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THE METROPOLITAN WATER DISTRICTOF SOUTHERN CALIFORNIA

Amendment No. 2

Request for Proposal for

TELEPHONE SYSTEM REPLACEMENT PROJECT

RFP No. 856

To all prospective respondents to Request for Proposal (RFP) No. 856, for which Proposals are to be received by The Metropolitan Water District of Southern California (Metropolitan), at its Union Station Offices, 700 North Alameda, Fifth Floor, Room 5-113, Los Angeles, California 90012, until 3:00 p.m. (PDT), July 7, 2008.

I. The information given in Amendment No. 2 are official revisions and responses to questions submitted by prospective respondents for clarification, and are hereinafter incorporated into RFP No. 856.

Page 2 – Minimum Requirement (1.3), revised as follows:

Revised From: “Further, the Respondent must be fully certified by the manufacturer at the highest dealer certification level (e.g., Platinum, Gold, Elite, Premier etc) at the time of the RFP response submittal date of June 5, 2008 and for the entire duration of the Telephone System Replacement Project…”

Revised To:Further, the Respondent must be fully certified by the manufacturer at the highest dealer certification level (e.g., Platinum, Gold, Elite, Premier etc) at the time of the RFP response submittal date of July 7, 2008 and for the entire duration of the Telephone System Replacement Project.

Page 4 – Request for Clarification Revised to provide an additional clarification date as follows:

Respondents may ask additional questions for clarification until Saturday, June 14, 2008, 3:00 p.m. PDT.

4 – Critical Communication Application illustration Revised to reflect Jensen and Medium sites to have redundant call controller and ACD/Call Management to Lake Mathews and E911 System to Union Station. See revised illustration attached on page 44.

RFP 856 Amendment No. 2Page 1

1 – Call Center Capabilities (1.3), revised as follows:

Revised From:Call Center Agent Capabilities: The following section identifies the call center agent functionality that the Respondent is required to provide with the proposed solution: 1. Agent log-ins to queue and skill sets using a unique agent ID2. Manual, Automatic, and Forced Agent Answer3. Calls waiting, longest call in queue and other real-time split info displayed

on the agent phone or on the agent desktop (“dashboard’)4. Separate call handling treatment for DID and ACD Calls5. Wireless Headset Compatibility6. Multiple ACD Groups/Skills per agent (Agent can support more than one

ACD group or skill simultaneously)7. Priority call handlingVirtual or Mobile Agent - Agent can log-in to any telephone and their agent properties will automatically applySupervisor Assistance – Agent can contact Supervisor for assistance by pressing a one button while engaged on a callRemote Agents using soft client application at their home or remote site can “log in” to their ACD split and receive calls.

Revised To (correct numbering scheme):Call Center Agent Capabilities: The following section identifies the call center agent functionality that the Respondent is required to provide with the proposed solution:

1. Agent log-ins to queue and skill sets using a unique agent ID2. Manual, Automatic, and Forced Agent Answer3. Calls waiting, longest call in queue and other real-time split info displayed

on the agent phone or on the agent desktop (“dashboard’)4. Separate call handling treatment for DID and ACD Calls5. Wireless Headset Compatibility6. Multiple ACD Groups/Skills per agent (Agent can support more than one

ACD group or skill simultaneously)7. Priority call handling8. Virtual or Mobile Agent - Agent can log-in to any telephone and their

agent properties will automatically apply9. Supervisor Assistance – Agent can contact Supervisor for assistance by

pressing a one button while engaged on a call10.Remote Agents using soft client application at their home or remote site

can “log in” to their ACD split and receive calls.

Page 25 – Call Center Capabilities (2.12.7), revised as follows:


Revised From:5. All Metropolitan personnel on the new Unified Messaging platform must be able to access their messages, leave messages, create distribution lists, receive notification of message delivery, and use the system's features from either local/remote telephones or local/remote PC devices.

Revised To:5. All Metropolitan personnel on the new Unified Messaging platform must be able to access their messages, leave messages, create distribution lists, receive automatic notification of message delivery via a message waiting indicator on IP Phones and audible tone on phones without waiting indicator lights, and use the system's features from either local/remote telephones or local/remote PC devices.

Page 54 – 4.2 Submittal, revised as follows:

Revised From:“1 CD containing the proposal in a single file PDF Format”

Revised To:“1 CD containing the proposal in PDF format and all attachments in separate files in their native format (e.g., Excel)”

Attachment D – MWD VOIP RFP Systems and Services SummaryRevised to include the following:

Jensen Filtration and Medium Sites shall have a redundant call processing server for high reliability.

II. Questions asked and answers given:

Q1. Is it ok for us to convert this into Word format?

A1. No, Respondent must use Attachment F.

Q2. Section 4.3, item 4, lists the items and order for a vendor's response. We can certainly do this and follow the sequence of the sub-items A through S, but would you like all the other sections included in our RFP response also, maybe with an acknowledgement of each section, e.g., "Understands", "Understands and complies", etc.?

A2. Please respond as requested in the RFP.

RFP 856 Amendment No. 2

Q3. For the medium sites you have specified you want an LSP on page 13 and in the drawing on page 14, but on page 33 you specify it as a high reliability system. Please confirm which is correct.

A3. To clarify, "Medium" sites and Jensen Filtration shall have IPT Systems designed with High Reliability functionality. Addendum No. 2 will reflect this clarification.

Q4. UPS on page 31 section 2.12.14 you ask us to leverage new battery plants at many locations. Can you specify which locations are capable of being leveraged? If you show that the site is currently "equipped" with the same UPS as you are specifying can we assume that we can leverage it? Can you provide more info on currently "equipped" if we will need to decide if we can leverage the current system?

A4. While new battery plants may exist at various Metropolitan facilities (and in the course of implementation leveraged as appropriate wherever possible), for your RFP response, please configure your system designs to assume new UPS units will provided at each site by the Respondent as specified by the RFP. All costs for the new UPS equipment (including labor and maintenance) must be included in Attachment A.

Q5. You are requesting the re-use of the current call accounting system. Is the connection a Serial or IP connection?

A5. All Siemens PBX systems have a Pollcat buffer box that connects to the telephone system via a SMIOC (System Monitor Input/Output Card) port for the collection of call records at that site. This SMIOC connection between the PBX and call accounting system or Pollcat device is made via an RS-232 cable (serial connection). The call detail records collected in the Pollcat device are then transmitted over the WAN (IP) to the call accounting server located at Union Station. Today, the following Metropolitan locations have Pollcat devices installed and operational:

Union StationMills MathewsJensenDiemerDiamond Valley LakeSacramentoSkinnerHindsIron Mtn.Gene CampEagle Rock


SotoWeymouth

Q6. Page 11 states that Metropolitan is networked via CoreNet software. Are you referring to Siemens proprietary protocol called CoreNet IP?

A6. Yes.

Q7. It is mentioned in the RFP that you will be ordering the network services. [Respondent] actually provides network service analysis and ordering of the lines, T1”s, MPLS network etc. Will you be issuing an RFP for this part of it? If not how can we become engaged in bidding on the network services?

A7. Please refer to the scope of work to determine if the services as listed are

services that your firm would provide.

Q8. We would like for our refurb department to bid on the buyback but we need an inventory of what you currently have. Can this be provided as an addendum?

A8. At this time, Metropolitan Telecomm team is developing a detailed inventory of existing Siemens/Rolm system and station equipment. It is anticipated that this inventory will be completed and distributed to the Respondents no later than June 20, 2008.

Q9. Is this RFP written for a specific phone system i.e. 3Com or Cisco? If it is will other Vendors still be considered?

A9. Metropolitan is interested in reviewing all proposed solutions with the intent of selecting the best possible system based on the criteria established in the RFP.

Q10. Will you consider using the telephony manufacturer’s unified messaging platform as the voice store, rather than Microsoft Exchange 2007 for this purpose, if all other Unified Messaging requirements can be met?

A10. Please respond indicating your ability to comply with this RFP requirement.

Q11. Will you consider using the telephony manufacturer’s Unified Messaging platform as the message store if the vendor shows evidence that using Microsoft Exchange as a message store is unreliable?



Q12. Will you consider using the telephony manufacturer’s Unified Messaging platform if it can be shown that it is more reliable, resilient, highly available, and energy efficient than Microsoft Exchange server approach?


Q13. What is Metropolitan’s Business Continuity Strategy for a reliable, resilient, highly available Unified Messaging platform?

A13. UM has not yet been deployed. As such, Metropolitan has no formal UM Business Continuity Strategy statement at this time. Metropolitan is interested in understanding the system uptime metrics (e.g., Mean Time to Failure and Mean Time to Repair) for Respondent’s proposed Unified Messaging System.

Q14. What are your requirements for a reliable, resilient, highly available Unified Messaging Platform?

A14. Metropolitan has not formally developed these requirements specific to a Unified Messaging Platform. Metropolitan is interested in understanding the system uptime metrics (e.g., Mean Time to Failure and Mean Time to Repair) and resiliency capabilities for your proposed Unified Messaging System.

Q15. What are your Green Initiative requirements for a Unified Messaging platform?

A15. Metropolitan has not formally developed “Green Initiative” requirements specific to a Unified Messaging Platform. Metropolitan is interested in understanding how your proposed Unified Messaging has a positive impact on the environment and contributes to global sustainability.

Q16. What is your Unified Communications Strategy across management and professionals that will be dependent upon the Unified Messaging platform to do their work and respond to a crisis (natural, or man-made)?

A16. Metropolitan has not developed a formal Unified Communications Strategy that specifies the interdependence between UM and management and non-management employees.

Q17. Does the manufacturer’s Unified messaging platform have to be integrated to the MS Exchange platform? At what level?


A17. Yes. Metropolitan seeks a unified message store for email and voice mail within a single system platform (Exchange) for its messaging architecture

Q18. What middleware integration technologies are currently in use by Metropolitan?

A18. As written, the question is too vague to respond to.

Q19. Can text messaging and alerts on the phone be substituted with text messages and alerts on the desktops (HP Vista, etc.)?

A19. No.

Q20. If a user receives a voicemail, is an e-mail notification required to their desktop and/or mobile device to check their voicemail?

A20. No, this functionality is not a requirement.

Q21. In the interest of opening up the RFP to more vendors, will you eliminate the requirement of requiring text-based messages from being transmittable to any IP phone’s display?

A21. No, this is a functional requirement.

Q22. Can this particular requirement be met with an OCS messaging platform?

A22. This question is not applicable to the RFP or this project.

Q23. Can this particular requirement be met with a PC based IM clients?

A23. This question is not applicable to the RFP or this project.

Q24. In regard to ALL 21 must have requirements, is this particular requirement equally important, more important, or less important?

A24. The “Must Have” requirements are just that; requirements that

Metropolitan has determined are critical to their business operation. As such, Metropolitan will be keenly interested to see which Respondents are capable of meeting these Must Have requirements,

Q25. Will the manufacturer be automatically eliminated if they cannot meet a “Must Have” requirement?

A25. No.


Q26. Is it acceptable to Metropolitan for the respondent to propose an alternative to a “Must Have” requirement?

A26. Respondent must first demonstrate that it is able to meet these critical requirements before considering alternatives. Only after answering all RFP questions or requests for information should the Respondent consider proposing alternatives.

Q27. Please reference page 16, Section 2.12.0.14. Please clarify “certified integration” with Microsoft Exchange 2007 and OCS 2007. Specifically, who would grant the certification?

A27. Metropolitan seeks to understand if the Respondent has conducted formal integration and system performance testing with Microsoft to verify the ability of its proposed unified messaging system to fully integrate with Microsoft Exchange 2007 and OCS products. In this case, Microsoft would certify that the unified messaging system can in fact, interoperate with Exchange or OCS 2007 applications.

Q28. Please reference page 17, Section 2.12.1.2. In the interest of opening up the RFP to more vendors and implementing open standards based future proof technology, will you consider making the SIP protocol a current mandatory requirement, rather than a future upgradeable option?

A28. Not at this time. Please demonstrate your firm’s ability to meet the requirements as described within the RFP specification.

Q29. Please reference page 17, Section 2.12.2.5. Please clarify that standard fax machines utilizing analog station ports will be assumed to be using standard fax protocols that are known to be compatible with VoIP networks. (i.e. V.17, V.29 are generally considered to be compatible, but V.34bis ‘Super Group 3’ is generally considered not to be 100% compatible).

A29. The Respondent may assume that any fax machines currently deployed by Metropolitan that will use an analog station port will be compatible with the VOIP network.

Q30. Please reference page 17, TABLE under 2.12.2.6. In the interest of opening up the RFP to more vendors, will you delete the requirement to have phones receive group broadcast text messages (e.g. via XML)?



Q31. Please reference page 17 TABLE under 2.12.2.6. Will you delete the requirement for paper-less button labeling from all of your phones, if all other requested phone functionality can be met?

A31. No, Metropolitan is waiving this requirement ONLY for the IP Basic Phone. For the IP Basic Phone, the Respondent is responsible for providing typed labels. Hand written labels are not acceptable. Please demonstrate your firm’s ability to meet the requirements as described within the RFP specification.

Q32. Please reference page 17 TABLE under 2.12.2.6. Is it acceptable for some of the ACD agents for call and performance information to be available on the agent’s PC rather than the agent’s phone?


Q33. Please reference page 17 TABLE under 2.12.2.6 under ACD Agent. Is it acceptable to Metropolitan to support only the SIP protocol, if the proposed telephone VoIP system only utilizes the SIP protocol, an open systems industry standard protocol?

A33. Please review the requirements in the Table cited above and demonstrate

your firm’s ability to meet the requirements as described within the RFP specification.

Q34. Please reference page 17 TABLE under 2.12.2.6 under ACD Agent. Why does Metropolitan want support for a proprietary protocol (i.e., Cisco’s proprietary protocol), given the existing desktop infrastructure environment is utilizing an open industry standards approach at the desktop (i.e., HP Vista)?

A34. Please review the requirements in the Table cited above and demonstrate your firm’s ability to meet the requirements as described within the RFP specification.

Q35. Please reference page 17 TABLE under 2.12.2.6 under ACD Agent. Why is H.323 and Proprietary important or relevant to the solution implementation?

A35. Please review the requirements in the Table cited above and demonstrate

your firm’s ability to meet the requirements as described within the RFP specification.


Q36. Please reference page 19, Section 2.12.3. As primary and secondary processors may not necessarily be using a single system image in order to provide redundancy (i.e. the processors may have different IP addresses, etc), can you clarify that “Single System Image” is a term being used to describe your desire to obtain N+1 reliability, and not a literal requirement of a “single system image”?

A36. For Metropolitan, a single system image would mean that the collective

voice system infrastructure would function/operate to the end users as if these various systems were one, “single” system. Common system features and dial-plan will provide a consistent user experience across the entire enterprise.

The backup IP server is also synchronized in real-time with the active IP processor using either a dedicated fiber connection or across Metropolitan’s WAN/IP network to provide a transparent and highly resilient fail-over design for critical voice communications.

The automatic failover capabilities allow the standby common controller to maintain calls during failover providing normal call control (e.g., ability to setup/takedown calls) and maintain any ACD calls that may be queued or calls that are being set up including the processing digits being entered by the calling party. Manual, automatic, or scheduled system failback options will be available.

Further, if the primary server were to fail, the backup server would automatically assume call control/call processing for all voice communications with no disruption of service (i.e., existing calls or calls in progress would continue without interruption).

Q37. Please reference page 19, Section 2.12.4. In the interest of opening up bidding to more vendors who may have a better overall solution, will you eliminate this entire desktop alert (to phone) requirement, and accept a suitable PC client and/or mobile client as a suitable substitution?


Q38. Please reference page 19, Section 2.12.5. Call Recording (p.23): With regards to the requirement of call recording of 50 agents, can it be assumed that these specific calls will all traverse PRI connections located in a single Metropolitan facility? If not, then how many different locations will have PRI circuits that will have calls that need to be monitored? Alternately, will all 50 agents be located in a single facility, if not, how many different facilities will the agents be dispersed amongst?


A38. Please re-read Section 2.12.5 and refer to the Table indentifying the location of the fifty ACD agents. Also see the section entitled “Call Recording” within Section 2.12.5 for additional information.

Q39. Is the Respondent’s Participation Form required to attend the pre proposal conference?

A39. No, the Respondent’s Participation Form should be included in Respondent’s proposal to demonstrate how Respondent will achieve the 25% SBE participation goal established in the RFP.

Q40. What is your “vision” for a Unified Messaging System that supports Metropolitan’s business?

A40. Metropolitan has not developed a formal Unified Messaging “vision.”

Q41. Does the Unified Messaging System need to integrate with any other business applications, like Work Order Management, or mobile filed devices?

A41. No.

Q42. Does the Unified Messaging System need to be virtualized at both theServer level and message store level?

A42. No.

Q43. What are the uptime/downtime requirements for the Unified Messaging System?

A43. There are no specific uptime requirements defined for the UM portion of this project. Nonetheless, Metropolitan is interested in understanding the system uptime metrics (e.g., Mean Time to Failure and Mean Time to Repair) for your proposed Unified Messaging System.

Q44. What are the backup and recovery procedures for the Unified Messaging System?

A44. There are no backup/recovery procedures currently drafted for UM. It is anticipated that these processes will be developed from recommendations by the Respondent finalist when the system is implemented.


Q45. In the event of a natural or man-made disaster (earthquakes, terrorist, etc.) what are the disaster recovery requirements for the Unified Messaging System?

A45. There are currently no specific disaster recovery requirements defined for Unified Messaging.

Q46. Please reference page 25, Section 2.12.7, Number 2. Will you consider deleting the requirement of using an Exchange Server as the voicemail message store, and instead utilize a more reliable, resilient, highly available vendor proposed Unified Messaging server platform as the message store?


Q47. Please reference page 25, Section 2.12.7, Microsoft Exchange 2007 Certification: Can you elaborate who must provide the certification?

A47. Please see Question 27.

Q48. Please reference page 25, Section 2.12.7. Automated Attendant and Speech-Enabled: How many ports (concurrent instances) of speech recognition enabled auto attendants must be supported?

A48. Metropolitan does not have voice traffic study/BHCC data available that specify the number of current ports required for this application at each site. The Respondent will need to make estimates for this calculation based on the number of users at each site assuming low to moderate call volumes (including for the call center agents).

Q49. Please reference page 28, 2.12.8. Messaging System Management Features, item 6, “Integration with MS Server and MS exchange account creation”: If Metropolitan will consider deleting the requirement of using an Exchange Server as a message store, will you also delete this requirement, in favor of a more reliable, resilient, high availability Unified Messaging platform for message store?


Q50. Please reference page 28, 2.12.8. Messaging System Management Features. What are the Business Continuity, Green Initiative (Energy Efficiency) and overall Unified Communications integration requirements


between the telephone VoIP system and other business critical applications?

A50. There are no specifically identified unified communication integration requirements for this project.

Q.51 Please reference page 29, 2.12.10. Please clarify what is meant by the system must be capable of performing the feature of routing 911 calls to alternate locations, but due to legal requirements, a vendor is not necessarily obligated to implement such a request.

A51. There is no reference in this section about routing calls to “alternate locations”. See Item 8 in this section which makes reference to special call treatment routing of E911 calls to ensure these calls are given priority. Please review this section again to determine if you still have a question.

Q52. Please reference page 43, 2.14.17: Please describe the relationship between the requested voicemail connectivity and the legacy system.

A52. The existing voicemail system (Xpressions) supports the AMIS protocol. Metropolitan seeks to network the Xpressions system with the proposed unified messaging system to allow users to create and send voice messages between the “new” and “old” messaging systems.

Q53. How many tie trunks, and in what facilities would these tie trunks be located? Can the bidder assume that QSIG is the protocol that would be utilized?

A53. Please see Attachments C and D for system trunking and other design requirements at each site. The current Siemens PBX systems do not support QSIG protocol and will not be upgraded to provide this protocol.

Q54. It is stated that you require Help Desk personnel at each location for the first week for post implementation support. Can you please define what you mean by Help Desk personnel?

A54. Help Desk personnel would be Respondent staff responsible for answering calls from end users who have questions or issues. This staff would also be responsible for maintaining a trouble ticket log/punchlist, coordinating resolution with Respondent technicians, and escalating issues to the appropriate level to ensure prompt resolution of all user issues.

Q55. The number of personnel for each location is set in the RFP, is there any latitude should the staffing determined by Metropolitan not [be] adequate?


A55. Actual staffing will likely be determined during the implementation phase. At this time, please provide a response to demonstrate your firm’s ability to comply and include all labor costs in Attachment A.

Q56. How will the Help Desk personnel become aware of the issues? Will the vendor be allowed to use Metropolitan’s Call Management System to issue tracking and to use the current Metropolitan centralized Help Desk for dispatching?

A56. It is anticipated that there will be a special Help Desk telephone number established for the implementation phase. The physical location of the Help Desk has not yet been determined. The Respondent will be allowed to use Metropolitan technology as appropriate and with Metropolitan approval to facilitate this activity.

Q57. Is there going to be training performed at each location prior to installation or will Metropolitan employees receive training from the onsite vendor personnel?

A57. Training will be conducted on-site at each Metropolitan facility by Respondent trainers (Metropolitan will NOT use a “train the trainer” methodology for end user training). There are about 2,500 employees and consultants at Metropolitan. Please include all training costs in Attachment A.

Q58. The vendor will be responsible for providing a trainer in each location. Who will be responsible for setting up the training schedule?

A58. Yes. The Respondent will be responsible for facilitating / leading / owning the development of all training schedules with assistance from the Metropolitan Project Manager.

Q59. Will there be any latitude in adjusting the schedule or adding days should Metropolitan employees not be able to attend training during the days the training is one site?

A59. The training schedule developed by the Respondent should take this factor in to account and have “make up” training classes included in the overall schedule.

Q60. It is stated that the warranty period does not begin until all sites have achieved acceptance. Is there a maximum time frame set for the acceptance period?


A60. Metropolitan wants co-terminus warranty and post-warranty periods for all sites (we do NOT want to track or manage “rolling” or varying warranty and post-warranty coverage periods for the 70 sites). At this time, the implementation schedule is expected to be 12-18 months in duration with the first installation beginning in 1Q2009.

Q61. If there is a gap between implementation and acceptance of more than one week will you require the post implementation team to remain on site until acceptance or will the 800 number take over after the first week?

A61. The acceptance period for a single site is expected to be 30 days. Overall project acceptance is expected to be 30 days after the final site is placed into production. It is not expected that the Respondent have technicians on-site during the acceptance period.

Q62. Please reference page 53, Business Outreach Program, Evaluation Criteria. It is noted 5% points will be awarded for meeting Business Outreach qualification. How will the remaining 95% awarded points be distributed over the other sections titled 3.1 through 3.5?

A62. As a matter of business practice, Metropolitan does not provide the weights associated with each criteria listed in the solicitation during the selection process.

Q63. Will the evaluation process require equipment demonstrations and in what timeframe, or scheduled meeting event?

A63. If Metropolitan desires any equipment demonstrations, it will most likely be during potential short-list interviews

Q64. Will there be an opportunity to submit additional questions, if needed, following the site walks and pre-proposal conference?

A64. Yes.

Q65. Page 23 of the RFP, under call recording, item #6 states call recording for 50 ACD agents including screen capture of agents desktop. Will this require full time recording? i.e.: When agents go off hook recording begins. Call completion, or on hook call recording is complete.

A65. Yes. Eagle Rock does require a 24x7 call logging/recording application at this time. The call recording application desired will require the ability to schedule or initiate real-time call recording by the agent or supervisor for purposes of training, quality control, and/or risk management.


Q66. Is the requirement to initially only record agents at Union Station? When recording is started at other locations, can we expect that all Voice VLAN traffic for remote sites will be mirrored to a SPAN port on core LAN switch at Union station?

A66. No, call recording will be required at the all five locations where ACD agents will be working. See Section 2.12.5 for detailed information.

Metropolitan will design/configure the WAN as required to support this application with the expectation that the Respondent will provide technical assistance to Metropolitan staff as needed to ensure the network is configured properly.

Q67. See item 2.14.17- Is the connection to the existing legacy voicemail to be AMIS or VPIM? Will that only be required at Union Station?

A67. AMIS.

Q68. See item 2.12.4 -Desktop alerts. Is it acceptable to provide alerts stated via other media devices? i.e., UM, Email, PDA/Smart Phones, Pagers

A68. Please demonstrate your firm’s ability to meet the RFP requirement. If your solution can also provide alerts to other devices, state that capability as well.

Q69. See item 2.12.14 - Please provide detailed battery specifications on the Holdover UPS listed in Attachment D to confirm reuse capabilities.

A69. For your design and pricing, assume all new UPS equipment will need to be provided by the Respondent for the proposed equipment and that no existing Metropolitan provided battery plant or UPS will be used.

Q70. See Item 2.12.7- #6 how many users are expected to utilize text to speech?

A70. Assume all unified messaging subscribers will use Text-to-Speech.

Q71. See Item 2.12-Item #15 - provide the number of concurrent Softphone users required. Which location will these soft phones users be homed to for licensing?

A71. 100. Union Station.


Q.72 Do the existing OPX lines terminate to existing remote locations listed in the RFP? If yes, do you have detail records associating OPX remotes to each homed system?

A72. Yes, the existing OPX lines terminate to existing remote locations listed in the RFP. No, we do not have detailed records associating OPX remotes to each homed system.

Q73. Are cable records documented for all sites?

A73. Voice no. Data jacks are accurately labeled.

Q74. Confirm total number of soft consoles for Operators and Security Stations.

A74. See Attachment C. No soft consoles are required for Metropolitan security stations.

Q75. Can you provide more detail for the pilot program? Will the stated sites for the pilot be full deployments based on the site data provided in attachment C? Or will they be scaled down deployments for the pilot phase?

A75. It is expected that the pilot installations will be “scaled down” deployments with all applications active for testing. The exact counts for these pilots have not yet been determined.

Q76. Please provide detail for station side T1’s listed in Attachment C and what they are integrating to?

A76. The four line-side T1s reflected in Attachment C are intended to be used for physical connectivity between the Siemens PBX and new IPT server at Union Station during the rollout period.

Q77. The specifications clearly state that vendor is to assume that all communications rooms will support equipment in regards to space, HVAC, electrical, etc. and is the sole responsibility of Metropolitan. Please clarify that a reliable earth ground will be provided within 25' of equipment so that [Respondent] can provide & install a bus bar and effectively ground all equipment, racks, etc.

A77. For your response, assume that Metropolitan will provide a reliable earth ground within 25’ of where the new equipment will be installed.


Q78. A storage and staging area is the responsibility of the vendor, per specification. Please clarify that adequate space for either a roll off or a secure area will be provided to the vendor to facilitate equipment storage.

A78. Metropolitan will NOT provide a main or centralized equipment storage/staging area for the Respondent’s equipment during the project. However, Metropolitan will provide a secure storage area at each facility on a limited basis(1-2 weeks) prior to the installation of equipment at the individual site.

Q79. See item 2.14.13 - System Alarming. Is 24/7 remote monitoring required via vendors NOC?

A79. 24x7 remote monitoring is not stated as a requirement in Item 2.14.13. This item is asking the Respondent to state/describe how alarm reporting and NOC technical support is provided by the Respondent’s service organization.

Q80. Are there established dates associated with announcement of Short-list, “Best and Final” Proposals, anticipated completion of contract negotiations and Pilot cutover?

A80. Dates associated with the Short-list, “Best and Final” Proposals, anticipated completion of contract negotiations and Pilot cutover will be determined based on the number of responses received by Metropolitan under this RFP.

Q81. It appears that business continuance will be included in order to protect against a complete loss of either core site (Union Station or Lake Mathews). If so, then the required level of duplicated resources can be provided. If not, and the data network supporting the critical telephony installation is also designed to 5 9’s availability, is it more appropriate (and economical) to provide central applications in Union Station and geo-redundancy of telephony (core sites) services during WAN outage?

A81. Yes, a system design that supports business continuance is to be included.

Q82. You require dual corded power supplies. Can we provide Hi-Rel Carrier Grade 48 volt N+1 power supply (where loss of a component only reduces capacity) systems that would be more survivable than a single dual corded AC power supply?

A82. Please demonstrate your firm’s ability to meet the RFP requirement. You may provide written clarification of your proposed solution as needed to


help Metropolitan better understand what you have proposed to enhance system reliability. All costs for your proposed solution must be included in Attachment A.

Q83. You require dual DSP’s. Is it appropriate to provide a % of extra DSP’s spread onto multiple cards for improved survivability over dual DSP’s?

A83. Please demonstrate your firm’s ability to meet the RFP requirement. You may provide written clarification of your proposed solution as needed to help Metropolitan better understand what you have proposed to enhance system reliability. All costs for your proposed solution must be included in Attachment A.

Q84. You call for integration to legacy systems during migration. Are those requirements included in Appendix C?

A84. Metropolitan believes all hardware requirements are presented within Attachment C. If the Respondent believes there are additional hardware requirements needed for this integration, it is the responsibility of the Respondent to identify those requirements.

Q85. If trunking requirements for integration to legacy systems during migration are not provided in Appendix C will you provide quantities or traffic patterns between locations?

A85. Trunking requirements for integration to legacy systems are included in Attachment C. Note that at this time, there is no traffic flow data available for internal, inter-site voice communications.

Q86. Metropolitan indicated 10 PRI’s into both Union Station and Lake Mathews. Do they both carry traffic or is Lake Mathews a part of the Disaster Recovery backup route?

A86. The ISDN PRI interfaces for Lake Mathews are intended for both normal voice communications and business continuity in the event Union Station’s IPT server or WAN connection is unavailable.

Q87. How are Union Station and Lake Mathews PRI’s configured in the CO (PSTN)?

A87. Today, there are no ISDN PRI circuits installed for voice communications. It is an objective of this project to implement ISDN PRI to provide ANI information to end users throughout the enterprise.


Q88. Metropolitan indicated 4 line side PRI’s in Union Station. What is their purpose?

A88. See Question 76.

Q89. Metropolitan indicated 8 PRI’s for conferencing. We assume this is for connection to Union station and Lake Mathews. Should they be the PRI’s shown at the line side PRI’s in Union Station and should there be 4 more in Lake Mathews?

A89. Attachment C identifies four T1 connections each for audio conferencing at Union Station and Lake Mathews. See Question 76 for information on the line side T1 connections anticipated for integration with the legacy PBX system at Union Station.

Q90. See item Section 2.12.11 - Will you allow SIP instead of PRI for conferencing?

A90. Yes. If connectivity is provided via SIP, the Respondent MUST provide all hardware, software, and software licensing costs for SIP connectivity between the audio conferencing system and the IP Telephony server infrastructure.

Q91. In 2.12.5 you discuss a temporary emergency operations call center at EOC. Is this call center included in the listed requirements? If not, can you provide those requirements?

A91. See Item 2.12.5.

Q92. Remote agents using soft client application at home or remote site can “log in to their ACD split and receive calls. Are these remote agents included in the ACD counts?

A92. No, at this time the 100 soft clients are not included in the ACD agent counts.

Q93. Will PSTN numbers (DID) be assigned to stations at locations other than their Telco assigned demark address?

A93. Yes, for OPXs and at the two at locations cited in Attachment C as “Trailer Camp” or “Site Trailer”.

Q94. Please provide list of NPA NNX and their demarks.


A94. Metropolitan cannot formulate a response without further explanation of the question’s relevance.

Q95. Please provide a list of appropriate E911 Selective routers for each demark?

A95. A94. Metropolitan cannot formulate a response without further explanation of the question’s relevance.

Q96. Question 10 says must be capable of directing calls to a predetermined location such as a security desk or operator console. E911 calls must be delivered to E911, and by law they can be passive monitored (listened in on and recorded). Will that meet this requirement?

A96. Metropolitan will implement an E911 solution that is compliant with all legal requirements and provides the functionality needed to transmit calls to the appropriate public safety agency. For this Item, Metropolitan is asking Respondents to demonstrate their ability to provide this capability with their proposed solution.

Q97. Section 2.13.5 Asks about encryption. Do you require encryption of voice traffic or can this be quoted as option?

A97. Metropolitan does not require encrypted voice communications. Item 2.13.5 is asking the Respondent to describe if/how its proposed system can provide this functionality.

Q98. Section 2.13.7 Defines equipped, wired and capacity but Attachment C shows only equipped. Do you have a factor for wired?

A98. The Respondent is to provide the “Wired” and “Capacity” information in Attachment C.

Q99. Section 2.14.15 Please provide scope and sizing of pilot.

A99. See Question 75 and Item 2.14.15.

Q100. Section 2.14.16 De-Installation - can we get an inventory of equipment to be removed at each site?


Q101. Section 2.14.19 requires factory tests and remainder of question calls for onsite tests. If a part fails or was damaged in shipping it will be discovered and replaced during on site tests. What level of factory tests are required,


what is the perceived value, and are they mandatory? Will Metropolitan send a rep to the factory for observation of tests?

A101. Metropolitan does not intend to send a representative to any manufacturer’s facility to verify equipment testing. For Item 2.14.19, the Respondent shall explain the process for hardware/software testing that is conducted by the manufacturer prior to installation.

Q102. What does Inspect mean in Attachment C?

A102. A search for the word “inspect” in Attachment C does not find any such reference. If you mean Attachment B, this feature is used to identify who is holding on a specific line.

Q103. Does the multi-tenant feature asked about in Attachment C need to be included or can it be quoted as an available option?

A103. Again, if you are referring to Attachment B, please specify if this feature is included in your standard system offer and from what interface it would be programmed.

Q104. What is the estimated date of award of the contract?

A104. 4Q2008

Q105. What is the estimated date of deployment of the project?

A105. 1Q2009

Q106. Section 2.14.17 requires networking between legacy and new voice mail. What protocol is preferred?

A106. AMIS

Q107. Does Metropolitan have an estimated budget allocated for the project? If so, can that be shared?

A107. The Telephone System Replacement Project is part of a larger funded project. A specific budgeted amount for this project is not available at this time.

Q108. Are the OPX Lines included in the analog station counts?

A108. No, they are identified as a separate line count.


Q109. How many users will be assigned voicemail without UC?

A109. For your design and pricing, assume all users will be Unified Messaging subscribers (not, UC).

Q110. Are all CO Trunks copper? If so Ground or Loop?

A110. No, T1 Flexnet or Supertrunk.

Q111. Are Analog Power failure stations part of analog station counts?

A111. No, they are identified as a separate line count.

Q112. Are there no CO trunks in Skinner Camp Expansion for emergencies?

A112. Correct.

Q113. What is the difference between Voice PRI and ISDN PRI T1 Circuits (Line Side)? One goes through the switch and the others are terminated directly on other devices?

A113. A typical ISDN PRI circuit is provisioned by a LEC. A line side T1 is installed within the customer premise only.

Q114. How many users will need Follow-me Functionality?

A114. For your design and pricing, assume all users will need this functionality.

Q115. How many administrator users will need to set up audio conferences?

A115. It is assumed that while there are system administrators trained to support the system, any employee may schedule an audio conference using a web-based interface.

Q116. How many voicemail users will be Voice only?


Q117. To leverage existing UPS backups, can you tell us which locations can be reused? Load capacity of each unit?


Q118. Are proposals valid for 12 or 18 months?


A118. Proposals should be valid for a period of 18 months.

Q119. As a consulting firm can I have a manufacturer listed as a Prime Contractor to participate in this bid or do they have to be invited and /or registered with Metropolitan direct to do business.

A119. All firms must have at least one representative at Metropolitan’s pre proposal conference on June 11, 2008 in order to submit a proposal for services outlined in RFP 856.

Q120. During the initial phase of replacing the PBX to VOIP – can MS OCS be an alternate for the UM (unified messaging) application or is it a Requirement to have a pure UM integration from the start?

A120. The Respondent is to provide Unified Messaging as required by the RFP. The Respondent’s reference to MS OCS as an alternative for unified messaging is unclear would require further clarification to respond further

Q121. Once the Siemens equipment is de-installed and removed, what will Metropolitan want done with the equipment?

A121. Metropolitan requires that the Respondent provide any applicable trade-in credit for this equipment. Any equipment that cannot be sold shall be properly disposed of by the Respondent.

Q122. Is Metropolitan looking to have it sold, refurbished, or destroyed?

A122. Metropolitan seeks to have this equipment sold with full trade-in credit being given to Metropolitan.

Q123. What are the evaluation factors?


Q124. What is the time line for the project i.e. evaluation, award, hardware purchase and start of the contract?

A124. Please see the RFP specification for this timeline.

Q125. With regards to the call center users’ quantity 50, where will they be located? Will they be located at the Union Station Facility?

A125. See RFP Item 2.12.5.

Q126. 2.4 Current Voice Communication Systems: with respect to current call flow, is current solution distributed or centralized?

A126. Distributed.


Q127. 2.4 Current Voice Communication Systems: Are outbound LD authorization codes currently being utilized?

A127. No.

Q128. 2.4 Current Voice Communication Systems: Is 900/976 or 411/555-1212 blocking currently enabled? Desired in the new solution?

A128. Yes. This is system translation that will be addressed during the final system software design and implementation phase.

Q129. 2.4 Current Voice Communication Systems: Is outbound call flow predominantly local, long distance; combination of both?

A129. Outbound calling is predominantly within California.

Q130. 2.4 Current Voice Communication Systems: Is International frequently dialed?

A130. No.

Q131. Call Accounting is currently provided by ISI Telemanagement Solution’s InfoTel Select system installed at Union Station with remote polling buffers located at multiple sites throughout the enterprise. This system will remain in place and be integrated with the proposed IP telephony server installed at Union Station. What version of InforTel is currently installed and in production?

A131. The software version is unknown at this time.

Q132. New Voice Communications Architecture Overview: Sites defined as “Very Small” (see Attachment D) will have local survivability with limited feature functionality being acceptable while in temporary survivable mode. Please elaborate on limited feature functionality when local survivability is invoked for “Very Small” sites (for e.g., Class of Restriction, VoiceMail integration, 5-digit dialing to other sites, etc.).

A132. This statement indicates that Metropolitan will accept system functionality in survivable mode at Very Small sites that is less than what is provided in normal operation. At a minimum, the system should permit users to make outbound calls to the PSTN and 5-digit dialing within the facility with software configured calling restrictions. The Respondent shall provide a list of the features available to users when these sites are in survivable mode.


Q133. Voice Communication Business Requirements: New systems must “co‐

exist” and interoperate with the existing 9751 PBX and other voice systems or services during the pre‐rollout pilot and rollout periods. Does the Siemens 9751 support Q signaling?

A133. No.

Q134. Will the Siemens 9751 require hardware or software upgrades to support integration? If so, define who will be responsible for that function during implementation.

A134. Any hardware, software, technical support for the Siemens systems will be provided by others.

Q135. Do the VoiceMail systems support the Voice Profile for Internet Messaging protocol (VPIM)?

A135. Assume no.

Q136. Integrate with Microsoft Exchange and OCS 2007 for enhanced functionality as needed (e.g., Unified Communications, communications‐enabled business processes). Is Microsoft OCS 2007 installed and currently in production? If yes, what is it being used for (e.g., IM, Presence, etc.)?

A136. No.

Q137. 2.12.2 Telephone Endpoint Requirements. Existing analog telephones will be reused and remain in‐place. Will all Analog devices integrate with the proposed IP based Telephony system? Approximately how many devices?

A137. Yes. See Attachment C for the number of analog devices per site.

Q138. Will there be any Analog devices NOT integrated with the proposed IP based Telephony system (e.g., separate POTS lines), and approximately how many?

A138. Any devices that are installed and operational independent of the proposed IPT system are excluded from this project. For your designs, see Attachment C for the number of analog devices per site.

Q139. Are any modems currently (and in the future) in use?


A139. There are very few modems in-place today. These devices are excluded from this project at this time.

Q140. Directory access with one touch dial after lookup. Is synchronization of both the Microsoft AD LDAP directory and AD end users’ passwords (LDAP authentication) to the Call-processor server a requirement? If yes, is the telephone Number LDAP attribute of the end users populated? How many digits? How about the ipPhone LDAP attribute?

A140. This specific requirement has not been determined at this time.

Q141. Are there any overflow contingencies if hold thresholds are exceeded?

A141. If you are referring to ACD split overflows. While this specific requirement has not been determined at this time, it is likely that there will be ACD split hold thresholds established with overflow to other agent groups.

Q142. How much information is currently provided to queued callers?

A142. If you are referring to ACD queues, music-on-hold, custom announcements, and expected wait time or place in queue will be provided to callers in queue. See Item 2.12.5 for additional information.

Q143. What do callers hear while they are in queue?


Q144. What are the rules surrounding queued calls?

A144. See RFP Item 2.12.5.

Q145. How long does a caller stay in queue before it is deemed too long?

A145. Not known at this time.

Q146. Are these callers routed to an overflow priority group/message/other?

A146. Not at this time.

Q147. Is speech recognition capability a requirement at each location requiring ACD/Call Center functionality? If yes, how many different languages?

A147. Yes. At this time, English only. Respondent may choose to demonstrate any other languages that are supported.


Q148. Is text-to-speech capability a requirement at each location requiring ACD/Call Center functionality?

A148. At this time, Text-to-Speech is a requirement for the unified messaging application only.

Q149. Call Center Agent Capabilities: How are skill/service groups defined?

A149. This information is not known at this time.

Q150. Call Center Agent Capabilities: Will any of the agent groups require multilingual capabilities?

A150. The question is unclear.

Q151. Call Center Agent Capabilities: Approximately how many custom queue announcements will be required?

A151. Unknown at this time.

Q152. Call Center Agent Capabilities: What are the rules that direct which types of calls/callers get distributed to which types of agents?

A152. Unknown at this time.

Q153. Call Center Agent Capabilities: List all of the ways that a customer can currently contact an agent? (eg., Voice call, email, chat, etc.)

A153. Voice calls only.

Q154. Call Center Agent Capabilities: Do agents transfer calls to other agents, other agent groups or external numbers?

A154. Agents will require all the aforementioned capability.

Q155. Call Center Agent Capabilities: Do remote agents have the same contact center tools as those agents in the call center locations?

A155. While unknown at this time, it is anticipated that ALL agents (at Metropolitan facilities or working remote) will require the same tools and capabilities. Again, Metropolitan seeks to have common and consistent features, functions, and user experiences at all locations.

Q156. Call Center Agent Capabilities: What challenges are faced with remote agents today?


A156. Not applicable; there are no remote agents today.

Q157. Call Center Supervisor Capabilities: The following section identifies the call center supervisor functionality that the Respondent is required to provide with the proposed solution:

Silent Agent Monitoring: Does/will the current/new LAN support RSPAN?

A157. Respondent shall assume that the Metropolitan data network equipment will support Switched Port Analyzer (SPAN) and Remote SPAN (RSPAN).

Q158. Real Time Reporting Capabilities: Will any report customization be required? (e.g., menu traversal, end-to-end call lifecycle tracking, etc.)

A158. At this time, only historical call center performance report will require the ability to be customized. See Item 2.12. 5 for additional information.

Q159. 2.12.6 Operator Attendant Soft Console: System must be able to maintain a separate database for information not maintained in LDAP directory. The database must be able to integrate with voice routing. Please explain.

A159. In the event that LDAP is unavailable, the operator console must be able to access Metropolitan directory information for support call processing and call routing.

Q160. 2.12.9 Find Me – Follow Me. Metropolitan desires to implement “Find Me – Follow Me” capabilities as part of the telephone system replacement project. This application is intended to improve productivity by allowing users to receive their incoming calls at any location and allow them to be reached at any of several phone numbers. With this application, user shall have the ability to designate a preferred order of contact numbers or in accordance with the callers ANI, time of day, day of week, scheduled activities, and location. Should the user be unavailable or no connection made with the calling party, the proposed system will send caller to user’s standard coverage path or unified messaging “mail box.” Users shall also have the ability to change their find me follow me rules from their desktop or remotely via a web browser. I believe Metropolitan is striving for a rule-based routing with Personal Assistant, please elaborate more. Maybe a Single Number Reach with Mobile Connect would be better for Metropolitan?

A160. Metropolitan is NOT specifying a particular manufacturer’s solution (e.g., Personal Assistant). The Respondent shall demonstrate their ability to


meet the general requirements cited in 2.12.9. Respondent may also discuss what other capabilities are provided to Metropolitan as part of their standard product offering.

Q161. 2.12.10 E911 System Requirements. All stations, including IP phones located on a Metropolitan site, must pass the extension number and specific location information of the telephone (e.g., address, building, floor, room) when dialing 911 to a local PSAP. When dialing 911 in E911, the caller’s extension number does NOT pass to the PSAP. The ELIN associated with the 911 caller’s ERL, along with the caller’s location, is displayed at the emergency operator’s terminal. DIDs must be obtained for use as ELINs; at least one unique DID per ERL is needed. However, more than one ELIN per ERL may need to be defined. For e.g., if only one ELIN is assigned to an ERL, that ELIN is reused for each emergency call. If 2 people make emergency calls in the span of 30 min., the PSAP will connect to the last caller when dialing the ELIN. This could be a problem if the PSAP was trying to contact the first caller. Are there sufficient DIDs for use as ELINs? How many ERLs are required?

A161. Metropolitan understands that the extension number and other identifying information is not transmitted to the PSAP, but that rather the 7- or 10-digit ELIN/ANI which is then associated the ALI record in the regional ALI database. This reference was not intended to be taken literally but rather reflect the level of information that would be associated with the 911 caller.

Metropolitan has approximately 5400 DID numbers assigned and available. While the exact number of Emergency Response Locations (ERL) is not known, the Respondent should reference Attachment C to estimate these requirements.

Q162. Detect newly registered IP phone on the network, thus allowing users to move phones without requiring system administrator assistance. Is CDP currently enabled on the Cisco switching infrastructure?

A162. Yes.

Q163. 2.12.12 Music‐on‐Hold. Metropolitan desires the ability to have an easy to manage and control Music‐on‐Hold application that offers a consistent user experience for all sites. The application should also have the ability to be partitioned to allow different music types to be played to different sites or groups and be managed from a centralized location. Lastly, the application must not impact or degrade network performance of Metropolitan’s WAN in any way. To achieve “the application must not impact or degrade network performance of Metropolitan’s WAN in any


way,” MOH audio files must reside on the local gateway of each remote site. Is this acceptable as this might take away from the “managed from a centralized location” requirement? Nonetheless, the remote site gateways are capable of being managed from the Central site. How many MOH audio files will be required?

A163. Yes, MOH audio files may reside in local gateways/servers. Respondent may assume 30 audio files for the RFP specification.

Q164. Attachment B, IPT Functionality worksheet, Line 27, please explain “Hands free dialing.” Voice dialing?

A164. This feature refers to the ability to place voice dialing without having to first pickup or use the telephone handset.

Q165. 2.12.13 VoIP Monitoring, Analysis, and Reporting Tools. Metropolitan seeks software tools available directly from the Respondent that will provide proactive, robust, and easy to use VoIP network management capabilities to ensure toll quality voice communications on Metropolitan’s new converged communication network. The Respondent should describe the software options available and the associated hardware, software, network interfaces, labor, and training required to provide a “turn‐key” solution that provides the following functionality:

In addition to tools on site, would Metropolitan like 7 x 24 pro-active monitoring optional pricing with live engineers to troubleshoot and pro-actively resolve issues?

A165. Metropolitan does not require this level of support at this time.

Q166. When is the cutover date of the first system?

A166. Estimated for the 1Q2009.

Q167. Voicemail - In Section 2.11, it states “New systems must “co‐exist” and interoperate with the existing 9751 PBX and other voice systems or services during the pre‐rollout pilot and rollout periods." Functionality must exist between the new phone system and the old phone system during migration. Does this include voicemail interoperability? For example, should a voicemail that is left for a user on the old system be able to be forwarded to a mailbox on the new system, and vice versa?

A167. Metropolitan seeks to integrate the existing Xpressions systems with the new unified messaging system using AMIS to allow messages to be sent between the two systems during the phased implementation. However,


voice messages residing in the Xpressions will not need to be exported to the new unified messaging system.

Q168. UPS - Are the UPS requirements stated in Attachment D (2/4-Hour Holdover UPS System w/ SNMP Interface) for the call processing equipment only, or is this also a requirement for IP phone endpoints as well? If this is a requirement for IP Phones, then what is the make/model/quantity of switches that will be providing power to these IP Phones? Also, how many phones will be estimated to be attached per switch at each location? This information is required in order to size an appropriate UPS solution per switch.

A168. This is not a requirement for the new IP phones.

Q169. IP Phone – Basic specifies paper–less button labeling feature. This is an advanced feature typically found on more expensive telephones, and may not be cost-effective for the application that the METROPOLITAN has in mind. We request that this requirement be removed from the IP Phone – Basic.

A169. Metropolitan will waive the requirement for paper-less designations for IP Phone-Basic models only. The Respondent will be required to properly label (type-written; no hand-written labels will be accepted) and install all IP Basic phone designation labels.

Q170. We assume that the statements: "Phone displays must have ability to receive group broadcast text

messages" (Section 2.12.2, Point 6), and,

"The proposed solution shall include the ability to provide scheduled and pre–programmed or ad–hoc, “real–time” text–based alerts to any or all IP–based phones from a secure, web–based application (allowing access from any remote site) by authorized administrators/users only." (Section 2.12.4) mean that the solution, including call control, applications and telephones as proposed, must provide this functionality, and not simply have a display capable of displaying a text message.

The requirement for all IP telephones to receive and display broadcast messages (Section 2.12.2, point 6, as well as Section 2.12.4, Desktop Alerts) also drives the specification for the Basic IP telephone. We request that this requirement be removed from the IP Phone – Basic.

A170. Metropolitan will waive the requirement for IP Phone-Basic models only.


Q171. The IP Phone – ACD Agent states a requirement for Bluetooth wireless capable with dual headset interfaces. Our ACD agent solutions include functionality to join supervisors to the agent's call. Combined with the wireless solutions we offer, the supervisor can in effect be standing over an agent's shoulder, and be included on the call, but through their own desk set. Please confirm that this functionality satisfies the stated requirement for the IP Phone – ACD Agent.

A171. As long as the functional requirement is met (i.e., the ability of the supervisor to proactively initiate joining the agent’s active call, the capability would satisfy the requirement.

Q172. IP-based conference room phones are described as having dual 6’ Microphones and/or wireless microphones. Our conference room telephone technology and solution does not rely on remote microphones, and we request that the Metropolitan allow alternate means of satisfying the acoustic requirements of a conference room telephone configuration.

A172. Metropolitan cannot assume that your solution is adequate to its needs for this application and will not waive this requirement. Please demonstrate your ability to comply with the RFP requirement.

Q173. The IP conference phone that seems to be preferred by your specification would be a third-party SIP phone -- and integration of broadcast messaging could be troublesome in this situation. We request that this requirement be removed from the IP Phone – Conference Room.

A173. Metropolitan is not stating a preference for 3rp party SIP phones. Refer to the table in Item 2.12.2.

Q174. The requirement for all telephones to support H.323 is also limiting. While elements of our portfolio can support H.323 V2, our primary investments have been based on a SIP strategy. We also recognize that the SIP standards are evolving and see our program of interoperability testing as critical to successful customer deployments and our ongoing product development strategy. We request that this requirement be removed from the RFP.

A174. Metropolitan will not remove this requirement from the RFP. Please demonstrate your ability to meet the RFP requirements as stated.

Q175. What type of protocol would be required for the integration of the

chosen VoIP Solution to the existing Siemens 9751 PBX, T1/PRI, Q.SIG or another protocol? How many links will then be required for the PBX interconnection?

A175. See previously answered questions relating to this subject.


Q176. In reference to"ISI Telemanagement Solution's InfoTel Select" Call

Accounting system, does the solution connect to the PBX via an RS-232 interface or would be using Voice over IP?

A176. RS-232.

Q177. We request a MS-Word version of the main RFP document to assist the preparation of our response.


Q178. Can you provide existing or expected Call Center traffic detailed reports? Calls per hour etc.

A178. No.

Q179. You require a ten (10) year commitment from the bidder on software and service of the new system. Will there be any, and if so, what considerations (or bid weighting) will be used for:

A) Manufacturer’s 10 year Road Map for Proposed SolutionB) Manufacturer’s Financial Strengths to be in business and dedicated to the Proposed IPTel offering

C) Market Share in IP Telephony?


Q180. Price/Cost of bid. Are initial upfront costs the only costs being weighed? Will there be any considerations (or bid weighting) for a multiyear TCO?

A180. Multi-year software subscription and post-warranty maintenance costs will also be considered.

Q181. Management of the system, how will simplicity of internal management be measured? i.e. Adds moves and changes, upgrades?

A181. Simple, easy to use system management tools are important to Metropolitan. The ability to provide this level of functionality will be considered in the overall evaluation.

Q182. 1.2 project overview: is there a documented plan for long term voice requirements?

A182. There is no official, published strategy.


Q183. 1.5 Proposal Time Schedule: Confirm time of day and address for June 12th site walk troughs.

A183. Please refer to the RFP Addendum No. 1 for details.

Q184. 1.9 Rights Reserved: Weighting for “Most Advantageous” - What % will be assigned to each of these sections?

A184. There is no weighting for Most Advantageous.

Q185. Section 3:3.1 What will be the measurements of “reliability of proposed system?

A185. Please read Section 2.13.

Q186 2.1 Project Overview and Objective: Are there defined changing needs of Metropolitan on the voice communications?

A186. This question is too vague for Metropolitan to appropriately answer.

Q187. 2.7 Current LAN/WAN Data network systems and services: Current LAN/WAN is Cisco, is that the data standard for Metropolitan?

A187. Yes.

Q188. 2.7 Current LAN/WAN Data network systems and services: Being the LAN/WAN will be upgraded in a separate project, should respondents assume that all IPTel configurations will also be completed? i.e. VLAN’s will be already configured, or should respondents assume that they will be configuring those services in their implementations?

A188. No. The WAN/LAN configurations will reviewed and coordinated with the Respondent finalist prior to the IPT pilots and subsequent production system installations.

Q189. 2.7 Current LAN/WAN Data network systems and services: If not will the winning bidder be consulted when the LAN/WAN upgrades are being done?


Q190. 2.7 Current LAN/WAN Data network systems and services: Will this upgrade also go to bid?

A190. No.


Q191. 2.7 Current LAN/WAN Data network systems and services: Is Cisco the standard for the data upgrades?


Q192. 2.7 Current LAN/WAN Data network systems and services: Will the voice gateways be Cisco? Will voice gateways need to be supplied on the proposal?

A192. Each Respondent shall provide their own complete, “turn key” proposal including voice gateways.

Q193. 2.11 Voice communications Business Requirements: 9751 PBX integration? Does the 9751 PBX support QSIG?

A193. See answer #53.

Q194. 2.11 Voice communications Business Requirements: What standards does the voice mail system support such as VPIM?

A194. See answer #67.

Q195. 2.11 Voice communications Business Requirements: Define “enhanced” emergency business continuity capabilities

A195. See Section 2.13. Q196. Attachment B; Please clarify: Metropolitan desires to implement “Find

Me – Follow Me” capabilities as part of the telephone system replacement project. This application is intended to improve productivity by allowing users to receive their incoming calls at any location and allow them to be reached at any of several phone numbers. With this application, user shall have the ability to designate a preferred order of contact numbers or in accordance with the callers ANI, time of day, day of week, scheduled activities, and location. Should the user be unavailable or no connection made with the calling party, the proposed system will send caller to user’s standard coverage path or unified messaging “mail box.” Users shall also have the ability to change their find me follow me rules from their desktop or remotely via a web browser. The Respondent shall state the features, functionality, and limitations of their proposed application.



Q197. Is the system capable of fully functioning as a single conferencing solution although there are components of the system located at 2 separate locations?

A197. Please state if your proposed solution can function as one “virtual” audio conference bridge.

Q198. If not, how will conferences be scheduled if a specific bridge does not have enough ports for a planned event?

A198. Please state if your proposed system is capable of automatically scheduling the conference call on the 2nd audio conferencing system if there are insufficient ports available on the 1st system.

Q199. Will the system automatically schedule the call on the second system if it has ports available?


Q200. Please clarify: OPX, what are these lines used for?

A200. For off-premise extensions associated with user analog telephones.

Q201. Please clarify: Analog Power Failure Stations are these existing or do they need to be quoted in the Bid response?

A201. The analog PFT stations are NEW and shall be included in your response and pricing.

Q202. Please clarify: ISDN PRI T1 Circuits (Line Side), what are these used for and do they need to be included in the bid response.


Q203. Call Center Requirements (Attachment D line 113) - Line 141: Is 15 Minutes the minimum requirement or only requirement?

A203. The requirement is reflected in Attachment F. This 15-minute interval for reporting is the minimum requirement.

Q204. Call Center Requirements: is it required to see on one screen at the same time both login’s or just be logged in simultaneously.

A204. This question is too vague for Metropolitan to appropriately answer.


Q205. Call Center Requirements Line 154: Please clarify real time report printing, real time reports dynamically change every minute? What specifically are you requiring to print?

A205. Metropolitan wants the flexibility to print real-time performance data from a supervisor’s desktop to a network printer.

Q206. Call Center Requirements Line 180: Recording time, after call wraps up what is the need to record AFTER call has ended?

A206. This requirement refers to the recording of agent key-strokes. See 2.12.15.

Q207. Will any of the analog phones planned for retention be used by ACD agents?

A207. No. Q208. Does Metropolitan desire a phased cutover approach or a flash cutover

approach after the pilot phase?

A208. Please see the RFP specifications. There are numerous references to Metropolitan’s intention to install the 30 sites using a phased installation approach.

Q209. Please specify if the agent and supervisor counts used are total counts or

concurrent counts? If they are not concurrent counts, would we be able to get an estimate of concurrent counts?

A209. For your design and license pricing, assume the agent and supervisor counts are concurrent.

Q210. Can you provide additional details on the 40 small locations that will be

included in the bid without installation support? How many handsets are required at each of these locations?

A210. See Attachment C for this information. Q211. Can you provide current call flow charts for each of your call centers?

A211. This information is not available. Q212. Are you requesting for managed services of the audio conferencing?

A212. No.


Q213. Can we use the existing Microsoft Exchange server for storage of

voicemail messages?

A213. See RFP Item 2.12.7 Q214. Can you provide the address for each site?

A214. Yes (See Attachment C). Q215. What are you looking to address by your request to have free software

upgrades, patches and fixes for up to 10 years?

A215. While not an inclusive list, Metropolitan is “looking to address” investment protection, system reliability, system performance, and system security.

Q216. Do you want bluetooth integrated into the phone or can we use an

external module, ie. headset?

A216. Integration with the phone is desired. Q217. What is the timeframe for your decision-making process?

A217. 4Q 2008.

Q218. We offer alternatives to Bluetooth that are technically superior and work better in an office environment, and we offer specific wireless solutions for ACD agents. Please advise if alternatives to Bluetooth are acceptable for the IP Phone – Administrative, IP Phone – Professional and IP Phone – ACD Agent, and that this requirement can also be satisfied by the inclusion of an accessory Bluetooth "dongle".

A218. Before exploring alternatives, Metropolitan requests that your firm demonstrate its ability to meet the RFP specification for this capability.

Q219. Are you requiring best and final pricing in Respondents’ proposals or will there be an opportunity for Respondents’ to adjust pricing and or proposed configurations after the July 7th proposal deadline?

A219. Metropolitan may request best and final offers. However, per the RFP, Metropolitan may also accept respondents proposal without further discussion.

Q220. This RFP is complex in regards to scope. Will the Metropolitan Water District accept and respond to Respondent’s questions after the


Mandatory Pre-Proposal Conference as needed to ensure that the Respondent is designing the best fit solution for the Metropolitan Water District?

A220. There will be a final date beyond which questions will no longer be accepted.

Q221. Does Metropolitan Water District have funding for this project and when will it become available? Are you interested in leasing – if so, what terms do you desire?

A221. See Answer 107. Metropolitan is not interested in leasing at this time.

Q222. How large is Metropolitan’s Telecom Staff and where are they located?

A222. This question is not relevant to the RFP specification.

Q223. What is the planned date for vendor selection?

A223. 4Q 2008

Q224. Page 2, Section 1.3, Item 2: States that the Respondent must provide “Perform installation and service as the manufacturer’s authorized service representative.” If the Respondent is authorized to sell Manufacturer Direct Install or Maintenance as part of the Respondent’s overall offering, will this satisfy Metropolitan Water District’s requirement?

A224. Yes.

Q225. Page 3, Section 1.4, Line Item 5: Please describe your scoring point evaluation and decision making process for selecting your preferred provider?

A225. Previously answered.

Q226. You list your evaluation criteria in Section 3, page 53. What is the weight and priority associated with each criterion?

A226. See above.

Q227. Page 5, Section 1.8, Line Item 6: Please clarify how many Marketing Material Binders you want us to provide?

A227. Page 54, Section 4.2 states: “Respondents shall submit their Proposals as follows: ONE (1) ORIGINAL, clearly marked as “original” on the


outside cover which contains an original signature, along with SIX (6) HARD COPIES each in three ring binders and 1 CD containing the Proposal in a single file in PDF format.” In addition to the requirement stated in the RFP, Respondent may submit no more than 2 (two) separately marked binders with marketing material. The evaluation committee will share the marketing binders, please do not submit two binders per evaluator.

Q228. Page 5, Section 1.10 Validity: For a period of at least eighteen (18) months, are you asking for price protection or discount protection or both?

A228. All elements of the Respondent’s proposal must be valid for the specified period of 18 months.

Q229. Page 9, Section 2.1: Project Overview and Objective – last bullet point states multiple installation phases beginning in 1Q 2009. Please clarify is this a calendar year or fiscal year? If the fiscal does not match the calendar when does 1Q 2009 happen?

A229. Calendar year.

Q230. Page 10, Section 2: Will the Metropolitan Water District provide the Respondents with information needed to determine what needs to be priced and proposed in regards to equipment racks, cross-connect hardware, patch cables, power strips, servers, PC workstations (with monitors and keyboards), electrical groundling/bonding, uninterruptible power supplies (UPS), and miscellaneous materials necessary for the proposed solution?

A230. This equipment is determined by the Respondent’s overall design and as such, is not provided by Metropolitan.

Q231. Page 10, Last bullet: Please provide complete inventory list by location of equipment that will need to be removed for bid cost purposes.


Q232. Page 11, Section 2: Have you chosen your network manufacturer and business partner provider yet for data network infrastructure? If so, who?If we can offer routers optimized for voice reliability, would you welcome and consider these items?

A232. Cisco Systems is the network manufacturer selected by Metropolitan.


Q233. Page 13, Section 2.10: Please define what you mean by active (“core”) call processing and passive (“backup”) call processing; N+1 active-passive systems.

A233. See Section 2.13.

Q234. Pages 12 and 13, Section 2.12.11: Audio conferencing is specified. It is not clear whether the requirement includes web conferencing or just web access to conference scheduling. Please clarify.

A234. Web conferencing is not required. Ability to have a web-based user interface for scheduling audio broadcast is required.

Q235. Page 14, Section 2.10: States that all IP Telephony and Critical Application servers will require UPS. In section 2.12.14 there is a reference to battery plants. Battery plants are usually associated with building UPS. Are respondents expected to use these battery plants if possible, or are these plants part of an existing building power system? If they are to be used with new UPS systems, will specs on the battery plants be provided?

A235. See Question 4. Metropolitan will provide information on existing building battery as needed with the Respondent finalist during the pre-installation design phase.

Q236. Page 15, Section 2.12 Bullet 2: Please define geo-redundant? Is it different room, building, or location?

A236. This term refers to geographically redundant processors. Specific to this project, this would refer to different locations such as Union Station and Lake Mathews.

Q237. Page 16, Item 7: Please clarify the “Dual 96 port Meet-Me audio conferencing systems at the core and backup sites”. This seems to ask for two at each location but further in the RFP it seems to ask for one at each location.

A237. Metropolitan requires one 96-port system at Union Station and one 96-port system at Lake Mathews. See Attachment D for more information.

Q238. Page 16, Section 2.12.12: Music on hold is specified. Are respondents required to provide the music source(s), or just access to music sources?Page 3 of 3


A238. Metropolitan requires a turn key proposal from the Respondent which would include providing the IPT system interface, MOH system, music source as well.

Q239. Page 16, Section 2.12: Should Music-on-hold systems be quoted, or just the interface to M-O-H?


Q240. Page 19, Section 2.12.5: Call Routing & System Capabilities: Which algorithms of call routing are required: MIA? LOA? UCD? DDC?

A240. The Respondent’s shall specify what call routing algorithm is used for its high-end software solution.

Q241. Call Recording: Must recorded calls be able to be retrieved as a single record even if they have been transferred among multiple recorded Metropolitan Water District agents?

A241. Metropolitan requires the ability to easily access single recorded calls from the calls archived on the server calls (e.g., by date and time).

Q242. Page 26, Section 2.12.8 Bullet 1: Is the speech enabled process listed here to be integrated within the messaging system for internal use by Metropolitan associates or is this a speech enabled auto attendant for public use?

A242. Both internal and external users.

Q243. , 2.14.15: Can you please describe the scope of the pilot in more detail? For example you have listed the sites involved but what is your requirement for the number of endpoints or what is the level of trunking to be terminated to the new system during the pilot?

A243. See Question 75. Metropolitan has no additional information at this time on the # of stations or trunking for the IPT pilots.

Q244. Page 51, Section 2.18: We are assuming this in not a request for an on-site dedicated tech but support for System administration, and Move, Add, and Change (MAC) activity.

A244. Correct.

Q245. What would be an acceptable SLA for Move, Add, and Change activity?


A245. SLA are dependent on a variety of factors (quantity and type of activity). The final SLA for these typical activities will be determined at a later date between the Respondent finalist and Metropolitan.

Q246. Page 52, Section 2.22: By asking for Committed Discount Levels for three (3) years, please clarify if you are requiring the Respondents to commit to the % Discount Level offered for an item or price protection on the Discounted Price of a particular item as offered in the Respondent’s July 7, 2008 RFP response.

A246. No. Metropolitan requests Committed Discount Levels for after market purchases for a three-year period.

Q247. Attachment B: Survivable Remote Gateway: Do capacity maximum questions pertain to when the gateways are in normal mode or survivable mode?

A247. Please provide maximum capacities for both modes.

Q248. Attachment C: Shows OPX lines at many locations. Are the OPX lines to remain or may the respondents substitute IP phones that are remote from the various locations? Will the VoIP network extend to the sites where the OPX lines terminate?

A248. For the RFP, assume that the OPX lines will remain in-place.

Q249. Attachment C: “Iron” and “Iron West” are identical in configuration and have the same address. Are these really two different sites?

A249. Yes, these are really two different sites.

Q250. Attachment F: What level of coexistence and interoperability is required with the 9751? UDP? Messaging?

A250. At a minimum, Metropolitan requires 5-digit dialing (with caller ID) between new and legacy PBX voice systems during the system rollout period to ensure internal, inter-site communications. Inbound external call routing between systems is also needed. The question pertaining to messaging has been addressed earlier in this document.


Critical Communication Application Illustration

Active Core:Union Station

Redundant Call ControllerUnified MessagingAudio Conferencing

E911 SystemCD/Call ManagementSystem ManagementOperator Consoles

Passive Backup:Lake Mathews DRCRedundant Call Controller

Unified MessagingACD/Call Management

Audio Conferencing

Jensen and Weymouth

Redundant Call Controller

Medium SitesRedundant

Call Controller

Remote Soft phone

Survivable Remote

Small/Very Small Sites

Gene CampRedundant Call

Controller

Eagle Rock EOCRedundant Call Controller


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