Solicitation IP Based Voice Communication System. Spanish Fork City

Transcription

1 Solicitation IP Based Voice Communication System Spanish Fork City Apr 4, :45:47 PM MDT p. 1

2 Bid IP Based Voice Communication System Bid Number Bid Title IP Based Voice Communication System Bid Start Date Bid End Date Question & Answer End Date Apr 4, :38:04 PM MDT Apr 29, :00:00 PM MDT Apr 25, :00:00 PM MDT Bid Contact Chris Thompson Contract Duration Contract Renewal Prices Good for Pre-Bid Conference 90 days Not Applicable 30 days Apr 10, :00:00 PM MDT Attendance is mandatory Location: Spanish Fork City Council Room 40 South Main Street Spanish Fork, Utah Bid Comments This project will supply and install a voice over IP system to the listed city buildings as well as wire and install data and phone in a proposed Justice Center Building under construction. Please post all questions at We will not answer questions over the phone or in person. Item Response Form Item Quantity Request for Information Document 1 each Prices are not requested for this item. Delivery Location Spanish Fork City No Location Specified Qty 1 Description This must meet the specifications of the RFI and be uploaded in pdf form to Apr 4, :45:47 PM MDT p. 2

3 REQUEST FOR INFORMATION FOR A NEXT GENERATION IP-BASED VOICE COMMUNICATIONS SYSTEM FOR CITY OF SPANISH FORK PROPOSAL DUE BY 3PM ON: April 29, 2008 Please deliver hard copy to: Address: Attention: 40 South Main Street Spanish Fork, Utah Chris Thompson Contact Persons: Post all questions and responses on 04/04/08 Page 1 of 15 Apr 4, :45:47 PM MDT p. 3

4 Table of Contents 1 REQUEST FOR INFORMATION RFI OVERVIEW CUSTOMER CONTACTS AND CONTRACT REQUIREMENTS RFI FILING DATE NUMBER OF COPIES SCHEDULE OF EVENTS PROPOSAL RESPONSE FORMAT VENDOR INFORMATION OVERVIEW OF CURRENT ENVIRONMENT: VENDOR QUESTIONNAIRE SYSTEM ARCHITECTURE SYSTEM INSTALLATION/CONFIGURATION/PROGRAMMING & CUTOVER END USER EXPERIENCE SYSTEM MANAGEMENT, MAINTENANCE & ADMINISTRATION APPENDIX REFERENCES /04/08 Page 2 of 15 Apr 4, :45:47 PM MDT p. 4

5 1 REQUEST FOR INFORMATION 1.1 RFI Overview This Request for Information is intended to provide a standard base from which to evaluate alternatives for communications systems and to allow the vendor flexibility in proposing the most appropriate and cost-effective system. The acceptance of this RFI does not obligate the City of Spanish Fork to purchase a system from any vendor. City of Spanish Fork reserves the right to reject all questionnaire proposals and not make a decision. All costs for questionnaire preparation are the responsibility of the vendor. Vendors will be required to sign a certified receipt for the questionnaire. After receipt of the questionnaire it is the responsibility of the vendor to provide responses within the allotted time period. Late responses will eliminate vendor from consideration. City of Spanish Fork is looking for a native IP voice solution. Companies should use their knowledge and experience within the communications industry to recommend a creative solution that will meet or exceed City of Spanish Fork requirements. RFI submissions will be judged on the following criteria. At City of Spanish Fork s discretion, failure in any one category could mean elimination from consideration. System Requirements IP-based Voice capabilities: Integration of voice applications with a converged Internet Protocol (IP) solution. Ability to provide highly reliable and available switching systems, and choice of analog or IP phones for endpoints including users, modems, fax machines, conference rooms, etc. Reliability: Vendor s system must not have a single point of failure; allow outbound and inbound calls if the data network is down and five-9 s reliability. Vendor must supply phone sets with inline power (not local wall outlet) for power fail dial tone availability. Phones in remote locations should maintain all features in the event of WAN outage. Voice Quality: Must be toll quality voice. Latency must not exceed 150 milliseconds in one direction. QOS must not require additional infrastructure upgrades. Vendor Experience and Vision: Evaluation of the vendor's experience in designing and deploying VoIP technologies. Vendor support for Open System Standards: The vendor should be committed to supporting open system industry standards, such as G.729, 802.1p and 802.1q, MGCP, RTP, TAPI, JTAPI, etc. System must support any switch or router from any vendor. Voice Messaging: Voice messaging must have fault tolerant and distributive capabilities. System Administration: Preferably a single point of management from any point on the network for all components including the VoIP components, auto attendant, ACD and unified messaging system. Maximum flexibility for rapid, efficient, and cost-effective configuration changes to user profiles and IP telephone equipment through a standard browser-based interface. Vendor Support/Service Capabilities: Remote serviceability, technical support of the entire VoIP system and applications. 04/04/08 Page 3 of 15 Apr 4, :45:47 PM MDT p. 5

6 Scalability: Modular, cost-effective growth in both phones and applications over the next five years. Simplicity of Installation: Ease of installation and configuration will be important. Training and Usage: System must be easy to use and easy to learn and to administer. 1.2 Customer Contacts and Contract Requirements All questions or clarifications should only be directed to the City through Any contact or attempt to contact any other employees of City of Spanish Fork may result in the immediate disqualification of the vendor. Answers and clarifications will be sent to all vendors via and posted on RFI Filing Date All responses will be due by Tuesday 3pm, April 29 th Number of Copies One (1) Hard copy and One (1) Soft Copy will be required. Soft Copy is to be provided in a PDF format only. Please direct Soft Copies through RFP Depot. 1.5 Schedule of Events Event Date Request for Information Issued Friday, April 04, 2008 Mandatory Pre-submittal Conference 3pm MDT, Thursday, April 10, 2008 Last Day for Questions/Clarifications 3pm MDT, Friday, April 25, 2008 Request for Information Due 3pm MDT, Tuesday, April 29, 2008 Vendor Selection for Shortlist Issued Friday, May 2, 2008 Bids Due 3pm MDT, Monday, May 12, 2008 Interviews & Product Demonstrations Friday, May 16, 2008 Final Vendor selection Tuesday, May 20, 2008 Justice Center Elevator & Fire Alarm Phone System Installed All Justice Center Phone & Data Wiring and Terminations Citywide VOIP System Installation Completed Tuesday, July 1, 2008 Tuesday, July 15, 2008 Friday, August 15, Proposal Response Format This RFI has been provided in hard copy as well as soft copy for the vendors convenience. Responses to City of Spanish Fork must be in PDF format. All responses should be stated in the body of the 04/04/08 Page 4 of 15 Apr 4, :45:47 PM MDT p. 6

7 document following the specific questions. As requested, please keep to the question asked and be as concise and specific as possible. Any additional information you wish to submit must be placed in an Appendix. While we encourage detail, we hope to avoid unnecessary information or a reiteration of a sales brochure. We would like to see concise answers directed towards the understanding of how your solution would benefit the City of Spanish Fork, with a balanced approach that would incorporate strengths as well as weakness in your solution. Please enter your response on the Response subheading on the electronic copy of this request. Take as much space as needed for your response and imbed any visual aids such as screen shots and diagrams. Please note that any modifications to the questions in this RFI by the vendor will result in immediate rejection of that proposal. 1.7 Vendor Information Vendor Company Name: Address: Sales Representative Name Telephone Number address: Technical Advisor: Telephone Number: address Who manufactures the proposed system? Does the vendor install the product or use business partners Does the vendor maintain the product or use business partners? Does the vendor maintain a support call-in center for problems? Does the vendor provide on-site assistance if it is required? Who is your preferred business partner for large scale deployments? How many IP installations have you done? The vendor must submit five reference customers. Reference information must include company name, contact, telephone number and an installation base of at least 200 IP telephones with multiple sites. A comparable installation involving a public institution (such as another city) of at least 30,000 citizens is preferred, but not required. 1.8 Overview of Current Environment: 04/04/08 Page 5 of 15 Apr 4, :45:47 PM MDT p. 7

8 The City of Spanish Fork s Information Technologies Division under the Administrative Services Department, is responsible for development of the City s telecommunication policies, standards, and technical specifications for telecommunications equipment and services, and provides for such Citywide services as local and long distance telephone and cellular telephone service which support all City programs and departments. The Information Technologies Division provides day-to-day maintenance services for approximately 100 telephone lines, a voice mail system with approx. 200 mailboxes, supporting over 200 employees, and numerous automated voice processing applications; data cabling supporting over 500 devices, dozens of security and fire alarm systems, and miles of fiber optic and copper connectivity are provided in direct support of all City agencies. The City currently has multiple, independent key systems that service the City Center and the remaining remote sites (See attached document 08Phone for line and extension details). Each site connects into the city s high-speed backbone via fiber, wireless bridges, or cable modems. The diagram below shows the remote sites and the method each uses to connect back to the network core. The following two tables enumerate the minimum number of telephones, analog devices and mailboxonly accounts that need to be designed into the system. These numbers may not correspond to the actual number of telephones and mailbox account that will be initially purchased, but should be used to plan the initial capacity of the system. Your proposed switching hardware must support these devices and quantities. Any quantity listed as phones will also use a voice mail account. We plan to purchase approximately 200 telephone/voice mail and 50 voice mail-only licenses in the initial deployment. However, we plan to purchase the entire switching infrastructure with the capacities shown in the diagram below. 04/04/08 Page 6 of 15 Apr 4, :45:47 PM MDT p. 8

9 The following table lists the sites that require survivability in the event of a WAN outage where at least one analog line is available from which to draw outside dial tone. It is also required that call setup and teardown equipment for the IP phones is present to process the call. Sites Requiring Survivability Phones Analog Extensions Analog Trunks Service Type City Office (plus 1 PRI) Fiber Police (plus 1 PRI) Fiber Electric Fiber Water/Sewer Fiber Recreation Fiber/Cable Mod SFCN Fiber Seniors Cable Modem Golf 5 1 Wireless Library Fiber Emergency Fire/Ambulance Cable Modem Subtotal The following table lists the sites that are not required to have dial-tone survivability, nor local call processing at these sites. Sites without Survivability Phones Analog Extensions Analog Trunks Service Type Swimming 2 0 Wireless Motor Pool 1 0 Cable Modem Fairgrounds 3 0 Cable Modem Bonner Substation 1 0 Fiber Scada/Canyon Sub 1 0 Fiber Baseball Complex 6 0 Wireless Canyon View Park 1 0 Cable Modem Subtotal /04/08 Page 7 of 15 Apr 4, :45:47 PM MDT p. 9

10 2 VENDOR QUESTIONNAIRE 2.1 System Architecture Describe your systems VoIP Design/Architecture and list the advantages and disadvantages to this Design/Architecture (i.e. distributed vs. centralized, IP only vs. IP & TDM.) Please include any diagrams, screen shots, or illustrations that will help visualize the proposed system s architecture and user interfaces Describe how your system architecture provides 5 9's system reliability. Discuss design Complexity & Costs to achieve system reliability/redundancy (i.e. number of redundant boxes and redundant connectivity/links). If necessary please submit diagram Describe what components in your system are Hot Swappable (i.e. "critical" components), and list any associated advantages and disadvantages Detail your system's Minimal "cold reboot" time, and list any associated advantages and disadvantages List what components failure would cause a call to be "dropped Describe your system's Scalability, and list any associated advantages and disadvantages. Define the maximum users on proposed system and thresholds for major upgrades. Describe your System's Environmental Requirements (space, power, temperature, humidity, etc) and list any associated advantages and disadvantages Identify if your system uses Proprietary Protocols or Open Protocols, which protocols are used, whether they are Standards based, and list any associated advantages and disadvantages Identify if your system has now or will have both H.323 v1 or H.323 v2 & SIP protocols, and list any associated advantages and disadvantages to each protocol. If these products are still in development, when do you foresee these protocols being integrated? 04/04/08 Page 8 of 15 Apr 4, :45:47 PM MDT p. 10

11 2.1.9 What type of VoIP prioritization does your product support? (i.e. TOS, Diffserve, 802.1p, etc). Please list advantages and disadvantage Which components in your solution support DHCP? Please list advantages and disadvantages Describe how a client phone is activated on the network? What components are involved, DHCP, FTP, FTP & OTHERS? What's the procedure to upgrade a phone client? Identify if your system requires an end to end QoS network to ensure QoS for voice (voice priority over data), how this is done in your system, and list any associated advantages and disadvantages How much bandwidth does each phone client put into the network load? Please indicate if your system has built in or add on third party billing capabilities, and list the advantages and disadvantages to your solution Does your solution handle the following:g.711, G723.1 & G729a compression? List any advantages or disadvantages to any particular protocol your solution utilizes Please indicate if your solution handles IP, Analog & Digital phones or just IP & Analog sets. List the advantages and disadvantages of your solution Does your solution handle IP, analog & digital connectivity? (i.e. PSTN interfaces and trunks such as PRI with any DNS or Caller ID name and number.) List the advantages and disadvantages to your solution Does your solution have the ability to use other vendor IP phones to reduce set costs? Does your solution have Wireless capability? Is there a unique implementation necessary which would enable this particular feature? List the advantages and disadvantages to your solution Identify the maximum number of audio conferencing participants (both internal and external) available in your design and describe your audio conferencing design solution (i.e. separate audio bridge, built in audio bridge, separate audio conferencing server, etc.) List the strengths and weaknesses of your solution. 04/04/08 Page 9 of 15 Apr 4, :45:47 PM MDT p. 11

12 Does your solution have the ability to handle Web Conferencing & Collaboration? Please indicate your strengths and weaknesses in this area Does your solution have the ability to handle Video Conferencing? Please indicate your strengths and weaknesses in this area. If it is still in development, when do you foresee it general availability? Does your solution have the ability to handle Audio Streaming? Please indicate your strengths and weaknesses in this area. If it is still in development, when do you foresee it general availability? Does your solution have the ability to handle video streaming? Please indicate your strengths and weaknesses in this area. If it is still in development, when do you foresee it general availability? Does your solution have any future capabilities that you would like to present here? If so, when are they due to be integrated into your product and what advantages will they serve? If emergency-911 municipal services are mandated for commercial systems, is our proposed system in compliance today? What is the longest identifiable distance? Please detail your E911 capabilities. Is it dynamic in nature (i.e. plug and automatic register of telephone move or does it require notification to an administrator?) Please discuss the security aspects of your solution. (i.e. preventing unauthorized administrative access to applications, voice and data transmission security, etc.) Does your solution support pass-through a firewall? OTHER COMMENTS 2.2 System Installation/Configuration/Programming & Cutover Describe the complexity of what's involved with your system's Installation, and list any associated advantages and disadvantages. 04/04/08 Page 10 of 15 Apr 4, :45:47 PM MDT p. 12

13 2.2.2 Describe how your company licenses the use of the system. Please list all services that require a license such as user extensions, voice mail, hunt group extension, auto attendant, pickup group, conferencing, etc. Also describe how the licensing of those services impact maintenance costs Describe how your system will function on a network utilizing a mix of brand switches that are managed and unmanaged. Please specify any features that will not work with this equipment and describe any work-a-rounds and performance issues What are the requirements for soft phone installation? (i.e. OS requirements, hardware requirements, etc.) If the software integrates with microcomputer hardware, what are the minimum hardware system requirements for your solution? Also describe any software and OS requirements on the server if applicable If your system support 803.3AF power over Ethernet standards, describe how you accomplish this and the associated advantages and disadvantages. Please indicate If your system does not support 803.3AF Describe what Configuration reports are available, who typically would use these reports, and list any associated advantages and disadvantages. 2.3 End User Experience Describe your system's Basic Feature Capabilities and list any associated advantages and disadvantages. Below is a summary list of features the city would like: Customized Views: Compact view, Docked view (top or bottom), Detailed view Call Control (Make Call): New call, Redial, Speed dial, Dial by name, Dial vanity numbers, Intercom, Leave a message, Page, Pickup, Pickup night bell, Silent monitor, Barge in, Whisper page Dial by Name: Outlook contacts, System directory, Personal directory Call Presentation: Calling name, Calling number, Current call state, Call duration, Hold duration, Trunk group or DNIS, Routing slip, Call note, Play sound, Bring to front, Call stack (16 calls), Matching contact name Call Management: Answer, Transfer, Record, Send to voice mail, Send to auto-attendant, Join to conference, Add-on conference, Park, Hold, Hang up, Remote extension to outside phone, Custom ring tone History Viewer: Caller ID name and number, Matching contact name display, Date, time and duration, Trunk group or DNIS, Detailed routing slip, Call note, One-click call back, Create / edit contact from caller ID, Caller ID blocking. City-wide directory access and dialing Redial List: Dialed calls, Missed calls Directory Viewer: Export directory, Import directory, Open a text page, View personal directory, View system directory Personal Options: Handsfree operation, Select personal assistant, Disable call-waiting tones, Record greeting, Record name, Select default trunk access, Manage passwords, Configure sounds, Selectable hot key to quickly launch the client, Play messages on the phone, Play messages on the computer. 6 party conference calling: blind, consultative, intercom. Hearing aid compatible. Color Phones with customizable backgrounds on the screen. Integrated Bluetooth 04/04/08 Page 11 of 15 Apr 4, :45:47 PM MDT p. 13

14 2.3.2 Describe your system's Enhanced Feature & Application Capability (i.e. IVR, Unified Messaging, ACD, Voic , CTI). Please indicate whether the Enhanced Feature or Application is built in to your system at no additional cost, is a stand alone device, or a 3rd party solution. List the advantages and disadvantages Describe how your system handles the following existing special applications: 1) Music-On-Hold 2) Overhead Paging via phone 3) Door entrance intercom & buzz-in via phone 4) Chimes, Bells and Beehives and 5) Alarm ring-down circuits. Please indicate if your system cannot interface with the existing applications or provides a similar application as part of this solution Describe how you have designed your phone & your softphone for Ease of use. List any particular strengths and weaknesses in your design Describe how your Unified Messaging solution is easier to use than other Unified Messaging solutions. Indicate the strengths and weakness of your solution Describe how your Console Attendant Call Handling capabilities on a PC is unique or superior to other solution. List any associated advantages and disadvantages. Direct comparisons are encouraged Describe how your solution makes it transparent to users when call processing failover occurs. List your strengths and weaknesses in this area. Please also indicate if your system does not provide this capability Describe how your system makes Call Routing selection transparent to Users (i.e. no reduced voice quality, echo, clipping, delay when going from IP to Circuit switched routes due to bandwidth constraints/call traffic). List the strengths and weaknesses of your solution Does your system design and migration plan allow for users to keep existing phone numbers? (note that the City of Spanish Fork utilizes 4 digit dialing) How does your system provide consistent voice quality which is acceptable to users and what tools do you have (built in or add ons) to monitor this What type of end user training does your solution provide for users? (i.e. web training, online training, hard copy, hands on, etc.). 04/04/08 Page 12 of 15 Apr 4, :45:47 PM MDT p. 14

15 Does your solution provide Call Accounting and Billing for administration and managers? Please identify if this is built in or add on third party system and list the advantages and disadvantages Does your solution provide user Documentation (hard copy, softcopy/on-line etc.) OTHER 2.4 System Management, Maintenance & Administration Describe how your system provides Ease of Maintenance, and list any associated advantages and disadvantages (i.e. patch installation, hardware/software upgrades, maintenance schedules, backup and restore procedure, preventative maintenance) Describe how your system provides Ease of MAC (Moves, Adds & Changes), and list any associated advantages and disadvantages Please provide information on how your company provides Technician & Administrator Training. Indicate if this training includes certification How does your Management/Admin/Maintenance Interface compare to your competitors? What are the strengths to your solution? What is its weakness? Does your solution provide direct access to Manufacturing Technical Support for trouble resolution? What are your support structure and escalation procedures? Does your solution provide Real-time Call Monitoring? What kinds of diagnostic and troubleshooting tools and Reports are built into your solution and list the advantages and disadvantages Describe your system's Error log capability and how its terminology lends itself to interpretation? Are your Event Alarms configurable and do they provide visual, audible, paging or notifications? 04/04/08 Page 13 of 15 Apr 4, :45:47 PM MDT p. 15

16 Does your solution provide Management/Admin/Maintenance documentation and identify the media format (hard copy, softcopy/on-line etc.) List any other unique tools that your solution provides and the associated advantages and disadvantages Other 2.5 Miscellaneous Please specify how you would integrate with the paging system described in files in the attached zip file SFJC-AV Please indicate your ability and how you would be able to aid Spanish Fork City in salvaging their existing phone system In addition to the phone system, Spanish Fork City would like the same Vendor wire a new building, the Spanish Fork Justice Center, for VoIP and computer network system. All wire and terminations will need to be completed by Tuesday, July 15, Plans for the building are included with this RFI. Please specify your process and expertise in doing so. There is one additional room in the Justice Center not shown to need phone and computer network cable. The wiring of the this room will need to be included in the bidding phase. Contractor will be expected to pull dedicated phone lines for elevators and fire alarms. These lines will need to be operational by Tuesday, July 1, Proposals will need to give a cost benefit analysis of using CAT5 versus CAT6 wiring in the Justice Center. 04/04/08 Page 14 of 15 Apr 4, :45:47 PM MDT p. 16

17 3 APPENDIX See attached hard-copy 4 REFERENCES See attached hard copy. 04/04/08 Page 15 of 15 Apr 4, :45:47 PM MDT p. 17

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