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IP PBX Solution Ministry of Health For 1 3. After Sale Support 4. Summary 2. Solution Description 2
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1
IP PBX Solution
For
Government of Barbados
Ministry of Health
By
Michael Elcock
Converge Solutions Inc.
7th January, 2010
2
CONTENTS
1. Executive Summary
a) Background- Needs Analysis
b) Proposition
c) Pricing Summary
2. Solution Description
3. After Sale Support
4. Summary
3
Executive Summary
Converge Solutions Inc. (Converge) welcomes the opportunity to work with Ministry of
Health in arriving at the most economical solution without compromise on quality,
applicable features for your telecommunication needs. We are cognizant of the prevailing
stringent economic times, yet the demand to keep the services to the consuming public to
their satisfaction. As a result we have focused our proposition offering three (3) possible
options for a solution which will help achieve and establish modernization of your
telephony services within the Ministry, provide the platform for seamless integration to
other Ministries and related departments like the polyclinic, and the hospital.
Converge with key resources and expertise in the area of Information Technology &
Telecommunications (IT&T), is uniquely placed in offering Ministry of Health a
complete “one-stop-shop” suite of services to satisfy their current requirements, provide
after-sales support through corrective and preventative maintenance packages suited to
your needs and budget.
From the information provided to us at the time of preparing our proposal, we agree our
key objectives above addressing your telecommunication needs, will remain focused on
satisfying the following for the Ministry of Health.
i. Establishing & maintaining operational efficiency
ii. Managing tracking and controlling cost
iii. Ensuring that you have a high level of service availability as
commercially reasonably possible
Our proposal in support of the needs analysis done thus far is summarized as per Table 1
below.
Solution Sale Price Installation
Fee (Once-
off)
Monthly
Support Fee
Comments
Asterisk IP
PBX
$71,037.85 $12,000.00 $2865.00
Nortel BCM
450
$76, 494.55 $12,000.00 $2865.00
CISCO Unified
Communication
$137,912.00 $12,000.00 $2865.00
4
Table 1
Background
Needs Analysis
The core configuration for the systems quoted for was determined by the request for
quotation dated 22nd
December, 2009 from which we confirm the provisioning of
telecommunications services with the functionality to address the needs of your one
hundred and thirty (130) users initially.
- Voice Messaging Services – with the ability to access or retrieve messages
from email
- Conference Bridge Services enabling
- A list of features available on the systems as a standard is provided below
- Support 130 users
- Support a range of featured handsets – for executive users, middle
management teams and junior management team
In assessing your requirements Converge offers the following for discussion and
feedback, to determine it fitness for purpose, and arriving at a final agreement on
commercials with respect to the provision of services cost and after sale support service
plans.
5
Proposition
In response to your requirements we propose three (3) viable alternatives which we are
confident will meet your immediate needs whilst having the capacity for growth and
network integration into your other subsidiary or satellite departments like polyclinics,
remote office locations, support system access for travelling team members and other
remote workers.
Our choices are designed to allow the choice mainly for budgetary purposes, whilst
maintaining a minimum level of service quality and reliability.
Our key assumptions are:
1. The office location is fully wired with Category 5 distributive infrastructure at a
minimum
2. The switches provided to support the infrastructure are capable of supporting
„Power over Ethernet” (POE)
3. Adequate power and system grounding will be provided by the Ministry
4.
Option 1 – Asterisks IP PBX
In keeping with the global trends in Internet Protocol (IP) based systems, and “Open
Source” – non traditional vendor/manufacture proprietary system architecture, we
propose the Asterisks based PBX with the list of features below as a viable option.
Although we have proposed the Polycom handsets to work with the Asterisks PBX it is
also possible to have a selection of other vendors IP phone operational with the PBX e.g.
the Nortel 1120 Series and the 6000 and 7000 series from CISCO and Aastra to name a
few.
The Pricing appendix provides details of the pricing for the Asterisks.
6
Asterisk features:
Automated Attendant Call Details Record Call Forward on Busy Call Forward on No Answer Call Monitoring
Call Parking Call Transfer Call Waiting Caller ID Conference Bridging Database Integration Dial by Name Direct Inward System Access Do Not Disturb Fax Transmit/Receive Interactive Voice Response (IVR) Music on Hold Roaming Extensions Route by Caller ID SMS Messaging Three-Way Calling VoIP Gateways Voice Mail
Polycom SoundPoint IP 670
A premium SIP desktop phone with color display that delivers a rich voice, visual, and applications experience
A large, vibrant color display for easier viewing and navigation
Revolutionary voice quality with Polycom HD Voice™ technology
Integrated Gigabit Ethernet (GigE) switch to enable bandwidth-intensive
applications
Six lines in stand-alone mode and 34 lines with three Polycom SoundPoint IP
Color Expansion Modules
A visually improved platform to enable a high level of integration with
productivity-enhancing applications and business processes
Built-in USB port to support applications, such as Local Call Recording from the
Polycom Productivity Suite
7
Features and Benefits
Backlit 320 x 160 pixel color display delivers a rich visual experience
Unparalleled voice quality and clarity that makes every call efficient and
productive
Integrated GigE support that future-proofs your network infrastructure investment
A color interface platform for accessing applications, such as the Polycom
Productivity Suite and third-party applications
Advanced SIP functionality, including shared lines, busy lamp field, and presence
Broad and robust interoperability with a broad array of SIP call control platforms
for open choices and simplified provisioning and support
Polycom® SoundPoint
® IP Color
Attendant Console
Enhances productivity of a telephone attendant with
rich, vibrant color display and advanced call handling
capabilities
The industry's first color, high-performance attendant console solution
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Features up to four large, vibrant color displays for easier viewing, navigation,
and call visualization
Simplifies management and monitoring of up to 24 simultaneous calls
Enables telephone attendant to promptly accept, accurately screen, efficiently
dispatch, and effortlessly monitor calls
Achieves fewer lost customer calls, shorter wait times, increased accuracy of call
routing
Delivers business scalability and investment protection by adding up to three
Color Expansion Modules to the SoundPoint IP 670
Features and Benefits
Delivers a rich, visually pleasing user experience
Views contact‟s presence information without having to be in front of a PC
Features 48 illuminated programmable keys that can be configured as either a line
key or a speed dial with busy lamp field (BLF)
Up to three SoundPoint IP Color Expansion Modules can be easily integrated with
the SoundPoint IP 670 host phone
Provides an easy transition from Key Systems to the features and functionality of
VoIP
Polycom® SoundPoint® IP 550
Cutting-edge SIP feature set meets Polycom® HD Voice™ technology
Four-line manager‟s phone
Revolutionary voice quality with Polycom HD Voice technology
Cutting-edge SIP features
Backlit, easy-to-read LCD with support of Asian characters
Interoperability with leading SIP-based IP PBX and Softswitch platforms
9
Features and Benefits
Four lines
Polycom HD Voice technology, including support of G.722 wideband codec,
Acoustic Clarity Technology 2, and systems design optimized for Polycom HD
Voice technology
Advanced functionality, including shared lines, busy lamp field, presence, and
XHTML application
Backlit 320 x 160-pixel grayscale graphical LCD
Integrated IEEE 802.3af Power over Ethernet (PoE) support
Polycom® SoundPoint® IP 335
Entry level IP phone with Polycom HD Voice™ technology
Revolutionary voice quality delivered through Polycom HD Voice technology
High-resolution backlit, graphical display
Two-line entry-level phone
Easy to configure and use
Integrated Power over Ethernet (PoE) support (Class 2)
Interoperability with leading IP PBX and Softswitch platforms
Features and Benefits
Polycom HD Voice technology, including support of G.722 wideband codec,
Polycom Acoustic Clarity™ Technology 2, and systems design optimized for
Polycom HD Voice technology
Advanced functionality, including shared lines, busy lamp field, three-way
conferencing, and XML microbrowser
10
Backlit 102 x 33-pixel, grayscale graphical LCD
Integrated IEEE 802.3af Power over Ethernet (PoE) support (Class 2)
Two port 10/100 Ethernet Switch
Dedicated RJ-9 headset port
11
Option 2 – Nortel BCM 450
The Business Communication Manager 450 from Nortel Networks (now AVAYA
Communications) is a compact solution with the capability of meeting your immediate
requirements, with the ability to grow to the capacity to support 250 users.
Business Communications Manager 450 is an award winning all-in-one, affordable
platform for converged voice and data communications; ideal for medium-sized
businesses and branch offices with up to 300 users. Business Communications Manager
450 provides best in class industry capabilities including advanced unified
communications (UC) such as InTouch (federated presence), FindMe/FollowMe and
Message Forwarding that connect people faster and improve collaboration. Unified
Messaging, Meet-Me Conferencing, Computer Telephony Integration (CTI) and
Intelligent Contact Centre functionality provide your business with a competitive edge in
an environment where speed and simplicity are integral to success. Additional robust
telephony features include SIP Trunking, voice messaging, IP networking, Internet
access, as well as your choice of mobility and IP telephony solutions. With Business
Communications Manager 450's easy-to-use and highly flexible architecture, SMBs can
obtain productivity, cost-savings and the investment protection critical to success in
today's business environment.
BCM Provides Access to Key Features of Unified Communications
BCM provides a highly effective platform for customers seeking cost effective Unified
Communications solutions. Applications such as:
Unified messaging for simplified and efficient communications
BCM450 consolidates voice, fax and email messages onto users‟ PCs, laptops or
PDAs, managing them through one standard application such as Microsoft
Outlook or Exchange. Important messages are sent and received regardless of
device - a real time saver and productivity booster.
Message Forwarding*: a must for employees on the go Voice, fax or text messages can be forwarded to a wide variety of email clients
and PDAs keeping employees connected to customers and each other wherever
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they go. You can attach a compressed WAV file to the email, so users can play
the voice message or see the fax message on the destination device. Its simple to
install with no add-on client software or firmware required. Simply activate
Message Forwarding with the existing BCM Unified Messaging authorization
codes.
*Will be available one to two months after BCM450 General Availability via the BCM Value
Add Program.
Meet-Me Conferencing to make meetings easy, secure and productive
Reduce your conferencing expenses by eliminating the need for external services.
Parties can easily establish a teleconference for up to 120 participants using the
CEC, with 60 simultaneous participants on one conference. A Rich set of user
controls enables the "chairperson" to start, stop, secure and control the
conference. A flexible feature ideal for larger conferences, specifically those
involving outside suppliers.
SIP trunking support for cost savings and simplicity BCM450 offers SIP trunking to enable small and medium sized businesses to
simplify their network through convergence and achieve significant cost savings.
BCM450 offers SIP trunking interoperability with a number of industry leading
service providers including AT&T, MTS All stream and a number of others in
progress - please consult your Nortel authorized reseller for details.
Computer Telephony Integration (CTI) Simple to activate, set up and manage, CTI enables you to use third-party, PC-
based applications to control telephone services, such as a click-to-call company
directory or automatic screen "pops" of a customer‟s account status alongside a
customer‟s call.
Integrated Intelligent Contact Center to provide better customer service
Direct clients and customers to the right contact quickly - increasing customer
satisfaction and business productivity. Advanced reporting and multimedia
applications maximize customization and flexibility.
FindMe/FollowMe
Enables simultaneous ringing of up to 5 external devices (cell-phone, PDA, etc.)
when a call is received by a desk phone on the BCM system. Supports active call
hand-off back and forth between different devices. Users can customize
forwarding schedule based on time-of-day and day-of-week
InTouch (federated presence) Delivers true federated presence, and popular integrated communications
applications and capabilities. InTouch lets users communicate easily with anyone
in their personal directory - across Microsoft Outlook, Nortel BCM, MSN, and
Skype for click-to-call, click-to-IM and click to e-mail.
Big-business applications - without a big price tag
The Business Communications Manager 450 comes with hundreds of telephony features
and a full suite of integrated applications pre-loaded "in the box" - as your business needs
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evolve, you can easily activate more capabilities. Rich multimedia applications can be
activated to voice-and chat-enable a website. These features are all orderable via simple
software keycodes and do not require extra hardware.
Voice messaging: a must for employees on the go
Even if employees aren‟t there to answer the phone, they can still get the
message; callers can leave information in a mailbox for selected users,
departments or groups of users. Employees can record personalized greetings and
enjoy anywhere-anytime password-protected access to their messages marked
with calling line ID, time and date of the call and priority level.
Automated attendant to ensure calls get answered
This always-on-duty "administrative assistant" answers calls to your business
with personalized greetings and menu options -- routing calls to the right people,
departments or voice mailboxes. Provisioning less overhead for staff and satisfied
customers.
Advanced Paging Productivity Pack for sophisticated paging and text-
messaging capabilities
The Advanced Paging Productivity Pack (APP Pack) is a suite of advanced
applications designed to increase employee productivity, improve customer
service and streamline business processes - virtually anywhere paging and text-
messaging are used. Features include One Button Paging and Text Messaging,
Customer Assistance Paging and Scheduled Announcements.
Ad-hoc conferencing to take care of business quickly
It‟s easy to get the team together for a meeting at the spur of the moment,
regardless of where they‟re located. Simply initiate a teleconference call with up
to 120 total participants using the CEC, with 60 simultaneous participants on one
conference, without the need for a conference operator or service.
Mobility options to keep employees accessible and connected Whether your employees are in the office, nearby or even traveling, BCM450 has
a full suite of mobility offerings to choose from including digital and IP wireless
handsets or even PDA and PC-based soft-clients. Regardless of location, your
employees can stay connected to customers and each other.
Activity Reporter
Better understand and optimize your call flows - for improved customer service
and cost savings. The basic version Activity Reporter is an on-box reporting
system that provides reports on Business Communications Manager telephony
data metrics (e.g., Call Accounting, Auto Attendant Call Routing and Voicemail).
The full version is an off-box system offering more advanced reporting
capabilities and greater flexibility, enabling you to organize information the way
you want.
Professional Call Recording
Allows record keeping of important calls and transaction
14
Option 3 – CISCO – Unified Communication Business Edition
CISCO Unified Communications
To address these business complexities, Cisco Unified Communications
connects people, information, and teams, helping to enable comprehensive and
effective collaborative experiences. With Cisco Unified Communications, the
Ministry can:
Connect co-workers, partners, vendors, and customers with the information and
expertise they need.
Access and share video on the desktop, on the road, and on-demand, as easily as
making a phone call
Facilitate better team interactions, dynamically bringing together individuals,
virtual workgroups, and teams
Make mobile devices extensions of the corporate network so mobile workers can
be productive anywhere
Innovate across the value chain by integrating collaboration and communications
into applications and business processes
Cisco Unified Communications delivers a high quality, highly secure experience
across any workspace. This helps the Ministry:
Shorten response times to stakeholders and improve customer service cycles
Adapt to customer requirements and changes faster
Encourage innovation within teams and departments
Cisco Unified Communications uses the network as a platform for collaboration.
Applications can be flexibly deployed onsite, on-demand, and in blended deployment
models. Inter and Intra Ministry collaboration is facilitated using with a wide array of
market-leading solutions:
Conferencing: Give your workforce compelling, productive, and cost-
effective conferencing experiences with high quality voice, video, and web
conferencing.
15
Customer Care: Get closer to customers, while increasing satisfaction, and
loyalty. Proactively connect people with the information, expertise, and
support they need.
IP Communications: Enhance workforce productivity by extending consistent
communications services to employees in all workspaces using a full suite of
IP communications solutions and endpoints.
Messaging: Communicate effectively, and with a high level of security, within
and between companies. View real-time presence information and
communicate using email, instant messaging, and voice mail.
Mobile Applications: Increase mobile employee productivity and
responsiveness to customers while controlling mobile costs by making mobile
devices extensions of the enterprise network
Cisco Unified IP Phone 7962G
The Cisco Unified IP Phone 7962G offers: • Six programmable backlit line or feature keys for quick access to communications • A large five-inch, high-resolution, 320 x 222 pixel graphical grayscale display provide greater detail in both features and applications delivery • High-definition voice (HD voice) support of headset, handset, and full-duplex speakerphone for superior audio performance • Integrated IEEE 10/100 switch ports supports co-location of a PC at the workspace
16
Cisco Unified IP Phone 7906G
The Cisco Unified IP Phone 7906G has the following features: • A 192 x 64 pixel, graphical monochrome LCD display • Hold button that illuminates in red when a call is placed on hold • Unique message waiting indicator (MWI) on the handset for easy recognition • Four dynamic softkeys guide you through call features and functions • Power options, including a choice of Power over Ethernet (PoE), Cisco Inline Power, or local power through an optional power adaptor
17
Cisco Unified IP Phone 7942G
The Cisco Unified IP Phone 7942G has: • Two programmable backlit line/feature keys deliver quick access to communications • A large five-inch, high-resolution, 320 x 222 pixel graphical grayscale display provides greater detail in both features and applications delivery • High-definition voice (HD voice) support of headset, handset, and full-duplex speakerphone for superior audio performance • Integrated IEEE 10/100 switch ports supports co-location of a PC at the workspace
18
CISCO Conference Station 7937
The Cisco Unified IP Conference Station 7937 offers: • Standard business telephony features, including call hold, call transfer, call release, mute, “ad-hoc” and “meet-me” conferencing, park, and pick up • Full-duplex operation, which permits natural, multiparty conversations without clipping or distortion • Integrated keypad, which eliminates the need to receive and place calls on a separate telephone • Three softkeys and menu navigation keys, which guide you through call features and functions • Full 360-degree room coverage, with a powerful, digitally tuned custom speaker and three sensitive microphones that provide uniform coverage of small to midsize conference rooms or offices • Easy installation; configuration with Cisco Unified Communications Manager is simple
• Convenient volume-control buttons
• Support for high-fidelity or wideband audio • An optional external microphone kit that delivers up to 30- x 40-foot room coverage • Support for a third-party lapel microphone kit • Options for PoE or Cisco IP Phone Power Cube 3
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2.0 Solution Description
We recognize that the focus of the proposal is to provide telecommunications services to
the Ministry at the new location. While we are confident that either of our solutions will
meet the basic expressed required, we wanted to use the concept below to further
illustrate the possibilities also available with either of our proposed solutions to network
and operate in a more collaborative integrated communications approach for the
operational benefit of the Ministry and the subsequent satisfaction of the public being
served.
Either proposal will be able to facilitate the growth and expansion in a modular fashion.
Hence the quotations provided deals with fulfilling the basic requirements requested and
where available any other features and application which are provided as „core‟
functionality to the PBX – e.g. auto attendant system-wide voice-messaging.
20
With the solution designed above we will easily be able to integrate into multiple vendors
or carriers networks to ensure that we deliver the most cost efficient value for service. We
will be able to integrate the Ministry‟s PBX to any vendor or service provider providing
other long distance carriers e.g. VOIP to effectively reduce the long distance expenditure
for the Ministry
We welcome the opportunity to discussion the migration path towards utilizing some of
the value generating services highlighted above.
21
3. After-Sale Support Option
Our After-Sales Maintenance & Support packages are based on the preferred commercial
model acceptable by Ministry of Health.
Converge proposes a tailored support plan based on three (3) scenarios and the
desired response time, all of which will be negotiated.
a. An all encompassing recurring fee for replacement of spare parts,
labour training and corrective maintenance for a specified term.
b. A recurring fee for providing preventative and corrective
maintenance services (labour only) – customer will buy for
replacement pasts as and when faults arise.
c. An hourly rate for maintenance and other related services billed on an
as need basis. – customer will buy for replacement pasts as and when
faults arise.
Our after-sales support service process is designed to offer options of communication and
contact to our team during regular business hours and after hours as the scenario dictates.
Our On-line customer management and fault reporting centre accessible via
www.support.convergesolve.com is our preferred medium whereby any of your
employees or agents can sign in and lodge a request, query, fault; or engage in a real-time
“live chat session” with our support team.
Should at the time of lodging your requirement on-line an agent was not available to
communicate in the live chat forum, a notification message is sent via test (SMS) to a
number of agents who will be advised of the urgency and nature of your query and
proceed with the necessary intervention to address your need.
Subsequently, you may reach us via traditional telephone contact (246) 423 3903 or you
can email us as at your assigned Support Manager‟s email address
michael.husbands@convergesolve.com where Mr. Husbands will undertake the
necessary intervention to resolve your service issues.
After-sale support would begin 30 days after the service delivery and sign-off of
completion of installation.
22
The procurement process post contracting averages 6-8 weeks. Our installation and
service commissioning process is estimated at 12 working days
Training of users on system features will be done in phases not exceeding a 30 day
period. Customers are encouraged to make maximum use of the training to optimize the
potential of the system to enhance their operations effectiveness and realize the benefits
anticipated or assumed during the system selection period.
23
4. Summary
Asterisks IP PBX 71,037.85$ 12,000.00$ 2,865.00$
Nortel BCM 450 76,494.55$ 12,000.00$ 2,865.00$
CISCO 137,912.00$ 12,000.00$ 2,865.00$
PRI 1,701.00$
DID 601.25$
Solution Description Sale Price Installation
Monthly
Support Fees
Table 2
Towards our pricing summary we provide the accompanying notes.
1. All prices are quoted in UNITED STATES DOLLARS (USD)
2. Prices include shipping and handling into Barbados
3. The PRI prices quoted are from LIME. We estimated a 24 channel PRI
line at US$71.00 per channel and US$4.63 per DID extension with 130
extensions.
4. All prices assumes free of import duties and taxes
5. We assume the support fee for preventative and corrective maintenance
services, monitoring and reporting. Replacement parts are not included in
the selected option above.
The detailed quotation is as per the supporting data in Appendix 1.
In summary and in light of the current and emerging services available towards
supporting commercial type solutions as per the requirements of Ministry of Health,
Converge Solutions Inc. proposes the innovative and cost effective options of solution to
meet your current and future need of the Ministry.
For referencing purposes please feel free to contact the official at Caribbean Examination
Council (CXC), Bank of Nova Scotia St. Vincent, Cap Maison Hotel – St. Lucia to better
determine our capability and relevance of proposition to serve you telecommunication
needs.
Please feel free to call me at (246) 231 6110 should you need further clarification on
elements of the proposal.
We thank you for the opportunity and look forward to working with you.
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