The Illinois State Toll Highway Authority 2700 Ogden Avenue Downers Grove, Illinois 60515-1703 630/ 241-6800 630/ 241-6100 Fax 630/ 241-6898 TTY 800/ TOLL-FYI Road Conditions www.illinoistollway.com ADDENDUM # 3 RFP Contract #14-0081/Voice Over Internet Protocol (VoIP) Telecom System, Support and Services IPB Reference # 22033702 Revised Proposal Due Date: September 15, 2015 at 10:30 a.m. CDT Please be advised of the following changes to the above-mentioned solicitation: I. Question and Answer Period: A second Question and Answer period will be provided to allow Vendors a second opportunity for clarifications to the Tollway s responses. Written questions must be received no later than August 18, 2015 2:00 PM CDT. II. III. Bid Opening: Therefore, the bid opening has been changed from August 20, 2015 at 10:30 a.m. CDT to September 15, 2015 at 10:30 a.m. CDT. Questions and Answers: The following are questions received from Vendors and responses from the Illinois Tollway pursuant to the question and answer portion of the above-mentioned solicitation. The Illinois Tollway has provided its answers accordingly. 1. Question: Will the Illinois Tollway accept a Telecom solution other than a Cisco solution? Answer: Only Cisco based systems shall satisfy the requirements of this contract. This is not intended to limit or restrict competition, but is needed in order to ensure compatibility and proper functionality with existing software and equipment. The Tollway intends to standardize on a Cisco based system. The Illinois Tollway recently installed a 200 seat Cisco Contact Center Express VoIP system in a new Call Center in which this new system will be required to be compatible with. The Tollway s entire network is based on Cisco equipment. The Tollway has technical staff knowledgeable in the operations and configuration of Cisco equipment. 2. Question: Where in the solicitation can the installation addresses be found? Answer: There are several sites where installations may occur dependent on the solution. However the primary site is the Central Administration building located at 2700 Ogden Avenue, Downers Grove, Illinois. 3. Question: Would the Illinois Tollway consider a cloud-based hosted VoIP solution as a response to this bid? Answer: The Illinois Tollway is not considering a cloud based solution due to the complexity of the current environment. ADDENDUM #3 Contract #14-0081/ Voice Over Internet Protocol Telecom System, Support and Services 1
4. Question: Please provide the version of Microsoft Exchange in the environment. Also indicate if this environment will be upgraded and the timeframe for this upgrade. Answer: The Illinois Tollway is running Microsoft Exchange 2013 Enterprise Edition. No upgrades are planned at this time. However, during the term of this contract, the Tollway may elect to upgrade. 5. Question: Please identify the number and types of switches at each location. Answer: At Plazas and Maintenance sites, the Tollway is currently using Cisco Catalyst 3750 switches Enterprise Internetwork Operating System (IOS). Typically, there is one (1) at each 48 ports. Smaller facilities use 24 ports. The Oasis locations have a 24 port Catalyst 3750 Power over Ethernet (POE). The Central Administration building has Catalyst 6500 switches, no POE. The Central Support site has one (1) 3750 POE and two (2) 3750 s non-poe. The Lisle Engineering facility has Catalyst 6513 with four (4) POE blades. Additional details are listed in the attached matrix. 6. Question: Please further define selective recording. How many lines will require this feature? Answer: Recordings are done for certain areas/functions. Conversations between Call takers / Dispatch Center are recorded using NICE Call Recording system. Calls to our Call center have a dedicated call recording system, with the ability to censor sensitive data. The request for additional recording refers to meetings that could dial into a conference line that could then be recorded for transcriptions, or conference calls that have a requirement to be recorded. Aside from the existing recordings, this requirement is not an option the Illinois Tollway has today. Other possible uses for this capability are for the Legal and Inspector General s department. The Illinois Tollway is looking for Offerors to recommend options. 7. Question: Please define your VMware environment. Does the Illinois Tollway have a B series Unified Computing System (UCS)? If so, is there a blade dedicated at the two main locations for voice? If so, please identify the blade (i.e. B200 M4) that can be utilized. Answer: The current UCS environment cannot be used for this project. The proposed solution should include whatever is required to enable the solution. Hardware, Software and Licensing must be included in the proposed solution. ADDENDUM #3 Contract #14-0081/ Voice Over Internet Protocol Telecom System, Support and Services 2
8. Question: It was discussed for the need of contact center functionality, however, no information was available in the RFP regarding the below: Number of concurrent Agents Number of concurrent Supervisors Number of queues Please provide a call flow for each queue. Number of skills Type of queues such as voice, email, and web chat Will outbound preview dialer be required? Will database dips be required? Will screen pops be required? Will remote agent functionality be required? Will agents require a hard phone and/or soft phone to provide service from a remote location in the event of a disaster or emergency? Will wall boards be required? There is a Contact center on University of Illinois Chicago (UIC) campus, will this system need to pass and receive calls from this system? If so, please identify the type of system (i.e. Cisco CCX Enhanced v10.6) as well as the network connectivity between systems at UIC and the Illinois Tollway. Answer: The proposed solution only needs to be able to transfer calls to the existing Call Center. The Tollway is seeking the option to add additional Cisco IP Phones at the Central Administration facility to provide overflow functionality. Therefore, the specific information requests are non-applicable. 9. Question: It was discussed that the Illinois Tollway would like to tie the system at the UIC campus location. Please define what features need to tie into the UIC location and provide a network overview of the connectivity between systems. Answer: The proposed solution needs to be able to transfer calls to the UIC Call Center system via PRI and/or IP Trunk. 10. Question: It was mentioned at the meeting that Lync or Skype for Business is deployed in the environment. What type of integration is desired to the telephony environment? Answer: At this time, Lync is deployed on a limited basis. Please indicate options that are available. 11. Question: Please complete spreadsheet with additional information required for the RFP response. Answer: Please see attached the matrix. ADDENDUM #3 Contract #14-0081/ Voice Over Internet Protocol Telecom System, Support and Services 3
12. Question: Since it was mentioned at the pre-bid meeting that the Illinois Tollway would like to homogenize their phone types, how many phone types are acceptable (i.e. conference phones, office worker phones, executive phones, and public space phones)? Answer: The Illinois Tollway would like to standardize on one type of phone for each usage classification (i.e. conference phone, office worker phone, executive phone, and public space phone). See attached matrix for more details. 13. Question: Please clarify the functionality of automatic callback/ring mentioned in section D.1. Answer: Automatic Callback/rings back to the user that a busy or unanswered extension that was previously dialed by the user is now available. When the user lifts the handset, the call proceeds as originally dialed. 14. Question: Please clarify how many extensions need Call Recording. Answer: For evaluation purposes, please utilize 100 extensions. 15. Question: Please provide the address of the Disaster Recovery (DR) site mentioned in Matrix 1: M3. Answer: The closest street address of the DR site is 1110 West Fairview Drive, DeKalb, IL 60115. Please note that Google Maps and MapQuest will not refer to the correct physical location if you use this address. 16. Question: Please clarify what is meant by analog site. Is this a site that is not on the Multiprotocol Label Switching (MPLS) and is only connected via analog circuits? If so, how many and what types of analog circuits are there? Answer: The Illinois Tollway defines an Analog site as a location that either: o Does not have VoIP phones presently; o Has analog lines extended via the Illinois Tollway s WAN (i.e. Cisco 2851 with FXS/FXO); o Has IP connectivity to the main facility; or o Has as many as 16 analog lines extend to that particular facility. 17. Question: Please provide a current diagram of the LAN and WAN so that an offeror may overlay their Voice diagram (Matrix 2: Architecture 4 and Environment 2). Answer: A detailed diagram cannot be provided due to security concerns. All sites on the Illinois Tollway s network have Gigabit Connectivity to the Primary facility. The network is standardized on Cisco Catalyst 3750 switches at the access layer. All sites have a dedicated subnet, and routing protocols are used to route traffic back to the Primary facility. ADDENDUM #3 Contract #14-0081/ Voice Over Internet Protocol Telecom System, Support and Services 4
18. Question: Since Cisco does not support digital phones, will it be appropriate to assume all digital phones can be replaced by IP phones which will require a minimum of Cat-5 cabling? Answer: There are instances at remote facilities where Cat-5 or better cabling is not an option. The proposed solution needs to address those areas where an IP Phone is not an option. There are sites where a single extension is daisy chained across multiple phones. These areas will eventually be upgraded (i.e. wiring). However, a timeline for the site upgrade has not been established. 19. Question: Please further define conferencing needs. What is the maximum of concurrent conference attendees of more than three (3) parties that is required? Will any conferences need to be scheduled? What is the maximum number of participants per conference that is scheduled? Answer: The current limitation on the existing system is six (6) callers on a conference. Conference calls can be either ad-hoc or scheduled. Please provide options that are available, including limitations and/or recommendations. 20. Question: Speakerphone is listed under the Basic Feature User Package. Is speakerphone a requirement for public space devices as well? Answer: Yes, the solution should be able to accommodate phone with and without speakerphone functionality, unless it is required for paging. 21. Question: Please identify the type of paging system(s) that may need to be interfaced with the system. Answer: The proposed solution needs to be able to provide Paging functionality. The Tollway does not have a preferred paging system. The vendor shall provide recommendations for paging systems that meet industry standards and that have the ability to interface with the solution they intend to propose to the Tollway. 22. Question: Please identify the existing Video Conferencing solution including endpoints currently utilized. Please provide use cases of the desired Video Conferencing solution. Answer: There currently only exists two (2) Video Conferencing endpoints in the Illinois Tollway network. The Illinois Tollway utilizes the Illinois Video Network (IVN) using Sony PCS-160. 23. Question: Please provide use case of phones to interact with computers. Answer: Options should include the ability to video conference between phones that have the capability, and other available options. Softphone should be another available option. It can be considered interaction when an IP phone provides the network connection for the local PC. ADDENDUM #3 Contract #14-0081/ Voice Over Internet Protocol Telecom System, Support and Services 5
24. Question: Are there phones that will not require Gigabit ports such as public space phones and hoteling desks? Answer: Yes, there are instances where a phone with a Gigabit port is not a requirement (i.e. such as in a common area, meeting room or break room). 25. Question: By Unified Messaging (UM), is the Illinois Tollway asking for Microsoft Exchange to be the voicemail system? If not, please clarify what is meant by UM. Answer: The Illinois Tollway seeks options for messaging which include Unified Messaging. Please consider email integrated and non-email integrated/traditional Voice Mail options. 26. Question: Please identify the type of Microsoft licensing the Illinois Tollway currently has, or intends to procure prior to the VoIP upgrade. Answer: The Illinois Tollway has Enterprise Agreement licenses in place. Any Operating System or Application licenses required as part of a solution need to be identified. Offerors must provide licensing as part of solution. The Tollway may choose to cover licensing. 27. Question: Does the Illinois Tollway have a Short Message Service (SMS) service to allow for SMS messages from voicemail? Answer: The Illinois Tollway does not have a SMS service. 28. Question: Will all phones, including public space phones need speakerphones? Answer: Yes, a speakerphone is required for the ability to page over the IP phones. OFFEROR MUST ACKNOWLEDGE RECEIPT OF THIS ADDENDUM IN SECTION C.2 ILLINOIS TOLLWAY, ACKNOWLEDGEMENT OF AMENDMENTS. ALL REVISIONS INSCRIBED HEREIN WILL BE INCORPORATED INTO THE RFP SPECIFICATION PER ADDENDUM #3. ADDENDUM #3 Contract #14-0081/ Voice Over Internet Protocol Telecom System, Support and Services 6