RFP for The Library Network, 2/2015
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REQUEST FOR PROPOSAL
VoIP TECHNOLOGY SOLUTION
February 2, 2015
Prepared by:
Angie Michelini
Technology Services Manager
The Library Network
41365 Vincenti Court
Novi, MI 48375
[email protected]
248.536.3100 x144
http://tln.lib.mi.us
RFP for The Library Network, 2/2015
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TABLE OF CONTENTS
1.0
Introduction
1.1
Confidentiality Statement
1.2
System Review
2.0
Terms and Instructions
2.1
Exhibits
2.2
Inquiries
2.3
Submission
2.4
Evaluation Criteria
2.5
Schedule of Events
2.6
Award
2.7
Additional Charges-Change Form
2.8
Materials
2.9
Installation
2.10
Damages
2.11
Equipment List
2.12
Changes to the Specifications
3.0
Supplier Information
3.1
Supplier Overview
3.2
Corporate Structure
3.3
Operations Structure
3.4
Relationship to Manufacturer
3.5
Corporate Contact
3.6
Supplier Questionnaire
3.7
Supplier References
4.0
Scope Of Work
4.1
Work Included
5.0
System Configuration
5.1
Configuration Requirements
5.2
Network Requirements
5.3
Network Providers
5.4
End Point Requirements
6.0
Technical Specifications
RFP for The Library Network, 2/2015
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6.1
General System Requirements
6.2
System Architecture
6.3
Capacity
6.4
Hardware Specifications
6.5
LAN/WAN Infrastructure
6.6
Mandatory Software Requirements
6.7
Enhanced 911 Services Support
6.8
Operating System
6.9
IP Phones
7.0
Applications and Peripheral Systems
7.1
Email Integration
7.2
Mobility and Cell Phone Twinning
8.0
Installation and Post Installation Services
8.1
Database Design
8.2
Cutover
8.3
Training
8.4
Project Management
8.5
System Manuals
8.6
Supplier Help Desk
8.7
Removal of Existing PBX Equipment
8.8
Acceptance
8.9
Warranty Coverage
8.10
Service Maintenance
8.11
Service Handoff
9.0
Financials
9.1
Equipment List Schedule A
9.2
Labor Schedule B
9.3
Pricing Summary Schedule C
9.4
Installation Plan
9.5
Payment Terms and Progress Payments
9.6
Billing Information
9.7
Post Warranty Maintenance Pricing Schedule D
9.8
Purchase Agreement – Exhibit 7
RFP for The Library Network, 2/2015
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1.0
Introduction
The Library Network (TLN) seeks proposals from qualified vendors who will provide VoIP
services for the TLN library cooperative and its member libraries for the three year
contract period of October 1, 2015 through September 30, 2018. TLN is the sole point of
contact with regard to all procurement and contractual matters relating to the services
described in the RFP.
TLN is a public library cooperative serving 73 public libraries (92 library buildings) in
Livingston, Oakland, St. Clair, Washtenaw and Wayne counties. Our mission is to provide
and facilitate quality services developed through collaboration of our member libraries.
We are funded by the State of Michigan and by our member libraries. The member
libraries are reliant upon TLN to provide quality services at a volume discount.
TLN operates a wide area telecommunications network for 70 library buildings. As of July 1, 2015, the
WAN libraries will be on the AT&T switched Ethernet (ASE) fiber network using data circuits ranging
from 10mb to 250mb fiber optic connections. The current wide area network utilizes a fiber backbone
supporting IP based applications for shared library resources
.
The telecommunications equipment that
connects to the accompanying WAN interfaces in the libraries includes TLN owned Cisco 2921 and 4331
routers.
TLN staff manage the routers and support the libraries.
The libraries on the WAN share 2 GB of internet bandwidth. Each location has a direct connection to the
internet (it does not come back through the head end for internet access).
The current email provider is Merit Network for 15 of the 26 entities. The remaining 11 libraries either
host their own email or contract with another email provider. For the TLN email solution, Zimbra is the
mail engine. There are 310 email accounts in use along with 27 unique email domains. Email is
available through webmail, Outlook connector or Thunderbird. TLN staff administer all email accounts
including the accounts with separate domains. There is a RFP currently posted seeking an email
provider for the current accounts as well as offering this service to all public libraries in Michigan.
1.1
Confidentiality
Statement
The information contained in this RFP is considered confidential by TLN and must be treated as such by
all bidders. Under no circumstances should this RFP be communicated to a third party without the explicit
written permission from TLN.
1.2
System Overview
TLN is soliciting proposals from vendors who can provide a cloud-based VoIP hosting solution for TLN
and its member libraries that meet the specifications detailed in this RFP. TLN staff would be the central
administrator of the VoIP solution. The solution would provide an option for library staff to administer
their own library telephone needs such as adding/removing users, etc. The solution would be
cloud-based and not hosted at TLN.
There are 25 public libraries in addition to TLN that are interested in a centralized VoIP hosted service.
Details of the existing telephone systems can be found in
Attachment A
. The need is to replace the
RFP for The Library Network, 2/2015
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existing telephone systems with a VoIP solution. Important note: although this information is being
provided for 26 entities, not all entities may decide to contract for the new VoIP contract. Alternatively,
there may be additional entities joining the contract. The final number of libraries on the contract will
be determined as part of the process.
2.0
Terms and Instructions
This section provides general instructions and information related to this RFP and the selection process.
SUPPLIER’s proposal shall remain valid for a period of 90 days after the date the proposal is due.
2.1 Exhibits
SUPPLIER shall provide the Exhibits required in this specification, per the specific Exhibit instruction
found in each relevant section and the Summary of Exhibits at the end of the document. Exhibits should
be submitted together as part of the Summary of Exhibit section at the end and not inserted into the
body of the RFP where the Exhibit is called for.
2.2 Inquiries
There will be a pre-determined period for question submittal. Any questions submitted outside of this
timeframe will not be addressed. Please refer to section 2.5 Schedule of Events for timeline events. All
questions pertaining to this document shall be submitted via email to Angie Michelini,
[email protected] no later than 4:00pm EST February 20
.
2.3
Submission
Responses/Answers should be prepared in Word documents and spreadsheets should be prepared in
Excel. Please provide your response for all questions and requirements in a different font color just below
the question answered in each section. Please answer all requirements with a “Comply” or “Does Not
Comply” response. If a requirement partially complies, please indicate such and provide an explanation.
TLN
requires all submissions in both hard copy and electronic format. Please provide 1 hard copy and 1
electronic copy.
Hard Copy of RFP Bid Response should be mailed or delivered to:
The Library Network, Attention: Angie Michelini, 41365 Vincenti Court, Novi, MI 48375 no
later than 4pmEST on March 2, 2015
Electronic Copy of RFP Bid Response should be emailed to:
Angie Michelini, [email protected] no later than 10amEST on March 3, 2015.
2.4
Evaluation Criteria
TLN
reserves the right to accept or reject any and all responses to this RFP at its complete
discretion without explanation to SUPPLIER. TLN
reserves the right to withdraw or modify this
RFP before the closing date. All participating SUPPLIERS will be notified in the instance of
withdrawal or modification.
RFP for The Library Network, 2/2015
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TLN
will evaluate proposals with the following criteria:
Conformity to specifications
Reliability
Product Performance and Migration Track record
Cost
Manufacturer Support
References
Track Record with similar scale projects
Technical Capability
2.5
Schedule of Events
. One hard copy of the proposal should be submitted to be received
no later than 4PM EST on March 2, 2015 to TLN at the address listed in Section 2.3 above.
Proposals delivered after the due date will not be given consideration. Electronic copies of your
proposal must be received by March 3, 2015, no later than 10:00AM EST.
Distribution of RFP
February 2, 2015
Question Period Begins
February 3, 2015
Question Period Ends
February 20, 2015
RFP Hard Copy Deadline
March 2, 2015 by 4:00pm EST
RFP Electronic Deadline
March 3, 2015 by 10:00am EST
Proposal Evaluation Begins
March 3, 2015
Proposal Evaluation Ends
March 19, 2015
Finalists Chosen
March 20, 2015
Presentations Scheduled of finalists
March 24-26, 2015 & March 31-April 2
SUPPLIER Selected
April 22, 2015
SUPPLIER Notification of Award
April 23, 2015
Contract Negotiation Period
April 27, 2015
Contract Start Date
October 1, 2015
Timeline events are subject to change and shall not be binding.
2.6 Award
TLN
reserves the right to make an award in whole or in part.
2.7
Additional Charges-Change Orders
No extra work or charges under this contract will be recognized or paid for unless agreed to in writing by
TLN
before the work is done or the change is made. All additional work will be approved through a formal
Change Order management process. Only Change Orders approved by the following
TLN
designees will
be considered valid: Angie Michelini.
2.8
Materials
Only new, unused and FCC registered equipment shall be supplied under the terms of this bid and only
new unused material that does not require FCC Registration shall be provided. All materials must be in
conformity with the specifications and will be subject to inspection and approval upon delivery, and must
comply in quality, type of material and method of manufacturer with all applicable local, state or Federal
laws pertaining thereto. The right is reserved to reject and return at the risk and expense of the SUPPLIER
such portion of any shipment which may be defective or fail to comply with the specifications here, and
without validating or invalidating the remainder of the material.
RFP for The Library Network, 2/2015
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2.9
Installation
Installation of all material must meet industry standards in all respects with specific attention given to
methods employed for wiring, termination, cable dressings, labeling, documentation, equipment room
layout, general appearance, equipment operation and performance. The SUPPLIER shall completely
remove from the premises all packing, crates and other litter accumulated due to the installation work.
2.10
Damages
The SUPPLIER shall be responsible for the cost of repairing any damage caused by the SUPPLIER during
installation.
2.11
Equipment List
The SUPPLIER must provide the product description and model numbers for all equipment proposed as
part of
Exhibit 1
at the end of this proposal. If additional information is required from each entity in order
to provide a more accurate quote, please submit the survey during the Question Period.
2.12
Changes To The Specifications
TLN
may, if necessary, make changes to the scope of work consisting of additions, deletions or other
revisions. Should these changes be necessary, the Schedule A (Section 9) and associated financial
documents will be adjusted accordingly. Changes will not invalidate the contract nor affect the guarantees
of the SUPPLIER or the validity of the SUPPLIERS bonds.
3.0
Supplier Information
3.1
Supplier Overview
Provide a general overview of your organization inclusive of the following: years in business, all products
sold or serviced, approximate share of your local market, any vertical markets where your organization is
especially proficient as well as your experience with IP telephony.
3.2
Corporate Structure
Describe your corporate structure and include the names of key principals or stakeholders, their titles and
contact information.
3.3
Operations Structure
Describe your local Operations structure. Include here an escalation path for both Installation and
Post-Installation Service teams. Describe your national service structure, if applicable.
3.4
Relationship to Manufacturer
Describe your business relationship with the proposed products manufacturer (e.g. distributor, branch
office, subsidiary, common parent) and how long the relationship has existed.
3.5
Corporate Contact Information
Provide the physical and mailing address for the corporate office.
Provide the corporate telephone and email of responder.
RFP for The Library Network, 2/2015
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3.6
Supplier Questionnaire
Response
State the system make and model proposed.
State the location of the cloud-hosted product.
State how the host will provide 24/7 uptime.
State the system software release.
How many factory certified technicians do you have
for the system proposed?
Are you a broker for services or is your model direct
delivery?
If multiple suppliers are involved, will one have
primary responsibility?
How many customers do you have with the
proposed system within a 100 mile radius of the
TLN Novi address?
State the total number of certified people in your
organization who could be called on if a serious
outage or disaster occurred?
State the hours of service available for major and
minor service calls.
Which carriers have a physical presence in your data
center?
Describe any additional or complementary services
you can provide as an extension of your service.
Supplier must be an authorized distributor of the
proposed cloud-based solutions for a minimum of 6
months and preferably one year or more. The
vendor must have full authorization and support
from the manufacturer of the core solution.
Supplier must employ (direct payroll or contract) a
minimum of two software engineers certified on the
proposed core products.
RFP for The Library Network, 2/2015
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3.6 Supplier Questionnaire continued
Response
Supplier is authorized to do business in Michigan
and has, or will obtain, the necessary licenses,
registration and permits.
Supplier will provide Service Level Agreement that
addresses latency, packet delivery, response time
for repair, alarm response, definition of major and
minor alarms, monitoring for carrier local loop,
monitoring for any on-premises equipment, security
protection of data, frequency of software upgrades,
and policy for software patches.
State the supplier’s guaranteed response time for a
major alarm, minor alarm, standard service request
Describe maintenance/troubleshooting operations.
If there is an alarm at the Supplier’s site, how is the
library notified?
What is the process for software upgrades and how
are customers notified? How is interruption of
service avoided? Do you offer the flexibility for
individual customers to stay on an older release if
needed or desired?
What security measures will be taken to protect
library data?
Describe the tools you use for deployment
management.
How long does it take to deploy (both the initial
services and subsequent additions or changes)?
How do you handle service requests? What types
of online tools exist for reporting and tracking
troubles, change requests?
For the network services, how is support and
troubleshooting handled? Will you coordinate all
service work? Do you have the means and
knowledge to provide end-to-end testing?
RFP for The Library Network, 2/2015
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3.6 Supplier Questionnaire continued
Response
How are moves, adds, changes, deletions (MACD)
for end users handled? Do you provide an
administrative interface for customer
administrators to self-manage these? If so, describe
the portal or other access tool that is available to
customer/location administrators and/or end users
to modify their services. Are there any changes
associated with user-managed MACD’s? What are
the costs, if any, for MACDs that are completed by
remote Vendor personnel?
What are the options and ability to add additional
features and capabilities? What is the policy toward
implementing the manufacturer’s upgrades? How
do you decide when and if to upgrade or enhance
the solution when the possibility exists? Do you
allow or support third-party enhancements to the
solution?
What types of performance monitoring tools are
included? Do you have direct access to those tools
and reports? Can you get proactive notification of
service events, alarms and other exception events?
How is the database backed up? At the host
location or the central administrator location? How
often is the data backed up?
Are other management tools provided, such as
online access to billing, usage reports, etc?
Describe the portals available to obtain such
information.
3.7
Supplier References
TLN
intends to check all references. Please provide the following:
A minimum of three (3) SUPPLIER customer references who are currently using the system proposed
submitted as
Exhibit 2
at end of this proposal
.
4.0
Scope of Work
The required system is a state of the art pure IP Telephony System with all necessary endpoint equipment
as itemized in this RFP capable of meeting the operational requirements of TLN and its member libraries
for the next ten years. The proposed system will be judged on its ability to provide cost effective service
without premature obsolescence over the anticipated system life. Equally important will be the
SUPPLIER’s ability to provide responsive support throughout the life of the system.
Provide background on how the cloud-based phone system will work for the 26 entities including onsite
equipment needs, IP requirements, carrier requirements, and email requirements. Please provide a
RFP for The Library Network, 2/2015
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network diagram on how the cloud-based system will interconnect with the 26 entities. Submit the
diagram as
Exhibit 3
.
4.1
Work Included
The principal items of work shall include, but not be limited to, the following:
Furnishing and installing an IP telephony solution and related peripheral equipment as indicated and
specified herein, and connecting the system and related peripherals to the existing cabling infrastructure
and network at each location. Interfacing the telephone system with the PSTN and coordinating the
installation of all required facilities.
The SUPPLIER must provide in the Contract, as a minimum, a one-year warranty on the proposed
system(s), labor and those materials and parts supplied by the SUPPLIER. The warranty will cover the
SUPPLIER supplied parts, labor, travel and miscellaneous costs. The warranty period will commence the
day following the date of System Acceptance.
If the system fails to completely perform in accordance with this RFP and the contract documents,
SUPPLIER will take all necessary action, at no additional cost, to restore the system to perform in
accordance with the RFP and the contract documents.
5.0
System Configuration
5.1
Configuration Requirements
Refer to the table below when designing the proposed system.
IP Telephone Equipment – Configuration
Capacity
IP Station Ports
Announcement Ports
PRI Ports
Analog/Fax Trunk Ports
Door intercom to ring receptionist
5.2 Network Requirements
Network Requirements
Required? Y/N
Capacity
SIP Trunking
Remote Fiber Module Interface
PRI's
DID's
Analog for fax
5.3
Network Providers
RFP for The Library Network, 2/2015
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5.4
End Point Requirements
Refer to the table below for end point requirements.
End Point Requirements
Specify Options
IP Telephones – small
IP Telephones – mid
IP Telephones – large
IP Wireless Telephones – WAP Integration
IP Wireless Accessory Packs
Conference star phone with speakerphone
Attendant – Soft Consoles
Headsets
6.0
Technical Specifications
6.1 General System Requirements
State-of-the-art, pure IP technology that supports IP enabled connection and IP peer to peer
switching that connects endpoints directly to each other through the network. Proposed system
must be the most current system model including hardware in release at the time of installation.
System must be able to network to other same-type systems using standard protocol to share
coordinated dialing plans and centralized integrated systems such as Voice and Unified
Messaging solutions. In the event that the proposed system is not in general release at the time
of the Bid, SUPPLIER shall so inform TLN and identify all known enhancements, upgrades or new
product offerings to be included in the proposed model.
6.2
System Architecture
System must be an open standards-based solution, able to support a converged network, with
the following attributes:
A single managed infrastructure
Integration to Email
Converged desktop applications
A solution that seamlessly integrates all components
A solution that reduces operational costs and delivers new-age features
6.3
Capacity
State the port capacity of a single system. Describe how the system can be expanded through
networking of other same systems and state the maximum capacity for networked systems. Do
networked systems of the same type perform seamlessly as one system from a coordinated dial
plan and service feature perspective?
RFP for The Library Network, 2/2015
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6.4
Hardware Specifications
Provide the hardware specifications of the proposed system below
Specifications
Details
Introduction Date
Processor Type
Memory
Operating System
6.5
LAN/WAN Infrastructure
Describe the minimum IP switch and router requirements the proposed solution requires.
6.6
Mandatory Software Requirements
Describe any mandatory software requirements of the proposed system required to meet the
total requirements of this specification including any Applications Database software, desktop
software and any integration software for Email Server, MS Unified Messaging – Email
Integration.
6.7 Enhanced 911 Services Support
Calls from inside the premise to the public Emergency service number (in the US and Canada this
is 911) outside the premise must also ring on the property attendant console at each endpoint
location in the same building.
The SUPPLIER is required to provide the capability to transmit the station number originating the
emergency calls to the Emergency Center location outside the property, if required by the local
authorities. Is E911 service provided integral to the call-processing platform or via additional
servers or add-on hardware? Describe any additional hardware and software costs and any
additional licensing requirements for E911 users. Describe the systems ability to trace and record
malicious calls, if available.
6.8
Operating System
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6.9
IP Phones
Features required
Phone System Functionality and Features
Feature
Required
Desired
State if
Standard
or
Optional
A single cloud-based phone system for TLN and its
member libraries
X
Phone system should be easily expandable
X
Ability for locations to utilize the same phone system while
retaining their existing direct dial numbers
X
Hunt groups to distribute calls to multiple phones. Call
distribution options should include (1) linear distribution,
(2) distribution based on the longest amount of time idle,
and (3) ability to ring all extensions at once.
X
DAY and NIGHT modes or equivalent. NIGHT mode
forwards all direct lines to our main line when we are
closed so that all publicly listed lines lead to the
after-hours recording on the main line.
X
Ability to exempt some direct lines from forwarding to
NIGHT mode.
X
Automation of DAY and NIGHT modes (or equivalent)
based on time and day of week.
X
Ability for manual control of DAY and NIGHT modes as
needed.
X
Ability to determine whether another phone extension is
busy or in use
X
Call pick-up: Ability to pick up calls ringing on another
phone extension using a feature code.
X
Call pick-up: Ability to answer calls sent to another phone
in the same calling group using a feature code
X
Phone system time updates automatically and adjusts with
Daylight Savings Time.
X
Phone system interface allows the phone system
administrator easy access and control over the phone
system settings through a centralized management
console.
X
Ability to administer the system and all its locations
remotely: Phone system settings are accessible off-site.
X
Individual users are able to adjust basic settings for their
own extensions.
X
Ability to automatically route or forward calls based on a
schedule we define based on day of week and time of day
X
Ability to easily manually forward lines when the need
arises outside of automation rules
X
Enhanced 911 (e911)
X
Four-digit dialing between internal extensions and between
multiple sites
RFP for The Library Network, 2/2015
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Feature
Required
Desired
State if
Standard
or
Optional
Option to dial three-digit external numbers like 211, 311,
etc.
X
Employee Directory broken down by location
X
Intercom – extension to extension and between locations
X
Intercom – one-button call
X
Each extension has its own voice mail
X
Analog extensions for faxes and other equipment
X
Faxing applications offered through the phone system
X
Faxing applications: Receive incoming faxes through email.
X
Faxing applications: Scan or browse files to send faxes.
X
Emergency notification: Ability to discretely contact
Security staff via a radio, cell phone, pager, etc.
X
Record-a-call functionality so that individual extensions can
record calls as needed
X
TLN has categorized its IP telephone set requirements with the following minimum
requirements:
Small: 9 Fixed or Virtual Function keys, 4 programmable line and/or feature keys
Medium: 11 Fixed or Virtual Function keys, 8 programmable line and/or feature keys
Large: 11 Fixed or Virtual Function keys, 16 programmable line and/or feature keys
Fixed or Virtual Function keys must include the following:
Hold, Transfer, Speaker On/Off, Redial, Conference, Recall, Microphone, Park
Additional minimum requirements include 3 line by 24 characters Liquid Crystal Display (LCD)
and full duplex speakerphone with ring volume control and Message Waiting Indication.
Provide feature and design information on the proposed IP telephone set types below.
IP Telephone Specifications
Feature
Small
Mid
Large
Number of Fixed or Virtual Function Keys
Number of Programmable Line and/or Feature
Keys
Fixed or Virtual Function Key: Hold
Fixed or Virtual Function Key: Transfer
Fixed or Virtual Function Key: Conference
Fixed or Virtual Function Key: Redial
Fixed or Virtual Function Key: Recall
Fixed or Virtual Function Key: Speaker On/Off
Fixed or Virtual Function Key: Microphone
Fixed or Virtual Function Key: Do not disturb
Fixed or Virtual Function Key: Page
RFP for The Library Network, 2/2015
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IP Telephone Specifications
Feature
Small
Mid
Large
Fixed or Virtual Function Key: Voice Mail
LCD
Adjustable LCD Display
Backlit Display Compatible
Brightness/Contrast Control
Full Duplex Speakerphone
Ring Volume Control
Headset Compatible
Power Over Ethernet provided at switch
Desi-Less No labels on phones
Available Colors
Message Waiting Indicator
Name/Model of Phone being proposed
Process for adding telephones at a later date
Wall Mount Unit
7.0
Applications & Peripheral Systems
7.1 Email Integration
Can the proposed system integrate with any type of email system? Libraries are not currently
standardized on one email vendor.
Include the integration as part of the turnkey solution.
Provide alternatives for email view solutions.
Voice Mail
– Libraries are not currently standardized on one voice mail vendor.
Voicemail, Greetings, Auto-Attendant, and Other
Recorded Messages
Feature
Req
Desire State if
Optional
or
Standard
Auto-attendant with the ability to forward callers to
reception, other extensions, voicemail, and other recorded
announcements.
X
Auto-attendant with the ability for callers to dial extensions
directly during the message.
X
Auto-attendant: Office staff should be able to easily modify
the message as needed at each location.
X
RFP for The Library Network, 2/2015
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Feature
Req
Desire State if
Optional
or
Standard
System greetings that follow date-based rules for night
and holiday messages at each location.
X
System greetings can be used at multiple sites
X
System override for emergency messages: This message
would override all date-based greeting rules until removed.
X
System override for emergency messages: Ideally, this
message could be set up to expire so that we don’t have to
manually remove it if we know ahead of time when the
override should end.
X
System override for emergency messages needs to
configurable remotely by calling the phone system.
X
System override for emergency messages applies to all
locations.
X
Voicemail at all locations
X
Voicemail messages should be accessible remotely.
X
Voicemail messages should provide a date stamp at the
beginning of messages.
X
Message waiting indication needs to work with phones at
all locations.
X
The message waiting indicator should disappear after new
messages have been listened to once.
X
Ability to record “Out of Office” greeting
X
Out of Office greeting does not overwrite the user’s
standard mailbox greeting.
X
Voicemail requires a password for access.
X
Visual voicemail
X
Replacement option for recorded “all lines busy” messages
that are currently stored on phone system voice cards and
play when no one is immediately available to answer the
call after a preset number of rings.
X
Easy ability to rerecord “all lines busy” messages.
X
“All lines busy” recordings that offer options for callers
(leave message, forward to another line, etc.) just like the
auto-attendant message.
X
Unified Messaging: Ability to receive an alert in email when
a voicemail message is waiting.
X
Other Unified Messaging features
X
7.2 Mobility and Cell Phone Twinning
o
The overwhelming trend in voice communications is towards wireless devices,
particularly smart phones. It is reasonable to expect that TLN and its member libraries will want
increasing voice mobility over the next few years.
o
Cell phone twinning capability is a future requirement
RFP for The Library Network, 2/2015
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Capability
Provided?
Yes/No
Additional costs to
provide (servers,
licenses,
professional
services, etc.)
Cell Phone Twinning (see
definition below)
Desired
Cordless/DECT Phones: Used to
allow mobility for users in a
common area or who are not
always seated at desks
Desired
Cell Phone Twinning is defined as the ability to ring a user’s desk phone and cell phone
simultaneously, with unanswered calls going to the voice mail on the corporate telephone
system. This feature must also allow the user to switch between the desk phone and cell phone
seamlessly, without the caller being aware of the change. End users must be able to control the
number that the desk phone is “twinned” to, the timing of the feature, and be able to activate
and deactivate it.
8.0
Installation and Post Installation Services
8.1 Database Design
When creating the customer site database, SUPPLIER will submit the forms to TLN to conduct
endpoint reviews, otherwise referred to as “station reviews” with designated department/library
personnel to receive input for customization. The database record must be maintained
throughout the project in Excel format and include the following, at a minimum:
-
Extension
-
IP address
-
First and Last Name
-
Building
-
Floor
-
Department
-
Function or Title
-
Name Display Data
-
Restriction Service Class
-
Service Feature Class
8.2 Cutover
It is the SUPPLIER’s responsibility to write the proposed cutover plan and submit it to TLN
. Please
describe your cutover plan here.
RFP for The Library Network, 2/2015
Page 19
Please describe the training offered for the new system, whether or not there is an additional cost for it,
and whether it occurs on-site, online, or both.
1.
Please describe System Administrator training:
2.
Please describe end-user training and/or “train the trainer”:
3.
Other training, if applicable:
4.
Phones are an essential communication tool for daily operations. Please describe strategies for
end-user training that occurs before the actual implementation of the new system.
Training must be comprehensive and cover all functions and procedures necessary for operation of
the new system at the user and System Admin level. Training materials, such as instruction manuals,
quick reference charts and cards, overlays and reference manuals must be supplied in the quantities
associated with relevant Schedule A endpoints and systems and must become the property of TLN.
8.4 Project Management
TLN will assign a project manager to this installation. This project manager will be the main point of
contact concerning all areas of the installation of this system. The TLN project manager will be
empowered to resolve disputes and make decisions about any changes to the implementation plan or
technical aspects of the system. The TLN project manager will be the liaison between the SUPPLIER and
library personnel. We also want to ensure that the supplier will work with us to make sure training is
customized for our specific implementation of their system. So we wish for them to consult us and work
with us even if they provide the training. It would also be great if the supplier can provide electronic copies
of their materials so that we can add TLN-specific information to them or reuse the images they’ve
included.
The vendor is also required to name a project manager. The vendor project manager must be empowered
to make changes and decisions about the installation. The project manager must have the authority to
resolve disputes, resource issues, or any scheduling difficulties. Project implementation meetings will be
held regularly in order to ascertain project status and resolve any areas of misunderstanding that may
occur. The project manager will be required to attend such meetings, (which may sometimes be
conference calls) and provide updated plans and schedules. Written status reports that include
completed items, planned activities and potential problems or delays will be required from vendor in
order to keep all involved parties abreast of the installation.
All work must be conducted in a professional and orderly manner.
Work to be performed outside of normal business hours must be approved (by TLN) at least one week in
advance of the work to be performed.
The selected vendor must run tests, provide configuration plans for VoIP QoS, and then retest after
configurations have been implemented.
RFP for The Library Network, 2/2015
Page 20
SUPPLIER is required to provide one full set of System Manuals, including copies of all User Guides,
Installation and Maintenance Guides, Features and Specifications, Programming Manuals and
Troubleshooting Help Guides as part of the turnkey solution.
8.6 Supplier Help Desk at Cutover
SUPPLIER must provide an on-site Help Desk for TLN just prior to, during and after cutover. The Help Desk
must be manned during the entire cutover and for the first two full business days (8:00 am to 5:00 pm) of
new service until System Acceptance and Service Handoff is complete.
8.7 Removal of Existing Endpoints
SUPPLIER is to replace all existing telephone sets with the new endpoints associated with
Exhibit 5
.
Removed sets will be placed at a location designated by TLN
.
SUPPLIER is encouraged to propose options
to TLN on any alternative they have for recycling the old system whether that be through trade-in, resell
in part or whole or donation to charitable causes.
8.8
Acceptance
SUPPLIER is responsible for the system, as proposed, being installed to
TLN
’s satisfaction. Prior to System
Acceptance, SUPPLIER must complete the following:
Test all functions at each endpoint as programmed per the Approved database.
Ensure all trunking and equipment is routed per
TLN’s f
unctional requirement and all local
telephone company lines are identified.
Number and/or IP address for every station and trunk.
Provide TLN with complete user instructions electronically for training use.
Provide a training log of all users who attended training classes.
Ensure all peripheral system interfaces are tested and working properly.
Ensure all system Auto Attendant announcement messages are recorded per the approved
scripts.
8.9 Warranty Coverage
SUPPLIER must detail the warranty coverage provided on hardware, software and support. Annual
maintenance must be conducted along with ensuring backups are completed.
8.10
Service Maintenance
Provide the contact information for TLN’s service office below.
Service Contact
Local no.
Toll Free No.
Fax No.
Customer Service
Service Escalation
Contact
Local no.
Mobile No.
Fax No.
RFP for The Library Network, 2/2015
Page 21
Describe your procedures for resolving trouble issues, including any on-line visibility to open
service tickets, MACD orders, etc.
Provide service rates for work not covered by the warranty, such as Moves, Adds, Changes, or
Deletes, here. Provide details on what work is covered by warranty and what work is not covered
by warranty.
Service Labor Schedule
Cost
Regular Rate Per Hour
Overtime Rate Per Hour
Holiday Rate Per Hour
Trip Charge
Training Rate Per Hour
Remote Rate Per Hour
Minimum Billing Charge - On Site
Minimum Billing Charge - Remote
8.11
Service Handoff
Prior to system acceptance, SUPPLIER must schedule a Service Handoff meeting to be conducted
at
TLN’
s facility with participation from TLN’s Project Manager. The purpose of the meeting will
be to transfer knowledge and responsibilities from the SUPPLIER’s Project Manager.
RFP for The Library Network, 2/2015
Page 22
9.0
Financials
9.1 Equipment Schedule A
The Equipment Schedule is referred to as “Exhibit 4-Equipment Schedule A. SUPPLIER must
include all itemized material components that will be included in the total IP system as part of
this Exhibit 2 in the example format provided below or obviously use your own format. Below is
an example of what we are looking for so we can decide if we would like certain items or not.
Provide a cumulative total at the bottom for each cost column.
Exhibit 2
Part Number
Description
Quantity
Unit Cost
Total Cost
Total
9.2 Labor Schedule B
The Labor Schedule is referred to as “Exhibit 4-Labor Schedule B”. SUPPLIER must include a not
too exceed estimate for all labor required to deliver a turnkey solution in the format provided
below. Provide a sub total for the hours and cost columns at the bottom.
Schedule B
Labor Type
Hours
Unit Per Hour
Total Cost
Project Management
System Design & Database
Programming
Training
Other
Total
9.3 Pricing Summary
Provide a summary of all cost elements in the format provided below.
Pricing Summary
Material Total
$
Labor Total
$
Training Total
$
Shipping Total
$
Tax Total
$ tax exempt
Other
$
RFP for The Library Network, 2/2015
Page 23
Pricing Table 1: List all one-time Charges. Mark “N/A” or “Waived” where appropriate.
One-time Charges
Qty.
Item
Total
Core Service Offering
Data Center Provisioning
Carrier Circuit Installation
On-site Equipment
Sets
Miscellaneous Hardware
Software
Professional Services
Integration Components
Third-party Installation Fees
Professional Services for Third-party Vendors
Other (define):
Sub-Total
Sales Tax (where applicable)
Tax exempt
TOTAL
Pricing Table 2: List all recurring monthly charges. Mark “N/A” where appropriate.
Recurring Charges: Monthly service fees
Total
Core Service Offering
Annual maintenance on Purchased Equipment
Per user fees - basic user
Per user fees - advanced user
Per call center agent fee
Per call center supervisor fee
Per videoconferencing Virtual Meeting Room fee
Mobility or remote user fees
Carrier circuits (MPLS, T1, etc.)
Trunk ports or SIP sessions
Toll-free numbers
DID numbers
Gateways and other hardware
Sets (if leased)
Software applications
Storage Fees
Third-party integration fees
Other (Define):
Sub-Total, fixed recurring charges
Excise tax, FCC fees, etc.
RFP for The Library Network, 2/2015
Page 24
TOTAL
Pricing Table 3: List all usage based charges, along with rates.
Usage Based Charges
$$
Rate
Moves, Adds, Changes, Deletes
Long Distance Costs
Other (specify):
Additional Pricing Options
Provide below any pricing options, special offers, financing, promotions, or TLN education/library/state
government discounts, or for trading-in any legacy equipment not otherwise described within the RFP response.
9.4 Installation Plan
Provide a sample installation plan, submitted as
Exhibit 8
.
9.5 Payment Terms and Progress Payments
SUPPLIER agrees to the following payment terms:
15% upon Contract Execution (Deposit)
30% upon delivery of all material
40% upon Cutover
15% upon System Acceptance
TLN
may withhold payment or any portion thereof, if:
Work is found defective and not remedied.
TLN
or another party is damaged by an act for which the SUPPLIER is responsible.
Reasonable evidence indicates that the work cannot be completed for the unpaid balance of the
contract price.
SUPPLIER fails to carry out the work in accordance with the contract documents; or, SUPPLIER is
not entitled to payment in the amount requested.
Payments do not indicate acceptance of any work not in accordance with the contract documents.
9.6
Billing Information
SUPPLIER must send invoices to TLN. Indicate if electronic payment is possible.
Each progress payment due, subsequent to the initial deposit payment, shall be invoiced separately in
accordance with the payment schedule as listed above not later than the 5th of the month for payment
by the 10th of the following month.
RFP for The Library Network, 2/2015
Page 25
9.7 Post Warranty Maintenance Pricing Table 4
SUPPLIER is to include maintenance pricing for years 2-5 as part of their proposal herein referred
to as Pricing Table 4.
Maintenance Coverage
Year
Cost
24 x 7, all parts and labor
2
$
24 x 7, all parts and labor
3
$
24 x 7, all parts and labor
4
$
24 x 7, all parts and labor
5
$
8 - 5, Monday through Friday, all parts and labor
2
$
8 - 5, Monday through Friday, all parts and labor
3
$
8 - 5, Monday through Friday, all parts and labor
4
$
8 - 5, Monday through Friday, all parts and labor
5
$
Equipment Only
2
$
Equipment Only
3
$
Equipment Only
4
$
Equipment Only
5
$
Provide a copy of your standard Maintenance Agreement, submitted as
Exhibit 6.
9.8 Purchase Agreement
Provide a copy of the standard Purchase Agreement, submitted as
Exhibit 7
.
Conclusion
TLN
wishes to thank all participants who took the time to respond to this RFP and for wishing
to do business with TLN. It is
TLN
’s intent to form a long lasting, mutually beneficial, business
partnership with the selected SUPPLIER.
RFP for The Library Network, 2/2015
Page 26
EXHIBIT
1
Equipment List
Section 2.11
EXHIBIT
2
Suppliers’ Customer References
Section 3.7
EXHIBIT
3
Proposed Network, Schematic
Section 4.0
EXHIBIT
4
Equipment Schedule A, Labor
Section 9.1
Schedule B, Pricing Tables 1, 2, 3
EXHIBIT
5
Supplier Recommendation for
Section 8.7
Removal of Existing PBX and
Related Equipment
EXHIBIT
6
Standard Maintenance
Section 9.7
Agreement
EXHIBIT
7
Standard Purchase Agreement
Section 9.8
EXHIBIT 8
Sample Installation Plan
Section 9.4
The Library Network
VoIP RFP
ATTACHMENT A
Page 1Library Name Address Main Phone Number Are you currently using VoIP?
What type(s) of phone line(s) do you have?
How many phone lines do you have? Does not include fax
lines.
Number of fax lines Auburn Hills Public Library 3400 E. Seyburn Drive, Auburn Hills, MI 48326 248-370-9466 Yes, hosted in the library building
Bacon Memorial District Library 45 Vinewood, Wyandotte, MI 48192 734-246-8357 No T1 3
Belleville Area District Library 167 Fourth Street, Belleville, MI 48111 734-699-3291 No T1 3 2
Berkley Public Library 3155 Coolidge Highway, Berkley, MI 48072 248-658-3440 No
Bloomfield Township Library 1099 Lone Pine Road, Bloomfield Hills, MI 48302 248-642-5800 No PRI, POTS 70 4
Brighton District Library 100 Library Drive, Brighton, MI 48116 810-229-6571 No SIP Trunk 27 2- POTS
Chelsea District Library 221 S. Main Street, Chelsea, MI 48118 734-475-8732 No POTS 8 1
Clarkston Independence District
Library 6495 Clarkston Road, Clarkston, MI 48346 248-625-2212 No PRI 6 1
Commerce Township Library 2869 N. Pontiac Trail, Commerce Township, MI 48390 248-669-8108 Yes, hosted off site T1 20 1
Cromaine District Library 3688 N. Hartland Rd., Hartland, MI 48353 810-632-5200 No POTS 4 - Main, 2 - Branch 2 - Main, 1 - Branch
Farmington Community Library 32737 W. Twelve Mile Road, Farmington Hills, MI 48334 248-553-0300 No POTS 80 4
Fowlerville District Library 131 Mill Street, Fowlerville, MI 48836 517-223-9089 No POTS 2 one
Franklin Public Library 32455 Franklin Road, Franklin, MI 48025 248-851-2254 No POTS 1 1
Garden City Public Library 31735 Maplewood Road, Garden City, MI 48135 734-793-1830 No T1 7 1
Hazel Park Memorial Library 123 E. Nine Mile Road, Hazel Park, MI 48030 248-546-4095 No SIP Trunk 2 2
Highland Twp. Public Library 444 Beach Farm Circle, Highland, MI 48357 248-887-2218 No POTS
5 for public access -> 11 total lines(the 5 public + 1 fax + 1 for remote access to phone system + 1 security + 2 fire/alarm + 2 elevator/elevator machine rm. 1
Lincoln Park Public Library 1381 Southfield Road, Lincoln Park, MI 48146 313-381-0374 No T1 4 1
Lyon Township Library 27005 S. Milford Road, South Lyon, MI 48178 248-437-8800 Yes, hosted in the library building POTS 3 1
Novi Public Library 45255 W. Ten Mile Road, Novi, MI 48375 248-349-0720 Yes, hosted in the library building PRI, POTS
PRI plus 8 POTS: emergency lines (2 elevators, security alarm, 2 fire panel) 1 public and 1 staff fax and credit card device 2 Plymouth Library 223 S. Main Street, Plymouth, MI 48170 734-453-0750 Yes, hosted in the library building SIP Trunk, POTS 11 2
Pontiac Public Library 60 E. Pike Street, Pontiac, MI 48342 248-758-3942 Yes, hosted off site T1 2
Redford Township District Library 25320 West Six Mile Road, Redford, MI 48240 313-531-5960 No T1 4 1
Salem-South Lyon District Library 9800 Pontiac Trail, South Lyon, MI 48178 248-437-6431 Yes, hosted in the library building POTS 3 1
The Library Network 41365 Vincenti Ct., Novi, MI 48375 248-536-3100 No PRI 8 3
Waterford Township Library 5168 Civic Center Drive, Waterford, MI 48329 248-674-4831 No PRI 2 PRI's 10
ATTACHMENT A
Page 2Library Name
Do you have direct dial phone numbers (phone numbers that go directly to a person's desk)?
Number of Direct Dial lines
Do you have internal phone extensions (not direct dial)?
Number of Internal
Extensions Location of Telephone System
Would your munincipality (in partnership with your library) be interested in a TLN hosted VoIP telephone
solution?
Do you have network ports (wall jacks that are ethernet ready (Cat 5e or Cat 6 wiring)) available for phone use at every location where you would like to use a
phone?
What is the total number of desktop and wall mounted telephones in the
library? Auburn Hills Public Library
Bacon Memorial District Library No Yes 9 An independent system, located in your building No No 12
Belleville Area District Library No Yes 7 An independent system, located in your building No No 7
Berkley Public Library
Bloomfield Township Library Yes 40 Yes 65 An independent system, located in your building No Yes 70
Brighton District Library Yes 27 No An independent system, located in your building No Yes 27
Chelsea District Library No Yes 32 An independent system, located in your building No Yes 22
Clarkston Independence District Library No Yes 22 An independent system, located in your building No No 20
Commerce Township Library Yes 20 Yes 20 An independent system, located in your building No Yes 20
Cromaine District Library No Yes 15 An independent system, located in your building No No 16
Farmington Community Library Yes 60 Yes 20 (two buildings)
Fowlerville District Library Yes 4 Yes Four
Franklin Public Library No No An independent system, located in your building No No 2
Garden City Public Library Yes 6 No Part of a municipal system, located at the municipality Yes No 6
Hazel Park Memorial Library No Yes 8 An independent system, located in your building No No 8
Highland Twp. Public Library No Yes 20-30 An independent system, located in your building Yes Yes 28
Lincoln Park Public Library Yes 1 Yes 3 Part of a municipal system, located at the municipality Yes Yes 4
Lyon Township Library No Yes 7 An independent system, located in your building No Yes 8
Novi Public Library Yes 50 Yes 50 Part of a municipal system, located at the municipality No Yes 52 plus 2 conference phones
Plymouth Library No Yes 57 An independent system, located in your building No Yes 24
Pontiac Public Library Yes 8 No An independent system, located in your building No Yes 9
Redford Township District Library Yes 1 Yes 25 An independent system, located in your building No Yes 25
Salem-South Lyon District Library No Yes 18 An independent system, located in your building No Yes 18
The Library Network No Yes 30 An independent system, located in your building No Yes 30
Waterford Township Library Yes 400 Yes 20 Part of a municipal system, located at the municipality Yes Yes 35
ATTACHMENT A
Page 3Library Name Do you have any cordless telephones?
Number of Cordless Phones
Do you use voice mailboxes?
Number of Voice Mailboxes
Use Overhead Paging?
Use an Auto-Attendant?
What is the maximum number of users you would require on a bridge for
conference calls? Library Name
Auburn Hills Public Library Auburn Hills Public Library
Bacon Memorial District Library Yes, but they are not required Yes Bacon Memorial District Library
Belleville Area District Library No No (But we would like to) Yes No None, we do not host conference calls Belleville Area District Library
Berkley Public Library Berkley Public Library
Bloomfield Township Library Yes, they are mandatory to the way we run the library 20 Yes 65 Yes Yes 11-20 Bloomfield Township Library
Brighton District Library Yes, but they are not required Yes 27 No Yes None, we do not host conference calls Brighton District Library
Chelsea District Library Yes, they are mandatory to the way we run the library 3 Yes 16 Yes Yes 1-5 Chelsea District Library
Clarkston Independence District Library No No Yes No None, we do not host conference calls Clarkston Independence District Library
Commerce Township Library Yes, they are mandatory to the way we run the library Yes 20 No Yes 1-5 Commerce Township Library
Cromaine District Library Yes, they are mandatory to the way we run the library 4 Yes 19 No Yes 1-5 Cromaine District Library
Farmington Community Library Farmington Community Library
Fowlerville District Library Fowlerville District Library
Franklin Public Library Yes, they are mandatory to the way we run the library 2 No No No None, we do not host conference calls Franklin Public Library
Garden City Public Library No Yes No No None, we do not host conference calls Garden City Public Library
Hazel Park Memorial Library Yes, but they are not required Yes 8 Hazel Park Memorial Library
Highland Twp. Public Library Yes, but they are not required 3 Yes 15 - 20 Yes Yes 6-10 Highland Twp. Public Library
Lincoln Park Public Library No Yes 4 No No None, we do not host conference calls Lincoln Park Public Library
Lyon Township Library Yes, they are mandatory to the way we run the library 1 Yes 7 No Yes None, we do not host conference calls Lyon Township Library
Novi Public Library Yes, they are mandatory to the way we run the library 5 Yes 43 Yes Yes 6-10 Novi Public Library
Plymouth Library Yes, they are mandatory to the way we run the library 32 Yes 50 Yes Yes 11-20 Plymouth Library
Pontiac Public Library No Yes 9 No No 6-10 Pontiac Public Library
Redford Township District Library Yes, but they are not required 1 Yes 13 Yes Yes 1-5 Redford Township District Library
Salem-South Lyon District Library No Yes 12 Yes Yes None, we do not host conference calls Salem-South Lyon District Library
The Library Network No Yes 30 Yes Yes 11-20 The Library Network
Waterford Township Library No Yes 35 Yes Yes 6-10 Waterford Township Library
ATTACHMENT A
Page 4Phone System Brand Phone Sytem Model
Phone System Purchase Date
Please list all model numbers for your existing
Telephones (desktop or wall mount). VM Brand Voice Mail System Model Own a PoE switch? PoE Switch Model Carrier Suntel AT&T
AT&T Spirit 308/616 1992 AT&T/Lucent/Avaya No
Suntel or AT&T
Simens HiPath 2008 OptiPoint500 Simens Xpressions No
We have some PoE, but they are used for Wireless AP. Therefore, our answer is that we really don't have PoE switches.
CTS is the company 2006 Toshiba Strata DKT2010-SD strategy IES 16 Yes
These will be installed soon, Cisco WS C3650
- 48TS-S Windstream
Toshiba CIX 670 2006
Toshiba DKT3210-SD Toshiba DKT3201 Toshiba DDSS3260 Toshiba DKT2404-DECT Toshiba
DKT2304-CT Toshiba Stratagy iES32 Yes
Meraki MS22P Meraki MS42P Cisco Catalyst
3560 AT&T
Panasonic DBS 1990s VB-44233A-g N/A N/A Yes Linksys SRW224P CMC Telecom
8x8.com hosted PBX N/A 01/01/2013 all Polycomm Soundpoint IP 550 N/A N/A Yes
NETGEAR ProSafe GS110TP Gigabit Smart Switch with PoE
Telecom NEC SV8100 10+ years DT300 series DTL-24D-1(BK)TEL Telecom NEC SV8100 No
AT&T
Panosonic KX-TGA650B 2005 No
Inter-Tel Axxess 8520
Inter-Tel Axxess (door box is Viking) 2002 mix of Basic non-display, Standard Display, Executive Display and console: Exec phone w/ DSS/BLF 60 station Inter-Tel
Axxess 64 ACD = voice communications; EVMC 5.3 (OS2 based) = voice processing
system; 4 ports on the v-mail system No
PAETEC/ALLWORX no model number listed on phone Don't know
3 Com NBX V3000 12/01/2008
3Com 3101 Speakerphone 3Com 3102 Business phone
3Com 3107c Cordless phone 3Com NBX V3000 Yes 3Com Office Connect 3CDSG10PWR AT&T
Nortel BCM450 2010
Nortel 1140E graphite Nortel 6140 wireless Nortel IP
audio conference phone 2033 Avaya CallPilot Manager v 05.01.01.08 Yes Cisco Catalyst 3750G Telnet
Inter-tel Mitel 5000 06/27/2005 Inter-tel Desktop: 8662, Cordless: SNP2400 Inter-tel Mitel 5000 Yes
GrandStream Don't Know 2012 Don't Know Don't know 123.net
3COM NBX V3000 2004 3COM 3102, 2102, and cordless 3COM NBX V3000 Yes 3COM 4500 PWR 50 port TDS Telecom
Digium Switchvox SMB 65 05/01/2012 D70 Digium Switchvox SMB 65 Yes Cisco Meraki MS42P AT&T
Vodavi XTS 2004
6 - 30-button, 3015-71 phones 24 – 8-button, 3012-71
phones Vodavi XTS Yes Cisco 3650 ClearRate
Nortel Option 11 1998 Nortel M3903 Call Pilot Don't know AT&T
