RFP 220000001095 - Q & A.docx

DOCX document 64 KB Posted Feb 18, 2022

Attached to: Voice Network - Unified Communications RFP
Solicitation number: RFP 171 220000001095 2
Issued by: Michigan

About this file

Written by GovTribe AI · Mar 13, 2026

This is a Bidders Questions and Answers document for RFP 220000001095 issued by the Department of Technology, Management and Budget (DTMB) for Michigan regarding Unified Communications services. The RFP encompasses both telecommunications and contact center solutions, with the State maintaining its existing Cisco systems rather than pursuing replacement or migration to cloud-based platforms. The State's current environment includes approximately 40,000 endpoints (90% user-defined devices), 18 physical Cisco UCS servers, Oracle session border controllers (2 pairs of 4600s), and SIP connectivity supporting 800-1,100 concurrent calls. The contact center component consists of 1,500 configured agents and 400 supervisors. The State does not require outbound calling campaigns, omnichannel capabilities (email, chat, SMS), or specific cloud migration, though call quality monitoring and analytics are desired but not mandatory. Proposals must be submitted electronically through www.michigan.gov/SIGMAVSS, and virtual meetings are acceptable for prospective bidders.

The State encourages submissions from qualified bidders, including those from outside the USA, provided they meet all RFP requirements and Schedule E data security specifications. The State has the flexibility to award contracts to single or multiple vendors based on their offerings. Specific technical details regarding current PSTN connectivity diagrams, detailed call volume breakdowns by call center, application integrations (such as Salesforce or ServiceNow), and individual phone models and quantities were deemed not pertinent to the RFP evaluation. The RFP represents a continuation and enhancement of existing infrastructure rather than a wholesale technology replacement initiative.

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Michigan.gov/MiProcurement

BIDDER QUESTIONS & ANSWERS

220000001095 Unified Communications

Q #

Document and Section

Page #

Bidder Question

State Response

SCHEDULE A - TABLE 1 - BUSINESS SPECIFICATIONS WORKSHEET

The mandatory minimum requirements are written for Cisco; Is DTMB looking to replace the existing Cisco products, or does DTMB intend to keep the existing Cisco systems?

DTMB intends to keep the existing Cisco systems.

SCHEDULE A - TABLE 1 - BUSINESS SPECIFICATIONS WORKSHEET

Cloud contact center as a service providers, such as ours, can provide applications that will allow the state to streamline processes and operations, however as written, the mandatory minimum requirements are Cisco specific and we cannot comply. Can you please relax the current requirements and provide the contact center features and requirements (call recording, screen recording, agent assist, virtual agent, AI, WFM, surveys, etc.)

The State is not looking to replace the call center with this RFP.

Can companies from Outside USA apply for this?(India or Canada)

Bidders who are able to meet all requirements of this RFP are encouraged to submit a proposal. See Schedule E for Data Security Requirements.

Whether we need to come over there for meetings?

Virtual meetings are acceptable

Proposal Instructions

Can we submit the proposals via email?

The bidder must submit its proposal, all attachments, and any modifications or withdrawals electronically through www.michigan.gov/SIGMAVSS.

Is it the State’s goal to move to a Cloud based UC platform?

No, the State is not looking to move to a Cloud based UC platform.

If goal is to move to a Cloud based platform, can you please provide a list of locations, quantity of phones per location

N/A

Schedule A, Section 9

Please provide the model and quantity of each phone

Models and quantities change and are irrelevent to this RFP

Please provide quantity of outbound calls and minutes for local as well as long distance

Does not pertain to this RFP.

Please provide description of current PSTN connectivity, specifically how many concurrent calls are used to support your environment

SIP connectivity.The State averages from approximately 800-1100 calls.

Can you please provide a diagram of your current wide area network

This will be provided at the time of award.

Please define your contact center environment, including current platform, quantity of agents, quantity of supervisors and administrators

The State's current capacity is 1,500 configured agents and 400 supervisors

Schedule A, Section 4

How many concurrent agents are working at any one time?

The States current capacity is 1,500 configured agents and 400 supervisors

Please provide details on the quantity of calls that are received, broken out by call center?

Does not pertain to this RFP.

What is the average call time for contact center agents?

Varies by call center, time of year, etc.

Do you require support of outbound calling campaigns, if so please provide quantity of minutes.

No, the State does not require support of outbound calling campaigns.

Will you require use of omnichannel capabilities (email, chat, sms)? If so, please define channels required by contact center.

No, the State does not require use of omnichannel capabilities

Please define the languages that need to be supported in any IVR applications

N/A

Schedule E

Please list any specific security requirements needed for your contact centers (i.e. FedRAMP)

See Schedule E - Data Security Requirements

Schedule A, Section 9

Please provide any applications that need to be integrated with contact center (i.e. Salesforce, Service Now)

See Schedule A, Section 9 - Integration

Schedule A, Section 2

Are you willing to take on application solutions from mulitple vendors or do they have to be a suite from a single vendor?

The State encourages all vendors to submit their offerings for single and/or multiple applications. The State has the ability to award to multiple vendors, if necessary.

Schedule A, Section 2

While the RFP mentions Service Monitoring is there also a need for Call Quality Monitoring or Call Analytics?

Desired, not required

Schedule A, Section 2

Out of the 40k endpoints noted, how many are user defined vs common area devices?

Approximately 90% are user defined

SCHEDULE A - STATEMENT OF WORK, Section 2

What are the quantities of the Cisco UCS physical servers?

18 physical servers

SCHEDULE A - STATEMENT OF WORK, Section 2

What are the models and quantities of the Oracle session boarder controllers?

2 pairs of 4600's

SCHEDULE A - STATEMENT OF WORK, Section 2

What are the models and quantities of the Cisco gateways?

(<10) ISR & (2) ASR

SCHEDULE A - STATEMENT OF WORK, Section 2

Please provide the actual count of virtual machines, listing the count of PUBs and SUBs for each server category (CUCM, Unity, CCX, PCCE, Expressway, Informacast, etc). Example: (2) CUCM PUB, (10) SUB

(5) CUCM Pubs, (40) CUCM Subs, (3) CUC Pubs, (3) CUC Subs, (4) UCCX Pubs, (4) UCCX Subs, (2) Informacast, (4) VCS Expressways, (2) 2 Ring Servers, (15) PCCE, (1) CER PUb, (1) CER Sub

SCHEDULE A - STATEMENT OF WORK, Section 2

Please provide a Cisco license report, or an estimated count of active CUCM registered users, Unity users, Contact Center Express, PCCE and common area phones

Approximately 40,000 users

SCHEDULE A - STATEMENT OF WORK, Section 2

Please provide a report or summary of incidents per month related to telephony over the past twelve months

Approximately 1500 per month.

RFP No. 220000001095 / Section

What is the maximum quantity of contact center users/agents and supervisors state-wide handling transactions?

The States current capacity is 1,500 configured agents and 400 supervisors

RFP No. 220000001095 / Section

Does each agency contact center require different capabilities (i.e. some require basic functionality, others require a broad set of capabilities)

Does not apply

RFP No. 220000001095 / Section

What is the average minutes of inbound toll-free calling the contact centers handled per month (across all channels)?

Does not apply

RFP No. 220000001095 / Section

What is the average minutes of local inbound (DID) calling the contact centers handled per month (across all channels)?

Does not apply

RFP No. 220000001095 / Section

What CRMs do the state agencies leverage? ServiceNow, Salesforce, Microsoft Dynamics 360, etc.

Does not apply

RFP No. 220000001095 / Section

Are any of the state’s emergency services (fire, police departments) requirements covered under this RFP?

No, the State's emergency services requirements are not covered under this RFP.

RFP No. 220000001095 / Section

Hours of operation?

24x7x365

RFP No. 220000001095 / Section

How much time is spent in the IVR?

Does not apply

RFP No. 220000001095 / Section

What’s the % completed in the IVR (self service)?

Does not apply

RFP No. 220000001095 / Section

What’s the average talk time in the IVR?

Does not apply

RFP No. 220000001095 / Section

Other channels – expected volumes, if planning to utilize - Max number of hourly chat interactions:

Does not apply

RFP No. 220000001095 / Section

Other channels – expected volumes, if planning to utilize - Max number of hourly email interactions:

Does not apply

RFP No. 220000001095 / Section

Other channels – expected volumes, if planning to utilize - Max number of hourly chatbot interactions:

Does not apply

RFP No. 220000001095 / Section

Other channels – expected volumes, if planning to utilize - Max number of hourly voicebot interactions:

Does not apply

GENERAL QUESTION

Is this RFP for a cloud contact center platform to enhance the existing Cisco systems? Or, will DTMB be issuing an RFP at a later date for a cloud contact center platform?

No, this RFP is to procure a solution which enhances the existing Cisco systems.

Schedule A, Section 2

Can the State please provide numbers (counts) for each of following: Virtual Machines (VM's), Cisco UCS B-Series Servers, Cisco UCS C-Series Servers?

(16) Cisco UCS B-Series Servers, (2) Cisco UCS C-Series Servers, (94) Virtual Machines

Schedule B, Pricing

The proposed Service Monitoring solution component of the suite is subscription-priced by device count. Can the state please provide a place or mechanism in Schedule B to provide this pricing as part of the total solution?

Schedule B of the RFP has two different pricing tables to input this information: Table A is for Subscription licenses and Table B is for Non-Subscription licenses

Schedule A, Table 1

The RFP outlines basic device monitoring requirements. Does the State require deeper UC Service-level information, such as UC application metrics, call record reporting/analysis, call quality reporting/analysis, etc?

Desired, not required

Schedule A, Section 2

What UC Application versions are being utilized by the State today (e.g CUCM, CUC, PCCE)?

12.X

Schedule A, Table 1

Also for sizing purposes, can the State please specify the number of PCCE (contact center) agents?

200 PCCE agents

Schedule A, Section 2

I see you are looking for tools to interoperate with a Cisco platform. What I wanted to ask is would your customer entertain a Zoom option if we are able to be compliant with all the aforementioned requirements?

No, the State is not looking to move to a Cloud based UC platform.