Unified Communications Telephone Services - Cloud Based

Background
The City of Wilson is seeking proposals for unified communications telephone services that are cloud-based. Currently, the city utilizes an on-premises Avaya Voice over IP (VoIP) phone system, which they plan to transition to a cloud-hosted service. This change aims to enhance service levels and simplify management while maintaining cost efficiency.

Work Details
The contract will involve transitioning from an on-premises VoIP system to a cloud-hosted solution that supports up to 600 users, 625 Direct Inward Dialed (DID) numbers, and 625 call paths. The solution must include:

- Support for standard SIP phones from manufacturers like Yealink, Polycom, and Panasonic.
- Features such as auto attendants, interactive voice response (IVR), call recording, conference bridging, call center capabilities, and detailed call reporting.
- Services per user line including unlimited local and long-distance calling within the U.S., voicemail to email integration, mobile client capability for Android and iOS, softphone capability for Windows OS, and flexible ring configuration options.
- A web portal for users to self-manage their settings and review call history.
- Pricing proposals must include costs per telephone model for both wired and wireless options as well as headset solutions.

Period of Performance
The solution is expected to be fully functional no later than a date to be determined after the proposal selection.

Place of Performance
The services will be performed in Wilson, North Carolina.

Bidder Requirements
Proposals must address specific questions regarding uptime metrics, support processes, system administration roles, disaster recovery approaches, and confirm compliance with the detailed system requirements outlined in the solicitation.