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HomeMy WebLinkAboutAdvanced Call Processing Inc; 2008-12-19;AGREEMENT FOR AUTOMATED AGENT SERVICES ADVANCED CALL PROCESSING ,— . THIS AGREEMENT is made and entered into as of the _ day of ( Xj^O/)Q/wLi2>6x\ . 2Qpt . by and between the CITY OF CARLSBAD, a municipal corporation, ("City"), ' and ADVANCED CALL PROCESSING INCORPORATED, a California Corporation, ("Contractor"). RECITALS City requires the professional services of a Voice Processing Contractor that is experienced in Integrated Voice Response and Call Routing Applications. Contractor has the necessary experience in providing these professional services, has submitted a proposal to City and has affirmed its willingness and ability to perform such work. NOW, THEREFORE, in consideration of these recitals and the mutual covenants contained herein, City and Contractor agree as follows: 1. Scope of Work. City retains Contractor to perform, and Contractor agrees to render, those services (the "Services") that are defined in Exhibit "A", attached and incorporated by this reference in accordance with the terms and conditions set forth in this Agreement. 2. Term. This Agreement will be effective for a period of 30 days from the date first above written. 3. Compensation. The total fee payable for the Services to be performed will be Two Thousand One Hundred Twelve dollars ($ 2.112.00). No other compensation for the Services will be allowed except for items covered by subsequent amendments to this Agreement. City reserves the right to withhold a ten percent (10%) retention until City has accepted the work and/or the Services specified in Exhibit "A." 4. Status of Contractor. Contractor will perform the Services as an independent contractor and in pursuit of Contractor's independent calling, and not as an employee of City. Contractor will be under the control of City only as to the results to be accomplished. 5. Indemnification. Contractor agrees to indemnify and hold harmless the City and its officers, officials, employees and volunteers from and against all claims, damages, losses and expenses including attorneys fees arising out of the performance of the work described herein caused by any negligence, recklessness, or willful misconduct of the Contractor, any subcontractor, anyone directly or indirectly employed by any of them or anyone for whose acts any of them may be liable. The parties expressly agree that any payment, attorney's fee, costs or expense City incurs or makes to or on behalf of an injured employee under the City's self-administered workers' compensation is included as a loss, expense or cost for the purposes of this section, and that this section will survive the expiration or early termination of this Agreement. 6. Insurance. Contractor will obtain and maintain policies of commercial general liability insurance, automobile liability insurance, a combined policy of workers' compensation, employers liability insurance, and professional liability insurance from an insurance company authorized to City Attorney Approved Version #05.06.08 transact the business of insurance in the State of California which has a current rating in the Best's Key Rating guide of at least A-:VII OR with a surplus line insurer on the State of California's List of Eligible Surplus Line Insurers (LESLI) with a rating in the latest Best's Key Rating Guide of at least "A:X", in an amount of not less than one million dollars ($1,000,000) each, unless otherwise authorized and approved by the City Attorney or the City Manager. Contractor will obtain occurrence coverage, excluding Professional Liability, which will be written as claims-made coverage. The insurance will be in force during the life of this Agreement and will not be canceled without thirty (30) days prior written notice to the City by certified mail. City will be named as an additional insured on General liability. Contractor will furnish certificates of insurance to the Contract Department, with endorsements to City prior to City's execution of this Agreement. 7. Conflict of Interest. City will evaluate Contractor's duties pursuant to this Agreement to determine whether disclosure under the Political Reform Act and City's Conflict of Interest Code is required of Contractor or any of Contractor's employees, agents or subcontractors. Should it be determined that disclosure is required, Contractor or Contractor's employees, agents, or subcontractors will complete and file with the City Clerk those schedules specified by City and contained in the Statement of Economic Interests Form 700. 8. Compliance With Laws. Contractor will comply with all applicable local, state and federal laws and regulations prohibiting discrimination and harassment and will obtain and maintain a City of Carlsbad Business License for the term of this Agreement. 9. Termination. City or Contractor may terminate this Agreement at any time after a discussion, and written notice to the other party. City will pay Contractor's costs for services delivered up to the time of termination, if the services have been delivered in accordance with the Agreement. 10. Claims and Lawsuits. By signing this Agreement, Contractor agrees it may be subject to civil penalties for the filing of false claims as set forth in the California False Claims Act, Government Code sections 12650, et seq.. and Carlsbad Municipal Code Sections 3.32.025, et seq. Contractor further acknowledges that debarment by another jurisdiction is grounds for the City of Carlsbad to terminate this Agreement. 11. Venue and Jurisdiction. Contractor agrees and stipulates that the proper venue and jurisdiction for resolution of any disputes between the parties arising out of this Agreement is the State Superior Court, San Diego County, California. 12. Assignment. Contractor may assign neither this Agreement nor any part of it, nor any monies due or to become due under it, without the prior written consent of City. 13. Amendments This Agreement may be amended by mutual consent of City and Contractor. Any amendment will be in writing, signed by both parties, with a statement of estimated changes in charges or time schedule. City Attorney Approved Version #05.06.08 14. Authority. The individuals executing this Agreement and the instruments referenced in it on behalf of Contractor each represent and warrant that they have the legal power, right and actual authority to bind Contractor to the terms and conditions of this Agreement. CONTRACTOR CITY OF corporation 'By:/ ' v (sign Here) I/ (print namenitle)ATTES (e-mail address) "By:LORBAINE M. WOOD City Clerk (sign here) (print name/title) (e-mail address) If required by City, proper notarial acknowledgment of execution by contractor must be attached. If a Corporation. Agreement must be signed by one corporate officer from each of the following two groups. *Group A. Chairman, President, or Vice-President **Group B. Secretary, Assistant Secretary, CFO or Assistant Treasurer Otherwise, the corporation must attach a resolution certified by the secretary or assistant secretary under corporate seal empowering the officer(s) signing to bind the corporation. APPROVED AS TO FORM: RONALD FLBALL, City Attorney Deputy City Attorney City Attorney Approved Version #05.06.08 Call Routing customization for City of Carlsbad. Overview This application provides two unique functions: 1. It allows the administrator to configure, by subscriber, the ability for the system to play a "pre-Greeting" when callers are forwarded to a subscriber's personal greeting. The purpose of the pre-greeting is to speak to the caller a generic departmental message that the office is closed for the holiday or other occasion. This greeting is only played when the call is placed during a period defined in the Override schedule. 2. It allows the administrator to control the answer mode schedule for individual departments without impacting the schedules of other departments or business units. This includes standard hours of operation, and Holiday/Overrides dates. Testing The application will be tested prior to cutover by establishing a test hunt group in the NEC and dedicating a group of ports in the CallXpress. This will allow testing to occur without impacting any calls to the live CallXpress application. Special application considerations A new AD account with local Admin privileges will need to be assigned to the services for CallXpress and Automated Agent. Subscribers participating in the pre-greeting application will have an ESP mailbox assigned to them. This ESP can be shared across multiple users or departments. Training Administrative training for theory of operation, database design, schedule updating, and application maintenance, is included. This should be completed in less than two hours. Sample interface and functional description This application allows an administrator to quickly build custom routing for individual departments with using the complicated routing of CallXpress. You are not limited by the number of departments and changes to one department do not impact any other department's schedule. Department Tab: Si, ACP Advanced Qjxj [Department; J Users j Schedule j Data Import [ , Group Name 1 Description 1 Phone Numbl •*• Q BUILDING il BUILDING MTC CCAE i CDBG CITY ATTORNEY" CITY CLERK T CITY COUNCIL ' CITYMGR __f CITYTREAS 1 j CODE ENFORCE T COMM SVCS T 1 CRED UN [ ED COM I H EDO 1 ENGIN EU EVCC FINANCE FIRE ADMIN HARRF 7605551212 M 7605551213 7605551214 7605551215 7605551 22~1" 7605551321 "7605551232 7605551245 7605551212 7605551212 7605551212 7605551212 7605551212 7605551212 7605551212 7605551212 "7605551212 7605551212 7605551212 "iniiriT * update ] f This Tab Lists all Departments by Group Name, a short Description and the telephone number or extension number the system will use to route the calls. Schedule Tab: *„ ACP Advanced Answermode by Department H Department j Users Select Department; j|:ll]||iJ|J|i|TJ Weekly Schedule: ^ Dav Monday Tuesday Wednesday Thursday Friday Saturday Sunday Over Rides: ' ^ Start Date 1/1/2006 2/13/2008 3/21/2008 , 5/10/2008 Start 7:30: 00 AM 7:30:00 AMJ 7: 30: 00 AM 7:30:00 AM 7: 30: 00 AM ] J2:OQOOAMl 12:00:00 AM PJx. f Schedule | Data Import -Dept <? o r o r E End 5:30:00 PM , 5:30:00 PMJ 5:30:00 PMj 5:30:00 PM 5: 30: 00PM pen Fridays This dd Weeks Week ven Weeks Day Mode iNiaht Mode 0000 10100 0000 [0100 0000 101 00 0000 i 01 00T__ t-g^j 11:59:59PW]0000 ]0100 11:59:59PM 0000 (0100 End Date 1/1/2006 2/14/20081 3/21/2008 ^ 5/12/2008 j_ Start Time 12: 00: 00 AM 12: 00: 00 AM 8: 00: 00 AM 8:00:0DAM End Time |Dav Mode 12:00: 00 AMJ 0200 12:00: 00 AMJ 2000 11:59:59PM]0400 5:00:00 PM '0400 I •, * „„„, J i Add 1 Delete] Refresh! .__>~. ™— — ,~,™.,.,,..™.^.»,™.,,«,»,,,^..l This is the screen that matches the daily routing of calls to the named Department. The Day Mode is any call that falls between the Start and End time. The night mode is any call outside of the Start and End times. Overrides are a range of dates where the system will answer with a specific Call Processor from Start time of the Start date until End time of the End date. This is the time frame when the departmental pre-greetings will be played. Deliverables Four executable programs will delivered to provide the required functionality. ACPAdmin.exe allows you to view the database and modify the settings and schedules. MDBUpdate.exe is run at daily maintenance to update the list of subscribers and departments. This application can also be run manually. Dgreet.exe is the Automated Agent application that checks if it is time for the override pre-greeting to play ACPRouter.exe is the Automated Agent application that determines the current schedule department level routing. This replaces the call routing functions of CallXpress.