Request for Proposal - Proposal for City-Wide IP Phone System

CITY OF MUSKOGEE NOTICE TO BIDDERS TO BE PUBLISHED IN THE MUSKOGEE DAILY PHOENIX MARCH 3, 2026 PROPOSALS WILL BE ACCEPTED IN THE OFFICE OF THE INFORMATION TECHNOLOGY DEPARTMENT, MUNICIPAL BUILDING, 229 W. OKMULGEE AVE 74401 or P.O. BOX 1927, MUSKOGEE, OKLAHOMA 74402, UNTIL 3:00 P.M. ON March 27, 2026, FOR THE FOLLOWING ITEM(S): PROPOSAL FOR CITY-WIDE IP PHONE SYSTEM PROPOSALS MUST BE RECEIVED NO LATER THAN 3:00 P.M. CDT ON MARCH 27, 2026. Respondents are to submit one (1) original and five (5) copies of the Proposal. No facsimile or emailed copies will be accepted. Late Proposals will not be considered. Proposals MUST be submitted labeled “VOIP TELEPHONE SYSTEM PROPOSAL”. Original will be clearly marked and the package will be sealed. If any Respondent has questions concerning the proposed project, finds discrepancies or omissions in the solicitation document or otherwise requires clarification, such matters should be submitted in writing via email no later than 5:00 p.m. local time on Friday, March 20, 2026 with subject line “RFP IT26-01” to: Chris Cummings Information Technology Director City of Muskogee ccummings@muskogeeok.gov To download copy of this Request for Proposal, visit the City website, www.muskogeeok.gov , click on Departments, click on Purchasing then select RFP,RFQ, Bids. All addendums will post on the same website and location. The City of Muskogee reserves the right to accept or reject any and/or part of all Proposals, and to waive irregularities at its discretion. All received proposals will be evaluated using criteria set forth in the solicitation, or if none stated, the criteria established by the City’s purchasing policy. By submitting its Proposal, the Proposer confirms that the Proposer has read and understood the City’s purchasing policy available on the City’s website at www.muskogeeok.gov . _______________________________________ BENITA HOTEMA PURCHASING MANAGER REQUEST FOR PROPOSAL FOR City-Wide IP Phone System RFP# IT26-01 C i t y o f M u s k o g e e R F P # I T 2 6 - 0 1 P a g e | 1 General Information A. Description of Project The City of Muskogee invites vendors to submit proposals to provide a City-Wide VOIP Phone System to replace the current Shoretel/Mitel system. B. Background The City of Muskogee last updated their phone system in 2013 to a Shoretel VOIP phone system. Several years ago, Mitel purchased Shoretel and has stopped upgrading the Shoretel on premise systems to keep up with technology. We are looking at replacing our current system with a more up-to-date and scalable system. Currently we are using two (2) PRI circuits for our outbound and inbound calls. We would be looking at changing these to SIP trunks with this system. We are looking for vendors who can provide an on premise VOIP system to replace what we currently have while adding features. On premise systems with cloud components may be acceptable. Complete cloud solutions without on premise switching and management may be disqualified. II. General Requirements A. Vendor General Requirements 1) Vendor must be able to work with our service provider to ensure smooth changeover and act as a liaison between us and the service provider to ensure our needs are adequately communicated to the service provider. 2) Vendor must be able work and coordinate with our team on implementation, programming and support before, during and after implementation B. System General Requirements 1) We currently use Cisco 2960 and Aruba switches in our network running on layer-2. This system must be able to work with these switches to provide prioritized voice traffic across our network. 2) System must be able to integrate with analog devices such as fax machine, alarms, elevator phones, etc. 3) System must be able to integrate with gate controllers/communication, external horns, etc. 4) System must be able to interface with either PRI or SIP trunk circuits provided by the service provider. 5) System must be able to integrate with Active Directory for user information. 6) System must be able to send CESID (Caller’s Emergency Service Identification) to 911 in the event of an emergency call. a) Each site will have a specific number assigned for its CESID for the service provider to send the location information. C i t y o f M u s k o g e e R F P # I T 2 6 - 0 1 P a g e | 2 b) Service provider will use this number to send location information to 911. 7) The main service provider connection will be at City Hall. 8) All facilities are served by a minimum of 125mbps fiber. 9) City Hall, Civic Center, Payment Center, Fire station 1 and Public Works are served by 1gbps fiber. 10) Ability to support voice QoS 11) Ability to support 802.1Q VLANs III. Feature Requirements – Also See Chart in Appendix A A. Core Features 1) SIP/PRI/PSTN trunk 2) T1/E1/R2 signaling 3) SIP extensions 4) Analog extensions 5) Remote extensions 6) External IP extensions 7) Auto attendants a) At least 50 top-level menus b) Multiple sub-level menus c) Multiple schedules d) Assign DID e) Scheduled modes per menu (1) On-hours, off-hours, holiday and custom f) Ability for caller to dial by name or extension 8) Dial-by-name directory 9) Individual voicemail 10) Group voicemail 11) Voicemail to e-mail 12) User groups 13) Ring groups 14) Workgroups a) Simultaneous, round robin, or top-down ringing b) Ability to logout a member c) Multi-level hold queues with messages/wait time and ability to redirect on keypress similar to an auto-attendant 15) Call conference/bridge 16) Call forward C i t y o f M u s k o g e e R F P # I T 2 6 - 0 1 P a g e | 3 17) Call hold / transfer / park / pickup 18) Paging to selected phones / page groups 19) Intercom 20) Follow-me 21) Rule-based dial plan 22) Scheduled call handling / escalation a) On schedule call handling b) Off schedule call handling c) Holiday schedule call handling d) Custom call handling regardless of schedule 23) DID 24) Caller ID modification 25) Personal and system speed dial 26) Personal blacklist 27) Music on hold by files and audio live stream 28) Real-time call status monitoring 29) Line / extension appearance 30) Call detail record logging 31) Password policy enforcement 32) On-PC app or other interface for phone functions and management B. Advanced Features 1) Fax over SIP/PRI/PSTN 2) Fax to e-mail 3) Fax archive and remote storage 4) Click to dial 5) Automatic fax detection 6) Web-based directory lookup 7) Hot-desking C. User Features 1) Set and view presence (Available, Meeting, Out of Office, Vacation, Custom) 2) Set presence-based call routing rules 3) Set call forwarding 4) Find me / Follow me 5) Make custom configurations for all phone feature keys that are programmable 6) System directory lookup 7) On-demand call recording C i t y o f M u s k o g e e R F P # I T 2 6 - 0 1 P a g e | 4 D. Administration 1) Web-based management interface for all system functions including, but not limited to: a) Call control b) Voicemail c) Call recording d) E911 Notification (CESID) e) Multiple auto attendants f) Multiple hunt groups g) User groups h) Trunk groups i) Ring groups j) Route groups k) Dial plans l) User notification m) Message Centers n) The ability to set up call center environment in departments requiring such 2) Network traffic capture 3) Auto-provisioning 4) LDAP Authentication 5) Enhanced CDR 6) Alert for system events 7) User-level and group-level security o) Auto attendants p) Recordings q) Messaging r) Greetings 8) Support for mass-provisioning of users and devices 9) Able to integrate with foreign phone systems to allow for extension-only dialing between systems. Example: a) 2 agencies in one building each with their own phone system. b) Able to dial between agencies with an access code, i.e. (1) Extension only dials within the phone system (2) Access code + extension will select appropriate system (3) Extension number can exist in both systems. 10) Set permissions for features by user group a) Voicemail, recording, etc. b) Long distance C i t y o f M u s k o g e e R F P # I T 2 6 - 0 1 P a g e | 5 11) Online user guides for all hardware, software and phones, including user instructions for the phone and voicemail. 12) Automatically delete voicemails according to age 13) Allow call recording per extension for any or all extensions a) Ability to allow persistent recording even when call is transferred b) Allow user to begin recording if not already recording c) Restrict users from being able to stop a recording unless the recording was initiated by the user 14) Mobility support for remote extension accessibility from iOS and Android devices 15) Multiple scheduled auto attendants 16) Account codes a) To access domestic/international long distance b) Ability to require for certain phones or phone groups E. Phone Features 1) Call forward a) Internal or external b) On demand / busy / no answer 2) Hold / Park / Unpark 3) Pickup extension / group 4) On demand call recording 5) Redirect to voicemail 6) Transfer 7) Show caller ID name and number of calling party 8) Conference a) 6 party internal and/or external b) Record conference 9) Speed dial 10) Directory calling 11) Distinctive ring / Selectable ringtone 12) Paging – extension/group/system 13) Receive pages on or off hook 14) Intercom 15) Message waiting indicator 16) Speakerphone 17) Static or DHCP addressing C i t y o f M u s k o g e e R F P # I T 2 6 - 0 1 P a g e | 6 IV. Respondent Requirements A. Respondent must be able to attend any follow-up meetings if selected as a finalist. B. Respondent must be able to provide a demonstration of the system, if requested. V. Proposal Requirements The proposal must include A. All costs associated with this project to provide the total project price based upon the requirements outlined in this document 1) All required equipment for the project – See appendix B 2) Travel 3) Installation 4) Training a) System Administration b) Train the Trainer for phone operation 5) Parts, labor and software warranty and/or maintenance contract (software and hardware) for three (3) years from the date of project completion 6) Twenty (20) power injectors 7) As the funding for this RFP may not be available until July 1, 2026, please include any anticipated increase in any associated costs 8) Any other costs not named above B. Description of project implementation 1) Planning 2) Installation 3) Connection to service provider 4) Switchover 5) Training 6) Any other items necessary for successful implantation C. Any additional services required D. The following documentation 1) Proof of liability insurance of at least 1 million dollars ($1,000,000) 2) Qualifications 3) At least three (3) references where similar equipment is being used in a similar environment E. Upon acceptance of a proposal, the selected vendor will provide C i t y o f M u s k o g e e R F P # I T 2 6 - 0 1 P a g e | 7 1) W-9 2) Warranty documentation 3) Administrator, operator, installation and troubleshooting guides in electronic format. 4) Equipment lists 5) Project timeline 6) Clear definitions of items that are vendor responsibility and City responsibility VI. Evaluation and Selection Process A. General Quality and Responsiveness 1) Responsiveness to terms, conditions and time frames 2) Completeness and thoroughness 3) Grasp of the project and the work to be performed, and of approach to be used B. Organization and Personnel 1) Evidence of good organizational and management practices 2) Qualifications of personnel 3) Experience and past performance C. Cost schedule 1) These are NOT bids, they are proposals and, as such, can be negotiated subsequent to opening 2) The submission of pricing information is NOT synonymous with competitive bidding, whereby price is the primary evaluating factor and the lowest and best bid is accepted. D. Upon review of all acceptable proposals, the City will score and rank the proposals relative to the other proposals 1) Quality and Responsiveness: 35 points 2) Organization and Personnel: 35 points 3) P