NG911 cpe for angen rfp april 2014

The TDD/TTY interface proposed must comply with all existing and known future FCC and/or legal requirements.

The intelligent transfer button must be able to be pre-programmed so that the feature allows a PSAP to develop a single Standard Operation Procedure (SOP) for transferring calls regardless of the type of incoming port that is supporting the call or the type of telephone facilities.

The ANI/ALI controller system must provide the capability for an established E9-1-1 call to be transferred by the call taker, via the E9-1-1 tandem office, with a minimum of mouse clicks or via one button, to another PSAP or some other destination.

ANI/ALI controller system is required to provide the capability of transferring a 9-1-1 call that is received via a digital, analog or IP interface that provides ANI/ALI, or Caller ID to an alternate PSAP that is networked via the proposed PSAP to PSAP network solution. The transferred call must transmit the original ANI/ALI or Caller ID to the alternate networked PSAP.

Proposer is required to provide unsupervised transfers without utilizing a tandem feature. After the loss of current, lack of ground or after the outbound call on hook status is detected, the call is required to release. This specification is required to support any inbound or outbound lines.

The workstation must be capable of receiving and transmitting Wireless TXT messages as well as accepting wireless video images as the standards are ratified. If the system is not presently capable, the ANI/ALI Controller and/or Workstations must be capable of supporting this feature without additional costs to the Districts.

The ANI/ALI controller system must keep only one call in the 9-1-1 Longest Ringing queue for any given Calling Party Number (CPN). The new call with the identical CPN must replace the existing one in the queue and keep its priority.

Wireless and VoIP calls must be presented and include all standard call-handling features. Handling of wireless and VoIP calls must be transparent to the call taker in that all telephony features and functions at the call taker position are the same as that of a wireline call. Single step ring back is mandatory, as well as Automatic ALI re-bid. The call taker must not be required to perform a manual ANI ring back or manual ALI queries for wireless calls.

The system is required to automatically update Latitude/Longitude (X/Y) coordinates at regular PSAP determined intervals to the port that is supporting the third party mapping solution. This feature must be configurable as to the number and frequency of intervals on a per wireless provider basis.

The system must provide the ability to display ALI information to the call-taker before the call is answered.

The system must allow supervisors and/or call-takers to view, in real time, concise ALI information of all

9-1-1 calls in queue at the PSAP. The system must be capable of providing queue information at each workstation similar to a reader board functionality where the color of each queue description line indicates the current threshold (number of calls waiting) reached by that queue. Selective answer provides this functionality.

129. Workstation-ALI Display-Simplified Call Wrap-Up

The system must keep ALI information on the workstation screen after a call is completed giving call-takers the opportunity to reference the information even after the caller has hung up.

The system must guarantee that ALI data is appropriately and consistently displayed when interfacing with different ALI providers that send their information in various formats (i.e. Wireline, Wireless and VoIP). This unique call identifier is required to be searchable in the MIS reports.

The system is required to provide an open API interface to support other software applications that would reside on the same PC console to receive information from the 9-1-1 system. This interface must provide, as a minimum, the following types of information to client programs: call status and ANI/ALI information.

Each proposer must indicate and make available copies of their respective APIs and furnish a list of applications that have been interfaced to their PC console software. Types of applications may include (but are not limited to): IRR and or Mapping by 3rd party vendors.

The answering position must alert the call-taker when a 9-1-1 call arrives in the event that the call-taker is using another application, and it must be possible for the call-taker to switch to the 9-1-1 application with the click of one button.

The system must provide trunk and line status from any console in the system. Information such as active, on hold, available, working user, working position, call duration, and other call specific information must be provided.

The system must provide an internal intercom. Users and supervisors must have the capability to select whether the intercom audio is routed to their headset or handset. Use of the intercom feature must occur with a minimal number of keystrokes or mouse clicks.

Instant Messaging (IM) must be available from each PSAP workstation and be configurable or disabled according to individual PSAP requirements. Instant Messaging (IM) is required to be supported between any networked PSAP.

All Instant Messaging (IM) must be identified, stored and accessible by authorized PSAP personnel from a common location within each PSAP for up to one year.

The current selective routing services are currently supported by CenturyLink and AT&T. ANI/ALI controllers are located at an existing host or at each PSAP. In the near future selective routing services will be provided by ANGEN, in Phase 3. The vendor is not to replace selective routing wire line service until ANGEN Phase 3 is ready. As migration to ANGEN 9-1-1 over ASA network occurs the vendor will be required to coordinate and make that transition. Software and hardware required for this integration shall be included in the RFP response.

Currently, the Districts are under contract with CenturyLink or AT&T for wireless selective routing and PSAP trunks. In order to support existing requirements, multiple interfaces are available from CenturyLink or AT&T including SIP and CAMA. Current trunking estimates can be obtained from CenturyLink or AT&T. As migration to ANGEN 9-1-1 over ASA network occurs the selected vendor will be required to coordinate and make that transition. All software and hardware required for this integration shall be included in the RFP response.

140.1 The system must provide the capability to monitor, analyze, test, and log system performance data in accordance with known standards and best practices.

140.2 The system must provide the capability to collect system performance results and to execute performance trend analysis.

140.3 The system must provide the capability to establish alarm thresholds for critical services and to generate critical service alarms to the remotes and administrative personnel identified by the Districts.

If the system uses a DBMS to perform required functions, the following requirements apply:

141.1 The DBMS must provide the capability to alter the logical database structure(s). The system must provide mechanisms to support error correction.

141.2 The system must provide data storage capacity to maintain five years of data in an off-line archive.

141.3 The DBMS must provide the capability to archive data automatically to near-line and off-line data storage using data archive rules.

141.4 The DBMS must provide the capability for a database administrator to manually initiate an archive of specified data.

141.5 The DBMS must provide the capability to generate a summary report of the archived data.

141.6 The DBMS must log the history of all add, deletes, and changes to a database record.

141.7 The DBMS must support the access to other internal and external databases.

142. Security

142.1 The system must certify/authenticate that the originating provider or other responsible party has been granted permission to deliver calls. Strong authentication must be deployed with current best practices.

142.2 The system must provide the capability to monitor network security and to detect, analyze, and log identified and potential security threats to the system devices and network.

142.3 The system must provide the capability to manage security audit data.

142.4 The system must secure routing information against unauthorized modification. Remote or the District management personnel must be the only entities who can authorize a change to routing information.

142.5 The system will be required to comply with the security standards in the ANGEN- PSAP user agreement.

142.6 The vendor should comply with the NENA NG-SEC security document where applicable.

143. Preliminary Testing Plan

A preliminary acceptance testing plan is required in this RFP response. Testing must include a measurable testing process for each functional and technical aspect of the specifications listed in the vendor's proposal response.

It is required that the vendor assign Project Manager(s), who are familiar with 9-1-1 networks, IP networks, as well as the proposed system. Bi-weekly project meeting will be conducted on site and/or via conference call as determined. It is a requirement that the proposal include the Project Manager’s resume with references and experiences on similar projects.

The selected vendor is required to submit a narrative that details the complete Project Plan. The plan must include details on how the present 9-1-1 service and operation will not be interrupted during the conversion process. Major areas of concern are as follows:

145.1 ANI/ALI controller system installation.

145.2 Analog and IP Network interface testing to gateways and PSAP location.

145.3 LI, interface testing.

145.4 CAD, Logging Recorder interfaces, Admin lines and PBX lines interface testing.

145.5 Detailed Acceptance Test Plan (ATP) for all IP and Analog Network functions and ANI/ALI

controller systems.

145.6 Gantt (or equivalent) chart is required showing projected project timeline.

146. Progress Reports

146.1 The awarded vendor must email progress reports bi-weekly, or as requested. At a minimum, each progress report must contain:

146.2 A clear and complete account of the work performed in the reporting period and an outline of the work to be performed during the next reporting period.

146.3 A bar chart or visual display showing the work accomplished by task versus the planned schedule of work specified by the contract and/or the cost schedule.

146.4 A discussion of any problems encountered or anticipated that might affect the completion of the contract within the time and fiscal constraints set forth in the contract, together with recommended solutions to such problems; or a comment that no problems were encountered.

146.5 A chart showing incremental costs for the reporting period for all services compared to the proposed timeline and the cost schedule or as required.

146.6 Any other pertinent information, i.e., analysis data.

147. Oversights/Failures/Unexpected Events

All costs that result in oversights, equipment failures, and/or unexpected events that affect the vendor’s ability to fulfill the contract requirements remain the responsibility of the vendor.

The System shall be collectively available for 9-1-1 call delivery 99.999 percent of the time, except when network outages occur.

Vendor must explain the process to log and report all trouble reports and outages to the PSAP. Include in the response the frequency, delivery method, and what information is to be provided to the PSAP to ensure proper response.

Vendor must describe the methods that are used to track system problems or errors and problem resolution timelines locally. Complete trouble history must be available when requested, web access is highly desirable

If the failure is interrupting the delivery of 9-1-1 calls, the responsible party must provide a qualified technician, on site at the controller or at the PSAP (depending on the issue), ready and equipped to handle the problem, within two hours of notification. It is required that the qualified technician will notify the PSAP that they are in route by a return call within 15 minutes to the PSAP, during normal business hours, 30 minutes is acceptable for after hour call outs. The vendor must describe in detail the ability to meet these requirements and how this will be accomplished.

Response time for any equipment failure that does not interrupt delivery of 9-1-1 calls must be within eight hours of notification, with a qualified technician ready and equipped to handle the problem.

The successful vendor must be the single point of contact for any CPE or Network problems terminating on the solution that is proposed in this RFP.

The vendor must describe the method that would be utilized to maintain a site log that tracks problems, resolutions and upgrades that were performed both on site and remotely.

The vendor must describe the process and procedures that would be utilized by PSAP personnel when issues require escalation. Provide a copy of trouble escalation procedures complete with the names, titles, addresses, and telephone numbers of the persons who are to be notified. Include information for after hour escalation as well. The vendor shall keep this notification list up-to-date with each PSAP.

Technicians will be available remotely and/or on site as required twenty four hours a day, seven days a week.

The vendor is required to provide the relevant employment history and training of technicians who will be servicing this contract including name and years of experience in the industry. Depending on the security requirements of the Districts any technician personnel will be subject to criminal background check before they can service the equipment.

158.1 The vendor is required to provide a list of support technicians with the following information:

158.2 List must include number of certified technicians and levels of experience on the proposed solution within two hours travel distance of each ANI/ALI controller/PSAP location.

158.3 List and provide contact information for all of the systems that the vendor is currently supporting within the State of Alabama. It is a requirement that the vendors have the necessary technical expertise and proven experience with similar equipment and configuration as proposed.

The vendor is required to configure all devices in a manner that the operating system, applications, system configuration and user defined data bases if applicable should be available should any component require a total replacement.

The vendor must describe the intervals at which workstations, servers and ANI/ALI controller system(s) backups are performed during warranty and maintenance so that total restoration can be performed if a component needs to be replaced.

It is recommended the vendor use a program that will duplicate the hard disk drive of a workstation to a CD so that a full restoration of the workstation can be completed quickly with one or two CD’s as an example. The vendor must explain in detail how the restoration will be accomplished on the workstations, servers and ANI/ALI controller if applicable.

161. Optional Items Proposal

Proposers are required to list by item name, description, unit cost, all available options for any items that may be included in the CPE installation in addition to the required options throughout this RFP.

PSAPs have the right to unlimited exclusive use of all Intellectual property created as a result of this project.

Vendor guaranties all districts will not be libel for any patent infringement law suits resulting from their use or district use of patents being contested.