PBCHA Request for Proposals VOIP Services, West Palm Beach, FL

SCOPE OF SERVICES: This section addresses those general system requirements and design objectives which are application independent. Some of the requirements are at minimum acceptable. System design or methodology can vary the approach to meeting the defined requirements. Also, the degree to which the system meets the requirements can differ. Therefore, it is important for the Contractor to describe in detail how the system will accommodate the requirements. In general, PBCHA requires a complete IP VOIP telephone system to service the needs of a minimum of 75 extensions, 11 of which being remote sites. The system must be designed to allow for moves and changes by PBCHA staff. The complete system will be composed of three main components: 1. Main IP Telephone System the main switch including all peripheral equipment, reception console, and administrative phones, Voice and video conference bridge. 2. Voice mail voicemail capability for all extensions. 3. Call Accounting System. Main System Component: Automatic Route Selection least cost/time of day routing. Automated Attendant a voice menu of options, then routes call according to the keys the caller presses; menu must be able to accommodate multiple languages Automated Attendant Options - allows callers to be transferred to an extension based on their selection from a menu, without help from a person. Hold music PC interface DID (Direct Inward Dialing Lines) Capability for each station to receive caller ID Forced or optional account codes for administrative lines Central Control with remote transfer capability at two administrative extensions SMDR Station Message Detail Recording for interface to call accounting system. Extension Restrictions Programming from main console Ability to restrict usage of any extension to: (1) Inhouse, (2) Inhouse and local calls; or (3) Full access to local or long distance. Realtime call monitoring capability VOIP support 100% transparency feature across multiple sites Ability for incoming calls after normal working hour emergency property maintenance calls to be forwarded to an external cell phone. Telephone Component: LCD display Intercom Paging Conference calling (ability to support up to 100 parties) Speaker/hands free capability Hold PBCHA-RFP-2026-13 VOIP Services 6 Transfer Programmable feature keys Multiple Call Forwarding Scenarios allowed to other phone locations (cell phone, home phone etc. w/ appearance to caller that employee is within the HACSB system. End user control for find me, follow me feature Dynamic online directories for internal users Call history available for their own extension Call control through a PC user interface make call, take call, transfer, conferencing, pickup & park Ability to incorporate video Voice Mail Component: Voice mail hardware and software for all extensions (capability for up to 100 mailboxes) Interfaced directly with main telephone system Variable personalized Greetings Standard, Alternate, Busy Availability and storage of multiple voicemail greetings Message waiting notification (dial tone stutter for phones w/out message lamp) Message count Allow end user to configure voice mail notifications to internal numbers, external numbers, pagers and email Message archiving Variable length passwords/security codes Remote access voice mail access from an external phone. Unified messaging with computer email system for voice mail management through the local MS Outlook program. Interactive Voice Response: Inclusion of AI infrastructure to manage and respond to calls automatically. Utilization of speech recognition, natural language and text-to-speech technology to understand and respond to callers. Backend integration and decision mailing to find relevant information the caller requests. Call Accounting Component: Call accounting package to include all hardware and software server based, for complete call accounting interface with main telephone system. The call accounting system must have the ability to log the following: All incoming, outgoing, local, long distance and international calls Date and time of call, number dialed, city, state, and duration of call User/Extension placing the call In addition, the system must also be able to generate the following reports both for on screen viewing and printing: General summary reports Detailed extension reports Longest calls by extension Most expensive calls by extension PBCHA-RFP-2026-13 VOIP Services 7 Most frequently dialed numbers Trunk utilization reports Area code reports Expandability/Modularity The proposed systems shall be able to grow and expand in an incremental manner to handle additional lines, storage capacity, and call volume without equipment replacement and/or massive retrofits. System Installation System installation shall include: System common equipment Voice mail system Software configuration and development of required databases for all systems and sub systems (telephone system, voice mail, optional call accounting) All station equipment, including station reviews, set labeling, placement, tone and test interconnection System administration application Attendant consoles Crossconnects and/or patch cords to provide complete connectivity from telephone system common equipment to station equipment Coordination with carriers for the installation of and interconnection to network services and number porting Testing of all system functionality Delivery of system documentation Training per RFP requirements.