Motorola_Tech_Proposal_Edited.pdf

Fort Eustis E911 Upgrade

INTRODUCTION

Motorola Solutions, Inc. (Motorola) is pleased to present this budgetary estimate to Ft Eustis for the upgrade of the existing 911 system to a VESTA® call processing solution for the Dispatch Center. This solution has received Joint Interoperability Test Command (JITC) certification, which demonstrates the highest level of security. The system will support emergency and other critical call processing requirements; with 2 upgraded workstations. Upgrade of the existing Logging Recorder is also included in this proposal.

SECTION 1 TECHNICAL PROPOSAL

1.1. VESTA 911 System

VESTA 911 is a Windows based intelligent telephone console designed to provide expanded functionality necessary in critical call processing environments. The telephony interface is based on Red Hat Linux for Session Initiation Protocol (SIP) based call distribution. VESTA 911 presents an enhanced user interface to the call taker by: automating key functions, coordinating the delivery of information crucial to first responders and by broadening the range of communications interfaces.

VESTA 911 utilizes the First Party Call Control method of Computer Telephony Integration (CTI) to integrate the console in the VESTA Telephony Gateway Media Distribution Services (MDS) application. Once a call is received, the application will process the call to workstations assigned and signed into the queue as set up via the MDS. The distribution of those calls is managed by the Data Distribution Services (DDS). The call routes via Internet Protocol (IP) to the two workstations connected to the LAN switch. This data includes the calling party number in the form of Automatic Number Identification (ANI) or Calling Line Identification (CLID) and feature interaction signals between consoles as configured in the DDS. The DDS also provides the serial spill of Automatic Location Identification (ALI) data to any CAD or recorder system that can utilize the data.

The MDS is a Linux Operating System (OS) based system utilizing the Red Hat OS installed and configured on Hewlett-Packard (HP) DL380 servers with one acting in hot standby. Control of the system is completed via VRRP communications between cores. The MDS is installed as a redundant application: MDS A and MDS B.

The MDS application controls all aspects associated to call delivery. These services include Automatic Call Distributor (ACD), ACD Announcements, Overflow Routing, and Auto Attendants. The MDS is the component that enables Direct Call Assignments much like a DID route. Outgoing call management is configured using the

SOLUTION

HIGHLIGHTS:

● Upgrade existing 911 system to latest VESTA platform

● Integrate 2 workstation

● Includes a new logging recorder

● Offers 3 year warranty

● Includes spares

● Includes training

MDS and gateways. Dial plan permissions are established based on user ID. Each user ID can be configured with basic call handling permissions by simply enabling and disabling options to specific dial plans associated to each individual user ID. These dial plan configurations move with the user to any VESTA workstation within the network. Simple call permissions include 900 dialing, attendant directory, long distance dialing, toll free dialing, call forwarding as examples.

The VESTA 911 Configuration Server application is a Windows Server 2008 application residing on the HP DL380 servers. The DDS is installed as a redundant application- DDS A and DDS B. The DDS includes the configuration of: ALI on screen and for transfer, Call Taker Resources which include lines, gateways, Selective Transfer Agency (STA), Emergency Service Number (ESN) configuration, Dial out data port configuration, Call Detail Records (CDR) configuration, CAD configuration, calling party number (CPN) extraction configuration, User Accounts, and User Profiles. Both the MDS and the DDS are managed using Internet Explorer and can be accessed by authorized log-in credentials from any PC on the network.

1.1.1. VESTA 911 Workstation Consoles

The VESTA console consists of a computer workstation equipped with a 22 inch touch screen monitor , a mouse, keyboard, 24-button Genovation keypad and the Sound Arbitration Module (SAM). The monitor will display the VESTA 911 application.

The voice path from the consoles is via Ethernet and configured as Voice over Internet Protocol (VoIP). The audio path to the Sound Arbitration Module (SAM) is by way of a Universal Serial Bus (USB) cable from the Sam to the workstation. The SAM connects via RS232 cable to the jack boxes. Speakers are connected to the SAM via Category 6 Ethernet cable. If Radio Instant Recall Recorder (IRR) is enabled, the audio connection is made via cable connection between the SAM and the Radio Console. The SAM provides telephony audio input and output, Text Telephone (TTY) tone recognition, and optional arbitration for all audio sources.

The primary function of the SAM is to process telephone audio and present it to the E911 agent. The SAM has a standard RS232 serial cable connection from the SAM to the headset dual prong plug. Several headsets have been implemented with the SAM, but Airbus DS Communications (Airbus) does not recommend or certify any headset for use with VESTA workstation. The SAM also provides the interfaces for IRR at the workstation and for position level archival recording.

The VESTA 911 application consists of a VoIP softphone that provides a Graphical User interface (GUI) advanced call handling capabilities, enabling call takers to quickly and efficiently process mission-critical calls.

Specific module usage and placement will be reviewed during the Call Flow process and implemented during the Administrator Training.

Resource Buttons display the system commands and controls relays. The buttons are configured to provide single click activation of workstation telephony features and commands. The call information display announces incoming calls by flashing icons and distinctive sounds for Emergency and Administrative Calls.

The Call Information window visually alerts the call takers to incoming calls and tells them the number and location of the caller. The display picture, Icons, and ring sounds are customizable.

In order to account for diverse operation environments in the dispatch centers, Airbus offers multiple versions of answering screens. When receiving an Administrative call the display will change to differentiate to the call taker the nature and origin of the call. An incoming TTY call is automatically detected and a special TTY window is launched for the user to process the call. This feature provides two-way keyboard communication and a customizable library of automatic responses.

The Instant Recall Recorder module can be configured to record radio and or phone conversations. This module also allows sending a recording to, or plays a recording from, another VESTA user. A separate file for each conversation is created, and the files for the most recent 30 minutes of each type of conversation (phone, radio, and transferred) is displayed in a playback list on the workstation. The IRR recording time is configurable based on disk storage capacity.

1.1.2 VESTA Analytics MIS

VESTA provides data input in to the VESTA Analytics Management Information System (MIS) for the call center to analyze and create reports to support the day to day functions. The reporting component is a comprehensive reporting tool that can create canned or customized reports of the following:

· Call Detail Records for 911 and Administrative calls.

· Statistical reports on Public Safety Answering Point (PSAP) call processing events.

· The following events can be configured within the report:

- Total count of wire line and wireless calls.

- Average call waiting report.

- Average call duration.

- Abandoned calls.

- Calls by trunk.

- Calls by hour of day.

- Calls answered by position.

- Calls answered by all positions.

- Calls answered by User ID.

- Call duration on administrative lines.

- Conferences / Transfers.

- Call Detail Reports, (CDR’s).

The VESTA Analytics application has a configurable, versatile toolkit to help Call Center Administrators and Supervisors improve performance, optimize network and operating capabilities, analyze year over year trends, and justify budget requests. Reports can be generated for these applications:

· Staff performance and trend analysis.

· Call Volumes.

· System and equipment performance.

· Incident investigation.

1.2 Logging Recorder

A new Voice Recording System configured with 16 analog channels to record analog audio feeds from the VESTA positions is included in this solution. Each channel can be triggered from an external contract pair to generate clean start/stop for recordings, based on the closing contacts when the position is handling a phone call. The logger will be mounted in the backroom equipment cabinet that also includes the redundant VESTA servers and LAN switch.

1.3 Assumptions

Please note that the following assumptions were made while designing the E911 system solution:

1. Proposed equipment will be installed in existing equipment racks/cabinets at the site.

2. The existing playback computer is operational and will include the appropriate OS license.

3. The Army will provide adequate E911 workstation desktop space during the cutover period of the installation.

4. No additional UPS or backup generator power will be required to power the proposed equipment.

5. The Army will provide any software as required for anti-viral, anti-malware protection by the Army for installation on the system. If the software requires connectivity to a central server for maintenance and updates, the connectivity including ports and access needs to be provided.

6. There will be sufficient space, heating, ventilation and air conditioning at all proposed equipment locations.

SECTION 2 INFORMATION ASSURANCE

Motorola is a leader in the application of Cybersecurity to IP-based LMR systems. We provide widespread support to DoD teams and other Designated Approving Authorities from US Federal agencies that has enabled our customers to attain Authority to Operate (ATO) for their ASTRO 25 LMR systems and remain compliant in an environment of dynamic security threats, evolving technology, and emerging standards.

The demand for full compliance with established DIACAP and NIST Cybersecurity policies for DoD and US Federal IT systems may be subject to an agency’s unique operational requirements or special circumstances. Since your requirements in these areas have not been identified at this time, no specific capabilities or services intended to result in DIACAP or NIST certification have been included in this budgetary proposal. Nevertheless, the proposed standards-based equipment and implementation processes will mitigate many of the technological and operational risks associated with operating a digital communications system.

SECTION 3 SYSTEM INTEGRATION

Motorola Professional Integration Services

Motorola's internal methodologies, processes, and personnel are aligned to support our core business: the design, installation, and maintenance of wireless communications solutions.

For more than 25 years, the Motorola Federal Division Systems Integration Team has been developing technical solutions focused on solving US Federal Government customers’ operational requirements, functional needs and future vision. The experience gained from our extensive past performance affords us the ability to effectively analyze system requirements and successfully complete any challenge.

We leverage our technical expertise and program management resources so you can avoid the common issues that impact implementation timeliness, budget, and system performance. Motorola is offering a focused set of our implementation services to deploy the proposed system on time and on budget. The SI services and key activities included in this estimate are summarized below:

Motorola Project Team Professional Services

● Project Management services; managing the timely execution of all project activities and ensuring all Motorola responsibilities and deliverables are completed as required by the contract.

● System Engineering services; providing the system design, resolution of technical issues, and system support during system implementation and testing.

Project Kickoff Meeting/Design Review – Final Project Plan

● Review the proposed system design and associated documentation.

● Perform site evaluation of the installation locations.

● Develop a project schedule and implementation plan.

● Revise design, schedule and implementation plan based on agreements made during the kick-off conference call.

● Finalize cutover requirements and document cutover activities into an executable plan.

● Finalize training requirements and update proposed training plan as required.

System Installation, Training and Acceptance Testing

● Installation of the proposed system. Installations will be performed according Motorola’s Standards and

Guidelines for Communication Sites (R56).

● Verify system configuration, optimize, and perform in-field functional acceptance testing for the system.

● Coordinate Cutover Plan activities as required.

● Execute the training plan.

● Provide Motorola standard system design and “as-installed” documentation.

Training Classes

Motorola Solutions will deliver comprehensive training by providing knowledgeable and experienced instructors. .Your personnel will gain an in-depth understanding of the power of your new system through education and proficient daily use.

Training will focuses attention on the student needs and experience. Training will be provided for:

● Vesta 911 system- Basic Operations & Maintenance Federal Onsite Training using customer's equipment. Course includes very basic operation and maintenance of a VESTA® 9-1-1 system to provide technicians with basic level competency to maneuver around system with technical support guidance.

● Vesta 911 system- Operator and Admin Onsite Training using customer’s equipment. The instructor led course will cover operating and configuration of the VESTA® 9-1-1 system.

● Verint Logging System- Operation and configuration of the logging system using customer’s equipment. The instructor led course is designed to train student on the operational characteristics of the Logging solution.

● Learning objectives based upon student needs for accomplishing daily responsibilities/tasks (if required, specific applications)

● Hands-on opportunities

● Training materials designed to easily integrate into the overall system documentation

Estimated Milestone Schedule

Motorola is providing an estimated project schedule to assist you with planning and preparing for the system upgrade described in this document. This schedule is based on our experience implementing similar systems for other Government installation and facilities. Motorola estimates this project will be completed within six months of contract award. The schedule will be adjusted as necessary to reflect your specific project needs identified during the project definition process.

SECTION 4 WARRANTY SUPPORT and

SUSTAINMENT SERVICES

Included with the purchase of Motorola equipment is a standard one-year manufacturer’s limited commercial warranty to correct possible defects in materials and workmanship. It covers only the equipment supplied by Motorola. Warranty services will include repair service during normal business hours, Monday through Friday, excluding holidays observed by Motorola.

Today’s IP-based, software-driven communications systems provide our customers with robust features and advanced applications which can lead to increased productivity and operational efficiency. The integration of third party software applications and Commercial-Off-The-Shelf (COTS) equipment provide benefits and flexibility, yet they also affect how these systems are managed and sustained. Multiple technologies and multiple vendors must now be addressed in a sustainment plan. Information Assurance, security, and technology obsolescence strategies must be taken into account.

Motorola has invested heavily in developing the resources, tools, policies and programs necessary to fully support and sustain these highly complex systems. Our plans have been designed to address the unique challenges involved in the sustainment of these IP based, multi vendor/technologies. Motorola has a proven track record with Federal Government customers in providing comprehensive and effective sustainment plans. Each service offering is managed by a Motorola Customer Service Manager (CSM) who provides an experienced interface between our customers and the organizations providing service.

Airbus Software Support Services

Due to normal advancements in technology, individual components within the E911 platform will require periodic update and replacement to mitigate network vulnerabilities and address technology obsolescence. The Airbus Software Agreement complements the lifecycle of the E911 system by providing periodic software updates which safeguard and enhance the operation, and extend the lifespan of the E911 system.

SECTION 5 ASSUMPTIONS and RESPONSIBILITIES Solution Design Assumptions

Motorola has made the following assumptions for the design of the proposed communications network:

● Unless specifically stated otherwise herein, this budgetary estimate does not address modifications, upgrades, or repairs to any existing equipment; site civil work; tower construction; or other building installations or renovations that may be required to prepare the sites for equipment installation.

● The existing NICE will be removed and the new logging equipment installed in the existing Airbus server cabinet.

Fort Eustis Responsibilities

Fort Eustis will assume responsibility for the installation and performance of all other equipment and work necessary for completion of this project that is not provided by Motorola. The general Fort Eustis responsibilities include the following:

● Obtain and provide zoning approvals, permits, and lease agreements for all of the proposed sites and locations as required.

● Obtain and provide authorized frequencies.

● Provide adequate space for the system equipment

● Provide site acquisition and development, electrical work, HVAC, grounding systems, provisioning of emergency power systems (e.g. backup generators), cable entry panels, wall penetrations and core drilling, and support equipment for cable runs (cable tray, ice-bridge, conduit, etc.).

● Perform structural analysis of existing tower and rooftops, as required, to confirm that the structure is capable of supporting proposed and future antenna loads.

● Provide storage for the system equipment at the government installation.

● Disposal of the existing NICE equipment once removed.