PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

REQUEST FOR PROPOSAL for IP Telephony/VOIP System for the PIKES PEAK LIBRARY DISTRICT Colorado Springs, CO (PPLD RFP #520-13-01)

Pikes Peak Library District (PPLD) invites qualified vendors to submit a response to a Request for Proposal (RFP) for a IP Telephony/VOID system, complete with endpoints and ongoing maintenance and support. Qualified firms must be licensed in the State of Colorado, and must have comparable and verifiable experience in VOIP/Telephony network administration, support and monitoring, shall have been in business for no less than five years. Proposal deadline is 5:00 pm local time on April 8, 2013.

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

I. Terms & Conditions A. General Terms & Conditions: 1. Purpose: The PPLD desires to bid a new IP Telephony/VOIP phone system. Initially, this system will be in place at our new facility at 1175 Chapel Hills., Colorado Springs, Colorado. In the future when budget allows, the system will expand to include our entire District of 14 libraries. This system will replace the two existing NEC 2000 series PBXs that we currently have at our East Library and Penrose Library (equipment currently in place is listed below). The system bid should be scalable to include the rest of our locations. Specifications regarding duties to be performed and certifications required are listed below in the specifications section. The winning bidder shall also provide support for emergency situations. This support shall consist of both remote phone and/or online support as well as on site support when necessary. Phone support must be available during Library business hours, and will preferably be available 24/7/365. Email or web-based support or trouble reporting is also highly desirable. Services provided via such support should be emergency troubleshooting of equipment as well as reporting circuit problems to our telecommunications providers if necessary. Onsite service calls may be necessary in case of emergency. Current NEC Telephony Equipment: 1. NEAX 2000 IPS (Internet Protocol Server) 2. NEAX MAIL AD 64 3. Business Attendant System (Switchboard) 4. CALLCenter Worx (PE ACD Group) 2. Interested Parties: All interested companies are invited to submit a proposal in accordance with the terms, conditions, and specifications contained herein. An electronic version of this document can be accessed at: http://www.ppld.org/request-for-proposals No e-mailed or faxed bids will be accepted. 3. Sole Point of Contact: Questions and requests for clarifications regarding this RFP must be addressed to Carolyn Coulter, [email protected], 719-531-6333 ext 1100. Questions and requests for clarifications may be sent via email, provided that the RFP number, title, and the words question and/or clarification are identified in the subject area of the email. Questions and requests without this subject identification may be considered routine emails, and may not get properly addressed. All questions and requests for clarification will be responded to either in writing or by email to all proposers. Any responses by the PPLD that are considered to be a change in the terms, conditions, and specifications of this RFP will be sent by written addendum. No communications of any kind may be considered a change to the terms, conditions, and specifications in this RFP unless received by the proposers via formal written addenda.

IP Telephony/VOIP System

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

4. Tax Exemption: PPLD, as a local government entity, is exempt from sales and use taxes. Bidders shall inform all prospective subcontractors and suppliers, as necessary, from whom they expect to obtain services or supplies of the taxexempt status of PPLD. Following the contract award, an exemption certificate will be furnished by PPLD if the contractor requests. 5. Expenses: The PPLD assumes no liability for payment of expenses incurred by proposers in the preparation and submission of proposals in response to this invitation. 6. Conflict of Interest: Any contractual relationship with any PPLD personnel in the twelve (12) months preceding the distribution of their RFP, or any similar or potential conflicts of interest, may, at the sole discretion of the PPLD, be grounds for rejection of the proposal and/or termination of any contract awarded. 7. Non-Discrimination: The Contractor agrees not to refuse to hire, discharge, promote, or demote, nor to discriminate in matters of compensation against any person otherwise qualified, solely because of race, color, religion, national origin, gender, age, military status, sexual orientation, marital status, or physical or mental disability. 8. Governing Law: The laws of the State of Colorado shall govern any contract executed between the successful proposer and PPLD. Further, the place of performance and transaction of business shall be deemed to be in the County of El Paso, State of Colorado, and in the event of litigation, the exclusive venue and place of jurisdiction shall be the State of Colorado, and more specifically, El Paso County, Colorado. 9. RFP Schedule: RFP Specifications Released RFP Due at 5:00 pm local time Demonstration Bid awarder (vendor notified) Project commences Project completion due date 10. Demonstrations After the review of the written RFP responses, highly rated vendors will be invited to provide physical demonstrations of their systems to the evaluation team. These demonstrations can take place at either a Library facility or at a vendor office or site, whichever the vendor prefers. Demonstrations must include the following features. 1. Demonstrate how your system will replicate or enhance the Librarys current implementation of a NEC server based application. (The CallCenter WorX ACD Business software). Currently, the system functions as described below: March 18, 2013 April 8, 2013 April-May 8, 2013 on or about May 21, 2013 ASAP, depending on construction schedule ASAP, depending on construction Schedule

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

a. The ACD / MIS method is to have four telephone lines in queue to answer a variety of patron inquiries. Staff must first login to the group with a security code, and then may opt to put a party on hold during a call to seek out information not centrally located. Calls are answered in the order in which they were received in queue. Additionally, Staff must logout after their shift has expired. On the other hand, patrons on hold, or receiving a busy tone when the queue is full, receive messages pertaining to the continuation of holding until the next available staff member is capable of taking their call. 2. Demonstrate switchboard functionality. Demonstrate call flow from the switchboard.

3. Demonstrate looking up a contact on the system, making an external and internal call. 4. Demonstrate endpoints: a. Dialing b. Voicemail c. Softkeys d. Conference calling e. Video conferencing 5. Demonstrate remote, off-site functions for end users, eg: working via cell phone, working from home, etc. 6. Demonstrate softphone functionality. 7. Demonstrate creating and changing voice tree messages. 8. Demonstrate editing and creating call routing profiles and schedules, both onsite and remotely. 9. Demonstrate Outlook/Exchange integration. Include integration with voicemail, calendar, scheduling, and any other features the vendor deems appropriate. 10. Demonstrate how the system is integrated with Active Directory, and what functionality exists with A/D. 11. Demonstrate the administrative interface. 12. Demonstrate Add/Change/Delete administrative functions. 13. Demonstrate remote accessibility to branch sites for administrative functions. 14. Demonstrate alerts and troubleshooting available in the administrative interface. 15. Demonstrate logs and reporting 16. Demonstrate file export and call recording details. 17. Demonstrate end point provisioning. B. Proposal Preparation: 1. Substantive proposals: By submitting a proposal, the proposer guarantees that (a) its proposal is genuine and is not made in the interest of, or on behalf of, any _____________________________________________________________________________________________ Pikes Peak Library District 3/18/2013 Page 4 of 22

PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

undisclosed person, firm, or corporation; (b) it has not directly or indirectly induced or solicited any other respondent to put in a false or sham bid; (c) it has not solicited or induced any other person, firm, or corporation from proposing; and (d) it has not sought by collusion to obtain for itself any advantage over any other proposer or over PPLD. 2. Insurance Requirements: The successful proposer shall have and provide evidence of worker compensation insurance, general liability insurance (minimum $1,000,000.00) and fidelity bonding insurance (minimum $100,000.00). 3. Indemnification: The proposer agrees to, and shall, defend, release, and indemnify, and save and hold harmless PPLD, its officer, agents, and employees from and against any and all damages to property or injuries to or death of any person or persons, including property and officers, employees, and agents of PPLD, and further agrees to, and shall, defend, indemnify, and save and hold harmless PPLD, its officers, agents, and employees, from and against any and all claims, costs, demands, liabilities, suits, actions, causes of action, and other legal or equitable proceedings of any kind or nature whatsoever, of or by anyone whomsoever, including, but not limited to claims arising out of and/or predicated upon negligence, breach of contract, tort, or strict liability, in any way resulting from, connected with, or arising out of the contractors operations or performance in connection herewith. 4. Date Schedule: By submitting a proposal, the proposer guarantees that it will be able to comply with the overall elements of the purchasing and project calendar. 5. Continuity: By submitting a proposal, the proposer will make its best efforts to ensure that the key team member(s) remain assigned to PPLD account for the duration of contract. 6. Submission Information and Documents: The proposal must be comprehensive and address all elements requested in Section II. Specifications/Features and Section III. Proposal Requirements. To assure that the information provided can be readily identified, the proposal must include, but not limited, to the submission of the following signed documents: Addendum A - PROPOSAL COVER SHEET, Addendum B - CHECKLIST AND QUESTIONNAIRE Addendum C SPECIFICATIONS/FEATURES Addendum D IMMIGRATION CLAUSE FOR CONTRACTS. 7. Signatures: The proposal must be submitted in ink, signed by an officer of the proposing company. 8. Withdrawal of Proposal: A proposer may withdraw its own proposal at any time prior to the proposal due date and time as identified herein. After that date and time, no proposal may withdraw its proposal for any reason. All proposals shall be valid for a period not less than 90 calendar days after the proposal due date.

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

9. Proposal Submissions: Proposals are to be submitted in sealed envelopes, identified with the proposal number and title, on the forms provided herein, with all attachments, no later than 5:00 pm local time on April 8th, 2013, to: Mr. Michael Varnet, CPA Chief Financial Officer Pikes Peak Library District 5550 N. Union Blvd. Colorado Springs, CO 80918 A complete submission includes the signed original with all the attachments, and five (5) complete copies. Proposals delivered after that time will be received and read, but will be rejected for lateness. 10. Confidentiality: All Materials submitted in response to this RFP become the property of the Pikes Peak Library District, upon delivery, and are to be appended to any formal documentation that would further define or expand any resulting contract. Proposals are public information. If proprietary information is needed to support your proposal, it must be packaged separately and labeled CONFIDENTIAL. Such labeled items will be returned at the end of the selection period. C. Selection: 1. Right of Acceptance and Rejection: PPLD reserves the right to accept or reject any or all proposals and to waive any formalities, informalities, and deviations, which, in its opinion, best serve the interests of the PPLD. PPLD is not bound to accept the lowest priced proposal. 2. RFP Selection: It is the intent of the PPLD to select only responsible and responsive firms. The PPLD is not bound to accept the lowest priced proposal. Your proposal should include your most favorable terms and conditions. 3. Basis of Award: An evaluation team will judge the merit of proposals received in accordance with the general criteria defined within this invitation. The recommendations of this committee will be forwarded to the Board of Trustees for approval and execution. The following criteria will be taken into consideration when making evaluations of proposals. This list is not intended to be exhaustive: a. Completeness of Proposal b. References c. Pricing d. Quality of Services e. Any other items deemed in the best interests of PPLD. D. Contract Formation: 1. Agreement in Writing: The successful candidate will be required to enter into a written contract with PPLD for maintenance services.

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

If you have a formal Service Agreement or Contract that you typically use with such engagements, feel free to attach a copy to your Proposal. A Service Agreement is not a condition of accepting a proposal. If, in PPLDs sole discretion, the selected proposer has not executed the contract documents within a reasonable time after selection, PPLD reserves the right to rescind the award and select another contractor. 2. Amendments To Contract: Parties hereto reserve the right to make amendments or modifications to the contract by written amendment signed by both parties. No amendment shall be effective unless approved by PPLD. 3. Termination: Either party may terminate the contract without cause by giving written notice thirty (30) days in advance of termination. In the event of termination pursuant to this section, the sole compensation to the Contractor will be for any unpaid portion of services performed or delivered at the date of termination. This agreement will automatically terminate on the occurrence of any of the following events: bankruptcy or insolvency of either party, sale of the business of either party, failure to comply with federal, state or local laws, regulations or requirements. II. Specifications/Features Detailed Specifications/Features can be seen in Addendum C of this RFP. Each specification/feature listed in Addendum C will be marked as Mandatory (M), Highly Desirable (HD), or Desirable (D). Points will be assigned to each of these categories based on how well the District judges the response to meet our needs. Vendors can reply that they support the specification/feature as either: Available: The specification or feature is a part of the overall system proposed by the vendor. Partial: The specification or feature is partially available in the system proposed by the vendor. The vendor should describe what part of the specification or feature is available and which is unavailable, and any other details that are pertinent to the question. Optional: If the specification or feature is available but is an option to the overall system proposed by the vendor, the vendor should explain the options and provide costing information if necessary. The vendor is encouraged to elaborate on any responses. III. Proposal Requirements The following information and documents must be included in submitted proposal: A. Company Background and Experience: 1. A brief company history summary.

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

2. A list of individual technicians to be assigned to this project and those who will be supporting the District ongoing, and a description of the technicians applicable certifications. 3. Describe company-level vendor certifications. 4. A minimum of five references, including name, telephone number and a brief statement describing their association with your company. References from at least three clients of a similar nature to the PPLD are preferred, eg: other library, educational or public sector clients. References from the Colorado Front Range are also preferred. 5. List of current and recent clients during the past five years. This should include the company name, type of equipment and services provided, and contact information. Include any other information you consider appropriate for purposes of this RFP. B. Pricing Information: Please provide costing for the initial system, installation, training, and ongoing maintenance for a period of 3 years. When considering costing below, include costing for mid-grade endpoints (eg, endpoints possessing hardware buttons, a display, and a direct Ethernet connection). Costing should include: a. Initial system components to provide service to the 1175 Chapel Hills facility, including a PRI interface (PRI/ISDN provided by the District) to the PSTN and approximately 200 mid-grade endpoints. b. A description of each type of endpoint offered by the vendor or available with this system, and its cost. c. Maintenance and support for the Chapel Hills implementation for a period of three years. d. Initial administrative and end user training, including information on costing for onsite and remote options. e. Costing for any ongoing administrative training available. f. Please provide costing for support service for system. Please include any additional costs for before/after hours or weekend support. Provide costing for both for 8-5 M-F and 24/7/365 coverage, and any monthly costs associated with this support service.

g. Provide costing for any endpoint maintenance or replacement program that may be available to the District. Please describe any such program available to the District. h. Approximate costing to add a remote location of 200 mid-grade endpoints in the future, and a list of components necessary to accomplish this. Consider that some larger sites may have PRI ISDNs in place. i. j. Approximate costing to add a remote location of 10 mid-grade endpoints in the future, and a list of components necessary to accomplish this. Describe any equipment warranties included or available, and what additional costs may be required.

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

C. Other Information 1. Quality Issuance. Describe the firm's philosophy for servicing a client and commitment to customer service and quality assurance. 2. Any other information that you feel should be considered in the selection process.

IP Telephony/VOIP System

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

ADDENDUM A PIKES PEAK LIBRARY DISTRICT REQUEST FOR PROPOSAL FOR IP Telephony/VOIP System PROPOSAL COVER SHEET

IP Telephony/VOIP System

I. GENERAL INFORMATION 1. 2. FIRM NAME _______________________________________________________________ ADDRESS _______________________________________________________________ _______________________________________________________________ 3. 4. 5. 6. PHONE FAX E-MAIL AND WEBSITE CONTACT ________________________________________________ ________________________________________________ ________________________________________________ ________________________________________________

II. STATEMENT OF MINIMUM QUALIFICATION I, ___________________________________________________________ (printed name) hereby declare that I am the ____________________________________________ (title) of __________________________________________________________________________ (Name of firm) submitting this profile and declaration, and that I am duly authorized to sign this profile and declaration on behalf of the above named firm. All information set forth in this profile and declaration and all attachments hereto are, to the best of my knowledge, true, accurate, and complete as of the submission date. The signer further certifies that (please initial): a. _______ The Company has carefully examined all instructions, requirements, specifications, and terms and conditions of the RFP for which this proposal is submitted. The company understands all instructions, requirements, specifications, and terms and conditions of the RFP, and hereby offers and proposes to furnish the goods and services described herein at the prices, fees, and/or rates identified in this proposal, in accordance with the instructions, requirements, specifications, and terms and conditions of the RFP.

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

b. _______ This proposal is a valid and irrevocable offer that will not be revoked and shall remain open for the PPLDs acceptance for a period of ninety (90) calendar days from the proposal due date. c. _______ The Company is in full compliance with all applicable federal, state, and local laws, rules, regulations, and ordinances governing business practices. d. _______ All statements, information, and representations prepared and submitted in this proposal are current, complete, true, and accurate. e. _______ Submission of this proposal indicates the signers acceptance of the evaluation technique and that some subjective judgments may be made by the PPLD as part of the evaluation. f. _______ Evidence of worker compensation insurance, general liability insurance (minimum $1,000,000.00) and fidelity bonding insurance (minimum $100,000.00).

g. _______ There have been no claims, litigation, or other issues filed or pending against our company in the past 5 years except as listed below. ______________________________________________________ ______________________________________________________ j. _______ The company is aware of Colorados Immigration / illegal alien laws pertaining to public contracts. Addendum D (Colorado Statutes 8-17.5 102) is signed and attached.

______________________________________ Authorized Signature

____________________________________ Date

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

ADDENDUM B PIKES PEAK LIBRARY DISTRICT REQUEST FOR PROPOSAL FOR IP Telephony/VOIP System CHECKLIST and QUESTIONNAIRE I. Statement of Qualification (Fill in or attach): A. Company Background and experience: 1. A brief company history summary.

IP Telephony/VOIP System

2. A list of individual technicians to be assigned to this project and those who will be supporting the District ongoing, and a description of the technicians applicable certifications.

3. Describe company-level vendor certifications.

4. A minimum of five references, including name, telephone number and a brief statement describing their association with your company. References from at least three clients of a similar nature to the PPLD are preferred, eg: other library, educational or public sector clients. References from the Colorado Front Range are also preferred.

5. List of current and recent clients during the past five years. This should include the company name, type of equipment and services provided, and contact information. Include any other information you consider appropriate for purposes of this RFP.

II. Pricing information Please provide costing for the initial system, installation, training, and ongoing maintenance for a period of 3 years. When considering costing below, include costing for mid-grade endpoints (eg, endpoints possessing hardware buttons, a display, and a direct Ethernet connection). Costing should include:

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

a. Initial system components to provide service to the 1175 Chapel Hills facility, including a PRI interface (PRI/ISDN provided by the District) to the PSTN and approximately 200 mid-grade endpoints. ________________________________________________________________________________ b. A description of each type of endpoint offered by the vendor or available with this system, and its cost. ________________________________________________________________________________ c. Maintenance and support for the Chapel Hills implementation for a period of three years. ________________________________________________________________________________ d. Initial administrative and end user training, including information on costing for onsite and remote options. ________________________________________________________________________________ e. Costing for any ongoing administrative training available. ________________________________________________________________________________ f. Please provide costing for support service for system. Please include any additional costs for before/after hours or weekend support. Provide costing for both for 8-5 MF and 24/7/365 coverage, and any monthly costs associated with this support service. ________________________________________________________________________________ g. Provide costing for any endpoint maintenance or replacement program that may be available to the District. Please describe any such program available to the District. ________________________________________________________________________________ h. Approximate costing to add a remote location of 200 mid-grade endpoints in the future, and a list of components necessary to accomplish this. Consider that some larger sites may have PRI ISDNs in place. ________________________________________________________________________________ i. Approximate costing to add a remote location of 10 mid-grade endpoints in the future, and a list of components necessary to accomplish this. ________________________________________________________________________________ j. Describe any equipment warranties included or available, and what additional costs may be required. ________________________________________________________________________________

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

III. Other Information 1. Quality Issuance. Describe the firm's philosophy for servicing a client and commitment to customer service and quality assurance.

IP Telephony/VOIP System

2. Provide any and all other information that you feel should be considered in the selection process.

____________________________________ Authorized Signature

____________________________________ Date

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

ADDENDUM C PIKES PEAK LIBRARY DISTRICT REQUEST FOR PROPOSAL FOR IP Telephony/VOIP System SPECIFICATIONS/FEATURES Please indicate if you are able to meet the specifications/features listed below. Please include additional information if necessary. Each specification/feature listed below is marked as Mandatory (M), Highly Desirable (HD), or Desirable (D). Points will be assigned to each of these categories based on how well the District judges the response to meet our needs. Please reply that you can support the specification/feature as either: Available: The specification or feature is a part of the overall system proposed by the vendor. Partial: The specification or feature is partially available in the system proposed by the vendor. The vendor should describe what part of the specification or feature is available and which is unavailable, and any other details that are pertinent to the question. Optional: If the specification or feature is available but is an option to the overall system proposed by the vendor, the vendor should explain the options and provide costing information if necessary. 1. System will be put in place at our new facility, but eventually will expand to replace our existing NEC PBX system. System is scalable to encompass existing branch locations: M Available _________________ Partial_________________ Optional_________________ a. Describe how the system will scale and what equipment will be necessary to expand the system in the future. ___________________________________________________________________________ 2. Communications system proposed is capable of end-to-end encryption for all communications traffic (e.g. voice, text, video), as well as any other sensitive information (such as credentials) which is communicated over the IP network: M Available ________________ Partial _________________ Optional _________________ a. Please detail your solution's approach to, and implementation of, such encryption. Please note the manner in which the solution might leverage an existing PKI deployment, or provide its own. ____________________________________________________________________________ _____________________________________________________________________________________________ Pikes Peak Library District 3/18/2013 Page 15 of 22

PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

3. Phone endpoint provides network pass-through: HD Available ________________ Partial _________________ Optional _________________ 4. Network pass-through can auto-detect VLAN: D Available ________________ Partial _________________ Optional _________________ 5. Voice system integration with MS Exchange: M Available ________________ Partial _________________ Optional _________________ a. Describe how the system integrates with MS Exchange. _____________________________________________________________________________ 6. Voice system integration with MS Exchange calendar, system is aware of meetings, etc: D Available ________________ Partial _________________ Optional _________________ 7. Voice system integration with Active Directory: HD Available ________________ Partial _________________ Optional _________________ a. Describe how the system is integrated with Active Directory, eg: authentication, single sign on, etc. ____________________________________________________________________________ b. Describe any other integration with MS Exchange or A/D ____________________________________________________________________________ 8. Portable, cordless phones are available with the system: HD Available ________________ Partial _________________ Optional _________________ 9. Portable push-to-talk phones available: D Available ________________ Partial _________________ Optional _________________ 10. System can accommodate use of headphones: HD Available ________________ Partial _________________ Optional _________________ a. Please describe any ancillary equipment necessary, eg: amplifiers or adapters. ____________________________________________________________________________

IP Telephony/VOIP System

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11. System/software is IPv6 compliant: M Available ________________ Partial _________________ Optional _________________ 12. System/software is Windows XP and Windows 7 compatible: M Available ________________ Partial _________________ Optional _________________ 13. System/software is windows 8 compatible: HD Available ________________ Partial _________________ Optional _________________ 14. System can be configured to interface with existing NEC PBXs to allow for 4 digit dialing in interim period when both systems must be maintained: HD Available ________________ Partial _________________ Optional _________________ a. Describe your solution for accomplishing this. ____________________________________________________________________________ 15. System is redundant and allows for auto-failover of crucial elements (switches, controllers, PRI interfaces): M Available ________________ Partial _________________ Optional _________________ 16. System allows for multiple location redundancy and failover: HD Available ________________ Partial _________________ Optional _________________ a. Describe your plan for disaster recovery and system redundancy. ____________________________________________________________________________ b. If any server is required, describe compatibility with virtualization and note any vendor partnerships. ____________________________________________________________________________ 17. System allows for 911 responders to ascertain the address/source of incoming 911 calls: M Available ________________ Partial _________________ Optional _________________ 18. System presents an alternative to PSALI for 911 calls: HD Available ________________ Partial _________________ Optional _________________ a. Please describe alternatives to PSALI that are available. ____________________________________________________________________________ ____________________________________________________________________________ _____________________________________________________________________________________________ Pikes Peak Library District 3/18/2013 Page 17 of 22

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19. System allows for conference calling: M Available ________________ Partial _________________ Optional _________________ a. Describe limits and options. ____________________________________________________________________________ 20. System allows for video conference calling: HD Available ________________ Partial _________________ Optional _________________ a. Describe limits and options. ____________________________________________________________________________ 21. System allows for calls to be recorded from Voicemail and exported to file at the end user level: D Available ________________ Partial _________________ Optional _________________ 22. System allows for calls to be recorded from Voicemail and exported to file at the administrative level: D Available ________________ Partial _________________ Optional _________________ 23. System allows for on-demand recording of live calls: D Available ________________ Partial _________________ Optional _________________ 24. System allows personal contacts to be imported into system directory: D Available ________________ Partial _________________ Optional _________________ 25. System will attempt to find a user by allowing callers to ring through to secondary/cell phone numbers, etc: D Available ________________ Partial _________________ Optional _________________ 26. System allows for configurable call routing based on date and time parameters: HD Available ________________ Partial _________________ Optional _________________ 27. A virtual receptionist greets callers and forwards calls to the appropriate phone numbers based on call routing schedules: HD Available ________________ Partial _________________ Optional _________________ a. Describe your solution. Detail below explains how our current solution functions. i. Clients call a 1-800 phone number ii. A voice tree offers client two options: _____________________________________________________________________________________________ Pikes Peak Library District 3/18/2013 Page 18 of 22

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iii. iv. v. vi. vii. viii.

IP Telephony/VOIP System
Press 1 for non-critical problems Press 2 for critical problems Calls are forwarded appropriately If the calls are not answered, they are forwarded to voicemail. Voicemail notifications are sent via email to the appropriate staff. The notification emails include a .wav file of the voicemail message as well as text of the transcribed message.

____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ 28. Describe your support SLAs: eg; what is the response time for call back/phone support? What is the response time for onsite support? _______________________________________________________________________________ 29. Where are the techs that will be assigned to our location dispatched from? _______________________________________________________________________________ 30. How many techs are available to answer onsite needs for the District at any given time? _______________________________________________________________________________ 31. Vendor maintains a locally accessible parts depot: HD Available ________________ Partial _________________ Optional _________________ 32. System provides an online ticketing system for the District to report support issues: HD Available ________________ Partial _________________ Optional _________________ 33. System supports multiple vendors SIP endpoints: D Available ________________ Partial _________________ Optional _________________ 34. System includes fax server capacity: HD Available ________________ Partial _________________ Optional _________________ 35. System allows for analog port integration, eg: Fax, TTY: D Available ________________ Partial _________________ Optional _________________ 36. System allows for multiple call trees: M Available ________________ Partial _________________ Optional _________________ _____________________________________________________________________________________________ Pikes Peak Library District 3/18/2013 Page 19 of 22

PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

a. If limited, define limitations. ____________________________________________________________________________ b. Describe/define your auto-attendant features. ____________________________________________________________________________ c. Describe and voice response capabilities. ____________________________________________________________________________ d. Describe any multilingual support. ____________________________________________________________________________ 37. System allows for integration with Schlage-AD series locking systems: HD Available ________________ Partial _________________ Optional _________________ a. If system integrates with another locking system, please describe. ____________________________________________________________________________ 38. System allows for incoming and outgoing call detail recording: HD Available ________________ Partial _________________ Optional _________________ 39. Call detail is accessible for review and reporting from a centralized database and can be used from the local system administrator: HD Available ________________ Partial _________________ Optional _________________ 40. Call center functionality available: HD Available ________________ Partial _________________ Optional _________________ a. Define call center functionality ____________________________________________________________________________ 41. System allows for switchboard functionality: M Available ________________ Partial _________________ Optional _________________ a. Describe switchboard functionality ____________________________________________________________________________ 42. Initial training for the local system administrator to understand configuration and administration features is provided: M Available ________________ Partial _________________ Optional _________________ _____________________________________________________________________________________________ Pikes Peak Library District 3/18/2013 Page 20 of 22

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01 IP Telephony/VOIP System

a. Describe options for onsite and remote administration training. ____________________________________________________________________________ 43. Initial end user training is available: M Available ________________ Partial _________________ Optional _________________ a. Describe options for onsite and remote end user training. ____________________________________________________________________________ 44. Ongoing administrative training is available: HD Available ________________ Partial _________________ Optional _________________

____________________________________ Authorized Signature

____________________________________ Date

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PIKES PEAK LIBRARY DISTRICT RFP # 520-13-01

ADDENDUM D PIKES PEAK LIBRARY DISTRICT IP Telephony/VOIP System IMMIGRATION CLAUSE FOR CONTRACTS Pursuant to Colorado Revised Statutes Section 8-17.5-102, the Pikes Peak Library District (PPLD) shall not enter into or renew a public contract for services with a contractor who knowingly employs or contracts with an illegal alien to perform work under the contract or who knowingly contracts with a subcontractor who knowingly employs or contracts with an illegal alien to perform work under the contract. Accordingly, Contractor agrees that it shall not: Knowingly employ or contract with an illegal alien to perform work under this Agreement; or Enter into a contract with a subcontractor for work under this Agreement that fails to certify to the Contractor that the subcontractor shall not knowingly employ or contract with an illegal alien to perform work under this Agreement. Further, Contractor agrees that it shall comply with the following: Contractor has verified or attempted to verify through participation in the Basic Pilot Employment Verification Program (the Basic Pilot program) of the U.S. Department of Homeland Security that Contractor does not employ any illegal aliens and, if Contractor is not accepted into the Basic Pilot Program prior to entering into this Agreement, that Contractor shall apply to participate in the Basic Pilot Program every three months until Contractor is accepted or the services under this Agreement have been completed, whichever is earlier. This requirement shall terminate if the Basic Pilot Program is discontinued. Contractor shall not use Basic Pilot Program procedures to undertake pre-employment screening of job applicants while the services under this Agreement are being performed. Should Contractor obtain actual knowledge that a subcontractor performing work under this Agreement knowingly employs or contracts with an illegal alien, the Contractor shall: Notify the subcontractor and the PPLD within three days that Contractor has actual knowledge that the subcontractor is employing or contracting with an illegal alien; and Terminate the subcontract with the subcontractor if within three days of receiving the notice pursuant to Paragraph 1(b)(iii)(1) the subcontractor does not stop employing or contracting with the illegal alien; except that Contractor shall not terminate the contract with the subcontractor if during such three days the subcontractor provides information to establish that the subcontractor has not knowingly employed or contracted with an illegal alien. Contractor shall comply with any reasonable request by the Colorado Department of Labor and Employment made in the course of an investigation that the Department may undertake pursuant to its authority under Colorado Revised Statutes Section 8-17.5-102(5).

IP Telephony/VOIP System

____________________________________ Authorized Signature

____________________________________ Date

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