The vendor is required to provide to have one voice over internet protocol (voip) and internet services vendor with a singular point of contact with a proven track record of successful implementations exceptional service all while provided under a single contract and billing platform.
- Provide for continuation of high-speed (gigabit ethernet) ip wide area network (wan) and fiber lines to support internet access for all facilities that are within gpmtd’s network as well as a cloud-based voip phone system.
- Must supply a problem escalation chart with an escalation path including mobile telephone numbers eventually leading to the company's executive team.
- Required to make a record (often known as a "trouble ticket") for each such occurrence or outage, containing at a minimum the time of commencement, time of response, and time of repair.
- Response time for occurrences or outages, must be one hour or less, be listed and contain the original problem and the solution thereof.
- Provide compensation penalty options for each occurrence.
- Communication outage and or phone system outage which shall be deemed any occurrence of any type shall have a maximum of 4 hours or less before any penalty will be charged.
- Provide compensation penalty options for each 4 hours of downtime
- Monthly recurring and nonrecurring cost in total
- Monthly recurring and nonrecurring cost breakout by location
- Make/model of all equipment to be installed by location
- Bandwidth speeds by location
- Proposed term of initial service agreement including option years
- Definition of major outage and escalation procedures as part of the SLA
- Startup recurring and nonrecurring cost in total
- Pricing information on any/all other taxes and surcharges
- All agreements (template is fine) that would be executed upon successful award
- Diagram of proposed network topology
- Must be able to meet or exceed all PCI (payment credit industry) security standards
- Monthly breakout of outages and service interruptions attached to invoice with performance penalties incorporated that will also reflect credits for said outages on current month’s invoice
- Provide adequate coverage to meet agency insurance requirements
- Functionality requirements for the VoIP solution
• Handsets and conference phones
• Excellent industry-standard low levels of jitter and packet loss
• “High quality” level of voice quality
• Internal dialing
• Unified messaging (voice message to email) with ability to transcribe to email
• Cloud based PBX solution (non-on prem or hybrid)
• Obscure outgoing phone numbers with trunk line which a caller will reach our call queue upon callback
• Hands free, wireless headsets with options for additional
• Porting of all current phone needed numbers
• Distinctive ringing (administrative offices)
• Audio conferencing
• Automated attendant
• Live call monitoring
• Call group creation
• Hunt group creation
• Capacity of required simultaneous live calls
• Call forwarding for both extensions and main numbers
• Call forwarding (internal and off premise)
• Call pickup
• Softphone
• Caller id
• Speakerphone
• call transfer (hot and cold)
• do not disturb
• Conferencing
• Outbound message notification (voicemail)
• Announcements on hold (customizable for MCS to announce events, etc. to callers while they are on hold
• Call blocking for private numbers
• Call recording and review
• Voice mail with up to 1,000 mailboxes & 100 hours of storage time
• Programmable call routing (to pages, cell phones, etc.)
• Call accounting/information management integrated with software for network/workstation monitoring & reports (incoming calls — lost calls — duration of calls — service level, all with ability but not limited to be broken down by user, date, day of week, user group
• E911 compliant
• D.I.D. (direct inward dial) D.O.D. for e911 issues
• Interactive voice response
• LCD displays on all phones with speed dial buttons
• Sequential hunting
• Automatic callback of extensions as well as outside calls
• Call queuing
• Camp on call waiting
• All features and functionalities of a digital phone system
• Automated attendant
• Interfacing with digital network
- Services required for installation of the telephone system
• On-site training sessions broken out amongst varying times during day/week
• Setup, configuration & programming of system
• Tone — tag — testing of existing lines
• Reliable maintenance and service — referrals requested for verification
• Help line for calling after training is complete
• Supply all equipment, installation and maintenance of new system according to specifications.
- Provide within proposal, conversion plan of all agency analog lines that are currently in use to the desired VOIP solution wherever possible and mutually agreed to by both parties.
- Contract Period/Term: 3 years
- A Non-Mandatory Pre-Proposal Meeting Date: May 8, 2025
- Questions/Inquires Deadline: May 15, 2025