University Police Telecommunications Solution

The Vendor is required to provide a comprehensive telecommunications solution, specifically an emergency call center and department phone system, along with related equipment, software and accessories.
- Current system is a patchwork of phone operating systems.
- Dispatch operates on a copper line, while the rest of the department's phones operate on VoIP lines.
- The copper lines are recorded on a server that requires a Windows 7 computer in order to pull up the recordings.
- Phone system must support approximately 30 users, and at least 10 simultaneous calls.
- VOIP System Requirements:
•    Regulatory Compliance (HIPPCA, PCI, CCPA ) 
•    Hosted SIP Trunking 
•    Automated Attendants
•    Two (2) Dispatch Attendant Consoles
•    Four (4) Digit Extension Dialing to all phones on system.
•    Four (4) Digit Virtual Extensions-(Mapping a 4 Digit extension to corresponding 10 Digit DID numbers on a complete separate phone system).
•    Department Directory (Listing all User Names & Extensions, sortable by first name, last name, extension, group).
•    Voice Mail with Message Waiting Indicator & automatic Voic Mail Email Functionality
•    Voice Mail Disabled for certain identified handsets (Administrative control-ability to deactivate voicemail feature for a select group of handsets). 
•    Inbound caller ID displayed on handsets and Caller ID transferred to mobile phones when using.
•    Outbound Caller ID (Ability to out-pulse both main number and/or Individual DID numbers).
•    Busy Lamp Field (line monitor)
•    Call Forwarding (user activated) Always/Call Forward Busy
•    Call Forward (user activated) No Answer
•    Call Forward (user activated) Not reachable
•    Call Forward (user activated) Selective Call
•    Remote Call Forward Activation/Deactivation and password reset from programming/maintenance console, designated managers’ PC or mobile application (IOS and Android)
•    Call Hold
•    Call Park
•    Call Pickup Groups
•    Call Transfers
•    Call Waiting
•    Calling Name & Number (Caller ID)
•    Custom Holiday Mode Greetings (Single program point, companywide effect) 
•    Conference Calling (Up to X Participants)
•    Dedicated “All Call” Extension - Programmed to page all extensions per office by dialing a dedicated extension
•    Distinctive Ringing
•    Do Not Disturb
•    Selective call recording capabilities enabled or disabled by managers for users, queues or groups
•    Directed Call Pickup (permits an extension user to intercept any type of call ringing another extension) 
•    Direct Inward Dialing (DID) & Direct Outward Dialing (DOD)
•    E-911 Registration
•    911 Location Identification (911 operator will know what address the call is coming from.)
•    Directory listing (411/white pages)  
•    Electronic Fax Capability / Inbound & Outbound Fax Messaging
•    Electronic Fax to Email 
•    Find Me/Follow Me (Forwarding to Cell Phone or Other Number) / One Number Reach Capability
•    Off-Premise Extension (OPX)
•    Music/Message on Hold Capability (Vendor-Provided Source Recordings)
•    Mobile application integration for IOS and Android
•    Hunt Groups
•    Soft Phone PC integration compatible with Windows 7, Windows 10 and the current Edge and Internet Explorer browsers.  
•    Priority Alert - make your phone ring differently based on specific call.
•    User Portal & Admin Web Portal
•    Voicemail to email
•    Return call from voicemail - being able to quickly and easily call a client back from their recorded voicemail on the handset (without dialing the phone number)   
•    Simultaneous Ring
•    Selective Call Acceptance
•    Selective Call Rejection
•    Speed Dialing 4 Digits or less requested
•    Solution must include both Administrative Portal for MACD (Moves, Adds, Changes, and Disconnects) functionality. 
•    Solution must also include an End-user portal for approved end-user changes.
•    TLS Call Encryption
•    Active Directory Integration
•    Required Integrations to other software (Salesforce, Oracle SalesCloud, NetSuite, ZenDesk, Microsoft Teams, etc).
- Minimal Call Queue Requirements (Basic)
•    Call queue extension calling
•    Round-robin (Longest Idle)
•    Ring all (All available agents)
•    Linear hunt- (Available agents in predefined order)
•    Linear cascade –(Groups of agents in predefined order)
•    Call Park- (Places caller on hold until agent can answer)
•    Message on hold
•    Music on hold
•    Record Calls
•    Dedicated, unlimited and secure FIPS 140-2 cloud based storage for recorded calls
•    Call downloading capability for managers
•    Statistical reporting
- Call Center System Requirements
•    (Minimal) 2 Agents + 1 supervisor 
•    Agent queue login
•    Silent monitoring through secondary extension
•    Report based activity reporting by date/time, group/queue, and dispatcher
•    Screen pop capability - the "population" of caller information on a dispatcher’s phone screen during the call.
•    Shared Corporate Directory (listing shared contacts, sortable by first name, last name, extension, group, location) this directory must be viewable only by designated staff.