[INSERT CLIENT NAME]
Request for [IDENTIFY Proposal Type]
For
[INSERT Name of Solution]
[ADD CLIENT LOGO]
Response by:
[Authorized OAISYS Partner]
[INSERT LEFT AUTHORIZED OAISYS PARTNER LOGO]
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Table of Contents
INTRODUCTION .................................................................................................................................... 5
1.
EXECUTIVE OVERVIEW ....................................................................................................... 5
2.
BACKGROUND AND PURPOSE ........................................................................................... 7
2.1 Company/Organization Background Information ..................................................................... 7
2.2 Summary of the Requirement ................................................................................................... 7
2.3 Demonstrated Understanding of Environment/Desired Goals ................................................. 7
3.
RFP TERMS AND CONDITIONS ........................................................................................... 9
3.1 Definition of Terms.................................................................................................................... 9
3.2 Confidentiality ........................................................................................................................... 9
3.3 Proposal Preparation Costs .................................................................................................... 10
3.4 Proposal Validity ..................................................................................................................... 10
3.5 Acceptance or Rejection of Submissions ............................................................................... 10
3.6 Contract Negotiation and Execution ....................................................................................... 11
4.
RFP AMENDMENTS AND CLARIFICATIONS ..................................................................... 12
4.1 Question Period ...................................................................................................................... 12
4.2 Submission of Questions ........................................................................................................ 12
4.3 Clarifications and Amendments .............................................................................................. 13
5.
PROPOSAL SUBMISSION .................................................................................................. 14
5.1 Submission of Proposals ........................................................................................................ 14
5.2 Date and Hour of Submission ................................................................................................. 14
5.3 Number of Proposal Copies ................................................................................................... 14
5.4 Presentations .......................................................................................................................... 15
5.5 [CLIENT NAME SHORT] Questions ....................................................................................... 15
5.6 Withdrawal .............................................................................................................................. 15
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5.7 Financial Proposal Instructions ............................................................................................... 16
6.
EVALUATION CRITERIA ..................................................................................................... 17
6.1 Evaluation Timeframe ............................................................................................................. 17
6.2 Review Criteria ....................................................................................................................... 17
VENDOR INFORMATION .................................................................................................................... 19
1.
COMPANY BACKGROUND ................................................................................................. 19
2.
COMPANY STRUCTURE .................................................................................................... 20
3.
INDUSTRY EXPERIENCE ................................................................................................... 21
4.
CUSTOMER REFERENCES ................................................................................................ 24
CALL RECORDING SOLUTION ......................................................................................................... 25
1.
SYSTEM OVERVIEW ........................................................................................................... 25
2.
SOFTWARE/HARDWARE DESIGN OVERVIEW ................................................................ 26
3.
CALL RECORDING AND SEARCH CAPABILITIES ............................................................ 30
4.
STORAGE AND ARCHIVE ................................................................................................... 34
5.
RADIO CHANNEL RECORDING ......................................................................................... 35
6.
SYSTEM ADMINISTRATION, SECURITY AND ALARM CAPABILITIES ............................ 36
7.
SYSTEM REQUIREMENTS AND DESIGN .......................................................................... 39
8.
REPORTS AND EVALUATIONS .......................................................................................... 41
9.
BUSINESS APPLICATION INTEGRATION ......................................................................... 42
10.
SCREEN RECORDING ........................................................................................................ 42
SERVICES ............................................................................................................................................ 43
1.
MAINTENANCE AND SUPPORT ......................................................................................... 43
1.1 OAISYS Support Products ..................................................................................................... 43
1.2 OAISYS Support Definitions ................................................................................................... 44
1.3 OAISYS Customer Service Contact Center ........................................................................... 45
2.
PROJECT MANAGEMENT AND IMPLEMENTATION ......................................................... 46
3.
TRAINING ............................................................................................................................. 47
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Section 1
INTRODUCTION
1. EXECUTIVE OVERVIEW
Provide an executive summary of the system being proposed.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies. [AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RESPONSE.]
HEALTHCARE
**DELETE THIS HEADING BEFORE USE***
[PLEASE ADDRESS THE RED TEXT IN THIS ANSWER]
[Opening few sentences introduces the situation and shows we know the client
by describing what client has accomplished (overall) and what it plans to do. Next
sentence describes client problem/need to be resolved with call recording
technology. Much of this info can be obtained from the RFP as well as the client’s
Web site.]
OAISYS offers a competitively priced solution that would continually prove and
demonstrate a dynamic return on investment by efficiently and securely capturing
telephone conversations as digital call recordings or voice documents for
accuracy and collaboration without the need to incorporate a full-scale EMR
system.
The OAISYS solution provides a seamless integration with an organization’s
HIPAA compliant business communications system. With OAISYS Portable
Voice Document (PVD) technology, the audio portion of the call is encapsulated
with the communications network, the PBX, user-added text-based annotations,
and call tagging into one single media file which is centrally stored, managed and
delivered via highly secure encrypted media file streaming. The call records can
be shared by those granted the appropriate security permissions via secure link,
preventing unauthorized access and maintaining HIPAA compliance.
All information contained in the PVD becomes searchable metadata, allowing
administrative staff, physicians and other key personnel access to phone-based
data while still maintaining HIPAA privacy requirements. Call recordings and call
records can be stored indefinitely on any network attached storage device.
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The following pages present our offering in more detail. Thank you for
considering OAISYS in your Request for Proposal. We look forward to working
with you on this exciting project.
Sincerely,
[Project Manager Name]
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2. BACKGROUND AND PURPOSE
The purpose of this Request for Proposal is to help [CLIENT NAME LONG]
identify and select a quality call recording solution to address their specific
organizational requirements.
Objective:
The objective is to implement a new call recording solution that increases the
effectiveness of systems users and the public safety service level to the citizens.
2.1 Company/Organization Background Information
[INSERT CLIENT COMPANY BACKGROUND INFORMATION HERE.]
2.2 Summary of the Requirement
[AUTHORIZED OAISYS PARTNER: INSERT THE CLIENT’S SPECIFIC
“SUMMARY OF THE REQUIREMENT” HERE.]
A SAMPLE IS PROVIDED FOR YOUR REFERENCE ONLY BELOW.
[CLIENT NAME SHORT] seeks a competitively priced call recording solution
to provide clear, reliable and efficient communications to enhance safety,
minimize liability risk and improve personnel training measures. The selected
call recording solution would aid in circumventing potentially dangerous
situations and provides situational insight to prove critical policies and
procedures were followed. The recorded calls can be safely and securely
shared with authorized users and oversight personnel to simplify event
reconstruction and expedite investigations; for various emergencies and to
improve general safety and security procedures; and as evidence in disputes
or court cases.
2.3 Demonstrated Understanding of Environment/Desired Goals
Background on Current Environment:
Population [INSERT APPROXIMATE NUMBER]
There are approximately [INSERT NUMBER OF AGENTS/KNOWLEDGE
WORKERS] and [INSERT NUMBER OF SUPERVISORS/CALL
MANAGERS].
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Approximately [INSERT TELEPHONE CALLS FOR SERVICE] were
responded to.
Existing Hardware/Software:
The hardware and software listed below describe the [INSERT
ORGANIZATION’S NAME] current computing environment and strategic
direction.

Hardware

New Hardware to be purchased

Workstation Hardware

New workstation hardware to be purchased

Operating System(s)
[INSERT STRATEGIC DIRECTION IF UPGRADING FROM
CURRENT OS]

Network Operating System
[INSERT STRATEGIC DIRECTION IF UPGRADING FROM
CURRENT OS]

Resident PSAP Equipment
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3. RFP TERMS AND CONDITIONS
By responding to this RFP, the Supplier signifies agreement with and is bound by
the following terms and conditions.
3.1 Definition of Terms
[ENTER RELEVANT “DEFINITION OF TERMS” HERE]
Participating vendor: a company that has submitted a proposal in response
to this RFP (whether or not it is successful)
Proposal: authorized response to this RFP submitted by a participating
vendor
RFP: Request for Proposal
Supplier: any company or individual receiving a copy of this request for
proposal
3.2 Confidentiality
[CLIENT NAME SHORT] expects the supplier to respect the confidentiality of
[CLIENT NAME SHORT]’s information. As a result of its participation in
relation to this RFP, the supplier may gain access to information regarding
[CLIENT NAME SHORT]’s business or on the use, development, and
acquisition of other services by [CLIENT NAME SHORT]. The supplier shall
treat all information as confidential and shall not use or disclose the
information beyond the intended purpose, being the service provider:
participating vendor or third party of preparation and response to this RFP.
The supplier shall not disclose the information to any third party, except
where the information exists in the public domain and/or is exempt from
protection under applicable law. Any other distribution, copying or disclosure
is strictly prohibited.
If the supplier is required to release any of the information to a third party in
preparing for its proposal, the supplier is required to solicit at least the same
confidentiality obligations from this third party prior to releasing the
information.
Should the supplier or third party be unable or unwilling to comply with
[CLIENT NAME SHORT]’s confidentiality requirements, it must return all RFP
material received and withdraw from this RFP process.
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[CLIENT NAME SHORT] will consider proposals submitted by suppliers as
confidential. All materials submitted by a supplier will become the property of
[CLIENT NAME SHORT] and will not be returned.
3.3 Proposal Preparation Costs
All costs incurred in the preparation and submission of proposals and related
documentation, including participating vendor presentation to [CLIENT NAME
SHORT], shall be borne by the participating vendor.
3.4 Proposal Validity
Proposals must be valid for 90 days from the proposal due date.
3.5 Acceptance or Rejection of Submissions
[CLIENT NAME SHORT] is not obligated to accept the lowest cost or any
proposal.
[CLIENT NAME SHORT] reserves the right to:

reject any or all proposals;

waive technicalities or irregularities;

issue no contract for any of the services described within this RFP;

award all services to one vendor;

accept any proposals it determines to be in the corporation's best interest;

negotiate any or all of the scope and terms of any contract that flows,
directly or indirectly, from this RFP;

add or remove scope into the contract negotiation process;

issue contract awards for any combination of services and vendors, either
all or part of the business as [CLIENT NAME SHORT] sees fit.
[CLIENT NAME SHORT] has no obligation to reveal the basis for contract
award or to provide any information to suppliers regarding the evaluation or
negotiation processes.
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All participating vendors will be notified promptly of bid acceptance or
rejection.
3.6 Contract Negotiation and Execution
It is the intent of [CLIENT NAME SHORT] that, after the successful vendor
has been selected, [CLIENT NAME SHORT] and the selected vendor will
enter into contract negotiations containing all terms and conditions of the
proposed service. Any acceptance of a proposal is contingent upon the
execution of a written contract and [CLIENT NAME SHORT] shall not be
contractually bound to any vendor prior to the execution of such written
contractual agreement.
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4. RFP AMENDMENTS AND CLARIFICATIONS
All amendments and requests for clarification of the contents of the RFP must be
in writing, (email is preferred) and addressed to the [CLIENT NAME SHORT]
contact identified in this RFP. It is the supplier’s responsibility to clarify its
uncertainty in interpretation of any item in the RFP.
4.1 Question Period
The deadline for all questions is [INSERT DATE]. No questions submitted
after this date will be answered.
[CLIENT NAME SHORT] will answer all questions by [INSERT DATE].
4.2 Submission of Questions
All inquiries and questions regarding the RFP must be in writing, (email is
preferred) and addressed to the [CLIENT NAME SHORT] contact identified
below.
Questions submitted to anyone other than the specified [CLIENT NAME
SHORT] contact will not be answered. [CLIENT NAME SHORT] cannot be
responsible for the accuracy of answers, clarifications or other information
received from means other than those described herein.
Multiple questions per RFP section are permitted; however each question
must be identified by the appropriate RFP section number and an
alphanumeric identifier (if there are multiple questions per RFP section).
A listing of supplier inquiries (without identifying the source of the inquiry) and
[CLIENT NAME SHORT] responses thereto will be published on the [CLIENT
NAME SHORT] web site.
All inquiries must include:

the supplier company's name, address and phone number

a clear and concise question

references to specific sections and paragraphs within this RFP
Questions shall be submitted by email (preferred) or fax, referencing the RFP
number on all correspondence.
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For questions regarding this Request for Proposal please contact:
[CLIENT CONTACT NAME]
[CLIENT CONTACT TITLE]
[CLIENT NAME LONG]
[CLIENT ADDRESS]
Telephone:
[CLIENT CONTACT TEL]
Fax:
[CLIENT CONTACT FAX]
Email:
[CLIENT CONTACT EMAIL]
4.3 Clarifications and Amendments
Any clarifications or amendments to this request for [PROPOSAL TYPE] will
be published on the [CLIENT NAME SHORT] web site.
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5. PROPOSAL SUBMISSION
All responses must be submitted to the contact specified by the proposal due
date and time.
5.1 Submission of Proposals
Proposals must be submitted to:
[CLIENT CONTACT NAME]
[CLIENT CONTACT TITLE]
[CLIENT NAME LONG]
[CLIENT ADDRESS]
Telephone:
[CLIENT CONTACT TEL]
Fax:
[CLIENT CONTACT FAX]
Email:
[CLIENT CONTACT EMAIL]
5.2 Date and Hour of Submission
Responses must be submitted on or before [INSERT TIME AND TIME
ZONE] on [PROPOSAL DUE DATE]. Proposals that are late may be
rejected.
5.3 Number of Proposal Copies
 One (1) original printed version (marked “Original”)

One (1) data disk (CD or DVD, Microsoft Windows readable) containing
all information in Adobe Acrobat Portable Document Format (PDF) and/or
Microsoft Office 2010 or 2007 compatible.
In the event of any discrepancies between the Original printed version and
any other copies, the Original will be assumed to be accurate.
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5.4 Presentations
[CLIENT NAME SHORT] may request supplier presentations from time to
time. [CLIENT NAME SHORT] will notify suppliers if any presentations are
required.
5.5 [CLIENT NAME SHORT] Questions
[CLIENT NAME SHORT] may, at its sole discretion, seek clarification from
any or all participating vendors regarding proposal information and may do so
without notification to other responders.
Any and all clarifications required by [CLIENT NAME SHORT] shall be sent
through the [CLIENT NAME SHORT] contact to the supplier.
The following process shall be employed by [CLIENT NAME SHORT] if
clarification is required regarding any supplier responses:

[CLIENT NAME SHORT] will issue questions to any or all supplier(s) as
deemed necessary by [CLIENT NAME SHORT]. The [CLIENT NAME
SHORT] Contact will issue these questions by email.

The supplier is to send responses by email to the [CLIENT NAME
SHORT] contact by the response due date and time referenced on the
question email. Upon [CLIENT NAME SHORT]’s reasonable request, if
the new information provided in response to [CLIENT NAME SHORT]’s
questions represents significant changes to the supplier’s original
response, then the supplier may be asked to re-issue its original response
with the updated information included.
5.6 Withdrawal
A supplier may, without prejudice to itself, modify or withdraw its response by
written request, provided that the request is received by the [CLIENT NAME
SHORT] primary contact prior to the proposal due date. In the case of an
electronically delivered request, a written confirmation thereof bearing the
authorized signature of the supplier shall be received by the [CLIENT NAME
SHORT] contact within three (3) business days of issuance of the request.
Following withdrawal of a response prior to the due date, the supplier may
submit a new response providing delivery is prior to the due date.
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5.7 Financial Proposal Instructions
Pricing shall be provided for all functionality included in the supplier’s
response.
Pricing shall be broken down by each solution element covered in the
supplier’s response. An overall aggregated price for the entire response with
no breakdown shall not be accepted.
Supplier shall state all assumptions used for pricing.
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6. EVALUATION CRITERIA
[CLIENT NAME SHORT] will evaluate participating vendor proposals on all
elements of each response, including costs, technology, the solution’s flexibility
and capability, the scope of the services provided, compatibility with [CLIENT
NAME SHORT]’s environment, and other factors as described below.
6.1 Evaluation Timeframe
Evaluation for the responses by [CLIENT NAME SHORT] shall not
commence before the due date.
The evaluation is expected to be complete within 30 days, and a contract is
expected to be awarded within 30 days of the evaluation.
6.2 Review Criteria
[CLIENT NAME SHORT] will review the information provided in response to
this RFP to develop a solution for [CLIENT NAME SHORT]’s call recording
needs. Detailed evaluation criteria will not be shared with suppliers; however,
a high-level overview of important evaluation criteria follows:
Financial: [CLIENT NAME SHORT] will evaluate each supplier response
considering the overall value (costs and savings) to [CLIENT NAME SHORT]
to implement a [CLIENT NAME SHORT] call recording solution.
Technical Capability: [CLIENT NAME SHORT] will analyze the responses to
determine how completely the call recording solution proposed meets the
requirements as documented in this RFP.
Specifically, the proposed call recording solution will be evaluated in terms of:

service availability and resiliency

scalability, capacity and performance

capability

compatibility with existing infrastructure, systems and processes

delivery/time to implement and deploy
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
manageability

comprehensive security

longevity of the proposed service(s)

service and support

product quality
Innovation: [CLIENT NAME SHORT] will value innovative recommendations
and proposed solutions for call recording technology, especially innovation
that allows for cost-effective initial implementations with the flexibility of
phased growth based on need or business case justification. The ability of the
call recording solution to make best use of [CLIENT NAME SHORT]’s
existing communications infrastructure will be important.
Value Added Services: If the supplier has services or offerings relevant to
[CLIENT NAME SHORT] that set them above those of other suppliers, please
identify these services and/or offerings (be specific).
Additional Information: [CLIENT NAME SHORT] is interested in obtaining the
best possible solution. If there is anything else you would like to add about
your company or the requested services, please do.
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Section 2
VENDOR INFORMATION
1. COMPANY BACKGROUND
Provide an overview of your company, number of years in business, core solution
offering, and five-year growth and development plans.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
[AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RESPONSE.]
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2. COMPANY STRUCTURE
Provide your company ownership structure.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
[AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RESPONSE.]
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3. INDUSTRY EXPERIENCE
Describe your experience with call recording solutions and any industry
recognition the proposed call recording solution may have received.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies. [AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RESPONSE.]
Awards [PLEASE SELECT FROM THE AWARDS BELOW AS APPROPRIATE
FOR YOUR PROPOSAL]
2011 & 2010 CRM Excellence Awards
Technology Marketing Corporation (TMC) – Customer Interaction Solutions
Magazine
Based on hard data, the TMC CRM Excellence Awards rely on facts and numbers
demonstrating the improvements that the winner’s product has made in a client’s
business. Winners are chosen on the basis of their product or service’s ability to help
extend and expand the customer relationship to become all encompassing, covering the
entire enterprise and the entire lifetime of the customer.
“OAISYS has demonstrated to the Customer Interaction Solutions editors that their
solution improves their users’ business processes by streamlining and facilitating the
flow of information needed for customers to retain the most vital component of their
businesses — their customers,” said Rich Tehrani, CEO, TMC.
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2010 Product of the Year Award
Technology Marketing Corporation (TMC) – Customer Interaction Solutions
Magazine
The TMC Customer Interaction Solutions Product of the Year award recognizes those
solutions for achievement in advancing contact center technologies. Products receiving
the award have demonstrated excellence and have provided tangible ROI for the
companies that use them.
2010 Innovation Award
Technology Marketing Corporation (TMC) Labs – Customer Interaction Solutions
Magazine
The TMC Labs Innovation Awards honor products that demonstrate raw innovation,
unique features, and significant contributions toward improving communications
technology.
"OAISYS has clearly demonstrated to the staff of TMC Labs that its solutions are truly
innovative in the CRM and call center industries. OAISYS has made significant
contributions in the advancement of this industry," said Rich Tehrani, CEO, TMC.
“We’re proud to reward this outstanding accomplishment with a TMC Labs Innovation
Award this year.”
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2010 IP Contact Center Technology Pioneer Award
Technology Marketing Corporation (TMC) – Customer Interaction Solutions
Magazine
The 2010 IP Contact Center Technology Pioneer Award awards companies that have
produced an innovative, successful IP contact center product or service.
“TMC is proud to distinguish OAISYS with an IP Contact Center Technology Pioneer
Award. Their solutions have been designed with the needs of the contact center
market in mind and the potential of IP behind it making it worthy of this prestigious
honor,” said Rich Tehrani, CEO, TMC.
“Technology is the key to the success of any call center so it is my pleasure to recognize
OAISYS for bringing superior, groundbreaking technologies to market while providing
high quality and advanced applications,” continued Tehrani.
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4. CUSTOMER REFERENCES
Please submit at least three (3) customer references where you have
implemented a similar call recording solution over the past two years including
individual contact information. Please include at least one reference that is
similar in scope and size to what is being proposed.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
[AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RELEVANT
RESPONSE.]
Please note you must get permission from customers before using them as a
reference. Be sure to choose references that will praise your best and most
relevant attributes. For pertinent OAISYS-specific references, please contact
your OAISYS Regional Sales Manager.
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Section 3
Call Recording Solution
1. SYSTEM OVERVIEW
Using a simple diagram, illustrate your proposed call recording network design.
Response: [AUTHORIZED OAISYS PARTNER] has read and understood and
complies.
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2. SOFTWARE/HARDWARE DESIGN OVERVIEW
Describe the proposed call recording solution’s architecture and design
elements.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Talkument: The Leader in Voice Documentation
Unlike traditional call center and operationsbased call recording solutions, Talkument brings
the power to securely capture, comment,
annotate and share telephone-based business
conversations down to the individual user level.
Talkument does for phone calls what email did for letters and memos, with the
same benefits to productivity and accuracy. A voice document captures a digital
copy of telephone calls for users to annotate, share and retain. Talkument
software connects with the business communications system to let users record,
organize and share their voice documents. Rather than taking notes on a call
and then creating a recollected account of the content, users can simply highlight
the relevant portion of a conversation, insert their comments, and then share the
conversation itself with whoever needs to act on the information.
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Tracer: Professional Interaction Management
Tracer gives businesses end-to-end
documentation of their conversations
as it automatically records, stores and
organizes telephone conversations
and, optionally, associated screen
activity in a central, secure server.
Tracer and Talkument use the same
architecture and utilize the same
patent-pending OAISYS Portable Voice Document (PVD) technology.
Using a variety of audio connections, telephone system integration and recording
triggers, users can target those conversations that have lasting impact on their
business. With the Tracer Live Call Monitor feature, users can selectively listen
to calls as they occur. Users simply choose from a view of active telephone calls
by outside party, internal telephone extension or both.
These features permeate the entire organization through unlimited user accounts
for search, playback and sharing functions. Authorized users can view all
recordings, or restricted selections based on factors such as telephone extension
numbers and inbound numbers dialed by callers. Tracer gives every authorized
user secure access to encrypted recordings anywhere, anytime they are needed,
through an easy-to-use interface built on .NET and Click Once Technology.
Tracer also includes a Quality Control Module that allows managers and
employees to evaluate and score phone calls. Integrated with the Quality Control
Module, Tracer Reporter is a powerful reporting package that generates
comprehensive reports, including graphs, based on the telephone call
information stored in the Call History database.
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OAISYS Recording Software Deployment Options
OAISYS delivers Talkument and Tracer software solutions via recording base
systems in the form of off-the-shelf appliances and build-to-order servers.
Appliances are available in 20 IP channel, 8 analog channel and 2 T1/PRI circuit
configurations. Each appliance is pre-licensed with unlimited Talkument users.
Tracer software can be added for a fee as can additional concurrent Tracer user
licenses. OAISYS recording appliances can
be included in a seamless recording system
network with the requirement that the network
master be an OAISYS recording server. All
networking is done over IP in a hub and
OAISYS Recording Appliance
spoke configuration.
OAISYS recording servers are available to
suit the needs of small, medium and large
call recording applications. Servers range in
channel capacity from 100 to 350 total
recording ports, storing 1.5 to 3 million call
OAISYS Recording Server
records. Each server can hold a maximum
of 4 recording tap boards and will support any combination of analog, digital and
IP connectivity. OAISYS recording servers comes pre-licensed with both
Talkument and Tracer software, including an unlimited Talkument user license
and a range of one to three concurrent Tracer user licenses (Additional Tracer
user licenses can be added for a fee). OAISYS recording servers can be
included in a seamless recording system network and can act as the master or
remote nodes.
OAISYS Recording Servers are built from a combination of the following:
1. One of the available OAISYS Recording Servers (Standard, Advanced,
Advanced PLUS).
2. Any combination of audio connections (Tap Boards or the VoIP
Recording Engine) up to four total boards in any given system.
3. Voice Port Licenses for each trunk or extension to be recorded.
4. Each OAISYS Recording Server includes archiving software, DVD
burning software, a web server to provide connections to user
applications, unlimited Talkument user accounts and unlimited real-time
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recording control clients that can be used with any CTI enabled
installation.
OAISYS Software-Only Licensing packages Talkument, our voice
documentation application that enables users to search, organize, annotate, and
share call recordings in a software-only solution to serve the needs of those
organizations preferring this method of solution deployment. With this option,
Talkument software is licensed on a per-port basis and either the reseller or
customer is responsible for supplying the necessary hardware platform on which
to operate the software.
The Tracer contact center management base software, including one concurrent
Tracer user license can be purchased separately and run coexistent with
Talkument software on the same hardware platform.
NOTE: Use of the free OAISYS JumpStart Services program providing postsales installation support, is mandatory with every OAISYS software-only solution
deployment.
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3. CALL RECORDING AND SEARCH CAPABILITIES
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. Does the recording system work in a terminal services environment?
A. Yes, the OAISYS Client application and the optional Screen Recording
client work in a terminal services environment.
Q. Does the recording system use compression?
A.
Yes, OAISYS offers the ability to compress communications between the
client and server at the LAN and WAN levels. Compression will benefit those
customers with a slow LAN or those using WAN clients. Users will see an
improvement in the time it takes to load new documents, move from one folder to
another, and search for calls.
Q. How does user licensing work?
A.
Every OAISYS Recording System includes an unlimited Talkument
software user license, providing unlimited user access to search and playback
call recordings. OAISYS Recording Servers come equipped with Tracer call
center management software with one, two or three concurrent user licenses
depending on the server model chosen. Tracer software can be added to an
OAISYS Recording Appliance.
Q. How does the system record calls?
A.
All calls are recorded. The system uses triggers such as extension,
DNIS, call duration, and others to selectively record specific calls meeting the
desired criteria. Calls can be recorded on demand by users with administrator’s
permission by entering an account code to the call, clicking a button, or
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managers can record a user’s call while listening to the live call (Some features
are PBX specific).
Q. Does the recording system record trunk, stations, and VoIP calls?
A.
Yes, all three of these recording methods are available in one system.
Q. How many extensions can be recorded with the call recording system and
is the system scalable?
A.
Yes, a single system is scalable up to 350 total recording ports (350 IP
Ports, 192 max hardware ports, or any combination up to 350 total recording
ports). Systems can be networked together after reaching 350 total recording
ports.
Q. Does the recording system support “hot desking” or “free seating”
environments?
A.
Yes, hot desking allows agents or employees to sit at any desk and use
their agent ID to log into the extension. This is sometimes referred to as free
seating.
Q. Does the system provide Automatic Location Identification (ALI)
Integration?
A.
Yes, Automatic Location Identification provides a physical address and/or
latitude and longitude coordinates of the location associated with the caller’s
phone number. This feature is commonly used in Public Safety for emergency
response to identify a caller’s location, and is integrated into the OAISYS solution
as searchable metadata to easily retrieve the information at a later date.
Q. Does the system have Incident Reconstruction ability?
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A.
Yes, the OAISYS solution allows simultaneous playback of multiple calls
regarding the same incident to provide a comprehensive picture of the entire
scenario.
Q. Does the system support listening to calls live?
A.
Yes, the ability to listen to a call live is included with each Tracer license.
Live Call Monitor is an application accessed via user name and assigned
permissions allowing the designated user to listen to, live pause, rewind, fast
forward, and add bookmarks or notes to calls. Live Call Monitor includes an Auto
Monitor feature providing a proactive auto play feature for a designated
extension.
Q. Can supplemental information be added to a call recording?
A.
Yes, users with permissions enabled can add information in the form of
text-based annotations to a live call, or to a call that has already completed. This
information can then be used to trigger such things as employee and agent
evaluations or after call actions such as email a copy of the recording once it’s
completed. The information added to the call can be searched to quickly identify
key calls.
Q. Does the system allow users to tag a call and then search for that call
based on the user entered information?
A.
Yes, a user with permissions enabled can enter information or tag a call
while it is live or after the call has completed. This information can then be used
as searchable metadata to retrieve the recording. Reports can be summarized
by this information.
Q. What criteria can be used to search for call recordings?
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A.
The system offers both basic and advanced search functionality.
Searches can be executed based on account code, ACD information, subject,
date and time, duration, extension, user added information, outside number,
name, DNIS/DID and many others.
Q. Can previous searches be saved for future use?
A.
Yes, searches can be saved in Search Folders. These folders can be
automatically populated with new calls that meet the criteria. Search criteria can
be DNIS, outside number, ACD information, date range, user added information,
and many other options.
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4. STORAGE AND ARCHIVE
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. How many calls will the recording system hold?
A.
OAISYS Recording Systems can store 1.5 to 3 million call records online
before performance becomes an issue.
Q. What storage options are available?
A.
Recordings can be archived using the DVD burner included with OAISYS
Recording Servers or across the LAN to an alternate storage device. Once
archived, call records can still be accessed through the playback client
application.
Q. Does the recording solution provide automatic archiving options?
A.
Yes, you can back up your recordings to CD, DVD, or NAS based on the
age of the file or based on the percentage of disk space your system has used.
Q. What file format is used to store recordings?
A.
OAISYS utilizes patent-pending Portable Voice Document (PVD)
technology to store call recordings, which provides maximum security protection.
PVD files can be exported as WAV or MP3 files. The size of a call recording will
vary depending on factors such as call duration. The average recording will use
only 5MB per hour; this is smaller than an MP3. Approximately 2 million call
records will fit in a standard database.
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5. RADIO CHANNEL RECORDING
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. Can the recording system record radio channels?
A.
Yes, radio channels can be recorded using VOX technology.
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6. SYSTEM ADMINISTRATION, SECURITY AND ALARM
CAPABILITIES
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. Does the recording system offer multiple layers of security?
A.
Following client deployment and initial server connection, all client-server
communications are encrypted using robust industry standard RSA and RC2
encryption algorithms. Digital watermarking ensures that call recordings have
not been altered.
Q. Please describe how user security is addressed with the system.
A.
The OAISYS solution uses administrative functions to establish
permissions to determine who can listen to a particular call or even specific parts
of a call. These permissions can be based on Caller ID, ANI, DNIS, call
direction, account codes, extra information, extensions and other options.
Q. Is the recording solution HIPAA Compliant?
A.
Yes, several features of OAISYS solution were designed to facilitate an
organization’s efforts in achieving and maintaining HIPAA compliance in their
operations. These include, but may not be limited to, the following:



The OAISYS solution is built on the Microsoft .NET framework, which
enables it to be inserted seamlessly into the organization’s existing
HIPAA Data and Security Plan for Microsoft compliant systems and
applications;
Calls are captured as digital recordings and are stored as searchable,
playable voice documents on a secure central repository accessible only
by users assigned the appropriate security permissions;
File sharing is achieved by transmitting a secure data link to the recipient.
The recipient accesses the digital recording file via an encrypted playback
data stream; the file itself never leaves the central repository;
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


All instances of file sharing are logged by the administrative module and
are easily audited;
Sharing is permissions-based. Only authorized users may share files.
These users also have the power to restrict recipients’ ability to further
share the recording file, add annotations or hear portions of the file not
relevant to the immediate business need. Recipients’ authorization to
access the file may also be set to expire after a given period;
Every digital recording file is imprinted with a digital watermark to prevent
tampering and to make readily apparent if the file has been altered.
Q. Is the recording solution PCI Compliant?
A.
Yes, OAISYS solutions offer unrivaled security protection using the
maximum 1024-bit encryption rate, far surpassing the minimum 128-bit
encryption rate required for PCI compliance. Additionally, voice documents
never leave the recording system on which they are stored; secure system
administration provides assignment of individual and group permissions and log
file visibility showing an audit trail of recording access.
Q. What types of alarms does the system provide?
A.
Different levels of alarms exist. The alarm system is threshold based
allowing definition of up to eight thresholds with corresponding actions, and is
capable of logging events, sending email notifications, and issuing commands to
external software applications. Administrators can view the status of all ports to
see which are operational, which are busy, and which are in error state.
Q. Can the system be administered remotely?
A.
Yes, users with permission can access the client application, including the
administrator from anywhere. Partial administrative rights can be given as well.
A user may be allowed to create users and user groups but may not be allowed
to change recording triggers.
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Q. Can a user be allowed to administer the system but not listen to
recordings?
A.
Yes, partial Administrative rights can be assigned. For example, an
admin user may be allowed to configure the system, but not create user accounts
or listen to recorded or live calls.
Q. Can the database be queried directly?
A.
Yes, read access is allowed, however, write access is not allowed.
OAISYS includes a SQL API free of charge. The SQL API can be used in lieu of
querying the database via stored procedure.
Q. Does the recording solution provide log files that indicate system activity?
A.
Yes, log files detailing who accessed specific calls, a record of who
logged in at a given time, port activity, and many other options are available to
administrative users.
Q. Can a user email a copy of the recording to an external user?
A.
Yes, this can be done by sharing a secure link back to the recording.
Tracer users can export the audio to another format and email the recording as
an attachment.
Q. Can a user share only part of a recorded conversation?
A.
Yes, a user can share one or more highlighted segments of a call.
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7. SYSTEM REQUIREMENTS AND DESIGN
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. What are the end user system requirements?
A.
Operating System must be Windows XP SP2, Windows 7 or Windows
2008, with a minimum Pentium 4.2.0GH processor or higher and 1GB RAM.
Q. Is the recording system a turnkey solution?
A.
Yes, a turnkey solution is available; hardware and software are included.
The first year of maintenance and support is also included. Software only
installations and VMWare templates are also available.
Q. Is Computer Telephony Integration (CTI) required?
A.
No, CTI is not required although some features rely on CTI.
Q. Can the recording solution support multiple nodes?
A.
Yes, there are many options available depending on the PBX
configuration.
Q. What operating system is installed on the OAISYS server?
A.
Windows 7 or Windows Server 2008.
Q. What hard drive(s) come on the server?
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A.
320 GB hard drive, 320GB & 500GB hard drive, or 320GB & 1TB hard
drives (RAID = 2x hard drives).
Q. What database is used for the recording solution?
A.
SQL 2008 Express or 2008 Workgroup.
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8. REPORTS AND EVALUATIONS
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. Are reports included? If so, please describe the reports.
A.
Yes, reports are included with the Tracer software. Fifteen report
templates are available and an unlimited number of reports can be created using
these templates. Common reports are call arrival times, extension reports,
Owner’s Report and employee evaluation reports. The ability to run specific
reports is permissions based. Reports can be scheduled to run automatically,
then scheduled to print, sent via email or output to another file format
automatically.
Q. Can agent or employee evaluations be performed?
A.
Yes, employee and agent evaluations are included with the OAISYS
Tracer software. An unlimited number of evaluations can be created. Each
evaluation can be performed on Agents or Extensions and can be based on any
criteria such as outside number, ACD information, DNIS, account code,
schedule, or any extra information added to the call.
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9. BUSINESS APPLICATION INTEGRATION
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. Does the recording solution integrate with other business applications?
A.
Yes, OAISYS includes a SQL API at no additional charge. The SQL API
can be used to link recordings to an existing business application.
10. SCREEN RECORDING
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
Q. Can the system record desktop activity?
A.
Yes, OAISYS Desktop Screen Recording is an optional component that
can be added to the overall solution.
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Section 4
SERVICES
1. MAINTENANCE AND SUPPORT
Vendors must provide a copy of their standard contract agreements for
procurements, maintenance, and/or licensing for all proposed products and
services.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
[AUTHORIZED PARTNER: PROVIDE YOUR RESPONSE.]
What maintenance programs are you proposing? Specifically, describe the
program, features, services, and benefits.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
[AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RESPONSE.]
1.1 OAISYS Support Products
OAISYS offers optional Diamond or Platinum level support for each of our
OAISYS Recording Base Systems.
OAISYS Diamond Support extends the support, software upgrade period
and hardware coverage on any OAISYS Recording Base System and
Talkument or Tracer software by one year from the current expiration date,
regardless of how many modules or client licenses are included. Diamond
Support must be purchased within 30 days of the current support expiration
date, and includes unlimited tier-two technical support through phone, email
and web; software version upgrades; and hardware advance replacement.
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OAISYS Platinum Support extends the support, software upgrade period
and hardware coverage on any OAISYS Recording Base System and
Talkument or Tracer software by one year from the current expiration date,
regardless of how many modules or client licenses are included. Platinum
Support must be purchased within 30 days of the current support expiration
date, and includes unlimited tier-one and tier-two technical support through
phone, email and web; scheduled after-hours support; quarterly performance
monitoring; software version upgrades; and hardware advance replacement.
Tier-one support requires an end user contact to register and be certified
through our training program.
Every new OAISYS system purchased includes one year of Diamond support
at no additional charge. This first year of support can be upgraded to
Platinum by purchasing at least one additional year of Platinum support
services at the time of the order.
For example: Purchase of an OAISYS 2 T1/PRI Appliance and one year of
additional Platinum support enrolls the system in our Platinum support
services for two years total.
1.2 OAISYS Support Definitions
Tier-one support is an OAISYS employee directly supporting an end user
customer.
Tier-two support is an OAISYS employee supporting a resale partner
employee on behalf of an end user customer.
Software version upgrades are the new versions OAISYS periodically
makes available that include new features and functionality. The upgrade
process is performed via the support services available to a given resale
partner or end user depending upon the active support plan. Some features
introduced with new software versions are made available as options for a
fee, and are not automatically provided to customers covered by a support
plan free of charge (for example, desktop video recording).
Hardware advance replacement is the process of replacing failed or
suspect hardware to resolve service affecting issues. This feature will only
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be available to those customers who have not experienced a lapse in support
coverage at any point in the life of the product.
After-hours support would only be available on a scheduled basis for tasks
such as upgrades, server replacements, etc. Quarterly performance
monitoring is a preventative maintenance service. Using remote access, a
support engineer will evaluate the following:

Hard drive storage availability and disk maintenance parameter
settings to avoid failsafe purging or a system crash

Database capacity levels and database maintenance parameter
settings
Upon completion of the quarterly performance monitoring service, a simple
report will be issued detailing the actions taken and any recommended
measures that should be performed.
For example: If disk maintenance were recommended, OAISYS would not
advise where to store the data, we would simply suggest that a disk
maintenance plan is necessary to avoid failsafe purging or a crashed system.
1.3 OAISYS Customer Service Contact Center
The OAISYS customer service contact center is available from 8:30 a.m. EST
to 5 p.m. PST Monday through Friday, providing partners with technical and
customer support services. OAISYS Technical Support Specialists and
Engineers are skilled in supporting technicians and administrators with the
installation, administration and troubleshooting of any OAISYS call recording
solution. Utilizing automatic event log transfers and remote support
capabilities, OAISYS can rapidly diagnose and resolve customer problems.
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2. PROJECT MANAGEMENT AND IMPLEMENTATION
Describe the process by which the call recording solution is installed
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
OAISYS JumpStart Services
OAISYS delivers a robust post-sales services program to increase end-user
value and protect an organization’s profitability. The OAISYS JumpStart
Services program is offered cost-free as part of our standard support. Following
rapid order fulfillment, JumpStart Services are scheduled five to seven days
ahead. Project management tools, which aid in the successful preparation of the
installation, are then provided. On the day of the scheduled installation, an
OAISYS Technical Support Specialist will be assigned to work directly with the
partner’s field technician on the project. This service is intended to minimize
installation time and maximize end-user satisfaction with the OAISYS call
recording solution.
OAISYS Professional Services
Some organizations may require a more direct and proactive level of deployment
support beyond the level of our JumpStart Services program. For those
organizations, the OAISYS Professional Services program provides expert
solution deployment and installation through a combination of off-site preliminary
setup in our lab environment, and additional on-site configuration assistance over
the phone and via the internet or in person. OAISYS Professional Services
offers flexibility and choice in addressing an organization’s unique business
needs through streamlined implementation of the OAISYS recording solution,
helping empower our customers to successfully and efficiently meet their
business objectives.
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3. TRAINING
What initial training is necessary for our personnel to support and use your
hardware and software?
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
[AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RESPONSE.]
When adding new technology to any workplace environment, it is essential that
personnel are fully qualified to support it. OAISYS training services address that
concern. OAISYS provides system administrators and other technically qualified
personnel in your organization with the training tools they need to take over
ongoing management and maintenance of the new system.
Outline methods of training to be provided for our personnel.
Response: [AUTHORIZED OAISYS PARTNER] has read, understood and
complies.
[AUTHORIZED OAISYS PARTNER: PROVIDE YOUR RESPONSE.]
OAISYS offers a variety of training opportunities to help customers reap the
benefits of their recording solution faster and more efficiently than ever before.
In addition to including the latest training presentations on DVD with every
OAISYS Recording System shipped, OAISYS provides a variety of other
complementary training tools.

Instructor Led Web-based Training: Provides a convenient way for
end users and administrators to obtain product training. These prescheduled web events help get customers up to speed on how to use and
administer OAISYS recording solutions.

Tutorial Videos: Movies that target specific details within an application.
These videos are less than 5 minutes long, and provide a convenient way
to address specific topics.

Online Presentations: Provide comprehensive training on the
installation, administration, and use of OAISYS call recording products.
Sessions last between 45 and 60 minutes, and each support the
installation and configuration of an OAISYS solution.
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