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DISTRICT 2 PUBLIC HEALTH
WIC PROGRAM
Request for Proposals
For a
Voice Over IP Phone System Call Center
RFP # WCC.2011-04
Revision 1
Revised date
3/17/2011
Response by:
[Solution Provider]
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Table of Contents
TABLE OF CONTENTS ................................................................................................................................................. 2
1
INTRODUCTION ..................................................................................................................................................... 5
1.1
BACKGROUND AND PURPOSE ................................................................................................................... 5
1.1.1 Company Background ................................................................................................................................... 5
1.1.2 Summary of the Requirement ........................................................................................................................ 5
1.2
RFP TERMS AND CONDITIONS ................................................................................................................... 6
1.2.1 Definition of Terms ....................................................................................................................................... 6
1.2.2 Confidentiality .............................................................................................................................................. 6
1.2.3 Proposal Preparation Costs.......................................................................................................................... 7
1.2.4 Marketing References ................................................................................................................................... 7
1.2.5 Proposal Validity .......................................................................................................................................... 7
1.2.6 Acceptance or Rejection of Submissions ....................................................................................................... 7
1.2.7 Contract Negotiation and Execution ............................................................................................................. 8
1.3
RFP AMENDMENTS AND CLARIFICATIONS ............................................................................................ 8
1.3.1 Question Period ............................................................................................................................................ 8
1.3.2 Submission of Questions ............................................................................................................................... 8
1.3.3 Clarifications and Amendments .................................................................................................................. 10
1.4
PROPOSAL SUBMISSION ........................................................................................................................... 10
1.4.1 Submission of Proposals ............................................................................................................................. 10
1.4.2 Date and Hour of Submission ..................................................................................................................... 10
1.4.3 Number of Proposal Copies ........................................................................................................................ 10
1.4.4 Presentations .............................................................................................................................................. 10
1.4.5 HCHD Questions ........................................................................................................................................ 11
1.4.6 Withdrawal.................................................................................................................................................. 11
1.4.7 Financial Proposal Instructions ................................................................................................................. 11
1.5
EVALUATION CRITERIA ............................................................................................................................ 12
1.5.1 Evaluation Timeframe ................................................................................................................................. 12
1.5.2 Review Criteria ........................................................................................................................................... 12
2
VENDOR INFORMATION .................................................................................................................................. 13
2.1
2.2
2.3
2.4
2.5
3
EXECUTIVE OVERVIEW ............................................................................................................................ 13
COMPANY BACKGROUND ........................................................................................................................ 13
COMPANY STRUCTURE ............................................................................................................................. 13
INDUSTRY EXPERIENCE............................................................................................................................ 13
CUSTOMER REFERENCES ......................................................................................................................... 14
IP TELEPHONY SOLUTION.............................................................................................................................. 14
3.1
SYSTEM OVERVIEW ......................................................................................................................................... 14
3.2
SOFTWARE RELEASE OF THE PROPOSED SOLUTION ......................................................................................... 14
3.3
SYSTEM DESIGN PLATFORM ............................................................................................................................ 14
3.4
CALL PROCESSING O/S .................................................................................................................................... 14
3.5
DATABASE INTEGRITY ..................................................................................................................................... 15
3.6
DATABASE INFORMATION LOSS ....................................................................................................................... 15
3.7
POWER SUPPLY ................................................................................................................................................ 15
3.7.1 Power Safeguards ....................................................................................................................................... 15
3.8
REDUNDANT SYSTEM DESIGN ELEMENTS ......................................................................................................... 16
3.9
LOCAL SURVIVABILITY .................................................................................................................................... 16
3.9.1 Survivable IPTS Features/Services ............................................................................................................. 17
3.10
NETWORK FAILOVER RESILIENCY ................................................................................................................... 17
3.11
SECURITY ......................................................................................................................................................... 18
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3.11.1
Authentication......................................................................................................................................... 18
3.11.2
Disruption of Services ............................................................................................................................ 18
3.11.3
Confidentiality and Privacy (Packet Sniffing) ........................................................................................ 18
3.11.4
Physical Interfaces ................................................................................................................................. 18
3.12
ISDN PRI SERVICES ........................................................................................................................................ 18
3.13
TRAFFIC HANDLING ......................................................................................................................................... 19
3.14
IP STATION QOS .............................................................................................................................................. 19
3.15
MULTI-PARTY CONFERENCE CALLS ................................................................................................................ 20
3.17
IP TELEPHONES (INCLUDING SOFTPHONES) & AUDIO CONFERENCING UNITS .................................................. 20
3.18
ANALOG TELEPHONES ..................................................................................................................................... 20
3.19
FACSIMILE TERMINAL ...................................................................................................................................... 21
3.20
MODEM ............................................................................................................................................................ 21
3.21
POWER FAILURE TRANSFER STATION (PFTS) .................................................................................................. 21
3.22
VOICE TERMINAL INSTRUMENTS – REGULATION REQUIREMENTS ................................................................... 21
3.24
OTHER IP TELEPHONE INSTRUMENTS .............................................................................................................. 22
3.25
ADDITIONAL DESKTOP OPTIONS AND ACCESSORIES ........................................................................................ 22
3.26
STATION USER FEATURES ................................................................................................................................ 22
3.27
SYSTEMS MANAGEMENT ................................................................................................................................. 24
3.28
SYSTEM / PORT CAPACITY ............................................................................................................................... 25
3.29
TERMINAL CAPACITY....................................................................................................................................... 25
3.30
SUPPORT OF OPEN STANDARDS ....................................................................................................................... 26
3.31
SECURITY FEATURES ....................................................................................................................................... 26
3.32
ADMINISTRATION FUNCTIONS ......................................................................................................................... 26
3.34
STATIONS ......................................................................................................................................................... 26
3.35
THRESHOLD ALARMS ....................................................................................................................................... 26
3.36
VOIP MONITORING .......................................................................................................................................... 27
3.37
OPTIONAL REPORTS ......................................................................................................................................... 27
3.38
CALL DETAIL RECORDING ............................................................................................................................... 27
3.39
MAINTENANCE ................................................................................................................................................. 28
3.40
ALARM CONDITIONS ........................................................................................................................................ 28
3.41
MAINTENANCE REPORTS ................................................................................................................................. 28
3.42
REMOTE MAINTENANCE .................................................................................................................................. 28
3.44
Call Recording
24
4
INTEGRATED MESSAGING SYSTEM ............................................................................................................ 29
4.1
SECURITY FEATURES ....................................................................................................................................... 29
4.2
VOICE MAIL FEATURES ................................................................................................................................... 29
4.2.1 Forwarding ................................................................................................................................................. 29
4.2.2 Disconnect Detection .................................................................................................................................. 29
4.2.3 Station Dialing ............................................................................................................................................ 30
4.2.4 Answer Announcement ................................................................................................................................ 30
4.2.5 DTMF Signaling ......................................................................................................................................... 30
4.2.6 Greeting ...................................................................................................................................................... 30
4.2.7 Trunk Access ............................................................................................................................................... 30
4.2.8 Distribution Lists ........................................................................................................................................ 31
4.2.9 Message Forwarding .................................................................................................................................. 31
4.2.10
Audit Trail .............................................................................................................................................. 31
4.2.11
Message Indication ................................................................................................................................. 31
4.2.12
Identification Code ................................................................................................................................. 31
4.2.13
Message Recovery .................................................................................................................................. 32
4.2.14
Message Reply ........................................................................................................................................ 32
4.2.15
Message Review...................................................................................................................................... 32
4.2.16
User Controls ......................................................................................................................................... 32
4.2.17
Other User Features / Controls .............................................................................................................. 33
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4.2.18
4.2.19
4.2.20
4.2.21
5
System Management Console ................................................................................................................. 33
System Changeability ............................................................................................................................. 33
AMIS ....................................................................................................................................................... 33
Digital IP Networking ............................................................................................................................ 33
SERVICES.............................................................................................................................................................. 33
5.1
MAINTENANCE AND SUPPORT ................................................................................................................ 33
5.2
WARRANTY AND REPAIR ......................................................................................................................... 35
5.3
PROFESSIONAL SERVICES ........................................................................................................................ 35
5.4
PROJECT MANAGEMENT AND IMPLEMENTATION ............................................................................. 35
5.5
SUBCONTRACTORS .................................................................................................................................... 36
5.6
CUTOVER ...................................................................................................................................................... 36
5.7
ACCEPTANCE ............................................................................................................................................... 37
5.8
TRAINING ..................................................................................................................................................... 37
5.9
BILLING ......................................................................................................................................................... 37
5.10
PRICING ......................................................................................................................................................... 37
5.10.1
Vendor Pricing and Cost Information .................................................................................................... 37
5.11
Prefered Service Options ......................................................................................................................... 34
5.12
Additional Parts and Labor ..................................................................................................................... 36
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1
INTRODUCTION
1.1
BACKGROUND AND PURPOSE
The purpose of this Request for Proposal (“RFP”) is to acquire the services of a qualified
vendor who will provide and install a next-generation IP-based voice solution for District 2
Public Health WIC Program (D2PHWIC).
1.1.1
Company Background
District 2 Public Health WIC Program is part of District 2 Public Health which serves 13
Counties in North Georgia. District 2 Public Health WIC Program has 15 sites in
Northeast Georgia; three (3) of them in Gainesville, Georgia. District 2 Public Health WIC
Program is a Federal, State and County Program and must abide by federal, state and
county policies and procedures.
District 2 Public Health WIC Program may eventually convert all of our existing phones
systems to a VoIP phone system as funds permit. All of the systems should to be the
same for ease of management and support. Two of the sites in our district currently have
Mitel VoIP Phone systems. Any system that is proposed must be able to integrate with
those systems.
Our business deals with patient information (HIPPA) related material and content. Thus,
any provider should have experience with dealing with similar organizations and/or
HIPPA.
In Hall County there are two (2) main sites and a secondary site. The main sites (District
Office and Hall County Health Department) share a parking lot and are linked by 20+
strands of fiber that we own. The third site is Northeast Georgia Medical Center
(NEGMC) which is approximately 3 miles away. For a more detailed list of sites, sizes,
locations and phone information for the three affected sites, see our website,
www.phdistrict2.org/rfp.htm. This RFP is also posted there.
1.1.2
Summary of the Requirement
District 2 Public Health WIC Program seeks to implement a high volume call center using
a scalable IP solution that makes best use of today’s leading-edge technology.
This solution must contain the capabilities for addition of common contact center
solutions such as ACD, e-Mail, detailed call reporting and WEB Chat solutions. It should
be an integrated, turnkey, common off the shelf (COTS) solution, which is low in cost and
easy to maintain. There should be minimal customization of the solution in order to fulfill
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day basis by non-technical contact center supervisors and managers. The system must
work with the current e-mail system, Novell Groupwise. Active directory is not currently
used.
We (D2PHWIC) will acquire our own voice and data services. Voice services will be
delivered via PRI and will serve District Office and Hall County Health Department. DID’s
and caller ID will be utilized; the quantity will be determined. All of the data cables in the
buildings are CAT 5 or CAT 5E. We plan to independently acquire new POE switches for
this project.
The primary solution proposed will be located at the District Office (refer to Site List at
www.phdistrict2.org/rfp.htm). We want a solution that we own rather than one that will be
hosted off site.
1.2
RFP TERMS AND CONDITIONS
By responding to this RFP the Supplier signifies agreement with and is bound by the
following Terms and Conditions.
1.2.1
Definition of Terms
Participating Vendor: A company that has submitted a proposal in response to this
Request for Proposals
Proposal: A response to this RFP submitted by a Participating Vendor.
RFP: Request for Proposals.
Supplier: Any company or individual that has received a copy of this Request for
Proposals.
Client: District 2 Public Health WIC (D2PHWIC)
1.2.2 Confidentiality
D2PHWIC expects the Supplier to respect the confidentiality of D2PHWIC’s information.
As a result of its participation in relation to this RFP, the Supplier may gain access to
information regarding D2PHWIC business or on the use, development, and acquisition of
other services by D2PHWIC. The Supplier shall treat all information as confidential and
shall not use or disclose the information beyond the intended purpose, being the
Supplier’s preparation and response to this RFP; and shall not disclose the information to
any third party, except where the information exists in the public domain and/or is exempt
from protection under applicable law. Any other distribution, copying or disclosure is
strictly prohibited.
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If the supplier is required to release any of the information to a third party for the
purposes of preparing for its proposal, the Supplier is required to solicit at least the same
confidentiality obligations from this third party prior to releasing the information.
Should the supplier or third party be unable or unwilling to comply with D2PHWIC’s
confidentiality requirements they must return all RFP material received and withdraw from
this RFP process.
D2PHWIC will consider proposals submitted by suppliers as confidential. All materials
submitted by the Supplier will become the property of D2PHWIC and will not be returned.
1.2.3 Proposal Preparation Costs
All costs incurred in the preparation and submission of proposals and related
documentation, including participating vendor presentation to D2PHWIC shall be borne
by the participating vendor.
1.2.4 Marketing References
All Suppliers responding to this RFP shall be prohibited from making any reference to
D2PHWIC in any literature, promotional material, brochures or sales presentations.
1.2.5
Proposal Validity
Proposals must be valid for 90 days from the Proposal Due Date.
1.2.6
Acceptance or Rejection of Submissions
D2PHWIC is not obligated to accept the lowest cost or any proposal.
D2PHWIC reserves the right to:
 Reject any or all proposals;
 Waive technicalities or irregularities;
 Issue no contract for any of the services described within this RFP;
 Award all services to one vendor;
 Accept any proposals it determines to be in the corporation's best interest;
 Negotiate any or all of the scope and terms of any contract that flows, directly or
indirectly, from this RFP;
 Add or remove scope into the contract negotiation process;
 Issue contract awards for any combination of services and vendors, either all or part
of the business as D2PHWIC sees fit.
D2PHWIC has no obligation to reveal the basis for contract award or to provide any
information to suppliers regarding the evaluation or negotiation processes.
All participating vendors will be notified promptly of bid acceptance or rejection .
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1.2.7 Contract Negotiation and Execution
It is the intent of D2PHWIC that, after the successful vendor has been selected,
D2PHWIC and the selected vendor will enter into contract negotiations containing all
terms and conditions of the proposed service. Any acceptance of a proposal is
contingent upon the execution of a written contract and D2PHWIC shall not be
contractually bound to any vendor prior to the execution of such written contractual
agreement.
1.3 RFP AMENDMENTS AND CLARIFICATIONS
All inquiries, questions, and requests for clarification of the contents of the RFP must be
in writing, and addressed to the D2PHWIC Contact identified in this RFP. It is the
Supplier’s responsibility to clarify their interpretation of any item in the RFP of which they
are not certain.
1.3.1 Question Period
The deadline for all questions is 4/7/2011. No questions submitted after this date will be
answered.
D2PHWIC will answer all questions by 04/12/2011.
1.3.2 Submission of Questions
All inquiries, questions, and requests for clarification of the contents of the RFP must be
in writing, (email is preferred) and addressed to the D2PHWIC Contact identified below.
Questions submitted to other than the specified D2PHWIC Contact will not be answered.
D2PHWIC cannot be responsible for the accuracy of answers, clarifications or other
information received from other than the means described herein.
Multiple questions per RFP section are permitted. However, each question must be
identified by the section number of the RFP to which it pertains, and an alphanumeric
identifier if there are multiple questions per RFP section.
A listing of Supplier inquiries (without identifying the source of the inquiry) and D2PHWIC
responses thereto will be published on the D2PHWIC website.
All inquiries must include:
 The supplier company's name, address and phone number;
 A clear and concise question;
 References to specific sections and paragraphs within this RFP.
Questions shall be submitted by e-mail (preferred) or fax, referencing the RFP number on
all correspondence.
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For questions regarding this Request for Proposal please contact:
James York
District 2 Public Health
1280 Athens Street
Gainesville, GA 30507
Telephone: 770-535-6935
Fax: 770-535-5958
Email: jayork@dhr.state.ga.us
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1.3.3 Clarifications and Amendments
Any clarifications or amendments to this Request for Proposals will be published on the
District 2 Public Health website at: www.phdistrict2.org/rfp.htm
1.4 PROPOSAL SUBMISSION
All responses must be submitted to the Contact specified by the proposal due date and
time.
1.4.1 Submission of Proposals
Proposals must be submitted to:
Charlene Thompson, NSD
District 2 Public Health – WIC Program
1280 Athens Street
Gainesville, GA 30507
Telephone: 770-535-5865
Fax: 770-531-4544
Email: mcthompson@dhr.state.ga.us
1.4.2 Date and Hour of Submission
Responses must be submitted by April 14, 2011 at 9:59 AM. Proposals that are late may
be rejected. Proposals will be opened and publicly read aloud on April 14, 2011 at 10:00
AM.
1.4.3 Number of Proposal Copies
 Four (4) printed copies and one electronic copy.
 In the event of any discrepancies between the original printed version and any
duplications, the original printed version will be assumed to be accurate.
 Please submit financial/cost proposals separately in a sealed envelope with “Sealed
Bid” on the outside. See Invitation cover letter on our website for details.
1.4.4 Presentations
D2PHWIC may request Supplier presentations from time to time. D2PHWIC will notify
Suppliers if any presentations are required.
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1.4.5 D2PHWIC Questions
D2PHWIC may, at its sole discretion, seek clarification from any or all participating
vendors regarding proposal information and may do so without notification to other
responders.
Any and all clarifications required by D2PHWIC shall be sent through the D2PHWIC
Contact to the Supplier.
The following process shall be employed by D2PHWIC if clarification is required
regarding any Supplier responses:
D2PHWIC will issue questions to any or all Supplier(s) as deemed necessary by
D2PHWIC. The D2PHWIC Contact will issue these questions by e-mail.
The Supplier is to send responses by e-mail to the D2PHWIC Contact by the response
due date and time referenced on the question e-mail. Upon D2PHWIC’s reasonable
request, if the new information provided in response to D2PHWIC’s questions represents
significant changes to the Supplier’s original response, then the Supplier may be asked to
re-issue their original response with the updated information included.
1.4.6 Withdrawal
A Supplier may, without prejudice to itself, modify or withdraw its response by written
request, provided that the request is received by the D2PHWIC Primary Contact prior to
the proposal due date. In the case of an electronically delivered request, a written
confirmation thereof bearing the authorized signature of the Supplier shall be received by
the D2PHWIC contact within three (3) business days of issuance of the request.
Following withdrawal of a response prior to the due date, the Supplier may submit a new
response providing delivery is prior to the due date.
1.4.7 Financial Proposal Instructions
Pricing shall be provided for all functionality included in the Supplier’s response.
Pricing shall be broken down by each solution element covered in the Supplier’s
response. An overall aggregated price for the entire response with no breakdown shall
not be accepted.
Supplier shall state all assumptions used for pricing.
Please submit financial/cost proposals in a sealed envelope with “Sealed Bid” on the
outside. See Invitation cover letter on our website www.phdistrict2.org/rfp.htm for
details.
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1.5
EVALUATION CRITERIA
D2PHWIC will evaluate participating vendor proposals on all elements of each response
including costs, technology, solution’s flexibility and capability, scope of the services
provided, compatibility with D2PHWIC’s environment and other factors as described
below.
1.5.1 Evaluation Timeframe
Evaluation for the responses by D2PHWIC shall not commence before the Due Date.
The evaluation is expected to be complete within 30 days and a contract is expected to
be awarded within 30 days of the evaluation.
1.5.2 Review Criteria
D2PHWIC will review the information provided in response to this RFP to develop a
solution for D2PHWIC’s telephony needs. Detailed evaluation criteria will not be shared
with Suppliers; however, a high-level overview of important evaluation criteria follows:
Financial: D2PHWIC will evaluate each of the Supplier responses considering the overall
value (costs and savings) to D2PHWIC to implement a Voice Telephony solution.
Technical Capability: D2PHWIC will analyze the responses to determine how completely
the solutions proposed meet the requirements as documented in this RFP. Specifically,
the proposed solution will be evaluated in terms of:
 Service availability and resiliency;
 Scalability, capacity and performance;
 Capability
 Compatibility with existing infrastructure, systems and processes;
 Capability to accommodate a phased implementation;
 Delivery / Time to implement and deploy;
 Manageability;
 Comprehensive security;
 Longevity of the proposed service(s);
 Service and support;
 Product quality.
Innovation: D2PHWIC will value innovative recommendations and proposed solutions for
D2PHWIC telephony technology, especially innovation that allows for cost effective initial
implementations with the flexibility of phased growth based on need or business case
justification. The ability of the solution to leverage D2PHWIC’s existing LAN & WAN
infrastructure to reduce the overall cost of the solution will be important.
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Value Add: If the Supplier has services or offerings relevant to D2PHWIC that set them
above other Suppliers, please identify these services and/or offerings (be specific).
Additional Information: D2PHWIC is interested in obtaining the best possible solution. If
there is anything else you would like to add about your company or the requested
services, please do.
2
VENDOR INFORMATION
2.1
EXECUTIVE OVERVIEW
Provide an executive summary of the system being proposed.
Response:
2.2
COMPANY BACKGROUND
Provide an overview of your company, number of years in business, core solution
offering, and five-year growth and development plans.
Response:
2.3
COMPANY STRUCTURE
Provide your company ownership structure.
Response:
2.4
INDUSTRY EXPERIENCE
Describe your experience with Voice over IP solutions. Include market share, industry
recognition, awards, etc.
Response:
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2.5
CUSTOMER REFERENCES
Please submit references from the last five (5) customers for whom you have
implemented a similar solution over the past five years including individual contact
information. Please include at least one reference that is similar in scope and size of
what is being proposed.
Response:
3
IP Telephony Solution
3.1
System Overview
Using a simple diagram, illustrate your proposed IP network design.
Response:
3.2
Software Release of the Proposed Solution
Identify the software release for each product/model proposed.
Response:
3.3
System Design Platform
Describe the proposed IP solution’s architecture and design elements.
Response:
3.4
Call Processing O/S
What will be the primary operating system of the common control call processor?
Response:
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3.5
Database Integrity
How will the proposed IP solution preserve and protect the customer database between
backups?
Response:
3.6
Database Information Loss
Under what circumstances can customer database information (configuration, messages,
logs, etc.) be lost during backups?
Response:
3.7
Power Supply
What power sources will be required for common controls as well as those in distributed
areas? Indicate if this solution will be dependent on an AC or DC current.
Response:
3.7.1
Power Safeguards
What safeguards are included in the IP design to protect system operation? What would
happen to system operation during a power failure?
Response:
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3.8
Redundant system design elements
Indicate the degree of redundancy, e.g., full duplicated back-up or standby load sharing,
for each of the following common control elements.










tone generators
main system memory
RJ-45 Ethernet uplinks to network
I/O interfaces
DTMF receivers
power supply
primary call processor
call classifiers
customer database memory
registers
Response:
3.9
Local Survivability
The system needs to be redundant in one of two ways. 1. Internally redundant, where all
of the major components have a spare/backup. Example: Mirrored hard drives and dual
power supplies. 2. Second Controller, where a totally separate controller, can pickup and
run everything the primary controller does with minimal interruptions to service. Please
define what interruptions occur when a fail over occurs. Please explain how your
survivability solution meets the above requirements.
Response:
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3.9.1
Survivable IPTS Features/Services
1. What generic software features need to be in place when the survivability solution is
activated?
Response:
2. What station equipment (instruments, soft phones, wireless devices, etc.) is not
supported in standard survivability mode?
Response:
3.10 Network Failover Resiliency
1. Does the proposed IP solution support network failover resiliency in case of a
disastrous common control failure? If so, describe the failover process and specify the
hardware, software, WAN transmission, and time required to carry it out.
Response:
2. Can the proposed IP solution support more than one network failover design? If so,
please explain how, and indicate what elements are necessary to achieve additional
designs.
Response:
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3.11 Security
3.11.1 Authentication
Describe how the IP solution’s authentication process prevents: unauthorized access to
common control elements and data resources, and abuse of telephony services (e.g., toll
fraud).
Response:
3.11.2 Disruption of Services
Explain how embedded features in the proposed IP solution will reduce telephony service
disruption due to denial-of-service (DoS) attacks.
Response:
3.11.3 Confidentiality and Privacy (Packet Sniffing)
Describe how the proposed IP solution’s embedded features will secure communications
privacy. How will the solution counter packet sniffing attempts? Is the Communications
between the Controller and the Phones encrypted?
Response:
3.11.4 Physical Interfaces
Are the network interfaces for the following functions separate: IP administration, control,
and voice transmission signaling?
Response:
3.12 ISDN PRI Services
Do the proposed T-1 trunk circuit interfaces support ISDN PRI capabilities?
Response:
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3.13 Traffic Handling
Typically there is about 5% utilization on our network, but it does sometime spike to 80%
to 90%. The back bones of our network are typically Gig Fiber connections. A Majority
of our Switches are HP Procurve Series, none are PoE (Power over Ethernet). Explain
how the proposed system’s design supports the stated traffic assumptions.
Response:
3.14 IP Station QoS
How does the proposed IP solution provide Layer 2 and Layer 3 end-to-end quality of
service to IP stations? Which industry standards are employed to guarantee this quality
of service?
Response:
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3.15 Multi-Party Conference Calls
Describe how multiple-party add-on conference calls would be handled in the following
situations:
1. Assisting customer – A customer calls one of our employees needing assistance, but
the employee does not know the answer. Rather than hang up and call the customer
back, the employee needs to be able to conference in another person who does know
the answer, or page over head for assistance.
2. Conference call Small Group – Our Company needs to have a quick meeting with
different employees of a department. Conference calls are usually the easiest way to
accomplish this. Some employees are only available via cell phone, or home phone.
3. Conference call Large Group – How would the system handle a large party
conference call of 15 or more people? Most people would be using outside lines or
cell phones to connect.
Outline any and all hardware and software requirements necessary to support multi-party
add-on conference call requirements. Indicate whether peripheral hardware, e.g.,
conference bridge servers, is required.
Response:
3.16 Section Removed
3.17 IP Telephones (including softphones) & Audio Conferencing Units
Describe how all proposed IP telephones are supported by the common control call
server. If direct call control signaling via Ethernet LAN/WAN is not supported, specify all
required intermediary carrier, signaling interface and/or media gateway equipment.
Response:
3.18 Analog Telephones
Explain how the proposed analog telephones are supported by the common control call
telephony service. Specify the required intermediary hardware elements for control
signaling transmission. List the number of circuit terminations per circuit board, media
gateway, and module.
Response:
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3.19 Facsimile Terminal
Describe how facsimile terminals are supported by the common control call telephony
server. Specify the required intermediary hardware elements for control signaling
transmission. List the number of circuit terminations per circuit board, media gateway,
and module.
Response:
3.20 Modem
Explain how modem terminals are supported by the common control call telephony
server. Specify all required intermediary hardware elements for control signaling
transmission. List the number of circuit terminations per circuit board, media gateway,
and module.
Response:
3.21 Power Failure Transfer Station (PFTS)
Describe how analog telephone power failure transfer stations (PFTS) are supported by
the common control call telephony server. Specify all required intermediary hardware
elements for control signaling transmission. List the number of circuit terminations per
circuit board, media gateway, and module.
Response:
3.22 Voice Terminal Instruments – Regulation Requirements
The proposed communications system must be able to support a mix of analog and IP
communications devices. All single and multi-line IP phones must be comply with section
68.316 of the FCC hearing-aid compatibility standards as well as the 1996
Telecommunication Act. Explain how the proposed telephone equipment meets these
requirements/standards.
Response:
3.23 Section Removed
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3.24 Other IP Telephone Instruments
What additional IP desktop telephone models do you offer? Please include the following
details for each:
i.
fixed feature and function,
ii.
number of programmable line and feature keys,
iii.
display description (if applicable),
iv.
type of speakerphone (if applicable), and
v.
other critical details.
Include an illustration of each of these additional models.
Response:
3.25 Additional Desktop Options and Accessories
Provide a brief description of all additional desktop options and accessories.
Response:
3.26
Phone System Features
Does the proposed communications system support each of the user features listed
below? Specify any features that are not included as part of the standard call-processing
software package.
Identify any of the features listed below that require additional hardware and/or software
because they are not included as part of the standard software package.
1)
2)
3)
4)
5)
6)
7)
8)
9)
Add-On Conference (six party or more)
Automatic Callback
Automatic Intercom
Bridged Call Appearance
Call Back Last Internal Caller
Call Coverage (Programmed)
a) Internal and External Call Programming
b) Time of Day/Day of Week Call Programming
c) ANI/DNIS/CLID Call Programming
d) Internal Caller ID Programming
Call Forwarding – All Calls
Call Forwarding – Busy/Don’t Answer
Call Forwarding – Follow Me
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10)
11)
12)
13)
14)
15)
16)
17)
18)
19)
20)
21)
22)
23)
24)
25)
26)
27)
28)
29)
30)
31)
32)
33)
34)
35)
36)
37)
38)
39)
40)
41)
42)
43)
44)
45)
46)
47)
48)
49)
50)
51)
52)
53)
54)
Call Forwarding – Off Premises
Call Forwarding – Ringing
Call Hold
Call Park
Call Pickup – Individual
Call Pickup – Group
Call Queues – Unlimited
Call Queues – Permanent members
Call Queues – Add on demand members
Call Queues – Ability to alter call distribution
Call Queues – Announce position in queue to caller
Call Queues – Announce estimated hold time to caller
Call Queues – Real time statuses
Call Queues – Historical logs
Call Queues – Agent logon/logoff
Call Queues – Route calls when no agent logged in
Call Transfer
Call Transfer using PC
Call Waiting
Consecutive Speed Dialing
Consultation Hold
Customer Station Rearrangement
Dial by Name
Discrete Call Observing
Distinctive Ringing
Do Not Disturb
Elapsed Call Timer
Emergency Access to Attendant
Executive Access Override
Executive Busy Override
Facility Busy Indication
Group Listening
Hands-Free Dialing
Hands-Free Answer Intercom
Help Information Access
Hot Line
Incoming Call Display
Individual Attendant Access
Intercom Dial
Last Number Redialed
Line Lockout
Loudspeaker Paging Access
Malicious Call Trace
Manual Intercom
Manual Originating Line Service
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55)
56)
57)
58)
59)
60)
61)
62)
63)
64)
65)
66)
67)
68)
69)
70)
71)
72)
73)
74)
75)
76)
77)
78)
79)
80)
81)
82)
83)
84)
85)
86)
Meet-Me Conferencing (six party or more)
Message Waiting Activation
Multi-Party Assisted Conference with Selective Call Drop
Music On Hold
Music On Hold per extension
Music On Hold – user friendly upload of music files
Music On Hold – custom or predefined music files
Off-Hook Alarm
Padlock
Paging/Code Call Access
Personal Co Line (Private Line)
Personal Speed Dialing
Personalized Ringing
Priority Calling
Privacy – Attendant Lockout
Privacy – Manual Exclusion
Recall Signaling
Ringer Cut-Off
Ringing Tone Control
Save and Redial
Secondary Extension Feature Activation
Send All Calls
Silent Monitoring
Step Call
Store/Redial
Supervisor/Assistant Calling
Supervisor/Assistant Speed Dial
Text Messages
Timed Queue
Trunk Flash
Trunk-to-Trunk Connections
Voice Menu
a. Dial by Name
87) Whisper Page
88) Whisper Coaching
Response:
3.27 System Management
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Describe the proposed management system. List its hardware and software components.
Is the management server and software available as a bundle, or is D2PHWIC
responsible for providing its own server hardware.
Response:
Does the proposed system have a web-based administrative interface?
Response:
Does the proposed system have a web-based user interface?
Response:
Does the proposed system support scheduled back-ups? Onsite? Offsite?
Response:
3.28 System / Port Capacity
List the maximum number of independent IP communications systems that can be
supported by the proposed systems management server. Include the maximum number
of user ports that can be passively and actively supported.
Response:
3.29 Terminal Capacity
What is the maximum number of PC-client terminals that can be configured as part of the
proposed management system?
Response:
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3.30 Support of Open Standards
The proposed management system must provide support for open protocols such as
SNMP and LDAP. It should also use open encoding schemes such as XML and HTML.
Which open standards in the proposed management system are used to support
administration, maintenance services, and operations? Are any standards being used as
protocols or encoding schemes? Are any being implemented publicly by other vendors?
Response:
3.31 Security Features
Are there any security features embedded in the proposed management system to
prevent unauthorized access and operation? If so, identify them. Include whether media
encryption is used for command-signaling transmissions and if any DoS and userauthentication mechanisms are supported for the systems management application.
Response:
3.32 Administration Functions
Verify that the proposed systems management solution supports the administrative
features. What, if any, features are not supported?
Response:
3.33 Section Removed
3.34 Stations
Verify that station counters measure and provide reports for the following parameters:
number of calls, number of stations in measurement, number of blocked stations in
measurement and traffic rating. List any station parameters that are not measured.
Response:
3.35 Threshold Alarms
Confirm that the proposed solution records and reports alarms for: DTMF senders and
receivers, conference bridges, tone receivers, trunk routes, and modern groups.
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Response:
3.36 VoIP Monitoring
Describe all available VoIP monitoring records and reports. Are parameters such as jitter,
call delay/latency, and packet loss tracked and reported? If so, can a system
administrator monitor VoIP calls in real time? What, if any, third-party equipment is being
proposed?
Response:
3.37 Optional Reports
If available, describe the proposed management system’s directory, inventory, total call
volume over of period of time, individual user calls over period of time, long distance call
reports by user and groups, calls answered, calls dropped, average call wait time, and
cabling reports.
Response:
3.38 Call Detail Recording
Please indicate which of the listed fields are included in your call detail record data.
 date
 time
 call duration
 condition code (categorizes information represented in the call record)
 trunk access codes
 dialed number
 calling number
 account code
 authorization code
 facility restriction level for private network calls
 transit network selection code (ISDN access code to route calls to a specific interexchange carrier)
 ISDN bearer capability calls
 call bandwidth
 operator system access (ISDN access code to route calls to a specific network
operator)
 time in queue
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 incoming trunk ID
 incoming ring interval duration
 outgoing trunk ID
Response:
3.39 Maintenance
Do the proposed system maintenance operations support the following: processor status
monitoring; control of power units, fans and environmental sensors; peripheral monitoring
(voice terminals and trunk circuits); initiation of emergency transfer and control to backup
systems; origin of alarm information; and alarm activation? If applicable, name any other
parameters supported.
Response:
3.40 Alarm Conditions
Explain how the proposed management system defines major, minor, and warning
alarms.
Response:
3.41 Maintenance Reports
What, if any, maintenance alarm reports will be provided by the proposed management
system?
Response:
3.42 Remote Maintenance
How does the solution support remote maintenance operations for customer access and
for an outside maintenance service provider? Specify the following: how the system alerts
a remote service center when an alarm condition occurs; the trunk circuit requirements
for alert transmissions; and security measures to prevent unauthorized access.
Response:
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3.43 Section Removed
3.44 Call Recording
Call Recording, the proposed system needs to have the ability to record calls
automatically, manually, on-demand and randomly. How does the proposed system accomplish
this goal?
4
Integrated Messaging System
Describe the proposed integrated messaging solution.
Response:
4.1
Security Features
What security features are included with voice messaging system to prevent abuse and
unauthorized access? Describe how each works to provide this security.
Response:
4.2
Voice Mail Features
4.2.1
Forwarding
Does the system allow forwarding of voice mail from a user in one site to a user in
another site? Verify that the proposed solution meets these requirements.
Response:
4.2.2
Disconnect Detection
Does the system immediately disconnect and restore the line to the service the moment a
caller has hung up?
Response:
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4.2.3 Station Dialing
Does the proposed system enable callers to access, in addition to the menu, an
individual station either through entering the extension number or keying in the recipient’s
last name?
Response:
4.2.4
Answer Announcement
Mailbox Greetings, System announcements and other Mailbox options: Minimum
length for messages, greetings, announcements five (5) minutes; ability to skip through
messages or announcements; deleted messages are saved for 14 days before being
permanently deleted; an option to manually delete messages. Please explain how the
proposed solution supports these operations.
Response:
4.2.5
DTMF Signaling
Is the proposed system capable of generating and receiving standard DTMF tone
signaling?
Response:
4.2.6
Greetings
Greetings for voicemail must be customizable and automated. There should be a
minimum of three (3) different custom greetings that the user can set. Voice mails must
have a date stamp. Verify that the proposed solution offers these features.
Response:
4.2.7
Trunk Access
Please verify whether the proposed system will prevent a caller passing through the
attendant to reach an outside line.
Response:
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4.2.8
Distribution Lists
D2PHWIC requires system to provide a minimum of 500 distribution lists with 500 people
per list. Confirm that the proposed solution can support these requirements.
Response:
4.2.9
Message Forwarding
Can you forward or send a voice mail or message to a list as well as to an individual?
Can voicemail messages be sent to e-mail as a file? Does the proposed solution support
these requirements?
Response:
4.2.10 Audit Trail
Does the proposed solution keep an audit trail of each call? Can this audit trail be printed
on the administrative console together with daily reports?
Response:
4.2.11 Message Indication
How does the proposed solution indicate the receipt of voice mail (a message-waiting
light, altered dial tone or another way)? If in another way, describe.
Response:
4.2.12 Identification Code
How will the proposed solution verify a user’s identification? How can users change their
identification codes?
Response:
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4.2.13 Message Recovery
How does the proposed solution reveal the number of new and total messages, enable a
mailbox user to delete, skip, or save a message?
Response:
4.2.14 Message Reply
How does the proposed solution enable the mailbox owner to respond to a message from
someone within the system? Outside the system?
Response:
4.2.15 Message Review
Will it be possible for a user to either review and edit an announcement or input a
message?
Response:
4.2.16 User Controls
Which of the following functions will the mailbox user be able to control? List any
additional functions in the proposed solution.
 play back messages
 skip to next message
 cancel review
 replay message
 replay faster or slower
 pause
 append information
 forward message (to mailbox or list)
 create new answer announcement
 increase playback volume
Response:
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4.2.17 Other User Features / Controls
List any other system user functions not listed in 4.2.16
Response:
4.2.18 System Management Console
What components will be provided to facilitate system management? How will traffic
reports be generated? List what details will be included in each traffic report.
Response:
4.2.19 System Changeability
Will it be possible for the system administrator to add and/or delete mailboxes, change
general recordings and perform other administrative duties while the system is in
operation?
Response:
4.2.20 AMIS
Does the proposed messaging system support AMIS networking standards?
Response:
4.2.21 Digital IP Networking
Does the proposed messaging system support VPIM networking standards? Describe
how the system supports digital networking?
Response:
5
SERVICES
5.1
MAINTENANCE AND SUPPORT
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1. Vendors must provide a copy of their standard contract agreements for procurements,
maintenance, and/or licensing for all proposed products and services.
Response:
2. What maintenance programs are you proposing? Specifically, describe the program,
features, services, and benefits.
Response:
3. Where are support personnel located? What levels of staff are available for support?
Please give brief description of staff levels.
Response:
4. Define your company’s policy regarding major & minor outages, including definition of
a major & minor outage, response time and dispatch procedure.
Response:
5. What is the structure and schedule of escalating unsolved problems to higher support
levels?
Response:
6. Is a toll-free telephone number available for questions? Does your solution provide for
the capability of direct access for answers to questions?
Response:
7. What are the procedures for identifying software and hardware problems? How are
fixes to those problems implemented? Is there an automated process available to
inquire about known problems and obtain their fixes?
Response:
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5.2
WARRANTY AND REPAIR
1. Describe the warranty program including the standard warranty and any extended
warranty coverage available for the proposed solution.
Response:
2. The warranty must cover the replacement or repair of defective product(s) and related
labor for the replacement or repair of said defective product(s).
Response:
3. Describe any options for extended warranty coverage on parts & labor?
Response:
5.3
PROFESSIONAL SERVICES
Describe your professional services to implement and support the proposed solution. Describe
any services that further integrate or customize the solution. These services would be “above and
beyond” the normal services provided as part of the standard offerings.
Response:
5.4
PROJECT MANAGEMENT AND IMPLEMENTATION
1. Would you provide a dedicated project manager to work with us?
Response:
2. Describe the methodology your firm will use to plan and manage all business requirements to
implement a successful solution.
Response:
3. How many technical support persons will be dedicated to the installation of your solution and
for how long?
Response:
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5.5
SUBCONTRACTORS
1. Disclose the planned use of any subcontractor that will perform any of the services described
in your proposal. In addition, you must choose to identify any other subcontractor that you
believe may add value.
Response:
2. Provide the name and address of each named subcontractor and the work the subcontractor
will be performing.
Response:
3. The supplier will be responsible for the performance of any subcontractors and will not be
relieved by non-performance of any subcontractors. Supplier must provide a summary of
qualifications, years of experience, and references for all named subcontractors.
Response:
5.6
CUTOVER
1. Describe the methodology, processes, and procedures for the logical and physical cutover of
the proposed solution.
Response:
2. Describe the methodology, processes and procedures if a VoIP conversion fails.
Response:
3. Describe the change management plan for transition.
Response:
4. Describe the test plan for transitioning over each system.
Response:
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5.7
ACCEPTANCE
The acceptance of the VoIP Service is to ensure that capacity and quality have been provisioned
successfully. Describe the methodology, processes and procedures for acceptance after the
transition has been completed.
Response:
5.8
TRAINING
1. What initial training is necessary for our personnel to support and use your hardware and
software?
Response:
2. Outline methods of training to be provided for our personnel.
Response:
3. Outline training offerings and any associated costs.
Response:
4. Is on-site training available?
Response:
5.9
BILLING
D2PHWIC policy and procedure does not allow pre-payment or deposit for goods or services
rendered. Purchase orders are issued for all goods and services rendered. Is your company
able to comply? Describe your billing processes.
Response:
5.10 PRICING
5.10.1 Vendor Pricing and Cost Information
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All costs, inclusive of product prices, shipping, installation charges, manuals, training, etc. must
be fully and plainly disclosed. All prices must remain in effect for 180 days from the proposal due
date. Vendors must itemize all components, products, services, costs, etc. Include a fixed
cost bid that includes all installer travel & per diem.
Vendors must provide prices on all components required. Vendors must also supply software
support charges for one year after normal warranties have expired. Vendors must specify which
of the features are included as a matter of design or are available as an extra cost.
Response:
1. Vendors must describe frequency and cost of all scheduled maintenance. Vendors must also
indicate what the cost increases, as measured in percent, have been for the past three years
with respect to maintenance charges.
Response:
2. If a variety of maintenance/service programs are available, a description of all options and
respective prices is required.
Response:
3. Any cost reductions for such items as service credit, technical consulting allowances, waiver
of training, or any comparable non-equipment of maintenance credits should be specifically
stated with cost listed item by item.
Response:
4. All discounts must be clearly defined.
Response:
5. Vendors must describe all costs associated with on-site product training.
Response:
6. Vendor must define the costs associated with obtaining copies of system and user
documentation.
Response:
7. D2PHWIC is a tax exempt government agency. Describe your how you deal with tax exempt
agencies or government agencies.
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Response:
5.11 Prefered Service Options
1. Free System Software upgrades.
We want free system software upgrades to the system.
2. Backup and archiving of system databases
We want you to back-up our system programming on a regular basis.
3. Remote program changes during normal business hours.
We want to call in and request some changes to our system and if they can be done remotely.
4. We expect the phone vendor and the voice vendor to work out E-911 mapping for the two
buildings.
5.12 Additional Parts and Labor
1. Parts – We would like a flat rate for any parts or pieces that we might need to complete the
project, pricing to be valid for 6 months. Example: Handsets, Cable for additional drops,
cables, faceplates, etc…
2. Labor – We would like to have a flat rate for any additional work that needs to be done that is
not covered under the scope of this RFP. Example running additional drops (labor only).
3. Remote Phone Support – We would like to have remote phone support at a flat-rate fee
for a defined period of time.
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