Applicant Telephone Services Sample Clauses

Applicant Telephone Services. Voice telephone services shall be provided for certification inquiries and return of calls from Contractor staff to applicants, their guardians, and/or health care providers. Contractor shall obtain, install and maintain a toll-free phone number accessing sufficient telephone lines to result in callers receiving a busy signal on no more than ten (10%) percent of all attempted phone calls at peak call times. Contractor shall provide and maintain a telephone message recorder or voicemail so that callers may leave a message after business hours. All messages must be picked up, transcribed, and returned on the next business day. The contractor’s place of business must be open on all holidays except for the holidays referenced above in scope. In addition to voice telephone services, the Contractor shall provide, install, and maintain access for individuals who are deaf or hard of hearing using modern communication technologies such as Video Relay Services (VRS) and IP Relay. These services will be available during all normal hours of certification office operation and equipped to allow for automated greetings and message capabilities during after-hours. All messages must be retrieved and responded to on the next business day.