This Word .doc version of RFI P12-10567 is provided as a courtesy to vendors to assist in responding. In the
event of a discrepancy between the .doc and the .pdf versions of this solicitation document, the .pdf is
considered Multnomah County’s document of record.

                                        MULTNOMAH COUNTY, OREGON
                                REQUEST FOR INFORMATION
Request for Information No:               S12-10567
Request for Information due:              Monday, October 10, 2011
No later than 4:00 P.M.                   LATE PROPOSALS WILL NOT BE CONSIDERED
                             Requests for Information will not be publicly opened.


The first phase of this Network Convergence project is to replace the current voice communications system with a
Voice over Internet Protocol (VoIP)-based system. The purpose of this Request for Information (RFI) is to gather
information about the various VoIP systems currently available. The information gathered will enable the County to
assess whether migration from its current system to a new system is warranted at this time.

The County will review the written responses to this RFI, and may elect to invite Respondents to give oral
presentations to a review committee. The County may use the information gathered during this process in the
development of a Request for Proposal (RFP). The County is seeking responses primarily from system
manufacturers, although VARs are encouraged to respond directly as well.

In addition to the information specifically requested, Respondents are encouraged to provide any additional
information about their system that may help the County better understand the system’s capabilities and real-world
applications for their technology.


Multnomah County predominately utilizes various Nortel TDM PBX systems throughout the County, but has already
deployed several sites with IP Telephony. We are asking vendors to provide information about their IP Telephony
platforms, end points, solutions and services along with their estimated costs. The County is in the midst of
collecting the information and, at its sole discretion, may invite select vendors to further assist the County's IT
Department by providing product demonstrations or informational interviews that may be viewed by other County
staff, to include management and end-users.

The High-Level summary of the County’s current Voice platform is:
   ● Voice services
           ○ 100 locations
           ○ 6800 phones (includes: Analog devices; modems, paging, elevators)
           ○ VoIP phones
   ● Voice mail
           ○ Auto Attendants – approximately 300
           ○ Voice messaging – 3570 voice mail boxes

    ●   Integrated voice mail with email (Desktop messaging)
            ○ Reporting – ad hoc and scheduled

    ●   Call Center Services
            ○ Basic ACD
                     Reporting
            ○ Enhanced ACD with Skills based routing
                     Reporting
            ○ Desktop agent displays – 350 Agents
                ○        Supervisor real-time displays – 50 Supervisors
    ●   IP Video conferencing (Tandberg)
    ●   Enterprise dialing
                       5-digit dialing between all County locations
                       Least Cost routing


Multnomah County is soliciting RFI submissions that outline system features, end points (phones), Unified
Communication solutions, communication software applications, costs for implementing, customizing, and
maintaining the proposed solution.

Each submission must address the following in detail:

    A. Company Background
          1. Respondents shall provide the name, email address and telephone number for the person the
             County should contact regarding the company’s response to this RFI.
          2. Describe the firm’s lines of business, vertical markets served, geographic markets served, the firm’s
             size in terms of number of employees and annual revenue, and provide proof of the firm’s financial
          3. Describe the firm’s corporate strategy for delivering open systems and UC applications to the
          4. Describe the company’s UC product line.
          5. Describe the nature and length of any partnerships/agreements the firm has with other equipment
             and service providers
          6. Describe the firm’s “go to market” strategy (e.g. direct vs. resellers) and, if systems are sold through
             resellers, identify three resellers in the Portland area that are in good standing with the
          7. Provide at least one (1) case study for a completed implementation of similar size and scope to the
             County’s. The case study should include a description of the client’s environment prior to
             implementation, the system configuration provided by the Respondent, a list of features and
             applications included in the configuration, the total cost of the system provided by the Respondent,
             and the schedule for implementation.

    B. System Architecture
           1. Describe all of the hardware and software components of the Respondent’s communications
              system, including all system components (e.g. call server, signaling server, gateways, etc.) the main
              Data Center and at a County Office.
           2. Include a system-level diagram showing how the components are integrated.
              a. Clearly identify any proprietary components.
              b. What components, if any, must be provided by the County?
           3. Describe redundancy and failover capabilities
           4. Describe how the Respondent’s solution will scale to accommodate future growth.
           5. Describe licensing structure for all components of the Respondent’s solution.
           6. Does the Respondent offer a trade-in program for the old equipment that would offer the County a
              discount on the purchase of new equipment?

    C. System Capability
           1. Provide a list of all available features of the system. Clearly identify which features are supported
              through SIP.
           2. E911 – Currently, when “911” is dialed from a County phone, the call is routed to the County Public
              Safety Answering Point’s (PSAP) on the voice communications system.
              a. What role, if any, will the County have in establishing and maintaining E911 service for each of
                    its locations?
              b. How does system support identification of call origination?
           3. Contact Center – The County currently has multiple independently operated inbound Automatic Call
              Distributor (ACD)-based call centers.
              a. Describe the licensing structure of the solution.
              b. Provide a description of the Contact Center reporting capabilities; both real time and historical
                    and how those reports can be accessed by managers and users?
              c. List and describe the architecture and core features included in the Respondent’s Contact
                    Center solution including, but not limited to the following:
                 i.       Does the Contact Center solution support SIP endpoints? SIP trunks?
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                  ii.    What factors/criteria can be used to control call routing (e.g. voice response, touch tone
                         entry by caller, ANI, agent skill sets, DNIS, etc.)?
                iii.     Does the ACD system support voice recognition as well as touch tone entry of information
                         for call routing purposes?
             d. Is the ACD functionality integral to the telephony server or is it a separate application on a
                     separate server, external to the telephony server?
             e. Can the Respondent’s Contact Center solution be integrated with a Customer Relationship
                     Management (CRM) system? If so, which CRM systems?
             f. Can the Respondent’s Contact Center solution be integrated with an Enterprise Resource
                     Planning (ERP) system? If so, which ERP systems?
             g. Does the system support:
                  i.     Computer Telephony Integration (CTI)? If so, describe how CTI would be accomplished to
                         enable screen pops based on caller ID information pulled from an Oracle database.
                 ii.     Screen-pop integration with CRM/ERP?
                iii.     Click-to-dial integration with CRM/ERP?
                iv.      Call recording integration with CRM/ERP?
          4. Auto Attendant (AA) – The County currently has more than 100 auto attendants configured in the
             Nortel system; most are multi-level (nested).
             a. Is the AA functionality part of the Contact Center or integral to the telephony system?
             b. What is the maximum number of independent auto attendant trees supported by the system?
          5. Integrated Voice Response (IVR) –
             a. Is IVR functionality integral to the Contact Center solution?
          6. Voice Messaging (VM) – The County currently utilizes a single Nortel Call Pilot system with more
             than 4,000 active voice messaging mailboxes.
             a. Describe the architecture of the Respondent’s VM system, including hardware and software
             b. Describe the licensing structure for the VM solution.
          7. Unified Messaging (UM) – The County defines “UM” as a suite of software solutions that enable a
             variety of messaging functions (e.g. voice mail, fax retrieval, text-to-speech playback, delivery of a
             voice message to an email inbox, etc.).
             a. Describe the architecture of the Respondent’s UM system, including hardware and software
             b. Describe the licensing structure of the solution.
             c. Describe how or if the solution integrates with the Google Apps email, VM and fax messaging
                     systems. Clearly identify which email, voice messaging and fax systems can be integrated
                     under the Respondent’s UM umbrella.
          8. Endpoint devices
             a. Provide a Product data sheet (or equivalent information) for each supported desktop telephones,
                     wireless handsets and soft clients
             b. How are analog devices, including modems, fax machines and telephones supported on the
                     recommended system? Is there a maximum number of analog devices that can be supported?
          9. Call accounting – Currently the County’s only utilizes the basic CAS for processing and invoice
             generation, but the County is interested in more advanced solutions that address the following:
             a. What levels of details are provided with the CDR reports?
             b. Can end users access CDR reports?
             c. In what formats can the CDRs be saved?
             d. With what applications can the solution be integrated?
             e. Describe other available Telecom Management modules?
    D. UC Applications for Future Deployment
          1. Collaboration – The County defines “Collaboration” as software that facilitates information sharing,
             and voice and video conferencing among work groups. The County currently owns a 64 port, Nortel
             MiRAN audio conference bridge and buys services from Telco Carriers to support larger
             a. Describe the architecture of the Respondent’s Collaboration solution, including hardware and
                     software required.
             b. Describe the licensing structure of the solution.
             c. Describe the solution’s audio conferencing features including, but not limited to the following:
                  i.     Describe how an authorized user would hold an ad-hoc audio conference.
                 ii.     Describe how an authorized user would schedule an audio conference.
             d. Describe the solution’s web conferencing features.

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               Presence – The County defines “Presence” as the ability to proactively verify someone’s availability
               prior to initiating contact.
               a. Describe the architecture of the Respondent’s Presence solution, including hardware and
                      software required.
               b. Describe the licensing structure of the solution.
               c. Can the Respondent’s Presence solution be integrated with the Google Apps email solution?
           3. Mobility – The County defines “Mobility” as the ability of user to work seamlessly whether in or out of
               the office using the handheld or desktop device of their choosing.
               a. Describe the architecture of the Respondent’s Mobility solution, including hardware and software
               b. Describe the licensing structure of the solution.
               c. Can the Mobility solution enable seamless handoff and pickup of calls between wired telephony
                      networks, in-building wireless networks, and mobile communications devices and networks?
               d. Explain how the solution supports single number portability (i.e. being reachable through one
                      number and able to place calls using the same number – no matter what the location).
           4. Teleworking – The County defines Teleworking as the ability to work from a location that is remote
               from a user’s primary office, but still have all of the communications functionality that the user would
               have if in the primary office.
               a. Describe the architecture for teleworking across the Internet, including all hardware and software
               b. Describe the licensing structure of the solution.
               c. How does the solution securely extend corporate voice services to a teleworker who might be
                      working from home or a County Office?
           5. Unified Communications (UC) – The County defines UC as a presence-enabled system that
               integrates voice, e-mail, chat and instant messaging.
               a. Describe the architecture for the UC solution, including all hardware and software components.
               b. Describe the licensing structure of the solution.
               c. Describe the key features of the IM solution, including but not limited to the following:
                   i.     Multi-user chatting support.
                  ii.     The ability to “push” files or documents to other users.
                 iii.     Coordinating with other modes of communication.
                 iv.      Providing secure chat logs, including their location.
                  v.      Does the IM solution require a third-party application?
    E. Security
           1. Describe how the Respondent’s system will authenticate users.
           2. How will the Respondent’s system manage the interface between the County’s internal network and
               the outside world to enable mobility and other features, while ensuring that no unauthorized user is
               able to gain access?
           3. How will the Respondent’s system integrate with existing network security devices such as the
               County’s firewall and proxy servers?
           4. What method of encryption is used by the Respondent’s system? What information is encrypted?
               With which government security guidelines does the Respondent’s system comply?
    F. Implementation
           1. How could the County implement a new system in phases without disrupting service and maintaining
               interoperability with the existing Nortel system?
    G. System Administration
           1. What Administration tools are available?
           2. What Self-Service options are available for customers?
           3. What recommended VoIP and Network Monitoring tools are available?
           4. What reporting tools are available
    H. Service and Support
           1. Describe the system’s warranty options.
           2. Describe the Respondent’s support organization’s structure, specifically noting their presence in
               Multnomah County, the Respondent’s ability to provide on-site techs within the County and the
               Respondent’s ability to support the County Offices.
           3. Describe the software and system upgrade approach, frequency and cost, including the approximate
               number of software upgrades and patches released each year and any impact they have on the
               availability of the system.
           4. Describe the process for completing moves, adds, changes, including response times.
           5. Describe the spare parts strategy.
               a. The availability of parts locally?
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              6.   Describe how the solution supports system and user provisioning, including:
                   a. Single point provisioning.
                   b. Integration with Microsoft Active Directory.
                   c. Which AD schema versions are supported?
                   d. Are multiple domains supported?
                   e. Is LDAP Data Interchange Format supported?
                   f. Discuss system interoperability with other commercial, off-the-shelf system management
                      platforms. This includes the ability to generate intelligent trap messages that can be forwarded
                      to other event management systems installed in the work, send to email, pager gateways, etc.
              7.   Describe the System and End user Training resources available:
                   a. Online resources, training tools, DVD’s, etc.
                   b. Local training sites/classrooms and type of classes
                   c. Onsite training options for System Administrators and End-Users


You may include brochures and literature for any of the components of your proposed solution as

Include in your response to this RFI:
    ●    Respondents are required to use the RFI electronic copy provided as the basis for response. This RFI
         reflects an outline format with a short-answer questionnaire format. It is mandatory that this format be
         followed exactly and completely as it appears.

              ○    The Respondent’s response must provide a clear demark between the RFI text and their response
                   (e.g., Respondent response may be in italics, color, bold and/or indented, etc.).

    ●    A detailed description of the existing features and functionality of the proposed solution, including
         administration, reporting and optional features

    ●    A description of warranties for your proposed solution

    ●    Include 3 references from other organizations or businesses of approximately our size that have used a
         similar solution. Include the following information:
             ○ Name, position, organization, contact information (phone number, email address, etc.)
             ○ Description of solution deployed
             ○ Narrative describing outcome
             ○ The actual implementation timeframe as well as the originally proposed schedule

    ●    Do you currently have the proposed solution implemented at any government agencies? If so, is your
         proposed solution available under any existing government contracts (contracts with cooperative purchase
         language included)?

Multnomah County in no way implies or guarantees any purchase of potential solutions submitted in response to this
RFI. Multnomah County reserves the right to use the information obtained through this Request for Information if it is
in the best interest of the County to issue a competitive procurement in the future. Multnomah County, at its sole
discretion, may request product demonstrations from any or all qualified respondents.

If you have questions regarding this RFI, please email them to or by phone at 503-
988-5111 ext. 24986.

Due date for responses is Monday, October 10, 2011, no later than 4:00 P.M. Responses to this Request for
Information should be submitted in a sealed envelope, marked with the RFI number and the name and
address of the proposer. Please submit one (1) original and five (5) copies of your response. Send or
deliver responses to: Multnomah County Purchasing, 501 SE Hawthorne Blvd. Suite 400, Portland, OR
97214. Phone (503) 988-5111.

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