Hosted Phone Services

The vendor is required to provide hosted phone services (landline phone services and equipment).
- The solution will include all necessary call routing, and utilize all existing call pickup groups.
- Provide the required bandwidth needed for each phone stream.
- Initial installations for the hosted phone services must be completed within sixty (60) days of the execution of the contract between agency and the selected contractor. 
- Implementation plan(s) will become part of the contract and must be followed.
- Contractor shall indicate any environmental conditions required for the proposed hosted phone service system.
- Responsible to work with agency to successfully port existing phone numbers to the new platform.
- Hosted phone service features and user applications
•    An auto-attendant for each location for automated call routing
•    Answer direct phone calls
•    Transfer phone calls with both blind and direct transfer capabilities.
•    Create and manage call pickup or call rolling groups for answering phone calls directed to certain groups of phone numbers.
•    Ability to configure voicemail for any phone number.
•    Ability to put callers on hold.
•    Ability to play hold music or record custom hold message.
•    Ability to participate in a conference call. 
•    Limitation for minimum number of lines that can be added must be provided.
•    Call muting must be an available option.
•    Do not disturb option should be available.
•    Call forwarding option must be available.
•    Phones must have an option for headset capabilities. 
•    Available ports for headsets on phones must be provided.
- Monitoring, recording and data requirements
•    Provide detailed information any of the contractor’s data storage locations, data redundancy practices, and the processes used when copying and storing all data. 
•    Agency policy requires that all server storage is on domestic servers only and data is encrypted at rest.
- End-user payment options
•    Describe how fees are applied to all payments.
- Disaster recovery plan
•    Provide its disaster recovery plan (DRP). 
•    This plan should provide the contractor processes, policies and procedures relating to the recovery of services and data requirements as specified in preceding and following a natural or human-induced disaster.
- Customer service
•    Indicate whether contractor’s customer service center defaults to an interactive voice response (“IVR”) or a live customer service representative. 
•    If applicable, supply the hours of availability for a live customer service representative. 
•    Indicate the average on-hold time to reach a live representative. 
•    Handling refund requests and the timeframe for completing such requests.
- Maintenance, escalation, and support procedures
•    Provide agency with procedures for handling customer support issues including, but not limited to, telephone maintenance, outages and reporting issues for the hosted phone services and other contractor supplied technology.
•    Customer support issues with the hosted phone services, the bidder shall provide contact information for the following:
o    Contact information for at least one account executive and representative
o    Customer service telephone numbers for the account
o    Customer service e-mail addresses available for requests
o    Web portal telephone maintenance.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: October 24, 2025