Enterprise Telephony and Unified Communications Solution

The vendor required to provide enterprise telephony and unified communications solution
to gather information on modern, reliable, and scalable enterprise-grade telephony solutions.
- To understand the capabilities, features, and budgetary pricing of solutions available in the marketplace.
- We are particularly interested in cloud-based and hosted VoIP solutions and "cell phone-first" strategies that can provide full-featured mobility for our workforce while maintaining robust in-office desk phone capabilities.
- Key functional requirements
1. Mobility strategy
•    Make and receive calls using their city-issued extension and number.
•    Place calls on hold, transfer calls (warm and cold), and park calls.
•    Initiate and participate in three-way or multi-line conference calls.
•    Access a central company directory.
•    Manage voicemail and call settings.
2. Desk phone and in-office functionality
•    Desk phones: describe your range of supported IP-based desk phones (e.g., basic, executive, receptionist console). 
•    Hardware model: solution require specific proprietary phones, or can it utilize standard sip-compliant hardware (e.g., poly, Yealink)
•    User experience: describe the standard features available to a desk phone user (e.g., caller id, call waiting, directory, speakerphone).
3. Call routing and management
•    Auto-attendants: the system must support approximately 18 multi-level auto-attendants (i.e., menus that lead to sub-menus).
•    Call queues and hunt groups: the system must support approximately 41 call queues or hunt groups (e.g., "round-robin," "ring all").
•    IVR (optional): please describe any interactive voice response (IVR) capabilities, such as data collection (e.g., "please enter your 5-digit case number"), that are available as an add-on.
4. Voicemail
•    Voicemail-to-email: the system must be capable of delivering voicemail messages as audio files to a user's email inbox (microsoft 365).
•    Additional features: please describe other available voicemail features, such as voicemail transcription (voice-to-text).
5. Reporting and analytics
•    Call volume (inbound and outbound)
•    Call queue statistics (e.g., wait times, abandoned calls, agent performance)
•    Call detail records (CDRS) for all users
6. Excluded features
•    Call recording
•    Integrated video conferencing (e.g., zoom and teams-like functionality)
•    Integrated team chat and messaging.

- Questions/Inquires Deadline: November 27, 2025