Town of Clayton Request for Proposal for VoIP System

IT-2022-01

Contact: Shaun Mizell Tel: 919-359-9343

Due Date: August 4, 2021 2pm

Table of Contents

1. BACKGROUND & REQUIREMENTS ...................................................................................................................... 1

COMPANY INFORMATION ................................................................................................................................................. 1 RFP OBJECTIVES ............................................................................................................................................................ 1 CURRENT BUSINESS ENVIRONMENT ................................................................................................................................... 1 INSTRUCTIONS AND EXPECTATIONS FOR BIDDERS .................................................................................................................. 5 GENERAL SPECIFIC TERMS AND CONDITIONS ....................................................................................................................... 7

2. BIDDER INFORMATION .............................................................................................................................. 111

CORPORATE INFORMATION .......................................................................................................................................... 111 CORPORATE REFERENCES ............................................................................................................................................. 111

3. COMMUNICATIONS SYSTEM ..................................................................................................................... 122

SOLUTION OVERVIEW ................................................................................................................................................. 122 RELIABILITY & AVAILABILITY ......................................................................................................................................... 133 SURVIVABILITY OPTIONS .............................................................................................................................................. 144 E-911 SUPPORT ........................................................................................................................................................ 144

4. VIRTUALIZATION ....................................................................................................................................... 155

DATA CENTER ENVIRONMENT ....................................................................................................................................... 155

5. UNIFIED COMMUNICATIONS ....................................................................................................................... 17

UNIFIED COMMUNICATIONS SOLUTION ............................................................................................................................ 17 PRESENCE ................................................................................................................................................................. 188 INSTANT MESSAGING ........................................................................................................ ERROR! BOOKMARK NOT DEFINED.

6. MOBILITY .................................................................................................................................................... 20

MOBILITY SOLUTION ..................................................................................................................................................... 20 IN-OFFICE MOBILITY ..................................................................................................................................................... 20 WIDE AREA MOBILITY ................................................................................................................................................... 21 TELEWORKING ............................................................................................................................................................. 21

7. UNIFIED MESSAGING ................................................................................................................................... 23

UNIFIED MESSAGING SOLUTION ...................................................................................................................................... 23

8. CONFERENCING & COLLABORATION ........................................................................................................... 24

AUDIO AND WEB CONFERENCING ................................................................................................................................... 24

9. ENTERPRISE MANAGEMENT ........................................................................................................................ 26

ENTERPRISE MANAGEMENT SOLUTION ............................................................................................................................. 26

10. CONTACT CENTER .................................................................................................................................... 28

CONTACT CENTER GENERAL ........................................................................................................................................... 28 AUTOMATIC CALL DISTRIBUTION ..................................................................................................................................... 28 INTEGRATION WITH COMPUTER TELEPHONY INTEGRATION (CTI) ........................................................................................... 33 CALL CONTROL/CALL ROUTING ....................................................................................................................................... 34 ADMINISTRATION ......................................................................................................................................................... 35 MULTIMEDIA/BLENDED CONTACT CENTER ........................................................................................................................ 35 SOFT CLIENT................................................................................................................................................................ 36 QUALITY MONITORING.................................................................................................................................................. 36

WORKFORCE MANAGEMENT .......................................................................................................................................... 37 OUTBOUND PREVIEW DIALING ....................................................................................................................................... 37 SCALABILITY ................................................................................................................................................................ 38 BUSINESS CONTINUITY .................................................................................................................................................. 39 DEPLOYMENT AND HARDWARE REQUIREMENTS ................................................................................................................. 39

11. SECURITY ................................................................................................................................................. 40

AUTHENTICATION ......................................................................................................................................................... 40 CONFIDENTIALITY AND PRIVACY ...................................................................................................................................... 40

12. END-CLIENT IP DEVICES ........................................................................................................................... 41

OVERVIEW .................................................................................................................................................................. 41 DESKTOP IP TELEPHONES ............................................................................................................................................... 41 DESKTOP IP ACCESSORIES .............................................................................................................................................. 42 WIRELESS DEVICES ....................................................................................................................................................... 42

13. SERVICES & SUPPORT .............................................................................................................................. 43

GENERAL .................................................................................................................................................................... 43 WARRANTY/SUPPORT/MAINTENANCE ............................................................................................................................. 44 TRAINING ................................................................................................................................................................... 44 END USER TRAINING ..................................................................................................................................................... 45

14. PRICING ................................................................................................................................................... 46

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1. BACKGROUND & REQUIREMENTS

Town of Clayton Information

RFP Objectives

Town of Clayton wishes to receive proposals for an entirely new VoIP system and is evaluating fully hosted (Vendor Datacenter) or local/collocated options. We will evaluate both options to decide on the best solution for our needs. For hosting, the main voice system/application and the voice messaging system/application should be in a cloud environment within data center geographically located within the continental United States. In addition, the data center should be, at a minimum, a Tier 3 data center guaranteeing a 99.982% availability and be SSAE certified. For local or collocation, Town of Clayton will either collocate hardware with partner vendor or house onsite in secured facility within its network.

Current Business Environment The Town has around 230 devices/phones in Call Manager, 136 of those phones are tied to a specific user and voicemail. The Town of Clayton is structured into 16 Departments:

1. Water/Sewer 2. Utilities and Billing 3. Electric 4. Library 5. Cultural Arts 6. Finance 7. Administration 8. Fire 9. Engineering 10. Public Services 11. Town Clerk 12. Economic Development 13. Property Maintenance 14. Communications / PIO 15. Police Department 16. Human Resources

Below is the user count for the organization* *At this time, please quote only for 230 users. Below provides a high-level summary of the technology used at Town of Clayton

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• Cisco Phones 7942 and 7970 • Managed IT Provider: VC3 • Office 365 • Active Directory • Business Critical Applications: Cityworks for Workorders, New World ERP for Finance • Local VMware virtual environment using ESXi • Dedicated Server room in Police Department • Servers hosted with VC3 • Mixture of POE Cisco and HP switches. • ISP provider Spectrum

Current Phone Environment The Town of Clayton utilizes an on premise-based Cisco Voice Over IP (VOIP) phone systems for phone, call routing, auto attendant, and voice mail services. Clayton utilizes Cisco Unified Communication Manager, Unity Voicemail system and Cisco UCCX Call Center. The system allows for 24 or 23 channels which equates to 48 or 46 simultaneous phone calls. The system was originally purchased and installed in the mid-2000s and upgrades were made in 2014. Recently SIP capabilities were added to the network. Clayton currently has Cisco Smartnet support which allows for technical support, patching, and replacement of components of the phone and network components that comprise the phone system. The solution is aging and near end of life. The Town of Clayton would like to upgrade the phone solution with a state of art solution that will not only provide current capabilities but will enhance or add additional functionality to improve workflow and user experience. The Town of Clayton uses a Managed Service Provider to manage and support its Information Technology needs. The MSP, VC3 currently manages and currently supports the Cisco phone solution. The technology components of the phone solution are located in an IT data server room housed in the Police Department. There is a failover solution located at the Firestation1 The Network is composed of a mixture of HP and Cisco POE switches. All other technology is housed at the Data Center owned and managed by VC3. Changes made on the network will need to be coordinated with vendor.

Device Installed Model Number Vendor Location

Switch 3/1/2016 HP 2920 HP/Aruba Town Hall Switch 10/29/2020 HP 2920 HP/Aruba Town Hall Switch 8/22/2018 HP 2920 HP/Aruba Town Hall Switch 3/1/2016 HP 2920 HP/Aruba Fire Station 1

Switch 1/13/2017 HP2530-8-POE+ HP/Aruba Fire station 2

Switch 1/31/2020 Aruba 2920 48G port HP/Aruba Town Hall

Switch 3/21/2016 HP 2920 HP/Aruba Library Switch 7/20/2016 MR220-8 Meraki Fire Station 2 Switch 7/20/2016 MS220-8 Meraki Town Hall Switch 2/1/2016 HP 2920 HP/Aruba Ops Switch 6/7/2019 HP 2920 HP/Aruba Ops Switch 2/1/2016 HP 2920 HP/Aruba Ops

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Switch 3/1/2017 HP 2920s HP/Aruba PD Switch 3/1/2017 HP 2920s HP/Aruba PD Switch 3/1/2017 HP 3560 HP/Aruba PD Switch 3/1/2021 HP 2920 HP/Aruba Town Hall Switch 4/1/2016 HP 2920 HP/Aruba Rec Center Switch 3/1/2021 HP 2920 HP/Aruba Town Hall Switch 2/16/2021 HP 2920 HP/Aruba Town Hall CUCM-ESX Host 7/10/2014 UCS 6000 Cisco PD Switch 4/1/2019 HP 2920 HP/Aruba Town Hall Switch 12/1/2015 2960C Cisco Fire Station 1 CUCM-ESX Host 7/10/2014 UCS 6000 Cisco Fire Station 1

Switch 1/30/2020 EX2300 Juniper Networks Chamber of Commerce

The Town of Clayton is currently planning to make changes to the carriers to improve performance and add redundancy to internet connections. Selected phone vendor will need to provide recommendations to support solution. The below table shows ISP connections

Address Name Carrier Circuit Bandwidth Use 111 E 2nd St Town Hall Spectrum FIA 50MB bidirectional Private Internet - Non-Citrix 653 NC Hwy 42 W Operations Center Spectrum FIA 100MB Bidirectional All NON-Citrix traffic 653 NC Hwy 42 W Operations Center Spectrum EP-LAN 50 Mbps Bidirectional Citrix/SIP Traffic for Ops Only

715 Amelia Church Rd Clayton Community Center Spectrum EP-LAN 10 Mbps Bidirectional All traffic

111 E 2nd St Town Hall Spectrum Business Class Cable Internet 60 x 5 MPbs Public Internet

111 E 2nd St Town Hall Spectrum Fiber Point to Point 100MB Bidirectional Point to Point to VC3 DC

There are three topologies in use to interconnect the above locations. Several sites are connected via Metro-Ethernet Service provided by Spectrum, several sites are interconnected via dark fiber, and one site is connected via wireless bridge.

• Metro-E o TH, Ops, WWTP, CCC, FS2 are connected via Metro-E. TH is the aggregate point for all sites.

There is another Point to Point connection from TH to VC3’s data center in Columbia

• Dark Fiber o TH, PD, FS1, Lib are connected via aerial, single-mode, fiber that was run by the town many

years ago. LIB is connected to TH via 1 1GB link FS1 is connected to TH via 1 1GB link LEC is connected to TH via 2 1GB links

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• Wireless Bridge o FS2 is connected to PD via an Ubiquiti Wireless Bridge. The connection runs from the FS2

water tank to the roof of PD. The average speed is 90Mbps.

Requirements

The proposed solution should have the following capabilities: • Caller ID • Ability to direct dial or transfer within organization using extensions • 5 Party conference calling is highly desired • Roll over calls to next available user in group or department • Directory and call tree capability • Ability to auto route calls depending on time of day • Need the ability to pull reports and view call metrics for commonly used KPI’s • Ability to easily change/modify users based on turnover, moves, etc.) • Voicemail emailed to users • IVR capabilities • Ability to for callers to review and pay bills for Utility Services within IVR

o Newworld ERP application with SQL backend. • Ability to record calls • Mobile app for select number of users • Softphone for laptops/computer • Requirement for E911 • Ability to support 4 Conference room phones • 9 lines Fax to email

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Project Scope

The proposed solution must meet the previous listed requirements and provide the following information: a) High-level strategy including high-level requirements b) Number portability c) IP network assessment d) Areas or country focus e) Carrier relationship to execute solution f) Design for growth and future applications g) Detailed project and implementation plan h) Resiliency/back-up process i) Timeline for completion

Instructions and Expectations for Bidders Anticipated Schedule: Timeline Schedule

Issue RFP July 19, 2021

Deadline for written questions and clarifications on RFP

July 26, 2021 (4:00 pm EST)

Town of Clayton issues any addenda on Questions and Clarifications July 29, 2021

Deadline for submission of Proposals

August 4th, 2021 (2:00 pm EST))

Notify shortlisted for interviews Week of August 9th

Interviews Week of August 16th

Award Contract

TBD

Official time will be Eastern Standard Time (EST [UTC-5]) as kept by the National Institute of Standards & Technology: https://time.gov/

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Proposal Questions and Answers: Upon review of the RFP documents, Vendors may have questions to clarify or interpret the RFP in order to submit the best proposal possible. To accommodate the Proposal Questions process, Vendors shall submit any such questions by the above due date. The Town will not entertain any further questions after the due date. Written questions shall be emailed to.smizell@townofclaytonnc.org by the date and time specified above. Vendors should enter “RFP IT-2022-01: Questions” as the subject for the email. Questions received prior to the submission deadline date, the Town’s response, will be posted in the form of an addendum to the Town website, https://www.townofclaytonnc.org/Finance/bidding-opportunies.aspx , and shall become an Addendum to this RFP. No information, instruction or advice provided orally or informally by any Town personnel, whether made in response to a question or otherwise in connection with this RFP, shall be considered authoritative or binding. Vendors shall rely only on written material contained in an Addendum to this RFP Proposal Submission Requirements: Proposers must submit one (1) signed original and one (1) electronic version of the signed proposal. The electronic version of the Proposal must be submitted as a viewable and printable Adobe Portable Document File (PDF) on USB Flash Drive. Proposals must be enclosed in a sealed envelope or package and clearly marked: (Request for Proposal Title). Both hard copy and electronic versions must be received by the Town on or before 2:00 PM EST on August 4, 2021. Deliver proposals to the following mailing / physical address:

Attention: Shaun Mizell Physical Address

111 East 2nd Street (Front Desk in Lobby) Clayton, NC 27520

Mailing Address PO Box 879

Clayton, NC 27528

All Vendors are urged to take the possibility of delay into account when submitting a proposal. Attempts to submit a proposal via facsimile (FAX) machine, telephone, or, including but not limited to email, in response to this RFP shall NOT be accepted. Proposals received after the “RFP Due” deadline above will not be considered and will be returned unopened to the return address on the submission envelope. The outside of the submittal package must be clearly marked with the RFP number and the Title. The Town reserves the right to reject any or all proposals for any reason and to waive any informality it deems in its best interest. Any requirements in the RFP that cannot be met must be indicated in the proposal. Proposers must respond to the entire Request for Proposals (RFP). Any proposals received by the Town that are incomplete in their responses will be immediately disqualified. Evaluation: Town staff members will review the proposals based on the criteria and will create a short list of vendors to present a demonstration to Town staff dates noted in the schedule above. This request for proposals does not commit the Town to award a contract or enter into an agreement, or to pay costs incurred in the preparation of a response to this invitation, or to procure a contract. The Town reserves the right to reject any or all submittals received as a result of this RFP.

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Minority Women Business Enterprises: The Town invites and encourages participation in this procurement process by minority women business enterprises (MWBE) in accordance with North Carolina General Statute 143-129.

Diversity and Inclusion: The Town encourages vendors to have a diverse and inclusive project team involved in all aspects of this project.

Rights to Submitted Materials: All proposals, responses, inquiries, or correspondence relating to or in reference to this RFP, and all reports, charts, and other documentation submitted by Proposers (other than materials submitted as and qualifying as trade secrets under North Carolina law) shall become the property of the Town when received and the entire proposal shall be subject to the public records laws of the State of North Carolina except where a proper trade secrets exception has been made by the Proposer in accordance with the procedures allowed by North Carolina law.

The Town reserves the right to retain all proposals submitted and to use any ideas in a proposal regardless of whether that proposal is selected. Submission of a proposal indicates acceptance by the Proposer of the conditions contained in this Request for Proposal.

Terms and Conditions Non-discrimination To the extent permitted by North Carolina law, the parties hereto for themselves, their agents, officials, employees and servants agree not to discriminate in any manner on the basis of race, color, creed, national origin, sex, age, handicap, or sexual orientation with reference to the subject matter of this Contract. Minority or Women Owned Business Enterprise Pursuant to General Statues of North Carolina Section 143-128 and 143-131 and to Town policy, the Town of Clayton encourages and provides equal opportunity for Certified Minority and Woman-Owned Business Enterprise (MWBE) businesses to participate in all aspects of the Town’s contracting and procurement programs to include – Professional Services; Services; and Construction. Assignment This Contract may not be assigned without the express written consent of the Town. Applicable Law This Contract shall be construed and enforced in accordance with the Laws of the State of North Carolina, excluding only its conflicts of law principles. Indemnity Contractor agrees to indemnify, hold, and save harmless the Town from and against any and all losses, claims, damages, costs, lawsuits, judgments, settlements and expenses, including attorneys’ fees and paraprofessionals’ fees (collectively “Liability”) arising out of or alleged to have arisen out of any of the following, provided that the fault of Contractor or any party for which Contractor is responsible is a proximate cause of such Liability:

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Breach of contract, negligence, alleged breach of contract or negligence by Contractor. If any third party shall make any claim against the Town arising out of or relating to the Work of Contractor, in whole or in part, then Contractor shall similarly defend and hold the Town harmless against such claims, even if they be false or fraudulent;

Bodily injury to any persons, including death, or damage to any property, whether owned, leased, or used by the Town, Contractor, or others, including, without limitation, loss of use or services, occurring in or arising out of or in connection with the Work. Provided, however, this provision shall not be construed so as to have the effect of indemnifying and holding harmless the Town from and against such losses, damages, costs, claims, lawsuits, judgments, settlements, and expenses which shall arise out of the negligent acts or omissions of the Town in connection with Work herein contemplated;

Property damage caused by the Contractor or occurring on account of or arising out of Contractor’s Work and/or activities.

Contractor’s violation or alleged violation of any federal, state, or local laws, rules, regulations, requirements, or common law.

In addition Contractor agrees to defend the Town from and against any and all losses, claims, damages, costs, lawsuits, judgments, settlements and expenses, including attorneys’ fees and paraprofessionals’ fees arising out of or alleged to have arisen out of any of the occurrences, regardless of fault.

Intellectual Property Any information, data, instruments, documents, studies, reports or deliverables given to, exposed to, or prepared or assembled by the Contractor under this Contract shall be kept as confidential proprietary information of the Town and not divulged or made available to any individual or organization without the prior written approval of the Town. Such information, data, instruments, documents, studies, reports, or deliverables will be the sole property of the Town and not the Contractor. All intellectual property, including, but not limited to, patentable inventions, patentable plans, copyrightable works, mask works, trademarks, service marks and trade secrets invented, developed, created or discovered in performance of this Contract shall be the property of the Town. Copyright in and to any copyrightable work, including, but not limited to, copy, art, negatives, photographs, designs, text, software, or documentation created as part of the Contractor’s performance of this project shall vest in the Town. Works of authorship and contributions to works of authorship created by the Contractor’s performance of this project are hereby agreed to be ‘works made for hire’ within the meaning of 17 U.S.C. §201. Force Majeure Except as otherwise provided in any environmental laws, rules, regulations or ordinances applicable to the parties and the services performed under this Contract, neither party shall be deemed to be in default of its obligations hereunder if and so long as it is prevented from performing such obligations by an act of war, hostile foreign actions, nuclear explosion, earthquake, hurricane, tornado, or other catastrophic natural event or act of God. Either party to the Contract must take reasonable measures and implement reasonable protections when a weather event otherwise defined as a force majeure

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event is forecast to be eligible to be excused from the performance otherwise required under this Contract by this provision. Advertising The Contractor shall not use the existence of this Contract, or the name of the Town of Clayton, as part of any advertising without the prior written approval of the Town. Cancellation The Town may terminate this Contract at any time by providing thirty (30) days written notice to the Contractor. In addition, if Contractor shall fail to fulfill in timely and proper manner the obligations under this Contract for any reason, including the voluntary or involuntary declaration of bankruptcy, the Town shall have the right to terminate this Contract by giving written notice to the Contractor and termination will be effective upon receipt. Contractor shall cease performance immediately upon receipt of such notice. In the event of early termination, Contractor shall be entitled to receive just and equitable compensation for costs incurred prior to receipt of notice of termination and for the satisfactory work completed as of the date of termination and delivered to the Town. Notwithstanding the foregoing, in no event will the total amount due to Contractor under this section exceed the total amount due Contractor under this Contract. The Contractor shall not be relieved of liability to the Town for damages sustained by the Town by virtue of any breach of this Contract, and the Towny may withhold any payment due to the Contractor for the purpose of setoff until such time as the Town can determine the exact amount of damages due the Town because of the breach. Payment of compensation specified in this Contract, its continuation, or any renewal thereof, is dependent upon and subject to the allocation or appropriation of funds to the Town for the purpose set forth in this Contract. Laws The Contractor shall comply with all laws, ordinances, codes, rules, regulations, safety standards and licensing requirements that are applicable to the conduct of its business, including those of Federal, State, and local agencies having jurisdiction and/or authority. Applicability of North Carolina Public Records Law Notwithstanding any other provisions of this Contract, this Contract and all materials submitted to the Town by the Contractor are subject to the public records laws of the State of North Carolina and it is the responsibility of the Contractor to properly designate materials that may be protected from disclosure as trade secrets under North Carolina law as such and in the form required by law prior to the submission of such materials to the Town. Contractor understands and agrees that the Town may take any and all actions necessary to comply with federal, state, and local laws and/or judicial orders and such actions will not constitute a breach of the terms of this Contract. To the extent that any other provisions of this Contract conflict with this paragraph, the provisions of this section shall control.

Miscellaneous The Contractor shall be responsible for the proper custody and care of any property furnished or purchased by the Town for use in connection with the performance of this Contract, and will reimburse the Town for the replacement value of its loss or damage.

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The Contractor shall be considered to be an Independent Contractor and as such shall be wholly responsible for the work to be performed and for the supervision of its employees. Nothing herein is intended or will be construed to establish any agency, partnership, or joint venture. Contractor represents that it has, or will secure at its own expense, all personnel required in performing the services under this Contract. Such employees shall not be employees of or have any individual contractual relationship with the Town. This Contract may be amended only by written agreement of the parties executed by their authorized representatives. E – Verify Contractor shall comply with E-Verify, the federal E-Verify program operated by the United States Department of Homeland Security and other federal agencies, or any successor or equivalent program used to verify the work authorization of newly hired employees pursuant to federal law and as in accordance with N.C.G.S. §64-25 et seq. In addition, to the best of Contractor’s knowledge, any subcontractor employed by Contractor as a part of this contract shall be in compliance with the requirements of E-Verify and N.C.G.S. §64-25 et seq.

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2. BIDDER INFORMATION

Cover Letter/ Letter of Intent:

Introduction letter with intent and understanding the conditions set forth in this RFP to include the Town of Clayton service terms and conditions, any addenda and agrees to them with no exceptions. The letter must be signed by an authorized representative of the firm.

Corporate Information

2.1.1 Provide a corporate overview and organizational chart. List number of directly employed staff by location.

Response:

2.1.2 State the number of years your organization has been in business. State how many years your organization has been authorized to sell the solution you are proposing? If the manufacturer has multiple levels of reseller programs, please identify which level your organization is authorized to represent?

Response:

2.1.3 How many technicians directly employed by your company are technically certified by the manufacturer to support the solution and applications you are proposing? Please only list technicians who carry certifications at the latest software level and list certifications for both core system and any applications required.

Response:

2.1.4 Will your organization use any sub-contractors to assist in this deployment?

Response:

Corporate References

2.2 Briefly describe five implementations your company has installed and continues to support using the same solution as the one you are recommending. Provide name of organization, contact name/telephone number/email address of primary contact, number of locations supported, length of time deployment has been installed and list all applications provided with the installation. Please also list the total number of the same systems your organization has directly installed and currently maintain. Response:

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3. COMMUNICATIONS SYSTEM

Solution Overview

3.1.1 Describe your communications system solution. Provide details as to the physical hardware, whether any server or gateway hardware is off-the-shelf or proprietary and whether the solution will operate within a virtual environment. If so, provide detailed specifications as to how this is accomplished and whether any physical control hardware elements are required. Briefly summarize any features that are included within your proposed solution, such as in-house and remote mobility capabilities, voice or multi-media contact center, unified messaging, conferencing and/or collaboration, audio and/or desktop recording and analytics, redundancy or resiliency, etc. List optional add-on capabilities and specify ALL additional costs. Response:

3.1.2 Describe the communications system architecture and any redundancy, and specifically note whether any things noted are included or optional. Explain how trunking, network, and individual locations are supported in a failover scenario. Indicate whether the architecture supports distributed or centralized deployments. List any specific equipment or software required to support redundancy or resiliency or remote survivability at critical locations and if there are additional charges or whether this is a standard capability. Response:

3.1.3 Describe how your system fits within our current data center environment and indicate whether any additional hardware, servers, bandwidth, virtual resources or overhead is required for call control, system management or any applications. List rack space and environmental requirements. Response:

3.1.4 Provide a list of industry standards (both voice and data) which are natively supported by your communications system. Note if any specialized gateways or additional hardware or software would be required to support any of these standards. Response:

3.1.5 Does your solution support both SIP end points and SIP trunking? Provide the following details:

a) Which SIP end points and trunks have been certified by the manufacturer to work with your solution?

b) Describe your process for qualifying additional third-party equipment on your communications system via SIP.

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c) List call features supported via SIP. d) Is separate licensing required to connect a SIP device or service?

Response:

Reliability & Availability

3.1.6 Describe how the communications system would handle server or controller failure. Include whether any active voice calls would be dropped and whether any user or manual intervention would be required to perform the failover or recovery for call control and/or devices to re-home back to primary controller once services have been restored. Response:

3.1.7 Are any communications capabilities, features or services limited during failover state for users/devices, call center agents or supervisors, for unified messaging or for desktop clients? Response:

3.1.8 Describe the proposed solutions options for sub-system and processor redundancy. Can carrier services fail over to secondary controllers? Please describe in detail. Response:

3.1.9 Describe how the proposed design’s call survivability strategy maintains the voice conversation between two IP end points during a failure. Response:

3.1.10 Does the proposed architecture provide for resiliency at the carrier, network and application layers? Explain. Response:

3.1.11 Describe how the communications servers and the LAN components report troubles/alarms. Response:

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Survivability Options

3.1.12 Does your solution provide options for local site survivability? Describe in detail and note any limitations. Include all costs and any hardware/software/licensing required by individual locations. Response:

E-911 Support

3.1.13 The proposed system must include E-911 services that comply with the governing laws at each location. Please describe how your solution interfaces to the PSAP and how your solution supports identification of specific location, floor and quadrant within a facility. Response:

3.1.14 Will the proposed system provide information to the switchboard and/or any other display telephones as soon as a 911 call is originated? What information is provided and is there a limitation on the number and type of devices that can be notified? Response:

3.1.15 What location details are provided to the E-911 Public Safety Answering Point (PSAP)? Response:

3.1.16 How does your solution address teleworking and E911 compatibility?

Response:

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4. VIRTUALIZATION

Data Center Environment

4.1.1 Describe how your core solution and applications supports virtualization. Explain whether your organization can support and provision the actual virtual environment with in-house technical resources. If so, describe in detail.

Response:

4.1.2 Do you require any specific hardware or software when operating in a virtual environment? Response:

4.1.3 In a virtual environment, can your voice solution, applications and system management all run on the same server in our current virtual environment today?

Response:

4.1.4 Indicate whether any hardware and software are required for your solution to fully operate in our current virtualized environment. Include minimum VMware or Hyper V requirements and any additional products or specifications required. Include requirements/specifications for storage, additional servers, number of virtual servers and OS required.

Response:

4.1.5 Is software for the solution and all applications available in Open Virtualization Format (OVF)? Response:

4.1.6 What virtual functionality native to VMware (if available) does your solution support and leverage (fault tolerance, high availability, etc.)? Response:

4.1.7 Is call control, applications, and system management supported within a VM environment? Describe in detail any systems or applications which cannot be supported. Response:

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4.1.8 State whether the manufacturer carries an approved certification for deployment of systems and applications within a VM virtual environment. State which staff in your direct employ carries VMware certifications and list which certifications each has. Response:

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5. UNIFIED COMMUNICATIONS

Unified Communications Solution

5.1.1 The solution must support unified communications (UC), defined as a presence-enabled desktop solution that integrates voice, e-mail and chat/instant messaging capabilities. Response:

5.1.2 List the hardware and software requirements for your UC solution (both for the application as well as desktop users). Can this be virtualized? Response:

5.1.3 Do you support a mobile UC client for smartphone devices? If so, which mobile operating systems are supported? Response:

5.1.4 Does your UC client allow seamless “handoff” between desktop and mobile phone or client? Does your solution support mid-call features (screened or blind transfer/conference/hold). Describe in detail. Response:

5.1.5 Does the UC client integrate with Active Directory or LDAP? Response:

5.1.6 Does the UC solution integrate with your unified messaging platforms? If so, what functionality is supported? Response:

5.1.7 Describe the key features of your UC client. The following elements are mandatory.

a) Integration with desktop phone b) Support for a corporate directory search c) Type-ahead search modes for directory lookups d) Full soft-phone capability e) Chat between clients with ability to share files f) Toast popup for inbound calls, IM and video calls g) Visual call pad with ability to drag callers into window to add to existing call.

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h) Bluetooth-enabled audio devices i) Fully synchronized voice, email and desktop client inbox (if message read or deleted,

reflected within all environments) j) Ability to hand calls off as many times as required between desk phone and mobile

devices without an external party’s knowledge. Response:

5.1.8 Does your communications system architecture integrate with other vendors’ solutions such as Microsoft Teams or Zoom? If so, explain and describe any additional costs required to fully integrate. Response:

5.1.9 Indicate the maximum number of clients that your solution supports. Include any additional required servers and software. Response:

Presence

5.1.10 Describe your presence solution. Include the following details:

a) Does your solution offer an embedded presence engine or require a third-party engine? b) Does your solution provide presence indication for all users across the enterprise or is it

only available for users who have UC clients? Response:

5.1.11 Can users manually change or customize their presence status? Can the console operator change a user’s presence status? Response:

5.1.12 Does presence indicate if a user is busy on a call even if answered with a secondary or “twinned” device (i.e., cell phone)? Response:

5.1.13 Describe any other applications that your presence solution can integrate with. Response:

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5.1.14 Does your presence solution provide calendar integration, and automatically update presence based upon the calendar schedule? Response:

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6. MOBILITY

Mobility Solution

6.1.1 Does your solution support single-number portability (i.e., being reachable through one number and able to place calls using the same number regardless of the location)? If so, how many total devices can be available as ringing devices?

Response:

6.1.2 The mobility solution must direct incoming calls to multiple devices, whether these devices reside:

• inside the proposed solution, • Outside the system, such as a mobile phone, teleworker, external home telephone

number, etc. Response:

6.1.3 Does your solution have the option to originate calls from an external device (such as a mobile phone) through the proposed solution to present a single number to external customers? If so, is this a standard or optional feature? If optional, what costs and equipment are required to provide this ability. Please explain how this functionality works in detail.

Response:

6.1.4 Do you support an actual mobile client and if so which operating systems with revision levels are supported? Describe the level of functionality supported with each mobile operating system and the costs (server and client) required to provide this functionality. Response:

In-Office Mobility

6.1.5 Please fully describe your in-office mobility options

a) Between headquarters and remote office locations, b) Within a teleworking environment c) Within a local office environment d) In close proximity to the campus.

Include options for cordless handsets, headsets, associated wireless devices (specifying wireless/Wi-Fi AP or server requirements), logging in to alternative phones, integrating to cellular or smartphone devices within or outside of a Wi-Fi network. Response:

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6.1.6 Does your communications system architecture support “hot desking”, a feature which enables in-office workers to log in to available phones/locations across campuses? What additional licensing is required and do all of your telephone desktop devices fully support this functionality? Does the user receive full usage of this functionality (same button mapping and inbound DID calling as they receive at their normal location). Are any limitations presented when logging in to certain phone types)? Response:

Wide Area Mobility

6.1.7 The solution must support mobile devices, such as smartphones, as virtual extensions of your solution. In your response, include the following details:

a) Does this capability require a software client? If so, which mobile operating systems are supported?

b) Does your mobility solution support all system features provided by your solution? Response:

Teleworking

6.1.8 Does the solution securely extend corporate voice services to teleworkers (employees working from their home)? Is the voice encrypted? What firewall setting and port changes are required to allow voice communications to extend beyond the local environment? Response:

6.1.9 Is a virtual private network (VPN) device required for the remote office worker’s phone to connect to the proposed communication system? Can any of your telephones be teleworker phones? Response:

6.1.10 Does the teleworking solution provide secure communications between remote locations and headquarters? Explain in detail how this is accomplished. Response:

6.1.11 Is the teleworker solution available on all IP phones? If not all, list the phones that do not support teleworker mode.

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Response:

6.1.12 Does the teleworking solution support softphone services? If so, describe. Response:

6.1.13 Does the teleworker solution provide resiliency and survivability? Response:

6.1.14 Indicate how many teleworkers the solution supports. Response:

6.1.15 If two teleworker phones in a remote location are on a call together, how much bandwidth is required between the remote location and the location where the control is located? What compression protocols are supported? Response:

6.1.16 Does the teleworking solution support E-911? Response:

6.1.17 Does the teleworking solution address disaster recovery and/or business continuity? Response:

6.1.18 Indicate the hardware and software that is required for the teleworking solution at the corporate location and at the remote location. Response:

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7. UNIFIED MESSAGING

Unified Messaging Solution

7.1.1 The unified messaging (UM) solution must allow for e-mail, voice mail and fax messaging to be presented together within the same email inbox. Please describe options for synchronization between voice mailbox, email, desktop client, and smartphone; and list any costs associated with this. Response:

7.1.2 Describe the system and mailbox features included in your UM solution and list maximum numbers of available ports, hours of storage, mailboxes and auto attendant trees.

Response:

7.1.3 Can unified messaging be provided without using e-mail message storage? Where are voice messages stored in this case, and how much bandwidth is required for a one-minute message? Response:

7.1.4 Does the UM solution support bilingual service? If so, which languages are supported? Response:

7.1.5 Indicate what hardware platform and operating systems the UM solution requires? Can your solution be part of a virtual environment? Response:

7.1.6 The UM solution must include auto attendant features. Please indicate whether it supports varying schedules (time of day/week and holidays), has any speech recognition options, and whether users can create their own personal auto attendant within their own mailbox with options for routing calls to primary and alternate locations. Describe in detail how the solution works and the level of customization that can be created or changes by customer staff.

Response:

7.1.7 Does the UM solution address the needs of mobile workers? Explain how this is accomplished. Response:

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8. CONFERENCING & COLLABORATION

Audio and Web Conferencing

8.1.1 Describe your audio, video and web conferencing solution. Include the hardware platform and operating system your solution requires. Can your solution be part of a virtual environment? Response:

8.1.2 Does the audio, video and web conferencing solution provide optimum security for data transmissions? Response:

8.1.3 Explain how your audio, video and web conferencing solution facilitates collaboration between local and remote users. Response:

8.1.4 Can spontaneous conferences be created? Response:

8.1.5 How can users join an established conference? Can external parties be invited during call. Can users be muted or removed via visual interface? Response:

8.1.6 State the maximum number of concurrent audio, video and web conference parties available within each conference and overall.

Response:

8.1.7 List the languages supported by your solution. Response:

8.1.8 Can the leader lock the conference to ensure no other callers join the call? Response:

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8.1.9 Can participants be polled or quizzed in your web conferencing solution? Response:

8.1.10 How are documents shared and co-edited within the conferencing tool? Can files be pushed or available to remote users during the conference? Response:

8.1.11 Is ad hoc or Meet Me conferencing supported? Response:

8.1.12 Does the conference leader have a visual indication as to when a participant is talking? Is there any ability to adjust volume controls when background noise is present? Response:

8.1.13 Can users set up and schedule both audio and video conference calls directly within outlook or email inbox? Describe in detail. Response:

8.1.14 State the application requirements for your conferencing and collaboration solution. Specify whether it is a browser-based web application or a device-specific application. Response:

8.1.15 Does your solution include video conferencing features? Explain in detail. Response:

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9. ENTERPRISE MANAGEMENT

Enterprise Management Solution

9.1.1 The solution must allow the management of all call control systems from a single interface. Please describe your capabilities. Response:

9.1.2 Does the enterprise management application work in a virtual server environment without the need for additional hardware or software? If required, please specify all additional costs and technical requirements. Response:

9.1.3 Please provide any details of integration with Active Directory and list how any range programming, templates or batch uploads allow for synchronization between controllers or rapid deployment of large numbers of users. How does your solution verify that software corruption is not present before accepting uploads? Is Lightweight Directory Access Protocol (LDAP) Data Interchange Format used? Does the solution support multiple Active Directory domains? Response:

9.1.4 The solution must include tools to proactively monitor and ensure network health and performance, and analyze and report system, application and network faults. Describe in detail and show examples of screen shots of how this is accomplished showing latency, jitter and other voice quality metrics. Response:

9.1.5 Does your enterprise management solution support centralized and scheduled upgrades? If so, address the following questions:

a) Describe the steps required to upgrade the proposed voice solution as well as all

associated applications to the latest software release. b) Does this upgrade require down time? If so, how much? c) Can the upgrade be performed remotely?

Response:

9.1.6 Can prior loads be preserved and recovered after an upgrade?

Response:

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9.1.7 The solution must support single-point system and user provisioning. Describe how this is accomplished. Response:

9.1.8 Does the solution integrate with other commercial, off-the-shelf system management platforms? Explain in detail. Response:

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10. CONTACT CENTER

Contact Center General

10.1.1 Describe your contact center solution. Specifically describe the routing, call pathing and desktop functionality available within the base system, and also describe the system’s real-time management and historical reporting solution. Response:

10.1.2 Describe the licensing structure of the contact center application. How are historical/real-time reporting, interactive voice response (IVR) and workforce management licensed? Response:

10.1.3 List the languages supported by the contact center reporting application. Response:

10.1.4 Describe your contact center solution’s typical upgrade scenario. Response:

10.1.5 Indicate how often new releases, service packs or patches are available. Response:

10.1.6 Is training available for supervisors, managers, agents and administrative staff to support this contact center solution? Is this training included or is it optional and are there any limitations to what training can be provided? Does your organization provide local training or is it web-based? Response:

Automatic Call Distribution

10.1.7 List the contact center solution’s core Automatic Call Distribution (ACD) features. Response:

10.1.8 Describe how agents are identified by the system. Is it by extension or a log-in ID? Response:

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10.1.9 Can the agent log-in ID codes be created by our organization (e.g., specific digits and digit length) rather than being generated by the system? Response:

10.1.10 Indicate which phone types can be used by an ACD agent. Response:

10.1.11 Can an agent be logged into more than one ACD queue with the same agent ID? If so, how many ACD queues? Response:

10.1.12 Describe the available agent states within your solution (e.g., Available, Working, Logged Out, etc.). Response:

10.1.13 Can another user dial an agent’s ACD extension directly rather than the line being accessible only via the ACD pilot number? Response:

10.1.14 Can agents be logged in remotely across the LAN/WAN/Internet (e.g., remote office, home office, or disaster recovery bunker)? Response:

10.1.15 List the maximum number of ACD agents, queue/paths, and skill groups that are supported. State whether an agent can have a help key on their phone which can passively alert and allow a supervisor to listen and possibly enter the call with the outside party. State whether an agent’s phone can have a queue status button showing how many calls are waiting for each queue and how many agents are logged in. State whether a supervisor can monitor an agent’s conversation without their knowledge. Response:

10.1.16 Does your ACD solution support Make Busy reason codes that agents can select? Does the reporting system provide reports based on this data?

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Response:

10.1.17 Can the ACD solution support a wrap-up/work timer (ACD call grace periods)? Can they be different for different queues and can the agent cancel if they are available for the next call? Response:

10.1.18 Can the ACD solution support account code entry during the ACD call? Response:

10.1.19 Can the ACD solution support forced account code entry after the ACD call is competed? Response:

10.1.20 Can the ACD solution enable an ACD agent to be logged into any external telephony device (e.g., POTS line, cell phone, smartphone, home phone, business phone)? Response:

10.1.21 Does the ACD solution support multiple ACD skill sets? How many? Can an agent have different skill levels/weighting for different queues?

Response:

Contact Center Real-Time and Historical Metrics

10.1.22 Can contact center reports be automatically emailed to supervisors and agents on a pre-defined schedule? What formats are available for these reports (excel, html, etc.)? Response:

10.1.23 Does the contact center solution support cradle-to-grave reporting? Response:

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10.1.24 Does the contact center solution support forecast reporting and historical trending with an ability to choose “what if” scenarios to see the potential impact from reduced staff or larger call volumes? Response:

10.1.25 Does the contact center solution support real-time display capabilities for both supervisors and agents? Can a marquis display be docked on a user’s desktop showing number of calls waiting, longest wait time and number of available agents? Can supervisors be notified that established thresholds/SLAs are being exceeded before having to bring up the management interface? Response:

10.1.26 The contact center solution must include agent real-time monitoring. Please explain and include screen shots of agent displays available. Response:

10.1.27 The contact center solution must include supervisor/manager applications for real-time monitoring. Provide descriptions of available information and screen shots of real-time displays available. Also list if unlimited supervisors are supported. If they are not, what is the cost for additional supervisors? Can remote supervisors outside of the corporate network access management database (i.e.-Is this a web-based application?) with password protection? Response:

10.1.28 Does the contact center solution provide real-time alerting of call handling thresholds (on ACD call, non-ACD call, hold, outbound, break/lunch, etc.)? Response:

10.1.29 Can real-time alerting support visual, audible, and/or screen pop-up notification and e-mail alerting? Response:

10.1.30 Does your contact center solution provide the ability to customize real-time displays for themes, color schemes and a real-time card designer? Response:

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10.1.31 Can real-time displays be secured so agents cannot access supervisor screens or limit supervisor access to queues outside of their own groups? Response:

10.1.32 Can the real-time tool for the contact center play back historical data as if it were happening in real time so a supervisor has an ability to see exactly when and how negative events transpired? Response:

10.1.33 Do real-time charts and graphs display queue statistics? Response:

10.1.34 Does the real-time solution support LED Reader Boards/Wall Boards? Response:

10.1.35 Can the solution display real-time statistics to an LCD/plasma screen TV? Response:

10.1.36 Does the real-time client allow agents and supervisors to IM each other? Response:

10.1.37 Can users see live statistics of agent availability in different contact center queues and groups? Response:

10.1.38 Does your solution provide real-time displays of service levels per ACD queue? Response:

10.1.39 Does the solution allow agent priority/status and call queues to be changed by a supervisor in real time to accommodate fluctuating call volumes? Is this a standard or optional feature and if optional what is the cost to include this ability?

Response:

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10.1.40 Does the contact center real-time management solution provide detailed ACD agent shift statistics for the last 24-hour time period? Response:

Integration with Computer Telephony Integration (CTI)

10.1.41 Does the contact center solution integrate with third-party systems? Which CRM systems has your company directly integrated with in the past? What functionality was provided and did your company provide the integration or use a third party? Response:

10.1.42 Does your solution include an Interactive Voice Response (IVR) option? Does it allow third party database integration and ability for users to enter data which can be passed to agents or for database queries and responses based on user input? What experience does your company have in creating IVR solutions and integrating with third party databases? Response:

10.1.43 Specify which items from the ACD solution are within the telephony server and which require and external physical or virtual server. Response:

10.1.44 Specify whether the ACD reporting system synchronizes its user data with the telephony system or if this requires manual programming. Response:

10.1.45 Explain how your solution improves first-time issue resolution, personalized service and customer retention. Response:

10.1.46 Does the solution enable a company to develop its own integrations for screen pop, Click to Dial and Interactive Voice Response (IVR)? Response:

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Call Control/Call Routing

10.1.47 List the factors/criteria the contact center solution uses to control call routing. Response:

10.1.48 Does the system provide recorded announcements to callers? How many announcements can be provided within an individual queue before answer or interflow out of queue. How many groups can be added after waiting for a primary ACD group and before a call interflows to another option? Response:

10.1.49 Does the system have options for telling users their estimated wait time or position in queue? How does the solution manage conditional messages based on high call volume, holiday or inclement weather schedules? Provide details on any required additional costs. Response:

10.1.50 Does the system provide database integration and validation for customer-collected digits to route a customer to the correct ACD location (shipment status, balance update, etc.)? Response:

10.1.51 Can the system provide post-call surveys? Response:

10.1.52 Does the system provide multi-level auto attendant options to inbound customers? How many levels are supported? Response:

10.1.53 If a caller is waiting in queue, can the system provide them with an option to leave a message asking to be called back? Does that message remain in queue with the same priority? Response:

10.1.54 Can the customer request a voice callback through the corporate website using web chat?

Response:

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Administration

10.1.55 Does your solution offer the following administration capabilities?

a) Real-time reconfiguration of call control and assignments b) Changing priorities of multiple calls simultaneously c) Viewing details of orphaned calls and retaining customized settings regardless of the

supervisor’s log-on location d) Graphical editor and what-if modeling

Response:

10.1.56 Does your solution offer integration with Microsoft Active Directory? Explain. Response:

10.1.57 Does your solution offer a single point of administration for contact center, IVR and PBX programming features? Response:

10.1.58 Does your contact center solution provide systems backup, recovery and the archiving of key data such as call statistics, recordings and voice mail? Response:

Multimedia/Blended Contact Center

10.1.59 Does your contact center solution support routing and reporting of email, web chat, IM and social media traffic? Can it provide the same reporting using the same interface used for managing voice calls? Response:

10.1.60 Explain how the contact center solution routes and reports on multimedia communications. Response:

10.1.61 Does your contact center solution allow agents to have differing skill levels for differing forms of media? Are management reports and real-time views available for all forms of media? Response:

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10.1.62 Does the contact center solution support integration with e-mail server platforms and fax servers? Describe in detail. Response:

Soft Client

10.1.63 Does the solution support an ACD-specific softphone client? Response:

10.1.64 Does your solution support agent hot desking and/or agent and queue resiliency? Response:

10.1.65 Are agents able to use the softphone to change ACD skill statuses on the fly? Response:

Quality Monitoring

10.1.66 Does your solution provide silent monitoring capabilities? Please explain. Response:

10.1.67 Does your solution provide call barge/coaching capabilities? Response:

10.1.68 Does your solution enable all inbound and outbound calls to be recorded? If so, what is required to accomplish this? Response:

10.1.69 Does your solution record Automatic Call Distribution (ACD) agent calls from the trunk (trunk side) or from the phone device (station side)? Response:

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10.1.70 Does the solution provide encryption for voice recordings, and can the desktop screen also be recorded and played back at the same time as a voice recording? What is required to provide desktop and voice recording?

Response:

Workforce Management

10.1.71 Describe the solution’s workforce management, forecasting and adherence capabilities. Explain in detail. Response:

10.1.72 Describe the workforce management solution’s reporting capabilities for ACD schedules. Response:

10.1.73 Can the workforce management solution automatically create a schedule with shifts, breaks, lunches and jobs for ACD agents? Response:

10.1.74 Does the workforce management solution define security roles to limit access to specific functions for supervisors and managers? Response:

Outbound Preview Dialing

10.1.75 Describe options available for outbound preview dialing. Response:

10.1.76 Describe how your system documents the algorithm used in your preview and progressive dialing solution. Response:

10.1.77 Is direct database integration for live campaign uploads supported?

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Response:

10.1.78 Does your system create multiple outbound dialing campaigns?

Response:

10.1.79 State the number of active campaigns that can be set up in the outbound dialing function. Response:

10.1.80 Can the solution provide a screen pop on the PC desktop for agents? What external databases are supported? Response:

Scalability

10.1.81 Describe the scalability of the contact center solution. Response:

10.1.82 State the maximum number of queues or paths supported by the system. Response:

10.1.83 State the maximum number of IVR ports supported by the system. Response:

10.1.84 State the maximum number of recorded announcements and desktop visual recordings supported by the system. Response:

10.1.85 State the maximum number of ACD agent phones and queues the system supports. Are there any agent or reporting limitations for supporting multiple locations or teleworking users? Response:

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Business Continuity

10.1.86 Describe how the contact center solution handles failure conditions. Response:

10.1.87 Can the contact center solution be set up in a centralized data center? Response:

10.1.88 Does the contact center support high availability across multiple geographic locations? Are there additional costs? Response:

10.1.89 Does the contact center solution provide disaster recovery? Explain in detail. Response:

Deployment and Hardware Requirements

10.1.90 Can the contact center server be set up in a separate physical location from the primary telephony server? Response:

10.1.91 Are customer-provided server options available for the contact center solution? Explain in detail. Response:

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11. SECURITY

Authentication

11.1.1 Does the IP solution’s authentication process prevent unauthorized access to common control elements and data resources? Response:

11.1.2 Does the solution support call barring or malicious call trace? Response:

Confidentiality and Privacy

11.1.3 The IP solution’s embedded features must be able to secure communications privacy and counter packet sniffing attempts. How does your solution accomplish this? Response:

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12. END-CLIENT IP DEVICES

Overview

12.1.1 Provide a brief overview of the various options for IP phones, wireless devices and accessories in your portfolio. The desktop IP phone portfolio must address various user groups. Response:

Desktop IP Telephones

12.1.2 Indicate if your desktop portfolio complies with each of the listed criteria. Include an illustration of each additional model.

a) recommended user types: general, professional, administrative, executive b) fixed feature and function keys c) number of programmable line and types of feature keys available d) Describe size of display and functionality available with softkeys e) Does each phone type provide a full duplex speakerphone f) Is wideband audio supported g) Which SIP protocols are supported h) Any support for wireless lan connectivity for IP phones i) Any ability to support IP phones across legacy cabling

Response:

12.1.3 Do all your IP phones natively support Gigabit Ethernet (Gig-E) connectivity? Do all phones support dual ports so a single Ethernet cable can support the phone and PC? Do any phones require paper labels? Response:

12.1.4 Is the firmware update process for your desktop portfolio automated? Response:

12.1.5 Which IP phones can be used as teleworkers? Does your teleworker require opening holes in firewalls? Please describe encryption and connectivity in detail. Response:

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12.1.6 Does your desktop IP phone portfolio include a desktop client? Softphone? What features are included and please include detailed information regarding the client and any optional costs required. Response:

12.1.7 Does your desktop IP portfolio include a physical and IP (virtual) console? Please include a detailed description of each console type.

Response:

12.1.8 Can custom applications be created for your IP phones? Please describe. Response:

Desktop IP Accessories

12.1.9 Do you offer desktop IP accessories in your proposed solution? Please describe all options available with listings of additional costs. Response:

Wireless Devices

12.1.10 Do you support wireless devices or systems for in-building or campus mobility? If so, describe the wireless device portfolio options available. Clearly identify the wireless technologies used by the portfolio (IP-DECT, Bluetooth, Wi-Fi, etc.) and whether wireless signaling assumes any existing capabilities. Can users integrate their current Bluetooth or headset devices with your IP phones? Please describe any limitations or additional costs required. Response:

12.1.11 Is your in-building mobility solution highly scalable? Include the number of devices that can be supported and the maximum number of simultaneous user calls that can be supported. Response:

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13. SERVICES & SUPPORT

General

13.1.1 Describe the number of technicians, in-office help desk staff, trainers, and project managers directly employed by your organization. If anyone serves a dual role, please only list within one category. Response:

13.1.2 Please list the qualifications and experience of the project manager(s) who will work on this project. Response:

13.1.3 Provide a sample of your implementation process and state whether you utilize a database which includes a customer portal that can be accessed and shared by all parties during the implementation phase. Include screen shots showing information available to clients.

Response:

13.1.4 Indicate how many local, certified technicians directly employed by your company are within a 150-mile radius of our offices. Please list only current technical certifications for both voice and data support. Response:

13.1.5 Provide a list of the team members who we will interface with for this project and include their tenure with your company and in the industry. Response:

13.1.6 Provide a detailed time and resource implementation schedule indicating all tasks (including ordering equipment, installation, ordering of work, preliminary and final tests) through to final acceptance. Response:

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Warranty/Support/Maintenance

13.1.7 Describe in detail your warranty and maintenance options and provide any sample terms and conditions and supporting documentation. Response:

13.1.8 State your standard response times for emergency and standard outages. Response:

13.1.9 State where local parts and support facilities are located. Please only list corporate facilities owned by your company. Response:

13.1.10 Describe a typical trouble ticket call procedure. Explain how tickets are tracked and describe how escalation processes are initiated. Response:

13.1.11 Describe vendor remote support and diagnostics. What is the percentage of calls that are resolved remotely and is your support and spare parts inventory replicated within multiple facilities in geographically dispersed locations? Response:

13.1.12 Outline your help desk ticket and technician dispatching procedures under the service described above. Do your support vehicles utilize GPS tracking? Response:

Training

13.1.13 Provide a detailed description of your training before, during and after the initial sale. How long do you provide end user training at no additional charge? What are the costs once this initial period has ended? Do you provide system administration training if we wish to provide our own self-maintenance? How long is this provided after the sale at no charge and describe in detail how this training is provided. Response:

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End User Training

13.1.14 Do you have dedicated staff responsible for training or is this provided by technicians who install the solution? Describe the end user training process you would provide for this implementation, prior to and during the implementation phase. Provide samples of documentation that you include for phone, UC client, unified messaging and contact center users and supervisors. Response:

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14. PRICING Provide detailed pricing for your solution. Please also provide any post-sale pricing for desktop devices and any user or application licenses and state how long after installation pricing is guaranteed at the initial incremental costs. Provide options for a full three and five-year warranty, in where all costs are included for onsite or remote support, any onsite labor, any training or retraining required for both users and system administrators during this term, hardware replacement and manufacturers software warranty costs. Please also include within this pricing any required remote help desk support for remote programming assistance when required at no additional incremental costs for the term of this agreement. Please also provide leasing options for 36 and 60-month term with dollar and fair market buyout options. Response: