NOTE: THE DETAILS IN THIS RFP ARE CISCO-CENTRIC.
REQUEST FOR PROPOSAL
FOR A NEXT GENERATION
IP-BASED VOICE, DATA and VIDEO
COMMUNICATIONS SYSTEM
FOR
<COMPANY>
PROPOSAL DUE DATE:
<DATE>
PRESENTED BY:
6510 Telecom Drive, Suite 100, Indianapolis, IN 46278
800.460.9568 ◊ www.aotmp.com
KNO-SHR-IR-v20080813.1
© 2008 AOTMP
TABLE OF CONTENTS
1
<COMPANY>’S REQUEST FOR PROPOSAL .................................................................... 4
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10
1.11
RFP OVERVIEW .................................................................................................................................. 4
CUSTOMER CONTACTS AND CONTRACT REQUIREMENTS ............................................................... 5
PROPOSAL FILING DATE .................................................................................................................... 5
NUMBER OF COPIES ............................................................................................................................ 5
SCHEDULE OF EVENTS ........................................................................................................................ 6
PROPOSAL RESPONSE FORMAT ......................................................................................................... 6
VENDOR QUESTIONNAIRE .................................................................................................................. 7
OVERVIEW OF CURRENT ENVIRONMENT ......................................................................................... 8
NETWORK DESIGN .............................................................................................................................. 9
REQUIREMENTS FOR <COMPANY>’S IP COMMUNICATIONS SYSTEM ....................................... 10
SUGGESTED HARDWARE/SOFTWARE FOR <COMPANY>’S IP COMMUNICATIONS SYSTEM .... 11
2
EXECUTIVE OVERVIEW...................................................................................................... 14
3
VENDOR PROFILE ................................................................................................................. 15
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
5
5.1
5.2
5.3
5.4
5.5
PROPOSED IP COMMUNICATIONS SYSTEM ..................................................................................... 15
IP COMMUNICATIONS SYSTEM ARCHITECTURE ............................................................................ 15
SYSTEM RELIABILITY AND AVAILABILITY ..................................................................................... 18
ADVANCED ROUTING FEATURES ..................................................................................................... 19
EMERGENCY SERVICES .................................................................................................................... 20
PROPOSED SYSTEM CABLING .......................................................................................................... 20
SYSTEM ADMINISTRATION REQUIREMENTS ................................................................................... 21
SYSTEM MONITORING AND DIAGNOSTICS ...................................................................................... 22
IP TELEPHONY SYSTEM SOFTWARE AND HARDWARE ........................................... 24
HARDWARE CONFIGURATION .......................................................................................................... 24
SYSTEM SOFTWARE .......................................................................................................................... 25
CONFERENCING ................................................................................................................................ 27
SYSTEM FEATURES ........................................................................................................................... 27
STATION HARDWARE AND IP SOFTPHONE...................................................................................... 28
IP MANAGER-ASSISTANT ................................................................................................................. 32
ATTENDANT CONSOLE ..................................................................................................................... 34
SYSTEM REPORTING AND CALL DETAIL REPORTING.................................................................... 35
VOICE MAIL AND UNIFIED MESSAGING SYSTEM SPECIFICATIONS ................... 36
VOICE /UNIFIED MESSAGING SYSTEM DESCRIPTION AND SUPPORT OPTIONS ............................ 36
VOICE /UNIFIED MESSAGING SYSTEM SPECIFICATIONS ............................................................... 36
VOICE MAIL SYSTEM – SYSTEM FEATURES ................................................................................... 37
VOICE MAIL SYSTEM – USER FEATURES ........................................................................................ 39
VOICE MAIL SYSTEM – SYSTEM ADMINISTRATION ....................................................................... 40
6
6.1
6.2
6.3
6.4
6.5
7
IMPLEMENTATION ............................................................................................................... 42
SCOPE OF WORK ............................................................................................................................... 42
PROJECT MANAGEMENT .................................................................................................................. 42
INSTALLATION REQUIREMENTS ...................................................................................................... 43
FACILITY REQUIREMENTS ............................................................................................................... 44
TRAINING........................................................................................................................................... 44
VENDOR SERVICE ................................................................................................................. 45
7.1 MAINTENANCE AND WARRANTY ..................................................................................................... 45
7.2 LOGISTICAL SUPPORT ...................................................................................................................... 45
7.3 REPAIR RESPONSE ............................................................................................................................ 46
8
CONFIGURATION/PRICING ................................................................................................ 48
9
FINANCIAL REQUIREMENTS............................................................................................. 49
9.1 PAYMENT OPTIONS ........................................................................................................................... 49
9.2 PAYMENT SCHEDULE ........................................................................................................................ 49
10 TERMS AND CONDITIONS .................................................................................................. 50
<COMPANY>’s Request for Proposal
1.1
RFP Overview
This Request for Proposal (RFP) documents <COMPANY>’s requirements for a native IP-based voice,
data and video communications system. This IP communications system will replace the current system.
The proposed IP communications system must be able to support all the required call processing, voice
messaging, contact center, management and administrative features of this RFP. In addition, the
proposed IP communication system must be capable of meeting anticipated growth. Since this RFP calls
for a converged system, it is expected that vendors will propose some combination of gatekeeper(s),
gateway(s), client and conference devices as well as an intelligent network infrastructure to meet these
capabilities.
This Request for Proposal (RFP) is intended to provide a standard base from which to evaluate
alternatives for communications systems and to allow the vendor flexibility in proposing the most
appropriate and cost-effective system. The acceptance of a proposal does not obligate <COMPANY> to
purchase a system from any vendor. <COMPANY> reserves the right to reject all proposals and not
make a decision. All costs for proposal preparation are the responsibility of the bidder. After receipt of
the proposal, and prior to signing the contract, <COMPANY> reserves the right to modify the system
requirements by adding or deleting specific equipment or optional features.
<COMPANY> is looking for a converged IP voice/video/data solution. Bidders should use their vast
knowledge and experience within the communications industry to recommend a creative solution that will
meet or exceed <COMPANY>’s requirements. Though much of this RFP leans towards a complete Cisco
solution, <COMPANY> will accept all RFP’s with like quality design and equipment.
Preference will be given to the vendor that provides a comprehensive, cost-effective, single-vendor
solution for current specifications, future capacity requirements, and ongoing service and support.
Key Decision Criteria

IP-based Voice/Data/Video capabilities and Intelligent Network Infrastructure:
Integration of voice, data and video applications with a converged Internet Protocol (IP)
solution. Ability to provide highly reliable and available switching systems, a wide variety
of gateways to the PSTN and legacy TDM equipment, and a strong selection of IP
phones.

Vendor Experience and Vision: Evaluation of the vendor's experience in building
intelligent network infrastructures and implementing Internet technologies. <COMPANY>
is looking to partner with a vendor that has vision and leadership in the Internet industry.

Vendor support for Open System Standards: The vendor should be committed to
supporting open system industry standards, such as H.323, 802.1p and 802.1q, MGCP,
TAPI, JTAPI, etc.

Voice Messaging: Scalable, cost-effective voice messaging solution that supports
industry standards, such as AMIS-A, VPIM, LDAP and IMAP.

Contact Center: The vendor should offer solutions from entry-level, informal contact
centers to large, multi-site, multi-channel enterprise contact centers. The solution should
have native integration to IP call processing, and may be required to bridge legacy TDM
and IP contact centers.
1.2

System Administration: Maximum flexibility for rapid, efficient, and cost-effective
configuration changes, affecting personnel and associated IP telephone equipment
through a standard browser-based interface.

Vendor Support/Service Capabilities: Remote serviceability, technical support of the
entire CBX system and applications, and vendor reputation. Ability to provide global
support.

Scalability: Modular, cost-effective growth in both IP phones and applications over the
next five years. Asset protection moving forward is critical.

Leading Edge Technology:
technological advances.
The ability to incorporate future requirements and
Customer Contacts and Contract Requirements
For questions about the Request for Proposal or <COMPANY>’s system requirements,
contact:
Contact Name:
Address:
Phone Number:
Fax number:
E-mail address:
<NAME>
<ADDRESS>
<PHONE NUMBER>
<FAX NUMBER>
<E-MAIL ADDRESS>
Requests for clarifications should be e-mailed. Clarifications will be sent to all
bidders.
1.3
Proposal Filing Date
All proposals must be received by:
<NAME>
<COMPANY>
<ADDRESS 1>
<CITY>, <STATE> <ZIP>
By: <TIME>
<DATE>
Bids received after that time will not be accepted.
1.4
Number of Copies
<#>
copies of the proposal are to be delivered to <COMPANY>.
1.5
Schedule of Events
Event
Request for Proposal Issued
Site Visit
Last Day for Questions/Clarifications
RFP's Due to Purchaser
Purchasing Decision
System Cut Date
1.6
Date
<DATE>
By
Appointment
<DATE>
<DATE>
<DATE>
<DATE>
Proposal Response Format
This RFP has been provided in soft copy for the bidder’s convenience. Responses to
<COMPANY>’s RFP must be in the same format as the original request. All responses
should be stated in the body of the document following the specific questions. As requested,
please place additional information in the Appendix.
Please note that any modifications to the questions in this RFP by the bidder will result in
immediate rejection of that proposal.
Vendor Questionnaire
Bidding Company Name:
Address:
Sales Representative Name:
Telephone Number:
E-mail address:
Technical Advisor:
Telephone Number:
E-mail address:
1.7.1
Who manufactures the proposed system?
[If you are not the manufacturer of the equipment that you are proposing, list the
manufacturer’s name.]
Manufacturer Address:
1.7.2
Does the bidder install the product or use business partners?
Response:
1.7.3
Does the bidder maintain the product or use business partners?
Response:
1.7.4
Does the bidder maintain a support call-in center for problems?
Response:
1.7.5
Does the bidder provide on-site assistance if it is required?
Response:
1.7.6
Does the bidder maintain a web site for customers to access technical support and
documentation?
Response:
1.7.7
Please provide three customer references from projects of similar size and scope of work.
Response:
1.7
Overview of Current Environment
<COMPANY> has the following current environment:
<INSERT COMPANY DESCRIPTION AND CURRENT ENVIRONMENT OVERVIEW>
1.8
Network Design
<INSERT PROPOSED TOPOLOGY DIAGRAM>
1.9
Requirements for <COMPANY>’s IP Communications System
<COMPANY> requires the following:
A solution that will replace the current system with a unified voice/data network that will seamlessly serve
the central administration office and all campuses with a flexible architecture that will allow for growth. All
existing telephones and intercom phones should be replaced with equivalent new IP telephones that support
basic telephony features. An employee should be able to plug in their IP phone anywhere on the network
and automatically receive calls without administrative intervention.
IP Communications System should be capable of handling IP video applications.
A backbone network, IP PBXs and gateways must be sized and configured for automatic load shifting.
<COMPANY> requires a cost-effective level of network security that is adequate to prevent outside
monitoring of telephone calls, file transfers, passwords, etc.
A solution that can be phased in over time if funding limitations become a concern.
Phase 1
<DEFINE REQUIREMENTS>
Phase 2
<DEFINE REQUIREMENTS>
*Phase 3
<DEFINE REQUIREMENTS>
*Phase 4
<DEFINE REQUIREMENTS>
*Depending on pricing discounts Phase 3 and 4 purchases could be included with Phases 1 and 2.
6510 Telecom Drive, Suite 100, Indianapolis, IN 46278
800.460.9568 ◊ www.aotmp.com
KNO-SHR-IR-v20080813.1
© 2008 AOTMP
1.10 Suggested Hardware/Software for <COMPANY>’s IP Communications System
[NOTE: Customize this section to meet your requirements. This chart is for example purposes only.]
Product Number
Product Description
Cisco Call Manager & Server
CALLMANAGER-3.3
CallManager 3.3 Top Level Part Number
MCS-7825H-2.2-EVV1
CAB-AC
MCS 7825H-2266 Server With P4 2.266,1GB SDRAM,
40GB ATA
Power Cord,110V
CON-SNT-MCS7825H1
SMARTNET 8X5XNBD MCS 7825H-2266 Serve
SW-CCM-3.3-7825=
CON-SAU-CCM33-25
CallManager 3.3 - MCS-7825H-2266 with 1000 Svr Usr Lic
SW Application Support & Upgrades
Unity Unified Messaging & Server
UNITY-BUNDLE
UNITY-4.0
UNITY-EXCHANGE
UNITY-DS-ENG
UNITY-MS-ENG
UNITYU4-200USR-E
UNITY-LIC-POOL
UNITY-MSG-STR5.5
UNITY-RS4
CON-OSP-UNITY-4X
MCS-7825H-2.2-ECS1
UNITY-PWR-US
UNITY-WIN2K-ENG
UNITY-UM-USR-E
CON-SNT-7825HECS1
CON-SAU-UNITYUM16
Qty
Unity Bundle
Unity 4.0
Unity for Exchange
Unity Data Store - in English
Unity Message Store in English. Not required for Domino.
Unity UM Exchg, 200 users, 16 session, 2 TTS
Unity Pooled License (lets multiple servers share users)
Unity Message Store 5.5
Unity, 4-session TTS
24x7x4 Onsite Svc, Top Level-Order Svc for Each Indiv
Comp
MCS 7825 Unity; 512MB; RAID 1; Win2K
Power Cord - US, Can, Mex, PR, Phil, Ven, Tai, Col, Ecu
Cisco Unity Operating System 2000 - English
One Unity UM for Exchange User
SMARTNET 8X5XNBD MCS 7825 Unity; 512M
SAU SVC., Unity Unified Messaging - 16 Port
Phones
CP-7960G
PROMOTION PRICE, Cisco IP Phone 7960G, Global
SW-CCM-UL-7960
CallManager Unit license for single 7960 IP phone
CON-SNT-7960
8x5xNBD Svc, Med-hi traff multi line phn + 1 Usr Lic
CP-7940G
PROMOTION PRICE, Cisco IP Phone 7940G, Global
SW-CCM-UL-7940
CON-SNT-7940
CallManager Unit license for single 7940 IP phone
8x5xNBD Svc, Cisco IP Phone 7940
CP-PWR-CUBE=
IP Phone power transformer for 7900 series phones
CP-PWR-CORD-NA=
7900 Series Transformer Power Cord, North America
CP7960G/SFPH1.3BUN
Product Number
Cisco IP Phone 7960G + Cisco IP SoftPhone 1.3 Bundle
Product Description
Digital Voice Gateway
Qty
CISCO2651XM-V
VWIC-1MFT-T1
CAB-AC
S26CP-12213T
CISCO2651XM, AIM-VOICE-30, IOS IP Plus, 96D/32F
1-Port RJ-48 Multiflex Trunk - T1
Power Cord,110V
Cisco 2600 Ser IOS IP PLUS
MEM2600XM-64U96D
64 to 96MB DRAM factory upgrade - 265xXM/XM VPN
Bundles
MEM2600XM-16U32FS
AIM-VOICE-30
16 to 32 MB Flash Factory Upgrade for the Cisco 2600XM
30 Channel Voice/Fax AIM
CON-SNTP-2651XM-V
SMARTNET 24X7X4 2651XM,AIM-VOICE-30,
Voice Gateways with SRST - remote buildings: BME, CES, CJH, Admin.
CISCO1760-V-SRST
S17CV8P-12213T
Cisco 1760-V with 24-user SRST Feature License
Cisco 1700 IOS IP/VOX PLUS
PVDM-256K-4U12
Cisco 1760-V 4-Channel to 12-Channel PVDM Factory
Upgrade
VIC-2FXO-M1
Two-port Voice Interface Card - FXO w/ Reversal (for US+)
VIC-2FXO-M1
CAB-AC
Two-port Voice Interface Card - FXO w/ Reversal (for US+)
Power Cord,110V
FL-SRST-SMALL
Feat Lic Survivable Remote Site Telephony up to 24
phones
MEM1700-16U32MFS
Cisco 1700 16MB to 32MB Flash SIMM Factory Upgrade
MEM1700-32U64D
Cisco 1700 32MB to 64MB DRAM Factory Upgrade
CON-SNT-1760VSRST
SMARTNET 8X5XNBD Cisco 1760-V with 24
Analog Telephone Adaptors
ATA186-I2
Cisco ATA 186 2-Port Adaptor, Complex Impedance
ATACAB-NA
ATA Power Supply Cable for North America
SW-CCM-UL-ANA
CallManager Unit license for single SCCP analog port
CON-SNT-ATA186I2
SMARTNET 8X5XNBD Cisco ATA 186 2-prt adaptor cmplx
imp
IP Telephony Event Monitor Software - Voice Health Monitor
CWITEM-1.3-ADD-K9
IP Telephony Env Monitor 1.3 WIN, VHM only add-on to
LMS 2.X
CON-SAS-CWITEMADD
SAS SVC., IP Teley.Env.Mntr.1.3,WIN,VHM only
Product Number
Product Description
Cisco Catalyst 4507
WS-C4507R
Catalyst 4500 Chassis (7-Slot),fan, no p/s, Red Sup
Capable
PWR-C45-1300ACV
Catalyst 4500 1300W AC Power Supply with Int Voice
PWR-C45-1300ACV/2
CAB-7513AC
Catalyst 4500 1300W AC Power Supply with Int Voice
AC POWER CORD NORTH AMERICA
WS-X4515
Catalyst 4000 Supervisor IV (2 GE),Console(RJ-45)
WS-X4515/2
Catalyst 4507R Redundant Supervisor IV,(2
GE),Console(RJ-45)
S4KL3-12112EW
Cisco IOS BASIC L3 SW C4000 SUP 3/4
(RIP,St.Routes,IPX,AT)
MEM-C4K-FLD64M
Catalyst 4500 Sup III/IV Compact Flash, 64MB Option
WS-X4418-GB
Catalyst 4000 GE Module, Server Switching 18-Ports
(GBIC)
WS-X4448-GB-RJ45
Catalyst 4000 48-Port GE Module, 10/100/1000 Base-T
(RJ45)
WS-G5486
1000BASE-LX/LH long haul GBIC (single mode or
multimode)
WS-G5484
1000BASE-SX Short Wavelength GBIC (Multimode only)
CON-SNT-WS-C4507
8x5xNBD Svc^ Catalyst 4507R Series Modular Switch
Cisco Catalyst 3550-12G
WS-C3550-12G
CAB-AC
10 GBIC ports and 2-10/100/1000BaseT ports
Power Cord,110V
CON-SNT-C3550-12G
8x5xNBD Svc, 10 GBIC ports and 2-10/100/1000BaseT
por
WS-G5486
1000BASE-LX/LH "long haul" GBIC (single mode or
multimode)
Cisco Catalyst 3550-24 PWR
WS-C3550-24PWR-SMI
CAB-AC
CON-SNT-C3550SMI
WS-G5486
24-10/100 inline power + 2 GBIC ports: SMI
Power Cord,110V
SMARTNET 8X5XNBD 24-10/100 inline pwr,2 GBIC
prts:SMI
1000BASE-LX/LH "long haul" GBIC (single mode or
multimode)
Cisco 3005 VPN Concentrator
CVPN3005-E/FE-BUN
CVPN3005-E/FE hw set, sw, client, and US power cord
CVPN3005-SW-K9
CAB-AC
CON-SNT-VPN3005
Software for VPN3005 Concentrator (Reqd for 3005)
Power Cord,110V
8x5xNBD Svc, Cisco VPN 3005
Qty
IPTV Starter System
2
IPTV-3417-START-M
SF-3417-IPTV-3.4
CAB-AC
Cisco IP/TV 3417 MPEG-1, MPEG-2 Half D1Starter
System
IPTV 3417 software load
Power Cord,110V
1
1
1
CON-SNT-3417-STRT
8x5xNBD Svc, IPTV 3417 MPEG-1/2 starter sys. FD1 card
1
EXECUTIVE OVERVIEW
This section is an introduction to and summary of the system being proposed by the vendor. This
should be structured so anyone reading only this section has a clear understanding of the proposed
system.
Response:
3
VENDOR PROFILE
This section is to provide an overview of the vendor's proposal and its architecture, and experience in the
manufacturing, installation, and support of the type of system proposed. It also covers how the vendor will
provide an intelligent network infrastructure to support the IP Communications system.
3.1
3.1.1
Proposed IP Communications System
Provide a brief description of the proposed system. Include diagrams if desired.
Response:
3.1.2
What are the model names and version numbers of all relevant components of the proposed system?
Response:
3.1.3
Describe how your solution can be used increase end-user productivity.
Response:
3.2
3.2.1
IP Communications System Architecture
Provide a brief description and discussion of your system architecture. Describe your philosophy on
open architecture and your ability to support other vendors’ equipment.
Response:
3.2.2
Provide a diagram of the system architecture.
Response:
3.2.3
Describe your company’s experience with building intelligent network infrastructures.
Response:
3.2.4
How does your proposed intelligent network infrastructure support end-to-end QoS? In a converged
network supporting voice, broadcast video, H.323 video, and data, how are QoS issues resolved?
Response:
3.2.5
How do LAN switches recognize voice traffic to guarantee QoS?
Response:
3.2.6
How does the intelligent network infrastructure recognize voice traffic at the WAN edge and guarantee
QoS across WAN links?
Response:
3.2.7
How does your system provide for Call Admission Control to guarantee that LAN/WAN links are not
oversubscribed?
Response:
3.2.8
Explain how the intelligent network architecture provides power to IP phones over the Ethernet. Can
the network automatically detect the presence of the IP phones? If so, how is this done, and what are
the benefits of this feature?
Response:
Survivable Remote Site Telephony
3.2.9
Does your solution support remote office phones from a centralized phone system? If so, how does this
work and what equipment is required at the remote site?
Response:
3.2.10 Are applications also available to users at remote sites?
Response:
3.2.11 Describe what local survivability capabilities are provided for remote sites during a WAN outage (for
remote sites hosted off of a central server).
Response:
IP Addressing and VLAN Support
3.2.12 Explain how you can provide easy addressing of the IP phones without having to change the addressing
scheme of the existing IP data network.
Response:
3.2.13
Can IP phones share existing Ethernet ports with data devices, or do the IP phones require additional
Ethernet ports to be added by the customer to support voice?
Response:
3.2.14 Do your phones have a built-in switch to support automatic VLAN? Please comment in detail about your
VLAN support.
Response:
3.2.15 Under what circumstances would a phone outage affect the PC communicating to the network?
Response:
3.2.16 In terms of support for open industry standards, which of the following standards do you support in your
proposed solution? If the standard is not currently supported, indicate in the “Availability Date” column
when you expect to support it.
RECOMMENDATION
1. G.711
2. G.726
3. G.728
4. G.729
5. G.729a
6. H.323 V2
7. T.120
8. Q.931
9. 802.1d
10. 802.1p
11. 802.1q
12. 802.3
13. SNMP
14. FAX - Group 3
15. FAX - Group 4
16. T.37
17. T.38
18. IP Precedence
19. Differentiated Services
20. RSVP
21. Weighted Fair Queuing
22. CBWFQ
23. PQWFQ
24. RED
25. Weighted RED
26. RTP
27. CRTP
28. RTCP
29. RTSP
30. Policy Based Routing
31. Committed Access Rate
32. IPv6
33. MGCP
34. H.225
35. H.245
36. TCP/IP
37. UDP/IP
38. DHCP
39. DCL
40. DNS
STATUS
AVAILABILITY DATE
3.3
3.3.1
System Reliability and Availability
Does the system support clustering? If so, across how many systems?
Response:
3.3.2
What is the highest number of IP devices currently supported under a single instance of the software?
How many IP devices are supported by a cluster?
Response:
3.3.3
Does the system have a web-based or GUI-based administration tool? Is this included in the base
price?
Response:
3.3.4
Can a single instance of the administration tool be used to manage all systems within an enterprise
simultaneously?
Response:
3.3.5
How does the system provide for fault tolerance? Identify the components that can be duplicated in
your system. Fully describe the systems redundancy capability. Is it “hot standby redundancy”, “shared
redundancy”, etc?
Response:
3.3.6
Explain in detail how a switchover occurs in a redundant system.
Response:
3.3.7
In redundant systems, how are databases synchronized?
Response:
3.3.8
Identify each component that is duplicated in your proposal. In the pricing section, provide one price for
the redundancy proposed here.
Response:
3.3.9
What is the anticipated mean time between failures (MTBF) of the components quoted in this RFP?
Response:
3.3.10 How would you provide redundancy and disaster recovery ensuring no single point of failure for our
entire voice network? Please detail recovery methodology including recovery times and outages.
Response:
3.3.11 In consideration of a full-scale rollout of voice over IP, which would include all campuses and the central
administration office, please describe how voice services are maintained at these remote sites if there is
an outage at the remote site.
Response:
3.3.12 What virus and intrusion protection comes with your product?
Response:
3.3.13 How often is it maintained and enhanced?
Response:
3.3.14 What is your response time to the identification of new viruses and attacks?
Response:
3.3.15 How do you monitor new viruses and intrusions?
Response:
3.3.16 What toll fraud protection is available? How is it monitored?
Response:
3.3.17 Describe any UPS or “battery” back-up capabilities for the proposed system. Can these capabilities
benefit a redundant system? Please explain.
Response:
3.4
3.4.1
Advanced Routing Features
Fully describe your advanced routing features. Please be sure to include a discussion of the following
applications:






Amount and type of routing plans.
Types of trunks supported in routing scheme.
Queuing and overflow capabilities.
Use of authorization codes on individual routes.
Describe how your system handles digit deletion and insertion regarding the North American
Dialing Plan. Include system limitations.
Describe the route filtering method.
Response:
3.4.2
Describe the Dial Plan structure.
Response:
3.4.3
Describe the Dial Plan configuration options.
Response:
3.4.4
Is the system compliant with the North American Numbering Plan (NANP)?
Response:
3.5
3.5.1
Emergency Services
If emergency-911 municipal services are mandated for commercial systems, is your proposed system in
compliance today?
Response:
3.5.2
Identify the systems ability to redirect callers who dial “911” or “9+911” to a predetermined location; i.e.,
security desk, operator’s console, etc.
Response:
3.5.3
Describe how the system identifies location information of the IP phone and makes a 9-1-1 call.
Response:
3.5.4
How often does the PS-ALI database need to be updated after new phones are added to the system, or
phones move?
Response:
3.6
3.6.1
Proposed System Cabling
Provide information on the cable type (fiber, copper, other) number of pairs / strands required between
buildings.
Response:
3.6.2
Does your cabling requirement take into account redundancy, disaster recover, single points of failure?
Please explain.
Response:
3.6.3
Is there a preferred manufacturer for your proposed system required cabling?
Response:
3.6.4
How many pairs of wires are needed to support the specified instruments, terminals and consoles?
Response:
3.6.5
Identify and describe the distance limitations and wire gauge limitations to your station equipment,
consoles, administrative terminals, etc.
Response:
3.7
System Administration Requirements
Describe the system administration tool(s) available to meet the following requirements.
3.7.1
Is the system administration application accessible from any workstation on the LAN /WAN?
Response:
3.7.2
Is the system administration application accessed through a standard web browser? Can it run on any
Windows 98/2000/XP client?
Response:
3.7.3
Can moves and changes be “batched”; that is, can block copy changes be made to a number of
subscribers or class of service simultaneously?
Response:
3.7.4
Can administration of multiple remote sites be done through a centralized workstation? Is there any
limit to how many workstations are supported?
Response:
3.7.5
How is security provided to prevent unauthorized access to the administration application? How many
levels of security can be defined? Is there any limit to the number of administrative users that can be
given access passwords? Can some administrative users be defined with “view-only” permissions? Can
different individuals be given individualized permission levels?
Response:
3.7.6
Explain how the administrator would reload the database if they needed to restore a previous
configuration.
Response:
3.7.7
Is there a limit to the number of administrators that can be logged on to the system at one time?
Response:
3.7.8
Does the administrative application system have an alternate form of access if the primary access is
unavailable?
Response:
3.7.9
Does the administrative application have on-line help? If yes, describe.
Response:
3.7.10 Does the system have a web-based or GUI-based administration tool? Is this included in the base
price?
Response:
3.7.11 Can a single instance of the administration tool be used to manage all systems within an enterprise
simultaneously?
Response:
3.7.12 Describe the database used to administer the IP PBX and populate telephone tables. Describe how this
database might be integrated with <COMPANY>’s current email, NT, and HR databases.
Response:
3.8
3.8.1
System Monitoring and Diagnostics
What diagnostic tools are available? Does the system support the Windows 2000 Event Log? What
diagnostic reports are available to aid in isolating faults? Can diagnostics be remotely accessed? Are
the system‘s diagnostic tools SNMP compliant?
Response:
3.8.2
What remote diagnostics are available? Can administrators see and access any alarms or alerts on the
system from remote terminals?
Response:
3.8.3
Describe the system monitoring report(s) available from the IP PBX. If monitoring reports are not
supported with the current proposed product, state when they will be available in a released product,
and what the expected limitations of these reports will be at that time.
Response:
3.8.4
For each of the following system monitoring items listed below, respond with a “Yes” if the proposed IP
PBX monitoring reports can support this feature. If the answer is “Partly Yes”, then define exactly what
is supported and what is not supported, and when you expect the IP PBX to be able to support this
feature. If the answer is “No”, then state when you expect the IP PBX to be able to support this feature.
Feature
Status Trunking
Real-time traffic
Status of all routing components
Status of all remote components
Status of individual stations
Status of all gateway ports
Provide call trace capability
3.8.5
YES
NO
Availability Date
Describe the system alarms and alarm notification available from the IP PBX.
Response:
4
IP TELEPHONY SYSTEM SOFTWARE AND HARDWARE
4.1
4.1.1
Hardware Configuration
Describe in detail the hardware platform supporting the solutions in the small, medium, and large
deployment scenarios. Include whether the solution uses open-market industry standards–based
hardware (with specifications) or is a closed (proprietary) platform.
Response:
4.1.2
What equipment will have to be purchased to support the proposed solution?
Response:
4.1.3
Can the solution work on a customer-specified platform, or is a specific vendor platform required?
Response:
4.1.4
What is the model name and number of the proposed IP call processing system (gatekeeper)?
Response:
4.1.5
Describe the IP call processing hardware platform in detail. Is it based on industry standard hardware,
or is it proprietary?
Response:
4.1.6
What standard components are included on the call-processing platform?
optional?
What components are
Response:
4.1.7
What is the maximum user capacity of the proposed IP communications system? Provide a description
of how scalability is achieved. For example, describe what is required to scale from 100 users to over
25,000 users.
Response:
4.1.8
What is the maximum number of simultaneous conversations supported by the proposed system? Is the
system non-blocking for voice calls?
Response:
4.1.9
What is the maximum number of busy hour call attempts supported by the proposed system?
Response:
4.1.10 Describe all the gateways the vendor can provide to support connectivity to legacy TDM equipment and
the Public Switched Telephone Network (PSTN). Be sure to include a description of the gateway
options available for analog station and trunk and digital trunk connectivity.
Response:
4.1.11 Identify all PRI services that you support: ANI, call-by-call, DNIS.
Response:
4.1.12 Identify all PRI feature and signaling options.
Response:
4.1.13 Identify all the PRI features that the proposed system has supported at working customer sites.
Response:
4.1.14 Please provide a list of PBXs and Central Office switches to which your PRI trunk has been successfully
connected.
Response:
4.1.15 Does the bidder support H.323-compliant gateways from other manufacturers?
Response:
4.1.16 Does the system have a web-based or GUI-based administration tool? Is this included in the base
price?
Response:
4.1.17 Can a single instance of the administration tool be used to manage all systems within an enterprise
simultaneously?
Response:
4.2
4.2.1
System Software
Which software package is being proposed? Please provide the release and version?
Response:
4.2.2
Is this the most recent release of this software? When is the next software release due?
Response:
4.2.3
Does the system main memory utilize RAM and/or ROM, or other?
Response:
4.2.4
How does your company provide future software releases? How is software upgrades performed?
Response:
4.2.5
When system or station software updates are performed, must the system be shut down, or can these
types of activities take place in an on-line environment?
Response:
4.2.6
How frequently do you back-up the operating software, which includes up-to-date moves and changes?
Is a copy secured off-site, and how frequently is that copy updated?
Response:
4.2.7
What non-proprietary open systems computer telephony (CTI) applications are available with the
proposed system?
Response:
4.2.8
What is your plan of record for developing CTI applications?
Response:
4.2.9
What Telephony Application Programming Interface (TAPI) applications do you support or currently
offer?
Response:
4.2.10 What Java Telephony Application Programming Interface (JTAPI) applications do you support or
currently offer?
Response:
4.2.11 Do you have a partner program for third-party applications development?
Response:
4.2.12 If so, list certified example offerings.
Response:
4.2.13 Describe how the system supports workers who may perform their job from more than one location.
Response:
4.3
4.3.1
Conferencing
If your system supports Meet-Me conferencing, how many parties to a conference and how many
simultaneous conferences to a resource? Describe the resources and their limitations.
Response:
4.3.2
Is there password protection and entry and exit tones?
Response:
4.3.3
Is there a scheduling package for managing defined capacities?
Response:
4.3.4
What hardware and software resources are required?
Response:
4.3.5
How many simultaneous conference calls can be scheduled? How many participants are supported per
conference?
Response:
4.3.6
Describe how <COMPANY> employees from non-company telecommuting locations can (a) gain
authorized access to the IP PBX to make calls to (b) local or (c) long distance calls.
Response:
4.4
System Features
For the following features, use the table to indicate their availability. Note if any of these features are
optional or result in additional charges.
FEATURE
Answer/Answer Release
Application Sharing
Attendant Console
Audio Volume Adjust
Auto Echo Cancellation
Automated Call-by-call Bandwidth Selection
Automated Phone Installation Configuration
Automatic Phone Moves
Call Detail Records
Call forwarding (Off Premise)
Call forwarding (Ring and/or No Answer)
Call forwarding (Self Directed)
Call Hold / Release
Call Park / Pickup
Call Transfer
Call Waiting
Calling Line ID Line and Name
YES
NO
OPTIONAL
Chat
Conference (unicast)
Conference (multicast)
Direct Inward Dialing
Direct Outward Dialing (DOD)
Distinctive Ringing (internal vs. external call)
Distinctive Station Ringing Pitch
Event Logging and Reports
Event Viewer Interface
External SMDI Interface
File Transfer
H.323 V2 RAS Support
IP Phones set IP Precedence Bit
IP Routable
IP-based Integrated Messaging
JTAPI
Last Number Redial
License Management
Multiple Calls Per Line Appearance
Multiple Line Appearances
Number Portability
Performance Monitor Interface
PRI Protocol Support (NI-2 and EuroISDN)
Privacy (prevent barge in on bridged extension)
Redundant Call Managers
Remote Process Control
Ringer Pitch Adjust
Ringer Volume Adjust
Shared Extensions on Multiple Phones
Single Button Collaborative Computing / Virtual
Meetings
Speakerphone Mute
Speed Dial (Auto-Dial)
System Events on Windows NT Event Viewer
TAPI 2.1
Toll and Nuisance Number (900,976,970,550,540
exchanges) Restriction
Tone On Hold
Video
Visual Message Displays (All digital telephones)
(name, extension, etc.)
Web Administration
Web Documentation
Web-based Speed Dial (Auto-Dial) Directory
Whiteboard
4.5
4.5.1
Station Hardware and IP Softphone
What methods are available to for disposition of blocked calls (announcements, reorder, queuing,
others)?
Response:
4.5.2
Provide a description of each IP telephone available with the proposed system.
Response:
4.5.3
Do you offer an IP softphone? If yes, please respond in detail to questions 4.5.3.1 through 4.5.3.10.
Response:
4.5.3.1
Provide a general description of the IP softphone and its features and capabilities.
Response:
4.5.3.2
What PC operating system is required for the IP softphone?
Response:
4.5.3.3
What are the PC requirements for the IP softphone?
Response:
4.5.3.4
What standards are supported by the IP softphone?
Response:
4.5.3.5
Does the IP softphone support Microsoft NetMeeting?
Response:
4.5.3.6
Is a physical IP phone required in addition to the IP softphone?
Response:
4.5.3.7
Can the user set up conference calls by dragging and dropping the participants from a list on their
display or from a directory? Can the user place a call by dragging and dropping the party to be called
from a directory?
Response:
4.5.3.8
Is the graphical user interface configurable by the user? Describe which features can be customized.
Response:
4.5.3.9
Does the IP softphone include an integrated help function?
Response:
4.5.3.10 Does the IP softphone maintain a call history log (separate from the system CDR)?
Response:
4.5.4
Are shared extensions supported on the IP phones?
application.
Response:
Explain how these work in a call coverage
4.5.5
Do the phones require manual labeling of features or lines?
Response:
4.5.6
Do the phones support pushing of URL content?
Response:
4.5.7
Can the phones be configured to point to a primary and backup server for redundancy?
Response:
4.5.8
If yes, is failover automatic and how long does it typically take to connect to the backup server?
Response:
4.5.9
If yes, how many servers can the phone be configured to point to?
Response:
4.5.10 How is software/firmware upgrades applied to the phones?
Response:
4.5.11 Do phones support “log in” to use another person’s phone and have your calls directed to that phone?
Response:
4.5.12 Describe all methods for forwarding calls to cover positions, Voice Mail and the Operator. Identify how
many cover points can be included in the call forwarding, hunting or cover path.
Response:
4.5.13 Please describe the proposed system’s speed dialing capabilities.
Response:
4.5.14 Identify any of your system’s telephone sets that require local power. Is power required locally at the
station? Please specify the power requirements for each type of set and if they require local or closet
power. If power is lost (for any telephone type), is the telephone set completely disabled or, is support
services such as LCD/LED devices disabled?
Response:
4.5.15 Are headsets available for all IP phones?
Response:
4.5.16 Does your station equipment provide the following features?
FEATURE
Application Sharing
Audio Volume Adjust
Auto Echo Cancellation
Call Forward Busy
Call Forward No Answer
Call Forward All Calls
Call Hold / Release
Call Park / Pickup
Call Transfer
Call Waiting
Calling Line ID Line and Name
Chat
Conference (unicast)
File Transfer
Last Number Redial
Meet Me Conference (multicast)
Multiple Calls Per Line Appearance
Multiple Line Appearances
Prime Line Select
Privacy
Ringer Pitch Adjust
Ringer Volume Adjust
Shared Extensions on Multiple Phones
Single Button Collaborative Computing / Virtual
Meetings
Single Button Retrieve
Speakerphone Mute
Speed Dial (Auto-Dial)
Video
Whiteboard
YES
NO
OPTIONAL
4.5.17 Are 802.3 ports auto sensing and auto negotiable?
Response:
4.5.18 Can your solution be configured for VLANs?
Response:
4.5.19 Can your solution be configured for secondary VLANs? If so, describe how the configuration is
accomplished.
Response:
4.5.20 Is VLAN trunking supported or multiple VLANs on a single interface?
Response:
4.5.21 How does your system support power fail transfer?
Response:
4.6
4.6.1
IP Manager-Assistant
Are there special features or configurations associated with Manager/Boss and Admin/Secretary
telephones?
Response:
4.6.2
Is additional hardware or software required?
Response:
Managers
4.6.3
Does the manager have a GUI application for setup or configuration?
Response:
4.6.4
Do managers have access to select assistants that will support their calls?
Response:
4.6.5
Are they accessible from Telephone, Application or both?
Response:
4.6.6
Can a manager select whether or not all calls will ring only on assistant’s telephone?
Response:
4.6.7
Are they accessible from Telephone, Application or both?
Response:
4.6.8
If all calls are ringing only on assistant’s telephone, does a manager have the ability to see who is
calling for them?
Response:
4.6.9
If so, can a manager intercept or take call from assistant’s phone?
Response:
4.6.10 Can the manager manually re-route an incoming call from his/her phone to the assistant?
Response:
4.6.11 Can managers configure filters to allow or disallow certain calls to be answered directly by the
manager?
Response:
4.6.12
Are they accessible from Telephone, Application or both?
Response:
Assistants
4.6.13 Does the assistant have a GUI application to support managers?
Response:
4.6.14 Can the assistant send an active call directly to manager’s voicemail?
Response:
4.6.15 If yes, how many steps are involved?
Response:
4.6.16 Can the assistant send an active call directly to a manager?
Response:
4.6.17 If yes, how many steps are involved?
Response:
4.6.18 Can assistant view the manager's status?
Response:
4.6.19 Can assistant change or update manager's configuration?
Response:
4.7
Attendant Console
<COMPANY> prefers a PC-based attendant console application rather than a traditional hardware console.
Does your system offer a PC-based attendant console application? If so, please respond in detail to this
section:
4.7.1
Provide a description of the general capabilities and features of your PC-based attendant console
application.
Response:
4.7.2
Is the PC-based attendant console application browser-based?
supported?
What PC operating systems are
Response:
4.7.3
Provide an illustration of the PC-based attendant console application GUI and describe its key features.
Response:
4.7.4
Does the PC-based attendant console have loop keys? How many loop keys are supported?
Response:
4.7.5
Does the PC-based attendant console application have a busy lamp field (or equivalent)?
Response:
4.7.6
Can the PC-based attendant console application access the corporate (LDAP) directory? Can the
operator search the directory? Can the operator use the directory list to drag and drop incoming calls to
the destination extension?
Response:
4.7.7
Is the PC-based attendant console application a separately priced option? If so, what is the price?
Response:
4.7.8
Do all of the PC-based attendant console applications that are running share the same information?
Response:
4.7.9
How many PC-based attendant console applications can be supported by the system?
Response:
4.7.10 What is the maximum number of simultaneous calls that can be handled by the PC-based attendant
console application?
Response:
4.8
4.8.1
System Reporting and Call Detail Reporting
Describe how system CDR reporting is configured. How are these records accessed?
Response:
4.8.2
What is the format of the CDR records? Can they be exported to an external application for analysis?
Response:
4.8.3
Do you recommend any third-party CDR billing vendors?
Response:
4.8.4
Does the system have the capability to report by location and on a consolidated enterprise level?
Provide examples.
Response:
4.8.5
What standard reports are included with the system?
Response:
4.8.6
How are customized reports generated?
Response:
5
VOICE MAIL AND UNIFIED MESSAGING SYSTEM SPECIFICATIONS
This section details the specific technical requirements which <COMPANY>'s Voice Mail System must satisfy,
and documents the principal applications to be supported by the system. A single system solution must support
a minimum of <X> users with growth to <Y> users, and provide voice mail functionality. Users should be able to
access their voice mail messages locally and remotely through a standard DTMF phone.
5.1
5.1.1
Voice /Unified Messaging System Description and Support Options
Describe in detail your voice/unified messaging product offering. Include an overview of the hardware,
software, architecture, and components of the equipment proposed to meet <COMPANY>’s
requirements.
Response:
5.1.2
What is the typical method of support for future software updates, and how are licensing upgrades
handled?
Response:
5.1.3
What hardware level support is available? Can the appropriate hardware for our design be purchased
directly from Cisco or only from a third party?
Response:
5.2
5.2.1
Voice /Unified Messaging System Specifications
How many ports are proposed to support <COMPANY>’s voice mail system? If additional ports are
required in the future, how are these added? Explain how the system scales beyond the number of
proposed ports.
Response:
5.2.2
Are voice messages stored in an industry standard format? How many Mbytes of disk space are
required for each hour of voice storage?
Response:
5.2.3
What operating system does the voice mail/unified messaging system use?
Response:
5.2.4
Does the voice mail/unified messaging system support AMIS-A and/or VPIM for networking?
Response:
5.2.5
Does the voice mail/unified messaging system support connectivity to <OTHER VENDOR’S> networked
voice mail? If so, please explain how this functionality is supported.
Response:
5.2.6
What database is used for the message store?
Response:
5.2.7
Once a voice mail is left, can it be forwarded to another user? Can the user append comments before
forwarding the message to another user? Explain how this works.
Response:
5.2.8
Is the voice mail/unified messaging system remotely accessible for both subscribers and
administrators? Can the system be accessed from a standard touch-tone phone? What other types of
clients and points of access are supported?
Response:
5.2.9
Specify if the ports on the proposed system are used in one direction or used for both incoming and
outgoing call activities such as message notifications and voice application call handling. Can this be
programmed under administrative control?
Response:
5.2.10 Does the proposed system use analog or digital interface ports? If analog, include in your proposal the
specific interface card required for the IP Communication system. If proposed ports are digital, provide
all specifications that the telephone system must meet for proper operation. Is your offering truly an
“IP/voice converged system”? Please explain, and use architectural diagrams if possible.
Response:
5.3
Voice Mail System – System Features
5.3.1
Describe in detail the voice digitization technique and voice digitization rate used for recording users'
speech.
Response:
5.3.2
5.3.2.1
Indicate the capacity limits that can be defined for a particular voice mailbox. Indicate whether or not
this is configurable by class of service.
What is the length of the longest message that can be recorded by a caller?
Response:
5.3.2.2
How many messages can be stored in a subscriber's mailbox?
Response:
5.3.2.3
What is the maximum total number of minutes of messages that can be stored in a single voice
mailbox? How is this controlled with your system?
Response:
5.3.2.4
Are users given any notification that these limits have almost been reached?
Response:
5.3.2.5
Does the system provide an "end of recording" warning?
Response:
5.3.3
Does the system provide user adjustable playback speed control (with full pitch preservation)?
Response:
5.3.4
Does the system provide alternate system wide conversations? Please explain.
Response:
5.3.5
Does the unified messaging system provide any text to speech capabilities? If so, please explain how
a typical subscriber would take advantage of this feature.
Response:
5.3.6
Does the unified messaging system provide ASR and speech recognition features?
Response:
5.3.7
Can system prompts be interrupted by experienced users? In other words, is there a "fast path" for
users? Can system prompts be repeated?
Response:
5.3.8
If a caller does not know a particular subscriber's extension number, can they "look up" the subscriber
by "spelling" the name via touch tone input? Explain how the system would resolve the situation where
one name has multiple entries (e.g., "Jones")?
Response:
5.3.9
Does the voice mail system support multiple greeting? If yes, describe all available greetings.
Response:
5.3.10 Are touch-tone keys dedicated to a specific function, or are they context-sensitive?
Response:
5.3.11 Does the voice mail system support a "zero out" to the attendant feature? Is this feature configurable by
class of service? Can the "zero out" destination be a station rather than the attendant? If the "zero out"
destination is busy, or rings unanswered, will the call be re-directed?
Response:
5.3.12 Describe the voice mail systems capabilities with regard to the following security features?
5.3.12.1 Users should be required to enter a password to access their voice mailbox. What is the minimum
and maximum password length? How is this configured? Can it be different for different classes of
users?
Response:
5.3.12.2 Does the system track failed password entries in a single session? Does the system automatically
disconnect the caller after a configurable number of failed attempts?
Response:
5.3.12.3 Does the system track failed password entries across multiple sessions? Does the system
automatically lock out the user after a configurable number of failed attempts?
Response:
5.3.12.4 Does the system log information about failed password attempts?
Response:
5.3.12.5 Does the system require a system administrator password?
Response:
5.4
Voice Mail System – User Features
5.4.1
5.4.1.1
Can system subscribers conduct the following actions:
Pause and replay messages.
Response:
5.4.1.2
Record messages; send and mark "urgent", "private", etc.
Response:
5.4.1.3
Transfer messages to other users and append them with their own comments.
Response:
5.4.1.4
Create their own distribution lists.
Response:
5.4.1.5
Edit / Modify their own distribution lists.
Response:
5.4.1.6
Dial internally by name / company directory.
Response:
5.4.1.7
Obtain user instruction through system prompts.
Response:
5.4.1.8
Record personal greetings. How many different greetings can they have?
Response:
5.4.1.9
Modify own passwords.
Response:
5.4.1.10 Set business days and hours for alternate greetings.
Response:
5.5
Voice Mail System – System Administration
5.5.1
Is system administration done through a standard web-enabled GUI?
advantages of this type of administration over other methods?
If so, please explain the
Response:
5.5.2
5.5.2.1
The system administrator should be able to perform the following actions:
Add or modify a class of service. State what user permissions or characteristics within a class of
service can be created or modified.
Response:
5.5.2.2
Set the minimum and maximum password length for a user.
Response:
5.5.2.3
Set the maximum length of voice messages.
Response:
5.5.2.4
Set the maximum failed login attempts before a user lockout from the mailbox.
Response:
5.5.2.5
Assign default passwords for users, and reset passwords for users that have been locked out of their
mailboxes.
Response:
5.5.2.6
Set the "disk space remaining" warning level.
Response:
5.5.2.7
Add, delete, or modify a user.
Response:
5.5.3
Explain how the system administrator would perform a backup and restore on the voice messaging
system.
Response:
5.5.4
Please explain the major features provided by your system that directly support administration of remote
branch office users.
Response:
6
IMPLEMENTATION
6.1
Scope of Work
As part of the RFP all bidders must prepare a formal “Scope of Work” document.
6.2
6.2.1
Project Management
Project Plan - Bidders are required to supply a complete description of the key activities required for the
installation of the proposed system.
Response:
6.2.2
Project Organization Chart - In the project plan, the bidder will include a project organization chart with
the reporting relationships of project team members and other key personnel. An escalation matrix
should also be included.
Response:
6.2.3
Transparency - It is essential that the installation of the new system be as transparent as possible to
the users. There should be no telephone service interruptions, no interim changes in dialing
procedures, and no perceived degradation in the quality of service.
Response:
6.2.4
Responsibility Matrix and Project Schedule - A master project schedule must be included, along with
a work responsibility matrix, identifying the tasks the vendor will perform and the tasks <COMPANY> is
expected to perform to successfully implement the new system.
Response:
____________________________________________________
EXAMPLE: This sample implementation plan is included to provide a suggested format. Actual
activities and dates are always customer-specific.
<COMPANY>
SAMPLE IMPLEMENTATION PLAN
All necessary tasks related to your installation are tracked to ensure a trouble-free cutover. The
project manager uses an implementation plan similar to this enclosed sample.
ACTIVITY
START
END
Preimplementation
Proposal submitted
Contract awarded to vendor
Initial customer meeting
Site Preparation
Secure storage for equipment
Required structural modifications
Electrical Modifications and Inspection
System Design
Letter of agency
Telco planning meeting
Order Telco services
System design meetings
New Telco Requirements
Test new Telco
Data entry
Test software applications
Software freeze date
Cable Plant
Tone and test cable
Install station cable
Install house cable (if required)
Install outside plant (if required)
IP Communication System Installation
Deliver equipment to site
Power up and test
Install servers
Install gateways
Install MDF and IDF
Install UPS systems
Run cross-connects
Set phones
Training
Identify training room
Schedule users for class
User training classes
Testing
Cutover
Install trunks to PSTN
IP Communication System ready for full utilization
Post-Cutover Activities
In-service coverage
System Acceptance
Service turnover meeting
6.3
6.3.1
Installation Requirements
Responsibility - The selected vendor is solely responsible for the complete turn-key engineering of the
new telecommunications system and all interconnecting facilities.
Response:
6.3.2
Initial Work - Vendor will perform station reviews, data base preparation, and original program
initializations.
Response:
6.3.3
Telco Coordination - Vendor will coordinate the ordering of all long-distance and local communications
facilities as deemed necessary by <COMPANY>. Ensure that WAN circuits are in place as required.
Response:
6.3.4
Testing – Vendor must prepare and deliver a complete testing log of the IP Telephony system.
Response:
6.4
6.4.1
Facility Requirements
Bidders must furnish all space, power, and environmental requirements for the proposed telephone
system and optional voice messaging equipment.
Space – Provide the physical dimensions of the proposed equipment.
Power - All power requirements, including any special conditioning or grounding requirements.
Heat - Vendor must provide heat dissipation for proposed switch room and the recommended safe
temperature operating range for the proposed system.
Floor Loading - Vendor must provide complete floor loading requirements.
ADD A TABLE HERE FOR ENVIRONMENTALS:
6.5
6.5.1
Training
Requirements - The successful bidder is required to conduct end-user training on <COMPANY>
premises, tailored specifically to <COMPANY>’s particular requirements (e.g., console operator,
message center operator, secretary, and professional).
Training class sizes will not exceed more than <x> station users at a time.
Response:
6.5.2
Training Plan - Vendor will also provide a training program and training materials for designated
<COMPANY> personnel who will train future employees.
Response:
6.5.3
Description - For each product application proposed, provide a detailed description of the training the
vendor will provide. Specify the cost of this training.
Response:
6.5.4
Materials - Reference copies of the training materials should be included as part of the bidder's
response to this RFP.
Response:
7
VENDOR SERVICE
7.1
7.1.1
Maintenance and Warranty
A complete maintenance and warranty agreement must be included as part of the bidder's proposal,
including all options available for extended coverage and full pricing details for each level of coverage.
Response:
7.1.2
One Year Warranty - The telephone system and all associated equipment in the bidder's proposal must
be warranted by the bidder and by the manufacturer to be free of defects in equipment, software, and
workmanship for a period of at least one year following system cutover.
Response:
7.1.3
Defective Parts - During the warranty period and any subsequent maintenance agreement, any
defective components shall be repaired or replaced at no cost to <COMPANY>.
Response:
7.1.4
Maintenance Personnel - All system maintenance during the warranty period and under any
maintenance agreements shall be performed by the successful bidding organization using personnel
employed full time by the bidder and at no additional cost to <COMPANY> other than those charges
stipulated to maintain the warranty.
Response:
7.1.5
Ten Year Support - As part of the response to this specification, the bidder must guarantee to continue
to provide system maintenance for a period of not less than ten years following the expiration of the
original warranty period.
Response:
7.2
7.2.1
Logistical Support
Bidder should identify the address of the vendor's local service centers and the number of service
personnel trained on the proposed system.
Response:
7.2.2
Include in this section any other support levels in the local area available to <COMPANY> for the
maintenance of the proposed system.
Response:
7.3
7.3.1
Repair Response
The successful bidder will provide routine system monitoring to assure the continued operation of all
system components.
Response:
7.3.2
Repair Commitment - The bidder must include a description of the bidder's repair commitment from
time of trouble discovery through the time the trouble is cleared.
Response:
7.3.3
Response Time – <COMPANY> is guaranteed a response time of no more than <x> hours for all major
system problems and a maximum of <x> hours response to other system problems.
Response:
7.3.4
4 Hour Response - During the warranty period, the bidder must supply no more than a 4-hour response
to major problems, 24 hours a day, 7 days a week.
Response:
7.3.5
Major/Minor Problems - Bidders must describe their definitions of major and minor problems.
Response:
7.3.6
Preventative Maintenance - Explain any services the vendor offers that would assist in disaster
avoidance and recovery planning for the proposed system.
Response:
7.3.7
Spare Parts Availability - Describe the availability of spare parts maintained in the area for the critical
hardware and software.
Response:
7.3.8
Replacement Time - Explain the amount of time required for full replacement of the central operating
hardware/software of the system, assuming a suitable site exists for locating the replacement
components.
Response:
7.3.9
Emergency Installation - How long does it take trained personnel to install and load operating system
software and database software, if a major disaster destroys the call processing component
(gatekeeper) of the system?
Response:
7.3.10 Plan - Explain the available services provided by the vendor to allow for a high level of recovery from
disasters [e.g., within two (2) hours, four (4) hours].
Response:
7.3.11 Back-up Procedures - Describe standard database back-up procedures.
Response:
7.3.12 Replacement Options - Describe the options available to <COMPANY> if a system component is
destroyed (e.g., replacement with the next machine on the assembly line, replacement systems
available locally, customer spares on site, etc.).
Response:
8
CONFIGURATION/PRICING
8.1.1
Bidder must itemize all charges for individually identifiable components of the proposed IP
Communication system, including all associated installation, programming, and cabling. Bidder must
include charges for all components required to connect all applications, all design charges, Telco
interface charges, and training charges.
Response:
9
FINANCIAL REQUIREMENTS
9.1
9.1.1
Payment Options
Bidder may offer methods of payment to include leasing options.
Response
9.2
9.2.1
Payment Schedule
Bidder must include payment schedules available with the proposed leasing options.
Response:
10 TERMS AND CONDITIONS
10.1.1 Damage Liability - The successful vendor is liable and responsible for any damage to the premises
(e.g., floor, walls, etc.) caused by vendor personnel or equipment during installation and is responsible
for the removal of all project-related debris.
Response:
10.1.2 Permits - The vendor shall obtain and pay for any permits and licenses required for the performance of
the work, post all notices required by law, and comply with all laws, ordinances and regulations bearing
on the conduct of the work, as specified herein. On any work which requires an inspection certificate
issued by local authorities, National Board of Fire Underwriters, or any other governing body, such
inspection certificate(s) shall be obtained by and paid for by the vendor. The chosen vendor shall
procure all required certificates of acceptance or of completions issued by the state, municipal or other
authorities and must deliver these to <COMPANY>.
Response:
10.1.3 Insurance - The vendor shall, at vendor expense, procure and maintain satisfactory public liability and
casualty insurance to adequately protect the vendor's personnel and <COMPANY> against damages for
bodily injury, including death, that may arise from operations under this contract, whether such
operations are by the vendor or by the vendor's subcontractor, or anyone directly or indirectly employed
by the vendor.
Response:
10.1.4 Vendor Responsibility - Unless otherwise stipulated, vendor shall provide, and pay for, all materials,
labor, tools, equipment, transportation, and other facilities necessary for the performance and
completion of the work. Vendor shall verify conditions at the building, particularly door openings and
passages. Any pieces too bulky for existing facilities shall be hoisted and otherwise handled with
apparatus as required.
Response:
10.1.5 Terms and Conditions - The vendor shall include a copy of standard terms and conditions as part of
the system proposal.
Response:
10.1.6 RFP Responses - All materials submitted by the vendor in response to this RFP become the sole
property of <COMPANY> upon receipt of the proposal. The material contained in these responses will
be appended to the final contract, further defining the contractual responsibilities of the vendor.
Response:
APPENDIX
Product literature
References
Sample Reports
Traffic Reports – Samples
Drawings