Unified Communications as a Service Needs Assessment Services

The Vendor is required to provide to conduct a comprehensive needs assessment for unified communications as a service (UCaaS) and to develop detailed requirements for the implementation of an UCaaS solution.
- Current System Overview
• Physical Datacenters with Dell R340 and R640 Servers
○ Primary Core at Sports and Learning Complex (SPLEX)
○ Secondary at Park Police Headquarters (PPHQ)
• Systems Manager R10 (2)
• Session Manager R10 (2)
• Communication Manager R10 (2)
• High Availability Avaya Messaging System
○ Voice Servers (2)
○ Consolidated Server (2)
○ Mailboxes (2,000)
○ Bi-direction sync to O365 voicemail to email
• High Availability SBC Solutions R10 (2)
• Call Management System (CMS) R10 (1)
• Avaya Media Servers (6)
• Avaya Aura Device Services (2)
• IP Handsets
○ Avaya 9611
○ Avaya 9641
○ Button Modules
• Avaya Workplace Client
• Gateways – Avaya G450, G650 and G860 Media Gateway
• Network Switches – Cisco Meraki
• Network Routers – Cisco ISR
- The Customer Service Help Desk Call Center operates a queue system for calls.
- The hours are Monday to Friday, 8 AM to 6 PM, and Saturday, 8 AM to 4 PM. After hours (weekdays 6 PM to 9 PM, Saturday 4 PM to 9 PM, and Sunday 9 AM to 9 PM), calls are handled via IVR/Vectors transfer and voicemails in .wav format sent to their ticketing system.
- The system prioritizes calls based on intake priority levels, including tertiary support.
- Identify the communication needs of our organization and to outline the specifications for an UCaaS solution that will enhance our communication capabilities and reduce or eliminate the on premise infrastructure.
- Needs Assessment:
• A background review of existing systems through interviews and testing of current conditions including existing network infrastructure, telecommunication circuits, and existing cabling types at each location.
• Conduct interviews and surveys with key stakeholders to understand current communication challenges and determine phone system functionality requirements for the various facility types including Call Centers, Campus Environments and Community Centers.
• Identify key features and functionalities needed for the new system (e.g., call routing, voicemail, integrations).
• Analyze existing communication tools and systems and provide an analysis with description of potential options and impacts to department.
- Requirements Development:
• Develop a detailed list of functional and technical requirements for an UCaaS solution.
• Develop a prioritization matrix for features based on stakeholder input.
• Provide recommendations for potential UCaaS vendors and solutions.
• Outline a high-level implementation plan that includes the following phases with proposed timeline:
○ Planning and Preparation (1-2 months): Define project scope, establish project team, and develop detailed project plan.
○ System Design and Configuration (2-3 months): Customize UCaaS solution based on requirements, configure system settings, and conduct initial testing.
○ Implementation and Migration (3-4 months): Migrate existing systems to new UCaaS solution, conduct cutover process, and ensure data integrity.
○ Training and Support (1-2 months): Provide end-user training for handset users, helpdesk staff, and system administrators; establish support protocols.
○ Post-Implementation Review (1 month): Evaluate system performance, gather feedback from stakeholders, and make necessary adjustments.
- Contract Period/Term: 1 year
- Pre-Proposal Meeting (Non-Mandatory) Date: April 17, 2025
- Questions/Inquires Deadline: April 23, 2025