Telephony Systems

The vendor required to provide telephony systems remote monitoring, support, management, maintenance, system optimization, guaranteed spare and replacement parts (including legacy components), and recommendations for modernization for its two (2) existing Avaya communication manager (CM) environments as well as support for migrating users of these systems to microsoft teams telephone service wherever possible.
- Current environment1
1. CM release 3.1 (installed 2005):
•    Approximately 8,823 unified communications (UC) users
•    Approximately 90 contact center (CC) users
•    Core hardware includes s8500 media servers and a combination of legacy port networks, gateways (g350, g650, g700), and newer gateways (g430 and g450).
2. CM release 6.3 (installed 2016):
•    Approximately 5,812 UC users
•    Approximately 85 CC users
•    Core hardware includes dl360g servers with similar gateway configurations
- Applications and system components
•    Avaya secure access link (SAL): a suite of technologies and services for secure remote access and management of Avaya systems and devices. 
•    Systems manager (SMGR): centralized user and system management. 
•    Session manager (SM) and session border controller (SBC): sip routing and protocol translation. 
•    Avaya element management system (EMS): server that acts as a central management point for configuring, monitoring, and administering one or more Avaya SBCs.
•    Avaya communication manager (CM): feature server providing communication manager features to the system endpoints registered with session manager to manage voice, video, and messaging communications. 
•    Avaya enterprise survivable server (ESS): acts as a back up to the main communications manager ensuring business continuity during failures. 
•    Application enablement services (AES): provides telephony application programming interfaces (APIS) and interfaces, including computer supported telecommunications applications (CSTA), java-based telephony application programming interface (JTAPI), and telephony services application programming interface (TSAPI). 
•    Modular messaging: integrated voicemail services. 
•    Call management system (CMS): advanced call center reporting and analytics.
- Maintenance and support of existing infrastructure
1. System support and maintenance
•    Full lifecycle support of both existing CM environments, including survivable processors and peripheral components.
•    Troubleshooting and resolution of hardware and software issues.
•    24/7/365 remote monitoring of system performance and availability.
•    Guaranteed supply (including legacy components), delivery and installation of replacement parts and hardware repairs as needed.
•    Telephone or online support 24 hours per day and seven days per week.
•    Regular system updates, bug fixes and patches.
2. Application support
•    Maintenance and troubleshooting all telephony applications and systems listed above.
•    Configuration changes and user provisioning support.
•    System and data backups and restorations.
3. Integration with existing it infrastructure
•    Plan of integration methodology- include integration approach
4. Access and control
•    Provide an implementation plan for seamlessly gaining and maintaining sufficient access and control of all of the county’s telephony systems, including user data and configurations, listed above, without impacting county operations.
5. Disaster recovery and failover assurance
•    Regular testing and validation of survivability of failover configurations.
•    documentation and planning for high availability across all systems.
6. System optimization and modernization assessment
•    Recommendations to optimize existing system performance, resiliency, and manageability.
•    Assessment of current system lifecycle status and supportability.
•    Guidance on future modernization opportunities (e.g., migration to newer Avaya releases or cloud-based UC platforms such as microsoft teams telephone)
7. Reporting and documentation
•    Monthly status reports outlining support activities, incidents, resolution times, and performance metrics.
•    Maintenance of system configuration and change logs.
•    Documentation of standard operating procedures (sops), disaster recovery plans, and escalation processes.
8. Transition support (as applicable)
•    The county pursues a system upgrade or migration, the contractor may be asked by the county to assist in planning, design, implementation, and knowledge transfer.
9. Service level agreements and service response times and guarantees as well as guaranteed spare parts availability and related spare parts SLAs, including legacy components, should also be provided
10. Contracted time to restore SLAs
11. Provide multi-level services support technical experts and related SLAs
•    Self-service minor issue
•    Basic support: simple issues with simple solutions
•    Technical support for complex issues
•    Expert support for in-depth issues
- Assistance in migration planning and execution
•    Conducting a thorough assessment of the current Avaya PBX environment and identifying migration requirements. 
•    Developing a detailed migration plan, including timelines, resource allocation, and risk mitigation strategies. 
•    Providing technical expertise and support throughout the migration process to ensure a seamless transition. 
•    Configuring and testing SBCs and session manager to allow for the migration of telephone numbers to be ported over to a new session initiation protocol (sip) trunk. 
•    Provide high availability failover capability as well as connectivity to secure Logix t-dos appliance. 
•    Test end-to-end functionality and capability with 3rd party vendors ensuring the sip trunk is ready for numbers to be ported over to it. 
•    Moving the Avaya enterprise survivable server (ESS) to the county’s Equinix data center and ensuring that it continues to function as intended as a backup to the main communication manager ensuring business continuity during failures. 
•    Coordinating with the county’s it and telecommunications teams to minimize disruption to ongoing operations. 
•    Ensuring that all migrated systems are fully functional and integrated with the existing it infrastructure.

- Contract Period/Term: 1 year
- Optional Pre-Submission Conference Date: December 2, 2025