CM-11-09-205CryIl-O7.'Z4RECEIVED
OCT 12 2011
City Manager Approval Form
Item Caption: Land Management (TRAKiT) IVR Module
Approval Date:
Department Name: Information Technology Department
Project Manager: Christian Collier
Assigned Attorney:
Item Summary:
The IVR module will allow contractors the ability to call in and schedule an an inspection which will then be automatically enter
into the TRAKiT system. This module was requested by the City in Change Request #4 to the Ci of Round ock Agreement
Installation of Land Management Software with CRW Systems Inc.
No. of Originals Submitted: 1
Project Name: Land Management Software
Cost: $20,000.00
Source of Funds:
General Self -Financed Construction
Source of Funds (if applicable): Select Source Fund
Account Number:
Finance Director Approval: Cheryl Delaney
Date: 10/5/11
Department Director Approval: Daniel Saucedo
CIP
N/A
Date: 10/2/2011
**Electronic signature by the Director is acceptable. Please only submit ONE approval form per item.**
OK
Budget
N/A
OK
Purchasing n
N/A
OK
Accounting ❑
N/A
OK
ITEMS WILL NOT BE PLACED ON THE COUNCIL OR CM AGENDA W/OUT PRIOR FINANCE AND/OR LEGAL APPROVAL
ClIVSYSTEMS
Change Request #4
TRAKiT IVR
Client Name Round Rock, TX
Change Name VoiceTRAKiT IVR System
Date Sunitted 05/16/2011
Change Request * 004
Requested by Chris Collier, Client Project Manager
Stied by Michael J Truncale, CRW Project Manager
Background
INNOVATIVE GOVERNMENT TECHNOLOGY
The City of Round Rock is requesting to have the ability to integrate with the CRW Hosted IVR solution. CRW's VoiceTRAKiT
IVR solution will offer the City the ability to have an out-of-the-box system with standard workflows to Contractors and
Inspectors.
Statement of Work
For the hosted "VoiceTRAKiT IVR" system, a Standard Call Flow Diagram is provided on the subsequent pages for all of the
out-of-the-box features integrated with the CRW-hosted system. Features include the following:
1. Inspection Scheduling
2. Cancel an Inspection
3. Retrieve Inspection Results
4. Contractor Verification
5. Post Inspection Results as Inspector
6. Integration to live TRAKiT database at City location
7. "VoiceTRAKiT IVR" standard functionality supports up to 4 simultaneous concurrent calls. Additional concurrent
calls available at an additional cost.
Page 1 of 16
CM -II - zoS
Proprietary and Confidential May 16, 2011
CIIPVSYSTEMS
VoiceTRAKiT IVR — Standard Call Flow Diagram
INNOVATIVE GOVERNMENT TECHNOLOGY
TRAKIT Setup Notes
No alpha prefixes make for faster
input
All inspection codes should be three
digits.
Page 2 of 16
CaU Recleved
T
Check Database
Connection
V1
connection string
Yes
P23
Welcome to the City of Pacific Shores Inspection System
7
t
STAFF
P(n) = Prompt Recording
V(n) = System Variable
ALL PROMPTS
Disconnect call after three prompts
with no response using:
P8 Thank you for calling. Goodbye.
0 = transfer to operator
9 = return to previous menu
P1
Data Connection is
temporarily unavailable.
Please try back later.
•
( End CaN J
#7 is a silent option (no prompt)
no
--D
P2
To schedule an inspection, press 1.
To cancel an inspection, press 2.
To retrieve inspection results, press 3.
To retum to the previous menu, press 9.
To speak with a staff member, press 0.
SCHED
i
RES/ POST
Proprietary and Confidential
Transfer cad to Agency
V2
Phone Number
#4 is a silent option (no prompt),
ONLY accessible after staff login.
May 16, 2011
CIIfYSTEMS
VoiceTRAKiT IVR — Schedule Inspection
INNOVATIVE GOVERNMENT TECHNOLOGY
P3
Reese enter your Permit
Number followed by the
Paint Key. For letters, use
the corresponding numbers
on your phone keypad
P4
Entry not
recognized.
Please try again.
Search
mtabaee
for parent
number
Y
Play Permit
Number and
Address.
Page 3 of 16
2 -
P9
1s this correct?
For YES, press 1
For NO, press 2
Yes --111,
aNd Selection
P6
More than one
match was found.
Please select the
correct Permit
Number
1
DYNAMIC PROMPT
List Pwmk Number
Options
Invalid Selection/No Selection
P7
Invalid Selection
Made. Please try
again
Proprietary and Confidential May 16, 2011
No
•
P32
No inspections are
available to be
scheduled on this
permit at this time.
Please try again.
•
SCHED
yes_
End of List
Reached
•
—Code Entered—
CIIYSTEMS
VoiceTRAKiT IVR — Schedule Inspection 2
INNOVATIVE GOVERNMENT TECHNOLOGY
SI -2
P31
Inspection not
available on this
permit Please try
again.
Page 4 of 16
P7
Invalid Selection
Made. Please try
again.
4—N
P10
Please enter the three -
digit code of the inspection
you wish to schedule.
Press the Star key for a
list of inspection types.
Yes
Restrict to those
available to be
scheduled.
Ve
Schedule
Existing
Only?
DYNAMIC PROMPT
Play List of Valid
Inspection Types
Proprietary and Confidential May 16, 2011
CIIlfYSTEMS
VoiceTRAKiT IVR — Schedule Inspection 3
INNOVATIVE GOVERNMENT TECHNOLOGY
P12
Please enter the two digit
hour of inspection requested.
Use 08 for 8:00 AM, 13 for
1:00 PM, etc. Requested
times are not guaranteed.
No
P7
Invalid Selection
Made. Please try
again.
Schedule Inspection
and generate
confirmation number
(Write to REMARKS)
Record added to
history table
P13
Your inspection has
been scheduled. Your
► confirmation Number is:
Ray Confirmation
Number
P14
To record a message for the inspector, press 1.
To repeat this confirmation number, press 2.
-- To Schedule another inspection on this permit, press 3.
To Schedule an inspection on another permit, press 4.
To retum to the main menu, press 5.
To end this call, simply hang up.
Create
Attachment
and write to
history table.
3
4
f
SCHED
REPLAY
MESSAGE
2
5
P7
Invalid Selection
Made. Please try
again.
4—
P15
Please record your message
at the tone. Press the Pound
Key when finished.
P17
To accept your message press 1.
To listen to your message press 2.
To re-record your message press 3.
A
Page 5 of 16 Proprietary and Confidential
May 16, 2011
ClIlVSYSTEMS
VoiceTRAKiT IVR — Cancel Inspection
INNOVATIVE GOVERNMENT TECHNOLOGY
Retrieve
V5
CanCelaton
Cut-off time
P6
Permit Number no
found. Please try
again.
4—Y
P3
Please enter your Permit
Number followed by the
Point Key. For letters, use
the corresponding numbers
on your phone keypad.
Search
database
for permit
number
Play Permit
Number and
Address.
P9
Is this correct?
For YES, press 1.
For NO, press 2.
Yes
1
P6
More than one
match was found.
Please select the
correct Permit
Number.
Valid Selection—
DYNAMIC PROMPT
List Permit Number
Options
Invalid Selection/No Selection
P7
Invalid Selection
Made. Please try
again.
Page 6 of 16 Proprietary and Confidential May 16, 2011
CIIPl4fYSTEMS
VoiceTRAKiT IVR — Cancel Inspection 2
Are there any
inspections on this
permit that can be
cancelled
at this time?
P7
Invalid Selection
Made. Please by
again.
4—N
P19
No Inspection of this
type may be canceled at 4
this time. Please try
again.
Page 7 of 16
—End of list readied;
INNOVATIVE GOVERNMENT TECHNOLOGY
P20
There are no inspections on this permit that can be
canceled at this time.
To cancel an inspection on another permit, press 1.
To retum to the main menu, press 2.
To end this call, simply hang up.
•
P18
Please enter the three -digit
code of the inspection you
wish to cancel. To hear a list
of inspections on this permit
that can be canceled press
the Star key.
End of List Reached
DYNAMIC PROMPT
Play List of SCHEDULED
Inspections that can be canceled:
Inspection A scheduled B press 1
Inspection B scheduled C press 2
Inspection Selected
DYNAMIC PROMPT
Play list of dates inspection to be
canceled is scheduled on.
scheduled A press 1
scheduled B press 2
Selection Made
No
Proprietary and Confldentlal May 16, 2011
CIIIfYSTEMS
VoiceTRAKiT IVR — Cancel Inspection 3
INNOVATIVE GOVERNMENT TECHNOLOGY
Page 8 of 16
CI -3
Cancel Inspection (void)
and generate confirmation
number.
Write record to history
table.
•
P21
This inspection has
been canceled. Your
confirmation Number is:
Play Confnnation
Number
P22
To Cancel another inspection on this permit, press 1.
To Cancel an inspection on another permit, press 2.
To retum to the main menu, press 3.
To end the call, simply hang up.
I
3
•
NM
Proprietary and Confidential May 16, 2011
CIIIVSYSTEMS
VoiceTRAKiT IVR —Inspection Results
INNOVATIVE GOVERNMENT TECHNOLOGY
RES
P6
Permit Number not
found. Please try
again.
4—Y
•
P3
Please ente your Permit
Number followed by the
Pound Key. For letters, use
the corresponding numbers
on your phone keypad.
P4
Entry not
recognized.
Please try again.
Seanch
database
for permit
number
Page 9 of 16
2—
Play Permit
Number and
Address.
P9
Is this correct?
For YES, press 1.
For NO, press 2.
Yes
P6
More than one
match was found.
Please select the
correct Permit
Number.
Valid Selection --
DYNAMIC PROMPT
List Permit Number
Options
Invalid Selection/No Selection
P7
Invalid Selection
Made. Please try
again.
Proprietary and Confidential May 16, 2011
CI?IfYSTEMS
VoiceTRAKiT IVR —Inspection Results 2
Yes
P27
Please enter the three -digit
code of the inspection you
wish to retrieve results for.
To hear all inspection results
on this permit press the Star
key.
INNOVATIVE GOVERNMENT TECHNOLOGY
P26
There are no inspection results on this permit.
To retrieve inspection results on another permit, press 1.
To retum to the main menu, press 2.
To end this call, simply hang up.
b.
DYNAMIC PROMPT
Play ALL inspection results on this permit
Newest to Oldest by Completed date.
P29
"Inspection Completed'
inspection Completed'
Tuesday, June 1 "APPROVED'
Monday, May 31 "FAILED'
P28
No Inspection of this
type has results. Please
try again.
Yes
i'
DYNAMIC PROMPT
Play list of inspection results of this type:
Newest to Oldest by Completed date.
P29
inspection Completed' Tuesday, June 1 "APPROVED'
inspection Completed' Monday, May 31 "FAILED'
P30
To Retrieve additional Inspection Results on this permit, press 1.
To Retrieve Inspection Results on another permit press 2.
To retum to the main menu, press 3.
To end the call, simply hang up.
NOTE: Inspection
Result Codes
should be recorded
for clarity.
Page 10 of 16 Proprietary and Confidential May 16, 2011
CRWSYSTEMS
VoiceTRAKiT IVR —Contractor Verification
INNOVATIVE GOVERNMENT TECHNOLOGY
Page 11 of 16
/\
P24
Please enter your
I. contractor PIN,
followed by the
pound key.
( End Call
Check AEC
TRAK for
match
P25
Invalid PIN.
Proprietary and Confidential May 16, 2011
ClIfYSTEMS
VoiceTRAKiT IVR —Staff Verification
INNOVATIVE GOVERNMENT TECHNOLOGY
STAFF
P33
Please enter your
inspector PIN,
followed by the
pound key.
\POSTT
V
Page 12 of 16 Proprietary and Confidential May 16, 2011
CRIOVSYSTEMS
VoiceTRAKiT IVR —Post Results
INNOVATIVE GOVERNMENT TECHNOLOGY
POST
P6
Permit Number no
found. Please try
again.
1
P3
Please enter your Permit
Number followed by the
Pound Key. For letters, use
the corresponding numbers
on your phone keypad.
P4
Entry not
recognized.
Please try again.
Page 13 of 16
P9
Is this correct?
For YES, press 1.
For NO, press 2.
1
POST 2
P6
More than one
match was found.
Please select the
correct Permit
Number.
DYNAMIC PROMPT
List Permit Number
Options
Invalid Selection/No Selection
1
P7
Invalid Selection
Made. Please try
again.
Proprietary and Confidential May 16, 2011
ciIlvSYSTEMS
VoiceTRAKiT IVR —Post Results 2
INNOVATIVE GOVERNMENT TECHNOLOGY
POST 2
P7
Invalid Selection
Made. Please try
again.
P34
Please enter the three -digit
code of the inspection you
wish to enter results for.
Yes
P28
No Inspection of this
type without results.
Please try again.
DYNAMIC PROMPT
Play unique List of Scheduled dates of Inspections of
this type, with no result, on this permit, oldest first:
No (if more than one, use greatest RECORDID)
P7
Invalid Selection
Made. Please try
again.
P35
Please enter the Result
Code for this inspection.
DYNAMIC PROMPT
Play Entered Result Hes
•
POST
3
Page 14 of 16 Proprietary and Confidential
May 16, 2011
CIIlfYSTEMS
VoiceTRAKiT IVR —Post Results 3
INNOVATIVE GOVERNMENT TECHNOLOGY
POST 3
P36
To record a message for the contractor, press 1.
To Result another inspection on this permit, press 2.
To Result inspections on another permit, press 3.
To retum to the main menu, press 4.
To end this call, simply hang up.
2
3
POST 2 POST
REPLAY
MESSAGE
Page 15 of 16
4 2
4
P17
To accept your message press 1.
To listen to your message press 2.
To re-record your message press 3.
Create
Attachment
and write to
history table.
3
4
1-0
P15
Please record your message
at the tone. Press the Pound
Key when finished.
4-
P16
Messages are limited to V4
minutes
P37
To Result another inspection on this permit, press 1.
To Result Inspections on another permit, press 2.
To retum to the main menu, press 3.
To end the call, simply hang up.
1 2
POST 2 POST
Proprietary and Confidential May 16, 2011
ClISYSTEMS
Cost
INNOVATIVE GOVERNMENT TECHNOLOGY
Initial Integration/Setup: $12,500.00 (Implementation/setup)
Annual Maintenance Fees: $7,500 (includes 2,000 minutes per month of access).
Terms
• "VoiceTRAKT IVR" is for PermitTRAK Inspections only
• The first Annual Maintenance payment will be Pro -rated to coincide with the City's primary maintenance date, and
is due upon contract signing
• Initial Integration/Setup Fee is due upon Initial Delivery of "VoiceTRAKiT IVR" test system
• Changes to the proposed Standard Call Flow Diagram for "VoiceTRAKiT IVR" will incur additional cost
• "VoiceTRAKiT IVR" requires a continuously active remote connection to the City's database, and will become
unavailable in the event the connection is not active
• Speed of the database will affect performance of any IVR system
• This configuration relies on a connection to the City's servers. In the event that connection is unavailable or not
working correctly, the IVR system will not be active
• No on site work is included in this proposal
• No Hardware is included
• This offer expires 5/27/2011
• Delivery of a test system will be made within 60 days from sign -off
Authorization
Offer Authorized by:
Michael J Truncale, Project Manager
CRW Systems, Inc.
Accepted by: , /Q j�'
Name: S Vv (V it Wood Title:
rte.
Signature: Date:
#iiJi%�.�c!
Page 16 of 16
(on behalf of Round Rock, TX
Cirnankyev
Proprietary and Confidential May 16, 2011