Service Quotation

(Internal Use Only)

Professional Services :

PS reference Offer: PS_20200005

Project Title: Unify Colombia – OSCC 10.0 – Caller validation through SQL query
Date: 13/03/2020

Contact Infos:

Requester Mario Carreño

Author Michel Mosca

Requirements and Assumptions:

• Users could input only numbers on Call Director flow, alpha will not be handled.
• Users will be validated against a customer database through a SQL query and when have a positive
validation he will routed to a specific queue name as retrieved from query.
• User will have 03(three) attempts to provide identification. After that he will enqueue to a default
queue.
• Local Partner must supply the whole messages to be used on the Call Director flow. The Call
Director’s flow standard audio file is wav. In order to ensure better audio quality, messages should be
recorded on format wav, CCITT u-law, 8 Khz, 8 bit, 12 dBm, mono.
• There is not explicit requirement to change the Call Director flow beyond the caller validation against
database.
• There is not explicit requirement to perform stored procedures o web services integration.
• Customer will provide an ODBC driver compliant in order to have access into customer database
• Customer will provide enough configuration on OSCC sever in order to deploy ODBC driver and
connectivity with his database.
• Customer will provide SQL query documentation in order to valid user according his input on Call
Director and retrieve the queue name in order to enqueue contact.
• OSCC v10 is up and running. No requirements to solve any issue.
• Local Partner will assign an Expert on-site, which will be responsible for user instruction and
functional testing
• A remote access to OSCC will be available in order we can perform the remote activities.
• The service shall be delivered remotely and during business hours (08am to 18pm).
• Services will be executed from Brazil (GMT -3).
• There is a local project manager / coordinator assigned to the project and any relationship and
negotiation with the end customer is under the partner / Local Company responsibilities.

Statement of Works summary:

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Atos Professional Services Brazil will customize a call director flow with Database function.
Phone callers will be handled by an OpenScape Contact Center Call Director flow where they should inform
their ID in order to be queried against customer database.
If caller has a positive validation, query will retrieve the queue name whose contact must be enqueued.
If user fails on authentication it could be proceed on default queue. There is no requirement to additional
validation.
Atos Professional Services Brazil will configure customer's database connection, create database query
function and create an call director flow with the following actions:
• collect digits
• perform query on customer database
• enqueue contact when query retrieve queue name

Provide first day remote support after rollout.

The services will be performed remotely and will cover the Requirements and assumptions described in the
earlier section.
---
Out of Scope
• Project Management.
• Any On-site Activities.
• Knowledge transfer or any technical or end-user training.
• Perform Upgrade on the OSCC or any other applications.
• Deployment of custom application on users’ station.
• Provide changes on Call Director flow to collect and attach data any other data.
• Provide queue statistics as queue position or ewt (estimated wait time) into call flow
• Provide custom messages or change wait message
• Intervention in customer network, including hubs, switches, routers, firewalls, access links and
more.
• Technical support level 2 or 3 to handle hardware or software failures for Unify and 3rd Party
application. Such analyzes shall be complemented by Partner Support and consequently shall be
charged based on the actual expenses incurred.
• Delivery of documentations e.g. TDS, AS Built, ATMN

Offer:

All costs are internal and reflect only to the services labour estimated for this project. It covers the
realization of the tasks during normal business hours from Monday to Friday. No overtime is predicted in
this project.

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The final cost and other costs in this proposal were calculated based euro exchange rate from March 13rd,
2020. It includes all Brazil current taxes. Further modifications in our legislation or any new tax law that
becomes applicable to the current scope before billing will determine immediate modification of the offered
price as well as issuing of recovery in the new legal bases.
A request for professional service support should be made via e-mail. A schedule will occur on presentation
of PO (Purchase Order) and a detailed description of the subject and equipment involved, as well as the
name of a contact person with e-mail and telephone number;

Payment terms for the services: 100% of the final price within 21 (twenty one) days after the project
closeout.

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