Q A_3_SEPT_2015.docx

W912MM-14-T-0046 Q & A

3 Sept 2015 RFQ Due Date: 8 Sept 2015

1. How will the recruiters handle multiple calls coming in at the same time?

For example: the IVR routes a call to their cell phone and to their desk phone.

Will there be voice mail available or will the calls be routed back to the IVR to be handled by a live agent or to for a message to be captured?

· All calls will be routed the Recruiters Cell phone and voice mail.

2. Holidays: We assume the IVR will the available 24/7/365 but recruiters may not want to take calls during Federal holidays. On those days, will all calls be left on voice mail for individual recruiters after the IVR routes the calls to their number or will the preference be for the IVR to internally route the calls to a recruiters voice mail for them to access with a password after the holiday?

· All calls will be routed to the assigned phone number and each Recruiter will be responsible for their own voice mail.

3. Is there a location for rack mounted hardware or is this expected to be a cloud offering?

· This requirement is intended to be cloud based.

4. What is the interface to the 800 number? PRI, SIP?

· PRI

5. Besides English, are there any other languages that will need to be supported?

· Spanish

6. Is it the case that a recruiter will always be assigned to a zip code?

· A default number will be available for all out of state zip codes, unassigned zip codes or for any one that does not know their zip code.

7. What happens if a recruit does not know or does not enter a valid zip code? Is there a default recruiter assignment for these cases?

· A default number will be available for all out of state zip codes, unassigned zip codes or for any one that does not know their zip code.

8. We see several zip codes could be assigned to multiple recruiters. If both recruiter A and B are unavailable, is there a general recruiter voicemail that can be used?

· The IVR Service will alternate calls between each recruiter. Each Recruiter’s voice mail will be available.

9. If recruiter A is unavailable (ie: on vacation or active deployment), is it the case that recruiter B will then be receiving all transfers (during recruiter A’s vacation) or temporarily (during recruiter A’s deployment) until a new assignment is given – or vice versa?

· Each Recruiter’s voice mail will be available

10. How should the IVR application handle any transfers that are busy / Ring No Answer / Disconnected?

· Each Recruiter’s voice mail will be available

11. Are there time-of-day considerations as to when a recruiter can be called (ie: after hours)?

· Recruiters are available 24/7/365

12. Are there holidays and weekend considerations when transferring recruits to a recruiter?

· Recruiters are available 24/7/365

13. Are you looking for a Premise or Cloud based system?

· Cloud based system.

14. What type of circuit(s) will the 8 simultaneous inbound calls be coming in on (T1/PRi/Analog, etc.)?

· PRI

15. What is the current average daily/weekly/monthly volume of inbound call?

· Maximum of 100 calls per month.

16. Current Average Length of inbound call

· Current average is 5 minutes.

17. Average current monthly minutes of usage - Inbound and Outbound (if applicable)

· 500 minutes.

18. Average Speed of Answer (ASA) requirement

· 3 Rings

19. Acceptable Abandon Rate requirement

· None

20. Will there be a media buy to coordinate spikes/usage of IVR and Inbound/Customer service

· This will be awarded as a Firm Fixed Contract and no charges will allowed within the estimated call volume.

21. IVR Customer Service requirement - does this entail a live inbound component to handle calls that can not be transferred to a recruiter during normal business hours (8 AM - 5 PM).

· Customer service is only required Monday – Friday 8am – 5pm.

22. Technical Support requirements - please expand on hours required and types of support required (ie: assistance with new IVR recording or new cell phone transfer number - or other?

· The majority of all customer support will be IVR recording, new cell phone transfers and troubleshooting service problems.

23. Do you foresee that this line will/could be used for deployment notifications or other future efforts?

· No

24. Do all recruiters have an email along with a phone number? (This can allow us to forward voice mails to their emails)

· All Recruiters have voice mail with their cell phone. No voice mail forwarding will be required.

25. Is this a Firm Fixed Pricing Contract?

· This contract will be awarded as a FFP award.

26. Can you provide call volume history for the past 6 months?

· Call have not exceeded 100 calls per month and average 5 minutes each.

27. What is the response Requirements? Word? PDF? Length? Delivery Method?

· All reports should be delivered via e-mail and be in an excel spreadsheet.

28. How often do recruiters Change?

· This information is not predictable.