The vendor is required to provide for the implementation of a cloud‐ based voice over internet protocol (VoIP) solution to modernize our existing, aging telephony infrastructure.
- The cloud VoIP telephone system is intended to replace the city’s current system and provide a more modern solution.
- We aim to harness the latest in telecommunication technologies to bolster communication capabilities, enhance operational efficiency, and support our commitment to providing superior services to both the community and our workforce.
- This project seeks a versatile system that delivers flexibility, scalability, and a comprehensive feature set, ensuring our telecommunications infrastructure remains robust, reliable, and capable of addressing both immediate and future requirements.
- The system must also integrate with the emergency communications center’s telephone software solace used for emergency call handling and management.
- This RFP is for products and services, including project management and implementation of a new ucaas VoIP system, migration from the existing phone system, deployment of new devices, training, and four years of maintenance and customer support
- Consultant services required
• All setup and installation of phones and desktop software must be included along with any reconfiguration of existing hardware and or call-flow for new system.
• Integration and configuration must be managed by the vendor and any associated cost must be included in the proposal.
• Configuration of all users onto the new system.
• This must be coordinated with the ins department to minimize downtime of the phone system for each office location.
• Virtual and on-site training sessions for city staff on how to use the new phone system and key features.
• Post-installation technical support services.
- Requirements
• Phone system must support 500 users, and 50 simultaneous calls.
• It must include 25 fax numbers and support for 22 locations.
• Fully cloud hosted VoIP service.
• Administration portal with intuitive and easy to use interface for administrators.
• Capability to give some administrative features to some users.
• Port existing numbers from current system to new system.
• Call accounting systems (CAS).
• Automated attendant for department main lines.
• Capability to set business hours and after-hours automated attendant messages.
• Capability to store multiple voice mail greeting for direct lines.
• Capability to set an auto-timed “out of the office” greeting.
• Ability to develop complex phone trees that can be turned off or on as needed.
• Line hold music.
• Missed call notification.
• Call forwarding.
• Having a dashboard (HUD) to log into on the computer:
o Capability to see if someone is already on the phone.
o Capability to see if someone is not available for calls.
o Capability to use computer mouse to place calls on hold, transfer, or drag and drop to voicemail or cell phone.
o Capability to pull up global directory on the dashboard (names, direct lines, cell phones, and email addresses).
o Capability to customize the dashboard for your needs—only seeing the personnel you transfer to the most but still able to query all staff.
• Dial-by-name directory for those that want to bypass the operator and go straight to an individual.
• Capability to create hunt groups for departments with main phone numbers.
o Assign direct numbers under hunt groups.
o All assigned phone numbers in hunt group to display hunt group main number when dialing out.
• Voicemail
o Voicemail to email transcriptions with notifications
o Voicemail forwarding
o Voicemail to text
• Capability to dial into the system from anywhere and check voicemails.
• Capability to forward your number to an outside cell phone number; with offset ringing (rings desk phone first before forwarded phone number).
• capability to send alerts to email addresses that voicemail is full.
• Caller id
• Capability to see caller id of person calling when the call is transferred without announcing.
• Capability to conference call.
• Capability to see call history.
• Capability to put the phone on “do not disturb” or go straight to voicemail.
• Capability to set the number of rings before going to voicemail, either through the desk phone or through the admin menu.
• Emergency 911 services with ability to assign e911 address via admin portal and/or phone settings.
• Capability to record calls.
• Computer and telephony integration.
• Office 365 integration.
• Multi-factor authentication.
• Microsoft teams app integration.
• Mobile app for apple and android to allow off-site access for calling and voicemail using office lines, and all other caller functionality.
• Capability to fax and fax to email.
• Failover and backup solution.
• Text to voice phone tree menus.
• Multi-language menu capabilities.
• Ai functionality such as:
o Virtual assistants
o Call routing
o Network settings
o Transcription
o Translation.
- Contract Period/Term: 1 year