Berks County Intermediate Unit

VoIP Enterprise Communication System

May 26, 2017

Pursuant to Section 1.6 of the Berks County Intermediate Unit’s VoIP Enterprise Communications System Request for Proposal, this Clarification #2 answers questions from service providers without making changes to the Request for Proposal. Addenda and clarifications are posted on the RFP website (http://www.berksiu.org/uc).

All questions below are in their original format and the text has not been modified. The answers reflect our best-effort to discern the intent of the question, and answer accordingly.

Items addressed in this Clarification are as follows:

1. Q: Please explain point no 4.3.8.

A: Section 4.3.8 requests information about the capabilities of a vendor’s software management tool(s)to monitor the application software for softphones. Describe the capabilities of yourinterface, for softphone and mobility usage both on and off the BCIU network. Specifically, monitoring and reporting capabilities (e.g. of userdirectory, call detail recording of all inbound and outbound calls, performance, system alarms, etc.).

2. Q: Page 16 references 4 DID Trunks and 10 blocks of DIDs from Frontier for Site #1. Are these analog DID trunks and is there the potential to convert/port them to a PRI?

A: Section 4.3.10 specifies the requirement for 3 PRI's at Site #1. Two exist; the third PRI would replace the 8 CO lines, 4 DID trunks.

3. Q: Page 17, first bullet point states you have 7 primary office buildings and 14 satellite facilities. How many sites do you want equipped with site survivability (with PSTN dial out option and the ability of phones to call each other even if their WAN connection is down?)

A: Refer to pages 15-16; description of current site capabilities and failover.

4. Q: Page 17, first bullet point states you have 7 primary office buildings and 14 satellite facilities, however on Attachment 3 there is only a total of 20 locations.Please confirm number of locations.

A: The number of satellite offices is now 13. “Attachment 3” is correct, there are 20 total locations; 7 primary and 13 satellite.

5. Q: On 4.3.27, are you looking for dial by name to be included initially or just for the system to have this ability by adding licenses?

A: Dial by name (corporate directory) is to be available on all endpoints (Phones, Softphones, Mobility) that are deployed initially and in the future.

6. Q: On 4.3.36, how many users require the call recording functionality? Is it just for the 75 agents? Also, are you looking for station side, trunk side or just the ability to initiate recording to voicemail?

A: The requirement for call recording could potentially include all calls. We are asking vendors to provide options for trunk-side, station-side and on-demand and pricing for those options.

7. Q: On 4.3.30, could you clarify what Exchange Online is?

A: This is the version of Exchange that is part of our Office 365 Tenant. This is hosted by Microsoft in the cloud and not on premise.

8. Q: On 4.3.39, for the Mass Communications, roughly how many endpoints will require notification?

A: This number will vary, depending on the need and situation. There are currently 2,069 contacts in Blackboard Connect; this number is not static. In the past year, there were 76 outreach messages, 90 emergency notifications and 140 attendance requests for a total of 306 unique requests which went to 31,643 phones. Our current solution includes message types which send updates and emergency alerts through emails, phone calls or text messages. Alerts might be generated to as little as a single recipient or to everyone.

9. Q: Please explain the feature/functionality of the Contact Center requirements. I believe you are just using Basic ACD from the Nortel today, no enhanced functionality.

A: We currently use basic ACD with supervisor agents, display queue status and reporting. We require a solution which provides for a functional equivalent or better. Reference Clarifications - Document #1, Question 1 (ACD Questions) on the RFP website http://www.berksiu.org/uc/

10. Q: For the softphone and mobility users, will they be additional users or users who also have a desk phone? Certain license packages include these features.

A: The quantities in the “Attachment 2 - Pricing Spreadsheet” are estimates. A yet to be determined number of users may utilize both a softphone and a desk phone.

11. Q: Attachment #2, Base proposal tab, you note a requirement for 5 Bluetooth Phones? Are these just Bluetooth handsets? Please clarify.

A: Yes. The quantities for Bluetooth handsets in “Attachment 2 – Pricing Spreadsheet” are estimates.

12. Q: On Attachment #2, Base Proposal tab, are we to just price out the rows with estimated quantities for comparison? Also, are the items without quantities considered optional features or required features that should be included in the base quote?

A: In short, yes. We would like to see pricing, based on the estimated quantities. For the second part of this question, if this is referring to the “Base Proposal Itemization” tab then yes, these are the required features and pricing should reflect inclusion of any and all items. Additional features of a proposed solution should be added on the provided lines or Notes section.

13. Q: What is the current Serial number or Switch ID of the existing Nortel system?

A: Site #1 Site #2

NT Corporate ID: 18110000 NT Corporate ID: 18110000

NT SDID: 10147724 NT SDID: 10354986

SDID: D25E70004698E689 SDID: AF5E70074C6FE389

Security Device Type: NT_STD Security Device Type: NT_STD

System Serial Number: 73110 System Serial Number: 318811070

14. Q: Is it possible to provide an unprotected RFP document to make inserting answers and diagrams easier?

A: No. On 5/17, we posted a Word 2016 version of the RFP which is in a template format (.dotx). This was done to allow for collaborative efforts which was not available in the previous version of the posted document (Word 97-2003). For a variety of reasons, we will not be posting an unprotected version of the RFP. If additional documentation (diagrams, etc.) is required, this can be included with the proposal.

15. Q: On 4.3.20, Short List vendors are required to gather the data base. This is a requirement prior to an Award? If we know the station count, our Implementation will cover all phones at all locations. Is this sufficient?

A: Section 4.3.20 states that it is “required”. This section references information that the vendors might need to submit a Best and Final Offer, after the vendor presentations on June 15/16.

16. Q: On 4.3.41, what is the count of fax ports required?

A: 8 fax ports with the ability to add ports if needed.

17. Q: Section 4.2 Page 16: Is the PRI Fail over for inbound calls handled through the PRI provider or your PBX?

A: The PRI failover for “inbound” and “outbound” calls are handled differently. The inbound failover is provided by the PRI provider. To further clarify, if the PRI's are down at Site #1 the provider automatically fails over and routes inbound calls over to the PRI at Site #2. The Site #2 system then routes those calls to the endpoints at Site #1. Outbound call handling for a PRI failover at Site #1 is handled in this fashion: Site #1 automatically routes all outbound calls through Site #2 from the PBX.

18. Q: Section 4.2 Page 19: How does your current PBX do network monitoring through the analog lines?

A: We use Telephony Manager to monitor the Option 61 for all system alarm events (Site #1). Our system admins will receive email alerts for any system event or alarm.

19. Q: Section 4.2 Page 19: Can I get an explanation of “MARP” Multiple Appearance Ring Prime and how it is used on your current PBX?

A: A DID number or internal extension can be programmed on multiple phones. However, it follows the programming of the TN (Terminal Number) to which it is MARP'd.

20. Q: Section 4.2 Page 19: Can I get an explanation of “MCN” Multiple Call Ringing Key and how it is used on your current PBX?

A: “MCN” is Multiple Call Non-Ringing Key. This question incorrectly references “MCN” as Multiple Call Ringing Key. Our current system has MCN functionality, but we do not use it. We do use MCR (Multiple Call Ringing Key). The MCR key is a DID number or internal extension that can be programmed on multiple phones. Example DID number or extension is present (has a key) on 6 phones. That number could receive 6 simultaneous calls before it follows the TN to which it is MARP'd. This feature is utilized in two departments through Site #1.

21. Q: Section 4.2 Page 19: Can I get an explanation of Message Cancel Key and how it is used on your current PBX?

A: It is used to cancel an express voicemail message that is sent to a user’s mailbox.

22. Q: Section 4.2 Page 20: Can I get an explanation of the SCN “Single Call Non-ringing Key” and how it is used on you current PBX?

A: In our environment, this is a DID number or internal extension that can be programmed on multiple phones but does not ring. For example, a user could have their phone programmed with another extension that would allow the first user to either pick up the second users call(s) or determine if the line is in use.

23. Q: Section 4.2 Page 20: Can I get an explanation of the Enhanced 911 address for the end points?

A: The addresses are referenced in “Attachment 3 - BCIU Locations”. All addresses and numbers are registered with the Berks County 911 call center. Each endpoint has a CLID Entry (Calling Line ID) associated with it. When any endpoint dials 911 the associated number for that location is sent to Berks County 911 dispatch. In addition, a mail-enabled distribution group receives an email with the caller's name, extension number, building location and room number.

24. Q: Section 4.2 Page 21: Can I get an explanation of the Revert Numbers? Are you looking to have the ability to cancel/delete dialed digits?

A: Revert Number functionality is a component of the Voicemail system. In our current environment, if a caller is diverted to voicemail, they can press 0 to speak to someone (at a revert number) instead of leaving a message. This revert number can be any extension that is programmed in the system.

We do require (on page 17) Digit Manipulation (“cancel/delete dialed digits”) for a proposed solution. This includes functionality to insert digits.

25. Q: Section 4.2 Page 21: Can I get an explanation of Express Messaging and how it is used on your current PBX?

A: Express Messaging provides our users the ability to send a message directly to a mailbox, bypassing the greeting. Additionally, any user (e.g. department administrative assistant) can transfer callers directly to any voicemail, bypassing the greeting.

26. Q: For Call recording, are you looking to have all inbound/outbound and internal to be monitored/recorded all the time, or only on-demand?

A: The requirement for call recording could potentially include all calls. We are asking vendors to provide options for trunk-side, station-side and on-demand and pricing for those options.

27. Q: 4.3.2.1 What is available in the Nortel? We can connect to your existing system with SIP TRKS or PRI card. How many talk channels are required between the existing system and the proposed solution?

A: 4.3.2.1 does not exist. If you are referencing Section 4.3.2. then the answer is, the vendor that is awarded the contract is responsible for all configurations to the existing PBX during the migration.

28. Q: Are we to include the licensing for 1000 phones at site 1 but only program 600?

A: Please reference Section 4.3.6 of the RFP.

29. Q: Are we to include the licensing for 500 phone at site 3 but only program 100?

A: Please reference Section 4.3.7 of the RFP.

30. Q: Are you asking for analog station ports or CO ports?

A: Reference Section 4.3.9 - We are asking for analog station ports.

31. Q: 4.3.22 how does your 911 work today in the Nortel?

A: All addresses and numbers are registered with the Berks County 911 call center. The addresses are referenced in “Attachment 3 - BCIU Locations”. Each endpoint has a CLID Entry (Calling Line ID) associated with it. When any endpoint dials 911 the associated number for that location is sent to Berks County 911 dispatch. In addition, a mail-enabled distribution group receives an email with the caller's name, extension number, building location and room number.

32. Q: 4.3.26 MOH is this requirement for the capability for an interface? Or are we being asked to provide an interface for MOH and how many?

A: We are asking for options for Music on Hold (MOH). Vendor to provide per unit pricing in Attachment 2 - Pricing Spreadsheet.

33. Q: 4.3.28 Can you go into more detail on what you are looking for in the way of a conference bridge? How many users per bridge and how many bridges could be used at the same time? What features are you looking for from this conference bridge unit?

A: We never specifically referenced a conference bridge. It is our understanding that most systems come with default conferencing functionality of some kind. Our current system provides the capacity for up to 6 people in a conference call. Vendor can provide alternate solutions.