IP PBX Solution

For

Government of Barbados

Ministry of Health

By

Michael Elcock

Converge Solutions Inc.

7th January, 2010

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CONTENTS

1. Executive Summarya) Background- Needs Analysisb) Propositionc) Pricing Summary

2. Solution Description

3. After Sale Support

4. Summary

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Executive Summary

Converge Solutions Inc. (Converge) welcomes the opportunity to work with Ministry of Health in arriving at the most economical solution without compromise on quality, applicable features for your telecommunication needs. We are cognizant of the prevailing stringent economic times, yet the demand to keep the services to the consuming public to their satisfaction. As a result we have focused our proposition offering three (3) possible options for a solution which will help achieve and establish modernization of your telephony services within the Ministry, provide the platform for seamless integration to other Ministries and related departments like the polyclinic, and the hospital.

Converge with key resources and expertise in the area of Information Technology & Telecommunications (IT&T), is uniquely placed in offering Ministry of Health a complete “one-stop-shop” suite of services to satisfy their current requirements, provide after-sales support through corrective and preventative maintenance packages suited to your needs and budget.

From the information provided to us at the time of preparing our proposal, we agree our key objectives above addressing your telecommunication needs, will remain focused on satisfying the following for the Ministry of Health.

i. Establishing & maintaining operational efficiency ii. Managing tracking and controlling cost

iii. Ensuring that you have a high level of service availability as commercially reasonably possible

Our proposal in support of the needs analysis done thus far is summarized as per Table 1 below.

Solution Sale Price Installation Fee (Once-off)

Monthly Support Fee

Comments

Asterisk IP PBX

$71,037.85 $12,000.00 $2865.00

Nortel BCM 450

$76, 494.55 $12,000.00 $2865.00

CISCO Unified Communication

$137,912.00 $12,000.00 $2865.00

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Table 1

Background

Needs Analysis

The core configuration for the systems quoted for was determined by the request for quotation dated 22nd December, 2009 from which we confirm the provisioning of telecommunications services with the functionality to address the needs of your one hundred and thirty (130) users initially.

- Voice Messaging Services – with the ability to access or retrieve messages from email

- Conference Bridge Services enabling - A list of features available on the systems as a standard is provided below - Support 130 users - Support a range of featured handsets – for executive users, middle

management teams and junior management team

In assessing your requirements Converge offers the following for discussion and feedback, to determine it fitness for purpose, and arriving at a final agreement on commercials with respect to the provision of services cost and after sale support service plans.

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Proposition

In response to your requirements we propose three (3) viable alternatives which we are confident will meet your immediate needs whilst having the capacity for growth and network integration into your other subsidiary or satellite departments like polyclinics, remote office locations, support system access for travelling team members and other remote workers.

Our choices are designed to allow the choice mainly for budgetary purposes, whilst maintaining a minimum level of service quality and reliability.

Our key assumptions are:

1. The office location is fully wired with Category 5 distributive infrastructure at a minimum

2. The switches provided to support the infrastructure are capable of supporting ‘Power over Ethernet” (POE)

3. Adequate power and system grounding will be provided by the Ministry 4.

Option 1 – Asterisks IP PBX

In keeping with the global trends in Internet Protocol (IP) based systems, and “Open Source” – non traditional vendor/manufacture proprietary system architecture, we propose the Asterisks based PBX with the list of features below as a viable option. Although we have proposed the Polycom handsets to work with the Asterisks PBX it is also possible to have a selection of other vendors IP phone operational with the PBX e.g. the Nortel 1120 Series and the 6000 and 7000 series from CISCO and Aastra to name a few.

The Pricing appendix provides details of the pricing for the Asterisks.

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Asterisk features:

Automated AttendantCall Details RecordCall Forward on BusyCall Forward on No AnswerCall MonitoringCall ParkingCall TransferCall WaitingCaller IDConference BridgingDatabase IntegrationDial by NameDirect Inward System AccessDo Not DisturbFax Transmit/ReceiveInteractive Voice Response (IVR)Music on HoldRoaming ExtensionsRoute by Caller IDSMS MessagingThree-Way CallingVoIP GatewaysVoice Mail

Polycom SoundPoint IP 670

A premium SIP desktop phone with color display that delivers a rich voice, visual, and applications experience

A large, vibrant color display for easier viewing and navigation Revolutionary voice quality with Polycom HD Voice™ technology Integrated Gigabit Ethernet (GigE) switch to enable bandwidth-intensive

applications Six lines in stand-alone mode and 34 lines with three Polycom SoundPoint IP

Color Expansion Modules A visually improved platform to enable a high level of integration with

productivity-enhancing applications and business processes Built-in USB port to support applications, such as Local Call Recording from the

Polycom Productivity Suite

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Features and Benefits Backlit 320 x 160 pixel color display delivers a rich visual experience Unparalleled voice quality and clarity that makes every call efficient and

productive Integrated GigE support that future-proofs your network infrastructure investment A color interface platform for accessing applications, such as the Polycom

Productivity Suite and third-party applications Advanced SIP functionality, including shared lines, busy lamp field, and presence Broad and robust interoperability with a broad array of SIP call control platforms

for open choices and simplified provisioning and support

Polycom® SoundPoint® IP Color Attendant ConsoleEnhances productivity of a telephone attendant with rich, vibrant color display and advanced call handling capabilities

The industry's first color, high-performance attendant console solution

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Features up to four large, vibrant color displays for easier viewing, navigation, and call visualization

Simplifies management and monitoring of up to 24 simultaneous calls Enables telephone attendant to promptly accept, accurately screen, efficiently

dispatch, and effortlessly monitor calls Achieves fewer lost customer calls, shorter wait times, increased accuracy of call

routing Delivers business scalability and investment protection by adding up to three

Color Expansion Modules to the SoundPoint IP 670

Features and Benefits Delivers a rich, visually pleasing user experience Views contact’s presence information without having to be in front of a PC Features 48 illuminated programmable keys that can be configured as either a line

key or a speed dial with busy lamp field (BLF) Up to three SoundPoint IP Color Expansion Modules can be easily integrated with

the SoundPoint IP 670 host phone Provides an easy transition from Key Systems to the features and functionality of

VoIP

Polycom® SoundPoint® IP 550

Cutting-edge SIP feature set meets Polycom® HD Voice™ technology

Four-line manager’s phone Revolutionary voice quality with Polycom HD Voice technology Cutting-edge SIP features Backlit, easy-to-read LCD with support of Asian characters Interoperability with leading SIP-based IP PBX and Softswitch platforms

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Features and Benefits Four lines Polycom HD Voice technology, including support of G.722 wideband codec,

Acoustic Clarity Technology 2, and systems design optimized for Polycom HD Voice technology

Advanced functionality, including shared lines, busy lamp field, presence, and XHTML application

Backlit 320 x 160-pixel grayscale graphical LCD Integrated IEEE 802.3af Power over Ethernet (PoE) support

Polycom® SoundPoint® IP 335

Entry level IP phone with Polycom HD Voice™ technology Revolutionary voice quality delivered through Polycom HD Voice technology High-resolution backlit, graphical display Two-line entry-level phone Easy to configure and use Integrated Power over Ethernet (PoE) support (Class 2) Interoperability with leading IP PBX and Softswitch platforms

Features and Benefits Polycom HD Voice technology, including support of G.722 wideband codec,

Polycom Acoustic Clarity™ Technology 2, and systems design optimized for Polycom HD Voice technology

Advanced functionality, including shared lines, busy lamp field, three-way conferencing, and XML microbrowser

Backlit 102 x 33-pixel, grayscale graphical LCD Integrated IEEE 802.3af Power over Ethernet (PoE) support (Class 2)

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Two port 10/100 Ethernet Switch Dedicated RJ-9 headset port

Option 2 – Nortel BCM 450

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The Business Communication Manager 450 from Nortel Networks (now AVAYA Communications) is a compact solution with the capability of meeting your immediate requirements, with the ability to grow to the capacity to support 250 users.

Business Communications Manager 450 is an award winning all-in-one, affordable platform for converged voice and data communications; ideal for medium-sized businesses and branch offices with up to 300 users. Business Communications Manager 450 provides best in class industry capabilities including advanced unified communications (UC) such as InTouch (federated presence), FindMe/FollowMe and Message Forwarding that connect people faster and improve collaboration. Unified Messaging, Meet-Me Conferencing, Computer Telephony Integration (CTI) and Intelligent Contact Centre functionality provide your business with a competitive edge in an environment where speed and simplicity are integral to success. Additional robust telephony features include SIP Trunking, voice messaging, IP networking, Internet access, as well as your choice of mobility and IP telephony solutions. With Business Communications Manager 450's easy-to-use and highly flexible architecture, SMBs can obtain productivity, cost-savings and the investment protection critical to success in today's business environment.

BCM Provides Access to Key Features of Unified Communications

BCM provides a highly effective platform for customers seeking cost effective Unified Communications solutions.  Applications such as:

Unified messaging for simplified and efficient communicationsBCM450 consolidates voice, fax and email messages onto users’ PCs, laptops or PDAs, managing them through one standard application such as Microsoft Outlook or Exchange. Important messages are sent and received regardless of device - a real time saver and productivity booster.

Message Forwarding*: a must for employees on the goVoice, fax or text messages can be forwarded to a wide variety of email clients and PDAs  keeping employees connected  to customers and each other wherever they go. You can attach a compressed WAV file to the email, so users can play the voice message or see the fax message on the destination device. Its simple to

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install with no add-on client software or firmware required. Simply activate Message Forwarding with the existing BCM Unified Messaging authorization codes.*Will be available one to two months after BCM450 General Availability via the BCM Value Add Program.

Meet-Me Conferencing to make meetings easy, secure and productiveReduce your conferencing expenses by eliminating the need for external services.  Parties can easily establish a teleconference for up to 120 participants using the CEC, with 60 simultaneous participants on one conference. A Rich set of user controls enables the "chairperson" to start, stop, secure and control the conference.  A flexible feature ideal for larger conferences, specifically those involving outside suppliers.

SIP trunking support for cost savings and simplicityBCM450 offers SIP trunking to enable small and medium sized businesses to simplify their network through convergence and achieve significant cost savings.  BCM450 offers SIP trunking interoperability with a number of industry leading service providers including AT&T, MTS All stream and a number of others in progress - please consult your Nortel authorized reseller for details.

Computer Telephony Integration (CTI)Simple to activate, set up and manage, CTI enables you to use third-party, PC-based applications to control telephone services, such as a click-to-call company directory or automatic screen "pops" of a customer’s account status alongside a customer’s call.

Integrated Intelligent Contact Center to provide better customer serviceDirect clients and customers to the right contact quickly - increasing customer satisfaction and business productivity. Advanced reporting and multimedia applications maximize customization and flexibility.

FindMe/FollowMe Enables simultaneous ringing of up to 5 external devices (cell-phone, PDA, etc.) when a call is received by a desk phone on the BCM system. Supports active call hand-off back and forth between different devices. Users can customize forwarding schedule based on time-of-day and day-of-week

InTouch (federated presence)Delivers true federated presence, and popular integrated communications applications and capabilities.  InTouch lets users communicate easily with anyone in their personal directory - across Microsoft Outlook, Nortel BCM, MSN, and Skype for click-to-call, click-to-IM and click to e-mail.

Big-business applications - without a big price tag

The Business Communications Manager 450 comes with hundreds of telephony features and a full suite of integrated applications pre-loaded "in the box" - as your business needs evolve, you can easily activate more capabilities.  Rich multimedia applications can be

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activated to voice-and chat-enable a website. These features are all orderable via simple software keycodes and do not require extra hardware.

Voice messaging:  a must for employees on the goEven if employees aren’t there to answer the phone, they can still get the message; callers can leave information in a mailbox for selected users, departments or groups of users. Employees can record personalized greetings and enjoy anywhere-anytime password-protected access to their messages marked with calling line ID, time and date of the call and priority level.

Automated attendant to ensure calls get answeredThis always-on-duty "administrative assistant" answers calls to your business with personalized greetings and menu options -- routing calls to the right people, departments or voice mailboxes. Provisioning less overhead for staff and satisfied customers.

Advanced Paging Productivity Pack for sophisticated paging and text-messaging capabilitiesThe Advanced Paging Productivity Pack (APP Pack) is a suite of advanced applications designed to increase employee productivity, improve customer service and streamline business processes - virtually anywhere paging and text-messaging are used. Features include One Button Paging and Text Messaging, Customer Assistance Paging and Scheduled Announcements.

Ad-hoc conferencing to take care of business quicklyIt’s easy to get the team together for a meeting at the spur of the moment, regardless of where they’re located. Simply initiate a teleconference call with up to 120 total participants using the CEC, with 60 simultaneous participants on one conference, without the need for a conference operator or service.

Mobility options to keep employees accessible and connectedWhether your employees are in the office, nearby or even traveling, BCM450 has a full suite of mobility offerings to choose from including digital and IP wireless handsets or even PDA and PC-based soft-clients.  Regardless of location, your employees can stay connected to customers and each other.

Activity ReporterBetter understand and optimize your call flows - for improved customer service and cost savings. The basic version Activity Reporter is an on-box reporting system that provides reports on Business Communications Manager telephony data metrics (e.g., Call Accounting, Auto Attendant Call Routing and Voicemail). The full version is an off-box system offering more advanced reporting capabilities and greater flexibility, enabling you to organize information the way you want.

Professional Call RecordingAllows record keeping of important calls and transaction

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Option 3 – CISCO – Unified Communication Business Edition

CISCO Unified Communications

To address these business complexities, Cisco Unified Communications connects people, information, and teams, helping to enable comprehensive and effective collaborative experiences. With Cisco Unified Communications, the Ministry can:

Connect co-workers, partners, vendors, and customers with the information and expertise they need.

Access and share video on the desktop, on the road, and on-demand, as easily as making a phone call

Facilitate better team interactions, dynamically bringing together individuals, virtual workgroups, and teams

Make mobile devices extensions of the corporate network so mobile workers can be productive anywhere

Innovate across the value chain by integrating collaboration and communications into applications and business processes

Cisco Unified Communications delivers a high quality, highly secure experience across any workspace. This helps the Ministry:

Shorten response times to stakeholders and improve customer service cycles Adapt to customer requirements and changes faster Encourage innovation within teams and departments

Cisco Unified Communications uses the network as a platform for collaboration. Applications can be flexibly deployed onsite, on-demand, and in blended deployment models. Inter and Intra Ministry collaboration is facilitated using with a wide array of market-leading solutions:

Conferencing: Give your workforce compelling, productive, and cost-effective conferencing experiences with high quality voice, video, and web conferencing.

Customer Care: Get closer to customers, while increasing satisfaction, and loyalty. Proactively connect people with the information, expertise, and support they need.

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IP Communications: Enhance workforce productivity by extending consistent communications services to employees in all workspaces using a full suite of IP communications solutions and endpoints.

Messaging: Communicate effectively, and with a high level of security, within and between companies. View real-time presence information and communicate using email, instant messaging, and voice mail.

Mobile Applications: Increase mobile employee productivity and responsiveness to customers while controlling mobile costs by making mobile devices extensions of the enterprise network

Cisco Unified IP Phone 7962G

The Cisco Unified IP Phone 7962G offers:

• Six programmable backlit line or feature keys for quick access to communications

• A large five-inch, high-resolution, 320 x 222 pixel graphical grayscale display provide greater detail in both features and applications delivery

• High-definition voice (HD voice) support of headset, handset, and full-duplex speakerphone for superior audio performance• Integrated IEEE 10/100 switch ports supports co-location of a PC at the workspace

Cisco Unified IP Phone 7906G15

The Cisco Unified IP Phone 7906G has the following features:

• A 192 x 64 pixel, graphical monochrome LCD display

• Hold button that illuminates in red when a call is placed on hold

• Unique message waiting indicator (MWI) on the handset for easy recognition

• Four dynamic softkeys guide you through call features and functions

• Power options, including a choice of Power over Ethernet (PoE), Cisco Inline Power,or local power through an optional power adaptor

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Cisco Unified IP Phone 7942G

The Cisco Unified IP Phone 7942G has:

• Two programmable backlit line/feature keys deliver quick access to communications

• A large five-inch, high-resolution, 320 x 222 pixel graphical grayscale display provides greater detail in both features and applications delivery

• High-definition voice (HD voice) support of headset, handset, and full-duplex speakerphone for superior audio performance

• Integrated IEEE 10/100 switch ports supports co-location of a PC at the workspace

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CISCO Conference Station 7937

The Cisco Unified IP Conference Station 7937 offers:

• Standard business telephony features, including call hold, call transfer, call release, mute, “ad-hoc” and “meet-me” conferencing, park, and pick up • Full-duplex operation, which permits natural, multiparty conversations without clipping or distortion

• Integrated keypad, which eliminates the need to receive and place calls on a separate telephone

• Three softkeys and menu navigation keys, which guide you through call features and functions

• Full 360-degree room coverage, with a powerful, digitally tuned custom speaker and three sensitive microphones that provide uniform coverage of small to midsize conference rooms or offices

• Easy installation; configuration with Cisco Unified Communications Manager is simple

• Convenient volume-control buttons

• Support for high-fidelity or wideband audio

• An optional external microphone kit that delivers up to 30- x 40-foot room coverage

• Support for a third-party lapel microphone kit

• Options for PoE or Cisco IP Phone Power Cube 318

2.0 Solution Description

We recognize that the focus of the proposal is to provide telecommunications services to the Ministry at the new location. While we are confident that either of our solutions will meet the basic expressed required, we wanted to use the concept below to further illustrate the possibilities also available with either of our proposed solutions to network and operate in a more collaborative integrated communications approach for the operational benefit of the Ministry and the subsequent satisfaction of the public being served.

Either proposal will be able to facilitate the growth and expansion in a modular fashion. Hence the quotations provided deals with fulfilling the basic requirements requested and where available any other features and application which are provided as ‘core’ functionality to the PBX – e.g. auto attendant system-wide voice-messaging.

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With the solution designed above we will easily be able to integrate into multiple vendors or carriers networks to ensure that we deliver the most cost efficient value for service. We will be able to integrate the Ministry’s PBX to any vendor or service provider providing other long distance carriers e.g. VOIP to effectively reduce the long distance expenditure for the Ministry

We welcome the opportunity to discussion the migration path towards utilizing some of the value generating services highlighted above.

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3. After-Sale Support Option

Our After-Sales Maintenance & Support packages are based on the preferred commercial model acceptable by Ministry of Health.

Converge proposes a tailored support plan based on three (3) scenarios and the desired response time, all of which will be negotiated.

a. An all encompassing recurring fee for replacement of spare parts, labour training and corrective maintenance for a specified term.

b. A recurring fee for providing preventative and corrective maintenance services (labour only) – customer will buy for replacement pasts as and when faults arise.

c. An hourly rate for maintenance and other related services billed on an as need basis. – customer will buy for replacement pasts as and when faults arise.

Our after-sales support service process is designed to offer options of communication and contact to our team during regular business hours and after hours as the scenario dictates.

Our On-line customer management and fault reporting centre accessible via www.support.convergesolve.com is our preferred medium whereby any of your employees or agents can sign in and lodge a request, query, fault; or engage in a real-time “live chat session” with our support team.

Should at the time of lodging your requirement on-line an agent was not available to communicate in the live chat forum, a notification message is sent via test (SMS) to a number of agents who will be advised of the urgency and nature of your query and proceed with the necessary intervention to address your need.

Subsequently, you may reach us via traditional telephone contact (246) 423 3903 or you can email us as at your assigned Support Manager’s email address michael.husbands@convergesolve.com where Mr. Husbands will undertake the necessary intervention to resolve your service issues.

After-sale support would begin 30 days after the service delivery and sign-off of completion of installation.

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The procurement process post contracting averages 6-8 weeks. Our installation and service commissioning process is estimated at 12 working days

Training of users on system features will be done in phases not exceeding a 30 day period. Customers are encouraged to make maximum use of the training to optimize the potential of the system to enhance their operations effectiveness and realize the benefits anticipated or assumed during the system selection period.

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4. Summary

Table 2

Towards our pricing summary we provide the accompanying notes.

1. All prices are quoted in UNITED STATES DOLLARS (USD) 2. Prices include shipping and handling into Barbados3. The PRI prices quoted are from LIME. We estimated a 24 channel PRI

line at US$71.00 per channel and US$4.63 per DID extension with 130 extensions.

4. All prices assumes free of import duties and taxes 5. We assume the support fee for preventative and corrective maintenance

services, monitoring and reporting. Replacement parts are not included in the selected option above.

The detailed quotation is as per the supporting data in Appendix 1.

In summary and in light of the current and emerging services available towards supporting commercial type solutions as per the requirements of Ministry of Health, Converge Solutions Inc. proposes the innovative and cost effective options of solution to meet your current and future need of the Ministry.

For referencing purposes please feel free to contact the official at Caribbean Examination Council (CXC), Bank of Nova Scotia St. Vincent, Cap Maison Hotel – St. Lucia to better determine our capability and relevance of proposition to serve you telecommunication needs.

Please feel free to call me at (246) 231 6110 should you need further clarification on elements of the proposal.

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We thank you for the opportunity and look forward to working with you.

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