SCHEDULE C – FORM OF PROPOSAL
RFP Project Title:
Design, Supply and Installation of and Support Services for Telephony and Unified Communications
RFP Reference No.:
1220-030-2012-046
Name of Proponent:
Contact Person and Title:
Business Address:
Telephone:
Fax:
E-Mail Address:
TO:
City Representative:
Kam Grewal, CMA,BBA, Corporate Audit Manager, Acting Purchasing and Accounts Payable Manager
Address:
City of Surrey, City Operations Works Yard, Purchasing Section, 1st Floor
6645-148 Street, Surrey, B.C. Canada V3S 3C7
Telephone:
604-590-7274
Dear Sir:
1.0
I/We, the undersigned duly authorized representative of the Proponent, having received and carefully reviewed all of the
Proposal documents, including the RFP and any issued addenda posted on the City Website and BC Bid Website, and having
full knowledge of the Site, and having fully informed ourselves as to the intent, difficulties, facilities and local conditions
attendant to performing the Services, submit this Proposal in response to the RFP.
2.0
I/We confirm that the following schedules are attached to and form a part of this Proposal:
Schedule C-1 – Statement of Departures;
Schedule C-2 – Proponent’s Experience, Reputation and Resources;
Schedule C-3 – Proponent’s Technical Proposal (Services);
Schedule C-4 – Proponent's Technical Proposal (Schedule); and
Schedule C-5 – Proponent’s Financial Proposal.
3.0
I/We confirm that this proposal is accurate and true to best of my/our knowledge.
RFP #1220-030-2012-046
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4.0
I/We confirm that, if I/we am/are awarded the agreement, I/we will at all times be the “prime contractor” as provided by the
Worker's Compensation Act (British Columbia) with respect to the Services. I/we further confirm that if I/we become aware
that another contractor at the place(s) of the Services has been designated as the “prime contractor”, I/we will notify the City
immediately, and I/we will indemnify and hold the City harmless against any claims, demands, losses, damages, costs,
liabilities or expenses suffered by the City in connection with any failure to so notify the City.
This Proposal is submitted this _____________________ day of _________________________, 20__.
I/We have the authority to bind the Proponent.
_______________________________________
_______________________________________
(Name of Proponent)
(Name of Proponent)
_______________________________________
_______________________________________
(Signature of Authorized Signatory)
(Signature of Authorized Signatory)
_______________________________________
_______________________________________
(Print Name and Position of Authorized
(Print Name and Position of Authorized
Signatory)
Signatory)
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SCHEDULE C-1 - STATEMENT OF DEPARTURES
1.
I/We have reviewed the proposed Contract attached to the RFP as Schedule “B”. If requested by the City, I/we would be
prepared to enter into that Contract, amended by the following departures (list, if any):
Section
2.
Requested Departure(s) / Alternative(s)
The City of Surrey requires that the successful Proponent have the following in place before commencing the Services:
a)
Workers’ Compensation Board coverage in good standing and further, if an “Owner Operator” is involved, personal
operator protection (P.O.P.) will be provided,
b)
Workers' Compensation Registration Number _________________________________________;
Prime Contractor qualified coordinator is Name: __________________ and Contact Number: ______________;
c)
Insurance coverage for the amounts required in the proposed Contract as a minimum, naming the City as additional
insured and generally in compliance with the City’s sample insurance certificate form available on the City’s Website
Standard Certificate of Insurance;
d)
City of Surrey business license;
e)
If the Proponent's Goods and Services are subject to HST, the Proponent's HST Number is
____________________________________; and
f)
If the Proponent is a company, the company name indicated above is registered with the Registrar of Companies in
the Province of British Columbia, Canada, Incorporation Number __________________________________.
As of the date of this Proposal, we advise that we have the ability to meet all of the above requirements except as follows
(list, if any):
Section
3.
I/We offer the following alternates to improve the Services described in the RFP (list, if any):
Section
4.
Requested Departure(s) / Alternative(s)
Requested Departure(s) / Alternative(s)
The Proponent acknowledges that the departures it has requested in Sections 1, 2 and 3 of this Schedule C-1 will not form
part of the Contract unless and until the City agrees to them in writing by initialling or otherwise specifically consenting in
writing to be bound by any of them.
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SCHEDULE C-2 - PROPONENT’S EXPERIENCE, REPUTATION AND RESOURCES
Proponents should provide information on the following (use the spaces provided and/or attach additional pages, if necessary):
(i)
Location of branches, background, stability, structure of the Proponent;
(ii)
Proponent’s relevant experience and qualifications in delivering Services similar to those required by the RFP;
(iii)
Proponent’s demonstrated ability to provide the Services;
(iv)
Proponent’s equipment servicing resources, capability and capacity, as relevant;
(v)
Proponent’s references (name and telephone number).
The City's preference is to have a minimum of three
references;
(vi)
Proponent’s financial strength (with evidence such as financial statements, bank references);
(vii)
Proponent should list the levels of staff certification and provide supporting documentation of personnel qualifications
(including name, time employed by the Proponent, and a list of training and experience) of actual personnel that will
be assigned to perform the Services under this RFP (to include Project Management Engineers and Technicians);
(viii)
Proponent should provide information on the background and experience of all key personnel proposed to undertake
the Services (use the spaces provided and/or attach additional pages, if necessary):
Key Personnel
Name:
Experience:
Dates:
Project Name:
Responsibility:
_______________________________________________________________________
Dates:
Project Name:
Responsibility:
_______________________________________________________________________
Dates:
Project Name:
Responsibility:
_______________________________________________________________________
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(ix)
Proponents should provide the following information on the background and experience of all sub-contractors proposed to u
ndertake a portion of the Services (use the spaces provided and/or attach additional pages, if necessary):
DESCRIPTION OF SERVICES
SUB-CONTRACTORS NAME
YEARS OF
TELEPHONE NUMBER
WORKING
AND EMAIL
WITH
CONTRACTOR
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SCHEDULE C-3 - PROPONENT’S TECHNICAL PROPOSAL (SERVICES)
Proponents should provide the following (use the spaces provided and/or attach additional pages, if necessary):
(i)
a narrative that illustrates an understanding of the City’s requirements and Services;
(ii)
a description of the general approach and methodology that the Proponent would take in performing the Services
including specifications and requirements, detailed drawings showing cable and equipment locations, and schematics
showing how equipment will be placed, powered, networked, and integrated with other related equipment;
(iii)
a narrative that illustrates how the Proponent will complete the scope of Services, manage the Services, and
accomplish required objectives within the City’s schedule (including a proposed cutover plan which details the date,
time, roles and responsibilities for system cutover, as well as the order in which system components including critical
endpoints will be cutover to the new system);
(iv)
solutions that would allow the performance of the complete scope of Services without the City incurring a significant
financial expenditure;
(v)
a description of the standards to be met by the Proponent in providing the Services;
(vi)
Proponent should share their corporate vision for future enhancements, new technologies, or expandable services;
(vii)
A description of how voice call quality will be established and monitored, and what quality standards will be met with
the proposed solution.
(viii)
Proponents should provide responses to each of the following:
A.
Core System Capabilities
Describe and illustrate the topology of the advanced communications system showing all components hardware and software.
Provide a schematic of its entire solution, depicting all relevant components, including dedicated or virtual server instances for
running system software.
State your ability to comply with the following and include any additional cost(s), if applicable, that are not detailed in Schedule
C-5: Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
Solution requirements
Windows 2008 R2 Server support (or current version) for installed hardware
VMware Virtualization support for installed hardware
Active Directory Support
Single database image for system
Replicated database across redundant managers
Single Solution – one solution to provide and maintain integrated services: IP-PBX, Voice
Mail, Unified Messaging, Unified Communications, Presence, SIP services, Mobility, IM, video
telephony, call recording and management
Software maintenance & support – formal program providing upgrades, new features, remote
technical assistance from manufacturer
Independently Certified-JITC PBX1, Miercom Networks As Advertised
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Description
Comply
Does Not
Additional
Comply
Cost
System must support off-the-shelf components providing freedom of choice of servers, IP
gateways, IP endpoints, and applications
Standards-Based Endpoints: SIP, MGCP
Standards-Based Voice Compression: G.711, G.729
High Definition Voice: G.722
Standards-Based Video: H.323, H.264, VGA, QVGA, QCIF, 720 HD, 1080 HD
System Capacity
Supports a minimum of 2,000 endpoints
Scales to a minimum of 5,000 endpoints per system (Note: please comment on scalability
price points)
Queue groups configured each with individual Music/Message on Hold (MOH) and
announcements
Number of calls in a queue is only limited by the number of trunks and stations on the system
Minimum of 48 ports of concurrent Voice Mail/Auto Attendant sessions
Ability to scale the number of concurrent Voice Mail/Auto Attendant sessions
Management
Single Management interface for all components and functionality
Intuitive graphical user interface for core administration services
Allow for centralized management that can also be accessed remotely
Easy to use move, add & change tool delivered via web services, with the ability to allow
privileges by role
Remote access through secure connections for all administration functions
Provision of real time system monitoring and management tools with alerting and respective
reporting options
Business Continuity
System able to achieve 99.999% or better uptime (without additional penalty for installing
additional copies or licenses for any fault tolerant solution proposed).
Core software easily distributed through multiple instances across data centers
Automatic, real-time load balancing and survivability available at every location
Ability to maintain calls during recovery
Calls continue when connection to call manager is lost
Remote survivability is supported
Auto Failover to PSTN available
Auto-Discovery of media gateways and IP telephones
Automated Replacement of IP Gateways, IP Phones
Automatic Fault Detection and Recovery
System will automatically re-route a call over a trunk connection, moving it off-network, if
bandwidth along a specific network hop should become limited or constrained
Auto-Replication for Core System Redundancy
DHCP or static IP addressing available
Power Failure Transfer (PFT) connects selected phones to PSTN automatically
SNMP support
Reporting
System reporting and monitoring available on all system functions and components
Support for all Call Reporting formats including: (SMDR, CSV, etc.)
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Description
Comply
Does Not
Additional
Comply
Cost
Complete Event Log Reporting including: (jitter, latency and packet loss for every call event is
to be logged and automatically flagged)
Call accounting available and can export flat file or provide integration
Call detail report available
Data export can provide, at a minimum: Originator ID; Receiver ID; Intended receiver ID;
Time; Duration; Outcome; Reason
Phone list can be exported to plain and marked up text files
System parameters report
Usage reporting (billing) available
Licensing
User-Based licensing model/single license for each user available:
Full itemised licensing can be clearly articulated for all components
User-Based Licensing must not be typically tied to a single desk, location or device
Licensing mechanism must provide the same all-inclusive feature set to all users on the
system regardless of where they are located.
Define if other licensing models are available
E911
E911/911 or other designated emergency numbers are a basic feature of the product.
Precedence and Pre-emption for Emergency Calls
Emergency 911 and Critical Communications sent directly to PSTN
Prioritization breaking through available when trunks are full.
Unique outbound Caller ID for location identification for single or groups of phones
E911 Location Groups
ANI Key information (E911) User Caller ID sent to PSAP
Administrator Emergency Notification: On-Screen Emergency Call Notification (PBX
Emergency Call Group on Active Directory)
Security
TLS/SSL application-level security
Carrier-grade architecture which separates call control from the underlying network
infrastructure
Class of Service profiles
Encryption supported to IP Endpoints and Gateways
High Definition Voice: G.722
HTTPS support for client application
Permission lists on lines and users
Prevention of transferring to outside lines
Prevention of trunk to trunk calls
Real –Time monitoring of all calls
Real-Time monitoring of all calls
SRTP for secure media
Standards-Based Endpoints: SIP, MGCP
Standards-Based Video: H.323, H.264, VGA, QVGA, QCIF, 720 HD, 1080 HD
Standards-Based Voice Compression: G.711, G.729
System design is highly secure, reliable and resilient to potential threats and vulnerabilities.
Time of day routing restrictions
Trunk to Trunk call duration
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Description
Comply
Does Not
Additional
Comply
Cost
User registration and permissions through Active Directory
Software Development Kit (SDK)
Software Development Kit (SDK) included with base system at no additional charge or license
SDK provides WSDL functionality
SDK should provide sample applications (Microsoft Outlook plug-in)
SDK should provide a simulator
B.
IP-PBX
Description
Comply
Does Not
Additional
Comply
Cost
IP-PBX Basic Features
Can initiate and terminate an Audio Call from SIP, Analog and SIP softphone terminals
Direct Inward Dial (DID)
Direct Outward Dial (DOD)
Can transfer blind, attended or directly to Voicemail
Hold and Mute functions available
Caller ID can show caller name, number, intended recipient in coverage scenarios and
call waiting
Call Waiting has Notification/Tone and Disable/Enable
Can Park in Public or Private Park Zone/Extension
Pick-Up Parked Call
Camp-On
Redial
Music on Hold has multiple sources and general, department level or geographic
designation
Message Waiting Indication has Light and/or stutter dial tone
Do Not Disturb has specified or User (multiple endpoints representing a user)
endpoints
Call Back
Call Forwarding can be extension-based, user based (multiple endpoints representing
a user), to internal numbers or to external numbers.
Call Forward is based on Caller ID, can except a specific caller ID and can be based
on presence/status
Telephony Class of Service Restrictions
FAX Support (through SIP gateways)
IP-PBX Advanced Features
Initiate and Terminate an Audio Call – with UC Client to any endpoint (SIP terminal,
Analog terminal, Softphone terminal)
Video Telephony Support for SIP Video and SIP softphone terminals
Video Telephony Support for SIP Softphone Terminal
Simultaneous Ring at 5 or more endpoints
Directory Service available through Terminal display, Auto Attendant, UC client or
Mobile Client
Directory service can interface to Active Directory
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Description
Comply
Does Not
Additional
Comply
Cost
Can integrate with Centrex
Recent Call Log history available through Terminal display, UC client and mobile client
Call History color-coded for Missed/Completed, has Date/Time indication and one
touch call back
Forwarding Profiles can be scheduled by user or administrator
Forwarding Profiles can be schedule by time of day, day of week, by calendar dates or
by presence/status
Automatic Route Selection
Least Cost Routing
Automated Failover is re-routed on PSTN failure, Wan failure or on network
congestion
Automated Failover when Call Manager offline
Call Admission Control available for managing constrained bandwidth hops
Automatic Answer for inbound call
Call Detail Account Codes available with SIP terminals
Call Queuing by individual or workgroup
Call Queuing incorporates Message in Queue, Music in Queue
Call Recording can be automated (based on trunk, station, workgroup, Caller ID, or
number), on demand(ad hoc), invoked by supervisor
Call Recording privileges set by IT policy
Call Recording includes search, filter, and playback
Call Recording includes WAV format for recordings
Audio Conferencing through third-party, no bridge required
Audio Conferencing as dynamic multi-party, up to 25 participants
Distinctive Ringing
Failed Call Announcement
Call Progress Tones
Intercom available as peer-to-peer
Paging can be peer-to-peer or via overhead paging system
Hunt Groups features include: ring all; round robin; linear; first available
Supervisor features include: silent monitor; barge-in and call record
IP-PBX Administrative Features
Provides both centralized and remote administration
Role Specific Administration (for example, MAC interface)
Telephony Area Dialling Rules
Trace Logging
Automatic Trunk Testing
Call Detail includes call records, account codes and logging
Call Accounting provided through real time support, batch process support or via a
third-party
Database Export Tool available
SIP Phone firmware and image updates can be automated
Cater for CAS T1, PRI, Analog, SIP trunks
Trunks allow Q.SIG tie line and hunt groups
Trunk – outbound and inbound routing schedules
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Description
Comply
Does Not
Additional
Comply
Cost
Does Not
Additional
Comply
Cost
Dialling Plan is: flexible and customizable; allows 3,4 and 5 digit extensions; allows
7,10 and 11 digit dialling; allows long distance and international call restrictions
Security features include: IT Administrative policy for system access; password access
for endpoint administration; multi-level user rights for feature access
System Configuration reports available
System Maintenance testing functionality available
System Troubleshooting Reports
System Monitoring available in real time
Automated UC Client Updates
Thin Client delivery of UC interface
C.
SIP terminals
Description
Comply
SIP Terminal Features
All IP phones must be standards-based SIP terminals (no proprietary elements for
functionality)
User interface for physical buttons and display is simple, efficient, clear, and intuitive
Programmable keys are soft keys (utilizing the display to label each soft key); does not
require a telephone designation strip (a DESI label)
Wall mountable or desk based
Dual-port Ethernet supports 1Gbps (so that PC can connect to network at up to
1Gbps)
Dual-port Ethernet support VLAN (so that PC and terminal are on different VLANs)
A common terminal that can accommodate the needs of the majority of customer
facing, call-centre-based, standard office/desk based, or executive worker’s needs,
such as full-duplex speakerphone, support for two lines, desk-based or wallmountable, accommodates hands-free headsets, and can support a receptionist’s
need front calls within a team
A terminal that is suited to the needs of a public courtesy (e.g. lobby), private courtesy
(e.g. break room), or private hotline (e.g. wiring closet or next to a photocopier)
customer
A terminal that is suited to an enterprise-wide, public-facing operator
A terminal that offers a wireless add-on or alternative to a desk terminal
Transfer
Hold
Message Waiting Indication – Light
Message Waiting Indication – Stutter Dial Tone
Busy Lamp Field
Mute
Intercom – Peer-to-Peer
Paging – Peer-to-Peer
Park
Pick-Up
LCD Screen
Caller ID – Name
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Description
Comply
Does Not
Additional
Comply
Cost
Does Not
Additional
Comply
Cost
Caller ID – Number
Caller ID – Intended Call Recipient
Caller ID – Call Waiting
Call Waiting – Indication Tone
Display Called Party Number
Redial
Soft Keys/Menu support on display phones
Supervisor – Call Monitoring
Supervisor – Silent Listen
Supervisor – Barge-In
Supervisor – Call Recording (of a 3rd party monitored call)
Call Recording – On Demand (ad hoc)
Do Not Disturb
Directory Look-Up on display phones
Personal Directory
Call Lists
Presence/Status indication on display phones
Recent Call Log
VPN-less Deployment in Home/Remote office
Codec: G.722 wideband voice (HD voice)
Codec: G.711 uncompressed voice
Codec: G.729 compressed voice
Full Duplex Speaker – for hands-free use
Headset support
Two Ethernet Ports – switch connection & computer
POE support
Local Power option
Web Services – supports information streaming to display
Web Services – supports custom applications to display
Web Services – supports message of the day to display
Computer Telephony Integration – CTI Client
Backlit Dial Pad
D.
Auto Attendant/voicemail/UM
Description
Comply
Auto Attendant
No limit to the number of multi-level Auto Attendants
Integration with other systems as required such as TFB
Every location, division or interest group can have an auto attendant with a unique and
personalized call flow.
Auto Attendant Keypad Prompt Actions
Attendant available at personal, zone or system level
Auto Attendant timeout available
Failed Call announcement
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Description
Comply
Does Not
Additional
Comply
Cost
Voicemail
Broadcast Messages options
User can enter normal or extended absence voice mail greetings
Voice Access Password (min/max 4-16 digit length, history, age)
Can administer Name Recording and secure login
Caller Options
Change Password from Voice Mail Personal Options
Voice Mail allows user to delete, fast forward, pause, play back message (new and
old), record a message (and send), replay, reply, rewind
Message Count
Message Recording Options
Password Display Elimination
Shortcut to Message Recording
Can skip backward, forward and skip date time info
Transfer Extensions
User Login/Password Reset on Desktop
Messages can be stored on or off the MS Exchange server’s storage
Support for Exchange 2010
Scalable access ports
Multiple Telephony Integration Protocols Including SMDI, Digital Station Emulation,
QSIG, CAS, SIP
Simultaneously Integrates with Multiple Telephone Systems, including Centrex
Supports multiple and disparate E-mail clients and stores
Database replication for protection against database failures
Dial by name feature
Mailing list options for users & system administrators
Choices for message delivery markings
User mailbox security options
Single administration interface for voice, speech, Unified Messaging, and fax
Integration between IP PBX, voice mail system and email system
Global User Administration
Supports single point of administration tools
SMS integration
Certified with Vmware® vSphere
Alternate Telephone User Interfaces (TUI) –Octel Serenade (VMX)
Interactive Voice Response (IVR)
Login announcement options
Speech and DTMF Automated Attendant
Message Notification
Multi-language Support
Mailbox system administration capabilities
System diagnostics and alarms capabilities
System management reports capabilities
Unified Messaging
Supports MS Exchange, Outlook and other email systems
Able to send messages from the communications platform to other UC products
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Description
Comply
Does Not
Additional
Comply
Cost
Supports voicemail, IM and email integration with MS Exchange/Outlook and other
email systems
The UMS central server and user configuration details can be managed and
configured centrally
Ability to operate with third party voice mail
Supports IMAP and SDMI
Integrates E-mail, Voicemail and Fax into a Single View
Unified Messaging (UM) Access via Web Interface, Speech or DTMF via the
Telephone, E-mail Client, and any Mobile Device
UM E-mail Client Integration (Microsoft Outlook)
Addresses Unified Messaging Issues with Compliance, Confidentiality and Capacity
Personal Assistant/Find Me/Follow Me
Listen to, create, change, or delete meetings and appointments
Text-to-Speech
Accept or decline meeting requests from others
Call and manage your contacts
Route calls to the most appropriate telephone based on your location and availability
Notify you of missed calls
Perform interactive call screening to divert an incoming call to another person, or
acknowledge a call with a brief message that is played to the caller
Transfer calls from your mobile phone to your office phone and vice versa
Record a conversation
Presence and Availability
Find-me / Follow-me
Contact Access and Dialling ("Call Bill Smith")
Calendar Access and Management ("Get my appointments for next Thursday")
Call Recording
Continuous Connection
Acknowledge, Call Divert and Call Transfer
Missed Call Message Notification
Mobile Access
Hands-free Mobile Access through Intelligent Voice User Interface (VUI)
Access and Message Management
Place Calls
Manage Incoming Calls
Maintain Mailbox Settings
Single Number / Single Mailbox
Unified Messaging
Personal Assistant
E.
Unified Communications Client, Soft Phone and Presence
Proponent should describe the Unified Communications Client, the platforms supported and the versions of operating software
required.
Proponent should provide screen shots of the UC client user interface and associated soft phone.
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State the Unified Communications Client’s ability to comply with the following and include any additional cost(s), if applicable,
that are not detailed in Schedule C-5: Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
Desktop Client
Administrator granted monitoring rights
Application Transport HTTPs - standard, secure
Auto call Manager Identification/Registration
Automated Presence states
Calendar Coordination for notifications
Call back
Call details
Call handling and availability profile
Call history date/time format
Call History list size
Call status of each line
Cell Phone features same as desktop features
Click to join conference
Conference bridge: Monitor participants, view participant details, Join conference
Conference management
Contact Details – location
Contact images
Contact Search
Contact Sorting
Controls multiple endpoints (Softphone, conference phone, and Desk Telephone)
DND – extension
DND - User level
Firewall traversal without VPN
History (Recent Calls List)
IM – history
IM - logging / retrieval
IM – secure
Installed on MAC OS
Installed on Windows OS
Installed on iOS device
Installed on BlackBerry device
Instant Messaging
List contact calls
Media Switching (PC to Phone)
No VPN required
Operation without station line
Persistent Presence
Phonebook Directory
Presence information
Presence is aggregated across all Users presence agents.
Recording indicator
Save contact
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Description
Comply
Does Not
Additional
Comply
Cost
Schedule forwarding profiles
Search call logs
Set away presence timer
Set voicemail password
Simultaneous ringing to multiple destinations (internal and external)
Single Number caller ID across devices
Single Sign-on with Active Directory
System directory information
System level contact lists (uniform across all clients/devices)
Telephone states (off-hook, on-hook)
Thin client application
Upgrades are to be accomplished through simple software updates with a single
application covering all UC services.
User defined contact Lists
User selectable directories
User Selected Images
User-based license
Voice mail status and count
Voicemail - message waiting indication
Voicemail access – click to call mailbox
Voicemail forwarding without Station line
Voicemail retrieval/playback - local rendering
Web Based Mgmt Interface
Windows 7 64-bit support
Instant Messaging
Logging of personal history and logging at Administrative level
Archive – IM archive at Administrative level
Security – HTTPS encryption
Protocol – XMPP standard, allows federation to 3rd party
Presence – coordination with system endpoints
Formatting allows font customization and bold, italicize, underline, color
Notification – screen pop
Notification – message waiting indication (MWI) on IP phone when applicable
Ability to dial contact from IM session
IM integrated into desktop UC Client
IM integration into Mobile Client
Softphone
Busy lamp indicators
Call by name feature
Call Forward
Call log (missed/received/dialed)
Call Recording
Call Recording without any external device
Caller Line Identification Caller ID
Compression CODECS (G.711, G.729, G.622) supported by softphone
Divert call to voice mail
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Description
Comply
Does Not
Additional
Comply
Cost
DTMF signaling on a completed call
Fully integrated into the UC Client
Hold / un-hold
Make call, answer, hang up
Move call to another device
Multi-call appearances
New Instant Message indication
New voice message indication
No VPN required
Operates on Windows based PC
Personal directory
Quick transfer to Conference bridge
Redial
Soft-phone client tags voice and data traffic to ensure appropriate prioritization.
Soft-phone provides ‘Click to Dial’ from contacts within the directory
Speech via USB handsets/headset
Transfer (blind and attended)
Upon failure of primary Call Server, soft-phone automatically re-homes to the
secondary server
User can select ringing on a telephone handset and soft-phone at the same time.
Visual message waiting indication
Volume control
Video Telephony
Softphone provides both audio and video capabilities (when a camera is present)
without additional license
Native 2-party Video
Video is supported by H.264 and a number of other video CODEC options (VGA, CIF,
QCIF for bandwidth management)
MCU integration support to extend desktop video conferencing services
No VPN required
Rich Presence
Presence must provide coordinated status information regardless of device or location
User can select status information as automated, customized and/or driven manually
User selected picture
Status is informed through differentiated icons, text descriptions, and color coding
Integration with Microsoft Outlook calendar to automatically update a user’s presence
Attendant/Directory Services
Attendant soft console runs on PC and can be provided to any desktop user across an
attendant pool spanning any number of locations
Attendant Console must include drag-and-drop call management
On-screen visibility for call presence for system wide users
Called Party Status
Integrated text messaging, visibility and communication
Online system wide phone list with integrated presence status that is always current
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F.
Mobility
Proponent should describe the accessibility and procedures of any applications needed to operate mobile devices within the
communications system.
State your ability to comply with the following mobile device features and include any additional cost(s), if applicable, that are
not detailed in Schedule C-5: Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
Mobility
Freedom to choose off-the-shelf mobile devices
Interfaces to cellular network are vendor agnostic
Mobility services are built into the core application
Move an existing call from a mobile device to an internal phone and back out
Native iPhone Client
Same all-inclusive PBX feature set on mobile device
The UC client resides on the mobile device
The user can select ringing on a telephone handset and cellular phone at the same
time.
G. Call recording
State your ability to comply with the following and include any additional cost(s), if applicable, that are not detailed in Schedule
C-5: Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
Call Recording
Fully integrated call recording service system wide
Call recording for automatic or on-demand recording
Auto Record Indication on UC Client or IP Phone
Call Recording playback from desktop
Auto archive Call Recordings
On Demand call recording from UC Client or IP Phone
Call Recording Extension Restriction
Call Recordings available to be attached as media files
H.
ACD/IVR/Contact Center
State your ability to comply with the following and include any additional cost(s), if applicable, that are not detailed in Schedule
C-5: Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
ACD/IVR/Contact Center
Describe license model (per user, concurrent, etc..)
Time based routing
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Description
Comply
Does Not
Additional
Comply
Cost
Skills based routing
Dynamic queue announcements
Queue position announcements
ETA announcements
Scheduled agent callback
Internet agent callback
Integrated IVR
Programmable queuing
System wide Holiday schedule
Holiday schedule per queue
Caller Identification
Email queuing/routing
Voicemail queuing/routing
Intelligent Routing
Supervisor Monitoring
Inbound and Outbound queuing
Administrator to modify call flow, routing, skill sets, identification profiles,
announcements, prompts
Multi-language support
Soft Wallboard
Fully integrated directory with UC Clients to provide presence
Click to Call integration
Ability to link to databases
Real-time dashboard
Real-time queue
Alerts and Alarms
Agent group display (agents, user state, phone state, agent state, ready/not ready,
calendar state, group stats)
Desktop Agents
Caller Details (e.g. name, requested service, language)
Call Recording (trunk side, station and on-demand)
Phone Only Agents
Agent anywhere
Contact Center Reporting
Real-time monitoring
Real-time queue
Real-time reporting
Historical Detailed Summary Reports
Call Traffic Reports
Agent Performance
Call Duration
Failed/Abandoned Call Report
Group Statistics
Number of queued caller
Longest waiting time of queued callers
Total number of ready agents
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Description
Comply
Does Not
Additional
Comply
Cost
Total number of calls today
Service Level visual indicator
Cradle to Grave reporting (entire call flow including IVR)
I.
Audio Conferencing
Audio conferencing provides substantial cost reduction and increased employee productivity by allowing employees to
communicate effectively from their work stations rather than having to travel or gather in a meeting room. By incorporating
audio and web collaboration into the initial design of our communications system we assure that all of the components work as
a system at the lowest possible cost. State your ability to comply with the following and include any additional cost(s), if
applicable, that are not detailed in Schedule C-5: Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
Audio Conferencing
Thin client for user devices
Support for minimum of 8 party conferencing
Each individual on the system can have their own conference bridge and number
Reservation-less and reservation-based conferences
Customizable conference rooms
Real Time Conference Monitoring
Merge Multiple Conferences
Conference Event Reporting and Recording
Administrative Tracking and Control
Public and Private Chat Rooms
Select entry tones
Personal Identification Numbers (PINs)
Real time information of an in-progress conference
Participants appear by name and/or caller ID
Drop individual users
Visual indication of parties entering and leaving conference
Transfer participant
Send text message
Click to join
Password control into conference
Participant phone sets can be analog, SIP, PBX extensions, mobile phones or other
device without any configuration change to the system
Support for SIP based video and audio MCUs
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Description
Comply
Does Not
Additional
Comply
Cost
Schedule recurring audio conferences via the Web Portal
See real time view of a running audio conference via Web Portal. Participants can be
seen by name or by caller ID.
Display for identification of loudest speaker
Exercise multiple in-conference controls via phone key presses or the Web portal
Auto mute noisy lines or lines with excessive echo
Merge two or more audio conferences into one without dropping any calls
Transfer participants between conferences
Send a detailed end of conference summary report to the moderator after a given
audio conference is over
Record entire conference or excerpts from a conference and playback via PC’s media
player or via dial-in IVR
NEBS Compliant
Support Type 1 Secure Audio conferencing
Support Multi-level Precedence and Pre-emption capability
Support Type 1 Secure Audio conferencing
Hot/standby and load shared modes for high availability
Support enhanced information security per JITC
XML based API for provisioning via external CRM system
SNMP for interfacing with external NMS
Support automatic noise/echo detection on a line and prevent such lines from entering
a conference
Support for iCAL for interfacing with (Microsoft Outlook, Lotus Notes etc.)
Upload of billing CDRs to external FTP sites, periodically or on demand
Context sensitive help built into the web portal
Online training available
J.
Web Collaboration
Web Conferencing as an application that will significantly boost the productivity of our meetings is desireable. State your
ability to comply with the following and include any additional cost(s), if applicable, that are not detailed in Schedule C-5:
Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
Web Collaboration
Web based collaboration application, no software download required to your PC
Supported to run across the Internet or a private data network without requiring any
changes to firewalls
Desk Top Sharing Mode- Show any document or co-browse the Web with fellow
participants
Presentation Sharing Mode- Upload PowerPoint & PDF documents to edit in a
collaborative session
White Boarding Mode- Create diagrams/visuals with fellow participants in a
collaborative session
Public & private Chat Room- can respond to questions in public or privately
Allow another participant to take control and share his/ her desktop
Record a Web Conference
Record Audio & Web Conference combined
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K.
Additional Telephone Features
State your ability to comply with the following and include any additional cost(s), if applicable, that are not detailed in Schedule
C-5: Proponent’s Financial Proposal:
Description
Comply
Does Not
Additional
Comply
Cost
Additional Telephone Features
Abbreviated dialling
Address Groups (Call Distribution among Workgroups)
Administrator authorization via Group policy
Allow transfers from Auto Attendant
Analog Phone Support
Audit Logging
Authorization Password for Dialing from Restricted Phones (User Rights; Password
*99)
Automatic call back
Automatic call back message
Barge-Monitor
Context-Sensitive Help
Dial Tone Timeout
Ipv6 Network Layer Connectivity
Layer 2 VLANS security (gateways & endpoints)
Load Balancing (IP phones, hubs, servers)
Localization Setting Templates (with languages and AA prompts)
Maintenance Testing
Media Gateway Security
Media Gateway SIP station support
Microsoft Outlook Contact Integration
Night Service; Auto Attendant
Personalized Ringing
Provisioning phones: NEC Dterm 700 series Auto configuration
Provisioning phones: NEC Dterm 700 series Manual configuration
Recent Call Log Phone set
SIP Trunking (media gateway trunk support )
Speed Dialling (custom numbers from admin)
Speed Dialling (user custom in desktop contacts)
Station Lock
L.
Telephone Station Features
Proponent should indicate features for proposed models of telephone sets:
Feature
Model 1
Model 2
Model 3
Integrated Power over Ethernet
Power - Local AC Power Brick
Standard SIP
LCD Screen
Transfer
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Feature
Model 1
Model 2
Model 3
Hold
Forward
Three Way Call
Mute
Park
Speaker
Call Waiting tone
Caller ID Number
Caller ID Name
Display Called Party Number
Message Waiting Indicator
Stutter Dial tone for MWI
Redial
Do Not Disturb
Personal Directory
Recent Call Log
Star code support
Speed Dial
Divert to Voice Mail
Transfer Return Time Configuration
Park Reminder Return Time Configuration
Call On Hold Return Time Configuration
Voice Mail Call Return (callback)
Start / Stop Call Recording
Automatic Off-Hook Call Placement (Ringdown)
G.711 codec
G.729 codec
G.722 codec
Headset Jack
Microbrowser Supported
Microbrowser Based Idle Screen Display
Configurable Idles Screen Display Message
Hot Desking
Barge-Monitor
Distinctive Ringing for Group Phones
Global Directory
Divert to Voice Mail
Monitor Conferences
Web based Configuration
Automatic registration/updates
Media Switch Phone to PC
IP phones plug directly into the data network
M. Emergency Response
Proponent should provide a detailed in-place plan to restore service if the system is rendered totally inoperative as a result of a
major malfunction or catastrophe. Proponent should specify the maximum time to provide limited service. In the event of a
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major system failure, a replacement system must be made available. Proponent should state where the replacement system is
located and the time required to restore full service.
Further, the Proponent should recommend installing telephones within the organization to be connected directly to the PSTN
so that emergency communications will be possible in the event of a total system failure.
N.
Additional Information
Proponent should describe any assumptions made in the Proposal (environment, resources, timelines, etc...).
O. Value Added Offerings
Proponent should attach or append any additional information for review.
P.
Service Level Agreement/Software Maintenance Agreement/Maintenance Agreement
Proponent should include sample Service Level Agreement(s), Software Maintenance Agreement(s), and other Maintenance
Agreement(s), as applicable.
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SCHEDULE C-4 - PROPONENT’S TECHNICAL PROPOSAL (SCHEDULE)
Proponents should provide an estimated schedule (including an installation plan comprised of a timeline with well defined
milestones and identification of the respective roles and responsibilities), with major item descriptions and time indicating a
commitment to perform the Contract within the time specified (use the spaces provided and/or attach additional pages, if
necessary).
MILESTONE DATES __________________________________
ACTIVITY
SCHEDULE
1
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3
4
5
6
7
8
9
10
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SCHEDULE C-5 - PROPONENT’S FINANCIAL PROPOSAL
The following tables are a general indicator of how a Proponent will organize and include comprehensive information to assist the City’s
Evaluation Team in evaluating Proposals. The City is asking for clear, concise and comprehensive information that clearly outlines the
Goods and Services and all fees (installation, setup, configuration, and maintenance fees), or a selection of fees (where applicable).
The intent here is for Proponents to disclose all Goods, Services, and plans and indicate whether there is a fee or it is a no charge
offering.
1.
Table A: Pricing Summary
Proponents should provide a summary of all cost elements (to be detailed below):
Pricing Summary
Table B. Equipment (Materials) Total
$
Table C. Labour Total
$
Training Total
$
Shipping Total
$
Other
$
HST (12%) Total
$
Total Proposal Price
$
2.
Table B: Equipment (Materials)
Proponents should include all equipment/material components that will be included in the total turnkey system as part of the Services in
the format provided below. Do not include HST:
Part Number
Description
Quantity
(a)
Unit Cost ($) Total Cost ($)
(b)
(a) x (b)
Subtotal (carry this subtotal above to Table A):
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3.
Table C: Labour
Proponents should include a not to exceed estimate for all labour required to deliver a turnkey solution in the format provided below. Do
not include HST:
Hours
(a)
Labour Type
Unit Price Per Hour ($/hr)
(b)
Total Cost ($)
(a) x (b)
Project Management
Engineering & Design
System Design & Database
Programming
Switch Technician
Other Installation
Subcontractor
Training
Other
Hours Subtotal:
Subtotal (carry this subtotal above to Table A):
4.
Table D: Post Warranty Maintenance Pricing
Proponents should provide maintenance pricing for years 2 through 5 for the following. This maintenance period is not guaranteed to be
included as part of the agreement and is at the sole discretion of the City. Do not include HST:
Maintenance Coverage
Maintenance coverage on all parts and labour
24 hours x 7 days response
Maintenance coverage on all parts and labour
Monday – Friday 7:00am – 6:00pm response
Year
Cost
2
$
3
$
4
$
5
$
2
$
3
$
4
$
5
$
2
$
3
$
4
$
5
$
Maintenance coverage of equipment (materials) only
5.
Table E: Pre and Post Cut Pricing/Additional Requirements
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Proponents should provide a schedule of add on costs for common components, both pre-cut and post-cut. Post cut pricing must
remain valid throughout the warranty period. The following is a list of Separate Price(s) and forms part of this RFP, upon the
acceptance of any or all of the Separate Price(s). The Separate Prices are an addition to the total Proposal Price and do not include
HST. DO NOT state a revised total Proposal Price. Proponents should provide an itemized schedule of additional requirement costs.
This should also include costs for the following scenarios:
SP-1. Costs to add further handsets, trunks and other hardware and software components required to cater for growth within the
organization. Proponent should also identify where this growth would require reuse of components and components that would
no longer be required.
SP-2. Costs for the addition of future offices. Scenarios to range from an addition of 20, 50 and 100 users. These could include their
own servers or linking to other venues.
SP-3. Costs for the addition of more users to unified messaging, voicemail, contact centre, ACD, IVR or any other system. Identify
costs per increment.
SP-4. Provide the pre- and post-cutover unit prices on all devices and the associated labour costs on the principal components. This
will assist in determining the costs of expansion.
Part Number
Description
Pre Cut
Unit Cost ($)
Post Cut
Unit Cost ($)
Additional Services:
Indicate if the City is eligible for discounts on additional services available:
Additional Expenses:
The proposed Contract attached as Schedule "B" to the RFP provides that expenses are to be included within the fee, other than the
expenses listed in the Contract as disbursements. Details of disbursements are to be shown in the chart above. Please indicate any
expenses that would be payable in addition to the proposed fee and proposed disbursements set out above:
Payment Terms:
A cash discount of _______% will be allowed if account is paid within _____ days, or the_________ day of the month following, or net
30 days, on a best effort basis.
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