Appendix 1 Solution Goals & Requirements

Transcription

1 Appendix 1 Slutin Gals & Requirements Design Specificatins and Gals Platfrm All lcatins will be served by a single slutin VIP telephne system that prvides feature transparency acrss all lcatins. Server based VIP Services - Will be hsted n the Cunty s VMWare virtual server farm where practical. Redundancy & Survivability The Cunty s VIP infrastructure will be highly reliable and redundant t prtect against service utage. Cnverged Vice/Data - The IP telephne statins will perate with PC cmputers cnnected t a single data utlet cnnected t Cisc Ethernet switch Pwer ver Ethernet (PE) prts with n degradatin f service t the PC traffic. Optins will be required fr sites that PE is nt available. Cnference Equipment - The VIP system will prvide the ptin fr IP r cnventinal speakerphnes in cnference rms. Mbile Wrkfrce - The VIP system will prvide and supprt IP sft phnes. Vice and Data System Management The management systems fr each system will prvide a single pint f access t the system(s) fr day-t-day administratin, reprting, and maintenance. The system(s) shall prvide autmatic mnitring and alarm ntificatins. Unified Cmmunicatins - Selected Unified Cmmunicatins features, identified during business requirements, will be included in the design. Allw an incming call t simultaneusly ring bth an extensin and a twinned device. The device that is used t answer the call establishes a vice path and the ther device will cease t ring. Extend a range f cmmn PBX features t the selected twinned device and prvides a truly integrated mbile and desktp experience by enabling seamless switching frm ne device t anther. Vice Mail The vice mail will prvide service fr all specified Cunty lcatins. In additin, the vice mail system will supprt unified messaging integratin. Messages shall be stred in the vice mail system server strage. The system will be capable f supprting a future deplyment f unified messaging t integrate , vice mail and fax messages fr users. Unified Messaging - Allw users t access their messages anytime and anywhere. All vice, fax and messages are available at the desktp, mbile phnes, r via applicatins. The Cunty s system is Ggle Apps Gvernment Editin. Call Accunting - The call accunting system will be centralized and prvide service fr the entire Cunty VIP telephne system in all specified lcatins. Autmatic Call Distributin (ACD) - Prvide all cmpnents required fr full mnitring, administratin f grups and grup reprting. The prpsed system will serve the existing IP ACD grups and prvide fr expansin. IVR An Interactive Vice Respnse (IVR) system will have the capability t replace the existing Diaphnics and TeleWrks IVR systems where practical and prvide fr expansin. System will include full mnitring, administratin f grups and grup reprting. 1

2 Vice Recrding - The system will prvide recrding capability, as needed r n-demand based n business requirements and detailed design. Prvide requirements fr strage, retrieval and access by the end user. Analg Devices - The VIP system will prvide the capability t cnnect analg telephne statins and ther analg terminal devices such as mdems, payphnes and facsimile machines withut hardware r firmware mdificatins t the Cunty s existing Cisc data netwrk infrastructure. Autmatic Number Identificatin (ANI) - The system will prvide ANI 911 identificatin thrugh the lcal PSAP ver PRI Trunks fr all lcatins. Business Requirements Overview If awarded RFP the awarded vendr will be respnsible t prvide the fllwing: Business Prcess Identify existing business prcesses fr telephne cmmunicatins and replicate in the VIP slutin Identify existing interfaces with Ericssn PBX netwrk that will need replicatin in the VIP slutin Identify & dcument business dependencies n vice cmmunicatins Perfrmance Dcument expected perfrmance criteria (QOS/vice quality, call cnnectin times etc) Identify system tls (including reprting) t determine perfrmance measurements f prpsed system user & system level Availability & Survivability Uptime and disaster recvery/business cntinuity capabilities Cmpnent and system redundancy t allw seamless peratin in the event f a cmpnent failure Distributed system architecture t allw seamless netwrk peratin in the event f a building lss Dynamic call ruting t maintain vice services at remaining sites in the event f a single r multiple building lss Interperability System must interperate with existing legacy PBX netwrk during transitin System must perate with existing Cunty LAN/WAN and trunk carriers System must prvide same r greater functinality as legacy PBX netwrk Capacity & Scalability System must prvide same trunk and circuit capacity as existing legacy PBX netwrk System must prvide greater than 10% trunk and circuit expansin withut additinal hardware purchases Manageability/Administratin Systems must be remtely (including ffsite) manageable System management must be GUI based System management training ptins must be included in prpsal System management must be centralized fr all prpsed cmpnents A smart phne capable system management tl is desirable 2

3 Envirnmental Prpsals that identify ptential pwer management cst savings are encuraged Identify pwer requirements fr switch clsets & data center/s Identify any additinal pwer redundancy requirements Technical Design Criteria - Overview If awarded this RFP the awarded vendr will be respnsible t identify slutins t the fllwing technical design criteria Seamless integratin with existing Data netwrk - Cisc Interface with existing PBX netwrk during transitin Ericssn (Aastra) TSW-SP07 Replacement f existing Vic system Octel Serenade 300 Replacement f existing Call Accunting system - BTMS Bitek Replacement f existing ANI 911 System Telident 911 Identify integratin pints with existing Cunty IT system mnitring and alerting tls ie: Orin Technical training fr Cunty systems administratrs End User training fr Cunty staff Prvide VIP netwrk technical design dcument, phased implementatin plan and Bill f Materials Bill f Materials (BOM) t include prduct name, prduct descriptin, quantity and manufacturer s part number Expected Design parameters: A selectin f handsets available t meet varius business needs categries (Executive, Administrative, Supprt, frnt desk/receptin, Call Center etc) A sft phne capability Full telecmmuting/mbile wrkfrce capability Rbust disaster recvery/business cntinuity built in Supprt fr remte sites running n lw bandwidth Security Criteria If awarded this RFP the awarded vendr will be respnsible t prvide a detailed descriptin f the vendr s security implementatin methdlgy. Their apprach shuld include, but is nt limited t: Dcument the minimum hardware, sftware, and services t be included n the system Installing the minimum hardware, sftware, and services necessary t meet the requirements using a dcumented installatin prcedure Installing necessary patches and prviding a dcumented, pst implementatin patch management prcess Dcument the manufacturer s prcess fr advanced ntificatin f patch releases Installing the mst secure and mst current versins f applicatins Cnfiguring privilege and access cntrls (ie: Class f Service) by first denying all, then granting back the minimum necessary t each user Cnfiguring security settings as apprpriate, enabling allwed activity, and disallwing ther activity including changing services frm default settings f pen Enabling system event lgging Defining system event lg reprt structure Archiving system cnfiguratins in secure strage prir t system deplyment 3

4 Testing the system t ensure a secure cnfiguratin, prir t cutver Using secure replicatin prcedures fr additinal, identically cnfigured systems, making cnfiguratin changes n a case-by-case basis Security measures detailed t prevent unauthrized access t system and system PSTN Trunks. Of particular cncern is the ability fr incming callers n a PSTN PRI trunk attempting t cnnect t anther VIP system PSTN PRI trunk t place unauthrized lng distance calls. Vendr must specify the slutin t this issue. Address all knwn security risks/issues and hw t mitigate. ie: firewall, encryptin, Denial f Service (DS) VIP System Feature If awarded this RFP Larimer Cunty anticipates the fllwing features and functinality being available as a standard ffering frm the vendr s recmmended slutin. The vendr must identify in their Prpsal (# XI) any features which are nt standard, nt available r incur an additinal cst t the slutin. The vendr shuld als dcument in their Prpsal (# XII) any additinal features t be delivered as part f their recmmended slutin and the assciated cst. System Administratin and Mnitring All required hardware and sftware t mnitr the system and alert Cunty staff in case f any errr cnditin in the system shall be included in the quted price f the VIP telephne system. All required hardware and sftware fr remte diagnstic and repair services shall be included in the BOM f the VIP telephne system. All assciated hardware and sftware shall be the prperty f the Cunty, with passwrds prvided t the Cunty upn system cutver. Pwer Failure System recvery The VIP telephne system shall be able t achieve cmplete recvery after all pwer failures with n manual relads at the system administratin interface r IP devices. All equipment and sftware necessary t satisfy this and ther cntrl and restratin requirements f this specificatin shall be included in the equipment purchase price. System Wide Features Supprt Direct inward dialing (DID) 4-digit and greater Supprt and prvide standard prgress tnes (dial tne, busy tne, ring-back, rerder, feature cnfirmatin, vice message indicatin) Restrictins / classes f service fr IP devices Tll restrictin by system r by extensin Call cverage - define hw calls t each extensin/did number will be ruted (ring-n-answer/busy/d Nt Disturb). Music/message-n-hld interface and surce User Interface Features Autmatic Callback Autmatically mnitr busy/free state f selected extensin (internal) r public number (external) Autmatic Call Distributin (ACD) Supprt ability t distribute calls evenly amng grup members (agents). Prvide real-time and histrical statistical infrmatin amng call center members. Call Frward Redirect calls t extensin t alternate answer psitin. Answer psitin definable by system (cmmn diversin) r by user (selective diversin) t alternate extensin r ff netwrk lcatins (cell phne, hme etc.). 4

5 Ability t prgram frward selectin remtely. Allw the number f rings t be selectable befre frward n a per-telephne basis by the system administratr. Call Hld/Call Park Ability t allw a persn t place a call n hld (individual) r t put a call n hld (cmmn) at ne telephne set and cntinue the cnversatin frm any ther telephne set Call Lg Display Display list f incming/utging and missed call via telephne display (minimum 30 calls per phne). Call ID (incming/utging) Allw ability t allw r blck all fr user (System) r by user t blck individual utging call. Call Pickup Allw ability t pick up anther ringing extensin. Grup/Zne; pick up call frm ringing extensin in prgrammed grup. Directed Pickup, allw extensin t pick up a call that is ringing at a specific extensin number. Call Waiting Ability fr secnd call t be ffered t extensin with ptins n whether call is answered r frwarded t alternate answer psitin. Call Transfer Transfer calls internally r t external lcatin. Allw call t be transferred annunced r unannunced. When calls are transferred r frwarded, the incming caller-id name and number shall be displayed n the VIP telephne instrument that receives the transferred r frwarded call. This includes calls that are frwarded n cverage paths and calls that zer ut frm autmated attendant r vice mail system. Cnference Calling Allw utging cnference and incming cnference bridging fr all users. Prvide system capabilities and limitatins fr cnference feature. Include capacity and limitatins by system and by site. Describe all mdes f cnference supprted; inbund, utbund, web and vide cnference. DID (Direct Inward Dialing) Rute calls directly t the desired extensin within the rganizatin withut the need fr an peratr r attendant Distinctive Ringing Distinguish call between internal call versus external call Grup Hunting Grup calling circular, selective (mst idle) and cnsecutive (linear) Last Number Redial - Allwed by depressing a single key r a few keys, dialing the mst recent telephne number dialed at that telephne set. Least Cst Ruting (LCR) Allw selectin f utbund cmmunicatins traffic based n cst. Als knwn as, Autmatic Rute Selectin (ARS). Describe interface with cst accunting, pricing (V&H) and updating f cde tables fr new area cde/prefix. Message Waiting Ntificatin Prvide visual r audible ntificatin f new messages Speed Dial - Allw speed dial lists; persnal (user/instrument level) and system (cmmn t all users). Allw lists t be prgrammed either by end user (persnal) and administratr (cmmn). 5

6 Additinal System(s) Features & Functinality Telephne Equipment End User Peripherals The slutin s IP handset requirements are defined in terms f five generic telephne types: Type I: Type II: Type III: Type IV: Type V: Standard General Purpse Telephne (single-line) Standard Emplyee Telephne (multi-line) Executive Telephne (multi-line) Answering Psitin Telephne (multi-line) A sftphne applicatin All Type I, II, III, and IV IP devices shall be frm the same mdel line frm the manufacturer. Hwever the slutin must be able t supprt industry standard IP telephny devices frm any manufacturer withut additinal hardware r firmware requirements All Type I, II, III, and IV IP devices shall be pwered frm the Cunty s existing Cisc POE switches thrugh existing infrastructure cabling. Pwer shall nt be required at the desktp and all IP devices shall cntinue t perate frm the switches UPS pwer in the event f a pwer failure in the building. Add-n mdules may be pwered lcally at the desktp. All IP Type I IP devices shall include a fully integrated 10/100 Mbps (minimum) Ethernet switch with ne prt that cnnects the telephne instrument t the wall jack plus at least ne additinal jack fr cnnectin f ther Ethernet devices (e.g., desktp cmputers r printers) t the LAN thrugh the IP telephne instrument. All IP Type II, III, and IV IP devices shall include a fully integrated 10/100/1000 Mbps (minimum) Ethernet switch with ne prt that cnnects the telephne instrument t the wall jack plus at least ne additinal jack fr cnnectin f ther Ethernet devices (e.g., desktp cmputers r printers) t the LAN thrugh the IP telephne instrument. All Type I, II, III, and IV IP devices shall retain all cnfiguratin, prgramming, and buttn labeling, when they are discnnected frm ne IP prt and cnnected t any ther prperly cnfigured IP prt n any Cunty PE switch. The telephnes shall autmatically re-register with the VIP telephne system and resume peratin with all cnfiguratins, prgramming, and buttn labeling unchanged upn pwer cycling and/r discnnectin and re-cnnectin t the VIP telephne system. The slutin must: Supprt analg devices fr all specified lcatins withut additinal hardware csts beynd the BOM (i.e. Faxes, Mdems, Credit Card, and Analg System Prts etc.) Prvide sft phne functinality fr ffice and mbile/telecmmuting wrkfrce Supprt existing Cunty headsets ( primarily Plantrnics, wireless CS55) Grup Paging The VIP telephne system shall prvide grup paging ver all IP speakerphnes. Allw any IP telephne t be used t make a page ver the speakers f pre-prgrammed grup(s) f IP telephnes s equipped. Describe number f grups the system can supprt including the number f members allwed in the grup. 6

7 All IP telephnes in the grup shall have the page audible ver the speakerphne, except telephnes that are in use r in "D Nt Disturb" mde at the time f the page. The Cunty's system administratr shall have the capability t restrict which IP telephnes will have permissin t d paging ver the speakerphnes. The Cunty is interested in an ptinal emergency bradcast paging capability t bradcast an audible page t all IP telephne speakers. The Cunty is interested in the capability fr a text message, fllwed by ptinal audible tne, t be sent t the IP Telephne LCD display. Directry Lk Up IP Statin Equipment The VIP telephne system shall prvide an integrated directry lkup n display telephnes. The integrated directry shall include all necessary hardware and sftware, fully installed, prgrammed, and cnfigured, s that IP telephne users can view a directry n the telephne display listing all IP telephnes at all Cunty lcatins. The integrated directry shall allw users t place r transfer calls t any ther IP telephne at any Cunty lcatins. The integrated directry shall be cnfigurable by the administratr t exclude selected IP IP devices at the discretin f the Cunty. Fr example, selected persnnel direct telephne numbers shuld nt be included in the directry. Call Accunting System Call Detail Reprting fr billing and reprting. Only ne (1) Call Accunting System fr call detail reprting is required and must serve all lcatins. Call Detail Recrd (CDR) CDR shall be cllected fr all call types. (Incming, Outging, Internal) Ability t custmize CDR data cllectin fr extensins (by grup r specific) CDR must cnfrm t standard SMDR (Statin Message Detail Recrd) fields. The call recrd data shall include at the minimum: Telephne instrument extensin number Accunt cde r authrizatin cde (if any), PSTN trunk grup number Date f call Start time f the call Call duratin Standard Call Cnditin cdes Incming call phne number Outging dialled phne number Call answer status (i.e. answered by extensin, diverted t external, r vic ) CDR data shall be made available via utput prt using either RS-232-C r IP cnnectin frm the VOIP system. Specify the strage capacity required fr SMDR data Call Accunting/Billing (Extensin Management) Detailed infrmatin abut the prpsed call accunting system s capabilities must be prvided by the vendr. The vendr's prpsal shall prvide an Entity Relatinship Diagram t explain the database structure and relatinship. The prpsed system will utilize CDR data (standard SMDR frmat) prvided by VOIP switch 7

8 System will prvide cmprehensive and custmizable reprting. (billing statements, traffic, extensin usage, trunk usage, fraud, directry reprts, budget reprts) Cmpatibility with Business Objects (Crystal Reprts) is desirable. System database will be accessible frm ther Cunty PC cmputers r Cunty servers. Prvide extensin infrmatin fr all extensins, t include but nt limited t Name f user (directry infrmatin) Department Equipment Type Lcatin (building/rm) infrmatin Install/remval dates Billing accunt infrmatin Prvide call csting tables custmizable fr rates Prvide ability t add ff netwrk services fr billing Prvide ability t bill fr wrk cmpleted/service requests Prvide data fr ANI 911 system All additinal licensing csts fr this capability shall be prvided by the vendr. The vendr's prpsal shall describe whether the Call Accunting System administratin is a sftware prduct t be installed and perated n a Cunty prvided PC cmputer r server r the vendr prvides all the hardware and sftware. Vice Messaging System The vice messaging system shall have redundancy built int the lcal hard drive system such that a failure f any single drive wuld nt result in the interruptin f service r lss f stred messages. The netwrked vice messaging system shall be administered and perate as a single system with transparent feature peratin amng all Cunty lcatins taking int accunt the redundancy specified in this RFP. The number f vice mailbxes (including Autmated Attendant bxes and guest mailbxes) shall be at a minimum f 3000 with the ability t expand t 3500 vice mailbxes withut additinal hardware. All csts f expansin will be included in the BOM. The vic system will be cnfigured with the recmmended strage hurs fr the the stated number f mailbxes. Apprximately 150 t 250 hurs f strage. The number f simultaneus sessins shall be 48 with expansin up t 96. Expansin fr grwth shall allw fr increasing the installed capacity withut hardware replacement. The vice messaging system shall be prvided and cnfigured with the capability fr autmatic, peridic full backup and restratin f all system sftware, cnfiguratin, prgramming and messages. Integratin with the Cunty current Symantec Netbackup sftware fr archive vice messaging backup and restratin t backup data t near-line disk and ff-line tape(s) is desired. The vendr's prpsal shall describe whether the vice mail system administratin is a sftware prduct t be installed and perated n a Cunty prvided PC cmputer r server r the vendr prvides all the hardware and sftware. The vice messaging system shall supprt passwrd prtectin f vice mailbxes with security features t avid unauthrized system access via the vice messaging system and unauthrized access by system administratrs t persnal vice mailbxes. System will be capable f accessing reprts fr user and system. (calling statistics, message statistics, system errrs, system usage, traffic) The vice messaging system shall be prpsed with the fllwing features and capabilities: 8

9 Extended Absence/Vacatin greetings, separately stred with n requirement t recrd-ver standard greetings. Ability t change r recrd and activate a new greeting frm a remte lcatin. Message waiting lights fr telephnes at all sites Supprt mailbxes fr field staff that d nt have a physical phne, direct line r DID number. Supprt utcall cascading message delivery t multiple devices. Supprt utcall t paging system Supprt ability fr users t transfer callers directly int vic , withut ringing n the telephne assciated with that mailbx. Supprt a minimum number f keystrkes t transfer callers directly int vic (e.g., ne buttn t autmatically transfer caller int vic , the 4-digit extensin and a release buttn). Ability t supprt multiple message waiting lights t ne telephne set. Exit a vic greeting (i.e. 0 ) t pre-designated peratr(s) per department r individual s assistant. Time and date stamping f vice messages ptins at user level. Bradcast distributin f a single vice message t multiple vice mailbxes with subscriber bradcast distributin lists. Allw system and persnal distributin lists Mailbxes cnfigurable by subscribers aided by embedded vice prmpts. Features fr mailbxes defined by Class f service fr subscriber vice mailbx. Persnal vice mailbxes fr all Cunty persnnel. Message length and strage prgrammable per subscriber mailbx. Number f messages allwed (new/saved) prgrammable per subscriber mailbx. Autmated Attendant Call Menu Applicatins The vice messaging system(s) shall prvide autmated attendant with the fllwing features at a minimum: Main menu and submenus fr each autmated attendant tree. Please define number f chices allwed per menu/submenu. The prpsed system will include reprting capabilities fr usage. The Autmated attendant trees will utilize a distinct incming telephne number (DID) fr the defined call menu. Ability fr caller s DTMF cmmands t be acted upn immediately during the main r any submenu r prmpt (dial-thrugh). Autmated attendant selectins will be allwed t be ruted t infrmatinal mailbxes, call grups, extensins r external telephne numbers. Pre-scheduling f autmated attendant trees shall be supprted, with different schedules fr each tree, fr after-hurs and hlidays s that the apprpriate greeting is played and callers are autmatically ruted t the apprpriate menu/recrding based upn the time f day and date. Calls shall be ruted t a pre-prgrammed peratr extensin when callers dial 0 (zer) fr assistance, r when n interactin with the system ccurs within a predefined perid. The extensin fr the peratr fr zer-ut calls shall be different depending upn which autmated attendant tree the caller is ruted frm. The apprpriate peratr extensin fr each autmated attendant tree shall be prgrammable by the Cunty s administratr. System Directry t allw callers t dial-by-name r dial-by-spken wrd, t reach Cunty persnnel by entering the letters f their last name. It shall be pssible fr the Cunty s system administratr t selectively exclude sme subscriber names and numbers frm the directry. 9

10 Autmatic Number Identificatin ANI 911 Detailed infrmatin abut the prpsed ANI 911 system s capabilities must be prvided by the vendr. The prpsed system must be made available t all cunty lcatins. The prpsed system must prvide the crrect file frmat fr the lcal PSAP (Public Safety Answer Pint) Describe hw the PSAP database is updated, autmatic, scheduled r manual exprt f file and uplad t PSAP database. The prpsed system must prvide lcatin infrmatin fr the calling number. Describe hw the gelcatin f the phne is determined. Describe hw the lcatin f VIP phne is registered. Describe hw end user can update lcatin f phne if user is wrking frm a different lcatin than the ne previusly registered. Describe all limits and issues inherent with VIP system in regards t 911 service Describe VIP system cmpliance with FCC Federal Cmmunicatin Cmmissin and E911. Part II Prcurement, Installatin, Testing and Cmmissining Upn cmpletin f Part I VIP Design Services fr a Unified Cmmunicatins Telephny System and if Larimer Cunty decides t mve frward with Part II Prcurement, Installatin, Testing and Cmmissining the final gal is t have a Telecmmunicatin System and Service Prvider that will: Becme a lng-term business partner wh cnsistently meets r exceeds Service Level Agreements (SLA s) as defined in Appendix A, prvide peridic technlgy reviews and updates t the Larimer Cunty Prject Manager during pst-installatin, and prvide guaranteed price prtectin during the phased installatin and warranty perid. 10