Statement_of_Work_VOIP_System_Installation_Wapato.docx

VOIP System Installation, Configuration, Training, Support This project is for the delivery and support of a fully configured and functional VOIP telephone system at the Temperate Tree Fruit and Vegetable Unit (TTFVRU) at 5230 Konnowac Pass Rd Wapato, WA 98908. The vendor will supply, configure and provide training for all components of a turnkey ShoreTel Connect Onsite VOIP system to replace 75 existing telephones (Nortel Digital PBX) connected through a hybrid PRI.

Site Survey: A site survey will be held at 10:00 a.m., August 16, 2016 located at the Temperate Tree Fruit and Vegetable Unit (TTFVRU) at 5230 Konnowac Pass Rd Wapato, WA 98908. All vendors interested in quoting on this project are encouraged to attend.

Overview and Timeline:

1) Vendor will hold a kickoff meeting within one month of being notified by TTFVRU that the internal LAN is ready.

2) Within three weeks of kickoff meeting vendor shall hold network and VOIP design meetings with IT staff to finalize network and VOIP design.

3) All equipment and phones will be ordered within six weeks of the kickoff meeting.

4) TTFVRU will provide vendor with server hardware for ShoreTel Director Administration software installation within 6 weeks of the kickoff meeting.

5) USDA Engineers shall configure the existing switches with guidance from the vendor to ensure proper VOIP performance within 16 weeks of the kickoff meeting. Configuration of existing network switches shall incorporate a separate VLAN for voice traffic and QoS.

6) VOIP switching equipment, voice mail and ShoreTel Director Servers shall be installed and configured within 16 weeks of the kickoff meeting by the vendor. The ShoreTel system will be fully populated with employee names, locations, DID and contact information by the vendor. TTFVRU employees shall keep their existing DID numbers.

7) Phones will be deployed within 18 weeks of kickoff meeting and setup alongside existing TTFVRU phones for a breaking-in period of no less than two weeks. At this time the system will be a fully functional, turn-key local VoIP system (no outside access) for TTFVRU employees to become acquainted with.

8) End user and administrator training shall follow phone deployment and be completed within 20 weeks of the kickoff meeting

9) Final cut-over to the existing hybrid PRI connection and porting all existing DID numbers to VOIP phones shall occur within 22 weeks of the kickoff meeting. The cut-over date shall be coordinated with TTFRVU staff and will occur over a weekend to minimize downtime and service interruption.

10) The first business day following cut-over weekend, the vendor shall be on-site to respond to any issues or problems.

11) The second and third business days following cut-over weekend, the vendor shall be available for on-site troubleshooting within one hour to respond to any issues or problems.

The Building: The location is a two story building of roughly 60,000 square feet housing laboratories, offices and greenhouse space. No modifications to the building structure will be expected of the vendor.

The Network: The existing LAN consists of a combination of Cat5, Cat5e and Cat6 network cables with Cisco 2960poe switches routing traffic. The hybrid PRI line enters the building in the Demarc Room (see map). The patch panels, switches and servers are located in the Server Room (room 24, see map). Cat 6 network cable connects the Demarc Room and Server Room. Cat 5 or better cable connects all telephone set locations in the building directly to the server room or a second switch linked to the LAN.

The majority of the new ShoreTel VOIP equipment including servers and switches will be mounted inside existing server cabinets in the Server Room (room 24) by the vendor. PRI connection equipment and analog line integration equipment may be mounted in an existing cabinet in the Demarc Room.

The vendor will work with USDA and Telecom engineers to route a vlan for VOIP telephones in the building with existing workstations and servers running on a separate subnet.

The vendor will work with USDA and Telecom engineers to connect the new VOIP system to the existing PRI line requiring a “hot switch” from the old PBX to the VOIP system and testing on a scheduled Saturday.

The vendor will integrate up to 6 analog lines into the VoIP system with full dialing functionality.

The Hardware: The vendor will supply and pre-configure all necessary ShoreTel Connect Onsite switches, interfaces, software and licenses for a fully functional ShoreTel Onsite Connect VOIP System. The vendor will not supply the ShoreTel Connect Director server hardware or patch cables.

The vendor will supply, license and configure the following ShoreTel brand phones throughout the building as required:

1) 4 X 930D portable DECT cordless phones or better with chargers.

2) 65 X 480G desk phones.

3) 8 X 655 Executive Style phones.

The vendor will supply the following spare phones:

1) 2 X 930D portable DECT cordless phones or better with chargers.

2) 6 X 480G desk phones.

3) 2 X 655 Executive Style phones.

Vendor will supply and configure a battery backup system sufficient to run the ShoreTel equipment for at least 20 minutes on battery power.

Core System Functionality

1) The system will be provided as “turn-key” with all phones being licensed and configured and the ShoreTel Director Software configured and populated with employee information on a server provided by the location.

2) Existing Nortel phones will be replaced with new ShoreTel phones with the same phone number.

3) Up to 6 analog lines that currently terminate into the Demarc Room (see map) will be integrated into the new VOIP system by the vendor.

4) VOIP phones and associated software will be fully functional with all ShoreTel options enabled. In addition:

a. System shall provide the ability to park a call to an extension and then to connect back to the parked call extension.

b. System shall provide ability to direct incoming call to voicemail

c. System shall provide ability to forward current call to another extension and to an external number.

d. System shall provide ability to place current call on hold, connect to another extension, and then forward the on hold call to the extension.

e. System shall allow users to set their own name and voicemail greeting.

f. System shall allow users to set their own vacation voicemail greeting along with start date and end date for the vacation greeting.

g. System can allow users to get a different greeting for internal and external callers.

h. System shall use the same password for accessing voicemail on handset and accessing any system self-service web portals.

5) System shall provide multiple levels of password security rules and complexity requirements.

6) System shall provide ability to require billing code prior to allowing a long distance call.

7) Desktop phone shall have standard dialing 0-9, *, #, volume and mute controls.

8) Desktop phone shall support Power Over Ethernet via a network switch

9) Desktop phone shall accept 10/100/1000 Ethernet and provide at least 1 10/1001000 Ethernet for optionally connected desktop or other LAN devices.

10) Desktop phone shall support full duplex speakerphone capabilities.

11) Desktop phone or softphone shall have a prominent visual voicemail indicator.

12) Desktop phone display or softphone shall provide incoming caller ID number and name.

13) Desktop phone or softphone shall have the ability to forward incoming call to voicemail.

14) Desktop phone or softphone shall have a quick access button to voicemail

15) Desktop phone or softphone shall maintain list of inbound calls that user can retrieve via phone

16) Desktop phone or softphone shall maintain list of outbound calls that user can retrieve.

17) Desktop phone or softphone shall have a “corporate directory” to quickly lookup by first/last name any internal extension.

18) Softphone client should:

a. Run on Windows 7 and 10

b. Should support 32-bit and 64-bit versions of operation systems.

19) Voicemail:

a. Shall provide ability to forward voicemail message to another extension.

b. System shall have the option to email a user on arrival of new voicemail and include voicemail as an attachment.

c. Voicemail system shall provide an option to “0” out to an operator or centralized answering station

20) Auto Attendant:

a. System shall have option to dial by name to lookup an employee’s extension.

b. System shall have the capability to provide nested options and play different types of announcements

c. Ability to change recordings based on time of day

d. System shall have the ability to have an overriding message in the event of an emergency or disaster to announce closures or other critical information.

21) System shall allow multiple phone tree options that automatically adjust on a pre-set schedule (day of week or time of day).

22) System shall have the ability for a user to dial a group of extensions by entering a single number (one number dials several extensions and conferences them all in)

23) System shall provide customizable hold music or informational recordings.

24) Ability to forward all calls to remote location or cell number in the event of emergency or disaster

25) System will support E911 if available at location.

26) Monitoring & Reporting

a. Call Detail Reporting (CDR)

b. CDR system shall store call detail data for a minimum of 90 days.

c. The CDR system shall provide a mechanism to track calls made and assign charges to them for chargeback purposes.

d. CDR shall have an online query capability for system admins to perform ad hoc queries and simple reports.

e. System shall provide traffic reports detailing utilization of inbound/outbound traffic levels including high and low water marks.

f. System shall have monitoring that will include notification for local admin support staff via email and sms text messaging.

g. System will provide real-time access for system admins to monitor call traffic and system activity.

27) Redundancy and Backup:

a. System will have a pre-configured script or native method to back up the complete VoIP system configuration (all ShoreTel equipment/switch and server programming) for easy transfer to removable media.

b. Vendor will provide sufficient hardware and programming for the ShoreTel switches to natively recover from a loss of any single switch and continue operating without interruption.

28) Licensing

a. All required ShoreTel licenses for a fully functional system, at the ‘Standard’ service level for at least 1 year.

29) Partner Support and warranty: Vendor will provide a local Partner Support plan providing for one year of technical support, subscription to and (when required) onsite installation of ShoreTel software/firmware upgrades.

Installation Standards: On delivery the installed system must complete telephone calls with no noticeable lag, echo or jitter between the location and Yakima, WA (the largest nearby city). Specifically the following quality metrics must be met (using ITU, Cisco or ShoreTel measurement techniques):

Jitter < 20mS Loss < 0.1% Latency < 100mS Availability 99.9%

Technicians installing and configuring the ShoreTel system must have ShoreTel installation certification.

Vendor will provide ShoreTel Desktop Applications to location personnel ahead of time for installation on employee workstations by the local IT staff.

Training: The vendor will provide two 2 hour training classes for end users and one 4 hour training class for local IT staff on system administration.

Location Map:

Items Not Included in this Statement of Work

1) Additional wiring or cabling; supply, assembly, installation or maintenance of racks, shelves, or any other physical structure to which switching or server equipment is to be mounted.

2) Configuration of existing USDA switches and networking hardware.

3) Windows server to run ShoreTel Director Administration software (server will be shipped by the customer to the vendor for vendor installation and configuration of ShoreTel Director and other required VoIP software). Customer is responsible for ensuring that the Director server meets manufacturer and/or software-provided specifications for hardware and software.

4) Conduit, cable trays, wire raceways, and power configurations.

5) Installation of client desktop applications or softphones on location workstations.

image1.png