Solicitation DH Hosted/Cloud VOIP Solution. Bid designation: Public. State of California

Transcription

1 Solicitation DH Hosted/Cloud VOIP Solution Bid designation: Public State of California 1/25/ :52 AM p. 1

2 Hosted/Cloud VOIP Solution Bid Number Bid Title DH Hosted/Cloud VOIP Solution Bid Start Date Jan 24, :09:19 PM PST Bid End Date Feb 25, :00:00 PM PST Question & Answer End Date Feb 18, :00:00 PM PST Bid Contact Adelbert Baylis Contract Specialist III Bid Contact Francisco Quinonez Assistant Director Standard Disclaimer The State of California advises that prospective bidders periodically check the websites, including but not limited to Bidsync, and/or other state department links for modifications to bid documents. The State of California is not responsible for a prospective bidder's misunderstanding of the bid solicitation or nonresponsive bid due to failure to check these websites for updates or amendments to bid documents, and/or other information regarding the bid solicitations. Failure to periodically check these websites will be at the bidder's sole risk. The information published and/or responded to on these websites is public information. Confidential questions/issues/concerns should be directed to the contact on the ad. Changes made on Jan 25, :51:25 AM PST New Documents RFP DH Hosted Cloud VOIP Solution.pdf Attachment A.pdf Attachment B.pdf Attachment C.pdf Changes were made to the following items: Hosted/Cloud VOIP Solution Description California State University, Dominguez Hills will receive sealed proposals in the Procurement and Contracts Office in the Welch Hall Building, Room B485, until 2:00 p.m., Tuesday, January 28, 2013 at which time and place they will be publicly opened and read for DH Hosted/Cloud VOIP Solution. Contractor shall provide a hosted or cloud-based VOIP and unified communications/collaboration solution to address the universities telecommunication needs.. In accordance with provisions of Section 1773 of the Labor Code, California State University Dominguez Hills has ascertained that the general prevailing wage rates are applicable to this project and shall be posted at the jobsite. For more information on Prevailing Wage Rates visit: A bid security in an amount equal to 10% of the contract amount is required for bids of $25,000 or more and may be a cashier's check, certified check or bid bond. The successful bidder shall furnish a payment bond in an amount equal to 100% of the contract amount when it is $5,000 or more and performance bond in an amount equal to 100% of the contract amount of $100,000 or more in some cases when the project term exceeds 30 days and progress payments are requested. This bid will need to meet all requirements for utilization of Disabled Veteran Owned Business Enterprises (AB 1933) in order to be considered responsive. All contractors and subcontractors must comply with State Non-discrimination requirements outlined in bid documents. Bid documents may be retrieved on website ONLY, starting on January 25, It is important for bidding contractors to understand that after project information is inserted into the BidSync electronic bidding system, each 1/25/ :52 AM p. 2

3 portion of the actual bid and construction documents inserted thereafter is automatically formatted by the BidSync electronic system, and is then considered to be an "ADDENDUM". Added on Jan 25, 2014: RFP documents added: RFP DH Hosted Cloud VOIP Solution.pdf Attachment A.pdf Attachment B.pdf Attachment C.pdf Changes made on Jan 25, :51:25 AM PST 1/25/ :52 AM p. 3

4 1/25/ :52 AM p. 4

5 1/25/ :52 AM p. 5

6 1/25/ :52 AM p. 6

7 1/25/ :52 AM p. 7

8 1/25/ :52 AM p. 8

9 1/25/ :52 AM p. 9

10 1/25/ :52 AM p. 10

11 1/25/ :52 AM p. 11

12 1/25/ :52 AM p. 12

13 1/25/ :52 AM p. 13

14 1/25/ :52 AM p. 14

15 1/25/ :52 AM p. 15

16 1/25/ :52 AM p. 16

17 1/25/ :52 AM p. 17

18 1/25/ :52 AM p. 18

19 1/25/ :52 AM p. 19

20 1/25/ :52 AM p. 20

21 1/25/ :52 AM p. 21

22 1/25/ :52 AM p. 22

23 1/25/ :52 AM p. 23

24 1/25/ :52 AM p. 24

25 Request for Proposals Hosted / Cloud VoIP and Unified Communications Solution for California State University, Dominguez Hills Proposals Due: p.m. on, Page 1/25/ :52 AM p. 25

26 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals TABLE OF CONTENTS 1. PROJECT OVERVIEW Introduction Project Description Terms and Definitions Minimum Requirements Preliminary Calendar... 3 INSTRUCTIONS AND PROCEDURES Inquiries Addenda Proposal Format Proposal Submission Requirements RFP and Proposal Participation Requirements Evaluation Criteria and Process... 6 VENDOR QUALIFICATIONS, SERVICE, AND SUPPORT Contact Information Vendor Information Proposed Product Manufacturer Key Personnel Customer References System Support / Maintenance... 8 TECHNICAL AND FUNCTIONAL SPECIFICATIONS Current Environment General System Design Telephony Functional Requirements SIP Trunking Requirements STATEMENT OF WORK (SOW) Implementation Template Implementation Template Vendor Provided Resources CSUDH Provided Resources Project Plan / Schedule Project Management Vendor Responsibilities - Pre-Installation Training Installation Coordination Post Installation Test and Acceptance Documentation Assumptions RESPONSE FORMAT AND PRICING SUBMISSIONS APPENDIX A APPENDIX B Page 1/25/ :52 AM p. 26

27 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals 1. Project Overview 1.1. Introduction California State University, Dominguez Hills (CSUDH) was established in 1960 and is one of the 23 campuses that comprise the California State University system. CSUDH is an urban, comprehensive public university that serves a culturally rich, diverse student body of over 12,500 students at the undergraduate and graduate levels. Located on a 346- acre site in the South Bay portion of the greater Los Angeles metropolitan area, CSU Dominguez Hills has a highly pluralistic student body, which includes a significant number of non-traditional, working adult students as well as approximately 2,000 students enrolled in distance learning programs statewide. The University, with its five Academic Colleges, has more than 300 full-time faculty members and is situated in an area characterized by an extraordinary heterogeneity of people and an extensive array of high technology industries and professional services Project Description CSUDH is soliciting proposals for a hosted or cloud-based VoIP and unified communications/collaboration solution to address its telecommunications need. Upon completion of the RFP process, CSUDH intends to contract with the selected Vendor that best meets i ts needs. Vendor proposals must include application software; professional services, including implementation and training; and any required on-premises equipment. Vendor proposals must also include ongoing management, monitoring, and support, and must also meet the technical and functional requirements described on the following pages Terms and Definitions For the purposes of this RFP, the following terms and definitions are used to help define the roles involved in producing the solution: Vendor: The proposing firm that is responsible for the solution. For purposes of this RFP, the terms Vendor, Proposer, and Contractor may be used interchangeably, although Proposer is limited to referencing potential Vendors (preaward) and Contractor is specifically referencing the awarded Vendor Manufacturer(s): The company or companies that make the solution components and provide the Vendor with technical support and upgrades to the underlying systems Service Provider: The firm supplying the carrier services elements, although this may be the same company that is the Vendor in some situations Minimum Requirements CSUDH requires, at the time of submission, that the proposing Vendor and the proposed products meet the minimum requirements listed in Section Proposals may be rejected by CSUDH if these requirements are not met Vendor Requirements Vendor has been an authorized distributor of the proposed cloud-based solutions for a minimum of six months and preferably one year or more The Vendor must have full authorization and support from the manufacturer of the core solution Vendor must employ (have on direct payroll or contract) a minimum of two software engineers certified on the proposed core products Vendor is authorized to do business in California and has, or will obtain, the necessary licenses, registration and permits Vendor Requirements Proposals must include all of the elements required for the solution, even if multiple entities are included in the product mix. The proposing Vendor (i.e., the prime contractor) must provide a coordinated project plan that includes the total solution, identifies all components that are provided by others, and act as the primary point of contact for the proposal, while providing contact information for the others in Section 3.1. Ideally the proposing Vendor will be able to deliver all products that make up the entire solution and minimize the use of third-party elements in the solution Preliminary Calendar 3 Page 1/25/ :52 AM p. 27

28 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals Date Day Time Project Activity 1 Request for Proposal distributed 2 Deadline for submission of questions 3 Answers posted/released 4 Vendor proposals due 5 Short-listed finalists notified 6 Vendor demos/interviews completed 7 Apparent successful Proposer named 8 Contract executed 9 Project startup 10 Anticipated project completion Instructions and Procedures 2.1. Inquiries Any questions regarding this request for proposal shall be made in writing and submitted through to: CSU (310) Copy: (310) Proposers, who contact any individuals representing CSUDH, other than the above named designated individuals, may be disqualified from consideration. Questions must be submitted no later than, 2014, :00 p.m. CSUDH will respond to all written questions submitted by this deadline. CSUDH will not conduct a pre-proposal conference for this procurement. To obtain answers to any questions, or for further clarifications, submit all questions as noted above Addenda CSUDH may make changes to this solicitation. Oral or other interpretations, clarifications, or submittal instructions will be without legal effect. Any information modifying a solicitation will be furnished to all known proposers by a formal, written addendum Proposal Format It is essential that CSUDH be able to easily match a Proposer s response with the requirements listed in this RFP. Therefore, all proposals must use this RFP to format the actual response. Failure to follow this format will be grounds for rejection. Where appropriate, indicate compliance and/or note any exceptions to the requirements and provide responses to all questions. Proposals should be clear and economical, providing a straightforward and concise description of the Proposer s capabilities to satisfy the requirements of this Request for Proposal. Emphasis should be placed on clarity of content Proposal Submission Requirements The Proposer shall submit one (1) electronic copy of the proposal provided in unlocked Microsoft Word format and spreadsheets provided in unlocked Microsoft Excel format. Proposals shall be delivered on or before, 2014, :00 p.m. to the following address: 4 Page 1/25/ :52 AM p. 28

29 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals CS Procurement and Contracts 1000 East Victoria St. Carson, CA, RFP and Proposal Participation Requirements Right of Selection / Rejection of Proposals CSUDH reserves the right to select a proposal for telecommunications services and equipment through negotiations. CSUDH reserves the exclusive right to select or reject any or all proposals for any reason, to waive any informality in the proposals received, and to waive minor deviations from the specifications. CSUDH s waiver of any informality or immaterial deviation shall in no way modify the RFP documents or excuse the vendor from full compliance with the RFP requirements. Selection of a Vendor as the apparently successful Vendor shall not be construed as an award of a contract but as the commencement of contract drafting, discussions, and negotiations. CSUDH may select an apparently successful Vendor on the basis of information in addition to that received in a proposal. It is emphasized that all proposal responses should be complete and submitted with the most favorable financial terms. CSUDH specifically reserves the right to reject the proposal of any Vendor who submits a false, incomplete, or noncompliant proposal response, or unresponsive statements in its proposal Incorporation of RFP and Proposal in the Final Agreement This RFP and the Vendor s proposal response, including all promises, warranties, commitments, and representations made in the successful proposal, shall be binding and be included in CSUDH s contract with the Vendor Errors in Proposals If discrepancies between sections or other errors are found in a proposal response, CSUDH may reject the proposal; however, CSUDH may, at its sole option, correct any arithmetical error in extended price calculations or the addition of line items. Vendors are responsible for all errors or omissions in their proposal responses, and any such errors or omissions will not serve to diminish their obligations to CSUDH Cost of Development of Proposals All expenses incurred by Vendors related to the proposal response or the selection process will be borne by the Vendor. No claim for reimbursement of time, material, or travel expenses shall be made by the Vendor against CSUDH or its agents, regardless of the results of the selection process. If it is in the best interests of CSUDH s business needs, CSUDH reserves the right to cancel the entire RFP process and assumes no responsibility for any associated Vendor costs related to responding to the RFP Proposal Disposition All materials submitted in response to this RFP shall remain the property of CSUDH Conflicts of Interest The Contractor affirms that to the best of its knowledge, there exists no actual or potential conflict between the Contractor s business or financial interests and either the services to be provided under this Contract or any officer, employee, or agent of CSUDH. In the event of a change in either private interest or services under this Contract, any questions regarding possible conflicts of interest that may arise as a result of such change shall be brought to the immediate attention of CSUDH. For the duration of this Contract, the Contractor shall refrain from undertaking any work for any individual, business, or legal entity in which direct conflicts of interest regarding the services to be provided thereunder or herein may arise Confidentiality Contractor or its affiliates, or any of its officers, directors, employees, agents, or representatives, may not disclose, publish or disseminate any information considered by CSUDH to be confidential or proprietary that Contractor acquires through the performance of services rendered by the provisions of this Contract except by written consent. The obligations of confidentiality stated herein shall not apply or will cease to apply to any information that was known to Contractor prior to the Commencement Date of the Contract; or becomes publicly available; or is received from a third party without obligation 5 Page 1/25/ :52 AM p. 29

30 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals of confidentiality to Contractor; or is developed independently by Contractor without the use of confidential or proprietary information Non Solicitation of Employment Contractor and CSUDH agree not to offer employment, hire, or in any way compensate any employee, former employee, or independent contractor involved in this project without prior written consent of the other party for a period of one year from the Commencement Date of the Contract Non-Collusion The Contractor certifies that his/her firm has not entered into any agreement of any nature whatsoever to fix, maintain, increase, or reduce the prices or competition regarding the items covered by this Request for Proposal Evaluation Criteria and Process CSUDH will evaluate proposals based on how well the proposal meets its needs, as determined by the Proposer s response to the requirements defined in the RFP. CSUDH reserves its right to make a final decision to procure the solution that provides the best value. This includes a combination of functional and technical features, risk avoidance, and price. Vendor Qualifications, Service, and Support 3.1. Contact Information Provide contact information for the proposing Vendor and any other components (describe) proposed as part of the solution below: Proposing Vendor - core product/service Address Phone Account Representative Contract Executive Sales Engineer Additional components Address Phone Point of Contact Point of Contact 3.2. Vendor Information Parent company (if applicable): State of incorporation: Federal identification number: CA business license number: Size of organization: Total number of installed base customers: Total number of installed base users licensed: How long has your solution been based on the proposed platform? Describe your certifications and credentials that indicate your expertise and commitment to a cloud solution practice. Also provide specific designations that identify specialty areas of focus and capability Proposed Product Manufacturer List for each proposed solution component: Manufacturer name Headquarters address Original release date of this family of systems Release date of this model of system 6 Page 1/25/ :52 AM p. 30

31 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals Release date of the proposed level/version of software 3.4. Key Personnel The proposal must include a list of project team members, including technical staff, available for service to equipment at the customer premises, as well as at the hosted site, during and after the installation. Included in the proposed costs, CSUDH desires to retain the same key personnel, including Vendor Project Manager and Software Engineer(s), over the length of the project. Any unavoidable changes in key personnel must be communicated to CSUDH in writing with as much advance notice as possible. Using the following table, provide a list of the proposed project team members. The list shall include the role and responsibility for each team member and any pertinent certifications they have obtained. Name Experience Office Location Role/Tasks; Product Focus Provide answers to the following questions: Are you a broker for services, or is your model direct delivery? If multiple Vendors are involved, will one have prime responsibility? Which carriers have a physical presence in your data center? Describe any additional or complementary services you can provide as an extension to your service Customer References The Proposer must submit a minimum of three (maximum of five) relevant customer references for which the Proposer has provided a similar solution within the last three years. The systems must be currently in full production use, and the customer contact center(s) must be of similar size and complexity to CSUDH. A l l solutions must be presently in full production use (sales pending implementation of key components do not qualify). References will be contacted only for finalist Vendors and only after prior notification is sent to the Vendor. Reference 1 - Client Name: State: Type of Business: Contact Name: Job Title: Phone Number: System Replaced: Address: Number of Users When Implemented: Description / Notes: Reference 2 - Client Name: State: Type of Business: Contact Name: Job Title: Phone Number: System Replaced: Address: Number of Users: When Implemented: Description / Notes: Reference 3 - Client Name: State: Type of Business: Contact Name: Job Title: Phone Number: System Replaced: Address: 7 Page 1/25/ :52 AM p. 31

32 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals Number of Users: Description / Notes: When Implemented: Reference 4 - Client Name: State: Type of Business: Contact Name: Job Title: Phone Number: System Replaced: Address: Number of Users: When Implemented: Description / Notes: Reference 5 - Client Name: State: Type of Business: Contact Name: Job Title: Phone Number: System Replaced: Number of Users: Description / Notes: 3.6. System Support / Maintenance Address: When Implemented: Maintenance All equipment and services provided shall be included in the monthly rates quoted and shall include all maintenance, software support, and upgrade costs. Clearly identify whether any items are optional, including elements that may be purchased rather than being rented at a monthly rate (such as endpoint devices/ telephones, gateways, etc.) Service-Level Agreement (SLA) The Vendor must provide a Service Level Agreement that addresses each of the following (included with the proposal as an attachment): Latency Packet delivery Response time for repair Alarm response Definition of major or minor alarms and standard service requests Monitoring for carrier local loop Security for any on-premises equipment Frequency of software upgrades Policy for software patches Provide answers to the following questions: State the Vendor s guaranteed service response time for a: Major alarm Minor alarm Standard service request Describe maintenance/troubleshooting operations If there is an alarm at the Vendor s site, how is CSUDH notified? What is the process for software upgrades, and how are customers notified? How is interruption of service avoided? Do you offer the flexibility for individual customers to stay on an older release if needed or desired? What security measures will be taken to protect CSUDH data? Describe the tools you use for deployment management How long will it take to deploy (both the initial services and subsequent additions or changes)? How do you handle service requests? What types of online tools exist for reporting and tracking troubles, change requests, etc.? How are moves, adds, changes, and deletes (MACDs) for end users handled? Do you provide an administrative interface for customer administrators to self-manage these? If so, describe the portal or other access tool that is available to customer/location administrators and/or end users to modify their services. Are there any charges associated with user-managed MACDs? What are the costs, if any, for MACDs that are completed by remote Vendor personnel. 8 Page 1/25/ :52 AM p. 32

33 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals Do you have the means and knowledge to provide end-to-end testing? What are the options, ability, and process for obtaining additional features and capabilities? What is the policy for implementing manufacturer s upgrades? How do you decide when and whether to upgrade or enhance the solution when the possibility exists? Do you allow or support any third-party enhancements to the solution? What types of performance monitoring tools are included? Do you have direct access to those tools and reports? Will you and CSUDH both receive proactive notifications of service events, alarms, and other exception events? If so, describe this process Are any other management tools provided, such as online access to billing, usage reports, call accounting information, etc.? Describe the portals available to obtain such information. Technical and Functional Specifications 4.1. Current Environment Telephony Environment CSUDH telecommunication system consists of the following: Aastra PBX which supports approximately 2,000 users and 2,200 DID lines (analog and digital) Unified Communications Platform for voic Interalia for ACD customized messages and TeleSoft for Call Accounting The local PSAP for 911 calls is on-site (CSUDH Campus Police) The new system will replace all existing systems and offer increased functionality and growth up to 5,000 DID lines. A total of 1,900 endpoint devices/telephones will need to be replaced. The new system also needs to support 911 ALI/ANI Computing Environment Core Services CSUDH enterprise network consists of two Cisco 6509 core switches (collapsed backbone) and Cisco 3750x and 3750-v2 as the Access Layer switches. The network is also configured with separate VLANs for data, voice, video, and wireless per building. A network diagram may be found in Appendix A Desktop Systems CSUDH standardized on Dell as the Windows desktop vendor. The Standard Dell desktop comes with i5 CPU, 4GB RAM and 320GB hard drive. CSUDH also standardized on Apple as the MAC desktop vendor. The standard Apple desktop is Apple imac 21.5 with 2.7GHz CPU, 8GB RAM and 1TB Hard drive For tablets, CSUDH standardized on Apple ipad Database Platform(s) CSUDH uses Oracle as its standard database platform for all its application needs WAN / Connectivity CSUDH has two Gigamin Circuits provided by AT&T to CENIC, the ISP for CSUDH. A detail border network diagram may be found in Appendix B General System Design CSUDH has a strategic goal to achieve complete redundancy from the endpoint devices to the vendor network where the hosted solution resides Architecture / Business Continuity Core hardware such as processors, power supplies, hard drive systems, network interface cards, etc. must be redundant and fault tolerant to avoid single points of failure. The vendor should have two different data centers in two different geographic locations in the continental United States. The ideal solution provider will peer directly with broadband data carriers in the CSUDH network such as CENIC. The system(s) shall operate on a version of the manufacturer s operating software released within the last fifteen (15) months. The proposed solution must be capable of surviving the loss of any single critical component. Thus, the system must be designed to avoid a single point of failure with redundant core components in an active/active configuration that includes duplicated power supplies and other required elements to eliminate system outage. 9 Page 1/25/ :52 AM p. 33

34 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals The carrier network connections from the hosted provider to the contact center and CSUDH s enterprise network must be over a deterministic network that can ensure call quality. The proposed solution must provide the ability to use an alternate route that will leverage the CSUDH LAN data network to distribute calls to the users. The proposed solution must perform data backup and storage such that no data is lost in case of a system failure. Provide answers to the following questions: What is the manufacturer of the core solution? Identify any other manufacturers products used to create the total solution? What is the relationship between manufacturer and Vendor? What support services does the manufacturer provide to the Vendor? Is the core service a dedicated instance of the system, or is the service provided strictly as a service where all users are tenants of a single shared platform? Describe any events that would result in a failure of the system and require a restart, re-registration, database load, etc., to return to a fully operational state. How long does a recovery take? Do you provide a geographically separate backup data center site? Are the system elements accurate copies of the current system, hot-standby (define), or will a failover maintain the entire operation without users and callers being able to tell? What happens to calls in progress, calls in queue, etc.? What are the survivable options if the link(s) to the data center fails? Can the end users still dial an emergency call (such as 911)? Does the proposed solution offer local telephony survivability in case the link to the service provider fails? What are the documented service uptime statistics? Provide details on the root cause of any service interruptions the proposed solution has experienced over the past two years System Maintenance, Upgrades, and Diagnostics The service must be provided so that routine maintenance procedures, troubleshooting, loading hardware and software revisions, patches, etc., may be performed without disrupting the CSUDH s service. When the system detects a fault, notification must be provided to CSUDH. If maintenance is required that will disrupt CSUDH s service, the maintenance must be scheduled according to free times in the CSUDH academic calendar Systems Management/Administration An access method is required so that trained CSUDH personnel may perform standard system software-based changes. CSUDH system administrator(s) must be able to build and modify station programming, routing rules, user groups, and other system features, and to print reports concerning such database information. The system(s) must be capable of providing multiple administrative levels, based on user profiles. The system(s) shall be easily accessible and easy to query, modify, and manage using a GUI. Preprogramming of tasks that can be scheduled to execute later (typically during off-hours) must be supported Dial Tone and Network Services The hosted provider must extend inbound Automatic Number Identification (ANI) or Caller ID digits to the users. ANI data must also be available to peripheral devices, including voic systems and analog extensions. Provide answers to the following questions: What type of network interconnection from the data center to the CSUDH sites is included in the proposal? Describe, including if it is point-to-point, via Multiprotocol Label Switching (MPLS), or via a VPN on a standard Internet link Are you a carrier that can deliver both the CaaS services and telephony and network services? If the answer to is no, which carriers are available for the network link and do these carriers require a separate contract or is it a bundled service? For mobile staff and small sites, are Internet-based VPN options available to deliver telephony and collaboration services? Which carriers are available for Internet-based connections and do they have direct peering arrangements with your preferred Internet carrier? Do the carriers available at the data center have physically separate redundant paths for the local loop? Can the data center route traffic over more than one carrier in the event of a failure in the primary carrier s service? How is call quality ensured (including Quality of Service [QoS] options and VLANs)? Define how you establish and support QoS to ensure that real-time communications are prioritized Are the inbound and outbound telephone call traffic merged with the telephone traffic from other customers at the data center and using shared Telco facilities? If so, how do you engineer the network to ensure that a surge in 10 Page 1/25/ :52 AM p. 34

35 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals volume from other firms does not prevent CSUDH calls from being completed? If the answer to is no, which carriers are available for the dial-tone component of the service, including toll-free services? What is the geographic coverage available for free calls (local to CSUDH) and toll calls? For calls charged as long distance and inbound toll-free calls, what are the rates per minute, the billing increment, and the minimum charges? Are these costs part of your monthly billing or is a separate agreement and invoice from the long-distance carrier needed? Security Provide answers to the following questions: How is physical access to the data center(s) controlled? Describe the written policies, procedures, and methods for ensuring security Explain how you maintain compliance with applicable rules & regulations (such as PCI, HIPPA, etc.) Do you provide a written Service Level Agreement that covers security concerns, risks, and liability coverage? Do you provide encryption of all stored data? Can all media packets (voice, video, IM, etc.) in transport be encrypted? Who has access to the de-encryption keys? What types of operating systems are running on the servers and how do you secure them from exploits? What is in place to prevent device-level exploits? This should include any locally installed gateways, data-storage devices, and the telephones What type of security exists within the applications to prevent abuse and malicious activities? What security measures are in place to grant access to authorized CSUDH staff that needs to access the system s management tools? How do you protect the services from standard IP vulnerabilities, including denial-of-service attacks? Telephony Features The core telephony solution must provide, at a minimum, the full range of features resident in current state of the art PBX systems. This would include common telephony capabilities such as, but not limited to, the basic features of hold, transfer, redial, park, pickup, call forwarding outside system with return (sometimes called single number reach with one mailbox), distinctive ringing, Intercom, etc. The following features are called out separately as they may be differentiators and are intended to guide the Vendor s proposed solution: The new system must support a real-time call history log with the ability to launch a callback from the history log, as well as export the log, including Caller ID. It is desired to have the call history log on the phone as well as the PC client. The new telephony system must be able to do zone/group paging. The solution must provide advanced emergency call capabilities such that the location of all devices, including IP phones, are associated with either a switch port, an IP address, or some other controlled location identifier. This location information and the related user information should be maintained in a database that accommodates timely automatic updates to the PSAP database when a device/user is moved ACD Requirements The system needs to support Automatic Call Distribution with the following features. The system needs to support at least 20 ACD call groups with minimum of 25 Agents per group The system must support the following supervisor capabilities o To be able to see calls in queue o Duration of longest call in queue o Who and how many agents are logged in The system should be able to generate on-demand supervisor reports with user specified time frames up to a year in the past Call Accounting The system must provide its own call accounting software to support service billing for both departmental and user chargebacks. The system should support the following: Full Usage Tracking - Automatically logs usage from PBX and VoIP systems, wireless, text, data, local, long distance, 800 numbers, calling cards, and conference calls. 11 Page 1/25/ :52 AM p. 35

36 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals Full Costing - Quickly process and cost millions of calls in minutes and provide real-time alerts and exception reports on unidentified callers and high-cost users Automatic Cost Allocation - Chargeback costs to the appropriate individual, department, and cost center. Roll-up costs to spend categories across all levels of the organization Built-In Reporting - Easily report on capacity, determine peak usage, and analyze traffic patterns. Support standard reports or create your own with an easy to use drag-and-drop interface that allows one to save, share, schedule, and publish reports and automate distribution to a number of different audiences IP Device Requirements The new system architecture must support a blended desktop and tablet environment as follows: Some locations will have IP transport to the desktop dedicated to the voice network, separate from the internal IP data network. The sets at these sites must interface with the supplied switch electronics and do not need to support secondary data ports. Other locations will have IP transport to the desktop that supports both voice services and desktop computing (PC) services via a single 100 Mbps channel. The desktop interface device must support Layer 2 switching for the PC s NIC as well as the telephone instrument. IP sets must be compatible with the 802.3af (Power over Ethernet) Industry Standard. The vendor must state total power requirement for the IP set(s) being proposing and provide the VPAT certification. The proposal shall include electronic IP sets with the capacity for a minimum of two with a maximum of thirty extensions/ lines plus programmable buttons and a hands-free full-duplex speaker phone. The sets are to be designed so that the users have the option to answer a second call before the call routes to an alternate answering points, such as voice mail. Some of the programmable buttons should be programmable for features that do not have a fixed button; Contextsensitive soft-keys may be substituted for this requirement. It is desired that the phones use an LCD designation (paper-less) of all telephone set buttons. An Operator software tool should be provided for the receptionist with the ability to see user extension status or presence, and allow for full PC-based control of the functions such as answer, transfer, hold, etc. The service should support a variety of IP sets; describe the IP sets available with the solution and provide pictures and fact sheets Telephony Functional Requirements This section identifies requirements outside of the common telephony feature set for which you must propose a solution Instant Messaging and Presence (Optional) If part of the manufacturer s product line, the Vendor should propose an Instant Messaging solution that is capable of logging, recording, and archiving messages. For those users where a camera is part of their desktop setup, CSUDH wishes the system to support desktop video as part of the proposed solution Desktop Interfaces CSUDH requires the ability to use a PC-based call control (desktop application) that works in conjunctions with the fixed telephones. Also, provide specific designations that identify specialty areas of focus and capability. The call control client should include, at a minimum, mouse controls of features, keyboard access to telephony directories, click to dial features including recognizing a telephone number within a document or web page displayed on the PC screen, call logs, one-click to activate record on demand (for those that are authorized), etc. CSUDH requires the capability for a significant number of users to use the PC client as a fully functional soft-phone without any associated endpoint device/telephone. Users should have the ability to make basic programming changes to their endpoint device/telephone (browser- based). The system should support integration with the contact lists from Microsoft Outlook/Exchange and other tools such as Google mail Mobility Many users carry a cellphone and radios are used in specific areas of CSUDH, such as Physical Plant. CSUDH is considering a managed BYOD policy that will include iphones, Android, Windows cellphones and tablet devices. The system must extend office telephone system features to mobile employees, both onsite and offsite. At a minimum, the proposal should include the integration of desk phones with cellphones (single number) and the ability to bridge calls (simultaneous ring) while maintaining only one (system) mailbox. The system should also allow for a mobile client for the various client devices, including cellphones, tablets, etc. Please define which mobile operating systems you support for mobile clients and identify what costs exist (if any) to obtain or use 12 Page 1/25/ :52 AM p. 36

37 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals such apps Teleworkers The system must support telecommuting as an option for some employees. The system should allow the telecommuting employee to have full functionality at their remote location using the device of their choice. Flexible deployment options to accomplish this must be described. Describe how call quality is assured for remote workers Conferencing and Collaboration CSUDH would like to incorporate a full conferencing suite into a complete solution. The system needs to support the following features: The proposed system must provide ad-hoc voice conferencing for ten or more parties per call and at least ten simultaneous conference calls. In addition to the above, the proposed solution should include integrated access to a conference bridge service for larger meet-me conferences capable of supporting up to fifty users on a single conference call and up to fifty total simultaneous conference participants for all active conferences. The system shall also provide the ability to host collaboration features similar to Cisco WebEx, including the option for video, on the proposed bridge for the same number of participants. (Optional) The conferencing solution should support dynamic allocation of the conferencing ports. The conferencing solution should provide easy scheduling of conferences via a desktop Outlook and/or Google client, with the ability for self-service by individual departments and/or users Voice Mail / Unified Messaging The system must be able to allow users to easily transfer active calls directly to another user s voic box, bypassing the user s telephone, when appropriate. The system must allow for users to have their choice of basic voic , integrated messaging, or unified messaging. Describe how you accomplish each of these Video and Videoconferencing Capabilities (Optional) The system should allow for point-to-point video calls between users. The system should allow for multi-point video calls between users. Ideally, the system should offer ad-hoc rendezvous or meet-me video conferences and scheduled conferences. The video system must be able to interoperate with other standards-based video systems to extend its reach to existing internal systems or to an external business partner system. Interoperability: The proposed solution should be interoperable with hard and soft video enabled endpoints that are standards-compliant, including multi-screen and single-screen, room-based and personal endpoints; ranging from videoenabled phones, soft phones, mobile endpoints, to high-end immersive systems. The solution should be able to support BYOD (and not limit user options). Although all capabilities may not be implemented immediately, the solution should include the following: o Escalating a voice call to a video call at any time during the call, provided endpoints should offer video-capabilities. o Ability to start and join a multi-party video conference without advance reservation. o Meeting controls to manage a meeting in progress including muting/unmuting participants, locking/ unlocking an active meeting to additional participants, reassigning hosts, etc. o Support for virtual meeting rooms or video bridges with pre-defined maximum number of participants that can be used by multiple users across the company by booking the virtual meeting room in advance. o Ability to assign and delete host pins. When bridging resources are shared with other customers, the solution must provide an architecture that ensures security of the video calls so no eavesdropping can occur, accidental or otherwise, by other customers. The proposed solution must provide support for guest access outside the corporate network for mobile or guest workers. What is the approach to maintaining quality of experience (QoE)? In cases where one participant in a multipoint video conference is bandwidth constrained, what measures are taken to ensure minimal impact on QoE for other participants? Provide answers to the following questions: Describe the proposed system. What parts of the system are shared between different customers and what parts are dedicated? How is separation between customers and security of video calls and conferences maintained? What resolutions of video are supported for point-to-point and multi-point video calls? Specify the kinds of endpoints supported for point-to-point and multi-point video calls Call Recording / Quality Monitoring (Optional) 13 Page 1/25/ :52 AM p. 37

38 Hosted / Cloud VoIP and Unified Communications Solution Request for Proposals The proposed system should be capable of scheduled call recording for quality monitoring purposes or recording all calls. The proposed system should capture and store recordings at the hosted equipment site. The contact center and quality monitoring capability of the system must include a synchronized screen capture of the agent s PC activity, including the ability to screen scrape over multiple monitors. Playback of voice and screen scrape must be fully synchronized and automatically linked in playback through a single supervisor/review tool. The system must provide the ability to retrieve calls by user defined parameters such as by agent, for defined intervals, or by specific queues, etc. The system should be capable of providing evaluation and coaching tools. Provide answers to the following questions: Describe the proposed system. Is it part of the core contact center platform or a separate system? How is sensitive data protected? Where are recordings stored? Describe the scheduling tool Describe the steps required for synchronized playback of voice recording and screen capture SIP Trunking Requirements CSUDH requires the proposed solution to offer SIP trunking as part of the package as an integrated solution. If a vendor does not have SIP trunking as an integrated solution, it is to propose how this service can be offered through a third party vendor and how it will integrate with the proposed solution. This section identifies requirements for SIP trunking service as follows: The vendor will specify billing increments for all SIP trunk offered services (i.e. round up to the next six second increment). The vendor will specify whether or not the SIP long distance services will be offered at either a flat rate per station or billed by the minute. Rate tables will be provided for all domestic and international long distance services. Detailed call records for long distance usage must be delivered to member institutions directly from the provider upon request. The vendor shall have the ability to allow university administrators to require authorization codes for long distance calls. An authorization code is a numeric code assigned to a user for billing purposes similar to a calling card. The vendor will describe which, if any, toll fraud services are available with any of the SIP services. For local inbound and outbound SIP trunks, the vendor will describe the local number portability (LNP) capabilities. This will include time and cost required to port a number. For local outbound trunks, the vendor will specify how E-911 functionality is supported. The local institution shall be able to manage its own 911 location reporting, including the ability to send 911 calls to the campus internal public safety office. The SIP trunks must support FAX and modem services. Describe which formats are supported. For directory assistance services, the vendor is to specify the cost per call. The vendor shall have the ability to allow university administrators to require authorization codes for directory assistance calls. For 800 number call termination, the vendor is to specify the cost per minute as well as any limitations. If outbound 800 call origination or termination is offered, the vendor is to specify if the member institution is eligible for any revenue sharing based on the originating access cost savings. The vendor is to specify if any of these services are outsourced to a third party. Campuses experience increased call volume during extraordinary events (local disasters, for example). The successful vendor shall have the ability to increase the trunk capacity within 30 minutes notification by the subscriber campus. Statement of Work (SOW) 5.1. Implementation Template The following sample SOW is supplied as a template for responding Vendors to create a proposed SOW for this project. It is intended to demonstrate the minimum requirements and the desired level of project detail to be included in the submission. Use this template to write a SOW appropriate for this project and provide applicable pricing. The Vendor should customize this template as necessary to ensure it is a suitable SOW for the delivery of their services. The Vendor s SOW response, including any modifications agreed to by the parties will become the core element of any subsequent contract Implementation Template The Vendor is responsible for comprehensive project management services that include the ability to define and offer what are considered industry best practices for the implementation of a hosted solution of this scope, and that address the expectations of both the Vendor and CSUDH. The Vendor SOW shall include project controls and processes that will 14 Page 1/25/ :52 AM p. 38