TARRANT COUNTY PURCHASING DEPARTMENT

Transcription

1 JACK BEACHAM, C.P.M., A.P.P. PURCHASING AGENT TARRANT COUNTY PURCHASING DEPARTMENT JULY 26, 2017 RFP NO ADDENDUM #2 ROB COX, C.P.M., A.P.P. ASSISTANT PURCHASING AGENT REQUEST FOR PROPOSALS FOR ANNUAL CONTRACT FOR PROPOSALS DUE AUGUST 28, Questions and Responses: A. Questions received by the due date and their responses are included in this Addendum #2 on the following page(s). 2. Change(s): A. Discard pages 46 and 47 of the original RFP specifications and replace with the revised pages dated 07/26/2017. Changes/additions are indicated. 3. Additional Documents: A. An Amended Excel Spreadsheet (Amended Price Sheet) has been posted to the website. B. A Building List Spreadsheet reflecting building address and number of floors has been posted to the website. This Addendum #2 must be signed and the original and ten (10) copies must be returned with Proposal! NAME AND ADDRESS OF COMPANY: Address AUTHORIZED REPRESENTATIVE: Signature Name Title Tel. Fax No: TARRANT COUNTY ADMINISTRATION BUILDING, SUITE E. WEATHERFORD, FORT WORTH TEXAS , (FAX)

2 QUESTIONS AND RESPONSES 1. We are very interested in participating in the vendor selection process for RFP We will not be able to participate in the Mandatory Pre-Proposal Conference on July 11, We do want to submit a proposal and are prepared to waive any right to assert claims due to undiscovered conditions. Will our proposal be disqualified without consideration as indicated in the statement: Any vendor who submits a proposal without attending the scheduled Mandatory Pre-Proposal conference will have their proposal disqualified? Yes. 2. Appendix D: Item C: Plexar supports approximately 1168 multiline digital telephone set and 1490 analog sets. The make and model of the analog handsets vary. With these devices being non-voip phones today the majority will be converted to VoIP. Are the additional switching/poe ports in place to support the addition of approximately 2500 VoIP sets or should POE switches be provided in the proposal? The entire Tarrant County network switched infrastructure has POE enabled devices. No additional POE switches will be required as part of this project. 3. Service Provider Connections: Would you like to keep your current service provider connections in place or would you like to have all connections moved to the cloud? Our system will work with either option. We would like to understand the connectivity for your solution. 4. How many connections do you have in place today? I see 12 total PRI circuits in the RFP. Is that the correct and total number? Eleven (11). 5. How many connections would you like to have between the new and retiring system for the transition period? Use station counts in Appendix D for guidance for connections. 6. You have asked for speech recognition in the requirements. What level of speech recognition would you like to have? Speech level recognition should be at a minimum or consistent with basic IVR intonation. RFP NO PAGE 2 OF ADDENDUM #2 07/26/2017

3 7. Which languages would you like to have included in the system? English, Spanish, Vietnamese. 8. Would you like speech recognition for all of the same languages? Optional. 9. Would you like to have the same languages provide Text-to-Speech? Optional. 10. For your outbound dialing campaigns, do any agents ever participate in these calls, or are they all just machine driven with no human interaction? Machine. 11. If agents do participate in automated outbound calling, how many participate? None. 12. Will the 911 call center be running on the new system? 13. Please describe the requirements for paging through the telephones. How many sets are to be paged at any one time? How many different groups of phones will need to have paging capabilities? Name and announcement alerts. To be answered as part of discovery to the selected vendor. 14. In appendix D, line item BB. Please explain your definition of a Call Handler and a Directory Handler. How are they used? What is their purpose? Call Handler-standard IVR; press options to direct callers. Directory Handler-IVR that allows accessing a name directory to send calls to the individual. RFP NO PAGE 3 OF ADDENDUM #2 07/26/2017

4 15. What do you use for a conference solution today? WebEx. 16. Would you like the conference solutions to be replaced during this implementation process? Optional. 17. What is the maximum number of users in any one conference you would like to accommodate? Two hundred (200). 18. Maximum number of users at any one time in all conferences? > Please explain the Tarrant County Call Flows: a. How Many Call Flows total? b. How many menu options for each call flow? c. How many languages for each call flow? d. How many teams and how many skill groups in each team? e. Any Database integrations for Self-Service Applications? i. If so, please explain the use case and anticipated call flows as related to the self-service and the expected outcomes. a. b. c. Three (3) (English, Spanish, Vietnamese). d. e. i. RFP NO PAGE 4 OF ADDENDUM #2 07/26/2017

5 20. Please explain the need for Automated Speech Recognition (ASR) and the use cases for ASR with in Tarrant County. a. Detailed call flow use cases and expected outcomes? b. Number of languages? a. b. Three (3). 21. Can you give examples of the type integrations Tarrant County may have? a. i.e.: Databases; CRM Applications; WebServices, etc. i. Types of DB s and CRM Applications. None. 22. Which Sites are the Agent Located at: a. Please detail locations for all sites with a contact center. b. Please list number of Agents at each location. c. How many expected cut overs do you expect to need? a. See Appendix D. b. See Appendix D. c. See Appendix D. 23. Which groups or skills will need the Courtesy/Automatic Call Back Functionality? a. This is used as a Virtual place holder in queue for the caller. 24. What are the Busy Hour Call Attempts (BHCA) in to each and All Tarrant County Contact Centers? Not available. 25. What are the number of Trunks/SIP connection dedicated to the Contact Center Functions today? None dedicated. RFP NO PAGE 5 OF ADDENDUM #2 07/26/2017

6 26. There is a brief mention of Chat. Can you explain if the need for Chat is internal only or for Agent customer communication from the Tarrant County website? a. If so, please detail the use case and expected outcomes. Both. a. 27. Is there a need for Consumer <-> Agent functionality to be routed through the ACD? a. If so, please detail the use case and expected outcomes. 28. Are there any immediate needs as part of the initial phased to implement Outbound Dialing / Automated Dialer? a. If so, which method do you anticipate? Predictive, Progressive, or Preview? Yes. a. Predictive. 29. There is mention of Line Restriction and Call Blocker. Please detail your use cases for this functionality as it relates to the Contact Center. Line Restriction- restrict stations to place external calls to the PSTN. Call Blockerblock harassing calls, robo dialing campaigns. 30. Recording is mentioned. Do you have a need for Screen Capture as part of the recording functions? a. How many concurrent agents should be recorded? i. 100% / 50% / 25% recording time of calls? ii. Is Screen recording needed for each agent as well? b. If so, what is the needed retention period? c. Is Tarrant County open to SFTP to get the files in to the Tarrant County network periodically? i. i.e.: every 30/60/90 days? a. 5% i. ii. b. c. Yes. RFP NO PAGE 6 OF ADDENDUM #2 07/26/2017

7 i. 31. Page 11 Bullet 3: a. Would the County consider an alternate IM and Presence platform that provider softphone functionality such as Cisco Jabber? b. If Skype for Business is not being replaced, is a plugin to SFB to allow softphone functionality and click to call acceptable? c. What type of Microsoft licensing does the County have today (E3 or E5)? d. Does the County have a local Microsoft LDAP environment? a. Yes. b. Yes. c. SPE3. d. Yes. 32. Page 11, bullet 7: a. Can the County elaborate on what collaboration functionality is used today from Microsoft? Is voice calling outside the County enabled? Is conferencing enabled? Instant messaging and view mail. 33. Page 13, bullet c: a. As the Plexar system is managed by ATT, will the County provide extension manipulation to allow extension calling to the new system? For example if the user dials a 4 digit extension, will ATT expand this into a PSTN number that will send these calls to the new system over the PSTN? No and 34. Page 15 bullet m: a. Is the county looking for a scheduled conferencing bridge or ad-hoc? b. If scheduled, how many hosts will need to host a conference? c. Is larger than a 25 participant bridge required? If so, how many hosts will require this? a. Ad-hoc. b. Not applicable. c. To be determined from discovery with selected vendor. RFP NO PAGE 7 OF ADDENDUM #2 07/26/2017

8 35. Page 16 bullet s: a. Please clarify what is meant by if external network is offline? Will the site still have Internet access? WAN connectivity loss. 36. Page 16 bullet u: a. How does the existing system interface with Paging? b. Please specify make and mode of paging system at each location. c. If paging over the phones is enabled, is integration with overhead paging required? d. Can we assume one (1) paging zone at each location? If not, please specify number of zones at each location? a. Integration via InformaCast to Call Manager. b. Amplifiers of various models initiated via telephone. c. Yes. d. No, see list below: Building Location Public Health-Arlington Public Health-Arlington Public Health-Arlington Southwest Subcourthouse Arlington (Southeast) Subcourthouse CSCD Arlington CSCD Arlington Fire Marshal Resource Connection - Housing/Juvenile 2100 Bldg. Juvenile Kimbo Medical Examiner Medical Examiner Informacast Recipient Groups Adult Health Services-Live paging via phones only Immunization_Zone 1-Live paging via phones only Immunization_Zone 2-Waiting Area- one (1) in ceiling speaker Commissioner Pct 1-Live paging via phones only Commissioner Pct 2-Live paging via phones only CSCD_Zone 1- Live paging via phones and one (1) in ceiling speaker CSCD_Zone 2- Live paging via phones and two (2) in ceiling speakers Live paging via phones only Live paging via phones only Live paging via phones and eighteen (18) in ceiling speakers nine (9) prerecorded messages via twenty-four (24) in ceiling speakers Live paging via phones and twenty-four (24) in ceiling speakers RFP NO PAGE 8 OF ADDENDUM #2 07/26/2017

9 Building Location Northeast Subcourthouse Northeast Subcourthouse Northwest Annex Northwest Annex Northwest Annex Pct 1 Maintenance Pct 2 Maintenance Pct 2 Maintenance WIC-Eastside WIC-White Settlement WIC-Euless WIC-Fiesta WIC-Green Oaks WIC Mansfield WIC-Arkansas WIC-Pantego Griffin Subcourthouse Griffin Subcourthouse Resource Connection-Welcome Center/1100 Bldg. CSCD Resource Connection 1500 Bldg. & Sheriff Training Sheriff Laundry Center/DA Facilities Warehouse/Sheriff Property 5051 Bldg. Southwest Subcourthouse Southwest Subcourthouse Southwest Subcourthouse Southwest Subcourthouse Southwest Subcourthouse Northwest Subcourthouse Sheriff CNET Informacast Recipient Groups Live paging via phones only Tax_ Live paging via phones only CSCD- Live paging via five (5) in ceiling speakers Immunization-Live paging via phones only WIC- Live paging via phones only Live paging via phones and two (2) in ceiling speakers Shop Area_ Zone 1- Live paging via two (2) in ceiling speakers, telephone line rings heard via speaker Zone 2- Live paging via phones and two (2) in ceiling speakers Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones only Live paging via phones and one (1) in ceiling speaker, telephone line rings heard via speaker Live paging via phones and one (1) in ceiling speaker, telephone line rings heard via speaker Constable Pct6- Live paging via phones only JP6- Live paging via phones only Immunization - Live paging via phones only TAX - Live paging via phones only WIC- Live paging via phones only Tax- Live paging via phones and one (1) in ceiling speaker Live paging via phones and three (3) in ceiling speaker RFP NO PAGE 9 OF ADDENDUM #2 07/26/2017

10 Building Location CSCD Southwest Alta Mesa CSCD Miller CSCD Hurst Community Development Juvenile Hulen Pct 4 Maintenance Pct 3 Maintenance Panasonic Paging Live paging via phones and ten (10) in ceiling speakers via amplifier Live paging via phones and twenty (20) in ceiling speakers via amplifier Live paging via phones and fifteen (15) in ceiling speakers via amplifier Live paging via phones only Live paging via phones only Live paging via phones and four (4) in ceiling speakers via amplifier Partner Paging Live paging via phones and four (4) in ceiling speakers via amplifier 37. Page 16 bullet v: a. Please identify current AD and LDAP version. Running at a Domain functional level of Windows 2012 R Page 16 bullet x: a. Please identify number of efax DID's required. b. How many users will require from efax Solution? c. What is the estimated page per month for efax for the entire County? a. Three hundred (300). b. One hundred seventy-nine (179). c. Unable to parse out the number. 39. Page 17 bullet c: a. Please identify number of wall mounted handsets required? Approximately sixty (60). RFP NO PAGE 10 OF ADDENDUM #2 07/26/2017

11 40. Page 18 bullet h: a. Please identify make and model of all deployed speakerphones. b. Please include extension microphones. a. Various Cisco and Polycom. b. Various Cisco and Polycom. 41. Page 24 bullet f: a. Is train-the-trainer end user training acceptable? If not, how many training classes are anticipated? b. Can we assume all administrators will be trained at the same time? a. Yes. b. 42. Appendix E bullet A: a. Can we assume all wiring is CAT5e or better, even to the analog and Plexar devices to all buildings except Public Health Nurse Family Partnership and Public Health Tobacco Cessation/Human Resources/Gym-Resource Connection? i. Can the County please identify how many phones that need to be replaced are connected to cabling that is less than CAT5e? a. No, Public Health Nurse Family Partnership and Public Health Tobacco Cessation/Human Resources/Gym-Resource Connection all have CAT5e. 43. Appendix E bullet F: i. Tarrant County will be responsible for wiring. a. What is the reliability of the Wireless connections to the remote buildings that only have wireless WAN connectivity? All buildings have wired WAN. 44. Appendix E: a. Can the County provide a Visio diagram? No, to be supplied to the selected vendor. RFP NO PAGE 11 OF ADDENDUM #2 07/26/2017

12 45. Please provide current Switch make and model numbers at each location. 46. Will PoE be provided to all proposed IP phones? Yes. 47. Will the County replace wiring where appropriate to support IP phone for those locations that were previously Plexar? Yes. 48. Can we assume that all analog device lines will be terminated in a single closet in each building? a. If we cannot assume this, can the County please provide details as to how many analog device lines terminate in each closet in each building? b. Will the County punch down Analog device lines to new punch down blocks or if needed crimp analog device lines with RJ11? c. Will the County supply punch down blocks or patch panels if required? a. b. Yes. c. Yes. 49. Are Union workers required? 50. Can the County please provide a detailed network topology with the following? a. Sites with independent Internet and Internet bandwidth. b. Connection to MPLS or private network (please note if there are redundant connections). c. Bandwidth between sites. d. Current failover methodology for network at each site. a. See Appendix E. b. See Appendix E. c. See Appendix E. d. See Appendix E. RFP NO PAGE 12 OF ADDENDUM #2 07/26/2017

13 51. What is the current Attendant Console version? Is it Attendant Console Enterprise? Akkadian Console Version , 52. Please identify how many E911 zones are required in each building. a. Tarrant Count law states that one E911 zone is required per building at a minimum. It is our recommendation that each floor in a building be identified as a separate zone as well. Floor and building. 53. Would the County be interested in having the phones provided as a service, or would the County like to purchase them? No, the County will purchase. 54. Please provide addresses to each building. See Building List spreadsheet which has been posted to website. 55. Will the County deploy all phones during the initial deployment? This will help reduce costs. 56. Does the County use a ticketing system that we need to interface with? If so please provide the name and version. ServiceNow. 57. Will the County purchase new PoE switches if required for the additional IP phone, or should we propose switches as a service? If we should propose switches as a service, please identify how many 24 port and 48 port PoE switches are anticipated? County will provide switches. RFP NO PAGE 13 OF ADDENDUM #2 07/26/2017

14 58. Can the County provide Cisco phone models in each location? Can the County break out user types at each location? a. Lobby/Public Space Phones without Voic . b. Conference Phones. c. Users that need only 1 device and voic . d. Users that need 1 device, Jabber and voic , 6921, 6961, 7821, 7841, 7861, 7910, 7912, 7931, 7937, 7940, 7941, 7942, 7960, 7961, 7962, 8831, 8861, a. See Appendix D, Section E. b. See Appendix D, Section E. c. See Appendix D, Section E. d. See Appendix D, Section E. 59. If the partner proposes Cisco and can reutilize their existing phones, will end user training be necessary for those users? 60. Please specify what is meant by Intercom paging? Is this paging over the phones? Intercom over the phone. Yes. 61. Some locations have overhead paging, what is the interface from the phone system to the paging system today? InformaCast or amplifiers connected to the key system. 62. Some locations use wireless handsets, please specify what make and model they are. Variable. Additional information can be provided at discovery to selected vendor. 63. Can the County provide an exact DID count? 4,600. RFP NO PAGE 14 OF ADDENDUM #2 07/26/2017

15 64. Can the County provide a count for 800/Toll Free numbers? Two (2). 65. Will the ruggedized handsets be analog or IP? IP. 66. Top of Page 25 Section E, 5, f and g state: On-premise troubleshooting /replacement of user end-points devices and On-remise troubleshooting and repair of device connectivity and LAN configuration : The RFP is clear on Day 2 onsite support for Endpoints and network infrastructure is provided by Tarrant County. Please clarify whether Tarrant County will extend this support to any Voice infrastructure elements like Voice Gateways which would provide local callout and survivability. Also, are there any onsite support SLA requirements? Tarrant County will maintain support for onsite CPE (Customer Premise Equipment). SLA will be negotiated with selected vendor. 67. How are the existing PRI circuits distributed throughout Tarrant County and what are the devices that are used to terminate the circuits? If Cisco voice gateways are used, please provide the model number? All of the PRI s terminate into two 4400 series gateways at the Plaza Building. 68. For the sites that are still on the Plexar service, please describe how the overhead speakers are connected in the PBX\Key system? Amplifier is connected to the key system, user dials a speed dial button to send the page. 69. For remote site survivability, what type and quantity of PSTN connections will be available at each site? We want to know what the vendor recommendation is based on Appendix E. 70. Will the PSTN connections for survivability conflict with your SIP trunking strategy? If so, how? RFP NO PAGE 15 OF ADDENDUM #2 07/26/2017

16 71. What level of dialing will be permitted during a site WAN outage - Emergency dialing only, local dialing, long distance, etc.? To be determined by site and align with Tarrant County connectivity strategy, see Appendix E. 72. For the E911solution, to what level will Emergency Response Locations be defined, by building, floor, per switchport? Building and floor. 73. For E911, how many buildings have multiple floors? Please indicate the number of floors for each building that has multiple floors. See Building List spreadsheet which has been posted to the website. 74. What are the models of Cisco phones being used today by Tarrant County? 6901, 6921, 6961, 7821, 7841, 7861, 7910, 7912, 7931, 7937, 7940, 7941, 7942, 7960, 7961, 7962, 8831, 8861, In the RFP (Page 19., G. 1. e.) under the UC Integration Capabilities, there is a request for "Integrated audio and Web conferencing services for handling multiparty conferencing requirements in a multisite environment." Is Tarrant County requesting these integrated audio and web conferencing capabilities to replace the existing WebEx subscription? Decision based upon solution proposed by the awarded vendor. 76. Does the County have Cisco switches throughout the organization? Yes. 77. Does the County have CDP enabled? Yes. 78. Does Tarrant County have campuses that require identification of building and floor information for 911calls? If so, does Tarrant County have Cisco or other switches that support CDP to support Cisco Emergency Responder application for identifying and sending Building and Floor information? Yes. Yes. RFP NO PAGE 16 OF ADDENDUM #2 07/26/2017

17 79. Is mass notifications or overhead paging required? NOTE: If already have one, which vendor is being used, and is it analog or SIP-based? Overhead paging. Informacast is SIP based. 80. If Tarrant County wants the Provider to provide PSTN SIP trunking, please provide the following information: a. How many maximum concurrent call paths across the organization? b. How many DIDs and/or Toll-free numbers are required? c. Are the existing DIDs/Toll-free numbers going to be ported or will these be these new? a. Use Appendix D to determine. b. Including the station counts in Appendix D, the DID total should equal 10,000. Toll free numbers are optional. c. Ported. 81. Is a secondary datacenter a requirement for this solution or is a single data center HA sufficient? Yes/secondary. 82. Managed Services: Are services for end-to-end management of the proposed solutions in scope? If so, should the cost be included in the "Minimum Bundled Services" pricing spreadsheet? 83. Managed Services: Are there any restrictions or certification requirements by the county for tools that would be leveraged to provide detailed monitoring of the environment? 84. Managed Services: If managed services are to be included would the management platform need to be part of the "Prototype"? RFP NO PAGE 17 OF ADDENDUM #2 07/26/2017

18 85. Managed Services: Does Tarrant County have an ITSM tool that should be leveraged for all MACD and incident management? If so, what is the ITSM tool that Tarrant County utilizes? Yes, ServiceNow. 86. Managed Services: If Tarrant County has an ITMSM tool that they intent to keep using, would bidirectional integration with providers ITSM tool be acceptable? Yes. 87. Managed Services: Are there any regulatory requirements the County's providers must adhere to in terms of managed support services? See RFP Page 7, Special Terms and Conditions of the Contract, 4. Criminal Background Check. 88. Managed Services: What audit requirements are required for partner support access to the County's in- scope managed resources? See RFP Pages 6-8, Special Terms and Conditions of the Contract Help Desk: What is the expected hours of operation for Help Desk support? 8x5 or 24x7? M-F or 7 days per week? 24 X 7, 7 days. 90. Help Desk: What is the number of supported users? See RFP Page 9, Statement of Work item I. B. 91. Help Desk: What is the number of devices supported? Is the scope phones only or desktop support also? See RFP Page 9, Statement of Work item I. B., phones only. RFP NO PAGE 18 OF ADDENDUM #2 07/26/2017

19 92. Help Desk: What is the number of contacts per month in the following channels? a. Phone b. c. Chat d. Self Service. a. Not able to parcel out the number of calls related to phone MACD. b. Not able parcel out the number of calls related to phone MACD. c. None. d. None. 93. Help Desk: Can you provide any hourly breakdown of the call volume? No, unable to parse out the number of calls related to phone MACD. 94. Help Desk: What is the current first contact resolution rate at the service desk? Unable to parse out the number of calls related to phone MACD. 95. Help Desk: What is the current average speed of answer? Unable to parse out the number of calls related to phone MACD. 96. Help Desk: What is the current average handle time? Unable to parse out the number of calls related to phone MACD. 97. Help Desk: What is the current average talk time? Unable to parse out the number of calls related to phone MACD. 98. Help Desk: What is the current abandoned rate? Unable to parse out the number of calls related to phone MACD. 99. Help Desk: Beside MACD work, is anything else in scope for the service desk? 100. Help Desk: What is the current surveying process? Are post-call surveys in scope? ed survey after ticket closure, optional. RFP NO PAGE 19 OF ADDENDUM #2 07/26/2017

20 101. Help Desk: What is the percentage of onsite vs remote users? 100% onsite Help Desk: Is there a current Knowledge Base in place? If so, where does Tarrant County's Knowledge Base reside? Yes, ServiceNow UCaaS and Contact Center: Agents: a. How many total agents and supervisors? b. Total # of concurrent agents? c. Total # of remote agents? d. Total # of blended agents (inbound, outbound, or multi-channel)? e. Total # of agents and supervisors requiring voic . f. Please specify type of agent desktop. g. Do you offer multi-lingual call support? i. How many languages? ii. What languages? h. How many skills groups do you use? i. Describe group categories (e.g., tech support, language, etc.). i. Projected total # of agents in 2-3 years (growth projection) j. Are there seasonal agents? i. Detail seasonal bursting requirements (for example, elections). a. 119 total agents and supervisors. 28 supervisors. b. None. c. All inbound. d. 1,119 inbound only. e. Sixty-three (63). f. CAD. g. Yes. i. Three (3). ii. English, Spanish, Vietnamese. h. 27 skill groups. i. language, supervisor, monitoring, customer service, support. i. 1%. j. Yes. i. Additional agents logged in and increase in trunking. RFP NO PAGE 20 OF ADDENDUM #2 07/26/2017

21 104. UCaaS and Contact Center: Call details: a. Average calls per agent. b. Provide both daily and monthly averages. c. Average talk time per call. d. Average after-call work time (post-call wrap-up). e. Hours of operation. f. Days of operation. g. Number of days per month. h. Total # of shifts per day. a b. 2,500/daily, 50,000/month. c. Four (4) minutes. d. Forty-five (45) seconds. e. 2 are 24X7, the rest are M-F. f. Seven (7) days. g. 2 are 365, the rest average 20 days. h. 2 are 3 shifts, the rest are 1 shift UCaaS and Contact Center: Call Recording? a. Confirm Tarrant County does not currently require screen recording. If not, is this a future requirement? If so, should this be priced in the optional section? b. What is the current call recording platform? c. What percentage of calls do you need recorded? d. What is the storage retention for voice? Screen (if applicable)? e. After retention period, do calls need to be offloaded to Tarrant County's SAN? f. If SAN is applicable, what is the SAN platform? a. Not required, yes, yes. b. Call recording is not taking place. c. 5%. d. Thirty (30) days. e. f. RFP NO PAGE 21 OF ADDENDUM #2 07/26/2017

22 106. UCaaS and Contact Center: Interactive Voice Response (IVR): a. Is Tarrant County currently using CVP for their IVR services? b. What is the average daily call volume for the IVR? c. What is the average # of calls in the IVR queue per hour? d. What is the number of different database dips required for the IVR? e. Is SQL the only database needed for database dips? f. Which self-service applications do you require? a. b. One hundred fifty (150). c. No queue. d. e. f UCaaS and Contact Center: Do you utilize or require virtual hold (i.e., courtesy customer call-back)? Do not utilize UCaaS and Contact Center: CTI screen pops: a. Does Tarrant County require them? b. Is a screen pop adequate or is a scripting application needed? c. Number of different database dips are required for screen pops? d. Are the databases Oracle or SQL-based? a. b. Dependent on vendor solution. c. d. RFP NO PAGE 22 OF ADDENDUM #2 07/26/2017

23 109. UCaaS and Contact Center: CRM integration: a. Which CRM system does Tarrant County utilize? b. Is it integrated with Tarrant County's current contact center system? c. Does Tarrant County want the cloud-based contact center to be integrated with Tarrant County's CRM system? d. Based on the vendor choice of CRM integration, how many concurrent or named agents are required? a. Microsoft Dynamics. b. c. Preferred. d UCaaS and Contact Center: Multi-channel routing: a. Does Tarrant County have a preferred platform? If so, what i s the preferred platform? b. Which channels are needed (e.g., , web chat, click to call, co- browse, avatar)? c. How many concurrent agents will need co-browse? d. Excluding co-browse, how many named agents will use the other forms of multichannel routing you specified above? a. b. c. Use current agent count for pricing in Appendix D. d UCaaS and Contact Center: Workforce optimization and analytics: a. Please confirm that workforce optimization and analytics is not needed at this time. b. Is this a future requirement? i. If so, should it be priced in the optional section? ii. If so, which analytics are required (e.g., speech, text, desktop)? iii. If so, how many named agents will require workforce optimization and analytics? a. Not needed. b. RFP NO PAGE 23 OF ADDENDUM #2 07/26/2017

24 112. UCaaS and Contact Center: Speech recognition: a. Do you use speech recognition today? b. If so, what is the preferred platform and purpose (e.g., text-to-speech routing, natural language)? c. Does Tarrant County intent to utilize Vocalizer or want the Provider to suggest a solution that includes speech recognition software? d. How many named agents will use speech recognition applications? a. b. c. Dependent on vendor solution. d UCaaS and Contact Center: Outbound dialing: a. Does Tarrant County use outbound dialing today? b. If so, does Tarrant County currently utilizing the Cisco Dialer application for campaign management? c. Does Tarrant County have a preferred platform and purpose (e.g., Acqueon for predictive dialing campaigns, Cisco for basic IVR dialing)? d. Which outbound dialing functionality does Tarrant County's current platform provide? For example, predictive, preview, or progressive dialing? e. What is Tarrant County's campaign management approach? NOTE: Provide summary, diagram, or other description. f. How does Tarrant County address time-of-day routing and Do Not Call lists? g. What are the number of concurrent agents needing outbound dialing capability? a. Yes. b. Yes. c. d. Predictive. e. f. Programmed in the IVR, departments receive signed consent from parties. g. RFP NO PAGE 24 OF ADDENDUM #2 07/26/2017

25 114. UCaaS and Contact Center: Reporting - What are your requirements? NOTE: Please provide samples with any commentary on how they are used. Be sure to specify if reporting is required on the IVR UCaaS and Contact Center: Does Tarrant County use wallboards? If so, which one(s)? If not, is this a requirement? 116. UCaaS and Contact Center: Do you have any PCI, HIPAA, or other legal/regulatory requirements that we should be made aware of? NOTE: If so, please provide summary. See RFP Pages 6-8, Special Terms and Conditions of the Contract, UCaaS and Contact Center: Do you have a video strategy for your contact center? NOTE: If so, please provide summary UCaaS and Contact Center: Collaboration Applications: a. Is Attendant Console required? b. How many instances and locations? a. Yes. b UCaaS and Contact Center: Does Tarrant County want to mix Hunt Groups with ACD queues? 120. UCaaS and Contact Center: Does Tarrant County utilize Courtesy Callback from Cisco today? If not, is this feature part of the scope for this RFP? Yes. RFP NO PAGE 25 OF ADDENDUM #2 07/26/2017

26 121. UCaaS and Contact Center: Is detailed call accounting (advanced CDR) required? a. How many users? Yes. a UCaaS and Contact Center: Is e-faxing required? a. How many users? a. N/A UCaaS and Contact Center: Is Auto Attendant required? NOTE: If so, please provide call flows. Yes. a UCaaS and Contact Center: Any shadow mailboxes needed? If so, how many? NOTE: A shadow mailbox is a voice mailbox not associated with an extension, such as may be used by schools, retail stores, car dealerships, etc. to retrieve group messages from corporate UCaaS and Contact Center: Are there any personal/desktop video requirements? NOTE: If so, how many such endpoints will gain video access? None Prototype Question: What network and connectivity will be available for the Prototype? Wired internet How many total DID numbers will be cutover? 4,600. RFP NO PAGE 26 OF ADDENDUM #2 07/26/2017

27 128. How many DID numbers will be new? 5, Can we get a full phone list by location? a. Analog. b. Digital. c. IP. See Appendix D How many central offices are currently servicing the current list of DID s? Twenty (20) Is it necessary to replace AT&T as a carrier? 132. Please list all Cisco phone models currently in use. 6901, 6921, 6961, 7821, 7841, 7861, 7910, 7912, 7931, 7937, 7940, 7941, 7942, 7960, 7961, 7962, 8831, 8861, Does the County have existing voice gateways at every site for SRST? If so, please provide a show version and show inventory from each gateway that is currently in place Please identify the make, model and IOS version of the existing 4 VOIP Gateways in place for digital to analog faxing The County asks for E911 services. What level of granularity is required? To the building, to a floor, to a hallway, to a room, etc.? Please identify the total number of emergency response locations, regardless of what level of granularity is required. The higher level of granularity equates to higher costs. Building and floor, see Building List spreadsheet which as has been posted to website. RFP NO PAGE 27 OF ADDENDUM #2 07/26/2017

28 136. Please outline the details around the screen pop requirement. a. What database/application will the vendor be required to integrate to? Software vendor, software application and software version For the outbound dialer campaigns and all other text to speech requirements, how many concurrent text to speech sessions should the vendor plan for? The vendor seeks clarification around concurrent call volume requirements of the text to speech functionality Please identify average call duration across all contact center groups. (3 min, 5 min, etc.) Three (3) minutes Please identify maximum concurrent call volume at peak time across all contact center groups. (300, 400, etc.) One hundred fifty (150) Please identify call volume per day, at peak, across all contact center groups. (12000 calls, etc.) 2, Please verify the total number of contact center agents required, once all are converted to the new solution Is Quality of Service, prioritizing Voice and Video traffic already implemented throughout the County (LAN and WAN)? Yes Please identify the number of POTS lines, per location, that will be used for survivability backup in case of a WAN failure. We want to know the vendor recommendation based on Appendix E. RFP NO PAGE 28 OF ADDENDUM #2 07/26/2017

29 144. Please provide more detail on overhead paging requirements: a. List all locations that require overhead paging functionality. b. List the number of paging zones per location, please also include if paging across multiple locations is required and how many zones of that type there will be. c. Identify the overhead paging infrastructure per location (Amps, Speakers, Paging control units, etc.) by manufacturer and model. a. See Appendix D. b. See response to question 36. c. See response to question May we modify / add to the Price Sheet to accommodate all required pricing? Example of this would be one-time costs associated with SRST gateways for each location (pricing could be different per location). No, the Price Sheet cannot be modified by the Respondent. Tarrant County has revised the Price Sheet to accommodate one-time costs. Respondent Name: Pricing Sheet - Pricing Summary Service Expense Type Period Cost A.1 - UCaaS Call Control Recurring 5 $ - A.2 - Additional Monthly Charges Recurring 5 $ - C.1 - Migration Implementation Services One Time 1 $ - C.2 - Equipment One Time 1 $ - C.3 - Data Equipment to Connect to Sites One Time 1 $ - D - Professional Services (100 Hours) As Needed 1 $ - Total Five Year Cost $ - Service Expense Type Period Cost Optional Call Control Recurring 5 B.1 - UCaaS Services $0.00 B.2 - UCaaS Optional Call Control Services One Time 1 $0.00 The UCaaS Optional Call Control Services are separated as Tarrant County may or may not utilize these services. This Pricing Sheet was designed so that all columns on a worksheet print on a single page (rows may wrap to a second page). Your local settings and printer drivers vary, so please use print options to keep all worksheet columns on a single page Will the County be willing to re-use existing equipment in place today, if the vendor determines that there is no reason to upgrade it for the new solution? Yes. RFP NO PAGE 29 OF ADDENDUM #2 07/26/2017

30 147. Will Call Recording be required? If so, please elaborate below: a. How many phones will need to be recorded? b. Will screen recording be required? If so, how many? c. Will workforce management be required? d. Will there be any need to record radio channels? e. Please identify storage retention requirements for recordings. (2, 3, 5, 10 years?) Yes, for contact center. a. 5%. b. c. d. e. Thirty (30) days Is there adequate CAT5/CAT5E/CAT6 everywhere you need IP Phones deployed? If not, please identify the number of IP Phones that will require CAT5E/CAT6 cabling? Yes, and locations that need updated wiring will be handled by Tarrant County PBX Integration: How is the existing Plexar integrated with the Cisco CUCM cluster? It is not PBX Integration: How many concurrent connections are there between the Plexar and Cisco CUCM cluster? None PBX Integration: The total number of trunks from the RFP were counted to be 239. Is this the total trunking for both the Plexar and Cisco solutions, or is there a different total serving the current and overall population? 317 for Plexar, 253 for Cisco Voic What are the Plexar users using for voic ? 16 SMDI connections to a Dialogic gateway that send data to Cisco Unity. RFP NO PAGE 30 OF ADDENDUM #2 07/26/2017

31 153. Voic What are the Cisco users using for voic ? Unity Connection Voic Is there voic interaction between the Plexar and Cisco users or are they both autonomous systems? Cisco Unity w/dialogic Gateway E911: Please describe the call flow for 911 calls from a Plexar user to the appropriate PSAP. AT&T is responsible for sending address information to E911: Please describe the call flow for 911 calls from the Cisco CUCM cluster to the appropriate PSAP. Tarrant County update address information for Cisco CUCM via Intrado Attendant Console: What are the specific features and requirements for an Attendant Console? 158. Active Directory: Please provide a detailed description of the AD infrastructure (forest, trees, domains, etc.) Physical Locations: Can you forward the specific address for each site location, and quantity of users at the site? (RFP does list site Name and quantity of users but not the specific address.) Site address are listing in the Building List Spreadsheet, quantity of users are each site is listed in Appendix D. RFP NO PAGE 31 OF ADDENDUM #2 07/26/2017

32 160. Physical Locations: Please provide the ASE bandwidth for each site Physical Locations: Please provide the current traffic utilization for the ASE connection for each site The total number of trunks from the RFP were counted to be 239. Is this the total trunking for both the Plexar and Cisco solutions, or is there a different total serving the current and overall population? 317 for Plexar, 253 for Cisco Local Area Network (LAN): Tarrant County needs Respondent to develop a comprehensive list of recommended or required Tarrant County network capabilities and changes. At a minimum, we are looking for your input on the following: VLAN, QoS, stateful firewall configuration, private network peering, DHCP and DNS, IP subnets, location information (E911), IP addressing and routing. From this paragraph are you requiring an onsite network assessment or just a written list of respondent hosted voice services best practices for the LAN that Tarrant County would implement? Just a written list of respondent hosted voice services best practices for the LAN Paging over the Phone: What features are required? One way Live and recorded message paging, initiated via telephone set heard via speakers and/or telephone set when not in use Paging over the Phone: Maximum number of phones in a page group Dial Plan: Flat or Hierarchical? 167. Dial Plan: List site code digits (or Inter-site Digits) and associated sites. RFP NO PAGE 32 OF ADDENDUM #2 07/26/2017

33 168. Dial Plan: Number of extension digits. Four (4) 169. Dial Plan: List all extension/dn by location Dial Plan: PSTN access code. Nine (9) Dial Plan: List any service codes with associated function. #11-activate call forward, #12-deactivate call forward Dial Plan: LD Access Code digit number-plexar, VoIP On-Site Training: Will on-site training be required per site as we turn the site up or will all be trained at a single location? A single location On-Site Training: If training is to be performed at a single site for all users, how many users per class and the number of classes? Train the trainer SRST: Do you require SRST at each site for basic inbound and outbound calling during a network outage where the IP Telephone cannot communicate with the cloud based call-agent? We want to know the vendor recommendation based on Appendix E SRST: The percentage or number of IP Telephones required to have SRST capability at each site? We want to know the vendor recommendation based on Appendix E. RFP NO PAGE 33 OF ADDENDUM #2 07/26/2017

34 177. SRST: The number of local PSTN access lines per site for SRST call routing? We want to know the vendor recommendation based on Appendix E Existing Equipment: Does Tarrant County wish to reuse any of the existing Cisco CUCM equipment - i.e. Phones, Gateways, SRST Licenses? If so, can you provide model # of the phones, and Gateways. Yes phones , 6921, 6961, 7821, 7841, 7861, 7910, 7912, 7931, 7937, 7940, 7941, 7942, 7960, 7961, 7962, 8831, 8861, What are the Music on Hold requirements on a per location basis, or can one Music on Hold announcement be used for all locations? 180. Contact Center: RFP shows UCCE with CAD for 118 contact center agents: a. Is that the total concurrent agent count needed for our proposed solution? b. Does that include supervisor licenses? c. The Pricing sheet at end of RFP shows estimated users of 250. Is that the NAMED agent users versus concurrent? a. Use estimate in pricing sheet. b. Yes. c. Concurrent Contact Center: For the self-service component (Appendix D, Item R): a. What IVR/VRU is that using? b. How many ports? c. Any ASR/TTS? d. Is there only this one IVR platform? a. Cisco Unity. b. c. Nuance. d. Yes. RFP NO PAGE 34 OF ADDENDUM #2 07/26/2017

35 182. RFP Response extension: Will the County grant an extension of 2 weeks for RFP Responses? Yes Does Tarrant County page across locations or within each building independently? Within each building Are there different rings set up on your phones currently to indicate inbound or outbound calls? 185. What are all the CRM systems currently being utilized by Tarrant County that will need to integrate with the new solutions? Microsoft Dynamics Does Tarrant County have custom integrations with the phone systems i.e. Door Entry Systems? 187. Are the current overhead paging systems analog or SIP based? SIP Page 6: Minimum Insurance Requirements In the event the RFP is being prepared and submitted by an Authorized Agent of a Vendor where ultimately the contract would be signed between Tarrant County and that Vendor, would you expect the Insurance coverage to be met by the Vendor that holds the contract with Tarrant County? Both the Authorized Agent and the Vendor would be required to meet the insurance requirements outlined in the RFP Page 10: Can you describe in more detail what you require from Screen Pops? What customized customer information are you wanting to present? Is this for all users or specific Contact Center groups? All questions to be answered as part of discovery to the selected vendor. RFP NO PAGE 35 OF ADDENDUM #2 07/26/2017

36 190. Page 11: What licensing do you have for Office 365? (for Example E3 or E5). SPE Interoperability/coexistence Can you describe how your current Plexar environment and the Cisco On-site VoIP network is integrated to support 4-digit dialing? Please provide as much detail as possible so we can best determine the available options for integrating the UCaaS to this environment. AT&T pre-pins the area code and nnx on outgoing calls to DID on the PRI, Call Manager pre-pins the area code and nnx on outgoing calls to Plexar DID ranges Page 14: Trunking If it is determined to be best to deliver/terminate carrier trunks directly to Tarrant County s site for either primary or failover purposes, would that be acceptable? Yes Page 15: What is the largest single conference call event (# of participants) that Tarrant County hosts currently? One hundred fifty (150) participants Can you provide a complete list of the DIDs that will need to be ported to the UCaaS? 195. Page 16: Can you provide a complete list of the 800#s that will need to be ported to the UCaaS? 196. Survivability Can you confirm if Site level survivability from network outage (POTS lines) should be considered a requirement and built into the cost of the solution or as an optional item? Please describe your expectations for capabilities in a network outage scenario? (emergency dial out/911 only, rerouting main department numbers to the POTS lines, other considerations). How many call paths per site would you want in a survivable scenario? Optional, all of the possible scenario, use Appendix D for sizing. RFP NO PAGE 36 OF ADDENDUM #2 07/26/2017

37 197. Appendix D: What are the interfaces available on the InformaCast by Singlewire at each location for integration purposes? Switches In order to better address the storage expectations around call recording, can the County please answer the following: a. What is the average call length for the calls which will need to be recorded? b. How many calls per month on average need to be recorded? a. Unknown. b. 5% Is overhead paging required? Yes How many existing 800# s need to be ported? Two (2) Does the County use a dedicated set of agents for TTY calls and if so, how many agents? 202. Do they prefer digital TTY or traditional handsets? Digital Do they detect TTY on traditional phone numbers or do they use specific phone numbers for TTY? Specific phone numbers Will existing CCE source code be available for reference? Yes. RFP NO PAGE 37 OF ADDENDUM #2 07/26/2017

38 205. At a peak time of outbound calling, how many outbound calls does the County need to place concurrently? What is the peak total number of automated outbound contacts per day the County estimates needing to be made? % MACD assistance was mentioned in the pre-proposal conference meeting. As the County could probably tell from the reaction of the vendors present, this is a much higher percentage than anyone would anticipate or that we have seen in the industry, so we want to make sure that there is a meeting of the minds with what the County considers as included in this hosted service provider MACD percentage. Employees having issues taking or placing calls or needing to ask how something works is not considered within the scope of MACD work. Those would just be normal support items. When a new employee comes on board, an employee needs to change their location and contact information or update their profile and they can t or don t want to use the self-service portal to make changes themselves, these would be considered MACD instances. In the vast majority of cases, customers have a need for 10% or less MACD assistance per month. This is why we want to confirm the County s expectation of having 6 times the number of changes normally seen. This of course can be provided but would be significantly more expensive than is most likely required. Any clarification would be appreciated. Expect a self-service tool will reduce the number Did the County buy the Cisco System or is this being provided as an OPEX cost to the County? Buy Is the Cisco system in place today end of life? 209. What systems integrator currently supports the Cisco system in place today? 3 rd party support What is the current Plexar cost per line? $11.00 per station. RFP NO PAGE 38 OF ADDENDUM #2 07/26/2017