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Monroe County Public Library - Request for Proposal – IP Telephony System

2013

Monroe County Public Library

REQUEST FOR PROPOSALVoIP TECHNOLOGY SOLUTION

November 6, 2013 Prepared by:

Barb Grothe, IT [email protected]

TABLE OF CONTENTS

1.0 Introduction1.1 Confidentiality Statement1.2 System and Microsoft Review

RFP for Monroe Co. Public Library, prepared by: Telecom Resources, Inc.

mailto:[email protected]


2013

1.3 Background2.0 Terms and Instructions

2.1 Exhibits2.2 Inquiries2.3 Submission2.4 Evaluation Criteria2.5 Schedule of Events2.6 Award2.7 Insurance2.8 Additional Charges-Change Form 2.9 Materials2.10 Installation2.11 Damages2.12 Equipment List2.13 Changes to the Specifications

3.0 Supplier Information3.1 Supplier Overview3.2 Corporate Structure3.3 Operations Structure3.4 Relationship to Manufacturer3.5 Corporate Contact3.6 Supplier Questionnaire3.7 Supplier References

4.0 Scope Of Work 4.1 Work Included4.2 Telephone Equipment Room

5.0 System Configuration5.1 Configuration Requirements5.2 Network Requirements5.3 Network Providers5.4 End Point Requirements5.5 Peripheral Requirements and Applications

6.0 Technical Specifications6.1 General System Requirements6.2 System Architecture6.3 Capacity6.4 Hardware Specifications6.5 LAN/WAN Infrastructure6.6 Mandatory Software Requirements



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6.7 Enhanced 911 Services Support6.8 Operating System6.9 IP Phones6.10 Attendant Soft Console

7.0 Applications and Peripheral Systems7.1 Voice/Unified Messaging7.2 Email Integration7.3 Mobility Future Applications7.4 Automatic Call Distribution (ACD) for Contact Center

8.0 Installation and Post Installation Services8.1 Database Design8.2 Cutover8.3 Training8.4 System Manuals8.5 Supplier Help Desk8.6 Removal of Existing PBX Equipment8.7 Acceptance8.8 Warranty Coverage8.9 Service Maintenance8.10 Service Handoff

9.0 Financials9.1 Equipment List Schedule A 9.2 Labor Schedule B9.3 Pricing Summary Schedule C9.4 Payment Terms and Progress Payments9.5 Billing Information9.6 Post Warranty Maintenance Pricing Schedule D9.7 Purchase Agreement – Exhibit 5



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1.0 Introduction

MCPL is soliciting proposals for a new VoIP (Voice over Internet Protocol) solution fully furnished to meet the specifications detailed in this RFP. The need is to replace two separate end-of-life digital phones system from NEC with one single VoIP system that meets the needs of its two current locations and a potential third library branch. We are eligible for the e-rate pricing. We are interested in purchasing /leasing the new system, but will entertain a hosted/managed solution as well. At the end of this RFP are some additional questions if you are going to price a hosted solution. We wish to keep the dial plan and DID numbers the same. The installation addresses will be:

LOCATION MAIN NUMBER

IP SETS

FAX COMBINED ADDRESS CITY, STATE ZIP

MCPL Main 812-349-3050 131 9 140 303 E. Kirkwood Blmgtn, IN 47408

MCPL Ellettsville 812-876-1272 11 1 12 600 W. Temperance St.

Ellettsville, IN. 47429

Totals 142 10 152

Both locations listed above are connected via fiber remotes (one on each end) that we will reuse. We have also deployed a 50MG circuit for internet access from Smithville Telephone Company in Ellettsville to the Bloomington Main Branch. We have deployed dark fiber between the two locations. As the enterprise extends its IP telephony deployments from the central branch to the remote branch, it is critical that the suppliers quote a Survivable Remote in Ellettsville providing centralized call processing architecture in which the core system is located at the main branch in Bloomington, but centralization and simplified management will encompass both the Bloomington and Ellettsville branch. In the event of a WAN outage, we want the call processing redundancy in Ellettsville during an emergency and this Survivable remote should provide for this. Please state here how this works on your system.

1.1 Confidentiality StatementThe information contained in this RFP is considered confidential by MCPL and must be treated as such by all bidders. Under no circumstances should this RFP be communicated to a third party without the explicit written permission from MCPL.

1.2 System and Microsoft overview



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The MCPL plans to install a new IP Telephone System (IPTS) to support both its Main Branch in Bloomington and the Ellettsville Branch. They will use Microsoft Exchange 2010 Server for its email services, the Exchange Unified Messaging (UM) features of Microsoft Exchange to enhance communications capabilities for its users. These UM features include enabling users to receive voice mail messages, and listen to voice mail from Outlook, to access their Microsoft Exchange mailboxes using a telephone, and to receive faxes in the MS Exchange mailboxes. We also would like to know if we replace the Microsoft Exchange 2010 Server in the future with a possibility of installing Google apps/email, let us know if your system can handle Google apps in the future. You can place answer here.

Prior to installation of the new system we are pursuing SIP trunking from AT&T as a potential replacement of the 2 PRI’s from AT&T. SIP trunks are a method of connecting voice traffic to the Public Switched Telephone network, not used solely as a platform for UC (Unified Communications). UC systems send voice and other media (both peer to peer and conferencing) over the private enterprise LAN and WAN data networks and over the Internet. The UC systems may use SIP protocols, but only use SIP trunks for residual PSTN traffic to parties that are not on or federated with the UC systems. The other purpose for the SIP trunking is to share idle capacity across the enterprise to reduce oversubscription on site-specific trunks or to trunk up during peak times of the year. As mentioned SIP may be implemented at a later date. The 2 PRI’s are in place today at the Main branch.

1.3 BackgroundIn addition to supporting the system for MCPL Main branch, the new IPTS must be configured to integrate with the Remote Fiber Modules as a distributed system that supports the 11 remote subscribers located in the Ellettsville branch. State here if your system is compatible with our existing Fiber Remote Modules.

2.0 Terms and InstructionsThis section provides general instructions and information related to this RFP and the selection process. SUPPLIER’s proposal shall remain valid for a period of 60 days after the date the proposal is due.

2.1 ExhibitsSUPPLIER shall provide the Exhibits required in this specification, per the specific Exhibit instruction found in each relevant section and the Summary of Exhibits at the end of the document. Exhibits should be submitted together as part of the Summary of Exhibit section at the end and not inserted into the body of the RFP where the Exhibit is called for. 2.2 Inquiries



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There will be a pre-determined period for question submittal. Any questions submitted outside this timeframe will not be addressed. Please refer to section 2.5 Schedule of Events for timeline events. All questions pertaining to this document shall be submitted via email to [email protected] no later than 5:00pm EST Nov 15th.

2.3 SubmissionResponses/Answers should be prepared in Word documents and spreadsheets should be prepared in Excel. Please provide your response for all questions and requirements in a different font color just below the question answered. Please answer all requirements with a “Comply” or “Does Not Comply” response. If a requirement partially complies, please indicate such and provide an explanation. MCPL requires all submissions in both hard copy and electronic format. (please provide 2 copies of hard copy and 1 electronic copy.

2 Hard Copy of RFP should be mailed or delivered to:Monroe County Public Library, 303 E. Kirkwood Ave. Bloomington, IN. 47408 by 12 noonEST on 11/21/20131 Electronic RFP should be emailed to [email protected] with a cc to: [email protected] and are due by 12 noonEST on 11/22/2013

2.4 Evaluation Criteria MCPL reserves the right to accept or reject any and all responses to this RFP at its complete discretion without explanation to SUPPLIER. MCPL reserves the right to withdraw or modify this RFP before the closing date. All participating SUPPLIERS will be notified in the instance of withdrawal or modification. MCPL will evaluate proposals with the following criteria:

Conformity to specificationsReliabilityProduct Performance and Migration Track recordCostManufacturer SupportTrack Record with similar scale projectsReferencesTechnical Capability

2.5 Schedule of Events. Two hard copies of the proposal should be submitted to be received no later than 12:00noon EST on November 21, 2013 to Monroe County Public Library at the address listed in Section 2.3 above. Proposals delivered after the due date will not be given consideration. Electronic copies of your proposal must be received by November 22, no later than 12:00PM EST

Distribution of RFP & Notice in Paper November 6, 2013Question Period Begins November 6, 2013






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Question Period Ends November 15, 2013RFP Electronic Deadline November 22, 2013 by 12:00pm ESTRFP Hard Copy Deadline November 21, 2013 by 12:00pm ESTProposal Evaluation Begins November 22, 2013Proposal Evaluation Ends December 6, 2013Finalists Chosen December 11, 2013Presentations Scheduled of finalist December 16, 2013SUPPLIER Selected December 20, 2013SUPPLIER Notification of Award December 20, 2013Contract Negotiation Period December 30, 2013Contract Executed January 6, 2014Project Kickoff January 10, 2014System Installation February 17, 2014SUPPLIER Help Desk on site February 17&18, 2014

Timeline events are subject to change and shall not be binding.

2.6 AwardMCPL reserves the right to make an award in whole or in part. The selected provider shall enter into a formal, written agreement prepared by counsel for MCPL. The definitive agreement will contain standard terms and conditions for agreements of this type. In addition, the agreement and will provide that the laws of the State of Indiana shall apply.

2.7 InsuranceThe winning SUPPLIER agrees to provide and maintain, at its own expense, the following insurance coverage:

Workers’ CompensationWorkers’ Compensation coverage which is in accordance with the laws of the state in which this contract is to be performed. Such will also include all states endorsement if necessary.

Comprehensive LiabilityComprehensive General Public Liability coverage with minimum Limits of Bodily Injury - $500,000 per person, $1,000,000 per accident, $250,000 per occurrence of property damage. BlanketContractual and completed operations coverage shall be includedwith the same minimums.

Comprehensive Auto



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Comprehensive Auto Liability with the same minimum limits as for Comprehensive General Public Liability.

Liability coverage shall name MCPL as an additional insured. The winning SUPPLIER agrees to furnish Certificate of Insurance verifying coverage for insurance as indicated above to MCPL prior to starting work on this contract.

2.8 Additional Charges-Change OrdersNo extra work or charges under this contract will be recognized or paid for unless agreed to in writing by MCPL before the work is done or the change is made.All additional work will be approved through a formal Change Order management process. Only Change Orders approved by the following MCPL designees will be considered valid: Marilyn Wood, Vanessa Schwegman, or Ned Baugh. Provide a copy of a standard Change Order Form, submitted as Exhibit 1 at the end of this proposal.

2.9 MaterialsOnly new, unused and FCC registered equipment shall be supplied under the terms of this bid and only new unused material that does not require FCC Registration shall be provided. All materials must be in conformity with the specifications and will be subject to inspection and approval upon delivery, and must comply in quality, type of material and method of manufacturer with all applicable local, state or Federal laws pertaining thereto. The right is reserved to reject and return at the risk and expense of the SUPPLIER such portion of any shipment which may be defective or fail to comply with the specifications here, and without validating or invalidating the remainder of the material.

2.10 InstallationInstallation of all material must meet industry standards in all respects with specific attention given to methods employed for wiring, termination, cable dressings, labeling, documentation, equipment room layout, general appearance, equipment operation and performance. The SUPPLIER shall completely remove from the premises all packing, crates and other litter accumulated due to the installation work.

2.11 DamagesThe SUPPLIER shall be responsible for the cost of repairing any damage caused by the SUPPLIER during installation.

2.12 Equipment ListThe SUPPLIER must provide the product description and model numbers for all equipment proposed as part of Exhibit 2 at the end of this proposal.

2.13 Changes To The Specifications



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MCPL may, if necessary, make changes to the scope of work consisting of additions, deletions or other revisions. Should these changes be necessary, the Schedule A and associated financial documents will be adjusted accordingly. Changes will not invalidate the contract nor affect the guarantees of the SUPPLIER or the validity of the SUPPLIERS bonds. 3.0 Supplier Information

3.1 Supplier OverviewProvide a general overview of your organization inclusive of the following; years in business, all products sold or serviced, approximate share of your local market, any vertical markets where your organization is especially proficient as well as your experience with IP telephony.

.2 Corporate StructureDescribe your corporate structure and include the names of key principals or stakeholders, their titles and contact information.

.3 Operations StructureDescribe your local Operations structure. Include here an escalation path for both Installation and Post-Installation Service teams. Describe your national service structure, if applicable.

.4 Relationship to ManufacturerDescribe your business relationship with the proposed products manufacturer (e.g. distributor, branch office, subsidiary, common parent) and how long the relationship has existed.

.5 Corporate Contact InformationProvide the physical and mailing address for the corporate office. Provide the corporate telephone and email of responder.Provide the home page website address for the corporate office, or parent company.

.6 Supplier Questionnaire

State the system make and model proposed.

State the system software release.

How many factory certified technicians do you have on the system proposed?

How many factory certified technicians do you have on the system proposed within a 100 mile radius of the installation address?



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State the total number of certified people in your organization who could be called on if a serious outage or disaster occurred at our facility?

How many customers do you have with the proposed system within a 100 mile radius of the installation address?

State the hours service is available for major and minor service calls.

State the address of the service center that will install and maintain the proposed system.

.7 Supplier ReferencesMCPL intends to check all references. Please provide the following:A minimum of three (3) SUPPLIER customer references who are currently using the system proposed submitted as Exhibit 3 at end of this proposal. 4.0 Scope of WorkThe required system is a state of the art pure IP Telephony System with all necessary endpoint equipment as itemized in this RFP, capable of meeting the operational requirements of MCPL for the next ten years. The proposed system will be judged on its ability to provide cost effective service without premature obsolescence over the anticipated system life. Equally important will be the SUPPLIER’s ability to provide responsive support throughout the life of the system.

4.1 Work IncludedThe principal items of work shall include, but not be limited to, the following:Furnishing and installing a turnkey premise based IP telephony solution and related peripheral equipment as indicated and specified herein, and connecting the system and related peripherals to the existing cabling infrastructure and network. Interfacing the telephone system with the PSTN and coordinating the installation of all required facilities.

The SUPPLIER must provide in the Contract, as a minimum, a one-year warranty on the proposed system(s), labor and those materials and parts supplied by the SUPPLIER. The warranty will cover the SUPPLIER supplied parts, labor, travel and miscellaneous costs. The warranty period will commence the day following the date of System Acceptance.



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If the system fails to completely perform in accordance with this RFP and the contract documents, SUPPLIER will take all necessary action, at no additional cost, to restore the system to perform in accordance with the RFP and the contract documents.

4.2 Telephone Equipment RoomThe main telephone equipment room is located at MCPL Main Headquarters in the Basement at 303 E. Kirkwood

Avenue, Bloomington, IN.

5.0 System ConfigurationThe specification requires “Equipped”, “Wired” and “Capacity” configurations. “Equipped” means what is available and working in the system without the addition of cards or licenses. “Wired” means what is achievable with the addition of station cards, software licenses, trunk cards, station terminal equipment, etc., only. Therefore, on the day of cutover, all cabinetry, software (except individual licenses), processing and memory required to support the “wired” for configuration is to be installed in the system. “Capacity” is defined as growth without a system/model upgrade.

5.1 Configuration RequirementsRefer to the table below when designing the proposed system.

IPTS Equipment – Configuration Equipped Wired CapacityIP Station Ports includes Ellettsville 151 Analog Station Ports Conference Star phones 2 Announcement Ports 2 PRI Ports 2 Analog/Fax Trunk Ports 10 1 Door intercom to ring receptionist 1 5.1 Network Requirements

Network Requirements ExistingPlanned for as part of this project

SIP Trunking None 48 Call SessionsRemote Fiber Module Interface 1 1PRI's 2 2DID's 151 151Analog for fax 10 10Internet with Smithville Teleco 50M 50M



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Survivable remote at Ellettsville branch 1

5.3 Network ProvidersMCPL utilizes AT&T for 2 Voice PRI’s, 4 POTS lines at Ellettsville, future SIP trunking and Smithville for Internet Access.

5.4 End Point RequirementsRefer to the table below for end point requirements.

End Point Requirements QuantityIP Telephones – small 20IP Telephones – mid 96IP Telephones – large 15IP Wireless Telephones 2IP Wireless Accessory Packs 2Analog conference star phone with speakerphone 2Attendant – Soft Consoles 2Headsets 2

141

5.5 Peripheral Requirements (Applications)Refer to the table below for configuration requirements on peripheral and application systems.

Peripheral Equipment Equipped Wired CapacityACD Agent Seats 50 ACD Supervisor Seats 4 ACD Groups 4 Other 6.0 Technical Specifications6.1 General System RequirementsState-of-the-art, pure IP technology that supports IP enabled connection and IP peer to peer switching that connects endpoints directly to each other through the network. Proposed system must be the most current system model including hardware in release at the time of installation. System must be able to network to other same-type systems using standard protocol to share coordinated dialing plans and centralized integrated



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systems such as Voice and Unified Messaging, and Automatic Call Distribution solutions. In the event that the proposed system is not in general release at the time of the Bid, SUPPLIER shall so inform MCPL and identify all known enhancements, upgrades or new product offerings to be included in the proposed model. System must be an unsupervised, premise-based solution purchased for a lump sum cash price.

6.2 System ArchitectureSystem must be an open standards-based solution, able to support a converged network, with the following attributes:A single managed infrastructureIntegration to Microsoft Lync and Microsoft Exchange 2010Converged desktop applicationsA solution that seamlessly integrates all componentsA solution that reduces operational costs and delivers new-age featuresA solution that could integrate to Google Apps and Mail in the future if the Microsoft platform is replaced in the future. State here if you can integrate to Google Apps/Mail in the future.

6.3 CapacityState the port capacity of a single system. Describe how the system can be expanded through networking of other same systems and state the maximum capacity for networked systems. Do networked systems of the same type perform seamlessly as one system from a coordinated dial plan and service feature perspective? Can networked systems share resources and centralized applications?

6.4 Hardware SpecificationsProvide the hardware specifications of the proposed system below

Specifications

Introduction DateProcessor TypeMemoryOperating System

6.5 LAN/WAN Infrastructure MCPL’s current LAN/WAN infrastructure are comprised of HP switches:Location Name Model # VersionIDF A Server Room MCPL-ASA Cisco ASA 5505 9.1(1)4



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IDF A Server Room SW1-A HP 5406ZL 15.10.0009IDF A Server Room SW2-A HP V1910-24G-

POECMW520-R1111P02

IDF A Server Room SW3-A HP V1910-24G-POE

CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02

IDF B SW1-B HP V1910-24G-POE

CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02

IDF C SW1-C HP V1910-24G-POE

CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02

IDF D SW1-D HP V1910-24G-POE

CMW520-R1111P02


CMW520-R1111P02


CMW520-R1111P02



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IDF E Ellettsville SW1-E HP V1910-24G-POE

CMW520-R1111P02

IDF E Ellettsville SW2-E HP V1910-24G-POE

CMW520-R1111P02

IDF C IndianaRoom Cisco Aironet

1142

B Closet Cisco AirNet 1142

VansVlan 1 DefaultVlan 5 HRVlan 10 StaffVlan 15 StaffWiFiVlan 20 ServersVlan 25 PatronsVlan 30 PublicWiFiVlan 172 VoiceVlan 250 DMZVlan 254 Management

Describe the minimum IP switch and router requirements the proposed solution requires and if any change recommendations you propose. MCPL already has QOS and POE switches installed.

6.6 Mandatory Software RequirementsDescribe any mandatory software requirements of the proposed system required to meet the total requirements of this specification including any Applications Database software, desktop software and any integration software for Email Server, MS Unified Messaging – Email Integration.

6.7 Enhanced 911 Services Support

Calls from inside the premise to the public Emergency service number (in the US and Canada this is 911) outside the premise must also ring on the property attendant console and up to 10 additional endpoint locations. The SUPPLIER is required to provide the capability to transmit the station number originating the emergency calls to the Emergency Center location outside the property, if required by the local authorities. Is E911 service



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provided integral to the call-processing platform or via additional servers or add-on hardware? Describe any additional hardware and software costs and any additional licensing requirements for E911 users. Describe the systems ability to trace and record malicious calls, if available.

6.8 Operating SystemList the latest released versions of the operating system(s) supported by the proposed solution.

6.9 IP PhonesFeatures requiredPhone System Functionality and FeaturesFeature Requir

edDesired

State if Standard or Optional

A single phone system for the Main Library and Ellettsville Branch.

X

Phone system should be easily expandable for a third location

X

Options for locations without computers (if system is VoIP) XAbility for both locations to utilize the same phone system while retaining their existing direct dial numbers

X

Automatic Call Distributer (ACD) and hunt groups to distribute calls to multiple phones. Call distribution options should include (1) linear distribution, (2) distribution based on the longest amount of time idle, and (3) ability to ring all extensions at once.

X

Ability to “log in” and “log out” of ACD calling groups. XDAY and NIGHT modes or equivalent. NIGHT mode forwards all direct lines to our main line when we are closed so that all publicly listed lines lead to the after-hours recording on the main line.

X

Ability to exempt some direct lines from forwarding to NIGHT mode.

X

Automation of DAY and NIGHT modes (or equivalent) based on time and day of week.

X

Ability for manual control of DAY and NIGHT modes as needed.

X

Ability to determine whether another phone extension is busy or in use

X

Call pick-up: Ability to pick up calls ringing on another phone extension using a feature code.

X

Call pick-up: Ability to answer calls sent to another phone in the same calling group using a feature code

X

Phone system time updates automatically and adjusts with X



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Daylight Savings Time.Phone system interface allows the phone system administrator easy access and control over the phone system settings through a centralized management console.

X

Ability to administer the system and all its locations remotely: Phone system settings are accessible off-site.

X

Individual users are able to adjust basic settings for their own extensions.

X

Ability to automatically route or forward calls based on a schedule we define based on day of week and time of day

X

Ability to easily manually forward lines when the need arises outside of automation rules

X

Enhanced 911 (e911) XFour-digit dialing between internal extensions and between multiple sites

X

Option to dial three-digit external numbers like 211, 311, etc.

X

Call statistics: Track the number of incoming calls XCall statistics: Track calls forwarded by the auto-attendant XCall statistics: Track calls manually forwarded to other extensions

X

Call statistics: Length of wait in queue, time line is occupied, etc.

X

Analog extensions for faxes and other equipment XFaxing applications offered through the phone system

XFaxing applications: Receive incoming faxes through email. XFaxing applications: Scan or browse files to send faxes. XEmergency notification: Ability to discretely contact Security staff via a radio, cell phone, pager, etc.

X

Record-a-call functionality so that individual extensions can record calls as needed

X

MCPL has categorized its IP telephone set requirements with the following minimum requirements:Small: 9 Fixed or Virtual Function keys, 4 programmable line and/or feature keysMedium: 11 Fixed or Virtual Function keys, 8 programmable line and/or feature keysLarge: 11 Fixed or Virtual Function keys, 16 programmable line and/or feature keys

Fixed or Virtual Function keys must include the following:HoldTransferSpeaker On/OffRedialConference



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RecallMicrophone

Additional minimum requirements include 3 line by 24 characters Liquid Crystal Display (LCD) and full duplex speakerphone with ring volume control and Message Waiting Indication.Provide feature and design information on the proposed IP telephone set types below.

IP Telephone Specifications Feature Small Mid LargeNumber of Fixed or Virtual Function KeysNumber of Programmable Line and/or Feature KeysFixed or Virtual Function Key: HoldFixed or Virtual Function Key: TransferFixed or Virtual Function Key: ConferenceFixed or Virtual Function Key: RedialFixed or Virtual Function Key: RecallFixed or Virtual Function Key: Speaker On/OffFixed or Virtual Function Key: MicrophoneLCDAdjustable LCD DisplayBacklit Display CompatibleBrightness/Contrast ControlFull Duplex SpeakerphoneRing Volume ControlHeadset CompatiblePower Over Ethernet provided at switchDesi-Less No labels on phonesAvailable ColorsMessage Waiting IndicatorName/Model of Phone being proposedBuilt- In Wall Mount Unit

6.10 Attendants - Soft ConsoleIndicate how the proposed system meets the Attendant – Soft ConsoleFeature requirements below.



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Attendant - Soft ConsoleComply/Does Not Comply

Standard or Optional

Blind and Screened Transfer

Transfer to Extension, Cell, Home or VoicemailIP Mobility for telecommuters and mobile attendantsDifferent greetings/displays for DID's

Cancel/Set call forwarding for other stationsCancel/Set DND for other stations

Configurable Night Station and AnnouncementsCall ParkPark/JoinCall Hold

How many Attendant Soft Consoles can the proposed system accommodate?

MCPL will provide the Hardware for the Attendant – Soft Consoles. Provide the minimum computer requirements below.

Attendant - Soft Console RequirementsProcessorMemoryHard DriveOperating SystemWeb BrowserWeb ServerOther Requirements

7.0 Applications & Peripheral Systems

7.1 Email Integration



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Can the proposed system integrate with MCPL’s MS Exchange 2010 Email Server? If so, include the integration as part of the turnkey solution. If not, state so here and provide alternatives email view solutions.

Voice Mail – Presently we have an AVST Call Express system for voice mail. This will be replaced the newer proposed voice mail. We would like to be able to automate some of the manual call forwarding we do on a daily basis. For instance, our receptionist forwards our main line to the Circulation “renewals” line at 5:00 every day and then removes the forward every weekday morning. Voicemail, Greetings, Auto-Attendant, and Other Recorded MessagesFeature Req Desire State if

Optional or Standard

Auto-attendant with the ability to forward callers to reception, other extensions, ACD groups, voicemail, and other recorded announcements.

X

Auto-attendant with the ability for callers to dial extensions directly during the message.

X

Auto-attendant: Office staff should be able to easily modify the message as needed.

X

System greetings that follow date-based rules for night and holiday messages.

X

System greetings can be used at multiple sites (Main Library, Ellettsville Branch, and a possible third location)

X

System override for emergency messages: This message would override all date-based greeting rules until removed.

X

System override for emergency messages: Ideally, this message could be set up to expire so that we don’t have to manually remove it if we know ahead of time when the override should end.

X

System override for emergency messages needs to configurable remotely by calling the phone system.

X

System override for emergency messages applies to all locations.

X

Voicemail at all locations XVoicemail messages should be accessible remotely. XVoicemail messages should provide a date stamp at the beginning of messages.

X

Message waiting indication needs to work with phones at all locations.

X

The message waiting indicator should disappear after new messages have been listened to once.

X

Ability to record “Out of Office” greeting X



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Out of Office greeting does not overwrite the user’s standard mailbox greeting.

X? X?

Voicemail requires a password for access. XVisual voicemailReplacement option for recorded “all lines busy” messages that are currently stored on phone system voice cards and play when no one is immediately available to answer the call after a preset number of rings.

X

Easy ability to rerecord “all lines busy” messages. X“All lines busy” recordings that offer options for callers (leave message, forward to another line, etc.) just like the auto-attendant message.

X

Unified Messaging: Ability to receive an alert in email when a voicemail message is waiting in Exchange 2010.

X

Other Unified Messaging features X

7.2 Mobility Integrationo MCPL presently has limited Wi-Fi capabilities at MCPL Corporate utilizing two Cisco Airnet

Wireless Access Points.o The overwhelming trend in voice communications is towards wireless devices, particularly smart

phones. It is reasonable to expect that the MCPL will want increasing voice mobility over the next 2 years. o Provide local phone portability within certain departments using DECT or WiFi cells within the

department. Provide seamless fixed / mobile functionality so employees can seamlessly move from desk to cell phone and visa-versa.

o Require cell phone twinning capability. This is a future requiremento Require MS Lync UC Client integration on Smart-phone.

Mobility: Providing access to communication and information seamlessly for mobile personnel.

Capability Provided? Yes/No

Additional costs to provide (servers, licenses, professional services, etc.)

Cell Phone Twinning (see definition below)

Desired

Cordless/DECT Phones: Used to allow mobility for users in a common area or who are not always seated at desks

2 Desired



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Cell Phone Twinning is defined as the ability to ring a user’s desk phone and cell phone simultaneously, with unanswered calls going to the voice mail on the corporate telephone system. This feature must also allow the user to switch between the desk phone and cell phone seamlessly, without the caller being aware of the change. End users must be able to control the number that the desk phone is “twinned” to, the timing of the feature, and be able to activate and deactivate it.

7.3 Automatic Call Distribution (ACD) for Contact Center

ACD Group 1: Adult Fiction and Reference Services 812-349-3228Handled by Adult and Teen Services: 21 stations

4 phones in group are located at the public desk16 staff desk phones are in the group (including room 244).1 phone is located in the intern area.

Despite the number of phones in this large group, a much smaller number of phones are logged in at any given time. The four desk phones may all be logged if four people are actually stationed at the desk, and staff members working in back are able to log in to help out when they see their phone’s red light flashing for a while. So there is the possibility of a fifth or sixth person logging in, but I am not sure how often people in back answer the phone even if they have the ability to do so. There seems to only be one to three people in the back staff area at any given time. ACD Group 2: Checkout and Renewals 812-349-3090Handled by Circulation department: 14 phones in group 2.Regardless of where the phone is located (public desk, drive-up, supervisor desk, etc.), only one phone is ever logged in at once. Sometimes supervisors also answer as back-up. The person handling renewals calls is generally working on another task. Sometimes the person is working on items in the exceptions bin, evaluations items, or in an office if one of the supervisors is taking the calls. The number of phones and consistency of phone programming in Circulation allow the clerk who is scheduled to handle calls to sit in a number of locations and work on a variety of other things. Flexibility is key for this area. In both of the above groups, calls arrive at the phone that has been idle the longest whenever multiple users are logged into phones.

8.0Installation and Post Installation Services

8.1 Database DesignWhen creating the customer site database, SUPPLIER will submit the forms to MCPL to conduct endpoint reviews, otherwise referred to as “station reviews” with designated department personnel to receive input for



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customization. The database record must be maintained throughout the project in Excel format and include the following, at a minimum:

- Extension - IP address- First and Last Name- Building- Floor- Department- Function or Title- Name Display Data- Restriction Service Class- Service Feature Class

8.2 CutoverIt is the SUPPLIERS responsibility to write the proposed cutover plan and submit it to MCPL. Please describe your cutover plan here.

8.3 Training Please describe the training offered for the new system, whether or not there is an additional cost for it, and whether it occurs on-site, online, or both.

1. Please describe System Administrator training:

2. Please describe end-user training and/or “train the trainer”:

3. Other training, if applicable:

4. Phones are an essential communication tool for daily operations. Please describe strategies for end-user training that occurs before the actual implementation of the new system.

8.3.1 The MCPL will assign a project manager to this installation. This project manager (B. Grothe) will be the

main point of contact concerning all areas of the installation of this system. The MCPL project manager will be empowered to resolve disputes and make decisions about any changes to the implementation plan or technical aspects of the system. The MCPL project manager will be the liaison between the SUPPLIER and MCPL personnel... We also want to ensure that the supplier will work with us to make sure training is customized for our specific implementation of their system. So we wish for them to consult us and work with us even if they provide the training. It would also be great if the supplier can provide electronic copies of their materials so that we can add MCPL-specific information to them or reuse the images they’ve included.



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The vendor is also required to name a project manager. The vendor project manager must be empowered to make changes and decisions about the installation. The project manager must have the authority to resolve disputes, resource issues, or any scheduling difficulties. Project implementation meetings will be held regularly in order to ascertain project status and resolve any areas of misunderstanding that may occur. The project manager will be required to attend such meetings, (which may sometimes be conference calls) and provide updated plans and schedules. Written status reports that include completed items, planned activities and potential problems or delays will be required from vendor in order to keep all involved parties abreast of the installation.

All work must be conducted in a professional and orderly manner.

Work to be performed outside of normal business hours must be approved (by the MCPL) at least one day in advance of the work to be performed.

The selected vendor must run tests, provide configuration plans for VoIP QoS, and then retest after configurations have been implemented.Training must be comprehensive and cover all functions and procedures necessary for operation of the new system at the user and System Admin level. Training materials, such as instruction manuals, quick reference charts and cards, overlays and reference manuals must be supplied in the quantities associated with relevant Schedule A endpoints and systems and must become the property of MCPL.

8.4 System ManualsSUPPLIER is required to provide one full set of System Manuals, including copies of all User Guides, Installation and Maintenance Guides, Features and Specifications, Programming Manuals and Troubleshooting Help Guides as part of the turnkey solution.

8.5 Supplier Help Desk at CutoverSUPPLIER must provide an on-site Help Desk for MCPL just prior to, during and after cutover. The Help Desk must be manned during the entire cutover and for the first two full business days (8:00 am to 5:00 pm) of new service until System Acceptance and Service Handoff is complete.

8.6 Removal of Existing EndpointsSUPPLIER is to replace all existing telephone sets with the new endpoints associated with Exhibit 2. Removed sets will be placed at a location designated by MCPL. SUPPLIER is encouraged to propose options to MCPL on any alternative they have for recycling the old system whether that be through trade-in, resell in part or whole or donation to charitable causes.



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8.7 AcceptanceSUPPLIER is responsible for the system, as proposed, being installed to MCPL’s satisfaction. Prior to System Acceptance, SUPPLIER must complete the following:

Test all functions at each endpoint as programmed per the Approved database.Ensure all trunking and equipment is routed per MCPL’s Functional requirement and all local telephone company lines are Identified. Number and/or IP address for every station and trunk.

Provide MCPL with complete user instructions electronically used for training purposes. Provide a training log of all users who attended training classes. Ensure all peripheral system interfaces are tested and working properly. Ensure all system Auto Attendant and ACD announcements messages are recorded per the approved scripts.

8.8 Warranty CoverageSUPPLIER must have a maintenance office and technician in the county (or nearby) of MCPL’s facility.

Emergency response terms must be defined so that the SUPPLIER must dispatch and be on site within 2 hours of live notification if emergency condition cannot be corrected remotely. Failure of the SUPPLIER to respond to an emergency within the prescribed amount of time shall obligate the SUPPLIER to provide MCPL two (2 hours of non-repair related free labor for every hour beyond the two hour minimum requirement that it takes the SUPPLIER to respond.

Emergency conditions must include any trunk group outage in excess of 25%, any data group or endpoint outage in excess of 25%, any Attendant Console outage, any Executive Office endpoint outage, Voice Mail System Failure, ACD system failure or any other outage that severely impacts MCPL’s normal business operations.Non-emergency repair response terms must define that SUPPLIER must dispatch and be onsite within 48 hours. In all emergency conditions, SUPPLIER must log into the affected system remotely, if possible, within 30 minutes of notification. SUPPLIER must provide a one year warranty on all material and labor supplied with the proposed system.

8.9 Service MaintenanceProvide the contact information for MCPL’s local service office below.



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Service Contact Local no. Toll Free No. Fax No. Email

Customer Service Service Escalation Contact Local no. Mobile No. Fax No. Email

Service Mgr’s name

Describe your procedures for resolving trouble issues, including any on-line visibility to open service tickets, MAC orders, etc.

Provide service rates for work not covered by the warranty, such as Moves, Adds or Changes, here.

Service Labor Schedule Regular Rate Per Hour Overtime Rate Per Hour Holiday Rate Per Hour Trip Charge Training Rate Per Hour Remote Rate Per Hour Minimum Billing Charge - On Site Minimum Billing Charge - Remote

8.10 Service HandoffPrior to system acceptance, SUPPLIER must schedule a Service Handoff meeting to be conducted at MCPL’s facility with participation from MCPL’s Project Manager. The purpose of the meeting will be to transfer knowledge and responsibilities from the SUPPLIERS Project Manager.

9.0 Financials9.1 Equipment Schedule AThe Equipment Schedule is referred to as “Exhibit 2”. SUPPLIER must include all material components that will be included in the total turnkey system as part of this Exhibit 2 in the example format provided below or obviously



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use your own format. Below is an example of what we are looking for so we can decide if we certain items or not. Provide a cumulative total at the bottom for each cost column.

Exhibit 2 Part Number Description Quantity Unit Cost Total Cost

9.2 Labor Schedule BThe Labor Schedule is referred to as “Schedule B”. SUPPLIER must include a not too exceed estimate for all labor required to deliver a turnkey solution in the format provided below. Provide a sub total for the hours and cost columns at the bottom.Schedule B Labor Type Hours Unit Per Hour Total CostProject Management System Design & Database Programming Training Other Sub Total

9.3 Pricing Summary



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Provide a summary of all cost elements in the format provided below.Pricing Summary Material Total $Labor Total $Training Total $Shipping Total $Tax Total $Other $Contract Grand Total $

9.4 Payment Terms and Progress Payments

SUPPLIER agrees to the following payment terms:

15% upon Contract Execution (Deposit)30% upon delivery of all material40% upon Cutover15% upon System Acceptance

MCPL may withhold payment or any portion thereof, if:

Work is found defective and not remedied.

MCPL or another party is damaged by an act for which the SUPPLIER is responsible.

Reasonable evidence indicates that the work cannot be completed for the unpaid balance of the contract price.

SUPPLIER fails to carry out the work in accordance with the contract documents; or, SUPPLIER is not entitled to payment in the amount requested.

Progress payments do not indicate acceptance of any work not in accordance with the contract documents.



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9.5 Billing InformationSUPPLIER must send invoices to the following: Vanessa Schwegman.Each progress payment due, subsequent to the initial deposit payment, shall be invoiced separately in accordance with the payment schedule as listed above not later than the 5th of the month for payment by the 10th of the following month.

9.6 Post Warranty Maintenance Pricing Schedule D

SUPPLIER is to include maintenance pricing for years 2-5 as part of their proposal herein referred to as Schedule D.

Maintenance Coverage Year Cost24 x 7, all parts and labor 2 $24 x 7, all parts and labor 3 $24 x 7, all parts and labor 4 $24 x 7, all parts and labor 5 $

8 - 5, Monday through Friday, all parts and labor 2 $



8 - 5, Monday through Friday, all parts and labor 5 $Equipment Only 2 $Equipment Only 3 $Equipment Only 4 $Equipment Only 5 $

Provide a copy of your standard Maintenance Agreement, submitted as Exhibit 6

9.6 Purchase AgreementProvide a copy of the standard Purchase Agreement, submitted as Exhibit 7.



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ConclusionMCPL wishes to thank all participants who took the time to respond to this RFP and for wishing to do business with MCPL. It is MCPL’s intent to form a long lasting, mutually beneficial, business partnership with the selected SUPPLIER.

Summary of Exhibits

EXHIBIT 1 Standard Change Order Form Section 2.8EXHIBIT 2 Suppliers’ Customer References Section 3.7EXHIBIT 3 Proposed Network, Schematic Section 7.1EXHIBIT 4 Sample Installation Plan Section 9.1EXHIBIT 5 Supplier Recommendation for

Removal of Existing PBX andRelated Equipment Section 8.6

EXHIBIT 6 Standard Maintenance Agreement Section 9.5

EXHIBIT 7 Standard Purchase Agreement Section 9.6

______________________________________________________________________________

Request for Proposal November 6, 2013Hosted/Cloud Unified Communications and Collaboration Solution



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Please answer the following questions, only if you are proposing a hosted solution

1 Are you a broker for services, or is your model direct delivery?

2 If multiple Vendors are involved, will one have prime responsibility?

3 Which carriers have a physical presence in your data center?4 Describe any additional or complementary services you can provide as an extension to your CaaS service

5 Vendor has been an authorized distributor of the proposed cloud-based solutions for a minimum of six months and preferably one year or more. The Vendor must have full authorization and support from the manufacturer of the core solution.

6 Vendor must employ (have on direct payroll or contract) a minimum of two software engineers certified on the proposed core products.

7 Vendor is authorized to do business in Indiana and has, or will obtain, the necessary licenses, registration and permits.a. Service-Level Agreement

8 The Vendor must provide a Service Level Agreement (include with the proposal as an attachment) that addresses each of the following:

Latency

Packet delivery

Response time for repair

Alarm response

Definition of major and minor alarmsMonitoring for carrier local loop

Monitoring for any on-premises equipment

Security protection of Monroe County Public Library data

Frequency of software upgrades

Policy for software patches

9 State the Vendor’s guaranteed service response time for a:

Major alarm

Minor alarm

Standard service request

10 Describe maintenance/troubleshooting operations.

11 If there is an alarm at the Vendor’s site, how is Monroe County Public Library notified?



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12 What is the process for software upgrades, and how are customers notified? How is interruption of service avoided? Do you offer the flexibility for individual customers to stay on an older release if needed or desired?

13 What security measures will be taken to protect Monroe County Public Library data?

14 Describe the tools you use for deployment management.

15 How long does it take to deploy (both the initial services and subsequent additions or changes)?

16 How do you handle service requests? What types of online tools exist for reporting and tracking troubles, change requests, etc.?

17 How are moves, adds, changes, and deletes (MACDs) for end users handled? Do you provide an administrative interface for customer administrators to self-manage these? If so, describe the portal or other access tool that is available to customer/location administrators and/or end users to modify their services. Are there any charges associated with user-managed MACDs? What are the costs, if any, for MACDs that are completed by remote Vendor personnel?

18 For the network services, how is support and troubleshooting handled? Will you coordinate all service work? Do you have the means and knowledge to provide end-to-end testing?

19 What are the options and ability to add additional features and capabilities? What is the policy toward implementing the manufacturer’s upgrades? How do you decide when and if to upgrade or enhance the solution when the possibility exists? Do you allow or support any third-party enhancements to the solution?

20 What types of performance monitoring tools are included? Do you have direct access to those tools and reports? Can you get proactive notification of service events, alarms, and other exception events?

21 Are any other management tools provided, such as online access to billing, usage reports, etc.? Describe the portals available to obtain such information.

Use the following charts to provide pricing for the initial quote for initial sizing

Site One - Bloomington Quantity NotesLocal ISDN-PRI SpansLocal SIP sessions (simultaneous capacity)Local Analog Lines (carrier circuit)Analog ExtensionsBasic IP Phone – single endpoint per userAdvanced IP User (UC features) – one endpointAdvanced IP User – multiple devices / endpointsSoftphone (no set) users not in aboveOperator / Receptionist PositionsContact Center Agent (Sets and Licenses)Contact Center Supervisors (Licenses)



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Site Two - Ellettsville Quantity NotesPOTS LinesLocal SIP sessions (simultaneous capacity)Fax LinesBasic IP Phone – single endpoint per userAdvanced IP User (UC features) – one endpointSoftphone (no set) users not in above

Desired / Planned DeploymentThe following is the planned deployment phasing, including growth:

Year1 1111

Year2 Year 3 Year 4 Year 5 5Total number of users on system(s): 152 152 167 167 182

Number of locations on system(s): 2 2 2 3 3Number of users to be moved to hosted solution during the year shown: 0 15 0 15 0Number of locations to be moved to hosted solution during the year shown: 0 0 0 0 0Number of new users (not migrating): 0 0 0 0 0

Number of new locations (not migrating): 0 0 0 0 0Number of legacy systems that new hosted solution must interoperate with: 0 0 0 0 0

PricingPricing Table 1: List all one-time charges. Mark “N/A” or “Waived” where appropriate.

One-time Charges Qty. Item TotalCore Service OfferingData Center ProvisioningCarrier Circuit InstallationOn-site EquipmentSets (if purchased)Miscellaneous HardwareSoftware (such as SDK)Professional ServicesIntegration ComponentsThird-party Installation Fees



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Professional Services for Third-party VendorsOther (define):Sub-TotalSales Tax (where applicable)TOTAL



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Pricing Table 2: List all recurring monthly charges. Mark “N/A” where appropriate.

Recurring Charges: Monthly service fees TotalCore Service OfferingAnnual maintenance on Purchased EquipmentPer user fees - basic userPer user fees - advanced userPer call center agent feePer call center supervisor feePer videoconferencing Virtual Meeting Room feeMobility or remote user feesCarrier circuits (MPLS, T1, etc.)Trunk ports or SIP sessionsToll-free numbersDID numbersGateways and other hardwareSets (if leased)Software applicationsStorage FeesThird-party integration feesOther (Define):Sub-Total, fixed recurring chargesExcise tax, FCC fees, etc.Sales Tax (where applicable)TOTAL

Pricing Table 3: List all usage based charges, along with rates.

Usage Based Charges $$ RateMoves, Adds, Changes, DeletesLong Distance CostsOther (specify):

Additional Pricing OptionsProvide below any pricing options, special offers, financing, promotions, or MJPA or e-rate discounts, or for trading-in any legacy equipment not otherwise described within the RFP response.


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