f the Call Accounting and telecommunications management software, including a hotline for customer questions? 14. Does your pricing consider any "trade in" on the ex- listing PBX? 15. Does your company sell and support Video Teleconfer- encing equipment? If so, please describe these capabilities. 16. Are the handsets in the proposed system hearing aid- com- patible? Can a TDD (Telephone Device for the Deaf) be used to call to and from the proposed system? 17. Please provide a list of at least ten customers using the proposed system (same release for PBX and Voice Mail and same system administration software for PBX). Maintenance Support Requirements 1. Two-hour emergency response and 24-hour standard re- sponse is a requirement. 72 %> The Telecom Handbook CHAPTER 3 2. The proposed system must have remote diagnostic capa- bility. Please explain your procedure for monitoring the system performance remotely. Can the remote point be deactivated by the customer to prevent unauthor- ized access? 3. Please provide the point of dispatch for your re- pair technicians. 4. Does your company reduce the cost of the maintenance agreement if the customer agrees to provide coordination of repairs with the local and long distance carriers? The above is considered to be a brief Request for Proposal document. Some are much more detailed, particularly for larger systems with more than 200 telephones. The purpose of includ- ing it here is to give you an idea of some of the questions to ask and the level of detail required to purchase a telephone system. The Telecom Handbook - 73 Taylor & Francis Taylor & Francis Group http://taylorandfrancis.com CHAPTER 4 Your Call Center Telephone System - The ACD An ACD or Automatic Call Distributor is a specialized type of PBX. It is typically used in what is known as an Incoming Call Center, although outgoing calls are made through it, too. When you call to make an airline reservation or to order some- thing to be delivered by mail, your call is likely being answered by an ACD. You may hear the n