1. System Design & Planning • Assess the current on-premises phone system and user requirements. • Perform a User Needs Assessment o Conduct surveys and meetings with key departments to gather requirements and understand call flow needs. • Analyze current call handling processes and recommend optimizations within the Webex platform. • Document findings and provide a proposed call flow design for approval before implementation. • Provide end-user device compatibility assessment and recommendations, including alternatives for existing analog devices. • Identify areas where video capable phones are needed. • Verify existing Webex tenant, local gateway and routing adhere to best practices, including existing Webex Customer Experience queues. • Identify all existing analog life safety systems, including elevators and alarm panels, and provide a migration plan to a compatible analog gateway or alternative solution. • Evaluate all existing call center environments (including, but not limited to, the CCITC helpdesk and the county’s Child Support call center) • Provide a detailed design and implementation/migration roadmap for the Webex environment, including licensing, call flows, and feature configurations. • Configure E911 to adhere to state and federal law including enhancing notification workflows. • Implement paging and broadcast through Informacast Fusion • Migrate all existing 3rd party interfaces including, but not limited to: Vocera, Rauland Responder 5, fax server, Axis intercoms, Alice virtual attendant system, water utilities (Win 911), fire station G2, emergency phones, and paging systems. • See Exhibit B for Environment Overview o Approximately 1650 users o Approximately 1215 phones 2. Deployment & Migration • Provision and configure the Webex solution including integration with Microsoft Teams. • Configure call routing, voicemail, auto-attendants, and other telephony features. • Upgrade/Migrate paging and broadcast notifications to Informacast Fusion and integrate with Webex calling. • Provide available options to migrate existing voicemail boxes and their respective incoming and outgoing messages and personal configuration settings 3. Training & Documentation • Conduct training sessions for IT staff and end users on Webex features and administration. • Provide detailed documentation, including configuration details and troubleshooting guidelines. • For on-premise portions of the system, provide complete diagrams and as - builts of how systems is wired both conceptually and physically • For the portions of the system that will be resident in the Webex Calling cloud provide diagrams showing call flow and locations of servers and configurations systems. 4. Deliverables • Comprehensive implementation plan and timeline. • Configured and fully operational Webex phone system. • User and administrator training sessions. 5. Project Timeline • Vendors must provide a proposed project timeline, ensuring minimal disruption to daily operations, with an estimated completion date.
