Packet Fusion’s Response to the
City of Foster City
Request for Proposal
VOIP Phone System Replacement
Tuesday,
June 4, 2024
Solution Provided By
Packet Fusion
4301 Hacienda Drive, Suite 400, Pleasanton, CA 94588
925-701-2081 | www.packetfusion.com
Points of Contact
Kevin Doohan
925-701-2058
[email protected]
Packet Fusion
4301 HACIENDA DR. | CA 94588 | TEL 925-701-2058 | WWW.PACKETFUSION.COM June 4, 2024
City of Foster City
City Hall
610 Foster City Blvd.
Foster City, CA 94404
Re: Packet Fusion’s Response to the City of Foster City’s Request for Proposal: VOIP Phone System Replacement
Dear Rob Lasky,
Packet Fusion appreciates the opportunity to respond to the City of Foster City (City)’s Request for Proposal (RFP) for VOIP Phone System Replacement. Packet Fusion is proposing Zoom’s solution which fully meets the City‘s requirements of this RFP. Our team has fully considered the City‘s requirements outlined in the Packet Fusion and has carefully put together a solution that will best meet your needs.
Please feel free to contact me directly with any questions or communications that will assist the City in the evaluation of our response. This proposal is valid for 90 days from the date of submission.
Thank you for your time and consideration.
Sincerely,
VOIP Phone System Replacement
i
TABLE OF CONTENTS
Executive Summary .............................................................................................................. 1 Solution Overview ..................................................................................................................................... 1 Prime Contractor: Packet Fusion .............................................................................................................. 1 Solution Provider: Zoom ............................................................................................................................ 6 Section 2 ................................................................................................................................ 8 Phone Sets ............................................................................................................................................. 11 Application ............................................................................................................................................. 11 Specific Scenarios ................................................................................................................................ 14 Preliminary Inventory............................................................................................................................ 16 SECTION 3 .............................................................................................................................. 17
3.1 Requirement A – General ............................................................................................................... 17
3.2 Requirement B – Pricing Sheet ...................................................................................................... 17 SECTION 4 .............................................................................................................................. 18
4.1 Installation and Integration ............................................................................................................ 18
4.2. Training ........................................................................................................................................... 18
4.3. Maintenance and Support ............................................................................................................. 18 Exceptions ........................................................................................................................... 20 Proposal Form .................................................................................................................... 21 In Summary ......................................................................................................................... 29
VOIP Phone System Replacement
1 EXECUTIVE SUMMARY
Solution Overview
Packet Fusion understands that the City of Foster City is seeking a VoIP Phone System Replacement to modernize their communication and collaboration platform, as the current Mitel system is end of life.. As the Prime Contractor, Packet Fusion has assembled a team for the initiative that includes our Solution Provider, Zoom, as the best solution to meet City’s requirements.
Prime Contractor: Packet Fusion
Packet Fusion’s genesis came from being a Nortel VAR selling Option 81C/61C/11C which then evolved into becoming ShoreTel’s (Mitel acquired ShoreTel) largest VAR in the world. We boasted customers like: Yelp, Twitter, Linkedin, Gensler and the who’s who of the Technology industry. We also have had 100+ government agencies and cities call us home. In your world we have sold, installed and serviced the following:
With the demise of the ShoreTel MiVoice Connect product we have successfully moved over 300 of our customers to the cloud on various products such as Ring Central, 8x8 and , most notably Zoom. We still support 250+ Mitel MiVoice Connect customers actively moving them to the cloud.
VOIP Phone System Replacement
2 When Zoom opened their doors to the reseller community we jumped on the chance quickly becoming one of their shining stars. We are one of 6 Platinum partners which is a testament to our volume with Zoom and more importantly our skillsets within Zoom. Our Zoom Competencies include: Phone & Contact Center.
There are only 3 Platinum partners that are also Zoom Resellers, Packet Fusion is one of them. Most recently we moved the Yuba City and Contra Costa Community College District from MiVoice Connect (ShoreTel) to Zoom Phone.
There are two ways to get to become a Zoom reseller: 1. You come from the data / conferencing background and think Phones, how hard can it be? 2. You come from a storied Telephony back ground and you get into the Zoom ecosystem with eyes wide open.
Our suggestions is work with number 2.
We have been doing this at Packet Fusion for 20+ years and have a firm grasp on what it would take to complete your project. We know what it takes to get this across the finish line. We have itemized our installation and are open to talking about each and every item to make sure we are all on the same page with a true definition of the scope.
VOIP Phone System Replacement
3 VOIP Phone System Replacement
4 We understand the need for any public sector agency to be as cost-conscious as possible in this brave new world of ever-shrinking budgets and resources. However, we know that experience such as ours is invaluable and will be taken into consideration when it comes to ensuring a smooth and successful migration with very best experience.
Installing a new Unified Communications Solution/System is like landing a jumbo jet: it’s a common -place, daily occurrence but if something goes wrong it makes the nightly news. Our expertise remains a career - enhancing experience for all our clients.
We are confident that we have put together a comprehensive response, at an aggressive price point. Most importantly, we have checked/exceeded all the required boxes, as it relates to what is important to the City of Foster City and included everything, from a price perspective, in our Price Proposal:
• Solution Design
o Site Survivability (SBA) – optional and needs further discussion o SBC’s
o Dialplan
o Next Gen 911
o Analog Devices
o Integration with Existing Systems
▪ Azure SSO and Directory Sync
▪ MS Teams
• Project Management
• Implementation/Migration Services/Plan = Phased
o User/Department discovery meetings
o Network Assesments
o Analog Mapping
o POTS lines identifcation
VOIP Phone System Replacement
5 o E911 ERL mapping
o Phone placement
o Analog cross connect
o UAT – User Acceptance Testing
o Training – end user and admin
o Go Live Support
• Ongoing Support
o Dedicated Account Team
▪ Solution Architect
▪ Sr. Technology Advisor
▪ Customer Success Manager
Our Client Success Practice is dedicated to being your advocate and ensuring your complete success.
Packet Fusion will assign a Customer Success Manager to your account which will help LACCD with any of your needs, including insights into the latest technological trends. We're thrilled about the opportunity to partner with you and help you achieve your business goals. Below are a few of the recommended tasks that we can assist with post go live. • Solution Impact Assessment - With your Digital Transformation underway it is an opportune time to assess and evaluate the impact the solution has had within your organization.
• Customer Success – Help progress and initiate feedback on trouble-tickets and open items.
• Tech Stack Assessment - Assist with defining your strategic and business initiatives and developing a technology roadmap.
• Digital Transformation Strategy Plan - Develop and implement a success plan to continue your Digital Transformation
Specific team assignments for the PFI team are made upon selection as the preferred vendor but all of the staff goes through role-specific training curriculum, in addition to company-wide training that covers Zoom products, backend systems as necessary, an d compliance and security information. Packet Fusion employees are all experts in their field and have years of experience providing and implementing Zoom's UCaaS to a variety of customers, including higher education institutions.
VOIP Phone System Replacement
6 Below are projects that our Team has made a success for our clients. Resumes and Interviews will be made available when we get further in the process of your evaluation.
Solution Provider: Zoom
Brief History - Zoom was founded in 2011 to improve how people communicate globally. Numerous web and video conferencing options existed in the market, but it was Zoom’s belief that none of them were intuitive, reliable, and comprehensive for the modern era of work and learning. Now, 13 years later, it can safely be said that Zoom was on to something and is truly delivering happiness to users. Zoom changed how video communications could be delivered and consumed, uniquely architecting the platform to be video-first and compatible with customers’ preferred technology ecosystem.
Zoom also continues to invest resources to enhance the capabilities of the platform. In 2022, Zoom announced Zoom Contact Center, an omnichannel contact center solution that is optimized for video and integrated right into the same Zoom experience. They also released Zoom Whiteboard, a persistent whiteboard tool for team collaboration in and outside of meetings and Zoom IQ for Sales, a conversational intelligence software. In 2023, Zoom Mail and Calendar became generally available, which include both client experiences (Zoom Mail Client, Zoom Calendar Client) and service components (Zoom Mail Service, Zoom Calendar Service). Lastly, they recently launched Zoom Virtual Agent, an AI-powered chatbot that understands customer questions and provides accurate answers quickly.
Zoom is fueled by a single obsession to deliver happiness to Zoom customers. In May 2012, Zoom changed their name to Zoom Video Communications, Inc. In April 2019, they became a publicly-traded company, trading on the Nasdaq Stock Market under the symbol "ZM". More information about the Zoom leadership team is available here: Zoom Team.
VOIP Phone System Replacement
7 Zoom Mission and Vision - Zoom’s mission and vision is One Platform Delivering Limitless Human Connection. Zoom makes communications frictionless and empowers people to accomplish more through video communications. Zoom is constantly innovating the platform to deliver the best user experience in the market. Zoom releases hundreds of capabilities across the Zoom unified communications platform every year, and many of the innovations and features on Zoom’s roadmap are based on customer requests. They strive to deliver a platform structured around delivering the best possible service for customers. Zoom delivers happiness to customers with:
▪ A simple, easy-to-use platform
▪ 100% cloud-native, hardware agnostic
▪ Global quality of service
▪ Robust mobile functionality
▪ Developer-friendly open APIs
Awards and Recognition - Zoom is a Leader in the 2023 Gartner® Magic Quadrant™ for Unified Communications as a Service, Worldwide. Industry analysts continue to recognize Zoom’s market leadership and Zoom feels Gartner recognition reflects the ongoing dedication to the innovation of Zoom’s UCaaS offerings, which include Zoom Team Chat, Zoom Phone, Zoom Meetings, Zoom Whiteboard, and AI. In 2022, the Gartner Magic Quadrant for Meeting Solutions was rolled into the Unified Communications as a Service (UCaaS) Magic Quadrant, which now includes enterprise telephony, meetings, unified & instant messaging, mobility, and communications-enabled business processes. Zoom was named a Leader in the Gartner Magic Quadrant for Meeting Solutions six times, and this is the fourth time in a row Zoom has been named a Leader in the Gartner Magic Quadrant for UCaaS. To view a complimentary copy of the report, see https://explore.zoom.us/en/gartner-ucaas. Zoom was also awarded No. 7 in Workplace in Fast Company's Most Innovative Companies 2024 and named to Fortune’s 2023 Most Admired Companies list for the third year in a row.
VOIP Phone System Replacement
8 SECTION 2
1. The City expects that the system will support standard telephone feature sets. These include but are not limited to:
(1) Call Forward-Busy
Yes, manage personal call handling rules to redirect calls to internal users and external phone numbers when a phone user is busy.
(2) Call Forward-No Answer
Yes, personal call handling rules to redirect calls to internal users and external phone numbers when a phone user does not answer.
(3) Call Forward-All Calls
Yes, personal call handling rules to redirect calls to internal users and external phone numbers for all incoming calls.
(4) Call Hold
Yes, Call Hold easily places and retrieves calls on-hold from Zoom apps and supported desk phones.
(5) Call Logging (full Call Accounting is not necessary) Call detail logs are kept per call in the Zoom admin portal. Zoom Phone dashboard logs the following data: Call Volume, Average call quality, Device type, Voice Codec, ISP, and Network. For each call Zoom logs Bitrate, Packet Loss Average, Packet Loss Max, Jitter, Network Delay, and MOS score for send and receive. Real-time monitoring can be viewed in the Zoom Portal under the Zoom Phone dashboard and call logging features.
(6) Reporting for Call Blocking/Dropped Calls
Zoom’s quality of service dashboard allows users to see the overall quality of voice calls, using Mean Opinion Score (MOS) as the main measurement to report on voice quality. Administrators can quickly visualize and evaluate the health and performance to stay on top of potential network-related quality issues (Including things such as MOS, Latency, Jitter, Packet Loss, Device type, Connection type, and throughput).
In addition to call statistics, the Zoom dashboard reports also provide administrators with detailed call blocking logs and report codes (spam, nuisance, other).
(7) Call Park
Yes, place a call-in park and retrieve it from another Zoom Phone endpoint.
(8) Call Transfer
Yes, supervised and blind transfer capabilities ensure a user can easily route calls to the right person anytime, anywhere.
VOIP Phone System Replacement
9 (9) Call Waiting Indication
Yes, there will be an indication for call waiting.
(10) Dial-by-name Directory
Yes, a dial-by-name directory can be enabled by account or by site, allowing callers to easily reach colleagues by entering a first or last name. After performing a search, the caller can route to the phone user. A user needs to route to the dial-by-name directory from an IVR system.
(11) Redial
Yes, the Zoom Phone softphone has a history tab where dialed numbers can be found and redialed.
(12) Account Code for International Access
Zoom does not support access codes. Restrictions, such as long distance calling, can be turned on/off for each user account through Administrator settings.
(13) Outbound Caller ID
Yes, Zoom Phone supports the ability to customize the Caller ID (phone number) presented to the person a user is trying to reach. Users may select their own personal DID, a company main number, or even another user’s phone number if that privilege has been appropriately delegated, or they can choose to hide their Caller ID, causing the number to come through as "unknown". Caller ID can be set in the Zoom Portal.
(14) Incoming Caller ID
Yes, when using the Zoom desktop client or mobile app to receive calls, Zoom displays caller information to help users identify how the caller was routed to their number (for example, direct number, company number, or call queue).
All inbound call notifications display the caller's name and number. The name and number will vary based on if the caller is internal or external.
(15) Music on Hold
Yes, Zoom provides default hold music, or custom music recorded using a computer's audio device (.mp3 or .wav format) can be uploaded for the entire company, as well as for each individual user or call queue. This applies when a user is using the Zoom desktop client, mobile app, or a desk phone provisioned by the admin. These files are stored in the Asset Library, a centralized space to upload and share company-approved audio files, including greetings, music on hold, prompts, and more. With the ability to save up to 1,000 files, admins can quickly locate files using asset details such as language, upload time, or category, and bulk assign default audio prompts at site or account levels, as well as easily provision and manage audio files for the entire organization.
(16) Internal 4 digit dialing
Yes, Internal dial plans consist of optional site codes (1-6 digits) and user extensions (up to 15 digits).
Site codes cannot begin with a 0. If site codes are enabled user extensions are limited to 10 digits.
VOIP Phone System Replacement
10 Calls within a site can be made by dialing only an extension. Calls between sites must be made by dialing the site code + extension.
(17) Auto Attendants (voicemail trees)
Yes, Integrated Voice Response (IVR)/Auto-attendants are supported. Zoom auto receptionists answer calls with a personalized recording and routes calls to a phone user including adding a dial-by-name directory as part of the IVR system, or call queue. Admins can also set up an auto-receptionist to route to an IVR system to provide callers with several routing options. Calls can be directed to users, other auto attendants, queues, voicemail boxes, etc. For example, admin could offer greeting options: “For English, press One”; “Para Español, presione dos”) and then assign 1 to transfer to the English Call Queue, and 2 to transfer to a second Spanish Call Queue.
2. E911 configurability that allows defining address and location inside building for each phone.
Describe how this would work when using softphone or Teams.
Zoom Phone’s Nomadic E911 service supports various emergency calling scenarios. Admins can set default emergency locations and sublocations for all building phones, enable dynamic location detection and reporting when roaming, and set a prompt in the client to confirm location in case of an emergency call.
As an organization migrates to a cloud phone solution, Zoom Phone’s Nomadic E911 service helps support compliance with several Federal Communications Commission (FCC) regulations, including:
▪ Kari’s Law, which requires multi-line telephone systems (MLTS) to support direct dialing of 911 without any prefix or access code and requires designated personnel to be alerted in the event an emergency call is placed.
▪ RAY BAUM's Act, which requires that information such as street address, building number, floor number, and suite are included in the dispatchable location information provided to public safety at the time of a 911 call.
The MS Teams integrated solution is also fully compatible with Zoom’s E911 solution and capabilities.
3. Vendor will be expected to coordinate the seamless porting of current DID numbers to new system.
The Customer is responsible for authorizing Packet Fusion to assist with telephone number(s) porting and to provide final validation for porting request(s) to new cloud solution. Packet Fusion Project Manager will partner with COFC team to ensure Letter of Authorization (LOA) and Customer Service Record (CSR) are properly gathered and submitted for port order submission.
I. The Packet Fusion Project Manager will manage the submission of port requests and shall coordinate rejections/resubmissions with Customer on a per site basis for up to 30 days from submission.
II. Customer shall provide Packet Fusion with all appropriate Letters of Authorization ("LOA"), billing information, Customer Service Record (CSR) and authorized signer for each location.
III. Packet Fusion PM will compile the port lists and work with your internal team and carrier/s to validate detail against customer service records.
IV. The Packet Fusion PM/IE will collaborate with The COFC and RingCentral to validate porting and call forwarding options to determine appropriate implementation plan.
VOIP Phone System Replacement
11 Phone Sets
4. Built-in network switch that allows daisy-chaining PC from phone at 1Gbps.
Comply – the proposed Poly/HP phone models included in the BOM and pricing allow for this with 1Gbps pass through.
5. Compatibility with QOS.
Comply – all phones being provided will accept and comply to network QOS settings.
6. Phones should be POE. Please provide the POE standard (POE, POE+, etc.) and wattage used by phone sets.
The Polycom Edge 100 and Edge 320 are conference phones designed to use Power over Ethernet (PoE).
The power consumption and PoE class for these devices are as follows:
1. Polycom Edge 100:
• Power Consumption: Typically around 5.5 watts.
• PoE Class: Class 2. This class provides up to 6.49 watts of power.
2. Polycom Edge 320:
• Power Consumption: Typically around 12 watts.
• PoE Class: Class 3. This class provides up to 15.4 watts of power.
These values ensure that the devices receive adequate power for optimal performance while connected to a PoE-enabled network switch or injector.
7. Provide costs for wall-mount kits for each phone type proposed.
The price of the wall-mount kits vary by phone model, but a good budgetary figure for is roughly $40/each
Application
8. Softphone capability with Windows, iOS, and Android app.
Zoom offers a softphone client within the Zoom desktop and mobile applications, and Zoom Phone is designed with the softphone as a primary part of the Zoom application. The application works on MAC OS, Windows, Linux, Android and IOS devices, and features a phone tab for voice integration. Staff can use the softphone client on their work-issued laptops and have all the same functionality as they would in the office.
With Zoom’s mobile app, users have all the functionality of their work phone system right in their pocket, including the ability to call contacts, access voicemails, and transfer calls to other users or devices. Users can also forward calls from a desk phone to their mobile device, ensuring that they never miss a call when they’re away from their desk. End-users also have a Web-Based Self Service Portal.
9. Single-Sign-On for app login that supports SAML/Azure AD.
To authenticate Zoom users as they log into the client, Zoom offers a single sign-on (SSO) feature based on SAML 2.0 that creates a safe and quick login process. Single sign-on allows users to log in using their company credentials. Users do not need to register as a user in Zoom. Once Zoom receives an SAML response from the Identity Provider (IdP), Zoom checks if this user exists. If the user does not exist, Zoom creates a user account automatically with the received name ID. Zoom can map attributes to provision a user to a different group with feature controls. Zoom single sign-on (SSO) is based on SAML 2.0. Zoom VOIP Phone System Replacement
12 works with Okta as well as other enterprise identity management platforms such as Centrify, Microsoft Active Directory, Gluu, OneLogin, PingOne, Shibboleth, and many others.
If SSO cannot be used, Zoom recommends using two-factor authentication (2FA) to still add an extra layer of security to the process. Both of these options require initial setup from administrators. Users can also log in via an OAuth process, which allows admins to approve one application — such as for Google or Facebook — which interacts with Zoom on the user's behalf, so they don’t have to manually enter passwords.
Customers can also use their SSO solution for implementing multi-factor authentication (MFA). Zoom acts as the Service Provider (SP) and offers automatic user provisioning. The customer does not need to register as a user in Zoom. Once Zoom receives an SAML response from the Identity Provider (IdP), it checks if this user exists. If the user does not exist, Zoom creates a user account automatically with the received name ID. In addition to SSO, the Zoom client supports authentication by username and password. For Zoom Contact Center, while a Zoom account can be provisioned via SAML, assigning a license/role (agent, supervisor, admin) is currently manual.
10. Microsoft Teams integration. The City prefers a system that can use Microsoft Teams to answer and make calls. It is acceptable if your solution has its own client app, but solutions that offer a Teams integration will be given preference.
With Zoom’s Microsoft Teams marketplace integration, an organization can seamlessly incorporate Zoom Phone into existing workflows. Users can make Zoom Phone calls without ever leaving the Teams app, starting calls with contacts directly from chat. Admins can simplify user provisioning through Azure Active Directory integration. To place a call from a 1:1 chat, users click the Zoom icon beneath the text box, select “Make a call,” and follow the prompts. Users can also place calls from a group chat or channel by searching for the specific member before clicking the Zoom icon. When users are In a channel with a bot, Zoom automatically lists all the contacts eligible for Zoom Phone calls when “Make a call" is selected. Users can also use the dial pad to make external calls, view dialing history, and search for contacts. The integration can be pinned to the app bar in Teams, making it even easier to place a Zoom Phone call. When the user initiates a call from Microsoft Teams using this integration the user can select the desired number for the party they wish to reach. Upon selecting the number initiating the call, the Zoom Client will launch, enabling the user to complete the call while maintaining all features of the Zoom platform. Capabilities also include:
▪ Call control menu
▪ History tab with additional details on lines and call queues ▪ SMS
▪ Ability to forward calls
▪ Ability to opt in/out of shared line
▪ Speed dials
11. Twinning – Allow users to set up simultaneous ring for incoming calls to both their desk phone/softphone and cell phone. The operation should allow end users on an active desk phone call to select an option to move the call to their cell phone.
End-users can select the call handling ring mode of "Simultaneous" to ring the Zoom app and specified devices at the same time. After selecting this option, edit the Call Handling setting to specify the routes. If a VOIP Phone System Replacement
13 user sets the Call Handling Ring Mode to Simultaneously, use the toggles to enable or disable each option.
An organization can customize how calls are routed during business hours. The devices supported include:
▪ supported hardware phones
▪ mobile application
▪ workstation application
▪ PSTN numbers.
12. Ability to receive and send SMS via DID number (OPTIONAL) Zoom Phone SMS enables consolidation of business-related SMS. Zoom Phone Metered, US & Canada Unlimited, Business Plus, and Global Select users can send and receive SMS with any U.S. or Canadian telephone number domestically, and international countries from (select) internal telephone numbers. This also allows increased security and granular controls around company messaging as well as holistic usage and charge reporting. In addition, Zoom Phone "Team SMS" allows a call queue to transfer text responses between team members, reducing duplicate responses and providing an escalation path. Windows, macOS, Linux, Android, iOS users with Zoom Phone Pro licenses can use their assigned direct phone numbers to send or receive text messages (SMS and MMS).
13. Click to dial from Outlook contacts or phone numbers on websites (OPTIONAL) Zoom Phone users can enable the click-to-dial feature to automatically dial a number by clicking on the phone number. Click-to-dial works on applications that support hyperlinks, like browsers, email/calendar clients, and Microsoft Office. These links must be tagged with the "callto" or "tel" protocols for click-to-dial to work.
14. Ad hoc Call Recording – the system should allow calls to be recorded On-Demand and allows easy access to retrieving these recordings. Does the ad hoc recording solution record calls from the beginning of the call or at the time a button is pressed?
Zoom Phone offers both ad-hoc call recording for users and automatic call recording for users and call queues. Zoom Phone administrators have the ability to enable automatic call recording for any or all (inbound and outbound, internal and external) calls, and can also enable or disable users’ ability to access, download, or delete their automatic call recordings. Zoom Phone admins can report on metrics for call recordings, including the number of recordings, the number of minutes, and the amount of storage capacity used. Administrators can also set a threshold and get alerted when capacity nears that number. With auto- recording, no action is needed on the user's part. For ad hoc recording, the recording begins when the button is pressed. Recordings are saved in MP3 format, and a prompt can be played to call participants when the recording has started.
15. Voicemail delivery to user via email. Can deleting from Outlook also delete the message from the voicemail system?
Yes. For those who prefer reading to listening, Zoom Phone Voicemail is automatically transcribed in all available locations and can be e-mailed with an audio file attached as well. Emails can be automatically sent to anyone who is granted access to a specified voicemail. Admins can also enable “forward to email” which allows admins to type any email address as a destination for shared voicemails (such as call queue or auto receptionist) - the destination email does not have to be a Zoom user. Admins have full control over how detailed the emails are; by default, the emails include transcription and an attached audio file.
VOIP Phone System Replacement
14 Voicemails are synced between the Zoom desktop client and mobile app. This includes the notification icon (red circle icon). For example, if a user plays a new voicemail message in the desktop client, it will also remove the notification icon on the mobile app. However, this is not connected to deleting the email from Outlook.
16. Application should provide context-sensitive user help, as well as a searchable full-system help function.
Zoom offers a variety of self-support tools to ensure answers are at end user's fingertips, including:
▪ Search the Zoom Knowledge Base – Troubleshoot technical issues and access support resources by searching Zoom knowledge base articles.
▪ Chatbot: Get answers to questions and troubleshoot technical issues by interacting with the Zoom chatbot.
▪ Billing & Payment – Find answers to common questions about subscriptions, payment methods, and taxes.
▪ Zoom Status – Check Zoom Cloud Status for current service status and maintenance periods for all Zoom Products.
▪ Community – A place to find solutions, ask questions, and collaborate with other Zoom Users. ▪ Learning Center – Users can become qualified Zoom experts with on-demand and live training options.
Specific Scenarios
17. Call Coverage – The Police Department has a unique operation for answering calls. During workhours, Police Records answers the main department line via a hunt group. When Police Records staff leave, they forward the hunt group to Police Dispatch so calls to the department number never go unanswered nor to voicemail. Please describe any limitations of the system to provide this feature.
This is available via the current solution’s functionality. The Police Records number can be forwarded based on office hours as Zoom has custom forwarding rules so it will always be answered. Zoom Phone allows users to define custom forwarding rules based on their individual requirements and different call routing rules can be configured for open/closed (aka business hour and after hours), and holiday hours per item. These changes can be made in the Zoom Portal. Call forwarding can be based on normal business hours separately from after-hours as defined by the user. Users can also set business hour (and after hour) rules for their individual call handling and voicemail messaging.
18. Call Park – The Police Department answers calls to the Police Department’s department lines via 4 analog lines from our Shoretel system connected to the 911 PBX. They use call transfer via hook flash as well as call park via hook flash to park a call while they alert officers via radio to pick up the parked call slot.
Describe how they could use this feature and know what park slot the call is in. Describe what happens if the parked call is not picked up.
Call park is especially helpful for users managing heavy call volumes that need to efficiently transfer calls to people who may not be at their assigned extensions such as officers on duty. Call park allows phone users to place a call on hold and let another phone user resume the call from any phone or Zoom client including softphone or mobile devices. After parking a call, Zoom Phone generates a retrieval code. The department VOIP Phone System Replacement
15 can provide the retrieval code to officers via radio then any other phone user can use the retrieval code to resume the call.
Admins can set routing rules if parked calls are not answered after a specified amount of time. Learn more here: https://support.zoom.us/hc/en-us/articles/360042175291-Using-call-park
19. Outbound Caller ID – Ability to assign outgoing caller ID individually by station. Most of our lines send out the DID number for caller ID. For example, the Police Department may need to send out the department number only, while the accounting and finance groups may choose to send out their own DID number on outgoing calls. We may also need to send no Caller ID info for certain users (Detectives, for example).
Yes, Zoom Phone supports the ability to customize the Caller ID (phone number) presented to the person the caller is trying to reach. Users may select their own personal DID, a company main number, or even another user’s phone number if that privilege has been appropriately delegated. Caller ID is capable of being customized to a number delegated to that user such as a station or department number. Users such as detectives can choose to hide their Caller ID, causing the number to come through as "unknown".
Caller ID can be set in the Zoom Portal. The main company number is chosen during the initial setup. If a user has a direct number assigned to a phone user, call queue, common area phone, auto receptionist, or Zoom Room, they can assign it to the main company number and main auto receptionist. Note: A user can also re-assign a number between phone users, call queues, common area phones, auto receptionists, or Zoom Rooms. Additional details are available here: https://support.zoom.us/hc/en- us/articles/360031768431-Frequently-asked-questions-about-caller-ID.
20. Overhead Paging – The City has Valcom or Bogen units at each of our buildings, and the phone system must be able to interface with them. The Valcom unit at City Hall is multi-zone (one zone for each of our 3 floors, and one for all floors)
Zoom supports analog devices via analog telephony adaptors (ATA) or analog gateways for paging and faxing use cases. Paging with third party hardware is handled by assigning it as a generic SIP device in the Zoom portal, as long as it supports TLS 1.2 and SRTP. Zoom has both experience with and guides for interconnecting Valcom and Bogen hardware for paging.
21. Faxing – Provide your solution for migrating fax capabilities and the costs associated. Explain if this is included in the IP Telephony solution or is an additional service. Can the City keep physical fax machines with your solution? Will we be able to port over the fax numbers from AT&T 1MB lines? Zoom offers a fax over VoIP service that connects a traditional fax machine to the Internet via an analog terminal adapter (ATA). For occasional faxing, many Zoom business customers find these best-effort fax services to be cost-effective and more than adequate to serve their needs. Zoom encourages customers to assess faxing needs to select the best option for their business. Zoom cares about providing customers with quality services that meet their business needs. If a business heavily relies on regularly faxing large, multi-page documents, then Zoom recommends maintaining an analog line and a traditional fax machine for reliable and consistent performance.
Additionally, Zoom has partnered with FaxSIPit to provide electronic and analog faxing support to customers. This is a separate solution from Zoom, but to the end-user, will appear inside the Zoom client VOIP Phone System Replacement
16 for ease of use. More information is available here: https://www.faxsipit.com/zoom/. Note that faxing has known limitations when implemented as a fax over VoIP service. These limitations are technology-based and industry-wide. Zoom and several VoIP companies use the G.711 standard for sending faxes over the Internet. Although that standard is considered reliable, it is still open to interpretation by various providers and cannot be maintained on an end-to-end basis.
The City can keep physical machines and Zoom would connect via ATA and porting of fax numbers is available.
22. Analog – Provide your solution for providing analog lines for devices such as fire alarms, or elevator call boxes.
Zoom supports analog endpoints via an analog telephone adaptor (ATA). Zoom encourages organizations to leverage traditional analog lines for Fire Alarms, elevators and any other life safety equipment. While Zoom supports analog devices via analog telephony adaptors (ATA), Zoom does not support the devices, or applications connected to Analog Telephone Adaptors (ATA).
Comply - We have included the to connect to these devices.
Preliminary Inventory
These counts are preliminary and will be finalized during agreement negotiations Phone set + full feature set 45
Phone set + no feature set (for conf rooms,
lunch rooms, etc.)
48 Softphone + full feature set 96
Fax 15
Other Analog 9
Comply and understood.
VOIP Phone System Replacement
17 SECTION 3
3. Proposal Submittal Requirements - below are all the items that must be submitted by the Vendor. Any Vendor who fails to include responses to the following requirements shall be deemed non-responsive.
3.1 Requirement A – General
3.1.1. Proposed Timeline for Implementation
Typically, we would work with the customer at the kickoff of the project to determine a mutually agreed timeline based on our expertise and the customer’s desired go live date. With a project of this size, a good timeline would be about 6-8 weeks from contract signing, but can be done faster.
3.1.2. Copy of proposed Maintenance Contract which includes support options Being that this is a cloud-based solution, all maintenance is already included in the monthly or annual subscription costs.
3.2 Requirement B – Pricing Sheet
3.2.1. Upfront Hardware Cost (including freight and tax) Please see attached Pricing Sheet – Hardware Quote
3.2.2. Upfront Software Licensing/Subscription Cost
Please see attached Pricing Sheet – Subscription Cost
3.2.3. Ongoing Annual Maintenance/Subscription Cost
This is included in the above mentioned Subscription Cost – no additional charge
3.2.4. All Professional Services Costs (See Section 4)
Please see the attached Packet Fusion – Zoom Implementation SOW and Pricing
3.2.5. Additional Modules/Components Price(s) (Optional) The only component that would like to discuss with the City is the survivability options, as brought to light in Addendum 1. There are a few ways to provide this which will be based on the City’s current network and willingness to design. That said, we look forward to speaking more in-depth before providing pricing.
VOIP Phone System Replacement
18 SECTION 4
4.1 Installation and Integration
Vendor shall be responsible to install and integrate all software/components to complete the system to ‘final acceptance’ by the City. The City shall determine the final decision on the installation work to be done by whom and when.
Please see the attached Packet Fusion – Zoom Implementation SOW and Pricing for complete details.
4.2. Training
4.2.1. Vendor shall do knowledge transfer to City Project Team during the course of the implementation.
Please see the attached Packet Fusion – Zoom Implementation SOW and Pricing for complete details.
4.2.2. Vendor shall provide pricing for an administrator training session for all designated system admins.
Vendor shall propose suggested length of administrator training sessions for each purchased module, Please see the attached Packet Fusion – Zoom Implementation SOW and Pricing for complete details.
4.2.3. Vendor shall provide pricing for in-person and/or virtual training for end users of the proposed system. Please include: the length (in hours) of the training sessions for each purchased module, the suggested maximum number of participants for each class, and whether users will be expected to have a PC available to be hands-on during training.
Please see the attached Packet Fusion – Zoom Implementation SOW and Pricing for complete details.
4.3. Maintenance and Support
Vendor shall submit a three year maintenance pricing structure so the City can prepare the necessary budget. Vendor shall detail what the maintenance/support contract covers – vendor responsibility and city responsibility.
Zoom’s Access support is reflected in licensing fees. Zoom offers access to a wealth of support tools and expertise, including 24/7 access to our Global Support Centers and the Zoom Learning Center, local language support, and Zoom status notifications. Additional support options, such as priority response, will vary based on account type, user type, and how the account is configured. Zoom’s Access support includes self-help support for any users and also a dedicated ticket system for account administrators. Zoom Access support also includes the following for all hosts and account administrators: 24x7 help center access, self- service access to search Zoom's highly detailed help center (https://support.zoom.com/hc/en) which includes FAQ and technical support articles; and Frontline Tier 1 support that includes agent chat and ticket submission.
Additionally, Zoom offers a variety of self-support tools to ensure answers are at end user's fingertips, including:
▪ Search Zoom Knowledge Base – Troubleshoot technical issues and access support resources by searching Zoom knowledge base articles.
▪ Chatbot: Get answers to questions and troubleshoot technical issues by interacting with the Zoom chatbot.
VOIP Phone System Replacement
19 ▪ Zoom Status – Check Zoom Cloud Status for current service status and maintenance periods for all Zoom Products
▪ Community – A place to find solutions, ask questions, and collaborate with other Zoom Users. ▪ Learning Center – Users can become qualified Zoom experts with on-demand and live training options.
VOIP Phone System Replacement
20 EXCEPTIONS
(If applicable) List here.
VOIP Phone System Replacement
21 PROPOSAL FORM
Please see PacketFusion’s completed Proposal Form for quote details as separate attachments or below.
VOIP Phone System Replacement
22 VOIP Phone System Replacement
23 City of Foster City
Zoom Implementation
Statement of Work
VOIP Phone System Replacement
24 TRUSTED ADVISOR PROJECT: STATEMENT OF WORK
PREPARED BY: PACKET FUSION, INC. SOLUTION ARCHITECT, ERIC HATFIELD PACKET FUSION | 4301 HACIENDA DRIVE, SUITE 400 PLEASANTON, CA 94588 Packet Fusion, Inc.
Professional Services – Statement of Work
This Packet Fusion Statement of Work for Professional Services (this "SOW") is executed by Packet Fusion, Inc. ("Packet Fusion”), and The City of Foster City CoFC (the "Customer'') pursuant to, and is subject to, the Packet Fusion Master Services Agreement executed by Customer and Packet Fusion. Capitalized terms used in this SOW but not otherwise defined shall have the respective meanings given to them in the Master Services Agreement.
Statement of Implementation
The following activities shall be performed in accordance with this Statement of Work and the Master Services Agreement at the location(s) and for the number of users and sites indicated in the attached Appendices:
(Section 1)
Overview Scope of Implementation Completion Criteria Cost 8 Buildings
198 Zoom accounts
520 ’
93 Physical phones
24 Analog Adapters
6 IP Page Adapters
2 ’ -
OPTIONAL
Nomadic E911
The primary objective of
this project is the seamless
deployment of a Unified
Communications as a
Service (UCaaS) solution
using Zoom.
Successful porting
and go-live
completion with site
signoff
See Pricing
Proposal
VOIP Phone System Replacement
25 Service Locations Cost
City Hall
See
Pricing
Proposal
Council Chambers
See
Pricing
Proposal
Police Department
See
Pricing
Proposal
Community Center
See
Pricing
Proposal
Recreation Center
See
Pricing
Proposal
Teen Center
See
Pricing
Proposal
Corporation Yard
See
Pricing
Proposal
Sea Cloud Park Maintenance Shed
See
Pricing
Proposal
General Project Management Deliverables
, ’
standard implementation methodology. The Packet Fusion Project Manager will be responsible for the following activities in association with this Statement of Work (SOW).
I. Oversight and facilitation of project timelines and scheduling.
II. Determine and outline assignment of project resources to implement the Zoom cloud solution. This includes Packet Fusion, COFC, and Zoom resources.
III. Schedule planning sessions to develop an agreed upon deployment strategy.
IV. Schedule discovery sessions with COFC stakeholders to gather required information to complete implementation workbook:
• User and Device Information
• ( [“ ”] -Free Numbers)
• Call flow(s)
• Dial plan requirements (as needed)
• Premise Peering (PSTN/PBX) Requirements
• Zoom Phone SSO
• Roles and Permissions
VOIP Phone System Replacement
26 • Location information
• Desktop Phone information
• Call Queues (hunt groups) including call distribution methodology (simultaneous ring, sequential ring, rotating ring, etc.)
• IVR/Auto Receptionist
• Multi-line appearance (typically used by Administrative Assistants).
V. Coordinate project communications and documentation tracking.
VI. Create and maintain project implementation checklist.
VII. Schedule and manage project status meetings: Review of status, change control, issue management, risk mitigation and Go-Live tracking.
VIII. Porting coordination of COFC DID numbers to the Zoom platform.
IX. Schedule UAT sessions: Verifying call flow design and functionality prior to Go-Live confirmation.
X. Packet Fusion PM to validate site Go-Live completed and finalize closure.
Project Deliverables: Packet Fusion
The Packet Fusion team will collaborate planning, discovery, and design sessions with the COFC key stakeholders to gather required information to complete and provide the following deliverables.
I. A Detailed project plan: Establish an outline of project timelines, schedules, and task assignments.
II. Implementation workbook: Document end users, ring groups, roles, class of service, phone numbers and assignments for pre-configuration approval. Upon approval, the Packet Fusion team will configure the Zoom account per approved implementation workbook.
III. Call flow design: Build a visual design of COFC call flow for pre-configuration approval. Upon approval, the Packet Fusion team will configure the Zoom account per approved call flow design.
IV. User Acceptance Test plan: A document of detailed testing procedures to assure adherence to The ’ .
V. Phone number port order: A complete list of numbers to be ported from existing to Zoom for cut over.
VI. Zoom Phone Readiness Review will be conducted for each location/location(s) identified in Section 1(Service Scope and Locations) of this Project Scope of Work to include:
• Wired Network test results
• Wireless Network test results
• The Zoom ’
’ Zoom
performance.
• PE will provide recommendations, as needed, to resolve network connectivity issues.
VII. Go-Live Readiness requirements.
VIII. Final solution design report (as built documentation): a comprehensive document detailing system setup, configuration, and knowledge transfer from Packet Fusion implementation team to the COFC system administrators.
Engineering and Integrations
The following services below will be performed if indicated in Section 1 (Service Scope and Locations) of the Project Scope of Work:
I. Analog Telephone Adapter(s) as identified in Section 1 (Service Scope and Locations) of this Project Scope of Work
• Complete Zoom Portal configuration once the Adapters are installed on network by the CoFC team.
VOIP Phone System Replacement
27 II. Paging as identified in Section 1 (Service Scope and Locations) of this Project Scope of Work • Complete Zoom Portal configuration of Zoom-supported paging devices once devices are installed and configured on network by the CoFC team.
III. E911 setup via Zoom’
IV. Microsoft Teams integration
• Z ’ capability.
Carrier Support
The Customer is responsible for authorizing Packet Fusion to assist with telephone number(s) porting and to provide final validation for porting request(s) to new cloud solution. Packet Fusion Project Manager will partner with COFC team to ensure Letter of Authorization (LOA) and Customer Service Record (CSR) are properly gathered and submitted for port order submission.
V. The Packet Fusion Project Manager will manage the submission of port requests and shall coordinate rejections/resubmissions with Customer on a per site basis for up to 30 days from submission.
VI. Customer shall provide Packet Fusion with all appropriate Letters of Authorization ("LOA"), billing information, Customer Service Record (CSR) and authorized signer for each location.
VII. Packet Fusion PM will compile the port lists and work with your internal team and carrier/s to validate detail against customer service records.
VIII. The Packet Fusion PM/IE will collaborate with The COFC and Zoom to validate porting and call forwarding options to determine appropriate implementation plan.
End User Training
Packet Fusion implementation team will provide and coordinate on-site end user and system administration training sessions.
I. End user training will be conducted with the following groups recommended: End users, advanced or power users, supervisors, and administrative users. These will be instructor led train the trainer sessions broken out into 20 users per 1hr session. And they will be recorded. Links to download recordings for future use will be provided.
II. System administration and knowledge transfer training sessions will be provided for COFC system administrators.
NOTE: If on-site instructor-led training is required. CoFC will need to provide a conference or training room large enough for 20 users to have a phone and desktop computer at each location. Additional costs will be required for on-site instructor-led training. See costing for details.
User Acceptance Testing – (UAT)
Once cloud solution configuration is complete, the Packet Fusion project team (PM and Engineer) will coordinate a UAT event to validate and test approved call flow design and end user feature functionality. If changes to call flow design or additional users or features are requested, additional time and material charges will apply and possibly impact agreed upon implementation timeline.
I. Packet Fusion Engineer will partner with Customer site admin to review and test inbound auto attendant configuration and functionality.
VOIP Phone System Replacement
28 II. Packet Fusion Engineer will partner with Customer site admin to review user list and feature functionality and document results via test plan.
III. Post UAT testing Packet Fusion Project Manager and Customer will finalize Go-Live date for proposed site.
Onsite Deployment Services
I. OPTIONAL: instructor led training. CoFC will need to provide a conference or training room large enough for 20 users to have a phone and desktop computer at each location. Additional costs will be required for on-site instructor-led training. See costing for details.
Go -Live Support & Post Go -Live Adjustments
At Go-Live, Packet Fusion will provide technical support and assistance of any issues for Go-Live and Post Go-Live support.
Customer Responsibilities
The Customer is responsible for aspects not specifically included in this Statement of Work (SOW).
Out of scope items include:
I. Phone Deployment: The unboxing, placement and plugging in process will be completed by the CoFC team.
II. Analog Adapters Deployment: CoFC team will unbox, assemble, place, and cross connect new ATA devices. Zoom extensions will be registered to ATA device and connectivity will be verified with Zoom portal by Packet Fusion team.
III. IP Adapters for Paging connection(s): CoFC team will unbox, assemble, place, and cross connect new IP Page devices. Zoom extensions will be registered to ATA device and connectivity will be verified with Zoom portal by Packet Fusion team.
IV. The customers LAN/WAN infrastructure
V. Quality of Service (QoS) configuration
VI. Firewall or Access Control List (ACL) configuration.
VII. Power over Ethernet (POE) port activation/ configuration VIII. Configuration and software installation on customer PCs IX. Decommission and disposal of any legacy equipment.
X. Customization of individual User endpoints or phone settings XI. (“ ”) ( ) accounts requiring porting services, service addresses and Authorized Contacts for each phone bill/ carrier account; and BTN for each phone bill/ carrier account.
XII. Customer understands and agrees that they are responsible for gathering and assembling all data from any legacy systems.
XIII. Customer-side premise trunk configuration, diagnostics, and/or troubleshooting XIV. Customer mobile device configuration, diagnostics, and/or troubleshooting XV. Customer to provide all pre-recorded greetings and prompts.
Note: 911 location functionality requires customer completion of Registered E911 Address and location information to Service Web
VOIP Phone System Replacement
29 Delays and Changes
Changes to this SOW shall be made only in a mutually executed written change order between Packet Fusion and Customer (a "Change Order,") outlining the requested change and the effect of such change on the Services, including without limitation the fees and the timeline as determined by mutual agreement of both parties. Any delays in the performance of consulting services or delivery of deliverables caused by Customer, including without limitation delays in completing and returning Customer documentation required during the call flow design or completing number porting request, may result in an adjustment of project timeline and additional fees. Any changes or additions to the services described in this SOW shall be requested by a Change Order and may result in additional fees.
IN SUMMARY
Packet Fusion and Zoom appreciate the opportunity to offer this solution for City’s initiative.
The Packet Fusion Team has proposed a superior and cost-effective solution that fully complies with City’s requirements set forth in VOIP Phone System Replacement. We understand the importance of your project goals, and we are confident you will benefit from this solution and our expertise.
Packet Fusion looks forward to the opportunity to speak with you regarding the details of this proposal, as well as the opportunity to work with City of Foster City on this project.
VOIP Phone System Replacement
30