FINANCIAL SERVICES BOARD

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1 UNIFIED COMMUNICATIONS AND COLLABORATION SOLUTION The following questions were received by the Financial Services Board (FSB) on bid FSB2015/027 and are responded to accordingly: 1. Paragraph 4 sub Para and Information such as calls on hold, calls answered, calls dropped, etc. especially on service desk calls. What content/info is required on the Wallboards? Is it System Management Information or Multi Media info? Is it System Management Information or Multi Media info? System management is also included 2. How many IP handsets do you currently have? See ANNEXURE A 3. Do we need to quote on additional Samsung IP Handsets? The Service provider must propose a solution that will meet the set requirements. The FSB prefers a solution that will leverage or consider the current telephony (Headsets, etc.) investment. 4. How many Mobile licenses do you require? None 5. How many Soft Phone licenses do you require? How many call centre wallboards / TV s are required? The call centre solution is not included in this bid but the ability to report on call statistics (calls on hold, calls rejected, etc.) for the service desk. Existing TV Screens will be utilised for wallboard display. FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 1 of 15

2 7. Do you require headsets (Cordless or Corded)? 10 (5 cordless and 5 corded). 8. Do you require any DECT/ Wireless Handsets? The FSB would like to leverage on existing DECT handsets as in ANNEXURE A. 9. Do you currently have POE switches in place for the current IP handsets? YES, HP 3500 yl. 10. Do you currently have CAT5/6 cabling infrastructure? CAT 6a. 11. Should we quote on new switches and cabling? If the service provider does not recommend current switches, the service provider can provide a quote for new switches. The FSB would like to leverage on existing switches. The current switches have at least 30 POE ports available on each floor. Cabling to new Wireless Solution (Access Points, etc.). 12. Please advise on which social media services you would like to integrate: (Out of the box integration with external social media services.)? (Out of the box integration with external social media services.)? No social media integration at this stage. The FSB would like to have a solution that will have the social media capability enabled. 13. Breakdown of Hard phones and Soft phones required See ANNEXURE A for existing Hard phones. The FSB requires 10 softphone licences. FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 2 of 15

3 10 Headsets (5 Cordless and 5 Corded) 14. Breakdown of Hard phones per model See ANNEXURE A 15. Audiocode gateway Models Median Current Microsoft Licenses and versions MS Windows Server 2008 R2 (Datacenter/Enterprise/Standards), Windows 7 (Professional/Enterprise) 17. Please confirm that the proposal should be for 550 Voice users and 400 IM users 18. Please specify the SLA type required, (8hrs x 5Days a week; 24hrs x 7 days a week) 19. Recording that s required, please confirm if it is for voice and media 20. Could you please provide us with your current billing as we would like to assess your current rates in order to be able to quote on a cost effective break out. (e.g. Telkom bills, Nashua, Alcatel Bills) 550 Users - IM/Presence/Voice 50 Users - Recording 5 Attendants 1 Video conferencing room. 8hrs x 5Days a week; Voice and Video Conferencing room(s) CALL TYPE PEAK COST OFF PEAK COST Mobile R0.80 R0.80 Local R0.28 R0.28 National R0.30 R0.30 FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 3 of 15

4 On- Net R0.16 R For the 550 users in the new solution, please can you provide a breakdown for the following: a. Number of Operators (receptionists) 5 b. Number of Boardrooms Video Conferencing solution to be installed only in one boardroom c. Number of Meeting rooms Not in scope for video conferencing. d. Number of Cordless phones 5, See Annexure A. e. Number Mobility users (e.g. Using a cell phone as an None extension within the system through a mobile app) f. Number of wireless headsets 5 g. Number of recording mailboxes (will determine amount 50 of storage capacity on hosting Server) h. Number of digits for internal dialing i.e. 3 or 4 digits 4 i. Number of Fax Ports for the new system (currently 32, No however do you require more?) 22. Do you have any SBC s (Session Border Controllers) in No SBC Deployed. your current environment? If so, how many? 23. Does your new Fibre solution provide SIP breakouts? No Fiber but Diginet links If so, which is your SIP provider? Electronic Communications Network, a division of Nashua ECN (Pty) Ltd and Internet Solutions, a division of Dimension FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 4 of 15

5 Data Limited. 24. What is the current speed of your Fibre solution on the breakout as well as the inter-connect between both offices? 25. Would we be able to set QOS (Quality of Service) for voice breakout as well as video breakout? 26. What firewalls do you currently have in place and will we be able to open the relevant ports for voice and data traffic to pass through? 27. We would require 3 different IP Ranges to cater for 550 IP addresses for the 550 phones. In our solution we are going to propose 2 options, one is using VLANS and the other will be DHCP with 3 scopes. Please advise which you would prefer? 28. For the Visual Boards, please advise what you would like to be displayed i.e. call statistics, call groups, etc? 29. How many simultaneous 100 call conference sessions for voice or video do you require? 30. Which languages do you require in reference to in the document? 31. As briefed, there will be 2 datacenters. We would like to have equipment placed in both datacenters for redundancy. Will this be possible? No Fiber but Diginet, 512K ECN and 1MB IS Yes Cisco ASA 5525, Checkpoint Voice and video traffic can be allowed. The service provider must propose the solution that will best fit the requirements. The FSB will not prescribe which option in this regard. Call statistics to be used by the Service Desk. Less than 5. South African Languages Data Center Redundancy is not in scope of this phase. The solution must have the capability of extending the UCC services to the DR data Center when required. FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 5 of 15

6 32. We would also require 2 Windows Servers for our Yes software. One for production and the other for live redundancy in the other datacenter. Would your IT provide this infrastructure based on our specifications in our proposal? 33. For first line support, how many individuals would you like 7 us to train? 34. Please confirm the number of users? 550 was mentioned, Yes, 550. please confirm. 35. Will there be option for Virtualisation? Or does FSB Server Infrastructure is virtualised on Hyper-V. The FSB require Physical Appliances prefers server virtualization. 36. What amount of users will be looking at using 550 IM/Presence functionality? 37. There was mention of an outsourced Call Centre at the Yes at a later stage but not in scope. briefing. Is there a requirement for an in-house Call Centre at a later stage? 38. Recording for 50 users is this only on video side or Standard for voice and video. voice as well? If yes for voice is FSB looking for advance call recording or just standard? 39. Point of Solutions Requirements makes reference to the replacement of ISDN VC with IP based VC Please clarify the following: a. What capacity MCU is required (i.e. how many Less than 5 video conferencing systems need to be in a multi-party call)? FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 6 of 15

7 b. What call quality at this capacity is required? 1080p i.e. 1080p/720p/480p/SD c. Please confirm how many video conference calls need to be recorded concurrently at any given time? Less than 5 d. How many room endpoints are required? 2 e. What additional equipment needs to be replaced with the endpoint room systems? f. How many PRI lines will be required to integrate to ISDN Gateways (for Video Conference System use only, not voice) g. Can we please have pictures of the room where this VC system is required No additional equipment. The Service provider must propose a solution. The service provider can request access to view the room from the FSB. 40. We require a few more detail regarding the requirement to be able to quote accurately, kindly find details below: 4.6 UC&C system Number of telephone users 550 FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 7 of 15

8 Number of UC&C users required 550 Number of boss/secretary o Boss o Secretary 100 Number of softphone users: a. PC 10 b. Mobile phone None 4.2 & 4.3 Total number and type of trunks required 4.1 Call Centre: 1. Number of agents No Call Centre 2. Number of supervisors Inbound (Y/N) 1. Voice SMS Social Media Only the capability is required. No integration required at the stage. FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 8 of 15

9 Outbound: (Y/N) 1. Type of dialler required No Dialer Required 2. Description of integration required. Call recording: Extension or trunk side recording. The service provider must propose a solution Number of wall boards required The solution will utilise existing wallboard screens. 41. Page 11 of 20, point 4.1 General Requirements Can you confirm the total amount of extensions/users that forms part of this tender (During the briefing we were told 550 users total, is this the correct?) 42. Page 11 of 20, point Infrastructure scalable for expansion Could you please indicate what growth in users you are expecting on this number (As we were told that you have a second building which is also going to form part of your infrastructure) We just want to ensure that we give x % for potential growth as part of the solution s architecture Yes, This is correct. 10% per annum 43. Page 11 of 20, point 4.1 General Requirements Could you please supply us a breakdown of the current users specific to : a. How many switchboards/operators 5 FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 9 of 15

10 b. How many meeting rooms Not in scope c. How many Boardrooms 1 video Conferencing room d. How many Training rooms N/A e. How many managers & PA s/secretaries 100 f. How many Back Office users Back Office will have the same functionality as standard users g. Any other user/function type that is not contained in the above mentioned definition (Security office, Guard house) h. In your Power Point briefing you mentioned 50 users that needed to be recorded. Are these 50 users made up of the user type we defined in point 3 section a f above 44. Page 11 of 20, point Multimedia recording and tagging Could you please confirm if all media (Voice, Video, SMS, , Web Chat etc.) needs to be recorded? 45. Will FSB be able to provide us a high level diagram showing the current infrastructure and links as described These will have the same functionality as standard users. Recording will initially be for voice and video conferencing. The FSB requires the capability but only Voice and video will be recorded as part of this bid. Architecture diagrams will not be provided for security reasons. FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 10 of 15

11 in your Tender Bid Document (Page 3 of 20) in relation to the two existing Data Centres that you are running from? 46. Could you please clarify what the Twin Peaks regulatory model is and how this should relate to the tender bid response? 47. Page 12 of 20, point Cater for multi display wallboards for various business units How many wallboards are required per business unit. How many business units are there? 48. Page 12 of 20, point Cater for multi display wallboards for various business units Do we need to supply the hardware that will be connected to the system enabling the wallboard to display the relevant information OR will the FSB provide such hardware? 49. Page 14 of 20, point Message storage and archive capabilities Please indicate for how long messages needs to be stored for and archives kept by the FSB as this would directly impact the size of solution we decided on? The FSB will be required to regulate market conduct and the ability to integrate with internal business applications such as ECM (Open Text), ERP, etc. will enable contextual collaboration throughout the organization. Two (2) wall board screens exit for ICT operations only (Service Desk) The FSB will provide on its standard hardware. 3 Months Online and archive through CommVault. FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 11 of 15

12 50. Page 15 of 20, point Could you please clarify with an example what is meant with Web collaboration via editing of documents? Ability to view and edit documents through an active web collaboration session. 51. Page 11 of 20, point Multimedia recording and tagging Could you please provide us with insight as to how many client interactions (inbound and outbound Voice volumes, , Fax and SMS volumes) you have per day, per week or month? This volume would give us an indication of the size of system/solution you would require. 52. During the briefing session we were told that your current CRM Customer Relations Management system is an inhouse developed web based system. Could you please advise on what database platform this system runs i.e. SQL, Oracle 53. Page 16 of 20, point Could you please advise what your operating hours are i.e. Monday Friday, 08h00 16h00 and if you would only require support during business hours or would you require a 24 x 7 x 365 support agreement. Outbound A Peak of 15 Concurrent sessions. Inbound 3 ISDN PRIs N/A Fax An Estimate 100 faxes per day. SMS - 50 SMS s per day. Ms SQL Server Only Business hours Monday Friday, 08h00 17h00 FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 12 of 15

13 54. Serial numbers of the current Audiocodes and Quintum Gateways. Aduiocodes: Unknown, item purchase in Quintum Gateways: E E8 AND E B 55. Would you like redundancy built into the solution in terms of PSTN termination? Not required. 56. Would FSB procure its own Server Hardware? Yes 57. Would FSB procure or upgrade software under its own EA agreement? Yes, only Microsoft software. 58. Is the site, meaning both buildings; POE ready? Yes, all switches are POE ready. 59. Must all pricing be inclusive of VAT? Yes. FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 13 of 15

14 ANNEXURE A IP Desk phone 8082 (5 devices) Touch screen SIP NOE (Alcatel-Lucent proprietary SIP) IP Desk phone 8012 (355 devices) Generic SIP protocol IP Desk phone 8028 (96 devices, including attendant sets) Alcatel-Lucent IP protocol Used for enhanced features like Boss/ Secretary Attendants (4 devices) 4059EE IP PC based soft application For audio it makes use of an IP Desk phone 4028 When the attendant logs off the 4028 becomes a normal IP phone Polycom Audio Conference (IP 6000) (7 devices) Generic SIP protocol Mitel (70 devices) Generic SIP protocol Mitel 5215 Mitel 5212 Mitel COM 3500 Rightfax (1 device) SIP fax Makes us of an External SIP Gateway configuration on the OXE T38 SIP Fax protocol Makes use of Network routing FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 14 of 15

15 prefixes towards the fax from the OXE One number per fax user FSB [QUESTIONS AND ANSWERS] [V1-FINAL VERSION] [18 SEPTEMBER 2015] Page 15 of 15

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