Request for Clarification (Questions and Answers)

Transcription

1 Q. How many agents and how many supervisors did you want proposed for call center? A. 2 sups 10 agents Q. Will the WMWD upgrade these circuits if required to support converged data, voice and video traffic as necessary? A. Yes Q. The Nortel NT8b27 (T7316E) phones are proprietary digital sets that work with Norstar and BCM systems. Standards based IP systems will not support these sets. Can the WMWD explain this requirement or remove it from the RFP? A. I will be changing this to an option. It was for cost saving. If the proposed system will not support it then please propose an alternative in the proposal. Q. What interface types (trunking (i.e., SIP or API) does the Tele-Works IVR support so that integration and design can be assessed properly? A. SIP (the IVR is going through an upgrade right now, end result is SIP) Q. Extension portability - what portion of the WMWD employee population requires the ability to "login" at a phone? A. WMWD does not have a huge telework base. Rarely would a login be needed. Q. In order to provide the correct number of POE switches, can you provide a wiring scheme for each of the locations? For example, are the users in HQ served out of 1 wiring closet or multiple closets? What is the user distribution across the closets? A. This will be posted on the WMWD.COM website early next week. Q. Will the District provide sufficient rack space, power and battery backup (UPS) to support the new POE switches? A.Yes Q.. The RFP states the proposed system must have the ability to failover to an analog (POTS) line. How many lines are required for Meridian and El Sobrante locations? A. Undecided, but I would guess 2-3 at most.

2 Q. Can you please indicate how many DID numbers you would like to retain? A. 300 Q. How many Toll-free numbers would you like to retain? A. 0 Q. Can you provide the number of analog devices you would like to support? A. 18 Q. In reference to Video Phones, do you have a preference for screen size? A. No preference Q. The proposed solution should incorporate an integrated faxing service as a component of its telephony solution. Are you looking for us to provide a fax solution or connect to an existing one? A. This would be in the proposed system. If it has the ability we would like to do faxing from the desktop or outlook. I know a lot of times the may be an entirely different server and we would need to weigh the cost and benefit. Q. The Cost Breakdown Assumptions is priced per user. Some of the items come in a bundle and provide cheaper prices. Will there be a revised price sheet? A. No revised price sheet, but please mark any price breaks or not quantity in the bundle. Q. The RFP states that the 7316 endpoints must be reused.. Are the existing ones Global or Non Global as some are not supported on an IP Open Office.. A. Non-Global, if they cannot be reused an alternative solution may be provided. Q. Do all 148 employees have 7316 phones? A. Some employees share a phone, but all phones are the RFP attachments have our current employee use. Q. Teleworks IVR. What is the interface required? Is it SIP, analog trunk, analog station? A. SIP Q. Are all locations and personnel requiring an IP have Cat 5 or higher? A.Yes

3 Q. Paging through phones.. Through softphone.. was this a typo? A. No Q. If existing phones are able to be re-used are you aware that all features will not function the same and is the user ok with this? A.Yes, they would be used in a case where an employee may have a soft phone as a backup. Q. Call Recording.. Please clarify statement on page 15 #20. A. We would like to be able to record any of our calls. The announcement may be when they first enter the system, but the caller will need to be notified they will be recorded. Q. Page 16 #7,8 and 9 are ACD functions Are they in the wrong section? A. They are listed under call handling-auto Attendant, this can also be the ACD Q. For System Admin training how many people will be attending? A. 4-5 Q. On page 17 section K #2 you state that you need 25 simultaneous conf calls with 50 attendees each? Please confirm Will effect trunking. A. We currently do not really have the ability to conference as easily as the new system. I really can t confirm an exact amount. This number I believe will be on the high side. Q. You state that you have polycom. Can you provide system model number and software release? A. I will be posting this info on the website soon. Q. Call Recording. Can you please provide specifics as to how long recordings are to be saved, where they will be saved on your network, and how many people at one time you would like to be able to activate call recording. A.We will be keeping them for up to 12 months. We do not have a location or device to save the recordings since we do not do this now. Once we have an estimate of size this will be determined. Q Page 20 Section N #2 bullet point 3 is a network monitoring tool. Is this to be priced separately?

4 A.This should be a function of the system proposed so it should be included in your proposal. Q. Support for 911/Emergency Call Out- Are you looking for a solution that can automatically track IP phone moves? A. We are currently in the process of upgrading the IVR to the latest version. This is a full IP based IVR utilizing the SIP protocol. Q. Page 11 IV. Section B Question 2 The current Nortel phones are proprietary and will not run on any true VoIP solution. In some cases they can run on an Avaya solution with the support of special cards that work with a soon to be phased out hybrid solution. This would hold true for any digital end points as they were all proprietary on older TDM solutions that ran digital sets. If our solution does not comply is it OK to propose the solution with explanation. A. For 911 we need to be able to know the location of the call. This can be accomplished by endpoint tracking. Other features would be for teleworkers location and notifications of a 911 call to an or system console pop-up. Q. Page 13 Section D the Shoretel Solution is switch agnostic and can run with its full feature set on switches from any network manufacturer. We sells and support gear from Cisco, HP, and Extreme, does the WMWD have a preference as all present good options for the project. No features of the Shoretel are tied to the network switch manufacturer. A. When I wrote the RFP I knew that finding a solution that would allow WMWD to keep and use some of our older handsets was a longshot, but as a cost saver I included the request. If the proposed system has no way of connecting to the older Nortel handset please by all means submit a solution with an explanation. Q. Page 15 Section H Question 16 Do you plan on having back up analog trunks? Without power the only way to keep connectivity for calls is to have the solution and network switches on UPS power. For external calls in this case your carrier will need to have a UPS on your T1-IAD or you will need back up analog trunks. A. HP would be the preferred vendor for the switches proposed, but please only proposed what will be fully supported. Q. Page 15 Section H Question 17-All solutions have a way to connect analog. There is only one solution on the market that can connect the old digital Nortel sets. Can you confirm if this is a must have requirement? If so only on solution can propose.

5 A. The system and switches will be connected to a UPS and we run a backup generator that fails over within 30 seconds. If all else fails a POTS line is needed which is powered by the telco. Some systems can run this POTS line with an add-in card. Q. Page 17 Section K Question 2 Most Conference solutions are sized by ports 20, 50, 100. Any combination of conference calls that equal up to or less that the total port count can operate at one time. Can you confirm the size from a port perspective you are looking for in a conference bridge? A. If the proposed system has no way of connecting to the older Nortel handset please by all means submit a solution with an explanation. Q. Page 17 Section K Questions 3-Can you clarify the desired video conference capabilities you are describing in this question? A. That is not a very clear sentence, my apologize. What I was trying to convey is that we want the ability to manage who can create and use the video and voice conferencing. Q. Page 21 Section Q Question 2-Can you expanded on the desired E911 reporting capabilities that are required. A. Call logging for such items as name, location, time and date, call length, notifications, etc. If it is a standalone system it would need to report and alert on the system health. Q. How you want us to plan migration to new UC solution? Would it be site by site? If yes then guide the sequence that need to be followed A. I am depending on the expertise of the consultant, but we need to minimize the impact on our operation. We are currently using the CAT6 cables for the Nortel system so I am guessing the best sequence would be to perform a Site-by-Site turn-up, with the first being the HQ location. This can be performed during a weekend or off hours if needed. Once a vendor is selected we will take the appropriate evaluation to find the best approached needed to perform a switch over. Again, this will be at the advice and experience of the vendor. How many Lobby phones required for all six sites? A. Not sure what is meant by a lobby phone and why it would be different from another endpoint. Could you explain this a little better please? Q. Do you need IP fax? If yes then how many concurrent session for IP fax are required?

6 A. This is an option on the RFP. Faxing from the desktop or from within outlook would be a plus. To start 5 concurrent lines should be sufficient. Q. Please specify number of agents for new Contact Center setup in Meridian & Sobrante A. 2 supervisors, 10 agents Q. What is the current version of Teleworks IVR system? A. TVP 6.8 SIP Trunk G.711 Q. Currently how many agents are serving through Telework IVR system? A. Not sure what this means? Q. How many IVR licenses own by customer for Telework IVR system? A. It is an 8 port system, licensed per port. Q. How Teleworks IVR system integrated with Nortel system? Share the licensing scheme if it is SIP based or traditional dialogic card base. A. The IVR is SIP based Q.Do you need call recording for only contact center agents or IP telephony users as well? A.We would like to be able to record calls and all endpoints. Q. Do you need screen capturing besides call recording for contact center agents? A. It can be an option Q. How many users need web conferencing capabilities? A. 20 with the ability to expand Q.Do you need database or CRM integration? If yes then please share type and details of current Database & CRM. A. This is an option, CRM is SQL based Q. Would you like us to provide MPLS connectivity between your sites & Datacenters? If yes then: A.We use AT&T Calnet contracts for MPLS network if needed.

7 a. Should we consider call routing from and back to the Meridian parkway location to follow Spoke & Hub topology? Yes b. Do you want to have datacenter connectivity with Sobrante as well for redundancy purpose? Yes