City of Monona Request for Proposals IP-Based Phone System March 24, 2015

Transcription

1 Request for Proposals IP-Based Phone System A. Introduction and Background The City of Monona, Dane County, Wisconsin, requests proposals for a comprehensive, on-premises IPbased phone system. All proposed systems must be able to integrate with the following: 1. The City s 911 dispatch/call center 2. The City s existing supervisory control and data acquisition (SCADA) system which monitors our water, sewer, and stormwater systems The City currently utilizes a Nortel phone system with T7316E model phones. All buildings and departments utilize this phone system. The City s government infrastructure includes five (5) separate buildings, all connected by a private fiber network. Four (4) of the buildings (City Hall, Community Center, Public Library, and Outdoor Pool House) are located on a central campus with the buildings located within a 400-foot proximity to each other. The fifth building (Public Works Garage) is within 0.5 miles from the central campus. The City currently has telephone extension users, along with approximately 15 voic box-only users. There are separate incoming phone numbers as follows: 1. City Hall Administration Offices 2. City Hall Police Department Non-Emergency 3. City Hall Fire Department Non-Emergency 4. Community Center Parks & Recreation 5. Community Center Senior Center 6. Public Library 7. Public Works Garage 8. Outdoor Pool House B. System Conceptual Bidders are to propose a comprehensive system which will provide the customer with an IP-based platform that includes an open architecture interface which lends itself to Computer Telephony applications and must provide flexible line access capability, i.e. capable of accessing OPX, DID, Loop Start, T1, and ISDN PRI CO facilities and should provide for IP, Digital and Analog ports. All proposed systems must have the ability to integrate with our current 911 dispatch/call center and our current SCADA system. Fully integrated Voice Mail System Unified Messenger Service to include integration to Outlook (Microsoft Exchange) with statements as to the proposed systems Robust ACD capabilities After-hours attendants Call center software and reporting (inbound and outbound). Caller ID GUI administrator interface SMDR call accounting software IP softphones

2 Robust intrusion detection and anti-fraud capabilities Compliance with all applicable FCC requirements Vendor to handle all interactions with existing PRI Device for vendor to monitor system (i.e. system failures and remote fix capability) All common equipment and sets must be new. If IP telephone is the system proposed sets should include integrated switch in order to leverage existing Ethernet back bone. All aspects of the system should have windows based backup and restore capabilities to removable media. Note: existing HP 2910 POE switches onsite. C. Proposed System Bidders must submit a descriptive summary of the bid system, including manufacturer, model or series number, how long the proposed system has been available and supported, and the type of programming memory retention. Bidders must describe general and specific features of bid systems, including calling features, system capacities, blocking factors, and optional characteristics. System capacity limitations for all features and functions must be stated and described in detail. These capacities must include, but are not limited to, quantity of hunt groups, ACD/UCD groups, restriction tables, account codes, T1 circuits, system speed dials, CO lines, and stations. An overview of the system s IP capabilities including: including is the IP system SIP compliant, what compression is utilized for VoIP? Also including information regarding the ease with which it migrates to IP is also required. Is the IP system SIP compliant? D. Administrator Features System Administrator sets shall have the ability to complete simple moves, adds, and changes to reduce future service costs. The administrator set shall be able to provide the following services: Place the local node or other nodes in the network in night mode or day mode. Set the date and time of the local node. Set the network date and time and re-synchronize clocks in the network. Program system speed-dial numbers on the local node. Receive and clear displayed system and network alarms. Use diagnostic mode features to: o Freeze and unfreeze the database history for the local node or any node in the network using programmed freeze zones o Print error logs o Seize specific devices for troubleshooting purposes o Program usernames o Program station extensions o Program Do-Not-Disturb messages o Program station Toll Restriction o Program trunk access and ring-in Page 2 of 9

3 E. System Requirements Proposals shall address the following functional and technical requirements in four categories General, Voic , and Per Extension. The proposed system must meet or exceed each criteria. It should be stated in the proposal submission how the vendor will address each criteria, including specific descriptions or explanations of the process where noted. General Features: The City is requesting that the overall phone system have the following features: 1. Integrated Corporate Directory (describe) 2. End-user interface for configuring devices Programmable auto-attendants with different auto-attendant options for different City 3. departments 4. Integrated Voice Response capabilities with auto-attendant 5. Programmable Call Queue 6. Conforms to FCC requirements for Enhanced 911 (Explain process) 7. Four digit extension dialing and direct dial user phone numbers 8. Hunt Groups 9. Ability to tag an extension for reporting/billing purposes 10. Failover for extensions 11. Announcement line notification 13. Reporting by tag, extension, hunt group including: tag/department/extension number of calls incoming number of calls outgoing billable numbers dialed 14. Reporting for call queues including: number of calls incoming/outgoing time to answer time on hold disposition of call (answered or forwarded) extension handling call lost/abandoned calls 15. Configurable day/night mode for Hunt Groups 16. Programmable call flow 17. Always on and On-demand call recording 19. Redundant phone servers in separate geographic areas 20. Capability to replace an extension with a spare phone (explain process) 21. Provide a wide range of phone types (total phones needed estimated to be 55-60), including: Basic phone Soft phones Multi-line phones Expansion ports for secretaries Page 3 of 9

4 General Features (continued) Wireless phones Blue-tooth capable phones Conference phones 22. Programmable hold music/message by department, Hunt Group, or extension 23. Ability to block certain toll calls 24. Ability to block nuisance callers 25. Ability to route specific incoming calls to an extension 26. Ability to page a hunt group or all extensions 27. Overhead paging interface 28. Incoming Fax to 29. D2A device for modems and/or faxes 30. Fax over IP 31. Transfer recall 32. Computer directory interface 33. Pre-programmed voic messages 34. Multiple outside lines conference call (party conference) 34. Price per data line drop for CAT5 cable where network connections don t currently exist (15-20 estimated) Voic Features: The City is requesting that the voic system have the following features: 1. Time and date of call 2. Extension or number of caller 3. Message 4. Save message 5. Delete message 6. Forward/copy message to extension 7. Forward/copy message with annotation to extension 8. Forward/copy message to multiple extensions 9. Text notification to recipient 10. Voic forward/copy to 11. Remote voic retrieval (explain process) 12. Additional mailbox-only users Per Extension Features: The City is requesting that every extension have the following features: 1. Call Hold 2. Do not Disturb 3. Call Pickup from extension 4. Call Pickup from Hunt Group 5. Call Waiting Page 4 of 9

5 6. Call Transfer 7. Call Forward All 8. Call Forward Busy 9. Call Forward No answer 10. Voic 11. Distinctive Ring 12. Unique four digit extension 13. Enhanced 911 address 14. DID number and/or Hunt Group number 15. Extension monitoring by light/display 16. Incoming message/voic light/display 17. AutoDial 18. Caller ID 19. Three way calling 20. Follow me 21. Speed Dial 22. Memory Buttons 23. Redial 24. Busy Redial 25. Outlook integration 26. Ability to reassign E911 address for mobile/travelling workers 27. Conference Calling (include maximum number of participants) 28. Forward call to extension voic 29. Difference messages for no answer or busy/dnd 30. Call in to system conference calling (i.e., Go To Meeting-like capability) Per Extension Features (continued) F. Company Information Please provide vendor name, address and telephone/fax numbers, along with the following: 1. Name and contact information for the sales representative and technical representative assigned to this Request for Proposal. 2. Vendor s number of years in business 3. Number of years experience supporting the proposed system 4. Number of employees in the United States (do not include subcontractors) 5. Number of manufacturer trained technicians certified on the proposed system nation-wide 6. Please provide an annual report or other evidence of financial stability for the last two years. 7. Does the manufacturer of the proposed system have a national account program for customers? If yes, please describe the key benefits of the Vendor s program. G. References Please list three references that have the proposed system. Page 5 of 9

6 H. Installation 1. Will the installing technicians be vendor employees or subcontractors? 2. What is the typical turnaround time for a new installation of a system with phones? 3. Does the vendor have a standardized implementation plan that sets out a step-by-step installation process and states the customer and vendor responsibilities required in the process? 4. Does manufacturer provide on-site support or supervision such as project management, site supervisor, and lead technicians, including interfacing with third-party vendors? 5. Please provide any environmental, space and power requirements for the system as proposed. I. User and Administration Training 1. Please provide a description of the vendor s training plan. 2. Where is system administration training conducted? 3. Is there an additional cost for system administration training? 4. Are system administrators required to know a special programming language prior to training? 5. How is the system accessed for system administration programming? 6. Is any special hardware required to perform system administration? If so, please specify hardware requirements (if customer can supply). J. Service and Maintenance 1. Please list the name and address of the facility or facilities that will be servicing the proposed system(s). 2. Is there a service center where service problems can be reported? If yes, what are the hours of operation? 3. Will the vendor order Telco services, make changes to Telco services, or report Telco service problems and manage them to resolution? 4. Is the vendor company-owned? If not, is the vendor a dealer who is obligated to your pricing and programs? 5. How many technicians cover these regions? 6. How does your company define a critical or major system service outage, and a minor outage? 7. What is the guaranteed response time for critical system outage major and minor service outages? 8. What is the process and responsibility of the customer for reporting service outages? 9. State the normal service hours for critical system calls, major and minor outage calls from a local facility. 10. Provide hourly rates (time and materials basis) for service during normal business hours, evening hours, weekends and holidays. Are there any additional administrative or travel charges? 11. After warranty has expired, can the client perform their own maintenance on the system? If so, how would training be provided? At what cost? 12. If the vendor is not the manufacturer of the proposed system, please include a letter of support or commitment. 13. Does the vendor offer remote programming and diagnostics for the proposed system? 14. What is the turnaround time from placement of work order? 15. What is the hourly rate (time and materials basis) for remote diagnostics and programming? Page 6 of 9

7 16. What is the turnaround time for major moves, adds, and changes? K. Warranty 1. Please briefly describe the warranty offered on the proposed solution. 2. Is all hardware, software and labor covered by the warranty? 3. What are at the hours of service coverage under the warranty for both on-site and remote service? 4. Please attach a copy of the vendor s warranty in the response. L. Maintenance Agreements 1. Please describe the service plans offered. 2. Are these plans manufacturer supported? 3. Briefly describe how post-warranty service plans are priced. 4. Does the vendor offer service plan increase caps? 5. Is labor covered by the vendor s service plans? 6. How many version-level software releases are proposed annually for the proposed system? 7. Does the proposed system allow service releases to be downloaded by the customer? M. Due Dates and Contact Information Sealed proposals will be accepted until 4:30 pm on April 17, Please submit three (3) hard copies and one (1) electronic copy of your proposal to: City of Monona 5211 Schluter Rd. Monona, WI lkimmell@ci.monona.wi.us Proposals should be clearly labeled Phone System Proposal. The proposal cover page signature affidavit, included on page 9 of this RFP, must be included with your proposal. Proposals received prior to the specified due date and time will be securely kept, unopened. Proposals arriving after the specified time, whether sent by mail, courier, or in person shall not be accepted. These proposals will be returned unopened. Mailed proposals which are delivered after 4:30 pm on April 17, 2015 cannot be accepted regardless of postmarked date or time on the envelope. The proposals will be reviewed by staff and a recommendation made to the City Council. The City Council will have final approval of the selected vendor. Proposals should not include Federal Excise and Wisconsin Sales Taxes, as the City of Monona is exempt from payment of such taxes. Sec. State Statute No (9a). Wis. Stats. The City of Monona s CES number is ES Questions regarding the City s 911 dispatch/call center should be directed to Lt. Sara Deuman at sdeuman@ci.monona.wi.us. Page 7 of 9

8 Other questions should be directed to Leah Kimmell, Director of Administrative Services, at Page 8 of 9

9 COMPANY NAME: PROPOSAL COVER PAGE SIGNATURE AFFIDAVIT In signing this proposal, we also certify that we have not, either directly or indirectly, entered into any agreement or participated in any collusion or otherwise taken any action in restraint of free competition; that no attempt has been made to induce any other person or firm to submit or not to submit a proposal; that this proposal has been independently arrived at without collusion with any other vendor, competitor or potential competitor; that this proposal has not been knowingly disclosed prior to the opening of proposals to any other vendor or competitor; that the above statement is accurate under penalty of perjury. The undersigned, submitting this proposal, hereby agrees with all the terms, conditions, and specifications required by the City in this Request for Proposal, and declares that the attached proposal and pricing are in conformity therewith. Signature: Name (type or print): Title: Date: Company Address: City: State: Zip: Phone: Fax: Contact person in the event there are questions about your proposal: Name: Title: Phone: Fax: Addendums This firm hereby acknowledges receipt/review of the following addendum(s) if any. Addendum # Addendum # Addendum # Page 9 of 9