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REVISED
City of PhoenixRequest for Proposal RFP 17-022 (AW)
TELEPHONE SYSTEM AND DATA NETWORK REPLACEMENT
REQUIREMENTS CONTRACT
Response Form
Andria WilliamsFinance Supervisor
REQUEST FOR PROPOSAL RESPONSE FORM
CITY OF PHOENIXProcurement Division251 W. Washington Street 8th FloorPhoenix, AZ 85003Phone: (602) 262-7181
Instructions for Proposals:Proposers should offer the solution that best meets The City of Phoenix’s technical and functional requirements as stated in this RFP. Proposers may submit proposals for the Network Upgrade or the Unified Communications and Contact Center system, or for both. Proposers shall fill out the appropriate sections from the Response Forms to match its proposal.
Proposers may submit multiple or alternative proposals, providing each meets the requirements set forth in this RFP. A separate and complete Response Form must be submitted for each proposal that is based on a different manufacturer and must be submitted under separate cover.
1. See RFP Section III, Paragraph 3.4 for instructions on Submittal Format
2. Submit all information by filling in the requested information in this RFP Response Form
3. All responses to questions must be entered directly on the RFP Response Form – do not use URLs or hyperlinks to web sites or references to attachments
4. To make the proposal review process easier, Proposers must use the Times New Roman and 11-point font type for your response. For ease of application, an MS-Word “style” has been added to this template and is labeled “Response.”
5. Proposals must comply with the page limitations set forth in the RFP. If the Proposer exceeds the page limit, the City’s evaluation team will stop reading upon reaching the page count shown below and will not read anything past that point.
Proposed Section Response Form Section Page Limit Pricing Section
Mandatory Minimum Requirements
3.25 NA NA
Network Upgrade 4.1 50 5.1
UC and Contact Center 4.2 120 5.2
6. Proposers should recognize that the focus of the City’s evaluation will be based on the technical and engineering merits of the solution and the ability of the proposer to execute the implementation plan without marketing language.
7. Proposals must be submitted according to the schedule listed within the RFP document.
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3.25 MANDATORY MINIMUM REQUIREMENTS
3.25.1 Data Network Proposer Requirements
Authorized Installer
_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide Proposer’s level of Manufacturer partnership and evidence of certification.
Reference 1 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 2 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 3 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
3
Reference 4 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 5 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 6 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Manufacturer Requirements
_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4
3.25.2 Unified Communications and Contract Center Proposer Requirements
Authorized Installer
_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide Proposer’s level of Manufacturer partnership and evidence of certification.
Reference 1 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 2 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 3 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 4 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
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E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 5 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Reference 6 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Ports: When Implemented:
Description / Notes:
Manufacturer Requirements
_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
6
3.25.3 Managed Services References for Unified Communications and Contract Center
Complete the additional Customer Reference form below and insert in Section VI Submittal (provided as Attachment 13) as Section 3.25.3 following the reference table provided as Section 3.25.2.
Reference 1 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Endpoints: Dates of Service:
Description / Notes:
Reference 2 - Client Name: State: Reference Type:
Contact Name: Job Title: Phone Number:
E-mail Address: Number of Endpoints: Dates of Service:
Description / Notes:
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4.1 STATEMENT OF WORK - NETWORK UPGRADE
4.1.1. GOALS AND DESIRED OUTCOMES_____ Acknowledges
4.1.2. CURRENT DATA NETWORK ENVIRONMENT_____ Acknowledges
4.1.3. ENTERPRISE DATA NETWORK_____ Acknowledges
4.1.4. ENTERPRISE BUSINESS NETWORK_____ Acknowledges
4.1.5. OUT OF SCOPE _____ Acknowledges
4.1.6. NETWORK UPGRADE_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide an overview of the proposed solution and how it meets the City’s needs as defined. Explain how the solution provides network redundancy and survivability.
2. Describe how the proposed solution will combine the City’s disparate networks into a single homogeneous network. If proposed, include the technical details on how the solution will transition from EIGRP to the proposed network protocol.
3. Provide an overview Visio diagram of the proposed configuration, including details on the associated network connectivity.
4.1.7. NETWORK EQUIPMENT REQUIREMENTS _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.7.1. Common Requirements_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.7.2. Additional Requirements for Core Switches_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide makes and models of the proposed Core Switches and a description of how they will be implemented, including a diagram of the proposed Core and how it connects to the City’s Enterprise Data Center Network.
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4.1.7.3. Additional Requirements for Distribution Switches_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide makes and models of the proposed Distribution Switches and a description of how they will be implemented including a diagram of how the Distribution Layer connects to the proposed Core.
4.1.7.4. Additional Requirements for Access Switch Preference_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide makes and models of the proposed Access Switches and a description of how they will be implemented for each Site Type including Visio diagrams.
4.1.7.5. Access Switch Preference _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.7.6. Additional Requirements for Ruggedized Switches_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a list of the makes and models of the proposed Ruggedized Switches.
4.1.7.7. Branch Office Router Requirements_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide the makes and models of the proposed Branch Office Routers and a description of how they will be implemented, including any limitations in features or functionality when running over 4GLTE.
4.1.7.8. 4GLTE Host Router Requirements_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide the makes and models of the proposed 4GLTE Host Routers and a description of how they will be implemented, including any limitations in features or functionality when running over 4GLTE. Include Visio diagrams of the entire 4GTLE solution from Host Router to Branch Office, including how it connects to the Core.
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4.1.7.9. Ten Gigabit OptionsOption 1
_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications
Option 2
_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications
4.1.7.10. Uninterruptible Power Supplies (UPS)_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications
1. Provide the makes and models of the proposed UPS solution and a description of its capabilities.
4.1.7.11. Power over Long Reach Ethernet (PoLRE) _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide the makes and models of the proposed PoLRE solution and a description of its capabilities.
4.1.7.12. Ethernet Over Copper Extenders_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications
1. Provide the makes and models of the proposed Ethernet Over Copper Extenders and a description of their capabilities.
4.1.7.13. Enterprise Business Network Firewalls_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide the makes and models of the proposed Enterprise Business Network Firewalls and a description of how they will inspect, control and segment traffic between virtual networks, including a Visio diagram of how they connect to the proposed Core.
4.1.8. WARRANTY AND MAINTENANCE_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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4.1.8.1. Core Switch and Firewall Maintenance _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.8.2. Distribution Switch Maintenance_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.8.3. Ruggedized Switch Maintenance _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.8.4. Access Switch and Brand Officer Router Maintenance _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.8.5. UPS Battery Maintenance_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.8.6. Third Party Products _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.8.7. Consultative and Professional Services _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.9. TRAINING_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Will the technical training be provided on-site or as training credits?
4.1.10. PROJECT MANAGEMENT_____ Acknowledges and Complies without exception
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_____ Complies with the following exceptions/clarifications:
Provide a sample for each of the following documents that will be used by to manage the overall project.
1. Project plan and schedule2. Sample Work Breakdown Structure (WBS) 3. Roles & Responsibilities4. Risk management plan5. Communications plan6. Change control process7. Project status reporting requirements
4.1.11. DATA NETWORK IMPLEMENTATION
_____ Acknowledges
4.1.11.1. Design_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a brief description of the proposed Design methodology.
4.1.11.2. Pilot_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.11.3. Site Assessment_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a brief description of the proposed Site Assessment methodology.
4.1.11.4. Pre-Installation Storage, Staging and Testing_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a brief description of the proposed Pre-Installation Storage, Staging and Testing methodology.
4.1.11.5. Production Implementation_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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1. Provide a brief description of the proposed Production Implementation methodology.
4.1.11.6. Site Acceptance_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a brief description of the proposed post-cutover Day 1 Support, including knowledge transfer and troubleshooting.
4.1.11.7. VoIP Network Readiness Assessment_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a brief description of the proposed VoIP Network Readiness Assessment methodology.
4.1.11.8. Deliverables_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.11.9. Final Acceptance_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.11.10. City Resources_____ Acknowledges
4.1.11.11. Proposer Resources_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a brief description of the proposed project resources.
4.1.11.12. Assumptions_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Include a description of all assumptions used to prepare this response.
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4.1.12. PROPOSER REQUIREMENTS AND REFERENCES
4.1.12.1. Company Background
4.1.12.2. Contact Information
Proposer Contact Role E-Mail Address Phone
4.1.12.3. Proposer InformationProvide the following information:
1. Parent company (if applicable):
2. Organizational Type/Structure:
3. State of incorporation:
4. Federal Identification Number:
5. Arizona Business License Number:
6. Size of organization:
7. Licensure/accreditation or other relevant information:
8. Experience:
a) Years company in business:
b) Years firm has represented the equipment manufacturer:
c) Number of systems installed by the proposing office, same model:
d) Other products/manufacturers represented or other key alliances:
e) Number of certified application specialists within a two-hour on-site response time:
4.1.12.4. Manufacturer InformationIf more than one manufacturer is included in the proposed solution, each manufacturer must be identified.
1. Manufacturers name:
2. Headquarters address:
3. General Availability date of this family of systems:
4. General Availability date of this model of system:
5. General Availability date of the proposed level/version of software:
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4.1.12.5. Key Personnel_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.1.13. SUPPLEMENTAL EQUIPMENT AND SERVICES DISCOUNT_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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4.2 STATEMENT OF WORK - UNIFIED COMMUNICATIONS AND CONTACT CENTER
4.2.1. GOALS AND DESIRED OUTCOMES_____ Acknowledges
4.2.2. CURRENT ENVIRONMENT
4.2.2.1. Background_____ Acknowledges
4.2.2.2. Out of Scope_____ Acknowledges
4.2.3. UNIFIED COMMUNICATIONS TECHNICAL REQUIREMENTS
4.2.3.1. General System Design_____ Acknowledges
4.2.3.2. System Architecture_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide an overview of the proposed solution and how it meets the City’s needs. Include a high level description of the core telephony solution.
2. Provide Visio or .pdf diagrams of the proposed configuration, showing all core elements and components, necessary network connectivity, and their location.
3. In addition to the common IP signaling protocols such as SIP, H.323, H.248, and voice compression and encoding standards such as G.711, G.729a, what other protocols does the proposed system support? For example, does your system support wide-band codecs?
4. Describe how SIP (trunking and station) is supported and if you offer a proprietary version of SIP (SIP extensions).
5. Describe how analog devices such as fax machines, and modems are supported, including protocols supported and performance expectations. Does the proposed solution support T.38 for Fax over IP?
6. Provide makes and models of proposed analog gatways.
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7. Describe what happens to calls/transactions in progress during a failover. How is transient and usage data restored/saved?
8. Provide information on how the solution will accommodate the mix of 4-digit (Aviation) and 5-digit (all other City locations) internal / extension dialing.
Complete the following table (expand as necessary):
ComponentRedundant?(Yes / No)
Normal Traffic Load Handling (Standby or Load Balanced)
Backup Type (active/active or hot standby or manual)
Recovery Time (full operation upon failover)
UC call control
UC feature servers
Contact Center
Voice Mail
IVR
Call Recording
4.2.3.3. System Administration_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the tools available to manage and administer the proposed solution, indicating whether access is via an integrated tool or where there are multiple management tools.
2. Describe how the proposed system management tool(s) interface with the Active Directory?
4.2.3.4. Hardware and Software_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
Complete the following Server Matrix
Name each server/appliance/gateway role in the solution, including optional units, and identify whether the hardware is an appliance, proprietary, or is a Commercial Off-The-Shelf (COTS) unit, the model number, what type of operating system it runs on, and whether the customer or the vendor is responsible for OS patches and updates.
Server Name / Function QuantityHardware
ModelProprietary
or COTSOperating
System OS Patches?
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Complete the following Software Matrix
Software Component Description
Original GA Date
Version number / Release
ProposedGA Date of
Release
Next Release
Version #
FCS Date of Next
Release
4.2.3.5. Aastra/Ericsson Integration_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the design, configuration and plan to integrate the proposed system with the Aastra/Ericsson. What hardware and software will be necessary on the Aastra/Ericsson to complete the integration?
2. Describe the approach to changing the call routing from the Aastra/Ericsson to the proposed solution.
4.2.3.6. Dial Tone / SIP Trunks_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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1. Describe how SIP trunks are supported including passing ANI or Caller ID data across the entire solution to peripheral devices, voicemail systems and analog extensions.
2. Provide a list of tested SIP carriers with proven compatibility.
3. Will the system be able to provide outbound ANI identification via the SIP trunks? Can a different ANI be provided on outbound calls to 911 other than the outbound ANI supplied on regular calls (for example, a department number for normal calls, but the user’s DID number on 911 calls)?
4. Describe the approach to changing the call routing from the Aastra/Ericsson to the proposed solution as described in the RFP.
5. Provide makes and models of the proposed Session Border Controllers and describe how they will be implemented.
4.2.3.7. Overhead Paging_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe how the proposed system will interface with the City’s existing overhead paging systems.
2. Describe how overhead paging is implemented in the proposed system using IP and POE technology.
4.2.3.8. Call Detail Reporting (CDR) / Inventory Management Tool_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the proposed CDR/Inventory Management tool.
4.2.3.9. Number and Location Information for E911_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the proposed E911 identification solution.
4.2.3.10. Telephony Features_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. In the instance where a single number must be answered on more than one phone set, such as a hotline number, describe the user experience.
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2. What is the maximum number of appearances for a shared line?
4.2.3.11. Telephone Set Requirements_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide the make, model, and power consumption of the telephone sets proposed in the following table:
Requirement Manufacturer Model Power Draw QTY
Type-1: two line or larger IP set 8,625
Type-2: five line or larger IP set 1,650
Type-3: Smaller IP set - mountable 1,150
Type-4: Wired-base IP conference set 490
Type-5: Wireless-base IP conference set 85
2. Are there any limitations to the number of software only numbers, including right-to-use fees?
3. Are there additional set options for receptionist or operators that allow viewing of multiple lines/status? Are add-on modules or side cars an option? Are separate licenses required? Is there a limit to the number of operators allowed?
4. Describe conferencing devices or solution options to ensure high quality audio for conference rooms and larger boardroom type installations.
5. Is there an online directory accessible from the phone set? Can it include entries from the City’s Active Directory? Can calls be launched from the directory?
6. Can individual call history be accessed and displayed on the phone? What is the maximum individual call history that can be accessed and displayed? Can calls be launched from the call history log?
4.2.3.12. Soft Client Integration to Skype for Business_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe how the solution integrates with hosted Office 365 / Microsoft Skype for Business in Microsoft’s Government Cloud.
2. How do you support the Microsoft Skype for Business as the primary desktop tool for users? Do you use a plug in?
3. What versions of Skype for Business are you compatible with?
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4. Is the integration with Skype for Business licensed separately from the standard user license or is it included in the proposed suite bundle?
5. Describe how the proposed solution will exchange presence information with the Skype for Business?
4.2.3.13. Mobility_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Does your solution work with the Skype for Business mobile client or does it require a proprietary mobile client to support integrated UC calling?
2. Describe how the handoff of calls from desktop to mobile occurs and vice-versa.
3. Describe integration the propose solution and the Office 365 Exchange Online Calendar.
4.2.3.14. Conferencing_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe ad-hoc conferencing features.
2. Describe the meet-me conferencing capabilities included as part of the core telephone system.
3. Describe how the solution integrates with hosted Office 365 / Microsoft Skype for Business and the Exchange Online Calendar for conferencing
4.2.3.15. Music on Hold_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the music on hold system proposed including its integration with the Call Center.
2. Describe how the proposed solution supports multiple music sources. What is the maximum number of sources that can be administered?
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3. How is adding, deleting or changing messages administered? Is role based access supported?
4.2.3.16. Voice Mail / Unified Messaging_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide an overview of the proposed Voice Messaging system. Describe the options that exist for voice mail retention policies and the ability to run automated deletion and message clean-up.
2. What options exist to remove a mailbox from the automated deletion schedule if due to a public disclosure request it is necessary to archive or “freeze” activity on a mailbox?
3. Can the system use time-of-day settings to control when UM messages and notifications are sent, so that the system does not try to contact or message an employee (not on-call) during off-hours?
4. Describe how the systems integrates with the Office 365 Exchange Online Calendar to select greetings or call delivery.
4.2.3.17. Auto Attendant_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the proposed Auto Attendant solution including the connectivity to the proposed UC solution. Is it included as part of the Voice Mail system or is it a separate system?
2. Describe any ability to reuse or import the City’s existing auto-attendants without recreating the menu choices and/or re-recording announcements.
4.2.3.18. Backups and Restore of all Unified Communications Systems_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the system backup and restore process. How often are backups performed? Where are the backup files stored? What is the process to restore?
4.2.4. CONTACT CENTER TECHNICAL REQUIREMENTS
4.2.4.1. System Architecture_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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1. Provide a high-level description of the proposed Contact Center solution. Is the Contact Center part of the core solution or a third party product?
2. How is redundancy accomplished? How does the system behave in a failover scenario?
4.2.4.2. System Administration_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the System Administration tools.
4.2.4.3. Hardware and Software_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
Name each server/appliance/gateway role in the solution, including optional units, and identify whether the hardware is an appliance, proprietary, or is a Commercial Off-The-Shelf (COTS) unit, the model number, what type of operating system it runs on, and whether the customer or the vendor is responsible for OS patches and updates.
Server Name / Function QuantityHardware
ModelProprietary
or COTSOperating
System OS Patches?
Complete the following Software Matrix
Software Component Description
Original GA Date
Version number / Release
ProposedGA Date of
Release
Next Release
Version #
FCS Date of Next
Release
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4.2.4.4. Routing of Calls_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe how the proposed system routes calls.
2. How are pre-recorded announcements provisioned for queue groups? a) Are they internal or external to the system?
b) If internal, what are the capacity limits per message and per system or component?
c) What permissions are required to change the recorded announcements? Are supervisors typically provided this capability?
d) How many callers in queue can be simultaneously connected to the same announcement message?
3. Can the system offer the caller options (such as leaving a message, listening to pre-recorded information, etc.) without removing the caller from the queue?
4. Does the system support call-back queueing? Can this be both immediate (retain place in queue) and scheduled?
5. Can the callers be given auto-attendant style options while in queue without taking the call out of queue or losing its priority? Does this function use voice mail system ports, or is it part of the contact center system?
6. If a call is delivered to an agent not at their desk (call rings with no answer), will the system pull the call back into the queue, with priority? What does the caller hear when this occurs? Does the system busy-out the agent (unavailable mode) or log the agent out of the group?
7. How does the system accommodate changes for time of day, day of week, and holiday routing?
8. Can authorized users make changes “on the fly”? What features changes can be allowed for Supervisors? For Agents?
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4.2.4.5. Multi-Media_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the multi-media functions in the proposed system.
4.2.4.6. Agent Tools_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a description of the proposed Agent desktop.
2. Describe how Skype for Business interacts with the proposed Agent desktop?
3. Describe how are queue statistics displayed? What can the agent view?
4. Describe how Agent desktop triggers (pop-up) by events (such as calls in queue or length of oldest call in queue).
5. Describe how wrap-up codes are forced before the Agent can move to another activity.
4.2.4.7. Supervisor Tools_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Provide a description of the proposed Supervisor desktop.
2. Describe how Skype for Business interacts with the proposed Supervisor desktop.
3. Describe how the Supervisor logs an Agent in and out of a phone from the Supervisor desktop?
4. Describe how a Supervisor moves Agents between queues.
5. Describe how a Supervisor can the send group messages to Agents via the dashboard (marquee) feature?
4.2.4.8. Reports_____ Acknowledges and Complies without exception
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_____ Complies with the following exceptions/clarifications:
1. Describe the proposed Reporting Tool.
2. Describe how custom reports are created.
3. Are specific third party tools, such as Crystal Reports, required to create custom reports? If so, define the tools. Is specific training or knowledge required to operate the custom report tools?
4. Describe the format are reports delivered in.
5. Are dynamic charts/dashboards available? Are they web enabled? Are they available as “web parts” or widgets for embedding in the City web pages
4.2.4.9. Interactive Voice Response (IVR) Requirements_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe integration of the proposed Contact Center with the existing Convergys IVR.
2. Provide a description of the proposed IVR capabilities.
3. Describe standard available APIs for data integration that are provided as part of the solution, including both inbound and outbound call functionality.
4. Describe available tools and interfaces for scripting various IVR functions and expected skill level necessary to utilize these tools.
5. Describe any ability to reuse or import the City’s existing Planning and Development IVR application without re-recording announcements.
4.2.4.10. Call Recording / Quality Monitoring Requirements_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the proposed Call Recording solution, including how it fits into the overall architecture.
2. Describe how the system invokes the required call pause to be PCI DSS compliant.
3. Describe how encryption for call recordings is achieved.
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4.2.4.11. Backup and Restore of all Contact Center Systems_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the system backup and restore process. How often are backups performed? Where are the backup files stored? What is the process to restore?
2. If the system or a component does not utilize its own backup/restore system, is the system compatible with Commvault?
4.2.4.12. Contact Center Licensing Requirements_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. Describe the different licensing models and features included with each agent and supervisory license for your contact solution, including multi-media options.
4.2.5. WARRANTY AND MAINTENANCE
4.2.5.1. Core Unified Communications _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.2. Voicemail_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.3. Contact Center_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.4. Contact Center Recording_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.5. IVR_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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4.2.5.6. E911_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.7. Call Detail Recording_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.8. IP Paging Systems_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.9. Telephones_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.10. Software Assurance _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.11. Third Party Products _____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.5.12. Consultative or Professional Services_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.6. TRAINING_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.7. PROJECT MANAGEMENT_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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Provide a sample for each of the following documents that will be used by to manage the overall project.
1. Project plan and schedule2. Sample Work Breakdown Structure (WBS) 3. Roles & Responsibilities4. Risk management plan5. Communications plan6. Change control process7. Project status reporting requirements
4.2.8. UNIFIED COMMUNICATIONS AND CONTACT CENTER IMPLEMENTATIONS_____ Acknowledges
4.2.8.1. Design_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
1. Provide a brief description of the proposed Design methodology.
4.2.8.2. Pilot_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
4.2.8.3. Data Gathering_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
1. Provide a brief description of the proposed Data Gathering methodology.
4.2.8.4. Pre-Installation Storage, Staging and Testing_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
1. Provide a brief description of the proposed Pre-Installation Storage, Staging and Testing methodology.
4.2.8.5. Production Implementation_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
1. Provide a brief description of the proposed Production Implementation methodology.29
4.2.8.6. Site Acceptance_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
1. Provide a brief description of the proposed post-cutover Day 1 Support, including knowledge transfer and troubleshooting.
4.2.8.7. VoIP Network Readiness Assessment_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
4.2.8.8. Deliverables_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
4.2.8.9. Final Acceptance_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
4.2.8.10. City Resources_____ Acknowledges
4.2.8.11. Proposer Resources_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
1. Provide a brief description of the proposed project resources.
4.2.8.12. Assumptions_____ Acknowledges and Complies without exception
_____ Conditionally Comply with the following exceptions/clarifications:
1. Include a description of all assumptions used to prepare this response.
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4.2.9. MANAGED SERVICES FOR UNIFIED COMMUNICATIONS & CONTACT CENTER
4.2.9.1. Managed Services Activities_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications
1. Describe the proposed managed service offering.
4.2.9.2. Service Level Agreement (SLA)_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
1. What is the standard Service Level Agreement?
2. Should repairs exceed the City’s negotiated time frames, provide an escalation list for the City to use to start the escalation process. Show the levels of technical escalation as well as the levels of management personnel who shall be available to the City on a 7x24-hour basis.
3. Describe how the City of Phoenix will be kept up to date with the latest patches and software releases. Are software upgrades included at no charge during warranty? Are software upgrades installations and bug patches loading (labor) included as part of the managed service offering?
4. Describe your process if hardware has to be replaced. What is the expected interval if hardware has to be replaced? Where are spare components located?
5. Describe the self-diagnosing capabilities of the system including how and in what format alarm notifications are sent.
6. Describe how the telephony system measures usage, call quality, and performance.
4.2.9.3. Qualifications_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
4.2.10. PROPOSER REQUIREMENTS AND REFERENCES
4.2.10.1. Company Background
4.2.10.2. Contact Information
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Proposer Contact Role E-Mail Address Phone
4.2.10.3. Proposer InformationProvide the following information:
1. Parent company (if applicable):
2. Organizational Type/Structure:
3. State of incorporation:
4. Federal Identification Number:
5. Arizona Business License Number:
6. Size of organization:
7. Licensure/accreditation or other relevant information:
8. Experience:
a) Years company in business:
b) Years firm has represented the equipment manufacturer:
c) Number of systems installed by the proposing office, same model:
d) Other products/manufacturers represented or other key alliances:
e) Number of certified application specialists within a two-hour on-site response time:
4.2.10.4. Manufacturer InformationIf more than one manufacturer is included in the proposed solution, each manufacturer must be identified.
1. Manufacturers name:
2. Headquarters address:
3. General Availability date of this family of systems:
4. General Availability date of this model of system:
5. General Availability date of the proposed level/version of software:
4.2.10.5. Key Personnel_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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4.2.11. SUPPLEMENTAL EQUIPMENT AND SERVICES DISCOUNT_____ Acknowledges and Complies without exception
_____ Complies with the following exceptions/clarifications:
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