RFP for Phone system v11.doc


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RFP for Phone system v11.doc

  1. 1. [SOLUTION PROVIDER LOGO] Hall County Board of Health Request for Proposals For a Voice over IP Phone System RFP # 20080801 Reversion 3 Revised date 07/28/2008 Response by: [Solution Provider] [SOLUTION PROVIDER NAME HERE] Page 1 of 33 Rev 3. Revised 07/28/2008
  2. 2. [SOLUTION PROVIDER LOGO] Table of Contents TABLE OF CONTENTS..................................................................................................................................................2 1 INTRODUCTION...........................................................................................................................................................3 2 VENDOR INFORMATION.........................................................................................................................................10 3 IP TELEPHONY SOLUTION.....................................................................................................................................11 4 INTEGRATED MESSAGING SYSTEM...................................................................................................................22 5 SERVICES.....................................................................................................................................................................27 [SOLUTION PROVIDER NAME HERE] Page 2 of 33 Rev 3. Revised 07/28/2008
  3. 3. [SOLUTION PROVIDER LOGO] 1 INTRODUCTION 1.1 BACKGROUND AND PURPOSE The purpose of this Request for Proposal (“RFP”) is to acquire the services of a qualified vendor who will provide and install a next-generation IP-based voice solution for Hall County Health Department. 1.1.1 Company Background Hall County Board of Health is part of District 2 Public Health which Serves 13 Counties in North Georgia. District 2 Public Health has 17+ sites in North East Georgia, with 5 of them in the Gainesville Georgia area. Hall County Board of Health is both a State and County Agency. Under most circumstances we have to abide by both state and county rules and regulations. We are looking to eventually convert all of our existing phone systems to a VoIP phone system as they age or as funds permit. We would like for all of the systems to be the same, for ease of management and support. Two of the Sites in our District currently have Mitel VoIP Phone systems so any system that is proposed should be able to fully, and easily integrate with those systems. A major part of our business deals with Patient information (HIPPA) related material and content. Thus any provider should have experience with dealing with similar organizations and or HIPPA. In Hall County there are 3 Main Sites and 2 smaller sites. Two of the main sites (District Office and Hall County Health Department) share a parking lot, and are linked by 20+ strands of fiber that we own. The third main site is CWSN (Children with Special Needs) which is approximately 5 miles away. For a more detailed list of Sites, Sizes, and Locations please see our website, Vendor RFP section. Posted there should be this RFP, Site location list, and Phone information for the 3 buildings. Currently we are looking to install/replace the existing Phone system at Hall County Health Department, District Office, and CWSN. More information can be found at our web site www.phdistrict2.org. 1.1.2 Summary of the Requirement HCHD seeks a scalable IP solution that makes best use of today’s leading-edge technology. This solution should contain the capabilities for addition of common contact center solutions such as ACD, IVR, e-Mail, correspondence tracking, WEB Chat etc. solutions. It should be an integrated, turnkey, common off the Shelf (COTS) solution, which is low in cost and easy to maintain. There should be minimal customization of the solution in order to fulfill the business needs of the Client. The system should be easy to administer on a day-to-day basis by non-technical contact center supervisors and managers. The contact center solution should be integrated with a proposed Customer Relationship Management solution either as part of one product offering, or as a managed solution [SOLUTION PROVIDER NAME HERE] Page 3 of 33 Rev 3. Revised 07/28/2008
  4. 4. [SOLUTION PROVIDER LOGO] collaborating with other service providers. Regardless of the proposed solution, the vendor should propose a complete managed hosting approach for MCCC and CRM solutions. The primary solution/s proposed will be located at a state site such as the state data center hosted, and managed, by the vendor at that state site. We want a solution that we own, not one that will be hosted offsite. 1.2 RFP TERMS AND CONDITIONS By responding to this RFP the Supplier signifies agreement with and is bound by the following Terms and Conditions. 1.2.1 Definition of Terms Participating vendor: a company that has submitted a proposal in response to this Request for Proposals (whether or not it is successful). Proposal: A response to this RFP submitted by a Participating Vendor. RFP: Request for Proposals. Supplier: any company or individual that has received a copy of this Request for Proposals. 1.2.2 Confidentiality HCHD expects the Supplier to respect the confidentiality of HCHD’s information. As a result of its participation in relation to this RFP, the Supplier may gain access to information regarding HCHD business or on the use, development, and acquisition of other services by HCHD. The Supplier shall treat all information as confidential and shall not use or disclose the information beyond the intended purpose, being the Supplier’s preparation and response to this RFP; and shall not disclose the information to any third party, except where the information exists in the public domain and/or is exempt from protection under applicable law. Any other distribution, copying or disclosure is strictly prohibited. If the Supplier is required to release any of the information to a third party for the purposes of preparing for its proposal, the Supplier is required to solicit at least the same confidentiality obligations from this third party prior to releasing the information. Should the Supplier or third party be unable or unwilling to comply with HCHD’s confidentiality requirements they must return all RFP material received and withdraw from this RFP process. HCHD will consider proposals submitted by Suppliers as confidential. All materials submitted by the Supplier will become the property of HCHD and will not be returned. 1.2.3 Proposal Preparation Costs All costs incurred in the preparation and submission of proposals and related documentation, including participating vendor presentation to HCHD shall be borne by the participating vendor. [SOLUTION PROVIDER NAME HERE] Page 4 of 33 Rev 3. Revised 07/28/2008
  5. 5. [SOLUTION PROVIDER LOGO] 1.2.4 Marketing References All Suppliers responding to this RFP shall be prohibited from making any reference to HCHD in any literature, promotional material, brochures, or sales presentations without the express written consent of HCHD as applicable. 1.2.5 Proposal Validity Proposals must be valid for 90 days from the Proposal Due Date. 1.2.6 Acceptance or Rejection of Submissions HCHD is not obligated to accept the lowest cost or any proposal. HCHD reserves the right to: • reject any or all proposals; • waive technicalities or irregularities; • Issue no contract for any of the services described within this RFP; • Award all services to one vendor; • accept any proposals it determines to be in the corporation's best interest; • Negotiate any or all of the scope and terms of any contract that flows, directly or indirectly, from this RFP; • Add or remove scope into the contract negotiation process; • Issue contract awards for any combination of services and vendors, either all or part of the business as HCHD sees fit. HCHD has no obligation to reveal the basis for contract award or to provide any information to suppliers regarding the evaluation or negotiation processes. All participating vendors will be notified promptly of bid acceptance or rejection. 1.2.7 Contract Negotiation and Execution It is the intent of HCHD that, after the successful vendor has been selected, HCHD and the selected vendor will enter into contract negotiations containing all terms and conditions of the proposed service. Any acceptance of a proposal is contingent upon the execution of a written contract and HCHD shall not be contractually bound to any vendor prior to the execution of such written contractual agreement. 1.3 RFP AMENDMENTS AND CLARIFICATIONS All inquiries, questions, and requests for clarification of the contents of the RFP must be in writing, (email is preferred) and addressed to the HCHD Contact identified in this RFP. It is the Supplier’s responsibility to clarify their interpretation of any item in the RFP of which they are not certain. 1.3.1 Question Period The deadline for all questions is 9/12/2008. No questions submitted after this date will be answered. [SOLUTION PROVIDER NAME HERE] Page 5 of 33 Rev 3. Revised 07/28/2008
  6. 6. [SOLUTION PROVIDER LOGO] HCHD will answer all questions by 09/26/2008. 1.3.2 Submission of Questions All inquiries, questions, and requests for clarification of the contents of the RFP must be in writing, (email is preferred) and addressed to the HCHD Contact identified below. Questions submitted to other than the specified HCHD Contact will not be answered. HCHD cannot be responsible for the accuracy of answers, clarifications or other information received from other than the means described herein. Multiple questions per RFP section are permitted, however each question must be identified by the section number of the RFP to which it pertains, and an alphanumeric identifier if there are multiple questions per RFP section. A listing of Supplier inquiries (without identifying the source of the inquiry) and HCHD responses thereto will be published on the HCHD website. All inquiries must include: • The supplier company's name, address and phone number; • A clear and concise question; • References to specific sections and paragraphs within this RFP. Questions shall be submitted by e-mail (preferred) or fax, referencing the RFP number on all correspondence. For questions regarding this Request for Proposal please contact: James York Hall County Health Department 1280 Athens Street Gainesville, GA 30507 Telephone: 770-535-6935 Fax: 770-535-5958 Email: jayork@dhr.state.ga.us [SOLUTION PROVIDER NAME HERE] Page 6 of 33 Rev 3. Revised 07/28/2008
  7. 7. [SOLUTION PROVIDER LOGO] 1.3.3 Clarifications and Amendments Any clarifications or amendments to this Request for Proposals will be published on the HCHD website. http://www.phdistrict2.org/rfp.htm 1.4 PROPOSAL SUBMISSION All responses must be submitted to the Contact specified by the Proposal Due Date and Time. 1.4.1 Submission of Proposals Proposals must be submitted to: James York Hall County Health Department 1280 Athens Street Gainesville, GA 30507 Telephone: 770-535-6935 Fax: 770-535-5958 Email: jayork@dhr.state.ga.us 1.4.2 Date and Hour of Submission Responses must be submitted on or before 2:00 p.m. (local time) on 10/30/2008. Proposals that are late may be rejected. Proposals will be opened and publicly read aloud on 10/31/2008 at 2:00 p.m. 1.4.3 Number of Proposal Copies • Four(4) original printed version (marked “Original”); • In the event of any discrepancies between the Original printed version and any other copies, the Original will be assumed to be accurate. • *Please submit Finical/cost proposals separately in a sealed envelope with “Sealed Bid” on the outside. See Invitation cover letter on our website for details. 1.4.4 Presentations HCHD may request Supplier presentations from time to time. HCHD will notify Suppliers if any presentations are required. 1.4.5 HCHD Questions HCHD may, at its sole discretion, seek clarification from any or all participating vendors regarding proposal information and may do so without notification to other responders. Any and all clarifications required by HCHD shall be sent through the HCHD Contact to the Supplier. [SOLUTION PROVIDER NAME HERE] Page 7 of 33 Rev 3. Revised 07/28/2008
  8. 8. [SOLUTION PROVIDER LOGO] The following process shall be employed by HCHD if clarification is required regarding any Supplier responses: HCHD will issue questions to any or all Supplier(s) as deemed necessary by HCHD. The HCHD Contact will issue these questions by e-mail. The Supplier is to send responses by e-mail to the HCHD Contact by the response due date and time referenced on the question e-mail. Upon HCHD’s reasonable request, if the new information provided in response to HCHD’s questions represents significant changes to the Supplier’s original response, then the Supplier may be asked to re-issue their original response with the updated information included. 1.4.6 Withdrawal A Supplier may, without prejudice to itself, modify or withdraw its response by written request, provided that the request is received by the HCHD Primary Contact prior to the proposal due date. In the case of an electronically delivered request, a written confirmation thereof bearing the authorized signature of the Supplier shall be received by the HCHD contact within three (3) business days of issuance of the request. Following withdrawal of a response prior to the Due Date, the Supplier may submit a new response providing delivery is prior to the Due Date. 1.4.7 Financial Proposal Instructions Pricing shall be provided for all functionality included in the Supplier’s response. Pricing shall be broken down by each solution element covered in the Supplier’s response. An overall aggregated price for the entire response with no breakdown shall not be accepted. Supplier shall state all assumptions used for pricing. *Please submit Finical/cost proposals in a sealed envelope with “Sealed Bid” on the outside. See Invitation cover letter on our website for details. 1.5 EVALUATION CRITERIA HCHD will evaluate participating vendor proposals on all elements of each response, including costs, technology, solution’s flexibility and capability, scope of the services provided, compatibility with HCHD’s environment, and other factors as described below. 1.5.1 Evaluation Timeframe Evaluation for the responses by HCHD shall not commence before the Due Date. The evaluation is expected to be complete within 30 days, and a contract is expected to be awarded within 30 days of the evaluation. [SOLUTION PROVIDER NAME HERE] Page 8 of 33 Rev 3. Revised 07/28/2008
  9. 9. [SOLUTION PROVIDER LOGO] 1.5.2 Review Criteria HCHD will review the information provided in response to this RFP to develop a solution for HCHD’s Telephony needs. Detailed evaluation criteria will not be shared with Suppliers; however a high-level overview of important evaluation criteria follows: Financial: HCHD will evaluate each of the Supplier responses considering the overall value (costs and savings) to HCHD to implement a HCHD Voice Telephony solution. Technical Capability: HCHD will analyze the responses to determine how completely the solutions proposed meet the requirements as documented in this RFP. Specifically, the proposed solution will be evaluated in terms of: • Service availability and resiliency; • Scalability, capacity and performance; • Capability • Compatibility with existing infrastructure, systems and processes; • Capability to accommodate a phased implementation; • Delivery / Time to implement and deploy; • Manageability; • Comprehensive security; • Longevity of the proposed service(s); • Service and support; • Product quality. Innovation: HCHD will value innovative recommendations and proposed solutions for HCHD telephony technology, especially innovation that allows for cost effective initial implementations with the flexibility of phased growth based on need or business case justification. The ability of the solution to leverage HCHD’s existing LAN & WAN infrastructure to reduce the overall cost of the solution will be important. Value Add: If the Supplier has services or offerings relevant to HCHD that set them above other Suppliers, please identify these services and/or offerings (be specific). Additional Information: HCHD is interested in obtaining the best possible solution. If there is anything else you would like to add about your company or the requested services, please do. [SOLUTION PROVIDER NAME HERE] Page 9 of 33 Rev 3. Revised 07/28/2008
  10. 10. [SOLUTION PROVIDER LOGO] 2 VENDOR INFORMATION 2.1 EXECUTIVE OVERVIEW Provide an executive summary of the system being proposed. Response: 2.2 COMPANY BACKGROUND Provide an overview of your company, number of years in business, core solution offering, and five-year growth and development plans. Response: 2.3 COMPANY STRUCTURE Provide your company ownership structure. Response: 2.4 INDUSTRY EXPERIENCE Describe your experience with Voice over IP solutions. Include market share, industry recognition, awards, etc. Response: 2.5 CUSTOMER REFERENCES Please submit at least 3 customer references where you have implemented a similar solution over the past two years including individual contact information. Please include at least one reference that is similar in scope and size of what is being proposed. Response: [SOLUTION PROVIDER NAME HERE] Page 10 of 33 Rev 3. Revised 07/28/2008
  11. 11. [SOLUTION PROVIDER LOGO] 3 IP Telephony Solution 3.1 System Overview Using a simple diagram, illustrate your proposed IP network design. Response: 3.2 Software Release of the Proposed Solution Identify the software release for each product/model proposed. Response: 3.3 System Design Platform Describe the proposed IP solution’s architecture and design elements. Response: 3.4 Call Processing O/S What will be the primary operating system of the common control call processor? Response: 3.5 Database Integrity How will the proposed IP solution preserve and protect the customer database between backups? Response: 3.6 Database Information Loss Under what circumstances can customer database information (configuration, messages, logs, etc.) be lost during backups? Response: [SOLUTION PROVIDER NAME HERE] Page 11 of 33 Rev 3. Revised 07/28/2008
  12. 12. [SOLUTION PROVIDER LOGO] 3.7 Power Supply What power sources will be required for common controls as well as those in distributed areas? Indicate if this solution will be dependent on an AC or DC current. Response: 3.7.1 Power Safeguards What safeguards are included in the IP design to protect system operation? What would happen to system operation during a power failure? Response: 3.8 Redundant system design elements Indicate the degree of redundancy, e.g., full duplicated back-up or standby load sharing, for each of the following common control elements.  tone generators  main system memory  RJ-45 Ethernet uplinks to network  I/O interfaces  DTMF receivers  power supply  primary call processor  call classifiers  customer database memory  registers Response: 3.9 Local Survivability The system needs to be redundant in one of two ways. 1. Internally redundant, where all of the major components have a spare/backup. Example: Mirrored hard drives and dual power supplies. 2. Second Controller, where a totally separate controller, can pickup and run everything the primary controller does with minimal interruptions to service. Please define what interruptions occur when a fail over occurs. Please explain how your survivability solution meets the above requirements. Response: 3.9.1 Survivable IPTS Features/Services [SOLUTION PROVIDER NAME HERE] Page 12 of 33 Rev 3. Revised 07/28/2008
  13. 13. [SOLUTION PROVIDER LOGO] 1. What generic software features need to be in place when the survivability solution is activated? Response: 2. What station equipment (instruments, soft phones, wireless devices, etc.) is not supported in standard survivability mode? Response: 3.10 Network Failover Resiliency 1. Does the proposed IP solution support network failover resiliency in case of a disastrous common control failure? If so, describe the failover process and specify the hardware, software, WAN transmission, and time required to carry it out. Response: 2. Can the proposed IP solution support more than one network failover design? If so, please explain how, and indicate what elements are necessary to achieve additional designs. Response: 3.11 Security 3.11.1 Authentication Describe how the IP solution’s authentication process prevents: unauthorized access to common control elements and data resources, and abuse of telephony services (e.g., toll fraud). Response: 3.11.2 Disruption of Services Explain how embedded features in the proposed IP solution will reduce telephony service disruption due to denial-of-service (DoS) attacks. Response: [SOLUTION PROVIDER NAME HERE] Page 13 of 33 Rev 3. Revised 07/28/2008
  14. 14. [SOLUTION PROVIDER LOGO] 3.11.3 Confidentiality and Privacy (Packet Sniffing) Describe how the proposed IP solution’s embedded features will secure communications privacy. How will the solution counter packet sniffing attempts? Is the Communications between the Controller and the Phones encrypted? Response: 3.11.4 Physical Interfaces Are the network interfaces for the following functions separate: IP administration, control, and voice transmission signaling? Response: 3.12 ISDN PRI Services Do the proposed T-1 trunk circuit interfaces support ISDN PRI capabilities? Response: 3.13 Traffic Handling Typically there is about 5% utilization on our network, but it does sometime spike to 80% to 90%. The back bones of our network are typically Gig Fiber connections. A Majority of our Switches are HP Procurve Series, none are PoE (Power over Ethernet). Explain how the proposed system’s design supports the stated traffic assumptions. Response: 3.14 IP Station QoS How does the proposed IP solution provide Layer 2 and Layer 3 end-to-end quality of service to IP stations? Which industry standards are employed to guarantee this quality of service? Response: 3.15 Multi-Party Conference Calls Describe how multiple-party add-on conference calls would be handled in the following situations: [SOLUTION PROVIDER NAME HERE] Page 14 of 33 Rev 3. Revised 07/28/2008
  15. 15. [SOLUTION PROVIDER LOGO] 1. Assisting customer – A customer calls one of our employees needing assistance, but the employee does not know the answer. Rather than hang up and call the customer back, the employee needs to be able to conference in another person who does know the answer, or page over head for assistance. 2. Conference call Small Group – Our Company needs to have a quick meeting with different employees of a department. Conference calls are usually the easiest way to accomplish this. Some employees are only available via cell phone, or home phone. 3. Conference call Large Group – How would the system handle a large party conference call of 30 or more people? Most people would be using outside lines or cell phones to connect. Outline any and all hardware and software requirements necessary to support multi-party add-on conference call requirements. Indicate whether peripheral hardware, e.g., conference bridge servers, is required. Response: 3.16 VoIP Overflow Traffic If WAN links are unavailable or conditions are unacceptable, will the proposed communications system support voice traffic overflow across Hall Co. HD locations? Will overflow traffic revert back to the WAN if conditions become favorable? Response: 3.17 IP Telephones (including softphones) & Audio Conferencing Units Describe how all proposed IP telephones are supported by the common control call server. If direct call control signaling via Ethernet LAN/WAN is not supported, specify all required intermediary carrier, signaling interface and/or media gateway equipment. Response: 3.18 Analog Telephones Explain how the proposed analog telephones are supported by the common control call telephony service. Specify the required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response: [SOLUTION PROVIDER NAME HERE] Page 15 of 33 Rev 3. Revised 07/28/2008
  16. 16. [SOLUTION PROVIDER LOGO] 3.19 Facsimile Terminal Describe how facsimile terminals are supported by the common control call telephony server. Specify the required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response: 3.20 Modem Explain how modem terminals are supported by the common control call telephony server. Specify all required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response: 3.21 Power Failure Transfer Station (PFTS) Describe how analog telephone power failure transfer stations (PFTS) are supported by the common control call telephony server. Specify all required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response: 3.22 Voice Terminal Instruments – Regulation Requirements Our company intends to keep most of our Fax Machines, and modem lines. As a result, the proposed communications system must be able to support a mix of analog and IP communications devices. All single and multi-line IP phones must be comply with section 68.316 of the FCC hearing-aid compatibility standards as well as the 1996 Telecommunication Act. Explain how the proposed telephone equipment meets these requirements/standards. Response: 3.23 IP Audio Conferencing Unit Describe the proposed IP audio conferencing unit and include an illustration of the unit. Response: [SOLUTION PROVIDER NAME HERE] Page 16 of 33 Rev 3. Revised 07/28/2008
  17. 17. [SOLUTION PROVIDER LOGO] 3.24 Other IP Telephone Instruments What additional IP desktop telephone models do you offer? Please include the following details for each: i. fixed feature and function, ii. number of programmable line and feature keys, iii. display description (if applicable), iv. type of speakerphone (if applicable), and v. any other critical details. Include an illustration of each of these additional models. Response: 3.25 Additional Desktop Options and Accessories Provide a brief description of all additional desktop options and accessories. Response: 3.26 Station User Features Does the proposed communications system support each of the user features listed above? Specify any features that are not included as part of the standard call-processing software package. Identify any of the features listed below that require additional hardware and/or software because they are not included as part of the standard software package. 1) Add-On Conference (six party or more) 2) Automatic Callback 3) Automatic Intercom 4) Bridged Call Appearance 5) Call Back Last Internal Caller 6) Call Coverage (Programmed) a. Internal and External Call Programming b. Time of Day/Day of Week Call Programming c. ANI/DNIS/CLID Call Programming d. Internal Caller ID Programming 7) Call Forwarding – All Calls 8) Call Forwarding – Busy/Don’t Answer 9) Call Forwarding – Follow Me 10) Call Forwarding – Off Premises 11) Call Forwarding – Ringing 12) Call Hold 13) Call Park 14) Call Pickup – Individual 15) Call Pickup – Group [SOLUTION PROVIDER NAME HERE] Page 17 of 33 Rev 3. Revised 07/28/2008
  18. 18. [SOLUTION PROVIDER LOGO] 16) Call Transfer 17) Call Waiting 18) Consecutive Speed Dialing 19) Consultation Hold 20) Customer Station Rearrangement 21) Dial by Name 22) Discrete Call Observing 23) Distinctive Ringing 24) Do Not Disturb 25) Elapsed Call Timer 26) Emergency Access to Attendant 27) Executive Access Override 28) Executive Busy Override 29) Facility Busy Indication 30) Group Listening 31) Hands-Free Dialing 32) Hands-Free Answer Intercom 33) Help Information Access 34) Hot Line 35) Incoming Call Display 36) Individual Attendant Access 37) Intercom Dial 38) Last Number Redialed 39) Line Lockout 40) Loudspeaker Paging Access 41) Malicious Call Trace 42) Manual Intercom 43) Manual Originating Line Service 44) Meet-Me Conferencing (six party or more) 45) Message Waiting Activation 46) Multi-Party Assisted Conference with Selective Call Drop 47) Music On Hold 48) Off-Hook Alarm 49) Padlock 50) Paging/Code Call Access 51) Personal Co Line (Private Line) 52) Personal Speed Dialing 53) Personalized Ringing 54) Priority Calling 55) Privacy – Attendant Lockout 56) Privacy – Manual Exclusion 57) Recall Signaling 58) Ringer Cut-Off 59) Ringing Tone Control 60) Save and Redial 61) Secondary Extension Feature Activation 62) Send All Calls 63) Silent Monitoring 64) Step Call 65) Store/Redial 66) Supervisor/Assistant Calling [SOLUTION PROVIDER NAME HERE] Page 18 of 33 Rev 3. Revised 07/28/2008
  19. 19. [SOLUTION PROVIDER LOGO] 67) Supervisor/Assistant Speed Dial 68) Text Messages 69) Timed Queue 70) Trunk Flash 71) Trunk-to-Trunk Connections 72) Whisper Page Response: 3.27 Systems Management Describe the proposed management system, including how it will work with HCHD’s areas. List its hardware and software components. Is the management server and software available as a bundle, or is Hall Co. HD responsible for providing its own server hardware. Can the server Hardware be virtual, such as VMware? Please list any third-party technology, if any, for this solution. Response: 3.28 System / Port Capacity List the maximum number of independent IP communications systems that can be supported by the proposed systems management server. Include the maximum number of user ports that can be passively and actively supported. Response: 3.29 Terminal Capacity What are the maximum number of PC-client terminals that can be configured as part of the proposed management system? Response: 3.30 Support of Open Standards The proposed management system must provide support for open protocols such as SNMP and LDAP. It should also use open encoding schemes such as XML and HTML. Which open standards in the proposed management system use to support administration, maintenance services, and operations? Are any standards being used as protocols or encoding schemes? Are any being implemented publicly by other vendors? Response: [SOLUTION PROVIDER NAME HERE] Page 19 of 33 Rev 3. Revised 07/28/2008
  20. 20. [SOLUTION PROVIDER LOGO] 3.31 Security Features Are there any security features embedded in the proposed management system to prevent unauthorized access and operation? If so, identify them. Include whether media encryption is used for command-signaling transmissions and if any DoS and user-authentication mechanisms are supported for the systems management application. Response: 3.32 Administration Functions Would like to be able to administer all of the Phone Systems form one place/console. Verify that the proposed systems management solution supports the above administrative features. What, if any, features are not supported? Response: 3.33 Section Removed 3.34 Stations Verify that station counters measure and provide reports for the following parameters: number of calls, number of stations in measurement, number of blocked stations in measurement, and traffic rating. List any station parameters that are not measured. Response: 3.35 Threshold Alarms Confirm that the proposed solution records and reports alarms for: DTMF senders and receivers, conference bridges, tone receivers, trunk routes, and modern groups. Response: 3.36 VoIP Monitoring Describe all available VoIP monitoring records and reports. Are parameters such as jitter, call delay/latency, and packet loss tracked and reported? If so, can a system administrator monitor VoIP calls in real time? What, if any, third-party equipment is being proposed? Response: [SOLUTION PROVIDER NAME HERE] Page 20 of 33 Rev 3. Revised 07/28/2008
  21. 21. [SOLUTION PROVIDER LOGO] 3.37 Optional Reports If available, describe the proposed management system’s directory, inventory, and cabling reports. Response: 3.38 Call Detail Recording Please indicate which of the listed fields are included in your call detail record data.  date  time  call duration  condition code (categorizes information represented in the call record)  trunk access codes  dialed number  calling number  account code  authorization code  facility restriction level for private network calls  transit network selection code (ISDN access code to route calls to a specific inter- exchange carrier)  ISDN bearer capability calls  call bandwidth  operator system access (ISDN access code to route calls to a specific network operator)  time in queue  incoming trunk ID  incoming ring interval duration  outgoing trunk ID Response: 3.39 Maintenance Do the proposed system maintenance operations support the following: processor status monitoring; control of power units, fans, and environmental sensors; peripheral monitoring (voice terminals and trunk circuits); initiation of emergency transfer and control to backup systems; origin of alarm information; and alarm activation? If applicable, name any other parameters supported. Response: 3.40 Alarm Conditions Explain how the proposed management system defines major, minor, and warning alarms. [SOLUTION PROVIDER NAME HERE] Page 21 of 33 Rev 3. Revised 07/28/2008
  22. 22. [SOLUTION PROVIDER LOGO] Response: 3.41 Maintenance Reports What, if any, maintenance alarm reports will be provided by the proposed management system? Response: 3.42 Remote Maintenance How does the solution support remote maintenance operations for customer access and for an outside maintenance service provider? Specify the following: how the system alerts a remote service center when an alarm condition occurs; the trunk circuit requirements for alert transmissions; and security measures to prevent unauthorized access. Response: 3.43 Provisioning Describe how each of the proposed solution components should be utilized. List any functions, systems and/or devices which are not a part of your provisioning interface. Moving forward, what would you do to ensure that these functions, systems and/or devices are incorporated? Response: 3.44 Call Recording Call Recording, the proposed system needs to have the ability to record calls automatically, manually, and randomly. How does the proposed system accomplish this goal. 4 Integrated Messaging System Describe the proposed integrated messaging solution. Response: 4.1 Security Features What security features are included with voice messaging system to prevent abuse and unauthorized access? Describe how each works to provide this security. Response: [SOLUTION PROVIDER NAME HERE] Page 22 of 33 Rev 3. Revised 07/28/2008
  23. 23. [SOLUTION PROVIDER LOGO] 4.2 Voice Mail Features 4.2.1 Forwarding Forward Voicemail from a user in one site to a user in another site. Verify that the proposed solution meets these requirements. Response: 4.2.2 Disconnect Detection Does the system immediately disconnect and restore the line to the service the moment a caller has hung up? Response: 4.2.3 Station Dialing Can you access the Directories for just one site or is it possible to access a Global or different site directory? Does the proposed system enable callers to access, in addition to the menu, an individual station either through entering the extension number or keying in the recipient’s last name? Response: 4.2.4 Answer Announcement Mailbox Greetings, System announcements and other Mailbox options: Min Length for messages/greetings/announcements 5 min, Ability to skip thru messages or announcements, Deleted messages are saved for 14 days before actually being deleted, but an option to manually delete the message. Please explain how the proposed solution supports these operations. Response: 4.2.5 DTMF Signaling Is the proposed system capable of generating and receiving standard DTMF tone signaling? Response: [SOLUTION PROVIDER NAME HERE] Page 23 of 33 Rev 3. Revised 07/28/2008
  24. 24. [SOLUTION PROVIDER LOGO] 4.2.6 Greetings Greetings for voicemail should be customizable and or automated. There should be a minimum of 3 different custom greetings that a user can set and use. Voice mails must have a date stamp. Verify that the proposed solution offers these features. Response: 4.2.7 Trunk Access Please verify whether the proposed system will prevent a caller passing through the attendant to reach an outside line. Response: 4.2.8 Distribution Lists Required number of distribution list minimum of 500 list, with 500 people per list. Confirm that the proposed solution can support these requirements. Response: 4.2.9 Message Forwarding Can you forward or send a voice mail or message to a list and an individual? Does the proposed solution support these requirements? Response: 4.2.10 Audit Trail Does the proposed solution keep an audit trail of each call? Can this audit trail be printed on the administrative console together with daily reports? Response: 4.2.11 Message Indication How does the proposed solution indicate the receipt of voice mail (i.e., a message-waiting light, altered dial tone, or another way)? Response: [SOLUTION PROVIDER NAME HERE] Page 24 of 33 Rev 3. Revised 07/28/2008
  25. 25. [SOLUTION PROVIDER LOGO] 4.2.12 Identification Code How will the proposed solution verify a user’s identification? How can users change their identification codes? Response: 4.2.13 Message Recovery How does the proposed solution: reveal the number of new and total messages; and enable a mailbox user to delete, skip, or save a message? Response: 4.2.14 Message Reply How does the proposed solution enable the mailbox owner to respond to a message from someone within the system? Response: 4.2.15 Message Review Will it be possible for a user to either review and edit an announcement or input a message? Response: 4.2.16 User Controls Which of the following functions will the mailbox user be able to control? List any additional functions in the proposed solution.  play back messages  skip to next message  cancel review  replay message  replay faster or slower  pause  append information  forward message (to mailbox or list)  create new answer announcement  increase playback volume Response: [SOLUTION PROVIDER NAME HERE] Page 25 of 33 Rev 3. Revised 07/28/2008
  26. 26. [SOLUTION PROVIDER LOGO] 4.2.17 Other User Features / Controls Response: 4.2.18 System Management Console What components will be provided to facilitate system management? How will traffic reports be generated? List what details will be included in each traffic report. Response: 4.2.19 System Changeability Will it be possible for the system administrator to add and/or delete mailboxes, change general recordings and perform other administrative duties while the system is in operation? Response: 4.2.20 AMIS Does the proposed messaging system support AMIS networking standards? Response: 4.2.21 Digital IP Networking Does the proposed messaging system support VPIN networking standards? Describe how the system supports digital networking? Response: [SOLUTION PROVIDER NAME HERE] Page 26 of 33 Rev 3. Revised 07/28/2008
  27. 27. [SOLUTION PROVIDER LOGO] 5 SERVICES 5.1 MAINTENANCE AND SUPPORT 1. Vendors must provide a copy of their standard contract agreements for procurements, maintenance, and/or licensing for all proposed products and services. Response: 2. What maintenance programs are you proposing? Specifically, describe the program, features, services, and benefits. Response: 3. Where are support personnel located? What levels of staff are available for support? Please give brief description of staff levels. Response: 4. Define your company’s policy regarding major & minor outages, including definition of a major & minor outage, response time and dispatch procedure. Response: 5. What is the structure and schedule of escalating unsolved problems to higher support levels? Response: 6. Is a toll-free telephone number available for questions? Does your solution provide for the capability of direct access for answers to questions? Response: 7. What are the procedures for identifying software and hardware problems? How are fixes to those problems implemented? Is there an automated process available to inquire about known problems and obtain their fixes? Response: [SOLUTION PROVIDER NAME HERE] Page 27 of 33 Rev 3. Revised 07/28/2008
  28. 28. [SOLUTION PROVIDER LOGO] 5.2 WARRANTY AND REPAIR 1. Describe the warranty program including the standard warranty and any extended warranty coverage available for the proposed solution. Response: 2. The warranty must cover the replacement or repair of defective product(s) and related labor for the replacement or repair of said defective product(s). Response: 5.3 PROFESSIONAL SERVICES Describe your professional services to implement and support the proposed solution. Describe any services that further integrate or customize the solution. These services would be “above and beyond” the normal services provided as part of the standard offerings. Response: 5.4 PROJECT MANAGEMENT AND IMPLEMENTATION 1. Would you provide a dedicated project manager to work with us? Response: 2. Describe the methodology your firm will use to plan and manage all business requirements to implement a successful solution. Response: 3. How many technical support persons will be dedicated to the installation of your solution and for how long? Response: 5.5 SUBCONTRACTORS 1. Disclose the planned use of any subcontractor that will perform twenty percent or more of the services described in your proposal. In addition, you may choose to identify any other subcontractor that you believe may add value. Response: [SOLUTION PROVIDER NAME HERE] Page 28 of 33 Rev 3. Revised 07/28/2008
  29. 29. [SOLUTION PROVIDER LOGO] 2. Provide the name and address of each Named Subcontractor and the work the subcontractor will be performing. Response: 3. The supplier will be responsible for the performance of any subcontractors and will not be relieved by non-performance of any sub-contractors. Supplier shall provide a summary of qualifications, years of experience, and references for all Named Subcontractors. Response: 5.6 CUTOVER 1. Describe the methodology, processes, and procedures for the logical and physical cutover of the proposed solution. Response: 2. Describe the methodology, processes and procedures if a VoIP conversion fails. Response: 3. Describe the change management plan for transition. Response: 4. Describe the test plan for transitioning over each system. Response: 5.7 ACCEPTANCE The acceptance of the VoIP Service is to ensure that capacity and quality have been provisioned successfully. Describe the methodology, processes and procedures for acceptance after the transition has been completed. Response: 5.8 TRAINING [SOLUTION PROVIDER NAME HERE] Page 29 of 33 Rev 3. Revised 07/28/2008
  30. 30. [SOLUTION PROVIDER LOGO] 1. What initial training is necessary for our personnel to support and use your hardware and software? Response: 2. Outline methods of training to be provided for our personnel. Response: 3. Outline training offerings and any associated costs. Response: 4. Where are the training facilities located? Response: 5.9 BILLING Describe your billing processes. Response: 5.10 PRICING 5.10.1 Vendor Pricing and Cost Information All costs, inclusive of product prices, shipping, installation charges, manuals, training, etc. must be fully and plainly disclosed. All prices must remain in effect for 180 days from the proposal due date. Vendors must itemize all components, products, services, costs, etc. Include a fixed cost bid that includes all installer travel & per diem. Vendors must provide prices on all components required. Vendors must also supply software support charges for one year after normal warranties have expired. Vendors must specify which of the features are included as a matter of design or are available as an extra cost. Response: 1. Vendors must describe all monthly and/or annual maintenance costs. Vendors must also indicate what the cost increases, as measured in percent, have been for the past three years with respect to maintenance charges. Response: [SOLUTION PROVIDER NAME HERE] Page 30 of 33 Rev 3. Revised 07/28/2008
  31. 31. [SOLUTION PROVIDER LOGO] 2. If a variety of maintenance/service programs are available, a description of all options and respective prices is required. Response: 3. Any cost reductions for such items as service credit, technical consulting allowances, waiver of training, or any comparable non-equipment of maintenance credits should be specifically stated with cost listed item by item. Response: 4. All discounts must be clearly defined. Response: 5. Vendors must describe all costs associated with onsite and offsite product training. Response: 6. Vendor must define the costs associated with obtaining copies of system and user documentation. Response: 7. Applicable taxes must be included in vendor pricing for proposal. Response: 5.11 Prefered Service Options 1. 5 years Warranty on Parts & Labor. This would include all Parts including voice Mail and UPS Battery Back-UP Unit. Also All Labor charges to fix or replace any equipment. 2. Free System Software upgrades. We want free system software upgrades to the system for 5 years. 3. Free moves to new office Location (excluding cabling) If we move to another office in 5 Years we want the system moved for free. 4. Move Phones and make program changes like name and ringing assignments We want all Moves, Adds or Changes to be included for 5 Years such as moving of Phones, program changes and any other changes due to adding additional equipment. [SOLUTION PROVIDER NAME HERE] Page 31 of 33 Rev 3. Revised 07/28/2008
  32. 32. [SOLUTION PROVIDER LOGO] 5. Free Replacement of handset and station cords as needed. We want free replacement of handset and station cord as needed for 5 years. 6. No Charge for trouble found (or no trouble found) with telephone line service provider. If we call you out for a dead line or trouble with our phone lines we want you not to charge us for no trouble found calls or problems that have to report to our carrier and are not telephone system equipment problems. 7. Priority scheduling for service and adds, moves or changes. We want to have priority for service calls and adds moves or changes. 8. Two free one hour training sessions per year. We want to have you come by twice a year and give a 1 hour full training session for new employee’s and any one else that wants to attend. 9. Refresh Dollars (scheduled allotment for upgrades and add-ons with out increase in monthly payment) We want money set a side each month for additional equipment and or upgrades. This should be included in our monthly payment. 10. Additional free user guildes upon Request If we lose or need additional user guides we want them to be provided at no cost. 11. Local and Long distance audits and recommendations Once a year we want you to provide an audit of all our telephone and internet services. 12. Backup and archiving of system databases We want you to back-up our system programming at each visit to our site. 13. Waiver of labor charges when equipment is added or replaced When additional equipment is added we will pay for the equipment and all labor to install and program new equipment will be included. 14. Free remote program changes durring normal buisness hours We want to call in and request some changes to our system and if they can be done remotely we do not want to be charged for those change [SOLUTION PROVIDER NAME HERE] Page 32 of 33 Rev 3. Revised 07/28/2008
  33. 33. [SOLUTION PROVIDER LOGO] 5.12 Additional Parts and Labor 1. Parts – We would like a flat rate for any parts or pieces that we might need to complete the project, pricing to be valid for 6 months. Example: Handsets, Cable for additional drops, cables, faceplates, etc… 2. Labor – We would like to have a flat rate for any additional work that needs to be done that is not covered under the scope of this RFP. Example running additional drops (labor only). [SOLUTION PROVIDER NAME HERE] Page 33 of 33 Rev 3. Revised 07/28/2008