VEDP Telephone System Upgrade


[PDF]VEDP Telephone System Upgrade - Rackcdn.com10ba4283a7fbcc3461c6-31fb5188b09660555a4c2fcc1bea63d9.r13.cf1.rackcdn.com...

6 downloads 168 Views 218KB Size

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System Request for Proposals

Issue Date:

April 16, 2014

Title:

Voice over IP Telephone System

Issuer:

Virginia Economic Development Partnership 901 East Byrd Street Riverfront Plaza, West Tower, 19th floor Richmond, Virginia 23219

Bids Will Be Received Until:

May 8, 2014, 4:00 p.m., Eastern Standard Time

Bid Submission:

E-Mail and Mail or Deliver to: Sheila Alvis Purchasing Manager Virginia Economic Development Partnership 901 East Byrd Street Riverfront Plaza, West Tower, 19th Floor Richmond, Virginia 23219 [email protected]

Organization Submitting Proposal ________________________________ Offeror’s Location/Address _______________________________________ ____________________________________________________________ VENDOR DATA The following information is required as part of the Offeror’s response to this solicitation. Failure to complete and provide this sheet may result in finding your bid nonresponsive. 1.

Qualification: The vendor must have the capability and capacity in all respects to satisfy fully all of the contractual requirements.

2.

Signature and printed name of individual authorized to commit the company to perform the work proposed: _____________________________________________

Page 1 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 3.

Vendor’s Primary Contact: Name: _______________________________

Phone: ________________

E-mail: _______________________________________________________ Address: ______________________________________________________ 4.

Years in Business: Indicate the length of time you have been in business providing this type of good or service: __________ Years

________ Months

5.

FIN or FEI Number: ___________________________________

6.

List a minimum of three of your current and recent clients. Include the length of service and the name, address, and telephone number of the point of contact. 1.

Company: Phone: (

Contact: )

Fax: (

)

Project:

2.

Dates of Service:

$ Value:

Company:

Contact:

Phone: (

)

Fax: (

)

Project:

3.

Dates of Service:

$ Value:

Company:

Contact:

Phone: (

)

Fax: (

Project: Dates of Service:

$ Value:

Page 2 of 48

)

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System TABLE OF CONTENTS PAGE

I.

Purpose

5

II.

Background

5

III.

Statement of Need

6

Required Quantities

8

Telephone System Processor

9

Telephone System Processor-Core System Redundancy and Failover

10

Ethernet Connectivity

11

Trunk Lines

11

Telephone System-Analog Lines

12

TAPI Interface/VEDP Call Center

12

911 Dialing

13

Backup and Restore Operations

13

System Management and Operator Control

14

Call Accounting and Reporting

14

User Features

17

Voicemail System

19

Automated Attendant System

21

Telephone Sets and General Programming

22

Apps for Mobile Devices

25

Video Capabilities

26

PoE Enabled Ethernet Switches

27

Page 3 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System Scope of Work to Be Performed by Vendor

29

Permits, Fees, Electrical Wiring, Materials

30

UPS Power System

32

Telecommunications and Service Providers

33

Cut-Over and Programming

33

Training and Documentation

35

Technical Management, User Diagnostics and Troubleshooting

37

Licensing and General

37

Upgrades, Maintenance, Service and Warranty

37

IV.

Proposal Preparation and Submission Requirements

39

V.

Evaluation and Award Criteria

40

VI.

General Terms and Conditions

40

VII.

Special Terms and Conditions

46

VIII.

Attachments Existing Phone System Schematic Proposed Phone System Schematic

Page 4 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System I.

PURPOSE

Virginia Economic Development Partnership (VEDP) and Virginia Tourism Corporation (VTC) need to replace their existing Nortel CS1000 Voice over IP telephone voice mail system with a more up to date on premises system. Other enhancements, such as Unified Communications and Messaging, Mobile Device Clients, and integration with popular business applications are to be included as part of the new system. VEDP/VTC also intends to purchase new Ethernet switching gear for its voice and data network systems. II.

BACKGROUND

VEDP In 1995, the Virginia General Assembly created the Virginia Economic Development Partnership (VEDP) to better serve those seeking a prime business location and increased trade opportunities and, therefore, to foster increased expansion of the Commonwealth's economy. As a state authority, the Partnership is governed by a 25 member Board of Directors comprised of businesspersons from around Virginia, each of whom is appointed by the Governor and the General Assembly. Our President & Chief Executive Officer is employed by the Board to oversee the fulfillment of our mission: "To enhance the quality of life and raise the standard of living for all Virginians, in collaboration with Virginia communities, through aggressive business recruitment, expansion assistance, and trade development, thereby expanding the tax base and creating higher-income employment opportunities." To fulfill this mission, we focus on cultivating new business investment, fostering international trade growth and encouraging the expansion of existing Virginia businesses. VTC The Virginia Tourism Authority, doing business as the Virginia Tourism Corporation (VTC) is an organization of more than 70 professionals working in the Richmond office and at 11 Welcome Centers throughout the Commonwealth of Virginia. The overriding goal of all of VTC’s activities is to “serve the broader interests of the economy of Virginia by supporting, maintaining and expanding the Commonwealth’s domestic and international inbound tourism and motion picture production industries in order to increase visitor expenditures, tax revenues and employment.” Or, stated another way, our goal is “more people, staying longer, spending more money.”

Page 5 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System III.

STATEMENT OF NEED

VEDP desires to retire its current Nortel (Avaya) CS-1000 version 4.1 platform and procure a new self-contained on premise phone system that is in its mainstream development lifecycle, is better integrated with smartphone and mobile applications, has support for video, and has better remote office gateway support.

System Selection Process VEDP recognizes that any one given system may not be able to provide all the features or specifications requested within this document, but please understand that VEDP is not interested in an off-premise system, any leased or rented systems, or systems that are not fully integrated with the mobile device environment. For all other systems, please be aware that the omission of some specifications will not necessarily disqualify any reasonable proposal. Vendors are also encouraged to break out and/or itemize labor, warranty, and software maintenance and equipment costs so that VEDP may be able to further study or adjust quantities for refinement. Also please feel free to comment on any point why you believe your system would best benefit VEDP and VTC. The final decision will ultimately be a balance between one that meet our business needs, is affordable, has mainstream application developments and support, and cost effective maintenance.

Description of the Current System The VEDP and Virginia Tourism Corporation (VTC) are collocated and are sharing a Nortel CS-1000 Voice over IP (VoIP) system version 4.1. Existing telephone desk sets and clients are almost entirely IP-based, including 250 I2004 IP Telephone sets and IP licenses, 2 Reception Consoles, and 36 Teleworker (i2050 Mobile Device) licenses. Other interfaces include 48 analog ports, 3 PRI Line ports, 4 POTS Trunk lines (Analog failover/backup) dial-out trunk ports, 4 Fax Line Ports, 16 simultaneous Voicemail channels, and 4 SIP channels for networking. VEDP Also has one Nortel Survivable Remote Gateway (SRG) and a small BCM-50 system that is chained locally to our CS-1000. Other support hardware includes a Dell Server for Nortel OTM system management software, a 4200 Watt (6000VA) UPS battery backup system with a 2 hour battery backup capability. The UPS is running at 50% load, powering the system itself along with four Nortel 5520 48-PWR layer-3 48-Port 1GB PoE switches for the telephone sets and one 5520-24-PWR 24-port 1GB Layer 3 PoE routing switch for the system. VEDP also has an additional 12 5520-48-PWR 1GB Layer 3 PoE routing switches for its data network, in which we will be including in this RFP for our Ethernet Data network switch upgrade as well. VEDP’s existing CS-1000 platform currently offers basic productivity tools that are used daily and will be a requirement of the proposed system. These features include, but are not limited to, Integrated/Unified GUI-based Voice Messaging software

Page 6 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System (Callpilot), Microsoft Outlook integration (Callpilot Outlook Plugin), ability to email voice mail messages and e-mail friendly voice mail messaging, and an automated attendant. interfaces. VEDP also uses RSI’s Shadow CMS Call Accounting software for call accounting and reporting. VEDP’s CS-1000 currently has two PRI lines, each line configured with 23+D (with D channel/clocking) on both lines for single PRI line (failsafe) operation. Each PRI line is fractional, with 13 voice channels on each line. VEDP uses two blocks of DID numbers which are present on either PRI Line: One block of 320 DID numbers from 804-545-5500 to 804-545-5839 and another block of 20 numbers, which is 804-6738200 to 804-673-8220. These PRI lines are provided to VEDP by Windstream (Formerly Paetec/US LEC). VEDP currently has a Call Center with 6 operators and 1 manager console. These operators typically open tables in SalesForce and dial outbound with an integrated plugin. The plugin invokes the TAPI driver on their PC, and the TAPI Interface on the system thus dials the number for them. The operators primarily use their extension to dial out, but they can take calls through the manager as well. Salesforce provides the calling list, and RSI Shadow CMS records the call statistics. The manager has an add-on extension module on their telephone that can monitor all extensions in the Call Center. The Call Center has their own dedicated DID group, which is the 804673-8200 which was mentioned at the beginning of the document, and we would continue using this block with the new system. Operators can assign calls to particular campaigns for statistical report generation. VEDP/VTC currently has 48 analog ports, and is using 4 of the 48 ports as backup dial-out POTS trunk lines. There are 27 other analog line currently in service and they are being used for fax machines, postal equipment, various audio conferencing equipment, and other modem devices used for autodialers, security systems and so on. VEDP/VTC is currently powering the system with a Powerware 9125 True SineWave UPS. The UPS is operating at approximately 50% of its load and has a twohour runtime reserve. We wish to replace this UPS with an equivalent, and will redeploy this older UPS for use elsewhere in VEDP.

Page 7 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

Required Quantities 220

Telephone Sets

250

Voicemail Boxes

250

Unified Messaging Voice Mail Clients

20

Fax Clients

250

Mobile Application Clients

18

Regional Office Gateways

6

48 Port 1GB PoE Ethernet Switches – For desk phones (An additional 24-port switch for the phone system rack may be required)

1

Standard 19” closed sided cabinet, to house UPS system, all core telephone system components, and servers of any kind.

2

Basic Operator consoles

Page 8 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

Proposed System - Architecture and Features

1. Telephone System Processor – General Requirements 1.1

The proposed PBX software or application system itself, including any supporting operating systems that run the PBX application may run on (Windows/Linux), including any supporting hypervisors (MS HyperV, VMWare), and any/all server hardware must all be current and at the latest supported revision level at time of delivery.

1.2

Proposed system must be a mainstream product only. Do not submit a proposal for any system or product – even if it is at a current release that is soon to be a dead-end product line or has an announced end-oflife.

1.3

System must have Network Time Protocol (NTP) support for system clock/time synchronization with an Internet time server. The PBX system clock and the time displayed on all desk phones must also remain in sync.

1.4

List all IP sets supported / recommended by the manufacturer, including any off-the-shelf industry-standard Voice over IP SIP telephone sets - E.g. Polycom IP 335, 6000 PoE, Snom, etc.

1.5

Phone system must be able to support any generic SIP based telephone for at least basic telephone operations such as hold, transfer, caller-id, etc.

1.6

VEDP also desires a system or system monitoring utility that can email or text message alerts to notify VEDP Staff and/or the vendor (if under maintenance agreement) in the event of a system warning or failure such as overheating, failing hard drive, a downed PRI line, etc.

1.7

VEDP requires full administrative rights and access to all areas in the system, whether it be by GUI/web or command line interface - or both - in order to perform occasional system level tasks. The vendor shall furnish all system used-id’s and passwords to VEDP. VEDP shall not be ‘locked out’ of any system or any equipment that it has purchased.

Page 9 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

2. Telephone System Processor – Core System Redundancy and Failover 2.1

VEDP is looking for a system that has a reasonable degree of redundancy inherently built into the system so basic switching/operation of the system will continue should a critical processor or component fail. Explain on the Vendor Response Sheet how operations would continue in the event of a system processor failure.

2.2

VEDP requires redundancy for components and/or servers that will very likely fail during the life of the equipment, such as fans, power supplies, and hard drives. Other components such as a power supply, would be desirable if “Hot Swappable”. VEDP expects to see redundancy for the following: 2.2.1 2.2.2 2.2.3

RAID 1 or 5 for any hard disk system, even for SSHD’s Redundant cooling fans – allows for at least 1 fan failure Redundant Power Supplies – install on all AC powered equipment

2.3

VEDP will prefer a system in which all critical components that are powered by a UPS perform a safe system shutdown should the UPS fall below a certain battery charge level. UPS monitoring and/or shutdown may be achieved using an Ethernet interface.

2.4

The system may be tied into or ‘joined’ into VEDP’s domain, or partially integrated with Microsoft Active and a Microsoft Exchange 2010/2013 Server to provide enhanced features and services such as an online directory, but it is strongly preferred that such a system can operate independently of a Microsoft Exchange server environment as well. To clarify, any telephone system that is based on a Windows server is acceptable, provided that it can boot and run during the temporary absence of a domain controller or Exchange server. The only exception to this would be a proposal for a Microsoft Lync Server 2013 system, which is a system solely based on this environment.

Page 10 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

3. Ethernet Connectivity 3.1

VEDP runs all client telephones on a dedicated Ethernet network. This network is a different IP address space than that of VEDP’s data network, but the two networks are routed together to provide connectivity between the PC workstations and the telephone switch for Callpilot/Unified messaging services. VEDP fully intends to keep an independent Ethernet network dedicated primarily for the Voice system and separated, but also routed, to the VEDP data network. The only exception to this is having VoIP telephones on VEDP’s data network for our regional offices. Our regional offices are all connected together on the data network only, where traffic from those sets must travel through our data network back over to the telephone network. The proposed system must have adequate Ethernet interfaces to support this configuration. We also intend to install a VoIP/Analog “gateway” in each regional office.

4. Trunk Lines 4.1

As mentioned previously, VEDP plans to keep its two PRI lines from Windstream and will continue to use the (804-545-5500 to 804-5455839) and (804-673-8200 to 804-673-8220) DID blocks. These two PRI lines are provided to VEDP by Windstream (Formerly Paetec/US LEC). We intend to leave each line configured as they are, with 23+D (with D channel/clocking) on both lines for single PRI line (failsafe) operation. Each PRI line is fractional, with 13 voice channels on each line.

4.2

System shall be also be equipped with a dedicated SIP trunk digital interface, with any/all required enablers or license keys, as VEDP may be upgrading from PRI lines to a SIP-based trunk line in the future.

4.3

We are also requiring that the proposed system shall detect a downed PRI line and continue to operate on any remaining operational PRI line(s) should any particular PRI line go down. System should also be able to automatically detect and bring online an operational PRI line that was previously identified as being down or offline.

4.4

VEDP also has four analog loop-start POTS lines for dial-out should all channels on the available PRI lines be tied up and/or in the event that both PRI lines go down. We are requiring that the proposed system shall also configure these four loop-start analog lines as failover/spillover backup.

Page 11 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 4.5

VEDP realizes that caller-ID outbound may not be possible in the case where the system is relying exclusively on loop-start analog dial-out lines, but this would only occur during unusual circumstances such as during the failure of one or both PRI lines.

5. Telephone System – Analog Lines 5.1

VEDP is going to reduce our existing quantity from 48 analog lines to 32 analog lines for the proposed system. These 32 ports may include the four analog trunk ports mentioned in 4.3.

5.2

The system must be able to support full high speed analog line (modem) support throughput from the PRI line to the analog extension and vice versa. This is to support existing high speed fax machines and postal machines that use legacy modem technology.

6. TAPI Interface / VEDP Call Center 6.1

Vendor will program dedicate the 804-673-8200 DID group for the VEDP callcenter.

6.2

The PBX System processor must have a standard TAPI interface and accept industry standard TAPI commands.

6.3

Vendor must show TAPI driver compliance with Windows XP (32 and 64-bit) Windows 7 (32 and 64 bit), Windows 8, Windows 2008 Server (32 and 64-bit), Windows 2008 R2 Server, and Windows Server 2012 and Windows Server 2012 R2.

6.4

System must have a ready to go call campaign software and provisions for setting up call campaigns. The following features are desired 6.4.1

6.4.2 6.4.3

We do not wish to require our operators to append a campaign prefix or suffix number every time they dial. A system where our operators can log into their set with a their operator number and a campaign number at the beginning of the day or session would be preferred. Operator and campaign information need to be logged along with all call log details for the VEDP Callcenter Operators. A SQL Server connector for accumulating call data as calls are logged in real time is highly preferred. We prefer to avoid collection systems which run jobs with periodic batch collections.

Page 12 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 6.5

Vendor will demonstrate call center capabilities and available software

7. 911 Dialing 7.1

While this is a minor point, we initially had many occurrences of employees accidentally dialing 911 almost weekly. For example, it was too easy to accidently dial 911 when dialing International numbers – i.e. 9, 011, (Country Code) (Area Code) (Number). If 0 was pressed too lightly, a 911 call would occur. The solution was to set the system so that 9,911 must be dialed to place a 911 call. Set a dialing rule to correct this.

7.2

All gateways in the regional offices must be programmed to utilize the local analog line versus the VoIP line for 911 locality information.

8. Backup and Restore Operations We require a full system recovery option covering three levels – the operating system itself, system configuration/setup and programming, and third, user data such as voicemail content, speed dial presets, and so on. 8.1

VEDP requires a full backup of the operating system, software, and latest firmware in order to perform a full restoration of the system in case of hardware or catastrophic failure. This includes all components, but is not limited to, gateways, servers, processors, routers and switches, voicemail system, automated attendant system, and call detail recording system. The latest copy of all installation software, firmwares, and license keys shall be included and provided to VEDP on media for restoration such as on CD’s or DVD’s.

8.2

On the intermediate level, the vendor shall provide to VEDP software to perform and configure periodic backups of the configuration and content i.e. “Structural metadata” of the system itself. These backups are to be performed by the vendor and VEDP staff as deemed necessary. They will include the setup and the configuration of the system itself, the programming of the telephone sets and Automated Attendant menu structures, and the structure of all voicemail boxes. This would also include provisions to perform a full database/system (bulk) backup and restore of all content (messages) contained in all voice mailboxes.

8.3

VEDP will also need to perform routine or “granular” backups of user data such as voice mailboxes and their content, and be able to restore Page 13 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System individual voice mailboxes without having to shut down the system or affect other mailboxes on the system. 8.4

Vendor will perform tests to verify that backup and restore operations are successful.

9. System Management and Operator Control 9.1

The proposed system shall provide a user-friendly, intuitive GUI or Web interface for VEDP staff to perform routine operator move, add, and change requests, as well as provide backup and restore operations for user data such as restoring a user’s voicemail box or to reset their password.

9.2

A Command line interface, if available for that system, will be accessible by VEDP staff to perform higher level or advanced operations.

9.3

This shall manage basic operations such as: 9.3.1 9.3.2 9.3.3 9.3.4 9.3.5 9.3.6 9.3.7 9.3.8 9.3.9 9.3.10 9.3.11 9.3.12 9.3.13

Telephone set moves, add, and changes Voicemail box setup and changes User passwords – setting and resetting Mobile Application extension setup and login access Automated Attendant – creating/editing ‘Menu Tree’ and recording voice menus. Viewing online VoIP extensions, their IP and MAC addresses. Overall health status of the system Email/text message notification Report generation of call activity / raw data dump of call logs Backup and restore telephone set programming Backup and restore individual user voice mailboxes and mailbox content Backup and restore automated attendant menus and messages contained within Administrator login to export contents of voice mailboxes to .mp3 or .wav

10. Call Accounting and Reporting 10.1

Call accounting and reporting system is required and shall be provided as recommended by the vendor. VEDP will not require the vendor to import any previous call log data from VEDP’s existing CS-1000 to the proposed system.

Page 14 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 10.2

The vendor shall provide the hardware and software for Call accounting and Cost Accounting system with backup capabilities, capable of real time system management reports and departmental billing. The system must also run call accounting software that is relatively easy to upgrade.

10.3

The system must have a capacity to store all system traffic information for a period of at least 2 years or more, along with the ability to archive data that can be accessed for future reference as needed.

10.4

All data stored in the Call Detail Recording system must be easily exportable to Microsoft Excel, Access, Microsoft SQL Server database, or CSV file. A system including a SQL Database connector to allow for the collection of call logging in real time would be preferred – see below.

10.5

VEDP very much prefers to have a telephone system that has a SQL server database connector. This SQL connector should be fully capable of connecting to a Microsoft 2012 SQL database in order to dump raw call log records into a VEDP SQL database server real-time.

10.6

Call Accounting Software Web accessible by a standard web Browser?

10.7

The system must be capable of, but limited to, the following reports: 10.7.1 10.7.2 10.7.3 10.7.4 10.7.5 10.7.6 10.7.7 10.7.8 10.7.9 10.7.10 10.7.11 10.7.12 10.7.13 10.7.14 10.7.15 10.7.16

Billing structure capable of supporting two or more separate organizations. Long Distance billing by department Backup and restore of Call Detail – Metadata. Report generation of call activity Expense report generation of call details Incoming calls Outgoing Calls Total Local Usage in Minutes Total Long Distance Usage in minutes Total International Long Distance In Minutes Total Domestic Long Distance In Minutes Billing reports for Total Local and Long Distance reports per extension Billing reports for Total Local and Long Distance reports per group or division Billing reports for Total long distance reports per organization (Vedp and VTC are separate organizations) Trunk Usage Detail and Summary Departmental Usage Detail and Summary

Page 15 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 10.7.17 10.7.18 10.7.19 10.7.20 10.7.21

Station Usage Detail and Summary Account Code Detail and Summary Caller Number Time and Date Stamp Vendor must continually update ‘rate table’ from VEDP/VTC’s Long Distance provider to provide accurate long distance billing 10.7.22 Long Distance usage and reports must be accurate and coincide with actual long distance bill received from carrier. 10.7.23 Detailed and relational reports shall be available by call campaign, operator, number, etc. 10.7.24 Ability to associate outbound calls with a customizable project code (Call Campaign) needed to track the performance and gather key metrics per campaign at the extension level.

10.8

The cost accounting system must be capable of generating billing reports on any configurable and granular level as needed. Data must reflect the accurate cost of base rate long distance and message rate services and generating individual station usage reports with billing information and billing summaries. This shall also include rates for international calls, based on each country’s rate.

Page 16 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

11. User Features 11.1

The following basic user features shall be included in the system. Please indicate on the response sheet any of the following features that your system cannot support. Please feel free to comment on any additional user features that your system includes as well. 11.1.1 11.1.2 11.1.3 11.1.4 11.1.5 11.1.6 11.1.7 11.1.8 11.1.9 11.1.10 11.1.11 11.1.12 11.1.13 11.1.14 11.1.15 11.1.16 11.1.17 11.1.18 11.1.19 11.1.20 11.1.21 11.1.22 11.1.23

11.1.24 11.1.25 11.1.26 11.1.27 11.1.28 11.1.29 11.1.30

Online Name directories (Possibly from Active Directory LDAP) Automatic Call Back Automatic Call Distribution Automatic Redial Automatic Ring Down Call Cascade Call Forward Call Hold Call Park Call Pickup Call Redirect Call Transfer Call Waiting Call Blocking – either on a user or administrative (system) level Caller ID inbound, displaying both name and number.* Caller-ID Outbound ** Call Logging – User viewable log of calls and view missed calls, answered calls, etc. Camp on Conference Calling – Any user/desk set capable of conferencing in at least 6 or more parties*** Distinctive Ringing Do Not Disturb Fax Back Option Fax Tone Detection – Detects an incoming fax and automatically reroutes it to the fax number assigned to its extension. **** Wireless pager or email support to indicate that a message has been left in your voicemail box. Last Number Dialed Multiple Attendant Consoles Music On Hold - an ‘RCA’ or 3.5 audio jack for line level audio Night Service Public Address System & Intercom Ring Groups – group of extensions that ring in unison

Page 17 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 11.1.31 Short Message Service – SMS capability to send/receive text messaging **** 11.1.32 Speed Dialing – at least 12 numbers, if not more 11.1.33 Time of Day Disable – disables or limits functionality of certain extensions based on the time of day (Example: Disabling calls from a lobby phone after hours) 11.1.34 Time Of Day Routing – allows calls to follow different paths during different times of the day 11.1.35 Toll Restriction (900 / International call Blocking on select telephones *In the event where a user may have multiple lines appearances programmed on their phone, inbound caller-ID name and number must be programmable to show this Caller-ID information for not only for the primary line, but to also have this information appear on other selected line appearances of the users choice. Should the user’s primary line be in use, Caller-ID name and number information of an inbound call rolling to the user’s secondary (phantom) line must appear on the display of their phone. Furthermore, it is also a requirement to be able to selectively mute caller-id information for other line appearances appearing on a phone, for privacy concerns, such as muting Caller-ID information of a line appearance that may be a primary line of another employee. **Caller-ID Identification outbound, as specified by VEDP for that extension. Called parties will see the DID (Extension) number and any designated name displayed for that extension as set or programmed by VEDP. “Phantom” numbers, if permitted to call outbound, must also be able to be set with a general caller-ID name and number. ***Limited to available PRI Channels ****Preferably sent and received with a PC or Mobile Application

Page 18 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

12.Voicemail System 12.1

VEDP prefers a voicemail system that can run independently of a Microsoft Windows network or Microsoft Exchange, but tie-ins are also acceptable for feature enhancements such as an online directory. To clarify, any telephone voicemail or automated attendant system that is based on a Windows server is acceptable, provided that it can boot and run during the temporary absence of a domain controller or Exchange server. The only exception to this would be a proposal for a Microsoft Lync Server 2013 system, which is a system solely based on this environment.

12.2

VEDP would like voicemail to be accessible at least four different ways: 12.2.1

12.2.2 12.2.3

12.2.4

Using GUI-application on their desktop. This could be a standalone application, a web app, or a plug-in for Microsoft Outlook. Being able to select playback between their telephone handset or their computer speakers would be a plus. Dialing into the system and playing their voicemail from their phone set Dialing into the system from home and playing their voicemail over their home phone – (we have a designated DID # for this) From any mobile device client installed on a smartphone or laptop.

12.3

The Voice Mail system shall be configured with adequate ports and/or licenses as to not cause Voice mail messaging and Automated Attendant access problems or bottlenecks during a peak time. VEDP currently has a “16 port” voicemail system and we would like to keep this equivalent.

12.4

Voice mail must also be viewable and managed, both for an administrative and user interface, from a web-based application, using any current version of Mozilla Firefox, Microsoft Internet Explorer, and Safari, in addition to meeting and voicemail application software that is compatible with the operating systems stated in 15.7, 15.8, and 15.8.

12.5

User can receive and send SMS (Text) messages left on system using the Desk set, Mobile App or with PC ‘Unified messaging’ client.

Page 19 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 12.6

User can receive and send FAX messages on system using the PC ‘Unified messaging’ client or possibly Mobile Application.

12.7

Voice recognition/command capability to manipulate voicemail?

12.8

Features, not limited to: 12.8.1 12.8.2 12.8.3

At least 1 hour storage per mailbox for 300 mailboxes No less than 16 ports of simultaneous access SMS and/or email notification upon receipt of voice mail (User Selectable) 12.8.4 Ability to attach message in email (User Selectable) 12.8.5 System must be able to automatically compress and attach email voice messages using a non-DRM industry standard codec such as a .WAV or .MP3 file. 12.8.6 Announce Time and Date and Caller ID of message when playing back message from a handset 12.8.7 View Caller ID and Caller Name of message (From Mobile App or PC) 12.8.8 Configurable maximum message length limit mailbox by mailbox (Administrative setup) 12.8.9 Configurable total message time mailbox by mailbox (Administrative setup) 12.8.10 Configurable total storage size limit mailbox by mailbox (Administrative setup) 12.8.11 Password protected voice mail boxes (User Selectable) 12.8.12 Stand-alone voice mail boxes (not necessary to be tied to an extension – i.e. for an automated attendant) 12.8.13 Number of voice mail boxes limited only by practical disk space available. 12.8.14 A message indicator indicating new messages must be displayed on the user’s desk telephone set and on any mobile application installed on a mobile telephone that ties into the Voicemail system. 12.8.15 System must possess ability to dial using Outlook contacts or user directory from Outlook running on personal computer workstations. (Callcenter) 12.8.16 System must have the basic user interface (keypad) controls available from any touch-tone phone, PC or Mobile Application: 12.8.16.1 Play Message 12.8.16.2 Pause Playing 12.8.16.3 Resume Playing 12.8.16.4 Next Message 12.8.16.5 Previous Message 12.8.16.6 Skip Forward

Page 20 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 12.8.16.7 12.8.16.8 12.8.16.9 12.8.16.10 12.8.16.11 12.8.16.12 12.8.16.13 12.8.16.14 12.8.16.15 12.8.16.16

Backward Erase Message Record New Greeting (Normal and Alternate) Select normal or alternate greeting Play normal or alternate greeting Dial or announce caller-id number of message Announce time and date of message Copy (forward) message to another mailbox Save message Exit voice mail

13. Automated Attendant System 13.1

The automated attendant must be easy to configure, using a graphical User Interface (GUI) – preferably web-based, and with different levels of security. Examples of security access are allowing full system access, menu change access, or simple announcement–only access.

13.2

The automated attendant must be able to handle a number of different administrators, typically a person from each section of the organization, so that they may maintain and update their ‘Tree’ and announcements as needed.

13.3

Voice command/recognition capabilities Please state cost, if extra, for this capability.

Page 21 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

14.Telephone sets and general programming 14.1

Each user will be equipped with a VoIP Telephone set, including a voicemail box, some sort of GUI Software (Integrated/Unified messaging client) for managing their voicemail messages on their PC, and provisions for a mobile client. Each phone set shall be programmed with at least two lines – their DID line and a second rollover ‘phantom’ line.

14.2

Caller-ID inbound name and number shall be operational on all lines on all sets, and should a user be on their primary line when an inbound call occurs, the caller-ID name and number of the second caller should appear on their second line as well. If the second line is not answered, that call will need to forward to the destination of the users choice, whether it be forwarded to another number, their mobile app, or to the users voicemail box on a Busy/No Answer condition.

14.3

All VoIP telephone sets shall be programmed by the vendor with the users existing DID and phantom line number. e.g. DID 545-5678 and a phantom line of 4678.

14.4

All Client Applications (backend support) shall be programmed by the vendor and ready for employees to download and activate on their smartphone devices. Voice over IP telephone sets must be able to be powered by any Industry-standard IEEE 802.3af Power over Ethernet switches.

14.5

Vendor shall propose at least three models of Voice over IP telephones. These voice over IP telephones shall have at least these basic features in common: 14.5.1

14.5.2 14.5.3 14.5.4 14.5.5 14.5.6 14.5.7

All VoIP phone sets must be able to be powered by any nonproprietary PoE Ethernet switch or PoE injector that meets or exceeds the wattage requirements of the phone. It would also be preferred if sets can also be powered by an external AC adapter. Automatic 100/1gb full duplex Ethernet interface Sets may be able to be configured with either a Static, Partial DHCP, and/or with a full DHCP dynamic IP address. Compatible with proposed TAPI Workstation Integration / Dialing – See section 6 “TAPI Interface / VEDP Callcenter” SNMP version 3 compliant (preferred) SIP protocol is preferred 12 foot Cat. 5e stranded copper Ethernet cord (Black)

Page 22 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 14.5.8 14.5.9 14.5.10 14.5.11 14.5.12 14.5.13 14.5.14 14.5.15 14.5.16 14.5.17 14.5.18 14.5.19 14.5.20 14.5.21

14.5.22 14.5.23 14.5.24 14.5.25 14.5.26

14.5.27 14.5.28

2 foot coiled (Approximately 10-12 foot extended) receiver cord Headset must be compatible to work with most hearing aids Jack for optional headset Compatible non-proprietary, industry-standard headsets Full-Duplex speakerphone Easy to see color display – backlit preferred – approximately 3” or larger Adjustable contrast/brightness on display Easy to follow and understand menus on display Online User Directory accessible on the set Date and Time on Display Message Waiting indicator light and/or visible on display Caller Log with Caller-ID name and number accessible on display At least two lines assigned to each user (See 14.1) and visible on display Supports at least six line appearances visible on display – this includes the users primary and phantom line, and up to four other lines of the users choice. Easy to read and understand menus on screen Programmable feature keys One-button call forward preset to voice mail Bluetooth enabled for wireless headsets Vendor shall provide the current draw and /or the PoE class of each model e.g. PoE Class 1 or 2, and confirm that all sets of the same type can be powered on simultaneously by the proposed and fully loaded 48 port PoE Ethernet switch (such as during a power-up cycle). Ability to mute ringer if user does to wish to take incoming call Ability to save favorite numbers / build/save custom directories.

14.6

Propose at least one model of VoIP SIP set specifically designed for use as a conference room quality speakerphone – e.g. Polycom SoundStation IP 5000

14.7

Propose at least one model of a very basic single-line VoIP set with a digital display capable of displaying caller-id (For use as a Lobby/Courtesy phone).

14.8

Vendor shall propose at least one model of an advanced cordless handset VoIP set with a digital display capable of showing at least two lines and caller-id.

Page 23 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 14.9

Vendor shall propose an operator console appropriate for the C&P Call Center and the VEDP receptionist desk

Page 24 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

15.Apps for Mobile Devices 15.1

VEDP is looking for mobile application software that is included with, and will tie into the proposed PBX system. This is to provide at least the following basic PBX features from a mobile device, running on cellular data or on a wi-fi connection. 15.1.1 15.1.2 15.1.3 15.1.4 15.1.5

Voicemail Access Notification of unplayed voicemail Call-log Online Directory Send/receive SMS (Text Messaging) to/from using the users DID number to other SMS enabled devices 15.1.6 Voice calls to/from the users DID to other parties 15.1.7 Hold 15.1.8 Transfer 15.1.9 Conferencing - three or more parties 15.1.10 Compatible with device’s on-board Bluetooth for handsfree use 15.2

VEDP requires different variants of this mobile application to run on multiple platforms, including Windows based laptops and smartphones, Android-based tablets and smartphones, and IOS based tablets and smartphones, and possibly support for Blackberry 10 devices.

15.3

VEDP strongly prefers that the mobile application has nearly the same look and feel of operation – as is practical- when comparing against different brands and types of mobile devices and their versions of operating systems.

15.4

The Smartphone and Mobile Device clients must be able to operate through the cloud while providing a reasonable secure and encrypted communication such as a form of Virtual Private Networking (VPN), and be able to connect to their office phone number and voicemail box.

15.5

Smartphone and Mobile Device clients must also operate in a severely limited bandwidth situation.

15.6

The Mobile Device client software for Windows tablets and laptops – Running Windows 7 or 8, must be a ‘standalone’ installer that we can install on a laptop software ‘image’ for automated bulk upgrades and

Page 25 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System hardware replacements. We would prefer that an .apk file be available for Android Clients. 15.7

Vendor must show application compliance with Windows XP (32 and 64-bit) Windows 7 (32 and 64 bit), Windows 8, Windows 2008 Server (32 and 64-bit), Windows 2008 R2 Server, and Windows Server 2012 and Windows Server 2012 R2.

15.8

Vendor must show application compliance with Apple Tablet and smartphone IOS versions 5, 6, and 7.

15.9

Vendor must show Android application compliance with Android Operating systems 3.0 (Honeycomb) to 4.4 (KitKat).

16. Video Capabilities 16.1

VEDP is considering video capabilities for users to conduct and ‘bridge’ video conversations between video enabled devices. Specify what bridging options are available – point-to-point, multi-point bridging, number of sessions, etc.

16.2

All video application / Mobile Application versions of software offered by the vendor of the proposed system must be available and fully supported to run on all of the latest operating systems as specified in 15.7 to 15.9

16.3

VEDP and VTC would prefer that the manufacturer offers VGA video-enabled telephone desk sets. This is not a requirement, and only a very limited number of these types of sets may be purchased for evaluation. Please state what models are available, if any, and their pricing.

16.4

Please state any video bridging capability and/or specifications that your system may offer to connect outside video systems to the interior PBX video environment. Some capabilities that we are looking for are: 16.4.1

This would be bridging PBX video-enabled devices with consumer-based cloud services that are outside of the PBX environment, such as interfacing with Microsoft’s Skype, Apple’s Facetime, or Google’s Hangouts.

16.4.2

Similar to the 16.4.1, please state any video bridging capabilities that your system can bridge between between the interior PBX video environment with that of a Similar as stated in 16.5

Page 26 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 16.4.3 16.4.4 16.4.5 16.4.6 16.4.7 16.4.8 16.5

Must support video standards H.264, H.263, H.261 H.224 far-end camera control H.323 Annex Q far-end camera control H.225, H.245, H.241 H.239 dual stream H.460 NAT/firewall traversal

Does your system offer a ‘Board Room’ professional video installation for a high definition / professional bridge to other video endpoints such as other H.264 IP Video stations and bridging to mobile devices as well?

17. PoE enabled Ethernet Switches 17.1

Ethernet Switches shall equal or exceed the performance of our existing Nortel 5520-48t-pwr switches in both performance and memory.

17.2

Vendor shall program all switches appropriately for QoS and assist/train VEDP staff with any new configurations if required.

17.3

Vendor shall also assist VEDP Staff to appropriately program existing firewalls for SIP/QoS, port numbers, etc. 17.3.1 17.3.2 17.3.3 17.3.4 17.3.5 17.3.6 17.3.7 17.3.8 17.3.9 17.3.10 17.3.11 17.3.12 17.3.13 17.3.14 17.3.15 17.3.16 17.3.17

48 Port Ethernet switch Dual Power Supplies Capable of powering up to 48 connected VoIP Desk sets simultaneously (Such as during a power-on sequence) * Stackable with high bandwidth cable Includes at least 4 SFP+ (10GB) Ethernet ports Layer 3 switching Traffic Shaping IPv6 Support VLAN capability ARP, BOOTP, DHCP Support SNMP V3 Trunking Routing IP-routing Auto-negotiate Auto-uplink (auto MDI/MDI-X), IEEE 802.3af, IEEE 802.3x, IEEE 802.1Q, IEEE 802.1w, IEEE 802.1p,

Page 27 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

17.3.18 17.3.19 17.3.20 17.3.21

IEEE 802.3z, IEEE 802.3, IEEE 802.1x, IEEE 802.1D, IEEE 802.3ad (LACP), IEEE 802.1s, IEEE 802.3u Full/Half duplex Syslog logging Full wire speed switching Jumbo Frame Support

* Vendor will ensure that the power output requirements of the Ethernet switch meets or exceeds that of the power draw demands of up to 48 VoIP telephone connected on a fully loaded switch.

Page 28 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

SCOPE OF WORK TO BE PERFORMED BY VENDOR 18. Permits, Fees, Electrical Wiring and Materials 19. UPS Power System 20. Telecommunications and Service providers 21. Cut-over and programming 22. Training and Documentation 23. Technical Management, User Diagnostics and Troubleshooting 24. Licensing and General 25. Upgrades, Maintenance, Service and Warranty

Page 29 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

18. PERMITS, FEES, ELECTRICAL WIRING, AND MATERIALS 18.1

18.2

Permits and Fees 18.1.1

The vendor is responsible for filing any/all paperwork and fees with the City of Richmond for a work permit if a permit is required. Additionally, any paperwork must be cleared with Hines Management (building management) before work may begin. All work done by the vendor must be performed according to national and local building codes.

18.1.2

If a permit is filed, payment will not be made until the completion of inspection and the city-approved closure of the work permit.

18.1.3

As much work as possible is to be performed during working business hours – drilling or other loud operations (Ramset or equivalent) must be accomplished after hours. Preparation to cut-over is an exception and preparation work may need to be done on a weekend. Arrangements must be made with building management and VEDP for after-hours work.

18.1.4

The vendor will be responsible for parking and related fees.

Electrical Wiring 18.2.1

The vendor shall perform and supply any/all electrical wiring and wiring materials as needed.

18.2.2

Wiring shall include low-voltage wiring for Patch Panels, 66/110 blocks, etc, Patch cords, Telephone Set cords and battery wiring for the Uninterruptible Power Supply system, as well as AC Power and all components of the telephone system.

18.2.3

All telephone equipment on the VEDP 18th and 19th floor, including PoE switches that power all IP sets, must be powered by a battery-backed UPS system.

18.2.4

All equipment shall be properly grounded in accordance with local electrical codes.

Page 30 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 18.2.5

18.3

18.4

Any permits required by the city to perform wiring or construction shall be filed by the vendor.

Materials 18.3.1

All cabling, patch panels, 66/110 blocks, data jacks and accompanying parts, consumables, ceiling wiring hangers (if needed), nylon ties, velcro tape, etc. shall be supplied by the vendor.

18.3.2

Any materials used ( e.g plastic tie-wraps) etc., that are used in the ceiling must be plenum rated.

18.3.3

All parts used shall be current -no discontinued items new and unused except as noted.

Other 18.4.1

Vendor must have all certifications, qualifications, insurance (including liability), tools, personnel, and installation equipment available to complete this project.

18.4.2

The selected vendor will be responsible for project management and must have supervision and/or lead personnel on-site at all times while work in support of this proposal is being accomplished.

18.4.3

Vendors who sub-contract any portion of this project will be responsible as Prime contractor for the safety, accomplishment, and provision of the total system. A list of sub-contractors, identifying individual and associated work, must be submitted to VEDP.

18.4.4

Upon request, copies of individual licenses or certifications must be provided.

Page 31 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System

19. UPS POWER SYSTEM 19.1

The UPS system must run the main processor and all critical subsystems of the telephone system, including all Power Over Ethernet switches and the phones they power, voice mail/automated attendant, call detail recording system, and any/all ancillary equipment or servers required to support incoming and outgoing calls. This does not include VEDP’s existing Microsoft Active Directory or Exchange servers.

19.2

The UPS power system shall be designed to power all systems mentioned while running at no more than 50% of its rated load capacity.

19.3

The UPS Power system shall run all of the mentioned equipment for at least 1 hour, running at 50% load, and with enough battery capacity to not discharge the batteries past 50%.

19.4

The UPS shall be rack mounted, properly grounded, and connected to the buildings AC power using a code-approved NEMA plug and socket – The UPS must not be permanently wired to building power. Any/all wiring needed to wire a NEMA socket to provide AC Power for the UPS must be done by the vendor.

19.5

Ethernet Network Interface with software and capability to perform safe system shutdown after crossing a user-settable battery discharge level (typically no more than 50% for lead-acid) to prevent battery pack damage.

19.6

The UPS shall have the following features: 19.6.1 19.6.2

UL/Code Approved Scalable Runtime – more battery chassis can be added for more runtime 19.6.3 All Batteries must be sealed 19.6.4 True Sinewave output (not a modified Sinewave) 19.6.5 Audible Alarms – Battery Low, Power loss, Overtemp, etc. 19.6.6 Rack Mounted UPS and Batteries 19.6.7 No exposed battery terminals 19.6.8 Cold-Start Capable – can be started if AC power is off 19.6.9 Disconnected/Bad Battery notification 19.6.10 Automatic Restart of loads after UPS Shutdown – UPS turns back on when the AC power is restored.

Page 32 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 19.6.11 Boost And Trim Automatic Voltage Regulation – ensures a constant voltage during over voltages and brownouts. 19.6.12 Automatic/Intelligent Battery Management 19.6.13 Power Conditioning – protects against surges and spikes 19.6.14 Resettable Circuit Breakers 19.6.15 Low battery shutdown 19.6.16 Ethernet interface SNMP capable 19.6.17 A UPS system that has serviceable battery trays or cartridges that are comprised of non-proprietary and commonly available (i.e. replaceable) Sealed Lead Acid batteries would be preferred.

20. TELECOMMUNICATIONS AND SERVICE PROVIDERS 20.1

VEDP will provide two fractional T1/PRI lines with 15 channels on each, also with D-Channel for clocking and failover for connectivity to the Local Exchange Carrier.

20.2

VEDP uses two blocks of DID numbers: one block of 320 DID numbers from 804-545-5500 to 804-545-5839 and another block of 20 numbers, 804-673-8200 to 804-673-8220 will be available on the LEC service (Windstream).

20.3

Enhanced features, such as Caller-ID and Name, are currently available on the T1/PRI lines.

20.4

The vendor shall perform any/all wiring, programming and the correct interfaces to connect the new telephone system into the provided T1/PRI lines.

20.5

One analog loop-start line shall be provided by VEDP for out-ofband management and for remote maintenance of the telephone system.

20.6

Four Verizon copper loop-start lines will be provided for emergency dial-out capability in the event of simultaneous loss of service of the two PRI lines. The vendor shall program these line for dial-out capability in the event that loss of service is detected on both PRI lines.

21. CUT-OVER AND PROGRAMMING 21.1

VEDP has two number blocks – the main block of 320 numbers staring at 804-545-5500 are shared between VEDP and the Virginia Tourism Corporation (VTC). A smaller contiguous block starting at 804-673-8200 is used for the VEDP Callcenter.

Page 33 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 21.2

All VEDP number blocks will be used in this new system as they are being used now. All staff will keep their existing DID number. Other automated attendant numbers, such as the VTC main number, will be reprogrammed by the vendor as specified by VTC.

21.3

The vendor shall program all the new DID numbers into the system, not limited to, but shall also include the following: 21.3.1

The entire VEDP/VTC user directory, including the name and number assigned to that DID number

21.3.2

Any/all security and/or call pickup groups

21.3.3

Default rollover either into voicemail or into a designated extension as specified

21.3.4

Any other internal system programming required for correct and seamless operation of the system to function in its entirety

21.4

VEDP will provide a spreadsheet to the vendor regarding the personnel directory and to whom the extensions will be assigned

21.5

All VEDP building wiring is 350Mhz Cat. 5e wiring with cat 5e jacks and patch panels. All building cables have been certified to meet or exceed the cat 5e standard. No office-to-closet building wiring will need to be replaced.

21.6

The new Voice over IP telephones shall use the same wall jacks as the existing Nortel I2004 Voice over IP Phones.

21.7

All new voice over IP telephone sets shall be equipped with a new 12 foot stranded Cat-5e patch cord, supplied by the vendor, preferably black. Some cords may be plugged into wall jacks that might require moving large furniture, filing cabinets, or storage boxes in order to replace them. VEDP may grant exceptions for cord replacement in some offices that may have be unreasonably difficult to access.

21.8

The vendor will be required to move or shuffle furniture to gain access to outlets otherwise covered up or blocked. Any furniture moved shall be repositioned after replacing the cord. This includes modular furniture.

Page 34 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 21.9

The vendor shall unwrap/unpackage all new Voice over IP telephone sets, unplug the existing Nortel I2004 telephone set and cord, and replace and test the new set at each drop. Vendor shall also connect and test all analog lines at the jack as well.

21.10 The cut-over may occur during a weekend and/or after hours to minimize interruptions to staff – To be announced. 21.11 To effect a smooth conversion and to avoid any interruption of normal business operations, all circuits, features, switching equipment, peripheral and/or ancillary equipment and protection must be pre-tested prior to system cutover. Cut over dates and times will be specified and mutually agreed to at a later time. 21.12 The pre-cut-over tests shall be of suitable duration and design, to demonstrate the provision and functional availability of all system and station features and the absence of malfunctions in switching equipment, power, ring/tone equipment, modems, telephone sets and related ancillary equipment. Where possible, all tests shall be made according to manufacturer’s recommendations. Where no test procedures are defined, a successful test will be recognized by VEDP in which the equipment shall perform to its design specifications, without degradation of quality or capabilities. The test results may be electronic logs and/or checklist demonstrating that each component or telephone set has been tested and has been verified to be in good working order. 21.13 The vendor shall provide any/all moves, adds, changes for up to at least 60 days at no additional charge to VEDP after the cut-over date. During that time, vendor shall assist VEDP staff with training and assistance making such changes. Vendor shall assist VEDP Technical Support as needed as part of the service contract.

22. Training and Documentation 22.1

An employee training presentation shall be provided by the vendor to all VEDP/VTC staff to demonstrate the features of the telephone system and train staff how to use it. This will include configuration of the mobile application for smartphones. It will be provided by the vendor onsite at VEDP, and with at least one day of training per week over two weeks, typically four total training sessions total. VEDP will assist with additional equipment, if needed, for the training.

Page 35 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 22.2

Spare telephone sets will be programmed and set up by the vendor for the use of the telephone sets needed for interactive training sessions (up to 15 sets).

22.3

VEDP will make our Board Room available for training (up to 30 people at a time) for training.

22.4

Vendor shall perform informal hand-on training to the VEDP Technical staff group including, but not limited to, basic procedures to move, add, and make changes to telephone sets, how to program and add additional regional office gateways, perform basic system backup and restore operations for common user requests such as restoring voicemails, and perform other common system tasks such as monitoring and resetting PRI lines, viewing the IP addresses of connected sets, and monitoring the overall health of the system.

22.5

The vendor shall provide formal training from manufacturer for two technicians for system setup best practices including system overview, basic setup, advanced set programming, maintenance, and backup and restore of the system.

22.6

Thorough training for disaster recovery techniques will be provided by the vendor, to ensure that VEDP technicians can verify firsthand that our backups are working correctly and that they are complete. A demonstration of a ‘scratch’ startup mocking a disaster recovery situation will be required.

22.7

Upon completion of the installation, the vendor will provide detailed documentation of the system hardware and software configuration, connectivity diagrams, and any internal system configurations including documentation on trunking, grouping schemes, routing, restrictions, etc. All documentation including systems manuals, backup disks, tapes or CD's shall be in one organized binder. Any custom wiring must be documented and included on an Excel spreadsheet, documenting an accurate record of all cross connections installed, indicating line equipment, Ethernet connectivity, extensions and jack numbers.

22.8

A software license inventory must be documented with all keys, activation numbers, license agreements, etc., collected into a single word document.

22.9

Most, if not all, documentation shall be in Microsoft Word, Excel, or Visio format. Manuals may be in PDF format.

Page 36 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 22.10 User Guides will be provided by the vendor for distribution to staff at the scheduled training sessions.

23. Technical Management, User Diagnostics, and Troubleshooting 23.1

System must be able to display what mapping phone numbers go with set IP addresses and vice versa.

23.2

System must be able to show status (monitor the health) of all components online and as well, with an out-of-band management tool.

23.3

Means must be built into system to measure voice quality to select the appropriate codec for various applications.

23.4

System must be able to monitor ISDN/PRI line activity to determine peak demand and average channel usage.

24. Licensing and General 24.1

For all systems, a copy of all firmware, software updates, software revisions, version upgrades, security patches, operating system software or application software of any kind, including any/all software licenses, keys, or activation methods shall be included for reasons of disaster recovery.

24.2

All material, equipment will be "UL Listed" and installed in accordance with National Electric Code (NEC), Federal Communications Commission (FCC) and all State, County and City codes.

24.3

The system must meet any/all requirements for ADA accessibility.

25. Upgrades, Maintenance, Service, and Warranty 25.1

The vendor shall provide at least a full one (1) year warranty and/or standard factory warranty, whichever is longer, for all systems including the UPS power system, Ethernet switches, Call Detail Recording system, Voice mail and automated attendant system, the core telephone system itself, software and licensing, and all telephone sets, starting from date of cut-over, to include software, parts, and labor. The vendor shall also provide and install all software upgrades, at no additional charge, during this period.

Page 37 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 25.2

The vendor must show in good faith that the proposed system will be supported by a manufacturer that will continue to support this system for as much as 10 years into the future. Examples may be used by the vendor showing systems that have been sold as much as 10 years ago or longer are still being fully supported.

25.3

The vendor and/or manufacturer agrees to maintain, support, and to provide replacement parts for all components of the system mentioned in this bid, complete and in its entirety for at least 10 years, provided that VEDP keeps this system ‘under maintenance’ with a manufacturer-certified vendor. Vendor requires new parts to replace defective parts within the first three years. Afterwards, VEDP recognizes that technology changes, so that any replacement hardware, provided that it is equal or better to, and 100% compatible with the original existing system, is acceptable. Defective telephone sets shall always be replaced with a new set.

25.4

For all systems, all firmware, software updates, software revisions, version upgrades, security patches, operating system software or application software of any kind, including any/all software licenses, keys, or activation methods shall be kept and maintained to the latest version provided that the systems mentioned are under maintenance.

25.5

All Software Licenses and / or activation keys, required for the proper operation of the system, must be ‘permanent’ and not expire after a period of time. All license keys and activation methods must be restorable and transferable to a similar hardware platform with no loss to VEDP or VTC of any such license, in the event of a system failure, replacement part, or catastrophe requiring partial or complete replacement of the system hardware.

25.6

Routine maintenance such as area code updates shall be included and performed by the vendor for at least one year. Afterwards, such updates will be covered under a maintenance contract. Please state maintenance options.

25.7

VEDP/VTC reserves the right to purchase equipment, licenses, and software at the current bid price for at least one (1) year, regardless of quantity.

Page 38 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System 25.8

Please provide Cost of maintenance locked in for: 25.8.1 25.8.2 25.8.3

25.9

Each additional year For 5 years For each year beyond 5 years

Include a breakdown of systems, telephone sets, and software licensing and version upgrades for each maintenance term listed above.

25.10 Vendor shall provide estimates for 24/7 and 8/5 (Business Hours from 8:00am to 5:00pm, Monday through Friday) hour support. Please discuss service options for 2 Hour, 4 Hour, and next Business Day response times for critical system component response and repair. 25.11 Vendor shall provide rates for moves, additions, and changes for 60 days after the cut-over date. The vendor shall provide Area Code and Exchange update service along with software updates during the one (1) year warranty at no additional charge.

IV.

PROPOSAL PREPARATION AND SUBMISSION REQUIREMENTS A. General Requirements VEDP reserves the right to cancel or postpone this RFP for any reason at any time. Offeror must submit one original and one working copy response to this RFP. The Offeror shall make no other distribution of the proposal. 1. Proposal Preparation An authorized representative of the Offeror shall sign the proposal and all information requested will be submitted. Failure to submit all information requested may result in VEDP requiring prompt submission of missing information and/or giving a lowered evaluation of the proposal. Proposals which are substantially incomplete or lack key information may be rejected by VEDP. Proposals are due by 4:00 pm EST on May 8, 2014. Please contact VEDP’s Purchasing Manager at 804-545-5643 if you have any questions regarding proposal submission. 2. Proposals should be organized in the order in which the requirements are presented in the RFP and presented in a single volume. 3. All pages of the proposal should be numbered and each response referenced to the corresponding section of the RFP.

Page 39 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System V.

EVALUATION AND AWARD CRITERIA

A.

Award of Contract The Offeror deemed to be fully qualified and best suited among those submitting proposals, and is the most advantageous and represents the best value to VEDP shall be awarded the contract. VEDP may cancel this RFP or reject proposals at any time prior to the award, and is not required to furnish a statement of the reasons why a particular proposal was not deemed to be the most advantageous. Should it be determined in writing only one Offeror is fully qualified, or one Offeror is clearly more highly qualified than the others under consideration, a contractual Agreement may be negotiated and awarded to the Offeror. The award document will be a contractual Agreement incorporating VEDP’s contract terms and conditions and Contractor’s proposal as negotiated.

• • •

Qualification of Proposal/Product Qualification of Offeror and references Pricing proposal for product and services Total

Maximum Point Value 35 points 35 points 30 points 100 points

COMPENSATION SCHEDULE No fees or cost reimbursements will be honored unless specifically agreed to in advance in writing by VEDP. VI.

GENERAL TERMS AND CONDITIONS Applicable Laws and Courts This solicitation and any resulting contract shall be governed in all respects by the laws of the Commonwealth of Virginia and any litigation with respect thereto shall be brought in the Courts of the Commonwealth. The Contractor shall comply with all applicable federal, state, and local laws, rules, and regulations. Anti-Discrimination By submitting their proposals, Offerors certify to VEDP that they will conform to the provisions of: the Federal Civil Rights Act of 1964, as amended; the Virginia Fair Employment Contracting Act of 1975, as amended, where applicable; the Virginians With

Page 40 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System Disabilities Act; the Americans With Disabilities Act; and Section 2.2-4311 of the Virginia Public Procurement Act. In every contract over $10,000 the provisions below apply: During the performance of this contract, the Contractor agrees as follows: a.

The Contractor will not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, or disabilities, except where religion, sex, or national origin is a bona fide occupational qualification reasonably necessary to the normal operation of the Contractor. The Contractor agrees to post in conspicuous places, available to employees and applicants for employment, notices setting forth the provisions of this nondiscrimination clause.

b.

The Contractor, in all solicitations and advertisements for employees placed by or on behalf of the Contractor, will state that such Contractor is an equal opportunity employer.

c.

Notices, advertisements, and solicitations placed in accordance with federal law, rule, or regulation shall be deemed sufficient for the purpose of meeting these requirements.

The Contractor will include these provisions in every subcontract or purchase order over $10,000, so that the provisions will be binding upon each subcontractor or vendor. Ethics in Public Contracting By submitting their proposals, Offerors certify that their proposals are made without collusion or fraud and that they have not offered or received any kickbacks or inducements from another Offeror, supplier, manufacturer, or subcontractor in connection with their proposal, and that they have not conferred on any public employee having official responsibility for this procurement transaction any payment, loan, subscription, advance, deposit of money, services, or anything of more than nominal value, present or promised, unless consideration of substantially equal or greater value was exchanged.

Page 41 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System Immigration Reform and Control Act of 1986 By submitting their proposals, Offerors certify that they do not and will not during the performance of this contract employ illegal alien workers or otherwise violate the provisions of the Federal Immigration and Reform and Control Act of 1986. Debarment Status By submitting their proposals, Offerors certify that they are not currently debarred by the Commonwealth of Virginia from submitting bids or proposals on contracts for the type services covered by this solicitation, nor are they an agent of any person or entity that is currently so disbarred. Antitrust By entering into a contract, the Contractor conveys, sells, assigns, and transfers to VEDP all rights, title, and interest in and to all causes of the action it may now have or hereafter acquire under the antitrust laws of the United States and the Commonwealth of Virginia relating to the particular goods or services purchased or acquired by VEDP under said contract. Use of VEDP Form and Terms and Conditions Return of this complete document is required. Modification of or additions to the General Terms and Conditions of the solicitation may be cause for rejection of the proposal; however, VEDP reserves the right to decide, on a case by case basis, in its sole discretion, whether to reject such a proposal. Clarification of Terms If any prospective Offeror has questions about the specifications or other solicitation documents, the prospective Offeror should contact the buyer whose name appears on the face of the solicitation no later than five working days before the due date. Any revisions to the solicitation will be made only by addendum issued by the buyer. Payment Terms To Prime Contractor: Any payment terms requiring less than 30 days will be regarded as requiring payment 30 days after invoice or delivery, whichever occurs last. This shall not affect offers of discounts for payment in less than 30 days, however. Payment Date. As used in this clause, unless the content clearly shows otherwise the term “payment date”

Page 42 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System means either (i) the date on which payment is due under the terms of the Contract for provision of goods or services; or (ii), if such date has not been established by the Contract, thirty days after receipt of a proper invoice for the amount of payment due, or thirty days after receipt of the goods or services, whichever is later. Defect or impropriety in the invoice or goods and/or services received. In instances where there is a defect or impropriety in an invoice or in the goods or services received, VEDP shall notify the supplier of the defect or impropriety, if such defect or impropriety would prevent payment by the payment date, within fifteen days after receipt of such invoice or such goods or services. Date of postmark deemed to be date payment is made. In those cases where payment is made by mail, the date of postmark shall be deemed to be the date payment is made for purposes of these provisions. Invoices Invoices for goods and services ordered, delivered and accepted by VEDP shall be submitted by the Contractor directly to the payment address shown below. All invoices shall show the Contract number and/or purchase order number, social security number (for individual contractors) or the federal identification number (for proprietorships, partnerships, and corporations), invoice number and details of services provided along with supporting documentation for reimbursable costs. Failure to provide the above shall result in the invoice being returned to the Contractor. VEDP shall not be liable for any resulting delays in payment as a result. Invoice shall be submitted to: Virginia Economic Development Partnership Attn: Judith Carter-Glover 901 East Byrd Street, 19 West Richmond, VA 23219-4048

Page 43 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System All goods or services provided under this contract shall be billed by the Contractor at the contract price All price escalations shall be verified to the satisfaction of VEDP’s Marketing Manager. “Across the board” price decreases are subject to implementation at anytime and shall be immediately conveyed to VEDP. 2.

To Subcontractors: a. A Contractor awarded a contract solicitation is hereby obligated:

b.

under

this

1.

To pay the subcontractor(s) within seven (7) days of the Contractor’s receipt of payment from VEDP for the proportionate share of the payment received for work performed by the subcontractor(s) under the contract; or

2.

To notify VEDP and the subcontractor(s), in writing, of the Contractor’s intention to withhold payment and the reason.

The Contractor is obligated to pay the subcontractor(s) interest at the rate of one percent per month (unless otherwise provided under the terms of the contract) on all amounts owed by the Contractor that remain unpaid seven (7) days following receipt of payment from VEDP, except for amounts withheld as stated above. The date of mailing of any payment by U.S. Mail is deemed to be payment to the addressee. These provisions apply to each sub-tier Contractor performing under the primary contract. A Contractor’s obligation to pay an interest charge to a subcontractor may not be construed to be an obligation of VEDP.

Precedence of Terms Paragraphs A-I of these General Terms and Conditions shall apply in all instances. In the event there is a conflict between any of the other General Terms and Conditions and any Special Terms and Conditions in this solicitation, the Special Terms and Conditions shall apply. Qualifications of Offerors VEDP may make such reasonable investigations as deemed proper and necessary to determine the ability of the Offeror to perform the

Page 44 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System services; and the Offeror shall furnish VEDP all such information and data for this purpose as may be requested. VEDP reserves the right to inspect the Offeror’s physical facilities prior to award to satisfy questions regarding the Offeror’s capabilities. VEDP further reserves the right to reject a proposal if the evidence submitted by, or investigations of, such Offeror fails to satisfy VEDP that such Offeror is properly qualified to carry out the obligations of the contract and to provide the services contemplated therein. Testing and Inspection VEDP reserves the right to conduct any test/inspection it may deem advisable to assure goods and services conform to the specifications. Assignment of Contract A contract shall not be assignable by the Contractor in whole or in part without the written consent of VEDP. Changes to the Contract Changes can be made to the contract in any of the following ways: The parties may agree in writing to modify the scope of the contract. An increase or decrease in the price of the contract resulting from such modification shall be agreed to by the parties as a part of their written agreement to modify the scope of the contract. VEDP may order changes within the general scope of the contract at any time by written notice to the Contractor. Changes within the scope of the contract include, but are not limited to services to be performed, the method of packing or shipment, and the place of delivery or installation. The Contractor shall comply with the notice upon receipt. The Contractor shall be compensated for any additional costs incurred as a result of such order and shall give VEDP a credit for any savings. Said compensation shall be by mutual agreement between the parties in writing. Default In case of failure to deliver goods or services in accordance with the contract terms and conditions, VEDP, after due oral or written notice, may procure them from other sources and hold the Contractor responsible for any resulting additional purchase and administrative costs. This remedy shall be in addition to any other remedies that VEDP may have. Availability of Funds It is understood and agreed between the parties herein that VEDP shall be bound hereunder only to the extent of the funds available or

Page 45 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System which may hereafter become available for the purpose of this agreement. Cancellation of Contract VEDP reserves the rights to cancel and terminate any resulting contract, in part or in whole, without penalty, upon thirty (30) days written notice to the Contractor. Any contract cancellation notice shall not relieve the Contractor of the obligation to deliver and/or perform on all outstanding orders issued prior to the effective date of the cancellation. Ownership of Intellectual Property All copyright and patent rights to all papers, reports, forms, materials, creations, or inventions created or developed in the performance of this contract shall become the sole property of VEDP. On request, the contractor shall promptly provide an acknowledgment or assignment in a tangible form satisfactory to VEDP to evidence VEDP’s sole ownership of specifically identified intellectual property created or developed in the performance of the contract. VII. SPECIAL TERMS AND CONDITIONS A.

Proposal Acceptance Period Any proposal resulting from this solicitation shall be valid for 90 days. At the end of the 90 days the proposal may be withdrawn at the written request of the Offeror. If the proposal is not withdrawn at that time it remains in effect until an award is made or the solicitation is cancelled.

B.

Releases of Information VEDP is the only entity authorized to issue any and all information releases relating to this RFP, its evaluation, award of any contract, and the resulting performance there under.

C.

Advertising In the event a contract is awarded for services resulting from this proposal, no indication of such sales or services to VEDP will be used in product literature or advertising, unless approved by the Executive Director of VEDP.

D.

Audit The Contractor shall retain all books, records, and other documents relative to this contract for five (5) years after final payment, or until audited, whichever is sooner. VEDP and its authorized agents shall

Page 46 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System have full access to and the right to examine any of said materials during said period. E.

Drug Free Workplace The Contractor acknowledges and certifies that it understands that the following acts by the Contractor, its employees, and/or agents performing services on VEDP property are prohibited: The unlawful manufacture, distribution, dispensing, possession or use of alcohol or other drugs; and Any impairment or incapacitation from the use of alcohol or other drugs (except the use of drugs for legitimate medical purposes). The Contractor further acknowledges and certifies that it understands that a violation of these prohibitions constitutes a breach of contract and may result in default action being taken by VEDP in addition to any criminal penalties that may result from such conduct.

F.

Insurance By signing and submitting a proposal under this solicitation, the Offeror certifies that if awarded the contract, it will have the following insurance coverages at the time the contract is awarded. The Offeror further certifies the Contractor and any subcontractors will maintain these insurance coverages during the entire term of the contract and that all insurance coverages will be provided by insurance companies authorized to sell insurance in Virginia by the Virginia State Corporation Commission: Workers Compensation: Statutory requirements and benefits. Require that VEDP be added as an additional named insured on Contractor’s policy. Employer’s Liability: $100,000. Commercial General Liability: $500,000 combined single unit. VEDP is to be named as an additional insured with respect to the services being procured. This coverage is to include Premises/Operations liability, Products and Completed Operations Coverage, Independent Contractor’s Liability, Owner’s and Contractor’s Protective Liability, and Personal Injury Liability. Automobile Liability: $500,000.

G.

Confidentiality Information (other than information required to be made public under the provisions of the Freedom of Information Act) provided to the Contractor by VEDP is considered highly confidential and shall

Page 47 of 48

VIRGINIA ECONOMIC DEVELOPMENT PARTNERSHIP

RFP # 14-036 Voice Over IP Telephone System not be disclosed to any person not employed by the Contractor or VEDP without the expressed written permission of VEDP. H.

Independent Contractor Status It is agreed that the Contractor is an independent contractor and neither it, nor its employees, are agents or employees of VEDP.

I.

Taxes The Contractor shall assume full responsibility for payment of all local, State, and Federal taxes and pay all such tax liabilities in accordance with regulations associated with such payments.

J.

Disclosure The terms of this contract only obligates VEDP and is not an obligation of the Commonwealth of Virginia; nor does it convey, carry, or invoke the full faith and credit of the Commonwealth of Virginia.

Page 48 of 48