Draft Product Description.docx

Telemate Unified Communications and Collaboration Reporting and Analytics TAC Number: VA-24-00019246

PRODUCT DESCRIPTION (PD) TEMPLATE

DEPARTMENT OF VETERANS AFFAIRS

Office of Information and Technology (OIT), Development, Security, and Operations (DevSecOps) Connectivity & Collaboration Services (CCS) Unified Communications (UC)

Unified Communications and Collaboration Reporting and Analytics

Date: 3/11/2024

VA-24-00019246

PD Version Number: 1.0

PRODUCT REQUIREMENTS

VA Office of Information and Technology (OIT), Development, Security, and Operations (DevSecOps), Connectivity & Collaboration Services (CCS), Unified Communications (UC) has a requirement to replace the current UCExpert software which is used for reporting and analytics within the VA’s Enterprise UC environment. This new replacement software shall allow VA voice engineers a detailed view of real time voice calls from end to end, spanning across the entire VA Enterprise Voice Network. This software is needed to enhance and sustain operations. This Software shall be delivered to the site within 30 days of award. A list of requirements can be found in the table below.

Installation support shall be included in this effort.

1.1.0 Product Information:

This is a Telemate brand name or equal requirement for Unified Communications and Collaboration Reporting and Analytics software and installation. Listed below are the brand name and salient characteristics for the base and optional tasks requirements.

BASE Year - On-Premise Deployment: UC Base Environment

Optional BASE Year - On-Premise Deployment: Contact Center

Optional CLINs Each Qty Not To Exceed May be exercised at any time

Option year 1

Option year 2

Option year 3

Option year 4

SALIENT CHARACTERISTICS

Product shall include the same features as below.

1. Remote Performance Monitoring

a. Enables the ability to better troubleshoot remote workers using collaboration technologies such as Zoom, MS Teams, WebEx (Calling, Meetings and Contact Center), Ring Central, etc.

2. Port/Protocol/TLS Testing and Alarms to the SNMP Monitoring

a. Delivers the ability to monitor and alarm on technology responses time, certificates, and other handshaking protocol metrics.

3. Expanded CUCM CDR: Added Option to Use SDL Logs to Enhance the Call Data

a. Adding "Hold Time" and "Hold Count" values to CDR records, and allowing "Abandoned on Hold" stats to be tracked.

b. Expanded "Call Park" CDR to include the parked duration, and allowing "Abandoned while Parked" stats to be tracked.

c. Linking the initial inbound SIP INVITE to CDR records to add pre-translated numbers and PSTN Caller ID names to the CDR.

4. Added Support for Parsing Cisco CUBE and/or VG CCSIP Debug Syslog Messages This feature provides visible to the public / PSTN side of SBCs.

5. Added Support for UCCE CVP Log Collection and Service Assurance Processing Enables the building of "live" call legs and links them to call chains with any CUBE/VG/CUCM/Expressway devices providing a more complete picture of call flows. The feature includes all call-related CVP and VXML events making troubleshooting CVP calls quicker and easier. This also extends reach into VXML sub systems.

6. Extension of “SIP Capture" and "SIP Scan" Features to Scan CVP Logs and CUBE CCSIP Syslog Messages

7. Expansion of Avaya SNMP MIB Files and Standardized Avaya SNMP Templates Enables out of the box health & wellness monitoring of Avaya environments.

8. Added Integration with Imagicle Call Recording Servers Provides the ability to use role-based access controls and security to limit recording accessibility.

9. Must be Media Type Neutral (Voice, Meeting, Contact Center, Collaboration, SBC)

10. Must include cradle to grave visibility across vendors.

11. Must include Multi-Cluster Monitoring.

12. Must include Flexible KPI Creation.

13. UX Quality Monitoring

14. Sip Ladder Visibility

15. Remote Worker Monitoring

16. Event Log Management

17. SNMP Monitoring and Alerting

18. Granular Historical Views

19. Complete Contact Center Visibility

20. Supports both On-Premesis and Cloud UC Solutions

21. On-Premesis, Cloud, Hybrid and Multi-tenant Options

22. Real time call tracing. Cross Cluster Sip Ladders and SDL trace logs for cross cluster calls.

Installation Support Contractor shall provide installation support of product through remote means such as Cisco Webex to install, configure and validate product.

Installation support shall include the below:

1. Installation of TeleMate’s Predictive Monitoring & Analytics platform

2. Configure TeleMate’s Lightweight CollectorPro Technology

3. Verification of Data Stream(s)

4. Data Stream Mapping

5. LDAP/Directory Services Integration

6. Utilization of Available API for ticketing system integration

7. Data Analyst Consulting Session

8. Device Monitoring Configuration

9. Dashboard and Alarm Configuration

10. Configuring of Automatic Reporting

11. Administrative and User Trai

Deployment shall include service for:

1. Cisco call manager (185 clusters)

2. Registered Users (400,000)

3. Cisco Border Elements (185)

MAINTENANCE and SUPPORT (Option years)

The Contractor shall provide manufacturer’s support for the solution provided.

The Contractor shall notify VA of any product’s recall within five (5) business days of notice and within 15 days of notice of discontinuance, or end of life cycle for items covered under this TO.

The Contractor shall provide software support consisting of correction of errors, provision of OEM-sponsored modifications, improvements, and revisions. The Contractor shall identify all software changes, revisions. and patches to the COR for approval prior to installation. The Contractor shall furnish full documentation for all changes and/or modifications to the software provided to meet the Government’s requirements.

The Contractor shall provide to the COR or Designated POC a written notice of each OEM software patch/update/new release within 30 days of receiving OEM notification. The notice shall identify the software patch number or version in the case of update/new release, synopsis of features/functions of the patch/update/new release and any hardware required. The VA COR may, at its discretion, choose to accept or reject the patch/update/new release.

Deliverable:

a. OEM Software Changelog

NOTICE OF THE FEDERAL ACCESSIBILITY LAW AFFECTING ALL INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) PROCUREMENTS (SECTION 508)

(Three standards listed in Section 2.1 below [E205 Electronic Content – (Accessibility Standard -WCAG 2.0 Level A and AA Guidelines), E204 Functional Performance Criteria, and E208 Support Documentation and Services] always apply to the evaluation of ICT, and should remain marked as “x”. The requiring activity should un-mark any of the other remaining standards below [E206 and/or E207] that do not apply to this effort. The Accessibility Requirements Tool (ART) is a web-based application that will help the requiring activity determine the Section 508 standards that apply to their specific acquisition. The ART tool is located at https://app.buyaccessible.gov/home.)

On January 18, 2017, the Architectural and Transportation Barriers Compliance Board (Access Board) revised and updated, in a single rulemaking, standards for electronic and information technology developed, procured, maintained, or used by Federal agencies covered by Section 508 of the Rehabilitation Act of 1973, as well as our guidelines for telecommunications equipment and customer premises equipment covered by Section 255 of the Communications Act of 1934. The revisions and updates to the Section 508-based standards and Section 255-based guidelines are intended to ensure that information and communication technology (ICT) covered by the respective statutes is accessible to and usable by individuals with disabilities.

SECTION 508 – INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) STANDARDS

The Section 508 standards established by the Access Board are incorporated into, and made part of all VA orders, solicitations and purchase orders developed to procure ICT. These standards are found in their entirety at: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines. A printed copy of the standards will be supplied upon request.

Federal agencies must comply with the updated Section 508 Standards beginning on January 18, 2018. The Final Rule as published in the Federal Register is available from the Access Board: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule.

The Contractor shall comply with “508 Chapter 2: Scoping Requirements” for all electronic ICT and content delivered under this contract. Specifically, as appropriate for the technology and its functionality, the Contractor shall comply with the technical standards marked here:

COMPATABILITY WITH ASSISTIVE TECHNOLOGY

The standards do not require installation of specific accessibility-related software or attachment of an assistive technology device. Section 508 requires that ICT be compatible with such software and devices so that ICT can be accessible to and usable by individuals using assistive technology, including but not limited to screen readers, screen magnifiers, and speech recognition software.

ACCEPTANCE AND ACCEPTANCE TESTING

Deliverables resulting from this solicitation will be accepted based in part on satisfaction of the Section 508 Chapter 2: Scoping Requirements standards identified above.

The Government reserves the right to test for Section 508 Compliance before delivery. The Contractor shall be able to demonstrate Section 508 Compliance upon delivery.

SHIPMENT OF HARDWARE OR EQUIPMENT

Inspection: Destination Acceptance: Destination Free on Board (FOB): Destination

Ship To And Mark For:

Primary:

Alternate:

Suite 425 Boise, ID 83702

SPECIAL SHIPPING INSTRUCTIONS

Prior to shipping, Contractor shall notify Site POCs, by phone followed by email, of all incoming deliveries including line-by-line details for review of requirements. The Contractor shall not make any changes to the delivery schedule at the request of Site POC.

Contractors shall coordinate deliveries with Site POCs before shipment of <hardware> hardware to ensure sites have adequate storage space.

All shipments, either single or multiple container deliveries, shall bear the VA IFCAP Purchase Order number on external shipping labels and associated manifests or packing lists. In the case of multiple container deliveries, a statement readable near the VA IFCAP PO number shall indicate total number of containers for the complete shipment (e.g. “Package 1 of 2”), clearly readable on manifests and external shipping labels.

Packing Slips/Labels and Lists shall also include the following:

IFCAP PO #: ____________ (e.g., 166-E11234 (the IFCAP PO number is located in block #20 of the SF 1449)) Project Description: (e.g. Tier I Lifecycle Refresh)

Total number of Containers: Package ___ of ___. (e.g., Package 1 of 3)

NATIONAL ACQUISITIONS

N/A

GENERAL REQUIREMENTS

VA TECHNICAL REFERENCE MODEL

The Contractor shall support the VA enterprise management framework. In association with the framework, the Contractor shall comply with OIT Technical Reference Model (VA TRM). The VA TRM is one component within the overall Enterprise Architecture (EA) that establishes a common vocabulary and structure for describing the information technology used to develop, operate, and maintain enterprise applications. Moreover, the VA TRM, which includes the Standards Profile and Product List, serves as a technology roadmap and tool for supporting OIT. Architecture & Engineering Services (AES) has overall responsibility for the VA TRM.

SOCIAL SECURITY NUMBER (SSN) REDUCTION

The Contractor solution shall support the Social Security Number (SSN) Fraud Prevention Act (FPA) of 2017 which prohibits the inclusion of SSNs on any document sent by mail. The Contractor support shall also be performed in accordance with Section 240 of the Consolidated Appropriations Act (CAA) 2018, enacted March 23, 2018, which mandates VA to discontinue using SSNs to identify individuals in all VA information systems as the Primary Identifier. The Contractor shall ensure that any new IT solution discontinues the use of SSN as the Primary Identifier to replace the SSN with the Integrated Control Number (ICN) in all VA information systems for all individuals. The Contractor shall ensure that all Contractor delivered applications and systems integrate with the VA Master Person Index (MPI) for identity traits to include the use of the ICN as the Primary Identifier. The Contractor solution may only use a Social Security Number to identify an individual in an information system if and only if the use of such number is required to obtain information VA requires from an information system that is not under the jurisdiction of VA.

INTERNET PROTOCOL VERSION 6 (IPV6)

The Contractor solution shall support Internet Protocol Version 6 (IPv6) based upon the memo issued by the Office of Management and Budget (OMB) on November 19, 2020 (https://www.whitehouse.gov/wp-content/uploads/2020/11/M-21-07.pdf). IPv6 technology, in accordance with the USGv6 Program (https://www.nist.gov/programs-projects/usgv6-program/usgv6-revision-1), NIST Special Publication (SP) 500-267B Revision 1 “USGv6 Profile” (https://doi.org/10.6028/NIST.SP.500-267Br1), and NIST SP 800-119 “Guidelines for the Secure Deployment of IPv6” (https://doi.org/10.6028/NIST.SP.800-119), compliance shall be included in all IT infrastructures, application designs, application development, operational systems and sub-systems, and their integration. In addition to the above requirements, all devices shall support native IPv6 and dual stack (IPv6 / IPv4) connectivity without additional memory or other resources being provided by the Government, so that they can function in a mixed environment. All public/external facing servers and services (e.g. web, email, DNS, ISP services, etc.) shall support native IPv6 and dual stack (IPv6 / IPv4) users and all internal infrastructure and applications shall communicate using native IPv6 and dual stack (IPv6 / IPv4) operations.

SOFTWARE AND LICENSING REQUIREMENTS

The Contractor shall be responsible for the provision of all software licenses and any associated licensing maintenance required for any development, delivery, integration, operation, and/or maintenance associated with its proposed application(s), software products, software solution, and/or system including, but not limited to, any and all application(s), software and/or software products that comprise, are a part of, or integrate with the Contractor’s proposed application(s), software products, software solution, and/or system for the life of any resulting contract.

POINTS OF CONTACT

VA Program Manager:

Contracting Officer’s Representative:

Implementation Manager

Contracting Officer:

Contract Specialist:

ADDITIONAL ITEMS

SPECIAL INSTRUCTIONS/REMARKS

Response Instructions: Offerors shall provide an authorization letter or other means of verification from the Original Equipment Manufacturer (OEM) confirming it is an authorized dealer, authorized distributor, or authorized reseller for the proposed equipment/system in accordance with VA Acquisition Regulation (VAAR) 852.212-72 and 852.212-73. Additionally, the Offeror’s quote/proposal shall explicitly self-certify that it will not provide Gray Market Goods and/or Counterfeit Items, as defined by VA Acquisition Regulation (VAAR) 852.212-72 and 852.212-73, and that it has the level of certification/specialization, as required by the OEM(s). Failure to include the requisite OEM letter(s)/documentation and Offeror self-certification may render the Offeror’s quote Unacceptable and thus, ineligible for award.

INFORMATION SECURITY CONSIDERATIONS:

The Assessment and Authorization (A&A) requirements do not apply and a Security Accreditation Package is not required

All VA sensitive information shall be protected at all times in accordance with local security field office System Security Plans (SSP’s) and Authority to Operate (ATO)’s for all systems/LAN’s accessed while performing the tasks detailed in this Product Description.

a. A prohibition on unauthorized disclosure: “Information made available to the Contractor or Subcontractor by VA for the performance or administration of this contract or information developed by the Contractor/Subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA.” This clause expressly limits the Contractor/Subcontractor’s rights to use data as described in Rights in Data – General, FAR 52.227-14(d).(1).

b. A requirement for data breach notification: Upon discovery of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the Contractor/Subcontractor has access, the Contractor/Subcontractor shall immediately notify the COR and simultaneously, the designated ISO, and Privacy Officer for the contract. The term “security incident” means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures. See VA Handbook 6500.6, Appendix C, paragraph 6.a.

c. A requirement to pay liquidated damages in the event of a data breach: “In the event of a data breach or privacy incident involving SPI the contractor processes or maintains under this contract, the contractor shall be liable to VA for liquidated damages for a specified amount per affected individual to cover the cost of providing credit protection services to those individuals.” However, it is the policy of VA to forgo collection of liquidated damages in the event the Contractor provides payment of actual damages in an amount determined to be adequate by the agency.

Based on the determinations of the independent risk analysis, the Contractor shall be responsible for paying to VA liquidated damages in the amount of $37.50 per affected individual to cover the cost of providing credit protection services to affected individuals consisting of the following:

1) Notification;

2) One year of credit monitoring services consisting of automatic daily monitoring of at least 3 relevant credit bureau reports;

3) Data breach analysis;

4) Fraud resolution services, including writing dispute letters, initiating fraud alerts and credit freezes, to assist affected individuals to bring matters to resolution;

5) One year of identity theft insurance with $20,000.00 coverage at $0 deductible; and

6) Necessary legal expenses the subjects may incur to repair falsified or damaged credit records, histories, or financial affairs

d. A requirement for annual security/privacy awareness training: “Before being granted access to VA information or information systems, all Contractor employees and Subcontractor employees requiring such access shall complete on an annual basis either: (i) the VA security/privacy awareness training (contains VA security/privacy requirements) within 1 week of the initiation of the contract, or (ii) security awareness training provided or arranged by the contractor that conforms to VA’s security/privacy requirements as delineated in the hard copy of the VA security awareness training provided to the Contractor. If the Contractor provides their own training that conforms to VA’s requirements, they will provide the COR or CO, a yearly report (due annually on the date of the contract initiation) stating that all applicable employees involved in VA’s contract have received their annual security/privacy training that meets VA’s requirements and the total number of employees trained. See VA Handbook 6500.6, Appendix C, paragraph 9.

e. A requirement to sign VA’s Rules of Behavior: “Before being granted access to VA information or information systems, all Contractor employees and Subcontractor employees requiring such access shall sign on annual basis an acknowledgement that they have read, understand, and agree to abide by VA’s Contractor Rules of Behavior which is attached to this contract.” See VA Handbook 6500.6, Appendix C, paragraph 9, and Appendix D. Note: If a medical device vendor anticipates that the services under the contract will be performed by 10 or more individuals, the Contractor Rules of Behavior may be signed by the vendor’s designated representative. The contract must reflect by signing the Rules of Behavior on behalf of the vendor that the designated representative agrees to ensure that all such individuals review and understand the Contractor Rules of Behavior when accessing VA’s information and information systems.

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