VOIP Services

The Vendor is required to provide a complete IP VOIP telephone system to service the needs of a minimum of 75 extensions, 11 of which being remote sites.
- The complete system will be composed of three main components:
• Main IP Telephone System‐ the main switch including all peripheral equipment, reception console, and administrative phones, Voice and video conference bridge.
• Voice mail‐ voicemail capability for all extensions.
• Call Accounting System.
- Main System Component:
• Automatic Route Selection‐ least cost/time of day routing.
• Automated Attendant‐ a voice menu of options, then routes call according to the keys the caller presses; menu must be able to accommodate multiple languages
• Automated Attendant Options - – allows callers to be transferred to an extension based on their selection from a menu, without help from a person.
• Hold music
• PC interface
• DID (Direct Inward Dialing Lines)
• Capability for each station to receive caller ID
• Forced or optional account codes for administrative lines
• Central Control‐ with remote transfer capability at two administrative extensions
• SMDR – Station Message Detail Recording for interface to call accounting system.
• Extension Restrictions Programming from main console – Ability to restrict usage of any extension to: (1) In‐house, (2) In‐house and local calls; or (3) Full access to local or long distance.
• Real‐time call monitoring capability
• VOIP support
• 100% transparency feature across multiple sites
• Ability for incoming calls after normal working hour emergency property maintenance calls to be forwarded to an external cell phone.
- Telephone Component:
• LCD display
• Intercom Paging
• Conference calling (ability to support up to 100 parties)
• Speaker/hands free capability
• Hold
• Transfer
• Programmable feature keys
• Multiple Call Forwarding Scenarios allowed – to other phone locations (cell phone, home phone etc. w/ appearance to caller that employee is within the HACSB system. End user control for “find me”, follow me” feature
• Dynamic on‐line directories for internal users
• Call history available for their own extension
• Call control through a PC user interface – make call, take call, transfer, conferencing, pickup & park
• Ability to incorporate video
- Voice Mail Component:
• Voice mail – hardware and software for all extensions (capability – for up to 100 mailboxes)
• Interfaced directly with main telephone system
• Variable personalized Greetings – Standard, Alternate, Busy
• Availability and storage of multiple voicemail greetings
• Message waiting notification (dial tone stutter for phones w/out message lamp)
• Message count
• Allow end user to configure voice mail notifications to internal numbers, external numbers, pagers and email
• Message archiving
• Variable length passwords/security codes
• Remote access voice mail access from an external phone.
• Unified messaging with computer email system for voice mail management through the local MS Outlook program.
- Interactive Voice Response:
• Inclusion of AI infrastructure to manage and respond to calls automatically.
• Utilization of speech recognition, natural language and text-to-speech technology to understand and respond to callers.
• Backend integration and decision mailing to find relevant information the caller requests.