Request for Proposal rfp no: it2015-001 Voip telephone System Corporation of the City of White Rock

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City of White Rock

Request for Proposal
RFP No: IT2015-001

VoIP Telephone System

Corporation of the City of White Rock

15322 Buena Vista Avenue

White Rock V4B 1Y6

604 541-2113


1. Purpose and Scope 3

2. Terms and Instructions 4

2.1 - Submission and Schedule 4

2.2 - Inquiries 4

2.3 - RFP Revisions 4

2.4 - Accessibility 4

2.5 - Right of Selection 4

2.6 - Limitation of Damages 5

2.7 - Confidentiality 5

2.8 - Evaluation 5

3. Overview of Current Environment 6

3.1 - Telephony Infrastructure 6

3.2 - Network Infrastructure 8

4. Proposal Response Format 9

4.1 - Executive Summary 9

4.2 - Company Background 9

4.3 - System Support and Training 9

4.4 - Functional and Technical Specifications 10

4.4.1 - Basic Features and Functionality 10

4.4.2 - Voicemail and Automated Attendant 11

4.4.3 - Telephone Sets 12

4.4.4 - Unified Messaging 13

4.4.5 - Capability and Scalability 13

4.4.6 - Reliability and Redundancy 14

4.4.7 - System Administration 14

4.5 - References 14

4.6 - Proposal Pricing 15

4.6.1 - Base System (System, UC, Voicemail, Hardware Software) 15

4.6.2 - Telephone Sets 15

4.6.3 - Installation Services 15

4.6.4 - Training 15

4.6.5 - Warranty, Maintenance, and Support Options 15

4.6.6 - Trade-In 15

4.6.7 - Other Costs 16

Appendix 17

System Equipment Inventory 17

1. Purpose and Scope

The purpose of this Request for Proposal (RFP) is to solicit proposals and product demonstrations from qualified vendors, for the design, procurement, installation, training, maintenance and ongoing support of a VoIP telecommunication solution that will meet the City of White Rock’s functionality, scalability, reliability, and manageability requirements as outlined in this RFP document. In addition, the City of White Rock requires an open standard VoIP system that provides four-digit dialing between locations, a centralized/integrated voicemail system that can be used transparently by all locations, ability for all locations to appear to be part of a single phone system, and the elimination of redundant analog and Centrex lines.

The acquisition will include IP telephony architecture (VoIP) systems that are:

  1. Supported by a highly qualified and reliable vendor with experience in VoIP implementations

  2. Mainstream products with strong manufacturer commitment and vendor support

  3. Open system industry standards based

(i.e. H.323, 802.1p, 802.1q, TAPI, MGCP, LDAP, SIP)

  1. Capable of providing unified communications features that integrate with the City’s current Microsoft Exchange 2013 e-mail system and Lync 2013 (note: for simplicity reasons the City prefers to use the Lync client versus the vendor’s IM client).

  2. Easily maintained by City staff through standards based interface

A copy of this Request for Proposal (RFP) may be obtained from the City’s web site at:
It is the sole responsibility of the proponent to monitor the City’s website for any amendments to the RFP. For the purpose of this document the terms proponent, vendor and contractor are those entities representing the submission of a response to this RFP.

2. Terms and Instructions

2.1 - Submission and Schedule

An electronic copy of the proposal in .pdf (portable document format) format must be submitted to no later than 4:00 p.m. on October 16, 2015.

The e-mail subject line should read: “RFP IT2015-001

It is the sole responsibility of the vendor to see that their proposal is received by the City in the proper time. Late responses will be rejected at the sole discretion of the City of White Rock.

Submission of a proposal indicates acceptance by the firm of the conditions contained in this

RFP, unless clearly and specifically noted in the proposal submitted.

2.2 - Inquiries

Respondents may contact the City of White Rock for clarification and information pertaining to this request for proposal. Any request for information or clarification must be submitted in writing by email to the contact person listed below.

Chris Zota, IT Manager

Email: Tel: 604 541-2113

Any oral communications will be considered unofficial and non-binding on the City. Vendors should rely only on written statements issued by the contact person listed above.

2.3 - RFP Revisions

The City reserves the right to change the schedule or issue amendments to the RFP at any time. The City also reserves the right to cancel or reissue the RFP at any time. Amendments or a notice of cancellation will be posted to the City’s web site:

It is the sole responsibility of the proposer to monitor the City’s website for the postings of all updates and such information.

2.4 - Accessibility

As the submitted proposal will be a document that may be produced for public distribution, should the City receive a request for an alternate format, the firm must be able to provide such alternate format in compliance with accessibility standards legislation.

2.5 - Right of Selection

The City reserves the right to reject any or all proposals, to waive any minor informalities or irregularities contained in any proposal, and to accept any proposal deemed to be in the best interest of the City. Selection of a vendor solution shall not be construed as an award of contract, but as commencement of contract negotiation, including but not limited to the contract price proposed. The lowest cost proposal will not necessarily be accepted.

2.6 - Limitation of Damages

The Proponent, by submitting a “Proposal” agrees that it will not claim damages, for whatever reason, relating to the RFP, by reason of submitting a Proposal, in respect of the competitive process, or in respect of any breach of any implied duty of fairness, including but not limited to any costs incurred by the Proponent in preparing its Proposal. The Proponent, by submitting a Proposal, waives any and all such claims.

2.7 - Confidentiality

The Parties agree that the content of each response to this Request for Proposal will be held in the strictest confidence, and details of any response will not be discussed with any other party, except for the information made public by way of reports to Council or subject to the Freedom of Information and Privacy Act.

2.8 - Evaluation

If an award is made as a result of this RFP, it shall be awarded to the respondent whose proposal is most advantageous to City of White Rock with price and other factors considered.

An evaluation team will review all Proposals received and score the Proposals using a consensus approach in relation to the criteria that are identified below. From these evaluations, a short list of finalists will be notified and asked to provide a live demonstration of the proposed system’s functionality and administration.

The City may request additional information or clarification of proposals and hereby reserves the right to select the particular response to this RFP that it believes will best serve its business and operational requirements, considering the evaluation criteria set forth below:

Evaluation Criteria

Overall Solution Cost

  • Annual support costs

  • Handset / hardware costs

  • License costs

  • Total cost of solution

Support and Maintenance

  • Guaranteed response times – SLA options – response times, staff location

  • Training strategy (Learning curve and cost)

  • Hardware (warranty) replacement policy (return to depot, spares, etc.)

  • System updates policy (Can IT staff download updated directly? When do we apply them? Costs?)


  • Quality of references

  • Qualifications of project/support team

  • Experience with similar implementations

System Capability and Scalability

  • 911/e911 solution

  • Analog device integration

  • Scalability and remote survivability

  • Unified Communications offerings and compatibility

  • System administration and ease of use

Finalist Interview and System Demonstration

  • Demonstrate routine system administration process (add, moves, changes, etc.)

  • Exhibit system hardware as proposed (telephone sets, software, headsets and other components as necessary)

  • Discuss and answer questions regarding the proposed system

3. Overview of Current Environment

3.1 - Telephony Infrastructure

City Hall

The City’s main administration building (point of demarcation for PRI) is serviced by a single Nortel BCM 450 system, including CallPilot voicemail (83 seats). The system supports a combination of Nortel digital sets, VoIP sets and analog ATA devices for fax connections. Please refer to the Appendix for a full equipment inventory. The main reception is located in the Finance area.

The current connection to the PSTN is via a contracted TELUS (PRI) which includes DID numbers. In addition to this there a small number of fax and alarm lines.
Fire Hall

This location is served by a Centrex service (partially tied to the BCM) and some analog lines for fax and alarm. There are 10 digital sets in use. The building is connected with the City Hall via a black fibre 1Gb/s link. The main number 541-2121 rings on all phones on both Centrex and VOIP units. The EOC (Emergency Operation Centre) is located in this building and there are 8 digital Centrex phones designated for this purpose. It is expected that the EOC phones will continue to operate independently from the VoIP system.

Kent Street Activity Centre
This location is serviced by a Telus Centrex system using both digital and analog sets. The current connection to the PSTN is delivered via a Telus contracted DNA DS1 service. Please refer to the appendix for a full equipment inventory.
White Rock Community Centre
This location is connected directly to the City Hall via a 1GB/s black fiber cable. All current phones are Nortel/Avaya VoIP sets and we would like to continue using them. This site acts as the main reception area for all Leisure sites. Several call trees are designed specifically for Leisure centers and activities. In addition, this site is currently the City's disaster recovery location. While there is no PRI setup onsite at the moment, we would ideally plan for deploying a full or half PRI in the future.

Library Location

This location is served by a Telus Centrex service and some analog lines for fax and alarm. There are 5 digital sets and 1 fax line in use. The proposed solution must allow for the integration of these sets. The building is connected to the City Hall via a copper link and 1 CAT6 link (for HVAC management).
Centennial Community Centre

The building is connected with the City Hall via a black fibre 1Gb/s link. The phones are a combination of Nortel/Avaya VoIP and Centrex sets. We will continue using the VOIP sets and eliminate / migrate the remainder of the Centrex lines. There are at least 2 analogue lines for fax and alarm.

Operations Yard
The building is connected with the City Hall via a black fibre 1Gb/s link. All phones are Nortel/Avaya VoIP sets and we intend to replace only some of the older models. There are a number of analogue lines for fax, alarm and other specialized services such as irrigation management. The Garage building has two digital phone lines one of which will be upgraded to VoIP.
Network Diagram

3.2 - Network Infrastructure

City Hall and Fire Hall

The City Hall and Fire Hall locations are situated beside each other and are connected via a fiber optics backbone cable. The network is segmented by means of VLANs. The physical networks at both locations is comprised of a combination of CAT5 and CAT6 cabling to the desktop and 1GB LAN Layer 2/3 switches (including POE, 802.1Q VLAN and QoS capability). Most switches interconnect via fibre optics links.

All City computers are using Microsoft Windows 7 operating system with Microsoft Office 2010 productivity suite and Microsoft Lync 2013 for IM. Microsoft Exchange Server 2013 is currently used for email. Most servers are Windows 2012R2 and virtualized using MS Hyper-V. VMware is not supported and the proposed software platform must be compatible with Hyper-V.

The City is using iPhones and iPads for its mobility needs. WiFi AP’s are located throughout the building.

White Rock Library
The City is only responsible for the telecommunication infrastructure and the management of the HVAC system. The in-building cable plant does not support the deployment of VoIP sets, therefore this site will continue to use digital sets only. If required the current digital sets may be upgraded with models that better integrate with the chosen VoIP platform.
Operations Yard
This location is connected with the City Hall via a 1GB/s dark fiber optics link and on a separate VLAN from the other buildings. All switches are VoIP capable. WiFi available.

Kent Street Activity Centre
This is the only City location that is not directly connected to the City’s network. Instead it is connected via a permanent VPN link over a T1 connection. The City intends to install its own dark fibre cable to support both LAN and VoIP traffic though the exact timing has yet to be decided. The estimated time frame for deploying the fibre cable is the fall of 2015 but circumstances beyond our control may impact this schedule.
White Rock Community Centre

This location is connected to the City Hall via a 1GB/s dark fiber optics link, on a separate VLAN. All switches are VoIP capable and WiFi is also available.

Centennial Community Centre
This location is connected to the City Hall via a 1GB/s dark fiber optics link, on a separate VLAN. All switches are VoIP capable and WiFi is also available.

4. Proposal Response Format

The following table contains the organization guidelines for proposal responses:

  • The proposer is responsible for all costs incurred in the preparation, demonstration,

or negotiation of this proposal.

  • Submission of a proposal shall constitute acknowledgement by the proposer that it has thoroughly examined the RFP, including any addendum that may be issued during the proposal preparation period.

  • No claim will be allowed additional compensation or time for completion based on

lack of knowledge or lack of understanding of any part of the RFP.

Proposal Section

RFP Section No.

Executive Summary


Company Background


System Support and Training


Functional and Training Specifications




Proposal Pricing


4.1 - Executive Summary

This section is intended to provide the proponent with an opportunity to provide an “executive” level overview of their proposal to the City, emphasizing any unique aspects or strengths of the proposal. The Executive Summary should include a brief description of the proposed system; including its capabilities as they would meet the City’s functional and technical requirements as well as a sample project schedule for a similar implementation in terms of scope and size.

4.2 - Company Background

Please provide a brief company history including addressing of the following points:

  • Identify the primary point of contact for this proposal and the subsequent project. Please include name, email, phone number, and any applicable credential information

  • Identify all company office locations and total number of employees

  • Identify any applicable Certified Solution Partner status for the solution you are proposing including number of certified years.

  • How long your company has offered and/or worked with systems in this proposal

  • Total number of (your) active clients supported on this proposed platform

4.3 - System Support and Training

The proposal must include a plan that outlines how system users will be trained on the proposed system. Training will include sufficient information and experience to familiarize users with system software and handset features, functions and basic operation.

Similar training must be provided for system administrators of the proposed system, enabling them to administer, maintain and troubleshoot the system on a go forward basis.

All system administration and end user documentation must be provided. Documentation may be in hard copy, but electronic documentation is preferred.

Staff will not be required to travel for any training so only on-site in-person (at one of the City facilities) or web based (video conference) training will be considered.

In developing this training plan, in no case will ad-hoc or demonstration-only training be considered adequate to fulfill the training requirement for any operational level position.

4.4 - Functional and Technical Specifications

The City seeks to replace its current phone system with an integrated, VoIP telephony solution that allows for remote office connectivity and provides a high level of reliability and functionality. The system should act as a single system image in a multi-site environment and be scalable.
Please detail the specifics (including any specific hardware and/or software required) of the proposed system and how it will meet the City’s requirements as outlined in the areas below:

4.4.1 - Basic Features and Functionality

  1. Incorporate the currently contracted TELUS PRI connection (35 lines) and must be expandable to handle more lines as needed without ‘fork-lift upgrades’.

  1. The system must support the existing Direct Inward Dialing numbers as well as

Caller-ID for all incoming calls.

  1. Support 4 digit dialing extensions within the organization and between

designated remote sites.

  1. E911 - Allow proper E911 identification for users at the main site and all remote sites (assume each site will have at least one analog line for faxing). It is not anticipated that a dedicated E911 system is needed to accomplish this requirement.

  1. Analog devices - Proposed system shall have a method of attaching existing analog devices (fax machines) with minimal cost and effort. Proposers shall describe their methods in their response.

  1. Paging System - Allow paging through telephone set speakers and through a system provided connection to an external overhead paging system (no overhead paging system is in place as of yet). Must allow directed or zone specific paging.

  1. Hot Desking - The system must provide extension portability by allowing end users to ‘log in’ at any phone.

  1. Ring Groups - Create groups of sets that will all ring simultaneously when

a number is dialed.

  1. Call Pickup Groups - Groups whose members are allowed to answer a calls (on their telephone) ringing on other members telephones.

  1. Automatic Call Back - Have the system notify and connect users to an extension once the line becomes free.

  1. Call Camp - The system will play a signal when a user is on the telephone and another call is trying to get through to that set.

  1. Call Park - Allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set.

  1. Intercom - Enable users to place a two-way call that is automatically answered by the recipient’s phone when it’s not already in use.

  1. Call Recording - Provide on demand recording of calls to extensions including automated messages notifying all parties they are being recorded.

  1. Call Conference - Ability to conference three or more internal or external callers without requiring a conference bridge.

  1. Call Transfer - Calls can be transferred directly to another extension (blind) or can ring the parties' extension and speak to the transferee first (attended).

  1. Find Me Follow Me - System must be able to handle extension forwarding and call transfers to user defined external numbers such as the user’s cell phone, home phone, or another location on the network.

  1. Call Restrictions - Setup outbound call restrictions for each extension. Restrictions include local and/or long distance calling.

  1. Do Not Disturb - Calls will not ring the phone and will instead be directed to the call forwarding options that have been enabled for the extension.

  1. Call History - Staff can use their telephone to review a list of recent calls to their extension.

  1. Speed Dial - Allow for individual set speed dial lists as well as system wide speed dial lists available to all sets.

  1. Queue Management - Calls in the queue will be automatically managed and assigned in the order they were received without the operator’s intervention.

4.4.2 - Voicemail and Automated Attendant


  1. Voicemail Passwords - Users must be required to enter a password or PIN to access their voicemail box. Complex password requirement and forced/scheduled password changes are desirable. The system must assign a default password for users, and provide a mechanism to reset passwords for users that have been locked out of their mailboxes.

  1. Multiple Greetings - Allow users to record multiple greetings and apply when required (i.e. main greeting, alternate and specific number targeted greetings)

  1. Remote Voicemail Access - Ability to access all voicemail functionality remotely (including changing greetings and passwords)

  1. Voicemail Operator Redirect- Allows the ability to specify for each extension where the call will go if a caller zero's out while in an individual's voicemail box.

  1. Date and Timestamp Messages - The system must have the ability to stamp each new message with time and date.

  1. Class of Service - System must have some way to classify different groups of users and their various system capabilities.

  1. Transfer to Voicemail - Allow for calls to be transferred automatically by the system to a user’s voicemail. In addition, allow users to transfer a call directly to their own or another user’s voicemail.

  1. Transfer Messages - The system must provide the ability to transfer messages to other (multiple) users and append them with their own comments.

  1. Announcement / Information Mailboxes - Mailboxes not tied to any extension that will play a message when the number is dialed and then exit back to the main attendant menu

Automated Attendant

  1. The proposed solution shall provide an automated attendant at each site with a minimum of a three (3) deep tree.

  1. Dial-by-Name Directory - Ability to dial by a name directory of system users. Also allow for certain extensions to be excluded from the directory listing.

  1. Time of Day Scheduling - Set up multiple schedules that present different attendant options depending on the time of day (i.e. business hours and after hours)

  1. Holiday Mode - System must have some way to handle specified scheduled dates as holidays with specific attendant options (i.e. closed all day with special greeting)

4.4.3 - Telephone Sets

The City will replace some of the existing telephone sets with new Voice over IP sets. In addition to the vendors default telephone set protocol (MGCP, SIP, etc.), the proposed system must be able to support SIP endpoints (conference phones, intercom devices, external ringers, other vendor sets etc.).

Base Telephone Set

For purposes of evaluation and comparison, the City requests that the proposal provide

hardware and license cost for telephone sets equipped with, at minimum, following features:

  • Built-in 10/100/1000 Ethernet switch (with VLAN support)

  • Full Duplex Speaker Phone

  • Headset compatible

  • Hearing-aid compatible

  • PoE Compatible (IEEE 802.3af)

  • Minimum 2 line (call) appearance

  • Minimum 5 line or 4” backlit LCD display

  • Minimum 4 user programmable keys (customizable on a per extension basis)

  • Distinct ring options

  • Easy single button access to standard features including hold, mute, transfer, conference, voicemail and directory

  • Separate volume control for handset, speaker and ringing features

  • Message waiting light

  • Calling Line ID Name and Number

Conference Phone

The City will require conference phones with, at minimum, the following features.

  • Ideal for midsize room accommodating up to 12 people

  • Available expansion microphones

  • PoE Compatible (IEEE 802.3af)

  • Compatible with majority of proposed systems functionality

(if hardware is from another vendor)
Operator or Attendant Console

The City will require at least three attendant/operator position. Please outline what options

are available for an attendant position to monitor and manage all extensions in the

organization including software based and telephone set add on options. Include details

regarding any costs associated with each option

[Optional] - Soft Phones

Though not a requirement of this proposal, please indicate if the proposed system provides a

Soft phone option. Please indicate supported operating system platforms (32bit / 64bit) and whether this is part of the base system or if it requires additional licensing and cost.

4.4.4 - Unified Messaging

Please describe how the proposed solution will provide a unified communications platform for

the City. In particular cover the following desired areas:

  • Support for Microsoft Exchange 2013, Outlook 2010/2013 and Lync 2013

  • Voicemail to email integration (notification, voicemail attachment, etc.)

  • Outlook integration (presence, click to dial, etc.)

  • Web browser integration

  • iPhone, iPad, Microsoft Surface integration

[Optional] - Unified Messaging Options
Not considered a requirement but the City would also be interested in how the system can address video conferencing, Conference Bridge. Please indicate whether these are part of the base system or if they require additional licensing costs.

4.4.5 - Capability and Scalability

Please describe maximum capacity of the system proposed in the following areas:

  • Phone Sets

  • Voicemail Boxes

  • Concurrent incoming and outgoing line capacity

  • Describe how the system can be expanded to accommodate a new location or expansion of an existing location

4.4.6 - Reliability and Redundancy

The City requires a system that has failover capabilities and an acceptable level of redundancy in case of system, power or network failure.

Please describe:

  • How the solution is designed to tolerate hardware, power and network failures (particularly remote office locations).

  • Assume that each location has at least one analog line directly connected to the PSTN for faxing purposes.

  • Which specific features will be lost if a remote location loses network connectivity to the central call processor and fails into local survivable mode.

  • How the solution ensures maximum system uptime.

4.4.7 - System Administration

Please describe how your system will meet or exceed the following requirements:

  • A single point of entry web-based (preferable) or GUI-based administration tool to administer all the systems (telephone, Voicemail, Unified Communication) simultaneously.

  • A reporting component that allows the system administrator to determine system usage, error conditions, system capacity planning etc. both scheduled and on demand. Ideally this component will be an existing feature of the platform and not utilize any third party additions.

  • Remote diagnostic tools and alarm / email alert notifications for system administrators and/or various user groups.

  • System configuration and messaging backup to a network location or other external files structure.

[Optional] - Mobile Users

Though not a requirement of the City, please describe how your system can support remote or teleworking staff including:

  • Solutions to allow VoIP phones to be located in home or remote offices with

internet only access.

  • What options are available for integrating the City’s iPhones and iPad device users.

  • Please indicate what, if any, of this functionality is included in the proposed base system and if not included what the licensing costs would be.

4.5 - References

Please provide contact information and project summaries of at least three (3) recent clients.

  • Preference is for projects that are of similar size and complexity to the current RFP requirements and involve municipal government clients.

  • References should be from clients that have been live with their current system for a minimum of one (1) year.

4.6 - Proposal Pricing

The City would like to consider a proposal:

  1. For All Locations - please include all listed locations as part of this pricing proposal.

  2. Provide pricing information for the proposed solution as set out in all sections below:

4.6.1 - Base System (System, UC, Voicemail, Hardware Software)

  • System requirements are found in section 4.4 - Functional and Technical Specifications Include specifics regarding all components (hardware, software and license breakdown costs) that will be included in the total turnkey solution.

  • All Locations: 7 separate physical locations and 87 voicemail boxes. Please explain if specific server hardware is required. If required, the City will provide its own.

4.6.2 - Telephone Sets

  • All Locations: please see Appendix for phone inventory

  • All requirements found in section 4.4 - Functional and Technical Specifications

  • Please include a per device pricing model as well for future purchase comparison

4.6.3 - Installation Services

Provide a ‘not-to-exceed’ estimate for all labor required to deliver the proposed solution.

Assume that all installation and configuration will take place at the City Hall, where all

locations are within blocks of each other. Technology Services staff at the City will be

available to assist in installation and configuration as required.

4.6.4 - Training

Please provide a proposed pricing model to deliver the required training as outlined in section

4.3 - System Support and Training.

4.6.5 - Warranty, Maintenance, and Support Options

In this section please identify:

  • All applicable Annual Support and Maintenance package costs and options.

  • If discounts are available for multi‐year support agreements, please provide this information regarding the length of term and the net discount percentage.

  • The initial warranty length of any and all parts, materials and labour included in this proposal.

  • Your cost structure (hourly labour cost, travel etc.) for any work not covered under a Maintenance or Support package.

4.6.6 - Trade-In

Provide any cost savings options via trade-in, other promotional allowances or provide recommendations for reselling the existing phone system (see Appendix for current equipment inventory).

4.6.7 - Other Costs

Respondent must list any and all charges, expenses, and/or costs to be incurred by the City that are not included in the previous sections. Failure to specifically and thoroughly enumerate such items may be a cause for disqualification.


System Equipment Inventory

Telecommunications Components

BCM450 6.0




DID Listing














604-541-2100 to 2159

604-541-2180 to 2219

604-541-2270 to 2299

604-542-7580 to 7582


604-542-7583 to 7588

Phone Model Inventory





Nortel 1110


Nortel 1120E


Nortel 1140E


Nortel 2033







T7316 / M7310














* Please note lines associated may not have a physical phone unit tied to the line

Voice Mailbox Listing

BCM Voice Mailbox


Centrex Voice Mailbox




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