Telecommunications System

The Vendor is required to provide for a hosted, cloud-based voice over internet protocol (VoIP) / unified communications as a service (UCAAS) telecommunications solution capable of meeting the city's voice, data communications, unified messaging, emergency notification, paging, reporting, and system administration requirements.
- Telecom system specifications - general requirements
1. Hosted telephony solution:
• The city requests a hosted telephony solution.
2. Unified messaging:
• System should provide the ability for the city to integrate voicemail and related messaging services.
• The solution shall address the convergence of voicemail, email, fax, and other messaging systems.
3. SMS/MMS texting:
• The hosted telephony solution should include SMS/Mms texting capabilities, including, as available, inbound and outbound SMS and MMS, two-way messaging, group or bulk messaging, and integration with voice and unified communications services.
• The solution should provide appropriate scalability, security measures, administrative tools, end-user management tools, and clear pricing structures for these capabilities.
4. Microsoft office 365 and Microsoft team’s integration:
• Hosted telephony solution should provide robust integration with Microsoft office 365 to enable seamless access to organizational contacts within the telephony interface.
• The solution must support synchronization of user directories, including active directory and outlook contacts, so employees can search, view, and interact with up-to-date contact information.
• The solution should include intuitive click-to-call functionality directly from o365 applications and integrated interfaces, such as outlook, teams, and web browsers, allowing users to initiate calls with a single action.
• Telephony solution should align with the city’s strategic preference to leverage Microsoft teams as the primary platform for collaboration, including meetings, chat, and presence.
5. Telephone system paging:
• System shall provide the ability for users with appropriate rights to perform paging through the speakers on the telephones.
• The system shall allow a user to dial a code and page through all phone speakers or a zoned subset of speakers on the phones installed in a specific location.
6. AI tools:
• Solution should identify standard AI capabilities included in the hosted telephony solution, which may include conversational AI/virtual agents, speech-to-text and text-to-speech functionality, call transcription and summarization, sentiment analysis, intelligent call routing or automation, integration with CRM or business applications, customization and training options, real-time and post-call analytics, and built-in reporting tools.
• The solution must address data security, privacy, compliance considerations, pricing models, scalability, and ongoing support related to AI usage.
- Telephone device requirements
• Telephone sets shall be gigabit devices that provide a switched Ethernet port to an attached computer at gigabit Ethernet speeds.
• Elevator lines: these lines will be used to connect to existing elevators and must be compliant with state code of regulations title 8 (elevator safety orders) and the state building code (title 24).
• Paging access: analog connection to existing peripheral paging systems.
• Analog device: single-line analog station ports for existing analog applications such as physical fax machines.
• Basic telephone set: a minimum 8-line telephone with color multi-line display; fixed or flexible feature keys for conference, transfer, forward, and hold capabilities; headset jack; and speakerphone.
• WIFI-enabled cordless phone: WIFI-enabled cordless phone to be used in the library for mobility throughout the building using the city's wireless LAN data network.
• Attendant answering position: ability to answer multiple calls and easily transfer calls to users and departments.
• License only: the city owns sip-enabled wireless conference phones used in conference rooms. These devices will be reused on the new system.
- Required telephony features
• Outbound caller id: ability to assign outgoing caller id individually by station.
• Departments may decide to send out their own main list number, while the city office users may choose to send out their own did number on outgoing calls.
• Outbound calling name id: ability to assign names, such as department identifiers, to outbound calling displays.
• Incoming caller id: assuming carrier support for name and number on inbound caller id, the system shall provide this information on user displays.
• Inbound caller id shall follow the call and display on transferred-to telephones even if the call is transferred multiple times.
• Call is transferred, the carrier should not see the transferred-to number.
• The system must accommodate a programmable call-forward timer so that any call transferred to, or simultaneously ringing a user’s cell phone will forward to system voicemail rather than the cell phone voicemail, regardless of the provider.
• Call routing: ability to route calls differently based on time of day, day of week, holidays, or other scheduling.
• Departmental answering: ability to designate users or groups to function as departmental answering positions responsible for receiving, managing, and routing inbound calls.
• Ability to route calls to multiple phones concurrently or to hunt groups.
• Standard conferencing should be available to all users to add or drop participants.
• Identify the total number of participants supported on a standard conference call.
• User directory: ability to access and dial from a citywide name/extension database from IP station sets.
• Call history: ability for users to view call history on telephone set display.
• Music on hold: ability to apply music-on-hold on a station-selective or location-selective basis.