelines.
Reference No.
Priority