This is a comprehensive Request for Proposal (RFP) document
that you can quickly customize to express your requirements for a modern
telephone system for your office or call center. This 68 page document contains all the
details you need to consider and will greatly improve the bids you receive from
your vendors. The document includes the
following topics:
+Introduction and background of existing services including:
-Background
-Current System
-External
Connectivity
-Internal
Connectivity
-Desired Services
-Physical
Environment
-Other included
items
-Project
Installation Date
-Project Director
-Vendor Site Visits
-Clarification and
Interpretation of RFP
-Calendar of Events
+Rules Governing Proposals
-Confidential and
Proprietary Information
-Address and due
date
-General Bidding
Parameters
-Instructions to
Bidders
-Completion and
Termination
-Supplemental Terms
and Conditions
-Software License
+Proposal Response Format
-Executive Summary
-Vendor Corporate
Profile
-Customer Service
Team Profile
-Description of
Service Against Requirements
-Pricing
-References
+Additional Requirements
+SYSTEM FEATURES
-General System and
PBX Features
Flexible
Numbering Plan
Audible
Reminder of Held Calls
AutoDial
Automatic
Answerback
Automatic
Line Selection
Automatic
Number Identification
Automatic
Trunk Maintenance
Automatic
Route Selection
Basic Rate Interface (BRI)
Bridging
Call Detail
Recording
Call
Forward All Calls/No Answer
Call Forward Reminder Tone
Call Join
Call Party
Name Display
Call
Park
Call Pickup
Call
Transfer and Hold
Call-by-Call
Service Selection
Call Back Queuing
Call
Waiting
Camp On
Centralized
Attendant Service
Charge
Account for CDR
Charge
Account/Authorization Code
Computer Telephone Interface (CTI)
Conference
Departmental
Listed Directory Number
Dial Intercom
Dialed
Number Identification Service
Direct Inward System Access (DISA)
Direct Outward Dialing
Directed
Call Pickup
Distinctive Ringing
Do Not
Disturb
End-To-End
Signaling
Group Call
Group
Listen
History
File
Hold
Hold in
Queue for IVR
Hot Line
(Ring Down)
Hunt
Incoming
DID Digit Conversion
Intercept Treatment
ISDN
Primary Rate Access
Last Number Redial
Make Set
Busy
Malicious
Call Trace
Message
Center
Message
Waiting Indication
Multiple-Customer Operation
Music on
hold
Mute Key
Override
Paging (Voice paging
over intercom)
Phantom Extension Operation
Priority Queuing
Private
Line Service
Recovery of
Mis-operation/Transferred Calls
Remote Feature Programming
Secretarial Coverage Forwarding
Set Relocation
Speed Call
Station
Specific Authorization Codes
Stored Number Redial
Single
Terminal Administration Access
System Message Lookup Alarms
Three-Party Service
Time and
Date
Time and
Date Routing
Toll Denial
Trunk
Verification from a Station
Voice Call
-Attendant Features
Attendant
Console Options
Attendant Console Features
Alt Attendant Answering /Overflow
Positions
Attendant &Network-Wide Remote
Call Forward
Attendant Administration
-PC Based Console
System Networking Features
Networking
Additional
Features
-VOICE MAIL
Voice Mail
Capabilities
Voice Mail
Future Upgrades
Voice Mail Interface
Voice Mail
Capacity
Voice Mail
Hardware
Features –
Voice Mail
ANI Routing
Announcement
Mailboxes
Automated
Attendant
Broadcast
Messages
Busy
Notification
Call Sender
Cascade
Notification
Class of service
Commands
Distribution
Lists – Personal
Distribution Lists – System
Forwarding
Forwarding
Denied
Header
Help
Languages
Lockout
Mailbox-to-Station
Dialing
Message
Waiting Indication
Multiple
Greetings
Networking
– AMIS
Networking
- Proprietary
Passwords
Receipt
Requested
Restore
Deleted Messages
Record a
Call
Special
Handling Options
System
Applied Greetings
Timed
Delivery
Out Calling
Purging
Visitor
Mailboxes
-Features - Auto
Attendant
Auto Attendant
Bypass
Decision
Trees
Dial by
Extension
Directory
Menus
Time of Day
-Voice Mail Security
-Voice Mail
Administration
-Facsimile
Integration
-Facsimile Features
+AUTOMATIC CALL DISTRIBUTION
-Automatic
Call Distribution & Call
Center Serv
ACD Administration
ACD
Hardware
+System Administration
-Hardware/Software
-Switch
Administration
-System
Administration Detailed Features
-System
Administration Reports
-Multi-Site
Administration
-Additional System
Administration Functionality
System Traffic Information
System Administration Call
Accounting
Call Tracking/Toll Fraud
Reporting
-System Diagnostics
+TECHNICAL REQUIREMENTS SPECIFICATIONS
-System
Architecture:
PBX
Call
Processing Resources
Performance
-Hardware Components
Defined
Station
Interfaces - Analog
Station Interfaces - Digital
Trunk Interfaces - Analog
Trunk Interfaces – Digital
IP
Interfaces and Telephony
-Remote
Capabilities:
-Redundancy
+Telephone Instruments
Analog
Telephone Instruments
Digital
Telephone Instruments
Digital Telephone Questions
IP
Telephone with Speakerphone and Ext Disp
IP Telephone Questions
+SYSTEM CONFIGURATION
-System Capacities
Hardware
“Required
at Cutover”
“Equipped
at Cutover”
“Wired at
Cutover”
“Maximum
Capacity”
Proposed
System
+PRICE PROTECTION/FUTURES
-Price Protection
-Migration
+TRAINING
-General Training
Requirements
-System
Administration Training
-Customer Assistance
at Cutover
+SECURITY
-Security
Availability
-Security Features
-Security Programs
-Call Routing
Security
-Remote Access
Security
-System Management
Security
-Security Violation
Notification
-Reports
-Physical Security
+MAINTENANCE AND WARRANTY
-Warranties
-Maintenance
-System Monitoring
-Software
Maintenance
-Multi-Year Service
Plans
-Moves, Adds and Changes (MAC)
+IMPLEMENTATION AND TRAINING
-Implementation
Planning
-Planning
-Final Change Date
-Coordination
Facilities
Telecommunications Carriers
Subcontractors
Code Compliance
+SYSTEM PRICING
-Cost Itemization
-Total System Cost
Installed:
-Leasing
-Lease Terms and
Payments
-Finance Company
Information
-Unit Pricing for Adds / Deletes
-Unit Prices
-Labor Rates