VOIP_RFP_Vendor_Compliance_Matrix_Split.xlsx

XLSX spreadsheet 24 KB Posted Apr 15, 2026

Attached to: VOIP TELEPHONY SYSTEM
Solicitation number: 2026-0521
Issued by: Harris County, Corpus Christi City, Texas

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Written by GovTribe AI · Apr 24, 2026

This is a VoIP Telephony System Vendor Compliance Matrix for the City of Conroe, Texas, detailing comprehensive technical and service requirements across two bidding categories. The RFP solicits proposals for a fully managed cloud telephony solution to replace the City's existing Mitel system and serve 40 municipal locations with capacity for 146 concurrent calls. The Install & Migration category encompasses 116 requirements covering hardware procurement (350 Teams-certified desk phones, 300 common area phones, expansion modules, and ATAs), licensing (Teams Phone Standard, Shared Device, Premium, and Audio Conferencing licenses), infrastructure deployment with geo-redundancy and 99.99% uptime SLA, number porting of approximately 1,500 DIDs plus parked numbers, paging system integration at Fleet, Warehouse, Parks, and Fire locations, and configuration of 72 auto attendants and 77 call queues. Migration execution must be staged across 6-8 events with Mitel coexistence, occur onsite at all 40 locations without disruption to mission-critical services (Police, Fire, Dispatch, 911), and include SMS, e-fax, and call recording enablement. Training and knowledge transfer for both administrative and end-user personnel are required, with designated project management and compliance with City security protocols.

The Support Services category comprises 91 requirements for ongoing managed services including 24x7 support with defined SLAs by incident severity, hardware replacement with specified turnaround times, firmware and software maintenance, license renewal management, proactive infrastructure and call quality monitoring, compliance recording management with unlimited retention and CJIS/HIPAA compliance, SMS and e-fax platform maintenance, and enhanced call reporting and analytics. The RFP requires vendors to address pricing transparency across support tiers, identify service providers and any third-party subcontractors for City approval, provide a technical roadmap for 3-5 years, and demonstrate data ownership and portability with no vendor lock-in. Security requirements mandate end-to-end encryption, Azure AD integration, role-based access controls, U.S.-based data center storage, DDoS protection, and SOC 2 Type II or ISO 27001 certification. Vendors may bid on one or both categories, with all compliance responses returned via completed spreadsheet in the proposal package.

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File	Type	Posted
VOIP_TELEPHONY_SYSTEM.pdf	PDF	Apr 23, 2026
VOIP_RFP_2026-0521.pdf	PDF	Apr 20, 2026

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Instructions

CITY OF CONROE — VOIP RFP VENDOR COMPLIANCE MATRIX

This workbook is split into two separate bid categories:

TAB 1: Install & Migration

116 requirements covering initial deployment — hardware procurement, licensing,

configuration, number porting, migration events, training, and go-live.

TAB 2: Support Services

91 requirements covering ongoing managed services — 24x7 support, SLAs,

hardware replacement, firmware/software maintenance, monitoring, compliance,

license renewals, account management, and contract terms.

INSTRUCTIONS FOR VENDORS:

1. You may bid on one or both categories. Each tab stands alone.

2. For each requirement, select from the dropdown in Column D:

• Yes, Fully — Your solution meets this requirement completely.

• Yes, Partially — Your solution meets part of this requirement. Explain in Column E.

• No — Your solution does not meet this requirement.

3. Use Column E (Vendor Notes) to explain any 'Yes, Partially' or 'No' responses.

Include alternative approaches, timelines, or additional costs if applicable.

4. Do NOT modify the requirement descriptions in Column C.

5. Return the completed spreadsheet as part of your RFP response package.

Total Requirements — Install & Migration: 116

Total Requirements — Support Services: 91

Combined Total: 207

Install & Migration

#	Category	Requirement	Can You Meet?	Vendor Notes / Explanation
	Infrastructure & Deployment
1		Fully managed cloud telephony solution (Operator Connect or Direct Routing as a Service) — specify which model(s) proposed
2		New SIP provider included with managed infrastructure
3		Deployment across 40 municipal locations
4		Current SIP trunk capacity of 146 concurrent calls must be met or exceeded at cutover
5		Geo-redundant infrastructure with no single points of failure — describe architecture
6		Automatic call rerouting during infrastructure, carrier, or regional outages — describe failover design
7		Redundant SIP trunking with failover mechanisms
8		Redundant SBCs with failover (if Direct Routing)
9		99.99% uptime SLA or greater — provide SLA documentation
	Migration Planning & Execution
10		6–8 staged migration events with Mitel coexistence during transition — propose schedule
11		Onsite implementation at up to 40 City locations
12		Secure handling of credentials, numbers, and configuration data during migration
13		No disruption to mission-critical services (PD, Fire, Dispatch, 911) during porting and migration
14		Number porting: Approximately 1,500 DIDs (see addendum for exact counts)
15		Parked DIDs porting (see addendum for counts)
16		SIP trunk provisioning and cutover
17		Call flow setup, auto attendant programming, and call queue configuration during migration
18		Paging system integration during migration (Fleet, Warehouse, Parks, Fire)
19		SMS and e-fax enablement during migration
20		Mitel connectivity maintained during each migration event until cutover is verified
21		Post-migration validation and testing at each location before sign-off
	Licensing (Initial Procurement)
22		350 Teams Phone Standard licenses (for non-G5 users)
23		300 Teams Shared Device licenses (one per Common Area Phone)
24		Teams Premium licenses for Queues App — specify count and whether supervisor-only or all queue users (IT, Courts, Dispatch, Police Admin, Permits, Utility Billing, HR, Parks, Finance)
25		Microsoft Teams Audio Conferencing licenses with PSTN dial-in numbers
26		SBC licensing for paging integration (if Direct Routing) — specify per-system cost
27		Any other licenses required for compliance recording, SMS, e-fax, or call reporting — itemize separately
	Hardware & Devices (Procurement & Installation)
28		350 Teams-certified desk phones (Yealink MP56 E2, AudioCodes C455HD, or equivalent) — specify model
29		20 expansion modules for receptionist/admin desk phones
30		300 Common Area Phones (Yealink MP52 E2, AudioCodes C430HD, or equivalent) — specify model
31		ATAs (Analog Telephone Adapters) for remaining analog devices (elevators, fax machines, etc.) — specify count and model
32		Viking E-1600-IP-EWP 911 SIP call boxes — continued support, replacement, or integration plan
33		All phones: Native Microsoft Teams interface with Azure AD login
34		All phones: HD voice quality with full-duplex speakerphones
35		All phones: Power over Ethernet (PoE) support
36		All phones: Touchscreen interface (where applicable)
37		All phones: Secure SIP signaling and SRTP encryption
38		All phones: Built-in support for Teams call queues and auto attendants
39		Desk phones: Headset support, contact search, voicemail access
40		Receptionist phones: Expansion module with multiple line handling, presence display, speed dials, queue monitoring
41		Common Area Phones: Shared line appearance, call park/retrieve
42		Conference room devices: MTR-certified solutions with one-touch join
43		Conference room: Integrated cameras with auto-framing, noise suppression microphones
44		Conference room: 360-degree audio, HDMI ingest or wireless sharing, dual screen support
45		Conference room: Console with meeting controls, whiteboard/annotation, guest join via browser or dial-in
46		Conference room: Central management via Teams Admin Center or equivalent
	Call Control Configuration
47		Configure minimum 72 auto attendants with business hours, holiday schedules, routing logic, directory search, and custom greetings
48		Configure minimum 77 call queues with routing, greetings, and overflow handling
49		Configure call park locations across departments
50		Configure call transfers: Blind and consultative
51		Configure call forwarding: Unconditional, busy, no-answer — user-controlled and policy-based
52		Configure Shared Line Appearance & delegation (executive/admin, simultaneous ring, call pick-up)
53		Configure hunt groups: Round-robin, longest idle, parallel ringing, overflow
54		Configure custom Music on Hold: Department-specific or city-branded, different by queue or call park location
55		Configure outbound Caller ID policies by user or group/department
56		Configure DND with customizable exceptions (e.g., emergency bypass by supervisors)
57		Configure presence-based routing
58		Configure voicemail with visual voicemail, greetings, voicemail-to-email, retention per City policy
59		Configure voicemail transcription
60		Configure extension dialing between users
61		Configure Teams Premium Queues App features: Routing by presence, prioritized routing, analytics dashboards
	Call Recording Setup
62		Deploy and configure basic automatic call recording with unlimited retention (Code Enforcement and others per addendum)
63		Deploy and configure advanced automatic call recording: PD Teams phone, police radios, and 911 calls — unlimited retention
64		Configure silent recording (no announcement) for Police Admin
65		Configure call recording controls: Start, stop, pause, tag
66		Deploy Microsoft-certified compliance recording software
67		Integrate Exacom (or equivalent) — Direct Routing or SBC connection for Operator Connect
68		Verify CJIS and HIPAA compliance of recording storage and access controls before go-live
	SMS Setup
69		Enable SMS for designated departments: Public Works, Police Records, Admin/Legal, Code Enforcement, HR, Transit, Parks, Finance, Economic Development
70		Configure send & receive SMS within Microsoft Teams using assigned DIDs
71		Configure inbound SMS routing: Alerts, shared inboxes, Teams channels, or auto-responders per department
72		Configure MMS support if available — specify capabilities
73		Configure SMS logging, archiving, and searchable archive with retention and e-discovery compliance
74		Assign SMS-enabled DIDs to users/departments
	E-Fax Setup
75		Deploy HIPAA- and CJIS-compliant e-fax solution accessible via desktop, email, or Teams
76		Port existing fax numbers to new e-fax solution
77		Configure incoming fax routing to email addresses, folders, or Teams channels
78		Configure audit logs and retention for all fax transmissions
	Paging Integration
79		Integrate existing paging systems at Fleet, Warehouse, Parks, and Fire
80		Provide SIP connection per paging system (if Operator Connect)
81		Provide SBC license per paging system (if Direct Routing)
82		Verify integration with SIP paging at up to 15 existing locations
	Security Configuration (Initial)
83		End-to-end encryption: All voice, SMS, e-fax, and Teams communications encrypted in transit and at rest
84		TLS/SRTP encryption for all SIP traffic
85		Azure AD integration with granular role-based access controls (RBAC)
86		Configure MFA for administrative portals and reporting dashboards
87		All data stored in U.S.-based data centers — confirm compliance with federal, state, local data residency
88		DDoS protection for all hosted services
89		Secure SBC configurations with hardening applied
90		CJIS compliance validated for all PD-related components and personnel access
91		HIPAA compliance validated for applicable communications and fax
92		SOC 2 Type II and/or ISO 27001 certification (or equivalent) — provide documentation
93		Willingness to submit to City security questionnaires or risk assessments
	Systems Management Setup
94		Provide centralized administrative portal for user and device provisioning
95		Provide call flow configuration tools
96		Provide queue and auto attendant management tools
97		Provide license management tools
98		Provide troubleshooting and monitoring tools
99		Provide security controls within admin portal
100		Specify which admin capabilities are included vs. add-on/separate purchase
101		Provide screenshots, access levels, and configuration capabilities in proposal
	Training & Knowledge Transfer
102		Admin training delivered and documented — specify remote or onsite
103		End-user training delivered and documented — specify remote or onsite
104		Customized training materials where applicable
105		Train City IT staff on administrative portal, call flow management, user provisioning, and troubleshooting
	Engagement & Project Management
106		All on-site personnel comply with City security, ID, and background check requirements (especially PD, Dispatch, IT areas)
107		Primary project manager assigned with clearly defined escalation path
108		Post-implementation audit and review to verify all configurations meet documented requirements
109		NDA required for all vendor personnel exposed to sensitive systems or data
110		Disclosure of all third-party subcontractors — City reserves right to approve or reject
111		Data handling and retention policy agreement as part of contractual onboarding
112		City retains ownership of all numbers, call recordings, configurations, and data — no vendor lock-in or proprietary restrictions
	Additional Features (from Department Survey)
113		Wireless physical phone support (DECT or VoWiFi) for warehouse/field environments — specify model
114		Headset compatibility for physical, softphone, and mobile devices
115		Door phone / entry phone integration — specify supported models
116		CRM integration capability — specify supported CRM platforms

Support Services

#	Category	Requirement	Can You Meet?	Vendor Notes / Explanation
	Managed Services Scope
1		24x7 fully managed solution — clarify if break/fix only or full managed services (moves/adds/changes)
2		Moves: User relocations, desk phone moves between locations, number reassignments
3		Adds: New user provisioning, new device deployment, new DID assignment, new queue/auto attendant creation
4		Changes: Call flow modifications, queue/auto attendant updates, caller ID policy changes, forwarding rule changes, Music on Hold updates
5		Decommissioning: User removal, device decommissioning, number release/parking
6		Specify any limits on volume of MACs (moves/adds/changes) per month or per year
7		Specify turnaround time SLAs for routine MACs vs. urgent/emergency changes
	Service Level Agreements (SLAs)
8		99.99% uptime SLA or greater — provide SLA documentation
9		Defined SLAs for incident response times by severity level (Critical / High / Medium / Low)
10		Defined SLAs for escalation procedures by severity level
11		Defined SLAs for resolution times by severity level
12		Penalties or credits for SLA non-compliance — specify terms
13		Emergency outage / critical failure handling procedures documented
14		Automatic rerouting of calls and service continuity during outages
15		Teams-related services (auto attendants, call queues, compliance recording) remain operational during outages
16		SMS, e-fax, and call recording resilience during outages
	Hardware Support
17		Hardware replacement for desk phones, common area phones, expansion modules — specify turnaround time
18		Hardware replacement for conference room devices — specify turnaround time
19		Hardware replacement for ATAs and SBCs (if applicable) — specify turnaround time
20		Spare inventory or advance replacement program — describe availability
21		Coverage for accidental damage vs. defect-only — specify terms
	Software & Firmware Maintenance
22		Firmware updates for all desk phones, common area phones, and conference devices — included in support?
23		Firmware update frequency (monthly, quarterly, ad hoc for security)
24		Types of updates: Security patches, bug fixes, feature enhancements
25		Customer notification method for new releases (release notes, email, portal)
26		Automatic vs. scheduled vs. manual approval for updates — specify approach
27		Downtime or service impact associated with firmware updates — specify
28		Compatibility policies: New firmware remains compatible with management platforms and Teams certification
29		Software patches and updates for compliance recording, SMS, e-fax platforms — included?
30		SBC firmware/software updates (if applicable) — included?
	License Management & Renewals
31		Teams Phone Standard license renewals — included or separately priced?
32		Teams Shared Device license renewals — included or separately priced?
33		Teams Premium license renewals — included or separately priced?
34		Audio Conferencing license renewals — included or separately priced?
35		Compliance recording software license renewals — included or separately priced?
36		SMS platform license renewals — included or separately priced?
37		E-fax platform license renewals — included or separately priced?
38		SBC licenses (if applicable) renewals — included or separately priced?
39		Process for adding licenses mid-term (scaling up)
40		Process for reducing licenses mid-term (scaling down) — any minimum commitments?
	Monitoring & Proactive Management
41		Proactive monitoring of telephony infrastructure health — included or add-on?
42		Proactive monitoring of call quality metrics (jitter, latency, packet loss)
43		Alerting and notification for service degradation or outages
44		Capacity monitoring and planning recommendations
45		Regular service review meetings with City IT — specify frequency
46		Monthly or quarterly reporting on system health, ticket volume, SLA performance
	Call Recording & Compliance (Ongoing)
47		Ongoing management of compliance recording platform
48		Unlimited retention of call recordings — confirm no storage caps or additional fees over time
49		CJIS-compliant storage and access controls maintained throughout contract term
50		HIPAA-compliant storage and access controls maintained throughout contract term
51		Public records retention law compliance maintained throughout contract term
52		Audit log retention and accessibility for authorized personnel per City policy
53		Recording retrieval support for legal holds, e-discovery, or public records requests
	SMS & E-Fax (Ongoing)
54		SMS platform maintenance and uptime
55		SMS archive and retention maintained per compliance requirements
56		E-fax platform maintenance and uptime
57		E-fax audit logs and retention maintained per compliance requirements
58		SMS/e-fax number changes or reassignments as part of managed services
	Security (Ongoing)
59		Regular patching and hardening of SBCs and hosted services
60		DDoS protection maintained for all hosted services
61		Ongoing CJIS compliance for all PD-related access and work
62		Background check requirements maintained for any new or replacement vendor personnel accessing sensitive areas
63		Willingness to participate in periodic City security audits or risk assessments
64		Incident response procedures for security events — describe process
	Reporting & Analytics (Ongoing)
65		Enhanced call reporting maintained for: Transit, HR, Utility Billing, Permits, PD, Courts, Fire, Dispatch, Public Works
66		Reporting dashboards with administrative and supervisor views — ongoing access
67		Auditable logs for administrative actions, call recordings, and configuration changes — ongoing
68		Call quality and performance analytics — ongoing access
	Account Management & Escalation
69		Dedicated account manager assigned — included or add-on?
70		Clearly defined escalation path for support issues
71		Access to technical support resources, documentation, and customer success teams
72		24x7 support contact methods — specify (phone, email, portal, chat)
73		Onsite support availability when remote resolution is insufficient — specify response time
	Support Tiers & Pricing Transparency
74		Support tiers clearly defined (e.g., basic, premium, enterprise) with what each tier includes
75		Specify which support services are included in base pricing vs. add-on
76		Pricing for additional training credits or refresher training sessions
77		Pricing for on-demand onsite support visits beyond standard SLA
	Service Provider Continuity
78		Identify the company providing ongoing support and managed services
79		If third-party partner: Firm name, relationship length, roles/responsibilities, quality/accountability controls
80		Technical roadmap for the solution over next 3–5 years — describe planned enhancements, EOL/EOS dates
81		Transition plan if City elects to change providers — data export, number portability, configuration handoff
82		City retains ownership of all numbers, call recordings, configurations, and data — reaffirm no vendor lock-in
	Contract Terms
83		Minimum 5-year support term available
84		Annual renewal option after initial term — specify terms
85		Termination for cause provisions — specify
86		Termination for convenience provisions — specify
87		Price escalation caps for renewal years — specify
	Additional Supervisor Features (Ongoing)
88		Call listen / monitor: Supervisor can listen into live calls
89		Barge (intrude): Supervisor can enter a live call for 3-party conversation
90		Whisper: Supervisor can speak to agent without caller hearing
91		Call blocking: End users can manage personal call blacklists

File details come from the government source that posted it. Updated Apr 24, 2026.