TaskStatement_Avaya.pdf

Task Statement for Avaya VoIP Support Services (Optional Line on DJA-13-AHDQ-R-0035), Pg. 1 of 4

1.0 Purpose

The Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF) requires contractor services for an Avaya System Architect (ASA) engineer(s) to provide guidance, support, and documentation for effective monitoring and analysis of ATF’s Avaya Voice over Internet Protocol (VoIP) network traffic and equipment. ATF also requires contractor services to provide an Avaya Voice Help Desk Specialist(s). The Contractor shall assist in identifying for ATF, technical requirements for modernization and provide programming, installation and repairs for Avaya telecommunications systems and upgrades. Scope of work will include maintenance and upgrades for software and firmware for ATF’s Communications Manager, processors, circuit packs and voice mail.

2.0 Scope

The Contractor shall be responsible for providing support services for ATF’s Avaya VoIP phone network. This task order is for a dedicated technician(s) to administer ATF’s Avaya Voice network, and to manage, monitor, document and provide Mac support for ATF’s Avaya telephone systems. ATF requires contractor assistance to insure adequate system integration, network monitoring, adequate network trouble shooting, and adequate network traffic reporting with both current and new network monitoring tools. These tools will be used to view and analyze the ATF VoIP network as a whole including data and voice. ATF requires contractor support for technical writing of Avaya security documentation and responding to audit findings as it relates to the ATF Avaya VoIP network operations

3.0 Tasks

Avaya System Architect (ASA) Engineer Responsibilities

ATF requirements for telecommunications require technical expertise and maintenance for the Avaya-telecommunications equipment and systems installed at several locations.

Maintenance includes, but is not limited to, moving, adding and changing phone/work stations, bad phones(s), and resetting/reconfiguring voicemails, replacing circuit packs, installing additional cable/wire and repairing system outages. Additionally, maintaining all circuit packs, service pack firmware & software and Avaya software patches.

3.1 Perform Avaya systems maintenance, system configuration, patches, software and firm ware upgrades, support and training needed for ATF to effectively maintain Private Branch Xchanges (PBXs) and VoIP-network management using Avaya approved service methods.

3.2 Maintain all Communication Manager systems software with the latest patches.

This also includes the latest patches for the voice mail systems, Audio/Web conferencing system, and other Avaya services as listed in Section 3.7 of this Task Statement.

Task Statement for Avaya VoIP Support Services (Optional Line on DJA-13-AHDQ-R-0035), Pg. 2 of 4

3.3 Program trunks, Network Regions, IP codes, Uniform Dial Plans (UDP), Automatic Route Selection (ARS) and Automatic Alternating Routing (AAR), and Quality of Service (QoS).

3.4 Actual installation of the new systems to include cross-connects, equipment inventory, and equipment delivery verifications; conduct system/equipment testing, and user training.

3.5 Perform final system/equipment test and acceptance, removal of old equipment, invoice delivery, and perform help-desk activities.

3.6 Provide documentation to ATF on any formal recommendations.

3.7 Provide Move, Add & Change (MAC) support for the following:

3.7.1 Enterprise Telephone Management (ETM) System

3.7.2 Basic Call Management Reporting (BCMR) & Automatic Call

Distribution (ACD)

3.7.3 Application Enablement Service (AES)

3.7.4 Secure Access Links (SAL)

3.7.5 OneX Mobile

3.7.6 OneX Communicator

3.7.7 Presences system

3.7.8 Session Manager

3.7.9 Aura Messaging Voice Mail

3.7.10 Intuity Audix 770 (IA770) Message Manager Voice Mail

3.7.11 System Manager

3.7.12 Avaya Utility backup server

3.7.13 Session Boarder Controllers

3.7.14 VeraSmart call accounting

3.7.15 Conexus Call Recorder application

3.7.16 Avaya Aura Conferencing 7

3.7.17 DSL services, DSL modems and DSL routers

Avaya Voice Help Desk Specialist Responsibilities

3.8 Administration.

3.8.1 Program Avaya PBX system/station basic configurations in Communications Manager and Aura Messaging Manager.

3.8.2 Program phone sets (digital, IP and analog).

3.9 Moves, Additions, Changes.

3.9.1 Program digital, IP & analog station system configuration, changes, additions or deletions.

3.9.2 Add or remove telephones.

3.9.3 Program requested feature changes.

3.10 Voicemail Support.

Task Statement for Avaya VoIP Support Services (Optional Line on DJA-13-AHDQ-R-0035), Pg. 3 of 4

3.10.1 Program mailbox configurations (Aura Messaging 7 IA770 Messaging).

3.10.2 Password resets.

3.10.3 Program feature changes.

3.10.4 Add or delete user mailboxes.

3.10.5 Add or delete distribution lists.

3.11 Telephones.

3.11.1 Provide break/fix services on telephones.

3.11.2 Replace telephones.

3.11.3 Troubleshoot and resolve phone-/data-cabling issues.

3.11.4 Repair station cabling and jacks.

3.11.5 Assist in identification and resolution of other vendor line/circuit problems, reaching a solution.

3.11.6 Troubleshoot issues related to lines/trunks.

3.11.7 Coordinate and act as focal point for problem resolution involving service provider.

All tasks should be performed daily, as required/needed.

4.0 Facilities Planning

Contractor shall assist ATF with Facilities planning, which includes site surveys relating to voice and data networking, wiring, cabling, and electrical and environmental reviews of telephone rooms to ensure the facility is sufficiently prepared for equipment/system installation.

5.0 Help Desk

Contractor shall assist the Voice Help desk staff with support programming requirements and resolving system issues.

6.0 Place of Performance

The technician(s) will work normally at 99 New York Ave NE; however, the scope of this work covers the ATF facilities throughout the Washington Metro area to include Martinsburg, WV and Beltsville, MD. The technician(s) will be dispatched to other locations when the need arises.

7.0 Period of Performance

Technician services shall be for one (1) base year and up to four (4) option years.

8.0 Work Hours

40 hours/week (8 hours/day), Monday through Friday, with optional coverage on an as-needed basis for overtime – The technician shall be on call 24 hours/day, 7 days/week (24X7).

Task Statement for Avaya VoIP Support Services (Optional Line on DJA-13-AHDQ-R-0035), Pg. 4 of 4

9.0 Key Personnel

One (1) Avaya-certified System Architect (ASA) Engineer (up to two (2)) and one (1) Avaya Voice Help Desk Specialist (up to four (4)).

10.0 Qualifications of Key Personnel

Should have a High School diploma at a minimum Must hold current AVAYA certification in PBX CM programming or higher certification Knowledge of: Avaya Communications Manager 6 (CM6), System Manager, Modular

Messaging (MM) Voicemail, Aura Messaging (AM) Voicemail, Aura Conferencing Collaboration (ACC) system, ACD system and BCMR

Must possess basic diagnostic skills - Troubleshoot from beginning to end and provide detailed information on resolution

Basic understanding of how a vector flows and possess ability to be able to recommend a solution if needed

Must possess excellent verbal and written communication skills.

Minimum of 5 years experience with Avaya equipment – Definity, Communication

Manager, Modular/Aura Messaging .IP and data networking experience a plus

11.0 Security

Contractor personnel shall apply for and receive a valid/active ATF security clearance prior to task order reporting date in accordance with ATF Clause #ATF-04.

12.0 Government-Furnished Equipment

When the contractor is at ATF buildings, the Government will provide the use of a desk, work area, hard-wire telephone, facsimile, laptop computer and other routine office supplies necessary to carry out the tasks cited in this Task Statement.

13.0 Travel

Travel may be required to other ATF facilities throughout the continental United States. Travel expenses will be reimbursed pursuant to the Federal Travel Regulations but only if approved by the COR in advance.

14.0 Expectations

The Government expects the Contractor to keep its staff technically trained and up to date with Avaya technical innovations, new software/hardware, patches, service bulletins or technology upgrades that are relevant to ATF’s Avaya system needs.