Monroe County Public Library - Request for Proposal – IP ...
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Monroe County Public Library
REQUEST FOR PROPOSAL
VoIP TECHNOLOGY SOLUTION
November 6, 2013
Prepared by:
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Barb Grothe, IT Consultant
bgrothe@tel-
TABLE OF CONTENTS
1. Introduction
1. Confidentiality Statement
2. System and Microsoft Review
3. Background
2. Terms and Instructions
1. Exhibits
2. Inquiries
3. Submission
4. Evaluation Criteria
5. Schedule of Events
6. Award
7. Insurance
8. Additional Charges-Change Form
9. Materials
10. Installation
11. Damages
12. Equipment List
13. Changes to the Specifications
3. Supplier Information
1. Supplier Overview
2. Corporate Structure
3. Operations Structure
4. Relationship to Manufacturer
5. Corporate Contact
6. Supplier Questionnaire
7. Supplier References
4. Scope Of Work
1. Work Included
2. Telephone Equipment Room
5. System Configuration
1. Configuration Requirements
2. Network Requirements
3. Network Providers
4. End Point Requirements
5. Peripheral Requirements and Applications
6. Technical Specifications
1. General System Requirements
2. System Architecture
3. Capacity
4. Hardware Specifications
5. LAN/WAN Infrastructure
6. Mandatory Software Requirements
7. Enhanced 911 Services Support
8. Operating System
9. IP Phones
10. Attendant Soft Console
7. Applications and Peripheral Systems
1. Voice/Unified Messaging
2. Email Integration
3. Mobility Future Applications
4. Automatic Call Distribution (ACD) for Contact Center
8. Installation and Post Installation Services
1. Database Design
2. Cutover
3. Training
4. System Manuals
5. Supplier Help Desk
6. Removal of Existing PBX Equipment
7. Acceptance
8. Warranty Coverage
9. Service Maintenance
10. Service Handoff
9. Financials
1. Equipment List Schedule A
2. Labor Schedule B
3. Pricing Summary Schedule C
4. Payment Terms and Progress Payments
5. Billing Information
6. Post Warranty Maintenance Pricing Schedule D
7. Purchase Agreement – Exhibit 5
1. Introduction
MCPL is soliciting proposals for a new VoIP (Voice over Internet Protocol) solution fully furnished to meet the specifications detailed in this RFP. The need is to replace two separate end-of-life digital phones system from NEC with one single VoIP system that meets the needs of its two current locations and a potential third library branch. We are eligible for the e-rate pricing. We are interested in purchasing /leasing the new system, but will entertain a hosted/managed solution as well. At the end of this RFP are some additional questions if you are going to price a hosted solution. We wish to keep the dial plan and DID numbers the same. The installation addresses will be:
|LOCATION |MAIN NUMBER |
|State the system make and model proposed. | |
|State the system software release. | |
|How many factory certified technicians do you have on the system proposed? | |
|How many factory certified technicians do you have on the system proposed | |
|within a 100 mile radius of the installation address? | |
|State the total number of certified people in your organization who could be| |
|called on if a serious outage or disaster occurred at our facility? | |
|How many customers do you have with the proposed system within a 100 mile | |
|radius of the installation address? | |
|State the hours service is available for major and minor service calls. | |
|State the address of the service center that will install and maintain the | |
|proposed system. | |
2. Supplier References
MCPL intends to check all references. Please provide the following:
A minimum of three (3) SUPPLIER customer references who are currently using the system proposed submitted as Exhibit 3 at end of this proposal.
4.0 Scope of Work
The required system is a state of the art pure IP Telephony System with all necessary endpoint equipment as itemized in this RFP, capable of meeting the operational requirements of MCPL for the next ten years. The proposed system will be judged on its ability to provide cost effective service without premature obsolescence over the anticipated system life. Equally important will be the SUPPLIER’s ability to provide responsive support throughout the life of the system.
4.1 Work Included
The principal items of work shall include, but not be limited to, the following:
Furnishing and installing a turnkey premise based IP telephony solution and related peripheral equipment as indicated and specified herein, and connecting the system and related peripherals to the existing cabling infrastructure and network. Interfacing the telephone system with the PSTN and coordinating the installation of all required facilities.
The SUPPLIER must provide in the Contract, as a minimum, a one-year warranty on the proposed system(s), labor and those materials and parts supplied by the SUPPLIER. The warranty will cover the SUPPLIER supplied parts, labor, travel and miscellaneous costs. The warranty period will commence the day following the date of System Acceptance.
If the system fails to completely perform in accordance with this RFP and the contract documents, SUPPLIER will take all necessary action, at no additional cost, to restore the system to perform in accordance with the RFP and the contract documents.
4.2 Telephone Equipment Room
The main telephone equipment room is located at MCPL Main Headquarters in the Basement at 303 E. Kirkwood Avenue, Bloomington, IN.
5.0 System Configuration
The specification requires “Equipped”, “Wired” and “Capacity” configurations. “Equipped” means what is available and working in the system without the addition of cards or licenses. “Wired” means what is achievable with the addition of station cards, software licenses, trunk cards, station terminal equipment, etc., only. Therefore, on the day of cutover, all cabinetry, software (except individual licenses), processing and memory required to support the “wired” for configuration is to be installed in the system. “Capacity” is defined as growth without a system/model upgrade.
5.1 Configuration Requirements
Refer to the table below when designing the proposed system.
|IPTS Equipment – Configuration |Equipped |Wired |Capacity |
|IP Station Ports includes Ellettsville | 151 | | |
|Analog Station Ports Conference Star phones |2 | | |
|Announcement Ports | 2 | | |
|PRI Ports | 2 | | |
|Analog/Fax Trunk Ports | 10 | | |
|1 Door intercom to ring receptionist |1 | | |
5.1 Network Requirements
|Network Requirements |Existing |Planned for as part of this project |
|SIP Trunking |None |48 Call Sessions |
|Remote Fiber Module Interface |1 |1 |
|PRI's | 2 | 2 |
|DID's | 151 | 151 |
|Analog for fax | 10 | 10 |
|Internet with Smithville Teleco |50M | 50M |
|Survivable remote at Ellettsville branch | 1 | |
3. Network Providers
MCPL utilizes AT&T for 2 Voice PRI’s, 4 POTS lines at Ellettsville, future SIP trunking and Smithville for Internet Access.
4. End Point Requirements
Refer to the table below for end point requirements.
|End Point Requirements |Quantity |
|IP Telephones – small | 20 |
|IP Telephones – mid | 96 |
|IP Telephones – large | 15 |
|IP Wireless Telephones | 2 |
|IP Wireless Accessory Packs | 2 |
|Analog conference star phone with speakerphone | 2 |
|Attendant – Soft Consoles | 2 |
|Headsets | 2 |
| |141 |
| | |
5. Peripheral Requirements (Applications)
Refer to the table below for configuration requirements on peripheral and application systems.
|Peripheral Equipment |Equipped |Wired |Capacity |
|ACD Agent Seats | 50 | | |
|ACD Supervisor Seats | 4 | | |
|ACD Groups | 4 | | |
|Other | | | |
6. Technical Specifications
6.1 General System Requirements
State-of-the-art, pure IP technology that supports IP enabled connection and IP peer to peer switching that connects endpoints directly to each other through the network. Proposed system must be the most current system model including hardware in release at the time of installation. System must be able to network to other same-type systems using standard protocol to share coordinated dialing plans and centralized integrated systems such as Voice and Unified Messaging, and Automatic Call Distribution solutions. In the event that the proposed system is not in general release at the time of the Bid, SUPPLIER shall so inform MCPL and identify all known enhancements, upgrades or new product offerings to be included in the proposed model. System must be an unsupervised, premise-based solution purchased for a lump sum cash price.
2. System Architecture
System must be an open standards-based solution, able to support a converged network, with the following attributes:
A single managed infrastructure
Integration to Microsoft Lync and Microsoft Exchange 2010
Converged desktop applications
A solution that seamlessly integrates all components
A solution that reduces operational costs and delivers new-age features
A solution that could integrate to Google Apps and Mail in the future if the Microsoft platform is replaced in the future. State here if you can integrate to Google Apps/Mail in the future.
3. Capacity
State the port capacity of a single system. Describe how the system can be expanded through networking of other same systems and state the maximum capacity for networked systems. Do networked systems of the same type perform seamlessly as one system from a coordinated dial plan and service feature perspective? Can networked systems share resources and centralized applications?
4. Hardware Specifications
Provide the hardware specifications of the proposed system below
|Specifications | |
|Introduction Date | |
|Processor Type | |
|Memory | |
|Operating System | |
6.5 LAN/WAN Infrastructure
MCPL’s current LAN/WAN infrastructure are comprised of HP switches:
|Location |Name |Model # |Version |
|IDF A Server Room |MCPL-ASA |Cisco ASA 5505 |9.1(1)4 |
| | | | |
|IDF A Server Room |SW1-A |HP 5406ZL |15.10.0009 |
|IDF A Server Room |SW2-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF A Server Room |SW3-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF A Server Room |SW4-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF A Server Room |SW5-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF A Server Room |SW6-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF A Server Room |SW7-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF A Server Room |SW8-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF A Server Room |SW9-A |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF B |SW1-B |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF B |SW2-B |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF B |SW3-B |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF B |SW4-B |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF C |SW1-C |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF C |SW2-C |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF C |SW3-C |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF D |SW1-D |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF D |SW2-D |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF D |SW3-D |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF E Ellettsville |SW1-E |HP V1910-24G-POE |CMW520-R1111P02 |
|IDF E Ellettsville |SW2-E |HP V1910-24G-POE |CMW520-R1111P02 |
| | | | |
|IDF C |IndianaRoom |Cisco Aironet 1142 | |
| |B Closet |Cisco AirNet 1142 | |
|Vans | |
|Vlan 1 |Default |
|Vlan 5 |HR |
|Vlan 10 |Staff |
|Vlan 15 |StaffWiFi |
|Vlan 20 |Servers |
|Vlan 25 |Patrons |
|Vlan 30 |PublicWiFi |
|Vlan 172 |Voice |
|Vlan 250 |DMZ |
|Vlan 254 |Management |
Describe the minimum IP switch and router requirements the proposed solution requires and if any change recommendations you propose. MCPL already has QOS and POE switches installed.
6.6 Mandatory Software Requirements
Describe any mandatory software requirements of the proposed system required to meet the total requirements of this specification including any Applications Database software, desktop software and any integration software for Email Server, MS Unified Messaging – Email Integration.
6.7 Enhanced 911 Services Support
Calls from inside the premise to the public Emergency service number (in the US and Canada this is 911) outside the premise must also ring on the property attendant console and up to 10 additional endpoint locations.
The SUPPLIER is required to provide the capability to transmit the station number originating the emergency calls to the Emergency Center location outside the property, if required by the local authorities. Is E911 service provided integral to the call-processing platform or via additional servers or add-on hardware? Describe any additional hardware and software costs and any additional licensing requirements for E911 users. Describe the systems ability to trace and record malicious calls, if available.
8. Operating System
List the latest released versions of the operating system(s) supported by the proposed solution.
9. IP Phones
Features required
Phone System Functionality and Features
|Feature |Required |Desired |State if Standard |
| | | |or Optional |
|A single phone system for the Main Library and Ellettsville Branch. |X | | |
|Phone system should be easily expandable for a third location |X | | |
|Options for locations without computers (if system is VoIP) |X | | |
|Ability for both locations to utilize the same phone system while retaining their existing |X | | |
|direct dial numbers | | | |
|Automatic Call Distributer (ACD) and hunt groups to distribute calls to multiple phones. |X | | |
|Call distribution options should include (1) linear distribution, (2) distribution based on | | | |
|the longest amount of time idle, and (3) ability to ring all extensions at once. | | | |
|Ability to “log in” and “log out” of ACD calling groups. |X | | |
|DAY and NIGHT modes or equivalent. NIGHT mode forwards all direct lines to our main line |X | | |
|when we are closed so that all publicly listed lines lead to the after-hours recording on | | | |
|the main line. | | | |
|Ability to exempt some direct lines from forwarding to NIGHT mode. |X | | |
|Automation of DAY and NIGHT modes (or equivalent) based on time and day of week. |X | | |
|Ability for manual control of DAY and NIGHT modes as needed. |X | | |
|Ability to determine whether another phone extension is busy or in use |X | | |
|Call pick-up: Ability to pick up calls ringing on another phone extension using a feature |X | | |
|code. | | | |
|Call pick-up: Ability to answer calls sent to another phone in the same calling group using |X | | |
|a feature code | | | |
|Phone system time updates automatically and adjusts with Daylight Savings Time. |X | | |
|Phone system interface allows the phone system administrator easy access and control over |X | | |
|the phone system settings through a centralized management console. | | | |
|Ability to administer the system and all its locations remotely: Phone system settings are |X | | |
|accessible off-site. | | | |
|Individual users are able to adjust basic settings for their own extensions. |X | | |
|Ability to automatically route or forward calls based on a schedule we define based on day |X | | |
|of week and time of day | | | |
|Ability to easily manually forward lines when the need arises outside of automation rules |X | | |
|Enhanced 911 (e911) |X | | |
|Four-digit dialing between internal extensions and between multiple sites |X | | |
|Option to dial three-digit external numbers like 211, 311, etc. | |X | |
|Call statistics: Track the number of incoming calls | |X | |
|Call statistics: Track calls forwarded by the auto-attendant | |X | |
|Call statistics: Track calls manually forwarded to other extensions | |X | |
|Call statistics: Length of wait in queue, time line is occupied, etc. | |X | |
|Analog extensions for faxes and other equipment |X | | |
|Faxing applications offered through the phone system | | | |
| | |X | |
|Faxing applications: Receive incoming faxes through email. | |X | |
|Faxing applications: Scan or browse files to send faxes. | |X | |
|Emergency notification: Ability to discretely contact Security staff via a radio, cell | |X | |
|phone, pager, etc. | | | |
|Record-a-call functionality so that individual extensions can record calls as needed | |X | |
MCPL has categorized its IP telephone set requirements with the following minimum requirements:
Small: 9 Fixed or Virtual Function keys, 4 programmable line and/or feature keys
Medium: 11 Fixed or Virtual Function keys, 8 programmable line and/or feature keys
Large: 11 Fixed or Virtual Function keys, 16 programmable line and/or feature keys
Fixed or Virtual Function keys must include the following:
Hold
Transfer
Speaker On/Off
Redial
Conference
Recall
Microphone
Additional minimum requirements include 3 line by 24 characters Liquid Crystal Display (LCD) and full duplex speakerphone with ring volume control and Message Waiting Indication.
Provide feature and design information on the proposed IP telephone set types below.
|IP Telephone Specifications | | | |
|Feature |Small |Mid |Large |
|Number of Fixed or Virtual Function Keys | | | |
|Number of Programmable Line and/or Feature Keys | | | |
|Fixed or Virtual Function Key: Hold | | | |
|Fixed or Virtual Function Key: Transfer | | | |
|Fixed or Virtual Function Key: Conference | | | |
|Fixed or Virtual Function Key: Redial | | | |
|Fixed or Virtual Function Key: Recall | | | |
|Fixed or Virtual Function Key: Speaker On/Off | | | |
|Fixed or Virtual Function Key: Microphone | | | |
|LCD | | | |
|Adjustable LCD Display | | | |
|Backlit Display Compatible | | | |
|Brightness/Contrast Control | | | |
|Full Duplex Speakerphone | | | |
|Ring Volume Control | | | |
|Headset Compatible | | | |
|Power Over Ethernet provided at switch | | | |
|Desi-Less No labels on phones | | | |
|Available Colors | | | |
|Message Waiting Indicator | | | |
|Name/Model of Phone being proposed | | | |
|Built- In Wall Mount Unit | | | |
10. Attendants - Soft Console
Indicate how the proposed system meets the Attendant – Soft Console
Feature requirements below.
|Attendant - Soft Console |Comply/Does Not Comply |Standard or Optional |
|Blind and Screened Transfer | | |
|Transfer to Extension, Cell, Home or Voicemail | | |
|IP Mobility for telecommuters and mobile attendants | | |
|Different greetings/displays for DID's | | |
|Cancel/Set call forwarding for other stations | | |
|Cancel/Set DND for other stations | | |
|Configurable Night Station and Announcements | | |
|Call Park | | |
|Park/Join | | |
|Call Hold | | |
How many Attendant Soft Consoles can the proposed system accommodate?
MCPL will provide the Hardware for the Attendant – Soft Consoles. Provide the minimum computer requirements below.
|Attendant - Soft Console Requirements |
|Processor | |
|Memory | |
|Hard Drive | |
|Operating System | |
|Web Browser | |
|Web Server | |
|Other Requirements | |
7. Applications & Peripheral Systems
7.1 Email Integration
Can the proposed system integrate with MCPL’s MS Exchange 2010 Email Server? If so, include the integration as part of the turnkey solution. If not, state so here and provide alternatives email view solutions.
Voice Mail – Presently we have an AVST Call Express system for voice mail. This will be replaced the newer proposed voice mail. We would like to be able to automate some of the manual call forwarding we do on a daily basis. For instance, our receptionist forwards our main line to the Circulation “renewals” line at 5:00 every day and then removes the forward every weekday morning.
Voicemail, Greetings, Auto-Attendant, and Other Recorded Messages
|Feature |Req |Desire |State if Optional |
| | | |or Standard |
|Auto-attendant with the ability to forward callers to reception, other extensions, ACD |X | | |
|groups, voicemail, and other recorded announcements. | | | |
|Auto-attendant with the ability for callers to dial extensions directly during the message. |X | | |
|Auto-attendant: Office staff should be able to easily modify the message as needed. |X | | |
|System greetings that follow date-based rules for night and holiday messages. |X | | |
|System greetings can be used at multiple sites (Main Library, Ellettsville Branch, and a |X | | |
|possible third location) | | | |
|System override for emergency messages: This message would override all date-based greeting |X | | |
|rules until removed. | | | |
|System override for emergency messages: Ideally, this message could be set up to expire so | |X | |
|that we don’t have to manually remove it if we know ahead of time when the override should | | | |
|end. | | | |
|System override for emergency messages needs to configurable remotely by calling the phone |X | | |
|system. | | | |
|System override for emergency messages applies to all locations. |X | | |
|Voicemail at all locations |X | | |
|Voicemail messages should be accessible remotely. |X | | |
|Voicemail messages should provide a date stamp at the beginning of messages. | |X | |
|Message waiting indication needs to work with phones at all locations. |X | | |
|The message waiting indicator should disappear after new messages have been listened to | |X | |
|once. | | | |
|Ability to record “Out of Office” greeting |X | | |
|Out of Office greeting does not overwrite the user’s standard mailbox greeting. |X? |X? | |
|Voicemail requires a password for access. |X | | |
|Visual voicemail | | | |
|Replacement option for recorded “all lines busy” messages that are currently stored on phone|X | | |
|system voice cards and play when no one is immediately available to answer the call after a | | | |
|preset number of rings. | | | |
|Easy ability to rerecord “all lines busy” messages. |X | | |
|“All lines busy” recordings that offer options for callers (leave message, forward to |X | | |
|another line, etc.) just like the auto-attendant message. | | | |
|Unified Messaging: Ability to receive an alert in email when a voicemail message is waiting |X | | |
|in Exchange 2010. | | | |
|Other Unified Messaging features |X | | |
2. Mobility Integration
MCPL presently has limited Wi-Fi capabilities at MCPL Corporate utilizing two Cisco Airnet Wireless Access Points.
The overwhelming trend in voice communications is towards wireless devices, particularly smart phones. It is reasonable to expect that the MCPL will want increasing voice mobility over the next 2 years.
Provide local phone portability within certain departments using DECT or WiFi cells within the department. Provide seamless fixed / mobile functionality so employees can seamlessly move from desk to cell phone and visa-versa.
Require cell phone twinning capability. This is a future requirement
Require MS Lync UC Client integration on Smart-phone.
Mobility: Providing access to communication and information seamlessly for mobile personnel.
|Capability | |Provided? Yes/No |Additional costs to provide |
| | | |(servers, licenses, |
| | | |professional services, etc.) |
|Cell Phone Twinning (see definition below) |Desired | | |
|Cordless/DECT Phones: Used to allow mobility for |2 Desired | | |
|users in a common area or who are not always seated| | | |
|at desks | | | |
Cell Phone Twinning is defined as the ability to ring a user’s desk phone and cell phone simultaneously, with unanswered calls going to the voice mail on the corporate telephone system. This feature must also allow the user to switch between the desk phone and cell phone seamlessly, without the caller being aware of the change. End users must be able to control the number that the desk phone is “twinned” to, the timing of the feature, and be able to activate and deactivate it.
3. Automatic Call Distribution (ACD) for Contact Center
ACD Group 1: Adult Fiction and Reference Services 812-349-3228
Handled by Adult and Teen Services: 21 stations
4 phones in group are located at the public desk
16 staff desk phones are in the group (including room 244).
1 phone is located in the intern area.
Despite the number of phones in this large group, a much smaller number of phones are logged in at any given time. The four desk phones may all be logged if four people are actually stationed at the desk, and staff members working in back are able to log in to help out when they see their phone’s red light flashing for a while. So there is the possibility of a fifth or sixth person logging in, but I am not sure how often people in back answer the phone even if they have the ability to do so. There seems to only be one to three people in the back staff area at any given time.
ACD Group 2: Checkout and Renewals 812-349-3090
Handled by Circulation department: 14 phones in group 2.
Regardless of where the phone is located (public desk, drive-up, supervisor desk, etc.), only one phone is ever logged in at once. Sometimes supervisors also answer as back-up. The person handling renewals calls is generally working on another task. Sometimes the person is working on items in the exceptions bin, evaluations items, or in an office if one of the supervisors is taking the calls. The number of phones and consistency of phone programming in Circulation allow the clerk who is scheduled to handle calls to sit in a number of locations and work on a variety of other things. Flexibility is key for this area. In both of the above groups, calls arrive at the phone that has been idle the longest whenever multiple users are logged into phones.
8. Installation and Post Installation Services
8.1 Database Design
When creating the customer site database, SUPPLIER will submit the forms to MCPL to conduct endpoint reviews, otherwise referred to as “station reviews” with designated department personnel to receive input for customization. The database record must be maintained throughout the project in Excel format and include the following, at a minimum:
- Extension
- IP address
- First and Last Name
- Building
- Floor
- Department
- Function or Title
- Name Display Data
- Restriction Service Class
- Service Feature Class
2. Cutover
It is the SUPPLIERS responsibility to write the proposed cutover plan and submit it to MCPL. Please describe your cutover plan here.
8.3 Training Please describe the training offered for the new system, whether or not there is an additional cost for it, and whether it occurs on-site, online, or both.
1. Please describe System Administrator training:
2. Please describe end-user training and/or “train the trainer”:
3. Other training, if applicable:
4. Phones are an essential communication tool for daily operations. Please describe strategies for end-user training that occurs before the actual implementation of the new system.
1.
• The MCPL will assign a project manager to this installation. This project manager (B. Grothe) will be the main point of contact concerning all areas of the installation of this system. The MCPL project manager will be empowered to resolve disputes and make decisions about any changes to the implementation plan or technical aspects of the system. The MCPL project manager will be the liaison between the SUPPLIER and MCPL personnel... We also want to ensure that the supplier will work with us to make sure training is customized for our specific implementation of their system. So we wish for them to consult us and work with us even if they provide the training. It would also be great if the supplier can provide electronic copies of their materials so that we can add MCPL-specific information to them or reuse the images they’ve included.
The vendor is also required to name a project manager. The vendor project manager must be empowered to make changes and decisions about the installation. The project manager must have the authority to resolve disputes, resource issues, or any scheduling difficulties. Project implementation meetings will be held regularly in order to ascertain project status and resolve any areas of misunderstanding that may occur. The project manager will be required to attend such meetings, (which may sometimes be conference calls) and provide updated plans and schedules. Written status reports that include completed items, planned activities and potential problems or delays will be required from vendor in order to keep all involved parties abreast of the installation.
All work must be conducted in a professional and orderly manner.
Work to be performed outside of normal business hours must be approved (by the MCPL) at least one day in advance of the work to be performed.
The selected vendor must run tests, provide configuration plans for VoIP QoS, and then retest after configurations have been implemented.
Training must be comprehensive and cover all functions and procedures necessary for operation of the new system at the user and System Admin level. Training materials, such as instruction manuals, quick reference charts and cards, overlays and reference manuals must be supplied in the quantities associated with relevant Schedule A endpoints and systems and must become the property of MCPL.
3. System Manuals
SUPPLIER is required to provide one full set of System Manuals, including copies of all User Guides, Installation and Maintenance Guides, Features and Specifications, Programming Manuals and Troubleshooting Help Guides as part of the turnkey solution.
4. Supplier Help Desk at Cutover
SUPPLIER must provide an on-site Help Desk for MCPL just prior to, during and after cutover. The Help Desk must be manned during the entire cutover and for the first two full business days (8:00 am to 5:00 pm) of new service until System Acceptance and Service Handoff is complete.
5. Removal of Existing Endpoints
SUPPLIER is to replace all existing telephone sets with the new endpoints associated with Exhibit 2. Removed sets will be placed at a location designated by MCPL. SUPPLIER is encouraged to propose options to MCPL on any alternative they have for recycling the old system whether that be through trade-in, resell in part or whole or donation to charitable causes.
6. Acceptance
SUPPLIER is responsible for the system, as proposed, being installed to MCPL’s satisfaction. Prior to System Acceptance, SUPPLIER must complete the following:
Test all functions at each endpoint as programmed per the
Approved database.
Ensure all trunking and equipment is routed per MCPL’s
Functional requirement and all local telephone company lines are
Identified.
Number and/or IP address for every station and trunk.
Provide MCPL with complete user instructions electronically used for
training purposes. Provide a training log of all users who
attended training classes. Ensure all peripheral system interfaces are tested and working properly. Ensure all system Auto Attendant and ACD announcements
messages are recorded per the approved scripts.
7. Warranty Coverage
SUPPLIER must have a maintenance office and technician in the county (or nearby) of MCPL’s facility.
Emergency response terms must be defined so that the SUPPLIER must dispatch and be on site within 2 hours of live notification if emergency condition cannot be corrected remotely. Failure of the SUPPLIER to respond to an emergency within the prescribed amount of time shall obligate the SUPPLIER to provide MCPL two (2 hours of non-repair related free labor for every hour beyond the two hour minimum requirement that it takes the SUPPLIER to respond.
Emergency conditions must include any trunk group outage in excess of 25%, any data group or endpoint outage in excess of 25%, any Attendant Console outage, any Executive Office endpoint outage, Voice Mail System Failure, ACD system failure or any other outage that severely impacts MCPL’s normal business operations.
Non-emergency repair response terms must define that SUPPLIER must dispatch and be onsite within 48 hours. In all emergency conditions, SUPPLIER must log into the affected system remotely, if possible, within 30 minutes of notification. SUPPLIER must provide a one year warranty on all material and labor supplied with the proposed system.
8. Service Maintenance
Provide the contact information for MCPL’s local service office below.
|Service Contact |Local no. |Toll Free No. |Fax No. |Email |
| Customer Service | | | | |
|Service Escalation Contact |Local no. |Mobile No. |Fax No. |Email |
| Service Mgr’s name | | | | |
Describe your procedures for resolving trouble issues, including any on-line visibility to open service tickets, MAC orders, etc.
Provide service rates for work not covered by the warranty, such as Moves, Adds or Changes, here.
|Service Labor Schedule | |
|Regular Rate Per Hour | |
|Overtime Rate Per Hour | |
|Holiday Rate Per Hour | |
|Trip Charge | |
|Training Rate Per Hour | |
|Remote Rate Per Hour | |
|Minimum Billing Charge - On Site | |
|Minimum Billing Charge - Remote | |
9. Service Handoff
Prior to system acceptance, SUPPLIER must schedule a Service Handoff meeting to be conducted at MCPL’s facility with participation from MCPL’s Project Manager. The purpose of the meeting will be to transfer knowledge and responsibilities from the SUPPLIERS Project Manager.
9. Financials
9.1 Equipment Schedule A
The Equipment Schedule is referred to as “Exhibit 2”. SUPPLIER must include all material components that will be included in the total turnkey system as part of this Exhibit 2 in the example format provided below or obviously use your own format. Below is an example of what we are looking for so we can decide if we certain items or not. Provide a cumulative total at the bottom for each cost column.
|Exhibit 2 | | | | |
|Part Number |Description |Quantity |Unit Cost |Total Cost |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
2. Labor Schedule B
The Labor Schedule is referred to as “Schedule B”. SUPPLIER must include a not too exceed estimate for all labor required to deliver a turnkey solution in the format provided below. Provide a sub total for the hours and cost columns at the bottom.
|Schedule B | | | |
|Labor Type |Hours |Unit Per Hour |Total Cost |
|Project Management | | | |
|System Design & Database | | | |
|Programming | | | |
|Training | | | |
|Other | | | |
|Sub Total | | | |
3. Pricing Summary
Provide a summary of all cost elements in the format provided below.
|Pricing Summary | |
|Material Total |$ |
|Labor Total |$ |
|Training Total |$ |
|Shipping Total |$ |
|Tax Total |$ |
|Other |$ |
|Contract Grand Total |$ |
| | |
4. Payment Terms and Progress Payments
SUPPLIER agrees to the following payment terms:
15% upon Contract Execution (Deposit)
30% upon delivery of all material
40% upon Cutover
15% upon System Acceptance
MCPL may withhold payment or any portion thereof, if:
Work is found defective and not remedied.
MCPL or another party is damaged by an act for
which the SUPPLIER is responsible.
Reasonable evidence indicates that the work cannot be
completed for the unpaid balance of the contract price.
SUPPLIER fails to carry out the work in accordance with
the contract documents; or, SUPPLIER is not entitled to
payment in the amount requested.
Progress payments do not indicate acceptance of any work not in accordance with the contract documents.
5. Billing Information
SUPPLIER must send invoices to the following: Vanessa Schwegman.
Each progress payment due, subsequent to the initial deposit payment, shall be invoiced separately in accordance with the payment schedule as listed above not later than the 5th of the month for payment by the 10th of the following month.
9.6 Post Warranty Maintenance Pricing Schedule D
SUPPLIER is to include maintenance pricing for years 2-5 as part of their proposal herein referred to as Schedule D.
|Maintenance Coverage |Year |Cost |
|24 x 7, all parts and labor |2 |$ |
|24 x 7, all parts and labor |3 |$ |
|24 x 7, all parts and labor |4 |$ |
|24 x 7, all parts and labor |5 |$ |
|8 - 5, Monday through Friday, all parts and labor |2 |$ |
|8 - 5, Monday through Friday, all parts and labor |3 |$ |
|8 - 5, Monday through Friday, all parts and labor |4 |$ |
|8 - 5, Monday through Friday, all parts and labor |5 |$ |
|Equipment Only |2 |$ |
|Equipment Only |3 |$ |
|Equipment Only |4 |$ |
|Equipment Only |5 |$ |
Provide a copy of your standard Maintenance Agreement, submitted as Exhibit 6
6. Purchase Agreement
Provide a copy of the standard Purchase Agreement, submitted as Exhibit 7.
Conclusion
MCPL wishes to thank all participants who took the time to respond to this RFP and for wishing to do business with MCPL. It is MCPL’s intent to form a long lasting, mutually beneficial, business partnership with the selected SUPPLIER.
Summary of Exhibits
EXHIBIT 1 Standard Change Order Form Section 2.8
EXHIBIT 2 Suppliers’ Customer References Section 3.7
EXHIBIT 3 Proposed Network, Schematic Section 7.1
EXHIBIT 4 Sample Installation Plan Section 9.1
EXHIBIT 5 Supplier Recommendation for
Removal of Existing PBX and
Related Equipment Section 8.6
EXHIBIT 6 Standard Maintenance
Agreement Section 9.5
EXHIBIT 7 Standard Purchase Agreement Section 9.6
______________________________________________________________________________
[pic]
Request for Proposal November 6, 2013
Hosted/Cloud Unified Communications
and Collaboration Solution
Please answer the following questions, only if you are proposing a hosted solution
1. Are you a broker for services, or is your model direct delivery?
2. If multiple Vendors are involved, will one have prime responsibility?
3. Which carriers have a physical presence in your data center?
4. Describe any additional or complementary services you can provide as an extension to your CaaS service
5. Vendor has been an authorized distributor of the proposed cloud-based solutions for a minimum of six months and preferably one year or more. The Vendor must have full authorization and support from the manufacturer of the core solution.
6. Vendor must employ (have on direct payroll or contract) a minimum of two software engineers certified on the proposed core products.
7. Vendor is authorized to do business in Indiana and has, or will obtain, the necessary licenses, registration and permits.
a. Service-Level Agreement
8. The Vendor must provide a Service Level Agreement (include with the proposal as an attachment) that addresses each of the following:
Latency
Packet delivery
Response time for repair
Alarm response
Definition of major and minor alarms
Monitoring for carrier local loop
Monitoring for any on-premises equipment
Security protection of Monroe County Public Library data
Frequency of software upgrades
Policy for software patches
9. State the Vendor’s guaranteed service response time for a:
Major alarm
Minor alarm
Standard service request
10. Describe maintenance/troubleshooting operations.
11. If there is an alarm at the Vendor’s site, how is Monroe County Public Library notified?
12. What is the process for software upgrades, and how are customers notified? How is interruption of service avoided? Do you offer the flexibility for individual customers to stay on an older release if needed or desired?
13. What security measures will be taken to protect Monroe County Public Library data?
14. Describe the tools you use for deployment management.
15. How long does it take to deploy (both the initial services and subsequent additions or changes)?
16. How do you handle service requests? What types of online tools exist for reporting and tracking troubles, change requests, etc.?
17. How are moves, adds, changes, and deletes (MACDs) for end users handled? Do you provide an administrative interface for customer administrators to self-manage these? If so, describe the portal or other access tool that is available to customer/location administrators and/or end users to modify their services. Are there any charges associated with user-managed MACDs? What are the costs, if any, for MACDs that are completed by remote Vendor personnel?
18. For the network services, how is support and troubleshooting handled? Will you coordinate all service work? Do you have the means and knowledge to provide end-to-end testing?
19. What are the options and ability to add additional features and capabilities? What is the policy toward implementing the manufacturer’s upgrades? How do you decide when and if to upgrade or enhance the solution when the possibility exists? Do you allow or support any third-party enhancements to the solution?
20. What types of performance monitoring tools are included? Do you have direct access to those tools and reports? Can you get proactive notification of service events, alarms, and other exception events?
21. Are any other management tools provided, such as online access to billing, usage reports, etc.? Describe the portals available to obtain such information.
Use the following charts to provide pricing for the initial quote for initial sizing
|Site One - Bloomington |Quantity |Notes |
|Local ISDN-PRI Spans | | |
|Local SIP sessions (simultaneous capacity) | | |
|Local Analog Lines (carrier circuit) | | |
|Analog Extensions | | |
|Basic IP Phone – single endpoint per user | | |
|Advanced IP User (UC features) – one endpoint | | |
|Advanced IP User – multiple devices / endpoints | | |
|Softphone (no set) users not in above | | |
|Operator / Receptionist Positions | | |
|Contact Center Agent (Sets and Licenses) | | |
|Contact Center Supervisors (Licenses) | | |
|Site Two - Ellettsville |Quantity |Notes |
|POTS Lines | | |
|Local SIP sessions (simultaneous capacity) | | |
|Fax Lines | | |
|Basic IP Phone – single endpoint per user | | |
|Advanced IP User (UC features) – one endpoint | | |
|Softphone (no set) users not in above | | |
| | | |
Desired / Planned Deployment
The following is the planned deployment phasing, including growth:
| |Year1 |Year2 |Year 3 |Year 4 |Year 5 5 |
| |1111 | | | | |
|Total number of users on system(s): |152 |152 |167 |167 |182 |
|Number of locations on system(s): |2 |2 |2 |3 |3 |
|Number of users to be moved to hosted solution during the year shown: |0 |15 |0 |15 |0 |
|Number of locations to be moved to hosted solution during the year shown: |0 |0 |0 |0 |0 |
|Number of new users (not migrating): |0 |0 |0 |0 |0 |
|Number of new locations (not migrating): |0 |0 |0 |0 |0 |
|Number of legacy systems that new hosted solution must interoperate with: |0 |0 |0 |0 |0 |
Pricing
Pricing Table 1: List all one-time charges. Mark “N/A” or “Waived” where appropriate.
|One-time Charges |Qty. |Item |Total |
|Core Service Offering | | | |
|Data Center Provisioning | | | |
|Carrier Circuit Installation | | | |
|On-site Equipment | | | |
|Sets (if purchased) | | | |
|Miscellaneous Hardware | | | |
|Software (such as SDK) | | | |
|Professional Services | | | |
|Integration Components | | | |
|Third-party Installation Fees | | | |
|Professional Services for Third-party Vendors | | | |
|Other (define): | | | |
|Sub-Total | | | |
|Sales Tax (where applicable) | | | |
|TOTAL | | | |
Pricing Table 2: List all recurring monthly charges. Mark “N/A” where appropriate.
|Recurring Charges: Monthly service fees | | |Total |
|Core Service Offering | | | |
|Annual maintenance on Purchased Equipment | | | |
|Per user fees - basic user | | | |
|Per user fees - advanced user | | | |
|Per call center agent fee | | | |
|Per call center supervisor fee | | | |
|Per videoconferencing Virtual Meeting Room fee | | | |
|Mobility or remote user fees | | | |
|Carrier circuits (MPLS, T1, etc.) | | | |
|Trunk ports or SIP sessions | | | |
|Toll-free numbers | | | |
|DID numbers | | | |
|Gateways and other hardware | | | |
|Sets (if leased) | | | |
|Software applications | | | |
|Storage Fees | | | |
|Third-party integration fees | | | |
|Other (Define): | | | |
|Sub-Total, fixed recurring charges | | | |
|Excise tax, FCC fees, etc. | | | |
|Sales Tax (where applicable) | | | |
|TOTAL | | | |
Pricing Table 3: List all usage based charges, along with rates.
|Usage Based Charges |$$ |Rate |
|Moves, Adds, Changes, Deletes | | |
|Long Distance Costs | | |
|Other (specify): | | |
Additional Pricing Options
Provide below any pricing options, special offers, financing, promotions, or MJPA or e-rate discounts, or for trading-in any legacy equipment not otherwise described within the RFP response.
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