Cloud Communication, SIP Trunking and Telephony Support Services

The Vendor is required to provide cloud-based communication services, including sip trunking, voice enablement, and integration with collaboration platforms.
- Mandatory technical requirements (pass/fail):
1. Core sip and telephony
• Support for sip trunking compliant with industry standards
• Proven interoperability with Microsoft teams (direct routing and operator connect)
• Support for inbound and outbound calling (local, long-distance, international)
• Ability to support did ranges and number portability within country
2. Reliability and availability
• High availability architecture with geographic redundancy
• Minimum service uptime of 99.99% (or higher)
• Automatic failover and disaster recovery capabilities
3. Emergency services and compliance
• Full compliance with regulatory requirements
• Support for enhanced 911 (e911) services, including dynamic location support for teams users
4. Security
• Encryption of signaling and media
• Protection against fraud, toll bypass, and denial-of-service attacks
• Secure network interconnection options (e.g. private connectivity or secure public internet)
5. Scalability and performance
• Elastic scalability for voice channels
• Low latency and high call quality
• Capacity to support peak usage without degradation
6. Support and SLA
• Defined SLAs for availability, response, and resolution times
• 24/7 support availability for critical incidents
- Functional and operational requirements:
1. Advanced features
• Centralized voice management;
• Operator connect capability within Microsoft teams;
• Self-service administrative portal for real-time management;
• Advanced call routing (time-of-day, geo-routing, failover routing); and
• Support for SMS or messaging services (if available).
2. Analytics and reporting
• Real-time and historical call analytics;
• Customizable reporting dashboards; and
• Cost tracking and usage insights.
3. Integration and flexibility
• Integration with other contact center platforms;
• API access for automation and provisioning; and
• Hybrid support (Microsoft teams–based voice services integrated with legacy telephony components, including analog gateway environments, where applicable).
4. Resilience enhancements
• Multiple carrier interconnects for redundancy; and
• Diverse routing options (carrier diversity).
5. Customer experience
• Proactive monitoring and notification of issues;
• Dedicated account management and service reviews; and
• Strong onboarding and user training experience.
6. Sustainability and innovation
• Roadmap for service evolution and innovation; and
• Alignment with cloud-first and digital transformation strategies.