The purpose of the RFI is to gather information on cloud-based VoIP solutions that integrate with Microsoft 365 Teams client and provide the following features and functionalities. Must support Advanced phone features, including Auto Attendant, Hunt Groups, Private Line Ringdown (PLAR), Enterprise Call Recording, Call Detail Records (CDR), Paging, E911, and any value-add features, or integrations that improve phone system functionality, deliverables and efficiencies. Must support Standard phone features, including Call Forwarding, Call Hold, Call Transfer, Voicemail, and other similar features. Must be a client interface app comparable to WebEx Voice, Zoom Phone, etc. that seamlessly integrates with Microsoft Teams for voice communication and collaboration. Must include ability for Office of Technology team members to provide Tier 1 and Tier 2 support to State of Indiana agencies / customers. This includes, but is not limited to, new account and phone profile builds, backend configuration of Auto Attendant, Hunt Groups and other Advanced phone features. Requires PSTN integration with our cloud-based Genesys Call Center. There are currently 19 agencies with Genesys orgs supporting 32 call centers with approximately 6,000 agents. Desire voice integration with Genesys Call Center solution.
