Appendix 1 Solution Goals & Requirements

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Appendix 1 – Solution Goals & Requirements

Design Specifications and Goals

 Platform – All locations will be served by a single solution VoIP telephone system that provides feature transparency across all locations.

 Server based VoIP Services - Will be hosted on the County’s VMWare virtual server farm where practical.

 Redundancy & Survivability – The County’s VoIP infrastructure will be highly reliable and redundant to protect against service outage.

 Converged Voice/Data - The IP telephone stations will operate with PC computers connected to a single data outlet connected to Cisco Ethernet switch Power over Ethernet (PoE) ports with no degradation of service to the PC traffic. Options will be required for sites that PoE is not available.

 Conference Equipment - The VoIP system will provide the option for IP or conventional speakerphones in conference rooms.

 Mobile Workforce - The VoIP system will provide and support IP soft phones.

 Voice and Data System Management – The management systems for each system will provide a single point of access to the system(s) for day-to-day administration, reporting, and maintenance. The system(s) shall provide automatic monitoring and alarm notifications.

 Unified Communications - Selected Unified Communications features, identified during business requirements, will be included in the design. Allow an incoming call to simultaneously ring both an extension and a twinned device. The device that is used to answer the call establishes a voice path and the other device will cease to ring. Extend a range of common PBX features to the selected twinned device and provides a truly integrated mobile and desktop experience by enabling seamless switching from one device to another.

 Voice Mail – The voice mail will provide service for all specified County locations. In addition, the voice mail system will support unified messaging integration. Messages shall be stored in the voice mail system server storage. The system will be capable of supporting a future deployment of unified messaging to integrate email, voice mail and fax messages for users.

 Unified Messaging - Allow users to access their messages anytime and anywhere. All voice, fax and email messages are available at the desktop, mobile phones, or via email applications. The County’s email system is Google Apps Government Edition.

 Call Accounting - The call accounting system will be centralized and provide service for the entire County VoIP telephone system in all specified locations.

 Automatic Call Distribution (ACD) - Provide all components required for full monitoring, administration of groups and group reporting. The proposed system will serve the existing IP ACD groups and provide for expansion.

 IVR – An Interactive Voice Response (IVR) system will have the capability to replace the existing Diaphonics and TeleWorks IVR systems where practical and provide for expansion. System will include full monitoring, administration of groups and group reporting.

 Voice Recording - The system will provide recording capability, as needed or on-demand based on business requirements and detailed design. Provide requirements for storage, retrieval and access by the end user.

 Analog Devices - The VoIP system will provide the capability to connect analog telephone stations and other analog terminal devices such as modems, payphones and facsimile machines without hardware or firmware modifications to the County’s existing Cisco data network infrastructure.

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Business Requirements Overview

If awarded RFP the awarded vendor will be responsible to provide the following:

Business Process

 Identify existing business processes for telephone communications and replicate in the VoIP solution

 Identify existing interfaces with Ericsson PBX network that will need replication in the VoIP solution

 Identify & document business dependencies on voice communications Performance

 Document expected performance criteria (QOS/voice quality, call connection times etc)

 Identify system tools (including reporting) to determine performance measurements of proposed system – user & system level

Availability & Survivability

 Uptime’ and disaster recovery/business continuity capabilities

 Component and system redundancy to allow seamless operation in the event of a component failure

 Distributed system architecture to allow seamless network operation in the event of a building loss

 Dynamic call routing to maintain voice services at remaining sites in the event of a single or multiple building loss

Interoperability

 System must interoperate with existing legacy PBX network during transition

 System must operate with existing County LAN/WAN and trunk carriers

 System must provide same or greater functionality as legacy PBX network Capacity & Scalability

 System must provide same trunk and circuit capacity as existing legacy PBX network

 System must provide greater than 10% trunk and circuit expansion without additional hardware purchases Manageability/Administration

 Systems must be remotely (including offsite) manageable

 System management must be GUI based

 System management training options must be included in proposal

 System management must be centralized for all proposed components

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Environmental

 Proposals that identify potential power management cost savings are encouraged

 Identify power requirements for switch closets & data center/s

 Identify any additional power redundancy requirements

Technical Design Criteria - Overview

If awarded this RFP the awarded vendor will be responsible to identify solutions to the following technical design criteria

 Seamless integration with existing Data network - Cisco

 Interface with existing PBX network during transition – Ericsson (Aastra) TSW-SP07

 Replacement of existing Voicemail system – Octel Serenade 300

 Replacement of existing Call Accounting system - BTMS Bitek

 Replacement of existing ANI 911 System – Telident 911

 Identify integration points with existing County IT system monitoring and alerting tools – ie: Orion

 Technical training for County systems administrators

 End User training for County staff

 Provide VoIP network technical design document, phased implementation plan and Bill of Materials

 Bill of Materials (BOM) to include product name, product description, quantity and manufacturer’s part number

 Expected Design parameters:

o A selection of handsets available to meet various business needs categories (Executive, Administrative, Support, front desk/reception, Call Center etc)

o A ‘soft phone’ capability

o Full telecommuting/mobile workforce capability

o Robust disaster recovery/business continuity built in

o Support for remote sites running on low bandwidth

Security Criteria

If awarded this RFP the awarded vendor will be responsible to provide a detailed description of the vendor’s security implementation methodology.Their approach should include, but is not limited to:

 Document the minimum hardware, software, and services to be included on the system

 Installing the minimum hardware, software, and services necessary to meet the requirements using a documented installation procedure

 Installing necessary patches and providing a documented, post implementation patch management process

 Document the manufacturer’s process for advanced notification of patch releases

 Installing the most secure and most current versions of applications

 Configuring privilege and access controls (ie: Class of Service) by first denying all, then granting back the minimum necessary to each user

 Configuring security settings as appropriate, enabling allowed activity, and disallowing other activity including changing services from default settings of open

 Enabling system event logging

 Defining system event log report structure

 Testing the system to ensure a secure configuration, prior to cutover

 Using secure replication procedures for additional, identically configured systems, making configuration changes on a case-by-case basis

 Security measures detailed to prevent unauthorized access to system and system PSTN Trunks.

o Of particular concern is the ability for incoming callers on a PSTN PRI trunk attempting to connect to another VoIP system PSTN PRI trunk to place unauthorized long distance calls.

o Vendor must specify the solution to this issue.

 Address all known security risks/issues and how to mitigate. ie: firewall, encryption, Denial of Service (DoS)

VoIP System Feature

If awarded this RFP Larimer County anticipates the following features and functionality being available as a standard offering from the vendor’s recommended solution.

The vendor must identify in their Proposal (# XI) any features which are not standard, not available or incur an additional cost to the solution. The vendor should also document in their Proposal (# XII) any additional features to be delivered as part of their recommended solution and the associated cost.

System Administration and Monitoring

All required hardware and software to monitor the system and alert County staff in case of any error condition in the system shall be included in the quoted price of the VoIP telephone system.

All required hardware and software for remote diagnostic and repair services shall be included in the BOM of the VoIP telephone system. All associated hardware and software shall be the property of the County, with passwords provided to the County upon system cutover.

Power Failure – System recovery

The VoIP telephone system shall be able to achieve complete recovery after all power failures with no manual reloads at the system administration interface or IP devices. All equipment and software necessary to satisfy this and other control and restoration requirements of this specification shall be included in the equipment purchase price.

System Wide Features

 Support Direct inward dialing (DID) 4-digit and greater

 Support and provide standard progress tones (dial tone, busy tone, ring-back, reorder, feature confirmation, voice message indication)

 Restrictions / classes of service for IP devices

 Toll restriction by system or by extension

 Call coverage - define how calls to each extension/DID number will be routed (ring-no-answer/busy/Do Not Disturb).

 Music/message-on-hold interface and source

User Interface Features

Automatic Callback –

 Automatically monitor busy/free state of selected extension (internal) or public number (external) Automatic Call Distribution (ACD) –

 Support ability to distribute calls evenly among group members (agents). Provide real-time and historical statistical information among call center members.

Call Forward –

 Redirect calls to extension to alternate answer position. Answer position definable by system (common diversion) or by user (selective diversion) to alternate extension or off network locations (cell phone, home etc.).

5  Ability to program forward selection remotely.

 Allow the number of rings to be selectable before forward on a per-telephone basis by the system administrator.

Call Hold/Call Park –

 Ability to allow a person to place a call on hold (individual) or to put a call on hold (common) at one telephone set and continue the conversation from any other telephone set

Call Log Display –

 Display list of incoming/outgoing and missed call via telephone display (minimum 30 calls per phone). Call ID (incoming/outgoing) –

 Allow ability to allow or block all for user (System) or by user to block individual outgoing call. Call Pickup –

 Allow ability to pick up another ringing extension. Group/Zone; pick up call from ringing extension in programmed group.

 Directed Pickup, allow extension to pick up a call that is ringing at a specific extension number. Call Waiting –

 Ability for second call to be offered to extension with options on whether call is answered or forwarded to alternate answer position.

Call Transfer –

 Transfer calls internally or to external location. Allow call to be transferred announced or unannounced.

 When calls are transferred or forwarded, the incoming caller-ID name and number shall be displayed on the VoIP telephone instrument that receives the transferred or forwarded call. This includes calls that are forwarded on coverage paths and calls that “zero out” from automated attendant or voice mail system. Conference Calling –

 Allow outgoing conference and incoming conference bridging for all users. Provide system capabilities and limitations for conference feature. Include capacity and limitations by system and by site.

 Describe all modes of conference supported; inbound, outbound, web and video conference. DID (Direct Inward Dialing) –

 Route calls directly to the desired extension within the organization without the need for an operator or attendant

Distinctive Ringing –

 Distinguish call between internal call versus external call Group Hunting –

 Group calling circular, selective (most idle) and consecutive (linear) Last Number Redial -

 Allowed by depressing a single key or a few keys, dialing the most recent telephone number dialed at that telephone set.

Least Cost Routing (LCR) –

 Allow selection of outbound communications traffic based on cost. Also known as, Automatic Route Selection (ARS).

 Describe interface with cost accounting, pricing (V&H) and updating of code tables for new area code/prefix.

Message Waiting Notification –

 Provide visual or audible notification of new messages Speed Dial -

 Allow speed dial lists; personal (user/instrument level) and system (common to all users). Allow lists to be programmed either by end user (personal) and administrator (common).

Additional System(s) Features & Functionality

The solution’s IP handset requirements are defined in terms of five generic telephone types: Type I: Standard General Purpose Telephone (single-line)

Type II: Standard Employee Telephone (multi-line) Type III: Executive Telephone (multi-line)

Type IV: Answering Position Telephone (multi-line) Type V: A softphone application

 All Type I, II, III, and IV IP devices shall be from the same model line from the manufacturer. However the solution must be able to support industry standard IP telephony devices from any manufacturer without additional hardware or firmware requirements

 All Type I, II, III, and IV IP devices shall be powered from the County’s existing Cisco POE switches through existing infrastructure cabling. Power shall not be required at the desktop and all IP devices shall continue to operate from the switches’ UPS power in the event of a power failure in the building. Add-on modules may be powered locally at the desktop.

 All IP Type I IP devices shall include a fully integrated 10/100 Mbps (minimum) Ethernet switch with one port that connects the telephone instrument to the wall jack plus at least one additional jack for connection of other Ethernet devices (e.g., desktop computers or printers) to the LAN through the IP telephone

instrument.

 All IP Type II, III, and IV IP devices shall include a fully integrated 10/100/1000 Mbps (minimum) Ethernet switch with one port that connects the telephone instrument to the wall jack plus at least one additional jack for connection of other Ethernet devices (e.g., desktop computers or printers) to the LAN through the IP telephone instrument.

 All Type I, II, III, and IV IP devices shall retain all configuration, programming, and button labeling, when they are disconnected from one IP port and connected to any other properly configured IP port on any County PoE switch. The telephones shall automatically re-register with the VoIP telephone system and resume operation with all configurations, programming, and button labeling unchanged upon power cycling and/or disconnection and re-connection to the VoIP telephone system.

The solution must:

 Support analog devices for all specified locations – without additional hardware costs beyond the BOM (i.e. Faxes, Modems, Credit Card, and Analog System Ports etc.)

 Provide soft phone functionality for office and mobile/telecommuting workforce

 Support existing County headsets ( primarily Plantronics, wireless CS55) Group Paging

 The VoIP telephone system shall provide group paging over all IP speakerphones.

o Allow any IP telephone to be used to make a page over the speakers of pre-programmed group(s) of IP telephones so equipped.

o Describe number of groups the system can support including the number of members allowed in the group.

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o All IP telephones in the group shall have the page audible over the speakerphone, except telephones that are in use or in "Do Not Disturb" mode at the time of the page.

o The County's system administrator shall have the capability to restrict which IP telephones will have permission to do paging over the speakerphones.

 The County is interested in an optional emergency broadcast paging capability to broadcast an audible page to all IP telephone speakers.

 The County is interested in the capability for a text message, followed by optional audible tone, to be sent to the IP Telephone LCD display.

Directory Look Up – IP Station Equipment

 The VoIP telephone system shall provide an integrated directory lookup on display telephones.

 The integrated directory shall include all necessary hardware and software, fully installed, programmed, and configured, so that IP telephone users can view a directory on the telephone display listing all IP telephones at all County locations.

 The integrated directory shall allow users to place or transfer calls to any other IP telephone at any County locations.

 The integrated directory shall be configurable by the administrator to exclude selected IP IP devices at the discretion of the County. For example, selected personnel direct telephone numbers should not be

included in the directory. Call Accounting System

Call Detail Reporting for billing and reporting. Only one (1) Call Accounting System for call detail reporting is required and must serve all locations.

Call Detail Record (CDR)

 CDR shall be collected for all call types. (Incoming, Outgoing, Internal)

 Ability to customize CDR data collection for extensions (by group or specific)

 CDR must conform to standard SMDR (Station Message Detail Record) fields.

 The call record data shall include at the minimum:

o Telephone instrument extension number

o Account code or authorization code (if any),

o PSTN trunk group number

o Date of call

o Start time of the call

o Call duration

o Standard Call Condition codes

o Incoming call phone number

o Outgoing dialled phone number

o Call answer status (i.e. answered by extension, diverted to external, or voicemail)

 CDR data shall be made available via output port using either RS-232-C or IP connection from the VOIP system.

 Specify the storage capacity required for SMDR data Call Accounting/Billing (Extension Management)

Detailed information about the proposed call accounting system’s capabilities must be provided by the vendor. The vendor's proposal shall provide an Entity Relationship Diagram to explain the database structure and relationship.

 System will provide comprehensive and customizable reporting. (billing statements, traffic, extension usage, trunk usage, fraud, directory reports, budget reports)

 Compatibility with Business Objects (Crystal Reports) is desirable. System database will be accessible from other County PC computers or County servers.

 Provide extension information for all extensions, to include but not limited to

o Name of user (directory information)

o Department

o Equipment Type

o Location (building/room) information

o Install/removal dates

o Billing account information

 Provide call costing tables customizable for rates

 Provide ability to add off network services for billing

 Provide ability to bill for work completed/service requests

 Provide data for ANI 911 system

 All additional licensing costs for this capability shall be provided by the vendor.

 The vendor's proposal shall describe whether the Call Accounting System administration is a software product to be installed and operated on a County provided PC computer or server or the vendor provides all the hardware and software.

Voice Messaging System

 The voice messaging system shall have redundancy built into the local hard drive system such that a failure of any single drive would not result in the interruption of service or loss of stored messages.

 The networked voice messaging system shall be administered and operate as a single system with transparent feature operation among all County locations taking into account the redundancy specified in this RFP.

 The number of voice mailboxes (including Automated Attendant boxes and guest mailboxes) shall be at a minimum of 3000 with the ability to expand to 3500 voice mailboxes without additional hardware.

 All costs of expansion will be included in the BOM.

 The voicemail system will be configured with the recommended storage hours for the the stated number of mailboxes. Approximately 150 to 250 hours of storage.

 The number of simultaneous sessions shall be 48 with expansion up to 96.

 Expansion for growth shall allow for increasing the installed capacity without hardware replacement.

 The voice messaging system shall be provided and configured with the capability for automatic, periodic full backup and restoration of all system software, configuration, programming and messages.

 Integration with the County current Symantec Netbackup software for archive voice messaging backup and restoration to backup data to near-line disk and off-line tape(s) is desired.

 The vendor's proposal shall describe whether the voice mail system administration is a software product to be installed and operated on a County provided PC computer or server or the vendor provides all the hardware and software.

 The voice messaging system shall support password protection of voice mailboxes with security features to avoid unauthorized system access via the voice messaging system and unauthorized access by system administrators to personal voice mailboxes.

 System will be capable of accessing reports for user and system. (calling statistics, message statistics, system errors, system usage, traffic)

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o Extended Absence/Vacation greetings, separately stored with no requirement to “record-over” standard greetings.

o Ability to change or record and activate a new greeting from a remote location.

o Message waiting lights for telephones at all sites

o Support mailboxes for field staff that do not have a physical phone, direct line or DID number.

o Support “outcall” cascading message delivery to multiple devices.

o Support “outcall” to paging system

o Support ability for users to transfer callers directly into voicemail, without ringing on the telephone associated with that mailbox.

o Support a minimum number of keystrokes to transfer callers directly into voicemail (e.g., one button to automatically transfer caller into voicemail, the 4-digit extension and a release button).

o Ability to support multiple message waiting lights to one telephone set.

o Exit a voicemail greeting (i.e. “0”) to pre-designated operator(s) per department or individual’s assistant.

o Time and date stamping of voice messages options at user level.

o Broadcast distribution of a single voice message to multiple voice mailboxes with subscriber broadcast distribution lists.

o Allow system and personal distribution lists

o Mailboxes configurable by subscribers aided by embedded voice prompts.

o Features for mailboxes defined by Class of service for subscriber voice mailbox.

o Personal voice mailboxes for all County personnel.

o Message length and storage programmable per subscriber mailbox.

o Number of messages allowed (new/saved) programmable per subscriber mailbox. Automated Attendant – Call Menu Applications

The voice messaging system(s) shall provide automated attendant with the following features at a minimum:

 Main menu and submenus for each automated attendant “tree.” Please define number of choices allowed per menu/submenu.

 The proposed system will include reporting capabilities for usage.

 The Automated attendant trees will utilize a distinct incoming telephone number (DID) for the defined call menu.

 Ability for caller’s DTMF commands to be acted upon immediately during the main or any submenu or prompt (dial-through).

 Automated attendant selections will be allowed to be routed to informational mailboxes, call groups, extensions or external telephone numbers.

 Pre-scheduling of automated attendant trees shall be supported, with different schedules for each tree, for after-hours and holidays so that the appropriate greeting is played and callers are automatically routed to the appropriate menu/recording based upon the time of day and date.

 Calls shall be routed to a pre-programmed “operator” extension when callers dial “0” (zero) for assistance, or when no interaction with the system occurs within a predefined period. The extension for the “operator” for “zero-out” calls shall be different depending upon which automated attendant “tree” the caller is routed from. The appropriate “operator” extension for each automated attendant “tree” shall be programmable by the County’s administrator.

 System Directory to allow callers to “dial-by-name” or “dial-by-spoken word”, to reach County personnel by entering the letters of their last name. It shall be possible for the County’s system administrator to

Automatic Number Identification ANI 911

Detailed information about the proposed ANI 911 system’s capabilities must be provided by the vendor.

 The proposed system must be made available to all county locations.

 The proposed system must provide the correct file format for the local PSAP (Public Safety Answer Point)

 Describe how the PSAP database is updated, automatic, scheduled or manual export of file and upload to PSAP database.

 The proposed system must provide location information for the calling number. Describe how the geolocation of the phone is determined.

 Describe how the location of VoIP phone is registered.

 Describe how end user can update location of phone if user is working from a different location than the one previously registered.

 Describe all limits and issues inherent with VoIP system in regards to 911 service

 Describe VoIP system compliance with FCC Federal Communication Commission and E911.

Part II – Procurement, Installation, Testing and

Commissioning

Upon completion of Part I “VoIP – Design Services for a Unified Communications Telephony

System” and if Larimer County decides to move forward with Part II “Procurement,

Installation, Testing and Commissioning” the final goal is to have a Telecommunication

System and Service Provider that will:

Become a long-term business partner who consistently meets or exceeds Service Level Agreements (SLA’s) as defined in Appendix A, provide periodic technology reviews and updates to the Larimer County Project Manager during post-installation, and provide guaranteed price protection during the phased installation and warranty period.