Request for Proposals For a



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System Management

Describe the proposed management system. List its hardware and software components. Is the management server and software available as a bundle, or is D2PHWIC responsible for providing its own server hardware.


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Does the proposed system have a web-based administrative interface?
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Does the proposed system have a web-based user interface?
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Does the proposed system support scheduled back-ups? Onsite? Offsite?
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    1. System / Port Capacity


List the maximum number of independent IP communications systems that can be supported by the proposed systems management server. Include the maximum number of user ports that can be passively and actively supported.
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    1. Terminal Capacity


What is the maximum number of PC-client terminals that can be configured as part of the proposed management system?
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    1. Support of Open Standards


The proposed management system must provide support for open protocols such as SNMP and LDAP. It should also use open encoding schemes such as XML and HTML. Which open standards in the proposed management system are used to support administration, maintenance services, and operations? Are any standards being used as protocols or encoding schemes? Are any being implemented publicly by other vendors?
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    1. Security Features


Are there any security features embedded in the proposed management system to prevent unauthorized access and operation? If so, identify them. Include whether media encryption is used for command-signaling transmissions and if any DoS and user-authentication mechanisms are supported for the systems management application.
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    1. Administration Functions


Verify that the proposed systems management solution supports the administrative features. What, if any, features are not supported?
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    1. Section Removed




    1. Stations


Verify that station counters measure and provide reports for the following parameters: number of calls, number of stations in measurement, number of blocked stations in measurement and traffic rating. List any station parameters that are not measured.
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    1. Threshold Alarms


Confirm that the proposed solution records and reports alarms for: DTMF senders and receivers, conference bridges, tone receivers, trunk routes, and modern groups.
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    1. VoIP Monitoring


Describe all available VoIP monitoring records and reports. Are parameters such as jitter, call delay/latency, and packet loss tracked and reported? If so, can a system administrator monitor VoIP calls in real time? What, if any, third-party equipment is being proposed?
Response:

    1. Optional Reports


If available, describe the proposed management system’s directory, inventory, total call volume over of period of time, individual user calls over period of time, long distance call reports by user and groups, calls answered, calls dropped, average call wait time, and cabling reports.
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    1. Call Detail Recording


Please indicate which of the listed fields are included in your call detail record data.

  • date

  • time

  • call duration

  • condition code (categorizes information represented in the call record)

  • trunk access codes

  • dialed number

  • calling number

  • account code

  • authorization code

  • facility restriction level for private network calls

  • transit network selection code (ISDN access code to route calls to a specific inter-exchange carrier)

  • ISDN bearer capability calls

  • call bandwidth

  • operator system access (ISDN access code to route calls to a specific network operator)

  • time in queue

  • incoming trunk ID

  • incoming ring interval duration

  • outgoing trunk ID

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    1. Maintenance


Do the proposed system maintenance operations support the following: processor status monitoring; control of power units, fans and environmental sensors; peripheral monitoring (voice terminals and trunk circuits); initiation of emergency transfer and control to backup systems; origin of alarm information; and alarm activation? If applicable, name any other parameters supported.
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    1. Alarm Conditions


Explain how the proposed management system defines major, minor, and warning alarms.
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    1. Maintenance Reports


What, if any, maintenance alarm reports will be provided by the proposed management system?
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    1. Remote Maintenance


How does the solution support remote maintenance operations for customer access and for an outside maintenance service provider? Specify the following: how the system alerts a remote service center when an alarm condition occurs; the trunk circuit requirements for alert transmissions; and security measures to prevent unauthorized access.
Response:


    1. Section Removed




    1. Call Recording


Call Recording, the proposed system needs to have the ability to record calls automatically, manually, on-demand and randomly. How does the proposed system accomplish this goal?

  1. Integrated Messaging System


Describe the proposed integrated messaging solution.
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    1. Security Features


What security features are included with voice messaging system to prevent abuse and unauthorized access? Describe how each works to provide this security.
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    1. Voice Mail Features

      1. Forwarding


Does the system allow forwarding of voice mail from a user in one site to a user in another site? Verify that the proposed solution meets these requirements.
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      1. Disconnect Detection


Does the system immediately disconnect and restore the line to the service the moment a caller has hung up?
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      1. Station Dialing


Does the proposed system enable callers to access, in addition to the menu, an individual station either through entering the extension number or keying in the recipient’s last name?
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      1. Answer Announcement


Mailbox Greetings, System announcements and other Mailbox options: Minimum length for messages, greetings, announcements five (5) minutes; ability to skip through messages or announcements; deleted messages are saved for 14 days before being permanently deleted; an option to manually delete messages. Please explain how the proposed solution supports these operations.
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      1. DTMF Signaling


Is the proposed system capable of generating and receiving standard DTMF tone signaling?
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      1. Greetings


Greetings for voicemail must be customizable and automated. There should be a minimum of three (3) different custom greetings that the user can set. Voice mails must have a date stamp. Verify that the proposed solution offers these features.
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      1. Trunk Access


Please verify whether the proposed system will prevent a caller passing through the attendant to reach an outside line.
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      1. Distribution Lists


D2PHWIC requires system to provide a minimum of 500 distribution lists with 500 people per list. Confirm that the proposed solution can support these requirements.
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      1. Message Forwarding


Can you forward or send a voice mail or message to a list as well as to an individual? Can voicemail messages be sent to e-mail as a file? Does the proposed solution support these requirements?
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      1. Audit Trail


Does the proposed solution keep an audit trail of each call? Can this audit trail be printed on the administrative console together with daily reports?
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      1. Message Indication


How does the proposed solution indicate the receipt of voice mail (a message-waiting light, altered dial tone or another way)? If in another way, describe.
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      1. Identification Code


How will the proposed solution verify a user’s identification? How can users change their identification codes?
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      1. Message Recovery


How does the proposed solution reveal the number of new and total messages, enable a mailbox user to delete, skip, or save a message?
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      1. Message Reply


How does the proposed solution enable the mailbox owner to respond to a message from someone within the system? Outside the system?
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      1. Message Review


Will it be possible for a user to either review and edit an announcement or input a message?
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      1. User Controls


Which of the following functions will the mailbox user be able to control? List any additional functions in the proposed solution.

  • play back messages

  • skip to next message

  • cancel review

  • replay message

  • replay faster or slower

  • pause

  • append information

  • forward message (to mailbox or list)

  • create new answer announcement

  • increase playback volume

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      1. Other User Features / Controls


List any other system user functions not listed in 4.2.16
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      1. System Management Console


What components will be provided to facilitate system management? How will traffic reports be generated? List what details will be included in each traffic report.
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      1. System Changeability


Will it be possible for the system administrator to add and/or delete mailboxes, change general recordings and perform other administrative duties while the system is in operation?
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      1. AMIS


Does the proposed messaging system support AMIS networking standards?
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      1. Digital IP Networking


Does the proposed messaging system support VPIM networking standards? Describe how the system supports digital networking?
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  1. SERVICES

    1. MAINTENANCE AND SUPPORT





  1. Vendors must provide a copy of their standard contract agreements for procurements, maintenance, and/or licensing for all proposed products and services.

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  1. What maintenance programs are you proposing? Specifically, describe the program, features, services, and benefits.

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  1. Where are support personnel located? What levels of staff are available for support? Please give brief description of staff levels.

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  1. Define your company’s policy regarding major & minor outages, including definition of a major & minor outage, response time and dispatch procedure.

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  1. What is the structure and schedule of escalating unsolved problems to higher support levels?

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  1. Is a toll-free telephone number available for questions? Does your solution provide for the capability of direct access for answers to questions?

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  1. What are the procedures for identifying software and hardware problems? How are fixes to those problems implemented? Is there an automated process available to inquire about known problems and obtain their fixes?

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    1. WARRANTY AND REPAIR





  1. Describe the warranty program including the standard warranty and any extended warranty coverage available for the proposed solution.

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  1. The warranty must cover the replace­ment or repair of defective product(s) and related labor for the replacement or repair of said defective product(s).

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  1. Describe any options for extended warranty coverage on parts & labor?

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    1. PROFESSIONAL SERVICES


Describe your professional services to implement and support the proposed solution. Describe any services that further integrate or customize the solution. These services would be “above and beyond” the normal services provided as part of the standard offerings.
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    1. PROJECT MANAGEMENT AND IMPLEMENTATION





  1. Would you provide a dedicated project manager to work with us?

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  1. Describe the methodology your firm will use to plan and manage all business requirements to implement a successful solution.

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  1. How many technical support persons will be dedicated to the installation of your solution and for how long?

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    1. SUBCONTRACTORS





  1. Disclose the planned use of any subcontractor that will perform any of the services described in your proposal. In addition, you must choose to identify any other subcontractor that you believe may add value.

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  1. Provide the name and address of each named subcontractor and the work the subcontractor will be performing.

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  1. The supplier will be responsible for the performance of any subcontractors and will not be relieved by non-performance of any subcontractors. Supplier must provide a summary of qualifications, years of experience, and references for all named subcontractors.

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    1. CUTOVER





  1. Describe the methodology, processes, and procedures for the logical and physical cutover of the proposed solution.

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  1. Describe the methodology, processes and procedures if a VoIP conversion fails.

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  1. Describe the change management plan for transition.

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  1. Describe the test plan for transitioning over each system.

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    1. ACCEPTANCE


The acceptance of the VoIP Service is to ensure that capacity and quality have been provisioned successfully. Describe the methodology, processes and procedures for acceptance after the transition has been completed.
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    1. TRAINING





  1. What initial training is necessary for our personnel to support and use your hardware and software?

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  1. Outline methods of training to be provided for our personnel.

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  1. Outline training offerings and any associated costs.

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  1. Is on-site training available?

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    1. BILLING


D2PHWIC policy and procedure does not allow pre-payment or deposit for goods or services rendered. Purchase orders are issued for all goods and services rendered. Is your company able to comply? Describe your billing processes.
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    1. PRICING

      1. Vendor Pricing and Cost Information

All costs, inclusive of product prices, shipping, installation charges, manuals, training, etc. must be fully and plainly disclosed. All prices must remain in effect for 180 days from the proposal due date. Vendors must itemize all components, products, services, costs, etc. Include a fixed cost bid that includes all installer travel & per diem.

Vendors must provide prices on all components required. Vendors must also supply software support charges for one year after normal warranties have expired. Vendors must specify which of the features are included as a matter of design or are available as an extra cost.
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  1. Vendors must describe frequency and cost of all scheduled maintenance. Vendors must also indicate what the cost increases, as measured in percent, have been for the past three years with respect to maintenance charges.

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  1. If a variety of maintenance/service programs are available, a description of all options and respective prices is required.

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  1. Any cost reductions for such items as service credit, technical consulting allowances, waiver of training, or any comparable non-equipment of maintenance credits should be specifically stated with cost listed item by item.

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  1. All discounts must be clearly defined.

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  1. Vendors must describe all costs associated with on-site product training.

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  1. Vendor must define the costs associated with obtaining copies of system and user documentation.

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  1. D2PHWIC is a tax exempt government agency. Describe your how you deal with tax exempt agencies or government agencies.

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    1. Prefered Service Options





  1. Free System Software upgrades.

We want free system software upgrades to the system.


  1. Backup and archiving of system databases

We want you to back-up our system programming on a regular basis.


  1. Remote program changes during normal business hours.

We want to call in and request some changes to our system and if they can be done remotely.
4. We expect the phone vendor and the voice vendor to work out E-911 mapping for the two buildings.


    1. Additional Parts and Labor


  1. Parts – We would like a flat rate for any parts or pieces that we might need to complete the project, pricing to be valid for 6 months. Example: Handsets, Cable for additional drops, cables, faceplates, etc…



  1. Labor – We would like to have a flat rate for any additional work that needs to be done that is not covered under the scope of this RFP. Example running additional drops (labor only).




  1. Remote Phone Support – We would like to have remote phone support at a flat-rate fee

for a defined period of time.

[SOLUTION PROVIDER NAME HERE] Page of



Rev 1 Revised 03/17/2011



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