Unified Phone System

Countywide Unified Phone System & Desktop Application seeks to:
• Deploy a single, countywide, cloud-based or hybrid Unified Communications (UC) platform with a consistent feature set for every user, regardless of location.
• Provide a modern desktop and mobile softphone application integrated with Microsoft 365, Outlook, and Microsoft Teams.
• Achieve full compliance with E911 requirements under Kari’s Law and the RAY BAUM’S Act, including dispatchable location for every endpoint.
• Meet the security and, where applicable, CJIS Security Policy requirements associated with County law enforcement and criminal justice operations (see Section 13).
• Improve system resiliency and disaster recovery through geographic redundancy and documented failover procedures.
• Reduce total cost of ownership by consolidating vendor contracts, hardware maintenance, and longdistance/toll costs.
• Provide robust reporting, call analytics, and call recording capabilities to support departmental accountability and citizen service quality.
• Ensure a smooth, low-disruption migration through phased implementation, adequate training, and a documented cutover and rollback plan.
• Establish clear, measurable Service Level Agreements (SLAs) for support, uptime, and issue resolution for the life of the agreement.
- Core Deliverables
• System design documentation, including network readiness assessment and site-by-site implementation plan.
• Cloud-based or hybrid VoIP telephone system, geographically redundant, sized for all County sites identified in Section 7 plus 10% growth capacity.
• Desktop softphone / unified communications application for Windows (and Mac, if applicable) with call control, presence, messaging, and Microsoft 365/Teams integration.
• Mobile application for iOS and Android supporting calling, messaging, and voicemail.
• Physical desk and wireless telephone hardware
• Auto attendant, hunt group, and call queue configuration for all departments.
• Call recording, voicemail-to-email with transcription, and reporting/analytics tools.
• E911 configuration meeting the requirements of Section 15.
• Number porting of all existing DIDs and main listed numbers with no loss of service.
• Complete installation, cutover, and onboarding at every County facility.
• End-user and administrator training per Section 19.
• Ongoing maintenance, remote support, and Hardware-as-a-Service coverage per Sections 20–21.
• As-built documentation, network diagrams, and administrative runbooks delivered at project
close-out.