No. 1590-14365 for Cook County Unified

No. 1590-14365 for Cook County Unified
RFP 1590-14365
COOK COUNTY GOVERNMENT
Office of the Chief Procurement Officer
Request for Proposal
(RFP) No. 1590-14365
for
Cook County Unified Communications
Issued on
June 22, 2015
Proposals must be delivered to:
Office of the Chief Procurement Officer
118 N. Clark Street, Room 1018 Chicago, IL 60602
Attention: Shannon E. Andrews, Chief Procurement Officer
Proposals are due no later than 3:00 PM Central Standard Time on Wednesday, August 12, 2015
There will be a Pre-Proposal Conference on Tuesday, July 7, 2015 at 10AM
Location: 118 N. Clark Street, Room #1018, Chicago, IL 60602
Questions regarding the RFP should be directed to:
Tangela Malloy, Senior Contract Negotiator
(312) 603-6827, [email protected]
__________________________________________________
Toni Preckwinkle
Cook County Board President
____________________________________
_________________
Shannon E. Andrews
Chief Procurement Officer
_______________________________
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TABLE OF CONTENTS
1.
Overview and Objectives .................................................................................................................... 3
2.
Current State ...................................................................................................................................... 4
3.
Proposed Solution Requirements ....................................................................................................... 6
4.
Support Services and Service Level Agreements (SLAs) ................................................................. 31
5.
Implementation ................................................................................................................................. 32
6.
Training ............................................................................................................................................. 33
7.
Equipment Removal, Buy-Back and Disposal Program .................................................................... 35
8.
Optional Services.............................................................................................................................. 35
9.
System Pricing and Licensing ........................................................................................................... 36
10.
Instructions to Proposers .................................................................................................................. 37
11.
Evaluation and Selection Process .................................................................................................... 41
12.
Evaluation Criteria ............................................................................................................................ 42
13.
Submission of Proposal .................................................................................................................... 42
Appendix 1 Cook County Network .................................................................................................................. 48
Appendix 2 Enterprise Network....................................................................................................................... 49
Appendix 3 Health and Hospital ...................................................................................................................... 50
Appendix 4 Enterprise Station Count .............................................................................................................. 52
Appendix 5 Health and Hospital Station Count ............................................................................................... 53
Appendix 6 Partner Systems........................................................................................................................... 54
Appendix 7 IVR ............................................................................................................................................... 55
Appendix 8 Cook County Agencies................................................................................................................. 56
Appendix 9 Solution Requirements, Proposer’s Response Submittals ........................................................... 57
Appendix 10 Solution Requirements Matrix…………………………………………………………………………78
Appendix 11 Pricing Proposal and Summary (Attachment) ............................................................................ 79
Appendix 12 Definitions ................................................................................................................................. 80
Appendix 13 PBX Sites ................................................................................................................................. 83
Appendix 14 Sample Professional Services Agreement………………………………………………………….84
Appendix 15 Economic Disclosure Statement Forms (EDS) ....................................................................... 85
Appendix 16 MBE/WBE Utilization Forms..................................................................................................... 86
Appendix 17 Identification of Sub-Contractor/Supplier/Sub-Consultant Form…………………………………87
Appendix 18 Addendum Acknowledgement Form ........................................................................................ 88
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1. Overview and Objectives
Cook County is seeking proposals for a premise based Voice over Internet Protocol (VoIP) solution that combines a
voice and data network infrastructure solution that will enhance collaboration opportunities, improve over-all
communications, reduce costs, ensure compliance with Federal and State laws, provide disaster recovery and
business continuity capabilities, employ up-to-date and advanced technologies that enable new application
development and allow for future growth. The County intends to award one or more contracts: One award for
maintaining the current system and one award for the proposed solution. The base term is for up to five (5) years with
three (3) one-year renewal options.
Cook County, through the Office of the Chief Procurement Officer (“Procurement”), is issuing this Enterprise Voice
over Internet Protocol (VoIP) consolidation and system replacement to manage all inbound and outbound County calls
and voicemail services. This new solution will replace multiple legacy TDM PBX and Voicemail systems with a single
high available solution that will leverage an existing Data Network and thus reduce the County’s overall
telecommunications expenses by accomplishing the following:
 Removal of multiple PBX Tie Lines
 Maintenance support for multiple systems
 Decrease the cost to upgrade multiple enterprise systems
 Streamline the County’s Telecommunications operating model with a single solution to support
across the enterprise.
This RFP seeks to replace and consolidate multiple aged TDM PBX’s, Partner systems and multiple non-networked
Voicemail systems with VoIP call processing and a single high-available Voicemail platform. This new telephony
solution will also be required to support integration to the County’s existing adjunct systems, to include:
 Call Center Platform
 Red Sky E-911
 Calero (formerly VeraSmart) call accounting services
 IVR – Interactive Intelligence
 Conferencing (Meet me and Enterprise)
 Instant Messaging Client TBD
 Wireless Endpoints
Cook County’s email system is hybrid Office 365 hosted by Microsoft solution. Office 365 includes Exchange email
and calendaring in the cloud and SharePoint online. Most Staff have mailboxes within this system. Some agencies
manage and maintain their own Email platform in separate Active Directory domains.
Cook County expects 1% growth per year over the next five (5) years and plans a five (5) year project deployment.
The first scheduled upgrade site will be the John H. Stroger, Jr. hospital located in Chicago, future county sites
schedule to be determined. In addition, Cook County is looking to front-end it’s VoIP deployment with an 80 user
Contact Center that is also part of Cook County Health and Hospital Systems. Location TBD.
1.1 Cook County Background
Cook County (“County”) is an urban county in the upper northeastern section of the State of Illinois that contains
more than 800 local governmental units within its boundaries. With a population of approximately 5.3 million people, it
is the second most populous county in the nation and the 19th largest government in the United States.
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To service its population, the County currently runs multiple websites with various degrees of complexity and
functionality, as well as multiple in-person or walk-in help desks. The County also manages multiple separate TDM
Enterprise PBX’s and Voicemail systems across multiple locations, providing answering and telecommunications
routing services for approximately four (4) million calls per year. See appendix 8 for a list of agencies. The
Department of Telecommunications under the Bureau of Technology (BOT) supports these systems.
1.2
Schedule
Activity
Date
RFP posted to the website
Monday, June 22, 2015
Pre-Proposal Meeting
Tuesday, July 7, 2015
Proposer Inquiry Deadline
Friday, July 10, 2015
Response to Inquiries
Friday, July 24, 2015
Proposal Due Date
Wednesday, August 12, 2015
2. Current State
2.1 Data Network
Cook County’s network is comprised of 12 major nodes that support 44 remote sites located in the City of Chicago
and surrounding suburbs. 10 of the voice systems are standardized on the Avaya Communication Manager platform
(CM 5.xx, & CM 6.xx) each with a Modular Messaging voice mail system (MM5.x) that supports 32 remote IP
connected Avaya gateways. The other two systems are Avaya Definity (G3r & G3si) TDM connected systems. The
main data aggregation point for the Enterprise network is located at 69w Washington in Chicago, and Stroger
Hospital for the Health & Hospital system. All major nodes interconnect with a Sonnet ring, Opt-E-Man fiber or
private 10 gigabit fiber and support separate voice and data networks.
From Cook County’s major nodes there are various locations being supported for voice and data networks.
All data closets with in Cook County have Cat5e connectivity to the end stations.
The data network currently has the ability to support QOS and multi-cast from the core network to access layer
devices across the network.
See Appendix 1 for a high-level drawing of the voice topology and Appendix 2 & 3 for detailed voice topology
site drawing.
2.2
Current Phone System Environment
For Cook County’s entire Phone System, the following description holds:

The local Intralata carrier is AT&T and the long distance Interlata carrier is AT&T.

County has a 200 port Avaya Aura Conference bridge that allow for conference calls on demand.
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
The County also has a 120 port bridge provided by AT&T for Disaster recovery and integration is considered
out of scope for this project.

E911 Location service is provided by Red Sky and is a manual process using a web interface that allows an
authorized user to enter the location and phone numbers manually.

County currently does not have any Call Center agents or Call Center reporting in place however we are
licensed for supervisors/agents and reporting. The new system must provide the same capabilities for future
Contact Center deployments.

County currently has five (5) Avaya, and one (1) Interactive Intelligence IVR system integrated to Avaya PBX’s
via TDM and SIP supporting approximately 27 agencies across the enterprise. Database integration is included
for some agencies; that will need to be integrated.

County internal dial plan leverages 4-digit, 5-digit and 7-digit dialing internally between sites. The goal will be
to normalize on a consistent E.164 dial plan for all agency locations and endpoints to support SIP and future
telephony application integrations.

County currently has overhead paging integrated with several PBX’s throughout the County. Most overhead
paging exists within the Cook County Health and Hospital locations (CCHHS).

County currently uses Calero (formerly VeraSmart) for Call Detail Reporting and Analysis (CDR)

Voicemail services for Cook County is split between (10) Avaya Modular messaging systems, (3) Avaya
Intuity systems and leverages AT&T voicemail services for some remote locations.
Cook County currently has the following*:
Approximately 15,814 voicemail subscribers
Ten (10) Avaya Communication Manager systems
Forty (40) Avaya remote gateways
One (1) Avaya Aura conferencing systems with 200 ports
Two (2) Polycom Teleconferencing systems
One (1) Avaya G3r system
Two (2) Avaya G3Si systems
Seven (7) Avaya Prologix systems
Three (3) Avaya S8500 systems
Three (3) Avaya Intuity Voicemail systems
Four (4) AT&T Centrex systems
Thirty Four (34) Avaya Partner Systems
Forty Four (44) UPS systems supporting Avaya
One hundred fifty six (156) ISDN PRI’s (PSTN)
Approximately 18,619
Approximately 10,261 Analog handsets
Approximately 201 Digital Wireless handsets
Approximately 3,068 Analog Fax machines
Approximately 909 Analog Modems
Combination of 1,862 Call Center supervisor / agent
licenses
Approximately 328 CO Trunks
Approximately 90 PBX Tie Lines (PBX to PBX
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communication)
Approximately 23 paging systems
Approximately 37 paging zones
Approximately 16 attendant positions (Distributed)
Approximately 30 integrated Announcement boards (PBX
Feature)
*Counts & Quantities are subject to change.
See Appendices 3-6 for hardware counts by site.
3.
Proposed Solution Requirements
3.1
General Requirements
Proposers shall respond to the below requirements as provided in the Solution Requirements Matrix (Appendix 10).
3.1.1.
Proposer acknowledges and agrees that they will provide all of the components necessary to
complete this project, including, but not limited to, technology systems, equipment, materials,
licensing, specifications, as well as engineering, design, support and training resources.
3.1.2.
Proposer is required to address how the proposed solution will provide service to all Cook County
agencies, departments and buildings within the County footprint.
3.1.3.
Proposer must provide logical schematic diagrams and physical design drawings in Visio format
representing physical and environmental parameters for all locations.
3.1.4.
Proposer must supply an itemized list of proposed system equipment including all common,
stationary and auxiliary components necessary for the successful operation of the proposed
system, such as equipment cabinets, distribution frames, and power requirements.
3.1.5.
Proposer will be required to lead all cut-over efforts with the local Exchange and IXC carriers for
any migration of local access, number porting, or new LEC services as a result of this engagement.
3.1.6.
Proposer must furnish all labor, equipment and materials necessary for a complete installation of
systems, in accordance with recommendations of the equipment manufacturers. Proposer must
agree to employ procedures and practices for design and installation that meets or exceeds
County’s and industry standards for such work.
3.1.7.
Proposer must provide project management for the entire project including, but not limited to,
coordination and scheduling of walk-throughs, site surveys, installations and inspections. Proposer
must provide resumes of all proposed project management resources. Project management will
also include development of a plan to migrate off each PBX to maximize savings and coordination
of installation/disconnection of Voice and WAN circuits as needed. Proposer will coordinate
tracking of new and removed equipment and provide tracking reports as needed. Proposer must
provide a sample tracking report for review.
3.1.8.
Proposer must provide owner’s manuals, manufacturer’s data sheets and a complete equipment
list, with manufacturer’s names, model numbers, and specific terms and conditions of warranty and
service provisions as well as manufacturer’s contact information.
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3.1.9.
Proposer must ensure that equipment and systems are operational through a demonstration of
functions and compliance standards prior to acceptance by County. Proposer will be asked to
sponsor a site visit to one of Proposer’s currently installed clients operating a solution similar to
Cook County’s requested solution. All costs associated with any site visits will be assumed by
Proposer.
3.1.10.
Proposer will be required to assist in the completion of a Return on Investment (ROI) analysis
before Contract acceptance and signature.
3.1.11.
Selected proposer must provide guidance in making Cook County’s current network(s) voice/dataready. Any and all engineering assistance and time required prior to implementation will be at no
cost to Cook County. All proposers must include resumes of qualified engineers as part of their
proposal.
3.1.12.
Proposer will include a suggested internal support model for its proposed solution that will detail
appropriate staffing levels for all aspects including, but not limited to, help desk, break/fix, field
technical support, systems administration, E911 compliance and on-going training. Model must
include skills sets required for specific functions, recommended qualifications/experience of staff
and training recommendations.
3.1.13.
Proposer will be required to provide a proof of concept physical environment at the County’s main
office location. The model must be able to simulate varying traffic loads and demonstrate failover
capabilities of design.
3.1.14.
Selected Proposer will fully test all systems and equipment to ensure satisfaction of functional
requirements and that systems are free of short circuits, ground loops, hum, RF interference,
instability and noise beyond published specifications of the equipment. All proposers will also
provide a method to track testing results and supply a sample report.
3.2
System and Equipment Configuration
Proposer must include specific information regarding the configuration of the network’s systems and equipment
including, but not limited to, central processing unit(s), cabinets, power supply(s), cabling and all hardware, software
and miscellaneous equipment necessary for operation. This configuration is to be based on the entire project. Please
complete in Appendix 9.
3.3
Capacity
Proposer must provide the size or scale to which the system can be increased without the necessity for a model
change or field upgrade. Proposer must also provide the configuration requirements at which additional cabinets,
shelves, etc. Initial installation of all PBXs, cabinets, shelves, wiring, cross-connects, and other equipment must be
sized such that inclusion of any additional equipment up to the capacity limit can occur solely by the addition of sets,
station wiring and jacks, and appropriate card insertion. A separate electronic spreadsheet or table titled “Equipment
Capacity” should be included with proposal.
3.4
Data System Integration
Proposer will provide detailed requirements for data systems integration including link capacity, failover paths, and
traffic profiles and anticipated traffic levels.
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3.5
Retention of Current Numbering System
Cook County wishes to create a unique E.164 numbering plan that will leverage ON-NET and Off-NET dialing
patterns which will consist of 10 digit and 5 digit numbering schemes. This numbering scheme will also prepare the
County to leverage applications that rely on SIP as a communication protocol.
3.6
Cabling and Infrastructure
Proposer agrees that any and all wiring and equipment installation will be in strict adherence to the Cook County’s
Infrastructure Guidelines. It is also the responsibility of the Proposer to inter-connect all service from the local
exchange carrier to proposed equipment. Proposer will provide racks, cabinets, patch cords and enclosures required
for equipment having sufficient capacity to expand to capacity limits described above for all locations. The selected
proposer will be provided with Cook County’s Infrastructure Guidelines.
3.7
Network Design and Configuration
Proposer must include specific information about the design and configuration of the proposed solution. Proposer
must also include network diagrams that clearly and logically show the proposed network design concept. If the
proposed solution includes multiple central distribution points, it must provide and show failover redundancy.
Proposer must also include network diagrams depicting anticipated failure points and failover paths. All diagrams
must be in Visio format.
3.8
Disaster Recovery / Business Continuity
Proposer must provide a business continuity strategy for both disaster recovery and failover. Propose a solution
using the following scenarios for both incoming and outgoing calls:
a. Loss of Campus (Downtown, Jail, Hospital)
b. Loss of a Primary Data Center
c. Loss of a Secondary Data Center
d. Loss of Campus to remote site WAN connectivity
e. Loss of Primary PSTN Gateway(s)
The strategy must address how the proposed solution will survive and operate and how Cook County will recover
from the above scenarios. If proposing a solution for both distributed and centralized models provide a fail over
solution for both instances.
Proposer must provide and describe the method of memory retention of all specified system features and
configurations in the event of a power failure. The method of backup, capacity and type of memory shall be stated,
with time limits.
3.9
Hardware and Equipment Requirements
Cook County will accept only new originally manufactured contract equipment, materials and/or goods. Cook County
will not accept any equipment, materials or contract goods that have been refurbished, rebuilt, restored, or
renovated in any manner. In addition, Cook County will not accept experimental materials.
Experimental materials shall be defined as contract equipment, materials or goods not produced by regular
production methods and/or which have not been offered for sale to the public through accepted industry trade
channels for a reasonable period of time prior to the offering of the proposal. Proposer acknowledges and agrees to
the terms explained above.
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All common equipment and sets must be new. Retained analog instruments must utilize single-pair wiring and be
capable of being plugged into a standard modular jack, so that sets may be inter-changed throughout the system.
Digital instruments must use IP networking protocols over the 10/100/1000BaseT Ethernet network.
3.10
Handsets, Consoles, and Phones
Cook County plans to standardize on five (5) levels, models, of phone types i.e., Executive (5%), Management
(20%), Standard User (50%), single line (20%), and wireless (5%).
Cook County is planning on replacing the following phones with IP phone sets. For the following devices Cook
County will determine based on cost and functionally whether to upgrade or replace the device with an IP device:
 28,880 Handset Phones
 16 Attendant Consoles
 50 House Phones - outside elevators or security doors. (Where practical based on IP connectivity)
 40 Conference Room phones. Mostly Polycom Sound Stations
 25 TTY phones for the hearing impaired
 3,550 Fax/Modem Analog endpoints
 21,349 represent the County’s user base all of which will need voice mail
 5000 users require Unified Messaging
 5000 users require PC base desktop UC clients
 5000 users require video conferencing
 5000 users require mobility
Proposer should recommend a solution that best meets Cook County needs for both cost and functionality for both
IP and analog devices. Please provide a detail description of licensing costs for both bundles and a la carte on the
Pricing Proposal (Appendix 11).
3.11
Handsets
Proposed phones sets should have all the features available currently in the County’s system, plus more. Phones
should support both POE power and outlet power. Also phones should be compatible with Cisco switches. Phones
should have an additional RJ45 Ethernet output port to allow connectivity for a PC or a 2nd device and a headset
port. Dynamic vlan assignment and electronic handset pickup support would be a plus.
IP phones should conform to the following:
a. IEEE 802.3af PoE Standards
b. Speakerphone models proposed must be full duplex
c. Should be able to support/implement/fine tune the required Codec ranging from G.711 thruG.729 and all
industry standards.
Proposer must indicate which models support add-on adapters or modules to expand the Phone’s functionality (e.g.,
additional buttons). Describe adapters and modules available.
Proposer must indicate which models provide integrated application support for Lightweight Directory Access
Protocol (LDAP) directories, a customized phonebook, call log and open standard customizable application
download via XML, Java, HTML and Wireless Markup Language (WML).
Proposer should recommend a solution that best meets Cook County needs. While most of the County’s current
phones appear to be configured with only one (1) line; eight (8) or more feature buttons or line appearances is not
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uncommon on digital phones. For the County’s handsets we are looking for a solution which will allow us to hang
an appearance of any extension on any phone.
3.12
Headsets
Proposer should include the cost of providing one thousand (1,000) wireless headsets that are compatible with the
proposer’s telephones.
3.13
Consoles
Proposer’s solution must include, but not limited to, the following advanced operator console system for the Cook
County Stroger Hospital:
 Windows based application that will link to PBX systems
 Inbound caller ID information to allow operators to route call accordingly
 Launch Critical Codes to teams, individuals and groups via pagers, text message etc.
 Perform transferring of calls with single clicks within software.
 Provide operators with a software application (SPOK, ZEACOMM or like application) for
processing/handling calls using their computers. Operators should be able to quickly and accurately look
up staff and launch code calls, as well as message and page to individuals, groups, and roles. Perform
warm transfers without actually taking a call based on caller ID information, ability to pull reports for calls
and pages sent from any operator’s position.
3.14
Voice Requirements
Proposer should specify how much bandwidth is required and associated codes to adequately transmit packetized
voice conversations.
Proposer should provide details about call setup time, the architectures of its systems and system families (such as
switches, telephony servers and gateways), and the redundancy features of its proposed solutions.
Proposed solution may include a Centralized or Distributed PBX model with multiple distribution points (PBXs). If a
distributed model is used it must provide connectivity and communication between each additional distribution point
and be capable of being managed as one PBX and have an unified dialing plan. County envisions a network
centered on a core system, super cluster of four (4) geography diverse systems interconnected to create a high
availability core system.
3.15
System and User Features for Voice
3.15.1 Solution Features
Proposer must provide a list of features that are included in the proposed voice solution, and indicate which features
are standard and which are extra-cost options.
3.15.2 Automated Provisioning of Voice Features
Proposer should indicate proposed configuration management solution support centralized and automated
configuration management to include, but not limited to, the features noted in the system requirements matrix
included as a separate attachment in the RFP. Refer to Solution Requirements Matrix, Voice Features tab. Voice
Features.
3.15.3 TTY
Proposer will provide a detailed description on supporting voice calls for the hearing impaired.
3.15.4 Analog Devices
The proposed configuration should support any required analog devices, DTMF, fax and modems. Proposer should
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describe how these devices, which include analog phones, connect to the system, as well as the distance limitations.
3.16
VoIP Requirements
3.16.1 VOIP solution must minimally provide the features noted in the system requirements
matrix included as a separate attachment. Refer to Solution Requirements Matrix.
3.16.2 All proposed PBXs must have the capacity of supporting SIP, ISDN Primary Rate (PRI)
and (BRI) Basic Rate Services, DS-1, POTS, Centrex and Ethernet 10/100/1000 over
copper and 1Gig/10Gig over fiber.
3.16.3 All PBXs must be SNMP manageable and are required to have the capability of sending
traps to a central network management system and/or log server.
3.16.4 Selected Proposer will provide and demonstrate failover capability.
3.16.5 The Proposer shall provide a detailed design on PBX System interfaces and connectivity.
The PBX(s) shall be capable of distributing DID and Non-DID lines.
3.16.6 PBX(s) shall also include the necessary hardware and software to conduct IP trunking
over Cook County’s wide area network and connectivity to the PSTN.\Proposer will install
PBX(s) equipment in a telephone distribution rack located in Data Center or associated
equipment rooms. If rack is not available furnish & install a new rack.
3.16.7 Connect all horizontal voice cabling and all connectivity lines from the PBX’s as well as the
DID lines terminated by local exchange carrier for routing and call distribution.
3.16.8 Proposer will configure the PBX(s) to interconnect through PRI or equivalent circuit(s).
Proposer will configure the PBX(s) with appropriate least cost call routing and
voicemail/unified messaging functions.
3.16.9 Proposer PBX will support analog phone ports for potential failover and out-of-band
connectivity. Must be compatible with Cisco’s powered Ethernet (PoE) switches.
3.16.10 Proposer must configure PBX(s) to connect to existing Cisco Local Area Network.
3.16.11 The proposer's shall indicate proposed configuration management solution support LDAP
integration.
3.16.12 Proposed configuration should support the following capabilities:
 Central corporate directory synchronization
 Enable users added into an enterprise's AD/LDAP system to be detected and automatically
be added into the configuration management system, which then configures the user into
the UC network
 Update the AD/LDAP system with details such as allocated extension number, or
modifications to details (e.g., adding a new line)
 Receive notifications from multiple AD/LDAP systems associated with multiple agencies
and associate the notifications with a specific
3.17
Call Center/IVR
For Cook County IVR, Interactive Intelligence Contact Center (CIC) 4.0 logical diagram (See Appendix 7 ) Cook
County is in the process of building a one hundred fifty (150) Call Center agent and Call Center reporting facility at a
location TBD. The new system must provide the following capabilities for this Contact Center deployment:
 Redundant Virtual Deployment
 159 Agent Premium Licenses, at a minimum
 Call Recording – Record all calls locally with one (1) year retention
 Screen Pops
 Agent, Supervisor, Historical and Call Reporting
 CIC, Customer Interaction Center, IVR Integration
Proposer will be responsible for integrating to the County’s CIC infrastructure including but not limited to:
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


Professional Services
Hardware & Software
Installation, & training
Vendor will be responsible for leading all activities associated with the integration to the County’s CIC IVR including
but not limited to:
 Trunk Group configuration
 SIP and or DS1 interfaces
 Dial Plan design and programming
 Routing and Translations
 Testing and Troubleshooting with County’s IVR Vendor
The solution must scale well and be able to handle a large volume of incoming and outgoing calls at the same time,
to screen calls and forward them to the appropriate resource and to log and monitor calls.
The pricing proposal for the system must include design, installation, integration, testing and certification with the
overall proposed network, user training, on-line and paper user guides for all users, ongoing support, upgrades and
all services necessary to accomplish a complete Call Center Solution.
Selected Proposer will provide a dedicated Call Center technical resource Cook County during and post
implementation up to 90 days. Proposer must provide resumes showing the local resource being fully
knowledgeable in all aspects of the proposed Call Center solution. This local resource must also be available on site
as needed Monday-Friday, 8:00 am to 5:00 pm.
Call Center/IVR solution must minimally provide the features noted in the system requirements matrix included as a
separate attachment in the RFP. Refer to Solution Requirements Matrix, Call Center IVR tab.
3.18
Enhanced E911 Compliance
In June 2000, the Illinois Emergency Telephone System Act, commonly referred to as “Enhanced 911” or “E911” was
enacted by the Illinois legislature. This Act mandates that businesses, schools, not-for-profits and local government
agencies that use PBX or Centrex telephone systems and occupy 40,000 square feet or more of space per location
must ensure that their systems can provide accurate street address, specific building location information and a call
back phone number to the local Public Safety Answering Point (PSAP) or 911 Call Center. In addition, distinct
facilities (such as schools) with multiple buildings that share the same street address must comply with the Act
regardless of square foot size. The objective of E911 is to direct police, firefighters or others who respond to
emergency calls to the exact location of the emergency situation.
a. Proposed system must comply with state regulations regarding e911; including, but not limited to, an
automated process to pass necessary information to the Public-safety answering point (PSAP). The system
must provide an open architecture interface supporting IP Telephony and must provide flexible line access
capability, i.e., capable of accessing SIP, DID, T1, and ISDN PRI CO facilities.
b. Proposer must explain how the proposed network solution will ensure E911 compliance for Cook County.
Proposer must provide a detailed E911 plan including all costs, systems, equipment, software,
implementation procedures and processes for on-going compliance. E911 compliance must be included in
the total solution and not offered as an option.
c. Proposer must develop a solution that will inventory all of Cook County’s voice devices that could possibly
dial 911, create an initial E911 database that will easily and automatically updated with any moves, adds, or
changes, ensure the accurate and verifiable transmission of data to the National E911 database on a
scheduled routine and timely basis, enable calls placed to the 911 Center to transmit ANI and ALI data, and
provide automated transaction logs and history to migrate the risk associated with not providing accurate
station location information. Also, the system should alert local campus security that a call has been placed
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to e911 and indicate where the call was placed from. Any third party software, equipment or components
must be included in the overall E911 solution. In addition, any recurring costs required by the provider must
be included. Proposer must provide inventory data collection plan and sample reports.
d. Proposer needs to include a detailed description on how all phones including IP and soft phones will be
recognized by the system based on a move, add, change or deletion to ensure E911 compliance. The
proposer will also need to provide a detailed architecture on how the system works from the originating
phone call to updating the PSAP.
3.19
Attendance Services:
The proposed solution must support a PC-based soft client application for the provision of attendant services. The
proposer's proposed attendant must meet the following minimum requirements; provide:
 An easy-to-use GUI with customizable views
 Attendant-specific function keys, speed-dial lists and directory functionality
 Call queuing, call selection and recall handling with call indicators and real-time statistics (i.e., calls in
queue, time in queue, etc.)
 Interposition transfer with real-time availability views of other attendants in attendant groups
 Overflow (to another attendant)
 Softphone call handling controls with one-click access (e.g., logon/logoff, answer, disconnect, hold, retrieve
from hold, dial, transfer, consult
 A screen pop for incoming calls (e.g., calling party number, called number, queue name, wait time)
 Visual status of user's line (i.e., busy, ringing, idle)
 Night service capabilities.
 Support:
o Paging system access
o Intrusion (break-in/override)
o Trunk-to-trunk transfer
a. Proposer should confirm compliance with the requirements and describe the attendant capabilities
addressing each of the requirements set forth above and how the attendant meets the requirements.
Provide graphics, where applicable, depicting the GUI. Also, provide the minimum customer-provided PC
requirements and any additional server requirements to support the attendant(s).
3.20
Wireless IP Phone and Nurse Call Integration:
Proposer must provide a robust mobile communications solution (SPOK, AIRWATCH or like application) to
help improve processes and integrate into nursing and patient systems (Nurse Call Center).
The proposed must be able to:
 Integrate Mobile communications into nurse call system (where applicable)
 Integrate ability to send secure HIPPA compliant messaging to other devices (pagers, cell phones,
PC’s)
 Integrate messaging and notifications into Cerner System
3.21
Fixed Mobile Convergence:
Fixed mobile convergence seamlessly combines fixed enterprise VoIP, wireless LAN (WLAN) and cellular mobility on
a single mobile device. Proposer must describe capabilities that enable users to roam across wireless (Wi-Fi) and
cellular networks without dropping calls and with all the call features of the telephone system.
Proposer should also include:
 Capabilities that support dual-mode phones
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

3.22
3.23
3.24
User feature access to the telephone system and roaming capabilities
Hardware and software architecture and requirements
System Features for Trunking
a. Proposer must describe how the proposed system interface with established local and long-distance public
networks.
b. Proposer must indicate the system's capability to support trunk aggregation.
c. Proposer must describe how does the system support compatibility with specific Session Initiation Protocol
(SIP) trunks at the carrier trunk, system level and the SIP handset level, and for what respective codecs.
d. Proposer must describe what standards and techniques for quality of service (QoS) are supported to ensure
acceptable and consistent voice quality over the data network.
e. Proposer must describe how does the system support time-of-day (TOD) routing, which allows the call
routing patterns accessed to be changed based on the TOD, how many TOD tables does it support, and
how many times per day can this occur.
f. Proposer must describe what classes of service and classes of restriction that the system support.
g. Proposer must describe the proposed solution's ability to interoperate with existing voice communication
resources, such as PBX systems, voice mail systems, conferencing systems, private or public voice
networks directly or through software or hardware gateways.
a.
b.
c.
d.
e.
f.
g.
System Networking
Describe the differences in the networking integration between local and remote users.
How the solution is centralized or decentralized.
Any messaging feature/functionality that does not carry through the network.
Options for networking this solution with other systems.
The reroute/backup plan incorporated into its design in the event of a network failure.
Any limitations on the number of networked users.
How remote and main-site messaging users can be part of the same "logical network" as related to
applications.
Configuration Management Tools
The proposer's proposed integrated configuration management tools should include, but not be limited to:

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


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

Station user moves, adds and changes
VoIP and UC endpoint/subscriber profiles and parameters
VoIP and UC group definitions and assignments
Call restriction assignments
Class-of-service definitions and assignments
Dial plan and routing parameters
Call admission control (CAC) parameters
Trunk group definitions and individual trunk circuit programming
Trunking gateways
Media and voice conferencing servers
Proposer also has the option to propose configuration management solutions for the requirements in
Appendix 9. Cook County Bureau of Technology recognizes that the proposer may not have native
solutions for these requirements and may require partnering with third parties to support these
capabilities.
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3.25
On-Site Remote Location Administration
3.25.1 On-Site Remote Location Administration : Proposer should describe any services that
must be administered locally or from a remote site.
3.25.2 Online Data Availability: Proposer should describe if the online data is readily available
for viewing by the system administrator. If so, Proposer should describe how it works.
3.25.3 Licensing Management: The licensing for the system should be dynamic (i.e., the total
number of devices that can concurrently place/receive calls is determined by the total
number of dynamic licenses purchased). Licenses should be supported by the proposed
system and used anywhere in the enterprise. Confirm compliance and describe any
licensing management capabilities provided with the proposed management solution.
3.26
Basic Fault Management
The goal of fault management is to recognize, isolate, correct and log faults. The proposer's proposed management
solution must support centralized fault management to include, but not limited to:




3.27
Performing diagnostics and troubleshooting
Monitoring and filtering alarms, faults and associated logs
Providing real-time statistics regarding system performance, including checking server and process status
Supporting Simple Network Management Protocol (SNMP) traps to external umbrella management systems
Basic Performance Management
The goal of performance management is to collect, analyze and report on a variety of system operations. The
proposer's proposed management solution must support centralized performance management to include, but not
limited to:



3.28
A traffic tool providing graphical and numerical data for call attempts, traffic load, incoming/outgoing calls
and busy-hour call completion (BHCC) for selected periods.
Traffic measurements (statistics and counters) on business groups call usage and patterns, feature usage,
hunt groups and CAC.
Proposer should confirm that the proposed management solution supports the basic performance
management functions listed, and should describe performance management capabilities.
Security
Security features of the management solution must include, at a minimum, password requirements with configurable
parameters, access authorization levels, authentication, secure access, logging activities and backup/restore and
patching/update capabilities. Proposer should confirm compliance and describe security features of the proposed
management solution as requested below.
3.29
Passwords and Access Authorization Levels
Proposer must describe the administrative user access levels of various capabilities to restrict administration access
and the flexible password configuration parameters (e.g., password length, aging, complexity).
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3.30
Secure Access
Proposer must describe the mechanisms utilized to ensure secure access to the management solution, including
authentication, secure Web capabilities, session/history logs for access and changes, invalid access attempt settings,
tracking and lockout capabilities.
3.31 Backup, Recovery and Updates
Proposer must describe the mechanisms supporting backup, recovery and update activities. The system must remain
operational during backups, recovery and updates. Describe how this is accomplished. Specify the process to
support software release version control, as well as to support the ability to undo a configuration change if it becomes
necessary to determine the cause of a problem with the functioning of some other UC component.
3.32 Accounting Management
The goal of accounting management is to track service usage and costs. The proposer's proposed management
solution must support centralized call detail records, which can be utilized by an external call accounting application.
The system should generate call detail recordings (CDRs) for incoming and outgoing calls, call attempts on trunk
facilities and station-to-station calls. Describe how the system supports CDR, including the level of detail generated
for a CDR record, methods for capturing and transferring data for processing and CDRs' buffering capacity. If
additional hardware/software is required, delineate these requirements.
3.33
Optional Management Add-On Capabilities
Based on the objectives provided in the RFP, the proposer should describe any optional management tools it
recommends to specifically enhance operations and the ability to manage the proposed solution.
3.34
Session Border Control Option
Proposer should confirm the value of a session border controller (SBC) solution and respond to system requirements
matrix included as a separate attachment. Refer to Solution Requirements Matrix, Presence Management tab.
3.35
VoIP Endpoints
Refer to Solution Requirements Matrix, VoIP Endpoints tab.
3.36
Endpoint and Licensing Recommendations by Job Categories
Proposer must provide endpoint and licensing recommendations based on different roles, departments and functions
within the organization. Here are examples of categories:


Role: Executives, directors/managers, administrative staff, teleworkers/home office
UC Functions: IM/presence display, voice, mobility, videoconferencing, audio and Web conferencing
Proposer must respond to system requirements matrix included as a separate attachment. Refer to Solution
Requirements Matrix, VoIP Endpoints tab.
3.37
SIP Endpoint Requirements
3.37.1 Support: Proposer's SIP solution must be able to support SIP endpoints.
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3.37.2 Standards: The SIP endpoints solution must conform to the Internet Engineering Task Force (IETF) SIP
standards, as well as other industry standards, as previously specified in the RFP.
3.37.3 SIP Phones Description: Proposer should provide a brief description, with pictures, of available SIP phones
offered, and indicate which devices have been proposed.
3.37.4 Power Requirements: Proposer should confirm that SIP phones conform to IEEE 802.3af PoE standards.
3.37.5 Acoustic Requirements: All SIP speakerphone models proposed must be full duplex. Additionally, all SIP
phones should be able to support/implement/fine tune the required Codec ranging from G.711 thruG.729
and all industry standards. wideband codec, silence suppression (value-added distributor [VAD]) and echo
cancellation to ensure the highest voice quality. Proposer is required to confirm compliance to these
minimum requirements.
3.37.6 Applications Support Requirements: Proposer should offer SIP phone models that provide integrated
application support for Lightweight Directory Access Protocol (LDAP) directories, a customized phonebook,
call log and open standards customizable application download via XML, Java, HTML and Wireless Markup
Language (WML). Which models support these capabilities? Describe the integrated functionality.
3.37.7 Add-on Functionality: Proposer should offer SIP phone models that support add-on adapters or modules to
expand the phone's functionality (e.g., additional buttons). Describe adapters and modules available.
3.37.8 Additional SIP Phone Attributes: Proposer should describe the attributes, other than those detailed above,
that distinguish its SIP phones, including planned enhancements to the SIP phones and expected time
frames for release.
3.38
UC Soft Clients
Proposer should describe the desktop, Web and mobile clients and tablets, as well as softphones and dashboards
proposed that provide a single interface to many or all communication functions. Include communication modes and
devices, collaboration and business applications, integrated presence, use of SIP-compliant trunks and devices, and
LDAP, as well as compliance, security, mobility and extensibility.
UC soft client capabilities must meet the following minimum requirements:








Customizable GUI
Call control features (e.g., hold, transfer, message waiting indication [MWI])
Dialing via the keypad, address books, call lists, using drag/drop or copy/paste
LDAP integration
Call lists (missed calls, received calls, attempted calls)
Post connect dual-tone multi-frequency (DTMF) dialing
Access to online help
Video support
Proposers are required to confirm compliance with the requirements and describe soft-client capabilities, including,
but not limited to, mobility, call handling features and video support. Provide graphics, where applicable, depicting the
GUI. Also, provide the minimum customer-provided PC requirements for supporting the SIP softphone.
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3.39
Voice Mail and Unified Messaging
3.39.1 The new voice mail system should have the same features as the current Modular Messaging system and
include a web based voice mail portal for end user administration with email notification and or forwarding
for faxes and voice mail based on end user’s preferences. Also, preferences should be programmable
based on time of day and calendar.
3.39.2 Cook County requires that all the voice mail boxes will have the ability to integrate with the Cook County’s
Office 365 email system and that all of the mail boxes will support Unified Messaging.
3.39.3 Proposer must recreate all the call trees and functionality of the existing systems into the new proposed
system. Call trees must support (TOD) time of day and calendar routing
3.39.4 Proposer’s Voice Mail/Unified Messaging system must integrate with Cook County’s LDAP system for all
users The Voice Mail/Unified Messaging system is required to have fax recognition capability to send,
receive, store and display fax messages.
3.39.5 Proposer is obligated to detail the integrated Voice Mail/Unified Messaging System as outlined herein. The
price of the system must include installation, integration with the specified network system, user training,
user guides for all users, and all services necessary to accomplish the complete activation and on-going
management of the Voice Mail/Unified Messaging System.
3.39.6 Proposer must identify all components necessary to integrate the Voice Mail/Unified Messaging System into
the overall proposed network solution. Proposer will describe the hardware, software and licensing required
for providing all voice mail services as specified in this section.
3.39.7 The Voice Mail/Unified Messaging System requires automated attendant operation with customizable
system prompts. When a call is received, the caller will be greeted with a menu of options; direct dial to
extension, single key access to department group directory, single key access to remote site (answering
service), dial by name, and operator access.
3.39.8 The Voice Mail/Unified Messaging system must receive forwarded calls. The system must answer such calls
with personalized user’s greeting, record messages from incoming callers, and activate available system
message waiting notification lights and or stutter tone.
3.39.9 Initial number of mailboxes will match the existing number of mail boxes with flexible growth capabilities to
provide voicemail services to administrative and educational personnel who do not have phone sets.
Storage requirements should be a minimum of a 100 average length messages per box. More if the user
expects to receive faxes. If the Voice Mail system requires its own dedicated connectivity such as Ports or
PRI the Proposer will size the connectivity appropriate to the number of mailboxes with flexible growth
capacities. Proposer’s Voice Mail/Unified Messaging system must integrate with Cook County’s LDAP
system for all current and future users.
3.40
UC Integration and Messaging Applications
3.40.1 Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer
to Solution Requirements Matrix, Voice Features tab.
3.40.2 Proposer is required to describe how its proposed solutions integrate with these messaging application
capabilities typically associated with email, voice mail and social media:

Scheduling features and tools
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















Calendaring capabilities
Speech access options for users and callers
Recommendations for backing up and restoring
Message search features
Out-of-office reply options
Web-based messaging features
Single inbox capabilities for email, fax and voice mail messages
Integration capabilities with desktop UC clients, such as Cisco Jabber, Microsoft Lync and IBM Lotus
Sametime
Message classification options that can protect confidentiality and limit distribution
Scalability of proposed solution
System and personal management tools and capabilities
Message storage and archiving capabilities
Infrastructure design and upgrade requirements
Features that support compliance requirements
System maintenance and support
Anti-spam/antivirus features
Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer to
Solution ReCall Center
visioning of UC Services (Beyond Voice Services)
Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer to
Solution Requirements Matrix, Voice Features tab.
The proposer's proposed configuration management solution support centralized and automated configuration
management is to include, but not limited to, the UC Features List included in the Solution Requirements Matrix
document.
3.42
UC Service Management
3.42.1 Indicate if the proposed configuration management solution supports the creation of service packages, so
that not all services and features are offered to every employee.
3.42.2 The proposed configuration management solution should support the following capabilities:
 Telephony features
 UC services and features
 Calling restrictions
 Device type and restrictions
3.42.3 Create flexible user profiles (which are made up of service packages) for different types of workers (Senior
executive level, management level, knowledge workers, mobile workers, office workers, administration
workers)
3.42.4



New services can be added to existing user profiles:
The updated profile should be able to be automatically assigned to existing users
New user profiles can be added
Enable separate agencies or departments to have custom user profiles (i.e., each agency should be able to
create its own set of service packages)
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3.43
Online Portal for Moves, Adds, Changes and Deletes — Use Cases
Proposed configuration management solution should support the central administration of devices, features and
services from a secure online administration portal, including:
3.43.1
3.43.2
3.43.3
3.43.4
3.43.5
3.43.6
3.43.7
3.43.8
3.43.9
3.43.10
3.43.11
Onboarding/Off boarding users and all their devices/services
Adding, deleting and modifying the full range of UC services
Voice, messaging, conferencing, video, mobility, presence, social
Add/Modify/Delete a site(s)/location(s)
Add/Modify/Delete all services, numbers, phones, and users
Update service catalog and user profiles
Create new user profile
Change user profile (user is promoted to new role)
Reset user's PIN and password
Moving users (from one location to another), including when the user stays within the same
infrastructure and when the user transfers from one infrastructure to a new infrastructure.
Adding, deleting, and modifying the full range of devices and features, including:
 Desk phones
 Soft phones
 Smart devices (iPhone, iPad, Android devices, etc.)
 Smart clients (e.g., Jabber, Lync client)
 Phone features
 Line features
3.43.12
Add additional device to user:
 Second desk phone
 Soft phone
 Smart device (with Jabber client)
 Replace a user's device (e.g., upgrade a phone or replace a faulty phone
3.43.13
Manage number ranges:
 Internal numbers
 E164 numbers and area codes
 Advanced association of internal and E.164 numbers
 Central view of what number ranges are being utilized for which locations
 Ability to reserve number ranges for locations
Add new number range to locations:
Manage number ranges across locations for short-code dialing
Forced, remote logoff and logon of users from users' devices
3.43.14
3.43.15
3.43.16
3.44
Proposer's Support and Structure
3.44.1 Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer
to Solution Requirements Matrix, Voice Features tab.
3.44.2 The proposer should describe if the proposed system will function within a multisite, networked environment,
then the proposer must explain its capability to provide regional and national support for multiple locations.
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3.44.3 The proposer should describe the structure of its organization, with organization charts showing the
executive, engineering, sales and field support (installation, service and training) entities within the
company.
3.44.4 The proposer should state how many people it employs in each of the following job categories:
 Project Management
 Engineering support
 Customer service
 Interface to telephone service provider
 Switch installation
 Data networking
 Station and cable installation
 Training
3.44.5 The proposer should have a technical support center that provides remote maintenance.
3.44.6 Proposers should state what their 7/24 remote alarm capabilities are and there systems electronic
notification to Cook County would be; include any options
3.44.7 Explain what other types of customer support are available from the technical support center.
3.44.8 Describe standards and processes for providing emergency service.
3.45
Presence and Instant Messaging (IM):
3.45.1 Proposer should describe detailed presence protocol support, such as XMPP and SIP, and how it will
handle enterprise communications and collaboration.
3.45.2
The UC solution must provide a single point of control from which users are able to:





Manage their personal presence, including setting aggregate presence state and selection of
any preferred telephony device to receive/make all inbound/outbound calls.
Track the presence status and availability by media of colleagues on their contact list
Track presence by media, including IM/presence and telephony presence, across all dialable
devices (PC clients, PBX phones, mobile phones, PDAs and other PSTN phones).
Route requests for contacts seamlessly across all the various networks and devices
commonly used for business communications, including private voice/data/wireless networks
and public wired/wireless networks.
Proposer should confirm compliance with the above presence management requirements
and describe how this is accomplished, as well as how the proposed presence and IM
capabilities will interface with the proposed voice solution.
3.46
3.46.1
Future Presence Event Notification Functionality
Proposer must respond to system requirements matrix included as a separate attachment in the RFP.
Refer to Solution Requirements Matrix, Voice Features tab.
3.46.2
The UC solution must provide a user with a means for requesting notification of changes in availability
or presence state of a contact that is currently unavailable for live contact. This notification should
persist until acknowledged or acted on by the user. In addition, the proposed solution must support
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notifications beyond visual indications via the client. Confirm compliance with this requirement, and
describe this functionality.
3.47
Presence Automation
3.47.1
Proposer must respond to system requirements matrix included as a separate attachment in the
RFP. Refer to Solution Requirements Matrix, Presence Management tab.
3.47.2
Proposer should describe how the solution can support the following functionality:
 Ability to map user presence to the user's calendar, such as in Microsoft Outlook, automatic
adjustment of presence status based on calendar information, communication mode, device type,
network connectivity status, location, type of activity, identity of other parties in communication,
etc.
 Number of modes of status sufficient to support optimal work habits, such as online, offline, do not
disturb, on a call/conference, busy, limited availability, out of office.
 Authorized users to visually observe the status of another person on the network. Ability to adjust
the username or nickname displayed with the presence indication.
 Presence to be viewed in lists or groups based on user, administrator or software assignments of
groups.
 Presence to be determined across groups of people, based on the highest level of availability for
one or more members of that group.
 Initiation of any mode of communication from the presence indication, including IM, email, calling,
conferencing, collaboration, etc.
 Ability to change from one mode to another, as appropriate, during a session.
 Ability to limit the communication modes based on the presence status of the selected user (e.g.,
call user is not presented, or active, if the user is in "do not disturb" mode).
 Group chat functionality whereby users must have the ability to initiate a group chat at any time
and to populate the invited members from a predefined or automated group list (from email) or
buddy list (from IM). In addition, specify the cost standards required to securely federate IM with
other specific enterprises or systems.
 Ability for presence information to be imbedded into business applications, such as CRM and
ERP systems.
3.48
IM Communications
Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer to
Solution Requirements Matrix, IM Communications tab.
3.49
Audio, Video and Web-Based Conferencing
3.49.1 Cook County currently has two Polycom Teleconferencing systems. Cook County also has a service (Avaya
Aura6 Audio/Web premise system) that provides on demand/ad hoc conference calls of up to 200 users.
3.49.2 Proposer should also specify what components the proposed conferencing solution requires to
support/integrate with the required capabilities.
3.49.3 Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer
to Solution Requirements Matrix, Matrix, Audio, Video and Web-Based Conferencing tab.
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3.50
Video for UC Integration
3.50.1 Proposer must confirm that proposed video solutions have been tested and certified to interoperate with the
proposed UC solution; that the video proposer participates in UC proposer's partner program, and
addresses the following attributes of the proposed video solutions:
 Describe the specific use cases, access methods and scalability for the proposed video solutions
(i.e., desktop, room-based, mobile, tablet, etc.).
 Describe if point-to-point or multiparty.
 Specify the industry standards supported by the proposed video solutions, and whether solutions
are fully or partially proprietary.
 Specify video formats supported with corresponding bandwidth and technical specifications.
 Describe the enterprise network requirements and specifications to support high-quality video and
audio transmission, low packet loss and node failure, as well as how reliability and performance of
the proposed video solutions would be affected by use of the public Internet.
 Describe the video-specific hardware infrastructure (cameras, multipoint control units [MCUs],
servers, gateways, microphones, speakers, etc.) and software proposed to support integration
within a UC environment. Include virtualized or cloud components.
3.50.2 Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer
to Solution Requirements Matrix, Voice Mail and Unified Messaging tab.
3.51
Mobile Communications and Capabilities
3.51.1 Proposer must provide a brief overview of native mobility capabilities included with the proposed
configuration, as well as mobility options available. Proposer must answer the following questions:
 What mobile operating platforms does your mobile solution support (i.e., Android, iOS, Symbian,
BlackBerry, carrier-based multi-OS solutions)?
 What devices does your solution support (i.e., desktop PC, laptops, smartphones and tablets)?
 What third-party products are your mobile communications solutions compatible with?
 How does your solution support a common user experience across a broad set of clients?
 How many distributed application servers are required, and how is the system managed overall to
support users in dispersed locations?
 How does your mobility solution integrate with IP PBX and PBX environments? Or what mobility
capabilities does your UC solution support?
 What communications protocols do your UC applications support?
 Does your solution support VoIP over the cellular data channel (3G/4G)?
 If so, specify required bandwidth, latency, loss, etc., needed from the wireless service when
permissible.
 How do you license mobile communications solutions?
 What other UC-based applications or related services are available either through licensing or as
an add-on to the mobile commutations services?
 How does the proposed solution provide mobile users with tools that enable them to access UC
functions and relevant information from enterprise business applications for specific processes
and jobs?
 Does your mobile client interoperate with UC and business applications from other providers?
 How does your mobile client integrate with enterprise voice mail and email?
 How does the proposed solution provide mobile users with access to UC functions such as IM
and presence?
 Do presence and IM capabilities come as standard features of your mobile client, licensing and
compatibility supported with other vendors? If so, which vendors?
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3.52
Centralized Management
3.52.1 Do presence and IM capabilities come as standard features of your mobile client, licensing and compatibility
supported with other vendors? If so, which vendors?
3.52.2 Proposer’s system solution must include Centralized Management capabilities that have the ability to
complete moves, adds, changes and deletions to reduce future service costs.
3.52.3 Proposer must detail the connection means for such Centralized Management. There should be a failsafe
back-up connection.
3.52.4 The Centralized Management System/Equipment must address, but not limited to, the required services.
Proposer must respond to system requirements matrix included as a separate attachment. Refer to
Solution Requirements Matrix, Centralized Management tab.
3.53
Proposer Design Summary
Proposer must provide one or more illustrations showing all physical distribution of the software modules on servers,
routers, appliances, etc., by location and geography, as appropriate.
3.54
Solution Architecture
Proposer must provide detailed answers to these questions:
3.54.1 How can your solution for presence and IM be architecturally independent from the proposed voice
solution? Could it work without the support of the rest of the proposed solution? If so, how?
3.54.2 How does the proposed solution work and interface with IP- and time-division-multiplexing (TDM)-based
systems?
3.54.3 Proposer should provide a copy of your Technology Roadmap, and note where your company is today in
the technology plan lifecycle.
3.55
Network Diagrams
Proposer should provide one or more (as needed) illustrations showing the network topology and connectivity of the
solution for:



3.56
Specific network elements included in the RFP
Interoperation with existing or prerequisite network elements
Interoperation with external networks (PSTN, Internet, cellular, WLAN/WAN, etc.)
Physical Requirements
Proposer should specify:
3.56.1
3.56.2
3.56.3
3.56.4
3.56.5
Floor space to support the proposed solution
Floor-loading requirements
Raised-floor requirements
Minimum ceiling height
A diagram is optional.
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3.57
Environmental Requirements
3.57.1 Proposer should specify:
 System power circuit breaker panel location
 Lighting requirements
 Long- and short-term environmental ranges that the system can tolerate, including the:
 Desirable temperature range
 Desirable humidity range
 Heat dissipation of the system at maximum configuration in British thermal units (BTUs)
per hour
3.57.2 Proposer must document and employ practices that prevent damage due to shock or environmental
conditions that exceed ratings of material prior to installation. Proposer is responsible and liable for
installation practices required to properly store, handle and mount materials to avoid damage to workers, the
facility or the material.
3.58
Power Requirements
3.58.1 Protection from power surges, spikes, and voltage transients with adequate regulators, filters, and isolators
must be included as part of Proposer’s system specifications. Proposer must also provide protective devices
to prevent equipment damage due to static discharge, electrical surges, under, or over- voltage, or miswired building circuits.
3.58.2 Proposer must thoroughly outline in their responses the number and types of protective devices to be used
between the system and power source for this purpose. This must include at least 60 minutes of batterypowered backup in the event that power is lost. System must also provide notification of power outages to
the Central Management System. Also, proposer must provide a method of configuration and system
feature retention in the event of a power issue.
3.58.3 Proposer must specify:
 Voltage and phase parameters of the main components, such as servers and gateways
 Circuit breaker panel requirements relative to the number of circuits and amperage ratings
 Recommendations for reserve power requirements in stand-by hours and battery capacity
(ampere-hours), if an uninterruptible power supply (UPS) is proposed
 PoE requirements for handsets
 Centralized and local power and cooling requirements
 Describe proposer’s ability to provide licensed union electrician to install electrical circuits on an asneeded basis.
 Provide the cost of a Licensed union electrician’s hourly rate
3.59
Network Requirements
3.59.1 Selected proposer will perform a network assessment to ensure the readiness of the network and assist
with remediation which includes, but not limited to, upgrades to current network operating systems,
interfaces and equipment. Proposer agrees to work with the Cook County’s Infrastructure Team to
engineer, schedule, and implement network changes adhering to the Cook County’s Change
Management Policy. Only the selected proposer shall receive all necessary details related to network
configuration.
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3.59.2 Proposer must respond to system requirements matrix included as a separate attachment. Refer to
Solution Requirements Matrix, Network Requirements tab.
3.60
VoIP Readiness Assessment
3.60.1 Proposer should systematically analyze data network configuration, monitor key component utilization,
and assess call quality by generating traffic loads that imitate a VOIP system’s traffic across the
network at each installation site.
3.60.2 At each site during implementation, evaluate VOIP call quality over several days, running hundreds of
simulated calls over the network and taking measurements to determine the network’s readiness.
3.61
System Redundancy, Reliability and Survivability:
Proposer define the reliability, redundancy or duplication and survivability options it offers that support
the ability to configure systems to appropriate levels of resiliency for the following options:
3.61.1 Redundancy within a site
3.61.2 Redundancy and hot failover at an alternate site
3.61.3 Redundancy and warm (manual intervention) or cold (date restoration and system configuration)
failover at an alternate site
3.61.4 Automatic data and content backup and restoration at a local or remote site
3.61.5 Proposer must provide a brief overview of native mobility capabilities included with the proposed
configuration, as well as mobility options available. Proposer must answer the following questions:
3.61.6 The connectivity, and how access to the solution is accomplished in the event of partial or full system
failure of the solution
3.61.7 How the redundancy, reliability and survivability are affected with system growth
3.61.8 Backup power for the system or phantom power to handset
3.62
System Security and Compliance
3.62.1 The proposed system must provide for secure, encrypted communications between endpoints for peerto-peer communications, and between endpoints and servers for all other communications. Signaling
channels and media streams must be secured. The response must address the methods used for
securing this communications function.
3.62.2 Users of the system from outside the enterprise premises (i.e., outside the enterprise firewalls) must
have the ability to maintain the security of the communications signaling and media streams. Securing
the communications should not require additional hardware or software elements (such as VPNs) to
create and maintain the secure communications channels.
3.63
System Management
3.63.1 Proposer should confirm that the proposed management solution supports the basic fault management
functions listed and should describe fault management capabilities. Also, describe methods and procedures
used to detect troubles and component failures in the proposed system, as well as alarm monitoring and
diagnostic tools provided by the proposed system.
3.63.2 The system management solution must meet the following minimum requirements:

The system management tool must provide maximum flexibility for rapid, efficient and cost-effective
configuration changes to the VoIP/UC solution through a standard browser-based interface
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3.64
(including, but not limited to, format screens, pull-down menus, valid entry choices, online help and
templates).
Administration, system monitoring, diagnostic and maintenance operations for all locations must be
supported using a centrally located server(s) with distributed client workstations. Simultaneous
access from multiple locations by multiple users must be supported.
Ability to access remotely so someone can be on standby.
Moves, adds and changes must be implemented transparently across all locations.
Online system administration must not disrupt service. The telephone system must remain
operational during backups, updates and upgrades.
The solution must support strong security features (including, but not limited to, password attribute
customization, authentication logging, audit logs and multilevel authorization access).
Support open protocols, including SNMPv3, SOAP, XML and HTML.
Support centralized provisioning, maintenance and troubleshooting.
Offer a single administrative point that is simple, intuitive and consistent across all systems and
applications.
Proposer should include a brief overview of the proposed management solution, including:
Overall capabilities, briefly addressing how the management solution meets the minimum
requirements set forth above.
Major hardware and software components and any customer-provided server and client PC
requirements.
Whether the software to support the functionality is included in the overall system price or provided at
an additional charge.
Reporting
3.64.1 Detailed call reporting is very high on Cook County’s requirement list and the expectation of Cook County is
that all areas will have the same level of reporting functionality and will integrate with Calero (formerly
VeraSmart) Call Accounting Software.
3.64.2 Cook County expects the capability to run detailed reports on DID, station or extension based calls.
Reporting should have the ability to be distinctive to the user/operator, group, department and/or campus.
3.64.3 Proposer must provide sample reports for the following, and/or note any criteria not available or unable to
meet:
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Basic traffic analysis
Peak call times (incoming/outgoing)
Basic local and long distance cost analysis (Per user, department, campus)
Fax usage reports
Trunk analysis
Inbound reporting
The number of calls were answered by a station and which line
The duration of each call answered as well as max and average duration of calls for a station made to
all line appearances.
The wait time before a call is answered on any line of a station
The number of calls are placed on hold and time duration while on hold.
Transferred Calls
The number of calls to a line were answered by each station and then transferred to another number.
What was the transfer destination and what were the top transfer destinations
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3.65
Number of calls to a line went to voice mail
Outbound Calls
Number of outbound calls were placed by a station, on what line was the call placed, what was the
destination, what was the duration and if transferred what was the transfer destination?
Also detail how long proposed system retains call details and how far back proposed system can be
reported on.
Role-based Access Control
3.65.1 The proposer's proposed configuration management solution shall support role-based access
within the secure online administration portal.
3.65.2 Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer
to Solution Requirements Matrix, Role-Based, Access Control tab.
3.66
Multi-agency Support (Multi-business Unit Support)
Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer to
Solution Requirements Matrix, Multi-Agency Support tab.
3.67
Self-Care
Proposer must respond to system requirements matrix included as a separate attachment in the RFP. Refer to
Solution Requirements Matrix, Self-Care Support tab.
3.68
Deployment Automation
Proposed solution should support the automation of the customer deployment process (i.e., provisioning of locations
and phones/users), including automating the provisioning of:
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Network infrastructure (PBX clusters and UC servers)
Implement dial plan for the required call flows and number construction
SIP trunk(s)
Local gateways (plus remote survivability)
Analog gateways
Configure customer services within the UC servers
Create customer organization hierarchy (e.g., agencies, business units or countries)
Deploy locations or sites within the IP PBX clusters and UC servers
Create administrators
Configure inventory levels (numbers, services, devices)
Automate bulk transactions
Multiple locations, users, devices, services, etc.
Auto discover devices when they are connected to the network, and then:
Auto provision and register devices when they are connected to the network
Auto provision and connect the phone to a pre-loaded the user's configuration
Automate the cutover of devices from legacy to IP PBX
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3.69
Dial Plan Management
Proposer should describe if the proposed configuration management solution support the central administration of
dial plan.
3.70
Site Survey and Mass Data Migration
Proposers’ solution should:
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Support the ability to efficiently collect and collate customer data.
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Provide a site survey tool to enable local teams to collate all the user, device and service data. This
data should be able to be automatically uploaded into the network configuration process without
rekeying the data.
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Provide a mass migration tool to pull data automatically from various network sources (e.g., PBX,
LDAP directory), and then:
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Clean the data (i.e., remove data that is no longer accurate)
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Normalize the data (i.e., reformat the data)
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Validate and upload the data into the configuration management tool
3.71
Asset Tagging
Proposer will develop and implement a method for all assets. Assets will be tagged to clearly show the date in which
equipment was purchased. It is the responsibility of the Proposer to record all serial numbers and other information
deemed pertinent by Cook County and include such data on the asset tag and in the Cook County’s asset
management database or equivalent. It is the responsibility of the Proposer to ensure that all equipment purchased
and installed will be asset tagged. All asset tags will be affixed in a neat and uniform way.
3.72
Inventory and License Management
Proposed configuration management solution should support the central administration of inventory and provide a
record of what inventory items have been consumed across the organization. Solution should cover the following
inventory items:
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3.73
Network
IPT resources (e.g., IP addresses, E164 numbers)
Devices
Services
Numbers
Provide inventory levels across the organization:
Central level
Regional or country level
Business or agency level
Site level
Convert inventory consumption into license consumption, by applying business rules
Transactions, Audit and Reporting
Proposed configuration management solution should support the ability to create reports and audit transactions,
including:
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Full transaction recording (i.e., every transaction that is performed will be recorded)
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3.74
Search transaction logs by user, subgroup, type of transaction (e.g., failed transaction), date or
actual transaction number
Detailed audit capability on nominated types of transaction to meet regulatory compliance
Flexible configuration to nominate transaction types that will be made available for audit
Before and after settings captured
Flexible reporting package that allows custom reports to be created easily
Deployment report (e.g., number of sites deployed, rate of deployment)
Inventory reports (i.e., consumption of services or resources)
MACD transactions performed
Delegation of reporting access for management levels so that a single agency could generate its
own reports and view only its own data
Advanced business analytics, including a dashboard showing real-time changes to the system
and the ability to allocate communications costs across the organization by department or cost
center.
Solution Ownership and Performance
Warranty, Maintenance and Training
3.74.1 After the warranty period, the successful proposer will be required to service, maintain and provide training
support for the entire working life of the proposed system.
3.74.2 Cook County expects and the Proposer agrees that all systems, equipment, software, and related
components installed will be free from defects for a period of one (1) year from final acceptance by Cook
County. Final acceptance is to be determined on a per site basis and will be contingent upon reaching
system availability of 99.999% uptime for a six month period. Proposer will track warranty dates and provide
reports as needed.
3.74.3 Subsequent maintenance for all systems, equipment, software, and related components will be implemented
on a per site basis and that this maintenance coverage will be co-terminus. Proposer will provide a detailed
warranty and maintenance plan that will clearly outline how the Proposer will fulfill Cook County’s warranty
and co-terminus maintenance requirements.
3.74.4 Proposer will be required to coordinate with the County’s current vendor(s) for maintenance and support of
the embedded legacy systems.
3.74.5 Any upgrades or “product evolution” enhancements to the system that become available during the initial
Contract term will be included to the previously installed base at no additional cost to COOK COUNTY, i.e.
the last year’s equipment may have more features than the first year’s due to product development;
therefore, the first year equipment will be upgraded to the latest model at no additional cost.
3.74.6 Proposer should specify the warranty periods for all solution hardware, as well as the software associated
with running the proposed systems and applications.
3.74.7 The proposer must quote maintenance on a contractual basis as outlined in the Price Proposal Appendix
11. Quotes for system maintenance options should include annual hardware and software support, software
upgrades and remote monitoring.
3.74.8 The proposer should be able to support an emergency response time of no more than two hours, 24/7.
3.74.9 Cook County Bureau of Technology will be able to choose different service levels for different locations. For
instance, branch locations and headquarters may need different service levels.
3.74.10 Proposer should:
 Define the number of factory-trained service technicians available through the local service
depot, and identify the centers from which technicians will be dispatched after hours, on holidays
and during weekends.
 Provide a copy of the standard maintenance contract and details of optional extras.
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Describe committed response times and mean time to repair (MTTR) by type of service
disruption.
Provide a copy of normal maintenance escalation procedures, and include communications with
affected parties — with names and contact details of all parties affected.
Provide an emergency contact number if normal channels of fault-reporting communications fail.
Describe how that emergency contact number will be answered and by whom.
Are there any times or restrictions by day, week or month on this service?
What information will those answering a call have available?
Will they have specific information on the system being proposed for the organization?
Describe the procedures for software updates and upgrades; detail what, if any, costs would be
associated with upgrades.
Define major and minor alarm conditions, and how the system responds to each circumstance.
Describe the capabilities for remotely monitoring the system.
Describe the capabilities for automatically reporting fault conditions, both to organizational and
supplier personnel.
Describe supporting tools, such as expert systems, used to assist in problem diagnosis and
service restoration.
Indicate where the local and regional parts depots are located.
Provide an inventory of all spare parts, including pricing that will need to be maintained in on-site
inventory.
4. Support Services and Service Level Agreements (SLAs)
4.1. Proposer will employ technical support staff that is trained and certified by the manufacturer as qualified and
competent to troubleshoot and maintain the full system including components and interconnections to
collateral systems. Proposer must provide evidence of applicable registration and certification by members
of its staff by the manufacturer of the proposed system. Proposer agrees that all service shall be delivered
by technicians carrying proper certification.
4.2. Proposer will present a Service Level Agreement (SLA) for review by Cook County. The SLA will include a
service plan designed to respond to and resolve all service calls within a mutually-agreed upon timeframe
given the priority of the service call. The service plan must include a provision for repair materials and a
timeframe for service engagement to ensure resolution of service calls within the specified time.
4.3. Selected Proposer’s plan will also include a service protocol that integrates with Cook County’s existing
Cherwell service and help desk. The service protocol must also detail Proposer’s support model for break/fix
support.
4.4. Selected proposer agrees to work with the Cook County to determine how priority levels will be assigned to
service requests. Cook County reserves the right to adjust priorities as well as response/resolution times as
deemed necessary:
4.5. Priority Impact Schedule:
Priority Impact
Response
Resolution/Repair
Critical component down – loss of minutes
site or central function
hour or as required
Critical component degraded –
loss of communications or
connections
hours or as required
30 minutes
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Non-critical component down –
loss of Function.
1 hour
hours
Other request, question
2 hours
hours
4.6. Selected proposer will provide a toll free number to report service calls. This toll-free number will be
connected to Proposer’s service center which will be available to Cook County twenty-four (24) hours a day,
seven (7) days a week.
4.7. Emergency Response
4.7.1.
The proposer must provide a detailed in-place plan to restore service if the system is rendered totally
inoperative as a result of a major malfunction or catastrophe. The proposer must specify the maximum
time to provide limited service. In the event of a major system failure, a replacement system must be
made available. The proposer must state where the replacement system is located and the time that
will be required to restore full service.
4.7.2.
Furthermore, the proposer should recommend installing telephones within the organization to be
connected directly to the PSTN so that emergency communications will be possible in the event of a
total system failure.
5. Implementation
5.1. Proposer should take note that the County has a number of agencies (Agency list in Appendix 8) i.e. Jail &
Hospital, that operate 7x24 and will require special consideration during implementation.
5.2. Proposer’s response must include a detailed implementation plan that provides a phased and coordinated
approach. At minimum, the implementation plan must address:
5.2.1. Operational impact analysis
5.2.2. Formal project plan, including dependencies and contingencies
5.2.3. Project stages and milestones
5.2.4. Well-defined integration points that clearly define the systems and services delivered.
5.2.5. Site cutover times that do not disrupt County activities
5.2.6. Integration with other telephony systems
5.2.7. Integration with other applications
5.2.8. Communications processes for reporting the project's progress
5.2.9. Coordination with circuit carriers to transfer service to new circuits in a phased and continuous
manner
5.2.10. Coordination with carriers to transfer existing numbers to DIDs
5.2.11. Coordination with Long Distance carrier to migrate existing LD service to new BTNs as required.
5.2.12. As well as any Toll Free 800 Services (as required)
5.2.13. Coordination with all carriers to update any required account and billing changes
5.2.14. Site surveys at each facility to determine equipment installation requirements, raceway routes and
cable requirements.
5.2.15. All stated bullet points above must be in a phased and coordinated manner
5.2.16. Proposer will provide material necessary for a complete installation, including structural support,
trim plates, wall-mount kits, and functional and aesthetic materials required to securely mount and
conceal systems installation.
5.2.17. Sample of installation drawings.
5.2.18. Sample of how Proposer will address network configuration requirements and recommendations.
5.2.19. How Proposer will manage the implementation project
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5.2.20. Resources required, the responsibilities of each of the parties, and who is financially responsible
for provisioning each resource
5.2.21. Recommendations for briefing the project manager and other County stakeholders
5.2.22. Training schedule by audience type
5.2.23. As part of implementation, the selected proposer will provide, in Visio format, complete installation
drawings for each site, system one-line or schematic diagrams showing detailed connections to
equipment. Selected proposer will provide setup instructions with a complete listing of system
adjustable parameters, default settings and field settings for each.
5.2.24. Selected proposer will provide core and remote site network configuration requirements and
recommendations. Network diagrams for each site’s LAN will be provided in Visio format.
Router/switch configurations may need to be modified a part of implementation. Coordination of
network changes will be required during implementation; therefore, dedicated network engineers
will be needed. Resumes of qualified network engineers must be included in proposal.
5.2.25. Selected proposer will include system long-term shutdown procedures and startup procedures.
Documentation must be provided in both hard and soft copies using Microsoft Office document
formats.
5.2.26. Responsibility for Proposed System Implementation
5.2.27. The proposer must include a statement describing the terms of the agreement with the
manufacturer(s) of the proposed solutions. The statement must define the distributor's authorized
territory, note the current contract expiration date, and include a statement from the manufacturer
agreeing to support the product, the distributor and the buyer for a minimum of seven years.
5.2.28. If the bid is from more than one party, such as a combined proposal from a manufacturer and a
distributor or system integrator, then the accountabilities of each party must be spelled out clearly.
The prime contractor and the account management structure proposed must be acceptable to the
customer.
6. Training
6.1.
6.2.
6.3.
6.4.
6.5.
6.6.
6.7.
The successful proposer will be required to provide online, on-site training and train-the-trainer sessions
to users and system management communities.
Proof of Concept: Within thirty (30) days of Contract signing, the selected proposer agrees, at no cost to
Cook County, to install a proof of concept environment at Cook County’s Downtown Campus. All
equipment, software, connectivity lines and applications to replicate the proposed voice/data converged
network solution will be provided. Hands-on training for this environment will be included within the
parameters of technical training. The proof of concept environment must be able to simulate varying traffic
loads and demonstrate failover capabilities of design.
Technical Training: Proposer will develop a technical training program to ensure full system understanding
and operational capabilities for Cook County staff that will be managing, maintaining and monitoring the
proposed voice/data solution on a daily basis. Selected proposer will coordinate with Cook County’s
representatives for training and staff development to determine course content and participant lists. Cost
proposal will include all aspects of training including travel and expenses. Cook County is not required to
provide anything beyond the space and time for training.
Proposer will provide detailed course descriptions and samples of course materials.
Proposer agrees that technical training will be provided on a minimal of three (3) levels: Basic,
Intermediate and Advanced. Basic is general Help Desk technical training; Intermediate is Break/Fix
technical training; Advanced Systems design and administration technical training. All technical training
will apply credits, if applicable, towards certification and/or certify the participants.
Selected proposer will provide multiple technical training classes for up to twenty (20) persons per class
and level covering the same topics on separate days at a time determined by Cook County.
Selected proposer will provide qualified and knowledgeable staff, appropriate materials and supporting
equipment necessary to deliver training. The selected trainer must be certified in the subject matter being
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6.8.
6.9.
6.10.
6.11.
6.12.
6.13.
6.14.
6.15.
6.16.
6.17.
6.18.
6.19.
6.20.
6.21.
6.22.
6.23.
6.24.
6.25.
6.26.
6.27.
6.28.
taught. Proposers must submit detailed resumes of all recommended trainers. Cook County reserves the
right to request alternate trainers if deemed necessary. Selected proposer will coordinate to deliver a
topical outline and preview materials to class participants one week prior to class time.
Training must be provided on the following topics. Each training session must be supplemented by a
question-and-answer period of not less than two hours.
Network and individual system component design and architecture
Network VoIP configuration and troubleshooting.
System functions and features.
System maintenance and adjustment of serviceable components.
Troubleshooting and typical system abnormalities.
Support and maintenance staff qualifications and necessary equipment for support and maintenance.
Support and warranty contact information
Trouble reports and escalation list.
Other topical information may be required to fully communicate system functions, system maintenance and
user capabilities. Proposer agrees to videotape all training classes and turn over four (4) copies of the best
presentation to Cook County for future reference. All videotaping equipment and supplies will be provided
by selected proposer. Cook County reserves the rights to rebroadcast any and all training videotapes to all
Cook County employees and their designated sub-contractors. Training will not be considered complete
and final until manuals and technical training is accepted by the Telecommunications Director and Chief
Technology Officer.
Proposer will develop, user training classes for groups of up to twenty (20) persons at each site covering
the topics in section above outlined on a schedule as determined by Cook County. Multiple training
sessions for larger facilities may be necessary. Each site is not required to provide anything beyond the
space and time for training.
Proposer will provide detailed course descriptions and samples of course materials, including quick
reference guides.
Selected proposer’s Project Manager will schedule classes for a minimum of two (2) hours and coordinate
with County Project Manager for each site to determine the time and place for training to accommodate
administrative and teacher limitations.
Selected proposer will provide qualified and knowledgeable staff, appropriate materials and supporting
equipment necessary to deliver training. The selected trainer must be certified in the subject matter being
taught. Proposers must submit detailed resumes of all recommended trainers. Cook County reserves the
right to request alternate trainers if deemed necessary. Selected proposer will coordinate to deliver a
topical outline and preview materials to class participants one week prior to class time. Proposer will also
develop and produce condensed training quick reference guides to leave with every site.
Training covers the following topics as a minimum with a question and answer period of not less than one
hour.
System operational description, functional capabilities and normal performance expectations.
Fully describe and demonstrate user operations by establishing and routing calls, accessing and
programming voicemail and performing other user functions. Provide staffing, as required, at remote sites
to simulate functionality.
User troubleshooting guide for typical system abnormal conditions.
Support contact information.
Strategies and methodologies to use new communication tools to enhance personal productivity and time
management.
Other topical information may be required to fully communicate system functions, system maintenance and
user capabilities. Proposer agrees to videotape all training classes and turn over four (4) copies of the best
presentation to Cook County for future reference. All videotaping equipment and supplies will be provided
by selected proposer. Cook County reserves the rights to rebroadcast any and all training videotapes.
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Training will not be considered complete and final until manuals and technical training is accepted by the
Director of telecommunications and Chief Technology Officer of Cook County.
7. Equipment Removal, Buy-Back and Disposal Program
Proposer understands and agrees that certain existing equipment and related wiring and components will need to be
removed from Cook County facilities. Proposer will submit a detailed plan for equipment and component removal that
will include an equipment buy-back program and disposal program that meets all State and Federal disposal
regulations. Buy-back of existing equipment will be based on current published fair market value of such equipment
and components. Proposers must indicate an estimated dollar amount of equipment buy-back as Optional pricing
within the Pricing Proposal and Summary (Appendix 11).
8. Optional Services
8.1. Proposer (optionally) may describe how any optional services work, what the benefits they provide and any
hardware and software required. All costs must be itemized as optional pricing in the Pricing Proposal and
Summary (Appendix 11).
8.2. Video Conferencing: Proposer should identify all components necessary to integrate video conferencing
(Desktop and Multi-party) into the overall proposed voice solution.
8.3. Computer Telephony Integration (CTI): Proposer should identify developed CTI applications that Cook
County may use to enhance the County’s customer experience and that of the County’s residents.
8.4. Outbound Paging: Proposer should identify all components necessary to integrate the proposed voice
system with an outbound paging solution capable of sending preprogrammed numeric or alphanumeric
pages.
8.5. Fax on Demand: Proposer should identify all components necessary to integrate the proposed voice system
with a fax on demand solution; allowing users to either call an IVR or go to a web site to request an
automated form to send to their fax machine.
8.6. SIP PSTN Gateway: Understanding that the Cook County’s goal is to leverage SIP trunks to the PSTN in
the future, please provide a SIP gateway solution that would meet the County’s needs.
8.7. Other Proposer Options: Proposer (optionally) may describe any additional options NOT included in the
Proposer’s solution. Proposer should describe how any optional services work, what the benefits they
provide and any hardware and software required. All costs must be itemized and included in the Pricing
Proposal and Summary (Appendix 11).
9. System Pricing and Licensing
9.1. Cook County is seeking firm pricing. All initial and ongoing expenses over a five-year term must be
identified in the Pricing Proposal and Summary (Appendix 11).
9.2. Hardware and software should be proposed by providing a maximum unit cost.
9.3. Professional services and maintenance should be proposed by providing a firm bid.
9.4. The proposer should describe the system and user application licensing model for the proposed solution,
and provide all costs and fees in Appendix 11.
9.5. Pricing proposal must include any and all associated costs, including but not limited to:
 Voice, messaging, IM and presence, conferencing, CEBP
 Standard features
 Optional features
 Data network upgrades, including PoE
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Field system design
Installation and cabling
Database development
Software
Documentation
Training
Delivery costs
Phone types
Network Assessment
All Licenses
Maintenance
Project management costs
9.6. Cook County is also seeking Optional pricing. Vendors may optionally provide pricing for the monthly cost
(July 31, 2016 through July 2020) of maintaining the current phone system. As each location is transitioned
to the new system, maintenance of the current system will discontinue. Provide all costs and fees for
optional pricing in Appendix 11.
9.6.1 Maintenance Requirements
Refer to Appendix 11. Current sys, mtc eq (optional)-Tab for a list of current equipment manufacturer
material codes.
Proposer will employ technical support staff that is trained and certified by the manufacturer as qualified and
competent to troubleshoot and maintain the full system including components and interconnections to
collateral systems. Proposer must provide evidence of applicable registration and certification by members
of its staff by the manufacturer of the proposed system. Proposer agrees that all service shall be delivered
by technicians carrying proper certification.
Proposer will present a Service Level Agreement (SLA) for review by Cook County. The SLA will include a
service plan designed to respond to and resolve all service calls within a mutually-agreed upon timeframe
given the priority of the service call. The service plan must include a provision for repair materials and a
timeframe for service engagement to ensure resolution of service calls within the specified time.
Respond to elements below in Solution Requirements, Appendix 9.
 Proposer’s service personnel
 Proposers Service Center
 Remote maintenance support
 Remote diagnostics, troubleshooting, problem resolution
 Remote monitoring 24/7
 Onsite maintenance Support 8x5
 Out of hours onsite support
 T& M rates
 Parts and materials replacement
 Single Point of Contact, SPOC
 Agency – Carrier, SPOC
 Dedicated Service Manager
 Product Correction support
 Preventive Maintenance
 Software/Firmware updates
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Service Level Agreements, SLA’s. Refer to RFP section 4
Emergency Response
References
10. Instructions to Proposers
10.1
Instructions
This RFP provides potential proposers with sufficient information to enable them to prepare and submit proposals.
This RFP also contains the instructions governing the submittal of a proposal and the materials to be included
therein, including the County requirements, which must be met to be eligible for consideration. All proposals must be
complete as to the information requested in this RFP in order to be considered responsive and eligible for award.
Proposers providing insufficient details will be deemed non-responsive. The County is not obligated, either to
purchase the full services or the products proposed by the proposer, nor to enter into an agreement with any one
proposer.
10.2
Availability of Documents
The County will publish their competitive bid, RFP, and other procurement notices, as well as award information, at:
http://legacy.cookcountygov.com/purchasing/bids/listallbids.php
Interested suppliers should note that, unless otherwise stated in the bid or RFP documents, there is no charge or fee
to obtain a copy of the bid documents and respond to documents posted for competitive solicitations. Proposers
intending to respond to any posted solicitation are encouraged to visit the web site above to ensure that they have
received a complete and current set of documents. Some procurement notices may provide a downloadable version
of the pertinent documents and any amendments to them, that will be available to suppliers after they have
completed a simple registration process. Additionally, some notices may permit a supplier to submit a response to a
posted requirement in an electronic format.
Any proposers receiving a copy of procurement documents from a bid referral service and/or other third party are
solely responsible for ensuring that they have received all necessary procurement documentation, including
amendments and schedules. The County is not responsible for ensuring that all or any procurement documentation is
received by any proposer that is not appropriately registered with the County.
10.3
Pre-Proposal Conference
The County will hold a Pre-Proposal conference on the date, time and location indicated below. Representatives of
the County will be present to answer any questions regarding the services requested or proposal procedures.
Prospective Proposers will respond to the contact person listed on the front cover of the RFP at least one day prior to
the Pre-Proposal Conference to confirm participation and number of representatives attending the meeting. A
maximum of 2 representatives from each firm may attend the pre-proposal conference.
Attendees are encouraged to bring a copy of the RFP to the Pre-Proposal conference.
Date: Tuesday, July 7, 2015 at 10:00 a.m.
Location: 118 N. Clark Street, Room 1018, Chicago, IL 60602
10.4
Special Access to the Pre-Proposal Conference
If special accommodations are required for Proposer to attend the Pre-Proposal Conference or the proposal opening,
contact the contact person listed on the cover page of this RFP via email or by phone no later than three (3) days
before the event.
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10.5
Clarifications:
Questions regarding this RFP will be submitted in writing to the contact person listed on the cover page of this RFP
no later than Friday, July 10, 2015 at 10AM.
10.6
Delivery of Proposal Package
The Proposal and the Pricing Proposal will be delivered either by hand or sent to the County, Office of the Chief
Procurement Officer through U.S. Mail or other available courier services to the address shown on the cover page of
this RFP. Include the RFP number on any package delivered or sent to the County Office of the Chief Procurement
Officer and on any correspondence related to this RFP or the Proposal. The Proposer remains responsible for
insuring that its Proposal is received at the time, date, place, and office specified. The County assumes no
responsibility for any Proposal not so received, regardless of whether the delay is caused by the U.S. Postal Service,
any other carrier, or some other act or circumstance. Proposals received after the time specified will not be
considered.
If using an express delivery service, the package must be delivered to the designated building and office and not to
the County Central Receiving facilities.
10.7
Uniformity
To provide uniformity and to facilitate comparison of Proposals, all information submitted must clearly refer to the
page number, section or other identifying reference in this RFP. All information submitted must be noted in the same
sequence as its appearance in this RFP. The County reserves the right to waive minor variances or irregularities.
10.8
Proposal Material
The Proposal material submitted in response to the RFP becomes the property of the County upon delivery to the
Office of the Chief Procurement Officer and will be part of any contract formal document for the goods or services
which are the subject of this RFP.
10.9
Addenda
Should any proposer have questions concerning conditions and specifications, or find discrepancies in or omissions
in the specifications, or be in doubt as to their meaning, they should notify the Office of the Chief Procurement Officer
no later than Friday, July 10, 2015 at 10AM to obtain clarification prior to submitting a Proposal. Such inquires must
reference the proposal due date and the County RFP number.
Any clarification addenda issued to Proposer prior to the Proposal due date shall be made available to all proposers.
Since all addenda become a part of the Proposal, all addenda must be signed by an authorized Proposer
representative and returned with the Proposal on or before the Proposal opening date. Failure to sign and
return any and all addenda acknowledgements shall be grounds for rejection of the Proposal.
Interpretations that change the terms, conditions, or specifications will be made in the form of an addendum to the
solicitation by the County. If issued the County will post the addenda on the County If issued, the County will post
the addenda on the County website:http://legacy.cookcountygov.com/purchasing/proposals.html. In the event there
are any conflicts between the general terms and conditions and any special terms and conditions, the special terms
and conditions shall take precedence.
10.10 Proposer’s Responsibility for Services Proposed
The Proposer must thoroughly examine and will be held to have thoroughly examined and read the entire RFP
document. Failure of Proposers to fully acquaint themselves with existing conditions or the amount of work involved
will not be a basis for requesting extra compensation after the award of a Contract.
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10.11 Errors and Omissions
The Proposer is expected to comply with the true intent of this RFP taken as a whole and shall not avail itself of any
error or omission to the detriment of the services or the County. Should the Proposer suspect any error, omission, or
discrepancy in the specifications or instructions, the Proposer shall immediately notify the County in writing, and the
County will issue written corrections or clarifications. The Proposer is responsible for the contents of its Proposals
and for satisfying the requirements set forth in the RFP. Proposer will not be allowed to benefit from errors in the
document that could have been reasonably discovered by the Proposer in the process of putting the proposal
together.
10.12 RFP Interpretation
Interpretation of the wording of this document shall be the responsibility of the County and that interpretation shall be
final.
10.13 Confidentiality and Response Cost and Ownership
From the date of issuance of the RFP until the due date, the Proposer must not make available or discuss its
Proposal, or any part thereof, with any employee or agent of the County. The Proposer is hereby warned that any
part of its Proposal or any other material marked as confidential, proprietary, or trade secret, can only be protected to
the extent permitted by Illinois Statutes.
10.14 Use of Subcontractors
The Proposer’s response must include a description of which portion(s) of the work will be subcontracted out, the
names and addresses of potential Subcontractors and the expected amount of money each will receive under the
Contract. The County reserves the right to accept or reject any subcontractor if in the County’s sole opinion it is in
the best interest of the County.
10.15 MBE/WBE Participation Goals
Consistent with Cook County, Illinois Code of Ordinances (Article IV, Section 34-267 through 272), and the County
has established a goal that MBE/WBE firms retained as subcontractors receive a minimum of 35% of the overall
estimated expenditures for this procurement. In an effort to continue to promote and expand the participation of
certified MBE/WBE firms, the proposer shall make good faith efforts to utilize MBE/WBE certified firms as
subcontractors. In its response, a proposer shall state the name(s) of the minority and women subcontractor(s) and
the level of participation proposed for each firm to be awarded a subcontract, and submit the MBE/WBE Utilization
Plan Forms (Appendix 16) in a separate envelope.
10.16 Proposer’s Disclosure and Conflict of Interest
The Proposer must complete and return the enclosed "Economic Disclosure Statement & Forms" along with their
proposal. In the event that further clarification is required on any of the information provided, the County reserves the
right to make any necessary inquiry with a proposer for such purpose. Such inquiry, if made, may include a deadline
by which time any necessary clarifying information must be submitted.
10.17 Cook County RFP Format
All proposers will use this solicitation format for submitting their proposal. Variations or exceptions from the
specifications and general conditions should be submitted in writing. Such variations or exceptions may be
considered in evaluating the offers received. Any exception taken must be noted in the space provided within this
solicitation. Failure to comply with this requirement may cause a proposer’s proposal to be considered
"nonresponsive."
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10.8
RFP Response Terminology
It is important for proposer to respond in a concise manner to each section of the RFP document. Indicate the level of
compliance with required specifications by replying with the following language:
 "Acknowledge" — The proposer has read and understands the information provided; however, no action is
required by the proposer.
 "Comply" — Proposer meets the specifications.
 "Partially comply" — Proposer meets part of the specification; proposer should always explain how, or the
deviation from the specification.
 "Comply with clarification" — Proposer meets the specification; however, the manner in which the proposer
accomplishes this may be different from that specified in the RFP. The proposer should provide clarifying
information.
 "Exception" — Proposer does not meet the specification. Please provide an alternative solution when
possible.
10.19 Pricing
All price and cost information requested in this solicitation should be provided by the proposer. While price is a factor
in the evaluation of responses received, the relevant importance of price may vary based on the nature of the
purchase and the related significance of other criteria as may be expressed elsewhere in this solicitation. In
evaluating price, the County may give consideration to all cost of ownership factors relevant to determine the total
final cost to the County, including but not limited to: administrative cost of issuing multiple awards. The County will
be the sole determinant of the relevant and appropriate cost factors to be used in evaluating any Base or Alternate
offers and/or Options.
10.20 Period of Firm Proposal
Prices for the proposed service must be kept firm for at least one hundred and twenty (120) days after the last time
specified for submission of Proposals. Firm Proposals for periods of less than this number of days may be
considered non-responsive. The Proposer may specify a longer period of firm price than indicated here. If no period
is indicated by the Proposer in the Proposal, the price will be firm until written notice to the contrary is received from
the Proposer, unless otherwise specified in this RFP.
10.21 Awards
The County may, at its discretion evaluate all responsive Proposals. The County reserves the right to make the
award on an all or partial basis or split the award to multiple Proposers based on the lowest responsible proposers
meeting the specifications, terms and conditions. If a split award impacts the outcome of the project it must be so
stated in the proposal.
10.22 Cook County Rights
The County reserves the right to reject any and all offers, to waive any informality in the offers and, unless otherwise
specified by the Proposer, to accept any item in the offer. The County also reserves the right to accept or reject all or
part of your Proposal, in any combination that is economically advantageous to the County.
10.23 Alteration/Modification of Original Documents
The Proposer certifies that no alterations or modifications have been made to the original content of this Bid/RFP or
other procurement documents (either text or graphics and whether transmitted electronically or hard copy in
preparing this proposal). Any alternates or exceptions (whether to products, services, terms, conditions, or other
procurement document subject matter) are apparent and clearly noted in the offered proposal. Proposer
understands that failure to comply with this requirement may result in the proposal being disqualified and, if
determined to be a deliberate attempt to misrepresent the proposal, may be considered as sufficient basis to
suspend or debar the submitting party from future County Bid and RFP procurement opportunities.
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10.24 Recycling
Packaging which is readily recyclable, made with recyclable materials, and designed to minimize potential adverse
effects on the environment when disposed of by incineration or in a landfill is desired to the extent possible.
Product(s) offered which contain recycled materials may be acceptable provided they meet all pertinent specifications
and performance criteria outlined in this RFP. If the product(s) offered are manufactured utilizing recycled materials,
identify the percentage composition and nature of the recycled content within.
11. Evaluation and Selection Process
11.1
Responsiveness Review
County personnel will review all proposals to ascertain that they are responsive to all submission requirements.
11.2
Acceptance of Proposals
Chief Procurement Officer reserves the right to reject any or all Proposals or any part thereof, to waive informalities,
and to accept the Proposal deemed most favorable to the County.
11.3
Evaluation Process
An evaluation committee comprised of the County personnel will evaluate all responsive proposals in accordance
with the evaluation criteria detailed below.
This evaluation process may result in a short-list of proposals. The evaluation committee, at its option, may request
that all or short-listed proposers make a presentation, other customer testimonials, submit clarifications, schedule a
site visit of their premises (as appropriate), provide a best and final offer, provide additional references, respond to
questions, or consider alternative approaches.
11.3.1 Proposer Presentations
The County reserves the right to, but is not obligated to, request and require that each Proposer provide a formal
presentation of its Proposal at a date and time to be determined. If required by the County, it is anticipated that such
presentation will not exceed four (4) hours. No Proposer will be entitled to present during, or otherwise receive any
information regarding, any presentation of any other Proposer.
11.3.2 Right to Inspect
The County reserves the right to inspect and investigate thoroughly the establishment, facilities, equipment, business
reputation, and other qualification of the Proposer and any proposed subcontractors and to reject any Proposal
regardless of price if it shall be administratively determined that in the County’s sole discretion the Proposer is
deficient in any of the essentials necessary to assure acceptable standards of performance. The County reserves the
right to continue this inspection procedure throughout the life of the Contract that may arise from this RFP.
11.3.3 Best and Final Offer
The County reserves the right to request a Best and Final Offer from finalist Proposer(s), if it deems such an
approach necessary. In general, the Best and Final Offer will consist of updated costs as well as answers to specific
questions that were identified during the evaluation of Proposals.
If the County chooses to invoke this option, Proposals will be re-evaluated by incorporating the information requested
in the Best and Final Offer document, including costs, and answers to specific questions presented in the document.
The specific format for the Best and Final Offer would be determined during evaluation discussions. Turnaround time
for responding to a Best and Final Offers document is usually brief (i.e., five (5) business days).
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11.3.4 Selection Process
Upon review of all information provided by shortlisted proposers, the evaluation committee will make a
recommendation for selection to the Chief Procurement Officer for concurrence and submission to the County
elected officials. The County reserves the right to check references on any projects performed by the proposer
whether provided by the proposer or known by the County. The selected proposal will be submitted for approval to
the County Board. The County intends to select a proposal that best meets the needs of the County and provides
the best overall value. Upon approval of the selected Proposer, a contract will be prepared by the County and
presented to the Selected Proposer for signature.
12. Evaluation Criteria
12.1
Responsiveness of Proposal
Proposer is compliant with all the submission requirements of the RFP.
12.2
Technical Proposal
Proposals will be reviewed and selected based on the following criteria:
1. Product features, Technical, Payment and Security requirements , Quality of the proposed Plan of Action,
Project Approach, Project Management and Methodology, including implementation schedule, support in the
post implementation phase and understanding of the County’s agencies (involved in this RFP) goals and
objectives.
2. Qualifications and specialized experience for the Proposer to successfully perform the services for the
County, as evidenced by the successful implementation of similar projects in at least preferably two (2) large
complex public sector organizations. Preferably city, county, state, or other government entities.
3. Qualifications and experience of the proposed key personnel as evidenced by relevant experience.
4. Level, quality, and relevancy of proposed participation by certified MBE/WBE firms.
5. Financial stability of the Proposer.
12.3
Price Proposal
Price will be evaluated separately for overall reasonableness.
13. Submission of Proposal
13.1
Instructions for Submission
13.1.1 Number of Copies
Proposers are required to submit one (1) original and (2) copies no later than the time and date indicated in the RFP.
Proposers should also submit two (2) electronic copy of the proposal on CD/DVD or flash drive. The original should
be clearly marked “original.”
The Pricing Proposal must be submitted separately in the form of one (1) original and (2) copies. Proposers should
also submit two (2) electronic copy of the proposal on CD/DVD or flash drive. The original should be clearly marked
“original.”
The MBE/WBE Utilization Plan Forms (Appendix 16) shall be submitted in a separate sealed envelope. The envelope
shall clearly identify the content as “MBE/WBE Utilization Form”.
13.1.2 Time for Submission
Proposals shall be submitted no later than the date and time indicated for submission in this RFP. Late submittals
may not be considered.
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13.1.3 Format
Proposal should be left-bound with information on one side only. Material should be organized following the order of
the submission requirements separated by labeled tabs. Expensive paper and bindings are discouraged since no
materials will be returned.
13.1.4 Complete Submission
Proposers are advised to carefully review all the requirements and submit all documents and information as indicated
in this RFP. Incomplete proposals may lead to a proposal being deemed non responsive. Non responsive proposals
will not be considered.
13.1.5 Packaging and Labeling
The outside wrapping/envelope shall clearly indicate the RFP Title and date and time for submission. It shall also
indicate the name of the proposer. The Price Proposal shall be submitted in a separate sealed envelope. The
envelope shall clearly identify the content as “Price Proposal”. All other submission requirements shall be included
with the Technical Proposal.
13.1.6 Timely Delivery of Proposals
The Proposal, including the Technical Proposal and the Pricing Proposal must be either delivered by hand or sent to
Cook County, Office of the Chief Procurement Officer through U.S. Mail or other available courier services to the
address shown on the cover sheet of this RFP. Include the RFP number on any package delivered or sent to the
County, Office of the Chief Procurement Officer and on any correspondence related to the Proposal. If using an
express delivery service, the package must be delivered to the designated building and office. Packages delivered
by express mail services to other locations might not be re-delivered in time to be considered.
13.1.7 Late Proposals
The proposer remains responsible for ensuring that its Proposal is received at the time, date, place, and office
specified. The County assumes no responsibility for any Proposal not so received, regardless of whether the delay is
caused by the U.S. Postal Service, the County Postal Delivery System, or some other act or circumstance.
13.1.8 Schedule of Revisions to RFP Schedule
Should the Proposer consider that changes in the County’s RFP schedule are required; the Proposer shall submit a
revised summary schedule with an explanation for the revision for the County’s review. The County will be under no
obligation to accept revised schedules.
13.2
Submission Requirements
13.2.1 Cover Letter
The cover letter shall be signed by an authorized representative of the Proposer. The letter shall indicate the
Proposer’s commitment to provide the services proposed at the price and schedule proposed.
13.2.2 Executive Summary
The executive summary should include a brief overview of the Countywide VOIP Implementation Services and the
key personnel who will be responsible for the services to be provided. The Summary shall also identify the members
of the team that comprise the Proposer. Indicate the organizational relationship of the team members and include an
organization chart for the project.
13.2.3 Qualifications of the Proposer
Include a brief description of the organization’s track record, including history, number of employees, number of years
in business, and a list of projects relevant to this RFP. Provide a list of references where relevant projects were
implemented. Include the name of the contact person, name of the organization, project dollar value, address,
telephone number and email address. Please provide at least three (3) references, preferably with municipal
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government projects. In addition, for each firm included in the proposal provide at least three (3) references with
relevancy to the project scope.
13.2.4 Propose Plan of Action, Implementation and Solution
Provide a detailed proposed plan of action indicating how all requirements will be met and the methodology proposed
recommendations and implementation plan to successfully meet the goals of the County. In addition, the proposed
plan of action shall include key milestones, staff & schedule, and ability to deliver value with a solution evidenced by
cost savings.
13.2.5 Key Personnel
Provide a chronological resume for each of the key personnel proposed. Each key personnel shall have three (3)
references. In addition, provide the time commitment for each key personnel. Indicate the level of their commitment
to other projects if any.
13.2.6 Subcontracting or Teaming
The proposer may be comprised of one (1) or more firms as to assure the overall success of the project. The firm
shall identify each team member and specify their role. The Chief Procurement Officer reserves the right to accept or
reject any of the team members if in the Chief Procurement Officer’s sole opinion replacement of the team member,
based on skills and knowledge, is in the best interest of the County. Completion of the Identification of SubContractor/Supplier/Sub-Consultant Form (Appendix 17) is a requirement for proposal submission.
13.2.7 MBE/WBE Participation
For each MBE/WBE certified firm proposed, provide the name of the MBE/WBE firm(s), level of participation, the role
that the subcontractor(s) will perform, the type of services that it will provide, and a brief background and resumes of
proposed personnel proposed and submit the MBE/WBE Utilization Plan Forms (Appendix 16). The County may only
award a contract to a responsible and responsive proposer. In the event that the proposer does not meet the
MBE/WBE participation goal stated by the County for this procurement, the proposer must nonetheless demonstrate
that it undertook good faith efforts to satisfy the participation goal. Evidence of such efforts may include, but shall not
be limited to, documentation demonstrating that the proposer made attempts to identify, contact, and solicit viable
MBE/WBE firms for the services required, that certain MBE/WBE firms did not respond or declined to submit
proposals for the work, or any other documentation that helps demonstrate good faith efforts. Failure by the proposer
to provide the required documentation or otherwise demonstrate good faith efforts will be taken into consideration by
the County in its evaluation of the proposer’s responsibility and responsiveness.
13.2.8 Financial Status
Provide the audited financial statements for the last three fiscal years. Include the letter of opinion, balance sheet,
schedules, and related auditor’s notes.
13.2.9 Legal Actions
Provide a list of any pending litigation in which the proposer may experience significant financial settlement and
include a brief description of the reason for legal action.
13.2.10 Conflict of Interest
Provide information regarding any real or potential conflict of interest. Failure to address any potential conflict of
interest upfront may be cause for rejection of the proposal.
13.2.11 Economic Disclosure Statement
Execute and submit the Economic Disclosure Statement (“EDS”). In the event any further clarification is required on
any of the information provided, the County reserves the right to make any necessary communication with the
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Proposer for such purpose. Such communication, if made, may include a deadline by which time any necessary
clarifying information must be submitted.
13.2.12 Contract
The Professional Services Agreement is provided for information only. Execution of the Professional Service
Agreement is not required at the time the proposal is submitted. In the event you disagree with the Contract
provisions, submit any exceptions to the standard contract and include the rationale for taking the exception. If you
are proposing alternate language, please include the language for consideration.
Insurance Requirements:
Prior to the effective date of this Contract, the Contractor, at its cost, shall secure and maintain at all times, unless
specified otherwise, until completion of the term of this Contract the insurance specified below.
Nothing contained in these insurance requirements is to be construed as limiting the extent of the Contractor's
responsibility for payment of damages resulting from its operations under this Contract.
Contractor shall require all Subcontractors to provide the insurance required in this Agreement, or Contractor may
provide the coverages for Subcontractors. All Subcontractors are subject to the same insurance requirements as
Contractor except paragraph (f) Excess Liability or unless specified otherwise.
The Cook County Department of Risk Management maintains the right to modify, delete, alter or change these
requirements.
Coverages:
Workers Compensation Insurance:
Workers' Compensation shall be in accordance with the laws of the State of Illinois or any other applicable
jurisdiction.
The Workers Compensation policy shall also include the following provisions:
Employers' Liability coverage with a limit of:
$1,000,000 each Accident
$1,000,000 each Employee
$1,000,000 Policy Limit for Disease
Commercial General Liability Insurance
The Commercial General Liability shall be on an occurrence form basis to cover bodily injury and property damage
including loss of use.
General Liability limits shall not be less than $1,000,000 per occurrence and $2,000,000 aggregate combined single
limit for bodily injury and property damage with defense outside the limits. The General Liability policy shall include
the following coverages:
 All premises and operations;
 Contractual Liability;
 Products/Completed Operations;
 Separation of insured’s.
Commercial Automobile Liability Insurance
When any motor vehicles are used in connection with the Services to be performed, Contractor shall secure
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Commercial Automobile Liability Insurance to cover all owned, leased, non-owned and hired automobiles, trucks and
trailers. The Commercial Automobile Liability Insurance limits shall not be less than the following:
Liability - All Autos: Bodily Injury & Property Damage - $1,000,000 per Occurrence
Professional Liability (Primary & Excess)
Contractor shall secure Professional Liability insurance covering any and all claims arising out of the performance or
nonperformance of professional services for the County under this Agreement.
This professional liability insurance shall remain in force for the life of the Contractor’s obligations under this Agreement,
and shall have a limit of liability of not less than $5,000,000 in the aggregate. A claims-made policy which is not
renewed or replaced must have an extended reporting period of 2 years.
Subcontractors performing professional services for the Contractor must maintain limits of not less than $1,000,000
with the same terms in this section.
Any retroactive date or prior acts exclusion must predate both the date of this agreement and any earlier
commencement of any services.
Coverage must be maintained for a minimum of two (2) years after final completion of the services or work provided
by the Vendor.
Cyber and Privacy & Securities Liability (Primary and Excess)
Coverage for, but not limited to, Privacy and Security coverage which shall include loss arising from Service Interruption,
Confidentiality Breaches and Privacy Invasion, Software Failure, Information Assets Coverage and Business
Income/Extra Expense coverage with minimum policy limits of $5,000,000 in the aggregate. Subcontractors must
maintain limits of not less than $1,000,000 with the same terms in this section.
Any retroactive date or prior acts exclusion must be predated both the date of this agreement and any earlier
commencement of any services.
Coverage must be maintained for a minimum of two (2) years after final completion of the services or work provided by
the vendor.
Umbrella/Excess Liability
Contractor shall secure coverage in excess of general liability, automobile liability, employers liability in the amount of a
least $5,000,000 per occurrence/$5,000,000 aggregate.
Crime Coverage
Contractor must provide Blanket Crime coverage that covers all persons handling funds under this Agreement
against loss by dishonesty, robbery, burglary, theft, destruction, disappearance, computer fraud as well as other
related crime risks. Limits shall be no less than $1,000,000.
Contractor’s Equipment
Contractor and all tiers of subcontractors are responsible for all tools, equipment materials or supplies owned rented,
or used by Contractor.
Additional Requirements:
Additional Insured
Cook County, its officials, employees and agents shall be listed as additional insureds under the Commercial General
Liability insurance, Commercial Automobile Liability, Cyber and Privacy & Securities Liability Insurance. Contractor’s
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RFP 1590-14365
insurance shall be primary and non-contributory with any insurance or self-insurance maintained by Cook County. Any
insurance or self-insurance maintained by Cook County shall be excess and shall not contribute with it. The full
policy limits and scope of protection shall apply to Cook County as an additional insured even if they exceed the
minimum insurance limits specified above.
Qualification of Insurers
All insurance companies providing coverage shall be licensed or approved by the Department of Insurance, State of
Illinois, and shall have a financial rating no lower than (A-) VII as listed in A.M. Best's Key Rating Guide, current
edition or interim report. Companies with ratings lower than (A-) VII will be acceptable only upon written consent of
the Cook County Department of Risk Management.
Insurance Notices
All policies of insurance required under terms of this Contract shall be endorsed to provide that the insurance
company shall notify the Office of the Chief Procurement Officer at least 30 days prior to the effective date of any
cancellation or modification of such policies. Prior to the date on which Contractor commences performance of its
part of the work, Contractor shall furnish to the County certificates of insurance maintained by Contractor. The receipt
of any certificate of insurance does not constitute agreement by the County that the insurance requirements have
been fully met or that the insurance policies indicated on the certificate of insurance are in compliance with insurance
required above.
In no event shall any failure of the County to receive certificates of insurance required hereof or to demand receipt of
such Certificates of Insurance be construed as a waiver of Contractor's obligations to obtain insurance pursuant to
these insurance requirements.
Waiver of Subrogation Endorsements
All insurance policies must contain a Waiver of Subrogation Endorsement in favor of Cook County.
Other
Submit any information the Proposer deems pertinent to demonstrate its qualifications to perform the services.
Page 47 of 88
RFP 1590-14365
Appendix 1 Cook County Network
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Appendix 2 Enterprise Network
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Appendix 3 Health and Hospital
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Appendix 4 Enterprise Station Count
Site
Brunswick
118 Clark
Domestic V
28 N Clark
Daily Ctr
Commissioners
District - 2, Chicago
District - 4, Chicago
District - 5, Posen
District - 6, Crestwood
District - 7, Chicago
District - 8 Chicago
District - 12 Chicago
District - 13, Evanston
District - 15, Elk Grove Village
District - 16, LaGrange
Bridgeview
Jail
Hawthorne
Enterprise
Analog Digital Digital Digital
Phone Phone Phone Phone
Auto
Wireless
2500
6408
6416
6424 DS1FD Fax Modem TDD Xmobile X-Port Audix Attendant Phones Totals
1040
1139
36
18
211
53
7
8
2338
4850
626
845
72
20
285
175
61
5
2089
303
129
62
3
3
500
160
79
22
261
1196
895
216
83
11
2401
1
1
1
1
1
1
1
1
1
1
5
5
5
5
5
5
5
5
5
5
Little Res S
Camp - S
566
7
9
190
14
21
1
2
Remote - 1
Remote - 2
Remote - 3
3980
119
77
72
1161
44
15
19
18
4
Rockwell
111th st
88
197
28
181
95
18
6
1
12
48
46
16
455
109
14
28
9
1
2
Page 51 of 88
6
35
380
3
40
3
10
6
6
6
6
6
6
6
6
6
6
Total 10,161
862
21
30
Total
913
6155
163
92
91
Total 6,501
341
338
57
RFP 1590-14365
Grand
Belmont
Harris
51st st
47
31
27
26
7
21
17
18
Medical X
Adult Prob
Maxwell
CWU
1764
90
194
4
18
525
72
36
2
51
Forest Park
Des Plaines
Forest P
Police HQ
1701 1st
26th Beach
States Att Riverside
536 Harlem
Cicero W/H
680
659
54
8
11
22
85
3
53
1
164
270
26
8
15
17
32
31
76
17
11
11
925
545
27
633
25
168
11
4
4
Juvi
Markham
Maywood
Oak Forest
Rolling Mdows
Skokie
Vista/POC
497
124
2
9
1
1
1
2
10
10
10
1
155
22
6
3
68
63
55
55
Counts & Quantities are subject to change
Total
977
382
2826
192
236
6
74
Total 3,334
5
5
1
65
100
56
46
1
9
2
13
11
1
2
19
9
4
1
8
194
4
5
70
359
3
22
39
1
46
8
32
6
Total
1086
81
16
37
39
131
34
507
18
Total
1,001
Total
1,787
852
41
Total
893
Total
724
Counts & Quantities are subject to change
Page 52 of 88
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RFP 1590-14365
Appendix 5 Health and Hospital Station Count
Cook County Health and Hospital
Health & Hospital
Site
Anlog
Phone
2500
Digital
Digital
Digital
Phone 6408 Phone 6416 Phone 6424
13
DS1FD
Fax
Modem
96
814
249
TDD
Xmobile
X-Port
Audix
Auto
Attendant
Wireless
Phones
Totals
141
7383
50
1281
Stroger Hos pi ta l
3066
2646
358
Provi dent Hos pi ta l
656
354
31
118
48
Fa ntus Cl i ni c
463
234
17
102
16
832
Hektoen Cl i ni c
111
125
2
41
13
292
Woody Wi ns ti n Cl i ni c
22
7
4
2
35
Aus ti n Cl i ni c
49
37
3
1
Ci cero Cl i ni c
19
15
5
4
5
Core Center
247
83
56
32
5
Ci otta ge Grove
40
26
5
9
14
94
Engl ewood Cl i ni c
43
16
5
4
4
72
Li ncol n Cl i ni c
47
18
4
8
7
84
Woodl a wn
31
20
51
Nea r South
52
24
76
Prei to
50
46
96
Loga n
54
18
72
8
24
90
48
14
445
Total
Counts & Quantities are subject to change
Page 53 of 88
10,900
RFP 1590-14365
Appendix 6 Partner Systems
Cook County Partner Systems
Site
Highway #1
Highway #2
Highway #4
Highway #5
FPD Maint
FPD Garage
FPD Fisheries
Trailside MUS
Sandridge
River Trails
Tinley Creek
Thorncreek
Skokie HQ
Sag Valley
Palos HQ
No. Branch
No. West Branch
Des Plaines
Poplar Creek
NW Resource
Salt Creek Main
Salt Creek Res
Crabtree NC
Skok Res
Tinley Crk
Thorn Crk Res
Indian Boundry
Dan Ryan Woods
Comm Murphy
Calumet Div HQ
Comm Silvestri
Comm Tobolski
Comm Simms
Forest Preserve
Partner Systems
Location
Schaumburg
Des Plaines
Orland Park
Blue Island
Maywood
Maywood
Orland Park
River Forest
So. Holland
Northbrook
Orland Park
Lancing
Northfield
Palis Park
Willow Springs
Niles
Rolling Meadows
Mt prospect
Elgin
Elk Grove Village
No. Riverside
Western Springs
Barrington
Glenview
Oak Forest
Chgo Heights
Chicago
Chicago
Crestwood
Chicago
Chicago
Lagrange
Posen
Oak Park
Trunks
Stations
30
30
20
30
30
12
20
10
18
16
10
10
8
10
10
10
15
8
12
15
8
8
10
6
8
8
10
10
8
10
10
10
10
10
450
Site
Logan Square
Near South
Prieto Clinic
Provident
Woody Winston
Austin Clinic
Cicero Clinic
Core Center
Cottage Grove
Englewood Clinic
Stroger
Lincoln Clinic
26th and Cal
Bridgeview
Brunswick
Hawthorne
Juvenile
Markham
Maywood
Oak Forest
Skokie
Rolling Meadows
Page 54 of 88
Counts and quantities are subject to change
DS1
2
2
2
7
2
2
2
3
2
2
37
2
32
15
79
15
13
16
28
8
13
11
295
ISDN
0
0
0
0
0
2
0
0
0
0
0
0
13
16
14
18
10
11
23
2
7
9
125
Trunk Ports
55
54
54
166
47
47
56
75
53
48
772
53
823
460
1789
414
442
421
806
320
351
310
7616
RFP 1590-14365
Appendix 7 IVR
69 W Washington
Avaya CM 5.2.1
(184 T1 sessions)
Avaya SM 6.3
270 SIP Sessions
T1/PRI
PSTN (AT&T)
Separate Voice / Data VLANs; PoE; QoS
Fiber
WAN Router
Avaya CM 6.3
Fiber
T1/PRI
118 N Clark
WAN
Avaya G450
Sip Proxy
400 SIP Sessions
5x MK1000b
8 ISDN T1s
Separate Voice / Data VLANs; PoE; QoS
DR IC Server Site
WAN Router
Primary IC Server Site
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RFP 1590-14365
Appendix 8 Cook County Agencies
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
Administration, Bureau of
Administrative Hearings
Adoption & Child Custody Advocacy
Ambulatory and Community Health Network
Animal & Rabies Control
Assessor, Office of the
Asset Management, Bureau of
Auditor, Office of the
Board of Review
Brookfield Zoo
Budget & Management Services, Department of
Building & Zoning
Capital Planning & Policy, Department of
Cermak Health Services
Chicago Botanic Garden
Chief Judge, Office of the
Clerk of Cook County
Clerk of the Circuit Court of Cook County
Comptroller, Office of the
Contract Compliance, Office of
Chicago Cook Workforce Partnership
CORE Center, Ruth M. Rothstein
Economic Development, Bureau of
Environmental Control
Ethics, Board of
Facilities Management
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
·
Finance, Bureau of
Forest Preserves of Cook County
Geographic Information Systems
Health & Hospitals System, Cook County
Homeland Security & Emergency Management
Human Resources, Bureau of
Independent Inspector General, Office of the
Investor Relations
Justice Advisory Council
Juvenile Temporary Detention Center
Law Library
Liquor Commission
Medical Examiner, Office of
Oak Forest Health Center
Planning and Development
Procurement, Office of the Chief Procurement Officer
Provident Hospital
Public Administrator
Public Affairs and Communications
Public Defender, Law Office of
Public Guardian
Public Health, Department of
Real Estate Management
Recorder of Deeds & Registrar of Titles
Revenue, Department of
Risk Management
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RFP 1590-14365
Appendix 9 Solution Requirements, Proposer’s Response Submittals
Proposer provide detailed responses to the proposed solution as requested below. Each response must be clearly identified by the submittal document identification number. If
response is provided in a separate attachment file name must begin with the submittal document identification number.
Reference No.
Category
Description
3.1.2
General Requirements
Describe how the proposed solution will provide service to all Cook County agencies,
departments and buildings within the County footprint.
3.1.3
General Requirements
Provide logical schematic diagrams and physical design drawings in Visio format representing
physical and environmental parameters for all locations
3.1.4
General Requirements
Provide an itemized list of proposed system equipment including all common, stationary and
auxiliary components necessary for the successful operation of the proposed system, such as
equipment cabinets, distribution frames, and power requirements.
3.1.12
General Requirements
Provide a suggested internal support model for its proposed solution that will detail appropriate
staffing levels for all aspects including, but not limited to, help desk, break/fix, field technical
support, systems administration, E911 compliance and on-going training. Model must include
skills sets required for specific functions, recommended qualifications/experience of staff and
training recommendations.
3.2
System and Equipment
Configuration
Provide specific information regarding the configuration of the network’s systems and equipment
including, but not limited to, central processing unit(s), cabinets, power supply(s), cabling and all
hardware, software and miscellaneous equipment necessary for operation. This configuration is
to be based on the entire project.
3.3
Equipment Capacity
3.4
Data System Integration
1. Provide the size or scale to which the system can be increased without the necessity for
a model change or field upgrade.
2. Provide the configuration requirements at which additional cabinets, shelves, etc. Initial
installation of all PBXs, cabinets, shelves, wiring, cross-connects, and other equipment
must be sized such that inclusion of any additional equipment up to the capacity limit
can occur solely by the addition of sets, station wiring and jacks, and appropriate card
insertion.
Provide detailed requirements for data systems integration including link capacity, failover paths,
and traffic profiles and anticipated traffic levels.
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3.7
Network Diagram and
Configuration
Provide specific information about the design and configuration of the proposed solution.
Proposer must also include network diagrams that clearly and logically show the proposed
network design concept. If the proposed solution includes multiple central distribution points, it
must provide and show failover redundancy. Proposer must also include network diagrams
depicting anticipated failure points and failover paths. All diagrams must be in Visio format.
3.8
Disaster Recovery/Business
Continuity
Provide a business continuity strategy for both disaster recovery an failover. Propose a solution
using the following scenarios for both incoming and outgoing calls:
—Loss of Campus (Downtown, Jail, Hospital)
—Loss of a Primary Data Center
—Loss of a Secondary Data Center
—Loss of Campus to remote site WAN connectivity
—Loss of Primary PSTN Gateway(s)
3.8
Disaster Recovery/Business
Continuity
Provide and describe the method of memory retention of all specified system features and
configurations in the event of a power failure. The method of backup, capacity and type of
memory shall be stated, with time limits.
3.10
Handsets, Consoles, and
Phones
3.11
Handsets
Recommend a solution that best meets Cook County needs for both cost and functionality for
both IP and analog devices. Please provide a detail description of licensing costs for both
bundles and a la carte.
Proposed phones sets:
1. Provide which models support add-on adapters or modules to expand the Phone’s
functionality (e.g., additional buttons). Describe adapters and modules available.
2. Provide which models provide integrated application support for Lightweight Directory
Access Protocol (LDAP) directories, a customized phonebook, call log and open
standard customizable application download via XML, Java, HTML and Wireless
Markup Language (WML).
3. Recommend a solution that best meets Cook County needs. While most of the
County’s current phones appear to be configured with only one (1) line; eight (8) or
more feature buttons or line appearances is not uncommon on digital phones. For the
County’s handsets we are looking for a solution which will allow us to hang an
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appearance of any extension on any phone
3.12
Headsets:
1. Provide the cost of providing one thousand (1,000) wireless headsets that are
compatible with the proposer’s telephones.
3.13
3.14
Consoles
Furnish documentation to support the following requirements:
Voice Requirements
1. Solution must include, but not limited to, the following advanced operator console
system for the Cook County Stroger Hospital:
2. Windows based application that will link to PBX systems
3. Inbound caller ID information to allow operators to route call accordingly
4. Launch Critical Codes to teams, individuals and groups via pagers, text message etc.
5. Perform transferring of calls with single clicks within software.
6. Provide operators with a software application (SPOK, ZEACOMM or like application)
for processing/handling calls using their computers. Operators should be able to quickly
and accurately look up staff and launch code calls, as well as message and page to
individuals, groups, and roles. Perform warm transfers without actually taking a call
based on caller ID information, ability to pull reports for calls and pages sent from any
operator’s position.
Proposer should specify how much bandwidth is required and associated codes to adequately
transmit packetized voice conversations.
Proposer should provide details about call setup time, the architectures of its systems and
system families (such as switches, telephony servers and gateways), and the redundancy
features of its proposed solutions.
3.14
Voice Requirements
1. Proposed solution may include a Centralized or Distributed PBX model with multiple
distribution points (PBXs).
2. If a distributed model is used provide documentation that supports connectivity and
communication between each additional distribution point and be capable of being
managed as one PBX and have a unified dialing plan. County envisions a network
centered on a core system, super cluster of four (4) geography diverse systems
interconnected to create a high availability core system.
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RFP 1590-14365
3.15.1
Voice Requirements
Provide a list of features that are included in the proposed voice solution, and indicate which
features are standard and which are extra-cost options
3.15.3
Voice Requirements
3.15.4
Voice Requirements
Provide a detailed description on supporting voice calls for the hearing impaired.
Proposer should describe how these devices, which include analog phones, connect to the
system, as well as the distance limitations.
3.16.5
Voice Requirements
The Proposer shall provide a detailed design on PBX System interfaces and connectivity. The
PBX(s) shall be capable of distributing DID and Non-DID lines.
3.16.11
Voice Requirements
The proposer's shall indicate proposed configuration management solution support LDAP
integration.
3..18
Enhanced E911 Compliance
1. Provide a detailed description on how all phones including IP and soft phones will be
recognized by the system based on a move, add, change or deletion to ensure E911
compliance.
2. Provide a detailed architecture on how the system works from the originating phone call
to updating the PSAP.
3.20
Wireless IP Phone Nurse Call
1. Describe your mobile communications solution (SPOK, AIRWATCH or like application)
to help improve processes and integrate into nursing and patient systems (Nurse Call
Center).
2. Describe your ability to send secure HIPPA compliant messaging to other devices
(pagers, cell phones, PC’s)
3. Integrate messaging and notifications into Cerner System
3.21
Fixed Mobile Convergence
Fixed Mobile Convergence, Provide your:
1. Capabilities that support dual-mode phones
2. User feature access to the telephone system and roaming capabilities
3. Hardware and software architecture and requirements
3.22
System Features for Trunking
1. Describe how the proposed system interface with established local and long-distance
public networks.
2. Indicate the system's capability to support trunk aggregation.
3. Describe how does the system support compatibility with specific Session Initiation
Protocol (SIP) trunks at the carrier trunk, system level and the SIP handset level, and
for what respective codecs.
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4. Describe what standards and techniques for quality of service (QoS) are supported to
ensure acceptable and consistent voice quality over the data network.
5. Describe how does the system support time-of-day (TOD) routing, which allows the call
routing patterns accessed to be changed based on the TOD, how many TOD tables
does it support, and how many times per day can this occur.
6. Describe what classes of service and classes of restriction that the system support.
7. Describe the proposed solution's ability to interoperate with existing voice
communication resources, such as PBX systems, voice mail systems, conferencing
systems, private or public voice networks directly or through software or hardware
gateways.
3.22
System Features for Trunking
System Networking: Describe:
a. Differences in the networking integration between local and remote users.
b. How the solution is centralized or decentralized.
c. Any messaging feature/functionality that does not carry through the network.
d. Options for networking this solution with other systems.
e. The reroute/backup plan incorporated into its design in the event of a network failure.
f.
Any limitations on the number of networked users.
g. How remote and main-site messaging users can be part of the same "logical network"
as related to applications.
3.24
Configuration Management
Tools
Proposer also has the option to propose configuration management solutions. Cook County
Bureau of Technology recognizes that the proposer may not have native solutions for these
requirements and may require partnering with third parties to support these capabilities.
3.25.1
On-Site Remote Location
Administration
Describe any services that must be administered locally or from a remote site.
3.25.2
System Features for Trunking
Online Data Availability: Describe if the online data is readily available for viewing by the system
administrator. If so, Proposer should describe it works.
3.25.3
Licensing Management
The licensing for the system should be dynamic (i.e., the total number of devices that can
concurrently place/receive calls is determined by the total number of dynamic licenses
Page 61 of 88
RFP 1590-14365
purchased). Licenses should be supported by the proposed system and used anywhere in the
enterprise. Confirm compliance and describe any licensing management capabilities provided
with the proposed management solution.
3.27
Performance Management
1. Describe how the proposed management solution supports centralized performance
management to include, but not limited to:
2. A traffic tool providing graphical and numerical data for call attempts, traffic load,
incoming/outgoing calls and busy-hour call completion (BHCC) for selected periods.
3. Traffic measurements (statistics and counters) on business groups call usage and
patterns, feature usage, hunt groups and CAC.
4. Proposer should confirm that the proposed management solution supports the basic
performance management functions listed, and should describe performance
management capabilities.
3.28
Security
1. Security features of the management solution must include, at a minimum, password
requirements with configurable parameters, access authorization levels, authentication,
secure access, logging activities and backup/restore and patching/update capabilities.
2. Confirm compliance and describe security features of the proposed management
solution as requested below.
o Access entry security for system administrators
o Access entry security for users
o Security associated with accessing databases and other files
o System diagnostics and alarms
o Tools available for security monitoring
o Method of notification for security violations
3.29
Passwords and Access
3.30
Secure Access
Describe the administrative user access levels of various capabilities to restrict administration
access and the flexible password configuration parameters (e.g., password length, aging,
complexity).
1. Describe the mechanisms utilized to ensure secure access to the management
solution, including authentication, secure Web capabilities, session/history logs for
access and changes, invalid access attempt settings, tracking and lockout capabilities.
Page 62 of 88
RFP 1590-14365
3.31
Backup, Recovery and
Updates
2. Describe the mechanisms supporting backup, recovery and update activities. The
system must remain operational during backups, recovery and updates.
3. Describe how this is accomplished. Specify the process to support software release
version control, as well as to support the ability to undo a configuration change if it
becomes necessary to determine the cause of a problem with the functioning of some
other UC component.
3.32
Accounting Management
1. The proposer's proposed management solution must support centralized call detail
records, which can be utilized by an external call accounting application. The system
should generate call detail recordings (CDRs) for incoming and outgoing calls, call
attempts on trunk facilities and station-to-station calls.
2. Describe how the system supports CDR, including the level of detail generated for a
CDR record, methods for capturing and transferring data for processing and CDRs'
buffering capacity. If additional hardware/software is required, delineate these
requirements.
3.33
Optional Management
Optional Management Add-On Capabilities: Based on the objectives provided in the RFP,
describe any optional management tools it recommends to specifically enhance operations and
the ability to manage the proposed solution.
3.37.3
SIP Phones
SIP Phones Description: Provide a brief description, with pictures, of available SIP phones
offered, and indicate which devices have been proposed.
3.23.4
SIP Phones
Confirm that SIP phones conform to IEEE 802.3af PoE standards.
3.37.5
SIP Endpoints
All SIP speakerphone models proposed must be full duplex. Additionally, all SIP phones should
be able to support/implement/fine tune the required Codec ranging from G.711 thruG.729 and all
industry standards, wideband codec, silence suppression (value-added distributor [VAD]) and
echo cancellation to ensure the highest voice quality. Confirm compliance to these minimum
requirements.
3.37.6
SIP Phones
Proposer should offer SIP phone models that provide integrated application support for
Lightweight Directory Access Protocol (LDAP) directories, a customized phonebook, call log and
open standards customizable application download via XML, Java, HTML and Wireless Markup
Language (WML).
Describe which models support these capabilities? Describe the integrated functionality.
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RFP 1590-14365
3.37.7
SIP Phones
Add-on Functionality: Proposer should offer SIP phone models that support add-on adapters or
modules to expand the phone's functionality (e.g., additional buttons). Describe adapters and
modules available.
3.37.8
SIP Phones
Proposer should describe the attributes, other than those detailed above, that distinguish your
SIP phones, including planned enhancements to the SIP phones and expected time frames for
release.
3.38
UC Soft Clients
UC Soft Clients: Describe the desktop, Web and mobile clients and tablets, as well as
softphones and dashboards proposed that provide a single interface to many or all
communication functions. Include communication modes and devices, collaboration and
business applications, integrated presence, use of SIP-compliant trunks and devices, and LDAP,
as well as compliance, security, mobility and extensibility.
UC soft client capabilities must meet the following minimum requirements:
•
Customizable GUI
•
Call control features (e.g., hold, transfer, message waiting indication [MWI])
•
Dialing via the keypad, address books, call lists, using drag/drop or copy/paste
•
LDAP integration
•
Call lists (missed calls, received calls, attempted calls)
•
Post connect dual-tone multifrequency (DTMF) dialing
•
Access to online help
•
Video support
Proposers are required to confirm compliance with the requirements and describe soft-client
capabilities, including, but not limited to, mobility, call handling features and video support.
Provide graphics, where applicable, depicting the GUI. Also, provide the minimum customerprovided PC requirements for supporting the SIP softphone.
3.40.2
UC Integration with Messaging
Describe how the proposed solutions integrate with these messaging application capabilities
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typically associated with email, voice mail and social media:
—Scheduling features and tools
—Calendaring capabilities
—Speech access options for users and callers
—Recommendations for backing up and restoring
—Message search features
—Out-of-office reply options
—Web-based messaging features
—Single inbox capabilities for email, fax and voice mail messages
—Integration capabilities with desktop UC clients, such as Cisco Jabber, Microsoft Lync and
IBM Lotus Sametime
—Message classification options that can protect confidentiality and limit distribution
—Scalability of proposed solution
—System and personal management tools and capabilities
—Message storage and archiving capabilities
—Infrastructure design and upgrade requirements
—Features that support compliance requirements
—System maintenance and support
—Anti-spam/antivirus features
3.42.1
US Service Management
Indicate if the proposed configuration management solution supports the creation of service
packages, so that not all services and features are offered to every employee.
3.44.2
Support and Structure
The proposer should describe if the proposed system will function within a multisite, networked
environment, then the proposer must explain its capability to provide regional and national
support for multiple locations.
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The proposer should describe the structure of its organization, with organization charts showing
the executive, engineering, sales and field support (installation, service and training) entities
within the company.
3.44.3
The proposer should state how many people it employs in each of the following job categories:
3.44.4
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Project Management
Engineering support
Customer service
Interface to telephone service provider
Switch installation
Data networking
Station and cable installation
Training
3.44.5
The proposer should describe their technical support center that provides remote maintenance.
3.44.6
Proposers should state what their 7/24 remote alarm capabilities are and there systems
electronic notification to Cook County would be; include any options
3.44.7
Explain what other types of customer support are available from the technical support center.
Proposer will provide detailed requirements for data systems integration including link capacity,
failover paths, and traffic profiles and anticipated traffic levels.
3.4
Data System Integration
3.45.1
Presence Management
Presence and Instant Messaging (IM): Describe detailed presence protocol support, such as
XMPP and SIP, and how it will handle enterprise communications and collaboration.
3.45.2
Future Presence
The UC solution must provide a user with a means for requesting notification of changes in
availability or presence state of a contact that is currently unavailable for live contact. This
notification should persist until acknowledged or acted on by the user. In addition, the proposed
solution must support notifications beyond visual indications via the client.
Confirm compliance with this requirement and describe this functionality.
3.47.2
Presence Automation
Presence Automation: Describe how the solution can support the following functionality:
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a. Ability to map user presence to the user's calendar, such as in Microsoft Outlook,
automatic adjustment of presence status based on calendar information,
communication mode, device type, network connectivity status, location, type of activity,
identity of other parties in communication, etc.
b. Number of modes of status sufficient to support optimal work habits, such as online,
offline, do not disturb, on a call/conference, busy, limited availability, out of office.
c. Authorized users to visually observe the status of another person on the network. Ability
to adjust the username or nickname displayed with the presence indication.
d. Presence to be viewed in lists or groups based on user, administrator or software
assignments of groups.
e. Presence to be determined across groups of people, based on the highest level of
availability for one or more members of that group.
f.
Initiation of any mode of communication from the presence indication, including IM,
email, calling, conferencing, collaboration, etc.
g. Ability to change from one mode to another, as appropriate, during a session.
h. Ability to limit the communication modes based on the presence status of the selected
user (e.g., call user is not presented, or active, if the user is in "do not disturb" mode).
i.
Group chat functionality whereby users must have the ability to initiate a group chat at
any time and to populate the invited members from a predefined or automated group list
(from email) or buddy list (from IM). In addition, specify the cost standards required to
securely federate IM with other specific enterprises or systems.
j.
3.49
Audio, Video and Web-Based
Conferencing
Ability for presence information to be imbedded into business applications, such as
CRM and ERP systems.
a. Proposer should detail what is a standard handset conference call feature and how
many participants can join.
b. Proposer should note if this standard handset conference call feature requires an
additional licensing cost.
c. Proposer should also describe any extended or advance Conference Calling features
and requirements including: Number of participants, Ad hoc, Assisted or schedulable
via either internal calendaring or Office365, Web Conferencing control, scheduling and
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d.
e.
f.
g.
h.
i.
j.
k.
3.50.1
Video for UC Integration
reporting capabilities, Hardware, Licensing details, Trunking recommendations,
Integration to Avaya Aura6 Audio/Web conferencing,
Provide conferencing (i.e., simultaneous shared communication) between up to [how
many] parties with any combination of the following four functional types: Voice
communications, Video communications, Web collaboration via presentation of
documents, Web collaboration via editing of documents.
Initiate a conference via a meeting invitation or via ad hoc formation of a conference by
contacting a person or by adding people to an existing session.
Record Conference
Invite users to a conference through an invitation that is consistent with an email-based
calendar, including accepting, rejecting or proposing alternate times for a meeting.
Integrate existing conferencing products with the new conferencing function.
Log conferencing activity for billing and usage analysis.
Enable the use of capabilities such as IM, desktop sharing, voice and video calls to
expand a session in real time (e.g., from call to conference) and/or to add or remove
communication modes (e.g., desktop sharing, video).
Enable linking to collaboration tools, such as Microsoft Office SharePoint, and
integration with calendar, tasks and documents to allow prompt, appropriate action on
pending project steps.
Video for UC Integration Confirm that proposed video solutions have been tested and certified to
interoperate with the proposed UC solution; that the video proposer participates in UC
proposer's partner program, and addresses the following attributes of the proposed video
solutions:
1. Describe the specific use cases, access methods and scalability for the proposed video
solutions (i.e., desktop, room-based, mobile, tablet, etc.).
2. Describe if point-to-point or multiparty.
3. Specify the industry standards supported by the proposed video solutions, and whether
solutions are fully or partially proprietary.
4. Specify video formats supported with corresponding bandwidth and technical
specifications.
5. Describe enterprise network requirements and specifications to support high-quality
video and audio transmission, low packet loss and node failure, as well as how
reliability and performance of the proposed video solutions would be affected by use of
the public Internet.
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6. Describe the video-specific hardware infrastructure (cameras, multipoint control units
[MCUs], servers, gateways, microphones, speakers, etc.) and software proposed to
support integration within a UC environment. Include virtualized or cloud components
3..51.1
Mobile Communication
capabilities
Proposer must provide a brief overview of native mobility capabilities included with the proposed
configuration, as well as mobility options available. Proposer must answer the following
questions:
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What mobile operating platforms does your mobile solution support (i.e.,
Android, iOS, Symbian, BlackBerry, carrier-based multi-OS solutions)?
What devices does your solution support (i.e., desktop PC, laptops,
smartphones and tablets)?
What third-party products are your mobile communications solutions
compatible with?
How does your solution support a common user experience across a broad
set of clients?
How many distributed application servers are required, and how is the
system managed overall to support users in dispersed locations?
How does your mobility solution integrate with IP PBX and PBX
environments? Or what mobility capabilities does your UC solution support?
What communications protocols do your UC applications support?
Does your solution support VoIP over the cellular data channel (3G/4G)?
If so, specify required bandwidth, latency, loss, etc., needed from the
wireless service when permissible.
How do you license mobile communications solutions?
What other UC-based applications or related services are available either
through licensing or as an add-on to the mobile commutations services?
How does the proposed solution provide mobile users with tools that enable
them to access UC functions and relevant information from enterprise
business applications for specific processes and jobs?
Does your mobile client interoperate with UC and business applications from
other providers?
How does your mobile client integrate with enterprise voice mail and email?
How does the proposed solution provide mobile users with access to UC
functions such as IM and presence?
Do presence and IM capabilities come as standard features of your mobile
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client, licensing and compatibility supported with other vendors? If so, which
vendors?
3.53
Design Summary
Provide one or more illustrations showing all physical distribution of the software modules on
servers, routers, appliances, etc., by location and geography, as appropriate.
3.54
Solution Architecture
Provide detailed answers to these questions:
1. How can your solution for presence and IM be architecturally independent from the
proposed voice solution? Could it work without the support of the rest of the proposed
solution? If so, how?
2. How does the proposed solution work and interface with IP- and time-divisionmultiplexing (TDM)-based systems?
3.54.3
Technology Roadmap
Proposer should provide a copy of your Technology Roadmap, and note where your company is
today in your technology plan lifecycle
3.55
Network Diagrams
Provide one or more (as needed) illustrations showing the network topology and connectivity of
the solution for:
1. Specific network elements included in the RFP
2. Interoperation with existing or prerequisite network elements
3. Interoperation with external networks (PSTN, Internet, cellular, WLAN/WAN, etc.)
3.56
Physical Requirements
Proposer should specify:




Floor space to support the proposed solution
Floor-loading requirements
Raised-floor requirements
Minimum ceiling height
A diagram is optional.)
3.57.1
Environmental Requirements
Proposer should specify:
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System power circuit breaker panel location
Lighting requirements
Long- and short-term environmental ranges that the system can tolerate, including the:
Desirable temperature range
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


3.58
Power Requirements
Desirable humidity range
Heat dissipation of the system at maximum configuration in British thermal units (BTUs)
per
Document and employ practices that prevent damage due to shock or environmental
conditions that exceed ratings of material prior to installation. Proposer is responsible
and liable for installation practices required to properly store, handle and mount
materials to avoid damage to workers, the facility or the material.
Proposer must specify:
1. Protection from power surges, spikes, and voltage transients with adequate regulators,
filters, and isolators must be included as part of Proposer’s system specifications.
Proposer must also provide protective devices to prevent equipment damage due to
static discharge, electrical surges, under, or over- voltage, or mis-wired building
circuits.
2. Thoroughly outline in their responses the number and types of protective devices to be
used between the system and power source for this purpose. This must include at least
60 minutes of battery- powered backup in the event that power is lost. System must
also provide notification of power outages to the Central Management System. Also,
proposer must provide a method of configuration and system feature retention in the
event of a power issue.
3. Voltage and phase parameters of the main components, such as servers and
gateways.
4. Circuit breaker panel requirements relative to the number of circuits and amperage
ratings.
5. Recommendations for reserve power requirements in stand-by hours and battery
capacity (ampere-hours), if an uninterruptible power supply (UPS) is proposed.
PoE Requirements for handsets:
Centralized and local power and cooling requirements:
1. Describe proposer’s ability to provide licensed union electrician to install electrical
circuits on an as-needed basis.
2. Provide the cost of a Licensed union electrician’s hourly rate
3.61
System Redundancy
Define the reliability, redundancy or duplication and survivability options it offers that support the
ability to configure systems to appropriate levels of resiliency for the following options:
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1. Redundancy within a site
2. Redundancy and hot failover at an alternate site
3. Redundancy and warm (manual intervention) or cold (date restoration and system
configuration) failover at an alternate site
4. Automatic data and content backup and restoration at a local or remote site
5. Describe the connectivity, and how access to the solution is accomplished in the event
of partial or full system failure of the solution
6. Describe how the redundancy, reliability and survivability are affected with system
growth
7. Describe backup power for the system or phantom power to handset
3.61.1
System Management
3.63.2
System Management
1. Confirm that the proposed management solution supports the basic fault management
functions listed and should describe fault management capabilities.
2. Also, describe methods and procedures used to detect troubles and component failures
in the proposed system, as well as alarm monitoring and diagnostic tools provided by
the proposed system.
Proposer must include a brief overview of the proposed management solution, including:
1. Overall capabilities, briefly addressing how the management solution meets the
minimum requirements set forth above.
2. Major hardware and software components and any customer-provided server and client
PC requirements.
3. Whether the software to support the functionality is included in the overall system price
or provided at an additional charge.
3.64.3
Sample Reports
Proposer must provide sample reports for the following, and/or note any criteria not available or
unable to meet:
—Basic traffic analysis
—Peak call times (incoming/outgoing)
—Basic local and long distance cost analysis (Per user, department, campus)
—Fax usage reports
—Trunk analysis
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—Inbound reporting
—The number of calls were answered by a station and which line
—The duration of each call answered as well as max and average duration of calls for a
station made to all line appearances.
—The wait time before a call is answered on any line of a station
—The number of calls are placed on hold and time duration while on hold.
—Transferred Calls
—The number of calls to a line were answered by each station and then transferred to
another number.
—What was the transfer destination and what were the top transfer destinations
—Number of calls to a line went to voice mail
—Outbound Calls
—Number of outbound calls were placed by a station, on what line was the call
placed, what was the destination, what was the duration and if transferred what was
the transfer destination?
—Also detail how long proposed system retains call details and how far back proposed
system can be reported on.
3.69
Dial Plan Management
Proposer should describe if the proposed configuration management solution support the central
administration of dial plan.
3.5
Attendant Services
Proposer should confirm compliance with the requirements in 3.5 and describe the attendant
capabilities addressing each of the requirments, and how the attendant meets the requirements.
Provide graphics, where applicable, depicting the GUI.
Provide the minimum customer-provided PC requirements and any additional server
requirements to support the attendant(s).
3.74.10
Warranty, Maintenance and

Define the number of factory-trained service technicians available through
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Training
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4.2
SLA
the local service depot, and identify the centers from which technicians will
be dispatched after hours, on holidays and during weekends.
Provide a copy of the standard maintenance contract and details of optional
extras.
Describe committed response times and mean time to repair (MTTR) by
type of service disruption.
Provide a copy of normal maintenance escalation procedures, and include
communications with affected parties — with names and contact details of
all parties affected.
Provide an emergency contact number if normal channels of fault-reporting
communications fail. Describe how that emergency contact number will be
answered and by whom.
Are there any times or restrictions by day, week or month on this service?
What information will those answering a call have available?
Will they have specific information on the system being proposed for the
organization?
Describe the procedures for software updates and upgrades; detail what, if
any, costs would be associated with upgrades.
Define major and minor alarm conditions, and how the system responds to
each circumstance.
Describe the capabilities for remotely monitoring the system.
Describe the capabilities for automatically reporting fault conditions, both to
organizational and supplier personnel.
Describe supporting tools, such as expert systems, used to assist in
problem diagnosis and service restoration.
Indicate where the local and regional parts depots are located.
Provide an inventory of all spare parts, including pricing that will need to be
maintained in on-site inventory.
Provide a Service Level Agreement (SLA) for review by Cook County. The SLA will include a
service plan designed to respond to and resolve all service calls within a mutually-agreed upon
timeframe given the priority of the service call. The service plan must include a provision for
repair materials and a timeframe for service engagement to ensure resolution of service calls
within the specified time.
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4.7
Emergence Response
5.2
Implementation Plan
1. Provide a detailed in-place plan to restore service if the system is rendered totally
inoperative as a result of a major malfunction or catastrophe.
2. The proposer must specify the maximum time to provide limited service. In the event of
a major system failure, a replacement system must be made available.
3. The proposer must state where the replacement system is located and the time that will
be required to restore full service.
Proposer’s response must include a detailed implementation plan that provides a phased and
coordinated network, Local and Long distance systems and services rollout/cutover resulting in
no service disruption or lack of service in any facility.
—Operational impact analysis
—Formal project plan, including dependencies and contingencies
—Well-defined integration points that clearly define the systems and services delivered.
—Site cutover times that do not disrupt County activities.
—Coordination with circuit carriers to transfer service to new circuits in a phased and
continuous manner
—Coordination with carriers to transfer existing numbers to DIDs
—Coordination with Long Distance carrier to migrate existing LD service to new BTNs as
required.
—As well as any Toll Free 800 Services (as required)
—Coordination with all carriers to update any required account and billing changes
—Site surveys at each facility to determine equipment installation requirements, raceway
routes and cable requirements.
—All stated bullet points above must be in a phased and coordinated manner
—Proposer will provide material necessary for a complete installation, including structural
support, trim plates, wall-mount kits, and functional and aesthetic materials required to
securely mount and conceal systems installation.
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—Sample of installation drawings.
9.6
Optional Maintenance
Requirements – Legacy
Systems
—Sample of how Proposer will address network configuration requirements and
recommendations.
Proposer should detail the following:
l. Service personal, Local & remote. Manufacturer certifications
m. Describe local workforce
n. Proposers Service Center
o. Proposers Service Center, and Trouble reporting process
p. Proposers remote maintenance support
q. Remote diagnostics, troubleshooting, problem resolution
r. Remote monitoring 24/7
s. Onsite maintenance support 8x5
t. Out of hours onsite support
u. T&M rates
v. Parts and material replacement
w. Single point of contact, SPOC
x. Agency – Carrier, SPOC
y. Dedicated Service Manager
z. Product correction support
aa. Preventive maintenance
bb. Software/Firmware updates
cc. Service Level Agreements, SLA’s
dd. Emergency response
ee. References – existing maintenance customers
Indicate Acceptance of Requirement :
Confirm Acceptance of Requirement :
Selected Proposer will provide core and remote site network configuration requirements and recommendations. Network
diagrams for each site’s LAN will be provided in Visio format. Router/switch configurations may need to be modified a part of
implementation. Coordination of network changes will be required during implementation; therefore, dedicated network
engineers will be needed. Resumes of qualified network engineers must be included in proposal.
Selected proposer will include system long-term shutdown procedures and startup procedures. Documentation must be
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RFP 1590-14365
provided in both hard and soft copies using Microsoft Office document formats.
Optional Service
12.1
Proposer (optionally) may describe how any optional services work, what the benefits they provide and any hardware and
software required. All costs must be itemized as optional pricing in the Cost Proposal.
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Appendix 10 Solution Requirements Matrix
Proposer must respond to the below functional requirements by operational functions as provided in the Solution Requirement separate
MS Excel (Tabs) (See Separate Attachment)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
Voice Features
Call Center/IVR
VoIP Functions
VoIP Requirements
VoIP Integration
Configuration Management
Session Boarder Control Option
VoIP Endpoints
Voice Mail and Unified Messaging and Voice Mail Features
Presence Management
IM Communication
Audio, Video and Web-Based Conferencing
Centralized Management
Network Requirements
System Security
Role-Based, Access Control
Multi-agency (Multi-business Unit Support)
Self-Care
Automated Provisioning of UC Services
Attendant Services
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Appendix 11
Pricing Proposal and Summary (See Separate Attachment)
Proposer must guarantee its prices for a period of one (5) years, beginning on the date of submission of the response to this RFP.
Proposer must complete the below pricing documentation included as separate attachments to this RFP.
1. Summary Pricing Schedule by Site Location and Good/Service Category
2. Quote for Current Phone System Maintenance (Optional). Refer to current Hardware and Software Maintenance List
document as provided in a separate Tab.
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Appendix 12
Definitions
Acceptance
Acceptance means the acceptance of the successful Implementation of the complete “System” and
successful completion and delivery of all Deliverables as set forth herein.
ACD
Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them
based on the number called and an associated database of handling instructions.
Application
Application means the software(s) proposed to fulfill the County’s requirements under this RFP,
regardless of whether the Proposer has manufactured or created the software(s).
BOT
Cook County Bureau of Technology
Cloud
Cloud Computing or Cloud means a model for enabling ubiquitous, convenient, on-demand network
access to a shared pool of configurable computing resources.
CTI
CTI (computer-telephony integration), or sometimes simply "computer telephony," is the use of computers
to manage telephone calls. The term is used in describing the computerized services of call centers, such
as those that direct your phone call to the right department at a business you're calling.
DID
Direct Inward Dialing (DID) is a service of a local phone company (or local exchange carrier) that provides
a block of telephone numbers for calling into a company's private branch exchange (PBX) system. Using
DID, a company can offer its customers individual phone numbers for each person or workstation within
the company without requiring a physical line into the PBX for each possible connection.
DNIS
DNIS (Dialed Number Identification Service) is a telephone service that identifies for the receiver of a call
the number that the caller dialed.
DTMF
DTMF (dual tone multi frequency) is the signal to the phone company that you generate when you press
an ordinary telephone's touch keys.
Hosting
Hosting means the environment in which the Application and corresponding services (e.g., SaaS, PaaS,
or IaaS) are deployed, regardless of whether such environment is On-Premises, Remotely Hosted, or in
the Cloud, and regardless of whether a party other than the Proposer provides such environment and
services. Hosting is included within the definition of System.
HTML
HTML (Hypertext Markup Language) is the set of markup symbols or codes inserted in a file intended for
display on a World Wide Web browser page. The markup tells the Web browser how to display a Web
page's words and images for the user.
IaaS
Infrastructure as a Service or “IaaS” means a service model where the provider provisions processing,
storage, networks, and other fundamental computing resources to the County for deploying and running
arbitrary software, where the County does not manage or control the underlying infrastructure but where
the County has control over operating systems, storage, deployed applications, and possibly limited
control of select networking components (e.g., host firewalls).
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IETF
The IETF (Internet Engineering Task Force) is the body that defines standard Internet operating protocols
such as TCP/IP. The IETF is supervised by the Internet Society Internet Architecture Board (IAB). IETF
members are drawn from the Internet Society's individual and organization membership. Standards are
expressed in the form of Requests for Comments (RFCs).
IM
Instant messaging, often shortened to simply "IM" or "IMing," is the exchange of text messages through a
software application in real-time.
ISDN
ISDN (Integrated Services Digital Network) is a set of CCITT/ITU standards for digital transmission over
ordinary telephone copper wire as well as over other media.
IVR
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers
information and routes calls to the appropriate recipient.
IXC
An interexchange carrier (IXC) is a telephone company that provides connections between local
exchange s in different geographic areas. IXCs provide inter LATA service.
LDAP
LDAP (Lightweight Directory Access Protocol) is a software protocol for enabling anyone to locate
organizations, individuals, and other resources such as files and devices in a network, whether on the
public Internet or on a corporate intranet.
LEC
LEC (local exchange carrier) is the term for a public telephone company in the U.S. that provides local
service
On-Premise
On-Premise Deployment or “On-Premise” means Hosting that the County provides directly on its
premises.
PBX
A PBX (private branch exchange) is a telephone system within an enterprise that switches calls between
enterprise users on local lines while allowing all users to share a certain number of external phone lines.
Presence
Presence technology is a type of application that makes it possible to locate and identify a computing
device wherever it might be, as soon as the user connects to the network.
PRI
In the Integrated Services Digital Network (ISDN), there are two levels of service: the Basic Rate
Interface (BRI) intended for the home and small enterprise, and the Primary Rate Interface (PRI), for
larger users. Both rates include a number of B-channels and a D-channel. Each B-channel carries data,
voice, and other services. The D-channel carries control and signaling information.
PSTN
PSTN (public switched telephone network) is the world's collection of interconnected voice-oriented public
telephone networks, both commercial and government-owned. It's also referred to as the Plain Old
Telephone Service (POTS).
QOS
On the Internet and in other networks, QoS (Quality of Service) is the idea that transmission rates, error
rates, and other characteristics can be measured, improved, and, to some extent, guaranteed in advance.
Remote Hosting
Remote Hosting means Hosting that the County does not provide directly on its premises, but that also is
not Cloud Computing.
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RPO
Recovery Point Objective or “RPO” means the point-in-time that systems and data must be recovered and
may range from point-of-failure, which has minimal loss, to data backed up the previous night or previous
week (e.g., point-of-failure, one hour of data, one day of transactions or paper work).
RTO
Recovery Time Objective or “RTO” means the timeframe business functions must be recovered after a
declared outage (e.g., 24 hours).
System
System means the Application, other software, hardware, processes, services and Hosting proposed to
fulfill the County’s requirements under this RFP, regardless of whether the aforementioned are Countyspecific customizations or the Proposer’s standard offerings.
TDM
Time-division multiplexing (TDM) is a method of putting multiple data streams in a single signal by
separating the signal into many segments, each having a very short duration. Each individual data stream
is reassembled at the receiving end based on the timing.
TTY
Teletypewriter (TTY) is an input device that allows alphanumeric character to be typed in and sent,
usually one at a time as they are typed to a computer or a printer, for visually impaired.
UC
Unified communications is an industry term used to describe all forms of call and multimedia/cross-media
message-management functions controlled by an individual user for both business and social purposes.
This includes any enterprise informational or transactional application process that emulates a human
user and uses a single, content-independent personal messaging channel (mailbox) for contact access...
VOIP
VoIP (voice over IP) is an IP telephony term for a set of facilities used to manage the delivery of voice
information over the Internet. VoIP involves sending voice information in digital form in discrete packets
rather than by using the traditional circuit-committed protocols of the public switched telephone network
(PSTN).
VPN
A VPN is a network that uses a public telecommunication infrastructure, such as the Internet, to provide
remote offices or individual users with secure access to their organization's network. A VPN ensures
privacy through security procedures and tunneling protocols such as the Layer Two Tunneling Protocol
(L2TP). Data is encrypted at the sending end and decrypted at the receiving end.
WAN
A wide area network (WAN) is a geographically dispersed telecommunications network. The term
distinguishes a broader telecommunication structure from a local area network (LAN). The term usually
connotes the inclusion of public (shared user) networks.
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Appendix 13
PBX Sites
Brunswick
118 Clark
Domestic Violence
28 N Clark
Daily Center
1640 Walnut, Adult Prob
District - 2, Commissioner
District - 4, Commissioner
District - 5, Commissioner
District - 6, Commissioner
District - 7, Commissioner
District - 8 Commissioner
District - 12, Commissioner
County Sites
Medical Examiner
Adult Probation
Maxwell St. Adult Probation
Sheriff’s CWU
Markham Courthouse
Maywood Courthouse
Forest Park Clinic
Des Plaines Clinic
Forest Preserve
Police HQ
st
1701 1 Ave, Public Health
26th & Beach
States Attorney, Riverside
Forest Preserve 536 Harlem
Highway #1
Highway #2
Highway #4
Highway #5
FPD Maint
FPD Garage
FPD Fisheries
Trailside MUS
Sandridge
River Trails
Tinley Creek
Thorncreek
Skokie HQ
District - 13, Commissioner
District - 15, Commissioner
District - 16, Commissioner
Bridgeview Courthouse
Little Red Schoolhouse
Camp - Sagawau
Jail
Jail Remote - 1
Jail Remote - 2
Jail Remote - 3
Hawthorne Warehouse
Rockwell Warehouse
111th st Court
Grand Ave. Court
Belmont Ave Court
Harrison Court
51st St. Court
Juvenile Detention Ctr
Calumet Div HQ
Cicero Warehouse
Oak Forest Campus
Rolling Meadows Courthouse
Vista Clinic/POC
Skokie Courthouse
Logan Square Clinic
Near South Clinic
Prieto Clinic
Provident Hospital
Woody Winston
Austin Clinic
Cicero Clinic
Core Center
Cottage Grove
Englewood Clinic
Stroger Hospital
Lincoln Clinic
Sag Valley
Palos HQ
No. Branch
No. West Branch
Des Plaines
Poplar Creek
NW Resource
Salt Creek Main
Salt Creek Res
Crabtree NC
Skok Res
Tinley Crk
Thorn Crk Res
Indian Boundry
Dan Ryan Woods
Pension Board
Woodlawn Clinic
County Care
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RFP 1590-14365
Appendix 14
Sample Professional Services Agreement
[See Separate Attachment]
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RFP 1590-14365
Appendix 15
Economic Disclosure Statement Forms (EDS)
[See Separate Attachment]
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RFP 1590-14365
Appendix 16
MBE/WBE Utilization Forms
[See Attachment]
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RFP 1590-14365
Appendix 17
Identification of Sub-Contractor/Supplier/Sub-Consultant Form
[See Attachment]
Page 87 of 88
RFP 1590-14365
Appendix 18
Addendum Acknowledgement Form
[See Attachment]
End of Document.
Page 88 of 88
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