RFP FOR ANNUAL CONTRACT FOR UNIFIED COMMUNICATIONS AS A SERVICE

Transcription

1 Appendix D: Voice Line and Device Counts by Facility A. Tarrant County primarily uses Plexar service (hosted Centrex) for most of it locations. B. Key telephone systems are in place in 19 locations. Plexar analog lines are used for trunking connection. C. Plexar supports approximately 1168 multiline digital telephone set and 1490 analog sets. The make and model of analog handsets vary. D. Approximately 1800 VoIP devices are managed on Cisco Call Manager version The make and model of analog handsets vary. E. Handsets are distributed based on the following classifications and percentages: o Ruggedized handsets 1% o Common-courtesy or open areas 3% o Standard-under 16 multiple programmable lines 54% o Executive-over 16 multiple programmable lines 24% o Reception/Operator-central answer point for a department or group 11% o Conference rooms 2% o Contact Center agents 5% F. 4-digit dialing is in place between the Plexar (legacy)/key Systems and Call Manager (VoIP). Any distinctions between the two systems are transparent to the customer. G. Plexar provides PSTN connections across 20 central offices. Connections total 317. H. Approximately 6 Plexar UCD groups are in use. Total 83 stations are in use. I. Long distance service is provisioned by AT&T via a DS1 connected the primary Plexar CO. Authorization codes are in use at the remote sites. J. All telephony moves, adds, changes, and disconnects (MACD s); telephone-related service calls; troubleshooting; repairs; and other issues that are classified as Tier 1 are completed by Tarrant County IT staff. Tier 2 support service request and issues are completed by a managed services vendor. K. Invoicing for telephone services, billing issues, credit requests, account setups, and other financial-related services are completed by the Tarrant County IT staff. L. Tarrant County telephone charges are downloaded and collated within Tarrant County IT staff and distributed to Tarrant County departments through a third-party records repository application. M. E911 for VoIP service is updated manually in the Intrada system by Tarrant County IT staff. AT&T is responsible for 911 updates for the Plexar system. N. Tarrant County will separately contract for approximately 1000 legacy POTS lines phones for life safety applications, elevators, and fire alarms. O. All VoIP servers are colocated between 2 data centers. RFP NO APPENDIX D PAGE 1

2 P. The Cisco Unified Contact Center Enterprise (UCCE) environment currently provides Call Center services for eight (8) County Departments. Q. The Cisco Agent Desktop (CAD) software is loaded on approximately one hundred eighteen (118) PC s (mixture of Windows 7 and Windows 10). R. The Contact Center has a self-service component that invokes a SQL database. The system will tell the caller the last 2 (two) payments that were posted to the caller s account. Screen pops populated by the caller entering their account information. S. The County has a 2 (two) Outbound Dialer Campaigns that call customers that are delinquent on court fees owed to the County and remind defendants of their court date, assigned court location, delinquent bond payments, and dismissed cases. The system states who the call is for, tells the customer what case they are delinquent on, and gives the customer a number to call to pay their fee. Vocalizer is utilized for text to speech. T. The other Contact Centers are straight forward performing skills based routing of calls. There are usually two (2) or three (3) skill groups per Call Center. There is no speech recognition software implementation at this time. Some of the Call Centers have English and Spanish prompts. U. Call monitoring (Supervisor listen in) is enabled in all Contact Centers. There is no call recording taking place in any call centers at the present time. V. There are approximately one-hundred sixteen (116) Contact Center agent phones configured in the Call Manager cluster dedicated to UCCE. W. The UCCE Contact Center environment is load balanced and configured in such a way that if a server fails, the other server processes all of the calls so that the failure is transparent to the users. X. Eleven (11) PRI s are used for PSTN connectivity. Y. InformaCast by Singlewire is utilized for overhead paging and intercom. 50 speakers are currently in use County wide. Z. Six (6) UCS 240 hosts are in use for Prime license manager (PLM) server, Corporate Cisco Unified Communications Manager (CUCM) and IM & Presence servers, Corporate Unity Connection (CUC) servers, UCCE CUCM servers, UCCE IVR servers, Cisco Unified Intelligence Center CUIC servers, and UCCE Intelligent Contact Management (ICM ) servers (Roggers, PGs, AWs). AA. BB. CC. Approximately 4 VoIP gateways are in place for digital to analog faxing. Approximately 16 devices are in use. Approximately 440 call handlers and 4 directory handlers are in use. Cisco WebEX is currently used by some departments for video conference purposes. Approximately 35 single host licenses are in place as well as approximately 8 Polycom units, varying in models numbers. RFP NO APPENDIX D PAGE 2

3 1. Telephony Plaza Bldg.: A. Plexar service is utilized and approximately 251 phones are connected. B. Approximately 237 VoIP phones are connected. C. Attendant functionality is currently in use on approximately 2 Plexar stations. D. Panasonic key system auto attendant is in place for the Sheriff s Department. 13 Plexar lines are used for trunking. E. Contact Center is currently in place for approximately 16 users. F. Approximately 1 UCD group and 8 stations are place. 2. Telephony Tim Curry Criminal Justice Center: A. Plexar service is utilized and approximately 535 phones are connected. B. Approximately 8 VoIP phones are connected. C. Attendant functionality is currently in use on approximately 6 Plexar stations. D. Contact Center is currently in place for approximately 4 users. 3. Telephony 1895 Courthouse: A. Plexar service is utilized and approximately 158 phones are connected. B. Approximately 72 VoIP phones are connected. 4. Telephony Administration Building: A. Plexar service is utilized and approximately 316 phones are connected. B. Approximately 23 VoIP phones are connected. C. Approximately 1 UCD group and 5 stations are place. Beehive lamp is in place to notify agents of callers in queue. D. Contact Center is currently in place for approximately 12 users. 5. Telephony Family Law: A. Plexar service is utilized and approximately 237 phones are connected. B. Approximately 36 VoIP phones are connected. C. Contact Center is currently in place for approximately 36 users. 6. Telephony Tom Vandergriff Civil Courts Building: A. Plexar service is utilized and approximately 535 phones are connected. B. Approximately 8 VoIP phones are connected. C. Attendant functionality is currently in use on approximately 6 Plexar stations. D. Contact Center is currently in place for approximately 4 users. RFP NO APPENDIX D PAGE 3

4 7. Telephony Arlington (Southeast) Subcourthouse: A. Plexar service is utilized and approximately 58 phones are connected. B. Approximately 10 VoIP phones are connected. 8. Telephony Mansfield Subcourthouse: A. A Norstar key system is in place and approximately 36 phone are connected at B. Plexar service is utilized for trunking. 25 trunks are connected. C. Approximately 3 VoIP phones are connected. 9. Telephony Northwest Subcourthouse: A. A Panasonic key system is in place and approximately 123 phones are connected at B. Plexar service is utilized for trunking. 10 trunks are connected. C. Approximately 37 VoIP phones are connected. D. Intercom paging in use on approximately 12 phones. E. Approximately 4 VoIP analog to digital faxes are utilized. 10. Telephony Northeast Subcourthouse: A. Approximately 59 VoIP phones are connected. B. Intercom paging in use on approximately 59 phones. 11. Telephony Southwest Subcourthouse: A. Approximately 64 VoIP phones are connected. B. Intercom paging in use on approximately 50 phones. 12. Telephony Miller Administration Subcourthouse: A. Approximately 34 VoIP phones are connected. B. Intercom paging in use on approximately 34 phones. 13. Telephony Griffin Subcourthouse: A. Approximately 34 VoIP phones are connected. B. Intercom paging in use on approximately 34 phones. RFP NO APPENDIX D PAGE 4

5 14. Telephony Southlake Subcourthouse: A. Approximately 34 VoIP phones are connected. B. Intercom paging in use on approximately 34 phones. 15. Telephony Northwest Annex: A. Approximately 55 VoIP phones are connected. B. Intercom paging in use on approximately 50 phones. 16. Telephony Elections: A. Plexar service is utilized and approximately 122 phones are connected. B. A Panasonic DBS key system is in place and support 2 IVR s. The IVR present voter registration information and voter information for Election Judges. C. Plexar service is utilized for trunking. 34 trunks are connected. D. Approximately 4 UCD groups and 70 stations are in place. 17. Telephony Medical Examiner: A. Approximately 110 VoIP phones are connected. B. Plexar service is utilized on a wireless system for backup purposes. 4 lines are connected. C. Approximately 24 overhead speakers are utilized in the facility. 18. Telephony Central Garage: A. Plexar service is utilized and approximately 9 phones are connected. B. Approximately 2 overhead speakers are utilized in the garages. 19. Telephony Fire Marshal: A. Approximately 8 VoIP phones are connected. B. Intercom paging in use on approximately 6 phones. 20. Telephony Community Development: A. A Panasonic key system is in place and approximately 19 phone are connected at this location B. Plexar service is utilized for trunking. 7 trunks are connected. C. Attendant console is used at 1 station. 21. Telephony Facilities Graphics: A. Plexar service is utilized and approximately 12 phones are connected. B. Approximately 2 overhead speakers are utilized in the garages. RFP NO APPENDIX D PAGE 5

6 22. Telephony Juvenile Kimbo: A. Approximately 207 VoIP phones are connected. B. Intercom paging in use on approximately 150 phones. C. Approximately 1 Akkadian console is in use. 23. Telephony Juvenile-Hulen: A. A Panasonic key system is in place and approximately 19 phones are connected at B. Plexar service is utilized for trunking. 4 trunks are connected. C. Attendant console is used at 1 station. 24. Telephony Juvenile-Lena Pope: A. A Panasonic key system is in place and approximately 19 phone are connected at B. Plexar service is utilized for trunking. 10 trunks are connected. C. Attendant console is used at 1 station. 25. Telephony Aquatic Center-Resource Connection 2200 Bldg.: A. Plexar service is utilized and approximately 2 phones are connected. 26. Telephony Carpenter Shop: A. Plexar service is utilized and approximately 6 phones are connected. B. Cordless handsets are used. 27. Telephony Juvenile Sylvania: A. Approximately 4 VoIP phones are connected. B. Intercom paging in use on approximately 4 phones. 28. Telephony Pct 1 Maintenance: A. Approximately 13 VoIP phones are connected. B. Intercom paging in use on approximately 12 phones. C. Approximately 2 overhead speakers are utilized in the garages. 29. Telephony Pct 2 Maintenance: A. Approximately 13 VoIP phones are connected. B. Intercom paging in use on approximately 12 phones. C. Approximately 2 overhead speakers are utilized in the garages. RFP NO APPENDIX D PAGE 6

7 30. Telephony Pct 3 Maintenance: A. An Avaya key system is in place and approximately 13 phones are connected at B. Plexar service is utilized for trunking. 6 trunks are connected. C. Approximately 3 overhead speakers are utilized in the garages and indoors. 31. Telephony Pct 4 Maintenance: A. A Panasonic key system is in place and approximately 16 phones are connected at B. Plexar service is utilized for trunking. 6 trunks are connected. C. Approximately 3 overhead speakers are in place in the garage and main office. 32. Telephony Records Warehouse: A. Plexar service is utilized and approximately 10 phones are connected. B. Approximately 4 wireless handsets are in use. 33. Telephony 300 W. Belknap: A. Plexar service is utilized and approximately 79 phones are connected. 34. Telephony 3350 W. Belknap: A. Plexar service is utilized and approximately 79 phones are connected. 35. Telephony CSCD 200 W. Belknap: A. Plexar service is utilized and approximately 323 phones are connected. 36. Telephony CSCD Southwest Alta Mesa: A. A Panasonic key system is in place and approximately 29 phone are connected at B. Plexar service is utilized for trunking. 13 trunks are connected. C. Attendant console is used at 1 station. 37. Telephony CSCD Miller: A. A Panasonic key system is in place and approximately 83 phone are connected at B. Plexar service is utilized for trunking. 39 trunks are connected. C. Attendant console is used at 4 stations. RFP NO APPENDIX D PAGE 7

8 38. Telephony CSCD Hurst: A. Panasonic key system is in place and approximately 41 phone are connected at B. Plexar service is utilized for trunking. 18 trunks are connected. C. Attendant console is used at 1 stations. 39. Telephony CSCD Resource Connection 1500 Bldg.: A. Approximately 26 VoIP phones are connected. B. Intercom paging in use on approximately 26 phones. 40. Telephony CSCD Arlington: A. Approximately 18 VoIP phone connected. B. Intercom paging in use on approximately 18 phones. C. Approximately 2 overhead speakers are utilized in the building. 41. Telephony Resource Connection-Human Services 1200 Bldg.: A. Approximately 27 VoIP phones are connected. B. Contact Center is currently in place for approximately 10 users. 42. Telephony Veterans Services 1200 Bldg.: A. Approximately 7 VoIP phones are connected. B. Intercom paging in use on approximately 7 phones. 43. Telephony Resource Connection-Welcome Center/1100 Bldg. A. Approximately 12 VoIP phones are connected. B. Intercom paging in use on approximately 10 phones Telephony Resource Connection-Housing/Juvenile 2100 Bldg. A. Approximately 43 VoIP phones are connected. B. Intercom paging in use on approximately 15 phones. 45. Telephony Facilities Warehouse/Sheriff Property 5051 Bldg. A. Approximately 6 VoIP phones are connected. B. Intercom paging in use on approximately 12 phones. C. Approximately 1 overhead speakers are utilized in the warehouse. RFP NO APPENDIX D PAGE 8

9 46. Telephony Sheriff Auto Theft Task Force/2400 Bldg.: A. An Avaya key system is in place and approximately 21 phones are connected at B. Plexar service is utilized for trunking. 5 trunks are connected. C. Attendant console is used at 1 station. 47. Telephony Sheriff CNET: A. A Panasonic key system is in place and approximately 9 phones are connected at B. Plexar service is utilized for trunking. 19 trunks are connected. 48. Telephony Sheriff North Patrol: A. Approximately 36 VoIP phones are connected. 49. Telephony Sheriff South Patrol: A. Approximately 11 VoIP phones are connected. 50. Telephony Sheriff Training Center-Resource Connection, 1500 Bldg.: A. Approximately 14 VoIP phones are connected. 51. Telephony Sheriff Laundry Center/DA-Resource Connection, 5041 Bldg.: A. Approximately 4 VoIP phones are connected. B. Intercom paging in use on approximately 12 phones. C. Approximately 1 overhead speakers are utilized in the warehouse. 52. Telephony Corrections Center/Pre-Trial: A. Plexar service is utilized and approximately 230 phones are connected. B. Approximately 20 wireless handsets are in use. C. Approximately 4 VoIP phones are connected. D. Contact Center is currently in place for approximately 4 users. 53. Telephony Lon Evans: A. Plexar service is utilized and approximately 10 phones are connected. B. Approximately 47 VoIP phones are connected. C. Approximately 8 wireless handsets are in use. 54. Telephony Greenbay Jail: A. A Panasonic key system is in place and approximately 43 phones are connected at B. Plexar service is utilized for trunking. 19 trunks are connected. RFP NO APPENDIX D PAGE 9

10 55. Telephony Cold Springs/Work Detail: A. Plexar service is utilized and approximately 33 phones are connected. 56. Telephony Public Health-Warehouse: A. An Avaya key system is in place and approximately 3 phones are connected at B. Plexar service is utilized for trunking. 3 trunks are connected. C. Approximately 4 wireless handsets are in use. 57. Telephony Public Health-Main: A. Approximately 322 VoIP phones are connected. B. Contact Center is currently in place for approximately 14 users. C. Approximately 12 VoIP analog to digital faxes are utilized. 58. Telephony Public Health-Watauga: A. An Avaya key system is in place and approximately 10 phones are connected at B. Plexar service is utilized for trunking. 8 trunks are connected. C. Approximately 4 wireless handsets are in use. 59. Telephony Public Health-Arlington: A. Approximately 26 VoIP phones are connected. B. Intercom paging in use on approximately 26 phones. 60. Telephony Public Health-Community Youth Development: A. Plexar service is utilized and approximately 1 phone line is connected. 61. Telephony Public Health-Immunization Registry 1200 Bldg.: A. Approximately 7 VoIP phone line is connected. 62. Telephony Resource Connection/Pubic Health Nurse Family Partnership 1200 Bldg: A. Approximately 10 VoIP phones are connected. B. Intercom paging in use on approximately 10 phones. 63. Telephony Public Health-Tobacco Cessation 2300 Bldg.: A. Approximately 11 VoIP phone line is connected. B. Plexar is utilized and in place for 8 lines. 64. Telephony WIC-Green Oaks: A. Approximately 9 VoIP phones are connected. B. Intercom paging in use on approximately 9 phones. 65. Telephony WIC-Mansfield: RFP NO APPENDIX D PAGE 10

11 A. Approximately 4 VoIP phones are connected. 66. Telephony WIC-Arkansas: A. Approximately 10 VoIP phones are connected. B. Intercom paging in use on approximately 10 phones. 67. Telephony WIC-LaGran Plaza: A. Approximately 6 VoIP phones are connected. B. Intercom paging in use on approximately 6 phones. 68. Telephony WIC-Resource Connection: A. Approximately 6 VoIP phones are connected. B. Intercom paging in use on approximately 6 phones. 69. Telephony WIC-Eastside: A. Approximately 7 VoIP phones are connected. B. Intercom paging in use on approximately 7 phones. 70. Telephony WIC-White Settlement: A. Approximately 7 VoIP phones are connected. B. Intercom paging in use on approximately 7 phones. 71. Telephony WIC-Haltom: A. Approximately 7 VoIP phones are connected. B. Intercom paging in use on approximately 7 phones. 72. Telephony WIC-Euless: A. Approximately 6 VoIP phones are connected. B. Intercom paging in use on approximately 6 phones. 73. Telephony WIC-Fiesta: A. Approximately 9 VoIP phones are connected. B. Intercom paging in use on approximately 9 phones. 74. Telephony WIC-Pantego: A. Approximately 5 VoIP phones are connected. B. Intercom paging in use on approximately 5 phones. 75. Telephony Child Protective Services-Ben Ave.: A. Plexar service is utilized and approximately 2 phones are connected. 76. Telephony Calhoun Parking Garage: A. Plexar service is utilized and approximately 1 handset is connected. RFP NO APPENDIX D PAGE 11