district 2 public health forsyth county board of … request... · forsyth county board of health...

[SOLUTION PROVIDER LOGO]

[SOLUTION PROVIDER NAME HERE] of 39 Rev 1.3 Revised 07/2012

DISTRICT 2 PUBLIC HEALTH

FORSYTH COUNTY BOARD OF HEALTH

Request for Proposals

For a

Voice Over IP Phone System

Revision 1.3 Revised date

7/5/2012

Response by:

[Solution Provider Name Here]


[SOLUTION PROVIDER NAME HERE] of 39 Rev 1 Revised 07/2012

Table of Contents

TABLE OF CONTENTS ................................................................................................................................................. 2

1 INTRODUCTION ..................................................................................................................................................... 5

1.1 BACKGROUND AND PURPOSE ................................................................................................................... 5 1.1.1 Company Background................................................................................................................................... 5 1.1.2 Summary of the Requirement ........................................................................................................................ 5

1.2 RFP TERMS AND CONDITIONS ................................................................................................................... 6 1.2.1 Definition of Terms ....................................................................................................................................... 6 1.2.2 Confidentiality .............................................................................................................................................. 6 1.2.3 Proposal Preparation Costs ......................................................................................................................... 7 1.2.4 Marketing References ................................................................................................................................... 7 1.2.5 Proposal Validity .......................................................................................................................................... 7 1.2.6 Acceptance or Rejection of Submissions ....................................................................................................... 7 1.2.7 Contract Negotiation and Execution............................................................................................................. 8

1.3 RFP AMENDMENTS AND CLARIFICATIONS ............................................................................................ 8 1.3.1 Question Period ............................................................................................................................................ 8 1.3.2 Submission of Questions ............................................................................................................................... 8 1.3.3 Clarifications and Amendments .................................................................................................................... 9

1.4 PROPOSAL SUBMISSION ............................................................................................................................. 9 1.4.1 Submission of Proposals ............................................................................................................................... 9 1.4.2 Date and Hour of Submission ....................................................................................................................... 9 1.4.3 Number of Proposal Copies ........................................................................................................................ 10 1.4.4 Presentations .............................................................................................................................................. 10 1.4.5 HCHD Questions ........................................................................................................................................ 10 1.4.6 Withdrawal ................................................................................................................................................. 11 1.4.7 Financial Proposal Instructions ................................................................................................................. 11

1.5 EVALUATION CRITERIA ............................................................................................................................ 11 1.5.1 Evaluation Timeframe................................................................................................................................. 11 1.5.2 Review Criteria ........................................................................................................................................... 11

2 VENDOR INFORMATION.................................................................................................................................. 12

2.1 EXECUTIVE OVERVIEW ............................................................................................................................ 12 2.2 COMPANY BACKGROUND ........................................................................................................................ 13 2.3 COMPANY STRUCTURE ............................................................................................................................. 13 2.4 INDUSTRY EXPERIENCE ........................................................................................................................... 13 2.5 CUSTOMER REFERENCES ......................................................................................................................... 13

3 IP TELEPHONY SOLUTION ............................................................................................................................. 13

3.1 SYSTEM OVERVIEW ......................................................................................................................................... 13 3.2 SOFTWARE RELEASE OF THE PROPOSED SOLUTION ......................................................................................... 14 3.3 SYSTEM DESIGN PLATFORM ............................................................................................................................ 14 3.4 CALL PROCESSING O/S .................................................................................................................................... 14 3.5 DATABASE INTEGRITY ..................................................................................................................................... 14 3.6 DATABASE INFORMATION LOSS ....................................................................................................................... 14 3.7 POWER SUPPLY ................................................................................................................................................ 15

3.7.1 Power Safeguards ....................................................................................................................................... 15 3.8 REDUNDANT SYSTEM DESIGN ELEMENTS ......................................................................................................... 15 3.9 LOCAL SURVIVABILITY .................................................................................................................................... 16

3.9.1 Survivable IPTS Features/Services ............................................................................................................. 16 3.10 NETWORK FAILOVER RESILIENCY ................................................................................................................... 16 3.11 SECURITY......................................................................................................................................................... 17



3.11.1 Authentication ........................................................................................................................................ 17 3.11.2 Disruption of Services ............................................................................................................................ 17 3.11.3 Confidentiality and Privacy (Packet Sniffing) ........................................................................................ 17 3.11.4 Physical Interfaces ................................................................................................................................. 17

3.12 ISDN PRI SERVICES ........................................................................................................................................ 18 3.13 TRAFFIC HANDLING ......................................................................................................................................... 18 3.14 IP STATION QOS .............................................................................................................................................. 18 3.15 MULTI-PARTY CONFERENCE CALLS ................................................................................................................ 19 3.17 IP TELEPHONES (INCLUDING SOFTPHONES) & AUDIO CONFERENCING UNITS .................................................. 19 3.18 ANALOG TELEPHONES ..................................................................................................................................... 20 3.19 FACSIMILE TERMINAL ...................................................................................................................................... 20 3.20 MODEM ............................................................................................................................................................ 20 3.21 POWER FAILURE TRANSFER STATION (PFTS) ................................................................................................. 20 3.22 VOICE TERMINAL INSTRUMENTS – REGULATION REQUIREMENTS ................................................................... 21 3.24 OTHER IP TELEPHONE INSTRUMENTS .............................................................................................................. 21 3.25 ADDITIONAL DESKTOP OPTIONS AND ACCESSORIES ....................................................................................... 21 3.26 STATION USER FEATURES ................................................................................................................................ 21 3.27 SYSTEMS MANAGEMENT ................................................................................................................................. 24 3.28 SYSTEM / PORT CAPACITY ............................................................................................................................... 24 3.29 TERMINAL CAPACITY ...................................................................................................................................... 24 3.30 SUPPORT OF OPEN STANDARDS ....................................................................................................................... 25 3.31 SECURITY FEATURES ....................................................................................................................................... 25 3.32 ADMINISTRATION FUNCTIONS ......................................................................................................................... 25 3.34 STATIONS ......................................................................................................................................................... 26 3.35 THRESHOLD ALARMS....................................................................................................................................... 26 3.36 VOIP MONITORING .......................................................................................................................................... 26 3.37 OPTIONAL REPORTS ......................................................................................................................................... 26 3.38 CALL DETAIL RECORDING ............................................................................................................................... 26 3.39 MAINTENANCE ................................................................................................................................................ 27

3.40 ALARM CONDITIONS ........................................................................................................................................ 27

3.41 MAINTENANCE REPORTS ................................................................................................................................. 28

3.42 REMOTE MAINTENANCE .................................................................................................................................. 28

3.44 Call Recording

24

4 INTEGRATED MESSAGING SYSTEM ............................................................................................................ 28

4.1 SECURITY FEATURES ....................................................................................................................................... 28 4.2 VOICE MAIL FEATURES ................................................................................................................................... 29

4.2.1 Forwarding ................................................................................................................................................. 29 4.2.2 Disconnect Detection .................................................................................................................................. 29 4.2.3 Station Dialing ............................................................................................................................................ 29 4.2.4 Answer Announcement ................................................................................................................................ 29 4.2.5 DTMF Signaling ......................................................................................................................................... 29 4.2.6 Greeting ...................................................................................................................................................... 30 4.2.7 Trunk Access ............................................................................................................................................... 30 4.2.8 Distribution Lists ........................................................................................................................................ 30 4.2.9 Message Forwarding .................................................................................................................................. 30 4.2.10 Audit Trail .............................................................................................................................................. 30 4.2.11 Message Indication ................................................................................................................................. 31 4.2.12 Identification Code ................................................................................................................................. 31 4.2.13 Message Recovery .................................................................................................................................. 31 4.2.14 Message Reply ........................................................................................................................................ 31 4.2.15 Message Review ..................................................................................................................................... 31 4.2.16 User Controls ......................................................................................................................................... 32



4.2.17 Other User Features / Controls .............................................................................................................. 32 4.2.18 System Management Console ................................................................................................................. 32 4.2.19 System Changeability ............................................................................................................................. 32 4.2.20 AMIS ....................................................................................................................................................... 33 4.2.21 Digital IP Networking ............................................................................................................................ 33

5 SERVICES ............................................................................................................................................................. 33

5.1 MAINTENANCE AND SUPPORT ................................................................................................................ 33 5.2 WARRANTY AND REPAIR ......................................................................................................................... 34 5.3 PROFESSIONAL SERVICES ........................................................................................................................ 34 5.4 PROJECT MANAGEMENT AND IMPLEMENTATION ............................................................................. 35 5.5 SUBCONTRACTORS .................................................................................................................................... 35 5.6 CUTOVER ...................................................................................................................................................... 36 5.7 ACCEPTANCE .............................................................................................................................................. 36 5.8 TRAINING ..................................................................................................................................................... 36 5.9 BILLING ......................................................................................................................................................... 37 5.10 PRICING ......................................................................................................................................................... 37

5.10.1 Vendor Pricing and Cost Information .................................................................................................... 37

5.11 Prefered Service Options ......................................................................................................................... 34

5.12 Additional Parts and Labor ..................................................................................................................... 36


[SOLUTION PROVIDER NAME HERE] of 39 Rev 1.3 Revised 07/2012

1 INTRODUCTION

1.1 BACKGROUND AND PURPOSE

The purpose of this Request for Proposal (“RFP”) is to acquire the services of a qualified vendor who will provide and install a next-generation IP-based voice solution for Forsyth County Health Dept.

1.1.1 Company Background

Forsyth County Board of Health is part of District 2 Public Health which serves 13 Counties in North Georgia. Forsyth County Health Department is a Federal, State and County funded entity and must abide by federal, state and county policies and procedures. Four of the existing VoIP phone systems in our District are Mitel 3300s.

Our business deals with patient information (HIPPA) related material and content. Thus, any provider should have experience with dealing with similar organizations and/or HIPPA.

Forsyth County Health Dept. has one building located at 428 Canton Highway, Cumming, GA 30040 and a second location at 475 Tribble Gap Road, Suite 110, Cumming, GA 30028. For more information for the affected sites, see our website, www.phdistrict2.org. This RFP is also posted there.

1.1.2 Summary of the Requirement

Forsyth County Health Dept. seeks to implement a highly flexible and versatile phone system using a scalable IP solution that makes best use of today’s leading-edge technology.

This solution must contain the capabilities for addition of common contact center solutions such as ACD, e-Mail, detailed call reporting. It should be an integrated, turnkey, common off the shelf (COTS) solution, which is low in cost and easy to maintain. There should be minimal customization of the solution in order to fulfill the business needs of Forsyth County Health Dept. The system should be easy to administer on a day-to-day basis by non-technical contact supervisors and employees. The system must work with the current e-mail system, Novell Groupwise. Active directory is not currently used, but planned.

We (Forsyth County Health Dept.) will acquire our own voice and data services. Voice services will be delivered via Analog Phone lines and will serve Forsyth County Health Dept. Caller ID will be utilized; the quantity will be determined. All of the data cables in the buildings are CAT 5 or CAT 5E. We plan to



independently acquire new POE switches for this project. Maybe need to get Vendor to supply the POE Switch, to roll it into the costs.

The primary solution proposed will be located at the Forsyth County Health Department (refer to Site List at www.phdistrict2.org) with a Teleworker System for our secondary location. Please include E-911 options for this location. We want a solution that we own rather than one that will be hosted off site.

1.2 RFP TERMS AND CONDITIONS

By responding to this RFP the Supplier signifies agreement with and is bound by the following Terms and Conditions.

1.2.1 Definition of Terms

Participating Vendor: A company that has submitted a proposal in response to this Request for Proposals

Proposal: A response to this RFP submitted by a Participating Vendor.

RFP: Request for Proposals.

Supplier: Any company or individual that has received a copy of this Request for Proposals.

Client: Forsyth County Health Dept.

1.2.2 Confidentiality

Forsyth County Health Dept. expects the Supplier to respect the confidentiality of the health department’s confidential information. As a result of its participation in relation to this RFP, the Supplier may gain access to information regarding Forsyth County Health Dept. business or on the use, development, and acquisition of other services by Forsyth County Health Dept. The Supplier shall treat all information as confidential and shall not use or disclose the information beyond the intended purpose, being the Supplier’s preparation and response to this RFP; and shall not disclose the information to any third party, except where the information exists in the public domain and/or is exempt from protection under applicable law. Any other distribution, copying or disclosure is strictly prohibited.

If the supplier is required to release any of the information to a third party for the purposes of preparing for its proposal, the Supplier is required to solicit at least the same confidentiality obligations from this third party prior to releasing the information.

http://www.phdistrict2.org/



Should the supplier or third party be unable or unwilling to comply with Forsyth County Health Dept’s. confidentiality requirements they must return all RFP material received and withdraw from this RFP process.

Forsyth County Health Dept. will consider proposals submitted by suppliers as confidential, except where the information exists in the public domain and/or is exempt from protection under applicable law. All materials submitted by the Supplier will become the property of Forsyth County Health Dept. and will not be returned.

1.2.3 Proposal Preparation Costs

All costs incurred in the preparation and submission of proposals and related documentation, including participating vendor presentation to Forsyth County Health Dept. shall be borne by the participating vendor.

1.2.4 Marketing References

All Suppliers responding to this RFP shall be prohibited from making any reference to Forsyth County Health Dept. in any literature, promotional material, brochures or sales presentations.

1.2.5 Proposal Validity

Proposals must be valid for 90 days from the Proposal Due Date.

1.2.6 Acceptance or Rejection of Submissions

Forsyth County Health Dept. is not obligated to accept the lowest cost or any proposal.

Forsyth County Health Dept. reserves the right to:

Reject any or all proposals;

Waive technicalities or irregularities;

Issue no contract for any of the services described within this RFP;

Award all services to one vendor;

Accept any proposals it determines to be in the corporation's best interest;

Negotiate any or all of the scope and terms of any contract that flows, directly or indirectly, from this RFP;

Add or remove scope into the contract negotiation process;

Issue contract awards for any combination of services and vendors, either all or part of the business as Forsyth County Health Dept. sees fit.

Forsyth County Health Dept. has no obligation to reveal the basis for contract award or to provide any information to suppliers regarding the evaluation or negotiation processes.



All participating vendors will be notified promptly of bid acceptance or rejection.

1.2.7 Contract Negotiation and Execution

It is the intent of Forsyth County Health Dept. that, after the successful vendor has been selected, Forsyth County Health Dept. and the selected vendor will enter into contract negotiations containing all terms and conditions of the proposed service. Any acceptance of a proposal is contingent upon the execution of a written contract and Forsyth County Health Dept. shall not be contractually bound to any vendor prior to the execution of such written contractual agreement.

1.3 RFP AMENDMENTS AND CLARIFICATIONS

All inquiries, questions, and requests for clarification of the contents of the RFP must be in writing, and addressed to the Forsyth County Health Dept. Contact identified in this RFP, see below. It is the Supplier’s responsibility to clarify their interpretation of any item in the RFP of which they are not certain.

1.3.1 Question Period

The deadline for all questions is July 27, 2012. No questions submitted after this date will be answered.

Forsyth County Health Dept. will answer all questions by August 3, 2012.

1.3.2 Submission of Questions

All inquiries, questions, and requests for clarification of the contents of the RFP must be in writing, (email is preferred) and addressed to the Forsyth County Health Dept. Contact identified below.

Questions submitted to anyone other than the specified contact for Forsyth County Health Dept. Contact will not be answered. Forsyth County Health Dept. cannot be responsible for the accuracy of answers, clarifications or other information received from other than the means described herein.

Multiple questions per RFP section are permitted. However, all questions must be identified by the section number of the RFP to which it pertains, and an alphanumeric identifier if there are multiple questions per RFP section.

A listing of Supplier inquiries (without identifying the source of the inquiry) and FCHD’s. responses there to will be published on the Forsyth County Health Dept. website, www.phdistrict2.org.

All inquiries must include:

AppData/Local%20Settings/Temp/XPgrpwise/www.phdistrict2.org



The supplier company's name, address and phone number;

A clear and concise question;

References to specific sections and paragraphs within this RFP.

Questions shall be submitted by e-mail (preferred) or fax, referencing the RFP number on all correspondence.

For questions regarding this Request for Proposal please contact:

Joe Countiss District 2 Public Health 1280 Athens Street Gainesville, GA 30507 Telephone: 770-531-4049 Fax: 770-535-5958 Email: [email protected]

1.3.3 Clarifications and Amendments

Any clarifications or amendments to this Request for Proposals will be published on the District 2 Public Health website at: www.phdistrict2.org

1.4 PROPOSAL SUBMISSION

All responses must be submitted to the Contact specified by the proposal due date and time in writing. Reference Section 1.4.3, 1.4.7 and 5.10.

1.4.1 Submission of Proposals

Proposals must be submitted to:

Kim Cain Forsyth County Health Dept. 428 Canton Highway Cumming, GA 30040 Telephone: 770-781-6900 Fax: 770-781-6929 Email: [email protected]



1.4.2 Date and Hour of Submission

Responses must be submitted by August 10, 2012 at 9:59 AM. Proposals that are late may be rejected. Proposals will be opened and publicly read aloud on August 10, 2012 at 10:00 AM.

1.4.3 Number of Proposal Copies

Four (4) printed copies and one electronic copy.

In the event of any discrepancies between the original printed version and any duplication, the original printed version will be assumed to be accurate.

Please submit financial/cost proposals separately in a sealed envelope with “Sealed Bid” on the outside. See Invitation cover letter on our website for details.

1.4.4 Presentations

Forsyth County Health Dept. may request Supplier presentations from time to time. Forsyth County Health Dept. will notify Suppliers if any presentations are required.

1.4.5 ForsythCounty Health Dept. Questions

Forsyth County Health Dept. may, at its sole discretion, seek clarification from any or all participating vendors regarding proposal information and may do so without notification to other responders.

Any and all clarifications required by Forsyth County Health Dept. shall be sent through the Forsyth County Health Dept. Contact to the Supplier.

The following process shall be employed by Forsyth County Health Dept. if clarification is required regarding any Supplier responses:

Forsyth County Health Dept. will issue questions to any or all Supplier(s) as deemed necessary by Forsyth County Health Dept. The Forsyth County Health Dept. Contact will issue these questions by e-mail.

The Supplier is to send responses by e-mail to the Forsyth County Health Dept. Contact by the response due date and time referenced on the question e-mail. Upon Forsyth County Health Dept.’s reasonable request, if the new information provided in response to Forsyth County Health Dept.’s questions represents significant changes to the Supplier’s original response, then the Supplier may be asked to re-issue their original response with the updated information included.



1.4.6 Withdrawal

A Supplier may, without prejudice to itself, modify or withdraw its response by written request, provided that the request is received by the Forsyth County Health Dept. Primary Contact prior to the proposal due date. In the case of an electronically delivered request, a written confirmation thereof bearing the authorized signature of the Supplier shall be received by the Forsyth County Health Dept. contact within three (3) business days of issuance of the request.

Following withdrawal of a response prior to the due date, the Supplier may submit a new response providing delivery is prior to the due date.

1.4.7 Financial Proposal Instructions

Pricing shall be provided for all functionality included in the Supplier’s response.

Pricing shall be broken down by each solution element covered in the Supplier’s response. An overall aggregated price for the entire response with no breakdown shall not be accepted.

Supplier shall state all assumptions used for pricing. Please submit financial/cost proposals in a sealed envelope with “Sealed Bid” on the outside. See Invitation cover letter on our website www.phdistrict2.org for details.

1.5 EVALUATION CRITERIA

Forsyth County Health Dept. will evaluate participating vendor proposals on all elements of each response including costs, technology, solution’s flexibility and capability, scope of the services provided, compatibility with Forsyth County Health Dept.’s environment and other factors as described below.

1.5.1 Evaluation Timeframe

Evaluation for the responses by Forsyth County Health Dept. shall not commence before the Due Date.

The evaluation is expected to be complete within 30 days and a contract is expected to be awarded within 30 days of the evaluation.

1.5.2 Review Criteria

Forsyth County Health Dept. will review the information provided in response to this RFP to develop a solution for Forsyth County Health Dept.’s telephone



needs. Detailed evaluation criteria will not be shared with Suppliers; however, a high-level overview of important evaluation criteria follows:

Financial: Forsyth County Health Dept. will evaluate each of the Supplier responses considering the overall value (costs and savings) to Forsyth County Health Dept. to implement a Voice Telephony solution.

Technical Capability: Forsyth County Health Dept. will analyze the responses to determine how completely the solutions proposed meet the requirements as documented in this RFP. Specifically, the proposed solution will be evaluated in terms of:

Service availability and resiliency;

Scalability, capacity and performance;

Capability

Compatibility with existing infrastructure, systems and processes;

Capability to accommodate a phased implementation;

Delivery / Time to implement and deploy;

Manageability;

Comprehensive security;

Longevity of the proposed service(s);

Service and support;

Product quality.

Innovation: Forsyth County Health Dept. will value innovative recommendations and proposed solutions for Forsyth County Health Dept. telephony technology, especially innovation that allows for cost effective initial implementations with the flexibility of phased growth based on need or business case justification. The ability of the solution to leverage Forsyth County Health Dept’s existing LAN & WAN infrastructure to reduce the overall cost of the solution will be important.

Value Add: If the Supplier has services or offerings relevant to Forsyth County Health Dept. that set them above other Suppliers, please identify these services and/or offerings (be specific).

Additional Information: Forsyth County Health Dept. is interested in obtaining the best possible solution. If there is anything else you would like to add about your company or the requested services, please do.

2 VENDOR INFORMATION

2.1 EXECUTIVE OVERVIEW

Provide an executive summary of the system being proposed. Response:



2.2 COMPANY BACKGROUND

Provide an overview of your company, number of years in business, core solution offering, and five-year growth and development plans. Response:

2.3 COMPANY STRUCTURE

Provide your company ownership structure. Response:

2.4 INDUSTRY EXPERIENCE

Describe your experience with Voice over IP solutions. Include market share, industry recognition, awards, etc. Response:

2.5 CUSTOMER REFERENCES

Submit references from the last five (5) customers for whom you have implemented a similar solution over the past five years including individual contact information. Please include at least one reference that is similar in scope and size of what is being proposed. Response:

3 IP Telephony Solution

3.1 System Overview

Using a simple diagram, illustrate your proposed IP network design. Response:



3.2 Software Release of the Proposed Solution

Identify the software release for each product/model proposed. Response:

3.3 System Design Platform

Describe the proposed IP solution’s architecture and design elements. Response:

3.4 Call Processing O/S

What will be the primary operating system of the common control call processor? Response:

3.5 Database Integrity

How will the proposed IP solution preserve and protect the customer database between backups? Response:

3.6 Database Information Loss

Under what circumstances can customer database information (configuration, messages, logs, etc.) be lost during backups? Response:



3.7 Power Supply

What power sources will be required for common controls as well as those in distributed areas? Indicate if this solution will be dependent on an AC or DC current. Response:

3.7.1 Power Safeguards

What safeguards are included in the IP design to protect system operation? What would happen to system operation during a power failure? Response:

3.8 Redundant system design elements

Indicate the degree of redundancy, e.g., full duplicated back-up or standby load sharing, for each of the following common control elements.

tone generators main system memory RJ-45 Ethernet uplinks to network I/O interfaces DTMF receivers power supply primary call processor call classifiers customer database memory registers

Response:



3.9 Local Survivability

The system needs to be redundant in one of two ways. 1. Internally redundant, where all of the major components have a spare/backup. Example: Mirrored hard drives and dual power supplies. 2. Second Controller, where a totally separate controller, can pickup and run everything the primary controller does with minimal interruptions to service. Please define what interruptions occur when a fail over occurs. Please explain how your survivability solution meets the above requirements. Response:

3.9.1 Survivable IPTS Features/Services

1. What generic software features need to be in place when the survivability

solution is activated?

Response:

2. What station equipment (instruments, soft phones, wireless devices, etc.) is

not supported in standard survivability mode?

Response:

3.10 Network Failover Resiliency

1. Does the proposed IP solution support network failover resiliency in case of a

disastrous common control failure? If so, describe the failover process and specify the hardware, software, WAN transmission, and time required to carry it out. Response:



2. Can the proposed IP solution support more than one network failover design?

If so, please explain how, and indicate what elements are necessary to achieve additional designs. Response:

3.11 Security

3.11.1 Authentication

Describe how the IP solution’s authentication process prevents: unauthorized access to common control elements and data resources, and abuse of telephony services (e.g., toll fraud). Response:

3.11.2 Disruption of Services

Explain how embedded features in the proposed IP solution will reduce telephony service disruption due to denial-of-service (DoS) attacks. Response:

3.11.3 Confidentiality and Privacy (Packet Sniffing)

Describe how the proposed IP solution’s embedded features will secure communications privacy. How will the solution counter packet sniffing attempts? Is the Communications between the Controller and the Phones encrypted? Response:

3.11.4 Physical Interfaces

Are the network interfaces for the following functions separate: IP administration, control, and voice transmission signaling?



Response:

3.12 ISDN PRI Services

1. - Does the proposed system support T-1 trunk circuit interfaces with ISDN PRI capabilities? Response: 2. - Does the proposed system support Analog connections as the primary means of making phone calls?

3.13 Traffic Handling

Typically there is about 5% utilization on our network, but it does sometime spike to 80% to 90%. A Majority of our Switches are HP Procurve Series, none are PoE (Power over Ethernet). Explain how the proposed system’s design supports the stated traffic assumptions. Response:

3.14 IP Station QoS

How does the proposed IP solution provide Layer 2 and Layer 3 end-to-end quality of service to IP stations? Which industry standards are employed to guarantee this quality of service? Response:



3.15 Multi-Party Conference Calls

Describe how multiple-party add-on conference calls would be handled in the following situations:

1. Assisting customer – A customer calls one of our employees needing assistance, but the employee does not know the answer. Rather than hang up and call the customer back, the employee needs to be able to conference in another person who does know the answer, or page over head for assistance.

2. Conference call Small Group – Our Company needs to have a quick meeting with different employees of a department. Conference calls are usually the easiest way to accomplish this. Some employees are only available via cell phone, or home phone.

3. Conference call Large Group – How would the system handle a large party conference call of 15 or more people? Most people would be using outside lines or cell phones to connect.

Outline any and all hardware and software requirements necessary to support multi-party add-on conference call requirements. Indicate whether peripheral hardware, e.g., conference bridge servers, is required.

Response:

3.16 Section Removed

3.17 IP Telephones (including softphones) & Audio Conferencing Units

Describe how all proposed IP telephones are supported by the common control call server. If direct call control signaling via Ethernet LAN/WAN is not supported, specify all required intermediary carrier, signaling interface and/or media gateway equipment.



Response:

3.18 Analog Telephones

Explain how the proposed analog telephones are supported by the common control call telephony service. Specify the required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response:

3.19 Facsimile Terminal

Describe how facsimile terminals are supported by the common control call telephony server. Specify the required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response:

3.20 Modem

Explain how modem terminals are supported by the common control call telephony server. Specify all required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response:

3.21 Power Failure Transfer Station (PFTS)

Describe how analog telephone power failure transfer stations (PFTS) are supported by the common control call telephony server. Specify all required intermediary hardware elements for control signaling transmission. List the number of circuit terminations per circuit board, media gateway, and module. Response:



3.22 Voice Terminal Instruments – Regulation Requirements

The proposed communications system must be able to support a mix of analog and IP communications devices. All single and multi-line IP phones must be comply with section 68.316 of the FCC hearing-aid compatibility standards as well as the 1996 Telecommunication Act. Explain how the proposed telephone equipment meets these requirements/standards. Response:


3.24 Other IP Telephone Instruments

What additional IP desktop telephone models do you offer? Please include the following details for each:

i. fixed feature and function, ii. number of programmable line and feature keys, iii. display description (if applicable), iv. type of speakerphone (if applicable), and v. other critical details.

Include an illustration of each of these additional models. Response:

3.25 Additional Desktop Options and Accessories

Provide a brief description of all additional desktop options and accessories. Response:

3.26 Phone System Features

Does the proposed communications system support each of the user features listed below? Specify any features that are not included as part of the standard call-processing software package.

Identify any of the features listed below that require additional hardware and/or software because they are not included as part of the standard software package.



1) Add-On Conference (six party or more) 2) Automatic Callback 3) Automatic Intercom 4) Bridged Call Appearance 5) Call Back Last Internal Caller 6) Call Coverage (Programmed)

a) Internal and External Call Programming b) Time of Day/Day of Week Call Programming c) ANI/DNIS/CLID Call Programming d) Internal Caller ID Programming

7) Call Forwarding – All Calls 8) Call Forwarding – Busy/Don’t Answer 9) Call Forwarding – Follow Me 10) Call Forwarding – Off Premises 11) Call Forwarding – Ringing 12) Call Hold 13) Call Park 14) Call Pickup – Individual 15) Call Pickup – Group 16) Call Queues – Unlimited 17) Call Queues – Permanent members 18) Call Queues – Add on demand members 19) Call Queues – Ability to alter call distribution 20) Call Queues – Announce position in queue to caller 21) Call Queues – Announce estimated hold time to caller 22) Call Queues – Real time statuses 23) Call Queues – Historical logs 24) Call Queues – Agent logon/logoff 25) Call Queues – Route calls when no agent logged in 26) Call Transfer 27) Call Transfer using PC 28) Call Waiting 29) Consecutive Speed Dialing 30) Consultation Hold 31) Customer Station Rearrangement 32) Dial by Name 33) Discrete Call Observing 34) Distinctive Ringing 35) Do Not Disturb 36) Elapsed Call Timer 37) Emergency Access to Attendant 38) Executive Access Override 39) Executive Busy Override 40) Facility Busy Indication



41) Group Listening 42) Hands-Free Dialing 43) Hands-Free Answer Intercom 44) Help Information Access 45) Hot Line 46) Incoming Call Display 47) Individual Attendant Access 48) Intercom Dial 49) Last Number Redialed 50) Line Lockout 51) Loudspeaker Paging Access 52) Malicious Call Trace 53) Manual Intercom 54) Manual Originating Line Service 55) Message Waiting Activation 56) Multi-Party Assisted Conference with Selective Call Drop 57) Music On Hold 58) Music On Hold per extension 59) Music On Hold – user friendly upload of music files 60) Music On Hold – custom or predefined music files 61) Off-Hook Alarm 62) Padlock 63) Paging/Code Call Access 64) Personal Co Line (Private Line) 65) Personal Speed Dialing 66) Personalized Ringing 67) Priority Calling 68) Privacy – Attendant Lockout 69) Privacy – Manual Exclusion 70) Recall Signaling 71) Ringer Cut-Off 72) Ringing Tone Control 73) Save and Redial 74) Secondary Extension Feature Activation 75) Send All Calls 76) Silent Monitoring 77) Step Call 78) Store/Redial 79) Supervisor/Assistant Calling 80) Supervisor/Assistant Speed Dial 81) Text Messages 82) Timed Queue 83) Trunk Flash 84) Trunk-to-Trunk Connections 85) Voice Menu



a. Dial by Name 86) Whisper Page 87) Whisper Coaching

Response:

3.27 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 Forsyth County Health Dept. responsible for providing its own server hardware. Response: Does the proposed system have a web-based administrative interface? Response: Does the proposed system have a web-based user interface? Response: Does the proposed system support scheduled back-ups? Onsite? Offsite? Response:

3.28 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. Response:

3.29 Terminal Capacity

What is the maximum number of PC-client terminals that can be configured as part of the proposed management system? Response:



3.30 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? Response:

3.31 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. Response:

3.32 Administration Functions

Verify that the proposed systems management solution supports the administrative features. What, if any, features are not supported? Response:




3.34 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. Response:

3.35 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.

Response:

3.36 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:

3.37 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. Response:

3.38 Call Detail Recording

At this time the system needs to support call recording on demand, not full time 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

Response:

3.39 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. Response:

3.40 Alarm Conditions

Explain how the proposed management system defines major, minor, and warning alarms. Response:



3.41 Maintenance Reports

What, if any, maintenance alarm reports will be provided by the proposed management system? Response:

3.42 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:


3.44 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?

4 Integrated Messaging System

Describe the proposed integrated messaging solution. Response:

4.1 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. Response:



4.2 Voice Mail Features

4.2.1 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. Response:

4.2.2 Disconnect Detection

Does the system immediately disconnect and restore the line to the service the moment a caller has hung up? Response:

4.2.3 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? Response:

4.2.4 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. Response:

4.2.5 DTMF Signaling

Is the proposed system capable of generating and receiving standard DTMF tone signaling? Response:



4.2.6 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. Response:

4.2.7 Trunk Access

Please verify whether the proposed system will prevent a caller passing through the attendant to reach an outside line. Response:

4.2.8 Distribution Lists

Forsyth County Health Dept. requires system to provide a minimum of 10 distribution lists with a minimum of 3 people per list. Confirm that the proposed solution can support these requirements. Response:

4.2.9 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? Response:

4.2.10 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? Response:



4.2.11 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. Response:

4.2.12 Identification Code

How will the proposed solution verify a user’s identification? How can users change their identification codes? Response:

4.2.13 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? Response:

4.2.14 Message Reply

How does the proposed solution enable the mailbox owner to respond to a message from someone within the system? Outside the system? Response:

4.2.15 Message Review

Will it be possible for a user to either review and edit an announcement or input a message? Response:



4.2.16 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

Response:

4.2.17 Other User Features / Controls

List any other system user functions not listed in 4.2.16

Response:

4.2.18 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. Response:

4.2.19 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? Response:



4.2.20 AMIS

Does the proposed messaging system support AMIS networking standards? Response:

4.2.21 Digital IP Networking

Does the proposed messaging system support VPIM networking standards? Describe how the system supports digital networking? Response:

5 SERVICES

5.1 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. Response:

2. What maintenance programs are you proposing? Specifically, describe the

program, features, services, and benefits. Response:

3. Where are support personnel located? What levels of staff are available for

support? Please give brief description of staff levels. Response:

4. Define your company’s policy regarding major & minor outages, including

definition of a major & minor outage, response time and dispatch procedure. Response:

5. What is the structure and schedule of escalating unsolved problems to higher

support levels?



Response:

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

7. 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? Response:

5.2 WARRANTY AND REPAIR

1. Describe the warranty program including the standard warranty and any

extended warranty coverage available for the proposed solution. Response:

2. 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). Response:

3. Describe any options for extended warranty coverage on parts & labor? Response:

5.3 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.



Response:

5.4 PROJECT MANAGEMENT AND IMPLEMENTATION

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

2. Describe the methodology your firm will use to plan and manage all business

requirements to implement a successful solution. Response:

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

5.5 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. Response:

2. Provide the name and address of each named subcontractor and the work the

subcontractor will be performing. Response:

3. 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. Response:



5.6 CUTOVER

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

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

Response:

3. Describe the change management plan for transition.

Response:

4. Describe the test plan for transitioning over each system. Response:

5.7 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. Response:

5.8 TRAINING

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

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

Response:

3. Outline training offerings and any associated costs.



Response:

4. Is on-site training available?

Response:

5.9 BILLING

Forsyth County Health Dept. 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. Response:

5.10 PRICING

5.10.1 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. Response: 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. Response:

2. If a variety of maintenance/service programs are available, a description of all options and respective prices for each option is required. Response:



3. 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. Response:

4. All discounts must be clearly defined. Response:

5. Vendors must describe all costs associated with on-site product training. Response:

6. Vendor must define the costs associated with obtaining copies of system and user documentation. Response:

7. Forsyth County Health Dept. is a tax exempt government agency. Describe your

how you deal with tax exempt agencies or government agencies. Response:

5.11 Prefered Service Options 1. Free System Software upgrades.

We want free system software upgrades to the system.

2. Backup and archiving of system databases We want you to back-up our system programming on a regular basis.

3. 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.

5.12 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…



2. 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).

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

fee or for a defined period of time.

district 2 public health forsyth county board of … request... · forsyth county board of health...

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