Sample VOIP RFP
1. Cover Page.
- A. Company name.
B. Proposal authors.
C. Date, company address and URL as it should appear in print.
D. Primary contact with phone number and e-mail address.
2. Equipment list with version/model numbers and design description.
- A. An itemized list of major equipment (gateways, systems, cards/components, handsets) for each site¹
B. An itemized list of software for each site.
C. An itemized list of services for each site.
D. A summary of your solution and what specific features it supports that puts it ahead of the competition.
E. Address all the requirements listed below in the Details section.
3. Price list of required products and services.
- A. An itemized list of major equipment for each site.
B. An itemized list of software for each site.
C. An itemized list of services for each site. Ongoing maintenance costs.
D. Summarize on one page the total cost of the entire project.
4. Ongoing costs. Summarize the likely ongoing subscription and service costs needed to maintain the system over a period of three years.
5. Product literature and documentation. Include product literature that describes the features and benefits of your equipment, software and services. Also include technical documentation for major components.
An imaginary company called Industry Inc. has the following requirements for a new business telephone system that it intends to roll out in two phases. The first phase starts immediately. The second phase has a completion target of one year from now (mid-2003).
Industry Inc.s data network is a separate but related issue in the build-out of the VOIP network. Industry Inc. is not wedded to the idea of having the same vendor supply both the data and voice network equipment. Do not include data networking equipment in the proposal unless it is required to support the VoIP implementation.
For this part of the response, you may only reference shipping products and software.
You may reference products that are not currently available BUT ARE EXPECTED TO BE AVAILABLE in the next year. You must provide approximate shipping dates for each product.
We understand that each customer is different and that these differences can have a profound impact on equipment, services and cost of an implementation. Therefore, please provide as much context to your responses as possible. Put another way, it is better for you to over-explain your response, giving the benefits and drawbacks of various choices an IT manager could make.
Describe the overall architecture of the system. Provide diagrams that illustrate all of the major network components, their roles and interactions with each other. Where applicable, indicate the OS that the server software runs on. Show all PBX servers, gateways and handsets, as well as any other relevant equipment. Use diagrams to show how your products connect to the PSTN (Public Switched Telephone Network).
2. Telephone handsets
Telephone handsets should be line-powered. Locally powered handsets will be considered, but are definitely the second and less preferred choice. Provide the part number and price (list price only for volumes describe in each phase of the project.)
- World Headquarters: 250 handsets, 75 lines, inbound/outbound calling, voice mail, unified messaging, all lines with Direct Inward Dialing (DID), conference calling for 2 simultaneous groups of 15 participants.
- Call Center #1: 1,120 handsets (1,120 human agents on duty), 1,000 lines inbound-only, 120 lines inbound/outbound, 20 of the in/outbound lines must be DID lines, announce that call may be recorded, give anticipated hold time, menu options to route call (specify if voice commands can be used, for example "say or press 1 now") inside the call center.
- Factory #1: 100 handsets, 30 inbound/outbound lines, all DID, all voice mail.
- Branch Office: 20 handsets, 10 lines inbound/outbound lines, all DID, all voice mail.
- 5 Private residences: 1 handset, 1 inbound/outbound lines, DID, voice mail.
- 5 Salespeople who use soft phones via a hotel high-speed Internet connection.
- World Headquarters: 1,000 handsets, 200 lines with all other specifications as in Phase 1 except increase conference calling to 10 simultaneous groups with up to 20 participants per group.
- Call Center #1: 2,500 handsets (2,500 human agents on duty), 2,000 lines inbound only, 500 lines inbound/outbound, 100 of the in/outbound lines must be DID lines and all other specifications listed for Phase 1.
- Call Center #2: 1,500 handsets (1,500 human agents on duty), 1,250 lines inbound only, 250 lines inbound/outbound, 50 of the in/outbound lines must be DID lines and all other specifications listed in Phase 1.
- Factory #1: 600 handsets, 200 inbound/outbound lines, all DID, all voice mail.
- Factory #2: 400 handsets, 135 inbound/outbound lines, all DID, all voice mail.
- Factory #3: 200 handsets, 65 inbound/outbound lines, all DID, all voice mail.
- 142 Branch Offices: 20 handsets, 10 lines inbound/outbound lines, all DID, all voice mail. (1 Branch Office has 10 handsets and 5 lines to make the number of total handsets 10,000.)
- 50 Private Residences: 1 handset, 1 inbound/outbound lines, DID, voice mail.
- 100 Salespeople who use soft phones via a hotel high-speed Internet connection.
3. Call Processor Functionality
- Under what circumstances do you recommend concentrating all voice mail at a central location?
- Under what circumstances do you recommend distributing voice mail to branch offices/remote factories?
- Given that Industry Inc. wishes to consolidate as much telephone specific administration to the headquarters office, describe what services MUST be administered locally.
- Fail over routing plans
- Determining factors such as BHCA (Busy Hour Call Attempts), BHCC (Busy Hour Call Completions), CPS (Calls per second).
- Capacity planning for future growth
4. Access to PSTN
5. Integrated Messaging--Integrated messaging allows an e-mail client to retrieve voice mail, faxes and paged messages from a voice mail system. Integrated messaging can also mean that voice mail can retrieve e-mail and other text-based information from the system using text-to-voice technology.
7. Network bandwidth and protocol support
8. Call Accounting Features--Describe, or show an example of the following features:
9. Voice Mail Integration--List the features that allow voice mail vendors to integrate with your platform. List any voice mail vendors that have a special relationship with your platform.
10. APIs and Partnerships--List APIs and third-party products and services that are currently available for your VoIP telephone system.
11. Work in any office--Describe how your system allows employees to work in any available office (sometimes called "hoteling").
12. Standards--List all significant standards that are currently supported by your VoIP telephone system. Describe the ability of your VoIP telephone system to support SIP (Session Internet Protocol), MGCP (Media Gateway Control Protocol) and related MEGACO, other significant protocols and standards.
13. Desk dialing--Describe the integration between desktop office productivity applications such as Word/Outlook and the telephone system so that employees (who are not in a call center) can dial numbers from a contact manager index.