RFP 2021 - 0113 - 376 - Telephony Services and Omni-Channel Contact Centre

An important outcome of the proposed solution must be to satisfy the cost savings objective and leverage TVO’s current network technology.  As such, network costs will be considered to determine the vendor of choice, the vendor will provide a fully managed, hosted PBX and Contact Centre solution as well as supply, manage, and replace and\all phone sets.
As part of the ORION* network, it is required that the solution connects** with ORION which will be the termination point for connectivity to support the hosted solution.

It’s also a requirement that Items such as IP Devices, Analogue Devices and Third-party SIP endpoint registration are supported by the proposed solution.
Regarding Data centre Requirements, the vendor data must have N+1 or better cooling, power, and connectivity, a description describing if the facilities are carrier neutral with multiple entry points and carriers is required, as well as diagrams and description of designs such as Data Centre connectivity and security and Bandwidth Requirement for TVO solution.
As per System Administration, TVO requires online, self-administration tools such as user management, directory editing, password resets, etc.

• Call Plan:  TVO requires the same Call Plan, approximately 185 DID and 500 extensions
• The Call Plan will integrate with Microsoft Phone System Direct Routing
• Toll Free:  TVO has approximately 35 toll-free numbers that must be migrated
• Remote Monitoring:  The system must be monitored remotely by the vendor
• Long Distance Tracing and Reporting: The system must track individual long distance and provide reporting