Specifications include, but are not limited to: 3.1 GENERAL REQUIREMENTS The agency anticipates Approximately 600-1200 calls per day: 5 days a week with an average call length of 330 seconds and a 45 second wrap up. Respondents may submit information for optional features and capabilities. The system must at minimum: 3.1.1 Record 100% of incoming and outbound external calls; with the ability to adjust percentage as needed. 3.1.2 Receive notification of system updates and improvements that will affect compatibility with CISCO/FINESSE. 3.2 FUNCTIONALITY MUST INCLUDE AT MINIMUM 3.2.1 Retrieve all calls for playback. 3.2.2 Recorded calls can be played back and searched by the following parameters: Agent Name, Agent Phone ID, Date, Time, Phone Number, Special identifying Number. 3.2.3 Fast forward, rewind, and pause all recordings. 3.2.4 Create and save portions of a recorded call for future playback with searchable parameters listed in section 3.2.2. 3.2.5 Ability to forward recorded calls via email on other platforms including but not limited to Microsoft Outlook. 3.2.6 Save calls outside of the recording system. 3.2.7 Adjust retention schedule of calls. 3.2.8 Flag recorded calls and have ability to rename for quick reference. 3.2.9 Include a cloud-based or local server solution to store all calls. Respondent must specify and provide a detailed explanation of the option offered. 3.2.10 Redact sensitive information. System should have the capability to stop recording when sensitive information is communicated and resume recording after sensitive information is completed. This includes allowing the agent the ability to stop and resume recording, if needed. The Contractor must meet all the following requirements during the Contract Term: a. Designate a representative to be the Respondent’s Primary Contact for the purposes of scheduling, billing, Contract Management, and day-to-day management of services. b. Provide the necessary staff to fulfill deliverables and requirements in accordance with the agreed upon schedule or services. c. Collaborate with the Agency to ensure successful implementation and completion of the services. d. Be honest, open, courteous, respectful, and fair in all contact with the Agency. e. Identify and communicate any risks to the service to the Agency’s Contract Monitor.