Phone System Replacement

The Vendor is required to provide for the supply, implementation, and ongoing support of a modern telecommunications system to replace the existing phone system.
- The phone system is a core operational tool used across multiple departments and facilities, supporting both internal communication and public access.
- Solutions may include physical desk phones, software-based applications, mobile devices, or a combination of these.
- System requirements
• Voice calling functionality using voice over IP or equivalent technology
• Support for multiple endpoint types, including desk phones, desktop applications, and mobile devices
• Direct dialing and internal extension functionality to allow public callers and staff to efficiently reach individual users, departments, and municipal facilities across the organization, including potential integration with mobile devices and mobile phone access.
• Standard call handling features such as call display, call waiting, hold, transfer, and conferencing • voicemail functionality, including voicemail-to-email or text capability
• Automated attendant functionality with customizable menus and call routing
• Configurable business hours for users
• Provide the details of what after-hours, and holiday call routing can offer
• Support for both individual users and shared environments such as reception and common areas
• Emergency calling functionality that aligns with country 911 requirements, including location identification where applicable.
- Implementation, reliability, and support
• System uptime expectations and service level commitments
• Redundancy and failover capabilities how service continuity is addressed during internet or power disruptions
• Implementation approach, including timelines and key phases
• Number porting from the existing system
• Testing, validation, and cutover approach
• Training provided for end users and system administrators
• Helpdesk availability and support channels
• Response and resolution time expectations
• Escalation procedures for critical issues
• Ongoing maintenance, updates, and system improvements.