Tender Specifications - European Training Foundation - Europa

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1

T
ENDER N°:

CFT/
12/ETF/0
12



TITLE:

IP PBX SYSTEM FOR TH
E ETF”


TENDER DOSSIER



PART A:



TENDER SPECIFIC
A
TIONS



PART B:



DRAFT CONTRACT



FINANCIAL PROPOSAL

2


PART A:


TENDER
SPECIFIC
A
TIONS

1.


Terms of Reference

S
UMMARY OF REQUESTED

SUPPLY


Type of supply

Equipment


Expec
ted
start
date

October 2012

Expected duration of related
services

Four years

from contract signature

Place of delivery

c/o ETF, Turin

Maximum budget available

350
,000

EURO

for

4 years contract



B
ACKGROUND AND PURPOS
E

The purpose of this tender is to

select a suitable

IP PBX to replace the current PBX and
telephone
hand
-
sets.


1.1.

Current State


PBX


At the present time, there is
a PBX
in use by the ETF in T
u
rin, Italy.

Main components of the
existing PBX

are:



DTX
-
I 15(R), Digital Extension Card 15 BRI



DTX
-
I 7(R), Digital Extension Card 7 BRI



ALC
-
G (R), 16 port analogue extension card (Qty

: 2)



DTU
-
PH, Digital Trunk Card 2Mb PRI ISDN/DPNSS/QSIG



1.2.

Current State


LAN


At present there are t
wo switches Extreme Networks Black Diamond 8810 with Gigabit E
the
r
net
to the desktop using UTP Cat 5 cable from the nearest data centre. The Infrastructure is fully
co
m
pliant with Power over Ethernet (802.3af).


1.3.

Replace current PBX with IP PBX System


ETF would like to replace the current PBX with an IP PBX System i
n Turin, Italy as detailed b
e-
low in the following paragraphs, keeping for 2012 the current ISDN conne
c
tivity.

D
ELIVERABLES


S
PECIFIC
R
EQUIREMENTS

1.

Functional Requirements
-

Telephones

1.1.

Minimum requirements Basic IP Hard Phones (quantity:
95
)

1.1.1.

Hands Free Answe
r / Speaker
1


1.1.2.

Hold Button
2



3

1.1.3.

Transfer Button
3

1.1.4.

Caller ID
4

1.1.5.

Volume Control Phone
-

microphone, speaker and ringer volume
5

1.1.6.

Message Waiting Indicator
6

1.1.7.

Headset Jack Standard 3.5mm

1.1.8.

Speed Dial
7


1.1.9.

Busy Lamp Field
8

1.1.10.

Two lines

1.1.11.

Integrated Power over Ethernet support
9

1.1.12.

SIP

Support

1.1.13.

Minimum
Two
-
line
LCD
display

1.1.14.

Minimum four flexible programmable keys


1.2.

Minimum requirements
Advanced

IP Hard Phones (quant
i
ty:
39
)

1.2.1.

All features for Basic IP Hard Phone (see
1
.1
)

1.2.2.

HD Voice
10

1.2.3.

Four lines

1.2.4.

Back
lit graphical LCD display

1.2.5.

Minimum eight flexible programmable keys

1.2.6.

Ability to monitor different extensions


1.3.

Minimum requirements
specific
IP Hard Phone

receptionist

(quantity:
1
)

1.3.1.

All features for Advanced IP Hard Phone (see
1.2
)

1.3.2.

Six lines






1

An audio interf ace to a communication device that
permits the user to listen and talk without holding the handset to their
ear.

2

A f eature that allows a user to temporarily hold and incoming call, typ
i
cally to use other f eatures such as transf er or to
originate a 3rd party call. During the call hold peri
od, the caller may hear silence or music d
e
pending on the network or
telephone f eature.


3

A call connection routing f eature that transf ers a call f rom one telephone or exte
n
sion to another.


4

Caller identif ication is a telephone service that provides a

receiving telephone device with the phone number of the
orig
i
nating caller, which can be displayed to the destination person prior to receiving the call.


5

The loudness (intensity) of a sound.


6

A f eature that inf orms a user that they have messages wai
ting in email,
or
voice mail. Optionally it may indicate how
many mail messages are waiting without the user having to call their voice mailbox. MWI may use unique tone (rapidly
changing dial time) or an indication on the telephone device (such as a light)

as an i
n
dication of message waiting. MWI
should not impact a subscriber's ability to orig
i
nate calls or to receive calls.


7

Speed dialling is a process that initiates the dialling of telephone numbers through the use of a limited number of digits
or thr
ough special keys (e.g. speed dial buttons)


8

Busy Lamp Field (BLF) is a light on a phone which tells you whether another e
x
tension connected to the same PBX is
busy or not. This has to be conf igured manually
possibly
f rom the phone user. When conf i
g
ured,

the phone subscribes
to a resource list available on an IP PBX to be notif ied with such inf ormation about other extensions.


9

Power over Ethernet (PoE) is an industry specif ication that supplies 48V to devi
c
es connected to an Ethernet data line.
The 802
.11af specif ication def ines that the 48V can be supplied on either of the unused lines in the Ethernet cable
(o
n
ly 4 of the 8 lines are typically used) or it can be supplied directly on the data lines.

10

Short for high
-
definition voice, and also called wid
eband voice, in Internet t
e
lephony, it refers to the use of wideband
technology to provide a deeper clarity and better audio experience in VoIP comm
u
nications.



4

1.3.3.

Minimum sixteen flexible programmable keys


1.4.

Minimum requirements
Wireless Ph
ones (quantity:
1
5
)

1.4.1.

On
-
site
robust

mobile communication

1.4.2.

Maximum
weight

including

batteries 130g

1.4.3.

Minimum Capacity up to 12 hours speech

1.4.4.

Minimum Capacit
y up to 120 hours

standby


1.5.

Minimum requirements IP Soft Phones
11

(quantity 150)

1.5.1.

Compatible with MS Windows XP and MS Wi
n
dows 7

1.5.2.

Functioning as a published Citrix XenApp 6

(or higher)

application

or
alternativ
e
ly
full

compatibility with Citrix Xendesktop 5 (o
r higher).

1.5.3.

Support capabilities that also supports video (H.323
12

compliant)


2.

Functional Requirements


System


2.1.

Blind Transfer to Station
13


2.2.

Call Waiting
14

2.3.

Authorization Code
15

2.4.

Last Number Redial

2.5.

Call Forwarding


Internal/External

2.6.

Class of Service
16

2.7.

Call Park
Feature
17

2.8.

Call Pick
-
up Groups
18

2.9.

Hunt groups
19

2.10.

Music on Hold
20

upload your own

2.11.

Automated r
eply messaging during specific days or closing times (holidays, wee
k-
ends, lunch breaks, and so on). The service may be programmed for any needs including
local holidays,

and unplanned holidays. The service allows the playing of audio files and can
perform specific operations (for example: automated transfer of calls to another site, and so
on).




11

A soft phone is a software program that operates on a multimedia compu
t
ing devi
ce (such as a
personal computer
) to
operate as an Internet tel
e
phone.

12

H.323 is an umbrella recommendation from the International Telecommunic
a
tions Union (ITU) that sets standards for
multimedia communications over Local Area Networks (LANs) that may not provide a gua
ranteed Quality of Service
(QoS). H.323 specifies techniques for compressing and transmitting real
-
time voice, video, and data between a pair
of videoconferencing workstations. It also describes signalling protocols for managing audio and video streams, as

well as procedures for breaking data into packets and synchronizing transmissions across communications cha
n-
nels.

13

Transfer call without waiting for called party to pick
-
up


14

Ability to receive 2nd call on single line phone

15

Ability to require an acces
s code to use phone

16

Individual Administrative restrictions on individual telephone

17

A call

hold feature that allows a telephone station

to initiate other calls or se
r
vices while a call is parked.

18

A call pickup group is a telephone call processing feat
ure that enables a st
a
tion (telephone extension) to answer any
call within that group.

19

A hunt group is a list of telephone numbers that are candidates for use in the delivery of an incoming call. When any
of the numbers of the hunt group are called, the
telephone network sequentially searches through the hunt group list
to find an inactive (idle) line. When the system finds an idle line, the line will be alerted (ringing) of the incoming call.

Hunt lines are sometimes called rollover lines.

20

A feature th
at connects a source of music to a telephone line that is on hold.



5

2.12.

Multi
-
language support
21

2.13.

On
-
line help for users either at the phone device itse
lf, or through a PC's brow
s
er.

2.14.

Connection to local PSTN
22


2.15.

PSTN Fallback
23

2.16.

Unlimited VoIP Accounts

2.17.

Least cost routing
24

2.18.

Conference Bridges
25

2.19.

Emergency Calls
26

2.20.

At least 45 concurrent calls with external pa
r
ties

2.21.

Full Number portability
27
; means all ETF phone numbe
rs need to remain the same
as today.

2.22.

Redundancy
28

of moving parts

2.23.

Voice Mail system capable of supporting minimum 150 end users

2.24.

Capability for each staff member to have their own voicemail box and extension


T
he following requirements

(2.25


2.30)

are opti
onal, which
implies

that if there is an extra
cost for these items, this should be priced separately as o
p
tional items.


These optional requirements will not have any effect on the fina
n
cial evaluation.

The ETF reserves the right to buy any of these option
al items

du
r
ing the contract
.


2.25.

Telecommuter
29

2.26.

Fax Support
30

2.27.

Videoconferencing
31

support

2.28.

Web conferencing and collaboration
32

2.29.

Unified Messaging
33

integration with Lotus Notes and Lotus S
a
metime




21

Languages available for words displayed on phones, supported in on
-
line do
c
umentation and in management inte
r-
faces and in voice
-
prompts in auto
-
attendant

22

public switched telephone netwo
rk

23

The ability to use the public switched telephone network as a backup connection in the event that another network
(such as a data network or the Inte
r
net) are not able to provide communication services.


24

LCR

is the process of selecting the path of
outbound communications traffic based on cost.

25

A telecommunications facility or service which permits callers from several d
i
verse locations to be connected toget
h-
er for a conference call.

26

Emergency calls are the initiation of communication sessions to

emergency service centers (public safety access
points) or emergency related destinations (hospitals). Emergency calls may be initiated by dialling emergency nu
m-
bers such as 112.

27

Number portability involves the ability for a telephone number to be trans
ferred between different service providers.
This allows customers to change service providers without having to change telephone numbers.

28

Redundancy is a system design that includes additional equipment for the bac
k
up of
the telephone

systems in the
even
t of an equipment or system fai
l
ure.

29

With an IP phone (or softphone), employees can keep their extension number as they travel outside the office or b
e-
tween offices. No configuration changes r
e
quired.

30

S
upports faxing
:

to
send and
receive faxes, which
can be converted into softcopy without th
e need of physical fax
m
a
chine.

31

Real time communication session between two or more people that i
n
cludes the transfer of video and audio info
r-
mation

32

Collaborative interacting over the Internet. Web conferencing
allows a pr
e
senter to show an audience what is on
his/her computer screen and collaborate in a number of ways.

33

Unified messaging allows you to store, manage, and transfer different forms of messages from a variety of access
d
e
vices. Unified messages incl
ude audio (voice messages), electronic mail (email), data messages (such as fax or
files), and video (video mail). Unified messaging provides you with access to these multiple types of messages using
stan
d
ard telephones, (text to audio), Internet web pages

(playing back voice messages), and other devices such as
fax m
a
chines and mobile telephones.



6

2.30.

Automated Attendant
34



3.

Requirements


Standards and Openness

3.1.

SIP
35

is

the “native” call
-
control protocol; that is, all IP calls set
-
up and features i
n
voked
and delivered via SIP, “out of the box” and without any extra costs

3.2.

Support of third party phones and end points

3.3.

Support of other international or industry sta
n
dards

4.

Req
uirements


Call Accounting

4.1.

Standard
-
based browser access to administrative inte
r
face

4.2.

Support multiple carriers (minimum 5) for Least Cost Rou
t
ing

4.3.

Support all country destinations including discount rates a
p
plied by time of day and the
day of week.

4.4.

Departm
ental and Employee Chargeback

4.5.

Generate reports based on any one of the following items or combination of more than
one of the following items, as a mi
n
imum:

4.5.1.

Extensions, for incoming and outgoing calls

4.5.2.

Date and Time

4.5.3.

Digits Dialled

4.5.4.

Cost

4.5.5.

Call Duration

4.6.

Export

from administrative Interface the Report Data in CSV
36

format


5.

Maintenance and Support


5.1.

Operations support reachable via

phone and email at least between 09.00 and 18:00
Monday to Friday local time Turin I
t
aly

5.2.

Ensure continuity of providing technical suppo
rt, maintenance and repair of IP PBX sy
s-
tem and for telephones in Turin, I
t
aly.

5.3.

Ensure adequate intervention within 4 hours in case of major faults between 9:00 til
18:00 Monday to Friday. A major fault is classified as: 10% or more of the whole ETF tel
e-
p
hones are not functioning.

5.4.

Ensure yearly maintenance includes all c
osts for travel
,

spare
parts
and
labour
.


5.5.

The equipment shall be guaranteed by the supplier against any design, material or
manufacturing defect, for a period of minimum
24
months.

5.6.

Centrali
zed interface for management and maint
e
nance

5.7.

Online upgrades and updates

5.8.

Extensive training material should be included for users, and technicians

5.9.

Hands
-
on transfer of knowledge to ETF System technical personnel to ensure self
-
sufficiency

5.10.

Full remote admi
nistration (using TCP/IP)
37

also via a standard
-
based browser

5.11.

Alerts and Notifications
38

via email and SNMP
39




34

Automated attendant system is a processor control system that performs tel
e
phone console attendant functions such
as answering a call, transferring callers to s
pecific user stations, directing callers to voice mail, or performing other r
e-
la
t
ed call
-
routing functions without the assistance of a live attendant. The caller's activ
a
tion's of these features occurs
through pressing keys that activate DTMF signa
l
ling.


35

Session initiation protocol is a set of text commands and processes that work with applications (application layer) to
setup, manage, and terminate commun
i
cation sessions. SIP is a simplified version of the ITU H.323 packet multimedia
system. SIP is def
ined in RFC 2543.

36

comma
-
separated values

37

Implemented via Telnet, HTTP, HTTPS or SSH.



7

5.12.

Real
-
Time System Resource Graphs
40

5.13.

Historical System Resource Graphs
41

A
CCEPTANCE

OF SUPPLY AND RELATE
D SERVICE
,

WA
R
RANTY

The equipment shall be guara
nteed by the supplier against any design, material or manufactu
r
ing
defect, for a period of min
i
mum
24
months.

A
DDITIONAL INFORMATIO
N





Our intent is to use, where possible the existing Infrastructure and components.





The implementation

will not affect no
r interfere with the functionality of the existing infr
a
stru
c-
ture or live systems during working hours until the new implementation has been tho
r
oughly
tested and documented and is ready to go into produ
c
tion.




The selected tenderer will be responsible for

managing this
co
n
tract
.


H
OW SERVICES WILL BE
CONTRACTED UNDER THE

FRAMEWORK CO
N
TRACT

The ETF can issue order forms for specific services/purchases under the framework contract. An e
x-
ample of the order form used is attached to the Draft Contract. The pro
cedure for co
n
cluding an order
form is as follows:

The ETF will send a signed order form to the contractor based on the contractual prices. The co
n
tra
c-
tor will counter
-
sign, and return the order form (scanned by e
-
mail or by fax) to ETF as acknow
l-
edgement
of receipt and acceptance within 7 calendar days. Upon signature by both pa
r
ties, the a
s-
signment can b
e
gin.

At no stage in the process is the ETF legally bound to issue an o
r
der form.

B
UDGET

The maximum budget availabl
e to issue order forms under the

fram
e
work contract
is

350
.000

The
actual prices

will be
those
quoted by the successful tender in his financial proposal.

The
budget for each assignment will be that agreed between ET
F and the c
ontractor in the signed
order form.

Any other more specific requirements for the u
se of the budget may be mentioned in the specific
terms of reference attached to the o
r
der form.


P
AYMENT PLAN


Please note that the final payment must be triggered by a final deli
v
ery of ordered equipment.






38

Administrative alerts and notifications allow administrators to s
et desired opera
t
ing thresholds
. If the system operates
outside of these thresholds, the admini
s
trat
or is instantly notified.

39

Simple Network Management Protocol (SNMP) is a standard protocol used to communicate management information
between the network management stations (NMS) and the agents (ex. routers, switches, network devices) in the
ne
t
work elements.

40

System resources
, call and network activity


41

System resources
, call and network activity




8


Final

pa
y
ment

YES

100 % of
ordered

equi
p-
ment or
se
r
vices

Triggered by:

ETF approval of
d
eli
v
erable(s)




9

2.

Timetable

The timetable for this tender procedure and signature of the resul
t
ing contract(s) is as follows:


Date

Comments

Tender launch date

10/04/2012

Date publication sent to OJ

Deadline for re
quest of clarific
a
tions

21/05/2012


Site visit or clarification meeting

04/05/2012


At 14.00 local time

(see
below for d
e
tails)

Last date on which clarific
a
tions are issued by ETF

23/05/2012


Deadline for submission of o
f
fers

01/06/2012

See ‘Guidelines

for ETF public
procurement’ for more d
e
tails

Interviews (if any)

---


Opening session

08/06/2012

At 14.30 local time

Evaluation of offers

22/06/2012

Estimated starting date

Notification of award

6

week
s

a
f
ter
evalu
a
tion date

Estimated

Contract signa
ture

October 2012

Estimated

Commencement date of activ
i
ties

December 2012

Estimated



A site visit to the building has been scheduled for 04/05/2012 at 14.00 local time at the ETF Hea
d-
quarters in Turin, Italy. There will be no add
i
tional dates scheduled
.

The purpose of the site visit is to familiarise interested tenderers with the layout, while simultan
e
ously

providing an opportunity to ask que
s
tions.

Tenderers wishing to attend the site visit, should notify the ETF two
working
days in advance by fax
add
ressed to the FINCOP Procurement Team, fax +39 011 630 22 04. A maximum of one repr
e-
sentative per te
n
derer may attend the site visit.

A clarification summarising the points discussed will be published two
working
days following the site
visit on:
http://www.etf.europa.eu/web.nsf/pages/Open_tenders
.




10

3.

Preparing a tender: required doc
u
ments

3.1

Supporting Documentation

T
enderer
s

must
provide

a full set of documents for each of the follo
wing three areas, which the
evaluation committee will assess

before proceeding with evaluation of o
f
fers
.

i) Declaration on Exclusion Criteria

Tenderers are required to provide the completed and signed ‘Dec
laration on exclusion criteria’.

This standard de
claration form is available for downloading at the following address:

http://www.etf.europa.eu/web.nsf/pages/Open_tenders
.

Tenderers will be excluded in case they are in any of the situatio
ns listed in the declaration on
exclusion criteria. The ETF may request further documentary evidence to support this self
-
declaration before contract award.


ii) Selection documentation

T
enderers must
prove

that they have the
technical & professional, and

economic
&

financial
capacities to

effectively

perform

and administer

the contract.

Technical & professional capacity

The tenderer must have the following technical and professional capacity to perform the contract:


1.

A m
inimum
of two ye
ars experience

in t
he area of IP PBX Systems
;

2.

Authorized reseller, vendor

or
manufacturer

of IP PBX Systems.

Evidence of this capacity must be provided by
:

1.

A list of at least three
projects

implemented between 2010 and 201
1

in the area of IP PBX
System
, of which at least one

project implemented in Italy;

2.

A proof of ownership of the re
-
seller's authorisation for the offered product

from manufacturer

or manufacturer’s declaration
.

Economic & financial capacity

The tenderer must be able to prove that he is in a stable financial
position.

Evidence of this capacity must be provided by
:


1.

The presentation of
duly certified
balance sheets and profit and loss accounts for the past
three financial years for which a
c
counts have been closed.

2.

The following table on the tenderer’s financial

stability duly filled in:



11


Parameter

Formula

Value

(to be filled in by te
n
derer)



N
-
3

N
-
2

N
-
1

Working Capital


Current Assets


---------------------------

=


Current Liabilities





Financial Indepen
d
ence


Own Funds

---------------------------
---

=


Total Liabilities (Equ
i
ty & Third
Party Debts)





Net Result

----




Turnover in respect of the
services to which the
contract relates to in E
u-
ros

----





Where N is the current year for which accounts have not been closed.


In the case of a c
onsortium submitting an offer, each member of the consortium must provide
the required evidence. For ‘technical and professional capacity’ the evidence provided by each
member of the consortium will be checked at consortium level to ensure that the consort
ium fu
l-
fils the criteria.

iii)
Standard f
orms

Tenderers must provide the following forms duly completed and signed:

Legal Entity Form and related supporting document(s):
http://ec.europa.eu/budget/contracts_grants/info_contracts/legal_entities/legal_entities_en.cfm

Financial Identification Form :

http://ec.europa.eu/budget/contracts_grants/info_contracts/financial_id/financial_id_en.cfm

iv) Joint offers and subcontracting


A. JOINT OFFERS


1.
Definition

A joint offer is a situation where an offer is submitted by a
group of tenderers
.

Tenders c
an be submitted by groupings of service provi
d
ers/suppliers who will not be required to
adopt a particular legal form prior to the contract being awarded.

However,

the
selected
group
m
ight

be required to adopt a given legal form after it has been awarded t
he contract

if this is
necessary for proper perfo
r
mance of the contract
.


2.
Tendering documents

The offer has to be signed by
the
lead partner

of the group which has been duly authorised by
the other members of the grouping when the tenders have not yet
formed a legal entity.



12


Partners in a joint offer assume
joint and several liability

towards ETF for the performance of
the contract as a whole.


The
group

must clearly indicate which service provider will be carr
y
ing out which tasks as well
as who has bee
n appointed by the others as the lead partner. The lead partner shall be the co
n-
tracting pa
r
ty with ETF and shall be responsible for the overall performance of the contract and
management of the other members of the conso
r
tium.


All the information on excl
usion and selection criteria of each member of the
group
must be i
n-
cluded in the offer.


3.
Evaluation of exclusion and selection criteria

The
exclusion criteria

will be assessed in relation to each company individually.
Each me
m
ber
of the
group

must be e
ligible in accordance with
section
3
.1

below and provide the r
e
quired ev
i-
dence
.

The exclusion of a member of the group leads to the exclusion of the group.


The
selection criteria

will be assessed in relation to the combined capacities of all members of
t
he
group

as a whole
.
Therefore, as evidence of the financial capacity of the group, co
m
bined e
v-
idence

must

be submitted (e.g. a statement indicating the combined turn
o
ver of all the members
of the group).


4.
Evaluation of award criteria

The
award criteria

will be assessed in relation to the tender,
irrespective of whether it has been
submitted by a single legal/natural person or by a tendering group
.



B.
SUB
-
CONTRACTING


1.
Definition

Sub
-
contracting
is a situation where a contract has been or is to be es
tablished between ETF
and a contractor and where the contractor, in order to carry out the contract, enters into legal
commitments with other legal entities for performing part of the work, service or su
p
ply.


An economic operator may, where appropriate an
d for a particular

contract, rely on the capac
i-
ties of other entities, regardless of the legal nature of the links which it has

with them

in order to
contri
b
ute directly to the performance of the activities mentioned in the tender specifications
.


The tend
erer may include in its request to participate/offer any level of subcontracting in order to
demonstrate that it fulfils the

selection criteria.


2.
Tendering documents

The tenderer must provide in his offer:

(1) A document

-

clearly stating the identity, ro
les, activities and responsibil
i
ties of subcontractor(s) and;

-

specifying the volume/proportion for each subcontractor

(2) A letter of intent by each subcontractor stating its unambig
u
ous undertaking to collaborate
with the tenderer if he wins the contract
and the extent of the resources that it will put at the
tenderer’s di
s
posal for the performance of the contract.


If the above
-
mentioned documents are not provided, the contracting authority shall assume that
the tenderer does not intend subco
n
tracting.


3
.
Evaluation of exclusion and selection criteria

The tenderer has to furnish the documents regarding the
excl
u
sion and selection criteria
on
his behalf and the subcontractor has to countersign them.

In this case, if

the subcontractor is
subject to exclusio
n, the tenderer will be excluded.
The
selection criteria

will be assessed in


13

relation to the combined capacities of the tenderer and the subcontractor.
Therefore, as ev
i
dence

of the financial capacity, combined evidence must be submitted (e.g. a statement
ind
i
cating the
combined turnover of the tenderer and the subcontractor).

4.
Evaluation of award criteria

The
award criteria

will be assessed in relation to the tender
.



14

3.2

Offer: Technical Proposal & Financial Proposal

The
tenderer’s
offer must demonstrat
e an understanding of the ETF terms of reference and be
presented in clear concise language.

i) Technical proposal

For the technical proposal please compile the modules in
A
NNEX
I



M
ODULES TECHNICAL PR
O-
POSAL

as ac
curate
ly

as possible.

Please note that anything exceeding the number of items or the word count specified will not be
considered.

The technical proposal must include the following
eight sections, which form part of the mo
d
ules
to be compiled at
A
NNEX
I



M
ODULES TECHNICAL PRO
POSAL
.


1.

Proposed Solution

1.1.

In
10
00 words or less,

design a solution of industry stan
d
ard devices needed, utilizing
ETF’s existing infrastructure as much as possible in the proposed s
o
lution.

1.2.

Deta
il every requirement (
referring to the above

deliverables

p
g.
2

till p
g.
7

) and ident
i
fy
whether you comply or don’t comply and i
dentify any and all e
x
ceptions.

2.

Infrastructure

2.1.

In
4
00 words or les
s,

describe the underlying operating system of your product and the
measures that you will take to keep it secure. Please describe and include nece
s
sary
security infrastructure including firewalls, etc. Please describe any necessary a
s-
sessment of the secur
ity of the VOIP infrastructure to provide identification and r
e
m
e-
diation of security flaws to avoid attacks and prevent outages. Please include e
s
t
i-
mates of the frequency and mechanism of appl
y
ing patches, etc.

2.2.

In
2
00 words or less,

describe your solution
to monitor the newly installed system.

3.

Project

3.1.

In
10
00 words or less,

describe the project schedule timelines from the first stage of
Surveys to the Closeout phase for this project. Charts (max. 1 page) can be additio
n
a
l-
ly included.

3.2.

In
4
00 words or less,

describe what documentation will be provided about the entire sy
s-
tem for maintenance, troubleshooting, changing configurations and other nece
s
sary
functions.

3.3.

In
4
00 words or less,

describe the training material that will be included for users, and
technici
ans, including the hands
-
on transfer of knowledge to ETF System technical
personnel to ensure self
-
sufficiency. Provide recommendations to the ETF on r
e-
sources needed to support the technology infrastructure and systems proposed i
n
clu
d-
ing: skills, roles, r
esponsibilities organizational structure, r
e
quired certifications or skill
set.

4.

Case Studies

4.1.

In
4
00 words or less,

provide at least three similar implementations,
of which at least
one in Italy
. Indicate implementation details, country, type of business a
nd business
size.



15

4.2.

In
4
00 words or less,

describe your organization’s IP Telephony and VOIP expertise,
and the resources that will be used on this project.

5.

Service and Support

5.1.


In
4
00 words or less,

include a description for the warra
n
ties and the proposed

service
contract to support and maintain the proposed new system.

5.2.


Supply detailed service level agreements for the pr
o
posed solution.

6.

Ease of Use

6.1.

In three pages or less, d
escribe your system’s management capabilities, with regards
to entering/reconciling

user moves, adds and changes
:

6.1.1.

The number of steps

screens, clicks, data entry elements

required to add a
new user to the sy
s
tem.

6.1.2.

Whether set
-
up of a user’s phone is on the same screen, or within the same a
p-
plication, as set
-
up of that user’s voicemail.

6.1.3.

Ho
w administration of soft phones is different from IP hard phones.

6.1.3.

What administration is needed, if any, when a user moves to a different office,
and gets a different IP Hard phone set model.

7.

Enhancements

7.1.

Please describe additional Features such as “unifie
d messaging” (see pg.
5
),

i
n
2
00
words or less

per additional feature
,

if available, detailing any additional software and/or
hardware requirements necessary to impl
e
ment

these
.

8.

Trade in

-

OPTIONAL

8.1.

In case you can offer a

trade
-
in option, please describe in de
tail your conditions
and
timeline
.




16

ii) Financial proposal

Tenderers must use the following format to present their financial proposal.



All prices must be
quoted

in
Euro.

If necessary, please use the conversion rate
s published
in the Official Journal of the European Communities on the day when the invitation to this
tender was issued. This information is available on the following website of the European
Central Bank:
h
ttp://www.ecb.int/stats/eurofxref
.



The total price cannot exceed the maximum budget available for the
project
.



The assumptions stated below the table must be included on the te
nderer’s Financial Pr
o-
posal which must be
undersigned for acceptance.



Prices mu
st be quoted free of all duties, taxes and other charges (including VAT) as the
ETF is exempt from such charges under Articles 3 and 4 of the Protocol on the priv
i
leges
and immunities of the European Communities for services rendered by tenderers having
th
eir place of business within the European Union.



The tenderer to whom the contract will be awarded will have the sole responsibility for co
m-
plying with taw laws which a
p
ply to him in line with Article II.11 to the draft contract.


Cost Model

You are reque
sted to i
dentify

the Total Cost of Ownership
42

for a four
-
year period.

Total price should include
:



Direct equipment costs including all hardware, software, material cost for this item



Y
early maintenance

and support
cost for the four
-
year p
e
riod



Labour, tra
nsport, Installation, or Professional Services Cost



Other costs

A
ll deliverables
should be
covered, including but not limited to Project Management Se
r
vices,

Provision of Trai
n
ing.


T
OTAL

C
OST OF
O
WNERSHIP



Price Breakdown

You are also requested to provi
de the following price breakdown

for
all
item
s

listed below.
describe
For
each item

you should also provide a short description

including exact manufacturer product
codes

(if exis
t
ing
)
.

The prices quoted within this table will form the basis of the Orders

that will be issued under the
framework contract

or
be used

for internal administration pu
r
poses.




Price
Breakdown

Price per

u
nit

Price

per total
quantity

Basic IP Hard Phones (quant
i
ty: 95)
:




Advanced IP Hard Phones (quantity: 39)
:




IP Hard P
hone receptionist (quantity: 1)
:







42

TCO is the direct costs of hardware and software along with the costs for oper
a
tion and maintenance.



17

Wireless Phones (quantity: 15)
:




IP Soft Phones
43

(
quantity 150)
:




Direct equipment costs IP PBX System
(exclu
d-
ing above listed telephones)
:




Labour, Transport, Installation:




Project Management Services:




Provision of Training:




Maintenance and Support cost for first year:




Maintenance and Support cost for second year:




Maintenance and Support cost for third year:




Maintenance and Support cost for fourth year:




Other cost
(please detail)
:





Optional items from pg.
5

These optional r
e
quirements will not
have any effect on the financial evalu
a
tion.


Telecommuter (optional)
:




Telecommuter (yearly maintenance fee) (o
p
tional)
:



Unified Messaging integration wi
th Lotus Notes and Lotus S
a-
metime (o
p
tional)
:



Unified Messaging integration with Lotus Notes and Lotus S
a-
metime (yearly maint
e
nance fee) (optional)
:



Fax Support (optional)
:



Fax Support (yearly maintenance fee) (o
p
tional)
:



Videoconferencing Sup
port (optional)
:






43

A soft phone is a software program that op
erates on a multimedia compu
t
ing devi
ce (such as a personal computer
) to
operate as an Internet tel
e
phone.



18

Videoconferencing Support (yearly maint
e
nance fee) (optional)
:



Web conferencing and collaboration (optio
n
al)
:



Web conferencing and collaboration (yearly maintenance fee) (o
p-
tional)
:



Automated Attendant (optional)
:



Automated
Attendant (yearly maint
e
nance fee) (optional)
:




Optional
Trade
-
In Price

(
Including shipping costs if any
)



Assumptions:




The
price
s

quoted above for the
Cost Model

corresponds to the pro
d
uct referred to in the

Annex I


Modules Technical Pr
o
posal




T
he above quotations, in particular regarding the
Optional item

and
Optional Trade
-
In
,

impose

no
obligation on the ETF to purchase

those products and services.

I hereby acknowledge and accept the assumptions to the financial proposal presented
above:


Name

(legal represent
a
tive)


Signature


Date



:

19

4. Evaluating the offers: award criteria


ETF will use the following award criteria to evaluate the offers received:


Weighting
(out of 100)

Technical award criteria

As per the layout of the technical proposal

at section 3.2 (i), pages 13 & 14


Proposed solution

20

Infrastructure

7

Proje
ct

11

Case studies

4

Service and Support

10

Ease of use

5

Enhancements

3

Financial award criteria


Total cost of ownership

40


Evaluation on the basis of best value

for money
:

The formula used by the ETF to calculate which offer represents the best value for money incorp
o-
rates the score for the technical quality and price as described at paragraph 6.3 to the
Guidelines
for ETF public procurement

(
http://www.etf.europa.eu/web.nsf/pages/Open_tenders
)
.



20

5. Checklist for submission of tender




When submitting a tender you must acknowledge that you have read and understood the
Guidelines
for ETF public pro
curement

(
http://www.etf.europa.eu/web.nsf/pages/Open_tenders
.
and ensure
that you have compiled your tender in accordance with the below checklist, to be attached to your
technical proposal
.

Please Tick


the boxes below



I have read and understood the
Guidelines for ETF public pr
o
curement



I have read and
I accept
the
terms and conditions of the
draft co
n
tract



I have submitted

my
tender

within the stipulated deadline



I have

su
bmitted
my tender in three separate inner

envelope
s (A, B and C) within an outer e
n
v
e-
lope or parcel



I clearly stated the following information on the outer env
e
lope or parcel:



The reference number of the Call for Tender (CFT/
12
/ETF/
0012
).



The title of the tender



The name of the tenderer



The indication “Offer


Not to be opened by the internal mail service”



The ETF address for submission of offers



A clear postmark showing the date



I have sealed the outer envelope or parcel with adhesive tape and signed across th
e seal



I have drafted m
y
tender
in one of the official languages of the E
u
ropean Union



Both the technical and financial proposals are signed by
the tende
r
er’s legal representative

I confirm that
Envelope

A
contains

one signed original of the fo
l
lowing
supporting documentation
:



The required Declaration on
Exclusion Criteria



The require
d evidence of the Selection Documentation



The
duly
completed
and
signed Legal Entity Form and required su
p
porting document(s)



The
duly
completed
and
signed
Financia
l Identification Form

I confirm that
Envelope
B

contains
:



One signed original and
3

copies of the
technical pr
o
posal



The present

checklist duly signed and dated

I confirm that
Envelope

C
contains
:



One signed original
of

the
financial proposal

present
ed in the r
e
quested format

Name

(legal represent
a
tive)


Signature


Date




21

PART B:


DRAFT CONTRACT


This draft contract, together with the ETF terms of reference and the successful tenderer’s offer
-

technical and financial proposals


will form the le
gal agreement between the two parties for i
m
pl
e-
mentation of the service and all required administrative and financial cond
i
tions.




22

A
NNEX
I



M
ODULES TECHNICAL PRO
POSAL


Please note that anything exceeding the number of items or the word count specified
wi
ll not be considered.

1.

Proposed Solution

1.1.

In 1000 words or less, design a solution of industry stand
ard devices needed, utilis
ing
ETF’s existing infrastructure as much as possible in the proposed solution
.





23

1.2.

Detail every requirement (referring to the above

deliverables pg.
2

till pg.
7
) and ident
i
fy
whether you comply or don’t comply and identify any and all exce
p
tions
.

Minimum requirements Basic IP Hard Phones

Requirement


Comments

Hands Free
Answer / Speaker




Hold Button




Transfer Button




Caller ID




Volume Control Phone
-

micr
o
phone, speaker and
ringer vo
l
ume




Message Waiting Indicator




Headset Jack Standard 3.5mm




Speed Dial




Busy Lamp Field




Two lines





tegrated Power over Ethernet support




SIP Support




Minimum Two
-
line LCD di
s
play




Minimum four flexible progra
m
mable keys






Minimum requirements Advanced IP Hard Phones

Requirement


Comments

All features for Basic IP Hard Phone (see above)




HD Voice




Four lines




Backlit graphical LCD di
s
play




Minimum eight flexible progra
m
mable keys




Ability to monitor different exte
n
sions






Minimum requirements specific IP Hard Phones rece
p
tionist

Requirement


Comments

All features for

Advanced IP Hard Phone (see
above)




Six lines




Minimum sixteen flexible pr
o
grammable keys







24


Minimum requirements
Wireless

Phones

Requirement


Comments

Onsite robust mobile communic
a
tion




Maximum
weight

including

batte
r
ies 130g




Mini
mum Capacity up to 12 hours speech




Minimum Capacity up to 120 hours

standby





Minimum requirements IP Soft Phones

Requirement


Comments

Compatible with MS Windows XP and MS Wi
n-
dows 7




Functioning as a published Citrix XenApp 6

(or
higher)

a
p
p
lication




Full compatibility with Citrix Xendesktop 5 (or hig
h-
er).




Support capabilities that also supports video
(H.323 compl
i
ant)






Functional Requirements
-

System

Requirement


Comments

Blind Transfer to Station




Call Waiting




Authoriz
ation Code




Last Number Redial




Call Forwarding


fnte
r
nal/bxternal




Class of Service




Call Park Feature




Call Pick
-
up Groups




Hunt groups




Music on Hold upload your own




Automated r
eply messaging du
r
ing specific days
or closing ti
mes (holidays, weekends, lunch
breaks, and so on). The service may be pr

grammed for any needs including local holidays,
and unplanned holidays. The se
r
vice allows the
playing of audio files and can perform specific o

erations (for example: aut
o
mated trans
fer of calls
to another site, and so on).





Multi
-
language support





-
line help for users either at the phone device
i
t
self, or through a PC's browser.





Connection to local PSTN




PSTN Fallback






25

Unlimited VoIP Accounts




Least cost routin
g




Conference Bridges




Emergency Calls




At least 45 concurrent calls with external parties




Full Number portability means all ETF phone
numbers need to r
e
main the same as today.





Redundancy of moving parts




Voice Mail system capable of
supporting min
i
mum
150 end u
s
ers





Capability for each staff member to have their own
voicemail box and extension






Requirements Standards and Openness

Requirement


Comments

SIP is the “native” call
-
control pr
o
tocol; that isI all
fm calls set
-
異u
and features invoked and deli
v
ered
via SIP, “out of the box” and without any extra
costs




Support of third party phones and end points




Specify most important

Support of other international or industry stan
d
ards




Specify most important



Requireme
nts Call Accounting

Requirement


Comments

Standard
-
based browser a
c
cess to administrative
inte
r
face





Support multiple carriers (min
i
mum 5) for Least
Cost Routing





Support all country destin
a
tions including discount
rates applied by time of day an
d the day of week.





Departmental and Employee Chargeback




Generate reports based on any one of the follo
w
ing
items or combin
a
tion of more than one of the fo

lowing items, as a min
i
mum:



Extensions, for incoming and outgoing calls



Date and Time



Digits

Dialled



Cost



Call Duration







26

Export from administrative Inte
r
face the Report D
a-
ta in CSV
44

format







Maintenance and Support

Requirement


Comments

Operations support reachable via phone and email
at least b
e
tween 09.00 and 18:00 Monday to Fr
i-
day l
o
cal time Turin Italy





Ensure continuity of providing technical support,
maintenance and repair of IP PBX system and for
tel
e
phones in Turin, Italy.





Ensure adequate intervention wit
h
in 4 hours in
case of major faults between :00 til 18:00 Mo
n
摡d

to Fr
i
day. A major fault is classified as: 10% or
more of the whole ETF telephones are not functio

ing.





Ensure yearly maintenance i
n
cludes all c
osts for
travel
,

spare
parts
慮搠
labour
.





The equipment shall be guaranteed by the suppl
i
er
against an
y design, material or manufactu
r
ing d
e-
fect, for a period of min
i
mum
24

months.





Centralized interface for management and maint

nance





Online upgrades and u
p
dates




Extensive training material should be included for
users, and techn
i
cians





Ha
nds
-
on transfer of know
l
edge to ETF System
technical perso
n
nel to ensure self
-
sufficiency





Full remote administration (using TCP/IP) also via
a standard
-
based browser




Alerts and Notifications via email and SNMP




Real
-
Time System Resource Graphs




Historical System Resource Graphs





††††††††††††††††††††
††††

44

comma
-
separated values




27


2.

Infrastructure

2.1.

In 400 words or less, describe the underlying operating system of your product and
the measures that you will take to keep it secure. Please describe and include ne
c-
essary security infrastructure
including firewalls, etc. Please describe any necessary
assessment of the security of the VOIP infrastructure to provide identification and r
e-
mediation of security flaws to avoid attacks and prevent outages
.
Please include e
s-
timates of the frequency and me
chanism of applying patches, etc
.




28

2.2.

In 200 words or less, describe your solution to monitor the newly installed system
.





29

3.

Project

3.1.

In 1000 words or less, describe the project schedule ti
melines from the first stage of
Surveys to the Closeout phase for thi
s project. Charts (max. 1 page) can be additio
n
a
l-
ly included
.






30

3.2.

In 400 words or less, describe what documentation will be provided about the entire sy
s-
tem for maintenance, troubleshooting, changing configurations and other nece
s
sary
functions
.





31

3.3.

In 400
words or less, describe the training material that will be included for users, and
technicians, including the hands
-
on transfer of knowledge to ETF System technical
personnel to ensure self
-
sufficiency. Provide recommendations to the ETF on r
e-
sources neede
d to support the technology infrastructure and systems proposed i
n
clu
d-
ing: skills, roles, responsibilities organizational structure, r
e
quired certifications or skill
set
.




32

4.

Case Studies

4.1.

In 400 words or less, provide at least three similar implementatio
ns,
of which
at least
one

in Italy. Indicate implementation details, country, type of business and business
size
.





33

4.2.

In 400 words or less, describe your organization’s IP Telephony and VOIP, and the r
e-
sources that will be used on this project
.





34

5.

Service
and Support

5.1.

In 400 words or less, include a description for the warranties and the proposed se
r
vice
contract to support and maintain the proposed new system
.



35

5.2.

Supply detailed service level agreements for the pr
o
posed solution
.




36

6.

Ease of Use

6.1.

In three p
ages or less, describe your system’s management capabilities, with regards
to entering/reconciling user moves, adds and changes
:

6.1.1.

The number of steps

screens, clicks, data entry elements

required to add a
new user to the sy
s
tem
.


6.1.2.

Whether set
-
up of a user’s
phone is on the same screen, or within the same a
p-
plication, as set
-
up of that user’s voicemail
.


6.1.3.

How administration of soft phones is different from IP hard phones
.


6.1.4.

What administration is needed, if any, when a user moves to a different office,
and gets
a different IP Hard phone set model
.



37


7.

Enhancements

7.1.

Please describe additional Features in 200 words or less per additional feature, if avail
a-
ble, detailing any additional software and/or hardware requirements necessary to i
m-
plement these
.




Telecommuter




U
nified Messaging integration with Lotus Notes and Lotus S
a
metime




Fax Support




Videoconferencing support




Web conferencing and collaboration




Automated Attendant




38


8.

Trade in
-

OPTIONAL

8.1.

In case you can offer a trade
-
in option, please describe in detai
l your conditions and
timeline in 200 words or less.





39

A
PPENDIX
A:


G
LOSSARY

Term

Definition

A
LERTS AND
N
OTIFIC
A-
TIONS

Administrative alerts and notific
a
tions allow administrators to set desired
operating thresholds. If the system operates outside of t
hese thresholds,
the administrator is i
n
stantly notified.

A
UTHORIZATION
C
ODE

Ability to require an access code to use phone

A
UTOMATED
A
T
TENDANT

A processor control system that performs telephone console atte
n
dant fun
c-
tions such as answering a call, trans
ferring callers to specific user st
a
tions,
directing callers to voice mail, or performing other r
e
lated call
-
routing fun
c-
tions without the assistance of a live attendant. The caller's activ
a
tion's of
th
e
se features occurs through pressing keys that activat
e DTMF signalling.

B
LIND
T
RANSFER TO
S
TATION

Transfer call without waiting for called party to pick
-
up

B
USY
L
AMP
F
IELD

BLF is a light on a phone which tells you whether another extension co
n-
nected to the same PBX is busy or not. This has to be configure
d manua
l
ly
possibly from the phone user. When configured, the phone su
b
scribes to a
resource list available on an IP PBX to be notified with such info
r
mation
about other extensions.

C
ALL
P
ARK

A call hold feature that allows a telephone station to initiat
e other calls or
services while a call is parked.

C
ALL
P
ICK
-
U
P
G
ROUPS

A telephone call processing feature that enables a station (telephone e
x
te
n-
sion) to a
n
swer any call within that group.

C
ALL
W
AITING

Ability to receive 2nd call on single line phone

C
A
LLER
ID

Caller identification is a telephone service that provides a receiving tel
e-
phone device with the phone number of the originating cal
l
er, which can be
displayed to the dest
i
nation person prior to receiving the call.

C
LASS OF
S
ERVICE

Individual Adm
inistrative restrictions on ind
i
vidual telephone

C
ONFERENCE
B
RIDGE

A telecommunications facility or service which permits callers from several
diverse locations to be co
n
nected together for a conference call.

CSV

File format. Comma
-
Separated Va
l
ues

E
MER
GENCY
C
ALLS

Initiation of communication sessions to emergency service centers (public
safety access points) or emergency related destinations (hospitals). Eme
r-
gency calls may be initiated by dialling emergency numbers such as 112.

F
AX
S
UPPORT

Supports re
ceiving faxes, which can be co
n
verted into softcopy without the
need of physical fax machine.

H.323

H.323 is an umbrella recommendation from the International Telecomm
u
n
i-
cations Union (ITU) that sets standards for multimedia communications over
Local Area

Networks (LANs) that may not provide a guaranteed Qua
l
ity of
Service (QoS). H.323 specifies techniques for compressing and transmitting
real
-
time voice, video, and data between a pair of videoco
n
ferencing wor
k-
stations. It also describes
signalling

protoco
ls for ma
n
aging audio and video
streams, as well as procedures for breaking data into packets and synchr
o-
nizing transmissions across communications cha
n
nels.

H
ANDS FREE ANSWER
/

SPEAKER

An audio interface to a communication device that permits the user to

li
s
ten
and talk without holding the handset to their ear.

HD

V
OICE

Short for high
-
definition voice, and also called wideband voice, in Internet
telephony, it refers to the use of wideband tec
h
nology to provide a deeper
clarity and better audio experience

in VoIP communic
a
tions.

H
OLD

A feature that allows a user to te
m
porarily hold and incoming call, typically
to use other features such as transfer or to originate a 3rd party call. Du
r
ing
the call hold period, the caller may hear silence or music dependi
ng on the
network or telephone fe
a
ture.

H
OSTED
IP

PBX

Hosted
IP

PBX runs on equipment belon
g
ing to and located in the data ce
n-
ter of a service provider. Calls travel to
customer’s

office via its broa
d
band
Internet connection.

T
he only thing delivered to t
he customer pre
m
ise is the
phones.



40

H
UNT
G
ROUP

A list of telephone numbers that are cand
i
dates for use in the delivery of an
incoming call. When any of the numbers of the hunt group are called, the
telephone network s
e
quentially searches through the hunt g
roup list to find
an inactive (idle) line. When the system finds an idle line, the line will be
alerted (ringing) of the incoming call. Hunt lines are som
e
times called roll
o-
ver lines.

L
EAST
C
OST
R
OUTING


LCR is the process of selecting the path of outboun
d communications tra
f-
fic based on cost.

M
ESSAGE
W
AITING
I
ND
I-
CATOR


A feature that informs a user that they have messages waiting in email, or
voice mail. Optionally it may indicate how many mail me
s
sages are waiting
without the user ha
v
ing to call their
voice mailbox. MWI may use unique
tone (rapidly changing dial time) or an indic
a
tion on the telephone device
(such as a light) as an indication of message waiting. MWI should not i
m-
pact a subscriber's ability to originate calls or to receive calls.

M
ULTI
-
LANGUAGE
S
U
P-
PORT

Languages available for words di
s
played on phones, supported in on
-
line
documentation and in management interfaces and in voice
-
prompts in a
u
to
-
attendant

M
USIC ON
H
OLD

A feature that connects a source of music to a telephone line that is

on
hold.

P
OWER OVER
E
THE
R
NET

PoE is an industry specification that su
p
plies 48V to devices connected to
an Ethernet data line. The 802.11af specific
a
tion defines that the 48V can
be supplied on either of the u
n
used lines in the Ethernet cable (only 4 of
the
8 lines are typically used) or it can be supplied directly on the data lines.

P
REMISE BASED IP
PBX

With a premise based
IP PBX
,
the customer

either install
s

the IP PBX
them
sel
ves
, or have a dealer
Install it.

The equipment sits in
cu
s
tomer
’s
data cent
erI connects to
customer’s

iAkI and distributes calls to fm phones

also connected to the iAk.
qhe customer

own
s

the equipment and sof

wareI and administer
s

and maintain
s

it. Calls can come to the fm mBu from
a communication se
r
vice provider over traditiona
l mpqk Emublic pwitched
qelephone ke
t
work) lines or over your company’s broadband Internet co

nectionI or both.

mpqk

F
ALLBACK

The ability to use the public switched telephone network as a backup co
n-
nection in the event that another network (such as a data

network or the
Internet) are not able to pr
o
vide communication services.

R
EDUNDANCY

A system design that includes additional equipment for the backup of the
telephone systems in the event of an equipment or sy
s
tem failure.

SIP

Session Initiation Protoc
ol is a set of text commands and processes that
work with applications (application layer) to setup, ma
n
age, and terminate
communication sessions. SIP is a simplified version of the ITU H.323 pac
k-
et multimedia system. SIP is d
e
fined in RFC 2543.

S
OFT
P
HON
E


A software program that operates on a multimedia computing device (such
as a personal computer) to operate as an Internet tel
e
phone.

S
PEED
D
IAL


A process that initiates the dialling of tel
e
phone numbers through the use
of a limited number of digits or

through special keys (e.g. speed dial bu
t-
tons)

T
ELECOMMUTER

With an IP phone (or soft phone), emplo
y
ees can keep their extension
number as they travel outside the office or between offices. No configur
a
tion
changes required.

T
OTAL COST OF OW
N
E
R-
SHIP

TCO

is the direct costs of hardware and sof
t
ware along with the costs for
operation and maintenance.

T
RANSFER

A call connection routing feature that transfers a call from one tel
e
phone or
extension to another.

U
NIFIED
M
ESSAGING

Unified messaging allows you

to store, manage, and transfer different forms
of messages from a variety of access devi
c
es. Unified messages include
audio (voice messages), electronic mail (email), data messages (such as
fax or files), and video (video mail). Un
i
fied messaging provides

you with a
c-
cess to these multiple types of messages using standard tel
e
phones, (text


41

to audio), Internet web pages (playing back voice messa
g
es), and other d
e-
vices such as fax machines and mobile tel
e
phones.

UPS

Uninterruptible Power Supply, a battery ba
ckup system designed to pr
o
vide
continuous power in the event of a commercial power failure or flu
c
tuation. A
UPS system is particularly important for network servers, brid
g
es, and
gateways.

V
IDEOCONFERENCING

Real time communication session between two or

more people that i
n-
cludes the tran
s
fer of video and audio information

V
LAN

A virtual local Area Network is a data communication network that inte
r
co
n-
nects computers and related equipment in a limited ge
o
graphic area where
multiple logically setup network
s (virtual networks) can be setup and ma
n-
aged through the underlying communication network. VLAN co
n
nections are

setup to allow data to safely and pr
i
vately pass over other types of data
ne
t
works (such as the Internet).

V
OLUME

The loudness (intensity) of
a sound.

W
EB
C
ONFERENCING

Collaborative interacting over the Internet. Web conferencing allows a pr
e-
senter to show an audience what is on his/her computer screen and co
l
la
b-
orate in a number of ways.