IT-20120420-1OM Campus VoIP System For all questions about this RFQ contact: Isaac Barton, Issuing Officer Valdosta State University Valdosta, GA 31698 ibarton@valdosta.edu Please submit proposals via the Georgia Procurement Registry System as noted on the esource site. The Valdosta State University Division of Information Technology is seeking to purchase an onpremises campus Voice over Internet Protocol (VoIP) system to provide campus wide phone services and enhanced 911 capabilities. All bids provided must meet or exceed the specifications listed below. Award of bid will be pending final approval from the Board of Regents of the University System of Georgia Office of Information Technology Services. All bids must include all cost associated with deployment, training, and management of the VoIP system and must be accompanied by the following requested documentation: General Supplier Information Worksheet (attached to bid site) Vendor Response Checklist (attached to bid site) Training Plan (Requested in Section 8.1) Project Plan (Requested in Section 9.1) Managed Services Agreement (Requested in Section 10.1) 1. System Design and Architecture Requirements 1.1. Must support a minimum of (6) phone number exchanges 1.2. Must support a (4) digit dial plan 1.3. Must support a minimum of (8) PRI s 1.4. Must have capability to connect to existing public address system 1.5. Must provide a global phone directory 1.6. Must provide system and performance monitoring 1.6.1. Must provide monitoring in real-time 1.6.2. Must provide notification using at minimum the following two mechanisms 1.6.2.1. Email 1.6.2.2. SNMP 1.7. Must provide Message/Music on Hold capability 1.8. Must be fully compatibility with an HP ProCurve IPv4 networking environment Assistant Director of Information Technology for Enterprise Infrastructure Services Department of Enterprise Infrastructure Services Division of Information Technology Location Pine Hall Room 158 Address 1500 N. Patterson St. Valdosta, GA 31698-0195 Phone 229-333-5974 Fax 229-245-4349 Web www.valdosta.edu Email ibarton@valdosta.edu A Regional University of the University System of Georgia & an Equal Opportunity Institution
1.9. Must be SIP compatible 1.10. System must provide resiliency and high availability 1.10.1. Systems must be capable of being deployed in an Active-Active deployment 1.10.1.1. Must provide automatic failover 1.10.1.1.1. Must provide no loss of connections with sub-second failover 1.10.1.1.2. Phones must automatically connect to secondary 1.10.1.1.3. Failover device must be capable of being placed at a diverse location within the university campus network 1.10.2. VoIP systems must provide redundant component hardware 1.10.2.1. Components must be hot-swappable 1.10.3. Must be capable of deploying repairs and upgrades with no loss of service 2. VoIP Systems Feature Requirements 2.1. VoIP system must provide full call accounting for 2000+ extensions 2.1.1. Must provide a mechanism for call bill back 2.1.2. Must provide call tracking for the following 2.1.2.1. Inbound calls to the system 2.1.2.2. Outbound calls from the system 2.1.2.2.1. Must provide outbound tracking of the following 2.1.2.2.1.1. Local calls 2.1.2.2.1.2. Long distance 2.1.2.2.1.3. International calls 2.1.2.2.1.4. Non-toll free number calls 2.1.2.3. Internal calls made within the VoIP system 2.1.3. Must provide call accounting reporting 2.1.3.1. Must provide historical reports 2.1.3.2. Must provide real-time call data 2.2. System must provide conferencing capabilities 2.2.1.1. System must provide audio conferencing capabilities 2.2.1.1.1. Must support a minimum of 6 connections 2.2.1.2. System must provide video conferencing capabilities 2.2.1.2.1. Must support a minimum of 6 connections 2.2.1.2.2. Must support H.323 standard video conferencing systems 2.2.1.2.3. Must support standard computer webcams 2.2.1.3. System must provide web conferencing capabilities 2.2.1.3.1. Must support a minimum of 6 connections 2.2.1.3.2. Must support desktop sharing via the web 2.2.1.3.3. Required client software deliverable must be deliverable via web 2.3. System must provide Interactive Voice Response (IVR) 2.3.1. IVR system must provide caller option to use voice response or telephone button response 2.3.2. IVR systems must accept key press or voice response 2.3.3. IVR system must provide queue specific messaging 2.3.4. IVR systems must provide caller with their position in the current queue 2.3.5. IVR systems must provide capability to perform remote database lookups 2.3.5.1. Must be ODBC compliant 2.3.5.2. System must provide a ability to integrate 3 rd party systems and applications 2.3.5.2.1. Must offer UI macro scripting or API 2.3.5.3. Vendor or manufacturer must offer services to perform custom modifications
2.3.6. Caller must be allowed to enter call specific data (work order number, student/employee ID number) for processing 2.4. System must offer voicemail services for (1350) voicemail clients 2.4.1. Access to voice message from email as attachment 2.4.2. System must allow for automated attendant to transfer to voicemail 2.4.3. Systems must allow for a call to be manually transferred to a voicemail 2.5. System must be capable of providing Unified Communications 3. Phone and Handset Requirements 3.1. Vendor will provide (155) premium handset phones that meet the follow specifications 3.1.1. Phones must have full-duplex speakerphone 3.1.2. Phones must offer programmable keys 3.1.3. Phone must offer the following minimum required fixed feature keys 3.1.3.1. Hold 3.1.3.2. Mute 3.1.3.3. Transfer 3.1.3.4. Conference 3.1.4. Phones must be hands-free capable 3.1.5. Phones must offer a message waiting indicator 3.1.6. Phones must offer XML support 3.1.7. Phones must have a headset port 3.1.8. Phones must offer an integrated 10/100/1000 switch 3.1.9. Phones must be SIP compatible 3.2. Vendor will provide (155) handset expansion sidecars for premium handset phones 3.2.1. Sidecars must offer a minimum of 12 programmable keys 3.2.1.1. Vendor or manufacture must offer options for more than 12 programmable keys 3.2.2. Sidecars must provide status of programmed extensions 3.2.3. Sidecars must be PoE powered from phones power source 3.3. Vendor will supply (1720) basic handset phones 3.3.1. Phones must offer programmable keys 3.3.2. Phone must offer the following minimum required fixed feature keys 3.3.2.1. Hold 3.3.2.2. Mute 3.3.2.3. Transfer 3.3.3. Phones must offer XML support 3.3.4. Phones must have a headset port 3.3.5. Phones must offer an integrated 10/100/1000 switch 3.3.6. Phones must be SIP compatible 3.4. Vendor will supply (50) conference phones 3.4.1. Conference phones must offer full-duplex speakerphone 3.4.2. Conference phones must offer noise cancellation 3.5. Vendor will supply (50) headsets 3.5.1. Headset must be cordless (DECT) 3.5.1.1. Headset must not require a handset lifter 3.5.2. Headsets must offer noise cancelling 3.5.3. Must have at minimum 30 ft. range 4. Fax Services 4.1. Must receive fax messages from external senders using standard analog fax machines
4.2. Must provide configurable fax settings on a per user basis 4.3. Must provide monitoring of all faxes sent, received, or in process 4.3.1. Must provide notification using at minimum the following two mechanisms 4.3.1.1. Email 4.3.1.2. SNMP 4.4. Must be capable of integration with existing Active Directory services 4.5. Must provide SSL authentication 4.6. Must provide secure web client communications 4.7. Must enable compliance with regulatory legislation (HIPPA and Sarbanes-Oxley ACT) 4.7.1. Must provide user administration controls 4.7.2. Must provide encryption between clients and server 4.7.3. Must provide routing of sensitive documents to secure printers and multi-function devices 4.8. Must support Microsoft Windows Print To features 4.9. Must support standard T.37 compliant Multi-Function Devices 4.10. Must support the following document formats 4.10.1. Adobe PDF 4.10.2. Microsoft Word 4.10.3. Microsoft PowerPoint 4.10.4. Microsoft Excel 4.10.5. Microsoft Outlook 4.11. Must support the following delivery destinations 4.11.1. Email 4.11.2. Printer 4.11.3. Folder 5. Call Center Requirements 5.1. Vendor must provide (65) call center IP phone applications and agent licenses 5.1.1. Call center application must support full inbound/outbound call functionality 5.1.2. Must provide multiple line features 5.1.2.1. Must support hands free capability via a USB or Bluetooth headset 5.1.3. Call center application must support a message waiting indicator 5.2. Call center must support multiple queues 5.2.1. Must place incoming calls in hold queue if all lines are busy 5.2.2. Call center must offer supervisor ability to manually reassign calls to different call queue 5.2.3. Call center must support priority queues 5.2.4. Call center must support a holiday/office closed queue 5.2.5. Call center must support escalation queues 5.2.5.1. Call center must support supervisor notification 5.3. Call center must support skills based call routing 5.3.1. Must support a minimum of 10 skill groups 5.4. Call center must support on-hold messaging 5.4.1. Must provide caller with position in queue 5.4.2. Must be able to provide informational messages 5.4.3. Must offer caller with option to exit the queue and request call back 5.5. Call center must offer agents the following options 5.5.1. Must fully support hold functions on handsets or call center IP phone applications 5.5.2. Must offer mute line function on handsets or call center IP phone applications 5.5.3. Must allow agents to set status to Not Ready so as to not receive the next incoming call
5.6. Call center must offer call transfer and conference functions 5.6.1. Must allow for transferring of calls via lookup in internal system phone directory 5.6.1.1. Systems must allow for a call to be manually transferred to a voicemail 5.6.2. Must log all call transfers 5.6.3. Must allow agent to add third member to the call 5.7. Call center must provide call monitoring 5.7.1. Must provide caller with audible message that calls may be recorded 5.7.2. Must provide option to record calls for supervisor review 5.7.2.1. Must allow agent initiated recording 5.7.2.2. Must allow supervisor initiated recording 5.7.2.2.1. Must offer configurable recording frequency controls 5.8. Call center must provide call transaction tracking 5.8.1. Call center must keep transaction records on all calls 5.8.2. Call center records be sortable based on agent and include, at minimum, the following with a configurable date range: 5.8.2.1. Must provide number of calls handled 5.8.2.2. Must provide average total handle time 5.8.2.3. Must provide average total hold time 5.8.2.4. Must provide average total not ready time 5.8.2.5. Must provide call history 5.9. System must offer capability to perform an outbound campaign 5.9.1. Must provide capabilities for preview dialing 5.9.2. Must provide services to integrate campaign specific call script 5.9.3. Must be ODBC compliant 5.9.4. System must provide a ability to integrate 3 rd party systems and applications 5.9.4.1. Must offer UI macro scripting or API 5.9.5. Vendor or manufacturer must offer services to perform custom modifications 6. End-to-End Security 6.1. VoIP Systems must provide the following general security features 6.1.1. Must protect the transmission of data 6.1.1.1. System must prevent eavesdropping 6.1.1.2. System must prevent interception of data including but limited to the following 6.1.1.2.1. Voice and data conversations 6.1.1.2.2. Call control signaling 6.1.1.2.3. Authentication credentials 6.1.2. System must protect against modification of data 6.1.2.1. Systems must offer access controls for configuration management 6.1.3. Systems must provide security features to ensure availability 6.1.3.1. Must provide protection from Denial of Service attacks 6.1.3.2. Must provide protection from malware, worms and viruses 6.2. Systems must provide encryption of data transmissions 6.2.1. Must encrypt call control signaling 6.2.2. Must encrypt voice steams 6.2.3. Must encrypt data streams 7. 911/E911 7.1. All calls made to 911 must be sent to the local 911 emergency center 7.1.1. Must allow university police to monitor all calls made to 911 emergency center
7.1.1.1. Must allow university police to break-in on 911 calls 7.1.2. Must record all calls made to 911 7.2. Must provide location services to identify phone and location for all emergency calls 7.2.1. Must provide at minimum the following information: 7.2.1.1. Call back number 7.2.1.2. Address, building, and room number 7.2.2. Must be able to do so using an HP ProCurve IPv4 network 7.3. Must provide 4 digit dialing for on campus emergency 7.3.1. VoIP phones must be able to reach University Police dispatch by dialing x5555 and reach their external analog phone line 7.3.2. Must record all calls made to extension 5555 from campus VoIP phones 7.4. Must provide University Police dispatch onsite notification of emergency calls via the following: 7.4.1. Must provide a pop-up notification to dispatch computer 7.4.2. Must provide email notification 7.4.3. Must provide SMS notification 7.5. Vendor must supply a list of all customer provided equipment (CPE) required to support all 3 rd party E911 solutions if provided as part of the VoIP solution. Shall include but not limited to the following 7.5.1. Hardware 7.5.2. Software 7.5.3. Maintenance and support 7.5.4. Additional/optional licensing 7.6. Vendor must identify all costs associated with implementation and testing of E911 services 8. Training 8.1. Vendor must provide a training plan to meeting the following requirements 8.2. The following training must be available to university staff either by vendor or manufacturer 8.2.1. Vendor or manufacture must offer training utilizing at minimum one of the following 8.2.1.1. On-site training at the university 8.2.1.2. Web-based training 8.2.1.3. Training at vendor site 8.2.2. Vendor will provide training of (10) university staff for the administration of VoIP system to include the following 8.2.2.1. Voice server 8.2.2.2. Endpoint deployment 8.2.2.3. Call accounting 8.2.2.4. Call center management 8.2.2.5. Conferencing 8.2.2.5.1. Audio 8.2.2.5.2. Web 8.2.2.5.3. Video 8.2.2.6. Development platform for 3 rd party application integration 8.2.2.7. E911 8.2.2.8. Fax services 8.2.2.9. Interactive voice response 8.2.2.10. Outbound campaign 8.2.2.11. Voicemail
8.2.3. Vendor will provide Train the Trainer instruction of (10) university staff to include the following 8.2.3.1. Basic phone operations 8.2.3.1.1. Speed dial configuration 8.2.3.1.2. Call forwarding 8.2.3.1.3. Call forward to voicemail 8.2.3.1.4. Transfer/conference 8.2.3.1.5. Using internal phone directory 8.2.3.1.6. Sidecar configuration 8.2.3.2. Fax services 8.2.3.2.1. Sending/receiving of faxes 8.2.3.2.2. Customize fax settings 8.2.3.3. Voicemail 8.2.3.3.1. Change greetings 8.2.3.3.2. Customize voicemail settings 8.2.3.4. Call center agent 8.2.3.5. Call center supervisor 8.3. Vendor must identify all costs associated with training 9. Project organization and staffing 9.1. Vendor must provide a project plan to meeting the following requirements 9.2. Vendor will supply project manager for VoIP system deployment 9.2.1. Project manager must be a Certified Project Management Professional (CPMP) 9.2.1.1. Must have completed three (3) VoIP implementation project of similar size 9.2.2. Will work directly with university assigned project lead 9.3. Vendor will provide a voice network diagram 9.4. Vendor will provide adequate staffing to complete deployment of VoIP infrastructure 9.4.1. Vendor will identify travel and expenses costs for deployment services 9.5. Vendor must provide specifications for CPE server hardware, which the university will purchase separately from established state contracts 9.5.1. University currently has standardized Cisco Unified Computing System (UCS) 9.6. Project will be completed in three phases 9.6.1. Phase One 9.6.1.1. Review of network configuration 9.6.1.2. Implementation planning and data collection 9.6.1.2.1. DHCP 9.6.1.2.2. IP management 9.6.1.2.3. Locational services 9.6.1.2.4. QoS 9.6.1.2.5. VLAN 9.6.1.3. Meetings with key departments 9.6.1.3.1. Gather call center requirements from key campus stakeholders 9.6.2. Phase Two 9.6.2.1. Core VoIP infrastructure deployment 9.6.2.2. Install additional CPE as needed 9.6.2.2.1. Data cabling 9.6.2.2.2. PoE switching 9.6.2.2.3. UPS 9.6.2.3. Network configuration
9.6.2.3.1. DHCP 9.6.2.3.2. IP management 9.6.2.3.3. Locational services 9.6.2.3.4. QoS 9.6.2.3.5. Test PRI connectivity 9.6.2.3.6. VLAN 9.6.2.4. Connection of voice services 9.6.2.4.1. Configure, test and turn up PRIs 9.6.2.4.2. Pre-port/pre-test of phone numbers to PRIs 9.6.2.5. Test VoIP features and associated applications 9.6.2.5.1. Call accounting 9.6.2.5.2. Call center management 9.6.2.5.3. Conferencing 9.6.2.5.4. Fax services 9.6.2.5.5. IVR 9.6.2.5.6. Voicemail 9.6.2.6. Test and verify 911/E911 functionality 9.6.2.7. Test system resiliency 9.6.3. Phase Three 9.6.3.1. Initial phone deployment 9.6.3.1.1. 100 phones 9.6.3.2. University staff will deploy remaining phones 10. Service and Maintenance 10.1. Vendor must supply managed service agreement for yearly renewal to meet the following requirements 10.2. Vendor will supply full manufacturer warranties on all hardware supply with the VoIP system: 10.2.1. Renewal cost on all VoIP systems components 10.2.2. Vendor will provide remote and onsite support and respond to request with the following Service Level Agreements 10.2.2.1. Urgent Remote response within one (1) hour 10.2.2.2. Routine Remote response within four (4) hours 10.2.2.3. Planned Scheduled assistance onsite during or outside of business hours 10.2.3. Vendor will provide software support for the following 10.2.3.1. Vendor will deploy patches to the core system and applications 10.2.3.2. Vendor will facilitate scheduled software updates and upgrades 10.2.4. Vendor will supply on-site spares for following for the following 10.2.4.1. Premium phones (Section 3.1) 10.2.4.2. Phone sidecars (Section 3.2) 10.2.4.3. Basic phones (Section 3.3) 10.2.4.4. Conference phones (Section 3.4) 10.2.4.5. Headsets (Sections 3.5) 10.2.5. Vendor or manufacture will provide 24x7x365 support on all core VoIP components 10.2.6. 24x7x365 proactive monitoring 10.2.6.1. Vendor will proactively monitor the VoIP system and respond to urgent issues as described in Section 10.2.2.1
Appendix 2 VoIP RFI Supplemental Valdosta State University Network Architecture Internet Intrusion Detection System Firewall Packet Shaper Campus Router Typical PC Switch PC PC Printer
VSU Network Diagram Campus Router (Pine Hall) 155 Mb/sec link (150Mb Internet, 5 Mb Video, 2Mb Voice) PeachNet
Appendix 1 VoIP RFI Supplemental Valdosta State University Phone System Architecture PBX AT&T Local Services Office SLIC Nevins Hall
VSU CAMPUS MAP INDEX 35 Tennis Courts & Reames Field 36 PE Complex/Athletics 37 Fine Arts Bldg COA (Whitehead & Sawyer Theatre) 38 Football Field 39 University Center 40 Special Ed & Com Disorders Bldg. 41 Band House Music Annex 42 Auxiliary Services 43 Martin Hall College of Nursing 44 Office of Social Equity 45 Campus Mail Services 46 Printshop 47 Bursary Cashiers One Card Services 48 University Park 49 Continuing Education Marriage & Family Therapy University Advancement 50 Student Recreation Center Sustella Parking Deck 51 Centennial Residence Halls 52 Student Rec Sports Complex 53 MEA Federal Credit Union 54 Athletic Field House Football Offices & Practice Fields Soccer Offices & Stadium Jessie Tuggle Weight Room Rea & Lillian Steele North Campus TEMPORARY STUDENT PARKING South Georgia Medical Center BLAZER LOT NCE CONFERE LOT LOT JEANETTE GEORGIA LOT Student Health Center Physical Plant A HALL GEORGI FA RB AR SLAT BAILEYCE SCIEN R CENTE C LO S ED T. ER S C LO S E COLLEGE LOT D LOGY PSYCHO HOPPER HALL NO Baptist Collegiate Ministry RT AK H O ST RE ET (O N A E W RT H) NION ENT U STUD O Y N EE LOY EMP KING PAR 1 Plant Operations Central Warehouse 2 Athletic House Cheerleaders Golf Coach Softball Coach 3 Softball Field Billy Grant Field Baseball Fieldhouse/Offices 4 Greenhouse 5 Barrow Hall AFROTC 6 Langdale College of Business Pound Hall Thaxton Hall 7 Biology Dept. Annex 8 My Friend s House/ (Alzheimer s Daycare Program) History Dept. Annex 9 Philosophy & Religious Studies Temp 10 Student Health Center/Infirmary Center for International Programs 11 English Dept. Annex 12 University Honors Program 13 History Dept. Temp. 14 Powell Hall 15 Hugh C. Bailey Science Center 16 Georgia Residence Hall Langdale Residence Hall Student Success Center Reade Residence Hall 17 Area closed for construction 18 Farbar Hall 19 Carswell Hall Women s Studies 20 Palms Dining Center 21 Ashley Hall closed for renovation 22 West Hall 23 Nevins Hall 24 Faculty & Staff Parking 25 Admissions Office Strategic Research & Analysis (103 E. Brookwood Place) 26 Psychology Bldg. Graduate School Converse Residence Hall 27 Hopper Residence Hall 28 Brown Residence Hall Patterson Residence Hall Lowndes Residence Hall 29 Odum Library 30 Student Union 31 Enviro & Occ Safety (1504 N. Oak St.) 32 Baytree Apts 33 Pine Hall 34 Dewar College of Education Education Center Jennett Lecture Hall DEPARTMENT LOCATIONS FCA JENNETT HALL Tennis Courts City osta Vald chools tion S istra in Adm EMPLOYEE PARKING. DECK OAK ST t ing Lo Park ak St. O 34 Education Center 6 Thaxton Hall Einstein Bros Bagels 2nd fl Dean COBA 78 ETC 106 SBDC 87 Middle, Secondary, Reading 314 Student Advising Center & Deaf Education 6 Pound Hall 166 Early Childhood & Spe Ed 122 Decision Center 212 ACE 206 Management 227 Dean COE 214 Accounting & Finance 36 PE Complex 222 Marketing & Economics Athletics 9 University Advancement 165 K & PE Development Corporate & Foundation Relations 37 Fine Arts Bldg 107 Dean COA Major Gifts & Planned Giving 107 Art Entrepreneurial Projects 2264 Music 13 History Dept. 39 University Center 14 Powell Hall Entrance 1 E Counseling Center Live Oak Conference Room E Testing Dogwood Room W Cooperative Ed 3103 Employee & Org Development W Communications Unit Rose Room W 2nd fl Career Services 15 Hugh C. Bailey Science Center Theater Willow Room Biology Entrance 2 Chemistry Cypress Room 1036 Dean CAS Event Services 16 Langdale Hall Food Court Langdale Market Information Desk 18 Farbar Hall Access Office Special Services Magnolia Room Executive Dining Room 21 Ashley Hall Entrance 3 Closed for Renovation Crafts 22 West Hall Dance Studio Academic Affairs Printmaking Legal Affairs Sculpture President Entrance 5 101/102 MPA VP Finance & Administration 124 Academic Projects Business Services 128 M&CL Financial Aid & Veteran Affairs 207 English Financial Services 244 Political Science Human Resources/Employee Devel. 23 Nevins Hall Purchasing 1011 Com Art Registrar 2006 PAG Entrance 6, 7 & 8 African-American Studies SACJ Math & CS OASIS: Ctr for Advising & First Year 26 Psychology Pyschology & Counseling Dept. Programs Interdisciplinary Studies Graducate School Entrance 9 27 Hopper Hall Campus Mail Window & Boxes 2037 South Georgia College Entry Program (SGCEP) Hopper Dining Entrance 10 Housing & Residence Life Interior Design SGA Graphic Design Spectator 40 Special Ed & Comm Disorders Bldg WVVS 112 Communication Sciences & 30 Student Union Disorders Level 1 201 Curriculum, Leadership & Bookstore Technology Tech Shop 42 Oak Street Deck Level 2 Level 2 Auxiliary Services Bookstore University Police Food Court 48 University Park The Loop COA Outreach Nathan s Famous English Language Institute Starbucks 49 Continuing Education Level 3 University Advancement Dean of Students Advancement Services Student Life Alumni Relations 33 Pine Hall Creative Design Services Information Technology Development Social Work Marketing & Community Relations VSU Foundation, Inc. Marriage & Family Therapy FamilyWorks Satellite Services 50 Sustella Deck Level 1 Parking & Transportation Campus Recreation Rental Center Sunset Hill Cemetery S EA SUSTELLA DECK WE ST AN N ST RE T AN N ST RE ET ET AT H L E T I C F I E L D H O U S E WEST MA RY STRE ET 54 FIE LD HO USE Emergency Phone Locations Indicates the location of freestanding emergency phones. Emergency phones are also located at the main entrance to all the dorms. Revised October 2011 Office of Creative Design Services VSU Campus Map Page 1 of 1