SERVICE AGREEMENT
THIS SERVICE AGREEMENT ("Agreement"), dated for purposes of identification only this day of 2025, is made and entered into by and between the CITY OF ANAHEIM, a municipal corporation
hereinafter referred to as "ANAHEIM,"
A
ENTISYS SOLUTIONS, INC, DBA e360 a California Corporation, hereinafter referred to as "CONTRACTOR."
ANAHEIM and CONTRACTOR are also referred to herein individually as "Party" and collectively as "Parties."
WITNESEETffi
WHEREAS, ANAHEIM is a municipal corporation duly organized and validly existing under the laws of the State of California with the power to cany on its business as it is now being conducted under the statutes of the State of California and the Charter of the City of Anaheim;
WHEREAS, ANAHEIM desires to engage CONTRACTOR to configure and implement Cloud based Cisco Telephony System (the "Project"); and WHEREAS, CONTRACTOR possesses the skill, experience, ability, background, and knowledge to provide the services for this Project as described in this Agreement; and WHEREAS, CONTRACTOR represents that it is qualified to provide the services set forth in the final Statement of Work attached hereto as Exhibit A ("Services"); and WHEREAS, ANAHEIM has solicited and received a proposal from the CONTRACTOR, has reviewed the previous experience and evaluated the expertise of the CONTRACTOR, and desires to retain CONTRACTOR to render professional services under the terms and conditions of this Agreement; and
1 WHEREAS, CONTRACTOR and ANAHEIM are entering into a "Service Agreement" concurrently with this Agreement, and relates to the same software and hardware products provided by CONTRACTOR.
NOW, THEREFORE, IN CONSIDERATION OF THE MUTUAL PROMISES,
COVENANTS, AND CONDITIONS HEREIN CONTAINED, THE PARTIES AGREE AS FOLLOWS:
M.T I - SERVICES TO BE FURNISHED BY CONTRACTOR
A. $cope of Work. CONTRACTOR shall perform the Services set forth in the Statement of Work dated February 26, 2025, attached hereto as Exhibit A (the "SOW"), in coordination and cooperation with ANAHEIM. ANAHEIM may elect to delete certain tasks of the SOW at its sole discretion.
B. Term of Agreement. The term of this Agreement shall commence on the Effective Date, as established herein and shall continue for a period of five (5) years, unless sooner terminated as provided herein ("Initial Term").
Schedule for commencement and completion of Services shall be established as provided in the SOW. Both Parties recognize that the continuation of this Agreement after the close of any fiscal year of ANAHEIM, which fiscal year ends on June 30 of each year, shall be subject to budget approval providing for or covering such contract items as an expenditure in said budget. ANAHEIM does not represent that said budget item will be actually adopted, said determination being the determination of the City Council at the- time of the adoption of the budget herein. No penalty shall accrue to ANAHEIM in the event this provision shall be exercised.
Should termination be accomplished in accordance with this Section, a settlement shall be negotiated by the Parties based on items delivered, Services provided, monies paid and monies due.
C. Priori!', of Documents. This Agreement consists of the recitals, incorporated herein by this reference, Parts I-III, and the SOW attached hereto as Exhibit A. The Parties will also be entering into a Service Agreement concurrently. In the event there are inconsistencies or discrepancies between this Agreement and the Service Agreement priority shall be given to this 2 Agreement In the event there are inconsistencies or discrepancies between Parts and Exhibit A of this Agreement, priority shall be given to Parts I-III. ' D. Time of Essence. CONTRACTOR understands that time is of the essence and only excusable delays outside the control of and those that cannot be corrected by reasonable effort by CONTRACTOR will be acceptable to ANAHEIM. Excusable delays are defined as, but not limited to floods, fires, acts of God, lack of performance by network services/dial tone providers, severe earthquake, war, lack of commercial power.
E. Definitions.
1. "Extra Services" means any work that is determined by ANAHEIM to be necessary for the proper completion of the Services contained in the SOW, but which is not included therein and which the Parties did not reasonably anticipate would be necessary at the time of the commencement of the Agreement.
2. "License" means the limited, nontransferable, nonexclusive worldwide license permitting ANAHEIM to use CISCO software products under the terms and conditions set forth in the CISCO Enterprise Agreement executed by the Parties.
3. "Licensed Software" means the compiled (object) code version of the software products provided to ANAHEIM by CISCO, as listed in the SOW attached as Exhibit A, including all updates, releases, bug fixes, and enhancements thereto provided by CISCO to ANAHEIM under this Agreement and the CISCO Enterprise Agreement, attached hereto as Exhibit D for reference.
4. "Order" means any purchase order issued by ANAHEIM for services, equipment, software, or other items that references this Agreement, is signed by ANAHEIM's representative ("ANAHEIM's Representative") and is accepted by CONTRACTOR's representative ("CONTRACTOR's Representative").
F. Subscripi ion Licensed Software. The Licensed Software will be electronically delivered or made available to ANAHEIM in CISCO Portal. Upon receipt by ANAHEIM of any License Subscription Software and subject to the provisions of this Agreement CONTRACTOR shall grant to ANAHEIM a personal, nontransferable, non-exclusive Subscription License to use 3 the software in CISCO. ANAHEIM shall retain all rights, title and interest in any Licensed Software and copies thereof.
G. Confidentialiiy and Promietuv Information. CONTRACTOR's Proposal and proposed Statement of Work shall be retained in the City's official files and will become public records after award of the Agreement unless they can, in whole or in part, be shown to be exempt by law.
CONTRACTOR and ANAHEIM acknowledge that in the course of performing duties under this Agreement, each Party may obtain information from the other Party that is of a proprietary and/or confidential nature. Such proprietary information may include, but is not limited to, trade secrets, new product information, technical data and know-how, instructional and operating manuals, financial information, marketing and sales data and plans and other documents. Proprietary information may be disclosed in writing, in other tangible forms, orally or visually. When disclosed in writing or other tangible form, the proprietary information will be identified and labeled as confidential by the disclosing Party. When disclosed orally or visually, such proprietary information shall first be identified as confidential at the time of the oral or visual disclosure and subsequent confirmation in writing shall follow within fifteen (15) days after disclosure.
To the extent permitted by law, neither Party shall at any time during this Agreement and for a period of three (3) years after its expiration, publish, disclose or otherwise divulge any of the other Party's proprietary information to any third party without the prior written consent of the other Party. Neither Party will use the other Party's proprietary information except in the course of its duties under this Agreement. CONTRACTOR may disclose any proprietary information to subcontractors, regulatory authorities and others as necessary to meet its obligations under this Agreement.
The proprietary information restrictions will not apply to information which (a) is already known to the receiving Party (b) is or becomes publicly known through no wrongful act of the receiving Party, (c) is independently developed by the receiving Party without benefit of the disclosing Party's proprietary information, (d) is received from a third party without similar restriction and without breach of the Agreement, or (e) is disclosed by disclosing Party to a third 4 party without an obligation of confidentiality, or (f) when disclosure is required by law, including, but not limited to the Public Records Act.
CONTRACTOR acknowledges that ANAHEIM is a public entity subject to the California Public Records Act ("CPRA"). To the extent permitted by law, ANAHEIM agrees to take all reasonable steps to protect Confidential Information it possesses from disclosure based on a CPRA request. ANAHEIM also agrees to notify CONTRACTOR within five (5) days following receipt of a CPRA request seeking Confidential Information to allow adequate time for CONTRACTOR, at its sole cost and expense, to seek a protective order or other appropriate remedy concerning such request. If subject to a CPRA request for Confidential Information, ANAHEIM shall disclose only such information as legally required and shall use all economically reasonable means to assert an exemption based on the protected status of Confidential Information. ANAHEIM is not required to incur legal costs to seek judicial relief from disclosure, but will cooperate with efforts of CONTRACTOR in seeking judicial relief.
H. Taxes. CONTRACTOR shall pay all Federal, State and local taxes, levies, duties and assessments of every nature due in connection with payment received for work performed pursuant to this Agreement and shall indemnify and hold ANAHEIM harmless from any liability on amount of any and all such taxes, comp levies, duties, assessments and deductions.
CONTRACTOR is not collecting sales tax from ANAHEIM since ANAHEIM is an exempt agency for paying sales tax.
L Permits Licenses and Fees. CONTRACTOR shall be solely responsible for all required permits, licenses and fees associated with performing work under this Agreement.
J. Project Manager. CONTRACTOR shall designate a Project Manager, who shall coordinate the Services. This Project Manager shall be available to ANAHEIM at all reasonable times during the Term of this Agreement. CONTRACTOR has designated a Project Manager. It is expressly understood that the experience, knowledge, capability, and reputation of the Project Manager is a substantial inducement for ANAHEIM to enter into this Agreement. Therefore, the Project Manager shall be responsible during the Term of this Agreement for directing all activities of CONTRACTOR and devoting sufficient time to personally supervise the provision of Services hereunder. CONTRACTOR shall give a minimum of thirty (30) days advance notice and receive 5 ANAHEIM'S written approval prior to substitution of the Project Manager designated in this Section. ANAHEIM shall have the right to personally interview any person CONTRACTOR proposes to assign to provide Services pursuant to this Agreement and to reject any and all of CONTRACTOR' s proposed assignments until ANAHEIM is satisfied that every person proposed to be assigned has adequate professional experience and training to provide Services pursuant to this Agreement.
K. Administration. This Agreement will be administered by the Finance Department of the City of Anaheim. The Director, is authorized to take any action granted the Project Administrator, replace the Project Administrator by notifying CONTRACTOR in writing and terminate Services in accordance with Section 25 of this Agreement. The Information Systems Manager, Ed Jin, shall be the Project Administrator. The Project Administrator, or designee, shall have the power to act on behalf of ANAHEIM for review and approval of all Services performed by CONTRACTOR under this Agreement The Project Administrator shall not be authorized to terminate Services under this Agreement.
PART II- TERMS OF AGREEMENT
A. Compensation. ANAHEIM shall pay CONTRACTOR for Services rendered pursuant to this Agreement in accordance with the "PAYMENT TERMS" set forth in the SOW attached as Exhibit A. The Parties understand and agree that full and complete payment shall not exceed the sum of Seven Hundred Ninety-Eight Thousand, Fifty-Five Dollars ($798,055.00), for all Implementation Services and shall not exceed the sum of One Million, Nine Hundred, NinetyNine Thousand, Nine Hundred, Forty-Three Dollars and 93/100 Cents ($1,999,943.93) for all Hardware, Software, Subscriptions, Optional Items, Maintenance and Support for a combined total of Two Million, Seven Hundred, Ninety-Seven Thousand, Nine Hundred Ninety-Eight Dollars and 93/100 Cents ($2,797,998.93).
In no event shall CONTRACTOR render Extra Services beyond the scope of this Agreement without the written authorization of the Director.
All Extra Services approved in writing by the Director shall be billed at either the rates set forth in the Schedule of Compensation or at a fixed price, at ANAHE1M's sole discretion. If billed at a fixed price, CONTRACTOR shall provide ANAHEIM with a general description of 6 the Extra Services to be performed with a proposed price. The Extra Services will be incorporated into the Services and the Agreement upon the execution of an Extra Services letter by both Parties which contains (a) the agreed price for the Extra Services; and a description of the Extra Services.
CONTRACTOR shall commence performance of the Extra Services either upon the execution of the Extra Services letter by the Parties or such other time expressly indicated therein.
Except for the authority granted to the Director in this Section, no additional Services or Extra Services beyond the scope of this Agreement shall be rendered by CONTRACTOR unless such Extra Services is first approved by written amendment to this Agreement.
All Parties recognize that the continuation of this Agreement after the close of any fiscal year of ANAHEIM, which fiscal year ends on June 30 of each year, shall be subject to budget approval providing for or covering such contract items as an expenditure in said budget.
ANAHEIM does not represent that said budget item will be actually adopted, said determination being the determination of the City Council at the time of the adoption of the budget herein. No penalty shall accrue to ANAHEIM in the event this provision shall be exercised. Should termination be accomplished in accordance with this Section, a settlement shall be negotiated by the Parties based on items delivered, services provided, monies paid and monies due.
B. Fiscal Records and Audits. CONTRACTOR shall keep a correct and current accounting of payroll costs, travel, subsistence, field and incidental expenses.
ANAHEIM reserves the right to designate a representative(s) to examine any cost, revenue, payment, claim or any other records or procedures related to this Agreement. Any such audit(s), for the professional services portion of this contract, shall be done at reasonable times with full cooperation from the CONTRACTOR. If CONTRACTOR fails to provide supporting documentation for any costs charged ANAHEIM to ANAHEIM satisfaction, then CONTRACTOR agrees to reimburse ANAHEIM for those costs.
The right to audit shall be extended to three (3) years beyond the date of final payment under this Agreement, or longer if required by law. CONTRACTOR agrees to retain all necessary records/documents for the entire length of this audit period. Any required adjustments and/or payments resulting from the audit will be made within 30 days of written notification.
CONTRACTOR agrees to pay interest for failure to make timely payments, accruing monthly 7 from the date of written notification, at a rate of 10% per annum. Overcharges in excess of five percent (5%) of that portion of the audited contract will result in required reimbursement by the CONTRACTOR for ANAHEIM's actual audit cost up to, but not to exceed, One Thousand Dollars ($1,000). CONTRACTOR reserves the right to contest any exception.
C. Insurance
1. Without limiting ANAHEIM's right to indemnification, it is agreed that CONTRACTOR shall secure, prior to commencing any activities under this Agreement, and maintain, during the term of this Agreement, insurance coverage as follows:
.01 Workers' Compensation Insurance as required by California law and Employers Liability Insurance in an amount not less than $1,000,000. .02 Commercial General Liability Insurance, including coverage for Premises and Operations, Contractual Liability, Personal Injury Liability, Products/Completed Operations Liability, and Independent Contractor's Liability (if applicable), in an amount not less than $2,000,000 per occurrence, $4,000,000 annual aggregate. Any deductible or self-insured retention in excess of $10,000 must be disclosed to ANAHEIM, in writing, at the inception of this Agreement and is subject to the acceptance of the City's Risk Manager. .03 Automobile Liability Coverage, as required by California law, including-as applicable-owned, non-owned, and hired autos, in an amount not less than $2,000,000, combined single limit.
.04 Professional Liability, inclusive of Cyber Liability, in an amount not less than $2,000,000, and CONTRACTOR shall maintain such coverage for at least one (1) year from termination of this Agreement. Any deductible or self-insured retention in excess of $10,000 must be disclosed to ANAHEIM, in writing, at the inception of this Agreement and is subject to the acceptance of the City's Risk Manager.
.05 CONTRACTOR agrees that CONTRACTOR is legally and financially responsible for all deductibles and self-insured retentions. .06 Any coverage written with primary and excess/umbrella insurance must be disclosed to ANAHEIM in writing at the inception of this Agreement and is subject to the acceptance of the City's Risk Manager for acceptance and approval prior to the inception of this 8 Agreement.
2. CONTRACTOR agrees that each insurance policy required by this Agreement shall not be voluntarily cancelled, or limited in scope or coverage, until after thirty (30) days prior written notice has been given to the City Clerk, City of Anaheim, 200 S. Anaheim Blvd., Anaheim, CA 92805, except in the event of cancellation for non-payment of premium which shall provide for not less than ten (10) days' notice.
3. Each insurance policy required by this Agreement, excepting policies for Professional Liability and Workers' Compensation, shall contain the following clauses or shall otherwise provide for the following conditions:
.01 "It is agreed that any insurance maintained by CONTRACTOR, pursuant to this Agreement, shall be primary to, and not contribute with, any insurance or self-insurance maintained by the City of Anaheim."
.02 "The City of Anaheim, its officers, agents, employees, representatives and ANAHEIM-designated volunteers are added as additional insureds as respects the acts, omissions, operations and activities of, or on behalf the named insured, in regard to products supplied to, or work or services performed for, or related to, the City of Anaheim."
4. Prior to commencing any work under this Agreement, CONTRACTOR shall deliver to ANAHEIM insurance certificates confirming the existence of the insurance required under this Agreement, and including the applicable clauses referenced above. Also, within thirty (30) days of the execution date of this Agreement, CONTRACTOR shall provide ANAHEIM: (i) endorsements to the insurance policies which add to these policies the applicable clauses referenced above; or (ii) in lieu of said endorsements, documentation acceptable to ANAHEIM evidencing that the coverage, terms, and conditions set forth in the above-referenced clauses are otherwise included in said insurance policies. Insurance required hereunder shall be placed with insurers: (i) admitted to write insurance in California; (ii) possessing an A. M. Best's rating of A VII or higher; or (iii) otherwise acceptable to ANAHEIM, with prior written permission from ANAHEIM. In the event that a claim or other legal action is filed against ANAHEIM, and if ANAHEIM, in its good faith opinion, believes it may have coverage under any of the insurance required herein, then ANAHEIM has the right to demand, and to receive 9 within a reasonable time period, copies of the insurance policies related to such required insurance; provided, however, that this provision shall not apply if the Parties agree that CONTRACTOR shall fully defend, hold harmless, and indemnify ANAHEIM against any such claim or other legal action.
5. In addition to other remedies ANAHEIM may have if CONTRACTOR fails to provide or maintain any insurance policies or policy endorsements to the extent and within the time herein required, ANAHEIM may, at its sole option:
.01 Order CONTRACTOR to stop work under this Agreement and/or withhold any payment(s) which become due to CONTRACTOR hereunder until CONTRACTOR demonstrates compliance with the requirements hereof; or .02 Terminate this Agreement.
Exercise of any of the above remedies, however, is an alternative to other remedies ANAHEIM may have and is not the exclusive remedy for CONTRACTOR's failure to maintain insurance or secure appropriate endorsements.
6. In the event CONTRACTOR hires other persons or firms to perform some of the work related to this Agreement, CONTRACTOR shall ensure, and certify to ANAHEIM in writing that: (i) the acts or omissions of such persons or firms are covered under the abovereferenced liability insurance; or (ii) such firms maintain insurance equal to or better than, and subject to the same limits, terms and conditions as, the insurance required of CONTRACTOR under this Agreement (except for firms which are not performing professional services-such firms shall not be required to carry the above-referenced professional liability insurance); and in either instance, CONTRACTOR shall provide, or cause to be provided, evidence of such insurance coverage, reasonably acceptable to ANAHEIM.
7. ANAHEIM's Risk Manager is hereby authorized to amend or reduce the requirements set forth herein in the event such reduction is in ANAHEIM'S best interest.
D. Indemnification
1. As respects acts, errors or omissions in the performance of professional services, CONTRACTOR agrees to indemnify and hold harmless ANAHEIM, its officials, officers, and employees from and against any and all claims, losses, damages, defense costs, or 10 liability, of any kind or nature, to the extent arising directly out of CONTRACTOR's (or CONTRACTOR's contractors' or subcontractors', if any) negligent acts, errors or omissions in the performance of professional services under this Agreement.
2. As respects all acts, errors or omissions which do not arise directly out of the performance of professional services, including but not limited to those acts, errors or omissions typically covered by ISO-based general and automobile liability insurance coverage, CONTRACTOR agrees to indemnify, defend (at ANAHEIM'S option), and hold harmless ANAHEIM, its officials, officers, employees, agents, and representatives from and against any and all claims, losses, damages, defense costs, or liability, of any kind or nature (collectively referred to hereinafter as "Claims"), arising out of or in connection with CONTRACTOR's (or CONTRACTOR's contractors' or subcontractors', if any) acts, errors, omissions, or work, relative to this Agreement; except for those Claims which arise out of the sole negligence or willful misconduct of ANAHEIM..
3. The obligations set forth in this indemnification provision (i) shall be in effect without regard to whether or not ANAHEIM, CONTRACTOR, or any other person maintains, or fails to maintain, insurance coverage, or a self-insurance program, for any such Claims; and (ii) shall survive the termination of this Agreement.
E. Warranty. All materials (except software products, which may be covered by maintenance) and any associated workmanship will be 99% free from material errors, faults, and defects and in material conformance with the terms of this Agreement and the associated Statement of Work, for a period of seven (7) days following ANAHElM's acceptance of the services/deliverable. This warranty applies to CONTRACTOR-prepared interfaces to the extent that deficiencies or failures in performance are attributable to the interfaces, or portions thereof, which were developed by CONTRACTOR and are maintained by CONTRACTOR. The warranty is not available for any interface which has been developed or materially modified by parties other than CONTRACTOR. Should ANAHEIM request that CONTRACTOR provide services for an issue that is determined to fall outside of the scope of the warranty, ANAHEIM will compensate CONTRACTOR for its effort to determine the cause, in accordance with CONTRACTOR's then-current services rate.
11 F. Termination. Either Party may terminate this Agreement for cause, in whole or in part, by giving the other Party at least ninety (90) days prior written notice. ANAHEIM may terminate without cause upon giving CONTRACTOR ninety (90) days prior written notice.
I. e360 Services: Upon termination of this Agreement: (a) e360 shall cease providing the Services; (b) all payment obligations of ANAHEIM under this Agreement will become due immediately; and (c) within thirty (30) days each Party shall return all Confidential Information of the other Party and shall not make or retain any copies of the same except as required by law.
2. e360 Maintenance and Support: ANAHEIM must notify e360 in writing within ninety (90) days of the Annual Execution Date or anytime during year five (5). ANAHEIM will then be billed at the Month-to-Month Rate of $11,120.00 on a monthly basis until otherwise terminated. All other provisions of the agreement to stay in place during the "Month to Month" period.
3. Cisco Hardware and Support: Termination of this Agreement or the related SOW does not relieve ANAHEIM of its payment obligations for Cisco Hardware, Software Licensing, or Maintenance and Support.
G. Breach of Agreement. CONTRACTOR shall not be relieved of liability to ANAHEIM for damages sustained by ANAHEIM by virtue of any breach of Agreement by CONTRACTOR, in addition, ANAHEIM may pursue all remedies available under law for breach of this Agreement. The waiver by either Party of any breach to this Agreement shall not constitute a waiver as to any succeeding breach.
CONTRACTOR acknowledges and agrees that documentation supplied by ANAHEIM pursuant to this Agreement may contain confidential and proprietary information of ANAHEIM or other entities and CONTRACTOR agrees to use such documentation solely for the purpose of providing Services. CONTRACTOR agrees that it shall not make any copies of such documentation without ANAHEIM's prior written consent and shall return all such documentation to ANAHEIM upon completion of its Services.
H. Default/tancellation. If ANAHEIM (i) fails to pay the amounts due under this Agreement or any other agreement with CONTRACTOR, or (ii) breaches this Agreement, 12 CONTRACTOR may, in addition to all other remedies available to it at law or in equity, suspend its service obligations, and terminate this Agreement or furnish service on a time and materials basis, C.O.D. ANAHEIM may cancel this Agreement without cause as provided in Section F above; if ANAHEIM does so, CONTRACTOR% exclusive remedy shall be to recover a retroactive monthly service fee reflecting the difference between the discount monthly rate of S9.710.00 being paid by ANAHEIM pursuant to this Agreement and the standard monthly rate of $11120.00, for each month that this Agreement was in effect as well as all remaining months of contract at the standard monthly rate or of s11,120.00 within ninety (90) days of termination.
I. Com2,liance with Laws. In the performance of this Agreement, CONTRACTOR shall abide by and conform to (and shall ensure that CONTRACTOR% subcontractors, if any, shall abide by and conform to) any and all applicable laws, statutes, safety rules, and practices of the United States, the State of California, the Charter and Ordinances of the City of Anaheim, and any other local laws (hereinafter referred to as "Laws and Practices"). Further, CONTRACTOR warrants that all work done under this Agreement shall be in strict compliance with such Laws and Practices, including, but not limited to, Cal/OSHA regulations.
CONTRACTOR shall dispose of all materials used in conjunction with the performance of this Agreement in strict compliance with all local, state and federal environmental and/or waste management rules, regulations, laws, statutes and practices.
J. Conflict of Interest. CONTRACTOR or its employees may be subject to the provisions of the California Political Reform Act of 1974 (the "Act"), which: (1) requires such persons to disclose any financial interest that may foreseeably be materially affected by the work performed under this Agreement; and (2) prohibits such persons from making, or participating in making, decisions that will foreseeably financially affect such interest.
If subject to the Act, CONTRACTOR shall conform to all requirements of the Act. Failure to do so constitutes a material breach and is grounds for immediate termination of this Agreement by ANAHEIM. CONTRACTOR shall indemnify and hold harmless ANAHEIM for any and all claims for damages resulting from CONTRACTOR's violation of this Section. 13 PART ill - GENERAL PROVISIONS
A. Notification. Any notice may be served upon ANAHEIM by personal delivery in writing, confirmed by mail, or by depositing it in a United States mail deposit box with the postage thereon, fully prepaid and addressed to ANAHEIM at the address hereinafter set forth; and in the case of CONTRACTOR, may be served upon CONTRACTOR by personal delivery in writing or by depositing it in a United States mail deposit box with the postage thereon fully prepaid, and addressed to CONTRACTOR at the address hereinafter set forth:
ANAHEIM: City of Anaheim
Attention: City Clerk
200 S. Anaheim Boulevard
Anaheim, California 92805
Telephone: (714) 765-5166
Facsimile: (714) 765-4105
WITH A COPY TO: Finance Department
City of Anaheim
200 South Anaheim Boulevard, 6th Floor
Anaheim, California 92805
Telephone: (714) 765-5076
Facsimile: (714) 765-5260
CONTRACTOR: Entisys Solutions, Inc DBA e360
Attention: Legal
47 Discovery, Suite 150
Irvine, CA 92618
Upon written notice to each Party concerned, served by means provided in the above paragraph, either Party may change the above addresses.
B. Independent Contractor. The performance of CONTRACTOR's Services hereunder shall be in the capacity of an independent CONTRACTOR and not as an officer, agent, or employee of ANAHEIM. In consideration for the compensation paid to CONTRACTOR by ANAHEIM, CONTRACTOR agrees that ANAHEIM shall not be liable or responsible for any benefits, including, but not limited to, worker's compensation, disability, retirement, life, unemployment, health or any other benefits and CONTRACTOR agrees that he shall not Erlle or file a claim, petition or application therefor against ANAHEIM or any of its officers, employees, agents, representatives or sureties.
14 C. Successors and Assigns All of the terms, conditions and provisions hereof shall inure to the benefit of and be binding upon the Parties hereto and their respective successors and assigns, provided, however, that no assignment of the Agreement shall be made without the prior written consent of the Parties to the Agreement, which consent shall not be unreasonably withheld.
D. Laws Governing Construction of Terms. This Agreement shall be governed by the laws of the State of California. Any legal action concerning or arising out of this Agreement shall be filed in a court of the State of California having jurisdiction of the subject matter, and venue shall be in the County of Orange, State of California.
E. Entire Agreement. This writing constitutes the entire agreement between the Parties with respect to the subject matter hereof, and supersedes all oral or written representations or written agreements which may have been entered into between the Parties. No modification or revision shall be of any force or effect, unless the same is in writing and executed by the Parties hereto.
If any provision of this Agreement shall be held invalid, such invalidity shall not affect the other provisions hereof, and to this extent, the provisions of this Agreement are intended to be and shall be deemed severable.
F. Counterparts. This Agreement may be executed in any number of counterparts, each of which shall be deemed an original, but all of which shall constitute one and the same instrument
G. Headiml s. The headings herein set out are for convenience of reference only and shall not be deemed a part of this Agreement.
H. Effecti• e Date and AL Lthorinr . ANAHEIM and CONTRACTOR'S signator(s) represent that the signator(s) hold(s) the positions set forth below its/their signature(s) and that the signator(s) is/are authorized to execute this agreement on behalf of ANAHEIM and CONTRACTOR and to bind ANAHIEM and CONTRACTOR hereto, repectfully.
This Agreement shall be effective on the date on which this Agreement is executed by ANAHEIM ("Effective Date").
[SIGNATURES ON FOLLOWING PAGE]
15 Date of Execution ENTISYS SOLUTIONS, INC, DBA e360 a California Corporation
By:
IN WITNESS WHEREOF, the Parties hereto have caused this Agreement to be executed on the dates hereinafter respectively set forth.
Date of Execution CITY OF ANAHEIM
a municipal corporation
By:
Deborah A. Moreno, Finance Director/City
Treasurer
ATTEST:
By:
Theresa Bass, City Clerk
"ANAHEIM"
Printed Name: Matthew General
Title: Chief Operating Officer
"CONTRACTOR"
APPROVED AS TO FORM:
ROBERT FABELA, CITY ATTORNEY
- -
By: -
tryn M. Morley
Dcputy City Attorney
Dated: •
( 2 5
154412.3
Attachment: Exhibit A - e360 Statement of Work
Exhibit B - e360 Quote
Exhibit C - CISCO Enterprise Agreement
Exhibit D - Request for Proposal #106-FIN-05-20-2024-Enterprise Phone Replacement
Exhibit E - Response to Request for Proposal #106-FIN-05-20-2024-Enterprise Phone Replacement
16 EXHIBIT A
STATEMENT OF WORK
ITO BE ATTACHED BEHIND THIS PAGE]
17 Confidential & Proprietary – For Intended Recipient Only This SOW contains proprietary and confldential information belonging to e360 and is provided exclusively for the review and use of the City of Anaheim. Any unauthorized reproduction, distribution, or disclosure of this document, in whole or in part, to third parties without prior written consent from e360 is strictly prohibited. This document is subject to non- disclosure agreements and applicable confldentiality obligations.
Exhibit A
Statement of Work
648450 Enterprise Phone
System Replacement
Prepared for:
City of Anaheim
February 26, 2025 Enterprise Phone System Replacement 2 Title: Enterprise Phone System Replacement
SOW Number: 648450
Date: 02/26/2025
This statement of work (“SOW”) is entered into and made effective on the date of the latest signature (“Effective Date”), between Entisys Solutions, Inc., DBA e360 e360” or “Contractor”), and City of Anaheim identified below (“Anaheim” or City”) and is in accordance with the Service Agreement entered into on <Month day, year>. Capitalized terms not defined in this SOW are as defined in the Agreement. In the event of any conflict between this SOW, and the Agreement, then the Agreement shall govern.
Contact Information
City Contact e360 Contact
Project Owners:
Ed Jin, IS Manager
714) 765- 5076
[email protected]
Emmanuel Gener, Assistant IS Manager
714) 765-5007
[email protected]
Lorri Watson, IT Project Manager
714) 765- 5231
[email protected]
City of Anaheim
200 S. Anaheim Blvd., Suite 643
Anaheim, CA 92805
Account Team:
Karla Delacruz
Strategic Account Manager
949) 278- 9125
[email protected]
Alex Lewis
Account Manager
727) 277-7506
[email protected]
Judy Ramos
Engagement Manager
916) 206-7450
[email protected]
Presales: Chad Stambaugh, Director of
Enterprise Networking
e360
47 Discovery, Suite 150
Irvine, CA 92618
February 26, 2025 Enterprise Phone System Replacement 3 Executive Summary
The City is seeking to replace its legacy Nortel/Avaya Blue phone system. In response, e360 is proud to propose a robust, cloud- based Cisco telephony solution tailored to meet the City's needs. Our comprehensive offer includes solution design, detailed implementation, end- to-end project and change management, as well as the procurement hardware and deployment of Cisco equipment , phones across sixty- seven (67) city locations, and a flve- year service support agreement. e360 will migrate the City’s sixty- seven (67) sites from Nortel/Avaya M1, CS1000 and IPO PBX’s to Cisco Hosted Solution with Webex Local Survivability Gateways.
All phones to primarily register to the Hosted Solution via City provided DIA Dedicated Internet) as outlined in RFP. e360 to install, program and test two (2) Cisco Catalyst 8300 Webex Survivability Gateways for City Hall Complex and Public Safety locations along with the recommended twenty-four (24) Cisco Webex Survivability gateways to provide for “Local” survivability in the remaining twenty- four sites.
Project Overview:
Assessment and Planning: Conduct a comprehensive
evaluation of the current systems and infrastructure to develop a tailored migration strategy.
Design: Develop a customized telephony system
architecture that addresses the speciflc needs of the City.
The design plan will specify the architecture, hardware, and software components of the new telephony system.
Implementation: Execute a thorough and meticulous
implementation plan to ensure seamless integration and
minimal disruption to daily operations.
Project and Change Management: Implement structured
project and change management, via Waterfall methodology to facilitate smooth transitions, minimize disruptions, ensure stakeholder agreement and timely project completion.
Procurement: Purchase the hardware, software, and license for the project
Deployment: Deploy and conflgure Cisco phones across the City’s 67 sites, ensuring seamless integration with existing systems and network infrastructure.
February 26, 2025 Enterprise Phone System Replacement 4 Training: Provide comprehensive training programs for endusers and technical administrators to maximize the new system's potential.
Support and Maintenance: Provide full life cycle managed services, including ongoing support, monitoring, and
optimization of the telephony system.
Key Objectives:
Modernization: Replace the outdated legacy phone system with an innovative Cisco Cloud telephony solution to
enhance communication capabilities and mobility
Reliability: Ensure a robust and secure communication
infrastructure that meets the critical needs of law
enforcement and emergency services with in- depth
multilayer defense.
Efficiency: Streamline communication processes within
government offlces to boost productivity and service
delivery
Scalability: Design a fiexible system capable of scaling to accommodate future growth and technological
advancements.
Support: Provide ongoing managed services to ensure the system's optimal performance and address any issues
promptly.
This engagement will be delivered remotely and onsite, as outlined in the SOW.
The deflnedproject phases with expected outcomes or deliverables, and rates are valid through April 30, 2025. Signature past this date may require validation of scope and pricing.
This engagement is expected to last approximately one (1) year. The estimated start and end dates for the engagement will be determined after the contract is awarded by the City.
February 26, 2025 Enterprise Phone System Replacement 5 Outline of Activities
The services and high- level activities are outlined by “phase” with expected outcomes and/or deliverables. e360 will perform the following services and project deliverables:
Phase 1: Project Kickoff and Planning
Schedule Kick Off Meeting
Determine Project Cadence, establish weekly calls
Deflne project goals, objectives, and success criteria.
Develop a detailed project plan and timeline, including key milestones and dependencies.
Identify and engage relevant stakeholders, including IT personnel, department heads, and end-users.
Phase 2: Assessment and Design
Conduct a thorough assessment of current telephony infrastructure, including phone lines, network capabilities, and hardware requirements
Gather Network, PBX and User Information from City.
Network Diagram
Firewall, Routers and Switch Conflgurations
DHCP Information
Cisco Webex Survivability gateway deployment strategy
Public Key Infrastructure (PKI)
Conduct a thorough assessment of current environment and provide recommendations for eliminating any obsolete or unnecessary analog devices and retiring unneeded Primary Rate Interfaces (PRIs)
Design deliverable - including call routing, numbering plans, and network requirements, for all City facilities
Obtain City Approval for Design and Procurement
Procure necessary hardware components required for system upgrade
Complete the flnal testing plan for the initial deployment Phase 3: Initial Deployment
Hosted Functions
February 26, 2025 Enterprise Phone System Replacement 6 o Program Webex database with City provided user information o Create dial plan
o Import User Data
o Conflgure incoming call routing
o Install recordings for AA and menus
o Build 911 database
Rack and installation of Webex Survivability Gateways
o Perform initial router conflguration
Rack and installation of Analog VG420s and ATA
Install e360 provided (loaner hardware) in Nortel CS1000<’s PD and CH Program Nortel CS1000 for QSIG PRI
Create new SIP Trunk
Build Cisco gateways in NRS
Test Nortel to Cisco Routing
Test trunk- to-trunk routing
Adjust routing to best utilize IP/TDP connectivity
Install IP phones for testing
Enable four/six- digit dialing between systems
Failover testing
Perform initial number port and/or purchase temporary numbers PSTN)
Remote location 1 & 2
o Install new Cisco IP phones
o Perform function testing
o Perform Survivability testing
o Monitor any QOS and/or flrewall stats with the City to verify tags are being applied properly.
Port partial amount of DID’s over to Cisco
User Training
o Identify POC for user training
o Prepare list of City trainees by site or business unit o Develop detailed training plan
o Create user training curriculum
o Create onsite (remote option) training schedule and communication o Execute training plan
February 26, 2025 Enterprise Phone System Replacement 7 Phase 4: Site Cutover
Develop Migration Plan
Develop Test and Acceptance Plan
Develop End- User Training Schedule
o Provide City with training documentation and user guides o Provide end- user training
For each City Site Deployment (67 sites):
o Place phones
o Execute test plan:
Functional testing
User acceptance testing
o Go- Live/cutover
o Next business day (NBD) follow- up
o Per site, remove legacy equipment for disposal, e- waste recycling as outlined in project plan.
o Closeout site and move to next site in Migration Plan Repeat tasks for all 67 sites
Phase 5: Post- implementation:
Provide MAC addresses, serial numbers, and a full inventory of the hardware installed.
Provide the location of the software that may have been downloaded during the installation process.
Include the location of backups of any systems, user data and recordings.
Provide a list of any automatic jobs that are scheduled, such as backups and archives.
Post- implementation clean- up, packaging, legacy equipment removal for disposal, and e- waste recycling.
Request project completion signoff.
Begin maintenance support.
User Acceptance Testing:
Testing shall include but is not limited to the following:
Phone received proper DHCP, VLAN, and IP information
Test making and receiving of internal and external phone calls 911 and 9911 calling
Verify PSAP has correct location information
Test Primary Network Failure (Lost Internet Connectivity) Verify phones re-register to Webex Survivability Gateways February 26, 2025 Enterprise Phone System Replacement 8 Verify users can make and receive internal and external calls (internal to local site only. This type of failure dependent upon flnal design.) Recovery
Voice quality
Out of Scope
Items not speciflcally deflned in the Outline of Activities above are considered out of scope for this SOW. Any additional work requested by the City must be requested in writing and may require the mutual execution of a Change Order CO”).
Onsite Project Manager (PM) or Architect Oversight (AO) February 26, 2025 Enterprise Phone System Replacement 9 Deliverables
The following table outlines the project deliverables for this engagement.
Deliverable Name Description Proposed Due Date
Design Design Design deliverable for
review
HW/SW Deployment HW/SW deployment within
the environment
Completion of initial
deployment
End User Training Cisco phone end- user
training for users at 67 sites
Completion of scheduled
site cutovers
Site Cutover
Deployment of new phone
solution at 67 sites.
Inventory and removal of
legacy equipment.
Successful deployment at
all 67 sites
Project Related Documents
As-built, HW/SW inventory,
conflgurations, user training
guides, training materials,
etc.
Upon successful
deployment at 67 sites, and
project deliverable hand-off
at project completion.
Staff Plan
e360 Staff Plan
The following e360 professionals are expected to be assigned to this engagement. Personnel may change due to unforeseeable circumstances.
Role Primary Responsibility Secondary
Responsibility Interfaces with
Strategic Account
Manager
e360 Sales Account
Executive, Primary point
of Contact
City executive sponsor and key
stakeholders, project team members
Account Manager
e360 Point of Contact ,
products, services &
contracts
Project Team, City stakeholders, e360
executive leadership, vendors as need
Engagement
Manager
General project
oversight
Project Team, City stakeholders, e360
executive leadership
Project Manager
Lead project to
successful completion,
apply project
management disciplines,
develop risk and
communication plans,
general project oversight
Project Team, City stakeholders, e360
executive leadership, as needed
February 26, 2025 Enterprise Phone System Replacement 10 City of Anaheim Staff Plan
Role Primary Responsibility Secondary
Responsibility Interfaces with
Principal Architect
Assist with overall design
planning, training, and
documentation
Project Team, City stakeholders, e360
executive leadership, as needed
Principal Architect
Work with David, Beda
on the overall design and
PM to develop project
plans and schedule.
Project Team, City stakeholders, e360
executive leadership, as needed
Sr. Consultant
Work with David and
Chris on the overall
design and planning
Project Team, core deployment
Deployment Team
Project Manager
Lead the core
deployment/installation
Team, work closely with
e360 PM. Manage
Installation resources by
planning and executing
project delivery tasks.
Project Team, City IT/business unit
POCs
IT Sr. Deployment
Engineer
Assist with the overall
design, City technical
data gathering,
installation planning,
testing, and
troubleshooting.
Assist the overall team
throughout the project
phases to completion.
Project Team, City IT/business unit
POCs
IT Voice - UCCE
Lead engineer for all
phases of the voice
deployment
Project Team, City IT/business unit
POCs, as needed
IT Sr. Integration
Engineer
Attend project meetings,
gather data, database
SME, integration with
existing environment,
testing, site visits
interacting with the City
and Sr. Cisco Engineer
Project Team, City IT/business unit
POCs, SMEs as needed
IT Certifled
Network Engineer
Deploy and maintain all
Cisco hardware at the
project locations
Testing and
troubleshooting
Project Team, City IT/business unit
POCs, SMEs as needed
Certifled Software
Firewall Engineer
Work with the City to
conflgure
flrewalls/ security
requirements and
address any securityrelated issues.
Program and testing of
Cisco deployment
Project Team, City IT/business unit
POCs, SMEs as needed
February 26, 2025 Enterprise Phone System Replacement 11 The following City professionals are projected for the successful delivery of this engagement. Personnel may change due to unforeseeable circumstances.
Role Responsibility Interfaces with
Executive Sponsor
Available and able to make
decisions on activities or issues
that are escalated
Project team members, City
IT/business unit POCs, e360
executive leadership, as needed.
Project Authority
Single point of contact for all
project communication that has
the authority to act on all aspects
of this project.
Project team members, City
IT/business unit POCs, City
executive sponsor, e360 account
manager or executive leadership, if
needed.
Project Owner and Primary Pointof-Contact
Identify and assign proper
resources to support the
engagement, as needed.
Responsible for key decisions
regarding project and escalation
activities, as necessary.
Project team members, City
IT/business unit POCs, e360
account manager
Project Manager
Work closely with e360 project
manager for scheduling,
communication, stakeholder
involvement, risks mitigation,
issues and any other critical
collaboration required throughout
the project.
Project team members, City
IT/business unit POCs, City key
stakeholders or sponsor.
February 26, 2025 Enterprise Phone System Replacement 12 Project Management and Timeline
e360 Project Manager will coordinate with the City to establish a mutually agreed upon timeline of tasks and activities, allocate resources, and set milestones to ensure project meets the City’s requirements outlined in the SOW and completes successfully as planned.
e360 project manager will develop a communication plan, deflne acadence for status meetings at the scheduled project kickoff meeting, prepare and distribute project status reports, to include status of milestones, accomplishments, planned activities, risks, action items, issues, and project deliverables throughout the project.
Project Acceptance
Upon completion of the services by project milestones, City shall sign the Services Project or Milestone Completion form. This signed form indicates the City acknowledges and accepts satisfactory completion of the Services described herein. If City does not indicate its acceptance or rejection of the Services within seven (7) business days of the milestone or project completion, the Services performed for the applicable milestone or project will be considered accepted.
Project Timeline
The high- level proposed project timeline is as follows:
February 26, 2025 Enterprise Phone System Replacement 13 February 26, 2025 Enterprise Phone System Replacement 14 travel beyond this radius must be pre- approved in writing by the City and will be reimbursed in accordance with the City’s standard travel policy.
Not to Exceed
Under no circumstances will fees and expenses go beyond the Project Summary Total above without prior written agreement by both Parties.
Invoicing and Payment Terms
e360 will invoice City for Services on completion of engagement milestones and engagement completion.
e360 will procure the necessary hardware as outlined in Appendix II and will invoice the City upon shipment. The speciflc hardware models or quantities may be adjusted based on the outcomes of the project discovery phase and ongoing implementation needs. Additionally, e360 will acquire any necessary supplemental hardware required to complete the project and will invoice the City upon shipment from Cisco with Net30 payment terms.
Within thirty (30) days of receipt of each invoice, with subject to receipt and veriflcation of goods, City shall pay e360 the entire amount due in United States currency, and all payments shall be unconditional and not subject to any right of abatement, reduction, setoff, counterclaim, or other defense, for any reason. Interest shall accrue on all overdue amounts at a rate equal to the lower of one and one- half percent (1½) per month and the highest rate allowed by applicable law.
Term and Termination
City and e360 will comply with the terms and conditions in the governing document referenced.
Agreement
Except as otherwise expressly provided in this SOW, all other terms and conditions in the governing document referenced shall remain in full force and effect, including but not limited to those detailed in any attached exhibits or amendments.
February 26, 2025 Enterprise Phone System Replacement 15 Signatures
Signature indicates the Parties’ agreement to the engagement scope, and pricing as documented in this SOW as of the latest signature below.
City Signature e360 Signature
Name Name
Title Title
Date Date
If City requires a Purchase Order (PO) to process payment, then provide both the City PO and the signed SOW to e360.
City PO (if required)
February 26, 2025 Enterprise Phone System Replacement 16
APPENDIX I
The following section provides supplementary materials, information and detailed references to support the content presented in this SOW. These resources or references offer additional clarity, data, and context to enhance the City’s understanding. Each item in the appendix is organized for ease of reference and further exploration.
Project Prerequisites
To meet the City of Anaheim’s requirements deflned in thisSOW, e360 requests the following:
Project team members shall be granted secure VPN access with connectivity to all equipment and services required for the design, deployment, conflguration, and post-implementation support. Vendor should follow City’s VPN policy.
City will provide access to all necessary system and device license information in order to complete the discovery, assessment, and design project phase. The vendor must securely destroy all information upon completion of its use.
City shall cooperate with all reasonable requests by e360 during the performance of Services. This includes requests for meetings and access to personnel supporting the engagement.
Access will allow the e360 project team to review:
o Public CA signed PKI certiflcates for voice gateways
o Detailed user information:
First name, last name, email address, DID, extension, cell phone
E911/ 911 location information
Dedicated DID numbers to be reserved for E911
Emergency Response locations
o Ability to deploy any chosen applications
Desktop applications
Mobile applications
o Site information:
67 locations
Addresses
Contact information
Access information
PSTN number “located” at each location (for 911)
February 26, 2025 Enterprise Phone System Replacement 17 If no number is assigned, numbers may need to be
ordered.
o Network Information (upon request, as needed)
Network diagram
Subnet information
Firewall rules/information
NAT information
o Ability to NAT all Survivable Gateways
The City will require the vendor to agree to its non- disclosure agreement regarding any information provided.
Remote Administrator Access: City shall provide Remote Administrator access for the duration of this engagement, including the ability for e360 to directly operate the mouse and keyboard. Mouse and keyboard operation may be monitored via screensharing or session recording for knowledge transfer.
Passwords: City shall be responsible for the creation and retention of their passwords. For security purposes, e360 does not store or provide passwords for the City.
City’s Responsibilities
Timely access to the relevant premises, systems and facilities is necessary to provide the required services.
Elevators must be in working order at any location where available Adequate work area for contractor’s equipment.
Remote administrative access to systems, as appropriate.
Cable between wall jack to IDF/ MDF switch, if necessary.
Provide e360 POE for phone where available unless AC supplies can be an option
Provide router and network conflguration information if necessary.
Provide detailed end user information required to program e911 solution such as location information, DID, detailed site address for the end users.
Provide public certiflcates, if necessary.
Provide patch cables to phone to PC, if not included in the hardware.
Vendor should consider the project schedule implications while the City procures and/or provides the cables.
Coordinate between contractor and SAIC and third- party vendors.
Provide public CA signed PKI certiflcates for voice gateways, if needed.
February 26, 2025 Enterprise Phone System Replacement 18 An information security record is exempt from disclosure, if, on the facts of a particular case, disclosure would reveal vulnerabilities to attack or would otherwise increase the potential for an attack on a local agency’s information technology system.
City Site Preparation
Installation environment
City will make the best efforts to ensure that the installation area is secure, meets all equipment manufacturer speciflcations in terms of required electrical connections, equipment access, air circulation, and operational relative humidity and temperature ranges. The vendor should inform the City of these speciflcations and recommendations.
Access
City shall arrange for site access for e360 project team personnel to install equipment, gateways, and/or phones to the agreed upon project implementation schedule. This will include arranging for after- hours access as needed and agreed upon), access badges, security escorts, or other arrangements in accordance with the City’s corporate security policies.
Additional Terms and Conditions
Change Control
During the execution of this engagement, should any changes in the requirements for work effort, project scope, stafflng, or scheduling occur, a CO will be discussed and conflrmed with the City. A signed CO must be received prior to the implementation of such changes.
Software or Hardware Bugs
If a bug or architectural deflciency is found in the software or hardware during the course of a software or hardware implementation, including third party software/ hardware applications that integrate with the solution(s) in the Service Agreement, then e360 will verify/conflrm the issue with the respective vendor. e360 reserves the right to charge, on a Time and Materials basis, for any additional work needed to troubleshoot and/or resolve the issue.
February 26, 2025 Enterprise Phone System Replacement 19 Third- Party Inclusion
e360 may engage Third- Party subcontractors, consultants, or vendors to assist in the provision of Services. e360 shall be responsible for overseeing the performance of Third- Party providers and assuring that Third- Party providers adhere to the standards and obligations set forth herein. City acknowledges that e360 may reasonably delegate certain tasks to ThirdParty providers for efflcient and effective service delivery. Third- Party resources may include domestic, nearshore, or offshore companies, consultants or subcontractors chosen at the sole discretion of e360. Any Third- Party provider should adhere to City’s policies and standards.
City Third- Party Vendors
As needed, City shall provide coordination between e360, and any ThirdParty vendors included but not limited to SAIC.
This includes but is not limited to:
Electrical power systems
UPS/ Battery Backup
Grounding
Third- party data/voice cabling systems
Third- party Telco extension of any circuit facility point of demarcation Third- party supplied voice systems (software, hardware, or conflguration changes)
Patch cables for telephones
February 26, 2025 Enterprise Phone System Replacement 20 February 26, 2025 Enterprise Phone System Replacement 21 February 26, 2025 Enterprise Phone System Replacement 22
APPENDIX III
Service Plan Description
Enhanced Maintenance Services (EMS)
7 Star+ Premium Plan
Our most comprehensive plan other than a full- time on- site technician. With this plan, the City should not require a dedicated telephone support engineer and still have the flexibility to move and change users without additional costs unless the City exceeds the allotted hours, 32 hours per month for Move, Add and Change (MAC). All other troubleshooting, routine service calls will be included.
Our technician will be available for on- site dispatch for hands- on troubleshooting, phone replacement, network troubleshooting, and firmware updates. There is no travel charge for the on- site service.
Service Level Objectives – IT Incident Response:
Normal business hours (“NBH”) are defined as Monday through Friday, 8am – 5pm excluding holidays defined at Appendix V (“holidays”).
Routine Service Call
o The response time for Routine Service calls is next business day, NBH o Routine Service calls are all requests other than Emergency Response calls defined below.
o Eight (8) hours will be allotted for on- site Moves, Adds, and Changes MACs) each week; however, this amount can be adjusted, as needed, to accommodate weekly MAC fluctuations.
o A technician will be available for on- site dispatch (outside of the 32 hours) for hands- on troubleshooting, phone replacement, network troubleshooting, and firmware updates.
Emergency Service Call
o Emergency events can be determined by the City but are broadly defined as follows: 20% of station trunks inoperative, any PSTN outage, any outage that directly affects key stakeholders like senior executives or emergency operations personnel, any console failure, or hosted applications.
o Emergency Service calls require 4-Hour on- site response time, NBH, for all systems other than City Hall Complex and Public Safety.
February 26, 2025 Enterprise Phone System Replacement 23 o Emergency Service calls require 2- hour onsite response time, 24x7x365 including holidays, for City Hall Complex and Public Safety.
If any service affects any users or requires system downtime, it must be coordinated with the City of Anaheim and be done so causing the least impact on City users.
City Responsibilities:
The City will be required to keep Cisco Support Contract in current standing to allow for access to software patches -
Customer will be responsible for the cost of replacement of handset hardware (physical devices) unless it is covered by warranty if determined to be misuse. Normal wear and tear are covered by service agreement.
Scope of Service
a. Equipment Replacement:
o e360 to Stock Inventory sufficient Emergency Replacement Spares for Critical Components.
o e360 will Stock and Replace Defective Phones once received, tested, and confirmed defective from the City. Phones will then be delivered or shipped at the customer’s expense if incurred as required. o e360 provides full replacement of all failing hardware and software, including phones and handsets (Excludes Misuse, abuse, liquid spills, drops, etc.)
o Replacement covers normal wear and tear only.
o Phone replacement to be performed during NBH.
o Replacement components will either be of equal or newer model/generation, have a one- year warranty, and will become the property of the City.
b. General Maintenance & Troubleshooting:
o Provide 7x24x365 system monitoring of Cloud- hosted and on- site Survivable Gateways
o Perform quarterly survivability testing, if required, and provide the report.
o Perform security audits, one (1) per year, upon request, and provide the report.
o Routine service calls for troubleshooting purposes
o Perform certificate installations
February 26, 2025 Enterprise Phone System Replacement 24 February 26, 2025 Enterprise Phone System Replacement 25
APPENDIX IV
Escalation Procedures
24 – Hour Service Line
Emergency and Routine)
All calls for service (emergency and routine), support, or any technical issues should be made to the above number, 24 hours a day, 7 days a week.
Routine Service Orders may also be opened and tracked on our City Service Portal.
Calls will be responded to based on the Service Plan selected in this agreement.
Please have your contract number ready when you call. Contract No.
Technical Assistance Center is staffed and capable to assist with any type of City issue. Excellent City service is our priority. If your response time exceeds that defined in the Service Plan selected or an issue needs to be escalated, please contact: (Information will be provided after contract is awarded).
February 26, 2025 Enterprise Phone System Replacement 26
APPENDIX V
e360 Recognized Holidays
New Year’s Day
President’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving Day
Christmas Day
EXHIBIT B
QUOTE
[TO BE ATTACHED BEHIND THIS PAGE]
18 Cisco Enterprise Phone
System Replacement - 5
Year - Local
#648785 V1
Prepared for:
City of Anaheim
WebEx Calling Subscription
# Item Description Qty Price Ext Price
Term: 4/1/2025-3/31/2030 (May vary based on when order is placed) Billing Model: Annual
Annual Billing Total: $159,888.20
1 A-FLEX-3 COLLABORATION FLEX PLAN 3.0 1 $0.00 $0.00
2 SVS-FLEX-SUPT-BAS Basic Support for Flex Plan 2200 $0.00 $0.00 3 A-FLEX-EACL EntW Webex Calling 2000 $389.00 $778,000.00 4 A-FLEX-ENH-CUBE CUBE Enhanced Trunk Session License 200 $107.00 $21,400.00 5 A-FLEX-C-PRO Webex Calling Entitlement 2400 $0.00 $0.00 6 A-FLEX-CL-CA Webex Calling Common Area Entitlement 1000 $0.00 $0.00 7 A-FLEX-P-CALL Prem to Webex Calling / UCM Cloud 2000 $0.00 $0.00 8 A-FLEX-C-DEV-ENT Cloud Device Registration Entitlement 2400 $0.00 $0.00 9 A-FLEX-MSG-ENT Messaging Entitlement 2400 $0.00 $0.00 10 A-FLEX-FILESTG-ENT File Storage Entitlement 48000 $0.00 $0.00 11 A-FLEX-PROPACKENT
PRO PACK FOR CISCO CONTROL HUB
ENTITLEMENT
2400 $0.00 $0.00
12 A-FLEX-ERC Emergency Response Center Call fee per location search US
1 $41.00 $41.00
Subtotal: $799,441.00
Phones
# Item Description Qty Price Ext Price
Standard IP Desk Phones
13 CP-7841-3PCC-K9= PHONE - Conference Call Capability - Gigabit Ethernet - G.711a/ , G.722, G.729a/b, iLBC, OPUS - 1-year
replacement warranty
2000 $126.00 $252,000.00
2/12 #648785 v1 January 28, 2025
Phones
# Item Description Qty Price Ext Price
IP Switchboard Phone with Sidecar
14 DP-9851-K9= Cisco Desk Phone 9851, Carbon Black - 3.7-inch Color LCD - Backlit indicator - Message Waiting Capability -
1-Year Limited Hardware Warranty
100 $164.00 $16,400.00
15 DP-9800-KEM= CISCO DP-9800-KEM= - Key Expansion Module - Compatibility Cisco Desk Phone 9800 - Enclosure Color
Carbon Black
100 $217.00 $21,700.00
Advanced IP Desk Phone
16 DP-9851-K9= Cisco Desk Phone 9851, Carbon Black - 3.7-inch Color LCD - Backlit indicator - Message Waiting Capability -
1-Year Limited Hardware Warranty
200 $164.00 $32,800.00
Courtesy Phone
17 CP-7811-3PCC-K9= CISCO IP PHONE 7811 WITH MULTIPLATFORM
PHONE FIRMWARE
200 $76.00 $15,200.00
Wireless Phones
18 CP-840-BUN-K9 Wireless IP Phone - Conference Call Capability - Opus; G.711a; G.711u; G.722; G.729a
20 $923.00 $18,460.00
19 CP-800-USBCH Cisco 800 USB Cable with WW Wall Charger 20 $0.00 $0.00 Wireless Headset
20 CP-HS-WL-561-S-US= Cisco 561 - Headset - On-Ear - Wireless - 50 - 18000Hz - Simultaneous connection - Electret
condenser Microphone - Two-year limited hardware
warranty
50 $194.00 $9,700.00
Wired Headset
21 CP-HS-W-521-USB= Cisco Headset 521 Wired Single - Over-Ear - 50 - 18000Hz - 90 ohms - Electret condenser/ECM
Microphone - Unidirectional - USB-a, 3.5mm connector
50 $89.00 $4,450.00
Conference Phones
22 CP-8832-3PCC-K9 CISCO 8832 FOR NORTH AMERICA, CHARCOAL,
WITH ACCESSORIES
80 $670.00 $53,600.00
23 CP-8832-POE CISCO IP CONFERENCE PHONE 8832 POE
ACCESSORIES FOR WORLDWIDE
80 $0.00 $0.00
Subtotal: $424,310.00
3/12 #648785 v1 January 28, 2025
City Hall
# Item Description Qty Price Ext Price
Analog Gateway
24 VG420-144FXS Cisco Analog Voice Gateway VG420 - 144FXS 2 $14,406.00 $28,812.00 25 CON-SNT-VG42014F SNTC-8X5XNBD Cisco Analog Voice Gateway VG420 - 144FX - 5 Year
2 $13,472.00 $26,944.00
26 SL-VG420-UC-K9 Unified Communication License for VG420 Series 2 $0.00 $0.00 27 VG420-RM-19-2R CISCO VG420 RACK MOUNT KIT - 19IN 2R 2 $0.00 $0.00 28 NETWORK-PNP-LIC NETWORK PLUG-N-PLAY CONNECT FOR ZEROTOUCH DEVICE DEPLOYMENT2 $0.00 $0.00 29 VG420-FAN-2R CISCO VG420 FAN TRAY,2RU 2 $0.00 $0.00
30 VG420-NIM-BLANK Cisco VG420 NIM Blank 4 $0.00 $0.00
31 VG420-PS-BLANK-2R Network Accessory - Cisco VG420 Secondary PSU Blank, 2RU SPARE
2 $0.00 $0.00
32 SVG420UK9-179 Cisco VG420 Series IOS XE Universal Image 2 $0.00 $0.00 33 PWR-VG420-650WAC Cisco VG420 650W AC Power supply 2 $0.00 $0.00 34 CAB-AC AC Power Cord (North America), C13, NEMA 5-15P,
2.1m
2 $0.00 $0.00
35 SL-VG420-SEC-K9 Unified Communication Security License for Cisco VG420
2 $684.00 $1,368.00
36 FL-VG4XX-CC Cloud Calling license for Cisco VG4xx Series - SPARE 2 $160.00 $320.00 Survivable Gateway
37 C8300-1N1S-6T Router - C8300-1N1S-6T - 1RU - 1Gbps - Gigabit Ethernet - OSPF, BGP, RIP Routing Protocol - 8GB
RAM - 16GB Flash Memory - RADIUS Authentication -
Power Supply
1 $5,017.00 $5,017.00
38 CON-SNTP-C830IN6T SNTC-24X7X4 Cisco Catalyst C8300 - 5 Year 1 $8,721.00 $8,721.00 39 M2USB-16G Cisco Catalyst 8000 Edge M.2 USB 16GB 1 $0.00 $0.00 40 C-RFID-1R Cisco Catalyst 8000 Edge RFID - 1RU 1 $0.00 $0.00 4/12 #648785 v1 January 28, 2025
City Hall
# Item Description Qty Price Ext Price
41 C8300-RM-19-1R CISCO CATALYST8300 RACK MOUNT KIT - 19IN 1R 1 $0.00 $0.00 42 C8300-SM-BLANK Cisco Catalyst 8300 Edge SM Blank 1 $0.00 $0.00 43 NETWORK-PNP-LIC NETWORK PLUG-N-PLAY CONNECT FOR ZEROTOUCH DEVICE DEPLOYMENT1 $0.00 $0.00 44 TE-R-SW TE agent for IOSXE on Enterprise Routing 1 $0.00 $0.00 45 C8000-HSEC U.S. EXPORT RESTRICTION COMPLIANCE LICENSE FOR C8000 SERIES
1 $0.00 $0.00
46 SC8KBEUK9-1712 UNIVERSAL 1 $0.00 $0.00
47 IOSXE-CTRL-MODE IOS XE SD-WAN BOOT UP MODE FOR UNIFIED IMAGE
1 $0.00 $0.00
48 NIM-4MFT-T1/E1 4 PORT MULTIFLEX TRUNK VOICE/CLEARCHANNEL DATAT1/E1 MODULE1 $2,007.00 $2,007.00 49 PVDM4-128 128-channel DSP module 1 $3,101.00 $3,101.00 50 PWR-CC1-250WAC Cisco C8300 1RU 250W AC Power supply 2 $0.00 $0.00 51 CAB-AC AC Power Cord (North America), C13, NEMA 5-15P,
2.1m
2 $0.00 $0.00
52 DNA-C-T1-A-5Y CISCO DNA ADVANTAGE CLOUD LIC 5Y - UPTO 200M (AGGR, 400M)
1 $3,431.00 $3,431.00
53 SVS-CDNA-T1-A5Y Solution Support for SW - DNA Advantage Cloud Lic, T1, 5Y
1 $1,363.00 $1,363.00
54 SOL-SUPP-ADV-CLD Select this to add Adv Cloud SSPT SKUs 1 $0.00 $0.00 55 DSTACK-T1-A CISCO DNA ADVANTAGESTACK - UPTO 200M
(AGGR, 400M)
1 $0.00 $0.00
56 NWSTACK-T1-A CISCO NETWORK ADVANTAGESTACK - UPTO
200M (AGGR, 400M)
1 $0.00 $0.00
57 TE-EMBED-WANI Cisco ThousandEyes WAN Insights Embedde 1 $0.00 $0.00 58 SDWAN-UMB-ADV Cisco Umbrella for DNA Advantage 1 $0.00 $0.00 5/12 #648785 v1 January 28, 2025
City Hall
# Item Description Qty Price Ext Price
59 SDWAN-CLOUD-PF Cisco SDWAN Cloud Deployment Option 1 $0.00 $0.00 60 C83-1N1S-6T-PF C8300-1N1S-6T PLATFORM SELECTION FOR DNA
SUBSCRIPTION
1 $0.00 $0.00
61 IOSXE-CTRL-MODEPF
IOS XE SD-WAN BOOT UP MODE FOR UNIFIED
IMAGE -DEPLOYMENT OPT
1 $0.00 $0.00
62 P-5GS6-R16SA-GL Cellular Pluggable - Plug-In Module - 5G Sub-6 GHz pluggable interface module (PIM)
1 $931.00 $931.00
63 FW-5GS6-SA-GN Firmware for P-5GS6-R16SA-GL - Generic 1 $0.00 $0.00 64 5G-ANTM2-SMA-D 5G Sub-6 & LTE Advanced Pro Capable Dipole Antenna
4 $0.00 $0.00
65 SSP-CDCS-B Controller Provisioning for CDCS Service 1 $0.00 $0.00 66 MEM-C8300-16GB Cisco Catalyst 8300 Edge 16GB memory 1 $941.00 $941.00 Subtotal: $82,956.00
PD
# Item Description Qty Price Ext Price
Analog Gateway
67 VG420-84FXS/6FXO Cisco Analog Voice Gateway VG420 - 84FXS/6FXO 1 $12,311.00 $12,311.00 68 CON-SNT-VG42084O SNTC-8X5XNBD Cisco Analog Voice Gateway VG420 - 84FXS - 5 Year
1 $10,673.00 $10,673.00
69 SL-VG420-UC-K9 Unified Communication License for VG420 Series 1 $0.00 $0.00 70 SL-VG420-SEC-K9 Unified Communication Security License for Cisco VG420
1 $706.00 $706.00
71 FL-VG4XX-CC Cloud Calling license for Cisco VG4xx Series - SPARE 1 $165.00 $165.00 72 VG420-RM-19-2R CISCO VG420 RACK MOUNT KIT - 19IN 2R 1 $0.00 $0.00 73 NETWORK-PNP-LIC NETWORK PLUG-N-PLAY CONNECT FOR ZEROTOUCH DEVICE DEPLOYMENT1 $0.00 $0.00 6/12 #648785 v1 January 28, 2025
PD
# Item Description Qty Price Ext Price
74 VG420-FAN-2R CISCO VG420 FAN TRAY,2RU 1 $0.00 $0.00
75 VG420-NIM-BLANK Cisco VG420 NIM Blank 2 $0.00 $0.00
76 VG420-PS-BLANK-2R Network Accessory - Cisco VG420 Secondary PSU Blank, 2RU SPARE
1 $0.00 $0.00
77 SVG420UK9-179 Cisco VG420 Series IOS XE Universal Image 1 $0.00 $0.00 78 PWR-VG420-650WAC Cisco VG420 650W AC Power supply 1 $0.00 $0.00 79 CAB-AC AC Power Cord (North America), C13, NEMA 5-15P,
2.1m
1 $0.00 $0.00
Survivable Gateway
80 C8300-1N1S-6T Router - C8300-1N1S-6T - 1RU - 1Gbps - Gigabit Ethernet - OSPF, BGP, RIP Routing Protocol - 8GB
RAM - 16GB Flash Memory - RADIUS Authentication -
Power Supply
1 $5,017.00 $5,017.00
81 CON-SNTP-C830IN6T SNTC-24X7X4 Cisco Catalyst C8300 - 5 Year 1 $8,721.00 $8,721.00 82 M2USB-16G Cisco Catalyst 8000 Edge M.2 USB 16GB 1 $0.00 $0.00 83 C-RFID-1R Cisco Catalyst 8000 Edge RFID - 1RU 1 $0.00 $0.00 84 C8300-RM-19-1R CISCO CATALYST8300 RACK MOUNT KIT - 19IN 1R 1 $0.00 $0.00 85 C8300-SM-BLANK Cisco Catalyst 8300 Edge SM Blank 1 $0.00 $0.00 86 NETWORK-PNP-LIC NETWORK PLUG-N-PLAY CONNECT FOR ZEROTOUCH DEVICE DEPLOYMENT1 $0.00 $0.00 87 TE-R-SW TE agent for IOSXE on Enterprise Routing 1 $0.00 $0.00 88 C8000-HSEC U.S. EXPORT RESTRICTION COMPLIANCE LICENSE FOR C8000 SERIES
1 $0.00 $0.00
89 SC8KBEUK9-1712 UNIVERSAL 1 $0.00 $0.00
90 IOSXE-CTRL-MODE IOS XE SD-WAN BOOT UP MODE FOR UNIFIED IMAGE
1 $0.00 $0.00
7/12 #648785 v1 January 28, 2025
PD
# Item Description Qty Price Ext Price
91 NIM-2MFT-T1/E1 2 PORT MULTIFLEX TRUNK VOICE/CLEARCHANNEL DATAT1/E1 MODULE1 $1,037.00 $1,037.00 92 PVDM4-64 64-channel DSP module 1 $1,551.00 $1,551.00 93 PWR-CC1-250WAC Cisco C8300 1RU 250W AC Power supply 2 $0.00 $0.00 94 CAB-AC AC Power Cord (North America), C13, NEMA 5-15P,
2.1m
2 $0.00 $0.00
95 DNA-C-T1-A-5Y CISCO DNA ADVANTAGE CLOUD LIC 5Y - UPTO 200M (AGGR, 400M)
1 $3,431.00 $3,431.00
96 SVS-CDNA-T1-A5Y Solution Support for SW - DNA Advantage Cloud Lic, T1, 5Y
1 $1,363.00 $1,363.00
97 SOL-SUPP-ADV-CLD Select this to add Adv Cloud SSPT SKUs 1 $0.00 $0.00 98 DSTACK-T1-A CISCO DNA ADVANTAGESTACK - UPTO 200M
(AGGR, 400M)
1 $0.00 $0.00
99 NWSTACK-T1-A CISCO NETWORK ADVANTAGESTACK - UPTO
200M (AGGR, 400M)
1 $0.00 $0.00
100 TE-EMBED-WANI Cisco ThousandEyes WAN Insights Embedde 1 $0.00 $0.00 101 SDWAN-UMB-ADV Cisco Umbrella for DNA Advantage 1 $0.00 $0.00 102 SDWAN-CLOUD-PF Cisco SDWAN Cloud Deployment Option 1 $0.00 $0.00 103 C83-1N1S-6T-PF C8300-1N1S-6T PLATFORM SELECTION FOR DNA
SUBSCRIPTION
1 $0.00 $0.00
104 IOSXE-CTRL-MODEPF
IOS XE SD-WAN BOOT UP MODE FOR UNIFIED
IMAGE -DEPLOYMENT OPT
1 $0.00 $0.00
105 P-5GS6-R16SA-GL Cellular Pluggable - Plug-In Module - 5G Sub-6 GHz pluggable interface module (PIM)
1 $931.00 $931.00
106 FW-5GS6-SA-GN Firmware for P-5GS6-R16SA-GL - Generic 1 $0.00 $0.00 107 5G-ANTM2-SMA-D 5G Sub-6 & LTE Advanced Pro Capable Dipole Antenna
4 $0.00 $0.00
8/12 #648785 v1 January 28, 2025
PD
# Item Description Qty Price Ext Price
108 SSP-CDCS-B Controller Provisioning for CDCS Service 1 $0.00 $0.00 109 MEM-C8300-16GB Cisco Catalyst 8300 Edge 16GB memory 1 $941.00 $941.00 Subtotal: $46,847.00
Remote Sites
# Item Description Qty Price Ext Price
Analog Gateway
110 ATA192-3PW-K9 192 ANALOG TELEPHONE ADAPTER FOR MPP
WITH SWITCH
24 $103.00 $2,472.00
111 CON-SNT-TAQK99Q4 192 Analog Telephone Adapter for MPP with switch - SNTC-8X5XNBD - 5 Year
24 $80.00 $1,920.00
112 ATA191-CLIP-NA CISCO ATA191-CLIP-NA - Power Clip for ATA191 and ATA192, North America
24 $0.00 $0.00
WebEx Calling Survivability (Local)
113 C8200L-1N-4T CISCO CATALYSTEDGE C8200L-1N-4T CHASSIS SPARE, 1RU w/ 1 NIM slot and 4x 1 Gigabit Ethernet
WAN ports, support RADIUS,RIP and
RIPv2,OSPF,SSH,SNMP,DHCP,AES,C8200L-1N-4T
uses an Intel x86 CPU with 4 GB DRAM memory
default
24 $730.00 $17,520.00
114 CON-SNTP-C8200TL1 SNTC-24X7X4 Cisco Catalyst 8200L with 1-NIM slot - 5 Year
24 $1,716.00 $41,184.00
115 C-RFID-1R Cisco Catalyst 8000 Edge RFID - 1RU 24 $0.00 $0.00 116 C8200-RM-19-1R CISCO CATALYST8200 RACK MOUNT KIT - 19IN 1R 24 $0.00 $0.00 117 NETWORK-PNP-LIC NETWORK PLUG-N-PLAY CONNECT FOR ZEROTOUCH DEVICE DEPLOYMENT24 $0.00 $0.00 118 C-M2-BLANK Cisco Catalyst 8000 Edge M.2 Blank Cover 24 $0.00 $0.00 119 C8000-HSEC U.S. EXPORT RESTRICTION COMPLIANCE LICENSE FOR C8000 SERIES
24 $0.00 $0.00
9/12 #648785 v1 January 28, 2025
Remote Sites
# Item Description Qty Price Ext Price
120 CAB-AC AC Power Cord (North America), C13, NEMA 5-15P,
2.1m
24 $0.00 $0.00
121 SC8KBEUK9-1712 UNIVERSAL 24 $0.00 $0.00
122 IOSXE-CTRL-MODE IOS XE SD-WAN BOOT UP MODE FOR UNIFIED IMAGE
24 $0.00 $0.00
123 TE-EMBED-WANI Cisco ThousandEyes WAN Insights Embedde 24 $0.00 $0.00 124 SDWAN-UMB-ADV Cisco Umbrella for DNA Advantage 24 $0.00 $0.00 125 SDWAN-CLOUD-PF Cisco SDWAN Cloud Deployment Option 24 $0.00 $0.00 126 C82L-1N-4T-PF C8200L-1N-4T Platform Selection for DNA Subscription 24 $0.00 $0.00 127 IOSXE-CTRL-MODEPF
IOS XE SD-WAN BOOT UP MODE FOR UNIFIED
IMAGE -DEPLOYMENT OPT
24 $0.00 $0.00
128 NIM-4FXO 4-PORT NETWORK INTERFACE MODULE - FXO
(UNIVERSAL)
24 $470.00 $11,280.00
129 DNA-C-T0-A-5Y CISCO DNA ADVANTAGE CLOUD LIC 5Y - UPTO 25M (AGGR, 50M)
24 $2,228.00 $53,472.00
130 DSTACK-T0-A CISCO DNA ADVANTAGESTACK - UPTO 25M
(AGGR, 50M)
24 $0.00 $0.00
131 NWSTACK-T0-A CISCO NETWORK ADVANTAGESTACK - UPTO 25M (AGGR, 50M)
24 $0.00 $0.00
132 SVS-CDNA-ADV Embedded Support for SW - Tiered DNA Advantage Cloud
24 $0.00 $0.00
133 SSP-CDCS-B Controller Provisioning for CDCS Service 24 $0.00 $0.00 134 MEM-C8200L-8GB Cisco Catalyst 8200L Edge 8GB memory 24 $470.00 $11,280.00 135 C8200-PIM-BLANK Cisco Catalyst 8200 Edge PIM Blank 24 $0.00 $0.00 Subtotal: $139,128.00
10/12 #648785 v1 January 28, 2025
Quote Information
Cisco Enterprise Phone
System Replacement - 5 Year
- Local
Quote #: 648785
Creation: 01/28/2025
Expiration: 02/27/2025
Bill To:
Main
201 S. Anaheim Blvd
Anaheim, CA 92805
Accounts Payable
(714) 765-5141
[email protected]
Ship To:
Main
200 S. Anaheim Blvd
Anaheim, CA 92805-3880
Lorri Watson
(714) 765-5141
[email protected]
Prepared By:
Karla Delacruz
(949) 419-8354
[email protected]
e360
1855 Gateway Blvd, Ste 730
Concord, CA 94520
Summary
WebEx Calling Subscription $799,441.00
Phones $424,310.00
City Hall $82,956.00
PD $46,847.00
Remote Sites $139,128.00
Subtotal: $1,492,682.00
Estimated Tax: $41,181.93
Total: $1,533,863.93
11/12 #648785 v1 January 28, 2025
Agreement
Terms and Conditions
This quote is valid for 30 days
All freight, handling charges and taxes will be added to the final invoice.
Payment Terms
Invoices are due and payable Net 30 days of invoice date. Invoices paid after that time will be subject to a 1.5% per month finance charge.
Return and Warranty Policies
All hardware products that are supplied by e360 are returnable for up to fifteen days from delivery for a full refund, as long as products have not been opened. Should client open any products within this period, they will be subject to all open box policies of the manufacturer. This could mean full refund, restocking fee or no return, depending on the manufacturer. Licensing is not returnable unless authorized in advance by the manufacturer. Dead on arrival (DOA) and defective returns are valid only for exchange. Beyond twenty-five days from the date of sale, you must contact the manufacturer directly to initiate a warranty claim.
You must have the original boxes, documentation, accessories and packing materials for all returns. Incompatible is not defective. e360 will test all DOA/Defective returns. Any product deemed not defective or DOA will be returned to customers at their expense.
All returns are subject to manufacturer specific return guidelines, which may deviate from e360's standard return policy. All returns require a valid RMA#. The product must be shipped in order to arrive at e360 within 15 days from the invoice date.
Signature
____________________________________________
Signature
____________________________________________
Date
12/12 #648785 v1 January 28, 2025
EXHIBIT C
CISCO ENTERPRISE AGREEMENT
[TO BE ATTACHED BEHIND THIS PAGE]
19 Cisco Confidential
1 © 2024Ciscoand/orits affiliates.Allrightsreserved. This documentisCiscoConfidential Information. March 10, 2024 Cisco Enterprise Agreement Program Terms -
End Users
These Cisco Enterprise Agreement Program Terms – End Users (“EA Program Terms”) are Supplemental Terms to the General Terms and apply when You Order Cisco Offers through the Cisco Enterprise Agreement (the “EA Program”). Capitalized terms, unless defined in this document, have the meaning in the General Terms.
1. Program Overview
1.1 EA Program. The EA Program provides You access to certain Software, Cloud Services and Services offered as Suites and Add-Ons.
1.2 Applicable Terms. These EA Program Terms together with the applicable Enrollment Descriptions and End User Information Form (“EUIF”) govern the EA Program and supplement the End User Terms that govern Your Use of the Suites and Add-Ons purchased under the EA Program (“Purchased Suites”). These EA Program Terms must be signed and will be effective the earlier of (a) You placing Your initial EA Order with an Approved Source, or (b) the date of signature of these EA Program Terms.
2 Purchases and Adjustments
2.1 Ordering. All purchases under the EA Program will be made through Your Approved Source and all pricing will be provided by Your Approved Source. You may purchase Suites under the EA Program after Cisco has received the EUIF signed by Your authorized representative listing (a) Your Participating Affiliates; (b) the Purchased Suites; (c) the Suite Term; and (d) accurate Meter counts for You and all Participating Affiliates. You can then place an Order for the Purchased Suites according to the process set forth in Your purchasing agreement with the Approved Source. Your first Order under the EA Program must meet the minimum requirements for the EA Program (“Initial EA Order”). You may purchase Suites or Add-ons after Your initial purchase in an Enrollment only through the Approved Source that sold the initial Suite within that Enrollment.
2.2 Subsequent Purchases. You may purchase additional Suites and Add-Ons by submitting a new EUIF and Order to the Approved Source. Provided there is at least 12 months remaining in the EA Term, Suites and Add-Ons purchased after Your Initial EA Order will be governed by these EA Program Terms and, by default, co-terminate with the purchases in the Initial EA Order.
2.3 Separate Purchases. The following scenarios must be covered under a new EA Program purchase subject to Cisco’s then-current Enterprise Agreement Program Terms for End Users or through a separate license purchase: (i) Suites and Add-Ons purchased with less than 12 months remaining in the EA Term, (ii) Suites and Add-Ons purchased after Your Initial EA Order which You choose not to co-terminate with the Initial EA Order, or (iii) Embedded Software delivered within the last 12 months of or after the end of the EA Term.
2.4 Services. Basic Services are included in the price of the Purchased Suite and described in the applicable Enrollment Description and End User Terms. Higher levels of Services may be available for You to purchase as described in documentation provided to You at the time of purchase.
2.5 Payment Obligations and Growth. The Approved Source relies on the information You provide in the EUIF to establish the EA Commitment. During the Suite Term, Your EA Commitment may increase as a result of increases in Use or Your purchase of additional Suites or Add-Ons.
Cisco Confidential
2 © 2024Ciscoand/orits affiliates.Allrightsreserved. This documentisCiscoConfidential Information. March 10, 2024 (a) True Forward. “True Forward” is Cisco’s periodic review and prospective billing process for increases in Use above Your then-current Entitlement. Cisco will conduct a True Forward review at the annual anniversary of the Initial EA Order. At a True Forward review, if Your Use is greater than Your then-current Entitlement for the measured Purchased Suite, then (i) You will be invoiced and will pay for all charges for such increased Use for the remainder of the Suite Term, and (ii) Your Entitlement for that Purchased Suite will be adjusted on a goingforward basis to the increased Use level. (1) Initial Growth Cap. If Your Use of the Purchased Suite at any time during the first six months of the Suite Term exceeds 105% of Your initial Entitlement (“Initial Growth Cap”), then Cisco has the right to (1) issue to Your Approved Source(s) a True Forward invoice for all associated charges for such increased Use over the applicable Entitlement for the remainder of the Suite Term, after accounting for any applicable Growth Allowance; and (2) adjust Your Entitlement for that Suite or Add-On on a going-forward basis to the increased Use level.
(2) Growth Allowance. Certain Suites (as specified in the Enrollment Descriptions) are eligible for a set amount of free growth (“Growth Allowance”) after the first six months of the Suite Term. For eligible Suites, at the time of Your next True Forward invoice, Cisco will charge Your Approved Source for increased Use above Your initial Entitlement (which may have already increased up to 105% during the first six months) less any specified Growth Allowance.
2.6 Value Shift. Value Shift is only available for certain Suites. If You purchase a Suite that is eligible for value shift (as specified in the Enrollment Descriptions), then during a True Forward review, the residual value of any purchased but unused licenses in the applicable Purchased Suite will automatically be applied to offset fees for increased Use of other licenses within the same Suite.
2.7 Price Predictability. True Forward charges will be based on not-to-exceed pricing as provided to You by Your Approved Source. The pricing and discount terms for specific Suites and Add-Ons apply only to the Approved Source from whom You purchased such Suites and Add-Ons.
2.8 Responsibility for Affiliates. Your payment obligation will be based on the EA Commitment by You and any Participating Affiliates. You remain responsible for all actions and omissions and payment of all charges incurred by You, any of Your Participating Affiliates, or any other Authorized Users. In addition, You will provide Your Approved Source with an updated list of Participating Affiliates to ensure compliance with the EA Program.
3 Term and Termination
3.1 EA Term. These EA Program Terms will remain in effect until expiration or termination of all the Suites and Add-Ons purchased in Your Initial EA Order (“EA Term”).
3.2 Suite Term. The Suite Term for each Purchased Suite will commence on the Suite Start Date and last for the period set forth in the EUIF, or as specified in the order with the Approved Source, unless terminated in accordance with section 3.3 below.
3.3 Termination.
(a) Either party may terminate these EA Program Terms or a Purchased Suite if the other party materially breaches the Applicable Terms and that party does not cure the breach within 30 days of written notice of the breach. If You materially breach the Applicable Terms (including for non-payment of undisputed fees to the Approved Source), Cisco may suspend Your access to the EA Program (including Use of specific Suites or Add-Ons, or resources such as the Cisco EA Tool) after providing You notice and an opportunity to cure as set forth in this section. (b) Other than as provided in this section 3 and to the extent permitted by law, these EA Program Cisco Confidential
3 © 2024Ciscoand/orits affiliates.Allrightsreserved. This documentisCiscoConfidential Information. March 10, 2024 Terms and any Orders accepted under these EA Program are non-cancellable and may not be terminated.
3.4 Consequences of Termination or Expiration of a Suite Term. (a) Upon expiration of the Suite Term or termination pursuant to Section 3.3(a), all rights to Use the affected Suites and Add-Ons, and the Cisco EA Tool and resources available as part of the Suites and Add-Ons, will terminate.
(b) If You terminate for Cisco’s uncured material breach of these EA Program Terms, Cisco will provide a refund to the Approved Source for the remaining pro rata portion of amounts prepaid to Cisco for the terminated Purchased Suites and attributable to the period after termination.
(c) If Cisco terminates for Your uncured material breach, You will pay Your Approved Source all unpaid fees through the end of the then-current Suite Term for all Purchased Suites terminated.
4 Delivery, Tax, and Customs
4.1 Delivery. Cisco will make electronically delivered Software available to You and Your Affiliates in the transaction country of record and You are responsible for distributing such Software across Your organization. Software delivered on newly purchased Cisco hardware (“Hardware”) will be made available to You and Your Affiliates at the address provided with the purchase order for the Hardware. For purchases of Hardware You must use the EA Tool during the setup of Your Cisco Enterprise Agreement.
4.2 Embedded Software. During the Suite Term, for Purchased Suites that include Embedded Software, the value of Embedded Software may be deducted from the purchase price of the related Hardware from Cisco to Your Approved Source. If You are required to pay an importation fee, Your jurisdiction may use the value of both the Hardware and Embedded Software to calculate the importation fee and related duties. Accordingly, the Importation Fee on the value of the combined products may be higher than if calculated solely using the price of the Hardware. 5 Interpretation
5.1 Order of Precedence. If there is a conflict between these EA Program Terms, EUIF, Enrollment Description, and the End User Terms, the order of precedence for any Purchased Suite is: the EUIF, the Enrollment Description, these EA Program Terms, and then the End User Terms.
5.2 Assignment & Transfer. Neither these EA Program Terms, nor any right or obligation herein may be assigned or transferred by a party (including under Cisco’s Software Transfer and Relicensing Policy) without the other party’s prior written consent, which may not be unreasonably conditioned, withheld, or delayed. However, to continue providing You with the benefits of the EA Program, Cisco may assign or transfer its obligations (in whole or in part) upon written notice to You in the event of an acquisition of business assets to which these EA Program Terms relate. When validly assigned or transferred, these EA Program Terms will bind and inure to the benefit of the parties and their successors and assigns.
5.3 Entire Agreement. These EA Program Terms together with the applicable Enrollment Descriptions, End User Terms, and EUIF constitute the entire agreement between the parties concerning the purchase of Cisco Technology and Services under the EA Program and supersede all prior oral or written communications between the parties.
Cisco Confidential
4 © 2024Ciscoand/orits affiliates.Allrightsreserved. This documentisCiscoConfidential Information. March 10, 2024 6 Definitions
Term Meaning
Add-On An optional Software, Cloud Services, and Services offering that is available as an additional add-on purchase to an underlying Suite, as described in the Buying Program Offer Descriptions.
Applicable Terms The EA Program Terms, Enrollment Descriptions, EUIF and End User Terms, as described in Section 1.2.
Cisco EA Tool The applicable platform, website, tool, or portal that Cisco makes available to You under the EA Program from time to time to enable You to: (i) view and manage Your Entitlement and Use of the Suites and Add-Ons; and (ii) access information about the EA Program.
EA Commitment The initial Entitlement under Your Initial EA Order, (ii) additional Entitlements associated with subsequent purchases of Suites and Add-Ons, and (iii) increases in Use.
Embedded Software Software that is delivered on newly purchased Hardware.
End User Terms As specified in the Enrollment Descriptions:
(i) For Cisco Software and Cloud Services, the General Terms (including applicable Offer Descriptions), or equivalent written agreement between You and Cisco for accessing and using Software and Cloud Services; and (ii) For Services, the applicable Service Descriptions.
Enrollment A standardized grouping of Suites and optional Add-Ons. Cisco DNA, Cisco Data Center, Cisco Security Choice, Cisco Meraki, Cisco Services, and Cisco Collaboration Flex Plan each represent an Enrollment Enrollment
Description
The description of EA Program features applicable to the Software, Cloud Services and Services in an Enrollment.
Entitlement The type, duration, and quantity of Suites and Add-Ons that You have committed to acquire, as adjusted (e.g., as a result of a True Forward).
EUIF The End User Information Form for the Purchased Suite.
Meter The unit of measurement for Use of the Suites and Add-Ons. The applicable Meters are set forth in the Enrollment Descriptions.
Participating Affiliates Your Affiliates whose Meter counts are included on the EUIF.
Services Maintenance, technical assistance, or other support for the Software and Cloud Services in a Purchased Suite.
Suite A defined combination of Software, Cloud Services, and Services made available under the EA Program.
Suite Start Date With respect to each Purchased Suite, the earliest date any Software, Cloud Services and Services in the Purchased Suite is available for Your Use.
Use To download, install, activate, provision, enable, or otherwise access or have available Suites and Add-Ons under the EA Program.
You or Your The individual or legal entity purchasing the Software, Cloud Services, and Services under the EA Program, as identified in the EUIF.
5 © 2024Ciscoand/orits affiliates.Allrightsreserved. This documentisCiscoConfidential Information. March 10, 2024 Cisco Confidential
End User Information Form
For End Users of the Cisco Flex Plans
To purchase the Cisco Collaboration Flex Plan Enrollment or Cisco Spark Flex Plan under the Enterprise Agreement (“EA”) an authorized representative of the End User must complete this form in its entirety and sign it. Your signature is required on this form prior to receiving access to the EA Program.
This form will be used ensure that You understand the terms of use that apply to Your Flex Plan. You will then be required to place an Order for the Purchased Suite(s) according to the process set forth in Your purchasing agreement with the Approved Source.
End User Overview
End User Information
Full Legal Name of the End User Organization
(e.g., company, government entity __EC_ACCOUNT_NAME__
Address of End User’s principal place of
business
__EC_ADD_LN_1__
__EC_ADD_LN_2__
__EC_CTY_EC_PRV_EC_CNTRY_EC_ZIP__
Participating Affiliates
Cisco requires any Participating Affiliate(s) for which You are purchasing coverage to be included in this End User Information Form. Cisco relies on this list to define the scope of the agreement, ensure accurate pricing, as well as effective provisioning and support.
Participating Affiliate(s)
None
Only listed Participating Affiliates (to be recorded immediately below) Participating Affiliates
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Cisco Collaboration Flex Plan Enrollment
Your Suite(s) purchased under the Flex Plan
You will have access to the Software and/or Services in the Suite(s) you purchase, as identified in any Orders You place through Your Approved Source. Any additional purchases can be made by placing an Order for the Purchased Suites according to the process set forth in Your purchasing agreement with the Approved Source.
Cisco Collaboration Webex Suite Enterprise Agreement
Cisco Collaboration Webex Customer Experience Essentials Cisco Collaboration Flex Plan Meetings Enterprise Agreement Cisco Collaboration Flex Plan Calling Enterprise Agreement Cisco Collaboration Flex Plan for Education Meetings Enterprise Agreement Cisco Collaboration Flex Plan for Education Calling Enterprise Agreement Cisco Collaboration Flex Plan Enterprise Agreement for Public Sector Cisco Collaboration Webex for Government Webex Suite Enterprise Agreement Cisco Collaboration Flex Plan Enterprise Agreement - Webex for Government Cisco Collaboration Enterprise Agreement Webex for Defense End User Acceptance
THE UNDERSIGNED REPRESENTS THAT THEY ARE AUTHORIZED TO SIGN THIS FORM ON THE END USER’S BEHALF AND THAT THE INFORMATION PROVIDED IS ACCURATE AS OF THE DATE OF SIGNATURE. THE UNDERSIGNED UNDERSTANDS THAT THE TERMS AND CONDITIONS ABOVE WILL APPLY IF AN ORDER IS PLACED.
End User Organization
Full Legal Name of the End User Organization (e.g.,
company, government entity) You Represent
__EC_ACCOUNT_NAME__
Last Name, First Name __EC_LNAME_FNAME__
Title __EC_TITLE__
Date x___EUIF_DATE___
End User Authorized Representative Signature
x___EUIF_SIGN___
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Cisco Collaboration Flex Plan Enrollment
Description & Supplemental EA Program Terms
This Enrollment Description lists the available Suites under the Cisco Collaboration Flex Plan and additional terms and conditions that apply to the Cisco Collaboration Flex Plan Enrollment. You may purchase any or all of the Suites listed below, and for any particular Suite You purchase, You may select any or all of the available licenses listed.
Purchasing a particular Suite does not give You access to licenses in another Suite.
Suite Licenses License Type End User Terms Meter
Cisco Collaboration
Webex Suite
Webex Meetings Cloud Service Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Worker
Webex App Cloud Service
Webex Calling; or
Webex Calling Dedicated
Instance
Cloud Service
Cisco Unified Communications
Manager On-Premises Calling
Software
Webex Webinars Cloud Service
Webex Customer Experience
Essentials
Cloud Service
Webex Events (formerly
“Socio")
Cloud Service Cisco Webex Events
OD; General Terms
Suite Licenses License Type End User Terms Meter
Cisco Collaboration
Webex Customer
Experience Essentials
Webex Customer Experience
Essentials
Cloud Service Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Worker
Suite Licenses License Type End User Terms Meter
Cisco Collaboration Flex
Plan Meetings
Enterprise Agreement
Cisco Meeting Server Software Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Worker
Webex Meetings Cloud Service
Webex App Cloud Service
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Suite Licenses License Type End User Terms Meter
Cisco Collaboration
Flex Plan Calling
Enterprise
Agreement
Webex App Cloud Service Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Worker
Webex Calling or
Webex Calling Dedicated
Instance
Cloud Service
Webex Customer
Experience Essentials
Cloud Service
UCM Cloud Calling Cloud Service
Cisco Unified Partner Hosted
Communications
Manager Calling
Software
Cisco Unified Communications
Manager On-Premises Calling
Software
Suite Licenses License Type End User Terms Meter
Cisco
Collaboration
Flex Plan for
Education
Meetings
Enterprise
Agreement
Cisco Meeting Server Software Cisco
Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Worker;
Student
Webex Meetings Cloud Service
Webex App Cloud Service
Suite Licenses License Type End User Terms Meter
Cisco
Collaboration
Flex Plan for
Education Calling
Enterprise
Agreement
Webex Calling Cloud Service Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Cisco Unified Communications Worker
Manager On-Premises Calling
Software
Suite Licenses License Type End User Terms Meter
Cisco
Collaboration
Flex Plan
Enterprise
Agreement for
Public Sector
Webex Meetings - Webex for
Government
Cloud Service Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Worker
Cisco Unified
Communications Manager
Cloud for Government
Calling
Cloud Service
Suite Licenses License Type End User Terms Meter
Cisco Collaboration
Flex Plan Enterprise
Agreement - Webex
Webex Meetings - Webex for
Government
Cloud Service Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Worker
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for Government Webex Calling - Webex for
Government
Cloud Service
Cisco Unified Communications
Manager Cloud for
Government Calling
Cloud Service
Cisco Unified Communications
Manager On-Premises Calling
Software
Webex App - Webex for
Government
Cloud Service
Webex Webinars - Webex for
Government
Cloud Service
Suite Licenses License Type End User Terms Meter
Cisco Collaboration
Webex for Government
Webex Suite Enterprise
Agreement
Webex Meetings - Webex for
Government
Cloud Service Cisco Collaboration
Flex Plan OD;
General Terms
Deployed
Knowledge
Webex Calling Worker - Webex for
Government
Cloud Service
Webex App - Webex for
Government
Cloud Service
Cisco Unified Communications
Manager Cloud for
Government
Cloud Service
Cisco Unified Communications
Manager On-Premises Calling
Software
Webex Webinars - Webex for
Government
Cloud Service
Suite Licenses License Type End User Terms Meter
Cisco Collaboration
Enterprise Agreement
Webex for Defense
Cisco Meeting Server Cloud Service Cisco Collaboration
Webex for Defense
OD; General Terms
Deployed
Knowledge
Worker
Cisco IL5 Hosted Unified
Communications Manager HCSD
Cloud Service
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Supplemental Terms and Conditions for
Collaboration Flex Plan Enrollment
Applicable Meters
The Meter for the Cisco Collaboration Flex Plan Enrollment is the number of Deployed Knowledge Workers. Your Orders through an Approved Source must reflect accurate Knowledge Worker counts for You and Your Participating Affiliates. Knowledge Worker count additions can be made through subsequent Orders. “Deployed Knowledge Worker” means a Knowledge Worker who has a profile configured within the Software or Cloud Service provisioning platform and associates that profile with a license as specified in the Offer Description i.e., the applicable desk phone, Jabber client, Webex App, mobile phone, video device, or personal computing device. You must assign each Knowledge Worker a cloud, on-premises, or hosted account to be treated as a single Deployed Knowledge Worker. A Knowledge Worker who is assigned more than one configuration (cloud, onpremises, or hosted) will be counted as multiple Deployed Knowledge Workers. Changing a Knowledge Worker’s configuration to a new deployment model may result in an increased price, with any applicable fees being assessed at the time the new account is configured or subject to a True Forward as specified below. “Knowledge Worker” means an employee or contractor who utilizes devices capable of running the Software, Cloud Services, or related browser plug-ins as part of their job duties. “Student” means an individual who is currently enrolled or registered at Your institution for academic study on a full- or part-time basis. Employees, contractors, alumni, former students, prospective students, and students on an extended leave or indefinite absence are not considered Students. You will be required to provide a Student count when you place an Order through an Approved Source.
Access to Purchased Suites
The Cisco Collaboration Flex Plan Enrollment does not utilize the EA Workspace. Subject to Your payment of the applicable fees to the Approved Source, Cisco will grant You and all Participating Affiliates access to the Purchased Suites via automated integrated electronic delivery tools and email notification to the point of contact designated in the Order.
Purchasing Additional Suites
During the Suite Term, You may purchase an additional Cisco Collaboration Flex Plan Suite by placing an Order according to the process set forth in Your purchasing agreement with the Approved Source.
Included Entitlements & Option for Add-On Purchases
Some entitlements (e.g., Common Area, Device Registration, Webex Events) may be included in Your Enterprise Agreement at fixed quantities as either recurring or one-time allotments. Details of these included entitlements can be found in the respective data sheets. If additional quantities are needed for those entitlements, purchase is required. The respective data sheets also describe optional add-on features and benefits that are not necessarily included in a particular entitlement but may be purchased separately (e.g., Speechview, Real-Time Translation).
Term and Termination
At the end of the Suite Term, the Purchased Suite will automatically renew (a “Renewal Suite Term”) unless: (a) You elect on the Order not to auto-renew; or (b) at least 45 days before the end of then-current Suite Term, You notify the Approved Source or Cisco of Your intention not to renew the Purchased Suite. If You notify only the Approved Source, the Approved Source must in turn notify Cisco within 30 Days of this intent. If the Growth 11 © 2024Ciscoand/orits affiliates.Allrightsreserved. This documentisCiscoConfidential Information. March 10, 2024 Cisco Confidential
Allowance has not been exceeded, the Purchased Suite will renew for the Knowledge Worker count as previously ordered. If the Growth Allowance has been exceeded, the Purchased Suite will renew the current plus incremental Deployed Knowledge Worker count for the remainder of the Suite Term.
Notwithstanding the foregoing, the Approved Source will notify You of any fee changes reasonably in advance of the Renewal Term. The new fees will apply for the upcoming Renewal Term unless You notify the Approved Source that You do not accept the fee changes before the next Suite Start Date.
Downturn for Cisco Collaboration Webex Suite
“Downturn” only applies to Cisco Collaboration Webex Suite that includes Cisco Webex Calling (A-FLEX-EA-SUITE) and is not applicable to other Suites in Your Enrollment (e.g., Cisco Collaboration Webex Customer Experience Essentials, Webex Suite including On-Premises Unified Communications Manager Calling or Webex Suite for FedRAMP).
“Downturn” is defined as an event such as a corporate divestiture, merger, acquisition, or significant restructuring or reorganization of Your business that causes a reduction of Your Knowledge Workers by 20% or more.
After the first 12 months of the Suite Term, upon proof of an applicable event, You have the ability to reduce Your Knowledge Worker quantity for the Cisco Collaboration Webex Suite Enrollment by up to 20% of Your then-current Entitlement, if such reduction is: a) attributed to Downturn; and, b) does not cause Your Knowledge Worker quantity to fall below the minimum requirement of 250 Knowledge Workers. You may request only one Downturn reduction for the Collaboration Webex Suite during the Suite Term. If You reduce Your Knowledge Worker quantity for the Cisco Collaboration Webex Suite due to Downturn, You may be required to provide Cisco with a revised order. No refunds or credits will be provided for any services that have been delivered and/or invoiced.
Collab Flex True Forward Provision
(a) This provision describes the True Forward operation for Collaboration Flex Plan Enrollment only and supplements the EA Program Term True Forward provision above (Section 2(d)(i)). In the event of any inconsistency between the EA Program Term True Forward provision and this provision, this provision controls.
(b) Cisco performs a True Forward for the Purchased Suites on each anniversary of the True Forward Effective Date. The “True Forward Effective Date” is date on which you first enroll in Program Terms with a True Forward provision. On the last day of the 11th lifecycle month, if You have exceeded the initial Entitlement plus Growth Allowance, the Approved Source will charge You for the Consumption above the initial Entitlement plus Growth Allowance through the remainder of the Suite Term. On each subsequent last day of the 11th lifecycle month of the Suite Term, the Approved Source will check for any Consumption above the previous year’s Entitlement plus Growth Allowance and charge for additional consumption on the True Forward Anniversary Date and through the remainder of the Suite Term. (c) True Forwards can also occur if the peak number of Deployed Knowledge Workers exceeds five times (5x) Your then-current EA Entitlement plus Growth Allowance at any time. In this case, the Entitlement is subject to an immediate reset such that it would charge You for the Consumption above the Entitlement plus Growth Allowance through the remainder of the Term.
(d) Your True Forward payment obligation for each Purchased Suite will be calculated by comparing Your Consumption of Software and Cloud Services to Your Entitlement plus Growth Allowance for the previous year. Any payment owed to the Approved Source will be determined as follows and reflected in the True Forward order: the unit price less any applicable discount or incentives multiplied by the quantity by which You exceeded Your then-current Entitlement. The price used to calculate any True Forward fees will be established when You place the Order for each Purchased Suite. (e) If the Entitlement plus any applicable Growth Allowance is exceeded in the final year of the Suite Term as measured on the last day of the 11th lifecycle month, Cisco may charge a fee. 12 © 2024Ciscoand/orits affiliates.Allrightsreserved. This documentisCiscoConfidential Information. March 10, 2024 Cisco Confidential
Growth Allowance
This provision discusses Growth Allowance for Collaboration Flex Plan Enrollment and supplements the EA Program Term Growth Allowance provision above (Section 2.5(a)(2)).
For Cisco Collaboration Flex Plan:
The Growth Allowance for the Cisco Collaboration Flex Plan is 20%. During the Suite Term, You may Use up to 120% of the initial Entitlement without incurring any additional charges. The True Forward is calculated once You exceed the Growth Allowance. For clarity, if You exceed the initial Entitlement but do not exceed the Growth Allowance, You will not incur any True Forward charges.
For Cisco Collaboration Webex Suite and Cisco Collaboration Webex Customer Experience Essentials:
The Growth Allowance for each of the Cisco Collaboration Webex Suite and Cisco Collaboration Webex Customer Experience Essentials is 15%. During the Suite Term, You may Use up to 115% of the initial Entitlement without incurring any additional charges. The True Forward is calculated once You exceed the Growth Allowance. For clarity, if You exceed the initial Entitlement but do not exceed the Growth Allowance, You will not incur any True Forward charges.
Value Shift
Value shift is not available for Purchased Suites under the Cisco Collaboration Flex Plan.
Support Services
The basic Support Services are set forth in the applicable Offer Description.
EXHIBIT D
REQUEST FOR PROPOSAL #106-FIN-05-20-2024
ENTERPRISE PHONE REPLACEMENT
[TO BE ATTACHED BEHIND THIS PAGE]
20 Request for Proposal
#106-FIN-05-20-2024
Enterprise Phone System Replacement
May 20, 2024
Questions Due: June 7, 2004, at 4:00 P.M.
Proposals Due: July18, 2024, at 4:00 P.M.
Submit bid questions online at:
http://anaheim.net/vendorportal
City of Anaheim
Finance Department
200 South Anaheim Boulevard #643
Anaheim, California 92805
Bid Contact:
Information Services
[email protected]
2 Contents
1. Purpose of the Request for Proposal....................................................................................................... 3
2. Background .............................................................................................................................................. 3
3. Scope of Work.......................................................................................................................................... 5
4. General Requirements............................................................................................................................. 7
5. Proposal Schedule.................................................................................................................................... 7
6. Evaluation Factors for Award................................................................................................................... 8
7. Submission of Proposal............................................................................................................................ 9
8. Responding to Requirements................................................................................................................. 14
9. Questions and Communications............................................................................................................ 15
10. General Terms and Conditions............................................................................................................. 16 Appendix I – Standard Insurance Language................................................................................................ 21 Appendix II – Standard Indemnification Provision...................................................................................... 23 Appendix III – Non-Collusion Affidavit........................................................................................................ 24 Appendix IV – Enterprise Phone System Requirements............................................................................. 25 Appendix V – Pricing Summary................................................................................................................... 26 Appendix VI – References........................................................................................................................... 27 3 1. Purpose of the Request for Proposal
The City of Anaheim’s Finance Department (City) is soliciting proposals from experienced and qualified unified communication solution providers to replace our existing phone system with a new Voice Over Internet Protocol (VoIP) solution. The City requests that proposals include labor, materials, equipment, software/licensing, support, training, installation/configuration, maintenance and project management necessary to implement a hosted/cloud-based solution.
2. Background
Anaheim is a full-service city supporting more than 359,000 residents, 24,000 businesses and 25 million annual visitors. The city provides public safety through the Anaheim Police Department and Anaheim Fire & Rescue, water and power service through Anaheim Public Utilities, parks, community centers, family services and libraries through Anaheim Community Services, neighborhood and transportation improvements through Anaheim Public Works and community revitalization through Community & Economic Development. Anaheim is a modern, diverse city with a proud history dating back to its 1857 founding. Anaheim is known worldwide as the home of the Disneyland Resort, including Walt Disney’s original Disneyland Park, as well as Angel Stadium of Anaheim and Angels Baseball, Honda Center and the Anaheim Ducks, and the Anaheim Convention Center, the largest on the West Coast.
The City’s current PBX phone system was first installed in 2001. The City has also added a VoIP system with limited capacity in multiple locations. Our current hybrid system of legacy Nortel CS 1000 and Avaya has reached the end of life and requires replacement. The system is currently supported by the City’s IT managed services provider, SAIC, and telephone support vendor, Integrated Technology.
The decision to issue an RFP was made to allow the City to evaluate current telecommunication systems in the market, so that the City can find the system that best fits its needs. Those findings formed the basis for the RFP requirements. This RFP is not a reflection of the performance of the current vendors.
There are 67 sites throughout the City involved in the upgrade. These include City Hall, Anaheim West Tower, Parks, Community Centers, 7 Libraries, 11 Fire Stations, 5 Police Stations, 13 Electrical Utility Substations, 9 Water Utility Pump Stations, and 3 Public Works locations, along with numerous other sites. There are also two sites outside of city limits: Fullerton Airport for the APD Helipad and Orange County’s North Justice Center in Fullerton, CA which houses City Attorney staff.
Note: high level network and other relevant information will be made available to the selected vendor during the process.
The current system has the following:
1. 3,010 phone Direct Inward Dialing lines:
a. Most users have a direct line and an extension
4 b. Some numbers are main department lines and ring on multiple phones c. Some numbers have not been used or assigned to user but are forwarded to other numbers with assigned numbers/phones
2. 2,100 phones including:
a. 1,930 Desk phones
b. 80 Conference phones
c. 50 Receptionist phones with side car (able to see all Busy Lamp Field (BLF) at once) d. 20 wireless phones (used outdoors such as on soccer fields, parks) e. 400 analog ports (alarms, fax, elevators, etc.)
Note: these numbers are estimated and may vary.
Description of Wide Area Network
City’s network infrastructure spans a large geographic area, connecting multiple data centers and facilitating communication and data transfer between them. In this scenario, we have four data centers and one disaster recovery data center with various network connections.
• Leased/Owned Fiber lines are dedicated point-to-point connections that offer high-speed and reliable connectivity between data centers and city facilities.
• MPLS (Multiprotocol Label Switching): MPLS is a widely adopted protocol that enables efficient data transmission across a WAN. It establishes virtual private networks (VPNs) over shared infrastructure, providing secure and reliable connections between data centers. MPLS networks prioritize traffic and offer quality of service (QoS) features for better performance. • Virtual Private Networks (VPNs): VPNs utilize encryption and tunneling protocols to create secure connections over the public internet.
• Internet-based Connectivity: Utilizing internet-based connections is a cost-effective solution for connecting data centers in a WAN.
5 3. Scope of Work
The selected vendor will design and implement VoIP solution for the City. The solution will include the following:
Implement a scalable and reliable VoIP phone system on a single manufacturer’s technology platform that supports the organization's communication requirements:
• Secure – the system will meet security and compliance requirements • Reliable – no single point of failure and allow for outbound/inbound calls in the event the data network is down. System should meet 99.99% uptime standards for reliability • Scalable – able to meet the City’s evolving communication needs • Survivability – for 24 primary site locations with seamless failover • e911 Compliant with Federal Law for emergency dialing • Allows us to keep our own circuits and Direct Inward Dialing (DID) Project Plan and Deliverables
The comprehensive project plan including the following items is requested but the provider should develop a project plan that fits best the City’s circumstances and requirements based on its proposed solution and best implementation practices.
a. Planning:
i. Conduct a thorough assessment of current telephony infrastructure, including phone lines, network capabilities, and hardware requirements.
ii. Conduct a thorough assessment of current environment and provide recommendations for eliminating any obsolete or unnecessary analog devices and retiring unneeded Primary Rate Interfaces (PRIs)
iii. Define project goals, objectives, and success criteria. iv. Develop a detailed project plan and timeline, including key milestones and dependencies. v. Identify and engage relevant stakeholders, including IT personnel, department heads, and end-users.
b. Design and Configuration:
i. Design the VoIP architecture, including call routing, numbering plans, and network requirements, for all City facility sites.
ii. City to review and approve VoIP architecture Design. iii. City to procure necessary hardware and software components required for the VoIP phone system upgrade.
iv. City to review and approve recommendation of removal of analog devices and PRI’s. v. Configure and deploy VoIP servers, gateways, and session border controllers (SBCs) as per the design.
vi. Work with the existing network services vendor to integrate the VoIP system with existing infrastructure, including network switches, routers, and firewalls. vii. Define user roles, permissions, and call handling features in accordance with organizational requirements.
6 viii. Conduct thorough testing and quality assurance procedures to ensure system functionality and interoperability.
c. Implementation:
i. Install and provision VoIP phones at each user workstation and designated locations. ii. Migrate existing phone numbers to the new VoIP system and ensure call routing consistency.
iii. Configure voicemail, call forwarding, and other call management features as required. iv. Coordinate with telecom service providers to ensure proper connectivity and porting of phone numbers.
v. Removes and store all legacy phone equipment.
d. Testing and Acceptance:
i. Perform rigorous testing of the VoIP system's features, functionality, and call quality. ii. Perform a DR test demonstrating system’s resiliency and failover/rollback from the primary call manager.
iii. Conduct user acceptance testing (UAT) to validate system performance and usability. iv. Address and resolve any identified issues or bugs during the testing phase. v. Obtain sign-off from key stakeholders, confirming their satisfaction with the implemented VoIP solution.
e. Deployment and Training:
i. Develop a comprehensive deployment plan to roll out the VoIP system across all departments and locations.
iii. Conduct comprehensive user training sessions to familiarize employees with the new system.
iv. Provide system admin training sessions.
v. Document detailed system design, configurations, user guides, and troubleshooting procedures for future reference.
Project Management
A dedicated project manager will be assigned to oversee the entire implementation process and serve as the primary point of contact. The project manager will be responsible for delivering and maintaining a schedule in Microsoft Project, or similar software, depicting the activities and tasks described in the RFP, milestones and interdependencies associated with the activities and phases.
Regular progress updates and communication channels will be established to keep stakeholders informed about project status, issues, and risks. The city reserves the right to approve assignment of any changes to the Project Manager and Implementation team.
Hardware and Phone Equipment
The City is interested in new (not leased nor refurbished) IP Phones/Headsets. The city is considering mainly four phone hardware tiers for users with optional key expansion modules and headset. Special hardware optionssuch as wireless setsfor highly mobile in-campus workers are welcome to be included. 7 Tier Target Example
Advanced phone Phone centric users
Managers and executives
Enhanced IP phones with advanced features
typically come with larger high resolution color
touch screens. It might include a built-in camera
and support for video calls.
Standard IP
Phone
Most of standard users Standard IP phones with standard features typically come with medium size screen.
Basic Courtesy
phone
Courteous Phone
Seasonal positions
Shared Spaces
Basic IP phones typically provide essential call
features such as making and receiving calls, call
hold, call transfer, and call waiting.
Conference
Phone
Conference rooms Small or large in-person audience
4. General Requirements
The city desires a turnkey, cloud hosted VoIP phone solution. It is anticipated that the City’s IT staff will assume administration and first line support for the unified communications environment once the project is fully implemented. The new phone system will be reliable, stable, and easy to scale to meet the City’s evolving communication needs. The system will meet the security and compliance requirements as well as provide the desired features listed in the RFP.
Vendors should prepare their proposals based on addressing the business functions that are listed herein Appendix IV. The City reserves the right to negotiate changes (including additions and deletions) to this list of functionalities as the scope and requirements of the project evolve.
The selected vendor is responsible for providing all necessary hardware and equipment for the project. The proposal must include a detailed Pricing spreadsheet located in Appendix V. The completed spreadsheet will clearly indicate costs associated with the hardware and equipment. The pricing shall be comprehensive, inclusive of all associated fees, taxes, shipping, and handling charges.
5. Proposal Schedule
The following defines the estimated timeline for the selection of a vendor. The City, at its sole discretion, reserves the right to modify or reschedule procurement milestones as necessary.
Activity Date
Release of Request for Proposal May 20, 2024
Vendor Questions – Final Submittal Deadline June 7, 2004 Vendor Questions – Answers Returned and Posted June 27, 2024 Proposals Due July 18, 2024
Finalist Presentations (if required) August 12 to August 29, 2024 Contract Negotiation September/October 2024
Anticipated Final Selection October 2024
Implementation Kickoff November 2024
Implementation Complete November 2025
8 6. Evaluation Factors for Award
An evaluation committee will be established by the City that will judge proposals based on a fair, impartial, and competitive selection process. Evaluation will not be limited to price alone.
Additional questions may be asked of Proposers and interviews may be conducted. Proposers will be notified of any additional required information or interviews after the written proposals have been evaluated.
The City shall not be obligated to accept the lowest priced proposal, but award will be made to the Proposer offering the most advantageous proposal after consideration of all selection criteria. To determine the qualifications of the Proposer, the City will weigh any evidence that the Proposer has performed satisfactorily other contracts of like nature, magnitude and comparable difficulty and comparable rates of progress. In selecting the Successful Proposer, consideration will be given not only to the financial standing but also to the general competency of the Proposer for the performance of the work covered and/or specified in the RFP documents.
The evaluation committee reserves the right to contact and evaluate the Proposer's and (if applicable) subcontractor's references; contact any Proposer to clarify any response; contact any current users of a Proposer’s services; solicit information from any available source concerning any aspect of a proposal; and seek and review any other information deemed pertinent to the evaluation process.
Oral interviews or on-site demonstrations may, at the City's sole option, be conducted with responsive Proposers who submit proposals determined with the most qualified respondents based on the evaluation criteria.
Discussions may be for the purpose of clarification to assure full understanding of, and responsiveness to, the solicitation requirements.
The City reserves the right to select a vendor based solely on the information submitted in the proposal and to make a contract award without any further discussion with the vendors regarding the responses received.
Therefore, responses should be submitted initially on the most favorable terms available to the City from a price, contractual terms and conditions, and technical standpoint.
A notification of intent to award may be sent to any Proposer selected. Award is contingent upon the successful negotiation of final contract terms and the approval of the Anaheim City Council. Negotiations shall be confidential and not subject to disclosure to competing Proposers unless an agreement is reached. If contract negotiations cannot be concluded successfully, the City may negotiate a contract with another Proposer or withdraw the RFP. In the event the City Council does not approve the recommendation to award, the RFP may be cancelled without any cost or obligation to the City. The recommended proposals and resulting Agreement will require approval by the City Council for award. The Proposer selected will enter into a written contract with the City.
Your proposal will be evaluated by the Selection Committee will include, but may not be limited to the following 9 criteria:
• Vendor background and experience implementing similar VoIP solutions for local government agencies • Customer references from U.S. based local government agencies with similar or larger size • Experience of proposed Project Manager and Technical Team • Ability to meet hardware and software requirements included in the RFP • Proposed project implementation plan
• Ability to install and begin active use of system on/before November 30, 2025 • Available training, support and technical documentation • Overall cost and value of the proposed solution
7. Submission of Proposal
All responses/proposals must be submitted electronically no later than 4:00 P.M. Pacific Standard Time, on July 18, 2024, via the City’s vendor portal website, located at http://anaheim.net/vendorportal. Proposals may not be uploaded after the stated time.
Proposal Response Format. In order to assist in the fair and equitable evaluation of all responses, vendors are being asked to adhere to the specific response format set forth below. Responses that deviate from the requested format may be classified as “non-responsive” at the discretion of the City and may be subject to disqualification. Marketing information will not be accepted in lieu of direct response to all requirements and questions.
Proposals should be organized in a bookmarked PDF document that includes the following sections and content:
Section Description
1. Executive Summary A letter of introduction signed by an authorized representative of the Firm that provides an executive summary of the Firm’s experience relevant to the scope of work described in this RFP (max 2 pages).
2. Experience & Background Provide a brief description of your firm’s past and present experience in providing the required services to a government entity similar in size to the City, including the unique ability your firm has that would meet the requirements of this RFP (max 2 pages).
3. Staff Qualifications Provide a list of the people assigned, including the Project Manager, who will directly work on this project. Include their resumes and qualifications.
4. Contract Performance Indicate if at any time during the past five years the vendor has had a contract terminated for convenience, non-performance, or any other reason, or has entered into legal action with a customer.
Describe the situation(s) including name and address of contracting party and circumstances.
5. Requirements Submit a completed version of the attached “Appendix IV – Enterprise Phone System Requirements.xlsx” spreadsheet as per the directions included in Section 8. Each Requirement should have a rating with clarifying comments as necessary.
10 6. Proposed Solution Provide a detailed description of the proposed VoIP solution, Identify key features and limitations, its ease of use, compatibility with current and future technology, that includes:
Functional Requirements: How will the proposed system meet the functional requirements detailed in Appendix IV
Hardware: Provide a detailed description of the recommended phone devices highlighting the ability to fulfill the City’s designated requirements.
Software: Provide a detailed description of the recommended software required and licensing structure.
Reporting Capabilities: Include a list of the canned and ad hoc reports typically employed by customers using a similar product.
Conditions/Assumptions: Provide any conditions and/or
assumptions necessary for the system to be fully operational. i.e.
Internet access, cell service, provisioned phones, soft phones, onpremise equipment, servers, routers, etc.
System reliability and uptime: Provide a detailed description of the hosted environment reliability and guaranteed up time.
Project Management: Describe your project management
approach for the implementation of the proposed solution within the desired implementation timeline. Include your approach for information/requirements gathering from the City, preferred project management tools, dedicated staff, and responsibilities.
Discuss the creation and management of the project plan, including a transition plan and all major milestones. Describe how you will keep the City updated on the progress of the projects and apprised of any issues, needs that arise during the project.
Installation Services: Provide a detailed description of the recommended installation procedures.
If subcontractors will be used, please include their company information including: Company Name, Company Address,
Primary Company Contact, along with a list of other jobs of similar scope you have completed with them as a primary installer.
Implementation Services: Including but not limited to
implementation of the cloud-based system, system configuration, user administration, report generation, testing, and training.
Describe how you plan to minimize system outages during working hours (8:00 to 5:00 Monday – Friday). Any planned use of subcontractors should be mentioned here and will be subject to City approval.
Maintenance: Indicate the estimated cost of annual maintenance per phone device and/or any costs associated with maintenance of 11 the system, along with a description of any warranty associated with the equipment proposed.
7. Technology Overview Provide an overview of the system technology and future strategic direction. Include the following in the overview:
1) Desktop platforms supported
2) Current application version and update frequency –
include service levels for uptime and issue resolution, and anticipated downtimes related to software
updates/releases
3) Security Administration and user set-up
4) Skillset required for administration of system.
5) Planned lifecycle for all recommended hardware
6) Known shortcomings of the products recommended
7) System Back-up, Redundancy, Disaster Recovery Services 8) Multiple Environments – number and types supported
and how they are utilized
8. Security Provide an overview of the security controls in place to ensure the system is secure and protected. Include the following in the overview:
1) Relevant security standards followed, best practice
guides, or third-party security certifications the proposed solution has achieved.
2) Description of security at various levels, including physical, network, host, data, privacy, application,
business process and enterprise organization levels.
3) Approach to transmission security and message
interception prevention, and proactive fraud mitigation.
9. Support and Maintenance Provide an overview of the support services and maintenance (of the solution platform) offered including but not limited to:
1) Ongoing Support: Detail the ongoing support services that will be provided to City after the initial training sessions, such as email, phone, or remote assistance.
Specify the channels through which support will be
accessible, as well as the hours of availability (e.g., during regular business hours or 24/7).
2) Maintenance and Updates: Describe the maintenance
services that will be provided for the Hosted VoIP Phone System, including proactive monitoring, software
updates and patches, and hardware maintenance.
Explain how these services will help ensure the longterm reliability and performance of the system. 3) Technical Support: Outline the technical support services that will be provided to the City, including response and resolution Times, and any service level agreements
(SLAs) in place. Explain how the vendor's support
services align with the department's needs and
expectations for system uptime, issue resolution, and
overall performance.
4) Support Resources: Describe any additional support
resources that will be made available to City, such as
online knowledge bases, FAQs, or community forums.
12 Explain how these resources can supplement the
vendor's direct support services and help the City find answers to common questions or issues.
5) Backup/Recovery including RTO/RPO objectives
Contractual documentation, strategy and a commitment
to support the City to migrate off of vendors platform to another solution for any reason.
10. Implementation An overview of implementation methodology and recommended approach to implementation, including the following topics:
1) Project Schedule
2) Sales Model (Direct, VAR, Partner, etc.)
3) Installation Methodology and Approach
4) Implementation Methodology and Approach
5) Vendor Roles and Responsibilities
6) Recommended City Project Roles and Responsibilities
7) Quality Assurance Approach
8) Communication Plan and Approach
9) Change Management / User Adoption Strategy and
Sample Plan
11. Training Plan Provide a training plan for delivery of a series of technological and functional training sessions for city staff, and system administrators. Beyond packaged one-size-fits-all training, describe how the training will be tailored to the City of Anaheim’s users. The proposed training plan should include:
1) An overview of the training program, including
objectives, roles and responsibilities and facility
requirements.
2) Samples of training program materials, such as syllabus or course outline examples.
3) Recommendations for on-going system admin and enduser training after implementation. 4) Describe any training options available after
implementation for new employees.
12. Testing Plan Provide a comprehensive Test Plan that will illustrate how testing will be performed. The Test Plan should include:
1) An overview of each phase of testing with anticipated timeframe (to be included in the Project Schedule).
2) Specifications for the facilities and staff requirements and test configurations necessary to support each
testing phase.
3) Issue Tracking – Institute an issue-tracking process that is accessible to the City.
4) A timeframe for preparing detailed test procedures and execution of the testing (to be included in the Project Schedule).
At a minimum the plan should include the following categories:
Functional Testing
To demonstrate each of the discrete functional
capabilities of the proposed solution.
Operational Testing
13 To demonstrate the full operability of all integrated components to validate associated user and maintenance
documentation.
Performance (Benchmark) Testing
To demonstrate that the proposed solution meets or
exceeds stated performance capabilities.
Final Acceptance Testing
To demonstrate that all components of the proposed
solution are ready for live implementation.
13. Documentation Please provide best practices, end-user, and administration documentation for a similar VoIP solution currently in service in another jurisdiction
14. References Using the forms provided in Appendix VI provide five (5) Customer references from U.S.-based local governmental agencies and/or clients comparable in size to the City, for which your firm has provided the required services to within the past three (3) years.
References may be checked and could affect the award of the contract.
15. RFP Exceptions Specifically identify exceptions to this RFP.
16. Acceptance of Insurance and
Indemnity Provisions
Please indicate if your firm accepts the Insurance/Indemnity Provisions provided in Appendix I and Appendix II of this RFP If you are unable to accept the terms presented:
1. Note any requested exceptions
2. Explain the rationale for these requested
exceptions/modifications
Note: It is the City’s practice not to enter into Agreements that contain a limitation of liability provision. The City is under no obligation to accept requested exceptions mentioned above.
17. Vendor Contracts Provide vendor contract templates, which may include a sample Statement of Work, Perpetual Software License, SaaS License Agreement, 3rd Party Agreements, Maintenance, and Services Agreements, etc. for all hardware and applications that will be required for the City to enter into for the ongoing use and access to the hosted system.
18. Pricing Submit a completed Excel version of the Pricing spreadsheet located in Appendix V
Completed Pricing summary that indicates costs for hardware, software/licensing, installation, implementation, configuration, and maintenance. Pricing must be fully comprehensive, complete, including all taxes, and list any available discounts or planned CPI increases. Note any pricing that is included under a competitive bid schedule, purchasing cooperative or price guarantee process.
Pricing must be valid for at least 120 days from the response submission date. Please note phone quantities are subject to change.
Please provide comprehensive pricing for the first year, along with all other anticipated costs for four additional years, so the City will be able to evaluate a five-year aggregate cost. Additional pricing 14 information can be supplied if it clarifies or provides relevant detail to your estimate.
8. Responding to Requirements
This section includes the required response format for Appendix IV: – Enterprise Phone System Requirements included in this RFP. This document will become Section 5 of your RFP response. This is not a comprehensive list of all the City’s requirements but includes the key requirements that will be used to evaluate the proposals and will be incorporated into the signed contract.
The vendor must use the attached “Enterprise Phone System Requirements.xlsx” to respond to the City’s functional requirements. In all cases, do not change numbering schema or the original questions. Columns C and D are populated with numerical and yes/no responses in the Excel version.
Completing the Functional Matrix
Column C - Vendor Response (0-5): The following table outlines the possible values and definitions appropriate for responses in for Column D based on system functionality and is included as the “Functional Matrix” tab in the attached spreadsheet:
15 Column D – Is Functionality Included in Price (Yes or No): By stating “Yes” in Column F the functional item is included in the configuration phase and costs, the proposer is responsible for delivering the functionality by GoLive. The City reserves the right to establish penalties for non-compliance, non-delivery of any indicated function by the vendor.
Column E – Vendor Notes: This field should contain clarifying statements regarding the functional requirements if necessary.
9. Questions and Communications
All questions, concerns or comments regarding this RFP must be submitted only through the vendor portal (http://anaheim.net/vendorportal) to the Purchasing Agent or other specified point of contact for this RFP.
Answers to such inquiries, as well as any revisions to the request for proposal, will be publicly posted on the City’s vendor portal in the form of an addendum. Any addenda shall become a part of this RFP. Oral and other interpretations or clarifications shall be without legal or contractual effect.
All questions regarding this RFP must be submitted through the vendor portal noted above and must be submitted no later than June 7, 2024, by 4:00 P.M. Pacific Standard Time. 16 The City’s policy is to provide fair and open competition and to ensure that accurate and complete information is communicated to all interested parties. Therefore, any verbal or written communications between any proposer or its representatives, agents or others acting on their behalf, and any other City employee, consultant, commission member, or elected official regarding this procurement are strictly prohibited from the time the RFP is issued until the date of execution of the contract. Any violation of the communication process set forth in this section may be grounds for disqualification of the offending firm from participation in this procurement.
10. General Terms and Conditions
ACCEPTANCE PERIOD Unless otherwise specified herein, proposals are firm for a period of ninety (90) days.
ASSIGNMENT OF RIGHTS OR OBLIGATIONS Except as noted hereunder, the successful Proposer may not assign, transfer or sell any rights or obligations resulting from this solicitation without first obtaining the specific written consent of the City.
AUTHORIZED SIGNATURES Every proposal must be signed by the person or persons legally authorized to bind the Proposer to a contract for the execution of the work. Upon request of the City of Anaheim, any agent submitting a proposal on behalf of a Proposer shall provide a current power of attorney certifying the agent’s authority to bind the Proposer.
BUSINESS LICENSES Any person, including but not limited to, an individual, corporation, or sole proprietor who wishes to conduct any business within the City of Anaheim, must secure a business license. City law states that no person shall engage in business or transact and carry on a business, trade, profession, calling or occupation without first having procured a license from the City to do so, or without complying with any and all applicable provisions of Title 3 of the City Ordinance relating to business license. A City of Anaheim business license is not required for submitting a proposal, but must be obtained when awarded a contract, prior to commencing services or selling merchandise to the City.
CANCELLATION OF SOLICITATION The City may cancel this solicitation at any time, without cost, expense, liability, or obligation to the City.
COMPLIANCE WITH LAWS The IT Service Provider shall adhere to all applicable federal, state, and local laws, codes and ordinances, including, but not limited to, those promulgated by CAL-OSHA, FED-OSHA, EPA, the California State Department of Health Services, and City of Anaheim regulations. IT Service Provider shall conform to the Immigration Reform and Control Act of 1986, as amended, including, but not limited to, the verification of the employment eligibility of Contractor’s employees working in the City, and the Workers Compensation laws of the State of California.
CONTRACT DOCUMENTS, EXAMINATION OF It is the responsibility of the IT Service Provider to thoroughly examine and be familiar with legal and procedural documents, general conditions, all forms, specifications, scope of work, drawings, plans, and addenda (if any), hereinafter referred to as Contract Documents. IT Service Provider shall satisfy himself as to the nature, quantity, and quality of work to be performed and materials, labor, supervision, equipment and permits necessary to perform the work as specified by the Contract Documents. The failure or neglect of the IT Service Provider to examine the Contract Documents shall in no way relieve him from any obligations with respect to the solicitation or contract. The submission of 17 a proposal shall constitute an acknowledgment upon which the City of Anaheim may rely that the IT Service Provider has thoroughly examined and is familiar with the contract documents. No claim will be allowed for additional compensation that is based upon a lack of knowledge of any solicitation document.
DEFINITION OF TERMS For the purposes of this RFP, the following definitions will be used:
Contractor - Same as IT Service Provider, may be used interchangeably with Supplier," “Bidder,” or "Vendor." Evaluation Committee -. A committee established by the City to review, evaluate, and score the proposals, and to recommend award to the Proposer that submitted the proposal determined by the committee to be most advantageous the City.
May - Indicates something that is not mandatory but permissible.
Must/Shall - Indicates a mandatory requirement. A proposal that fails to meet a mandatory requirement will be deemed non-responsive and may not be considered for award.
Proposer - The person or firm submitting a proposal under this solicitation by the Submission Deadline. May be used interchangeably with the word “IT Service Provider,” “Bidder” or “Respondent” Proposal - The offer presented by the proposer.
RFP - Acronym for Request for Proposals.
Should - Indicates something that is recommended but not mandatory. Failure to do what "should" be done will not result in rejection of your proposal.
Submission Deadline - The date and time on or before which all proposals must be submitted.
IT Service Provider - The person, Contractor, or firm to whom the City awards an agreement under this solicitation.
DISQUALIFICATION OF PROPOSER If there is reason to believe that collusion exists among the proposers, the City may refuse to consider proposals from participants in such collusion. No person, firm, or corporation under the same or different name, shall make, file, or be interested in more than one proposal for the same work unless alternate proposals are called for. Reasonable ground for believing that any Proposer is interested in more than one Proposal for the same work will cause the rejection of all Proposals for the work in which a Proposer is interested. Proposers shall submit as part of their Proposal documents the completed NonCollusion Affidavit provided herein.
DOCUMENTS TO BE RETURNED WITH PROPOSAL Failure to completely execute and submit the required documents before the Submission Deadline may render a proposal non-responsive. The documents that must be returned by the Submission Deadline are indicated on the specific Request for Proposal Documents.
HOLD HARMLESS AND INDEMNIFICATION The terms of the indemnification provisions are attached hereto in Appendix II. Respondents must include any exceptions to these provisions within their Proposal. The City of Anaheim may consider these exceptions but is under no obligation to accept them. The City of Anaheim will not accept any exceptions not included in the Proposal.
INDEPENDENT CONTRACTOR Contractor certifies that to the best of his knowledge, no one who has or will have any financial interest under this contract is an officer or employee of City of Anaheim. It is expressly agreed by Contractor that in the performance of the services required under this contract, Contractor, and any of its subcontractors or employees, shall at times be considered independent contractors and not agents of City of Anaheim.
INFORMED PROPOSER Proposers are expected to fully inform themselves as to the conditions, requirements, and specifications before submitting proposals. Failure to do so will be at Proposers’ own risk and they cannot secure relief on the plea of error.
18 INSURANCE REQUIREMENTS Within ten (10) consecutive calendar days of award of contract, Successful Proposer must furnish the City with the Certificates of Insurance proving coverage as specified in the awarded agreement and naming the City of Anaheim, its officers and agents, Additional Insured by endorsement. Failure to furnish the required certificates within the time allowed may result breach of the contract.
The required insurance is attached hereto in Appendix I. Respondents must include any exceptions to these provisions within their Proposal. The City of Anaheim may consider these exceptions but is under no obligation to accept them. The City of Anaheim will not accept any exceptions not included in the Proposal.
See Appendix I for more details.
INTERPRETATION OF CONTRACT DOCUMENTS; ADDENDA If any person is in doubt as to the true meaning of any part of the specifications or other contract documents, or finds discrepancies or omissions in the specifications, he shall submit any such statements or inquiries as direct elsewhere in this RFP. When the City of Anaheim considers interpretations necessary, interpretations will be in the form of a written addendum to the RFP, which will be e-mailed to all parties recorded by the City of Anaheim as having received the RFP, or posted on the City's website at http://www.anaheim.net/vendorportal for all Proposers to reference. All such addenda shall become a part of the RFP. Oral and other interpretations or clarifications shall be without legal or contractual effect. It is the responsibility of each Proposer to ensure the City of Anaheim has their correct business name, address, phone number, and e-mail on file. Any prospective Proposer who obtained a set of contract documents from anyone other than the City of Anaheim is responsible for verifying the accuracy and completeness of the documents, and for registering as a prospective respondent with the City of Anaheim, in order to receive subsequent Addenda.
NONDISCLOSURE Until such time that the City Council awards the contract, the Proposer agrees that its proposal shall not be made available to any individual or organization without the prior written approval of the City of Anaheim. A copy of each proposal shall be retained for official files and will become public record after the award of a contract, unless the City of Anaheim determines, in its sole discretion, that the proposal or specific parts of the proposal are exempt from disclosure under California law.
NON-COLLUSION AFFIDAVIT Proposers are required to submit a Non-Collusion Affidavit with their Proposals.
See Appendix III.
OFFERS OF MORE THAN ONE PRICE Unless otherwise specified within these RFP documents, Proposers are not allowed to submit more than one proposal.
OPENING OF PROPOSALS, The City of Anaheim reserves the right to postpone the Submission Deadline and opening of proposals any time before the date and time announced in the Request for Proposals or subsequent addenda.
PRICES All Proposals shall give the prices proposed, and all other information requested herein, and shall be signed by the Proposer’s authorized representative. Proposal prices shall include everything necessary for the completion and fulfillment of the contract in accordance with the contract documents, except as may be provided otherwise in the contract documents.
PROPOSAL CONTENT Proposer must describe in detail how he will meet the requirements of this RFP and may provide additional related information with his proposal. The proposal must be presented in a format that 19 corresponds to, and references, the sections outlined in the Specification or Scope of Work and must be presented in the same order. Responses to each section and subsection should be labeled to indicate which item is being addressed. Proposals should be straightforward and concise and provide "layman" explanations of technical terms that are used. Emphasis should be concentrated on conforming to the RFP instructions, responding to the RFP requirements, and on providing a complete and clear description of the offer. If a complete response cannot be provided without referencing supporting documentation, you must provide such documentation with the proposal indicating where the supplemental information can be found.
Proposals must include all proposed terms and conditions, including, without limitation, written warranties.
PROPOSAL COSTS The City is not liable for any costs incurred by Proposers before entering into a formal contract. Costs of developing the proposals or any other such expenses incurred by the Proposer in responding to the RFP, are entirely the responsibility of the Proposer, and shall not be reimbursed in any manner by the City.
PROPOSAL FORMS Proposals submitted electronically must be uploaded in the area provided in the vendor portal, which can be accessed at http://www.anaheim.net/vendorportal.
PROPOSAL OPENING AND RESULTS Only the names of the Proposers submitting proposals will be posted after opening. After an award is made, proposals received will become public record and made available upon request to the City Clerk.
PROPOSER IS SOLE POINT OF CONTACT The Successful Proposer will be the sole point of contact for any resulting contract. The City will look solely to the Successful Proposer for the performance of all contractual obligations that may result from an award based on this RFP, and the awarded Proposer shall not be relieved for the nonperformance of any or all subcontractors.
PROPOSER'S BACKGROUND Proposer must provide any information required in this RFP. Proposer must include in his proposal a complete disclosure of any alleged significant prior or ongoing, system breaches, data breaches, contract failures (including customer references for each of these), any civil or criminal litigation or investigation pending which involves the Proposer or in which the Proposer has been judged guilty or liable. The City reserves the right to reject any proposal based upon the Proposer’s prior history with the City or with any other party, which documents, without limitation, unsatisfactory performance, adversarial or contentious demeanor, significant failure(s) to meet contract milestones or other contractual failures.
REJECTION OF PROPOSALS, WAIVER OF INFORMALITIES The City of Anaheim reserves the right to reject any and all Proposals, to waive any and all informalities or irregularities, and the right to disregard all nonconforming, non-responsive, unbalanced or conditional Proposals. The City of Anaheim also reserves the right to reject the Proposal of any respondent, if the City of Anaheim believes that it would not be in its best interest to make an award to that respondent, whether the Proposal is non-responsive, or the respondent is unqualified or of doubtful financial ability or fails to meet any other pertinent standard or criteria established by the City of Anaheim. The City reserves the right to reject the Proposal of any Respondent who previously failed to perform adequately for the City or any other governmental agency. The City expressly reserves the right to reject the Proposal of any Respondent who is in default on the payment of taxes, licenses, or other monies due the City of Anaheim.
SPECIFICATIONS, DEFINITION The term "specification" as used in this solicitation shall be interpreted to mean all the pages that make up this solicitation, including but not limited to; the Request For Proposals, Instructions 20 To Proposers, Terms and Conditions, Detailed Specifications or Scope of Work, Proposal form(s), Special Provisions, Subcontractor's List, and Insurance Certificates.
TAXES Successful Proposer shall pay all federal, state and taxes, levies, duties and assessments of every nature due in connection with any work under the contract and shall indemnify and hold harmless the City of Anaheim from any liability on account of any and all such taxes, levies, duties, assessments and deductions. Proposal prices shall include allowance for said taxes.
TERMS OF THE OFFER The City reserves the right to negotiate final contract terms with any Proposer selected.
The contract between the parties will consist of the RFP together with any modifications thereto, the awarded Proposer’s proposal, and all modifications and clarifications that are submitted at the request of the City during the evaluation and negotiation process. In the event of any conflict or contradiction between or among these documents, the documents shall control in the following order of precedence: the final executed contract, the RFP, any modifications and clarifications to the awarded Proposer’s proposal, and the awarded Proposer’s proposal. Specific exceptions to this general rule may be noted in the final executed contract. Proposer understands and acknowledges that the representations above are material and important and will be relied on by the City in evaluation of the proposal. Proposer misrepresentation shall be treated as fraudulent concealment from the City of the facts relating to the proposal.
WITHDRAWAL OF PROPOSAL Proposers’ authorized representative may withdraw Proposals only before the Proposal Submission Deadline. After that time, Proposers may not withdraw their Proposals for a period of one hundred eighty (180) days from the date of opening, unless a different time limit is identified in the specifications of this solicitation.
– End of General Conditions –
21 Appendix I – Standard Insurance Language
Note: The following represents the City’s standard language for the insurance provisions in its contracts. With few exceptions, the language in the final Agreement will be as shown here. If a Proposer has any concerns regarding any of the City’s insurance language or requirements, which would render the Proposer unable or unwilling to enter into an Agreement with the City, the Proposer shall identify these concerns in Section 15 of its proposal. Be specific. Deviations from the City’s standard language may be considered by the City in its evaluation of the responsiveness of a proposal.
INSURANCE-SECTION 10
Without limiting ANAHEIM’s right to indemnification, it is agreed that CONSULTANT shall secure, prior to commencing any activities under this Agreement, and maintain, during the term of this Agreement, insurance coverage as follows:
.01 Workers’ Compensation Insurance as required by California law and Employers Liability Insurance in an amount not less than $1,000,000 per occurrence. .02 Commercial General Liability Insurance, including coverage for Premises and Operations, Contractual Liability, Personal Injury Liability, Products/Completed Operations Liability, and Independent Contractor’s Liability (if applicable), in an amount not less than $2,000,000 per occurrence, $4,000,000 annual aggregate, written on an on an occurrence form. Any deductible or self-insured retention in excess of $10,000 must be disclosed to ANAHEIM, in writing, at the inception of this Agreement and is subject to the approval of the City’s Risk Manager.
.03 Automobile Liability Coverage including-as applicable-owned, non-owned, and hired autos, in an amount not less than $2,000,000, combined single limit, as required by California law. .04 Professional Liability Insurance, inclusive of Cyber liability, in an amount not less than $2,000,000 per claim, and CONTRACTOR shall maintain such coverage for at least one (1) year from termination of this Agreement. Any deductible or self-insured retention in excess of $10,000 must be disclosed to ANAHEIM, in writing, at the inception of this Agreement and is subject to the approval of the City’s Risk Manager.
10.2 Each insurance policy required by this Agreement shall contain the following clause or shall otherwise provide for the following conditions: “This insurance shall not be cancelled, or limited in scope or coverage, until after thirty (30) days prior written notice has been given to the City Clerk, City of Anaheim, 200 S. Anaheim Blvd., Anaheim, CA 92805, except in the event of cancellation for non-payment of premium which shall provide for not less than ten (10) days notice.”
10.3 Each insurance policy required by this Agreement, excepting policies for Professional Liability and Workers’ Compensation, shall contain the following clauses or shall otherwise provide for the following conditions:
.01 “It is agreed that any insurance maintained by CONSULTANT, pursuant to this Agreement, shall be primary to, and not contribute with, any insurance or self-insurance maintained by the City of Anaheim.”
.02 “The City of Anaheim, its officers, agents, employees, representatives and ANAHEIMdesignated volunteers are added as additional insureds as respects the acts, omissions, operations and activities of, or on behalf of, the named insured, in regard to products supplied to, or work or services performed for, or related to, the City of Anaheim.”
10.4 Prior to commencing any work under this Agreement, CONSULTANT shall deliver to ANAHEIM insurance certificates confirming the existence of the insurance required under this Agreement, and 22 including the applicable clauses referenced above. Also, within thirty (30) days of the execution date of this Agreement, CONSULTANT shall provide ANAHEIM: (i) endorsements to the insurance policies which add to these policies the applicable clauses referenced above; or (ii) in lieu of said endorsements, documentation acceptable to ANAHEIM evidencing that the coverage, terms, and conditions set forth in the above-referenced clauses are otherwise included in said insurance policies. Insurance required hereunder shall be placed with insurers: (i) admitted to write insurance in California; (ii) possessing an A.
M. Best’s rating of A VII or higher; or (iii) otherwise acceptable to ANAHEIM, with prior written permission from ANAHEIM. In the event that a claim or other legal action is filed against ANAHEIM, and if ANAHEIM, in its good faith opinion, believes it may have coverage under any of the insurance required herein, then ANAHEIM has the right to demand, and to receive within a reasonable time period, copies of the insurance policies related to such required insurance; provided, however, that this provision shall not apply if the Parties agree that CONSULTANT shall fully defend, hold harmless, and indemnify ANAHEIM against any such claim or other legal action.
10.5 In addition to other remedies ANAHEIM may have if CONSULTANT fails to provide or maintain any insurance policies or policy endorsements to the extent and within the time herein required, ANAHEIM may, at its sole option:
.01 Order CONSULTANT to stop work under this Agreement and/or withhold any payment(s) which become due to CONSULTANT hereunder until CONSULTANT demonstrates compliance with the requirements hereof; or
.02 Terminate this Agreement.
Exercise of any of the above remedies, however, is an alternative to other remedies ANAHEIM may have and is not the exclusive remedy for CONSULTANT’s failure to maintain insurance or secure appropriate endorsements.
10.6 Nothing herein contained shall be construed as limiting in any way the extent to which CONSULTANT may be held responsible for payments of damages to persons or property resulting from CONSULTANT’s (or CONSULTANT’s contractors/subcontractor, if any) performance of the work covered under this Agreement, provided, however, that in no event shall CONSULTANT’s liability to ANAHEIM under this provision exceed the greater of (i) the total amount of the fees paid to CONSULTANT for such work or services, or (ii) the amount of valid and collectible insurance carried by, maintained by, or otherwise available to CONSULTANT (or CONSULTANTS’s professional staff, contractors, or subcontractors), which is applicable to any claim, loss, costs, defense, or liability arising out of this agreement.
10.7 In the event CONSULTANT hires other persons or firms to perform some of the work related to this Agreement, CONSULTANT shall ensure, and certify to ANAHEIM in writing that: (i) the acts or omissions of such persons or firms are covered under the above-referenced liability insurance; or (ii) such firms maintain insurance equal to or better than, and subject to the same limits, terms and conditions as, the insurance required of CONSULTANT under this Agreement (except for firms which are not performing professional services-such firms shall not be required to carry the above-referenced professional liability insurance); and in either instance, CONSULTANT shall provide, or cause to be provided, evidence of such insurance coverage, reasonably acceptable to ANAHEIM.
10.8 ANAHEIM’s Risk Manager is hereby authorized to reduce the requirements set forth herein in the event she determines that such reduction is in ANAHEIM’s best interest. 23 Appendix II – Standard Indemnification Provision
The following represents the City’s standard language for the indemnification, defense, and hold harmless provisions in its contracts. With very few exceptions, the language in the final Agreement will be as shown here. If a Proposer has any concerns regarding any of the City’s indemnification language which would render the Proposer unable or unwilling to enter into an Agreement with the City, Proposer shall identify these concerns in Section 15 of its proposal. Be specific. Deviations from the City’s standard language may be considered by City in its evaluation of the responsiveness of a proposal. [Note: Proposer should also be aware it is the City’s practice not to enter into Agreements that contain a limitation of liability provision.]
INDEMNIFICATION-SECTION 11
11.1 As respects acts, errors or omissions in the performance of professional services, CONSULTANT agrees to indemnify and hold harmless ANAHEIM, its officials, officers, and employees from and against any and all claims, losses, damages, defense costs, or liability, of any kind or nature, to the extent arising directly out of CONSULTANT’s (or CONSULTANT’s contractors’ or subcontractors’, if any) negligent acts, errors or omissions in the performance of professional services under this Agreement.
11.2 As respects all acts, errors or omissions which do not arise directly out of the performance of professional services, including but not limited to those acts, errors or omissions typically covered by ISO-based general and automobile liability insurance coverage, CONSULTANT agrees to indemnify, defend (at ANAHEIM's option), and hold harmless ANAHEIM, its officials, officers, employees, agents, and representatives from and against any and all claims, losses, damages, defense costs, or liability, of any kind or nature (collectively referred to hereinafter as “Claims”), arising out of or in connection with CONSULTANT’s (or CONSULTANT's contractors’ or subcontractors’, if any) acts, errors, omissions, or work, relative to this Agreement; except for those Claims which arise out of the sole negligence or willful misconduct of ANAHEIM.
11.3 The obligations set forth in this indemnification provision (i) shall be in effect without regard to whether or not ANAHEIM, CONSULTANT, or any other person maintains, or fails to maintain, insurance coverage, or a self-insurance program, for any such Claims; and (ii) shall survive the termination of this Agreement. 24 Appendix III – Non-Collusion Affidavit
Note: To be executed by Proposer and submitted with proposal. STATE OF CALIFORNIA County of ________________________________________________________________ ______________________________________, being first duly sworn deposes and says that he/she is ______________________, of __________________________________________, the party making the foregoing bid that such bid is not made in the interest of or on the behalf of any undisclosed person, partnership, company, association, organization or corporation; that such bid is genuine and not collusive or sham; that said bidder has not directly or indirectly induced or solicited any other bidder to put in a false or sham bid and has not directly or indirectly colluded, conspired, connived, or agreed with any bidder or anyone else to put in a sham bid, or that anyone shall refrain from bidding; that said bidder has not in any manner directly or indirectly sought by agreement, communication, or conference with anyone to fix the bid price of said bidder or of any other bidder or to fix any overhead profit, or cost element of such bid price, or of that of any other bidder, or to secure any advantage against the public body awarding the contract of anyone interested in the proposed contract; that all statements contained in such bid are true, and further, that said bidder has not directly or indirectly submitted his bid price or any breakdown thereof, or the contents thereof, or divulged information or data relative thereto, or paid and will not pay any fee in connection therewith, to any corporation, partnership, company, association, organization, bid depository, or to any member or agent thereof, or to any other individual except to any person or persons as have a partnership or other financial interest with said bidder in the general business.
Signed
Subscribed and sworn to before me this
__________day of________________, 20__________
_______________________________________
Notary Public in and for said County and State
25 Appendix IV – Enterprise Phone System Requirements
Using the Excel version included, complete and submit “Appendix IV – Enterprise Phone System Requirements.xlsx with your final proposal.
Please complete and submit the attached Excel version with your final proposal.
Sample
26 Appendix V – Pricing Summary
Using the Excel version included, provide summarized pricing information for your proposed solution.
Additional supporting documents may also be provided as supporting information to the summarized information on this page. Pricing must be fully comprehensive, complete, and list any available discounts. All one-time and recurring costs must be fully provided.
27 Appendix VI – References
Client Reference No. 1
Item Vendor Response
Name of Organization
Contact Name
Contact Address
Contact Telephone Number
Contact E-mail Address
Dates of Service(s) Provided by Vendor
Type of Service(s) Provided by Vendor
Product deployed
Rationale for Inclusion as a Reference
Client Reference No. 2
Item Vendor Response
Name of Organization
Contact Name
Contact Address
Contact Telephone Number
Contact E-mail Address
Dates of Service(s) Provided by Vendor
Type of Service(s) Provided by Vendor
Product deployed
Rationale for Inclusion as a Reference
Client Reference No. 3
Item Vendor Response
Name of Organization
Contact Name
Contact Address
Contact Telephone Number
Contact E-mail Address
Dates of Service(s) Provided by Vendor
Type of Service(s) Provided by Vendor
Product deployed
Rationale for Inclusion as a Reference
28 Client Reference No. 4
Item Vendor Response
Name of Organization
Contact Name
Contact Address
Contact Telephone Number
Contact E-mail Address
Dates of Service(s) Provided by Vendor
Type of Service(s) Provided by Vendor
Product deployed
Rationale for Inclusion as a Reference
Client Reference No. 5
Item Vendor Response
Name of Organization
Contact Name
Contact Address
Contact Telephone Number
Contact E-mail Address
Dates of Service(s) Provided by Vendor
Type of Service(s) Provided by Vendor
Product deployed
Rationale for Inclusion as a Reference
EXHIBIT E
RESPONSE TO REQUEST FOR PROPOSAL #106-FTN-05-20-2024-
ENTERPRISE PHONE REPLACEMENT
ITO BE ATTACHED BEHIND THIS PAGE]
21 Response to Request for Offer - # 10694531
IT Goods/ Services – LPA Software & Hardware
Specialists in Advanced IT Infrastructure Solutions
Prepared by
Request for Proposal – 106- FIN- 05- 20- 2024
Enterprise Phone System
Replacement
City of Anaheim
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 0 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Table of Contents
Section 1. Executive Summary .............................................................................................................. 1 Section 2. Experience and Background ................................................................................................. 3 Section 3. Staff Qualifications ............................................................................................................... 3 Section 4. Contract Performance ........................................................................................................ 10 Section 5. Requirements – Appendix IV .............................................................................................. 11 Section 6. Proposed Solution .............................................................................................................. 19 Section 7. Technology Overview ......................................................................................................... 29 Section 8. Security ............................................................................................................................... 31 Section 9. Support and Maintenance .................................................................................................. 33 Section 10. Implementation ................................................................................................................ 36 Section 11. Training Plan ..................................................................................................................... 45 Section 12. Testing Plan ...................................................................................................................... 48 Section 13. Documentation ................................................................................................................. 55 Section 14. Appendix VI - References .................................................................................................. 56 Section 15. RFP Exceptions ................................................................................................................. 58 Section 16. Acceptance of Insurance and Indemnity Provisions ......................................................... 58 Section 17. Vendor Contracts .............................................................................................................. 58 Section 18. Pricing – Appendix V Pricing Summary ............................................................................. 78 Appendix III – Non-Collusion Affidavit ................................................................................................ 78 Appendix A .......................................................................................................................................... 79 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 1 Request for Proposal
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City of Anaheim
Section 1. Executive Summary
In response to the City of Anaheim' s (City) Request for Proposal ( RFP) to replace its legacy Nortel/ Avaya Blue phone system, e360 is pleased to offer a robust, Cloud- based Cisco telephony solution. Our proposal encompasses the design, detailed implementation, comprehensive project and change management, and deployment of Cisco phones across City law enforcement, fire, utility facilities, government offices, and wireless devices for emergency responders and non-emergency City employees.
Additionally, our proposal outlines extensive user and technical administration training, and full lifecycle managed services support to ensure system reliability and longevity for the City.
Project Overview:
1. Design: Develop a customized telephony system architecture that addresses the specific needs of the City’s government, fire, and law enforcement agencies, as well as emergency responders.
2. Implementation: Execute a thorough and meticulous implementation plan to ensure seamless integration and minimal disruption to daily operations.
3. Project and Change Management: Utilize best practices in project and change management to ensure smooth transitions, stakeholder engagement, and timely project completion.
4. Deployment: Deploy Cisco phones in governmental offices, law enforcement facilities, fire stations, and wireless devices for emergency responders/ non-emergency employees, ensuring all components function optimally.
5. Training: Provide comprehensive training programs for end-users and technical administrators to maximize the new system' s potential.
6. Managed Services: Deliver full lifecycle managed services support to maintain and optimize the telephony system, ensuring continuous reliability and performance.
Key Objectives:
Modernization: Replace the outdated legacy phone system with an innovative Cisco Cloud telephony solution to enhance communication capabilities.
Reliability: Ensure a robust and secure communication infrastructure that meets the critical needs of law enforcement and emergency services with in-depth multilayer defense.
Efficiency: Streamline communication processes within government offices to boost productivity and service delivery.
Scalability: Design a flexible system capable of scaling to accommodate future growth and technological advancements.
Support: Provide ongoing managed services to ensure the system' s optimal performance and address any issues promptly.
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Scope of Work:
Assessment and Planning: Conduct a comprehensive evaluation of the current systems and infrastructure to develop a tailored migration strategy.
System Design: Create a detailed design plan specifying the architecture, hardware, and software components of the new telephony system.
Implementation: Install and configure Cisco phones, ensuring seamless integration with existing systems and network infrastructure.
Project and Change Management: Implement structured project and change management methodologies to facilitate smooth transitions, minimize disruptions, and ensure stakeholder buy-in.
Deployment and Training: Execute the deployment plan and deliver extensive training sessions for endusers and technical administrators.
Support and Maintenance: Provide full life cycle managed services, including ongoing support, monitoring, and optimization of the telephony system.
Benefits:
Enhanced Communication: The advanced features and capabilities of the Cisco telephony system will facilitate better communication within and between city departments.
Increased Security: Robust security measures will protect sensitive communications, particularly within law enforcement and emergency response operations.
Improved Responsiveness: Wireless devices for emergency responders and non-emergency employees will ensure they remain connected and responsive in both normal and critical situations.
Cost Efficiency: Transitioning to a Cloud- based system will reduce maintenance costs and provide longterm savings.
Comprehensive Support: Our managed services will ensure continuous system performance, allowing City staff to focus on their core responsibilities without communication concerns.
By adopting our Cisco telephony solution, the City will benefit from a modern, scalable, and secure communication infrastructure. This investment will enhance operational efficiency, improve public safety response times, and support the city's commitment to delivering exceptional services to its residents.
We are dedicated to partnering with the City to implement a telephony solution that meets and exceeds expectations, ensuring a smooth transition and long-term success.
Sincerely,
Christian Rolland
Christian Rolland
Sr. Vice President of Modern Infrastructure
Christian. Rolland@e360. com
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Enterprise Phone System Replacement
City of Anaheim
Section 2. Experience and Background
e360 has been delivering specialized technology solutions to national and global enterprises for 35 years.
In a world where technology evolves at lightning speed, we stand at the forefront, adapting and leading the way.
Our mission is to empower enterprises, forging strong client relationships as we navigate the ever-changing digital landscape. Specializing in Modern Infrastructure, Cloud Solutions, Cybersecurity, Digital Workplace, and Managed Services, e360 is synonymous with innovation, excellence, and care.
Our strength lies in our team's collective expertise, drawing from industry veterans and Big 4 consulting leaders to transform today' s challenges into tomorrow' s successes. At e360, we don't just provide solutions; we build partnerships, anticipating and adapting to future needs with unparalleled efficiency, security, and scalability. e360 employs more than 225 full-time engineering and consulting professionals with over 1,000 recognized Original Equipment Manufacturers ( OEM) and technical certifications.
For the past decade, our local government and state agencies, retail, real estate, entertainment, financial, legal, and healthcare clients have trusted e360 professional services to assess, design, configure, plan, and deploy their complex enterprise hardware upgrade efforts. e360 collectively has over 300+ years of experience in IT infrastructure, Cloud, networking, access points, and project management.
Section 3. Staff Qualifications
e360 proposes the following pool of resources for this project. e360 Project Manager # 1
Professional Summary
Project Manager ( PM) #1 has over 15 years of experience managing technology projects and leading teams in delivering a range of client solutions in the technology, insurance, and healthcare industries, including:
Web Creation
Disaster Recovery/ Business Continuity
Healthcare – EPIC
Software Development
Fortune 500 Technical Partnerships
Certifications
Project Management Professional ( PMP)
Certified Scrum Master ( CSM)
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Technology Skills
PM #1 has experience managing teams in the following technologies:
Citrix (XenDesktop, XenApp, XenMobile, ADC/NetScaler – SCOM/ MAS, Includes Health Checks, Discovery and Design, Implementations, Rebuilds, Upgrades, Migrations) VMware ( ESX, View, Horizon, vSphere)
Cisco UCS, UCM
NetApp and other storage projects
MS Exchange, Exchange Online, O365, AD, SQL, Windows Servers ( 2008, 2010, 2012, 2016) HP blades, thin clients
Epic
Technical Engagements
Application Resiliency –Healthcare
PM # 1 led multiple teams through a 2-year, $ 24M program to create/ implement resiliency for the most patient- critical applications by standing up backup versions in a remote datacenter and failing over to ensure complete system availability.
Mobile Application Management – Manufacturing
PM #1 orchestrated end-user mobile device conversion to managed applications from Microsoft to access corporate data in Office365, including Exchange, SharePoint, and OneDrive. PM #1 provided extensive support for strategy, planning, pilot testing, and full rollout.
Datacenter Move - Insurance
PM #1 led cross- functional teams to successfully move a client' s datacenter across town with minimal downtime and user impact.
e360 Project Manager # 2
Professional Summary
Project Manager ( PM) #2 has over 10 years of experience managing projects. This professional is skilled in identifying, designing, and deploying complex projects and maintaining scope, schedule, and budget while recognizing revenue and improving profit margins. PM #1 has managed multiple million- dollar biometric projects for global law enforcement and enterprise clientele throughout the project lifecycle.
PM #2’s organizational skills contribute to an effective leadership style that produces above-average results. This professional develops rapport quickly with stakeholders and peers and succeeds when working independently or with a team. Working closely with customers is their favorite part of their job.
Certifications
Project Management Professional ( PMP)
Certified Scrum Master ( CSM)
Disciplined Agile Scrum Master ( DASM)
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Technical Engagements
Palomar - NEC to Cisco VoIP
e360 assisted Palomar in updating its call center to a Webex call center. e360 ensured the system was built and also created training sessions and materials for Palomar’ s teams.
Cal Coast Credit Union (CCCU) - Environment Optimization e360 reviewed CCCU' s current system and helped identify weaknesses and areas where CCCU could improve its security and functionality.
Grand Pacific Resorts (GPR) - Microsoft 365 MFA Deployment e360 worked with the GPR team to review its current environment and upgrade it to enable multi-factor authentication for network access. e360 and GPR worked well together, resulting in GPR continuously looking to e360 to assist with its network and systems.
Labor Law Center (LLC) - Firewall and Core Switch Network Relocation The e360 team worked closely with LLC to upgrade its firewalls and get the core switches up and running in a new location.
Willdan - Citrix Assessment
e360 reviewed the client’ s current Citrix setup to understand its current issues and assisted in securing the system.
The Charlotte Hornets
This project involved the deployment of a Facial Recognition ( FR) solution. It comprised software development and software and hardware deployment at the Charlotte Hornets arena. PM #2 managed field engineers for site surveys and the FR hardware installation.
Taylor Swift Stadium Tour
PM #2 managed this project, working with a secondary vendor on interfacing an FR solution with its management and alert system and coordinated with multiple stakeholders and ensured full software development and testing with all parties for smooth deployment. The project team was able to locate many blocked “ fans” and have them removed from shows to assist in keeping Miss Swift safe.
Universal Studios Florida
PM #2 managed the discovery, development, and implementation of an FR solution for Universal Studios Orlando. This was a discovery project to determine what would work best for Universal and how it could interface with the systems they already had in place. The project manager oversaw the site surveys for each location and the deployment of the final hardware in a very busy environment.
Mississippi Department of Public Safety
The State of Mississippi’ s Multimodal Biometric Identification System ( MBIS) was upgraded. PM #2 managed the software development and the conversion of the state’s fingerprint database, oversaw testing and training, and deployed all workstations around the state.
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Chicago Police Department
PM #2 managed the upgrade of the MBIS for the City of Chicago’ s Police Department and supervised every aspect of the project, including requirements gathering, software development, inventory management, directing field engineers, and deployment, and ensured the customer was happy with all project aspects. e360 Project Manager # 3
Professional Summary
Project Manager ( PM) #3 ensures the successful delivery of a broad range of complex IT projects, leading the development, implementation, and refinement of processes that improve the short-term and long-term velocity of engineering teams consisting of full-time delivery consultants and partners.
PM #3 has over 15 years of experience managing projects, portfolios, and programs in multiple industries, using Waterfall and Agile methodologies, including:
Government
Legal
Financial
Healthcare
Pharmaceutical
Software
Property Management
Education
Entertainment
PM #3 tracks and communicates deliverables and uses trade- off techniques with stakeholders to ensure engineering teams provide high-priority value and align with the client’s goals.
Certifications
Project Management Professional ( PMP)
Certified Scrum Master ( CSM)
Technology Skills
Citrix ( Health Checks, Remediation, Discovery and Design, Implementation, Rebuilds, Upgrades, Migrations)
VMware ( ESX, View, Horizon, vSphere)
Cisco UCS, UCM
NetApp, F5, storage projects
MS Exchange, Exchange Online, O365, AD, SQL, Windows Servers ( Upgrades and Migrations) Wireless ( Antennas, APs, etc.)
Disaster Recovery
Cloud ( GCP, Azure, AWS)
DevOps Automation
Technical Engagements
Infrastructure Upgrade - Financial
PM #3 led a five-year infrastructure upgrade project for a financial company in San Francisco. e360 merged the company’ s entire IT infrastructure into a unified organization, standardized business and back-end applications across accounting, HR, and all business sites, and managed them as a cohesive unit by a single 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 7 Request for Proposal
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geographically dispersed team of administrators. They also merged ADs of separate organizations into a single forest with a single domain.
The e360 team simplified management and reduced overall complexity by assisting with the analysis, design, and implementation of unifying the Active Directory domains, email systems, storage, virtualization, and DR infrastructures. This offered the company and team a platform for rolling into the next phase of unification which focused on business applications and practices, desktops, and remote access, including further consolidation of domains and computing infrastructures.
Wireless LAN Design, Configuration, and Implementation – Pharmaceutical This large, multi- vendor project, which lasted over two years, involved building a new warehouse to consolidate multiple other warehouses and manufacturing facilities. e360 provided the design, configuration, and implementation of the Wireless LAN to be used by office and warehouse workers. The three- phase approach ensured seamless coverage throughout the warehouse for all handheld and mobile devices. e360 upgraded a WLAN infrastructure, migrated the existing WLAN infrastructure, developed a WLAN solution for the new warehouse, and provided post-RF validation.
VMware Horizon 7 Pilot Implementation & Validation – Financial PM #3 managed a project for a large financial corporation in Silicon Valley. During the six-month engagement, e360 worked with the existing VMware View environment, with desktops provisioned using and application layers deployed through Unidesk and used an App-V application virtualization and XenApp application publishing. The end goal was to completely upgrade the client’s Virtual Desktop Infrastructure by deploying and configuring a new Pilot Horizon 7 Virtual Desktop Infrastructure.
The Pilot infrastructure was designed to support over 500 users. A VMware vSphere cluster with vCenter and ESXi hosts, Horizon View Management Infrastructure, and Unidesk Management Infrastructure were used to house, manage, or support this deployment. Testing and validation were also addressed at the end of the deployment and configuration, as well as documentation and post-project support.
Tactical IT DevOps Project – Healthcare
PM #3 served as the PM/Scrum Master on a project for a large, well-known healthcare organization during the COVID- 19 pandemic. PM #3 managed a team of 20 who assisted with front- end and back- end updates to the client’s customer- facing website and the agents’ website. The team was split into two squads, working 24x7, and comprised of a mixture of backend, frontend, and different time zone resources. The team handled the requests that came over approximately 18+ months.
AWS Security and Cloud Custodian SME - Migration Effort – Entertainment PM #3 served as the Scrum Master for a Cloud migration project in the entertainment industry. The primary delivery consultant developed appropriate configurations and modifications for the Cloud Custodian platform selected by the client. Initially, the project had four sprints but was extended to nine sprints. PM #3 scheduled sprint planning sessions, held standups to review work completed and plan for the following day, and discussed project impediments. PM #3 also held sprint reviews and demos of work completed, managed budgetary information, and worked closely with the team to ensure success by the due date. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 8 Request for Proposal
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DevOps Automation – IT Storage
PM #3 served as Scrum Master and scheduled requirements review, sprint planning, backlog refinement, daily scrum meetings, scrum reviews, and demos for a primary delivery consultant and client team. The project involved tagging, creating Transit VPC, deploying transit gateway, and enabling HA gateway.
Automation was provided through Aviatrix and AWS. The project team created subnets for SDWAN, deployed FireNet firewalls, and created user VPC and respective subnets for different environments. Documentation was stored on GitHub. During the finalization of the project, a different platform was determined to be preferred, and PM #3 is managing a new project using aviatrix migration.
Establish Cloud Business Office – Healthcare
PM #3 managed a project team working to establish a CBO for governing a multi- Cloud strategy. This effort required many discovery meetings and significant planning to ensure the team reaped the benefits of Cloud technologies. The team assisted in building a framework for a CBO based on industry standard practices, strategies, processes, and documentation aligning with the company’ s current operations. The team established a charter and foundational strategies on naming and tagging, security, datacenter, backup, and disaster recovery, and successfully handed off the project at project close. e360 Principal Architect
Professional Summary
Principal Architect serves in a senior role in e360’ s Modern Infrastructure practice to support the Enterprise Networking team. Principal Architect brings nearly two decades of networking and unified communications expertise covering a variety of verticals, including SLED, commercial, healthcare, and financial.
Principal Architect has experience designing, troubleshooting, and optimizing large, complex data networks and specializes in implementing solutions to improve performance and reliability.
Certifications
Cisco Certified Internetwork Expert ( CCIE) –
Enterprise Infrastructure
Cisco Certified Internetwork Expert ( CCIE)–
Collaboration
Microsoft Teams Administrator Associate
CompTIA A+
CompTIA Network+
CompTIA Security+
CompTIA Server+
ITILv4 Foundation
Technology Skills
Cisco Integrated Services Routers ( ISR)
Aggregation Services Routers ( ASR)
Cisco Catalyst Edge Platforms
Cisco Catalyst Enterprise Switches
Cisco Nexus Series Switches
Cisco UCS Servers
Cisco Secure Firewall Threat Defense ( FTD)
Cisco Adaptive Security Appliance ( ASA)
Cisco Unified Communications Manager
Cisco Unity Connection
Cisco Emergency Responder
Cisco Webex
Cisco Webex Calling
Cisco Webex Contact Center
Cisco Expressway
Cisco Contact Center Express ( UCCX)
Microsoft Active Directory ( AD)
Microsoft Azure
Microsoft Teams
VMware vSphere
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VMware vCenter
EIGRP
OSPF
BGP
Quality of Service ( QoS)
SD-WAN
VPN
MPLS
e360 Solutions Architect/ Lead
Professional Summary
Solutions Architect/ Lead specializes in networking design, consultancy performance management team development, recruiting Unified Communications/ IP Telephony Telepresence/ Video and is a highly experienced international technology, business, and people manager with a flair for outstanding customer delivery.
Certifications
Cisco - Certified Webex Calling Expert
Cisco - Certified Webex Contact Center Expert
Technology Skills
Cisco - Unified Communications Manager
Cisco - Webex
Cisco - Webex Calling
Cisco - Webex Contact Center
Aruba - Wireless LAN
Aruba - Aruba Central
Meraki - Meraki Networking
Cisco - Cisco Networking
Microsoft - Microsoft Teams Calling
Advanced 700 and 701
e360 Solutions Architect
Professional Summary
Solutions Architect has over 20 years of IT experience and a deep understanding of leading high-performing teams in designing and implementing technology solutions for businesses across various industries, ranging from small and mid-size to large enterprises. Their expertise ranges from managing LAN/WAN infrastructure to overseeing systems and network administration. They nurture strong relationships with internal teams and external stakeholders alike to understand their unique needs and surpass expectations in every interaction.
Through continuous improvement and a dedication to efficiency, the Solutions Architect aims to optimize processes, elevate service levels, and drive overall success.
Certifications
Cisco Certified Internetworks Expert ( CCIE)
Enterprise
CCIE Datacenter
CCDP
VMware Certified Professional Network
Virtualization ( VCP-NV)
Azure Certified Network Associate
Azure Fundamental
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Technology Skills
Network and Datacenter Routing protocols.
BGP, VXLAN, SDN
Network security.
Enterprise and Datacenter design
e360 Senior Consultant # 1
Professional Summary
Senior Consultant # 1 is Cisco Collaboration CCIE- certified and experienced with hosted Cloud and managed services. They have expertise in the planning, design, implementation, upgrade, monitoring, pre-sales, and support for Cisco IP Telephony and Cisco IP Contact Center. Additionally, they have a strong understanding of various call flows and failover/redundancy. Senior Consultant # 1 maintains client relationships, implements client demos, and provides enhanced client support.
Certifications
CCIE
Azure Fundamentals 900
Technology Skills
Cisco UC and Webex calling and contact center
Cisco UC product expertise
Expressway for MRA and B2B
Unified Contact Center Enterprise
Unified Contact Center Express
Cisco Call Manager with SME
Cisco Call Manager Express
Unity Connection
Voice Gateway
CUBE
SIP and H323 Deployment
ICM Custom Scripting
IPCC Express Scripting
Webex Calling
Webex Contact center
Jabber and Webex Meeting
e360 Senior Consultant # 2
Professional Summary
Senior Consultant # 2 has been a network engineer for over 20 years and has expertise in network, network security, and wireless technologies. They work in a pre-sales and delivery role along with being well- versed in identifying and implementing solutions to meet clients’ needs.
Certifications
CISSP
CCNP
MCSA
CCNA
CCNA Security
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Technology Skills
Cisco - Networking and Wireless
Technologies
Aruba - Network and Wireless Technologies
Palo Alto - Security technologies
Fortinet - Security/ network/ wireless
technologies
Microsoft - Server and computer
technologies
Note: Integrated Technology will provide resumes upon request.
Section 4. Contract Performance
e360 has not had a contract terminated for convenience, non-performance, or any other reason, or has not entered into legal action with a customer within the last five years.
This space intentionally left blank
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Section 5. Requirements – Appendix IV
5 Provided as part
of standard
system
No Modification is required. Desired
functionality is achieved through
configuration and is part of standard
system at no additional cost
4 Provided in
forthcoming
product update
No modification is required. Future
updates will include desired
requirements at no cost.
3 Standard system
will require some
enhancements
Enhancements are classified as minor
updates utilizing the product offered,
with cost of enhancements between
1,000-5,000
2 Standard system
will require
minor
enhancements
Enhancements or modifications using
established product exists or requires
minor enhancement costing between
5,001-10,000
1 Standard system
will have to be
modified
Modifications that require substantial
development and enhancement costing
between $10,000-15,000+
0 No possible
modification
No Solution or Modification available or
offered
Vendor Functional Matrix Responses
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Requirement Description Vendor Response
0-5)
Is Functionality
Included in Price?
Yes/ No)
Vendor Notes
1.00.00 General Requirements
1.01.00 System Requirements
1.01.01 System includes a web-based administration tool that provides a single, unified point of management from anywhere on the network 5 Yes
1.01.02 System Administration tool GUI is easy to use and intuitive for staff to perform moves, changes, additions to user profiles and IP telephone equipment
5 Yes
1.01.03 System includes reporting tools and analytic capabilities 5 Yes
1.01.04 System shall include 24/7 support and maintenance 2 No Support Contract is available to be purchased
1.01.05 System shall fulfill a complete replacement of existing phone and communication infrastructure with interconnectivity to all facilities 5 Yes Overall system supports as quoted.
1.01.06 System can support SIP services for inbound and outbound Public Switched Telephone Network (PSTN) services providing shared access for all City users.
5 Yes Yes, and this is supported as an intermediate solution, however our recommendation is that we migrate tointegrated CCP/ PSTN.
1.01.07 System is capable of supporting PRI services 5 Yes Yes, and this is supported as an intermediate solution, however our recommendation is that we migrate tointegrated CCP/PSTN.
1.01.08 System can support analog PSTN services. 5 Yes Yes, and this is supported as an intermediate solution, however our recommendation is that we migrate tointegrated CCP/PSTN.
1.01.09 System can provide auto-dial functionality for analog devices used for public safety phones (elevators or call boxes) 5 Yes Yes. However, we recommend for critical Public Safety systems, the City utilizes Telco Based Land Lines.
1.01.10 System includes backup, failover and disaster recover capabilities 5 Yes
1.01.11 System includes crash reporting for both the web-based client and the mobile integration 5 Yes Partial. Crash reporting is standard on Windows and MAC based clients, however is not included on Android and IOS clients directly. Android and iOS reporting are accessed through ControlHub.
1.01.12 System has duplicate survivable core systems ( voice processing and voicemail) 5 Yes
1.01.13 System has local survivable gateways 5 Yes Overall system supports as quoted.
1.01.14 System will provide survivability for all primary off-site locations with seamless failover 5 Yes Seamless failover for specified features supported for sites selected with WECS gateways.
1.01.15 System will have no single point of failure and allows for outbound/ inbound calls in the event the network is down 5 Yes Depends on the type of network outage. We are delighed toquote and advise on "defense indepth" strategies to provide multiple layers of Internet and local failover redundancy.
1.01.16 System will provide redundancy measures and a disaster recovery plan to ensure service continuity during emergencies 5 Yes Overall system supports as quoted.
1.01.17 System in the event of a power outage will continue to provide the full phone features 5 Yes Full Phone Feature Availability is reliant on Power to POE Switches and Network Devices.
1.01.18 System can operate in a virtual environment (VMWare) 5 Yes n/a,VMWare ESXi not Reqited for Quoted Solution
1.01.19 System can operate in City’ s existing network 5 Yes Yes, depending on overall network design that was not provided. System is highly flexible and standardscompliant.
1.01.20 System is compatible with Congent and AT&T internet service provider 5 Yes
1.01.21 System offers Quality of Service (QoS): Ensure high call quality with features like echo cancellation, noise reduction, and bandwidth management to prioritize voice traffic over data.
5 Yes
1.01.22 System will keep all existing phone numbers and extensions the same 5 Yes
1.01.23 System will allow for 4-digit internal dialing 5 Yes Appendix IV: Enterprise VoIP System Requirements
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Appendix IV: Enterprise VoIP System Requirements ( Continued) y g g
1.01.24 System will allow for direct call lines 5 Yes
1.01.25 System will be compatible with IVR systems ( Selectron) 5 Yes n/a per RFP Question responses. However the local WECS have the ability tointerface with most IVR's via PRI, SIP, POTS, COTS etc. and can be quoted if necessary.
1.01.26 System will be easily configured and installed with minimal disruption to existing phone call capabilities 5 Yes Yes, multiple installation options have been included with our RFP Responses. System is highly flexible and standards- compliant.
1.01.27 System is compatible with fax over IP protocols, allowing the transmission of faxes over IP networks instead of traditional analog phone lines, reducing costs and simplifying infrastructure.
5 Yes
1.01.28 System shall have the capability to remove unused lines and add new lines 5 Yes
1.01.29 System will provide support for analog communication requirements ( alarms, elevators, mail/ postage, credit cards, etc.) 5 Yes Yes. However, we recommend for critical Public Safety systems, the City utilizes Telco Based Land Lines.
1.01.30 System will easily connect/ integrate with Active Directory 5 Yes
1.01.31 System will utilize PoE (Power Over Ethernet) capable endpoints 5 Yes
1.01.32 System has option to tie toADFS Single Sign On (SSO) 5 Yes And also supports common IDPs with full MFA.
1.02.00 e911 Compliant
1.02.01 System is compliant with Kari’ s Law and allows users to dial 911 directly without having to dial an additional digit 5 Yes RedSky Horizon Mobility is included in the quoted solution.
1.02.02 System is compliant with Ray Baum’ s Act to ensure that “dispatchable location” information is conveyed with 911 calls 5 Yes RedSky Horizon Mobility is included in the quoted solution.
1.02.03 System will provide building and address information to dispatch 5 Yes RedSky Horizon Mobility is included in the quoted solution.
1.02.04 System will provide building, room, cube, and device specific information to dispatch 3 No Meets requirements as quoted for ANI/ALI, but full granular ELIN capabilities are available with additional non- quoted) effort.
1.02.05 System can distinguish calls placed from City facilities versus home offices, hotels, etc 5 Yes RedSky Horizon Mobility is included in the quoted solution.
1.03.00 Security
1.03.01 System offers Security and Compliance: Robust security measures to protect sensitive communications, including encryption, authentication protocols, firewall compatibility, andadherence to regulatory requirements (e.g., GDPR, HIPAA, PCI Compliance). 5 Yes As long as vulnerability patches are installed as new vulnerabilities are discovered. Additionally, the Cloudbased elements, as well as the softclients have automatic updates included as quoted.
1.03.02 System has several layers of security including physical, network, host, data application, and business processes 5 Yes
1.03.03 System offers various authentication methods, like MFA to prevent unauthorized access to user accounts and administrative interfaces 5 Yes
And also supports common IDPs with full MFA. For administrative interfaces, MFA is supported. For Gateway hardware, TACACSmay be configured intandem with the City's IDP toproved full encrypted security.
1.03.04 System offers End to End encryption ( E2EE) to encrypt communication data between endpoints ( call/ message data) 5 Yes
1.03.05 Services include regular security audits 2 Yes Yes if support agreement is purchased.
1.03.06 Services include regularlyappliedlatest security patches andfirmware updates 2 Yes Yes if support agreement is purchased. All Cloud Based elements, as well as softclients have automatic updates included as quoted.
1.03.07 System provides monitoring system that has alerts for suspicious activity 2 Yes Yes if support agreement is purchased.
1.03.08 System provider possess ISO 27001 and SOC 2 certifications 5 Yes 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 15 Request for Proposal
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Requirement Description Vendor Response
0-5)
IsFunctionality
Included in Price?
Yes/No)
Vendor Notes
2.00.00 General Requirements
2.01.00 Telephone Feature Requirements
2.01.01 Solution includes:
2.01.02 a. Outbound Caller ID (block and unblock) 5 Yes
2.01.03 b. Incoming CallerID 5 Yes
2.01.04 c. InboundCallerID 5 Yes
2.01.05 d. Call Routing/Call Transfer 5 Yes
2.01.06 e. StandardConferencing (calling/hosting) 5 Yes
2.01.07 f. Conference Bridge 5 Yes
2.01.08 g. Integrated Directory 5 Yes Solution uses AD as directory. Having aclean andaccurate AD is extremely important tosuccessful implementation.
2.01.09 h. Customized User Greeting 5 Yes
2.01.10 i. Call History 5 Yes
2.01.11 j. Call Forward 5 Yes
2.01.12 k. Call Hold 5 Yes
2.01.13 l. CallWaiting 5 Yes
2.01.14 m. CallBlocking 5 Yes
2.01.15 n. CallScreening 5 Yes
2.01.16 o. Call Pick Up 5 Yes
2.01.17 p. Call Queue 5 Yes
2.01.18 q. Do not disturb 5 Yes
2.01.19 r. Last Number dialed 5 Yes
2.01.20 s. Mute capabilities 5 Yes
2.01.21 t. Save/Repeat (speed) Dialing 5 Yes
2.01.22 u. Night service, auto attendant 5 Yes
2.01.23 v. Paging Access 5 Yes
2.01.24 w. Twinning/Single number reach 5 Yes
Appendix IV: VoIP Voice Requirements
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Appendix IV: VoIP Voice Requirements ( Continued)
2.01.25 x. Music on Hold 5 Yes
2.01.26 y. Messaging On Hold 5 Yes
2.01.27 z. Ringing pattern 5 Yes
2.01.28 aa. MS Teams connector 5 Yes
MS Teams SubApp is available, and we are delighted todiscuss. System configuration is included as quoted, however the City should discuss supportability and ensure they are happy to work with the software sub-app.
2.01.29 ab. Emergency Button 5 Yes Emergency button canbe configured as hot dial as long as other systems are involved toreceive messages
2.01.30 ac. CallParking 5 Yes
2.01.31 ad. Call Log (incoming/outgoing, # of minutes, date) 5 Yes
2.01.32 ae. Automatic CallBack 5 Yes Callbacks are now included in WebEx Calling.
2.01.33 af. ADA Compliance 5 Yes
2.01.34 ag. Language options 5 Yes
2.01.35 ah. Speed dial multiple phone lines 5 Yes
2.01.36 ai. Call Recording capabilities set by administrator 4 Yes Basic Call recording is included, but full compliance recording would have tobe purchased separately and can be integrated with with additional configuration. We have excellent Compliance- Ready Call Recording system options that we arehappy todiscuss withthe City upon request.
2.01.37 Solution will allow users to work remotely without any disruption. 5 Yes
2.01.38 Solution will allow seamless forwarding to otherlines in the system or outside the system, including mobile numbers 5 Yes
2.01.39 Solution will work bothinan office environment orwhile telecommuting/ performing remote work 5 Yes
2.01.40 Solution includes integrated voicemail 5 Yes As longas allquoteditems arepurchased
2.01.41 Solution will include a Softphone app that will work on a mobile phone and desktop 5 Yes
2.01.42 ProposedSoftphone app is compatible withWindows, Mac, iOSandAndroid platforms 5 Yes
2.01.43 Solution will include existing equipment inventory retirementandhaul out 2 Yes Decommission, retirement, andE-Waste oftelephone handsets are quoted. Infrastructure removal and E-Waste will require additional discussion andeffort.
2.02.00 Voice Mail Feature Requirements
2.02.01 a. Automated attendant capabilities 5 Yes
2.02.02 b. Broadcast message options 4 Yes
Somepagingability is included, however, fullPaging functionality is available asaseparateadd-on, and wearedelighedtospeak withthe City about anappropriate solution which we have rolled out in multiple other clients.
2.02.03 c. Message notification to both phone and email 5 Yes
2.02.04 d. Voice to text 5 Yes
2.02.05 e. User messages storage and delete options 5 Yes
2.02.06 f. Fax messaging capabilities 5 Yes
2.02.07 g. User changeable passwords 5 Yes
2.02.08 h. Personalized Greetings 5 Yes
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Appendix IV: VoIP Voice Requirements ( Continued)
0 08 h. PersonalizedGreetings 5 es
2.02.09 i. Prerecorded Greetings 5 Yes
2.02.10 j. Personalized menu within users mailbox 5 Yes
2.02.11 k. Captures the callerID information 5 Yes
2.02.12 l. SMSIntegration (text messaging) 5 Yes Key element is "Does the City's chosen PSTN solutionsupportthis?" Any CCP/Integratedsolution werecommend will support as quoted.
2.02.13 m. System security capabilities 5 Yes
2.02.14 n. Choices for message delivery markings 5 Yes
2.02.15 o. Ability forcallerto zero out of the voicemail system 5 Yes * rather than0
2.02.16 Solution offers unified messaging through M365 and/ or Teams Integration 5 Yes
2.02.17 Solution offers voice mailbox size limits, backup & retention 5 Yes
2.03.00 Maintenance & Warranty
2.03.01 Solution will include post implementation support details 2 Yes Yes if support agreement is purchased.
2.03.02 Solutionwill include support service level agreements (postimplementationSLA's for severity levelandresponse times) 2 Yes Yes if support agreement is purchased.
2.04.00 HardwareRequirements
2.04.01 Solution will include Single, Multiline andconferencing capable endpoints (provide description of models, capabilities and costs) 5 Yes
2.04.02 Solution will include new equipment provisioning 5 Yes
2.04.03 Solution will include standardwired telephone option(s) 5 Yes
2.04.04 Solution will include advanced wired telephone option( s) 5 Yes
2.04.05 Solution will include basic courtesy wiredtelephone option(s) 5 Yes
2.04.06 Solution will include wireless handset option(s) (currently used in fleet shops) 5 Yes
2.04.07 Solution will include wireless headset option(s) 5 Yes
2.04.08 Solution will include Conference Room Station option(s) 5 Yes
2.04.09 Solution will include warranty, on-site spare endpoint inventory, replacement 5 Yes 1st Year warranty includes handset replacement. Additional support options areavailble. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 18 Request for Proposal
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Requirement Description Vendor Response
0-5)
Is Functionality
Included in Price?
Yes/ No)
Vendor Notes
3.00.00 General Requirements
3.01.00 Project Management Requirements
3.01.01 Solution will include an assigned Project Manager 5 Yes
3.01.02 Solution will include a marketing and communications plan for City staff 5 Yes
3.01.03 Solution will include a Project Plan/Schedule 5 Yes
3.01.04 Solution will include techniques to avoid roll out delays/ stall outs 5 Yes
3.01.05 Solution will include detailed testing and acceptance methodology plan and timeline 5 Yes
3.01.06 Solution will include weekly project status meetings 5 Yes
3.01.07 Solution will include issue escalation 5 Yes
3.01.08 Solution will include vendor system and device demonstrations 5 Yes
3.02.00 Training
3.02.01 Solution will include user/admin training plan 5 Yes
3.02.02 Solution will include in-person and/or online training 5 Yes
3.02.03 Solution will include manuals and materials associated with the phones and software. 5 Yes Appendix IV: VoIP Implementation Requirements
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Section 6. Proposed Solution
Solution Overview
e360 understands the City’s requirements to replace its current telephony environment with a new Voice Over Internet Protocol ( VoIP) solution providing long-term communication support. Our proposed Cloud- hosted solution meets these requirements by offering:
High flexibility for City users/employees, allowing a common experience, whether the employee is stationed in the office, across offices, or from an out-of-office location when circumstances and business needs require.
Solid, robust, proven reliability and survivability for emergency and critical services employees that offer functionality even in adverse network or connectivity- impacted situations, utilizing a defense- in-depth survivability strategy
Specifically, our Cisco Cloud solution provides a Webex Calling Instance for most of the City’s users/employees and Webex Calling Survival for the City’s emergency and critical services workers. Cisco’ s unique “ under one roof” interconnectivity and call routing facilitates this with a key set of advantages:
Guaranteed and underwritten connectivity through a single Original Equipment Manufacturer ( OEM).
Licensing and vendor management under a single, managed contract. e360 will deliver this Cisco Cloud solution to the City by applying a structured project management methodology in the following phases:
Assessment and Planning: We will conduct a comprehensive evaluation of the City’s current systems and infrastructure to develop a tailored migration strategy.
System Design: We will create a detailed design plan specifying the architecture, hardware, and software components of the new telephony system.
Implementation: We will install and configure Cisco phones, ensuring seamless integration with existing systems and network infrastructure.
Project and Change Management: We will implement structured project and change management methodologies to facilitate smooth transitions, minimize disruptions, and ensure stakeholder alignment.
Deployment and Training: We will execute the deployment plan and deliver extensive training sessions for end-users and technical administrators.
Support and Maintenance: We will provide full life cycle managed services, including ongoing support, monitoring, and optimizing the telephony system.
Functional Requirements
Hardware
e360 recommends the user hardware described below to fulfill the City’s business needs for this project. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 20 Request for Proposal
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Phones
Courtesy Phones — The Cisco 7811 phone offers a balance of low cost and basic functionality for lobbies, breakrooms, and other occasional- use areas. It provides one programmable line and delivers advanced IP Telephony features and crystal- clear wideband audio performance to deliver a solid basic voice communications experience. ( For more details, see the Cisco 7800 Data Sheet in Appendix A) Desk Phones — Desk phones from the 7800 and 8800 series provide an excellent balance of functionality and value for the following user personas:
o Standard Users: The Cisco 7841 phone, which has four programmable lines, provides advanced IP Telephony features and crystal- clear wideband audio performance to deliver an easy-to-use, fullfeatured voice communications experience for standard users. (For more details, see the Cisco 7800 Data Sheet in Appendix A).
o Advanced Users and Reception Multiline Users: The Cisco 8851 is a five-key advanced businessclass collaboration phone that combines high-fidelity, reliable, secure, and scalable VoIP communications. Users can configure keys to support either multiple directory numbers or calling features such as speed dial. Users can also boost productivity by handling multiple calls for each directory number using the multi- call-per-line feature.
Fixed- function keys give one-touch access to applications, messaging, and directory, as well as often-used calling features such as hold/resume, transfer, and conference. A five-way navigation cluster helps users transition through menus more easily. Backlit acoustic keys provide flexibility for audio path selection and switching. ( For more details, see the Cisco 8851 Data Sheet in Appendix A)
Reception Multiline Users have the 8851 Key Expansion Module attached, which adds 14 physical keys with access to 14 additional keys using the page keys, for a total of 28 additional keys. The 8851/ 61 Key Expansion Module will be provided with a footstand and connected directly to the base device in the traditional side-by-side fashion. ( For more details, see the Cisco 8851/61 Key Expansion Module Data Sheet in Appendix A) o Desk Phones Special Note: All desk phones offered have configurable softkey options to allow an emergency call button as per the City’ s requirements.
Conference Phones — The Cisco 8832 provides users with easy-to-use audio conferencing with astounding voice quality and clarity. Internal and optional external microphones and loudspeakers provide the richest sound of any conference phone on the market. Cisco’s unique acoustic design includes a studio- monitor” full-range speaker.
o This loudspeaker architecture provides a dynamic, detailed sound with low distortion and lowfrequency clarity, making conferencing an in-person experience with exceptionally clear and natural audio quality. It provides a simple, flexible, scalable solution that meets the challenges of the most diverse rooms. With the base unit alone, it provides 360-degree coverage for any 20x20-foot room and up to 10 participants.
o With the optional wired extension microphone kit, it covers any 20x34-foot room and up to 22 participants. With the optional wireless extension microphone kit (using Digital Enhanced Cordless Telecommunications [ DECT] technology), it covers any 20x40-foot room and up to 26 participants. o With a daisy-chain configuration of two 8,832 units and the optional wireless extension microphone kit, it covers up to a 20x57-foot room and up to 42 participants. It is ideal for executive offices, conference rooms, and boardrooms. ( For more details, see the Cisco 8832 Data Sheet in Appendix A)
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Wireless Phone Users — The Cisco 840 delivers enterprise- grade VoIP via wireless, handheld devices.
These use common enterprise voice features like conference, transfer, and call park. They support all common WLAN standards and are bundled with chargers and batteries. ( For more details, see the Cisco 840 Data Sheet in Appendix A)
o Note: The City may want to review its wireless telephony strategy. e360 would be happy to discuss options to use an iOS or Android- based soft client. This client can fully utilize available cellular connectivity rather than requiring an active Wireless LAN connection. This functionality is included in the existing licensing proposed for the City.
Headsets — The Cisco 500 series, notably the Wireless ( 560 series) and Wired ( 520 series), provides an excellent balance of enterprise- class audio and connectivity and manageability, as they are visible and manageable through Webex Control Hub. (For more details, see the Cisco 500 series Data Sheet in Appendix A)
Gateways
e360 recommends a set of Cisco Gateways/ Routers, which will serve a dual purpose of providing interconnectivity with the City’s legacy systems and the City’s PSTN Service Provider while the City is in transition to an integrated SP and providing the City’s Webex Calling Survivability System ( WECS), which incorporates the capabilities of alternative internet interfacing, and site survivability in case of total Internet outage. These also provide the capability of defense- in-depth, notably they support:
5G Cellular Interface NIMs
StarLink interface capability
In addition to forming the WECS hardware backbone.
Proposed gateways include:
Large Site Gateway — Cisco 8300- 1N1S- 6T, with WECS software and CUBE functionality for system interconnection.
Medium/ Small Site Gateway — Cisco 8200- 1N-4T, with WECS software Medium/ Small Site Gateways are priced as example gateways, with final pricing dependent on the City and e360’s mutually agreed deployment model density.
Analog Voice Gateways
Depending on site sizing, e360 can offer the City numerous options for Analog Line connectivity. These options are largely dependent on site sizing and analog line density. They range from the VG420- 144FXS, which can accommodate a high density of 144 analog lines, to the ATA- 191, which provides two analog ports for smaller offices. Additionally, the WECS gateways provided for site survivability can have Network Interface Modules NIMs), which allow a small number of analog FXS and FXO ports, just in case a single, unitized solution is required.
Two Large Site Analog Voice Gateways are included. Small/Medium site Analog Voice Gateways are priced as example gateways, with final pricing dependent on the City and e360’s mutually agreed line and deployment model density.
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Software
Webex Calling system software is integral to the Webex Calling Solution. For additional software provided for the Webex Softphone Client, please see Section 7, Technology Overview.
IOS Software: The gateways described above will have the latest Cisco Safe Harbor IOS release installed, along with the DNA Network Advantage software set licensed and installed.
Reporting Capabilities
Webex Calling’ s robust set of reporting capabilities includes a reporting interface accessed through Webex Control Hub and Webex Analytics.
Webex Control Hub offers the following reporting capabilities:
Calling Engagement Report — One entry for every call made or received using Cisco Webex App, Webex Calling App, or Cloud Registered Endpoint within the selected date range. If a user hasn't had any activity during a certain date, then those dates don't show up in the report.
Calling Detailed Call History — Detailed call records for all calls made using Webex Calling. This is one of the principal reports used, and we provide an example report in the Appendix of this response. It is a comprehensive, mineable Call Detail Record history that allows a full perspective on calls for forensic or statistical purposes.
Call Queue Stats — Report for Call Queue.
Call Queue Agent Stats — Report for Call Queue by Agent. This allows detailed tracking of Agent performance.
Auto-Attendant Stats Summary — Report for Auto Attendant. This provides a view of how the City’s Auto-Attendants are working overall.
Auto-Attendant Business Hours Key Details — Report for Auto-Attendant Business Hours Key Details.
Auto-Attendant After Hours Key Details — Report for Auto-Attendant After-Hours Key Details.
Note: Further detailed and add-on solutions are available from our registered Third-Party Partner solutions, including Variphy and Imagicle.
Webex Analytics provides a rich set of system analytics, ranging from an at-a-glance dashboard to a detailed call view with the capability to:
Media Quality and User Experience — Drill down to call quality by loss, jitter, and delay; viewable by call leg, service provider, location, media type, codec, quality score, reliability, and uptime.
Detailed Call History Dashboard — Review real-time statistics; drill down to call-by-call analysis.
Call Queue Performance Dashboard — Review real-time statistics; drill down to call-by-call analysis.
Auto-Attendant Dashboard — Drill down to call-by-call analysis.
See Figures 1 and 2 on the following pages.
For full details on Webex Calling Analyzer, visit:
https:// help. webex. com/ en-us/article/ frj1efb/ Troubleshoot- Webex- Calling- Media- Quality- in-Control- Hub 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 23 Request for Proposal
Enterprise Phone System Replacement
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Webex System Analytics
Figure 1 – Webex Analytics
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Webex System Analytics
Figure 2 – Webex Analytics
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Conditions/ Assumptions
The City shall provide VPN access to its network and collaboration infrastructure.
SP or Carrier information and account team access are required.
Solectron IVR, or other third-party IVR, is specifically excluded from the scope.
Contact Center functionality is specifically excluded from scope and is the subject of a separate RFP.
The City shall provide full administrative access to Webex Control Hub.
The City shall be responsible for all Microsoft licensing.
The City shall ensure that all information and documentation provided to e360 ( e.g., configurations, designs, diagrams, workflows, and other potential information and documentation) are up-to-date and accurately represent the City’s current environment. e360 services are based upon information provided to e360 by the City before service kickoff.
The City shall ensure that contracts with its own vendors and third parties ( such as internet service providers or hosting facilities) are fully executed and reflect the correct terms and authorizations necessary for e360 to successfully fulfill the services within this scope of work. In addition, the City shall be responsible for all payments to and the work performance of all non-e360 entities assigned to or working on this service under this scope of work.
The City shall nominate or assign key staff to be available during the agreed configuration sessions to facilitate City Admin staff knowledge and capability.
The City shall ensure key personnel are available to participate during the service duration to provide information and to participate in scheduled information- gathering sessions, interviews, meetings, and conference calls, as required.
Public Switched Telephone Network ( PSTN) Service Provider Interface ( SPI) is the complete responsibility of the City, unless a Cloud Connected Partner ( CCP) solution is set up and managed.
Network and firewall provision is the full responsibility of the City’ s team.
Dial plan integration needs to be specifically achievable using available number ranges; otherwise, e360 will work with the City to assign new number ranges and steering digits. This plan applies to both internal extensions and Direct Inward Dialing ( DID).
Active Directory ( AD) and Desktop integration readiness are the full responsibility of the City's team. e360 will not re-engineer Microsoft host integration, including AD Exchange and calendaring.
The City assumes full responsibility for readiness and suitability of any Single Sign-On (SSO) and Multifactor Authentication ( MFA) effort or integration.
The City will be responsible for any security certificates for acquisition and funding.
The City will work with e360 and take full responsibility for internal and external DNS A and SRV records. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 26 Request for Proposal
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System Reliability and Uptime
Webex Calling offers SLA-based 99.99% committed uptime. For additional SLA Information, visit https://www.webex. com/your-phone- system- in-the-cloud.html In addition, Webex Calling provides an excellent external uptime indicator, at:
https:// status. webex. com/ commercial/ status? lang= en_US Figure 3 below presents a sample screenshot of system performance.
Figure 3 – Webex System Performance
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Project Management
Project Management Standards
e360’ s Project Management Organization ( PMO) aligns directly with the Project Management Institute ( PMI) and follows the guidelines and best practices specified in the Project Management Body of Knowledge ( PMBOK®). As a solutions and project-based organization, we believe project management is the foundation of every solution we deliver and continuously strive to reduce risk and enhance the client experience.
We provide our clients with the power of a full project management team. Our PMO holds prestigious certifications, including PMP, ACP, RMP, and CSM. Our team is highly skilled in communication, reporting, documentation, scheduling, and scope management to keep the implementation team focused on every aspect of the project. The results are a successful implementation executed on schedule and within budget. e360’ s Project Management Approach
We align our approach with several key principles to enable successful project implementation and maintain the highest level of quality service for our clients. The following principles will guide our approach to the City’s Enterprise Phone System Replacement project:
Project Planning — Led by a program or project manager serving as the primary point of contact, the e360 team will work with the City to set project goals and follow a step-by-step planning process to ensure alignment and effectively sequence our service delivery.
Task Management — e360 Project Team will create a detailed project plan with appropriate milestones to measure progress and keep the project team focused on short- term goals. Status reports will be maintained regularly to ensure tasks are being completed on schedule and within budget.
Risk Management — Risks are inherent in every project. e360 will work with the City during the planning and management phases of the project to effectively identify, manage, and mitigate any associated risks.
Change Management — e360’s change control procedure gives our project managers the flexibility to adapt to change without compromising the project’ s progress. Our project management team will work with the City to determine when changes/ change orders are required and validate next steps in the change management process.
Issue Management — e360 Project team will document and properly track each issue from identification through resolution. We will ensure that the appropriate resources are involved as issues arise and if suitable, held accountable for the resolution.
Resource Management — e360 believes that resources are the most critical component to any project. Our project managers are experienced in resource productivity and motivated to complete their assigned tasks on schedule.
Quality Management — From performance testing to user acceptance testing, follow-up calls, and enduser surveys, e360 will ensure that our professional services meet the City’s expectations, provide value, and result in a high degree of satisfaction.
Communication — Transparent and effective communication is critical in any project. At e360 we understand that for a project to be considered successful, the project stakeholders and team members must be kept informed of the progress and issues that arise over the duration of the project. Along with regularly scheduled status meetings, the project manager will create, distribute, and maintain a 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 28 Request for Proposal
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communication plan that will enable a smoother flow of communication among the project team. A status report will also be used to regularly communicate progress.
Project Phases
e360 follows PMI’s Five Processes of Project methodology. As detailed below, each step is equally important to successfully completing a project.
1. Initiating — e360 will provide a qualified program/ project manager to create a complete project plan that outlines the flow of the entire project. The focus will be on the planning phases to minimize disruption, provide a smooth and timely implementation, and manage costs.
2. Planning — e360 will focus on the City’s long-term goals and vision. A qualified project manager will work with City staff to focus on key objectives, define a clear set of deliverables aligned with goals and objectives, and evaluate the impact of any decisions on the project’ s vision. Spending time on planning, refining the scope, and communicating the expected benefits will help increase the likelihood of success. Once the scope is clearly defined, we will develop a Project Implementation Plan that clearly defines the project resources, responsibilities, expectations, performance metrics, schedule, and deliverables.
3. Executing — e360 will establish a project team with the appropriate resources assigned to each phase of the City’s project. We will hold a kickoff meeting to inform the project team and stakeholders of the expectations for the successful execution of the project and make sure they are involved.
4. Controlling — Once the project is in progress, control is paramount. e360’ s project manager will monitor and communicate progress through regular reporting of issues, risks, status, and constant verification of scope to ensure that the expected benefits remain valid and will be successfully delivered.
5. Closing — Closing out a project is just as important as planning and implementation. e360’ s project manager will ensure that the City and e360 agree the project is finished and that no additional work is required as a result. Once closed, the project manager will review the overall project and any documentation to ensure our successes can be repeated and any failures avoided.
Project Summary
e360 will work closely with the City to ensure successful project implementation. Our professional and technical resources are available to satisfy the project's needs with flexibility, efficiency, accountability, cost-effectiveness, consistent and thorough communication, and elevated quality standards.
Installation Services
Our methodology for migrating the City’s on-premise Private Branch Exchange to a Cloud-hosted solution involves the City’s RFP decision makers, operational leads, and the City contacts and prospective project managers who will be involved in the project. It aims to provide the City with the least downtime, the option to fall back to the existing system in the event of unforeseen issues, the most flexible training option, and the overall smoothest transition for the end users.
Our installation methodology is detailed in Section 9, Support and Maintenance. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 29 Request for Proposal
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e360 will partner with Integrated Technology for this phase of the project. Integrated Technology’ s address is 14771 Myford Road, Suite B, Tustin, CA 9278, and its primary contact is Stephen Miller. We have worked with Integrated Technology on previous projects where they provided services similar to those they will provide for the City.
Implementation Services
e360 will partner with Integrated Technology for this phase of the project. Our implementation methodology is detailed in Section 9, Support and Maintenance.
Maintenance
e360 offers a comprehensive set of post-implementation maintenance plan options in conjunction with Integrated Technology to meet the City’ s needs.
These are detailed in Section 9, Support and Maintenance, and include:
Level of service/ SLA
Support hours and availability
Detailed Service Offering
Warranty Information
Costs are broken out in Appendix V – Pricing Summary.
Section 7. Technology Overview
As part of e360’ s solution for the City’s Emergency Services business elements, e360 proposes a Cloud system incorporating a Webex Calling Solution with a Webex Calling Site survivability capability. We also recommend and propose a defense- in-depth strategy, focusing on multiple layers of resiliency, both internet- and site-focused.
The systems will be integrated locally and into the Public Switched Telephone Network ( PSTN) through redundant Cisco Unified Border Element ( CUBE) Session Border Controllers. e360 recommends and has quoted Cisco desk phones for city users needing desktop telephony. This solution also includes telephony soft- client capabilities for City users who do not need desktop telephony, or desire secondary calling functionality.
Below is the specific technology we will use for each item referenced in the Technology Overview section of the RFP.
1) Desktop platforms supported
For on-premise soft clients:
o Webex App, registered to the Webex Cloud
o Windows 10, 11, Windows VDI, Macintosh
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 30 Request for Proposal
Enterprise Phone System Replacement
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o RedSky Horizon Mobility is natively supported through the Webex App client for Webex Calling For Webex Calling Remote Users:
o Webex App, registered to the Webex Cloud
o Windows 10, 11, Windows VDI, Macintosh
o RedSky Horizon Mobility is natively supported through the Webex App client for Webex Calling 2) Current application version and update frequency – include service levels for uptime and issue resolution, and anticipated downtimes related to software updates/releases For Webex Calling, the current app version is 44.6; this will update to the current, latest supported version with hands- free automatic updates. These can be gated and controlled if desired. 3) Security Administration and user set-up
Users will be set up in Active Directory and synchronized with the Webex Calling Control Hub userbase.
Additionally, we will work with the City to integrate Single Sign On (SSO) and Multi-Factor Authentication MFA).
4) Skillset required for administration of system
Experience in administering Webex Calling ( Webex Calling Certification is recommended). 5) Planned lifecycle for all recommended hardware
For Cisco desk phones: All phones recommended are current mainline phone hardware releases. Based on Cisco’ s track record and stated end-of-life policies, we would anticipate at least six years of further support on all desk phone hardware.
6) Known shortcomings of the products recommended
All Webex Calling solutions and remote users of the on-premises Cisco UC Suite depend on successful Internet connectivity for normal operation. However, we propose a defense- in-depth strategy that uses gateway hardware to provide alternative connectivity to keep the Internet up. Site Survivability is provided for the City’s Webex Calling infrastructure so that calling functionality remains even in the most severe Internet outage.
Naturally any site appliances and desk phones do require power to continue operation. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 31 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
7) System Back- up, Redundancy, Disaster Recovery Services As the backbone of the defense- in-depth strategy, Cisco Webex Site Survivability is provided for 24 named sites, which will provide a functional survivable subset of features:
Cisco CUBE SBC gateway configurations may be backed up and restored if their Cisco Router hardware fails. Webex Calling and RedSky Horizon Mobility are both Cloud products with multiple layers of geographical and physical redundancy through vendor- managed datacenters. 8) Multiple Environments – number and types supported and how they are utilized As described above, the solution is a pure Cloud solution, providing full local survivability for Emergency Services- connected elements of City business, and therefore is a single, unified environment.
In addition, the City’s PSTN Connection will optimally be driven through Cisco or a Cloud Connected Partner; however, the solution can accommodate either a transitional or more permanent environment using the City’s current SIP PSTN Partner.
Section 8. Security
e360’ s proposed solution for the City offers best-in-class security features. These features are described below.
Webex Calling Security Features
As a managed Cloud solution, Webex calling will protect the privacy of the City’s and its users’ data through:
o No third-party sharing. Compliance with local, US, and international privacy standards, including GDPR, HIPAA, and PCI.
o Webex calling is fully certified and compliant with these standards:
o ISO 27001: 2013
o ISO/IEC 27017: 2015
o ISO/IEC 27018: 2019
Survivability Feature
Intrasite Extension Calling
Intersite and PSTN Calling (Inbound and Outbound)
E911 Call Handling
Attended Call Transfer
Blind Call Transfer
Inbound Caller ID (Name)
Inbound Caller ID (Name & Number)
Point-to-point Video Call
Shared Call Appearance
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o SOC 2 Type II for applicable trust services criteria for security, availability, confidentiality o SOC 2 Type II Privacy
o SOC 3
Cisco Webex Calling has a multilayer security model which incorporates the following security elements:
o Application Security
o Cryptographically secured administrative controls
o Physical and platform Datacenter security
o Platform- specific dedicated Cisco tools to raise the security capability to levels exceeding standards, using Cisco’ s Security Suite.
o Account info is protected through Microsoft Active Directory Authorization, Authentication, and Accounting AAA) services, driven through SAML 2.0 (using OAUTH2 for session keepalives). o AAA notably includes Multi-Factor and third-party IDP authentication, which supports various enterpriseclass IDPs like OKTA, Ping Identity, and others. o Control ( SIP) and Media ( RTP) traffic are fully encrypted, using a full range of TLS 1.2 (and 1.3) Cipher suites, including AES 256-bit and SHA-384-bit ciphers.
Administrative control uses Role Based Access Control in Webex Control Hub to provide minimum necessary access to users and administrators, again protected by the above AD/IDP login and secure access capabilities.
o All administrative logins and actions are logged.
Full details of Webex Calling Security are available at the link below:
o https:// www. cisco. com/ c/en/us/products/ collateral/ conferencing/ webex- control- hub/white- paper- c11- 743446. html
CUBE/ Session Border Controller Security Features
To interconnect the City’s Webex Calling users to the PSTN, e360 will provide two Cisco Unified Border Element CUBE) Gateways, which function as Session Border Controllers ( SBCs.) These have limited exposure to the Internet for Webex Calling and Service Provider PSTN SIP Trunk access and have a number of features protecting them, notably:
o CA SSL Certificate protected interaction with Webex Calling. o SSL Certificate protected connectivity to Webex Calling. o Tightly limited and controlled ports for PSTN access. o Administrative access is, as with the rest of the Management Servers, from inside the City’s Firewalled environment.
o Administrative logins are controlled through the above AD/IDP AAA. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 33 Request for Proposal
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City of Anaheim
Section 9. Support and Maintenance
Support and maintenance after completion of the Project implementation is offered as an optional add-on. e360 and Integrated Technology’ s support services and maintenance include the following options. 5-Star Premium Plan
2,070 Per Month ($24,840 annually)
Issued for Telephone System Maintenance at 26 City Sites Included Emergency response calls: 2-hour on-site response time, 24x7x365 support, including IT holidays, for City Hall and the Police Department.
Emergency events: 4-hour on-site response time for emergency events, 8 am–5 pm Monday through Friday, excluding California/ US public holidays, for all systems other than City Hall and the Police Department.
Emergency events can be determined by the City but are broadly defined as follows: 20% of station trunks inoperative, any SIP, PRI, or Telco outage, and any outage that directly affects key stakeholders such as senior executives or emergency operations personnel.
Routine service calls: The next business day, 8 am–5 pm Monday through Friday, excluding California/ US public holidays.
Provide 7x24x365 system monitoring of Cloud- hosted and on-site Survivable Gateways.
Vendor will keep in stock at its warehouse in Tustin, CA, at least one critical and/or major component part so that a failed component can be replaced within 2-4 hours of failure.
Provide full replacement of all failing hardware and software at no cost to the City excluding all station sets).
Replacement components will either be new or certified refurbished, be of equal or newer model/generation, have a one-year warranty and become the property of the City.
If any service affects any users or requires system downtime, it must be coordinated with the City and be done so causing the least impact on City users.
Install/apply any and all patches and software/firmware updates to local system hardware.
Perform off-site backups of all system configuration files.
Review systems’ history files for bugs and/or error codes and correct them at least monthly.
Perform quarterly survivability testing if required by the City.
Provide detailed service request for each service event when requested by the City.
Labor rates for services not listed will be billed at the most favored discount rate.
Provider will not disclose any information about the City’s systems to any third party. 20 hours per month of routine moves, adds, changes, deletes ( MACD) ( remote only).
Experienced technicians only to be assigned so support the City VoIP infrastructure.
Security audits, one per year, upon request.
Certificate Installations.
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 34 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Not
Included
Handset coverage is excluded which includes both hardware and labor to troubleshoot and or replace.
The City will be responsible for the labor cost of replacement of handset hardware physical device).
o This will require the City provide a “dedicated” telephony resource or utilize Contractor e360/Integrated) Labor to troubleshoot phone devices, procure replacement, reprogram user with new device information etc.
On-site MACDs ( Moves, Adds, Changes, and Deletes).
5-Star+ Premium Plan
6,385 Per Month ($76,620 annually)
Issued for Telephone System Maintenance at 26 City Sites Included Everything from the 5-Star Premium Plan.
Handset coverage is included. IT to locally stock spare handsets for NBD turn around.
Excludes misuse, abuse, liquid spills, drops. Covers normal (as excluded above) wear and tear. No need to purchase a Cisco hardware support plan, open TAC case, wait for RMA, shipping to and from. Phones will be hand- delivered from local stock. o Cisco provides a standard one- year limit on all hardware. This warranty coverage has a 10-working day return AFTER receipt of defective phone policy and does not cover on-site replacement.
o Cisco does offer multiple SmartNet plans, which do cover handsets but do not cover on-site replacement unless an additional support offering is purchased.
Both offerings are expensive and must be paid annually upfront.
Not
Included
On-site MACDs ( Moves, Adds, Changes, and Deletes).
Customer will be responsible for the cost of replacement of handset hardware ( physical devices).
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 35 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
7-Star Premium Plan
5,660 Per Month ($67,920 annually)
Issued for Telephone System Maintenance at 26 City Sites Included Everything from 5-Star Premium Plan.
8 Hours per week ( 32 hours per month) ( On-site MACDs ( Moves, Adds, Changes, and Deletes)
o Additional hours may be purchased at a special, agreed- upon, reduced labor rate as needed.
Not
Included
Handset coverage is excluded, which includes both hardware and labor to troubleshoot and or replace.
The City will be responsible for the labor cost of the replacement of handset hardware physical device).
o This will require the City to provide a Dedicated Telephony Resource or utilize Contractor Labor (SAIC, e360, other) to troubleshoot phone devices, procure replacements, re-program users with new device information, etc.
On-site MAC ( Moves, Adds, Changes, and Deletes).
7-Star+ Premium Plan
9,970 Per Month ($119,640 annually)
Issued for Telephone System Maintenance at 26 City Sites Included Everything from 5-Star+ Premium Plan and 7-Star Premium Plan Our most comprehensive plan other than a full-time on-site technician. With this plan, the City should not require a dedicated telephone support engineer and still have the flexibility to move and change users without additional costs unless the City exceeds the allotted hours. Any additional hours will be billed at the special, agreed- upon, reduced labor rate.
All other troubleshooting will be included as well as on-site parts replacement.
Not
Included
N/A
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 36 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Section 10. Implementation
Estimated Project Timeline
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 37 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Sales Model
As an experienced and accredited Value- Added Reseller ( VAR), e360 enhances the return on investment in original equipment manufacturer ( OEM) offerings by adding customized products and services to the OEM core products we sell.
This value is inextricably linked to our broad subject matter expertise, pre-sales engineering, post- sales consulting, problem troubleshooting and remediation, and other related products and services that complement our core products. Our thorough knowledge of a large portfolio of technologies allows e360 to fulfill, customize, install, test, and maintain solutions ranging from routine to extremely complex and integrated.
Installation Methodology and Approach
General Principles
e360 will follow Cisco technical recommendations and standards and meet the City’s outlined installation time frames.
Quality Control (Oversight)
We will test all aspects of the installation to validate the data before going into a production environment. During pre-installation validation and testing, e360 will:
Verify all sites that must have a Webex Calling Survivability ( WECS) gateway meet or exceed Cisco environmental requirements.
Ensure all sites have adequate Power Over Ethernet ( PoE) ports to power all new Hosted VoIP phones.
Verify an Ethernet Category 5 or better cable is available at every location where an IP Phone is to be deployed.
Open, inspect, and patch all phones, switches, and routers provided as part of the installation. Ensure they are not damaged and fully operational.
Create Test Plans and work within the framework of the Training Plans addressed in Section 11, Training Plan. Review for thoroughness and correctness.
During post-installation validation and testing, e360 will:
Perform functional testing.
Perform failover/ survivable testing.
Ensure all systems recover as expected.
Document any issues or anomalies
o Correct, address, or notify any unforeseen issues with the customer to ensure that the project is ready for acceptance/ sign-off.
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 38 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Implementation Methodology and Approach
The City has requested a VOIP solution to migrate all its existing stand- alone or network CPE communications systems. Therefore, The City’s primary communications solution will be deployed in the Cisco Hosted Webex Cloud.
Prerequisites
Prerequisites for the Implementation phase of this project include:
Overall project lead point of contact
A full, detailed network diagram
DHCP Server Information
911 Information
Detailed IP addresses and subnets ( location- based 911) Site Addresses ( to be reported to PSAP for proper call routing) Local” main telephone number ( to be reported to PSAP)
Nominated site contacts
For on-site access, general site related questions
Site access hours
For installation, cutover, and follow- up
Users listed by site
Site Webex Calling Survivability ( WECS) Installation Site Location ( sites to be survivable) Power
Ground
PC operating system inventory and information
List of servers or tools the City uses to distribute software, patches, and/or updates The City’s methodology for distribution ( SCCM, Intune, or what is used) Office 365 information
o Create test user accounts
o Create Admin account to verify user information, licenses, and exchange configuration. Can be Read Only or Help Desk roles but must be able to access Office 365 and Azure Remote Access
Local VM for access to tools, testing, remote access of on-premise equipment Sufficient PoE ports at all sites
Category 5 Ethernet or better station cable run to IDF where PoE is installed for each VOIP phone to be installed
Proper environmentals ( space, connectivity, HVAC, etc.) for sites where survivability is required Available rack space
Uninterruptible Power Supply ( UPS) availability
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 39 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Pre-Implementation Tasks
During Pre-Implementation, e360 will:
Meet for Voice Network Discovery
Meet for implementation planning
Meet for training planning
Make an on-site visit to ensure all sites meet the prerequisite requirements Create a testing procedure
Activate the training plan
Create/ provide the City with user guides and training documentation Setup Remote Access
Gather PBX and User Data
Order Hardware
Receive and inspect all WECS equipment and modules
Provide the City with e360 key personnel, support contact options, and outline support engagement procedures
Implementation Procedures
During Implementation, e360 will:
Stage and software upgrade for all agreed gateways
Stage and firmware upgrade for all desk phones
Gather PBX, user, and network Information
Deploy Pilot Hosted Instance in Cisco Cloud with a minimum of 100 “Spare” DIDs Install WECS gateways at City Hall and the police department Connect the existing Nortel/Avaya PBX to SRST
Set up CDP
Make test calls between hosted and on-premise phones
Install remaining WECS gateways at the survivable sites Follow the testing procedures outlined in the testing section of this section Provide the City with Softphone user applications or links to download Work with the City to deploy the Webex App application on 5 PC/Workstations and 5 smartphone devices the City will be responsible for the remaining devices) Microsoft Teams integration is available in several different options. e360 will discuss with the City the most appropriate and supportable options and tailor the scope of the implementation to fit Integrated hosted voice mail with email system ( Office 365) as necessary Begin site cutover
Perform One Time Number Port (1st Site’s DID Range)
Cut over 1st “ Small” site as test of process ( Library such as Hasket or Euclid) Port all Library DIDs to Hosted
Cut over the remainder of library sites
Cut over the first non-Avaya fire stations ( these sites are not on the City PBX and, therefore, only have local POTS lines, these lines will be connected to the local WECS) Cut over remaining Non-Avaya fire stations
Port All DIDs of fire stations
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 40 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Cut over Avaya fire stations
Cut over miscellaneous locations such as Museo, Carnegie, and North Court Cut over larger City remote sites (Public Works)
Port All DIDs of previous sites as well as utilities
Cut over utilities Lewis, Lenain, and remote substations Port all PD DIDs
Cut over PD remote sites West Anaheim Youth, Family Justice, and Hilo Pad Cut over PD HQ
Cut over City Hall East Floor by floor
Cut over City Hall West Floor by floor
Port all remaining DIDs
Database Implementation Tasks
e360 will:
Create a database to include an end-user’ s:
o Current extension
o Future extension
o DID if assigned
o Cell phone number
o Email address
o Physical address
o Features and/or integrations to be assigned
o The location where their phone is to be installed
o Any other information required and outlined during the discovery phase of the project. This will be used to program the database and map users to MAC addresses, 911 information, and other miscellaneous installation tasks.
Test import of LDAP, and MAP fields, and integrate the Cisco database Modify database as necessary
Export and provide to the City for review
Modify as required
Backup
Rollback Option
A key option of our methodology is the ability to roll back to the existing solution should any unforeseen or unacceptable issues arise during the cutover portion of the project. This includes:
Creating a CDP/UDP environment
o Leveraging ability to make both systems act as one giant PBX e360 can seamlessly migrate users or sites from one solution to another. Should a location not have available Cat 5, no PoE, etc., that user can be left on the old solution and migrated after the fact.
Should a PoE switch not be able to provide adequate power after connecting multiple IP phones, the old phones can simply be left in place or put back.
As part of the implementation process, the plan is to leave all existing handsets on users’ desks for 24-48 hours after the site’s migration should rollback be required. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 41 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Testing
Testing will include Functional feature testing and Redundancy testing. The final testing plan will be created during the discovery process and then performed at various stages of the installation. This will include:
The initial deployment of the hosted database
Installation of each WECS
Placement of the first IP phone at each location and at the conclusion of the migration of each site with a WECS Gateway installed
Any failures or issues will be documented, corrected, or addressed prior to moving to the next site as outlined previously
Post-Implementation Tasks
In conjunction with RFP Section 13, Documentation, e360 will:
Provide MAC addresses, serial numbers, and a full inventory of the hardware installed Provide the location of the software that may have been downloaded during the installation process Include the location of backups of any systems, user data, and recordings Provide a list of any automatic jobs that are scheduled, such as backups and archives Request signoff of completion of project
Begin maintenance support
Vendor Roles and Responsibilities
Vendor Roles and Responsibilities – e360 and Integrated Technology ( IT) e360
Name Role Primary Responsibility Secondary
Responsibility
Interfaces
with
Alex Lewis Account Manager Overall escalation Point of Contact e360 The City
IT
Judy
Ramos
Engagement
Manager
General project oversight e360
The City
IT
Project Manager Manage the project and provide general
oversight
e360
The City
IT
Bill
Cozzens
Principal Architect Assist with overall design planning, training, and documentation
e360
The City
IT
Chris
Phillips
Principal Architect Work with Bill and Beda on the overall design and planning
e360
The City
IT
Beda Jain Sr. Consultant Work with Bill and Chris on the overall design and planning
e360
The City
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 42 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Recommended City Project Roles and Responsibilities
e360 projects the following City professionals for successfully delivering this engagement. Personnel may change due to unforeseeable circumstances.
Vendor Roles and Responsibilities – e360 and Integrated Technology (IT) IT
IT
Bill Kosan IT Project
Manager
Coordinate the Installation Team with
e360. Manage Installation Resources
by planning and executing project
delivery.
Reports to
e360
Project
Manager
Stephen
Miller
IT Sr. Deployment
Engineer
Assist with the overall design, customer
technical data gathering, installation
planning, testing, and troubleshooting.
Assist with
Installation phase
project
management
e360
The City
Josh
Kjorvestad
IT Voice - UCCE Lead engineer for all phases of the
voice deployment
IT
e360
The City
Salvador
Cerecedes
IT Sr. Integration
Engineer
On-site meetings, data gathering,
integration with existing PBX, functional
testing, site visits interacting with both
the City and Sr. Cisco Engineer
responsible for database deployment.
IT
e360
The City
Salvador
Cerna
IT Certified
Network Engineer
Deploy and maintain all Cisco hardware
at the project location.
Testing and
troubleshooting
IT
e360
The City
Adam
Cerecedes
Certified Software
Firewall Engineer
Work with the City to configure
firewalls/ security requirements and
address any security- related issues.
Program and
testing of Cisco
deployment
IT
e360
The City
Role Primary Responsibility Interfaces
with
Executive
Sponsor
Available and able to make decisions on activities
that are escalated
The City
e360
IT
Project
Owner
Identify and assign proper resources to support the
engagement as needed. Responsible for key
decisions regarding the project and escalating
activities as necessary.
The City
e360
IT
Project
Manager
Project management and oversight The City
e360
IT
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 43 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Quality Assurance Approach
Ensuring the highest quality standards in our projects is a fundamental aspect of e360’ s process. Our Quality Assurance ( QA) approach is meticulously designed to deliver exceptional outcomes that meet or exceed customer expectations.
This approach is structured around key components: quality planning, control, assurance, design and deployment architectural oversight, and continuous improvement, supported by robust reporting and transparent communication.
Additionally, our project team:
Conducts extensive testing at various stages of the deployment process, including unit testing, system integration testing, and user acceptance testing. We utilize methodologies to identify and address potential issues before they impact the end-user experience.
Consists of highly skilled and certified technicians with extensive experience in telephone solution installations. Continuous training and certification programs ensure our technicians are up to date with the latest industry standards and technologies.
Implements multiple quality control checkpoints throughout the deployment process to verify that each component meets our stringent quality criteria. These checkpoints include hardware inspections, software configuration reviews, and performance evaluations.
Maintains open lines of communication with our clients throughout the deployment process, ensuring transparency and responsiveness to their needs. Post- deployment support and training are provided to ensure clients are fully satisfied and confident in using their new telephone solutions. e360 Quality Planning will lay the foundation of our project by setting clear objectives and establishing the standards and processes required to achieve them. e360 Quality Control will involve regular inspection, risk tracking, defect tracking, and corrective action to maintain desired quality levels. e360’s QA will focus on our auditing processes, fostering continuous improvement, and providing necessary training to enhance team skills and knowledge.
Lastly, our e360 Communication and Reporting strategy will ensure transparency and keep all stakeholders informed regarding quality objectives, progress, and any required improvements. By fostering open communication and frequent feedback, we maintain a collaborative environment that supports continuous quality enhancement.
This comprehensive QA approach ensures that quality is integrated into every phase of an e360 project, from planning to execution and delivery, ensuring that the final product meets or exceeds customer expectations.
Communication Plan and Approach, Change Management, User Adoption Strategy and Sample Plan
e360 will work closely with the City to ensure successful project implementation. Our professional and technical resources are available to satisfy the needs of the project with a combination of flexibility, efficiency, accountability, cost-effectiveness, consistent and thorough communication, and elevated quality standards. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 44 Request for Proposal
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City of Anaheim
e360’ s PMO follows a strict Project Management methodology. Aligned directly with PMI, our team has extensive experience managing client relationships across the project lifecycle.
Our approach includes:
Initiation: e360 will establish a clear communication strategy, understand client needs, and set appropriate expectations.
Implementation: e360, in close coordination with the client, strives to ensure seamless execution through clear communication, frequent updates, and proactive and prompt addressing of risk and issue concerns.
o Task Management — e360 will create a detailed project plan that includes appropriate milestones to measure progress and keep the project team focused on short-term goals. Status reports will be maintained regularly to ensure tasks are being completed on schedule and within budget. o Risk Management — During the project' s planning and management phases, e360 will work with the City to effectively identify, manage, and mitigate any associated risks. o Change Management — Our change control procedure gives project managers the flexibility to adapt to change without compromising the project’ s progress. e360 Project Management will work with the City to establish Change Management Guidelines following the client’ s Change Control process. We support clients through project transitions/ phases with structured plans, training if required, and continuous support.
Environmental/ Technology Changes: If environmental/ technology changes will result in downtime/ outage, a plan will be put in place to address these changes during an appropriate time frame, such as maintenance windows or off hours, and depending on the schedule and availability approved by the City.
Scope/ Price/Schedule Changes: If changes to scope, price or schedule are required and agreed upon, e360 will work proactively with the appropriate stakeholders to define changes required, develop a Change Order, and obtain necessary approvals. o Issue Management — e360 will document and properly track each issue from identification through resolution. e360 will ensure that the appropriate resources are involved as issues arise and, if suitable, held accountable for the resolution.
o Resource Management — e360 believes that resources are the most critical component of any project. Our project managers are experienced in resource productivity and motivated to complete their assigned tasks on schedule.
o Quality Management — From user adoption to performance testing, acceptance testing, follow-up calls, and end-user surveys, we will make sure that our professional services meet the City’ s expectations, provide value, and result in a high degree of client satisfaction. o Communication — Transparent and effective communication is critical in any project. e360 understands that for a project to be successful, the stakeholders and team members must be kept informed of the progress and issues that arise throughout the project. Along with regularly scheduled status meetings, the project manager will create, distribute, and maintain a communication plan that will enable a smoother flow of communication among the project team. A status report will also be used to communicate progress regularly.
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Enterprise Phone System Replacement
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Controlling — Once the project is in progress, control is of the utmost importance. e360’ s project manager will monitor and communicate the progress through regular reporting of issues, risks, status, and constant verification of scope to ensure that the expected benefits remain valid and will be successfully delivered.
Closing — Closing out a project is just as important as planning and implementation. e360 will ensure that our clients and e360 agree that a project has finished and that no additional work is required as a result.
Once closed, the project manager will review the overall project and any documentation to ensure that our successes can be repeated and any failures avoided.
This holistic and proactive approach will ensure client satisfaction and project success.
Section 11. Training Plan
e360’s training plan for the City will include Administrator and User Training. Note that e360 may engage a Cisco- accredited training partner to deliver some or all of the training content to the City.
Administrator Training
e360 will provide two days of Administrator Training, each lasting eight hours. The first day of training will include three sessions of Webex Calling Administrator Training and will focus on:
Accessing the Administrative Interface of the System
Using Control Hub to manage the system
User Management
Administrator Management
Calling Features Management
The second day of training will include three sessions of Webex Interconnection Administrator Training and will focus on:
Moves, Adds, Changes, Deletes ( MACDs)
Failover and Webex Calling Survivability
System restoration and recovery
Accessing Technical Support both from Partner and Vendor Sessions will be delivered remotely to groups of two and eight administrators, who have Administrator privileges on the City’s new phone systems. e360 will record these sessions at the City’s request.
User Training
e360 will provide User Training to the City’ s system users. e360 will offer four sessions of two hours each, with one session recorded. The sessions will be structured as follows:
Pilot user/Champion Group Training — This session will focus on City senior- level users who expect to be a resource for others.
General User Training — These two training sessions will be delivered remotely.
Video Training— We will provide the City with this training as an MP4 file for unlimited distribution among the City’s phone system users.
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Quick Start Guides
e360 will also provide two separate Quick Start Guide references ( one for each type of calling and similar to what is presented in Figure 4 on the following page) in PDF format, for unlimited distribution to the City’s phone system users.
Cisco Webex App Quick Start
Figure 4 – Webex App with Calling
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Section 12. Testing Plan
Cisco Webex Calling Deployment Sample Test Plans
e360 proposes the following as a sample test plan and methodology. Once the final solution details are chosen, e360 will design and agree on a mutually accepted test plan and methodology. Multiple iterations on how calls can flow and a number of PSTN options are on the table, so that is a key detail to be agreed upon.
Sample Tested Call Flows
Test Bed 1
Webex Calling Queueing test bed handles the following types of call flows:
Cisco Webex Calling call flow (Webex Calling), where the call arrives at Site1/Site4 but is handled by test users at Site2, Site3, and Site7.
Parent and child call flow where the call comes into the parent sites at Site1/ Site4 and is handled by test users in the child site at Site12.
Cisco Outbound Option ( Outbound Option) call flow where the call is handled by dedicated test users in Site5.
Cisco Webex Calling Mobile Client ( Webex App on iOS/Android) call flow where the call is handled by Webex App clients registered to the Webex Calling Cloud.
Test Bed 2
Cloud- Representative Call Flows. e360/ City Call Flow choices will dictate the final test plan.
This space intentionally left blank
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Webex Calling Datacenters
Each Webex Calling Datacenter hosts call routing functions and provides provisioning interface access to Webex Calling. See Figure 5 below.
The datacenters also host the access and peering Session Border Controllers ( SBCs). The access SBCs terminate all customer- facing SIP connections from Local Gateways, endpoints, and soft clients, and the peering SBCs terminate the SIP peering connections to SIP service providers. Load balancers and other network functions are required to build a scalable, redundant datacenter architecture are also part of each Webex Calling datacenter.
See Figure 6 below.
Figure 5 – Webex Calling’s Functional Elements
Figure 6 – Webex Calling’ s Functional Elements
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Figure 7 above shows that the selection of PSTN type (Cisco Calling Plan, Cloud Connected PSTN, or Premisesbased PSTN can be configured per location. While devices in Location A use Cisco Calling Plan for PSTN access, the devices in Location B use a trunk to a Local gateway. The Cloud-Connected PSTN is not shown in the picture.
In addition to providing PSTN access, a Local Gateway can also connect Webex Calling with an on-premises call control instance. To accomplish this, the Local Gateway must be connected to the on-premises call control instance via SIP.
Calls between different Webex Calling customers ate always routed through the PSTN via the configured PSTN choice ( Cisco Calling Plan, Cloud Connected PSTN, or Premises- based PSTN) to meet legal requirements.
Multiple PSTN Providers
A Webex Calling customer is not limited to using only a single Cloud Connected PSTN provider or Cisco Calling Plan for PSTN access. Unique Cloud Connected PSTN providers can be selected for different Webex Calling Locations to include geographical presence of the provider in case of multi-national deployments and tariff structure, for example.
Figure 7 – Webex Calling’ s PSTN Selection Type
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Figure 8 above shows an example where each location uses a different PSTN choice. While PSTN services for Location A are provided using the Cisco Calling Plan, two different Cloud Connected PSTN providers are used for Locations B and C. The PSTN choice used for a given call depends on the source (location) of the Webex Calling call. No other attributes related to the call affect the PSTN selection, not even the called address.
Test Bed 3
Sample Remote Site Registration, of which the final test plan will be built around, is an example.
Local Gateway Registration
Local Gateways use authenticated and registered SIP trunks for the connection to Webex Calling.
See Figure 9 on the following page.
Figure 8 – Webex Calling’ s Alternate PSTN Type
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The Webex Control Hub, as part of the provisioning process of a trunk, provides connection parameters and digest credentials for SIP authentication. These SIP/TLS (SIPS) connections are only initiated from the customer’ s network ( from endpoints and Local Gateways) to Webex Calling. No inbound connections need to be configured on the enterprise firewall because SIPS connectivity between the enterprise and Webex Calling is only outbound.
The deployment is referred to as “Registration- based trunk.” Other options, such as “Certificate- based trunk,” are not covered in this document.
Test Bed 4
Although the City has indicated that it wants a “Hosted” option, we are aware that other options are available to the City. In this case, upon discussion and agreement, the City can host part of the solution inside of its datacenter ( this is NOT QUOTED) instead of being fully deployed in the Cloud. This would then require a different testing plan.
See Figure 10 on the following page.
Figure 9 – Local Gateway Registration
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Figure 10 above shows that the City’s Datacenter would host the virtualized Gateways. The dial peer-based call routing configurations of each individual customer can be combined on a single CUBE. Separation of traffic between customers ( PD and City Hall) is achieved by proper dial-peer routing and voice class tenant configurations.
The Local Gateway configuration guide available at https://help.webex. com/en-us/jr1i3r/ describes how to configure dial-peer matching. This allows the City to deterministically on the Local Gateway, map calls received from Webex Calling to customer specific PSTN trunks, and vice versa.
There is no need to deploy multiple virtual routing functions ( VRFs): there is no need for direct IP connectivity between the partner’ s datacenter and customers’ networks because both signaling, and media are anchored on the access SBCs of Webex Calling in the Cloud. This deployment model enables the partner to more efficiently deploy, maintain, and operate Local Gateways for various customers.
No data connectivity is needed between the datacenter and the ”customer”( PD and City Hall) networks for this deployment model. Individual per-customer ( PD and City Hall) registrations with Webex Calling ensure that different customers’ calls can easily be identified on the combined Local Gateway to avoid calls leaking between customers ( PD and City Hall).
This essentially
A: Echoes the City’s setup now from a telephony and firewall perspective B: Adds an extra layer of security and redundancy
Figure 10 – Hosted Local Gateways
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Test Plan Results Sheet
Each Test Bed and Testing Scenario will use a Test Plan Results Sheet, agreed upon in advance and used for each test iteration to provide consistent, scoreable, auditable results. Following is a sample Test Plan Results Sheet.
Test Plan:
Testing of phone capabilities with
existing PRI with DID lines:
Calling # Called # Result
Connect Cisco VoIP phone7841:
Access to the WebEx Calling Cloud
Ability to:
Outbound call
Answer inbound call
4-digit dialing ( internal CofA various
sites)
Long distance dialing
Outside mobile number to DC DID
number
Site to site calls from within CofA
network
Call to City Hall and other CofA
locations ( need numbers)
Test phone nunber:
CofA main line: TBD
CofA Contact Center
911 Testing:
Test 911 (after DID / PRI are available)
Test 911(933 Horizon Mobility)
DID Test Inventory:
SITE ADDRESS DID RANGE # DIDs
City Hall 200 S Anaheim Blvd,
Anaheim, CA 92805
555- 867- 5309-
555- 867- 5509
200
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Section 13. Documentation
e360 will provide two types of documentation to the City. These are described below.
Webex Calling:
e360 will provide a runbook/ documentation set of the City’s Webex Calling configuration, derived from the City’ s Control Hub instance, capturing these key configurations:
Overview/ Front Page
Full Userbase . CSV export
Account info/Subscriptions pages
o These are critical for Cisco TAC support
Full Calling Number . CSV Export
Virtual Lines Configuration
Call Routing Trunk Configuration
o Overview
o Trunk Detail
Locations Overview
Feature Set Overview
o Auto Attendant Overview
o Call Queue Overview
o Settings Page on each Call Queue
o Hunt Group Overview
o Call Park Overview
o Call Pickup Overview
o Voicemail Group Overview
Copies of any installed recordings in .WAV format
Directory Service/ CCUC Report
o CCUC Cluster Inventory
Service Settings Overview
Client Settings Overview
Overview of Connected Devices
Overview of assigned Workspaces
e360 will also provide detailed . txt configuration outputs of any CUBE configuration used to:
Connect the Webex Calling instance to the PSTN
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Interconnect Webex Calling and Avaya Blue instances.
Horizon Mobility/ RedSky:
e360 will also provide a runbook/ documentation of the City’s Horizon Mobility/ RedSky Instance, including:
Main Dashboard Overview for the City’s Instance
Device User Report
Full Location/ Building Reports
Section 14. Appendix VI - References
Client Reference No. 1
Item Vendor Response
Name of Organization Medical Agency Located in California Contact Name, Address, Telephone Number,
and E-mail
Provided during contract discussions/ NDA Signature
Dates of Service( s) Provided by Vendor 2011- Present
Type of Service( s) Provided by Vendor For this project, we provided a virtual hosted solution with over 2,000 handsets migrating from CS1000. This
was implemented in a combined " locked down"
environment with restricted and unrestricted office
spaces. The deployment also covered a "State Police
Force" facility with an on-site 911 call center equipped with call recording on all calls.
Additionally, the project included overhead paging,
wireless phones via VOIP ATA, and smartphone apps
in medical and office locations spread out over large
distances via copper and fiber LAN and wireless and
MPLS WAN. It had a fixed time frame and was
completed on time and within the budget.
Product deployed
Rationale for Inclusion as a Reference This project included a fixed timeline with similar implementation aspects, sensitivity to emergency
responders, and City requirements.
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Client Reference No. 2
Item Vendor Response
Name of Organization Major healthcare agency in California Contact Name, Address, Telephone Number,
and E-mail
Provided during contract discussions/ NDA Signature
Dates of Service( s) Provided by Vendor 2010-Present
Type of Service( s) Provided by Vendor Designed and implemented a Cisco VOIP solution throughout multiple sites which included 2,500 handsets and six survivability locations
Product deployed Cisco and Imagicle
Rationale for Inclusion as a Reference Similar Cisco design process spanning multiple sites and installation timeframe deadlines that needed to be met
Client Reference No. 4
Item Vendor Response
Name of Organization Major nationwide retail store
Contact Name, Address, Telephone Number,
and E-mail
Provided during contract discussions/ NDA Signature
Dates of Service( s) Provided by Vendor June 2018-Present Type of Service( s) Provided by Vendor e360 has completed the design, pre-staging, and implementation of a new phone system throughout
several sites on a determined timeline. While completing this work, e360 has also helped navigate and isolate
phone latency issues with their phone networks, leading to us improving performance across all locations in the country. e360 has designed, staged, and implemented
networking refreshes across the United States.
Product deployed Cisco routers, phones, switches, and gateways Rationale for Inclusion as a Reference e360 has completed design and implementation work with UC, phones, and network capabilities across a
Client Reference No. 3
Item Vendor Response
Name of Organization Healthcare Agency
Contact Name, Address, Telephone Number,
and E-mail
Provided during contract discussions/ NDA Signature
Dates of Service( s) Provided by Vendor 2013-Present
Type of Service( s) Provided by Vendor Cisco Hybrid Webex VoIP calling with over 40 locations in Arizona, Nevada, and California
Product deployed Cisco
Rationale for Inclusion as a Reference Cisco VOIP solution is similar to what is being proposed for this RFP and installs across multiple locations
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nationwide company with multiple locations while sticking to a strict deadline approach for completion.
Client Reference No. 5
Item Vendor Response
Name of Organization Nationwide insurance agency
Contact Name, Address, Telephone Number,
and E-mail
Provided during contract discussions/ NDA Signature
Dates of Service( s) Provided by Vendor 2010-Present
Type of Service( s) Provided by Vendor e360 has provided several services including NetScaler upgrades, UC support and implementation, Active
Directory upgrades, Cloud deployment, network design
and implementation, datacenter, and infrastructure.
These services include upgrading, meeting cadences,
testing, and documentation throughout each project. This client is e360's largest for its Managed Services team; with this, e360 handles everything from their application delivery, datacenter, networking, unified
communications, and environment designs.
Product deployed Cisco routers, switches, phones, and Unified Communications/ Contact Center. Citrix NetScalers,
VMWare vCenter, and NetApp ONTAP
Rationale for Inclusion as a Reference Locations spanning the nation to show e360’ s ability to work and upgrade multiple sites on a deadline.
Deployment of a new phone system from the design
phase all the way to implementation.
Section 15. RFP Exceptions
e360 has no exceptions to the City’s RFP.
Section 16. Acceptance of Insurance and Indemnity Provisions e360 accepts the insurance/ indemnity Provisions provided in Appendix I and II of this RFP.
Section 17. Vendor Contracts
A sample Statement of Work is included on the following page. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 59 Request for Proposal
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Sample Statement of Work
CITY OF ANAHEIM UNIFIED COMMUNICATIONS CLOUD REPLACEMENT 0000 V1
Prepared for:
The City of Anaheim, California
Date: 7/15/2024
Valid Through: 7/15/2024 ( unless fully executed)
Title: CITY OF ANAHEIM UNIFIED COMMUNICATIONS CLOUD
REPLACEMENT
SOW: #00000
This statement of work (“SoW”) is entered into and made effective on the date of the latest signature (“ Effective Date”), between e360, A Division of Entisys Solutions, Inc., DBA e360 (“e360”), and The City of Anaheim, CA identified below (“ Client”) and is in accordance with the Master Services Agreement ( the “Agreement”) entered into on February 30, 2024. Capitalized terms not defined in this Statement of Work are as defined in the Agreement. In the event of any conflict between this Statement of Work and the Agreement, the Agreement shall govern.
1. Contact Information
Client Contact e360 Contact
Name: Chief Client Contact
Title: VP, IT Service Operations
Phone: ( 555) 555-1234
Email: first.last@company. com
The City of Anaheim
200 S Anaheim Blvd
Anaheim, CA 92805
Name: Alex Lewis
Title: Sales Operations Manager
Phone: ( 727) 277-7506
Email: alex.lewis@e360. com
Presales: Bill Cozzens
e360
1855 Gateway Blvd, Ste. 730
Concord, CA 94520
2. Engagement Dates
The estimated start and end dates will be determined upon receipt of the signed SOW.
This Statement of Work, technical tasks outlined, and rates are valid through 7/15/2024. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 60 Request for Proposal
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3. Executive Summary
In May 2024, The City of Anaheim announced and released an RFP to replace its existing Avaya Blue/Nortel Phone system in the second half of Calendar Year 2024. They have requested a full Cloud solution. The Client's Unified Communication ( UC) environment, which serves approximately 2,100 users across North America, resides in the City’s offices, and includes Emergency and Non-Emergency City Employees.
To ensure continued stability and supportability, e360 Professional Services has proposed a strategic plan to replace the existing system with a full Webex Calling Cloud infrastructure. As part of e360’ s solution for the City’s Emergency Services business elements, e360 proposes a Cloud system incorporating a Webex Calling Solution with a Webex Calling Site survivability capability. We also recommend and propose a defense- in-depth strategy, focusing on multiple layers of resiliency, both internet- and site-focused. The systems will be integrated locally and into the Public Switched Telephone Network ( PSTN) through redundant Cisco Unified Border Element CUBE) Session Border Controllers.
e360 recommends and has quoted Cisco desk phones for city users needing desktop telephony. This solution also includes telephony soft-client capabilities for City users who do not need desktop telephony, or desire secondary calling functionality.
This engagement will be delivered remotely. If additional tasks beyond the scope of work described in this agreement are required, e360 will submit a Change Order to the client to extend the work effort for the project.
4. Outline of Activities
As part of this SOW, e360 will perform the following services:
Phase or
Workstream e360 Activities ClientResponsibilities
Deliverables &
Work Products
Phase 1: Stabilize Existing Environment with v14 Upgrade 1 Kickoff Client kick off with an initial
meeting to review roles,
plan, and requirements
Attend the kickoff and
complete any actions
Work product:
Project Initiate
Deliverable:
Project Initiated
2 Project
Cadence
Initiate and attend status
calls •
Attend the status calls Work product:
Status Calls
Deliverable:
Status Calls
3 Discovery Inventory and Design Check • Provide access to the UC environment and
answer questions about
design and parameters
Work product:
Review design
Deliverable:
Design
reviewed and
ready
3a Inventory • Inventory the City’s
Hardware, Software, and
Licensing
Complete Inventory Work product:
Inventory
Deliverable:
Inventory ready to
Implement
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4 Design • Create a VM Map of the
existing and new VM
Footprint in QuoteCollab
Receive and validate
maps
Work product:
Build VM Maps
for present and
proposed.
Deliverable:
PDF VM Maps
4 Training • Provide training sessions •
5 Design • Network and firewall team
collaboration
Coordinate to ensure
successful unimpeded
flow of Call Control and
Call Transmission Data
Work product:
Collaboration
with Network
Team
Deliverable:
Successful Data
Flow
6 Implementation • Implement Pilot Sites • Build System and Pilot Sites
Work product:
Pilot Sites
Deliverable:
Infrastructure
7 Synchronize • Synchronize Active
Directory and IDP
Sync AD and IDPS Work product:
Synchronized
GAL
Deliverable:
Synchronized GAL
Intermediate
Steps
Intermediate Steps • Provide access, reply to
questions, and receive
analysis
Work product:
Intermediate
Deliverable:
Intermediate
74 Document Document As-built • Document system asbuilt and complete Work product:
Documentation
Deliverable:
Runbook
Items not specifically defined in the Outline of Activities above are considered out of scope for this SOW.
Additional activities that are considered out of scope include, but are not limited to:
DNS reconfiguration
Re-addressing IP on infrastructure
Network review, traffic analysis, bandwidth of WAN links, etc.
New third-party Software integrations
Troubleshooting or evaluation not pertaining to scoped system upgrades.
Any task not specifically listed within this SOW is out of scope for this project.
Any change in scope or modification to the migration/ upgrade methodology will result in a Change Order.
Any additional work requested by the Client must be requested in writing and may require the mutual execution of a Change Order.
5. Deliverables
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The following table outlines the deliverables and acceptance criteria.
Deliverable Name Due Date
Deliverable 1 Phase 1
Completion
Completed System Project Completion
As-Built Document Project Completion
6. e360 Staff Plan
The following professionals are projected to be assigned to this engagement. Personnel may change due to unforeseeable circumstances.
Name Role Responsibility
Bill Cozzens Solutions Architect • Project Oversight
Technical Escalation
Technical Planning
Technical Design
Beda Jain Senior Consultant • Technical Implementation
Technical Planning
Technical Design
Technical Support
TBD Project Manager • Overall responsibility for the project' s success Developing and maintaining the project plan
Coordinating schedules for the project team
Managing the project budget and resources
Identifying and managing risks and issues
Key communication with stakeholders
Leading the project team tasks and activities
Ensuring project documentation and reporting are
up to date
7. Client Staff Plan
The following client professionals are projected for the successful delivery of our engagement. Personnel may change due to unforeseeable circumstances.
Role Responsibility
Executive Sponsor
Escalation Path)
Available and able to make decisions on activities
that are escalated
Project Owner and
Primary Point of Contact •
Identify and assign proper resources to support
the engagement as needed.
Point for key decisions regarding the project and
escalations
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8. Project Plan
e360 Project Management will coordinate with Client to establish a mutually agreed upon timeline of tasks and activities, allocate resources, and set milestones to ensure efficient project completion. e360 will provide project reporting, to include status of key milestones, accomplishments, planned activities, risks, and issues throughout the project on a cadence defined during planning.
The summary- level project plan is as follows:
9. Service Delivery
e360 and Client shall comply with the service delivery, project management, change control, and corporate travel guidelines each as defined and, in accordance with Exhibit B, the Service Delivery Policy, which can be provided upon request.
10. Fixed Fee and Payment Terms
Payment Schedule
The Professional Services fees for this engagement will be billed at a fixed cost. Below is the payment schedule for the Services outlined in this SOW.
Milestone / Deliverable Fee
Project Kickoff $ 1.00
Milestone 1: Phase 1 Completion $ 1.00
Milestone 2: Project Completion $ 1.00
Estimated Total: $ 3.00
Our Service rates apply for work performed during standard business hours ( M-F, 8:00 AM to 5:00 PM, Pacific Time). If an approved Modified Schedule is enacted during the term, a Change Order may be required to define the new standard business hours.
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Travel and Expenses
All Services under this Statement of Work be completed remotely; therefore, no travel and expenses will be charged to the Client.
Not to exceed
Under no circumstances will services, fees, and expenses go beyond the estimated total $3.00 without prior written agreement by both parties.
Payment terms
e360 and Client shall comply with the fees, billing and payment terms, taxes, and other such clauses as defined and applicable in accordance with the Agreement.
11. Client Prerequisites and Responsibilities
The Services specified in this SOW are based on a close teaming arrangement between the Client and e360. To ensure that the project can be executed efficiently and in accordance with the scope presented in this SOW, the Services are subject to the following Client prerequisites and responsibilities listed below. If the prerequisites and responsibilities used to develop this SOW are found to be incorrect, the parties agree to meet and negotiate, in good faith, equitable changes to the SOW, service levels, schedule, and/or pricing, as appropriate in a written amendment to this SOW.
Client shall acknowledge all listed prerequisites and responsibilities:
Documentation. Requested documentation will be provided within one ( 1) business day.
Cooperation. Client shall reasonably cooperate with all reasonable requests by e360 during the performance of Services.
Premises and Equipment Access. Client shall, as may be required by e360 for the successful and timely completion of Services: ( i) provide e360’ s employees, agents, and personnel unimpeded and timely access to the relevant premises, systems and facilities as necessary to perform the Services; ( ii) provide an adequate area for e360’ s equipment; and (iii) provide all hardware, software and licensing ( which shall be covered under valid manufacturer authorized support agreements during the Term) required for the performance of the Services prior to engagement.
Data Handling. Client shall possess a current, reliable, and working backup of all data stored on any equipment to be used for the performance of Services. Client acknowledges and agrees that restoration of such equipment may be required.
Any needed additional compute resources
Client to provide any required firewall or network segmentation changes Provide contacts and assist if any Third-Party UC integration work is needed Client to be responsible for all Third- Party applications not listed above in Section 4 Client to be responsible for all Cisco UC licensing
Client to be responsible for all Cisco infrastructure licensing Client to be responsible for all VMWare licensing
All server host hardware must meet Cisco UC Recommended minimum specifications.
12. Contact Information
Known risks for the engagement include:
Inaccessibility of Client systems will result in out-of-scope delays in effort. 1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 65 Request for Proposal
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Significant delays in change window provision will result in out-of-scope delays in effort.
The Client is assumed to have a current FLEX contract covering their UC licensing and infrastructure.
To ensure project success, all prerequisites must be complete at the start of the project. Incomplete prerequisites may impact timelines, delay completion, and increase the cost of the project.
13. Data Information and Security
e360 and Client shall comply with the confidentiality, integrity, and availability of all Data and Information Systems, each as defined and in accordance with Exhibit A, the Data and Information Security Policy, which can be provided upon request.
14. Agreement
Except as otherwise expressly provided in this Statement of Work, all other terms and conditions in the governing document referenced shall remain in full force and effect, including but not limited to those detailed in any attached exhibits, or amendments.
15. Signatures
Signature indicates agreement to the project scope, deliverables, and pricing as documented in this SOW and are governed by the referenced contractual terms and conditions.
Client Signature e360 Signature
Name Name
Title Title
Date Date
If the Client requires a purchase order to process payment, e360 requires both the Client purchase order and the signed SOW to process.
Client PO: _________________ ( if required)
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Cisco Enterprise Agreement
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Section 18. Pricing – Appendix V Pricing Summary
A completed Excel version of the Appendix V Pricing spreadsheet is submitted separately on the City’s portal.
Appendix III – Non-Collusion Affidavit
Appendix V: Pricing Summary
1855 Gateway Blvd Suite 730 Concord CA 94520 [email protected] e360. com 79 Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Request for Proposal
Enterprise Phone System Replacement
City of Anaheim
Appendix A
Appendix A includes data sheets for the following hardware recommended in Section 6, Proposed Solution:
Cisco IP Phone 7800 Series
Cisco IP Phone 8851
Cisco IP Phone 8851/61 Key Expansion Module
Cisco IP Conference Phone 8832
Cisco Wireless Phone 800 Series
Cisco Headset 500 Series
2020 Cisco and/ or its affiliates. All rights reserved. Page 1 of 13 Cisco IP Phone 7800 Series
Data sheet
Cisco public
2020 Cisco and/ or its affiliates. All rights reserved. Page 2 of 13 Contents
Features and benefits 4
Licensing 6
Product specifications 6
Ordering information 10
Warranty 12
Cisco Unified Communications Services 12
Cisco environmental sustainability 12
Cisco Capital 13
More information 13
2020 Cisco and/ or its affiliates. All rights reserved. Page 3 of 13 The Cisco® IP Phone 7800 Series is a cost- effective, high- fidelity voice communications portfolio designed to improve your organization’ s people- centric communications, while reducing your operating costs.
It combines an attractive new ergonomic design with “ always- on” reliability and secure encrypted communications. The Cisco® IP Phone 7800 Series delivers advanced IP Telephony features and crystal clear wideband audio performance to deliver an easy- to-use, full-featured voice communications experience on Cisco on- premises and hosted infrastructure platforms and third party hosted call control.
The Cisco® IP Phone 7800 Series introduces four models to the Cisco IP Phone portfolio. From left- to-right Figure 1), they are:
Cisco IP Phone 7811 supporting one line (available in charcoal only) Cisco IP Phone 7821 supporting two lines (available in charcoal and white) Cisco IP Phone 7841 supporting four lines (available in charcoal and white) Cisco IP Phone 7861 supporting sixteen lines (available in charcoal and white) Figure 1.
Cisco IP Phone 7800 Series
2020 Cisco and/ or its affiliates. All rights reserved. Page 4 of 13 The line keys on each model are fully programmable. You can set up keys to support either lines, such as directory numbers, or call features like speed dialing. You can also boost productivity by handling multiple calls for each directory number, using the multi- call per- line appearance feature. Tri- color LEDs on the line keys support this feature and make the phone simpler and easy to use.
Fixed function keys on all models give you one- touch access to service, messaging, directory, hold/resume, transfer, and conference features. A full- duplex speakerphone lets you set up clear multi- party conferences for flexible, productive collaboration.
The Cisco IP Phone 7800 Series sets a new standard in usability and delivers a context- sensitive user experience. It features a high- resolution 3.5” (396x162) greyscale display with white backlighting on the IP Phone 7821, 7841 and 7861, and a 3.2” (384 x106) display without backlighting on IP Phone 7811, for easy reading. Localized language support, including right- to- left onscreen text, meets the needs of global users.
The Cisco IP Phone 7800 Series is also more energy- efficient and eco- friendly, to support your green initiatives. Each phone supports Power- over- Ethernet (PoE) Class 1 and Cisco’s EnergyWise™, and is Energy Star certified. A standard power- save option is available on the IP Phone 7821, 7841 and 7861 to reduce power consumption during off- hours, save money and maximize energy efficiency.
The IP Phone 7800 Series portfolio is ideal for any mid- sized to large enterprise company that wants to update its phone system from a traditional analog or digital- based system to an IP Communications system. It’s also an excellent choice if you’re seeking to expand your voice communications support with your current Cisco Unified Communications solution. Small businesses who have interest in the Cisco IP Phone 7800 Series, but have investment in or are considering third party hosted call control services, are also candidates for the IP Phone 7800 Series.
Features and benefits
Table 1 lists features and benefits of the Cisco® IP Phone 7800 Series.
Table 1. Features and benefits
Features Benefits
Hardware Features
Ergonomic design The phone offers an easy- to- use interface and provides a traditional telephony- like user experience.
Graphical display White backlit, greyscale, 3.5” 396×162 pixel-based display on the IPPhone 7821, 7841 and 7861. Non-backlit, greyscale, 3.28” 384×106 pixel-based display on the IP Phone 7811.Provide scrollable access tocalling features and text-based XML applications. Handset The handset isastandard wideband- capable audio handset (connects through an RJ-9port) for the IP Phone 7821, 7841
and 7861.The default handset isastandard narrowband- capable audio handset (connects through an RJ-9port) for the IP Phone 7811, and wideband on handset is available with purchase of additional
wideband handset.The handset is Hearing Aid- Compatible ( HAC) andmeets Federal Communications Commission FCC) loudness requirements forthe Americans with Disabilities Act (ADA). You can achieve Section 508loudness requirements by using industry-standard inline handset amplifiers such as Walker Equipment W-10 orCE-100 amplifiers. The dial pad is also ADA-compliant.The narrowband handset (for the IP Phone 7811) produces a magnetic field that attracts small metallic objects such as pins and staples. To avoid possible injuries do not keep small metallic objects close to
2020 Cisco and/ or its affiliates. All rights reserved. Page 5 of 13 Features Benefits
Headset The analog headset jack is a standard wideband- capable RJ- 9 audio port for the IP Phone 7821, 7841, and 7861.
Backlit Indicator The phone supports backlit indicators for the audio path keys (handset, headset and speakerphone), select key, line keys, and message waiting.
Headset key is not available on the IP Phone 7811.
Volume control A volume- control toggle provides easy decibel- level adjustments of the handset, monitor speaker, and ringer.
Full duplex speakerphone Full- duplex speakerphone allows gives you flexibility in placing and receiving calls. For added security, the audible Dual Tone Multifrequency ( DTMF) tones are masked when the speakerphone mode is used.
Bezel The IP Phone 7821, 7841 and 7861 include a default black bezel (replaceable), and an optional silver bezel is also available separately.
The IP Phone 7811 is available with a black bezel.
Dual- position foot stand The display is easy to view and the buttons and keys are easy to use. The two- position foot stand supports viewing angles of 30 degrees and 45 degrees; you can remove the foot stand for wall mounting, with mounting holes located on the base of the phone. (IP Phone 7821, 7841 and 7861) Only 1 foot- stand position ( 45 degrees) is supported on the IP Phone 7811.
Wall- mountable The phone can be installed on a wall using optional wall- mount kit (available separately).
Electronic hook switch The hookswitch can be controlled electronically with a third party headset connected to the auxiliary port for the IP Phone 7821, 7841, and 7861.
Keys The phone has the following keys
Line keys
Soft- keys
Two- way navigation and select keys
Hold/ Resume, Transfer and Conference keys
Messaging, Service and Directory keys
Standard key pads
Volume control toggle key
Speakerphone, headset and mute keys (Headset key is not available on the IP Phone 7811) Ethernet cables The IP Phone 7811, 7821, 7841, and 7861 Category 3/5/5e/6 for 10- Mbps cables with 4 pairs
Category 5/5e/6 for 100- Mbps cables with 4 pairs
The IP Phone 7841
Category 5/5e/ 6 for 1000- Mbps cables with 4 pairs
Power Features
IEEE PoE class 1 The phone supports IEEE 802.3af PoE (Class 1); power consumption does not exceed 3.84 watts.
AC Power Adapter Cisco power cube 3 (CP- PWR- CUBE- 3=) and Cisco power adapter 3 (CP- PWR- ADPT- 3) are used as standard Cisco IP Phone Power Supplies for non- PoE deployments.
Cisco power injector The IP Phone 7811, 7821 and 7861 are compatible with Cisco Unified IP Phone Power Injector (CPPWR- INJ), and 7841 is compatible with Cisco Aironet Power Injector (AIR- PWRINJ5=). 2020 Cisco and/ or its affiliates. All rights reserved. Page 6 of 13 Features Benefits
Call- Control Support
Cisco Unified
Communications Manager
8.5.1 8.6.2
9.1.2 10.x and later
Cisco Business Edition
6000
8.6.2 9.1.2
10.x and later
Cisco Hosted
Collaboration Solution
8.6.2 and later (using supported UCM versions above)
Cisco Unified Survivable
Remote Site Telephony
8.x and later
Licensing
The Cisco IP Phone 7811 and 7821 require a Basic User Connect License (UCL) in order to connect to Cisco Unified Communications Manager. The Cisco IP Phone 7841 and 7861 require an Enhanced User Connect License (UCL) in order to connect to Cisco Unified Communications Manager.
Product specifications
Table 2 lists the features and specifications of The Cisco® IP Phone 7800 Series.
Table 2. Features and specifications
Features Specifications
Audio Automatic Gain Control
Comfort Noise Generation
Silence Suppression/ Voice Activity Detection
Acoustic Echo Cancellation (AEC)
Dynamic Noise Reduction
Signaling protocol support Session Initiation Protocol ( SIP) Codec support G.711a/ G.722, G.729a/b, iLBC, OPUS
Key call features support + Dialing (E.164)
Abbreviated dial
Adjustable ringing and volume levels
Adjustable display contrast
Agent greeting
Auto- answer
Auto- detection of headset (Not available on the IP Phone 7811) Busy Lamp Field (BLF) (Not available on the IP Phone 7811) Call back
Call forward
2020 Cisco and/ or its affiliates. All rights reserved. Page 7 of 13 Features Specifications
Call history
Call park
Call Pickup
Call timer
Call waiting
Caller ID
cBarge
Corporate directory
Conference
Cross Cluster Extension Mobility (EMCC)
Dial from the list
Direct transfer
Do not disturb
Extension Mobility (EM)
Forced access codes and client matter codes
Group call pickup
Hold/resume
Immediate divert
Intercom (Not available on the IP Phone 7811)
Join (Not available on the IP Phone 7811)
Message- waiting indicator
Meet me conference
Mobility
Music on hold
Mute
Network profiles (automatic)
On- and off- network distinctive ringing
Personal directory
Privacy
Private Line Automated Ringdown ( PLAR)
Redial
Ring tone per line appearance
Shared line
Silent monitoring and recording
Speed dial
Time and date display
Transfer
Voicemail
Whisper coaching
Language support Arabic (Arabic Area)
Bulgarian (Bulgaria)
Catalan ( Spain)
Chinese (China) – GB 2312
Chinese ( Hong Kong)
Chinese ( Taiwan)
2020 Cisco and/ or its affiliates. All rights reserved. Page 8 of 13 Features Specifications
Croatian ( Croatia)
Czech (Czech Republic)
Danish (Denmark)
Dutch (Netherlands)
English (United Kingdom)
Estonian ( Estonia)
French (France)
Finnish (Finland)
German ( Germany)
Greek (Greece)
Hebrew (Israel)
Hungarian ( Hungary)
Italian (Italy)
Japanese (Japan)
Latvian ( Latvia)
Lithuanian (Lithuania)
Korean (Korea Republic)
Norwegian ( Norway)
Polish (Poland)
Portuguese (Portugal)
Portuguese ( Brazil)
Romanian (Romania)
Russian (Russian Federation)
Spanish ( Columbia)
Spanish (Spain)
Slovak (Slovakia)
Swedish ( Sweden)
Serbian (Republic of Serbia)
Serbian (Republic of Montenegro)
Slovenian ( Slovenia)
Thai (Thailand)
Turkish (Turkey)
Multiple ring tones The phone supports user- adjustable ring tones.
Directories The phone identifies incoming messages and categorizes them for users on the screen. This makes it fast and easy to return calls using direct dial- back capability. The corporate directory integrates with the Lightweight Directory Access Protocol (LDAP) standard directory.
Quality- of- service (QoS)
options
The phone supports CDP and 802.1Q/ p standards, and can be configured with an 801.1Q VLAN header containing the VLAN ID overrides configured by the Admin VLAN ID.
Security Certificates
Image authentication
Device authentication
File authentication
Signaling authentication
Media encryption using Secure Real- Time Transfer Protocol (SRTP) using AES- 128 Signaling encryption using Transport Layer Security (TLS) Protocol using AES- 128 or AES- 256 2020 Cisco and/ or its affiliates. All rights reserved. Page 9 of 13 Features Specifications
Encrypted configuration files
802.1X authentication
Cryptography
Configuration options The user can configure IP address assignment statically or through the DHCP client.
Physical dimensions
H×
W×D) IP Phone 7811: 207 x 195 x33mm (exclude
foot stand) IP Phone 7821: 207 x 206 x28mm (exclude
foot stand) IP Phone 7841: 207 x 206 x28mm (exclude
foot stand) IP Phone 7861: 207 x 265 x28mm (exclude
foot stand) Weight IP Phone
7811: 806g IP Phone
7821: 867g IP Phone
7841: 868g IP Phone
7861: 1053g Display IP Phone 7821, 7841, 7861: 3.5”
396×162 pixels IP Phone 7811: 3.
28” 384× 106 pixels Ethernet switch The phone has a10/100BASE-T (The Cisco® IP Phone 7811, 7821 and 7861) or
a10/100/ 1000BASE-TThe Cisco® IPPhone 7841) Ethernet connection through two RJ-45 ports, onefor the LAN connection and theother foradownstream Ethernet device connection like a
PC. Phone casing composition Polycarbonate Acrylonitrile Butadiene Styrene (ABS) textured plastic. Power requirements Thephone is an interoperable IEEE 802. 3af PoE (Class 1 device); 48 VDC is required; it can be supplied locally at the desktop using an optional AC-to-DC power supply ( CP-PWR- CUBE-3=). Use ofthepower supply also requires the use ofone ofthe corresponding AC country cords. Operational temperature 32 to 104° F ( 0 40°
to C) Nonoperational temperature shock 14 to 140° F (-
10 to60° C) Humidity Operating 10%
to 90%, non- condensing Non- operating 10%
to 95%, non-condensing Cosmetic
Cisco cosmetic class ACertification
and compliance Regulatory Compliance CE Markings per directives 2004/108/ EC and
2006/95/ECSafety
UL 60950 Second Edition CAN/ CSA-C22.2
No. 60950 Second Edition EN 60950 Second Edition (
including A11 andA12) IEC60950 Second Edition (
including A11 and
A12)
AS/ NZS
60950 GB4943 EMC - Emissions 47CFR Part 15 (
CFR 47) ClassBAS/
NZS CISPR22 ClassBCISPR22: 2005w/Amendment
1: 2005 ClassBEN55022: 2006 w/Amendment
2020 Cisco and/ or its affiliates. All rights reserved. Page 10 of 13 Features Specifications
ICES003 Class B
VCCI Class B
EN61000- 3-2
EN61000- 3- 3
KN22 Class B
EMC - Immunity
EN55024
CISPR24
EN60601- 1- 2
KN24
Armadillo Light
Telecom
FCC Part 68 HAC
CS- 03- HAC
AS/ACIF S004
AS/ACIF S040
NZ PTC 220
Industry Standards: TIA 810 and TIA 920
Industry Standards: IEEE 802.3 Ethernet, IEEE 802.3af and 802.3at Ordering information
Table 3 gives ordering information for the phone and its accessories.
Table 3. Ordering information
Product Number Description
CP- 7811- K9= Cisco IP Phone 7811
CP- 7821- K9= Cisco IP Phone 7821
CP- 7841- K9= Cisco IP Phone 7841
CP- 7861- K9= Cisco IP Phone 7861
CP- 7821- W- K9= Cisco IP Phone 7821, White
CP- 7841- W-K9= Cisco IP Phone 7841, White
CP- 7861- W-K9= Cisco IP Phone 7861, White
CP- DX- HS- NB= Spare Narrowband Handset for Cisco IP Phone 7811 CP- DX- HS= Spare Wideband Handset for Cisco IP Phone 7800 Series CP- DX- W- HS= Spare White Wideband Handset for Cisco IP Phone 7800 Series CP- 7800- HS- CORD= Spare Handset Cord for Cisco IP Phone 7800 Series 2020 Cisco and/ or its affiliates. All rights reserved. Page 11 of 13 Product Number Description
CP- DX- W- CORD= Spare White Handset Cord for Cisco IP Phone 7800 Series CP- 7800- HS- HOOK= Spare Handset Hook for Cisco IP Phone 7800 Series, 20 Pieces CP- 7811- WMK= Spare Wallmount Kit for Cisco IP Phone 7811 CP- 7800- WMK= Spare Wallmount Kit for Cisco IP Phone 7800 Series CP- 7861- WMK= Spare Wallmount Kit for Cisco IP Phone 7861 CP- 7811- FS= Spare Foot stand for Cisco IP Phone 7811
CP- 7800- FS= Spare Foot stand for Cisco IP Phone 7800 Series CP- 7861- FS= Spare Foot stand for Cisco IP Phone 7861
CP- 7821- B- BEZEL= Spare Black Bezel for Cisco IP Phone 7821 CP- 7821- S- BEZEL= Spare Silver Bezel for Cisco IP Phone 7821 CP- 7841- B- BEZEL= Spare Black Bezel for Cisco IP Phone 7841 CP- 7841- S- BEZEL= Spare Silver Bezel for Cisco IP Phone 7841 CP- 7861- B- BEZEL= Spare Black Bezel for Cisco IP Phone 7861 CP- 7861- S- BEZEL= Spare Silver Bezel for Cisco IP Phone 7861 CP- PWR- CUBE- 3 Cisco Power Cube 3
CP- PWR- CORD- AP= Power Cord Asia Pacific
CP- PWR- CORD- AR= Power Cord Argentina
CP- PWR- CORD- AU= Power Cord Australia
CP- PWR- CORD- BZ= Power cord for Brazil
CP- PWR- CORD- CE= Power Cord European
CP- PWR- CORD- CN= Power Cord China
CP- PWR- CORD- JP= Power Cord Japan
CP- PWR- CORD- NA= Power Cord North America
CP- PWR- CORD- SW= Power Cord Switzerland
CP- PWR- CORD- UK= Power Cord United Kingdom
CP- PWR- ADPT- 3-AR= Cisco Power Adapter 3 with Argentina Clip CP- PWR- ADPT- 3-AU= Cisco Power Adapter 3 with Australia Clip 2020 Cisco and/ or its affiliates. All rights reserved. Page 12 of 13 Product Number Description
CP- PWR- ADPT- 3-BZ= Cisco Power Adapter 3 with Brazil Clip CP- PWR- ADPT- 3-CN= Cisco Power Adapter 3 with China Clip CP- PWR- ADPT- 3-EU= Cisco Power Adapter 3 with European Clip CP- PWR- ADPT- 3-IN= Cisco Power Adapter 3 with India Clip CP- PWR- ADPT- 3-KR= Cisco Power Adapter 3 with Korea Clip CP- PWR- ADPT- 3- NA= Cisco Power Adapter 3 with North America Clip CP- PWR- ADPT- 3-UK= Cisco Power Adapter 3 with United Kingdom Clip Warranty
The Cisco® IP Phone 7800 Series are covered by a Cisco standard 1- year replacement warranty.
Cisco Unified Communications Services
Cisco and our certified partners can help you set up a secure, dependable Cisco Unified Communications solution, meeting aggressive deployment schedules and accelerating business advantage. Cisco's portfolio of services is based on proven methodologies for unifying voice, video, data, and mobile applications on fixed and mobile networks.
Our unique lifecycle approach to services defines what’s needed at each phase of the solution lifecycle.
Customized planning and design services help you create a solution that meets your business needs. Awardwinning technical support helps you boost your operational efficiency. Remote management services simplify day- to- day operations. And optimization services let you modify and improve your network solution when business needs change.
Cisco environmental sustainability
Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the “Environment Sustainability” section of Cisco’s Corporate Social Responsibility ( CSR) Report.
Reference links to information about key environmental sustainability topics (mentioned in the “Environment Sustainability” section of the CSR Report) are provided in the following table:
Sustainability topic Reference
Information on product material content laws and regulations Materials Information on electronic waste laws and regulations, including products, batteries, and packaging WEEE compliance Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice. 2020 Cisco and/ or its affiliates. All rights reserved. Page 13 of 13 Cisco Capital
Flexible payment solutions to help you achieve your objectives Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third- party equipment in easy, predictable payments.
Learn more.
More information
For additional details on the Cisco® IP Phone 7800 Series, go to https:// www.cisco.com/go/ipphones/7800.
Printed in USA C78- 729488- 14 12/21
2021 Cisco and/ or its affiliates. All rights reserved. Page 1 of 13 Cisco IP Phone 8851
Data sheet
Cisco public
2021 Cisco and/ or its affiliates. All rights reserved. Page 2 of 13 Contents
Features and benefits 4
Licensing 6
Product sustainability 6
Product specifications 7
Ordering information 12
Warranty 13
CSR/Social Responsibility 13
Cisco unified communications services 13
Cisco Capital 13
More information 13
2021 Cisco and/ or its affiliates. All rights reserved. Page 3 of 13 The Cisco® IP Phone 8851 is a business- class collaboration endpoint that combines high- fidelity, reliable, secure, and scalable voice over IP communications with Cisco Intelligent Proximity for telephony integration for personal mobile devices to support small to large enterprise businesses.
With the Cisco IP Phone 8851, you can increase personal productivity through an engaging user experience that is both powerful and easy- to- use. The IP Phone 8851 combines an attractive new ergonomic design with wideband audio for crystal clear voice communications, “ always- on” reliability, encrypted voice communications to enhance security, and access to a comprehensive suite of unified communication features from Cisco on- premises and hosted infrastructure platforms. It is also supported on third party hosted call control services.
In addition, Cisco Intelligent Proximity brings the worlds of desk and mobile together for you when you are using your mobile device at the desk for your work. You can move the audio path over to the Cisco IP Phone 8851 during active mobile calls to take advantage of its superior audio acoustics. An example would be to share a conversation with a colleague who you want to listen in. This capability gives you greater flexibility and a superior user experience when at your desk.
The IP Phone 8851 also comes standard with a USB port so you can charge your smartphone when at your desk, and stay connected when away from your desk.
The Cisco IP Phone 8851 offers five programmable line keys. You can configure keys to support either multiple directory numbers or calling features such as speed dial. You can also boost productivity by handling multiple calls for each directory number using the multicall- per- line feature. Fixed- function keys give you one- touch access to applications, messaging, directory, as well as often- used calling features such as hold/resume, transfer, and conference. A five- way navigation cluster helps you transition through menus more easily. Backlit acoustic keys provide flexibility for audio path selection and switching.
Additionally, Cisco has adopted circular design principles in its products by pioneering the use of postconsumer recycled plastic. The 8851 is one of the models that now reduces the use of natural resources while closing the loop with its own electronic waste. Learn more about what this means by visiting the Cisco’s Circular Economy website.
2021 Cisco and/ or its affiliates. All rights reserved. Page 4 of 13 Other key features of the phone follow:
The Cisco IP Phone 8851 offers a 5-in. high- resolution (800 x 480) widescreen VGA backlit color display. Localized language support, including right- to-left on- screen text, meets the needs of global users.
The phone supports a built- in Gigabit Ethernet switch for your PC connection.
Support for Cisco EnergyWise™ technology makes the Cisco IP Phone 8851 more energy- efficient and ecofriendly; the phone is qualified by the Energy Star organization.
An optional wall- mount kit is orderable as a spare part for customers seeking this capability.
Up to two optional IP Phone 8800 Key Expansion Modules with up to 56 additional line/feature keys are supported.
Two color options (charcoal and white) are available.
Features and benefits
Table 1 lists features and benefits of the Cisco IP Phone 8851.
Table 1. Features and benefits of Cisco IP Phone 8851
Features Benefits
Hardware Features
Ergonomic design The phone offers an easy- to- use interface and provides a traditional telephony- like user experience.
Graphical display The 800 × 480, 24-bit color, 5-in. WVGA display provides scrollable access tocalling features and text-based XML applications. Handset
The handset isa standard wideband-capable audio handset (connects through an RJ-9 port). The standard coiled cord hasacustom end for concealed cable routing beneath thephone cord length is approximately 21in. [55 cm] coiled and up to 72 in. (183 cm) extended). The handset is Hearing Aid-Compatible ( HAC) and meets Federal Communications Commission (FCC) loudness requirements forthe Americans with Disabilities Act (ADA). You can achieve Section 508 loudness requirementsby using industry-standard inline handset amplifiers such as Walker EquipmentW10 or CE-100 amplifiers. The dial pad is also ADA-compliant. Speaker phone A full- duplex speakerphone gives you flexibility inplacing and receiving calls with hands free. For added security, the audible Dual Tone Multifrequency (DTMF) tones are masked when the speakerphone mode is used. Analog
headset The analog headset jack is a standard wideband-capable RJ-9 audio port. AUX port You can use an auxiliary port to support electronic hookswitch control with athird- party headset connected toit. USB
A side USB port enhances theusability of call handling by enabling wired or wireless headsets, as well as provides upto 500-mA power output at 5V or 2.5W for smartphone charging. Ethernet switch An internal2-port Cisco Ethernet switch allows foradirect connection toa 10/ 100/ 1000BASE-T Ethernet network (IEEE 802.3i/802. 3u/802. 3ab) through a RJ- 45 interface with single LAN connectivity for both the phone and aco- located PC. The
system administrator can designate separate VLANs (IEEE 802.1Q) for the PC and phone, providing improved security and reliability of voice and data traffic.
2021 Cisco and/ or its affiliates. All rights reserved. Page 5 of 13 Features Benefits
Bluetooth Bluetooth 3.0 Enhanced Data Rate (EDR) Class 1 technology (up to 66- ft [20m] range) is supported.
Hands- Free Profile (HFP) is supported for untethered headset connections and voice communications.
Phone Book Access Profile (PBAP) is supported for phone book object exchange between devices.
Keys The phone has the following keys:
Line keys
Soft keys
Back and release keys
Four- way navigation and select keys
Hold/Resume, Transfer, and Conference keys
Messaging, Application, and Directory keys
Standard keypad
Volume- control toggle key
Speakerphone, headset, and mute keys
Backlit indicator The phone supports backlit indicators for the audio path keys (handset, headset, and speakerphone), select key, line keys, and message waiting.
Replaceable bezel The phone includes a black bezel; an optional silver bezel is also orderable separately.
Dual- position foot stand The display is easy- to- view and the buttons and keys are easy- to- use. The two- position foot stand supports viewing angles of 35 and 50 degrees; you can remove the foot stand for wall mounting, with mounting holes located on the base of the phone.
Wall- mountable You can install the phone on a wall using an optional wall- mount kit.
Key expansion module
KEM)
The phone supports up to two KEMs to expand from 5 or 10 line buttons to 61 or 66 line buttons. You have the convenience of many speed dials or programmable features, or the necessity of following the activity of many lines.
Physical security The phone is compatible with the Kensington Security Slot (K- Slot) antitheft system.
Power Features
IEEE Power over
Ethernet (PoE)
IEEE Power over Ethernet class 3 for hardware version prior to V08, class 4 for hardware version V08 and above. In PoE class 3 case, one KEM can be attached and powered up through PoE together with the host 8851 phone, in PoE class 4 case, two KEMs can be attached and powered up through PoE together with the host 8851 phone.
The phone is compatible with both IEEE 802.3af and 802.3at switch blades and supports both Cisco Discovery Protocol and Link Layer Discovery Protocol - Power over Ethernet LLDP- PoE).
Cisco IP Phone Power
Cube 4
This optional power cube is used as an AC- to-DC (48V) power supply for non- PoE deployments. Use of the power cube 4 also requires the use of one of the corresponding AC country cords.
Call- Control Support
Cisco Unified
Communications
Manager
8.5.1 (Non- secured mode Only)
8.6.2 9.1.2
10.5.2 11.0 and later
2021 Cisco and/ or its affiliates. All rights reserved. Page 6 of 13 Features Benefits
Cisco Unified
Communications
Manager Express
Unified CME)
10.0 and later through fast track
Cisco Business Edition
6000 (BE 6000)
8.6.2 9.1.2
10.5.2 11.0 and later
Cisco Hosted
Collaboration Solution
HCS)
8.6.2 and later (using supported UCM versions above)
Licensing
The Cisco IP Phone 8851 requires an Enhanced User Connect License (UCL) in order to connect to Cisco Unified Communications Manager.
Product sustainability
Refer to the CSR/ Social Responsibility section for more information on Cisco’s environmental sustainability policies and initiatives.
Sustainability Topic Reference
General Information on product- material- content laws and regulations
Materials
Information on electronic waste laws and regulations,
including our products, batteries and packaging
WEEE Compliance
Sustainability Inquiries Contact: csr_inquiries@cisco. com Certification and compliance Table 2. Features and specifications of Cisco IP Phone 8851
Information on product takeback and resuse program Cisco Takeback and Reuse Program Power Cisco EnergyWise Key Features
Energy Star Key Features
Energy Star website
Power Features Table 1. Features and benefits
2021 Cisco and/ or its affiliates. All rights reserved. Page 7 of 13 Sustainability Topic Reference
Material Product packaging weight and materials Contact: [email protected] Physical dimensions and Weight Table 2. Features and specifications of Cisco IP Phone 8851
Post- consumer recycled plastic Circular design principles Product specifications
Table 2 lists the features and specifications of the Cisco IP Phone 8851.
Table 2. Features and specifications
Features Specifications
Audio Automatic Gain Control
Comfort Noise Generation
Silence Suppression/ Voice Activity Detection
Acoustic Echo Cancellation (AEC)
Dynamic Noise Reduction
Audio codec support G.711 a- law and mu- law, G.722, G.729a/b, Internet Low Bitrate Codec (iLBC), and Internet Speech Audio Codec (iSAC), G.722.1, G.772.2, OPUS
Key call features
support
Dialing
Abbreviated dialing
Adjustable ring tones and volume levels
Adjustable display brightness
Agent greeting
Auto- answer
Auto- detection of headset
cBarge
Busy Lamp Field (BLF)
Busy Lamp Field (BLF) Pickup
Busy Lamp Field (BLF) speed dial
Callback
Call forward
Call forward notification
Call filter
Call history lists
Call park
Call pickup
Call timer
Call waiting
Call chaperone
Caller ID
Corporate directory
Conference, including traditional Join feature
Cross Cluster Extension Mobility (EMCC)
2021 Cisco and/ or its affiliates. All rights reserved. Page 8 of 13 Features Specifications
Direct transfer
Extension mobility
Fast- dial service
Forced access codes and client matter codes
Group call pickup
Hold
Intercom
Immediate divert
Malicious- caller ID
Message- waiting indicator (MWI)
Meet- me conference
Mobility
Music on hold (MoH)
Mute
Network profiles ( automatic)
On- and off- network distinctive ringing
Personal directory
PickUp
Predialing before sending
Privacy
Private Line Automated Ringdown ( PLAR)
Redial
Ring tone per line appearance
Service Uniform Resource Locator ( URL)
Shared line
Silent monitoring and recording
Speed dial
Time and date display
Transfer
Uniform Resource Identifier ( URI) dialing
Visual voice mail
Voice mail
Whisper coaching
Electronic hookswitch You can control the hookswitch electronically with a third- party headset connected to either the USB port or auxiliary port, or directly paired with the phone through bluetooth.
Cisco Intelligent
Proximity
Audio path moving sends audio through the IP Phone 8851 for a mobile device- connected call.
Call history synchronization allows you to view placed and missed calls of your mobile device from the IP Phone 8851.
Contact synchronization allows you to synchronize the contact objects from your mobile device to your IP Phone 8851.
Quality- of- service
QoS) options
The phone supports Cisco Discovery Protocol and 802.1Q/p standards, and can be configured with an 801.1Q VLAN header containing the VLAN ID overrides configured by the Admin VLAN ID. 2021 Cisco and/ or its affiliates. All rights reserved. Page 9 of 13 Features Specifications
Network features Session Initiation Protocol (SIP) for signaling Session Description Protocol (SDP)
IPv4 and IPv6
User Datagram Protocol ( UDP) ( used only for Real- Time Transport Protocol [ RTP] streams) Dynamic Host Configuration Protocol (DHCP) client or static configuration Gratuitous Address Resolution Protocol (GARP)
Domain Name System ( DNS)
Trivial File Transfer Protocol (TFTP)
Secure Hypertext Transfer Protocol (HTTPS)
VLAN
Real- Time Transport Protocol (RTP)
Real- Time Control Protocol (RTCP)
Cisco Peer- to- Peer Distribution Protocol ( PPDP)
Cisco Discovery Protocol
LLDP (including LLDP- MED)
Switch speed auto- negotiation
Security features Secure boot
Secure credential storage
Device authentication
Configuration file authentication and encryption
Image authentication
Random bit generation
Hardware cryptographic acceleration
Certificate Authority Proxy Function (CAPF)
Manufacturer- Installed Certificates (MIC)
Locally Significant Certificates (LSC)
Ethernet 802.1x supplicant options: Extensible Authentication Protocol- Flexible Authentication via Secure Tunneling ( EAP- FAST) and Extensible Authentication Protocol- Transport Layer Security ( EAPTLS) Signaling authentication and encryption using TLS
Media authentication and encryption using SRTP
HTTPS for client and server
Secure Shell (SSH) Protocol server
Secure Sockets Later (SSL)- based VPN client
Physical dimensions
H × W × D) 9.02
x 10.13 x1.57 in. (229.1 x 257. 34 x40 mm) (excluding foot stand) Weight (with handset) 2.62 lb (1.19 kg) Phone- casing
composition Polycarbonate
acrylonitrile
butadiene styrene (ABS) textured plastic; Cosmetic classAOperational temperature 32 to
104°F (0 to 40°C) Nonoperational temperature
shock
14to
140°F (-10 to 60°C)
2021 Cisco and/ or its affiliates. All rights reserved. Page 10 of 13 Features Specifications
Humidity Operating 10 to 90%, noncondensing
Non- operating 10 to 95%, noncondensing
Language support Arabic (Arabic Area)
Bulgarian (Bulgaria)
Catalan (Spain)
Chinese (China)
Chinese (Hong Kong)
Chinese (Taiwan)
Croatian (Croatia)
Czech (Czech Republic)
Danish (Denmark)
Dutch (Netherlands)
English (United Kingdom)
Estonian (Estonia)
French (France)
French (Canada)
Finnish (Finland)
German (Germany)
Greek (Greece)
Hebrew (Israel)
Hungarian (Hungary)
Italian (Italy)
Japanese (Japan)
Latvian (Latvia)
Lithuanian (Lithuania)
Korean (Korea Republic)
Norwegian (Norway)
Polish (Poland)
Portuguese (Portugal)
Portuguese (Brazil)
Romanian (Romania)
Russian (Russian Federation)
Spanish (Columbia)
Spanish (Spain)
Slovak (Slovakia)
Swedish (Sweden)
Serbian (Republic of Serbia)
Serbian (Republic of Montenegro)
Slovenian (Slovenia)
Thai (Thailand)
Turkish (Turkey)
2021 Cisco and/ or its affiliates. All rights reserved. Page 11 of 13 Features Specifications
Certification and
compliance
Regulatory compliance
CE Markings per directives 2004/108/EC and 2006/95/EC
Safety
UL 60950 Second Edition
CAN/CSA- C22.2 No. 60950 Second Edition
EN 60950 Second Edition (including A11 & A12)
IEC 60950 Second Edition (including A11 & A12)
AS/NZS 60950
GB4943
EMC - Emissions
47CFR Part 15 (CFR 47) Class B
AS/NZS CISPR22 Class B
CISPR22: 2005 w/Amendment 1: 2005 Class B
EN55022: 2006 w/Amendment 1: 2007 Class B
ICES003 Class B
VCCI Class B
EN61000- 3-2
EN61000- 3-3
KN22 Class B
EMC - Immunity
EN55024
CISPR24
EN60601- 1-2
KN24
Armadillo Light
Telecom
FCC Part 68 HAC
CS- 03- HAC
AS/ACIF S004
AS/ACIF S040
NZ PTC 220
Industry Standards: TIA 810 and TIA 920
Industry Standards: IEEE 802.3 Ethernet, IEEE 802.3af and 802.3at Korea ( RRA Public Notification 2010- 36, Nov 01, 2010) Korea (RRA Announce 2011- 2, Feb 28, 2011)
Radio
FCC Part 2.1093 (BT RF Exposure TR)
RSS- 102 (BT RF Exposure TR)
RSS- 210
EN 300.328
EN50385 ( BT RF Exposure TR)
EN 301- 489- 1
EN 301- 489- 17
NCC LP0002
Korea (RRL No. 2006- 128, RRL No. 2006- 129)
Japan Bluetooth GFSK/ EDR
2021 Cisco and/ or its affiliates. All rights reserved. Page 12 of 13 Ordering information
Table 3 gives ordering information for the phone and its accessories.
Table 3. Ordering information
Product Number Description
CP- 8851- K9= Cisco IP Phone 8851, Charcoal
CP- 8851- W- K9= Cisco IP Phone 8851, White
CP- DX- HS= Spare Handset for Cisco IP Phone 7800, 8800, DX600 Series, Charcoal CP- DX- CORD= Spare Handset Cord for Cisco IP Phone 8800, DX600 Series, Charcoal CP- DX- W- HS= Spare Handset for Cisco IP Phone 7800, 8800, DX600 Series, White CP- DX- W- CORD= Spare Handset Cord for Cisco IP Phone 8800, DX600 Series, White CP- 8800- A- KEM= Key Expansion Module for Cisco IP Phone 8800 Series CP- 8800- WMK= Spare Wallmount Kit for Cisco IP Phone 8800 Series CP- 8800- A- KEM- WMK= Spare Wallmount Kit for Cisco IP Phone 8800 Series with single KEM CP- 8800- FS= Spare Foot stand for Cisco IP Phone 8800 Series CP- 8800- B- BEZEL= Spare Black Bezel for Cisco IP Phone 8800 Series CP- 8800- S- BEZEL= Spare Silver Bezel for Cisco IP Phone 8800 Series CP- PWR- CUBE- 4= Cisco Power Cube 4
CP- PWR- CORD- AP= Power Cord Asia Pacific
CP- PWR- CORD- AR= Power Cord Argentina
CP- PWR- CORD- AU= Power Cord Australia
CP- PWR- CORD- BZ= Power cord for Brazil
CP- PWR- CORD- CE= Power Cord European
CP- PWR- CORD- CN= Power Cord China
CP- PWR- CORD- JP= Power Cord Japan
CP- PWR- CORD- NA= Power Cord North America
CP- PWR- CORD- SW= Power Cord Switzerland
CP- PWR- CORD- UK= Power Cord United Kingdom
2021 Cisco and/ or its affiliates. All rights reserved. Page 13 of 13 Warranty
The Cisco IP Phone 8851 phones are covered by a Cisco standard 1- year replacement warranty.
CSR/ Social Responsibility
Information about Cisco’s Environmental, Social and Governance (ESG) policies and initiatives can be found in Cisco’s Corporate Social Responsibility ( CSR) Report.
Cisco unified communications services
Cisco and our certified partners can help you set up a secure, dependable Cisco Unified Communications Solution, meeting aggressive deployment schedules and accelerating business advantage. Cisco's portfolio of services is based on proven methodologies for unifying voice, video, data, and mobile applications on fixed and mobile networks.
Our unique lifecycle approach to services defines what’s needed at each phase of the solution lifecycle.
Customized planning and design services help you create a solution that meets your business needs. Awardwinning technical support helps you boost your operational efficiency. Remote management services simplify day- to- day operations. And optimization services let you modify and improve your network solution when business needs change.
Cisco Capital
Flexible payment solutions to help you achieve your objectives Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third- party equipment in easy, predictable payments.
Learn more.
More information
For additional details about the Cisco IP Phone 8800 Series, go to https:// www.cisco.com/go/ipphones/ 8800.
Printed in USA C78- 731667- 14 12/21
2021 Cisco and/ or its affiliates. All rights reserved. Page 1 of 8 Cisco IP Phone 8851/61 Key
Expansion Module
Data sheet
Cisco public
2021 Cisco and/ or its affiliates. All rights reserved. Page 2 of 8 Contents
Product overview 3
Features and benefits 4
Product specifications 5
System requirements 5
Power requirements 6
Warranty 7
Ordering information 6
Cisco environmental sustainability 7
Cisco Capital 8
For more information 8
2021 Cisco and/ or its affiliates. All rights reserved. Page 3 of 8 Quickly adapt to market changes. Increase productivity. Improve competitive advantage through speed and innovation. And deliver a rich- media experience across any workspace securely and with the best possible quality. Cisco® Unified Communications Solutions enable the collaboration that makes this possible (Figure 1).
Figure 1.
Cisco IP Phone 8851/ 61 Key Expansion Module
Product overview
Call coverage is critical for administrative assistants and others who must monitor and manage the status of calls. It requires the ability to instantly determine the status of numerous lines beyond those of the Cisco IP Phone 8851, 8851NR, and 8861 models.
Note: The Cisco IP Phone 8851 and 8861 models includes the standard 8851 model and the 8851NR model, which is the nonradio 8851 and 8865 models. The NR models are designed for military and other customers who need a Key Expansion Module (KEM) but cannot place phones with Bluetooth or other radios on their premises. All attributes of the 8851 and 8851NR are identical except that the 8851NR has no Bluetooth radio on its boards.
The Cisco IP Phone 8851/61 Key Expansion Module extends the capabilities of Cisco IP Phone 8851, 8851NR, and 8861 models with additional buttons and a color LCD display. This key expansion module adds 14 physical keys with access to 14 additional keys, using the page keys, for a total of 28 additional keys. You can connect up to three 8851/61 Key Expansion Modules to the IP Phone 8861 and up to two 8851/61 KEMs to the IP Phone 8851 and 8851NR.
The 8851/61 Key Expansion Module comes with a foot stand and all necessary hardware to connect it directly to the base device in the traditional side- by- side fashion. 2021 Cisco and/ or its affiliates. All rights reserved. Page 4 of 8 Features and benefits
The large LCD displays of the Cisco IP Phone 8851/61 Key Expansion Module allows for quick and easy identification of associated buttons. Using the settings menu of the IP Phone 8851, 8851NR, and 8861 models, you can adjust the brightness of the individual KEM LCD according to your preference.
The primary function of the 8851/61 Key Expansion Module is to provide additional keys for directory numbers, speed dial, or programmable feature keys to the IP Phone 8851, 8851NR, and 8861 models. These keys are illuminated, and when configured as directory numbers or shared- line keys they allow for easy identification of line status. The 8851/ 61 Key Expansion Module is an ideal call- coverage tool. It provides features that are similar, but not intended to be directly comparable to those of traditional Direct Station Selection/ Busy Lamp Field (DSS/BLF) modules; therefore, it is neither an operator nor an attendant console.
The two illuminated page buttons below the Cisco IP Phone 8851/ 61 Key Expansion Module display allow you to shift between the first and second page of 14 buttons, providing access to all 28 keys.
Table 1 describes the features and benefits in more detail.
Table 1. Features and benefits
Feature Benefits
Illuminated Buttons
Off (dark) Line available
Green, steady Line in use
Red, steady Line in use by shared line
Amber, flashing Line ringing
Illuminated Page Buttons
Off (dark) Page not in focus
Green, steady Page in focus
Amber, flashing Page not in focus, with one or more alerting or on- hold calls present on page Hardware and Power- Saving Features
Graphical display The 3.5- inch graphical ( TFT) color displays provides 16- bit color depth and 320 x 480 effective pixel resolution, with backlight. The display also supports localization requiring double- byte Unicode encoding for fonts.
Articulation You can articulate the display to match the same angle as the Cisco IP Phone 8851, 8851NR, and 8861 that it is connected to.
Directory- number and feature
buttons
The module has 14 physical buttons (28 using page keys). 2021 Cisco and/ or its affiliates. All rights reserved. Page 5 of 8 Feature Benefits
Page buttons Use the two page buttons to access each page of 14 buttons and provide phone status.
Sleep or inactivity mode When Cisco IP Phone 8851, 8851NR, and 8861 models are in power- saving sleep or inactivity mode, the Cisco IP Phone 8800 KEM is also in sleep or inactivity mode.
Pressing any button on the key expansion module causes the display to awaken. The system administrator configures the inactivity period.
Product specifications
Table 2 describes the hardware product specifications of the Cisco IP Phone 8851/61 Key Expansion Module.
Table 2. Product specifications
Feature Specifications
Physical dimensions
H x W x D)
9.015 x 4.45 x 1.58 in. (L X W X D)
229 x 113 x 40 mm)
Weight 1lb (448g)
Power 48 VDC, 117 mA maximum
Operating temperature 32 to 104°F (0 to 40° C)
Relative humidity 10 to 95%
Storage temperature 12 to 140° F (- 10 to 60° C)
Approvals and compliance https:// www.cisco.com/ en/US/ docs/ voice_ip_comm/ cuipph/ all_models/ regulatory_ compli ance/english/ install/guide/iphrcsi3.html
System requirements
Table 3 lists the system requirements for the 8851/61 KEM.
Table 3. System requirements
Phone Firmware/Call Control Server Release
Cisco IP Phone 8800 firmware 12.0.1.11 and later
Call- control compatibility Cisco Unified Communications Manager Version 10.5(2) and later; and Cisco Unified Survivable Remote Site Telephony ( SRST) 11.0 (with Cisco IOS® Software Release 15.3(3)M) and later
2021 Cisco and/ or its affiliates. All rights reserved. Page 6 of 8 Power requirements
The Cisco IP Phone 8851/61 Key Expansion Module doesn’t have its own local power supply; it gets power from the attached phones. For more power- supply details, please refer to Table 4.
Table 4. Power- Supply Compatibility Table
Configuration 802.3af Power over Ethernet (PoE) 802.3at PoE Cisco IP Phone Power Cube 4 8851 + KEM x 1 Yes Yes Yes
8851 + KEM x 2 No No Yes
8861 + KEM x 1 No Yes Yes
8861 + KEM x 2 No Yes* Yes
8861 + KEM x 3 No Yes* Yes
8865 + KEM x 1 No Yes Yes
8865 + KEM x 2 No Yes** Yes
8865 + KEM x 3 No Yes** Yes
Note: The fast- charging feature on the back USB does not work when more than one KEM is attached to a Cisco IP Phone 8861 using 802.3at PoE.
Note: The fast- charging feature on the back USB doesn’t work when more than one KEM is attached to a Cisco IP Phone 8865 unless Cisco Universal PoE (UPoE) is used.
Ordering information
To place an order, visit the Cisco Ordering Home Page and refer to Tables 5 and 6.
Table 5. Ordering information
Product Name Part Number
Cisco IP Phone 8800 Key Expansion Module CP- 8800- A- KEM= Cisco Unified IP Phone Power Cube 4 CP- PWR- CUBE- 4=
Cisco Unified IP Phone Power Country Cord CP- PWR- CORD- xx= Cisco IP Phone 8800 Wall Mount Kit for Single KEM* CP- 8800- A- KEM- WMK= Note: The Cisco IP Phone Wall- Mount Kit for a single KEM is a locking wall- mount kit that supports the 8851 and 8861 audio phones only.
This wall- mount kit does not support the 8865 video phone and a KEM because of the difference in the rear housing on the 8865. 2021 Cisco and/ or its affiliates. All rights reserved. Page 7 of 8 Table 6. Ordering information - AC Country Power Cords
Country Cord Part Number
Asia Pacific CP- PWR- CORD- AP=
Argentina CP- PWR- CORD- AR=
Australia CP- PWR- CORD- AU=
European Community CP- PWR- CORD- CE=
China CP- PWR- CORD- CN=
Japan CP- PWR- CORD- JP=
North America CP- PWR- CORD- NA=
Switzerland CP- PWR- CORD- SW=
United Kingdom CP- PWR- CORD- UK=
Warranty
Cisco Unified IP Phones are covered by a Cisco standard 1- year replacement warranty.
Cisco environmental sustainability
Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the “Environment Sustainability” section of Cisco’s Corporate Social Responsibility (CSR) Report.
Reference links to information about key environmental sustainability topics (mentioned in the “Environment Sustainability” section of the CSR Report) are provided in the following table:
Sustainability topic Reference
Information on product material content laws and regulations Materials Information on electronic waste laws and regulations, including products, batteries, and packaging WEEE compliance Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice. 2021 Cisco and/ or its affiliates. All rights reserved. Page 8 of 8 Cisco Capital
Flexible payment solutions to help you achieve your objectives Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third- party equipment in easy, predictable payments.
Learn more.
For more information
For more information about the Cisco IP Phone 8851/61 Key Expansion Module, please visit https:// www.cisco.com/go/ipphones/ 8800, or contact your local Cisco account representative.
Printed in USA C78- 739846- 01 02/21
2021 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 7 Data Sheet
Cisco IP Conference Phone 8832 Data Sheet
The Cisco® IP Conference Phone 8832 is a business-class conferencing station for large meeting rooms and executive offices.
The Cisco IP Conference Phone 8832 enhances people- centric collaboration by delivering easy-to-use audio conferencing with astounding voice quality and clarity. Newly developed microphones and loudspeakers provide the richest sound of any conference phone on the market. Our unique acoustic design includes a “studio-monitor” full-range speaker. This loudspeaker architecture provides a dynamic, detailed sound with low distortion and lowfrequency clarity, making conferencing an in-person experience with exceptionally clear and natural audio quality.
The Cisco IP Conference Phone 8832 provides a simple, flexible, scalable solution that meets the challenges of the most diverse rooms. With the base unit alone, it provides 360-degree coverage for any 20x20-foot room and up to 10 participants. With the optional wired extension microphone kit, it covers any 20x34-foot room and up to 22 participants. With the optional wireless extension microphone kit (using Digital Enhanced Cordless Telecommunications [ DECT] technology), it covers any 20x40-foot room and up to 26 participants. With a daisychain configuration of two 8832 units along with the optional wireless extension microphone kit, it covers up to a 20x57-foot room and up to 42 participants. It is ideal for executive offices, conference rooms, and boardrooms.
The 8832 unit has a sleek form by using approachable materials for a differentiated, modern look and feel. The key design elements include the following:
3.9-inch 480x128- pixel color LCD
Textile cover for soft touch and durability
Large mute button in the middle of the device for easy access from all angles LED indicator above the mute button showing the call status Raised edge for easier handling and repositioning on tabletop Crisp, precise button tactility
Single USB-C port on the device to minimize the number of cables on the table (an Ethernet injector is required for any non-Wi-Fi deployment)
2021 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 7 The optional wired microphone kit includes two wired microphones with anodized aluminum top housing.
The key features of this conference phone are as follows:
360-degree room coverage; base unit alone covers up to a 10-foot microphone pickup range Single line with a user experience of multiple calls per line Session Initiation Protocol ( SIP) signaling
Codec support, including G.711(u/A), G.729a, G.729ab, iLBC, G.722, and OPUS IPv6 support
Secure Hash Algorithm ( SHA)-256 enabled for advanced security features Mobile and Remote Access ( MRA) support
Wi-Fi support
Wired extension microphone support
Wireless extension microphone support
Daisy- chain support
Client Matter Code (CAC) and Forced Authorization Code (FAC) Support Compatible with both IEEE 802.3af and 802.3at Power over Ethernet ( PoE) Class 3 consumption ( both PoE and non-PoE Ethernet injector options are available)
Features and benefits
Table 1 lists the features and benefits of the Cisco IP Conference Phone 8832.
Table 1. Features and benefits
Feature Benefits
Graphical display 480x128- pixel backlit 24-bit color LCD, 3.9-in. (9.9-cm) diagonal Ethernet switch 10/100 BASE- T via an Ethernet injector Keys The phone has the following keys:
Four context- sensitive soft key bars
Two- way navigation bar and select button
Standard keypad
Volume- control bar
Large mute key for ease of access
IEEE PoE IEEE PoE Class 3; compatible with both IEEE 802.3af and 802.3at switch blades; supports both Cisco Discovery Protocol and Link Layer Discovery Protocol - Power over Ethernet LLDP- PoE) Call control support Native support in Cisco Unified Communications Manager 12.0(1); DevPack required for Cisco Unified Communications Manager 10.5.2, 11.0, and 11.5
Licensing
The Cisco IP Phone 8832 requires an Enhanced User Connect License ( UCL) in order to connect to Cisco Unified Communications Manager.
Product specifications
Table 2 lists the specifications of the Cisco IP Conference Phone 8832. 2021 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 3 of 7 Table 2. Specifications
Feature Specifications
Audio G.711 a-law and mu-law, wideband ( G.722), G.729a, G.729ab, Internet Low Bitrate Codec ( iLBC), OPUS Automatic Gain Control
Comfort Noise Generation
Silence Suppression/ Voice Activity Detection
Echo Suppression
Dynamic Noise Reduction
Acoustics Frequency: Speaker, 100 Hz to 20 kHz; microphones, 100 Hz to 12 kHz, ± 3 dB Max adjustable volume: 89 dB within 0.5 m
Call features + Dialing
Adjustable ring tones and volume levels
Barge
Call forward
Call history lists
Call park
Call timer
Call waiting
Caller ID
Corporate directory
Conference
Hold
Music on Hold (MoH)
Mute
Predialing before sending
Redial
Shared line
Speed dial ( Favorites)
Time and date display
Transfer
Voicemail ( messages)
Quality- of-Service ( QoS)
options
The phone supports Cisco Discovery Protocol and 802.1Q/p standards and can be configured with an 802.1Q VLAN header containing the VLAN ID overrides configured by the admin VLAN ID.
Network features Session Initiation Protocol ( SIP) for signaling Session Description Protocol ( SDP)
IPv4
IPv6
User Datagram Protocol ( UDP) ( used only for Real- Time Transport Protocol streams) Dynamic Host Configuration Protocol ( DHCP) client or static configuration Gratuitous Address Resolution Protocol ( GARP)
Domain Name System ( DNS)
Trivial File Transfer Protocol ( TFTP)
Secure HTTP ( HTTPS)
VLAN
Real-Time Transport Protocol ( RTP)
Real-Time Control Protocol ( RTCP)
Cisco Discovery Protocol
LLDP ( including LLDP- MED)
Switch speed auto- negotiation
Security features Secure credential storage
Image authentication
Random bit generation
Manufacturer- Installed Certificates ( MICs)
Secure boot
SHA-256 enabled for advanced security features
2021 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 4 of 7 Feature Specifications
Ethernet 802. 1X supplicant options: Extensible Authentication Protocol – Flexible Authentication via Secure Tunneling ( EAP- FAST) and Extensible Authentication Protocol – Transport Layer Security ( EAP-TLS) Signaling authentication and encryption using TLS v1.2
Media authentication and encryption using SRTP
HTTPS for client and server
Secure Shell ( SSH) Protocol server
Physical dimensions
H x W x D)
10.9 x 10.9 x 2.4 in. (278 x 278 x 61 mm)
Weight 4.07 lb (1.85 kg)
Phone- casing composition Acrylonitrile Butadiene Styrene ( ABS) textured plastic; Cisco cosmetic class A Operational temperature 32° to 104°F (0° to 40°C)
Nonoperational temperature
shock
14° to 140° F (–10° to 60°C)
Humidity Operating 10% to 90%, noncondensing
Nonoperating 10% to 95%, noncondensing
Language support Arabic ( Arabic Area)
Bulgarian ( Bulgaria)
Catalan ( Spain)
Croatian ( Croatia)
Czech ( Czech Republic)
Danish ( Denmark)
Dutch ( Netherlands)
English ( United Kingdom)
Estonian ( Estonia)
French ( Canada)
French ( France)
Finnish ( Finland)
German ( Germany)
Greek ( Greece)
Hebrew ( Israel)
Hungarian ( Hungary)
Italian ( Italy)
Japanese ( Japan)
Korean ( Korea Republic)
Latvian ( Latvia)
Lithuanian ( Lithuania)
Norwegian ( Norway)
Polish ( Poland)
Portuguese ( Portugal)
Portuguese ( Brazil)
Romanian ( Romania)
Russian ( Russian Federation)
Serbian ( Republic of Serbia)
Serbian ( Republic of Montenegro)
Simplified & Traditional Chinese ( China)
Slovak ( Slovakia)
Slovenian ( Slovenia)
Spanish ( Columbia)
Spanish ( Spain)
Swedish ( Sweden)
Thai ( Thailand)
Turkish ( Turkey)
Ukrainian ( Ukraine)
2021 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 5 of 7 Feature Specifications
Certifications and compliance Regulatory compliance
CE Markings per directives 2014/ 30/EU and 2014/ 53/EU and 2014/ 35/EU Safety
UL 60950 Second Edition
CAN/ CSA- C22. 2 No. 60950 Second Edition
EN 60950 Second Edition ( including A11 and A12)
IEC 60950 Second Edition ( including A11 and A12)
EN 60950- 1
IEC 60950- 1
AS/ NZS 60950. 1
EMC – Emissions
47CFR Part 15 (CFR 47) Class B
AS/NZS CISPR32 Class B
CISPR32 Class B
EN55032 Class B
EN 300 386
ICES003 Class B
VCCI Class B
EN61000- 3-2
EN61000- 3-3
EN61000- 4-2
IEC61000- 4-2
EN61000- 4-3
IEC61000- 4-3
EN61000- 4-6
IEC61000- 4-6
KN22 Class B
EMC – Immunity
EN55024
CISPR24
KN24
Armadillo Light
Telecom
AS/ACIF S004
NZPTC220
Industry standards: TIA 810 B and TIA 920 A
Industry standards: IEEE 802.3 Ethernet, IEEE 802.3af and 802.3at Radio
FCC Part 2.1093 ( BT RF Exposure TR)
RSS- 102 ( BT RF Exposure TR)
RSS- 210
RSS-213
RSS-247
EN 300 328
EN 300 440
EN 301 406
EN 50385 ( BT RF Exposure TR)
EN 301-489-1
EN 301-489-3
EN 301-489-6
EN 301- 489- 17
EN 301 893
NCC LP0002
2021 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 6 of 7 Product Specifications
Table 3 gives ordering information for the phone and its accessories.
Table 3. Ordering information
Product number Description
CP- 8832- K9 Cisco IP Conference Phone 8832 base in charcoal color for North America. This also includes an adapter along with a 9.8-ft (3-m) USB- C cable.
CP-8832- W-K9 Cisco IP Conference Phone 8832 base in white color for North America. This also includes an adapter along with a 9.8-ft (3-m) USB- C cable.
CP- 8832- EU-K9 Cisco IP Conference Phone 8832 base in charcoal color for APAC, EMEA, Australia and New Zealand. This also includes an adapter along with a 9.8-ft (3-m) USB-C cable.
CP- 8832- EU-W-K9 Cisco IP Conference Phone 8832 base in white color for APAC, EMEA, Australia and New Zealand. This also includes an adapter along with a 9.8-ft (3-m) USB- C cable.
CP-8832- LA-K9 Cisco IP Conference Phone 8832 base in charcoal color for LATAM. This also includes an adapter along with a 9.8-ft (3-m) USB- C cable.
CP- 8832- LA-W-K9 Cisco IP Conference Phone 8832 base in white color for LATAM. This also includes an adapter along with a
9.8-ft (3-m) USB-C cable.
CP- 8832- J-W-K9 Cisco IP Conference Phone 8832 base in white color for Japan. This also includes an adapter along with a
9.8-ft (3-m) USB- C cable.
CP-8832- NR-K9 Cisco IP Conference Phone 8832 base No-Radio ( NR) version in charcoal color. This also includes an adapter along with a 9.8-ft (3-m) USB- C cable.
CP- 8832- MIC- WIRED= Optional Cisco IP Conference Phone 8832 Wired Microphone Kit in silver color for worldwide use. Kit includes two wired microphones.
CP- 8832- MIC- WLS= Optional Cisco IP Conference Phone 8832 Wireless Microphone Kit in silver color for North America. Kit includes two wireless microphones, a charging tray, a power adapter and a USB- C cable.
CP-8832- MIC-WLS-E= Optional Cisco IP Conference Phone 8832 Wireless Microphone Kit in silver color for APAC, EMEA, Australia and New Zealand. Kit includes two wireless microphones, a charging tray, a power adapter and a USB- C cable.
CP-8832- MIC-WLS- J= Optional Cisco IP Conference Phone 8832 Wireless Microphone Kit in silver color for Japan. Kit includes two wireless microphones, a charging tray, a power adapter and a USB- C cable.
CP- 8832- DC= Optional Cisco IP Conference Phone 8832 Daisy Chain Kit for North America. This includes a smart adapter, a power adapter and three USB- C cables.
CP- 8832- DC- EU= Optional Cisco IP Conference Phone 8832 Daisy Chain Kit for Europe. This includes a smart adapter, a power adapter and three USB- C cables.
CP-8832- DC-AUNZ= Optional Cisco IP Conference Phone 8832 Daisy Chain Kit for Australia and New Zealand. This includes a smart adapter, a power adapter and three USB- C cables.
CP- 8832- POE= Cisco IP Conference Phone 8832 PoE Adapter Spare for Worldwide. A USB- C cable is included.
CP-8832- ETH= Cisco IP Conference Phone 8832 non-PoE Ethernet Adapter Spare for North America. A USB- C cable is included.
CP- 8832- PWR= Cisco IP Conference Phone 8832 Power Adapter Spare for North America. A USB- C cable is included.
CP-8832- ETH-WW= Cisco IP Conference Phone 8832 non-PoE Ethernet Adapter Spare for Worldwide, with configurable Power Clip. A USB- C cable is included
CP- 8832- PWR- WW= Cisco IP Conference Phone 8832 Power Adapter Spare for Worldwide, with configurable Power Clip. A USBC cable is included CP- 8832- USB- CAB= Cisco IP Conference Phone 8832 USB- C Cable Spare. This is a USB- C cable to connect 8832 phone base and PoE ( or ETH, PWR) adapter.
Here are the recommended ordering options based on the power sources:
Power over Ethernet ( PoE) deployment option: A Cisco IP Conference Phone 8832 PoE Adapter is required.
Non-PoE Ethernet deployment option: A Cisco IP Conference Phone 8832 non-PoE Ethernet Adapter is required.
2021 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 7 of 7 Wi-Fi deployment option: A Cisco IP Conference Phone 8832 Power Adapter is required.
For 8832 purchase, please order the phone PID (for example, CP-8832-K9, CP-8832-EU-K9, CP-8832-NR-K9, etc.) and select one of the above options. The base package includes one of the power sources selected.
For daisy-chain deployment, please order two phone PIDs (for example, CP-8832-K9) and a daisy-chain kit (for example, CP-8832-DC=).
Warranty
The Cisco IP Conference Phone 8832 is covered by a standard 1-year replacement warranty.
Cisco Unified Communications Services
Cisco and our certified partners can help you set up a secure, dependable Cisco Unified Communications solution, meeting aggressive deployment schedules and accelerating business advantage. Cisco’ s portfolio of services is based on proven methodologies for unifying voice, video, data, and mobile applications on fixed and mobile networks.
Our unique lifecycle approach to services defines what’s needed at each phase of the solution lifecycle.
Customized planning and design services help you create a solution that meets your business needs. Awardwinning technical support helps you boost your operational efficiency. Remote management services simplify dayto-day operations. And optimization services let you modify and improve your network solution when business needs change.
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Flexible payment solutions to help you achieve your objectives Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third-party equipment in easy, predictable payments. Learn more.
More information
For additional details about the Cisco IP Phone 8800 Series, go to https://www.cisco.com/go/ipphones/ 8800.
Printed in USA C78- 739624- 06 07/ 21
Cisco Wireless Phone 800 Series
Data sheet
Cisco public
2024 Cisco and/ or its affiliates. All rights reserved. Page 1 of 14 2024 Cisco and/ or its affiliates. All rights reserved. Page 2 of 14 Contents
Product overview 3
Features and benefits 3
Licensing 4
Product specifications 4
Ordering information 12
Warranty information 15
Cisco environmental sustainability 15
Cisco Capital 15
Document history 16
2024 Cisco and/ or its affiliates. All rights reserved. Page 3 of 14 Cisco Wireless Phones 840 and 860 deliver enterprise- grade voice over IP via wireless smartphones to enable mobility- based productivity.
Product overview
The Cisco Wireless Phone 800 Series delivers enterprise- grade voice over IP via wireless, handheld devices.
The Cisco Wireless Phones provide an application platform that enables third- party applications in a variety of enterprise environments, including healthcare, retail, and manufacturing. These environments require a device that can withstand abuse, while simultaneously enabling users to access information and collaborate quickly and securely with other team members. Cisco Wireless Phones deliver security with AES encryption that ensures secure voice- over- Wi- Fi functionality.
The 800 series phones are built to leverage either Cisco Unified Communications Manager or Webex Calling for call control. Users can take advantage of common enterprise voice features like conference, transfer, and call park. Administrators will relish the ability to manage productivity- enhancing applications through Cisco Meraki System Manager Enterprise Mobility Management (EMM) or alternately through other third- party EMM providers. Users will achieve new levels of success through collaboration applications like Cisco Webex Teams, which is included in the phones.
The 800 series phones are certified for Google Mobility Services and have undergone stringent testing to ensure application compatibility for Android. Like other smart phone hardware and operating systems in the market, third party application compatibility and support is the responsibility of third party application providers.
Features and benefits
Table 1 outlines some of the key features and benefits of the Cisco Wireless 800 Series Phones.
Table 1. Features and benefits
Feature Benefit
Android Operating System 10 Enables administrators to control and manage applications deployed to the phones to enable employee productivity
MIL SPEC 810G Withstands drops to deliver peace of mind and investment protection IP68 rated hardware (860) Provides ruggedized hardware that withstands dust and water damage in harsh environments
Hot- swappable battery (860) Facilitates users to swap batteries in the field without a device restart, providing 100% device uptime
Barcode scanner (optional) Supports various retail, healthcare, and manufacturing use cases that require barcode scanning
2024 Cisco and/ or its affiliates. All rights reserved. Page 4 of 14 Licensing
The Cisco Wireless Phone 840 and 860 require an Enhanced User Connect License (UCL) or a Cisco Unified Workspace License (UWL) in order to register to Cisco Unified Communications Manager.
Product specifications
Table 2 shows the detailed hardware features of the Cisco Wireless Phone 860 and 860S.
Table 2. Hardware features
Hardware feature Cisco Wireless Phone 860 (CP- 860)
Weight 204g, 214g ( scanner)
Dimensions 153 x 76 x 12 mm
Battery Hot- swappable, 3000 mAh
Input power 100 to 240 VAC, ~0.5A, and 50 to 60 Hz
AC adapters ( by geographical region)
Processor 1.8/2.2 GHz Octa- core, 64- bit processor
Camera 13 MP rear with flash, 8 MP front
Memory 4 GB
Storage 64 GB
Radio frequency standards 2.4 and 5 GHz; 802.11 a/b/g/n/d/h/i/k/r/u/ac Bluetooth 5.0 LE
Display 5.2-inch 1080x1920, Gorilla™ glass multi- touch screen Buttons Power, Action, volume up/ down, 2 user- programmable Operating temperature 32 to 104° F (0 to 40° C)
Storage temperature - 22 to 140° F (- 30 to 60° C)
Relative humidity 10% to 95% (noncondensing)
Interfaces USB- C, 3.5 mm audio, NFC ( ISO 14443, Tag Types 1- 5), fingerprint scanner Sensors Accelerometer
Gyroscope
Magnetometer ( compass)
ALS/ proximity
Durability Ingress Protection Standard IP68 – protects against dust ingress Waterproof – survives water submersion of more than 1 meter for 30+ minutes MIL- STD- 810G drop testing - survives 78 1.8 meter drops onto a steel plate 2024 Cisco and/ or its affiliates. All rights reserved. Page 5 of 14 Table 3 shows the detailed hardware features of the Cisco Wireless Phone 840 and 840S.
Table 3. Hardware features
Hardware Feature Cisco Wireless Phone 840 (CP- 840)
Weight 180g, 200g (scanner)
Dimensions 133 x 66 x 13 mm
Battery Swappable, 3040 mAh
Input power 100 to 240 VAC, ~ 0.5A, and 50 to 60 Hz
AC adapters ( by geographical region)
Processor 1.8 GHz Octa- core, 64- bit processor
Camera 8 MP rear with flash, 2 MP front
Memory 3 GB
Storage 32 GB
Radio frequency standards 2.4 and 5 GHz; 802.11 a/b/g/n/d/h/i/k/r/u/ac Bluetooth 4.2
Display 4.0- inch 800x480, Dragontrail™ glass multi- touch screen Buttons Power, Action, volume up/ down, 2 user- programmable Operating temperature 14 to ° F (- 10 to 122° C)
Storage temperature - 40 to 178° F (- 40 to 70° C)
Relative humidity 10% to 95% (noncondensing)
Interfaces USB- C, 3.5 mm audio, NFC (ISO 14443, Tag Types 1-5) Sensors Accelerometer
Gyroscope
Magnetometer ( compass)
ALS/ proximity
Durability Ingress Protection Standard IP65 – protects against dust ingress Water- resistant – resists water splashed on device
MIL- STD- 810G drop testing – survives multiple 1.8 meter drops onto a steel plate Table 4 shows the software features for the Cisco Wireless Phone 800 Series.
Table 4. Software Features
Software Feature Details
Calling Features + Dialing
2024 Cisco and/ or its affiliates. All rights reserved. Page 6 of 14 Software Feature Details
Adjustable ringing and volume levels
Adjustable display brightness and timeout
Audible and vibrating ringers
Auto Answer
Automatic keypad lock
Auto- detection of headset and auto- answer from headset ( BT) Call forward
Call forward notification
Callback
Call history lists
Call park
Call Recording ( CUCM)
Call reject
Call timer
Call waiting
Caller ID
Corporate directory
Conference
Do Not Disturb ( DND)
Extension Mobility
Extension Mobility Cross Cluster
Failover, Fallback, Redundancy, Resiliency
Forced authorization and client matter codes
G.711u, G.711a, G.722, G.729a, and OPUS Codecs
Hold/ Resume
Hunt group login/ logout
Hotelling - login/ logout (Webex Calling)
Immediate divert
Location Awareness and Reporting
Merge
Multiple Lines
Music On Hold (MoH, non- multicast)
Message Waiting Indication (MWI)
Mute
Redial
Network profile support via EMM/ MDM
Shared Lines
2024 Cisco and/ or its affiliates. All rights reserved. Page 7 of 14 Software Feature Details
Support for Mutual- auth TLS
Configuration Management ( EMM Alternative)
Synchronization of Contacts Through CUCM
Iterative contact search
Network Hold
Noise Cancellation
Pre- dialing before sending
Personal directory
Time and date display
Phone app Reset and Restart through CUCM
SIP Digest Authentication
SIP Using TCP
Speed Dial (on- phone configuration)
Transfer: Announced, Blind
Visual Voicemail
Codecs Opus
G.711a, G.711u
G.722
G.729a
Protocol Session Initiation Protocol (SIP)
Call Control Cisco Unified Communications Manager 11.5(1)SU8, 12.5(1)SU3, 14.0(1) Webex Calling with version 1.6 firmware or later
Security Features WPA2- Personal, WPA2- Enterprise with 802.1X (EAP- TLS, PEAP and EAP- TTLS) with Opportunistic Key Caching ( OKC), Cisco Client Key Management ( CCKM) and 802.11r Fast Transition) Secure Real- Time Transport Protocol, PCI Compliance Configuration Options Manual or Dynamic Host Configuration Protocol ( DHCP) Support for online firmware upgrades using Trivial File Transfer Protocol ( TFTP) Domain Name Service ( DNS)
Simple Network Time Protocol ( SNTP)
Lightweight Directory Access Protocol ( LDAP)
XML and XHTML
Application Platform Android OS 10
Barcode Barcode scanner and configuration application for devices configured with barcode scanner hardware ( 840S and 860S)
Battery Life Provides details including current charge level, health and number of charge cycles completed
Buttons Hardware button action customization
Call Quality Provides Wi- Fi access metrics and preference options 2024 Cisco and/ or its affiliates. All rights reserved. Page 8 of 14 Software Feature Details
Cisco Phone Native dialer application that registers to Cisco Unified Communications Manager for calling purposes
Custom Settings Device customization options that can be configured by a user or administrator Emergency Configuration and calling for emergency situations Logging Management of diagnostic information by the system administrator Push- To- Talk (PTT) Provides PTT radio multicast communication when configured via the appropriate multicast address for broadcast traffic
System Updater Enables phone firmware updates
Web API Application developer interface for external services and integration with XML applications
User Localization Danish, Dutch, English ( UK), English ( US), Finnish, French ( Canada), French ( France), German, Hungarian, Italian, Norwegian, Portuguese ( Brazilian), Spanish ( Spain), Spanish Columbia), Portuguese (Portugal), Slovenian, Russian, Swedish Geographic Availability Albania
Australia
Austria
Belgium
Bosnia and Herzegovina
Bulgaria
Canada
Cyprus
Czech Republic
Denmark
Egypt
Estonia
Finland
France
Germany
Gibraltar
Greece
Greenland
Hong Kong
Hungary
Iceland
Ireland
Italy
2024 Cisco and/ or its affiliates. All rights reserved. Page 9 of 14 Software Feature Details
Japan
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Mexico
Monaco
Montenegro
Netherlands
New Zealand
North Macedonia
Norway
Poland
Portugal
Qatar
Romania
Saudi Arabia
Singapore
Slovakia
Slovenia
Spain
Sweden
Switzerland
United Arab Emirates
United Kingdom
United States
Wireless Features
The Cisco Wireless Phones support a multitude of wireless features including frequencies, channels and IEEE protocols. The details of wireless support are documented in the deployment guide.
Compliance Details
Table 5 shows the compliance details for the Cisco Wireless Phone 800 Series.
Table 5. Compliance Details
Category Details
Compliance Markings CE Markings per directives 2014/30/EU and 2014/35/EU and 2014/53/EU 2024 Cisco and/ or its affiliates. All rights reserved. Page 10 of 14 Category Details
Safety ANSI/ UL 62368- 1- 2019
CAN/ CSA C22.2 No. 62368- 1:19
EN 62368- 1:2014,
EN 62368- 1:2014/AC:2015
EN 62368- 1: 2014 +A11: 2017
IEC 62368- 1:2014
AS/ NZS 62368. 1:2018
IEC 60529 (IP 54)
Electromagnetic Compatibility
and Electromagnetic
Interference ( EMC/ EMI)
47 CFR Part 15 Class B
ICES- 003 Class B
EN 55035:2017
AS/ NZS CISPR 35:2016
CISPR 35:2016
VCCI Class B
EN 61000- 3- 2:2006,
EN 61000- 3-2:2006/A1:2009,
EN 61000- 3-2:2006/A2:2009
EN 61000- 3- 2:2014
EN 61000- 3- 3:2008
EN 61000- 3- 3:2013
EN 55035: 2017
EN 61000- 6-1:2007
EN 61000- 6-3:2007,
EN 61000- 6- 3:2007/ A1:2011/ AC:2012,
EN 61000- 6- 3:2007/ A1:2011
EN 300 386 V1.6.1
IEC 60601- 1- 2
Telecom FCC Part 68 (CFR) (HAC)
NZ PTC 220 DR
AS/ ACIF S004 and AS/ ACIF S040 (Australia)
TIA 810- B and TIA 920- A
Canada- CS- 03- HAC
Radio USA: FCC Part 15.247 (2.4 GHz), FCC Part 15.407 (5 GHz), and FCC Part 2 Canada: RSS- 210
Japan: ARIB STD- T66 (2.4 GHz), ARIB STD- T70, and T71 (4.9/5 GHz) ETSI: EN 300 328 v2.2.2;
2024 Cisco and/ or its affiliates. All rights reserved. Page 11 of 14 Category Details
EN 301 893 v2.1.1
EN 300 330 v2.1.1;
EN 300 440 v2.2.1
AS/ NZS 4268:2017 A1
Singapore: IMDA TS SRD
Hong Kong: HKTA1039
RF Exposure OET- 65C (01- 01)
ANSI C95.1 (91)
RSS- 102
ACA Radio Communications ( Electromagnetic Radiation – Human Exposure) Standard 2003
EN 50360: 2017
ETSI: EN 301 489- 1
EN 301 489- 3
EN 301 489- 17
Ordering information
Cisco Wireless Phones and accessories can be ordered through certified Cisco partners. For more information about ordering and product configuration, partners can visit the Cisco Ordering Home Page or visit the Partner Phone Ordering Guide.
The Cisco Wireless Phone 840 and 840S is sold as a phone and battery only, or as a phone, battery and charger bundle.
Table 6 shows the power options for the Cisco Wireless Phone 840 and 840S.
Table 6. Cisco Wireless Phone 840 power options
Category Details
Power The 840 is a mobile device that requires a charged battery in order to operate. The phone can be charged with the USB- C charger and cable that are supplied with the bundle or with one of the stand- alone desktop chargers. Both the USB- C charger and the desktop chargers can be ordered individually.
The single- unit phone and battery desktop chargers are sold without a power supply. Partners should order a desktop charger and a corresponding power supply for the appropriate region. The multi- charger ships with a charger.
Example: To charge a single phone in a desktop charger, order the CP- 840- PH- DCHR= and one of the following power supplies:
CP- 840- DCHR- PS- AU=
CP- 840- DCHR- PS- EU=
CP- 840- DCHR- PS- NA=
CP- 840- DCHR- PS- UK=
2024 Cisco and/ or its affiliates. All rights reserved. Page 12 of 14 The Cisco Wireless Phone 860 and 860S is sold as a phone and battery only, or as a phone, battery and charger bundle.
Table 7 shows the power options for the Cisco Wireless Phone 860 and 860S.
Table 7. Cisco Wireless Phone 860 power options
Category Details
Power The 860 is a mobile device that requires a charged battery in order to operate. The phone can be charged with the USB- C charger and cable that are supplied with the bundle or with one of the stand- alone desktop chargers. Both the USB- C charger and the desktop chargers can be ordered individually.
The single- unit phone and battery desktop chargers are sold without a power supply. Partners should order a desktop charger and a corresponding power supply. The multi- charger base and bundles ship with a wall power cord to connect the base to wall power and does not require a separate power supply.
Example: To charge a phone or battery in a stand- alone desktop charger, order the CP- 860- DCHR= and the CP- 860- DCHR- PSU=.
The multi- charger can be purchased as a bundle to charge 4 batteries and 4 phones, or in a separate configuration to charge 8 batteries. Additionally, the multi- charger base and desktop charger units can be purchased individually to create a purpose- built configuration.
Example: To charge 3 phones and 5 batteries in a multi- charger, order one(1) CP- 860- MCHR=, three(3) CP- 860- DCHR= and one(1) CP- 860- BAT- DCHR=.
Table 8 shows the part number ordering information for the Cisco Wireless Phone 800 Series.
Table 8. Ordering information
Part # Product description
CP- 800- USBCH= Cisco 800 USB Cable with Worldwide Wall Charger CP- 840- BAT- MCHR= Cisco 840 Multi- Charger for 6 Batteries with PSU CP- 840- BAT= Cisco 840 Spare Battery
CP- 840- BUN- K9 Cisco 840 Worldwide Phone, Battery, Cable, Charger CP- 840- CLIP= Cisco 840 Non- Scanner Rotating Belt Clip Holster CP- 840- DCHR- PS- AU= Cisco 840 Desktop Charger AU Power Supply CP- 840- DCHR- PS- EU= Cisco 840 Desktop Charger EU Power Supply CP- 840- DCHR- PS- NA= Cisco 840 Desktop Charger NA Power Supply CP- 840- DCHR- PS- UK= Cisco 840 Desktop Charger UK Power Supply CP- 840- DUAL- DCHR= Cisco 840 Desktop Charger for 1 Phone and 1 Battery CP- 840- K9= Cisco 840 Worldwide Phone and Battery Only CP- 840- PH- DCHR= Cisco 840 Desktop Charger for 1 Phone 2024 Cisco and/ or its affiliates. All rights reserved. Page 13 of 14 Part # Product description
CP- 840- PH- MCHR= Cisco 840 Multi- Charger for 6 Phones with PSU CP- 840S- BUN- K9 Cisco 840S Worldwide Phone with Scanner, Battery, Cable, Charger CP- 840S- CLIP= Cisco 840S Scanner Rotating Belt Clip Holster CP- 840S- HANDLE= Cisco 840S Scanner Handle
CP- 840S- K9= Cisco 840S Worldwide Phone with Scanner and Battery Only CP- 860- BAT- DCHR= Cisco 860 Desktop Charger for Dual Batteries Only CP- 860- BAT- MCHR- BN Cisco 860 Multi- Charger Bundle for 8 Batteries CP- 860- BAT= Cisco 860 Spare Battery
CP- 860- BUN- K9 Cisco 860 Worldwide Phone, Battery, Cable, Charger CP- 860- CASE= Cisco 860 Non- Scanner Case with Clip
CP- 860- CLIP= Cisco 860 Non- Scanner Clip
CP- 860- DCHR- PSU= Cisco 860 Desktop Charger WW Power Supply CP- 860- DCHR= Cisco 860 Desktop Charger for Phone and Spare Battery CP- 860- K9= Cisco 860 Worldwide Phone and Battery Only CP- 860- MCHR- BN Cisco 860 Multi- Charger Bundle for 4 Phones and 4 Batteries CP- 860- MCHR= Cisco 860 Multi- Charger Base with Power Supply CP- 860S- BUN- K9 Cisco 860S Worldwide Phone with Scanner, Battery, Cable, Charger CP- 860S- CASE= Cisco 860 Scanner Case with Clip
CP- 860S- CLIP= Cisco 860 Scanner Clip
CP- 860S- K9= Cisco 860S Worldwide Phone with Scanner and Battery Only SP- CP- EX- CARE= Extended hardware replacement coverage for Cisco 860 SP- CP- 860S- EXCARE= Extended hardware replacement coverage for Cisco 860S 2024 Cisco and/ or its affiliates. All rights reserved. Page 14 of 14 Warranty information
Cisco Wireless Phones are covered by a Cisco standard 1- year replacement warranty. A Cisco Smart Net Total Care® optional service agreement is available for the Cisco Wireless Phone 840. The Cisco Wireless Phone 860 cannot be covered by a Smart Net Total Care agreement. Cisco Wireless Phone batteries and other accessories are covered by Cisco’s limited 90- day warranty. Approved warranty replacement for the Cisco Wireless Phone 860 will be provided via new product order fulfillment within current product order lead- time.
Cisco environmental sustainability
Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the “Environment Sustainability” section of Cisco’s Corporate Social Responsibility (CSR) Report.
Reference links to information about key environmental sustainability topics (mentioned in the “Environment Sustainability” section of the CSR Report) are provided in the following table:
Sustainability topic Reference
Information on product material content laws and regulations Materials Information on electronic waste laws and regulations, including products, batteries, and packaging WEEE compliance Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice.
Cisco Capital
Flexible Payment Solutions to Help You Achieve Your Objectives Cisco Capital makes it easier to get the right technology to achieve your objectives, enable business transformation and help you stay competitive. We can help you reduce the total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third- party equipment in easy, predictable payments. Learn more.
Document history
This document is periodically updated to reflect the current supported capabilities of the Cisco Wireless Phone 800 Series. This document was last updated on November 17, 2022.
Printed in USA C78- 744461- 08 03/ 24
Cisco Headset
500 Series
DatasheetWebex Public
2023 Cisco and/or its affiliates. All rights reserved.
Contents
03 04
10 10
12 15
15 15
15 Product overview
Features and benefits
Compatibility
Product specifications
Ordering information
Warranty information
Cisco environmental sustainability
Cisco Capital
For more information
2Datasheet
2023 Cisco and/or its affiliates. All rights reserved.
Webex Public
Product overview
The Cisco Headset 500 Series is a professional range of wired and wireless headsets optimized for Cisco IP phones, soft clients, and desktop video devices.
The 500 Series are headsets designed for workers in open work spaces to stay connected and productive in any environment. They feature vibrant audio, powerful noise isolation, exceptional comfort, and easy administration.
The Cisco® Headset 500 Series delivers surprisingly
vibrant sound for open workspaces. Users can stay
focused in noisy environments with rich sound,
exceptional comfort, and proven reliability. The 500
Series offers a lightweight form factor that is comfortable to wear, even for an entire workday. It’s designed for
workers who spend a lot of time wearing headsets for
voice communications and listening to music.
The Headset 500 Series offers:
Lightweight comfort that is ideal for extended wear
Premium sound in a sleek form factor – great for
music and voice communications
Powerful noise isolation with unidirectional
microphones that are designed to hone in on the
user’s voice and simultaneously minimize
background noise
Easy, intuitive user configuration experience when
used with Cisco IP phones* and Cisco Jabber*
Extended Digital Enhanced Cordless
Telecommunications ( DECT) range (300+ feet) with
wireless models
Flexible options for connecting to devices: various
models support USB, RJ, 3.5 mm, DECT, and
Bluetooth connections
Webex Public 3Datasheet
2023 Cisco and/or its affiliates. All rights reserved.
Features and benefits
Proven reliability and integrations for Cisco IP
phones, Webex Desk Series, and Cisco
soft clients
Easy device management for enterprise customer,
including remote firmware upgrade, remote
configuration management, inventory management,
diagnostics and metrics when used with compatible
Cisco IP phone, Cisco Jabber and Cisco Unified
Communications Manager and Control Hub
Table 1. Features and benefits for Cisco Headset 500 Series
FEATURE DESCRIPTION
Integrated
serviceability
Headsets are easier to deploy, manage, and service with Cisco collaboration plus headsets. Centrally manage policy, defaults, and much more when using Cisco Headsets with Cisco Unified Communications Manager, Control Hub, and devices.
Premium audio and
noise isolation
The microphone is exceptional at capturing wide bandwidth sound, with little signal noise and low distortion. It is composed of a high- quality electret capsule and unique housing design. The capsule’s orientation in the microphone housing creates a short acoustic path, which provides maximum acoustic sensitivity best voice reception) and balanced noise reduction. The optimized microphone capsule and housing create a clean and natural sound with reduced background noise so the user’s voice can be clearly heard.
Lightweight and
ergonomic design
Built with comfort in mind, these headsets are designed to be delightful to wear for extended periods of time and to reduce head fatigue. They feature quality materials, including multiaxial ear cups.
Advanced ear cup
design
Our design creates a full and rich sound that makes collaboration easier and music more enjoyable. The ear cups feature efficient acoustic transducers and integrations.
Easy device management from cloud, including
always latest firmware, inventory management,
analytics and diagnostics when used with latest
Webex Desk pro, Webex App, and Webex Meetings
and Control Hub
Use the Cisco Headset 500 Series with the optional USB
headset adapter for enhanced experiences, including
with automatic software upgrades, in- call presence
indicator, and audio customizations which allow you to
adjust how you hear others and how they hear you.
Webex Public 4Datasheet
2023 Cisco and/or its affiliates. All rights reserved.
Table 1. Features and benefits for Cisco Headset 500 Series
FEATURE DESCRIPTION
Enhanced
capabilities
enabled by the
USB headset
adapter
Use this optional accessory to connect the headset to Cisco IP phones, Webex Desk Series, Cisco Jabber®, Webex App, and Webex Meetings. It offers a more enhanced experience with:
In- call indicators: LED(s) on the ear plate
Simplified call controls
Customized audio
Test and adjust
microphone
record, playback,
gain)**
The microphone test removes the guesswork associated with tuning microphone gain levels by enabling users to record themselves speaking in their work environment and then playing the recordings back.
Audio shaping** This feature enables users to get the best phonic experience by shaping the inbound audio.
Feature requires a USB interface for headsets and a compatible Cisco IP phone and firmware, or a compatible Jabber version.
Webex Public 5Datasheet
2023 Cisco and/or its affiliates. All rights reserved.
Figure 1. Cisco Headset 521 and 522 and in-line USB adapter Table 2. Features and benefits of Cisco Headset 521 and 522
FEATURE DESCRIPTION
Power 3.5- mm
connector
Enables flexible headset use with standard 3. 5- mm jacks on laptops, tablets, and mobile phones and connects headset LEDs to power when using an in-line USB headset adapter.
In-line USB
adapter
The hand- held controller connects 3.5-mm headset to USB and provides easy access to key call control capabilities, including answer call, end call, reject call, hold/resume (for multiple calls), mute/unmute, volume up, and volume down.
Note: The Cisco Headset 521 and 522 terminate with a power 3.5- mm connector and include an in- line USB adapter.
Webex Public 6Datasheet
2023 Cisco and/or its affiliates. All rights reserved.
Figure 2. Cisco Headset 531, 532, and desktop USB headset adapter Table 3. Features and benefits for Cisco Headset 531 and 532
FEATURE DESCRIPTION
Quick disconnect
cabling options
Easily plug and unplug the headset as needed during shift changes or breaks with high- cycle quick disconnect.
Desktop USB
adapter option
Connects quick disconnect to USB and provides easy access to key call control capabilities, including answer call, end call, reject call, hold/resume (for multiple calls), mute/unmute, volume up, and volume down.
Quick disconnect
RJ9 option
Provides the broadest range of Cisco IP phone connectivity.
Note: The Cisco Headset 531 and 532 terminate with quick disconnect and are bundled with either a desktop USB adapter or RJ9 cabling option.
Figure 3. Cisco Headset 561 and 562 with Standard Base Station Webex Public 7Datasheet
2023 Cisco and/or its affiliates. All rights reserved.
Table 4. Features and benefits for Cisco Headset 561 and 562 with Standard Base Station
FEATURE DESCRIPTION
Enhanced mobility
wireless
The newest in DECT technology provides freedom to roam up to 300+ feet from the base with crystal clear audio.
On- ear controls Enjoy easy access to key call control capabilities, including answer call, end call, reject call, hold/resume (for multiple calls), mute/unmute, volume up, and volume down.
Full security AES-128 encryption ensures secured communication.
Music mode Full- band audio provides premium, 48-kHz audio experience.
Conference/
Training Mode
Pair up to three additional headsets to the same base station for easy, comfortable training. Each headset will retain its own settings and will automatically be on mute when added.
Multi- mode audio Automatically provides the best available audio experience in call mode narrowband or wideband) and (wideband or full band) in music mode.
Auto- answer The headset automatically answers calls when undocked. The headset will automatically end calls when docked.
All cables included The Standard base comes with a USB-A cable for USB connectivity and an RJ9/11 Y cable for Cisco IP phone connectivity, making it easier and less expensive to order Cisco headsets for use with Cisco devices.
USB- C cables can be purchased separately for using the headset with USB- C compatible devices.
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Figure 4. Cisco Headset 561 and 562 with Multibase Station Table 5. Features and benefits for Cisco Headset 561 and 562 with Multibase Station
FEATURE DESCRIPTION
Standard features All features listed in the Standard base station.
Multiple sources Simultaneously connect to multiple physical and Bluetooth sources. Select a connection with the source selector buttons on the base station.
Auto- source
selection
The headset can answer calls from any source with a single press of a button.
The Multibase station will automatically select the source with the incoming call.
Bluetooth
connectivity
Pair Bluetooth devices to the base for convenient connectivity to mobile devices and phones. The Multibase station supports four paired devices and one active Bluetooth connection.
All cables included The Multibase station comes with two USB- A cables for USB connectivity and an RJ9/11 Y cable for Cisco IP phone connectivity, making it easier and less expensive to order Cisco headsets for use with Cisco devices.
USB- C cables can be purchased separately for using the headset with USB- C compatible devices.
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Table 6 . Product specifications for the Cisco Headset 500 Series
HEADSET DETAIL
Connectivity options PC, Mac, Cisco IP phone, DX endpoint (see Platform Support above) Hearing protection Yes (requires USB headset adapter or wireless base) Acoustic spike protection from sounds to over 118 dB
Microphone type Electret condenser/ECM
Microphone directionality Unidirectional
Microphone frequency response 150 to 6800 Hz
Speaker impedance ~ 90 ohms
Earpiece bandwidth 50 Hz to 18 kHz
Maximum sound pressure 118 db SPL(A) (requires USB adapter or wireless base) In- call presence indicator on
ear plate
LED on each ear plate (requires USB headset adapter or wireless base) Weight Cisco Headset 521 (up to 3.5 mm connector): 68.6g Cisco Headset 522 (up to 3.5 mm connector): 104.0g
Cisco Headset 531 (up to quick disconnector): 68.2g
Cisco Headset 532 (up to quick disconnector): 103.2g
Cisco Headset 561: 74.5g
Cisco Headset 562: 121g
Compatibility
Product specifications
For compatibility information with Cisco IP Phone, Webex Desk Series, Cisco Jabber, Webex App, and Webex Meetings, please refer to Cisco Headset Compatibility Guide for details.
IMPORTANT
The Cisco Headset 560 Series Multibase is incompatible with Cisco IP Phone 7800 Series phones using Power over Ethernet (PoE). Use the external power supply if you intend to connect the multibase.
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Table 7. Product specifications for Cisco Headset 561 and 562 Standard Base Station and Multibase Station HEADSET DETAIL CISCO HEADSET 561 AND 562 WITH
STANDARD BASE STATION
CISCO HEADSET 561 AND 562 WITH
MULTIBASE STATION
Wireless technology DECT 6.0 (or region- specific)
Range Up to 100 meters (333 feet)
Battery life Storage: up to 200 days
Standby: up to 60 hours
Active use: up to 10 hours
Connectivity 1 simultaneous connection
USB or RJ9/RJ11 Y)
All cables included
3 simultaneous connections
USB + USB or RJ9/RJ11 + Bluetooth)
All cables included
Bluetooth support Not supported Bluetooth V4.2
Bluetooth HandsFree Profile ( HFP)
Bluetooth Advanced Audio
Distribution Profile ( A2DP)
Audio bandwidth Narrowband (8 kHz)
Wideband (16 kHz)
Full band (48 kHz)
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Table 8 . Ordering information for Cisco Headset 521, 522, 531, and 532
PART NUMBER PRODUCT DESCRIPTION
CP- HS- W- 521- USB= Cisco Headset 521 (Wired Single with 3.5mm connector and USB- A Adapter) CP- HS- W- 522- USB= Cisco Headset 522 (Wired Dual with 3.5mm connector and USB-A Adapter) CP- HS- W- 521- USBC Cisco Headset 521 (Wired Single with 3.5mm connector and USB- C Adapter)
CP- HS- W- 522- USBC Cisco Headset 522 (Wired Dual with 3.5mm connector and USB- C Adapter) CP- HS- W- 531- RJ= Cisco Headset 531 (Wired Single with Quick Disconnect coiled RJ Headset Cable)
CP- HS- W- 532- RJ= Cisco Headset 532 (Wired Dual with Quick Disconnect coiled RJ Headset Cable)
CP- HS- W- 531- USBA= Cisco Headset 531 (Wired Single with USB-A Headset Adapter) CP- HS- W- 532- USBA= Cisco Headset 532 (Wired Dual with USB- A Headset Adapter) CP- HS- W- 531- USBC Cisco Headset 531 (Wired Single with USB- C Headset Adapter) CP- HS- W- 532- USBC Cisco Headset 532 (Wired Dual with USB- C Headset Adapter) CP- HS- W- USBA= Cisco USB- A Headset Adapter (optional accessory) for 530 Series CP- HS- W- RJ= Cisco QD RJ Headset Cable (optional accessory) for 530 Series CP- HS- W- 5EC8= Cisco 8-pack Ear Pad Spare (optional accessory) for 520 and 530 Series CP- HS- W- USBC Cisco QD USB- C Headset Adapter (optional accessory) for 530 Series CP- HS- W-YQD= Cisco QD Y Trainer Cable (optional accessory) for 530 Series Ordering information
The Cisco Headset 500 Series is available now. To order, visit the Cisco Ordering Home Page.
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Table 9. Ordering information for Cisco Headset 561 and 562 with Standard Base Station
PART NUMBER PRODUCT DESCRIPTION
CP- HS- WL-561-S- US= Cisco Headset 561 Wireless Single Headset with Standard Base Station.
Frequency Band: United States- Canada
CP- HS- WL-562-S- US= Cisco Headset 562 Wireless Dual Headset with Standard Base Station.
Frequency Band: United States- Canada
CP- HS- WL-561-S- EU= Cisco Headset 561 Wireless Single Headset with Standard Base Station.
Frequency Band: Europe, U.K., Asia, South Africa, Hong Kong, Australia, New Zealand
CP- HS- WL-562-S- EU= Cisco Headset 562 Wireless Dual Headset with Standard Base Station.
Frequency Band: Europe, U.K., Asia, South Africa, Hong Kong, Australia, New Zealand
CP- HS- WL-561-S- LA= Cisco Headset 561 Wireless Single Headset with Standard Base Station.
Frequency Band: Latin America
CP- HS- WL-562-S- LA= Cisco Headset 562 Wireless Dual Headset with Standard Base Station.
Frequency Band: Latin America
Table 10. Ordering information for Cisco Headset 561 and 562 with Multibase Station
PART NUMBER PRODUCT DESCRIPTION
CP- HS- WL-561-M- US= Cisco Headset 561 Wireless Single Headset with Multibase Station. Frequency Band: United States- Canada
CP- HS- WL-562- M- US= Cisco Headset 562 Wireless Dual Headset with Multibase Station. Frequency Band: United States- Canada
CP- HS- WL-561-M- EU= Cisco Headset 561 Wireless Single Headset with Multibase Station.
Frequency Band: Europe, U.K., Asia, South Africa, Hong Kong, Australia, New Zealand
CP- HS- WL-562- M- EU= Cisco Headset 562 Wireless Dual Headset with Multibase Station. Frequency Band: Europe, U.K., Asia, South Africa, Hong Kong, Australia, New Zealand CP- HS- WL-561-M- LA= Cisco Headset 561 Wireless Single Headset with Multibase Station.
Frequency Band: Latin America
CP- HS- WL-562- M- LA= Cisco Headset 562 Wireless Dual Headset with Multibase Station. Frequency Band: Latin America
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Table 11 . Ordering information for Cisco Headset 561 and 562 optional accessories
PART NUMBER DESCRIPTION
CP- HS- WL-561-N- US= Cisco Headset 561 Spare Wireless Single Headset Only with No Base Station.
Requires Base Station. Frequency Band: United States- Canada CP- HS- WL-562- N- US= Cisco Headset 562 Spare Wireless Dual Headset Only with No Base Station.
Requires Base Station Frequency Band: United States- Canada CP- HS- WL-561-N- EU= Cisco Headset 561 Spare Wireless Single Headset Only with No Base Station. Requires Base Station. Frequency Band: Europe, U.K., Asia, South Africa, Hong Kong, Australia, New Zealand
CP- HS- WL-562- N- EU= Cisco Headset 562 Spare Wireless Dual Headset Only with No Base Station.
Requires Base Station Frequency Band: Europe, U.K., Asia, South Africa, Hong Kong, Australia, New Zealand
CP- HS- WL-561-N- LA= Cisco Headset 561 Spare Wireless Single Headset Only with No Base Station. Requires Base Station. Frequency Band: Latin America CP- HS- WL-562- N- LA= Cisco Headset 562 Spare Wireless Dual Headset Only with No Base Station.
Requires Base Station Frequency Band: Latin America
CP- HS- WL-560- S- US= Cisco Headset 560 Spare Standard Base, Requires base station. Frequency band: United States- Canada
CP- HS- WL-560- M- US= Cisco Headset 560 Spare Multibase, Requires base station. Frequency band:
United States- Canada
CP- HS- WL-560-S- EU= Cisco Headset 560 Spare Standard Base, Frequency band: Europe, UK, Asia, South Africa, Hong Kong, Australia, New Zealand
CP- HS- WL-560- M- EU= Cisco Headset 560 Spare Multibase, Frequency band: Europe, UK, Asia, South Africa, Hong Kong, Australia, New Zealand
CP- HS- WL-5EC8= Cisco 8-pack Ear Pad Spare (optional accessory) for 560 Series CP- HS- WL-USBA- C Cisco USB- A to USB- C Spare Cable (optional accessory) for 560 Series CP- HS- WL-MUSB- C Cisco Micro- USB to USB- C Spare Cable (optional accessory) for 560 Series CP- HS- WL- 5ACA= Cisco AC Power Adapter Spare (optional accessory) for 560 Series Webex Public 14Datasheet
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For more information
Amplify the headset experience with the Cisco Headset 500 Series.
Enjoy a reliable experience with Cisco IP phones and soft clients.
For additional information, visit https:// www.cisco.com/go/headsets C78- 740352- 08
Date May 2023
Warranty information
The Cisco Headset 521, 522, 531, and 532 models have a two-year limited liability warranty.
The Cisco Headset 561 and 562 models have a one- year limited liability warranty.
Cisco environmental sustainability
Information about Cisco’s environmental sustainability policies and initiatives for our products, solutions, operations, and extended operations or supply chain is provided in the “Environment Sustainability” section of Cisco’s Corporate Social Responsibility (CSR) Report.
Reference links to information about key environmental sustainability topics (mentioned in the “Environment Sustainability” section of the CSR Report) are provided in the following table:
Cisco Capital
Flexible payment solutions to help you achieve your objectives Cisco Capital® financing makes it easier to get the right technology to achieve your objectives, enable business transformation, and help you stay competitive. We can help you reduce total cost of ownership, conserve capital, and accelerate growth. In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services, and complementary third- party equipment in easy, predictable payments. Learn more.
Cisco makes the packaging data available for informational purposes only. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. This information is subject to change without notice.
SUSTAINABILITY TOPIC REFERENCE
Information on product material content laws and regulations Materials Information on electronic waste laws and regulations, including products, batteries, and packaging
WEEE compliance
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