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2 Table of Contents 1 Introduction RFP Statement General Goals Conventions Used Scheduling RFP Schedule Project Schedule Important Dates Health and Safety Requirements E911 Requirements Additional Compliance Requirements Service to Elevators, Fire / Burglar Alarms and TDD Systems and Line Sharing Alarm / Systems Programming Reliability, Redundancy, Failover and Survivability Central Call Control, Voic , and related services / systems System Configuration and Operational Data Satellite Locations System Requirements and Capabilities Codecs, Protocols, Call Routing Call Handling, Partitioning, and Mobility Voic , VM- to- , FAX requirements Voic Ports VM Requirements FAX / Modem Capabilities Auto- Attendants / IVRs (Simple Voice Menus) System Administration and Management Directory Integration, Batch Management Administration Console / Central Programming Notifications, Alarms, and Monitoring Call Detail Reporting Traffic Measurement Reports Scalability and Future Expansion Security IP Phone Connections Toll Fraud System Security Capabilities Security Best Practices Call Recording and Malicious Call Trace Switching Endpoints Implementation Requirements (for New Handsets) Core / Standard IP Endpoint Requirements: Advanced IP Phone Requirements Conference Room Unit Page 2 of 43

3 8.3 Soft Phones Vendor Endpoint Response Implementation and Support After Award Support Channels Cutover Support Post- Cutover Support Infrastructure & Network Secure System Access Network Assessments Network IP Quality-of-Service (QoS) Virtualization for Hardware System Programming and Documentation Testing Procedures Training User Training System Administrators Acceptance Purchasing Terms / Warranties Financing and Payment Terms Warranty End of Contract / TCO Costs and Licensing Appendix A. Appendix B. Appendix C. Appendix D. Appendix E. RFP Response Requirements Conditions Proposal Response Scoring District WAN District Locations Appendix F. District Phone System Survey Information Background Other Details Site- Survey Results Telephony Form A. Vendor Identification Vendor Background Vendor References Form B. Form C. Signature Form CERTIFICATION OF PUBLIC ACT Page 3 of 43

4 1 Introduction The District is migrating away from isolated Centrex- based phone system to a district- wide VoIP system with centralized trunks. This project has been broken down into two complementary RFPs. One RFP addresses the carrier services component (the physical circuits as well as the connection to the Public Switched Telephone Network (PSTN)) and the other addresses the VoIP phone system, endpoints, etc. The District welcomes but does not require responses from vendors who have partnered with carriers to provide a complete turn- key solution. The District is interested in proposals for the purchase of an on- premises solution. Submitted proposals that combine VoIP systems and carrier services should clearly indicate that they are in response to both RFPs. It is advisable but not required that parties responding to one RFP or another be at least familiar with the other as it may pertain to their interests and be relevant to their proposal. 2 RFP Statement Springfield Public School District #186, Springfield, Illinois (SPS) is soliciting proposals for a centrally managed, district- wide VoIP telecommunications system with fully redundant call processing, voic , servers, software, equipment including switches, IP telephones, and battery backup units, as well as technical support, training, and professional services. SPS intends to enter into a 5- year contract with a VoIP system provider who can provide a solution meeting the District s requirements laid out in this RFP. The District would like to own the system at the end of the 5 years. The SPS Board of Education reserves the right to reject any or all proposals. 2.1 General Goals Any system must be reliable, dependable, and fault- tolerant. Normalized communications at all locations; all get voic , Caller- ID, etc. Any system must be future- proof, supporting open standards and interoperability. Utilize District WAN for in- district calls rather than phone circuits. Allow for District- wide 5- digit dialing from being on a much larger common system. Centralize most District phone capacity to physically separate locations to allow for efficient sharing of circuits and lower overall circuit requirement while still maintaining fault tolerance. o Location A: Business Service Center, 530 W. Reynolds St. TWO PRIs (or equivalent) o Location B: Stanton Technology Center, 3031 Stanton St. TWO PRIs (or equivalent) Maintain a reasonable degree of backup / fault tolerance all sites. Page 4 of 43

5 2.2 Conventions Used Requirements Table o SPS186 requires proposed system to provide the listed capabilities or features. o For each feature listed, indicate if the feature is standard (S), optional (O), or, if the proposed system is incapable of providing a specific functionality as described, provide a detailed explanation on any alternatives (ALT) available in the proposed system to provide similar functionality. After the section, provide a separate, detailed itemization of any feature listed as optional and the price to include that feature. Costs for optional items listed in a requirements table must be included in bill of materials for the proposal. o For Vendor Response sections, please include the information requested or attach said information after the section. Page 5 of 43

6 3 Scheduling 3.1 RFP Schedule December 8, 2014 January 7, 2015 ( rain- date Jan. 14) January 30, 2015 February 2015 March 3, 2015 RFP Release Pre- proposal meeting RFP responses due Select vendor presentations/interviews SPS186 BoE Meeting / Contract Decision 3.2 Project Schedule Vendor shall provide as part of their RFP response a detailed schedule of events that clearly indicates the time requirements and sequencing of tasks involved in the proposal. Schedule should cover the time from receipt of order to acceptance. Schedules should account for the number of buildings, endpoints, and users of the system and the manpower requirements of the proposal in building a realistic project schedule. Sample benchmarks are included in the below table. Audit and analysis of phone system/design Bill of Materials finalized, order placed Implementation Pilot group testing IT Training End- User Training Cutover Period Acceptance 3.3 Important Dates At the time of this RFP release, dates for the coming school year are tentative. Dates labeled approx. have been collected from earlier calendars and projected forward. Actual dates will be provided to the selected vendor as they become available. Vendors should take into account the time schedules of District employees as it relates to training and optimal cutovers to limit workplace disruption to the extent possible. (For example, the best time to cut over a building s phones is during a holiday or outside regular office/school hours, while the best time to train teachers at a school is after they return but before students return.) March 30 April 2, 2015 April 3, 2015 May 25, 2015 June 10 July 19, 2015 (approx.) June 7 July 16, 2015 (approx.) May 27 Aug 20, 2015 (approx.) July 1, 2015 July 31, 2015 (approx.) Aug 19, 2015 (approx.) Aug 21, 2015 (approx.) Non- Student Days (Spring Break) District Holiday (Offices & Schools Closed) District Holiday (Offices & Schools Closed) Summer School In Session (held at 3 or 4 sites) Summer Break, Year- Round Schedule (Graham & S. View) Summer Break, Common Schedule First day of Fiscal and E- Rate year First day back for Clerical First day back for Teachers First day back for Students Page 6 of 43

7 4 Health and Safety Requirements 4.1 E911 Requirements 1. Comply with Illinois regulations regarding E911 service. a. (50 ILCS 750/ ) b. (83 IAC 726) c. (83 IAC 727) 2. Have a facility for tying access ports, analog pairs, and / or extension numbers to an Emergency Response Location and allow routing of E911 calls out designated paths. 3. Vendors will be expected to assist with the configuration and testing of E911 capabilities including but not limited to location databases, PSAP routing, PSAP callback, and coordinating with telephone carriers to ensure the setup meets the District s needs. 4. Vendor Response: 1) Indicate which E911 methods are supported by solution (as far as ELIN/ERL/CESID, ANI/CPN coding, ALI/PS- ALI Updating, etc.). 2) Indicate which methods supported by the solution are most often implemented by large multi- site installations similar to the District. 3) Provide a call flow chart demonstrating how your company s solution resolves phone extensions to physical locations and relays them to the PSAP, such as converting a call from extension 2550 to an ELIN used for a 911 call. 4) Does the proposed solution allow for E911 Callback? If no, why not? S / O /ALT 5. Vendor should indicate how E911 data will be maintained and what types of manual updates are required and under what situations. 6. The District should be able to have the system alert or notify various parties when 911 calls are initiated, e.g. ing or dialing in another station at the site or at another district site (i.e. bringing in the principal s office, or the district security director.). 7. E911 calls should be automatically recorded. 4.2 Additional Compliance Requirements The Vendor shall be responsible for ensuring compliance with Federal Communications Commission (FCC) telecommunication requirements including TIA/EIA/IS- 968, hearing aid compatibility, applicable provisions of the Americans with Disabilities Act (ADA), and Federal Statute Section 508. The Vendor shall be responsible for ensuring compliance with all Authorities Having Jurisdiction. Page 7 of 43

8 S / O /ALT 4.3 Service to Elevators, Fire / Burglar Alarms and TDD Systems and Line Sharing Elevators are connected with dedicated POTS lines and may not be shared. Fire alarm systems are connected to two lines. Often, the burglar alarm will share one of those two lines. Further sharing of alarm lines for purposes such as Fax, TDD and site survivability (WAN outage) is fine however such sharing must not interfere with the proper functioning of the systems. Specifically, the alarms should be able to perform line seizure and call out even when a non- primary device is active on the line Alarm / Systems Programming The District will be responsible for ensuring Fire Alarms, Burglar Alarms, and Elevators are configured to not prefix their calls with 9 such that they will work on POTS lines in the case they were configured to dial a leading 9 if currently connected by Centrex. 4.4 Reliability, Redundancy, Failover and Survivability Per the Project Overview document, several sites will be used for circuits and call routing to ensure a single site outage (whether it be extended power outage, fiber line outage, or PRI / SIP trunk outage) does not take down phone service for the rest of the district. Proposed VoIP solutions should account for potential downtime of central service points as well as individual site outages and as such propose a solution or solutions for redundancy Central Call Control, Voic , and related services / systems Systems should be configured to normal operational condition and readiness without intervention after loss of power. Any servers involved in the District VoIP system should be redundant and resilient. Hardware RAID with hot- swappable disks and redundant hot- swappable PSUs are required. Proposals should include battery backup units capable of powering the central phone systems for at least 1 hour. Vendor is required to ensure call routing is handled properly when in an outage scenario. This may require that the Vendor interact with the selected carrier as necessary System Configuration and Operational Data There should be system capabilities allowing for the backup of essential data not limited to configuration, call history, system recordings, location databases, switching data, and phone provisioning information. The system should be set up to automatically back itself up to a network volume or FTP, TFTP, SFTP, or SSH server. Page 8 of 43

9 4.4.3 Satellite Locations Proposals should include battery backup units for on- premises equipment, specifically PoE switches and / or analog gateways. Endpoints should continue being usable for at least 30 minutes. In cases where an outage exceeds the battery backup, one or more analog phones connected to POTS lines should provide service. (For example, handsets connected to FAX machines, or red emergency phones, etc.) In the case where a site has lost its WAN connection, stations inside of that location should be able to contact each other or to be used to dial 911 via POTS lines at each site. 5 System Requirements and Capabilities 5.1 Codecs, Protocols, Call Routing 1. Must support g.711 ulaw and g.722 wideband codecs. 2. Must support common interconnect protocols a. Be able to interface with PRI and POTS circuits from a Telco provider. b. Be able to provide PRI and POTS circuits to other telephony hardware. c. Be able to interface with SIP trunks over IP (i.e. SIP service providers.) d. Be able to interface with SIP endpoints (e.g. soft phones, desk phones, conferencing phones, public address loudspeakers, analog telephone adapters, surveillance hardware, etc.) 3. Must be able to intelligently handle the origination and termination of calls to and from trunks at different sites to fit the requirements of the District in terms of reliability (capacity), failover and redundancy. (See Carrier Services RFP, Project Overview document, and Reliability / Failover / Redundancy section for more information.) 4. Support 5- digit direct station- to- station calling between up to 45 sites. 5. Ability to create an access list / filter in front of an extension or extension range such that an extension could only be contacted from designated extensions (e.g. a user who cannot be called directly, only via switchboard / receptionist, or to control access to a Public Address system.) 6. Support personal account codes, or forced authorization codes (allow the District to issue PINs to users or groups of users that the system would require from said users to place calls matching a pattern (for example long distance calls) as a way to control and account for phone usage. When used, this information must be recorded in the CDR. 7. Support Time Schedules and conditional handling / routing of calls originated from the PSTN as well as internally originated calls. a. Example 1: ability to automatically direct calls to an IVR / Auto- Attendant outside of office hours. b. Example 2: ability to set Do Not Disturb schedules for an extension. c. Example 3: ability to automatically forward calls to another number automatically based on a schedule. S / O /ALT Page 9 of 43

10 5.2 Call Handling, Partitioning, and Mobility 1. Ring / Hunt Groups a. Should allow creating a list of extensions and / or include other groups / pilots by reference. b. Should allow adding more extensions i.e. ring all extensions in group 1 for 10 seconds, and if no answer, start also ringing all extensions in group 2 until the call is answered or the voic time limit is hit. c. Should allow designating a ring/hunt as the destination for incoming calls based on DID and/or Caller ID. d. Ring strategies should include ring all, first available in list, as well as strategies to ring one set of phones for a number of seconds before adding other sets of phones. e. Vendor Response: 1) Does the solution support call confirmation, such as press 1 to answer call in addition to first to pick up gets call. 2) Can menus or announcements be played prior to ringing the group? 3) Does the proposed solution allow using Call Pickup with ring groups? S / O /ALT 2. Call Forwarding a. Ability to set forwarding destination based on status (On- Busy, No- Answer, All Calls) b. Vendor Response: Indicate if end- users are able to have additional control over configuring call forwarding, for example, the ability to forward to a destination based on caller ID or caller ID patterns or by user- defined time schedules. c. 3. Call Transferring, Call Parking, Call Pickup Groups a. Both blind/cold and assisted/hot transfers should be supported. b. Should allow placing a call into a parking lot from where the call may be grabbed from another station by dialing an extension. c. Parking should be partitioned such that a call parked at one site cannot be grabbed from another site. d. Ability to designate a group of extensions as colleagues such that others may answer someone s phone that is ringing after a designated period of time by dialing a code. (Call Pickup Group) e. Vendor Response: Specify limitations of retention of caller ID, trunk group ID, or DNIS ID information when transferring, i.e. is there ever a loss of caller ID information because of multiple transfers of a call, and if so, specify the information that will be lost and after how many transfers the loss occurs. Page 10 of 43

11 4. Call Hold / Queues / Music on Hold a. Should allow placing a call on hold and dialing another extension e.g. to consult with a colleague. b. Calls on hold should be configurable to ring- back to the phone after a configurable amount of time and to disconnect calls on hold after a configurable amount of time. c. The system should be able to integrate with call center - type software with queues and agents however the District is not looking to purchase or deploy a feature like that at this time. d. Systems should support music on hold and allow uploading of custom tunes. e. Vendor Response: Is the proposed system able to be configured to occasionally interrupt the music on hold to play a periodic message? f. Vendor Response: Is the system configurable to allow an incoming caller while on hold or in a queue to be able to access an auto- attendant or IVR system that would allow the caller to e.g. leave a voic for one or more groups. If this is supported, please provide additional details on the feature and if it is a standard or optional feature. 5. Call Conferencing a. Should allow common ad- hoc three- way conferencing. b. System should support larger voice bridges ( Meet- Me ) to parties in- district (both on- and- off site) as well as parties connecting in from the PSTN. i. Vendor Response: 1) How many callers (internal and external) can participate in a voice- bridge conference? 2) What factors determine how many conferences may happen concurrently? 3) Can a user initiate a three- way call where one leg is a PSTN call and the other a voice bridge? 6. Call Forwarding and Mobility a. System must allow for unanswered incoming calls to an extension to be forwarded to one or more internal and/or external destinations simultaneously. b. Mobility solutions should allow for some form of access control lists such as time of day, day of week time schedules as well as allow / blocked caller lists. c. The District desires, but does not require, the ability to transition a live call between two devices configured for mobility (for example, moving an ongoing call from a desk phone to a mobile phone.) Page 11 of 43

12 d. Call forwarding settings based on events like On- Busy and No- Answer should be configurable. e. Mobile Voice Access: the ability for an employee to phone into the system from e.g. a mobile phone and / or a known number, enter a PIN number, and then be able to make a phone call which would appear to the called party as originating from the district. (Ability for District personnel to conduct business while mobile without necessarily divulging their mobile phone as well as having District caller ID visible to the called party.) 7. Intercom and Paging a. The system should be able to integrate with purpose- built auto- answer intercom devices (analog and SIP.) b. The system should support intercom and auto- answer capabilities with IP phones. c. Vendor Response: 1) Include information on how proposed system supports intercom with proposed handsets. 2) Indicate if proposed system is able to intercom with auto- answer multiple phones (paging). 5.3 Voic , VM- to- , FAX requirements Background on District Voic Users: 1. The District has few VM users currently. (Approximately 64 voic boxes in use.) 2. The District desires that any employee wanting VM may have it. The District has about 2,400 employees. 3. Not all employees who want or need voic have their own extension. (Their intended use case is that calls for them may be forwarded to their VM box that they may check from phones placed in lounges or shared workspace. These workers are often in positions where they re regularly travelling to and working from a variety of locations. ) 4. The District requires several general- purpose VM boxes that may be checked by several people, for example an Attendance Office VM box or as an answering machine replacement at a school Voic Ports The District requires at minimum 64 voic ports for centrally located voic services. If voic is stored at local sites (for example on a survivable remote) there must be as many ports as the larger of 4 ports or the number of handsets divided by 12, rounded to the nearest whole. (For example, SHS has 124 handsets so if voic ports are site- local the proposal should account for at least 10 voic ports at SHS.) Page 12 of 43

13 5.3.2 VM Requirements 1. Voic access and features a. Ability for system to control or limit message length, automatic message retention / deletion / archival. b. Ability to be able to change or override retention and message length limits for some mailboxes. c. Ability of system to deliver voic to addresses as.wav attachments. (Ideally, the system should be user- configurable as to whether the VM is kept or deleted from the VM box after ing.) d. Ability for users to check voic using a web browser. e. Ability to assign a single voic box to multiple extensions / users. f. Ability for users to change their greeting and PIN number without calling helpdesk. g. Designed capacity to hold all received voic for at least one month. 2. Proposal expectations regarding voic licensing a. Vendor Response: 1) Proposals should indicate whether a voic license is consumed for each provisioned extension, i.e., can an extensions be set up that don t count as voic users? For example, with approximately 1,730 handsets registered as extensions, if 400 people want voic , do you need 1,730 licenses? 2) Indicate the cost to increase VM ports. S / O /ALT b. Regarding point (a) above, proposed solutions should provide at least as many voic users as there are extensions as well as extras for general- purpose use. With the District having about 1,730 telephones, 1,800 to 2,000 voic boxes should be sufficient starting out depending on how the system behaves (regarding point a above.) c. Proposals should include information about additional hardware and licensing costs to add additional capacity to the voic service beyond whatever amount is proposed, up to 2,500 voic boxes FAX / Modem Capabilities 1. System must support T.38 FAX transmission within the VoIP system. 2. System must support g.711 ulaw pass- through. 3. Vendor Response: 1) Indicate if proposed system provides FAX- to- capabilities. 2) Indicate if the system provides E- FAX capabilities (Web- submission, Print- to- FAX, - to- FAX, etc.). 3) If 1 or 2 are not included, please indicate if the system has an option for the capability or if it is supported using 3 rd - party packages. S / O /ALT Page 13 of 43

14 5.4 Auto- Attendants / IVRs (Simple Voice Menus) 1. Ability for the District to set up, configure and record voice prompt menus and set them as destinations for one or more desired DIDs. 2. The District requires that proposed solutions support at least 50 AAs, one per site in addition to additional capacity for miscellaneous departmental use. 3. Vendor Response: 1) Is the system able to perform text- to- speech? 2) Is the system able to perform speech- to- text, for example, looking up a name in a directory based on a caller saying a name? S / O /ALT 4. Required abilities / capabilities of the AA/IVR module : a. Access to a touch- tone searchable extension directory b. Support for connecting a user to an extension if the user knows extension. i. Ability to limit this to a range, call space, or partition of extensions. c. Ability to retain / pass on Caller ID information if being connected through to another party via the module. d. Be able to append or change the prompt, and then later revert it back to normal. (For example, during a snow closure, the module would ideally indicate that students are excused from attending due to weather, and then the next day, have the prompt back to normal without requiring staff to re- record it.) 5.5 System Administration and Management Directory Integration, Batch Management The District maintains an LDAP directory running on Apple s Open Directory platform that contains the list of users in the district. The District wishes to leverage this directory in populating and maintaining names, extensions, locations, and addresses in the phone system. S / O /ALT Vendor Response: 1) Is the system able to implement with LDAP directories? 2) If so, to what extent? Vendor Response: 1) Does the system support batch, bulk import, or mass editing? 2) If so, to what extent? Vendor Response: 1) If the system does not support either directory integration or batch management, the Vendor must include detailed information on methods and practices that large customers are using to properly maintain their database. Page 14 of 43

15 5.5.2 Administration Console / Central Programming 1. Nearly all administration should be performed from a central source and automatically distributed to any systems in the redundant / distributed phone system for the least duplication of effort. 2. Vendors will be required to document what settings are not manageable from a central console. (E.g. may survivability for all sites be configured centrally, or is that configured directly in site- local devices.) 3. All management consoles of the proposed solution must be completely configurable and manageable over the network (aside from physical connections.) 4. Management of IP and analog devices shall be seamless within the management application. 5. The District desires that the system support change- logging for auditing and supporting the system. 6. The system should validate edits to reduce likelihood of user error affecting the system. 7. The system should be able to list connected and configured end- points and generate an exportable extension directory. S / O /ALT Notifications, Alarms, and Monitoring 1. The District requires that provided solutions be able to log and notify administrators on events relevant to the health of the system. Some events where alerts are desired follow: Offline Trunks Critical Service Failure E911 Calls or Malicious Call Trace Failed or Failing hardware (PSU, HDD, Fans, Thermal Events, etc.) High- Availability or Site Outage faults Excessive calls blocked / unable to complete. (Denial of Service / Dialplan problems) Other problems with components of the system. 2. Alert Methods Require that system support notifications SNMP Polling of common statistics / information, SNMP trap for alerts 3. Vendor Response: Please provide additional information relevant to the monitoring of the system and ensuring problems are detected and addressed prior to causing outage conditions or downtime. S / O /ALT Page 15 of 43

16 5.5.4 Call Detail Reporting 1. The District should be able to generate usage reports and be able to extract call detail information in comma- delimited format (CSV). 2. The District should be able to search data by building, groups, name searches, extension ranges, extensions, PIN number, date range, trunk circuit, etc. 3. Information should include source and destination numbers on PSTN, source and destination station numbers and identification (as applicable), call duration, circuit(s) used, IP addresses, and information on calls transferred. 4. The District should be able to correlate charges from the telephone carrier to activity on the VOIP system. 5. CDR data should be retainable and accessible for at least 1 year. 6. Vendor Response: 1) Is the system able to memorize queries or reports? 2) Is the system able to be programmed to automatically generate and reports on a schedule? 3) Are end- users able to view / search their own call detail history? S / O /ALT Traffic Measurement Reports The District desires a system that can provide details to District IT such as: Circuit usage (CCS or Erlangs per hour) Blockages and other metrics related to capacity and PRI configuration. Hunt group usage Feature utilization S / O /ALT Vendor Response: Please indicate if the system can provide this information and in what formats. (Raw data that can be analyzed vs. packaged reports vs. not available.) Please also indicate how long said data is retained and available. Page 16 of 43

4 Costs... 6 5 Questionnaire... 7 6 Vendor Identification... 9 6.1 Vendor Background... 10 6.2 Vendor References... 10

4 Costs... 6 5 Questionnaire... 7 6 Vendor Identification... 9 6.1 Vendor Background... 10 6.2 Vendor References... 10 Table of Contents 1 Abstract / Background... 3 2 Services or Products Desired... 3 2.1 PRI Circuits... 3 2.1.1 Locations... 3 2.1.2 SIP and IP-based Alternatives... 3 2.2 Analog Circuits... 3 2.3 Direct-

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