Phone System Replacement RFP

Transcription

1 Phone System Replacement RFP 10/27/2014 Vermont Electric Cooperative 42 Wescom Road Johnson, Vermont 05656

2 Contents 1.0 RFP Introduction Project Scope Project overview Phone system overview Current VEC phone system New phone system architecture Functional requirements General Voic Individual lines Unified Communication Phones Maintenance and Warranty Training Plan General Terms and Conditions Schedule of Events Bid submission Evaluation criteria Vermont Electric Coop 1.0 RFP Introduction 2

3 2equest for 0roposal 0hone system replacement - VEC 1.0 RFP Introduction Vermont Electric Cooperative, Inc. (VEC) was organized in 1938 as a consumer-owned, not-for-profit rural electric cooperative. VEC is presently the second largest electric utility in Vermont, with company headquarters in Johnson, VT and service centers in Grand Isle, Newport and Richford. VEC serves approximately 37,000 accounts in eight counties in northern Vermont. 2.0 Project Scope 2.1 Project overview This Request for Proposals (RFP) is intended to solicit proposals to satisfy VEC s need for replacing its existing phone system. VEC is looking for a new on-premises phone system which uses VoIP phones, does not have a single point of failure and provides higher resiliency to failures than the existing system. 2.2 Phone system overview Current VEC phone system The current phone system at VEC is based on Nortel/Avaya BCM 450, BCM 200 and analog/digital/voip phones. It is illustrated below: Figure 1 Existing System Architecture Vermont Electric Coop 1.0 RFP Introduction 3

4 The existing Nortel/Avaya BCM 450 is connected to the phone services provider with 3 PRI lines connected to PSTN and utilizing ISDN standard. The BCM450 is also connected to an interactive voice response IVR system by using a trunk with 24 VoIP/SIP lines. The IVR is provided by a VEC software vendor, and it allows VEC members to report outages, make payments and ascertain account information. It is also used to make outbound calls to notify members about scheduled power outages. VEC is planning to keep this IVR system. The BCM 450 acts as the primary switch and BCM 200 as a secondary stand-by with limited capabilities (32 Nortel digital lines) and one PRI ISDN for inbound/outbound communication. In case of a BCM 450 failure, switchover to BCM 200 is manual. The BCM 200 will be eliminated during the phone system replacement. The main features that VEC uses on the BCM 450 are: 55 Nortel digital phones 45 Nortel VoIP phones 12 analog lines for fax machines, modems these lines need to stay in service after switch replacement 78 mailboxes for voic Nortel/Avaya Intelligent Contact Center with 50 Agents and 32 Skillsets Unified Communication (Outlook integration) 4 licenses Nortel reporting software for compiling usage, waiting, reports Incoming and outgoing lines monitor Software for live information about agents logged in, responding, not available VEC also uses a voice recording system to record 4 analog lines, 4 Nortel digital phones, and an analog radio circuit. The recording system can be extended by adding VoIP licenses. Voice recording features can be included in new PBX functionality, but in this case the PBX needs to record analog lines as well. Vermont Electric Coop 2.0 Project Scope 4

5 2.2.2 New phone system architecture Figure 2 New System Architecture Key elements of new architecture of phone system at VEC include: Primary PBX with full functionality Secondary PBX PRI lines split between Primary and Secondary PBX Connection between Primary and Secondary 100 VoIP phones plus 25 softphones 24 port SIP trunk to existing IVR T1 RBS for substation phones On the diagram above Primary/secondary PBX represents functionality rather than a single device, but solution proposed by responders can use single appliance or distributed system. Calls routing over PRI lines: 1. Inbound calls. PSTN Operator will send calls to two PRI lines at head office. If PRI lines at the head office are busy then calls will be sent to the third line at secondary location. Inbound calls shall be sent to appropriate destinations (including SIP trunk to IVR) regardless of how they come to VEC. 2. Outbound calls. Outbound calls shall use PRI lines at the head office first, then at the secondary location. Vermont Electric Coop 2.0 Project Scope 5

6 3. WAN failure. The link between head office and secondary location might be down but PRI lines may still receive incoming calls. In this calls shall be forwarded to predefine phone numbers. 4. System maintenance. During the system maintenance or upgrade (which may disable some system elements), phones shall switch to other available system element. For communication with phones located at the substations additional T1 with Robbed Bit Signaling is required. Analog phones at substations will not be replaced in the scope of this project. VoIP phones require Local Area Network based on IEEE 802 standards also called Ethernet. VEC does not expect that RFP Responders will provide offer for LAN cabling, switches, routers, etc. Instead RFP Responders shall specify LAN requirements and standards for proper operation of VoIP phones and other phone system equipment. There is a variety of VoIP phones on the market today with different functionality and price. RFP Responder shall provide pricing for the following types of VoIP phones: 1 Standard quantity 80 Monochrome or color display. Multi-line support, programmable keys. 2 Receptionist quantity 5 Color display with option to display other customized information like current weather. Support multiple line appearances and an expandable attendant console. 3 Video quantity 10 Color display with option to display other customized information like current weather. Support multiple line appearances and an expandable attendant console. Built in camera for video conferencing. 4 Softphones quantity 25 Installed on PC or mobile devices (smartphones, tablets, etc). 5 Conference for meeting rooms quantity 5 Vermont Electric Coop 2.0 Project Scope 6

7 2.3 Functional requirements General #ID Type Description G1 R Redundant configuration as presented on Figure 2 System Architecture G2 R PRI interfaces (two at HO and one at BOC) G3 R T1 RBS interfaces (one at HO and one at BOC) G4 R System availability % (excluding maintenance) G5 R MTBF Mean Time Between Failures G6 R MTTR Mean Time To Repair G7 R Conforms to FCC requirements for E911 G8 R End user interface for configuring devices G9 R Programmable auto-attendants G10 R Configurable auto-attendant menu G11 R Programmable Call Queue G12 R Four digit extension dialing G13 R G14 R PA (Public Address) system 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 G15 R Recording of greetings that replace programmed greetings G16 R TAPI 2.1 interface (for connection with ivue system) G17 R PRI ISDN-2 protocol support G18 R SNMP protocol support G19 R 100 VoIP phones plus 25 softphones G20 R Option to add 50 VoIP phones G21 O Recording ability to record selected lines G22 O Integration with company directory R Required O Optional Voic #ID Type Description V1 R Time and Date of call V2 R Extension or number of caller V3 R Message, save, delete, forward to extension(with annotation) V4 R Voic forward to V5 R Remote voic retrieval V6 O Text notification to recipient V7 O Voice to text conversion Vermont Electric Coop 2.0 Project Scope 7

8 2.3.3 Individual lines #ID Type Description L1 R Call Hold, Do not Disturb L2 R Call Pickup from other extension L3 R Call Waiting, Transfer L4 R Call Forward All, Forward Busy, Forward No Answer L5 R Voic L6 R Distinctive Ring L7 R DID number, Unique 4 digit extension L8 R Enhanced 911 address L9 R Extension monitoring by light/display L10 R Auto Dial, Speed Dial, Caller ID, Three way calling, Follow Me L11 R Redial, Busy Redial L12 R Real time reporting showing status, duration and number of calls taken L13 R Wireless headsets (preferably Bluetooth) L14 O Dashboard on PC for peak volumes L15 O Always on and On-demand call recording L16 O Ability to record messages and send to list of numbers L17 O Name directory, forward, call by name. L18 O Call blocking or rejection based on CallerID/ANI Unified Communication #ID Type Description U1 R Presence - person's current availability (online, idle, offline, etc.) U2 R Unified Messaging integration with , SMS U3 R Mobility integration with smartphones U4 R Video integration with video conferencing system U5 O Video make video call from individual phone set Phones #ID Type Description P1 R Standard VoIP phone P2 R Receptionist VoIP phone P3 R Video VoIP phone P4 R Softphone P5 R Conference VoIP phone P6 R System work with 3 rd party phones 2.4 Maintenance and Warranty #ID Type Description S1 R Minimum of one year hardware warranty and maintenance included in system purchase S2 R Annually renewed service contract with hardware replacement Vermont Electric Coop 2.0 Project Scope 8

9 S3 O Phone support 24/7 S4 R Business hours support (8 AM to 5 PM EST Monday to Friday) S5 R Software patches and upgrades available over the Internet S6 R Cyber security alerts are sent to customers when vulnerabilities are found S7 R System documentation in electronic format S8 R Internet access to updated documentation S9 O Users community website S10 O Direct end-user support line 2.5 Training Plan The successful bidder is required to conduct end-user training on VEC premises. Training shall cover: - System administration and maintenance one group of administrators - End users (4 5 groups of users) - Advanced features such as reporting for one group of users - Train the trainer one group of employees who will train future employees 3.0 General Terms and Conditions 1. VEC is not obligated to accept any proposal nor the least expensive from among the proposals submitted and may, at its sole option, award one or more contracts. VEC may accept or reject, without consideration, proposals that are submitted late or are incomplete. VEC expressly reserves the right to reject any and all bid proposals and to pursue whatever alternative arrangements it desires. 2. All responses to this RFP will become the property of VEC. 3. The information contained in the bid and any contract resulting therefrom is regarded as confidential and is not to be disclosed beyond the parties directly involved without the express written permission of bidder and VEC. In protecting any bidder's confidential or proprietary information, VEC need only use the same degree of care that it uses to protect its own confidential and proprietary information provided such information is clearly marked as being confidential and proprietary. VEC further reserves the right to disclose such information if such disclosure is solely for the evaluation of the response to this RFP. 4. No obligations on the part of VEC will be incurred until a satisfactory contract has been signed by bidder and accepted by VEC. 5. Bidder and its employees, agents and subcontractors shall not offer or give to an officer, employee or agent of VEC any services, gifts, entertainment, payments, loans or special Vermont Electric Coop 3.0 General Terms and Conditions 9

10 favors which might appear to be offered to influence the award of a contract or to obtain favorable treatment or another contract with VEC. 6. By submission of a bid in response to this request, bidder represents (a) that it has familiarized itself with this RFP and all other conditions that may affect the time, manner, cost or difficulty of completing the work; (b) that the bid is genuine, is not made in the interest of or on behalf of any undisclosed person or entity, and is not submitted in collusion with any other person or party or in conformity with any agreement, rule or practice of any group, association, organization, corporation or entity; (c) that bidder has not directly or indirectly induced or solicited any person or entity to refrain from submitting a bid, and has not sought by collusion or fraud to obtain for itself any advantage over any other Bidder, or over VEC; and (d) that bidder has examined and is familiar with its bid and is ready and willing to perform same. 7. The successful bidder must comply with Equal Opportunity and Affirmative Action Laws. To the extent applicable, the successful bidder must comply with the provisions of 41 C.F.R Part (a). This regulation prohibits discrimination against qualified individuals on the basis of race and sex and requires government contractors and subcontractors to employ and advance in employment qualified women and minorities. To the extent applicable, the successful bidder must abide by the requirements of 41 CFR (a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities. To the extent applicable, the successful bidder must abide by the requirements of 41 CFR (a). This regulation prohibits discrimination against qualified protected veterans, and requires affirmative action by covered prime contractors to employ and advance in employment qualified protected veterans. Vermont Electric Coop 3.0 General Terms and Conditions 10

11 3.1 Schedule of Events Event Date Request for Proposals Published 10/27/2014 Deadline for Questions From Vendors 11/3/2014 5PM EST Responses published on VEC website 11/7/2014 Deadline for Proposal Submissions 11/14/2014 5PM EST Awarded Vendor Announced 11/21/2014 Equipment Delivery 12/29/2014 System Implementation Starts 1/12/2015 Implementation Completed 4/14/ Bid submission 1 Bidders desiring to respond to this RFP are required to do so in accordance with the instructions and format contained herein. Bidders are required to complete all sections that require a response. Any response to this RFP that is incomplete may be disqualified. 2 Your proposal in response to this RFP must include the following: A. Filled PDF form from Addendum 1 and sent via to address below. B. Preliminary system design diagram in Visio or PDF format C. System cost i. PBX components (PBX or switching appliances or servers) ii. VoIP phones 1. Standard (80) 2. Receptionist (5) 3. Video (10) 4. Softphones (25) 5. Conference (5) iii. Software iv. Licenses v. Implementation and training vi. Other components D. Maintenance and support description scope and cost E. Training plan F. Three references for companies where a similar system is in service 3 Proposals must be submitted for the full scope of work described in this RFP. In the event a bid is submitted that does not fully comply, bidder should provide a detailed description of all exceptions and proposed alternates. Vermont Electric Coop 3.0 General Terms and Conditions 11

12 4 Proposals should be submitted via to ( and attachment cannot exceed 10 MB). All questions are to be directed in writing via (with subject: Phone RFP Question) to the individual and at the address above. Answers will be published on VEC website ( on 11/7/2014 as an Addendum to this RFP. 3.3 Evaluation criteria Submitted proposals will be evaluated by using the following basis: 1 Required system functionality 2 References 3 Pricing 4 Warranty, service plan, support availability 5 Optional system functionality Vermont Electric Coop 3.0 General Terms and Conditions 12