Questions
Request for Proposal RFP# ELCMDM2016-03 for Phone Service Maintenance and Support for Miami-Dade and Monroe Counties
Please be advised all questions are keyed as submitted:
1. Q: Are you will considerate on this bid any hardware/ to run data drops? ANSWER: No.
2. Q: What is the length of the fiber cable?
ANSWER: Estimated 500’ to 1000’ inside the building spanning multiple floors; external would require measurement
3. Q: What is the location of the start and end point of the fiber cable?
ANSWER: Beginning in Meter room on first floor, up to the fifth floor, and into server room.
4. Q: What is the connection of the ISDN PRI (B+D Channels) and what will it be used for? ANSWER: Just support/maintenance for existing hardware
5. Q: The RFP is written for “phone service maintenance and support” is there an existing on premise phone system supporting the Polycoms that the respondent is quoting just maintenance and support for? Or is this for a replacement Hosted/Cloud Unified Voice Communication as a Service RFP?
ANSWER: ISDN channels are used for redundancy
6. Q: Define whether the $280,554 is inclusive of Telecom Fees (not taxes due to the non-profit status?)
ANSWER: No taxes, yes telecom fees are included
7. Q: Does the Early Learning Coalition of Miami-Dade/Monroe, Inc have an active DR14 certificate to support the Tax-Free environment?
ANSWER: Yes
8. Q: Is the $280,554 inclusive of any and all necessary non-recurring Professional Services for installation?
ANSWER: No.
9. Q: If question 4 is yes, are the necessary Cat5e jacks in place and certified to support the Polycom phones-all types-phones-all phones-phones-all locations?
ANSWER: Yes.
10. Q: On page 2, section 1.2, second paragraph, can the term “other criteria” be defined further?
ANSWER: The ELC will consider other criteria such as what is in the best interest of the coalition and the community.
11. Q: Page 5, section 2.10, first paragraph, can you define who will be represented on the “proposal evaluation committee?”
ANSWER: Evaluation Committee includes (subject to change based on availability of Evaluators):
Janio G. Garcia Carlos Valdes
Harry Valdes Hubert Cesar Illeana Vallejo Cone of Silence
All parties to this solicitation shall be bound by a “Cone of Silence” surrounding solicitations and prohibitions against ex-parte communication. During the Cone of Silence, respondents to this solicitation or persons acting on their behalf may not contact, between the release of the solicitation and the end of the seventy-two (72) hour period following the agency posting the notice of intended award, excluding Saturdays, Sundays and state holidays, any of the following: (a) Coalition board members; (b) any Coalition staff; (c) any proposal evaluation committee members; and/or (d) any member of the executive or legislative branch regarding any aspect of this solicitation.
Respondents directly contacting board members, staff, or proposal evaluation committee members risk disqualification of their response from consideration. Written communications are allowable at any time, but only if addressed to the designated contact person.
12. Q: Under “Specifications,” item 2, it is identified that “wiring drops” are to be included in the support and maintenance for the 250 “310 Series”: Polycom, VVX Handsets, however it is not stated on the 100 “500 Series” is there a reason or is this an error?
ANSWER: All phones are currently wired.
13. Q: If the respondent is to support the “wiring drops” please define further what that needs to include; patch panel, jack plate, Cat5e or Cat6 etc.
ANSWER: Cat6 cables.
14. Q: Is Early Learning Coalition using Power over Ethernet (PoE) switching or Power Bricks/Injectors?
ANSWER: Power over Ethernet.
15. Q: If using PoE, please provide the switching manufacturer, model number, port quantity per switch.
16. Q: Is it necessary to provide/propose support and maintenance the Local Area Network switching infrastructure? If not, who is supporting the switches and switch port management?
ANSWER: ELC MIS manages switches internally.
17. Q: Is there a Voice and Data Network Map? If so, can you please provide the Visio
ANSWER: Only awarded vendors will receive copies of the Data and phone mapping for security reasons.
18. Q: Is ELC requesting a new 100mbps fiber connection for internet/phone to be installed or simply the support and maintenance of a newly installed 100mbps fiber connection?
ANSWER: Because our services are bundled, if a new vendor is awarded the contract they will be required to replace and support the lines.
19. Q: When is the existing 350 Polycoms and Internet supported on today?
ANSWER: The hardware is supported daily.
20. Is there a Firewall in place that is supported, monitored and maintained? If so, please provide details.
ANSWER: Yes a firewall is in place and only awarded vendors will receive access to it or information about it for security reasons.
21. Are any of the 350 total phone remote user phones or are all phones located at the 2555 Ponce De Leon Blvd, Suite 500 Coral Gables, FL 33134 location? If not, please define what models are remote users, quantity of remote users and where remote users are located.
ANSWER: Phones are in place at headquarters; as well as in multiple centers throughout Miami Dade and Monroe with new centers opening over time, including but not limited to:
2555 Ponce De Leon Blvd Suite 500
Coral Gables, FL 33143
South Service Center
The Centre at Cutler Bay Condominium 18951 SW 106 Ave.
Unit B-208 Miami, FL 33157
Central Service Center United Way Building 3250 SW 3rd Avenue Miami, FL 33129
North Service Center Golden Glades Office Park 1515 NW 167th Street, Suite 320 Miami Gardens, FL 33169
Upper Keys Service Center Pink Plaza
103400 Overseas Highway, Suite 232
Middle Keys Service Center
Co-location with Keys AHEC, Gulfside Village 5800 Overseas Highway, Suite 36
Lower Keys Service Center Professional Plaza
1111 12 St., Suite 206
22. Q: Does this RFP exclude the need to quote any services/maintenance or support for the existing InContact Cloud Hosting for Call Center: 26 Phones, with 60 agent licenses? If support is required, please define whether this is an integration support or a hosted Agent support.
ANSWER: Hosted support; respondents to this RFP may have to contract with Incontact.
23. Q: Are the InContact Call Center agents using any of the 350 Polycom phones listed in the items 1 and 2?
ANSWER: All call center agents are ELC employees, all use Polycom units.
24. Q: Are there ISDN PRI (B+D Channels) today and if so, how many B Channels? What are the PRI’s used for? What do they terminate in now and will that be retained? If retained, will support and maintenance be needed of that device? If PRI is needed NFAS or no-NFAS?
ANSWER: No PRI’s. We have a fiber connection.
25. Q: Item 7 under Services to be Rendered: Hosting of additional lines: Warm Lines, Key West, TTY, and Directory Listing, 911. Please define further the term “additional lines” are these copper POTS lines or are they Direct Inward Dial lines that are supported through the Hosted or premise-based existing system/s?
ANSWER: All lines hosted, each uses a different DID.
26. Q: Do you require TTY support? If so, do you need TTY devices included in this support and maintenance proposal? Also, if needed and existing, please provide the TTY device manufacturer, model number/s and
quantities. Also needed will be if these devices do not reside on the same Local Area Network as all 350 phones.
ANSWER: We do not require TTY support for this RFP.
27. Q: Item 9 under Services to be Rendered: please define the term “Virtual PBX” as that is a broad term for many Hosted and Premise-based systems. Define the full feature needed and quantities of users if not the full 350.
ANSWER: Is a part of Incontact solutions, it’s our reference to the cloud based solution where we are not dependent on a local PBX device in the building for our phone services.
28. Q: Item 9 under Services to be Rendered: Define Call Screening (Know who is calling before you answer the phone) are you requesting Calling Name and Number delivery or are you requesting a link to an existing CRM tool the ELC has in place? If CRM, please provide details to the CRM, name, manufacturer, type of expected integration.
ANSWER: Name and Number Delivery.
29. Q: Referencing “Call Monitoring and Call Recording” is ELC requesting this service be provided beyond the 26 phones/60 agents within the InContact solution? If so, will all 350 require this feature?
ANSWER: We do not have a CRM tool. We only require Name and Number Delivery.
30. Q: If Call Recording is being requested for all users outside of the InContact solution, please define necessary “retention policies” that ELC is looking for. Storage, retention timeline, accessibility.
31. Q: In reference to “Minimum Performance Standards of the provider,” “After hours answering (messaging.) is ELC referring to a Help Desk NOC support to answer ELC calls for support/maintenance after hours? Is ELC referring to the need to include and After hours “live-body” answer service support/maintenance or is ELC referring to a Time of Day routing for the Auto Attendant to support voicemail messaging after hours? Please define.
ANSWER: Voicemail messaging after hours.
32. Q: In reference to “Minimum Performance Standards of the provider,” “24/7 uptime (with a 1% or 2%) down time allowable, if it is determined that the outage is either the fiber connection of InContact and not the local switches? Please define if this is in reference to a Voice SLA and excluding the fiber and InContact or if it is inclusive of the fiber and InContact.
ANSWER: Inclusive of Fibre and Incontact.
33. Q: Is the InContact contract included in the $280,554.00?
ANSWER: Yes, it is included.
34. Q: What is a warm line?
ANSWER: Warm line is our term for a line which clients can call for answers to questions regarding special needs children.
35. Q: Is there an ongoing contract with incontact.com? ANSWER: Yes, it is a subcontract with our current vendor.
