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[SOLUTION PROVIDER LOGO]
Hall County Board of Health
Request for Proposals
For a
Voice over IP Phone System
Reversion 1
Revised date
06/25/2008
Response by:
[Solution Provider]
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Rev 1. Revised 06/25/2008
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Table of Contents
TABLE OF CONTENTS ................................................................................................................................................. 2
1 INTRODUCTION..................................................................................................................................................... 5
1.1 BACKGROUND AND PURPOSE ................................................................................................................... 5
1.1.1 Company Background .................................................................................................................................. 5
1.1.2 Summary of the Requirement ........................................................................................................................ 5
1.2 RFP TERMS AND CONDITIONS ................................................................................................................... 6
1.2.1 Definition of Terms ....................................................................................................................................... 6
1.2.2 Confidentiality .............................................................................................................................................. 6
1.2.3 Proposal Preparation Costs ......................................................................................................................... 7
1.2.4 Marketing References ................................................................................................................................... 7
1.2.5 Proposal Validity .......................................................................................................................................... 7
1.2.6 Acceptance or Rejection of Submissions....................................................................................................... 7
1.2.7 Contract Negotiation and Execution ............................................................................................................ 7
1.3 RFP AMENDMENTS AND CLARIFICATIONS ............................................................................................ 7
1.3.1 Question Period ............................................................................................................................................ 8
1.3.2 Submission of Questions ............................................................................................................................... 8
1.3.3 Clarifications and Amendments .................................................................................................................... 9
1.4 PROPOSAL SUBMISSION ............................................................................................................................. 9
1.4.1 Submission of Proposals ............................................................................................................................... 9
1.4.2 Date and Hour of Submission ....................................................................................................................... 9
1.4.3 Number of Proposal Copies.......................................................................................................................... 9
1.4.4 Presentations ................................................................................................................................................ 9
1.4.5 HCHD Questions .......................................................................................................................................... 9
1.4.6 Withdrawal ..................................................................................................................................................10
1.4.7 Financial Proposal Instructions ..................................................................................................................10
1.5 EVALUATION CRITERIA ............................................................................................................................10
1.5.1 Evaluation Timeframe .................................................................................................................................10
1.5.2 Review Criteria ............................................................................................................................................10
2 VENDOR INFORMATION ..................................................................................................................................12
2.1 EXECUTIVE OVERVIEW .............................................................................................................................12
2.2 COMPANY BACKGROUND .........................................................................................................................12
2.3 COMPANY STRUCTURE..............................................................................................................................12
2.4 INDUSTRY EXPERIENCE ............................................................................................................................12
2.5 CUSTOMER REFERENCES ..........................................................................................................................12
3 IP TELEPHONY SOLUTION ..............................................................................................................................13
3.1 SYSTEM OVERVIEW ..........................................................................................................................................13
3.2 SOFTWARE RELEASE OF THE PROPOSED SOLUTION ..........................................................................................13
3.3 SYSTEM DESIGN PLATFORM .............................................................................................................................13
3.4 CALL PROCESSING O/S .....................................................................................................................................13
3.5 DATABASE INTEGRITY ......................................................................................................................................13
3.6 DATABASE INFORMATION LOSS........................................................................................................................13
3.7 POWER SUPPLY .................................................................................................................................................14
3.7.1 Power Safeguards ........................................................................................................................................14
3.8 REDUNDANT SYSTEM DESIGN ELEMENTS ..........................................................................................................14
3.9 LOCAL SURVIVABILITY.....................................................................................................................................14
3.9.1 Survivable IPTS Features/Services ..............................................................................................................15
3.10 NETWORK FAILOVER RESILIENCY ....................................................................................................................15
3.11 SECURITY .........................................................................................................................................................15
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3.11.1 Authentication .........................................................................................................................................15
3.11.2 Disruption of Services .............................................................................................................................15
3.11.3 Confidentiality and Privacy (Packet Sniffing) .........................................................................................16
3.11.4 Physical Interfaces ..................................................................................................................................16
3.12 ISDN PRI SERVICES .........................................................................................................................................16
3.13 TRAFFIC HANDLING ..........................................................................................................................................16
3.14 IP STATION QOS ...............................................................................................................................................16
3.15 MULTI-PARTY CONFERENCE CALLS .................................................................................................................16
3.16 VOIP OVERFLOW TRAFFIC ...............................................................................................................................17
3.17 IP TELEPHONES (INCLUDING SOFTPHONES) & AUDIO CONFERENCING UNITS ..................................................17
3.18 ANALOG TELEPHONES ......................................................................................................................................17
3.19 FACSIMILE TERMINAL ......................................................................................................................................18
3.20 MODEM ............................................................................................................................................................18
3.21 POWER FAILURE TRANSFER STATION (PFTS) ..................................................................................................18
3.22 VOICE TERMINAL INSTRUMENTS – REGULATION REQUIREMENTS ....................................................................18
3.23 IP AUDIO CONFERENCING UNIT .......................................................................................................................18
3.24 OTHER IP TELEPHONE INSTRUMENTS ...............................................................................................................19
3.25 ADDITIONAL DESKTOP OPTIONS AND ACCESSORIES ........................................................................................19
3.26 STATION USER FEATURES.................................................................................................................................19
3.27 SYSTEMS MANAGEMENT ..................................................................................................................................21
3.28 SYSTEM / PORT CAPACITY ................................................................................................................................21
3.29 TERMINAL CAPACITY .......................................................................................................................................21
3.30 SUPPORT OF OPEN STANDARDS ........................................................................................................................21
3.31 SECURITY FEATURES ........................................................................................................................................22
3.32 ADMINISTRATION FUNCTIONS ..........................................................................................................................22
3.34 STATIONS..........................................................................................................................................................22
3.35 THRESHOLD ALARMS .......................................................................................................................................22
3.36 VOIP MONITORING ...........................................................................................................................................22
3.37 OPTIONAL REPORTS ..........................................................................................................................................23
3.38 CALL DETAIL RECORDING ................................................................................................................................23
3.39 MAINTENANCE .................................................................................................................................................23
3.40 ALARM CONDITIONS.........................................................................................................................................24
3.41 MAINTENANCE REPORTS ..................................................................................................................................24
3.42 REMOTE MAINTENANCE ...................................................................................................................................24
3.43 PROVISIONING ..................................................................................................................................................24
3.44 Call Recording 24
4 INTEGRATED MESSAGING SYSTEM .............................................................................................................24
4.1 SECURITY FEATURES ........................................................................................................................................25
4.2 VOICE MAIL FEATURES ....................................................................................................................................25
4.2.1 Forwarding ..................................................................................................................................................25
4.2.2 Disconnect Detection ...................................................................................................................................25
4.2.3 Station Dialing.............................................................................................................................................25
4.2.4 Answer Announcement.................................................................................................................................25
4.2.5 DTMF Signaling ..........................................................................................................................................26
4.2.6 Greeting .......................................................................................................................................................26
4.2.7 Trunk Access ................................................................................................................................................26
4.2.8 Distribution Lists .........................................................................................................................................26
4.2.9 Message Forwarding ...................................................................................................................................26
4.2.10 Audit Trail ...............................................................................................................................................26
4.2.11 Message Indication .................................................................................................................................27
4.2.12 Identification Code ..................................................................................................................................27
4.2.13 Message Recovery ...................................................................................................................................27
4.2.14 Message Reply .........................................................................................................................................27
4.2.15 Message Review ......................................................................................................................................27
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4.2.16 User Controls ..........................................................................................................................................27
4.2.17 Other User Features / Controls...............................................................................................................28
4.2.18 System Management Console ..................................................................................................................28
4.2.19 System Changeability ..............................................................................................................................28
4.2.20 AMIS........................................................................................................................................................28
4.2.21 Digital IP Networking .............................................................................................................................28
5 SERVICES ..............................................................................................................................................................29
5.1 MAINTENANCE AND SUPPORT .................................................................................................................29
5.2 WARRANTY AND REPAIR ..........................................................................................................................30
5.3 PROFESSIONAL SERVICES .........................................................................................................................30
5.4 PROJECT MANAGEMENT AND IMPLEMENTATION .............................................................................30
5.5 SUBCONTRACTORS.....................................................................................................................................30
5.6 CUTOVER.......................................................................................................................................................31
5.7 ACCEPTANCE ...............................................................................................................................................31
5.8 TRAINING ......................................................................................................................................................32
5.9 BILLING .........................................................................................................................................................32
5.10 PRICING .........................................................................................................................................................32
5.10.1 Vendor Pricing and Cost Information .....................................................................................................32
5.11 Prefered Service Options .........................................................................................................................34
5.12 Additional Parts and Labor......................................................................................................................36
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1 INTRODUCTION
1.1 BACKGROUND AND PURPOSE
The purpose of this Request for Proposal (“RFP”) is to acquire the services of a qualified
vendor who will provide and install a next-generation IP-based voice solution for Hall
County Health Department.
1.1.1 Company Background
Hall County Board of Health is part of District 2 Public Health which Serves 13 Counties in North
Georgia. District 2 Public Health has 17+ sites in North East Georgia, with 5 of them in the
Gainesville Georgia area. Hall County Board of Health is both a State and County Agency. Under
most circumstances we have to abide by both state and county rules and regulations.
We are looking to eventually convert all of our existing phone systems to a VoIP phone system as
they age or as funds permit. We would like for all of the systems to be the same, for ease of
management and support. Two of the Sites in our District currently have Mitel VoIP Phone systems
so any system that is proposed has to be able to full, and easily integrate with those systems.
A major part of our business deals with Patient information (HIPPA) related material and content.
Thus any provider should have experience with dealing with similar organizations and or HIPPA.
In Hall County there are 3 Main Sites and 2 smaller sites. Two of the main sites (District Office and
Hall County Health Department) share a parking lot, and are linked by 20+ strands of fiber that we
own. The third main site is CWSN (Children with Special Needs) which is approximately 5 miles
away. For a more detailed list of Sites, Sizes, and Locations please see our website, Vendor RFP
section. Posted there should be this RFP, Site location list, and Phone information for the 3
buildings.
Currently we are looking to install/replace the existing Phone system at Hall County Health
Department, District Office, and CWSN.
More information can be found at our web site www.phdistrict2.org.
1.1.2 Summary of the Requirement
HCHD seeks a scalable IP solution that makes best use of today’s leading-edge
technology.
This solution should contain the capabilities for addition of common contact center solutions
such as ACD, IVR, e-Mail, correspondence tracking, WEB Chat etc. solutions. It should be
an integrated, turnkey, common off the Shelf (COTS) solution, which is low in cost and easy
to maintain. There should be minimal customization of the solution in order to fulfill the
business needs of the Client. The system should be easy to administer on a day-to-day
basis by non-technical contact center supervisors and managers.
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The contact center solution should be integrated with a proposed Customer Relationship
Management solution either as part of one product offering, or as a managed solution
collaborating with other service providers. Regardless of the proposed solution, the vendor
should propose a complete managed hosting approach for MCCC and CRM solutions.
The primary solution/s proposed will be located at a state site such as the state data center
hosted, and managed, by the vendor at that state site. We want a solution that we own,
not one that will be hosted offsite.
1.2 RFP TERMS AND CONDITIONS
By responding to this RFP the Supplier signifies agreement with and is bound by the
following Terms and Conditions.
1.2.1 Definition of Terms
Participating vendor: a company that has submitted a proposal in response to this
Request for Proposals (whether or not it is successful).
Proposal: A response to this RFP submitted by a Participating Vendor.
RFP: Request for Proposals.
Supplier: any company or individual that has received a copy of this Request for
Proposals.
1.2.2 Confidentiality
HCHD expects the Supplier to respect the confidentiality of HCHD’s information. As a
result of its participation in relation to this RFP, the Supplier may gain access to information
regarding HCHD business or on the use, development, and acquisition of other services by
HCHD. The Supplier shall treat all information as confidential and shall not use or disclose
the information beyond the intended purpose, being the Supplier’s preparation and
response to this RFP; and shall not disclose the information to any third party, except where
the information exists in the public domain and/or is exempt from protection under
applicable law. Any other distribution, copying or disclosure is strictly prohibited.
If the Supplier is required to release any of the information to a third party for the purposes
of preparing for its proposal, the Supplier is required to solicit at least the same
confidentiality obligations from this third party prior to releasing the information.
Should the Supplier or third party be unable or unwilling to comply with HCHD’s
confidentiality requirements they must return all RFP material received and withdraw from
this RFP process.
HCHD will consider proposals submitted by Suppliers as confidential. All materials
submitted by the Supplier will become the property of HCHD and will not be returned.
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1.2.3 Proposal Preparation Costs
All costs incurred in the preparation and submission of proposals and related
documentation, including participating vendor presentation to HCHD shall be borne by the
participating vendor.
1.2.4 Marketing References
All Suppliers responding to this RFP shall be prohibited from making any reference to
HCHD in any literature, promotional material, brochures, or sales presentations without the
express written consent of HCHD as applicable.
1.2.5 Proposal Validity
Proposals must be valid for 90 days from the Proposal Due Date.
1.2.6 Acceptance or Rejection of Submissions
HCHD is not obligated to accept the lowest cost or any proposal.
HCHD reserves the right to:
reject any or all proposals;
waive technicalities or irregularities;
Issue no contract for any of the services described within this RFP;
Award all services to one vendor;
accept any proposals it determines to be in the corporation's best interest;
Negotiate any or all of the scope and terms of any contract that flows, directly or
indirectly, from this RFP;
Add or remove scope into the contract negotiation process;
Issue contract awards for any combination of services and vendors, either all or part of
the business as HCHD sees fit.
HCHD has no obligation to reveal the basis for contract award or to provide any information
to suppliers regarding the evaluation or negotiation processes.
All participating vendors will be notified promptly of bid acceptance or rejection.
1.2.7 Contract Negotiation and Execution
It is the intent of HCHD that, after the successful vendor has been selected, HCHD and the
selected vendor will enter into contract negotiations containing all terms and conditions of
the proposed service. Any acceptance of a proposal is contingent upon the execution of a
written contract and HCHD shall not be contractually bound to any vendor prior to the
execution of such written contractual agreement.
1.3 RFP AMENDMENTS AND CLARIFICATIONS
All inquiries, questions, and requests for clarification of the contents of the RFP must be in
writing, (email is preferred) and addressed to the HCHD Contact identified in this RFP. It is
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the Supplier’s responsibility to clarify their interpretation of any item in the RFP of which
they are not certain.
1.3.1 Question Period
The deadline for all questions is [INSERT DATE]. No questions submitted after this date
will be answered.
HCHD will answer all questions by [INSERT DATE]. .
1.3.2 Submission of Questions
All inquiries, questions, and requests for clarification of the contents of the RFP must be in
writing, (email is preferred) and addressed to the HCHD Contact identified below.
Questions submitted to other than the specified HCHD Contact will not be answered.
HCHD cannot be responsible for the accuracy of answers, clarifications or other information
received from other than the means described herein.
Multiple questions per RFP section are permitted, however each question must be identified
by the section number of the RFP to which it pertains, and an alphanumeric identifier if
there are multiple questions per RFP section.
A listing of Supplier inquiries (without identifying the source of the inquiry) and HCHD
responses thereto will be published on the HCHD website.
All inquiries must include:
The supplier company's name, address and phone number;
A clear and concise question;
References to specific sections and paragraphs within this RFP.
Questions shall be submitted by e-mail (preferred) or fax, referencing the RFP number on
all correspondence.
For questions regarding this Request for Proposal please contact:
James York
Micro System Support Tech
Hall County Health Department
1280 Athens Street
Gainesville, GA 30507
Telephone: 770-535-6935
Fax: 770-535-5958
Email: jayork@dhr.state.ga.us
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1.3.3 Clarifications and Amendments
Any clarifications or amendments to this Request for Proposals will be published on the
HCHD website. http://www.phdistrict2.org/rfp.htm
1.4 PROPOSAL SUBMISSION
All responses must be submitted to the Contact specified by the Proposal Due Date and
Time.
1.4.1 Submission of Proposals
Proposals must be submitted to:
James York
Micro System Support Tech
Hall County Health Department
1280 Athens Street
Gainesville, GA 30507
Telephone: 770-535-6935
Fax: 770-535-5958
Email: jayork@dhr.state.ga.us
1.4.2 Date and Hour of Submission
Responses must be submitted on or before 2:00 p.m. (local time) on [PROPOSAL DUE
DATE]. Proposals that are late may be rejected.
1.4.3 Number of Proposal Copies
Four(4) original printed version (marked “Original”);
In the event of any discrepancies between the Original printed version and any other
copies, the Original will be assumed to be accurate.
1.4.4 Presentations
HCHD may request Supplier presentations from time to time. HCHD will notify Suppliers if
any presentations are required.
1.4.5 HCHD Questions
HCHD may, at its sole discretion, seek clarification from any or all participating vendors
regarding proposal information and may do so without notification to other responders.
Any and all clarifications required by HCHD shall be sent through the HCHD Contact to the
Supplier.
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The following process shall be employed by HCHD if clarification is required regarding any
Supplier responses:
HCHD will issue questions to any or all Supplier(s) as deemed necessary by HCHD. The
HCHD Contact will issue these questions by e-mail.
The Supplier is to send responses by e-mail to the HCHD Contact by the response due
date and time referenced on the question e-mail. Upon HCHD’s reasonable request, if the
new information provided in response to HCHD’s questions represents significant changes
to the Supplier’s original response, then the Supplier may be asked to re-issue their original
response with the updated information included.
1.4.6 Withdrawal
A Supplier may, without prejudice to itself, modify or withdraw its response by written
request, provided that the request is received by the HCHD Primary Contact prior to the
proposal due date. In the case of an electronically delivered request, a written confirmation
thereof bearing the authorized signature of the Supplier shall be received by the HCHD
contact within three (3) business days of issuance of the request.
Following withdrawal of a response prior to the Due Date, the Supplier may submit a new
response providing delivery is prior to the Due Date.
1.4.7 Financial Proposal Instructions
Pricing shall be provided for all functionality included in the Supplier’s response.
Pricing shall be broken down by each solution element covered in the Supplier’s response.
An overall aggregated price for the entire response with no breakdown shall not be
accepted.
Supplier shall state all assumptions used for pricing.
1.5 EVALUATION CRITERIA
HCHD will evaluate participating vendor proposals on all elements of each response,
including costs, technology, solution’s flexibility and capability, scope of the services
provided, compatibility with HCHD’s environment, and other factors as described below.
1.5.1 Evaluation Timeframe
Evaluation for the responses by HCHD shall not commence before the Due Date.
The evaluation is expected to be complete within 30 days, and a contract is expected to be
awarded within 30 days of the evaluation.
1.5.2 Review Criteria
HCHD will review the information provided in response to this RFP to develop a solution for
HCHD’s Telephony needs. Detailed evaluation criteria will not be shared with Suppliers;
however a high-level overview of important evaluation criteria follows:
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Financial: HCHD will evaluate each of the Supplier responses considering the overall value
(costs and savings) to HCHD to implement a HCHD Voice Telephony solution.
Technical Capability: HCHD will analyze the responses to determine how completely the
solutions proposed meet the requirements as documented in this RFP. Specifically, the
proposed solution will be evaluated in terms of:
Service availability and resiliency;
Scalability, capacity and performance;
Capability
Compatibility with existing infrastructure, systems and processes;
Capability to accommodate a phased implementation;
Delivery / Time to implement and deploy;
Manageability;
Comprehensive security;
Longevity of the proposed service(s);
Service and support;
Product quality.
Innovation: HCHD will value innovative recommendations and proposed solutions for
HCHD telephony technology, especially innovation that allows for cost effective initial
implementations with the flexibility of phased growth based on need or business case
justification. The ability of the solution to leverage HCHD’s existing LAN & WAN
infrastructure to reduce the overall cost of the solution will be important.
Value Add: If the Supplier has services or offerings relevant to HCHD that set them above
other Suppliers, please identify these services and/or offerings (be specific).
Additional Information: HCHD is interested in obtaining the best possible solution. If there
is anything else you would like to add about your company or the requested services,
please do.
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2 VENDOR INFORMATION
2.1 EXECUTIVE OVERVIEW
Provide an executive summary of the system being proposed.
Response:
2.2 COMPANY BACKGROUND
Provide an overview of your company, number of years in business, core solution offering,
and five-year growth and development plans.
Response:
2.3 COMPANY STRUCTURE
Provide your company ownership structure.
Response:
2.4 INDUSTRY EXPERIENCE
Describe your experience with Voice over IP solutions. Include market share, industry
recognition, awards, etc.
Response:
2.5 CUSTOMER REFERENCES
Please submit at least 3 customer references where you have implemented a similar
solution over the past two years including individual contact information. Please include at
least one reference that is similar in scope and size of what is being proposed.
Response:
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3 IP Telephony Solution
3.1 System Overview
Using a simple diagram, illustrate your proposed IP network design.
Response:
3.2 Software Release of the Proposed Solution
Identify the software release for each product/model proposed.
Response:
3.3 System Design Platform
Describe the proposed IP solution’s architecture and design elements.
Response:
3.4 Call Processing O/S
What will be the primary operating system of the common control call processor?
Response:
3.5 Database Integrity
How will the proposed IP solution preserve and protect the customer database between
backups?
Response:
3.6 Database Information Loss
Under what circumstances can customer database information (configuration, messages,
logs, etc.) be lost during backups?
Response:
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3.7 Power Supply
What power sources will be required for common controls as well as those in distributed
areas? Indicate if this solution will be dependent on an AC or DC current.
Response:
3.7.1 Power Safeguards
What safeguards are included in the IP design to protect system operation? What would
happen to system operation during a power failure?
Response:
3.8 Redundant system design elements
Indicate the degree of redundancy, e.g., full duplicated back-up or standby load sharing, for
each of the following common control elements.
tone generators
main system memory
RJ-45 Ethernet uplinks to network
I/O interfaces
DTMF receivers
power supply
primary call processor
call classifiers
customer database memory
registers
Response:
3.9 Local Survivability
The system needs to be redundant in one of two ways. 1. Internally redundant, where all of
the major components have a spare/backup. Example: Mirrored hard drives and dual power
supplies. 2. Second Controller, where a totally separate controller, can pickup and run
everything the primary controller does with minimal interruptions to service. Please define
what interruptions occur when a fail over occurs.
Please explain how your survivability solution meets the above requirements.
Response:
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3.9.1 Survivable IPTS Features/Services
1. What generic software features need to be in place when the survivability solution is
activated?
Response:
2. What station equipment (instruments, soft phones, wireless devices, etc.) is not
supported in standard survivability mode?
Response:
3.10 Network Failover Resiliency
1. Does the proposed IP solution support network failover resiliency in case of a
disastrous common control failure? If so, describe the failover process and specify the
hardware, software, WAN transmission, and time required to carry it out.
Response:
2. Can the proposed IP solution support more than one network failover design? If so,
please explain how, and indicate what elements are necessary to achieve additional
designs.
Response:
3.11 Security
3.11.1 Authentication
Describe how the IP solution’s authentication process prevents: unauthorized access to
common control elements and data resources, and abuse of telephony services (e.g., toll
fraud).
Response:
3.11.2 Disruption of Services
Explain how embedded features in the proposed IP solution will reduce telephony service
disruption due to denial-of-service (DoS) attacks.
Response:
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3.11.3 Confidentiality and Privacy (Packet Sniffing)
Describe how the proposed IP solution’s embedded features will secure communications
privacy. How will the solution counter packet sniffing attempts? Is the Communications
between the Controller and the Phones encrypted?
Response:
3.11.4 Physical Interfaces
Are the network interfaces for the following functions separate: IP administration, control,
and voice transmission signaling?
Response:
3.12 ISDN PRI Services
Do the proposed T-1 trunk circuit interfaces support ISDN PRI capabilities?
Response:
3.13 Traffic Handling
Typically there is about 5% utilization on our network, but it does sometime spike to 80% to
90%. The back bones of our network are typically Gig Fiber connections. A Majority of our
Switches are HP Procurve Series, none are PoE (Power over Ethernet). Explain how the
proposed system’s design supports the stated traffic assumptions.
Response:
3.14 IP Station QoS
How does the proposed IP solution provide Layer 2 and Layer 3 end-to-end quality of
service to IP stations? Which industry standards are employed to guarantee this quality of
service?
Response:
3.15 Multi-Party Conference Calls
Describe how multiple-party add-on conference calls would be handled in the following
situations:
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1. Assisting customer – A customer calls one of our employees needing assistance, but
the employee does not know the answer. Rather than hang up and call the customer
back, the employee needs to be able to conference in another person who does know
the answer.
2. Conference call Small Group – Our Company needs to have a quick meeting with
different employees of a department. Conference calls are usually the easiest way to
accomplish this. Some employees are only available via cell phone, or home phone.
3. Conference call Large Group – How would the system handle a large party conference
call of 30 or more people? Most people would be using outside lines or cell phones to
connect.
Outline any and all hardware and software requirements necessary to support multi-party
add-on conference call requirements. Indicate whether peripheral hardware, e.g.,
conference bridge servers, is required.
Response:
3.16 VoIP Overflow Traffic
If WAN links are unavailable or conditions are unacceptable, will the proposed
communications system support voice traffic overflow across Hall Co. HD locations? Will
overflow traffic revert back to the WAN if conditions become favorable?
Response:
3.17 IP Telephones (including softphones) & Audio Conferencing Units
Describe how all proposed IP telephones are supported by the common control call server.
If direct call control signaling via Ethernet LAN/WAN is not supported, specify all required
intermediary carrier, signaling interface and/or media gateway equipment.
Response:
3.18 Analog Telephones
Explain how the proposed analog telephones are supported by the common control call
telephony service. Specify the required intermediary hardware elements for control
signaling transmission. List the number of circuit terminations per circuit board, media
gateway, and module.
Response:
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3.19 Facsimile Terminal
Describe how facsimile terminals are supported by the common control call telephony
server. Specify the required intermediary hardware elements for control signaling
transmission. List the number of circuit terminations per circuit board, media gateway, and
module.
Response:
3.20 Modem
Explain how modem terminals are supported by the common control call telephony server.
Specify all required intermediary hardware elements for control signaling transmission. List
the number of circuit terminations per circuit board, media gateway, and module.
Response:
3.21 Power Failure Transfer Station (PFTS)
Describe how analog telephone power failure transfer stations (PFTS) are supported by the
common control call telephony server. Specify all required intermediary hardware elements
for control signaling transmission. List the number of circuit terminations per circuit board,
media gateway, and module.
Response:
3.22 Voice Terminal Instruments – Regulation Requirements
Our company intends to keep most of our Fax Machines, and modem lines. As a result, the
proposed communications system must be able to support a mix of analog and IP
communications devices. All single and multi-line IP phones must be comply with section
68.316 of the FCC hearing-aid compatibility standards as well as the 1996
Telecommunication Act. Explain how the proposed telephone equipment meets these
requirements/standards.
Response:
3.23 IP Audio Conferencing Unit
Describe the proposed IP audio conferencing unit and include an illustration of the unit.
Response:
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3.24 Other IP Telephone Instruments
What additional IP desktop telephone models do you offer? Please include the following
details for each:
i. fixed feature and function,
ii. number of programmable line and feature keys,
iii. display description (if applicable),
iv. type of speakerphone (if applicable), and
v. any other critical details.
Include an illustration of each of these additional models.
Response:
3.25 Additional Desktop Options and Accessories
Provide a brief description of all additional desktop options and accessories.
Response:
3.26 Station User Features
Does the proposed communications system support each of the user features listed above?
Specify any features that are not included as part of the standard call-processing software
package.
Identify any of the features listed below that require additional hardware and/or software
because they are not included as part of the standard software package.
1) Add-On Conference (six party or more)
2) Automatic Callback
3) Automatic Intercom
4) Bridged Call Appearance
5) Call Back Last Internal Caller
6) Call Coverage (Programmed)
a. Internal and External Call Programming
b. Time of Day/Day of Week Call Programming
c. ANI/DNIS/CLID Call Programming
d. Internal Caller ID Programming
7) Call Forwarding – All Calls
8) Call Forwarding – Busy/Don’t Answer
9) Call Forwarding – Follow Me
10) Call Forwarding – Off Premises
11) Call Forwarding – Ringing
12) Call Hold
13) Call Park
14) Call Pickup – Individual
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15) Call Pickup – Group
16) Call Transfer
17) Call Waiting
18) Consecutive Speed Dialing
19) Consultation Hold
20) Customer Station Rearrangement
21) Dial by Name
22) Discrete Call Observing
23) Distinctive Ringing
24) Do Not Disturb
25) Elapsed Call Timer
26) Emergency Access to Attendant
27) Executive Access Override
28) Executive Busy Override
29) Facility Busy Indication
30) Group Listening
31) Hands-Free Dialing
32) Hands-Free Answer Intercom
33) Help Information Access
34) Hot Line
35) Incoming Call Display
36) Individual Attendant Access
37) Intercom Dial
38) Last Number Redialed
39) Line Lockout
40) Loudspeaker Paging Access
41) Malicious Call Trace
42) Manual Intercom
43) Manual Originating Line Service
44) Meet-Me Conferencing (six party or more)
45) Message Waiting Activation
46) Multi-Party Assisted Conference with Selective Call Drop
47) Music On Hold
48) Off-Hook Alarm
49) Padlock
50) Paging/Code Call Access
51) Personal Co Line (Private Line)
52) Personal Speed Dialing
53) Personalized Ringing
54) Priority Calling
55) Privacy – Attendant Lockout
56) Privacy – Manual Exclusion
57) Recall Signaling
58) Ringer Cut-Off
59) Ringing Tone Control
60) Save and Redial
61) Secondary Extension Feature Activation
62) Send All Calls
63) Silent Monitoring
64) Step Call
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65) Store/Redial
66) Supervisor/Assistant Calling
67) Supervisor/Assistant Speed Dial
68) Text Messages
69) Timed Queue
70) Trunk Flash
71) Trunk-to-Trunk Connections
72) Whisper Page
Response:
3.27 Systems Management
Describe the proposed management system, including how it will work with HCHD’s areas.
List its hardware and software components. Is the management server and software
available as a bundle, or is Hall Co. HD responsible for providing its own server hardware.
Can the server Hardware be virtual, such as VMware? Please list any third-party
technology, if any, for this solution.
Response:
3.28 System / Port Capacity
List the maximum number of independent IP communications systems that can be
supported by the proposed systems management server. Include the maximum number of
user ports that can be passively and actively supported.
Response:
3.29 Terminal Capacity
What are the maximum number of PC-client terminals that can be configured as part of the
proposed management system?
Response:
3.30 Support of Open Standards
The proposed management system must provide support for open protocols such as SNMP
and LDAP. It should also use open encoding schemes such as XML and HTML. Which
open standards in the proposed management system use to support administration,
maintenance services, and operations? Are any standards being used as protocols or
encoding schemes? Are any being implemented publicly by other vendors?
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Response:
3.31 Security Features
Are there any security features embedded in the proposed management system to prevent
unauthorized access and operation? If so, identify them. Include whether media encryption
is used for command-signaling transmissions and if any DoS and user-authentication
mechanisms are supported for the systems management application.
Response:
3.32 Administration Functions
Would like to be able to administer all of the Phone Systems form one place/console.
Verify that the proposed systems management solution supports the above administrative
features. What, if any, features are not supported?
Response:
3.33 Section Removed
3.34 Stations
Verify that station counters measure and provide reports for the following parameters:
number of calls, number of stations in measurement, number of blocked stations in
measurement, and traffic rating. List any station parameters that are not measured.
Response:
3.35 Threshold Alarms
Confirm that the proposed solution records and reports alarms for: DTMF senders and
receivers, conference bridges, tone receivers, trunk routes, and modern groups.
Response:
3.36 VoIP Monitoring
Describe all available VoIP monitoring records and reports. Are parameters such as jitter,
call delay/latency, and packet loss tracked and reported? If so, can a system administrator
monitor VoIP calls in real time? What, if any, third-party equipment is being proposed?
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3.37 Optional Reports
If available, describe the proposed management system’s directory, inventory, and cabling
reports.
Response:
3.38 Call Detail Recording
Please indicate which of the listed fields are included in your call detail record data.
date
time
call duration
condition code (categorizes information represented in the call record)
trunk access codes
dialed number
calling number
account code
authorization code
facility restriction level for private network calls
transit network selection code (ISDN access code to route calls to a specific inter-
exchange carrier)
ISDN bearer capability calls
call bandwidth
operator system access (ISDN access code to route calls to a specific network
operator)
time in queue
incoming trunk ID
incoming ring interval duration
outgoing trunk ID
Response:
3.39 Maintenance
Do the proposed system maintenance operations support the following: processor status
monitoring; control of power units, fans, and environmental sensors; peripheral monitoring
(voice terminals and trunk circuits); initiation of emergency transfer and control to backup
systems; origin of alarm information; and alarm activation? If applicable, name any other
parameters supported.
Response:
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3.40 Alarm Conditions
Explain how the proposed management system defines major, minor, and warning alarms.
Response:
3.41 Maintenance Reports
What, if any, maintenance alarm reports will be provided by the proposed management
system?
Response:
3.42 Remote Maintenance
How does the solution support remote maintenance operations for customer access and for
an outside maintenance service provider? Specify the following: how the system alerts a
remote service center when an alarm condition occurs; the trunk circuit requirements for
alert transmissions; and security measures to prevent unauthorized access.
Response:
3.43 Provisioning
Describe how each of the proposed solution components should be utilized. List any
functions, systems and/or devices which are not a part of your provisioning interface.
Moving forward, what would you do to ensure that these functions, systems and/or devices
are incorporated?
Response:
3.44 Call Recording
Call Recording, the proposed system needs to have the ability to record calls automatically,
manually, and randomly. How does the proposed system accomplish this goal.
4 Integrated Messaging System
Describe the proposed integrated messaging solution.
Response:
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4.1 Security Features
What security features are included with voice messaging system to prevent abuse and
unauthorized access? Describe how each works to provide this security.
Response:
4.2 Voice Mail Features
4.2.1 Forwarding
Forward Voicemail from a user in one site to a user in another site. Verify that the
proposed solution meets these requirements.
Response:
4.2.2 Disconnect Detection
Does the system immediately disconnect and restore the line to the service the moment a
caller has hung up?
Response:
4.2.3 Station Dialing
Can you access the Directories for just one site or is it possible to access a Global or
different site directory? Does the proposed system enable callers to access, in addition to
the menu, an individual station either through entering the extension number or keying in
the recipient’s last name?
Response:
4.2.4 Answer Announcement
Mailbox Greetings, System announcements and other Mailbox options: Min Length for
messages/greetings/announcements 5 min, Ability to skip thru messages or
announcements, Deleted messages are saved for 14 days before actually being deleted,
but an option to manually delete the message. Please explain how the proposed solution
supports these operations.
Response:
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4.2.5 DTMF Signaling
Is the proposed system capable of generating and receiving standard DTMF tone
signaling?
Response:
4.2.6 Greetings
Greetings for voicemail should be customizable and or automated. There should be a
minimum of 3 different custom greetings that a user can set and use. Voice mails must
have a date stamp. Verify that the proposed solution offers these features.
Response:
4.2.7 Trunk Access
Please verify whether the proposed system will prevent a caller passing through the
attendant to reach an outside line.
Response:
4.2.8 Distribution Lists
Required number of distribution list minimum of 500 list, with 500 people per list. Confirm
that the proposed solution can support these requirements.
Response:
4.2.9 Message Forwarding
Can you forward or send a voice mail or message to a list and an individual? Does the
proposed solution support these requirements?
Response:
4.2.10 Audit Trail
Does the proposed solution keep an audit trail of each call? Can this audit trail be printed
on the administrative console together with daily reports?
Response:
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4.2.11 Message Indication
How does the proposed solution indicate the receipt of voice mail (i.e., a message-waiting
light, altered dial tone, or another way)?
Response:
4.2.12 Identification Code
How will the proposed solution verify a user’s identification? How can users change their
identification codes?
Response:
4.2.13 Message Recovery
How does the proposed solution: reveal the number of new and total messages; and enable
a mailbox user to delete, skip, or save a message?
Response:
4.2.14 Message Reply
How does the proposed solution enable the mailbox owner to respond to a message from
someone within the system?
Response:
4.2.15 Message Review
Will it be possible for a user to either review and edit an announcement or input a
message?
Response:
4.2.16 User Controls
Which of the following functions will the mailbox user be able to control? List any additional
functions in the proposed solution.
play back messages
skip to next message
cancel review
replay message
replay faster or slower
pause
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append information
forward message (to mailbox or list)
create new answer announcement
increase playback volume
Response:
4.2.17 Other User Features / Controls
Response:
4.2.18 System Management Console
What components will be provided to facilitate system management? How will traffic reports
be generated? List what details will be included in each traffic report.
Response:
4.2.19 System Changeability
Will it be possible for the system administrator to add and/or delete mailboxes, change
general recordings and perform other administrative duties while the system is in
operation?
Response:
4.2.20 AMIS
Does the proposed messaging system support AMIS networking standards?
Response:
4.2.21 Digital IP Networking
Does the proposed messaging system support VPIN networking standards? Describe how
the system supports digital networking?
Response:
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5 SERVICES
5.1 MAINTENANCE AND SUPPORT
1. Vendors must provide a copy of their standard contract agreements for procurements,
maintenance, and/or licensing for all proposed products and services.
Response:
2. What maintenance programs are you proposing? Specifically, describe the program,
features, services, and benefits.
Response:
3. Where are support personnel located? What levels of staff are available for support?
Please give brief description of staff levels.
Response:
4. Define your company’s policy regarding major & minor outages, including definition of a
major & minor outage, response time and dispatch procedure.
Response:
5. What is the structure and schedule of escalating unsolved problems to higher support
levels?
Response:
6. Is a toll-free telephone number available for questions? Does your solution provide for
the capability of direct access for answers to questions?
Response:
7. What are the procedures for identifying software and hardware problems? How are
fixes to those problems implemented? Is there an automated process available to
inquire about known problems and obtain their fixes?
Response:
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5.2 WARRANTY AND REPAIR
1. Describe the warranty program including the standard warranty and any extended
warranty coverage available for the proposed solution.
Response:
2. The warranty must cover the replacement or repair of defective product(s) and related
labor for the replacement or repair of said defective product(s).
Response:
5.3 PROFESSIONAL SERVICES
Describe your professional services to implement and support the proposed solution.
Describe any services that further integrate or customize the solution. These services would
be “above and beyond” the normal services provided as part of the standard offerings.
Response:
5.4 PROJECT MANAGEMENT AND IMPLEMENTATION
1. Would you provide a dedicated project manager to work with us?
Response:
2. Describe the methodology your firm will use to plan and manage all business
requirements to implement a successful solution.
Response:
3. How many technical support persons will be dedicated to the installation of your solution
and for how long?
Response:
5.5 SUBCONTRACTORS
1. Disclose the planned use of any subcontractor that will perform twenty percent or more
of the services described in your proposal. In addition, you may choose to identify any
other subcontractor that you believe may add value.
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Response:
2. Provide the name and address of each Named Subcontractor and the work the
subcontractor will be performing.
Response:
3. The supplier will be responsible for the performance of any subcontractors and will not
be relieved by non-performance of any sub-contractors. Supplier shall provide a
summary of qualifications, years of experience, and references for all Named
Subcontractors.
Response:
5.6 CUTOVER
1. Describe the methodology, processes, and procedures for the logical and physical
cutover of the proposed solution.
Response:
2. Describe the methodology, processes and procedures if a VoIP conversion fails.
Response:
3. Describe the change management plan for transition.
Response:
4. Describe the test plan for transitioning over each system.
Response:
5.7 ACCEPTANCE
The acceptance of the VoIP Service is to ensure that capacity and quality have been
provisioned successfully. Describe the methodology, processes and procedures for
acceptance after the transition has been completed.
Response:
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5.8 TRAINING
1. What initial training is necessary for our personnel to support and use your hardware
and software?
Response:
2. Outline methods of training to be provided for our personnel.
Response:
3. Outline training offerings and any associated costs.
Response:
4. Where are the training facilities located?
Response:
5.9 BILLING
Describe your billing processes.
Response:
5.10 PRICING
5.10.1 Vendor Pricing and Cost Information
All costs, inclusive of product prices, shipping, installation charges, manuals, training, etc.
must be fully and plainly disclosed. All prices must remain in effect for 180 days from the
proposal due date. Vendors must itemize all components, products, services, costs, etc.
Include a fixed cost bid that includes all installer travel & per diem.
Vendors must provide prices on all components required. Vendors must also supply
software support charges for one year after normal warranties have expired. Vendors must
specify which of the features are included as a matter of design or are available as an extra
cost.
Response:
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1. Vendors must describe all monthly and/or annual maintenance costs. Vendors must
also indicate what the cost increases, as measured in percent, have been for the past
three years with respect to maintenance charges.
Response:
2. If a variety of maintenance/service programs are available, a description of all options
and respective prices is required.
Response:
3. Any cost reductions for such items as service credit, technical consulting allowances,
waiver of training, or any comparable non-equipment of maintenance credits should be
specifically stated with cost listed item by item.
Response:
4. All discounts must be clearly defined.
Response:
5. Vendors must describe all costs associated with onsite and offsite product training.
Response:
6. Vendor must define the costs associated with obtaining copies of system and user
documentation.
Response:
7. Applicable taxes must be included in vendor pricing for proposal.
Response:
5.11 Prefered Service Options
1. 5 years Warranty on Parts & Labor.
This would include all Parts including voice Mail and UPS Battery Back-UP Unit. Also
All Labor charges to fix or replace any equipment.
2. Free System Software upgrades.
We want free system software upgrades to the system for 5 years.
3. Free moves to new office Location (excluding cabling)
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If we move to another office in 5 Years we want the system moved for free.
4. Move Phones and make program changes like name and ringing assignments
We want all Moves, Adds or Changes to be included for 5 Years such as moving of
Phones, program changes and any other changes due to adding additional equipment.
5. Free Replacement of handset and station cords as needed.
We want free replacement of handset and station cord as needed for 5 years.
6. No Charge for trouble found (or no trouble found) with telephone line service provider.
If we call you out for a dead line or trouble with our phone lines we want you not to
charge us for no trouble found calls or problems that have to report to our carrier and
are not telephone system equipment problems.
7. Priority scheduling for service and adds, moves or changes.
We want to have priority for service calls and adds moves or changes.
8. Two free one hour training sessions per year.
We want to have you come by twice a year and give a 1 hour full training session for
new employee’s and any one else that wants to attend.
9. Refresh Dollars (scheduled allotment for upgrades and add-ons with out increase in
monthly payment)
We want money set a side each month for additional equipment and or upgrades. This
should be included in our monthly payment.
10. Additional free user guildes upon Request
If we lose or need additional user guides we want them to be provided at no cost.
11. Local and Long distance audits and recommendations
Once a year we want you to provide an audit of all our telephone and internet services.
12. Backup and archiving of system databases
We want you to back-up our system programming at each visit to our site.
13. Waiver of labor charges when equipment is added or replaced
When additional equipment is added we will pay for the equipment and all labor to
install and program new equipment will be included.
14. Free remote program changes durring normal buisness hours
We want to call in and request some changes to our system and if they can be done
remotely we do not want to be charged for those change
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5.12 Additional Parts and Labor
1. Parts – We would like a flat rate for any parts or pieces that we might need to complete
the project, pricing to be valid for 6 months. Example: Handsets, Cable for additional
drops, cables, faceplates, etc…
2. Labor – We would like to have a flat rate for any additional work that needs to be done
that is not covered under the scope of this RFP. Example running additional drops
(labor only).
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