Phone System

The Vendor is required to provide to replace our Mitel PBX phone controller with a cloud-based, Teams-integrated phone system.
- We are replacing our on-premises Mitel PBX controller, t1 telephone lines, and desk phones with a cloud-based, teams-integrated system.
- Select a cloud-based, teams-integrated phone system
- Configure the new system consistent with the existing Mitel system
- Provide training to city staff
- Port the existing phone numbers to the new system and assign them to users
- Test the configuration of the new system
- Basic Project Deliverables:
• Cloud-Based VoIP Phone System (manageable, secure, reliable, and scalable)
• Perform all work required to replicate the current Mitel PBX configuration (Phone tree, hunt groups, user assignments, phone number porting, etc.)
• IP Phones (basic, standard, conference, and headsets)
• Network Equipment (if specifically required by vendor)
• IP Phone Services (mandatory/desired functionality)
• Software (if any)
• Training (City's core project team)
• Resiliency Options (for critical communications, including continuity-of-governance, during local and/or regional emergency operations activation)
- Required Features:
• Microsoft Teams integration
• Announcements on Hold
• IVR Auto Attendant
• Call History
• Call Park/Retrieve
• Visual Voicemail
• Mobile App
• Administrator Web Portal
• User Web Portal
• Shared
- provide a core project team consisting of a project manager, network administrator and IT helpdesk staff as needed to support the vendor's implementation team during the planning, deployment, and testing of the new system.
- All connections over public networks will be encrypted using HTTPS (Hyper Text Transfer Protocol Secure) and/or VPN (Virtual Private Network) tunnels where appropriate. Phones will automatically join our voice VLAN (Virtual Local Area Network) when connected to the city network.
- Mandatory functionality requirements:
• International and Long-Distance Phone calls
1. Utilize the admin management portal to block or allow long distance phone call functionality
• Basic Phone System Functionality
1. Call, Redial, Mute, Hold, Transfer, Forwarding, Call History, Caller ID, Conference Calls, Programmable Keys
• Remote Management
1. Setup and management of an extension and phone functionality from a remote location.
• Remote Survivability
1.911 line available to each location
• Programmable Call Flow
1. Management of phones included in ring groups. Calls in ring groups will need to be routed to simultaneous and sequential ringing queues.
• Call Volume Reporting and Statistics
1. Management available reports for call volume per group line, number of calls answered per employee and time spent on calls. Be able to filter these reports by group line or department.
• Voicemail
1. Voicemail, Voice message forwarding, Remote Access to messages
• 4 Digit Extension Calling
1. We want the ability to use 4-digit extension numbers for internal City calls.
• Call Forwarding
1. Call forwarding for individual numbers and group lines—configurable Day/Night and Holiday mode to forward to after-hours answering services.
• Failover Forwarding
1. Failover Forwarding will ring additional phones after a call is unanswered for a specified time or number of rings.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: April 30, 2025