REQUEST FOR PROPOSALS FOR HOSTED VOIP SERVICES

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1 REQUEST FOR PROPOSALS FOR HOSTED VOIP SERVICES Positive Education Program December 19, P a g e

2 NOTICE TO PROPOSERS Notice is hereby given that Requests for Proposal (RFP) for Hosted VoIP Services will be received at Positive Education Program (PEP) no later than 12:00 PM on Friday, January 30, 2015 EST. The proposals shall be labeled Hosted VoIP Services, delivered and addressed to: Attn: Beth Gould Positive Education Program 3100 Euclid Avenue Cleveland, Ohio Three (3) hard copies of the proposal response must be submitted to the address above. ALL PRICING SHALL BE CONTAINED IN A SEPARATE SEALED ENVELOPE. Pricing will be the last criteria scored, but will be the highest weighted criteria pursuant to E rate specifications. Prospective respondents may request clarification to this RFP only by submitting a written request via to this address: All questions must be received no later than 12:00 PM on January 16, 2015 EST. All questions and answers will be posted before Friday January 23, Any Vendor who wishes their proposal to be considered is responsible for making certain that the response is received by the deadline. Vendors may view and download this RFP document on the PEP website at: Signature Shadi Roman Chief Operating Officer Positive Education Program 2 P a g e

3 Table of Contents Cover Page... 1 Notice to Proposers Table of Contents INTRODUCTION Project Objectives RFP Schedule of Events General Terms and Conditions Minimum Qualifications Cost of Proposals Right of Rejection Oversight, Omission, Error Notification of Successful Vendor(s) E rate Terms and Conditions Additional Information for the Providers Questions and Inquiries Contract Type RFP Revisions Submission Deadline Evaluation Criteria Best and Final Offer CURRENT INFRASTRUCTURE Current WAN Network Infrastructure Current LAN Network Infrastructure, Cabling, , & PCs Current Local & Long Distance Usage PROPOSAL FORMATS GENERAL REQUIREMENTS Hosted VoIP Specifications Product Specifications Phone Endpoints & Corresponding Extensions LAN Switches, VLANs and QoS Call Quality and CODEC Connectivity to Hosted Voice Services P a g e

4 4.2.5 Network Vision, Control Security Auto Attendant Features Unified Communications / Unified Messaging Overhead Paging Integration & Door Entry Integration Service Specifications Dial Plan Installation and Support Testing and Acceptance Plan Required Elements of Testing and Acceptance Plan Reporting Training Initial Training Ongoing Training Technical Support Billing Service Organization Control SOC NONCOLLUSION AFFIDAVIT QUOTE SUBMISSION FORM YEAR CONTRACT PRICES YEAR CONTRACT PRICES YEAR CONTRACT PRICES REFERENCES END OF RFP P a g e

5 Request for Proposal 1. INTRODUCTION This Request for Proposal (RFP) is intended to solicit proposals from all prospective offerors capable of satisfying Positive Education Program s (PEP) needs for enterprise Hosted VoIP services. PEP actively participates in the Universal Service Administrative Company s (USAC) Schools and Libraries E rate program. PEP understands that funding and eligibility for voice services, including interconnected VoIP services, are being phased out. There is still significant financial benefit to PEP, while funding is available. It is PEP s full expectation to apply for and receive funding for the eligible components as part of the winning solution in this RFP. Offerors shall provide a response outlining the roll out of Hosted Voice over IP (VoIP) services. Offerors responses will be evaluated and ranked based on the criteria described in this RFP. In addition to soliciting written responses, this document provides information to assist offerors in preparing their responses and facilitates the subsequent evaluation and comparison process. In that regard, this RFP: Provides information essential to soliciting meaningful recommendations and realistic commitments from the offerors; Specifies the desired format and content of proposals in response to this RFP; Outlines PEP s evaluation and selection procedures; Establishes a schedule for the preparation and submission of proposals in response to this RFP; and, Establishes a performance standard for the selected offeror. This RFP, and the selected proposal in response to this RFP, will be incorporated into the contract resulting from this solicitation; provided, however, that the contract may contain terms different from or in addition to this RFP and the successful proposal. For purposes of this RFP, the term vendor, and offeror are considered to have the same meaning. 1.1 Project Objectives Positive Education Program is planning to replace the disparate phone systems servicing its multiple buildings and locations with a modern and unified solution. In doing so, PEP seeks to address several challenges in the current environment including but not limited to: High costs of maintenance and support; Limited or inadequate functionality in current systems; Limited or inadequate support from manufacturers (including technical, hardware & software support); Difficulties in servicing old equipment (obtaining replacement parts, lack of expertise, etc ) Burdening our small IT Department with managing the maintenance of a phone system. In order to address these points and others, PEP has initiated an enterprise wide project to adequately plan for, select, and implement an enterprise wide Hosted VoIP service. The Project Scope section outlines the features and functionality desired in a future telephone system as well as the professional services activities to be a part of roll out. 1.2 RFP Schedule of Events 5 P a g e

6 The following RFP Schedule of Events represents the best estimate of the schedule PEP will follow. PEP has performed extensive planning work and has planned to meet the dates described below. Vendors are encouraged to hold the demonstration dates listed. If a component of the schedule is delayed, it shall be anticipated that the remaining components will also be delayed by a similar number of days. Event Estimated Date Request for Proposals Published December 19, 2014 Deadline for Questions From Vendors January 16, 2015 at 12:00 PM (noon) Eastern Deadline for Proposal Submissions January 30, 2015 at 12:00 PM (noon) Eastern Vendor Short List Selected February 6, 2015 Vendor Demonstrations February 10 thru 13, 2015 Begin Contract Negotiations February 23, 2015 Execute Contract With Winning Vendor March 4, 2015 Initiate Circuit/WAN Moves, Adds, Changes as March 9, 2015 necessary Order Equipment April 2015 Begin Implementations June 2015 Complete Implementations August General Terms and Conditions This RFP is not a contract offer. Receipt of a proposal neither commits PEP to award a contract to any Vendor, nor limits our rights to negotiate in our best interest. PEP reserves the right to contract with a Vendor for reasons other than price. Failure to answer any questions in this RFP may subject the proposal to disqualification. PEP may request clarifications and conduct discussions with any Vendor who submits a proposal. Offerors must be available for a presentation to PEP if a demonstration is deemed necessary. Products and services which are not specifically requested in the RFP but which are necessary to provide the functional capabilities proposed by the Vendor shall be included in the proposal Minimum Qualifications In order for proposals to be evaluated and considered for award, proposals must be deemed responsive. To be deemed responsive, the submitted proposal documents shall conform in all material respects to the requirements stated by the RFP, and, offerors shall document and validate the capability to fully perform all requirements defined by the RFP. Factors to be considered include, and may not be limited to: experience delivering Hosted Voice services, experience and expertise in E rate, reliability, capacity and other factors required to provide the services defined by the RFP Cost of Proposals Expenses incurred in the preparation of proposals in response to this RFP are the sole responsibility of the Vendor. 6 P a g e

7 1.3.3 Right of Rejection PEP will review the proposals for compliance with the procedural requirements set forth in this RFP and will reject any proposal that fails to meet the minimum bid requirements. Any deviation from the performance requirements or other terms of the RFP, informalities or defects, if in substantial compliance with the terms and intent of the RFP, may be accepted by PEP at its discretion. PEP reserves the right to accept or reject any and all proposals, or any part of any proposal, without penalty. PEP may award a contract to a single Vendor for all elements for the entire project or may award any of the elements separately. PEP fully reserves the right to cancel this RFP process due to non availability or non appropriation of sufficient funds. PEP shall notify Vendors of its intention to terminate at the earliest possible time Oversight, Omission, Error Any allowance for oversight, omission, error, or mistake by the Vendor made after receipt of the proposal will be at the sole discretion of PEP Notification of Successful Vendor(s) The successful Vendor(s) will be advised of selection through the issuance of a notification of award letter via . Any notification of the selection of the successful Vendor shall have no legal effect unless and until the parties negotiate a mutually acceptable agreement E-rate Terms and Conditions PEP expects bidders to make themselves thoroughly familiar with any rules or regulations regarding the E rate program. PEP intends to apply for discounts on the services/equipment listed in this RFP through the federal Universal Service Support Mechanism for Schools and Libraries, commonly known as E rate. Vendors submitting bids under this RFP must agree to meet the following conditions relating to the E rate program: The Vendor must have a valid E rate SPIN (Service Provider Identification Number), and must provide that SPIN in the Proposal submitted in response to this bid opportunity. The Vendor must agree to timely submission to the SLD a completed Form 473, Service Provider Annual Certification form, which provides updated contact information to the SLD for Vendor. The Vendor must also agree to provide a copy of the completed Form 473 to PEP. The Vendor must agree that invoicing for any products or services will begin on or after July 1, The Vendor must agree to promptly process PEP s E rate reimbursement forms that PEP will submit to the SLD in order to receive the E rate funds. The Vendor must agree to cooperate with PEP and promptly sign the Form 472 reimbursement when PEP presents it to Vendor. The Vendor also must agree that upon its receipt of PEP s E rate reimbursement, Vendor will, in turn, remit full E rate reimbursement to PEP. The Vendor must have an FCC registration number. 7 P a g e

8 The Vendor must separately itemize the cost of E rate eligible and ineligible products and/or services. The Vendor must be in good standing with the FCC and have no debts outstanding that are owed to the FCC and must not be on Red Light Status. Vendor s red light status constitutes a material breach of contract and PEP reserves the right to cancel the Agreement of the parties immediately and without incurring any termination charges Additional Information for the Providers PEP reserves the right to: Amend, modify, and cancel this RFP or not award any contract; Modify or add to the requirements contained in this RFP at any time after the issuance of the RFP for compliance by all providers; Award a contract for any or all parts of the RFP to one or more service providers and negotiate terms and conditions to meet requirements consistent with the RFP; Utilize any and all ideas submitted in the RFP proposals received; Request providers to clarify their proposals; Purchase the best overall proposal and not necessarily the lowest priced proposal in accordance with E rate rules where price of E rate eligible services is the factor given the most points in the evaluation among all of the various factors considered in the evaluation Questions and Inquiries Questions/Inquiries must be ed to: Answers to questions will be posted on PEP s public website at the following link: PEP may request clarifications and conduct discussions with any offeror who submits a proposal Contract Type The contract resulting from this solicitation will be a FIXED PRICE CONTRACT RFP Revisions Should it become necessary to revise any part of this RFP, addenda will be posted at: All addenda, amendments or changes issued shall be deemed received by Vendor provided they are posted on PEP s website. Failure of any Vendor to receive or acknowledge receipt of such addenda or interpretation shall not relieve any Vendor from any obligation under this RFP as amended by all addenda. All addenda so issued shall become part of the award. 8 P a g e

9 Submission Deadline In order to be eligible for consideration, proposals must be received at PEP no later than 12:00PM (noon), January 30, 2015 EST. Vendors mailing proposals shall allow sufficient carrier delivery time to ensure timely receipt of their proposal prior to the deadline. Any proposal received by PEP after the submission deadline, no matter what the reason, will be returned unopened. 1.4 Evaluation Criteria Selection shall be made of two (2) or more Vendors, deemed to be fully qualified and best suited among those submitting proposals, on the basis of the factors involved in the RFP, including price. Negotiations shall then be conducted with each of the Vendors so selected. The evaluation criteria in the following table are intended to be the basis by which each proposal will be evaluated, measured, and ranked. PEP hereby reserves the right to evaluate, at its sole discretion, the extent to which each proposal received compares to the stated criteria. The recommendation of the Evaluation Committee shall be based on the evaluations using the criteria. Table 1.4 Evaluation Criteria Criteria Description Maximum Score Cost of E rate Eligible Products Upfront Costs & Services Recurring Costs 25 points Cost of E rate Ineligible Upfront Costs Products & Services Recurring Costs 15 points Hosted VoIP & Product How well vendor meets requirements of Specifications Section points Service Specifications How well vendor meets requirements of Section points Demonstrations of Hosted PBX Perceived Ease of Use Success of Demo 15 points Experience, Data Center SSAE 16 / SOC 3 Certifications, References 15 points TOTAL POSSIBLE POINTS 100 points 1.5 Best and Final Offer A Best and Final Offer process may be initiated if it is determined to be in the best interest of PEP. Such process may be initiated following the publishing of the Vendor Short List, ongoing contract negotiations or at any other evaluation process step. Additional processes of scope and cost clarification may be employed as part of this evaluation process. 2. CURRENT INFRASTRUCTURE 2.1 Current WAN Network Infrastructure PEP s network consists of 9 buildings inter connected via fully meshed CenturyLink IQ Enhanced Port service (MPLS & internet). See WAN Topology diagram below. All of the CenturyLink Ethernet loops are CenturyLink s Native Premier. There is currently a 200Mbps Fiber Ethernet MPLS + Internet connection at PEP s Central Office location. All other sites have 40Mbps Fiber Ethernet MPLS + Internet, with the 9 P a g e

10 exception of the Willow Creek location, which has a 9Mbps 6xT1 bonded connection MPLS + Internet. Customer premise routers are owned and managed by CenturyLink. WAN Topology Central Office Cleveland, OH Hopewell Cleveland, OH MPLS/Inte rnet 200MB MPLS/Internet MPLS/Inte rnet Midtown Connections Cleveland, OH Prentiss Autism Center Fairview Park, OH MPLS/Internet CenturyLink Private + Internet Layer 3, IPVPN/MPLS Fully Meshed, Any-to-Any Carrier Managed Routers CoS/QoS 40MB MPLS/Inte rnet Ireland Cleveland, OH MPLS/Inte rnet MPLS/Inte rnet Phoenix Parma Heights, OH MPLS/Internet 40MB MPLS/Internet Greenview Shaker Heights, OH Wilow Creek Grafton, OH Fiber was too costly for WC, so 6 T1s were bonded together to total 9MB Eastwood Euclid, OH Adtran NetVanta 3430s at each /School Fiber Copper 200Mbps 40 Mbs 9 Mbs Location Name Central Office Eastwood Greenview Hopewell Ireland Phoenix Address Location Main Phone Number 3100 Euclid Avenue Cleveland, OH Sagamore Drive Euclid, OH Southington Road Shaker Heights, OH Franklin Boulevard Cleveland, OH East 63 rd Street Cleveland, OH Pearl Road Parma Heights, OH Connectivity CenturyLink Fiber Ethernet, 200Mbps, MPLS + Internet Fiber Ethernet, 40Mbps, MPLS + Internet Fiber Ethernet, 40Mbps, MPLS + Internet Fiber Ethernet, 40Mbps, MPLS + Internet Fiber Ethernet, 40Mbps, MPLS + Internet Fiber Ethernet, 40Mbps, MPLS + Internet CenturyLink Managed Router Juniper 4350 Adtran 3430 Adtran 3430 Adtran 3430 Adtran 3430 Adtran 3430 PEP Owned Firewall WatchGuard XTM 515 WatchGuard XTM 33 WatchGuard XTM 33 WatchGuard XTM 33 WatchGuard XTM 33 WatchGuard XTM P a g e

11 Prentiss Autism Brookpark Road Fairview Park, OH Fiber Ethernet, 40Mbps, MPLS + Internet Adtran 3430 WatchGuard XTM 33 Center Willow Creek North Durkee Road Grafton, OH Copper 6xT1, 9Mbps, MPLS + Internet Adtran 4430 WatchGuard XTM Connections 3134 Euclid Avenue Cleveland, OH Fiber Ethernet, 40Mbps, MPLS + Internet Adtran 3430 WatchGuard XTM *Adtran 3430 routers have (1) physical customer facing Ethernet interface and (1) physical WAN facing Ethernet interface 2.2 Current LAN Network Infrastructure, Cabling, , & PCs Currently PEP runs a mix of Cisco and HP LAN switches, running Gigabit speed to the desktop. All sites, except Prentiss Autism Center, will require Gigabit PoE switches as a service, as outlined in section LAN Switches, VLANs and QoS. Prentiss Autism Center currently runs Cisco SGE2010P 48 port Gigabit PoE switches. PEP recently audited all service locations and completed the necessary work to ensure there is CAT 5e or better cabling and to ensure there are data cable locations everywhere that a phone is required. PEP utilizes SolarWinds to monitor and manage its network. Although individual school locations do not maintain local servers, each school does support a wide variety of network devices, such as: multi function devices, IP cameras, web enabled whiteboards, wireless access points, IP Time Clocking Systems, etc. PEP utilizes Microsoft Office 365, Hosted Exchange and OneDrive. Lync is part of the Office 365 license, but there is no current deployment of Lync. PCs are running Windows 7 Pro, Office 2007, and web browsers are mostly standardized on Explorer. 2.3 Current Local & Long Distance Usage Across all nine locations, per month: 10,672 local calls for 25,954 minutes 773 domestic long distance calls for 2,252 minutes 3. PROPOSAL FORMATS Vendors must respond to each and every section and subsection feature request and identify whether they comply or do not comply and identify any and all exceptions. Format of the proposals shall follow the format provided in the following sections. Incomplete submissions may be subject to disqualification. Proposals shall be organized into the following major sections: (3) Hard Copies Quote Submission Form Located at the end of this RFP. 11 P a g e

12 Cover Letter The letter shall identify core team, provide name of contact person, phone number and , and summarize Vendor s history and other completed projects most relevant to the RFP. Executive Summary The Executive Summary shall provide an overview of the project and indicate the project s complexity and the Vendor s ability to resolve inherent project problems. This section should also include a brief narrative highlighting company s background and experience. Narrative should clearly demonstrate Vendor ability to provide the products and services required in this RFP. Company Background and History Describe experience of firm in general providing consulting/professional services. Describe relevant services carried out in the last 5 years which illustrate firm s experience as it relates to this RFP. Response to Requirements This section should be organized in a manner consistent with Section 4. General Requirements, Section 4.1 Hosted VoIP Specifications, Section 4.2 Product Specifications, and Section 4.3 Service Specifications of this RFP addressing each requirement in full indicating if able to comply or not comply and identifying exceptions. Required Attachments Noncollusion Affidavit, located at the end of this RFP References Form, located at the end of this RFP SOC 3 Report ALL PRICING SHALL BE PROVIDED IN A SEPARATELY SEALED ENVELOPE USING THE COST PROPOSAL FORMS Located at the end of this RFP. 3 year Contract Prices 5 year Contract Prices 7 year Contract Prices 4. GENERAL REQUIREMENTS PEP is seeking pricing options for 3 year, 5 year, and 7 year Hosted VoIP Service contracts. PEP is seeking proposals for a Hosted VoIP telephone system service that falls into the E rate program s Category One designation. PEP shall not be obligated to purchase any particular quantity of services detailed herein. The scope of this Request for Proposal (RFP) is for IP Phone Endpoints (E rate ineligible) and VoIP Services, connection services, ongoing support services, ongoing maintenance services, and training services. The system will be implemented in a scheduled rollout by location not to exceed six (6) months from the signing of a contract. Additional PEP resource planning has not been completed and will be based on the resource estimates and/or any staffing plan provided by the vendor. The vendor should provide a project manager to manage the rollout. Costs for the project manager should be included in the base bid price. 12 P a g e

13 Vendor must be capable of providing a solution where hardware is hosted at the Vendor s facility, with no customer owned equipment. Vendor must provide platform architecture with comprehensive capacity and instances to provide at least 99.99% uptime. The Hosted VoIP solution must include carrier dial tone and long distance services. E911 emergency services able to connect PEP s users with the appropriate Public Safety Answering Point (PSAP) and provide the correct fixed street address location. Vendor should have proven experience with deployments similar in nature and scale to what is being requested in this RFP. Vendor must be able to provide simplified billing (consolidated line item charges inclusive of relevant service option). Vendor shall Cost Allocate and provide documentation of any E rate ineligible items, such as handsets. All handsets should include full software management, and replacement warranty. PEP is interested in a rental/lease option for the handsets, which must be cost allocated, and an option to purchase the handsets. 4.1 Hosted VoIP Specifications Vendor is required to deliver a solution based on services provided by a telecommunications provider that is primarily based on monthly usage charges for tariff or contracted telephone services with little or no customer owned equipment. The solution must be turn key, and must be consistent with the current E rate Eligible Services List and funding eligibility guidelines for Category One service. The Hosted VoIP solution must include the following: Standard telephony features: E911, Caller ID, Call Waiting, Call Forward, Call Transfer, Call Hold, Music on Hold, Direct Inward Dialing, Direct Outward Dialing, Auto Attendant, Time of Day / Day of Week Routing, Distinctive Ring, Hunt Groups, Speed Dialing, 3 Way Calling, Message Waiting Indicator, Voic , and Local Number Portability. An online administrative interface to facilitate end user configurations, dialing privileges, and perform Moves, Adds and Changes. Integration with analog overhead paging systems. Integration with analog Door Entry systems. Local survivability arrangement to address a severe service outage when Hosted VoIP service may not be available. Local survivability is required for all locations. 4.2 Product Specifications Phone Endpoints & Corresponding Extensions 1) CLASSROOM TYPE PHONES & EXTENSIONS: Phone set features including but not limited to: supporting SIP, single line, hard or soft buttons for basic features, such as hold, transfer, mute, message waiting indicator, etc., scroll toggle bar, volume control toggle bar, speakerphone, menu keys, graphical display, 13 P a g e

14 DHCP, 802.3af, G.711 / G.729 Codecs; multiple ring tones, minimum 10/100 Ethernet switch, wall mount possible, and signaling and network services to support Vendor proposed solution. Classroom extensions shall be flat rate local & long distance domestic USA calling. 2) ADMINISTRATIVE PHONES & EXTENSIONS: Phone set features including but not limited to: supporting minimum four lines direct access, combination of programmable feature soft keys and hard keys for an assortment of features and services; full duplex speakerphone, mute, and headset buttons, volume control, built in headset connection, backlit grayscale or color graphical display, XML services support, SIP, G.711 / G.729 Codecs, headset support, 802.3af, DHCP; 1000Mb Ethernet switch; wall mount possible, and signaling and network services to support Vendor proposed solution. Administrative Phones should have some level of mobility available that allow calls to ring at the user s desk and their cell phone. Such features may be, but not limited to, Simultaneous Ring, Find Me Follow Me, Twinning, and Call Forwarding. Vendors may expect that anywhere there is an Administrative Phone there will also be a computer plugged into the phone, hence the need for 1000Mb. If the proposed phones require a Gigabit module or add on of any kind, it must be stated along with a picture. Administrative extensions shall be flat rate local & long distance domestic USA calling. 3) RECEPTIONIST: Each PEP location maintains its own Main Phone Number, which currently rings directly to each school as either a hunt group or to a receptionist. There needs to be either side car modules or a PC based or web based software for each school location to support a receptionist. Each receptionist should have the ability to answer and transfer all calls across all locations. 3) OTHER ENDPOINTS MOBILE PHONES, PDAs, and SOFT PHONES: Support for other end points such as mobile phones, PDAs, and soft phones are optional, but will be looked into. Table Extension Phone Counts Location Name Classroom Phones Administrative Phones Receptionist * Wall Mounts Virtual Extensions -no phone Overhead Paging Integration Door Buzzer Entry Integration Central zone 0 Office Eastwood Greenview zone 0 Hopewell zone 2 Ireland Phoenix zones 1 Prentiss zones 0 Autism Center Willow P a g e

15 Creek Connections *Receptionist counts were included in the Administrative Phone counts LAN Switches, VLANs and QoS Vendor shall provide LAN switches with configuration, management and replacement costs as part of the monthly recurring cost, or, if providing LAN switches is not part of a Vendor s capabilities, then the Vendor shall provide detailed recommendations and instructions, in their response, as to specific Manufacturer, Model #, and Configuration that will work best with their Hosted VoIP solution. In the latter scenario PEP will purchase the switches separately. Included here is a breakdown, based on the current physical cabling design and number of devices on each floor at each service location, of how many switches and how many ports are required. Table LAN Switch Requirements Location Number of ports on each switch are the minimum requested to support phones, in addition Name to data only devices. Any location with an Administrative Style Phone, expect that a computer will be plugged in. 1 Gig Uplinks are required. Stackable switches is NOT a requirement. PEP will give higher consideration if switches support Layer 3. Central 1 main closet location: Office (2) 48port PoE Gig switches Eastwood 1 main closet location: (1) 48port PoE Gig switch Greenview 1 main closet location: (1) 48port PoE Gig switch Hopewell Ireland Phoenix Prentiss Autism Center Willow Creek Connections 3 closet locations: Lower Level (1) 24port PoE Gig switch First Floor (1) 24port PoE Gig switch Second Floor (1) 24port PoE Gig switch 1 main closet location: (1) 48port PoE Gig switch (1) 24port PoE Gig switch 2 closet locations: Lower Level (1) 24port PoE Gig switch First Floor (1) 48port PoE Gig switch No New Switches. PEP will use existing Cisco SGE2010P 48 port Gigabit PoE. This location will run completely physically separate voice and data IP networks. Computers will not be plugged into the phone. 1 main closet location: (1) 48port PoE Gig switch 2 closet locations: Lower Level (1) 24port PoE Gig switch First Floor (1) 12port PoE Gig switch VLANS should be used for the purpose of supporting all SIP phone endpoints for each PEP location to reduce the amount of broadcast traffic and offer logical segmentation for easier troubleshooting. The VLANs shall be configured with the necessary QoS mechanisms to assure voice traffic will get the highest priority across all parts of the network Call Quality and CODEC 15 P a g e

16 A MOS (Mean Opinion Score) of 4.0 or above is requested to be achieved for end to end voice quality from the Hosted VoIP provider through and to each PEP site and phone level. Vendor is required to provide in the RFP response how they will achieve this and how they will provide acceptance testing to show the results for PEP. Acceptance test plan need to be included in the proposal. Vendor shall support G.711 standard. Others, such as G.722 or G.729, can be submitted to be utilized but the Vendor will need to show that call quality will not be degraded nor increased latency, nor increased jitter and that the MOS toll quality score will be at 4.0 or above Connectivity to Hosted Voice Services PEP is requesting that Offerors make their best recommendation with a detailed explanation of how PEP will connect to the Hosted Voice Services. The recommendation should specifically address: Call Quality Price Ease of Management Options that PEP is aware of and is requesting further clarification on, as well as a recommendation for, include: Public Internet Circuit installed directly into PEP s Central Office location with Hosted Voice distributed across existing MPLS network CenturyLink MPLS circuit installed into provider s data center Service Provider configuring Network to Network Interface (NNI) with CenturyLink and creating a routable Closed User Group (CUG) Any questions that Offerors need to be answered to make this recommendation must be asked by the Deadline for Questions From Vendors, January 16, 2015 at 12:00 Noon, EST. If it is necessary for PEP to request a NEW circuit or make changes to existing circuits, then the Vendor must provide detailed instructions, in the response. This way PEP can proactively determine costs of the changes before a final decision is made. The winning Vendor will be required to work closely with PEP and any 3 rd party circuit provider to offer assistance, consulting, and project management of the circuit installations or changes. Any such project management costs need to be included in the response Network Vision, Control Vendor should provide any necessary Session Border Controllers (SBC), router, or media/voice gateways to allow SIP traffic to traverse firewalls, to handle NAT/NAPT, and to support SIP signaling as required and as needed for successful operation and include as part of the leased service equipment. The SBC, router, or gateways shall all be managed by the Hosted VoIP Vendor. As part of the response Vendors should explain clearly what troubleshooting assistance they are able to provide in the scenario that there are call quality issues or outage situations. As example, this may include, but not be limited to, being able to show that an endpoint is registered, being able to see the SIP registration request and credentials, being able to see and monitor RTP traffic, being able to demonstrate and prove latency or jitter, being able to demonstrate bandwidth congestion, being able to identify VLAN assignments, and many other possibilities Security 16 P a g e

17 Security of the proposed Hosted VoIP solution, shall be addressed and provided by the VoIP Vendor in the bid; special SIP firewalls and/or other security mechanisms shall be provided and employed by the Vendor services; Vendor shall detail in the response about a plan and techniques to protect each PEP site and include in the bid price Auto-Attendant Features PEP requires auto attendant functionality at each location with the ability to have submenus, Dial by Name, Dial by Extension, with options for before, during, after school, and holiday routing options Unified Communications / Unified Messaging Because PEP has full licensing for Office 365, including Lync, there is no need for Vendors to quote vendor specific Unified Communications offers. Vendor shall provide options and a detailed explanation of how deeply their offer integrates with Hosted Microsoft Lync. Vendor shall provide options for Unified Messaging, defined here as a single location that consolidates Voice Messages and Fax Messages with integration into programs, such as Outlook and other offerings Overhead Paging Integration & Door Entry Integration Vendor shall provide the necessary analog extension services and equipment necessary to function with PEP s overhead paging systems and door entry systems outlined in Table Extension Phone Counts and provide programming of the SIP phone to access the paging system and door entry system based upon the correct DTMF codes. 4.3 Service Specifications Dial Plan PEP intends to keep its existing MAIN phone numbers at each location and to implement a four digit dialing plan. Vendor is required to gather customer telephone database information from each PEP site in order to understand the exact configuration and requirements. Uniform Dialing Plan for each PEP location shall be planned and provided and configured. MAIN PHONE NUMBERS AND NUMBER PORTING A total of phone numbers will need to be ported to the new Hosted PBX service. PEP will maintain analog POTS lines from AT&T (Frontier for Willow Creek location) for a main fax line and alarm lines, as needed. Service Providers must provide specific answers as to whether they are able to fully port each of these phone numbers: If a Service Provider is unable to port a number, then there must be a specific explanation of how to address that particular number. If Requiring PEP to utilize a different phone company to forward the numbers to the Vendor s service, it must be specifically stated how this will happen and what charges will be incurred by PEP. 17 P a g e

18 The winning Vendor shall act as PEP s agent in coordination of the provisioning of the services and porting of phone numbers with the losing local and long distance carriers on PEP s behalf. DID PHONE NUMBERS PEP is not currently utilizing Direct Inward Dialing phone numbers for any staff. However there may be an operational benefit in the form of a boost in productivity and improved customer service if certain staff are reachable directly. PEP would like to know what the options are to have DID phone numbers as needed for certain extensions Installation and Support The Vendor s proposal must address the following items: 1. A proposed migration/transition plan and installation timelines. 2. Project management to ensure delivery of the solution according to agreed upon specifications and timelines. 3. The Vendor will be responsible for visiting each PEP location, as required, or conducting the necessary phone calls with PEP assigned staff, to perform a site assessment including data gathering (including numbers to be ported, location of handsets, line hunting and other setup requirements), coordinate the deployment of handsets, and identify and train staff on use of the solution. 4. Account Manager / Account Support Staff a. Vendor shall provide a dedicated account manager who shall be responsible for the PEP contract. The proposed account manager s name and resume should be included in the proposal. b. The account manager shall receive all orders from PEP and shall be the primary contact for all issues regarding the contract. An account manager will be assigned to PEP over the life of the contact. c. Vendor account manager shall be familiar with PEP s requirements, standards and work to ensure that established standards are adhered to. d. Vendor shall provide adequate, competent support staff that shall be able to service PEP during normal working hours, Monday through Friday. Such representative(s) shall be knowledgeable about the contract, products offered and able to identify and resolve quickly any issues including but not limited to order and invoicing issues. e. PEP shall be supplied with the names, telephone numbers, addresses, and business addresses of the Account Manager, Service Representatives, technical support, billing support, and emergency service support personnel after award of the contract. This list must be kept up to date at all times. f. Vendor shall enable and allow, at all times, all of the following methods for routine and emergency communications between PEP and the Vendor: a) telephone, b) , and c) always available web portals. Vendor s proposal shall indicate the responsibility of each party and what equipment (both hardware and software) that must be procured in order to support the Hosted VoIP Services. This shall include but not be limited to the following: 18 P a g e

19 a) The existing PEP network equipment requirements specific requirements to support the voice signaling and RTP/RTCP traffic on PEP s network and proper interfaces and configurations required by Vendor. b) PEP site requirements what make/model/types of phones recommended to purchase; features of PoE switches to purchase (if switches are not included in the MRC, including QoS and VLAN requirements); and any other information Vendor will need to implement the project and provide services. c) IP addressing and Circuit Planning requirements: The Vendor shall detail any and all requirements for IP Address Planning, Circuit Moves, Adds & Changes, and/or requirements for the hosted services. d) Vendor shall describe in detail how a call will be made with the proposed solution including call set up, media content (voice call), and call tear down utilizing SIP signaling. INSTALLATION OF SERVICES Vendor must offer end to end solutions that include all aspects of successful Hosted VoIP installation and service launch, including: Planning and design and overall project coordination of all entities; Installation and configuration of on premise equipment; Configuration of phone sets (not E rate eligible); Vendor must provide detailed instructions, assistance, consulting, and project management for any circuit Moves, Adds, or Changes required for PEP to connect to Vendor s Hosted Voice Services. Leased on premise equipment shall be owned, operated, maintained and installed by Vendor. Please specify any other installation requirements, including inside conduit, outside conduit, rights ofway, extra equipment, power requirements, climate control, etc., that will be the responsibility of PEP and not the responsibility of the provider. Any additional costs and requirements of PEP must be specifically disclosed. Coordinate with PEP and each site as to the final configuration of all telephone sets and the Hosted VoIP telephone service operation including but not limited to: the programmable feature keys, speed lists, calling groups, call coverage patterns, hunt groups, etc Testing and Acceptance Plan Vendor shall provide a VoIP Service testing and acceptance plan no later than two months before the actual implementation that will certify that all services are installed and configured correctly. This proposed plan is subject to review and approval by PEP. Modifications to the plan may be required to gain PEP s approval. Vendors may choose to include a proposed Testing and Acceptance Plan in their responses. 19 P a g e

20 This acceptance plan and testing shall certify that MOS scores are 4.0 or above for each location and that continued monitoring using the provided Quality Metrics Measurements Monitoring Reports and Tools shall be provided and adhered to and used as a measure against the final negotiated SLA s Required Elements of Testing and Acceptance Plan Vendor shall be required to provide a final System Assurance for each location before PEP acceptance that the installation has been completed, in order to ensure that the service and equipment functions according to Vendor s proposal and specific requirements of each PEP site which should include the following: Ensure that the Hosted VoIP telephone system can meet PEP s general requirements as stated in the Specifications for each PEP site. Ensure that the Hosted VoIP system provides efficient day to day telephone communications. Ensure that the Hosted VoIP system interfaces with any other plant communications systems as stated in these Specifications (overhead paging / door entry). Proper network connectivity and LAN/IP/SIP services to each IP phone. Proper IP telephony service to each phone and extension assignment. E911 operation from any phone, reaching the appropriate PSAP and delivering the correct service address. Voice Mail Set up and/or Unified Messaging set up and training, ensure from each phone. Proper Auto Attendant set up including sub menus and hunt groups. Proper setup and operation of any DID extensions. Complete porting and proper pointing of main phone numbers to each PEP location. Proper operation of calling within each PEP site, local calling, and long distance access. Ensure proper toll quality voice. The Vendor shall demonstrate that the toll quality MOS score is at least 4.0 for each PEP site. Upon completion of the Hosted VoIP service configuration and testing, Vendor shall provide written notice to PEP of the cutover date, together with certification that the system conforms to the applicable Specifications and RFP requirements Reporting PEP will place higher consideration on vendors that can provide reports and metrics for QoS measurements/metrics and monitoring quality. 20 P a g e

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