Functional Area I – Hardware, Associated Peripherals and Software
This Functional Area includes Private Branch Exchange (PBX) hardware, software, and licenses necessary for voice communications, including but not limited to:
- Trunk cards including Analog, Digital (including PRI, T1, QSIG, 2-wire E&M, and 4- wire E&M) and VoIP (including H.323 and SIP)
- Station cards including analog, digital, and IP
- Call processors and Digital signal processing (DSP) modules
- Power supply modules
- Racks, shelves and/or card cages
- Management interfaces
- Voice processing software
A. Station equipment hardware, software and licenses including, but not limited to:
- Analog, Digital, IP telephone handsets (including SIP and H.323)
- Conference Room Speakerphones and extended microphones
- Sidecar add-on modules
- Cordless telephone handsets
- Attendant consoles (Standalone and PC based, including software implementations)
- Soft phones
- Corded and cordless headsets
B. Peripheral hardware, software and licenses, including but not limited to:
- Voice Mail / Automated Attendant
- Interactive Voice Response (IVR)
- Automatic Call Distribution (ACD) / Contact Center
- Agents
- Supervisors
- Wallboards
- Dashboard software
- Computer Telephone Integration (CTI)
- Call recording (either trunk-side or station-side)
- Fax server software and licenses
- Enhanced 911 software
- Session Border Controller (SBC)
- IP Gateways (e.g. Analog and Digital)
- Servers and Maintenance terminals
- Uninterruptible Power Supplies (UPS) and other power conditioning equipment
- Keyboard, Video, Mouse, and KVM switches
C. Video conferencing hardware, software and licenses, including but not limited to:
- Video and audio bridges
- Encoder/Decoders (Codecs)
- Smart board technology
- Cameras
- Video projectors
- Video monitors
- Control units
- Software
The State strongly prefers that software be purchased as COTS with maintenance and routine enhancements and bug fixes organized into a structured set of software version releases. However, the state of the art for telephony, especially in high volume environments such as IVR and ACD equipped call centers, requires that a limited provision for custom software services be included.
Functional Area II – Manufacturer’s Extended Warranty and Maintenance Services
Manufacturer’s warranty service include, but is not limited to:
- Electronic media and consulting services, upgrades and enhancements for technology advancements, improved functionality, and compatibility with new industry standards
- Direct access to experienced consultants of the hardware
- Flexible service options including telephone or e-mail support
- Timely problem resolution of reported discrepancies
- Remote technical support
- Online self-help functions
- On-site warranty
This Functional Area includes continuous system and/or maintenance coverage provided on a monthly fixed fee basis for equipment and services. This shall include, as applicable: equipment replacement parts including battery back-ups, new versions, updates, enhancements and modifications to the equipment and/or software.
Technical support, includes but not limited to, troubleshooting, help desk, hardware, network, and vendor-provided third-party software-related services.
This Functional Area also includes preventative maintenance and regular maintenance services to equipment, hardware, associated peripherals and software during the warranty period
Functional Area III – Time and Material Labor
This Functional Area is for hourly labor and associated incidental material required to design, install, configure, test, commission, and/or operate telecommunications systems. This can apply to hardware and software provided under this contract or functionally similar hardware and software operating at the State at the time of contract award. Straight time and Premium time is applicable to this Functional Area.
