NETW250 - Course Project RFP - Wk6 - Jorge Linares NETW250...

Jorge Linares – NETW250 – August 22, 2015
Course Project: IP-PBX Solution RFP
Jorge Linares
DeVry University
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Jorge Linares – NETW250 – August 22, 2015
Table of Contents
Section 1: Introduction
1.1 Project Purpose and Scope
Section 2: Vendor Requirements
2.1 Overview
2.2 Pricing
Section 3: Training
3.1 End User and System Administrator
Section 4: Conlusion
4.1 Conclusion
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Jorge Linares – NETW250 – August 22, 2015
Section 1: INTRODUCTION
1.1 Project Purpose and Scope
The CIO of A Certain Hospital (ACH) is requesting proposals from any qualified telephone
service companies to replace the company’s current Private Branch Exchange (PBX) telephone
system. The company is located in the city of Los Angeles, California. As such, I have come to
the conclusion that the IP-PBX solution would have to be with the Avaya IP Office / Call Center.
This is due to their experience as a company and the connectivity that they provide, as well as
their multimedia support and total costs.
However, the company as of now is facing a number of challenges with its current
telecommunications system such as follows:
1. The telecommunications system, as of now, is based on old hardware and software
technology that cannot take advantage of any of the newer tech and feature sets that are
available present day.
2. Additionally, the system uses Plexar technology in order to interconnect itself with
several other remote facilities. Costing quite a bit amount of money in order to maintain
and operate.
These challenges serve as an incentive for the company’s plan on upgrading its current
telecommunications system. The company requests proposals from qualified telephone service
companies in order to seek out solutions to the concerns previously addressed above. As well as
a qualified telephone service company that can supply and install the new system as is in this
RFP.
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Jorge Linares – NETW250 – August 22, 2015
Section 2: VENDOR REQUIREMENTS
2.1 Overview
A Certain Hospital (ACH) is interested in different options that can leverage existing investments
and phase approaches to help ensure that a smooth transition to a new system will be possible.
The following is an overview of the key requirements and specific features of a new system.
Vendor Experience and Connectivity
 Experience of the Company
 ACD based Windows
 Call Center includes 400 agents
 Connectivity to current Avaya PBX
Vendor Multimedia Support
 E-mail
 Chat
 Voice Mail
 IVR
 Outbound dial
 CTI integration
 URL Browsing
 CRM support