Loading...
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