EdgeMarket RFP 269EMPCS-25-002 UCaaS - Appendix A.xlsx
XLSX spreadsheet 44 KB Posted
- Attached to
- Unified Communication as a Service RFP (UCaaS)
- Solicitation number
- 269EMCPS-25-002
- Issued by
- Atlantic County, New Jersey
About this file
This document is Appendix A to the EdgeMarket RFP 269EMCPS-25-002 for Unified Communication as a Service (UCaaS), issued by NJEdge, a collaborative consortium serving educational and governmental institutions across New Jersey. The RFP seeks to establish a master purchasing agreement for a comprehensive cloud-based communication platform that integrates voice, video, messaging, and collaboration tools for members including public research universities, state and independent colleges, community colleges, K-12 school districts, hospitals, government agencies, and non-profit organizations. The solicitation is an omnibus procurement that anticipates multiple vendor awards, with the goal of providing a scalable, flexible communication solution that supports both in-office and remote work environments across multiple campuses.
The RFP contains extensive technical requirements covering areas such as handset specifications, call management features, unified communications capabilities, security compliance, implementation services, and support structures. Key technical expectations include 99.999% uptime, integration with existing systems like Microsoft Teams and Google Workspace, comprehensive e911 support, multi-factor authentication, accessibility compliance, and robust security protocols including SOC2 and HIPAA compliance. Vendors are required to provide detailed responses about their platform's capabilities, pricing structures, implementation methodologies, and ongoing support, with a particular emphasis on serving NJEdge's growing membership across the mainland United States. The contract will allow individual members to enter purchase agreements based on a master services agreement, with direct invoicing and payment responsibilities.
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DecisionDirector Requirements
| Seq | DocumentName | Level1 | ContentDetail |
| 0 | This APPENDIX A to the EdgeMarket RFP 269EMCPS-25-002 Unified Communication as a Service (UCaaS) RFP provides a listing of the questions, requirements, and information requests for this RFP as presented in the on-line response collection platform, DecisionDirector. |
All responses to the requirements below must be provided online via DecisionDirector as instructed in the EdgeMarket RFP 269EMCPS-25-002 Unified Communication as a Service (UCaaS) RFP document, Section 4.2 ADDITIONAL SUBMITTAL INSTRUCTIONS - DECISIONDIRECTOR.
See also https://help.decisiondirector.com/help/edgemarket-etas-rfp-269emcps-25-001
| 1 | Bidder Company Information | Company Profile | Provide an introduction and general description of your Company's background, nature of business activities, number of employees, year the organization was founded, scope of services and experience in providing services to public research universities, state and independent colleges and universities, two-year community colleges, schools, K-12 school districts, hospitals, government agencies, non-profits and businesses. Provide a narrative addressing bidder's ability and experiencing in servicing contracts of a similar nature and size and present your understanding of the major objectives of this RFP and your approach to fulfilling the RFP requirements. | |
| 2 | Bidder Company Information | Company Profile | Provide a history of your proposed service/platform. | |
| 3 | Bidder Company Information | Company Profile | Provide a list of customers of your proposed service/platform in higher education. | |
| 4 | Bidder Company Information | Company Profile | Edge is growing its membership beyond New Jersey and is seeking to partner with a vendor who can provide services within the mainland USA. State how your company can support Edge's growing membership and state whether your company is local, regional, national, or international. Include information on any affiliates and/or subsidiaries. | |
| 5 | Bidder Company Information | Company Profile | State locations from which the service will be administered if your company is awarded a contract. | |
| 6 | Bidder Company Information | Company Profile | Provide details on whether subcontractors are used for any of your services and how they are integrated with your company. | |
| 7 | Bidder Company Information | Company Profile | Describe your company's service standards. Include your company's Mission Statement. Also include a vision statement if available. | |
| 8 | Bidder Company Information | Company Profile | Provide details of your competitive differentiation by listing your major competitors and highlight what differentiates you, your solution and services from each of those competitors. | |
| 9 | Bidder Company Information | Service Capability | Upon award the winning bidder(s) and Edge will agree to a Master Services Agreement (MSA). Individual members or participants will enter into purchase agreements with an awarded provider based on the terms in the MSA. Provider must agree to invoice each member or participant directly and the provider must agree that each member or participant will have the sole responsibility for payment of services provided. The usage bills must conform to a mutually agreed billing format based upon the provider's proposed business model. Billing is a key criterion for members and compliance with this requirement is mandatory. Indicate your acceptance of this requirement. | |
| 10 | Solution Requirements | General | Overview | Provide an overview of your Ucaas Solution. Provide brief descriptions of the modules/solutions including in your offering. |
| 11 | Solution Requirements | General | Group 1 | Solution is scalable to accommodate future expansion. Discuss. |
| 12 | Solution Requirements | General | Group 1 | Describe what differentiates your proposed platform from your competitors. |
| 13 | Solution Requirements | General | Group 1 | Please explain the overall features and functions of the proposed solution including and distinguishing between current and planned functionality. |
| 14 | Solution Requirements | General | Group 1 | Discuss the process in place to continually assess and improve your services. |
| 15 | Solution Requirements | General | Group 1 | Provides voicemail to email conversion with the ability to send to the receiver's email with details of the voice message. |
| 16 | Solution Requirements | General | Group 1 | Provides mobile capabilities (i.e., being able to make and receive calls on a mobile device) |
| 17 | Solution Requirements | General | Group 1 | Provides a desktop application. |
| 18 | Solution Requirements | General | Group 1 | Provides a mobile application. |
| 19 | Solution Requirements | General | Group 1 | Provides Toll Free incoming calls. |
| 20 | Solution Requirements | General | Group 1 | Provides telephone handsets at no cost. If there are handset costs please provide details in Attachment A -- Cost Schedule. |
| 21 | Solution Requirements | General | Group 1 | Some institutions may wish to use their existing handsets (BOYD) if compatible. Please provide a list of compatible handsets or the specifications for handsets that can work with your offering. |
| 22 | Solution Requirements | General | Group 1 | Does the charging structure provide for a free setup of a new user or a waiver of the setup fee if there is one? |
| 23 | Solution Requirements | General | Group 1 | The solution allows individual users to have both a 4 digit extension and a Direct Individual Dialed (DID) number? |
| 24 | Solution Requirements | General | Group 1 | Is there a charge for initial porting of existing DID. |
| 25 | Solution Requirements | General | Group 1 | Is there a charge for requesting a new DID? |
| 26 | Solution Requirements | General | Group 1 | Ability for an institution reserve a number of DID's for new employees. If there is a cost for this service please provide details in Attachment A -- Cost Schedule. |
| 27 | Solution Requirements | General | Group 1 | Proposed solution include a portal for all users. |
| 28 | Solution Requirements | General | Group 1 | Portal show options and information according to user type, (i.e., users such as administrators will see functionality relevant to them and these are hidden from other users). |
| 29 | Solution Requirements | General | Group 1 | Platform supports group paging. |
| 30 | Solution Requirements | General | Group 1 | Platform support multi-line hunt groups. |
| 31 | Solution Requirements | General | Group 1 | Platform provides on-hold music. |
| 32 | Solution Requirements | General | Group 1 | Platform has centralized content for hold music and does an institution have the ability to configure the hold music. |
| 33 | Solution Requirements | General | Group 2 | Customers have the ability to manage, configure, or change the hold music. |
| 34 | Solution Requirements | General | Group 2 | Customers can add additional/new on-hold music to centralized content. |
| 35 | Solution Requirements | General | Group 2 | Administrators can configure what the on-hold caller hears based on time on hold. |
| 36 | Solution Requirements | General | Group 2 | Administrators can configure marketing messages for on-hold calls going to specific extensions or DIDs. |
| 37 | Solution Requirements | General | Group 2 | Supported calendars integrate with O365 calendar. |
| 38 | Solution Requirements | General | Group 2 | Supported calendars integrate with Google calendar. |
| 39 | Solution Requirements | General | Group 2 | Provides a centralized voicemail. Please provide details of the features of your centralized voicemail. |
| 40 | Solution Requirements | General | Group 2 | Individual voicemail boxes are accessed from both inside and outside the institution. |
| 41 | Solution Requirements | General | Group 2 | Individual voicemail boxes can be accessed from multiple devices, handset, desktop computer, laptop computers and mobile devices? |
| 42 | Solution Requirements | General | Group 2 | Warranties and a maintenance policy is provided for any and all equipment provided. |
| 43 | Solution Requirements | General | Group 2 | Network is monitored 24x7. Describe your fault management and restoration services. |
| 44 | Solution Requirements | General | Group 2 | Provides access to directory assistance. Please provide details of how this service is implemented. |
| 45 | Solution Requirements | General | Group 2 | Ability to reach all countries using international dialing features. If there are any countries that cannot be dialed please list them and also indicate what strategies could be used to avoid problems in these areas. |
| 46 | Solution Requirements | General | Group 2 | The service has documented trouble reporting procedures. Please provide a copy. |
| 47 | Solution Requirements | General | Group 2 | Provides intelligent features such as call redirection, time of day routing. |
| 48 | Solution Requirements | General | Group 2 | Ability to provide lines for use by postage machines, alarms and security monitoring services. Describe how this is configured and kept active when there are power outages. |
| 49 | Solution Requirements | General | Group 2 | Ability to support SSO. Describe the options available. |
| 50 | Solution Requirements | General | Group 2 | Platform supports a Softphone on a desktop. |
| 51 | Solution Requirements | General | Group 3 | Edge requires a consistent up time of the service at 99.999%. Can your platform adhere to this SLA? |
| 52 | Solution Requirements | General | Group 3 | NJEdge Members may require a Proof of Concept (POC) trial for a vendor's service. Is vendor willing to provide POC trials? |
| 53 | Solution Requirements | General | Group 3 | Please identify any third party applications and the integration to the proposed solution. Include all associated costs in Attachment A -- Cost Schedule. |
| 54 | Solution Requirements | General | Group 3 | Describe your approach to determining site requirements (features, trunks, local wiring, local equipment etc. |
| 55 | Solution Requirements | General | Group 3 | Describe your detailed billing information and the options a customer has. |
| 56 | Solution Requirements | General | Group 3 | Describe how you would analyze the network for P.01 or better grade of service. |
| 57 | Solution Requirements | General | Group 3 | Describe your policy of fraudulent calling and what steps you take to minimize these types of calls. |
| 58 | Solution Requirements | General | Group 3 | Describe your organization's support structure and how those services are coordinated across the USA. |
| 59 | Solution Requirements | General | Group 3 | If the proposed solution requires a Member to purchase any equipment, please describe the relevant warranty and maintenance policy. |
| 60 | Solution Requirements | General | Group 3 | As a consortium, NJEdge seeks to enhance the value of its existing infrastructure. Describe below how your bid might provide this enhanced value. For example, your plan could permit free calling among NJEdge Members and other national peering groups or provide other peering plans such as free calling between landline and cell phones nationally. |
| 61 | Solution Requirements | General | Group 3 | Members are located in each of New Jersey's three (3) LATA's. Please describe your ability to serve the State and specifically indicate any areas you cannot serve. Also describe how you would provide customer service and field visits when needed. |
| 62 | Solution Requirements | General | Group 3 | Do you own your own communications facilities or do you lease capacity on another provider's network? Describe what areas of New Jersey would be covered by your own infrastructure and what areas of New Jersey you would lease capacity. |
| 63 | Solution Requirements | General | Group 3 | Describe any partnering agreements in place with Telecommunications Authorities, PTTs, other commercial carriers, or participation in national organizations such as MiCTA or QUILT. |
| 64 | Solution Requirements | General | Group 3 | If Members were to utilize your services, under what circumstances might they need to change any existing DID number ranges? |
| 65 | Solution Requirements | General | Group 3 | What is your Mean Time to Repair? |
| 66 | Solution Requirements | General | Group 3 | Explain how your network applies answer supervision and disconnect supervision for each type of call. How do you detect calls that have been in place for an extraordinary period of time? How will you resolve any possible billing disputes due to failure to disconnect? |
| 67 | Solution Requirements | General | Group 3 | Describe how you can implement an emergency 800 or Toll-Free call redirection for Members. |
| 68 | Solution Requirements | General | Group 3 | What is the typical process and installation interval to make changes on switched access lines, implement dedicated access circuits and reprogram VOIP functions? |
| 69 | Solution Requirements | General | Group 3 | Describe your trouble/issues reporting procedures. |
| 70 | Solution Requirements | General | Group 3 | Web access to Members is mandatory. Please describe what services will be accessible via the web. |
| 71 | Solution Requirements | General | Group 4 | SIP circuits can be delivered directly to Members' locations, or via NJ Edge's broadband network. For the latter, it is important to note that NJEdge currently maintains Points of Presence (POPs) at carrier hotels located at: 1.165 Halsey St. Newark NJ 2.401 N. Broad St. Philadelphia PA 3.NJFX colocation at 1410 Wall Church Rd, Wall Township, NJ. Further, please note that NJEdge's network is capable of providing Quality of Service (QoS) to voice traffic within a real-time class of service. Describe how you would deliver SIP services over NJEdge's backbone, including all devices and cross-connect requirements at the NJEdge's POP's and the Members campus. Your design should include QOS bandwidth requirements so we can ensure we effectively deliver the service you are proposing. |
| 72 | Solution Requirements | General | Group 4 | Please acknowledge whether VoIP services via NJEdge's network would provide Service Level Agreements (SLAs) equivalent to those provided over direct facilities. The successful bidder will be required to provide an analysis as to whether the use of NJEdge's network would provide superior or inferior service for each order made under a resulting contract. |
| 73 | Solution Requirements | General | Group 4 | Describe connectivity options to connect to NJ Edge's core network in one or both of our POPs. Meet Me Room expenses should be included in your quote when delivering your VoIP service over our backbone. |
| 74 | Solution Requirements | General | Group 4 | Can SIP trunking via NJEdge's network provide the equivalent SLA to those provided over direct connections? Discuss alternative solutions. |
| 75 | Solution Requirements | General | Group 4 | Please provide details on your ability to service 21 counties in the State of New Jersey with your VOIP solution. |
| 76 | Solution Requirements | General | Group 4 | Please provide details on how you monitor your service and maintain consistent voice quality through your platform and services. |
| 77 | Solution Requirements | General | Group 4 | When significant quality issues are detected does your platform seek alternative routes? Please describe your redundancy failover. It is the intent of this proposal to have a system that has failover capabilities in case of system failure and to have an acceptable level of redundancy in case of power failure or other incidents. NJEdge's intention is to have a solution that is operational 24/7. |
| 78 | Solution Requirements | General | Group 4 | Member may expect to port all their existing numbers, in the event that a Member chooses to move to new numbers in a new exchange, those numbers will have to be compatible with their current four-digit dialing plan. Please describe your approach to this request and identify any costs associated with porting phone numbers in Attachment B - Cost Schedule. |
| 79 | Solution Requirements | General | Group 4 | NJEdge Members require a service level agreement in place to manage the solution and all involved equipment, with automated processes to detect and avoid issues before they degrade service levels, as well as a process to rectify issues and faults. These guaranteed performance levels must be proactively measured and reported in no more than a monthly average, and providers must describe how they propose to do this. To summarize, NJEdge Members expect that there be a tier of escalation with guaranteed service levels for time to repair any particular type of problem. For an individual phone, vendor will have 24 hours to repair or replace the phone (or service) to full working order. If that means a replacement phone, then phone must be on site the next day. Member should receive a phone call for any phone that is down within less than four hours. Network circuits will be treated with the highest priority by the vendor and vendor will work in a continuous effort until circuits are restored when a downtime occurs. Guaranteed service levels should be relevant to the business, and all service levels that are critical to the business should be specified as requirements in writing. Please respond in this section with details of the processes in place to manage your network and equipment; your SLAs and additionally, provide an escalation tree that includes names and positions of key contacts within your organization that will be prepared to receive and act upon an escalation call and at what severity of issue these people will be available to NJEdge Members. |
| 80 | Solution Requirements | General | Group 4 | NJEdge expects the vendor to provide a help desk (24/7) to designated Member administrators for:*Receiving and responding to product inquiries*Fault reporting*Ad hoc user training and assistance*Handling billing inquiries and disputes*Support of hard moves, adds and changes (MACs)Please provide details of the services of your helpdesk and who is allowed to call the helpdesk. |
| 81 | Solution Requirements | Service Delivery | Ability to utilize NJEdge's statewide Research and Education Network.(1)NJEdge connected Members connect to the network via several POP's in New Jersey and Pennsylvania via last mile service provider circuits. (2)The core of the network supports a 400Gb, nonblocking infrastructure and private peering with all major cloud service providers. (3)NJEdge's network has a presence in the following three POP's for interconnection with the vendors for on net service delivery: ?165 Halsey Street, Newark NJ, 9th Floor MMR3?401 North Broad Street, Philadelphia PA, Netrailty MMR ?1410 Wall Church Rd, Wall Township, NJ, NJFX colocation | |
| 82 | Solution Requirements | Service Delivery | Ability for vendor (or through a partner) to provide last mile access circuits. NJEdge expects vendor to have all dealings and contracts with that partner if one is to be used. | |
| 83 | Solution Requirements | Service Delivery | Vendor is willing to provide services when Members are able to provide their own Internet access. | |
| 84 | Solution Requirements | Service Delivery | Ability to deliver services to Members via one or more of the following different methodologies:1.Option 1: NJEdge's statewide Research and Education NetworkNJEdge connected Members connect to the network via several POP's in New Jersey and Pennsylvania via last mile service provider circuits.The core of the network supports a 400Gb, nonblocking infrastructure and private peering with all major cloud service providersNJEdge's network has a presence in the following three POP's for interconnection with the vendors for on net service delivery:165 Halsey Street, Newark NJ, 9th Floor MMR3401 North Broad Street, Philadelphia PA, Netrailty MMR1410 Wall Church Rd, Wall Township, NJ, NJFX colocation2.Option 2: Carrier provided last mile access circuits3.Option 3: Member provided Internet accessPlease describe which of the methodologies respondent is able to deliver services. Describe any alternatives. | |
| 85 | Solution Requirements | Service Delivery | Provide details of the network infrastructure you would plan to deploy as well as the redundancies built in. Notate any hardware needs that are required to support any of the connection methods. If a 3rd party provider will be used to carry the last mile, please supply name(s) of said provider(s) along with the technology and bandwidths to be deployed | |
| 86 | Solution Requirements | Phone Calling Features | Group 1 | Provide an overview of phone calling features provided with your solution. |
| 87 | Solution Requirements | Phone Calling Features | Group 1 | All provided handsets can be powered through power over Ethernet. If there are additional power options please describe. |
| 88 | Solution Requirements | Phone Calling Features | Group 1 | Provided handsets have speaker phone capabilities. |
| 89 | Solution Requirements | Phone Calling Features | Group 1 | Provided handsets have speed dial capabilities. |
| 90 | Solution Requirements | Phone Calling Features | Group 1 | Provided handsets have voice dial capabilities. |
| 91 | Solution Requirements | Phone Calling Features | Group 1 | Provided handsets have voice dial by name capabilities. |
| 92 | Solution Requirements | Phone Calling Features | Group 1 | Provided handsets have programmable buttons with paperless labels. |
| 93 | Solution Requirements | Phone Calling Features | Group 1 | Provided handsets have soft phone features that can be programmed by the user. Provide details.. |
| 94 | Solution Requirements | Phone Calling Features | Group 1 | Phone directory is available to all users through the handset. |
| 95 | Solution Requirements | Phone Calling Features | Group 1 | Availability of a one button push to connect or auto connect to any extension or DID in the directory. |
| 96 | Solution Requirements | Phone Calling Features | Group 1 | Ability to maintain (add or remove) contacts in the directory. |
| 97 | Solution Requirements | Phone Calling Features | Group 1 | The directory is available at two levels, institution wide where administrators can maintain and personal, where individual users can maintain. |
| 98 | Solution Requirements | Phone Calling Features | Group 1 | Displays caller ID display on handsets. |
| 99 | Solution Requirements | Phone Calling Features | Group 2 | Ability to have ad hoc audio conference calling using standard handsets. Describe any restrictions in making ad hoc conference calls using the handsets. |
| 100 | Solution Requirements | Phone Calling Features | Group 2 | Audio conferencing using standard handsets allow for a minimum of 8 connections. |
| 101 | Solution Requirements | Phone Calling Features | Group 2 | Ability to record conference calls. |
| 102 | Solution Requirements | Phone Calling Features | Group 2 | Describe features to record calls on demand and have restricted access to listen to those calls. Describe how this will work. |
| 103 | Solution Requirements | Phone Calling Features | Group 2 | Ability for a user to record their own voice greeting message (out of office, meeting, vacation etc.). |
| 104 | Solution Requirements | Phone Calling Features | Group 2 | Ability to control all phone features from the phone and also on the web. |
| 105 | Solution Requirements | Phone Calling Features | Group 2 | Ability for a user to set a "Follow Me" (ability to send or forward calls to where the user is located). Please provide details. |
| 106 | Solution Requirements | Phone Calling Features | Group 2 | Ability to set a "Shared Call Appearance" (assign phone line to multiple phones). Please provide details. |
| 107 | Solution Requirements | Phone Calling Features | Group 2 | Ability to set a selective "Shared Call Appearance" (only for selected incoming calls)? Please provide details. |
| 108 | Solution Requirements | Phone Calling Features | Group 2 | Platform support Bridged "Shared Line Appearance" (a standalone extension that is shared among multiple users). Please provide details. |
| 109 | Solution Requirements | Phone Calling Features | Group 2 | Administrators can set call restrictions globally for all users. Please provide details. |
| 110 | Solution Requirements | Phone Calling Features | Group 2 | Administrators can set call restrictions for individual users. |
| 111 | Solution Requirements | Phone Calling Features | Group 2 | Administrator can restrict international calling to specific users. |
| 112 | Solution Requirements | Phone Calling Features | Group 2 | Allows the setup of a receptionist to handle calls for a specific location or department? Please provide details. |
| 113 | Solution Requirements | Phone Calling Features | Group 2 | Allows a secretary/personal assistant to take a manager's calls. |
| 114 | Solution Requirements | Phone Calling Features | Group 2 | Allows a secretary/personal assistant to optionally have all calls to go directly to the manager at specific times (lunch, vacation etc.). |
| 115 | Solution Requirements | Phone Calling Features | Group 2 | Use of an optional PIN can be configured to sign on to a phone. Describe the process to sign on and sign off. |
| 116 | Solution Requirements | Phone Calling Features | Group 3 | Ability to transfer calls to mobile devices along with the ability to pull calls back after they have been transferred |
| 117 | Solution Requirements | Phone Calling Features | Group 3 | Allows any authorized users to setup a conference bridge for conferences and meetings. |
| 118 | Solution Requirements | Phone Calling Features | Group 3 | Allows a conference bridge to be setup from the provided handset. Please provide details. |
| 119 | Solution Requirements | Phone Calling Features | Group 3 | Provides the capability to add users to a conference after the conference has started. |
| 120 | Solution Requirements | Phone Calling Features | Group 3 | Ability to designate a conference bridge as confidential. Please provide details. |
| 121 | Solution Requirements | Phone Calling Features | Group 3 | Ability to specify only certain users are allowed to join a conference call that is designated as confidential. Provide details. |
| 122 | Solution Requirements | Phone Calling Features | Group 3 | Allows "Barge In", where a supervisor can optionally listen in on calls being made by their direct reports. Please provide details.. |
| 123 | Solution Requirements | Phone Calling Features | Group 3 | Provides auto call queuing. |
| 124 | Solution Requirements | Phone Calling Features | Group 3 | Support Anonymous Call Rejection. |
| 125 | Solution Requirements | Phone Calling Features | Group 3 | Provides the ability to use a call return option either from the handset or from a recorded voicemail. |
| 126 | Solution Requirements | Phone Calling Features | Group 3 | Provides a "Find me" option. Provide details. |
| 127 | Solution Requirements | Phone Calling Features | Group 3 | Provides a "Follow me" option. Provide details. |
| 128 | Solution Requirements | Phone Calling Features | Group 3 | Provide call forwarding to an internal 4 digit extension or external DID. |
| 129 | Solution Requirements | Phone Calling Features | Group 3 | Ability to forward a user's phone to their home or cell phone along with the ability to cancel call forwarding either at the office or when working remotely. Describe your web-based tool to forward and cancel call forwarding as well as a manual method to do the same task. |
| 130 | Solution Requirements | Phone Calling Features | Group 3 | Provides call waiting. If there is a fee for this service please provide details in Attachment A Costs. |
| 131 | Solution Requirements | Phone Calling Features | Group 4 | Provides call features option for "Do not Disturb". |
| 132 | Solution Requirements | Phone Calling Features | Group 4 | Provides call features option for "In a Meeting". |
| 133 | Solution Requirements | Phone Calling Features | Group 4 | provides call features option for "On Vacation". |
| 134 | Solution Requirements | Phone Calling Features | Group 4 | Supports call rejection. |
| 135 | Solution Requirements | Phone Calling Features | Group 4 | Supports selective call rejection. |
| 136 | Solution Requirements | Phone Calling Features | Group 4 | Supports call parking. |
| 137 | Solution Requirements | Phone Calling Features | Group 4 | Supports call recording. |
| 138 | Solution Requirements | Phone Calling Features | Group 4 | Supports call routing. |
| 139 | Solution Requirements | Phone Calling Features | Group 4 | Supports call transfer. |
| 140 | Solution Requirements | Phone Calling Features | Group 4 | Supports redial for up to the last five numbers called. |
| 141 | Solution Requirements | Phone Calling Features | Group 4 | Option to send call notification to email or SMS. |
| 142 | Solution Requirements | Phone Calling Features | Group 4 | Supports three-way or multi-way calling. Indicate maximum. |
| 143 | Solution Requirements | Phone Calling Features | Group 4 | Service/phone indicates the number of unread voicemails. |
| 144 | Solution Requirements | Phone Calling Features | Group 4 | Supports voicemail only service for a user using an extension to access that voicemail. |
| 145 | Solution Requirements | Phone Calling Features | Group 4 | Supports virtual extensions. A virtual extension is an extension without a physical phone that can use all the other services (voicemail, making calls from a mobile app or using desktop dialing). |
| 146 | Solution Requirements | Phone Calling Features | Group 4 | Supports single call pickup |
| 147 | Solution Requirements | Phone Calling Features | Group 4 | Supports group call pickup. |
| 148 | Solution Requirements | Phone Calling Features | Group 4 | Supports click to dial or call? |
| 149 | Solution Requirements | Phone Calling Features | Group 4 | Supports Hot Desk/Hoteling (the ability to log into any phone on the network, and have the user profile and settings populated onto that device.) |
| 150 | Solution Requirements | Phone Calling Features | Group 4 | Supports remote workers. Please provide details. |
| 151 | Solution Requirements | Phone Calling Features | Group 4 | Supports Live Screening, i.e. the ability to see caller ID information, before the call is connected and either to accept or reject it, if rejected it goes directly to voicemail; the ability to block unwanted calls forever and the ability to reply with a "Text-to-Speech" messages.)? |
| 152 | Solution Requirements | Phone Calling Features | Group 4 | Supports distinct ring to identify an internal call from an external call. |
| 153 | Solution Requirements | Phone Calling Features | Group 4 | Ability for ring tones to be customized either by the user or centrally? What are there available choices for the user? |
| 154 | Solution Requirements | Handsets | NJEdge is seeking a vendor who can provide options of a minimum of 3 different standard handset models including a cost-efficient sidecar if more line presence buttons are needed. The consortium is looking for phones that are sturdy and solid in nature. Phones must have an internal 1 Gb switch so that they can be placed between a POE wall jack and computer. Local power should also be an option. Line presence buttons, ranging from a minimum of six lines up to twelve lines plus sidecar should differentiate the models. NJEdge would be interested in any handset options that address the visually impaired or comply with TTY technology. Cordless options and headset compatibility should be provided. An executive color display model should also be available if not one of the three proposed models. Additionally, conference room speaker phones need to be supplied. Inclusion of the phone set cost in the monthly price is preferred but NJEdge is also requesting the option of outright purchase as well. Pricing should include service provider installation as well as Member installation of, preconfigured, drop shipped phones. For leased options, at the end of each contract period, if a Member decides to renew their order under the Master Contract, vendor will replace phones with the latest technology and same feature set per location only with models accepted and approved by the Member. Please respond in this section with handset options, along with feature sets. Pictures of handsets and comparison charts are acceptable as part of your response. | |
| 155 | Solution Requirements | Handsets | Describe what handset models can support, either wired or wireless headsets | |
| 156 | Solution Requirements | Handsets | Describe any available add-on equipment available for the handsets. | |
| 157 | Solution Requirements | Call Management | Provide an overview of the Call Management features in your solution. NJEdge expects the vendor to provide a portal for Members to make programming changes to telephones along with a live person to be available should they choose not to make the changes themselves. The portal must have a template feature to allow consistency of programming phones within a department and the portal must allow phones to be grouped in the concept of a department within the portal. The portal setup is expected to be completed by the vendor during implementation phase of the project to the Member's specifications and only to be implemented with their prior approval. At a minimum, this may include grouping phones by departments using standard departmental templates. Please describe the portal that is part of your solution. Screen shots and diagrams are acceptable as part of your reply. Please include descriptions of your grouping and template capabilities. | |
| 158 | Solution Requirements | Call Accounting | Provide an overview of the call accounting. Include copies of example reports and screenshots. NJEdge expects the vendor to provide a consistent account team and service manager for the NJEdge membership account for the lifetime of the contract. The role of the account manager is to handle administrative activities and the role of the service manager is to be a single point of contact for service failure escalation. There needs to be a single constant billing contact to work through billing issues. Additionally, a clear escalation path up to and including senior level management must be furnished. Please describe how you plan to support this requirement. | |
| 159 | Solution Requirements | Voicemail | Provide an overview of the voicemail capabilities. Members will require voice mail boxes for each phone deployed within their system. Additionally, some individual users may not have the need for a physical phone yet still require access to a phone number and voice mail box for interacting with other employees and external entities. These virtual voicemail capabilities should be provided at a discounted cost compared to full physically deployed phones and service. Additionally, NJEdge is interested in the ability to link voicemail to e-mail so a user can see and retrieve their voicemail from any device that receives e-mail. Please comment on your ability to provide these services. | |
| 160 | Solution Requirements | Fax | Solution provide cloud fax services. Provide an overview of this service. | |
| 161 | Solution Requirements | Fax | Fax service is paperless. Please list the document types that can be handled. | |
| 162 | Solution Requirements | Fax | Ability to send faxes from an email address. Provide details. | |
| 163 | Solution Requirements | Fax | Received faxes can be sent to an email address. Indicate if this is a manual process or can be done automatically. | |
| 164 | Solution Requirements | Fax | Is a fax server solution available where faxes can be sent directly to individuals via email? | |
| 165 | Solution Requirements | Fax | Does the solution provide unlimited faxing as an option? Please provide cost details in Attachment A -- Cost Schedule. | |
| 166 | Solution Requirements | Fax | Can an existing fax machine be connected through a POTS line to send and receive faxes. | |
| 167 | Solution Requirements | Fax | Delivery confirmation available to a user sending a fax. | |
| 168 | Solution Requirements | Fax | Ability to recover a fax sent or received from the fax server within 30 days in the event that a user has misplaced a fax. | |
| 169 | Solution Requirements | Fax | Ability to print a report with information on faxes sent or received. | |
| 170 | Solution Requirements | Fax | Ability for an administrator to print a consolidated report of all faxes sent and received by fax number. | |
| 171 | Solution Requirements | Fax | Faxes sent via email to be formatted to show subject line, fax to person, copies to persons, date, time, from person, comments and the fax details. Please provide details on how this is accomplished. | |
| 172 | Solution Requirements | Fax | Describe how your solution supports legacy fax devices using RJ11 connections. | |
| 173 | Solution Requirements | Unified Communications | Solution provides Unified Communications (UC). Provide an overview of your solution. | |
| 174 | Solution Requirements | Unified Communications | UC include voice features. Please provide detailed information on this service. | |
| 175 | Solution Requirements | Unified Communications | UC includes mobile features. Please provide any additional information. | |
| 176 | Solution Requirements | Unified Communications | UC includes team collaboration features. Please provide details. | |
| 177 | Solution Requirements | Unified Communications | UC includes Instant Massaging or SMS features. Please provide details. | |
| 178 | Solution Requirements | Unified Communications | UC includes a voice chat feature. | |
| 179 | Solution Requirements | Unified Communications | UC includes a video chat feature. | |
| 180 | Solution Requirements | Unified Communications | UC integrates with MS Teams. | |
| 181 | Solution Requirements | Unified Communications | UC integrates with Zoom. | |
| 182 | Solution Requirements | Unified Communications | UC integrate with Go To Meeting. | |
| 183 | Solution Requirements | Unified Communications | UC integrates with Adobe Connect. | |
| 184 | Solution Requirements | Unified Communications | UC integrates with Amazon Chime. | |
| 185 | Solution Requirements | Unified Communications | UC integrates with Google Meet and Google Workspaces | |
| 186 | Solution Requirements | Unified Communications | UC integrates with LiveStorm. | |
| 187 | Solution Requirements | Unified Communications | UC integrate with Confrere. | |
| 188 | Solution Requirements | Unified Communications | Platform has its own cloud based video conferencing. Please provide details. | |
| 189 | Solution Requirements | Unified Communications | Platform have an API Library. Please provide details. | |
| 190 | Solution Requirements | Unified Communications | Platform has the functionality to determine an individual's presence and display that information to others in the organization. | |
| 191 | Solution Requirements | Unified Communications | Platform has the functionality to determine an individual's presence and display that information to others in a restricted team only. Please provide details. | |
| 192 | Solution Requirements | Unified Communications | Ability to combine voice and email messages into a single mailbox that can be accessed from a variety of devices. | |
| 193 | Solution Requirements | Unified Communications | Ability to integrate audio and video in a conference. | |
| 194 | Solution Requirements | Unified Communications | Ability to use softphone technology. Please describe. | |
| 195 | Solution Requirements | Unified Communications | Ability to seamlessly move between a physical desk phone and a softphone. Please describe. | |
| 196 | Solution Requirements | Unified Communications | Ability to use screen-sharing and drawing features. Please describe. | |
| 197 | Solution Requirements | Unified Communications | Ability for a user to seamlessly move a caller between desk phones/softphones and other communication methods (voice, video, chat for example). | |
| 198 | Solution Requirements | Unified Communications | Includes transcription features. Please explain. | |
| 199 | Solution Requirements | Unified Communications | Includes language translation features. Describe how this is done and the languages covered. | |
| 200 | Solution Requirements | Call/Contact Center | Provide an overview of your Contact Center solution. | |
| 201 | Solution Requirements | Call/Contact Center | Members may look to benefit from moving to a Cloud based Call/Contact Center. Please provide an overview of your contact center capabilities including a list of included features. Please add any additional information your organization deems necessary to provide Members with a full understanding of your capabilities. NJEdge's expectation is the call/contact center solution is fully integrated with hosted voice. If this is not the case, please outline any additional costs in Attachment A - Cost schedule. | |
| 202 | Solution Requirements | Call/Contact Center | Proposed solution allows a Member to implement a Call/Contact Center (CCC). | |
| 203 | Solution Requirements | Call/Contact Center | Includes CRM integration. List CRM platforms already integrated.. | |
| 204 | Solution Requirements | Call/Contact Center | Includes historical reporting. Please provide details of reports available out-of-the-box. | |
| 205 | Solution Requirements | Call/Contact Center | Ability to handle multi-channel communications (telephone, email, chat, social media (Facebook, Twitter (X), Linkedin, etc.). | |
| 206 | Solution Requirements | Call/Contact Center | Includes the ability to complete a post call survey. Please provide details. | |
| 207 | Solution Requirements | Call/Contact Center | Provide functions for real time monitoring of agents. Please provide details. | |
| 208 | Solution Requirements | Call/Contact Center | Includes a video chat feature. | |
| 209 | Solution Requirements | Call/Contact Center | Includes a skill/topic based routing feature. | |
| 210 | Solution Requirements | Call/Contact Center | Includes a time based routing feature. | |
| 211 | Solution Requirements | Call/Contact Center | Includes a round robin based routing feature. Please provide details. | |
| 212 | Solution Requirements | Call/Contact Center | Includes an automatic call distributor. Please provide details. | |
| 213 | Solution Requirements | Call/Contact Center | Has a computer telephone integration to a Service Desk platform. Please provide details. | |
| 214 | Solution Requirements | Call/Contact Center | Includes a FAQ knowledge base. Please provide details. | |
| 215 | Solution Requirements | Call/Contact Center | Includes a web call back feature. Please provide details. | |
| 216 | Solution Requirements | Call/Contact Center | Include predictive dialing from a list. | |
| 217 | Solution Requirements | Call/Contact Center | Describe the call recording, screen monitoring, and silent monitoring capabilities. All contact center agent calls may need to be recorded at all times. | |
| 218 | Solution Requirements | Call/Contact Center | Explain retention periods for recorded calls and screen monitoring. Explain recorded call and screen capture retrieval and length of time before the call or screen monitoring event can be retrieved. Explain in detail where the recorded calls and screen monitoring will be stored and how they can be accessed. | |
| 219 | Solution Requirements | Call/Contact Center | Ability for a supervisor to change the status of an Agent. | |
| 220 | Solution Requirements | Call/Contact Center | Ability to create new Agents on demand during high call volumes. | |
| 221 | Solution Requirements | Call/Contact Center | Ability to customize Agent status. Describe the options available. | |
| 222 | Solution Requirements | Call/Contact Center | Availability of a Call Back option. | |
| 223 | Solution Requirements | Call/Contact Center | Ability to change greetings/initial messages for contact center lines on demand. | |
| 224 | Solution Requirements | Call/Contact Center | Ability to send instant messages to individuals and groups. Supervisors and managers need the ability to broadcast an instant message to the group and receive acknowledgements back from everyone who received it. | |
| 225 | Solution Requirements | IVR | Includes Interactive Voice Response (IVR) features. Describe the IVR solution in detail including speech recognition (and alphanumeric) capabilities. | |
| 226 | Solution Requirements | IVR | Interactive Voice Response (IVR) feature includes text to speech and speech to text. Please provide details. | |
| 227 | Solution Requirements | IVR | Describe available IVR reporting including detailed reports on call volume and call transfers for example. | |
| 228 | Solution Requirements | IVR | Describe available error logs and maintenance tools to assist in troubleshooting the IVR. | |
| 229 | Solution Requirements | IVR | Describe options to change business hours and prompts in the IVR for closures, meetings, and emergencies. | |
| 230 | Solution Requirements | IVR | Describe how existing call scripts would be converted to the new system including multi-lingual. | |
| 231 | Solution Requirements | IVR | Describe how the IVR will be monitored for problems. | |
| 232 | Solution Requirements | Integration | Supports MS Outlook integration and synchronization. | |
| 233 | Solution Requirements | Integration | Supports G-Suite integration and synchronization. | |
| 234 | Solution Requirements | Integration | Provide details of any other integration capabilities | |
| 235 | Solution Requirements | e911 | Provide details of how you support and operate E911. | |
| 236 | Solution Requirements | e911 | What is required of the Member to support accurate handling of emergencies? | |
| 237 | Solution Requirements | e911 | NJEdge and Members require a solution where the 911 database will be created initially by the vendor at time of installation. The database needs to be updated automatically as phones move around an institution via integration with network design. It is not permissible for a phone to be plugged in and work in any particular scenario where the system is not properly configured with 911 functionality. Updates to phone moves should be automatic in this system and propagate to the PSAP when changes are made. Phone functionality should default to closed if 911 setup is not proper, if the location is not identified, or the phone is taken off property. Off property phones should be supported via authorized manual provisioning only. Off property phones should strongly encrypt the metadata and voice parts of the call. Please provide details of how the respondent will address this requirement. | |
| 238 | Solution Requirements | e911 | Solution has e911 service capabilities and must be compatible with the requirements of Alyssa's Law: (Location of desk phone, Location of softphones, | |
| 239 | Solution Requirements | e911 | Provides options for Panic buttons for classroom, the front desk, and other areas (optional). | |
| 240 | Solution Requirements | e911 | All recommended phones should be compliant on the information that needs to be forwarded to the e911 dispatcher. | |
| 241 | Solution Requirements | e911 | Describe the options associated with providing fault-tolerance for outgoing emergency calls in cases when the network between a campus and the data center is down, or a fiber cut for example. Costs for implementing emergency fault-tolerance should be added to Attachment A- costs. | |
| 242 | Solution Requirements | SIP Requirements | NJEdge Members have a diverse set of requirements across the continuum of voice services. For Members who have migrated to premises based voice hardware, SIP trunking is a critical service to provide calling services to these hardware platforms. Major Goal(s): 1.Provide SIP Trunk service to NJEdge Member organization. 2.Port all applicable numbers from current provider to new service.3.Provide options for redundancy for SIP trunk service, as required by the individual Members. | |
| 243 | Solution Requirements | SIP Requirements | Provider can provision the service via any of the three stated methodologies. | |
| 244 | Solution Requirements | SIP Requirements | Provider will assume/port/utilize the Member's current DID blocks and numbers. | |
| 245 | Solution Requirements | SIP Requirements | Vendor can provide a service which is flexible and allows for adjusting the number of available call paths based on time of day, day of week or time of year. | |
| 246 | Solution Requirements | SIP Requirements | Vendor has the responsibility for all programming and configuration of the system to maintain the existing dial plan of the Member. | |
| 247 | Solution Requirements | SIP Requirements | Vendor can provide free Domestic Long-Distance bundled with the service. | |
| 248 | Solution Requirements | SIP Requirements | Vendor can provide options for requiring an access code for International Long Distance. | |
| 249 | Solution Requirements | SIP Requirements | Vendor can provide provider-owned & maintained Customer Premise Equipment (CPE)? CPE equipment provides PRI handoff or native SIP over Ethernet output to connect to phone system equipment. | |
| 250 | Solution Requirements | SIP Requirements | Vendor can provide Member with a "guest/view-only" access to the CPE for internal troubleshooting purposes. | |
| 251 | Solution Requirements | SIP Requirements | Administration of the service can be performed through an encrypted, browser based administrative portal utilizing SSL. | |
| 252 | Solution Requirements | SIP Requirements | Vendor can provide 24x7x365 monitoring of SIP trunk & CPE. | |
| 253 | Solution Requirements | SIP Requirements | Vendor has 24x7x365, provider owned & operated Network Operations Center (NOC) with live representatives for repair/troubleshooting. | |
| 254 | Solution Requirements | SIP Requirements | Vendor can provide & assign local account representatives whose office is physically located in the state of the customer. | |
| 255 | Solution Requirements | SIP Requirements | Discuss how your support technicians can provide support in all 50 contiguous US states. | |
| 256 | Solution Requirements | SIP Requirements | Vendor should provide a listing of all included and optional call features of the service with any additional charges if applicable in Attachment A - Cost Schedule. | |
| 257 | Solution Requirements | POTS | Some institutions still use POTS (Plain Old Telephone) service to support specific applications including fax, safety, and emergency lines? Options may include both analog phone lines capable of supporting faxing directly and dial tone lines provisioned via IP and a terminal adapter. Discuss what alternatives are available to the traditional POTS (Plain Old Telephone Service) lines are available using modern technologies to support applications like fax, safety, and emergency lines. | |
| 258 | Solution Requirements | Auto Attendant | Provide an overview and describe all auto attendant features including routing of calls in an emergency or office closure scenario. | |
| 259 | Solution Requirements | Auto Attendant | Voice Activated Auto Attendant and Interactive Voice Response (IVR) Requirements. Certain Member organizations may require Voice activated Auto attendant. Some Members may have deployed various IVR systems in different locations through the years. In order to replicate current processes in the new VoIP system, Members may require auto attendants and other features to enable line sharing and appearance and setup of a local operator in place of those key systems. The requirements and numbers of these systems will be determined during the discovery phase at each Member's location. Please comment on your approach to this request. | |
| 260 | Solution Requirements | Auto Attendant | Ability to record different messages for use by the Auto attendant. | |
| 261 | Solution Requirements | Auto Attendant | Ability to set Auto attendant messages by date and time. | |
| 262 | Solution Requirements | Auto Attendant | Describe the process to easily change messages at the attendant console in the event of an emergency or office closure due to weather or a holiday. | |
| 263 | Solution Requirements | Auto Attendant | Describe available wireless headsets compatible with the attendant console. | |
| 264 | Solution Requirements | Auto Attendant | Describe your ability to record attendant calls. Describe any limitations to include but not limited to duration, size, quantity, and age. | |
| 265 | Solution Requirements | Dashboards | Please describe the dashboard capabilities of your solution. Provide descriptions of dashboards that are provided out-of-the-box along with the key performance indicators they are intended to support. If these capabilities are not part of the core system, please recommend third-party solutions. |
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