Voice Telecommunications Solution and Managed Services

The Vendor is required to provide a voice system architecture in both, a cloud-hosted configuration as well as in a wide-area network (IP routing and on-net dialing) architecture design.
- The voice assets can be either physical or virtual in nature.
- The voice environment also has a managed services contract in place for voice related services, management and monitoring.
- Voice Telecommunication Services Platform
• Cloud-hosted voice calling platform with hybrid capabilities for on-premises equipment where necessary (such as analog gateways)
• ACD functionality that supports call routing, queuing, reporting, and agent productivity tools including multiple language support.
• Integration with existing communication and collaboration tools, where applicable.
• Soft-phone application and dialing capability for remote users and agents
• Physical phone sets at all desk locations
• Scalable and flexible design to support current and future operational needs
• Survivable solution also required for secondary call routing
• Call blocking
• Internal paging
• Interactive Voice Response (IVR)
• Voice to Email
• SIP Extensions for courtroom touchpad dialing
• FAX services/Email to FAX
• Analog conversation solution
- Provide second and third level support, remote monitoring of agency voice solution, 24/7 break-fix response (based on agreed upon Service Levels and priorities), and regularly scheduled maintenance services that includes, but is not limited to the following:
• Comprehensive Voice Services monitoring and management for Voice equipment;
• Responsibility for the interoperability of all managed voice sites and their interface and inter-functionality;
• Voice Services, including but not limited to:
o PBX, VOIP, cloud-hosted, and/or on premise phone systems, or a hybrid combination of these;
o Call processing services;
o Voice messaging services;
o Auto attendants;
o Support for E911 services;
o Telephonic facsimile services;
o Call center services, including:
1. Voice connectivity for Interactive Voice Response (IVR);
2. Automated Call Distribution (ACD) and associated reporting;
3. Remote softphone features and access.
- The branch locations are connected via high-speed optical transport Multiprotocol Label Switching (MPLS) circuits over Dynamic Multipoint Virtual Private Network (DMVPN) and maintain independent Internet connections with alternate DMVPN paths for redundancy back to the data centers.
- The primary data center at the Hall of Justice hosts the core voice infrastructure, while a secondary data center is located at a Co-Location facility called Scale Matrix (this location does not require voice support outside of possible Internet call routing).
- The WAN architecture includes two data centers (Sites 58 and 68) serving as network hubs and six (6) branch locations connected directly to the hub data centers via DMVPN. This design enables secure access to both production and non-production application data, effectively functioning as an internal cloud network.
- IT will establish a mini site environment where users will be added to simulate real operational conditions, allowing configuration changes and testing to be performed efficiently.
- Voice Services:
• Provide replacement solution design and architecture that will replace all existing voice services;
• Provide, install and configure new proposed infrastructure, including physical and virtual systems and phone sets;
• Provide 2nd and 3rd level support for Voice Services;
• Provide 24/7 remote monitoring of agency new Voice systems;
• Provide 24/7 break-fix response for Voice Services;
• Provide regular maintenance and upgrades of assets as required by the manufacturers of the equipment for Voice Services;
• Provide “Parts”, “Patch”, “Dispatch”, and “Receive” of manufacturers’ support services for Voice Services.