Date post: | 13-Jan-2015 |
Category: |
Technology |
Upload: | mike97 |
View: | 1,998 times |
Download: | 2 times |
Chatham County DSS
REQUEST FOR PROPOSAL
Telephone System
Dated: January 19, 2005
Proposals Due: February 11, 2005
Table of Contents
Table of Contents 2
Overview 4
RFP Guidelines 6
Current Environment 17
Target Environment 20
Telephony Requirements Details 23
Phone Set Requirements Details 36
VoIP Requirements Details 42
Application Requirement Details 44
System Management Requirements Details 50
System Security Requirements Details 55
Environmental Requirements Details 58
Maintenance and Warranty Requirement Details 60
RFP Chatham County DSS
- Page 2 -
Telephony Requirements Details
Solution Implementation 65
Documentation & Training 66
Solution Pricing 67
Appendix A – Supporting Documentation 76
RFP Chatham County DSS
- Page 3 -
Telephony Requirements Details
Overview
Chatham County Department of Social Services is interested in purchasing a digital telephone system that will
centralize phone services and voicemail. Currently, there are three locations, with two of them sharing phone services
and the other is a standalone system.
The department currently consists of offices in three locations:
Chatham County Social Services Main Office
102 Camp Drive Pittsboro, NC
Approximately 65 current workstations
A separate “annex” building on the same site is to be built April 2005
(Will have approximately 16 workstations)
Child Support Office
89 Chatham St West Pittsboro, NC
Approximately 8 current workstations
Social Services Office – Siler City Satellite Office
1105 E. Cardinal St Siler City, NC
Approximately 5 current workstations
Main objectives will be to:
Connect three locations to a central phone system
Create a system that will be flexible for the future
Desirable features of the new system should include, but are not limited to:
- 4 digit extension dialing between offices
- Direct dial-in numbers
- Transfer of calls internally and externally
- Conference call ability
- Intercom
- Voicemail
- Caller ID
RFP Chatham County DSS
- Page 4 -
Telephony Requirements Details
- Optional ability to merge into a Voice over IP system in the future
- User-friendly system administration program and system training
Chatham County DSS seeks an all-inclusive “turnkey” proposal that will unify phone services and connections
between offices. The proposed system should be adaptable for the future. The following specs are intended to help
the bidder create a proposal, not dictate a specific method.
New system will need to be installed within 45 days of signing the contract.
Time Line:
Advertise 1/20
Open Meeting at DSS for Q&A 1/27
Proposals due 2/11
(Review proposals)
Recommend at BOC meeting 2/21
Once contract is signed, work can begin with a 45 day implementation
RFP Chatham County DSS
- Page 5 -
Telephony Requirements Details
RFP Guidelines
Instructions and information
General Format Instructions
This Request for Proposal (RFP) provides information that Chatham County DSS (hereinafter referred to as “the
County”) will use to make their system selection decision. Bidders are responsible for following the instructions
provided in this section in preparing their responses. Failure to respond in the manner identified may result in the bid
being disqualified. If a bidder cannot comply with these instructions, they should provide notification in writing as
soon as possible, but no later than the date of the bidder’s conference (to be discussed in a subsequent area of this
document). If a variance is approved for a particular bidder, the same variance will be allowed in all responses and
mail and/or fax of the variance will notify all bidders.
The proposal must address each item in the following sections in the order they appear in the RFP. Each question in
the RFP must be answered in turn. The sections must be clearly marked with the same headings as the RFP and all
pages numbered for easy reference.
An Executive Summary providing a concise description of the system being proposed and the advantages of
acquiring this particular configuration must be provided. The Executive Summary must also provide a schematic of
the major system components including the number and types of stations, lines and interconnecting links to peripheral
systems.
Following the Executive Summary, address each item in each section as it appears in this RFP. Please use the RFP
sections and numbers. The feature description section requests specific information on several items. A standard
feature list will not suffice. Do not include boilerplate descriptions, sales brochures or annual reports in the body of
the proposal. They should be added as appendices or attachments. Any information you feel is relevant but was not
specifically requested should be presented in the appendices. Prior to submitting your proposal, update the table of
contents provided in this document.
Note: Organizations receiving this RFP shall hereinafter be referred to as "The bidder" or “bidders”.
RFP Chatham County DSS
- Page 6 -
Telephony Requirements Details
Time and Place for Receipt of Proposals
Completed proposals must be received by
5:00 PM on 02/11/05
Timely submission is the sole responsibility of the bidder. Faxed copies of the proposal will not be accepted. The
County will reject your response if received after the specified time. It is our intent to have analysis of the bids
completed and a decision made by no later than 02/18/05. The County will not return to proposing firms proposals or
other information supplied to the County.
Duration of Offer
Proposals must be valid for a minimum of 90 days following the closing date of this RFP.
Review Rights
Proposals submitted may be reviewed and evaluated by any person(s) considered necessary to the decision making
process at the discretion of the County
Bidder Proposal Preparation Costs
Costs for developing proposals are entirely the responsibility of the bidder and will under no circumstances be
transferred to the County or any other affiliated organization.
Alternate/Multiple Proposals
Bidders may submit alternate and/or multiple proposals. However, all such proposals must be in direct compliance
with the format of this RFP. In all cases, to be considered responsive, all proposals must clearly meet the intent of the
mandatory requirements as the overall objectives of the RFP. In the interest of economy, identical information,
literature, etc., need not be provided when additional proposals are submitted.
Self-Contained Proposals
Each Proposal must be capable of being read on its own. Each Proposal must be self-contained electronically on one
CD and 7 hard copies in separate binders. No Proposal may reference material in another Proposal.
RFP Chatham County DSS
- Page 7 -
Telephony Requirements Details
Cover Letter for Multiple Proposals
If multiple Proposals are submitted, the bidder should submit a cover letter describing all differences between them.
An identical copy of the multiple Proposal cover letters must be included with each Proposal.
Delivery of Response
Each bidder must send seven hard copies and CD version of each Proposal clearly marked "Master Copy" to the
following mailing and delivery address:
Robin James, Purchasing Agent
Chatham County Finance Dept.
PO Box 608
12 East St
Pittsboro, NC 27312
Withdrawal and Resubmission
A bidder's Proposal may be modified before the stated Proposal Due Date by withdrawal and resubmission.
Modifications offered at any other time or in any other manner will not be considered.
Discrepancy between Copies
If discrepancies are found between the copies, the "Master Copy" will provide the basis for resolving any
discrepancies.
Public Release of Information
News releases, articles, brochures, advertisements, prepared speeches, and other information concerning this RFP, or
any subsequent contract or activity related thereto, may not be made without the prior written approval of the County.
Pre-bid Conference (optional)
Each bidder will be given the opportunity to meet with representatives of the County to clarify and discuss the RFP
requirements, if needed. Meeting will take place on 01/27/05 at 2:00 PM at the Dept. of Social Services main office
at 102 Camp Drive in Pittsboro . Coordination of any site survey deemed necessary by the bidder should be done
with Sandy Coletta (DSS) at (919) 542-2759.
RFP Chatham County DSS
- Page 8 -
Telephony Requirements Details
Clarification Requests
Ongoing questions during the proposal preparation will be answered by:
Chatham County MIS Dept.
Jody Moore, Director
Please use email subject line: DSS RFP
No interpretation of the drawings, specifications or other bidding documents, nor correction of any ambiguity,
inconsistency or error therein shall be made orally to any supplier. Every request for such interpretation or correction
should be made in writing. Questions raised by one bidder, which materially affect other bidders, will be answered
via RFP addenda distributed to all bidders, if appropriate in the County’s judgment. All addenda must be
acknowledged in writing to Robin James, Purchasing Agent, in the proposal submitted by the bidder. No questions
will be answered during the seven-day period preceding the date set for opening the proposals except those regarding
process.
This RFP, any subsequent addenda, and any written responses to questions take precedence over any information
previously provided.
RFP and related questions will be located at http://www.co.chatham.nc.us/dept/finance/web/index.htm under Bid
Opportunities.
Bidder Contact
The bidder must designate a single point of contact with secondary and tertiary contacts. The bidder should provide
the name, title, responsibility, address, email address and telephone number of each contact.
General Bidding Parameters
Contingencies
Bidders, before submitting their bid, should make a careful examination of the scope of the work to be done and of
the difficulties involved in its proper execution; to include in their bid all costs they deem proper and sufficient to
cover all contingencies essential to the installation of the proposed system notwithstanding that every item or
contingency is not specifically mentioned herein.
RFP Chatham County DSS
- Page 9 -
Telephony Requirements Details
Solution Dependencies and Constraints
The bidder must specify all dependencies and constraints that the proposed solution might place on the County or
other third parties. Dependencies include, but are not limited to, hardware, software, networks, bandwidth, facilities,
desktops, labor, etc, as well as release dates for any of the proposed components. All expectations of, and
dependencies on, the County by the bidder must be clearly delineated.
Insurance
The selected vendor shall furnish certificates of insurance covering Workman’s Compensation and Liability
insurance and hold the County harmless against all claims arising out of the system installation.
Permits and Codes
The selected vendor shall comply with all laws, codes, rules and regulations of the State, County, and Town
applicable to the work to be performed at the County’s premises. Any permits lawfully required shall be obtained by
the vendor, who shall pay all lawful charges.
Environmental Specifications
Environmental specifications approved by the manufacturer shall be furnished as a part of the equipment proposal.
These specifications shall be sufficient to ensure that the equipment to be installed shall operate efficiently. The
County will prepare the site at its own expense and in accordance with the specifications furnished. Cost for site
preparation and floor space used will be considered in the evaluation of the proposals.
Shipments
All shipments to and from the site shall be made at the bidder’s expense. Supervision of packing, unpacking, and
placement of equipment shall be furnished by the bidder.
Maintenance
The bidder shall adopt and pursue a maintenance program to include periodic tests, inspections, and preventative
maintenance according to the recommended practices furnished by the original equipment manufacturer aimed at
achieving efficient operation of the system and provide safe and adequate service at all times. Detailed maintenance
requirements are outlined in the Maintenance and Operations section of this document.
RFP Chatham County DSS
- Page 10 -
Telephony Requirements Details
Test Plan
Prior to cutover, the bidder shall provide a system test plan for review and approval, which will be used for the final
system acceptance testing.
Manufacturer Support
The bidder will obtain, and deliver, as part of the RFP response, a support letter from the manufacturer designating
the bidder as an authorized distributor of the system proposed, that the manufacturer will provide sufficient spare
parts to support the system for five years, and in the event that the County determines that the bidder is no longer
acceptable as a service company, that the manufacturer will assume responsibility for finding an acceptable service
company or service on a direct basis.
Overall Response Requirements
Contractual Commitment of Proposals
The contents of any submitted Proposals, and any subsequent material submitted in response to requests for
additional information, will be considered offers to contract by each bidder unless otherwise agreed. Failure of the
successful bidder to accept this obligation may result in cancellation of the award.
Execution of Proposals
Each Proposal shall be signed by an officer or director of the bidder who is a duly authorized representative of the
bidder. A Proposal may be signed by an agent of a bidder other than an officer or director only if the signatory has
been authorized to sign the bid. Any Proposal signed by such an agent must be accompanied by a notarized
statement, executed by an officer of the bidder on whose behalf the Proposal is submitted, that affirms the agent's
authority to submit and, if appropriate, negotiate the Proposal. Incompletely or improperly executed Proposals will
be rejected.
No Commitment
This RFP does not constitute an offer to contract, but rather represents a definition of specific requirements and an
invitation to bidders to submit a Proposal addressing those requirements.
RFP Chatham County DSS
- Page 11 -
Telephony Requirements Details
Reserved rights
The County reserves the right to:
Reject any or all Proposals, or portions of any Proposal, to waive any informality or irregularity in any
Proposal received, and to award the contract for reasons other than the lowest price.
To alter this RFP or the terms and conditions of its attachments at any time prior to the execution of
Agreement.
To obtain clarification of any point in a bidder’s Proposal or to obtain additional information necessary to
properly evaluate a particular quote. Failure of a bidder to respond to such a request for additional
information or clarification in a timely manner may result in rejection of the Proposal.
Unsuccessful Proposals
The County is under no obligation to provide any reasons why a bidder was or was not successful.
Confidentiality
The bidder will regard and preserve as confidential all information related to the business of the County and/or its
subsidiaries, affiliated agencies, or clients obtained by the bidder from any source as a result of this RFP.
Subcontractors / Third Parties
The bidder is permitted to use third party subcontractors if that is a prerequisite to a complete Proposal. The principal
bidder/contractor will be required, however, to guarantee and assume responsibility for the entire Proposal, and to
serve as the single point of contact for all service. Each bidder shall identify its third party subcontractors with its
Notice of Intention to Respond and in its Proposal. The principal bidder/contractor will be required to have any third
party subcontractor enter into a confidentiality agreement between the bidder and the subcontractor containing the
same obligations as the Confidential Information/Non Disclosure Agreement executed by bidder and the County. The
bidder must include such executed copy of the third party subcontractor’s agreement with the Proposal. The County
reserves the right to reject the complete Proposal if such third party subcontractor agreement does not contain the
same obligations as the Confidential Information/Non-Disclosure Agreement executed by the County with each bid
recipient.
RFP Chatham County DSS
- Page 12 -
Telephony Requirements Details
Bidder Selection
The bidder selection will be based on the bidder’s RFP response and the bidder’s ability in that response to
demonstrate its capabilities to meet the defined objectives included in this document.
Evaluation of the proposed system solution will be based on its:
Ease of use
Architecture/technology
Features/functionality
Cost
Growth capabilities
Migration path
Adaptability
Flexibility of voice, data and network interfaces
System administration
Evaluation of the vendor/manufacturer will be based on its:
Ability to meet the project’s time frame
Customer references
Knowledge of the product and applications
Knowledge and ability with regard to systems integration
Experience with similar projects
Ongoing maintenance and support program
Longevity in the industry
Strategy for long-term product development
Training support
RFP Chatham County DSS
- Page 13 -
Telephony Requirements Details
The selection process may also include a request that the bidder participate in a solution presentation meeting with
the County. The purpose of this meeting would be to provide an opportunity for the bidder to respond to issues that
need clarification and permit the bidder to make a presentation and/or demonstration of their proposed solution.
Financial Proposal
The Financial Proposal will contain all the pricing and asset purchase information for the bidder's Proposal as
requested below in the Quotation section of this RFP. The pricing templates in the Quotation section contain a
pricing summary showing bidder’s total price and other costs to be incurred by the County.
Note: Pricing information must be contained only in this section.
All product and services that are required to meet the County’s objectives must be factored into the pricing. The
bidder is also to include a pricing summary showing roll-ups of the bidder’s prices, rates and other costs that may be
incurred by the County. Prices for all services must be separate and clearly identified.
Pricing
Prices must be calculated using the quantities of equipment and service elements set forth in the appropriate sections
of the RFP as a guideline of the potential volume of business.
Each bidder must provide a dollar volume discount schedule sufficiently detailed to allow the County to project its
costs for the services being proposed at all current and projected levels of quantities and combinations of product and
service elements.
The prices for all services must be separate and clearly identified. All additional cost items, whether billed by the
bidder or by other sources as a result of the bidder's approach, must be itemized and identified.
Provide warranty coverage information for all equipment and software. Include applicable effective dates for
warranties.
RFP Chatham County DSS
- Page 14 -
Telephony Requirements Details
Supporting Documentation
The bidder will provide in this part of the Proposal, all information that relates to the Proposal but is not included in
the other parts. References should be made as appropriate. This includes any sales material and brochures and supporting documentation for items identified in the other parts of the Proposal.
References
The bidder must provide at least two paying references whose environment and requirements are most similar to
those being proposed for the County. The references may be in the form of case studies but should include
quantifications of the project’s magnitude (number of users, number of telephony servers, number of regions/sites
covered, length of contract if managed service, etc). Contact details are not required in the initial Proposal, but the
County may wish to contact these references, so the name, title, responsibility, address, and telephone number of a
contact at each reference will be required at a later date.
Bidder Company Information
The bidder must provide information that will enable the County to evaluate the bidder’s track record, financial
stability, and operation capabilities. The County requires that bidder include the following specific details in this
section:
Ownership of bidder’s company
Number of years in business
Within the above total employee counts in North America and globally, a percentage breakdown of R&D vs.
professional services employees
Estimated number of full-time and part-time resources available in your company for each type of resource
you are offering in this Proposal (engineering, deployment, project management, etc)
The bidder is encouraged, but not required, to attach further details such as independent market share information,
analyst reports, and partnerships in the Appendix of their Proposal. No proposal will be accepted from any person,
company, or corporation that is in arrears for any obligation to the County, or that otherwise may be deemed
irresponsible or unresponsive by county staff or the County Board of Commissioners.
Bidder Financial Information
A copy of the most recent annual report and an audited Form 10-K must be included in the RFP.
RFP Chatham County DSS
- Page 15 -
Telephony Requirements Details
Any recent developments that have taken place since the publication of the annual reports and financial statements
must be discussed if they might have a significant impact on the financial condition of the involved firm(s).
RFP Chatham County DSS
- Page 16 -
Telephony Requirements Details
RESPONSIBILITY AUTHORITY STATEMENT
The individual submitting the Proposal represents and certifies as part of its Proposal that he/she is the person in the
individual's organization authorized to act as agent for the corporation responsible for this Proposal.
The costs in this Proposal have been arrived at independently, without consultation, communication, or agreement for
the purpose of restricting competition, to any matter relating to costs with any other competitor or any representative
of such competitor.
________________________________ ______________________
Signature of Approving Authority Date
RFP Chatham County DSS
- Page 17 -
Telephony Requirements Details
Current Environment
Number of Locations
Current infrastructure is a hybrid model, with 2 offices on one centralized system, and one office on a
separate system.
Current locations can be classified as:
Main Office (Pittsboro)
Satellite Office (Siler City)
Child Support (Remote office location - Pittsboro)
Annex to be built on Main Office site April 2005
The main office and Child support utilize the same phone and voicemail resources with identical
functionality. The Siler City office is a different, standalone system and cannot share the resources of the
other offices.
LOCATION DIAGRAMS WILL BE EMAILED UPON REQUEST
Please email [email protected] with subject line DSS RFP
Office Listing
Chatham County Social Services Main Office
102 Camp Drive Pittsboro, NC
Approximately 65 current workstations
A separate “annex” building on the same site is to be built April 2005
Annex will have approximately 16 workstations
Child Support Office
89 Chatham St West Pittsboro, NC
Approximately 8 current workstations
Social Services Office – Siler City Satellite Office
1105 E. Cardinal St Siler City, NC
Approximately 5 current workstations
RFP Chatham County DSS
- Page 18 -
Telephony Requirements Details
Telephony
Currently, there are separate phone and computer networks. Phone network is wired with CAT-2 (3 pair
JKV) and data network is wired with CAT-5
There are no private lines at any of the locations
Current system (Main Office & Child Support) is a Toshiba STRATA DK-280
Current workstation sets (Main Office & Child Support) are Toshiba DKT 2020-SD
Current system (Siler City) is a Norstar 3x8 Basic
Current workstation sets (Siler City) are Meridian
Data
Main Office is on a Novell network.
Siler City office can connect to the Novell network via a VPN connection
Main office connects through a T1 to State ITS
Siler City office connects through a T1 to State ITS
There is no point-to-point connection at this time between sites
Voice Messaging and Unified Messaging
Approximately 72 voicemail seats are currently being used in the main office.
No voicemail system in the Siler City Office.
Current Environment
Main Office telephone system is located in the back of a “Dead File” room. Space is limited. Current system
takes up a wall area of approximately 3’ x 3’.
Siler City Office telephone system occupies a small wall area of about 18” x 18”. Space is limited in that
facility as well.
RFP Chatham County DSS
- Page 19 -
Telephony Requirements Details
RFP Chatham County DSS
- Page 20 -
Telephony Requirements Details
Target Environment
Telephony Requirements Overview:
- 4 digit extension dialing between offices
- Direct dial-in numbers
- Transfer of calls internally and externally
- Intercom
- Centralized Voicemail
- Caller ID
Phone Set Requirements Overview:
- Should be able to operate on CAT-2 (3 pair JKV) or CAT-5 wiring
- User-friendly interface
- Reception phone should have ability to see lines in use
Voice over IP (VoIP) Requirements Overview:
- Optional ability to merge into a Voice over IP system in the future
Voice Networking Requirements Overview:
- Conference call ability
- Ability for Supervisor to “eavesdrop” on calls
RFP Chatham County DSS
- Page 21 -
Telephony Requirements Details
System Management Requirements Overview:
- User-friendly system administration program and system training
Expected Benefits:
Lowered current infrastructure operating costs resulting from reduced the cost of moves, adds and changes and from increased productivity of support personnel.
Increased user productivity through the use of applications
Increased customer satisfaction through more effective call handling.
Attendant productivity improvements through the use of a central answering position station or IVR functionality.
Potential soft benefits that the new voice system can bring to the user population at the branches, including optional support for user mobility and unified messaging.
System Architecture Requirements
In addition the detailed system requirements covered in the following chapters, the design of the proposed system
must adhere to the following general guiding architectural principles and standards:
System Architecture RequirementsBidder
Compliance
Planned
Compliance
The system, where possible, must support industry standards
The system must minimize proprietary components
The architecture must integrate well with the existing environment
The architecture must be flexible to support future changes and growth
Centralized system management for administration and maintenance operations
The system must support and allow for a smooth transition toward future requirements for mobility, wireless integration, unified messaging, and toll bypass
RFP Chatham County DSS
- Page 22 -
Telephony Requirements Details
For each of the above principles and standards, the bidder must indicate how their proposed solution is compliant. If the proposed solution is not compliant but the bidder plans to be so in the future, the bidder must provide a roadmap specifying a timeline for adherence.
Recommended Solution
Based on the criteria outlined above, the bidder must provide a high-level overview of their recommended solution
and indicate compliance with any or all of the target environment functionality requirements.
RFP Chatham County DSS
- Page 23 -
Telephony Requirements Details
Telephony Requirements Details
This section outlines the voice processing and telephony requirements that must be met in the proposed solution.
Where applicable, bidders must complete the tables or respond in the space provided.
Call Processing Capacity
The table below provides an overview of the number of users that the proposed solution should be able to support.
Number of Locations Number of Users
3 Currently 78 Would like to plan for 120
Station Port Capacity Requirements
The following table outlines the total station port requirements.
Bidder has the option of recommending IP phones or digital phones to meet capacity requirements. Phones should be
able to merge into a VoIP system in the future.
Receptionist
Phones
Line Staff
Phones
2 118
RFP Chatham County DSS
- Page 24 -
Telephony Requirements Details
The bidder must confirm that the total station port capacity requirements, as detailed in the table above, are supported
by the proposed solution.
Trunk Circuit Capacity Requirements
The bidder must confirm that the total trunk capacity requirements are supported by the proposed solution.
Call Processing Hardware
Bidders must describe the hardware that will be used to support call processing requirements and telephony
functionality outlined above.
Voice Processing System Features
The table below outlines the system features that the proposed communication system must support. Bidders must
complete the “Compliant” column of the table below, indicating whether they offer (Y) or not offer (N) that system
feature. In addition, bidders must indicate if the feature is Standard (S) or Optional (O) and if any additional hardware
or software is required.
Table Legend:
[R] Indicates a required feature of the solution.
[D] Indicates a desired feature, but is not an absolute requirement
[O] Indicates an optional feature that is not required.
Row
# System Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
1 Accidental Disconnect Protection O
2 Account Codes O
RFP Chatham County DSS
- Page 25 -
Telephony Requirements Details
Row
# System Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
3 Administered Connections O
4 Alarm Notification O
5 Answer Detection D
6 Authorization Codes O
7 Automated Attendant O
8 Automatic Answer Back on Intercom O
9 Automatic Call Distribution D
10 Automatic Alternate Call Routing O
11 Automatic Camp-on D
12 Automatic Circuit Assurance D
13 Automatic Daylight Savings Time D
14 Automatic Line Selection D
15 Automatic Number ID D
16 Automatic Recall D
17 Automatic Route Selection – Basic D
18 Call-by-call Service Selection O
19 Call Detail Recording O
20 Call Duration Timer R
21 Call Forward All Calls/No Answer O
22 Call Forward Override O
23 Call Party Name/Number Display R
24 Call Park R
25 Call Pickup Groups D
RFP Chatham County DSS
- Page 26 -
Telephony Requirements Details
Row
# System Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
26 Call Queuing D
27 Call Transfer R
28 Coordinated Dialing Plan O
29 Universal Dialing Plan O
30 Centralized Attendant Service D
31 Classes of Service Restriction O
32 Controlled Private Calls O
33 Delayed Ringing O
34 Dialer Number ID Service D
35 Direct Department Calling D
36 Direct Inward Dialing R
37 DID Call Waiting D
38 Direct Inward System Access O
39 Direct Inward Termination O
40 Direct Outward Dialing O
41 Directed Call Pickup D
42 Disconnect Supervision D
43 Extended Trunk Access O
44 Facility Restriction Levels O
45 Facility Test Calls O
46 Forced Entry Account Codes O
47 Hoteling O
48 Hunt Groups D
RFP Chatham County DSS
- Page 27 -
Telephony Requirements Details
Row
# System Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
49 Least Cost Routing (Tariff-based,
TOD/DOW)
O
50 Meet Me Conferencing O
51 Modem Pooling O
52 Multiple Listed Directory Numbers D
53 Music On Hold D
54 Night Service-Fixed D
55 Night Service-Programmable O
56 Off-Premises Station (OPX) (Note:
Should be disabled by default)
O
57 Open System Speed Dial O
58 Paging (Internal) D
59 Paging (External) O
60 Paging (Internal & External) O
62 Password Aging O
62 Power Failure Transfer Station O
63 Recent Change History O
64 Restriction Features (Controlled) O
65 Restriction Features (Fully Restricted) O
66 Restriction Features (Inward/Outward) O
67 Restriction Features (Miscellaneous
Terminal)
O
68 Restriction Features (Miscellaneous
Trunk)
O
RFP Chatham County DSS
- Page 28 -
Telephony Requirements Details
Row
# System Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
69 Restriction Features (Toll/Code) O
70 Restriction Features (Trunk) O
71 Restriction Features (Voice Terminal
IN/OUT)
O
72 Route Advance O
73 Security Violation Notification O
74 Simultaneous Ring O
75 Standard Ring O
76 System Speed Dial O
77 System Status Report O
78 Time of Day Routing O
79 Trunk Answer Any Station O
80 Trunk Callback Queuing O
81 Uniform Call Distribution O
82 Uniform Dial Plan Between Clusters
and Systems
O
83 Virtual Extension O
84 Voice Message System Interface D
85 Splitting Bearer, and Signaling
between trunks (Example would be
putting signaling traffic on the WAN,
and the voice bearer on the PSTN)
O
86 Foreign Exchange Line O
87 Remote Coverage Path O
RFP Chatham County DSS
- Page 29 -
Telephony Requirements Details
Station Features
The table below outlines the station features that the proposed communication system must support. The bidder must
complete the “Compliant” column of the table below, indicating whether they offer (Y) or not offer (N) that system
feature. In addition, the bidder must indicate if the feature is Standard (S) or Optional (O) and if any additional
hardware or software is required.
The bidder must specify the maximum number of hunt groups, pickup groups, and attendant stations in the system. In addition, the bidder must identify any features that require additional hardware and/or software.
Row # Station Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
1 Abbreviated Dial D
2 Add-Hoc Conference D
3 ANI/DNIS/CLID Call Programming O
4 Auto-manual Splitting O
5 Automatic Callback O
6 Automatic Exclusion O
7 Automatic Intercom D
8 Auto-start/Don’t Split O
9 Bridged Shared Line Appearance O
10 Call Coverage (Programmed) O
11 Call Drop O
12 Call Forwarding (All Calls) D
13 Call Forwarding (Busy/Don’t Answer) R
14 Call Forwarding (Follow Me, On-
Premises)
O
15 Call Forwarding (Off-Premises) O
RFP Chatham County DSS
- Page 30 -
Telephony Requirements Details
Row # Station Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
16 Call Hold R
17 Call Park R
18 Call Pickup R
19 Call Transfer R
20 Call Waiting D
21 Callback Last Internal Caller D
22 Camp-on D
23 Conference R
24 Consecutive Speed Dialing O
25 Consultation Hold O
26 Control of Trunk Group Access O
27 Customer Station Rearrangement O
28 DCS (Digital Call Service) O
29 Delay Announcement O
30 Dial By Name D
31 Direct Station Selection w/BLF O
32 Direct Trunk Group Selection O
33 Discrete Call Observing D
34 Display D
35 Distinctive Ringing O
36 Do Not Disturb O
37 Elapsed Call Timer O
38 Emergency Access To Attendant O
RFP Chatham County DSS
- Page 31 -
Telephony Requirements Details
Row # Station Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
39 Executive Busy Override O
40 Facility Busy Indication O
41 Group Listening O
42 Hands-Free Answer Intercom O
43 Hands-Free Dialing O
44 Headset Button O
45 Hot Line O
46 Hunt Groups D
47 Incoming Call Display D
48 Individual Attendant Access O
49 Intercept Treatment O
50 Intercom Dial D
51 Internal And External Call Programming O
52 Internal Caller ID Programming D
53 Interposition Call & Transfer O
54 Intrusion O
55 Last Number Redialed D
56 Loudspeaker Paging Access D
57 Malicious Call Trace O
58 Manual Intercom D
59 Manual Originating Line Service O
60 Manual Signaling O
62 Message Waiting Activation O
RFP Chatham County DSS
- Page 32 -
Telephony Requirements Details
Row # Station Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
62 Overflow O
63 Padlock O
64 Paging/Code Call Access O
65 Paging/Code Call Access O
66 Personal CO Line (Private Line) O
67 Personal Ringing O
68 Personal Speed Dialing O
69 Pickup Groups D
70 Priority Calling O
71 Priority Queue O
72 Privacy – Attendant Lockout O
73 Privacy – Manual Exclusion O
74 Recall Signaling O
75 Remote Feature Activation O
76 Ringing Tone Control O
77 Save And Redial D
78 Supervisor/Assistant Calling O
79 Supervisor/Assistant Speed Dial O
80 Telecommuter O
81 Through Dialing O
82 Time Of Day/Day Of Week Call
Programming
O
83 Timed Queue O
RFP Chatham County DSS
- Page 33 -
Telephony Requirements Details
Row # Station Feature
Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Standard [S] or Optional [O]
84 Trunk Flash O
85 Trunk Group Busy/Warning Indicator O
86 Trunk ID O
87 Trunk-To-Trunk Connections O
88 Trunk-to-trunk Transfer O
89 Voice Messaging Retrieval Button D
T1 Support
The bidder must outline the maximum number of T1s the proposed solution can support and outline any limitations
of the system when interfacing to T1s.
ISDN PRI and BRI Support
Bidders must outline their proposed solution’s support for ISDN PRI and BRI.
CLASS/CLID Support
Bidders must outline their proposed solution’s support for CLASS/CLID.
Centrex Support
Bidders must outline their proposed solution’s support for Centrex.
RFP Chatham County DSS
- Page 34 -
Telephony Requirements Details
Call Detail Recording
The table below outlines the Call Detail Recording (CDR) functionality that the proposed communication system
must support. The bidder must complete the “Compliant” column of the table below, indicating whether they offer
(Y) or not offer (N) that CDR feature.
CDR Feature Required [R] Optional [O] Desired [D]
Compliant [Y/N]
Date and time of the call and digits dialed O
The originating and terminating line or station set O
Whether an incoming call was answered O
Elapsed time between origin of a call and when it was answered
O
Whether a call was transferred or put on hold O
Call duration O
Calls associated with account codes O
Incoming call Calling Line Identification (CLID) informationO
Bearer capability of the line in the call O
Hospitality records for room occupancy status O
Real-time records for ringing, DNIS, answered, unanswered, transferred and released events for incoming calls with CLID information and hospitality room occupancy status
O
Types of Calls Collected
Bidders must indicate the compliance of their proposed CDR solution to report on the following types of calls by
completing the table below.
RFP Chatham County DSS
- Page 35 -
Telephony Requirements Details
CDR Report Function Required [R] Optional [O] Desired [D]
Compliant [Y/N]
All calls (incoming/outgoing) O
Outgoing calls only O
Customer-defined prefix calls only (i.e. long-distance) O
Multi-Site Voice Networking
Bidders must describe, in detail, the ability of their proposed solution to support multi-site voice networking.
Telecommuting Support
Bidders must describe, in detail, the ability of their proposed solution to support telecommuters. These workers would
include part-time telecommuters, full-time telecommuters, and employees working at home after hours. All
telecommuting employees will require access to corporate LANs for applications, database access and e-mail as well
as voice connectivity. Some of these will also require Internet access.
RFP Chatham County DSS
- Page 36 -
Telephony Requirements Details
Phone Set Requirements Details
This section outlines the phone set requirements of the solution. Bidders must respond accordingly by completing the tables or providing their response in the space provided.
Voice Terminals
Phone Attribute Requirements
The table below outlines optional phone attributes for the various phone types the system must support. Bidders must
complete the table accordingly.
Row # Phone Attribute
ReceptionPhone
Compliant
[Y/N]
Attendant Station
Compliant
[Y/N]
110 Last Incoming
Calls Data
210 Last Numbers
Dialed
3Busy Lamp Field per
line appearance
4Call Appearance
Status
5 Call Coverage Status
6 Call Duration
7Calling/Called Party
Name
RFP Chatham County DSS
- Page 37 -
Telephony Requirements Details
Row # Phone Attribute
ReceptionPhone
Compliant
[Y/N]
Attendant Station
Compliant
[Y/N]
8 Contrast Control
9CTI with Desktop
Telephone
10 Day/Time Display
11 Dialed Digits
12 Dialpad Feedback
13 Display Indicators
14 Distinctive Ringing
15 Do Not Disturb
16
DSS Console
(Number
buttons/Number
groups)
17 Extension Lock
18 Handsfree
19Hardware Echo
Canceller
20Headset Connection
Capability
21 Headset Interface
22Hearing Aid
Compatible
23 Held Line Reminder
24 Hold
25 Hold Button
RFP Chatham County DSS
- Page 38 -
Telephony Requirements Details
Row # Phone Attribute
ReceptionPhone
Compliant
[Y/N]
Attendant Station
Compliant
[Y/N]
26Last Number Redial
Button
27Liquid Crystal
Display
28 Listen On Hold
29Message Waiting
Indicator
30
Minimum Number of
Programmable
Line/Feature Keys
31
Number of Calls
Waiting - Call
Waiting would not be
enabled if the user has
multiple lines
32Number of Fixed
Feature Buttons
33Number of Soft key
Buttons
34 On-hook Dialing
35Pre-selection/Call
Screening
36Programmable Line
Feature Module
37 Release Button
38 Speaker/Mute Button
39 Speed Dial
40 Time and Date
RFP Chatham County DSS
- Page 39 -
Telephony Requirements Details
Row # Phone Attribute
ReceptionPhone
Compliant
[Y/N]
Attendant Station
Compliant
[Y/N]
41 Transfer Button
42User Programmable
Keys
43Visual Line/Feature
Key Activity Indicator
44 Volume Control
IP Phone Requirements (if required)
The table below outlines the requirements for IP phones. Bidders must indicate the compliance or non-compliance of
their recommended IP phone sets with each of the required attributes.
Row # Phone Attribute
Reception Phone
Compliant
[Y/N]
Attendant Station
Compliant
[Y/N]
1 G.711
2 G.723.1 or G.729a
3 Self Discovery/DHCP
4Integrated Ethernet
Switch
5
Integrated Thin Client
Browser (XML
support)
6 802.1p/Q
7 Standalone SoftPhone
8 Ethernet Interface
9 On-line directory
access/screen pop
RFP Chatham County DSS
- Page 40 -
Telephony Requirements Details
IP Phone Set Line Power Requirements
Any IP phone proposed as part of the system must be complaint with the following power options. In the case of an
installed 802.3af power switch, the bidder must provide an overview of their recommended product.
IP Phone Power Options Required [R], Optional [O] Compliance [Y/N]
Accepts Cisco PoE power from the switch R
Bidder installs 802.3af power from a Mid-Span device in the wiring closet*
O
Local Power with battery backup O
Recommended Voice Terminals – Reception Phone
The bidder must provide a brief description of the proposed Reception Phone and confirm that it satisfies each of the
Phone Attributes Requirements in the Reception Phone column. The bidder must identify any required attributes that
will not be satisfied by the proposed solution. The bidder must also include information on additional design and
feature capabilities and include a photograph of the instrument.
Recommended Voice Terminals – Attendant Station
The bidder must provide a brief description of the proposed Attendant Station and confirm that it satisfies each of the
Phone Attributes Requirements in the Attendant Station column. The bidder must identify any required attributes that
will not be satisfied by the proposed solution. The bidder must also include information on additional design and
feature capabilities and include a photograph of the instrument.
RFP Chatham County DSS
- Page 41 -
Telephony Requirements Details
RFP Chatham County DSS
- Page 42 -
Telephony Requirements Details
VoIP Requirements Details
For each of the VoIP requirements discussed in this section, the bidder is to:
State either the proposed system’s compliance or noncompliance and state whether the feature/capability is standard, optional, or not available.
Provide a brief description of the service or feature
Provide Support for Quality of Service (QoS)
Provide support for the Simple Network Management Protocol SNMP
Provide support for the following IP trunking features
Least cost routing of voice traffic through a corporate intranet
Basic calls with answer and disconnect supervision.
Direct Inward Dial (DID) and Direct Outward Dial (DOD).
Calling name and number
ITU-H.323v4 compatible gateway
ITU-H.323v4 Gatekeeper interoperability (tested with Succession 1000M Signaling Server)
Economical bandwidth use through voice compression
Economical bandwidth use through silence compression
Quality of Service (QoS) monitoring of gateways
Circuit-switched voice facilities fallback capability
RFP Chatham County DSS
- Page 43 -
Telephony Requirements Details
Provide support for multiple Codecs. Describe all Codecs that are supported for VoIP connections
Provide silence compression on VoIP connections to conserve data network bandwidth
Provide echo cancellation capabilities for VoIP calls
Provide a VoIP system that uses a jitter buffer to assist the quality of conversations that may be effected by packet delay
Support for T.38 Fax over IP
Support for local and remote VoIP station-to-station calls using IP sets
Note: if support is offered, the bidder must describe in detail how local and remote VoIP station-to-station calls using
IP sets are managed by the proposed system.
RFP Chatham County DSS
- Page 44 -
Telephony Requirements Details
Application Requirement Details
Voice Messaging
We have provided the table below to help ensure you provide relevant information to bidders for quoting purposes.
Number of
Voice
Messaging
Users
Average
Greeting Length
(in seconds)
Average message
stored length (in
seconds)
Average number of
messages received
per user/day
(Projected)
120
10 30 25
For each of the Voice Messaging requirements discussed in this section, the bidder is to provide a brief description of
the service, feature or capability of their proposed solution.
Describe the interface between the voice messaging solution and the proposed system
Are the system’s channels universal in their application (i.e., can ports be used for voice messaging, auto attendant, fax, etc.)?
RFP Chatham County DSS
- Page 45 -
Telephony Requirements Details
Voice Messaging Capacity
Bidders must complete the table below outlining the capacity of their proposed voice messaging solution.
Maximum Number of Mailboxes Supported Maximum Number of Storage Hours Supported
120 60+
Voice Messaging Features
For each of the features listed below, bidders must state whether it is standard, optional or not available in relation to their
proposed solution. If optional, please state any additional hardware and/or software required. Bidders must also provide detail on
how the system performs the feature by completing the “System performance of feature” column.
Feature Description Standard
Optional
Not
Available
System performance of feature
ANI/CLID The ability to log the incoming call’s
originating number as part of the
message.
Announcement
mailboxes
Mailboxes in the system which are
restricted in their function to only play
recordings and not allow a caller to
leave a message.
Automated
attendant
The ability to route calls from a touch-
tone telephone without the need for
operator intervention.
Broadcast
Messages
The ability to send messages to all
mailboxes on the system.
RFP Chatham County DSS
- Page 46 -
Telephony Requirements Details
Feature Description Standard
Optional
Not
Available
System performance of feature
Call sender Allows the message recipient to
automatically dial the extension
number left in the header of a voice
message.
Class of
service
Allows the system administrator to
program common user parameters and
features for individual mailboxes.
Distribution
lists
The ability to group mailboxes by
common usage for individual station or
system-wide access.
Forwarding Allows a message recipient to send the
received message to another mailbox.
As part of this feature, the sender must
also be able to annotate the message.
Forwarding
denied
The ability for the message creator to
restrict the forwarding of a particular
message.
Header /
Envelope
The system must provide extension,
CLID, name, time of day, etc.
information as a prefix to all messages.
Help The system must have an ongoing help
function, which provides context-
sensitive assistance to the users.
Language
choice
The system must be multilingual.
Please list all languages supported and
whether or not the system has the
ability to present its prompts in
multiple languages on the same system.
Lockout The system must have the ability to
lock mailboxes after a predefined
number of incorrect login attempts.
RFP Chatham County DSS
- Page 47 -
Telephony Requirements Details
Feature Description Standard
Optional
Not
Available
System performance of feature
Message
waiting
indication
The system must provide a method to
light and extinguish message-waiting
lights on both digital and analog
telephones. If message-waiting lights
are not provided, the system must
provide an audio indication, such as
stuttered dial tone.
Multiple
greetings
The system must provide the capability
for users to record different greetings,
which are either enabled automatically
based on the nature of the call (internal
versus external) or on a command
basis.
Passwords The system must provide passwords as
a means of protection of all mailboxes.
Specify minimum and maximum length
of passwords. State whether the system
is capable of forcing users to change
passwords on a predefined time basis.
Receipt
requested
Provides the ability to ensure message
delivery by returning a receipt message
to the sender’s mailbox.
Restore
deleted
messages
Permits the user while in a mail
retrieval session to restore any message
deleted during that session.
Special
handling
options
To assist in message delivery, the
system must allow a sender to mark
their messages as “urgent”, “standard”,
or “private” in order to prioritize them
in the called party’s mailbox.
Timed
delivery
Permits messages to be delivered on a
predetermined time and date basis.
RFP Chatham County DSS
- Page 48 -
Telephony Requirements Details
Feature Description Standard
Optional
Not
Available
System performance of feature
Outcalling Allows the system to notify mailbox
owners of messages when they are off
site. The system must be able to dial
both a telephone number and a pager
sequence for notification.
Guest
mailboxes
The system must have the ability to
provide mailbox users not associated
with the proposed switch.
Voice Messaging Commands
The proposed solution must provide and allow easy access to the following commands:
Delete message
Help
Next message
Play
Previous message
Record
Reply
Restore
Save
Send
Skip backward
Skip forward
Stop
Support for Open Standards
The bidder must describe its support for open standards including a list of messaging clients that can be used with the
proposed solution. For proprietary messaging clients, minimum hardware and software requirements must be
specified.
RFP Chatham County DSS
- Page 49 -
Telephony Requirements Details
Voice Messaging Networking
Various types of voice messaging systems (e.g. Octel, Intuity, PhoneMail, Meridian Mail, etc.) may be utilized at
different company and partner locations. The County would like to explore the possibility of networking these voice
messaging systems together to optimize communications between sites. Describe the networking capabilities
available with the proposed voice messaging solution.
Auto-attendant Services
The proposed solution must support auto attendant functionality, including:
Dial by name and number
Serial Call
Call Answer Disclaimer
Call Distribution to attendants
Night Service
Message Waiting
Through Dialing
Intrusion
Multi-lingual support
Multiple-greeting support based on ANI/DNIS and Time-of-Day/Schedule
Directory Assistance for finding by name or listing all extensions
Nesting: Sub-level menus to direct callers to a specific department or information
Functions as an information desk and can offer answers to commonly asked questions through information-only or message-only mailboxes
RFP Chatham County DSS
- Page 50 -
Telephony Requirements Details
Bidders must confirm that the proposed auto-attendant solution supports the recommended requirements listed in this
sub-section. The bidder must also explain the proposed auto-attendant solution architecture.
RFP Chatham County DSS
- Page 51 -
Telephony Requirements Details
System Management Requirements Details
System Management Overview
Bidders must provide a brief overview of their proposed system management tool.
Administration Tool Requirements
The proposed administration tool must support the following functionalities:
Centralized administration and single point of access to the tool
Intuitive Interface (GUI / Web based)
Ability to administer multiple devices simultaneously
Quick and easy access to all station configuration tables
Valid entry choices
Templates
Batch processing and transactions scheduling
Database import/export
Fast system response to all administrative programming
Open system format (SNMP) in support of converged voice and data communications
The bidder must describe the functionality of their proposed system administration tool in relation to the requirements
outlined above.
RFP Chatham County DSS
- Page 52 -
Telephony Requirements Details
MAC Management
Bidders are required to complete the table below indicating whether the proposed system supports the following
Move/Add Change types and which are considered “hard” (requiring on-premises activity) or “soft” (enabled via
software):
End User MAC Bidder Response (Hard) or (Soft)
Add User
Delete User
Change Existing User Line Appearance
Change Existing User Coverage
Change Existing User Station Type
Change Existing User Class of Service
Relocated Existing User (Internal)
Relocated Existing User (External)
Add / Delete Voice Messaging Access
Reset Voice Messaging Password
System Backup & Restoration
Bidders must indicate the ability of their proposed administration and management tool to support System Backup
and Restore.
Compare Functionality
Bidders must indicate if their proposed administration and management tool supports the ability to compare an actual
system configuration against a configuration stored in the database.
RFP Chatham County DSS
- Page 53 -
Telephony Requirements Details
System Inventory
Bidders must indicate if their proposed administration and management tool supports system inventory functionality.
Patch Distribution
Bidders must describe the ability of their proposed administration and management tool to support patch distribution.
Reports
Bidders must describe the reports available on their proposed administration and management tool.
Configuration Tool – Staging Support
Bidders must indicate the ability of the configuration portion of their proposed solution’s management tool to support
staging.
System Features Configurable from Administration and Management Tool
Bidders must provide a list of features that are configurable from within their proposed administration and
management tool.
RFP Chatham County DSS
- Page 54 -
Telephony Requirements Details
Administration and Management Tool Server and Client Technical Requirements
Bidders must outline the server and client technical requirements for their proposed administration and management
tool.
Administration and Management Tool Security
Bidders must describe the security features that are incorporated within the proposed administration and management
tool solution.
Operating System Management
Bidders must outline the operating system management capabilities of their proposed solution.
Voice Messaging Traffic Reports
Bidders must describe the reporting capabilities of its voice messaging system.
System Diagnostics and Maintenance
This section reviews specific system diagnostic and maintenance requirements.
System Health
Bidders must provide an overview of the system health capabilities of their proposed solution.
RFP Chatham County DSS
- Page 55 -
Telephony Requirements Details
System Alarms
Bidders must provide an overview of the system alarms capabilities of their proposed solution including a listing of
the top alarms available.
RFP Chatham County DSS
- Page 56 -
Telephony Requirements Details
System Security Requirements Details
This section addresses protection of the proposed solution against denial of service attacks, viruses, worms, Trojan
horses, man-in-the-middle attacks, packet sniffing, packet spoofing, password attacks, trust exploitation, toll fraud,
eavesdropping, etc.
Data Network Security Overview
Bidders must provide an overview the data network security inherent in their proposed solution. If applicable, bidders
should also provide examples of best practice design and configuration strategies that they have used in previous
client deployments to improve data network security.
System Passwords
Bidders must describe the password policy of their proposed system administration tool.
Authentication Protocols
Bidders must describe the support and functionality of any authentication protocols available within their proposed
solution.
Account Privilege Support
Bidders must describe any account privileges available within their proposed solution.
RFP Chatham County DSS
- Page 57 -
Telephony Requirements Details
Modem Security
Bidders must describe the modem security functionality of their proposed solution.
File Privilege Support
Bidders must describe the file privilege functionality of their proposed solution.
Toll Fraud Protection
Bidders must describe the ability of their proposed solution to protect against toll fraud.
Wiretapping and Eavesdropping Prevention
Bidders must describe the ability of their proposed solution to prevent wiretapping and eavesdropping.
Sensitive Data Protection
Bidders must describe how their proposed solution works to protect sensitive data.
Security Services Support
For the security services outlined below, bidders must respond indicating the ability of their proposed solution to
support the security requirement and provide a brief explanation of functionality.
RFP Chatham County DSS
- Page 58 -
Telephony Requirements Details
Firewall
SSH
SSL
NAT
VPN
Virus Scanning Software
Bidders must describe any virus scanning software inherent in their proposed solution.
IP Set Security
Bidders must describe how their proposed solution ensures IP set security.
RFP Chatham County DSS
- Page 59 -
Telephony Requirements Details
Environmental Requirements Details
Bidders must complete the tables below outlining the operating specifications of their proposed solution.
Main System Components Proposed Solution Specifications
CPU
Operating System
Physical Specifications
Weight
Operating Environment Proposed Solution Specifications
Operating Temperature Range
Operating Humidity Range
Storage Temperature
Storage Humidity
Vibration
Operation
Packaged Transportation
Mechanical Shock
Packaged Bounce
Regulatory Compliance
Power Supply Specifications
Mounting Options
Integrated OA&M
RFP Chatham County DSS
- Page 60 -
Telephony Requirements Details
Location and Access Requirements
Bidders must explain the location and access requirements for their proposed solution.
RFP Chatham County DSS
- Page 61 -
Telephony Requirements Details
Maintenance and Warranty Requirement Details
Bidders are required to provide a copy of the complete maintenance and warranty agreement as part of the response.
Minimum requirement for the warranty agreement is one-year warranty on all parts of each proposed system included
in this response and associated labor.
Maintenance
Bidders must respond to each of the maintenance terms outlined below.
Note to reps: these responses will be situation dependant.
Makeup and Scope of Maintenance Organization
Bidders must provide an overview of the makeup and scope of the maintenance organization, including:
Number of full time technicians, by state, in the maintenance organization.
Number of part time technicians, by state, in the maintenance organization.
Number of subcontractors utilized (include locations covered by each)
National presence footprint (list all states)
Location of trouble report and dispatch center (city, state) and number of people
Organizational chart of maintenance organization
State whether technicians are unionized. If so, what is the contract renewal date(s)?
RFP Chatham County DSS
- Page 62 -
Telephony Requirements Details
“Business Day” Maintenance Coverage
Bidders must define and describe the options for 8am to 5pm “business day” maintenance coverage for their proposed
solution.
Extended Hours/Days Maintenance Coverage
Bidders must describe all options available for extended hours/days maintenance coverage for their proposed
solution.
Major Outages
Bidders must define their company’s policy regarding major outages, including the definition of a major outage,
response time, and dispatch procedure.
Minor Outages
Bidders must define their company’s policy regarding minor outages, including the definition of a minor outage,
response time and dispatch procedure.
Escalation Procedure
Bidders should provide an escalation procedure flowchart, which includes names, title, telephone numbers and pager
numbers. This flowchart should also include standard timeframes for advancing unresolved problems to the next
escalation level.
Problem Resolution – Manufacturer’s Engineers
Bidders must describe their procedure for involving the manufacturer’s engineers in the problem resolution.
Dispatch Center Location
Bidders must state the location of the closest dispatch center.
RFP Chatham County DSS
- Page 63 -
Telephony Requirements Details
Parts Depot Location
Bidders must state the location of the closest parts depot.
Repair Parts
Bidders must describe their procedures for acquiring repair parts not available in their repair inventory.
System Monitoring
Bidders must respond to each of the system monitoring queries outlined below.
Remote Monitoring
Bidders must state the capabilities of their organization to remotely monitor the proposed solution.
Diagnostic Center – Problem Notification
Bidders must describe the solution’s capability for notifying their diagnostic center of problems.
Diagnostic Center – Problem Resolution
Bidders must define their company’s policy towards resolving problems reported to the diagnostic center.
Remote Diagnostic Facility Location
Bidders must state the location of their remote diagnostic facility.
RFP Chatham County DSS
- Page 64 -
Telephony Requirements Details
Software Maintenance – Updates/Upgrades Policy
Bidders must describe their company’s policy regarding software updates/upgrades to repair ongoing software
problems for the proposed solution.
Multi-year Maintenance Plans
Bidders must describe all options available for multi-year service plans.
Moves, Adds, and Changes (MACs)
This section assumes the following MAC Definitions:
Move, Add, and Change (MAC) consists of vendor-provided labor and materials (to the extent specified for each type of MAC) necessary to implement relocations, additions, and reconfigurations for services described under this proposal. All MACs will be performed to meet the required service levels.
“Soft MAC” is a MAC that does not require a site/office visit. Soft MACs may include remote activations to analog, digital or VOIP sets, disconnects of services, feature changes, and/or record changes, as described in the subsections below. Soft MACs will be coordinated with other service changes when feasible. Soft MACs require remote system access.
"Hard MAC" is a MAC that requires a site/office visit to activate new or modify existing Telephone Service and/or Messaging Service. Hard MACs include technician labor only unless otherwise specified. Hard MACs will be coordinated with other service changes when feasible
Bidders must define the customer procedures for initiating a MAC order.
Soft MACs
Bidders must provide a general estimate of MAC completion intervals for the following software only changes by
completing the table below.
Number of Software MACs Completion Interval
1 to 5 changes
RFP Chatham County DSS
- Page 65 -
Telephony Requirements Details
Number of Software MACs Completion Interval
5 to 10 changes
10 to 20 changes
Over 20 changes
On-site MACs
Bidders must provide a general estimate of MAC completion intervals for the following on-site moves adds and
changes by completing the table below.
Number of On-site MACs Completion Interval
1 to 5 changes
5 to 10 changes
10 to 20 changes
Over 20 changes
MAC Escalation Procedure
Bidders must provide a MAC escalation procedure flowchart which includes names, titles, telephone numbers, and
pager numbers. This flowchart should also include standard time frames for advancing unresolved MAC problems to
the next escalation level.
RFP Chatham County DSS
- Page 66 -
Telephony Requirements Details
Solution Implementation
This section is dedicated to the implementation requirements of the Telephony Enhancement Initiative.
Configuration and Staging
Bidders must outline their configuration and staging capabilities.
Installation and Testing
Bidders must outline their proposed installation and testing process.
RFP Chatham County DSS
- Page 67 -
Telephony Requirements Details
Documentation & Training
Documentation
Bidders must provide a description of the documentation materials that will be provided as part of their proposed
solution, including user manuals, product descriptions and benefits statements, and a proposed distribution strategy.
Training
Bidders must provide a description of their proposed training program (on-site, printed material, online, or other) that
will be provided as part of their solution.
RFP Chatham County DSS
- Page 68 -
Telephony Requirements Details
Solution Pricing
This section is dedicated to the cost of the proposed solution.
User Requirements per Location
Location
#
# of Users # of
ReceptionP
hones
# of
Attendant
Stations
Voice
Messaging
Seat
Licenses
Unified
Messaging
Seat
Licenses
Call
Center
Seat
Licenses
CTI Seat
Licenses
IVR
Channels
1 Main
2 CS
3 SC
4 Annex
Cost of Equipment
Bidders are required to complete the tables below, outlining the detailed cost of the proposed equipment based on the
requirements per location outlined above and within this document. Bidders must state any assumptions that they
have made while developing the costing, and costing must include all of the functionality described in this document
except where exceptions to this RFP have been noted.
Costs must include all materials, labor, engineering, coordination, programming, training, supervision, testing and
any other tasks required to deliver a working telecommunications system in accordance with this specification.
RFP Chatham County DSS
- Page 69 -
Telephony Requirements Details
Note: the “Total” column in the tables below contain addition formulas to allow for easy summation of the costs – to
update the total, right-click on the number and select “update field”.
If this table does not provide enough flexibility or mathematical robustness, bidders may copy the column headers
exactly as shown here and attach a cost spreadsheet or include notes providing further explanation on portions of the
costs.
Telephony Equipment Costs
Bidders must outline the costs associated with the Telephony Equipment portion of their solution, including call
processing hardware and software, voice processing and station feature activation, UPS, station or trunk ports, T1,
PRI, BRI, CLASS/CLID, and CDR.
Item Hardware Cost Software Cost Installation Cost Total
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
Station Equipment Costs
Bidders must outline the costs associated with the Station Equipment portion of their solution, including associated
power supplies, headsets, mounting and headset cords and any other equipment deemed necessary for proper station
functioning.
Item Hardware Cost Software Cost Installation Cost Total
Analog Single-line $ 0.00
RFP Chatham County DSS
- Page 70 -
Telephony Requirements Details
Sets
Courtesy Phones $ 0.00
Executive Phones $ 0.00
Attendant Stations $ 0.00
Softphones $ 0.00
Headsets $ 0.00
Long Mounting
Cords
$ 0.00
Long Handset Cords $ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
VoIP Equipment Costs
Bidders must outline the costs associated with the VoIP portion of their solution, including associated PoE switches,
additional hardware or software necessary for IP trunking between sites, to maintain QoS, or and any other equipment
deemed necessary for proper solution functioning.
Item Hardware Cost Software Cost Installation Cost Total
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by $ 0.00
RFP Chatham County DSS
- Page 71 -
Telephony Requirements Details
bidder as necessary
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
Data and Networking Equipment Costs
Bidders must outline the costs associated with the Data and Networking portion of their solution, including any
hardware or software necessary to enable routing, internet access, modem, etc., centralized applications, multi-site
networking, cable, or and any other equipment deemed necessary for proper solution functioning.
Item Hardware Cost Software Cost Installation Cost Total
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
Application Equipment Costs
Bidders must outline the costs associated with the Application portion of their solution, including any hardware,
software or seat licenses required for proper functioning.
Item Hardware Cost Software Cost Installation Cost Total
RFP Chatham County DSS
- Page 72 -
Telephony Requirements Details
Voice Messaging $ 0.00
Unified Messaging $ 0.00
Fax Messaging $ 0.00
Auto Attendant $ 0.00
CTI $ 0.00
IRV $ 0.00
IVR Application
Builder
$ 0.00
Call Center $ 0.00
Call Center
Reporting
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
Mobility Equipment Costs
Bidders must outline the costs associated with the Mobility portion of their solution, including associated WLAN
handsets, access points, WLAN PC cards, etc, additional hardware or software necessary to enable security, to
maintain QoS, or and any other equipment deemed necessary for proper solution functioning.
Item Hardware Cost Software Cost Installation Cost Total
Item to be filled in by $ 0.00
RFP Chatham County DSS
- Page 73 -
Telephony Requirements Details
bidder as necessary
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
System Management Equipment Costs
Bidders must outline the costs associated with the System Management portion of their solution, including additional
hardware or software necessary for system configuration, administration of applications, MAC management, back-up
and restore, multi-site configuration, or and any other equipment deemed necessary for proper solution functioning.
Item Hardware Cost Software Cost Installation Cost Total
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
Security Equipment Costs
Bidders must outline the costs associated with the Security portion of their solution, including additional hardware or
software necessary for firewall, VPN, etc., or and any other equipment deemed necessary for proper solution
functioning.
RFP Chatham County DSS
- Page 74 -
Telephony Requirements Details
Item Hardware Cost Software Cost Installation Cost Total
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
Training Costs
Bidders must provide detailed cost information in order to meet the system training requirements outlined in this
document.
Training Item Training
Materials Cost
Face-to-Face Cost Other Training
Method Costs
Total
Courtesy and
Executive Station
Training
$ 0.00
Attendant Station
Training
$ 0.00
Voice Messaging
Training
$ 0.00
Unified Messaging
Training
$ 0.00
System Management
and Configuration
$ 0.00
RFP Chatham County DSS
- Page 75 -
Telephony Requirements Details
Training (IT staff)
Call Center Training $ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Item to be filled in by
bidder as necessary
$ 0.00
Total $ 0.00
Solution Costing Summary
Bidders must complete the table below by providing a rolled up cost summary of each of the cost elements included
above.
Item Total Cost
Telephony Equipment
Station Equipment
VoIP Equipment
Data and Networking Equipment
Application Equipment
Mobility Equipment
System Management Equipment
Security Equipment
Training
Total Solution Cost $ 0.00
RFP Chatham County DSS
- Page 76 -
Telephony Requirements Details
Multi-Year Maintenance Plans
Bidders must provide a detailed description (including costs) of the multi-year maintenance plans available and
applicable to their proposed solution.
Labor Rates
Bidders must complete the table below and identify any labor rate differentials based on technician’s skill sets, etc.
Item Rate
Hourly labor rate (business day)
Hourly labor rate (overtime)
Hourly labor rate (weekend/holiday)
Programming (on-site)
Programming (remote)
RFP Chatham County DSS
- Page 77 -
Telephony Requirements Details
Appendix A – Supporting Documentation
LOCATION DIAGRAMS WILL BE EMAILED UPON REQUEST
Please email [email protected] with subject line DSS RFP
RFP Chatham County DSS
- Page 78 -