Attachment J6 - Responses to Questions - Solicitation 030ADV24Q0096 - 02-22-2024 - (pp.6).pdf

Attachment J6 – Responses to Questions - Solicitation 030ADV24Q0028

Page Section Paragraph Question Response

We would like to know if this is a brand new contract OR if there is (was) an incumbent performing these services.

The Library cannot provide this information.

If not brand new, could you please provide the current / previous contract number?

The Library cannot provide this information

Would you provide a reasonable range bid for me to work with? Would it be possible to also get an idea of each year from 2024 thru 2029.

The Library cannot provide this information.

Offerors are responsible for proposing their own price in response to the solicitation.

Would you push the quote due date until Friday, February 23, 2024?

Per Item 8 of the SF1449 cover page of the solicitation, the due date for proposals is 12:00pm Eastern Standard Time (EST) on March 1, 2024.

6 C.1 2

Is highest level of accessibility allowing a blind patron or staff to be as productive as a sighted person when using NLS systems?

Use of phone system by nature presents barriers for blind patrons. Interactive Voice Response (IVR) capability brings sighted and unsighted patrons’ ability into balance.

6 C.1 3 What languages need to be supported by interactive voice recognition and response system (IVRR)?

English and Spanish

6 c.1 3 How will IVRR determine which library to connect caller to?

List of primary and secondary rollover, both toll free (where applicable) and local, phone numbers will be provided.

6 c.1 3 How will IVRR connect the caller to the appropriate library, i.e. an external transfer to the library?

The IVR system will require call tree format capability which allow calls to be transferred to local network libraries. For example: A patron calls from California and the call is moved to the next level in the tree (California). Then IVR will ask the patron, northern or southern California, and based on the patron’s response, the call is transferred to either a north or south network library which services that part of the state. A list of primary and secondary rollover, both toll free (where applicable) and local, phone numbers will be provided.

6 c.1 4 Would it be helpful to have text to speech available for introduction and call tree?

No

6 c.1 5 What system is used by the helpdesk technicians for trouble tickets?

Contractor may propose and train staff on any softphone software that has the capability outlined in C.3.3, C.3.4, C.3.5. The software currently in use is Amazon Connect softphone.

6 c.1 5 Is there a requirement that the trouble ticket system be interfaced in any way to the IVRR?

Yes, IVRR would need to transfer inbound callers to the softphone system which must have trouble ticket capability.

6 c.1 6 What reporting is required for calls coming in from vanity numbers?

Volume, time on call, number called from and where caller is transfered to.

7 c.2 1 What soft-phone system services are required?

Contractor may propose and train staff on any softphone software that has the capability outlined in C.3.3, C.3.4, C.3.5

7 c.3.1 2 How will IVRR know which library to connect caller to?

List of primary and secondary rollover, both toll free (where applicable) and local, phone numbers will be provided.

7 c.3.1 3 What is meant by 'continuous 24/7 connection to each cooperating regional library'?

The system must work 24 hours a day, seven days a week.

7 c.3.1 4 Do the cooperating regional libraries have a call center for their local and toll-free numbers?

No.

7 c.3.1 5 What data is required to be tracked for reporting purposes?

These are examples and the list of reports is not limited to these examples:

(total successful Location Transfer Report transfers per day, total transfer failures per day, total successful transfer month to date, total transfer failures month to date);

(Number of default Default Transfer Report transfers due to transfer failures per day and month to date, number of default transfers due to max user errors per day and month to date);

(total calls per date Call Data Report-to-Month month (month to date) from phone number to transfer to phone number);

(number of calls to the Main Menu Report network libraries, to Information Section (headquarters), to BARD Help Desk, to Music Section, to eReader help desk.

(calls failed to transfer Transfer Failure Report from phone number to library phone number by location);

(number of calls that day, Daily Tracking Report duration of calls in minute, Average Duration in minutes, attempted transfers, transfers, transfer duration in minutes and average transfer duration in minutes)

7 c.3.1 7 Are both caller-id number and caller-id name displayed for NLS phone and voice mail systems?

Yes, both the caller-id number and name shall be displayed. The voice mail system shall provide phone number of caller.

7 c.3.1 9 What languages need to be supported by interactive voice recognition and response system (IVRR)?

English and Spanish

7 c.3.1 11 Will a text to speech function such as Amazon or Google meet requirements?

Not requested.

7 c.3.1 13 What functions constitute a fully operational system? All requested functionalities working as designed.

8 c.3.1 17 What is NLS Music Section?

A Section at NLS that provides music materials direct to patrons without network libraries as intermediaries.

8 c.3.1 17 What is NLS headquarters information Section and under what circumstances are calls defaulted there?

If callers ask for operator assistance or if a call fails to transfer, calls are routed to the Information Section (headquarters). The goal is to minimize the need to have calls transferred to the Information Section.

8 c.3.1 17

How do callers 'barge in"? Barge in is normally used by managers to take over a contact center call from an agent?

This means that callers can interrupt the IVR call tree recorded message to move to the next level/item instead of having to listen to the entirety of recorded messages.

8 c.3.1 20

Does NLS own the 888-NLS-READ or what vendor or telcom provider owns the number and any vanity numbers?

The Library of Congress leases 888-NLS-READ from Verizon.

9 c.3.4 1 What is IVR Softphone? Normally, vendors have their own desktop and mobile clients or apps.

Contractor may propose and train staff on any softphone software that has the capability outlined in C.3.3, C.3.4, C.3.5

9 c.4.1 1 How many agents are presently in place and how many additional agents may be required and when?

Currently 4. This number could increase or decrease.

9 c.4.1 2 How many mailboxes will be needed? Are individual mailboxes to be accessible by multiple agents?

Yes, individual mailboxes will be accessible to multiple agents.

9 c.4.1 3 Are there multiple custom messages for the auto receptionists and call queues?

Yes, NLS will provide .wav files

9 c.4.1 4 What are Metrix reports. What vendor(s) provide this software?

Maxtrix reports are generated by offeror/contractor based on the Library’s needs.

These are examples and the list of reports is not limited to these examples:

Location Transfer Report (total successful transfers per day, total transfer failures per day, total successful transfer month to date, total transfer failures month to date);

Default Transfer Report (Number of default transfers due to transfer failures per day and month to date, number of default transfers due to max user errors per day and month to date);

Month-to-date Call Data Report (total calls per month (month to date) from phone number to transfer to phone number);

Main Menu Report (number of calls to the network libraries, to Information Section (headquarters), to BARD Help Desk, to Music Section, to eReader help desk.

Transfer Failure Report (calls failed to transfer from phone number to library phone number by location);

Daily Tracking Report (number of calls that day, duration of calls in minute, Average Duration in minutes, attempted transfers, transfers, transfer duration in minutes and average transfer duration in minutes)

9 c.4.1 5 What specific phone numbers (local, extensions, etc.)

are calls routed to?

List of primary and secondary rollover, both toll free (where applicable) and local, phone numbers will be provided.

9 c.4.1 5

What is meant by route calls to a softphone? In most cases, softphones and hard phones have extension numbers.

Correct

9 c.4.1 6 What is a Quick Connect?

Quick connect allows the creation of destinate common transfers. For example, you might create a quick connect for Tier 2 support. If agents in Tier 1 support can't solve the issue, they will transfer the contact to Tier 2.

9 c.3.5 1 What user/admin permissions are required to retrieve voicemail?

Passcode/password

9 c.3.5 1 What is the retention policy for voicemail?

Following the contract matrix, they are dealt with within hours of receipt. Once the calls are returned, the voicemails are moved into a “Processed” folder. Folders are managed by the Library.

9 c.3.5 1 Will each agent have his/her email address or will there be group email addresses?

Group email box.

9 c.3.5 2 What is meant by flag a voicemail? Is flag the same as forward?

Yes, grab voicemail and transfer/forward.

9 c.3.5 3 Will all users including agents, supervisors, admins, etc. be required to sign in and sign out of the system?

Yes

9 c.3.5 3 Will agents sign in and out of their assigned call queues?

Agents will sign into the system, not individual queues.

9 c.3,5 4 Will supervisors be able to change agent status? Yes, as can the agent themselves.

9 c.3.5 6 Will there be a toll free number for help desk?

Yes, to the help desk and from the help desk with caller id with caller number and name.

9 c.3.5 8 Will agents and supervisors have the ability to route calls manually to helpdesk?

Yes

10 c.3.6 1 How frequently will contractor be required to update recording heard by callers?

(Softphone) Infrequently, only updated once in 5 years. Requirement is once annually without charge. .wav file provide by the library.

10 c.3.6 2 How frequently will contractor update prompts, order of prompts and number of prompts?

One per contract period (once per year) without charge.

10 c.3.6 3 What call volume increases or decreases are expected?

Significant call increases may occur when advertising campaigns are running. The dates of the next campaign are undetermined at this time.

Calls could reach 48,000 per performance period.

10 c.3.7 1 What is included in seamless transition? No break in service (system capability).

Which clauses are incorporated into the contract by reference?

Clause I.1 52.252-2 CLAUSES INCORPORATED BY REFERENCE provides the site with the full text of the clauses. In addition, the Christian Doctrine applies to the contract.

Attachment J4

Why does DNIS not identify the 800 number dialed such as 888-657-7323 as the dialed number?

Current Service Provider Local number is forwarded to 888-657-7323

Attachment J4

In the December 2023 Sample NLS Month-to-Date report, DNIS always appears as 202-888-9938.

Current Service Provider Local number is 202-888-

Any API and or SDK for 19 NLS IT systems such as NLS web site, PIMMS, WOW-2, LEADS, and WebREADS requirements?

No

Any Integration with SaaS such as ServiceNow, Salesforce and Zendesk requirements?

No

Any pain points on existing system for patrons, cooperating libraries, NLS staff and OCIO personnel?

No, the system works as designed.

What system is currently in use?

IVR and softphone systems are provided by Contractor.

What is causing you to look for a new system? The current five (5) year contract is expiring.

Any wish list for missing features?

No, but the Library is open to recommendations from offerors.