FINANCIAL SERVICES BOARD

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FINANCIAL SERVICES BOARD

BID FSB2015/027: UNIFIED COMMUNICATIONS AND COLLABORATION SOLUTION QUESTIONS AND ANSWERS [VERSION 1-FINAL VERSION]

UNIFIED COMMUNICATIONS AND COLLABORATION SOLUTION

The following questions were received by the Financial Services Board (FSB) on bid FSB2015/027 and are responded to accordingly:

NO. QUESTION RESPONSE

1. Paragraph 4 sub Para 4.1.13 and 4.1.14

What content/info is required on the Wallboards?

Information such as calls on hold, calls answered, calls dropped, etc. especially on service desk calls.

Is it System Management Information or Multi Media info? Is it System Management Information or Multi Media info? System management is also included

2. How many IP handsets do you currently have? See ANNEXURE A

3. Do we need to quote on additional Samsung IP Handsets?

The Service provider must propose a solution that will meet the set requirements. The FSB prefers a solution that will leverage or consider the current telephony (Headsets, etc.) investment.

4. How many Mobile licenses do you require? None

5. How many Soft Phone licenses do you require? 10

6. How many call centre wallboards / TV’s are required? The call centre solution is not included in this bid but the ability to report on call statistics (calls on hold, calls rejected, etc.) for the service desk. Existing TV Screens will be utilised for wallboard display.

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7. Do you require headsets (Cordless or Corded)? 10 (5 cordless and 5 corded).

8. Do you require any DECT/ Wireless Handsets? The FSB would like to leverage on existing DECT handsets as in ANNEXURE A.

9. Do you currently have POE switches in place for the current IP handsets?

YES, HP 3500 yl.

10. Do you currently have CAT5/6 cabling infrastructure? CAT 6a.

11. Should we quote on new switches and cabling? If the service provider does not recommend current switches, the service provider can provide a quote for new switches. The FSB would like to leverage on existing switches.

The current switches have at least 30 POE ports available on each floor.

Cabling to new Wireless Solution (Access Points, etc.).

12. Please advise on which social media services you would like to integrate: (Out of the box integration with external social media services.)?

(Out of the box integration with external social media services.)?

No social media integration at this stage.

The FSB would like to have a solution that will have the social media capability enabled.

13. Breakdown of Hard phones and Soft phones required See ANNEXURE A for existing Hard phones. The FSB requires 10 softphone licences.

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10 Headsets (5 Cordless and 5 Corded)

14. Breakdown of Hard phones per model See ANNEXURE A

15. Audiocode gateway Models Median 1000

16. Current Microsoft Licenses and versions MS Windows Server 2008 R2

(Datacenter/Enterprise/Standards), Windows 7 (Professional/Enterprise)

17. Please confirm that the proposal should be for 550 Voice users and 400 IM users

550 Users - IM/Presence/Voice 50 Users - Recording

5 Attendants

1 Video conferencing room.

18. Please specify the SLA type required , (8hrs x 5Days a week; 24hrs x 7 days a week)

8hrs x 5Days a week;

19. Recording that’s required, please confirm if it is for voice and media

Voice and Video Conferencing room(s)

20. Could you please provide us with your current billing as we would like to assess your current rates in order to be able to quote on a cost effective break out. (e.g. Telkom bills, Nashua, Alcatel Bills)

CALL TYPE PEAK COST OFF PEAK

COST

Mobile R0.80 R0.80

Local R0.28 R0.28

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On- Net R0.16 R0.16

21. For the 550 users in the new solution, please can you provide a breakdown for the following:

a. Number of Operators (receptionists) 5

b. Number of Boardrooms Video Conferencing solution to be installed only in one

boardroom

c. Number of Meeting rooms Not in scope for video conferencing.

d. Number of Cordless phones 5, See Annexure A.

e. Number Mobility users (e.g. Using a cell phone as an extension within the system through a mobile app)

None

f. Number of wireless headsets 5

g. Number of recording mailboxes (will determine amount of storage capacity on hosting Server)

50

h. Number of digits for internal dialing i.e. 3 or 4 digits 4

i. Number of Fax Ports for the new system (currently 32, however do you require more?)

No

22. Do you have any SBC’s (Session Border Controllers) in your current environment? If so, how many?

No SBC Deployed.

23. Does your new Fibre solution provide SIP breakouts? No Fiber but Diginet links

If so, which is your SIP provider? Electronic Communications Network, a division of Nashua ECN (Pty) Ltd and Internet Solutions, a division of Dimension

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Data Limited.

24. What is the current speed of your Fibre solution on the breakout as well as the inter-connect between both offices?

No Fiber but Diginet, 512K ECN and 1MB IS

25. Would we be able to set QOS (Quality of Service) for voice breakout as well as video breakout?

Yes

26. What firewalls do you currently have in place and will we be able to open the relevant ports for voice and data traffic to pass through?

Cisco ASA 5525, Checkpoint 4600. Voice and video traffic can be allowed.

27. We would require 3 different IP Ranges to cater for 550 IP addresses for the 550 phones. In our solution we are going to propose 2 options, one is using VLANS and the other will be DHCP with 3 scopes. Please advise which you would prefer?

The service provider must propose the solution that will best fit the requirements. The FSB will not prescribe which option in this regard.

28. For the Visual Boards, please advise what you would like to be displayed i.e. call statistics, call groups, etc?

Call statistics to be used by the Service Desk.

29. How many simultaneous 100 call conference sessions for voice or video do you require?

Less than 5.

30. Which languages do you require in reference to 4.10.4 in the document?

South African Languages

31. As briefed, there will be 2 datacenters. We would like to have equipment placed in both datacenters for redundancy. Will this be possible?

Data Center Redundancy is not in scope of this phase. The solution must have the capability of extending the UCC services to the DR data Center when required.

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32. We would also require 2 Windows Servers for our software. One for production and the other for live redundancy in the other datacenter. Would your IT provide this infrastructure based on our specifications in our proposal?

Yes

33. For first line support, how many individuals would you like us to train?

7

34. Please confirm the number of users? 550 was mentioned, please confirm.

Yes, 550.

35. Will there be option for Virtualisation? Or does FSB require Physical Appliances

Server Infrastructure is virtualised on Hyper-V. The FSB prefers server virtualization.

36. What amount of users will be looking at using IM/Presence functionality?

550

37. There was mention of an outsourced Call Centre at the briefing. Is there a requirement for an in-house Call Centre at a later stage?

Yes at a later stage but not in scope.

38. Recording for 50 users – is this only on video side or voice as well? If yes for voice – is FSB looking for advance call recording or just standard?

Standard for voice and video.

39. Point 4.1.1 of Solutions Requirements makes reference to the replacement of ISDN VC with IP based VC– Please clarify the following:

a. What capacity MCU is required (i.e. how many video conferencing systems need to be in a multi-party call)?

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b. What call quality at this capacity is required? i.e. 1080p/720p/480p/SD

1080p

c. Please confirm how many video conference calls need to be recorded concurrently at any given time?

Less than 5

d. How many room endpoints are required? 2

e. What additional equipment needs to be replaced with the endpoint room systems?

No additional equipment.

f. How many PRI lines will be required to integrate to ISDN Gateways (for Video Conference System use only, not voice)

The Service provider must propose a solution.

g. Can we please have pictures of the room where this VC system is required

The service provider can request access to view the room from the FSB.

40. We require a few more detail regarding the requirement to be able to quote accurately, kindly find details below: 4.6 UC&C system

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• Number of UC&C users required 550

• Number of boss/secretary o Boss

o Secretary

100

Number of softphone users:

a. PC 10

b. Mobile phone None

4.2 & 4.3 Total number and type of trunks required

4.1 Call Centre: 1. Number of agents 2. Number of supervisors

No Call Centre

Inbound (Y/N) 1. Voice 550

2. Email 550

3. SMS 20

4. Social Media Only the capability is required. No integration required at the stage.

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Outbound: (Y/N) 1. Type of dialler required 2. Description of integration

required.

No Dialer Required

Call recording: Extension or trunk side recording. The service provider must propose a solution.

4.1.13 Number of wall boards required The solution will utilise existing wallboard screens.

41. Page 11 of 20, point 4.1 “General Requirements” Can you confirm the total amount of extensions/users that forms part of this tender (During the briefing we were told 550 users total, is this the correct?)

Yes, This is correct.

42. Page 11 of 20, point 4.1.10 “Infrastructure scalable for expansion” Could you please indicate what growth in users you are expecting on this number (As we were told that you have a second building which is also going to form part of your infrastructure) We just want to ensure that we give x % for potential growth as part of the solution’s architecture

10% per annum

43. Page 11 of 20, point 4.1 “General Requirements” Could you please supply us a breakdown of the current users specific to :

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b. How many meeting rooms Not in scope

c. How many Boardrooms 1 video Conferencing room

d. How many Training rooms N/A

e. How many managers & PA’s/Secretaries 100

f. How many Back Office users Back Office will have the same functionality as standard users

g. Any other user/function type that is not contained in the above mentioned definition (Security office, Guard house)

These will have the same functionality as standard users.

h. In your Power Point briefing you mentioned 50 users that needed to be recorded. Are these 50 users made up of the user type we defined in point 3 section a – f above

Recording will initially be for voice and video conferencing.

44. Page 11 of 20, point 4.1.6 “Multimedia recording and tagging” Could you please confirm if all media (Voice, Video, SMS, E-mail, Web Chat etc.) needs to be recorded?

The FSB requires the capability but only Voice and video will be recorded as part of this bid.

45. Will FSB be able to provide us a high level diagram showing the current infrastructure and links as described

Architecture diagrams will not be provided for security reasons.

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in your Tender Bid Document (Page 3 of 20) in relation to the two existing Data Centres that you are running from? 46. Could you please clarify what the Twin Peaks regulatory

model is and how this should relate to the tender bid response?

The FSB will be required to regulate market conduct and the ability to integrate with internal business applications such as ECM (Open Text), ERP, etc. will enable contextual collaboration throughout the organization.

47. Page 12 of 20, point 4.1.14 “Cater for multi display wallboards for various business units” How many wallboards are required per business unit. How many business units are there?

Two (2) wall board screens exit for ICT operations only (Service Desk)

48. Page 12 of 20, point 4.1.14 “Cater for multi display wallboards for various business units” Do we need to supply the hardware that will be connected to the system enabling the wallboard to display the relevant information OR will the FSB provide such hardware?

The FSB will provide on its standard hardware.

49. Page 14 of 20, point 4.5.9 “Message storage and archive capabilities” Please indicate for how long messages needs to be stored for and archives kept by the FSB as this would directly impact the size of solution we decided on ?

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50. Page 15 of 20, point 4.7.4 Could you please clarify with an example what is meant with “Web collaboration via editing of documents”?

Ability to view and edit documents through an active web collaboration session.

51. Page 11 of 20, point 4.1.6 “Multimedia recording and tagging” Could you please provide us with insight as to how many client interactions (inbound and outbound Voice volumes, E-mail, Fax and SMS volumes) you have per day, per week or month ? This volume would give us an indication of the size of system/solution you would require.

Outbound – A Peak of 15 Concurrent sessions. Inbound – 3 ISDN PRIs

Email – N/A

Fax – An Estimate 100 faxes per day. SMS - 50 SMS’s per day.

52. During the briefing session we were told that your current CRM “Customer Relations Management” system is an in-house developed web based system. Could you please advise on what database platform this system runs i.e. SQL, Oracle

Ms SQL Server

53. Page 16 of 20, point 5.1.7 Could you please advise what your operating hours are i.e. Monday – Friday, 08h00 – 16h00 and if you would only require support during business hours or would you require a 24 x 7 x 365 support agreement.

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54. Serial numbers of the current Audiocodes and Quintum Gateways.

Aduiocodes: Unknown, item purchase in 2008.

Quintum Gateways: 00-30-E1-01-31-E8 AND 00-30-E1-01-33-3B

55. Would you like redundancy built into the solution in terms of PSTN termination?

Not required.

56. Would FSB procure its own Server Hardware? Yes

57. Would FSB procure or upgrade software under its own EA agreement?

Yes, only Microsoft software.

58. Is the site, meaning both buildings; POE ready? Yes, all switches are POE ready.

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ANNEXURE A

IP Desk phone 8082 (5 devices)

• Touch screen

• SIP NOE (Alcatel-Lucent

proprietary SIP)

IP Desk phone 8028 (96 devices, including attendant sets)

• Alcatel-Lucent IP protocol

• Used for enhanced features like Boss/

Secretary

Polycom Audio Conference (IP 6000) (7 devices)

• Generic SIP protocol

IP Desk phone 8012 (355 devices)

Attendants (4 devices)

• 4059EE IP

• PC based soft application

• For audio it makes use of an IP Desk

phone 4028

• When the attendant logs off the 4028

becomes a normal IP phone

Mitel (70 devices)

• Mitel 5215 • Mitel 5212 • Mitel 5220 • 3COM 3500 Rightfax (1 device) • SIP fax

• Makes us of an ‘External SIP

Gateway’ configuration on the OXE

• T38 SIP Fax protocol

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prefixes’ towards the fax from the OXE