Hosted VoIP RFP. For. Adams County School District 50

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1 Hosted VoIP RFP For Adams County School District 50 December 1, 2014

2 Optimal Communications Group TABLE OF CONTENTS 1.0 PROJECT OVERVIEW INSTRUCTIONS TO BIDDER IP-BASED COMMUNICATIONS SYSTEM REQUIREMENTS UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS WIRELESS REQUIREMENTS IMPLEMENTATION VENDOR QUALIFICATIONS AND INFORMATION PRICING APPENDICES ATTACHMENTS 28

3 1.0 PROJECT OVERVIEW Section 1.0 Project Overview 1.1 Adams County School District 50 is currently seeking proposals for a Hosted VoIP solution utilizing the existing phones within Adams County School District 50. The successful qualifiers will be required to provide associated pricing as well as options for the equipment and services for Adams County School District Adams County School District 50 presently has a Cisco Systems data network and Cisco Call Manager that serve the district. The intent of this RFP is to solicit qualifications for a complete Hosted VoIP based voice system utilizing the current phones. 1.3 The successful qualifier will include an engineering resource that will inspect and certify the Adams County School District 50 s Local Area Network (LAN) deployment per building to insure a quality of voice equal to MOS 5 service. With the Bidders response, please provide requirements for any data upgrades or network modifications that would be required to attain this level of call quality. 1.4 No LAN changes are planned or anticipated other than possible changes as defined in Adams County School District 50 network center is located at 6933 Raleigh Street, Westminster, CO The selected vendor will provide a complete turnkey solution meeting the requirements covered in this RFP. Adams County School District 50 requires a long-term relationship with the selected vendor for ongoing data network and VoIP support and training. 1.7 Adams County School District 50 will not be modifying the existing dial plan. The intent is to use the current plan and replace the functionality of the current Cisco Call Manager with a hosted solution. 1.8 Current Data Network The data center is located in the Adams County School District 50 Data Center, located at 6933 Raleigh St, Westminster, CO The network is comprised of a fully meshed layer two Ethernet network. Currently this network provides both voice and data to all of the Adams County School District 50 s buildings and the intent is NOT to modify it. 1.9 Current Telephone System The existing voice system uses inbound PRI s for dial tone and uses the individual school building LAN s to distribute connectivity from each phone through the layer two WAN Ethernet back to the Data Center. All phones are IP phones. See Section 10 Attachments for a list of quantities, make and models It is the desire of the Adams County School District 50 to re-use the existing handsets, if possible. The requirement for any response is the vendor needs to provide pricing solutions with certified handset options as an optional item in the pricing for the Hosted VoIP service To comply with E-Rate regulations as to the eligibility of certain items, any responding vendor is required to line item the individual cost components of the items that make up the seat price. Submittals that do not comply with this 1 P a g e

4 Section 1.0 Project Overview requirement will be considered non responsive. Each line item MUST carry a certification of E-Rate eligibility, if eligible, from the vendor. 2 P a g e

5 2.0 INSTRUCTIONS TO BIDDER Section 2.0 Instructions to Bidder 2.1 All sections and line items of this RFP must be included with the Vendor RFP response and must be in the same format and sequence as the RFP response. If the original RFP format is not followed, the response will be rejected and not given further consideration Please indicate the level of compliance by using one of the following terms: Acknowledge The Vendor has read and understood the information provided; however, no action is required of the Vendor Comply Vendor meets the specifications Partially Comply Vendor meets part of the specification. Explain how, or the deviation Exception Vendor does not meet the specification. Please provide an alternative, when possible. Note: Only provide pricing in the appropriate pricing sections. 2.2 New system requirements and functionality are described in Sections 3.0, 4.0 and 5.0. Vendors are to use these sections, the included network diagrams and knowledge gained from the site visits to prepare their base RFP response. 2.3 Schedule of Events MILESTONE EVENTS 1. Issue RFP DATE Issuance Date 2. Written Questions Due DATE Response to Written Questions DATE Proposals Due DATE :00 MST 6. Evaluation of Proposal(s) DATE Contract with Selected Provider(s) DATE Issuance Date 9. Implementation Phase DATE System Testing DATE As Necessary for Implementation 11. Implementation completed DATE Note: Late questions, late RFP responses or late requests for modification will not be considered. 2.4 Vendor Questions, Inquiries and Clarifications All questions and clarifications must be ed and submitted by the date above. Copies of all questions and answers will be made available to all Vendors Direct questions regarding the RFP to: 2.5 Proposal Due Date 3 P a g e

6 Section 2.0 Instructions to Bidder Sealed Proposals must be received by 4:00 p.m. MST on the date indicated and at the address below. Definition of received is in the hands of. Postmark date of mailed materials will not be relevant. Note: Late RFP responses will not be considered. 2.6 Number of RFP Responses Vendors must submit three (3) hard copies of the RFP response to: Adams County School District 50 Technology Services Department Attn: Robie Orner 7002 Raleigh Street Westminster, CO P a g e Vendors must submit one (1) soft copy to each of the RFP responses to: Duration of Proposal Offer Price offers are irrevocable for 120 days following the proposal due date. Once a proposal is accepted, all prices, terms and conditions will remain unchanged throughout the contract period unless specifically agreed otherwise by both Adams County School District 50 and the successful Vendor The Adams County School District 50 has the right to accept or reject any and all proposals. This Request for Proposal does not bind the Adams County School District 50 to act on any response and purchase any other proposed systems or solutions. 2.7 General Requirements Bidders are to respond as per Section Adams County School District 50 reserves the right to amend this RFP up to seven (7) business days prior to the date set for receipt of Proposal Due. In addition, Adams County School District 50 may extend deadlines or withdraw this RFP at any time prior to an award. See In the event that the Vendor s work is being performed improperly, in a defective manner, or with equipment other than described in the bidder s proposal, Adams County School District 50 retains the right to terminate all work until such problems are corrected. Work stoppage due to defective work or equipment will not extend the system cutover deadline In the event the Vendor s proposal includes hardware and/or software manufactured by a manufacturer or supplier other than the manufacturer of the IP-based Communications system such as phones, voic equipment or other systems or functions as specified, it is mandatory for the successful Vendor to assume full responsibility for the installation,

7 Section 2.0 Instructions to Bidder integration and testing of all proposed hardware and/or software. The successful vendor must be certified on the proposed system Adams County School District 50 does authorize the use of subcontractors. All subcontractors must meet the same qualifications as the Vendor. 2.8 Adams County School District 50 Requirements Information to Bidders Proposal Opening and Award Only the name of each Bidder will be read at the opening. Proposals will be examined promptly after opening. An abstract will be provided upon request. No proposal may be withdrawn for a period of sixty (60) calendar days of the Proposal Opening date Bidder Qualifications No proposal shall be accepted from and no contract will be awarded to any person, firm or corporation that is deemed irresponsible or unreliable by Adams County School District 50. If requested, Bidders shall be required to submit satisfactory evidence that they have a practical knowledge of the particular supply/service bid upon and that they have the necessary financial resources to provide the proposed supply/service called for as described in this Request for Qualifications Right to Investigate Adams County School District 50 reserves the right to investigate and confirm the bidder s financial responsibility. This may include financial statements, bank references and interviews with past contractors, employees and creditors. Unfavorable responses to these investigations are grounds for rejection of the proposal No Commitment by the Adams County School District 50 This Request for Qualifications does not commit Adams County School District 50 to award any costs or pay any costs, or to award any contract, or to pay any costs associated with or incurred in the preparation of a proposal to this request, or to procure or contract for services or supplies. In acceptance of qualifications, Adams County School District 50 reserves the right to negotiate further with one or more of the contractors as to any features of their proposals and to accept modifications of the work and price when such action will be in the best interest of Adams County School District 50. This includes solicitation of a best and final offer from one or more of the Bidders Proposal Representation Each Bidder must sign the proposal with their usual signature and shall give their full business address on the form provided in this proposal. One of the members or by an authorized representative shall sign proposals by partnerships with the partnership name. Proposals by corporations shall be signed with the name of the 5 P a g e

8 Section 2.0 Instructions to Bidder corporation followed by the signature and designation of the President, Secretary or other person authorized to bind it in the matter and shall have the corporate seal affixed thereto The winning Bidder s RFP Proposal will be included and integrated into the final contract documents Adams County School District 50 will be using funds available from the Universal Service Administrative Company, School and Libraries Program, more commonly known as E-Rate. All vendors who submit a proposal must certify that they are in full compliance with the E-Rate rules and regulations, they are an approved vendor and do have a Supplier Identification number, SPIN Number and are not now or in the past have violated E-Rate rules and regulations nor are currently Red Sheeted by The Schools and Libraries Corporation. Failure to provide certifications will force the Adams County School District 50 to reject your proposal as non-responsive to RFP requirements. 6 P a g e

9 Section 3.0 IP BASED COMMUNICATIONS SYSTEMS 3.0 IP-BASED COMMUNICATIONS SYSTEM REQUIREMENTS 3.1 The proposed systems will incorporate approximately 1325 IP phones. The Adams County School District 50 will maintain a large number of their current analog (1MB) phone lines for alarm functions. The successful vendor will be responsible for integrating this system within the current Adams County School District 50 s system, utilizing current IP voice handsets and data network. As stated earlier, Adams County School District 50 will accept proposals that include replacement handsets. 3.2 Adams County School District 50 wishes to provide its employees with the best products and services to accomplish their tasks. Adams County School District 50 also needs to protect the same group by insuring that the technology is provided by reputable manufactures and vendors. Hosted VoIP is in its infancy and to minimize potential problems with vendors failing in the business and leaving the Adams County School District 50 with little or no options, Adams County School District 50 has established a simple list of minimum qualifications to help insure and protect Adams County School District 50 s investment The soft switch deployed by the winning vendor must be considered an industry standard and used by a minimum of 10 or more service providers The equipment used by the vendor to provide the switch environment must be of Central Office Equivalent or greater Adams County School District 50 requires the winning vendor support a fully redundant soft switch configuration. In case of a failure, Adams County School District 50 s traffic will automatically be re-routed to the backup switch with no interference with calls The minimum of two soft switches will be located at separate geographic sites The primary pricing should be shown with no provisioning for the future sites Line item pricing must be broken down and include E-Rate eligibility per component of the proposed solution. 7 P a g e

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11 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS Provide documentation describing the proposed IP-based Voice Communications system Describe the system in sufficient detail to understand system capabilities Describe the methodology proposed to test and certify the LAN/WAN infrastructure for available bandwidth, error rates and overall performance Describe the system s included redundancy options. Provide pricing for additional redundancy in the optional pricing table in Section 9. What levels of security (IP network security, toll fraud, etc.) does your proposed system provide? Provide any additional hardware and software required for different levels of security in the optional section. Provide options in addition to the basic system to provide redundancy. Provide as an option with associated line pricing Describe your reliability/redundancy model Describe options on how voice traffic can be re-routed in the event of a component failure Provide flow chart along with other available vendor documentation describing the trouble reporting and the vendor s problem escalation support model. Any equipment, features or options requiring additional maintenance support cost should be detailed in the optional items section on the pricing spreadsheet located in Section Port Counts and Port Configuration The current IP phones are included with this RFP The proposed systems counts are presented on the attached document for pricing. 4.2 IP-based Communications System Requirements The successful Vendor will be required to provide a complete Hosted VoIP communications system utilizing Adams County School District 50 current phones and LAN/Private WAN. The installation will include: Voice mail/unified messaging End to end system tests Training for station users and system administrators, System and training documentation, On-going technical support, including support via telephone and field engineering services Full E911 support, including, location name, location address and room number reporting. 9 P a g e

12 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS It is mandatory for the successful Vendor to assume full responsibility for the installation, integration and testing of the Hosted VoIP system for Adams County School District 50 s VoIP Communications Vendor will interface and be the single point of contact for the Hosted VoIP portion of the project and work with for the wide area network Adams County School District 50 manager and or connectivity issues between sites and to the PSTN. The successful vendor will coordinate with the current dial tone provider and insure the successful porting of Adams County School District 50 s DID numbers to your switching system and assume full responsibility for this coordination or voice and data circuits Provide seat and implementation pricing information on pricing sheets Vendors may offer alternate solutions and an option in addition to the requested solution as long as they meet the base design intent. For award determination the basic system as specified will be used to determine Lowest price as defined by the School and Libraries Corporation, price is the primary factor requirement. All other additional features that Adams County School District 50 in its sole determination, will positively impact the system will be evaluated and rate in a separate category for determining the overall winner Vendors must provide the same or additional functionality between Adams County School District 50 and other Adams County School District 50 sites, as presently in use. Currently the functionality would include: Voic Message Waiting Caller ID, name and number Four Digit Dialing Voice mail to services Administration functions will be located at Adams County School District 50 Data Center, but capability to work remotely is required Please describe the systems method to provide the ability to send and receive calls remotely The proposed system must provide a % reliable, state-of-the-art, Hosted VoIP Communications system with full networking capabilities. Please describe how your system meets the % reliability standard The proposed IP-based Communications system must conform to North American industry standards and be registered for compliance with Part 68 of FCC rules and regulations pertaining to the connection of terminal equipment to a network. The IP-based communications system must also comply with Part 15, Subpart J, of FCC rules and regulations dealing with Electro-Magnetic Interference (EMI), and it must be Underwriters Laboratory (UL) listed as complying with the requirements for telephone equipment, UL 1459, if applicable. 10 P a g e

13 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS IP-based Communications system architecture must be modular and capable of growth without major disruption. The proposed system must integrate voice mail and unified messaging services. 4.3 IP-based Voice Communications System Configuration/System Wide Features. Identify any optional features that are not included in the base system. Pricing should be broken out so as to identify cost as basic and premium pricing for optional features and equipment (match with beginning of RFP) The following is a list of required features, but it is not meant to be all inclusive: System Wide Administration Dialed number translation (inbound and outbound) Audio Conferencing capabilities included in base system Provision for meet-me and spontaneous type conference calls as a separate line item Video Conferencing capabilities included in base system and upgrade port numbers and associated cost as an alternate price Provide any additional cost involved with implementation Provide Software and Hardware associated cost required to use the PC for video conferencing and all other devices qualified on your system. Specify the number of users that can be on a conference at one time and the number of conferences available Please provide pricing for the minimum number of ports Extension mobility (optional) (describe feature capabilities) QoS statistics for both phones (IP Port) and calls Extensive reporting capabilities for traffic monitoring, call detail records Flexible assignment of permissions and authorizations at the phone level Malicious call trace Ability to distribute trunking over multiple gateways to reduce possibility of total trunking failure Survivable remote locations Music on-hold Call account codes Please list and describe VoIP Voice Codec available and supported Call recording-record on demand 11 P a g e

14 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS Ability to record calls, initiated with the push of a button on the phone. Full time recording with a minimum period of storage of calls Auto reroute features for calls to handsets that fail to register on the Hosted VoIP switch Other features required for the IP-based Communications system include: Reliability and survivability: Should either a main or large network nodes go down all other locations and remote users who still have Internet access must remain fully functional Speed dial capability that is programmable by either the administrator or the end user. (By Individual or Group) Quick and easy call transfer to either a dedicated client or an offpremises number (speed dial for off-premises transfers) Centralized voice mail/unified messaging system with onsite and offsite notification capabilities. This includes message waiting indicators for onsite site clients, outcall notification via phone or pager for offsite clients, and Unified Messaging/ integration. Voice Mail must be able to be delivered as an attached wave file to an sent to the client via the system Provide E911 location information so 911 calls from all sites show proper address and location. The system must at minimum identify the physical building address, floor and assigned space description to the Public Safety Answering Point (PSAP). Explain how the system accounts for phones, if at all, that are physically moved within the network Voice mail/unified messaging must have individualized autoattendant capabilities for after-hours calls to each client The entire enterprise must appear as a single system. Stations at satellite locations must have the same functionality as extensions. Call queuing with announcement (i.e. Thank you for calling, your call will be answered shortly) should all attendant positions be busy Outbound Caller ID The system must be capable of providing either a specified caller ID number on no caller ID number based on the user extension number, both name and number Domestic Long Distance outbound to be included in the trunk or seat pricing DID s and E911 services per phone are to be included in the base price Paging: Hosted VoIP system must support an emergency broadcast paging interface Service must be compatible with installed paging system Provide an interface to the IP paging system initially to cover Adams County School District 50. The system shall be capable of addressing IP devices and interfacing with a traditional amplifier and 12 P a g e

15 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS paging speakers. The system shall be expandable to cover other installations of the selected IP phone system Provide information for utilizing the phones for paging Provide information for supporting a single key emergency all station paging system. This is a preferred application and will be considered for points outside of the base system requirements The system shall be capable of interfacing with a traditional 25V 70.7V or 100V system through the use of an IP Zone Controller or some other equal method The paging system must appear as a single system and support each entire building The IP interface must support and allow for an all zone page to IP phones and external paging speakers Telephone Sets, if quoted; Fixed or Virtual function keys must minimally include the following: Hold Transfer Speaker On/Off Redial Conference Recall Microphone XML interface Please describe telephone sets, including wireless , that are available including sizes, configuration and capability. Provide pricing for these sets in the Pricing Section. (Provide brochures with the bid response) If a vendor other than the Bidder manufactures the IP phones please provide details on the relationship and how phones are certified to work with the VoIP communications platform It is mandatory for the successful Vendor to assume full responsibility for the installation, integration and testing of the hardware and/or software. How will software releases (including dot releases) from the manufacturer be tested and certified for use with the VoIP Communications platform? Please provide the PoE current draw and power requirements for each phone listed Please describe the hardware and software based attendant consoles including configuration and capability. Include soft console options. Provide pricing for this option in the Pricing Section. (Provide brochures with the bid response.) 13 P a g e

16 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS Telephone sets must support Power over Ethernet (PoE) IEEE standard af ADA Compliance Provide and describe equipment and options to provide compliance with Titles II, III and IV of the Americans with Disabilities Act of 1990, Sections 251 and 255 of the Telecommunications Act of 1996, and Section 508 of the Workforce Investment Act of The proposed solution must be properly designed and configured to provide all the accessibility features required to be Section 508 compliant. If applicable Describe and provide, as an option, additional equipment that may be needed, in order to ensure full compliance with Section 508 and the cost of any additional equipment. This is not meant to be a complete list of requirements Mobile headsets Provide information about mobile headsets that are available for the proposed system. These headsets will be used in the operating vicinity of a user s regular phone. 4.4 IP-based Communications system port configuration Describe the client user interface to manage, configure or change settings on an individual group or total systems level. Provide information, brochures or data sheets showing the user interface. 4.5 System Management and Support Identify maintenance tool(s) that are part of system and options including tools that provide identification of network problems The proposed solution must include a GUI/web-based management application accessible from any IP network location, See The management application will be used to manage, monitor and administer the entire system. Ability to VPN into the system and make changes from remote locations How are errors and alarms reporting handled? 4.6 After-Sale Support and Future Issues Describe any required software licenses for the system. The upgrade policy and at what point are additional costs incurred Describe your support program What is your upgrade policy? How often is software upgraded? Are new releases compatible with previous releases? Are upgrades provided at no charge? During the warranty/maintenance period? 14 P a g e

17 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS Describe the methods of communicating with Adams County School District 50 regarding new releases, user training, user meetings or maintenance issues Describe your remote diagnostic and support capabilities What is the guaranteed delivery time from date of contract signing or purchase order for equipment? Include any process or information that needs to be accomplished or provided by Adams County School District 50 in order to meet that time line No products or services proposed for this project should have an end-of-life notice. 4.7 Security Please describe the authentication processes embedded in the proposed Adams County School District 50 solution to prevent unauthorized access to common control elements, and abuse of the Hosted VoIP Communications Platform. In addition please address the following IP Phone Settings web page Additional security features embedded in the VoIP Communications Platform. 4.8 Test Acceptance Does voice encryption provide any change in system size limitation or require additional hardware to meet system capacities specified Please describe in general what testing procedures will be employed to ensure that a solid design is provided. The testing procedures will include, but is not limited to: Hosted VOIP-based Communications system ON LAN and WAN Network testing to insure QOS configuration provides a high level of voice service throughout the facility Please list additional testing requirements that the Vendor will provide to ensure quality of calls on the network Internal, Local, Long Distance, International calls are able to be made Auto Attendants and Call handlers are working correctly Operation of any DID that are on FXO and FXS cards are working Toshiba Fax are working, including any FAX numbers attached analog cards. 4.9 A Voice Mail/Unified Communications (UC) system which will support all Adams County School District 50 users Describe the Unified Communications solutions available. 15 P a g e

18 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS Base System Requirement: Unified Messaging Optional System: Optional capabilities Describe in detail the presence capabilities of the proposed system and provide pricing The Vendors proposed centralized Voice Mail/Unified Communications system must be currently released, available and operational at other sites on or before the proposal submission due date The Voice Mail/UC system must allow off-network access to mailboxes and messages The Voice Mail/UC system must provide message-waiting indicators across all sites via the network The Voice Mail/UC system must have the capability for out-call notification to pagers, cellular phones, text messaging or (Unified Communications) The ability to change the routing of out-call notification by a user, depending on the day of the week or time of day, is required The Voice Mail/UC system may be required to support multi-language prompting. List the language options available The Voice Mail/UC system, are there limitations to the storage size on the voice mail system. Please state the limit per user The Voice Mail/UC system must be password protected to prevent unauthorized access. Describe such capabilities Describe Voice Mail/UC System Administration capabilities Solution must support voice to text messaging Solution must support the ability to send a voice mail as an attachment to an Please provide documentation describing the proposed Voice Mail/UC system A voice mail box is required per DID user. Do you meet this requirement as a function and is it included in the price per seat? 4.10 Automated Attendant Features The proposed voice mail/unified messaging system must accommodate multiple levels of Automated Attendant menus of various lengths. Describe such capabilities. How many menu layers are supported? After reaching the Automated Attendant, callers must be able to enter single-digit menu choices for automatic transfer, as well as the opportunity to reach live assistance. The system must provide a names directory by employee and department The proposed system must provide the ability to have calls answered by an operator during the day and an auto attendant at night. Please describe how this works. 16 P a g e

19 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS Automated Attendant must support automatic main greeting changes, including day, night and holiday schedules The attendant must be able to manually override the auto attendant schedule during the day to accommodate breaks, lunch, etc Identify the number of call handling scenarios, after hours, weekends, etc. that the system is capable of accommodating The Automated Attendant must transfer callers who do not select a choice within a given time frame to an answering position Describe in detail the type of security available at the menu and sub-menu level What is the maximum number of simultaneous user sessions supported by the proposed system? Once the maximum number of user sessions is exhausted, what is the next increment available for system expansion? If not already provided with the Voice Mail information, please provide documentation describing the Automated Attendant system in the RFP Response Provide a detailed description of the automated attendant features available on the proposed system Support for multiple languages (Optional) 4.11 Unified Communications Does your system support the following? If so, please describe Directory Integration End user programmed call screening, coverage and routing Presence management & control Social networking functionality (i.e. IM) Collaboration tools allowing for desktop screen sharing Please describe what desk desktop clients are supported Please list and describe call routing controls available Caller priority level Current station status Programmable by time-of-day/day-of week Integrated Messaging (voic and ) Describe the process for integrating your solution with an existing Exchange Directory or LDAP server Call Accounting Requirements Adams County School District 50 may require a call accounting system to be proposed as an alternate and not included in the base bid. Vendors must indicate how their proposed system will interface with VoIP 17 P a g e

20 Section 4.0 UNIFIED COMMUNICATIONS/VOICE MAIL REQUIREMENTS Communications platform system to provide the following reporting capabilities: Required Call reporting/billing capabilities Departmental billing Conference call billing Incoming flat fee plus an incoming per call charge Full call detail (call origination and destination) Other Reporting: calls missed, length of average call Toll fraud notification 18 P a g e

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