Request for Proposals:

Telecommunications SystemCCTC RFP 2017-1

Clare County Transit Corporation on behalf of the

Clare County Board of Commissioners

Send Proposals To:Clare County Transit Corporation

1473 Transportation Dr.Harrison, Michigan 48625

RFP Issued: July 17, 2017 Proposals Due by: August 21, 2017 2:00 p.m. E.S.T.

Contract to be awarded: September 8, 2017*Project to be completed: November 10, 2017

* Additional time may be required for MDOT approval before award

Table of Contents PageI. Introduction..........................................................................................................................5

II. RFP Instructions...................................................................................................................6A. Completing the RFPB. Format, Due DateC. RFP Evaluation and Selection ProcessD. Bid ProtestE. Contract DocumentsF. Purchase OrderG. Terms of PaymentH. AssignabilityI. Point of ContactJ. Change OrderK. Waiver of Remedies for any BreachL. Indemnification M. DeclaimerN. Timeline

III. Vendor Background...........................................................................................................12A. Company InformationB. Manufacturing Quality Certification

IV. Business Telephone System Product Requirements..........................................................13A. General RequirementsB. System RequirementsC. System ArchitectureD. System PowerE. System AdministrationF. System CustomizationG. System InterfacesH. Unified Communications (UC)I. Computer Telephony Integration (CTI)J. VoIPK. System FeaturesL. Telephone/Endpoint Equipment

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V. Voice Processing Product Requirements...........................................................................23A. General RequirementsB. System RequirementsC. System ArchitectureD. System AdministrationE. FeaturesF. Interactive Voice Response (IVR)G. Automatic Speech RecognitionH. Unified Messaging

VI. System Requirements.........................................................................................................29A. Required Capacities of Proposed Business Telephone SystemB. Voice Processing System Configuration Requirements

VII. Pricing................................................................................................................................30A. Equipment & InstallationB. Training

VIII. Installation Service and Maintenance................................................................................30

IX. No Bid Response Form……………………………………………………………..……32

Attachment A: Required FTA Clauses, Materials, and Supplies Less than $100,000

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Clare County Transit Corp. on behalf of the Clare County Board of Commissioners Telecommunications System

PROPOSAL, CONTRACT AND AWARD

The undersigned, being aware of the pages, documents and attachments contained herein or subsequently added or made part thereof, agrees to furnish F.O.B Clare County Transit Corporation on behalf of the Clare County Board of Commissioners the specified units for the unit price and total sum stated. Clare County Transit Corporation (CCTC) is exempt from payment of all Federal, State and Local taxes in connection with this purchase. Said taxes must not be included in proposal process. Exemption certificates will be furnished upon request. All proposals shall remain in effect for one hundred and eighty (180) days after the proposal due date.

Must be signed to be Valid

Respondents must include an original copy of this form signed by a person duly authorized to legally bind the person, partnership, company or corporation submitting the Proposal. Proposals must be submitted in a sealed opaque envelope showing the proposal name: Clare County Transit Corporation- Telecommunications System. Price proposals must be included in a separate, sealed envelope.

AUTHORIZED SIGNATURE DATE:

PRINT NAME:

COMPANY:

MAILING ADDRESS:

CITY: STATE: ZIP:

PHONE: FAX:

EMAIL ADDRESS:

TOTAL DELIVERED PROPOSAL PRICE:_________________

By execution below the Clare County Transit Corporation on behalf of the Clare County Board of Commissioners accepts the offer as indicated above:

SIGNED_______________________________ TITLE __________________________

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Date of Award_____________________________

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I. Introduction

Clare County Transit Corp. (CCTC) is located in Harrison, MI and has been in business for 35 years and currently has 40 employees. CCTC provides demand-response curb-to-curb service throughout Clare County, which covers 576 square miles, has 16 townships, three cities, and a population of 30,000. CCTC is soliciting proposals from reputable manufacturers and distributors of business telephone systems and voice mail equipment. The selected vendor will be our primary source for the following:

Business telephone system hardware and software, voice mail, and call recording equipment to be used in our office. Feature requirements are detailed in Section IV & V and configuration requirements are detailed in section VI.

Installation and configuration services for this equipment. Training of users and administrators. Maintenance of purchased and installed equipment and software. Upgrades to the installed systems as necessary.

Please note that the term “PBX” is used to represent Private Branch Exchange throughout this RFP for brevity purposes only, and not to specify or categorize the system as anything other than a business telephone system. The actual functionality required includes both key and PBX functionality as specified and registered by the FCC

II. RFP Instructions

A. Proposal ContentEach question requires a written response. If you would like to attach documentation to support your answers, please do so. However, the summary answers should stand on their own. The quality of the response to the RFP will be viewed as an example of the vendor’s capabilities.

The RFP asks questions about functionality, approach, and pricing. If you require any clarification, provide the questions in writing via fax or email to Tom Pirnstill at (989)539-9751 or Director@Clarecountytransit.org. Questions and answers will be send to all firms sent an RFP and to all firms who have submitted proposals or questions. Questions and answers will also be posted on www.clarecountytransit.org. Questions are due 10 business days before proposal due date and CCTC will respond in 5 business days.

Only existing business telephone and voice mail systems will be considered. Telephone or voice mail systems under development, in planning, or at beta test will not be considered. Quoted prices and discounts should be guaranteed for 180 days from the response date.

In order to be responsive to this RFP, proposals must contain the following in the order presented:

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1. Statement of Proposal: Provide a narrative statement of your proposal indicating, through the use of drawings, diagrams or other material the way in which you propose to satisfy the requirements outlined in the background statement and specifications.

2. Organization Structure: Indicate through the use of organization diagrams and/or narrative statements, the proposed staffing, functioning, and interrelationships with CCTC during the project, including the installation and training process.

3. Prior Experience: Include descriptions of prior or present projects which would tend to substantiate your qualifications to perform this project. Provide a minimum of 3 references for customers with operations similar to ours that use the equipment being proposed. Include contact names, telephone numbers, and addresses.

4. Staff Description: Identify principal staff personnel by name and qualification. Further, include names of executive and professional personnel who would be involved in this project. List all the technicians qualified to work on this equipment. How many total employees do you have?

5. Authorized Negotiators: Provide the names and telephone numbers of personnel of your organization authorized to negotiate with CCTC.

6. Cost Analysis: Provide a detailed cost breakdown for the goods and labor. The cost analysis must be submitted with the completed proposal in a separate, sealed envelope. Failure to submit the cost analysis in a separate, sealed envelope will result in the immediate disqualification of the proposer as non-responsive.

7. Warranty: Is there a warranty included in the purchase price? If so what is covered by the warranty and for how long?

8. Business Organization: State the full name and address of your organization and, if applicable, the parent or subsidiary entity that will perform or assist in performance of the work contained in your proposal or will provide any assistance. Indicate whether you operate as an individual, partnership or corporation; if as a corporation, include the state in which you are incorporated. All respondents must indicate their organization’s federal identification number.

Name one person to be the coordinator for your RFP response and for any clarification activities, which might be necessary.

Contact Name: Company:Title: Address:Phone: Fax :Email:

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Conditional proposals, or those which take exception to the specifications, will be considered non-responsive and may be rejected unless specific approval from CCTC is requested in writing by the due date. All other eligible proposers are to be notified of any approved exceptions to the specifications. Changes to the specifications will be made by addendum only and issued by the CCTC Executive Director in writing.

If the offer or purpose to submit a proposal containing approved equals or deviations from the specific requirements of these specifications, the offer must obtain such approval from CCTC, confirmed in writing, prior to the due date of proposal. The decision for CCTC, as represented by the Executive Director, shall be final with respect to whether any proposed deviations from the specifications are acceptable.

The CCTC reserves the right to postpone the proposal award or receipt of proposals for sound, documentable, business reasons.

All submitted proposals will be considered the property of CCTC. All proposals should include copies of product descriptions for the proposed equipment.

B. Proposal Due Date and Submission RequirementsProposals are due no later than 2 p.m. EST, August 21, 2017. Late responses will not be considered. Submit responses to:

Director Tom PirnstillClare County Transit Corporation

1473 Transportation Dr.Harrison, Michigan 48625

Phone (989) 539-1474Fax (989) 539-9751

Proposers must submit one (1) signed original plus three (3) copies of the completed proposal as hard copies.

The cost analysis must be submitted with the completed proposal in a separate, sealed envelope. This requirement is so to avoid the possibility of the cost analysis influencing the scoring of the other evaluation criteria. Failure to submit the cost analysis in a separate, sealed envelope will result in the immediate disqualification of the proposer as non-responsive.

Proposers must also submit one CD that contains the completed proposal as a Word compatible, digital document and a second CD that contains the cost analysis. Failure to submit the completed proposal and the cost analysis on separate CDs will result in the immediate disqualification of the proposer as non-responsive.

C. RFP Evaluation and Selection ProcessAll proposals will be evaluated by a Selection Committee consisting of the executive director, operations/facilities supervisor and administrative assistant, assisted by other technical personnel as deemed appropriate.

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Proposals will be evaluated and scored according to the three criteria listed below.

Representatives from firms in a competitive range may be invited to meet in person with the Selection Committee before a final selection is made. Original scoring may be modified based on the results of the interview.

A proposal’s cost analysis must be submitted in a separate, sealed envelope and on a separate CD to avoid the possibility of the cost analysis influencing the scoring of the three evaluation criteria

After the criteria scoring is complete, the envelopes containing the cost analyses will be opened and evaluated by the Selection Committee to determine which proposal represents the Best Value to CCTC.

Proposals will be evaluated using the following weighted criteria. The following evaluation criteria are listed in order of importance.

1. Functionality, Ease of Use and Support Functionality of standard equipment and features to meet

our specific needs Ease of system growth and expansion Ease of use Ease of system administration Product quality, reliability and warranty Training available Service and support: in the event a system failure a commitment to

o Remote service in 30 minuteso On sight service in travel time from proposer’s place of business plus one

hour.

2. Qualifications and Experience Identification of staff and qualifications Overall experience and reputation in the industry Experience with the proposed system A commitment by the vendor to ensure that installation and service personnel are

knowledgeable about the proposed system and capable of troubleshooting and servicing that system.

Verifiable quality of service provided by vendor to previous and current customers

3. Quality of Preparation Organization and clarity Completeness

CCTC reserves the right to reject any or all proposals for sound documented business reasons, to waive any minor defects or irregularities, and to award to other than the lowest price proposal.

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The award is subject to provisions of the contract between CCTC and the Michigan Department of Transportation agreement #2012-0063/P14.

D. Bid Protest Protest of restrictive specifications or improprieties in the solicitation, by an interested party, must be received by CCTC’s Executive Director in writing ten (10) days before the proposal due date. Protests of the award must be received within five (5) days of award. The CCTC will review questions and respond within five (5) days of receiving the protest. The CCTC is the final arbiter on any questions or dispute pertaining to bid proposals and awards. Bid Protests by interested parties shall contain:

1. The name and address of the protester2. Indication of the project3. Statement of the grounds for the protest and any supporting documentation. The grounds for the protest shall be fully supported to the extent feasible. Additional materials in support of an initial protest may be permitted as the sole discretion of the CCTC.4. The relief desired of CCTC.

“An interested party” is defined as any bidder or subcontractor or supplier, provided they have a substantial economic interest in a portion of the RFP or in question. All protests should be hand-delivered, or sent via registered or express mail, to:

ATTN: Executive DirectorClare County Transit Corporation

1473 Transportation DriveHarrison, Michigan 48625

Upon receipt of a written protest, CCTC shall determine if the award for proposals should be postponed. If the proposal award is postponed, CCTC will contact all contractors and subcontractors who were furnished a copy of the specifications by CCTC that an appeal has been filed and that the award will be postponed until a decision has been issued. Notice of the postponement will be made in writing by addendum and posted on www.clarecountytransit.org

Proposals may be withdrawn upon written request received by CCTC or prior to the time fixed for bid due date. No bid may be withdrawn for a period of one hundred-eighty (180) days after the time set herein for proposal due date.

CCTC reserves the right to accept any proposal, or to reject any or all proposals or postpone proposal due date for sound, documentable, business, reasons or to contract on such basis as CCTC deems to represent the Best Value.

E. Contract DocumentsEach proposal will be submitted with the understanding that acceptance in writing by CCTC of the offer to furnish the equipment or services described therein shall constitute a contract

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between the successful proposer and CCTC which shall bind the proposer to furnish and deliver the equipment or services at the proposed price in accordance with the proposed specifications, general conditions and general requirements detailed in the proposal specification package or subsequently added or made a part there of. Award will be a firm, fixed price contract.

F. Purchase OrderUpon acceptance by CCTC of a proposal, a contract will be awarded for furnishing the items described in the proposal in strict conformity with the specifications, these instructions and the contract. Following contract signing, a “Notice to Proceed” and a purchase order will be issued by CCTC for the purchase of all equipment software/hardware, installation and training. (A third party contract may be required which will require Michigan Department of Transportation (MDOT) approval. In that event the third party contract will replace the use of a purchase order.) All invoices and correspondence shall show the number of the purchase order.

G. Terms of PaymentPayment shall be made to the contractor once the system has been installed, is complete, fully functional, and staff members have received training. The contractor will submit an invoice to CCTC at 1473 Transportation Dr., Harrison, MI 48625. CCTC will submit payment requests to the State of Michigan for reimbursement once the Executive Director is satisfied that the project meets the bid specifications and the installation and staff training have occurred. Payment from the State of Michigan will take a minimum of 45 days to be processed. No payment will be made by CCTC until the reimbursement check is received from the State of Michigan. All invoices submitted to CCTC shall be itemized.

H. AssignabilityCCTC reserves the right, with approval from either, to assign and authorize purchase opportunities off the contract to other approved local units of government, private nonprofit, and or public transit agencies.

I. Point of Contact All communications, contracted items, contracts, documentation submittals, and correspondence shall take place between the proposer and the CCTC Executive Director Tom Pirnstill, Clare County Transit Corporation, 1473 Transportation Dr., Harrison, Michigan 48625. Fax (989) 539-9751 or email Director@clarecountytransit.org.

J. Change Order A Change Order is required from the Executive Director whenever an alteration to the procurement is necessary and would or would not require added costs. The Change Order cannot constitute a cardinal change and would be the authorization to proceed.

K. Waiver of Remedies for Any BreachIn the event that CCTC elects to waive its remedies for any breach by the Contractor of any covenant, term or condition of this Contract, such waiver by CCTC shall not limit CCTC remedies for and succeeding breach of that or any other term, covenant, or condition of this Contract.

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L. Indemnification The selected proposer shall indemnify, defend and hold harmless CCTC and CCTC, its officers, agents, employees, independent contractors, the State of Michigan, the Michigan State Transportation Commission, the Michigan Department of Transportation and all officers, agents, employees thereof:

A. From any and all claims by persons, firms, or corporations for labor, materials, supplies or services provided in connection with any contract awarded, which the offeror shall perform under the terms of this contract; and

B. From any and all claims for injuries to, or death of, any and all persons, for loss of or damage to property, environmental damage, degradation response and cleanup costs, and attorney fees or other related costs arising out of, under, or by reasons of this Agreement, including the design of the project, except claims resulting from the sole negligence or willful acts or omissions of said indemnitee, its agents or employees.

M. DisclaimerThis Request for Proposals does not commit CCTC to award a contract, to pay any cost incurred in the preparation of a proposal to this invitation, to negotiate with all qualified proposers, or to preclude CCTC from canceling, in part or in its entirety, this Request for Proposals, for sound, documentable, business reasons.

N. Timeline The following schedule represents CCTC commitment to expedite this procurement. CCTC will attempt to follow this schedule to the best of its ability, but does not make any such guarantees.

July 17, 2017 Requests for proposals distributed August 21, 2017 Deadline for submitting proposals to CCTC by 2:00 E.S.T. September 8, 2017* Contract to be awardedNovember 10, 2017 Project to be completed

* Additional time may be required for MDOT approval before award

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III. Vendor Background

A. Company Information1. List your company’s legal name, address, and telephone number. Include parent company

information if applicable.

2. How long has your company been in business?

3. How long has your company or division been providing business telephone systems and related equipment?

4. Indicate whether your company is the manufacturer or the distributor of the proposed equipment. If your company is a distributor of the product, describe the terms of your agreement with the manufacturer, the manufacturer’s level of support, and what contingencies they have in place should your company fail to continue to support the product for any reason.

5. If your company is a distributor of the product, how long has your company been distributing the specific products being proposed?

6. How many employees do you have?

7. How many technicians are certified on the proposed equipment?

8. When were the models of systems you are proposing installed at customer sites? Business telephone system?

Voice processing system?

B. Manufacturing Quality CertificationIs the manufacturer of the proposed systems ISO 9001 certified as compliant with quality manufacturing standards? A negative response does not automatically disqualify proposer.

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IV. Business Telephone System Product Requirements

A. General Requirements1. Use the product requirement information listed in this document to provide detailed pricing

for the proposed business telephone system configuration specified in section VII.

2. Please provide product descriptions and brochures for the proposed business telephone system, voice mail system, telephone sets, attendant consoles, and other related equipment.

3. Describe any special environmental considerations with regards to installation of hardware, such as power requirements, minimum and maximum acceptable temperature and humidity ranges, power consumption, heat dissipation, wall mounting or floor space requirements, etc.

4. The proposed system must be UL approved and listed. Please state the UL listing compliance of the proposed system.

B. System Requirements1. System Capacities The proposed system must be able to accommodate up to 50 users at full capacity. This includes capacity for at least 20 trunk lines and 50 telephones or endpoint devices. List these capacities of the proposed system.

2. North American Transmission Standards

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The proposed system must have complete compliance with the North American Numbering Plan standards.

3. Hearing Aid CompatibleAll proposed telephone equipment must comply with rules adopted by the Federal Communications Commission that specify all telephones in workplaces of 20 employees or more must be hearing aid compatible.

4. Manufacturer's SupportAll hardware and software must be the current offering provided by the manufacturer, and that which receives the highest level of support available from the manufacturer. State whether the proposed system is the latest available version of both hardware and software and if not, explain what is being proposed and why.

5. Mean Time Between Failure What are the manufacturer's stated "Mean Time Between Failure" statistics for the business telephone system and telephone sets being proposed? Explain any design factors that promote product reliability.

C. System Architecture1. Stored Program ControlThe switching system for the proposed platform must be of an architecture using a software-based stored program control, rather than unreliable disk drive storage. Describe the attributes of the proposed system as it relates to storage of system operating software, programming and customer database.

2. System ProcessorIs the processor expandable in the event an application might require more processing capability or support more capacity in the future? Is it upgradeable to support ongoing future versions of software?

3. Cabinet Mounting OptionsThe proposed system must have a cabinet design that accommodates either wall mounting, floor mounting, or rack mounting in a standard 19” rack. Describe the attributes of the proposed system as it relates to cabinet mounting options.

4. System Memory BackupDescribe the proposed system's main memory backup. How long is memory retained during power loss or storage?

5. Software Configuration What features does the standard software provide? Is the software expandable by application? List the applications that require additional software and list additional hardware components required to support them. What is the program language of the operating software?

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D. System Power1. Power ConsumptionWhat AC voltage is required to run the system? What amp circuit is required? Does it require a dedicated circuit?

E. System Administration1. Maintenance Administration Can both programming and troubleshooting be performed remotely?

2. System Fault Finding and DiagnosticsDescribe the system’s diagnostic capabilities. Can system faults be detected, alerted, logged, and traced? How are fault alarms alerted and to whom?

3. Traffic Measurement and ReportingDescribe the system’s traffic measurement and reporting capabilities. What additional hardware or software, if any, is required to support these capabilities?

F. System Customization1. FeaturesThe proposed business telephone system must be adaptable to our specific needs. Are there system utilities or development tools we can use to modify existing features and create new ones? Describe how this works.

2. ServicesDoes the vendor offer customization services if we can’t or don’t want to do it ourselves? Describe available services.

G. System Interfaces 1. T-1/PRIDoes the proposed system support a T-/PRI? This may be a future option for CCTC.

2. SIP Trunk InterfaceCan the proposed system support SIP trunk connection? What additional system equipment is required to support SIP trunks? Which SIP trunk service providers is the proposed system compatible with?

H. Unified Communications (UC)Unified communications helps improve business efficiency by imbedding communications capabilities within commonly used business applications. Describe the UC applications available with the proposed telephone system and any and all hardware (server) platforms required to support them.

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I. Computer Telephony Integration (CTI)Both desktop CTI applications and system-wide CTI applications must be supported on the proposed telephone system. Desktop CTI would typically be applications running on individual PCs. System-wide CTI applications would typically be applications running on a PC server connected to the telephone system, that all user PCs access through the LAN.

1. Desktop CTIDescribe desktop Computer Telephony Integration (CTI) capabilities available with the proposed telephone system. Elaborate on the hardware interfaces and software necessary to run a computer application with the proposed telephone system. Indicate what PC based software the proposed system presently supports.

2. System-wide CTIDescribe system-wide CTI capabilities available with the proposed telephone system. Discuss the proposed system's compliance with the CSTA standards. Elaborate on the hardware required to interface the CTI server to the telephone system. Is a software developer’s kit available for third party custom development?

J. Voice over Internet Protocol (VoIP)In addition to SIP Trunks discussed in the “System Interfaces” section, the proposed business telephone system must support remote user applications that support employees working off-site or at home with the same feature/function capabilities as if they were locally connected extensions in the telephone system.

1. IP Telephone Local UsersDescribe how local IP telephones are connected to the Local Area Network (LAN) and the proposed telephone system. Describe the additional hardware/software options required to support these locally connected IP telephones.

2. IP Telephone Auto-registrationWhen either new IP telephones are added to the IP network or existing IP telephones are relocated, does the proposed telephone system provide auto-registration to auto-matically assign or move the telephone in system programming?

3. Powering IP Telephone Sets over Ethernet LANCan IP telephones be powered over Ethernet as an alternative to local AC power for each individual telephone? CCTC is wired for PoE. What equipment is required?

4. Quality of Service (QOS)Discuss how quality of service is handled in the proposed system. What QOS proto-cols/standards does the proposed system support?

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5. VoIP Network Readiness AssessmentDescribe any network readiness assessment required or recommended to make sure our network will handle the addition of voice traffic over the IP data network. Do you provide this service? If not, who does?

K. System Features1. Account CodesDescribe the use of account codes on a voluntary, forced, and forced & verified basis for the proposed system. Indicate the maximum number of digits and the minimum number of digits.

2. Contact Center and Automatic Call Distribution (ACD)Provide a brief overview of Contact Center capabilities. Discuss ACD functional routing capabilities, historical reporting capabilities, multi-media contact functionality, and what options are available.

3. Automatic Off-hook Line Selection Can telephones automatically select a specific line, line group, or directory number when the handset is lifted or the speaker button is depressed? Is it programmable by individual telephone?

4. Automatic Station Relocation Can a telephone be easily relocated within the proposed system by the system administrator without reprogramming? Specify which features and characteristics are retained and lost in the move.

5. Automatic Number Identification (ANI)Does the proposed system support Automatic Number Identification, to display the caller’s telephone number on the telephone LCD? Will it send the ANI digits to an attached computer or voicemail system? What type trunks are required for ANI? Can ANI digits be received simultaneously with Dialed Number Identification Service (DNIS) called number digits? Does the system capture call history for both abandoned (unanswered) and answered calls for later viewing or speed dialing? What additional equipment is required to support these ANI capabilities?

6. Caller IDDoes Caller ID display name, number, or both? Does the system capture call history for both abandoned (unanswered) and answered calls for later viewing or speed dialing? If a second call rings while on the first call, can the Caller ID display the second call information? Describe the hardware and software requirements to add Caller ID to the proposed system.

7. Dialed Number Identification Service (DNIS)Does the proposed system support DNIS? Are DNIS digits passed through the system as calls are transferred or forwarded? Can DNIS digits be received simultaneously with ANI digits? What additional equipment is required to support DNIS?

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8. Background Music and Music on HoldWhat type of music interface is provided or available with the proposed system? Is additional equipment required? Are there separate interfaces for background music and music on hold? How many music source interfaces are supported on the proposed system? Can individual telephones turn on/off background music playing over telephone set speakers? Can they turn it on/off over external page speakers? Do they have volume control?

9. Busy Override ToneCan a telephone that calls a busy telephone, override a busy signal with a tone burst, indicating a call is waiting?

10. Busy Telephone Transfer RingingCan a busy telephone optionally provide ringing to an incoming or transferred call when the telephone is busy on an existing call? The desire is to use this feature in lieu of camp-on at some telephones, and the concern is to not send a busy tone and transfer the call back to the auto attendant or voice mail from which it just came.

11. Call Duration DisplayDoes the LCD display of the proposed telephone display the amount of time the call has been in progress? Is it updated on a real-time basis on the display?

12. Call ForwardDescribe the call forward options available from the telephone. Can the call forward external destination be changed remotely by the user? Can call forward be overridden?

13. Call PickupCan a telephone pickup calls ringing at other telephones? How many telephone pickup groups are available? How many trunk line pickup groups are available? Is a telephone capable of picking up calls from hold, park, and the paging system?

14. Call Transfer OptionsCan calls be transferred either immediately, without waiting for the destination party to answer, or after announcing the call to the answering party? Will a transferred call recall to the transferring telephone if the destination does not answer within a programmable amount of time?

15. Camp-onDoes the telephone user have the ability to send transferred calls to a busy or idle telephone? If the recipient's telephone is busy can the telephone user be sent a ringing tone or camp-on tone? Can calls to either idle or busy telephone s recall after a preprogrammed number of seconds?

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16. CO Trunk Line IdentificationCan individual trunk lines be assigned an alphanumeric identifier that displays at the telephone where the call is ringing? How many characters long can the identifier be? How does work in conjunction with ANI or DNIS display?

17. CO Line/Trunk GroupsHow many CO line or trunk groups are supported on the proposed system? How are they accessed? Can individual line appearances be programmed on buttons on the telephone for easy trunk line access?

18. Conferencing and CollaborationA minimum of 6-party conferencing capabilities must be built-in to the system, with at least 4 parties being external. How many internal and external parties can be on a conference in the proposed system? Is web collaboration an option?

19. Delayed RingingDescribe the delayed ring assignments that can be programmed into the system to enable calls unanswered at a telephone to ring at other telephones at a later time.

20. Disconnect SupervisionWhat type of disconnect supervision does the proposed system provide, if a holding caller hangs up? What type of calls does it work with? Is it programmable by trunk line? What additional software or equipment is required to use this capability?

21. Distinctive RingingCan telephone ringing be different tones for incoming line calls and internal calls. State the number of different telephone ring settings available with the system. Is the ring setting programmable by the user or system administrator or both?

22. Do Not DisturbDiscuss the proposed telephones use of Do Not Disturb. How are intercom calls treated versus external calls from an inbound and outbound perspective? Is there any additional messaging that can accompany a Do Not Disturb message that intercom callers might see in their display?

23. Do Not Disturb OverrideCan Do Not Disturb be overridden? Does class of service or some other method determine which telephones have the do-not-disturb override abilities?

24. Door PhonesDoes the proposed system interface with door phones? Are the door phones proprietary or third-party products? How do they interface with the system? Can they be located anywhere in the network? Does connection of door phones decrease trunk line or telephone capacity? Describe the features available from the door phone.

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25. Door Lock ControlDoes the proposed system interface with electronic door lock devices to provide remote unlock functions? Can a button be programmed on a telephone to remotely unlock the door at the press of a single button? How many door locks can be controlled? Does the connection of door lock controls decrease trunk line or telephone port capacity? What additional system equipment is required for this capability?

26. Flexible Button AssignmentDiscuss how features are assigned to programmable buttons on the telephone. Can most, if not all, features be assigned under feature buttons? Which features, if any, cannot be assigned under a feature button? Can individual users program their own feature buttons on their telephone?

27. Flexible Line Ringing AssignmentsCan trunk lines be programmed to ring any telephone or group of telephones? Describe the programming parameters of a line ringing assignment.

28. Hands-free IntercomIs a telephone user able to answer an intercom call without lifting the handset? Can each telephone be programmed uniquely to use this feature?

29. Headset CompatibleAre the proposed telephones capable of connecting a headset? What additional equipment or interface is required?

30. Hot DeskCan any user use a shared office telephone by signing in with his/her own directory number and have the telephone take on their specific identity and programming? Explain how this feature works.

31. LED IndicatorsDescribe all the different LED indications available from the proposed telephones.

32. LCD Alphanumeric MessagingIs the proposed telephone capable of displaying messages on the LCD of another internal calling telephone? How many messages are available by telephone? Can the user customize their messages?

33. LCD Integrated Directory DialingDoes the telephone’s LCD provide an integrated directory dialing capability for display and speed dialing of names and telephone numbers? Describe how this procedure works.

34. Lost Call TreatmentCan calls that are not answered with the usual calling patterns be routed to an alternate destination for call handling on the proposed system? Is there a timer for routing calls lost in the system to a specified destination?

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35. Message WaitingCan a message waiting light be set on telephones on the proposed system? How does the user retrieve a message? How many messages can each telephone store? Can the proposed telephones also display message waiting on the LCD? If a message waiting light cannot be set on an analog telephone, is stutter dial tone supported?

36. Microphone ControlCan the proposed telephone’s microphone be turned off/on by the press of a button? Is a microphone sensitivity control available to compensate for different room noise levels?

37. On-hook Dialing with Hot Dial PadIs the telephone user able to dial and monitor an external number before having to lift the handset? Is this feature available on all proposed telephone models? Do the proposed telephones have a hot dial pad, meaning that it is not necessary for the telephone user to press an intercom or outside line button first to begin on-hook dialing?

38. Paging - InternalIndicate whether the proposed system offers paging through the telephones. Can the ability to receive a page be programmed by individual telephone? How many internal page zones are available?

39. Paging - ExternalState whether the proposed system offers overhead paging through speakers. Can overhead paging be accomplished by each individual user via their telephone? How many external page zones are available? What additional equipment is required for these paging capabilities? Note: CCTC’s current infrastructure includes amplifier and speakers for external paging.

40. Pooled Line Button AccessCan a group of trunk lines be grouped under a single button? Is there any limit to the number of lines that can be grouped under a button? How many line groups are available

41. Release/Answer ButtonCan a call be disconnected by pressing a Release button? Can it also be programmed to release the current call and answer the next at the press of one button?

42. Redial CapabilitiesCan the telephone store the last number dialed in memory and offer the user the opportunity to redial the number by pressing a key?

43. Ringing Line PreferenceCan a telephone be programmed to answer the ringing line by simply depressing the speaker button or lifting the handset? Is it programmable by telephone?

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44. HuntingDescribe the different types of hunting available with the proposed system. How many hunt groups can be defined within the proposed system? Can calls to busy hunt groups camp on?

45. Station Message Detail Recording (SMDR)Can the proposed system output SMDR data on all calls made and received to a printer or call accounting application? What information does the SMDR output contain? What additional system equipment is required for printer connection or call accounting interface?

46. Station Speed DialHow many speed dial numbers does the proposed system provide per telephone? How is the telephone speed dial accessed?

47. Telephone QueuingCan an internal caller to a busy telephone in the proposed system set queuing to automatically call when the busy telephone becomes idle? How is this set?

48. Outgoing Call RestrictionCan selected vs on the proposed system be restricted from making any outgoing calls? Is flexibly programmable by telephone and by trunk line?

49. Volume ControlAre individual telephone volume settings available for the handset, speaker, and ringing? How does the telephone user adjust these volume settings?

50. Voice Mail Integration Describe the voice mail integration features supported from the telephone system. Describe the hardware or software interfaces required.

51. Call Recording Can the system be configured to record all incoming and outgoing calls from specific extensions? What is the recording capacity in hours? Are the recorded calls searchable? If so, by what criteria can they be searched? Can the calls be archived, emailed, or shared?

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L. Telephone/Endpoint Equipment1. Telephones, consoles, and accessoriesList the different type telephones available with the proposed system. Identify which telephones offer a speakerphone capability, any phones that offer video calling, and which telephones offer a display. Include DSS consoles, data interface units, and other accessories that can be used in conjunction with these telephones. Also describe attendant consoles available for answer position use with the proposed system.

2. IP SoftphoneIs a softphone version of the IP telephone available for use with computers and smart phones? What functionality does it provide compared to a desktop IP telephone? What is required for connection and use of the soft phone locally or remotely?

3. Wireless telephone equipmentDescribe wireless telephone equipment that can be used with the proposed system.

4. Fixed Mobile Convergence (FMC) Describe the FMC application available with the proposed system. FMC is presumed to enable the user of smart cellular telephones to use these devices as PBX extensions both locally via the wireless LAN and remotely via a cellular network, and have the ability to handoff between the WLAN and cellular networks during an active call.

V. Voice Processing Product Requirements

This section presents questions regarding the voice processing requirements of CCTC. Refer to configuration requirements in Section VI. The pricing should be presented in Section VII.

A. General Requirements1. System Environmental RequirementsIndicate the environmental requirements of the proposed platform (operating temperatures, relative humidity, power considerations, grounding requirements, etc.)

2. System Registration The proposed system must be both UL approved and FCC registered.

B. System Requirements1. System IntegrationThe proposed voice processing system must provide extensive integration with the proposed telephone system, and both must be from the same manufacturer

2. System ExpansionThe proposed voice processing system must be expandable for future growth. Describe the expansion path of the system. Describe how expansion is packaged (i.e. by ports, mailboxes, disk storage, growth from smaller models to larger models, etc.).

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3. System Capacities

Capacity Criteria Minimum Capacity Maximum CapacityNumber of voice mail ports 5Number of mailboxes 10Length of message 1Amount of message storage 150Hours or numbers of recorded calls 3 Hours

The proposed system must be able to accommodate the minimum capacities shown below. Please indicate maximum capacities of the proposed system:

C. System Architecture1. System Internal ComponentsDescribe in detail the processor type, operating system, data storage type and capacities, and other internal components your system employs.

2. System Flexibility Indicate whether different applications can reside on the same hard drive or are different drives required to run different applications.

3. RedundancyDescribe disk and storage redundancy functionality.

D. System Administration1. Security FeaturesDescribe the security features of the voice processing system.

Minimum/maximum password length? Who controls the length?

Can they be viewed by the system administrator?

Can passwords be reset? By who?

Can they be locked after a certain number of invalid attempts?

2. Internal MaintenanceDescribe the system’s internal maintenance operations.

3. System Volume ControlWhat measures can be taken to adjust the gain affecting the audio input and output?

4. System Alarms & NotificationsDescribe what sort of notifications can be generated for the system administrator.

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E. Features1. Audiotext (Information Only Mailboxes)Does the proposed system have mailboxes designed only to dispense information without the option for the caller to reply to the message? Will the system automatically disconnect the caller after the information has been delivered? Could the caller be transferred to another mailbox/extension at the conclusion of the message? Are the mailboxes capable of being password protected? How many mailboxes can be created to dispense information? Is the message length programmable? Can the outgoing message be changed remotely?

2. Automated AttendantThe voice mail system is required to have automated attendant as part of its platform. Will the automated attendant offer supervised and unsupervised transfers? If a caller, using the automated attendant, finds they are going into voice mail, what must they do to call another extension or return to the operator?

3. Called IdentificationDoes the proposed system offer the capability of announcing the called party prior to connecting a call?

4. Call ScreeningDescribe the call screening capabilities of the proposed system.

5. DirectoryIndicate whether the proposed system offers a directory of all extension/mailboxes within the system? How and when can the directory be accessed? How are the names logged into the directory? Does the system do a numeric to alpha translation seeking to narrow the choices?

6. Forwarding MessagesDoes the proposed system enable the subscriber to forward a message with or without comments to another subscriber or group of subscribers? Will the system provide verification of the party sent the copy of the message?

7. GreetingsHow many different greetings are available with the proposed voice mail? Can the greetings be affected by time of day, day of week, holiday, and emergency? Can the greetings change automatically or must they be manually activated? Are the greetings programmed by the mailbox user or the system administrator? Can the mailbox subscriber create an extended absence greeting to be heard by callers calling the subscriber's mailbox? Additionally, can callers hearing the extended absence greeting be blocked from leaving a message or automatically transferred to another extension?

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8. LCD Feature Prompting with Soft Key OperationDoes the proposed system support LCD feature prompting display of voice mail features? Is soft key functionality provided to facilitate easy operating of these visual control features? Does LCD operating replace or supplement voice prompts?

9. Message Playback ControlsCan the subscriber skip messages, pause during messages, speed up or down during messages? Skip a predetermined number of seconds ahead or behind? Can the subscriber replay or cancel the review of messages? Can the volume of the message be adjusted during review?

10. Message Playback OptionsAre saved messages separated from new messages enabling the subscriber to not be burdened by listening to both? How are pending messages handled, for those that have been partially listened to? Will urgent messages be sent to the head of the message queue to ensure expeditious treatment by the subscriber?

11. Message PurgingDescribe the system’s procedure for purging messages. When does purging occur?

12. Message Copy / Message DeleteDescribe the message copying feature capabilities of the proposed system.

13. Message Date and Time Does the proposed voice processing system play the time and date of messages?

14. Message Length ControlCan the system administrator control the length of incoming messages in an effort to manage hard disk space usage?

15. Message NotificationDescribe the proposed system’s message notification capabilities. Can a user have more than one type of message notification?

16. Message Retrieval ControlWhat order are messages played when retrieving messages from a user mailbox? Can this be changed?

17. Receiving Messages/Message ReviewWill the proposed system notify the mailbox user of the total number of messages to be heard upon the request for the password? How will the system treat messages that have been listened to but not acted upon?

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18. Recording Telephone Calls in Voice MailboxCan the proposed system record telephone calls in voice mail and store them as messages in a voice mailbox? Does the user have start/stop controls? Can the recorded calls be listened to and processed as any other voice message? Does the record feature also work on conference calls?

19. Remote AdministrationDescribe the remote administration capabilities of the proposed system.

20. Reports Discuss your system's ability to provide reports. Discuss what reports could be used for securing the voice mail system. Can reports be stored and printed on demand?

21. Shared ExtensionsCan multiple mailboxes support a single shared extension? If so, how is this accomplished?

22. System BackupDescribe system backup procedures available with the proposed voice processing system. The proposed system must provide an auto backup capability to automatically save the database on a scheduled basis.

F. Interactive Voice Response (IVR)1. Describe the IVR capabilities of the proposed voice processing system.

2. Does the IVR application run on the same hardware platform as the voice mail and fax application? Can all three of these applications run concurrent on the same hardware platform?

3. Does the proposed system provide a programming capability through which custom voice prompt and response entries can be created?

4. Do the IVR programmed responses reside on the proposed system or an external mainframe or data server? Can these IVR responses reside on either? If so, how is the proposed system linked to the external system where the response database resides?

5. Do you provide complete custom IVR application development services? What is provided and how does the program work?

G. Automatic Speech Recognition1. Describe the Automatic Speech Recognition (ASR) capabilities of the proposed voice processing system.

2. Does the ASR application run on the same hardware platform as the voice mail and other applications? Can all of these applications run concurrent on the same hardware platform?

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3. What considerations must be given to memory or additional processing power if ASR is implemented? Is a RAM upgrade required, and if so, at what stage? What other additional hardware, if any, does ASR require?

H. Unified Messaging1. Describe the Unified Messaging (UM) capabilities of the proposed voice processing system.

2. Does Unified Messaging on the proposed voice processing system support IMAP4 Synchronization?

3. Does Unified Messaging on the proposed voice processing system support remote user access using just an Internet web browser without requiring the host Outlook application (from PCs at an Internet Café or hotel kiosk PC)?

4. Does Unified Messaging on the proposed voice processing system support Microsoft Outlook Integration?

5. Does Unified Messaging on the proposed voice processing system support other email servers in addition to Outlook?

6. Does Unified Messaging on the proposed voice processing system support Internet Protocol Integration?

7. Does the UM application run on the same hardware platform as the voice mail and other applications? Can all of these applications run concurrent on the same hardware platform?

8. What considerations must be given to memory or additional processing power if UM is implemented? Is a RAM upgrade required, and if so, at what stage? What other additional hardware, if any, does UM require?

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VI. System Requirements

A. Required Capacities of Proposed Business Telephone SystemThe following are the stated capacities of the system to be installed at CCTC.

BUSINESS TELEPHONE SYSTEM CONFIGURATION

Requirements Required to Minimum required Maximum system be installed system capacity capacity

T-1/PRi (future use) 1CO Caller ID Line Ports 5 Current 5Multi-line digital executive telephones(integrated speakerphone & display)

8 8

Digital ACD telephones 4 4DSS units 0 Available for futureIP telephones remotely connected (future use) Available for futureNon Display Telephone and Port 1 2Cordless Options 1 1Analog Ports for Fax (future use) Available for future

OTHER REQUIREMENTS

Message waiting lamps on all telephones

System administration hardware and software

ACD software and hardware. Include capability for reports.

LCR software

Battery backup, 2 hours minimum.

B. Voice Processing System Configuration Requirements Message Storage Capacity: _______________

Voice mail ports: _______________

Fax Ports: _______________

Number of Mailboxes: _______________

Maximum Message Length: _______________

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VII. Pricing

A. Equipment & InstallationProvide a full equipment and software listing with component pricing. If applicable, attach a copy of an Auto-Quote. Break out pre-cutover and post-cutover pricing. Break out installation costs as required.

B. Training End user training will be required. End users should receive enough training to competently use the all aspects of the system. Final pricing should include pre- and post-cutover training costs.

VIII. Installation Service and Maintenance

1. Explain in detail the installation and warranty coverage, and time period of the warranty.

Standard warranty

Extended warranty options

2. After the warranty period, what does your company offer in regards to service arrangements.

3. What are your standard maintenance hours? What are your optional plans, if any? Cost?

4. Does cabling provided under a separate contract (through your company or another) effect maintenance or warranty plans and costs? If so, how?

5. Break down service costs as follows:

Per call basis (Service Call without Maintenance Agreement)

Per call basis (Moves, Add, or Changes without Maintenance Agreement)

Annual Maintenance Agreement (quote should be for the year immediately following expira-tion of warranty)

Five-year Maintenance Agreement (quote should be for the five year period immediately following expiration of warranty)

6. Is your maintenance rate based upon a per port charge, a device charge, or a combination of the two? If not solely per port, list each item and its monthly charge.

7. If the long-term service agreements are subject to price increases, please state the basis on which these increases can be made.

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8. Explain in detail how additional equipment added to the basic system will increase service costs.

9. How often would service rates be adjusted due to additions to the system?

10. Is preventive maintenance included during the warranty period and while the system is under a maintenance agreement?

How often is preventive maintenance performed?

What, specifically, is performed during each preventive maintenance session?

11. Does your company offer a software maintenance plan which assures the user will have the most current version of system features installed?

12. What are your response times during and after the warranty period? Any differences? Explain.

13. Service Calls — What are your response times for:

Complete system failure (define a system failure)

Major service malfunction (define a major failure)

Minor service malfunction (define a minor failure)

Telephone outages (define a telephone outage)

14. Explain in detail your service capabilities on:

A major problem. (as defined above)

A minor problem. (as defined above)

15. Is service available 24 hours a day, 7 days per week?

16. What is your guaranteed response time for Move and Change activity? Define exceptions, if any.

17. Do you stock adequate spare parts to meet your service agreement commitments? Explain.

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IX. No Bid Response FormPlease Return to:

Clare County Board of Commissionersc/o Clare County Transit Corporation

1473 Transportation Dr.Harrison, MI 48625

Complete this form if you do not intend to respond to this request.

Name of Bid/RFP:__________________________________________ Opening Date:______________________

Check all that apply

1. Specifications are too tight (i.e. geared toward one brand or manufacturer only, explain below) _________

2. Specifications are unclear (explain below) _________

3. We are unable to meet specifications _________

4. Insufficient time to respond _________

5. Our schedule would not permit us to perform within the required timeframe _________

6. We are unable to meet bond requirements _________

7. We are unable to meet insurance requirements _________

8. We do not offer this product or service _________

9. Remove us from your bidder’s list for this particular product or service _________

10. Keep us on your bidder’s list for future reference _________

11. Other (explain below) _________

REMARKS:______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Company Name: ___________________________________________________ Date: _______________________

Signature: ___________________________________________________________

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Printed Name and Title: ________________________________________________________________________

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