Module 05 Course Project Beginning Phase
RFP for Phone System
ABCD PVT. LTD. TELECOMMUNICATIONS SYSTEM
Introduction
ABCD Pvt. Ltd. requires an integrated voice connectivity solution for their Thapathali branch.
This is a request for proposal to provide the equipment and services outlined in Section II - System Requirements. ABCD Pvt. Ltd. of Thapathali will award this contract on a competitive basis.
Instructions for Completing the Proposal
The proposal needs to answer all questions listed in Part I - Project Description. Be as brief and accurate as possible. Submit three copies of your proposal.
Proposal Deadline
All proposals must be hand delivered no later than 5:00 PM, Wednesday, MMMM DD YYYY Submit your proposal to ABCD Pvt. Ltd. at the following address:
ABCD Pvt. Ltd.
Street Address
City, Anchal
Attn.: xxxxxxxxxxx
(999) 999-9999
Or
Mail an e-copy to [email protected]
Project Evaluation
Each submittal will be evaluated on a competitive basis against other proposals submitted by other interested applicants.
Meetings between the vendor and ABCD Pvt. Ltd. to review the proposals will be scheduled and confirmed by xxxxxxxxxxxxxx.
Proposal Schedule
The schedule for the Telecommunications System Projects is as follows:
MMMM DD, YYYY Request for Proposal faxed to vendors
MMMM DD, YYYY Proposals Due
MMMM DD, YYYY Project Evaluation Period by ABCD Pvt. Ltd.
MMMM DD, YYYY Meetings with Vendors to Review Proposal
MMMM DD, YYYY ABCD Pvt. Ltd. visits local client provided as reference
MMMM DD, YYYY Contract awarded
MMMM DD, YYYY System is installed and operating
PART I – PROJECT DESCRIPTION
Project Liaison. Designate a contact person who will serve as the liaison between ABCD Pvt. Ltd. and your organization for all matters pertaining to this proposal. Include the person’s name, title, mailing address, direct telephone line, and fax number.
Other Participants and Description of Involvement. Identify and describe any additional parties and services to be involved in carrying out this proposal. Include the person’s name, title, mailing address, direct telephone line, and fax number.
Project Description. Provide a detailed description of equipment and services following the requirements outline format.
Total Cost. Identify the total cost with a breakdown by activity and equipment. This should be provided in the form of an Excel spreadsheet by outline activity (i.e., 1.1.3 = $ ###.## or 1.1.4 = included).
Project Management Plan. Provide a detailed and consolidated description of how your organization plans to manage the installation and maintenance of the service that is being proposed.
Project Start Date. Describe steps taken to ensure a start-up date which will allow you to complete the project on time. Describe the expected availability of equipment and personnel as of that date to support the proposal.
Additional Benefit to ABCD Pvt. Ltd. . Describe what the applicant proposes to perform that will especially benefit the system users and/or make the proposal stand out from other applicants. This may include outstanding features of the system, integration, guarantee project timeliness, etc.
PART II - SYSTEM REQUIREMENTS
| Phones | |
| Console | |
| Display | |
| Standard | |
| Total | |
| Switch | |
| Voice Mail | |
| Total ports | |
Telephone System
PBX Switching Equipment
The proposed PBX shall be a stored program system, with a fully digital switching matrix and program control.
The proposed PBX shall have a digital CPU capable of no less than 500 Busy Hour Call Attempts to handle projected call volumes
The proposed PBX shall have the ability to “field upgrade” the system processor to support Computer Integrated applications.
The PBX system, as configured and proposed, shall be capable of “virtually non-blocking” communications, capable of 400 simultaneous conversations.
The proposed system shall have demonstrated support for industry standard interfaces including TSAPI and TAPI
The proposed system should support LCR
The proposed system should include remote system administration capability
The PBX switching cabinet should provide for physical security
The administrator console, if external to the switch, will be provided by the vendor complete with software
The proposed system shall have intercom capability (user/group programmable voice/ring)
Speed dial capability of 300 system numbers that are not affected by user speed dial
Conference call capability, internal/external mixture, 10 parties
System must comply with ICM/Q.SIG standard for international expandability
System shall provide digital audio interface or music/advertisements on hold
Optional second channel for background music
Attended console
Digital instrument with digital display
Programmable BLF/DSS keys. Ability to support 100 programmable keys
Telephone Station Equipment
Except for Analog/Fax/Modem ports, all station equipment should be digital to the station desktop
Station equipment should be modular and support the addition of headset adapters and PC dialing interfaces (TAPI) as required (up to all stations)
Conform to industry standard interface as defined by Plantronix
The existing installed Plantronix headsets devices should be reusable
Display equipped stations should have the ability to display ANI and DNIS information and alphanumeric identifiers, date and time, internal caller ID, message quantity, and queue status
Digital telephones shall be configurable to support ACD functions via software/configuration changes
The following telephone equipment station should include, but not be limited to:
Plentiful keys for telephone lines and special features to include:
Variable volume control
Do not disturb capability
Follow me functionality
No less than 4 programmable buttons for speed dialing
Visual indicator for voice messaging that provides one touch access
Ability to handle three incoming lines
Ability to handle three way conferencing
Two-way speaker for hands free operation and speaker button
Mute capability for conversation privacy
Automatic re-dial capability
Pick-up capability
Transfer and Hold as separate functions
Headset button and mute button
Modular capability to support asynchronous data transfer
Non-proprietary interface
Voice Messaging/Call processing Server
The voice messaging/server shall be manufactured by the PBX manufacturer
Voice messaging server must provide digital integration
Minimum of 32 port capacity
System failure should default to attendant console
System must have a minimum of four-tier decision tree on auto attendant main menu
User recordable system prompts
Software for both messaging and call processing/automated attendant/audio text shall be included in the proposed configuration
System software programmable for the following features shall be included:
Call forward
Pager alert
Fax on demand
Multiple follow me
Forward to group
Ability to add message header
Ability to save messages to a separate space
Five programmable message greetings
Busy greeting
User selectable date and time stamp
Call recording capability
Multilingual prompts and TDD support should be available as optional features
Optional message queuing, camp busy
Message exchange or “networking” shall be included in each voice mail processor proposed
Message transfer between identical vendor voice messaging (option for transfer to alternate vendor voice messaging)
System administrator
System shall provide on-board reporting capability for usage (bill back reports), call processing applications, and security
Additional administrator functions to include
Number of messages per box
Message roll-over by time and/or quantity
Variable message length
Remote administration
Message mailbox security shall include (at a minimum)
Variable password length
Minimum password length
Encrypted password storage (on disk)
Message retention for locked mailboxes
Configurable logon attempts (“Hacker lock”)
Industry standard hard drive capable of 50 hours of storage (minimum of 10 hours for Los Angeles)
Programmable backup feature using industry standards
UPS/Power backup
Minimum 2 hour power backup for each switch proposed
Serviceability
Warranty service is to include 24-hour support, 7 days per week
Remote maintenance and repair capability
Response time
Critical function turnaround not to exceed one hour
Emergency turnaround not to exceed 4 hours
Standard turnaround not to exceed 48 hours (2 business days)
Lock contract for a five year maintenance agreement cost
Define coverage for in-house administration
Major/minor alarms should be automatically reported to the Vendor Customer Service resources without manual call (via an automated process)
Revision upgrades due to system usability to be at no cost and to include training
System should have an administrative/maintenance management interface. Interface should provide for the following:
Customer moves, adds, and changes to site equipment. The ability to make these changes shall be available during the warranty period
System should have multilevel security
System should provide for management of LCR tables/updates
System should provide for remote maintenance/management with appropriate security
System reporting should be industry standard data format
Applications
Automatic Call Distribution (ACD) software shall be included for a minimum of 15 agents
Real time display of ACD agent status is required
Customized reporting of ACD events for agents, trunk, and call events requirement for a minimum period of 7-14 days (historical)
Add-On Equipment
CTI Application Server
In addition to TAPI-based desktop control, vendor should demonstrate a server based CTI system capable of skills based routing
Server shall communicate with intelligent PC/Agent workstations to provide a GUI interface or queue status and permit “on the fly” redirection or reservation of calls in queue
Vendor to provide a packaged service solution including long distance services, digital and voice
Demonstrate capability to support worldwide franchise locations, with both voice and data
Development of package models to support franchise network including the disposition of current equipment
Facilities
Facilities requirements shall be determined by a site review of each facility. The following elements should be estimated on the assumption that existing station and LAN cable will be reused and that the vendor will “tone and tag” equipment for re-use. New cable to existing sites will be negotiated following the site review.
Environmental considerations to be define on initial site inspection
Convection cooling preferred. If not, provide yearly environmental costs
Negotiated price for additional cabling will be frozen not to exceed contract price
Additional requirements
System life cycle upgrades
Training provided at no charge
Upgrade schedule not to exceed specified contract cost
Training
Provide training for two system administrators. Training package to include any follow up training
End user training (system and voice messaging)
Provide training beginning one week prior to system cutover
Provide training for a minimum of two weeks post system cutover or until 90% of the users are trained
Documentation
Two sets of full system administrator manuals
End user voice messaging and system manuals as required over the system life cycle
Installation
The voice messaging shall be in-house a minimum of 5 days prior to cutover for the following purpose:
Programming/recording of system prompts
Developing of main menu
Set up and installation of user mailboxes
Voice messaging shield during system cutover
System cutover not to exceed 48 hours. Cutover to begin on a Friday at 18:00 hours
Current telephone equipment
Broker by incoming vendor.
Our current long distance provider is xxxxxxxxxxxxxxx.
