RFI-FTB-1516-PBX.docx

DOCX document 959 KB Posted Apr 6, 2016

Attached to: VOIP PBX System
Solicitation number: 0000001047
Issued by: California

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Written by GovTribe AI · Jan 19, 2025

This is a Request for Information (RFI) issued by the California Franchise Tax Board (FTB) seeking information from vendors about Voice over IP (VoIP) Private Branch Exchange (PBX) solutions to replace their existing Time Division Multiplexing (TDM) PBX telephone system. The RFI requests information about solutions that can support up to 15,000 directory numbers, with an initial enterprise rollout planned for 7,700 users (6,500 at Central Offices, 1,200 across 13 Field Offices). Responses were due by April 20, 2016 at 4:00 PM PT, with questions due by April 12, 2016. The solution must integrate with FTB's existing infrastructure including Mitel PBX, Genesys CTI platform, Microsoft applications, and provide high availability with automated failover capabilities.

The RFI includes mandatory requirements across multiple categories including hardware, software, IP PBX features, integration/interoperability, security, administration, and implementation. Vendors were asked to provide estimated catalog pricing only for informational and planning purposes, with pricing requested for hardware, software, warranties, maintenance, licensing for various phone types (200 basic phones, 150 conference phones, 6,500 standard phones, 350 executive phones with video), and consulting services. The FTB's current environment includes a Mitel (Aastra Intecom) PBX system, Cisco Unity voicemail, and field offices supported by local carriers using analog Centrex lines. No formal pricing commitments were requested as this was an information-gathering RFI only.

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03.30.2016 ATTACHMENT 3

Request for Information GLOSSARY OF TERMS

April 6, 2016

To: INTERESTED PARTICIPANTS

Subject: Request for Information (RFI) for a Voice over IP (VOIP) Private Branch Exchange (PBX) system

A. PURPOSE

The Franchise Tax Board (FTB) is surveying the marketplace for potential vendors that can provide a secure Voice over Internet Protocol (VOIP) solution that will replace the existing Time Division Multiplexing (TDM) Private Branch Exchange (PBX) telephone switch located at FTB’s Central Office. FTB is seeking a partner to assist in the planning, design, and implementation of these services for the FTB enterprise, and deliver them in a phased rollout for users at FTB’s Central Office and at several remote Field Offices connected by FTB’s Wide Area Network (WAN).

This Request for Information (RFI) contains FTB’s draft requirements for the desired solution. We would also like to request that interested participants with alternatives to the draft requirements provide those alternatives in the additional information requested in Attachment 2, RFI Response Format.

FTB is requesting information from interested Respondents related to estimated catalog pricing and their ability to meet our draft requirements on one or more products. This document contains information regarding FTB’s needs in their consideration of deploying a VOIP solution.

FTB may also ask interested Respondents for customer references, within the local area if applicable, where the Respondent has provided the proposed system and services similar in functionality/scope to that proposed for FTB. FTB may be interested in a site walk through of one or more of the provided local references if possible.

If you plan on responding to this RFI, please email your contact information to Melissa.Brucell@ftb.ca.gov by 2:00 PM PT on April 11, 2016 so we may provide you any supplemental information.

IMPORTANT INFORMATION – PLEASE READ BEFORE RESPONDING TO THIS RFI

1. FTB will not reimburse Respondents for any costs associated with responding to this RFI.

2. FTB has no obligation to buy or issue a solicitation to any Respondent as a result of this RFI.

3. Information provided in response to this RFI will not be considered when evaluating bidders responding to any future procurement.

4. Responses to this RFI will become public record, upon completion of the RFI process.

5. Information provided in response to this RFI related to any costing should be estimated catalog pricing, only to be used by FTB for informational and planning purposes, and understood not to be represented as a bid from the Respondent.

6. If this RFI results in a future procurement, Respondents will have to agree to the following State terms and conditions:

– Revised and Effective 9/5/14

7. FTB, at its sole discretion, may invite Respondents to this RFI to make a presentation or engage in a conversation concerning their VOIP solution.

8. FTB may, at its sole discretion, choose to not consider any response, or any portion of a response, received as a result of this RFI.

B. SCOPE

FTB’s PBX Replacement Project will implement a VOIP phone system to replace the existing Time Division Multiplexing (TDM) Private Branch Exchange (PBX) telephone switch to support FTB’s Central Office and Field Offices.

This project seeks to modernize FTB’s infrastructure by implementing a secure, centrally located & managed scalable system that must be connected to (interface with) FTB’s existing internet/network infrastructure in order to accommodate the integration of new technologies. The proposed solution must be available in all conference rooms, quiet rooms, single use spaces, public areas, common areas, counter locations, and interview rooms at all FTB campuses.

C. KEY ACTION DATES

Listed below are the Key Action Dates and times within which actions should be taken or completed. If FTB finds it necessary to change any of these dates, an Addendum to this RFI will be posted on the Cal eProcure Webpage at https://caleprocure.ca.gov/pages/index.aspx. Respondents will need to email any questions regarding this RFI to the Contact Official listed in Section D. A question and answer set(s) will be provided as an attachment to the RFI advertisement on Cal eProcure.

Key Action

Date

Time

Release of RFI

April 6, 2016

Last Day to Submit Questions on the RFI

April 12, 2016

4:00 p.m. PT

State Responds to Questions by:

April 13, 2016

4:00 p.m. PT

Last Day to Submit RFI Response

April 20, 2016

4:00 p.m. PT

D. CONTACT OFFICIAL

All correspondence related to this RFI shall be directed to:

Attention: Melissa Brucell Franchise Tax Board EMAIL: Melissa.Brucell@ftb.ca.gov Phone: 916-845-4810 Fax: 916-843-0755

E. RFI RESPONSE AND CONTENT FORMAT

If Respondents are interested in participating in this RFI, please adhere to the action dates and times included in section C, Key Action Dates. The Respondent shall take the following action:

1. Prepare a cover page to their response that includes the following:

a. Company name;

b. Company mailing address;

c. Point of contact information (name, telephone number, and email address);

d. List the RFI number provided on Page 1 of this RFI.

2. Include response(s) to:

a. ATTACHMENT 1 – Voice over IP (VOIP) Private Branch Exchange– Draft Requirements and Desirable Options FTB requests that Respondents provide any product specifications, literature, narratives, diagrams, pictures, or any other documentation that substantiates that their product/solution meets these requirements and the desirable option(s) as they pertain to the solution being proposed. FTB requests that Respondents provide this information using Attachment 2, RFI Response Format.

b. ATTACHMENT 2 – RFI Response Format/Additional Information RFI Response Format FTB requests that Respondents provide all the details for their proposed VOIP solution using the provided response format.

Additional Information Any additional information that has not been specifically requested but the Respondent deems important and relevant needs to be submitted on ATTACHMENT 2.4, Additional Information. Examples of additional information may include:

i. Lessons learned from other VOIP Projects

ii. Any training that would be included and provided to the FTB Telecommunications Infrastructure Team in order to support your presented solution.

iii. Information regarding any Leveraged Procurement Agreement’s (LPA) your company has through the Department of General Services (DGS), and the equipment available via that DGS LPA(s). Please include any applicable contract numbers(s).

iv. Any Alternative Requirements to the draft requirements provided in this RFI.

3. Respondents are to submit one (1) soft copy of their response to the Contact Official listed in section D, by email or fax. Microsoft Word 2003 or newer or PDF format are acceptable. RFI responses must be submitted by the deadline identified in Section C, Key Action Dates.

F. ATTACHMENTS

1. Attachment 1 – Draft VOIP Mandatory Requirements and Desirable Requirements, including Exhibits 1, 2, and 3.

2. Attachment 2 – RFI Response Format /Additional Information

3. Attachment 3 – Glossary of Terms chair Betty T. Yee member Fiona Ma, CPA member Michael Cohen

00.00.07 Subject / Topic

03.30.2016 Request for Information

Procurement Bureau PO Box 2086, MS A-374 Sacramento CA 95741-2086 tel 916.845.

fax 916.84 Melissa.Brucell @ftb.ca.gov

DRAFT VOIP MANDATORY REQUIREMENTS

Solution Enterprise Requirements

Req. #

ID #

Hardware

Meets Mandatory (M) Requirement?

The solution must include a detailed architecture overview, including diagrams, of the hardware and software solution that includes a vision for the proposed products role in FTB’S production and staging environment, (must mirror production environment as close as possible) industry standards leveraged, connectivity between proposed solution components, including protocols, and an architecture to support scalability, reliability, and performance requirements. This design should clearly identify the Enterprise rollout components.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The solution must support and provide VoIP handsets and VoIP conference phones including: Standard user handset with gigabit connectivity, Executive user handset with gigabit connectivity, WiFi user handsets and Sidecar.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The solution must support and provide VoIP softphones including: PC desktop softphone, Voice over WiFi softphone and Smartphone/Tablet softphone.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

Software

Meets Mandatory (M) Requirement?

The solution must be IP PBX based with software support for E911 and Presence functionality.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

IP PBX Features

Meets Mandatory (M) Requirement?

Automatic Call Distributor (ACD) - A system that answers incoming calls and routes them to a specific agent or department within a company. An ACD works with Computer Telephony Integration (CTI) systems and Interactive Voice Response (IVR) to intelligently route incoming calls to the appropriate agent.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Caller ID – Provides ability to view callers’ phone numbers (if available) on incoming calls.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Call forward: all, busy, and no answer - Enables users to forward or redirect incoming calls to any alternate number or to voice mail if on a call or after so many rings.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Call hold – Provides ability to pause the current conversation, and retrieve the call from the same phone.

Call Logs: missed, placed, and received calls (on select phones) - Displays the date and time of missed, received, and placed calls for a particular user.

Call pickup - Allows user to answer a call ringing on another phone in the office.

Call status per line (on select phones) - Phone display indicates the connected state, and a timer showing the active call duration.

Call waiting - A feature that allows a person already talking on the telephone to be alerted to an incoming call and place the first call on hold while answering the second.

Calling line ID restriction - For outgoing calls, provides capability to block the Calling party’s phone number or change the Calling Party’s phone number that is displayed on Called party’s phone.

F10

Class of Service - Allows restriction of outbound calls, either entirely, or by calling areas (local, toll, domestic, international) on a per-user basis.

F11

Conference feature - Allows user to initiate a pre-determined number of participants into a conference.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

F12

Dialed-number display - Outgoing phone number is displayed on phone.

|_| Yes |_|No

F13

Directory dial from phone: corporate and personal - A dial-able list of company extensions and a user’s personal programmed extensions.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

F14

Distinctive ring - Allows a user to assign a specific ring tone to phone lines.

|_| Yes |_|No

F15

Do not disturb - Allows select users to prevent incoming calls from ringing their extension.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

F16

Hands-free, full-duplex speakerphone

|_| Yes |_|No

F17

Hunt group - Allows calls to a single number to ring on multiple phones simultaneously or in series.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

F18

Immediate call forward to voice mail - Allows user to automatically send incoming call to voice mail.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

F19

Intercom

|_| Yes |_|No

F20

Last Number redial

|_| Yes |_|No

F21

Meet Me Conference Bridge - Allows a pre-determined number of users to join or start a specific numbered conference. This method of operation allows you to advertise a conference number and then let the individual parties join the conference themselves.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

F22

Message Waiting Indicator - Users are given a visual notification of voicemails through on-screen alerts and handset (such as a red light).

|_| Yes |_|No

F23

Mobility - Allows a user to receive a call at another phone number (such as cell phone) before sending an inbound call to voicemail. Inbound calls would ring at desk and cell phone simultaneously.

|_| Yes |_|No

F24

Multiple line appearances per phone - Provides the capability to have more than one phone number on a phone.

DESCRIPTION:

|_| Yes |_|No

F25

Music on hold

|_| Yes |_|No

F26

Mute capability from speakerphone and handset

|_| Yes |_|No

F27

On-hold ring back - Alerts user when a call on hold exceeds a configured time limit.

|_| Yes |_|No

F28

On-hook dialing

|_| Yes |_|No

F29

Shared Line Appearances - Allows a set of extensions to appear on a group of phones in addition to each phone’s primary number.

|_| Yes |_|No

F30

Speed dial: Multiple speed dials per phone

|_| Yes |_|No

F31

Station volume controls (audio and ringer)

|_| Yes |_|No

F32

Transfer - Allows user to transfer a current call to another extension or phone number with or without announcing call to the recipient.

|_| Yes |_|No

F33

User-configured speed dial and call forward through web access - Provides a web-based interface that allows users to configure settings for their IP Phones.

|_| Yes |_|No

F34

Video (SIP) - Provides video capability for IP Phones.

|_| Yes |_|No

Req. #

ID #

Integration & Interoperability

Meets Mandatory (M) Requirement?

The solution must integrate with FTB’s current version of MS Exchange.

|_| Yes |_|No

The solution must integrate with FTB’s current version of MS Outlook

|_| Yes |_|No

The solution must integrate with Microsoft Skype for Business.

|_| Yes |_|No

The solution must integrate with FTB’s current version of MS Internet Explorer.

|_| Yes |_|No

The solution must integrate with FTB’s current version of MS Active Directory.

|_| Yes |_|No

The solution design must include a high-level architecture that integrates into the FTB’s local, wide, MPLS, and wireless networks (LAN, WAN, WiFi).

(See Attachment A – Diagram 1 & 2)

REFERENCE: Document _____________________________Page(s) _____________________

|_| Yes |_|No

The solution design must provide and support integration with FTB’s existing Mitel PBX (Aastra Intecom) until it is decommissioned.

|_| Yes |_|No

The solution must integrate with VX Tracker and/or provide call accounting records for billing purposes via another solution. The current Aastra link is an RS232 connection. (See Attachment B – Diagram 2)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The solution must integrate with the current Genesys CTI platform and Genesys Interactive Workspace Softphone (iWS) for call center integration.

(See Attachment B – Diagram 2)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

I10

The solution design must provide and support integration with FTB’s existing Telecommunication infrastructure including; TDM and Session Initiation Protocol (SIP) for trunks, Genesys Interactive Voice Response (IVR) interfaces, fax, etc. (See Attachment B – Diagram 2)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

I11

The solution design must provide and support integration with FTB’s existing Contact Center applications including Virtual Hold, Genesys Outbound Dialer, and Qfiniti. (See Attachment B – Diagram 2)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

I12

The solution must provide and support integration with FTB’s existing backup and restore services (Tivoli Storage Manager (TSM) aka Spectrum Protect) or provide back-up and restore service via another provided solution.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

I13

The solution must integrate with FTB’s current version of Cisco Unity Voicemail.

|_| Yes |_|No

I14

The solution must integrate with FTB’s analog courtesy phones, fax lines, and ring down circuits.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

I15

The solution must integrate with FTB’s current version of Cisco Identity Services Engine (ISE) and must integrate with DOT 1x authentication.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

High-Availability & Survivability

Meets Mandatory (M) Requirement?

HA1

The solution design must provide and support a High-availability (HA), survivability and automated fail-over system utilizing FTB’s Business Recovery Center to route calls for FTB’s Central Office and Field offices including FTB’s Genesys Call Platform.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

Scalability

Meets Mandatory (M) Requirement?

SC1

The solution must scale to meet FTB’s Enterprise needs of up to 15,000 directory numbers. The Enterprise Rollout should be planned for 7,700 users (6,500 Central Offices, 1,200 in 13 Field Offices).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SC2

The solution must provide performance benchmarks that illustrate the solution’s ability to scale as the number of users (accessible from anywhere that will extend to handsets, soft-phone clients, wireless PDAs) increase or additional technologies are integrated.

REFERENCE: Document _____________________________Page(s) _____________________

|_| Yes |_|No

Req. #

ID #

Administration

Meets Mandatory (M) Requirement?

The solution must support standard network management protocols. (e.g., SNMPv2, SNMPv3).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must allow for the MAC addresses to be recorded with the associated device and designated end user.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must support bulk import and export of phone and device configurations using standard file formats.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must provide the capability for the VoIP system administrator to change all stations within the VoIP solution or within a specific group.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must provide the ability to allow multiple VoIP system administrators to operate simultaneously.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must provide the VoIP system administrator with context specific assistance.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must allow the VoIP system administrator to program multiple stations with similar features or functions at the same time.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must allow the VoIP system administrator to pre-stage changes for future implementation.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The VoIP management solution must allow the VoIP system administrator to locate station information based on multiple search criteria (e.g. extension number, name etc.).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A10

The VoIP management solution must be able to generate reports for the following categories: Local ACDs, Auth Codes, Local Agent IDs, ANIs, Alarms, Call History, Call Pickup Groups, Directory, Line/Level/Loss, Route Tables, VoIP system parameters.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A11

The VoIP management solution must provide for real time monitoring of network delay, jitter, packet loss, etc. that contribute to voice quality degradation. The solution must provide multiple admission policies and other controls to maintain the voice quality.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A12

The VoIP management solution must support monitoring of the T1/PRI interfaces to the PSTN, IP PBX, and/or SIP trunking and peripherals. The monitoring must include, but not be limited to, CRC errors, error seconds, and clock slips.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A13

The VoIP management solution must support fault management including alarm reporting. Alarms must be generated for all element and link failures. Alarms must also be generated based on threshold resource usage (e.g., CPU utilization) or performance measures (e.g., network delay) that impact the voice service quality. Alarms must be classified into a minimum of 3 categories: critical, major, minor.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A14

The VoIP management solution must support an audit logging capability for VoIP system events. The logging must be configurable and the log files must be maintained and secured.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A15

The VoIP management solution must provide diagnostic capabilities for VoIP system administrators to troubleshoot reported problems. Diagnostic tests must apply to all VoIP system elements (including the stations) and the links (both internal and external).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A16

The VoIP management solution must provide the capability to measure and report utilization from various VoIP system resources. The measurements must be capable of reporting on a periodic basis and archived for long-term analysis. The reports must be configurable to include only selected elements, durations, and measurements.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A17

The VoIP management solution should provide traffic reports for monitoring trends and long-term traffic engineering.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

A18

The VoIP management solution should be able to generate Call Detail Records. The CDR should generate the following types of calls: outgoing calls, incoming calls, tandem PSTN and IP PBX calls and internal calls.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

Security

Meets Mandatory (M) Requirement?

SY1

Any solution that transmits, receives, processes, or stores personally identifying, confidential, or sensitive information must comply with all applicable security audit logging requirements: Information Security Policy (ISP) Section 400 http://ftbnet2/Policies.asp?id=15117

|_| Yes |_|No

SY2

Detailed security audit logging requirements must be obtained from FTB’s Information Security Audit Unit (ISAU).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY3

The solution must uniquely identify users. (ISP, Section 135)

|_| Yes |_|No

SY4

The solution must physically and logically restrict access only to staff that have a business need to access it. (ISP, Section 215).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:_________________________________________________________________

|_| Yes |_|No

SY5

Role-based security (Administrator, Support, etc.) must be employed for solution administrative and support functions. Staff assigned to administer and support the solution must be granted access based upon Least Privilege principles. (ISP, Section 125.)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY6

Any applications, solution functions, or utilities developed for the solution must not store any sensitive data in cache or solution memory (ISP, Section 1705).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY7

The solution must use encryption to protect data in transit.

|_| Yes |_|No

SY8

The solution must ensure that exception reporting does not reveal information that may be exploited. (Information Security Standards, Section 1825)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY9

The solution data must not be retained longer than is required by business need.

|_| Yes |_|No

SY10

Production data must not be used for the purposes of testing. If data must be imported from production, any data that could be used to link sensitive information back to the actual employee must be changed before developers and test staff may use it. (ISP, Section 1830.)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY11

Current and accurate documentation must be developed and maintained for the solution. This includes Statement of Purpose, operating system configurations, installed software, service packs and patches, firmware versions, standards, procedures, detailed network diagrams, program source code, specifications, data definitions, etc. (ISP, Section 1610.)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY12

Technical documentation must be maintained in a secure manner, whereby access is limited to the CSO and authorized individuals with the need to know. (ISP, Section 1610.)

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY13

The solution must adhere to State Administrative Manual (SAM), Section 5300, where applicable.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY14

The solution must comply with all applicable state and federal laws regarding information security.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

SY15

The solution must comply with all applicable policies and standards in the FTB ISP.

|_| Yes |_|No

SY16

The solution must log all accesses, maintenance and administrative functions that occur from the management console.

|_| Yes |_|No

SY17

The solution must integrate with SIEM products using industry standard methods or must be able to send logs as delimited text file.

|_| Yes |_|No

SY18

The solution must be able to send the log file via FTPS (preferred) or SFTP.

|_| Yes |_|No

SY19

The solution must support the configuration of Network Time Protocol (NTP).

|_| Yes |_|No

SY20

The solution must support voice and signaling encryption and utilize Secure Real-Time Transport Protocol (SRTP) within FTB’s network.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

Telework

Meets Mandatory (M) Requirement?

The solution must be able to deliver FTB’s directory numbers to our “Telework” users with VPN and/or SIP/TLS from the handset and soft phone.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The solution must be able to support “One number” for users, accessible from anywhere that will extend to handsets, soft-phone clients, wireless Personal Digital Assistants (PDAs).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

Implementation & Rollout Plan

Meets Mandatory (M) Requirement?

The proposal must provide a description of approaches that have been successfully used to design a full Enterprise-wide integrated IP PBX with Voice Messaging solution in a phased rollout.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The proposal must include recommendation for an end-to-end enterprise dial plan including retaining current phone numbers, toll free line integration, and class of service parameters.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

The proposal must include a complete solutions configuration of the hardware and software (mentoring FTB’s staff that performs hands-on work).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

100

The proposal must include the development of detailed documentation outlining the newly implemented solution, support functions and processes to support Service Level Agreements (SLAs).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

101

The proposal must include the development of an Enterprise Rollout plan using Microsoft Project (tasks, resources, durations, dependencies, etc.).

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

102

The proposal must include the modifications to the initial solution design and documentation to support the Enterprise rollout.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

103

The proposal must include a detailed and itemized BOM including the product name, product version, release date, product description that highlights the key requirements it satisfies and the list price costs for all equipment necessary for the Enterprise rollout.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

104

The solution must include requirements and sizing for enterprise performance monitoring.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

105

The solution must include network capacity analysis (WAN, LAN, firewalls).

|_| Yes |_|No

106

R10

The proposal must include knowledge transfer from the manufacturer throughout the duration of the project.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

Req. #

ID #

Contact Center

Meets Mandatory (M) Requirement?

107

The proposal must provide a list of Enterprise’s and a description of the vendor’s integrated solution that have successfully been used in the past to provide a strategy for integrating FTB’s Genesys contact center platform solution (i.e. Telephony & Contact Center applications. (See Attachment B – Diagram 2)

REFERENCE: Document _____________________________Page(s) _____________________

|_| Yes |_|No

03.30.2016		ATTACHMENT 1
Request for Information	FRANCHISE TAX BOARD

Page 21 DRAFT MANDATORY AND DESIREABLE REQUIREMENTS

The following item(s) are not Mandatory, but are Desirable Requirement(s) if available.

Des Req #

ID #

Meets Desirable Scorable (DS) Requirement?

108

NM1

The solution includes Paging/Alerting notifications.

REFERENCE: Document _____________________________Page(s) _____________________

DESCRIPTION:__________________________________________________________________

|_| Yes |_|No

109

NM1

The solution includes 3rd party interoperability Paging/Alerting notifications.

REFERENCE: Document _____________________________Page(s) _____________________

|_| Yes |_|No

1.1 Wide Area Network

Central Office (Sacramento)

· Building #1

· Building #2

· Building #3

· Building #4

· Building #5

· Building #6

Field Offices

· Sacramento

· San Jose

· Oakland

· San Francisco Audit

· San Francisco Public

· Van Nuys

· Los Angeles

· San Diego

· West Covina

· Santa Ana

· Chicago, IL

· Manhattan, NY

· Houston, TX

03.30.2016 ATTACHMENT 1

Request for Information EXHIBIT 1– DIAGRAM 1 Page 22 FTB’S EXISTING NETWORK TOPOLOGY Each Field Office has 1 x 50Mbps MPLS AT&T. Franchise Tax Board’s Central Office has 1 x 100Mbps to the AT&T MPLS. There are 2 physical routers and 2 virtual links to each Field Office.

1.2 Local Area Network, Franchise Tax Board, Central Office

The CORE specified below is dual Nexus 7000’s. The DISTRIBUTION switches are all redundant with inter-connections between the switches and dual paths to the CORE. Each ACCESS switch has dual trunks, with a minimum of 10Gbps, to the each DISTRIBUTION switch.

CORE

· 10G Cisco Nexus 7000 Core

DISTRIBUTION

· 10G (w/Layer 3 PTP Links) Cisco Nexus 7000 Distribution

ACCESS

· 1G Cisco Access Switches w/POE (802.3af & 802.3at)

USER

· A minimum of 1 x CAT-5E at the workstation or conference room.

03.30.2016 ATTACHMENT 1

Request for Information EXHIBIT 1– DIAGRAM 2 Page 24 FTB’S EXISTING NETWORK TOPOLOGY

1.3 Local Area Network, Field Offices

ROUTER

· 1 x Cisco 4300 with eBGP to the WAN

ACCESS SWITCH

· Cisco Catalyst 4510 10/100 Mbps with POE (802.3af)

USER

· A minimum of 1 x CAT-5E at the workstation or conference room

The LAN at the Field Offices consists of one Cisco ROUTER with Metro-Ethernet connections to the AT&T MPLS circuits. There is a minimum of one Cisco Catalyst 4510 POE ACCESS SWITCH with 1000Mbps to the desktop.

03.30.2016 ATTACHMENT 1

Request for Information EXHIBIT 1 – DIAGRAM 3 Page 25 FTB’S EXISTING NETWORK TOPOLOGY

2.1 Enterprise & Field Offices

Current Environment

Private Branch Exchange (PBX)

· FTB’s current PBX is manufactured and supported by Mitel (Aastra Intecom). Switch model is Pointspan. A diagram (attached) shows the major components of our current voice network infrastructure.

· Host Mitel PBX (Aastra Intecom) telephone switch (Building #3) – Controls call routing for all telephony nodes, and is the primary connection point for T-1 and Primary Rate ISDN PSTN circuitry, IVR services, voice mail services and a call management system. The Host switch has redundant central processing units.

· Four (4) Remote Telephony Nodes (Building #1 and Building #2) – Each with the ability to operate in limited stand-alone mode if the host is inoperable, each with their own set of Direct Outward Dial (DOD) only analog trunks to provide for limited outgoing call traffic in the event of a host system failure.

· One (1) Fiber Telephony Shelf (Building #4) supported by Building #3 host PBX.

· Most telephones at FTB are proprietary Intecom digital telephone sets, with a small number of analog phones, primarily for conference rooms, faxes, and modems.

· FTB currently supports 1300 VOIP endpoints that are connected to the current PBX via Media Gateways and T1 connections.

· FTB owns a block of 7000 contiguous DID’s for use at FTB’s Central Office location which are located in FTB’s PBX User Group 1. In addition, FTB Call Centers use a separate User Group 350 that utilizes an additional 8000 DN’s.

Voicemail System FTB’s current voicemail system consists of (2) Cisco C-Series servers and (6) Dialogic TIMG gateways deployed in the Data Center #2. Two of the TIMGs are configured as Active Master and Standby Master. ESXi 5.5 is installed on both servers and is managed by FTB’s existing vCenter Server. Unity Connection is installed as a guest on the ESXi hosts and both Unity Connection servers are setup in a cluster. Dialogic TIMG gateways are used for integration between Unity Connection and Mitel PBX (Aastra Intecom) Field Offices FTB’s (13) Field offices currently are supported by local carriers and use analog Centrex lines with separate voice mail at each site.

03.30.2016 ATTACHMENT 1

Request for Information EXHIBIT 2 – DIAGRAM 1 Page 26 FTB’S EXISTING TELECOMMUNICATIONS INFRASTRUCTURE request for Information EXHIBIT 1 – DIAGRAM 1 Page 28 FTB’S EXISTING NETWORK TOPOLOGY

3.0 Application Description Table

Application

Description

Cisco Unity Connection Voice Mail

The Cisco Unity Connection Messaging System has the ability to support delivery of voice messages to an Exchange mailbox.

Genesys CTI

The Genesys Computer Telephony Integration (CTI) System integrates and coordinates voice interactions on the Enterprise PBX and Genesys IVR systems with the Call Center agent’s desktop. CTI populates customer information automatically as the agent answers the inbound call (called screen pop).

Genesys Outbound Dialer

The Genesys Outbound Dialer enables callers to receive a call back from the next available agent.

IVR

The Interactive Voice Response system allows taxpayers to get information, complete self-service requests and/or route to a live agent utilizing AudioCodes Media Gateways.

Qfiniti

Qfiniti is a recording solution that can record calls in FTB’s Call Centers. Utilizes 48 Dialogic Ports for recording.

Virtual Hold

Allows a caller the option of having the system hold their place in the queue and call the person back when an agent is ready to answer. The system currently has 144 lines of which 108 are used for inbound and 36 for outbound calls.

VXTracker

The system supports call detail accounting (inbound and outbound), departmental chargeback based on tariff rates, calling forensics for fraud tracing and analysis, and on-demand reporting.

03.30.2016 ATTACHMENT 1

Request for Information EXHIBIT 3 Page 29 FTB’S EXISTING TELECOMMUNICATIONS INFRASTRUCTURE

1. Describe how your proposed solution meets the mandatory requirements provided in Attachment 1. Please provide product specifications, literature, narratives, diagrams, pictures, and any other documentation here. Also provide the detail for any of the Desirable Requirements your proposed solution meets.

2. If there are any mandatory requirements that your proposed solution do not meet, please provide the associated number of those requirements and describe how or why you cannot meet it/them.

3. Provide a list of all hardware, software, and services (including required/optional maintenance/support detail) in the budgetary pricing table below that are part of your proposed solution.

BUDGETARY PRICING TABLE

Description

Part Number/ Description

Quantity

Unit Price

Extended Price

Hardware (please list out all hardware)

Software (please list out all software)

Hardware Warranty/Maintenance for 3 Years

Software Warranty/Maintenance for 3 Years

Licensing

IP Phones

Basic phone (No Display)

Conference Phone

Standard Phone

Executive Phone (With Video)

Manufacturer Technicians - Consultant Services

Consultant Classification

Number of hours

Hourly Rate

Extended Price

Initial Set up

Network Readiness (estimated at 1 day a week, or 40 hours a month) anticipated for July 2017 – Dec 2019

PBX Replacement (UC Deployment) (estimated at 1 day a week, or 40 hours a month) anticipated for July 2017 – Dec 2019

Training

4. Any additional Information

03.30.2016			ATTACHMENT 2
Request for Information	FRANCHISE TAX BOARD
Page 30		RFI RESPONSE FORMAT

DEFINITIONS, ACRONYMS, AND ABBREVIATIONS

ACD

Automatic Call Distribution

ANI

Automatic Number Identification

BLD

Building

BOM

Bill Of Materials

CAT-5E

Category 5e cabling as defined by ANSI/TIA/EIA standards.

CDR

Call Detail Records

Central Office

CPU

Central Processing Unit

CRC

Cyclic Redundancy Check

CSO

Chief Security Officer

CTI

Computer Telephony Integration

DID

Direct Inward Dialing

Directory Number

DOD

Direct Outward Dialing

BRC

Business Recovery Center

DOT 1x

801.1x Port based Authentication

eBGP

External Border Gateway Protocol

E911

Enhanced 911

ESXi

VMware ESXi (formerly ESX) is an enterprise-class, type-1 hypervisor developed by VMware for deploying and serving virtual computers.

FTB

Franchise Tax Board

Gigabit

Gbps

Gigabits per second

High Availability

Identification

Internet Protocol

ISAU

Information Security Audit Unit

ISDN

Integrated Services Digital Network

ISE

Cisco Identify Services Engine

ISP

Information Security Policy (Public Document)

ISS

Information Security Standards (Confidential Document)

iWS

Genesys Interactive Workspace Softphone

IVR

Interactive Voice Response

LAN

Local Area Network

MAC

Media Access Control

Mbps

Megabits per second

MPLS

Multiprotocol Label Switching

Microsoft

MWI

Message Waiting Indicator

OEM

Original Equipment Manufacturer

Personal Computer

PBX

Private Branch Exchange

PDA

Personal Digital Assistant

POE

Power Over Ethernet

PRI

Primary Rate Interface

PSTN

Public Switched Telephone Network

QoS

Quality of Service

SAM

State Administrative Manual

SIEM

Security Information & Event Management

SIP

Session Initiation Protocol

SLA

Service Level Agreement

SNMP

Simple Network Management Protocol

SRTP

Secure Real-Time Transport Protocol

T-carrier First Level (1.544 Mbps)

TDM

Time Division Multiplexed / Multiplexing

TIMG

TIMG are devices that are made by Dialogic® in order to enable the integration of a PBX for use with Cisco Unity Connection or Cisco Unity for Voicemail.

TLS

Transport Layer Security

T Server

T-Server is the Genesys software component that provides an interface between your telephony hardware and the rest of the Genesys software.

TSM

Tivoli Storage Management

vCenter

Centralized management tool for the vSphere suite

VoIP

Voice over Internet Protocol

VPN

Virtual Private Network

WAN

Wide Area Network

Wi-Fi

Wireless products using the IEEE 802.11 family of standards

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File details come from the government source that posted it. Updated Jan 19, 2025.