Cloud and VoIP Phone System

The Vendor is required to provide existing phone system with a cloud-based (hosted) VoIP phone system.
- Currently agency has 37 phones spread across 2 locations.
- Provide a scalable, cloud-based enterprise phone system to meet regulatory requirements.
- The system will support a mix of physical endpoints (capable of supporting gigabit Ethernet) and laptop-based softphones, along with a mobile app on a smart phone.
- Design, furnish, install, test, and make operational the replacement phone system for agency.
- Proposer shall also provide supporting documentation, comprehensive training (including initial, refresher/follow-up training, and new employee training), warranty and technical support as specified.
- The provided solution include:
• Regulatory compliances (HIPAA, PCI, CCPA etc.)
• Hosted sip Trunking
• Automated attendants
• Three (3) digit extension dialing to all phones on system
• Corporate directory (listing all user names and extensions, sortable by first name, last name, extension, group, location)
• Voice mail with message waiting indicator and automatic voice mail to email functionality
• Voice mail disabled for certain identified handsets (administrative control - ability to deactivate voicemail feature for a select group of handsets.)
• Inbound caller id displayed on handsets and caller id transferred to mobile phones when using
• Outbound caller id (ability to out-pulse both main number and/or individual did numbers)
• Busy lamp field (line monitor)
• Call forwarding (user activated) always/call forward busy
• Call forward (user activated) no answer
• Call forward (user activated) not reachable
• Call forward (user activated) selective call
• Remote call forward activation/deactivation and password reset from programming/maintenance console, designated managers’ pc or mobile application (iOS and android)
• Call hold
• Call park
• Call pickup groups
• Call transfers
• Call waiting
• Calling name & number (caller id)
• Custom holiday mode greetings (single program point, companywide effect)
• Dedicated “all call” extension - programmed to page all extensions per office by dialing a dedicated extension
1. Page bus garage
2. Page maintenance garage
3. Page everywhere
X. Distinctive ringing
Y. Do not disturb
• Call recording requirements
1. The system must allow companywide phone recording to be set up by extension or user at the administration level; this recording should capture the entirety of the call; call recording should be available for, at a minimum, inbound calls, outbound calls, internal-to-internal calls, calls forwarded to other extensions, and calls forwarded to cell phones.
2. Must be able to record all internal and external phone calls from a list of approximately 10 extensions, with the capacity to increase or decrease the number of recorded extensions.
3. Access to the call recordings must be restricted to specific users; call recording rules and policies must be adjustable.
4. Call recordings must be stored and retrievable.
5. Call recordings must be searchable with keywords, date and time, call extensions, phone numbers, names, and so forth.
6. Call recording alerts agency it staff and vendor if the call recording fails.
A. selective call recording capabilities enabled or disabled by managers for users, queues or groups
- retain recorded calls for a minimum of 120 days
• Directed call pickup (permits an extension user to intercept any type of call ringing another extension)
• Direct inward dialing (DID) & direct outward dialing (DOD)
• E-911 registration
• 911 location identification (911 operator will know what address the call is coming from.)
• Directory listing (411/white pages)
• Electronic fax capability / inbound & outbound fax messaging
- Electronic fax to email
• Find me/follow me (forwarding to cell phone or other number) / one number reach capability
• Music/message on hold capability (vendor-provided source recordings)
• Mobile application integration for iOS and android
• Hunt groups
• Soft phone pc integration compatible with windows 10, windows 11 and the current edge and google browsers.
• Priority alert - make your phone ring differently based on specific call.
• User portal & admin web portal
• Voicemail to email
• Voicemail transcription - voice messages are transcribed to text and email to the user along with a wav file
• Return call from voicemail - being able to quickly and easily call a client back from their recorded voicemail on the handset (without dialing the phone number)
• Simultaneous ring
• Selective call acceptance
• Selective call rejection
• Speed dialing 4 digits or less requested
• Solution must include administrative portal for MACD (moves, adds, changes, and disconnects) functionality.
• Solution must also include an end-user portal for approved end-user changes.
• TLS call encryption
• Required integration to trapeze IVR solution for making automated calls to paratransit clients
• Ability to send SMS messages through the phone system
• 99.9% availability and uptime
• Operate in a facility that is located within the states
• Provide online support 24 x 7 x 365
1. Call conferencing
2. The system must provide the ability to include a minimum of three inside or outside callers in a conference call, vendors must describe the maximum number of conference call participants and simultaneous conference calls in its proposal.
3. The vendor shall include in the pricing the cost of two conference room quality phones and include the option for additional conference room quality phones.
- Minimal call queue requirements (basic)
1. Call queue extension calling
2. Round-robin (longest idle)
3. Ring all (all available agents)
4. Linear hunt (available agents in predefined order)
5. Linear cascade (groups of agents in predefined order)
6. Call park (places caller on hold until agent can answer)
7. Message and/or music on hold selectable by administrator
8. Record calls
9. Dedicated, unlimited and secure FIPS 140-2 cloud-based storage for recorded calls
10. Call downloading capability for managers
11. Statistical reporting to include, but not limited to:
a. Max hold time
b. Average hold time
c. Call abandonment times
d. Hang-ups on customer side versus call center side
e. Time reporting down to at least 15-minute increments
- Minimal call queue requirements (pre-queue options)
1. Unlimited max expected wait (seconds) before queue is unavailable
2. Unlimited max callers in queue before queue is unavailable
3. Music on hold
4. Callback option – allows caller to opt for a callback instead of waiting if time conditions are met
5. Forward if unavailable – forwards to designated extension
- Minimal call queue requirements (in queue options)
1. Queue ring timeout (sec) – how long the queue will attempt to ring agents before following an exit option
2. Adjustable wrap-up time (minutes) – how long an agent has to wrap up previous call before taking another
3. Agent ring timeout (sec) – how long the queue will attempt to ring agents before moving on to the next available
4. Forward if unanswered – forwards callers to an extension if the agents fail to answer before the queue ring timeout
5. Call center system requirements (includes all previously mentioned minimum system/service requirements, plus the following)
• (Minimal) 6 customer service representatives (CSRS) + 2 managers
• CSR queue login
• Ability to setup and manage multiple call queues
• Ability to assign separate queues based on skill level of the support representative
• Silent monitoring through secondary extension
• Call performance statistics monitoring by date/time, group/queue, and CSR in both real time and periodic report
• Call wallboard functionality to display real time status of CSR availability as well as queue and performance statistics
• Screen pop capability - the "population" of caller information on a CSR’S computer screen during the call
• Call center computer display, to display all calls coming in, waiting in queue, and number of calls answered by all agents.
• Shared corporate directory (listing shared contacts, sortable by first name, last name, extension, group, and location) this directory must be viewable only by designated staff
• Ad hoc reporting capability
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: February 26, 2025