2009-069 Purchasing - Relational Technology Solutions for a RFP Award for telephone system replacement

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., . ,, -5~ „~~ ., ._ ~ ~ x~~ 5.1 Kick-off Meetin4. A project kick-off meeting will be conducted by RTS and Client at a time and place to be mutually agreed upon by the parties. 5.2 Commencement Date. Development will commence following the execution by Client and RTS of the Solution Design Document. 5.3 Estimated Desion Completion Date. The estimated date of completion will be set forth in the Solution Design Document. Any changes to the scope of Services or the Solution Design may affect the estimated date of completion. Any revision to the date of completion will be set forth in the Change Request Form. 4'! mid Solution Design Document - to be mutually developed Attachment A -Change Request Form Attachment B -Project Acceptance Form 7 SASS ~ !~ ~. IO.N_~ ~T ~,~~~ { .3' s ~ ';~ The Services to be performed and the fees described in this Statement of Work are based upon the following assumptions: • CCE Desktop will not integrate to any Client provided applications (e.g. CRM systems, etc.) • All workstations are running Windows XP • Client will provide link to initiate chat session on Client's external web site. Client will either provide IIS server to host Chat Gateway or provide external route to CCE server for external chat. • Client Email server supports POP3 and SMTP connection from Contact Center Express Email Media Store • Implementation work at the Client's location will occur during the normal work week (M - F excluding holidays) and will allow for travel by RTS personnel during the work week. • Avaya AE Services will be configured with the required licensing to accommodate the CCE implementation. This Statement of Work does not include AES configuration. • Client is responsible for securing PBX (Communication Manager) programming required by the CCE implementation. RTS can provide this service under a separate Statement of Work. • Client will acquire all servers required by the solution (from RTS or another source) System Requirements: This RTS Professional Services Statement of Work covers implementation of Avaya Contact Center Express. It is the Client's responsibility to acquire all necessary components required by the Contact Center Express implementation. RTS will provide supply quotes for these necessary components as part of a separate Statement of Work. Following are the System Requirements for Contact Center Express: Desktop Hardware: 1.6 GHz Pentium, 512MB of RAM, 50M6 of free hard disk space, DVD drive, graphics card capable of supporting 1024x768 resolution monitor, mouse or other Windows-compatible pointing device, and TCP/IP LAN connection. Software: Either Windows Vista (Enterprise), Windows XP Professional 32-bit SP2/SP3, Application Enablement Services (AE Services) client software, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 2.0 or 2.0 SP1. VMWare VDI is supported with CCE Desktop. Server (min 2 required) A minimum of two servers are required for this implementation: the core server and the data server. The core server hosts processes such as the license manager, XML server (for event handling), and Statement of Work No. ORD-23171-EA2E50 6/23/09-/v-1.0 Relational Technology Solutions "RTS" -Proprietary 5