IntelesysOne
Response to Unified Communications & VoIP Phone
System RFP
for
formerly
Submitted: Wednesday, November 21, 2018
Contact: Aaron Betts, VIP Program Manager (909) 802-7338 | abetts@intelesysone.com
IntelesysOne | Ontario, CA | (888) 546-8353 | www.intelesysone.com
City of La Quinta
Unified Communications & VoIP Phone System Response
Table of Contents
A. Project Cover Letter ......................................................................................................................... 1
B. Table of Contents ............................................................................................................................. 2
C. Summary of Requirements ........................................................................................................... 3
D. Call Accounting System Report Samples ................................................................................. 6
E. System Design and Pricing Schedule ..................................................................................... 10
F. Questions to Vendors .................................................................................................................. 17
G. Supporting Docs – Maintenance Program ........................................................................... 23
H. Supporting Docs – Description of Firm ................................................................................. 25
I. Supporting Docs – Client References ..................................................................................... 31
J. Supporting Docs – Industry Relationships ........................................................................... 36
Section 3: Summary of Requirements:
Network Assessment:
In working with the City for 12 years, IntelesysOne has a very close
working knowledge of the network design, including the MDF, IDFs,
and switches and cabling. IntelesysOne has built several city
networks from the ground up and has an excellent understanding of
municipality network requirements. As part of the proposed
solution, IntelesysOne will investigate and assess the network as
needed and provide all findings of performance with the City’s IT
staff.
Cable:
IntelesysOne has provided cabling services, including running, terminating,
and certifying cables for cities including the City of La Quinta over the last
12 years. Based on the results of the network work assessment,
IntelesysOne will test and certify cabling to support he Mitel Connect
solution.
Required Services:
• Unified Messaging
Integration with Office 365 is something that IntelesysOne has
provided for many of our municipality clients. We understand how to
integrate the Mitel Connect Unified Messaging with Office 365.
IntelesysOne will assist the City in implementing this solution with
minimal impact on services.
• Enterprise Mobility
IntelesysOne has deployed the Mitel Connect Mobility solution for
many of our City clients providing mobile unified communications
regardless the location. We understand how to work with
municipality infrastructure to deploy the solution in the most efficient
way possible. The Mobility solution for Mitel Connect has been
included in the proposal.
3
• Retention of Phone Records
With over 26 municipality clients, IntelesysOne is fully aware of the
requirements cities face with record retention and public record
regulations. The Mitel Connect solution has the capability to retain
City call logs for 3 years and the capacity to retain those logs has
been included in the solution.
• Call Accounting System
Assisting city departments in not just determining what kind of data
to report on, but also assisting in their training is something
IntelesysOne does on a regular basis for our Municipality clients. The
Mitel Connect solution includes a Call Accounting Solution that
contains CDR reporting for inbound, outbound, and internal calls.
Training on the ability to run CAS reports is included in the cost of
the proposal.
• Automatic Call Distributor
As per the response to the submitted question, the Mitel system is
able to create call groups, hunt groups, and route DID to extensions.
IntelesysOne will review the existing call flow with the city to ensure
the most effective delivery of calls to the various departments.
• 911 Services
As the proposed solution is an upgrade to the system IntelesysOne
installed 12 years ago, all 911 functionality will perform on the Mitel
Connect platform exactly as it is functioning now.
Feature Set:
IntelesysOne is the largest Mitel Connect distributor in Southern California
for Municipalities. We have designed and deployed the Connect solution for
over 26 cities in Southern California. Like we did with La Quinta 12 year
ago, and as we do with all new installations, we will meet with the different
department heads and review the features and functionality provided in the
Mitel Connect system. We will ensure that the city is taking full advantage
of the abilities Mitel Connect has to offer including any of the features listed
in the RFP.
4
Single Point of Responsibility:
IntelesysOne offers our Municipality clients a single point of contact for not
just the installation, but also the continuing long-term relationship with
IntelesysOne. From our VIP Program, we will assign a senior member of
our team to ensure the efficient completion of the installation as well as a
single point of contact.
Technical Requirements:
A complete system design has been included in the RFP. IntelesysOne will
use industry best practices to assure acceptable voice quality through the
City. Because IntelesysOne has worked with the city for 12 years, we can
easily ensure that the placement of equipment in network racks or cabinets
are appropriate.
Redundancy/Failover:
As with all of our 26 Municipality clients, IntelesysOne designs the Mitel
Connect solution with redundancy and failover in mind. Working closely
with the city’s IT staff and city management, we ensure the needs of the
city are met in both redundant options and failover scenarios. IntelesysOne
will recommend the best practices to ensure the city’s system is 24/7.
System Administration:
IntelesysOne has a comprehensive training program that will ensure the
current staff can manage and maintain the Mitel Connect platform on a
daily basis. We also offer ongoing annual trainings for new administration
to ensure the long-term success of the city’s ability to manage the system.
IntelesysOne offers both onsite and remote training.
5
Security:
The Mitel Connect platform offers multiple levels of security for
administration as well as features offered to users. With IntelesysOne’s
long-term experience with Municipalities, we will work with your city
management to ensure the proper access to features for city employees.
We have integrated the Mitel Connect platform with the Active Directory for
many of our Municipality clients. As part of the solution, IntelesysOne will
assist in integrating the city’s Active Directory.
Vendor Requirements:
Due to being the current vendor for the last 12 years, many of the
inventories for the city will be easy to put together. As part of the solution,
IntelesysOne will deliver a full system inventory of all servers, switches,
and phones. We will also train the city IT staff on how they can create an
updated inventory whenever needed through the system.
Project Management:
IntelesysOne will not only assign a project manager for the installation, but
also an ongoing single point of contact for the city. We will perform regular
account reviews to ensure the system is functioning optimally for the city
and they are receiving world-class service from our support team.
Warranty:
IntelesysOne will provide a manufacturer’s one-year support on all new
Mitel equipment. We will also recommend an ongoing support contact,
which will guarantee hardware replacement for any of the Mitel Connect
switches, which run the system.
6
Maintenance and Support:
IntelesysOne purposefully focuses on Southern California Municipalities.
This close proximity to our customers allows us to offer a VIP Program, for
which all Municipality clients qualify. This plan ensures a dedicated account
manager and single point of contact. It provides the city with 24x7 support
with a 15-minute response for after-hours calls and a live hand off to a
technician during business hours. This plan also offers a 2-hour response
for onsite support needs. A full listing of our support offering is available
upon request.
Transition Plan:
Because of the long-term relationship with the City of La Quinta and the
intimate knowledge of the current system, IntelesysOne will be able to
install the Mitel Connect platform with little or no impact to the city’s on-
going operations. We follow a six point detailed implementation plan that
will ensure the functionality per the city’s needs. Our local presence allows
for a smooth transition according to the timeline that best fits the city’s
needs.
7
STANDARD REPORTS
Xima Software's Chronicall is a robust call history and reporting suite. Chronicall offers a revolutionary
set of features designed to overcome the limitations of traditional call history and reporting software. It
provides far more detailed and accurate information than the competition by connecting directly to
your phone system and logging everything that happens on each call, from the moment it starts to the
second it ends.
With a thin-client web interface and no licensing restrictions, Chronicall is simple to deploy and scale. A
single inexpensive site license allows you to report on all of your agents, groups, trunks, and extensions
with absolutely no configuration of your phone system.
8
Since Chronicall's original release, it has been in rapid and aggressive development. What started out as
a simple call event monitoring application has evolved into a feature-rich suite of historical reporting
tools. Today, Chronicall is being used across the globe to provide powerful statistics to a wide array of
businesses, from small offices to large, distributed contact centers. With enterprise-class features at a
small business price, Chronicall is revolutionizing the call reporting industry.
Each installation of Chronicall includes Cradle to Grave and the Standard Reports module. As soon as
Chronicall is installed, it begins recording detailed information about every call that enters or leaves
your phone network. Cradle to Grave is an intuitive and simple way to view this information. It shows
you exactly what happened to any call on your system from the moment the call arrived at your phone
switch to the instant the call ended.
True Cradle to Grave reporting means that you can expand each and every call to view its ringing,
talking, queue, hold, and transfer events; conference call information; and the agents, hunt groups, and
external parties involved at each step along the way. You can sort, search, filter, and rearrange the tabu-
lar data or export it directly to a spreadsheet program for further analysis.
9
At Xima Software, we know that collecting information is only as valuable as your ability to find and
analyze it. Our developers have created over 40 accurate and vibrant reports, charts, and graphs that
use everything from the simplest criteria to some of the most detailed and specific statistics available
from any call reporting software. You are free to run these reports as many times as you like to find
invaluable information on your calls, events, conferences, agents, groups, queues, and trunks.
Each installation of Chronicall gives you access to these powerful reports and the intuitive Report
Scheduler, which tells Chronicall to run reports automatically every hour, day, week, or month and send
them to an email address or save them to a file.
10
Copyright 2015 - Xima Software 888.944.XIMA
LIST OF STANDARD REPORTS
ACCOUNT CODE
• Account Code Summary
• Calls by Account Code
AGENT
• Agent Calls
• Agent Call Summary
• Agent Call Summary
• Agent Inbound Calls
• Agent Inbound Summary
• Agent Outbound Calls
• Agent Outbound Summary
• Agent Realtime Feature Trace*
• Agent Summary by Group
• Agent Talking Summary
• Agent Time Card*
• Agent Transfer Summary
• Agent Voicemail Summary
• Event Sequence Calls by Agent
• Excessive {Event Type} by Agent
• Group Summary by Agent*
• Agent Reason Code Report**
• Agent Reason Code Trace**
• Reason Code Report**
• Agent Performance Summary*
• Agent Reason Code by Time**
CALL DIRECTION
• Call Direction Summary
• Calls by Call Direction
CALLER ID
• Calls by Caller ID
• Inbound Caller ID Summary
EXTERNAL NUMBER
• Calls by External Party
• External Number Summary
GROUP
• Agent Summary by Group*
• Excessive {Event Type} by Group
• Group Abandoned Calls
• Group Event Summary
• Group Presented Calls
• Group Summary
• Group Summary by Agent
• Queued Calls by Group
• Queued Call Volume
• Queue Summary by Group
LIST OF CALLS
• 911 Calls
• Abandoned Calls
• Agent Calls
• Agent Inbound Calls
• Agent Outbound Calls
• Call Details
• Calls by Account Code
• Calls by Call Direction
• Calls by Caller ID
• Calls by External Party
• Conference Calls
• Event Sequence Call List
• Event Sequence Calls by Agent
• Excessive {Event Type} by Agent
• Excessive {Event Type} by Group
• Group Abandoned Calls
• Group Presented Calls
• Inbound Calls by Local Number
• Queued Calls by Group
LOCAL NUMBER
• Inbound Calls by Local Number
• Local Number Inbound Summary
TAG
• Tag Summary
TIME INTERVAL
• Agent Call Volume
• Inbound Call Performance
• Inbound Call Summary
• Lost Call Summary
• Outbound Call Summary
• Time of Day Reason Code**
• Inbound Call Service Level
TRUNK
• Trunk Usage by Time
• Trunk Usage Summary
NO TAG
• Basic System Totals
• Cradle to Grave
11
WAN10 GB FiberCity HallST50A (Optional)RI or (23) SIP10 GB Fiber10 GB Fiber150 MB Point to PointSenior CenterCity YardInternet150 MB Point to PointMuseumCity Library(1) ST100DACONNECT - Premise14- IP420G126- IP480(5)(1) ST100AST504- IP480(5)Analog BackupAnalog Backup10- IP480(5)1- IP480(5)ST50A (Optional)Analog Backup4- IP480(5)ST50A (Optional)Analog BackupIntelesysOne specializes in government and education. We offer top industry ranked service and support in Southern California. All work is performed by certified IntelesysOne employees, we do not subcontract any work out. We offer a turn key solution that can provide the city with one point of contact for all of their servicesDesigned and Presented by IntelesysOnewww.intelesysone.com888-546-8353gov@intelesysone.comVirtual Server(s)1 GBDSL4GAnalog Backup12
Connect VoIP System - City of La Quinta
Total Shared
City-wide Resource City Hall Senior Center City Library City Yard Museum
Hardware Unit Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost
ST 50A Appliance Pathway Program $2,000.00 1 $2,000.00 0 $0.00 1 $2,000.00 0 $0.00 0 $0.00 0 $0.00
ST 100A Appliance Pathway Program $3,200.00 1 $3,200.00 1 $3,200.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
ST 100DA Appliance Pathway Program $6,100.00 1 $6,100.00 1 $6,100.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
Rack Mount Kit $95.00 2 $190.00 1 $95.00 1 $95.00 0 $0.00 0 $0.00 0 $0.00
CMAS Discount -$5,650.00 -$4,650.00 -$1,000.00 $0.00 $0.00 $0.00
Hardware Subtotal $5,840.00 $4,745.00 $1,095.00 $0.00 $0.00 $0.00
Software Unit Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost
Courtesy License Pathway Program $0.00 34 $0.00 34 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
Telephony License Pathway Program $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
Essentials UC License Pathway Program $0.00 149 $0.00 140 $0.00 0 $0.00 1 $0.00 4 $0.00 4 $0.00
Courtesy License $99.00 10 $990.00 0 $0.00 10 $990.00 0 $0.00 0 $0.00 0 $0.00
SIP Device License Pathway Program $0.00 10 $0.00 10 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
SIP Trunk License Pathway Program $0.00 12 $0.00 12 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
Site License Pathway Program $0.00 2 $0.00 1 $0.00 1 $0.00 0 $0.00 0 $0.00 0 $0.00
Site License $495.00 3 $1,485.00 0 $0.00 0 $0.00 1 $495.00 1 $495.00 1 $495.00
CMAS Discount -$618.75 $0.00 -$247.50 -$123.75 -$123.75 -$123.75
Software Subtotal $1,856.25 $0.00 0 $742.50 1 $371.25 $371.25 $371.25
Telephones Unit Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost Quantity Total Cost
IP 420 10/100/1000 $219.00 14 $3,066.00 14 $3,066.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
IP 48010/100/1000 $299.00 139 $41,561.00 120 $35,880.00 10 $2,990.00 1 $299.00 4 $1,196.00 4 $1,196.00
IP 485 Gig $429.00 6 $2,574.00 6 $2,574.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
IP 655 $749.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
DSS Console $349.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00 0 $0.00
User Guides (Set of 25)$10.00 20 $200.00 12 $120.00 2 $20.00 2 $20.00 2 $20.00 2 $20.00
CMAS Discount -$7,080.15 -$6,228.00 -$448.50 -$44.85 -$179.40 -$179.40
Telephones Subtotal $40,320.85 $35,412.00 $2,561.50 1 $274.15 4 $1,036.60 $1,036.60
Hardware Software Support
Annual Support (Required in Year 1) no phones after year 1 $8,450.39 $2,991.27 $4,944.50 $343.85 $56.93 $56.93 $56.93
CMAS Discount -$1,014.05 -$358.95 -$593.34 -$41.26 -$6.83 -$6.83 -$6.83
Hardware Software Support Subtotal $7,436.35 $2,632.32 $4,351.16 $302.59 $50.09 $50.09 $50.09
Professional Services Unit Cost Hours Total Cost Hours Total Cost Hours Total Cost Hours Total Cost Hours Total Cost Hours Total Cost Hours Total Cost
Project Management $150.00 47 $7,050.00 24 $3,600.00 19 $2,850.00 1 $150.00 1 $150.00 1 $150.00 1 $150.00
Training - End user and Admin $125.00 40 $5,000.00 12 $1,500.00 23 $2,875.00 2 $250.00 1 $125.00 1 $125.00 1 $125.00
Installation $175.00 159 $27,825.00 24 $4,200.00 128 $22,400.00 4 $700.00 1 $175.00 1 $175.00 1 $175.00
CMAS Discount -$4,785.00 -$1,116.00 -$3,375.00 -$132.00 -$54.00 -$54.00 -$54.00
Professional Services Subtotal $35,090.00 $8,184.00 $24,750.00 $968.00 $396.00 $396.00 $396.00
Common Resources Unit Cost Quantity Total Cost Quantity Total Cost
Virtualized VMWare server with 4 VM servers $7,995.00 1 $7,995.00 1 $7,995.00
Enhanced Paging with Distributed operation $6,000.00 1 $6,000.00 1 $6,000.00
Emergency notification 5 notification $2,200.00 1 $2,200.00 1 $2,200.00
Audio Bridge Port License (Bundle of 10)$1,750.00 0 $0.00 0 $0.00
Advanced Call Accounting $2,998.00 1 $2,998.00 1 $2,998.00
Active Directory Integration $5,000.00 1 $3,295.00 1 $5,000.00
CMAS Discount -$3,563.56 -$3,563.56
Common Resources Subtotal $20,629.44 $20,629.44
Shipping $802.68 $248.75 $481.88 $43.88 $3.29 $12.44 $12.44
Taxes $6,006.57 $1,805.08 $3,513.74 $384.91 $56.47 $123.19 $123.19
Project Total $117,982.14 $33,499.58 $73,253.78 $6,098.38 $1,151.26 $1,989.57 $1,989.57
Zero Cost OPEX Lease Payment Including Support - 60 Months $2,462.13
13
Connect VoIP System
City of La Quinta Options and annual support cost after year one
Annual Support Costs After Year One $7,436.35
Additional 4 years $29,745.40
If remote survivability is desired for smaller remote sites:
ST50A Appliance Pathway Program for remote sites $2,000.00
CMAS Discount -$1,000.00
Hardware Subtotal $1,000.00
14
WAN10 GB FiberCity HallRedundant Data Centers10 GB Fiber10 GB Fiber150 MB Point to PointSenior CenterCity YardInternet150 MB Point to PointMuseumCity LibraryCONNECT - Hosted14- IP420G126- IP480(5)4- IP480(5)10- IP480(5)1- IP480(5)4- IP480(5)IntelesysOne specializes in government and education. We offer top industry ranked service and support in Southern California. All work is performed by certified IntelesysOne employees, we do not subcontract any work out. We offer a turn key solution that can provide the city with one point of contact for all of their servicesDesigned and Presented by IntelesysOnewww.intelesysone.com888-546-8353gov@intelesysone.com1 GBDSL4GWireless Dial ToneWireless Dial ToneWireless Dial ToneWireless Dial ToneWireless Dial Tone Fail over delivered by carrier of choice15
MiCloud Connect Service Plans - City of La Quinta
Teamwork
Voicemail Transcription $
Find Me, Follow Me
Mobile App
Telephony for Microsoft
Softphone
Outlook® / G Suite® Integration
Web & App Dialers
Instant Messaging
Presence
Video Calling & Conferencing
Voicemail
Audio Conferencing 8-Party 25-Party 100-Party
Desktop Sharing 4-Party 25-Party 100-Party
PBX Features
MiCloud Connect Portal
MiCloud Connect Client
Feature Essentials Standard Advanced
Minutes Per Month1 Unlimited Unlimited Unlimited
Direct Dial
16
Contact Center $$$
Internet Fax $$$
Call Recording $$
Archiving $$
Operator $$
Salesforce® Integration $
17
$3,975.00
One-Time Total:$9,700.00
Training - Classes on Site $195.00 10 $1,950.00 $175.00 $200.00 $1,750.00
Hardware
Installation Services
$50.00 159 $7,950.00 $25.00 $3,975.00 $3,975.00
JumpStart $75.00 159 $11,925.00 $25.00 $7,950.00
Installation Services
Service Monthly Commitment Total:$2,860.41
One-Time Charges
Regular
Price
Qty Extended
Regular Price
Discounted
Price Per Unit
Discount Total
Profiles
Options
ShoreTel IP Phone 420 Rental $3.00 14 $42.00 $0.00 $42.00 $0.00
ShoreTel BB424 Rental $3.00 0 $3.00 $3.00 $0.00 $0.00
ShoreTel IP Phone 485G Rental $10.00 6 $60.00 $0.00 $60.00 $0.00
ShoreTel IP Phone 480 Rental $5.00 149 $745.00 $0.00 $745.00 $0.00
Add IVR Ports for New Tenants $0.00 0 $0.00 $0.00 $0.00 $0.00
Hardware
Connect CLOUD Advanced Profile $54.99 0 $0.00 $32.99 $0.00 $0.00
Options
Connect CLOUD Essentials Profile $29.99 159 $4,768.41 $17.99 $1,908.00 $2,860.41
Connect CLOUD Standard Profile $37.99 0 $0.00 $22.79 $0.00 $0.00
Service Monthly Commitment
Regular
Price
Qty Extended
Regular Price
Discounted
Price Per Unit
Discount Total
Profiles
City of La Quinta - 3 Year Term
18
SECTION 5 - QUESTIONS TO VENDORS:
1. Introduction
a. When doing a full network assessment, we use a number of
different tools to verify various aspects of the network. For
security and inventory of the network, we use Rapid Fire. This will
tell us the devices that are on the network and allow us to verify
password strength and other known security vulnerabilities.
During this time, we will also setup PRTG to perform a packet
inspection on the core switch ing and routing. This will show us
devices that might have back network connections or switches
that are failing. With the Mitel Connect platform involved, we can
also assess the voice traffic for quality, jitter, etc.
b. IntelesysOne maintains a C7 certification f or work with low
voltage. We have run thousands of cables including CAT3, CAT5,
25 Pair, 100 pair, and Fiber. We have cabled entire buildings as
well as performed many ad -hoc ca bling jobs for our existing
clients.
2. Required Services
a. IntelesysOne understands the important of 911 services. We
pride ourselves in understanding both the services that carriers
can provide, such as ALI lookup, to enhanced E911 services
through the Mitel Connect platform. With the E911 package
designed specif ically for Education and Municipalities, we are able
to setup various alerts when help is requested. This starts with
the design session with the City to determine who, and how
designated people are notified when a help alert is activated .
Notifications su ch as Desktop , Email, Texts, and Pages can be
triggered by a 911 call or other security options such as a
Campus Lockdown, Medical Emergency, etc. We have designed
and implemented dozens of these systems for many of our City
and Education clients throughou t Southern California.
b. IntelesysOne has deployed the Chronical Call Accounting package
from Xima for many of our Education and City account. This
package offers 70 canned reports that can be scheduled and
delivered as PDF, Excel, or CSV files. Detailed reports that deliver
information about inbound, outbound and internal calls including,
but not limi ted to, call length, number of calls, missed calls, etc.
Sample call reports have been included with the RFP response.
19
c. Working with many cities, we understand the requirements and
challenges cities face with public record and retention
requirements. We will work with the city to determine the best
course of action from allowing voicemail to be sent to email to
delivering a simple link to th e voicemail system keeping the
message internal to the phone system. One of the benefits to
selecting the Mitel Connect solution is that there is no forklift
necessary for the implementation. You are currently on a VoIP
system; this will migrate seamlessly into the new equipment and
programming .
3. Training
a. Our Client Education Team is a key part of what makes
IntelesysOne one of the highest -rated Mitel partners around. Prior
to Go-Live, we will work with your team to design the best plan
for training each and every person at the City of La Quinta who
will be using the new Mitel phones.
• End -User Training Sessions: By far the most common
method used by cities, our trainers will meet with your staff
in groups, small or large, to introduce the new phones and
clearly demonstrate how to use the specific features they
will be able to take advantage of day -to-day. Your staff gets
hands -on experience with the new phones prior to having to
use them in a live setting!
• Train-the -Trainer Sessions: If you prefer that someone on
your staff conducts part of the en d-user training, our team
will teach the person(s) of your choosing what they need to
know in order to be an effective ShoreTel trainer.
• Ongoing Resources: We will leave with you videos and
documentation you can make accessible on your network for
users to reference as needed.
As we bring locations online with your new Mitel solution, we
have a team dedicated to you onsite during and after to ensure a
seamless transition.
We make ourselves available to end users for any questions
and hands-on support as the y start to use the new phones
for the first time.
We spend 1 -on-1 time with executives and key individuals
to ensure their comfort with the functions they need in
order to be effective.
20
b. Our training classes last 45 minutes and cover all basic functions
of both the phone and the Connect client. We work with city
management to identify the best time to schedule classes. We
block out various days and have 3 -4 training classes per day to
ensure we fit to everyone’s schedule. We also offer online videos
for those that cannot attend the training classes or are absent on
the days allocated.
c. All training for the Connect implementation will be onsite or
accessible via the web. All training for the Connect solution at the
time of installation and through the life of the system is included in
the support of the system.
d. End -User Training Sessions: By far the most common method
used by cities, our trainers will meet with your staff in groups,
small or large, to introduce the new phones and clearly
demonstrate how to use the specific features they will be able to
take advantage of day -to-day. Your staff gets hands -on
experience with the new phones prior to having to use them in a
live setting!
e. We have included our training guides that we hand out to all end
users at time of training. These guides are also offered as Print-on-
demand documents after the system has been installed. They
system also offers a complete Administration guide that is available
electronically or as a PDF download.
f. The above mentioned guides are also offered as Print-on-demand
documents after the system has been installed. They system also
offers a complete Administration guide that is available electronically
or as a PDF download.
4. Feature Set
All of the features listed in section 3 are included in the Mitel
Connect platform. One of the best features that I thin k merits
attention is the Connect Client that resides on the PC. This client is
one of the stand out features that Mitel offers over many premise
and cloud based systems. The software on the PC and phone interact
directly with one another. If I start a cal l from my phone, I can then
control that call from my PC client and visa -versa. This full
interopera bility is something unique to the Mitel solution when
comparing with clo ud solutions.
5. Single Point of Responsibility / Accountability
IntelesysOne has been deploying telecommunications systems since
1981. We have a well -developed project management process that
assigns a single point of con tact to coordinate all the involved
21
parties to deliver a seamless transition. This includes data collection
from the city staff as needed, coordination with internal
IntelesysOne staff to complete the project, tight integration with
third party vendors su ch as telephone carriers and service, all driven
in unison by a central project manager, fully trained in all aspects of
project delivery.
6. Single Point of Responsibility / Accountability
a. The proposed solution is recommended to have redundant
connections consisting of SIP / PRI/ and/or Analog for the premise
solution and redundant internet connectivity (in place) for a hosted
solution. For the hosted option, the internet connectivity should be
stable and consistent for best operation. For remotes sites, a
wireless device may be installed for fail over dial tone as well in
both configurations.
b. A complete diagram is provided for the hosted and the premise
deployment. In each design redundancy is included at the
hardware level, the connectivity level and the access level. During
deployment we recommend using standard QOS settings and
establishing a voice VLAN to protect the integrity of the real time
voice traffic. The system has on board real time monitoring to
ensure the call quality is maintained.
c. System diagrams attached, the phones may be purchased with a
color or monochrome. Display.
d. The system components are deployed in an N+1 redundant design
tolerating any component failure. The server function is distributed
across two separate images. In the event of a total system failure
the solution may be accessed via any internet connection, cellular
phone, or a remote answering service with real time message
delivery via email.
e. The Connect platform has full system documentation and manuals
embedded in the solution for easy access. IntelesysOne will train IT
staff on complete management of the solution as well as providing
annual refresher courses for all solutions on support
f. The Connect platform has unlimited levels of security access for
programming interface, system feature use and system access, all
easily controlled by city staff.
g.All system components are detailed in the pricing and visual
diagrams. The system is recommended to be deployed as DHCP for
all telephone units and fixed IP addresses for the server and
appliance. The solution is lean in design and management,
consisting of four part, a generic server, solid state appliance for
99.9999% reliability, one-time software licenses, and the physical
telephones.
22
h.IntelesysOne places top priority on our project manager a the single
point of contact to drive the success of the system deployment. All of
our local municipality clients are assigned our project manger
department head as their direct resource given our strategic
relationship with the market. They will be present at a product demo if
granted.
i. All our maintenance and support services for all government accounts
is automatically upgraded to VIP status with 24/7 response. The
program support description is included.
7. General Questions
a. IntelesysOne has been in business since 1981, providing telephone
systems and data network design and management. Our primary
line is voice over IP deployments and management. Since 2012,
IntelesysOne has migrated to a niche player specializing in
government as education to provide stronger value based on
specific market needs.
b. See following Description of firm
c. See following Description of firm, average staff tenure is 8.7 years with
an annual overturn rate of .82 FTE over the pass five years. Our
management team has an average industry experience of 18 years
and staff engineers with 14.6 years.
d. See following Description of firm, we are headquartered and 100%
focused on the Southern California market. We encourage our
prospects to Google the addresses of proposer’s locations for
verification.
e. See following Description of firm
f. Since our inception in 1981, IntelesysOne has been in good standing
with the California State Contractors board (license 729063) and has
never had any litigation, past or present, initiated against the
company or its officers.
g. IntelesysOne has a successful market niche with government and
education. We have no plans of being acquired or acquiring any
firm in the foreseeable future.
h. See Client References
i. See Client References
j. Workers Compensation, General Liability ($1M,$2M,$1M),
Professional Liability ($1M), Errors and Omissions ($1M),
Automobile ($1M)
k. IntelesysOne provides full or partial data network management
and monitoring, IT project-based requests, carrier management
for dial tone and data connectivity, project consulting, end user
23
training, and third-party product integration of telephone system
devices.
8. Summary
The strength of Mitel. IntelesysOne is proposing the Mitel Connect VoIP
solution for Access Services. Previously known as ShoreTel Connect, ShoreTel has now
joined the Mitel family, making them one of the best bets in the market with the backing of a
$1.5 billion company. Over 100 municipalities in California rely on the Connect platform
for advanced functionality, unsurpassed redundancy, and a proven lowest total cost of
ownership.
The experience of IntelesysOne, headquartered locally in Ontario,
California, we have been serving municipalities, state agencies, K-12 education institutions,
and private enterprises since 1981. In fact, IntelesysOne has been consistently selected as
the partner of choice to deploy voice and data solutions based on our proven track record.
Our 12-year history with La Quinta means we know your environment, your network,
your current programming including phone numbers and routing, and your cabling.
Invaluable insights, methods, and proven strategies. We will
help guide your team through any decisions you may encounter along the way – saving
you time, headache, and uncertainty. Use our team to leverage our decades of focused
expertise so that you can make the best decisions for Access Services! We provide clear
explanations of your options, with all the information you need to forge a clear path forward.
Our proven 6-phase White Glove Implementation method ensures that every aspect of
your implementation is well-managed, providing clear communication and collaboration with
your team every step of the way. We believe that Darryl Polk, CIO of the City of Rancho
Cucamonga, expressed it best when recounting their recent implementation with our team
by saying, “as a partner, IntelesysOne really came to be viewed as additional staff,
rather than a vendor we had to manage.”
Experience the difference in person! We view education as more than
customers – it is our primary business and our municipality clients are a key focus of our VIP
Program. This commitment and the IntelesysOne difference are never clearer than in a
personalized demonstration where we can show you and your team how we have
successfully taken organizations in your same position and helped them design and deploy
an easy-to-manage customized solution.
24
Fundamental Maintenance Program
Having invested in a Mitel IP phone system, you understand the value of a high-
performance solution. Ensure that your Mitel continues to provide an excellent
return on your investment by properly maintaining and updating your equipment.
Leading Benefits:
No-cost software upgrades
for your Mitel server and
firmware pgrades for voice
switches and phones.
Access to the broad
knowledge Base of
IntelesysOne to handle
Issues that affect your Mitel
across your entire network
Administrator and end-user
education ensure that you and
your organization get the most out
of your Mitel solution.
Advanced exchange of
equipment drastically reduces
the time it takes to replace
covered phones and voice
switches in the event of a failure.
MAINTAINING YOUR ENTIRE INVEST MENT
Unlike traditional PBX phone systems of the past,
a large part of what makes VoIP solutions like the
Mitel able to survive the test of time is the fact
that they are largely software driven. Because of
this, the functionality and capabilities you currently
have with your Mitel phone system will be far
surpassed by the new improvements and
additions that you’ll see on your same system
several years from now.
These updates not only provide additional
functionality, but maintain
compatibility with the ever-changing nature of your network. Just as your computers require
constant software updates to ensure their longevity and compatibility, so too does your Mitel IP
phone system. It is therefore imperative that the software and firmware driving your phone
system remains current with the latest releases from Mitel.
With the Mitel Fundam ental Maintenance Program from IntelesysOne, you can rest assured
that your system will receive the latest updates and major upgrades from Mitel as they
become available. You will limit the possibility of being faced with incompatibility challenges
and your Mitel IP phone system will be just as effective and impressive years from now as it
was the day you made your initial investment into it.
TECHNICAL SUPPORT ADVANCED HARDWRE REPLACEMENT
IntelesysOne support engineers are ready
to answer the most complex technical
questions you may have concerning your
Mitel system . Our skilled engineers are
available to make sure that your Mitel not
only works on your network, but in your
network, interacting with a multitude of other
devices you rely on.
With IntelesysOne behind your organization,
you will benefit from the convenience of
Advanced Hardware Replacement. Should a
covered component fail, we’ll have a
replacement on its way to you immediately.
Voice switches will be delivered to your office
via next business day shipping to ensure that
you receive the equipment you need as
quickly as possible, without an unnecessary
waiting.
ADMINISTRATOR & USER EDUCATION
Live web-based training sessions make it easy
for your staff and system users to learn how to
use the many features in your Mitel IP phone
system. Three seats in our System
Administrator course and sixteen seats our
End User Training course are included in your
Fundamental Maintenance Program.
CUSTOMER SUPPORT WEB PORTAL
A private login to our customer support portal
allows you to create and manage your own
service requests whenever assistance is
needed.
25
Fundamental Maintenance Program
What’s Included?
Software Updates and New Releases.
During the Term, Customers will receive new
software releases and applicable software
maintenance updates.
Training
System Administration Training
Your Support includes one web-based System
Administrator training for up to eight students.
End User Training. Your Support includes two end-
user training sessions for up to sixteen students.
Discounted Items
During the Tern, Customers will be received
10 % discount on network monitoring, project
management, and application development and
integration. Customers will also receive 25%
discount on system moves (cabling and onsite
work not included)
24/7 Monitoring
Our TAC provides real time monitoring of your
system status and any potential threats or
outages, Problems are often solved before they
create any operational impact.
Back-Ups
Weekly off-site system, back-ups
Technical Support.
During the Term, Customer will receive:24/7/365
technical support, and five FREE basic support calls a
month (does not include moves add or changes). (Calls
do not rollover)
As part of your support you will also receive a yearly
review of your holiday schedule and review of network
services and telco cost analysis.
Onsite Support Onsite support is directly available within
Southern California 24/7/365 within 3 hours of initial
customer request and verification that remote support is
insufficient to rectify reported problem(s). Telephone
Support Telephone Support is available 24/7/365.
Response Standards: IntelesysOne commits to an onsite
emergency response time of 15 minutes and onsite
emergency response time of 2 hours
Equipment Replacement
All Mitel Switches covered under an active support
agreement will be replaced if IntelesysOne determines it
is non-operational. Replacement of failed hardware due
to normal wear and tear will be delivered onsite or via
next day air shipping.
Mitel IP telephone support (if applicable) includes the
support exchange replacement of failed Mitel IP
telephone units. Replacement delivery is via ground
delivery service. Requests for expedited replacement
may be made
IntelesysOne support
engineers are ready to help.
You may contact us by:
Phone: Business Hours
8:00am to 5:00pm(M-F) Dial
909-972-0400 and a
representative will assist you.
After Hours Dial 909-972-
0400 Press Option 3
Email:
support@intelesysone.com
26
Description of Firm (Section 5.7 b-e)
ABOUT INTELESYSONE
IntelesysOne is headquartered minutes from AVUSD at:
3155-B East Sedona Court, Ontario, California, 91764
(909) 305-1500 | Fax: (909) 305-2100 | www.IntelesysOne.com
Your primary contact is: Aaron Betts
Direct: (909) 305-1500 ext. 110
Email: abetts@intelesysone.com
Federal Tax ID: 95-4583269
ICS Intelesys Inc, dba IntelesysOne,
is a California Corporation.
With over 25 team highly-trained and certified team members (of which 85% are technical
professionals), IntelesysOne has been serving, state agencies, municipalities, K-12 education
institutions and private enterprises since our start in 1981. We have made a strategic decision
to focus solely on the Southern California market, with all our resources collaborating under one
roof. This focus has allowed us to provide solutions to more public agencies in Southern
California than any other Mitel Connect partner, with an unmatched client experience.
We continually invest back into our municipal clients through our participation in organizations
like , where we are able to hone our focus on the technology needs and
trends that directly impact cities like yours.
IntelesysOne is consistently recognized among the best of all
Mitel Connect partners for client satisfaction. In fact, in the last
independent survey conducted by the manufacturer,
IntelesysOne ranked #1 globally over more than 800
partners for the unmatched client experience we provide.
27
IntelesysOne maintains a flat organizational structure with a very interactive team. Our systems
are built around establishment of optimal goals, constant monitoring and measurement of goal
attainment and systems adjustment to drive goal accomplishment. We nurture a culture of
rapid escalation both internally and externally with monitoring of exceptions reaching all laters
of our organization including our president
Key Staff
IntelesysOne prides ourselves on the quality of our team and the level of their expertise. From
start to finish, you can expect to work with the same team who will ensure that the goals we
identify at the onset of your project remain in focus all the way through the end.
Our core implementation team for the City of La Quinta project is identified below. We look
forward to introducing them to you during an onsite demonstration.
28
Rick Balzer, President
• Started with company in 1994
• Mr. Balzer is a licensed C-7 low voltage contractor by the State of California. Mr.
Balzer also holds several technical certifications for Various PBX, VoIP, and carrier
product lines including ShoreTel, NEC, TPx (TelePacific), etc.
• Mr. Balzer graduated from California State University, Fullerton in 1992 with a
degree in International Marketing and a minor in Philosophy
• Mr. Balzer provides direct executive oversight on IntelesysOne projects either
exceeding 500 endpoints and/or is deemed of strategic business importance to
IntelesysOne, such as all local municipalities and K-12 deployments.
• Mr. Balzer is fully certified as a systems designer and information systems
consultant. He has been a noted speaker at the Telecom Resellers Association in
San Diego and consulted as an industry expert in various news outlets. Mr. Balzer
was awarded the California State University San Bernardino service entrepreneur
of the year in 2012. He continued to be an advisor and judge for the university’s
annual spirit of the entrepreneur event.
• Mr. Balzer has been driving the direction of IntelesysOne for over 20 years,
leading IntelesysOne to be one of the most prominent providers on the West
Coast. Mr. Balzer has been instrumental in many product innovations and
delivery methodologies.
David Garcia, CIO and Lead Engineer
• Started with company in 2004
• Mr. Garcia is certified on a variety of data products such as Cisco, HP, and
Microsoft. He holds numerous certifications on ShoreTel including installer,
advanced engineer, enterprise call center, mobility, and collaboration
• Mr. Garcia earned a technical degree in telecommunications and has over 15
years’ experience in the industry.
29
• Mr. Garcia provides technical supervision and design for all IntelesysOne projects
either exceeding 500 endpoints and/or is deemed of strategic business
importance to IntelesysOne, such as all local municipalities and K-12
deployments.
• Mr. Garcia has held numerous technical positions within the IT and
telecommunications field for over 15 years. He has been the Chief Information
Officer of IntelesysOne since 2013, leading the technical and product direction of
the company. David resides locally in Fontana with his wife and children.
• Mr. Garcia has led most of the local municipality and K-12 client install for
IntelesysOne including several projects over $1,000,000. His latest
accomplishments include a complete data network and VoIP deployment for the
City of Rancho Cucamonga and a districtwide deployment for Anaheim Union
High School District of 3,000 endpoints.
Aaron Betts, VIP Program Manager & Project Director
• Started with the company in 2012
• Mr. Betts holds various technical certifications for PBX, VoIP, and Networking
including ShoreTel, Microsoft, etc.
• Mr. Betts has certified in various disciplines from technical trade schools and
vendor specific universities
• Mr. Betts provides day to day operational oversight on all IntelesysOne projects
• Mr. Betts is a certified designer and installer for the ShoreTel VoIP systems. He
has designed the ShoreTel deployment for various Cities including City of Norco,
City of Rancho Cucamonga.
• Mr. Betts has overseen dozens of ShoreTel installations for IntelesysOne including
being the Lead Installer on many of them. He has also overseen various low
voltage projects that have included multiple Cities, an 800-room student housing
project for USC, as well as built various networks from the ground up.
30
Matt Orr, Senior Advisor of Public Sector
• Mr. Orr first began with IntelesysOne in 2007 and, after a brief departure,
returned to further develop IntelesysOne’s government and education offerings.
• Mr. Orr holds multiple industry and ShoreTel-specific certifications, including
ShoreTel Solutions Architect, and has served as a trainer for the industry standard
Network+ certification.
• Mr. Orr shall serve as the primary account contact throughout the duration of the
implementation and beyond, ensuring that IntelesysOne’s focus and effort is
always aligned with the goals and desires of your organization. He shall advise
on design and implementation to provide insight into current municipal best-
practices and concepts.
• Mr. Orr has worked closely with private, educational, and government
organizations for over 20 years to provide a 360-degree implementation of
technology into their day-to-day practices.
• Mr. Orr is recognized in the business technology community for his expertise in
technology management and business continuity, participating as a key presenter
and panelist in numerous seminars, technology town hall events, webinars, and
more.
• With a sharp focus in municipalities and K-12 education, Mr. Orr brings the
experience of working alongside many prominent organizations to achieve great
success in elevating the adoption of technology among users and administrators
alike. His dedication to creating an unparalleled experience continues to be an
instrumental part of IntelesysOne’s ongoing relationships with our clients.
Maria Vargas, Client Education Lead
• Started with company in 2006.
• Mrs. Vargas is a certified ShoreTel trainer with various certifications from ShoreTel
and NEC, and is very knowledgeable in carrier product lines.
31
• Mrs. Vargas oversees and manages the training curriculum for all end users of the
solution, including day-to-day use of hardware and advanced applications. Her
knowledge in local municipalities and K-12 deployments allows her to bridge the
gap between design and end-user function, making the transition for users an
easy one.
• Mrs. Vargas has led the training process for projects exceeding 2,500 endpoints,
working with clients’ teams in training customization and scheduling.
• Mrs. Vargas develops all trainers and oversees the diverse education series for
IntelesysOne. Her hands-on approach and dedication to each project has allowed
IntelesysOne’s educational series to be recognized by many others.
32
Client References (Section 5.7 h&i)
Highlight: City of Rancho Cucamonga
Their Solution
• 21 locations
• 893 ShoreTel phones
• 31 wireless conference phones
• 1 month to design and plan
• 2 months to deploy and go-live
(50% faster than planned)
• 43 training sessions with over 800 city staff trained
• See case study https://www.intelesysone.com/about-us/case-studies
Key Features
• Wireless IP conference phones, fully integrated into the
ShoreTel, were installed in all city conference and
training rooms. These phones can be moved anywhere
within a multiroom radius without any physical connection.
• Enhanced Paging allows Battalion Chief to page any fire station from anywhere in
the city while preventing similar access to unauthorized personnel.
• The ShoreTel Mobility feature – used as an app on users’ smartphones – allows staff
to make and receive job-specific calls on their cell phone, keeping the city from
having to issue separate, city-owned cell phones. Users can dial internal extensions
or outside numbers and still maintain the appearance of coming from the city’s
phone system.
• IntelesysOne also replaced the city’s switching and routing infrastructure with a new
$1.5 million Cisco solution, allowing up to 10GB routing between sites.
33
Highlight: Anaheim Union High School District
Their Solution
• District Office +
23 school sites
• 2,258 ShoreTel phones
• 1 month to design and plan
• 8 months to deploy and go-live
(16 months faster than expected)
• 78 training sessions
with over 2,200 district staff trained
Key Features
• E911 and Emergency Notification features allow school and District staff to
immediately know when and where a call for help has been made. One-touch
Lockdown, Medical Help, and Classroom Emergency buttons enable teachers to
quickly and easily get assistance when it’s needed.
• The automatic Phone Scheduler feature allows classroom phones to disallow
incoming calls during teaching periods based on a preset teaching schedule,
minimizing disruption. Administration can override this function from any phone
and call classrooms if needed.
• In the event of a campus lockdown, calls to any site can be rerouted to the District
Office’s Emergency Operations Center, ensuring that calls from parents can still be
answered while enabling school site staff to get students to safety.
• Integrated call accounting and recording provides the District with granular activity
reporting.
34
Client References
1. Client’s Company Name: City of Rancho Cucamonga
Client Address: 10500 Civic Center Dr. Rancho Cucamonga
Contact’s Name: Darryl Polk
Contact’s Title: CIO
Contact’s Telephone & FAX: (909) 477-2700 ext. 2525, fax (909) 477-2849
Contact’s Email: Darryl.Polk@cityofrc.us
Scope of Services/Products Provided: Network rebuild, VoIP system deployment
Project Completion Date & Value: Completed 2-2017 for $1,871,029
2. Client’s Company Name: City Of Indio
Client Address: 100 Civic Center Mall
Contact’s Name: Ian Cozens
Contact’s Title: IT
Contact’s Telephone & FAX: (760) 391-4100, fax (760) 342-6556
Contact’s Email: icozens@indiopd.org
Scope of Services/Products Provided: VoIP system deployment city-wide
Project Completion Date & Value: Completed October 2008 for $75,878
3. Client’s Company Name: City of La Verne
Client Address: 3660 D St La Verne, CA
Contact’s Name: Bill Elftman
Contact’s Title: IT Director
Contact’s Telephone & FAX: (909) 596-8775, fax (909) 596-8774
Contact’s Email: bill@elftman.com
Scope of Services/Products Provided: VoIP system deployment city-wide
Project Completion Date & Value: January 2010 for $184,495
4. Client’s Company Name: City of Claremont
Client Address: 207 N. Harvard Ave, Claremont, CA
Contact’s Name: Joe Cabon
Contact’s Title: IT Director
Contact’s Telephone & FAX: 909-399-5462
Contact’s Email: jcabon@ci.claremont.ca.us
Scope of Services/Products Provided: Citywide VoIP system, Police Department
mobile command center
Project Completion Date & Value: May 2015 for $197,525
35
A Sampling of IntelesysOne’s Government & Education
References
City of Lancaster
Monique Edwards
(661) 723-6024
medwards@cityoflancasterca.org
Anaheim Union High School District
Erik Greenwood
(714) 999-3511
greenwood@auhsd.us
City of La Verne
Billy Elftman
(909) 596-8775
belftman@cityoflaverne.org
City of Rancho Cucamonga
Darryl Polk
(909) 477-2700
darryl.polk@cityofrc.us
Snowline Joint Unified
School District
Karen Stevens
(760) 868-5817
karen_stevens@snowlineschools.com
City of Redlands
Danielle Garcia
(909) 798-7500
dgarcia@cityofredlands.org
City of Stanton
Stephen Parker
(714) 890-4226
sparker@ci.stanton.ca.us
City of Claremont
Joe Cabon
(909) 399-5462
jcabon@ci.claremont.ca.us
City of Norco
Chris Zaragoza
(951) 735-3900
czaragoza@ci.norco.ca.us
City of Artesia
Andrew Perry
(562) 865-6262
aperry@cityofartesia.us
36
City of Rosemead
Hector Martinez
(626) 569-2192
support@cityofrosemead.org
City of Menifee
Derek Williamson
(951) 672-6777
dwilliamson@cityofmenifee.us
City of Big Bear Lake
Kelly Ent
(909) 866-5831
kent@cityofbigbearlake.com
Antelope Valley Transit Authority
Lyle Block
(661) 729-2229
lblock@avta.com
City of La Canada Flintridge
Arabo Parseghian
(818) 790-8880
aparseghian@lcf.ca.gov
City of La Quinta
Jesus Gamino
(760) 777-7108
jgamino@la-quinta.org
City of Indio
Ian Cozens
(760) 391-4133
icozens@indiopd.org
City of Santa Clarita
Phil Sumagaysay
(661) 286-4096
psumagaysay@santa-clarita.com
37
IntelesysOne’s Industry Relationships
FOR MUNICIPALITIES & EDUCATION
38