Scope of Work

<Customer Name>

Document Properties

Creation Date <Date Of Creation>

Current Draft v1.0.0

Modification Date -

Ticket ID <Ticket ID>

Created By <Owner Name>

 Scope of Work: <Customer_Name>

© 2023 <Owner_Company>, All rights reserved.

CONFIDENTIAL - No part of this document (“Scope of Work”) may be photocopied, reproduced,
distributed or otherwise made available in any form/manner to any third party without the prior
written permission of <Owner_Company>. The Client herewith understands that the contents of
this Proposal are strictly confidential. In choosing to read the contents of this Proposal, the client
undertakes not to disclose the information contained herein to any third party.

Document History

Version Creation date Created By Summary of changes

1.0.0 <Creation_Date> <Owner_Name> Defined Scope of Work

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 Scope of Work: <Customer_Name>

Table of Contents
1. Business Goal Vs Deliverables 3
2. Prerequisites & Licenses 3
3. Details of Deliverables 4
3.1. Custom App 4
3.2. Outbound Campaign 5
3.3. New Inbound IVR 5
3.4. Report Customization 6
4. Deployment & UAT Instance 6
5. Notes 7
6. Assumptions 8
7 Annexure 9
7.1. Account Manager from <Owner_Company> 9
7.2. Escalation Matrix for Scoping 9
7.3. Escalation Matrix for Deployment 9
7.4. SOW Approval Procedure 10

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 Scope of Work: <Customer_Name>

1. Business Goal Vs Deliverables

S. No. Business Goal / Use Case Deliverables

1. The <Customer_Name> Institute wants to Custom App:- The <Owner_Company>

take the assessment of the counselor and will provide a Custom App to the
the counselor should not be able to identify Supervisor. From the custom App
whether it is an end customer call or a call Supervisor can submit an assessment
from the Institute for assessment. call request. Which will initiate one call to
the Supervisor and then transfer it as an
The client team wants the supervisor to be internal call to the respective campaign.
able to initiate an internal call to the
counselor.

2. A random CLI needs to be displayed when The <Owner_Company> will set a

the counselor is receiving a call on the random CLI when any request is
desk. submitted from the Custom App.

3. The <Customer_Name> team wants to Report Customization:- The

identify the internal assessment call in the <Owner_Company> will customize the
report. existing <Report_Name>.

2. Prerequisites & Licenses

Below are the dependencies on the “<Customer_Name>” team:-
1. The latest release may be required at the center.
2. The client team is required to confirm the campaign name in which implementation needs
to be done.

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 Scope of Work: <Customer_Name>

3. Details of Deliverables
3.1. Custom App
In order to submit an internal assessment call request from the Supervisor an App will be
provided.
1. A new customized Assessment Call App will be created to submit a request for an
assessment call.
2. The supervisor has to fill in the below information while submitting the request.
a. Supervisor Number:- This will be a simple text field. The information is in which
the supervisor will enter the number in which they want to receive the call.
b. Campaign Selection:- This will be a drop-down field that will show the list of the
campaigns where the supervisor wanted to land a call.
c. Agent Selection:- This will be a drop-down field that will show the list of agents to
which the supervisor wants to assign the call in the campaign.
d. DID - This will be a simple text field. DID should be auto populated based on
campaign selection.
3. Whenever the Supervisor Submits the request using a custom App, the app will generate
a random CLI and initiate a click-to-call API where the below information will be passed.
a. Supervisor Number
b. Random CLI
c. DID
4. Once the request is submitted, the Supervisor will receive a call on the entered number
then his call will be transferred to the defined campaign and then routed to the selected
agent.

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 Scope of Work: <Customer_Name>

Fig 3.1. Custom App

Note:-
1. DID should be auto-populated based on campaign selection.
2. The Agent Selection dropdown will show only active online users in the respective
campaign.
3. The Campaign selection dropdown, will display only user-assigned in the campaign.

3.2. Outbound Campaign

1. A new outbound campaign will be created
2. Default auto-dial nodeflow will be customized which will initiate a call to the Supervisor
number first and then transfer that call to an internal SIP.
3. While transferring the call to an internal SIP the CLI of the call will be a random CLI that is
received in click to call API request

3.3. New Inbound IVR

A new Master inbound IVR and Child inbound IVR will be created as per the below-mentioned
scenarios:-
1. Once the call is received on the internal sip trunk, then the call will be routed to the
master campaign in a newly created IVR.
2. In the master campaign, IVR will call an API based on a random CLI to route calls in the
desired campaign and preferred agent.

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 Scope of Work: <Customer_Name>

3. Once the API provides the details then further IVR will transfer the call to the desired
campaign in a newly created Child IVR.
4. New Child Inbound IVR (Assessment IVR):-
a. Once the call is received in the inbound IVR, IVR will route the call to the Agent
queue flow.
Agent Queue flow:-
1. One new Agent queue will be created as mentioned below:-
a. Agent Queue Flow
2. Once the call gets routed to Agent Queue Flow, then the call will be routed to the
Preferred agent.
3. If the preferred agent is busy in the queue, then IVR will play Busy message along with
Music as per the below-mentioned sequence and synchronously will check agent
availability.
“Busy Message → playMusic”
Note:-
1. Dumping will be done in the Master IVR and Child IVR for reporting Purposes.

3.4. Report Customization

The existing <Report_Name> will be customized as per the below-mentioned scenarios:-
1. A replica of the existing “<Report_Name>” reports will be created to customize them.
2. The existing “<Report_Name>” reports will be customized to add the below-mentioned
headers:-
Report Headers:-

S. No. Report Header Report Description

1. Assessment Call This will show whether the call is an assignment call
Sub Type or not. In case of an Assignment call, it will show
“Assignment” else the column will remain blank.

4. Deployment & UAT Instance

● Deployment of the Custom App will be done in a single setup.

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 Scope of Work: <Customer_Name>

● Deployment of the proposed report will be done in a single setup.

● Deployment of the proposed auto-dial and Inbound IVR node flow will be done in a single
setup.
● Deployment will be done in one campaign and then UAT will be performed.
● Post UAT confirmation replication will be done for the rest of the campaigns.

5. Notes

1. The <Owner_Company> team will do the deployment and UAT as per the defined SOW. If
the client team asks during or after the deployment to replicate something apart from the
content mentioned in the SOW then it will be treated as a separate service ticket for
which efforts may include and the SOW will be revised.
2. Content Mentioned in this SOW only will be a part of deliverable customization if any
change will be required during/after the deployment then it will be treated as a separate
service request for which a new ticket needs to be raised to the <Owner_Company>
services team.
3. This Scope of Work is valid for the next 2 months from the last revision date.

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 Scope of Work: <Customer_Name>

6. Assumptions

1. <Owner_Company> Setup will be commissioned at the center as per the setup project
plan.
2. The client team will provide Access while testing and deployment.
3. The client team’s support might be required for customization activities.
4. The environmental prerequisites such as availability of structured data center, power,
hardware, and network stability, etc. are assumed to be provided by the client.

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 Scope of Work: <Customer_Name>

7 Annexure

7.1. Account Manager from <Owner_Company>

Name: <Account Manager Name>
Phone: <Account Manager Contact Details>
Email: <Account Manager Email>

7.2. Escalation Matrix for Scoping

Level Name Phone Email ID

1 <Scoping_Manag <Scoping_Manag <Scoping_Manager_Email>

er_Name> er_Contact>

7.3. Escalation Matrix for Deployment

Level Name Phone Email ID

1 <Deployment_M <Deployment_Ma <Deployment_Manager_Email>

anager_Name> nager_Contact>

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 Scope of Work: <Customer_Name>

7.4. SOW Approval Procedure

Dear Customer in order to approve the Scope, kindly click on the approve button on your
<Ticketing_Portal> as shown in the below screen.
<Approval_Procedure_Image>
Fig 7.4. Approval Procedure

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