Van Buren County Unified Voice Communication RFP Table of Contents Contents 1 General Information and Instructions... 2 1.1 Company Profile... 2 1.2 Purpose of Project... 2 1.3 Goals and Objectives... 2 1.4 Current Telephony Environment... 3 1.5 Current Data Environment... 4 1.6 RFP Coordinator... 5 1.7 RFP Schedule... 5 1.8 Proposal Submission... 5 1.9 Vendor Site Tours... 5 1.10 Proposal Questions... 6 1.11 RFP Evaluation Factors... 6 2 Requirements... 6 2.1 System Capacities... 6 2.2 System Architecture... 7 2.3 Remote Sites and Local/Remote Survivability... 8 2.4 Remote Employees... 8 2.5 Scalability... 8 2.6 Interoperability... 8 2.7 Collaboration... 8 2.8 Phone System Features... 9 Page 1
1 General Information and Instructions This Request for Proposal (RFP) is being used to obtain proposals for a replacement of the current telephony systems in use at Van Buren County s Offices in Paw Paw, MI and at two of our remote offices, including Sheriff s Office (Paw Paw), and District Court (South Haven). These locations are currently served by an 8 year old equipment that is different at each location, including 3Com NBX v5000 and Nortel. This RFP is organized into the following sections: Section 1 General Information and Instructions Section 2 Requirements All vendors responding to this RFP must respond to section 2 and section 3 using the information provided in section 1. 1.1 Company Profile This RFP is for Van Buren County with 300 employees. Van Buren County is a Municipality. The government of Van Buren County operates the jail, maintains rural roads, operates the major local courts, keeps files of deeds and mortgages, maintains vital records, administers public health regulations and participates with the state in the provision of welfare and other social services. The county board of commissioners controls the budget but has only limited authority to make laws or ordinances. Paw Paw is the capital for Van Buren County with other offices located throughout the county. The expected growth is less than 3%. 1.2 Purpose of Project The purpose of this project is to replace the different telephony systems at our corporate office and remote offices with the best solution that provides a reliable, secure, scalable, and enterprise-wide communications platform designed to meet our corporate needs today and into the future. The solution must support, among other things, centralized administration, inter-site dialing and directory, advanced PBX features, inter-site voice mail with unified messaging, inbound call center functionality, in-house conferencing for audio, site survivability, emergency services, and support for remote and home office workers. The project is to be implemented in phases, starting with the replacement of the telephone system at our courthouse, cutting users over to the new system in a phased approach. The next phase of the project will be to replace the telephony systems at each of our remote offices, one at a time, adding them to the new communications solution. Some of the remote offices require different levels of survivability in cases of WAN failure. 1.3 Goals and Objectives The goal of this project is to replace our existing telephony systems with a state of the art communications solution with these objectives: Comprehensive solution from industry leading manufacturer and vendors Page 2
Reliable and scalable platform with minimum number of servers Cost effective total solution including product, installation, and maintenance Centralized administration and management of hardware and software Easy to use phones, applications, and features with superior voice quality Transparent features and dialing between phones regardless of location Centralized auto attendants and voice messaging to all users Centralized scheduled, ad-hoc, and dial-out conferencing services for internal and external users Choice of regular voice mail or unified messaging for all users Standards-based integration with other telephony applications Interoperability with existing PBX for migration Integration with corporate email 1.4 Current Telephony Environment Sheriff Dept./911 3com NBX v5000 Call Processor 3com NBX v5000 Gateway Chassis x2 NBX Analog line card x5 Analog Headset Gateway Card(supports up to 8 analog devices on the system) NBX digital Line Card 12 Analog lines 1 PRI 4 line phones Auto Attendant or Hunt Groups Internal calling Direct outgoing calls System to system calls route automatically Total number of IP phones 65 + 2 conference phones Annex/Court House/Admin 3com NBX v5000 Call Processor 3com NBX v5000 Gateway Chassis Analog Headset Gateway Card (supports up to 8 analog devices on the system) NBX T1/PRI Digital Line Card 24 Channel T1(Looking to Switch to PRI) 4 line phones Auto Attendant or Hunt Groups Internal calling Direct outgoing calls System to system calls route automatically Total number of IP phones - 180 + 5 conference phones Admin-FOC Nortel ICS 20 lines (7 for IVR, 9 Analog, 4 Tie lines to CourtHouse) 35 phone Page 3
South Haven 3com NBX v5000 Call Processor 3com NBX v5000 Gateway Chassis Analog Headset Gateway Card (supports up to 8 analog devices on the system) NBX T1/PRI Digital Line Card 1 PRI 4 line phones Auto Attendant or Hunt Groups Internal calling Direct outgoing calls System to system calls route automatically Total number of IP phones - 25 1.5 Current Data Environment Server Environment Exchange 2010 Windows Domain Structure 20mb symmetric to Internet (Paw Paw Admin) Cisco ASA5510 Firewall All switches connect to a Cisco 4506 Cisco 2821 (for T1 connections) Sheriff Paw Paw Fiber to Admin Cisco 3750 POE Switches Sheriff Hartford T1 to Paw Paw 1.5 mbs Cisco 3524 POE switch 3com power injector for standard POE Cisco 2600 Router Sheriff Hazen 10 MB symmetric connection to Paw Paw Admin Cisco 3650 POE Switches Court House Fiber to Admin Cisco 3750 POE Switches Annex Fiber to Admin Cisco 3750 POE Switches South Haven 20mb symmetric connection to Paw Paw Admin Page 4
Cisco 3750 POE Switches Admin (Paw Paw) Server environment location Cisco 3750 POE Switches 1.6 RFP Coordinator Upon release of this RFP, all communications concerning the proposal must be directed to the RFP Coordinator listed below. Name: Shafeeq Hameed Address:219 E. Paw Paw St Suite 202, Paw Paw MI Phone: 269-657-8200 Fax: 269-657-0508 Email: hameeds@vbco.org 1.7 RFP Schedule The schedule for this project is as follows: RFP Issued: <Day 1> Vendor Questions Due: <Day 1 + 7> Response to Vendor Questions: <Day 1 + 14> Proposals Due: <Day 1 + 21> Finalist presentations: <Day 1 + 35> Reference Checks: <Day 1 + 42> Selection of vendor and equipment: <Day 1 + 49> Implementation schedule due: <Cut-over Date - 14> Cut-over: <Cut-over Date> Van Buren County reserves the right to adjust this schedule as necessary. 1.8 Proposal Submission All proposals must be received in its entirety no later than 4/24/2014. Proposal responses are preferred in electronic form as an email message attachment in PDF format providing the entire response is included in one attachment. Proposal responses must be in the same structure as this RFP prefaced with an executive overview, requirements compliance information from section 2, and pricing information from section 3. 1.9 Vendor Site Tours There will not be a formal proposal conference conducted for vendors wanting a site survey of the main office facilities. A site visit is not required for the proposal but Van Buren County will be available to allow proposing vendors an opportunity to obtain first-hand exposure to the implementation environment. To schedule a site tour, contact the RFP Administrator. Page 5
1.10 Proposal Questions RFP questions must be forwarded to the RFP Coordinator. The preferred method of questions is via email. All official questions and answers will be in writing and made available to all vendors. 1.11 RFP Evaluation Factors Van Buren County will evaluate the proposals to determine the most advantageous proposal. We will use the following factors to evaluate the proposals listed in order from most to least important: Ability of the proposed system(s) to meet the stated requirements Proposed vendor experience and qualifications related to delivering, installing and maintaining the proposed system Total cost of ownership for the proposed system References of comparable installations noting quality of past performances Documented installation plans for off hours implementation Documented training plans for users and Information Technology staff System warranty, technical support and annual maintenance offerings RFP response document completeness 2 Requirements Vendors must provide brief, clear, and concise responses to the following requirements with illustrations where appropriate. 2.1 System Capacities The following table describes the number of IP phone sets that are required at each location. Location Basic Phones Business Manager Conference Phones Phones Phones 200 5 Paw Paw Court and Admin Sheriff 65 2 South Haven 25 WiFi Phones The following table describes the number of other types of stations that are required at each location. Location Paw Paw Court/Admin 17 Paw Paw Sheriff 19 Analog Card for Fax connections The following table describes the number of trunks and lines that required at each location. Location Digital Trunks Paw Paw Court 24 12 Sheriff 12 8 South Haven 12 4 Analog Lines PFTS Lines Page 6
2.2 System Architecture 2.2.1 Identify the manufacturer, make and models of the proposed solution, including a brief overview of the proposed solution. 2.2.2 Provide a network diagram that shows the system elements of the proposed solution including all locations. 2.2.3 The proposed solution must support end-to-end SIP signaling. Describe how SIP provides end-to-end signaling in your communications architecture. 2.2.4 The proposed solution must utilize Session Initiation Protocol (SIP) for communications to all handsets and media gateways. 2.2.5 The proposed solution must support the ability to integrate additional standards-based applications and devices with the base system. Describe how the proposed solution provides the ability to add and integrate standards-based protocol applications and devices to the base system. 2.2.6 The proposed solution must provide scalable and modular connectivity to the PSTN or legacy PBX in a single chassis. Describe the equipment and interfaces that are used to connect to the Public Switched Telephone Network (PSTN). 2.2.7 The proposed system must support connectivity of analog phones, fax machines, modems, and other analog devices. How are analog phones and devices such as fax machines connected to the system? 2.2.8 Describe how the proposed solution can be implemented in a manner supporting a planned migration from legacy phones to IP phones, with all users sharing the same voice mail system. Page 7
2.3 Remote Sites and Local/Remote Survivability 2.3.1 The proposed solution must support the deployment at selected remote locations of full call processing feature functionality with redundancy to the central system. 2.3.2 The proposed solution must optionally support the deployment of full voice mail and auto attendant feature functionality at selected remote locations. 2.3.3 The proposed solution must provide the ability to administer all locations from one phonebook incorporating extension dialing between locations. 2.4 Remote Employees 2.4.1 The proposed solution must support the ability for remote employees to use IP phones from a location that is remote to connect to the main IP PBX. 2.4.2 The proposed solution must support the ability for workers to use their IP phones at any location connected to the corporate network with their own extension and their own telephony/messaging configuration. 2.5 Scalability 2.5.1 The proposed solution must be able to scale number of IP Phones, voicemail boxes, and other features, as required over the next 5 years. 2.5.2 The proposed solution must be able to add call processing systems to remote locations without the need to add additional capacity at the central call processing system across the corporate WAN as we need them over the next 5 years. 2.5.3 The proposed solution must be able to scale messaging mailbox and auto attendant capacity. 2.6 Interoperability 2.6.1 The proposed solution must be architected on open standards with the ability to support other vendors SIP-based devices. 2.7 Collaboration 2.7.1 The proposed solution must easily integrate with Outlook, mobile devices, 3 rd party web applications as examples of collaboration. Page 8
2.8 Phone System Features 2.8.1 The IP Phone system must have features to enable customizable views for customers and administrators, allowing for individual access to calling, conferencing recording, call queues, reporting and troubleshooting capabilities. 2.8.2 Please select from the detailed feature list below the list of available features. Detailed Feature List Unified Communications Voice Over IP Conferencing Call Queues Fax Chat (instant messaging) Video Calling IMAP Mailbox Extensions Extensions IP Phone / ATA extensions Analog phone extensions Phone Feature Packs Profiles Call queue extensions Virtual extensions IVRs Set Distinctive Ring Rules Extension templates Control permissions for each extension 3, 4, 5 digit Extensions 6-digit Extensions Extension groups Calling Methods VoIP Analog phone lines T1/E1 phone lines Connecting multiple systems Call Control Hold Assisted Transfer Check Box Page 9
Blind Transfer Call Parking Do Not Disturb Send Calls Directed and Group Pickup Switchboard Profile Panel Chat Panel Company Directory Centralized presence Queue Member Click to call See who else is on the phone Drag and drop transfers Current call control One click on-the-fly recording Record others' calls Pickup others' calls Monitor, Whisper, Barge Queue supervisor view Call Parking Lot Panel Presence Google Maps Panel CRM Panel Panel Pops Screen Pops Voicemail Multiple Custom Greetings Custom Message Notification Flexible Voicemail Access Voicemail to your Email Inbox Automatic Mailbox Creation Voicemail Blast Groups 0 out of voicemail Call Queues / ACD One-touch Log in / Log out / Pause Unlimited Call Queues In Queue Call Routing Page 10
Queue Caller Timeout Queue Member Circuit Limit Route when max queue length reached Route when no members logged in Custom Music on Hold per Queue Invisible Queues Members Never Busy Announce Position in Queue Announce Estimated Hold Time Announcement Frequency Control Log-in queue members Permanent queue members Real Time Queue Status Historical Queue Logs Historical Queue Statistics Advanced Queue Charts Acknowledge Call Auto Log Off Queue Member Presence Ring All Round Robin Fewest Calls Least Recently Called Random Conferencing Simple Conference Room Meet Me Conference Center Listen Only Conference Calls Conference via handset Paging and Intercom 2-way Intercom 1-way Paging Overhead Paging Direct Paging and Intercom Music On Hold Custom Music on Hold Music on Hold included Queue specific Music on Hold IVR Page 11
Play Sound Record Sound Play Recorded Sound Email Recorded Sound Record Digits Say Digits/Letters Say a number Say date/time Dial Extension Send to voicemail Send to external number Go to another IVR menu Send call values to a URL Gate Keeper Conditional Clause Time Based Clause Change Language Alter Caller ID IVR Option Settings Send an Email Set Global Variable Get Global Variable Get Extension Status Get Extension Type Check User Password Perform Math Concatenate Variables Send Recorded Sound to Voicemail Store Recorded Sound in Sound Manager Upload Recorded Sound Play Sound From URL Merge Sounds Set Distinctive Ring Hint Remove Distinctive Ring Hint Online Tools Users Tool Suite Administrators Tool Suite Switchboard (Operator Console) Recording and Monitoring Page 12
Call Recording Call Monitoring Administration Phone Setup Disk-space quotas Bulk import for extensions Access Control Comprehensive Monitoring Distinctive Ringtones Logging and Reporting Scheduled Current Calls Call Logs Call Reporting Queue Status Queue Reports Error Log Voice and Data Integration Switchbox Extend XML API Call Creation API Call Event Notification API Outlook Integration Fire dialer Screen Pops Custom Sound Recordings Sound Manager Record same sound in multiple languages More Features Flexible Language Support Dial By Name Directory Custom Time Frames Upgradeable Hardware. Advanced Diagnostics IP Phone Diagnostic Tool VOIP Provider Diagnostic Tool International analog line support Organized Phonebooks Page 13
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