Housing Authorities of the City and County of Fresno
VOIP Services RFP
Section A: GENERAL SCOPE OF WORK PROPOSAL FORM AND
The Housing Authorities of the City and County of Fresno, hereafter known as the Agency, is requesting
proposals for providing information technology services as follows:
SECTION I: Proposal Overview
1) Selection of Contractor
The primary consideration in selecting an organization to deliver services will be an evaluation of the
ability of the proposal to provide a flexible platform for the Agency’s voice and data services. Key
factors in this evaluation will include: the applicant’s ability to design, configure, and install the
information technology infrastructure as detailed in this RFP, staff qualifications, and cost
2) Proposal Review and Rating Process
a) The proposal review process will include the following activities to ensure the Agency’s
procurement system meets required standards:
i) Awards are to be made to organizations possessing the demonstrated ability to perform
successfully under the terms and conditions of a proposed contract.
ii) Proposers may be invited, at the discretion of the Agency, to answer specific questions;
general presentations will not be permitted.
iii) All proposals will be reviewed, scored, and ranked.
b) The selection of a proposal for contract award is to be made through a two-phase process.
Phase I: Agency Staff will initially evaluate each proposal for acceptability, with emphasis placed
on responsiveness to the RFP specifications.
Phase II: A specialized rating team will evaluate for acceptability, all proposals forwarded from
Agency staff for consideration, with emphasis placed on the proposal’s ability to provide the
requested services, service system design, and cost and overall comparison to all other
proposals. Proposals will be scored on a 100-point scale and must receive a minimum rating of
70 points to be considered for contract award.
c) Funding recommendations will be presented for consideration to the full Housing Authority Board
of Commissioners. The Board of Commissioners will make all final funding decisions.
d) Housing Authority staff shall negotiate and execute a contract with the agency whose proposal is
approved for funding. These discussions will take place after final funding approval by the
Agency Board. Discussions may center on such items as cost, system service design, service
levels, service by geographic locations, and miscellaneous clarifications.
3) Evaluation Factors
Each RFP response shall be individually evaluated on the following criteria:
a) RFP Specifications - 5 points
b) Price - 30 points to include:
c) System Design - 50 points to include:
d) Experience - 15 points to include:
4) General Proposal Conditions
a) The format in which proposals are to be submitted is included in this package. Proposals that do
not conform to this format will be rejected by the Agency.
b) The applicant certifies, by submission of a proposal, that all specifications listed in the RFP will be
met and further understands that these specifications may become part of a contract for provision
of services should a contract be awarded.
c) The Agency will only accept proposals for the products requested. Proposals submitted for
products not included in the RFP will be rejected.
d) The proposal submitted in response to this solicitation is not a legally binding document; however,
the contract, which is based on the proposal after negotiation, becomes legally binding once both
parties have signed it. The Agency has the right to reject proposals that do not conform to RFP
specifications. All proposals submitted become the exclusive property of the Agency.
e) No funds provided under this Act shall be used or proposed for use to encourage or induce the
relocation of an establishment, or part thereof that results in a loss of employment for any
employee of such establishment at the original location.
f) All proposals submitted will become the property of the Agency and will be, at the Agency’s sole
discretion, treated as public property. Vendor wishing to protect copywrited or proprietary
material may do so by clearly labeling each such page as “Company Confidential and Proprietary
– do not reproduce.” Notwithstanding this protection, the winning proposal, in its entirety, will, at
the sole discretion of the Agency, become public property, including pages marked as Company
Confidential and Proprietary.
g) Negotiations Process: As a result of the negotiation process, the Agency reserves the right to:
i) Reject all proposals and not make any contract award;
ii) Modify the system requirements by adding or deleting specific equipment or optional features
including accepting only a portion of the vendor’s proposal.
5) Costs Incurred by Proposers
All costs of proposal preparation shall be borne by the proposer. The Agency shall not, in any event,
be liable for any pre-contractual expenses incurred by proposers in the preparation and/or
submission of the proposals. Proposals shall not include any such expenses as part of the proposed
6) Accuracy and Completeness
The proposal must set forth accurate and complete information as required in this RFP. Unclear,
incomplete, and/or inaccurate documentation may not be considered for contract award. Falsification
of any information may result in disqualification.
7) Withdrawal of Proposals
Proposals may be withdrawn by written request of the authorized signatory on the proposer’s
letterhead at any time prior to the scheduled deadline for receipt of proposals.
8) General Reservations
a) The Agency reserves the right to extend the submission deadline, if such action is in the best
interest of the Agency. In the event the deadline is extended, proposers have the right to revise
b) The Agency makes no representation that any contract will be awarded to any offer responding to
c) The Agency reserves the right to request additional information or documentation.
d) Proposals shall be reviewed and rated as submitted. The proposer may make no changes or
additions after the deadline for receipt of proposals.
e) The Agency reserves the right to verify all information in the proposal. If the information cannot
be verified, and if the errors are not willful, the Agency reserves the right to reduce the rating
f) Failed Competition: The Agency reserves the right to reject any or all proposals when they are
not responsive to the specifications of this RFP. Competitive negotiation requires that at least
two (2) responsive proposals for the same scope of work and service area be received in
response to the RFP. A competition is considered failed if only one (1) responsive proposal is
received. If a competition has been declared failed, the Agency then has the option to re-
compete the procurement or enter into sole-source procurement.
g) Proposers approved for funding shall be required to negotiate a contract with the Agency. The
contract offer of the Agency may contain additional terms or terms different from those set forth in
9) Standing of Proposer
a) Regardless of the merits of a submitted proposal, a proposer may not be recommended for
funding if it has a history of contract non-compliance with the Agency or any other funding source,
poor past or current contract performance with the Agency or any other funding source, or current
disputed or disallowed costs with the Agency or any other funding source.
b) The Agency will not enter into an agreement with any entity not in good standing with the
California Secretary of State.
Section II: Scope of Work
1) Request for Proposal Overview
This Request For Proposal (RFP) documents the Agency’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, 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
application servers, call control servers, 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 Agency is looking for a mature and fully integrated IP voice/video/data solution. Bidders should
use their extensive knowledge and experience within the communications industry to recommend a
creative solution that will meet or exceed Agency requirements.
2) Key Decision Criteria
a) IP-based Voice/Data/Video capabilities and Intelligent Network Infrastructure: Integration of
voice, data and video applications with a mature and fully integrated Internet Protocol (IP)
solution. The proposed solution should include: the Ability to provide a highly reliable and
available IP communications solution, a wide variety of gateways to the Public Switched
Telephone Network (PSTN) and legacy Time-Division Multiplexing (TDM) equipment, and a
broad selection of IP phones.
b) Vendor Experience and Vision: Evaluation of the vendor's experience in building intelligent
network infrastructures and implementing Internet technologies. The Agency is looking to partner
with a vendor that has vision and leadership in the Internet industry. Vendors having experience
with similar projects in similar sized Central Valley public agencies will be rated higher than those
without such experience.
c) 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, SIP, TAPI, JTAPI,
d) Voice Messaging: Vendor proposed solution should include a scalable, cost-effective voice
messaging solution that supports industry standards, such as AMIS-A, VPIM, LDAP and IMAP.
e) System Administration: Maximum flexibility for rapid, efficient, and cost-effective configuration
changes, affecting personnel and associated IP telephone equipment through a standard
f) Single Vendor Solution: Preference will be given to proposals that provide a single vendor
solution, as this will result in simplified training and support for the Agency staff.
g) Vendor Support/Service Capabilities: Remote serviceability, technical support of the entire IP
Communications system and applications and vendor reputation will be considered.
h) Scalability: Modular, cost-effective growth in both IP phones and applications over the next five
years. Asset protection moving forward is critical.
i) Leading Edge Technology: The ability to incorporate future requirements and technological
j) Current Technology: All products and services bids must be of current technology and of
current manufacture. No products that are at (or near) end of life cycle should be bid and such
products will not be accepted.
3) Overview of Current Environment
Agency has the following current environment. The organization has a central voice and data hub
located at 1331 Fulton Mall in Fresno California. There are seven remote sites which are connected
via point to point T-1’s. The organization has matured and will not see large growth in the
foreseeable future. However growth of ten percent in the next three years is probable.
All locations have Cat 5e and Cat 3 cabling in place. At all desks the phone and computer use a
separate cable for communications to the wiring closet. A significant number of desks have a
computer without a phone or a phone without a computer. A breakdown of equipment by site is
provided in appendix 1 and the current network design is in appendix 2.
Agency requires that vendors consider equipment that is already in place and at minimum the
proposed solution should replace switches, routers, PBX, phones and other devices that have
reached end of sale status as defined by the respective vendor.
A comprehensive network diagram is available upon request and will be included as an addendum
shortly following the release of this RFP.
4) Requirements for Agency Unified Communications System
It should be noted that not all specifications outlined below are necessarily required; however the
agency will select the proposal that best meets its needs based on the features available. Where any
item listed anywhere in this RFP refers to a specific company’s product or offering, the Agency will
accept like product if it can be shown to be qualitatively like or better than the product described.
a) The Agency seeks a solution that will seamlessly serve the main location and all remote sites. An
employee should be able to relocate their IP phone anywhere on the network (within the same
building) and automatically receive calls without administrative intervention.
b) When a PC is connected to the network via the switch on a phone the PC must be able to boot
independent of the phone. The phone should also be able to restart without breaking the network
connection of the PC. A single phone/pc connection will be weighted more highly than a
requirement for 2 connections.
c) The solution must provide the capability to attach analog devices such as fax machines and use
DID numbers for those devices.
d) Point to point video is required between certain key users (50 people). The proposed solution
must address how this is to be accomplished describing the flexibility of changing an end point to
become video enabled.
e) Voice mail is required for the majority of endpoints. Provide an option for those on the network to
have integrated messaging interfacing with Microsoft Exchange 2003. If there are different
licensing costs for basic voice mail and integrated messaging provide both. Voice mail costs
should be independent of the amount of mail stored and the system should provide for convenient
and periodic expansion of the stored data media (disk space).
f) Multi-point video conferencing for a minimum of 12 users.
g) Call Center package for 10 users, to include agent monitoring and reporting.
h) Collaboration tools for web conferencing (internal and external participants) and integrated with
video conferencing (internal participants).
i) Fax server which is fully integrated with Microsoft Exchange Server 2003 and Outlook.
j) IM for internal use
k) Mobility package allowing seamless transfer of calls between IP endpoints and mobile devices,
and single number reach allowing a call to ring on multiple devices; identify the number of
l) Presence. A single UI to manage IM, presence, collaboration, web conferencing, voice and
m) Soft Phones. PC based client for remote staff connecting over VPN links.
Section IV: Specific Requirements & Vendor Questionnaire
In answering all questions in this RFP, if you indicate that your company provides or supports a function
and that function is not in the proposed system you must explicitly declare that it is optional and what
additional hardware and/or software is required for the functionality and separately note it’s cost, if any.
If there is no additional cost, then this fact should be clearly stated.
1) Vendor Profile:
a) Identify the address of the vendor's local service centers and the number of service personnel
trained on the proposed system.
b) Include in this section any other support levels in the local area available to Agency for the
maintenance of the proposed system.
c) Who manufactures the proposed system? If not the Proposing Bidder, please provide the
(a) Manufacturer Name:
(b) Manufacturer Address:
d) Does the bidder install the product or use business partners?
e) Does the bidder maintain the product, use business partners, or the manufacturer?
f) Does the bidder or manufacturer maintain a support call-in center for problems?
g) Does the bidder or manufacturer maintain a web site for customers to access technical support
2) Proposed IP Communications System
a) Please provide a complete price proposal listing all system components broken out by required
and optional components with accessories such as phones listed at a per-unit cost.
b) Provide a brief description of the proposed system. Include diagrams if desired.
c) What are the model names and version numbers of all relevant components of the proposed
3) IP Communications System Architecture
a) Provide a brief description and discussion of your proposed system architecture.
b) Provide a detailed diagram of the proposed system architecture.
c) Describe your company’s experience with building this type of solution.
d) How does your proposed 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?
e) How do LAN switches recognize voice traffic to guarantee QoS (Quality of Service)?
f) How does the network infrastructure recognize voice traffic at the WAN edge and guarantee QoS
across WAN links?
g) How does your system provide controls to guarantee that LAN/WAN links are not
oversubscribed? What happens IF the link is oversubscribed?
h) Does the network architecture provide power to IP phones over the Ethernet, and if so, how?
i) Can the network automatically detect the presence of the IP phones? If so, how is this done?
j) 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?
k) Describe what local survivability capabilities are provided for remote sites during a WAN outage
(for remote sites hosted off of a central server).
l) How can I tell if IP phones are in local survivable telephony mode?
m) How long will active calls last when WAN / call control server is down?
n) Explain how you can provide easy addressing of the IP phones without having to change the
addressing scheme of the existing IP data network.
o) 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?
p) Do your phones have a built-in switch to support automatic VLAN? Please comment in detail
about your VLAN support.
q) Under what circumstances would a phone outage affect the PC communicating to the network?
r) Describe how Agency 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.
4) System Reliability and Availability
a) Does the system have a web-based or GUI-based administration tool? Is this included in the base
b) Can a single instance of the administration tool be used to manage all systems within an
c) 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.
d) Explain in detail how a switchover occurs in a redundant system component.
e) In redundant systems, how are databases synchronized?
f) Identify each component that is duplicated in your proposal. In the pricing section, provide one
price for the redundancy proposed here, broken down by the individual components areas that
are proposed for redundancy.
g) In consideration of a full-scale rollout of voice over IP, which would include our remote sites,
please describe how voice services are maintained at these remote sites if there is an outage at
the remote site.
h) What toll fraud protection is available? How is it monitored?
5) Advanced Routing Features
a) Fully describe the Dial Plan configuration options and your advanced routing features. Please be
sure to include a discussion of the following applications:
i) Amount and type of routing plans.
ii) Least cost routing.
b) Describe how your system handles digit deletion and insertion regarding the North American
c) Describe the Dial Plan structure.
d) Is the system compliant with the North American Numbering Plan (NANP)?
6) Emergency Services
a) 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.
b) Describe how the system identifies location information of the IP phone and makes a 9-1-1 call.
Confirm that calls can be routed to the appropriate 911 dispatch center based on the location of
c) How often does the PS-ALI database need to be updated after new phones are added to the
system, or phones move? If the ALI database does not require update then explain how the
system can determine the new phone location.
7) Proposed System Cabling
Identify any deficiencies in the current wiring infrastructure at both the LAN and WAN level that would
need to be corrected for your solution to provide optimal service. Should additional cable-runs and
wiring be required then these costs should be clearly and separately identified in the proposal
including the specific cable to be run and the location(s). All vendors are encouraged to perform a
site visit and vendor shall be solely responsible for ensuring that all wiring is compliant with
their proposal and included in the total cost.
8) System Administration Requirements
a) Describe the system administration tool(s) available to meet the following requirements:
i) Is the system administration application accessible from any workstation on the LAN /WAN?
ii) What methods are used to access the system administration application?
iii) Can administration of multiple remote sites be done through a centralized workstation?
iv) 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
v) Explain how the administrator would reload the database if they needed to restore a previous
configuration. How are backup and recovery handled?
vi) Is there a limit to the number of administrators that can be logged on to the system at one
time? Describe how the system prevents two administrators from updating the same record
at the same time.
vii) Does the administrative application system have an alternate form of access if the primary
access is unavailable?
viii) Does the administrative application have on-line help? If yes, describe.
ix) Describe the database used to administer the IP PBX and populate telephone tables.
Describe how this database might be integrated with Agency current implementation of
Microsoft Active Directory. Is the database format SQL?
b) System Monitoring and Diagnostics
i) What diagnostic tools are available? Does the system support the Windows Server 2003
ii) What diagnostic reports are available to aid in isolating faults? Can diagnostics be remotely
accessed? Are the system‘s diagnostic tools SNMP compliant?
iii) Are there system-wide graphically based monitoring tools available in the proposed response
that will allow persons without significant technical experience to monitor the system’s
functions so that system anomalies could be reported to the Network Telecom Manager.
iv) 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.
c) Please describe the system alarms and alarm notification available from the IP PBX.
9) Telephony SYSTEM software and Hardware
a) Hardware Configuration:
i) What is the model name and number of the proposed IP call processing system?
ii) Describe the IP call processing hardware platform in detail. Is it based on industry standard
hardware, or is it proprietary?
iii) What standard components are included on the call-processing platform? What components
iv) What is the maximum number of simultaneous IP phone conversations supported by the
proposed system? Is the system non-blocking for voice calls? What are the limits from the
v) Describe all the proposed 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
vi) Identify all PRI feature and signaling options that your proposal supports.
vii) Describe how Music on Hold is handled. If it is stored on the network as a WAV file the
successful bidder will be required to provide complete documentation on how to customize
files and load them into the system.
viii) Music on Hold must be provided for callers that are on hold, parked and during call transfer.
b) System Software
i) Which software package is being proposed? Please provide the release and version?
ii) Is this the most recent release of this software? When is the next software release due?
iii) How does your company provide future software releases? How are software upgrades
performed? Are there additional charges for upgrades? If yes, indicate the frequency that
upgrades are released and in the pricing section include the expected cost of the upgrades to
support the next five years.
iv) 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?
v) Describe how the system supports workers who may perform their job from more than one
vi) Detail the interfaces and API’s you publish and describe what capabilities are available per
a) How many parties to a conference and how many simultaneous conferences to a resource?
Describe the resources and their limitations.
b) Is there password protection and entry and exit tones?
c) What hardware and software resources are required?
d) How many simultaneous conference calls can be scheduled? How many participants are
supported per conference?
e) Can control of the conference be passed between users?
f) Are users able to share data from their desktop?
g) Can control of a user’s desktop be given to another user?
h) List the voice and video codec’s that the proposed solution uses.
i) Can conference sessions be recorded?
j) Does the proposed system allow breakout sessions (sub groups) within a conference? If so,
what are the limitations on this feature?
k) If a meeting has a defined start and end time can an organizer extend the meeting? If so
describe how this is done.
l) What controls are in the system to prevent this creating an over subscription of resources?
m) Describe the viewing options available for a multi user conference.
n) Describe the options available for setting up meetings
o) The MCU should allow sites with different frame rates, connection speeds, audio algorithms and
resolution to transparently connect with each other.
p) List other features available in this solution.
11) Station Hardware and IP Softphone
a) What methods are available for disposition of blocked calls (announcements, reorder, queuing,
b) Provide a description of each IP telephone available with the proposed system.
c) Do you offer an IP softphone? If yes, please respond in detail to the following:
i) Provide a general description of the IP softphone and its features and capabilities.
ii) What PC operating system is required for the IP softphone?
iii) What are the PC requirements for the IP softphone?
iv) What standards are supported by the IP softphone?
v) Is a physical IP phone required in addition to the IP softphone?
vi) Is the graphical user interface configurable by the user? Describe which features can be
vii) Does the IP softphone include an integrated help function?
viii) Does the IP softphone maintain a call history log (separate from the system CDR)?
ix) Are shared extensions supported on the IP phones? Explain how these work in a call
d) Do the phones require manual labeling of features or lines?
e) Do the phones support pushing of URL content?
f) Can the phones be configured to point to a primary and backup call processing servers for
redundancy? If yes,
i) Is failover automatic and how long does it typically take to connect to the backup server?
ii) How many servers can the phone be configured to point to?
g) How are software/firmware upgrades applied to the phones?
h) Do phones support “log in” to use another person’s phone and have your calls directed to that
phone? If so, describe options for forcing a logoff from the phone if the user forgets. Describe
the impact that this has on the placing of 911 calls.
i) 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.
j) Please describe the proposed system’s speed dialing capabilities.
k) Can end users administer functions for their own phone through a web interface? If yes, describe
the features that can be administered and how the system administrator controls this access.
l) 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?
m) Are headsets available for all proposed IP phones?
n) Please include a list of all station equipment and their features.
o) Are 802.3af ports autosensing and autonegotiable?
p) Do 802.3af ports support power classification?
q) Can your solution be configured for VLANs?
r) Can your solution be configured for secondary VLANs? If so, describe how the configuration is
s) Is VLAN trunking supported, or multiple VLANs on a single interface?
t) Describe the interaction that needs to occur between the telephone and the LAN switch in order
for the phone to become ready to receive calls.
12) IP Manager-Assistant
a) Are there special features or configurations associated with Manager/Boss and Admin/Secretary
b) Is additional hardware or software required?
c) Does the manager have a GUI application for setup or configuration?
d) Do managers have access to select assistants that will support their calls? If yes, are they
accessible from Telephone, GUI Application or both?
e) Can a manager select whether or not all calls will ring only on assistant’s telephone? If yes, are
they accessible from Telephone, GUI Application or both?
f) If all calls are ringing only on assistant’s telephone, does a manager have the ability to see who is
calling for them?
g) If so, can a manager intercept or take calls from assistant’s phone?
h) Can the manager manually re-route an incoming call from his/her phone to the assistant?
i) Can managers configure filters to allow or disallow certain calls to be answered directly by the
manager? If yes, are they accessible from Telephone, GUI Application or both?
a) Does the assistant have a GUI application to support managers?
b) Can the assistant send an active call directly to manager’s voicemail?
c) If yes, how many steps are involved?
d) Can the assistant send an active call directly to a manager?
e) If yes, how many steps are involved?
f) Can assistant view the manager's status?
g) Can assistant change or update the manager's configuration?
14) Attendant Console
Agency 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
a) Provide a description of the general capabilities and features of your PC-based attendant console
b) Is the PC-based attendant console application browser-based? What PC operating systems are
c) Provide an illustration of the PC-based attendant console application GUI and describe its key
d) Does the PC-based attendant console application have a busy lamp field (or equivalent)?
e) Can the PC-based attendant console application access our Active directory? Can the operator
search the directory? Can the operator use the directory list to drag and drop incoming calls to
the destination extension?
f) Is the PC-based attendant console application a separately priced option? If so, what is the
g) Do all of the PC-based attendant console applications that are running share the same
h) How many PC-based attendant console applications can be supported by the system?
i) What is the maximum number of simultaneous calls that can be handled by the PC-based
attendant console application?
14) Video Telephony
a) Describe the video telephony features that are available in your proposed system.
b) Are special phones required? If so, include the cost of one of each model in the bill of materials
c) Are options available to play the video on the PC? Specify what equipment (hardware and
software) is required and the cost.
d) Is the software and hardware supported by the same organization as the other components in the
e) Is the hardware and software sold under the brand name of the proposed voice and data
f) How many end users can be involved in a single call?
g) What bandwidth is required? If multiple options are available list each level and any restrictions
caused by lower bandwidth.
15) System Reporting and Call Detail Reporting
a) Describe how system CDR reporting is configured. How are these records accessed?
b) What is the format of the CDR records? Can they be exported to an external application for
c) Does the system have the capability to report by location and on a consolidated enterprise level?
d) What standard reports are included with the system?
e) How are customized reports generated?
16) Voice Mail and Integrated Messaging System Specifications
The voice mail system will need to immediately support 300 voice mail accounts with scalability
a) Voice / Integrated Messaging System Description and Support Options
i) Describe in detail your voice/integrated messaging product offering. Include an overview of
the hardware, software, architecture, and components of the equipment proposed to meet
ii) What is the typical method of support for future software updates, and how are licensing
iii) What hardware level support is available?
b) Voice / Integrated Messaging System Specifications
c) How many ports are proposed to support Agency 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.
d) Are voice messages stored in an industry standard format? How many Mbytes of disk space are
required for each hour of voice storage?
e) What operating system does the voice mail / integrated messaging system use?
f) What database is used for the message store?
g) 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.
h) Is the voice mail / integrated 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?
i) 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.
17) Voice Mail System – System Features
a) Describe in detail the voice digitization technique and voice digitization rate used for recording
b) Indicate the capacity limits that can be defined for a particular voice mailbox. Indicate whether or
not this is configurable by class of service.
i) What is the length of the longest message that can be recorded by a caller?
ii) How many messages can be stored in a subscriber's mailbox?
iii) 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?
iv) Are users given any notification that these limits have almost been reached?
v) Does the system provide an "end of recording" warning?
c) Does the system provide user adjustable playback speed control (with full pitch preservation)?
d) Does the integrated messaging system provide any text to speech capabilities? If so, please
explain how a typical subscriber would take advantage of this feature.
e) Does the unified messaging system provide speech recognition features?
f) Can system prompts be interrupted by experienced users? In other words, is there a "fast path"
for users? Can system prompts be repeated?
g) 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")?
h) Does the voice mail system support multiple greetings? If yes, describe all available greetings.
i) 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?
j) Describe the voice mail systems capabilities with regard to the following security features:
i) 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?
ii) 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?
iii) 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?
iv) Does the system log information about failed password attempts?
v) Does the system require a system administrator password?
18) Voice Mail System – User Features
Can system subscribers conduct the following actions( indicate by phone, PC or both):
a) Pause and replay messages
b) Record messages; send and mark "urgent", "private", etc.
c) Transfer messages to other users and append them with their own comments
d) Create their own distribution lists
e) Edit / Modify their own distribution lists
f) Dial internally by name / company directory
g) Obtain user instruction through system prompts
h) Record personal greetings. How many different greetings can they have?
i) Modify own passwords
j) Set business days and hours for alternate greetings
19) Voice Mail System – System Administration
a) Is system administration done through a standard web-enabled GUI? If so, please explain the
advantages of this type of administration over other methods?
b) The system administrator should be able to perform the following actions:
i) Add or modify a class of service. State what user permissions or characteristics within a class
of service can be created or modified.
ii) Set the minimum and maximum password length for a user.
iii) Set the maximum length of voice messages.
iv) Set the maximum failed login attempts before a user lockout from the mailbox.
v) Assign default passwords for users, and reset passwords for users that have been locked out
of their mailboxes.
vi) Set the "disk space remaining" warning level.
vii) Add, delete, or modify a user.
c) Explain how the system administrator would perform a backup and restore on the voice
d) Please explain the major features provided by your system that directly support administration of
remote branch office users.
The internal presence engine / server must support presence data sharing with third-party presence
services. The internal presence engine / server must support a standard SIMPLE (SIP for Instant
Messaging and Presence Leveraging Extensions) interface for collection and distribution of presence
data to applications. The presence engine / server must support Presence Data Information Format
(PDIF) and Rich Presence Information Data (RPID). The unified client must support ad-hoc and
formal voice, video, and web conferencing.
The unified client must provide presence-enabled directories, communication logs, contact lists, voice
mails, logs of all recent communication activities, and searches that can be personalized to end user
preferences. The unified client must work within a VPN solution.
a) List the hardware and software that the proposed system will require. Provide an overview of the
functionality that the proposed system will provide.
b) The system management of your presence solution must be integrated with the management of
your IP PBX solution and have a bulk provisioning tool; describe.
c) Identify the capacity limits of the proposed system, in terms of concurrent users for voice, video
and web conferencing.
d) Does this solution interface with Microsoft Active Directory?
e) Describe the key functionality available with your unified client. This should include audio, video,
and web conferencing; voice-mail integration; directory integration and search; and presence
services and contact lists. This functionality should be standards-based using SIP / SIMPLE and
21) Single Number Reach
The IP telephony system must offer a single number reach (SNR) service that is user- and system-
configurable and that allows users to remotely initiate calls as if they are calling from their own
business IP endpoint number. The SNR service should provide a range of end user services,
Ability to ring remote endpoint destinations simultaneously.
Ability to ring multiple remote endpoint destinations.
Support for a single voice mailbox.
The SNR service must allow the end user to move freely between the IP endpoint and the mobile
endpoint when necessary and must support the ability to be turned off remotely by the user.
Is the SNR user profile configurable by the system administrator or end-user and is it web-based?
22) Contact Center
The Housing Authority utilizes a contact center for interaction with clients. There are four distinct
groups with 1 -2 agents and mangers who periodically monitor performance. Your proposal should
include licensing 10 users and identify any additional hardware that may be required.
a) Provide a list of features that are available in the proposed solution for agents and supervisors.
b) Provide a list of real time and historical reports / dashboards that are available to monitor
performance of each group.
c) Provide a description of queuing options that will be available
d) Does the system provide IVR capability? Is this an ‘extra-cost’ feature?
i) If ‘yes’ how much and what options are available?
ii) Is the IVR a 3rd party solution or manufactured by the VOIP vendor?
iii) If so, what functionality will be available?
a) Project Management
i) Project Plan - Bidders are required to supply a complete description of the key activities
required for the installation of the proposed system.
ii) 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.
iii) 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.
iv) 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 Agency is expected to perform to successfully implement the new system.
b) Installation Requirements
i) Responsibility - The selected vendor is solely responsible for the complete turn-key
engineering of the new telecommunications system and all interconnecting facilities.
ii) Agency staff will take care of placing and connecting phones on the desktops at all sites.
They will also be responsible for mounting switches, routers and other equipment in each
wiring closet or server room. Bidders should adjust the labor for installation accordingly.
iii) Initial Work - Vendor will perform station reviews, data base preparation, and original program
iv) System Survey – Vendors are welcome to conduct a site survey and are encouraged to do so
in order to understand the unique nature of this installation.
c) Facility Requirements
Bidders must furnish all space, power, and environmental requirements for the proposed
telephone system and optional voice messaging equipment.
i) Space – Provide the physical dimensions of the proposed equipment.
ii) Power - All power requirements, including any special conditioning or grounding
Requirements - The successful bidder is required to conduct end-user training on Agency
premises, tailored specifically to Agency particular requirements (e.g., console operator, message
center operator, secretary, professional, and Information Technology Department staff).
Training class sizes will not exceed more than 12 station users at a time. 36-48 users will require
training on the new telephone system. 12 users will require data communications training.
i) Training Plan - Vendor will also provide a training program and training materials for
designated Agency personnel who will train future employees.
ii) Description - For each product application proposed, provide a detailed description of the
training the vendor will provide. Specify the cost of this training as specifically documented in
the cost section of the proposal.
iii) Materials - Reference copies of the training materials should be included as part of the
bidder's response to this RFP.
24) Vendor Service
a) Maintenance and Warranty
i) 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.
ii) 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 “go live” date which shall be approved by the Agency in writing.
iii) Defective Parts - During the warranty period and any subsequent maintenance agreement,
any defective components shall be repaired or replaced at no cost to Agency.
iv) 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, or the manufacturer of the equipment, and at no
additional cost to Agency.
b) Logistical Support
i) Bidder should identify the address of the vendor's local service centers and approximate
number of service personnel trained on the proposed system.
i) Include in this section any other support levels in the local area available to Agency for the
maintenance of the proposed system.
b) Repair Response
i) The successful bidder will provide routine system monitoring to assure the continued
operation of all system components.
ii) 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 for both major and minor
iii) Major/Minor Problems - Bidders must describe their definitions of major and minor problems.
iv) Preventative Maintenance - Explain any services the vendor offers that would assist in
disaster avoidance and recovery planning for the proposed system.
v) Spare Parts Availability - Describe the availability of spare parts maintained in the area for the
critical hardware and software.
vi) 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
vii) 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 of the system.
viii) 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].
ix) Back-up Procedures - Describe standard database back-up procedures.
x) Replacement Options - Describe the options available to Agency 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.).
a) 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.
b) Please provide a complete bill of materials for the components that you are proposing.
26) Terms And Conditions
a) All equipment proposed by the bidder shall be new and unused. Equipment must have been
sourced through authorized channels.
b) Bidder must be certified by manufacturer to sell, install and configure the proposed system.
Bidders must provide references for a minimum of three sites they have installed within 100 miles of
Fresno. Reference sites must have a similar scope to the proposed solution.
28) Replacement Options
Describe the options available to Agency if a system component is destroyed (e.g., replacement with
the next machine on the assembly line, replacement systems available locally, customer spares on
Section V: Proposal Format (General Preparation Guidelines)
1) Proposal Cover Page
The Proposal Cover Page to be used in the submission of all proposals is included in this package.
The Proposal Cover Page must be completed in full, signed by an agency officer authorized to bind
the agency to all commitments made in the proposal, and be accompanied by a copy of the Board
Resolution, or other corporate actions, authorizing the agency officer to submit the proposal. If a
Board Resolution, or other corporate actions, cannot be obtained prior to proposal submission, the
resolution may be submitted no later than two (2) calendar weeks from the proposal submission
2) Proposal Checklist/Table of Contents
The Proposal Checklist identifies all narratives, exhibits (forms), and certifications that must be
submitted with your proposal. This sequence must be followed in assembling the completed
proposal. The Proposal Checklist will serve as your Table of Contents.
3) General Guidelines
a) Proposers must submit one (1) original proposal, five (5) complete “paper” copies and an
electronic copy in MS-Word Format on CD-ROM or USB drive. The original must be marked as
“Original” on the Proposal Cover Page (check box) and must bear the actual “wet” signature(s) of
the person(s) authorized to sign the proposal.
b) Print all narratives on 8-½ inch x 11inch plain white paper, with 1-inch margins on each side. All
narratives must be printed in 12-point font (type). Each narrative must contain a heading, which
clearly indicates the narrative category you are responding to, i.e., program design, program
objectives, etc. Keep narratives as concise as possible, while providing all the requested
information. Prepare all narratives in Microsoft Word.
c) Each page of the proposal must be numbered sequentially at the bottom of the page. These page
numbers must then be inserted into your Table of Contents (Proposal Checklist).
d) Addendums or attachments not specifically requested will not be accepted and will be returned to
4) 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
5) 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.
6) Proposal Response Format
Section I of this RFP will be provided in soft copies (Word Format) to assist the bidders in completing
their response. All responses should be stated in the body of the document following the specific
Please place any required forms and additional reference information in the Appendix.
Note: Any modifications to the questions by the bidder in this RFP will result in immediate
rejection of the proposal.
Legal Records and Insurance Requirements
Records must be maintained with respect to the equipment, contract agreements, and
owners/tenants as necessary to satisfy governmental requirements regarding reporting,
confidentiality and preservation of documents. Again, contractors who provide demonstrated
ability to provide paperless documentation will be given preference.
In order to enforce the Authorities' rights, all actions reasonably necessary to enforce contract
agreements and referrals to Authorities’ General Counsel for legal action will be taken when
The selected contractor must continuously maintain all required insurance. The insurance must
be maintained in the following types and amounts:
1. Comprehensive General Liability: $1,000,000 per occurrence, with FHA as named or
2. Casualty and Property Damage: Full insurance value of equipment and waiver of any claim
3. Worker’ Compensation Insurance in amount required by law.
4. Automobile Liability: $300,000 per occurrence, with FHA as named or additional insured.
5. Commercial General Liability Insurance with FHA as named or additional insured with
policy limits of $2,000,000 per occurrence.
All such insurance shall include an unconditional provision for not less than 30 days prior notice
of cancellation or modification of coverage. See sample contract for specific information. A
current certificate of insurance shall be maintained at the office of the director of Administrative
Services, 1331 Fulton Mall, Fresno, CA, 93721, during the term of the contract.
Award Of Contract Information
All responsive submittals will be reviewed and ranked by a Selection Committee, composed of
individuals familiar with the project requirements. The firm deemed most qualified by the
Selection Committee, at the conclusion of the evaluations, will be invited into contract
negotiations, as determined according to the evaluation criteria.
In the event that an agreement cannot be reached with the selected firm, the Agency, at its sole
discretion, shall have the right to negotiate with the next best qualified firm, and so forth, until an
agreement can be reached.