Call/Contact Management System

Overview

Call/Contact Center provides call reporting on agents and call volumes. Agent and supervisor licenses are required.

Includes

Call/Contact Center platform benefits:

  • Prioritization of call handling
  • Agents can be separated by skill set for incoming calls
  • Call Management System supervisor reporting of statistics in real time or historical
  • Troubleshooting and repair coordination/tracking

Service Level Targets & Availability

  • Standard Service Level Agreement based on customer Priority preference requested within FootPrints
    • Low Priority - Maximum two business days to reply and resolved within 10 business days or less
    • Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
    • High Priority - Maximum 4 hours to reply and resolved within 2 business days
    • Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours
  • Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
  • Outside hours by special arrangement with an agency
  • Limited support is available for after business hours, weekends, and holidays

Service Rates: Please see below:

Options Available for Additional Charge

  • Call/Contact Center programming - $350/hr
  • Agent and Supervisor licenses $250 per agent
  • Usage – Agent Fee - $5.15 per month
  • Headset (recommended)
  • Monitor to display real time stats (if needed)
  • Training -$350/hr plus expenses
  • Customized programming $350 per hour

Customer Expectations

  • Provide a completed service order with requirements

To get help or order this service

  • Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization
  • Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Footprint ticket in the “Telephone Work Orders” workspace at https://footprints.state.me.us/footprints/telco.html
  • Report trouble with service:
    • Call OIT Service Center at 624-7700 and assign to ‘Voice Troubles’

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