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.ESB Networks require a highly available Dispatch Telephony System and Call Recording facility capable of serving operational requirements of the Distribution Control Centres in Dublin and Cork. The system will be fully autonomous and independent of other ESB communication systems. The Dispatch Telephony capability shall be hosted locally in DCC locations or across the existing two ESB Data Centres or ESB Networks Operational Data Centres.1. The Dispatch Telephony System shall be capable of providing IP based telephony that will replace the existing CallTouch and MD110 dispatch telephony platform. Required number of users and functions at each of the DCC locations:NDCC:— Control Operators: 7;— Dispatch Operators: 6;— Supervisor Office: 1;NDCC Disaster Recovery:— Control Operators: 4;— Dispatch Operators: 4;SDCC:— Control Operators: 4;— Dispatch Operators: 4;— Supervisor Office: 1;Total DCC users: 31.2. The Dispatch Telephony System shall be capable of providing full redundancy with no single point of failure and all services duplicated between the 2 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 TETRA Ireland PMR 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:i. Inbound call prioritisation by Originating Number.ii. Inbound call messaging facility with the agent status information for the calling Network Technicians.iii. Messaging facility for the emergency operation.iv. IVR and Voice Mail facility.v. Courtesy greeting.Outbound call routing management.Call Log with received, dialled and missed calls.Call pickup, call interception and a 2-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.