Voice over IP Phone System

The Vendor is required to provide voice over IP (VoIP) phone system
- Requirement:
1. System design and requirements gathering
• Conduct on-site surveys at all thirteen (13) town locations to assess physical infrastructure, network readiness, and hardware requirements.
• Evaluate all existing analog phone lines, fax lines, and alarm lines [totaling approximately thirty-five (35)] and provide recommendations for conversion, replacement, or retention as-is.
• Assess all PoE switching infrastructure and identify any switches requiring replacement to support the proposed VoIP solution.
• Solution may be on-premises or cloud-based; the result shall be a seamless, high-quality system with scalability for future expansion.
• Multilingual capabilities, including at minimum English and Spanish.
• Support call routing based on customer/caller input.
• Integrate seamlessly with the town's Microsoft 365 environment, including exchange online (voicemail-to-email) and Microsoft teams.
• Softphone and mobile client capabilities to support hybrid and remote users.
• The system shall be designed with high availability and redundancy in mind.
2. System development and integration
• Configure full integration with Microsoft teams and the town's Microsoft 365 environment, including exchange online voicemail-to-email and mobile/softphone application support.
• Configure all auto-attendants and call routing menus.
• Formally coordinate with public safety to ensure that all cutover and integration activities do not impact the department call recording system, dispatch operations, or any 911 infrastructure.
3. System testing and user acceptance testing (UAT)
• Develop and execute a full test plan covering all system features including: inbound and outbound calls, voicemail and voicemail-to-email, Microsoft team’s integration, auto-attendant and call routing functionality, softphone and mobile client operation, multilingual support, and high availability/failover.
• Conducted with participation from town it staff and select departmental staff representatives
• Any defects or issues identified during testing shall be resolved by the contractor and re-tested prior to sign-off.
• No deployment to production shall proceed without formal written UAT sign-off.
4. Deployment and training
• Execute a phased rollout across all thirteen (13) locations, with initial monitoring and issue resolution at each phase before proceeding to subsequent locations.
• System interoperability plan to ensure uninterrupted communication between users on the existing Mitel system and users already transitioned to the new VoIP platform during the phased rollout period.
• This plan shall address call transfer capability between the two systems and any known limitations.