Agenda No. CITY OF FERNDALE REQUEST FOR COUNCIL ACTION FROM: Joseph Gacioch, Assistant City Manager SUBJECT: City Phone System Software Update

Transcription

1 Agenda No. CITY OF FERNDALE REQUEST FOR COUNCIL ACTION FROM: SUBJECT: Joseph Gacioch, Assistant City Manager City Phone System Software Update SUMMARY & BACKGROUND: In 2015, The City of Ferndale replaced its old phone system that was irreparably damaged during the flood of August, The flood, which inundated Ferndale City Halls trunk room destroyed the existing phone system which served all City Departments. The City s insurance provider approved to cover the replacement of a phone system. After a rigorous selection and bid process, the City selected Barracuda Networks SIP solution, which at the time was branded Cuda Tel. (Barracuda is a publically traded company headquartered locally in Ann Arbor). The bid included the installation of a new phone server and the implementation of the Cudatel VoIP phone software system. In conjunction with the VoIP system, the City chose to replace the old phone handsets with Polycom handsets, which are system agnostic, meaning that they can work with virtually any SIP server and are thus compatible with 95% of marketplace solutions. Barracuda s solution has been deployed since 2014 and has adequately met the needs of the City. Unfortunately, 3 months ago, Barracuda made the disappointing announcement that they were exiting the telephony marketplace and would no longer support the product. The Good News: The current system design is built around modern SIP practices and principles and is already well documented and designed. Auto attendants are already created, call flow is well documented, extensions are clearly identified. 1) Phones already exist and the network is already designed around having an on premise SIP server. 2) The City already has an existing dedicated SIP circuit which presently delivers all voice calls to the City. This system can easily integrate with any other SIP software provider. 3) The cost of replacing the sip software licensing is minimal, below $5, for the entire City. 4) The labor cost to switch systems is equally minimal since most of the design work has already been done. This cost is right around $10, ) New features shall be realized from the new SIP software: chief among them are a. High availability failover b. Mobile application enhancements. c. ISP agnosticism and more robust flexibility during internet outages at ATT or Comcast or Verizon. Phone system shall remain more resilient during challenging situations. Switching between SIP software can be done and tested prior to a cutover date, giving the City time to test and evaluate the new software which shall minimize the need to manage a lot of public facing changes or changes facing staff operations.

2 Recommendation: After extensive research and study, the City Administration is recommending an industry open source standard for VoIP communications software, 3CX. I have included a brochure attachment that provides an introduction to 3CX. ATTACHMENTS: 3CX Brochure D/A Central Project Proposal COUNCIL AGENDA DATE: February 13, 2017 CITY ATTORNEY REVIEW: FINANCE DIRECTOR REVIEW: CITY MANAGER REVIEW: 2/8/17 RECOMMENDED ACTION: Moved by, seconded by, to approve of the installation of the phone system software update by D/A Central in the amount of $10,695 from account

3 Gear Up Your PBX Cut Costs, Boost Profits (20)

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8 Office Without Limits Make calls anywhere using Android, iphone, Mac & Windows Unparalleled Mobility with 3CX s Leading Android and ios VoIP Clients Acclaimed Android and ios VoIP Clients Use Your Extension From Anywhere Easy to Configure and Manage 3CX features native Android and ios VoIP clients that are continuously updated and tested and set the standard for mobile phone VoIP clients. With an inbuilt tunnel to avoid remote firewall issues, calling from over 3G or from any Wifi hotspot is extremely reliable. 3CX Android and ios clients fully support PUSH, allowing the phone to be on standby and save battery life. With the 3CX VoIP clients for Android and ios you can take your extension wherever you go. 3CX delivers the one number concept meaning that you no longer have to give out your mobile number. Set your status so your colleagues can see whether or not you are available to take a call. The 3CX clients for Android and ios utilise VoIP and are easy to setup and manage. The clients can be automatically provisioned from the 3CX Management Console, reducing help desk calls. Because of the inbuilt tunnel, the 3CX clients work seamlessly across all firewalls, making them even more reliable. Most advanced and reliable Android & ios VoIP clients on the market No additional licensing costs for softphones PUSH notifications save mobile battery life Inbuilt SIP tunnel/proxy resolves any remote firewall issues Make and receive calls from your smartphone at no cost Set your status to available, away and out of office from your smartphone One number concept See the presence of your colleagues from anywhere Remotely configurable via , no hassle setup Easily setup conference calls Fully integrated, thus easy to use SIP Forking use all clients simultaneously

9 Control Your Deskphone From Your Desktop with Inbuilt Softphone Powerful, Easy to Use Softphones for Windows and Mac Included Use Inbuilt Softphone to Make and Receive Calls Manage your Calls with the 3CX Switchboard Integrates with Office 365, Google, Outlook & Others! With 3CX s softphones for Mac and Windows you can manage your calls from you desktop and make and receive calls via the office phone system from your computer, even whilst out of the office. Using a headset you can even use a 3CX Client as a full deskphone replacement. 3CX includes a powerful switchboard function that can be tailored to the way you want to view and manage your phonecalls. With 4 different views to choose from it can cater to any job role. Launch calls directly from your CRM package. Inbound calls are matched to customers based on the caller ID and logged in your CRM system. Accurate call journalling of inbound and outbound calls with call duration allows you to generate insightful reports on customer and agent activities. Launch calls on your IP Phone from your desktop with CTI mode No additional softphone licensing fees Easy to use and manage Work seamlessly as if you were in the office and save on call costs Drag and drop calls for quick transfer Ideal for Call Centers includes Wallboard and Q-Manager view View the presence of colleagues easily Receptionist view allows easy management of incoming calls Use Office 365, Google contacts or Internal Phonebook Launch calls from your CRM Converts cryptical Caller ID to a customer name Detailed reports on customer and agent activities, no manual call logging

10 Web Conferencing Clientless via WebRTC with 3CX WebMeeting Integrated, Free Web Conferencing Hassle Free Web Conferencing with WebRTC Video Conferencing for All Advanced Features for Ultimate Collaboration 3CX harnesses Google s revolutionary WebRTC technology, which enables video and voice communications to take place through the internet browser, meaning that participants will be able to seamlessly join meetings without the need to download any additional software or plug-ins. With 3CX, companies of all sizes can now take advantage of video conferencing as an advanced collaboration and online meeting tool. Avoid paying a monthly subscription fee for each user and implement open standard peripheral hardware for an inexpensive solution. Unlimited users means inefficient and unprofessional account sharing is eliminated. Being integrated with 3CX in addition to its rich feature-set and user-friendliness, 3CX WebMeeting improves employees productivity and collaboration while its WebRTC integration and web-based functionality ensures incredible ease of use. Participants can join without the need to login anywhere and easy setup of ad hoc meetings makes launching conferences a breeze for both participants and organizers. Clientless One-Click Conference Interoperability with VoIP and video Bandwidth Management and Control Pricing based on number of participants, no per user licensing Unlimited users no matter which package you choose No per month costs, just one low, yearly payment Integrated with 3CX free for up to 10 participants Plugin & download free web conferencing Remote control and assistance for quick & easy troubleshooting Pre-upload PowerPoint & PDFs for crisp, responsive delivery Easy to use polling tool for feedback

11 Features Comparison: Free Edition vs Commercial Editions General Features PBX Edition (Free) Standard Pro/Enterprise Unified Communications PBX Edition (Free) Standard Pro/Enterprise Extensions Unlimited Unlimited Unlimited Setting Up Conference Calls Number of Simultaneous Calls Supported 8 4=>1,024 4=>1,024 See the Presence of Your Colleagues Call Logging Receive Voice Mail via Call Reporting Receive Faxes via as PDF Call Forward on Busy or No Answer Integrated Fax Server Call Routing by DID Integrate Offices with 3CX Bridge Auto Attendant / Digital Receptionist Advanced Forwarding Rules Voic / Music on Hold View Presence of Bridged PBXs Central Phonebook Call by Name Call Parking / Pickup Call Transfer Call Queuing Call Recording MWI Message Waiting Indicator Supports Popular SIP Phones Supports SIP Trunks / Gateways Intercom/ Paging Ring Extension & Mobile Simultaneously Extensive Codec Support (G711, G722, GSM, Speex, ILBC, G729) Single Sip Trunk No G729 Mobility PBX Edition (Free) Standard Pro/Enterprise Android Client ios Client Windows Phone Client CTI Support Seamlessly Create Conference Calls Users can Configure their Own Extension Provisioning by Manage 3CXPhone from within the Console Includes 3CX Tunnel to Avoid NAT Problems Automatic Pickup on Busy Call Recordings Management IP Phone Management PBX Edition (Free) Standard Pro/Enterprise Management and Scalability PBX Edition (Free) Standard Pro/Enterprise Web-based Management Console Automated Provisioning of Devices Real Time Web-based System Status Integrated Web Server Easy Backup and Restore SBC to Configure Remote Extensions VMware / Hyper-V Compatibility Connect Remote 3CX PBX Systems (Bridges) Scheduled Backup Scheduled Restore Inbuilt Fail Over Functionality incl. Standby License Yes / Standby Licence in Enterprise only Automatic Plug & Play Phone Provisioning Manage IP Phones Network Wide from Console Restart Phones Remotely Update & Manage Firmware Network Wide Call Center / Contact Center PBX Edition (Free) Standard Pro/Enterprise Advanced Queue Strategies Advanced Call Reporting Real Time Queue Statistics Queue Reports Barge In / Listen In / Whisper Query Customer Name Based on Caller ID Continued on the next page

12 Features Comparison: Free Edition vs Commercial Editions Call Center / Contact Center PBX Edition (Free) Standard Pro/Enterprise Web Conferencing (continued) PBX Edition (Free) Standard Pro/Enterprise Ability to Use 3CXPhone API Screen Sharing Link Company Directory with LDAP / ODBC Unlimited Users Sync Phonebook with Microsoft Exchange Participants Included Real Time Queue Monitoring Wallboard Switchboard Queue Manager View Call Recordings Search Supervisor can Log Agents In/Out Supports External Agents Callback if queue full CRM Integration / Scripting Interface SLA alerting/reporting Application Integration PBX Edition (Free) Standard Pro/Enterprise Microsoft Outlook Office 365 (address book only) TAPI Office 365 Salesforce Microsoft Dynamics Microsoft Exchange 2013 / LDAP / ODBC SugarCRM Google Contacts Exact Zendesk Freshdesk act! Datev Web Conferencing PBX Edition (Free) Standard Pro/Enterprise Plugin Free WebRTC One-click conference Meeting Recording Remote Control / Assistance

13 USA UK Germany France Italy Cyprus Russia Singapore Switzerland South Africa 320 Decker Drive Office 174, Suite 100, Irving 75062, Texas 101, Finsbury Pavement EC2A 1RS London Landshuter Allee 8-10, 3rd floor D-80637, Munich Maison de la Défense 12 Place de la Défense Paris Direzionale Modena 2 Via Scaglia Est, , Modena (MO) 1, 28th October Avenue Block B, Engomi Business Center Office Suite 303, Nicosia Avrora Business Center Sadovnicheskaya St. 82/ , Moscow Samsung Hub 3 Church Street, #08-00 Singapore, Seestrasse 15 CH 6301 Zug Unit 10 Oxford Office Park 3 Bauhinia Street, Highveld, (469) info@3cx.com (20) info@3cx.co.uk (89) info@3cx.de info@3cx.fr info@3cx.it info@3cx.com info@3cx.ru (2) info@3cx.com info@3cx.com (12) info@3cx.com

14 D/A Central Cloverdale Oak Park, MI (248) (248) fax D/A Central th St SW Unit 13 Byron Center, MI (616) (616) fax Quote 8076 Printed 2/3/2017 Bill To: City of Ferndale Attn: Joseph Gacioch 300 E. 9 Mile Road Ferndale, MI Home: (248) Work Location: City Hall City of Ferndale Joseph Gacioch 300 E. 9 Mile Road Ferndale, MI Home: (248) Scope of Work : Dear Mr. Gacioch, D/A Central is pleased to provide an estimate of hours which shall provide labor to rollout the City's major phone system software upgrade. As you may be aware, the most recent software upgrade deemed urgently necessary, requires the City's IT to completely re-initialize the system in order to properly install it. This also requires all handsets be re-initialized. Some benefits which shall result from this upgrade: 1) system stability shall increase substantially 2) New features, including a mobile application shall become available. 3) High availability of the system shall be achieved. 4) System recovery times shall be shortened by 85% over the current software version. Please let me know if you have any questions, Stephen M. Smith D/A Central Inc. Quantity Description Project Name: Phone System Software Maintenance Copy all settings, schedules, extensions, ACRs, AutoAttendants, Wavs etc... $ Execute Live Software Upgrade in Live environment over weekend $ Change DHCP Scopes, Install Primary Software Upgrade, Install failover $ Instance Pre-upgrade Testing with existing phones $ Bring Hot Spare Online at Kulick Center $ Subtotal: $ 10, Tax $ 0.00 Total $ 10, Proposal Acceptance To accept this proposal, please sign and return this page. Be sure to include any necessary purchase order or tax exempt information. Fax # Quote: 8076 $10, February 03, 2017 Joseph Vanwelsenaers Project Name: Phone System Software Maintenance I, the undersigned, have read the terms and agree to pay to D/A Central Inc. the above amount listed as total upon acceptance of the project. Signature: Name: Date: Title: Company: Tax ID/Exempt Number (If Applicable): P.O. #: Page 1 of 2

15 CLARIFICATIONS 1. Where applicable, the above systems are subject to the approval of the "Authority Having Jurisdiction" (AHJ); any changes required by the AHJ are not included. Any required permits are not included. 2. Customer must provide building power source where required. 110 VAC power on 20 amp dedicated circuit, no more than.5v to ground, clear of spikes and surges, where required with insulated earth ground. 3. Customer will provide network drops where required. 4. Customer must provide environmentally safe location for the area where the work is to be performed. 5. Customer is solely responsible for compliance with any applicable ADA requirements for equal access. 6. If applicable, the customer must provide connection to fire alarm system to interface into their equipment. All costs associated with the fire contractor's scope of work are the customer's responsibility and are not included in this proposal. This proposal assumes that all fire related inspections will occur during normal business hours. Any fees required by the inspection authority and/or the fire contractor are the customer's responsibility and are not included in this proposal. 7. All permits and fees associated with permits are excluded from this proposal and is the responsibility of the customer. The customer is responsible for the cost for any and all permits required from local government before project commencement. The cost for permits is not included with this proposal and is to be determined when filed for with the local authorities before installation can begin. 8. Customer must provide proper working hardware. All doors are assumed to be properly aligned and all existing hardware is presumed to be in good working condition and remains the responsibility of the customer. Any hardware found to be non-working or insufficient for the needs of the system will be replaced as necessary but will require a change order to be issued prior to any additional work being completed. 9. Programming is included in this proposal and is defined as the input of system software information. D/A Central will assist the customer in the input of schedules while the actual input of data will remain the responsibility of the customer. There may be an additional charge if the customer requests D/A Central Inc. to perform this labor. 10. If this quote contains software, D/A Central Inc. will load the software on one computer per server or client license purchased. If requested, D/A Central Inc. will provide the customer a quote to load software onto additional computers. If the customer provides the computer and additional installation time is required because of hardware, software, firewall, domain policies, privileges, etc., additional charges may apply. 11. D/A Central will perform testing and commissioning of the system. 12. This proposal is provided in good faith based on all available information and discussions to date. D/A Central Inc. reserves the right to modify the proposal based on any changes or final revisions made by the customer. Upon final acceptance of this proposal or any subsequent revisions by the customer, changes/additions required as the project proceeds will require a signed change order before changes/additions can occur. 13. All wire runs will be above ceiling in rings, no conduit runs are included with this proposal, unless specifically stated otherwise. 14. Customer must provide accessible and non-obstructed chase ways for needed wire run. Customer must provide riser sleeve or core drilling between floors, where required. 15. D/A Central Inc. requires written notification of any existing environmental hazard (i.e. asbestos) that D/A Central Inc. personnel could be exposed to while providing this system. Each area of concern will require separate notification. 16. Customer must provide adequate mounting space for all panels, terminal interfaces, modems and expanders on a wall mounted plywood surface. 17. Customer must provide proper lighting in all work areas as required. 18. All drawings and related documentation created or provided by D/A Central, Inc. are proprietary and will remain the property of D/A Central, Inc., any use or reproduction of same are strictly prohibited. 19. Customer must provide permanent signage related to life safety codes as needed. 20. Taxes are not included unless specifically stated otherwise. 21. If applicable, the customer must provide patching or painting. The customer is responsible for restoring all of the existing locations (where the cardreaders, electric locks, door contacts, REX motions, cameras, etc were located) to original (non-automated) specifications. There may be an additional charge if the customer requests D/A Central Inc. to perform this labor. 22. While D/A Central works to the best of its knowledge and industry practice, neither D/A Central nor its engineers are professionally registered. The services, review, stamp or seal of an experienced, registered, professional engineer may be required to complete a particular task, application or project and if so, this may require a separate engagement of an outside registered engineering firm, and this service is available at an additional charge. STANDARD TERMS 1. This Proposal will remain firm for Sixty (60) Calendar Days. 2. Upon contract award, lump sum or fixed price contracts will be billed 30% of the total contract price for engineering and mobilization, unless otherwise stated. 3. Payment terms are Net 30 days from date of invoice. 4. All work is to be performed during Straight-Time Hours unless Specifically quoted. After-Hours, Shift Work, and Premium Time are not included but are available at the applicable rate. 5. No additional work will be performed under this contract unless approved by an authorized representative. 6. Projects exceeding one calendar month will be billed for work completed during each month (progressive billing). Progressive billing will include invoicing for engineering, programming prior to on-site installation as well as for materials stored at D/A Central Inc. offices and/or delivered to site. Progressive billing for Project Management will also be done based on a monthly percentage of the proposed total upon commencement of installation. WARRANTY D/A Central Inc. will warranty its equipment and workmanship for One (1) Year from the time of system activation and acceptance. Any deficiencies found in workmanship will be the responsibility of the D/A Central Inc. except acts of God, misuse, or vandalism. Repairs or attempted repairs by others will void the D/A Central Warranty. User understands and agrees that D/A is NOT AN INSURER. D/A makes no guarantee or warranty, including any implied warranty of merchant-ability or fitness that the equipment or services supplied will avert or prevent occurrences or the consequences thereof, which the system/equipment is designed to detect or avert. It is agreed that damages or losses suffered are not allocable to performance, and shall be fixed at $250. Insurance that D/A carries for its own protection and indemnification for its customers is stated on the Certificate of Insurance available at User's request. Extended service-maintenance agreements providing for after hour coverage and preventative maintenance are available. Monthly or Quarterly billing on Preventive Maintenance Agreements. We look forward to doing business with you! Page 2 of 2