VoIP Telephony System

The Vendor is required to provide comprehensive, fully managed and deployed Teams Phone system that can be deployed via Operator Connect or Direct Routing as a Service.
- This system will replace the City’s existing telephony infrastructure and unify voice, messaging, paging, and e-fax services into a secure, scalable, and compliant Microsoft Teams-based platform.
- Teams Phone Requirements
•    Fully managed infrastructure (Operator Connect or Direct Routing as a Service)
•    24x7 Support
•    Integrate to existing Paging System(s) ranked paging
•    Automatic call recording for code enforcement, PD (police radios, Teams phone, and 911 calls all must be recorded with unlimited retention)
•    Police Admin needs calls to be recorded without an announcement
•    SMS capabilities (Public Works, Police Records, Admin/Legal, Code Enforcement, HR, Transit, Parks,
•    Finance, Economic Development)
•    300 Common Area Phones
•    E-fax
•    Expansion Modules for Receptionist Phones
•    Teams Premium for Queues App (IT, Courts, Dispatch, Police Admin, Permits, Utility Billing, HR, Parks, Finance)
•    Call reporting (Transit, HR, Utility Billing, Permits, PD, Courts, Fire, Dispatch, Public Works).
- RFP Needs (Excel Section “Install & Migration” Section)
•    350 Teams Phone users
•    350 desk phones (suggest either a Yealink MP56 E2 or Audio Codes C455HD)
•    20 expansion modules for desk phones
•    300 Common Area Phones (suggest either Yealink MP52 E2 or AudioCodes C430HD)
•    Current SIP trunk capacity is 146 concurrent calls
•    Number of DIDs to port for new SIP provider or Operator Connect (see addendum for counts)
•    Number of parked DIDs to port for new SIP provider or Operator Connect (see addendum for counts)
•    Number of remaining analog devices and how many ATAs are needed (see addendum for counts)
•    72 Auto Attendants
•    77 Call Queues
•    Number of users that need SMS (Public Works, Police Records, Admin/Legal, Code Enforcement, HR, Transit, Parks, Finance, Economic Development) (see addendum for counts)
•    Number of users that need enhanced call reporting (Transit, HR, Utility Billing, Permits, PD, Courts, Fire, Dispatch, Public Works) (see addendum for counts)
•    Number of users that need basic automatic call recording (unlimited retention) – Code Enforcement requested this (will require a Microsoft certified compliance recording software; Exacom should fulfil this requirement if going Direct Routing. If going Operator Connect the provider will need to include this connection to their SBC if they support it) (see addendum for counts)
•    Number of advanced automatic call recording of Teams phone, police radios and 911 calls with unlimited retention and ability to not have an announcement played that call is being recorded (ExCom should work with Teams Direct Routing, if going Operator Connect the provider will need to include this connection to their SBC if they support it) (see addendum for counts)
•    Custom Music on Hold
•    Call Park Locations
•    Fax machines and e-fax moved to new solution and has CJIS and HIPAA requirements
•    24x7 Support fully managed solution to include break/fix/moves/adds/changes
•    Managed Infrastructure (Operator Connect or Direct Routing as a Service with new SIP provider)
•    Teams Phone Standard for non G5 users
•    Teams Shared Device License for each Common Area Phone (300)
•    Number of users that need Teams Premium (IT, Courts, Dispatch, Police Admin, Permits, Utility Billing, HR, Parks, Finance; can license supervisors only or can license each call queue user for a better experience) 
•    paging systems (Fleet, Warehouse, Parks, Fire) to integrate into Teams (will need a SIP connection for each if using Operator Connect, or will need a license for each on an SBC if Direct Routing)
•    40 locations
•    Number of Viking E-1600-IP-EWP 911 SIP call boxes (see addendum for counts)
•    Outbound Caller ID policy
•    Onsite implementation
•    Remote or Onsite Training Sessions (vendor should specify)
•    6-8 migration events (need connectivity to Mitel during migration).
- End-to-End Encryption: All voice, SMS, e-fax, and Teams-based communications must be encrypted in transit and at rest. The vendor must ensure TLS/SRTP encryption for SIP traffic and Microsoft 365 compliance for Teams communications.
- Solution must adhere to robust security standards appropriate for a municipal government environment handling sensitive data, including personally identifiable information (PII), law enforcement communications, and HIPAA-regulated information.
- The system must maintain 99.99% uptime SLA or greater, with automatic rerouting of calls and service continuity in the event of infrastructure, carrier, or regional outages.
- Access Controls & Role-Based Permissions: The system must support Azure AD integration with granular role based access controls (RBAC) to restrict administrative and user-level functions. Administrative portals and reporting dashboards must log access activity and enforce multi-factor authentication (MFA).
- Call Control Features
•    Auto Attendants & Call Queues: Support for a minimum of 72 auto attendants and 77 call queues, with configurable business hours, holiday schedules, call routing logic, directory search, and customizable greetings.
•    Call Parking & Retrieval: Ability to create and manage multiple call park locations, allowing users to place calls on hold and retrieve them from any Teams device or compatible endpoint.
•    Call Transfers & Forwarding: Support for blind transfers, consultative transfers, and forwarding
•    (Unconditional, busy, no-answer) with user-controlled settings and policy-based enforcement.
•    Shared Line Appearance & Delegation: Configuration of shared lines, team-based answering, and executive/admin delegation, including simultaneous ringing and call pick-up scenarios.
•    Hunt Groups: Ability to configure hunt groups with options such as round-robin, longest idle, parallel ringing, and overflow handling for high-demand departments like Utility Billing, Permits, and Dispatch.
•    Custom Music on Hold: Ability to upload and assign department-specific or City-branded custom music or messages on hold, including support for different music by queue or call park location.
•    Call Recording Controls: Ability to start, stop, pause, and tag recordings (where compliant), and distinguish between basic (e.g., Code Enforcement) and advanced (e.g., 911, PD radio) scenarios with the ability to suppress recording announcements for select roles (e.g., Police Admin).
•    Caller ID Policies: Centralized management of outbound caller ID, allowing the assignment of direct numbers or departmental numbers (e.g., Utility Billing, Parks) based on user or group.
•    Do Not Disturb & Presence-Based Routing: Respect user presence status for routing rules and enable do-not disturb (DND) functionality with customizable exceptions (e.g., allow emergency bypass by supervisors).