City of Waupaca

***Request for Proposal***

City VoIP Phone System

September 2018

111 S. Main Street

Waupaca, WI 54981

715.258.4405

jwerner@cityofwaupaca.org

The City of Waupaca is seeking proposals to replace our current phone systems with a

new VoIP phone system that meets our current and future needs. We are seeking

proposals from qualified area phone system vendors.

Timeline – Subject to Change

Thursday, September 20, 2018 – RFP Released

Thursday, October 25, 2018 – Proposals Due by 4:00pm

Week of October 29th – Internal review of proposals by staff work committee

Week of November 5th – Possible follow-up with vendors with questions or

clarification in support of staff review of proposals.

October/November/December 2018 – City Hall/Library building re-wired with

Cat6 cabling to be ready to transition to a VoIP phone system

Monday, November 12, 2018 – Top vendors most closely meeting proposal

criteria invited on site to meet with staff committee to answer questions, provide

a demo of phone system and hardware. To respect staff time all vendors will

need to be available on this date to meet.

December 4th, 2018 or December 18th, 2018 – Receive approval of

recommended vendor from Waupaca City Council

January 2019 – Start work to transition to new phone system.

By March 31, 2019 (or other date mutually agreed upon) – Phone system installed

and fully operational.

Site Visit

If a vendor desires a site visit to help aid in the proposal process or needs specific

information related to our current phone system/usage please contact Joshua Werner

jwerner@cityofwaupaca.org.

Background/Current Setup Summary

The City of Waupaca has three main facilities supported by phone systems. These include City

Hall/Library (111 S. Main Street); Police Department (124 S. Washington Street) and Recreation

Center (407 School Street).

City Hall

The City Hall/Library and Police Department are on a Vertical Wave IP2500 digital phone system.

One server is located at City Hall/Library with all stations in this building connected to this server.

Phone service is provided through Spectrum Fiber at City Hall with 100 DID’s associated with

multiple lines and auto attendants. Work is planned this fall to rewire all data cabling in the City

Hall/Library to Cat6 with enough data ports in all desired areas in preparation of transitioning to

a new phone system. The other two facilities have been remodeled since 2002 and are

currently cabled with Cat5e cabling and set to go with the transition.

There are currently 40 phones in this building; three faxes; one alarm system and a PA system

connected to the City Hall-Library server.

Police Department

The second Vertical Wave server is located at the Police Department with all phones directly

connected to that server. The Police Department has nine comrex lines from AT&T connected

to their Vertical Wave system in addition to DID’s from the City Hall-Library server associated with

lines on the Police Department system. The two servers connect to each other through IP call

routing; physically with a full-duplex (approx. 1.2gbps) fixed wireless connection.

There are currently 18 phones and two fax lines connected to this system.

Recreation Center

The Recreation Center currently has a “home built” VoIP system with Grandstream (Elastix

branded) IP phones connected to an Elastix (open source) virtual phone server. The Recreation

Center is on this system as it was an inexpensive method to replace a failing Nortel phone system

while allowing us an opportunity to utilize and test an open source phone system in support of

this current project. The Recreation Center’s phone system is completely separate from the City

Hall/Library and Police Department systems. The goal is to have the Recreation Center on the

same phone system as the other city facilities. The Recreation Center has 6 AT&T comrex lines

connected to the phone system. These lines will be ported to the Spectrum connection at City

Hall when we transition to a new phone system. The recreation center connects to City Hall with

a full duplex fixed wireless link with a capacity of 1gbps.

There are currently 9 phones on this system; one fax machine and the system interfaces with a

building paging system.

The Project

The City of Waupaca plans to replace our current phone systems with a new VoIP

phone system. We are open to considering a cloud based system as part of this

process but feel an on premise system might best fit our needs. Vendors should submit

quotes for both options (if available) for comparison and consideration.

The city has identified a staff work group who is working through the process to review

and recommend a vendor/phone system for council consideration.

The new phone system will serve the three identified facilitates (City Hall/Library, Police

Department and Recreation Center) and shall have the ability to merge/incorporate

into a future proposed public works facility with mid-2020’s anticipated construction. It

is too soon to tell at this time how this future facility will connect to city hall whether it’s

fixed wireless, fiber or a site-to-site VPN over the internet. Between 10-15 phones and

one fax would be a reasonable estimate for this facility. At this time we are not seeking

pricing for this facility but rather the assurance that your proposed system have the

flexibility and expandability to support the addition of the facility.

Scope of Project

City Responsibilities –

Ensure adequate wiring and jacks for placement of phone at each requested

location

Work with Spectrum/AT&T to port AT&T comrex phones lines from the Recreation

Center to the Spectrum fiber connection at City Hall

Install needed network switches.

Shared Responsibilities –

Vendor and City IT staff to work together to identify and solve any network

configuration issues that might arise to allow the new VoIP system to operate in

an optimal manner.

Vendor and City IT staff work together to configure and place phones at each

location.

Work with City IT department for setup of phone system server within our Hyper-V

environment

Vendor Responsibilities –

Provide all needed phones and accessories for the phone system.

Provide and configure all needed equipment to interface all identified external

phone lines, faxes, PA systems and alarm systems.

Provide system administration training to City IT staff

Provide two general user training sessions on phone and system usage

Provide implementation plan and timeline for the process to setup the new

phone system

Rectify any issues identified upon switchover to new phone system to perform as

required.

Scope, Quality of Work and Guarantee

The successful vendor shall furnish all labor, materials, software and equipment

necessary to perform and complete the work sought through this quote request. All

work shall be done in a professional manner by technicians and others skilled in their

respective trades. Work shall be completed within the time specified, causes beyond

the reasonable control of the vendor excepted. The successful vendor must repair or

replace, at its expenses, any equipment or materials found to be defective within one

(1) year from the date of system acceptance. Please ensure that you list the warranty

periods and any conditions for 1) hardware, 2) software and 3) peripherals.

Compliance with Laws and Permits

The successful vendor shall comply with all rules, regulations, ordinances, codes and

laws relating to the work.

Quotes to Include All Costs

Quotes must include all costs incidental to the successful implementation of the

system(s). Price quotes shall be valid for 90 days after submission date.

Insurance

The successful vendor will have the responsibility to insure that they carry a minimum

$1,000,000 liability insurance policy and the minimum required by the state of Wisconsin

for Workers Compensation insurance. The vendor must provide these certificates of

insurance to the City if requested.

Project Requirements & Specifications

The new phone system server software shall run as a virtual server in a Hyper-V

environment located in the City Hall/Library building. All phones on the system;

regardless of which facility they are located in shall connect to this server*. All phones

shall be powered by PoE.

*This may not be required for our future public works facility as details about that facility are unknown at this time.

Instructions: below are features required in a phone system to meet specifications for

this project. Please signify that the proposed system meets each of these requirement

and provide any needed comments.

Required Features Yes/No - Comments

Ability to connect phones to the system from

remote/off-site locations

Ability to create unlimited hunt groups; auto

attendants; and pickup groups

Ability to record calls by hitting a single button

Ability to route DID’s to specific phones, auto

attendants, hunt groups and pickup groups

Ability to support our future public works facility (or any

other future off-site facilities).

After Hours Attendant / ability to schedule

All phones shall have speakerphone capability

Call Park/Transfer and Forwarding

Call Pick-up/Call on Hold – to be answered from any

phone

Caller ID Display for all internal calls and all incoming

external calls where caller ID data is available.

Capability to handle a minimum of two phones

extensions on each phone

City staff has the ability to manage all aspects of the

phone system without outside services.

Client access software and mobile app to manage

voicemail, contacts, voicemail greetings, etc.

Conference Room Feature

Detailed call logging for both internal and external

calls

Direct access to support and software updates directly

from the phone system manufacture by city staff. (This

may require a support plan).

Do not disturb activated by single button on handset

Interfaces with all exterior city phone lines, PA systems

and fax machines

Message forwarding to e-mail

Minimum 3-Way Calling

Paging ability to idle phones and external systems –

ability to interface with Bogen UTI312 Station/Page Port

and feed PA speakers

Server must run as virtual machine on Hyper-V Host

Speed Dial Capability

Support for emergency/911 call out. All phones must

be able to dial 911 to reach 911.

System must allow staff to record multiple auto-

attendant messages for each auto attendant.

Messages can be scheduled for specific needs such as

holidays or emergency closures.

Unified dialing plan to support four digits to all sites on

the network

Users must be able to easily export a voicemail or call

recordings from the system in a common audio format

such as mp3 or WAV.

Virtual Voicemail Extensions for staff not having a

phone.

Instructions: Below are features city staff desire to have included in a new phone system

but not required. A good proposal will have many or all of these features. Indicate if

the proposed system includes these features and any comments for clarification.

Desired Features Yes/No - Comments

Text alerting of new voicemail

Client access “software” is web based with no

client to install on computers

Ability to have multiple on-hold

messages/background music depending on which

line a call is placed on hold from

Ability to have on-hold music fed from a line-in or

external source

Ability to tie-in various alarm systems

Video Conferencing

Interoffice Chat

Ability to tie in with A/V system: speakers in room

transmit call/all microphones in the room feed into

the call

Ability to program extensions that transfer to

phones not on the system. Eg. Dialing extension

1234 will route to 715.321.7654.

Full web based administration of phone system

Users with proper permission can modify settings

and audio messages on auto attendants.

Automated server backup to file share/NAS

All standard office phones should have buttons or

an easy to use touchscreen access to the

following functions. The buttons can be

permanently setup on the phone or

programmable:

Transfer

Transfer to Voicemail

Hold

Speaker

Redial

DND

Record Call

Page

Pickup Extension

Voicemail

Forward

Mute

Speed Dial

Park 1

Park 2

Park 3

New Phone System Setup

Specifics of the new phone system setup are below. Provide a detailed quote based on the

information below. Your quote should break out price and quantity for each line item.

City Hall/Library Facility –

Interface with Adtran Total Access 904 for Spectrum phone service delivered via fiber

Interface with three fax machines; one secondary alarm system phone line and a device in the

community media department requiring a FXS port.

Interface with PA/Paging system at library. This is currently fed with the audio line out port on the

current server.

Interface with the A/V system in the city council chambers. (A call can be heard on overhead

speakers and the caller can hear participants in the room through microphones).

Recreation Center –

Interface with one fax machine.

Interface with Bogen UTI312 building PA system (requires one FXS port)

Police Department –

Interface with 9 centrex lines

Interface with 2 fax machines

Phones. Provide the following number of phones:

Basic Phones: 4

Standard Desk Phones: 46

Standard Desk Phones with Headset: 3

Receptionist Phones: 6

Conference Room Phones: 6

Cordless Phones: 2

Overall –

Depending on how licensing works for the proposed system:

o 75 user licenses for client access/mobile software

o 10 extra licenses to connect additional phones beyond the total proposed

If an active support/subscription plan is required to access software updates and manufacturer

support please provide a quote for the annual cost. Include five years of this plan in your quote.

Provide current pricing for system support through your organization.

Provide pricing to cover all labor by vendor to install this system and any incidental costs to provide

a complete, functioning phone system.

Phone Type Definitions:

Basic Phone – A very basic VoIP phone that is located in a generic space such as a

break room. This phone does not need any advanced features.

Standard Desk Phone – A phone that would be located at an employee’s desk. This

phone should provide convenience features such as all the button identified in this

proposal and easy access to call other extensions. These phones must be able to

handle a minimum of two extensions and have speakerphone capability.

Receptionist Phones – Comparable to a “Standard Desk Phone” but also contains a

button bar or similar configuration to allow easy access to all extensions in the

respective department to quickly transfer calls.

Conference Room Phones – Table top phone with an excellent speaker and

microphone pickup for all users across the conference table.

To give perspective this is the type of phone most of our users currently have and are

used to:

Additional Information:

Provide required server specification (RAM, Processor and Hard Drive Space) so city IT

staff can ensure proper resources available on our virtual host.

Provide, in detail, how the proposed system could tie in a future Public Works facility.

There are two possible scenarios in which this facility might be tied in:

o Direct network connection to City Hall

o Site-to-Site VPN over the internet

Identify requirements for network switches needed to interface with the proposed VoIP

phones. If there is a specific brand/model, please identify. Otherwise identify the

needed PoE voltage and standard.

Are there any specific network requirements to allow for optimal usage of the proposed

phone system? If so, identify these needs?

Provide a timeline to implement the phone system. This timeline starts once all needed

wiring/jacks are installed and assumes a smooth porting process moving phone lines from

the Recreation Center to City Hall.

Identify the experience your company has in working with phone systems. Provide

examples of working with other organizations our size and number of years’ experience.

Identify a minimum of three references. Ideally this should be similar sized government

based entities.

Explain how licensing works for the phone system and software.

Explain how tech support for this phone system works both through your organization and

direct support from the manufacturer.

Provide warranty details for both hardware and labor. What is the warranty duration?

How responsive is the manufacturer on software updates for the system for new features,

improvements, bug fixes and to address security issues? Can these updates be

accessed and applied by City IT staff?

The Recreation Center is using mostly Elastix LPX200 phones (rebranded from

Grandstream). Would these be compatible with the proposed system?

Proposal Consideration Criteria

In addition to total cost; the city phone system work team will evaluate proposals based

on the following criteria:

Support: Considering support from the vendor who installs the system and

support directly received from the manufacturer.

Warranty: Warranty availability and duration on all hardware provided as part of

this system along with warranty on the labor of the install.

Does the proposed system meet all requirements?

Does the proposed system meet a majority of desired functions?

Does the vendor offer installation support and training?

Consideration of how licensing works.

What is the past history on the system being continually updated for features,

bug fixes and security? Are updates free or do they require a fee or support

plan?

Reference check responses.

Potential for trade-in value with our current phone system and/or if current VoIP

phones could operate with the proposed system.

Vendor has provided all requested information as part of their proposal and has

been responsive to requests for clarification and additional information to help

aid in evaluation.

Appendix A&B contains details about current system setup to assist with additional

information for your proposal.

Proposals are due by 4pm on Thursday, October 25th, 2018.

A complete proposal should include:

1. Addressing all items in the Project Requirements & Specifications section of the

RFP document.

2. Providing a detailed quote for the proposed system. All components individually

identified with price and quantity. The proposal shall be for a complete,

functioning, phone system. This assumes the city provides needed network

switches and virtual server space. If you offer a cloud based system please

include a quote for that in addition to an on premise system.

3. Addressing all items in the Additional Information section.

4. Include literature about the proposed system and hardware

5. Any other information you desire to include for the phone system work team to

consider in evaluation of RFP.

Proposals are preferred in electronic PDF format.

If you have any questions or to submit your proposal:

Joshua Werner, IT & Community Media Director

111 S. Main Street

Waupaca, WI 54981

715.258.4405

jwerner@cityofwaupaca.org

Appendix A – Current Phone System

Extensions

Police Department

1101 LT

1102 Sgt 1

1103 Chief

1104 Detective

1105/1106 Shared Officer

1107/1108 Shared Officer

1109/1110 Shared Officer

1111/1112 Shared Officer

1113/1121 Shared Officer

1111 Sgt 2

1115 Admin Asst

1116 Conference Room

1117 Training Room/EOC

1118 Break Room

1119 Men's Locker Room

1120 Women's Locker Room

1124 Video Room

1150 EM Fax

1151 EM Office

1152 EM Phone

1160 PD Fax

City Hall

1221 CH Front Desk

1222 City Admin

1223 CH Admin Asst

1224 Dep Treas

1225 Dep Clerk

1226 Finance Dir

1227 Build Inspector

1228 GIS

1229 Mayor

1230 Admin Conf Room

1231 DPW

1232 IT Director

1233 Cubicle

1235 Facilities Maint

1236 CED Director

1237 Front Conf Room

1240 Community Media

1241 Council Chambers

1242 CED Front Office

1243 Waupaca Online

1244 CH Break Room

1245 Code Enforcement

1297 CM Direct Dial

1298 Alarm System

1299 CH Fax

Library

1301 Library Director

1302 Back Office Ruth

1303 Back Office Jan

1304 Back Office Patsy

1305 Lib Break Room

1306 Asst Director

1307 Circ Desk

1308 Info Desk

1309 Mtg Room C

1310 Children's Desk

1311 Children's Librarian Office

1312 Children's Office

1313 Mtg Room A

1314 Mtg Room B

1315 Teen Room

1316 Children's Office 2

1318 Back Room Joleen

1319 Back Office Circ Backup

1398 Library Fax

Recreation Center

1400 Front Desk

1401 Youth Center Supervisor

1402 Director

1403 Programmer

1404 Concession Room

1405 Conference Room

1410 Senior Director

1411 Senior Center Staff

1412 Sexton

1420

Virtual VM Extension – Parks

Supv.

1431 Fax

1499 PA System

Appendix B – Inbound Lines

Inbound Numbers

Spectrum Fiber/DID's - 111 S. Main

942 0036

1500 - Radio Override

Line

942 9900 1232 - IT Director

942 9901 1226 - City Treasurer

942 9902 1224 - HR / Billing

942 9903 1221 - CH Receptionist

942 9904 1234 - Dev Dir

942 9905 1225 - Dep Clerk

942 9906 1223 - Billing (Old)

942 9907 1239 - Facil Manager

942 9908 1227 - Bldg Inspector

942 9909 1231 - DPW

942 9910 1228 - GIS

942 9911 1222 - City Admin

942 9912 1242 - Planning Office

942 9913 1235-Facilities/Russ

942 9914 942 9915 1229 - Mayor

942 9916 942 9917 1240 - Comm Media

942 9918 1243 - WOL Direct

942 9919 540 - WOL AA

942 9920 1311 - Children Libriarian

942 9921 1304 - ILL Lib

942 9922 1316 - Child Assist

942 9923 1312 - Child Assist

942 9924

1303 - Teen Lib Upstairs

Desk

942 9925 1302 - Tech Serv

942 9926 942 9927 Lib Circ Desk

942 9928 942 9929 942 9930 1301 - Lib Dir

942 9931 942 9932 942 9933 1306 - Asst Dir

942 9934 942 9935 EM - FAX

942 9936 942 9937 942 9938 942 9939 942 9940 1100 - Chief

942 9941 1101 - LT

942 9942 1102 - SGT

942 9943 1103 - DET

942 9944 1104 - SGT

942 9945 1110 - Officer

942 9946 1113 - Officer

942 9947 1111 - Officer

942 9948 1105 - Officer

942 9949 1112 - Officer

942 9950 1106 - Officer

942 9951 1107 - Officer

942 9952 1108 - Officer

942 9953 1109 - Officer

942 9954 942 9955 1114 - Officer

942 9956 1115 - Officer

942 9957 1116 - PD Conf

942 9958 1121 - Officer

942 9959 1122 - PD Not Used

258 4404 Planning Main Line

258 4405 599 - IT AA

258 4410 1229-Mayor

258 4411 City Hall Main In

258 4420 1231-DPW

258 4422 1224-HR / Billing

258 4416 Lib Info Desk

258 4417 Lib Children Main

258 4418 Lib Teen Main

258 4426 CH Fax

258 4427 Planning FAX

258 4429 258 4431 258 4433 1233-Farm Market

258 4438 CH VM Check Line

258 4439 256 3661 Alarm System Secondary

256 3668 258 4413 258 4412 256 9305 942 0703 540 - WOL AA

942 2729 1241-Council Chambers

258 4414 258 4415

AT&T Lines – 124 S.

Washington

715-258-2914 Emerg Mang

715-258-2980 Emerg Mang

715-258-7499 Emerg Mang

715-258-4400 PD Line 1

715-258-4401 PD Line 2

715-258-4402 PD Line 3

715-258-4403 PD Line 4

715-258-4425 PD Fax

715-258-4195 PD 5

715-258-0743 PD Line w/ Caller ID

AT&T Centrex Lines - 407 School

715-258-4190 FAX

715-258-4406 Cemetery Office

715-258-4432 Bypass Line

715-258-4435 Park and Rec Office

715-258-4436 Park and Rec Office

715-258-4437 Senior Center Office