Phone System Replacement

The Vendor is required to provide responses to the city which is being issued to execute a replacement of a physical phone system and associated elements, including related infrastructure that has run with very few issues over the last 5 years.
- The solution should be a modern, cloud-based phone system delivering robust PBX functionality, automatic disaster failover, advanced communication features, and seamless integration with existing platforms to support the City’s operational needs.
- The current Mitel phone system has reached end-of-life and no longer meets the City’s scalability, integration, and security requirements. The City seeks a solution that enhances reliability, supports remote work, supports physical phones, and integrates with collaboration tools such as Microsoft Teams and Zoom.
- Provide and deliver a comprehensive phone system solution that includes:
•    Call Management: Call forwarding, transferring, and holding capabilities.
•    Auto-Attendant: Automated system to route calls to the appropriate extensions or departments.
•    Voicemail: Voicemail features, including forwarding, voicemail-to-email, and visual voicemail.
•    Conference Calling: Support for multi-party conference calls.
•    Caller ID.
•    Emergency Call Location & Identification.
•    Call Recording: Ability to record calls for training and compliance purposes.
•    Interactive Voice Response (IVR): Menu system to guide callers to the right destinations.
•    Call Queues: Manage incoming call flows with wait times and music on hold.
•    Extension Dialing: Support for dialing internal extensions.
•    Call Analytics: Reporting and analytics for call data and performance tracking with a minimum retention of 2 years.
•    Cordless Phone options.
•    Code Blue/Vingtor-Stentofon SIP integration.
•    Bluetooth 5.0 or greater built into their hardware.
•    Integration with CRM: Seamless integration with customer relationship management (CRM) systems.
•    Mobile App Support – Android & iOS: Access to phone system via mobile devices.
•    Scalability: Easily add or remove users and features as needed.
•    Global Reach: Support for international calling and virtual numbers.
•    Security Features: Encryption, authentication, and fraud detection measures.
•    Unified Communications: Integration with chat, video conferencing, and Outlook.
•    Disaster Recovery: Redundancy and independent backup systems, to ensure continuity during a network or ISP outage.
•    API Access: Programmable APIs for custom integrations and extensions.
•    Shared line workgroup auto-attendant front desk call homing.
•    Multi-port phones.
•    SIP integration.
•    Integration with Microsoft Teams and Zoom.
•    POTS line compatibility.
•    Local Control: Ability to manage and control the system locally.
•    Customizable: Tailor features and settings to specific business needs.
•    Private Branch Exchange: Internal network for routing calls within the organization.
•    Intercom and Paging: Internal communication features