5.4. ERMUSR 02-09-2010Elk River -'~-1
Municipal Utilities
13069 Orono Parkway • P.O. Box 430 Phone: 763.441.2020
Elk River, MN 55330-0430 Fax: 763.441.8099
February 4, 2010
To: Elk River Municipal Utilities commission
John Dietz
Jerry Gumphrey
Daryl Thompson
From: Theresa Slominski
Re: Phone recording system options
Per request of Commissioner Jerry Gumphrey, the possibility of implementing a phone
recording system was looked at. Our current phone system is Inter-Tel Axxess, and the
parent company is Mitel. Mitel's contact is Cory Wynn, who was contacted for the
options we would have available and we were put in contact with OAISYS and Elwood
Ireland. A demo of the OAISYS system was provided on January 28th with Bob Pearson,
Tristan Nicka, Troy Adams, and Greg Scherber present. The proposed cost of an
OAISYS phone recording system is attached. There are two proposals, a rack mount
system versus a standing tower system. The rack mount is the version preferred by the IT
department because it is similar to their current hardware.
Elk River Municipal Utilities
Prepared by:
Prepared for:
Date
Cory Wynn
Elwood Ireland
Elk River Municipal Utilities
13069 Orono Parkway PO Box 430
Elk River, MN 55330
February 3, 2010
MITEL
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MITEL
Executive Summary ........................................................................................... 3
Overview ...................
Business Challenges
Solution Overview ....
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MITEL
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MITEL
Executive Summary
Overview
We are pleased to present this proposal to Elk River Municipal Utilities. In preparing this, we have
worked with your Information Technologies and Utilities team to better understand your organization, and
your business needs, so that we can offer a tailored solution that helps improve your business. We
understand the needs and challenges of organizations like yours, challenges like remaining compliant
while keeping costs under control, growing revenue, and ensuring that today's investment will serve for
many years to come. Mitel solutions help businesses achieve these goals and more, so that you can
focus on what's most important to you -your organization.
Business Challenges
Upon meeting with the Utilities and Information Technologies team of Elk River Municipal Utilities the
needs for risk protection, dispute resolution, quality assurance and customer satisfaction were prevalent.
The regulations on utilities service providers place a heavy burden on both the city and it's employees.
Oaisys call recoding helps relieve that risk, while increasing customer satisfaction and revenue.
Risk Protection and Dispute Resolution: With regulations such as the "Cold Weather Rule"
Elk River Municipal Utilities is able to protect themselves by documenting and recording calls
made to past due customers, the dates and times in which those calls were made and whether
the Agent spoke with the customer in question, therefore lessening the risk of legal retribution.
Quality Assurance: Elk River Municipal Utilities offers the service of notifying a customer when
there is an issue with their account; Oaisys assists in perfecting that service. With recorded calls
Elk River Municipal Utilities has proof to boast of their outstanding customer care as well as
documentation if any issues arise.
Increased Revenue: Few business challenges are as daunting as having to receive payment
from a past due customer; with 10,000 of them this can directly affect revenues. Mitel's Oaisys
recording solution provides the documentation that is just a mouse click away, making it easier to
call on, document and receive final payment on past due notices.
MITEL
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MITEL
Solution Overview
Mitel's recommendation is the Oaisys Advanced Base Pack with Licenses and Recoding Engine. This
solution offers Elk River Municipal Utilities:
- Recording up to 56K hours of calls with an option to expand to 100K hours
- DVD burner for archiving calls
- Up to 12 Agents can record simultaneously with the ability to add Agents in
the event of future growth
- Recordings can be distributed through URL and .WAV files to staff and
customers
- Option for industrial grade rack-mount PC
- Allows for integration with future VoIP deployments
- Full Integration of the Oaisys Call Recorder with current AXXESS phone
system
- Scalable to fit the needs of Elk River Municipal Utilities
MITEL
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MITEL
Purchase Package
Mid Tower Oaisys Standard Base
Deposit
Balance Upon Completion
Or
Rack Mount Oaisys Standard Base
Deposit
Balance Upon Completion
RATES QUOTED ARE GUARANTEED FOR THIRTY (30) DAYS
$ 11,464.00
30%
70%
$ 13,028.00
30%
70%
MITEL
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MITEL
Mid-Tower Option
Part Number Product Name Quantity
900.2770 Standard Base Package 1
Standard Base Package includes amid-tower PC running Windows XP. Includes storage capacity for
up to 56K hours of calls -DVD burner for archiving -network intertace card -mouse and keyboard.
Will hold up to 4 OAISYS Tap boards. Recommended for systems with no more than 48 trunk ports.
Includes unlimited Talkument users -Tracer call center software and 1 Tracer users.
900.2775 OAISYS Voice Port license 12
Software licensing to activate ports on OAISYS Tap boards and for IP station recording . One required
per device (trunk -phone -analog device) to be recorded.
901.2724 VoIP Recording Engine 1
Provides additional network interface hardware and enabling software to intercept audio for up to 192
Mitel AXXESS or 5000 IP telephones using IP monitoring. Also works with the Mitel 3300 Secure
Recording Connector (SRC). REQUIRES 3rd PARTY OAI -PORT MIRRORING ON THE
ASSOCIATED NETWORK SWITCHES OR ROUTERS -- OR MITEL SRC SOFTWARE -- AND
OAISYS VOICE PORT LICENSES FOR EACH TELEPHONE TO BE RECORDED.
901.2756 Tracer concurrent user license 1
Adds one concurrent user license for Tracer call center management software to an OAISYS recording
system. Requires Tracer call center management software.
Rack Mount Option
Part Number Product Name Quantity
900.2771 Advanced Base Package 1
Advanced Base Package includes an industrial grade rack-mount PC running Windows XP. Includes
storage capacity for up to 100K hours of calls -DVD burner for archiving -network intertace card -mouse
and keyboard. Will hold up to 4 OAISYS Tap boards. Recommended for systems with no more than 96
trunk ports. Includes unlimited Talkument users -Tracer call center software and 2 Tracer users.
900.2775 OAISYS Voice Port license 12
Software licensing to activate ports on OAISYS Tap boards and for IP station recording . One required
per device (trunk -phone -analog device) to be recorded.
901.2724 VoIP Recording Engine 1
Provides additional network interface hardware and enabling software to intercept audio for up to 192
Mitel AXXESS or 5000 IP telephones using IP monitoring. Also works with the Mitel 3300 Secure
Recording Connector (SRC). REQUIRES 3rd PARTY OAI -PORT MIRRORING ON THE ASSOCIATED
NETWORK SWITCHES OR ROUTERS -- OR MITEL SRC SOFTWARE --AND OAISYS VOICE PORT
LICENSES FOR EACH TELEPHONE TO BE RECORDED.
MITEL
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