6 supervisors and about 35 agents recording and how many total users.

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1 PROCUREMENT MANAGEMENT DIVISION City of North Miami Beach N.E. 19th Avenue, Room 315 North Miami Beach, FL DATE: Monday, April 30, 2018 TO: FROM: ALL BIDDERS Meghan Bennett, Purchasing Supervisor RFP NO.: TITLE: VoIP Phone System SUBJECT: Addendum No. 2 Deadline for receipt of Bids: Thursday, May 31, 2018 This Addendum is and does become a part of the RFP No VoIP Phone System A. Deadline for submission has been extended until Thursday, May 31, B. Answers to Request for Information. Question How many SIP trunks and where will they 1. be located? Is there a breakdown of devices and users by site? (e.g. IP phones, Analog devices, etc.) Does the EOC have its own phone system? How many data center will there be for redundancy? How many agents and supervisors will be part of the ACD queues? Answer The Sip trunks should be located at City Hall At least enough SIP trunks to host a minimum of 70 concurrent calls city wide. See questions They use the same system as City Hall, Avaya IP phones with analog phones for back up. 2 data centers Estimated at ~35 agents and 6 supervisors split between 2 call centers Police and Customer Service See questions for phone types 6. Are there desired quantities of phone types? Please list by site. 7. Describe who will be using the Call 6 supervisors and about 35 agents recording and how many total users. 8. Do all location have POE to support the Yes. phones? 9. Is the LAN configured for QOS? No. 10. Is the WAN configured for QOS No. 11. Are POE switches available for all locations Yes. in scope? 12. Make/Model of the LAN switches? Meraki POE Switches. 13. Make/Model of the WAN routers? WatchGuard Make/Model of Wi-Fi infrastructure and Meraki access points? 15. Make/Model of firewall? WatchGuard 4600

2 Will City Hall and Police Station remain the MAIN sites for the proposed VOIP solution (i.e. voice gateway, servers, SBC's)? Which locations will require survivable routers (in the event of a WAN outage)? Which locations will not require survivable routers (in the event of a WAN outage)? How many PRI circuits from AT&T terminate at City Hall, and the Police Station? How many SIP trunks (IP Flex) and SIP sessions will be ordered from AT&T? How many 1FB lines terminate at each location? How many Centrex lines terminate at each location? How many analog ports for fax machines per location? How many analog ports for phones per location? How many analog ports for modems per location? Need to interoperate between proposed solution and Siemens, Avaya and SMB Lucent? Make/Model of the Push-To-Talk Radio Systems? Make/Model of the Valcom overhead paging Yes. An additional site can be considered for a survivable router/system node. The Water Utility plant Police, City Hall and Water Plant Preference is for survivability at all sites during Wan outages, but locations above carry priority. Centrex Analog Lines will remain with current vendor - SunCom 2 NONE New PBX will replace ALL No connectivity to this system will be required at all. The paging system is not Valcom It s a Ducane 250 system. system? 29. How many voic users? Minimum Basic/Standard VoIP phone = Executive level VoIP phone = Video VoIP phone = Not required 33. Multi-line Sets = For receptionist or such YES TDB 34. Expansion port for peripherals = YES 35. Wireless Phones = If Available Yes - TBD 36. Bluetooth capable phones = If Available Yes - TBD Conference phones - Wired and Wireless Wired = 37. = Wireless = 38. Soft Phones = 50 licenses Wired and wireless Headsets = Wired = Wireless = Example of Business Tools Integration? N/A How many year s retention requirements for 7 years 43. Archive and Audit trail? Make/Model of KOVA KORP Verint? 5000 Series Verint Media Recorder v Series Verint TLR Recorder v5 KOVA 1u Verint Media Playback Server v5 Managed Service Provider, What pricing 3yr with support included. 45. terms are required? 1yr or 3yr? How many agents (concurrent) licenses How many supervisor (concurrent) licenses Approximately 35 Agents split among 2 separate Approximately 6 Supervisors divided between 2 required? required? call centers. call centers Page 2

3 Does your city by chance have a VMware installation of some sort that you are aware of? Does the city have MPLS circuits between all of your locations. If so, how much bandwidth. Can you send the phone system configuration per location, included how many phones and how many T-1 have? Will the city award points for local businesses or minority businesses? Does the City require enhanced Call Detail logging with departmental, and scheduled reports? Is the City looking to integrate it's existing Call recording solution with the new system or are they entertaining quotes for a replacement product? Can the City provide a diagram identifying network connectivity between sites? Is the the City or the Proposer responsible for the removal/disposal of legacy PBX equipment (servers, controllers, Phones)? The City does not have any VMWare installations, we have Hyper-V. No MPLS This is planned for in an upcoming upgrade to our WAN infrastructure Sending the phone configuration per site is not possible at this time. See questions for phone types No. YES for Call Centers. Reports can be on demand for the rest of the City. The City is looking for a system that includes the call recording capabilities for its Water utility customer service center. Otherwise, the Police department uses Kova Korp and are happy with the solution, but are open to a built in solution if it meets their needs. YES The City is prepared to dispose of the old system. However, if a vendor proposes a solution which includes disposal and possibly some credit for the old system, the City will be open to this proposal. YES 54. Can the City provide a site-by-site requirements list including: 55. Number and Type of phones required per See questions site 56. Number of analog devices (fax, Modem, teletype) devices per site 57. Number of Valcom Controllers per site We have 1 unit serving the Police department site 58. Identify if the site will require remote site See questions survive-ability Bond Question - There is a reference to a No, a bid bond is not required. 59. Bid Bond in Section 1.8 but no requirements anywhere. Do they require a bid bond? How many data centers does the City The City has two Data centers. One at City Hall and one 60. operate? Is it possible or preferred to have at the Police Department. It is acceptable to distribute all equipment in multiple locations for the equipment to achieve redundancy redundancy concerns? Do all telephone locations have the required structured cabling in place to support a VoIP system? Are all data switches in place today providing PoE to power the VoIP phones? Who will be responsible for adding or replacing any cabling that does not support VoIP telephony requirements? Will the City NMB be responsible for the location and termination of all service provider circuits to be in close proximity of vendor Gateways or SBC units? Yes, however if a site requires a cabling upgrade the City is prepared to do so to accommodate this project. Any wire work would be handled by the City thru an outside vendor The City is in the process of upgrading its switching infrastructure to Meraki PoE switches at all their sites The City will handle any wiring upgrade necessary for this project The SIP trunk provider will be required to terminate at the City Hall Telco room or Data center. Whichever is selected to host the phone system Page 3

4 What type of data circuits is the city using to connect the different locations? Is there sufficient bandwidth between the locations to support VoIP between locations? Who will be responsible for ordering and communication with the service provider in the effort to convert from PRI to SIP connectivity? Is the vendor to supply the new SBC units as part of the proposal? If so what SIP or call capacity will be required at the different locations? Will the service provider be terminating all SIP circuits in one or more locations? How many SIP sessions per location are going to be ordered for the new service? How many total PRI and other telco connections are in service today? Is each site required to be a survivable site? Is the Police Department and EOC going to reside on the new system, or are they on their own system? Please provide details on how this is to be handled. Please be descriptive on the vision of the platform that the City NMB wants to see in the future. Is one platform for all services preferred, or would separate UC and contact center systems be of interest? Which option is preferred? Please describe the vision for this requirement: Analog extensions for failover and EOC Please describe the AT&T Crisis Link. How is it used today, and what is the vision for the future? You want the ability to transfer down lines to analog phones. Please describe the vision of this request in detail. Currently there is a broadband fed VPN based network. The City is working to upgrade to a fiber based network Locations are fed by 100/20MB Broadband, which is slated for upgrade to a fiber based network The City will designate a project manager for this. The vendor should provide their own designated person to work closely with the City to accomplish a smooth transition from PRI to SIP The City will require the ability to have at least 70 concurrent calls on the new VoIP system. The system will feed all City locations. Individual site call capacity can be discussed at the time of configuration See question 64 See question 68 At minimal, City Hall, the Police department and our City Water Utility need to be survivable sites. The preference is for all sites to be independently survivable The Police department will be on the same system as the rest of the City. They have unique communication needs that can be handled thru the proper configuration of the new system. Additionally, they run an EOC which serves the cities in the northern part of the County. This EOC center needs to have survivability so they can fulfill their role as EOC. Besides VoIP stations there needs to be analog based phones available in the event of a system failure. The NMB PD runs a call center (non-911) which takes calls from the local residents and calls transferred from the County 911 system. They use an AT&T service called Crisis Link which allows the forwarding of all calls to backup phones (cell based or analog) in the event of a phone system failure The preference is for one system to handle all. If that solution does not exist in the market place, the City would consider separate call centers Analog phone would sit side by side with the VoIP stations at EOC. The analog phones would be used to maintain communications at the EOC in the event of a VoIP system failure. These analog lines would have the main EOC numbers forwarded to them by the SIP trunk vendor until such time as deemed necessary. Crisis Link is a proprietary service offered by AT&T used to forward critical Police call center lines in the event of a VoIP system failure. The discussion about this service would be more SIP trunk vendor centric. Answer not available Page 4

5 Please describe the meaning and requirement for Compatibility with audio log (KOVA KORP Verint). Please provide the number of users that will be located at each office, building, park facility or any other place where phones will need to be provided. Please provide a breakdown of the number of VoIP phones required for each of these locations. Please provide a breakdown of the number of analog phones required at each of these locations. Is there a requirement for overhead paging at each location? How many zones per location? Do the UC or business users have DID numbers for the individual users, or do all calls go through the IVR/AA? Questions pertaining to the Automated Attendant and IVR: Are there any self-service requirements? If so, please describe in detail. How many different AA/IVR menus are in place today and how many will be in the new system? Will the new system require a full re-design of the AA and IVR, or will we use the existing system as a pattern to be transferred to the new system? How many layers deep are your IVR/AA menus? Are there integrations to any back office business systems or CRM systems that are required for system operation or any type of screen pops for the agents? Please list and describe in detail any integrations and how the integration or information will be used in the system. Are there any requirements for speech recognition of text-to-speech features? The conversation regarding the integration of this service needs to happen between Kova Korp and the selected vendor. See question See question We are working to secure an accurate total at this time. YES Only one location. The Police department would like to integrate their existing paging system We currently have approximately 130 DIDs assigned to users at this time. That number is likely to increase with the installation of the new VoIP system Need more details regarding this question. YES The existing IVR can be used as a template but there will be substantial modifications made to that template. 90. Is recording of the IVR/AA required? YES 91. Is reporting on the IVR/AA activity required? These reports would show which menus are used and so on. Need more information regarding this question Questions pertaining to the contact center: You state you have 2 contact centers. Please name and describe each one. How many contact center agents are in each contact center? See question 4 See question 40 Page 5

6 Do the agents handle calls only? If not calls only, what other channels are they processing today? Is there an interest in processing other channels such as , faxes, SMS, Chat or social media through the contact center? How many workgroups are in each of the data centers? Is there any automated outbound dialing required in the system, either agent oriented or agentless? What is the purpose and how is it used? Does the automated outbound dialing use scripting for the agents? Are there call or screen recording requirements for contact center agents? Is the Police department and the EOC considered part of the contact center? Will The City of North Miami Beach be sending out required quantities of all locations so this bid can be configured? a. How many total call center agents..what location do they reside at? b. How many call center supervisors? c. How many IP endpoints at each location? What type of telephones.i.e 8 button, 16 button, 32 button? d. How many Unified Communications users? Where are they located? e. What locations require analog stations? f. Where do the SIP trunks terminate? Will The City of North Miami Beach send out details of existing data network? Does city have PoE switches in place today to support VoIP? What level of redundancy/failover is required? Should we assume City Hall and PD serve as primary redundancy locations? a. Cold standby? b. Active standby? c. Geo redundant? Is virtualization for call processing/applications desired? Are we able to schedule a site visit to view your current telephone system(s)? What type of network infrastructure does the City currently have? Will the current infrastructure support VOIP? What type of network firewalls are currently being used in the city (if any)? What are the YES if feasible without adding recurring costs 1 per center YES The EOC is a separate operation and is not run as a call center. This inquiry is answered by various questions in this addendum No blanket document will be issued. If we can, we will provide specific details that may be required but not answered in this document See question 62 The assumption is correct. Police should be the active stand by. We can designate the Water Utility Plant as the Cold standby. See questions for more details. Virtualization is acceptable as part of the overall solution. The City prefers a Hybrid solution. Yes. Broadband with VPN Working to implement Fiber Network interconnecting all sites. Not without some changes. IT is working towards those changes. WatchGuard 4600 Page 6

7 security policies currently in place regarding SIP? Is there Multi-Protocol label switching in place? Is there a WAN (wide area network)? Are there QOS policies in place in order for network's ability to achieve maximum bandwidth? Will the city be providing the Sip carrier or will the Vendor need to provide this service? How many Direct inward dialing are there? Are there any direct lines currently? Policies can be modified to new system s requirements. There will be once the Meraki switches are installed. Yes. No. City will seek a vendor to provide it. The City has approximately 400 DID s in its inventory, which it will keep. We have approximately 130 DID currently assigned. Yes Is there currently any segmentations in the Network? 115. If necessary, will any upgrades to the Yes. infrastructure be allowed? Is it possible to be provided with the 116. information regarding the type OI network hardware and capabilities? 117. Can we receive a Breakdown of extensions See question How many at each site? 118. Are we allowed to provide a different Yes. solution than Avaya and Cisco? What type of phone are you using on the The request for proposal is for new equipment, Avaya Aura System? Also, would you be the City does not want to reuse handsets or any 119. open to reusing some of the old Avaya Avaya hardware. phones or would you like to go all new handsets? Of the 500 employees and contractors N/A mentioned above, approximately how many 120. use a computing device for a material portion of their day-to-day responsibilities? A computing device may be a desktop computer, laptop, ipad, etc Will a CSR (customer service record) be That information will be provided at the provided? appropriate time Is the City currently under contract with No active contracts at this time. voice (LEC)? 123. Will the City be providing current phone YES directory? Will the City be providing current Call Center At the appropriate time to assist in the 124. and other department call flow diagram or configuration of the new system documentation? 125. Will the City be providing current hunt group Further research is required to produce this documentation? information Will the City be providing current call Q At the appropriate time to assist in the and skill set documentation? configuration of the new system 127. What is MOD scheduling? N/A 128. Which vendor is being used for Click to N/A See question 27 Talk? Page 7

8 129. How many zones are being used for Not know at this time. overhead paging? 130. Which vendor is being used for Video None at this time. Conferencing? Page 33 Sec C of the RFP mentions YES See question number NMBPD Specific Features Will a list of the features be provided? 132. Is there CAT5 or CAT6 drops (RJ45 jacks) YES at each location where a phone is needed? 133. Are network switch POE (power over YES ethernet)? 134. What is the AMP output per port for current We use Meraki PoE switches. POE switches? 135. Will the number of network port support the YES ports needed for the phones? 136. What type of router are currently in the See question 134 above & 15 environment (Brand/Model) 137. What type of Firewall are currently in the See question 15 environment (Brand/Model) 138. Will the City Network Engineers be available to make changes if needed (VPN, VLAN)? 139. What software is the City using for Outlook client for Office 365 Please provide a Network Diagram showing 140. all sites; including address, main phone number, users per site with a breakdown of administrative, office no administrative users Please a description of the network fabric at all the locations; include cable type to each site (Cat 5, Cat 3), name and model of switches including PoE and if fabric can support QoS Please provide name and title of person confirming cable Please provide a description of phones at each location; analog, digital, model name and number Please provide a description of the desired Enhanced Business Continuity capabilities to support City operations, including Police, Water Utility and Public Works and EOC (Emergency Operation Center) AT&T Crisis Link compatible will an alternative be sufficient if SIP trunking is utilized? Please provide detail defining integration with future application such as: Interoperability with Push-To-Talk Radio Systems (Please provide System Details and inter-operability requirements Open Architecture for future non-identified applications We will work with PBX vendor to make any necessary changes. We are working on this document and will be posted as an addendum soon. The network for the phone system will be Cat5 and above using Meraki PoE switches See question See questions 16, 17 & 18 The police department will consider an alternative that provides the same functionality, reliability and cost as the current solution. No longer needed Page 8

9 Please provide detail paging description; number of locations that require paging, how paging is integrated currently, model, make and total count of paging equipment in place today at each location, number of zones at each location using paging Phone System Application for (Computer) Integration - Business Tools Integration please provide a detailed description of your requirements Extension Outlook Integration define what the city means by this integration Call Capture Features Define what the city means by this feature NMBPD Specific Features Please provide a list of the desired features Compatibility with audio log (KOVA KORP Verint) Please provide a description of compatibility or integration required Please provide the following information regarding the call center requirements at the NMB Water Operations: Hours of operation Number of agents, supervisors per shift How many groups are in center today Please describe how agent training is accomplished Do you forward to an external answering service Paging is installed. We only need some form of integration with the current system. See question 28 At this time we know we need a UC client for the desktop to be used by secretaries, administrative assistants and clerks who need to answer multiple line and for power users. If there is a UC integration with OFC 365 outlook the City would like to take advantage of this feature. Call recording and collection of other call data including any meta data. For their Phones, Police Call center desires the following at minimum: Phones must ring back after a few minutes (3 minutes) if placed on hold. Ability to place calls on hold, transfer and conference. Ability to see specific lines on hold. Ability to pick up other lines than the one selected. Separate rings (internal and external). Automated call list (FHP, MDPD, FDLE) Ability to view call history Caller ID Headset connection When conferencing callers, ability to release call in the middle without disconnecting others. Intercom capability Compatibility with audio log (KOVA KORP Verint) See question 77 The following apply to the PD call center Hours of operation 24 hours Number of agents, supervisors per shift 3-4 per shift, 1 supervisor each shift How many groups are in center today clarify Please describe how agent training is accomplished generally phone training is completed in-house Do you forward to an external answering service no Page 9

10 Number of call paths how is the center reached today Current metrics for measuring performance, list all reports utilized How do you identify callers today Are you handling voice only today or do you route , chat the same way a voice call is handled What self service applications do you utilize today Do you utilize screen pop for agents today What is the application that resides on the agent desktop today to manager customer data Describe your CRM package Is it a local client connected to a back end data base, or web interface to a hosted server Currently do you survey callers Do you use wrap up codes or matter codes Do you currently have an Integrated Voice Response (IVR) application Number of call paths how is the center reached today via two main lines and (we also have back up lines) Current metrics for measuring performance, list all reports utilized performance of phone operation is measured during annual evaluations (once trained, there are usually no issues) How do you identify callers today by asking their names (we have caller ID, but it is not always accurate and names do not come up) Are you handling voice only today or do you route , chat the same way a voice call is handled voice What self-service applications do you utilize today More details needed to answer this. Do you utilize screen pop for agents today no What is the application that resides on the agent desktop today to manager customer data Describe your CRM package n/a Is it a local client connected to a back end data base, or web interface to a hosted server N/A Currently do you survey callers no Do you use wrap up codes or matter codes no Do you currently have an Integrated Voice Response (IVR) application clarify Can we get a list with the following details for each location? Location name, Street Address, X handsets, X users, X conference phones, X analog stations, X fax stations, type and qty of trunks (PRI or POTS), etc? We have different types of licenses, and need to determine how many of each are required to meet the requirements. We also need to know how many SIP trunks to quote, which sites they should be at, and if all sites have PoE switches in place. Does the city have overhead paging in place at any of the locations? This inquiry is answered by various questions in this addendum Only the Police department Page 10

11 Can you provide a network diagram explaining data network connectivity between the various locations? Need to know bandwidth and network connection type. Our solution offers several levels of redundancy and failover. Can the city elaborate on which sites require redundancy and what the expectations are? For Call Center, how many agents and how many supervisors? Does Call Center need to be redundant? Can we propose both a hosted and a premise solution (two separate responses)? When proposing a premise solution, we re unclear on how to complete the pricing sheet as currently formatted. With a premise system there will be a one time up front capital cost, plus annual recurring cost for support and monthly recurring cost for SIP trunks. Is the following format for pricing summary acceptable? Up front capital cost Recurring annual support (years 1-5) Recurring monthly charge for SIP trunks Grand total for five years including capital costs, support and trunking Are the existing three phone systems integrated together to allow extension dialing between them or are they just separate systems without integration? Does the existing Siemens Hi-Path 4000 have any spare PRI ports or can it support SIP trunking for PBX integration with the new proposed phone system? Are the PSTN lines connected to the SMB Lucent system PSTN trunk/pots lines? Is the assumption that with the new phone system, the City will be moving to SIP PSTN services or should the proposer plan to support the existing PRIs and POTS lines in use today with the new phone system? If SIP PSTN services will be utilized with the new phone system, how many concurrent SIP calls should be supported? Is the Police or dispatch using a different system as opposed to the one of the three phone systems listed in the RFP? If so, will To be provided when ready See question 16, 17, 18 See questions 5, 7 A hybrid solution would be preferred, but we can accept a proposal(s) which includes both scenarios. YES, the format is acceptable. However the SIP trunking should be proposed separate from the system YES full integration exist The Siemens system will be replaced as part of the purchase of this new system. No integration will occur. The Lucent system phone lines (2 analog lines) will be ported and absorbed into the SIP trunks The goal is to move to SIP trunk and away from PRI altogether. At least 70 concurrent calls city wide at minimum. Availability for extra capacity during emergencies, such as hurricanes is desired. One system for all. Page 11

12 that system continue to be used and require integration with the new phone system? If integration with the new phone system, what integration options are supported by that system? Can you provide total phone count required to replace the existing phones and meet requirements of the new phone system? Can you provide a breakout of phone count by functionality needed? How many conference phones? Is there a number of phones that only need 2 programmable line buttons vs. 4 or more? How many phone models require the ability to add a key expansion module? How many phones require a video camera? Etc.. How many of the following phone types need to be included: a.basic/standard VoIP phone (how many programmable line keys?) b.executive level VoIP phone (how many programmable line keys?) c.video VoIP phone (how many programmable line keys?) d.wireless phones e.phones with key expansion module capabilities f.conference phones g.softphones h.phones that support Bluetooth i.wired headsets j.wireless headsets Can the City provide a total analog station count that will need to be supported by the new phone system and a breakout count per location? If headsets are required, can you provide a total count of required headsets and features and functionality that need to be supported? (Wired or wireless headsets, length of time on battery, etc.) How many unique call center agents are required with the new phone system? See question See question See question YES See question Page 12

13 How many concurrent call center agents are required with the new phone system? How many call center supervisors are required with the new phone system? How many groups/departments will utilize the contact center solution? How many call center queues will need to be implemented with the proposed solution? Does the call center solution need to integrate with any databases or third party systems? If so, can you please provide details of those databases or third party systems and how that is done today? How many phones/users require to be licensed for call recording? For the proposed call recording solution, on average, can you provide the estimated statistics on the following: a. Number of calls a day? N/A All agent phones N/A b. Average length of calls? Does the City want proposers to include a fax solution that supports fax to ? The RFP mentions support of four languages. In what manner does the phone system need to support those languages? Text on the phones, auto attendant and/or call center IVR prompts, etc? How many existing paging systems does the new phone system need to integrate with? Can the City provide the model of the paging systems and how many zones are in use on each? Could the City please clarify the meaning of Call Capture Features? Is there a requirement for attendant console functionality for receptionists or operators? If so, how many concurrent attendant consoles should be included? Can you explain the analog extensions and failover process required for the EOC? Does the existing switching infrastructure provide PoE? Will the existing switching infrastructure support PoE phones for the total phone count? How many phones require a power adapter? The City would be open to a Fax to solution Disregard this requirement. It will no longer be required. English is the only language we will need implemented on the new system 1 system. Unknown zones See Question Yes at least What model of switches are in use today? Meraki 190. Would the City prefer to migrate over to the new system, groups users/phones at a time or is there a requirement to cut over to the TBD EOC telephone numbers are forwarded to analog numbers by SIP vendor when a system failure occurs. YES No power adapters should be needed Page 13

14 new system all within one maintenance window? Does the E911 solution also need to support tracking of phones by location, 911 call notification, and 911 dispatch callback to the same phone that placed the 911 call? Can you provide clarity on the follow features: a. NMBPD Specific Features What are the Total number of call center seats and shifts Can you provide a Breakdown of Equipment needs and quantity of each phone needed? What business tools do you plan to integrate? Can you provide type of integration needed and desired outcome of operation by each business tool and its integration? Can you provide details on paging system used today, i.e. analog or digital, make and model number of equipment? Can the AT&T Crisis Link be replaced if the replacement meets or exceeds criteria of the AT&T Crisis line? Can you provide more details on wanted integration for push to talk walkie talkies, such as an example use case, and how it would be tied to system/call flow? How many PRI circuits are being replaced with SIP? Are some of those PRIs to the ILEC and required for 911 use? What are the current costs for telephony support and administration that we would have to reduce? Are we to be working with the legacy systems directly to eliminate PBX contracts? Will the cost of eliminating these contracts need to be included in the proposal(s) as the new providers responsibility? How many PRI circuits are being replaced with SIP? Are some of those PRIs to the ILEC and required for 911 use? What are the current costs for telephony support and administration that we would have to reduce? Are we to be working with the legacy systems directly to eliminate PBX contracts? Will the cost of eliminating these contracts need to be included in the proposal(s) as the new providers responsibility? What are the requirements of AT&T Crisis Link to be compatible? No 911 solution in place. We use the County 911 See question 72 N/A See question 153,154,155 See questions NONE See question 77 See question 75 Disregard this requirement. It will no longer be required. See question 75 Page 14

15 Are there any specific operational risks that need to be specifically addressed? c Are there any specific devices that are in mind for bring your own device compatibility? d What are the current Push-To- Talk radio systems that are used to confirm compatibility with? e Will an API interface meet the requirements of open architecture? If not, is there more detail that can be given on this request? A.5 Is this in reference to the autoattendant language options or will the provider need to provide personnel support for these languages? A.11 Will these need to be portable or installed to a single location? A.21 Would you define the function of this feature? A.29 Would you define the function of this feature? A.40 Which business tools are used to provide integration for? A.41 Will this integration be for softphones or all VOIP extensions? Would you define any specific integration features you are looking to achieve? A.47 Would you define the function you are looking for with this feature? A.51 Would you define what you mean by by Tag? A.52 What will be the quantities of each style of phone? It is understood that wireless phones and softphones will not have 10/100/1000 network switches by design? How many phones will be powered over ethernet compared to powered directly from a wall outlet? A.57 Which paging system is being used to confirm compatibility? A Will all non-wireless phones have working ethernet ports at each location? Which party is responsible for installing any needed ethernet ports? Disregard this requirement. It will no longer be required YES Disregard this requirement. It will no longer be required. English is the only language we will need implemented on the new system Single location for the most part. But one or two portable units may be required. Click to dial from Outlook contacts is desired. Disregard this requirement. It will no longer be required Ability to filter granularly with reports. See question See question 77 See question Are Wireless conference phones required? Desired but not required 222. Ability to restrict long distance dialing via a code / is this necessary for a solution that does not differentiate local and long distance based usage? If there are no charges for long distance calling, we do not need to block LD by code. However, if the capability exist for billable LD or internationally LD calling Then it must have code based restrictions for cost allocation and tracking purposes. Page 15

16 Caller ID Routing is required - please explain what you want to achieve with this feature? Call Recording and Playback Features, Archive and Audit Trail is required - please explain what you want to achieve with this feature. SIP & RTP traffic capture - can we show you how to capture SIP/RTP at your location or provide the captures upon request? Please clarify what we are supposed to support integrating with Pus-to-Talk radio. Disregard this requirement. It will no longer be required Quality of service monitoring from Call center supervisors. N/A 227. BLANK Does the Police Department EOC have a YES 228. separate set of requirements versus the other locations? What is the current interface with the AT&T See question 75 CrisisLink system? (Analog, SIP?) How 229. many concurrent calls does it handle? How is it currently integrated? In what circumstances would Automatic Hotline Calling be used? What is the functionality required? What are the NMBPD-specific call capture features sought? Is the KovaCorp Audiolog currently implemented? Is it the intended call recording system and if so, what would be the interface requirements? Can you give provide a network diagram for each location? Do you have internet connections and data wiring at the Parks? Do you use multiple ISP s and/or internet connections at your key locations? Are you actively using SDWAN, internet failover or some other technology to maintain a maximum of internet up time? Can you explain your current strategy and plans on this? Can you group your extensions and users by needs and usages? Example/reasoning the phone and service for a phone in the concession stand in a parks and rec location is going to be different than the mayor s office, and different versus EOC. As part of the UC features you are looking for is compatibility? Page 33 B13 you state Archive and Audit trail, is this like cradle to grave reporting of call flow, or user action reporting, Access reporting and Auditing or what? Can you be more specific? Disregard this requirement. It will no longer be required Disregard this requirement. It will no longer be required See question 77 N/A Yes Yes we have failover to broadband at this time. The network is slated to be upgraded. YES That kind of segregation will be done via phone selection. i.e. Executive vs. Standard phones, etc. Question is unclear. Need clarification to answer. See question 224 Page 16

17 Can you describe the process the city has taken to define the needs in this RFP? What type of research was done? Did the city do any proof of concepts or demos of phone systems as part of the forming of this RFP? If so can you explain? Can you provide details on number of PRI circuits? Can you provide costs of PRI s and what is included in that cost such as out bond long distance or other features? How many Centrex 1FB lines and what are the costs associated with those including features? Are you interested in the phone system integrating with Door Access control and/or security systems? What type of CRM, ERP, or other internal software system would you want the Phone system to integrate with? Example in the call center when a call comes in it auto opens items in a certain app that has things like account data or customer information. N/A No POC was done No ALL OTHER INFORMATION REMAINS THE SAME Page 17