+- Meridian Public Schools Unified Communications Request for Proposal April 12 th 2012 Submitted by: Vendor Name: Phone #: Email:
TABLE OF CONTENTS 1. COMPANY OVERVIEW...3 2. INSTRUCTIONS...4 2.1. OBJECTIVE...4 2.2. SCOPE OF BID...4 2.3. RFP DEADLINE AND RESPONSE SUBMITTAL ADDRESS...4 2.4. COST TO PREPARE THE PROPOSAL...4 2.5. QUERIES OR CLARIFICATIONS...4 2.6. BID REJECTIONS...4 2.7. PROPOSAL VALIDITY...5 2.8. REGULATORY COMPLIANCE...5 3. RFP MILESTONES...5 3.1. TABLE I - VENDOR SELECTION PROCESS PROJECTED DATES...5 4. GENERAL TERMS AND CONDITIONS...6 5. VENDOR OVERVIEW...6 6. SYSTEM APPLICATIONS...6 6.1 MULTI-SITE CONFIGURATION AND SWITCHOVERERROR! BOOKMARK NOT DEFINED.6 6.2 SESSION INITIATED PROTOCOL...7 6.3 ACD...8 6.4 MESSAGING...9 6.5 INTEGRATION AND CUSTOMIZATION...10 6.6 REPORTING...10 6.7 CENTRAL ADMINISTRATION...10 7. SUPPORTING NETWORK...11 8. PRICING...11
1. Company Overview Meridian Public Schools is looking for a replacement enterprise telephony system. Meridian School District is replacing the current Siemens PABX with a state of the art IP- PBX telephony solution utilizing the school districts data network. There are total of (6) buildings: Meridian High School, Meridian Junior High School, Meridian Elementary School, Sanford Elementary School, Hillside Elementary School, and Meridian Administration Center. Project Scope of work 182 users currently, capability to handle growth to 250+ phones New system to include the following: 6 operators -Desktop productivity GUI interface (integration w/outlook) -Voicemail -Unified Communications -Presence management (With growth potential to support 100+ phones) - No offsite host server Small office: 1 phone, 1 fax, 1 internet connection Med office: 2-4 phones, 1 fax, 1 internet connection Large office: 5-7 phones, 1 fax, 1 internet connection) Integration into HQ telephony system, including all of the features indicated above except for Call Center features. 3
2. Instructions 2.1. Objective The objective of this purchase is to replace the Siemens system, which is at the end of its life cycle, with a state-of-the-art communications platform. To achieve this objective, Meridian Public Schools is soliciting proposals from qualified vendors to provide a replacement system to satisfy current and future needs. 2.2. Scope of Bid Respondents are invited to bid for all services as defined in this RFP/RFI. The scope of the response should be determined by the Respondents ability to meet the functional and technical requirements as defined. 2.3. RFP Deadline and Response Submittal Address Please provide by 2 pm on May 1, 2012 your response as (1) electronic copy and (3) printed copies with any pertinent information you deem necessary to craig.carmoney@merps.k12.mi.us Meridian Public Schools 3361 North M-30 Sanford, Michigan 48657 2.4. Cost to Prepare the Proposal No cost or expenses incurred by Vendors in response to this Request for Proposal, or participation in this competitive process, will be borne by Meridian Public Schools. 2.5. Queries or Clarifications All such communications shall be in writing, without exception, to facilitate and ensure fair distribution and record keeping of information. Please address all queries and requests for clarifications to: Craig.carmoney@merps.k12.mi.us Meridian Public Schools 3361 North M-30 Sanford, Michigan 48657 2.6. Bid Rejections Meridian Public Schools reserves the right to select or reject any or all responses based upon various criteria as defined. 4
2.7. Proposal Validity All terms and conditions, including price and discount schedules submitted by Respondents will be valid for a period of not fewer than 90 days following the date of submission of their proposal. Respondents are required to state this guarantee or better in their proposal. 2.8. Regulatory Compliance Respondents must represent that its proposal, including any and all work, materials, equipment, and network services, comply with governmental and telecommunications regulatory law, ordinances, and regulations within their respective jurisdictions 3. RFP Milestones 3.1. Table I - Vendor Selection Process Projected Dates Table I Activity Targeted Date RFP Release 4-12-2012 Cutoff Date for Questions 4-26-2012 Due Date for RFP Response / Proposal 5-1-2012 Response Evaluation Completed 5-3-2012 Two Vendor Finalists Selected 5-3-2012 Vendor Finalist Presentations 5-7-2012 Final Vendor Selection 5-7-2012 5
4. General Terms and Conditions All standard terms and conditions will be finalized as a part of the contract negotiation phase. Vendors are asked to submit copies of ALL boilerplate master contracts and agreements that would become part of a final agreement if a contract were to result. 5. Vendor Overview 5.1 Provide a brief overview of your company s product. Include history and experience. 5.2 Provide reference accounts in nearby area: -similar installation, did your company install the system? -list number of years your company has provided support at that location? 5.3 Which location/office will be providing installation services? Which location will provide ongoing support? 5.4 Provide Support SLA document. 5.5 How will billing for services be structured? 5.6 Provide contact information: Company name: Address: City, State Zip: Contact name/title: Contact phone: E-mail: 6. System Applications 6.0 E 911 Capable 6.1 Multi-site Configuration and Switchover 6.1.1 Each proposed UC system must employ a backup path of UC system connection in the event the primary route is down. Provide detailed architectural diagrams and descriptions of the proposed solution s primary connection path and backup/secondary connection path. Describe how the solution addresses Meridian School Districts requirements for constant uptime and high reliability. 6.1.2 Of the 3 general classifications of phone system technologies (proprietary, software based w/standard VOIP devices, hosted), explain the pros and cons 6
of your system in comparison to other types of phone systems. 6.1.3 Does your solution provide IP PBX integration to Microsoft s Outlook/Exchange? State what versions of Outlook & compatibilities. 6.1.4 What is the Telephony platform Operating System based on? 6.1.5 On what hardware/appliance is the system installed? 6.1.6 Does your system allow for seamless multi-site virtual, distributed offices? 6.1.7 Does your solution provide TCP/IP based local and wide area network call and information sharing? 6.1.8 Is your multi-site solution capable of being administered from a central location? 6.1.9 Can your system be administered from a remote location? 6.1.10 Does your system support remote employees? 6.1.11 Can your system intelligently route calls based on user location? 6.1.12 Does your system support real-time presence management? 6.1.13 Can users view presence, transfer calls and otherwise interact via voice and IM with their colleagues regardless of their location whether they are remote or at another location? 6.1.14 Can a single organizational dial plan be created and made transparent to all users? For example, setting up a 4-digit dial plan that lets users make long distance call to another user worldwide simply by dialing that user s extension. 6.1.15 Does your solution support call routing across all locations? 6.2 Session Initiated Protocol 6.2.1 Does your system support SIP from the Network to the Desktop? 7
6.2.2 Does your system support SIP natively? 6.2.3 Does your solution require SIP gateways? 6.2.4 Does your solution support standard SIP-enabled hardware? 6.2.5 Does your system require a SIP Proxy? 6.2.6 Does your solution offer remote survivability? 6.2.7 Please describe the benefits of your solution? 6.2.8 Does your solution offer flexibility for future growth? Describe: 6.2.9 Does your solution support interoperability with other communication services? 6.2.10 Does your solution offer a single point of administration? 6.3 ACD 6.3.1 Does your solution have the ability to route calls within a workgroup? 6.3.2 How are administrative changes to the solution made? 6.3.3 Can administrative changes be made remotely (off-site)? 6.3.4 Does your solution allow users to transfer calls to a specific workgroup? 6.3.5 Does your solution allow users to route call back request? 6.3.6 What type of routing configurations may be applied to calls? 6.3.7 Can the solution play a promotional message to customer while on hold? 6.3.8 Can the solution play an unlimited number of promotional messages based on workgroup queue? 8
6.3.9 Does the solution allow the users to leave a message rather than wait in queue? 6.3.10 Can the solution announce the estimated wait time for those in queue? 6.3.11 Does the solution allow users to return to previous menu? 6.3.12 How does the solution handle overflow calls within a queue? 6.3.13 Does your solution support real time monitoring? 6.3.14 Does your solution support screen pop to an agent via customer account number? 6.3.15 Does your solution support supervisor instant messaging coaching to an agent? 6.3.16 Does your solution support supervisor whisper coaching to an agent? 6.3.17 Does your solution allow supervisors to view real time workgroup queues? 6.3.18 Does your solution offer real time supervisory graphs and statistics? 6.3.19 Does your system support multiple simultaneous supervisory views? 6.3.20 Does your solution allow viewing of supervisor graphs and statistics from an off-site PC? 6.4 Messaging 6.4.1 Does your solution provide a single user interface for email, voicemail and fax messages? 6.4.2 Describe your voicemail solution? 6.4.3 Can users have their phone calls bound to other numbers when they are not available? 9
6.4.4 Are users able to access their voicemail from outside of the office? 6.4.5 How are users notified of new voicemail message or fax? 6.4.6 Does your solution offer a mobile access? 6.5 Integration and Customization 6.5.1 Does your application support Voice Response out-of-the-box? 6.5.2 Does your solution integrate to Microsoft Outlook allowing users to answer interactions within their Outlook user interface? 6.5.3 How do Administrators configure the solution? 6.5.4 Does your solution offer database options for IVR applications? 6.5.5 Does your solution offer an integrated webshare solution? 6.5.6 Does Your Solution support point to point integrated video from the desktop? 6.6 Reporting 6.6.1 Does your solution provide a standard set of reports? How many: 6.6.2 Does your solution provide the ability to customize/tailor reports? Please describe: 6.7 Central Administration 6.7.1 Does your solution provide a centralized administration point to configure the system? 6.7.2 Can Administrators configure the following: Custom Answering - Rule based Routing - Prompting and audio - 10
Robust Faxing (check) - Transferring - Dialing by name - 6.7.3 Is there one supervisor interface that displays real-time information from all segments of the solution? 6.7.4 What tools are available to supervisors to monitor performance? 6.7.5 Does your solution have a call activity view? 6.7.6 Does the proposed solution include industry standard SIP telephones? 6.7.7 What gateways are being proposed? 6.7.8 Provide a description of the system architecture. 7. Supporting Network 8. Pricing 7.1 Provided any network upgrades (hardware: switches, routers, software/firmware, redundant devices) required/recommended in order to adequately support the proposed UC system, they must be identified in both this section and section 8.1 Pricing Spreadsheet 7.2 What process and tools do you provide to analyze and optimize UWL s network performance and VOIP performance and reliability? 8.1 Provide the detailed costs of your proposed solution, hardware, training, implementation and maintenance/support, upgrade services. Must include any other required items. Show the costs for years 1,2,3,4 & 5. 8.2 List other services that will be provided that are a standard package of services provided to your customers. 8.3 What services does your company offer to assist customers in cost reduction? List opportunities for continuous improvement that will result in reduced pricing over the term of the agreement. 11