VOIP_RFP_2026-0521.pdf

REQUEST FOR PROPOSALS

CITY OF CONROE RFP#2026-0521

VOIP TELEPHONY SYSTEM

CITY OF CONROE

P.O BOX 3066

CONROE. TX 77305

RESPONSES DUE – THURSDAY, MAY 21, 2026 @ 2:00 PM

NOTICE FOR PROPOSALS

The City of Conroe will be accepting Proposals from prospective vendors to supply an IP Telephony Solution to the City of Conroe. The City utilizes the OpenGov https://procurement.opengov.com/signup for electronic submission “RFP 2026-0521 VOIP Telephony System”. Responses are due no later than Thursday, May 21, 2026 at 2:00 p.m. and will be publicly opened at the Purchasing Department – Dean Towery Service Center, Building A, 401 Sgt. Ed Holcomb Blvd S., Conroe Texas 77304.

RFP documents may be reviewed and downloaded online from OpenGov. Copies of all questions and answers, and any addenda to supplement the RFP, will be published on the website above no later than three days prior to the opening due date.

No statement may in any way qualify, modify, substitute or change any part of the instructions to respondents. The City of Conroe reserves the right to reject any and all Bids and to award this request for proposals to the proposer that offers the best value to the City, taking certain evaluation factors into consideration as set forth in this request for proposals.

CITY OF CONROE

CC: 04/30

05/07 05/14 https://opengov.com/ https://procurement.opengov.com/signup https://opengov.com/

Table of Contents

1 STATEMENT OF WORK

1.1 PURPOSE

1.2 COVERAGE & PARTICIPATION

2 GENERAL INFORMATION

2.1 ORIGINAL RFP DOCUMENT

2.2 THE ORGANIZATION

2.3 EXISTING TECHNOLOGY ENVIRONMENT

2.4 SCHEDULE OF EVENTS

3 PROPOSAL PREPARATION INSTRUCTIONS

3.1 VENDOR’S UNDERSTANDING OF THE RFP

3.2 GOOD FAITH STATEMENT

3.3 COMMUNICATION

3.4 CRITERIA FOR SELECTION

3.5 SELECTION AND NOTIFICATION

4 SCOPE OF WORK, SPECIFICATIONS & REQUIREMENTS (SEE EXCEL “CITY OF CONROE

VOIP RFP VENDOR COMPLIANCE MATRIX SPLIT” TABS FOR “INSTALL & MIGRATION”

AND/OR “SUPPORT SERVICES” TO BE COMPLETED)

4.1 OVERVIEW OF PROPOSED SOLUTION

4.2 TECHNICAL SPECIFICATIONS

4.2.1 TEAMS PHONE REQUIREMENTS

4.2.2 RFP NEEDS (EXCEL SECTION “INSTALL & MIGRATION” SECTION)

4.2.3 HIGH AVAILABILITY

4.2.4 SECURITY

4.3 COMMUNICATIONS FEATURES

4.3.1 CALL CONTROL FEATURES

4.3.2 MESSAGING FEATURES

4.3.3 CONFERENCING CAPABILITIES

4.3.4 UNIFIED COMMUNICATIONS

4.3.5 END USER DEVICES

4.3.6 MOBILITY

4.4 SYSTEMS MANAGEMENT (EXCEL TAB “SUPPORT SERVICES”)

4.5 SUPPORT AND MAINTENANCE (EXCEL TAB “SUPPORT SERVICES”)

4.5.1 SERVICE PROVIDER

4.5.2 PRODUCT HISTORY

4.6 ENGAGEMENT METHODOLOGY

5 RESPONSE FORMAT

6 BUDGET & ESTIMATED PRICING

6.1 TOTAL COST SUMMARY

7 INFORMATION REQUIRED

7.1 PERSONAL INFORMATION

7.2 NON-DISCLOSURE AGREEMENT

7.3 COSTS

7.4 INTELLECTUAL PROPERTY

7.5 RESPONDENT’S RESPONSES

7.6 GOVERNING LAW

7.7 NO LIABILITY

7.8 ENTIRE RFP

8 VENDOR CERTIFICATION

TERMS, CONDITIONS AND CLAUSES

1 Statement of Work

1.1 Purpose

The purpose of this Request for Proposal (RFP) is to invite prospective vendors to submit a proposal to supply an IP Telephony solution to the City of Conroe. The RFP provides vendors with the relevant operational, performance, application, and architectural requirements of the system.

1.2 Coverage & Participation

The intended coverage of this RFP, and any agreement resulting from this solicitation, shall be for the use of all departments at City of Conroe along with any satellite offices. The City of Conroe reserves the right not to enter into any contract, to add and/or delete elements, or to change any element of the coverage and participation at any time without prior notification and without any liability or obligation of any kind or amount.

2 General Information

2.1 Original RFP Document

The City of Conroe shall retain the RFP, and all related terms and conditions, exhibits and other attachments, in original form in an archival copy. Any modification of these, in the vendor’s submission, is grounds for immediate disqualification.

2.2 The Organization

The City of Conroe is a full-service municipal government located in Montgomery County, Texas, committed to providing high-quality services to its residents, businesses, and visitors. Operating under a council-administrator form of government, the City Council sets policy and strategic direction, while the City Administrator oversees day-to-day operations across all departments.

The organization is structured into several key departments that deliver services including public safety, utilities, infrastructure maintenance, parks and recreation, community development, finance, and technology. The City also manages public transportation, economic development initiatives, and emergency management operations to support its rapidly growing population.

Staffed by approximately 700–800 full-time employees, the City of Conroe emphasizes efficiency, transparency, and responsiveness, striving to maintain a high quality of life and ensure responsible stewardship of public resources.

2.3 Existing Technology Environment

The following is a listing of our current telephony environment.

City of Conroe is currently utilizing a Mitel premise-based solution with servers at 5 locations supporting a total of 40 locations.

Total Mitel “named” devices is 1,033 Consolidated Communications provides SIP trunk to Mitel Receptionists at 15 buildings Faxes are on analog SIP paging system at 15 locations Viking E-1600-IP-EWP for emergency calling across the City Exacom software records Mitel, 911 Calls, and Police Radios Reporting is done through Brightmetrics 72 Auto Attendants 77 Hunt Groups Around 1500 DIDs 9 trunk groups collectively totaling 146 trunks Have 1Gb Internet connectivity; most of the City buildings route back to City Hall for internet connectivity, PD has a secondary connection for failover Some legacy analog devices (elevators, fax machines, etc.)

Extension dialing

2.4 Schedule of Events

The following is a tentative schedule that will apply to this RFP but may change in accordance with the organization’s needs or unforeseen circumstances. Changes will be communicated by e-mail to all invited bidders.

Issuance of RFP 04/23/2026 Technical Questions/Inquiries Due 05/15/2026 2pm RFP Closes 05/21/2026 2pm Complete Initial Evaluation TBD Final Award Notification TBD

3 Proposal Preparation Instructions

3.1 Vendor’s Understanding of the RFP

In responding to this RFP, the vendor accepts full responsibility to understand the RFP in its entirety, and in detail, including making any inquiries to the City of Conroe as necessary to gain such understanding. The City of Conroe reserves the right to disqualify any vendor who demonstrates less than such understanding. Further, the City of Conroe reserves the right to determine, at its sole discretion, whether the vendor has demonstrated such understanding. That right extends to cancellation of award, if award has been made. Such disqualification and/or cancellation shall be at no fault, cost, or liability whatsoever to City of Conroe.

3.2 Good Faith Statement

All information provided by the City of Conroe in this RFP is offered in good faith. Individual items are subject to change at any time. The City of Conroe makes no certification that any item is without error. The City of Conroe is not responsible or liable for any use of the information or for any claims asserted there from.

3.3 Communication

Verbal communication shall not be effective unless formally confirmed in writing by a specified procurement official in charge of managing this RFP process. In no case shall verbal communication govern over written communication.

3.3.1 Vendors’ Inquiries. Applicable terms and conditions herein shall govern communications and inquiries between the City of Conroe and vendors as they relate to this RFP. Inquiries, questions, and requests for clarification related to this RFP are to be submitted online at OpenGov.

3.3.2 Formal Communications shall include, but are not limited to:

All questions pertaining to this project should be submitted on OpenGov. Contractors will be responsible for all addenda issued whether received or not. FINAL QUESTIONS must be submitted 72 hours before the due date and time which will allow for final addenda to be issued within that 72-hour period.

Errors and omissions in this RFP and enhancements. Vendors shall recommend to the City of Conroe any discrepancies, errors, or omissions that may exist within this RFP. With respect to this RFP, vendors shall recommend to the City of Conroe any enhancements, which might be in the City of Conroe best interests.

These must be submitted on OpenGov and be received 72 hours before the due date.

Inquiries about technical interpretations must be submitted in writing and be received 72 hours before the due date. Inquiries for clarifications/information that will not require addenda may be submitted on OpenGov at any time during this process.

3.3.3 Addenda: The City of Conroe will make a good-faith effort to provide a written response to each question or request for clarification that requires addenda within 3 business days. All questions, answers, and addenda will be shared with all recipients.

The City of Conroe will not respond to any questions or requests for clarification that require addenda, if received by the City of Conroe within 72 hours before the due date.

3.4 Criteria for Selection

The evaluation of each response to this RFP will be based on its demonstrated competence, compliance, format, and organization. The purpose of this RFP is to identify those suppliers that have the interest, capability, and financial strength to supply the City of Conroe with an IP Telephony solution identified in the Scope of Work.

As authorized by Government Code the Evaluation Committee will evaluate and rank the proposals and will identify the offeror that submits the bid that offers the best value for the Owner based on the selection criteria and weighted value set forth below.

Evaluation Criteria:

The selection criteria are:

• System Reliability, Service, and Support

• Integration and Technical Capabilities (Referenced in Excel documentation)

• Vendor qualifications, references, and certifications/attestations

• Security, Compliance, and other technical capabilities

• Cost and length of contract

The Owner shall first attempt to negotiate a contract with the selected offeror. The Owner and/or its IT Director may discuss with the selected offeror options for a scope or time modification and any price change associated with the modifications and any such modifications may be included in the final contract.

If discussions with the selected offeror are unsuccessful for any reason, the City will terminate negotiations formally and in writing with such Contractor and proceed to the next offeror in the order of the selection ranking until an agreement is reached or all bids are rejected.

Upon reaching an agreement the contract will be placed in writing and executed by both parties and a purchase order will be issued by Owner for the contract amount.

3.5 Selection and Notification

Vendors determined by the City of Conroe who possess the capacity to compete for this contract will be selected to move into the negotiation phase of this process. Written notification will be sent to these vendors via email. Those vendors not selected for the negotiation phase will not be notified.

4 Scope of Work, Specifications & Requirements (See Excel “City of Conroe VOIP RFP Vendor Compliance Matrix Split” tabs for “Install & Migration” and/or “Support Services” to be completed)

The City of Conroe is seeking a vendor to provide a fully managed cloud telephony solution, leveraging either Operator Connect or Direct Routing as a Service, with robust support for Teams Phone. The solution must include 24x7 support, and vendors should clarify whether this includes break/fix support only or encompasses full managed services (e.g., moves/adds/changes). Integration with four existing paging systems (Fleet, Warehouse, Parks, and Fire)—all of which have ranked paging as a priority—must be provided, using either SIP connections (for Operator Connect) or SBC licensing (for Direct Routing). The additional excel document titled “City of Conroe VOIP RFP Vendor Compliance Matrix Split” must be completed for all proposals\bids to ensure the installer and/or supporting vendors can complete all items. There are three tabs at the bottom-“Instructions”; “Install & Migration”; and “Support Services” that vendors can show they can fulfill the needed requirements as “Yes Fully”; “Yes Partially”;

“No”. If using “partially” or “no” there is a space for notes and explanations.

4.1 Overview of Proposed Solution

The City of Conroe is requesting a comprehensive, fully managed and deployed Teams Phone system that can be deployed via Operator Connect or Direct Routing as a Service. This system will replace the City’s existing telephony infrastructure and unify voice, messaging, paging, and e-fax services into a secure, scalable, and compliant Microsoft Teams-based platform.

4.2 Technical Specifications

Please describe in detail how the proposed IP Telephony system will meet or exceed each of the following baseline requirements.

4.2.1 Teams Phone Requirements

• Fully managed infrastructure (Operator Connect or Direct Routing as a Service)

• 24x7 Support

• Integrate to existing Paging System(s) (see addendum for specifications) to departments (Fleet, Warehouse, Parks, Fire) ranked paging a 3 or 4

• Automatic call recording for code enforcement, PD (police radios, Teams phone, and 911 calls all must be recorded with unlimited retention)

• Police Admin needs calls to be recorded without an announcement

• SMS capabilities (Public Works, Police Records, Admin/Legal, Code Enforcement, HR, Transit, Parks, Finance, Economic Development)

• 300 Common Area Phones

• E-fax

• Expansion Modules for Receptionist Phones

• Teams Premium for Queues App (IT, Courts, Dispatch, Police Admin, Permits, Utility Billing, HR, Parks, Finance)

• Call reporting (Transit, HR, Utility Billing, Permits, PD, Courts, Fire, Dispatch, Public Works).

4.2.2 RFP Needs (Excel section “Install & Migration” section) The additional excel document titled “City of Conroe VOIP RFP Vendor Compliance Matrix Split” must be completed for all proposals\bids to ensure the installer and/or supporting vendors can complete all items. Specific to this section is the “Install & Migration”. There are three tabs at the bottom-“Instructions”; “Install & Migration”;

and “Support Services” that vendors can show they can fulfill the needed requirements as “Yes Fully”; “Yes Partially”; “No”. If using “partially” or “no” there is a space for notes and explanations.

• 350 Teams Phone users

• 350 desk phones (suggest either a Yealink MP56 E2 or AudioCodes C455HD)

• 20 expansion modules for desk phones

• 300 Common Area Phones (suggest either Yealink MP52 E2 or AudioCodes C430HD)

• Current SIP trunk capacity is 146 concurrent calls

• Number of DIDs to port for new SIP provider or Operator Connect (see addendum for counts)

• Number of parked DIDs to port for new SIP provider or Operator Connect (see addendum for counts)

• Number of remaining analog devices and how many ATAs are needed (see addendum for counts)

• 72 Auto Attendants

• 77 Call Queues

• Number of users that need SMS (Public Works, Police Records, Admin/Legal, Code Enforcement, HR, Transit, Parks, Finance, Economic Development) (see addendum for counts)

• Number of users that need enhanced call reporting (Transit, HR, Utility Billing, Permits, PD, Courts, Fire, Dispatch, Public Works) (see addendum for counts)

• Number of users that need basic automatic call recording (unlimited retention) – Code Enforcement requested this (will require a Microsoft certified compliance recording software; Exacom should fulfil this requirement if going Direct Routing. If going Operator Connect the provider will need to include this connection to their SBC if they support it) (see addendum for counts)

• Number of advanced automatic call recording of Teams phone, police radios and 911 calls with unlimited retention and ability to not have an announcement played that call is being recorded (Exacom should work with Teams Direct Routing, if going Operator Connect the provider will need to include this connection to their SBC if they support it) (see addendum for counts)

• Custom Music on Hold

• Call Park Locations

• Fax machines and e-fax moved to new solution and has CJIS and HIPAA requirements

• 24x7 Support fully managed solution to include break/fix/moves/adds/changes

• Managed Infrastructure (Operator Connect or Direct Routing as a Service with new SIP provider)

• Teams Phone Standard for non G5 users

• Teams Shared Device License for each Common Area Phone (300)

• Number of users that need Teams Premium (IT, Courts, Dispatch, Police Admin, Permits, Utility Billing, HR, Parks, Finance; can license supervisors only or can license each call queue user for a better experience) (see addendum for counts)

• paging systems (Fleet, Warehouse, Parks, Fire) to integrate into Teams (will need a SIP connection for each if using Operator Connect, or will need a license for each on an SBC if Direct Routing)

• 40 locations

• Number of Viking E-1600-IP-EWP 911 SIP call boxes (see addendum for counts)

• Outbound Caller ID policy

• Onsite implementation

• Remote or Onsite Training Sessions (vendor should specify)

• 6-8 migration events (need connectivity to Mitel during migration).

4.2.3 High Availability

The proposed telephony solution must be architected with high availability (HA) and business continuity in mind to support the City of Conroe’s critical public service operations, including Police, Fire, Emergency Services, Code Enforcement, and 911 communications. The vendor must ensure redundant connectivity, geo-redundant infrastructure, and failover mechanisms to prevent single points of failure. The system must maintain 99.99% uptime SLA or greater, with automatic rerouting of calls and service continuity in the event of infrastructure, carrier, or regional outages. Additionally, Teams-related services such as auto attendants, call queues, and compliance recording must remain operational during outages or connectivity disruptions. The vendor must detail their HA design, including the resilience of SIP trunking, SBCs (if applicable), SMS, e-fax, and call recording components.

4.2.4 Security

The proposed solution must adhere to robust security standards appropriate for a municipal government environment handling sensitive data, including personally identifiable information (PII), law enforcement communications, and HIPAA-regulated information. Vendors must describe how their solution will meet or exceed the following requirements:

End-to-End Encryption: All voice, SMS, e-fax, and Teams-based communications must be encrypted in transit and at rest.

The vendor must ensure TLS/SRTP encryption for SIP traffic and Microsoft 365 compliance for Teams communications.

Compliance Recording: Call recording solutions must be Microsoft-certified and compliant with CJIS, HIPAA, and state/local retention laws. Recordings for police radios, Teams phones, 911 calls, and code enforcement must be stored with unlimited retention and protected against unauthorized access.

Access Controls & Role-Based Permissions: The system must support Azure AD integration with granular role-based access controls (RBAC) to restrict administrative and user-level functions. Administrative portals and reporting dashboards must log access activity and enforce multi-factor authentication (MFA).

Data Residency & Sovereignty: All data, including call recordings, SMS logs, and e-fax transmissions, must be stored in U.S.-based data centers and comply with federal, state, and local data residency requirements.

Audit Logs & Monitoring: The vendor must provide visibility into administrative actions, call recordings, and configuration changes through auditable logs, accessible by authorized personnel and retained per City policy.

DDoS Protection and Network Security: All hosted services must include protections against denial-of-service (DoS/DDoS) attacks, ensure secure SBC configurations, and apply regular patching and hardening practices.

Vendor Security Practices: The vendor must disclose relevant third-party security certifications (e.g., SOC 2 Type II, ISO 27001) and submit to security questionnaires or risk assessments as needed. Also note that due to the nature of the Police Department, Criminal Justice Information System (CJIS) compliance will need to be met by anyone performing work at and with the PD.

Secure Porting and Migration: During number porting and Mitel-to-Teams migration, the vendor must ensure secure handling of credentials, numbers, and configuration data, with no disruption to mission-critical services.

4.3 Communications Features

The proposed solution must deliver a unified, secure, and highly functional communication platform centered around Microsoft Teams, enabling voice, video, messaging, SMS, e-fax, and conferencing capabilities across the City of Conroe’s departments.

Key features must include robust call control with auto attendants, call queues, voicemail, call park, and custom music on hold; advanced call recording with unlimited retention; SMS and e-fax integration; and Microsoft Teams-based audio/video conferencing with screen sharing, guest access, and transcription. The system should support 24x7 communication needs with seamless integration across desktop, mobile, and Teams-certified devices while ensuring full compliance with CJIS, HIPAA, and public records requirements. All communication tools must be scalable, user-friendly, and designed to support high availability, security, and operational continuity across 40+ municipal locations.

4.3.1 Call Control Features

The proposed solution must deliver a robust and flexible call control system that supports advanced routing, user-specific configurations, and seamless integration with Microsoft Teams. Vendors must describe how their platform supports the following call control features, either natively or through certified third-party solutions:

• Auto Attendants & Call Queues: Support for a minimum of 72 auto attendants and 77 call queues, with configurable business hours, holiday schedules, call routing logic, directory search, and customizable greetings.

• Call Parking & Retrieval: Ability to create and manage multiple call park locations, allowing users to place calls on hold and retrieve them from any Teams device or compatible endpoint.

• Call Transfers & Forwarding: Support for blind transfers, consultative transfers, and forwarding (unconditional, busy, no-answer) with user-controlled settings and policy-based enforcement.

• Shared Line Appearance & Delegation: Configuration of shared lines, team-based answering, and executive/admin delegation, including simultaneous ringing and call pick-up scenarios.

• Hunt Groups: Ability to configure hunt groups with options such as round-robin, longest idle, parallel ringing, and overflow handling for high-demand departments like Utility Billing, Permits, and Dispatch.

• Custom Music on Hold: Ability to upload and assign department-specific or City-branded custom music or messages on hold, including support for different music by queue or call park location.

• Call Recording Controls: Ability to start, stop, pause, and tag recordings (where compliant), and distinguish between basic (e.g., Code Enforcement) and advanced (e.g., 911, PD radio) scenarios with the ability to suppress recording announcements for select roles (e.g., Police Admin).

• Caller ID Policies: Centralized management of outbound caller ID, allowing the assignment of direct numbers or departmental numbers (e.g., Utility Billing, Parks) based on user or group.

• Do Not Disturb & Presence-Based Routing: Respect user presence status for routing rules and enable do-not-disturb (DND) functionality with customizable exceptions (e.g., allow emergency bypass by supervisors).

• Voicemail & Transcription: Visual voicemail with transcription, configurable greetings, voicemail-to-email forwarding, and retention settings based on City policy.

• Device-Based Features: Full support for Teams-certified desk phones (e.g., Yealink MP56 E2, AudioCodes C455HD) with expansion modules, enabling receptionists and high-volume users to manage multiple lines, queues, and contacts.

• Queue & Call Handling via Teams Premium: Support for advanced call queue features like call routing by presence, prioritized routing, analytics dashboards, and Teams Premium Queues App integration for departments such as IT, Dispatch, Police Admin, Permits, Utility Billing, HR, and Finance.

4.3.2 Messaging Features

The proposed solution must support integrated, secure messaging capabilities that meet the operational needs of municipal departments while aligning with compliance and retention requirements. Vendors must describe how their solution supports the following messaging features, with an emphasis on Microsoft Teams integration, SMS/MMS functionality, and regulatory compliance:

• Microsoft Teams Messaging

• Persistent Chat & Channels: Full support for 1:1, group, and channel-based messaging within Microsoft Teams, including threaded conversations, file sharing, emojis, reactions, and tagging.

• Cross-Department Collaboration: Users across departments (e.g., Police, Public Works, Code Enforcement, HR, Finance) must be able to communicate securely and efficiently with shared Teams channels or teams.

• Mobile Messaging: Messaging must be fully functional on mobile devices (iOS/Android) with push notifications, synchronization across platforms, and offline access.

• Message Retention & Compliance: Integration with Microsoft Purview for retention policies, audit logs, legal holds, and message traceability to comply with public records laws, CJIS, and HIPAA (where applicable).

• Guest Access & External Federation: Secure messaging with authorized external partners (e.g., state agencies or vendors), using Microsoft Teams external access or guest accounts with configurable permissions.

• SMS/MMS Messaging

• SMS Capability for City Departments: Native or integrated SMS functionality must be available for staff in Public

Works, Police Records, Admin/Legal, Code Enforcement, HR, Transit, Parks, Finance, and Economic Development.

• Send & Receive SMS via Teams Interface: Users must be able to send and receive SMS messages from within Microsoft Teams or a linked interface, using assigned DIDs.

• Inbound Routing & Notifications: SMS messages should trigger alerts or route to shared inboxes, Teams channels, or auto-responders as configured by department needs.

• MMS Support (Optional): If supported, vendors should indicate whether MMS (pictures, attachments) are enabled and how they are stored and protected.

• Logging & Archiving of SMS: All SMS messages must be logged and stored in a searchable archive, with support for message retention, e-discovery, and compliance with public records requirements.

• Number Pooling & Assignment: Ability to assign SMS-enabled DIDs to individual users or departments, with flexibility to reassign as staffing or roles change.

• E-Fax Integration

• HIPAA-Compliant E-Fax Solution: The vendor must offer integrated or standalone HIPAA-compliant e-fax capabilities, accessible via desktop, email, or Teams interface, allowing staff to securely send/receive faxes without physical machines.

• Number Porting & Delivery Options: Must support porting existing fax numbers and routing incoming faxes to designated email addresses, folders, or Teams channels.

• Audit Trails & Retention: Full audit logs and retention options for all fax transmissions, compliant with state/local and departmental regulatory needs.

4.3.3 Conferencing Capabilities

The proposed solution must provide secure, reliable, and feature-rich audio and video conferencing services fully integrated with Microsoft Teams, supporting both internal collaboration and external engagement. Vendors must detail how their solution enables the following conferencing capabilities, including licensing, device support, and compliance requirements.

• Microsoft Teams Audio/Video Conferencing

• Scheduled and Ad-Hoc Meetings: Full support for scheduling and launching audio/video meetings through

Teams, Outlook, and mobile apps, including instant “Meet Now” functionality.

• Integrated Calendar Support: Seamless integration with Microsoft Exchange/Outlook calendars, including the ability to join meetings directly from invites, Teams, or compatible endpoints.

• External Participant Access: Support for guest users and external participants via web browser or dial-in options, with no requirement for Teams licenses on the guest side.

• Audio Conferencing Dial-In: Inclusion of Microsoft Teams Audio Conferencing licenses, allowing participants to join via PSTN dial-in numbers, with global/local number availability and customizable dial-in settings.

• Device & Room System Compatibility

• Teams Room System Support: Compatibility with existing or future Teams Room devices and hardware (e.g., conference phones, smart displays, meeting room systems).

• Common Area Devices: Ensure conferencing features are usable on common area phones and multi-user devices, where applicable.

• Quality of Service (QoS): Vendor must ensure appropriate configuration and monitoring for network prioritization, jitter/latency control, and meeting reliability.

• Advanced Collaboration Features

• Screen Sharing & Presentation Tools: In-meeting features must include screen sharing, PowerPoint Live, Whiteboard, file collaboration, and annotation.

• Breakout Rooms: Support for breakout rooms during larger meetings or training sessions, with the ability to assign users, move between rooms, and manage independently.

• Live Captions & Transcription: Availability of real-time captioning, post-meeting transcriptions, and recordings stored in OneDrive/SharePoint with appropriate retention settings.

4.3.4 Unified Communications

The proposed solution must include a fully integrated desktop communications client, preferably Microsoft Teams, that provides real-time presence awareness, unified messaging, voice/video calling, and conferencing capabilities. The client must display user availability status (e.g., available, busy, in a meeting, away, do not disturb) based on calendar integration and user activity, enabling efficient internal communication and call routing. Users must be able to initiate and manage calls, chats, meetings, screen sharing, and file collaboration directly from the desktop client without switching between applications. The client must also support SMS integration, visual voicemail, voicemail transcription, and allow users to access call queues, auto attendants, and recording features as authorized. Integration with Microsoft 365 services (Outlook, SharePoint, OneDrive) is essential to enable seamless collaboration, while security controls such as multi-factor authentication, data encryption, and policy-based access must be in place to support compliance and secure operations across departments.

4.3.5 End User Devices

Desk Phone and Conference Room Device Requirements General Device Requirements (All Phones)

• All desk phones and conference room devices must be Microsoft Teams-certified and support the following baseline capabilities:

• Native Microsoft Teams interface with seamless login using Azure AD credentials

• High-definition (HD) voice quality with full-duplex speakerphones

• Power over Ethernet (PoE) support and optional AC adapters

• Touchscreen interface (where applicable) for ease of use

• Support for call hold, transfer, forwarding, and park

• Voicemail access with message waiting indicator

• Support for custom music on hold and user-specific call settings

• Firmware management and remote provisioning

• Secure SIP signaling and SRTP encryption (where applicable)

• Built-in support for Teams call queues and auto attendants

Desk Phone User Levels and Preferred Capabilities

User Type Preferred Device Key Capabilities

Standard Staff User Yealink MP56 E2 or AudioCodes C455HD

Touchscreen, Teams-native interface, headset support, contact search, voicemail

Receptionist/Admin MP56/C455HD + Expansion Module

Multiple line handling, presence display, speed dials, queue monitoring

Mobile Field Staff Teams mobile app or softphone only

Mobile Teams client, push notifications, voicemail, SMS (where assigned)

Shared/Common Areas

Yealink MP52 E2 or AudioCodes C430HD

Basic call capabilities, shared line appearance, call park/retrieve

Supervisors/Queue Leads

MP56 or Teams desktop client + Premium

Full Teams call queue access, advanced reporting, transfer/pickup, Teams Premium

Police, Fire, Dispatch MP56/C455HD or console device

Speed dial, secure call recording, silent record mode, high uptime, durable build

Conference Room Device Requirements Conference rooms and meeting spaces must be equipped with Microsoft Teams Rooms (MTR)-certified solutions, offering the following:

• One-touch join for scheduled meetings

• Integrated cameras with auto-framing and microphones with noise suppression

• 360-degree audio pickup and high-quality speakers for medium/large rooms

• HDMI ingest or wireless content sharing

• Dual screen support (where applicable)

• Console with meeting controls (mute, participant view, camera toggle, recording)

• Whiteboard and screen annotation tools

• Support for guest joining via browser or dial-in

• Central management via Teams Admin Center or equivalent.

4.3.6 Mobility

To support a modern and flexible work environment, the proposed solution must provide robust workplace mobility features that enable employees to remain connected and productive across office, remote, and field-based scenarios. The system must support the ability to simultaneously ring multiple user devices, including desk phones, mobile devices, and desktop clients, ensuring seamless call handling regardless of location.

Key mobility requirements include:

• Simultaneous Ringing: Users must be able to configure calls to ring their Teams desktop client, mobile app, and desk phone concurrently, with the ability to answer from any device.

• Call Handoff: The solution must support mid-call transfer between devices (e.g., switching from desk phone to mobile) without dropping the call.

• Mobile Teams App Integration: Full-featured Microsoft Teams mobile app support for iOS and Android must be available, allowing access to voice calls, chats, meetings, voicemail, and SMS (where enabled) from any location.

• Voicemail Synchronization: Unified voicemail with access from all devices, including transcription, email forwarding, and message waiting indicators across platforms.

• Presence Awareness Across Devices: Real-time status updates (e.g., in a meeting, on a call) must be synchronized across all user devices to enable smarter routing and colleague visibility.

• Location-Independent Functionality: Users must retain full calling, messaging, and meeting functionality while working remotely, in transit, or from field locations.

• Secure Access: Mobile and remote access must be protected through multi-factor authentication (MFA), conditional access policies, and encrypted connections.

• Support for BYOD (Bring Your Own Device): The platform must function securely on personal mobile devices without compromising data or enterprise policy controls.

4.4 Systems Management (Excel tab “Support Services”)

Vendors must list and describe the central software and user interface(s) included in the proposed solution that will allow City of Conroe IT staff to manage the IP telephony environment. This should include administrative tools for user and device provisioning, call flow configuration, queue and auto attendant management, license management, troubleshooting, monitoring, and security controls. Vendors must explicitly state which software components and administrative capabilities are included as part of the base offering, and which are available only as add-on licenses or separate purchases (e.g., advanced call accounting, analytics dashboards, or third-party integrations). Some solutions offer only basic management out of the box, while others provide a comprehensive, centralized administrative portal with built-in reporting and alerting. The City places high importance on the ease of use, integration of features, and overall functionality of the administrative tools, as these will be critical factors in the evaluation and selection of the IP Telephony system. Vendors should include screenshots, access levels, and configuration capabilities where available.

The additional excel document titled “City of Conroe VOIP RFP Vendor Compliance Matrix Split” must be completed for all proposals\bids to ensure the installer and/or supporting vendors can complete all items. Specific to this section is the “Support Services”. There are three tabs at the bottom-“Instructions”; “Install & Migration”; and “Support Services” that vendors can show they can fulfill the needed requirements as “Yes Fully”; “Yes Partially”; “No”. If using “partially” or “no” there is a space for notes and explanations.

4.5 Support and Maintenance (Excel tab “Support Services”)

The City of Conroe requires a minimum of five (5) years of 24x7 software and hardware support, including onsite support, for all components of the proposed IP Telephony solution. This includes support for desk phones, common area phones, conferencing devices, call recording systems, paging integrations, and any related software platforms (e.g., management consoles, compliance tools, e-fax, SMS systems).

Vendors must provide a detailed description of both standard and extended support and maintenance offerings, including:

• Scope of included services (e.g., hardware replacement, firmware updates, software patches, license renewals)

• Service level agreements (SLAs) for incident response, escalation, and resolution times

• Availability of onsite versus remote support

• Support tiers (e.g., basic, premium, enterprise) and what each tier includes

• Access to technical support resources, documentation, and customer success teams

• Procedures for handling emergency outages or critical failures

• Any additional support options offered at an added cost (e.g., dedicated account manager, training credits, proactive monitoring)

Support quality and responsiveness will be critical evaluation criteria. Vendors must clearly indicate which support services are included in the proposed pricing and which require additional licensing or agreements.

4.5.1 Service Provider

Vendors must state the name of the company that will be responsible for delivering the proposed solution and providing ongoing service and on-site support. If service delivery or support has been outsourced to a third-party partner or subcontractor, the vendor must:

• Identify the name of the third-party firm

• Indicate the length of the relationship with that firm

• Describe the roles and responsibilities assigned to the third party

• Provide details on how service quality, accountability, and coordination are maintained between the vendor and the support partner

This information is required to evaluate the stability, reliability, and continuity of service delivery for the City’s IP Telephony environment.

4.5.2 Product History

Technical Roadmap Vendors must provide a technical roadmap for the proposed IP Telephony solution, including both hardware and software components. This roadmap should explain:

• How the proposed solution fits into the vendor’s current product lifecycle

• Planned feature enhancements, integrations, or platform migrations over the next 3–5 years

• Upcoming end-of-life (EOL) or end-of-support (EOS) dates for any proposed hardware or software

• How long the vendor anticipates supporting and investing in the proposed technologies

• Any anticipated technology shifts, such as transitions from Direct Routing to Operator Connect, integration with

AI-driven call analytics, or support for emerging Microsoft Teams features

• A visual timeline or roadmap graphic is encouraged to illustrate product direction and commitment to ongoing development.

Firmware Update Policies Vendors must provide a clear policy on firmware and software updates for the proposed devices (e.g., desk phones, conference room devices, SBCs) and applications. The response must include:

• Update frequency (e.g., monthly, quarterly, ad hoc based on security needs)

• Types of updates provided (e.g., security patches, bug fixes, feature enhancements)

• How customers are notified of new releases (e.g., release notes, email, customer portal)

• Whether updates are automatically applied, scheduled, or require manual approval

• Any downtime or service impact associated with firmware updates

• Customer responsibilities during the update process, and whether updates are included in the support agreement or require additional service

• Compatibility policies—whether new firmware versions remain compatible with existing management platforms and Teams certification status

Responses will be evaluated based on the transparency, frequency, and customer control of update processes, as well as alignment with best practices for long-term system stability and security.

4.6 Engagement Methodology

Work Location and Execution Requirements

• The vendor must be prepared to perform on-site work at City of Conroe facilities across up to 40 locations, including City Hall, public safety buildings, utility sites, parks, and community centers.

• Remote configuration and support may be permitted where appropriate, but critical deployment tasks, physical installation, user training, and issue resolution may require on-site presence.

• All on-site personnel must comply with City security, identification, and background check requirements, especially when accessing sensitive areas such as Police, Dispatch, and IT infrastructure zones.

• The vendor must coordinate with the City’s IT department to develop and adhere to an approved implementation schedule, including support for 6–8 staged migration events with Mitel coexistence during transition.

Key Vendor Responsibilities

• Complete deployment, configuration, testing, and go-live support for the full IP telephony solution, including all hardware, licenses, and third-party integrations.

• Maintain accountability for number porting, SIP trunk provisioning, call flow setup, auto attendants, queues, paging integration, and SMS/e-fax enablement.

• Deliver and document admin training, end-user training, and ongoing support handoff, including customized materials where applicable.

• Provide a primary project manager and a clearly defined escalation path during deployment and support phases.

• Ensure compliance with CJIS, HIPAA, and public sector retention policies across all components of the solution, including call recording and SMS.

Special Terms and Conditions

• The City of Conroe requires a non-disclosure agreement (NDA) for any vendor personnel exposed to sensitive systems or data.

• All proposed services and solutions must comply with local, state, and federal regulations, and vendors must disclose any third-party subcontractors involved.

• The City reserves the right to approve or reject subcontractors and expects transparency in how responsibilities are distributed.

• A post-implementation audit and review will be required to verify that all services and configurations meet documented requirements.

• Vendors may be required to sign a data handling and retention policy agreement as part of contractual onboarding.

The City retains ownership of all numbers, call recordings, configurations, and related data. No vendor lock-in or proprietary restrictions should prevent the City from managing or transferring services in the future.

5 Response Format All vendors must provide the following information in order for their proposal to be considered responsive. Failure to include any of the requested information may result in disqualification.

1. Company Overview Provide a brief outline of your company and the services offered, including:

o Full legal name of the company o Year the business was established o Number of full-time employees currently employed o Income statement and balance sheet for each of the two most recently completed fiscal years, certified by a public accountant

2. Product and Service Portfolio o An overview of the current product and service offerings relevant to IP telephony, unified communications, call recording, SMS/e-fax, and Microsoft Teams integration.

3. Geographic Reach and Market Presence o Description of your company’s geographic reach, including locations of headquarters, support centers, and field resources.

o Summary of market penetration including customer base size and regions served.

4. Partnerships and Alliances o Outline your organization’s key technology and integration partnerships (e.g., Microsoft, Yealink, AudioCodes, Exacom, SIP trunk providers).

o Include the length and nature of each relationship and certifications held (e.g., Microsoft Gold Partner, Teams

Advanced Specializations).

5. Strategic Direction o Describe your current and future strategies related to cloud voice services, Microsoft Teams telephony, compliance solutions, and government/municipal markets.

6. Client Information o Total number of current active clients o A list of clients with similar needs using similar products and/or services (especially municipalities or government entities) o Documentation or a summary demonstrating the successful completion of a project of comparable size and complexity (especially municipalities or government entities)

7. References o Provide contact information for five (5) references, preferably from projects that are similar in size, application, and scope. (municipalities or government entities preferred) o Include a brief description of each project, highlighting implementation timeline, solution provided, and customer outcomes (municipalities or government entities preferred)

6 Budget & Estimated Pricing All vendors must fill out the following cost breakdown for the implementation of their solution for the City of Conroe’s project as described in this RFP. Costs should be identified as either capital or non-capital in nature. The vendor must agree to keep these prices valid for a minimum of 120 days as of the end of the RFP date.

6.1 Total Cost Summary

For all available deployment models, provide a five-year cost summary as displayed below.

Five Year Total Cost Summary Costs Total Year 1 Year 2 Year 3 Year 4 Year 5

Hardware Software Licensing Installation Maintenance Documentation & Training Project Management Miscellaneous Other (specify)

Total:

Cost Categories:

Hardware: List, describe, and record the cost of each piece of hardware that is required.

Software Licensing: List, describe, and record the licensing, implementation, maintenance, support, and training fees associated with your proposed solution.

Installation: Describe any labor, equipment, supplies, or other costs associated with installing your proposed solution.

Maintenance: Describe and cost out any other ongoing costs associated with the operation and maintenance of your proposed solution.

Documentation & Training: If there are fees associated with your user or technical documentation, list them here.

Project Management: If there are project management fees associated with your proposed solution, list and describe them here.

Miscellaneous: List and describe any other costs associated with your proposed solution.

7 Information Required

7.1 Personal Information

7.1.1 General

Depending on the circumstances, the City of Conroe may require information related to the qualifications and experience of persons who are proposed or available to provide services. This may include, but is not limited to, resumes, documentation of accreditation, and/or letters of reference. The Respondent should not submit as part of its Response any information related to the qualifications, experience of persons who are proposed or available to provide services unless specifically requested. Unless specifically requested, any such information, whether in the form of resumes or other documentation, will be returned immediately to the Respondent. The City of Conroe will treat this information in accordance with the provisions of this document.

7.1.2 Requested Personal Information

Any personal information as marked or identified that is requested from each Respondent by the City of Conroe shall only be used to consider the qualified individuals to undertake the project/services and to confirm that the work performed is consistent with these qualifications. It is the responsibility of each Respondent to obtain the consent of such individuals prior to providing the information to the City of Conroe. The City of Conroe will consider that the appropriate consents have been obtained for the disclosure to and use by the City of Conroe of the requested information for the purposes described.

7.2 Non-Disclosure Agreement

The City of Conroe reserves the right to require any Respondent to enter into a non-disclosure agreement.

7.3 Costs

The RFP does not obligate the City of Conroe to pay for any costs, of any kind whatsoever, which may be incurred by a Respondent or any third parties, in connection with the Response. All Responses and supporting documentation shall become the property of the City of Conroe, subject to claims of confidentiality in respect of the Response and supporting documentation.

7.4 Intellectual Property

The Respondent should not use any intellectual property of the City of Conroe including, but not limited to, all logos, registered trademarks, or trade names of the City of Conroe, at any time without the prior written approval of the City of Conroe, as appropriate.

7.5 Respondent’s Responses

All accepted Responses shall become the property of the City of Conroe and will not be returned.

7.6 Governing Law

This RFP and the Respondent’s Response shall be governed by the laws of the State of Texas. The vendor shall comply with all applicable federal, state, and local laws, regulations, ordinances, and codes, including, but not limited to those pertaining to public records, privacy, cybersecurity, procurement, and…