CITY OF PHOENIX SOLICITATION ADDENDUM Procurement … · SOLICITATION ADDENDUM CITY OF PHOENIX Procurement Division 251 W. Washington Street 8th Floor Phoenix, AZ 85003 Phone: (602)

SOLICITATION ADDENDUM CITY OF PHOENIX

Procurement Division 251 W. Washington Street

8th Floor Phoenix, AZ 85003

Phone: (602) 262-7181

Solicitation Number: RFP 17-022 (AW) Addendum #2 Page 1 of 55 Solicitation Due Date: August 5, 2016, 2:00 p.m. Local Time

Please make the following changes to the above-referenced solicitation: The following applies and will supersede any conflicting provisions, instructions or attachments in the RFP.

ATTACHMENTS: Attachment 7 shall be replaced with Attachment 7 COP Data Network Site List – Rev_a Attachment 21 shall be added as Attachment 21 Contact Center IVR Details – New Attachment 22 shall be added as Attachment 22 Contact Center Agent Details – New Attachment 23 shall be added as Attachment 23 City and Aviation DID Ranges - New

CHANGE: 1. Section I, Solicitation Instructions, Paragraph 1.12, Award of Contract, change to read:

Award(s) will be made to the overall highest scoring Proposer(s). If two or more finalists are tied, the finalist with the lowest cost will be awarded the contract. Notwithstanding any other provision of this solicitation, the City reserves the right to: (1) waive any immaterial defect or informality; or (2) reject any or all proposals or portions thereof; or (3) reissue a solicitation, or (4) negotiate costs contained in the Proposer’s proposal prior to award. A response to a solicitation is an offer to contract with the City based upon the terms, conditions, and specifications contained in the City’s solicitation. Proposals do not become contracts until they are executed by the Deputy Finance Director. A contract has its inception in the award, eliminating a formal signing of a separate contract. For that reason, all of the terms, conditions and specifications of the procurement contract are contained in the solicitation, unless any of the terms, conditions, or specifications are modified by an addendum or contract amendment.

2. Section III, Special Terms and Conditions, Paragraph 3.5, Submittal Format, change to read:

The written proposal shall be signed by an individual authorized to bind the Proposer. Each proposal shall provide the name, title, address and telephone number of individuals with authority to contractually bind the company and who may be contacted during the period of the contract. All fees quoted shall be firm and fixed for the full contract period. Each submittal shall: A. Be typewritten for ease of evaluation, following the proposal organization / template provided in the Proposer

Response Form. The Proposer’s written response to the RFP Response from questions must use 11-point Times New Roman font.

B. Provide two physical copies of each proposal, one original and one copy, submitted in 8-1/2 x 11-inch loose-leaf three-ring binders. i. The following sections shall be included in each hard copy binder:

1. Section VI Submittal form 2. Section IV, Paragraph 4.1 Network Upgrade response form (if proposing this section) or, Section IV,

Paragraph 4.2 Unified Communications and Contact Center response form (if proposing this section) 3. If proposing both a Network and Unified Communications and Contact Center solution, Proposer shall

submit two separate binders (i.e. one set for the Network proposal and another set for the UC/CC proposal).

4. Pricing for Section V, Paragraph 5.1 Network Upgrade, pricing for Section V, Paragraph 5.2 Unified Communications and Contact Center, and Combined Award Pricing if proposing both sections

C. Include two (2) identical Windows-compatible USB flash drives, organized as follows as applicable for the proposal with the folders named as bolded below:

i. Folder 1: Section VI Submittal Forms ii. Folder 2: Section IV, Paragraph 4.1 Network Upgrade Response Form

1. If not proposing for this section, this folder is not required iii. Folder 3: Section IV, Paragraph 4.2 Unified Communications and Contact Center Response Form




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1. If not proposing for this section, this folder is not required iv. Folder 4: Pricing for Section V, Paragraph 5.1 Network Upgrade Pricing

1. If not proposing for this section, this folder is not required v. Folder 5: Pricing for Section V, Paragraph 5.2 Unified Communications and Contact Center Pricing

1. If not proposing for this section, this folder is not required vi. Folder 6: Combined Award Pricing

1. If not proposing both sections, this folder is not required. D. Folder 2 and Folder 3 shall EACH contain a single MS-Word document or a single PDF document with all

required sections, sub-sections, and other required information as defined for the proposal response form.

E. The single document created in responding to the RFP is limited to the following total number of pages for each proposed section: i. Section IV, Paragraph 4.1 Network Upgrade – 50 pages, inclusive of the response form / template ii. Section IV, Paragraph 4.2 Unified Communications and Contact Center – 120 pages, inclusive of the

response form / template F. Proposals must comply with the page limitations above. If the Proposer exceeds the page limit, the City’s

evaluation team will stop reading upon reaching the page count shown above and will not read anything past that point. The page limit does not apply to the pricing worksheets required as attachments in support of Section V, Paragraphs 5.1, 5.2, and 5.3.

G. For Folder 4 and Folder 5, the pricing information must be provided in MS-Excel, as an unlocked workbook with all calculations visible to validate formulas used for costs.

H. Brochures or marketing material may be supplied in a separate sub-folder labeled Marketing Information within folder numbers 2 and/or 3, however; this material may not be reviewed or evaluated, and the Proposer must not use this section as part of the information requested to meet proposal requirements.

3. Section III, Special Terms and Conditions, Paragraph 3.12, Method of Payment, change to read:

METHOD OF PAYMENT The anticipated Payment Schedule is defined in Section III, Paragraph 3.17. Contractor to submit invoices to: City of Phoenix ITS Department 251 West Washington, 6th floor Phoenix, AZ 85003

ADD:

1. Section III, Special Terms and Conditions, add: 3.16.1 - CONTRACTOR AND SUBCONTRACTOR WORKERS BACKGROUND SCREENING Contractor agrees that all contractor and subcontractors’ workers (collectively “Contractor’s Worker(s))” that Contractor furnishes to the City pursuant to this agreement shall be subject to background and security checks and screening (collectively “Background Screening”) at contractor’s sole cost and expense as set forth in this section. The background screening provided by contractor shall comply with all applicable laws, rules and regulations. Contractor further agrees that the background screening required in this section is necessary to preserve and protect the public health, safety and welfare. The background screening requirements set forth in this section are the minimum requirements for the agreement. The City in no way warrants that these minimum requirements are sufficient to protect contractor from any liabilities that may arise out of the contractor’s services under this agreement or contractor’s failure to comply with this section. Therefore, in addition to the specific measures set forth below, contractor and its contract workers shall take such other reasonable, prudent and necessary measures to further preserve and protect public health, safety and welfare when providing services under this agreement.




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BACKGROUND SCREENING REQUIREMENTS AND CRITERIA Because of the varied types of services performed, the City has established three levels of risk and associated background screening. The risk level and background screening required for this agreement is MAXIMUM RISK LEVEL. 1. Minimum Risk Level A minimum risk background screening shall be performed when the contract worker: (i) will not have direct access to City facilities or information systems; or (ii) will not work with vulnerable adults or children; or (iii) when access to City facilities is escorted by City’s workers. The background screening for minimum risk shall consist of the screening required by A.R.S.§ 41-4401 and following to verify legal Arizona worker status. 2. Standard Risk Level A standard risk background screening shall be performed when the contract worker’s work assignment will: (i) require a badge or key for access to City facilities; or (ii) allow any access to sensitive, confidential records, personal identifying information or restricted City information; or (iii) allow unescorted access to City facilities during normal and non business hours. The background screening for this standard risk level shall include the background screening required for the minimum risk level and a background check for real identity/legal name, and shall include felony and misdemeanor records from any county in the United States, the state of Arizona, plus any other jurisdiction where the contractor worker has lived at any time in the preceding seven (7) years from the contract worker’s proposed date of hire. 3. Maximum Risk Level A maximum risk background screening shall be performed when the contract worker’s work assignment will: (i) have any contact with vulnerable people such as children, youth, elderly, or individuals with disabilities; or (ii) have any responsibility for the receipt of payment of City funds or control of inventories, assets, or records that are at risk of misappropriation; or (iii) have unescorted access to City data centers, money rooms, or high-valve equipment rooms; or (iv) have access to private residences; or (v) have access to Homeland Defense Bureau identified critical infrastructure sites/facilities. The background screening for this maximum risk level shall include the background screening required for the standard risk level, plus a sexual offender search, a credit check, and driving record search for the preceding seven (7) years from the contract worker’s proposed date of hire. Contract workers who work directly with children or vulnerable adults are also subject to fingerprint verification through the Arizona Department of Public Safety as mandated by Phoenix City Code § 2-45.6. CONTRACTOR CERTIFICATION; CITY APPROVAL OF MAXIMUM RISK BACKGROUND SCREENING By executing this agreement, contractor certifies and warrants that contractor has read the background screening requirements and criteria in this section, understands them and that all background screening information furnished to the City is accurate and current. Also, by executing this agreement, contractor further certifies and warrants that contractor has satisfied all such background screening requirements for the minimum and standard risk background screening as required. In addition, for maximum risk background screening, contractor shall furnish to Information Technology Department for the City’s review and approval of such background screenings for any contract worker considered for performing services under this agreement where human safety or facility security is classified as a maximum risk level. The subject contract worker shall not apply for the appropriate City of Phoenix identification and access badge or keys until contractor has received the City’s written acceptance of the subject contract worker’s




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maximum risk background screening. The City may, in its sole discretion, accept or reject any or all the contract workers proposed by contractor for performing work under this agreement. A contract worker rejected for work at a maximum risk level under this agreement shall not be proposed to perform work under other City contracts or engagements without City’s prior written approval. TERMS OF THIS SECTION APPLICABLE TO ALL OF CONTRACTOR’S CONTRACTS AND SUBCONTRACTS Contractor shall include the terms of this section for contract worker background screening in all contracts and subcontracts for services furnished under this agreement including, but not limited to, supervision and oversight services. MATERIALITY OF BACKGROUND SCREENING REQUIREMENTS; INDEMNITY The background screening requirements of this section are material to City’s entry into this agreement and any breach of this section by contractor shall be deemed a material breach of this contract. In addition to the indemnity provisions set forth in this agreement, contractor shall defend, indemnify and hold harmless the City for any and all claims arising out of this background screening section including, but not limited to, the disqualifications of a contract worker by contractor or the City for failure to satisfy this section. CONTINUING DUTY; AUDIT Contractor’s obligations and requirements that contract workers satisfy this background screening section shall continue throughout the entire term of this agreement. Contractor shall notify the City immediately of any change to a maximum risk background screening of a contract worker previously approved by the City. Contractor shall maintain all records and documents related to all background screenings and the City reserves the right to audit contractor’s compliance with this section

QUESTIONS AND ANSWERS

Item No

Section Question Response

1 Par 4.2.3.9 For the requirement for E911 support for 2,200 zones, will those zones be IP Subnet based or network switch based?

The E911 zones will be IP Subnet-based.

2 Section VI Par 6.1 Section III Par 3.5

1. With respect to the following instructions in Paragraph 6.1, can you please provide clarification concerning whether you want Proposers to include the original and copy of the Network Upgrade proposals in one binder and the original and copy of the UC and Contact Center proposals in a second separate binder, or should Proposers provide 2 binders each (1 original and 1 copy) for both the Network Upgrade and UC and Contact Center proposals? If a Proposer is bidding both Network Upgrade and UC and Contact Center, can they submit only one combined proposal?

2. It appears that the hard bound copies of proposals are separated by Network Upgrade and UC and Contact Center proposal but the electronic copies on the required USB Flash drives include a combination of both Network Upgrade and UC and Contact Center proposals content. Please confirm or clarify as needed.

See Addendum #2, Section Change, Item 2.




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3. Are bidders required to provide duplicate content, i.e., Folder 1: Section VI Submittal forms for each proposal?

4. For the folders specified in Paragraph 3.5 are the folders to be named “Folder 1: Section VI Submittal forms” or “Section VI Submittal forms”? Please note that the use of colons is not permitted when naming folders. Also, are there any file naming conventions that bidders should follow

3 Section I Par 1.6

This states: “The Proposer shall acknowledge receipt of any/all addendum by signing and returning the document with the proposal submittal in Sections V and VI.” Can you please clarify where this response content should be inserted in both the hard copies and electronic copies for each proposal?

Addenda shall be submitted in Section VI, Submittal and is required for physical and electronic copies.

4 Section III Par 3.14

STATEMENT OF ABILITY AND PAYMENT SURETY REQUIREMENT, Can you please clarify where proposers should include the required letter from the surety in both the electronic and hard copies?

State of Ability and Payment Surety Requirement shall be submitted in Section VI, Submittal.

5 Section III Par 3.28 Attachment 13 Par 3.25

Mandatory Minimum Requirements: Can you please clarify where this response content should be included in both the hard copies and electronic copies for each proposal?

3.28 Mandatory Minimum Requirements shall be submitted in Section VI, Submittal. The Response Form is located in Attachment 13.


Can you please clarify where Proposer’s should include the requested subcontractor information in both the hard copies and electronic copies for each proposal?

3.29 Proposer Prime Contractor Responsibility shall be submitted in Section VI, Submittal under Paragraph 4.1.12.3 Proposer Information.

7 Attachment 14

Pricing Submittal: Can you please clarify where this response content should be inserted in both the hard copies and electronic copies for each proposal? Note: Section 5.0 Price Submittal, page 1 states “As instructed in Section III, Paragraph 3.4 . . .” and we are unable to locate the referenced section in the RFP documents.

Section 5.0 Price Submittal, page 1 should state, “As instructed in Section III, Paragraph 3.5.” Pricing shall be submitted in Section V, Price Submittal.

8 Attachment 17

Combined Award Pricing Detail: Can you please clarify where this response content should be inserted in both the hard copies and electronic copies for each proposal?

Pricing shall be submitted in Section V, Price Submittal using Attachment 14.

9 Section IV Section V

RFP Section V, page 103, and Section VI, pages 104 and 106: These RFP pages have a space in the footer for the Proposer’s Company Name to be inserted. Please confirm that Proposers simply need to complete this blank and include these pages in Folder 1: Section VI Submittal forms.

Proposer shall complete footer with required information and submit with respective sections Section V, Price Submittal and Section VI, Submittal.

10 Attachment 13

With respect to the requested sample documents, in support of our corporate green

Yes, the City requires two hard copies that are identical to the electronic copies.




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Par 4.1.10 Par 4.2.7

initiatives, our standard policy is to provide electronic copies only of sample materials, which can total potentially hundreds of pages, in our proposal responses in lieu of providing hard copies. In partnership with our environmental stewardship, will the City of Phoenix consider allowing Proposers to provide electronic copies only rather than requiring vendors to provide actual hard copies of this documentation? If hard copies are required, will they be exempt from the specified page limitations?

11 Section III Par 3.5 Attachment 13

With respect to the specified page limitations, can you please confirm or clarify that the page limits pertain solely to Proposers responses to Paragraph 4.1 and Paragraph 4.2 of Attachment 13 and all other proposal content, including required forms, required sample documentation, responses to Paragraphs 3.28 and 3.29, and pricing, is exempt from this page count?

The Pricing submittals will not be counted.

12 When can Proposers expect to receive responses to the clarification questions? Since our proposed technical design is dependent upon our receipt of the City’s responses to these questions, will the City respond to questions as they are submitted or will responses to clarification questions be provided after the deadline for written inquiries?

Responses to questions will be posted by 5 pm on Jul 15th, 2016.

13 Section I Pg 3, Item #6

RFP Section I, Solicitation Response Check List, item 6, page 3: Can you please clarify what delivery information block this item is referencing?

Section I, Solicitation Response Check List, Item 6 is hereby deleted.


This paragraph states that the “anticipated payment schedule is defined in Section III, Paragraph 3.14”; however, that information appears to be included in Paragraph 3.17. Can you please confirm?

The anticipated Payment schedule is defined in Section III, Paragraph 3.17.

15 Section IV Par 4.1.7.13

Can you please address the following questions pertaining to the specified Firewall requirements? 1. Is the 80Gbps Firewall throughput based

on a multiprotocol traffic profile? 2. Is the 80Gbps Firewall throughput based

on an active/active firewall deployment or must a single firewall be able to deliver 80Gbps throughput?

3. Is multi-tenancy or security contexts or virtual systems a requirement for these new firewalls?

4. What IDS/IPS performance expectations

1. Yes 2. Active/active with each firewall having

80Gbps throughput 3. Yes 4. Per the specifications defined for the

firewall(s) 5. Cisco 6. The City will manage the firewalls with

existing resources




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are there? 5. What is the current manufacturer of the

external firewalls that currently exist in the environment that are out of scope?

6. Will the newly proposed firewall solution need to be folded under a common firewall management platform for the existing external firewalls? If so, does a firewall management solution currently exist and/or should it be proposed?

Section II Par 2.6.10

Please clarify if you want Proposers to apply their own methodology or will the City of Phoenix provide a copy of its methodology to Proposers.

Question will be answered in Addendum 3.

17 Given the scope of this effort and the amount of time needed for Proposers to obtain all of the required information, including clarification or additional information required from the City, will the City of Phoenix be willing to grant a 30-day extension to the proposal submission deadline?

No extensions will be granted.

18 Attachment 13 Par 3.25.2

Should the tables for Reference Clients 1 – 4 state “Number of endpoints” rather than “Number of port” and state “Number of agents” for Reference Clients 5 and 6?

Proposer shall identify the number of endpoints for a Unified Communication implementation and the number of agents for a Contact Center implementation in the table labeled “ports.” Proposer shall specify “endpoints” or “agents,” as applicable to the reference provided.

19 What is the anticipated per port power draw for VoIP/POE sites?

Proposed switches shall be able to support the power draw of Class 3 devices across all ports simultaneously.

20 POE for VoIP phones is mentioned. Are there POE requirements for other devices such as Access Points, IP cameras, or building automation devices? If so, what is the anticipated power per port power draw for those devices?

For proposal purposes, assume only VoIP endpoints. See the answer to Question 19 above.

21 It was mentioned in the call that the City of Phoenix has all of the CWDM and DWDM pluggable optics that are needed. What are the make and model of these?

Short range SFP+ optics (e.g., SFP-10G-SR) are required and must be included within the proposal. DWDM integration occurs via Cisco 15454-M10x10G-LC line cards (optics are installed). Regarding CWDM connected equipment, 1530 nm 1Gbps optics (e.g., CWDM-SFP-1530) are required and must be included within the proposal. Regarding the make of the SFP+ and SFP optics, they need to be compatible with the Cisco CWDM equipment currently in use.

22 At the sites that have CWDM handoffs, is the CWDM equipment providing ITU grid colored light to the switching equipment or is it standard gray light (1310nm or 1550nm)?

1530 nm 1Gbps optics (e.g., CWDM-SFP-1530) are required and must be included within the proposal. These optics are only required for network equipment connecting directly to the CWDM ring and need to be compatible with the




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Cisco CWDM equipment currently in use

23 Will the City be available during off hours, weekends, and holidays for cutovers?

Yes.

24 Will the City coordinate with those sites that are out of scope for any impacts a cutover might have (determined during low level planning) for those sites that are not in scope?

Yes.

25 Par 4.1.4.1 Can it be assumed that the Library network will purchase networking equipment as specified in this RFP? Please clarify.

No, but the Proposer is required to integrate its proposed solution to the Library’s equipment.

26 Is there a need for multi-gigabit Ethernet for 802.11ac Wave2 devices in the access Layer? If yes, what kind of density?

Wi-Fi is out of scope for this project and will be addressed on an as-needed basis.

27 Par 4.2.1 Par 4.2.4.9

Paragraph 4.2.1 states that both of the IVR systems, Convergys and AVST UCConnect, are to be replaced; however, paragraph 4.2.4.9 outlines integration to Convergys and replacement of AVST. Can you please clarify if the Convergys is to be replaced in the initial phase or if that is a future project?

Proposers must integrate with the existing Convergys IVR and may be replaced as a future project.

28 Par 4.2.3.13

Can you please clarify the requirements as stated: “The solution must have the capabilities to access and Office 365 Exchange Online calendar and make a decision to forward to mobile or voicemail”?

The solution must be able to access an Office 365 Exchange Online calendar and forward to a user’s voicemail if in a meeting, or forward to mobile if available based on the ANI of the caller.

29 Par 4.2.2.1 Is the existing CUCM version 9.1 with 759 devices under a current support contract and for how long? What are the types of licenses, devices, and applications included besides CUCM?

The CUCM is under support until 12/31/16 and support will be renewed until the new phone system is implemented. IP Phones, Soft phones and gateways primarily make up the system.

License Quantity

CUWL Standard (9.x) 2

Enhanced Plus (9.x) 3

Enhanced (9.x) 1007

Basic (9.x) 120

Essential (9.x) 80

CUWL Standard Messaging (9.x)

2

30 Do you expect pricing for overhead paging for the entire UC solution after migration to IP or only per unit pricing?

The proposed solution must integrate to existing legacy overhead paging systems and must include a per unit pricing for future installations.

31 Table 4-1 Table 4-1 Phone set and Licensing quantities, page 81: Can you please clarify the softphones licensing? Are these licenses in addition to the 12,000 licenses and do they include the Contact Center user licenses?

They are both included in the 12,000 licenses.

32 Table 4-1 Table 4-1 Phone set and Licensing Quantities, page 81: With respect to the 85 quantity of Type-5 Wireless base IP conference phones, do you require the base or the microphones to

The base station should plug into the wall via Ethernet and PoE. The communication between the base station and the console/endpoint should be via DECT wireless. The City does not desire




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be wireless or both? 802.11 capability on these endpoints. The microphones may be wired or wireless.

33 How many T1/E1 interfaces are in use and available (to be used during migration) on the legacy Ericsson PBX system?

For proposal purposes, assume the need for ten (10) PRI’s between the systems.

34 What is the distribution of Type-1 and Type-2 IP Phones per site?

Per Table 4-1, Proposers shall provide pricing based on the total quantity of each type of phone. Determination of the per site distribution is within the scope of Data Gathering described Section IV, Paragraph 4.2.8.4.

35 Who is responsible for supporting the existing legacy (PBX and CUCM 9.1) environment during the migration?

The City’s current PBX maintenance vendor Black Box will maintain the PBX during migration. City personnel will maintain the CUCM during migration.

36 How many of the 5,500 analog devices should be considered for E911?

For proposal purposes, assume 20% (1,100).

37 How many of the 5,500 analog devices should be considered for CDR?

All of them.

38 Do you have multicast enabled on your network?

No, however, the City requires the proposed solution support multicast as part of the design.

39 Do you require all IP Phones to be purchased at once or in phases?

All equipment will be purchased in phases.

40 Can you specify the Contact Center Agents phone types?

Softphones.

41 Can the City provide baseline network utilization statistics?

Given the large number of sites and connectivity, this information cannot be provided at this time. Proposers shall propose a solution that complies with the requirements of Section IV, Paragraph 4.1.7.

42 Can the City provide current TDM call flow patterns?

This question is too vague to provide a proper response.

43 Par 4.2.8.4 Will the Proposer be responsible for the collection and organization of data from the legacy phone systems, including: 1. Extension assignments and phone

placement data 2. Call flow diagrams for primary department

numbers, including call coverage for after-hours and holidays, and contingencies

3. Call flow logic for Auto Attendants 4. Departmental hunt groups, pickup groups,

etc 5. Location and function of building specific

telephony devices, TTY devices, overhead ringers, door buzzers, etc

Yes.

44 Please identify any dedicated Attendant Console (Operator/Receptionist) hardware or software requirements.

There may be a need to provide sidecars. For proposal purposes, include one (1) soft console license.

45 Please identify any keyboard expansion (sidecar) modules.

For proposal purposes, assume 1,200 sidecars.

46 Par 4.2.3.7 Par 4.2.2.1

Please specify how many FXO ports and at what locations are required?

See section 4.2.2.1, Overhead Paging, for the number of locations, which totals 98. Actual




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locations will be determined during the Data Gathering phase of the UC implementation.

47 Does the City have any preferred financial structures, such as a lease type, payment plans, consumption models or “As a service” models?

The City generally does not lease and this project is budgeted as a capital project. The payment plan is specified in Section III, Paragraph 3.17.

48 Are there any financial structures the City would not want to consider or are prohibited by the City?

See Question 47.

49 Will the City consider a “Lifecycle Management” refresh structure to maintain their technology platform on a uniform platform?

No.

50 Par 4.2.3.11

Telephone Set Requirements, page 80: Item #1 states the Type-1 telephone set requirement includes a color display. Given many phones available have very good quality grayscale or backlit white displays, and the other needs of this phone are fairly basic, is the “color” requirement necessary? This requirement places the phone in a higher cost category, which often means the phone itself will have additional capabilities that are not required in the description of the Type-1 phone. Will the City accept a quality backlit display that is not “color” but still meets or exceeds the other requirements of this category?

Color displays are required for Type-1 and Type-2 phones.

51 Par 4.2.3.11

Telephone Set Requirements, page 80: Item #5 states wireless base units. Is the intention that the telephone base must not have a requirement to plug into Ethernet (i.e., it must be wireless), or is the intention that the phone simply offer wireless extension mic capability? Will the City accept a conference room phone that requires Ethernet connectivity, but offers wireless mic extensions?

Refer to Question 32.

52 Par 4.3.2.2 Is it the intention of the City of Phoenix that all sites (those with 4GLTE capability and those with redundant fiber connectivity to the Enterprise Business Network) rely only on city provided resilient network connectivity back to the redundant data center components for site continuity? This would imply that the City of Phoenix wants no on site SIP survivability appliances.

Yes. SIP connectivity to the PSTN will only exist in the Enterprise Data Centers.

53 Has the City selected a preferred SIP Trunk

carrier? If not, who are potential candidates?

No. To be determined.

54 Can the Interalia iProMoH music-on-hold

solution be replaced?

Yes.

55 Is the Audio and Web Conferencing solution Yes, see Section IV, Paragraph 4.2.3.14 regarding the City’s requirements for




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(provided by AT&T Connect) considered in

scope as a replacement?

Conferencing.

56 Is there an existing virtualization strategy?

(Cisco UCS-C/B Series, Dell, HP, etc.) Please

describe

Per Section IV, Paragraph 4.1.5 the City’s existing virtualized server environment is out of scope and will not affect the evaluation of Proposers’ solutions.

57 Is there an existing SAN available? Please

describe

The City’s existing SAN environment is out of scope.

58 Can you describe the number of contact

centers as used by the City of Phoenix?

See Attachment 22 – Contact Center Agent Details included as part of this Addendum.

59 How many self-service applications are

offered?

See Attachment 21 – Contact Center & IVR Details included as part of this Addendum.

60 How many agents per call center support your

business operations?


61 How many 800 numbers/DNIS do you have

supporting the contact centers?

None.

62 What are the Busy Hour Call Attempts

(BHCA), Average Handle Time (AHT) and

Service Level Goal statistics for each Call

Center?

Unknown.

63 What percentage of calls or how many calls

are terminated in the self-service applications?

Approximately 50%.

64 Is the intent to replace the two (2) IVR systems

(Convergys IVR and AVST UCConnect IVR)

or replace AVST UCConnect IVR/and

integrate with Convergys IVR?

Integrate the Convergys IVR and replace the AVST UCConnect IVR.

65 What are the 60 applications / queue groups

supported defined for Aastra/Ericsson Call

Center - ACD (Automated Call Distribution)?


66 Does the Water Services Department

Customer Services Contact Center utilize any

CRM systems? If so what are they?

Oracle Customer Care and Billing.

67 What are the versions of Oracle DB for both

Water Services Department Customer

Services Contact Center and Planning and

Development Dept?


68 How many languages (indicating the

languages) will be required as part of the IVR

solution?

2. English and Spanish

69 Is the Supervisor count inclusive of the 700

Agents - Single Media (calls) count?


70 How many remote agents are defined in the

overall agent count?

None

71 How many pieces of data need to be collected

from the caller and displayed to the agent?

(SSN, PIN, etc,). If so, are these collections

Account number and account information.




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Numeric or Alphanumeric?

72 For Call recording can you provide the

following information?

1. Avg calls per agents per day

2. Average call length (seconds)

3. Average wrap up time (seconds)

4. 100% Audio retention (months)

5. Screen capture retention (months)

6. Number of Quality Recordings

available per agent per day

1. 80 – 100 calls 2. 341 seconds 3. 19 seconds 4. 12 months 5. 12 months 6. All calls are recorded.

73 Are there Workforce Management

requirements?

No.

74 Are there any outbound calls or campaign

management integrations?

No.

75 We wish to confirm that each proposal only needs to include a single copy of the “attachment_16_uc and call_center_pricing_detail.xls” pricing file?

A single pricing submittal is required for each response - Network and/or UC and Call Center, as applicable. Refer to Questions 2 and 10.

76 4.1.11.6 Site Acceptance, p. 67 Will milestone billing for invoicing be acceptable

No. The anticipated Payment schedule is defined in Section III, Paragraph 3.17.

77 4.1.4 Enterprise Business Network, p. 49, paragraph 4 “WAN Connectivity”. Is WAN Connectivity (i.e. ME3600’s) in scope or out of scope?

In scope.

78 4.1.7.13 Enterprise Business Network Firewalls, p. 63. Is VRF/Inter-VRF in scope? If yes, does all hardware to be proposed need to support VRF or VRF Lite?

VRF/Inter-VRF is in scope and all hardware proposed must support VRF. VRF-Lite (Pseudowire) is not acceptable..

79 Is ISE / Trustec a suitable replacement for separation technology, i.e. Pseudowire?

ISE / TrustSec is acceptable only if it does not require or depend upon VRF-Lite (Pseudowire). Per Section IV, Paragraph 4.1.6, Pseudowire is not acceptable to the City.

80 4.1.11.6 Production Implementation, p. 67, bullet 11, “Providing documentation of the cable mapping from the existing City-owned equipment to the new equipment.” Is the City needing or expecting all new patch cables?

The City will supply all patch cables except for the patch cable for the VoIP phone, which should be included with the set.

81 4.1.6 Network Upgrade, p. 58 “The City is currently using Cisco’s Pseudowire for network separation and extension; however, the City desires to no longer utilize this technology” Please explain in more depth how this technology is currently being used. i.e. what traffic/departments etc. are being separated, and what is the criteria for separation. Are these site local separations or cross network? Is there a logical diagram of this design?

Per Section IV, Paragraph 4.1.6, Pseudowire is not acceptable to the City. Proposals must not include a Pseudowire implementation.




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82 4.1.11.8 Deliverables, p. 68, Item “Results of the VoIP Network Assessment and 12-month warranty.” Is it correct to assume that this relates to accuracy at the time it was gathered?

Yes. Per Section IV, Paragraph 4.1.7.11, the 12-month warranty period shall allow for normal variances in traffic flow under the condition that the City has not significantly changed user quantities, WAN circuits, or network equipment.

83 4.2.8 Unified Communications and Contact Center Implementation, page 93, paragraph 1. Please define “turnkey” in the following requirement: “The Proposer must design, develop, deliver and implement a fully operable, comprehensive, turnkey Unified Communications and Contact Center solution to meet all of the requirements set forth in the RFP.”

The Proposer must design, develop, deliver and implement a fully operable, comprehensive, Unified Communications and Contact Center solution to meet all of the requirements set forth in the RFP (i.e, a turnkey solution).

84 4.2.8.1 Design, p. 94, paragraph 1. Who specifies the format of the PDW that is to be developed in the following requirement: “Proposer shall provide a high-level design of the proposed Unified Communications and Contact Center solution architecture. The successful Proposer will then collaborate with City technical staff to finalize the design to include proposed dial plan, routing restrictions, alternate routing, integration (with other systems), and E911.”

The City shall specify the format of all deliverables.

85 4.2.8.3 Pilot, p. 94, paragraph 2. What is the size of the pilot mentioned in the following requirement: “The City and the Proposer shall jointly conduct one (1) Pilot, which is subject to an Acceptance Period of thirty (30) consecutive calendar days of normal traffic load without major component failures or major alarms.”

The “size” of the Pilot shall be sufficient for the Proposer to fully demonstrate that its proposed solution has met all of the requirements of the RFP. The exact products, features, and functionality tested during the Pilot is at the sole discretion of the City.

86 4.2.8.4 Data Gathering, p. 94, paragraph 1. How does this effort compare to the optional one triggered by a split award (network/UC)?

Per Section IV, Paragraph 4.2.8.4, the Proposer will perform data gathering in all City locations to assess telephony and contact center requirements. Data Gathering is a task specific to the UC/CC implementation. Per Section IV, Paragraph 4.1.11.3, the Proposer will perform site assessments in all City locations to assess cabling, power, cooling, 4GLTE signal quality, and equipment layout. Site Assessment is specific to the Network implementation. Neither of these tasks are optional.

87 4.2.8.6 Production Implementation, p. 95, bullet 6 “remove existing telephone sets” Is relocation

Refer to Section IV, Paragraph 4.2.8.6, Bullet 7: which requires the Proposer to transport the de-




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to a central facility on site acceptable, or is true disposal required?

installed City-owned equipment to the ITOC facility for turn over to City personnel.

88 4.2.8.6 Production Implementation, p. 95, bullet 9 “Configure and verify that newly installed core telephony equipment is reporting correctly in SolarWinds Orion ” Check out if it is clear what Orion reports.

All proposed equipment must be managed, monitored, configured, and integrated with the City’s existing Solarwinds Orion system.

89 4.2.9.3 Qualifications, p. 101, bullet 2 “All installation, service and repairs shall include a warranty period of one (1) year from the date of acceptance by the City regardless of the equipment manufacturer. The warranty shall include all materials, labor, and travel time.” Is this a warranty for the installation?

The warranty must cover all materials, labor, and installation for a period of one (1) year from the date of acceptance by the City.

90 To confirm, the overall pricing for UC and Contact Center may be provided in a single spreadsheet, not broken out by site with an individual spreadsheet per site? (apologies for the repeat of this question from the bidder’s conference, but the assessment was that there might have been some confusion around this question and it substantially increases the work involved in providing a response)

Proposers shall utilize Attachment 16, Unified Communications and Contact Center Pricing Detail for the UC/CC Price Submittal, which requires a single Bill of Materials (BOM). Per site pricing is not required.

91 Is it correct to assume that current Lync capability is provided via O365 G3 and there is no on premises deployment of Lync/Skype?

Correct. Refer to Section IV Paragraphs 4.2.2.1 and 4.2.3.12. The City does not have an on premise deployment of Skype for Business (Lync).

92 What is the peak number of SIP sessions required per data center? (this question speaks to peak utilization and desired excess capacity for growth)

For proposal purposes, assume 250 per Enterprise Data Center.

93 Are attendant consoles needed, and if so, how many concurrent operators (application logged in on a PC)?

For proposal purposes, include one (1) soft console license.

94 How many concurrent speech to text sessions does the city believe are needed at peak usage periods?

For proposal purposes, assume 20 concurrent sessions.

95 4.2.3.7 Overhead Paging, p. 79 Section 4.2.3.7 cites the need to provide POE power to network connected overhead paging elements. Can we get an inventory of such devices including: which site they are at, make, model, and Power over Ethernet requirements?

The City does not currently utilize IP and PoE for overhead paging. Per Section IV, Paragraph 4.2.3.7, the City requires paging directly from the new UC system using IP and PoE technology for new locations only. These locations have not been identified at this time.

96 Attachment 10, VoIP Site List Attachment 10 shows only 759 phones, can we assume that there is no analog, conferencing, or soft phone requirement at these sites?

Attachment 10 only list VoIP endpoints. Refer to Attachment 12, CoP Voice Station Counts, for total station count, analog station ports, softphones, and conference phones. All VoIP sites listed in Attachment 10 are also listed in Attachment 12.




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97 What percentage of the analog station ports at each site should we assume require FXO treatment (e.g. the City of Phoenix paging requirement) as opposed to FXS ports?

100% of the station ports are FXS ports. FXO ports shall be used only for overhead paging integration per Section IV, Paragraph 4.2.3.7.

98 If speech to text is cloud based only, does the city prefer that this function NOT be included, or included as a nonconforming solution?

Cloud-based text to speech is not acceptable to the City.

99 Requirements don't specifically address communications to external entities (e.g. integration of room based video to web conferences), shall we assume that this is NOT a requirement?

The City does not have a requirement for room-based video conferencing integration.

100 Can we get documentation of the City's Active Directory design, e.g. are phone numbers rationalized to a common format like E.164? How many authentication domains are there? Is there a single AD forest?

The City’s AD consists of 3 domains for the Enterprise, Police, and Courts. The City declines to provide detailed documentation of its AD structure for security reasons.

101 Since co-existence w/ Aastra is required, may we assume that extensions are strictly allocated by site location (e.g. if a City employee moves building, they are required to change their extension)? Or is it the case that phone number prefix blocks are comingled between sites and PBXs?

Phone number prefix blocks are comingled between sites. Employees are not always required to change their extension when moving to another building. However, the City system and the Aviation system maintain separate dialing plans.

102 May we assume that the analog port counts for each location (listed in attachment 12) aggregate to a single telecom location at each site? If not, how many telecom closets should we assume the analog ports are divided amongst at each location? (this affects gateway sizing)

Assume a single telecom location at each site.

103 What percentage of users will require features such as: a) Hot desking b) Single number each

For proposal purposes, assume 5% for each.

104 Do "Type 3" phones require multi-line capability? This is not stated, but could be inferred by comments made earlier in section 4.2.3.11

Multi-line capability is not required for Type-3 sets.

105 May the end user training for the 75% * 12k users (9k users) be delivered at a central location or is onsite training at EACH site the day prior to cutover required?

Proposers should assume that training will be accomplished in central locations and not at each individual city site. However, these locations may be distributed at various City facilities, including the downtown corridor, East, West, North and South locations in order to provide reduced travel time for City employees.

106 Two days of post cut support for executives is requested, may we get a count of executives by location or should we assume that all sites have executives and require such support?

Executives are located at Phoenix City Hall and the Calvin C. Goode building. The City anticipates executives will be migrated along with their associated departments and not a single group.




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107 Attachment 12 – Voice Station Counts Attachment 12 shows 65 soft phones total, where will the other soft phones be located?

Throughout the City. Per Section IV, Paragraph 4.2.8.4, the Proposer will gather each departments telephone set requirements including soft phones.

108 Based on existing city of Phoenix video conferencing usage, what is the peak concurrent number of video conferencing connections into the Skype for Business conferencing environment?

Desktop video conferencing use is extremely limited at this time to only a few users.

109 Is managed services (24x7 monitoring and fault management) required for the networking systems or just the UC & Contact Center systems? If required for the networking systems please describe the requirements.

Managed Services is not required for Networking. The City plans to in-source management of the network as it does today. However, a managed services proposal for the Unified Communications and Contact Center is required per Section IV, Paragraph 4.2.9.

110 4.2.9.1 Managed Services Activities In section 4.2.9.1, is the City open to remote maintenance and management with onsite support as needed, or is the support required to be onsite?

Per Section IV, Paragraph 4.2.9.1, the Proposer must provide dedicated on-site support to maintain and manage the Contact Center technology during regular City business days, excluding City holidays. In addition, the Proposer must have local field technicians available for routine or emergency maintenance.

111 Are there room conferencing systems included

in the scope of this project? If so what are the requirements, and do they need access to Exchange Online calendaring?

No. The City does not have a requirement for room-based video conferencing integration.

112 Do we need to maintain two separate Contact Center systems? (One for the airport separate from the rest of the City?)

The City requires a single instance.

113 What sites will have agents needing to be call recorded, and how many agents at each site?

Refer to Attachment 21, Contact Center & IVR Details.

114 How many agents need to have a Workforce Management license?

None. Workforce management is out-of-scope.

115 How many scripts need to be voice enabled? For proposal purposes, assume two (2), however, Proposers are required to perform data gathering in all City locations to assess contact center requirements per Section IV, Paragraph 4.2.8.4.

116 How many scripts need Courtesy Callback? For proposal purposes, assume 1 queue, however, Proposers are required to perform data gathering in all City locations to assess contact center requirements per Section IV, Paragraph 4.2.8.4.

117 Are you requiring both a Dev and a Test environment in addition to production?

No.

118 Will you require any load testing of the new system?

In order to pass Final Acceptance, the Proposer must be capable of proving the installed system meets the capacity and performance of the design that was accepted by the City per Section IV, Paragraphs 4.1.11.1 and 4.2.8.1.




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119 4.2.4.9 RFP Paragraph 4.2.4.9 Interactive Voice Response Requirements, page 87: Can you please provide call flows for the existing IVR script?

Refer to Attachment 21, Contact Center & IVR Details. Proposers are free to call the phone numbers identified in this spreadsheet to get a sense of the call flow(s).

120 General IVR Requirement #1, page 87: The requirements indicate a need for speech recognition of basic speech commands. Speech providers license their products by “tier”, so we need a better indication of the type, number, and complexity of commands that should be supported. Generally Tier 2 systems support “Press or Say” functionality and very simple menus. Tier 3 systems support self-service functions (e.g., bill payments, caller identification, account information, etc), and Tier 4 systems support Natural Language systems.

Proposers should propose a “tier 3” system as described in the question that supports predefined self-service functions (e.g., pay bill, account information, payment due date, etc.).

121 General IVR Requirement #9, page 88: Can you please provide a use case example of this functionality?

A use case would be to forward a caller to skill set that handles past due accounts if the IVR connected database shows the account is past due.

122 General IVR Requirement #12, page 88: Can you please provide a use case example of this functionality?

An example of a batch use case would be an outbound calling campaign to large number of customers.

123 General IVR Requirement #18, page 88: Can you please clarify what this means? Is the IVR application expected to run on the existing platforms, in addition to a new platform?


124 With respect to the IVR requirements, can you please address the following questions: a) What are the top three objectives of the new system? b) What is the average hold time? c) What is the average length of call? d) What is the average cost of a call? e) What is the abandonment rate? f) Can you please specify the total number of calls/month? g) What is the automation rate (i.e., how many calls make it to or through the IVR)? h) Do the existing applications use speech? If so, is it tier 2 or 3? What speech functionality is desired? i) Are you planning for any tuning of the application?

a. Refer to Section IV, Paragraph 4.2.1. b. There is no hold time in the IVR. c. 3:16 d. The City does not keep those statistics. e. 3.2% f. 120,000 g. 50% of calls are handled by the IVR. h. Yes. “Tier 3” as described in Question 120. i. For proposal purposes, include tuning as a separately priced line item.

125 RFP Attachment 7 City of Phoenix Data Network Site List: Some sites do not have a site type listed. Can we get clarification on what type those sites are? The sites in question are: • DVA • EEA

DVA: LMS EEA: MMS ETA: SMS FMA: XLMS GYA: MBS RCC: LMS SHA: XXLMS




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• ETA • FMA • GYA • RCC • SHA • T4A

T4A: XXLMS The City has revised Attachment 7 and has included it as part of this Addendum.

126 4.2.3.2 RFP Paragraph 4.2.3.2, page 77: For the redundant Session Border Controllers (SBC), do you require redundant power supply for each SBC?

Yes

127 4.2.3.2 RFP Paragraph 4.2.3.2, page 77: Please confirm the required total number of SBC concurrent SIP sessions for the solution?


128 4.2.3.5 RFP Paragraph 4.2.3.5: How many total ports will be available on the existing legacy PBX system(s) for the integration via PRI tie lines with the new UC system?


129 4.2.2.1 4.2.3.7

RFP Paragraphs 4.2.2.1 and 4.2.3.7: How many FXO ports and at what locations are required for the integration with the legacy paging system?


130 4.2.3.7 RFP Paragraph 4.2.3.7: How many of the 5,500 analog devices need to be considered for Overhead Paging?

None of the 5,500 analog devices provide overhead paging. Refer to Question 46 for overhead paging numbers.

131 4.2.3.8 RFP Paragraph 4.2.3.8: How many of the 5,500 analog devices need be considered for CDR?


132 4.2.3.9 RFP Paragraph 4.2.3.9: How many of the 5,500 analog devices need be considered for E911


133 Do you require a dedicated appliance in DMZ? If a dedicated appliance is required in the DMZ to meet any of the requirements, one should be proposed.

134 Do you require any IP Base speakers in addition to the IP Phone speakers to be included in the proposal and how many?

If referring to overhead paging speakers, the City requires the capability described in Section IV, Paragraph.4.2.3.7 (2). No paging speakers are required as part of the RFP submittal. If referring to Type-4 and Type-5 conference phones refer to Section IV, Paragraph 4.2.3.11,

135 Can the existing City virtual server environment be leveraged for the new UC solution?

No per Section IV, Paragraph 4.1.5.

Similarly, the Proposer must provide their own servers or virtual environment for any server hardware to be located within the City’s data centers to meet the requirements of Section IV, Paragraph 4.2. Proposers may not leverage the City’s existing virtual server environment for the new Unified Communications or Contact Center solution.




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136 Do you require Attendant Console in addition to the Auto-Attendant and if so, how many?

For proposal purposes, include one (1) soft console license.

137 Do the 700 peak concurrent agents include supervisors? If not, what is the total count including peak concurrent supervisors?


138 How many named / configured agents & supervisors total?


139 How many custom real-time reports have been developed within CMS?

Conversion of existing reports is not a requirement.

140 How many custom historical reports have been developed within CMS?

Conversion of existing reports is not a requirement.

141 Will most contact center calls come in through the centralized SIP trunks?

Once fully implemented, yes.

142 If so, for around 700 peak concurrent agents, 300 simultaneous SIP sessions seems low? Is that addressed elsewhere?

700 is the total number of agents, not the concurrent peak.

143 “Perform Move, Add, Change, and Deletions (MACD)”: Three Questions: 1) often people leave out the "I" in MACD for Install. Does the city wish for us to perform the Installs as part of this? 2) Is this for core infrastructure AND end user components? 3) Does the city have a distinction for the difference between hard IMACDs and soft IMACDs? We have provided an example to get an idea from you of the scope of the service you are requesting.

1. The City considers “Install” to be a component of “Add.” 2. Yes. 3. The City considers a “soft” MACD can be done remotely, while a “hard” MACD requires an on-site technician. Both must be part of Proposers’ managed service offering.

144 “Coordinate with City technical personnel regarding network issues that affect the telephony or call center systems”: We assume this means to provide telephony expertise to work with your own or other third party network expertise. Is there an expectation that we would bring network expertise to the table in these instances as well?

The City expects the Proposer to work with City network engineering personnel and, if necessary, bring to bear any technical expertise necessary to solve an issue.

145 “Perform software upgrades to include upgrades, updates, and patches for the proposed system”: We typically provide ongoing patches and upgrades to correct functionality and/or security issues at any time. For major upgrades and patching we provide an assessment and a full upgrade to the entire infrastructure once a year. Is this acceptable?

Yes, this approach is acceptable.

146 “Use SSL VPN for any activities requiring remote access”: We have an encrypted data connection that runs through an encrypted tunnel (VPN) and leveraging a reverse call out from our onsite system allows us to reach the systems without ever calling into the systems from the outside. This system is fully audit able and does not allow employees who have been released from Black Box to access the systems after termination. Is this type of

The City requires that all personnel accessing City systems are named and have passed a maximum risk background check as required in City of Phoenix Administrative Regulation 4.45. The proposed solution must meet this requirement.




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security approach, which we use at most of our accounts, acceptable provided it passes final audit review with your security team or do you have a specific VPN approach that we must use?

147 “Definition of Major and Minor Alarms”: These definitions are tailored during the Onboarding process but we have a template we use as a starting point to properly determine the appropriate categories for alarms in your environment. Since this type of alarm tailoring is critical during Onboarding we assume that a high level list will be sufficient to give you an overview of what we will look at to classify these alarms.

A template is sufficient as for proposal purposes and a starting point. The City requires Proposers to be flexible and work with the City in the final definition of Major and Minor alarms.

148 “Time to Repair commitment(s) – critical issues must be within 2 hours”: Does the City of Phoenix allow the SLA timer to be stopped while parts are being delivered?

For an issue defined as critical, no.

149 In the last iteration of this RFP, it was understood that the city required an individual copy of this document, and the “Managed Services” worksheet in particular, for each of the 200+ City of Phoenix site.

Previous “iterations” of the RFP are not relevant and Proposers must follow the instructions provided in RFP 17-022.

150 “Annual equipment inspection”: Is this related to Asset Management, Wellness Assessments, Performance Optimization or all of the above?

All of the above and to include a review of end-of-life and end-of-support status, latest version/revision, features and functionality.

151 In regards to the references, can you satisfy multiple requirements with the same reference?

Yes, however, the City requires a minimum of six (6) unique references that meet the Mandatory Minimum Requirements specified in Section III, Paragraph 3.28.1 and 3.28.2.

152 Is the bond intended to cover only the install and one year of warranty or to cover both installation and the full maintenance contract?

The performance surety is intended to cover the term of the Agreement. Please review Section III, Paragraph 3.13 for performance surety requirements.

153 What are the surety requirements on the New Install and Maintenance pieces and for how long?


154 Will you allow the staging and testing facility to be located out of state?

Per Section IV, Paragraphs 4.1.11.4 and 4.2.8.5 the City prefers that the staging facility is located in the Phoenix area.

155 4.1 Are ongoing managed services required for the Network Upgrade

No.

156 4.1.4 Confirming that the City wishes to replace the Enterprise Business CORE, Border and MAN/WAN switches as part of this project? Can these be reused as part of the proposal?

Proposals may reuse or replace these switches.

157 4.1.4.1 Are internal firewalls deployed at Municipal Courts, PPD, PFD, etc... in-scope for upgrade / replacement? If so, are there additional

The City expects the department firewalls to be replaced by centralized firewalls as part of the scope of this project. Refer to Section IV,




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details around size, throughput needs, features, existing setup that can be provided?

Paragraph 4.1.7.13 for specifications for the Enterprise Business Network Firewalls.

158 4.1.6 Is the vendor required to configure or add devices to Solarwinds?

Yes. Per Section IV, Paragraphs 4.1.11.5 and 4.2.8.6, the Proposer is required to configure and verify that newly installed equipment is reporting correctly in SolarWinds Orion.

159 4.1.7.4 What are the power requirements for POE at the access layer? 802.3at or 802.3af

The City requires a minimum of 802.3af in all of its locations. However, the City requires that all switches or blades have the capability to stack 802.3af and 802.3at switches/blades in the same stack or chassis enclosure. For proposal purposes, Proposers should propose a solution that provides a minimum of 802.3af.

160 4.1.7.4 Do you require single or dual power supplies in the access layer for smaller closets (<192 ports)?

Single power supplies for network switches are acceptable in MBS/LTE, SBS, MBS and SMS sites.

161 4.1.7.10 Does the UPS need to support run-time for the POE switches at maximum POE power draw - i.e 15.4 watts for all ports for 802.3af? Or can it be based off of intended POE IP Phone power draw?

The UPS run-time must support the maximum power draw assuming all ports are populated with Class 3 devices. Refer to Question 19.

162 4.2.1 4.2.4.1

Replace or keep Convergys? Conflicting verbiage section 4.2.1 Goals and desired outcomes and section 4.2.4.1 System Architecture + 4.2.4.9 IVR Reqs "


163 4.2.3.7 Does the City intend on leveraging the existing Synapps paging system for future IP based paging needs as well as integration to overhead paging systems at other sites?

The City will accept proposals to either replace or upgrade the existing Synapps application.

164 4.2.3.7 Do you have support on the existing Synapps? Yes

165 4.2.3.7 How many handsets and analog ports would require paging capabilities at this time?

For proposal purposes, assume 1,000 handsets and 1,000 analog ports.

166 4.2.3.9 Is the City intending to replace the Xtend 911 implementation?

Yes

167 4.2.3.9 Bullet 5 - Can you please provide required notification methods? Phone Call, Email, etc

E911 terminal display, email/text, or phone call.

168 4.2.3.13 Does the City have remote home-office workers? I.e. Users who need to use the UC system while working at home with a traditional deskphone, etc... If so, approximately how many?

None at this time, but the City requires this functionality.

169 4.2.3.16 Bullet 9 - Approximately how many users will need to leverage Speech to Text?


170 Does the city have any e-faxing requirements? Faxing is out of scope of this RFP.

171 3.5 In section 3.5, it states which files to include in which folders. a. Which folder is Attachment 14 – Pricing Submittal to be provided in? b. Which folder is Attachment 17 – Combined Award Pricing Details to be





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provided in?

172 Does the Section V – Price Submittal page (page 103) need to be returned with Attachment 14? The footer makes it appear as though it needs to be submitted with the final documents. a. If so, which folder(s) is it to be included in?


173 3.14 In section 3.14, it states we must submit with our proposal a letter from the bonding/insurance company. Which folder(s) is that letter to be included in?


174 3.14 Regarding Q8 and A8 in Addendum #1, “Contractor” was changed to “Proposer”. In Section 3.14, it states, “Proposers must submit with the solicitation a letter from a bonding or insurance company stating that the Proposer can qualify for and procure the performance and/or payment surety required for this solicitation.” Is the letter still sufficient for submission with our proposal or does the City now expect to receive the performance bond as part of our proposal submission files? If so, in which folder is this to be included?

A letter is required with proposal submission. Refer to Question 4.

175 3.29 In section 3.29, it states subcontractors must be clearly identified. In which Attachment and/or Folder should that information be provided?


176 Regarding submission of the signed addenda, are those to be included in Folder 1: Section VI Submittal Forms?


177 After the deadline for questions, for any answers received from the City, if we have additional questions because of those answers, will the City accept those questions?

No.

178 Given the critical nature of the communications system decision, would the city accept manufacturer-provided references from similar large government accounts? This would demonstrate the success of the manufacturer solution, although may have been installed by different implementation partners.

Refer to Section III, Paragraphs 3.28.1 and 3.28.2.

179 4.2.2.1 Please provide details of the current licensing on the existing Cisco Communications Manager. Is the City current with maintenance and upgrade service on these licenses?

The City is current with regards to maintenance and upgrades on CUCM.

License Quantity

CUWL Standard (9.x) 2

Enhanced Plus (9.x) 3

Enhanced (9.x) 1007

Basic (9.x) 120

Essential (9.x) 80




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CUWL Standard Messaging (9.x)

2

180 4.2.2.1 Is there any reason why the city would not allow re-use of the current Cisco phones and licenses assuming the phones and licenses meet the other stated functionality needs?

The City will accept reuse of existing Cisco phones and licenses.

181 4.2.3.11 Telephone Set Requirements, #1, states the Type-1 telephone set requirement includes a color display. Given many phones available have very good quality grayscale or backlit white displays, and the other needs of this phone are fairly basic, is the “color” requirement necessary? This requirement puts the phone in a higher cost category – which often means the phone itself will have additional capabilities that are not required in the description of the Type-1 phone. Would the City accept a quality backlit display that is not “color” but still meets or exceeds the other requirements of this category?


182 4.2.3.11 Telephone Set Requirements, #5, states wireless base units. Is the intention that the telephone base must not have a requirement to plug into Ethernet (ie., it must be wireless), or is the intention that the phone simply offer wireless extension mic capability? Would the city accept a conference room phone that requires Ethernet connectivity, but offers wireless mic extensions?


183 4.2.3.11 Telephone Set Requirements states for licensing 12,000 suite licenses. Are the 1,725 Skype users considered included in the 12,000 suite licenses, or are they over-and-above the 12,000 suite licenses?


184 115. Please provide the ranges of extension numbers that are used to call between phones in their facilities: City of Phoenix offices (excluding Aviation), 5 digit dialing plan – what are the extension ranges in use, 1xxxx, 2xxxx, 3xxxx, 4xxxx, etc.? Aviation PBX, 4 digit plan – what are the extension ranges in use - 1xxx, 2xxx, 3xxx, etc.

Refer to Attachment 23 – City & Aviation DID Ranges included as part of this Addendum.

185 How do the Aviation PBX users currently dial the rest of the City of Phoenix offices? Do they have to use an outside PSTN line?

Aviation users can dial 6 plus the 5-digit extension or dial 9 then 7 digits. City users must dial 23 then the 4-digit extension or 9 then 7 digits.

186 117. Please provide a full contact center site list, and for each location: • Location Name

Regarding bullet 2, refer to Question 92. Regarding menus, Refer to Section IV, Table 4-2. Regarding languages, refer to Question 68. For




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• Whether there will be a local gateway or calls for that site transported via centralized SIP trunks over WAN, and if so, how many? • How many menus associated with that site? • How many skills/splits? • How many languages in initial deployment?

all other bullets, refer to Attachment 22, Contact Center Agent Details.

187 Approximately how many Call Center MACDs are performed on average each month?

Between 60 – 75.

188 IVR application for AVST being replaced (Planning and Development): • How many AVST IVR applications are there? Please briefly describe the function of each • Please provide the number of and type of back-end interfaces the IVR accesses (e.g. 2 MS SQL Server, 1 web service, 1 screen scrape) • What data is passed to it when calls arrive on the ACD and are handed off to the IVR? • What data is passed to the ACD when calls need to be queued to agents (such as items for screen pop and routing)?

Refer to Attachment 21, Contact Center & IVR Details. No data is passed to the ACD from the IVR. There is no screen pop for this application.

189 Are you requesting that pricing be broken down by location?


190 For the Convergys IVR (WSD): • What data is passed to it when calls arrive on the ACD and are handed off to the IVR? • What data is passed to the ACD when calls need to be queued to agents?

No data is passed to the IVR from the ACD. Customer account is passed from the Convergys IVR to the Agent via the SIP header.

191 What agent desktop applications require a screen pop (data injected into them to bring up a record on call arrival)? • Please list the above and specify whether web-based or thick client for each

Only the Water Customer Service contact center. Per Section IV, Paragraph 4.2.4.6, the City requires a web-based client.

192 4.3.2.11 Note of Skype for Business integration for Soft phone. Is it anticipated the soft phone client will be provided within/by Skype for Business or a 3rd party soft phone?

The City desires to utilize Skype for Business as its soft phone client.

193 What qualifies as “Emergency Maintenance” vs Routine Maintenance? Please explain.

Emergency Maintenance is a response to an outage or issue that impacts the City’s ability to provide services to the public. Routine maintenance is regular day-to-day maintenance required to ensure system reliability, availability, security, and performance.

194 Only critical security patches are included in the service at no additional charge. Upgrades and application of non-critical patches are included on T&M basis. Is this acceptable?

The City requires a firm fixed price for all services.




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195 Our Managed Service offering uses an IPSEC Site to Site VPN for remote management and troubleshooting. Is this an acceptable alternative to SSL VPN?


196 Our standard TRT (Target Resolution Time) for P1 incidents is 4 hours. An improved TRT can be negotiated for a higher rate. Is this acceptable?

Per Section IV, Paragraph 4.2.9.2, Time to Repair of critical issues must be within 2 hours and quoted within the Price Submittal.

197 Regarding MACD service request response time commitments. Request Fulfillment is covered under an SLO (Service Level Objective) rather than SLA. Is this acceptable?

Per Section IV, Paragraph 4.2.9.2, Proposers must provide their MACD service request response time commitments.

198 The RFP states that the City of Phoenix adheres to the Core-Distribution-Access architecture. However, per the description of the requirements, the remote sites appear to have a collapsed core design. o Can you confirm that the expectation is to have the access switching at the remote sites connecting via layer 2 into the collapsed core/distribution layer where all layer 3 routing will take place including layer 3 connectivity to the WAN routers? o Based on your design requirements, the concept of the core refers to the aggregation and demarcation point to be installed in the data center locations, correct? Ie, a pair of L3, chassis based switches will be installed in the data center to aggregate WAN router connectivity as well as provide connectivity into the data center network. This is also where firewall and IPS services between different city “tenants” (Police, water, etc) and remote sites and the data center will be provided.

Access switches connect to either collocated distribution layer switches or distribution layer WAN routers, which in turn connect to core switches or core routers, respectively. The concept of the core refers to the aggregation and demarcation points located in the City’s Enterprise data centers. Refer to the Definitions in Section II and Section IV, Paragraphs 4.1.4 and 4.1.7.13 for solution requirements.

199 The RFP states that the City of Phoenix will be moving away from pseudo-wire technology and also that virtual circuit capabilities are required on certain platforms. Is the preference of the city to run MPLS to provide network segmentation between departments?


200 The firewall throughput requirement is listed as 80Gbps of stateful firewall throughput. IPS is also a requirement. Can you clarify as follows? o Is 80Gbps the MAXIMUM theoretical throughput of each individual appliance or of the pair/cluster as a whole? o Is there a specific requirement for expected real world or multiprotocol firewall throughput? o Is there a specific requirement for IPS

Per Section IV, Paragraph 4.1.7.13, 80 Gbps is the required throughput of each firewall. Refer to Question 15 for IPS throughput.




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throughput?

201 Is there a requirement for the IPS features/functionality to run on the firewall appliance or is a standalone IPS appliance preferred/permitted?

IPS may be internal to the firewall or a standalone appliance.

202 Do you require the LTE connectivity to be on a dedicated router or can it be a line card in a router that is providing connectivity to another network technology (MOE, for example)?

A separate route or line card within a router is acceptable, however the City prefers fewer devices to manage.

203 A requirement for access switches is to provide a PDU when the number of stacked switches exceeds (4). However, if more than 4 switches would be required in the stack the stated requirement is to move to a chassis based solution. o The chassis requirement for more than 192 ports is a hard requirement…therefore, the PDU support would be for a chassis based solution in this case, correct? o For the chassis based solution, does the City wish for a single PDU to be required or dual PDUs to allow for a “side A” PDU and a “side B” PDU to support power circuit redundancy?

Per Section IV, Paragraph 4.1.7.5, the City prefers a chassis-based solution with redundant power supplies and dual supervisors or controllers.in dense locations, defined as where there are more than 192 ports installed in a single closet. This is not a requirement; it is a preference.

204 Some sites have a relatively small port count requirement and only (1) room/IDF. For example, site code CDF only has a requirement for 48 ports. For such a location, the architecture would generally be a single 48-port switch, possibly providing layer 3 services, connected to the WAN router(s). There would be no true core/distribution switch and certainly no chassis in such a location. Is this acceptable or is the need for core/distribution a hard and fast rule for ALL sites?


205 Calvin C. Goode Building on 251 W Washington Street, Phoenix, AZ 85003 is where the main / core Ericsson PBX is located. Otherwise will need to inter-connect several back to back T1/E1 PRI type tie lines between the new solution & existing PBX systems for the duration of the project in order to migrate users / migrate from TDM based PSTN trunks to SIP trunks. Therefore will need to place physical equipment within 100ft of the current PBX location(s) for this purpose. How many PRI tie lines does the City expect to require between the main/core Ericsson PBX & the new UC solution for the purpose of migrating to SIP / migrating users over?

Refer to Question 33 for PRI/tie line count. Gateways can be installed in the Calvin C. Goode Building or at the ITOC. The City will provide all Aastra/Ericsson equipment and programming necessary for this integration.




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Otherwise we propose somewhere between 8 to 16 T1/E1 ports providing for 184-240 voice tie line channels if 8 T1/E1 ports were estimated or 368-480 voice tie line channels if 16 T1/E1 trunk ports were provided. Will the City provide all the Aastra/Ericsson integration (ISDN-PRI/QSIG/NFAS) tie line hardware & configuration requirements on the Ericsson PBX side during the transition period of the new solution?

206 Is the Sky Harbor Airport Aastra/Ericsson PBX being replaced as well as the main / core Ericsson PBX with the new overall UC solution? If so, are the phone counts required for this accounted for? Are the phone systems for Deer Valley and for Goodyear Airports also being replaced with the new overall UC solution as well?

Refer to Section IV, Paragraph 4.2.1.

207 Is the Water Services Department Customer Services Contact Center / Avaya PBX and associated call center also being replaced with the new UC solution?

Refer to Section IV, Paragraph 4.2.1.

208 The City also has a 57-site / 759 devices Voice over Internet Protocol (VoIP) UC deployment utilizing Cisco Unified Communications Manager (CUCM) - Should this remain as is? And therefore be simply inter-connected via SIP tie trunk to the larger replacement UC environment? OR migrated / replaced / collapsed into the larger replacement UC environment? - either way, the current Cisco UCM environment can be centrally managed by the overall newly proposed solution. If the current CUCM cluster DOES remain in place, should we plan to upgrade this environment from the current version of v9.x to v11.x? (v.11 is the most current supported version) Does this current CUCM environment also leverage AVST for VMail today? IF so, do we need to account for additional Vmail licenses in order to migrate these existing 759 AVST VMail users over or will the City provide for this license entitlement?

Per Section IV, Paragraph 4.2.1, the City of Phoenix desires to replace its existing telephony and contact center infrastructure with a single turnkey, on premises Unified Communications (UC) and Contact Center solution, including all voicemail.

209 Should the equipment for either IO/ITOC data center locations use: C13, NEMA, 5-15P type power cords or C13-C14 Jumper Style Connectors / @ 2 meters length?

Proposers may propose whatever power cords are necessary to power the proposed equipment. The City will ensure the requisite power is available.

210 Is proposer supposed to include UPS battery backup systems for all provided equipment OR instead leverage the City's in place / overall

A centralized UPS is provided by the City for any equipment in each of the Enterprise Data Centers ITOC and IO. Proposals must include UPS’s for




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data center based UPS systems? all other sites per Section IV, Paragraph 4.1.7.10.

211 Does the city support multicast routing across their WAN segments? Or will the new / upgraded LAN/WAN network support multicast routing end to end?


212 Does the city have any centralized operators / attendant consoles for centralized call answering in addition to DID and/or Auto Attendants / IVR’s? / If so how many concurrent attendant positions are required?

No. For proposal purposes, include one (1) soft console license.

213 All non-analog wall mounted IP phones will require an Ethernet / POE port / RJ45 type wall mount bracket / wall jack (not a typical RJ11/RJ14) such as the Leviton model 4108W-xSP in support of new wall-mounted IP / POE Ethernet Phones - City to provide these correct?

The City will provide all cabling infrastructure including standard wall mount jacks. If the Proposer’s solution requires a special wall mount brackets, they should be included in the Price Submittal. The quantity of Type-3 phones is located Section IV, Table 4-1.

214 If long patch cords are required, or if long handset cords are required, who should provide these?

Refer to Question 80 for patch cables. Long handset cords (longer than what is provided with phone sets) will be handled on an as-needed basis post-award.

215 Is the City reusing all their existing 5500 analog phone, fax, modem instruments / devices?

Yes.

216 Will the City provide their own headsets? Yes.

217 Does the City want to consider keeping the AVST Vmail / Auto Attendant / IVR / Messaging platform along as it is fully compatible with the newly proposed UC platform for a significant potential cost savings? Or should we include a full replacement solution as part of the overall UC replacement solution? We assume the latter…

The City will accept responses that propose upgrading the AVST voice mail system as long as it meets all of the requirements stated in Section IV, Paragraphs 4.2.3.16 Voice Mail/Unified Messaging and 4.2.3.17 Auto Attendant.

218 Call Accounting - A custom system exports data into a System Application Products (SAP)/Plant Maintenance module for tele-management and for call ratings. Will the city continue to leverage this application? If so, all we need to be concerned with is making CDR records available to the existing call accounting system correct? Otherwise outside of the contact center reporting requirements, does the City want a call accounting application included or simply want the raw CDR information made available for automated import into an existing call accounting solution?

The City will continue to use SAP for internal billing purposes of long distance calls and desires a Call Detail Reporting system as defined in Section IV, Paragraph 4.2.3.8 to be able to generate call detail information to be imported into SAP. For clarification purposes, the City considers “Call Accounting” and “Call Detail Reporting” to be the same thing.

219 Proposer is responsible for gathering up all the old phones + transporting of the de-installed City-owned equipment to the ITOC facility for turn over to City personnel. Removal of Ericsson/Aastra PBX common equipment and

For the Unified Communications and Contact Center solution, the City will remove all equipment except telephones. For the Network Upgrade, the City expects the




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key systems is out of scope. What equipment other than the old phones would need to be transported to the ITOC facility since removal of the old Ericsson/Aastra PBX & key systems is out of scope? Would this include the AVST systems, the IVR systems, TDMoverIP RAD circuit emulation T1 transport equipment, existing Cisco CUCM servers, Avaya Communications Manager, Verint Call Recording, Convergys IVR, LIM nodes at remote locations, T1 / CAS hardware, and/or possibly OPX equipment or can you specify please?

Proposer to de-install and remove existing City-owned networking equipment and transport it to to the ITOC facility for turn over to City personnel per Section IV, Paragraph 4.1.11.5.

220 Does the City want to continue to leverage the external / cloud based conferencing solution in place with AT&T - Audio and Web Conferencing Services Provided by AT&T Connect (cloud based) Approximately 120 accounts? Otherwise, should we include an on-premised OR cloud-based solution to replace this system that will provide the same or better functionality such as, providing for voice, video, & web conferencing + recording opt? And if so, should we include licenses for hosting meetings via this application for only 120 accounts? Otherwise, what should the expected peek number of concurrent participants be for all active meetings? Or what should the maximum number of users be? (using the system at one time that is)

The City desires a conferencing platform that will integrate with Skype for Business as defined in Section IV, Paragraph 4.2.3.14. For proposal purposes, assume the peak number of concurrent users is 500.

221 Does the City want to provide all the solution compute resources? (UCS / VMware)

The City will not provide compute or storage resources. Proposers must provide their own servers or virtual environment for any server hardware to be located within the City’s data centers. The City’s existing VMware environment is out of scope of this RFP. Per Section IV, Paragraph 4.2.3.2, Proposers must propose commercial off-the-shelf (COTS) hardware for Core telephony servers.

222 Should proposer provide VMware virtualization licensing for the proposed solution hardware? And/or does the City want the ability to manage the solution server hardware via VCenter? Or does the City want to provide the virtualization hypervisor software / licensing – Vmware vSphere ESXI for the proposed solution hardware? Does the City use vCenter today to manage their current VM server environment


223 Overhead Paging: The City has overhead paging at 33 LIM sites and at 65 key system

Per Section IV, paragraph 4.2.3.7 Overhead Paging, the City requires the use of FXO ports for




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sites using either Valcom / Bogen control units / interfaces are either analog line / trunk or paging adaptor. Can we assume that an FXS port will be sufficient here? Or do we need to factor in FXO / EaM ports as well? If so, will these affected sites have a branch router to leverage?

paging. Proposers must not assume a branch router with FXO capability will be available at these sites and must include the requisite equipment.

224 What are the City’s plans for using video / video conferencing present and/or long term as part of their overall collaboration / UC strategy? Other than using Skype for Business (S4B) and/or AT@T Connect in the cloud, are there any room based VTC systems in place today that you would want the ability to integrate into the overall UC solution? If so, what system brands / models does the City use / have in place today?

Refer to Questions 99, 108, and 111.

225 TDM to SIP trunk migration: How many blocks of DID numbers does the City of Phoenix own today via their 22 local PRI’s and 2 LD PRI’s? After the initial implementation of redundant SIP trunk gateways are deployed…many blocks of DID numbers will need to be converted / migrated over in phases requiring multiple engagements and/or coordination with the chosen carrier/provider…who will facilitate this process? Will the City simply choose their carrier provider of choice, or will they also facilitate all needed communications and coordination’s necessary to migrate many blocks of DID’s over to SIP over a two year period or should the chosen solution provider expect to handle all of this on behalf of the City…I.E. full turnkey?

The City owns many DID blocks and will choose the SIP carrier after this RFP is awarded. The City expects the Proposer to assist the City in the migration of the DID’s from PRI to SIP per Section IV, Paragraph 4.2.3.6.

226 Just to clarify: The City of Phoenix Information Technology Services (ITS) operates one of the largest Aastra/Ericsson MD-110 Private Branch Exchange (PBX) telephone systems in the world. Its distributed architecture provides digital and analog voice services to approximately 13,000 employees in 360 facilities distributed over 500 square miles. 70 of these locations are supported by LIM’s off the main core PBX, another 12 LIM’s are supported off the Airport Ericsson PBX, then there are 130 key systems, and 57 VOIP Cisco sites for an approximate 270 locations – a difference of 90 potential locations. Are there locations that have only OPX circuits today? DO these sites have IP connectivity back to the two primary DC centers? Or do OPX circuits feed key systems only primarily or

When the City refers to “facilities,” it is counting buildings. Therefore, a “site” may have multiple buildings or facilities, thus the difference in the totals. Proposers shall utilize the site count contained in Attachment 12 for the number of voice sites. There are locations that are connected via OPX circuits only. If a site does not currently have network connectivity, the City will install network connectivity prior to telephony deployment as part of the Network Upgrade scope of work.




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both? Otherwise, we count roughly only 270 remote locations based on RFP stated information, or not 360 sites…if each site requires a full deployment, cutover phase, plus an assessment, plus training, etc…then can you please specify or clarify the exact number of remote locations, or please explain what the number 360 facilities really means?

227 Does the 5500 analog count include OPX circuits that will be discontinued once the UC / VOIP solution is deployed? Would the City consider replacing analog devices with low cost IP phones instead? How many of the 5500 analog ports represent fax and/or modems? Does the City already have an IP Fax Server? How should the analog ports be terminated into the MDF/IDF backboards – via 66M150, BIX, 110 blocks, Krone, modular patch panels? Analog ports will be expensive to replace and is considered yesterday’s technology. We’d like to work with the City to help determine how to reduce this count if possible

For proposal purposes, Proposers are to provide a solution using the quantities provided in Section IV, Table 4-1. The City will work with the successful proposer during the project to determine if the analog port count can be reduced. The City currently uses RightFax as a centralized fax server, therefore, fax servers are out of scope. Analog ports are terminated on 110 blocks.

228 Just to confirm: Remote sites WILL NOT rely upon local survivability – typically based on local call control and/or local PSTN trunk circuit connectivity, but will instead leverage a robust WAN connection that may include LTE wireless as backup / and or some sort of intelligent WAN technology such as Cisco IWAN technology correct? Do the remote sites have actual layer 3 routers as their WAN edge connectivity OR do most/all remote sites have Layer 2/3 switches instead? Our proposed solution could leverage existing routers possibly.

Confirmed. Refer to Question 52. Per Section IV, Paragraph 4.1, The City requires a direct replacement of all the existing in-scope hardware, which includes existing branch office equipment. The ability to leverage new branch office equipment is dependent upon the outcome of the Network Upgrade award.

229 Avaya Communications Manager 5.2 373 CMS v12 licenses, with 110 CMS agents and 20 CMS supervisor licenses How many ACD/applications are on the Avaya Communications Manager?

Refer to Attachments 21 and 22 included as part of this Addendum.

230 Verint Call Recording Impact 360, Ultra 10 version 130 Workforce optimization 130 Quality monitoring and screen recording Application trigger to stop recording when credit card information is being communicated to comply with the Payment Card Industry (PCI) Data Security Standard (DSS) Reasons for replacing Verint Call Recording?

Per Section IV, Paragraph 4.2 The City of Phoenix desires to replace its existing telephony and contact center infrastructure with a turnkey, on premise Unified Communications (UC) and Contact Center solution.

231 160. The Water Services Department Customer Services Contact Center utilizes





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advanced contact center features (i.e., screen pop, quality monitoring, and IVR). The proposed solution must integrate with the existing Convergys IVR currently supporting the Water Services Department. Other department call centers only utilize basic queueing and reporting features. How many other department call centers are there? How many languages are the prompts recorded in (AVAYA)?

232 The system must support database integration to enable Screen Pop. How many database dips are in the current ACDs?

1.

233 Callers must be able to request a scheduled call back call to a specific number while in queue. Do you want this to be built into every ACD?

No, however the Proposer will validate this during the Data Gathering portion of the implementation per Section IV, Paragraph 4.2.8.4.

234 The City may wish to offer customers opt-in surveys. This feature must also include reports and export tools for the survey results. Should this quote price include the post call survey option?

Yes for 1 application.

235 The system must include the option for analog ports for recording all calls on designated lines such as radio channels, if required. What is the radio system’s brandname and model? How many radio channels? Should the quote price include recording the radio channels?

The City desires this capability in the future, but does not have a current requirement. Proposer’s solutions must provide this capability.

236 Will the City of Phoenix enable other Govt Agencies under SAVE contract to do procurements of product/services under the City of Phoenix contract if awarded via the RFP?

No.

237 4.1 Will there be any re-addressing of the current IP schema performed as part of the network upgrade or will the existing IP addressing schema for the network be reused as-is?

Re-addressing of IP addresses may be necessary and would be a component of the Network Design phase of the implementation per Section IV, Paragraph 4.1.11.1.

238 4.1 Will the proposer’s trouble ticketing for the upgraded Enterprise Business Network be integrated with the City’s existing Remedy force ITSM system?

Integration with the City’s existing Remedyforce system is only a requirement of the Managed Services portion of Section IV, Paragraph 4.2. This is NOT a requirement of Section IV, Paragraph 4.1, the Network Upgrade. For Managed Services of the Unified Communications and Contact Center, the Proposer’s trouble ticket system must interface with the City‘s IT Service Management System, Remedyforce, per Section IV, Paragraph 4.2.9.2.

239 4.1 Should the upgraded Enterprise Business Network be included, covered and costed under the proposer’s Managed Services

No. Managed Services is only a requirement of the Unified Communications and Contact Center, per Section IV, Paragraph 4.2.9.




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offering?

240 4.1 Does the City of Phoenix have a Quality of Service/Quality of Experience (QoS/QoE) strategy and policy and plan documented based on current network applications, traffic and capacity of the current Enterprise Business Network? Is this QoS/QoE policy and plan configured, operational on the current Enterprise Business Network? Is the QoS/QoE policy as configured performing as expected and to the satisfaction of the City of Phoenix ITS and the end user community?

No. The Proposer is expected to recommend a QoS strategy as part of the Network Design phase.

241 4.1 Please confirm that no other new Network Management Systems, tools, products, software applications and/or device licensing is required over and above simple integration of the new Enterprise Business Network into ITS existing SolarWinds Orion management platform?

Per Section IV, Paragraph 4.1.6, all equipment proposed must be able to be managed, monitored, configured, and integrate with the City’s existing Solarwinds Orion system.

242 4.2.3 Does City of Phoenix ITS personnel have unrestricted access to existing PBX, Key system and IP PBX configurations for the purposes of dumping and documenting existing configurations that are to be replicated by the proposer’s new UC solution? Or is access to these systems authorized and controlled exclusively by third-party voice maintenance and support organizations?

Yes, the City has unrestricted access.

243 4.2.3 Do the 33 LIM sites and 65 key system sites each require Qty 1 x analog FXO or FXS port for integration with overhead paging sub-systems such as Valcom or Bogen?


244 4.2.3 Please confirm that Synapps IP paging solution will remain in place and must be integrated with the proposer’s solution. Will proposer be required to supply any new IP speakers for the IP based paging solution?

The City will accept proposals to either replace or upgrade the existing Synapps application. No paging speakers are required as part of the RFP submittal. However, the City requires the capability described in Section IV, Paragraph.4.2.3.7 (2).

245 4.2.3 Will the Qty 5333 Analog stations (handsets) listed in Attachment 12 (site list) be replaced by IP Phones or will they remain as analog end stations (handsets) even after the sites are migrated to IP Telephony / UC solution?


246 4.2.3 Does the average mailbox size of 5.5Mb take into account the City’s VM retention policies – i.e. retaining deleted messages for a period of time (typically 10 days) before permanent deletion?

The City does not retain voicemail in the Office 365 email system. The City currently does not have a retention policy for the voicemail system, as voicemail are considered transitory records.

247 4.2.3 Can the city comment on the complexity of the 1,100 existing Automated Attendants (AA) that must be replicated / imported by proposer’s

The majority of the auto-attendants are simple to medium in complexity; typically, 2 levels deep with 2 to 5 recorded prompts.




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system. Typically how many levels deep might a menu be for a typical AA script and typical number of recorded prompts per AA script?

248 4.2.3 Approximately how many unique/different Voicemail profiles/templates should the proposer expect to define and develop within the voicemail system?

Two. Executive and Staff

249 4.2.3 Are there any requirements to encrypt VoIP signaling or voice payload traffic?

The City does not have a current requirement, however, Proposers’ solutions must offer encryption of VoIP signaling and payload traffic.

250 4.2.3 Any there any fees associated with proposer’s hardware being hosted and installed at the City of Phoenix Data Centers, i.e. monthly recurring costs based on sq. ft. of data center floor space required or rack space units (RU) required or power requirements?

No.

251 4.2.3 Is there any integration of the Call Detail Records (CDR) database sub-system of the proposer’s solution with City of Phoenix telephony billing or departmental bill back systems? Is this integration to be included in proposer’s scope?

Refer to Question 218. If the City desires integration, it will be accomplished by in-house staff.

252 4.2.3 Does proposer’s hardware in City of Phoenix Data Center need dedicated UPS or will this hardware rely on a centralized UPS / generator(s) at IO and ITOC Data Centers?


253 4.2.3 What is min/average/max ICMP (ping) round-trip latency between the City of Phoenix Data centers where proposer’s hardware may be installed ~ IO and ITOC Data Centers.

Sub 4 ms.

254 4.2.4 Does City of Phoenix ITS personnel have unrestricted access to existing Call Center and IVR systems configurations for the purposes of dumping and documenting existing configurations that are to be replicated by the proposer’s new Contact Center solution? Or is access to these systems authorized and controlled exclusively by third-party Call Center maintenance and support organizations?

Yes, the City has unrestricted access.

255 4.2.4 Can the City of Phoenix provide some estimate of the number of Contact Center workflows / scripts that must be replicated by the proposer’s new Contact Center solution?


256 4.2.4 Can the City of Phoenix provide some guidelines of the complexity of typical Contact Center workflows / scripts that must be replicated by the proposer’s new Contact Center solution? Comment on the complexity of typical call flows, skills based routing, database and business application

The Contact Center workflows are simple to medium in complexity. The only complex workflow is implemented in the Water Services Department Customer Services Contact Center.




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integrations, screen-pops as well as the other “pre-established parameters” as mentioned in the RFP.

257 4.2.4 Can the City of Phoenix provide some estimate of the number of IVR scripts that must be replicated by the proposer’s new Contact Center solution?

2.

258 4.2.4 Can the City of Phoenix provide some guidelines of the complexity of typical IVR scrips that must be replicated by the proposer’s new Contact Center solution? Comment on the complexity of Automatic Speech Recognition (ASR), Text-to-Speech (TTS) and customer database and business application integrations.


259 4.2.9 Will the City of Phoenix ITS department provide the first level help desk services to end users of the network, Unified Communications and Contact Centers?

Yes.

260 4.2.9 Will the City of Phoenix ITS help desk perform triage of first level calls to the help desk to determine that the issue is related to the Unified Communications / Contact Center infrastructure and services?

The City Help Desk will perform triage of first level calls while the Proposer is expected to be an escalation point and provide day 1 support as described in Section IV, Paragraph 4.2.8.6.

261 4.2.9 Can the City of Phoenix estimate the max number of MACD requests per month that could reasonably be expected after migration of all sites to proposers UC and Contact Center solution

The estimate for Unified Communications (non-contact center) is 90 to 100 per month. For Contact Center, the estimate is 60 to 75 per month.

262 4.2.9 To which IP Phone features (if any) should an end user have self-administration rights to access and modify via a web-portal or similar? (i.e. self-performed MACD features).

Refer to Section IV, Paragraph 4.2.3.11 (13).

263 4.1.4.4 Site Types: Please confirm that dual power supplies are required for Branch Routers in site types other than MBS/LTE and SBS. Site types under 4.1.4.4 indicate redundant power is required, but 4.1.7.7 additional requirements for Branch Routers does not.

Yes, this is correct. Per Section IV, Paragraph 4.1.4.4, MBS/LTE and SBS site types do not require dual power supplies.

264 4.1.4.4 Site Types: Please confirm that dual power supplies are required for FIXED port (stackable) switches in site types other than MBS/LTE and SBS. Site types under 4.1.4.4 indicate redundant power is required, but 4.1.7.4 additional requirements for access switches does not.


265 4.1.7.1 Common Requirements: On Fixed port access switching, is sampled Netflow acceptable?

No.

266 4.1.7.5 Additional Requirements for Access Switches: In locations where one or more CHASSIS switch(s) is placed, is a PDU required?

Yes.

267 4.1.7.5 Additional Requirements for Access Switches: The City does not have a requirement for how




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If an additional power supply in the stack can support Nx1 power redundancy for the entire stack, does each switch require (2) power supplies?

redundant power is provided as long as the solution meets the requirements of Section IV, Paragraph 4.1.7.

268 4.1.7.9 Ten Gigabit Options: For the 10Gb option for Access, if there is only one switch in a building uplinked to a device such as a router that does not support 10G, does this switch need 10G uplinks?

The option for 10G to the Access layer is only a requirement for MAN sites.

269 4.2.3.7 #2, Overhead Paging: Does the City require the vendor to provide an overhead paging IP Enabled POE Speaker/Device?


270 4.1.4 Enterprise Business Network: Are the Core switches, Border switches, MAN/WAN switches in scope for a refresh? If so, can we get port counts and types?

Per Section IV, Paragraph 4.1.4, replacement of the City’s Enterprise Business Network is in scope of this RFP. Refer to revised Attachment 7, which is included as part of this Addendum, for sites. The Proposer is responsible for determining the number and type of aggregation ports necessary for its proposed solution.

271 4.1.7.1 Common Requirements: What does encryption mean in common requirements section?

All network devices must provide to ability to authenticate and encrypt the data flow.

272 4.1.6 Last Paragraph: Looks like some VPN headend routers are required. What is current and expected VPN count and throughput requirements?

VPN host routers are only required for 4GLTE backup per Section IV, Paragraph 4.1.7.8. The VPN count is based upon the number of WAN sites listed in revised Attachment 7, which is included as part of this Addendum.

273 4.1.4.4 Site Types: Appears that there is some Multi-Mode fiber between buildings, not just inside of buildings. If so, please validate the length, type of mm fiber, type of optics being used, validate that mode conditioning cables are being used, etc. In the pre-bid meeting it we were to assume MM fiber within a building and SM fiber between buildings and to simply spec SR optics intra-building and LR Optics inter-building. Please confirm.

For proposal purposes, assume SM between buildings and MM fiber within buildings.

274 4.1.7.10 UPS: Is it clear what UPS form factor is required per closet? For example, will some closets require a tower and some a rack mount version?

For proposal purposes provide rack-mounted UPS’s that meet the requirements of Section IV, Paragraph 4.1.7.10.

275 In Attachment 7, Lines 398-400: For locations indicating “no network at this time”, do we need to provide connectivity into the cop ENS?

The City will provide network connectivity to those sites, which are the MBS/LTE site type.

276 4.1.7.10 If UPS form factor per closet already determined, will a per closet breakdown be provided?


277 4.1.7.10 UPS: If rackmount form factor is required, will type of rack (2 post/4 post) per closet be provided?

Refer to Question 274. For proposal purposes, assume all locations are 2-post.




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278 4.1.7.10 UPS: Will a detailed list of outlet types and quantities of outlets per closet be provided?

No. City electricians will perform electrical work in a closet if required to support the proposed UPS.

279 4.1.7.10 UPS: If total power load exceeds what is expected to be the standard 5-20 (120V 20AMP) closet outlet, is it preferred to use multiple 120V 20AMP UPS’s per closet or move to a single larger UPS that would require perhaps 120V 30AMP, 208V 20-30AMP or even hardwire input?


280 4.1.7.10 UPS: If new or different circuits are required in a closet, who is responsible for providing? For example, if we determine we need a L6-30 (208V 30AMP) will the City provide or will the new outlet be vendor provided?


281 4.1.7.10 UPS: If vendor will provide new outlets, will an electrical one line be provided per site to determine electrical cost?


282 4.1.7.2 “Additional Requirements for Core Switches” dual or N+1 power is requested. Will this require N+1 or dual A-B UPS’s or will both power supplies plug into the same UPS?

Core Switches will be located in the City’s Enterprise Data Centers which provide an A/B electrical distribution system from centralized UPS’s. For equipment destined for the Enterprise Data Centers, Proposers should not propose UPS equipment.

283 4.1.8.5 UPS Battery Maintenance: Can we clarify “Additionally, the Proposer must perform annual UPS inspections to include verification of batteries.” Does this mean someone is required to be onsite to perform the inspection or could we perform the UPS/Battery inspection through a management software?

The City requires on site battery inspections.

284 4.2.2.1 Verint Call Recording: Are the 130 users concurrent or named?

Refer to Section IV, Table 4-3 for the City’s named, not concurrent, license quantities.

285 4.2.2.1 Verint Call Recording: Are agents taking credit card payments over the phone? Is there a specific screen that they are accessing when taking these payments? Is there a single screen accessed for all payments or are their multiple? If multiple, how many screens?

Yes. Yes. Single.

286 4.2.4.12 Contact Center Licensing Requirements: Are these user counts concurrent or total? Do the call recording user counts include the current Verint users listed in section 4.2.2.1 of the RFP? Do the agent counts include the current agent counts detailed in section 4.2.2.1 of the RFP?

Refer to Section IV, Table 4-3.

287 4.2.4.12 Contact Center Licensing Requirements: Should multi-media licenses be included with the RFP response or should the system just have the capability to support multi-media agents.

Refer to Section IV, Table 4-3.

288 4.2.4.12 Contact Center Licensing Requirements: Voice plus two of the following: Email, Web Chat,




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Please list the 3 types of multi-media interaction required.

Text.

289 4.2.4.9 AVST UCConnect: Will the provider need to migrate existing AVST IVR applications to the new IVR platform? If so, can you provide documentation which details the call flow and back end integrations that are included in the current IVR applications?

The Proposer is required to migrate existing AVST IVR applications to the new IVR. Refer to Attachment 21, Contact Center & IVR Details. Proposers are free to call the phone numbers identified in this spreadsheet to get a sense of the call flow(s).

290 4.2.4.9 The Proposer’s solution must provide the following general IVR requirements. You state that the IVR must have the capability to incorporate speech recognition and text to speech. Will ASR and TTS be required as part of any call flows or IVR applications or do you just want the capability?

The City requires the capability.

291 4.2.4.9 The Proposer’s solution must provide the following general IVR requirements. What is the busy hour call volume for the AVST IVR applications? Do all of the applications require speech recognition and text to speech capability? If not, what percentage will require this capability?

The City does not have actual busy hour quantities. Proposers should use the information in Section IV, Paragraph 4.2.4.9 and refer to Question 290.

292 4.2.4 CONTACT CENTER TECHNICAL REQUIREMENTS: Can you provide a breakdown of the individual agents by group and provide the busy hour call attempts by group along with the average handle times for each of these groups?

The only information the City has is contained in Attachment 22 – Contact Center Agent Details included as part of this Addendum.

293 4.2.4.10 Call Recording / Quality Monitoring Requirements: Can you provide the average talk time for recorded agents? Can you provide the retention requirements for voice recordings and screen recordings?

Refer to Attachment 22 – Contact Center & IVR Details included as part of this Addendum.

294 4.2.4.8 Reports: Can you provide the data retention requirements for historical data?

Refer to Section IV, Paragraph 4.2.4.8.

295 In Attachment 13, Instructions for Proposals, paragraph 3: “All responses to questions must be entered directly on the RFP Response Form – do not use URLs or hyperlinks to web sites or references to attachments.” As long as each requirement is answered completely, directly on the Response Form, may a hyperlink/s be included that provides further/reference information for the City? How should questions that request Project Management or Visio files be answered if attachments cannot be utilized?

The City requires that all responses to questions must be entered directly on the RFP Response Form. Proposers cannot use URLs or hyperlinks to web sites or references to attachments. Visio diagrams and Project schedules should be copied and pasted into the appropriate response form.

296 Attachment 13, Instructions for Proposals, paragraph 5: Page Limits: Do the Project Management Plans required in response to paragraph 4.1.10 and 4.2.7 count against the page limits of the respective sections?

Yes. Refer to Question 295.




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297 4.1.8 Can you clarify when the hardware and software will be accepted by the City? Is it at invoice, receipt, installation, or at another time?

For the Network Upgrade, refer to Section IV, Paragraphs 4.1.11.2, 4.1.11.6, and 4.1.11.9. For the Unified Communications and Contact Center, refer to Section IV, Paragraphs 4.2.8.3, 4.2.8.7, and 4.2.8.9.

298 4.1.8 Can you clarify the 5 year requirement? Are you asking for an option of 5 years of maintenance in the pricing? This would be an addition to the 1yr requirement stated on section 2.6.8. Do you need the discount pricing for maintenance to remain the same over the course of the project? Or, are you just making sure that it’s possible to purchase up to 5 years of maintenance coverage on all the products at time of purchase?

Proposers are required to propose and price a total of 5 years of maintenance that conforms to the requirements of Section IV, Paragraphs 4.1.8 and 4.2.5. Proposers should note the requirement that all maintenance contracts must co-terminate on the same date regardless of the acceptance date of the covered equipment. The City is willing to pre-pay the 5-years of maintenance upon acceptance of the covered hardware and software if Proposers provide a financial incentive.

299 4.2.3.10 Day/night modes: Can this function be handled by a schedule enabled Auto Attendant? Or, does it need to be a single button on the phone?

Both, depending upon individual department needs and in no case can this be a system-wide day/night mode.

300 4.2.3.15 Music on Hold: Is it correct to assume all music is expected to be uploaded to the server and not stream from an external source.

Either, but the City would prefer an external source.

301 Voicemail With the TDM integrations into the legacy switches with AVST, what form factor dialogic boards are in use today (PCIE, PCI, UPCI)?

PCIE.

302 Voicemail What version of server OS is the AVST system running on today?

Windows Server 2003, which the City no longer supports.

303 4.2.3.16 1. The City requires a solution that integrates with Office 365 Exchange 2016 Online for unified messaging. Does every mailbox (10,000) require a UM license, if not how many?

Yes.

304 4.2.3.16 8. Allow callers to connect to their intended party via “locate”, similar to the feature provided with the AVST Personal Assistant. Does every mailbox (10,000) require the Locate functionality, if not how may?

If there is no extra cost, yes. If there is an extra cost, Proposers shall indicate the cost of this requirement in their responses for all 10,000.

305 4.2.4 3. If the system or a component does not utilize its own backup/restore system, the system must be compatible with the City’s Standard backup application, Commvault. Does the City prefer the ability to integrate to the Standard Commvault back Up Application?

The City prefers that the proposed system or a component utilize its own internal backup/restore system. If not, the system must be compatible with Commvault.

306 4.2.4.9 The City currently supports two IVR platforms; the Proposer must integrate the Convergys IVR to its proposed solution and provide a new IVR solution to replace the AVST UCConnect IVR.

The Proposer’s must solution integrate with the existing Convergys IVR, currently in use in the Water Services Department.




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2. AVST UCConnect is the IVR used by the Planning and Development Department (PDD) for permitting and inspection requests. Would the City entertain keeping and Expanding the UCConnect IVR to incorporate both IVR solutions?

307 3.17 Payment Schedule & Terms - Given the length of time select sites will take for installation and acceptance, will the City allow for payments options based on delivery and acceptance of the hardware and software being provided

The City’s specified acceptance process is described in Section IV, Paragraphs 4.1.11.2, 4.1.11.6, 4.1.11.9, 4.2.8.3, 4.2.8.7, and 4.2.8.9. The City’s anticipated Payment Schedule is defined in Section III, Paragraph 3.17. Additionally, per Section IV, Paragraphs 4.1.11.4 and 4.2.8.5, The Proposer assumes all responsibility for delivery, installation, and testing of all manufacturer-supplied hardware and software until formally accepted by the City.

308 3.28.3 Product must be GA for at least one year – Is it acceptable if the product has reached GA for 1 year upon implementation date?

Per Section III, Paragraph 3.28.3 and Section IV, Paragraphs 4.1.6 and 4.2.3.4, proposed products must be GA as of August 5, 2016. The City will not consider future products and features to meet the requirements of this RFP.

309 Operating temperatures of up to 110 degrees Fahrenheit– For chassis switches, will the city accept a 6 degree difference in chassis based switches to 104 degrees?

Yes

310 Encryption – What are the specific encryption requirements?


311 4.1.7.6 Ruggedized Switches - Will the City accept a slight lower degree difference in the ruggedized switches as long as the switch is rated as ruggedized?

Yes

312 4.1.7.11 PoLRE - Will the city accept the use of Mid-Span PoLRE units to deliver the power over Ethernet to phones and other devices?

Mid-span POE is not acceptable.

313 4.2.5.11 4.1.8.7

Third Party Products: • Please define in more detail what you consider as the third party products? • If a manufacture business partner is providing the product, does the City consider this as 3rd party? • Do you require Direct OEM maintenance for onsite and parts replacement or is it acceptable for a manufactures business partner to provide the onsite and hardware replacement maintenance?

A third party product is a product or service that is supplied by the Original Equipment Manufacturer (OEM) through another manufacturer, business partner, or reseller. If onsite parts replacement is included in the OEM warranty, maintenance, or support offering, yes. The City’s intent is that all OEM warranties and hardware and software maintenance is passed through to the City.

314 2.6.8 Warranty on Deliverables – Does the 1 year of warranty on deliverables of hardware product begin upon final system acceptance on a per

On a per site basis in accordance with Section IV, Paragraphs 4.1.11.6 and 4.2.8.7.




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site basis? Or complete system including all sites?

315 E911 How many simultaneous 911 calls need to be supported from each zone?

2 calls per zone.

316 E911 Will PSTN access facilities be centralized or decentralized?

Centralized.

317 E911 In the new netwrok how many instances of 911 call notification will be required?

2.

318 E911 Do you plan on allowing employees to unplug their VoIP phone and physically move it from one location to another?

This activity would be accomplished by City technical support personnel.

319 E911 Are your employees possibly going to log in and out of phones at more than one location?

Yes. This feature is a requirement of Section IV, Paragraph 4.2.3.10.

320 E911 Is the city interested in sending out the employee’s telephone number or using an ERL/ELIN configuration?

The proposed solution must support both configurations.

321 E911 How granular do you want the 911 location information a. To the building? b. To the data network? c. Another option?


322 4.2.3.11 Phone type 1 - would the City of Phoenix be willing to accept a single line phone to use as Type1 device with the understanding that SIP provides a dual line inbound function through the use of call waiting which is a standard SIP feature?

No. Per Section IV, Paragraph 4.2.3.11 (7), sets must be designed so that the users have the option to answer multiple calls to their personal extension number(s). Call waiting is unacceptable.

323 4.2.3.11 Phone type 3 - would an acceptable device for type 3 be one that does not have soft key (paperless) buttons?

Yes.

324 1.1.2 Award of Contract “response to a solicitation is an offer to contract with the City based upon the terms, conditions, and specifications contained in the City’s solicitation.” Will any tweaks to the language of terms disqualify a bidder or does the City reserve the right to review those tweaks and negotiate?

Refer to Addendum 1, Item 1.

325 2.2.4 NON-WAIVER OF LIABILITY: The City of Phoenix as a public entity supported by tax monies, in execution of its public trust, cannot agree to waive any lawful or legitimate right to recover monies lawfully due it. Therefore, any Contractor agrees that it will not insist upon or demand any statement whereby the City agrees to limit in advance or waive any right the City might have to recover actual lawful damages in any court of law under applicable Arizona law. Should vendors interpret this to mean that the City will not agree to customary commercial limitations of liability on direct or exclusions on





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special, punitive and consequential damages?

326 2.3.8 OWNERSHIP OF INTELLECTUAL PROPERTY: “The City shall be considered the creator of any and all Intellectual Property, which is considered work for hire, including but not limited to copyright, invention, trademark, trade name, service mark, and/or trade secrets created or conceived pursuant to or as a result of this contract and any related subcontract (“Intellectual Property”). The agency, department, division, board or commission of the City requesting the issuance of this contract shall own (for and on behalf of the City) the entire right, title and interest to the Intellectual Property throughout the world. Contractor shall notify the City, within thirty (30) days, of the creation of any Intellectual Property by it or its subcontractor(s). Contractor, on behalf of itself and any subcontractor(s), agrees to execute any and all document(s) necessary to assure ownership of the Intellectual Property vests in the City and shall take no affirmative actions that might have the effect of vesting all or part of the Intellectual Property in any entity other than the City.” Since NEC is providing generally available commercial items, some of which include 3rd party vendor items and limitations on IP rights and not make work deliverables etc. as such we need to utilize standard IP language relating to ownership of IP. Will that disqualify us


327 2.4.7 MAXIMUM PRICES: “The City shall not be invoiced at prices higher than those stated in any contract resulting from this proposal. Proposer certifies, by signing this proposal that the prices offered are no higher than the lowest price the Proposer charges other buyers for similar quantities under similar conditions.” As most of these items are commercial items, NEC has no way of tracking prices paid by other customers in other situations except through application of MSRP for the goods. In addition the language is ambiguous as it states that the prices invoiced shall not be any higher “than those stated in any contract resulting from this proposal.” NEC will confirm that they will not invoice at prices higher than those stated in its proposal (subject to any





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change orders), however, MSRP would be the benchmark for similarly situated customers…will that be acceptable?

328 2.6 INTELLECTUAL PROPERTY AND SPECIAL TERMS AND CONDITIONS 2.6.1 DEFINITIONS: 1. “Deliverables” means all software, equipment, systems, work to be delivered, or other work products provided within the scope of this Agreement. 2. “Intellectual Property Rights” or “IPR” mean all intellectual property rights, including with limitation, any rights in any invention, patent, discovery, improvement, know-how, utility model, trade-mark, copyright, industrial design or mask work, integrated circuit topography, trade secret and all rights of whatsoever nature in computer software and data, Confidential Information, and all intangible rights or privileges of a nature similar to any of the foregoing, including in every case in any part of the world and whether or not registered, and shall include all rights in any applications and granted registrations for any of the foregoing. 3. “Joint IPR” means the Intellectual Property Rights conceived, created, developed, or reduced to practice in a Project pursuant to this Agreement. 4. “Licensed Patents” shall mean all patents throughout the world (including patents of importation, improvement patents, patents and certificates of addition and utility models, as well as divisions, reissues, continuations, renewals, and extensions of the foregoing) applications therefore, and patents which may issue upon such applications, as to which patents or applications Contractor has at any time during the Term of this Agreement the right to grant licenses of…” Joint IPR is created only from the work of 2 parties acting together, and not from the mere existence of project in which products & services are requested. Since NEC is providing generally available commercial items, some of which include 3rd party vendor items and limitations on IP rights, and for which no worldwide rights have been granted or owned by NEC etc. as such we need to utilize standard IP language relating to ownership of IP. Will that disqualify us?


329 2.6.4 INTELLECTUAL PROPERTY OWNERSHIP: Question will be answered in Addendum 3.




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“City shall own all right, title, and interest in any Intellectual Property conceived, developed, created, or reduced to practice pursuant to this Agreement and delineated in the Scope of Work and Proposal. All other IP shall be licensed to the City for its use. Contractor shall execute such documents, render such assistance, and take such other action as City may reasonably request, at City’s reasonable expense, to apply for, register, perfect, confirm, and protect City’s Intellectual Property ownership interests, if applicable and agreed upon in the Scope of Work. City shall have the exclusive right to apply for or register any patents, mask work right, copyrights, and such other proprietary protections with respect thereto. All Joint IPR will be the exclusive property of the City; and Contractor hereby assigns all right, title, and interest in the same to the Company”. Joint IPR is created only from the work of 2 parties acting together, and not from the mere existence of project in which products & services are requested. Since NEC is not intending any joint development work and is providing generally available commercial items, some of which include 3rd party vendor items and limitations on IP rights, etc. .. as such we need to utilize standard IP language relating to ownership of IP. Will that disqualify us?

330 2.6.15 Loss of Materials Will the City provide secure areas to store and stage material? If the contractor needs to provide storage containers, will the City provide areas of placement within close proximity of sites?

The City does not have sufficient space and will not provide a facility for use by the Proposer. Refer to RFP Section 4.1, Paragraphs 4.1.11.4 and 4.2.8.5.

331 3.5 Submittal Format, B “Provide two physical copies, one original and one copy for Procurement, Submitted in 8-1/2 X 11 inch loose leaf three-ring binders”. Is the City requiring two physical copies of Attachment 13 Proposal Response Form, or for the documents listed in 3.5.C for those listed in 3.5.D or a combination?


332 3.5 Submittal Format, C.i “Folder 1: Section VI Submittal Forms” Please list exactly what forms are required to be included in this electronic folder.


333 3.5 Submittal Format, D USB Drive Folders Refer to Question 2.




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USB Drive folders are required for stand-alone network upgrade pricing and for stand-alone UC and CC, but not for combined award pricing. Is it intentional that combined pricing not be included on the 5 pricing USB drives?

334 3.15 G Limitation of Liability “ In no event will either party, its directors, officers, employees, agents, respective licensors, or suppliers have any liability for any Incidental, special, statutory, indirect or consequential damages, loss of profits or revenue, Loss or corruption of data, or toll fraud. The total aggregate liability of either party for all Claims arising out of or in connection with the agreement will not exceed Four (4) times the contract amount. The limitations of liability in this section will apply to any damages, however caused, and on any theory of liability, whether for breach of contract, tort (including, but not limited to negligence), or otherwise, and regardless of whether the limited remedies available to the parties fail of their essential purpose. Notwithstanding the foregoing, the limitations of liabilities in this section will not apply in cases of general indemnification, intellectual property indemnification, willful misconduct, personal injury including death, or damage to tangible property.” Does this provision take precedence over any conflicting provisions in the document?


335 3.16 Contract Worker Access Controls If there a fee for the background check for each person working on the site(s)?

The Proposer must provide all background checks.

336 4.2.2.1 Please confirm the models and versions of Aastras are in place today (City and Sky Harbor).

Refer to RFP Section IV, Paragraph 4.2.2.1.

337 4.2.3.2 Redundancy for remote sites via 4GLTE backup. Is this required at each remote location? NEC can support an internal blade on our gateway for survivability. If certain sites do not have 4GLTE, please specify and we can add this capability if desired. Please confirm that there are client provided data racks for vendor provided servers and gateways.

4GLTE backup is required for all WAN sites that are not already served by multiple WAN links. 4GLTE only sites are identified on revised Attachment 7 included as part of this Addendum. The City will provide all racking.

338 4.2.3.9 E-911 Please confirm the quantity of data switches there will be in the network design. Please confirm the number of simultaneous

1. The quantity of data switches is specified in revised Attachment 7 included in this Addendum. 2. Refer to Question 315 3. Refer to Question 316




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911 calls need to be supported from each zone. Please confirm if the PSTN facilities will be centralized or decentralized? In the new design, how many instances of 911 call notification will be required? Does the City plan to have employees unplug their phones and move from one location to another? Is the City interested in sending the employee’s telephone number or using an ERL/ELIN configuration? How granular does the City want the 911 location information? a. To the building b. To the data network c. Another option?

4. Refer to Question 317 5. Refer to Question 318 6. Refer to Question 320 7. Refer to Question 321

339 4.2.3.11 Vendor provided patch cords for hard phones required? Please confirm

Every IP phone proposed must include a patch cable.

340 4.2.3.16 #8-How many personal licenses are required? Please specify the OS Version on the AVST. With the TDM integrations to the AVST, what model Dialogic boards are in use today-PCIE, PCI, UPCI? Unified Messaging-please confirm the number of Non-Exchange UM users that will require professional services support?

1. Refer to Question 304 2. Refer to Question 302 3. Refer to Question 301 4. None.

341 4.2.4.1 Please specify peak concurrent agents & supervisors for each site. Please specify how many offices/locations have agents in them. As it appears that the intention of the City to repurpose the existing IVR system for WSD, please specify the integration between the IVR and Avaya system. (Analog, SIP, etc). Is the existing IVR for WSD supported today? Age? Since the City is moving to a single distributed architecture, would the City consider collapsing the 2 IVR systems to 1 for ease of support and reduced costs? Will the contact center be located in the same building as the new PBX?

1. See Attachment 22 – Contact Center Agent Details included as part of this Addendum. 2. See Attachment 22 – Contact Center Agent Details included as part of this Addendum. 3. SIP 4. Yes 5. It was upgraded January 2014 6. Refer to Question 27 and Question 64 7. Per Section IV, Paragraphs 4.2.3.2 and 4.2.4.1, equipment will be located at the IO Data Center located at 615 North 48th Street in Phoenix with redundant core components located at the City’s ITOC Data Center.

342 4.2.4.1.4 Please confirm what data base will screen pops pull from?

Oracle 11g R2

343 4.2.4.2 Please confirm Active Directory requirements. Refer to Section IV, Paragraphs 4.2.3.2, 4.2.3.3, 4.2.3.8 (3), and 4.2.4.2, and Question 100.

344 4.2.4.5 In Multi Media its stated that the City does not intend to route multi media communications. However some departments currently do so. Please clarify the immediate need to include

The City does not intend to route multi-media communications during implementation. Refer to Section IV, Paragraph 4.2.4.5 for requirements and Section IV, Table 4-3 for required license




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multi media vs. the capability to do so. Since multi media is licensed and required labor to implement, there will be a cost effect.

quantities.

345 4.2.4.6.5 Please confirm process desired for auto-login from a wallboard application.

City personnel should not have to manually log in, the wallboard application should auto-login using a service account.

346 4.2.4.8.4 For City archived reports to be available for 24 months or longer, will this be on the vendor provided platform or does the City plan on using a platform for long term storage purposes? If the latter, please provide details of that platform for interface purposes

On the Proposer’s (vendor provided) platform.

347 4.2.4.9 How many unique phone numbers/DNIS can be called into the IVR and Contact Center? Is speech recognition enabled today on the IVRs? Please confirm that speech recognition is required in this RFP. If yes, does the WSD IVR support speech recognition if it is the intention to repurpose this IVR?

1. See Attachment 22 – Contact Center Agent Details and Attachment 21 Contact Center & IVR Details included as part of this Addendum. 2. Yes 3. Yes 4. Refer to Question 27.

348 4.2.4.9.5 Library editing allowing bulk and interactive loads. Please confirm if the City is asking for agent initiated and automated outbound editing or if not please describe the function desired

The City requires agent initiated and automated outbound editing.

349 4.2.4.9.12 Loading call information in individual and batch manners. Please confirm. Is the City asking to have the capability to read a database directly or using batch campaigns? If not, please confirm the process desired.

Batch.

350 4.2.9.13 Please clarify the desired process for collecting ANI for routing rules.

The City does not have a “desired” process.

351 4.2.9.14 Please confirm the statement: “The system must be capable of supporting “queued call back” functionality if not native to the Call Center application. Please clarify what is being asked here.

The Proposers system must allow callers an option to enter in their phone number and receive a call back when an agent is available rather than waiting in queue. If the Call Center application does not provide this functionality, Section IV, Paragraph 4.2.4.9 (14) requires the IVR to provide this functionality.

352 4.2.4.10.1 Please specify the number of users that will log into the Quality Management/Call recording system. Is Workforce Management a requirement of the RFP? How many agents to be monitored plus supervisor access? Does WF Management support both contact centers today?

1. Refer to Attachment 21 Contact Center & IVR Details included as part of this Addendum 2. No 3. Refer to Attachment 21 Contact Center & IVR Details included as part of this Addendum 4. Workforce Management is not in use.

353 4.2.4.10.2 Please confirm the number of agents to be 1. Refer to Attachment 21 Contact Center & IVR




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recorded. Will the City require on demand recording with stop & start recording control? Will the City require PCI compliance? Will the City require screen recording? Will the City require quality control and or best practice E coaching for new agents? What are the number of simultaneous calls that need to be recorded? Are internal calls required to be recorded?

Details included as part of this Addendum 2. Yes 3. Yes 4. Yes 5. No, this is not an RFP requirement 6. Refer to Attachment 21 Contact Center & IVR Details included as part of this Addendum 7. Yes.

354 4.2.4.12 Please specify Named/configured agents for each contact center vs. a total. Licensing Requirements. Please confirm the type and totals for each type of license required. IE: Chat, email, etc.

See Attachment 22 – Contact Center Agent Details. Refer to Question 288. Refer to Section IV, Table 4-3.

355 4.2.5 Please confirm the warranty and software assurance requirement –i.e. 5 years maintenance and software updates are to be included with the pricing.


356 4.2.8.4 Please specify the number of skill sets configured across all ACD systems today


357 6.1 Required Documents “Provide a printed original and a copy for Procurement, submitted in 8 1/2X11 inch loose leaf three-ring binders, one (1) binder for Network Upgrade proposals and one (1) binder for Unified Communications and Contact Center proposals”. This section appears to imply that four (4) binders are required (original and copy for Network Upgrade, plus an original and copy for UC and CC). Are these four binders for pricing documents only to be separated from the two (2) (original and copy) binders required in section 3.5?

Refer to question 2

358 Attachment 8 In the COP station count document please confirm that this is a complete and comprehensive count for all sites, including Cisco phones and locations.

Confirmed.

359 4.1.4 Are the core switches primarily for fast layer 2 throughput or are they used for Centralized routing points? If not used for routing, which devices are used for centralized routing?

Per Section IV, Paragraph 4.1.7.2, core switches must be capable of Layer 3 switching.

360 4.1.7.13 The Enterprise Firewall Throughput, Concurrent Connections and Connections per second seem dis-proportionate. Based on the other specifications, would 40 Gbps be sufficient?

Per Section IV, Paragraph 4.1.7.13 the Firewall Throughput minimum is 80 Gbps.

361 Page 36 of RFP instructions indicates that Folder 2 should contain 4.1 Network Upgrade response form and Folder 3 should contain 4.2 Unified Communications and Contact Center

Proposers will complete a response form for each section, 4.1 Network Upgrade, and 4.2 Unified Communications and Contact Center




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response form. These forms were provided in a single document to be completed. Do proposers complete the same form twice, once for each section, with only the applicable section (i.e. 4.1 or 4.2) completed?

For submittal, refer to Question 2

362 Page 36 of RFP instructions indicates to submit Network Upgrade pricing in Folder 4 and Unified Communications and Contact Center pricing in Folder 5. Which folder should contain the completed Attachment 14 Pricing Submittal and Attachment 17 Combined Award Pricing Detail?

Refer to Question 2

363 Are these agents listed concurrent or named? Refer to Section IV, Table 4-3.

364 What is the CRM package for the Water Services Screenpop?

Oracle CC&B

365 Convergys IVR – is the call flow available to view?


366 Are the calls routed to the IVR after the agents call and is there any information passed to the IVR?

Calls are routed to the IVR before reaching an agent. An agent can transfer a caller to the IVR, but no data is transmitted with the call.

367 Is the information from the IVR passed to the agents and if so how is it done today?

Yes, via screen pop. Data is sent in the SIP header.

368 Did you want to keep the Verint WFM and recording application solution?


369 Is your network today PCI compliant or only storage devices with PCI data compliant?

The City network is PCI compliant.

370 For the Planning and Development Department what are the applications that will be running on this IVR?

Refer to Attachment 21, Contact Center & IVR Details included in this Addendum.

371 On the SMS texting, is the texting going to the customer or coming from the customer?

Both.

372 Are we able to get all the call flow, skill group configuration, agent teams, dialed numbers and DNIS’ involved?

See Attachment 22 – Contact Center Agent Details and Attachment 21 Contact Center & IVR Details included as part of this Addendum. The City does not use DNIS.

373 4.1.11.3 4.1.11.8

Are site assessments expected to be completed as part of the project?

Yes, per Section IV, Paragraph 4.1.11.3, Proposers are required to complete site assessments.

374 4.1.11.3 4.1.11.8

Does the city expect the Site Assessments and Deliverables to be performed and provided prior to start of the project?

Site Assessments are one stage of the implementation. The Proposer will create a site assessment form for approval by the City. This form will be delivered to the City for each site assessed, so that site remediation may be performed. As required in Section IV, Paragraph 4.1.11.8, all site assessment forms must be delivered to the City.




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375 Does the City expect resellers to perform a 4G wireless assessment or a third-party? Many resellers do not have this capability.

Per Section IV, Paragraph 4.1.11.3, Proposers must include an assessment of the 4GLTE signal strength and quality for each location. If a reseller does not have this capability, the City suggests partnering with one that does.

376 Will the City accept a third combined award bid option for the entire RFP to achieve greater discounts? Would we call this out on the pricing as a separate workbook?

This is outlined in Section V, Paragraph 5.3

377 Will the city consider a seat pricing for a managed voice solution with little to no CAPX investment?

No.

378 Are attachments inclusive of the page counts in the response? For example, can we highlight implementation plan within the 120 page response and attach a more detailed plan as an attachment for a full reference?

Proposer responses on the response form are inclusive of the page limits. Page limits DO NOT include the submittal forms and pricing worksheets. Refer to question 2 for additional information on Section III, Paragraph 3.5, Submittal.

379 With the TDM integrations into the legacy switches with AVST, what form factor dialogic boards are in use today (PCIE, PCI, UPCI)?


380 What version of server OS is the AVST system running on today?


381 Does the city manage their own Lync or Skype for business or is it hosted?

The City manages its Skype for Business application through the Office 365 tenant, which is hosted in the Microsoft Government Cloud.

382 4.1.7.1 Encryption for management or MACSEC? Refer to Section IV, Paragraphs 4.1.6, 4.1.7.1, 4.1.7.7, 4.1.7.8, 4.2.3.3, 4.2.4.2, and 4.2.9.1. Also refer to Question 271.

383 4.1.6 Where is psedowire used now? Refer to Question 81.

384 Based on each location how many are multi tenant?

Many of the City’s sites support multiple departments.

385 In multi tenant, is VLAN separation enough? No. Refer to Section IV, Paragraph 4.1.6.

386 Do VLANs need to be extended across L3 boundaries?

No. Refer to Section IV, Paragraph 4.1.6.

387 Do VPNs need to be encrypted? Yes.

388 Number of ports and features required for Ruggedized Switches?

Proposers should quote ten 8-port ruggedized switches. The features required are detailed in Section IV, Paragraphs 4.1.7.1, 4.1.7.4 and 4.1.7.6.

389 Regarding Attachment 7 Where are we to assume the MDF is located if it does not have a designation?

Assume that each facility has 1 MDF.

390 4.1.7 Regarding Section 4.1.7 Is 110 degree a must? Is one year a must?

Refer to Question 309. All proposed products must have been introduced and have been Generally Available (GA) for at least one year as of August 5, 2016.

391 4.1.11.3 Regarding Section 4.1.11.3 Is the meaning the awarded proposer?

The “awarded proposer” is the same as the “successful proposer” (i.e., the Proposer to whom




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the City will award a contract).

392 4.2.2.1 “Background > Aastra/Ericsson PBX & Aviation PBX”… Approximately how many DID telephone numbers are owned by the City; from the 22 PRIs coming in to the Core PBX and the 4 PRIs coming in to the Aviation PBX?

Refer to Attachment 23 included in this Addendum.

393 4.2.2.1 “Background > Overhead Paging”… Is the existing SynApps solution for IP paging integration solely providing an IP-to-analog conversion for IP paging units; or does the solution provide other custom paging functions as well?

Currently, the Synapps solution only performs IP-to-analog conversion for overhead paging.

394 4.2.2.1 “Background > Call Accounting”… Will the new UC solution need to export Call Detail Records into the existing System Application Products (SAP)/Plant Maintenance module? If so, what is the City’s preferred format of exported data?

Refer to Question 218. CSV.

395 4.2.2.1 “Background > Audio and Web Conferencing Services”… Does the City intend to keep their existing AT&T Connect services, or is the desire to replace with a new solution?

Refer to Questions 55 and 220.

396 4.2.3.16 The City requires a solution that integrates with Office 365 Exchange 2016 Online for unified messaging; Does every mailbox (10,000) require a UM license? Allow callers to connect to their intended party via “locate”, similar to the feature provided with the AVST Personal Assistant; Does every mailbox (10,000) require the Locate functionality?

Refer to Questions 303 and 304.

397 4.2.3.2 Seeking clarification on what is perceived as conflicting statements… “The core telephony system must be based on a single telecommunications database running on dispersed, survivable hardware implemented across all sites” and “…instead of creating local survivable gateways with expensive local telephone company lines, the City will use a cellular wireless network link to maintain telephony connectivity to the core servers in the event of a WAN circuit failure”. Does the City wish to see equipment at every site, or just where needed?

For the City’s existing Cisco VoIP solution, it chose to not use SRST. Instead the City uses routers with 4GLTE capability to provide backup connectivity in the event of failure of the primary circuit.

398 4.2.3.2 To ensure a smooth transitions with minimal user training, can the City provide an example of how an employee at PHX dials an employee at CoP, and vice-versa? Does the existing solution make use of extension “prefixes” that utilize “routing tables”?

Refer to Question 185. The existing solution makes use of extension prefixes that utilize routing tables.




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399 4.2.3.2 How does the City plan to provide dial tone to all the “nodes/sites” that are inclusive of the Aviation PBX solution today (with its existing 4 PRIs)? Will these sites continue to utilize the 4 existing PRIs, or will they operate off of the future 300 SIP sessions/trunks that will be centrally deployed?

They will utilize the central system designed by the successful Proposer.

400 4.2.3.5 How many PRI tie-lines does the City wish to see between the existing Aastra/Ericsson solution and the new UC solution? 4 PRI tie-lines (92 trunks)? Perhaps more


401 4.2.3.6 Will the new system need to continue to support the Cisco and Avaya PBX through the length of the migration to the new PBX infrastructure?

Yes

402 4.2.3.9 To support “callback calls from the PSAP”, does each extension within the City have its own unique DID associated to it?

Yes

403 4.2.3.10 Can the City provide their interpretation/definition of “Call announcement through set speaker”?

An example is a secretary notifying a City executive of an incoming call and asking if they wish to take it or not.

404 4.2.3.11 Will the City accept for “Type-1” phones, a monochrome display (as opposed to a color display) to support a handset capable of supporting a minimum of two extension lines and an internal 10/100/1000 2-port switch?


405 4.2.3.11 Does the City currently have existing SIP-based wired (“Type-4”) and wireless (“Type-5”) conference phones that they wish to repurpose? If so, can the City provide the model of said phones?

No

406 4.2.3.11 Are the required quantity of 1,725 Soft Client/Softphone-only users included within the 12,000 Suite licenses count that is mentioned; or is it 12,000 Suite licenses + 1,725 Softphone licenses?

Yes. The 1,725 Soft Client/Softphone-only users are included in the 12,000 license count.

407 4.2.3.11 In regards to providing licenses to support 5,500 analog extensions… Has the City explored options that are available to displace some analog telephones with IP telephones, based on the technology that is available to extend data networks supporting IP telephony over existing Cat3 cabling infrastructure?


408 4.2.3.12 Does the City wish to have Skype for Business integration for just the 1,725 Softphone users, or does the integration need to support a greater amount of users (users that are not Softphone-only users)? If it is a greater amount, can the City provide a quantity of how many users in total are required to have Skype for Business integration?

12,000.




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409 4.2.3.13 Can the City provide a total quantity of users who desire to have Mobility features?

This feature should be included as part of the 12,000 Suite licenses.

410 4.2.3.16 Can the City provide an example of the requested feature to “translate from text to voice”?

This feature shall allow a user to retrieve email from the UM system (email is read to user).

411 4.2.3.17 Does the City view accepting caller input via voice as an absolute requirement or an added benefit?

It is a requirement. Refer to Question 120.

412 4.2.4 If the system or a component does not utilize its own backup/restore system, the system must be compatible with the City’s Standard backup application, Commvault; Does the City prefer the ability to integrate to the Standard Commvault back Up Application?


413 4.2.4.1 For the Water Services Department, does the existing Convergys IVR solution provide screen pop and quality monitoring; or does the existing Avaya Contact Center Express solution provide this capability?

The Convergys IVR collects data for the screen pop. The Verint system does quality monitoring.

414 4.2.4.1 Can the City provide additional information on the database (what type) that requires integration and screen-pop capabilities?

Refer to Attachment 21 – Contact Center & IVR Detail included in this Addendum.

415 4.2.4.9 Can the City provide information on the driving factors for wanting to replace the existing AVST UCConnect IVR solution for the Planning and Development Department? And has the City considered using the existing Convergys Voice Portal Pro IVR solution to support the Planning and Development Department?

Proposers are free to propose leveraging the existing AVST UCConnect and/or the Convergys IVR provided the proposed solution meets all the requirements in the RFP.

416 4.2.4.9 Does the City view Speech Recognition capabilities for the replacement IVR solution as an absolute requirement or an added benefit?

It is a requirement. Refer to Question 120.

417 4.2.4.9 AVST UCConnect is the IVR used by the Planning and Development Department (PDD) for permitting and inspection requests; Would the City entertain keeping and Expanding the UCConnect IVR to incorporate the both IVR solutions?


418 4.2.4.10 Does the City intend to record or screen-capture any employees who currently fall under the “Aviation PBX” cluster supported by the disparate Aastra/Ericsson PBX solution today?

There are no requirements for this in the RFP.

419 4.2.4.12 It is assumed that the 700-800 agents as well as the 75 supervisors are the total amount of employees hired by the City, associated to the Contact Center(s). This is assumed based on the total quantity of SIP trunks/sessions that the City intends to have (300 SIP sessions) after complete migration to the new UC

Refer to Attachment 21 – Contact Center & IVR Detail included in this Addendum.




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solution. Can the City provide the total amount of concurrent agents and supervisors that would be logged in at any given time?

420 4.2.4.12 Will each agent employed by the City have their own personal IP phone (and softphone), or will multiple agents share an assigned phone? As an example, would the 700 agents employed by the City have access to a quantity of designated phones that is less than 700?

Each agent will have their own softphone.

421 4.2.4.12 The City lists a required quantity of 100 Multi-Media Contact Center Agents. In Section 4.2.4.5 “Multi-Media”, it is mentioned that “…the City of Phoenix does not intend to route multi-media communications during implementation…” Therefore, is the City looking for Proposers to include any required Multi-Media Agent licensing within their proposals, or to just describe how the solution can support Multi-Media Agents?


422 4.2.1 Proposed SIP TRUNK migration by the City’s selected vendor. In order to ensure compatibility of carrier, who is this anticipated to be?

Refer to Question 53

423 Are you requesting that pricing be broken down by location?


424 4.1.6 Network Upgrade, p 58, bullet 1. The City desires to implement technology that will consolidate its disparate networks into a single Enterprise Business Network while providing the following minimum features: Virtual circuits Is MPLS a viable virtual circuit technology including L2VPN, L3VPN and VPLS? Can you elaborate on the need for this requirement and how/where you envision this technology being utilized?

Yes. MPLS is a viable option if it meets the requirements of Section IV, Paragraph 4.1.6. The City desires to implement a technology to consolidate its disparate networks into a single Enterprise Business Network while providing requisite security and traffic control.

425 4.1.7.4 Additional Requirements for Access Switches, p 60, bullet 4. Power supply sufficient to support a switch fully populated with active PoE ports What min wattage is required per port for all ports? What class of POE device will every port be required to support at a min? I.e. if the requirement is for every port to support a class 3 device at 15.4W that may affect the amount and type of power supplies required.





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The balance of the specifications and instructions remain the same. Proposer must acknowledge receipt and acceptance of this addendum by returning the entire addendum with the bid or proposal submittal.

Name of Company: ________________________________________________________________________ Address: ________________________________________________________________________ Authorized Signature: ________________________________________________________________________ Print Name and Title: ________________________________________________________________________