PHILADELPHIA GAS WORKS Voice Over IP Management Solution RFP # Addendum #1 Questions & Answers Questions and Answers Part 2 November 7, 2013

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1 Q1 Q2 Q3 Q4 QUESTIONS Can you find out what the reasoning is behind making each of the remote sites standalone sites? The majority of our customers are moving away from this method. It is more expensive and it does not take advantage of today's technology. I'd like to find out if we can provide a model where there are gateways with LSPs. For attachments D and I for the VoIP RFP, what are you looking for here if anything? Or is this purely a visual for those that are visual learners? Can PGW confirm that SPS Communications is the incumbent provider of services for the exiting Avaya PBX system? Will PGW publish a list of attendees at the mandatory pre-bid meeting? A1 A2 A3 A4 ANSWERS PGW s current system is designed that all calls (except calls within a site) are handled by the Montgomery switch. This centralized approach reduced the number of exchanges, allowed for more discounts (all incoming and outgoing calls are handled by the Montgomery switch) and reduced the overall cost of the system. However the greatest concern for PGW management is the single point of failure. In the event there is a problem with the Montgomery switch or due to a disaster at the Montgomery site all communications at all PGW sites is lost. Thus the insistence that each location be as close as possible to 100% non-reliance on another location. Attachment D is a visual of PGW s TLS and LAN network. Attachment I is a visual of the IVR. That is incorrect. The maintenance agreement for the existing AVAYA Definity G3Rv11 at PGW is solely with AVAYA. The list of attendees at the mandatory pre bid meeting is on PGW s web site, voice-over-ip-voip-solution Page 1 of 9

2 Q5 Q6 PHILADELPHIA GAS WORKS In the RFP, Tioga and Richmond Plant have the same addresses. The reason I ask is that in our sales tool when we have customers with multiple sites we have to get the addresses correct so we can keep everything in line from billing to techs going out on site when needed, etc. The 2 buildings I was asking about had the same exact address, but they were said to be on opposite sides of the road. Are the addresses the same or was there a small mistake in the RFP there? Can PGW please provide clarification to what is required in A5 A6 The Tioga site is located across the street from the Richmond Plant. The official address is 3101 Venango Ave, Philadelphia Pa is to be disregarded and Proposers are to complete attachments N, O and P section and in the RFP document? Q7 How many users require Single Number Reach functionality? A7 PGW currently has a limited number of users for Single Number Reach but hope to expand its usage in the future. Q8 How many phones would require Extension Mobility functionality? A8 PGW very much wants to explore Extension Mobility for field personnel who occasionally visit the Montgomery complex. Q9 How many users would benefit/require IP Phone touch-screen capability? A9 For the purpose of this RFP the number of touch screen IP phones is 835. On attachment B-1 all of the required IP phones for the Operations, Administration, Richmond and Passyunk Plants will be touch screen. For the remaining locations the required IP phones will be non-touch screen. Page 2 of 9

3 Q10 Q11 Q12 Q13 Q14 Q15 Q16 If a location does not have a centralized wiring closet for analog devices, please provide a quantity of analog stations on a per closet basis. Do any of the users require a headset connected to their phone? If yes, please provide the following information: o Do you prefer wired or wireless headsets o Do you prefer monaural or binaural What are the quantities of each digital phone you have today: o 6408D+ 6416D+: 6424D: Call Master IV: Avaya PBX - Does the Avaya Definity PBX support QSIG trunking? Can you provide a detailed list of the network gear (switches, routers, etc.) at the Meter Shop and Fleet locations? This information was not provided in any of the attachments or SOW. Do receptionists have any special requirements specific to their phone type? Do you prefer a physical or software console for these users? How many receptionists are a part of the PGW staff? RFP does not specify a requirement for vendors to provide cabling infrastructure. Additionally, no supporting A10 A11 A12 A13 A14 A15 A16 The site survey for each PGW location has not been completed thus the information requested cannot be provided at this time. However, the largest numbers of analog devices at PGW are Polycoms. At the Montgomery Complex there are approximately 3-4 Polycoms per floor. PGW does not require the cost of headsets to be quoted in this RFP. In the very near future a detailed inventory will be conducted at each location. For pricing please use attachment B-1. The Definity supports QSIG trunking however PGW does not use QSIG. PGW is in the process of upgrading the switch at the Fleet and Meter Shop to PGW does not have receptionists. PGW is not expecting a vendor to provide cabling. Page 3 of 9

4 information to identify cabling needs and requirements for each facility has been provided. Q17 Q18 Q19 However, based on PGW s response to question #75 listed on the Questions and Answers Part One document, it now appears that cabling infrastructure is a requirement for this project. Can you please confirm? If cabling is now a requirement, will an addendum be issued with detailed information (per location)? If cabling infrastructure is now a requirement, will PGW allow site visits so that vendors can properly determine requirements and propose appropriate/complete cabling infrastructure solutions? Existing Microsoft Lync 2010 Enterprise was confirmed in the Vendor Q&A. Please indicate whether this is a single frontend server or if you have a load-balanced pool consisting of 2 or more front-end servers. Also, please note if you are using hardware load balancers or only DNS load balancing. A17 A18 A19 PGW is not expecting a vendor to provide cabling. PGW is not expecting a vendor to provide cabling. Currently it is one server with DNS. With the implementation of VoIP it is felt that this will grow to several servers with load balancing. Q20 The majority of servers in our solution can be virtualized using VMWare or Microsoft Hyper-V. Should we include all server hardware in our proposal, or assume that PGW will virtualize wherever possible? A20 PGW will virtualize wherever possible Page 4 of 9

5 Q21 Q22 Q23 Q24 Q25 Q26 Redundancy at Passyunk plant: Knowing that 2 PRI s (at each Plant per Vendor Q&A document) would not be enough to fully support a major Montgomery outage, should we still base our initial design/pricing on 2 PRI s and assume that it will be discussed in more detail later? We did not find a reference to Faxing. Do the required number of analog ports include connections to analog fax machines? Also, do any users require the ability to send/receive faxes from their desktop? Should we include recommended headsets for a certain number of users, or would PGW prefer to evaluate make/model/cost later? Per Attachment B-1, do the 1025 Required IP Phones all belong to Enterprise users (not contact center), or are some of them for common areas? Our assumption is that the analog phones are for common areas. RFP indicates 1000 voic subscribers. Do contact center users also need voic in the new system? Our running user total is 1025 Enterprise (#5 above) and 300 Contact Center per Vendor Q&A document. Does PGW require integrated PSTN dial-in conference bridge functionality (in addition to internal on-demand) or will you continue to use a third-party service at this time? A21 A22 A23 A24 A25 A26 Correct. The number of analog connections includes fax machines. Providing users with the ability to receive faxes from the desktop is a topic of great interest to PGW to be discussed at a later time. The acquisition of headsets will not be a part of this RFP In the last columns of attachment B-1 there is a column labeled; Required number of IP phones, another column labeled required number of Call Center Phones, and a column labeled required number of analog. Call Center agents do not require voice mail boxes. PGW will continue to use third party service at this time. Page 5 of 9

6 Q27 Q28 Q29 Per Attachment B-1, connectivity of 482 analog phones to an IP-PBX requires a lot of Analog/SIP gateway hardware. Would PGW prefer to replace any of these with IP phones? Our standard Music on Hold uses a series of customizable WAV files placed on a server. However we can potentially integrate with your Independent Communications / Muzak receiver if it can be connected to an audio-in port on a typical PC soundcard. Q&A #61 says aux board (in the PBX). The PC/server would then stream that audio into the ACD system using our application. Please confirm if your receiver supports this type of connection to a soundcard, and if you would prefer to continue using that service rather than static WAV files. The Vendor Q&A document confirms that your Dialer system is only providing Agentless campaigns today. We were a little confused as Attachment K shows 30 agent audio ports. Please confirm that in the present configuration, the Dialer does not place calls based on agent availability and that agents are not involved in the handling of those calls, other than the A27 A28 A29 Please note that in Attachment B-1 the 482 analog ports are spread over 16 sites. The Operations and Administration Buildings have multiple floors. If you can devise a means to consolidate without requiring that a building, floor or department move from an analog to VoIP please present this in your response. In switching from an analog to VoIP connection, PGW must also include the wiring cost and the cost to switch the device (i.e., switching an analog Polycoms). This question appears to only address providing music on hold into the ACD system. Please keep in mind that music on hold is required when any call is placed on hold. At this early stage of the process PGW is not willing to contact its vendors to discuss every possible connectivity requirement to every proposed solution. In the event that you have no experience with Independent Communications in providing music on hold to the system and to the ACD that should be noted in your response along with requirements for possible connectivity. Confirmed. Page 6 of 9

7 Q30 Q31 Q32 Q33 potential for customers to be transferred to an ACD queue if you are providing that option with your outbound scripts. Can any additional details on the Dialer outbound scripts be provided at this time? (call flows and backend-integration requirements) 911 ETC Per the Attachment E diagram that shows an autoexport from PGW to 911 ETC, can you please confirm the method of data transfer to 911 ETC? For example, Web Services or FTP, and any requirements as to the data format. In the Attachment E for the 911 CrisisConnect diagram, shows a link between the PBX and call server admin platform, what type of link is it and what function, if any, does it provide for the customer, is it for automatic updates to provision the PS ALI database or something along those lines? For 911 calls, we forward the call based on ANI to the appropriate PSAP, and as long as the PS ALI database is updated correctly by the customer, it should function way PGW requires, just wanted to confirm if there is something that link provides that I am not accounting and that we understand what that may be. The dialer in attachment K, can the dialer place calls over IP with the VOIP Daughter Board much like an IP phone, or do we have to front end the device with a gateway to terminate A30 A31 A32 A33 This attachment will be ed to all interested parties. We a text file using Sperry Software to ETC 911 daily. There is a scheduler in the software that allows PGW to schedule the transmission of the file The PS/ALI database is update cy ETC 911. The emergency dispatcher get the location information from E911 We a text file using Sperry Software to ETC 911 daily. There is a scheduler in the software that allows PGW to schedule the transmission of the file The PS/ALI database is update cy ETC 911. The emergency dispatcher gets the location information from E911. At this early stage of the process PGW is not willing to contact its vendors to discuss every possible connectivity requirement to every proposed solution. In the event that you have no experience with Page 7 of 9

8 Q34 Q35 Q36 Q37 Q38 PHILADELPHIA GAS WORKS the T1 or ISDN Tie lines and convert to IP? Secondly, how many calls per second does the dialer place, we limit dialers to 10 cps and want to ensure that we don t exceed that or if customer has a way to limit the cps to a number under the 10 cps to ensure we meet that requirement with our proposed solution. What is the integration (serial, IP) between the E911ETC system and the PSAP/ALI database? Is there a VM environment at PGW that could be utilized for some on the components that may need to be provided? If so, what version of VMWare is in use? If VMWare is not in use, would you consider a VMWare based solution? 1What are the supervisor counts at the other locations? (Provided: There are 12 supervisors at the call center which is located at the Montgomery complex.) However the collections, commercial resource center, dispute resolution and customer review units also have supervisors, correct? How many named agents will you have configured in the proposed system? connecting a UIP Dialer from Aspect to your proposed solution it should be noted in your response along with requirements for possible connectivity. The dialer is set at 25 calls per second. A34 The integration between the E911ETC system and the PSAP/ALI database is done by E911ETC. A35 vsphere 5.00 A36 A37 A Q39 What is the maximum number of workstations that agents will A See above. PGW currently has vsphere 5.00 in place. The Collections Dept. has 4 supervisors Commercial Resource Center has 2 supervisors Dispute Resolution has 2 supervisors Customer Review Unit has 1 supervisor Page 8 of 9

9 log into at one time? Page 9 of 9