Common use of Call Transfer Capability Clause in Contracts

Call Transfer Capability. Briefly describe capabilities to redirect a toll free call, after it has been answered by VITA’s Contact Center, in the following ways: 1. Send the caller to a target party (without remaining on the call). 2. Put the call on hold, and conduct a transfer to another target party, with the ability to hear call progress tones (e.g., ringing), then being disconnected from the call once the call is re-terminated at the target party. 3. Conference with the original caller, and the target party, prior to call transfer. Confirm that each of the above transfer types can be accomplished for the following types of target numbers:  Another VITA toll-free number.  Another customer’s toll-free number on Supplier’s network.  Any dialable long distance number, potentially outside of Supplier’s network. Detail whether the caller can be returned to the original menu if the call transfers in items 1 and 2 above are unsuccessful. VITA prefers that the caller being transferred does not hear any audible tones associated with the transfer. State whether Supplier’s call transfer solution provides this capability. VITA prefers to have the ability for a transferred call to pass information to the new termination point that was available during the original call, including ANI and any menu routing digit information. The Supplier should provide a detailed description of information that can be transferred along with a call. VITA is interested in a speed dial option with the call transfer capability. The Supplier should describe how its speed dial option is used. Yes Bidder’s Product Description: Comply (Yes/No) Explanation/Description (d. Call Transfer Capability) CenturyLink can provide VITA with our Transfer and Release (TnR) feature. TnR is a network-based, toll-free feature that allows callers to be transferred to other locations during the same call. By initiating TnR, the 8XX call is transferred to another location or agent. The called party has three options to transfer the call to another party. 1. Blind—allows Agent A to transfer the call to Agent B without an announcement 2. Consult—allows Agent A to consult with Agent B prior to transferring the calling party (during the consult mode, the calling party stays on hold) 3. Conference—allows all parties (A, B and calling) to conference prior to transferring the calling party to Termination/Agent B Music on hold (MOH) option is provided to prevent caller from hearing audible tones associated with the transfer. For MOH during transfers VITA may select: 1. CenturyLink-provided MOH 2. Voice recording (e.g., Please hold while your call is transferred) 3. MOH provided by VITA Benefits of TnR: Increases efficiency by quickly transferring the calling party to the appropriate agent or location Seamless transfer of information through 2- or 3-way conferencing TnR provides ANI and DNIS pass through delivery for service continuity Reduced transport costs through released lines and reduced port usage If a call transfer is unsuccessful, additional transfers may be attempted to a maximum of 20 transfer attempts are allowed per call Callers can be transferred to any nationally-approved, toll-free switched or dedicated termination Callers can be transferred to CenturyLink, national 8XX numbers. Speed dialing is available within the TnR dialing plan. These dialing plans define the termination for each transfer “dialed number” for a specific toll free number. The dialing plan includes routing to specific trunk groups with DNIS or an ANI for switched termination. A range can be built into the TnR Dialing Plan such that any number dialed within the range will represent the desired transfer destination and will be routed to that specific destination