REQUEST FOR PROPOSAL FOR VoIP TELEPHONE … · REQUEST FOR PROPOSAL FOR ... 6.0 Technical...

REQUEST FOR PROPOSAL

FOR

VoIP TELEPHONE SYSTEM

FOR THE ORION TOWNSHIP PUBLIC LIBRARY

March 2018

Steve Saunders, Head of Information Technology Orion Township Public Library

825 Joslyn Road Lake Orion, MI 48362

RESPONSES DUE: MONDAY, APRIL 9, 4:00 P.M. AT THE ABOVE ADDRESS

Orion Township Public Library Request for Proposal VoIP Telephone System

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Table of Contents

1.0 Introduction 1.1 Confidentiality statement 1.2 System overview 2.0 Terms and conditions 2.1 Exhibits 2.2 Pre-bid Meeting 2.3 Submission 2.4 Evaluation criteria 2.5 Schedule of events 2.6 Award 2.7 Materials 2.8 Installation 2.9 Damages 2.10 Equipment list 2.11 Changes to the specifications 3.0 PROVIDER information 3.1 PROVIDER overview 3.2 Operations structure 3.3 Relationship to manufacturer 3.4 Corporate contact information 3.5 PROVIDER questionnaire 3.6 PROVIDER references

4.0 Scope of work 4.1 Work included 4.2 Telephone equipment room 5.0 System configuration 5.1 Network providers 5.2 End point requirements 6.0 Technical specifications 6.1 Capacity 6.2 LAN/WAN infrastructure 6.3 Mandatory software requirements 6.4 Enhanced 911 services support 6.5 Operating system 6.6 System functionality and features 6.7 VoIP wired phone features


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Table of Contents

7.0 Applications & peripheral systems 7.1 Voicemail, Auto-Attendant, and other recorded messages 7.2 Automatic Call Distribution (ACD) 8.0 Installation and post-installation services 8.1 Cutover 8.2 Training 8.3 System manuals 8.4 PROVIDER help desk at cutover 8.5 Removal of existing endpoints 8.6 Acceptance 8.7 Warranty coverage 8.8 Maintenance response 8.9 Service maintenance 8.10 Service handoff 9.0 Financials 9.1 Equipment Schedule A 9.2 Pricing summary 9.3 Payment terms 9.4 Billing information 9.5 Post-warranty maintenance pricing Schedule B 9.6 Purchase agreement


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1.0 Introduction The Orion Township Public Library (OTPL) 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 our current analog/digital system with a new model as well as replace our desktop phones. We wish to keep the dial plan the same, including existing internal extensions. The installation address will be:

LOCATION MAIN NUMBER

WIRED PHONES

FAX LINES

ADDRESS CITY, STATE, ZIP

Orion Township Public Library http://orionlibrary.org

248-693-3000 40 1 825 Joslyn

Lake Orion, MI 48362

1.1 Confidentiality statement The information contained in this RFP is considered confidential by OTPL 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 OTPL. 1.2 System overview The Orion Township Public Library is seeking a premise-based VoIP solution to replace our current existing analog/digital system. We are also seeking to replace (39) desktop phones and (1) conference phone. OTPL currently has an Avaya phone system with Avaya phones.


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2.0 Terms and instructions This section provides general instructions and information related to this RFP and the selection process. PROVIDER’S proposal shall remain valid for a period of 90 days after the date the proposal is due. 2.1 Exhibits PROVIDER 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 Pre-bid Meeting There will be a mandatory pre-bid meeting at Orion Township Public Library for question submittal on Monday, March 26 from 10:00 - 12:00pm. Any questions submitted outside this timeframe will not be addressed. Please refer to section 2.5 Schedule of Events for timeline events. Answers will be emailed to vendors on Wednesday, March 28 by 4:00pm. 2.3 Submission Please answer all requirements with a “Comply” or “Does Not Comply” response. If a requirement partially complies, please indicate such and provide an explanation. If you would like a Microsoft Word version of this document, please email Steve Saunders, [email protected]. OTPL requires all submissions in sealed, printed format. RFP bid response should be delivered to: Orion Township Public Library Attention: Steve Saunders 825 Joslyn Road Lake Orion, MI 48362 Responses must be received by Monday, April 9 at 4:00pm. Proposals delivered after the due date and time will not be given consideration.


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

Conformity to specifications

Reliability

Product performance and migration track record

Cost

Manufacturer support

Track record with similar scale projects

References

Technical capability

Annual licensing or software fees 2.5 Schedule of events Sealed, printed copies of your proposal must be received by Monday, April 9 at 4:00pm. Proposals delivered after the due date and time will not be given consideration.

RFP release Friday, March 16

Pre-bid meeting (mandatory) Monday, March 26 | 10:00 – 12:00pm

Answers to vendor submitted questions posted

Wednesday, March 28 | 4:00pm

RFP submission deadline Monday, April 9 | 4:00pm

Bid Opening at OTPL Monday, April 9 | 4:00pm

Proposal evaluation begins Tuesday, April 10

Finalists chosen Friday, April 13

Presentations by finalists Monday, April 16 – Friday, April 27

PROVIDER notification of award Friday, May 18

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


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2.6 Award OTPL 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 OTPL. A sample Provider Agreement is attached. Please state you have reviewed the attached Provider agreement and:

A. ______ Accept Provisions B. ______ Please identify provisions you wish to discuss

2.7 Materials 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 PROVIDER such portion of any shipment which may be defective or fail to comply with the specifications here, and without validating and invalidating the remainder of the material. 2.8 Installation Installation 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 PROVIDER shall completely remove from the premises all packing, crates and other litter accumulated due to installation work. 2.9 Damages The PROVIDER shall be responsible for the cost of repairing any damage caused by the PROVIDER during installation. 2.10 Equipment list The PROVIDER must provide the product description and model numbers for all equipment proposed as part of Schedule A at the end of this proposal. 2.11 Changes to the specifications OTPL 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 PROVIDER or the validity of the PROVIDER’s bonds.


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3.0 PROVIDER information 3.1 PROVIDER overview Provide 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. 3.2 Operations structure Describe your local Operations structure. Include here an escalation path for both Installation and Post-Installation Service teams. Describe your national service structure, if applicable. 3.3 Relationship to manufacturer Describe your business relationship with the proposed products manufacturer (e.g. distributor, branch office, subsidiary, common parent) and how long the relationship has existed. 3.4 Corporate contact information Provide 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. 3.5 PROVIDER questionnaire State the system make and model proposed.

State the system software release.

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.

What are your response times for service calls?

What is the escalation procedure for service calls?


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3.6 PROVIDER references OTPL intends to check all references. Please provide the following: a minimum of three (3) PROVIDER customer references who are currently using the system proposed submitted as Exhibit 1 at the end of this proposal.


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4.0 Scope of work The 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 OTPL 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 PROVIDER’s ability to provide responsive support throughout the life of the system. 4.1 Work included The principal items of work shall include, but not be limited to, the following: Furnishing and installing a turnkey premised-based VOIP 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 SIP provider and coordinating the installation of all required facilities. The PROVIDER 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 PROVIDER. The warranty will cover the PROVIDER supplied parts, labor, travel and miscellaneous costs. The warranty period will commence the day following the date of System Acceptance. If the system fails to completely perform in accordance with this RFP and the contract documents, PROVIDER 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 room The main telephone equipment room is located at the Orion Township Public Library at 825 Joslyn, Lake Orion, MI 48362.


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5.0 System configuration The proposed system must support the following system configuration.

Provisioned for at least (12) SIP paths

Include SBC security firewall

Support (20) Direct Dial Numbers

5.1 Network providers OTPL currently utilizes Unified Communications as its PRI service provider, and AT&T and Merit for fiber Internet service. We will be transitioning from PRI to a SIP trunk. 5.2 End point requirements Refer to the table below for end point requirements. End point requirements Quantity

IP wired telephones 39

Digital VOIP conference phone 1


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6.0 Technical specifications 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 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, PROVIDER shall so inform OTPL and identify all known enhancements, upgrades or new product offerings to be included in the proposed model. System must be an unsupervised, premise-based. 6.1 Capacity State 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 system. Can networked systems share resources and centralized applications? 6.2 LAN/WAN infrastructure Our current network infrastructure is composed of Cisco Catalyst 2960-X POE switches and Open-Mesh MR1750 APs. Our APs support 802.11 a, b, g, n and ac. Describe the minimum IP switch and router requirements the proposed solution requires and any recommendations you propose. 6.3 Mandatory software requirements Describe any mandatory software requirements of the proposed system required to meet the total requirements of this specification including any Applications Database software and desktop software. 6.4 Enhanced 911 services support The PROVIDER is required to provide the capability to transmit the station number originating the emergency calls to the Emergency Center location outside the property. Successful vendor must comply with the State of Michigan multi-line Telephone System guidelines dated October 2015. Is E911 service 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 system’s ability to trace and record malicious calls, if available.

https://www.michigan.gov/documents/msp/FINAL_MLTS_Guidelines_503991_7.pdf


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

6.6 System functionality and features

Feature Required Desired State if standard or optional

Ability for library to utilize the new phone system while retaining their existing dial plan.

X

Automatic Call Distributor (ACD) and hunt groups to distribute calls to multiple phones.

X

Ability to “log in” and “log out” of ACD calling groups. X

Ability to be logged in to multiple ACD calling groups at one time.

X

DAY and NIGHT modes or equivalent, both featuring unique messages via the Auto-Attendant.

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

Phone system time updated automatically and adjusts with Daylight Savings Time.

X

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

X

Call history and statistics accessible through management console.

X

Ability to administer the system and all its locations remotely: Phone system settings are accessible off-site. This includes the recording of Auto Attendant messages.

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

Enhanced 911 (e911). X

Each extension has its own voice mail. X

Caller ID. X

All outgoing calls appear as Orion Township Public Library’s main phone number (248-693-3000).

X

Ability to integrate with existing paging/intercom system. X


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Conferencing capability. X

Ability to play music or recorded messages for customers on hold.

X

Automatically play multiple closing messages at designated times over the OTPL paging system.

X

Ability to receive an alert in email when a voicemail message is waiting.

X

Unified Communications (UC) with desktop and mobile applications.

X

Integrated fax services (sending faxes from computer software).

X

Integration with Security Corp security system. X

Integration with fax capability on networked copier. X

Integration with (2) door buzzers that communicate to phone system group.

X

Ability to redial without dialing 9 + 1. X

6.7 VoIP wired phone features OTPL is requesting 40 wired IP phones, 3 sidecars for more contacts, and 5 headsets. Provide feature and design information on the proposed wired IP telephone sets below.

Wired phone features Availability

Name/model of phone being proposed

Number of fixed or virtual function keys

Number of programmable line and/or feature keys

Fixed or virtual function key: Hold

Fixed or virtual function key: Transfer

Fixed or virtual function key: Conference

Fixed or virtual function key: Redial

Fixed or virtual function key: Recall

Fixed or virtual function key: Speaker on/off

Fixed or virtual function key: Microphone

Adjustable LCD display

Backlist display compatible

Brightness/contrast control

Full duplex speakerphone

Ring volume control

Headset compatible

Power over Ethernet provided at switch

Message waiting indicator

Ability to wall-mounted


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7.0 Applications & peripheral systems 7.1 Voicemail, Auto-Attendant, and other recorded messages Feature Required Desired State if standard

or optional

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

X

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

X

Office staff can easily modify Auto-Attendant messages as needed, on and off-site.

X

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

X

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

X

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

X

Voicemail messages should be accessible remotely.

X

Voicemail messages should provide a date stamp at the beginning of messages.

X

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

X

Ability to record “Out of office” greeting that does not overwrite the user’s standard mailbox greeting.

X

Voicemail requires a password for access. X

Replacement 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 re-record “All lines busy” messages.

X

“All lines busy” recordings that offer options for callers (leave message, forward to another line, etc.)

X

Ability to access voicemail messages from email.

X

Ability to send voicemail messages to another phone (including personal cell phones).

X


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7.2 Automatic Call Distribution (ACD) Proposed system must have the ability to add additional ACD groups as necessary. Each group is associated with 2-10 wired phones that are located at public service and staff desks. These phones are always logged in to the ACD group during open hours. Each group will also have 2-10 staff members logged in at any time during open hours, via their wired. Staff members may also need to be logged in to multiple ACD groups at one time.


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8.0 Installation and post-installation services All work must be conducted in a professional and orderly manner. Work to be performed outside of normal business hours must be approved 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. Print and electronic copies of “as built” drawings are required. 8.1 Cutover It is the PROVIDERS’s responsibility to write the proposed cutover plan and submit it to OTPL. Please describe your cutover plan here, including expected phone system downtime. Cutover must take place when the library is closed. OTPL’s business hours are: Monday-Thursday, 9:30am-9:00pm; Friday-Saturday, 9:30am-5:00pm. 8.2 Training 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 OTPL. 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. Please describe other training, if applicable.

8.3 System manuals PROVIDER 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. 8.4 PROVIDER help desk at cutover PROVIDER must provide Help Desk support for OTPL 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.


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8.5 Removal of existing endpoints PROVIDER is to replace all existing telephone sets with new endpoints associated with Schedule A. Removed sets will be placed at a location designated by OTPL. 8.6 Acceptance PROVIDER is responsible for the system, as proposed, being installed to OTPL’s satisfaction. Prior to system acceptance, PROVIDER must complete the following:

Test all functions at each endpoint.

Properly label all equipment and connections.

Provide OTPL with complete electronic user instructions for training purposes.

Ensure all system Auto-Attendant and ACD announcement messages are recorded per the approved scripts.

8.7 Warranty coverage The PROVIDER 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 PROVIDER. The warranty will cover the PROVIDER supplied parts, labor, travel and miscellaneous costs. The warranty period will commence the day following the date of System Acceptance. 8.8 Maintenance response PROVIDER must have a maintenance office and technician in the county (or nearby) of OTPL’s facility. Emergency response terms must be defined so that the PROVIDER must dispatch and be on-site within 2 hours of live notification if emergency condition cannot be corrected remotely. In all emergency conditions, PROVIDER must log into the affected system, if possible, within 30 minutes of notification. Emergency conditions must include any data group of endpoint outage in excess of 25%, Voice mail system failure, ACD system failure, or any outage that severely impacts OTPL’s normal business operations. Non-emergency repair response terms must require that PROVIDER must dispatch and be onsite within 48 hours.


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8.9 Service maintenance Describe your procedures for resolving trouble issues, including any online visibility to open service tickets, etc. Provide service rates for work not covered by warranty or maintenance contract, such as Moves, Adds, or Changes, here. 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 handoff Prior to system acceptance, PROVIDER must schedule a Service Handoff meeting to be conducted at OTPL’s facility. The purpose of the meeting will be to transfer knowledge and responsibilities from the PROVIDER’s project manager to the library’s representative.


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9.0 Financials 9.1 Equipment Schedule A The Equipment Schedule is referred to as “Schedule A.” PROVIDER must include all material components that will be included in the total turnkey system as part of this Schedule A. Below is an example of what we are looking for. Provide a cumulative total at the bottom for each cost column.

Part number Description Quantity Unit cost Total cost

9.2 Pricing summary Provide a summary of all cost elements in the format provided below. Material total $

Labor total $

Training total (if not included) $

Shipping total $ Tax total $

Cost for performance and labor & materials payment bond

$

Other $

Contract grand total $

9.3 Payment terms Payment terms are negotiable. PROVIDER will be required to sign the Orion Township Public Library’s Provider Agreement (copy will be attached with this RFP). OTPL may withhold payment or any portion thereof, if:

Work is found defective and not remedied.

OTPL or another party is damaged by an act for which the PROVIDER is responsible.

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

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

9.4 Billing information PROVIDER must send invoices to the following: Margie Wood, 825 Joslyn, Lake Orion, MI, 48362. Contact information: (248) 693-3000 x 324, [email protected]


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9.5 Post-warranty maintenance pricing Schedule B PROVIDER is to include maintenance pricing for years 2-5 as part of their proposal herein referred to as Schedule B. Please provide a copy of your standard Maintenance Agreement, submitted as Exhibit 2. Year Cost

2 $

3 $

4 $

5 $

9.6 Purchase Agreement Provide a copy of the standard Purchase Agreement, submitted as Exhibit 3. OTPL has attached a copy of our Provider Agreement to this RFP.


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Conclusion OTPL wishes to thank all participants who took the time to respond to this RFP and for wishing to do business with OTPL. It is OTPL’s intent to form a long-lasting, mutually beneficial business partnership with the selected PROVIDER. Summary of Exhibits Exhibit 1 PROVIDERS customer references Section 3.6 Exhibit 2 Standard maintenance agreement Section 9.5 Exhibit 3 Standard purchase agreement Section 9.6

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