Research Proposal Library Management System

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					                                        PIERCE COUNTY LIBRARY SYSTEM

                                        REQUEST FOR PROPOSAL (RFP) for


                                                        TABLE OF CONTENTS

Part 1: Introduction & RFP Timeline.............................................................................................. 1 
Part 2: General Instructions and Conditions; Supporting Documents ............................................ 2 
Part 3: Existing Environment .......................................................................................................... 4 
Part 5: Proposal ............................................................................................................................... 8 
Part 6: Price Proposal .................................................................................................................... 29 
Part 7: References ......................................................................................................................... 31 
Part 8: Declaration ........................................................................................................................ 32 


This Request for Proposal (RFP) documents Pierce County Library System’s (PCLS, or Library)
requirements for a native IP-based voice communications system. The proposed IP
communications system must be able to support all the required call processing, voice
messaging, management and administrative features of this RFP. In addition, the proposed IP
communication system must be capable of meeting anticipated growth without major system
cost. Since this RFP calls for a converged system, it is expected that vendors confirm that the
existing PCLS network infrastructure will support this system or propose any changes to allow
the network infrastructure to meet these capabilities. Proposers should use their knowledge and
experience within the communications industry to recommend a creative solution that will meet
or exceed PCLS’ requirements. The RFP is intended to provide a standard base from which to
evaluate alternatives for communications systems and to allow the vendor flexibility in
proposing the most appropriate and cost-effective system.

                                                       ESTIMATED TIMELINE

           October 19, 2010                                        RFP Announcement
           November 5, 2010, 5 PM                                  Final date for any questions regarding RFP
           November 8, 2010, 5 PM                                  Submissions due at Library
           November 16 – 20, 2010                                  Potential interviews of finalists
           November 24, 2010                                       Projected date to select vendor
           April 1, 2011                                           Projected date for system implementation
           June 1, 2011                                            Targeted date to use new system at the
                                                                   Processing and Administrative Center

More information about the Pierce County Library System, including its history, locations,
services, programs, and budget may be found on our website at

                                                                    Page 1

a)   Submission: To be considered for selection, Proposers must provide SIX (6) copies of their sealed submission
     along with a cover letter and summary. Submission must be addressed as follows:
                  Pierce County Library System
                  Attn: Kerry Nielan, IT Director
                  3005 112th Street East
                  Tacoma WA 98446-2215
                  Sealed Response for: Telephone System
b) Submission Format: All submissions must be in print. Electronic versions may be included along with the
   printed submission. Proposers are recommended to use Microsoft Word or a compatible word processor to edit
   this RFP document with answers to questions and sections. Signatures are required.
c)   Questions about the RFP: Questions about this RFP should be directed to Kerry Nielan, IT Director, by email
     at, Fax (253) 537-4600, or in writing to Pierce County Library System, Attn:
     Kerry Nielan, IT Director, 3005 112th Street East, Tacoma, WA. 98446-2215. In the event that Kerry Nielan is
     unavailable, questions should be directed to Clifford Jo, Director of Finance & IT, at (253) 536-6500
     ( or in writing at the address listed. The Library may delegate someone to answer
     submitted questions or queries. The Library reserves the right to share answers publicly and with other
     Proposers as deemed appropriate and necessary. Questions and answers may be posted periodically on the
     Library’s website at
d) Date of Submission: Sealed responses must be submitted to the Pierce County Library System at 3005 112th
   Street East, Tacoma, WA 98446-2215, no later than 5 PM, November 8, 2010. Submissions received late may
   be deemed not responsive and may not be considered, at the Library’s discretion. The Library reserves the right,
   without penalty, to extend the date of submission and will provide due notice of such date extension, including
   an updated RFP schedule.
e)   Signatures: A corporate official who has been authorized to make such commitments must sign the submission
     (see Declaration in Part 8) in order for the submission to be considered.
f)   Withdrawal or Modification of RFP Submission: The Proposer may, without prejudice to itself, modify or
     withdraw its submission by written request, provided that the submission and any request is received by the
     Library prior to the due date of submission above. Following the withdrawal of its submission the Proposer may
     submit a new response provided it is received by the Library at the address and by the date as shown in the
     above Date of Submission.
g) Modification of RFP: The Library reserves the right, without penalty, to add, remove, modify, or otherwise
   update the RFP, in any way the Library sees fit, provided that such modifications shall be submitted with due
   notice prior to the deadline for submission.
h) Submission Procedures and Forms: All Proposers must comply with the specification and requirements
   within. Proposers may only submit one submission for consideration. Proposers may submit additional
   information with their submission as desired.
i)   RFP Takes Precedence: The contents of the submission and accompanying response of the selected Proposer,
     specifically including those parts that deal with contractual requirements and official published specifications
     may become contractual obligations, and may be made part of the final contract. Failure of the selected
     Proposer to accept these obligations in a purchase agreement, purchase order, delivery, or similar acquisition
     instrument may result in cancellation of the award.
j)   Rejection of Proposals: The Library reserves the right to reject any and all submissions without penalty. Any
     and all submissions may be rejected for any cause. Further, the Library reserves the right to cancel the project
     with or without reason.
k) Award of Contract: The contract shall be awarded to the responsive, responsible Proposer who best meets the
   Library’s need and interests that match requirements in Part 4 and answers in Parts 5, 6, and 7. Only one award

                                                      Page 2
     will be made. The Library reserves the right to waive all technicalities, irregularities and deviations of
     submissions from the RFP, and to be the final judge as to which submission is accepted. Award is anticipated
     no later than thirty (30) days of RFP closing.
l)   Proposer’s Cost to Develop Submission: Costs for developing and presenting submissions in response to this
     RFP are entirely the obligation of the Proposer and shall not be chargeable in any manner to the Library.
m) Contract Negotiation: The finalist will be expected to enter negotiations for pricing and other contractual
   terms. Failure to complete negotiations will result in disqualification of the Proposer. Upon conclusion of
   negotiations, the Library and Proposer may enter into a mutually agreed contractual agreement.
n) Public Disclosure of Award: All proposals will be treated with confidentiality prior to award. After award of
   the submission, the submission will fall under the requirement by Washington State law (Chapter 42.17 RCW)
   that obligates the Library to make the document available for public inspection, if requested.
o) Insurance: The winning Proposer shall provide a current Certificate of Insurance to the Library prior to the
   project’s commencement date. Such Certificate shall include limits for liability, automobile, errors/omissions.
p) Permits: The winning Proposer shall obtain and pay for any permits and licenses required for the performance
   of the work, post all notices required by law, and comply with all laws, ordinances and regulations bearing on
   the conduct of the work, as specified herein. On any work that requires an inspection certificate issued by local
   authorities, National Board of Fire Underwriters, or any other governing body, such inspection certificate(s)
   shall be obtained by and paid for by the Proposer. Proposer shall procure all required certificates of acceptance
   or of completions issued by the state, municipal or other authorities and must deliver these to the PCLS.
q) Damage to Premises: The successful vendor is liable and responsible for any damage to the premises (e.g.,
   floor, walls, etc.) caused by vendor personnel or equipment during installation and is responsible for the
   removal of all project-related debris.
r)   Vendor Responsibility: Unless otherwise stipulated, vendor shall provide, and pay for, all materials, labor,
     tools, equipment, transportation, and other facilities necessary for the performance and completion of the work.
     Vendor shall verify conditions at the building, particularly door openings and passages. Any pieces too bulky
     for existing facilities shall be hoisted and otherwise handled with apparatus as required.
s)   Other Vendors: Proposer understands that a successful contract does not preclude the Library from soliciting
     proposals for other products or services that may assist in the implementation or support of the final system.
t)   Price of hardware, software, installation and maintenance shall not constitute the primary, central, or overriding
     reason for award of contract. After receipt of each proposal and prior to signing any contract, PCLS reserves the
     right to modify the system requirements by adding or deleting specific equipment or optional features and
u) PCLS reserves the right to award a bid to the most qualified and responsible Proposer using objective criteria
   based on a number of factors to be used in the evaluation process.
v) References: The vendor must submit three reference customers. Reference information must include company
   name, contact, telephone number and approximate size of installed system at each reference site. See Part 7

                                           SUPPORTING DOCUMENTS

All Proposers are encouraged to review the following additional documents available on the Web
site at:
    • Telephone System Project Charter (12/15/2009)
    • Telephone System Project Goals and Outcomes (6/18/2010)
    • Telephone System Market Research Summary (7/29/2010)
    • Telephone System Survey Results (7/29/2010)

                                                       Page 3

This section describes the Pierce County Library System’s current environment including the
name and number of locations and the number of handsets anticipated at each.

Current Telephone Systems
The Library currently employs several systems for telephony in its 18 locations. At the
Processing and Administrative Center, the Library uses a 1990s vintage, parts-unavailable,
system. It has one central number that is provided by the State Department of Information
System. The other facilities have installed local Qwest telephone lines, with two separate
numbers per location. The entire system needs to be replaced.

Current WAN and network infrastructure

Location                   Router            Wan Connectivity        Switches
Bonney Lake                Cisco 2801        1 - T1                  Netgear GS748TP
Buckley                    Cisco 2801        1 - T1                  Netgear GS724TP
Dupont                     Cisco 2801        1 - T1                  Netgear GS724TP
Eatonville                 Cisco 2801        1 - T1                  Netgear GS724TP
Graham                     Cisco 2801        1 - T1                  Netgear GS748TP
Gig Harbor                 Cisco 2801        2 - T1                  Netgear GS748TP
Key Center                 Cisco 2801        1 - T1                  Netgear GS724TP
Lakewood                   Cisco 2801        2 - T1                  2-Netgear GS748TP
Milton                     Cisco 2801        1 - T1                  Netgear GS724TP
Orting                     Cisco 2801        1 - T1                  Netgear GS724TP
Processing and             Cisco 7204        1 - DS3/23 T1's         3-Catalyst 3560G
Administrative Center                                                1 -Catalyst 4506
                                                                     2-Catalyst 3548
Parkland/Spanaway          Cisco 2801        2 - T1                  Netgear GS748TP
South Hill                 Cisco 2801        2 - T1                  Netgear GS748TP
Summit                     Cisco 2801        1 - T1                  Netgear GS748TP
Steilacoom                 Cisco 2801        1 - T1                  Netgear GS724TP
Sumner                     Cisco 2801        2 - T1                  Netgear GS748TP
Tillicum                   Cisco 2801        1 - T1                  Netgear GS724TP
University Place           Cisco 2801        2 - T1                  Netgear GS748TP

Connection to the PSTN
Pierce County Library System’s primary connection to the PSTN will be 2 – PRI lines at the
Processing and Administration Center. This will be new service implemented with the new VoIP
System. PCLS will also be implementing a new 4 digit dial plan with 700 new DID numbers.

                                          Page 4

The Library seeks a solution that integrates its communications system with a Voice Over
Internet Protocol integrated voice and data system. All existing telephones should be replaced
with either equivalent new analog or IP phones that support basic telephony features. An
employee should be able to log in anywhere on the network and automatically receive calls
without administrative intervention.

PCLS also requires voice mail for all users and unified messaging for approximately 400 office

Each location should be able to access all the features and functionality available at the main site
and calls should be able to transfer anywhere in the system. System directories, class of service
for telephony capabilities, and trunk group access should apply to all locations.

PCLS is soliciting proposals for an IP based phone and voicemail system that meet or exceed the
specifications listed below:

Key System Requirements:
• IP-based Voice capabilities and Intelligent Network Infrastructure: Integration of voice
   applications with a converged Internet Protocol (IP) solution. Ability to provide highly
   reliable and available switching systems, a wide variety of interfaces to the PSTN and legacy
   TDM equipment, and choice of analog or IP phones for endpoints including users, modems,
   fax machines, conference rooms, etc.
• Voice quality must be toll quality voice. Latency must not exceed 35 milliseconds in one
   direction. QOS must not require infrastructure upgrades. QOS should be provided in a simple
   manner; i.e., a single UDP port rather than requiring network upgrades and separate VLAN’s
   for voice and data.
• Ease of installation and configuration will be important.
• System must be easy to use, learn, and administer.

Call Control System:
• Redundant call control.
• High quality voice with minimal latency.
• Simple communication across WAN connections w/o complete loss of service during WAN
• Configured to support at least 650 users and scalable beyond 650 users.
• SIP compatible.
• PC/Web based management interface.
• PC/Web based user interface.
• Detailed call logging and reporting.
• Music on Hold (with ability to customize per building).
• Telephones capable of providing 1000MB/s pass through 99.999% Reliability.

Voice Mail Servers and Unified Messaging

                                              Page 5
•   Scalable, cost-effective voice messaging solution that supports industry standards for both
    telephone and desktop access.
•   Configured to support at least 1000-users and scalable beyond 1000 users.
•   SIP compatible.
•   Web based management interface.
•   Web based user interface.
•   Integration with Open Directory (LDAP compatible).
•   Integration with Microsoft Exchange e-mail server.

• Capable of providing 1000MB/s pass through.
• 802.3af compliant.
• Ability to support wireless IP phones (including dual mode cellular phones).
• Ability to support dual mode cellular phones.
• IP handsets must use a standard signaling protocol (i.e. MGCP).
• Vendor must supply phone sets with inline power (not local wall outlet) for power fail dial
   tone availability.
• Gateways.
• Ability to connect up to four (4) T-1/PRI digital gateway at multiple sites.
• Provide option cost to connect analog ports for redundancy at each building.

System Administration
• Single point of management from any point on the network for all components including the
   PBX, voicemail, auto attendant, ACD and unified messaging system.
• Maximum flexibility for rapid, efficient, and cost-effective configuration changes to user
   profiles and IP telephone equipment through a standard browser-based interface.

Vendor Experience and Vision
• Evaluation of the vendor's experience in building intelligent network infrastructures and
   implementing Internet technologies.
• The vendor should be committed to supporting open system industry standards, such as
   G.729, 802.1p and 802.1q, MGCP, RTP, TAPI, JTAPI, etc.
• System must support and be certifiable with any switch or router from any vendor.
• Remote serviceability, technical support of the entire PBX system and applications.
• Vendor should provide system project management tool for implementation planning.

Deployment and Training Services
• Provide services to coordinate with current and/or new carrier to provision necessary lines.
• Provide programming services for the Call Control and Voice Mail Messaging Server.
• Provide cost for technical support staff training.
• Provide cost for “train the trainer” training.
• Provide optional installation services for all core hardware.
• Provide optional cost for phone placement and programming.
• Provide optional cost for end-user training.

                                             Page 6
Reliability: Vendor’s system
• Configurable to avoid a single point of failure.
• Allow outbound and inbound calls if the data network is down.
• Must have better than five-9’s reliability.
• Allow phones in remote locations to maintain all features in the event of WAN outage.

Locations and Anticipated Handsets

                                  # Executive         # Standard      # Conference   Portable
Location                           Handsets            Handsets      room handsets   Phones
Bonney Lake                            3                   7                1           2
Buckley                                2                   4               1            1
Dupont                                 2                   4                0           1
Eatonville                             2                   4               1            1
Fife*                                  2                   4                1           1
Graham                                 3                   7                1           2
Gig Harbor                             6                  14                1           3
Key Center                             2                   4                1           1
Lakewood                               6                  14                1           3
Milton                                 2                   4               1            2
Orting                                 2                   4               0            1
Processing and                        60                  50               10
Administrative Center
Parkland/Spanaway                      6                 14                 1             3
South Hill                             6                 14                 1             3
Summit                                 3                  7                 1             2
Steilacoom                             2                  4                 1             1
Sumner                                 6                 14                 1             2
Tillicum                                                  4                 0             1
University Place                       6                 14                 2             3

* The Fife Library is still in design stages, and handsets needed may change.

                                             Page 7

This RFP has been provided in Microsoft Word for the Proposer to use. Responses to the PCLS’
RFP must be in the same format as the original request. All Responses should be stated in the
body of the document following the specific question in the box provided. Supplementary
information may be provided, but precisely referenced in the box and easily found as
attachments. Copies of this RFP may also be obtained at the Pierce County Library System’s
website: at The
document is available in PDF format for convenience. Any modifications to the questions in this
RFP by the Proposer may result in immediate rejection of that proposal.


 1.1    Who manufactures the proposed system?

 1.2    Does the Proposer install the product or use business partners?

 1.3    Does the Proposer maintain the product or use business partners?

 1.4    Does the Proposer maintain a support call-in center for problems?

 1.5    Does the Proposer provide on-site assistance if required?

                                            Page 8
                         2. PROPOSED SYSTEM—GENERAL OVERVIEW

This section is an introduction to, and summary of, the vendor and the system being proposed.
This should be structured so anyone reading only this section has a clear understanding of the
proposed system.

 2.1    Provide a brief description of the proposed system. Include diagrams if desired.

                                            Page 9
2.2 System Architecture

 2.2.1 Provide a brief description and discussion of your system architecture. Describe your
 philosophy on open architecture and your ability to support other vendors’ equipment.

 2.2.2 Provide a diagram of the system architecture (if preferred, provide an attachment, label
 it, and reference it in the box below).

 2.2.3 Describe how the system integrates voice services with the converged Internet Protocol
 network. Include in the discussion the use of standards and support for analog and IP endpoints
 for users, modems, fax machines, etc.

 2.2.4 Can the system support the use of multiple CODECs simultaneously? For example, a
 call originating and terminating within the same LAN segment uses G.711 while another call
 that traverses the WAN uses G.729a.

                                            Page 10
2.2.5 Describe how the proposed system delivers reliability for voice services including
maintaining dial tone during WAN outages, failure of the systems Windows based servers, and
power outages.

2.2.6 Does your system support both IP telephones and IP softphones being located behind a
NAT device? Are IP-to-IP direct calls supported for NAT-translated IP telephones and IP

2.2.7   Describe the vendor’s experience in building and delivering voice over IP solutions.

2.2.8 Describe the systems support for open standards, including support for open standards
for integration with existing voice equipment.

2.2.9   Describe your interoperability with other vendor’s IP and non-IP offerings.

                                            Page 11
 2.2.10 What remote service capabilities are supported by the system and how are they used to
 provide technical support by the vendor?

 2.2.11 Explain how the system will scale to up to 30% additional user capacity and how
 additional sites are added to the system.

 2.2.12 Explain the network requirements for supporting the proposed system to deliver high
 quality voice to both local and remote sites.


3.1 System Software

 3.1.1   Which software package is being proposed? Please provide the release and version?

 3.1.2 Describe all the system software components for call processing and identify the
 platforms where they are hosted in the proposed architecture.

3.2 Hardware Configuration

 3.2.1   What hardware is being proposed? Please provide the model name and number.

                                           Page 12
 3.2.2 Describe the IP call processing hardware platform in detail. Is it based on industry
 standard hardware, or is it proprietary?

 3.2.3 What is the maximum user capacity of the proposed IP communications system?
 Provide a description of how scalability is achieved.

 3.2.4 What is the maximum number of simultaneous conversations supported by the proposed
 system? Are conversations transmitted simplex, duplex, or multiplex? Is the system non-
 blocking for voice calls?

3.3 Network Infrastructure Requirements

 3.3.1 Describe requirements to the data network to support the system including necessary
 infrastructure (LAN/WAN) features and capabilities.

 3.3.2 Describe the requirements of the network and the telephone topography to support the
 system including necessary changes and enhancements.

 3.3.3 Does your proposed intelligent network infrastructure require end-to-end QoS? If not,
 which part of the network requires QoS? In a converged network supporting voice and data,
 how are QoS issues resolved?

                                          Page 13
 3.3.4 Explain how you can provide easy addressing of the IP phones without having to change
 the addressing scheme of the existing IP data network?

 3.3.5 Explain how IP phones that are installed on the IP network are identified and added to
 the system?

 3.3.6 Can IP phones share existing Ethernet ports with data devices, or do the IP phones
 require additional Ethernet ports be added by the customer to support voice?

3.4 PSTN and Legacy Integration Interfaces

 3.4.1   Identify all types of PSTN interfaces or trunks supported by the system.

 3.4.2 If PRI is supported, identify supported protocols and PRI services such as ANI, DNIS,
 Caller ID Name and Number.

 3.4.3 Identify all supported interfaces for integration with existing or legacy telephone
 equipment such as PBX’s, key systems, fax servers, etc.

3.5 System Cabling

 3.5.1 Describe the system cabling including the number of wire pairs of wires or network
 connections required to support the specific hardware configuration, telephones, PSTN
 interfaces, and connections to legacy equipment.

3.6 Station Hardware

3.6.1 Does the system support the following types of user equipment?
EQUIPMENT                                                       YES          NO     OPTIONAL
Analog Telephones (2500 Type)
IP Telephones

                                             Page 14
3.6.1 Does the system support the following types of user equipment?
EQUIPMENT                                                       YES        NO    OPTIONAL
Proprietary Digital Phones
Fax Machines
Cell Phones with WIFI capability
Cordless analog (Indicate megahertz:      )
Cordless IP Telephones (Indicate megahertz:      )
Headsets for IP telephones

3.6.2   List models of IP telephones available with the proposed system.

3.6.3 Please specify the power requirements for each IP telephone and if they require local or
closet power. On power failure, is the telephone disabled or are support services such as
LCD/LED devices disabled?

3.6.4 Does your IP station equipment provide the following features?
FEATURES                                                         YES       NO    OPTIONAL
Audio Volume Adjust
Call Forward Busy
Call Forward No Answer
Call Forward All Calls
Call Hold / Release
Call Park / Pickup
Call Transfer
Call Waiting
Calling Line ID Name and Number
Make / Drop Conference
Last Number Redial
Multiple Calls Per Line Appearance
Call Waiting Caller ID Name and Number
Prime Line Select
Ringer Pitch Adjust
Ringer Volume Adjust
Shared Extensions on Multiple Phones
Single Button Retrieve
Speakerphone Mute

                                           Page 15
 3.6.4 Does your IP station equipment provide the following features?
 FEATURES                                                         YES      NO     OPTIONAL
 Speed Dial (Auto-Dial)

 3.6.5 What per-user configuration is required for each IP phone deployed or redeployed in the

 3.6.6 Can telephones from third parties also be used with the proposed system? State the types
 of third party telephones supported and recommended sources.

 3.6.7 Is the system capable of supporting cellular phones with WiFi capability? State the types
 of third party cellphones supported and recommended sources. Is a phone application required?
 Is that phone application provided?

3.7 System Reliability

 3.7.1 How does the system provide reliability for voice services? Explain how it avoids any
 single point of failure.

 3.7.2 Explain how the system reacts when the routers and hubs fail. Can reliable dial tone and
 call routing be achieved without purchasing redundant network hardware?

3.8 System/Station/User Features

 3.8.1 FEATURES                                                    YES     NO     OPTIONAL
 Answer/Answer Release
 Attendant or Operator Console
 Audio Volume Adjust
 Automatic Attendant
 Auto Echo Cancellation
 Automated Call-by-call Bandwidth Selection
 Automated Phone Installation Configuration
 Automatic Phone Moves
 Admission Control On WAN Usage

                                           Page 16
3.8.1 FEATURES                                                    YES     NO     OPTIONAL
Call forwarding (Off Premise)
Call forwarding (Ring and/or No Answer)
Call forwarding (Self Directed)
Call Hold / Release
Call Park / Pickup
Call Transfer
Call Waiting
Calling Line ID Name and Number
Call waiting Caller ID Name and Number
Conference Calling
Dial by Name Directory
Direct Inward Dialing
Direct Outward Dialing (DOD)
Directory Merge/Transfer
Distinctive Ringing (internal vs. external call)
Distinctive Station Ringing Pitch
Extension Dialing Between Locations
IP-based Integrated Messaging
Last Number Redial
Lowest Cost Trunk Selection
Multi-Station Hunt Groups Spanning Locations
Multiple Calls Per Line Appearance
Multiple Line Appearances
PRI Protocol Support
Ringer Pitch Adjust
Ringer Volume Adjust
Shared Extensions on Multiple Phones
Speakerphone Mute
Speed Dial (Auto-Dial)
Station Monitoring or Busy Lamp Field Across all
TAPI 2.1 Temporary Set Re-Assignment for Traveling Workers
Toll and Nuisance Number (900,976,970,550,540 exchanges)
Tone On Hold
Visual Message Displays (All digital telephones) (name,
extension, etc.)

3.9 Desktop Call Management

3.9.1   Describe the system’s desktop call manager and the call control features supported from

                                           Page 17
 the user’s desktop computer.

 3.9.2 FEATURES                                                                     YES     NO
 Does the desktop call manager application provide directory dialing across all
 locations in the system?
 Does the desktop call manager provide caller history or call log to archive the
 user’s telephone use?
 Does the desktop call manager provide call routing information for delivered
 calls and/or identify how the caller reached the users though the proposed
 Does the desktop call manager provide searching and dialing of the users
 configure contacts from standard desktop personal information managers such as
 Microsoft Outlook?
 Does the desktop call manager provide name match and display when received
 caller ID information matches information in the user’s personal information
 Are the matched names also displayed on the user’s telephone?
 Does the desktop call manager provide speed dialing of the user’s configured
 frequently called numbers?
 Are the configured speed dial entries also available on the user’s telephone?

3.10 “911” Services

 3.10.1 Describe how the system supports 911 Services. If emergency-911 municipal services
 are mandated for commercial systems, is your proposed system in compliance today? What is
 the longest identifiable distance?

3.11 System Administration

 3.11.1 Describe the system administration tool(s) available to provide integrated administration
 of the system across all locations.

 3.11.2 Is the system administration application accessible from any workstation on the LAN

 3.11.3 Is the system administration application accessed through a standard web browser?

                                            Page 18
 3.11.4 Can moves and changes be “batched”, that is can block copy changes be made to a
 number of subscribers or class of service simultaneously?

 3.11.5 Can administration of multiple remote sites be done through a centralized workstation?
 Is there any limit to how many workstations are supported?

 3.11.6 How is security provided to prevent unauthorized access to the administration
 application? Can some administrative users be defined with “view-only” permissions?

 3.11.8 Does the administrative application have on-line help? If yes, describe.

 3.11.9 Does the system include a call management module for tracking system-wide use,
 including incoming and outgoing calls, call duration, cost per call, call destination, and call-
 related management tools? Explain all capabilities.

3.12 System Maintenance and Upgrades

 3.12.1 Explain the back-up procedures for the system configuration and information and how
 the administrator would reload the data if needed to restore a previous configuration.

 3.12.2 How are customers provided future software releases? How are software upgrades

 3.12.3 When system or station software updates are performed, must the system be shut down,
 or can these types of activities take place in an on-line environment?

 3.12.4 During a system upgrade, explain how each component of the system is upgraded
 including estimated total time for upgrade for the proposed system and the estimated time each
 service or component is off-line.

                                            Page 19
3.13 System Monitoring and Diagnostics

 3.13.1 Describe the diagnostic tools available for monitoring and maintaining the system’s

 3.13.2 Does the system support logging of diagnostics events into the Windows 2000 Event

 3.13.3 What remote diagnostics are available? Can administrators see and access any alarms or
 alerts on the system from remote terminals?

 3.13.4 Can the system be configured to notify the administrator of diagnostic events when they
 are remote or away from the system?

 3.13.5 For each of the following system monitoring items listed below, respond with a “Yes” if
 the proposed IP PBX monitoring features can support the feature. If the answer is “Partly Yes”,
 then define exactly what is supported and what is not supported, and when you expect the IP
 PBX to be able to support this feature. If the answer is “No”, then state when you expect the IP
 PBX to be able to support this feature.
 FEATURE                                                   YES        NO            DATE
 Status of all trunking
 Status of all call routing components
 Integrated status of all locations
 Status of individual stations (IP / Analog)
 Call usage reporting
 WAN usage reporting
 IP quality statistics reporting
 Diagnostic events listing or reporting
 Real-time traffic status
 System logging and report generation of all
 Incoming and outgoing calls, including duration cost,
 and associated tracking data.
 Status of all gateway ports

                                            Page 20

4.1 Voice Messaging System Description

 4.1.1 Describe in detail your voice messaging product offering. Include an overview of the
 hardware, software, architecture, and components of the equipment proposed to meet the Pierce
 County Library System’s requirements.

4.2 Voice Mail System Specifications

 4.2.1 How many maximum users are supported by the proposed voice mail system? How are
 additional users added to the system?

 4.2.2 How many ports are proposed to support the Pierce County Library System’s voice mail
 system? If additional ports are required in the future, how are these added? Explain how the
 system scales beyond the number of proposed ports.

 4.2.3 Is the voice mail application centralized at a single site or distributed across the different
 locations in the system?

 4.2.4 Describe WAN use for users at remote locations when voice mail messages are left or
 when they retrieve their messages.

 4.2.5 Describe in detail the voice digitization technique and voice digitization rate used for
 recording users' speech.

 4.2.6 Indicate the capacity limits that can be defined for a particular voice mailbox. Indicate
 whether or not this is configurable by class of service.

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4.2.7   What is the length of the longest message that can be recorded by a caller?

4.2.8   How many messages can be stored in a subscriber's mailbox?

4.2.9 What is the maximum total number of minutes of messages that can be stored in a single
voice mailbox?

4.2.10 What is the maximum total number of message minutes or messages that can be stored
in the system? What is the maximum number of message minutes per user that can be stored in
the system?

4.2.11 How many classes of service can be defined for voice mail permission levels?

4.3 Voice Mail System—System Features

4.3.1 FEATURES                                                    YES       NO        OPTIONAL
Is the voice mail system remotely accessible?
Can the system be accessed from a standard touch-tone phone?
Are other types of client devices supported?
Is AMIS integration included with the proposed system? If not,
what additional costs are required for this component?
Does the voice mail system provide an interface to deliver voice
mail messages into standard desktop email applications to
provide unified messaging?
Is unified messaging included with the proposed system? If not,
what is the additional cost for this component?
Is a desktop application included that provides visual access to
view and manage users’ messages from their PC?
Can system prompts be interrupted by experienced users? In
other words, is there a "fast path" for users? Can system prompts
be repeated?
Does the voice mail system support a "zero out" to the attendant

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4.3.1 FEATURES                                                   YES        NO     OPTIONAL
Is "zero out" configurable by class of service?
Can the "zero out" destination be a station rather than the
If the "zero out" destination is busy, or rings unanswered, will
the call be re-directed?
Can individual users configure their own personal "zero out"
destination for callers separate from the system wide target?
Is personal "zero out" destination for callers configurable by
class of service?
Is AMIS integration included with the proposed system? If not,
what additional costs are required for this component?
Does the system support automatic remote notification and
delivery of voice mail messages to users?
Does the system support sending and receiving messages from
existing or legacy voice mail systems using AMIS?

4.3.2   Describe the impact on the existing email infrastructure to provide unified messaging.

4.3.3 If a caller does not know a particular user's extension number, can they "look up" the
user by "spelling" his/her last name via touchtone input? If yes, explain how the system would
resolve the situation where one name has multiple entries (e.g., "Jones")?

4.4 Voice Mail System—User Features

4.4.1 Can system subscribers conduct the following actions:
FEATURE                                            YES NO                  EXCEPTIONS
Play, pause, backup, jump forward, and replay
Record Responses and reply to voice mail
Record messages, send and mark "urgent" etc.
Forward messages to other users and append them
with their own comments.
Send or forward messages to other users at any
location in the system using extension addressing
Create, edit, and modify their distribution lists.
Obtain user instruction through system prompts.
Record personal greetings. How many different
personal greetings can be recorded and stored?

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 4.4.1 Can system subscribers conduct the following actions:
 FEATURE                                              YES NO                EXCEPTIONS
 Modify their passwords.
 Set business days and hours for alternate greetings.
 Manage voice mail from their personal computer
 or inside their email inbox?
 Access or manage voice mail from a personal
 computer or phone not on the LAN or WAN?
 Identify callers that leave voice mail messages and
 display their name based on caller id information
 that matches contact information in the user’s
 personal information manager?

4.5 Voice Mail System—System Administration

 4.5.1 Is system administration done through a standard web-enabled GUI? If so, which
 browser does the administrative application support?

Describe how system administrator is able to perform the following user administration actions: Add or modify a class of service. State what user permissions or characteristics within a
 class of service can be created or modified. Add, delete, or modify a user’s voice mailbox. Set the maximum length of voice messages.

 4.5.3 Explain how the system administrator would perform a backup and restore on the voice
 messaging system.

 4.5.4 Is the voice mail administration integrated with the administration of users or via a
 separate administration action?

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                                        5. IMPLEMENTATION

5.1 Project Management
It is essential that the installation of the new system be as transparent as possible to users. There
should be no telephone service interruptions, no interim changes in dialing procedures, and no
perceived degradation in the quality of service.

 5.1.1 Project Plan—Provide a complete description of the key activities required for the
 installation of the proposed system.

 5.1.2 Responsibility Matrix and Project Schedule—Provide a master project schedule, along
 with a work responsibility matrix, identifying the tasks the vendor will perform and the tasks
 the PCLS is expected to perform to successfully implement the new system.

5.2 Installation Requirements
•   Responsibility: The selected vendor is solely responsible for the complete turn-key
    engineering of the new telecommunications system and all interconnecting facilities.

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•   Initial Work: Vendor will perform station reviews, database preparation, and original
    program initializations.

5.3 Facility Requirements
•   Proposers must furnish all space, power, and environmental requirements for the proposed
    telephone system and voice messaging equipment.

5.4 Training and Self-Guided Instructions
•   Requirements: The successful Proposer is required to conduct administrator training on the
    Pierce County Library System premises, tailored specifically to the Pierce County Library
    System’s particular requirements.
•   Training: Vendor will provide a training program and training materials for designated
    Pierce County Library System personnel who will create learning guides or train future

 5.4.3 For each product application proposed, provide a detailed description of the systems and
 materials provided that will allow end users to use the system without formal training.

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                                       6. VENDOR SERVICES

6.1 Maintenance and Warranty
•   Agreement: A complete maintenance and warranty agreement must be included as part of
    the Proposer's proposal to support the business between 7a.m.and 6p.m. Monday through
    Friday, and emergency service after hours and on weekends.
•   Warranty: The telephone system and all associated equipment in the proposal must be
    warranted by the Proposer and by the manufacturer to be free of defects in equipment,
    software, and workmanship for a period of at least one year following system cutover.
•   Defective Parts: During the warranty period and any subsequent maintenance agreement,
    any defective components shall be repaired or replaced at no cost to the Pierce County
    Library System.
•   Maintenance Personnel: All system maintenance during the warranty period and under any
    maintenance agreements shall be performed by the successful bidding organization and at no
    additional cost to the Pierce County Library System other than those charges stipulated to
    maintain the warranty.

 6.1.1 For all hardware and application software, state the normal method of applying
 maintenance charges for both system failures and systems requirements. Provide the office
 and/or warehouse location of all maintenance support to be used in support of all proposed
 hardware and application software. State price for maintenance services and details of services

 6.1.2 When providing price information, describe the level of maintenance support you
 provide, stating response times, priorities, and other factors of each support level. Specifically,
 describe maintenance options available to the City, and the prices of each option. Prices of any
 maintenance agreement must include updates to and manual changes as a result of such
 maintenance or system enhancements. All prices must be stated for a one-year period beginning
 at the date of expiration of applicable warranties.

6.2 Logistical Support

 6.2.1 Identify the address(s) of the vendor's local service center(s) and the number of service
 personnel trained on the proposed system.

 6.2.2 Describe any other support levels in the local area available to the Pierce County Library
 for the maintenance of the proposed system.

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6.3 Repair

 6.3.1 Repair Commitment—Include a description of the Proposer's repair commitment from
 time of trouble discovery through the time the trouble is cleared.

 6.3.2 Response Time—Can the Proposer guarantee a response time of no more than 4 hours
 for all major system problems and a maximum of 24 hours Response to other system problems?

 6.3.3    Major/Minor Problems—Describe the definitions of major and minor problems.

 6.3.4 Replacement Time—Explain the amount of time required for full replacement of the
 central operating hardware/software of the system, assuming a suitable site exists for locating
 the replacement components.

 6.3.5 Emergency Installation—How long does it take trained personnel to install and load
 operating system software and database software if a major disaster destroys the call processing
 component (gatekeeper) of the system?

                                        7. ATTACHMENTS

7.1      Provide all pertinent Product and Company Literature

7.2      Provide all network drawings as applicable

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Itemize all charges for individually identifiable components of the proposed IP Communication
system, including all associated installation, programming, and cabling. Include charges for all
components required to connect all applications, all design charges, telco interface charges, and
training charges.

All prices are subject to final selection and negotiation of products, services, options,
warranties, and other costs necessary to successfully implement the most responsive system
to PCLS’ needs.

 ITEM/DESCRIPTION/QTY (add lines as needed)                                         PRICE


 ITEM/DESCRIPTION/QTY (add lines as needed)                                         PRICE


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ITEM/DESCRIPTION/QTY (add lines as needed)      PRICE

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Provide a list of three (3) similar projects your company has provided to clients within the last 3
years. Include names, addresses, and phone numbers of clients for whom work was done, placing
particular emphasis on services provided to libraries or public sector organizations.

Company:                                             Address:



Project Size of System:

Web site link:

Company:                                             Address:



Project Size of System:

Web site link:

Company:                                             Address:



Project Size of System:

Web site link:

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Company Name:

Authorized Representative:



Phone Number:                         Email Address:

Fax Number:                           Website Address:

The undersigned Proposer declares to have read and fully understand the request for
qualifications and agrees to all of the terms, conditions, and provisions contained therein; and
proposes and agrees that if this proposal as submitted is accepted, Proposer will contract to
perform in accordance with the specifications and proposals.

Signature of Authorized Representative                                   Date

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Description: Research Proposal Library Management System document sample