DCC Dispatch telephony system

Quantity or scope

The provision of a utility grade Dispatch Telephony platform and Call Recording facility along with system implementation and ongoing support services.1.The Dispatch Telephony System shall be capable of providing IP based telephony to service the needs of ESB Networks DCCs.2.The Dispatch Telephony System shall be capable of providing full redundancy with no single point of failure and all services duplicated between the two Main DCC locations.3.The Dispatch Telephony System shall be capable of facilitating a fully functioning NDCC Disaster Recovery site.4.The Dispatch Telephony System shall be capable of providing physical and soft client operator end points suitable for operation within the DCC environment. DCC operator end points shall provide the visual representation of agents and call groups with interactive control and high degree of customisation.5.The Dispatch Telephony System shall be capable of providing the Call Recording facility for all DCC operators with an instant playback function for recent conversations.6.The Dispatch Telephony Systems shall be capable of integrating with the corporate telephony; in particular with Cisco UCM 10.5 and AASTRA MX-One platforms.7.The Dispatch Telephony Systems shall be capable of integrating with Portable Mobile Radio (PMR) system (Tetra Ireland) and/or Digital Mobile Radio (DMR) system.8.Contingency for PSTN telephony services for both DCC locations and DR site shall be maintained.9.The Dispatch Telephony System shall be capable of providing the following functionality:— Automated inbound call handling:Inbound call prioritisation by Originating Number.Inbound call messaging facility with the agent status information for the calling NT's.Messaging facility for the emergency operation.— IVR and Voice Mail facility.Courtesy greeting.— Outbound call routing management.— Call Log with received, dialled and missed calls.— Call pick-up, call interception and a two-way intercom facility.— Integrated contact directory accessible from the operator's end points with the off-site backup and access mechanism in the event of the system failure.— Integrated Call Detail Reporting (CDR) tool for internal and external call analysis or ability to integrate with the corporate telephony CDR system; in particular with Softex and RedBox Call Management.— Single management interface for the entire system.— High degree of efficiency and flexibility in call handling.