ADDENDUM NO. 1 TO REQUEST FOR PROPOSAL NO VoIP PHONE SYSTEM

Transcription

1 FOR THE BOARD OF TRUSTEES OF METROPOLITAN COMMUNITY COLLEGE ADDENDUM NO. 1 TO REQUEST FOR PROPOSAL NO VoIP PHONE SYSTEM This Addendum No. 1 is issued on January 7, 2019 to modify the previously issued RFP documents and/or given for informational purposes, and is hereby made a part of the RFP documents. All other information on the original RFP document will remain the same. This Addendum No. 1 contains 7 pages in total. Questions and Answers Q1: Must we accommodate all request 100% and if so and we can t meet all requirements, are we disqualified from the bid? A1: No, respondents do not have to provide all components. Respondents shall specify which components are provided and which components are not provided. Q2: What level or specific integration with Microsoft 365 is MCC looking for? A2: Provide the options your firm supports for integration with Office 365. If there are differing costs for each integration, detail those out in your submittal. Q3: Will MCCKC accept and review bids that do NOT have faxing included? A3: Yes. Q4: Does MCC have current SIP or PRI Carrier Contracts? If so, when do they expire? How many DID s? A4: PRI Carrier Contracts that expire in April DID s. Q5: Does MCC own the current Cisco Call Manager? If so how many Licenses? A5: MCC owns the current Cisco Call Manager. The number of licenses unknown. 1

2 Q6: Can MCC Provide Licensing reports for CUCM, Unity & CUCX? A6: That information is not available. Q7: Does MCC want to reuse any of the existing handsets? Maybe in file rooms or other miscellaneous? A7: No, this is not required. Q8: Do you want Local Survivable Gateways at each of your five sites? A8: No, this is not necessary. Q9: Why are you switching systems now? Is there something that your current solution is not providing? A9: System is old and needs upgraded. Q10: Please describe your WAN and how all sites are connected. A10: All connections are Gigabit. Q11: What does your Virtual Environment look like? Can we utilize your Virtual Environment for the Core Communications Server platform? A11: Our Virtualization environment cannot be used. Q12: Are you looking for a true Contact Center Solution? If so, how many Contact Center Agents and Supervisors do you need? A12: 50 agents and 5 supervisors. Q13: What type of internet circuits do you have to each location, and who is the provider? Also what is the Bandwidth? A13: UPN is provider to BR, LV and AC. MW uses Google Fiber and BT piggy-backs off of BR. All connections are gigabit. Q14: Will we be allowed to use your in place internet and WAN? A14: Yes. Q15: How many minutes of local calling do you currently utilize for all of your locations? A15: This information is unknown. Q16: How many 24-Button Expansion Modules would you like? A16:

3 Q17: Would you like any conference room telephones? If so, how many? A17: Currently standard desktop phones are used in the conference rooms. Other information is currently listed in the RFP. Q18: Does your current network support SDWan? A18: No. Q19: On jj-ii IVR interactive voice response are you asking for voice recognition to route calls or for the system to read back responses from an outside database based on input from the caller. A19: Voice recognition is not necessary. Responses would only be used to route calls to appropriate user/queues. Q20: On (oo) (i) 3 you ask What is the average setup time for the supporting backend system? Could you elaborate on what you mean by backend systems? A20: Backend systems are the servers and etc. you use to support the solution. Q21: Concerning Item (jj) Call Center capability, Item ii.1:.is speech recognition a requirement for the IVR? Or is DTMF tone selection (options 1-9,*#) sufficient? A21: Tone selection is sufficient. Q22: Concerning Item (iv) Business Value, No. 1: How many years would you like the TCO calculated for? Or would you like this as an annual cost? A22: Calculate it for the term of the contract. Q23: Please elaborate on what information is being requested for Design and Features. A23: Include list of features and overall design in your submittal. Q24: Please list the physical locations (addresses) where phones will be installed, including the number of phones, fax lines, and analog lines needed at each location. A24: MCC does not want to replace fax lines with new fax lines. We want a fax solution that does not require fax lines. Analog lines are not included in the current RFP. Numbers below are approximate for IP phones 1) 3200 Broadway, Kansas City, MO 64111: 242 2) MO-78, Independence, MO 64057: 150 3) 1775 N Universal Ave, Kansas City, MO 64120: 137 4) 500 SW Longview Rd, Lee's Summit, MO 64081: 268 5) 2601 NE Barry Rd, Kansas City, MO 64156: 211 6) 3201 SW Trafficway, Kansas City, MO 64111: 504 Q25: What is the connectivity between locations? A25: Gigabit MPLS. 3

4 Q26: Which facilities would be deemed primary and secondary data center locations for MCC? A26: Only one data center at 3200 Broadway. Q27: Are analog/fax lines consolidated to a centralized wiring closet, or in disparate locations? A27: Not applicable. Q28: What telecom service provider is currently in use, and what handoff is provided? A28: AT&T for PRIs. Q29: How many phones require call recording? A29: Would like option for all phones but the Call center agent and Police dispatch phones are the minimum requirements. Q30: How many mobile users will be using the system? A30: Information is unknown. Respondents shall supply price per mobile user with submittal. Q31: How many users require SMS sending? A31: Information is unknown. Respondents shall supply price per SMS sender with submittal. Q32: How many users require intercom? What is the desired maximum number of users in one group? A32: MCC does not have phone paging or intercom system right now. Respondent shall state if the proposed system could provide intercom for emergency messages in their submittal. Q33: What is the desired maximum number of simultaneous inbound/outbound calls (i.e. call paths)? A33: Currently have 6 PRIs so that gives us 138 inbound/outbound simultaneous calls. Q34: How many total voic boxes are required? A34: Approximately Q35: Will the call center script be accessing any databases or 3 rd party systems? If so, please provide technical details. A35: No. Q36: How many efax users/numbers are desired? A36: Minimum of 130 to replace what is currently used. 4

5 Q37: Will the use of computer assisted attendant software be desired? If so, how many seats are required? A37: Not familiar with computer assisted attendant software terminology. Unable to answer. Q38: Is your platform 100% Office365? A38: Yes. Q39: In a hosted phone system scenario is your desire that the vendor will handle manage day to day manage of the hosted phone system? a. For example: Moves/Adds/Changes/Disconnects Applications, upgrading, software stack, trouble shooting assigning phone numbers/extensions etc.? b. Proactive Monitoring, service desk, incident & problem mgmt., carrier incident mgmt.., release mgmt.., performance & capacity, configuration mgmt./backup, video, A39: a. Yes, but MCC shall have some capabilities also. b. Yes. Q40: Do you like your current Cisco phone system? Do you have a preference to stay Cisco? A40: There is no preference on the phone system. MCC wants the best system that meets our needs. Q41: When talking about intercom endpoints, what does this refer to? How is this used today? How do you envision this working going forward? A41: We would like to be able to do emergency announcements over phone speakers. Q42: Is there a specific type of headset that you are looking to us? A42: No. Q43: Call Center questions a. How are wallboards used today? b. What information do you have listed on them A43: a. In Call Center. How many calls are incoming, abandoned, connected, agent status, etc. b. See above. Q44: What is referred to by limit what items user can change on scripts? A44: We want to be able to have some of the users change things like voice prompts, but not edit the whole script. 5

6 Q46: When you refer to call whisper, how do you use this today? How do you see this functioning on the new system? A46: Ability for supervisor to talk to agent on call without customer hearing. Q47: Connectivity Status: What is meant by this question? A47: Are there any connectivity issues? Such as Jitter, Latency, etc. Q48: Question 8 says Unified Communications. Can you explain what you mean by Unified Communications? A48: Internal messaging, , voic and phone. Q49: What integration are you looking for with Office 365? A49: In your submittal, list options for connectivity and the associated prices. Q51: Do you currently have SMS notifications for emergency scenarios? Is this through your current phone system? A51: We do have SMS notifications for emergencies through a third party solution. This does not work through the phone system. Q52: Do you have over-head paging? A52: No. Q53: Do you have parking lot call boxes that ring to campus security? A53: Yes. Q54: Are there any special call notifications, ie. student dials 911 does that ring to the campus security or directly to the local PSAP? Is Security notified of such calls? A54: 911 calls go directly to local PSAP, but our Police dispatch is notified that the 911 call was made. Q55: Does the call center currently have any Omni Channel outlets, such as Chat/ etc.? If no do you see this as an add on for the future? A55: No Chat, but they do handle incoming . Possibly. Q56: How do you currently handle PCI and HIPPA with the health office / tuition payments? A56: PCI is handled separately from all other systems. HIPPA is handled on an as needed basis. 6

7 Q57: Can you please provide an existing Network Diagram for MCC to reference for this design? A57: All connections are 1 Gagabit with MPLS connections between campuses. See below. This Addendum No 1 must be signed and included in the RFP submittal. Signature 7