40-36100-24-05893_40-36100-24-05893 - Q&As.pdf.PDF

Questions and Responses

Request for Proposal # 40-36100-24-05893

Telephony Equipment, Software, and Related Services

No. Question Response

1. If premise based, are you looking to move your phone system to the cloud?

We will have on premise and cloud (hybrid).

2. How are phones provisioned currently?

DoIT has two different models to provision phones. If an agency chose to go with a converged network DoIT will deploy a router configured with a DHCP pool and a distribution switch. DoIT configures distribution switch with two hand offs, one for agency data and the other for voice traffic. Agencies who chose not to go with a converged network, DoIT works with agency Network Admins providing them with a network configuration script that includes Avaya’s option 242 string. Agencies will be responsible for configuring a DHCP Scope and

Voice VLAN. Agencies must ensure all Avaya specific ports are open on the firewall allowing phones to register back to the core via a public network.

3. How do agents answer calls?

a. Softphone

b. MS Teams or other SaaS solution

c. Handset

d. Are you able to provide the breakdown in numbers?

Agents answer calls via desk sets and softphones

a. Softphone (numbers)?

b. MS Teams 500 Licenses

c. Handsets

Station Type

Count Set Type

1408 15 Digital

1416 1 Digital

1616 14 Digital

2410 201 Digital

2420 87 Digital

4610 65 IP

4620 25 IP

4621 13 IP

4624 130 IP

6408 7 Digital

6408D+ 483 Digital

6424D+ 8 Digital

9404 58 Digital

9408 65 Digital

9600SIP 2 SIP

9608 689 IP

9608# 1,333 IP

9608SIP 7 SIP

9608SIPCC 1 SIP

9611 105 IP

9611SIP 131 SIP

9611SIPCC 9 SIP

9620 138 IP

9620SIP 3 SIP

9621SIP 2 SIP

9630 39 IP

9630SIP 573 SIP

9640 4 IP

9640SIP 12 SIP

9641SIP 7 SIP

9650 16 IP

9650SIP 13 SIP

CallrId 33

J169 9 IP

J169H 2,147 SIP

J179 892 IP

J179H 2,184 SIP

J179CC 92 SIP

Virtual 307

4. How many phone lines will be needed for each department?

Varies by agency; each agency is unique some have a minimum of 1 phone others have 400 phones.

5. Are any of these lines conference rooms and do you need conference phones?

a. What is the number of conference rooms needed?

Conference phones in use vary by agency and is unique to each individual agency based on conferencing needs. The “number” is unknown.

6. Who currently performs any MAC requests?

Internal or contractor?

DoIT Voice Engineers and current contractor Waterfield Technologies perform MAC requests.

7. What are you using for your connectivity and voice today?

a. DS3

b. Internet

c. MPLS

d. PRI

e. SDWAN

f. VPN

DS3, OC3, DS1, T1, PRI, MOE, MPLS, IPSEC Tunnel back to voice core, no SDWAN or VPN.

8. Do you have any internal systems to integrate with that is not listed in the RFP? Are they API-enabled?

No other internal systems, but we do have agencies that are wanting to leverage a solution that will integrate with CMS and CRM platforms.

9. What are your compliance requirements?

a. Examples: FDCC, GDPR etc…

HIPPA, PII, FISMA, PCI, SOC2

10. Do you need contact center functionalities? Yes.

11. What is your current call volume per month?

Various depending on season changes and agency’s strategy/needs.

The approximate call volume per month is 7000.

12. Do you have today or plan to have remote staff? Do they use company supplied devices or their own devices?

All state employees must work in the office, as the state does not offer a

“remote work” environment for its employees. Those employees that use “hoteling” offices outside of their normal duty station use company supplied cell phone devices.

13. Do you need any of the following: Yes, all.

a. Call Recording

b. Speech Analytics

c. Self-Service

d. Quality Assurance

14. Are you using or interested in Omnichannel?

a. Chat

b. Text

c. Email

d. Chatbot

e. Social Media: LinkedIn, Twitter, etc…

Yes, all.

15. Besides what is listed in the RFP, what other locations are needed or expanding to?

a. Active Users

b. Conference Rooms

c. Native (hallway or breakrooms)

d. Will phones be purchased or leased? What is your phone preference?

i. Avaya

ii. Mitel

iii. Cisco

iv. Yealink

v. Polycom

vi. Yealink

vii. Yiptel

viii. Other____

There are no planned locations other than what is described in the RFP.

16. What other features do you require:

a. Chat

b. Presence

c. Video Chat

d. Screen Share

e. Mobile App

None.

f. Audio/Video Conferencing

g. Web Chat

17. Who many DIDs do you have? Are you able to list them?

We have 41,639 DIDs. Without more information as to why a list is needed, we will not provide this information at this time.

18. Do you require any analog phone lines? I.E. alarm systems, elevators, door buzzers, overhead paging etc…

No, unless required for overhead paging on existing equipment. It is unknown if this will be required.

19. Does the solution require any analog endpoints?

No.

20. Do you require any toll-free numbers? What are the requirements.

a. Inbound

b. Outbound

c. Both

Not required as we have/own several toll-free numbers for inbound and outbound.

21. Is there any integration needed between the phone system and other systems? i.e. MS Teams or a

CRM? Will this need to integrate with any overhead paging systems?

No, unless required for overhead paging on existing equipment. It is unknown if this will be required.

22. What features in the PBX would allow your business to run more efficiently?

None.

23. Do you have any special auto attendant requirements?

Varies between agencies’ requirements and that information is unknown until requested.

24. Do you require LAN switching equipment with the new solution?

a. What infrastructure do you currently have?

DoIT does not require LAN network equipment.

A. Current Infrastructure includes:

➢ Cisco Switches and Routers

➢ Cisco Hyperflex

b. Are new drops or infrastructure needed for solution?

➢ Avaya CM, SM, Remote Worker and SBC

B. New drops may be required in locations where infrastructure is outdated to support a VoIP environment.

25. With moving to the cloud, would you like to consolidate all your communications vendors to be single piece of software.

Yes preferably, we would need a hybrid environment to support correctional and hospital facilities.

26. Are there any other additional requirements not listed in the RFP.

No.

27. Is the State looking for any kind of call center voice solutions?

Yes, but specifications will vary by agency needs/requests. Offerors are encourage to include a call center voice solution in Proposals.

28. Is it possible to extend the deadline of this RFP, possibly by one or two weeks.

See Amendment No. 1

29. Is the intention or preference to have the manufacturer or distributor bid on this solicitation and then have their Value-Added Resellers or VAR partners as listed subcontractors?

Yes.

30. Section 3.4 Installation Maintenance and Support /

Section 1.B

Is the State of New Mexico looking for maintenance of the existing hardware in place as outlined in Section 1.B? Alternatively, is the State of New Mexico looking to replace all existing phone set equipment?

Yes, the State is looking for maintenance and support of existing equipment, see Appendix P for this information.

Yes, we may look at replacing equipment as new sites onboard or when equipment fails.

31. General

Would the State of New Mexico accept a submission which includes replacement solutions only? If yes, which make/model components would the State want to replace?

No.

32. Can Offerors submit proposals to include software subscription services as well as phone hardware

Offerors can submit for subscription only or hardware only proposals.

ONLY that meets the Scope of the RFP only?

Installation services will be included, and software support included.

33. Can Offerors partner with DoIT for installation support? Or is it expected that Offerors install all associated hardware and phones? This could be a significant cost savings as all phones can be pre-configured prior to deployment.

The expectation is for the Offeror to partner with DoIT on installations.

There will be instances where the Offerors will be required to install all associated hardware and phones without DoIT support.

34. Can Offeror provide related equipment for another

Offeror to install? Or is this RFP all encompassing?

No.

35. If Offeror is proposing a solution from a specific

Telephony Software provider (phones included), can all billing be moved directly to this

Provider or is all billing direct to

Offerors Company?

Must be billed from the Offeror.

36. Is there an alternative if we can’t locate a failed reference that is willing to participate and submit the Questionnaire?

Section IV. B.1 does not require a failed reference to participate in submitting an “Offeror Reference Questionnaire.” The requirement is to simply include that information in Offeror’s Proposal.

37. In Appendix P, Mandatory Requirements, #12, page

114, it states the Offeror/Contractor will provide

Infrastructure Managed Services for the procuring agency’s Cisco Hyperflex Systems located at

Simms and OSO Grande Data Centers. Support will consist of Service Desk, Proactive Monitoring, Incident Management, Problem Management, Carrier Vendor Management, Service Request

Fulfillment Move Add Change (MAC), Release

Management, Configuration Management, Change

Management, and Enterprise Vendor Management.

Yes, required for all vendors details on the hyperflex below

➢ Santa Fe Simms Hyperflex

Question:

Are these services required inclusions for all bidders regardless of which of the 4 telephony manufacturers the vendor is bidding on? Are details available on qty, location, type and release for the

Hyperflex systems and what applications they are running to define the required Infrastructure

Managed Services?

➢ Oso Grande Hyperflex

Both Hyperflex systems have the following servers

Avaya AADS, AAMS, ADS, AES, CM(s), CMS, SBC(s), SM(s), SMGR(s)

38. In Appendix P, Mandatory Requirements, #13, page

114, it states The Offeror/Contractor will apply manufacture provided Windows and Linux OS patches (quarterly and monthly) for all servers.

Minor upgrade includes updating from one dot release to the next dot release.

Question:

Are these services required inclusions for all bidders regardless of which of the 4 telephony manufacturers the vendor is bidding on? Would you be able to provide server quantities and detail?

Does this apply to servers only or workstations as well? Would this only be for servers in support of telephony applications vendor is bidding on?

Required for all Offerors to support the existing Avaya Server environment only. Servers listed below:

OSO Grande VSphere

AADS – Linux 7

AAMS – Linux 7

ADS – Linux 8

CM01 – Linux 7

CM02 – Linux 7

SBC03M1- Linux 7

SBC04M1 – Linux 7

SM03 – Linux 7

SMGR – Linux 7

SIMMS VSphere

AADS – Linux 7

AAMS – Linux 7

ADS – Linux 8

AES – Linux 7

CM01 – Linux 7

CM02 – Linux 7

CMS – Linux 7

SBC01- Linux 7

SBC02 – Linux 7

SM01 – Linux 7

SM02 – Linux 7

SMGR01 – Linux 7

WFO – Windows Server 2016

39. Will DoIT provide SIP?

Yes, SIP is an open architecture. Newer systems are capable of SIP services.

40. Is DoIT looking to replace the current Voice

Solution completely? Is this going to be a transition? And how long will the transition period or schedule of transition?

DoIT is looking to modernize the existing platform by replacing legacy systems such as FUJITSU and MITEL key systems.

41. How do we provide optional quotes, i.e., On-Prem

vs. Cloud vs. Physical hardware vs. VM?

On Prem quotes can be provided, since DoIT core Voice is on Prem. All other quotes must be labeled as such, Cloud, Physical and VM

42. What constitutes an unused license/Port? What is the time frame, 15 days, 30 days, 60 days, etc.?

60 days.

43. If this is phased, what is the timeline? The on-prem solution will need to be sized correctly for maximum users and/or growth over the next five years.

DoIT is exploring all avenues and determining the proper path to take, either on prem growth or Hybrid of cloud voice services to minimize footprint.

44. Will DoIT require a Physical PBX, or can a VM be utilized?

Core VM inside a clustered environment.

45. E911 requirements? Yes, Kari’s Law and Ray Baum’s Act will be the driving factor for e911 implementation.

46. Any 3rd party app integration? No

47. What is the maximum number of users you will have on the system during its lifecycle?

Currently up to 11,116 users.

48. Please provide a breakdown of FXS and FXO ports needed by the site.

Depending on location of services needed. We may require one or 2 depending on the campus size and the critically of agency. Majority of analog services are all local 1FBs a very small percentage require a media gateway

49. How many users require soft clients? 1,124 users.

50. Do you require a call center? Please describe the required functions and the number of call center users and managers.

Call centers needed. Queue in drop, barge, full reporting of agent stats.

Time waiting in queue. 22 Call Center Groups. 394 licensed call center users.

51. Will you need to utilize phone switches to network endpoints? If so, do you need 1GB, or will

10/100MB work?

No, we will utilize agency network hardware

52. Can you please provide the quantities for each type of phone and the number of wall mounts for each type of phone?

a) Basic

b) Standard

c) Premium

d) Receptionist

e) Cordless

f) Conference

Basic 1,191

Standard 939

Premium 3,458

Receptionist 0

Cordless 1,191

Conference 224

Wall mounts depend on agency requirements and needs

53. How many soft clients are needed? 1,124 users

54. How many call center users and managers are needed?

22 Call Center Groups

394 Agents

50 Supervisors

394 workplace Agents

55. The previous contract (70-361-17-02013) included an appendix for “Other Manufacturer Types” to allow vendors to include discounts for HW, SW, and related Manufacturer Support for other than

Avaya, Cisco or Mitel. Will DoIT be providing a revision/amendment to add this into the current

RFP?

See Amendment No. 2

56. The Appendix D (Cost Response) pricing table is currently set up to include one response for each category (HW, SW, and Mtc) for all manufacturer types (Avaya, Cisco, Mitel). In the previous contract, there were three distinct tables so that the discount could be included per manufacturer for each category. All manufacturers extended different standard discounts per category. Does

DOIT want the responding partners to include just one discount that would be applied to all manufacturers, or will a revision/amendment be provided to break out the discounts per manufacturer?

See Amendment No. 2

57. This question also applied to Appendix D. In the previous contract the request was for the

“Minimum List Discount” that the partner would extend to DoIT for all categories (HW, SW, and

Mtc). Upon award this allowed the partner to extend either the minimum discount that has been included or a higher discount based on any additional discounts extended from the manufacturer, maximizing the discounts and cost savings to DOIT. If the “Highest Discount” is included for this new contract, it could be restrictive if that is the highest discount that the partner can extend to DoIT in a situation where the manufacturer may be providing additional discounts for a specific product.

See Amendment No. 2